{"took":289,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":13,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7056024","_score":21.477497,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am a XXXX citizen and I have been a loyal customer of Citibank since XXXX. Over those XXXX years, I never gave any problems. I have a simple package of current & saving accounts ( one individual account, and one with my husband ), plus CDAs from time to time. I am writing because Citibank has blocked my account and a flaw in their process is preventing me from unblocking it. \nI moved from the XXXX to XXXX in XXXX. I updated my contact information with Citibank, and they have on their records XXXX XXXX  mailing addresses ( in one of them I have received there countless letters in these almost XXXX  years, latest one in XXXX this year ). Citibank also has on their systems a XXXX  mobile number and a XXXX  mobile number, both still valid and where I have received automated SMS from Citibank systems ( latest one in XX/XX/XXXX ). \nIn XX/XX/XXXX, I visited friends in XXXX. It was the first time I was in the XXXX since before the pandemic. I visited a Citibank branch to open two CDAs, and make some updates to my account, as per the bank clerk recommendation. He suggested I upgraded to Citi Priority. During the change in the account package, I gave a second XXXX  email address. The clerk told me I had to give a XXXX number ( they will never use it, they said ) so I gave my friends mobile number. \nBecause my debit card was expiring this XXXX, I requested a new debit card at the branch, and used it for the first time in 3 years ( to get some cash, pay in two restaurants and in one souvenir shop ). I guess this activity may have looked suspicious to Citibank and they blocked my account. I was only in the XXXX between XX/XX/XXXX and XX/XX/XXXX. When I was back in XXXX, I received an email to call their Fraud prevention line to fix the issue. I promptly did the same day I got the email ( XX/XX/XXXX ). The person on the line told me that the only way to unblock my account was if I called them from a verified XXXX number. I explained to her that I do not own a XXXX number for XXXX years and that they have both my XXXX  and my XXXX  numbers on their systems. But they do not accept international numbers for verification. I also told her my friends phone number but she said that was not the right one. \nRight before hanging up on me, the fraud department employee said that a letter with a reference number would be sent to my address on record, and that I could call with that number to unfreeze the account. \nCitibank has also blocked my online access to my accounts, I can not use my registered email/password to see balances or movements or to make any operations ( with neither my individual account or my joint account, which is not blocked ).\n\nOver two weeks passed and the letter did not arrive ( another letter for a separate topic did arrive, proving once more that they have my XXXX  address correctly registered ). On XX/XX/XXXX, I called again the Citibank Fraud department. The person on the phone this time told me there was no record of a letter being sent to my mailing address and that the only way to unblock my account was if I called them from a XXXX verified number, and she refused to pass me to a supervisor and proceed to hang up on me. Again, this person tried my XXXX  and XXXX  numbers and said they were not valid to verify my identity. I tried calling XXXX Customer Service. The person that attended me, XXXX, was very kind, and explained that only one of my accounts ( the main one, for which I am the only signer ) is blocked and passed me with her supervisor XXXX, who then pass me with the Fraud department ( XXXX XXXX, who then passed me with a Fraud supervisor called XXXX. She promised me she will send me a letter with a reference number to my XXXX  mailing address and that I should receive it in 7-10 days.\n\nThe balances in my blocked accounts are : savings : {$1900.00}, checking : {$2100.00}. Im attaching the emails with the weekly balances I still receive. My third account, with a balance of {$2000.00} is not blocked. \nAdditionally, I have {$70000.00} in CDAs that will expire in XX/XX/XXXX and that are linked to my main ( blocked ) account. Im attaching the document from Citi branch listing the CDAs I opened. \nI called again the Fraud department on XX/XX/XXXX. The person who attended my call, XXXX, could not confirm whether a letter was sent out or not. I asked to speak to a supervisor, who told me the only way to verify my identity was to call from a verified XXXX number. Then, she proceeded to hang up on me. \nI also wrote the branch clerk. He said he will look into it, but no resolution yet. \nCitibank Fraud department wont accept any other ways of verification. I have two security questions, a security number, I offered to send them my passport, my SS card, tell them the balance in the accounts. They wont even tell me if going to a physical branch could help. \nOn XX/XX/XXXX I called the Citibank Customer Service number, this time the person on the phone, XXXX, said he couldn't help me, only the Fraud department can unblock my account. He did not offer any information as to how long the account will remain blocked, if I will lose all the money there, what would be the next steps. Nothing, total black box.\n\nNo one at Citibank told me when I moved overseas that I would need to keep a XXXX number for verification purposes. I am now in an impossible situation, unable to unblock my account and have access to my own money. \nI am attaching the following documentation : Document from Citi branch listing the CDAs I opened, which shows the new XXXX  address I gave ( XXXX XXXX XXXX XXXX  XXXX ) Form 1099 sent this year for my XXXX taxes, indicating my old XXXX  address ( XXXX XXXX XXXX XXXX ) Citibank email indicating my account was blocked Emails indicating the balance of my accounts ( checking & Savings ) this week and also the balance at the beginning of XXXX, to show that there the balance in the accounts have not changed much ( only the XXXX XXXXXXXX for the CDAs ). It is not like there were crazy charges or anything.","date_sent_to_company":"2023-06-01T06:58:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7056024","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-06-01T06:44:16.000Z","state":null,"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 asked to speak to a supervisor, who told me the <em>only</em> way to verify my identity was to call from a verified XXXX number. Then, she proceeded to hang up on me. \nI also wrote the branch clerk. He <em>said</em> he will look into it, but no resolution yet. \nCitibank Fraud <em>department</em> wont accept any other ways of verification. I have two <em>security</em> questions, a <em>security</em> number, I offered to send them my passport, my SS card, tell them the balance in the <em>accounts</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[21.477497,"7056024"]},{"_index":"complaint-public-v1","_id":"9635263","_score":20.836056,"_source":{"product":"Checking or savings account","complaint_what_happened":"- Me and my fiance ( XXXX XXXX XXXX ) have a checking account with Citi Bank since XX/XX/XXXX. We choose to put our direct deposits and finance in this bank. \n\n- On XX/XX/XXXX, I requested an international wire transfer from my Citibank checking account to my new employer, which is based in the XXXX. The wire amount was approximately {$20000.00} USD to purchase company shares. \n\n- On XX/XX/XXXX, Citi 's security department called me to ask follow up questions about the wire transfer and at the end of the call, Citi 's representative said that all of my answers were satisfactory and that the bank would be completing my wire transfer shortly. \n\n- On Monday, XX/XX/XXXX with no forewarning and no communication ( no email, no phone call, no notification via text message or the Citi app ), Citi canceled the wire transfer and blocked my checking account. Later that day, I called the Citi security department and they said that the only way to unblock my account was to wait for a verification code to be sent via a letter. They said that the letter would arrive in XXXX business days. \n\n- I have contacted the bank multiple times over phone expressing my frustration and asking for alternatives. No option was provided, and when requested to escalate the issue the agent hangs up on me. \n\n- It's now been 15+ business days ( today is Saturday, XX/XX/XXXX ) and the letter has not arrived. I've called Citi more than ten times, and each time they say that I must wait for the letter and that there are no alternative ways to unblock my checking account without the code from this letter which never arrived. \n\n- At this point, the bank is essentially holding my money XXXX and I'm unable to access the $ XXXX USD in my checking account. This has caused me immense financial distress and embarrassment with my new employer, because it's made it impossible to complete the wire transfer which was to purchase company stock. \n\n- Aside from providing no alternatives to access my money after their antiquated process failed, Citi 's customer service staff have also intentionally hung up on me mid-sentence on multiple occasions. The whole situation is totally ridiculous- blocking my account after verbally confirming that the wire transfer would be completed, blocking my account for 5-7 business days to wait for a paper letter, offering no alternative solutions when the letter did not arrive, and treating me in a very unprofessional manner over the phone.","date_sent_to_company":"2024-07-27T19:54:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"22201","tags":null,"has_narrative":true,"complaint_id":"9635263","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-07-27T19:20:37.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Later that day, I called the Citi <em>security</em> <em>department</em> and they <em>said</em> that the <em>only</em> way to <em>unblock</em> my <em>account</em> was to wait for a verification code to be sent via a letter. They <em>said</em> that the letter would arrive in XXXX business days. \n\n- I have contacted the bank multiple times over phone expressing my frustration and asking for alternatives. No option was provided, and when requested to escalate the issue the agent hangs up on me."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Problem accessing <em>account</em>"]},"sort":[20.836056,"9635263"]},{"_index":"complaint-public-v1","_id":"12146890","_score":18.324432,"_source":{"product":"Checking or savings account","complaint_what_happened":"I live XX/XX/XXXXand on the XXXX XX/XX/XXXX2025 I logged into my chase online account after being blocked for a number of months. \n\nWhen I logged in there were no funds in my account, as I was on the phone having them unblock it I asked where are my funds, they told me the account was dormant and would need to be reactivated in a branch in the XXXX which is impossible for me as I live in XXXX. \n\nAfter numerous calls I was told the same thing and that if I did not get to the XXXX by XXXX my funds would be escheated. \n\nI then found a XXXX thread that informed to email the property abandonment department on XXXX XX/XX/XXXX2025 and to call and ask for a senior supervisor. \n\nI received confirmation that the funds would not be escheated from the email address and the senior supervisor made my account active again. On signing out of my account as my laptop fell asleep I tried to log back in, when I tried to log back in my account was blocked for \" suspicious activity ''. \n\nI rang chase again and they told me that it would be unblocked internally in two working days so she said by XXXX XX/XX/XXXX 2025 I would have access to my online banking. I tried to log in on this date and it still said blocked and to call the number to unblock the account. I waited until today XXXX XX/XX/XXXX2025 incase they had not got to my account, the customer service supervisor told me she could not unblock my account without my debit card number ( a new card was sent to a XXXX address and I never received this and do not have the card due to Covid-19 ). I told her I don't have it but I have my account number, my social security, my passcodes, that I was ringing off the phone attached to my account and was happy to email across a copy of my passport she said no that she could not activate it and that I would need to attend a branch with two valid forms of identification. I then asked to speak to a senior supervisor, this woman XXXX asked for my passport number from when I opened the account in XXXX, I told her it was expired and I have my up to date one she said no, I told her I didn't have it and she said let me see if I can authenticate you another way and if I could hold, she then came back and asked for the employers name the account was opened with, I gave her a list of employers I had during that time and she said no none of them were the ones she had. I asked if she could tell me did she want the company name or the registered business name, she said that would be providing the answer, I said no it wouldn't as I would still need to know the company I am only asking what method of verification you are asking me for as alternatively it is searching for a needle in a haystack when I've worked for numerous employers since XXXX. \n\nI then found my old passport and called back, she then said what was your employer for that time and I said excuse me previously you said I only need one of those documents of which she replied no the system is prompting me. I then was so frustrated I said so you won't accept my current ID, my personal information, the fact I have my passwords and codes to login what on earth am I suppose to do to get back into my account. \n\nShe said she would try schedule a call for someone to call me back but that they don't call XX/XX/XXXX numbers. \n\nI'm at a total loss here, historically chase has blocked my account every few months as I live XX/XX/XXXX, I've never had to jump through so many hurdles to access my own property, they never even put me on notice that they made my account dormant as I did not use it as I was not in the XXXX during Covid-19. It appears Chase is a financial institution that just misappropriates their client 's property in broad daylight. I truly am hoping you can assist in this matter. \n\n\nKind regards, XXXX XXXX","date_sent_to_company":"2025-02-20T23:47:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"12146890","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-02-20T23:24:41.000Z","state":null,"company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I rang chase again and they told me that it would be unblocked internally in two working days so she <em>said</em> by XXXX XX/XX/XXXX 2025 I would have access to my online banking. I tried to log in on this date and it still <em>said</em> blocked and to call the number to <em>unblock</em> the <em>account</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[18.324432,"12146890"]},{"_index":"complaint-public-v1","_id":"11948482","_score":17.778893,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"The company name is Klarna. \nXXXX XXXX XXXXXXXX It's an invitation only job. \n\nIts a commercial merchandise rating service. I initially took on a small XXXX XXXX to help pay for my sons XXXX XXXXXXXX. My task was to rate all merchandise with five stars and leave positive comments. The deal was that once I completed XXXX orders, I would earn money. \n\nHowever, they introduced a so-called XXXX XXXXr that required me to submit my own money, promising that I would double or even triple my investment in return. I started contributing small amounts, and eventually, I reached a point where I was set to withdraw {$50000.00} with a {$20000.00} net profit. \n\nBut thats when everything fell apart. When I attempted to withdraw my earnings, they threatened that I needed to submit {$20000.00} each time to release my funds. This continued to escalatefirst to {$70000.00}, and then they kept coming up with manipulative excuses to withhold the money. Now, the total has reached {$170000.00}. \n\nThey kept insisting that if I just made one final payment, all my funds would be released. But every time I complied, they invented another reason to withhold the money. Just when I thought everything would be settled, their so-called security department sent me another message demanding even more money. Heres what they said I have more messages I can get in every stage. I can compile that provide all of them to you. So then now XXXX is my money and only XXXX is their money. I also paid XXXX tax. \n\nThis is the very latest message from them : Hello, after the highest security department information feedback, your personal account is suspected of malicious money laundering led to your funds by the XXXX XXXX XXXX XXXXXXXX XXXX XXXX  ) wind control monitoring, blocked the funds, the XXXX XXXX XXXX XXXX XXXX XXXX ) suspects that this account is suspected of money laundering, and therefore need to provide proof that the funds come from the formal investment channels, according to the provisions of the Banking Regulations Prevention of Money Laundering Activities Guidelines for the Prevention of Money Laundering Activities as stipulated in the Banking Regulation, which requires XXXX ( XXXX XXXX ) to identify customers, keep records, identify and report suspicious transactions, your account will be further scrutinized. \nAfter inquiring the U.S. ( XXXX ) department, ( KLARNA ) has provided you with personal identity, task records, access records to the monitoring department, so the network investment regulatory department indicates that ( Klarna ) need to make a guarantee for you to pay out, in order to unlock the frozen funds for you, so ( Klarna ) and withdrawals of money from the user needs to be at the same time each account to the Ministry of Supervision of the risk of payment of 15 percent The U.S. ( XXXX ) department will transfer the funds to your crypto account only after receiving the deposit from both parties. XXXX requires you and our company to provide your transaction records and proof of source of funds before unblocking. \n\nThis is a total scam. Please help resolve this issues.","date_sent_to_company":"2025-02-05T07:27:54.000Z","issue":"Money was not available when promised","sub_product":"Domestic (US) money transfer","zip_code":"95120","tags":null,"has_narrative":true,"complaint_id":"11948482","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Klarna AB","date_received":"2025-02-05T06:54:09.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>department</em> will transfer the funds to your crypto <em>account</em> <em>only</em> after receiving the deposit from both parties."]},"sort":[17.778893,"11948482"]},{"_index":"complaint-public-v1","_id":"3788883","_score":17.049488,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it may be concerned. \nI opened an account at Citibank. Then I lost my phone and changed the number with the Citibank. A couple of days later I initiated a wire for XXXX $ ( XX/XX/XXXX ), they called me in order to confirm the wire and asked me security questions which I answered. Moreover, I called Citibank before sending the wire so they won't cancel it or block my account. However, they canceled the wire and blocked the account. The reason they gave me was that they can't verify my name to the number I calling them from ( the new number I got at XXXX XXXX XXXX ), they probably forgot that I answered security questions. At first, they said that the phone verification process will take from 24 to 48 hours. I called them in 72 hours ( XX/XX/XXXX, my birthday day ), nothing changed. They asked me to call them on my mother 's phone number, then from my brother 's phone number. I did both, however, the account is still locked ( approximately for 4 days already, meaning that I can not use my card or receive/send money ). Because of that, I am unable to pay my bills, credit cards, phone bills, buy food, receive my XXXX payments, etc. Bank representatives over the phone kept screaming on me, hanging up and kept transferring me from one department to another one without even asking me. They promised to call me back around 4 times, I haven't received a single phone call from them. I am spending around 5-6 hours on a phone daily because of them. It is like a nightmare, every department gives different information, I would even say the opposite information. So a couple of the representatives told me that the bank will contact XXXX  XXXX XXXX to verify the phone number to my name in 24 to 48 hours, however, it has already been more than 10 days and they keep giving me different information in every department and the account is still locked. They also told me to call XXXX XXXX XXXX where the representative told me that Citibank is just giving me headaches because the new phone number is registered under my name and even the callerID is under my name. Moreover, I use this new phone number with the XXXX, XXXX and listed as my contact information on my XXXX. I can not come to the branch because I have XXXX, so one of the representatives told me that I can notarize a power of attorney on my brother 's name and that he can unlock the account with two photo ID 's of me and POA. He came into the branch where the bank manager asked me to call the Citibank fraud department. I did call them again and heard a new version of how should unblock my account and they also told me that the POA won't help here. The only solution they gave me is to call them from the old phone number which is already taken by another person. Are they asking me to commit a crime? So how can I unblock my account? How are they allowed to block my account for such a long time? Who will compensate me for financial and legal losses caused by the team of the Citibank? Why are they kipping my money? I am not criminal, however, the bank is treating me like one and can not provide me the information about what I have to do to get my number in their \" database '' where it does not associate with my name? Why the bank can not call the XXXX XXXX XXXX and verify the information for more than 10 days? Why they are not giving me the options to solve the problem? Seems like representatives over the phone have no clue on what is happening, what are the protocols and how they can verify a phone number to a name? There are many reviews on the web with the same issue people are having with the Citibank. The institution is doing illegal things and using people 's money. The only explanation I have to justify their actions. I am having an actual XXXX XXXX I am XXXX. How can I solve this? Please help","date_sent_to_company":"2020-08-11T00:47:46.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"11214","tags":null,"has_narrative":true,"complaint_id":"3788883","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-08-10T23:20:14.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["The <em>only</em> solution they gave me is to call them from the old phone number which is already taken by another person. Are they asking me to commit a crime? So how can I <em>unblock</em> my <em>account</em>? How are they allowed to block my <em>account</em> for such a long time? Who will compensate me for financial and legal losses caused by the team of the Citibank? Why are they kipping my money?"],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[17.049488,"3788883"]},{"_index":"complaint-public-v1","_id":"2851954","_score":16.380648,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My husband and I are currently applying for a morgage loan an need his credit report from Experian in order to continue the process. I have been trying to get a copy of his credit report since XX/XX/XXXX via internet however the system showed his credit as blocked. We tried to unblock it via Experian 's System however there was a problem with the megabytes that did not accept the documents submitted. One the following day ( XXXX ) I called Experian and explained the situation they said that there was no credit report on file for my husband because his creditors are not reporting to them at all. This was really awkward so I took the the liberty of called the creditors with more that are more than 12 months old to ask why are they not reporting. I called XXXX which is our XXXX XXXX Account and was told they report the same to all 3 credit companies at the same time. I called Experian again and told them what the creditor said after a brief hold they changed their story to tell me that my husbands file was there when they typed his name but they input the social security it was not, apparently my husbands file was mixed up with someone else and that would take 3 days to fix. I waited and called them on monday XX/XX/XXXX and spoke with a representative that said he was going to try and expedite our request, I explained to him it was really important because it was the only thing keep us from getting the home loan and the house we were interested in. On XX/XX/XXXX Tuesday I called again to find out the situation of my request, however they had no record of anything and they said it still had to wait up to 5 days. I was really upset and asked to speak with a supervisor, they transferred me to a XXXX and she said that she was going to find out what was going on and that it looked like my husband 's file was mixed but that the file was not solved yet. My husband explained to her that we had talked to someone yesterday and that the file should be fixed already. She said that there was no record of his file and that at that moment that department in charge of the file was closed for the day, she will be speaking with a colleague and she would call us tomorrow between XXXX to give us an up date. The following day Wednesday XX/XX/XXXX around XXXX I called I spoke with XXXX since XXXX was not available she said that after speaking with the mix up department they said they need the document upload in the system in order to expedite the process. I asked asked her to stay on the phone while I sent the documents via their upload system, she did the documents went trough and she said that she would call me the following day. She said based on the information the problem should be fixed the following day. On Thursday I Called in the morning and luckily XXXX answer she said she had not called me because their system was down it was around XXXX. She will be calling me in 3 hours around XXXX my time. By now it was XXXX I called spoke with a guy I was giving him the information and as I was speaking he hung up, I called again and spoke with another guy he said there was no XXXX ( it was my mistake ) there was a XXXX but she was not in the office. I was really upset he asked me to let him help me, so I informed him of the whole situation he said I see the problem I can help you let me fix this while you wait on the line. He put me on hold for about 15 minutes and he hung up on me! I was very upset and I called again spoke with XXXX and explained the whole situation again, I was furious. I asked to speak with a Supervisor to see if anyone else can help me fix this situation. She said that she needs to send a request to fix the problem and to have someone work on it. On her end thats the only thing she can do because the mix up department is the only department that can fix the problem. She explained that her department can not fix anything it was to be send to another department, since there is no access to my husband file she can not see if the request was sent out properly at this time. I asked if I can speak with a supervisor again, she transferred me to XXXX she said that she was going to find out what she can do but unfortunately that department was close for the say she said she will be calling me tomorrow to give me an update. Another day to wait this would be the 5th day already, at around XXXX XXXX called me to tell me the documents I submitted 2 days ago did not go thru, and that I need to submit them again. I did x2 times and took a picture too as proof. My issue has not been solve and I Highly doubt that it will be solved by tomorrow. It is not my fault the files are mixed it is not under my control, I should not have to pay for this problem.","date_sent_to_company":"2018-03-23T05:12:19.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2851954","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-03-23T01:04:20.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["She <em>said</em> that she needs to send a request to fix the problem and to have someone work on it. On her end thats the <em>only</em> thing she can do because the mix up <em>department</em> is the <em>only</em> <em>department</em> that can fix the problem. She explained that her <em>department</em> can not fix anything it was to be send to another <em>department</em>, since there is no access to my husband file she can not see if the request was sent out properly at this time."]},"sort":[16.380648,"2851954"]},{"_index":"complaint-public-v1","_id":"9285843","_score":14.362618,"_source":{"product":"Checking or savings account","complaint_what_happened":"I'm going to be as brief as possible well also being as thorough as I can so that there is no confusion : i have been a Bank of America customer for several years- probably close to XXXX I believe. I am a XXXX adult who is on a fixed income of Social Security that I receive deposited directly on the XXXX of every month. Every single time I use my debit card, the card gets flagged and or blocked for potential fraud. Every single time I swipe my card regardless of if it's a routine purchase or a merchant I frequent or with a chip or with a pin- it doesn't matter. So like it does every single time this happens I get a voicemail, they post an alert the top of my online banking page, and prompt me with the option of clearing it up in the app by reviewing and approving the transactions. On some occasions I have to call the XXXX number and it allows me to approve the transactions with the automated system. All very irritating but doable. Almost the entire month of XX/XX/year> my online access was completely restricted unbeknownst to me because my deposits come in on the XXXX so it wasn't until that next deposit came on that I was alerted to the fact that it was restricted. I called over and over and spoke with more Representatives than I could really count or recall and was ultimately told that I needed to go in person to a branch to have the account unlocked. Of course being a XXXX adult with other issues, I have no vehicle or dedicated transportation and and all of my money is being held by Bank of America which is of course refusing me access to my account. Anyway I finally got into a branch in XXXX XXXX Florida and realize my identification was expired so service was refused to me with the exception of a {$100.00} withdrawal the bank claimed was a courtesy/emergency teller withdrawal so that I may go and renew my license and cover transportation back to the branch. So I went I understand the expired ID thing, I renewed it and went back to the branch at which point one of the bankers was happily able to issue me a new debit card and pin number, assure me that the account was no longer restricted and walks me over to a teller to complete the cash withdrawal. My surprise you can imagine when I get home and try to log into online banking only to be told that my account is restricted and given a phone number to call. So I call and the representative verifies my phone number or email or something and unlocks the online banking. When my new card finally arrives with the new PIN number I go into the app to activate it and begin using it just fine -- except every transaction gets flagged and blocks me from using my card. At that point I'm referred to the app to verify the transactions which are never anything substantial : {$5.00} at XXXX, {$10.00} at XXXX, {$1.00} online used for simple verification, etc. Well in the last week all of a sudden Everything Has Changed and I am no longer allowed to verify transactions through my app, I have to instead call Bank of America and be transferred around and spend XXXX to XXXX minutes on average with a phone rep verifying and unblocking the card : multiple times of the day sometimes for the same transaction. So like I said something in the last week has changed and it is now XXXX at night on XX/XX/XXXX and I am in a parking lot of XXXX trying to have my card unblocked so that I may order an XXXX home. Well whoever in the fraud department at Bank of America is refusing to unblock my card and insisting that I go in person to a financial institution for verification. Of course tomorrow being a holiday the branches are closed and all they can tell me on the phone I've Bank of America is that they're sorry but that's what the note in the computer tells me. So I dig a XXXX XXXX and find out that this isn't a system thing flagging my account and requiring me to go to a branch, instead this is some kind of manual hold or flag that Bank of America employees have put on my card/ account notes. The representative explains further that an attempt at verification was made and failed and that's why I'm being directed to a branch however that's a complete lie I have never once attempted to been verified and failed : whether it be a outbound phone call to the number on file or a security text message code for calling from the app or whatever, there has never been a failed verification attempt. So I hang up and I look on my account for anything I can see that might be helpful and call right back. I have other friends and family who use Bank of America and occasionally they have the same issue with their card being blocked however never not once has anybody been told they needed to come into a branch to unblock their card when they're sitting outside of a gas station at almost midnight stranded. This is the most infuriating discriminatory illegal action I have ever witnessed a financial institution allowing to happen. I was just in a branch last month verifying myself to have my card unblocked and the bank is requiring it once again a month later and on the eve of a holiday when they're closed the next day and all they can tell me is sorry about your luck?","date_sent_to_company":"2024-06-19T03:44:46.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"336XX","tags":null,"has_narrative":true,"complaint_id":"9285843","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-06-19T03:07:52.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["So like I <em>said</em> something in the last week has changed and it is now XXXX at night on XX/XX/XXXX and I am in a parking lot of XXXX trying to have my card unblocked so that I may order an XXXX home. Well whoever in the fraud <em>department</em> at Bank of America is refusing to <em>unblock</em> my card and insisting that I go in person to a financial institution for verification."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[14.362618,"9285843"]},{"_index":"complaint-public-v1","_id":"12224124","_score":13.437265,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it concerns, A Checking and Savings Account was opened in my name by HSBC US on XX/XX/XXXX. I did not gain access to the online banking until after the first debit card was sent. Upon receiving the debit card I was robbed and the card was stolen along with my wallet. Fraudulent charges occurred on the account. I reported these charges promptly. The Claim was accepted. Following this a replacement debit card was supposed to be sent. I did not receive the replacement. Another replacement was supposed to be sent. HSBC Allowed Account Takeover fraud to occur, with the stolen debit card. Transactions occurred on the card. I requested another card, and the card was replaced. HSBC Allowed several fraudulent transactions to occur, Between replacement cards such as XXXX XXXX to a XXXX which I never authorized nor have done business with in my life. To a XXXX XXXX XXXX XXXX which again, I have never done business with. As well, as XXXX XXXX XXXX XXXX. I reported the additional fraud on the account and it was accepted. However, I would like to say I have only received XXXX of the XXXX replacement cards. Yesterday XX/XX/XXXX. I received a call on XX/XX/XXXX from XXXX from HSBC, I was not able to take the call. I then received a letter on XX/XX/XXXX that stated HSBC has decided to \" XXXX '' Their rights to close the account checking and savings account. It also states that the accounts will be closed by XX/XX/XXXX but if I would like to close the accounts sooner I may do so by calling in and closing the accounts before the time of closure. It also says my access will remain unchanged and I will have full access to my accounts until the day of closure. Before I received this letter, I had made a mobile deposit of my IRS Treasury Tax Refund check. I had no idea my account was going to be closed at the time I made the deposit. The check in the amount of {$11000.00} I called HSBC Before making the deposit and was told that check should be fine since it is a US Treasury check as long as it can be verified. Also, On HSBC Terms and Conditions it states that funds from US Treasury checks will be available the day after the day of deposit. However at XXXX The night of deposit my online access WAS BLOCKED Suspended. I called the fraud department the following day, they asked me several questions. I explained it was my IRS Treasury Tax Refund, and that this was US Treasury check. Which can be verified by contacting TCIS or using the Treasury Check Verification System online. You can type the symbol number, the amount, date of check, and routing number and the funds can be verified. Even though I advised their security department of this, they said they received a message that my accounts are \" Recommended for Closure '' They said that when they receive a message recommending an account for closure. They also stated that when they recommend an account for closure that they go through an automatic REVIEW PERIOD of the account. A XXXX XXXX, Even though they advised they did verify the funds of the check. They told me they will not be restoring access to the account online, even though their LETTER states that I will have uninterrupted access to my accounts until the date of closure XX/XX/XXXX. It also states I am allowed to transfer out the funds from the account, or I can wait till date of closure and receive a cashiers check. I explained this to the fraud department. They told me they do not care, they are going to continue to do their review despite what their letter states. They told me I will not be granted back access to my online banking or accounts until the XXXX business day ( Until after they close the account ) They are expecting me to wait XXXX Business Days, Before they can REQUEST A cashiers Check. At that time they will mail the check in 1-2 Day 's and I can expect to wait for my funds for another 7-10 Days this is not acceptable. First and foremost I am a victim of theft. I should have access to my accounts, as their letter states. I am not sure whom recommended closure, and or for what reason. I did not violate any of their terms and conditions. What I do know Is I should be allowed to Wire Transfer out my funds from the account that I am entitled to. The bank should not be able to suspend peoples account 's EVERY Mobile deposit. The last time I made a deposit a few weeks ago {$5800.00} At that time they suspended my online banking access at XXXX XXXX Yet again, and Were not able to assist me to the following day. I had to speak with XXXX on the phone at the same time as HSBC To verify the funds on the check YET AGAIN. Following verifying the funds the check was released, and the account block was removed. However now HSBC Security Department is advising me they will not allow me access to my funds, they are not going to unblock my online banking, and they are not going to let me access my own funds. This is causing me consumer financial harm. Additionally, A Consumer should be able to XXXX or XXXX out their own funds. Since this is a US Treasury check their terms and conditions state the funds will be available the day after the day of the deposit and HSBC HAS BEEN HOLDING IT FOR OVER 2 Business Days. Along with all the rest of my funds in the account as well. I do not want to wait an additional month to receive my funds. As a Consumer I should be allowed to Transfer from Bank to Bank or By Wire Transfer. I have requested HSBC To allow me to wire transfer the funds and their security department continues to repeat your account has been recommended for closure. They said it about XXXX times, and then asked me If I was aware again this morning my account has been recommended for closure. As I stated to them. I DO NOT CARE whom Recommended closures. I did not violate any banking terms and conditions, but I do care to access my funds that I am entitled to. A Review does not take XXXX business days. Their letter told me I would have uninterrupted access to my funds and that clearly was a LIE ON company letter head. HSBC Knowingly is causing Consumers FINANCIAL HARM. HSBC Customer Experience Team does not assist, and they are not willing to allow me to close the account early, and they are not allowing me to transfer the funds as I was instructed either.","date_sent_to_company":"2025-02-26T21:25:42.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"75087","tags":null,"has_narrative":true,"complaint_id":"12224124","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2025-02-26T20:52:04.000Z","state":"TX","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Even though I advised their <em>security</em> <em>department</em> of this, they <em>said</em> they received a message that my <em>accounts</em> are \" Recommended for Closure '' They <em>said</em> that when they receive a message recommending an <em>account</em> for closure. They also stated that when they recommend an <em>account</em> for closure that they go through an automatic REVIEW PERIOD of the <em>account</em>. A XXXX XXXX, Even though they advised they did verify the funds of the check."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[13.437265,"12224124"]},{"_index":"complaint-public-v1","_id":"6708321","_score":12.736432,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have been trying for two months to pay my PayPal / Synchrony Bank credit card payment.\n\nThe moment the payment is a day late, they block access to the online account and force the consumer to call. I don't trust over-the-phone payment systems and don't need to tolerate verbal abuse by their billing agents.\n\nThis is not the first time this company has used this abusive billing practice to prevent customers from making their payments online and reviewing charges on their accounts. Last time I found several charges, but by the time I was able to access my account, it was too late to file a claim. This is not fair debt collection.\n\nI've requested at leas\n\nt two or three times a week via e-mail service that they unblock my access so I can pay my payment. I'm now about 40 days past due, which is going to impact my credit because they refuse to allow me access to make my payment. When I did call the number, it said there was no account associated with my phone number. Their systems do not recognize me, yet they call me several times daily and send text messages and emails daily, but their system claims no account exists. They're trying to force me to talk to their collections department on the phone and give my full social security number so they can locate my account, and I am not providing that information via the phone. This seems to be an unfair business practice when there is no way for me to make a payment. I have no checks, I've always paid bills online. I can not access statements or activities and have no way to know if any unauthorized charges have gone through. All my statements are in the online portal because I have paperless billing. Even though I have been struggling between jobs, this is the ONLY account I am behind on, which should tell you something. Their practices are preventing me from paying what I owe. If they want me to pay, they need to stop arbitrarily blocking access to my payment portal so I can actually submit a payment. I don't have a physical card for this account. I haven't used it in months and did not realize it had been lost, likely when I moved six months ago. I can't even send a cashier 's check to their billing address at this point, because I do not have the full account number. I've sent this request so many times via their e-mail customer service, yet they refuse to even acknowledge my messages or attempt to resolve the issue so they can collect payment. This should not be an impossible request, and they should not be able to ignore my countless requests to access my account online or in the app. Both m\nethods disallow access, claiming no account exists.\n\nIf no account exists, then I guess I do not owe them money.\n\nIf they want to be paid, they should allow customers to pay how they feel comfortable.\n\nThese kinds of punitive practices should be disallowed if they aren't already.\n\nFair debt collection is just that : Fair. This abuse of process is not fair.","date_sent_to_company":"2023-03-16T18:42:17.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"98607","tags":null,"has_narrative":true,"complaint_id":"6708321","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2023-03-16T18:17:38.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Their systems do not recognize me, yet they call me several times daily and send text messages and emails daily, but their system claims no <em>account</em> exists. They're trying to force me to talk to their collections <em>department</em> on the phone and give my full social <em>security</em> number so they can locate my <em>account</em>, and I am not providing that information via the phone. This seems to be an unfair business practice when there is no way for me to make a payment."]},"sort":[12.736432,"6708321"]},{"_index":"complaint-public-v1","_id":"3416215","_score":12.060071,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Experian has decided to take it upon themselves to create false accusations and have stated that they have a right to unblock FRAUDULENT Accounts that were opened as a result of Identity theft. Experian has already been notified that these were fraudulent accounts and took it upon themselves instead to unblock the fraudulent accounts illegally. Marked a consumer statement saying these cards were used by an unauthorized user fraudulently. When in fact the whole credit card account is fraudulent, The application for the credit card ( s ) were in fact fraudulent in XXXX, as XXXX XXXX XXXX XXXX advised me that the address used to open the fraudulent accounts was XXXX XXXX XXXX XXXX XXXX  XXXX, TX XXXX which was included in my identity theft affidavit, Again Experian is allowing these fraudulent accounts to be unblocked stating \" Material Misrepresentation '' When in fact Experian has not provided such proof. This Material is not misrepresented. The account was opened from a thief using my identification documents that were stolen. The Address XXXX XXXX, XXXX and XXXX have provided doesn't match my credit bureau report address. Again a lie, secondly, I never received any cards from XXXX XXXX XXXX XXXX. XXXX XXXX was notified that I was a victim of Identity theft. As was XXXX and XXXX I provided them my affidavit and they refused to research it. Per Law 605 ( B ) I am a victim of identity theft. I do not have membership to XXXX XXXX XXXX XXXX ( Which is required per their security department ) I do not have membership with XXXX which requires Military association and I do not have accounts with XXXX I do not have any accounts with XXXX XXXX XXXX XXXX Nor XXXX. XXXX has blocked these accounts. XXXX has handled this without issue. However Experian is the only credit bureau that is allowing the creditor to fraudulently place accounts on my credit file that a thief opened without my authorization, and then boldly writing a consumer statement I never wrote. My ID Theft Affidavit is attached to this complaint and I want this resolved as Experian is causing me monetary loss because of these Four fraudulent accounts. XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Date Opened Account charged off. {$10000.00} written off. {$10000.00} past due as of XX/XX/XXXX. ( Consumer Statement Credit Bureau put on the file ) Your Statement THIS ACCOUNT WAS THE RESULT OF UNAUTHORIZED SERVICES Again this is not my statement, and I did not write that statement because the whole application IS FRAUD. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Account Name - Account Name XXXX XXXX XXXX Account Number XXXX Date Opened XX/XX/XXXX Status Account charged off. {$4600.00} written off. {$4600.00} past due as of XX/XX/XXXX. \nStatus Updated XX/XX/XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Account Name XXXX XXXX XXXX Account Number XXXX Date Opened XX/XX/XXXX Status Open. {$83.00} past due as of XX/XX/XXXX. \nBalance {$850.00} -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Account Name XXXX XXXX XXXX XXXX Account Number XXXX Date Opened XX/XX/XXXX Status Open. {$870.00} past due as of XXXX XXXX. \nStatus Updated XX/XX/XXXX Balance {$15000.00} As you can see all of these accounts were opened with stolen Identification, It doesn't match my current drivers license, The Address being sent To \" Experian '' Which they say they verify yet can't provide said proof of is also fraudulent and Experian confirmed to me they blocked that Address. Told the CFPB They blocked the account and then re add it back a week later.","date_sent_to_company":"2019-10-24T13:31:26.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"75002","tags":null,"has_narrative":true,"complaint_id":"3416215","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-10-24T13:18:10.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I do not have membership to XXXX XXXX XXXX XXXX ( Which is required per their <em>security</em> <em>department</em> ) I do not have membership with XXXX which requires Military association and I do not have <em>accounts</em> with XXXX I do not have any <em>accounts</em> with XXXX XXXX XXXX XXXX Nor XXXX. XXXX has blocked these <em>accounts</em>. XXXX has handled this without issue."]},"sort":[12.060071,"3416215"]},{"_index":"complaint-public-v1","_id":"3715027","_score":6.030098,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I truly can't believe the after the what must be hundreds of hours on the phone, writing letters, checking reports, faxing, email snail mailing, certified mailing.. that in the end, after two years of being an identity theft victim I find myself ready to finally just throw my hands up and say \" forget it. '' over a hundred dollars a month in reporting fees to stay on top of the never ending on slot of fraud that hits my reports regularly. I pay for Experians premium report, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX. And no.. its not because I am crazy or obsessive or love having my credit score be the sole fixation of my life.\n\nIt's because the credit bureaus are actively fighting back on a daily basis against my legitimate paperwork, the facts they can not deny and the knowledge I have developed about how each on of them play their games to block you from being able to recover fully from anything so that you have to keep paying them to ensure you havent let anything slip by.\n\nIn the two years of fighting fraudulent applications, nonstop inquiries, fraudulent loans that are somehow taken out on a social security number I have been told numerous times by people in the industry \" has been deleted from public record '' I just don't know what else to do. Persistence has literally aged me at least a decade.. my feet swell from sitting in a chair so long at work and then the rest of the night writing statements like this one, my wife and child have to constantly endure a life absent of me while I mount a never ending battle against those that determined to see us destitute . And even if I were to use every word I know to convey this to a credit bureau agent, whether is be by phone, certified letter, fax or upload- and believe me I do all four.. they seem so desensitized by the day to day attempts at thwarting the system that they are failing an active participating family hard. \n\nMy daughter and I almost died due to a XXXX XXXX just before XXXX  last year- we immediately served our landlord with a fix or quit letter who immediately served us with a lawsuit. That seems to be the running theme of the world lately, total, disgusting, unconscionable, completely devoid of morals or empathy and a complete lack for the well-being of anyone but themselves and theirs. \n\nWell it just so happens that this apartment complex was also ground zero for my wife and I 's major credit issues. We moved into, at the time what we believed to be a \" neat '' thing '' Smart Apartment. It came with a router preinstalled for the smart features and a big perk was cable and internet being ready to go upon move in. One \" perk '' we were unaware of was the hacker that had taken over that router- whether previous tenant or one of the many short term business stays they took in.. This hacked for 6 months we came to find out, had our computers completely taken over and logged, our phones, our wallets ... even our credit reports I am pretty sure as Experian still has never bothered to investigate how inquiries were allowed to penetrate one of their freezes.\n\nSo with that being said- and believe me if that is 300 words- that is 290 more words than the credit bureaus agents let me get out before hanging up on me or cold transfering me to an unmonitored voicemail box. I get the feeling when I am speaking with these agents that they do not believe a word of what I am saying as I am always met with such anger, callousness, straight hatred when I even mention the acronym FCRA or the world Block. They always cut me off and file 90 day disputes no matter what I say or the fact that I have 4 police reports, 4 FTC reports and mountains of supporting documents that I have sent them. And yes it is ridiculous to have 4 police reports.. It should be clear that if I have one FTC report and one Police report for \" Identity Theft '' that clearly there is going to be more identity theft than what is mentioned at the time of the police report. \n\nI have had to obtain 4 or 5 of each when it has come to 6 months to a year of battling fraudulent data that I just can't get them to follow the law on. They actively screen my calls- whatever they see when they open my report instantly changes the tone of their voice and I have received 1 or 2 letters that pretty imply I am lying. That a sane person would definitely apply for the same XXXX XXXX credit card 13 times in a row in a two week period.\n\nAnd you know what I can deal with all of that- they want to treat my familys future like a game.. then FINE i'll play the game even though its rigged. But I dont know how to play if I can't see the board. And that is what it has come to. It started with XXXX  in  XXXX of 2019. My report stopped updating, I stopped receiving the notifications that I paid a fortune for. I spent countless hours on the phone with the \" Special Handling Fraud '' team and their online team as they sent ticket after ticket \" up '' which never came back with any answer as to why it access to my report was slowly fading away.\n\nI soon after learned that due to something totally unrelated and equally insane.. that my wife and I had been \" deleted from public record '' due to XXXX XXXX XXXX entering our information into what one of their employees called \" their master brain computer '' incorrectly. They entered me and my wife in as \" Cust1 '' and \" Cust2 '' when we went into to change providers, devices and phone numbers due to the hacker that was harvesting our data on our old ones. So now.. to this day.. I can no longer be verified FOR ANYTHING. My family has been stuck living in a hotel room since last XXXX through a Pandemic because of identity theft, the credit bureaus and of all entities.. XXXX XXXX XXXX XXXX \n\nSO I legitimately believed that this was causing an issue with my XXXX  report and I spent months trying to convince them of this.. I eventually and still do think I have a split file.. In fact their online team insists that I do while the only team I am allowed to discuss my report with- also the team that is in office the least and the least accessible, the \" specialized fraud team '' states that I do not. Well now it has gotten so bad that XXXX XXXX, XXXX, XXXX  themselves, etc.. I can not view my report on any of the sites normal people can. All sites either say error or that I do not have a file or do not have enough history to have a file.. I am XXXX I definitely do. \n\nWell its gotten to the point where my own bank can't even identify me, XXXX by my social and when attempting to open a personal account, even though I had four business accounts with them- they couldnt do it without a credit check and me coming in to a bank. In doing so- I was stalled for days because there was no way to remove the free that had been put on my report. I log into my paid profile and there is no info there and it just says \" Freeze Status Unknown.. '' I call the number put in my pin it says there is an issue an hangs up. I talk to a rep and they cant help me because only the specialized handling  team can and they arent in until Monday. \n\nI could go on for days about how bad this has actually gotten for me but I literally have to move on to another credit issue after this one and I still haven't even gotten a chance to sleep yet tonight and its XXXX. \n\nSo I finally after no joke 3 hours of trying, 4 hang ups, 2 we do not have a direct line to the United States, 4 long and serious identity checks of which all are passed.. I finally get to this team today. The guy couldn't care less and doesn't understand why I am not just satisfied with fixing whatever problem of the day is wrong with my report. He then goes on to tell me that MY REPORT HAS BEEN BLOCKED THE ENTIRE TIME ON PURPOSE BY XXXX. The infuriates me.. They have no idea how much time, money, effort and my whole freaking life for the last 2 years I have put in to getting my family out ahead of this. \n\nAnd not only did they perpetrate this false issue with my report for over 6 months and drive me absolutely mad, put strain on my marriage, my childs life, my health.. But they charged me {$24.00} a month to do it. This agent remained short and when I asked questions that made perfect logical sense just stuck to his script. \" My credit report was blocked online for my own protection due to fraud '' and \" no there is no one that can unblock it. '' According to him my only was of obtaining my report is to spend three hours attempting to get ahold of that exact department any time I sense fraud because they aren't even allowed to tell me whether or not there is anything derogatory on it or not. \n\nI am AN IDENTITY THEFT VICTIM I am the one that needs to see it regularly. Blocking me from it while still allowing others to dictate it and use it against me and my family should be and I am pretty sure IS AGAINST THE LAW.\n\nHis only response was to ask me if I would like him to mail me out one- to which I attempted to explain to him that besides the fact that what he is saying is insane and clearly just a method for XXXX  to not have to deal with identity theft victims because their whole deal is selling PERSONAL information.. but as we are unable to rent or buy a home due to creditworthiness I DONT HAVE A PERMANENT ADDRESS AND THEREFORE NEVER RECEIVE THE REPORTS WHEN THEY SEND THEM. In fact our address has been officially changed so many times now by someone other than us that my wife and I, despite having a PO BOX do not receive ANY MAIL AT ALL. NONE. So them sending my reports out to whatever address they have put on my file this week is not helping.\n\nWhats worse is now all three reports have started to do it. The ONE ONE I can still even see ( because I pay A LOT for it ) is experian ) and they wont let me dispute anything, upload documents, or do anything outside of look at the fraud hitting my report daily anymore. Now their agents act like every inquiry that is fraudulent and or every inaccurate detail needs its own FTC and Police Report attached or they out right refuse to do anything. \n\nThis last round of Police and FTC reports to address accounts that have been left to sully my reports for months have all been faxed and certified mailed in and I have confirmed been received.. and despite them removing transunion claiming ( because I can not see it ) to remove all of the fraudulent information- 2 collections and 1 fraudulently opened and delinquent account, XXXX  who manages to grab a snapshot every couple months or so.. just reported that they did in fact remove all of that.. which should mean my report is 100 % derogatory free.. great credit mix, great payment history, decent debt to income ration ( 48 % ) considering.. yes I still only have a XXXX credit score. How is this? \n\nXXXX  and Experian.. yea they just completely ignored all of the documents and all I can do is keep sending them until someone with a soul responds. This needs to be fixed immediately my family deserves a home of our own. It has eaten away at every bit of our savings and I fear what we are heading to with wrecked ( or non existent/hidden ) credit scores, no savings and no access to credit. I really do. \n\nPlease Help- this is XXXX  me.","date_sent_to_company":"2020-06-24T10:09:40.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3715027","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-06-24T10:09:37.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["This agent remained short and when I asked questions that made perfect logical sense just stuck to his script. \" My credit report was blocked online for my own protection due to fraud '' and \" no there is no one that can <em>unblock</em> it. '' According to him my <em>only</em> was of obtaining my report is to spend three hours attempting to get ahold of that exact <em>department</em> any time I sense fraud because they aren't even allowed to tell me whether or not there is anything derogatory on it or not."]},"sort":[6.030098,"3715027"]},{"_index":"complaint-public-v1","_id":"3715025","_score":6.013944,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I truly can't believe the after the what must be hundreds of hours on the phone, writing letters, checking reports, faxing, email snail mailing, certified mailing.. that in the end, after two years of being an identity theft victim I find myself ready to finally just throw my hands up and say \" forget it. '' over a hundred dollars a month in reporting fees to stay on top of the never ending on slot of fraud that hits my reports regularly. I pay for XXXX   premium report, XXXXXXXX  XXXX Premium, Transunions Premium, XXXX XXXX Premium and XXXX Premium. And no.. its not because I am crazy or obsessive or love having my credit score be the sole fixation of my life. \n\nIt's because the credit bureaus are actively fighting back on a daily basis against my legitimate paperwork, the facts they can not deny and the knowledge I have developed about how each on of them play their games to block you from being able to recover fully from anything so that you have to keep paying them to ensure you havent let anything slip by. \n\nIn the two years of fighting fraudulent applications, nonstop inquiries, fraudulent loans that are somehow taken out on a social security number I have been told numerous times by people in the industry \" has been deleted from public record '' I just don't know what else to do. Persistence has literally aged me at least a decade.. my feet swell from sitting in a chair so long at work and then the rest of the night writing statements like this one, my wife and XXXX have to constantly endure a life absent of me while I mount a never ending battle against those that determined to see us destitute . And even if I were to use every word I know to convey this to a credit bureau agent, whether is be by phone, certified letter, fax or upload- and believe me I do all four.. they seem so desensitized by the day to day attempts at thwarting the system that they are failing an active participating family hard. \n\nMy daughter and I almost died due to a XXXX XXXX just before XXXX  last year- we immediately served our landlord with a fix or quit letter who immediately served us with a lawsuit. That seems to be the running theme of the world lately, total, disgusting, unconscionable, completely devoid of morals or empathy and a complete lack for the well-being of anyone but themselves and theirs. \n\nWell it just so happens that this apartment complex was also ground zero for my wife and I 's major credit issues. We moved into, at the time what we believed to be a \" neat '' thing '' Smart Apartment. It came with a router preinstalled for the smart features and a big perk was cable and internet being ready to go upon move in. One \" perk '' we were unaware of was the hacker that had taken over that router- whether previous tenant or one of the many short term business stays they took in.. This hacked for 6 months we came to find out, had our computers completely taken over and logged, our phones, our wallets ... even our credit reports I am pretty sure as XXXX  still has never bothered to investigate how inquiries were allowed to penetrate one of their freezes. \n\nSo with that being said- and believe me if that is 300 words- that is 290 more words than the credit bureaus agents let me get out before hanging up on me or cold transfering me to an unmonitored voicemail box. I get the feeling when I am speaking with these agents that they do not believe a word of what I am saying as I am always met with such anger, callousness, straight hatred when I even mention the acronym FCRA or the world Block. They always cut me off and file 90 day disputes no matter what I say or the fact that I have 4 police reports, 4 FTC reports and mountains of supporting documents that I have sent them. And yes it is ridiculous to have 4 police reports.. It should be clear that if I have one FTC report and one Police report for \" Identity Theft '' that clearly there is going to be more identity theft than what is mentioned at the time of the police report. \n\nI have had to obtain 4 or 5 of each when it has come to 6 months to a year of battling fraudulent data that I just can't get them to follow the law on. They actively screen my calls- whatever they see when they open my report instantly changes the tone of their voice and I have received 1 or 2 letters that pretty imply I am lying. That a sane person would definitely apply for the same XXXX XXXX credit card 13 times in a row in a two week period.\n\nAnd you know what I can deal with all of that- they want to treat my familys future like a game.. then FINE i'll play the game even though its rigged. But I dont know how to play if I can't see the board. And that is what it has come to. It started with Transunion in XXXX of XX/XX/XXXX My report stopped updating, I stopped receiving the notifications that I paid a fortune for. I spent countless hours on the phone with the \" Special Handling Fraud '' team and their online team as they sent ticket after ticket \" up '' which never came back with any answer as to why it access to my report was slowly fading away. \n\nI soon after learned that due to something totally unrelated and equally insane.. that my wife and I had been \" deleted from public record '' due to XXXX XXXX  XXXX entering our information into what one of their employees called \" their master brain computer '' incorrectly. They entered me and my wife in as \" Cust1 '' and \" Cust2 '' when we went into to change providers, devices and phone numbers due to the hacker that was harvesting our data on our old ones. So now.. to this day.. I can no longer be verified FOR ANYTHING. My family has been stuck living in a hotel room since last XXXX through a Pandemic because of identity theft, the credit bureaus and of all entities.. XXXX XXXX XXXX XXXX \n\nSO I legitimately believed that this was causing an issue with my TransUnion report and I spent months trying to convince them of this.. I eventually and still do think I have a split file.. In fact their online team insists that I do while the only team I am allowed to discuss my report with- also the team that is in office the least and the least accessible, the \" specialized fraud team '' states that I do not. Well now it has gotten so bad that XXXX XXXX, XXXX, TransUnion themselves, etc.. I can not view my report on any of the sites normal people can. All sites either say error or that I do not have a file or do not have enough history to have a file.. I am XXXX I definitely do. \n\nWell its gotten to the point where my own bank can't even identify me, XXXX by my social and when attempting to open a personal account, even though I had four business accounts with them- they couldnt do it without a credit check and me coming in to a bank. In doing so- I was stalled for days because there was no way to remove the free that had been put on my report. I log into my paid profile and there is no info there and it just says \" Freeze Status Unknown.. '' I call the number put in my pin it says there is an issue an hangs up. I talk to a rep and they cant help me because only the specialized handling team can and they arent in until Monday. \n\nI could go on for days about how bad this has actually gotten for me but I literally have to move on to another credit issue after this one and I still haven't even gotten a chance to sleep yet tonight and its XXXX. \n\nSo I finally after no joke 3 hours of trying, 4 hang ups, 2 we do not have a direct line to the United States, 4 long and serious identity checks of which all are passed.. I finally get to this team today. The guy couldn't care less and doesn't understand why I am not just satisfied with fixing whatever problem of the day is wrong with my report. He then goes on to tell me that MY REPORT HAS BEEN BLOCKED THE ENTIRE TIME ON PURPOSE BY TRANSUNION. The infuriates me.. They have no idea how much time, money, effort and my whole freaking life for the last 2 years I have put in to getting my family out ahead of this. \n\nAnd not only did they perpetrate this false issue with my report for over 6 months and drive me absolutely mad, put strain on my marriage, my XXXX life, my health.. But they charged me {$24.00} a month to do it. This agent remained short and when I asked  questions that made perfect logical sense just stuck to his script. \" My credit report was blocked online for my own protection due to fraud '' and \" no there is no one that can unblock it. '' According to him my only was of obtaining my report is to spend three hours attempting to get ahold of that exact department any time I sense fraud because they aren't even allowed to tell me whether or not there is anything derogatory on it or not.\n\nI am AN IDENTITY THEFT VICTIM I am the one that needs to see it regularly. Blocking me from it while still allowing others to dictate it and use it against me and my family should be and I am pretty sure IS AGAINST THE LAW. \n\nHis only response was to ask me if I would like him to mail me out one- to which I attempted to explain to him that besides the fact that what he is saying is insane and clearly just a method for Transunion to not have to deal with identity theft victims because their whole deal is selling PERSONAL information.. but as we are unable to rent or buy a home due to creditworthiness I DONT HAVE A PERMANENT ADDRESS AND THEREFORE NEVER RECEIVE THE REPORTS WHEN THEY SEND THEM. In fact our address has been officially changed so many times now by someone other than us that my wife and I, despite having a PO BOX do not receive ANY MAIL AT ALL. NONE. So them sending my  reports out to whatever address they have put on my file this week is not helping. \n\nWhats worse is now all three reports have started to do it. The ONE ONE I can still even see ( because I pay A LOT for it ) is XXXX  ) and they wont let me dispute anything, upload documents, or do anything outside of look at the fraud hitting my report daily anymore. Now their agents act like every inquiry that is fraudulent and or every inaccurate detail needs its own FTC and Police Report attached or they out right refuse to do anything. \n\nThis last round of Police and FTC reports to address accounts that have been left to sully my reports for months have all been faxed and certified mailed in and I have confirmed been received.. and despite them removing transunion claiming ( because I can not see it ) to remove all of the fraudulent information- 2 collections and 1 fraudulently opened and delinquent account, XXXX who manages to grab a snapshot every couple months or so.. just reported that they did in fact remove all of that.. which should mean my report is 100 % derogatory free.. great credit mix, great payment history, decent debt to income ration ( 48 % ) considering.. yes I still only have a XXXX credit score. How is this? \n\nXXXX  and XXXX.. yea they just completely ignored all of the documents and all I can do is keep sending them until someone with a soul responds. This needs to be fixed immediately my family deserves a home of our own. It has eaten away at every bit of our savings and I fear what we are heading to with wrecked ( or non existent/hidden ) credit scores, no savings and no access to credit. I really do. \n\nPlease Help- this is XXXX  me.","date_sent_to_company":"2020-06-24T10:09:32.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3715025","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2020-06-24T08:56:03.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["This agent remained short and when I asked  questions that made perfect logical sense just stuck to his script. \" My credit report was blocked online for my own protection due to fraud '' and \" no there is no one that can <em>unblock</em> it. '' According to him my <em>only</em> was of obtaining my report is to spend three hours attempting to get ahold of that exact <em>department</em> any time I sense fraud because they aren't even allowed to tell me whether or not there is anything derogatory on it or not."]},"sort":[6.013944,"3715025"]},{"_index":"complaint-public-v1","_id":"3715026","_score":6.000539,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I truly can't believe the after the what must be hundreds of hours on the phone, writing letters, checking reports, faxing, email snail mailing, certified mailing.. that in the end, after two years of being an identity theft victim I find myself ready to finally just throw my hands up and say \" forget it. '' over a hundred dollars a month in reporting fees to stay on top of the never ending on slot of fraud that hits my reports regularly. I pay for XXXX XXXX  report, Equifax 's Premium, XXXX Premium, XXXX 's XXXX and XXXX Premium. And no.. its not because I am crazy or obsessive or love having my credit score be the sole fixation of my life. \n\nIt's because the credit bureaus are actively fighting back on a daily basis against my legitimate paperwork, the facts they can not deny and the knowledge I have developed about how each on of them play their games to block you from being able to recover fully from anything so that you have to keep paying them to ensure you havent let anything slip by. \n\nIn the two years of fighting fraudulent applications, nonstop inquiries, fraudulent loans that are somehow taken out on a social security number I have been told numerous times by people in the industry \" has been deleted from public record '' I just don't know what else to do. Persistence has literally aged me at least a decade.. my feet swell from sitting in a chair so long at work and then the rest of the night writing statements like this one, my wife and XXXX have to constantly endure a life absent of me while I mount a never ending battle against those that determined to see us destitute . And even if I were to use every word I know to convey this to a credit bureau agent, whether is be by phone, certified letter, fax or upload- and believe me I do all four.. they seem so desensitized by the day to day attempts at thwarting the system that they are failing an active participating family hard. \n\nMy daughter and I almost died due to a XXXX XXXX just before XXXX  last year- we immediately served our landlord with a fix or quit letter who immediately served us with a lawsuit. That seems to be the running theme of the world lately, total, disgusting, unconscionable, completely devoid of morals or empathy and a complete lack for the well-being of anyone but themselves and theirs. \n\nWell it just so happens that this apartment complex was also ground zero for my wife and I 's major credit issues. We moved into, at the time what we believed to be a \" neat '' thing '' Smart Apartment. It came with a router preinstalled for the smart features and a big perk was cable and internet being ready to go upon move in. One \" perk '' we were unaware of was the hacker that had taken over that router- whether previous tenant or one of the many short term business stays they took in.. This hacked for 6 months we came to find out, had our computers completely taken over and logged, our phones, our wallets ... even our credit reports I am pretty sure as XXXX  still has never bothered to investigate how inquiries were allowed to penetrate one of their freezes. \n\nSo with that being said- and believe me if that is 300 words- that is 290 more words than the credit bureaus agents let me get out before hanging up on me or cold transfering me to an unmonitored voicemail box. I get the feeling when I am speaking with these agents that they do not believe a word of what I am saying as I am always met with such anger, callousness, straight hatred when I even mention the acronym FCRA or the world Block. They always cut me off and file 90 day disputes no matter what I say or the fact that I have 4 police reports, 4 FTC reports and mountains of supporting documents that I have sent them. And yes it is ridiculous to have 4 police reports.. It should be clear that if I have one FTC report and one Police report for \" Identity Theft '' that clearly there is going to be more  identity theft than what is mentioned at the time of the police report. \n\nI have had to obtain 4 or 5 of each when it has come to 6 months to a year of battling fraudulent data that I just can't get them to follow the law on. They actively screen my calls- whatever they see when they open my report instantly changes the tone of their voice and I have received 1 or 2 letters that pretty imply I am lying. That a sane person would definitely apply for the same XXXX XXXX credit card 13 times in a row in a two week period.\n\nAnd you know what I can deal with all of that- they want to treat my familys future like a game.. then FINE i'll play the game even though its rigged. But I dont know how to play if I can't see the board. And that is what it has come to. It started with XXXX  in XXXX of 2019. My report stopped updating, I stopped receiving the notifications that I paid a fortune for. I spent countless hours on the phone with the \" Special Handling Fraud '' team and their online team as they sent ticket after ticket \" up '' which never came back with any answer as to why it access to my report was slowly fading away. \n\nI soon after learned that due to something totally unrelated and equally insane.. that my wife and I had been \" deleted from public record '' due to XXXX XXXX XXXX entering our information into what one of their employees called \" their master brain computer '' incorrectly. They entered me and my wife in as \" Cust1 '' and \" Cust2 '' when we went into to change providers, devices and phone numbers due to the hacker that was harvesting our data on our old ones. So now.. to this day.. I can no longer be verified FOR ANYTHING. My family has been stuck living in a hotel room since last XXXX through a Pandemic because of identity theft, the credit bureaus and of all entities.. XXXX XXXX XXXX . \n\nSO I legitimately believed that this was causing an issue with my XXXX  report and I spent months trying to convince them of this.. I eventually and still do think I have a split file.. In fact their online team insists that I do while the only team I am allowed to discuss my report with- also the team that is in office the least and the least accessible, the \" specialized fraud team '' states that I do not. Well now it has gotten so bad that XXXX XXXX, XXXX, XXXX themselves, etc.. I can not view my report on any of the sites normal people can. All sites either say error or that I do not have a file or do not have enough history to have a file.. I am XXXX I definitely do. \n\nWell its gotten to the point where my own bank can't even identify me, XXXX by my social and when attempting to open a personal account, even though I had four business accounts with them- they couldnt do it without a credit check and me coming in to a bank. In doing so- I was stalled for days because there was no way to remove the free that had been put on my report. I log into my paid profile and there is no info there and it just says \" Freeze Status Unknown.. '' I call the number put in my pin it says there is an issue an hangs up. I talk to a rep and they cant help me because only the specialized handling team can and they arent in until Monday. \n\nI could go on for days about how bad this has actually gotten for me but I literally have to move on to another credit issue after this one and I still haven't even gotten a chance to sleep yet tonight and its XXXX. \n\nSo I finally after no joke 3 hours of trying, 4 hang ups, 2 we do not have a direct line to the United States, 4 long and serious identity checks of which all are passed.. I finally get to this team today. The guy couldn't care less and doesn't understand why I am not just satisfied with fixing whatever problem of the day is wrong with my report. He then goes on to tell me that MY REPORT HAS BEEN BLOCKED THE ENTIRE TIME ON PURPOSE BY XXXX. The infuriates me.. They have no idea how much time, money, effort and my whole freaking life for the last 2 years I have put in to getting my family out ahead of this. \n\nAnd not only did they perpetrate this false issue with my report for over 6 months and drive me absolutely mad, put strain on my marriage, my childs life, my health.. But they charged me {$24.00} a month to do it. This agent remained short and when I asked questions that made perfect logical sense just stuck to his script. \" My credit report was blocked online for my own protection due to fraud '' and \" no there is no one that can unblock it. '' According to him my only was of obtaining my report is to spend three hours attempting to get ahold of that exact department any time I sense fraud because they aren't even allowed to tell me whether or not there is anything derogatory on it or not.\n\nI am AN IDENTITY THEFT VICTIM I am the one that needs to see it regularly. Blocking me from it while still allowing others to dictate it and use it against me and my family should be and I am pretty sure IS AGAINST THE LAW.\n\nHis only response was to ask me if I would like him to mail me out one- to which I attempted to explain to him that besides the fact that what he is saying is insane and clearly just a method for XXXX to not have to deal with identity theft victims because their whole deal is selling PERSONAL information.. but as we are unable to rent or buy a home due to creditworthiness I DONT HAVE A PERMANENT ADDRESS AND THEREFORE NEVER RECEIVE THE REPORTS WHEN THEY SEND THEM. In fact our address has been officially changed so many times now by someone other than us that my wife and I, despite having a PO BOX do not receive ANY MAIL AT ALL. NONE. So them sending my reports out to whatever address they have put on my file this week is not helping. \n\nWhats worse is now all three reports have started to do it. The ONE ONE I can still even see ( because I pay A LOT for it ) is XXXX  ) and they wont let me dispute anything, upload documents, or do anything outside of look at the fraud hitting my report daily anymore. Now their agents act like every inquiry that is fraudulent and or every inaccurate detail needs its own FTC and Police Report attached or they out right refuse to do anything. \n\nThis last round of Police and FTC reports to address accounts that have been left to sully my reports for months have all been faxed and certified mailed in and I have confirmed been received.. and despite them removing transunion claiming ( because I can not see it ) to remove all of the fraudulent information- 2 collections and 1 fraudulently opened and delinquent account, XXXX  who manages to grab a snapshot every couple months or so.. just reported that they did in fact remove all of that.. which should mean my report is 100 % derogatory free.. great credit mix, great payment history, decent debt to income ration ( 48 % ) considering.. yes I still only have a XXXX credit score. How is this? \n\nEquifax and XXXX.. yea they just completely ignored all of the documents and all I can do is keep sending them until someone with a soul responds. This needs to be fixed immediately my family deserves a home of our own. It has eaten away at every bit of our savings and I fear what we are heading to with wrecked ( or non existent/hidden ) credit scores, no savings and no access to credit. I really do. \n\nPlease Help- this is XXXX  me.","date_sent_to_company":"2020-06-24T10:09:40.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3715026","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-06-24T10:09:37.000Z","state":"CO","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["This agent remained short and when I asked questions that made perfect logical sense just stuck to his script. \" My credit report was blocked online for my own protection due to fraud '' and \" no there is no one that can <em>unblock</em> it. 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