{"took":280,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":678,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4272675","_score":19.107822,"_source":{"product":"Checking or savings account","complaint_what_happened":"In XX/XX/2021 I received a paper checking statement from SunTrust Bank. I had never heard of SunTrust Bank and it was apparent to me that someone opened up the account in my name. I called to inquire on the account. The representative checked the account to make sure that there wasn't any money going in to or out of the account and assured me that SunTrust would freeze the account to assure that no one was able to credit or debit the account and that they would submit the account to their security and fraud department to have it investigated and closed. \n\nOn XX/XX/XXXX I received a second checking account statement from SunTrust. The checking account was still open. And they had included a {$3.00} charge for sending me a paper statement. \n\nOn XX/XX/XXXX I called SunTrust again to see why the account was still open and to dispute the {$3.00} paper statement charge. XXXX from customer service said that the charge would be waived and transferred me to the fraud and security department. The woman who I spoke to said that the account was still open because a case had not been opened in XXXX when I called. She said that the account was frozen. I explained that I didn't want the account frozen, but that I wanted it closed. She again said that they would submit the case to their investigators to look in to the account. I explained that this happened last month but the account was still open. There was nothing that she could do.","date_sent_to_company":"2021-04-05T15:15:23.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"84124","tags":null,"has_narrative":true,"complaint_id":"4272675","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2021-04-05T14:55:29.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened as a result of fraud"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I called SunTrust again to see why the account was <em>still</em> open and to dispute the {$3.00} paper statement charge. XXXX from customer service said that the charge would be waived and <em>transferred</em> me to the fraud and <em>security</em> <em>department</em>. The woman who I spoke to said that the account was <em>still</em> open because a case had not been opened in XXXX when I called. She said that the account was frozen. I <em>explained</em> that I didn't want the account frozen, but that I wanted it closed."]},"sort":[19.107822,"4272675"]},{"_index":"complaint-public-v1","_id":"19279454","_score":19.068684,"_source":{"product":"Debt collection","complaint_what_happened":"I received a XXXX letter Cancellation Of Debt in the mail from US Bank for a credit card loan that was taken out in my name, XXXX XXXX XXXX for this year XXXX in the amount of {$2900.00}. I did not open this account nor have I ever used US Bank for banking, loans or credit cards! I called the fraud department and explained to them that this was not me and that this Credit loan was opened fraudulently and that I wanted them to open a fraud claim or to remove this from my name, they proceeded to transfer my call to several different departments at which point my issue is still not resolved. I also explained to them that I was a victim of identity theft back in XXXX and that I have my social security number flagged with the IRS and I have an XXXX  that I use every year when filing my taxes. I want this resolved and removed from my credit profile.","date_sent_to_company":"2026-02-05T18:51:14.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"80237","tags":null,"has_narrative":true,"complaint_id":"19279454","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-02-05T18:29:22.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["I called the fraud <em>department</em> and <em>explained</em> to them that this was not me and that this Credit loan was opened fraudulently and that I wanted them to open a fraud claim or to remove this from my name, they proceeded to <em>transfer</em> my call to several different <em>departments</em> at which point my issue is <em>still</em> not resolved."]},"sort":[19.068684,"19279454"]},{"_index":"complaint-public-v1","_id":"18248521","_score":18.741154,"_source":{"product":"Checking or savings account","complaint_what_happened":"Around XXXX XX/XX/XXXX there was a text for two factor authentication, I checked my account to change the password. I noticed someone had moved {$4300.00} from my savings to my checking account. After changing the account information, freezing my card, and \" forgetting authorized devices '', I moved the money back into my savings account. Again, the money was moved from savings to checking, so I called the help line. I was told to change my password and freeze my card. I then explained that someone was still in my account after doing things. I was transferred to the dispute department but since no money had been withdrawn, they could not do anything. When I woke up around XXXX XX/XX/XXXX, I saw there was a pending transfer for {$4300.00}. I called back, was transferred to the dispute department, but since the transfer had not posted, they could not do anything. I called the main line at XXXX, as soon as they opened, and was tossed between multiple departments, all of which saying there was nothing they could do unless I wanted to just close the account, losing all of the money I have in the account. I called back a final time around XXXX XX/XX/XXXX, and was put through member security, and they filed a ticket of investigation, and opened a new account. But I still can not dispute the charge until it posts.","date_sent_to_company":"2025-12-23T16:12:56.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"23225","tags":null,"has_narrative":true,"complaint_id":"18248521","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2025-12-23T15:58:37.000Z","state":"VA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I then <em>explained</em> that someone was <em>still</em> in my account after doing things. I was <em>transferred</em> to the dispute <em>department</em> but since no money had been withdrawn, they could not do anything. When I woke up around XXXX XX/XX/XXXX, I saw there was a pending <em>transfer</em> for {$4300.00}. I called back, was <em>transferred</em> to the dispute <em>department</em>, but since the <em>transfer</em> had not posted, they could not do anything."]},"sort":[18.741154,"18248521"]},{"_index":"complaint-public-v1","_id":"10806548","_score":18.326824,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am victimized by identity theft in XXXX through the tax income. XXXX made setup and called the XXXX account on her or his own emails and phone before XXXX financial contacted me and confused security. I have no idea when I got credit card and then I contacted XXXX department. Fraudsters transferred about {$XXXX} to my old bank account before fraud money went to the XXXX XXXX 's bank in XXXX and messed. \n\nI am tired to explain XXXX XXXX XXXX  and XXXX everything since XXXX and reported to the XXXX XXXX  XXXX  after I closed both banks that had resulted of the fraudulent activity. I still fight XXXX XXXX XXXX to dispute and close XXXX account. I also got my attorney send letter to explain XXXX.","date_sent_to_company":"2024-11-15T00:49:04.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"681XX","tags":null,"has_narrative":true,"complaint_id":"10806548","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-11-15T00:49:02.000Z","state":"NE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem canceling credit monitoring or identify theft protection service"},"highlight":{"complaint_what_happened":["XXXX made setup and called the XXXX account on her or his own emails and phone before XXXX financial contacted me and confused <em>security</em>. I have no idea when I got credit card and then I contacted XXXX <em>department</em>. Fraudsters <em>transferred</em> about {$XXXX} to my old bank account before fraud money went to the XXXX XXXX 's bank in XXXX and messed."]},"sort":[18.326824,"10806548"]},{"_index":"complaint-public-v1","_id":"4035904","_score":17.636702,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have a joint account with my grandmother who receives social security and pension each month on the XXXX of every month. Her social security and pension were deposited into our Chase account XX/XX/2020. On XX/XX/2020, my grandmother passed away. There was a hold placed on the account unbeknownst to me, which left the account negative {>= $1,000,000}. I called into Chase XX/XX/2020 and the representative could not fully explain to me why there was a hold on the account. Due to me not knowing what was going on, I transferred the remaing funds from our joint account to my personal account ( {$2100.00} ). The {$2100.00} that I transferred to my personal account is now gone and I never spent the money. I called in today XX/XX/2020 to see what was going on and try to get some answers as to why there is still a negative balance showing and what happened to all of the funds and I got nowhere. I was told that the \" deceased Processing '' department is handling the account but I was unable to speak with them. There should be a total of {$3900.00} in the account. Instead the account is negative - {>= $1,000,000}. This is a huge inconvenience, as my family are still paying expenses associated with the cost for the funeral, along with the obligated rent that was due for the month.","date_sent_to_company":"2020-12-29T08:19:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33496","tags":"Servicemember","has_narrative":true,"complaint_id":"4035904","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-12-29T02:55:10.000Z","state":"FL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I have a joint account with my grandmother who receives social <em>security</em> and pension each month on the XXXX of every month. Her social <em>security</em> and pension were deposited into our Chase account XX/XX/2020. On XX/XX/2020, my grandmother passed away. There was a hold placed on the account unbeknownst to me, which left the account negative {>= $1,000,000}. I called into Chase XX/XX/2020 and the representative could not fully <em>explain</em> to me why there was a hold on the account."]},"sort":[17.636702,"4035904"]},{"_index":"complaint-public-v1","_id":"5597251","_score":17.609016,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX a scam caller stole all of the money out of my USAA checking and savings accounts, a total of {$4700.00} and {$20.00} wire fee. They called from the USAA customer service number and texted me verification codes from the USAA automated text number and emailed me official USAA documents saying that someone was trying to steal money from me. They moved {$3400.00} from my savings account into my checking account, then wired out everything but the {$20.00} for the wire fee. I reported the event on XX/XX/XXXX when I realized what had happened. The USAA banker I spoke to on the 14th filed a financial crime report and took no further actions. \n\nI called back on the 15th asking for clarification on what I should do and what I should expect the bank to do. At this time, I was told that I was supposed have been transferred to the security team the first time I called but was not offered an explanation for why this didn't happen. Another financial crime report was filed at this time. I then spoke to the wire transfer department who tried to recall the wire transfer, and the security team who had me change my account log in information and security questions. The security team member said that was all that I needed to do ( in addition to using a credit monitoring service ) and that I did not need to make a new account. \n\nOn XX/XX/XXXX, I received a call from the fraud department at USAA informing me that the case was investigated and the decision was made that I was explicitly not found liable and would be reimbursed in full. \n\nOn XX/XX/XXXX, {$3400.00} were transferred into my savings account. This was the amount that was stolen out of my savings account, but I was not reimbursed for the XXXX that was stolen from my checking account and I was not given any reason for this. I received a {$1400.00} tax refund on XX/XX/XXXX as a XXXX transfer, but I don't see any reason why a USAA agent would mistake that for a credit from the bank. \n\nOn XX/XX/XXXX, a fraudulent check marked # XXXX took {$3400.00} out of my checking account. For some reason USAA allowed this check to be processed, leaving my account at a liability of about - {$2000.00}. \n\nI called USAA customer service on XX/XX/XXXX and explained what happened and was inexplicably transferred to a debt-collector. The debt-collector said that I owed the {$2000.00} because the bank had really only given me a provisional credit and then took it back out of my account because I was found liable. I explained that this didn't make any sense because the person who spoke to me said the opposite, it was taken out by a fake check, and I was left with a negative balance. I was then transferred to a banker who listened to me and actually looked at my account history in order to make detailed notes about what happened. He said that they should have had me close the compromised account in the first place, and I never should have been transferred to a debt-collector. He advised that I open a new account now and wait for the fraudulent check to come back before I transfer all my money into new accounts. I opened a new account that day and have been waiting to get my money back since then. \n\nI called again on XX/XX/XXXX and someone who was able to see the fraud department 's notes said that I would be reimbursed in full within XXXX days, including the money that I was owed from the first instance of fraud. \n\nI called on XX/XX/XXXX because I still had not received any money and was told that no one can see the fraud department 's notes but the banker wrote a message for the fraud department that I had called asking about the case. \n\nI still have not received any kind of resolution 42 days after the incident which I reported in a timely manner on XX/XX/XXXX.","date_sent_to_company":"2022-05-24T22:56:21.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"02909","tags":"Servicemember","has_narrative":true,"complaint_id":"5597251","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2022-05-24T21:11:05.000Z","state":"RI","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["At this time, I was told that I was supposed have been <em>transferred</em> to the <em>security</em> team the first time I called but was not offered an explanation for why this didn't happen. Another financial crime report was filed at this time. I then spoke to the wire <em>transfer</em> <em>department</em> who tried to recall the wire <em>transfer</em>, and the <em>security</em> team who had me change my account log in information and <em>security</em> questions."]},"sort":[17.609016,"5597251"]},{"_index":"complaint-public-v1","_id":"7161185","_score":17.533121,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Unable to get credit score or any information from Experian and XXXX XXXX. Ive tried to contact Experian and XXXX XXXX several times on the phone. Could never reach a customer service representative with Experian due to automated system so I then emailed them on XX/XX/XXXX. Received an email that did not help at all. Repeatedly emailed them asking for help explaining that I was locked out of account for some reason and received the same automated email over and over. When contacting XXXX XXXX through XXXX XXXX, was told that my social security was wrong when I first opened my account which was XX/XX/XXXX. Was told it was going to be fixed and I should be able to access in a week. And on this day XX/XX/XXXX I am still unable to access it. It says it is unable to recognize my information. Called again several times and was told everything looks fine on their end and kept getting transferred to different departments. The last time I tried to contact them to resolve this issue XX/XX/XXXX and I kept getting transferred to different departments as well.","date_sent_to_company":"2023-06-24T12:22:06.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"721XX","tags":null,"has_narrative":true,"complaint_id":"7161185","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-06-24T12:22:03.000Z","state":"AR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem getting your free annual credit report"},"highlight":{"complaint_what_happened":["Called again several times and was told everything looks fine on their end and kept getting <em>transferred</em> to different <em>departments</em>. The last time I tried to contact them to resolve this issue XX/XX/XXXX and I kept getting <em>transferred</em> to different <em>departments</em> as well."]},"sort":[17.533121,"7161185"]},{"_index":"complaint-public-v1","_id":"1355725","_score":17.127724,"_source":{"product":"Credit card","complaint_what_happened":"I just called and spoke to a representative by the name of XXXX, ID # XXXX, and she confirmed that the document, which is my XXXX XXXX Bank statement, her department actually received it on XXXX XXXX, 2015. She did not understand how a supervisor or her other fellow employees that I 've spoke to over the past could not locate it. She was nice to clear all of the security issues. At that time, she informed me that her company, Barclay Bank were going to approve me for a {$2500.00} credit card. I explained to XXXX that I was originally approved for a {$4000.00} credit card. This is when she transferred me over to the credit card customer service department and I spoke to a rep by the name of XXXX. XXXX informed me that he could not issue me a credit card at this time because he felt like I had not enough credit when in actuality, I have over 6 years worth of credit showing on my credit report. \nIt was just very frustrating to wait for almost 4 months for XXXX Bank 's security department to locate all of my personal information only to be transferred to this rep in the credit card department for him to tell me that I do n't qualify for any of their many credit cards. \nWhy would the same credit card department originally approve me for a {$4000.00} credit card back in XXXX on to have told me on XXXX XXXX that I do n't qualify. \nI called the President 's office of Barclay Bank right now and tried to speak to XXXX, but he was on vacation and would n't be returning back to work not until Monday so the rep I was speaking to transferred me to the manager of the credit card department. \nXXXX, which is the manager in the credit department is re-reviewing my application again and she is claiming because I do n't have enough credit history. She informed me that her departments does not just look at the credit score, or the fact that I 've never been late on any of my student loans, or car note, or anything like that ; that was still not good enough for me to obtain a credit card through their company. \nI 've never heard of any bank state that they do n't go off of credit scores to determine eligibility for a credit card. \nI wanted to cancel my application on many occasions but I was told that I could not cancel because I was approved. I was told this by supervisors in the security department as well as reps in he security department. \nI really just do n't understand why I was sent through that long process only to be told that I did not get approved. \nThis should have been told to me at the beginning. I would not have been wasting my time or theres!","date_sent_to_company":"2015-05-04T16:38:13.000Z","issue":"Credit determination","sub_product":null,"zip_code":"90017","tags":null,"has_narrative":true,"complaint_id":"1355725","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2015-04-30T19:10:10.000Z","state":"CA","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["It was just very frustrating to wait for almost 4 months for XXXX Bank 's <em>security</em> <em>department</em> to locate all of my personal information only to be <em>transferred</em> to this rep in the credit card <em>department</em> for him to tell me that I do n't qualify for any of their many credit cards. \nWhy would the same credit card <em>department</em> originally approve me for a {$4000.00} credit card back in XXXX on to have told me on XXXX XXXX that I do n't qualify."]},"sort":[17.127724,"1355725"]},{"_index":"complaint-public-v1","_id":"10321682","_score":17.088278,"_source":{"product":"Checking or savings account","complaint_what_happened":"Good afternoon, I sent a wire transfer through JP Morgan Chase bank to a development company in the XXXX XXXX on XX/XX/XXXX. When I saw that a day past and the funds were not received. I called Chase, the customer service representative informed that it takes 3 to 5 business days for the transfer to be completed. I waited 6 business days to called the development company and I found out that they did not received the funds. \nI called Chase again, a customer service representative informed me that Chase security team reach out to me on XX/XX/XXXX to my landline and I did not responded. They also said that I'm getting secure notifications. I DID NOT received any secure notification. And when the call was made I wasn't at home. \nWhen I reached out to the development company they said that the reason for the deposit not been issue to their account is because I missed adding the word development XXXX to the company 's name. \n\nI called Chase customer service again on XX/XX/XXXX ; the department of wire transfer team informed me that the transaction was completed. I asked them to amendment the company 's name from XXXX XXXX to XXXX XXXX XXXX, XXXX. Chase 's customer service informed me that everything would be completed within XXXX to XXXX hours. Ant that was it! \nI called the recipient to investigate if the deposit when through. The recipient informed me that the bank in the XXXX XXXX is holding the funds until I authorize the transfer. Once I called Chase customer services, wire transfer department to ask the \" security team '' to called me back. Since nobody told me at customer service that I needed to confirm the changes on the wire transfer. \nFast forward to Monday XX/XX/XXXX, calling Chase customer a representative informed me that Chase has been trying to send me secure messages and calling and I don't respond to any of their calls or messages. \nFirst, I did not received any secure messages from Chase at all regarding wire transfer. Second, the calls were place to a landline which I ended up deleting from my chase profile so, Chase security team can contact me to my cellphone number. After this situation I went in person to a Chase branch in XXXX on Wednesday XX/XX/XXXX to speak with a manager and showed them that I have not received any messages neither calls. The manage called Chase wire transfer team, explained to them my situation and told them that my notification were not received. Through them the customer service / wire transfer depart assured me that I could get a call at any moment. I have not received that call yet. I have called Chase customer service / wire transfer department about 10 times since this incident happened. And I still haven't gotten any call back from their \" security team ''. Since I made the amendment. The wire transfer of {$16000.00} is still flowing in the air in a bank in the XXXX XXXX. \n\nPlease be advised, I am very concern with Chase regarding my accounts. I have been Chase customer for more than 20 years. And I believed that if I'm making everything possible to reach to them to approve a transaction I did. Imagine a transaction done by a bad actor! What type security I get from Chase if someone else empty my account and Chase never call me to confirm!!! \n\nThank you, XXXX","date_sent_to_company":"2024-10-02T17:54:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"10040","tags":null,"has_narrative":true,"complaint_id":"10321682","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-10-02T16:59:39.000Z","state":"NY","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["The manage called Chase wire <em>transfer</em> team, <em>explained</em> to them my situation and told them that my notification were not received. Through them the customer service / wire <em>transfer</em> depart assured me that I could get a call at any moment. I have not received that call yet. I have called Chase customer service / wire <em>transfer</em> <em>department</em> about 10 times since this incident happened. And I <em>still</em> haven't gotten any call back from their \" <em>security</em> team ''. Since I made the amendment."]},"sort":[17.088278,"10321682"]},{"_index":"complaint-public-v1","_id":"3895243","_score":17.05426,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2020, I got an alert that a hard inquiry was made against my credit. I was able to retrieve information about the loan company that made the hard inquiry. The loan company was XXXX. I did not apply for any loan, so I was confused about why they would need to check my credit score. I called XXXX that same day, XX/XX/2020, at XXXX XXXX. I spoke with a customer representative and I try to explain to her that I found that a hard inquiry was done on my report and I am calling to find out why. She asked for my social security and told me that their offices were closed and that I should call back on a different number on Monday during their business hours. I later found out that a person put me down as a cosigner for a student loan with XXXX. The hard inquiry was not authorized by me. The customer representatives refused to cooperate with me in finding an appropriate solution for my issue. I then proceeded to dispute the hard inquiry with the credit bureau, XXXX, Equifax, and XXXX. Equifax asked me to send in documents that are difficult to obtain due to the global pandemic. The customer representatives that I spoke with at both XXXX and Equifax were difficult to work with and unsympathetic to my situation. \n\nA detailed account of my experience with XXXX : I called XXXX back on Monday, XX/XX/2020, at XXXX XXXX and spoke with a customer representative from Utah. She asked for my social security number and she said there was no account found. I then tried to explain to her my situation and she told me she then transferred me to a different department that handles mortgages. I tried to explain to the customer representative from their mortgage department my situation and she said that there was no account found and I thanked her and ended the call. I called XXXX again at XXXX XXXX  that same day and I spoke with a customer representative from Utah. She asked me for my social security and I gave it to her and she said no account was found. I then told her that I am calling because I found that XXXX made a hard inquiry against my credit and I had no knowledge about why it was done. I then explained to her that I called the credit bureau to notify them but I need to learn more information about what happened so that my issue can be properly resolved. The customer representative then said that she could connect me to the banking department to get more information. She transferred me and my call went straight to voicemail. I did not leave a voicemail and called XXXX back at XXXX XXXX. Once again I spoke with a customer representative from Utah. I asked her if she could listen to what I have to say because I felt like they were not interested in helping me investigate a possible fraudulent activity. She then said to me in a sarcastic tone that she knows it must be frustrating to be transferred to different departments and not feel like I am not being heard. I responded and said okay but I just need help finding an appropriate solution to my issue so that I can go on with my day. She then told put me on hold and I waited about a minute. Then she said she will transfer me to the fraud department. I thank her and waited until I got transferred. Once transferred, I spoke with a customer representative from the fraud department. She asked for my social security and my date of birth. I gave her both information and I asked if I could explain my situation to her. I then tried to explain that I am not sure why a hard inquiry was done against my credit when I did not apply for anything with XXXX. She then suspiciously asked me did you apply for a student loan and I responded no. I explained to her that I did not apply for any loans with XXXX and I only had a Federal student loan. So, then I asked is that why my credit report was checked? She did not respond, and she said that she will have to end the call because of how I am speaking to her. She then hung up on me and I was shocked. \n\nI called XXXX back and related it to a customer representative from Utah. I had a short conversation with her about my situation. She like the rest did not seem concerned about helping me resolve the issue. I asked if I can speak with someone from their student loan division and she transferred me to them. Once transferred, the customer representative from the student loan department asked for my social security as well and I asked if I can explain to her my situation because I keep getting transferred back and forth. She reluctantly said yes and while I was explaining my situation, she interrupted me several times and said that she does not understand what I am saying. I then repeated to her that I am not sure why a hard inquiry was done against my credit because I did not authorize for any student loan with XXXX. She then said to me that she thought the way I spoke was condescending. I sighed and said I speak like this to people and that I am just trying to figure out what is going on. She then complained about how I was talking to her and I said to not take it personally because I am calling you for help with a possible fraudulent activity. She then calmed down and said that I was listed as a cosigner for a student loan for a person I at the time was not familiar with. She then commented on how my last name was unusual and that the person had the same name. I responded and said why are you questioning me about a student loan I did not authorize. I then explained how I was shocked that XXXX will process a student loan application and check my credit report without me authorizing it. I was never contacted to authorize being a cosigner for a student loan. She then said that she canceled the application. I was relieved but still concerned about my credit score since it dropped by several points because they did not authorize a credit check with me. I thanked the customer representative and said I will call back to resolve the hard inquiry issue. \n\nI called XXXX on XX/XX/2020, and I spoke with a Customer representative from Utah. I explained to her my situation and that I need some type of documentation of the incident so that I can have the hard inquiry done against my credit removed from my credit report. She said that she will email the fraud department and have them call me back. The customer representative sounded rehearsed and mentioned things that I never told her before. She also sounded unconcerned about my situation and did not check if my contact information was correct. It has been two weeks and I have yet to receive a phone call. I am tired of calling and annoyed with the lack of care from the customer representatives from XXXX. My experience with them has been very time consuming and exhausting.","date_sent_to_company":"2020-10-12T21:31:15.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"951XX","tags":null,"has_narrative":true,"complaint_id":"3895243","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-10-12T21:31:11.000Z","state":"CA","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["I asked if I can speak with someone from their student loan division and she <em>transferred</em> me to them. Once <em>transferred</em>, the customer representative from the student loan <em>department</em> asked for my social <em>security</em> as well and I asked if I can <em>explain</em> to her my situation because I keep getting <em>transferred</em> back and forth. She reluctantly said yes and while I was <em>explaining</em> my situation, she interrupted me several times and said that she does not understand what I am saying."]},"sort":[17.05426,"3895243"]},{"_index":"complaint-public-v1","_id":"3895241","_score":17.05426,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2020, I got an alert that a hard inquiry was made against my credit. I was able to retrieve information about the loan company that made the hard inquiry. The loan company was Discover. I did not apply for any loan, so I was confused about why they would need to check my credit score. I called Discover that same day, XX/XX/2020, at XXXX XXXX. I spoke with a customer representative and I try to explain to her that I found that a hard inquiry was done on my report and I am calling to find out why. She asked for my social security and told me that their offices were closed and that I should call back on a different number on Monday during their business hours. I later found out that a person put me down as a cosigner for a student loan with Discover. The hard inquiry was not authorized by me. The customer representatives refused to cooperate with me in finding an appropriate solution for my issue. I then proceeded to dispute the hard inquiry with the credit bureau, XXXX, XXXX, and XXXX. XXXX  asked me to send in documents that are difficult to obtain due to the global pandemic. The customer representatives that I spoke with at both Discover and XXXX  were difficult to work with and unsympathetic to my situation. \n\nA detailed account of my experience with Discover : I called Discover back on Monday, XX/XX/2020, at XXXX XXXX  and spoke with a customer representative from Utah. She asked for my social security number and she said there was no account found. I then tried to explain to her my situation and she told me she then transferred me to a different department that handles mortgages. I tried to explain to the customer representative from their mortgage department my situation and she said that there was no account found and I thanked her and ended the call. I called Discover  again at XXXX XXXX  that same day and I spoke with a customer representative from Utah. She asked me for my social security and I gave it to her and she said no account was found. I then told her that I am calling because I found that Discover made a hard inquiry against my credit and I had no knowledge about why it was done. I then explained to her that I called the credit bureau to notify them but I need to learn more information about what happened so that my issue can be properly resolved. The customer representative then said that she could connect me to the banking department to get more information. She transferred me and my call went straight to voicemail. I did not leave a voicemail and called Discover back at XXXX XXXX. Once again I spoke with a customer representative from Utah. I asked her if she could listen to what I have to say because I felt like they were not interested in helping me investigate a possible fraudulent activity. She then said to me in a sarcastic tone that she knows it must be frustrating to be transferred to different departments and not feel like I am not being heard. I responded and said okay but I just need help finding an appropriate solution to my issue so that I can go on with my day. She then told put me on hold and I waited about a minute. Then she said she will transfer me to the fraud department. I thank her and waited until I got transferred. Once transferred, I spoke with a customer representative from the fraud department. She asked for my social security and my date of birth. I gave her both information and I asked if I could explain my situation to her. I then tried to explain that I am not sure why a hard inquiry was done against my credit when I did not apply for anything with Discover. She then suspiciously asked me did you apply for a student loan and I responded no. I explained to her that I did not apply for any loans with Discover and I only had a Federal student loan. So, then I asked is that why my credit report was checked? She did not respond, and she said that she will have to end the call because of how I am speaking to her. She then hung up on me and I was shocked. \n\nI called Discover back and related it to a customer representative from Utah. I had a short conversation with her about my situation. She like the rest did not seem concerned about helping me resolve the issue. I asked if I can speak with someone from their student loan division and she transferred me to them. Once transferred, the customer representative from the student loan department asked for my social security as well and I asked if I can explain to her my situation because I keep getting transferred back and forth. She reluctantly said yes and while I was explaining my situation, she interrupted me several times and said that she does not understand what I am saying. I then repeated to her that I am not sure why a hard inquiry was done against my credit because I did not authorize for any student loan with Discover. She then said to me that she thought the way I spoke was condescending. I sighed and said I speak like this to people and that I am just trying to figure out what is going on. She then complained about how I was talking to her and I said to not take it personally because I am calling you for help with a possible fraudulent activity. She then calmed down and said that I was listed as a cosigner for a student loan for a person I at the time was not familiar with. She then commented on how my last name was unusual and that the person had the same name. I responded and said why are you questioning me about a student loan I did not authorize. I then explained how I was shocked that Discover will process a student loan application and check my credit report without me authorizing it. I was never contacted to authorize being a cosigner for a student loan. She then said that she canceled the application. I was relieved but still concerned about my credit score since it dropped by several points because they did not authorize a credit check with me. I thanked the customer representative and said I will call back to resolve the hard inquiry issue.\n\nI called Discover on XX/XX/2020, and I spoke with a Customer representative from Utah. I explained to her my situation and that I need some type of documentation of the incident so that I can have the hard inquiry done against my credit removed from my credit report. She said that she will email the fraud department and have them call me back. The customer representative sounded rehearsed and mentioned things that I never told her before. She also sounded unconcerned about my situation and did not check if my contact information was correct. It has been two weeks and I have yet to receive a phone call. I am tired of calling and annoyed with the lack of care from the customer representatives from Discover. My  experience with them has been very time consuming and exhausting.","date_sent_to_company":"2020-10-12T21:31:04.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"951XX","tags":null,"has_narrative":true,"complaint_id":"3895241","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2020-10-12T20:42:10.000Z","state":"CA","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["I asked if I can speak with someone from their student loan division and she <em>transferred</em> me to them. Once <em>transferred</em>, the customer representative from the student loan <em>department</em> asked for my social <em>security</em> as well and I asked if I can <em>explain</em> to her my situation because I keep getting <em>transferred</em> back and forth. She reluctantly said yes and while I was <em>explaining</em> my situation, she interrupted me several times and said that she does not understand what I am saying."]},"sort":[17.05426,"3895241"]},{"_index":"complaint-public-v1","_id":"3895230","_score":17.052713,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2020, I got an alert that a hard inquiry was made against my credit. I was able to retrieve information about the loan company that made the hard inquiry. The loan company was XXXX. I did not apply for any loan, so I was confused about why they would need to check my credit score. I called XXXX that same day, XX/XX/2020, at XXXX XXXX. I spoke with a customer representative and I try to explain to her that I found that a hard inquiry was done on my report and I am calling to find out why. She asked for my social security and told me that their offices were closed and that I should call back on a different number on Monday during their business hours. I later found out that a person put me down as a cosigner for a student loan with XXXX. The hard inquiry was not authorized by me. The customer representatives refused to cooperate with me in finding an appropriate solution for my issue. I then proceeded to dispute the hard inquiry with the credit bureau, XXXX, XXXX, and Experian. XXXX  asked me to send in documents that are difficult to obtain due to the global pandemic. The customer representatives that I spoke with at both XXXX and XXXX  were difficult to work with and unsympathetic to my situation. \n\nA detailed account of my experience with XXXX : I called XXXX back on Monday, XX/XX/2020, at XXXX XXXX  and spoke with a customer representative from Utah. She asked for my social security number and she said there was no account found. I then tried to explain to her my situation and she told me she then transferred me to a different department that handles mortgages. I tried to explain to the customer representative from their mortgage department my situation and she said that there was no account found and I thanked her and ended the call. I called XXXX again at XXXX XXXX  that same day and I spoke with a customer representative from Utah. She asked me for my social security and I gave it to her and she said no account was found. I then told her that I am calling because I found that XXXX made a hard inquiry against my credit and I had no knowledge about why it was done. I then explained to her that I called the credit bureau to notify them but I need to learn more information about what happened so that my issue can be properly resolved. The customer representative then said that she could connect me to the banking department to get more information. She transferred me and my call went straight to voicemail. I did not leave a voicemail and called XXXX back at XXXX XXXX. Once again I spoke with a customer representative from Utah. I asked her if she could listen to what I have to say because I felt like they were not interested in helping me investigate a possible fraudulent activity. She then said to me in a sarcastic tone that she knows it must be frustrating to be transferred to different departments and not feel like I am not being heard. I responded and said okay but I just need help finding an appropriate solution to my issue so that I can go on with my day. She then told put me on hold and I waited about a minute. Then she said she will transfer me to the fraud department. I thank her and waited until I got transferred. Once transferred, I spoke with a customer representative from the fraud department. She asked for my social security and my date of birth. I gave her both information and I asked if I could explain my situation to her. I then tried to explain that I am not sure why a hard inquiry was done against my credit when I did not apply for anything with XXXX. She then suspiciously asked me did you apply for a student loan and I responded no. I explained to her that I did not apply for any loans with XXXX and I only had a Federal student loan. So, then I asked is that why my credit report was checked? She did not respond, and she said that she will have to end the call because of how I am speaking to her. She then hung up on me and I was shocked. \n\nI called XXXX back and related it to a customer representative from Utah. I had a short conversation with her about my situation. She like the rest did not seem concerned about helping me resolve the issue. I asked if I can speak with someone from their student loan division and she transferred me to them. Once transferred, the customer representative from the student loan department asked for my social security as well and I asked if I can explain to her my situation because I keep getting transferred back and forth. She reluctantly said yes and while I was explaining my situation, she interrupted me several times and said that she does not understand what I am saying. I then repeated to her that I am not sure why a hard inquiry was done against my credit because I did not authorize for any student loan with XXXX. She then said to me that she thought the way I spoke was condescending. I sighed and said I speak like this to people and that I am just trying to figure out what is going on. She then complained about how I was talking to her and I said to not take it personally because I am calling you for help with a possible fraudulent activity. She then calmed down and said that I was listed as a cosigner for a student loan for a person I at the time was not familiar with. She then commented on how my last name was unusual and that the person had the same name. I responded and said why are you questioning me about a student loan I did not authorize. I then explained how I was shocked that XXXX will process a student loan application and check my credit report without me authorizing it. I was never contacted to authorize being a cosigner for a student loan. She then said that she canceled the application. I was relieved but still concerned about my credit score since it dropped by several points because they did not authorize a credit check with me. I thanked the customer representative and said I will call back to resolve the hard inquiry issue. \n\nI called XXXX on XX/XX/2020, and I spoke with a Customer representative from Utah. I explained to her my situation and that I need some type of documentation of the incident so that I can have the hard inquiry done against my credit removed from my credit report. She said that she will email the fraud department and have them call me back. The customer representative sounded rehearsed and mentioned things that I never told her before. She also sounded unconcerned about my situation and did not check if my contact information was correct. It has been two weeks and I have yet to receive a phone call. I am tired of calling and annoyed with the lack of care from the customer representatives from XXXX. My experience with them has been very time consuming and exhausting.","date_sent_to_company":"2020-10-12T21:31:15.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"951XX","tags":null,"has_narrative":true,"complaint_id":"3895230","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-10-12T21:31:11.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["I asked if I can speak with someone from their student loan division and she <em>transferred</em> me to them. Once <em>transferred</em>, the customer representative from the student loan <em>department</em> asked for my social <em>security</em> as well and I asked if I can <em>explain</em> to her my situation because I keep getting <em>transferred</em> back and forth. She reluctantly said yes and while I was <em>explaining</em> my situation, she interrupted me several times and said that she does not understand what I am saying."]},"sort":[17.052713,"3895230"]},{"_index":"complaint-public-v1","_id":"1702582","_score":17.023754,"_source":{"product":"Credit card","complaint_what_happened":"I received an alert on my credit report that a hard inquiry was made to my credit report by a company called \" First Data Merchant Services ''. I immediately recognized this to be a fraudulent inquiry and attempted to contact First Data to alert them to the fraudulent activity and close the account if one had been opened. I found a customer service phone number and talked to a representative who told me I needed to speak to the Security Department. I was transferred. The call went to voicemail and I left a message explaining the situation and left my phone number. After receiving no call back for XXXX days I called again. Over the next week I called First Data 24 times trying to speak to someone who could address this potential fraudulent activity. I was always referred to the same \" security '' desk who never answered the phone and never returned my call. It has been three weeks and i 'm still yet to be contacted. \nThis company issues credit card processing machines to merchants. Someone has potentially opened a fraudulent account using my personal info and this company can not or more likely will not contact me to attempt to resolve. As frustrating as identity theft is, it isnt nearly as frustrating as a company like this who gives them the ability to perpetrate then gives no ability to the victimized consumer to address. Furthermore, I was unable to obtain an e-mail or mailing address to either the security department or legal department to send a letter with my concerns. I asked agents as well as their website. Not one email or mailing address is listed on their website. Please address this criminally negligent company.","date_sent_to_company":"2015-12-18T18:07:01.000Z","issue":"Identity theft / Fraud / Embezzlement","sub_product":null,"zip_code":"02128","tags":null,"has_narrative":true,"complaint_id":"1702582","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"First Data Corporation","date_received":"2015-12-16T17:54:31.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I found a customer service phone number and talked to a representative who told me I needed to speak to the <em>Security</em> <em>Department</em>. I was <em>transferred</em>. The call went to voicemail and I left a message <em>explaining</em> the situation and left my phone number. After receiving no call back for XXXX days I called again. Over the next week I called First Data 24 times trying to speak to someone who could address this potential fraudulent activity."]},"sort":[17.023754,"1702582"]},{"_index":"complaint-public-v1","_id":"18599011","_score":16.997393,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> XXXX ; XXXX a.m. I contacted Regions Bank customer service to gain access to my account because the number on file was no longer available ; After updating to my new contact number and receiving verification code The mobile app notified me that the account ownerships could not be verified. I again contacted customer service at around XXXX This representative told me she could not find an account with my social security number and the account was closed. I explained how could the account be closed when I just gave new contact number and logged into account. The representative became argumentative so I asked to be transferred to the XXXX call center of the bank at XXXX. The representative stated my account was closed and she doesnt have to access the information because it was a joint account and I couldnt give husband social security number to gain further information as to why account was closed without notification, I then called back again to the Bank department to remove my new phone number out there system she refused to do so and stated the new number is attached to my social security number. I have a complaint XXXX, how could my information be accessed and accepted by the first banks representative who did not know the account was closed. There system should have been flagged and not allowed for the verification process Second, the XXXX female representatives from the fraud department I spoke to at XXXX on this stated date refused to remove my new contact number and still would not further assist me to explain company policies concerning this matter .All I know is banks get hacked and I refuse to have my new number and info lingering in a system the Bank claimed is closed but still accessible from their mobile app. I asked for the branch manager at the XXXX XXXX Louisiana location to speak directly however the representative stated I could talk to anyone and was quite condescending. I want my information removed and they refused to take it out their system.","date_sent_to_company":"2026-01-09T15:21:44.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"707XX","tags":null,"has_narrative":true,"complaint_id":"18599011","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"REGIONS FINANCIAL CORPORATION","date_received":"2026-01-09T14:29:33.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I again contacted customer service at around XXXX This representative told me she could not find an account with my social <em>security</em> number and the account was closed. I <em>explained</em> how could the account be closed when I just gave new contact number and logged into account. The representative became argumentative so I asked to be <em>transferred</em> to the XXXX call center of the bank at XXXX."]},"sort":[16.997393,"18599011"]},{"_index":"complaint-public-v1","_id":"20340864","_score":16.953579,"_source":{"product":"Checking or savings account","complaint_what_happened":"am reporting unauthorized electronic fund transfers on my account with TD Bank. \n\nIn XXXX, multiple transactions labeled as phone transfers moved money from my savings account to my checking account. These transfers were not authorized by me. Following these transfers, funds were withdrawn from my checking account without my permission. \n\nI did not initiate these transfers, and I did not authorize anyone to access my accounts. I had security measures in place, including phone verification and voice authentication, yet these transactions were still processed. I did not receive proper alerts, and I have no record of making these calls or authorizing these actions. \n\nI have screenshots and documentation from a TD Bank branch confirming that these transactions exist. However, when I contacted TD Banks fraud department, I was told they could not see these transactions in their system and refused to open a fraud investigation. I was sent back to the branch, and the branch also refused to open a fraud claim or escalate the issue. \n\nI have been repeatedly sent back and forth between the branch and the fraud department without any resolution. I have explicitly stated that these transactions are unauthorized, yet the bank has refused to investigate, stating that the transfers were internal between my own accounts. \n\nRegardless of whether the transfers were internal, I did not authorize them. Someone gained access to my accounts and moved my money without my permission. This constitutes unauthorized electronic fund transfers.\n\nI am formally disputing these transactions under the Electronic Fund Transfer Act ( Regulation E ) and am requesting a full investigation into how these transactions were processed, how my account security was bypassed, and why no proper authentication safeguards prevented this activity.\n\nI am seeking reimbursement for any unauthorized withdrawals, a full explanation of how this occurred, and confirmation that a proper fraud investigation has been conducted. I am also requesting a written response explaining why my claim was not initially investigated and why I was denied the ability to open a fraud case.","date_sent_to_company":"2026-03-17T18:04:35.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"077XX","tags":null,"has_narrative":true,"complaint_id":"20340864","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2026-03-17T17:49:59.000Z","state":"NJ","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I had <em>security</em> measures in place, including phone verification and voice authentication, yet these transactions were <em>still</em> processed. I did not receive proper alerts, and I have no record of making these calls or authorizing these actions. \n\nI have screenshots and documentation from a TD Bank branch confirming that these transactions exist."]},"sort":[16.953579,"20340864"]},{"_index":"complaint-public-v1","_id":"7398672","_score":16.909657,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I previously disputed several incorrectly reported items on my consumer profile, including a public record. LexisNexis sent letters to me stating that several items were deleted on my consumer profile. No updated consumer report was mailed to me. No link was provided for me to access my report. I have since called LexisNexis about six times requesting clarification on changes to my report. Each time that I call and explain my concern, I am transferred to a \" Public Records '' department. Once connected, the representative blatantly disconnects the call. There were times that I was disconnected before the transfer. I have asked for a warm person-to-person transfer but that did not happen. I am placed in the queue each time. I have emailed LexisNexis, but no response. The company is refusing to provide me with a copy of my report and is deliberately making the dispute process difficult. My request is that LexisNexis investigate the calls and emails. A company that has access to my personal data yet hangs up on me fails to respond, and fails to provide me with the requested information is alarming to me. I am also requesting that LexisNexis provide me with a detailed explanation of the disputed information. As there is no way for me to know which record ( s ) were changed in my consumer profile. Today I spoke with \" XXXX '' and \" XXXX. '' When I spoke to XXXX she told me that she could not help me after I waited several minutes. She then told me that due to the security freeze, I can not get my consumer report. When I told her the security freeze has been on my profile since 2018 and I have received several letters this year with a link giving me access to my report, she then said it was due to my state. I then explained that my address is the same and asked for a supervisor. She said I would have to await a callback. She asked if I could provide a different number because a rep tried to call me previously and could not reach me. I explained that I was never informed that anyone would call me. I receive spam and scam calls. Had I been advised that someone would contact me, I would have been expecting their call, ultimately answering a known phone number. Six attempts later and still no resolution. Still no consumer report. Still no answers.","date_sent_to_company":"2023-08-14T23:18:38.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"33579","tags":null,"has_narrative":true,"complaint_id":"7398672","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LEXISNEXIS","date_received":"2023-08-14T21:56:49.000Z","state":"FL","company_public_response":null,"sub_issue":"Public record information inaccurate"},"highlight":{"complaint_what_happened":["Each time that I call and <em>explain</em> my concern, I am <em>transferred</em> to a \" Public Records '' <em>department</em>. Once connected, the representative blatantly disconnects the call. There were times that I was disconnected before the <em>transfer</em>. I have asked for a warm person-to-person <em>transfer</em> but that did not happen. I am placed in the queue each time. I have emailed LexisNexis, but no response."]},"sort":[16.909657,"7398672"]},{"_index":"complaint-public-v1","_id":"8414561","_score":16.899612,"_source":{"product":"Checking or savings account","complaint_what_happened":"I received my tax refund to this account and needed to transfer out of it due to an emergency and came and my husband closing on a home. I made 2 seperate transfers to two different external accounts. The very next day when I tried to log in to check the status of the transfers I was locked out of my account and had to call. I called and got the situation resolved and was told the money would go back into the account since the transfers were reversed. I didnt like the outcome of the situation so I decided to close the account and was told by multiple people that the account was closed and the funds have been transferred to my preferred account. I checked the status of the these transfers multiple times and was told everything was okay. On XX/XX/24, I opened up the app to check the status of the transfer since I requested the account closed and and saw the account was open and was surprised since I requested to have it closed on the XXXX. I reached out to chat and was advised that the account was still open, the transfer was good and that there was a security alert on the account when I indeed closed it on the XXXX and I was advised that I needed to call and speak with someone in a different department. So on XX/XX/24, I called and spoke with a security specialist and explained what was going on and was advised that due to it being quick money movement that XXXX cant access my funds. I advised the lady that the account should be closed there is no reason I cant access money that my husband and I worked hard for and this account needs to be closed. She advised me on how to officially close it and get the money. \n\n\nI NEED THIS MONEY TO CLOSE ON A HOME. This has caused so much emotional distress.","date_sent_to_company":"2024-02-24T14:47:13.000Z","issue":"Closing an account","sub_product":"Savings account","zip_code":"75052","tags":"Servicemember","has_narrative":true,"complaint_id":"8414561","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2024-02-24T14:25:32.000Z","state":"TX","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I reached out to chat and was advised that the account was <em>still</em> open, the <em>transfer</em> was good and that there was a <em>security</em> alert on the account when I indeed closed it on the XXXX and I was advised that I needed to call and speak with someone in a different <em>department</em>. So on XX/XX/24, I called and spoke with a <em>security</em> specialist and <em>explained</em> what was going on and was advised that due to it being quick money movement that XXXX cant access my funds."]},"sort":[16.899612,"8414561"]},{"_index":"complaint-public-v1","_id":"3624750","_score":16.70813,"_source":{"product":"Checking or savings account","complaint_what_happened":"on friday XXXX XXXX i was trying to make a transfer from my account to my sister through XXXX, and it kept on declining, i received a text from my bank asking me if i was trying in make this transaction i replied yes i received another text stating that i need to contact my bank fraud department at XXXX which i did they confirmed if i was trying to make this transaction and i confirmed it, the gentlemen ok im going to unblock the card and tried it again 5 minutes, i tried it again and once again it didn't go through i received another test asking to contact the fraud department, i called again and they once again said to try it later, i explained to them that this was urgent that i had family emergency and i was sending my sister money through XXXX, she stated-that everything was fine and that i shouldn't have any problem, i explained to her that my father was very ill and i would be traveling on saturday and i wanted to make sure everything was fine, i gave it some time and i once again gave it another try to send the money to my sister, and once again it declined i was told at that time that my card had been placed on a temporary hold by the security department and that their department was closed until monay and there was nothing that they could do, i begged them to please do something as my father was very ill. and their replied was that they could not do anthing, i was no able to catch a flight or transfer money to my as my card was disable, my father passed away on saturday night, and i was not able to be there, due to not having any of my funds aviable, i have contacted them this morning and all they could say is that someone has to call me back, i am still waiting, this is not acceptable, i never received a call a ect or email notifying my that me card was going to be on temporary hold.","date_sent_to_company":"2020-04-27T15:20:01.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92867","tags":null,"has_narrative":true,"complaint_id":"3624750","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2020-04-27T14:30:12.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["gave it another try to send the money to my sister, and once again it declined i was told at that time that my card had been placed on a temporary hold by the <em>security</em> <em>department</em> and that their <em>department</em> was closed until monay and there was nothing that they could do, i begged them to please do something as my father was very ill. and their replied was that they could not do anthing, i was no able to catch a flight or <em>transfer</em> money to my as my card was disable, my father passed away on saturday"]},"sort":[16.70813,"3624750"]},{"_index":"complaint-public-v1","_id":"2745190","_score":16.603508,"_source":{"product":"Debt collection","complaint_what_happened":"I opened an account ( XXXX ) with XXXX XXXX in XX/XX/XXXX I paid them for a year but never used the service because I never installed any equipment and in XX/XX/XXXX I decided to close the account and I paid them an early termination fee of {$270.00}. Later I began to received a lot of letters from them and as I have automatic draft they tried to take {$440.00} and I disputed with my bank, because I paid them what I owed them before plus the early termination fee. When I called them to ask what was happening they said that there was another account ( XXXX ) in new York with a balance of {$450.00} open with my name and my SSN then I explain that it was not my account that was impossible, they charged {$440.00} to the account that I close with them ( XXXX ) in Florida just because it was with my name and my SSN that someone used. I tried to explain and asked them to find out who opened this account because it was NOT mine and they transferred me to the identity theft department : In this department they said they can not do nothing because XXXX XXXX closed the account ( XXXX ) in new York and transferred the balance to my account ( XXXX ) that was closed ... just because there was opened with same name and social security ..., then there is not any identity theft because this is my real account, they said they CAN NOT investigate a real account then said I have to call XXXX XXXX and find out who transferred this balance and why? to my account. Then I spoke to XXXX XXXX and they said they do not use to transfer the balance of an account to another and they still finding out but any result.They sent me with a collection agency named Convergent Outsourcing and reported to my credit XXXX and XXXX and the only solution they are offering me is to report it to the police department. I would like you to investigate this kind of fraud why do they charged to an account it was paid and closed from another different account that was opened and fraudulent, the thing is if its supposed '' '' '' I have an account in New York : why do n't send the letters and charges with the correct account number opened in new york? and use the account that was pay off?? very convenient, no? because the identity theft department can not investigate it because it was charged to my real account, and a real account can not be investigate.","date_sent_to_company":"2017-12-04T20:53:52.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"33018","tags":null,"has_narrative":true,"complaint_id":"2745190","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Convergent Resources, Inc.","date_received":"2017-12-04T20:53:50.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["I tried to <em>explain</em> and asked them to find out who opened this account because it was NOT mine and they <em>transferred</em> me to the identity theft <em>department</em> : In this <em>department</em> they said they can not do nothing because XXXX XXXX closed the account ( XXXX ) in new York and <em>transferred</em> the balance to my account ( XXXX ) that was closed ... just because there was opened with same name and social <em>security</em> ..., then there is not any identity theft because this is my real account, they said they CAN NOT investigate"]},"sort":[16.603508,"2745190"]},{"_index":"complaint-public-v1","_id":"10815027","_score":16.602747,"_source":{"product":"Checking or savings account","complaint_what_happened":"Complaint Against Marcus Goldman Sachs Bank USA Subject : Urgent Assistance Required Regarding Saving Account Closure and Missing Funds Account Number XXXX Dear Complaints Department, My name is XXXX XXXX, and I recently opened a savings account with Marcus by Goldman Sachs Bank ( Account Number : XXXX ) in XX/XX/year>2024. On XXXX, 2024, I transferred my entire savings, totaling {$10000.00}, into this account. I am attaching account statements from XXXX through XXXX for your reference. \nIn XXXX, when attempting to log in, I received a message that my account had been locked. Upon calling customer support, I was informed that my account had been closed without my confirmation and any prior communication from the bank. \nSince then, I have repeatedly contacted your representatives to access my funds. Unfortunately, I have received inconsistent responses each time. The representatives have provided the following conflicting explanations : 1. One representative mentioned that my account was hacked and that all the funds were gone. And then transferred from one department to another, one agent suggested that I open a new account, with the assurance that my funds could be transferred from the closed account to the new one. I followed this instruction and opened a new account ; however, I still have not received my funds. When I followed up, I was told the funds had been issued via check, though no tracking or status information has been provided. \n2. Another informed me that the account was closed, but they were unable to provide further information or clarity.\n\n3. A third representative stated that the account was under a security measure but was unable to provide details and transferred me to other departments. \n4. The fourth time I contacted them, they said the money had been sent to the Department of Treasury due to an abandoned account. This is completely untrue because the account is new, and I made a deposit as recently as XX/XX/year>2024. I checked with the Department of Treasury, and they confirmed they have not sent any notification to the bank. The account is not abandoned, as it has not been inactive for four years. This makes it clear that Goldman Sachs Bank is providing false information. \n\n5. When I called the bank again and explained that I had verified with the Department of Treasury that no funds had been transferred, they connected me to their security department. A representative named XXXX repeatedly assured me that the money is still in the account, but the account has been closed ( without my permission ) and no transactions can be made. \n\nThis situation has become extremely distressing, as I am unable to retrieve my hard-earned savings. I have also observed similar complaints from other customers on social media forums, where many have reported experiencing similar issues. \nI am formally requesting your immediate attention to investigate this matter, locate my funds, and ensure their prompt return to me. The banks handling of this situation, along with the lack of clear communication, has caused significant stress and frustration. Please advise on any further steps I need to take to expedite this process. \nThank you for your immediate attention to this matter. I look forward to your swift response and a resolution to this issue. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-11-19T18:35:42.000Z","issue":"Closing an account","sub_product":"Savings account","zip_code":"20723","tags":null,"has_narrative":true,"complaint_id":"10815027","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2024-11-15T16:43:52.000Z","state":"MD","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["When I called the bank again and <em>explained</em> that I had verified with the <em>Department</em> of Treasury that no funds had been <em>transferred</em>, they connected me to their <em>security</em> <em>department</em>. A representative named XXXX repeatedly assured me that the money is <em>still</em> in the account, but the account has been closed ( without my permission ) and no transactions can be made. \n\nThis situation has become extremely distressing, as I am unable to retrieve my hard-earned savings."]},"sort":[16.602747,"10815027"]},{"_index":"complaint-public-v1","_id":"4094945","_score":16.545782,"_source":{"product":"Checking or savings account","complaint_what_happened":"Citibank , N.A . failed to safeguard my funds in my Savings Plus account. My account was hacked on XX/XX/21 ( probably onXX/XX/21 ) as I was able to see the unauthorized ACH debit posted to an unknown account/person in the amount of {$19000.00}. \nI was shocked and immediately tried to report the fraud to Citibank and was sent to XXXX representative XXXX ID # : XXXX and explained what I saw and asked to report this as fraud/hacking. After several transfers and was unable to hear clearly I asked for a US representative in the Fraud department. I was told these funds were completely gone and the ACH transferred without any red flag alert, security check or confirmation that this large transfer was never my habit in 39 years banking with Citibank. They said they did not transfer money in increments but in less than overnight-they fully completed this fraudulent transaction. I was asked if I wanted to dispute and then assigned CASE ID # : XXXX. \nIt has been my clear pattern and habit to transfer any funds from savings into checking before executing an ACH Debit. They said all that was needed to execute this fraud was my name, routing number and account number. This was very alarming, but they did not seem to want to expedite this matter until I asked to speak to a supervisor. Supervisor XXXX ID # : XXXX then expedited this to Citibank 's PECS Department which is internal, back office and I am not able to contact them directly. I have still not been given provisional credit or return of my funds and they only will say their investigation is \" ongoing '' while I can not use my funds which I need now very much.","date_sent_to_company":"2021-01-26T20:05:33.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"10002","tags":"Older American","has_narrative":true,"complaint_id":"4094945","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-01-26T19:08:53.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I was shocked and immediately tried to report the fraud to Citibank and was sent to XXXX representative XXXX ID # : XXXX and <em>explained</em> what I saw and asked to report this as fraud/hacking. After several <em>transfers</em> and was unable to hear clearly I asked for a US representative in the Fraud <em>department</em>."]},"sort":[16.545782,"4094945"]},{"_index":"complaint-public-v1","_id":"2735707","_score":16.355503,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Reviewed credit reports through annual site to obtain all 3 reports. Attempted to submit disputes for incorrect name spelling and dispute a social security number that is not mines. Called into Experian number that was listed on report to call. 1st customer service rep came on I explained what I was trying to do and she advised she would transfer me to dispute center. I heard music while waiting, line opened up and no one is saying anything the line is just opened and it has been for 35mins. I called back into the Experian number on another phone and proceeded to tell rep what the issue is and that my other call is still open on my other phone and no one is saying anything. The rep has the line open but is not saying anything. In order to correct issues on my credit report I expect to be able to talk with the dispute center. If the dispute department is taking calls then they should be actually taking the calls and resolving them not pretending to be on a call.","date_sent_to_company":"2017-11-22T16:42:17.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"28052","tags":null,"has_narrative":true,"complaint_id":"2735707","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2017-11-22T16:11:05.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["Attempted to submit disputes for incorrect name spelling and dispute a social <em>security</em> number that is not mines. Called into Experian number that was listed on report to call. 1st customer service rep came on I <em>explained</em> what I was trying to do and she advised she would <em>transfer</em> me to dispute center. I heard music while waiting, line opened up and no one is saying anything the line is just opened and it has been for 35mins."]},"sort":[16.355503,"2735707"]},{"_index":"complaint-public-v1","_id":"7872752","_score":16.296093,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened up a Chime Bank account in XX/XX/2023. After opening the account and linking my XXXX XXXX account to the Chime account and transferring {$2000.00}, I was notified there was fraudulent activity. Chime Bank requested I uploaded my Identification Card and Social Security card along with the bank statement showing the transfer, which I provided. They closed the inquiry and my account was still locked to my access. \nI then had my daughter and myself call Chime Bank to resolve the issue, as I am hard of hearing my daughter helps me with these kinds of issues. We contacted Chime bank and my daughter was informed the documentation I had sent over was unclear or blurry, she asked if she could re-upload the information, they agreed and provided us with a new link to uploaded my Identification Card and Social Security Card front and back. \nI received a response e-mail inquiring about the Bank Statement from my XXXX XXXX Account showing the transfer of funds to Chime Bank, which was provided along with proof of address in the form of a property tax bill. \nAfter this was sent we received a response that the account number on my XXXX XXXX statement with my name and the transfer was incorrect, at this point my daughter wanted to call them and explain they had the account number wrong for the bank it was being transferred from, as it was similar numbers in a different order. \nWe both called Chime bank once again and spoke with their call center, who when trying to explain the issue just had generic responses stating they understood the concern but couldn't do anything as far as my account. My daughter asked them to speak with their compliance department as she wanted to know how they could not see where the money was coming from in the account that they had locked me out of with {$2000.00} still in it. \nThe customer service representative we spoke with said they would escalate the issue and a specialist department would reach out. I had no communication and received an e-mail they were closing the account and the inquiry once again. At this point I sent a lengthy e-mail about how this is not right and I had proved more than enough information to prove the account to be mine, and would file a complaint with the XXXX \nMy daughter and myself called one last time, and my daughter pleaded to speak with a supervisor or manager that could look into the account, we were told everyone is in meetings and they do not know how to reach them, that we can only communicate through e-mail. I find this whole situation to be very unusual and borderline a scam. I've researched their other complaints which they have multiple of stating the same issue, large sum of money placed into what seems to be a 'Banking App ' just to be closed out of and ignored, or put through rigorous email chains with no solution. I just want access to my account and my {$2000.00} back, I am a XXXX XXXX XXXX XXXX living on Social Security and to lose {$2000.00} is not chunk change, it affects my monthly living expenses, and is causing financial hardship going back and forth with no positive end in site.","date_sent_to_company":"2023-11-19T00:14:07.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"10308","tags":"Older American","has_narrative":true,"complaint_id":"7872752","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-11-18T23:55:32.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["After opening the account and linking my XXXX XXXX account to the Chime account and <em>transferring</em> {$2000.00}, I was notified there was fraudulent activity. Chime Bank requested I uploaded my Identification Card and Social <em>Security</em> card along with the bank statement showing the <em>transfer</em>, which I provided. They closed the inquiry and my account was <em>still</em> locked to my access."]},"sort":[16.296093,"7872752"]},{"_index":"complaint-public-v1","_id":"4187605","_score":16.283064,"_source":{"product":"Checking or savings account","complaint_what_happened":"On Saturday, XX/XX/2021, I'd found out that {$1000.00} was gone from my USAA bank account. I saw that money had been transferred through XXXX to an unauthorized number. I immediately called USAA to film a bank fraudulent claim. When I was on the phone, I was told that an unusual phone number was identified having access to my account. So i also went through the lengthily process of reporting my debit card stolen, had my email changed, username changed, password changed, pin number changed, and turned off the quick login feature to avoid any more break-ins. \n\nOn Thursday, XX/XX/2021, I was emailed a response from USAA that my fraud claim had been denied. The next day, XX/XX/2021, I called back and spoke to a USAA representative and asked for an explanation to why my claim was denied. The guy on the phone was perplexed and sent me to the ER department of USAA, which apparently handles securities and claims investigations. I was told by the woman on the phone that I was denied because it was my responsibility through a scam. I kept trying to explain that no information had been given out to anyone, but they still said there was nothing they could do. That a man somehow got my information from somewhere, used it to get into my account, and made a transfer without my authorization and I was told that it's still somehow my fault. I warned that I would just keep calling back until I see my missing money reimbursed. Still, they said that the decision was made and that they hoped I'd have a nice day. \n\nThis seems like a securities issue on their end as my phone and email were the only numbers or addresses that were authorized to get into my account, and yet despite an unknown phone number getting into my account, they still call it \" my fault ''","date_sent_to_company":"2021-03-05T21:53:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92563","tags":null,"has_narrative":true,"complaint_id":"4187605","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2021-03-05T21:31:18.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["The guy on the phone was perplexed and sent me to the ER <em>department</em> of USAA, which apparently handles <em>securities</em> and claims investigations. I was told by the woman on the phone that I was denied because it was my responsibility through a scam. I kept trying to <em>explain</em> that no information had been given out to anyone, but they <em>still</em> said there was nothing they could do."]},"sort":[16.283064,"4187605"]},{"_index":"complaint-public-v1","_id":"17802300","_score":16.198341,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, I received a pre-approval offer from Capital One for a Venture X credit card. Based on that pre-approval, I submitted a full application. Capital One approved me for the card with a credit limit of approximately {$30000.00}, and the card was shipped to me.\n\nShortly after the approval and card shipment, I discovered that the account had been restricted. When I tried to access the card online, I saw messages indicating the account was restricted, and at one point the system even indicated that the card/account did not exist. At the same time, my credit reports at all three major credit bureaus now show hard inquiries from Capital One related to this application. \n\nI made multiple phone calls to Capital One to try to understand and resolve this : On my first call, I was transferred to the fraud department. The representative told me that she could not give me any details about why the account was restricted, said there was nothing they could do, and told me to simply wait XXXX business days for a letter. No concrete explanation or solution was offered. \nOn my second call, I was transferred to the fraud department again ( it sounded like the same representative ). She asked for my information and then told me that she could not find my account and advised me to call back after 24 hours. When I asked to be transferred to someone who could actually help, I was sent back to a general customer service representative. \n\nThe general customer service representative I reached after that was more helpful and explained that Capital One needed additional identity verification. This was confusing because Capital One had already requested and used my drivers license during the original application process. I was told that in order to verify my identity again, I had to send copies of my drivers license and Social Security card either by fax or physical mail to an address in XXXX XXXX XXXX, Utah, along with a case number. \n\nI specifically asked if there was a secure online method to upload these documents, but I was told there was no online option for my case, only fax or mail. I was given a case number and the mailing address, and I followed their instructions by mailing copies of my drivers license and Social Security card with the case number included.\n\nTLDR : 1. I was pre-approved, then fully approved and had the card shipped, but before I could even use it, Capital One restricted the account and could not clearly explain why.\n\n2. I now have hard inquiries on all three credit bureaus as a result of this process, but I still do not have a usable account and have not been given a clear, timely resolution.\n\n3. When I called for help, the fraud department : Refused to explain the restriction, Told me to wait for a letter with no actionable next steps, and On a later call, claimed they could not even find my account and told me to call back later. \n4. I have now mailed highly sensitive documents ( drivers license and Social Security card ) through the mail because Capital One insisted there was no secure online method available for this identity verification, which increases risk and delays, even though more secure methods are common today.","date_sent_to_company":"2025-11-21T23:31:31.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"980XX","tags":null,"has_narrative":true,"complaint_id":"17802300","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-11-21T23:14:44.000Z","state":"WA","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I now have hard inquiries on all three credit bureaus as a result of this process, but I <em>still</em> do not have a usable account and have not been given a clear, timely resolution.\n\n3. When I called for help, the fraud <em>department</em> : Refused to <em>explain</em> the restriction, Told me to wait for a letter with no actionable next steps, and On a later call, claimed they could not even find my account and told me to call back later. \n4."]},"sort":[16.198341,"17802300"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":678,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":678}]}},"product":{"doc_count":678,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":247,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":192},{"key":"Savings account","doc_count":38},{"key":"Other banking product or service","doc_count":14},{"key":"CD (Certificate of Deposit)","doc_count":3}]}},{"key":"Credit card or prepaid 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