{"took":803,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":325414,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14685442","_score":27.755394,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to formally dispute a XXXX transaction in the amount of {$1100.00} that was fraudulently withdrawn from my SoFi account on XX/XX/year>. The recipient was listed as XXXX, but I do not know this individual nor did I authorize this payment. My purse was stolen, which included my phone. As a result, my entire account was compromised. The thief had access to my banking app and sent funds through XXXX without my knowledge or consent. \n\nOnce I regained access to my account, I took immediate action to : Order a new debit card, Reset security credentials, Create a new email address, and Upload my government-issued ID to verify and secure my account. \n\nUnder Regulation E of the Electronic Fund Transfer Act, I am entitled to protection against unauthorized electronic fund transfers. This was not a transaction I initiated or approved, and it falls squarely under the definition of an unauthorized transfer.","date_sent_to_company":"2025-07-16T19:43:58.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"37214","tags":null,"has_narrative":true,"complaint_id":"14685442","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2025-07-16T19:25:38.000Z","state":"TN","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Once I regained access to my account, I took immediate action to : Order a new debit card, Reset <em>security</em> <em>credentials</em>, <em>Create</em> a new email address, and <em>Upload</em> my <em>government-issued</em> ID to verify and secure my account. \n\nUnder Regulation E of the Electronic Fund Transfer Act, I am entitled to protection against unauthorized electronic fund transfers. This was not a transaction I initiated or approved, and it falls squarely under the definition of an unauthorized transfer."]},"sort":[27.755394,"14685442"]},{"_index":"complaint-public-v1","_id":"18225839","_score":22.305193,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Company : Coinbase , Inc . \n\nProduct : Cryptocurrency exchange/digital asset account Issue : Account access and security / suspected account takeover What happened : On XX/XX/year>, I received an email from Coinbase telling me a phone number had been added to my account. I did not add this phone number. In response, I immediately changed my password and locked my Coinbase account as a security precaution. I attempted to contact Coinbase security via the email channels provided in their communications. I received only an automated response acknowledging receipt of my message. \n\nOn XX/XX/year>, I received another email from Coinbase telling me another phone number had been added to my account. Again, I did not add this phone number. I sent another email to Coinbase providing this information. I asked them to provide an explanation for this unauthorized access to my account when I had locked my account on XX/XX/year>. I asked Coinbase to close my account to prevent further unauthorized activity to my account. Again, I received an automated response from Coinbase acknowledging receipt of my message. I went to the help center on Coinbase 's website looking for another way to contact them. I was required to sign into my account in order to receive help. I did this and received a message that my account was locked. In order to unlock my account, I needed to send Coinbase a photo of myself and upload a government-issued photo identification. In light of the security issues with my account, I was not willing to upload a government-issued photo identification. \n\nOn XX/XX/year>, I received an email from Coinbase. The subject was \" TAXT document verification and billing ID. '' The salutation read \" Hello # # emaill # #. I was told to respond within \" 12-24 hours '' or my account \" may be permanently closed. '' I was instructed to upload a government-issued photo ID. I did not respond to this email I received two emails from Coinbase on XX/XX/year> telling me to verify my account and to upload a government- issued photo identification. I did not respond to either email. \n\nOn XX/XX/year> I received an email from Coinbase telling me XXXX was being sent to my Coinbase Wallet. This email asked me to connect a wallet link. I did not respond to this email. I again accessed the Coinbase help center. I again had to sign into my account. Again, I learned my account was locked and I would need to send a photo and upload a government-issued photo identification. Because I was not willing to send the photo and the government-issued photo identification, I could not access any additional help from Coinbase. \n\nOn XX/XX/year>, I received an email from Coinbase telling me the email associated with my account had been changed from XXXX to XXXX. I did authorize or perform this action. \n\nI attempted to contact Coinbase support again. The automated XXXX  assistant repeatedly instructed me to lock my account even after I clearly stated I had already locked my account. I was then directed to the Coinbase Help Center to submit a support request. When I attempted to access the support contact form, I was blocked because my account is locked. In order to unlock my account, I was instructed to upload a photo and upload a government-issued photo identification. I am unwilling to submit sensitive identity information through an automated system while my account is compromised and while I can not speak to a human representative.\n\nAll Coinbase email addresses I attempted to use acknowledge receipt of my message, but tell me the system will not accept direct inquiries via the respective email address. The Coinbase emails direct me back to the same Help Center workflow which I can not access because my account is locked. This creates a circular process where I can not report or resolve unauthorized changes/access to my account.\n\nI am concerned about continued unauthorized activity and the lack of a meaningful way to contact Coinbase support regarding account security. \n\nRespectfully, XXXX XXXX","date_sent_to_company":"2025-12-22T19:32:37.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"33040","tags":"Older American","has_narrative":true,"complaint_id":"18225839","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2025-12-22T18:45:22.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In order to unlock my account, I needed to send Coinbase a photo of myself and <em>upload</em> a <em>government-issued</em> photo identification. In light of the <em>security</em> issues with my account, I was not willing to <em>upload</em> a <em>government-issued</em> photo identification. \n\nOn XX/XX/year>, I received an email from Coinbase. The subject was \" TAXT document verification and billing ID. '' The salutation read \" Hello # # emaill # #."]},"sort":[22.305193,"18225839"]},{"_index":"complaint-public-v1","_id":"6950881","_score":20.071547,"_source":{"product":"Checking or savings account","complaint_what_happened":"I applied for a checking account at XXXX ( part of Key Bank ) in late XX/XX/2022 and received a secured email asking me to upload my license, XXXX and by the time I responded the secure email expired in 6 days. and I was unable to proceed. Then I applied in XXXX and after uploading my documents I received a message asking me to proceed and create a user login but after verifying my ID I was not able to create a new login and after several calls ( not helpful and going back/forth ) I was told the the Key bank login credentials that I had from a couple of years ago were causing some conflict and they escalated the issue and after a few more emails I was told the have the issue has been resolved but that I have to apply all over again ( see the email conversation with XXXX XXXX in the attachment - start from the bottom of the email ). All of this took almost a month. So, I applied again in XXXX and again I received an email asking me to upload docs and I did that and received an email the next day saying my license image was not clear and that I should upload a better image and then just a few minutes later another email declining the application- I saw both emails later that night and before I had a chance to upload a clear image of my license. However, the email does not provide any reason for the decline or what the issue is- just a message that says \" During the account opening process, our review determined that we are not able to open a savings account for you at this time '', which does not help me to address any issues on my end that may have caused the application decline.","date_sent_to_company":"2023-05-09T07:00:26.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"80214","tags":null,"has_narrative":true,"complaint_id":"6950881","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2023-05-09T05:08:41.000Z","state":"CO","company_public_response":null,"sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["Then I applied in XXXX and after uploading my documents I received a message asking me to proceed and <em>create</em> a user login but after verifying my ID I was not able to <em>create</em> a new login and after several calls ( not helpful and going back/forth ) I was told the the Key bank login <em>credentials</em> that I had from a couple of years ago were causing some conflict and they escalated the issue and after a few more emails I was told the have the issue has been resolved but that I have to apply all over again"]},"sort":[20.071547,"6950881"]},{"_index":"complaint-public-v1","_id":"7745837","_score":19.377089,"_source":{"product":"Debt or credit management","complaint_what_happened":"An account was created XX/XX/2023 for a company called XXXX using my credentials including my social security number. The company Jefferson Capital contacted me and said I have a debt of XXXX. I gave the company all my information including my email address. They gave me an email address that's not owned be me which is XXXX. Someone used this email to create an account and purchase something through XXXX.","date_sent_to_company":"2023-10-23T17:10:58.000Z","issue":"Unauthorized withdrawals or charges","sub_product":"Debt settlement","zip_code":"85296","tags":null,"has_narrative":true,"complaint_id":"7745837","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2023-10-23T17:03:04.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["An account was <em>created</em> XX/XX/2023 for a company called XXXX using my <em>credentials</em> including my social <em>security</em> number. The company Jefferson Capital contacted me and said I have a debt of XXXX. I gave the company all my information including my email address. They gave me an email address that's not owned be me which is XXXX. Someone used this email to <em>create</em> an account and purchase something through XXXX."]},"sort":[19.377089,"7745837"]},{"_index":"complaint-public-v1","_id":"15206632","_score":19.356947,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Hello, I am filing this complaint against Equifax Information Services LLC for unlawfully and without notice denying me access to my credit report.\n\nFor years, I have been able to access my credit report through the Equifax website using my secure login credentials and security questions without issue. Recently, without any prior notice or communication, Equifax implemented a new requirement that I must submit both a selfie and a photo ID in order to view my report.\n\nI discovered this change when I attempted to log into my account and was met with a message instructing me to call Equifax. When I spoke to a representative on XX/XX/year>, I was told that my security answers were incorrect, which they are not, and that the only way I could access my report was by uploading my government-issued ID and taking a selfie.\n\nThis new policy is burdensome, invasive, and effectively blocks me from exercising my rights under the Fair Credit Reporting Act ( FCRA ) to obtain my free annual credit report and to review my own credit file.\n\nEven when attempting to request my report through XXXX, the only federally authorized site for free annual credit reports, I was denied access unless I complied with this new biometric/photo requirement.\n\nMy concerns and basis for complaint : No Prior Notice, Equifax did not notify me of this policy change, denying me an opportunity to prepare or use alternative verification methods.\n\nViolation of FCRA Rights, The FCRA entitles me to a free annual credit report from each bureau without undue burden or extra requirements beyond identity verification.\n\nFalse Claim of Incorrect Security Answers - My long-standing security answers were claimed to be incorrect, forcing me into the new process.\n\nUnlawful Access Restriction - Equifaxs practices prevent me from accessing my own credit report through both their website and XXXX. \nInvasive & Unnecessary Data Collection - Mandatory selfie and photo ID upload is not a standard practice among all credit bureaus and raises privacy concerns.\n\nI request that the CFPB investigate Equifaxs practices and require them to : Restore standard online access using existing login credentials and knowledge-based authentication.\n\nProvide prior notice to consumers of any policy changes that restrict access.\n\nEnsure that access to free annual credit reports is not conditioned on unnecessary biometric/photo collection.\n\nI am prepared to provide screenshots, call records, and attempted access logs to support this complaint.","date_sent_to_company":"2025-08-12T00:09:48.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"21040","tags":null,"has_narrative":true,"complaint_id":"15206632","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-08-11T23:54:03.000Z","state":"MD","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["When I spoke to a representative on XX/XX/year>, I was told that my <em>security</em> answers were incorrect, which they are not, and that the only way I could access my report was by uploading my <em>government-issued</em> ID and taking a selfie.\n\nThis new policy is burdensome, invasive, and effectively blocks me from exercising my rights under the Fair Credit Reporting Act ( FCRA ) to obtain my free annual credit report and to review my own credit file."]},"sort":[19.356947,"15206632"]},{"_index":"complaint-public-v1","_id":"14021864","_score":19.257416,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"An unknown entity has stolen my credentials and has created a bill for what appears to be education. There are XXXX entries on XXXX  credit report website. The person in the fraud department recommended that this be reported and a copy attached to my complaint to you. XXXX XXXX XXXX has XXXX entries. I never had any education debts. My fathers XXXX XXXX XXXX XXXXXXXX allowed me to go to school under provisions for a program through the XXXX XXXX which covered any education past XXXX XXXX. There is XXXX other entry for a medical bill which states potentially negative reporting. I have received a letter for excusing me for an emergency room visit several years back but they recently opened a case. Can I get a copy of my report to you to upload to XXXX XXXX XXXXXXXX?","date_sent_to_company":"2025-06-11T19:17:48.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"32504","tags":"Servicemember","has_narrative":true,"complaint_id":"14021864","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NRA Group, LLC","date_received":"2025-06-11T19:17:18.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Can I get a copy of my report to you to <em>upload</em> to XXXX XXXX XXXXXXXX?"]},"sort":[19.257416,"14021864"]},{"_index":"complaint-public-v1","_id":"14022888","_score":19.122646,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"An unknown entity has stolen my credentials and has created a bill for what appears to be education. There are XXXX entries on Experian credit report website. The person in the fraud department recommended that this be reported and a copy attached to my complaint to you. EDFINANCIAL SERVICES LLC has XXXX entries. I never had any education debts. My fathers XXXX XXXX XXXX  XXXX allowed me to go to school under provisions for a program through the Veterans Administration which covered any education past XXXX XXXX. There is XXXX other entry for a medical bill which states potentially negative reporting. I have received a letter for excusing me for an emergency room visit several years back but they recently opened a case. Can I get a copy of my report to you to upload to XXXX XXXX XXXX?","date_sent_to_company":"2025-07-24T16:06:55.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"32504","tags":"Servicemember","has_narrative":true,"complaint_id":"14022888","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EdFinancial Services","date_received":"2025-06-11T18:43:35.000Z","state":"FL","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Can I get a copy of my report to you to <em>upload</em> to XXXX XXXX XXXX?"]},"sort":[19.122646,"14022888"]},{"_index":"complaint-public-v1","_id":"23131515","_score":18.548315,"_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":["I explained to the representative that I did not have a utility bill to <em>upload</em>. 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. <em>government-issued</em> ID, such as a driver 's license or passport, and Social <em>Security</em> Number . The Driver 's License and Social <em>Security</em> card were uploaded more than 9 times."]},"sort":[18.548315,"23131515"]},{"_index":"complaint-public-v1","_id":"7906059","_score":18.486473,"_source":{"product":"Checking or savings account","complaint_what_happened":"I want AMEX to set up a new username and password for me or to provide me with my existing login credentials so that I can access my AMEX XXXX XXXX XXXX account ending in XXXX. My login credentials to my savings account are apparently no longer valid. AMEXs website states that savings customers without an AMEX card need to create new AMEX login credentials to access savings accounts. Please see the attached XXXX I currently do not have an American Express credit card, as I closed my card in XXXX of XXXX. I do not remember my login credentials for my closed credit card. When I click on create Amex User Id & password for savings on the attached webpage and provide my social security number and date of birth, the AMEX website states Existing Login Found. Our records indicate that you already have an Amex login, please log in to access your Savings account. I do not know these credentials. My AMEX savings login credentials do not work when I attempt to login. When I try to reset my user id and password, the XXXX website states We are unable to process your request. Were sorry. Our systems are temporarily unavailable. Please try again later. I called AMEX twice on XX/XX/XXXX, over this issue. One representative from the AMEX credit card department advised me that my closed AMEX credit card is not linked to any login credentials. Another representative from the savings account department advised me that she was unable to access my username. We attempted to reset my login credentials several times. I am highly disappointed in AMEX. I can not tell you how frustrating it is to be unable to access a bank statement. This is particularly so when I received an email from AMEX stating that a bank statement was available. Please see the attached XXXX of the email. I have had this AMEX XXXX XXXX XXXX Account since XXXX. I have over {$26000.00} in this account. I have spent HOURS dealing with this. If this issue is not rectified forthwith, I will take my business elsewhere.","date_sent_to_company":"2023-11-27T05:10:08.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"25801","tags":null,"has_narrative":true,"complaint_id":"7906059","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2023-11-27T05:00:45.000Z","state":"WV","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I do not remember my login <em>credentials</em> for my closed credit card. When I click on <em>create</em> Amex User Id & password for savings on the attached webpage and provide my social <em>security</em> number and date of birth, the AMEX website states Existing Login Found. Our records indicate that you already have an Amex login, please log in to access your Savings account. I do not know these <em>credentials</em>. My AMEX savings login <em>credentials</em> do not work when I attempt to login."]},"sort":[18.486473,"7906059"]},{"_index":"complaint-public-v1","_id":"14857542","_score":18.344757,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I received an email from XXXX a few days ago stating \" XXXX XXXX, Your Robinhood account has been approved. Now the stock market is within reachand within any budget..... '' I then received ( and continue to receive ) an email stating \" XXXX XXXX, Your request to link your CHECKING account ending in XXXX XXXX XXXX XXXX XXXX to your Robinhood account has successfully completed. You will be able to use this account to deposit and withdraw funds in the future. '' I don't have a Robinhood account, though this is my email. I'm concerned that the emails are addressed correctly to me via my first name. There are back and forth transactions happening that I get email notifications on, but there is no email that ever asked for email verification. I'm concerned there is fraud happening under my name and my email. I have tried to resolve this with customer service but they continue to tell me to do the following : \" The emails you're receiving from Robinhood may have resulted from another customer mistyping or misspelling their email address while signing up for an account.\n\nHowever, given that you didn't create this account, we'd like to ensure your information wasn't used to create this account without your knowledge. To verify that your information isn't associated with this account, I'll need a few pieces of information from you : XXXX photos of the front and back of your government-issued ID submitted using our secure upload portal, and Last 4 of your Social Security Number, and Date of Birth Please upload the requested document ( s ) within 24 hours. '' I have no business relationship with Robinhood. I have not agreed to any terms and conditions, or their privacy statement. They have no right to ask me for my personal data to correct their own data verification and quality issues.","date_sent_to_company":"2025-07-24T20:04:59.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"941XX","tags":null,"has_narrative":true,"complaint_id":"14857542","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2025-07-24T19:47:45.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["To verify that your information isn't associated with this account, I'll need a few pieces of information from you : XXXX photos of the front and back of your <em>government-issued</em> ID submitted using our secure <em>upload</em> portal, and Last 4 of your Social <em>Security</em> Number, and Date of Birth Please <em>upload</em> the requested document ( s ) within 24 hours. '' I have no business relationship with Robinhood. I have not agreed to any terms and conditions, or their privacy statement."]},"sort":[18.344757,"14857542"]},{"_index":"complaint-public-v1","_id":"13546169","_score":17.874004,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have been locked out of my Experian consumer portal since late 2024, with every login attempt blocked because Experians twofactorauthentication ( 2FA ) codes are sent to an email address and phone number that are not mine. On XXXX I spent several hours navigating Experians automated phone system merely to impose a security freeze, yet three months later I still can not view, dispute, or correct my own credit file. This systemic failure violates my rights under FCRA 609611, leaves an unknown third party in control of 2FA tied to my Social Security number, and exposes me to continuous identitytheft risk. Repeated calls, online requests, and written submissions have all been ignored or redirected to selfservice loops that require the very compromised 2FA credentials. \n\nRelief demanded : 1. Immediate removal of the unauthorized email and phone number from my profile.\n\n2. Reissuance of 2FA credentials to verified contact points of my choosing.\n\n3. Written assurance that no Experian membership or monitoring account can be created without my confirmed information.\n\n4. Formal rootcause analysis detailing how a third party attached their credentials to my file, and delivery of that report to me.\n\nExperians prolonged inaction has left my credit data in limbo and my identity unprotected ; urgent regulatory intervention is required.","date_sent_to_company":"2025-05-16T16:22:30.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"206XX","tags":null,"has_narrative":true,"complaint_id":"13546169","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-05-16T16:02:56.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["Repeated calls, online requests, and written submissions have all been ignored or redirected to selfservice loops that require the very compromised 2FA <em>credentials</em>. \n\nRelief demanded : 1. Immediate removal of the unauthorized email and phone number from my profile.\n\n2. Reissuance of 2FA <em>credentials</em> to verified contact points of my choosing.\n\n3. Written assurance that no Experian membership or monitoring account can be <em>created</em> without my confirmed information.\n\n4."]},"sort":[17.874004,"13546169"]},{"_index":"complaint-public-v1","_id":"3491061","_score":17.714724,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/19, I learned of a derogatory item on my consumer report : an account with XXXX XXXX XXXX that I didn't recognize, and that was apparently in collections. I contacted Experian immediately to initiate a dispute. In the meantime, I was able to identify that the original creditor on the account was XXXX XXXX XXXX. I contacted XXXX XXXX XXXX, and after navigating through phone trees and long hold times, was connected with XXXX XXXX XXXX, which determined, in relatively short order, that the account was created as a result of fraud. XXXX XXXX XXXX 's XXXX XXXX XXXX department issued a letter ( attached ) that shows the account was fraudulently obtained. \n\nExperian has two ways to submit documentation related to a dispute : 1 ) you can send it by mail, along with a copy of a government-issued ID, a copy of a utility bill/bank statement, and a copy of your Social Security card ; or 2 ) you can use their \" secure document document upload service, '' at experian.com/upload, which isn't accessible from Experian 's \" Dispute Center. '' My problems are that 1 ) after multiple attempts, I've been unable to successfully use the upload service, and gotten only error messages ; and 2 ) to mail in the documentation, I have to include information that is a ) cumbersome to obtain and b ) subjects me to further risk of identity theft. \n\nThis experience has been maddening. XXXX XXXX XXXX also happens to be my current mobile provider, and I pay my mobile phone bill on a timely basis monthly, but XXXX XXXX XXXX seemingly never attempted to contact me regarding this account ( apparently tied to a California address ), and instead chose to send it to collections. Experian 's a consumer reporting agency, but not only is their website littered with cleverly disguised advertisements for expensive credit monitoring services, they also have no consumer-friendly way to submit documentation regarding a disputed item. I think that's pretty ridiculous.","date_sent_to_company":"2020-01-09T17:36:23.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"01880","tags":null,"has_narrative":true,"complaint_id":"3491061","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-01-09T16:29:53.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Experian has two ways to submit documentation related to a dispute : 1 ) you can send it by mail, along with a copy of a <em>government-issued</em> ID, a copy of a utility bill/bank statement, and a copy of your Social <em>Security</em> card ; or 2 ) you can use their \" secure document document <em>upload</em> service, '' at experian.com/<em>upload</em>, which isn't accessible from Experian 's \" Dispute Center. '' My problems are that 1 ) after multiple attempts, I've been unable to successfully use the <em>upload</em> service, and gotten only"]},"sort":[17.714724,"3491061"]},{"_index":"complaint-public-v1","_id":"15105418","_score":17.659573,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, XXXX unauthorized transactions were made from my XXXX  account, each for {$490.00}, to a business listed as XXXX XXXX XXXX. I did not authorize these payments. \n\nMy bank, XXXX XXXX XXXX XXXX, flagged these transactions as fraudulent and notified me immediately. I then followed XXXX  XXXX  instructions to resolve the issue I reset my password and submitted a valid government-issued photo ID through their Document Upload Form. My account was suspended by XXXX due to unusual activity, and I have been unable to access it since. \n\nDespite multiple attempts to contact XXXX, I have not received confirmation that they reviewed my documents or are investigating the fraudulent charges. I am left without access to my funds and without answers. This delay has created financial stress and frustration.","date_sent_to_company":"2025-08-07T00:09:58.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"34744","tags":null,"has_narrative":true,"complaint_id":"15105418","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-08-07T00:04:34.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This delay has <em>created</em> financial stress and frustration."]},"sort":[17.659573,"15105418"]},{"_index":"complaint-public-v1","_id":"5408968","_score":17.521017,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I successfully registered on Gemini 's website as US customer, ( State of Nevada ) and verified both my e-mail address and my phone number. I provided my full legal name, complete address, SSN and successfully uploaded my Valid, ( unexpired ) and clearly visible State ( Federally Recognized ) REAL ID. My account has been approved and I ALSO already VERIFIED my domestic Bank Account via XXXX using my online banking credentials. \nAccording their own TOS the ONLY document required for U.S. Applicants as Proof of identity is a valid state-issued ID, BUT after a week my IDENTITY is instead WRONGFULLY stuck in \" PENDING REVIEW STATUS ''. \nNo Further Requirement is Stated in their own TOS & FAQ for identity verification. They have everything they need to complete the identity verification for my account, but nobody have cleared my ID Verification by simply looking at the photos of the ID I uploaded. \nI contacted them and they illegally require me to Wire money from my Bank Account to \" complete my identity verification ''. This is a known error in their system, but they dont bother to fix it. \nPAY CAREFUL ATTENTION TO THE FACT THAT by their own RULES, THE WIRE DEPOSIT REQUIREMENT - to validate the bank account, NEVER for IDENTITY BTW- IS ONLY FOR THOSE who : \" are unable to link your bank account via XXXX or prefer not using your online banking credentials to register your bank account, ''. I SUCCESSFULLY LINKED my bank account via Plaid using my online banking credentials to register and verify it - NO NEED FOR WIRE. As for their own website, I should be able to transfer funds into my Gemini account, since my bank account is fully linked and verified. \nHowever, in order to be able to do that, Gemini needs to look at my Id and complete the identity verification for my account. Asking for a mandatory Wire is DISCRIMINATION, since it's not a policy or a requirement they publish or they ask any customer. Therefore, Gemini can either : 1 ) Look at the documents ( ID ) I already have uploaded while onboarding and complete my verification manually ( XXXX their 3rd party provider for the verification assured me you have everything and can contact them for help if you have trouble with the process ) or if for any reason they need the upload of new pictures, 2 ) they can create and send me a secure link to upload the new photos as they are supposed to according their own TOS. \nThis is a SHORT Summary of the claim. \nTHE COMPLETE FULL CLAIM IS ATTACHED PLEASE READ THE ATTACHMENT","date_sent_to_company":"2022-04-05T11:39:40.000Z","issue":"Other service problem","sub_product":"Virtual currency","zip_code":"89121","tags":null,"has_narrative":true,"complaint_id":"5408968","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Winklevoss Exchange LLC","date_received":"2022-04-05T11:07:06.000Z","state":"NV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Therefore, Gemini can either : 1 ) Look at the documents ( ID ) I already have uploaded while onboarding and complete my verification manually ( XXXX their 3rd party provider for the verification assured me you have everything and can contact them for help if you have trouble with the process ) or if for any reason they need the <em>upload</em> of new pictures, 2 ) they can <em>create</em> and send me a secure link to <em>upload</em> the new photos as they are supposed to according their own TOS."]},"sort":[17.521017,"5408968"]},{"_index":"complaint-public-v1","_id":"12816562","_score":17.38847,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX cyber criminals create domestic wires to steal {$350000.00} from our business account. \nI had submitted a CFPB complaint XXXX. \nThe bank responded to the CFPB with a letter describing the event, however I was not able to respond before CRPB closed that case so I am opening another one because the letter the bank sent contained a very serious lie. \nThey stated in their letter \" This is a very unfortunate situation, but Umpqua Bank is not at fault. An account owner shared XXXX credentials with a third party which allowed the wire transfers to be sent. The business rules and regulations for the Account and the treasury management services terms and conditions provide, among other things, that it i the confidentiality of XXXX  credentials for the Account. '' As we stated in our statement to the bank about the fraud \" At no time did anyone give our XXXX  to the criminals ''. The criminals had hacked our account prior to contacting us. How do we know? Because when they contacted us they had already created false ACH debits against the account. They called using Umpqua Banks phone number. The only information we gave out was, they sent a 5 digit security code to us, we told them what that code on our phone was. No XXXX, XXXX XXXX, No account number, nothing.","date_sent_to_company":"2025-04-04T21:05:35.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"97702","tags":null,"has_narrative":true,"complaint_id":"12816562","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"COLUMBIA BANKING SYSTEM, INC.","date_received":"2025-04-04T20:53:48.000Z","state":"OR","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":["Because when they contacted us they had already <em>created</em> false ACH debits against the account. They called using Umpqua Banks phone number. The only information we gave out was, they sent a 5 digit <em>security</em> code to us, we told them what that code on our phone was. No XXXX, XXXX XXXX, No account number, nothing."]},"sort":[17.38847,"12816562"]},{"_index":"complaint-public-v1","_id":"5136838","_score":17.338383,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX or XX/XX/XXXX. \n* I had changed my password on Coinbase since I had been getting XXXX SMS texts on my phone even when I had not been attempting to login. I wanted to make sure that if my password had been hacked, the offending party could not luck into access to my account. \n* My balance is approximately ( a bit over, actually ) XX/XX/XXXX of a XXXX and around XXXX ETH. \n\nXX/XX/XXXX * Coinbase tells me I have to re-verify my account by uploading my ID, front and back, and sending them a selfie. \n* I follow these directions. \n\nXX/XX/XXXX * Coinbase sends an email saying my account recovery is being processed. \n* I login to Coinbase and see a page that says my account is under review, and I will have access to my account no later than XX/XX/XXXX, at XXXX MST. \n\nXX/XX/XXXX * I login to Coinbase again and see the same message, hours after XXXX. \n* I get an email from Coinbase with the following subject : \" Coinbase Security Notification : Keeping Your Account Safe '' which says that their \" XXXX XXXX found a set of login credentials published on the web that look like they match [ my ] Coinbase account credentials. '' And that they've temporarily locked my account pending I verify my identity. \n\nXX/XX/XXXX * I login to Coinbase again and see the same message saying my account is under review and will be available no later than XX/XX/XXXX at XXXX XXXX. \n* I call Coinbase support to complain, and basically all I get from the \" support '' person is \" Please be patient. '' I ask to speak to their supervisor. They tell me they don't have a supervisor. I wonder who trained them. \n* I get an email with the subject \" [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' from Coinbase Support ( XXXX  ) that tells me the following : \" To regain access to your account, please complete the following identity verification steps. Youll need to use a computer or other device with an integrated camera or a webcam, and a browser instead of the Coinbase app. \n\n1. Sign in to your Coinbase account using your email and password : https : //www.coinbase.com/signin 2. Complete 2-step verification as you normally would. \n3. Upload or snap pictures of the front and back of your government-issued photo ID. If you are taking the photos with your devices camera, make sure your ID is clearly visible. \n4. Using your devices camera, take a live photo of your face and upload it. Be sure the photo is well-lit ( natural light works best ) and clear. \n5. Watch for an email indicating that your identity has been verified. For security reasons, this process usually takes 48 hours to complete but can sometimes take longer. \n6. Sign in to your account and reset your password. '' * Yes, they're telling me to do what I have already done. \n* So I login again, only to be greeted with the page that says my account is under review, and I will have access to my account no later than XX/XX/XXXX, at XXXX MST. Keep in mind there is absolutely NOTHING I CAN DO on this page, except stare at it. If I try clicking on the ID verification \" link, '' nothing happens. It's a link to the same page. \n\nXX/XX/XXXX * I get an email from Coinbase with the following subject : \" Coinbase Support XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX - How did we do? '' * The content of the email is \" Did we resolve your issue '' with an option to click \" XXXX '' or \" No. '' * I click \" No '', obviously. \n\nXX/XX/XXXX * I get an email from Coinbase with the subject \" [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content says that it looks like my ID uploads were successful and have already been submitted for review and that the process usually takes 48 hours to complete. \n* I login to Coinbase. Same message ( Account Under Review, Access no later than XX/XX/XXXX XXXX XXXX ). \n* I send them another email telling them I had already submitted my ID for verification A WEEK ago, so it was well past the 48 hours. \n\nXX/XX/XXXX * I get an email from Coinbase with the subject \" [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * This time the content is a little more abrasive : \" Hi xxxx, As mentioned in our previous email, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' With bold emphasis on the last sentence. \n\n* I send them another email asking them if they can give me a ballpark figure on how long this will take. \n\nXX/XX/XXXX * XXXX receive another email from them with the subject \" [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : \" Hi xxxx, We received your inquiries, and because you've previously written in about this same issue, we're consolidating your cases into this email thread. \n\nRecently, our security team found a set of login credentials published on the web that look like they match your Coinbase account credentials. To ensure your accounts security, your account was temporarily locked. \n\nAs previously mentioned, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' No emphasis this time. \n\n* Keep in mind I HAD ALREADY CHANGED MY PASSWORD SINCE I HAD BEEN RECEIVING SMS XXXX MESSAGES FOR ABOUT A MONTH PRIOR, WHEN I REALIZED I SHOULD CHANGE MY PASSWORD. If this was a problem for them, WHY WASN'T IT A PROBLEM WHEN SOMEONE APPARENTLY *WAS* TRYING TO LOGIN FRAUDULENTLY? \n\n* I don't remember specifically, but I think the content of my next email was along the lines of what I just mentioned in the previous bullet. \n\n* I login to Coinbase. Same message. ( Acct XXXX XXXX, No later than XX/XX/XXXX blah blah ) XX/XX/XXXX XXXX DAY, YES. \n* Received an email from Coinbase with the subject \" [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : \" Hello xxxx, Thank you for contacting us. Recently, our security team found a set of login credentials published on the web that look like they match your Coinbase account credentials. To ensure your accounts security, your account was temporarily locked. \n\nThis does not mean that Coinbases security or data has been or is compromised. If you use the same credentials with other services, the information may have been accessed that way or you may have encountered a phishing site or experienced a malware attack. \n\nAs a security precaution, we recommend that you reset your passwords on your other online accounts. You may want to consider using a password manager to generate and store strong, unique passwords. We also recommend that you run a full malware scan on your devices and computer. \n\nAfter you regain access to your account, we strongly recommend that you look for any transactions you did not authorize. Please follow these instructions : 1. Generate a transaction history report here : https : //www.coinbase.com/reports 2. Review the report for any unauthorized transactions, trades, or cryptocurrency sends. \n3. Review your activity logs by going to your Account Activity : https : //www.coinbase.com/settings/account_activity 4. If you notice any unauthorized transactions, please immediately report this activity to all applicable law enforcement agencies in your jurisdiction. Coinbase is willing to offer full cooperation with all law enforcement investigations relating to unauthorized activity on your account. Cryptocurrency transactions are irreversible once theyve been confirmed on the blockchain so a reversal is not possible. \n\nIf you notice suspicious activity on your account, please follow these steps to make your account more secure : https : //help.coinbase.com/en/coinbase/privacy-and-security/data-privacy/how-can-i-make-my-account-more-secure.html? ref=es Moreover, it looks like your ID uploads were successful and have already been submitted for review. Youll receive an email confirmation after our review is complete. No more action is needed from you at this time. '' XX/XX/XXXX - XX/XX/XXXX * I login every now and then but essentially give up, waiting for something to happen. \n* Somwhere during this time period I send a new email complaining about this process. \n\nXX/XX/XXXX * I receive and email with the following subject : \" [ Closed ] XXXX # XXXX - Account recovery XXXX '' ( new case number ) * Content : \" Hello there! \n\nIt looks like your ID uploads were successful and have already been submitted for review. \n\nThese reviews usually take 48-72 hours to complete, but can sometimes take longer. \n\nIf we have any need for further information, we'll be sure to reach out. \n\nThanks, Coinbase Support '' So it's the same XXXX all over again. I HAVE NOT and CAN NOT upload IDs anyway since there's NOTHING I can do after I login. \n\nXX/XX/XXXX * XXXX receive an email with the subject \" [ Reply ] Case # XXXX - Call for Coinbase Support from XXXX at XXXX XXXX XXXX '' * Content : Hi, Thanks for working with Coinbase Support. \n\nWe hope you were able to get the help you needed. We're closing this case ; if you need additional support, please visit the Coinbase Help Center for quick answers to many questions. \n\nRegards, Coinbase Support '' * So now they've CLOSED MY ORIGINAL CASE without even verifying if it has been resolved. It has not. \n\nXX/XX/XXXX - XX/XX/XXXX * I login randomly throughout this time period to check and see if any progress has been made. Same page. No progress. EVERY. SINGLE. DAY. \n\nXX/XX/XXXX * XXXX file a formal complaint with Coinbase about this exact issue, and tell them I will be reporting them to the SEC and CFPB. \n\nXX/XX/XXXX * No emails received. \n\nXX/XX/XXXX * No emails received. \n* I'm filing this complaint with the CFPB right now. Coinbase has had enough time to resolve my issue. \n* If needed I have documentation on the balances through reporting software.","date_sent_to_company":"2022-01-21T19:19:48.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"80013","tags":null,"has_narrative":true,"complaint_id":"5136838","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2022-01-21T18:09:38.000Z","state":"CO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Upload</em> or snap pictures of the front and back of your <em>government-issued</em> photo ID. If you are taking the photos with your devices camera, make sure your ID is clearly visible. \n4. Using your devices camera, take a live photo of your face and <em>upload</em> it. Be sure the photo is well-lit ( natural light works best ) and clear. \n5. Watch for an email indicating that your identity has been verified. For <em>security</em> reasons, this process usually takes 48 hours to complete but can sometimes take longer. \n6."]},"sort":[17.338383,"5136838"]},{"_index":"complaint-public-v1","_id":"2865090","_score":17.187859,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am trying to work with Experian to get my credit freeze lifted. \nThey were not able to process my request online. Their website suggested I try the online upload. When I did, it said it was not able to accept my upload. \nNow they are requesting a letter, state id, bank statement, and copy of my social security card be mailed directly to them. \n\nMy complaint is this. Experian is asking me to send everything anyone would need to steal my credit in the mail to a known online published mailing address. Literally asking me to create a nice little package for anyone to steal my identity and drop it off at the post office. \n\nIn my opinion, this is highly insecure!","date_sent_to_company":"2018-04-04T14:19:25.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"46220","tags":null,"has_narrative":true,"complaint_id":"2865090","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-04-04T14:06:49.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Their website suggested I try the online <em>upload</em>. When I did, it said it was not able to accept my <em>upload</em>. \nNow they are requesting a letter, state id, bank statement, and copy of my social <em>security</em> card be mailed directly to them. \n\nMy complaint is this. Experian is asking me to send everything anyone would need to steal my credit in the mail to a known online published mailing address."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[17.187859,"2865090"]},{"_index":"complaint-public-v1","_id":"15508383","_score":17.12677,"_source":{"product":"Credit card","complaint_what_happened":"I was pre-approved for a Discover It card, and while I have provided two documents, which the company have required to verify my identity, Discover would still not allow my usage of the card. \n\nFirst time I uploaded the documents, which included the form Discover required, with the Notary 's business card info and his commission number, a California Acknowledgment Civil Code SS 1198 form Stamped by the Notary with his credentials. Their so-called security protection department could not find my uploaded documents. \nThey then said to upload the verifying documents the second time, which I did. I checked up on the status of my ID verification after three days and this time I was told that in order to verify my ID, they need to contact the notary. I submitted the documents, which they requested and have proven my identification. This company is treating the notary as if he's a fake, and I'm looking like a criminal. \n\nNow, they're telling me to go to another notary and upload a new set of documents because they couldn't contact the first notary. It defeats the purpose of the notary 's job by calling the notary to verify he's a real notary while his commission number is stamped on the documents. This Discover company is just giving me the run around and treating me as a criminal. I will let other agencies know about this company 's deceptive practices. I'm sure this company has treated other people in the same way.","date_sent_to_company":"2025-08-24T19:46:38.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"91709","tags":null,"has_narrative":true,"complaint_id":"15508383","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2025-08-24T18:46:16.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["First time I uploaded the documents, which included the form Discover required, with the Notary 's business card info and his commission number, a California Acknowledgment Civil Code SS 1198 form Stamped by the Notary with his <em>credentials</em>. Their so-called <em>security</em> protection department could not find my uploaded documents. \nThey then said to <em>upload</em> the verifying documents the second time, which I did."]},"sort":[17.12677,"15508383"]},{"_index":"complaint-public-v1","_id":"4123874","_score":16.87515,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have had a business checking account with Bank of America since XXXX. I applied for and received a first round of PPP through them. That was a horrible, fraught process filled with dysfunction. I approached them again beginning on XX/XX/XXXX to begin to apply for the second round of PPP, the deadline for which is XX/XX/XXXX. Despite repeated ongoing attempts over hours, days, multiple departments, escalations, local business representatives, \" tech support, '' etc., the dysfunction is so complete that not a single person has been able to correct the problem. I successfully submitted the application and additional documents were requested ( six bank statements from my BOA account showing the disparity in 3Q income between XXXX and XXXX ). I am unable to upload these documents to complete the application. There is a problem with the login credentials I was given by BOA and there is no way for me to upload the documents into any kind of portal. My loan application is not associated with the credentials or login I have been given. Wherever it is, I am locked out of it and can not access it.No one has been able to fix this issue. No one cares. I need this fixed today to complete my PPP application. I have no where else to turn. I have kept a log of most of my interactions but at this point they are so extensive and horrific I am not going to waste further time enumerating them here. A few images them are attached.","date_sent_to_company":"2021-02-08T16:11:34.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"78757","tags":null,"has_narrative":true,"complaint_id":"4123874","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-02-08T15:41:13.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I am unable to <em>upload</em> these documents to complete the application. There is a problem with the login <em>credentials</em> I was given by BOA and there is no way for me to <em>upload</em> the documents into any kind of portal. My loan application is not associated with the <em>credentials</em> or login I have been given. Wherever it is, I am locked out of it and can not access it.No one has been able to fix this issue. No one cares. I need this fixed today to complete my PPP application. I have no where else to turn."]},"sort":[16.87515,"4123874"]},{"_index":"complaint-public-v1","_id":"18393517","_score":16.866385,"_source":{"product":"Credit card","complaint_what_happened":"I contacted my credit card issuer ( Barclays ) in XX/XX/2025 to update my phone number and email address, both of which had changed. I was unable to complete authentication because the only verification method offered was multi-factor authentication sent to my old phone number or email address. \n\nWhen I explained that I no longer had access to either, I was told the only alternative way to verify my identity was to mail copies of my Drivers License, Social Security card, and a recent piece of mail showing my address. I was specifically told that I could not upload these documents electronically and that no other secure verification options were available. \n\nI expressed concern that mailing highly sensitive personally identifiable information ( including my Social Security card ) creates unnecessary identity-theft risk. I asked whether safer alternatives were available, such as secure document upload, in-branch verification, or other manual review methods, but none were offered. \n\nI was eventually able to regain access by recovering my old email account, so I did not mail the documents. However, I am filing this complaint because requiring customers to send extremely sensitive PII through physical mail and refusing secure upload or other modern verification methods poses a significant security risk to consumers. \n\nI am concerned that this practice unnecessarily increases the likelihood of identity theft and does not reflect reasonable or consumer-protective security standards.","date_sent_to_company":"2025-12-31T15:24:20.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"68516","tags":null,"has_narrative":true,"complaint_id":"18393517","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2025-12-31T15:17:55.000Z","state":"NE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Privacy issues"},"highlight":{"complaint_what_happened":["I expressed concern that mailing highly sensitive personally identifiable information ( including my Social <em>Security</em> card ) <em>creates</em> unnecessary identity-theft risk. I asked whether safer alternatives were available, such as secure document <em>upload</em>, in-branch verification, or other manual review methods, but none were offered. \n\nI was eventually able to regain access by recovering my old email account, so I did not mail the documents."]},"sort":[16.866385,"18393517"]},{"_index":"complaint-public-v1","_id":"5749952","_score":16.776218,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I submitted a request for an account with Equifax and created a login. They physically mailed me a code to enable me to create the account. The code was accepted but then when I attempted to login with my credentials ( using a password storage tool so I know I didn't type the credentials incorrectly ) all I get is the following error message, \" We are temporarily unable to complete this request. \nPlease try again later. '' based on the comments here, https : XXXX This \" temporary issue '' appears to be intentional to prevent people from locking their credit reports.","date_sent_to_company":"2022-07-08T20:37:50.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"038XX","tags":null,"has_narrative":true,"complaint_id":"5749952","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-07-08T20:29:22.000Z","state":"NH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I submitted a request for an account with Equifax and <em>created</em> a login. They physically mailed me a code to enable me to <em>create</em> the account. The code was accepted but then when I attempted to login with my <em>credentials</em> ( using a password storage tool so I know I didn't type the <em>credentials</em> incorrectly ) all I get is the following error message, \" We are temporarily unable to complete this request."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[16.776218,"5749952"]},{"_index":"complaint-public-v1","_id":"4212420","_score":16.759111,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Someone at the XXXX XXXX XXXX XXXX XXXX XXXX La around XX/XX/2020 after filing early XXXX address stole my identity by creating account and linking bank account to my unemployment account from XXXX to XX/XX/2020 I have copys of reference number after access the credentials for that account stating that my identity was stolen I have to file taxes on something I wasnt even distributed due lack of security and privacy allow anybody any. Number any souls who provided my stolen information to allow XXXX for 6 months straight and never inform me","date_sent_to_company":"2021-03-14T21:28:29.000Z","issue":"Unexpected or other fees","sub_product":"Government benefit card","zip_code":"708XX","tags":null,"has_narrative":true,"complaint_id":"4212420","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2021-03-14T21:15:34.000Z","state":"LA","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":["Someone at the XXXX XXXX XXXX XXXX XXXX XXXX La around XX/XX/2020 after filing early XXXX address stole my identity by <em>creating</em> account and linking bank account to my unemployment account from XXXX to XX/XX/2020 I have copys of reference number after access the <em>credentials</em> for that account stating that my identity was stolen I have to file taxes on something I wasnt even distributed due lack of <em>security</em> and privacy allow anybody any."],"sub_product":["<em>Government</em> benefit card"]},"sort":[16.759111,"4212420"]},{"_index":"complaint-public-v1","_id":"18227546","_score":16.732468,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am unable to access or manage my Experian credit file because it is security frozen and I can not authenticate into my account. My PIN does not work, and my password also does not work, leaving me completely locked out. \n\nAfter many attempts to speak to an agent without success and several emails and letters, on XXXX XXXX, 2025 I mailed Experian all requested identity verification documents ( government-issued ID, proof of address, etc. ) to resolve this issue. According to tracking, Experian received these documents approximately six weeks ago, yet I have received no response, confirmation, or resolution.\n\nAs of today, my credit file remains frozen, and I am unable to unlock it, reset my credentials, or otherwise access my credit report. This has prevented me from managing my credit and may interfere with legitimate financial activities.\n\nI have attempted to resolve this directly with Experian, but the lack of response and inability to access my account has left me with no alternative but to file this complaint.","date_sent_to_company":"2025-12-22T20:26:29.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"77459","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"18227546","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-12-22T20:09:13.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["I am unable to access or manage my Experian credit file because it is <em>security</em> frozen and I can not authenticate into my account. My PIN does not work, and my password also does not work, leaving me completely locked out. \n\nAfter many attempts to speak to an agent without success and several emails and letters, on XXXX XXXX, 2025 I mailed Experian all requested identity verification documents ( <em>government-issued</em> ID, proof of address, etc. ) to resolve this issue."]},"sort":[16.732468,"18227546"]},{"_index":"complaint-public-v1","_id":"5485072","_score":16.492134,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/22, I received a credit alert by email from usa.Experian.com I attempted to login to my account to see what was going on but could not login. The login stated that my credentials were incorrect. This was the fourth time that I had reset my username and password. ( I have had this account for almost a year, as it was advertised on television as \" Experian XXXX '' and have never had any problems and have been pleased with their help and support. However, in creating this account, it is named under usa.experian.com which then leads to the main Experian website. ) Login problems have just begun within the last few days. As this had been my 4th attempt at resetting my username and password, at XXXX p.m. on XX/XX/22, I decided to just call usa.experian.com at XXXX. When I called ( option \" other membership '' ), I spoke with Experian representative, XXXX. XXXX helped me once more to change my username, password and create new security credentials for the 5th time. I even requested that XXXX remain on the phone while I logged in and out using my new credentials to ensure that my new credentials were working so that I would not have to go through this again. \nOn XX/XX/22, XXXX p.m., I received another credit alert by email. When I attempted to login to my account to view my credit report, I could not login. I called usa.experian.com again and spoke with representative XXXX. While I was speaking with XXXX, the phone suddenly hung up. I called back and this time spoke with XXXX. I again explained what happened previously with XXXX, went on to further explain about my login problems and then requested technical help for my login. XXXX responded that there was no technical help available and that I would have to reset my credentials again as I only had the basic membership plan. She went on further to say that if I purchased another higher rated membership plan to freeze my account, that my account would be fully protected. So, I then told XXXX that it sounded as if my credit account was being tampered with to force me, as a consumer, to purchase another higher rated protection plan -- which I can not afford right now. I thought that this was a bad and unethical business practice by Experian and told her so. This did not seem to phase her at all. In the meanwhile, I have attempted to get into my account and it has been blocked from further attempts to login.","date_sent_to_company":"2022-05-10T19:45:00.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"75227","tags":"Older American","has_narrative":true,"complaint_id":"5485072","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-04-22T19:26:24.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["XXXX helped me once more to change my username, password and <em>create</em> new <em>security</em> <em>credentials</em> for the 5th time. I even requested that XXXX remain on the phone while I logged in and out using my new <em>credentials</em> to ensure that my new <em>credentials</em> were working so that I would not have to go through this again. \nOn XX/XX/22, XXXX p.m., I received another credit alert by email. When I attempted to login to my account to view my credit report, I could not login."]},"sort":[16.492134,"5485072"]},{"_index":"complaint-public-v1","_id":"10657955","_score":16.384012,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My husband and I have a verified Gemini accounts. I was trying to withdraw our XXXX  to a hardware wallet. Gemini then placed a security freeze on the account ( Security hold, Ticket ID : XXXX ). Gemini then requested that I send in the following information which I did : 1. A view of your full face 2. Your ID that was used to register with Gemini. \nXXXX. A handwritten note that states the current date and says [ XXXX ] underneath Apparently that was not enough. Then I had to send in this information : How did you find out about Gemini? My husband. \nHas anyone instructed you to open this Gemini account or requested payment through Gemini? No Have you shared your account credentials with anyone? No Why did you open a Gemini account? To help my husband mange finances and invest. \nHow did you discover the wallet address? I created it on a hardware wallet. \nPlease confirm the actual wallet address to which you'll be withdrawing : XXXX ( XXXX XXXX ) Please confirm the platform, program, site, app, group, or entity that hosts the wallet / issues the wallet address : Its a hardware wallet. I own the hardware. \n\nDocumentation of wallet ownership ( e.g. a screenshot of the wallet dashboard linking the wallet address to your name and/or email address, uploaded via the Gemini XXXX ). This is impossible. The hardware wallet XXXX does not have this. I generated the wallet from the hardware wallet. There is nothing that shows my email or name on the hardware wallet. I will upload a picture of the hardware wallet with the address showing on the hardware wallet. \n( I sent in a picture of my hardware wallet and the transferring wallet address I generated to trasnfer to ). \n\nStill I have no response. Apparently this is now a big issue now with Gemini holding users XXXX XXXX that I didnt know about until I had the problem XXXX XXXX XXXX XXXX XXXX NOT YOUR KEYS, NOT YOUR XXXX ''","date_sent_to_company":"2024-11-01T16:28:38.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"790XX","tags":null,"has_narrative":true,"complaint_id":"10657955","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Winklevoss Exchange LLC","date_received":"2024-11-01T16:12:51.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["No Have you shared your account <em>credentials</em> with anyone? No Why did you open a Gemini account? To help my husband mange finances and invest. \nHow did you discover the wallet address? I <em>created</em> it on a hardware wallet. \nPlease confirm the actual wallet address to which you'll be withdrawing : XXXX ( XXXX XXXX ) Please confirm the platform, program, site, app, group, or entity that hosts the wallet / issues the wallet address : Its a hardware wallet. I own the hardware."]},"sort":[16.384012,"10657955"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":377246,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":325414},{"key":0,"key_as_string":"false","doc_count":51832}]}},"product":{"doc_count":325414,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":126312,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":124833},{"key":"Other personal consumer report","doc_count":1479}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":73425,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":71952},{"key":"Other personal consumer report","doc_count":1263},{"key":"Credit 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