{"took":331,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":208,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7405967","_score":16.889736,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My name is XXXX XXXX, my phone number is ( XXXX ) XXXX. My original claim number is XXXX. My bank account number is XXXX. This will be a bit lengthy. \nI have been a Wells Fargo member for over 10 years, Ive never committed fraud and Ive never had an overwhelming amount of fraud activity on my card this year. Ive sent all of this evidence to Wells Fargo XXXX email. \nThis is all because I was trying to clear up unusual activity on my phone, my digital card kept getting added to strangers XXXX  and I spoke on the phone with a Wells Fargo associate, and accidentally verified a fraud charge while on a recorded calls with my bank. And immediately tried to deny the charge after I realized what I did. I was side tracked and stressed and didnt look careful. Ive lost this money due to my mistake, but I believe the evidence Ive provided proves that these transactions were not made by me. \nThis is has been absolutely devastating to my financial situation as Im low income and survive paycheck to paycheck. My sisters wedding is coming up and Ive had to borrow money. This has been a two month long ordeal, and finally in the end I was told there was nothing the bank could do to help me. \nI would pursue legal action but can not afford a lawyer. There have been security breaches to my Wells Fargo account multiple times in XXXX. Ive had miscellaneous fraud charges, that have caused me to have to order a new card. The more unusual activity started consistently at the beginning of XXXX, as show in the first email below. These transactions on XX/XX/XXXX were not authorized by me, nor were these below transactions in image two authorized on XX/XX/XXXX. \nThere have been security breaches to my Wells Fargo account multiple times in XXXX. Ive had miscellaneous fraud charges, that have caused me to order a new card. The more unusual activity started consistently at the beginning of XXXX, as show in the first email below. These transactions on XX/XX/XXXX were not authorized by me, nor were these below transactions in image two authorized on XX/XX/XXXX. \n\nThat is where the activity began. My concern was raised even higher on XX/XX/XXXX, as I started receiving emails that my Wells Fargo digital card was added to an unknown device. The supporting images below provide evidence of my card being added to two different devices. My device name is XXXX XXXX, and my phone number ends in XXXX. As this document on XX/XX/XXXX shows, Wells Fargo security authorized a new device adding my card to their account. This phone number below ending in XXXX, is not mine or any one else I knows phone number. I asked Wells Fargo explain to me how my card is being verified by Wells Fargo to be added onto another strangers XXXX, and for that they had no answer for me. I was told that their security isnt perfect and that theres been recent issues and complaints. \n\nAfter speaking with an associate on the phone again, of this incident, I was guaranteed that when I ordered a new card, that they wouldnt automatically add the digital card to my wallet. However after getting off the phone, the new digital card ( which wasnt even sent to me yet ) was somehow added to another strangers XXXX as shown in the image below, it was added to XXXX XXXX. I didnt verify these actions and the lack of security has been concerning for me. In that instance, my bank account was drained in increments of {$40.00} until I had nothing left. {$930.00} was taken from my account. \n\nA claim was then opened on my Wells Fargo account, if needed for any reference, the claim number is XXXX. I later got a notice in the mail 10 days later, that my transactions were authorized. I was flustered on the phone with Wells Fargo, when they sent me a text to verify a transaction. While on the phone I pressed Y to verify what turned out to be a fraud charge, instead of no as I was sidetracked. This is on record as I told the associate right as I accidentally verified the charge while we spoke on the phone together on XX/XX/XXXX. However this information has been ignored as shown in my letter which didnt grant me my money back. Its on record the incident of me in real time, accidentally verifying the transaction. Its its on record multiple times after, of me reiterating that to Wells Fargo associates.\n\nEven outside of me accidentally verifying a fraud transaction, which was clarified over the phone in the same instance, to not be verified by me ; there is a serious security issue. Somehow Wells Fargo lack of security and authorization is allowing my card to be randomly added to anyones XXXX. \n\n\nLastly, I called Wells Fargo again on XX/XX/XXXX, to issue a complaint and to reopen this case. Its been almost 10 business days and I havent heard back. Im worried Ill lose the {$930.00} that was taken from me. Ive been a loyal customer for nearly 13 years with absolutely no history of fraud. Its been almost a month and I have seen no results or money. This isnt a breach with my XXXX or XXXX account, as theyve tried to tell me. Ive already gone to XXXX and have done a data scan, the only person with access to my XXXX  wallet is my phone number and email. All I want is to get my money back, and to sever ties with Wells Fargo. I was told on the phone that theyve been having security breaches which doesnt make me confident that my money will be protected. \n\nThese are what the charges looked like. My account started at {$930.00}, until I was left with {$3.00}. XXXX XXXX is connected to your personal banking account. \nLet me know if theres any other information you may need. Thank you for your patience with how lengthy this was. I wanted to cover all bases.","date_sent_to_company":"2023-08-15T20:12:25.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"90036","tags":null,"has_narrative":true,"complaint_id":"7405967","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-15T19:57:22.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have been a Wells Fargo member for over 10 years, Ive never committed <em>fraud</em> and Ive never had an overwhelming amount of <em>fraud</em> <em>activity</em> on my card this year. Ive sent all of this evidence to Wells Fargo XXXX email. \nThis is all because I was trying to clear up unusual <em>activity</em> on my phone, my digital card kept getting added to strangers XXXX  and I spoke on the phone with a Wells Fargo associate, and accidentally verified a <em>fraud</em> <em>charge</em> while on a recorded calls with my bank."],"issue":["<em>Fraud</em> or scam"]},"sort":[16.889736,"7405967"]},{"_index":"complaint-public-v1","_id":"10080913","_score":16.671837,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> I received a fraud alert email from Truist. \nXXXX XXXX XXXX XXXX XXXX Client Name : XXXX Account number ending in : XXXX Upon contacting Truist Fraud, they advised me of three different charges from a vendor named XXXX XXXX I called Truist on the same day at XXXX. I explained that I did not make or authorize any charges with this vendor. The email is shown below. \n\nHello XXXX, The security of your account is important to us, so we continuously monitor for possible fraudulent activity. We noticed suspicious activity on your card. We need you to verify that you or someone authorized to use your account attempted the following transaction on your card ending in XXXX. \n\nDate : XX/XX/year> Transaction amount : {$350.00} Merchant Name : XXXX XXXX  Merchant Address : XXXX XXXX XXXX temporarily blocked : No Case ID : XXXX They said they would investigate and get back to me. I heard nothing. There were three charges of varying amounts. When I checked my online account again on Friday, XX/XX/year>, I now see a new charge on my account in the amount of {$560.00} that was posted on my account on Tuesday, XX/XX/XXXX. I was never asked about this charge during my initial conversation with the fraud department nor contacted about this charge from the same vendor. I filed a dispute which has been subsequently denied twice. The only explanation I have been given is that the charge was made with my debit card which I admitted was in my mobile wallet, but that my phone has not been out of my possession. When I inquired why they did not flag this transaction, they said this was the first transaction made with this vendor and since it was made from my mobile wallet and it was in my possession I must have made the charge. When I inquired why this charge never showed in my account until XX/XX/XXXX, they said they had no way of confirming it. Now, for me if the fraud department flagged the \" subsequent '' charges as possible fraud, would it not question the validity of the \" initial '' charge. \n\nI have complained several times to the Fraud department. I was told the fraud analyst and when an unknown person called and left the message to return their call, I was told I could not speak to the analyst. I asked for the checking account to be closed. I now have a pending situation regarding to the overdraft protection line of credit attached to my checking account in the {$440.00} that I refuse to pay. Why would you pay a charge when I did not have sufficient funds to cover the charge without question.","date_sent_to_company":"2024-09-10T18:05:18.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"21075","tags":"Older American","has_narrative":true,"complaint_id":"10080913","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2024-09-10T17:27:01.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Hello XXXX, The <em>security</em> of your account is important to us, so we continuously monitor for possible fraudulent <em>activity</em>. We noticed suspicious <em>activity</em> on your card. We need you to verify that you or someone authorized to use your account attempted the following transaction on your card ending in XXXX."]},"sort":[16.671837,"10080913"]},{"_index":"complaint-public-v1","_id":"21016058","_score":16.082916,"_source":{"product":"Credit card","complaint_what_happened":"I am reporting serious security failures and mishandling of fraud on my Fidelity Rewards Visa account serviced by Elan Financial Services. \nI was alerted that a replacement credit card had been activated, even though I did not request a replacement card. Shortly after, multiple fraudulent charges totaling approximately {$16000.00} were attempted in XXXX, California. \nI immediately contacted Elan Financial Services and reported the fraud. While I was on the phone with their representative, a fraudster was also able to call in, impersonate me, and interact with the company regarding my account. \nThe following day, I received an alert that my address had been changed to XXXX, XXXX the fact that I had already reported fraud and account compromise. This indicates a severe failure in identity verification and account protection procedures. \nI explicitly requested that additional authentication measures ( such as multi-factor authentication for phone interactions ) be added to my account. However, subsequent testing has shown that Elan Financial Services is not consistently enforcing these protections. \nI have had this account for years, maintain a {$25000.00} credit line, and use it regularly. I would prefer to keep the account, but I have lost confidence in the companys ability to secure my account and protect my identity. \nRequested resolution : Immediate implementation and enforcement of strong multi-factor authentication on my account Written explanation of how unauthorized parties were able to access and modify my account after fraud was reported Confirmation that my account is fully secured and that no further unauthorized changes can occur Assurance that I will not be held liable for any fraudulent activity Review and correction of any internal failures that allowed this breach This situation represents a serious security risk and failure to protect customer information.","date_sent_to_company":"2026-04-07T17:00:27.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"94531","tags":null,"has_narrative":true,"complaint_id":"21016058","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-04-07T16:51:51.000Z","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"},"highlight":{"complaint_what_happened":["I am reporting serious <em>security</em> failures and mishandling of <em>fraud</em> on my Fidelity Rewards Visa account serviced by Elan Financial Services. \nI was alerted that a replacement credit card had been activated, even though I did not request a replacement card. Shortly after, multiple fraudulent <em>charges</em> totaling approximately {$16000.00} were attempted in XXXX, California. \nI immediately contacted Elan Financial Services and reported the <em>fraud</em>."],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[16.082916,"21016058"]},{"_index":"complaint-public-v1","_id":"4269442","_score":15.911764,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Capital One Spark Business solicited a business credit card in XX/XX/2020. They offered {$1000.00} cash bonus if {$10000.00} is spent in the first three months, {$0.00} fraud liability and unlimited 2 percent cash back on every purchase. They provided a reservation # and an access code to apply online. I applied online and my application was approved with a credit limit of {$5000.00}. I started using the card. \nThrough XX/XX/2020, I charged {$2700.00}. It was paid in full on XX/XX/2020. \nThrough the next billing cycle, charges were {$4400.00} which were also paid in full in a timely manner. The balance was {$0.00}. \nOn XX/XX/2020, I ordered face shields for {$46.00} ( shown on statement : XXXX, no other information such as order number or contact number was provided ), on XX/XX/2020, vacuum cleaners for {$180.00} ( shown on statement : XXXX, no other information such as order number or contact number was provided ), on XX/XX/2020 trimmer for {$21.00} ( Shown on statement : XXXX, no other information such as order number or contact number was provided ) and on XX/XX/2020 cell phone cases for {$43.00} ( shown on statement : XXXX, no other information such as order number or contact number was provided ). \nAs we never received the merchandize, we contacted Capital One to obtain vendor contact information, however we were never provided with the information. As such, we could not contact the vendors. Then, we contacted Capital One to place the four items in dispute. At that time, as a standard practice, they asked me for the last four digits of my Social Security number. When I gave the number, they said it did not match with the number on their files. They asked me to provide a copy of the social security card, copy of the driver license and a copy of the utility bill to prove that it was me. \nAll the documents were submitted to Capital One by email. Capital One came back saying the social security number still did not match. They permanently restricted my account. They would not entertain any request those four fraudulent activities.\n\nIn the meantime, I returned one of the other items I purchased from XXXX  and the vendor credited that money, {$26.00} to Capital One card account. Capital One is also refusing to return the money. \nI charged close to {$7200.00} in just over a month and would have charged more than {$10000.00} to earn my cash bonus. \nCapital One did not let me use my account to earn that bonus ( {$1000.00} ), they did not take any action against the fraudulent activities ( {$290.00} ) and is not returning the credited amount ( {$26.00} ). \nWe contacted Capital One several times to obtain the merchant information. We were never given that information from Capital One, so we could not contact the vendors. \nCopies of the original offer and of credit card statements are attached for your use.","date_sent_to_company":"2021-04-03T22:38:36.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92606","tags":"Older American","has_narrative":true,"complaint_id":"4269442","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2021-04-03T21:27:56.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["Through the next billing cycle, <em>charges</em> were {$4400.00} which were also paid in full in a timely manner. The balance was {$0.00}."],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[15.911764,"4269442"]},{"_index":"complaint-public-v1","_id":"12115656","_score":15.594011,"_source":{"product":"Credit card","complaint_what_happened":"Thursday, XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXX, MA XXXX XXXX XXXX XXXX Citi Bank XXXX XXXX XXXX XXXX XXXX, SD XXXX RE : Fraudulent Charges XX/XX/XXXX Dear Sir or Madam : I have attempted to resolve the fraud that occurred on XX/XX/XXXX by phone and mail with no success. The charges in question were XXXX {$360.00}, XXXX {$420.00} & XXXX {$200.00}. All of which I have paid for and have not gotten recompense /// I reported the fraud telephonically as soon as I discovered the fraudulent charges. A security credit-item under investigationwas issued by Citi on XX/XX/XXXX. The fraudulent purchase and credits are shown on the XXXX statement. \n\nSubsequent to your investigation which I have not been privy to Citi decided to revoke the XXXX XXXX XXXX XXXX {$420.00} as stated as XXXX XXXX posted XX/XX/XXXX as seen on my XXXX statement. \n\nAs seen on the dispute center states XXXX XXXX charge of {$200.00} was original found in my favor later reversed XXXX XXXX charge of {$350.00} needed more information which I provided XXXX XXXX charge of XXXX I was responsible for and no credit has been issued I am submitting for the second time your action required for XXXX XXXX  charge of {$360.00} and, in also I am commenting on the detail on the letter that a ticket was issued in the name of XXXX XXXX for XXXX XXXX XXXX XXXX XXXX to XXXX XXXX on XX/XX/XXXX XXXX A valid photographic drivers license or passport in that name has to be shown to pass through XXXX in order to board the plane. I dont know a XXXX XXXX and my wife and I havent been to XXXX XXXX decades. Perhaps some XXXX  XXXX  work could track down this criminal. \n\nMoving onto the XXXX charge of {$420.00} that Citi maintains is my responsibility. Your response stated Your dispute is resolved and no credit has been issued. I see no evidence of your investigation that shows that I made that purchase. This fraudulent charge is part of the criminal activity that charges my account on the same day for flights on XXXX and XXXX. I demand that this charge be reversed and my account be credited for the amount of {$420.00}. \n\nI believe that only a cursory investigation was conducted by Citi and continued investigation is indicated. You have his name and the flights that he took. Photographic evidence of identification used and video evidence from XXXX would lead to the criminal. \n\nI anxiously await your response. XXXX XXXX isnt coming to my family until I have been made whole by Citi. \n\nSincerely yours, XXXX XXXX XXXX XXXX XXXX.","date_sent_to_company":"2025-02-18T19:06:18.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"019XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"12115656","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-02-18T18:47:25.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Thursday, XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXX, MA XXXX XXXX XXXX XXXX Citi Bank XXXX XXXX XXXX XXXX XXXX, SD XXXX RE : Fraudulent <em>Charges</em> XX/XX/XXXX Dear Sir or Madam : I have attempted to resolve the <em>fraud</em> that occurred on XX/XX/XXXX by phone and mail with no success. The <em>charges</em> in question were XXXX {$360.00}, XXXX {$420.00} & XXXX {$200.00}. All of which I have paid for and have not gotten recompense /// I reported the <em>fraud</em> telephonically as soon as I discovered the fraudulent <em>charges</em>."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[15.594011,"12115656"]},{"_index":"complaint-public-v1","_id":"2803114","_score":15.369467,"_source":{"product":"Checking or savings account","complaint_what_happened":"Account was closed due to fraud activity per bank of america, Check was deposit into account & funds was never withdrawn from the account and when check was returned, account was closed. Was made aware the account was overdrawn in the amount of {$64.00} on XX/XX/XXXX 30 days before account was reported to XXXX in the amount of {$1400.00}, Contacted bank on XX/XX/XXXX to dispute account was dispute was denied. Contacted XXXX on XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX to file a dispute and dispute was denied. Please see email below received by BOA Bank of America Activity Alert PERSONAL CHECKING/SAVINGS ACCOUNT ending in XXXX Your account is overdrawn XXXX XXXX, We're letting you know your account is overdrawn and has insufficient funds. \nHere are the details of the activity : Insufficient funds amount : {$64.00} Fee assessed : {$0.00} Transaction paid : Yes Date : XX/XX/XXXX To prevent any additional fees and missed payments : 1. If you haven't done so already, deposit or transfer funds to bring your balance positive within 5 business days from the date shown above. Otherwise you'll receive an Extended Overdrawn Balance Charge. This charge would be in addition to any overdraft item fees already applied.\n\n2. To keep scheduled online bill payments from being canceled due to insufficient funds, sign in to Online Banking Bill Pay to re-establish any recurring bill payments that weren't processed.\n\nYou can sign in to Online or Mobile Banking to review this activity, or contact us for help.\n\nSecurity Icon Security Checkpoint To confirm the authenticity of messages from us, always look for this Security Checkpoint. You last signed in to Online Banking on XX/XX/XXXX.\n\nRemember : Always look for your SiteKey before entering your Passcode. We'll ask you for your Online ID and Passcode when you sign in. \nThis is a service email from Bank of America. Please note that you may receive service emails in accordance with your Bank of America service agreements, whether or not you elect to receive promotional email. \nRead our Privacy Notice. \nPlease don't reply directly to this automatically generated email message. \nBank of America Email, XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, NC XXXX Bank of America, N.A. Member FDIC. Equal Housing Lender XX/XX/XXXX XXXX XXXX XXXX XXXX. All rights reserved. \nThis email was sent to : XXXX XXXX","date_sent_to_company":"2018-02-04T09:42:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"76131","tags":null,"has_narrative":true,"complaint_id":"2803114","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-02-04T04:06:50.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["If you haven't done so already, deposit or transfer funds to bring your balance positive within 5 business days from the date <em>shown</em> above. Otherwise you'll receive an Extended Overdrawn Balance <em>Charge</em>. This <em>charge</em> would be in addition to any overdraft item fees already applied.\n\n2. To keep scheduled online bill payments from being canceled due to insufficient funds, sign in to Online Banking Bill Pay to re-establish any recurring bill payments that weren't processed."]},"sort":[15.369467,"2803114"]},{"_index":"complaint-public-v1","_id":"2737733","_score":15.283628,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have replaced my XXXX XXXX debit card three times this year. One time as a precautionary measure ( prompted by XXXX ), and two times after fraudulent activities on the account. The fraudulent activities are as follows shortly after replacing the debit card the first time after having suspicions of possible fraud : XXXX XXXX XXXX XXXX {$490.00} XXXX XXXX= {$2600.00} XXXX Consumer XXXXr= {$1500.00} XXXX XXXXXXXX= {$700.00} XXXX reversed all of the charges and I had to replace all unused checks, change my account #, change my online banking info, contact creditors with new bank info and put the account on high security alert. I also had to replace all of my credit cards and change all of my user name and passwords for online activity. I manually enter all user names and passwords now. \n\nI paid for XXXX to put my account on \" Initial Fraud Alert '' on XXXX/XXXX/XXXX which would be in effect for 90 days. This included XXXX ( XXXX  contacted them ) that had me on their \" Initial Security Alert ''. This did n't catch the 2 transactions dated XXXX shown above which were after the stated alerts. \n\nI then contacted Equifax to find out that my personal information was in fact compromised. This breach of information was in mid XXXX and the above fraudulent activity happened shortly thereafter. I do n't think this is a coincidence. \n\nTo top it off, I then had another fraudulent charge to my new XXXX debit card as follows : XXXX XXXX in XXXX XXXX= {$970.00} I had a travel alert in my email the day before about going to XXXX which I was n't doing so I contacted XXXX the day before the above transaction ( same day I received the email ) and they still could n't prevent it from happening. So, they had to issue another debit card and freeze my account. I was in the process of buying a car and was transferring funds from one account to another when this happened which prevented me from writing a check to pay for what is considered a person 's second largest purchase in their lifetime. So, after running from one branch of XXXX to another and investing even more time into getting things back to normal, I was able to have a new debit card made that day and also got my account off of \" freeze '' so I could pay the car dealer for the vehicle. \n\nI called XXXX to get my online banking secured even more and make some changes and have high alerts implemented again. They did admit to some security weaknesses???? Thankfully, I did n't have to go through the hassle of changing my checking account info again. \n\nWhen is enough, enough? I 'm now in constant fear of when the next fraudulent activity is going to appear. I 'm sending this email in hopes that it will be yet another step in securing my information ( it did n't do much good with XXXXXXXX XXXX, and Equifax ).","date_sent_to_company":"2017-11-25T19:44:09.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"17602","tags":null,"has_narrative":true,"complaint_id":"2737733","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-11-25T17:47:18.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["The fraudulent <em>activities</em> are as follows shortly after replacing the debit card the first time after having suspicions of possible <em>fraud</em> : XXXX XXXX XXXX XXXX {$490.00} XXXX XXXX= {$2600.00} XXXX Consumer XXXXr= {$1500.00} XXXX XXXXXXXX= {$700.00} XXXX reversed all of the <em>charges</em> and I had to replace all unused checks, change my account #, change my online banking info, contact creditors with new bank info and put the account on high <em>security</em> alert."]},"sort":[15.283628,"2737733"]},{"_index":"complaint-public-v1","_id":"3749060","_score":15.160363,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"There are multiple fraudulent charges from XXXX appears on my accounts. I never made any transaction with XXXX on this account. Citi had send me 3 replacement credit cards number with new numbers each time as shown in timeline below, but it does not resolve the problem. \n\nAll fraudulent transactions are shown as \" XXXX XXXX CA Digital Account Number XXXX '' - XX/XX/2020, I received a new card ending with XXXX and activated it due to Citi suspect of other fraud activity. \n- XX/XX/2020, Fraudulent charge from XXXX appear on my statement for {$8.00} - XX/XX/2020, Fraudulent charge from XXXX appear on my statement for {$9.00} - XX/XX/2020, I reported to Citi and Citi send me a new replacement card ending with XXXX - XX/XX/2020, Fraudulent charge from XXXX appear on my statement for {$8.00} - XX/XX/2020 - I activated my card ending with XXXX. \n- XX/XX/2020, Fraudulent charge from XXXX appear on my statement for {$8.00} - XX/XX/2020 - I called Citi again and got forward to Fraud department, the representative said that they blocked all XXXX transactions and should never happened again and send me a new card ending with XXXX ( Reference number : XXXX ) - XX/XX/2020, Fraudulent charge from XXXX appear on my statement for {$15.00} - XX/XX/2020, I called Fraud department and was told that they can not do anything and they will call me back tomorrow ( Reference number : XXXX ) - XX/XX/2020 : I called Citi again and was forward around for 2 hours back and forth between Fraud department and eService department. \n\nI have been routed to the following departments but was forward back and forth and seems like noone at Citi know how to deal with this issue. \n- Security Department : Just replace me with new card number. \n- Fraud Department : Believe that this is virtual card number and forward me to eService departments. \n- eService Department : Told me that this is \" Paypal digital account number '' and I need to talk to XXXX. However, XXXX also confirm that they don't know about any account number ending with \" XXXX ''. XXXX told me that they can only block the number if I know full credit card numbers. \n\n\nI have spent more than 10 hours of my time dealing with this issue and I expect the following action from Citi ASAP : - Provide me with full account number of XXXX account number ending with \" XXXX '', so that I can tell XXXX to block the number. \n- Prevent digital account number ending with \" XXXX '' from being able to charge to my credit card. \n- Remove all XXXX transactions from my account and prevent any XXXX transaction from happening again ever.","date_sent_to_company":"2020-07-16T20:48:38.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"940XX","tags":null,"has_narrative":true,"complaint_id":"3749060","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-07-16T20:20:02.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["There are multiple fraudulent <em>charges</em> from XXXX appears on my accounts. I never made any transaction with XXXX on this account. Citi had send me 3 replacement credit cards number with new numbers each time as <em>shown</em> in timeline below, but it does not resolve the problem. \n\nAll fraudulent transactions are <em>shown</em> as \" XXXX XXXX CA Digital Account Number XXXX '' - XX/XX/2020, I received a new card ending with XXXX and activated it due to Citi suspect of other <em>fraud</em> <em>activity</em>."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[15.160363,"3749060"]},{"_index":"complaint-public-v1","_id":"18939412","_score":15.041412,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding an unauthorized withdrawal of {$2000.00} from my checking account, which I believe occurred as a result of my account being compromised. \nOn or about XX/XX/year>, I discovered an unauthorized transaction in the amount of {$2000.00} posted to my checking account. I did not authorize, initiate, or benefit from this transaction in any way. At no point did I provide my debit card information, online banking credentials, PIN, or any other sensitive account details to any third party that would permit this withdrawal. \nPrior to this incident, my account was in good standing and had not shown any suspicious activity. Upon noticing the unauthorized charge, I immediately contacted Chime Banking to report the fraud and took steps to secure my account, including changing my login credentials and requesting further protections. Despite promptly reporting the issue, I have experienced difficulty obtaining a satisfactory resolution. \nThis unauthorized transaction caused a significant financial hardship, as {$2000.00} is a substantial portion of my available funds. The withdrawal occurred without my consent and appears consistent with fraudulent activity, indicating that my account security was compromised.\n\nUnder the Electronic Fund Transfer Act ( EFTA ) and Regulation E, consumers are protected against unauthorized electronic fund transfers when they are reported in a timely manner. I reported this transaction as soon as I became aware of it and fully cooperated with the financial institutions investigation. However, the funds have not been properly restored, or the dispute has been denied without sufficient explanation or evidence showing that the transaction was authorized by me.","date_sent_to_company":"2026-01-22T23:13:41.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"48210","tags":null,"has_narrative":true,"complaint_id":"18939412","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-01-22T23:01:09.000Z","state":"MI","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Prior to this incident, my account was in good standing and had not <em>shown</em> any suspicious <em>activity</em>. Upon noticing the unauthorized <em>charge</em>, I immediately contacted Chime Banking to report the <em>fraud</em> and took steps to secure my account, including changing my login credentials and requesting further protections. Despite promptly reporting the issue, I have experienced difficulty obtaining a satisfactory resolution."]},"sort":[15.041412,"18939412"]},{"_index":"complaint-public-v1","_id":"4512079","_score":14.731463,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Citibank will continue to get a complaint a day until they finally take this seriously. Every single other card company has all documents and can see what clearly happened. Myself and my family are the victims of Identity Theft and Fraud! Citibank has made several poor decisions and continues to do so by changing charges back and forth. Well I can clearly say this. Myself and my family were not involved in any of this fraudulent activity and we certainly didn't steal our own identities. Citibank continues to make very random and very irresponsible moves since their communication is less than bad between departments they have built within silo 's, having limited ability to see each others notes or collect the plethora of documentation we have sent in. If this is not resolved in the way that follows, we will be filing suit against Citibank, which will be the only one of our creditors involved. When the bulk of your team has poor systems and therefore poor access they make poor decisions. There are three Security Operations Managers and a Fraud Manager that made very good and sound decisions these people should be placed in higher leadership roles. My attorney will be sending a letter soon, and if this is not resolved in the manner that it should ( re-establishing our credit lines and repairing our credit quickly ) we will be taking action that we did not want to take. This is not a fun thing for a person like myself to do but Citibank need to be shown to the public how messed up they really are. Then maybe, they will start making changes to treat good customers, like my family since 2006, far better.","date_sent_to_company":"2021-07-02T22:21:20.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"77095","tags":null,"has_narrative":true,"complaint_id":"4512079","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-07-02T21:57:12.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Myself and my family are the victims of Identity Theft and <em>Fraud</em>! Citibank has made several poor decisions and continues to do so by changing <em>charges</em> back and forth. Well I can clearly say this. Myself and my family were not involved in any of this fraudulent <em>activity</em> and we certainly didn't steal our own identities."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[14.731463,"4512079"]},{"_index":"complaint-public-v1","_id":"16533750","_score":14.579951,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX Case # XXXX XXXX XXXX XXXX, Texas XXXX Identity Theft Report XX/XX/year> The following is my attempt to recall the events that pertain to the knowledge of the theft of my personal identity and the hacking of my Bank of America Accounts. \n\nOn or about XXXX XXXX  on XX/XX/year>. I was at my home to get something to drink before returning to repair work on a XXXX. I received a phone call from an individual who introduced himself as XXXX XXXX, senior fraud specialist at the Bank of America Fraud Department. He asked if he was speaking with a XXXX XXXX, that lives at XXXX XXXX, XXXX, Tx. I confirmed that he was. He stated that our phone conversation was being recorded. He stated that there were suspicious activities on my Bank of America personal credit card and wanted me to acknowledge that I was aware of these charges. He stated that a charge in the amount of {$1200.00} for a gift card at XXXX had been charged using my BoA card number. He asked if I had the card in my possession. I said yes, that it was in my wallet. Could I please get it out to confirm the credit card number that was being used. I took the card out of my wallet. He asked me to confirm the card number as he read my card number over the phone. I confirmed that he had read the correct number on my visa card from Bank of America. He asked if I had allowed or giving authorization to anyone else to use my card. I stated that I had not given or lent my card out to anyone. XXXX XXXX then asked if I had made this purchase using my card. I stated that I did not make nor had any knowledge of that transaction and that I dispute the charge. He then stated that there was another charge to a XXXX XXXX XXXX in the amount of {$1500.00}. I stated that I did not make that transaction, and that also was a fraudulent charge and had no knowledge of or made such a charge. He said that he was filing the report that those charges were unlawful and were not made by cardholder. A fraudulent claim was supposedly then made on my Bank of America credit card account to have those charges disputed. He then stated that the card was now canceled and BoA would be issuing a new card within a couple days. \n\nXXXX XXXX then said that it looked like my identity had been stolen. He wanted to discuss what he saw on my Bank of America checking account. He said that he was sending an authorization code to confirm his identity at the Bank of America Fraud Department and that he was working with the true account holder at the contact number show on the account. Within seconds I received a text message that read : This is XXXX XXXX with the BoA Fraud Department he then provided a contact number in case we were disconnected. XXXX XXXX then informed me that some one had used my security information and had the BoA change the Alert phone number and Alert e-mail address on file. After that he confirmed that the above were made by him, acting as the card holder and to authorize that purchases. XXXX XXXX then read off the new phone number and e-mail address and asked if they look familiar. I stated no, and asked how could someone just call in and request those changes. He replied that the person had all my personal data including my social security number. The agent then asked me to verify that the information he shows on my Bank of America accounts are accurate. He then read off my ssn #, home address, birth date, the security questions on the accounts, and the answers to the security questions. He then said that we already confirmed the credit card number and that it was in my possession, but he asked if I had my debit card? I said yes but I never use it. Please confirm that this is the correct debit card number shown on your card. He then read off the debit card number. I said yes that is the number on my card. \n\nWe then went into verifying the activity on the credit card. He would read off the vendors name and the amount shown. He read off ten of fifteen charges that I recognized then read several current charges that were pending. I stated that the last purchased I had made with the credit card was on XXXX XXXX, in the amount of {$86.00} to XXXX. He said that they will immediately put a stop payment on all the chargers that I disputed and make sure that my account was secure. \n\nHe then said that he had a financial officer from XXXX XXXX on a conference call and she need for me to answer a couple questions about the pending gift card purchase from XXXX with my credit card. Sure I said. The a woman joined us on the phone. She introduced herself, I did get her name, but that she was with the financial office at XXXX. I told her my name. She then asked if I had made the purchase of the gift card from XXXX. I stated no I did not make that purchase and had not knowledge of it. She then restated the same question. So you did not purchase this gift card for my granddaughter in XXXX XXXX? I replied that I do not have a granddaughter, and that I know no one, in XXXX XXXX. She thanked me and stated that she would have the gift card voided and funds returned to my account. She then left the phone conversation. \n\nWhen the conference call was terminated, I also lost the connection with XXXX XXXX. I called the phone number and someone else answered the phone. I asked for agent XXXX, he said that he was on the other line and asked for my name. I provided it and was asked to hold. A minute or so later I heard, this is Agent XXXX with the Bank of America Fraud Department, how can I help you. I restated my name. He asked if I could provide him with the fraud case number he had provided earlier. He provided me a fraud case number, his contact information, and another number earlier in our conversation. Of witch had been going on for a couple hours at this point. The number he had ask that I write down for my reference to this case were. # XXXX, I think he said was part of the identity theft investigation. Then the Fraud Case # he gave me was XXXX. Followed by his contact number XXXX. \n\nXXXX XXXX then informed me that he was monitoring my accounts and stated that there is current activity. He read off a couple charges and asked if I made them. I again stated that the last charge I made was on XX/XX/XXXX, XXXX XXXX. I asked how there could beany activity if the card had been closed and canceled. He said that they happened before and were just now posting. Then XXXX XXXX said that they were going to approve some of the charges so they could track the source. I said no I was not authorizing any charges on my accounts. He stated that they would not be on my accounts and that the fraud department had dummy accounts set up to do just this. He said trust that Bank of America is doing everything to protect my accounts. My accounts were closed and this would not be coming from my accounts. I stated that this was getting very XXXX  and I have a bad XXXX and this wasnt helping. He said he understood and that your accounts are safe. \n\nThe call ended shortly after that. I was told that they would be monitoring the accounts for any activity. That I should not log in to my account until tomorrow. That everything should be back in to my accounts by tomorrow evening. \n\nThe following day around XXXX XXXX  while I was in line at the Social Security Office in XXXX XXXX, Texas, I checked my accounts. I saw several fraudulent charges, and that my credit card was still active. I immediately called the Bank of America. \n\nThere I first spoke with a woman in the Credit Card Department. I went through the entire events of the previous day. The lady checked to see if there was a XXXX XXXX that worked for the Bank of America, in the Fraud Department. She stated that there was not. This was the first time I realize that I had been talking with someone poising as a bank employee. The woman read off all the current credit card charges. Then asked which ones I knew about and which ones were fraudulent. She said that she had filed a fraud case and listed all the fraudulent charges. She than transferred me to another lady in the Debit Department. \n\nThere I again repeated the events of the attack on my Bank of America accounts. She checked my debit account and stated that there had been a withdraw made with the debit cardin the amount of {$8100.00}. She asked if I made such a withdraw. I said definitely not, that I have never once used my Bank of America debit card. The only reason I had one was the bank required it for me to do on-line transfers from my accounts. She said that she had filed a fraud case on the charge of {$8100.00} from my account. She then transferred me to the Bank of America fraud Department. Hopefully the real one. \n\nI again went through to events and was told that they would file a fraud case and begin to investigate my accounts. \n\nOn Friday, XX/XX/year>, I again checked into my on-line account. Only to find more activity in both the credit and debit accounts. Nothing had been closed and saw no fraud cases had been filed. \n\nRepeated the process from the previous day. Was told that they didnt know why nothing had been done. Was then told by the women in the credit card department that my card was now canceled and that she was issuing me a new credit card. She also stated that she had filed a fraud case in the amount of {$17000.00}. I did not receive a conformation of this filing until I received and e-mail on XX/XX/year>. \n\nI then spoke with the Debit Department. Was again told that they would file a fraud case in the amount of {$8100.00}. Did not receive any case number or conformation e-mail. \nSaturday XX/XX/year>. Checked my on-line accounts. Saw that there were two new charges for my debit card. Spoke with XXXX in the Az. Branch Debit Department. She prepared another Debit Card fraud case for the two additional charges in the amount of {$35.00}. She provided me the case number, contact numbers, and checked status of the other Debit Fraud case. Told me that there was another case filed for the {$8100.00}. She gave me the case number and phone number to call on Tuesday, to check the status. \n\nTuesday XX/XX/year>. I went to the XXXX Police Department to file an Identity Theft Report. Case # XXXX The unauthorized funds of {$8100.00} were transferred to XXXX XXXX XXXX  XXXX in XXXX, XXXX out of my Bank of America checking account # XXXX","date_sent_to_company":"2025-10-14T02:41:11.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"78382","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"16533750","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-10-14T01:55:42.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Please confirm that this is the correct debit card number <em>shown</em> on your card. He then read off the debit card number. I said yes that is the number on my card. \n\nWe then went into verifying the <em>activity</em> on the credit card. He would read off the vendors name and the amount <em>shown</em>. He read off ten of fifteen <em>charges</em> that I recognized then read several current <em>charges</em> that were pending."]},"sort":[14.579951,"16533750"]},{"_index":"complaint-public-v1","_id":"8417858","_score":14.128968,"_source":{"product":"Credit card","complaint_what_happened":"Capital One 's customer service operations. These activities have led me to suspect a phishing scheme designed to illicitly gather sensitive information from Capital One customers. As a customer of both Capital One and XXXX XXXX XXXX amidst reports of an acquisition between the two entities, I find these developments both alarming and unusual. \n\nOn XX/XX/XXXX, I made a payment of {$330.00} to my Capital One credit card account, anticipating that this payment would settle my account before the due date of XX/XX/XXXX, thus avoiding any late fees. Despite this timely payment, I was charged a late fee of {$40.00} on XX/XX/XXXX. Seeking resolution, I used the call function within my Capital One app on my XXXX XXXX XXXX on XX/XX/XXXX, which connected me to a customer service agent. This number was XXXX ( XXXX ) XXXX. During this call, the agent, who mentioned being located overseas, informed me they could not access details of my last payment nor waive the late fee. \n\nFeeling unresolved, I then directly called the number on the back of my card, XXXX, only to encounter similar issues. Throughout these interactions, the inability of the representatives to access my account details or to offer any substantial assistance raised my suspicions. Their insistence that I make a payment to adjust my due date, and their overall lack of familiarity with standard Capital One procedures, further contributed to my concerns. \n\n- 18 U.S. Code 1956 - Laundering of monetary instruments, which addresses the conduct of financial transactions with proceeds from unlawful activities - Efforts by the Department of Homeland Security to disrupt XXXX and criminal financing, which include tracking and preventing the illicit movement of funds - The U.S. Department of the Treasury 's role in combating illicit finance, including safeguarding our financial system against misuse and targeting the financial networks of security threats Detailed Description of Observations and Potential Violations : 1. Unauthorized Operations by Overseas Call Center The customer service experience with Capital One appears to have been compromised, potentially violating laws against fraud and unauthorized access to sensitive customer information ( 18 U.S.C. 1030- Fraud and related activity in connection with computers ). The nature and tone of inquiries during these interactions are inconsistent with previous experiences and raise suspicions of unauthorized access to Capital One 's customer service infrastructure. \n\n2. Phishing for Sensitive Information There seems to be a concerted effort to extract personal and financial information from customers under false pretenses, potentially violating laws against identity theft and fraud ( 18 U.S.C. 1028- Fraud and related activity in connection with identification documents, authentication features, and information ). The requests for information go beyond the scope of normal customer service protocols, suggesting a phishing operation. \n\n3. Discrepancies in Financial Charges The Capital One app has shown inconsistencies in the application of late fees, displaying charges on due dates and additional fees post-payment. This situation may not only violate consumer protection laws but also suggests possible manipulation of financial records to defraud customers. \n\nDue to this inconvenience I would like 12 months of late fees to be waved. My due is the XXXX l. I am being charged a late fee on the XXXX. \n\nWillingness to Provide Additional Information : I am prepared to offer further details, including call logs, recorded phone call and screenshots of the app discrepancies, to assist with your investigation. Please contact me at your earliest convenience to discuss how I can help. \n\nThank you for your prompt attention to this critical matter. I trust that your investigation will help protect consumers and ensure the accountability of financial institutions.","date_sent_to_company":"2024-02-25T22:34:36.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"43219","tags":null,"has_narrative":true,"complaint_id":"8417858","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-02-25T22:22:43.000Z","state":"OH","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["Unauthorized Operations by Overseas Call Center The customer service experience with Capital One appears to have been compromised, potentially violating laws against <em>fraud</em> and unauthorized access to sensitive customer information ( 18 U.S.C. 1030- <em>Fraud</em> and related <em>activity</em> in connection with computers )."],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[14.128968,"8417858"]},{"_index":"complaint-public-v1","_id":"13039832","_score":14.109167,"_source":{"product":"Credit card","complaint_what_happened":"I am writing to file a formal complaint against Goldman Sachs Bank USA, the issuing bank for the Apple Card, concerning an unresolved issue involving repeated unauthorized charges made to my account by a company known as XXXX, an online background check service. \n\nOver the course of more than a year, my Apple Card has been repeatedly charged multiple times per month by XXXX without my knowledge, authorization, or consent. These charges have included, but are not limited to, {$22.00}, {$26.00}, {$29.00}, and {$1.00}, with some months reflecting double or triple billing. I have never used XXXX services, never visited their site with the intention of purchasing anything, and never authorized them to charge my Apple Card. I do not have an account registered under my name or email address with their platform. \n\nUpon noticing these fraudulent charges, I immediately began disputing them through Apple Card customer support and the Goldman Sachs Fraud Department. In each instance, I was assured that the disputed charges would be resolved and, at times, provisional credits were issued. However, these credits were subsequently reversed without proper justification, and the disputed amounts were re-added to my account balance. \n\nI specifically requested that Goldman Sachs : 1. Block the merchant ( XXXX ) from being able to charge my card again ; 2. Reissue a new card number to prevent the merchant from continuing to access my account. \n\nDespite complying with these steps, the fraudulent charges persisted. Even after my card was reissued with a new number on multiple occasions, XXXX continued to somehow regain access and charge the new carda clear indication of either a systemic security vulnerability or failure by Goldman Sachs to implement proper fraud controls. \n\nMost recently, I filed a detailed dispute with the fraud department, during which I was told that the merchant had verified the charges were valid and, as a result, all provisional credits were rescinded and re-applied to my account. I was not provided with any credible evidence to support the merchants claim of validity, nor was I shown any proof of authorization bearing my name, personal details, or IP address. In fact, there is no connection between me and the XXXX account in question, either by email address, physical address, IP logs, or confirmed purchase activity. \n\nXXXX is widely reported for engaging in questionable billing practices and unauthorized charges. There are numerous complaints on consumer platforms describing similar patterns of conduct. I firmly believe this company is engaging in unethical, and possibly illegal, activity by billing consumers without their explicit consent or verifiable authorization. \n\nAs of today, I am being held financially responsible for over a year of fraudulent charges, despite following every procedure recommended by Apple Card support. Goldman Sachs has failed to take adequate action to permanently block the merchant, investigate the recurring nature of the fraud, or protect me as a consumer. Goldman Sachs has repeatedly reported my credit card over the limit to all the major credit reporting agencies. Which caused my score to decrease significantly due to the high balance based on fraud today this is not been rectified and I would add that every time that I have applied for a line increase on my card I was declined for being over the limit and other factors regarding my credit. They were all based on this car being over the limit due to fraud. \n\nI am requesting that the Consumer Financial Protection Bureau : Investigate Goldman Sachs and XXXX practices in handling recurring fraud complaints. \nRequire a full reimbursement of all disputed charges made to my Apple Card by XXXX since the inception of this issue. \nDetermine how and why a reissued card continued to be compromised by the same merchant. \nMandate stronger merchant-blocking protocols for recurring unauthorized transactions. \nRequire that Goldman Sachs fully remove all fraudulent charges from my account and restore my account to good standing. \n\nI am available to provide additional documentation, including screenshots of the repeated charges, evidence of disputes, records of card reissuance, and communications with Apple Card support and the fraud department. \n\nThis has caused unnecessary financial burden, emotional frustration, and has eroded my trust in Goldman Sachs ability to protect its cardholders. I respectfully request swift action and assistance from the CFPB in resolving this matter once and for all. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2025-04-17T19:39:24.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"20016","tags":null,"has_narrative":true,"complaint_id":"13039832","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2025-04-17T19:25:49.000Z","state":"DC","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Block the merchant ( XXXX ) from being able to <em>charge</em> my card again ; 2. Reissue a new card number to prevent the merchant from continuing to access my account. \n\nDespite complying with these steps, the fraudulent <em>charges</em> persisted. Even after my card was reissued with a new number on multiple occasions, XXXX continued to somehow regain access and <em>charge</em> the new carda clear indication of either a systemic <em>security</em> vulnerability or failure by Goldman Sachs to implement proper <em>fraud</em> controls."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[14.109167,"13039832"]},{"_index":"complaint-public-v1","_id":"18333072","_score":14.093888,"_source":{"product":"Credit card","complaint_what_happened":"To : Consumer Financial Protection Bureau ( CFPB ) Re : Complaint Against Concora Credit XXXX Milestone Mastercard Account Takeover, Unauthorized Transactions, and Related Fees/Delinquency My name is XXXX XXXX XXXX I am submitting this complaint regarding a fraudulent account takeover of my Concora Credit XXXX Milestone Mastercard account, which resulted in unauthorized transactions, accrued fees/penalties, and a past-due status that I only recently discovered because the fraudster changed the account contact information.\n\n1 ) Account / Consumer Information Creditor/Issuer : Concora Credit ( Milestone Mastercard ) Card ending : XXXX My correct email : XXXX My correct phone : XXXX Fraudulent email substituted on account : XXXX Fraudulent phone substituted on account : XXXX Current balance shown ( as of my screenshot ) : {$2700.00} Minimum payment shown due : {$870.00} Payment due date shown : XX/XX/XXXX ( year as displayed in portal ) I have attached screenshots showing the account balance and a portion of the transaction history. \n\n\n\nXXXX ) Summary of Complaint This account was taken over by an unknown person. Without my knowledge or authorization, the fraudster changed the email address and phone number associated with my credit card account and then used the account for transactions I did not make or authorize. Because my contact information was altered, I did not receive normal fraud alerts, statements, or notifications and therefore could not dispute the charges earlier. I only discovered the problem recently when reviewing the account and noticing the incorrect email/phone and unauthorized transactions. \n\nThis fraudulent activity appears to begin in or around XX/XX/year> ( and/or includes transactions posted thereafter ). The unauthorized transactions led to the account being treated as delinquent and accruing fees and charges. \n\n\n\nXXXX ) What Happened ( Timeline / Detail ) 1. Account Takeover / Unauthorized Profile Changes At some point in or around XX/XX/year>, an unknown party accessed my Milestone account and changed my account contact details from : Email : XXXX to XXXX Phone : XXXX to XXXX I did not authorize these changes and did not initiate them. \nThese unauthorized profile changes prevented me from receiving normal account communications and hindered my ability to promptly identify and dispute the fraudulent charges. \n2. Unauthorized Transactions After the takeover, transactions were made that I did not authorize. The transaction history reflects unauthorized activity including ( not limited to ) : XXXXXXXX XXXX POSTPAID charge for {$600.00} Multiple XXXX / XXXX related charges ( including small-dollar transactions ) XXXX XXXX XXXX  PURCHASE for {$50.00} These transactions were not made by me, were not authorized by me, and I did not benefit from them. \nXXXX. Resulting Fees/ Delinquency / Harm The fraudulent transactions and account compromise caused : A materially increased balance Accrued fees/penalties/interest Past due status displayed in the portal I should not be held responsible for balances, fees, or delinquency that resulted from a fraudulent takeover. \n\n\n\n4 ) Why I Believe the Company Acted Improperly Concora Credit / Milestone Mastercard appears to have insufficient security and verification controls to prevent unauthorized account takeovers and contact changes. \n\nAt a minimum, the issuer failed to : Ensure identity verification before allowing changes to my email and phone number Flag or block suspicious changes to key authentication/contact fields Notify me through secondary verification channels when the email/phone was altered Detect and respond appropriately to suspicious, out-of-pattern transactions Provide a reliable pathway for resolution once the takeover occurred Because the fraudster changed my email and phone number, I did not receive statements, alerts, or communications that would have allowed earlier dispute. Any delay in discovery was caused by the unauthorized contact changes, not by negligence on my part. \n\n\n\n5 ) Resolution Requested ( What I Want Concora to Do ) I am requesting CFPB assistance to require Concora Credit / Milestone Mastercard to : 1. Investigate the account takeover and unauthorized transactions beginning in or around XX/XX/year> ( and covering all related fraudulent activity ). \n2. Remove/reverse all unauthorized transactions, including the specific transactions identified above and any others tied to the takeover.\n\n3. Waive and remove all fees, penalty charges, and interest associated with the unauthorized activity ( including late fees and any delinquency-related fees ).\n\n4. Restore the account to good standing, reflecting the corrected balance as if the fraud had not occurred. \nXXXX. Correct my account contact information immediately to : Email : XXXX Phone : XXXX XXXX. Issue a new card number and permanently close/disable the compromised card ending in XXXX. \nXXXX. Confirm in writing that : I will have XXXX liability for the unauthorized transactions, fees, and interest ; and The company will not report negative credit information related to this fraudulent activity ( or will correct any negative reporting already made ). \n\n\n\nXXXX ) Documentation Attached Screenshot of account dashboard showing balance and minimum payment due Screenshot of transaction activity reflecting the unauthorized charges and payment/reversal entries 7 ) Good-Faith Statement I am acting in good faith and am requesting a fair resolution consistent with consumer protections and standard credit card fraud policies. I did not authorize the account changes or the transactions. The contact information was changed fraudulently, which prevented timely detection. I am requesting that Concora Credit correct this account, remove the unauthorized charges and associated fees, restore my account, and reissue a new card. \n\nThank you for your assistance. \n\nSincerely, XXXX XXXX XXXX XXXX DC Email : XXXX Phone : XXXX Card ending : XXXX","date_sent_to_company":"2025-12-29T01:58:30.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"22312","tags":null,"has_narrative":true,"complaint_id":"18333072","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CLGF Holdco 1, LLC","date_received":"2025-12-29T01:54:55.000Z","state":"VA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Because my contact information was altered, I did not receive normal <em>fraud</em> alerts, statements, or notifications and therefore could not dispute the <em>charges</em> earlier. I only discovered the problem recently when reviewing the account and noticing the incorrect email/phone and unauthorized transactions. \n\nThis fraudulent <em>activity</em> appears to begin in or around XX/XX/year> ( and/or includes transactions posted thereafter )."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[14.093888,"18333072"]},{"_index":"complaint-public-v1","_id":"10701798","_score":13.966337,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/year> - XXXX XXXX  I contacted SoFi about closing a small/newer investment account early due to needing funds for a car issue. SoFi XXXXXXXX team directed me to direct cash withdrawal to linked SoFi XXXX account. They sent a note along to the XXXX XXXX team to allow for the transfer and closure of the account. No problems. \n\nHours later XXXX XXXX  I get an email that SoFi has put my checking/savings account under restriction and frozen assets. Huge problem, this is my main checking for daily transactions and bill/utility payments. \n\nI call the \" security team '' listed on the email about XXXX times, and they repeatedly reach out to the \" review team '' and there are \" no notes and no ETA on when account will be unlocked. '' I have verified with security that no fraud charges are shown, no odd activity, my rent and a recent bill, and gas and fast food are the only transactions showing this month. Cash was sent from a friend, but SoFi does not restrict amount of cash into account, and this was far below the federal deposit limits of $ 5K per day.\n\nI also spoke to the Invest side multiple times to confirm my SoFi directed actions I took this morning of XXXX were not causing the restriction, they confirmed they did not. However, they said that now that the \" banking '' side had a restriction blocking deposits and debits from checking or savings, that my actions I've taken may also not go through if the block is still in place when it processes. \n\nAfter multiple calls and assurances they are \" looking into it '' this bank can not show me what I have done or what they think they see to hold my ( less than XXXX $ amnt ) in my main checking hostage. This is absolutely asinine.","date_sent_to_company":"2024-11-07T02:16:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"43016","tags":null,"has_narrative":true,"complaint_id":"10701798","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2024-11-07T01:59:08.000Z","state":"OH","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I call the \" <em>security</em> team '' listed on the email about XXXX times, and they repeatedly reach out to the \" review team '' and there are \" no notes and no ETA on when account will be unlocked. '' I have verified with <em>security</em> that no <em>fraud</em> <em>charges</em> are <em>shown</em>, no odd <em>activity</em>, my rent and a recent bill, and gas and fast food are the only transactions showing this month."]},"sort":[13.966337,"10701798"]},{"_index":"complaint-public-v1","_id":"2259096","_score":13.717557,"_source":{"product":"Debt collection","complaint_what_happened":"The credit card account in question here - totaling {$17000.00} - was set up using my name and personal information that was shared with XXXX representatives of the XXXX XXXX XXXX. They ( names shown below ) had contacted me about money that I was to receive and I was told that they would cover all costs for the delivery of this money. There are so many fraudulent activities out there today that made me follow through in an attempt to verify the legality of their claim. Based on information I obtained, relative to this type of activity from competent sources, and multiple follow-up inquiries with the supposed representatives ( XXXX XXXX XXXX and XXXX XXXX XXXX ) I moved forward on their proposal. \nThey were to take the information requested from me to set up accounts with XXXX banks necessary to deposit the required fees for the competition of all necessary payments prior to the release of the funds. Once the money was deposited into the accounts, I was to withdraw it and send it on to them for the payment of these required fees. \nWhen the money was deposited into the Capitol One bank account - that they had set up in my name - I sent it on to them as requested ( I was n't concerned at this point since this was their required fees and not my money ). As a security measure, I contacted the bank and talked to XXXX of their representatives to make sure that the money was legally on deposit and that it could be withdrawn. She informed me that it was okay to make the withdrawal. After my withdrawal, approved by XXXX XXXX, someone removed the deposit leaving the \" supposed legal responsibility '' in my name. \nIn multiple attempted follow-up calls to XXXX XXXX and XXXX XXXX I received messages that said : \" This number is not receiving calls. '' After this occurred, I contacted Capitol One and talked to many representatives in a number of departments about the fraudulent action - all of whom would either not discuss it with me or said there was nothing they could do about it. \nI have submitted reports on this fraudulent activity to multiple federal agencies and my local police department and, as of this date, have gotten no resolution. Capitol One did agree to stop interest charges and at one time deposited that interest money back into the account. Since that time, they have begun making additional interest charges. \nThe most recent contact with Capitol One was on XXXX XXXX, when I sent a \" return receipt '' letter to the person in their fraud department. He had requested this and said that he would follow up with me after my written communication. That has not happened, even though I received the return receipt from the post office. \nSince I did not set up this account and they released the money following my request for verification, I do not think that I am accountable for this account and the charges being made to me. Not one cent of this money was kept by me.","date_sent_to_company":"2016-12-22T14:51:51.000Z","issue":"Cont'd attempts collect debt not owed","sub_product":"Credit card","zip_code":"448XX","tags":"Older American","has_narrative":true,"complaint_id":"2259096","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2016-12-21T21:05:46.000Z","state":"OH","company_public_response":null,"sub_issue":"Debt resulted from identity theft"},"highlight":{"complaint_what_happened":["I have submitted reports on this fraudulent <em>activity</em> to multiple federal agencies and my local police department and, as of this date, have gotten no resolution. Capitol One did agree to stop interest <em>charges</em> and at one time deposited that interest money back into the account. Since that time, they have begun making additional interest <em>charges</em>. \nThe most recent contact with Capitol One was on XXXX XXXX, when I sent a \" return receipt '' letter to the person in their <em>fraud</em> department."]},"sort":[13.717557,"2259096"]},{"_index":"complaint-public-v1","_id":"10812357","_score":13.654184,"_source":{"product":"Credit card","complaint_what_happened":"Charges from on my XXXX XXXX and Discover were made by imposters to a XXXX account in the name of XXXX XXXX. Many transactions, XXXX in total I believe. From XX/XX/XXXX- XX/XX/XXXX. Was notified by XXXX of this fraudulent activity. \n\nXXXX reversed the charges from XXXX back to my XXXX and Discover. However, Discover disputed the reversal. However, XXXX deemed the charges to be fraud as noted by XXXX crediting me back for the fraudulent charges. \n\nAdditional charges were made to both XXXX and Discover that are related to a charity give away. Specifically, charges to game stop for XXXX and XXXX gift card. These cards were redeemed my these imposters. Which I filed a police report XXXX. Police report provided. \n\nWas contacted by someone who claimed was the XXXX XXXX. Claimed these funds were requested by XXXX de XXXX. But this person is an actress. Why would this actress be requesting money? \n\nI dont know who made those charges from XXXX and Discover to XXXX XXXX Appears those XXXX charges may have been made my the XXXX de XXXX imposter. Possibly the XXXX de XXXX imposter is XXXX XXXX or this XXXX XXXX. Why? Because seems from leaked information by XXXX XXXX, the money sent from my XXXX and Discover were for someone by name of XXXX XXXX XXXX to be a XXXX user, Who is also an imposter. Email : XXXX. \nPhone : XXXX This imposter has blocked me. \n\nXXXX XXXX claims I stole his money {$29000.00}. Claims I owe him. Claims his XXXX account has negative balance. But would not show me. XXXX XXXX claims he works crypto. And Someone contracted him. Claiming to be XXXX XXXX ( me ). However, I dont even know these people. Claims to have address of person he sent crypto from his receipt of the XXXX funds. But would not provide the address. \n\nI was given court documents which contain XXXX XXXX and XXXX de XXXX name. Have confirmed these court documents are fake. Again indicating these individuals are fraud. Falsifying court documents. \n\nWhen I confronted these imposters. XXXX and XXXX XXXX claim they do not know nor are they associated with XXXX de XXXX. The imposter XXXX de XXXX claims she knows and works with XXXX. That XXXX is on the camera crew for film industry. However, XXXX XXXX is employed at a hospital in XXXX according to XXXX and XXXX XXXX. \n\nThe imposters also claims XXXX XXXX XXXX is an attorney for the film industry. However, confirmed that the real XXXX XXXX XXXX is not an attorney for the industry. But is an attorney in XXXX specializes in mergers and acquisitions and doesnt know XXXX XXXX XXXX the actress XXXX de XXXX XXXX \n\nPrior to being blocked. Interesting XXXX boyfriend is XXXX XXXX And this attorney imposter is XXXX XXXX. I think this a big part of the overall fraud ring based in XXXX. \n\nFurther investigation. And inquiry. Who ever was that requested and paid these funds from my XXXX and Discover. Who ever captured the XXXX Give away gift cards. Who I believe was either XXXX XXXX or XXXX XXXX The path went from : - [ ] XXXX & Discover to XXXX XXXX XXXX \n- [ ] XXXX XXXX to XXXX XXXX. \n- [ ] XXXX XXXX to? \n\nHave spoken with XXXX as to who those XXXX funds were given. Without a police report, XXXX will not release further information. Only that the funds were sent from my XXXX XXXX and Discover cards to XXXX XXXX account. \n\nHave spoken with XXXX. And have police report which XXXX requested. But seems XXXX investigation only proves the cards were redeemed by an imposter. \n\nYou will also see a screenshot, these imposters attempted to use my XXXX for a go fund me for {$230.00} on XX/XX/year>. But XXXX protected and declined such charge. \n\nYou will also see a screenshot of an imposter ( XXXX ) XXXX fraudulently has attempted to provide / link account information to my account. Notifying a XXXX XXXX de XXXX. Who again is believed to be an imposter. \n\nDetermined I believe this to be a fraud ring based in XXXX. \n\n- XXXX XXXX lives in XXXX - XXXX XXXX is XXXX XXXX boyfriend according to XXXX. But claims to not live in XXXX. Claims to live in XXXX \n- XXXX de XXXX is an imposter. I dont know where this imposter lives. But XXXX is the XXXX. \n- XXXX XXXX is a security cyber hacker according to his bio. Claims to XXXX in XXXX. But phone number XXXX is XXXX. \n- XXXX XXXX XXXX is an imposter. The real XXXX XXXX XXXX is an attorney in a XXXX. Specializes in mergers and acquisitions. Not legal counsel for entertainment industry. \n\nContact information that has leaked prior to being blocked. \n\nXXXX XXXX : XXXX XXXX de XXXX : XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Communication with all these Individual imposters has been only with telegram or XXXX XXXX XXXX XXXX. They investigated their portion of the XXXX activity. As well as additional charges ( charity give away XXXX gift card ) to the card. They deemed all charges fraud and have already resolved and closed the fraud investigation in my favor. Crediting my account for those fraudulent charges. \n\nFiled a police ( XXXX ) report XX/XX/year> Filed a new police ( XXXX ) report XX/XX/year> Filing FTC and CFPB reports. \n\nFiling report with the Attorney general. \n\nI will also be filing disputes with credit bureaus, and tXXXX XXXX XXXX XXXX \n\nEvidence all reflects fraud by these imposters. \n\nXXXX deemed this activity to be fraud. \nXXXX deemed the charges XXXX. \nXXXX deems all charges fraud. \n\nHowever, Discover is a holdout. Claiming this is not fraud. Claiming charges and payments made by these imposter were authorized. Evidence shows I did not authorize. However similar charges and payments to XXXX was deemed fraud already and case closed. Ive sent discover stacks of documents reflecting evidence that not only all charges and payments were fraud. But the imposters all appear to be in Georgia area. \n\nIs believed these importers gained access to my XXXX XXXX on my XXXX where my XXXX and Discover were linked. In a previous report. An imposter from Georgia applied for a loan in my named but because my credit is locked. They couldnt proceed. XXXX XXXX XXXX contacted me of this suspicious activity and being I am on alert now, I disputed and XXXX investigated, also determining this to be fraud. XXXX would only share that someone in Georgia applied online. Copy of the letter from XXXX XXXX XXXX is also included. \n\nHave shown Legal court documents which XXXX has noted are fake and that XXXX does not know any of these imposters. Have also contacted the real XXXX XXXX XXXX based in XXXX. Confirming that he knows nothing of the people Ive listed. \n\nYet, Discover claims this isnt fraud. \n\nBecause of Discovers Negligence, I attempted to resolve this on my own. Without involving others. But seems I need help. Why am I doing Discover card fraud job for them. \n\nAll of these imposters have been blocked or deleted from my XXXX at request by the Utah Sheriffs office. \n\nMany email to XXXX XXXX to understand who was involved. And to understand the flow of those transactions and who was responsible. This person too XXXX be fraud. I dont know. But XXXX leaked information giving me the name of XXXX XXXX as her boyfriend whom she gave the money. Eventually XXXX XXXX contacted me. Telling me I stole his money and he had a negative XXXX balance of more than {$29000.00}. Learned that this imposter ( XXXX XXXX XXXX XXXX be the same person claiming to be XXXX de XXXX, requested all XXXX transactions to XXXX. \n\nI contacted the person claiming to be person claiming to be the actress XXXX XXXX de XXXX and the Security XXXX, XXXX XXXX demanding payment. They agreed they would pay the Discover and XXXX balances. After many unfriendly exchanged messages, they paid the balances of both the XXXX and Discover. XXXX XXXX de XXXX, XXXX XXXX, and XXXX XXXX provided these payments. However, was notified by XXXX first I believe that the payments was from a fraudulent account. And was rejected. XXXX Froze my account. Next day, Discover also notified that the payments were also fraudulent. And the payments rejected. \n\nIts interesting. Someone attempted to apply for a loan in my name through XXXX XXXX XXXX. And the fraudulent payments to XXXX and Discover cards are made from a XXXX XXXX account. Yet Discover claims this isnt fraud. Theft of Identity is fraud? Providing false payment to a financial institution isnt a federal offense? Based on the routing number ( XXXX ) these fraudulent payments came from a bank in Florida. The account number is masked. But ends in XXXX. \n\nIts very frustrating. XXXX of Discover is {$25000.00}. I have disputed XXXX. Discover case # XXXX. Stating fraud. I refuse to pay discover for charges I didnt make. Yet discover reports delinquent to credit. And its destroying my credit. \n\nHow can everyone except discover say fraud. If transactions arent fraud. Certainly the payments from a fake account are fraud. When paid from a fake account. \n\nI am retired. On social security. Social security barely covers my monthly bills for housing, utilities, insurance, medical and food. \n\nThis needs to be resolved and these imposters held accountable. These imposters need to be stopped. Put in jail. I am not the bad guy here. Yet am being held accountable for something I didnt do. XXXX protected me. Resolve the fraud case. Charges to XXXX were similar to Discover. Yet Discover wont protect me and go after these fraud people. \n\nI will repeat myself. \n- sheriff reports this as fraud - XXXX reports this as fraud - XXXX reported all charges as fraud- Discover is holding me accountable. Why. Because I gave those responsible ability to pay those balances. \n\nThere are more documents which can be provided including police reports","date_sent_to_company":"2024-11-15T18:42:51.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"84005","tags":"Older American","has_narrative":true,"complaint_id":"10812357","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2024-11-15T17:57:57.000Z","state":"UT","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I will also be filing disputes with credit bureaus, and tXXXX XXXX XXXX XXXX \n\nEvidence all reflects <em>fraud</em> by these imposters. \n\nXXXX deemed this <em>activity</em> to be <em>fraud</em>. \nXXXX deemed the <em>charges</em> XXXX. \nXXXX deems all <em>charges</em> <em>fraud</em>. \n\nHowever, Discover is a holdout. Claiming this is not <em>fraud</em>. Claiming <em>charges</em> and payments made by these imposter were authorized. Evidence shows I did not authorize. However similar <em>charges</em> and payments to XXXX was deemed <em>fraud</em> already and case closed."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[13.654184,"10812357"]},{"_index":"complaint-public-v1","_id":"3437661","_score":13.4950695,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/19 I received a letter identified as from XXXX XXXX  c/o XXXX, XXXX. XXXX XXXX, XXXX, MD XXXX that stated they regretted they were unable to approve me for the service because they were unable to verify my identity. I did not apply for a XXXX account, so this seemed odd. I have since contacted XXXX XXXX  and their Fraud Department twice @ XXXX & XXXX and I have been told both times that there was no application for XXXX in my name at my address or any application associated with my social security number and no XXXX account exist. They also said the address on the letter from XXXX XXXX, declining credit, is not a valid bank address. However, I later received a collection notice from MRS BPO , LLC dated XX/XX/19 stating the current creditor was XXXX, XXXX with a MRS BPO , LLC account number, last four digets of a XXXX account number, that I have now confirmed with XXXX is invalid, and MRS BPO LLC claims I owe a balance of {$800.00} for XXXX chargebacks. \nI sent MRS BPO , LLC collection agency a certified formal written dispute letter on XX/XX/19 explaining that I had been in touch with XXXX XXXX  and the fraud department at this bank, as well, and there are no XXXX accounts on file in my name at my address, as shown on their letter, that I am attaching for your review. They responded back to me in a letter on XX/XX/19with a description of three chargebacks with chargeback fees equaling {$800.00} and each of the three charges reflected a different e-mail address, none of which were mine, yet MRS BPO , LLC somehow has my name and USPS mailing address on file and attached to these chargebacks. I have checked all three of my credit reports and there are no inquiries on my credit reports that my credit has ever been checked by XXXX XXXX  XXXX or that I have any kind of existing XXXX XXXX account. I have explained to MRS BPO , LLC in writing that these accounts do not belong to me, however they have left them in my name on their last letter of XX/XX/19in another attempt to collect. Will you please investigate this, as I feel like it is some sort of criminal activity and MRS BBO, LLC is involved. I confirmed on the internet that XXXX XXXX XXXX, XXXX XXXX, NJ XXXX is a valid address for MRS BPO , LLC, as shown on their letters. Please investigate and advise me of the next step in stopping this fraud and contact from MRS BPO , LLC.","date_sent_to_company":"2019-11-13T22:19:19.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"31210","tags":null,"has_narrative":true,"complaint_id":"3437661","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MRS BPO, LLC","date_received":"2019-11-13T21:07:09.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["Will you please investigate this, as I feel like it is some sort of criminal <em>activity</em> and MRS BBO, LLC is involved. I confirmed on the internet that XXXX XXXX XXXX, XXXX XXXX, NJ XXXX is a valid address for MRS BPO , LLC, as <em>shown</em> on their letters. Please investigate and advise me of the next step in stopping this <em>fraud</em> and contact from MRS BPO , LLC."]},"sort":[13.4950695,"3437661"]},{"_index":"complaint-public-v1","_id":"3437663","_score":13.479858,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/19 I received a letter identified as from XXXX XXXX  c/o Paypal, XXXX. XXXX XXXX, XXXX, MD XXXX that stated they regretted they were unable to approve me for the service because they were unable to verify my identity. I did not apply for a Paypal account, so this seemed odd. I have since contacted XXXX XXXX  and their Fraud Department twice @ XXXX & XXXX and I have been told both times that there was no application for Paypal in my name at my address or any application associated with my social security number and no Paypal account exist. They also said the address on the letter from XXXX XXXX, declining credit, is not a valid bank address. However, I later received a collection notice from XXXX XXXX , XXXX dated XX/XX/19 stating the current creditor was Paypal, Inc with a XXXX XXXX , XXXX account number, last four digets of a Paypal account number, that I have now confirmed with Paypal is invalid, and XXXX XXXX XXXX claims I owe a balance of {$800.00} for Paypal chargebacks. \nI sent XXXX XXXX , XXXX collection agency a certified formal written dispute letter on XX/XX/19 explaining that I had been in touch with XXXX XXXX  and the fraud department at this bank, as well, and there are no Paypal accounts on file in my name at my address, as shown on their letter, that I am attaching for your review. They responded back to me in a letter on XX/XX/19 with a description of three chargebacks with chargeback fees equaling {$800.00} and each of the three charges reflected a different e-mail address, none of which were mine, yet XXXX XXXX , XXXX somehow has my name and USPS mailing address on file and attached to these chargebacks. I have checked all three of my credit reports and there are no inquiries on my credit reports that my credit has ever been checked by XXXX XXXX  Paypal or that I have any kind of existing XXXX Paypal account. I have explained to XXXX XXXX , XXXX in writing that these accounts do not belong to me, however they have left them in my name on their last letter of XX/XX/19 in another attempt to collect. Will you please investigate this, as I feel like it is some sort of criminal activity and XXXX XXXX, XXXX is involved. I confirmed on the internet that XXXX XXXX XXXX, XXXX XXXX, NJ XXXX is a valid address for XXXX XXXX , XXXX, as shown on their letters. Please investigate and advise me of the next step in stopping this fraud and contact from XXXX XXXX , XXXX.","date_sent_to_company":"2019-11-13T22:19:29.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"31210","tags":null,"has_narrative":true,"complaint_id":"3437663","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2019-11-13T22:19:26.000Z","state":"GA","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["Will you please investigate this, as I feel like it is some sort of criminal <em>activity</em> and XXXX XXXX, XXXX is involved. I confirmed on the internet that XXXX XXXX XXXX, XXXX XXXX, NJ XXXX is a valid address for XXXX XXXX , XXXX, as <em>shown</em> on their letters. Please investigate and advise me of the next step in stopping this <em>fraud</em> and contact from XXXX XXXX , XXXX."]},"sort":[13.479858,"3437663"]},{"_index":"complaint-public-v1","_id":"11451796","_score":13.138072,"_source":{"product":"Credit card","complaint_what_happened":"I had a fraudulent charge against my Costco VISA card while in XXXX. I received a denial letter which I will try to attach. I called from XXXX to the XXXX fraud line on the card within XXXX minutes of my phone alert sent when my card is charged. Here is a copy of the text message that I received notifying me of the charge : Citi Alert : A {$940.00} international transaction at XXXX XXXX XXXX  was made on card ending in XXXX. View at citi.com/citimobileapp Note that this text message does not include the phrase, XXXX ending in XXXX was not present for the transaction. \n\nMy phone records will prove that I phoned the card fraud line, was told the card was locked, and another would be issued by mail. \n\nHere are my notes from phone conversations with the company : Credit card fraud for card ending XXXX Date XX/XX/XXXX in XXXX, XXXX XXXX vendor does not exist : XXXX : XXXX XX/XX/XXXX another text from Citi ( XXXX ) XXXX and spoke with XXXX XXXX. She is NOT an investigator. Requested an investigator calll me. I want the transaction time stamps. She said Citi now has another 90 days to resolve. I explained I will start legal action if not resolved in my favor by investigators ... this is not a hard case to investigate. Investigators appear to have not even attempted to locate the vendor. \n\nI called again today and spoke with XXXX XXXX. The security section and the fraud investigators are different departments. I can not speak to an XXXX. Ive had NO communication from the company since my XX/XX/XXXX phone call, but today I was told that your denial stands. Apparently the reason for this is simply that the alert states my card was present and in my possession. I explained that I did not lose the card, but it was out of my possession to pay for food at a restaurant. We only went to eat and to museums in XXXX, and I was recovering from XXXX. \n\nThe time stamps available to the investigators, but never made available to me, could prove that I could not have been in XXXX locations at once. It would also prove where the card was used in either a second, fraudulent card reader or in XXXX with a chip skimmer. We wanted to warn XXXX XXXX lines about the restaurant because they made the recommendations of the local ones to go to from the hotel. \n\nThe vendor that is found under the name on the charge alert, XXXX is in fact, a construction company, now defunct, near XXXX, XXXX. The investigators didnt even try to find out. \n\nContents of the Costco VISA denial letter : Security Services XXXX XXXX XXXX XXXX XXXX, MO XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX UT XXXX Dear XXXX XXXX : COSTCO cti WHOLESALE Account XXXX : XXXX Your dispute ( XXXX ) has been closed We've completed our investigation and your dispute ( XXXX ) is now closed. \nThe card 's XXXX chip was used to make the disputed transaction ( XXXX ) at a chip enabled card reader. You verified that your card was in your possession at the time of the transaction ( XXXX ), so we don't consider this fraudulent activity. \nThe charge ( XXXX ) totaling {$970.00} wil remain on your account, under your account activity. Federal Regulations require us to remind you that fi we do not receive the minimum payment due by the date shown on your billing statement, we may report your account as past due to the consumer reporting agencies listed below. \nXXXX XXXX XXXX XXXX XXXX, TX XXXX Sincerely, Trans Union XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Your Security Operations Service Team FEDERAL REGULATIONS REQUIRE THE FOLLOWING STATEMENT NOTICE : The federal Equal Credit Opportunity Act prohibits creditorsfrom discriminating against credit applicants on the basis of race, color, religion, national origin, XXXX, marital status, age ( provided the applicant has the capacity to enter into a binding contract ) ; because all or part of the applicant 's income derives from any public assistance program ; or because the applicant has ni good faith exercised any right under the Consumer Credit Protection Act. The federal agency that administers compliance with this law concerning this creditor si the Consumer Financial Protection Bureau, XXXX XXXX, XXXX, XXXX  XXXX DC XXXX. \nThe creditor XXXX XXXX, XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX. Please direct any questions to the return address on this letter.","date_sent_to_company":"2025-01-09T21:09:46.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"84105","tags":"Older American","has_narrative":true,"complaint_id":"11451796","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-01-09T20:33:12.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["You verified that your card was in your possession at the time of the transaction ( XXXX ), so we don't consider this fraudulent <em>activity</em>. \nThe <em>charge</em> ( XXXX ) totaling {$970.00} wil remain on your account, under your account <em>activity</em>. Federal Regulations require us to remind you that fi we do not receive the minimum payment due by the date <em>shown</em> on your billing statement, we may report your account as past due to the consumer reporting agencies listed below."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[13.138072,"11451796"]},{"_index":"complaint-public-v1","_id":"3377580","_score":12.9760475,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Amounts of USD {$210.00} on XX/XX/XXXX and amount of USD {$280.00} on XX/XX/XXXX were wrongfully charged to my account. \n\nI filed the first fraud complaint to Bank of America ( BoA ) in XX/XX/XXXX and again repeatedly almost every month since XX/XX/XXXX through XX/XX/XXXX. \n\nI spoke with the BoA fraud department and credit card department at least once per month since XX/XX/XXXX to try and urge the bank to conduct a proper and thorough investigation. They promised me several times that they would contact the store where the card was used to make the fraudulent transactions ( the only information BoA gave to me was that the card was used in person to buy furniture from a chain department store specifically located in XXXX on a date that I was not even in that city, at a store that I had never heard of and had never stepped foot into, certainly I had never bought furniture as a I was a tourist! ). Bank of America closed my fraud case on three occasions stating that they had no proof that I had not made those payments, but without providing me any proof from their supposed 'investigation ' findings ( despite their promise to do so ). Had BoA actually taken steps to conduct a thorough investigation, they could have easily requested the security tapes from the department store which would have shown who made these payments ( since BoA did have information, they told me, that the charges were made using my card and in person at the store ). Clearly BoA did not conduct any significant investigation, else they would have information to share with me about the fraudulent activity, and they would have found evidence that could have protected me, proven that it was not me, and helped ensure my trust in the bank which I have been a loyal customer of for more than 15 years! \n\nAlso, my card was blocked by BoA and only after several months I reported the fraudulent activity many times, did I receive a replacement card in the mail, still it has not been secure for me to use my credit card, especially since BoA did not conduct a thorough investigation and did not provide me with any information about what happened nor information about how I could set up more security to protect me from any potential future fraud on my card ; and thus I have had to suffer from not having the option to use my card -very important for my security in making payments while travelling ( ATM withdraws are very dangerous in XXXX due to the high rate of ATM scams and robberies ), which is difficult as I am a tourist traveling in XXXX XXXX all these months. I asked BoA to put some extra layers of security on my credit card so that we could try and prevent future fraudulent activity but they said to me that there were no options to do so, not even placing a pin number on the card! \n\nI conducted my own research and found several potential reasons for this fraudulent activity on my credit card : ( 1 ) perhaps my card was cloned by someone unknown when I had used it at a restaurant or store to make an authentic purchase previous to the date of the fraud activity ( I hear that this has happened in XXXX ) ; ( 2 ) I had requested BoA to send me new credit and debit cards in the mail last fall previous to the incident because my cards ' chips were scratched and not able to be read in swiping for payment in card readers -BoA was supposed to send me a replacement card and I hadn't received it, so I called to complain last fall and I think what they did was maybe send another card after my complaint but in the meantime maybe the first replacement card they sent was not cancelled by BoA and then maybe arrived to some location in XXXX without my knowing. I had asked BoA to cancel their first replacement card sent, and to send me a new one with new security details ( with a new credit card number ) so that it was not a 'replacement card ' / 'copy ' but rather a new card with a new number, but I think BoA failed to make this security assurance and perhaps two cards arrived in the mail to XXXX with one being stolen by some other person.. ; ( 3 ) perhaps this was part of a larger BoA scam from within the company. Regarding this last point, I am not accusing BoA of frauding my account, but it does not rule out the possibility of this happening. I looked at the consumer complaint database on the CFPB website, using the filtration system, I searched for complaints against BoA for credit card fraud / wrongful charges on customers ' credit cards, and found about 200 of 1,384,105 reported complaints similar to mine. This said I would want CFPB to conduct an investigation to find out why so many customers of one of America 's largest and important banks all experienced the same thing? \n\nOn top of all of this, BoA made me feel like a criminal as they accused me of making the fraudulent payments when I called them on the phone on several occasions. \n\nI had to undergo extreme financial stress as I didnt have access to using my card all those months, I underwent emotional, psychological trauma and in consequence personal problems in my relationships and this also affected my ability to work. I also underwent financial and time loss as I had to call BoA and wait for hours on the phone, I was consistently disconnected and had to call again and again waiting for 40 minutes each time to reach a representative, then disconnected when transferring me to different departments.. It was a living nightmare of 8 months that I experienced because of BoA 's negligence, accusatory behavior, failure to be organized and take seriously a fraudulent case against one of its loyal customers, failure to help a customer set up security and prevent fraud. \n\nAll this while I have been in a serious semi / permanent health condition suffering serious injury to my XXXX and I told BoA on the phone each time every month that I had to wait and struggle with them, that all this stress was causing my physical condition to worsen, but they did not give me any care for my XXXX by speeding up the process or taking extra care to reduce my pain and stress. I have suffered further from my injury because of the disrespect of BoA towards me in failing to put care into my case. \n\nI first filed a complaint against BoA with CFPB in XX/XX/2019 and BoA responded to CFPB 's letter to BoA regarding my case with refunding me the money. However, this is only half justice, I suffered so much for 8 months because of BoA incompetencies and maybe corruption against its customers. I am writing to CFPB asking for help with the following : 1. please write to / contact BoA to give them the chance to do right on their wrong towards me in not providing me with information from their investigation findings that shows evidence on what exactly happened with the fraud case on my card. I was promised by BoA that they would do this and inform me of findings, but they never did so and never communicated any findings to me. They simply accused me of making those payments without any proof either way..\n\n2. I want to file a suit against BoA and know that CFPB does not provide legal advice in any way, however, I would ask CFPB if it could provide any further information about those 200 cases of consumer complaints against BoA, all of which were for wrongful charges on their cards, just like mine. I would want to know when exactly those other credit card fraud cases happened ( were they during similar times as mine -I put in a filter on timing ranging dates similar to those I experienced fraud ) ; I would also want to know more about those cases, whether they received refunds, whether the banks gave reason and proof /evidence from their investigations.. If there is just cause, I would want to file a class action suit against BoA.\n\nThank you and I appreciate your further help in ( 1 ) trying to get BoA to provide details about what happened in my fraud case, and ( 2 ) help provide me any information about the other cases of reported credit card fraud / wrongful charges on BoA customers as filed on your customer complaint database.. \n\nI hope you received this mail and would be happy to speak with you soon. Feel free to reach out to me at your soonest availability. \n\nI have all evidential documents and can provide you with anything you want upon your request. \n\nRegards XXXX XXXX XXXX XXXX currently in XXXX, number : XXXX NOTE : you are welcome to publish my description above but please do NOT publish my personal information or contact details. Thank you!","date_sent_to_company":"2019-09-17T17:59:35.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"052XX","tags":null,"has_narrative":true,"complaint_id":"3377580","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2019-09-17T17:01:48.000Z","state":"VT","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":["Had BoA actually taken steps to conduct a thorough investigation, they could have easily requested the <em>security</em> tapes from the department store which would have <em>shown</em> who made these payments ( since BoA did have information, they told me, that the <em>charges</em> were made using my card and in person at the store )."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[12.9760475,"3377580"]},{"_index":"complaint-public-v1","_id":"10658251","_score":12.51795,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear Consumer Financial Protection Bureau, I am writing to file a complaint against Current Bank regarding their mishandling and inadequate investigation of my recent fraud claim. I believe there has been a lack of due diligence, oversight, and communication from Currents end, resulting in the unjust denial of my claim for fraudulent transactions made between XX/XX/XXXX, and XX/XX/XXXX. I am seeking assistance from the CFPB to reopen and thoroughly review my case. \n\nBackground of the Incident XXXX XX/XX/XXXX, while hospitalized and completely incapacitated, my phone, wallet, identification, and bank card were stolen. I was unable to access my accounts or receive any notifications as I was physically unable to manage my affairs. The thief who stole my belongings quickly XXXX all security measures on my phone and Current account, including XXXX XXXX, two-factor authentication, and location services. These security measures were XXXX on XX/XX/XXXX, and the fraudulent transactions began immediately thereafter. This sequence of actions strongly suggests that the security features were deliberately bypassed by an unauthorized individual on that specific date to facilitate the fraudulent activity that followed. \n\nFraudulent Activity and Lack of Communication from Current The fraudulent charges on my Current account spanned from XX/XX/XXXX, to XX/XX/XXXX, yet due to my ongoing XXXX, I remained unaware of this unauthorized usage until I was finally discharged on XX/XX/XXXX. Upon noticing these transactions on XX/XX/XXXX, I promptly reported the activity to Currents customer service, initiating a fraud investigation and filing a dispute on these charges. \n\nDespite the serious nature of the case, I was informed by a customer service agent that Currents fraud investigation team would reach out to gather more information regarding my claim. Unfortunately, I received no further communication from Current, which I believe constitutes a significant lapse in their investigative process and customer communication obligations. After just XXXX days, I was informed that my case had been denied. Given the gravity of the claim and the available evidence, I find it highly concerning that Current denied my case in such a short timeframe, without a thorough investigation or additional contact with me. \n\nCurrents Lack of Due Diligence I believe Current failed to exercise due diligence in several critical ways : XXXX. Failure to Review Security Feature Changes : On the same date that my phone and wallet were stolen, all security measuresincluding Face ID, two-factor authentication, and location serviceswere XXXX on my phone and Current account. This timing directly correlates with the start of fraudulent transactions. A basic review of account settings would have clearly shown that security features were altered on XX/XX/XXXX, yet this key information was either overlooked or ignored in the investigation. There was also a dispute filed in XXXX that was unauthorized and NOT me the account owner. For what reason that was filed by the thief I dont know, but what I do know is that I called into the dispute center in XXXX to file my dispute, so my voice can be heard and verified and compared to whoever called in for the dispute in XXXX from XXXX. I also dont know if the thief called in to file that XXXX dispute or if they only used the app to file the dispute, that should have been investigated more so due to the fact I spoke with the agent over the phone and stated that the XXXX dispute was not from me and Id like if they can look into that as well. Adding onto that, there are also check deposits from MY unemployment benefits that was stolen and used without my authority not by someone I know but by someone who stole my information. As well as paycheck advances that are NOT authorized by me either dating back to XX/XX/XXXX. I stress this a XXXX times that ANY transactions whether it was adding money or removing money or anything else with the current account was NOT done by me as it was physically impossible for me to do so, being in the hospital and not having access to my wallet and phone due to it being taken. \n\nXXXX. Inadequate Investigation Timeline : The denial of my fraud claim in just XXXX days demonstrates a lack of attention to detail and due diligence on Currents part. Given the complexity of the case and the extensive evidence of unauthorized access, it is unreasonable that Current would close this case in such a brief period without contacting me for additional information. I submitted my own Patient Discharge Information which I dont even know Im allowed to do but I provided literal proof of an extended hospital stay at that time and discharge. Yet Current still determined me responsible.\n\n3. Lack of Communication : Despite assurances that I would be contacted, Current failed to reach out to gather crucial information regarding my hospitalization and incapacity, which are directly relevant to the validity of my claim. This lack of communication undermines the thoroughness and fairness of their investigative process.\n\n4. Failure to Recognize Consumer Protection Obligations : Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, financial institutions have an obligation to investigate claims of unauthorized transactions thoroughly and in good faith. I also understand that, per CFPB guidelines, financial institutions are required to act responsibly and proactively in cases of identity theft and account breaches. Currents inadequate response and communication fell short of these obligations, further demonstrating their lack of due diligence.\n\nThe Impact on Me as a Consumer The denial of my claim has caused significant distress, not only because I was incapacitated and unable to monitor my accounts but also due to the financial impact of these unauthorized charges. As someone who was hospitalized, I was entirely unaware of the transactions and unable to take preventive measures. Currents failure to conduct a thorough investigation has left me with no recourse for these substantial losses, despite clear indicators that unauthorized access occurred. \n\nRequested Resolution In light of the above, I am requesting that the CFPB intervene to have my case reopened and fully re-evaluated by Current. Specifically, I am seeking : XXXX. A full investigation into the changes made to my security settings on XX/XX/XXXX, which aligns with the start of the fraudulent transactions.\n\n2. Provisional credit for the unauthorized charges, as mandated under the Electronic Fund Transfer Act, to alleviate the financial burden until the case is resolved. \nXXXX. Improved communication and transparency from Current throughout the investigation, as I was denied updates and information on the status of my claim. \n\nI believe that a detailed review of my case, along with the sequence of events and evidence I am able to provide, will demonstrate that I was not responsible for the transactions in question and that Current failed to act with due diligence in their initial investigation. \n\nThank you for your attention and assistance in this matter. Please do not hesitate to contact me for any additional information.","date_sent_to_company":"2024-11-01T16:25:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"77045","tags":null,"has_narrative":true,"complaint_id":"10658251","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FinCo Services Inc DBA Current","date_received":"2024-11-01T16:11:11.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Fraudulent <em>Activity</em> and Lack of Communication from Current The fraudulent <em>charges</em> on my Current account spanned from XX/XX/XXXX, to XX/XX/XXXX, yet due to my ongoing XXXX, I remained unaware of this unauthorized usage until I was finally discharged on XX/XX/XXXX. Upon noticing these transactions on XX/XX/XXXX, I promptly reported the <em>activity</em> to Currents customer service, initiating a <em>fraud</em> investigation and filing a dispute on these <em>charges</em>."]},"sort":[12.51795,"10658251"]},{"_index":"complaint-public-v1","_id":"12450178","_score":12.291618,"_source":{"product":"Credit card","complaint_what_happened":"Subject : Urgent Request for Further Investigation Bank of America Claim # XXXXXXXX XXXX XXXX  XXXX XXXX Fraud Claim Dear Consumer Financial Protection Bureau XXXX This letter is a follow-up to our previous complaint regarding Bank of America 's fraudulent activity and our subsequent experiences with their dispute resolution process. We are writing to you again due to the unacceptable response we received from Bank of America in their letter dated XX/XX/year>, regarding our initial claim number XXXX. A copy of their letter is attached. We believe that Bank of America 's actions warrant further investigation by the CFPB, and possibly a criminal investigation into their business practices. \n\nTheir letter is not only inaccurate and misleading but demonstrates a blatant disregard for the facts and a deliberate attempt to evade responsibility for the fraudulent activity on the XXXX XXXX XXXX XXXX credit card. \n\nBank of America bases its denial on the false assertion that the card was used with a chip, PIN, or signature, implying authorized use. This claim is demonstrably false. The entire premise of our complaint is that we never received/used the credit card. How could we, or anyone we authorized, have used the card when it was never in our possession? This is the core of the fraud, and their response completely ignores this crucial fact. Bank of America is sending credit cards that are already ready to use, with a sticker stating : \" Your card is ready to use. You can now simply tap to pay whenever you see this symbol ( contactless payment symbol ). '' SEE ATTACHED THEIR CARD. \n\nFurthermore, their letter conveniently omits critical information that undermines their position : UPS Tracking Number XXXX : Bank of America provides this tracking number, yet fails to acknowledge that it proves the credit card was never delivered to XXXX XXXX XXXX  XXXX 's requested address. Instead, the XXXX tracking record clearly shows the delivery location as \" OTHER, '' meaning the card was not delivered to the intended recipient. This constitutes irrefutable evidence of Bank of America 's negligence in failing to ensure secure delivery. \nXXXX XXXX XXXX XXXX Bank of America asserts that \" the card must be present in order to be added to a digital wallet, '' a claim we find preposterous and unsubstantiated. We already explained to Bank of America 's representatives that their cards are sent ready to use, requiring no further action from the customer. We specifically complained about this during phone calls with their representative, questioning how they could send cards ready to use without requiring a call, PIN, or account verification before activation! Bank of America omits this critical detail. The latest phone call was more that 1 hour long and we spoke with XXXX XXXX ( if we got her info correct ) from North Carolina that might be higher up/supervisor as we requested to speak with supervisor. \nThe UPS delivery states that the card was NOT delivered to us by XXXX. Delivery location named OTHER! Feel free for anyone reading this letter to just insert tracking number into ups tracking system. We are attaching proof of that as well. \nWe are actively working with the Florida Attorney General. \nBank of America 's claim that they \" are unable to confirm '' our allegations regarding assurances made by their assisting agent is disingenuous. We maintain that we were given assurances, and the fact that they can not \" confirm '' them does not negate their occurrence. Moreover, whether or not those assurances were made, the objective facts of the casenamely, the undelivered card and the fraudulent chargesremain unchanged. \n\nIt is increasingly clear that Bank of America has no intention of conducting a legitimate investigation. Instead of investigating, they deliberately attempt to shift blame and evade responsibility. \n\nWe ask : Why Bank of America did not hire local police investigators and not checked security footage in moment of transaction from XXXX XXXX, shown it to all agencies involved in this case, and shown the face of the person making the purchase? We are waiting for them to do so. \n\nBank of America 's attempt to blame XXXX XXXX XXXX XXXX for this fraudulent activity is not only unfounded but borders on malicious. We are actively working with the Florida Attorney General 's office, and this letter, with its misrepresentations and omissions, will be presented as further evidence of Bank of America 's negligence, incompetence, and possible criminal activity.\n\nTherefore, we urge the CFPB to : Conduct a thorough and independent investigation into Bank of America 's practices regarding credit card issuance, fraud investigation, and dispute resolution. \nConsider the possibility of a criminal investigation into Bank of America 's handling of this and similar cases. \nCompel Bank of America to conduct a proper investigation into this specific case, including reviewing security camera footage from XXXX XXXX. \nRequire Bank of America to immediately remove the {$3000.00} fraudulent charge from the XXXX XXXX XXXX XXXX account. \nAsk Bank of America why they are sending credit cards ready to use. How they are going to deny this? \nWe reiterate our intention to pursue legal action against Bank of America for all damages resulting from their negligence and bad faith. We expect a prompt and decisive response to this letter, including an outline of the steps the CFPB will take to investigate this matter. \n\nWe are providing with this complaint : -example of replacement bank of america credit card which is ready to use as they state on card sticker -XXXX  tracking proof of delivery \" OTHER '' -latest letter from Bank of America where they are backing up their initial false claims. \n\nSincerely, XXXX XXXX XXXX XXXX","date_sent_to_company":"2025-03-12T15:05:41.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"33166","tags":null,"has_narrative":true,"complaint_id":"12450178","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-03-12T14:33:47.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["We ask : Why Bank of America did not hire local police investigators and not checked <em>security</em> footage in moment of transaction from XXXX XXXX, <em>shown</em> it to all agencies involved in this case, and <em>shown</em> the face of the person making the purchase? We are waiting for them to do so. \n\nBank of America 's attempt to blame XXXX XXXX XXXX XXXX for this fraudulent <em>activity</em> is not only unfounded but borders on malicious."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[12.291618,"12450178"]},{"_index":"complaint-public-v1","_id":"7469983","_score":11.784073,"_source":{"product":"Credit card","complaint_what_happened":"XX/XX/XXXX. I received a voicemail from XXXXXXXX XXXX stating that someone tried to get into my account but couldn't because they failed answer the security questions. I did not get a similar notification of suspicious activity from Capital One. But when I checked my Capital One Credit card ending XXXX, I saw that on XX/XX/XXXX there were 5 fraudulent charges and one legitimate charge. \n\nI contacted Capital One immediately and opened Case # XXXX. Reference # XXXX. I explained that the only legitimate charge from that date was {$5.00} for XXXX XXXX XXXX. They asked me to email them my soc security card, drivers license, and proof of address so they could verify my identity via a secure link and said they would call me back when I was approved. \n\nXX/XX/XXXX. I mailed in a payment from my last billing cycle for {$2200.00} which was credited on XX/XX/XXXX. This payment, and the charge on XX/XX/XXXX for {$5.00} are the last and only legitimate transactions I have had with Capital One. All other debits, deposits, fees, or other transactions on card ending XXXX, card ending XXXX, card ending XXXX, and card ending XXXX are fraudulent. \n\nXX/XX/XXXX, around XXXX, got a call from Capital One. She said they approved the documents I sent, cancelled the card ending XXXX and were mailing me a new card which would end in XXXX. I NEVER RECEIVED THE CARD ENDING XXXX, but according to my Capital One Statement someone in XXXX XXXX was already using it ( total {$69.00} ) on XX/XX/XXXX. \n\nXX/XX/XXXX. Voicemail from Capital One XXXX XXXX on a recorded Please give us a call at XXXX. I tried to log in to check my account online, but it was blocked. I was told the Account Security dept was closed for the weekend. \n\nXX/XX/XXXX. I was finally able to reach Capital One account security department Monday morning, at XXXX. They said that on XX/XX/XXXX my savings account ending XXXX was compromised - someone had tried to add another phone number. They said I would get a new savings account in 3-5 business days, but I will need to call them to get the new account number. Reference # XXXX and XXXX. \n\nXX/XX/XXXX. I reached Capital One again at XXXX ( case # XXXX, ref # XXXX ). The agent said that the card ending XXXX had been compromised. Capital One had another cell phone number that was not mine and also a different mailing address that was not mine, and they were deleting those from my account. \n\nThey said they were sending me a new card ending in XXXX that would arrive in my XXXX XXXX XXXX 4 to 6 business days. I NEVER RECEIVED THE CARD ENDING XXXX but apparently someone in XXXX XXXX was immediately racking up numerous transactions ( total {$3000.00} ) on XXXX XXXX. \n\nXX/XX/XXXX. Received an email from Capital One saying they noticed unusual activity on my savings account ending XXXX and to call them. They said someone called them from Texas and was trying to change my phone number. The Capital One agent asked me four times if I only had one phone number on the account. I repeated : only one number XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX \n\nXX/XX/XXXX. Talked to Capital One Savings again, they said my savings account is locked until they can resolve credit card concerns. \nXX/XX/XXXX. Then I talked to Capital One credit card department again to say I could not log in to Capital One even though they said the account was clear and there were no restrictions on card ending XXXX ( which I never received ). But they detected unusual activity, and they need to re-validate my identity ( case number XXXX ). They asked you to re-send all the documents they had already approved and once they are approved again an agent will call me back. \n\nXX/XX/XXXX. I got a call back from XXXX ( employee ID # XXXX ) from the Credit Card Security Fraud Resolution Team. He said that cash advances were made in XXXX XXXX, and they had an erroneous phone number for me with an area code of XXXX, which is located in Texas. He said that a new card ending XXXX will be sent to me by XXXX  to my home at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX The new card arrived on XX/XX/XXXX and I activated it on XX/XX/XXXX. \n\nXX/XX/XXXX. I received a hard copy letter from Capital One referring to case # XXXX. It says they launched an investigation ( attached ). The letter concludes insufficient evidence of fraud, youre responsible for the charges listed. These charges all occurred in Texas XXXX XXXX and charged to card ending XXXX, which I never received. There is abundant evidence that the hacker is operating from XXXX XXXX ( see notes from XX/XX/XXXX above ). Furthermore, I have proof from my Chase Debit Card that I was in XXXX XXXX, and XXXX XXXX, Washington XXXX on XXXX XXXX, which can be provided on request, In summary, the only valid transactions in this XX/XX/XXXX billing cycle are listed in the attached table. All other debits, deposits, fees, or other transactions pertaining to card ending XXXX, card ending XXXX, card ending XXXX, and card ending XXXX are fraudulent. \n\nOn Thursday XX/XX/XXXX, I mailed check # XXXX for {$2700.00}, my actual total due by XX/XX/XXXX for this billing cycle ( XXXX XXXX XXXX ). Since I have not used the Capital One credit card since the last legitimate transaction ( {$5.00} on XXXX ) my current balance should now be {$0.00}. Note at the bottom of the table that XXXX cancelled my rental car on XX/XX/XXXX, but as of XX/XX/XXXX Capital One had not refunded this amount to my account. \n\nThe statement for this billing cycle is attached below. I am hoping the CFPB can 1 ) Analyze the statement to distinguish all legitimate charges as shown in the table below, from all the rest of the charges and get Capital One to confirm my balance should now be {$0.00}. No additional charges or fees.\n\n2 ) Make Capital One unlock my savings account, so I can close it and move it to a different bank who is able to detect, track, and correct fraudulent activities. \n\nNOTE, the spreadsheet titled Capital One XXXX XXXX listing legitimate charges did not open below. So here is a pasted version of the information : Transaction Date Description Amount NOTES XXXX PAYMENT {$2200.00} legitimate payment to credit card ending XXXX for total balance due on previous billing cycle ( XXXX XXXX ) due XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$29.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$12.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$61.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$5.00} legitimate charge to XXXX XXXX XXXX XXXX {$6.00} legitimate charge to XXXX XXXX XXXX XXXX {$18.00} legitimate charge to XXXX XXXX XXXX  {$18.00} legitimate charge to XXXX XXXX XXXX XXXX  {$54.00} legitimate charge to XXXX XXXX XXXX XXXX {$210.00} legitimate charge to XXXX XXXX XXXX Grocery Store {$7.00} legitimate charge to XXXX XXXX XXXX Grocery Store {$1.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX {$9.00} legitimate charge to XXXX XXXX XXXX XXXX {$3.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$8.00} XXXX XXXX XXXX XXXX XXXX XXXX {$88.00} legitimate charge to XXXX XXXX XXXX {$73.00} legitimate charge to XXXX XXXX XXXX {$73.00} legitimate charge to XXXX XXXX XXXX {$88.00} legitimate charge to XXXX XXXX XXXX {$790.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$20.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$15.00} legitimate charge to XXXX XXXX XXXX {$33.00} legitimate charge to XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX XXXX {$21.00} legitimate charge to XXXX XXXXXXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX {$12.00} legitimate charge XXXX XXXX XXXX XXXX XXXX XXXX {$75.00} legitimate charge to XXXX XXXX XXXX XXXX {$130.00} legitimate charge to XXXX XXXXXXXX XXXX XXXX XXXX {$59.00} legitimate charge to XXXX XXXX XXXX at XXXX XXXX {$130.00} legitimate charge to XXXX XXXX XXXX XXXX {$47.00} legitimate charge to XXXX XXXX XXXX {$500.00} legitimate charge to XXXX XXXX XXXX {$25.00} legitimate charge to XXXX XXXX XXXX {$510.00} was cancelled by vendor due to credit card dispute. They said \" XXXX will refund this amount to Capital One '' XXXX XXXX XXXX XXXX {$5.00} Last legitimate charge in this billing cycle XXXX legitimate TOTAL due this billing cycle {$2700.00} Would have been {$3300.00} if not for XXXX refund. \nCheck # XXXX mailed to Capital One to cover all legitimate transactions in this billing cycle. \nBalance should now be XXXX because I did not use the cards after the {$5.00} transaction on XX/XX/XXXX.","date_sent_to_company":"2023-08-29T20:53:07.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"989XX","tags":"Older American","has_narrative":true,"complaint_id":"7469983","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-08-29T20:18:04.000Z","state":"WA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I am hoping the CFPB can 1 ) Analyze the statement to distinguish all legitimate <em>charges</em> as <em>shown</em> in the table below, from all the rest of the <em>charges</em> and get Capital One to confirm my balance should now be {$0.00}. No additional <em>charges</em> or fees.\n\n2 ) Make Capital One unlock my savings account, so I can close it and move it to a different bank who is able to detect, track, and correct fraudulent <em>activities</em>."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[11.784073,"7469983"]},{"_index":"complaint-public-v1","_id":"3876784","_score":11.684801,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2020, my card was fraudulently used. My card had 44 charges from The XXXX XXXX XXXX for {$0.00} each, a charge for {$18.00} from XXXX XXXX, two charges from XXXX for {$15.00} each, and 2 charges from XXXX for {$8.00} each. I immediately opened a dispute for all of these charges as fraudulent. On XX/XX/2020, Chase removed 44 charges from XXXX XXXX XXXX XXXX, the {$18.00} charge from XXXX XXXX, two XXXX charges for {$15.00}, and two XXXX charges for {$8.00}. On XX/XX/2020, Chase credited me for another {$15.00} XXXX charge, and an additional {$8.00} XXXX charge it appears Chase credited me {$24.00} too much, since the four fraudulent XXXX charges were all removed XX/XX/XXXX. ( See attached XX/XX/XXXX statement. ) Chase cancelled my credit card and issued me a new one after I reported the fraudulent charges in XXXX, as documented in Chases XX/XX/XXXX letter. Since receiving the new card, I have not used it. Therefore, it can not have been compromised again. No one has the new card number except me and Chase. ( See attached XX/XX/XXXX letter. ) Despite that, on XX/XX/XXXX, Chase allowed a charge of {$15.00} from XXXX. On my XX/XX/XXXX statement, there is another new XXXX charge of {$15.00} dated XX/XX/XXXX. There is also a recharge of {$15.00} for XXXX dated XX/XX/XXXX. That is fine, since, as I previously pointed out, Chase credited me for an extra {$15.00} charge on XX/XX/XXXX. At this point, Chase now still over-credited me {$8.00} for XXXX, yet there are also two new XXXX charges that are fraudulent, each for {$15.00}. On the same statement, Chase credited me another {$15.00}, with a date of XX/XX/XXXX. So now we are back to Chase over-credited my account {$24.00}, plus two new XXXX charges that are fraudulent, each for {$15.00}. ( See attached XX/XX/XXXX and XX/XX/XXXX statements. ) On my XX/XX/XXXX statement, three XXXX charges were re-charged to my account from XX/XX/XXXX : one for {$15.00} and two for {$8.00}. And yet another new XXXX charge for {$15.00} for XX/XX/XXXX. It is obvious by now that each of these new charges for {$15.00} on the XXXX are the result of a subscription, since they are charged the same day every month. We will come back to that point later. Again, at this point, notwithstanding the new XXXX, XXXX, and now XXXX XXXX charges, Chase had credited me {$24.00} ( {$15.00} + {$8.00} XXXX too much. So, with the XX/XX/XXXX statement, two of the three re-charges ( one {$8.00} charge and one {$15.00} charge ) are valid, since I was over-credited, but the second {$8.00} XXXX re-charge dated XX/XX/XXXX on my XX/XX/XXXX statement is not. Chase has now shorted me on my original credits by {$8.00} AND has allowed three additional {$15.00} charges ( {$47.00} ). My XX/XX/XXXX statement has a fourth fraudulent XXXX charge for {$15.00}, bring the total outstanding fraudulent charges to {$63.00}, plus the credit I was shorted of {$8.00}, for a total of {$72.00} that Chase should credit to my account. ( See attached XX/XX/XXXX statement. ) The re-charges that are shown on my statements up to and including the XX/XX/XXXX statement appeared on my account with no communication from Chase. They simply showed back up on the account. I received no letter of explanation for why all of these re-charges were being added to my account. Upon investigating my account, I see there is a letter in my online account dated XX/XX/2020, that informs me all of the XXXX XXXX XXXX charges and the XXXX XXXX charges were deemed fraudulent, and that I would not be held responsible for them, but that the XXXX charges would be considered valid, with the reason given that I received benefit from the transaction. We will come back to that point later. I never received a hard copy letter regarding Chases decision about the fraudulent charges, nor did I even receive a notice via email that I had a letter in my online account, as usually happens when Chase posts documents in my online account. ( See attached XX/XX/XXXX letter. ) On XX/XX/XXXX, after noticing the new XX/XX/XXXX charges on my account, I called Chases fraud department. The Chase representative stated she would open a dispute. On XX/XX/XXXX, I received notice via email that I had a letter in my Chase online account. The letter was dated XX/XX/XXXX, offers no detailed information, but just generally states that Chase reviewed my fraud claim and confirmed the transaction ( s ) valid. The letter does not even tell me what fraudulent transactions they are referring to, though I assume it is ALL of the XXXX disputed transactions. I called Chases fraud department, and was told the charges were recovery. I also reported the XX/XX/XXXX XXXX charge was fraudulent again, as well as the XX/XX/XXXX and XX/XX/XXXX charges. The Chase fraud representative said he said would pass it on to the recovery department, and told me to submit my XXXX documentation via secure message. I will explain the XXXX documentation shortly On XX/XX/XXXX, I received a reply to my secure message, stating that the information I provided in the secure message was being passed on to the fraud investigators. ( See attached XX/XX/XXXX email, XX/XX/XXXX letter, XX/XX/XXXX secure message and attachments, and XX/XX/XXXX email, and XX/XX/XXXX secure message reply. ) On XX/XX/XXXX, I received notice via email of a new letter in my Chase online account. The new letter in my account is dated XX/XX/2020. It offers no detailed information, but just generally states that Chase reviewed my fraud claim and confirmed the transaction ( s ) valid. It also states they closed the fraud claim and wont review it again unless I provide new information. The letter does not even tell me what fraudulent transactions they are referring to, though I assume it is ALL of the XXXX disputed transactions. Please note that I had just provided them with XXXX documentation, which I will describe in further detail shortly. ( See attached XX/XX/XXXX email and XX/XX/XXXX letter. ) On XX/XX/2020, I called Chase at XXXX XXXX after seeing a new XXXX charge for {$15.00} dated XX/XX/XXXX on my account. The Customer Service Specialist transferred me to XXXX in the fraud department. XXXX reviewed the notes on my account and stated on XX/XX/XXXX my request for a review of the recovery chargebacks on the account was denied, even after reviewing the documents I sent. She stated the notes said it was a dispute with the merchant, not fraud. I requested proof and documentation that the charges were valid, and she stated they could not provide documentation for security reasons. ( See attached XX/XX/XXXX statement. ) I informed XXXX I was disputing XX/XX/XXXX XXXX charge for {$15.00} as fraud. On XX/XX/XXXX, I received notice via email that I had a new letter in my Chase online account. The letter, dated XX/XX/2020, offers no detailed information, but just generally states that Chase reviewed my fraud claim and confirmed the transaction ( s ) valid. It also states they closed the fraud claim and wont review it again unless I provide new information. The letter does not even tell me what fraudulent transactions they are referring to, though I assume it is ALL of the XXXX disputed transactions. ( See attached XX/XX/XXXX email and XX/XX/XXXX letter. ) To circle back on a couple of points : since XXXX, through at least XXXX, XXXX has charged at my Chase account {$15.00} every single month on the XXXX of the month. That indicates that this is a recurring subscription. This will be an important point later, when I try to block these charges from occurring. \nSecond, as referenced earlier, I sent Chase some documentation related to XXXX. The fraud investigators asked me in the beginning whether I had a XXXX account. I informed them that yes, I do have a XXXX XXXX XXXX account does not bill to my Chase credit card, it bills to an XXXX XXXX card. When I submitted documentation of this in XXXX, I submitted a screenshot of my XXXX account with me signed in, that shows the email address associated with the account. This email address is the same email address Chase has on file in association with my Chase credit card ; it is the email address they set notices of letters to. ( XXXX ) The screenshot also showed the billing information for the account was an XXXX XXXX card. I also provided another screenshot of my XXXX billing activity for the past 12 months, which clearly shows my XXXX account was charged to an XXXX XXXX card, not my Chase credit card. The documentation I provided was for my valid XXXX account. I do not have multiple XXXX accounts! ( See Secure message attachment XXXX account and Secure message attachment XXXX billing documents. ) Chase refuses to designate these XXXX charges as fraud, despite my evidence that my XXXX account is charged to a different card. I did not authorize XXXX to charge my Chase card, and XXXX has not charged my Chase card in association with my valid account. Therefore, it is an unauthorized charge ; in other words, fraud. Obviously, there is a fraudulent XXXX account that has my compromised Chase credit card as the billing information. Not only does Chase refuse to acknowledge these as fraud, Chase refuses to stop allowing XXXX to charge my account each month, despite my repeated assertions that these are unauthorized. Just because I happen to have an account with XXXX, these charges arent considered fraud? Just because I frequent XXXX, does that mean no XXXX charge on my account could ever be fraud? Just because I shop at XXXX, does that mean any transaction with XXXX can not be considered fraud? \nI am not able to contact XXXX about this charge because the charge is not for my valid account. The charge is for a fraudulent account, for which I do not have any account information. XXXX is not able to look up an account based on the credit card number used. To manage this issue with XXXX, I would need account-identifying information such as the email address of account number associated with the account for which the charges were billed. XXXX from Chase informed me she could not provide me with any documentation that the charges were valid for security reasons. Waitsecurity reasons? Whose security? Chase apparently thinks this is my XXXX account, so whose security are they protecting? If it is my account, there is no security concern in providing me with the information. If there is a security concern because its not my account, this supports my claim that these are unauthorized, fraudulent charges. \nI thought when Chase issued me a new credit card in XXXX this would eliminate any future charges resulting from the initial fraud. Not true. I have not used the new credit card number since it was issued. Therefore, it can not have been compromised again. Yet I have new XXXX charges appearing on my account every month. Per Chase ( XXXX, in particular ), it is allowable for a recurring transaction that tries to charge a closed account to be transferred to a new account for that person. Therefore, a new card does not resolve my problem of XXXX fraudulently charging my card. XXXX does not have my new Chase credit card number ; XXXX continues to charge the compromised card number, and Chase transfers these charges from the closed account to my new account. \nI attempted to lock my card, thinking maybe that would prevent the XXXX charges from going through. But apparently, locking the card does not affect recurring transactions, which the XXXX charge is, since it is charged to my account on the XXXX of each month since XXXX. \nSo Chase wont recognize the charges as fraudulent, or provide proof they are valid ( which might help me address the issue with the merchant by providing account information ). XXXX cant help me resolve this, because I cant provide any account information identifying the account using the credit card XXXX its not my account, so how could I? I dont know a name, an email address, nothing associated with the account that is charging my Chase card. Again, MY XXXX account is properly charging my XXXX card. ) I cant lock the credit card account to prevent the charges. Reissuing the card wont prevent the charges. So what option do I have other than closing this account and severing my relationship with Chase to stop XXXX from charging my credit card {$15.00} each and every month, for perpetuity? From where I stand, I have XXXX choices : close my Chase credit card account completely, since that appears to be the only way Chase will decline the charges, if my Chase account is closed, or continue to pay {$15.00} a month in fraudulent charges for the rest of my life. I am making one last attempt to get you, Chase, to recognize the issue and help me resolve it. All XXXX charges on my Chase account are fraudulent. \n\nA copy of this letter and all supporting documentation has been mailed to both Chases billing inquiries and customer service departments. A copy of this letter without the supporting documentation has been submitted as a secure message via my online Chase account, since all of the supporting documentation other than copies of the emails notifying me of letters is already contained in my online account.","date_sent_to_company":"2020-10-01T21:27:30.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"22554","tags":null,"has_narrative":true,"complaint_id":"3876784","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-10-01T21:17:25.000Z","state":"VA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["XXXX from Chase informed me she could not provide me with any documentation that the <em>charges</em> were valid for <em>security</em> reasons. Waitsecurity reasons? Whose <em>security</em>? Chase apparently thinks this is my XXXX account, so whose <em>security</em> are they protecting? If it is my account, there is no <em>security</em> concern in providing me with the information. If there is a <em>security</em> concern because its not my account, this supports my claim that these are unauthorized, fraudulent <em>charges</em>."],"issue":["Problem with a purchase <em>shown</em> on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[11.684801,"3876784"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":208,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":208}]}},"product":{"doc_count":208,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":64,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":64}]}},{"key":"Credit reporting or other personal consumer 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