{"took":208,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":22,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"13425140","_score":26.612581,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Experian has refused to provide to me the credit file management tool they said anyone could have. In XX/XX/XXXX, I froze my credit files with XXXX credit reporting agencies, knowing that I could quickly and easily remove a freeze by logging into my account online. Experians Web site says, You can freeze and unfreeze your Experian credit file in real time using our online service. You no longer need a PIN to manage your credit freeze with Experian. All you need is a free Experian account to manage your freeze. However, I was unable to create online account access with Experian. Before I was even given security questions to answer, the Web site said it couldnt verify my identity and rejected my attempt at account creation. Rejection screen said I could fix this by uploading an identity document and proof of address. I uploaded a XXXX of my passport and a utility bill, and the screen said my upload was successful but nothing happened after that. Repeated attempts to log in have failed. Repeated attempts to speak to a human being on the phone have failed. Have mailed XXXX letters to their XXXX XXXX department requesting assistance, on XX/XX/XXXX and XX/XX/XXXX, but received no response.","date_sent_to_company":"2025-05-09T16:54:50.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"94903","tags":"Older American","has_narrative":true,"complaint_id":"13425140","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-05-09T16:32:16.000Z","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":["Before I was even given <em>security</em> <em>questions</em> to answer, the Web site said it couldnt <em>verify</em> my <em>identity</em> and rejected my attempt at account creation. Rejection screen said I could fix this by uploading an <em>identity</em> document and proof of address. I uploaded a XXXX of my passport and a utility bill, and the screen said my upload was <em>successful</em> but nothing happened after that. Repeated attempts to log in have failed. Repeated attempts to speak to a human being on the phone have failed."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[26.612581,"13425140"]},{"_index":"complaint-public-v1","_id":"3453744","_score":26.104467,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I attempted to temporarily remove the freeze on my Equifax credit report online, but was unable to do so. I then called Equifax 's automated security freeze number, went through the security verification process and was still unable to temporarily remove the security freeze on my account. Next, I called the customer services number, ( XXXX ) XXXX, specified on Equifax 's website to request they temporarily remove the security freeze from my report. The agent asked for my full name and social security number and my full current address. I told him I have my unlock PIN, which he informed Equifax no longer uses to freeze/unfreeze reports. So, instead, he asked me various questions which \" only I would know '' pertaining to my credit report. \n\nThe agent asked me to list off all credit/department store cards I have ever had, as listed on my report and estimated balances of those accounts as they would appear on my report. Fortunately, I was/am able to access my Equifax credit report through XXXX, so was able to provide the agent with all of the cards and balances as they appear on my report. He then asked me to provide him with the dates and amounts of last payments made to my credit cards, which I read off to him from my XXXX Bank Online Banking platform. Finally, he asked if I had ever disputed the information on my credit report and when. I stated I believed I had disputed a \" late payment '' as reported by Bank XXXX XXXX, but was unsure of the date, as it was some time ago. \n\nThe agent then processed the information I provided and informed he was unable to verify my account. I am consistently able to lock and unlock my reports with both XXXX and XXXX with ease, however always run into trouble with Equifax. Usually, I am able to process my request with Equifax by calling into their automated security freeze telephone system, however this time none of the three methods attempted worked. \n\nEquifax was responsible for my information being leaked during their 2017 Data Breach. As a result, I have spent countless hours ensuring my financial information was secure and have been victim to thousands of dollars worth of attempted fraudulent transactions on my bank/credit card accounts. Given this, the fact that they are unable to verify my credit report details as belonging to me is extremely disturbing -- unacceptable, really. \n\nHaving reasonable and easy access to one 's credit report is vital in order to successfully apply for credit. Instead, Equifax is making me send them a copy of my Drivers License and Social Security Card via fax ( NOT SECURE ) for them to verify my identity and unfreeze my account. \n\nA company so incompetent should not be allowed to continue to exist and regulate the financial reporting of millions of Americans.","date_sent_to_company":"2019-11-29T22:06:16.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"90024","tags":null,"has_narrative":true,"complaint_id":"3453744","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-11-29T21:36:25.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I attempted to temporarily remove the <em>freeze</em> on my Equifax credit report online, but was <em>unable</em> to do so. I then called Equifax 's automated <em>security</em> <em>freeze</em> number, went through the <em>security</em> <em>verification</em> process and was still <em>unable</em> to temporarily remove the <em>security</em> <em>freeze</em> on my account. Next, I called the customer services number, ( XXXX ) XXXX, specified on Equifax 's website to request they temporarily remove the <em>security</em> <em>freeze</em> from my report."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[26.104467,"3453744"]},{"_index":"complaint-public-v1","_id":"3000649","_score":24.471508,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Earlier this month my identity was compromised. This thief has just about all my information and has opened credit cards and accounts credit unions in my name. I need to put a freeze on my credit report and need a copy of my credit report immediately. I have had extreme difficulties doing this with Experian and still have not been successful. \n\nMy identity was compromised on XX/XX/2018. Since then, multiple credit cards have been attempted to be opened in my name. I believe one was attempt was successful but I am unable to find out what company the credit card was opened with because I cant access my credit report. \n\nI have tried to do this over the phone and online with Experian and have been unsuccessful. Also, when I attempt to access my credit report online with annualcreditreport.com I am unsuccessful because my information for the Experian section can not be verified. It is extremely imperative that I receive my credit report so I can contact every creditor on the list and notify them that my identity was compromised and that these accounts need to be canceled immediately. \nI am also unable to freeze my credit report through Experian. When I call or attempt to do so online I receive a notification that it can not be completed. My phone calls are consistently a dead-end. I need to speak with a representative at Experian as soon as possible. \n\nThis thief also opened an online account with XXXX with my personal information, but with their email address. This has been confirmed with XXXX. The thief used my name, SSN and other personal information to create an account but used their own email address and other login information. I cant retrieve this account login information because I obviously do not know their email address or answers to security questions. I believe this is the case for Experian as well, but again, I can not get through to Experian in any way. \n\n\nThank you in advance for your help.","date_sent_to_company":"2018-08-24T04:50:15.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"80203","tags":null,"has_narrative":true,"complaint_id":"3000649","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-08-24T00:40:15.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Earlier this month my <em>identity</em> was compromised. This thief has just about all my information and has opened credit cards and accounts credit unions in my name. I need to put a <em>freeze</em> on my credit report and need a copy of my credit report immediately. I have had extreme difficulties doing this with Experian and still have not been <em>successful</em>. \n\nMy <em>identity</em> was compromised on XX/XX/2018. Since then, multiple credit cards have been attempted to be opened in my name."],"issue":["<em>Unable</em> to get your credit report or credit score"]},"sort":[24.471508,"3000649"]},{"_index":"complaint-public-v1","_id":"3335861","_score":23.329205,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Dear Consumer Financial Protection Bureau, I am trying to place a credit freeze with Experian, and I have been unable to do so. I had no similar difficulty doing the same with XXXX and XXXX \n\nI tried to do this online with Experian, but was unsuccessful. After being asked a number of questions, I was told they could not confirm my identity, and I was instructed to mail supporting documents. I did this a number of weeks ago, and thus far I have received no response. \n\nInitially, I thought I had answered the online questions incorrectly. However, I was able to successfully sign up separately for an account with Experian, and this account enabled me to see my credit report including previous addresses. One of the addresses they have on file for me is incorrect. ( It's a typo of a correct address. ) This was one of the questions that I was asked to verify my identify, so it is clear that what I thought was my error was likely actually their error. \n\nIt is interesting to me, that while I have not been able to place a credit freeze with Experian, every time I log into my Experian account I get all kinds of credit monitoring offers. For example, evidently for $ XXXX/month I can \" lock '' my credit, but nowhere that I can see, can I place the free credit freeze. I wonder why? \n\nI believe it is unacceptable that I should have so much difficulty in trying to protect my credit. I'm sure Experian would make some excuse about protecting against nefarious intent here, by placing a credit freeze. But I be willing to bet the data does not support this, and the overwhelming problem case is identify theft. Rather, it seems clear to me that these companies are engaged in consumer abuse. They maximize profits, by avoiding the costs of adequate computer security, then after they lose our data, they attempt to sell us credit monitoring services. ( It's remarkable that these companies have some of the poorest password policies I have seen ; Try choosing a longer password. ) Frankly, it's amazing. \n\nThank you for your help.","date_sent_to_company":"2019-08-10T05:13:02.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"144XX","tags":null,"has_narrative":true,"complaint_id":"3335861","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-08-10T00:21:13.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Dear Consumer Financial Protection Bureau, I am trying to place a credit <em>freeze</em> with Experian, and I have been <em>unable</em> to do so. I had no similar difficulty doing the same with XXXX and XXXX \n\nI tried to do this online with Experian, but was unsuccessful. After being asked a number of <em>questions</em>, I was told they could not confirm my <em>identity</em>, and I was instructed to mail supporting documents. I did this a number of weeks ago, and thus far I have received no response."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[23.329205,"3335861"]},{"_index":"complaint-public-v1","_id":"21251053","_score":23.181334,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Hi XXXX, XXXX XX/XX/year>, you contacted XXXX to report that XXXX transfers initiated on XX/XX/year>, for {$5500.00}, {$7000.00} and {$2800.00} totaling {$15000.00} through the Wise integration were unauthorized. You also reported that you believed your account had been compromised and that your multi-factor authentication settings had been changed. Upon receiving your report, XXXX treated the matter as a potential account takeover and immediately implemented precautionary security measures including placement of a withdrawal freeze on the account, a credential reset, virtual card replacement, and issuance of an identity verification ( IDV ) request. Following successful XXXX, the withdrawal freeze was removed, and full account access was restored. XXXX also conducted a comprehensive review of account access and transaction activity and we did not identify indicators of unauthorized account access or compromise. Our review confirmed that the login activity was observed from a trusted user device and the transferwise payee was added using the same user device. This device reflects a history of trusted user access sessions throughout the lifetime of the account. It is important to clarify that while Wise transfers are visible within XXXX 's platform due to the account integration, XXXX does not execute, settle, or process Wise transfers. Execution and settlement occur exclusively within Wise 's systems, and XXXX does not possess any technical or contractual mechanism to pause, modify, or reverse completed transfers once they enter Wise 's settlement infrastructure. Furthermore, XXXX is unable to accept losses where an account is compromised when XXXX 's commercially reasonable security measures are successfully executed, but adequate steps to safeguard pertinent information to access the account are not taken. We have determined this is what occurred in this instance. Based on the findings of its investigation, XXXX did not identify a failure in its systems. As such, we are unable to reimburse the reported transactions. We remain committed to cooperating with any further inquiries related to this matter. If you have additional questions or require further assistance, please feel free to contact us via in-app messaging or at XXXX. Best, WISE Transfer not helping my money recover both XXXX and wise are playing.","date_sent_to_company":"2026-04-15T03:17:49.000Z","issue":"Fraud or scam","sub_product":"Foreign currency exchange","zip_code":"78641","tags":null,"has_narrative":true,"complaint_id":"21251053","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TransferWise Ltd","date_received":"2026-04-15T03:12:13.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Upon receiving your report, XXXX treated the matter as a potential account takeover and immediately implemented precautionary <em>security</em> measures including placement of a withdrawal <em>freeze</em> on the account, a credential reset, virtual card replacement, and issuance of an <em>identity</em> <em>verification</em> ( IDV ) request. Following <em>successful</em> XXXX, the withdrawal <em>freeze</em> was removed, and full account access was restored."]},"sort":[23.181334,"21251053"]},{"_index":"complaint-public-v1","_id":"3497976","_score":22.62188,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Re : FactorTrust, Incorporated ( an alternative credit bureau ) On XX/XX/2020 I received an email alert from XXXX  notifying me of a change in my XXXX   credit report at XXXX XXXX. When I got home from work, I immediately accessed my credit report and noted that a hard inquiry by XXXX XXXX XXXX had been completed. I had not sought out the services of XXXX XXXX XXXX nor authorized XXXX XXXX XXXX to perform any inquiry. I immediately called XXXX XXXX XXXX and notified them of possible identity theft and fraudulent activity. They stated that it was an \" online '' loan application. I then stated that it definitely was not me and I was provided a customer service reference number by XXXX XXXX XXXX. I then began the process of placing security freezes and fraud alerts with XXXX, XXXX, and XXXX. When reviewing my credit reports I saw an unauthorized inquiry by FactorTrust, Incorporated.  I did not recognize that company so looked it up on the internet and found that they are an \" alternative credit bureau '' that is used by XXXX XXXX XXXX. I was unable to talk to a customer service representative at FactorTrust that evening because their hours of operation are from XXXX XXXX to XXXX XXXX Eastern Time. So, I attempted to access THAT credit report to place a security freeze and I was unable to successfully \" verify my identity '' by the questions posed ( I now know that they have created a credit report on me FULL of inaccuracies and will explain further. ) As I was unable to answer the verification questions ( which I have been able to do for over 30+ years with no problems with all other agencies ) I called their customer service number on XX/XX/2020 to notify them that XXXX XXXX XXXX was not authorized to do a credit inquiry and to place a fraud alert and security freeze on the credit report. The representative I spoke with did note that I had had difficulty signing on because of the \" failures '' on the security questions. Once I satisfactorily answered questions to verify my identity with the agent, I was provided a fax number and provided directions on placing a security freeze. I filled out a form and faxed it with supporting identification on XX/XX/2020. I have YET to  receive confirmation on the security freeze as of XX/XX/2020. As I was able to finally see the \" credit report '' generated by FactorTrust ( once the agent assisted me ) I  noticed multiple inaccuracies and items on the report that are not part of credit reports. First off, the report generated by FactorTrust , Inc. was done on XX/XX/2020 ... they have nothing prior to XX/XX/2020. Secondly, it had information included on the credit report that is not on the \" big '' three namely, a bank routing and account number and a loan number for XXXX XXXX XXXX with the amount of the \" payday '' loan ( yes, it said the type of loan it was ). In addition, it had my so-called salary and my so-called payroll frequency ( both incorrect ). With this information, I looked up the routing number and called the bank ( not a bank nor branch available in my state so obviously not mine ) and I notified that bank that my name, DOB, and SSN was used to obtain a loan fraudulently and that their bank is listed on my credit report. Their customer service department took the information on the evening of the 7th and said that they were forwarding it to their fraud department. I spent hours on the 7th and 8th trying to reach \" real '' people in various agencies/companies desperate to make sure the thief 's damage was contained. On XX/XX/2020 I filed an Identity Theft Report with the Federal Trade Commission naming XXXX XXXX XXXX and FactorTrust, Incorporated as unauthorized users of my personal information. Copies of the the FTC Identity Theft Report were provided XXXX XXXX XXXX and to all credit reporting agencies including FactorTrust, Incorporated, and disputes filed to have the inquiries removed. After filing the report and reading my rights under the Fair Credit Reporting Act I contacted the bank that was listed on my FactorTrust, Incorporated credit report to ask what information I needed to provide to them to obtain copies of the application someone used to open the bank account using my information. It was at this point that I learned that the bank account was not associated with my name and SSN. I explained that FactorTrust, Inc. has it associated with my personal identifying information and the bank stated that the information must have come from the XXXX XXXX XXXX loan application. In truth, FactorTrust, Inc. generated an inaccurate, falsified Consumer Disclosure Credit Report about ME using information from an ONLINE PAYDAY LOAN application. On XX/XX/2020 I mailed a letter to FactorTrust, Incorporated requesting that they A ) delete and block XXXX XXXX XXXX from my credit report, and B ) that they delete and remove my entire consumer report file that they generated as the result of identity theft and fraud. On XX/XX/2020, I faxed a duplicate request to FactorTrust Incorporated along with the FTC Identity Theft Report. To date, FactorTrust, Inc. has still not notified me of my requested security freeze status. To date, FactorTrust Inc. is the only credit reporting agency that has not removed the fraudulent inquiry and information. To date, the only correspondence I have received from them is an email in response to my disputes about the false information and the XXXX XXXX XXXX inquiry. Email reads as follows : Good morning, We are in receipt of your dispute and have started the investigation process. Please provide us proof and back up supporting your claims. This supporting documentation can be mailed or faxed in to us. If you have any questions or concerns, please give us a call at ( XXXX ) XXXX. \nThanks, Consumer Support FactorTrust, Inc. \nXXXX XXXX XXXX XXXX, GA XXXX Fax XXXX To summarize : FactorTrust , Inc. is party to creating a Consumer Disclosure Credit Report full of inaccurate and false information based on an online application created by an identity thief. MANY of the items on the FactorTrust, Inc. credit report are not found on my XXXX, XXXX, and XXXX  reports. FactorTrust, Inc. is the least responsive to my requests to correct and delete any and all information they collected on me as the result of identity theft.","date_sent_to_company":"2020-01-22T19:34:32.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"750XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3497976","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FactorTrust, Inc.","date_received":"2020-01-16T01:48:02.000Z","state":"TX","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["So, I attempted to access THAT credit report to place a <em>security</em> <em>freeze</em> and I was <em>unable</em> to <em>successfully</em> \" <em>verify</em> my <em>identity</em> '' by the <em>questions</em> posed ( I now know that they have created a credit report on me FULL of inaccuracies and will explain further. ) As I was <em>unable</em> to answer the <em>verification</em> <em>questions</em> ( which I have been able to do for over 30+ years with no problems with all other agencies ) I called their customer service number on XX/XX/2020 to notify them that XXXX XXXX XXXX was not"]},"sort":[22.62188,"3497976"]},{"_index":"complaint-public-v1","_id":"3282797","_score":22.476162,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"To Whom This May Concern : I am filing this complaint due to lack of resolution with Equifax to make my credit file available to creditors. I have had two scenarios in which my credit files was not made available to a creditor whom I had been applying with for a home construction and mortgage loan. The first scenario was with XXXX XXXX XXXX when I had applied for a construction loan. The second scenario was when I was refinancing the construction loan to a permanent home mortgage with both XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. During both scenarios I had called Equifax to lift a credit freeze on my file and remove fraud alert. All attempts to lift my credit file freeze and remove the fraud alert resulted in Equifax confirming the freeze lift and my creditor unable to view my credit file. During the second scenario I had requested that the credit freeze and fraud be permanently removed from my file in hopes to correct any glitches with Equifax. Unfortunately, the result was the same with my creditors unable to view my credit file. In disbelief of the situation at hand, I attempted to use the free annual credit report overseen by the US government, however I was unable to view my Equifax credit report. I find myself in a situation where I will be unable to apply for loans due my Equifax credit report being unavailable to creditors whom I apply with. I have exhausted my efforts to resolve this situation with Equifax and hope that this complaint will yield better results than I have had alone. Below is a list of dates, given to the best of my knowledge, in which the above described scenarios occurred : Scenario 1 XX/XX/XXXX - XX/XX/XXXX Requested Equifax freeze lift via online, resulted in online request unavailable Called Equifax to lift credit freeze XXXX XXXX was unable to view credit file ( application for construction loan ) Called Equifax to report problem, Equifax representative suggest XXXX to call the business customer service phone number XXXX XXXX called the Equifax business customer service with no resolution, XXXX had made an executive exception to allow me to apply for the construction loan without the Equifax credit report Scenario 2 XX/XX/XXXX Called Equifax to request credit lift between the dates of XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX was unable to view my credit file and instructed me to call the consumer validation line at Equifax at XXXX to verify all of the information I called the number to verify my information Equifax advised that the freeze lift was a global lift and any creditor could view my file, I relayed this information to XXXX 3. XX/XX/XXXX XXXX advised me that they required a pin number to view my file My response to XXXX was that a pin to open my credit file does not exist and advised XXXX to call the Equifax Business customer service Called Equifax fraud department XXXX to permanently remove the fraud alert Called Equifax to permanently remove credit freeze 4. XX/XX/XXXX XXXX reported back that my credit file with Equifax was still not obtainable 5. XXXX XXXX XXXX XXXX was also unsuccessful to view my Equifax credit file during the credit freeze lift period of XX/XX/XXXX XXXX XX/XX/XXXX During all customer service calls with Equifax I was successful at proving my identity by passing the four security questions.","date_sent_to_company":"2019-06-21T05:45:24.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"92570","tags":null,"has_narrative":true,"complaint_id":"3282797","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-06-21T05:35:28.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX XXXX was also unsuccessful to view my Equifax credit file during the credit <em>freeze</em> lift period of XX/XX/XXXX XXXX XX/XX/XXXX During all customer service calls with Equifax I was <em>successful</em> at proving my <em>identity</em> by passing the four <em>security</em> <em>questions</em>."],"issue":["<em>Unable</em> to get your credit report or credit score"]},"sort":[22.476162,"3282797"]},{"_index":"complaint-public-v1","_id":"10464929","_score":21.93922,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year> at approximately XXXX I attempted to purchase a refurbished XXXX XXXX XXXX XXXX XXXX website. I recently opened XXXX cards with Citi. The first one was a Citi XXXX XXXX XXXX XXXX XXXX XXXX that I had been using without issue for the past week. I attempted to pay for the computer using the card via XXXX and the purchase did not go through, and I received a fraud alert. I called the provided phone number and answered all the correct security questions, but the representative said that they could not verify my identity, could not use my phone to verify my identity, and would need to send me a letter in the mail. \n\nI am a XXXX XXXX and rely on having a computer in order to remain employed. My previous computer died the day before and I needed to purchase one as soon as possible so I could set it up for my workday. In the time it took to answer the many, many questions the representative asked, the computer I was attempting to purchase sold out and is no longer available. \n\nAt that point, I attempted to purchase a different computer - one less suited for my job - using my other Citi card, a Citi Double Cash card. Before the purchase I made sure to go into the Citi app and submit a notification for an upcoming large purchase. I received an email confirmation that Citi received the notification, and then attempted to use my Double Cash card to complete the purchase. It seemed successful. \n\nShortly after that, I received an email from XXXX saying that there was an issue with the payment for my order. I would like to emphasize that I did NOT receive any text or notification from Citi about this. I immediately opened the app and saw that there were now two fraud notification - one for each card.\n\nI called again. I went through every step of verifying my identity again. I gave the correct answer to my security question. I was told that again, they could not verify my identity, and that they would need to send me a letter. They were unable to confirm that they were sending the letter to the correct address, or that they were even sending it this week. I then asked if I could simply close my accounts, and was told I would not be able to do that until I confirmed my identity after receiving \" information in the letter. '' I am now unable to use either credit card and unable to close the accounts. Payment is due on one of the cards in a few days and I am concerned that it will not go through. This process has wasted my time and my employer 's time, as I still have not been able to complete the purchase of a new laptop and am thus unable to work. \n\nI am able to afford to pay for a new laptop out of pocket, but if I were in a position where that wasn't the case, this process would not only have left me frustrated and with no lines of credit, it would have jeopardized my job. As it stands, it may damage my credit if I am unable to pay my bill on time.\n\nThis is apparently a frequent issue. The AAdvantage Platinum card had a bonus offer of XXXX miles as long as I spent {$3500.00} in the first 3 months of the account. Purchasing this laptop would have been enough to reach that, so I believe that these fraud alerts and card freezes are intentional and meant to block users from actually receiving the promised benefits. If you are considering opening a card with Citi, I urge you to reconsider.","date_sent_to_company":"2024-10-15T15:59:24.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"02906","tags":null,"has_narrative":true,"complaint_id":"10464929","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-10-15T12:07:37.000Z","state":"RI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Add-on products and services"},"highlight":{"complaint_what_happened":["I called the provided phone number and answered all the correct <em>security</em> <em>questions</em>, but the representative said that they could not <em>verify</em> my <em>identity</em>, could not use my phone to <em>verify</em> my <em>identity</em>, and would need to send me a letter in the mail. \n\nI am a XXXX XXXX and rely on having a computer in order to remain employed. My previous computer died the day before and I needed to purchase one as soon as possible so I could set it up for my workday."]},"sort":[21.93922,"10464929"]},{"_index":"complaint-public-v1","_id":"8102422","_score":21.2493,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XXXX I received a letter in the mail asking for a copy of my tax return to complete an application for credit that I did not initiate. After contacting the sender and reporting the application as fraudulent, their representative suggested I contact the credit bureaus and place a freeze on my credit, in addition to pulling a copy of my credit report. \nOn XXXX, I attempted to pull a copy of credit report from Experian to check for other fraudulent activity, but Experian 's website would not allow me to login, and suggested I call them at XXXX. \nI called XXXX several times in an attempt to fix my issue with logging in, and Experian appears to have an automated system that is designed to frustrate callers into giving up on trying to reach a live agent. The automated system stated it would send me a temporary password and a reminder of login name via email, but would not confirm what email address. \nWhen I finally spoke with an agent who identified herself as XXXX, she had me confirm my identity and while reading me the security questions, interrupted me several times, and then selected \" none of the above '' for my checking account number verification, without me instructing her to do so. \nWhen I asked XXXX to speak with a supervisor, she declined to transfer me immediately, and I informed her I would be filing a complaint with the CFPB, as I had informed her I had multiple checking accounts and was reading off the checking account numbers to her one at a time, to see if any of them matched one of the possible answers to the security questions she asked me, before she interrupted me multiple times and had eventually selected an option for me, without me instructing her to do so. \nXXXX eventually transferred to a supervisor named XXXX, who then told me she would let the management team know about XXXX 's service, and agreed to assist me in logging into Experian 's website. The supervisor XXXX stated that she was unable to access the security question that XXXX was provided, and as a result, she would need to wait 72 hours in order for the system to generate new security questions to allow me to attempt to fix my access again. \nSo in the end, Experian was successful in their efforts to prevent me from pulling my free credit report in order for me to identify any other fraudulent credit activity.","date_sent_to_company":"2024-01-03T23:28:32.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"97211","tags":null,"has_narrative":true,"complaint_id":"8102422","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-01-03T22:46:15.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem getting your free annual credit report"},"highlight":{"complaint_what_happened":["When I finally spoke with an agent who identified herself as XXXX, she had me confirm my <em>identity</em> and while reading me the <em>security</em> <em>questions</em>, interrupted me several times, and then selected \" none of the above '' for my checking account number <em>verification</em>, without me instructing her to do so."],"issue":["<em>Unable</em> to get your credit report or credit score"]},"sort":[21.2493,"8102422"]},{"_index":"complaint-public-v1","_id":"7286178","_score":14.947044,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am unable to log into my experian account and it shows a wrong tel number and wrong address in Ohio and I emailed to their support there and no replies and no way to reach them by XXXX XXXX XXXX To : XXXX XXXX Wed, XX/XX/XXXX at XXXXXXXX XXXX Help us verify it's you Your security matters to us, so please confirm your identity first. We'll send a XXXX verification code to the phone number on your account. XXXX XXXX XXXX XXXX XXXX XXXXXXXX Prove it's you another way Enter the phone number listed above XXXX XXXX XXXX XXXX How would you like us to send you the code? Text Message everday I call and get no help and noone and send emails/ this is urgent i must see my credit report and have access. I believe I have successfully put on a credit alerft fraud and also credit freeze. \nsee emails recently XXXX / Sent XXXX XXXX XXXXXXXX To : Experian ( XXXX ) Fri, XX/XX/XXXX at XXXX AM this is useless and I will pursue a federal case against XXXX. no one calls me and this has been going on a long time. shame on you On Friday, XX/XX/XXXX at XXXXXXXX XXXX XXXX, Experian ( XXXX ) XXXX wrote : Dear XXXX, Thank you for contacting Experian XXXX appreciate having the opportunity to assist you and strive to provide you with the best customer experience possible. \n\nTo resolve this situation, I am going to create a case for you, so that we can investigate this issue and remediate it as quickly as possible. Your confirmation number of this investigative escalation is XXXX. \n\nI truly appreciate your patience regarding this situation and apologize for any inconvenience this has caused you. \n\nIf you have any questions, simply reply to this email or give us a call at XXXX Monday through Friday XXXX am to XXXX pm and Saturday and Sunday XXXX am to XXXX pm XXXX XXXX. We are happy to help. \n\nSincerely, Aligrace A. \n\nYour Team at Experian -- -- -- -- -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : da le [ XXXX ] Sent : XX/XX/XXXX XXXX PM To : XXXX Subject : Re : \" RE : XXXX [ XXXX ] Re : XXXX # XXXX # >> '' the old XXXX account is not the same and I have not used it years so either reply to me here or to XXXX which is different as it has a period between XXXX and XXXX and old XXXX not around. email me or get a manger this is terrible service. \nOn Thursday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX wrote : have you escalated this. \nOn Thursday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX wrote : it does not let me proove this any other way that also did not work. I tried it many times. \nOn Thursday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX wrote : that is not my phone number. My XXXX, XXXX is XXXX and has been for many, many years.Also, I am told you showed an Ohio address and my address is XXXX XXXX XXXX, XXXX XXXX, XXXX, Tx XXXX and also has been for years. \nalso. I should have a fraud alert and credit freeze placed on my credit account and please confirm XXXX have had several instances fo identify theft recently with attempts to get auto mortgage and fake checks. and I have filed both CFPB and also local police complaints.You need to seriously escalate this matter. XXXX XXXX _____________________________________ Help us verify it's you Your security matters to us, so please confirm your identity first. \n\nWe'll send a XXXX verification code to the phone number on your account. \n\n( *** ) *** - XXXX Prove it's you another way Enter the phone number listed above How would you like us to send you the code? \nText MessagePhone Call On Thursday, XX/XX/XXXX at XXXX AM XXXX, Experian ( XXXX ) XXXX wrote : | | | | | | | | Dear XXXX, Thank you for contacting Experian XXXX. We appreciate having the opportunity to serve you. \n\nIf you did not recognize the phone number, please check your username first. \n\nWhen you go to https : //usa.experian.com/login, you will also see a \" need help with username link '' please follow this link and it will email you your username. \n\nAfter you retrieve your username, please then go through the forgot password link. \nEnter your XXXX Enter your phone number Choose Text Me or Call Me to receive a verification code Enter the verification code Follow instructions to change your password Dont worry if you do not have access to the on-screen phone number anymore, you can choose prove it's you another way instead. \n\nIf this does not resolve your login issue, please send a screenshot of the email with your username to us. \n\nIf you ever have questions or require assistance with your credit monitoring needs, simply reply to this email. If you have further questions, simply reply to this email or give our XXXX XXXX team a call at XXXX Monday through Friday XXXX a.m. to XXXX p.m. and Saturday and Sunday XXXX a.m. to XXXX p.m. XXXX Time. Sincerely, Aligrace A. Your Team at Experian -- -- -- -- | | | | | | | | | | -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : da le [ XXXX ] Sent : XX/XX/XXXX XXXX AM To : XXXX Subject : [ XXXX ] Re : XXXX # XXXX # XXXX XXXX email : Do not click the links. Verify legitimacy before taking action. \n\nI am unable to log in and it will not work. and the telephone number listed last digits is not mine my tel is XXXX please assist me to get the free XXXX and to communicate with a rep.David Leitmanlast XXXX of XXXX XXXX XX/XX/XXXX On Monday, XX/XX/XXXX at XXXX PM XXXX, XXXX XXXX XXXX wrote :","date_sent_to_company":"2023-07-21T20:11:55.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"75252","tags":"Older American","has_narrative":true,"complaint_id":"7286178","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-07-21T20:04:28.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["I believe I have <em>successfully</em> put on a credit alerft fraud and also credit <em>freeze</em>."],"issue":["<em>Unable</em> to get your credit report or credit score"]},"sort":[14.947044,"7286178"]},{"_index":"complaint-public-v1","_id":"19589390","_score":14.0263195,"_source":{"product":"Credit card","complaint_what_happened":"Attached is my formal written complaint outlining a serious accounttakeover incident, denial of access to my own account, failures in identity verification, unexplained reversals, and improper handling of contractual benefits. \n\nI am requesting immediate resolution. If I do not receive a meaningful response and full restoration of access by the next 24 hours, I will submit this complaint to the Consumer Financial Protection Bureau ( CFPB ) and any other applicable regulatory bodies without further notice. \n\nPlease treat this matter as urgent, as my account remains inaccessible and I can not determine the extent of unauthorized activity or financial harm. \n\n\n\nFormal, LegalStyle Version ( CFPB Complaint/ Legal Correspondence ) Re : Urgent Complaint Regarding Account Takeover, Failure to Secure Account, Improper Verification Practices, Unauthorized Reversals, and Denial of Contractual Benefits ( Bilt / XXXX  ) I am filing a formal complaint regarding Bilts and XXXX failure to secure my account during an active accounttakeover incident, the refusal to perform reasonable identity verification, and the resulting financial and contractual harm. The handling of this matter represents a severe breakdown in security, compliance, servicing, and consumerprotection obligations. \n\nI. Summary of the Incident On the dates in question, I began using the Bilt XXXX XXXX on XX/XX/year>. On XX/XX/year>, I became aware of a data leak and hacking affecting multiple accounts. My Bilt/XXXX/ XXXX XXXX XXXX account was compromised as part of a broader hacking incident affecting multiple financial platforms. \n\nWhile I was engaged in a live call with Bilt support, the attacker changed the phone number associated with my Bilt/XXXX/ XXXX XXXX XXXX account in real time. I witnessed the unauthorized change occurring directly within my account interface. I immediately notified the Bilt representative, who asserted that the matter was being escalated. No action was taken to prevent further unauthorized changes or to secure my account. Shortly thereafter, I was logged out and unable to regain access. \n\nAt this time, I can not determine the full extent of any financial loss or unauthorized transactions because I can not access my account. Bilt/XXXX  XXXX XXXX failure to restore secure access has prevented me from verifying which transactions posted, which were reversed, and whether any transactions were unauthorized. \n\nThis failure to intervene during an active takeover directly enabled additional unauthorized activity, prevented me from securing my account credentials, and caused significant and ongoing harm. \n\nII. Improper Identity Verification Procedures Following the lockout, I attempted to regain access. When speaking with a representative named XXXX the next morning ( approximately XXXX XXXX to XXXX XXXX ), I was informed that support could not verify my identity because I no longer had access to the phone number the hacker changed. \n\nThis rationale is legally and procedurally indefensible. I offered to verify my identity via : Social Security number Date of birth Security questions Any other standard verification method Despite this, the representative refused all alternatives. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. \n\nAt XXXX XXXX., I called that number and was successfully verified, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard verification practices. However, that department could not help me and directed me back to XXXX. \n\nAt XXXX XXXX., I called XXXX, where XXXX was excellent. She reviewed my account and reported a different spend amount than XXXX had provided. XXXX also stated that her department could not help with what I needed to do and referred me back to XXXX. \n\nAt XXXX XXXX., I called back and spoke with XXXX, who was also excellent but could not help me and told me to write an email to support or go on chat. \n\nI do not have actual times for Saturday because I was not aware of, or tracking, these events at that time. When I discovered what had happened, I spent 89 consecutive hours calling banks and other accounts and logging in to change credentials. For some accounts ( e.g., AA ), I required the institutions assistance to change the email address. BiltXXXX did not provide comparable support or a functional path to regain access. \n\nIII. Inconsistent Account Information and Unexplained Reversals Once verified, representatives provided spending and transaction figures that did not correspond to the actual activity on my account. Several valid transactions were reversed without my authorization or any explanation, including : DMV payments XXXX purchases Additional transactions that appeared and disappeared from my historical totals Because I remain locked out of the account, I have no ability to determine : Which transactions posted Which were reversed Which bills remain unpaid, including bills due within 2448 hours The inability to access or validate my own account activity presents significant financial harm, including late fees, service interruptions, and potential credit consequences. \n\nIV. Failure to Provide Contractual Status, Credits, and Rewards I was informed by multiple representativesmost notably XXXX on Saturday ( he was amazing ), that I had surpassed the spend threshold required to reach the higher status tier. Despite this, my account continued to display a lower status, and I was unable to access benefits associated with the tier I had already earned. \n\nThe XXXX XXXX XXXXomes with XXXX status, yet my account was not showing XXXX ; it was showing XXXX status. \n\nSpecifically, I was unable to access the {$200.00} semiannual hotel credit. \n\nBecause I was not showing XXXX level, I was not permitted to proceed. I called Bilt, and XXXX confirmed I was actually XXXX ; however, I still could not access the semiannual credit. \n\nFurthermore, I enrolled for the XXXX XXXX  through XXXX ( XXXX ) under a promotional offer allowing 5X on the first {$10000.00} in spend within five days. I completed this spending requirement on the first day. \n\nI strategically delayed activating the Bilt XXXX XXXX ( which adds an additional 1X up to {$5000.00} increments ) until after confirming my qualifying spend, because I was told the XXXX  and the XXXX bonus would not stack. \n\nAfter confirmation, I activated the Accelerator using {$200.00} in Bilt XXXX in reliance on Bilts representations. Now Bilt/XXXX claims I spent thousands less than I did, threatening my eligibility for both the XXXX bonus and the proper application of the XXXX. \n\nV. Repeated Failure to Escalate, Respond, or Provide Remedy Multiple representatives stated that my case was escalated but could not provide : A timeline A reference number A point of contact Any interim solution to regain access On a prior matter, I was explicitly told to expect a call back within 48 hours ; no such call occurred. \n\nI have attempted resolution via every available channel : Multiple phone numbers Email Support chat ( including one instance waiting over 7.5 hours ) No meaningful action has been taken. \n\nVI. Requested Relief I request that XXXX ( as issuer/servicer ) and Bilt ( as the program/platform administrator and frontline support channel ) be directed to take the following actions immediately : XXXX. Restore secure access to my account, reversing unauthorized changes to my phone number and/or email. \n\n2. Provide a complete, itemized transaction history for the relevant period, including postings, reversals, declines, and authorizations.\n\n3. Reconcile and correct the spending totals, including all reversed or misreported transactions.\n\n4. Honor the promotional terms associated with the XXXX offer and correct any negative impact caused by these servicing failures. \n\n5. Reinstate and make available the {$200.00} semiannual hotel credit or provide equivalent compensation. \n\n6. Provide written documentation explaining the handling failures and the steps that will be taken to prevent recurrence. \n\n7. Assign a dedicated escalation representative with authority to resolve the matter promptly. \n\nI request to be contacted at my registered phone number, XXXX, which was changed without my authorization. This number should be reinstated to my account. \n\nVII. Conclusion This situation reflects a severe breakdown in Bilt/XXXX accountsecurity protocols, identityverification procedures, and consumerservicing obligations. Other institutions affected by the same hacking event resolved my issues, some within minutes. Bilt/XXXX XXXX XXXX failure to act during an active account takeover not only enabled further unauthorized activity but has caused extensive financial and administrative harm. \n\nI request immediate regulatory assistance to secure my account, correct financial inconsistencies, and enforce the contractual benefits owed to me. \n\nXXXX XXXX I wanted nothing more than to change my email, password, and account credentials so I could secure my account. That has not been possible. I signed up with a promotional offer that expires tomorrow, and I have no idea whether any of my bonus points have been posted or stolen. When I asked, I was told that the department handling rewards could not verify my identitydespite the fact that another department had fully verified me using all of my personal information. Because the hacker changed my phone number, Bilt/XXXX XXXX XXXX refused to use any reasonable alternative verification method, and support teams could not communicate internally to resolve it. \n\nThroughout this process, I have been repeatedly bombarded with MFA ( multifactor authentication ) emails and requests that were not initiated by me. I had to constantly respond to these alerts for fear of additional unauthorized access, which made it impossible to rest or function normally. This has caused considerable stress, loss of sleep, and constant disruption. \n\nAt this point, I have spent close to 17 hours researching the issue, attempting to reach different departments, finding alternative ways to contact Bilt/XXXX XXXX XXXX, writing this complaint, and repeatedly calling for help. During this time, I have been unable to work, resulting in lost income, in addition to the emotional strain and the time spent trying to protect an account that the company failed to secure. Over the last weekend I received 2 calls from XXXX and Bilt and they both did not know the others information and after an hour with each, they both said they would escalate it. I did find that they did not freeze the account as requested and we figured out almost {$10000.00} was charged after I requested the freeze.","date_sent_to_company":"2026-02-18T15:36:16.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"92127","tags":null,"has_narrative":true,"complaint_id":"19589390","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Bilt Technologies, Inc.","date_received":"2026-02-18T15:26:54.000Z","state":"CA","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I offered to <em>verify</em> my <em>identity</em> via : Social <em>Security</em> number Date of birth <em>Security</em> <em>questions</em> Any other standard <em>verification</em> method Despite this, the representative refused all alternatives. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. \n\nAt XXXX XXXX., I called that number and was <em>successfully</em> <em>verified</em>, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard <em>verification</em> practices."]},"sort":[14.0263195,"19589390"]},{"_index":"complaint-public-v1","_id":"3807986","_score":13.116861,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The Fair Credit Reporting Act, 15 U.S.C. 1681, is U.S. Federal Government legislation enacted to promote the accuracy, fairness, and privacy of consumer information contained in the files of consumer reporting agencies. It was intended to protect consumers from the willful and/or negligent inclusion of inaccurate information in their credit reports. To that end, the FCRA regulates the collection, dissemination, and use of consumer information, including consumer credit information. Together with the Fair Debt Collection Practices Act, the FCRA forms the foundation of consumer rights law in the United States. It was originally passed in XXXX, and is enforced by the US Federal Trade Commission, the Consumer Financial Protection Bureau and private litigants. \n\nThis complaint is to advise that Equifax has failed to honor our rights under the FCRA act which gives  us the right to obtain a FULL, COMPLETE, PRINTED copy of our credit reports upon request! The option to dispute, delete, suppress and opt out of inaccurate consumer reporting. \n\nOn XX/XX/XXXX, my daughter and I submitted an online request at XXXX to receive copies of our credit reports! We were denied access because we failed to answer security questions correctly due to the information not belonging to us. Her report was asking questions about me and my report was asking questions about her. We were also being asked questions that we thought didn't apply to us because neither of us have accounts associated with some of the security questions asked. That same day, we called Equifax and spoke to someone over the phone and requested to receive copies of our credit reports to be mailed to us! The agent was not from the United States so there was a language barrier issue. The agent continued to ask us NONE specific questions like, do you have a car loan, student loan or mortgage that was obtained within the last 2 years and if so, what is the name of the provider, original loan amount and monthly payment due. Every time we gave him our student loan information he would ask if we had anything else. Any other loans. We continued to name each student loan listed on our XXXX XXXX accounts because we didn't have physical copies of the reports and needed them to see the accuracy of everything. We continued to fail verification even though we provided information exactly as presented on the XXXX XXXX app. The agent was confused about how to pronounce the words, when we asked him to spell things, he got mad and eventually hung up on us. \n\nOn XX/XX/XXXX we tried calling Equifax again requesting copies of our credit reports. We received another NONE United States agent. This time the questions made a little more since but the agent still was confused about the difference of HAD and HAVE. We asked him if he was saying H.A.D as in old and closed or H.A.V.E as in current and opened. He said either one would be fine. So we gave him our CURRENT account information and failed verification again! We requested a supervisor and he hung up on us instead! \n\nOn XX/XX/XXXX we called Equifax to request a copy of our credit reports and spoke to another NONE US Citizen. She was very polite at first and then got upset when we asked her speak a little slower so that we can understand what she was saying. She said that she had other calls that she needed to take and didn't have time to keep talking to us. We asked for her supervisor and she said that there wasn't an available supervisor but she could take our number and have one call us back. We told her that we didn't have a phone so we'd like to just continue waiting on hold. She hung up on us. \n\nOn XX/XX/XXXX, we called Equifax and spoke to an agent that was able to assist us properly. He was understanding of our concerns and promised that we'd receive our credit reports within the next 7-10 business days. We never received a copy of the reports. \n\nOn XX/XX/XXXX, my daughter and I called CFPB and submitted a complaint # XXXX against Equifax and it read as follows : \" My complaint is that the credit report is adding us as aliases of one another so my information is on my daughter credit report and her information is on my credit report. We have send in documentation several time to proof that we are not the same individual, they have refuse to separate us. Even though we have different last name, different social security and different date of birth. They have refuse to send us both copies of our most resent credit report. We requested they put a freeze on both of our credit report and they haven't done so. They have fails to verify the accuracy of the information that they are adding to both of our credit report. This causing us both to be denied credit, apartments and other assistance the information that we giving them is not matching with the information that is been reported to our credit report. We have requested the they separate us and they haven't done so. '' The CFPB agent didn't include exactly what we advised her to say but, it was close enough! So we just waited for a response from Equifax. On XX/XX/XXXX, Equifax responded to the CFPB that they needed more time, they were still working on the complaint, that they would do an investigation and send us copies of our credit reports after the investigation was done. On XX/XX/XXXX, 35 days later, the company closed out the complaint stating that they needed more information from us. Therefore, refusing to send us copies of our credit reports and no information regarding the investigation. So basically, they just stalled out the process only to deny us access to our credit reports again! \n\nOn XX/XX/XXXX, we filed another complaint # XXXX with CFPB because Equifax kept reporting incorrect information. The complaint read as follows : \" Company reported the incorrect balances in XXXX, XXXX & XX/XX/XXXX. Investigation didnt resolve the problem. Only made it worse. My credit score decreased by 79 points because the company reported balances that were not equivalent to the actual statement balances. Theyre reporting balances AFTER the statement closes which are higher. I was denied credit and denied credit line increases because my utilization has been at 58 % or higher because of their errors instead of being at the recommended 30 % or less. '' Equifax responded on XX/XX/XXXX stating that they'd completed the investigation and send us the results after the credit card companies respond to them. We have received no results, no credit reports, no information from the credit bureau at all. Another refusal to give us access to our reports! \n\nOn XX/XX/XXXX, I registered and paid for the 3-in-1 report and scores from XXXX  because I was not successful with Equifax directly. I reviewed the report and called Equifax to request deletion of all incorrect personal information. I asked that ALL misspelled names, addresses, phone numbers, employers, fraud alert and inquiries are removed, deleted and suppressed effective immediately. I also requested to be permanently removed and opted out of all soliciting, marketing, promotional offers and information sharing or selling. I advised the agent that I did not want anyone to be able to access my credit report without my permission. We added a security freeze! I was not provided with a pin number nor was I able to create my own. I also requested to receive a NEW, FULL, COMPLETED, PRINTED copy of my report AND a separate copy of the investigation. As of today, XX/XX/XXXX, I have received nothing. No credit report or investigation results. \n\nOn XX/XX/XXXX, I printed, mailed and faxed a dispute letter to Equifax regarding incorrect information being reported on my credit report. As of today, XX/XX/XXXX, I have not received a response, no investigation results, no new credit report. ( Letter Attached ) On XX/XX/XXXX, my daughter and I called Equifax again! Requested the same information above less the security freeze! We requested a FULL, COMPLETE, PRINTED copy of our credit reports and to be opted out of soliciting, information sharing, marketing and for our files to be suppressed. This company is fraudulently reporting incorrect information for my daughter and I. They are fraudulently reporting that we are the same person. They are illegally reporting that we are aliases of one another. We do have the same first name only and different last names. She's my daughter so we have resided at the same addresses and we've been authorized on each other 's credit cards, etc BUT we have different date of birth 's and different social security numbers. This company has failed to verify any type of facts before sharing personal information and details. Because the names are similar, they never take the time to confirm and verify if it is the same person or not. They have caused my daughter and I to be declined credit, declined rental assistance, rejected applications and higher interest rates and security deposits. They have never verified if we are the same person or not even though our information is completely different. Both of our information is listed on each other 's credit reports, public records, background checks, employment history, 3 major credit reporting agencies, insurance reports, etc ... We are requesting that this company completely remove all incorrect information listed in the attached letters effective immediately! We are requesting that the company sends each of us SEPARATE copies of our credit reports and files for us to each review. We are requesting that a security freeze is added to both of our files so that no further misleading, misinformation, incorrect, fraudulent information is reported again. We are requesting that they refund us for the extra time and money that we had to pay out of pocket to dispute, repair and correct our profiles only for them to submit the incorrect information illegally again. We are requesting a refund of the extra interest rates that we were charged because our scores decreased due to incorrect reporting. We are requesting that this information is completed expeditiously and that it is not delayed or held up any further. This company stated that they have no control over what other company 's submit to them or have no control over what my score is or what my report reflects. This company continues to report the wrong name, spelling of my name, wrong last name, wrong addresses, wrong phone numbers and wrong credit information. This company has failed to send us a physical paper copy of our credit reports. I have called them consistently requesting a paper copy of my report. WE WANT A PHYSICAL COPY OF THE REPORT! WE DO NOT HAVE A PERSONAL COMPUTER, PRINTER, COPIER OR FAX MACHINE! SEND A PAPER STATEMENT OF THE ACTUAL REPORT! They have also failed to remove any incorrect information for me including personal information, credit inquires and credit accounts. WE NEED AN EXPEDITED, CURRENT COPY OF OUR CREDIT REPORT TO BE SENT TO US VIA OVERNIGHT SHIPPING EFFECTIVE IMMEDIATELY! '' They ask for our names, addresses, social security numbers and if we want to add a phone number to the profile. Each time, we tell them that we DO NOT WANT TO ADD A PHONE NUMBER TO THE PROFILE! We need a FULL, COMPLETE, PRINTED COPY TO BE MAILED US so that we can see what's actually in the report BEFORE we dispute it! OUR FULL NAME, SOCIAL SECURITY NUMBER, PHONE NUMBER, CREDIT ACCOUNT INFORMATION, ADDRESSES and EMPLOYERS need to ne CORRECTED IMMEDIATELY! WE NEED TO BE SEPARATED EFFECTIVE IMMEDIATELY! \n\nEquifax wants us to verify INCORRECT, INVALID INFORMATION THAT THEY HAVE LISTED IN THE CREDIT REPORTS! IT IS WRONG! IT IS NOT US! FIX IT! \n\nWe don't get to choose what is or isn't reported. This explains why I was a victim of identity theft! They volunteer personal, sensitive, private information to individuals. They sell, market and share your information with anyone! I am requesting that the CFPB assists me with filing a lawsuit against this company effective immediately because my information has been listed on the dark web, emails and phone numbers have been comprised and cloned. I have been a victim of identity theft and could not figure out until now how individuals were able to obtain my information so easily. I have had to pay credit monitoring services, been denied credit, credit scores are at an all time low and I am consistently fighting with the credit bureaus regarding accounts, inquiries and information that doesn't belong me. This letter is to inform, request and advise Equifax that the personal information and accounts being reported by your company on our credit reports are inaccurate, incorrect and do not belong to either my daughter or myself and that I am officially notifying you that I am disputing the information and demanding that it is all deleted, removed and suppressed effective immediately! I recently disputed these accounts and personal information with the credit reporting bureaus that you are currently reporting to and the information was reported as verified and accurate. Im sure we both understand that most disputes are often conducted using software such as e-Oscar and that mistakes can and often are made during that process, it is a known fact that the software can have limitations when it comes to completing a proper investigation of records. We are disputing the information directly with you, the furnisher of information and I am requesting that you conduct an investigation as outlined in the FCRA Section 623 : If youre unable to perform a reasonable investigation and are unable to locate the necessary documents to investigate my disputes, then you are required by the FCRA to remove the negative information from our credit reports which can also include complete removal of the account. If you were able to conduct a proper investigation of the records for these accounts and have identified the information that was being incorrectly reported, you were supposed to furnish me with the proof immediately. But since you failed to supply us or furnish the reports immediately upon our requests and delayed sending us the information, you didn't abide by the FCRA law! We are also requesting that you send us an explanation of the methods used and a description of the records reviewed when you conducted your investigation ; including sending copies of that information to us so that we can conduct our own investigation into the accuracy of your records and verify that a reasonable investigation was completed. This letter was submitted to you via CFPB website complaint portal. If need be, the items will also be faxed, emailed and sent via US Mail. This letter is an attempt to correct the false or misleading information you are reporting on our consumer credit reports and to correct your records NOW! ALL INCORRECT INFORMATION REMOVED! ALL INCORRECT INFORMATION SUPPRESSED! WE NEED TO BE OPTED OUT OF YOUR MARKETING TACTICS! DO NOT SHARE, SOLICIT OR SELL OUR INFORMATION TO ANYONE ELSE! DO NOT REPORT INFORMATION TO ANY OTHER COMPANIES OR INDIVIDUALS EFFECTIVE IMMEDIATELY!","date_sent_to_company":"2020-08-21T21:05:30.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"60707","tags":null,"has_narrative":true,"complaint_id":"3807986","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-08-21T19:15:32.000Z","state":"IL","company_public_response":null,"sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["We were denied access because we failed to answer <em>security</em> <em>questions</em> correctly due to the information not belonging to us. Her report was asking <em>questions</em> about me and my report was asking <em>questions</em> about her. We were also being asked <em>questions</em> that we thought didn't apply to us because neither of us have accounts associated with some of the <em>security</em> <em>questions</em> asked."]},"sort":[13.116861,"3807986"]},{"_index":"complaint-public-v1","_id":"3807983","_score":13.116861,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The Fair Credit Reporting Act, 15 U.S.C. 1681, is U.S. Federal Government legislation enacted to promote the accuracy, fairness, and privacy of consumer information contained in the files of consumer reporting agencies. It was intended to protect consumers from the willful and/or negligent inclusion of inaccurate information in their credit reports. To that end, the FCRA regulates the collection, dissemination, and use of consumer information, including consumer credit information. Together with the Fair Debt Collection Practices Act, the FCRA forms the foundation of consumer rights law in the United States. It was originally passed in XXXX, and is enforced by the US Federal Trade Commission, the Consumer Financial Protection Bureau and private litigants. \n\nThis complaint is to advise that XXXX has failed to honor our rights under the FCRA act which gives us the right to obtain a FULL, COMPLETE, PRINTED copy of our credit reports upon request! The option to dispute, delete, suppress and opt out of inaccurate consumer reporting. \n\nOn XX/XX/XXXX, my daughter and I submitted an online request at XXXX to receive copies of our credit reports! We were denied access because we failed to answer security questions correctly due to the information not belonging to us. Her report was asking questions about me and my report was asking questions about her. We were also being asked questions that we thought didn't apply to us because neither of us have accounts associated with some of the security questions asked. That same day, we called XXXX and spoke to someone over the phone and requested to receive copies of our credit reports to be mailed to us! The agent was not from the United States so there was a language barrier issue. The agent continued to ask us NONE specific questions like, do you have a car loan, student loan or mortgage that was obtained within the last 2 years and if so, what is the name of the provider, original loan amount and monthly payment due. Every time we gave him our student loan information he would ask if we had anything else. Any other loans. We continued to name each student loan listed on our XXXX XXXX accounts because we didn't have physical copies of the reports and needed them to see the accuracy of everything. We continued to fail verification even though we provided information exactly as presented on the XXXX XXXX app. The agent was confused about how to pronounce the words, when we asked him to spell things, he got mad and eventually hung up on us. \n\nOn XX/XX/XXXX we tried calling XXXX again requesting copies of our credit reports. We received another NONE United States agent. This time the questions made a little more since but the agent still was confused about the difference of HAD and HAVE. We asked him if he was saying H.A.D as in old and closed or H.A.V.E as in current and opened. He said either one would be fine. So we gave him our CURRENT account information and failed verification again! We requested a supervisor and he hung up on us instead! \n\nOn XX/XX/XXXX we called XXXX to request a copy of our credit reports and spoke to another NONE US Citizen. She was very polite at first and then got upset when we asked her speak a little slower so that we can understand what she was saying. She said that she had other calls that she needed to take and didn't have time to keep talking to us. We asked for her supervisor and she said that there wasn't an available supervisor but she could take our number and have one call us back. We told her that we didn't have a phone so we'd like to just continue waiting on hold. She hung up on us. \n\nOn XX/XX/XXXX, we called XXXX and spoke to an agent that was able to assist us properly. He was understanding of our concerns and promised that we'd receive our credit reports within the next 7-10 business days. We never received a copy of the reports. \n\nOn XX/XX/XXXX, my daughter and I called CFPB and submitted a complaint # XXXX against XXXX and it read as follows : \" My complaint is that the credit report is adding us as aliases of one another so my information is on my daughter credit report and her information is on my credit report. We have send in documentation several time to proof that we are not the same individual, they have refuse to separate us. Even though we have different last name, different social security and different date of birth. They have refuse to send us both copies of our most resent credit report. We requested they put a freeze on both of our credit report and they haven't done so. They have fails to verify the accuracy of the information that they are adding to both of our credit report. This causing us both to be denied credit, apartments and other assistance the information that we giving them is not matching with the information that is been reported to our credit report. We have requested the they separate us and they haven't done so. '' The CFPB agent didn't include exactly what we advised her to say but, it was close enough! So we just waited for a response from XXXX. On XX/XX/XXXX, XXXX responded to the CFPB that they needed more time, they were still working on the complaint, that they would do an investigation and send us copies of our credit reports after the investigation was done. On XX/XX/XXXX, 35 days later, the company closed out the complaint stating that they needed more information from us. Therefore, refusing to send us copies of our credit reports and no information regarding the investigation. So basically, they just stalled out the process only to deny us access to our credit reports again! \n\nOn XX/XX/XXXX, we filed another complaint # XXXX with CFPB because XXXX kept reporting incorrect information. The complaint read as follows : \" XXXX reported the incorrect balances in XXXX, XXXX & XX/XX/XXXX. XXXX didnt resolve the problem. Only made it worse. My XXXX XXXX decreased by 79 points because the company reported balances that were not equivalent to the actual statement balances. Theyre reporting balances AFTER the statement closes which are higher. I was denied credit and denied credit line increases because my utilization has been at 58 % or higher because of their errors instead of being at the recommended 30 % or less. '' XXXX responded on XX/XX/XXXX stating that they'd completed the investigation and send us the results after the credit card companies respond to them. We have received no results, no credit reports, no information from the credit bureau at all. Another refusal to give us access to our reports! \n\nOn XX/XX/XXXX, I registered and paid for the 3-in-1 report and scores from XXXX because I was not successful with XXXX directly. I reviewed the report and called XXXX to request deletion of all incorrect personal information. I asked that ALL misspelled names, addresses, phone numbers, employers, fraud alert and inquiries are removed, deleted and suppressed effective immediately. I also requested to be permanently removed and opted out of all soliciting, marketing, promotional offers and information sharing or selling. I advised the agent that I did not want anyone to be able to access my credit report without my permission. We added a security freeze! I was not provided with a pin number nor was I able to create my own. I also requested to receive a NEW, FULL, COMPLETED, PRINTED copy of my report AND a separate copy of the investigation. As of today, XX/XX/XXXX, I have received nothing. No credit report or investigation results. \n\nOn XX/XX/XXXX, I printed, mailed and faxed a dispute letter to XXXX   regarding incorrect information being reported on my credit report. As of today, XX/XX/XXXX, I have not received a response, no investigation results, no new credit report. ( Letter Attached ) On XX/XX/XXXX, my daughter and I called XXXX again! Requested the same information above less the security freeze! We requested a FULL, COMPLETE, PRINTED copy of our credit reports and to be opted out of soliciting, information sharing, marketing and for our files to be suppressed. This company is fraudulently reporting incorrect information for my daughter and I. They are fraudulently reporting that we are the same person. They are illegally reporting that we are aliases of one another. We do have the same first name only and different last names. She's my daughter so we have resided at the same addresses and we've been authorized on each other 's credit cards, etc BUT we have different date of birth 's and different social security numbers. This company has failed to verify any type of facts before sharing personal information and details. Because the names are similar, they never take the time to confirm and verify if it is the same person or not. They have caused my daughter and I to be declined credit, declined rental assistance, rejected applications and higher interest rates and security deposits. They have never verified if we are the same person or not even though our information is completely different. Both of our information is listed on each other 's credit reports, public records, background checks, employment history, 3 major credit reporting agencies, insurance reports, etc ... We are requesting that this company completely remove all incorrect information listed in the attached letters effective immediately! We are requesting that the company sends each of us SEPARATE copies of our credit reports and files for us to each review. We are requesting that a security freeze is added to both of our files so that no further misleading, misinformation, incorrect, fraudulent information is reported again. We are requesting that they refund us for the extra time and money that we had to pay out of pocket to dispute, repair and correct our profiles only for them to submit the incorrect information illegally again. We are requesting a refund of the extra interest rates that we were charged because our scores decreased due to incorrect reporting. We are requesting that this information is completed expeditiously and that it is not delayed or held up any further. This company stated that they have no control over what other company 's submit to them or have no control over what my score is or what my report reflects. This company continues to report the wrong name, spelling of my name, wrong last name, wrong addresses, wrong phone numbers and wrong credit information. This company has failed to send us a physical paper copy of our credit reports. I have called them consistently requesting a paper copy of my report. WE WANT A PHYSICAL COPY OF THE REPORT! WE DO NOT HAVE A PERSONAL COMPUTER, PRINTER, COPIER OR FAX MACHINE! SEND A PAPER STATEMENT OF THE ACTUAL REPORT! They have also failed to remove any incorrect information for me including personal information, credit inquires and credit accounts. WE NEED AN EXPEDITED, CURRENT COPY OF OUR CREDIT REPORT TO BE SENT TO US VIA OVERNIGHT SHIPPING EFFECTIVE IMMEDIATELY! '' They ask for our names, addresses, social security numbers and if we want to add a phone number to the profile. Each time, we tell them that we DO NOT WANT TO ADD A PHONE NUMBER TO THE PROFILE! We need a FULL, COMPLETE, PRINTED COPY TO BE MAILED US so that we can see what's actually in the report BEFORE we dispute it! OUR FULL NAME, SOCIAL SECURITY NUMBER, PHONE NUMBER, CREDIT ACCOUNT INFORMATION, ADDRESSES and EMPLOYERS need to ne CORRECTED IMMEDIATELY! WE NEED TO BE SEPARATED EFFECTIVE IMMEDIATELY! \n\nXXXX wants us to verify INCORRECT, INVALID INFORMATION THAT THEY HAVE LISTED IN THE CREDIT REPORTS! IT IS WRONG! IT IS NOT US! FIX IT! \n\nWe don't get to choose what is or isn't reported. This explains why I was a victim of identity theft! They volunteer personal, sensitive, private information to individuals. They sell, market and share your information with anyone! I am requesting that the CFPB assists me with filing a lawsuit against this company effective immediately because my information has been listed on the dark web, emails and phone numbers have been comprised and cloned. I have been a victim of identity theft and could not figure out until now how individuals were able to obtain my information so easily. I have had to pay credit monitoring services, been denied credit, credit scores are at an all time low and I am consistently fighting with the credit bureaus regarding accounts, inquiries and information that doesn't belong me. This letter is to inform, request and advise XXXX that the personal information and accounts being reported by your company on our credit reports are inaccurate, incorrect and do not belong to either my daughter or myself and that I am officially notifying you that I am disputing the information and demanding that it is all deleted, removed and suppressed effective immediately! I recently disputed these accounts and personal information with the credit reporting bureaus that you are currently reporting to and the information was reported as verified and accurate. Im sure we both understand that most disputes are often conducted using software such as e-Oscar and that mistakes can and often are made during that process, it is a known fact that the software can have limitations when it comes to completing a proper investigation of records. We are disputing the information directly with you, the furnisher of information and I am requesting that you conduct an investigation as outlined in the FCRA Section 623 : If youre unable to perform a reasonable investigation and are unable to locate the necessary documents to investigate my disputes, then you are required by the FCRA to remove the negative information from our credit reports which can also include complete removal of the account. If you were able to conduct a proper investigation of the records for these accounts and have identified the information that was being incorrectly reported, you were supposed to furnish me with the proof immediately. But since you failed to supply us or furnish the reports immediately upon our requests and delayed sending us the information, you didn't abide by the FCRA law! We are also requesting that you send us an explanation of the methods used and a description of the records reviewed when you conducted your investigation ; including sending copies of that information to us so that we can conduct our own investigation into the accuracy of your records and verify that a reasonable investigation was completed. This letter was submitted to you via CFPB website complaint portal. If need be, the items will also be faxed, emailed and sent via US Mail. This letter is an attempt to correct the false or misleading information you are reporting on our consumer credit reports and to correct your records NOW! ALL INCORRECT INFORMATION REMOVED! ALL INCORRECT INFORMATION SUPPRESSED! WE NEED TO BE OPTED OUT OF YOUR MARKETING TACTICS! DO NOT SHARE, SOLICIT OR SELL OUR INFORMATION TO ANYONE ELSE! DO NOT REPORT INFORMATION TO ANY OTHER COMPANIES OR INDIVIDUALS EFFECTIVE IMMEDIATELY!","date_sent_to_company":"2020-08-21T21:06:57.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"60707","tags":null,"has_narrative":true,"complaint_id":"3807983","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2020-08-21T21:06:53.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["We were denied access because we failed to answer <em>security</em> <em>questions</em> correctly due to the information not belonging to us. Her report was asking <em>questions</em> about me and my report was asking <em>questions</em> about her. We were also being asked <em>questions</em> that we thought didn't apply to us because neither of us have accounts associated with some of the <em>security</em> <em>questions</em> asked."]},"sort":[13.116861,"3807983"]},{"_index":"complaint-public-v1","_id":"3807981","_score":13.099803,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The Fair Credit Reporting Act, 15 U.S.C. 1681, is U.S. Federal Government legislation enacted to promote the accuracy, fairness, and privacy of consumer information contained in the files of consumer reporting agencies. It was intended to protect consumers from the willful and/or negligent inclusion of inaccurate information in their credit reports. To that end, the FCRA regulates the collection, dissemination, and use of consumer information, including consumer credit information. Together with the Fair Debt Collection Practices Act, the FCRA forms the foundation of consumer rights law in the United States. It was originally passed in XXXX, and is enforced by the US Federal Trade Commission, the Consumer Financial Protection Bureau and private litigants. \n\nThis complaint is to advise that XXXX has failed to honor our rights under the FCRA act which gives us the right to obtain a FULL, COMPLETE, PRINTED copy of our credit reports upon request! The option to dispute, delete, suppress and opt out of inaccurate consumer reporting. \n\nOn XX/XX/XXXX, my daughter and I submitted an online request at XXXX to receive copies of our credit reports! We were denied access because we failed to answer security questions correctly due to the information not belonging to us. Her report was asking questions about me and my report was asking questions about her. We were also being asked questions that we thought didn't apply to us because neither of us have accounts associated with some of the security questions asked. That same day, we called XXXX  and spoke to someone over the phone and requested to receive copies of our credit reports to be mailed to us! The agent was not from the United States so there was a language barrier issue. The agent continued to ask us NONE specific questions like, do you have a car loan, student loan or mortgage that was obtained within the last 2 years and if so, what is the name of the provider, original loan amount and monthly payment due. Every time we gave him our student loan information he would ask if we had anything else. Any other loans. We continued to name each student loan listed on our XXXX XXXX accounts because we didn't have physical copies of the reports and needed them to see the accuracy of everything. We continued to fail verification even though we provided information exactly as presented on the XXXX XXXX app. The agent was confused about how to pronounce the words, when we asked him to spell things, he got mad and eventually hung up on us. \n\nOn XX/XX/XXXX we tried calling XXXX  again requesting copies of our credit reports. We received another NONE United States agent. This time the questions made a little more since but the agent still was confused about the difference of HAD and HAVE. We asked him if he was saying H.A.D as in old and closed or H.A.V.E as in current and opened. He said either one would be fine. So we gave him our CURRENT account information and failed verification again! We requested a supervisor and he hung up on us instead! \n\nOn XX/XX/XXXX we called XXXX  to request a copy of our credit reports and spoke to another NONE US Citizen. She was very polite at first and then got upset when we asked her speak a little slower so that we can understand what she was saying. She said that she had other calls that she needed to take and didn't have time to keep talking to us. We asked for her supervisor and she said that there wasn't an available supervisor but she could take our number and have one call us back. We told her that we didn't have a phone so we'd like to just continue waiting on hold. She hung up on us. \n\nOn XX/XX/XXXX, we called XXXX  and spoke to an agent that was able to assist us properly. He was understanding of our concerns and promised that we'd receive our credit reports within the next 7-10 business days. We never received a copy of the reports. \n\nOn XX/XX/XXXX, my daughter and I called CFPB and submitted a complaint # XXXX against XXXX  and it read as follows : \" My complaint is that the credit report is adding us as aliases of one another so my information is on my daughter credit report and her information is on my credit report. We have send in documentation several time to proof that we are not the same individual, they have refuse to separate us. Even though we have different last name, different social security and different date of birth. They have refuse to send us both copies of our most resent credit report. We requested they put a freeze on both of our credit report and they haven't done so. They have fails to verify the accuracy of the information that they are adding to both of our credit report. This causing us both to be denied credit, apartments and other assistance the information that we giving them is not matching with the information that is been reported to our credit report. We have requested the they separate us and they haven't done so. '' The CFPB agent didn't include exactly what we advised her to say but, it was close enough! So we just waited for a response from XXXX. On XX/XX/XXXX, XXXX  responded to the CFPB that they needed more time, they were still working on the complaint, that they would do an investigation and send us copies of our credit reports after the investigation was done. On XX/XX/XXXX, 35 days later, the company closed out the complaint stating that they needed more information from us. Therefore, refusing to send us copies of our credit reports and no information regarding the investigation. So basically, they just stalled out the process only to deny us access to our credit reports again! \n\nOn XX/XX/XXXX, we filed another complaint # XXXX with CFPB because XXXX  kept reporting incorrect information. The complaint read as follows : \" Company reported the incorrect balances in XXXX, XXXX & XX/XX/XXXX. Investigation didnt resolve the problem. Only made it worse. My credit score decreased by 79 points because the company reported balances that were not equivalent to the actual statement balances. Theyre reporting balances AFTER the statement closes which are higher. I was denied credit and denied credit line increases because my utilization has been at 58 % or higher because of their errors instead of being at the recommended 30 % or less. '' XXXX responded on XX/XX/XXXX stating that they'd completed the investigation and send us the results after the credit card companies respond to them. We have received no results, no credit reports, no information from the credit bureau at all. Another refusal to give us access to our reports! \n\nOn XX/XX/XXXX, I registered and paid for the 3-in-1 report and scores from Experian.com because I was not successful with XXXX  directly. I reviewed the report and called XXXX  to request deletion of all incorrect personal information. I asked that ALL misspelled names, addresses, phone numbers, employers, fraud alert and inquiries are removed, deleted and suppressed effective immediately. I also requested to be permanently removed and opted out of all soliciting, marketing, promotional offers and information sharing or selling. I advised the agent that I did not want anyone to be able to access my credit report without my permission. We added a security freeze! I was not provided with a pin number nor was I able to create my own. I also requested to receive a NEW, FULL, COMPLETED, PRINTED copy of my report AND a separate copy of the investigation. As of today, XX/XX/XXXX, I have received nothing. No credit report or investigation results. \n\nOn XX/XX/XXXX, I printed, mailed and faxed a dispute letter to XXXX  regarding incorrect information being reported on my credit report. As of today, XX/XX/XXXX, I have not received a response, no investigation results, no new credit report. ( Letter Attached ) On XX/XX/XXXX, my daughter and I called XXXX  again! Requested the same information above less the security freeze! We requested a FULL, COMPLETE, PRINTED copy of our credit reports and to be opted out of soliciting, information sharing, marketing and for our files to be suppressed. This company is fraudulently reporting incorrect information for my daughter and I. They are fraudulently reporting that we are the same person. They are illegally reporting that we are aliases of one another. We do have the same first name only and different last names. She's my daughter so we have resided at the same addresses and we've been authorized on each other 's credit cards, etc BUT we have different date of birth 's and different social security numbers. This company has failed to verify any type of facts before sharing personal information and details. Because the names are similar, they never take the time to confirm and verify if it is the same person or not. They have caused my daughter and I to be declined credit, declined rental assistance, rejected applications and higher interest rates and security deposits. They have never verified if we are the same person or not even though our information is completely different. Both of our information is listed on each other 's credit reports, public records, background checks, employment history, 3 major credit reporting agencies, insurance reports, etc ... We are requesting that this company completely remove all incorrect information listed in the attached letters effective immediately! We are requesting that the company sends each of us SEPARATE copies of our credit reports and files for us to each review. We are requesting that a security freeze is added to both of our files so that no further misleading, misinformation, incorrect, fraudulent information is reported again. We are requesting that they refund us for the extra time and money that we had to pay out of pocket to dispute, repair and correct our profiles only for them to submit the incorrect information illegally again. We are requesting a refund of the extra interest rates that we were charged because our scores decreased due to incorrect reporting. We are requesting that this information is completed expeditiously and that it is not delayed or held up any further. This company stated that they have no control over what other company 's submit to them or have no control over what my score is or what my report reflects. This company continues to report the wrong name, spelling of my name, wrong last name, wrong addresses, wrong phone numbers and wrong credit information. This company has failed to send us a physical paper copy of our credit reports. I have called them consistently requesting a paper copy of my report. WE WANT A PHYSICAL COPY OF THE REPORT! WE DO NOT HAVE A PERSONAL COMPUTER, PRINTER, COPIER OR FAX MACHINE! SEND A PAPER STATEMENT OF THE ACTUAL REPORT! They have also failed to remove any incorrect information for me including personal information, credit inquires and credit accounts. WE NEED AN EXPEDITED, CURRENT COPY OF OUR CREDIT REPORT TO BE SENT TO US VIA OVERNIGHT SHIPPING EFFECTIVE IMMEDIATELY! '' They ask for our names, addresses, social security numbers and if we want to add a phone number to the profile. Each time, we tell them that we DO NOT WANT TO ADD A PHONE NUMBER TO THE PROFILE! We need a FULL, COMPLETE, PRINTED COPY TO BE MAILED US so that we can see what's actually in the report BEFORE we dispute it! OUR FULL NAME, SOCIAL SECURITY NUMBER, PHONE NUMBER, CREDIT ACCOUNT INFORMATION, ADDRESSES and EMPLOYERS need to ne CORRECTED IMMEDIATELY! WE NEED TO BE SEPARATED EFFECTIVE IMMEDIATELY! \n\nXXXX wants us to verify INCORRECT, INVALID INFORMATION THAT THEY HAVE LISTED IN THE CREDIT REPORTS! IT IS WRONG! IT IS NOT US! FIX IT! \n\nWe don't get to choose what is or isn't reported. This explains why I was a victim of identity theft! They volunteer personal, sensitive, private information to individuals. They sell, market and share your information with anyone! I am requesting that the CFPB assists me with filing a lawsuit against this company effective immediately because my information has been listed on the dark web, emails and phone numbers have been comprised and cloned. I have been a victim of identity theft and could not figure out until now how individuals were able to obtain my information so easily. I have had to pay credit monitoring services, been denied credit, credit scores are at an all time low and I am consistently fighting with the credit bureaus regarding accounts, inquiries and information that doesn't belong me. This letter is to inform, request and advise XXXX  that the personal information and accounts being reported by your company on our credit reports are inaccurate, incorrect and do not belong to either my daughter or myself and that I am officially notifying you that I am disputing the information and demanding that it is all deleted, removed and suppressed effective immediately! I recently disputed these accounts and personal information with the credit reporting bureaus that you are currently reporting to and the information was reported as verified and accurate. Im sure we both understand that most disputes are often conducted using software such as XXXX  and that mistakes can and often are made during that process, it is a known fact that the software can have limitations when it comes to completing a proper investigation of records. We are disputing the information directly with you, the furnisher of information and I am requesting that you conduct an investigation as outlined in the FCRA Section 623 : If youre unable to perform a reasonable investigation and are unable to locate the necessary documents to investigate my disputes, then you are required by the FCRA to remove the negative information from our credit reports which can also include complete removal of the account. If you were able to conduct a proper investigation of the records for these accounts and have identified the information that was being incorrectly reported, you were supposed to furnish me with the proof immediately. But since you failed to supply us or furnish the reports immediately upon our requests and delayed sending us the information, you didn't abide by the FCRA law! We are also requesting that you send us an explanation of the methods used and a description of the records reviewed when you conducted your investigation ; including sending copies of that information to us so that we can conduct our own investigation into the accuracy of your records and verify that a reasonable investigation was completed. This letter was submitted to you via CFPB website complaint portal. If need be, the items will also be faxed, emailed and sent via US Mail. This letter is an attempt to correct the false or misleading information you are reporting on our consumer credit reports and to correct your records NOW! ALL INCORRECT INFORMATION REMOVED! ALL INCORRECT INFORMATION SUPPRESSED! WE NEED TO BE OPTED OUT OF YOUR MARKETING TACTICS! DO NOT SHARE, SOLICIT OR SELL OUR INFORMATION TO ANYONE ELSE! DO NOT REPORT INFORMATION TO ANY OTHER COMPANIES OR INDIVIDUALS EFFECTIVE IMMEDIATELY!","date_sent_to_company":"2020-08-21T21:06:57.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"60707","tags":null,"has_narrative":true,"complaint_id":"3807981","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-08-21T21:06:53.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["We were denied access because we failed to answer <em>security</em> <em>questions</em> correctly due to the information not belonging to us. Her report was asking <em>questions</em> about me and my report was asking <em>questions</em> about her. We were also being asked <em>questions</em> that we thought didn't apply to us because neither of us have accounts associated with some of the <em>security</em> <em>questions</em> asked."]},"sort":[13.099803,"3807981"]},{"_index":"complaint-public-v1","_id":"11776775","_score":12.48812,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Today Hello! I am the XXXX Virtual Assistant. Would you like to chat in im sick of doing this for the last XXXX min i have been putting in my information and it keeps sending me back to login and telling me im wrong im not wrong You - XXXXXXXX XXXX Sorry! I am still learning, could you please ask me again? \nYou can select from the options below or you can type your question in the space provided. \nFreeze Credit Account Access Credit Report Credit Score Disputes Fraud Alert Unfreeze Credit XXXX Virtual Assistant - XXXX PM Account Access You - XXXX XXXX  I am happy to help with your account access if you are unable to log in. \nPlease select the account you would like to log into. \nXXXX XXXX XXXX Account XXXX Account XXXX XXXX Monitoring Account XXXX XXXX XXXX Sign up for a new account Cancel account XXXX Virtual Assistant - XXXXXXXX XXXX XXXX XXXX XXXX Account You - XXXX XXXX XXXX XXXX XXXX is our paid subscription that includes your credit report, XXXX XXXX XXXX, alerts of critical changes and additional features. \nClick here to log into your XXXX XXXX XXXX account. \nHave you managed to log in? \nYes No XXXX Virtual Assistant - XXXXXXXX XXXX No You - XXXXXXXX XXXX I'm sorry about that! \nIt is possible that you may have entered an incorrect username/password.\n\nPlease select one of the following options Reset my Password Chat to a live agent Go back to the Main Menu XXXX Virtual Assistant - XXXX XXXX Chat to a live agent You- XXXX XXXX  In order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report Credit Score General Questions XXXX Virtual Assistant - XXXX XXXX Credit Report You- XXXXXXXX XXXX Please hold while I am transferring you to a live agent. \nXXXX Virtual Assistant - XXXXXXXX XXXX Welcome to our live chat service. My name is XXXX XXXX and I am here to assist you. \nXXXX XXXX - XXXXXXXX XXXX  yea ok like the last guy You - XXXX XXXX  Can you please elaborate your query. So, That I can assist you better? \nXXXX XXXX - XXXXXXXX XXXX  it keeps loopimg me back to login and my information is correct looping Preview attachment everything you guys are doing is destoying my credit You- XXXX XXXX Have you checked your XXXX report? \nDo you have log in issues? \nXXXX XXXX - XXXX XXXX get it fixed or i will file another complaint yes i have and XXXX weeks ago my score was XXXX now its XXXX because you guys will let anyone do whatever they wamt You - XXXXXXXX XXXX Have you checked your XXXX report? \nLet me check for you XXXX XXXX - XXXXXXXX XXXX im serious im not playing with anyone of the credit reporting agency anymore ive got data breaches and ive got over XXXX hard inquires You - XXXXXXXX XXXX In order to continue I will first need to validate your identity, which shouldn't take more than a minute. Do you already have an online account with XXXX XXXX Self Service? \nXXXX XXXX - XXXX XXXX  yes i have checked my report everyday You - XXXX XXXX Do you have paid account or free account with XXXX? \nXXXX XXXX - XXXX XXXX its free now but i use bolster You - XXXX XXXX Here are the steps that we will follow today : Step 1 : Once ready, please go to XXXX XXXX XXXX  Step 2 : Provide your username and Password and click Login. Step XXXX : After you successfully login, you will receive a text message thanking you for logging in. Please return to this chat at that time. Does that sound ok? Let me know if you are ready to begin. \nXXXX XXXX - XXXXXXXX XXXX and the fact that i have hand many breaches concerns me had i have done that already many times and it keeps looping me back to login page XXXX not doing it anymore look how many times you have sent me an email You- XXXX XXXX I am sorry, I can not proceed without validation you, which is your login. \nXXXX XXXX - XXXX XXXX and once again it tells me im wrong and im XXXX not im getting XXXX the next message i send will be to the cfpb You - XXXXXXXX XXXX I would love to assist you with the login issue, But without authentication I couldn't able to assist you further. Unfortunately, my actions are restricted by policy. \n\nSo in this case, I would suggest you to contact : XXXX. They are the Login Issues team. \nThey will assist you with the request. \nXXXX XXXX XXXX XXXX XXXXXXXX Please use the above link and try to reset your password. \nIt will ask you for your SSN and last name and your secret question answer : once you submit all this information you'll receive the password reset email with your temporary password .In some cases, the email may take up to up to 20 minutes to deliver. The temporary password should be used within 24 hours of receipt. \nNote : user id, Password and answer to your security question is case sensitive. \nOr Please try to reset password XXXX XXXX - XXXXXXXX XXXX i have already been sent the information and it still tells me im wrong i have done all of those things You - XXXX XXXX  Sorry for that case I request you to please reach the above number XXXX XXXX - XXXX XXXX Incorrect Username or Password. Please try again. If you have not logged in for a while, you may need to create a new account. \nthis what happens and then i do a new account and it tells me i already have one XXXX - XXXX XXXX When you call please follow the below steps or the call will hang up and be transferred to chats again : 1. For English press 1 2. Reason for the call- Credit Freeze, Login Assistance, etc. \nXXXX. Excited to offer new messaging feature press XXXX XXXX XXXX XXXX XXXX XXXX or stay on the line XXXX : Do not select any option for mobile messaging offer, simply stay on the line. \nXXXX. Provide the zip code and SSN XXXX. Wait to be connected to the available agent XXXX XXXX - XXXXXXXX XXXX no i have spent enough time on this im just going to file another complaint and let cfpb handle it You - Now you thought you could get rid of me not You - Now These instances are rare. Since we had higToday Hello! I am the XXXX Virtual Assistant. Would you like to chat in im sick of doing this for the last five min i have been putting in my information and it keeps sending me back to login and telling me im wrong im not wrong You - XXXXXXXX XXXX Sorry! I am still learning, could you please ask me again? \nYou can select from the options below or you can type your question in the space provided. \nFreeze Credit Account Access Credit Report Credit Score Disputes Fraud Alert Unfreeze XXXX XXXX Virtual Assistant - XXXXXXXX XXXX  Account Access You - XXXX XXXX  I am happy to help with your account access if you are unable to log in. \nPlease select the account you would like to log into. \nXXXX XXXX XXXX Account XXXX Account XXXX XXXX XXXX Account XXXX XXXX XXXX Sign up for a new account Cancel account XXXX Virtual Assistant - XXXXXXXX XXXX XXXXXXXX XXXX XXXX Account You - XXXXXXXX XXXX XXXX XXXX XXXX is our paid subscription that includes your credit report, XXXX credit score, alerts of critical changes and additional features. \nClick here to log into your XXXX XXXX XXXX account. \nHave you managed to log in? \nYes No XXXX Virtual Assistant - XXXXXXXX XXXX No You - XXXX XXXX I'm sorry about that! \nIt is possible that you may have entered an incorrect username/password. \nPlease select XXXX of the following options Reset my Password Chat to a live agent Go back to the Main Menu XXXX Virtual Assistant - XXXXXXXX XXXX  Chat to a live agent You- XXXX XXXX XXXXn order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report XXXX XXXX General Questions XXXX Virtual Assistant - XXXXXXXX XXXX Credit Report You- XXXXXXXX XXXX Please hold while I am transferring you to a live agent. \nXXXX Virtual Assistant - XXXX XXXX  Welcome to our live chat service. My name is XXXX XXXX and I am here to assist you. \nXXXX XXXX - XXXXXXXX XXXX  yea ok like the last guy You - XXXXXXXX XXXX  Can you please elaborate your query. So, That I can assist you better? \nXXXX XXXX - XXXXXXXX XXXX it keeps loopimg me back to login and my information is correct looping Preview attachment XXXXXXXX XXXX everything you guys are doing is destoying my credit You- XXXXXXXX XXXX  Have you checked your XXXX report? \nDo you have log in issues? \nXXXX XXXX - XXXX XXXX get it fixed or i will file another complaint yes i have and XXXX weeks ago my score was XXXX now its XXXX because you guys will let anyone do whatever they wamt You - XXXX PM Have you checked your XXXX report? \nLet me check for you XXXX XXXX - XXXXXXXX XXXX XXXXm serious im not playing with anyone of the credit reporting agency anymore ive got data breaches and ive got over XXXX hard inquires You - XXXX XXXX In order to continue I will first need to validate your identity, which shouldn't take more than a minute. Do you already have an online account with XXXX XXXX XXXX XXXX? \nXXXX XXXX - XXXX XXXX yes i have checked my report everyday You - XXXXXXXX XXXX Do you have paid account or free account with XXXX? \nXXXX XXXX - XXXX XXXX its free now but i use bolster You - XXXXXXXX XXXX  Here are the steps that we will follow today : Step XXXX : Once ready, please go to XXXX XXXX XXXX  Step XXXX : Provide your username and Password and click Login. Step XXXX : After you successfully login, you will receive a text message thanking you for logging in. Please return to this chat at that time. Does that sound ok? Let me know if you are ready to begin. \nXXXX XXXX - XXXXXXXX XXXX and the fact that i have hand many breaches concerns me had i have done that already many times and it keeps looping me back to login page XXXX not doing it anymore look how many times you have sent me an email You- XXXX XXXX I am sorry, I can not proceed without validation you, which is your login. \nXXXX XXXX - XXXX XXXX and once again it tells me im wrong and im XXXX not im getting XXXX the next message i send will be to the cfpb XXXX - XXXX PM I would love to assist you with the login issue, But without authentication I couldn't able to assist you further. Unfortunately, my actions are restricted by policy. \n\nSo in this case, I would suggest you to contact : XXXX. They are the Login Issues team.\n\nThey will assist you with the request. \nXXXX - XXXX XXXX XXXX Please use the above link and try to reset your password. \nIt will ask you for your SSN and last name and your secret question answer : once you submit all this information you'll receive the password reset email with your temporary password .In some cases, the email may take up to up to 20 minutes to deliver. The temporary password should be used within 24 hours of receipt. \nNote : user id, Password and answer to your security question is case sensitive. \nOr Please try to reset password XXXX XXXX - XXXX XXXX i have already been sent the information and it still tells me XXXX wrong i have done all of those things You - XXXX XXXX  Sorry for that case I request you to please reach the above number XXXX XXXX - XXXXXXXX XXXX Incorrect Username or Password. Please try again. If you have not logged in for a while, you may need to create a new account. \nthis what happens and then i do a new account and it tells me i already have XXXX XXXX - XXXX XXXX When you call please follow the below steps or the call will hang up and be transferred to chats again : XXXX. For English press 1 2. Reason for the call- Credit Freeze, Login Assistance, etc. \nXXXX. Excited to offer new messaging feature press XXXX for XXXX XXXX for XXXX  or stay on the line XXXX : Do not select any option for mobile messaging offer, simply stay on the line. \nXXXX. Provide the zip code and SSN XXXX. Wait to be connected to the available agent XXXX XXXX - XXXXXXXX XXXX no i have spent enough time on this im just going to file another complaint and let cfpb handle it You - XXXX XXXX you thought you could get rid of me not You - XXXX PM These instances are rare. Since https : XXXX? XXXX had high call volume, you were routed to message platform so that issue is addressed instead of keeping you waiting for long on call. \nXXXX XXXX call volume, you were routed to message platform so that issue is addressed instead of keeping you waiting for long on call. \nNow XXXX XXXX - Now","date_sent_to_company":"2025-01-26T22:17:43.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"64118","tags":null,"has_narrative":true,"complaint_id":"11776775","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-01-26T22:17:40.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["Please select one of the following options Reset my Password Chat to a live agent Go back to the Main Menu XXXX Virtual Assistant - XXXX XXXX Chat to a live agent You- XXXX XXXX  In order to transfer you to the correct agent, Please select from the following options that best describe your <em>question</em> : Technical Issues Login Issues <em>Identity</em> <em>Verification</em> Error Cancellations <em>Freeze</em> Fraud Alert Credit Report Credit Score General <em>Questions</em> XXXX Virtual Assistant - XXXX XXXX Credit Report You- XXXXXXXX"]},"sort":[12.48812,"11776775"]},{"_index":"complaint-public-v1","_id":"19395180","_score":12.389899,"_source":{"product":"Credit card","complaint_what_happened":"Attached is my formal written complaint outlining a serious accounttakeover incident, denial of access to my own account, failures in identity verification, unexplained reversals, and improper handling of contractual benefits. \n\nI am requesting immediate resolution. If I do not receive a meaningful response and full restoration of access by the next 24 hours, I will submit this complaint to the Consumer Financial Protection Bureau ( CFPB ) and any other applicable regulatory bodies without further notice. \n\nPlease treat this matter as urgent, as my account remains inaccessible and I can not determine the extent of unauthorized activity or financial harm. \n\n\n\nFormal, LegalStyle Version ( CFPB Complaint/ Legal Correspondence ) Re : Urgent Complaint Regarding Account Takeover, Failure to Secure Account, Improper Verification Practices, Unauthorized Reversals, and Denial of Contractual Benefits ( Bilt / Cardless ) I am filing a formal complaint regarding Bilts and Cardlesss failure to secure my account during an active accounttakeover incident, the refusal to perform reasonable identity verification, and the resulting financial and contractual harm. The handling of this matter represents a severe breakdown in security, compliance, servicing, and consumerprotection obligations. \n\nI. Summary of the Incident On the dates in question, I began using the Bilt Palladium card on XX/XX/year>. On XX/XX/year>, I became aware of a data leak and hacking affecting multiple accounts. My Bilt/Cardless account was compromised as part of a broader hacking incident affecting multiple financial platforms.\n\nWhile I was engaged in a live call with Bilt support, the attacker changed the phone number associated with my Bilt/Cardless account in real time. I witnessed the unauthorized change occurring directly within my account interface. I immediately notified the Bilt representative, who asserted that the matter was being escalated. No action was taken to prevent further unauthorized changes or to secure my account. Shortly thereafter, I was logged out and unable to regain access.\n\nAt this time, I can not determine the full extent of any financial loss or unauthorized transactions because I can not access my account. Bilt/Cardlesss failure to restore secure access has prevented me from verifying which transactions posted, which were reversed, and whether any transactions were unauthorized.\n\nThis failure to intervene during an active takeover directly enabled additional unauthorized activity, prevented me from securing my account credentials, and caused significant and ongoing harm.\n\nII. Improper Identity Verification Procedures Following the lockout, I attempted to regain access. When speaking with a representative named XXXX the next morning ( approximately XXXX a.m. to XXXX a.m. ), I was informed that support could not verify my identity because I no longer had access to the phone number the hacker changed. \n\nThis rationale is legally and procedurally indefensible. I offered to verify my identity via : Social Security number Date of birth Security questions Any other standard verification method Despite this, the representative refused all alternatives. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. \n\nAt XXXX a.m., I called that number and was successfully verified, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard verification practices. However, that department could not help me and directed me back to XXXX. \n\nAt XXXX a.m., I called XXXX, where XXXX was excellent. She reviewed my account and reported a different spend amount than XXXX had provided. XXXX also stated that her department could not help with what I needed to do and referred me back to XXXX. \n\nAt XXXX a.m., I called back and spoke with XXXX, who was also excellent but could not help me and told me to write an email to support or go on chat. \n\nI do not have actual times for Saturday because I was not aware of, or tracking, these events at that time. When I discovered what had happened, I spent XXXX consecutive hours calling banks and other accounts and logging in to change credentials. For some accounts ( e.g., AA ), I required the institutions assistance to change the email address. Bilt/Cardless did not provide comparable support or a functional path to regain access.\n\nIII. Inconsistent Account Information and Unexplained Reversals Once verified, representatives provided spending and transaction figures that did not correspond to the actual activity on my account. Several valid transactions were reversed without my authorization or any explanation, including : DMV payments Staples purchases Additional transactions that appeared and disappeared from my historical totals Because I remain locked out of the account, I have no ability to determine : Which transactions posted Which were reversed Which bills remain unpaid, including bills due within XXXX hours The inability to access or validate my own account activity presents significant financial harm, including late fees, service interruptions, and potential credit consequences. \n\nIV. Failure to Provide Contractual Status, Credits, and Rewards I was informed by multiple representativesmost notably XXXX on Saturday ( he was amazing ), that I had surpassed the spend threshold required to reach the higher status tier. Despite this, my account continued to display a lower status, and I was unable to access benefits associated with the tier I had already earned. \n\nThe Palladium card comes with XXXX status, yet my account was not showing XXXX ; it was showing XXXX status. \n\nSpecifically, I was unable to access the {$200.00} semiannual hotel credit. \n\nBecause I was not showing XXXX level, I was not permitted to proceed. I called XXXX, and XXXX confirmed I was actually Platinum ; however, I still could not access the semiannual credit. \n\nFurthermore, I enrolled for the Palladium card through ThePointsGuy.com ( XXXX ) under a promotional offer allowing XXXX on the first {$10000.00} in spend within XXXX days. I completed this spending requirement on the first day. \n\nI strategically delayed activating the XXXX Cash Accelerator ( which adds an additional XXXX up to {$5000.00} increments ) until after confirming my qualifying spend, because I was told the Accelerator and the XXXX bonus would not stack. \n\nAfter confirmation, I activated the Accelerator using {$200.00} in XXXX XXXX in reliance on XXXX representations. Now Bilt/Cardless claims I spent thousands less than I did, threatening my eligibility for both the XXXX bonus and the proper application of the Accelerator. \n\nV. Repeated Failure to Escalate, Respond, or Provide Remedy Multiple representatives stated that my case was escalated but could not provide : A timeline A reference number A point of contact Any interim solution to regain access On a prior matter, I was explicitly told to expect a call back within XXXX hours ; no such call occurred. \n\nI have attempted resolution via every available channel : Multiple phone numbers Email Support chat ( including XXXX instance waiting over XXXX hours ) No meaningful action has been taken. \n\nVI. Requested Relief I request that Cardless ( as issuer/servicer ) and Bilt ( as the program/platform administrator and frontline support channel ) be directed to take the following actions immediately : 1. Restore secure access to my account, reversing unauthorized changes to my phone number and/or email. \n\nXXXX. Provide a complete, itemized transaction history for the relevant period, including postings, reversals, declines, and authorizations. \n\nXXXX. Reconcile and correct the spending totals, including all reversed or misreported transactions. \n\nXXXX. Honor the promotional terms associated with the TPG offer and correct any negative impact caused by these servicing failures.\n\n5. Reinstate and make available the {$200.00} semiannual hotel credit or provide equivalent compensation. \n\nXXXX. Provide written documentation explaining the handling failures and the steps that will be taken to prevent recurrence. \n\nXXXX. Assign a dedicated escalation representative with authority to resolve the matter promptly. \n\nI request to be contacted at my registered phone number, XXXX, which was changed without my authorization. This number should be reinstated to my account. \n\nXXXX. Conclusion This situation reflects a severe breakdown in Bilt/Cardless accountsecurity protocols, identityverification procedures, and consumerservicing obligations. Other institutions affected by the same hacking event resolved my issues, some within minutes. Bilt/Cardlesss failure to act during an active account takeover not only enabled further unauthorized activity but has caused extensive financial and administrative harm. \n\nI request immediate regulatory assistance to secure my account, correct financial inconsistencies, and enforce the contractual benefits owed to me. \n\nXXXX XXXX Since composing the formal complaint, I have made several additional attempts to speak with Bilt/Cardless . When I woke up this morning, I discovered multiple emails indicating that new virtual cards had been issued on my accountwithout my authorization. This significantly increased my concern about the ongoing security of the account. \n\nI immediately called again and spoke with XXXX for over XXXX hours. He was empathetic and genuinely tried to help. He also confirmed that he spoke to his boss and it the issue had finally been sent to the XXXX Department. ( first time I had ever heard of that and asked why it wasn't done 2 days ago? I explained that I had been unable to freeze my account on Sunday and that previous representatives told me there was nothing they could do. XXXX acknowledged the issue, froze the account himself, and I received an email confirming that action. \n\nHe was the first representative who clearly understood that I had run out of options and actually reviewed the notes on the account. That call occurred around XXXX a.m. PST 2hour after I started talking to him, approximately seven hours ago. At this point, I have been told my case would be escalated more than twelve times since Sunday, by both email and text, yet no meaningful action has been taken. \n\nMost recently, at XXXX a.m. XXXX, I received yet another message stating : I'll have to escalate this to our XXXX team for further review. Hang tight while we look into this for you. We will follow up with you again as soon as we have an update. \nDespite these repeated escalations, nothing has been resolved, and my account remains inaccessible and vulnerable. \n\nI have no way of knowing what damage, if any, has occurred, or what costs I may have incurred from missed or reversed payments because I have had no access to my account for the past two days. I was told that some of the Bilt/Cardless reps when I called, some of my charges had been reversed, including transactions where I made multiple payments at the same location on the same day. For example, DMV registration payments for different vehicles were reportedly reversed without my authorization after I had confirmed that it was approved.","date_sent_to_company":"2026-03-25T14:02:16.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92127","tags":null,"has_narrative":true,"complaint_id":"19395180","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bilt Technologies, Inc.","date_received":"2026-02-10T18:31:08.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I offered to <em>verify</em> my <em>identity</em> via : Social <em>Security</em> number Date of birth <em>Security</em> <em>questions</em> Any other standard <em>verification</em> method Despite this, the representative refused all alternatives. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. \n\nAt XXXX a.m., I called that number and was <em>successfully</em> <em>verified</em>, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard <em>verification</em> practices."]},"sort":[12.389899,"19395180"]},{"_index":"complaint-public-v1","_id":"13453941","_score":12.328031,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I recently have had my identity stolen to almost the full amount that it can be. It has left my credit beyond \" saving, '' \" restoring, '' and most importantly \" recovering. '' The fact that ANY of these words are even used to describe actions after having it stolen is reprehensible for the FTC to be using and any of the XXXX credit report bureaus. The fact that I must pay, and I do mean MUST PAY, for any kind of forewarning is inexcusable. I currently have 7 years of free \" monitoring '' provided by one of the many lawsuits. They \" monitored '' my identity thief submit well over 30 soft inquiries to my credit reports in less than one month 's time and did not think it a red flag. They \" monitored '' the subsequent 7 hard inquiries to made following those soft inquiries I can assume they were testing the worthiness of my credit and those best suited to try hard inquiries with and I was not notified. That service is ONLY provided to those who pay at least {$30.00} a month to the credit bureaus. I had enough security laid down of my own accord for the thief to be unable to actually open any lines of credit in my name, so they were only left for wrecking my existing account beyond repair, recovery, and saving. I did ALL laid out by the FTC 's filing system ( which is beyond inadequate as how am I to list over 30 inquiries within XXXX characters? ), my SSN is locked down, I have to get a new driver 's license number at my cost, and my credit is all frozen with 7 year fraud protections. Yet my score of a XXXX before this mess began is NOWHERE TO BE SEEN. It is still below a XXXX. What took me 6 YEARS to build to DESTROYED WITH NO RECOVERY OFFERED ANYWHERE EVEN IF I PAY EXORBITANT MONTHLY FEES, PERIOD. The main reason for me filing a complaint today though is that the bureaus seem to be okay with this. This means more business for them and scaring people into paying for their \" monitoring '' services that offer no real protection. If they were in any way serious about the security of our accounts, one would think they would stay up to date and have the latest and greatest security measures in place just for logging into your account on their sites. Apparently, they are too busy with their own heads stuck in a place the sun doesn't shine to have noticed that the 2-step verification process of a code being sent by text to your phone has been exploited and becoming widely known to be compromised. The fact that I can not even set up an authenticator app of XXXX 's or XXXX 's is what is truly frightening and tells me that they are not serious about the security of these accounts because that means less business for them from their paying customers who are able to sign in immediately on the first page you come to with their sites. They have at least made it to where \" free '' accounts takes less than 20 clicks to find where we can log in now, so there's that I guess. If these companies are not going to take the security of our accounts seriously, it's time for Congress to quit your petty arguing and actually move to make ALL Americans more secure financially. Because I can say for certainty, once the theft has been done and your credit trashed, THERE IS NO RECOVERY, PERIOD. I'm looking at yet ANOTHER SIX YEARS of grueling credit rebuilding because of this but at least I now have an outlet to tell all about it. I even know where the thief most likely works and how to easily narrow it down to who it could be yet NONE of our agencies are even in the slightest interested in starting an investigation, and the ones who even asked a question further into it, come to find they lack the necessary jurisdiction to really do anything about it. Hang your heads in shame members of Congress, you are my fellow countrymen and you have let me down, you have failed to keep us safe. You seem more worried about installing roadblocks and tearing down institutions designed to help each other while hackers from other countries and within our own will pick us to shreds until there is nothing left by the time you can even agree to stop being the XXXX with the most to prove who is the worst XXXX. By the time you all can come to that conclusion, I just hope we have a country left for you to be an XXXX to. Being in XXXX you are there to help others, as your self proclaimed religion even states. You can ' t even follow those tenets that you proclaim you live by. What a joke the lot of you are to our detriment unfortunately as you rake in obscene amounts of cash. There are those voted in that these words do not apply to but I can count those individuals on one hand and unfortunately not one of them am I able to vote for because I do not live in their constituency. I get the those that argue money is \" freedom of speech '' because having more freedom of speech than another is SOMEHOW a thing and a XXXX XXXX  that has to create his own board to certify himself as a XXXX  he's so awful at what he studies to become and none concerned with the lacking of secure measures put into place despite XXXX and XXXX 's tireless efforts to do so this past year. Perhaps next election, we should put them in your place because I can see their efforts and concern in keeping the country that made them who they are safe from all of this. At least they are trying and even though they are facing missteps and hiccups along the way, they are answered by attacks and accusations to the contrary. If it wasn't for those XXXX companies, I would have lost EVERYTHING from these bad actors in the past 6 months. If it wasn't for their security upgrades and warnings to the public which should have been amplified by you I was able to stay ahead and successfully block my identity thief at many points. I just know though that they will gain access to my credit report accounts ; it's only a matter of time with the unsecured log in credentials they currently have. I have made it my mission to get rid of those accounts that refuse to start using the authenticator apps for log in this year. As I see multiple attempts of log ins to my accounts once it has been put in place, I assure you they work. The greatest conundrum I currently face, is how do I rid myself of these XXXX accounts that refuse to secure themselves and hold the most sensitive and complete telling of my information and exactly where to go to further hack into my accounts to date? I can't unless I pay {$30.00} a month for a service I already know what save my accounts to begin with. I recommend to everyone to just freeze your credit today, do not wait for suspicion to do so. By then it will be too late, and very little to be done to help your supposed \" recovery. '' That way they will at least have to easily hack your account with the credit bureaus FIRST to turn off the freeze, to then destroy your credit and hopefully the bureaus will take that as a red flag to hopefully warn someone their account has been breached before too much irreversible damage has been done.","date_sent_to_company":"2025-05-11T11:56:48.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"402XX","tags":null,"has_narrative":true,"complaint_id":"13453941","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-05-11T10:46:20.000Z","state":"KY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Didn't receive services that were advertised"},"highlight":{"complaint_what_happened":["If it wasn't for their <em>security</em> upgrades and warnings to the public which should have been amplified by you I was able to stay ahead and <em>successfully</em> block my <em>identity</em> thief at many points. I just know though that they will gain access to my credit report accounts ; it's only a matter of time with the unsecured log in credentials they currently have. I have made it my mission to get rid of those accounts that refuse to start using the authenticator apps for log in this year."],"issue":["Credit monitoring or <em>identity</em> theft protection services"]},"sort":[12.328031,"13453941"]},{"_index":"complaint-public-v1","_id":"13451231","_score":12.318298,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I recently have had my identity stolen to almost the full amount that it can be. It has left my credit beyond \" saving, '' \" restoring, '' and most importantly \" recovering. '' The fact that ANY of these words are even used to describe actions after having it stolen is reprehensible for the FTC to be using and any of the XXXX credit report bureaus. The fact that I must pay, and I do mean MUST PAY, for any kind of forewarning is inexcusable. I currently have 7 years of free \" monitoring '' provided by one of the many lawsuits. They \" monitored '' my identity thief submit well over 30 soft inquiries to my credit reports in less than one month 's time and did not think it a red flag. They \" monitored '' the subsequent 7 hard inquiries to made following those soft inquiries I can assume they were testing the worthiness of my credit and those best suited to try hard inquiries with and I was not notified. That service is ONLY provided to those who pay at least {$30.00} a month to the credit bureaus. I had enough security laid down of my own accord for the thief to be unable to actually open any lines of credit in my name, so they were only left for wrecking my existing account beyond repair, recovery, and saving. I did ALL laid out by the FTC 's filing system ( which is beyond inadequate as how am I to list over 30 inquiries within XXXX characters? ), my SSN is locked down, I have to get a new driver 's license number at my cost, and my credit is all frozen with 7 year fraud protections. Yet my score of a XXXX before this mess began is NOWHERE TO BE SEEN. It is still below a XXXX. What took me 6 YEARS to build to DESTROYED WITH NO RECOVERY OFFERED ANYWHERE EVEN IF I PAY EXORBITANT MONTHLY FEES, PERIOD. The main reason for me filing a complaint today though is that the bureaus seem to be okay with this. This means more business for them and scaring people into paying for their \" monitoring '' services that offer no real protection. If they were in any way serious about the security of our accounts, one would think they would stay up to date and have the latest and greatest security measures in place just for logging into your account on their sites. Apparently, they are too busy with their own heads stuck in a place the sun doesn't shine to have noticed that the 2-step verification process of a code being sent by text to your phone has been exploited and becoming widely known to be compromised. The fact that I can not even set up an authenticator app of XXXX 's or XXXX 's is what is truly frightening and tells me that they are not serious about the security of these accounts because that means less business for them from their paying customers who are able to sign in immediately on the first page you come to with their sites. They have at least made it to where \" free '' accounts takes less than 20 clicks to find where we can log in now, so there's that I guess. If these companies are not going to take the security of our accounts seriously, it's time for Congress to quit your petty arguing and actually move to make ALL Americans more secure financially. Because I can say for certainty, once the theft has been done and your credit trashed, THERE IS NO RECOVERY, PERIOD. I'm looking at yet ANOTHER SIX YEARS of grueling credit rebuilding because of this but at least I now have an outlet to tell all about it. I even know where the thief most likely works and how to easily narrow it down to who it could be yet NONE of our agencies are even in the slightest interested in starting an investigation, and the ones who even asked a question further into it, come to find they lack the necessary jurisdiction to really do anything about it. Hang your heads in shame members of Congress, you are my fellow countrymen and you have let me down, you have failed to keep us safe. You seem more worried about installing roadblocks and tearing down institutions designed to help each other while hackers from other countries and within our own will pick us to shreds until there is nothing left by the time you can even agree to stop being the XXXX with the most to prove who is the worst XXXX. By the time you all can come to that conclusion, I just hope we have a country left for you to be an XXXX to. Being in XXXX you are there to help others, as your self proclaimed religion even states. You can ' t even follow those tenets that you proclaim you live by. What a joke the lot of you are to our detriment unfortunately as you rake in obscene amounts of cash. There are those voted in that these words do not apply to but I can count those individuals on one hand and unfortunately not one of them am I able to vote for because I do not live in their constituency. I get the those that argue money is \" freedom of speech '' because having more freedom of speech than another is SOMEHOW a thing and a XXXX XXXX  that has to create his own board to certify himself as a XXXX  he's so awful at what he studies to become and none concerned with the lacking of secure measures put into place despite XXXX and XXXX 's tireless efforts to do so this past year. Perhaps next election, we should put them in your place because I can see their efforts and concern in keeping the country that made them who they are safe from all of this. At least they are trying and even though they are facing missteps and hiccups along the way, they are answered by attacks and accusations to the contrary. If it wasn't for those XXXX companies, I would have lost EVERYTHING from these bad actors in the past 6 months. If it wasn't for their security upgrades and warnings to the public which should have been amplified by you I was able to stay ahead and successfully block my identity thief at many points. I just know though that they will gain access to my credit report accounts ; it's only a matter of time with the unsecured log in credentials they currently have. I have made it my mission to get rid of those accounts that refuse to start using the authenticator apps for log in this year. As I see multiple attempts of log ins to my accounts once it has been put in place, I assure you they work. The greatest conundrum I currently face, is how do I rid myself of these XXXX accounts that refuse to secure themselves and hold the most sensitive and complete telling of my information and exactly where to go to further hack into my accounts to date? I can't unless I pay {$30.00} a month for a service I already know what save my accounts to begin with. I recommend to everyone to just freeze your credit today, do not wait for suspicion to do so. By then it will be too late, and very little to be done to help your supposed \" recovery. '' That way they will at least have to easily hack your account with the credit bureaus FIRST to turn off the freeze, to then destroy your credit and hopefully the bureaus will take that as a red flag to hopefully warn someone their account has been breached before too much irreversible damage has been done.","date_sent_to_company":"2025-05-11T11:56:48.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"402XX","tags":null,"has_narrative":true,"complaint_id":"13451231","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-05-11T11:56:26.000Z","state":"KY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Didn't receive services that were advertised"},"highlight":{"complaint_what_happened":["If it wasn't for their <em>security</em> upgrades and warnings to the public which should have been amplified by you I was able to stay ahead and <em>successfully</em> block my <em>identity</em> thief at many points. I just know though that they will gain access to my credit report accounts ; it's only a matter of time with the unsecured log in credentials they currently have. I have made it my mission to get rid of those accounts that refuse to start using the authenticator apps for log in this year."],"issue":["Credit monitoring or <em>identity</em> theft protection services"]},"sort":[12.318298,"13451231"]},{"_index":"complaint-public-v1","_id":"13449589","_score":12.293003,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I recently have had my identity stolen to almost the full amount that it can be. It has left my credit beyond \" saving, '' \" restoring, '' and most importantly \" recovering. '' The fact that ANY of these words are even used to describe actions after having it stolen is reprehensible for the FTC to be using and any of the XXXX credit report bureaus. The fact that I must pay, and I do mean MUST PAY, for any kind of forewarning is inexcusable. I currently have 7 years of free \" monitoring '' provided by one of the many lawsuits. They \" monitored '' my identity thief submit well over 30 soft inquiries to my credit reports in less than one month 's time and did not think it a red flag. They \" monitored '' the subsequent 7 hard inquiries to made following those soft inquiries I can assume they were testing the worthiness of my credit and those best suited to try hard inquiries with and I was not notified. That service is ONLY provided to those who pay at least {$30.00} a month to the credit bureaus. I had enough security laid down of my own accord for the thief to be unable to actually open any lines of credit in my name, so they were only left for wrecking my existing account beyond repair, recovery, and saving. I did ALL laid out by the FTC 's filing system ( which is beyond inadequate as how am I to list over 30 inquiries within XXXX characters? ), my SSN is locked down, I have to get a new driver 's license number at my cost, and my credit is all frozen with 7 year fraud protections. Yet my score of a XXXX before this mess began is NOWHERE TO BE SEEN. It is still below a XXXX. What took me 6 YEARS to build to DESTROYED WITH NO RECOVERY OFFERED ANYWHERE EVEN IF I PAY EXORBITANT MONTHLY FEES, PERIOD. The main reason for me filing a complaint today though is that the bureaus seem to be okay with this. This means more business for them and scaring people into paying for their \" monitoring '' services that offer no real protection. If they were in any way serious about the security of our accounts, one would think they would stay up to date and have the latest and greatest security measures in place just for logging into your account on their sites. Apparently, they are too busy with their own heads stuck in a place the sun doesn't shine to have noticed that the 2-step verification process of a code being sent by text to your phone has been exploited and becoming widely known to be compromised. The fact that I can not even set up an authenticator app of XXXX 's or XXXX 's is what is truly frightening and tells me that they are not serious about the security of these accounts because that means less business for them from their paying customers who are able to sign in immediately on the first page you come to with their sites. They have at least made it to where \" free '' accounts takes less than 20 clicks to find where we can log in now, so there's that I guess. If these companies are not going to take the security of our accounts seriously, it's time for Congress to quit your petty arguing and actually move to make ALL Americans more secure financially. Because I can say for certainty, once the theft has been done and your credit trashed, THERE IS NO RECOVERY, PERIOD. I'm looking at yet ANOTHER SIX YEARS of grueling credit rebuilding because of this but at least I now have an outlet to tell all about it. I even know where the thief most likely works and how to easily narrow it down to who it could be yet NONE of our agencies are even in the slightest interested in starting an investigation, and the ones who even asked a question further into it, come to find they lack the necessary jurisdiction to really do anything about it. Hang your heads in shame members of Congress, you are my fellow countrymen and you have let me down, you have failed to keep us safe. You seem more worried about installing roadblocks and tearing down institutions designed to help each other while hackers from other countries and within our own will pick us to shreds until there is nothing left by the time you can even agree to stop being the XXXX with the most to prove who is the worst XXXX. By the time you all can come to that conclusion, I just hope we have a country left for you to be an XXXX to. Being in XXXX you are there to help others, as your self proclaimed religion even states. You can ' t even follow those tenets that you proclaim you live by. What a joke the lot of you are to our detriment unfortunately as you rake in obscene amounts of cash. There are those voted in that these words do not apply to but I can count those individuals on one hand and unfortunately not one of them am I able to vote for because I do not live in their constituency. I get the those that argue money is \" freedom of speech '' because having more freedom of speech than another is SOMEHOW a thing and a XXXX XXXX  that has to create his own board to certify himself as a XXXX  he's so awful at what he studies to become and none concerned with the lacking of secure measures put into place despite XXXX and XXXX 's tireless efforts to do so this past year. Perhaps next election, we should put them in your place because I can see their efforts and concern in keeping the country that made them who they are safe from all of this. At least they are trying and even though they are facing missteps and hiccups along the way, they are answered by attacks and accusations to the contrary. If it wasn't for those XXXX companies, I would have lost EVERYTHING from these bad actors in the past 6 months. If it wasn't for their security upgrades and warnings to the public which should have been amplified by you I was able to stay ahead and successfully block my identity thief at many points. I just know though that they will gain access to my credit report accounts ; it's only a matter of time with the unsecured log in credentials they currently have. I have made it my mission to get rid of those accounts that refuse to start using the authenticator apps for log in this year. As I see multiple attempts of log ins to my accounts once it has been put in place, I assure you they work. The greatest conundrum I currently face, is how do I rid myself of these XXXX accounts that refuse to secure themselves and hold the most sensitive and complete telling of my information and exactly where to go to further hack into my accounts to date? I can't unless I pay {$30.00} a month for a service I already know what save my accounts to begin with. I recommend to everyone to just freeze your credit today, do not wait for suspicion to do so. By then it will be too late, and very little to be done to help your supposed \" recovery. '' That way they will at least have to easily hack your account with the credit bureaus FIRST to turn off the freeze, to then destroy your credit and hopefully the bureaus will take that as a red flag to hopefully warn someone their account has been breached before too much irreversible damage has been done.","date_sent_to_company":"2025-05-11T11:56:48.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"402XX","tags":null,"has_narrative":true,"complaint_id":"13449589","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-05-11T11:56:26.000Z","state":"KY","company_public_response":null,"sub_issue":"Didn't receive services that were advertised"},"highlight":{"complaint_what_happened":["If it wasn't for their <em>security</em> upgrades and warnings to the public which should have been amplified by you I was able to stay ahead and <em>successfully</em> block my <em>identity</em> thief at many points. I just know though that they will gain access to my credit report accounts ; it's only a matter of time with the unsecured log in credentials they currently have. I have made it my mission to get rid of those accounts that refuse to start using the authenticator apps for log in this year."],"issue":["Credit monitoring or <em>identity</em> theft protection services"]},"sort":[12.293003,"13449589"]},{"_index":"complaint-public-v1","_id":"11776715","_score":12.269914,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Today Hello! I am the TransUnion Virtual Assistant. Would you like to chat in im sick of doing this for the last five min i have been putting in my information and it keeps sending me back to login and telling me im wrong im not wrong You - XXXX XXXX  Sorry! I am still learning, could you please ask me again? \nYou can select from the options below or you can type your question in the space provided. \nFreeze Credit Account Access Credit Report Credit Score Disputes Fraud Alert Unfreeze Credit TransUnion Virtual Assistant - XXXX XXXX  Account Access You - XXXX XXXX I am happy to help with your account access if you are unable to log in. \nPlease select the account you would like to log into. \nTransUnion XXXX XXXX Account XXXX Account TransUnion Credit Monitoring Account TransUnion Identity Protection Sign up for a new account Cancel account TransUnion Virtual Assistant - XXXX XXXX  TransUnion Credit Monitoring Account You - XXXX XXXX  TransUnion XXXX XXXX is our paid subscription that includes your credit report, XXXX XXXX XXXX, alerts of critical changes and additional features. \nClick here to log into your TransUnion XXXX XXXX account. \nHave you managed to log in? \nYes No TransUnion Virtual Assistant - XXXX XXXX  No You - XXXX XXXX  I'm sorry about that! \nIt is possible that you XXXX have entered an incorrect username/password. \nPlease select one of the following options Reset my Password Chat to a live agent Go back to the Main Menu TransUnion Virtual Assistant - XXXX XXXX Chat to a live agent You- XXXX XXXX  In order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report XXXX XXXX General Questions TransUnion Virtual Assistant - XXXX XXXX  Credit Report You- XXXX XXXX  Please hold while I am transferring you to a live agent. \nTransUnion Virtual Assistant - XXXX XXXX  Welcome to our live chat service. My name is XXXX XXXX and I am here to assist you. \nXXXX XXXX - XXXX XXXX  yea ok like the last guy You - XXXX XXXX Can you please elaborate your query. So, That I can assist you better? \nXXXX XXXX - XXXX XXXX  it keeps loopimg me back to login and my information is correct looping Preview attachment everything you guys are doing is destoying my credit You- XXXX XXXX  Have you checked your Transunion report? \nDo you have log in issues? \nXXXX XXXX - XXXX XXXX  get it fixed or i will file another complaint yes i have and XXXX weeks ago my score was XXXX now its XXXX because you guys will let anyone do whatever they wamt You - XXXX XXXX  Have you checked your Transunion report? \nLet me check for you XXXX XXXX - XXXX XXXX  im serious im not playing with anyone of the credit reporting agency anymore ive got data breaches and ive got over 30 hard inquires You - XXXX XXXX  In order to continue I will first need to validate your identity, which shouldn't take more than a minute. Do you already have an online account with TransUnion XXXX XXXX XXXX? \nXXXX XXXX - XXXX XXXX yes i have checked my report everyday You - XXXX XXXX  Do you have paid account or free account with TransUnion? \nXXXX XXXX - XXXX XXXX its free now but i use bolster You - XXXX XXXX  Here are the steps that we will follow today : Step XXXX : Once ready, please go to https : //service.transunion.com/dss/login.page Step XXXX : Provide your username and Password and click Login. Step XXXX : After you successfully login, you will receive a text message thanking you for logging in. Please return to this chat at that time. Does that sound ok? Let me know if you are ready to begin. \nXXXX XXXX - XXXX XXXX and the fact that i have hand many breaches concerns me had i have done that already many times and it keeps looping me back to login page XXXX not doing it anymore look how many times you have sent me an email You- XXXX XXXX I am sorry, I can not proceed without validation you, which is your login. \nXXXX XXXX - XXXX XXXX and once again it tells me XXXX wrong and XXXX XXXX not XXXX getting XXXX the next message i send will be to the cfpb XXXX - XXXX XXXX  I would love to assist you with the login issue, But without authentication I couldn't able to assist you further. Unfortunately, my actions are restricted by policy. \n\nSo in this case, I would suggest you to contact : XXXX. They are the XXXX XXXX team. \nThey will assist you with the request. \nXXXX - XXXX : //service.transunion.com/dss/login.page Please use the above link and try to reset your password. \nIt will ask you for your SSN and last name and your secret question answer : once you submit all this information you'll receive the password reset email with your temporary password .In some cases, the email XXXX take up to up to XXXX minutes to deliver. The temporary password should be used within 24 hours of receipt. \nNote : user id, Password and answer to your security question is case sensitive. \nOr Please try to reset password XXXX XXXX - XXXX XXXX  i have already been sent the information and it still tells me im wrong i have done all of those things You - XXXX XXXX Sorry for that case I request you to please reach the above number XXXX XXXX - XXXX XXXX  Incorrect Username or Password. Please try again. If you have not logged in for a while, you XXXX need to create a new account. \nthis what happens and then i do a new account and it tells me i already have XXXX XXXX - XXXX XXXX  When you call please follow the below steps or the call will hang up and be transferred to chats again : XXXX. For XXXX press XXXX XXXX. Reason for the call- Credit Freeze, Login Assistance, etc. \nXXXX. Excited to offer new messaging feature press XXXX for XXXX XXXX for XXXX  or stay on the line XXXX : Do not select any option for mobile messaging offer, simply stay on the line. \nXXXX. Provide the zip code and SSN XXXX. Wait to be connected to the available agent XXXX XXXX - XXXX XXXX  no i have spent enough time on this XXXX just going to file another complaint and let cfpb handle it You - Now you thought you could get rid of me not You - Now These instances are rare. Since we had XXXX XXXX! I am the TransUnion Virtual Assistant. Would you like to chat in im sick of doing this for the last XXXX min i have been putting in my information and it keeps sending me back to login and telling me im wrong im not wrong You - XXXX XXXX  Sorry! I am still learning, could you please ask me again? \nYou can select from the options below or you can type your question in the space provided. \nXXXX XXXX Account XXXX Credit Report XXXX XXXX XXXX XXXX XXXX XXXX XXXX TransUnion Virtual Assistant - XXXX XXXX  Account Access You - XXXX XXXX  I am happy to help with your account access if you are unable to log in. \nPlease select the account you would like to log into. \nTransUnion XXXX XXXX Account XXXX Account TransUnion XXXX XXXX Account TransUnion XXXX XXXX XXXX up for a new account Cancel account TransUnion Virtual Assistant - XXXX XXXX  TransUnion XXXX XXXX Account You - XXXX XXXX TransUnion XXXX XXXX is our paid subscription that includes your credit report, XXXX XXXX XXXX, alerts of critical changes and additional features. \nClick here to log into your TransUnion XXXX XXXX account. \nHave you managed to log in? \nYes No TransUnion Virtual Assistant - XXXX XXXX  No You - XXXX XXXX  I'm sorry about that! \nIt is possible that you XXXX have entered an incorrect username/password. \nPlease select XXXX of the following options Reset my Password Chat to a live agent Go back to the XXXX XXXX TransUnion Virtual Assistant - XXXX XXXX  Chat to a live agent You- XXXX XXXX  In order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report XXXX XXXX General Questions TransUnion Virtual Assistant - XXXX XXXX  Credit Report You- XXXX XXXX Please hold while I am transferring you to a live agent. \nTransUnion Virtual Assistant - XXXX XXXX  Welcome to our live chat service. My name is XXXX XXXX and I am here to assist you. \nXXXX XXXX - XXXX XXXX  yea ok like the last guy You - XXXX XXXX  Can you please elaborate your query. So, That I can assist you better? \nXXXX XXXX - XXXX XXXX  it keeps XXXX me back to login and my information is correct looping Preview attachment XXXX XXXX  everything you guys are doing is destoying my credit You- XXXX XXXX  Have you checked your Transunion report? \nDo you have log in issues? \nXXXX XXXX - XXXX XXXX  get it fixed or i will file another complaint yes i have and XXXX weeks ago my score was XXXX now its XXXX because you guys will let anyone do whatever they wamt You - XXXX XXXX Have you checked your Transunion report? \nLet me check for you XXXX XXXX - XXXX XXXX  XXXX XXXX XXXX not playing with anyone of the credit reporting agency anymore ive got data breaches and ive got over XXXX hard inquires You - XXXX XXXX  In order to continue I will first need to validate your identity, which shouldn't take more than a minute. Do you already have an online account with TransUnion XXXX XXXX XXXX? \nXXXX XXXX - XXXX XXXX  yes i have checked my report everyday You - XXXX XXXX  Do you have paid account or free account with TransUnion? \nXXXX XXXX - XXXX XXXX  its free now but i use bolster You - XXXX XXXX  Here are the steps that we will follow today : Step XXXX : Once ready, please go to https : //service.transunion.com/dss/login.page Step XXXX : Provide your username and Password and click Login. Step XXXX : After you successfully login, you will receive a text message thanking you for logging in. Please return to this chat at that time. Does that sound ok? Let me know if you are ready to begin. \nXXXX XXXX - XXXX XXXX and the fact that i have hand many breaches concerns me had i have done that already many times and it keeps looping me back to login page XXXX not doing it anymore look how many times you have sent me an email You- XXXX XXXX  I am sorry, I can not proceed without validation you, which is your login. \nXXXX XXXX - XXXX XXXX  and once again it tells me XXXX wrong and XXXX XXXX not XXXX getting XXXX the next message i send will be to the cfpb XXXX - XXXX XXXX  I would love to assist you with the login issue, But without authentication I couldn't able to assist you further. Unfortunately, my actions are restricted by policy. \n\nSo in this case, I would suggest you to contact : XXXX. They are the XXXX XXXX team. \nThey will assist you with the request. \nXXXX - XXXX : //service.transunion.com/dss/login.page Please use the above link and try to reset your password. \nIt will ask you for your SSN and last name and your secret question answer : once you submit all this information you'll receive the password reset email with your temporary password .In some cases, the email XXXX take up to up to XXXX minutes to deliver. The temporary password should be used within XXXX hours of receipt. \nNote : user id, Password and answer to your security question is case sensitive. \nOr Please try to reset password XXXX XXXX - XXXX XXXX  i have already been sent the information and it still tells me XXXX wrong i have done all of those things You - XXXX XXXX  Sorry for that case I request you to please reach the above number XXXX XXXX - XXXX XXXX  Incorrect Username or Password. Please try again. If you have not logged in for a while, you XXXX need to create a new account. \nthis what happens and then i do a new account and it tells me i already have XXXX XXXX - XXXX XXXX  When you call please follow the below steps or the call will hang up and be transferred to chats again : XXXX. For XXXX press XXXX XXXX. Reason for the call- Credit Freeze, Login Assistance, etc. \nXXXX. Excited to offer new messaging feature press XXXX for XXXX XXXX for android or stay on the line XXXX : Do not select any option for mobile messaging offer, simply stay on the line. \nXXXX. Provide the zip code and SSN XXXX. Wait to be connected to the available agent XXXX XXXX - XXXX XXXX  no i have spent enough time on this XXXX just going to file another complaint and let cfpb handle it You - XXXX XXXX  you thought you could get rid of me not You - XXXX XXXX  These instances are rare. Since https : XXXX? XXXX had high call volume, you were routed to message platform so that issue is addressed instead of keeping you waiting for long on call. \nXXXX XXXX call volume, you were routed to message platform so that issue is addressed instead of keeping you waiting for long on call. \nNow XXXX XXXX - Now","date_sent_to_company":"2025-01-26T22:17:32.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"64118","tags":null,"has_narrative":true,"complaint_id":"11776715","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-01-26T22:03:48.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["Please select one of the following options Reset my Password Chat to a live agent Go back to the Main Menu TransUnion Virtual Assistant - XXXX XXXX Chat to a live agent You- XXXX XXXX  In order to transfer you to the correct agent, Please select from the following options that best describe your <em>question</em> : Technical Issues Login Issues <em>Identity</em> <em>Verification</em> Error Cancellations <em>Freeze</em> Fraud Alert Credit Report XXXX XXXX General <em>Questions</em> TransUnion Virtual Assistant - XXXX XXXX  Credit Report You-"]},"sort":[12.269914,"11776715"]},{"_index":"complaint-public-v1","_id":"11774379","_score":12.075247,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Today Hello! I am the XXXX Virtual Assistant. Would you like to chat in im sick of doing this for the last five min i have been putting in my information and it keeps sending me back to login and telling me im wrong im not wrong You - XXXXXXXX XXXX  Sorry! I am still learning, could you please ask me again? \nYou can select from the options below or you can type your question in the space provided. \nFreeze Credit Account Access Credit Report Credit Score Disputes Fraud Alert Unfreeze Credit XXXX Virtual Assistant - XXXXXXXX XXXX  Account Access You - XXXX XXXX I am happy to help with your account access if you are unable to log in. \nPlease select the account you would like to log into. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sign up for a new account Cancel account XXXX Virtual Assistant - XXXXXXXX XXXX XXXXXXXX XXXX XXXX Account You - XXXX XXXX XXXXXXXX XXXX XXXX is our paid subscription that includes your credit report, XXXX credit score, alerts of critical changes and additional features. \nClick here to log into your XXXX XXXX XXXX account. \nHave you managed to log in? \nYes No XXXX Virtual Assistant - XXXXXXXX XXXX  No You - XXXXXXXX XXXX  I'm sorry about that! \nIt is possible that you may have entered an incorrect username/password.\n\nPlease select one of the following options Reset my Password Chat to a live agent Go back to the Main Menu XXXX Virtual Assistant - XXXX XXXX  Chat to a live agent You- XXXX XXXX In order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report Credit Score General Questions XXXX Virtual Assistant - XXXXXXXX XXXX Credit Report You- XXXXXXXX XXXX Please hold while I am transferring you to a live agent. \nXXXX Virtual Assistant - XXXX XXXX Welcome to our live chat service. My name is XXXX XXXX and I am here to assist you. \nXXXX XXXX - XXXXXXXX XXXX XXXXea ok like the last guy You - XXXX XXXX Can you please elaborate your query. So, That I can assist you better? \nXXXX XXXX - XXXXXXXX XXXX it keeps loopimg me back to login and my information is correct looping Preview attachment everything you guys are doing is destoying my credit You- XXXXXXXX XXXX Have you checked your XXXX report? \nDo you have log in issues? \nXXXX XXXX - XXXXXXXX XXXX get it fixed or i will file another complaint yes i have and two weeks ago my score was XXXX now its XXXX because you guys will let anyone do whatever they wamt You - XXXXXXXX XXXX Have you checked your XXXX report? \nLet me check for you XXXX XXXX - XXXXXXXX XXXX im serious im not playing with anyone of the credit reporting agency anymore ive got data breaches and ive got over 30 hard inquires You - XXXXXXXX XXXX  In order to continue I will first need to validate your identity, which shouldn't take more than a minute. Do you already have an online account with XXXX XXXX Self Service? \nXXXX XXXX - XXXXXXXX XXXX  yes i have checked my report everyday You - XXXXXXXX XXXX Do you have paid account or free account with XXXX? \nXXXX XXXX - XXXX PM its free now but i use bolster You - XXXX PM Here are the steps that we will follow today : Step XXXX : Once ready, please go to https : //service.transunion.com/dss/login.page Step XXXX : Provide your username and Password and click Login. Step XXXX : After you successfully login, you will receive a text message thanking you for logging in. Please return to this chat at that time. Does that sound ok? Let me know if you are ready to begin. \nXXXX XXXX - XXXX PM and the fact that i have hand many breaches concerns me had i have done that already many times and it keeps looping me back to login page XXXX not doing it anymore look how many times you have sent me an email You- XXXX PM I am sorry, I can not proceed without validation you, which is your login. \nXXXX XXXX - XXXX PM and once again it tells me XXXX wrong and XXXX XXXX not XXXX getting XXXX the next message i send will be to the cfpb XXXX - XXXX PM I would love to assist you with the login issue, But without authentication I couldn't able to assist you further. Unfortunately, my actions are restricted by policy. \n\nSo in this case, I would suggest you to contact : XXXX. They are the XXXX XXXX team. \nThey will assist you with the request. \nXXXX - XXXX : //service.transunion.com/dss/login.page Please use the above link and try to reset your password. \nIt will ask you for your SSN and last name and your secret question answer : once you submit all this information you'll receive the password reset email with your temporary password .In some cases, the email XXXX take up to up to XXXX minutes to deliver. The temporary password should be used within XXXX hours of receipt. \nNote : user id, Password and answer to your security question is case sensitive. \nOr Please try to reset password XXXX XXXX - XXXX PM i have already been sent the information and it still tells me XXXX wrong i have done all of those things You - XXXX PM Sorry for that case I request you to please reach the above number XXXX XXXX - XXXX PM Incorrect Username or Password. Please try again. If you have not logged in for a while, you XXXX need to create a new account. \nthis what happens and then i do a new account and it tells me i already have XXXX XXXX - XXXX PM When you call please follow the below steps or the call will hang up and be transferred to chats again : XXXX. For XXXX press XXXX XXXX. Reason for the call- Credit Freeze, Login Assistance, etc. \nXXXX. Excited to offer new messaging feature press XXXX for XXXX XXXX for android or stay on the line XXXX : Do not select any option for mobile messaging offer, simply stay on the line. \nXXXX. Provide the zip code and SSN XXXX. Wait to be connected to the available agent XXXX XXXX - XXXX PM no i have spent enough time on this XXXX just going to file another complaint and let cfpb handle it You - Now you thought you could get rid of me not You - Now These instances are rare. Since we had XXXX XXXX! I am the XXXX Virtual Assistant. Would you like to chat in im sick of doing this for the last XXXX min i have been putting in my information and it keeps sending me back to login and telling me im wrong im not wrong You - XXXX PM Sorry! I am still learning, could you please ask me again? \nYou can select from the options below or you can type your question in the space provided. \nXXXX XXXX Account XXXX Credit Report Credit Score XXXX XXXX XXXX XXXX XXXX XXXX Virtual Assistant - XXXX PM Account Access You - XXXX PM I am happy to help with your account access if you are unable to log in. \nPlease select the account you would like to log into. \nXXXX XXXX XXXX Account XXXX Account XXXX XXXX XXXX Account XXXX XXXX XXXX XXXX up for a new account Cancel account XXXX Virtual Assistant - XXXX PM XXXX XXXX XXXX Account You - XXXX PM XXXX XXXX XXXX is our paid subscription that includes your credit report, XXXX credit score, alerts of critical changes and additional features. \nClick here to log into your XXXX XXXX XXXX account. \nHave you managed to log in? \nYes No XXXX Virtual Assistant - XXXX XXXX No You - XXXXXXXX XXXX I'm sorry about that! \nIt is possible that you XXXX have entered an incorrect username/password. \nPlease select XXXX of the following options Reset my Password Chat to a live agent Go back to the Main Menu XXXX Virtual Assistant - XXXXXXXX XXXX Chat to a live agent You- XXXX XXXX  In order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report Credit Score General Questions XXXX Virtual Assistant - XXXXXXXX XXXX Credit Report You- XXXX XXXX Please hold while I am transferring you to a live agent. \nXXXX Virtual Assistant - XXXX XXXX  Welcome to our live chat service. My name is XXXX XXXX and I am here to assist you. \nXXXX XXXX - XXXXXXXX XXXX yea ok like the last guy You - XXXX XXXX  Can you please elaborate your query. So, That I can assist you better? \nXXXX XXXX - XXXX XXXX  it keeps loopimg me back to login and my information is correct looping Preview attachment XXXXXXXX XXXX everything you guys are doing is destoying my credit You- XXXX XXXX  Have you checked your XXXX report? \nDo you have log in issues? \nXXXX XXXX - XXXX XXXX get it fixed or i will file another complaint yes i have and two weeks ago my score was XXXX now its XXXX because you guys will let anyone do whatever they wamt You - XXXXXXXX XXXX Have you checked your XXXX report? \nLet me check for you XXXX XXXX - XXXXXXXX XXXX im serious im not playing with anyone of the credit reporting agency anymore ive got data breaches and ive got over 30 hard inquires You - XXXXXXXX XXXX In order to continue I will first need to validate your identity, which shouldn't take more than a minute. Do you already have an online account with XXXX XXXX Self Service? \nXXXX XXXX - XXXXXXXX XXXX  yes i have checked my report everyday You - XXXXXXXX XXXX Do you have paid account or free account with XXXX? \nXXXX XXXX - XXXXXXXX XXXX its free now but i use bolster You - XXXXXXXX XXXX Here are the steps that we will follow today : Step 1 : Once ready, please go to XXXX XXXX XXXX  Step 2 : Provide your username and Password and click Login. Step 3 : After you successfully login, you will receive a text message thanking you for logging in. Please return to this chat at that time. Does that sound ok? Let me know if you are ready to begin. \nXXXX XXXX - XXXXXXXX XXXX and the fact that i have hand many breaches concerns me had i have done that already many times and it keeps looping me back to login page im not doing it anymore look how many times you have sent me an email You- XXXX XXXX I am sorry, I can not proceed without validation you, which is your login. \nXXXX XXXX - XXXX XXXX and once again it tells me im wrong and im XXXX not im getting XXXX the next message i send will be to the cfpb You - XXXXXXXX XXXX I would love to assist you with the login issue, But without authentication I couldn't able to assist you further. Unfortunately, my actions are restricted by policy. \n\nSo in this case, I would suggest you to contact : XXXX. They are the Login Issues team. \nThey will assist you with the request. \nXXXXXXXX XXXX XXXX XXXX XXXX Please use the above link and try to reset your password. \nIt will ask you for your SSN and last name and your secret question answer : once you submit all this information you'll receive the password reset email with your temporary password .In some cases, the email may take up to up to 20 minutes to deliver. The temporary password should be used within 24 hours of receipt. \nNote : user id, Password and answer to your security question is case sensitive. \nOr Please try to reset password XXXX XXXX - XXXX XXXX  i have already been sent the information and it still tells me im wrong i have done all of those things You - XXXX XXXX  Sorry for that case I request you to please reach the above number XXXX XXXX - XXXXXXXX XXXX Incorrect Username or Password. Please try again. If you have not logged in for a while, you may need to create a new account. \nthis what happens and then i do a new account and it tells me i already have one XXXX - XXXX XXXX When you call please follow the below steps or the call will hang up and be transferred to chats again : 1. For English press 1 2. Reason for the call- Credit Freeze, Login Assistance, etc.\n\n3. Excited to offer new messaging feature press 1 for XXXX XXXX for XXXX or stay on the line XXXX : Do not select any option for mobile messaging offer, simply stay on the line. \n4. Provide the zip code and SSN XXXX. Wait to be connected to the available agent XXXX XXXX - XXXX XXXX  no i have spent enough time on this im just going to file another complaint and let cfpb handle it You - XXXXXXXX XXXX  you thought you could get rid of me not You - XXXX XXXX These instances are rare. Since XXXX XXXX XXXXXXXX? XXXX had high call volume, you were routed to message platform so that issue is addressed instead of keeping you waiting for long on call. \nXXXX XXXX call volume, you were routed to message platform so that issue is addressed instead of keeping you waiting for long on call. \nNow XXXX XXXX - Now","date_sent_to_company":"2025-01-26T22:17:43.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"64118","tags":null,"has_narrative":true,"complaint_id":"11774379","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-01-26T22:17:40.000Z","state":"MO","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["Please select one of the following options Reset my Password Chat to a live agent Go back to the Main Menu XXXX Virtual Assistant - XXXX XXXX  Chat to a live agent You- XXXX XXXX In order to transfer you to the correct agent, Please select from the following options that best describe your <em>question</em> : Technical Issues Login Issues <em>Identity</em> <em>Verification</em> Error Cancellations <em>Freeze</em> Fraud Alert Credit Report Credit Score General <em>Questions</em> XXXX Virtual Assistant - XXXXXXXX XXXX Credit Report You- XXXXXXXX"]},"sort":[12.075247,"11774379"]},{"_index":"complaint-public-v1","_id":"21861416","_score":5.861755,"_source":{"product":"Credit card","complaint_what_happened":"FORMAL DISPUTE, FRAUD CLAIM, AND NOTICE OF REGULATORY ESCALATION Unauthorized Balance Transfer and Associated Fees I am writing to formally dispute an unauthorized balance transfer in the amount of {$17000.00}, along with an associated transaction fee of {$690.00}, posted to my credit card account ending in XXXX. \n\nThis transaction was not authorized by me, occurred without my knowledge or consent, and took place during a documented XXXX  XXXX attack and coordinated fraud attempt targeting my accounts. \n\nThe funds were transferred to an XXXX XXXX issued by XXXX XXXX ( account ending in XXXX ), with which I have no affiliation and no corresponding account on my credit reports ( see XXXX  XXXX ). \n\nI am also formally disputing the handling of my claim, which has now been closed multiple times without explanation, without evidence review, and while I was actively attempting to submit documentation. \n\nXXXX. CONTEXT : COORDINATED FRAUD PATTERN Beginning XX/XX/XXXX, I was subjected to a large-scale spam attack, coinciding with repeated fraudulent attempts to transfer funds to external Apple Card accounts : XXXX XXXX XXXX XXXX XXXX XXXX in XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX in XXXX ) This demonstrates a persistent and evolving fraud attempt, not an isolated event. \n\nXXXX. CRITICAL FACTS ESTABLISHING FRAUD I have never conducted a balance transfer of this magnitude and any transfers I have done recently have been to pay off my Bank of America cards I have no relationship with either account ( XXXX or XXXX ) Neither account appears on my credit reports ( Exhibit XXXX ) No new accounts or inquiries exist I have never carried a balance remotely approaching {$17000.00} Most critically : A fraudulent balance transfer attempt on XX/XX/XXXX was made using a newly reissued card that had not been opened, accessed, or activated by me. \nThis confirms the activity was not initiated by me and could not have been authorized through normal account access. \n\nDetailed Chronological Timeline of Events XX/XX/XXXX Spam Bombing Attack Begins/ Credit Bureaus Frozen On XX/XX/XXXX, I began experiencing what appeared to be a coordinated spam bombing attack against my email account. I was receiving an overwhelming volume of spam emails, which appeared designed to obscure legitimate communications and interfere with my ability to monitor account activity. \n\nIn response, I immediately took protective action and froze my accounts with all three major credit bureaus. \n\nSupporting XXXX  : XXXX  XXXX Credit Bureau Freeze Confirmations XX/XX/XXXX IT Security Review/ Password and Account Protection On XX/XX/XXXX, I contacted my IT department and explained that I was being targeted by a spam bombing attack. My IT department advised me on immediate steps to secure my accounts and helped me implement spam filters until the attack stopped. He also permanently deleted the spam emails from XX/XX/XXXX while he was working on my account hence no XX/XX/XXXX email evidence. To be clear, we did a THOROUGH review of the emails to find any suspicious emails or transaction alerts before doing so. \n\nHe can be contacted at : XXXX : XXXX to corroborate. \n\nPer his suggestion, I also checked XXXX Password Checkup and XXXX Password Security to determine whether any of my passwords had been involved in a security breach. Some passwords were flagged as compromised, but based on the available information, my Bank of America credentials were not identified as compromised. \n\nI changed the compromised passwords and continued monitoring my accounts closely. \n\nSupporting Exhibit : XXXX  XXXX IT Security Measures email request XXXX  XXXX Sworn Declaration of whereabouts ( XX/XX/XXXX ) XX/XX/XXXX Unauthorized Balance Transfer Posts WITH NO FRAUD ALERT On XX/XX/XXXX, an unauthorized balance transfer in the amount of {$17000.00} was processed on my Bank of America credit card account ending in XXXX. A related transaction fee of {$690.00} was also charged. \n\nThe transfer was made to XXXX XXXX XXXX XXXX Bank, account ending in XXXX. \nI did not authorize this transaction. I have no affiliation with this XXXX XXXX account, and no such card or corresponding account appears on my credit reports. \n\nMost concerning, I received no fraud alert, text message, email notification, or verification request for this large and highly unusual transaction. \n\nSupporting Exhibit : XXXX  XXXX Account Statement Showing Unauthorized Balance Transfer and Transaction Fee XX/XX/XXXX Fraud Alerts Received for Attempted Transfers to XXXX XXXX Ending in XXXX XXXX XXXX, I received a text message from Bank of America XXXX XXXX XXXX stating that a balance transfer had been attempted to XXXX XXXX XXXX XXXX XXXX, account ending in XXXX. I was taking my children to school at the time. \nXXXX XXXX, I received another fraud notification regarding attempted activity. I responded NO to confirm that I did not authorize the attempted balance transfer. \n\nI immediately called Bank of America to cancel the card and report that I was being targeted. I specifically informed the representative that I had been experiencing spam bombing attacks and that I believed someone was actively attempting to defraud me. \n\nDuring this call, no one informed me that an unauthorized {$17000.00} balance transfer had already been charged the day before, on XX/XX/XXXX, to the same XXXX XXXX account ending in XXXX. The representative did not mention any suspicious transactions or connect the XX/XX/XXXX attempted transfer alerts to the XX/XX/XXXX transaction. \n\nThis is one of the most troubling facts : Bank of America sent alerts for attempted transfers on XX/XX/XXXX, but did not send any alert for the larger transfer that actually went through on XX/XX/XXXX. \n\nSupporting Exhibits : XXXX  XXXX Screenshot of XX/XX/XXXX, XXXX XXXX  Fraud Alert Text Referencing Apple Card Ending in XXXX Exhibit XXXX Screenshot of XX/XX/XXXX, XXXX XXXX  Fraud Alert and NO Response XX/XX/XXXX Unauthorized Charges Discovered / Card Canceled and Reissued On XX/XX/XXXX, I checked my Bank of America accounts and saw that the balance on my card ending in XXXX was over {$20000.00}. \n\nI then discovered two unauthorized charges that had posted on XX/XX/XXXX : {$17000.00} unauthorized balance transfer {$690.00} transaction fee These charges were connected to the unauthorized balance transfer to : Transaction Type : Balance Transfers Offer ID : XXXX Reference number : XXXX Merchant Name : Balance Transfer Apple CA I immediately contacted Bank of America. I explained that I did not authorize the transaction, that I had already reported suspicious activity on XX/XX/XXXX, and that I had been experiencing spam bombing attacks. \nBank of America canceled my card and sent a replacement card. I was told that I would need to complete and return a letter that would be sent to me, and that I needed to return it within 10 days. \n\nSupporting Exhibit : XXXX  XXXX Account Snapshot Showing Unauthorized Charges XX/XX/XXXX Credit Reports Reviewed / No Matching Accounts or Balances I logged into my credit reports ( all three bureaus ) to confirm whether any new accounts had been opened in my name. \n\nThe reports showed : No new accounts opened in my name No new inquiries No XXXX XXXX XXXX XXXX account ending in XXXX No XXXX XXXX XXXXXXXX XXXX account ending in XXXX No outside credit card balances large enough to justify a balance transfer of this size I have been carrying low balances outside of Bank of America for a long time. Nothing in my credit reports supports or explains a transfer of this amount. \n\nSupporting Exhibit : XXXX  XXXX Credit Reports Showing No Matching Apple Card Accounts, No New Accounts, No Inquiries, and No Balances Supporting the Transfer XX/XX/XXXX FTC Identity Theft Report Filed On XX/XX/XXXX, I filed an identity theft report with the Federal Trade Commission. \n\nThis report was filed because the unauthorized balance transfer, spam bombing attack, and repeated attempted transfers strongly indicated that I was the victim of coordinated identity theft and fraud. \n\nSupporting Exhibit : XXXX  XXXX FTC Identity Theft Report XX/XX/XXXX Police Report Filed With XXXX XXXX XXXX XXXX Department On XX/XX/XXXX, I filed a police report with the XXXX XXXX XXXX XXXX Department, XXXX XXXX XXXX. \n\nAn officer came to my home, and I showed him the information and documentation I had gathered, including the suspicious activity, the spam attack, and the fraudulent balance transfer. \n\nSupporting Exhibit : XXXX  XXXX Police Report XX/XX/XXXX Bank of America Claim Closed Before Evidence Was Submitted By XX/XX/XXXX, I had not received the letter in the mail that Bank of America told me would be sent after my XX/XX/XXXX call. I also had not received a temporary credit for the fraudulent transaction that was promised on XX/XX/XXXX. \n\nI called Bank of America again. The representative placed me on hold for a long time and stated that I should have received my credit by then. \n\nDuring this call, I was told that my claim had been closed, even though I had not submitted my evidence yet and had not received the letter I had been told to expect. \n\nThe representative reopened or reissued the claim and stated that I should receive the letter shortly. She also told me that I would have to return the letter within 10 days of receiving it, not 10 days from the claim date. This was confusing because I had previously been told I had 10 days, but I had not yet received anything that would allow me to submit my documentation properly. \n\nThis was the first point at which it became clear that my claim was being handled inconsistently and possibly closed without a proper review. \n\n\nXX/XX/XXXX New Fraud Attempt on Reissued, Unactivated Card On XX/XX/XXXX, I received another alert regarding an attempted balance transfer. \nThis time, the attempted transfer was for {$17000.00} to XXXX XXXX XXXX XXXX XXXX, account ending in XXXX. \n\nThis was especially alarming because the request was made on my newly reissued Bank of America card, which had been issued due to the prior fraud. I had not opened the envelope containing the new card, had not accessed the new card, and had not activated it. \n\nThis is a critical fact. A balance transfer request was attempted on a reissued card that I had not opened or activated. This further confirms that the fraudulent activity was not initiated by me and could not have resulted from my normal use of the card. \n\nFor this attempted transfer, I received both a text alert and an email alert from Bank of America. This contrasts sharply with the XX/XX/XXXX unauthorized transfer, for which I received no alert despite the much larger and successful transaction. \n\nSupporting Exhibit : XXXX  XXXX XX/XX/XXXX Fraud Alert for Attempted Transfer to XXXX XXXX Ending in XXXX XX/XX/XXXX Immediate Call to BofA / Agent Accuses Me of Liability and Locks Me Out Immediately after receiving the XX/XX/XXXX attempted balance transfer alert, I called Bank of America. \n\nI explained the full situation again, including : The ongoing spam bombing attack The prior unauthorized balance transfer The XX/XX/XXXX attempted fraud alerts The fact that I had already filed a claim The fact that this new attempted transfer was made on a reissued card that had not been opened or activated During this call, the agent told me that my claim had been closed and that I had been found liable for the transfer. \n\nI was horrified. When I asked for details, the agent was rude and told me she could not talk to me. She then locked me out of my accounts and told me I would have no access until I went into a financial center and showed two forms of identification. \n\nThis was deeply distressing because I was calling to report another active fraud attempt, and instead of receiving help, I was locked out of my accounts and accused of being liable for a transaction I did not authorize. \n\nXX/XX/XXXX In-Person Visit to Bank of America XXXX XXXX XXXX  XXXX and XXXX Immediately after being locked out, I went in person to the Bank of America XXXX XXXX XXXX XXXX  XXXX and XXXX in XXXX XXXX XXXX \n\nI worked with XXXX XXXX. \n\nAt the branch : I explained the full fraud situation again I provided two forms of identification I entered my PIN when my debit card was swiped I explained that I had been spam attacked I explained that I had already reported the fraud I explained that the new attempted transfer was made on a reissued card that had not been opened or activated XXXX XXXX eventually called the Bank of America fraud department. \n\nWe spoke with a male fraud department representative who told me that my claim had been closed and that I had been found liable. \n\nI argued that this made no sense because : I had not uploaded all of my evidence I had not received the letter in the mail I had not been given an alternate way to submit documentation I had reported the fraud immediately I had received alerts for related attempted transfers I had no relationship with the XXXX XXXX  accounts involved The latest attempt occurred on a reissued, unactivated card After a very confusing conversation and a very long period of time, the fraud representative stated that he had reopened my claim and unlocked my card so I could access the claim online. \nI checked my phone while still at the branch and confirmed that the claim was accessible again. However, there was no link to upload additional documents. \n\nWhen I pointed this out, the representative placed me on hold again for a long time. He eventually came back and told me that it could take up to 24 hours for the upload link to appear and that I should be able to upload my documentation the next day. \n\nXX/XX/XXXX Email to XXXX On XX/XX/XXXX, I also emailed XXXX to report the fraudulent transfer request and to document that fraud attempts were continuing. \n\nI also changed my Bank of America password online. \n\nSupporting Exhibit : XXXX  XXXX Email to XXXX Regarding Fraudulent Transfer Request XX/XX/XXXX Ongoing Spam Bombing Attack Also on XX/XX/XXXX, I continued to experience an active spam bombing attack. \n\nBetween approximately XXXX XXXX  and XXXX XXXX  XXXX, I received : Over 1,600 spam emails to my spam folder Over 30 spam emails that made it into my inbox This was happening at the same time I received the Bank of America notification regarding the attempted balance transfer. \n\nThe spam bombing was ongoing and directly overlapped with the fraud attempt. \n\nSupporting Exhibit : XXXX  XXXX Spam Attack Screenshots and Logs Showing XXXX Spam Emails and XXXX Inbox Emails XX/XX/XXXX Claim Closed Again Overnight Despite Being Reopened the Prior Day On the morning of XX/XX/XXXX, I saw that I had received an email from Bank of America XXXX XXXX XXXX  the night before stating that my claim had been closed again. \n\nThis was shocking because on XX/XX/XXXX I had spent hours : Calling Bank of America Going in person to the financial center Providing two forms of ID Entering my PIN Speaking with the branch representative Speaking with the fraud department Having the claim reopened Being told I would be able to upload evidence the next day The XX/XX/XXXX email made it appear as if everything that happened on XX/XX/XXXX had never occurred. \n\nAt this point, I felt as though Bank of America was actively preventing me from defending myself against fraud. I had repeatedly attempted to provide evidence, but my claim was closed before I could upload it, reopened only after significant effort, and then closed again overnight before the upload function was made available. \n\nThis sequence made me feel gaslit, mistreated, and obstructed in my attempt to resolve a clearly fraudulent transaction. \n\nXX/XX/XXXX Claim Closed Again / Escalation to Supervisor / Continued Obstruction On the morning of XX/XX/XXXX, after discovering that my claim had been closed again at XXXX XXXX  the prior evening ( see XXXX  XXXX ), and at XXXX XXXX  ( see XXXX XXXX ) I received an email that stated that a final review was done and my claim was declined! \n\nI immediately called Bank of America again to seek clarification and escalation. \n\nRequest for Supervisor and Escalation During this call, I specifically requested to speak with a fraud claims supervisor. I was transferred to an individual identified as XXXX from XXXX. \n\nI then retold the entire sequence of events once again, including : The spam bombing attack beginning XX/XX/XXXX The unauthorized XX/XX/XXXX balance transfer The XX/XX/XXXX fraud alerts that I declined The fact that I never received a notification for the actual fraudulent transaction The XX/XX/XXXX attempted transfer on a reissued, unactivated card The branch visit where I spent hours verifying my identity and reopening the claim The repeated assurances from multiple Bank of America representatives that : o I would receive a letter o I would receive an upload link to submit evidence o My claim had been reopened o My accounts were secured At this point in the call, I was extremely distressed and crying uncontrollably, as I had now spent weeks attempting to resolve what is clearly a fraudulent transaction and had instead been : Given conflicting and inconsistent information Passed repeatedly between departments Prevented from submitting evidence Locked out of my accounts Told I was liable for a transaction I did not authorize Concerns Expressed During Call I clearly expressed to XXXX that : There has been a complete failure of customer service and fraud protection I do not understand how a fraudulent transaction of this magnitude was approved without alerting me I do not understand how multiple employees are providing contradictory information about the claims process I feel that I am being passed from department to department to avoid resolution I do not understand how a newly issued, unactivated replacement card could immediately be compromised again I do not feel that my finances are safe at Bank of America I further explained that : I have no involvement whatsoever with the fraudulent transaction I have provided and attempted to provide documentation demonstrating this I am being prevented from properly defending myself Response from Fraud Supervisor ( XXXX ) XXXX was professional and empathetic ; however, he confirmed that : My claim had been closed He was unable to confirm whether the claim had actually been reopened the prior day during my in-branch visit This was particularly concerning because I had : Spent hours in person at a branch Verified my identity with two forms of ID and PIN entry Been explicitly told by a fraud representative that everything was being taken care of and the claim was reopened Further Instructions Given XXXX provided me with a phone number for the fraud claim reviewing department and instructed me to call them on Monday, as they were not open at the time of the call. \n\nHe further instructed me that I would need to : Repeat the entire situation again Request that they provide me with a way to submit documentation demonstrating that I am not involved in this fraudulent transaction, as they have been actively trying to accuse me and hold me liable for a crime I did not commit. \n\nResulting Impact and Ongoing Harm At this point, the process had become circular and non-functional. I expressed clearly that : I feel like I am on a hamster wheel, being asked to repeat the same facts over and over without resolution I no longer have confidence that anything I am told by the bank is accurate or reliable I feel that I am being defrauded twice : o First by the individual ( s ) who stole my money o Second by the institution that allowed the transaction and is failing to correct it I also raised fundamental questions that remain unanswered : Why has a basic investigation not determined this was fraud? \nCan the bank not : o Trace where the funds were transferred?\n\no Confirm that the receiving account does not belong to me?\n\no Identify the origin location of the transfer and compare it to my actual location on XX/XX/XXXX? \no Recall or freeze the transferred funds? \n\nNotice of Further Action I informed XXXX that : I am prepared to file a formal complaint with the Federal Trade Commission I am prepared to engage legal counsel My husband, XXXX XXXX, and I are prepared to withdraw substantial funds ( approaching $ XXXX combined ) from Bank of America and move our banking and mortgage relationship elsewhere Personal and Professional Impact I also explained the real-world consequences of this failure : I have a scheduled mental wellness retreat in XXXX beginning Sunday through Wednesday ( XX/XX/XXXX ), which is now overshadowed by this unresolved issue Instead of resolution after nearly three weeks, I am now forced to carry this stress into that time To reiterate : I am raising two small children I work in a high-demand executive role as Senior Vice President at Entertainment Media Ventures I have just launched a new company, XXXXXXXX XXXX XXXX, where I serve as XXXX XXXX XXXXXXXX  I do not have ANY TIME as it is, and Bank of America has wasted dozens of hours of my time, taking away from critical work projects and time with my family Despite this, I have been : Treated dismissively Denied clear answers Prevented from submitting evidence And at times made to feel as though I am being treated as responsible for criminal activity rather than the victim of it Conclusion of XX/XX/XXXX Events At the conclusion of this call, there was still : No resolution No confirmed active claim under proper review No ability to submit evidence No assurance that my accounts are secure This situation is completely unacceptable, and I am demanding immediate resolution. \n\nSupporting Exhibit : XXXX  XXXX XXXX XXXX Bank of America Sent at XXXX XXXX  Stating Claim Was Closed Again XX/XX/XXXX Escalation Attempt and Breakdown in Support Process On XX/XX/XXXX, I contacted Bank of America at XXXX, following prior instructions from a representative identified as XXXX. Upon reaching an agent, I immediately requested to speak with a supervisor due to the ongoing urgency and complexity of my fraud claim. \n\nInstead of being connected to a supervisor, I was transferred multiple times across departments. At each transfer, I was required to restate the full details of my situation. Eventually, I was connected with an individual who I believed to be a supervisor ; however, they appeared unfamiliar with my case and required a full re-explanation. That individual informed me that they had no information on how I could submit supporting evidence for my fraud claim, which directly contradicts prior guidance I had received. \n\nI was then transferred again. After once more explaining the situation, I discovered that I had been routed back to general customer service, rather than a fraud or supervisory team. At this point, after more than an hour on the phone and repeated failed transfers, I became extremely distressed. \nI formally requested that all calls from this date be reviewed and that the conduct of the customer service representatives involved be placed under formal internal review, as the handling of my case was disorganized, inefficient, and wholly inadequate given the seriousness of a fraud claim. The repeated misrouting and lack of procedural knowledge prevented me from submitting critical evidence and materially delayed resolution of my claim. \n\nXX/XX/XXXX Failed Fax Attempts and Paid Third-Party Transmission On XX/XX/XXXX, I attempted to submit my fraud dispute documentation via fax to XXXX, as instructed. Multiple attempts to transmit the documents were unsuccessful and rejected. \nDue to the urgency of ensuring my evidence was received, I paid {$50.00} to send the documents via XXXX  XXXX  ( XXXX ). I received a confirmation indicating that the fax transmission was successful ( see XXXX XXXX ). \n\nTo further ensure delivery, I sent the documents again via an additional fax service ( XXXX  ), and received a second confirmation of successful transmission ( see XXXX  XXXX ). \n\nDespite following all provided instructions and incurring out-of-pocket expenses to do so, I have not received confirmation from Bank of America that my documentation has been properly received or logged into my case file. \n\nSupporting Exhibit : XXXX  XXXX Successful Fax Confirmation XXXX XXXX XXXX  XXXX Successful Fax Confirmation XXXX  XX/XX/XXXX Conflicting Information, Hostile Interaction, and IP Address Dispute On XX/XX/XXXX, I contacted Bank of America again and spoke with a representative identified as XXXX ( XXXX  ), who was empathetic and attempted to assist. I was then transferred to an individual named XXXX XXXX XXXX  XXXX, whose conduct was notably unprofessional and dismissive. I am formally requesting that this call be pulled and reviewed, as his behavior materially added to the distress and mishandling of my case. \n\nFollowing this interaction, I was transferred to XXXX, a supervisor, who stated that she would : File internal customer complaints regarding prior interactions Add notes documenting my repeated attempts to submit evidence Keep the fraud claim open until documentation is confirmed received During this call, XXXX stated that the IP address associated with the fraudulent transaction was consistent with my historical usage. \n\nI explicitly dispute this assertion. At the time of the unauthorized transaction, I was physically present at my office in XXXX XXXX in XXXX XXXX, a highly secured facility with verifiable access logs and surveillance records. I am prepared to provide supporting evidence confirming my location. \n\nAdditionally, it is widely recognized that IP addresses can be spoofed or masked, particularly in cases involving coordinated fraud or spam attacks. The presence of a familiar IP address alone does not constitute proof of authorization ( see XXXX  XXXX ). \nXXXX advised that I should also submit my documentation via certified mail, and confirmed that notes would be added to ensure my claim remains open pending receipt and review of my materials. \n\nSupporting Exhibit : XXXX  XXXX FBI.GOV article explaining the prevalence of IP address spoofing and its use in fraudulent activity. \n\nThis article explains that IP addresses can be manipulated, masked, or spoofed by bad actors to make a transaction appear as though it originated from a legitimate user or familiar location. Techniques such as VPN masking, proxy routing, and spoofing tools are commonly used in coordinated fraud and spam attacks. \n\nThe existence of a matching or familiar IP address does not constitute reliable proof of user authorization, particularly in cases involving : Spam or phishing attacks Unauthorized account access Coordinated fraud attempts This exhibit directly challenges Bank of Americas assertion that an IP address consistent with prior usage is sufficient evidence to attribute the transaction to me. It supports the position that additional authentication evidence is required to establish authorization. \n\nXX/XX/XXXX Reversal of Temporary Credit and Ongoing Financial Harm On XX/XX/XXXX, I logged into my Bank of America account and observed that the previously issued temporary credit had been removed without prior notice or explanation. \n\nAs a result, my account balance reverted to approximately {$20000.00}, and I am now incurring interest charges on a balance that I continue to dispute as fraudulent. \n\nThis action has caused immediate and ongoing financial harm, including : Accrual of interest on a disputed and unauthorized transaction Significant negative impact on my account standing Additional emotional distress given the unresolved status of my fraud claim At no point prior to the removal of the temporary credit was I provided : A formal determination letter Supporting evidence for denial of my claim Confirmation that my submitted documentation had been received and reviewed Given that my fraud claim remains disputed and under active submission of supporting evidence, the removal of the temporary credit appears premature and procedurally improper. \n\nI am requesting : Immediate reinstatement of the temporary credit pending full investigation Reversal of all interest and fees associated with the disputed transaction A written explanation detailing the basis for removal of the credit Final Notice of Escalation If this matter is not resolved promptly and appropriately, I will have no choice but to escalate this dispute further. This includes filing formal complaints with the Better Business Bureau, the Federal Trade Commission, and all other relevant regulatory and oversight authorities, as well as pursuing direct legal action against Bank of America. \n\nI am fully prepared to provide the extensive documentation, timeline, and supporting exhibits outlined herein, which clearly demonstrate both the fraudulent nature of this transaction and the banks failure to conduct a reasonable and consistent investigation. I will also seek recovery of all damages incurred, including financial losses, interest charges, and any additional remedies available under applicable law. \n\nI strongly urge Bank of America to take immediate corrective action to resolve this matter before further escalation becomes necessary. \n\nI declare under penalty of perjury under the laws of the State of XXXX and the United States of America that the foregoing statements, timeline, and supporting exhibits are true and correct to the best of my knowledge, information, and belief. \nI further declare that all documents submitted in support of this claim are authentic and have not been altered, and that this statement is made in good faith in connection with a fraud dispute.","date_sent_to_company":"2026-05-04T19:03:56.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge 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