{"took":304,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":46,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3250421","_score":23.37334,"_source":{"product":"Checking or savings account","complaint_what_happened":"Around the first of XXXX I filed a complaint against United Bank to what I describe as discrimination. I was trying to withdraw a large sum of money out of my account. An employee came over and started looking over the clerks shoulder and stopped her from giving me my money while checking to see if my deposit of days before was a good check although it had been cleared that day by the bank. They didnt address my complaint but sent a lie back saying the employee helps people to make sure they dont get scammed which had nothing to do with him refusing to give me my money because I was XXXX. Since then the bank has made it hard for me anyway they can. For the past month or longer I have had real problems managing my account because I cant get into it online. They keep giving me a security check about every time I try to log in from the same phone the same way. I called and was told it was no one I could talk to to stop this. At that time a supervisor fixed it so I could get in but the next day it was the same thing. I would choose to answer questions and then it would say it could not give me questions to answer ( this is what kept happening ) so my only choice was to receive a text after I give them the code on my phone on their page. I read it back to them on three occasions and it said it was the wrong code. This has cost me money, time and stress. It should be my choice of the level of security for my account to log in from my phone with every thing consistent. Their security is terrible where it should be with money being taken out of my account unlawfully more than once and by the same company.","date_sent_to_company":"2019-05-22T17:05:29.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"20745","tags":"Older American","has_narrative":true,"complaint_id":"3250421","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED BANKSHARES, INC.","date_received":"2019-05-22T16:06:42.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I would choose to <em>answer</em> <em>questions</em> and then it would say it could not give me <em>questions</em> to <em>answer</em> ( this is what kept happening ) so my only choice was to receive a <em>text</em> after I give them the code on my phone on their page. I read it back to them on <em>three</em> occasions and it said it was the wrong code. This has cost me money, time and stress. It should be my choice of the level of <em>security</em> for my account to log in from my phone with <em>every</em> thing consistent."]},"sort":[23.37334,"3250421"]},{"_index":"complaint-public-v1","_id":"13573692","_score":22.721493,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"So I had put a security freeze on my report last week and began disputing bad information found on my report. I attempted to use XXXX website to unfreeze my report because I needed to apply for a mortgage loan. The website gave an error and stated that I would have to contact customer support. I reached out first by text message. The customer Support was unable to help me via their text message Support system. I tried three different times providing all the necessary information they requested at each time. They continue to have trouble and were unable to unfreeze my report. \n\nAfter that, I contacted them via phone and after giving them pretty much every piece of information about me, including my address phone email Social Security number birthdate first name last name pretty much every piece of personally identify information that was needed. I was told I had to answer some security questions based on my credit report The questions that were asked were or contained information that didnt apply to me because it was based on fraudulent or or wrong information that was all my credit report probably information that I was disputing so it was no wonder that I got the questions wrong when I failed that verification. The customer support person told me that Id have to call back and go through the entire process all over again so now not only could I not use their website the text message part who did it work and the phone part did it work and I would have to go through it all again and hope that I could somehow make it through their verification process again when all Im trying to do is unfreeze my credit report so that I could apply for a loan for a house for me and my kids This entire situation these credit bureaus hold us hostage by our credit scores and at the information that they that they keep on us as XXXX  it is its like being hostage. We have no power and they they can do whatever they want and we are completely behold to them. \n\nI dont even know what the remedy would be. I dont even know what I would request. All I know is this whole situation is awful and its it. Im sure Im not the only person to ever have this problem. Trans Union is seems to be the worst to be out of the three I havent had any problems out of experience or XXXX  that Ive been able to freeze unfreeze my credit report just fine on those two, but for some reason, transit is just the most difficult I felt like I just had to come and make this complaint and dont really think anything is gon na happen out with it because the CFPB doesnt really do anything and they dont really have any power just pretty much waste of money so I dont know.","date_sent_to_company":"2025-05-17T18:15:13.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"29073","tags":"Servicemember","has_narrative":true,"complaint_id":"13573692","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-05-17T18:00:46.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I was told I had to <em>answer</em> some <em>security</em> <em>questions</em> based on my credit report The <em>questions</em> that were asked were or contained information that didnt apply to me because it was based on fraudulent or or wrong information that was all my credit report probably information that I was disputing so it was no wonder that I got the <em>questions</em> wrong when I failed that verification."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[22.721493,"13573692"]},{"_index":"complaint-public-v1","_id":"13063738","_score":22.1699,"_source":{"product":"Checking or savings account","complaint_what_happened":"At XXXX this morning I tried to use my debit card and it was giving the error that it's unauthorized access. I called customer service and the regular business hours were not in operation and it was told to call back during a normal business hours. I called back during normal business hours I was subsequently locked out of my mobile banking app. I could not be verified through their verification system due to a phone number that is out of service because I can not access my debit card to pay for that phone bill. I submitted my ID to the security team and insisted that they expedite the process and verify me instead they are insisting I wait one to three business days. This is not the first time I've had this problem with the USAA as my bank. I'm caught in an endless feedback loop in their automated system in which can not be overridden by an actual human being. there are obviously flaws in their system because they are asking me for a security code that's on the login screen on my mobile banking which I can not access because they locked me out of. I can not receive a one-time code via text messages because they haven't old or unworking phone number on file. They are unwilling to use my email address, unwilling to use the security questions for which I've answered the correct answers for, and are withholding my funds for from me which it should be and is I assume illegal. They're pointing the finger at their automated system however someone has to be able to solve this problem by looking at my IDs and knowing that it's me saying that I've answered every security question correct using my bio metrics to log into my account with my fingerprint all of which has been denied by this bank. I am just really seeking help and some sort of restitution against this institution for withholding my money from me multiple multiple times. something needs to be done regarding this bank and their banking practices this is not fair to their customers they are rude to their customers have been hung up on several times and nobody down there can offer me any explanation as to why any of this is even happening.","date_sent_to_company":"2025-04-18T18:06:36.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"78741","tags":null,"has_narrative":true,"complaint_id":"13063738","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-04-18T17:55:12.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["They are unwilling to use my email address, unwilling to use the <em>security</em> <em>questions</em> for which I've <em>answered</em> the correct <em>answers</em> for, and are withholding my funds for from me which it should be and is I assume illegal."]},"sort":[22.1699,"13063738"]},{"_index":"complaint-public-v1","_id":"19580838","_score":19.485151,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX of 2026 at approximately XXXX Eastern time an email was received a better request for a wire transfer from my bank account immediately following that receipt. My cell phone service SIM acquired was compromised and I lost all ability to make a phone call or send a text because my network was not available. On the following day at XXXX XXXX, I was at XXXX getting a new cell phone and a then I proceeded to my bank and closed the existing recount which {$400.00} was withdrawn and opened up a brand new account. I had three other bank accounts that were compromised and money was withdrawn along with credit cards that were accessed in all disputes were filed, and money was credited back to my account accounts. While this happened, I have three crypto exchanges one is XXXX two is XXXX  and three is XXXX. I have requested on numerous occasions probably an email trail of 30 to 50 emails in responses with security questions answered photos sent drivers license. Every detail is tied to my account trying to get access to my account and to this day. I can not access either account. With XXXX exchange, I had a credit card attached to my account. There was one fraudulent transaction of that in which I filed a dispute.. I receive notice that the credit card payment two of them one of them for {$130.00} and the other one was from {$69.00} that failed to process because the bank account that I pay from was was frozen and still as which prevented payment to satisfy the balance thus a bounce back fee of {$12.00} was access to my account. I reported this immediately to both the crypto exchange portion of it and the credit card and they still failed to address my dispute off new emails .. XXXX and XXXX have preventing me from accessing my account and I do not have an active credit card or ever had one associated with these exchanges. I am a XXXX citizen on Social Security and also a XXXX veteran that receives VA compensation. I have filed reports with the local sheriffs department, the FBI and the FTC on all fraudulent matters that occurred on XX/XX/XXXX. I am in the process of trying to get law-enforcement, whether it be local or federal to help me issue subpoenas to all three of these exchanges plus other accounts that were compromised to track down these criminals. I am reaching out to you for the record for any assistance or guidance that you may have on this issue to get my life back","date_sent_to_company":"2026-02-18T06:19:20.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"34609","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"19580838","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Winklevoss Exchange LLC","date_received":"2026-02-18T06:15:51.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I had <em>three</em> other bank accounts that were compromised and money was withdrawn along with credit cards that were accessed in all disputes were filed, and money was credited back to my account accounts. While this happened, I <em>have</em> <em>three</em> crypto exchanges one is XXXX two is XXXX  and <em>three</em> is XXXX. I <em>have</em> requested on numerous occasions probably an email trail of 30 to 50 emails in responses with <em>security</em> <em>questions</em> <em>answered</em> photos sent drivers license."]},"sort":[19.485151,"19580838"]},{"_index":"complaint-public-v1","_id":"19580694","_score":18.40856,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX of XXXX  at approximately XXXX Eastern time an email was received a better request for a wire transfer from my bank account immediately following that receipt. My cell phone service XXXX acquired was compromised and I lost all ability to make a phone call or send a text because my network was not available. \n\nOn the following day at XXXX XXXX, I was at XXXX getting a new cell phone and a then I proceeded to my bank and closed the existing recount which {$400.00} was withdrawn and opened up a brand new account. I had three other bank accounts that were compromised and money was withdrawn along with credit cards that were accessed in all disputes were filed, and money was credited back to my account accounts. \n\nWhile this happened, I have three crypto exchanges one is Coinbase two is XXXX and three is XXXX. I have requested on numerous occasions probably an email trail of 30 to 50 emails in responses with security questions answered photos sent drivers license. Every detail is tied to my account trying to get access to my account and to this day. I can not access either account. \n\nWith XXXX exchange, I had a credit card attached to my account. There was one fraudulent transaction of that in which I filed a dispute.. I receive notice that the credit card payment two of them one of them for {$130.00} and the other one was from {$69.00} that failed to process because the bank account that I pay from was was frozen and still as which prevented payment to satisfy the balance thus a bounce back fee of {$12.00} was access to my account. I reported this immediately to both the crypto exchange portion of it and the credit card and they still failed to address my dispute off new emails.. \n\nCoinbase and XXXX have preventing me from accessing my account and I do not have an active credit card or ever had one associated with these exchanges. \n\nI am a XXXX XXXX on XXXX XXXX and also a XXXX veteran that receives XXXX XXXX \n\nI have filed reports with the local sheriffs department, the FBI and the FTC on all fraudulent matters that occurred on XX/XX/XXXX. \n\nI am in the process of trying to get law-enforcement, whether it be local or federal to help me issue subpoenas to all three of these exchanges plus other accounts that were compromised to track down these criminals. \n\nI am reaching out to you for the record for any assistance or guidance that you may have on this issue to get my life back","date_sent_to_company":"2026-02-18T06:12:15.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"34609","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"19580694","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2026-02-18T05:52:28.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I had <em>three</em> other bank accounts that were compromised and money was withdrawn along with credit cards that were accessed in all disputes were filed, and money was credited back to my account accounts. \n\nWhile this happened, I <em>have</em> <em>three</em> crypto exchanges one is Coinbase two is XXXX and <em>three</em> is XXXX. I <em>have</em> requested on numerous occasions probably an email trail of 30 to 50 emails in responses with <em>security</em> <em>questions</em> <em>answered</em> photos sent drivers license."]},"sort":[18.40856,"19580694"]},{"_index":"complaint-public-v1","_id":"11585783","_score":17.176609,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> while I was away on business in XXXX ( NC ), I got a text from Chase Bank saying someone was trying to wire {$4500.00} was this me? I texted back with no and someone reached out right away. The number came up at Chase Fraud XXXX number ( XXXX ). I XXXX the number to make sure it was legit, and it was. These people already had all my information. They knew exactly the amount I had in my checking account, and they knew my account number and all my security question answers. They told me with all the craziness in the world there are different transactions they must do instead of sending all the money at once. They referenced the XXXX XXXXXXXX XXXX closing and everything has changed since then. They made me do three transactions over three days. They told me to not answer any calls while they were on with them. I believe they were re-routing calls from the real chase fraud to their cells because the only call I got was on the last day of transactions ( XXXX ). They acted as me when chased called I believe the first two days. I made transactions of {$10000.00} on the XXXX ( a preliminary transaction to move some money ), then {$24000.00} ( they said they couldn't do more than that these days ) on the XXXX and finally {$7400.00} on the XXXX. They said when all the money is transferred, they will call me back once it is all cleared on the wires. On Thursday the XXXX and Friday the XXXX they were very accurate on when to call me back and told me XXXX or XXXX XXXX I didn't hear back from them on Saturday and Sunday but got worried when I didn't hear anything back on Monday. I went to Chase bank branch ( address below ) where I keep my money on Tuesday the XXXX and that is when I found out I was scammed. I showed the Branch Manager, XXXX XXXX ( information below ), my cell phone logs, and he verified that the number they were calling from was the Chase Fraud number. He told me that he had never seen or heard of scammers using their fraud number to scam people. These individuals were so elaborate that when they put me on hold, they had Chase commercials and Jingles playing. I honestly believe that they were hacking into Chase 's website along with XXXX XXXX which I later found out that is where the money went to. I was tricked into thinking this was Chase 's Fraud department and got robbed of {$44000.00} almost. I filed a police report and subpoenaed a XXXX XXXX investigation which took a year and a half to conduct. I have all the documentation verifying that I was scammed, and these transactions were fraudulent. Chase will not re-open my case with this new evidence. That is why I am filing this complaint. \n\nXXXX XXXX VP / Branch Manager JP Morgan Chase Bank XXXX XXXX XXXX XXXX, NJ XXXX XXXX XXXX XXXX verified my phone log records from XX/XX/XXXX, XXXX and XXXX that every time I was called it came from the chase fraud XXXX number.","date_sent_to_company":"2025-01-20T18:41:37.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"078XX","tags":null,"has_narrative":true,"complaint_id":"11585783","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-01-20T18:05:22.000Z","state":"NJ","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["On XX/XX/year> while I was away on business in XXXX ( NC ), I got a <em>text</em> from Chase Bank saying someone was trying to wire {$4500.00} was this me? I <em>texted</em> back with no and someone reached out right away. The number came up at Chase Fraud XXXX number ( XXXX ). I XXXX the number to make sure it was legit, and it was. These people already had all my information. They knew exactly the amount I had in my checking account, and they knew my account number and all my <em>security</em> <em>question</em> <em>answers</em>."]},"sort":[17.176609,"11585783"]},{"_index":"complaint-public-v1","_id":"7805197","_score":15.317545,"_source":{"product":"Prepaid card","complaint_what_happened":"I called to activate my Netspend prepaid card. The rep that can barely understand because of their accent being so thick tells me that I have reached my limit on how many cards I have and to activate my new card I have to deactivate another card. She didnt tell me how many cards I had available and after every question she asked me she sent me a code to repeat back to her and I had to give my social security number in addition this is a total of four times. So with all of the thefts and fraud going on I told the rep I didnt feel comfortable giving out my social again after giving her the verification information she requested four times including the entire card number including the security code 4 separate times so I ask her will she be able to transfer the funds from my deposit account of the card she is canceling she said she could after she deactivated it. So again for the 5th time after nothing but the alleged card deactivation the rep asks me to verify a code through text tell her my social security number and provide the card number again with the three digits on the back for the fifth time after expressing my concerns about already giving each of those verification methods each four times prior. I asked to speak to a manager and the rep began speaking over me saying that in order to transfer I had to give the information again. I told her I was done doing anything further until I spoke with a manager. She puts me on hold for 15 mins and then Im transferred back to the automated system that asks me the same information that I already verified with her starting me all over again so I hang up to call back. I speak to someone immediately asking to speak with a supervisor. The rep starts telling me that I need to verify all of this information again and at this point I call to get my card activated with only having one deactivated with no activation so Im down a card and I am frustrated because again these reps are so nosey they just have to know why and go through the entire verification process after re explaining my situation. All for the rep to put me on hold for 5 minutes to to tell me there isnt a manager there right now. The final result one canceled card that I get a notification for saying that I lost a card not I have reached my limit so I am at a complete loss of the money on my card because the other was canceled under false pretenses and I still have a card that needs to be activated. So who does my legal team reach out to about reporting fraud, theft of my funds and deceptive practices? This feels like a total scam. I need immediate remedy being that now I have no way to feed the XXXX children I have here with {$0.00}. The Washington state laws on gift cards, I know they apply so I need answers especially since no one tried calling me back to complete the transaction or anything. Customer service has died and this is unacceptable!","date_sent_to_company":"2023-11-05T16:43:49.000Z","issue":"Problem getting a card or closing an account","sub_product":"General-purpose prepaid card","zip_code":"98106","tags":"Servicemember","has_narrative":true,"complaint_id":"7805197","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2023-11-05T16:14:05.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble getting, activating, or registering a card"},"highlight":{"complaint_what_happened":["The rep that can barely understand because of their accent being so thick tells me that I <em>have</em> reached my limit on how many cards I <em>have</em> and to activate my new card I <em>have</em> to deactivate another card. She didnt tell me how many cards I had available and after <em>every</em> <em>question</em> she asked me she sent me a code to repeat back to her and I had to give my social <em>security</em> number in addition this is a total of four times."]},"sort":[15.317545,"7805197"]},{"_index":"complaint-public-v1","_id":"3074033","_score":15.222612,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have two paypal accounts for many many years. One is  XXXX XXXX that I have set up as a business/merchant account address and most of my money is directed to it through business and personal, and another one XXXX that I have set up to have small amounts of money in at a time. \n\nI have been trying to get my money out of PayPal for over 1.5 weeks. I fled from hurricane Michael in XXXX XXXX and bought cheap RV in XXXX XXXX XXXX. It needed new roof and I must pay for the roof. Meantime I am homeless and carless because the RV repair wants their money that I KNOW I HAVE in paypal. The problem is : Paypal refuses to give me my money. \n\nI have researched to find out if others are having problems like I am. Guess what? They are. Same method of madness. Same 48 hour XXXX excuse. Class action lawsuits have been filed. Your rating with XXXX  has ONE star. Your rating with Consumer Affairs is ONE star. I really should have looked into this before I let thousands of dollars accumulate and sit in your account making you interest. I am warning everyone I know to withdraw all their money from PayPal and put into their bank accounts. I am ready to go to the news with this. The hurricane Michael stories have died out, but THIS hurricane Michael story will make great news : everyone knows someone who has a paypal account. I am ready to do my part to save others my pain and inform the world to withdraw all available paypal money to their banks immediately and ONLY use paypal when necessary using ONLY the amount they need in there. PayPals entire payroll is basically free, because you are using your employees to repeat canned responses over and over and over and deny access of clients to their own monies until you basically drive them insane. So, PayPal sucks off all that interest on the money that they deny their clients access to. PayPal essentially tries to OWN the money of their clients by denying access to their own money. I am done with paypal excuses. I am done with check back in 48 hours. I am done with paypal. GIVE ME MY MONEY!!!!!!\n\nI have followed every advice given by PayPal : I have passed secuity questions, paypal has verified my phone number, sent me short texts and texts saying my phone number is now linked, add debit card ( won't do it because PayPal sends security confirm to old defunct phone number which is no longer on my account. ), add bank card ( also sends verify to old number, transfer to other PayPal ( this account ) that you passed security questions. ( the former account I was told to transfer from, I missed the third security question asking the year of my ex boyfriends XXXX from over 25 years ago, my ex doesn't even know the year, this was never registered in my name! ), contact my phone number and unblock the short code text ability ( did that ), have to wait another 48 hours. They then said the phone account and PayPal account names don't match ( they do, but phone had account number attached, so I asked them to take it off ), they tell me wait another 48 hours so security questions come up again. Finally they did and I was asked my address, I gave them my address for the past 15 years, where all my mail goes, all my banking goes, and my address registered with them. They told me NO, it's not what the security company has listed, I can no longer talk to them and they hung up. I have spent 4 hours a day on the phone to them for 1.5 weeks. I have waited 48 hours 5 separate occasions and STILL get told to try back in 48 hours. They refuse access to my money to transfer OUT of PayPal. They will allow XXXX purchases still  because they get a percentage of that money, but I can not spend {$17000.00} in PayPal on XXXX purchases when i need to pay for an RV roof and eat food. I am sleeping on couch of a friend of a friend. The RV guy is mad at me because I promised him payment almost 2 weeks ago now. \n\nThe first few times Paypal told me to wait 24-48 hours was not big deal. NOW? Now it is UNACCEPTABLE. They can not tell me WHY they are holding my money, they can not tell me WHEN my monies will be available to ME, the owner of the account. I am not trying to transfer to a XXXX XXXX. EVERY bank account and EVERY email account and PHONE number is in my name only. There has been no fraud on my account. I am trying to transfer my money to my accounts. I am trying in vain to add MY bank account to PayPal but they refuse to verify. I am trying in vain to add MY phone number ( which they have sent several texts that they verified my phone number and it has been added to my account ) only to be unverified within an hour and that verification supposedly has nothing to do with security verification according to representatives. They are withholding MY OWN money from MYSELF. This is unAmerican. They have made me lose my XXXX, cry for hours, sweat, have rising XXXX XXXX, cry myself to sleep because they WANT me to be homeless another 48 hours every time I call. They give ZERO reasoning, saying that they don't know what they security protocol is or have answers, they only know that I can try back in 48 hours. THIS IS UNACCEPTABLE to me as an excuse anymore. I want answers. The last guy refused to let me talk to a supervisor, saying he was as far as it could go, his boss was managerial and had no interest or authorization in the matter, and that he could not escalate it for me. I suggested that I have a picture taken of me, with my drivers license AND passport showing clearly in photo, sending to PayPal from ALL THREE email accounts associated with my PayPal, and also from this phone number and they can deposit to my bank on file in my name, or send to my address on file for years on both accounts in my name and they refuse, saying that is not an option. There HAS TO BE a way to get my money to me in this dire circumstance without waiting several months of insane \" We don't know why, try in 48 hours. '' I am wanting my entire balance in PayPal to be accessed by me and able to remove ALL of my funds from PayPal. It is MY monies. Paypal fraudulently claims 'EASY ACCESS TO YOUR MONEY '', that is the most fraudulent statement made in this decade. There is nothing easy about a one minute simple transaction transferring money taking HOURS and HOURS of my life and phone calls and PayPal forcing me to be homeless about this. In fact, Paypal is about to make me lose my {$5000.00} investment in the RV and my deposit of {$1000.00} because they refuse me access to my own money to pay for the finish of the RV roof that I PROMISED THE RV GUY BECAUSE I KNEW WITH 1000 % THAT I HAD THE MONEY TO COVER IT. But because Paypal will not let me access my {$17000.00}, they are about to cost me an additional {$6000.00} and make me permanently homeless because I can not pay for my RV repair. It is my home and my wheels. Now, I have nothing, this RV is about to be withheld from me and Paypal loss of {$17000.00} and loss of my investment into RV and no home, no car. Paypal needs to give me access to my money and stop fraudulently keeping me from it with invalid excuses of \" We don't know why, that is the security company we hired and don't have access to the reasons, just try back in 48 hours '' -- -in which I am homeless for another 48 hours. AGAIN. Over and over again. I WANT MY MONEY OUT OF PAYPAL. ALL OF IT. WITHOUT EXCUSES. NOW!!!\n\nI have filed cases with XXXX XXXX XXXX  and also the Consumer Affairs. I went to high school with a news broadcaster that just moved from Florida and would LOVE to cover this angle of PayPal fraud and the effects on someone that fled from Hurricane Michael. I am ready to start a XXXX group and start collecting names for another class action lawsuit on your fraudulent denial of money to whom it belongs. This is the most unAmerican thing I have dealt with in my entire XXXX  years of life. \n\nNow I have attempted to get my {$17000.00} out by \" send as check '' but the message states \" more authorization is needed. You will receive an email and we will make our decision within 24 hours. '' NO EMAILS have been sent on this topic, although I have dozens of emails from them in the past week. I called to ask where my email was, they told me to : CALL BACK IN 48 HOURS. My PayPal Balance is now showing {$0.00}. I have no check. I have  no email and I have no money, my account shows {$0.00}. I want ALL of my money out of PayPal and to close my account with them. \n\nPaypal has taken OWNERSHIP of my money, with no warning, no reason, no explanation and no timeframe that I can access my money again, except TWO WEEKS of repeated \" check back in 48 hours '' with absolutely no changes in status, approval, ability to transfer money or otherwise. Paypal is fraudulently denying me my access to MY OWN monies indefinitely with no explanation whatsoever.","date_sent_to_company":"2018-11-14T12:37:17.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"630XX","tags":null,"has_narrative":true,"complaint_id":"3074033","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2018-11-14T12:21:07.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>have</em> followed <em>every</em> advice given by PayPal : I <em>have</em> passed secuity <em>questions</em>, paypal has verified my phone number, sent me short <em>texts</em> and <em>texts</em> saying my phone number is now linked, add debit card ( won't do it because PayPal sends <em>security</em> confirm to old defunct phone number which is no longer on my account. ), add bank card ( also sends verify to old number, transfer to other PayPal ( this account ) that you passed <em>security</em> <em>questions</em>. ( the former account I was told to transfer from, I missed"]},"sort":[15.222612,"3074033"]},{"_index":"complaint-public-v1","_id":"3276271","_score":14.428282,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I do not have exact dates, other than today XX/XX/2019. At About XXXX XXXX, spoke with the Department of Education to see why they took my refund. The agent I spoke with said they havent received it and it was accepted by the IRS XX/XX/2019. Then about the time to receive it, I instead got the letter in the mail from the IRS stating that the Department of Veterans Affairs is where they sent it. I didnt think I owed them as I am not military or recovering anything from them. Therefore, I downloaded the IRS APP. Input my info and got the number to the US Treasury, which then told me it was sent to the US Department of Education. This agent then stated it was not posted so they must not have received it yet. I advised her the date it was accepted by the IRS and three weeks later I got the letter saying my refund was confiscated. I then asked her so youre telling me its been four months later and you still havent applied it to what yall say is my debt! I then advised her as I have every other person I have spoken to with the US Department of Education that I was in the XXXX University debacle the FTC paid me two checks. Someone contacted me to ask if I wanted to be in their lawsuit with the US Department of Education against XXXX University for the recruiters lying to get us to join, and the ads saying the same thing to make them look like the better option of the rest of colleges. The information was in fact false. The FTC and DEPT OF ED both won the FTC paid me their part. I have contacted the DEPT OF ED countless times in the last months to talk to two tiers of people the agents, and a supervisor. When I asked any of the 30-50 of either, not one person has ever heard of this debacle. Yet its posted on their and the FTCs website! That money if for us students to claim and get these loans paid back in full as well as the money paid in already! However, no one would give me a number, name, email, fax, address ; except to have my lawyer send to an address for my lawyer Im currently trying to find send to the DEPT OF ED to inform them about the lawsuit Im about to start against them. I have even disputed the items on my credit bureaus ; XXXX, tried on XXXX and TRANSUNION, however theirs will not work tells me I have to call a number and answer security questions for verification and it flat does not work it will not verify me. I suffer from a XXXX XXXX XXXX so I cant verify certain things for a certain period in my life. These loans were also put on my credit profile three times not just once and all left there after the first lender sent to the second, then they sent to DEPT OF ED. All of these loans are 10 years old this has ruined my credit and prevented me Ive had businesses specifically tell me the defaulted school loans is the reason. It has prevented me from getting better vehicles, better credit cards, loans, accounts, it has prevents banks from trusting me. This has gone on long enough after I disputed them the law states that after seven years in Texas anything negative is to be removed from your credit profile. Its been ten years, plus I disputed the fact that there are three of each on loan on my credit profile so the closed accounts I disputed as well and stated that the company doesnt exit any longer. This was posted on XXXX XXXX by a guy and to paraphrase as to not quote him he stated if the creditor sold the debt you made with them. If they sold it to another collections company, then my best was also written off on their taxes, thus wrote off my obligation to repay! Also he stated that it works for any collection agency owned file on your credit by simply putting contract was terminated/cancelled, and to type in your own words that in the notes section of the dispute! This does work I know from person experience because they removed one group of them on one report but not the others for some reason and can not get the credit bureaus to tell me why they didnt remove them all! I also received a text message I have an screen shot of after the first time I spoke with the US DEPARTMENT OF EDUCATION which Im attaching in the files and that stated they took care of all my debt and my balance is now {$0.00}! Now I have been a victim of identity theft and am dealing with shutting down all accounts ; social, governmental, financial, anything and everything with my name, birthday, and social on it. Photos will also show date opened written off and that there is multiple for the same exact loan its listed three times on each credit bureau! So all three need to be fixed and removed from every credit bureau please!","date_sent_to_company":"2019-06-15T20:35:07.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"75460","tags":"Servicemember","has_narrative":true,"complaint_id":"3276271","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2019-06-15T20:35:01.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Old information reappears or never goes away"},"highlight":{"complaint_what_happened":["However, no one would give me a number, name, email, fax, address ; except to <em>have</em> my lawyer send to an address for my lawyer Im currently trying to find send to the DEPT OF ED to inform them about the lawsuit Im about to start against them. I <em>have</em> even disputed the items on my credit bureaus ; XXXX, tried on XXXX and TRANSUNION, however theirs will not work tells me I <em>have</em> to call a number and <em>answer</em> <em>security</em> <em>questions</em> for verification and it flat does not work it will not verify me."]},"sort":[14.428282,"3276271"]},{"_index":"complaint-public-v1","_id":"3276275","_score":14.423587,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I do not have exact dates, other than today XX/XX/2019. At About XXXX XXXX, spoke with the Department of Education to see why they took my refund. The agent I spoke with said they havent received it and it was accepted by the IRS XX/XX/2019. Then about the time to receive it, I instead got the letter in the mail from the IRS stating that the Department of Veterans Affairs is where they sent it. I didnt think I owed them as I am not military or recovering anything from them. Therefore, I downloaded the IRS APP. Input my info and got the number to the US Treasury, which then told me it was sent to the US Department of Education. This agent then stated it was not posted so they must not have received it yet. I advised her the date it was accepted by the IRS and three weeks later I got the letter saying my refund was confiscated. I then asked her so youre telling me its been four months later and you still havent applied it to what yall say is my debt! I then advised her as I have every other person I have spoken to with the US Department of Education that I was in the XXXX University debacle the FTC paid me XXXXwo checks. Someone contacted me to ask if I wanted to be in their lawsuit with the US Department of Education against XXXX University for the recruiters lying to get us to join, and the ads saying the same thing to make them look like the better option of the rest of colleges. The information was in fact false. The FTC and DEPT OF ED both won the FTC paid me their part. I have contacted the DEPT OF ED countless times in the last months to talk to two tiers of  people the agents, and a supervisor. When I asked any of the 30-50 of either, not one person has ever heard of this debacle. Yet its posted on their and the FTCs website! That money if for us students to claim and get these loans paid back in full as well as the money paid in already! However, no one would give me a number, name, email, fax, address ; except to have my lawyer send to an address for my lawyer Im currently trying to find send to the DEPT OF ED to inform them about the lawsuit Im about to start against them. I have even disputed the items on my credit bureaus ; XXXX, tried on EQUIFAX and XXXX, however theirs will not work tells me I have to call a number and answer security questions for verification and it flat does not work iXXXX will not verify me. I suffer from a XXXX XXXX XXXX so I cant verify certain things for a certain period in my life. These loans were also put on my credit profile three times not just once and all left there after the first lender sent to the second, then they sent to DEPT OF ED. All of these loans are 10 years old this has ruined my credit and prevented me Ive had businesses specifically tell me the defaulted school loans is the reason. It has prevented me from getting better vehicles, better credit cards, loans, accounts, it has prevents banks from trusting me. This has gone on long enough after I disputed them the law states that after seven years in Texas anything negative is to be removed from your credit profile. Its been ten years, plus I disputed the fact that there are three of each on loan on my credit profile so the closed accounts I disputed as well and stated that the company doesnt exit any longer. This was posted on XXXX XXXX by a guy and to paraphrase as to not quote him he stated if the creditor sold the debt you made with them. If they sold it to another collections company, then my best was also written off on their taxes, thus wrote off my obligation to repay! Also he stated that it works for any collection agency owned file on your credit by simply putting contract was terminated/cancelled, and to type in your own words that in the notes section of the dispute! This does work I know from person experience because they removed one group of them on one report but not the others for some reason and can not get the credit bureaus to tell me why they didnt remove them all! I also received a text message I have an screen shot of after the first time I spoke with the US DEPARTMENT OF EDUCATION which Im attaching in the files and that stated they took care of all my debt and my balance is now {$0.00}! Now I have been a victim of identity theft and am dealing with shutting down all accounts ; social, governmental, financial, anything and everything with my name, birthday, and social on it. Photos will also show date opened written off and that there is multiple for the same exact loan its listed three times on each credit bureau! So all three need to be fixed and removed from every credit bureau please!","date_sent_to_company":"2019-06-15T20:34:53.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"75460","tags":"Servicemember","has_narrative":true,"complaint_id":"3276275","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-06-15T18:40:20.000Z","state":"TX","company_public_response":null,"sub_issue":"Old information reappears or never goes away"},"highlight":{"complaint_what_happened":["However, no one would give me a number, name, email, fax, address ; except to <em>have</em> my lawyer send to an address for my lawyer Im currently trying to find send to the DEPT OF ED to inform them about the lawsuit Im about to start against them. I <em>have</em> even disputed the items on my credit bureaus ; XXXX, tried on EQUIFAX and XXXX, however theirs will not work tells me I <em>have</em> to call a number and <em>answer</em> <em>security</em> <em>questions</em> for verification and it flat does not work iXXXX will not verify me."]},"sort":[14.423587,"3276275"]},{"_index":"complaint-public-v1","_id":"3276273","_score":14.41602,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I do not have exact dates, other than today XX/XX/2019. At About XXXX XXXX, spoke with the Department of Education to see why they took my refund. The agent I spoke with said they havent received it and it was accepted by the IRS XX/XX/2019. Then about the time to receive XXXX, I instead got the letter in the mail from the IRS stating that the Department of Veterans Affairs is where they sent it. I didnt think I owed them as I am not military or recovering anything from them. Therefore, I downloaded the IRS APP. Input my info and got the number to the US Treasury, which then told me it was sent to the US Department of Education. This agent then stated it was not posted so they must not have received it yet. I advised her the date it was accepted by the IRS and three weeks later I got the letter saying my refund was confiscated. I then asked her so youre telling me its been four months later and you still havent applied it to what yall say is my debt! I then advised her as I have every other person I have spoken to with the US Department of Education that  I was in the XXXX University debacle the FTC paid me two checks. Someone contacted me to ask if I wanted to be in their lawsuit with the XXXXS Department of Education against XXXX University for the recruiters lying to get us to join, and the ads saying the same thing to make them look like the better option of the rest of colleges. The information was in fact false. The FTC and DEPT OF ED both won the FTC paid me their part. I have contacted the DEPT OF ED countless times in the last months to talk to two tiers of people the agents, and a supervisor. When I asked any of the 30-50 of either, not one person has ever heard of this debacle. Yet its posted on their and the FTCs website! That money if for us students to claim and get these loans paid back in full as well as the money paid in already! However, no one would give me a number, name, email, fax, address ; except to have my lawyer send to an address for my lawyer Im currently trying to find send to the DEPT OF ED to inform them about the lawsuit Im about to start against them. I have even disputed the items XXXX my credit bureaus ; EXPERIAN, tried on XXXX and XXXX, however theirs will not work tells me I have to call a number and answer security questions for verification and it flat does not work it will not verify me. I suffer from a XXXX XXXX XXXX so I cant verify certain things for a certain period in my life. These loans were also put on my credit profile three times not just once and all left there after the first lender sent to the second, then they sent to DEPT OF ED. All of these loans are 10 years old this has ruined my credit and prevented me Ive had businesses specifically tell me the defaulted school loans is the reason. It has prevented me from getting better vehicles, better credit cards, loans, accounts, it has prevents banks from trusting me. This has gone on long enough after I disputed them the law states that after seven years in Texas anything negative is to be removed from your credit profile. Its been ten years, plus I disputed the fact that there are three of each on loan on my credit profile so the closed accounts I disputed as well and stated that the company doesnt exit any longer. This was posted on XXXX XXXX by a guy and to paraphrase as to not quote him he stated if the creditor sold the debt you made with them. If they sold it to another collections company, then my best was also written off on their taxes, thus wrote off my obligation to repay! Also he stated that it works for any collection agency owned file on your credit by simply putting contract was terminated/cancelled, and to type in your own words that in the notes section of the dispute! This does work I know from person experience because they removed one group of them on one report but not the others for some reason and can not get the credit bureaus to tell me why they didnt remove them all! I also received a text message I have an screen shot of after the first time I spoke with the US DEPARTMENT OF EDUCATION which Im attaching in the files and that stated they took care of all my debt and my balance is now {$0.00}! Now I have been a victim of identity theft and am dealing with shutting down all accounts ; social, governmental, financial, anything and everything with my name, birthday, and social on it. Photos will also show date opened written off and that there is multiple for the same exact loan its listed three times on each credit bureau! So all three need to be fixed and removed from every credit bureau please!","date_sent_to_company":"2019-06-15T20:35:07.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"75460","tags":"Servicemember","has_narrative":true,"complaint_id":"3276273","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-06-15T20:35:01.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Old information reappears or never goes away"},"highlight":{"complaint_what_happened":["However, no one would give me a number, name, email, fax, address ; except to <em>have</em> my lawyer send to an address for my lawyer Im currently trying to find send to the DEPT OF ED to inform them about the lawsuit Im about to start against them. I <em>have</em> even disputed the items XXXX my credit bureaus ; EXPERIAN, tried on XXXX and XXXX, however theirs will not work tells me I <em>have</em> to call a number and <em>answer</em> <em>security</em> <em>questions</em> for verification and it flat does not work it will not verify me."]},"sort":[14.41602,"3276273"]},{"_index":"complaint-public-v1","_id":"3751328","_score":14.271949,"_source":{"product":"Checking or savings account","complaint_what_happened":"Reference : Unauthorized charges to JP Morgan Chase account Dear Sirs, On XX/XX/XXXX, I received two messages from JP Morgan Chase Bank, before XXXX XXXX, with the same subject : Weve canceled your payment to XXXX XXXX. When I read the message in the morning, and since I did not do any XXXX transfer and I do not know any XXXX XXXX, I quickly checked my checking bank account I found that almost all my money disappeared and there were XXXX unauthorized XXXX transfers used by the person who broke into my account to take my money : XXXX XXXX XXXX XXXX {$700.00} XXXX XXXX XXXX XXXX {$570.00} XXXX XXXX XXXX XXXX {$400.00} It seems like two more transactions ( XXXX and XXXX ) destined to XXXX XXXX were rejected by the bank because they thought were fraudulent. \nIn order to start an investigation, the bank requested from me the following : - To fill out a Dispute Transaction Form - I filled it and sent it the same day - To speak with the Fraud Department on the phone - Even when I have to stay over 90 minutes waiting, I called them, spoke with them and they requested from me to change my password, which I did immediately. \n- To answer a set of questions the sent via Secured Message System - Which I answered the best I could the same day received. \n\nCouple of days later, they reversed the charges and everything seemed fine. But after on XX/XX/XXXX, with no advice, the access to the account got blocked, there was no way to login online or mobile to the account, so I called and they told me they needed to reset the security in the account and change the username and password, which I did with the help of my daughter and son in law. After that, again everything looked normal. \n\nOn XX/XX/XXXX, once again, with no notice or explanation, the three unauthorized charges we re-applied to my account. I have requested in many correspondences for an explanation and to re-open the investigation and the answer I receive in every occasion is : Dear Retail Claims Customer, We have received your request and reviewed your claim. \nYour claim is : Claim # : XXXX Claim Status : Closed If you have any further questions please don't hesitate to reach out to us. \nThank you for choosing Chase. \nSincerely, The Retail Claims Team I tried many times to explain to the bank that these operations where unauthorized/illegals and they just do not care. I even collected arguments to help them in the investigation but they just decided to ignore it. Please, find below the argument : 1- On XX/XX/XXXX, same day of the unauthorized claimed transactions, the bank rejected two other XXXX transaction, each one for US {$700.00} to XXXX XXXX and sent me security emails about it. \n2- In the account log, I found unauthorized access to my account in very unusual hours : - XXXX XXXX XXXX ( chase.com ) XX/XX/2020 at XXXX XXXX ET - XXXX XXXX XXXX ( chase.com ) XX/XX/2020 at XXXX XXXX ET - XXXX XXXX XXXX ( chase.com ) XX/XX/2020 at XXXX XXXX ET - Browser ( chase.com ) XX/XX/2020 at XXXX XXXX ET - XXXX XXXX XXXX ( chase.com ) XX/XX/2020 at XXXX XXXX ET 3- I found that the person who illegally accessed my account made important changes in my personal details : Primary phone was changed to XXXX, so the alerts wouldnt reach me. I did not receive any text, email or any kind of communication from the bank letting me know that the phone was changed, which I consider a huge security hole. \n4- There should be red flags about the XXXX recipients, maybe each one is not relevant by itself, but all together should've alerted the bank of the fraud : - The recipients were created for the XXXX transfers, they did not exist before. \n- Most probably were created in the hours reported above as unauthorized. \n- I never did any kind of transactions with these persons - There were duplicated transactions to the recipients - The criminal who was using my account tried to make another transfer, rejected by the bank - I am pretty sure that recipients are involved in illegal activities, these recipients are JP Morgan Chase clients, so I am positive they have complaints like mines against these persons 5- I have been client of the bank for many the years, I never had any dispute or doubtful claim. I think that should be an important argument in the bank investigation. \n\nI am kindly requesting you to help me solve this issue. I am being victim of the arbitrary actions of Chase and I wont stay quite being patronized as the underdog, I may be an old person, but I will fight for my money. \n\nThanks for your time and help,","date_sent_to_company":"2020-07-17T20:09:24.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33179","tags":"Older American","has_narrative":true,"complaint_id":"3751328","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-07-17T19:57:10.000Z","state":"FL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I <em>have</em> requested in many correspondences for an explanation and to re-open the investigation and the <em>answer</em> I receive in <em>every</em> occasion is : Dear Retail Claims Customer, We <em>have</em> received your request and reviewed your claim. \nYour claim is : Claim # : XXXX Claim Status : Closed If you <em>have</em> any further <em>questions</em> please don't hesitate to reach out to us. \nThank you for choosing Chase."]},"sort":[14.271949,"3751328"]},{"_index":"complaint-public-v1","_id":"16823952","_score":14.154111,"_source":{"product":"Checking or savings account","complaint_what_happened":"ENHANCED CFPB COMPLAINT Wells Fargo Bank , N.A . \n\nSubject : Pattern of employee misrepresentation, false assurances, and systemic failure to maintain commercially reasonable security procedures under UCC Article 4A and OCC Safety & Soundness standards. \n\nOn XX/XX/year>, I received four Wells Fargo Advanced Access codes by text from short-code XXXX between XXXX XXXX  and XXXXXXXX XXXX XXXXXXXX XXXX \nConcerned that these codes indicated an attempted unauthorized login, I immediately contacted Wells Fargo. \n\nAfter being transferred through initial representatives, I was referred to Employee ID XXXX, who took the call at approximately XXXX XXXX XXXXXXXX XXXX \nDuring the call, she repeatedly stated that the messages were bank mistakes and routine internal activity, and she assured me XXXX percent that no one was trying to access my account. \nShe opened XXXXXXXX XXXX XXXXXXXX as the record of that conversation, documenting her representation that the texts were internal and harmless. \n\nMinutes later, I called Wells Fargo again to verify this explanation. \nXXXX ID XXXX answered and reviewed XXXXXXXX XXXX XXXXXXXX. He confirmed that it had actually been opened as a fraud investigation and that the previous employees statements were false and misleading. \nHe recorded the correction in File XXXX XXXXXXXX, noting that the earlier employee had provided incorrect information. \n\nDuring this second call, I requested the most basic safeguard any modern financial institution should support : that all account changes or transactions occur only in branch and only after my identity is verified using my debit card PIN, not a drivers license alone. \nThe employee documented my request and replied that Wells Fargo does not have the technology or alert capability to inform or restrict branch personnel accordingly. \nThe verbatim note entered in File XXXX reads : Customer wants every transaction and every change in the account to be done in branch. \nCustomer must be verified with his debit card otherwise, no transaction or changes should be made. \nCustomer also wanted everyone to be alerted including branch bankers about this but I advised that we dont have that type of alert capability. \n\nThis admission exposes a severe deficiency in Wells Fargos security architecture. \nThe bank lacks even the most fundamental tools to communicate customer-specific security restrictions internally or to enforce in-branch identity verification using a debit card PIN. \nSuch a limitation renders its authentication procedures not commercially reasonable under UCC 4A-202 ( b ).\n\nUnder 4A-204 ( a ), when a banks inadequate security procedures allow fraud despite a customers ordinary care, the loss is the banks responsibility. \n\nBeyond the technical failure, this incident adds to a clear, documented pattern of employee misrepresentation and deceit that I have experienced across multiple Wells Fargo interactions. \nIn earlier cases ( see CFPB Case XXXX [ insert ] and OCC Case XXXX  [ insert ] ), other Wells Fargo employees also provided false assurances including a claim that I had approved a wire transfer at a time when my wire-notification system had been disabled.\n\nThis recurring behavior shows that misrepresentation is not exceptional at Wells Fargo ; it appears to be systemic and routine, reflecting either deliberate internal minimization or training deficiencies that mislead consumers about real risks.\n\nSuch conduct violates the expectation of honesty and due care that national banks owe to their customers under federal consumer-protection laws and OCC Safety and Soundness standards ( XXXX XXXX XXXX XXXX XXXX XXXX which require institutions to : Maintain adequate internal controls and authentication processes ; Communicate operational restrictions effectively throughout the organization ; and Safeguard customer assets from unauthorized access. \n\nWells Fargos own admission that it doesnt have that type of alert capability demonstrates failures on all three counts.\n\nIt also raises serious questions under the Consumer Financial Protection Act ( 12 U.S.C. 5531, 5536 ) prohibiting unfair, deceptive, or abusive acts or practices ( UDAAP ). \nRepresenting fraudulent-access alerts as routine internal mistakes, and assuring customers of safety when an investigation is already open, is deceptive conduct that erodes consumer trust and conceals material risks. \n\nThe combined effect is a security posture so weak that a criminal with only basic technical skills could bypass Wells Fargos safeguards.\n\nThe banks system relies not on layered authentication but on hope the benevolence or inexperience of thieves which is far below the standard of care expected of a federally regulated financial institution in 2025.\n\nNote to CFPB and Responding Institution : This submission contains verifiable data including exact timestamps, employee identification numbers, internal file references, and verbatim internal notations that document the banks admissions and procedural weaknesses. I respectfully request that Wells Fargos response address each factual element listed herein directly and not rely on generalized or template language. A generic response will not resolve the core issues of misrepresentation and failure to maintain commercially reasonable security procedures under UCC 4A-202 and 4A-204 and the OCC Safety and Soundness Standards ( 12 C.F.R. 30 Appendix A ).\n\nPlease ensure any Wells Fargo reply includes : A factual explanation of why four Advanced Access codes were generated on XX/XX/year> and what triggered them ; An internal confirmation or denial that File XXXX XXXXXXXX was opened as a fraud investigation ; A technical explanation of Wells Fargos current branch-notification and debit-card-PIN verification capabilities ; and Identification of which business unit or executive officer is accountable for these security controls.","date_sent_to_company":"2025-10-27T02:38:16.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"949XX","tags":null,"has_narrative":true,"complaint_id":"16823952","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-10-27T02:10:03.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Wells Fargos own admission that it doesnt <em>have</em> that type of alert capability demonstrates failures on all <em>three</em> counts.\n\nIt also raises serious <em>questions</em> under the Consumer Financial Protection Act ( 12 U.S.C. 5531, 5536 ) prohibiting unfair, deceptive, or abusive acts or practices ( UDAAP )."]},"sort":[14.154111,"16823952"]},{"_index":"complaint-public-v1","_id":"11213408","_score":13.491342,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Robinhood Markets ( RH ) : XX/XX/year> Just as XXXX if not millions of other customers or investors have had their accounts restricted, and locked out because of potential security breaches, or concerns, they have blocked every one of my attempts to correct any deficiency in the security restriction that they noted. I invested {$20000.00} to purchase Cryptocurrency ( XXXX ) via a bank ACH on XX/XX/year> and have yet to have my account freed up to send, receive, sell or send back to my original bank account, The funds are in limbo in their maze of countless loops that end up nowhere. This restriction of my account actually began on XX/XX/year> They have sent me on \" wild-goose chases '' to obfuscate, confuse, and dead-end any potential solution. I have waited on hold in the queue for 6, 8 and up to 16 hours only to be asked questions that were erroneous and not even related to my profile. They even hung up on me as soon as we began a conversation with me. Someone, perhaps a Robinhood employee changed my profile cell phone number which has a Arizona pre-fix to a XXXX Massachusetts cell phone number. They claim they had attempted to contact me but of course, it was the Massachusetts number and not my correct cell number! I have received Robo-emails that do nothing to put me in contact with any \" real live person! '' The 2 times that I have had verbal contact with their \" offshore '' representatives, they said they would send the info taken on the phone question session and would send an answer back to me by phone or email. Of course, they responded by message in the Robinhood App that they could not reach me. I have provided my correct info and profile nearly 50 times and their response is either nothing at all or some non-relevant response to the restriction or problems they cite on my account! I have validated my identity with a passport, driver 's license, selfie photos, computer camera pictures, social security number, birthdate, Bank account verification, and even said they would deposit a small amount into my bank accounts to verify if those accounts were genuinely mine. The \" restriction '' on my account was under the guise of security issue. \n\n\nI have since had to close the bank accounts down since the reps may or may not have been from Robinhood. These reps most likely would have cleared my accounts out for their own gain and my loss! The nightmare continues with being locked out of their \" dead-end looped '' Robinhood Phone App. Now since my original accounts have changed to different numbers, they will not transfer back to a different account number. Every possible \" dead-lock '' and means of connection to correct the problems that Robinhood has created becomes more and more confused and leads to nowhere by design. According to Financial News, it appears that Robinhood company has to pay back funds that XXXX ( XXXX  XXXX collapse ) has invested into Robinhood. The lack of contact and worst communication with Robinhood representatives by emails, Apps, texts messaging have clearly intentionally disallowed/blocked the rights of investors the right to access their funds which is one of many infractions according to the SEC, XXXX, CFPB, FTC and many other government Federal and state laws. Robinhood from the beginning has manipulated and embezzled investor funds. This is evidenced by Robinhood not contesting charges on many cases, but by merely paying the settlements to the courts. \nXX/XX/year> : At this time, after nearly 92 hours of waiting on hold, showing my passport, drivers license, providing the last 4 digits of my social security number, birthdate, computer camera photos, cell phone phone selfie photos, multiple emails and new emails, countless other methods to prove my identity, RH permitted access to my RH Account and the hold restrictions were lifted. and I succeeded by providing to them a new email and to change my profile to my correct cell number. \nThis took nearly 2 months to accomplish! \n\nThe RH employees signed me up for their $ XXXX month Robinhood XXXX plan which I did not authorize. My account went negative into a deficit so they sold some of my XXXX  shares to cover that charge. I could not reach anyone in RH to speak to them, so they just stole the {$5.00} from my account on a fake charge. I finally had access to my account, so I sold the XXXX XXXX at basically a break-even number. \n\nXXXX XXXX XXXX XXXX Now, a new roadblock to prevent access to my account began when I chose the transfer back to my original account that funded the RH account, the transfer was reversed not once but three times for the reason of \" Invalid Account Number. '' I have visited XXXX XXXX  everyday for a week and the very knowledgeable banker said that there was nothing blocking the account from receiving the ACH transfer into my account. The XXXX XXXX  has kept open the original account number open to make this transfer, so there is no hindrance on the part of the XXXX XXXX  side. \nAt this time, I have been waiting in a chat and for a call back to solve this but RH does not respond back and continues to stall and block any communication to repair their obfuscation and \" Ponzi Scheme '' system to permanently retain my funds. The RH Company hides behind \" Ebots '' to avoid responsibility in order to embezzle the funds from hard-working consumers and XXXX  citizens like myself. This experience with RH is now causing very serious health issues for me. I will soon be onto the third month that the RH Company has blocked my money by restricting access ( placing a permanent hold ) to my account. This experience has become commonplace with thousands of customers that have had the horrible nightmare experience of trying to do business with this Robinhood Company.","date_sent_to_company":"2024-12-19T17:24:21.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"85122","tags":"Older American","has_narrative":true,"complaint_id":"11213408","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2024-12-19T15:38:00.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Robinhood Markets ( RH ) : XX/XX/year> Just as XXXX if not millions of other customers or investors <em>have</em> had their accounts restricted, and locked out because of potential <em>security</em> breaches, or concerns, they <em>have</em> blocked <em>every</em> one of my attempts to correct any deficiency in the <em>security</em> restriction that they noted."]},"sort":[13.491342,"11213408"]},{"_index":"complaint-public-v1","_id":"5322137","_score":13.188364,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I began being on hold with my cell phone at 45 % it is currently at 6 % and typically they hang up on me or my battery will die prior to getting any service I have been on hold now for over XXXX Minutes and I have check payday loans that I have to her and I have a house note that I have to pay housing I have electricity yet I have to have medically I have water that I have to pay I have groceries that I have to pay and if I don't pay a payday loan they charge me extra if I don't pay my house note they charge me extra and the whole point of being on social security for all those basic that I just meant that you're on a fixed budget these people can not afford to mess up what do not look forward to take the longest break possible because it's inhumane treatment. Is malfeasance in office. It's a failure for duty to care. I have filled out this Consumer Protection Bureau report wow I have been on hold wish they have a general time frame on how long it even takes to complete this form. I have been on hold and abusively mystery by Direct Express. If I'm unable to use my card and I can not pay for food housing Transportation water electricity payday loans then it appears that I'm committing a crime and I am not. It is bad enough that they have already released all mentally ill people and all expiring from the prison that have signed me up for checks all over the United States and I have not signed up for a checking account but they write me up for checking accounts and credit union account and I have never signed up for such. So now by a legitimate business and without any other body out nobody else to help me nobody else to give me money nobody else to pay my bills no saying you could have a savings for such mishaps with the federal government from their bad contractual service and I believe that they the Gators against on this because they're causing harm and it can make me homeless it can make me XXXX it can make me suffer in pain from having not having access to my friends. Security of having to answer all three questions in my PIN number I text me an address every account that I can have because their stuff has all my information. Because of government is hiring such people as well it's a security risk. It's bad enough when you walk into a store they can read your card when you go to the double doors and there's no security either so I need help can't get any money I can't go to the welfare office because it meant to say you have money on your card. XXXX. Direct Express XXXX Direct Express is a service market for the US Department of Treasury to Comerica Bank however it is a independent business add the treasury explain to me with no competitors. I have {$20.00} or more missing off of my card sometimes sometimes up to {$100.00} for {$200.00} I'll add my complaint and when I make my complaint they mail it back later checking into it and stated that was as a result I got my refund just because they took the complaint and gave me a notice that they had received it. Today is XX/XX/2022 and I was on hold XX/XX/XXXX for XXXX hours and on XX/XX/2022 and then on hold for her they say minimum of XXXX minutes and I'm still on hold. The problem is that they when they confirm I called when the staff answers they ask for my card number they ask for my PIN number and I am not able to use my pain I feel like it is a breach of security for them to ask me my PIN number which defeats the whole purpose of security and violate my privacy. They also when they send me a new card like the card for this month I'm just unable to use it I have to call them to tell them my PIN number to register it and it's not because the car is not working they have always been like this. They transferred my card from the other initial card number telephone number and I am a healthy mentally and emotionally person I have a physical injury and other people that I know that have physical XXXX we were all on one card and they separated my card and they were not supposed to. Don't let it ruin the issue is they asked me for my PIN number on calling in to talk about whatever number to the issue is when I get a new card the tell me to call them to register a new number and I lost my card and don't let me use it if it's problem number XXXX and tell me to call them to give them my PIN number it is not a hacker is that you direct express staff. Number for as a result I have been having a problem with him and I'm not able to withdraw money to eat to have transportation heat water electricity and to pay my bills and I have no other source of income due to my health and I have a check payday rooms and stuff like that and how do you pay for and they don't answer the phone line it seems that your attitude is your unemployed and unemployable anyway so we'll make you wait from XXXX minutes to a few hours and then often time I had to call right back for the same issue for it has not been handled. I already called them on this issue she said she reset my card and that I should be able to punch in a PIN number and use my card and I'm not able to. For the fact that they have so many people using my voice change where they can change their voice different dialects your people rate in the XXXX that are scamming people for their cars and I have a problem with this that no one 's doing anything about it to just type the FDIC or the FCC dispose listen to radio Transmissions is not paying attention to those people that are using software to change your voice is in the XXXX. XXXX problems","date_sent_to_company":"2022-03-14T22:52:21.000Z","issue":"Trouble using the card","sub_product":"Government benefit card","zip_code":"48197","tags":null,"has_narrative":true,"complaint_id":"5322137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2022-03-14T22:27:33.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem using the card to withdraw money from an ATM"},"highlight":{"complaint_what_happened":["<em>Security</em> of <em>having</em> to <em>answer</em> all <em>three</em> <em>questions</em> in my PIN number I <em>text</em> me an address <em>every</em> account that I can <em>have</em> because their stuff has all my information. Because of government is hiring such people as well it's a <em>security</em> risk. It's bad enough when you walk into a store they can read your card when you go to the double doors and there's no <em>security</em> either so I need help can't get any money I can't go to the welfare office because it meant to say you <em>have</em> money on your card. XXXX."]},"sort":[13.188364,"5322137"]},{"_index":"complaint-public-v1","_id":"4011342","_score":13.175579,"_source":{"product":"Checking or savings account","complaint_what_happened":"I recently set up a checking account with HSBC to take advantage of a cash bonus offer that offers 3 % cash back on all direct deposits for 6 months, up to {$100.00} reimbursed per month. In order to avoid banking fees, I was required to have direct deposits totaling at least {$5000.00} per month. As such, I scheduled direct deposits in the amount of {$2500.00} every two weeks, which came directly from my employer payroll. Once the first deposit went through, I requested a bank to bank transfer from HSBC to my primary bank, XXXX ( The XXXX XXXX  ). HSBC froze my account after I submitted the request, stating that it was a security measure. I was passed around to three different departments, all asking me to verify the same 4 pieces of information each time. This includes sending me a code via text message, and repeating it back to the phone rep. It became very clear that HSBC was purposely creating roadblocks for me to access my money because they want to keep it in my account as long as possible. Doing this practice with all their clients would obviously result in material amounts of fraudulent interest being earned by HSBC on client funds which are intended to be elsewhere by the clients. After threatening legal action, I was finally put in touch with someone who unlocked my account. Two weeks passed, and another direct deposit came in. I was able to process my bank to bank transaction of {$2500.00} with no issue. Fast forward another two weeks ( the third direct deposit ) when I attempt the same exact bank to bank transfer for {$2500.00}, and they lock my account again. This time, they made it even more difficult to speak with the proper person ; passing me around three times ( verifying over and over ) only to disconnect my call. When I called back and demanded to speak with a supervisor, I was put on hold for more than 30 minutes before I gave up. I called back and finally spoke with someone who was willing to help after another 20 minutes of being passed around. This person stated that they would notate my account that I would be making the same {$2500.00} bank to bank transfer every two weeks. She then proceeded to release my transfer. 5 business days later, the {$2500.00} popped back up in my HSBC account, with the note that it had been rejected by my other bank. I contact The XXXX XXXX ( XXXX ) immediately. They were happy to help, and stated they had never been notified of the transfer request, that the rejection did not come from them. They also stated a previous bank to bank transaction from HSBC had been processed, so the rejection doesn't make sense. Please note that HSBC required me to verify The XXXX XXXX  account by depositing two small amounts and withdrawing them. I state this because there's no way account and routing information could have been mis-entered because it was already verified and stored in HSBC 's system. I called HSBC again, this time with an attorney on the line. Upon notifying the HSBC representative of this, I was promptly hung up on. I called back, this time avoiding any conversation concerning my attorney. The person wanted to verify the standard multitude of non-necessities. It was at this point that it became very clear that HSBC is engaged with fraudulent money handling practices because after being put on hold for 10 minutes to \" pull up my account '', the representative came back and asked, \" why are you withdrawing your money so soon after the direct deposit? '' Please keep in mind, at this point I've gone through initial two-factor authentication, I've confirmed my SS number, and I've read back the code that was sent to me in real time text message. How does HSBC have the right, now that I've more than validated my identity, to ask what I'm doing with the money? This is crossing a line, and should clearly have legal ramifications. I advised the representative that I wanted to close my account immediately. The representative advised that HSBC would not close my account until I answered his question about what I'm doing with my money. At that point I terminated the call. I am not unable to access my money in HSBC because I refuse to tell them what I'm doing with my money. This is clear cut fraud on the part of HSBC. They are purposely putting up roadblocks for their clients to access their money in an effort to prolong their own interest accrual. I have taken advantage of cash back bonus offers with XXXX, XXXX XXXX, and XXXX  XXXX XXXX, and never once had issues accessing my money. Customer service should be there to service customers, not create barriers to liquidity of liquid funds.","date_sent_to_company":"2020-12-14T22:01:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85296","tags":null,"has_narrative":true,"complaint_id":"4011342","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2020-12-14T21:30:10.000Z","state":"AZ","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["In order to avoid banking fees, I was required to <em>have</em> direct deposits totaling at least {$5000.00} per month. As such, I scheduled direct deposits in the amount of {$2500.00} <em>every</em> two weeks, which came directly from my employer payroll. Once the first deposit went through, I requested a bank to bank transfer from HSBC to my primary bank, XXXX ( The XXXX XXXX  ). HSBC froze my account after I submitted the request, stating that it was a <em>security</em> measure."]},"sort":[13.175579,"4011342"]},{"_index":"complaint-public-v1","_id":"15414045","_score":12.635307,"_source":{"product":"Checking or savings account","complaint_what_happened":"My CD at XXXX XXXX  matured and I sought to reinvest the funds into another CD. I found a good rate with Marcus by Goldman Sachs ( 14 mo. for 4.40APY ). I opened an account at Marcus on XX/XX/XXXX. I received my funds from XXXX on XX/XX/XXXX via check and sent that check to Marcus to fund my new CD.\n\nI received email confirmation XX/XX/XXXX that the new account was funded. \n\nI received an email on XX/XX/XXXX asking me to call about my account \" as soon as possible. '' I called right away. I was asked where the check came from and how I acquired the funds. I answered their questions and the call concluded.\n\nI continued to receive welcome materials via email, \" Your money is already growing! '' and provided account details, including the balance, rate etc.\n\nFrom XX/XX/XXXX through XX/XX/XXXX, I received no correspondence and I believed all was well. \n\nXX/XX/XXXX, I went online to check my account balance and found that I was locked-out. A message appeared that directed me to call the bank, which I did promptly that same day. I was told that a fraud restriction has been placed on my account and that they would be forcibly closing my account. They refused to provide ANY details about the restriction and would not verify that my funds were safe. I became concerned that I had been defrauded and that my money was gone.\n\nI called XXXX XXXX  to confirm that they honored the check they issued and they confirmed that it was cashed XX/XX/XXXX by Marcus Bank. I continued to try to log-in to my Marcus account, expecting that the issue would be resolved, but was repeatedly denied access. \n\nXX/XX/XXXX I called Marcus Bank to check the status of my account. I was told that the fraud restriction remained active and that my account would be force-closed and I would incur an early withdrawal penalty of greater than {$880.00}. I indicated that such would be entirely unacceptable and that THEY were making the decision to close my account. I was transferred FIVE times and was eventually told that Marcus Bank \" could not verify '' the XXXX XXXX  check. \n\nXX/XX/XXXX, I called XXXX XXXX  to ask why there was any question about the validity of the check. I confirmed AGAIN that it had been paid. XXXX indicated that Marcus Bank called them almost a month after cashing the check, on XX/XX/XXXX, to verify the check and their process/policy was to provide only a one-word answer ( yes or no ) to a 3rd party, since the check was already cashed ( XX/XX/XXXX ). I also confirmed with XXXX that my account with them was closed. \n\nXX/XX/XXXX, I called Marcus Bank to check the status of my account and was told that there would be \" NO outgoing transfer to me '' and that the fraud restriction was still in place. \n\nXX/XX/XXXX, I received a call from Marcus Bank telling me that the ONLY way to resolve this was for them to send the funds back to \" the funding institution, '' XXXX XXXX. This was concerning, as I had already confirmed that my account with XXXX had been closed once the check was issued. I would have no way to retrieve MY funds! They wouldn't tell me where my money was ; they were rude, dismissive, and disrespectful.\n\nThe same day, I called XXXX XXXX  and explained the situation as I was concerned about what would happen to my funds ( XXXX XXXXXXXX ) should Marcus return them to XXXX. They suggested that I initiate a three-way call with Marcus, XXXX, and myself to resolve the situation. I did exactly that. XXXX explained their process for verification to Marcus and asked why Marcus waited so long to verify the check, after it had been cashed and honored. Marcus had no answer for that question.\n\nDuring that 3-way call, Marcus was unable to explain how, when, and where the funds would be returned, or how they would be identified as mine, since I no longer had any account with XXXX. I asked for Marcus to call me back with the answers to those questions. I received no calls from them.\n\nI waited until XX/XX/XXXX to call Marcus Bank back. I asked for an update on the status of my account and the transfer of my funds. I was still locked-out of my account and was told that my account was going to be force-closed. I requested that any funds come back to me via check or wire transfer, NOT XXXX, as I did not have an account with XXXX any longer. They said they would call me back that same day with a final action but they never called. \n\nI called them on XX/XX/XXXX and they indicated my account was still pending closure due to them not being able to verify the XXXX check through their process. However, I facilitated a three-way call with XXXX and XXXX on XX/XX/XXXX during which verification occurred! I asked that any funds being returned come to me directly via check or wire transfer, NOT XXXX. Marcus made no commitments, wouldn't acknowledge my requests, and wouldn't answer my questions. \n\nFrom XXXX XX/XX/XXXX, I heard nothing. I received no calls from Marcus Bank. I called Marcus Bank XX/XX/XXXX and they finally agreed to send the funds to my \" external bank '' and I provided all necessary details. I was told that the transaction couldn't be finalized due to a \" glitch '' in their system update ( that pushes out security codes via text. ) They said I needed to call them back in 24-48 hours, which I did.\n\nI called them back XX/XX/XXXX and was transferred five times between different departments. I was given 6-7 different scenarios about how my funds would be returned to me over the course of this nightmare.\n\nI contacted my state Senator 's office for help after months and countless hours of trying to resolve this outrageous situation. His staff participated in multiple three-way calls with permission and acknowledgement by all parties. His staff was a witness to the mistreatment I endured and the refusal of Marcus Bank to provide any clarity of the situation and their refusal to confirm when, if, and how I might EVER get my money back. We were told that there was an open investigation and that no information could or would be provided. The Senator 's staff was outraged and offered to reach out to state and federal regulators, in hopes of securing appropriate resolution. \n\nThe following day, ( XX/XX/XXXX ), I received a call from Marcus Bank, asking to initiate a three-way call with XXXX XXXX to ( again ) verify the XXXX check that had been cashed in XXXX. XXXX explained their process ( again ) to Marcus Bank during this call. Finally, on XX/XX/XXXX, the \" resolution specialist '' unlocked my account. The restriction was removed and I confirmed that no early XXXX penalties would apply. They indicated they would wire transfer my funds. I provided all necessary information. I was given two case numbers ( one for the account closure and wire transfer of my funds ) and another for a \" good will credit '' of {$50.00}.\n\nI received another call from Marcus Bank that same day, indicating they could not, in fact, send my funds via wire because the funds were \" moving too fast. '' They would issue a check, instead.\n\nInitially, Marcus Bank refused to send the check via Express Mail with tracking, but eventually agreed to that after hours on the phone with state senate staff and myself. We were given another case reference number and were told that the check would be sent out XX/XX/XXXX and that tracking would be provided. I heard nothing and received no tracking. \n\nMonday, XX/XX/XXXX, I received a call from a resolution specialist who indicated they would now be wiring my funds the same day. Again, I provided all necessary information, and the funds were finally received.\n\nI spent months and countless hours, trying to correct a procedural error on the part of Marcus Bank. I did nothing wrong and acted in good faith at all times. I responded promptly at all times, in stark contrast with Marcus Bank and their nearly one-month long delay in verifying a check that already been cashed! They refused to listen to anything I had to say. I was forced to start over with each new person I spoke with, each transfer. Phone calls lasted 1-3 hours and were physically and emotionally exhausting. I was locked out of my account for an extended period and have endured untold stress related to the uncertainty about my ability to ever receive my hard-earned funds.\n\nI did NOT engage in any fraud but was accused of such. I was treated like a criminal, not a valued customer. I provided all requested information and was given the run-around and conflicting information every time I called. There was no consistency in what I was told from call-to-call, and day-to-day. The story was always changing. I'm retired and living on a fixed income, so the reality of losing them was devastating.\n\nMy experience with Marcus Bank was and is shocking. I'm still in disbelief. I'm sure I'm not the only one that has been victimized by their faulty and abusing practices.","date_sent_to_company":"2025-08-20T16:40:19.000Z","issue":"Managing an account","sub_product":"CD (Certificate of Deposit)","zip_code":"17050","tags":"Older American","has_narrative":true,"complaint_id":"15414045","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2025-08-20T14:26:20.000Z","state":"PA","company_public_response":null,"sub_issue":"Deposits or withdrawals"},"highlight":{"complaint_what_happened":["Marcus had no <em>answer</em> for that <em>question</em>.\n\nDuring that 3-way call, Marcus was unable to explain how, when, and where the funds would be returned, or how they would be identified as mine, since I no longer had any account with XXXX. I asked for Marcus to call me back with the <em>answers</em> to those <em>questions</em>. I received no calls from them.\n\nI waited until XX/XX/XXXX to call Marcus Bank back. I asked for an update on the status of my account and the transfer of my funds."]},"sort":[12.635307,"15414045"]},{"_index":"complaint-public-v1","_id":"19109645","_score":12.498069,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint against American Express for failure to protect my account from a sophisticated vishing ( voice phishing ) scam that resulted in {$30000.00} in unauthorized fraudulent charges. During this attack, scammers impersonating American Express officials fraudulently obtained my government-issued driver 's license photo, which gave them access to complete my identity verification and authorize charges on my account. \n\nI have XXXX open case numbers with American Express : - Case XXXX ( disputed charge : {$6200.00} ) - Case XXXX ( disputed charge : {$24000.00} ) - Case XXXX ( opened to upload fraud documentation after initial inquiries were closed ) CRITICAL : I reported BOTH fraudulent charges to American Express via secure chat on XX/XX/XXXX at XXXX PM ESTduring the active fraud attack. Amex acknowledged both charges in their system and promised to set up fraud cases. Despite this real-time notification, American Express allowed both charges to post on XX/XX/XXXX. \n\nAmerican Express refused to escalate my fraud case to a supervisor and improperly reversed a provisional credit without explanation. Evidence suggests my account information was breached prior to this attack, enabling the targeted fraud. \n\n-- - DETAILED ACCOUNT OF EVENTS DATE OF INCIDENT : XX/XX/XXXX LOCATION : I was at my workplace ( employment records available ) FRAUDULENT CHARGES : {$6200.00} and {$24000.00} ( Total : {$30000.00} ) TIMELINE OF ATTACK : XXXX XXXX EST - I received a text message appearing to be from American Express stating that a {$6200.00} charge at XXXX had been DENIED. This text was spoofed by scammers as part of a coordinated multi-vector attack. \n\nXXXXXXXX XXXX  XXXX - Scammers called me from XXXX ( XXXX ) XXXX, identifying themselves as American Express fraud department representatives. The call came immediately after the fraud alert text, which made it appear legitimate. \n\nXXXX XXXX XXXXXXXX - Second call from the same number. \n\nXXXX XXXX XXXXXXXX - Third call from the same number. \n\nXXXXXXXX XXXX XXXX  - I texted back to the spoofed fraud alert : \" NO this was not a valid attempt. '' This text was sent to the scammer 's system, not to real American Express. \n\nXXXXXXXX XXXX XXXX - I answered the call. The person on the phone identified themselves as an American Express fraud department agent investigating the XXXX charge. Based on the timing ( immediately after the fraud alert ), the caller 's professional demeanor, and the fact they had knowledge of my account details including my recent card downgrade to Green card, I believed I was speaking with a legitimate American Express representative. \n\nXXXX PM - XXXX PM EST - The scammer kept me on the phone for approximately 40 minutes. The scammer claimed to need to \" verify my identity '' and instructed me to provide a photo of my driver 's license via a link they would send me. \n\nI CLICKED THE LINK THE SCAMMER PROVIDED AND UPLOADED A PHOTO OF MY DRIVER 'S LICENSE, believing I was completing a legitimate identity verification process with American Express. \n\nCRITICAL SECURITY VIOLATION : Per American Express 's own security guidelines, legitimate Amex representatives will NEVER ask for copies of government-issued identification, driver 's licenses, or personal identification documents via links, text messages, or any unsecured method. I was fraudulently induced to provide my government-issued ID through social engineering by someone impersonating an American Express official .\n\nWHILE ON THE PHONE WITH THE SCAMMER, I RECEIVED THE FOLLOWING TEXT MESSAGES : XXXXXXXX XXXX XXXX - Text : \" Charge activity was recently confirmed as not fraud '' XXXX XXXX XXXX XXXX  Text : \" Charge activity was recently confirmed as not fraud '' XXXXXXXX XXXX XXXX  - Text : \" You verified two different charges '' XXXXXXXX XXXX XXXX  - Text : \" Charge activity was recently confirmed as not fraud '' XXXX PM EST - Text : \" Charge activity was recently confirmed as not fraud '' These text messages prove the scammer was using the account access they gained ( combined with my personal identification information and driver 's license ) to authorize fraudulent charges in real-time while I remained on the phone, believing I was speaking with an American Express agent . \n\nCRITICAL FRAUD REPORTING VIA SECURE CHAT - XX/XX/XXXX : XXXX PM EST - I initiated a secure chat with American Express on my online account, stating \" I need help with a transaction. '' XXXX PM EST - Amex asks if I am concerned about a XXXX charge of {$24000.00} on XX/XX/XXXX. I respond \" Yes '' - confirming I am aware of and concerned about this charge. \n\nXXXX PM EST - Amex states in their response : \" I have checked and see that both the charges were marked as not fraud. '' This statement proves American Express had BOTH fraudulent charges visible in their system at this exact moment. \n\nXXXX PM EST - I immediately respond : \" They are fraud. I was just talking to someone from the fraud team about the XXXX charge and it seems like they made another one. '' I explicitly report BOTH charges as fraudulent : - The {$6200.00} charge ( the \" XXXX '' charge I was discussing with the scammer ) - The {$24000.00} charge ( the charge Amex just confirmed to me ) XXXX PM XXXX - Amex responds : \" I will quickly report the charge ( s ) in question as fraud. To set up the fraud case and card replacement, we need to ask few questions and request you to please stay connected with us. '' Amex explicitly acknowledges they will report \" the charge ( s ) '' ( plural ) as fraud and set up \" the fraud case '' ( indicating they understood multiple fraudulent charges ). \n\nXXXX PM XXXX - Amex confirms full charge details : - XXXX - {$24000.00} on XX/XX/XXXX - Green Card ending XXXX - NEW YORK, NY - Merchandise & Supplies Department Stores -- - AMEX 'S CATASTROPHIC FAILURE : BOTH CHARGES POSTED DESPITE REAL-TIME FRAUD REPORT This is the most damning evidence of American Express 's negligence : XXXX. At XXXX PM EST on XX/XX/XXXX, I reported BOTH fraudulent charges via authenticated secure chat on my online account 2. Amex acknowledged they could see both charges in their system ( \" I have checked and see that both the charges were marked as not fraud '' ) 3. I explicitly confirmed both were fraudulent 4. Amex promised to \" quickly report the charge ( s ) in question as fraud '' and set up fraud cases 5. Despite this real-time, documented notification on XX/XX/XXXX, BOTH charges were allowed to post to my account on XX/XX/XXXX XXXX. The cases associated with this XX/XX/XXXX chat were later closed prematurely American Express had every opportunity to : - Stop the charges from posting - Investigate in real-time - Contact me to confirm- Take immediate preventive measures American Express failed on all counts.\n\n-- - EVIDENCE I WAS NOT AUTHORIZING THESE CHARGES 1. LOCATION : I was at work during the entire incident ( XXXX PM - XXXX PM EST on XX/XX/XXXX ). I have employment records confirming my presence at the workplace. \n\nXXXX. PHONE CALL : I was on a phone call with what I believed was an American Express fraud agent for XXXX minutes ( XXXX PM - XXXX PM EST ). I did not have the ability to leave work, travel to XXXX, and make purchases while actively on the phone. \n\nXXXX. IMMEDIATE FRAUD REPORTING : At XXXX PM, I responded to the fraudulent text with \" NO this was not a valid attempt '' ( though this went to scammer 's system ). More importantly, at XXXX PM EST, I reported BOTH charges to real American Express via authenticated secure chat during the active fraud attack.\n\n4. CHARGE TIMING : The charges were authorized at XXXX PM, XXXX PM, XXXX PM, and XXXX PMall while I was actively on the phone with the scammer. These exact timestamps prove the scammer, not I, authorized the charges. \n\nXXXX. MERCHANT LOCATIONS : I did not visit any XXXX locations on XX/XX/XXXX. The charges were posted to locations I have never been to. \n\n6. GOVERNMENT ID WAS STOLEN : My driver 's license photo was obtained fraudulently via social engineering. This proves scammers had control of the identity verification process and used my stolen ID to authorize charges on my account. \n\nXXXX. DOCUMENTED FRAUD REPORT : I have a complete chat transcript showing I reported both charges as fraud on XX/XX/XXXX at XXXX PM EST via secure chat with American Express XXXX \n\n-- - HOW THE SCAMMERS OBTAINED ACCOUNT INFORMATION EVIDENCE OF PRIOR DATA BREACH : The sophistication of this targeted attack reveals that scammers possessed detailed account information BEFORE the vishing attack : - XX/XX/XXXX : I downgraded my American Express Platinum card to American Express Green card. The card number remained the same. \n\n- XX/XX/XXXX : I made a verified legitimate charge using my XXXX card. \n\n- XX/XX/XXXX : Scammers launched vishing attack. The spoofed text specifically mentioned a \" GREEN CARD '' charge from XXXX. \n\nCRITICAL FINDING : Scammers could not have known I possessed a GREEN card ( versus Platinum, Gold, or another Amex product ) unless they had prior access to my account information, including : - My current card product type - My recent downgrade on XX/XX/XXXX - Real-time account metadata This was NOT a random vishing attack. This was a TARGETED attack by scammers with prior knowledge of my account. American Express failed to : 1. Secure my account information from data breach 2. Notify me of any data breach 3. Investigate how scammers obtained detailed account information 4. Prevent scammers from using breached account information to execute targeted fraud -- - CRITICAL SECURITY FAILURES BY AMERICAN EXPRESS FAILURE # 1 : Scammers obtained my government-issued ID American Express representatives are trained never to request government-issued identification via unsecured links or digital methods. By allowing scammers to pose as Amex agents and obtain my driver 's license photo via an unsecured link, American Express failed to : - Provide adequate employee training on identity verification procedures- Implement system safeguards to prevent government IDs from being sent via external links - Warn customers about the specific tactic of requesting driver 's license photos This represents a massive security and compliance failure. Scammers now have : - My full name - My photo - My address - My driver 's license number - My birth date Combined with my Amex account information ( which was previously breached ), scammers had everything needed to commit identity theft and complete fraudulent charges.\n\nFAILURE # 2 : ALLOWED BOTH CHARGES TO POST AFTER REAL-TIME FRAUD REPORT This is American Express 's most damning failure. At XXXX PM EST on XX/XX/XXXX, I reported BOTH fraudulent charges ( {$6200.00} and {$24000.00} ) to American Express via authenticated secure chat during the active fraud attack.\n\nAmex 's own records show : - They acknowledged both charges in their system at XXXX PM EST - They stated : \" I have checked and see that both the charges were marked as not fraud '' - I immediately corrected them : \" They are fraud '' - Amex promised : \" I will quickly report the charge ( s ) in question as fraud '' - Complete chat transcript exists as evidence Despite this real-time, documented notification on XX/XX/XXXX, American Express XXXX XXXX Allowed BOTH charges to post on XX/XX/XXXX - Did not escalate the cases for proper investigation - Closed the cases associated with this XX/XX/XXXX chat prematurely - Did not contact me to follow up American Express 's fraud detection system should have : - Flagged the real-time chat notification at XXXX PM - Cross-referenced with the charges being authorized at XXXX PM, XXXX PM, XXXX PM, and XXXX PM - Identified the connection between the vishing attack and the fraudulent charges - Prevented the charges from posting Instead, both charges posted anyway, and the associated cases were closed early. \n\nFAILURE # 3 : Refused to escalate case to fraud supervisor On XX/XX/XXXX, I discovered the fraudulent charges had posted. I opened two separate cases : - Case XXXX for the {$6200.00} charge - Case XXXX for the {$24000.00} charge When I called American Express to explain the vishing scam, phone spoofing, stolen driver 's license, real-time fraud report via chat, and the charges that posted despite my notification, and requested escalation to a fraud supervisor, American Express REFUSED to escalate my case . \n\nAfter the initial inquiries were closed, I opened a third case ( XXXX XXXX ) to upload fraud documentation and submit a formal fraud claim. Despite having THREE open cases and extensive evidence, no fraud XXXX has reviewed my evidence of : - The calls from XXXX ( XXXX ) XXXX - The XXXX phone call with a scammer impersonating Amex - The stolen government-issued identification ( driver 's license ) - The real-time text message evidence showing charges being authorized while I was on the phone - The XX/XX/XXXX real-time fraud report via secure chat with documented chat transcript - The prior account information breach - The fact that charges posted after being reported as fraud FAILURE # 4 : Improperly reversed provisional credit without explanation American Express initially issued a partial provisional credit of approximately {$12000.00} ( only 39 % of the total fraudulent amount ). As of XX/XX/XXXX, even this partial credit has been removed from my account without explanation or notification. \n\nThis reversal suggests American Express is denying my entire fraud claim without proper investigation, despite having documented evidence of my real-time fraud report on XX/XX/XXXX. \n\nFAILURE # 5 : Did not acknowledge American Express 's own security protocol violation American Express 's official security guidelines state : \" American Express will NEVER ask you for identification documents, government IDs, or driver 's licenses via text message, email, or external links. '' Scammers violated this exact protocol by asking me for a driver 's license photo via a link while impersonating Amex agents. This is the exact tactic that American Express warns consumers to never fall for. I was successfully socially engineered through no fault of my ownI was tricked by criminals exploiting what should be a secure process, only to learn that providing government ID via a link is explicitly prohibited by Amex 's own security guidelines.\n\nFAILURE # 6 : Data breach notification and investigation American Express has not : - Acknowledged any data breach - Investigated how scammers obtained my account information - Notified me of any security incident involving my account - Explained how scammers knew about my XX/XX/XXXX card downgrade - Investigated how my driver 's license information is now in the hands of criminal scammers -- - VIOLATIONS OF LAW FAIR CREDIT BILLING ACT ( FCBA ) VIOLATIONS : 1. Amex failed to acknowledge my dispute within 30 days 2. Amex refused to escalate to a fraud supervisor for proper investigation 3. Amex failed to provide written explanation of findings 4. Amex improperly reversed provisional credit without documentation 5. Amex is attempting to hold me liable for unauthorized charges obtained through fraud 6. Amex failed to investigate the scam despite evidence of identity theft and government ID fraud 7. MOST CRITICALLY : Amex received a real-time fraud report via authenticated chat on XX/XX/XXXX but allowed both charges to post anyway TRUTH IN LENDING ACT ( TILA ) VIOLATIONS : Amex failed to provide clear disclosure of my rights regarding unauthorized charges and fraud dispute procedures.\n\nGRAMM-LEACH-BLILEY ACT ( GLBA ) VIOLATIONS : Amex failed to protect my account information from unauthorized access. Evidence shows account information was compromised prior to the vishing attack. Additionally, Amex failed to prevent identity theft using my government-issued identification. \n\nIDENTITY THEFT COMPLAINT : Scammers obtained and fraudulently used my government-issued driver 's license information in connection with unauthorized charges on my American Express account XXXX This constitutes identity theft under federal law. \n\n-- - REQUESTED RESOLUTION 1. Full reversal of both fraudulent charges totaling {$30000.00} - Charge 1 : {$6200.00} ( XXXX XXXX ) - Charge 2 : {$24000.00} ( XXXX XXXX ) XXXX. Full provisional credit for the entire disputed amount : {$30000.00} 3. Restoration of provisional credit that was improperly reversed 4. Zero liability for any portion of these charges 5. Written documentation explaining : - Why the partial provisional credit was reversed - How scammers obtained my account information - What data breach occurred - What investigation was conducted - Why Amex allowed scammers to request and receive my government-issued ID- Why BOTH charges were allowed to post after my real-time fraud report via secure chat on XX/XX/XXXX XXXX. Escalation to fraud supervisor for proper investigation of all three cases 7. Account monitoring to prevent future fraud 8. Confirmation in writing that both charges have been fully reversed and permanent credit is applied 9. Investigation into how my government-issued driver 's license is now in the possession of criminal scammers -- - SUPPORTING EVIDENCE ATTACHED XXXX. Screenshots of all text messages from XX/XX/XXXX ( XXXX PM - XXXX PM ) : - Spoofed fraud alert text at XXXX PM - \" Charge confirmed as not fraud '' texts at XXXX PM, XXXX PM, XXXX PM, XXXX PM - \" You verified XXXX different charges '' text at XXXX PM 2. Screenshots of fraudulent charges posted to account : - {$6200.00} ( XXXX XXXX ) - {$24000.00} ( XXXX XXXX ) 3. Employment records confirming I was at work on XX/XX/XXXX ( XXXX PM - XXXX PM EST ) 4. Complete chat transcript from XX/XX/XXXX at XXXX PM showing real-time fraud report of BOTH charges to American Express 5. Email from American Express dated XX/XX/XXXX acknowledging fraud investigation 6. Documentation of partial provisional credit that was subsequently reversed 7. Detailed timeline of all events 8. Phone records showing calls from XXXX ( XXXX ) XXXX 9. Written account of vishing scam, phone spoofing, stolen government ID, and social engineering attack 10. Documentation of three open cases with American Express -- - STATEMENT I am a victim of a sophisticated, multi-vector vishing scam involving phone spoofing, text message spoofing, social engineering, and identity theft. Scammers obtained my government-issued driver 's license photo through fraudulent impersonation of American Express officials . Evidence indicates my account information was breached prior to this attack, enabling the targeted fraud. \n\nI did NOT authorize these charges. They were obtained through coordinated fraud while I was at work on the phone with scammers impersonating American Express agents. \n\nMOST CRITICALLY : I reported BOTH charges ( {$6200.00} and {$24000.00} ) to American Express via authenticated secure chat on XX/XX/XXXX at XXXX PM ESTduring the active fraud attack. American Express acknowledged both charges in their system and promised to set up fraud cases. Despite this real-time notification, American Express allowed both charges to post on XX/XX/XXXX. \n\nThe scammers now possess : - My government-issued driver 's license photo - My full name, address, and date of birth - My Amex account information- Access to my identity This represents a complete identity theft and account takeover. \n\nAmerican Express has : - Allowed scammers to fraudulently obtain my government ID - Received a real-time fraud report on XX/XX/XXXX via secure chat but allowed both charges to post anyway - Refused to escalate my case to a fraud supervisor despite three open cases - Improperly reversed the provisional credit without explanation - Failed to investigate the vishing scam - Failed to investigate the data breach - Failed to investigate the identity theft - Violated FCBA protections I am requesting : - Full reversal of both fraudulent charges ( {$30000.00} ) with zero liability - Investigation into how my government ID was compromised - Account security measures to prevent future fraud If American Express does not resolve this matter, I will pursue all available legal remedies, including litigation and regulatory complaints to state financial regulators and law enforcement.","date_sent_to_company":"2026-01-29T19:19:44.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"11211","tags":null,"has_narrative":true,"complaint_id":"19109645","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2026-01-29T19:05:39.000Z","state":"NY","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["XXXXXXXX XXXX XXXX  - I <em>texted</em> back to the spoofed fraud alert : \" NO this was not a valid attempt. '' This <em>text</em> was sent to the scammer 's system, not to real American Express. \n\nXXXXXXXX XXXX XXXX - I <em>answered</em> the call. The person on the phone identified themselves as an American Express fraud department agent investigating the XXXX charge."]},"sort":[12.498069,"19109645"]},{"_index":"complaint-public-v1","_id":"13220216","_score":12.413543,"_source":{"product":"Credit card","complaint_what_happened":"( American Express Delta from XXXX and XXXX a {$15.00} charge ) You are requiring me to pay you for a charge : that has been repeated on the same day of-the-month in XXXX ; and for a business that I do not know about. Dismiss my XXXX and XXXX disputes for {$15.00}. I will not pay you : American Express. And I will close my card. And I will find every location to report you as stealing your cardholders 's money. \n\nI wrote a letter to XXXX that said : If someone bills me via you American Express you require me to pay you the charge that I don't know anything about. It's happened twice. I am repeating what I said to you : amex website quote on being unable to re-submit my dispute : \" Action Needed We need additional details to help you set up this dispute. Please chat with us by selecting the Chat button at the bottom right corner. Enter XXXX in the chat window for direct connection to a Customer Care Professional. '' Chat on XXXX XX/XX/year> : you don't even let me reopen the XXXX dispute. \nHi XXXX : ) As in your website does not let me, it says : \" Action Needed We need additional details to help you set up this dispute. Please chat with us by selecting the Chat button at the bottom right corner. Enter XXXX in the chat window for direct connection to a Customer Care Professional. '' I wrote this to you : You are enforcing that someone who I have never had any business with can bill me monthly. Well, I won't pay you : American Express. Dismiss my dispute of {$15.00} from this month and from XXXX. If you do not, so you dismiss my dispute, I will close the card, and report you for stealing. \nThen this : after you didn't take the first dispute Please provide the last XXXX digits of the card you're referring to. \nXXXX Thank you. \nThis was my rewriting : There's {$15.00}. on the same day each month. charged to my card by a business that I don't recognize. You dismissed my XXXX dispute. Now they billed {$15.00} again. \n: ( sorry. I wrote that to you in this chat. \nI appreciate the details from you. \nI just reread what I submitted on my second attempt : this part didn't make any sense : If you do not, so you dismiss my dispute, I will it should read : so * * if * * you dismiss my dispute I am working on it for you. \nThis has been 45 minutes already that I've been telling you -- American Express -- that : I DON'T RECOGNIZE THE CHARGE. and it's a whole dollar amount : {$15.00}. I don't have any more documentation : I don't know who they are or why they bill me {$15.00} a month. \nPlease answer a few questions. \nHave you ever done business with this merchant in the past using this card? \nI'm going to leave. As I wrote : if you dismiss my disputes, I'm not going to pay you, I'm going to close my card, and report you for stealing from your cardholders. \nBy any chance, is it possible that someone known might have used your card for this purchase? \nI have never heard of this merchant. I think they own hotels. \nIt is not possible that anyone else could have used my card : I have had the card with me. \nSo I see you -- American Express -- * * stealing * * {$30.00} from me If you suspect it to be a fraud charge, I can connect you to\n\nthe Fraud Protection team. Shall I? It's been an hour now. No. I was going to leave this chat with you just after 45\nminutes of me trying to say to American Express.\n\nSo, no. I'm not going to wait some more.\n\nIt won't take much time.\n\nNo. You can tell them. I'll screenshot what we've said to send in to the credit reporting agencies. \nI understand your time is precious. \nYou can chat back with us anytime to get it investigated. We will connect you to the Fraud Protection team. \nPlease feel free to chat back with us whenever you have time. \nXXXX XXXX  ................. \n\nOn another AMEX card, the Delta XXXX  card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nthat should have said : and instead of you converting * from * your time zone, to XXXX or ( XXXX ) XXXX mean time. What time on your clock was did I say : No No No At what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  i understand your concern regarding the mentioned {$15.00} charges. However, please note that American Express is not charging your card. This is a merchant charge. I see that one charge is disputed now and i can dispute the other one too. Alternatively, I can transfer you to the fraud team if you wish to report these charges as fraud. Please let me know how can I assist you further? \nXXXX XXXX  YES FIX THIS NOW At what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  FIX IT : AS IN TRANSFER ME TO THE \" EXPERTS '' WHO CAN REALLY FIX IT, EVEN THOUGH i WAS TOLD BY THE LAST PERSON THAT YOU WERE THE EXPERT. \nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  At what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  I am afraid it can not be fixed until you let me know how would you like to proceed. You wish to dispute the 2nd charge or report these charges as fraud? \nThis is fraud! I just said that to Amex. But maybe it was to the person before you? Should I look through the chat to find out? \nIT DOESN'T MATTER : THIS IS FRAUD XXXX XXXX  THIS IS FRAUD THIS IS FRAUD Sure, I am transferring you to the team which handles fraud claims. Please allow me a moment. \nA Customer Care Professional will be with you shortly. \nAn agent has now joined Hello, youre chatting with XXXX from the Fraud Protection Team. Am I chatting with XXXX XXXX? \nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  THIS IS XXXX XXXX Please be assured, I will quickly access the account to help you further right now. \n\nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nSHOULD I HAVE WRITTEN A QUESTION MARK INSTEAD OF A COLON? \nDo not worry let me check that for you. \nThank you for confirming! \nI see that you are concerned about the charge XXXX XXXX XXXX {$15.00} XXXXXXXX XXXX XXXX XXXX XXXXXXXX right? \nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say : On another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  I got your point XXXX! \nTHE CHARGE THE PREVIOUS MONTH ALSO!!!! \nXXXX XXXX XXXX {$15.00} XXXXXXXX XXXX XXXX XXXX XXXXXXXX This is ridiculous and disgusting Please be rest assured, I will quickly report the charge ( s ) in question as fraud and replace the affected card for you. \nSounds good to you? \nI'm not going to tell you what I have told the last three people from Amex that I've talked to At what time did I say : On another AMEX card, the Delta Airlines card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any acces\n\ns to my AMEX Delta card. At what time did I say : On another AMEX card, the Delta\nAirlines card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nDo not worry XXXX, I am here to help you in this. \nLet me quickly report the charge for you and replace the card now. \nI'M JUST PASTING THAT. BUT I WILL CHAGE IT TO BE A QUESTION MARK NOT A COLON At what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  At what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  Have you released your card details with them to make the charge? \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  You'll need to answer my question before I answer any question from you At what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX XXXX card. \n\nI can understand your curiosity. Fraud can happen in many ways. At this time it is difficult to speculate, how this may have happened? We will be reviewing this case & share details if we come across anything which may require additional action. \nOn our website, we provide you with many more tips on how to help prevent fraudulent activity. This along with understanding the different types of fraud will help you become more alert in protecting yourself. \" \" www.americanexpress.com/us/security-center At what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  Someone might have the card information and use it to make the charge however I am here to report this for you and replace the card now. Shall I proceed with case set up and card replacement? \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  XXXX I would request you to please read my text also, so that I can help you to get this resolved. \nWHAT DID I TELL YOU, NOT THE THREE PEOPLE BEFORE YOU, THAT i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION? \nXXXX XXXX  i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION XXXX XXXX  I surely understood your point here however I have already confirmed about the same to you. \ni WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION i WILL NOT ANSER ANY QUESTION FROM YOU UNTIL YOU ANSWER MY QUESTION I completely understand your concern here. \nYOU WILL STAY IN THIS CHAT. i AM GOING TO USE OTHER TABS TO DO SOMETHING, WHICH YOU WILL NOT TELL ME I HAVE SPENT TODAY DOING AFTER THE ONE HOUR YESTERDAY. \nSure, I am here to help you in this. \nThanks for your patience... \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  I see that XXXX helps you save on hotels, get cash advances, and make extra money! Upgrade to XXXX  and put even more money in your pocket! \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nThere is a charge for {$100.00} with XXXX XXXX XXXX XXXX XXXX on XXXX. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nMay I know if you have made this above charge? \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card. \nXXXX XXXX  I am afraid XXXX, I will not be able to help unless you confirm the charge for {$100.00} with XXXX XXXX XXXX XXXX XXXX on XXXX. \nThis {$15.00} is connected to {$100.00}. \nAt what time did I say? \nOn another AMEX card, the Delta XXXX card, I was charged {$15.00} for a business that I think is a hotel chain that I have never in any way used, and no one else has had any access to my AMEX Delta card.","date_sent_to_company":"2025-04-28T22:28:38.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"804XX","tags":"Servicemember","has_narrative":true,"complaint_id":"13220216","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-04-28T22:12:29.000Z","state":"CO","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["XXXX XXXX  XXXX I would request you to please read my <em>text</em> also, so that I can help you to get this resolved. \nWHAT DID I TELL YOU, NOT THE <em>THREE</em> PEOPLE BEFORE YOU, THAT i WILL NOT ANSER ANY <em>QUESTION</em> FROM YOU UNTIL YOU <em>ANSWER</em> MY <em>QUESTION</em>?"]},"sort":[12.413543,"13220216"]},{"_index":"complaint-public-v1","_id":"6899588","_score":11.718725,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"LETTER TO COMENITY ( XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX ) -- written XX/XX/XXXX : Re : ( Every-changing ) Late Fee Cut Off Times To Whom It May Concern : I am writing you today to express my frustration with your cut-off time policies and web site login pages. \n\nMy life pre-covid, was also financially strained, and during that time, I was deeply grateful for the credit that you had accorded me through your brands XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX. I worked to try and cover those payments without late fees as best I could. \n\nI am a single mom with full custody. Before the lockdowns, I already had a lot to juggle, and would always find myself, late in the evening, during a few moments of calm and silence, sitting down to pay bills. This is always a last minute thing as gig work doesnt usually receive a set salary on a set date. With the XXXX lockdowns I found myself navigating more than ever before, with the kids remote learning or on awkward learning schedules, my own work schedule destroyed, clients not paying, many things falling through or being on hold, my unemployment benefits inexplicably rescinded ( still working through that ). During this time, I still found my evening time to see how much I could pull together to pay bills. \n\nThat is when your company began what feels like an insidious campaign to crush debtors with late fees with your constantly changing cutoff times. I believe when I received my first cards with you, the time was XXXX. From there XXXX, then during the pandemic when Ive had less time than ever before, it became XXXX, and now XXXX? And for what reason? In a 24h world of moving money online, what could possibly be the explanation of changing your cut-off times ( OR EVEN HAVING THEM )? Not to mention that your apps have zero payment integration, and when redirected to another site, the loading and waiting is heavy and long. Or the fact that I cant receive any text/email reminders about payment due. \n\nOf course, I wish I could single handedly organize everything in my life, so that my expense account could easily accommodate my various payments, and that I could pay them a week or two in advance, as any good card holder should. But then, if that were the case, I probably wouldnt actually use or even need any credit cards, right? \n\nSo now, to my horror, a simple XXXX XXXX transaction of {$69.00} has incurred over {$130.00} in late charges. If you were to check my login times, sometimes its a matter of seconds after the cut-off time. And this is what is most painful for me. Certainly if I simply forgot, or just dont have the money, sure, I deserve the late fee ( yet one so egregiously high -- I don't think so ). But attempting to pay, and missing the time, because I needed to pull over, my internet is being too slow ( like today, when your took XXXX minutes to load ), etc. is excruciating. \n\nI havent used my XXXX XXXX card since this summer, and hope to never use it again. \n\nRegarding the online logins : not only is my account *never* found on the date that the bill is due -- even after answering security questions -- my name has been changed to all caps. This tactic feels as though it is a conscious effort to make me late, as I have to wait for a confirmation email and set up the login all over again. All three accounts I have with you behave exactly the same. The fact that I can't even pay my card on the store app simply blows my mind.","date_sent_to_company":"2023-04-27T21:44:32.000Z","issue":"Fees or interest","sub_product":"Store credit card","zip_code":"44240","tags":null,"has_narrative":true,"complaint_id":"6899588","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2023-04-27T21:16:32.000Z","state":"OH","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["Regarding the online logins : not only is my account *never* found on the date that the bill is due -- even after <em>answering</em> <em>security</em> <em>questions</em> -- my name has been changed to all caps. This tactic feels as though it is a conscious effort to make me late, as I <em>have</em> to wait for a confirmation email and set up the login all over again. All <em>three</em> accounts I <em>have</em> with you behave exactly the same. The fact that I can't even pay my card on the store app simply blows my mind."]},"sort":[11.718725,"6899588"]},{"_index":"complaint-public-v1","_id":"2700775","_score":11.333297,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This complaint is regarding my experience using the solutions that have been provided by Equifax post breach to secure my credit file. It has been excruciating at best to get myself set up with them, taking the last 3 weeks of diligent effort to put their solutions in place. I have been a victim of identity theft in the past due to XXXX XXXX XXXX so I am on high alert since my personal info is being exposed on the dark web according to XXXX. \n\nI decided to freeze my credit file with each of the 3 credit bureaus; I'm also monitoring for a year at Equifax / XXXX XXXX, which they said will monitor each of the 3 bureaus; and I'm monitoring for free at XXXX XXXX for both Equifax and XXXX. For the two bureaus other than Equifax, I paid a fee to freeze my file. \n\nOn XXXX XXXX XXXX, since I never received any information regarding a password to the monitoring of XXXX XXXX, which was set up on XX/XX/XXXX, I asked Equifax to reset my password. They sent me a reset by email and then I logged into their monitoring portal at XXXX XXXX for the first time, I was disturbed by my experience at their online portal because it seemed like they may still be hacked because parts of it worked very strangely, and other parts did not work at all.  \n\nI proceeded to view my online credit report and when I tried to print it using their  \"Print Report\" button it did not work. With each failure at printing it opened up additional windows of the credit file. And for some reason it gave me a small window that wanted me to click ok to share my report and printer with the network. What was that about? This was the first time I had witnessed that.  I tried 3 times to print the report all to no avail and now there were a couple new windows opened into the account screen.  In order to try to retain the record of my report I had to manually copy and paste sections of the report onto a word document. That too was so difficult because you could only select small sections of text because the report was framed as a page inside another page. You could only capture a little bit of it, and parts of the report had no formatting at all so it merged all the text together into a mess. It was seriously difficult to work with.  In any respect, I could not keep the report for my records at all. \n\nAfter getting frustrated I decided I had enough and logged out of the account without having been able to print the report for my records. I logged out of the first window of the account while the other two windows were still open. Then I went to the other 2 open windows and to my surprise, even after logging out of my account, I was still able to access and navigate through my credit report account. There was also no way to sign out of those open windows which directly accessed the data in my account.  This is a security nightmare and makes us more vulnerable to the data being leaked from our account files after logging out. All websites and browsers that I ever used to log into a password account, would automatically boot you out of any open windows of their website, upon logging out. But not Equifax. I was able to work with my account and navigate to different parts of the credit file in their portal even after logging out.  The way the website worked appears to be still breached, where hackers may be using the defects in their print report function to get users to click so they end up being lured into sharing the data on the network. And allowing any navigation thru an account after logging out is reckless and very concerning. \n\nEach time you call Equifax you get a department that seems to be incapable of handling but one narrow question or task. Then they tell you to call a different number for the next question. They can't even transfer you to the other dept so this is a worthless solution that causes nothing short of a run around. You have to keep calling back for each different question since they have it set up so each department can only do one narrow task.  It is ridiculous at best and causes so much stress and wasted time that it can't possibly work to protect us. .  \n\nWhen the mortgage industry was giving borrowers a run around sending them on a wild goose chase, the CFPB changed the law to require one point of contact. This is so much worse because with the mortgage industry at least we had a product we purchased from the industry. But with Equifax we had no relationship that we initiated and therefore, they took our information without our input and were careless with it, breached us royally, and then they send us thru a wild goose chase in trying to resolve the mess they created. Every time you talk to a live person the answers conflict with what you were told previously and it is a pathetic resolution process. How is this supposed to give us peace of mind that we are protected going forward? The right hand does not know what the left hand is doing, even with their supervisors.  And I just learned that Trusted Id is a wholly owned company of Equifax. That's not reassuring at all. \n\nThis is a process from hell which will affect our lives for years to come and after finally finishing the process of putting the credit freeze in place, I then was shown a  Disclaimer at Trusted Id which I am sharing with you here because I need help to know if this is true. This shows me that the security freeze is DEFECTIVE if it exempts all these entities in different scenarios, which are exactly the scenarios I intended to secure in the first place. This is the Disclaimer that was shown to me  in its exact format after viewing my credit report in their platform. The source code was exposed at their web site so I am putting it here as I saw it that night. \n\nLocking your credit file with Equifax Credit Report Control will prevent access to your Equifax credit file by certain third parties, such as credit grantors or other companies and agencies. Credit Report Control will not prevent access to your credit file at any other credit reporting agency, and will not prevent access to your Equifax credit file by companies like Equifax XXXX XXXX XXXX which provide you with access to your credit report or credit score or monitor your credit file; Federal, state and local government agencies; companies reviewing your application for employment; companies that have a current account or relationship with you, and collection agencies acting on behalf of those whom you owe; for fraud detection and prevention purposes; and companies that wish to make pre-approved offers of credit or insurance to you. To opt out of such pre-approved offers, visit XXXX.\n\n\nIf this Disclaimer is true, then their resolution to this breach is nothing but a waste of our time. Their Disclaimer exempts collection agencies and past relationships? How is this possible? If I lock my file I want to know it is locked from all parties unless I choose to allow it. This Disclaimer says opposite of what I understood.  This is UNACCEPTABLE because a lock should mean what it says, it is locked. Selective locking is not what we signed up for. If I had to pay a fee for two out of three credit bureaus to freeze my file, and the other bureau is required to freeze it if I choose that option, then nobody should be entitled to access my report unless I say so.  My credit file has been breached and I want it frozen from ALL parties. All those entries on my credit file are history and none of the accounts are open any longer. However, Equifax doesn't show that they are closed on my online report. It just shows the credit lines of the past.  If any of those entities want to access my file my answer is NO WAY. However, the Disclaimer says it is fine and they can access because they had a prior relationship. I refuse to give any of those entities access in the future. All a collection agent needs to say is they are acting on behalf of one of the relationships and the file will be accessible. This is DEFECTIVE. My efforts to reach someone at Equifax to verify this all failed. I was hung up on by at least two people in the process and therefore, it is now a complaint with the CFPB.\n\nThe disclaimer makes me know that even freezing the file is not going to provide us any security for the future. This is very important and I believe it warrants prompt review from our Consumer Protection Agency to get to the bottom of this defective process for the benefit of all consumers.\n\nThank you.","date_sent_to_company":"2017-10-13T00:18:19.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"96797","tags":null,"has_narrative":true,"complaint_id":"2700775","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-10-12T22:20:10.000Z","state":"HI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Each time you call Equifax you get a department that seems to be incapable of handling but one narrow <em>question</em> or task. Then they tell you to call a different number for the next <em>question</em>. They can't even transfer you to the other dept so this is a worthless solution that causes nothing short of a run around. You <em>have</em> to keep calling back for each different <em>question</em> since they <em>have</em> it set up so each department can only do one narrow task."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[11.333297,"2700775"]},{"_index":"complaint-public-v1","_id":"14173829","_score":11.019211,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"b'On XXXX XXXX XXXX  I received a notification from XXXX XXXX  wallet to verify a transaction for XXXX  It said if I didnt make that purchase, then I need to call the number that was provided in that text message and since I didnt make that transaction, I called the number. It was the fraud department with XXXX XXXX A representative took my call and thats why I was calling for. I told them about the text message XXXX  sent me and that I did not make the charge, it was fraudulent. Then she started telling me about money that was being taken out of my account. Reading all charges from different places and different amounts. She was looking into the situation, then she told me that someone was hacking my bank account and that they had already taken money. I freaked out and listened to what she said, and it made sense and every time I had a question she answered it with an answer that made sense. Her lingo was on point. Terms, phrases I followed her instructions. In order to fix the process and regain control of my accounts I needed to first go to the Official XXXX XXXX XXXX XXXXnline and download this program that can find out where theyre getting access to my money from and hopefully recover it. so I went to the XXXX XXXX XXXX  on my phone and I downloaded the app since it was from the actual XXXX XXXX  and they were claiming to be the XXXX fraud department. So I continued to listen to her instructions to stop the thieves from taking everything I have. But the program apparently let them find a back door into my phone, where they could see my phone in real time without me knowing they were. They saw what I I was typing and doing, but I didnt know that. they told me to log into my bank account again and make sure that no other unauthorized transactions or other money had gone missing. I checked my personal Bank of America and my companys XXXX XXXX XXXXccounts and thankfully no other money was missing. I was so grateful and thankful to her and we continued to keep trying to block them and reset things but my husband came home. He saw I was very upset and asked what was going on and I told him and he was devastated. He said that that was a scam and I said no shes saving my money from being taken. Shes helping me and then he asked to speak to her and when he did, he took the phone said who am I speaking with? Then she hung up on him. During the call when I questioned her credentials she let me speak to her manager. And I did and he seemed totally valid as well. All of his answers made sense. They had a reason for everything they were doing that seemed real genuine. Well he  apparently turned out to be some other scammer working with her. She even gave me her direct office number in case we got disconnected and at which point we did get disconnected so I called and she answered, and it was the fraud department for XXXX XXXX XXXX didnt know at the time is that she was telling me to check my bank accounts so she could learn my username and my passwords that she could see I gave her no account information. I gave her no usernames and I gave her no passwords. She could just see my phone exactly the way I was seeing it. She did that so that they could go into my bank accounts & steal my money & the companys money. Thank the Lord my companies money after hours and hours on the phone with XXXX XXXX the attacks tried to get in 20 sometimes in a matter of hours per XXXX, but we got to them before the hackers did they started with my personal accounts before my business they took 2 transactions in the amounts of XXXX XXXX  Theyve been XXXX  themselves Mooney from my personal checking account before I could get to Bank of America and have everything locked down like pinnacle was able to. Well, I went through the process with Bank of America and I was crying and I was upset and I was scared and I was violated. They gave me so many reassurances. They never saiXXXX XXXX XXXXat I would be able to get my money back all of it but they certainly imploded it every time I asked if I was gonna get my money back oh yes, were gonna do everything we can to help you with this. Were gonna do everything we can to get this Money back. But they didnt. Meanwhile, I was unable to access any money left in my accounts they  were supposed to be locked down and restricted. I had to open new accounts with Bank of America. They were so helpful they even convinced me to get a Bank of America credit card. So much more security so much harder for me to be scammed again easier to recover money from if that did happen. With a special XXXX XXXXPR in the beginning. I should transfer any outstanding debt from my other credit cards to Bank of America credit card with XXXX XXXX XXXX XXXX I thought man this bank could not get any better! Theyre recovering my money opening a credit card for me and taking away the debt to a XXXX  APR. I just thought Bank of America was outstanding and they really cared because they acted like they really cared but just like this scammer I believe that was all an act. Also, I dont think anyone cared what happened to me because all they did was reassure me and help me and then when it came down to it, I got a form email basically three sentences saying they werent going to get my money back. They told me the process could take 90 days. It didnt take them but a week to tell me no. Im still trying, but Im not getting anywhere and I feel like after being scammed and taking advantage of my bank tells me theyre gonna help me and when the time comes, they dont they just help themselves to get another credit card and open up our bank account thats what it feels like cause thats probably what it is like. Bank of America is a huge corporate bank I get it, but it still doesnt make it right it doesnt make me any less important. They basically took all of my personal money I had in my account. I get it wasnt much money at all, but its all I have and a crime was committed against me and Im asking Bank of America to help and its not happening. They helped me long enough to convince me to get a credit card to open new accounts with them instead of going to a different bank to transfer outstanding balance of all cards to them. I feel like I got scammed twice once my actual real twisted criminal scammers and scammed again by Bank of America. I am desperate for help and dont know what else to do. I know $XXXX  is not a lot of money to a lot of people but it was everything to me XXXX XXXXs with Bank of America and Im onXXXX XXXX years old and they wont help me. Then theres the fact that after I opened the new bank accounts, they were supposed to transfer over the money and then the restricted accounts were gonna be closed well instead of doing that I dont know what theyve done because now Im getting emails saying that I have insufficient funds in my bank account and its the account that I was robbed out of in the account that is supposed to be locked down and inactive because of this going on Because of the fraud. Its a huge tangled mess and I dont know what else to do. I feel like a XXXX  for believing that that was really XXXX  and I feel like a fool for trusting Bank of America to do what they said they would do help please any help please. I mean, I opened up more accounts with them and got a credit card with them Ive been with them for XXXX  years. Im a platinum honors Customer, but apparently I dont have enough money to be important when it really matters. Apparently the Bank of America its only important to act like youre gonna help and act like you care. Its not important to actually help innocent people, nave maybe ok  definitely but innocent. I am a victim. I dont like saying that, but I am and I have no one to help me. The people that I have depended on for almost a quarter of a century just turned in their backs on me. I feel violated twice.'","date_sent_to_company":"2025-06-19T19:26:37.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"270XX","tags":null,"has_narrative":true,"complaint_id":"14173829","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-06-19T19:02:02.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I freaked out and listened to what she said, and it made sense and <em>every</em> time I had a <em>question</em> she <em>answered</em> it with an <em>answer</em> that made sense. Her lingo was on point. Terms, phrases I followed her instructions."]},"sort":[11.019211,"14173829"]},{"_index":"complaint-public-v1","_id":"14631331","_score":10.999026,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"b'On XXXX XXXX XXXX I received a notification from XXXX XXXX wallet to verify a transaction for $XXXX. It said if I didnt make that purchase, then I need to call the number that was provided in that text message and since I didnt make that transaction, I called the number. It was the fraud department with XXXX XXXX. A representative took my call and thats why I was calling for. I told them about the text message XXXX  sent me and that I did not make the charge, it was fraudulent. Then she started telling me about money that was being taken out of my account. Reading all charges from different places and different amounts. She was looking into the situation, then she told me that someone was hacking my bank account and that they had already taken money. I freaked out and listened to what she said, and it made sense and every time I had a question she answered it with an answer that made sense. Her lingo was on point. Terms, phrases I followed her instructions. In order to fix the process and regain control of my accounts I needed to first go to the Official XXXX XXXX Store online and download this program that can find out where theyre getting access to my money from and hopefully recover it. so I went to the XXXX XXXX Store on my phone and I downloaded the app since it was from the actual XXXX XXXX and they were claiming to be the XXXX  fraud department. So I continued to listen to her instructions to stop the thieves from taking everything I have. But the program apparently let them find a back door into my phone, where they could see my phone in real time without me knowing they were. They saw what I I was typing and doing, but I didnt know that. they told me to log into my bank account again and make sure that no other unauthorized transactions or other money had gone missing. I checked my personal Bank of America and my companys XXXX  XXXX  accounts and thankfully no other money was missing. I was so grateful and thankful to her and we continued to keep trying to block them and reset things but my husband came home. He saw I was very upset and asked what was going on and I told him and he was devastated. He said that that was a scam and I said no shes saving my money from being taken. Shes helping me and then he asked to speak to her and when he did, he took the phone said who am I speaking with? Then she hung up on him. During the call when I questioned her credentials she let me speak to her manager. And I did and he seemed totally valid as well. All of his answers made sense. They had a reason for everything they were doing that seemed real genuine. Well he apparently turned out to be some other scammer working with her. She even gave me her direct office number in case we got disconnected and at which point we did get disconnected so I called and she answered, and it was the fraud department for XXXX  XXXX. I didnt know at the time is that she was telling me to check my bank accounts so she could learn my username and my passwords that she could see I gave her no account information. I gave her no usernames and I gave her no passwords. She could just see my phone exactly the way I was seeing it. She did that so that they could go into my bank accounts & steal my money & the companys money. Thank the Lord my companies money after hours and hours on the phone with XXXX  XXXX  the attacks tried to get in XXXX  sometimes in a matter of hours per XXXX, but we got to them before the hackers did they started with my personal accounts before my business they took XXXX  transactions in the amounts of $XXXX each. Theyve been XXXX  themselves Mooney from my personal checking account before I could get to Bank of America and have everything locked down like XXXX  was able to. Well, I went through the process with Bank of America and I was crying and I was upset and I was scared and I was violated. They gave me so many reassurances. They never said 100% that I would be able to get my money back all of it but they certainly imploded it every time I asked if I was gonna get my money back oh yes, were gonna do everything we can to help you with this. Were gonna do everything we can to get this Money back. But they didnt. Meanwhile, I was unable to access any money left in my accounts they were supposed to be locked down and restricted. I had to open new accounts with Bank of America. They were so helpful they even convinced me to get a Bank of America credit card. So much more security so much harder for me to be scammed again easier to recover money from if that did happen. With a special 0% APR in the beginning. I should transfer any outstanding debt from my other credit cards to Bank of America credit card with a $13,000 credit limit. I thought man this bank could not get any better! Theyre recovering my money opening a credit card for me and taking away the debt to a zero APR. I just thought Bank of America was outstanding and they really cared because they acted like they really cared but just like this scammer I believe that was all an act. Also, I dont think anyone cared what happened to me because all they did was reassure me and help me and then when it came down to it, I got a form email basically three sentences saying they werent going to get my money back. They told me the process could take XXXX  days. It didnt take them but a week to tell me no. Im still trying, but Im not getting anywhere and I feel like after being scammed and taking advantage of my bank tells me theyre gonna help me and when the time comes, they dont they just help themselves to get another credit card and open up our bank account thats what it feels like cause thats probably what it is like. Bank of America is a huge corporate bank I get it, but it still doesnt make it right it doesnt make me any less important. They basically took all of my personal money I had in my account. I get it wasnt much money at all, but its all I have and a crime was committed against me and Im asking Bank of America to help and its not happening. They helped me long enough to convince me to get a credit card to open new accounts with them instead of going to a different bank to transfer outstanding balance of all cards to them. I feel like I got scammed twice once my actual real twisted criminal scammers and scammed again by Bank of America. I am desperate for help and dont know what else to do. I know $XXXX is not a lot of money to a lot of people but it was everything to me XXXX  years with Bank of America and Im only XXXX  years old and they wont help me. Then theres the fact that after I opened the new bank accounts, they were supposed to transfer over the money and then the restricted accounts were gonna be closed well instead of doing that I dont know what theyve done because now Im getting emails saying that I have insufficient funds in my bank account and its the account that I was robbed out of in the account that is supposed to be locked down and inactive because of this going on Because of the fraud. Its a huge tangled mess and I dont know what else to do. I feel like a fool for believing that that was really XXXX  and I feel like a fool for trusting Bank of America to do what they said they would do help please any help please. I mean, I opened up more accounts with them and got a credit card with them Ive been with them for XXXX  years. Im a platinum honors Customer, but apparently I dont have enough money to be important when it really matters. Apparently the Bank of America its only important to act like youre gonna help and act like you care. Its not important to actually help innocent people, nave maybe ok definitely but innocent. I am a victim. I dont like saying that, but I am and I have no one to help me. The people that I have depended on for almost a quarter of a century just turned in their backs on me. I feel violated twice.'","date_sent_to_company":"2025-07-14T20:07:10.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"270XX","tags":null,"has_narrative":true,"complaint_id":"14631331","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-07-14T19:33:11.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I freaked out and listened to what she said, and it made sense and <em>every</em> time I had a <em>question</em> she <em>answered</em> it with an <em>answer</em> that made sense. Her lingo was on point. Terms, phrases I followed her instructions."]},"sort":[10.999026,"14631331"]},{"_index":"complaint-public-v1","_id":"6594897","_score":10.824218,"_source":{"product":"Checking or savings account","complaint_what_happened":"Imposter Fraud XXXX and Wire transactions Day 1 : On XX/XX/XXXX, I was using my personal laptop to open a Roth IRA account with XXXX. After I transferred the money from my bank into the Roth IRA accounts, I was attempting to access my school retirement website, again using my personal home XXXX  laptop. I was getting a security message site unsafe. I was able to get on this site using my school XXXX laptop, so I used XXXX search to look up the number for XXXX Support/Help thinking something was wrong with my personal home laptop. XXXX XXXX answered the phone introducing himself as an XXXX agent and determined my laptop was hacked and they already were getting into my bank account. Because I was using my laptop less than an hour ago to transfer money from my checking and savings account and because I was getting a security alert on my retirement webpage, I assumed he was correct that my computer was hacked, they accessed my bank information, and that what was causing the site unsafe message to come up when I tried to get into my retirement account. He transferred me over to XXXX XXXX who gave me his phone number ( XXXX ), his XXXX employee number ( XXXX XXXXXXXX ) and a case number ( Case # XXXX ) He told me he was an associate of the fraud department for XXXX Support. He told me my laptop and phone had been hacked and asked me to delete every app on my phone I do not use so he can check the ones that are left to see what apps they had access to. \nAfter I did that, he determined that someone had access to my emails, XXXX and Citibank apps. He said they were withdrawing money and we would immediately need to start making dummy accounts for the same amount of money made out to the person who was withdrawing the money which would block their transfer from being withdrawn. He asked me to put the app XXXX on my phone so he can screen share with me and talk me through how to transfer the money. XXXX said there were 4 withdrawals in progress coming from XXXX, New Mexico, XXXX and Nevada. Once he was screen sharing with me, he asked me to go into my Citibank app and showed me how to set up a XXXX account. He then told me step by step how to transfer {$500.00} from my checking account through XXXX to XXXX XXXX. He then took me through the steps on my Citibank account webpage on how to wire {$15000.00} from my savings account to XXXX XXXX. In the notes for each transaction, he instructed me to put CAP and that code would be recognized by the bank to block this transaction and the hacked withdrawal requests. \nHe then asked me to go to my text messages/email and open the text messages/emails that were sent by Citibank. He was still screen sharing and saw Citibank was asking if I authorized the transfer he told me to press 1 for yes. I also got a fraud alert text from Citibank asking if I was aware of the money being taken out he told me to click on Yes. Then XXXX told me to immediately delete the texts and emails so the people hacking my account cant read them. He told me the emails and texts came so quickly because they were fake Citibank messages that the hackers send out so they can determine if I am trying to block the transaction. XXXX told me to answer both as if I was aware of the transactions so we could confuse the hackers and keep them active in trying to access money since he was working with the FBI and the longer they stay active, the better chance they can track where the hackers are and get a conviction. \nXXXX sent me text messages with name/bank information. These text messages were gone after I went into the XXXX store to have a complete factory reset done on my phone to eliminate anything that may have been installed on my phone through the XXXX app. ( per XXXX support recommendation ) but I took screenshots of the transactions and can provide the information for most of the transactions made if needed. After each wire transaction, XXXX told me I should expect a phone call and if that comes, I should say I know the person I sent the money to, that the person did renovations on my home and the money wired was payment for that work. XXXX told me to give the person all the information they asked for, including bank account XXXX XXXX XXXX XXXX He told me with the XXXX app I installed, he would be able to listen and track any calls I get. Since our dummy transactions blocked the money from leaving my account, giving the hackers my bank information could do no harm. XXXX told me he was working closely with the FBI and telling the hackers on the phone that I knew the person I wired money to would confuse the hackers and give the FBI more time to keep investigating and get a conviction. I never received a phone call that showed up as unknown on my phone that XXXX was expecting. XXXX told me he had a 90 % conviction rate of all cases he handles and because I caught the hackers before they actually were able to obtain the money from my account, the FBI would have a much better chance of convicting them. He said they already found and convicted one of the hackers and were close to catching another. \nDuring this whole time, he told me not to open my laptop and not to open my Citibank accounts because if I did, it would open my bank accounts up to more people who were stealing my money. He warned me not to tell anyone about this because many times this crime is committed by someone the person knows possibly a relative or a roommate who might have access to banking information. XXXX told me since I was hacked, he would be installing an XXXX protection system on both my laptop and XXXX, a strong protection installation that people usually have to pay for. It will protect me from this ever happening again. But until that was put on, my devices were still at risk, thus, dont open my Citibank account. The protection system would have to wait to be installed until we set up all the dummy accounts to block the hackers. \n\nDay 2 : The next day, XX/XX/XXXX, XXXX XXXX talked me through another XXXX transfer from my checking account to XXXX XXXX for {$500.00}. When Citibank confirmation came in my email, he had me open them, then immediately delete them and then delete them from trash. XXXX said the hackers can read my emails and we dont want them to see that the transfer went through. He then talked me through another {$15000.00} wire transfer from my savings account to XXXX XXXX and once again had me read, say it wasnt fraud then delete all texts and emails from Citibank concerning those transactions. He then asked if I could take a picture of my drivers license front and back and text that to him so he could use it for security to block a business trying to withdraw money. That is the transaction that I did not take notes on as far as how much was being wired. He gave me the name of XXXX XXXX from XXXX XXXX sent through a XXXX Routing Number from the XXXX XXXX XXXX XXXX. I do not have notes indicating what the money amount was for this transaction and I have not seen any money being withdrawn from my checking or savings account under this name. \nHe then asked me to again go to my text messages/email and open the text messages/emails that were sent by Citibank. He was still screen sharing and saw Citibank was asking if I authorized the transfer he again told me to press 1 for yes. I also got a fraud alert text from Citibank asking if I was aware of the money being taken out he again told me to click on Yes. Then XXXX told me to immediately delete the texts and emails so the people hacking my account cant read them. He pointed out some information in the texts that identified them as being sent from hackers and not from Citibank. Again, confirming I agreed to these transactions to the fake Citibank texts were done to confuse the hackers giving the FBI more time to find them and convict. \nXXXX again sent me text messages with name/bank information. After each wire transaction, he told me I should again expect a phone call and if that comes, I should say I know the person I sent the money to, that the person did renovations on my home and the money wired was payment for the work. He again told me to give the person all the information they asked for, including bank account numbers/social security numbers . He told me with the XXXX app I installed, he would be able to listen and track any calls I get. Since our dummy transactions blocked the money from leaving my account, giving the hackers my bank information could do no harm. XXXX told me he was working closely with the FBI and telling the hackers on the phone that I knew the person I wired money to would confuse the hackers and give the FBI more time to keep investigating and get a conviction. I never received a phone call that showed up as unknown on my phone that XXXX was expecting. XXXX told me he had a 90 % conviction rate of all cases he handles and because I caught the hackers before they actually were able to obtain the money from my account, the FBI would have a much better chance of convicting them. He said they already found and convicted one of the hackers and were close to catching another. \nDuring this whole time, he told me not to open my laptop and not to open my Citibank bank accounts. He warned me not to tell anyone about this because many times this crime is committed by someone the person knows possibly a relative or a roommate who might have access to banking information. \n\n\nDay 3 : The last wire transfer was on Thursday, XX/XX/XXXX XXXX XXXX talked me through sending XXXX XXXX {$20000.00} from my savings account and reading/saying I knew of transfers and it wasnt fraud/deleting Citibank alert emails and texts. ( see day 1 and 2 for explanation on why he had me do this ). Shortly after this transaction, I called my boss at work to inform her I was running late and told her what was happening to my bank account that I was being hacked and XXXX  Support was helping me block the transactions and working with the FBI to catch the people who had access to my bank account. My boss mentioned what was going on to a co-worker who then called me and said a friend of hers had something similar happen and it was fraud they were using her to access her bank account to steal her money. She advised me to call XXXX ( and gave me a correct XXXX XXXX phone number. ) I called XXXX and after giving them the first three numbers of XXXX XXXX Case number, they said that is not an XXXX Case number and I should immediately call my bank. I then received a text message from XXXX XXXX telling me that they have evidence that someone I know is one of the hackers with access to my bank account and I should call him immediately so he can give me the information. ( my co-worker called XXXX from her work phone and yelled at him for stealing money, which is why XXXX texted me about a friend in on the sceme ). I blocked his phone number and began receiving phone calls from XXXX XXXX, CA ( XXXX ) and XXXX TX ( XXXX ) which I also blocked. I immediately called Citibank and reported the XXXX and wire transactions and they eventually locked both my checking and savings accounts. When I called Citibank I had a hard time getting through to the fraud department since my call kept dropping. I began asking for a direct number and giving my phone number to associates in case they lost the call while I was giving information. There were times where the Citibank associates said my account didnt exist and wouldnt put me through to the fraud department. Citibank can go through the recorded phone calls I made that evening begging them to not drop my call again because earlier in the evening when I began trying to contact Citibank, the last wire transfer did not clear yet and I was hoping they could block that transaction before it went through, but because of how difficult it was ( and time consuming ) to get to the right department, the last wire transfer cleared and was not able to be blocked. \n\nI opened a new checking account with Citibank on Saturday, XX/XX/XXXX and transferred what was left from my savings into the new checking account so the hacked accounts would have a XXXX balance. I also went to the XXXX XXXX and had a complete factory reset done on my phone ( per XXXX XXXX recommendation ) in case the XXXX app installed a profile or something to continue tracking my activity on my phone. \nI reported this to the XXXX Police Department on XX/XX/XXXX, the FBI on XX/XX/XXXX and the Federal Trade Commission, the Federal Bureau of Investigation on XX/XX/XXXX and the Office of the Attorney General, IL. I also sent Citibank notarized Affidavits of Unauthorized Online Wire Transfers on XX/XX/XXXX per their request through a letter I received in the mail from Citibank. A separate affidavit was sent for each of the 3 wire transactions. I also sent Citibank a complete explanation of the XXXX transactions per their request over the phone when I requested my first appeal. \n\nCitibank response Citibank Response : XXXX XXXX- I reported this fraud scam to Citibank on XX/XX/XXXX. They told me to report to the Police and to the FBI. Those reports were to be used to help prove this was a criminal case of XXXX. Citibank told me the investigation would take 30 90 days and I should expect an agent to call me to gather more information before a decision would be made. I received a letter from Citibank dated XX/XX/XXXX denying my XXXX claims citing the activity appears to be consistent with your normal banking activities. I immediately called them and questioned how this activity was consistent with my banking activity when I never had a XXXX account before in my life ( since the scammer had to screenshare to help me set up the account ) and to ask if they even took the time to investigate what happened since a decision was made in only 5 days. The associate re-opened my case for an appeal and asked me to send in a written document of exactly what happened which will be attached to my appeal for reconsideration. I faxed that directly to the Retail XXXX Operations Department of Citibank and was told it may take up to 45 days to investigate. They received my inquiry on XX/XX/XXXX, and once again, 6 days later, sent me a letter dated XX/XX/XXXX saying after additional review of my case, we maintain our position to deny your claim. I called requesting a 3rd appeal which was once again denied in a letter dated XX/XX/XXXX. The letter states that You are entitled by law to obtain copies of the information used in our investigation. When I received the letter on XX/XX/XXXX, I called Citibank and requested this information which I assume will prove on their end that this was consistent with my normal banking activities and show my previous XXXX activity ( which there is none ). I have not received any letter from them yet with this information. \n\nCitibank Response Wire Transfers : I recently received a letter from Citibank dated XX/XX/XXXX stating they also denied the transactions for the total amount of {$50000.00} stating : We have completed our investigation of your fraud claim and the decision was based on : Claim was denied due to the fraud reported was caused by providing customer account information or authorization for the transactions that were determined to be a scam.","date_sent_to_company":"2023-02-20T21:57:02.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"60657","tags":"Older American","has_narrative":true,"complaint_id":"6594897","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-02-20T20:53:15.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I was getting a <em>security</em> message site unsafe. I was able to get on this site using my school XXXX laptop, so I used XXXX search to look up the number for XXXX Support/Help thinking something was wrong with my personal home laptop. XXXX XXXX <em>answered</em> the phone introducing himself as an XXXX agent and determined my laptop was hacked and they already were getting into my bank account."]},"sort":[10.824218,"6594897"]},{"_index":"complaint-public-v1","_id":"3598230","_score":10.675269,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX, I had my regular Social Security Insurance benefits deposited ( {$770.00} ) into my Direct Express card. At XXXX, MST, I withdrew {$200.00} from an ATM. I live in a certain western state and was traveling to another state later that night. When I arrived in the next state, I tried to withdraw another {$200.00} but the ATM said there was insufficient funds. Tried another ATM and got the same results. I then called the card and found out there were five unauthorized transactions on my card. Three of them had been done even before I took out the original {$200.00}. All five of them were done on XXXX XXXX, XXXX. I called Direct Express back and was put on hold for at least two hours before I finally hung up. Called back again at XXXX, now XXXX XXXX, XXXX. Was again on hold for one hour and 32 minutes, when XXXX finally came on the line. He tells me, \" don't worry about it sir ''. He transferred me to the Dispute Dept.,  was put on hold again, but XXXX (? ) got on the line in just a few minutes. He issued me a new card that I was told I would receive in five to ten calendar days. He went through the amounts charged on my card and to what vendors they were charged to. Of the five transactions, only one had posted, while the others were still pending. He gave me phone numbers and told me I had to call the companies and try to stop the transactions.which were pending. He said I could only file a dispute for the one that had posted. He also informed me that he would be mailing me dispute papers that I would receive in three to five business days. I had to send those papers back to them within ten business days of original date I notified Direct Express ( XXXX XXXX, XXXX ) of the fraudulent charges. He also gave me a dispute number and a fax number to send back the filled out dispute papers. I ended up forgetting all about the fax number when it came time to return the papers. I was also told that I was to call back in a few days to see if the other transactions had posted so I could file a dispute on them. \nHere are the transactions : 1. {$49.00} at XXXX. to XXXX XXXX. This was the one that had been posted. \n2. {$110.00} at XXXX. to XXXX 's XXXX. ( was later modified with a tip added ) 3. {$190.00} at XXXX. to XXXX 4. {$58.00} at XXXX. to XXXX XXXX XXXX ( again, was later modified with a tip added ) 5. {$29.00} at XXXX. to XXXX XXXX Numbers two through five were all still pending, so I began to call the phone numbers I was given. XXXX XXXX  and XXXX were the only two I could try and stop since there was no number to call for XXXX XXXX XXXX, but I did find the location and was attempting to call the location at a time they might be open for business later in the day. Was not successful getting ahold of them. I talked to XXXX and was successful in getting that transaction to not get posted. XXXX XXXX was a question mark. Not sure that one was going to not get posted. \nI was rather taken back by this whole approach to this process of having the card holder having to call these vendors to get them stopped. I assumed that was a process reserved for the card company. I was certain that I had caught all these charges quickly enough that Direct Express could have caught the thieves red-handed. Apparently not a capability of this company. XXXX was more likely to nab the thief because they were not going to suspect that the sale had been detected and hence thwarted. Plus, they had an address for the delivery, however I was not informed what happened after I contacted them, even though I let them know that I would be willing to testify in any court case. \nOn XXXX XXXX, XXXX, ( XXXX. ) tried to call Direct Express to find out about the other amounts to see if they had posted so I could dispute them but was unable to talk to anyone due to them cancelling my card and I had yet to receive my new one. A recorded message said my new card was sent on XXXX, XXXX and I would receive it in five to ten calendar days. So again, there is a problem with their process. How can I call them in a couple of days to dispute the other amounts if I have no new card yet and their computer system won't let me past the recording? \nFinally, 18 calendar days later, I received my new card on XXXX XXXX. Prior to that, I did receive the dispute papers on XXXX XXXX. That was six business days, not the three to five I was told it would take. So now I'm worried that they won't get back to Direct Express in the ten business days from the original date of my dispute. By this time, I had forgotten I was given a fax number to send them back by. I made copies of these forms, but currently can not find them. Due to the Coronavirus, my wife and I are doing some much needed house projects and things are everywhere right now. I am not too worried about them because later on, while talking to a supervisor, she verified those papers with the other amounts on them. More about that later. Anyways, I filled out the papers and on the form, I was asked if there were anymore amounts that I needed to dispute, so I filled in the other four amounts. At the time, I was unaware that the two XXXX XXXX XXXX charges had been posted at a higher amount due to a tip being included. I could not have known that because I still had no new card and couldn't get through to Direct Express. The very next day, I went to the post office and paid an extra XXXX dollars to have the forms sent back within three days so as to make sure I made the deadline. \nXX/XX/XXXX, the day after I received my new card, I called to find out where my claim stood and spoke with XXXX (? ). Can hardly understand anyone who answers the phone, much less their names. Found out for sure that the XXXX transaction had been refunded to my account, so I immediately took out all I could at an ATM just in case my new account got hacked into. This is when I found out that the XXXX XXXX  XXXX transactions had posted for more. I was rather irritated that these were still processed despite my notifying Direct Express the very day they happened, not to mention they were posted at a higher amount than originally appeared. Was told that was their policy. XXXX passed me on to the dispute dept again. Before she did that, she asked me for my email address and my ATM transactions to verify it was me. I asked that my wife be the one to speak with anyone because she had all the details and handles this stuff better. XXXX gave permission to my wife but put me on hold for 17 minutes. XXXX XXXX (? ) asked for my social security number, full name, date of birth, address, and phone number. She said my address was not listed as being tied to this account. Neither one of my email addresses came up tied to the account either. Somehow, my new account got hacked into while I was on hold, and my address was changed to somewhere in the southeastern United States. So without being able to verify my address as being tied to my SS # or my name, I could do nothing, so I ended the call. \nTried calling back at XXXX. and was told wait time was 30+ minutes. Ended call. Called back at XXXX. and was hung up on. Called back at XXXX. The wait time was now 45+ minutes. Finally gave up until XXXX, hoping at this time I could get somewhere without having to wait forever. This was on XXXX XXXX, XXXX. And thankfully, XXXX answered right away. At this point, I'm a bit frantic because they can't verify my identity and I barely used my new card and it has been hijacked again. XXXX sent a verification code via text message and we got that all cleared up. Nothing had been done to my new card, but there were several attempts to use my old card to places like XXXX XXXX, XXXX XXXX and XXXX XXXX. From there, I was transferred to the fraud dept. and was on hold for about 15 minutes before XXXX answered. I asked him if the other three remaining transactions were included in the dispute yet and was told they were not. XXXX said \" a provisional credit could show up at any time ''. Also told me my '' dispute papers were received on XXXX XXXX and that they were being reviewed now and seeing if they will issue provisional credit ''. Told me about the different equipment used to steal card numbers and information. Told me it was good that I did not use my card for online purchases. He then said to call back on XXXX ( this was XXXX  now ) to see what updates there are from the investigators. ****When I asked him if I was going to have to send in more paperwork for the other amounts, he told me he would transfer me to the Dispute Dept to tell the investigators and they will add these amounts to the dispute. He then gave me confusing and conflicting information when I told him I had already told the investigators those amounts. XXXX decided I did not need to be transferred to the Dispute Dept. after all. He asked me if there have been any more transactions since we reported them on the XXXX of XXXX. I said no. He told me \" the investigators will see the other transactions and that they will add those to the investigation. '' Told me that \" dates were not that important, that they were just guidelines. They don't go by their own rules and it could go however it works out. The investigators will figure it out. '' Also added that \" there is no date or specific time I will get a provisional credit, but to keep calling and checking back on the account. \" **** I was more confused after talking to XXXX so later on in the day ( XXXX XXXX. ) I tried calling Direct Express again but could not get through. \nNext call was on XXXX XXXX at XXXX. XXXX XXXX (? ) and immediately asked to speak with a supervisor. He tried to ask me what the problem was but I just insisted on a supervisor. By this time I had done some major research on my rights and found the Electronic Fund Transfers Act and so I knew that there were timelines in which I was to be credited provisional amounts during a dispute, along with a plethora of other information on my rights as a card holder. None of which I was being granted by Direct Express. Anyways, a Level Two Supervisor got on the phone after waiting 15 minutes. He wanted to verify my account so asked me some security questions. The second question he asked me was what the color was of the XXXX XXXX I had. And I asked \" which one? '' because my wife still has her old XXXX on the property and she drives another one. He would not give me a year on the vehicle so I had to guess. Then the next question I misunderstood him and so answered somewhat incorrectly so he said he would not verify me. Ended up wasting 30 minutes of time for nothing. \nCalled back at XXXX. and got someone who had very poor English and could not understand a word he said so I just hung up. Called again at XXXX. and had the same thing happen. Called once more at XXXX. and again asked for a supervisor but was on hold for about 17 minutes and no one had answered so I just gave up for the day. This is how it is constantly when I call them. Wait times are anywhere from no time to over two hours. Doesn't matter what time I call and I have tried every time of day. Or I finally get through only to not be able to understand a word the person says because his/her English is so poor. Many times I will be on hold and get hung up on. Too many times to count this has happened. \nThe next time I called, the call lasted two hours and one second shy of seven minutes. XXXX XXXX (? ) and again asked to be given straight to a supervisor. On hold forever and talked to someone who did not say their name very well. I asked if I could let my wife talk for me and they said yes. First, they asked me for the dispute #, but I never got one on any of the correspondence they sent me. My wife talks to the guy and he found the amounts we have been inquiring about for the last month and a half. He puts her on hold so he could look for any updated info on the three amounts. He found nothing but says he will note it on the dispute for the investigators. My wife got mad and demanded something be done so he put her on hold again for about 45 minutes. That is when XXXX in the Dispute Dept. got on the phone. She asked if I wanted to file a new dispute, and explained that was all she could do at this end. She said that if I filed a new dispute that I would be starting over from scratch. I said I did not want to do that so she said I was in the wrong dept. She only has record of the one dispute for {$49.00}. She wants to transfer me to customer service again. She says I have to tell customer service to tell the investigators that we included the other transactions on our paperwork. ****Celeste said that \" when we filed our paperwork we put down the other amounts so they were informed that way. They should have been added to the dispute. The dispute is still pending, so they ( customer service ) need to tell investigators to add the other three amounts. \" ****Again transferred and put on hold for 18 minutes, then XXXX answered phone. Again asked for supervisor and again put on hold. XXXX XXXX or XXXX. Claimed she was the top supervisor. Gave permission for my wife to talk to her. She asked for the three amounts ... again we go through this with yet another person. She wants to file a separate dispute. My wife so no way are we doing that because we have already filed a dispute on those amounts. We already filed that paperwork and those amounts were on that paperwork my wife told her. She puts my wife on hold to look for that and gets back on phone and surprisingly finds those amounts on the papers we filed back in XXXX. She says she is writing down the other three amounts for the investigators to add to the other dispute. Then my wife starts demanding that we get our provisional credit and that we should get it today. This lady tells her that she can not provide the provisional credit immediately. Says that it is not 100 % guaranteed. My wife disagreed with her. \nThe next time we called was on XXXX XXXX at XXXX. and was again on hold forever and hung up before ever speaking to anyone. We have tried several times since then and each time the wait times are 45+ minutes or we get through then get hung up on. I have been recently dealing with setbacks with my XXXX and have been focused more on those issues than I have been on this issue. However, I am now doing well enough and with the lockdown I finally have had the time to sit down and write this lengthy complaint. The last time I spoke to a real person at Direct Express was on XXXX XXXX and it was that supervisor who claimed to have taken care of the remaining transactions to be added to our dispute. She said it would be taken care of, yet we have not heard anything from them. There has never been any provisional credits done for these amounts either and I do believe I have interpreted the Electronic Fund Transfer Act correctly and therefore believe that Direct Express has violated my rights according to this law. If they want to try and tell me that I am past the deadline for these amounts I will say that they can go back to the very day these occurred and see that we informed them immediately and also filed all paperwork correctly regarding these amounts. This money is very much needed, especially now during this virus crisis. I would like to see my account credited for these unauthorized charges and I would like to see this done soon. Now that I have all this extra time, it will be amazing what I can do to get some attention to what I have had to go through with this company. It is a shame that the government has picked such a poor customer service oriented company to supply money to those of us unable to make an income due to health issues. \nThe finalized amounts in question are as follows : 1. {$130.00} to XXXX 's XXXX 2. {$83.00} to XXXXXXXX XXXX XXXX 3. {$29.00} to XXXX XXXX   Grand Total of {$240.00} I did have the original amount of {$49.00} credited back to my account and the case on it was closed. A letter sent to me on XX/XX/XXXX informed me of such. Also of note, when you call to follow up on a dispute, the phone system asks for a SR #. If you can not provide an SR #, you can not access that pathway when calling. On none of the correspondence from Direct Express was there an SR #. The dispute # does not work in its place either. I believe they are just trying to wear down people and make things extremely difficult so people will just give up. That is what has felt like to me this entire time. A lot of misinformation, running around, endless hold times ... these things are meant to irritate people.","date_sent_to_company":"2020-04-08T20:50:22.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"82604","tags":null,"has_narrative":true,"complaint_id":"3598230","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Comerica","date_received":"2020-04-08T20:08:57.000Z","state":"WY","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["He wanted to verify my account so asked me some <em>security</em> <em>questions</em>. The second <em>question</em> he asked me was what the color was of the XXXX XXXX I had. And I asked \" which one? '' because my wife still has her old XXXX on the property and she drives another one. He would not give me a year on the vehicle so I had to guess. Then the next <em>question</em> I misunderstood him and so <em>answered</em> somewhat incorrectly so he said he would not verify me. Ended up wasting 30 minutes of time for nothing."]},"sort":[10.675269,"3598230"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":46,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":46}]}},"product":{"doc_count":46,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Money transfer, virtual currency, or money service","doc_count":11,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Virtual currency","doc_count":5},{"key":"Mobile or digital wallet","doc_count":3},{"key":"Domestic (US) money transfer","doc_count":2},{"key":"International money transfer","doc_count":1}]}},{"key":"Checking or savings account","doc_count":10,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":8},{"key":"CD (Certificate of Deposit)","doc_count":1},{"key":"Savings 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