{"took":146,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":571,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3774036","_score":18.132479,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2020 The VA employment security commission deposited my unemployment deposit into my old checking account however I lost my old debit card with this account and I requested that Cash app send me a new debit card or resend the funds back to the VA employment security commission however they refuse to do either This is a nightmare. \n\nI have contacted Cash app in regards to my {$7100.00} deposit and they refuse to release my money to me. They refuse to mail me a debit card even after verifying my account. I have also filed a complaint against Cash App Corporation with The United States Treasury Department. I have been trying to get cash app to send or release my funds back to VA ESC .but they refuse to do either. I need your help to get my money. \n\nCash app location : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX Here is your requested information","date_sent_to_company":"2020-07-31T15:28:36.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"32714","tags":null,"has_narrative":true,"complaint_id":"3774036","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2020-07-31T14:50:20.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have been trying to get cash app to send or release my funds back to VA ESC .but they refuse to do <em>either</em>. I <em>need</em> your <em>help</em> to get my <em>money</em>. \n\nCash app location : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX Here is your requested information"],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> transfer"]},"sort":[18.132479,"3774036"]},{"_index":"complaint-public-v1","_id":"13206473","_score":17.004284,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XXXX/XXXX/XXXX after receiving a direct deposit from social security someone stole the money from my account using a merchant called XXXX. I received a notification that XXXX was taken by what appears to be someone in New York. I live in Ohio and dont know anyone outside of Ohio XXXX I also never authorized a wire transfer, and I have never heard of this company XXXX immediately contacted Netspend to report this fraud as well as to ask how to protect another social security that will be made this week. Netspend is not doing enough to help me, and gave me a vague promise to investigate but so far has done nothing. I dont know how anyone has my account information because I dont share it with anyone. I dont know if it was stolen by a Netspend employees, or my account was hacked. Either way Netspend did not do enough to protect my account and is not doing enough to remedy this situation. This was a crime and Netspend should be taking it serious. I need my money back and I need to know who did this so I can prosecute them.","date_sent_to_company":"2025-04-28T16:43:55.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"45458","tags":null,"has_narrative":true,"complaint_id":"13206473","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2025-04-28T16:11:24.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["<em>Either</em> way Netspend did not do enough to protect my account and is not doing enough to remedy this situation. This was a crime and Netspend should be taking it serious. I <em>need</em> my <em>money</em> back and I <em>need</em> to know who did this so I can prosecute them."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> transfer"]},"sort":[17.004284,"13206473"]},{"_index":"complaint-public-v1","_id":"1736976","_score":16.189642,"_source":{"product":"Bank account or service","complaint_what_happened":"Discover bank requires a SSN to open a checking account and does not allow the use of an ITIN. Spoke to multiple agents who all said that I simply would not be able to open a checking account ( despite having a credit card and savings with them ). \nIt also states on the bottom of the application that they need either of the XXXX, not necessarily a SSN : \" Important Information To help the government fight the funding of terrorism and money laundering activities, federal law requires financial institutions to obtain, verify and record information that identifies each individual and entity that opens an account. \n\nWhat This Means for You - When opening an account, we may ask you to provide your name, address, Social Security Number or other Taxpayer Identification Number ( \" TIN '' ), and other information that will help us to verify your identity. You may also be asked to provide a driver 's license, state ID card or other identifying documents. ''","date_sent_to_company":"2016-01-12T03:36:22.000Z","issue":"Account opening, closing, or management","sub_product":"Checking account","zip_code":"11901","tags":null,"has_narrative":true,"complaint_id":"1736976","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2016-01-12T03:36:21.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["It also states on the bottom of the application that they <em>need</em> <em>either</em> of the XXXX, not necessarily a SSN : \" Important Information To <em>help</em> the government fight the funding of terrorism and <em>money</em> laundering activities, federal law requires financial institutions to obtain, verify and record information that identifies each individual and entity that opens an account."]},"sort":[16.189642,"1736976"]},{"_index":"complaint-public-v1","_id":"3930681","_score":16.097736,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX the XXXX, I recieved a loan from the SBA, they sent me XXXX on XX/XX/XXXX at XXXX XXXX.XXXX., the money was available all day until about XXXX. I then received a phone call from citibank, stating I needed to approve some transactions, and answer some security questions, when I called, it went from that, too my account is being frozen from me putting buisness funds, with personal money, being told this was okay for me too do by the loan officer at the SBA, I did so, well they froze my account on XX/XX/XXXX, and have yet to either release my funds and let me use them, or have yet to send them back to the sender/sba. I need help with getting my money sent back, or released too me, because, when I call citibank, they lie too me, hang up on me, and have been told different things by many different people at citibank fraud dept and customer service, ive tried calling at least 70 to 100 diff times, and faxed over note after note, at least 100 faxes, still nothing, here I sit with out my money, its ruining my life, that money was meant to help me out, and now im struggling more than ever at the expense of citibank. They have the worst customer service dept I've ever experienced, plz help me get my money back ty p.s. I have sent in my loan docs, my tax info for XXXX XXXX, and I have sent in my DBA and my EIN for my buisness proving who I am and who my buisness is, I sent this info in on XX/XX/XXXX and nothing has changed still lied to by customer service and told nothing basically. PLEASE HELP ME","date_sent_to_company":"2020-11-01T16:02:35.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"460XX","tags":null,"has_narrative":true,"complaint_id":"3930681","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-11-01T15:44:25.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I then received a phone call from citibank, stating I <em>needed</em> to approve some transactions, and answer some <em>security</em> questions, when I called, it went from that, too my account is being frozen from me putting buisness funds, with personal <em>money</em>, being told this was okay for me too do by the loan officer at the SBA, I did so, well they froze my account on XX/XX/XXXX, and have yet to <em>either</em> release my funds and let me use them, or have yet to send them back to the sender/sba."]},"sort":[16.097736,"3930681"]},{"_index":"complaint-public-v1","_id":"11496731","_score":15.980192,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have had an investment account and a cash savings account with Betterment for several years. I deposit money into each account every month. In XXXX of XXXX I deposited {$20000.00} in my Betterment cash account over three different deposits over a number of days. So I had over {$23000.00} total between both accounts most in the cash account. On XX/XX/XXXX I tried to withdraw {$2000.00} from my cash account. The next day I got a reply saying they needed proof the account was mine. I sent the information they asked for. An image of my drivers license and checking account statement. The next day they asked for bank statement from another checking account not the one I was transferring to but the account I had transferred the money from in XXXX. I immediately sent the information they requested. Both accounts have my name on them. I can not get a response from Betterment either from email or calling their customer service number. The customer service person was no help and made me upset. I feel like Betterment is stealing my money! Im XXXX XXXX XXXX on social security and I can not afford to lose any money to this multi XXXX dollar financial institution. I want to know why they wont give me my money. Can you please help me?","date_sent_to_company":"2025-01-14T19:52:33.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"64014","tags":"Older American","has_narrative":true,"complaint_id":"11496731","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Betterment LLC","date_received":"2025-01-14T01:11:45.000Z","state":"MO","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Im XXXX XXXX XXXX on social <em>security</em> and I can not afford to lose any <em>money</em> to this multi XXXX dollar financial institution. I want to know why they wont give me my <em>money</em>. Can you please <em>help</em> me?"]},"sort":[15.980192,"11496731"]},{"_index":"complaint-public-v1","_id":"3232129","_score":15.943708,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Both my mother 's and my Paypal funds were put on limitation on XX/XX/19 and we were given no reason why and were told that these funds ( our money ) would be held for 180 days/6 months. Twice, I have spoken on the phone to 2 different Paypal supervisors and got nowhere with either supervisor in getting my mother 's or my money released to us. I advised the supervisors that this is illegal to hold our money. There are laws against Paypal, Inc.doing this - Money Transmission Act, Section 184.1 states that funds can not be held for longer than 10 days. My mother is not only a widow for 15 years, but is also a XXXX senior citizen and living on Social Security, which is her only income. She and I need the money Paypal is holding to help pay our bills. Even though we would never deal with Paypal again - all we are requesting is that Paypal , Inc . release our money that they are holding for six months. I also filed a complaint with the XXXX XXXX XXXX about this. \nThank you for your anticipated assistance in resolving our problems.","date_sent_to_company":"2019-05-04T06:44:53.000Z","issue":"Confusing or missing disclosures","sub_product":"Mobile or digital wallet","zip_code":"08050","tags":null,"has_narrative":true,"complaint_id":"3232129","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2019-05-04T02:28:28.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["There are laws against Paypal, Inc.doing this - <em>Money</em> Transmission Act, Section 184.1 states that funds can not be held for longer than 10 days. My mother is not only a widow for 15 years, but is also a XXXX senior citizen and living on Social <em>Security</em>, which is her only income. She and I <em>need</em> the <em>money</em> Paypal is holding to <em>help</em> pay our bills. Even though we would never deal with Paypal again - all we are requesting is that Paypal , Inc . release our <em>money</em> that they are holding for six months."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"]},"sort":[15.943708,"3232129"]},{"_index":"complaint-public-v1","_id":"5742131","_score":15.804912,"_source":{"product":"Checking or savings account","complaint_what_happened":"Discover froze my bank accounts and is holding my money ( and many other customers ' money ), based on \" unusual activity '', and I can not connect with anyone at Discover to unfreeze my accounts ( it's been over 22 days as of this complaint ). \n\nI opened new bank accounts on XX/XX/XXXX, and deposited money ( over $ XXXX ) in them on XX/XX/XXXX. I was notified by Discover on XX/XX/XXXX ( via email and via a voicemail ) that my accounts had been frozen due to \" unusual activity '', and that I needed to call XXXX to speak with a bank security specialist. Note that I have absolutely no online access to my accounts, and Discover is forcing me to call them to unfreeze my accounts. No one who I have spoken with can tell me why my accounts are frozen. \n\nI called Discover back on XX/XX/XXXX and subsequently every day since to speak with one of their bank security team members. The hold times are usually 2-3+ hours. Half the time, their phone system provides a message about high call volume and then just disconnects. Furthermore, I was able to get through two times to the bank security team, only to be told that their hours are XXXX XXXX, and that they were not available to help me, and that I would need to call back during those hours ; Discover advertises 24/7 customer support. \n\nI've placed over 50 calls in the past 22 days. I have spoken to a number of Discover customer service professionals, but they can not unfreeze my account and tell me that I must speak with the bank security team. They will only transfer me and put me in the 2-3+ hour holding queue. Furthermore, they do not have a single human at this point who can tell me what my account balances are I've tried to get help via XXXX, XXXX and XXXX, but Discover either continues to post the same reply about calling the number listed above, or in some cases doesn't respond at all. See threads on XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2022-07-06T16:21:37.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80127","tags":null,"has_narrative":true,"complaint_id":"5742131","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2022-07-06T16:13:02.000Z","state":"CO","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Furthermore, I was able to get through two times to the bank <em>security</em> team, only to be told that their hours are XXXX XXXX, and that they were not available to <em>help</em> me, and that I would <em>need</em> to call back during those hours ; Discover advertises 24/7 customer support. \n\nI've placed over 50 calls in the past 22 days. I have spoken to a number of Discover customer service professionals, but they can not unfreeze my account and tell me that I must speak with the bank <em>security</em> team."]},"sort":[15.804912,"5742131"]},{"_index":"complaint-public-v1","_id":"3658800","_score":15.791513,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Us direct Express card My us direct Express card been lock out over 10 days I Been calling daily Monday thru Friday even sat website said there open 7 days a week 24 hrs a day XXXX daily no answering there phones daily can not talk to customers services about this long loud music daily no response period I went to XXXX XXXX  to withdrawal funds my receipt said no funds available been checking online been lock out no customers services at all I can't even get my meds I need daily because of my health issues this is fair deal for anybody on social security or any benefits thru them having our money card lock up not fair either it's our XXXX money card shouldn't never been lock out I'm on XXXX monthly Please help me and let 's get my usdirect exspress card working asap","date_sent_to_company":"2020-05-19T16:08:01.000Z","issue":"Trouble using the card","sub_product":"Government benefit card","zip_code":"33714","tags":null,"has_narrative":true,"complaint_id":"3658800","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2020-05-19T15:46:37.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem with direct deposit"},"highlight":{"complaint_what_happened":["issues this is fair deal for anybody on social <em>security</em> or any benefits thru them having our <em>money</em> card lock up not fair <em>either</em> it's our XXXX <em>money</em> card shouldn't never been lock out I'm on XXXX monthly Please <em>help</em> me and let 's get my usdirect exspress card working asap"]},"sort":[15.791513,"3658800"]},{"_index":"complaint-public-v1","_id":"3273131","_score":15.642017,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX I went to draw out 700.00 to pay my son 's rent. I am his Rep Payee for Social Security. I received an atm receipt which said it was unable to give me money. I am attaching a copy. I called the 800 number and went to XXXX XXXX the next day. They said to contact Direct Express. Each time I call Direct Express I am either on hold for over an hour and then the phone hangs up, or I get a recording saying they are experiencing extremely high call volume and the phone hangs up. I got to person one time and explained the problem, AND THEY HUNG UP! I called Social Security and got no answers. I went to the SS office and they gave me a number for fraud prevention for Commercia  Bank who issues the card. I called and after holding nearly an hour, I spoke to someone who merely transferred me to Direct Express! Of course, I got the recording and then the phone hung up. I ne ver got the money and it is not in his account. I need help to get this back. I am retired and on  limited income, I did not pay my bills to cover this rent for my XXXX son. I do not think it should be this hard to reach a company that handles government benefits.","date_sent_to_company":"2019-06-12T21:35:19.000Z","issue":"Trouble using the card","sub_product":"Government benefit card","zip_code":"89122","tags":"Older American","has_narrative":true,"complaint_id":"3273131","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Comerica","date_received":"2019-06-12T21:17:18.000Z","state":"NV","company_public_response":null,"sub_issue":"Problem using the card to withdraw money from an ATM"},"highlight":{"complaint_what_happened":["I called Social <em>Security</em> and got no answers. I went to the SS office and they gave me a number for fraud prevention for Commercia  Bank who issues the card. I called and after holding nearly an hour, I spoke to someone who merely transferred me to Direct Express! Of course, I got the recording and then the phone hung up. I ne ver got the <em>money</em> and it is not in his account. I <em>need</em> <em>help</em> to get this back."],"sub_issue":["Problem using the card to withdraw <em>money</em> from an ATM"]},"sort":[15.642017,"3273131"]},{"_index":"complaint-public-v1","_id":"3545770","_score":15.624084,"_source":{"product":"Checking or savings account","complaint_what_happened":"My complaint is against Suntrust bank and their treatment of XXXX people. \nI submitted a pay for my internet bill and was short {$44.00}. They immediately began charging me overdraft fees. At this writing if have been charged almost {$200.00} in overdraft fees. I do not have that kind of money. I will be receiving Social Security benefits in 9 months until that time I have no income. I went through my savings because it took Social Security almost 5 years to approve my case. In the several times I called Suntrust Ive had to ask to speak with someone in the USA because I cant understand the XXXX  language. They have passed erroneous information back and forth because of the language barrier. They expect me to know and understand how their system works and if you ( I ) cant figure it out they treat you in a demeaning and disrespectful way. I need help because Im XXXX and cant fight a bank and people who are not XXXX cant fight them either. \nXX/XX/2020","date_sent_to_company":"2020-03-02T13:10:12.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"20003","tags":null,"has_narrative":true,"complaint_id":"3545770","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2020-02-26T12:22:47.000Z","state":"DC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["I <em>need</em> <em>help</em> because Im XXXX and cant fight a bank and people who are not XXXX cant fight them <em>either</em>. \nXX/XX/2020"]},"sort":[15.624084,"3545770"]},{"_index":"complaint-public-v1","_id":"2646869","_score":15.614075,"_source":{"product":"Debt collection","complaint_what_happened":"I lived in the XXXX at XXXX XXXX XXXX back in 2014. There were some issues at this property and I had requested to move before the lease ended. I was advised to pay the lease breaking fee of {$1800.00} and will forfeit my security deposit. I had provided 2 money orders totaling that amount and once I had a walk thru with the property manager and they determined that I have a {$0.00} balance. I have Section 8 and you are not able to move from a property unless you have a {$0.00} balance. As you may know, I still have Section 8. A few years from when I moved from there, I saw on my credit report a balance of {$340.00} and later it increased to {$440.00}. I called the complained on BBB and the management property stated that I owed that money for repairs that were needed. There were no repairs needed when I moved out, which was the purpose of having a move out inspection. I checked in the state of Illinois and the state of Colorado and saw that the collection company IQ Data International IN does not have a license to collect in either state. Please help me to resolve this matter and remove from all credit bureaus.","date_sent_to_company":"2017-08-21T16:10:45.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"604XX","tags":null,"has_narrative":true,"complaint_id":"2646869","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"I.Q. DATA INTERNATIONAL, INC.","date_received":"2017-08-19T05:03:30.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["I called the complained on BBB and the management property stated that I owed that <em>money</em> for repairs that were <em>needed</em>. There were no repairs <em>needed</em> when I moved out, which was the purpose of having a move out inspection. I checked in the state of Illinois and the state of Colorado and saw that the collection company IQ Data International IN does not have a license to collect in <em>either</em> state. Please <em>help</em> me to resolve this matter and remove from all credit bureaus."]},"sort":[15.614075,"2646869"]},{"_index":"complaint-public-v1","_id":"1363139","_score":15.521559,"_source":{"product":"Mortgage","complaint_what_happened":"Ocwen mortgage tried to complete a modification with me for over 1 year. I was told not to make payments, or to make lowered payments for that timeframe. I completed paperwork over and over again, only to have the dates pushed back or them state paperwork was not complete, or still in review. Then, once the modification was completed, my mortgage was sold to XXXX and I started the loan with them \" 2 months behind '' which I was not. I can not get either company to resolve the 2 months behind issue and my credit score has dropped to the lowest level. I can not check my account online with XXXX because they wo n't give me the security code to access my own account. I have fought this for 7 months with no resolutions. I paid a XXXX payment last month and still show 2 months behind. Escgrow account has gone negative and with no notice, they took money from my insurance company for my auto insurance. I can receive no help on the phone from either company and need resolution of the initial modification with Ocwen and the subsequent issues with XXXX.","date_sent_to_company":"2015-05-06T16:53:52.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"836XX","tags":null,"has_narrative":true,"complaint_id":"1363139","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2015-05-06T16:53:52.000Z","state":"ID","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I can receive no <em>help</em> on the phone from <em>either</em> company and <em>need</em> resolution of the initial modification with Ocwen and the subsequent issues with XXXX."]},"sort":[15.521559,"1363139"]},{"_index":"complaint-public-v1","_id":"6452077","_score":15.456675,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022 Two wires were made from my account that I did not authorized neither signor on the account my wife. I notice pretty fast of the issue and called the bank to tell them I believe my account was either hacked or someone is trying to do fraud so I told them to stop the wires right away. The bank mention because I called in a timely manner the chances of me recovering my funds totaling {$23000.00} were good. \n\nThe day after I notice my money was gone! So I called the bank again asking why they allowed the wires when I specifically called them to tell them That it was not me that it was a hacker or a thief. They order me to cloae the account and open a new one and ask me to give them 10 days for an investigation. \n\nThe 10 days passed and they decline my claim and do not want to refund my money. I challenge the desicion with a manager over the phone and was asked for another 3 days. The 3 days passed and still tje same response from bank they do not want to refund any of my money. \n\nI would like to add that I registered a physical keyfob as a 2 step verification for my account and somehow the hacker or thief was able to by pass this step which led me to believe that the bank is at fault here for poor security. I have been a client of the bank for XXXX years and still the bank wont help me. Need help!","date_sent_to_company":"2023-01-19T02:38:00.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"34772","tags":null,"has_narrative":true,"complaint_id":"6452077","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-01-19T02:25:02.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I would like to add that I registered a physical keyfob as a 2 step verification for my account and somehow the hacker or thief was able to by pass this step which led me to believe that the bank is at fault here for poor <em>security</em>. I have been a client of the bank for XXXX years and still the bank wont <em>help</em> me. <em>Need</em> <em>help</em>!"]},"sort":[15.456675,"6452077"]},{"_index":"complaint-public-v1","_id":"7787269","_score":15.314788,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2023 I made a mobile deposit to my checking account.Citibank said they would hold the check a week or so until the check cleared.On XX/XX/XXXX the deposit cleared. The funds were not made available to me and access to my account was blocked and account frozen.I called citibank and they said they need to verify my identity via a letter through usps. The letter was to contain a reference # for verification.The letter never came.I have called and called. They have sent numerous other letters including two new debit cards, however, the letter with the code has not came. They say they sent a second letter but it naver came either.Today is XX/XX/2023, and I still do not have access to my paycheck and Citibank has no solution.They say without this letter, they can do nothing. They have stolen my money and I have no way of getting it back. Citibank says the reason for all this is because I opened an account online.When I opened the account I provided all the necessary information required by citibank including my social security number. Citibank failed to mention that there would be further verification before I could use the account.After all, they had no problem taking my deposit, didnt need verification to take my money.Please help me with a solution. Thanks for your time.","date_sent_to_company":"2023-11-01T15:11:37.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"316XX","tags":null,"has_narrative":true,"complaint_id":"7787269","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-11-01T14:49:14.000Z","state":"GA","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":["Citibank failed to mention that there would be further verification before I could use the account.After all, they had no problem taking my deposit, didnt <em>need</em> verification to take my <em>money</em>.Please <em>help</em> me with a solution. Thanks for your time."]},"sort":[15.314788,"7787269"]},{"_index":"complaint-public-v1","_id":"1778102","_score":15.272694,"_source":{"product":"Bank account or service","complaint_what_happened":"RIP OFF AND FRAUD COMPLAINT. \n\nMessage : Complaint # XXXX. Copy of my complaint to XXXX. and FTC. \nXXXX XXXX XXXX cancel the ACH services and Directed me to ENROLL for my Social Security Bennefit Payment with XXXX who latter asked me to Register with Direct Express Card Payment Processing Services . I did Enroll since XXXX XXXX, 2015. ATM card was issued for me on XXXX XXXX 2015. Up to date, I did not get the ATM Card. It was never mailed to me. But my Benefit payment was been Sat Upon, starting from XXXX 2015. Now they have my XXXX, XXXX, XXXX AND XXXX Payment without me being able to access my money for four Months. My Family is Starving and has no money for Food since. My Small Children are the Victims of this wicked act.I have Cancelled my Business with them, but access to my money with them remained a misery. i need my money to feed my little children and myself. Please Help me somebody. \n\nDesired Settlement : Refund My Benefit Money for 4 Months, Namely XXXX, XXXX, XXXX and XXXX is to be SENT to Me Either on a replacement CARD or By Check in my Name to be sent to my address at the XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX XXXX XXXX. XXXX XXXX. XXXX. XXXX XXXX for the 4 Months, to be sent to Me Please. \n\nI am contacting you to see if you can help me recover a 4 Month Payment recieved by this company. But refused to furnish the Payment to me since last year. All efforts to get this {$350.00} x XXXX = {$1000.00}. in Total proved abortive. The company is named : Direct Express Card. Phone # XXXX and XXXX. Cust.Support XXXX. Social Security Bennefit Payments For Me.. This company collected 4 months of my money without giving me the money up till date. Can you collect this money for me Please? I am corrently in XXXX. XXXX My Phone # XXXX XXXX and XXXX. This company address is XXXX XXXX, XXXX XXXX, XXXX XXXX Email : if it is working is XXXXXXXXXXXX Please let me know if you can assist or Direct me to Who can help with this information given to them. thanks. \nThis is done to many more People too. \nThis wicked practice has to STOP on SENIOR CITIZEN. Thanks.","date_sent_to_company":"2016-02-09T04:03:21.000Z","issue":"Using a debit or ATM card","sub_product":"Other bank product/service","zip_code":"60629","tags":"Older American","has_narrative":true,"complaint_id":"1778102","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2016-02-09T04:03:21.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Now they have my XXXX, XXXX, XXXX AND XXXX Payment without me being able to access my <em>money</em> for four Months. My Family is Starving and has no <em>money</em> for Food since. My Small Children are the Victims of this wicked act.I have Cancelled my Business with them, but access to my <em>money</em> with them remained a misery. i <em>need</em> my <em>money</em> to feed my little children and myself. Please <em>Help</em> me somebody."]},"sort":[15.272694,"1778102"]},{"_index":"complaint-public-v1","_id":"5210188","_score":15.245145,"_source":{"product":"Debt collection","complaint_what_happened":"I cancelled my service with XXXX after over 10 years, and they have the nerve to be billing me {$300.00} a bogus random number they've come up with. Now I see why people get Prepaid Cell Phone Service so these companies don't have access to their credit reports, and social security numbers. \n\nNow, they have so called outsourced the debt, and now another company, Convergent, is trying to bill me for the same debt again. The companies are really something. \n\nXXXX has shut down my access to the website, so I can't log in to see what my so-called charges are. I have returned all equipment to XXXX  through the XXXX store they requested and need some help getting these people to return my account to zero. I closed my account in good standing. \n\nI do not owe either of these companies any money.","date_sent_to_company":"2022-02-11T09:37:20.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"33169","tags":null,"has_narrative":true,"complaint_id":"5210188","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Convergent Resources, Inc.","date_received":"2022-02-11T03:48:28.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["I have returned all equipment to XXXX  through the XXXX store they requested and <em>need</em> some <em>help</em> getting these people to return my account to zero. I closed my account in good standing. \n\nI do not owe <em>either</em> of these companies any <em>money</em>."]},"sort":[15.245145,"5210188"]},{"_index":"complaint-public-v1","_id":"12215259","_score":15.229385,"_source":{"product":"Prepaid card","complaint_what_happened":"This is the case XXXX num for me with Direct Express. My name is XXXX XXXX I'm reaching out to you in hopes that I can get my issue resolved ASAP with Direct Express. Around XXXX or XXXX of 2024 I ordered a new debit card from Direct Express. Apon receiving the debit card from Direct Express I tried to activate it and for what ever reason now after 10 years that tell me they won't activate it unless not until but they said unless I verify my identity. They said email copy of id or birth certificate and Social security card. I then told them I don't have a id I'm a XXXXXXXX XXXX that does not have the means to move around but I do have my birth certificate and Social security card. So I emailed that in and I received a email about hour later saying they need more information. Saying please send copy of id front and back or birth certificate and Social security card. So I went through this for weeks and that's after each time I call I have to wait XXXX to XXXX minutes until finally someone answers just to say hold I'm transferring you to the fraud department and hangs up. So I gave up in hopes I could find someone to help me get to the XXXX in Indiana to get a id. Thanking maybe that would help. But like I said I'm XXXX and can't physically get around. So almost a year later I am now homeless lost all my belongings living on XXXX XXXX all because I'm in a wheel chair and can't get around or afford to pay someone to carry me to get a id and not sure that would help. So the poinXXXX is I emailed exactly what they needed then when that wasn't good enough they either hang up or pretend to transfer me then hang up all because they won't activate my card so I have no access to the money I earned while fighting a war for 19 year just so I can loose everything because they ( direct Express ) won't activate my card so I can access MY MONEY. This is not only rediculous but insulting. I'm hoping y'all will be different and actually help me Because no were does it say front and back of birth certificate and Social security card ( which I've never heard of that with these documents )","date_sent_to_company":"2025-02-25T07:51:31.000Z","issue":"Problem getting a card or closing an account","sub_product":"Government benefit card","zip_code":"46201","tags":"Servicemember","has_narrative":true,"complaint_id":"12215259","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2025-02-25T07:34:02.000Z","state":"IN","company_public_response":null,"sub_issue":"Trouble getting, activating, or registering a card"},"highlight":{"complaint_what_happened":["So the poinXXXX is I emailed exactly what they <em>needed</em> then when that wasn't good enough they <em>either</em> hang up or pretend to transfer me then hang up all because they won't activate my card so I have no access to the <em>money</em> I earned while fighting a war for 19 year just so I can loose everything because they ( direct Express ) won't activate my card so I can access MY <em>MONEY</em>. This is not only rediculous but insulting."]},"sort":[15.229385,"12215259"]},{"_index":"complaint-public-v1","_id":"5788295","_score":14.978637,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Through my bank, XXXX, and via XXXX, I sent XXXX, to my brother for medical reasons. I sent XXXX for three months straight, to help him. He just had his XXXX XXXX and lives alone. \n\nIt was totally my error! \nI sent the money to a man in Florida because his phone number was one digit off from my brother 's. \n\nI understand XXXX can not refund my money because I made the mistake. \n\nHowever, when I contacted the gentleman in Florida who's phone number is similar to my brother 's, he returned my money to his Wells Fargo Bank. Wells Fargo told this gentleman, that it would be returned to me. They gave him a case number and two reference numbers. They did not give him a reference number for the third and final return of the XXXX. \nWhen he returned the final XXXX, they said this was a fraud case and made him change his account number. \nThis statement of fraud confuses me, because nobody is taking money from this gentleman. \n\nAfter I first spoke to the recipient of my money, I made a report with my XXXX bank. This report should still be on file. \n\nNext, I went to Wells Fargo with the case number and reference numbers, to see if they could tell me where my money is. I asked them, when will I receive my money? \n\nWells Fargo said, they can't look up the case number, because my identity can't be proven. \nI offered to give them my bank information, my social security number, driver 's license, and/or my birth certificate. They said sorry, we can't help you. \n\nI went back to my XXXX bank to see if they could assist me. \nThey said they can't retrieve my case and reference numbers from Wells Fargo, either. \n\nBottom line is, Wells Fargo has my XXXX and I need it back, desperately. Wells Fargo refuses to look up my case number, and find out where my money is. \nI don't know where to turn for help. I'm not going to allow a bank to keep my money. Please help me! \nSincerely,","date_sent_to_company":"2022-07-19T23:02:24.000Z","issue":"Money was not available when promised","sub_product":"Domestic (US) money transfer","zip_code":"77082","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"5788295","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-07-19T21:40:01.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I offered to give them my bank information, my social <em>security</em> number, driver 's license, and/or my birth certificate. They said sorry, we can't <em>help</em> you. \n\nI went back to my XXXX bank to see if they could assist me. \nThey said they can't retrieve my case and reference numbers from Wells Fargo, <em>either</em>. \n\nBottom line is, Wells Fargo has my XXXX and I <em>need</em> it back, desperately. Wells Fargo refuses to look up my case number, and find out where my <em>money</em> is. \nI don't know where to turn for <em>help</em>."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"],"issue":["<em>Money</em> was not available when promised"],"sub_product":["Domestic (US) <em>money</em> transfer"]},"sort":[14.978637,"5788295"]},{"_index":"complaint-public-v1","_id":"5611717","_score":14.953051,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022, I received a merchant refund via square bank/CashApp. I called CashApp and was told that Cashapp could not and would not release the funds to me in order to protect my new account. Problem is that the merchant refund went to a previous CashApp account of mine which was closed due to consistent fraud via CashApp. Although I attempted several times to resolve the issue via CashApp and on my own, fraudulent merchants continued to try and directly debit money from my account. As per CashApps request, I changed my CashApp debit card 3 times and changed my email address. To no avail, and it became apparent to me, that the issues did not lie within the debit card but with account and routing number for square bank, as the fake merchants continued to try and debit my account. So, to help myself, I canceled XXXX XXXXXXXX and opened a new account, XXXX XXXXXXXX Upon realizing that that my granddaughters school had refunded ( merchant refund ) a {$120.00} deposit to the old account ( $ XXXX ), I immediately called Square/CashApp to have them either transfer the refund to my new account or mail me a check. They refused to do either citing security reasons and will not give me any further information on how to proceed in getting my money back. Shortly before I close the first account, I received a letter from CashApp informing me of a rogue employee who stole information and that my account was not affected. Being that CashApp states explicitly that they will not give me any information on why the money will not and can not be forwarded to me as per security issues, even after I have given all of my information from the previous and new accounts, how do I get my money back with all the security issues that Cashapp says are preventing me from accessing my money? In addition, CashApp sent me an e-mail stating that unclaimed money is then forwarded as escheat. How could this happen when I am asking for my money? I have no idea as to what the real time security issues are and CashApp wont reveal what I need to do to resolve the issue. Square simply says they will not provide me with any detail. Once this issue is resolved, I will be closing my account and since I do have several real bank accounts, including XXXX XXXX, XXXX, and XXXX. I only used Cashapp as a convenience to send and receive money to and from my children and grands as CashApp has a feature to close the card at will. However, this feature does not affect or apply to direct debit from a merchant- which is the reason for closing XXXX XXXXXXXX. I will also direct my 5 children and 10 grands to close their accounts too because this is not good.","date_sent_to_company":"2022-05-30T02:23:52.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"33021","tags":"Servicemember","has_narrative":true,"complaint_id":"5611717","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2022-05-30T01:17:44.000Z","state":"FL","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["So, to <em>help</em> myself, I canceled XXXX XXXXXXXX and opened a new account, XXXX XXXXXXXX Upon realizing that that my granddaughters school had refunded ( merchant refund ) a {$120.00} deposit to the old account ( $ XXXX ), I immediately called Square/CashApp to have them <em>either</em> transfer the refund to my new account or mail me a check. They refused to do <em>either</em> citing <em>security</em> reasons and will not give me any further information on how to proceed in getting my <em>money</em> back."]},"sort":[14.953051,"5611717"]},{"_index":"complaint-public-v1","_id":"9764001","_score":14.935958,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had a freeze on my accounts becauseni was unable to lock my debit cards. Well I went in to open an account to get access to my funds but the branch manager never got me access to my money and all the calls I make with an employee calling the fraud department for me I get scammed left and right. So XXXX picks of the banknkf america in XXXX XXXX California have been very discrimination force closing KY account because I got frustrated when. I asked them about the missing money. So the branch manager is the fraud department and so are the workers at that same location because they pick up all the calls I make weather to banmmof america or the XXXX XXXX XXXX. This is not the first time a ban k has stolen from me but it's the first time they stole my social security money. Either way is it was money I worked for or a financial aid check I've studied and worked very hard for whats mine. And so the branch manager. I'm not sure her name XXXX. XXXX or XXXX the branch manager said to bring the police next time I want them to help me. So phone agent set me up an appointment at the XXXX  location and XXXX branch manager there was playing games. Saying she asked for my ID when she was asking for a bank card. So she decided she wasn't going to help me and called XXXX  police on me. Please I'm traumatized I don't want to step into another financial center because of tye way they treat me. So please please I need a real person to help me not just say b they are an executive and deny business for thee company. I am a XXXX  and I feel I've been treated very bad.","date_sent_to_company":"2024-08-13T09:29:16.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"907XX","tags":null,"has_narrative":true,"complaint_id":"9764001","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-08-13T09:07:13.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["This is not the first time a ban k has stolen from me but it's the first time they stole my social <em>security</em> <em>money</em>. <em>Either</em> way is it was <em>money</em> I worked for or a financial aid check I've studied and worked very hard for whats mine. And so the branch manager. I'm not sure her name XXXX. XXXX or XXXX the branch manager said to bring the police next time I want them to <em>help</em> me. So phone agent set me up an appointment at the XXXX  location and XXXX branch manager there was playing games."]},"sort":[14.935958,"9764001"]},{"_index":"complaint-public-v1","_id":"3327300","_score":14.876604,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I paid money to PayPal for a purchase from XXXX ... .I paid from my XXXX  on line account ... I did this on XX/XX/XXXX ... .PayPal sent me an email that I did not pay and that it was due ... .so I sent another payment to them on XX/XX/XXXX for the same amount ... both amounts were deducted from my account ... .I have requested the over payment to be sent back to me ... and I get the run around and lies and automated results that absolutely do not help ... I have talked to supervisors who promise to call me back ... but nothing happens ... for some reason one of the payments went to PayPal credit where I do NOT have an account and they do not help me either ... .I sent copies of the problem written down by me ... .copies of my bank statements ... copies of their emails telling me they have my two payments ... but I get no help getting my extra payment back ... I realise the amount which is {$41.00} May not he much to some people but we live on our social security and they have been horrible to deal with ... some how XXXX Back is involved with this issue too as they hold PayPal Credit services ... I need help ... .","date_sent_to_company":"2019-08-02T14:35:20.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"92019","tags":"Older American","has_narrative":true,"complaint_id":"3327300","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2019-08-02T14:09:32.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I realise the amount which is {$41.00} May not he much to some people but we live on our social <em>security</em> and they have been horrible to deal with ... some how XXXX Back is involved with this issue too as they hold PayPal Credit services ... I <em>need</em> <em>help</em> ... ."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"]},"sort":[14.876604,"3327300"]},{"_index":"complaint-public-v1","_id":"8508113","_score":14.836463,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX XXXX  I deposited a check via mobile deposit that turned out to be bogus. I did not know this ath the time of deposit, it was an email scam that I found out about later. I contacted Ally Bank and reported the circumstances and provided all information regarding the scam including various emails I had received. I was assigned a fraud case number XXXX. I am a VICTIM. At that time, my accounts were frozen. My ability to access my online accounts were stopped. It has been over a week and I still can't access my money. I have a XXXX XXXX  bill in my wallet. My debit card does not work. I am receiving alerts from ally informing me of low balances and I can't access my accounts. I am XXXX XXXX XXXX, I don't have credit cards and live on social security. I need food amd medicine and can't get either because I have no access to my money and afetr contacting Ally every day this past week I have gotten no where. Please help me.","date_sent_to_company":"2024-03-08T20:45:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33756","tags":"Older American","has_narrative":true,"complaint_id":"8508113","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2024-03-08T20:29:19.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["It has been over a week and I still can't access my <em>money</em>. I have a XXXX XXXX  bill in my wallet. My debit card does not work. I am receiving alerts from ally informing me of low balances and I can't access my accounts. I am XXXX XXXX XXXX, I don't have credit cards and live on social <em>security</em>. I <em>need</em> food amd medicine and can't get <em>either</em> because I have no access to my <em>money</em> and afetr contacting Ally every day this past week I have gotten no where. Please <em>help</em> me."]},"sort":[14.836463,"8508113"]},{"_index":"complaint-public-v1","_id":"7785538","_score":14.749529,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX a XXXX. I received a message from my bank saying that there was a problem with my account and to please call XXXX ( Netspend ). I did this, but when I was ran through the phone matrix and type in my account number, they said that a card with that number did not exist, and immediately tried to login to my online access. My password and code did not work. Ive tried to call these folks several times, and they always drop my calls. I've talked to countless people and they are railroading me. It's as if I do not have an account. My email, my social security number are not on file, and they have wiped my account clean. I'm not sure if someone hacked my account stole my money, and changed all the information, but the banks customer service is not helping resolve the situation. I really need someone's help, there is no way I'm the only one having this issue. It feels like a foreign criminal organization is up too something. Please help. This bank stole all my money XXXX. This specific transaction, was electronic transfer from my bank to another bank ( both banks are owned by the same company ). I do not have a specific time but on XX/XX/XXXX a transaction was made in the amount of XXXX to a account ending in XXXX ( this information was given to me from customer service ). This transfer was not me but was all my money. I keep calling customer service and they either hang up, or they just run me around. They keep saying they are sending me a link to change my password but it never shows up. I've verified all my information with their representatives but the email never shows. The automated call matrix doesn't recognize my account number or social security number, the customer service acts like they are verifying my information but it's like they are not really sending me an email. Something is not right, I'm confused as to what to do.","date_sent_to_company":"2023-11-02T00:16:52.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"47240","tags":null,"has_narrative":true,"complaint_id":"7785538","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2023-11-01T22:56:33.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["My email, my social <em>security</em> number are not on file, and they have wiped my account clean. I'm not sure if someone hacked my account stole my <em>money</em>, and changed all the information, but the banks customer service is not helping resolve the situation. I really <em>need</em> someone's <em>help</em>, there is no way I'm the only one having this issue. It feels like a foreign criminal organization is up too something. Please <em>help</em>. This bank stole all my <em>money</em> XXXX."]},"sort":[14.749529,"7785538"]},{"_index":"complaint-public-v1","_id":"3662533","_score":14.679756,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"There is a bill that has been sent to me since XXXX for a Mastercard that I don't have.I called and tried to explain to the representative but all she wanted was my account number and I told her all the acct # that I had was on the bill they sent me and it was not mine so I was not giving it to her. I kept telling her that I don't have one and that if i did have the card wouldn't I have to activate it first in order to purchase something. She said yes but she still needed it to verify my account before she could help me. Then she wanted my phone number so I gave it to her and then she wanted my Social Security number which I told her NO that I may be old but not stupid. I'm XXXX years old and I have a credit card and a Sears card and I'm on Social Security but she didn't want to hear that either so I hung up the phone.On XX/XX/2020 I received a letter from Citi Cards stating that they would not call me about my past due account. Here it is now XXXX and I just got another bill for {$190.00} for past due account.I am so tried of these people saying I owe them money when I don't have their card. Please help me cause I have tried to deal with them in writing and calling but nothing seems to help. I feel like they have targeted me because I'm a senior citizen. You are my last hope. Thank You","date_sent_to_company":"2020-05-27T19:53:08.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"27407","tags":"Older American","has_narrative":true,"complaint_id":"3662533","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-05-21T17:23:42.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["She said yes but she still <em>needed</em> it to verify my account before she could <em>help</em> me. Then she wanted my phone number so I gave it to her and then she wanted my Social <em>Security</em> number which I told her NO that I may be old but not stupid. I'm XXXX years old and I have a credit card and a Sears card and I'm on Social <em>Security</em> but she didn't want to hear that <em>either</em> so I hung up the phone.On XX/XX/2020 I received a letter from Citi Cards stating that they would not call me about my past due account."]},"sort":[14.679756,"3662533"]},{"_index":"complaint-public-v1","_id":"2799678","_score":14.634822,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have my employment wages and income tax deposited onto the card. On XX/XX/18 I paid some bills and I also bought a few clothes for my children. XXXX  froze my card and said I needed to contact account services. I called the only number they have. The automated service picks up, talks about online services and then asks to verify identity. It starts off by asking for the last 4 digits of my social security number, when I opened the card I never gave them my social security number, not once. So I put it in anyways. 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