{"took":142,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":3610,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5726632","_score":16.306705,"_source":{"product":"Checking or savings account","complaint_what_happened":"I recently opened up a checking account with Discover Bank. I deposited money in there for use during my XXXX XXXX  for work ( XXXX XXXX ). Two days ago, Discover froze my account without warning and without any information given. When I call Customer Service to get information- I am told that only the Security Team can provide me information. When I call the Security Team - I sit on hold for hours. The system cuts the call off at exactly 3 hours and 2 minutes every time. I have spent a total of 18 hours on hold trying to get ahold of the Security Team so that I can get my account unfrozen, withdraw my funds, and close the account and take my business elsewhere. Eighteen hours on hold! Two days without ability to access my money. No information given for the why the account is frozen. They are literally holding my money hostage. According to their social media accounts, this is happening to numerous customers - everyone with the same description : frozen account without warning, no information given, told to call Security Team, on hold for hours no matter time of day, call ends at exactly 3 hours and 2 minutes, and multiple days of trying to reach someone without success.","date_sent_to_company":"2022-07-02T05:57:04.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"337XX","tags":null,"has_narrative":true,"complaint_id":"5726632","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2022-07-02T01:47:35.000Z","state":"FL","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I deposited money in there for use during my <em>XXXX</em> <em>XXXX</em>  for work ( <em>XXXX</em> <em>XXXX</em> ). Two days ago, Discover froze my account without warning and without any <em>information</em> given. When I <em>call</em> Customer Service to get <em>information</em>- I am told that only the <em>Security</em> Team can provide me <em>information</em>. When I <em>call</em> the <em>Security</em> Team - I sit on <em>hold</em> for hours. The system cuts the <em>call</em> off at exactly 3 hours and 2 minutes every time."]},"sort":[16.306705,"5726632"]},{"_index":"complaint-public-v1","_id":"7080069","_score":15.742038,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"My account with XXXX Mastercard was frozen due to a security concern. I made the following attempts to call the company to work to get the account fixed : XX/XX/23 XXXXXXXX XXXX EDT - I called and reached a customer service rep. They connected me to security, where I waited on hold for 30 minutes with no answer. \n\nXXXX XXXX XXXX EDT - I called and reached a customer service rep. They connected me to security, where I waited on hold for 30 minutes with no answer. \n\nXX/XX/23 XXXXXXXX XXXX EDT - I called and reached a customer service rep. After 35 minutes, they were able to get a security rep on the call. The security rep got some information from me ( I confirmed the activity they thought was suspicious ) and then she put me on hold. She then hung up. The security rep 's name was XXXX \n\nI am unable to use my card, and I am unable to pay my statement balance on this card. I have automatic monthly transactions that were declined. I also need to pay my balance so that I don't have interest or late payment reported. \n\nI have overall spent nearly 3 hours of my own time trying to contact somebody to fix this issue, and in the end I was hung up on.","date_sent_to_company":"2023-06-06T16:53:13.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7080069","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-06-06T16:39:57.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["My account with <em>XXXX</em> Mastercard was frozen due to a <em>security</em> concern. I made the following attempts to <em>call</em> the company to work to get the account fixed : <em>XX/XX</em>/23 XXXXXXXX <em>XXXX</em> EDT - I <em>called</em> and reached a customer service rep. They connected me to <em>security</em>, where I waited on <em>hold</em> for 30 minutes with no answer. \n\n<em>XXXX</em> <em>XXXX</em> <em>XXXX</em> EDT - I <em>called</em> and reached a customer service rep. They connected me to <em>security</em>, where I waited on <em>hold</em> for 30 minutes with no answer."]},"sort":[15.742038,"7080069"]},{"_index":"complaint-public-v1","_id":"1472034","_score":15.352275,"_source":{"product":"Credit card","complaint_what_happened":"On Thursday, XXXX XXXX, I received a call that my credit card XXXX Barclay 's XXXX XXXX XXXX had been flagged for fraudulent information. It was an automated phone call from XXXX. I verified all information and was told at the end of the call that the security hold had been removed as I had properly verified all information. Following that call, the hold remained in place. It was not removed as indicated. Subsequent calls to XXXX have not resulted in an answer, and I was XXXX from critical business spending during at least XXXX business day without explanation.","date_sent_to_company":"2015-07-22T15:10:52.000Z","issue":"Identity theft / Fraud / Embezzlement","sub_product":null,"zip_code":"94303","tags":null,"has_narrative":true,"complaint_id":"1472034","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2015-07-16T16:59:11.000Z","state":"CA","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["On Thursday, <em>XXXX</em> <em>XXXX</em>, I received a <em>call</em> that my credit card <em>XXXX</em> Barclay 's <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> had been flagged for fraudulent <em>information</em>. It was an automated phone <em>call</em> from <em>XXXX</em>. I verified all <em>information</em> and was told at the end of the <em>call</em> that the <em>security</em> <em>hold</em> had been removed as I had properly verified all <em>information</em>. Following that <em>call</em>, the <em>hold</em> remained in place. It was not removed as indicated."]},"sort":[15.352275,"1472034"]},{"_index":"complaint-public-v1","_id":"2916277","_score":15.319063,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I opened a Citibank XXXX XXXX advantage card on or about XX/XX/XXXX with a credit limit of XXXX. After the card was issued, I was notified by mail to verify my social security card. At the time I made copy of the social security card and mailed it to Citibank. On XX/XX/XXXX I called to request an update on the credit card. On the call I was notified that I did not send the second page of the social security card request form, of which no second page existed. I called again on XX/XX/XXXX at this call I was asked to provide my checking account information to confirm my identity, I refused to provide my banking information. I was told that I would be receiving a another letter requesting some other information to verify my identity. At this point I am frustrated with Citibank. There has been a hold on the card preventing me from using the card since opening the account. I am requesting CFPB to request Citibank for the reason for this delay in releasing the hold place on this account.","date_sent_to_company":"2018-05-24T06:47:20.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"027XX","tags":null,"has_narrative":true,"complaint_id":"2916277","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-05-24T02:22:06.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I opened a Citibank <em>XXXX</em> <em>XXXX</em> advantage card on or about XX/XX/<em>XXXX</em> with a credit limit of <em>XXXX</em>. After the card was issued, I was notified by mail to verify my social <em>security</em> card. At the time I made copy of the social <em>security</em> card and mailed it to Citibank. On XX/XX/<em>XXXX</em> I <em>called</em> to request an update on the credit card. On the <em>call</em> I was notified that I did not send the second page of the social <em>security</em> card request form, of which no second page existed."]},"sort":[15.319063,"2916277"]},{"_index":"complaint-public-v1","_id":"2874298","_score":15.26748,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have repeatedly attempted to cancel my membership for days, and the cancellation process is virtually impossible. Their website states all cancellations must be made by phone. No emails : XXXX XXXX XXXX CANCEL MEMBERSHIP If you would like to cancel your membership, for your security, please call our toll-free number at XXXX. \n\nCall this number and you are prompted to enter all your very personal information i.e. full social security number and date of birth, then placed on an infinite hold. I have mobile phone screen shots to confirm the number of hold hours. Regardless of which department you request, you are placed on a indefinite period of hold, and forced to listen to their subliminal messages and song playbacks.","date_sent_to_company":"2018-04-12T16:48:37.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"21403","tags":null,"has_narrative":true,"complaint_id":"2874298","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-04-12T16:12:42.000Z","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 canceling credit monitoring or identify theft protection service"},"highlight":{"complaint_what_happened":["No emails : <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> CANCEL MEMBERSHIP If you would like to cancel your membership, for your <em>security</em>, please <em>call</em> our toll-free number at <em>XXXX</em>. \n\n<em>Call</em> this number and you are prompted to enter all your very personal <em>information</em> i.e. full social <em>security</em> number and date of birth, then placed on an infinite <em>hold</em>. I have mobile phone screen shots to confirm the number of <em>hold</em> hours."],"company":["Experian <em>Information</em> Solutions Inc."]},"sort":[15.26748,"2874298"]},{"_index":"complaint-public-v1","_id":"3572023","_score":15.19076,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"tried to dispute inaccurate information a couple of weeks ago. I have previously disputed it several times over last ten years and can't get it corrected. Tried to use the Equifax website to dispute again and was told had to call. Call menu required them to send me a code by mail. Got the code. \n\nTried to dispute with the code, XX/XX/2020 and was told had to call XXXX. Called got through security questions and was put on hold. on hold ... on hold on hold, Didn't feel like staying to midnight just to get hung up on, so filed this complaint when call timer on cell phone went over 60 minutes.","date_sent_to_company":"2020-03-19T06:11:33.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"722XX","tags":null,"has_narrative":true,"complaint_id":"3572023","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-03-19T01:44:38.000Z","state":"AR","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["<em>Called</em> got through <em>security</em> questions and was put on <em>hold</em>. on <em>hold</em> ... on <em>hold</em> on <em>hold</em>, Didn't feel like staying to midnight just to get hung up on, so filed this complaint when <em>call</em> timer on cell phone went over 60 minutes."],"issue":["Incorrect <em>information</em> on your report"],"sub_issue":["<em>Information</em> belongs to someone else"]},"sort":[15.19076,"3572023"]},{"_index":"complaint-public-v1","_id":"3357892","_score":15.112739,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I was sent a letter stating my account had been closed due to return checks. I was told when I called your customer service department in mid-XX/XX/XXXX that my account was under a security alert as someone had compromised my account and they had placed a security hold on my account. Once I found this information out I stopped the checks as I thought my account had been compromised. I later get a letter stating my account was closed due to the checks being stopped yet I never got a letter, call or email as to why my account had a security hold and the explanation of such. I took action as anyone who thinks there account has been compromised. I always have made my payments on time. Even now I have made each payment requested. I want my account re-opened as I was never informed or given an explanation as to why my account had a security hold and what a security hold was. I simply took it as someone had compromised my account and acted accordingly. Please review this letter and statement so as to re-open my account.","date_sent_to_company":"2019-08-29T19:06:08.000Z","issue":"Closing your account","sub_product":"Store credit card","zip_code":"10019","tags":null,"has_narrative":true,"complaint_id":"3357892","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2019-08-29T19:02:10.000Z","state":"NY","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I was told when I <em>called</em> your customer service department in mid-XX/XX/<em>XXXX</em> that my account was under a <em>security</em> alert as someone had compromised my account and they had placed a <em>security</em> <em>hold</em> on my account. Once I found this <em>information</em> out I stopped the checks as I thought my account had been compromised."]},"sort":[15.112739,"3357892"]},{"_index":"complaint-public-v1","_id":"4978379","_score":15.088881,"_source":{"product":"Checking or savings account","complaint_what_happened":"Charles Schwab has put a hold on my checking account since mid XXXX. I've called 5 times and they just say the account is on hold for security reasons with no other information. I've verified all the information they've asked. I just want my money.","date_sent_to_company":"2021-12-06T16:15:34.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"89509","tags":null,"has_narrative":true,"complaint_id":"4978379","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CHARLES SCHWAB CORPORATION, THE","date_received":"2021-12-06T16:04:32.000Z","state":"NV","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Charles Schwab has put a <em>hold</em> on my checking account since mid <em>XXXX</em>. I've <em>called</em> 5 times and they just say the account is on <em>hold</em> for <em>security</em> reasons with no other <em>information</em>. I've verified all the <em>information</em> they've asked. I just want my money."]},"sort":[15.088881,"4978379"]},{"_index":"complaint-public-v1","_id":"15791411","_score":14.951469,"_source":{"product":"Checking or savings account","complaint_what_happened":"My complaint is about the people answering the calls and taking the personal information from us. I was placed on hold after being drilled for all my personal information such as full social security number and blood type. She was so rude but I've yet to speak to a nice kind polite female yet. It's ALWAYS a problem when calling XXXX XXXX card service 's and it's like we can not do a darn thing about it but this is why I'm reaching out to complain about my call on the XXXX if XX/XX/year> I called @ XXXX but was on hold until XXXX then after the rude female drilled me for all my personal information she placed me on hold were I stayed on hold for an hour and 33 minutes yet but the grace of XXXX is was still able to maintain a civil conversation","date_sent_to_company":"2025-09-08T23:45:13.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Other banking product or service","zip_code":"731XX","tags":null,"has_narrative":true,"complaint_id":"15791411","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2025-09-08T23:14:22.000Z","state":"OK","company_public_response":null,"sub_issue":"Money was taken from your account on the wrong day or for the wrong amount"},"highlight":{"complaint_what_happened":["My complaint is about the people answering the <em>calls</em> and taking the personal <em>information</em> from us. I was placed on <em>hold</em> after being drilled for all my personal <em>information</em> such as full social <em>security</em> number and blood type. She was so rude but I've yet to speak to a nice kind polite female yet."]},"sort":[14.951469,"15791411"]},{"_index":"complaint-public-v1","_id":"6959168","_score":14.946139,"_source":{"product":"Checking or savings account","complaint_what_happened":"Husband passed away XX/XX/XXXX. Received social security check for XXXX in XXXX. Bank placed hold on check. Was informed by social security that this check would not have to be returned as it was for XXXX. Bank would not release hold. On XX/XX/XXXX they informed me they were going to return the check because it was payment for XXXX. I asked them to verify their information and call me back. They did not. Today XX/XX/XXXX, they returned the check to social security. This is a hardship as it will take me at least XXXX  months to reclaim this check. They also sent through XXXX transactions instead of XXXX to return this check leaving me overdrawn.","date_sent_to_company":"2023-05-10T23:42:15.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"44087","tags":null,"has_narrative":true,"complaint_id":"6959168","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2023-05-10T23:26:28.000Z","state":"OH","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Husband passed away XX/XX/<em>XXXX</em>. Received social <em>security</em> check for <em>XXXX</em> in <em>XXXX</em>. Bank placed <em>hold</em> on check. Was informed by social <em>security</em> that this check would not have to be returned as it was for <em>XXXX</em>. Bank would not release <em>hold</em>. On XX/XX/<em>XXXX</em> they informed me they were going to return the check because it was payment for <em>XXXX</em>. I asked them to verify their <em>information</em> and <em>call</em> me back. They did not. Today XX/XX/<em>XXXX</em>, they returned the check to social <em>security</em>."]},"sort":[14.946139,"6959168"]},{"_index":"complaint-public-v1","_id":"5696633","_score":14.920169,"_source":{"product":"Checking or savings account","complaint_what_happened":"I received an alert from XXXX on XXXXthat an account was opened at Wells Fargo Bank on XX/XX/22 using my social security number. I called Wells Fargo and they placed a hold on the account. They told me they would send me a letter in 45 days and will not disclose further information. I demanded to be sent to their identity fraud department. After waiting on hold, I was connected to a representative who pretended she could not hear me and hung up. I called again and was on hold for 23 minutes, then disconnected.","date_sent_to_company":"2022-06-22T15:18:20.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"67203","tags":null,"has_narrative":true,"complaint_id":"5696633","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-06-22T15:05:48.000Z","state":"KS","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened as a result of fraud"},"highlight":{"complaint_what_happened":["I received an alert from <em>XXXX</em> on XXXXthat an account was opened at Wells Fargo Bank on <em>XX/XX</em>/22 using my social <em>security</em> number. I <em>called</em> Wells Fargo and they placed a <em>hold</em> on the account. They told me they would send me a letter in 45 days and will not disclose further <em>information</em>. I demanded to be sent to their identity fraud department. After waiting on <em>hold</em>, I was connected to a representative who pretended she could not hear me and hung up."]},"sort":[14.920169,"5696633"]},{"_index":"complaint-public-v1","_id":"3673068","_score":14.913247,"_source":{"product":"Checking or savings account","complaint_what_happened":"My husband passed away on XX/XX/2020. His Social Security check of {$1300.00} was deposited on XX/XX/2020. On or about XX/XX/2020 - XX/XX/2020, Chase bank withdrew these funds, deposited them back, withdrew them again, and then deposited them back again, and then put a hold on the money. I called the bank to see if there was fraud on the account as this activity was unusual. I was told that there was a hold on the money because Social Security may take the money back. They informed me they can and will hold the funds for up to 180 days!!\n\nOver the course of the last 6 weeks, I have spent over 5 hours on the phone on hold  and talking to Social Security and Chase Bank. Social Security consistently tells me the money paid for Social Security is always paid arrears. They explained they will not be taking back his XXXX check because it is for XXXX, and he was very much alive in XXXX. Chase is asking for a letter on Social Security letterhead with personal information specific to my husband. Social Security has told me on 5 different occasions that they do not send banking institutions personal information by mail or email, and that Chase Bank should know the fundamental laws of how Social Security is paid. They told me it is stated in \" The XXXX XXXX '' with every bank has a copy of. Furthermore, Chase Bank is the only bank doing this in an effort to hold people 's money to collect interest. I even provided Chase with a PDF copy of a booklet published from Social Security that that stated how Social Security is paid out, and when a payment needs to be returned. ( I have attached this booklet and the exact pages here ) Yesterday, XX/XX/XXXX after the complaint being escalated to the \" Executive Complaint '' department, I was told I needed Social Security to fill out form SSA 1724 and it needed to be emailed to their department. I was told if Social Security did that, Chase back office would take to hold off the check. After another hour on hold with Social Security, again I was told Social Security does not email anyone, and furthermore that form SSA 1724 is essentially a blank form for them. They were not going to send this to Chase for any reason. \nToday, XX/XX/XXXX, XXXX at Chase Executive office called me and again told me that their decision was to not release the check. I asked why this decision, she had no answer. I asked for the check to be sent back to Social Security. If they were so afraid of Social Security taking the check back why not just send it back to them, rather than sitting in limbo. XXXX told me to have a nice day and hung upon me. \nSo here I am, no help from Social Security except to say the money is mine and Chase Bank is playing games, and they can't help me. Plus I gotten absolutely no help from Chase and a bunch of lies. At this point I am not even sure they will ever release the {$1300.00} that is owed to me. \nI am asking for your help in getting Chase Bank to immediately release the hold on the {$1300.00} social security check due my husband that was paid XX/XX/2020 for the money that was owed for XX/XX/2020. \n\nThank you","date_sent_to_company":"2020-06-01T18:13:14.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"91773","tags":null,"has_narrative":true,"complaint_id":"3673068","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-05-28T21:26:03.000Z","state":"CA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["My husband passed away on <em>XX/XX</em>/2020. His Social <em>Security</em> check of {$1300.00} was deposited on <em>XX/XX</em>/2020. On or about <em>XX/XX</em>/2020 - <em>XX/XX</em>/2020, Chase bank withdrew these funds, deposited them back, withdrew them again, and then deposited them back again, and then put a <em>hold</em> on the money. I <em>called</em> the bank to see if there was fraud on the account as this activity was unusual. I was told that there was a <em>hold</em> on the money because Social <em>Security</em> may take the money back."]},"sort":[14.913247,"3673068"]},{"_index":"complaint-public-v1","_id":"5750320","_score":14.909546,"_source":{"product":"Checking or savings account","complaint_what_happened":"I tried to access my online savings/checking/HELOC account over the weekend of XXXX. I got an error message saying I needed to call. I called and there was a message saying they were doing website maintenance so I assumed that was the problem. I waited until XXXX. Still locked out. Called told there was a security lock on my account due to someone trying to access my information by phone fraudulently. I would need to visit a branch to rectify. I went to branch and was photo ID 'd and they established a code word I would need whenever I called about my account as an extra layer of security. However they said they were unable to remove the block I would have to speak to the security team via phone. I went home to call the security team. They are only available XXXX on weekdays and hold times are over 1 hour. I have a job and was unable to call from work. I finally took off Friday afternoon XXXX ( unpaid ) to try to call. I was on hold for 2 hours and 4 minutes. They were able to unblock my account. It is completely unacceptable that they were able to block my account for a week and I had to take off of work to be on hold for more than 2 hours. This was no fault of my own and it needs to be easier for customers to get through to access their own money. It was bad enough having to go to a branch in person -- but they were unable to completely resolve the issue. I also had no official notification that my account was blocked by email or in writing, I had to find out on my own.","date_sent_to_company":"2022-07-08T22:01:36.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"210XX","tags":null,"has_narrative":true,"complaint_id":"5750320","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2022-07-08T21:46:26.000Z","state":"MD","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I went to branch and was photo ID 'd and they established a code word I would need whenever I <em>called</em> about my account as an extra layer of <em>security</em>. However they said they were unable to remove the block I would have to speak to the <em>security</em> team via phone. I went home to <em>call</em> the <em>security</em> team. They are only available <em>XXXX</em> on weekdays and <em>hold</em> times are over 1 hour. I have a job and was unable to <em>call</em> from work. I finally took off Friday afternoon <em>XXXX</em> ( unpaid ) to try to <em>call</em>."]},"sort":[14.909546,"5750320"]},{"_index":"complaint-public-v1","_id":"4154632","_score":14.782962,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This a for a Mastercard issued by Banco Popular de Puerto Rico. When I make a payment on my card the company puts a security hold on my payment for XXXX to XXXX business days before they post the payment to my account. On XXXX XXXX they also put a security hold on my account due to what they say is suspicious activity, my bank returned a payment, and rejected all charges to my account thereafter until I called on XXXX XXXX to see what was happening even though I had fixed the problem with my bank and had made another payment to the card that processed correctly on XXXX XXXX. On XX/XX/XXXX I had to call them to get the security hold removed. I have had nothing but problems with this credit card company. The terms of agreement does not contain payment information that relates to holds on payments for security purposes. This caused at least one of my utility payments that was on autopayment for XXXX dolllars and some change to this card to be returned and the credit company refused to fix this costing me extra money and time spent working with my utility company. \n\nMy biggest issue is I have ask the company for a customer complaint form and they have advised me they do not have a way for a customer to file a complaint but the customer representative will submit the compliant for me. I have ask them to submit a complaint but I do not received any feedback about the compliant.","date_sent_to_company":"2021-02-20T14:48:15.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"184XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4154632","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANCO POPULAR DE PUERTO RICO","date_received":"2021-02-20T13:58:20.000Z","state":"PA","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["On <em>XXXX</em> <em>XXXX</em> they also put a <em>security</em> <em>hold</em> on my account due to what they say is suspicious activity, my bank returned a payment, and rejected all charges to my account thereafter until I <em>called</em> on <em>XXXX</em> <em>XXXX</em> to see what was happening even though I had fixed the problem with my bank and had made another payment to the card that processed correctly on <em>XXXX</em> <em>XXXX</em>. On XX/XX/<em>XXXX</em> I had to <em>call</em> them to get the <em>security</em> <em>hold</em> removed. I have had nothing but problems with this credit card company."]},"sort":[14.782962,"4154632"]},{"_index":"complaint-public-v1","_id":"6805551","_score":14.76571,"_source":{"product":"Checking or savings account","complaint_what_happened":"Yesterday I got a call from the help desk at Chime ( XXXX ) XXXX stated that I had fraudulent activity on my account and my account was needed to be put on a hold. They requested I sent {$520.00} to XXXX in order for my money to be moved over to my savings and held on a hold until the activity has been resolved. Unfortunately when I called the number back an hour later I was greeted by another Chime employee that told me it was scam and I was not going to be able to get my money back. This is very disappointing as I got called from Chime Financials number and there is no information until it happens to you that Chime will not call first. They need to get their security up and inform their customers about what can happen, this isnt right- I should not be getting called from the exact same number and not compensated for their lack of security.","date_sent_to_company":"2023-04-06T13:05:58.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"22407","tags":null,"has_narrative":true,"complaint_id":"6805551","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-04-06T12:58:39.000Z","state":"VA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["This is very disappointing as I got <em>called</em> from Chime Financials number and there is no <em>information</em> until it happens to you that Chime will not <em>call</em> first. They need to get their <em>security</em> up and inform their customers about what can happen, this isnt right- I should not be getting <em>called</em> from the exact same number and not compensated for their lack of <em>security</em>."]},"sort":[14.76571,"6805551"]},{"_index":"complaint-public-v1","_id":"2940777","_score":14.582725,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"About a month ago, I opened a credit card account with HSBC - it is a XXXX, cash rewards card. Then, a week ago, this card was declined at XXXX XXXX store. I have excellent credit score and have never had something like that happen without any communication from the bank. \nI tried calling the customer service number : multiple times I was placed on hold for \" security department '' for over one hour and the call never got answered. Last week, I have called daily - same situation, call is picked up by someone who \" doesn't have access to the account '' that tells me that account is blocked but not able to see why, and informs me they are going to transfer me to \" security department '' - again after being on hold for over an hour the call does not get answered. \nOn friday XX/XX/18, after spending 2 hours on hold, I looked up the local branch address and drove there while I was still on hold. There was one desk and one person there who informed me they do not deal with personal accounts, only with corporate ones and I need to call customer service. After multiple hours on the phone and demanding to be connected to someone who can explain the reason for the block, I spoke with XXXX in security department who was helpful in sending me an email with request of information need to confirm my identity. I emailed requested information back yesterday monday XX/XX/18. Again, no call back or any communication from HSBC. \nToday, my wife set her alarm for 30 minutes early to call early in the morning ( XXXX our local time ) because that is when I was told wait times are short. After being on hold for almost 90 minutes, XXXX from security department picked up the phone and said that they requested information from me but she can not tell her why the card is blocked until they received information. My wife told her that information was emailed yesterday, after that XXXX put her on hold and then came back to say that it was unacceptable because on the paystub copy ( for address verification ) I have blurred out my amounts and salary. My wife proceeded to say that we felt uncomfortable sharing any more financial information after not knowing why our card was blocked and already sharing SS number. XXXX said she can not help then. My wife asked if she can close the credit card account then, XXXX replied that \" no, and it is not even your card ''. My wife said that she will get me on the line to speak directly with me to which XXXX replied - \" Thank you for alling HSBC, good bye '' and hung up the phone. That is after being on hold for 90 minutes .... for multiple times. \nAnd the scary part is, when I log in online, I am not able to make any payments on the card and it does not show minimum payment due and total payment due. I am worried that I will end up with late fees and interest rate. This is not how I handle my financial life. Myself and my wife have excellent credit score ( about 850 ), we pay off all credit card balance by the end of each month and have never ever come across such unacceptable customer service and security concern. I could have been traveling with this card and been stranded ... When I asked if someone could actually call ME back o explain and review the account, I was informed that they are \" not able to call out ''. \nI am at a loss of how to get this resolved after today 's hang-up. My trust has been violated and I WILL be closing this card as soon as I find out how. \nI would appreciate this company 's unethical practices being examined. And really, I just want to be sure in my financial security. \nThank you","date_sent_to_company":"2018-06-20T06:54:42.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"80004","tags":null,"has_narrative":true,"complaint_id":"2940777","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2018-06-20T02:14:49.000Z","state":"CO","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["Again, no <em>call</em> back or any communication from HSBC. \nToday, my wife set her alarm for 30 minutes early to <em>call</em> early in the morning ( <em>XXXX</em> our local time ) because that is when I was told wait times are short. After being on <em>hold</em> for almost 90 minutes, <em>XXXX</em> from <em>security</em> department picked up the phone and said that they requested <em>information</em> from me but she can not tell her why the card is blocked until they received <em>information</em>."]},"sort":[14.582725,"2940777"]},{"_index":"complaint-public-v1","_id":"17434159","_score":14.52089,"_source":{"product":"Credit card","complaint_what_happened":"I opened a new Chase Sapphire Reserve account a little over one month ago. My wife is an Authorized User ( AU ). We have charged nearly {$11000.00} to the account so far and have paid nearly {$1000.00} in combined annual fees. Despite this, Chase has repeatedly placed improper security holds and declined legitimate transactions for both me and my AU, even after multiple successful identity verifications.\n\nDuring the last week, my wife had several valid charges declined. When she called Chase, she was told that Security could not assist her because she is an AU. When I called in, Chase repeatedly asked me to validate her card information, which made no sense.\n\n- Across at least seven calls totaling over two hours, I received conflicting and inaccurate information : - One Chase representative said there were no declines, while another confirmed the declines and existing security holds.\n\n- I repeatedly completed identity verificationincluding personal info, credit report data, and AU informationbut Chase still placed new manual holds, claiming I failed verification, even after verifying successfully minutes earlier.\n\n- After Chase assured me the account was all good, both my wifes and my own cards were declined again.\n\n- The AU was not permitted to resolve her own card issues and Chase insisted on speaking to me constantly, even when she was simply adding her card to XXXX XXXX. \n- Chase placed a manual hold on my account 10 minutes after I had completed full verification. \n\nCustomer service escalation also failed : - Security supervisors were not available for an hour. \n- A rep named XXXX disconnected the call during verification. \n- A representative named XXXX stated that supervisors do not take calls. \n- I was repeatedly transferred between Security, Fraud, and Customer Service with no resolution. \n\nChase opened an internal case : XXXX. \n\nThis disruption has caused lost time, repeated embarrassment from public declines, inability for my AU to reliably use her card, and a significant failure of service for a premium-fee product.","date_sent_to_company":"2025-11-21T19:17:51.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"217XX","tags":null,"has_narrative":true,"complaint_id":"17434159","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-21T19:10:59.000Z","state":"MD","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["Despite this, Chase has repeatedly placed improper <em>security</em> <em>holds</em> and declined legitimate transactions for both me and my AU, even after multiple successful identity verifications.\n\nDuring the last week, my wife had several valid charges declined. When she <em>called</em> Chase, she was told that <em>Security</em> could not assist her because she is an AU. When I <em>called</em> in, Chase repeatedly asked me to validate her card <em>information</em>, which made no sense."]},"sort":[14.52089,"17434159"]},{"_index":"complaint-public-v1","_id":"2793529","_score":14.454925,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"When the XXXX breach happened, it was recommended to put security freezes on our accounts with the big 3 credit bureaus. Whereas XXXX and XXXX allowed this for free, TransUnion wanted {$10.00}, but they would put a \" Security Lock '' on my account for free, so I did that. Upon attempting later to remove that lock, the online TransUnion account that it had me set up, would not allow me to remove it, only to change it to a Freeze for {$10.00}. I called the listed number. It took 4 separate calls to different numbers. Each time, I was put on hold, then had to give all my identification verification information, then was told I needed to be transferred to another department, was transferred, put on hold again, then had to give all my identification verification information again, then was told I had to call a different number. Every time, it seemed I was getting to the same initial department, and transferred to the same second department. All were offshore call centers. On the 4th call, the second department successfully removed the lock. This was a very abusive experience.","date_sent_to_company":"2018-01-25T22:19:21.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"95603","tags":null,"has_narrative":true,"complaint_id":"2793529","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2018-01-25T21:54:25.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["It took 4 separate <em>calls</em> to different numbers. Each time, I was put on <em>hold</em>, then had to give all my identification verification <em>information</em>, then was told I needed to be transferred to another department, was transferred, put on <em>hold</em> again, then had to give all my identification verification <em>information</em> again, then was told I had to <em>call</em> a different number. Every time, it seemed I was getting to the same initial department, and transferred to the same second department."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[14.454925,"2793529"]},{"_index":"complaint-public-v1","_id":"8402444","_score":14.413787,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX I deposited a check into my account via mobile deposit as I have before and the check was placed on a hold. I called XX/XX/XXXX to inquire about the hold and was met with arrogance. \n\nOn XX/XX/XXXX I called back several times over a few hours trying to get them the grease the funds and and this is the time line XXXX was rude and still would not release the check She placed me on hold at XXXX and returned at XXXX She asked me why I needed my funds as if I needed a reason I was placed on hold again XXXX more times after asking to be transferred to the department that handles the check clearance XXXX was still connected to to call and spoke up while I was speaking to the new rep ( security department ) and then stated they were in violation of my right to privacy and she disconnected Security department transfer me to basic level rep how transfered me to XXXX after I stated I would be speaking with a a lawyer about breach of confidentiality. \n\nXXXX Next supervisor place on the at XXXXXXXX The call ended at XXXX New call started XXXX Transferred to management at XXXX XXXX supervisor same thing ( No release Hold at XXXX Back at XXXX Disconnected at XXXX Next supervisor XXXX Hold at XXXX Back XXXX Disconnect XXXX XXXX XXXX Hold XXXX She would not disclose a repf the hold per Regulation CC and stated she would be disconnecting the call because she didn't have a reason. \nDisconnected XXXX XXXX XXXX reading notes on account Hold. XXXX Back XXXX reading a lot of notes Hold XXXX XXXX Claim : XXXX Documenting regulations XXXX XXXX Hold XXXX Back XXXX False advertising lie stating mobile checks are not honored by XXXX XXXX Disconnect XXXX XXXX XXXX She can't give me a answer only a address to the president of the company Hold XXXX Back XXXX Disconnect XXXX Teja Deja XXXX Case # XXXX Hold XXXX Disconnect XXXX Throughout the whole situation, I was met with various different statements that my mobile deposit was not regulated. My mobile deposit was on hold for normal processing. My mobile deposit was unable to be processed due to my account status, and none of them were accurate or valid information given from the reps.\n\nNot once that any of the reps say that the check was fraudulent or on any type of hold from a fraudulent condition. Throughout each call, I verified with them that they were required to provide a response on why my check was being held and I was still met with their localized availability. Several of the reps even suggested that they were not regulated to follow those regulations set by the regulation cc.","date_sent_to_company":"2024-02-22T19:56:42.000Z","issue":"Confusing or missing disclosures","sub_product":"Money order, traveler's check or cashier's check","zip_code":"28150","tags":null,"has_narrative":true,"complaint_id":"8402444","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-02-22T19:18:14.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>XXXX</em> Next supervisor place on the at XXXXXXXX The <em>call</em> ended at <em>XXXX</em> New <em>call</em> started <em>XXXX</em> Transferred to management at <em>XXXX</em> <em>XXXX</em> supervisor same thing ( No release <em>Hold</em> at <em>XXXX</em> Back at <em>XXXX</em> Disconnected at <em>XXXX</em> Next supervisor <em>XXXX</em> <em>Hold</em> at <em>XXXX</em> Back <em>XXXX</em> Disconnect <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>Hold</em> <em>XXXX</em> She would not disclose a repf the <em>hold</em> per Regulation CC and stated she would be disconnecting the <em>call</em> because she didn't have a reason. \nDisconnected <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> reading notes on account <em>Hold</em>."]},"sort":[14.413787,"8402444"]},{"_index":"complaint-public-v1","_id":"11298370","_score":14.289472,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a Robinhood account on XX/XX/XXXX. My account was restricted on XX/XX/XXXX for some undisclosed reason. Cant buy or trade stocks or crypto. Can not withdraw money out of the platform! \n\nTheir process to clear up the restriction is utterly negligent. You can not call anyone. You must request a call. They may call you in 5 hours or 5 days. No heads up. If you miss the call you must request another call and on and on it goes If you do happen to be at your phone when they call you, they put you on hold for sometimes hours because someone isnt actually ready. Then if you do get a hold of someone they ask you security questions that have nothing to do with security like did someone refer you to your trading platform. \n\nThen they say someone will review with no substantial information at all about anything. Then it doesnt get resolved and you have to go back through the call queue. Today I got on the phone with them a second time and they said they have my call information from before but they need to ask all the same exact irrelevant questions again. \n\nIts as if this whole process is designed to keep your money for as long as possible.","date_sent_to_company":"2024-12-27T17:31:15.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"91601","tags":null,"has_narrative":true,"complaint_id":"11298370","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2024-12-27T17:16:58.000Z","state":"CA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["If you miss the <em>call</em> you must request another <em>call</em> and on and on it goes If you do happen to be at your phone when they <em>call</em> you, they put you on <em>hold</em> for sometimes hours because someone isnt actually ready. Then if you do get a <em>hold</em> of someone they ask you <em>security</em> questions that have nothing to do with <em>security</em> like did someone refer you to your trading platform. \n\nThen they say someone will review with no substantial <em>information</em> at all about anything."]},"sort":[14.289472,"11298370"]},{"_index":"complaint-public-v1","_id":"8273752","_score":14.257189,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX I was called about a new credit application on a current card. The individual knew the amount on the card and knew my address. He kept pushing me for information and said the request for a new card came from Indiana. I started getting suspicious and tried to call the credit card company. I was put on hold for 40 minutes with no answer, I tried going online and booted out of security. This went on for over 5 hours. I was never able to connect to an individual that could investigate the problem scam. I called to block the card and then out of frustration closed both of my accounts. I Still have not been able to reach anyone about the potential security breach.\n\nThis company makes it impossible to reach anyone. 5 hours of hold time!\n\nI also wanted to adjust my automatic payments and could not do that either.","date_sent_to_company":"2024-02-02T19:55:23.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"080XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8273752","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-02-02T19:34:09.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["On XX/XX/<em>XXXX</em> I was <em>called</em> about a new credit application on a current card. The individual knew the amount on the card and knew my address. He kept pushing me for <em>information</em> and said the request for a new card came from Indiana. I started getting suspicious and tried to <em>call</em> the credit card company. I was put on <em>hold</em> for 40 minutes with no answer, I tried going online and booted out of <em>security</em>. This went on for over 5 hours."]},"sort":[14.257189,"8273752"]},{"_index":"complaint-public-v1","_id":"3691066","_score":14.135697,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I initially tried to obtain a copy of my credit report online and was sent a msg that I needed to call customer service. I contacted cust serv, after waiting 20 min on hold, and was told they did not know why I had the prob online but they would look into it and I would receive an email and I was able to request a credit report. I then received a form ltr advising me that due to some ans I supplied that I was blocked from online access to my account on Myequifax. I replied to the email but received no response. I called customer service, waited on hold for 25 mins, and spoke to someone, passed a security test and after supplying some info I was told that I would receive an email instructing me how to recover my online access. a few days later I received the same form ltr I previously rec 'd advising that due to some of my ans provided previously that I was blocked from accessing my account information online. I called customer service, waited on hold for 30 min, and spoke to someone who put me on hold repeatedly, then said I didn't have an online account and when I pressed for answers I was disconnected. I called customer service back, and waited on hold for 25 mins, and requested a supervisor, and after answering several questions I was allegedly given to a supervisor named XXXX. XXXX was very sorry to hear about my troubles and was happy to help, I passed a security test and then he looked into my account and said that I was blocked from online access and there was nothing that I could do to change that. I asked why and he said it was based on information I had previously given and there was nothing that could be done and I could only communicate through the US mail. And if you were familiar with the requirements for submitting documents by mail it's ridicules and time consuming. I asked for his supervisors name and he would not give it. I asked for a direct number to call back and he refused to give me one. I explained that I had already put in more time then should be required and could not keep waiting on hold every time I call and requested that I speak to the person he reports to. I asked for the IT dept and he refused. After a lot of back and forth he finally agreed to let me speak to a supervisor and so I waited on hold for about another 30 min. When the \" on hold '' music stopped and I thought I was disconnected, AGAIN, I heard a voice and I spoke to XXXX. I answered some more security questions, we agreed that I was attempting to gain online access to Myequifax and there was a long period of silence and then I heard the phone survey which signals the end of the phone call and I was disconnected, AGAIN. I would not trust my dogs credit information with this company by choice due to their breach of security which allowed my personal information onto the dark web and their unprofessional business practices. Yet by no choice of my own I have to deal with this company and yet they are allowed to isolate themselves from their customers and the people they are supposed to service. And their out right denial to provide any additional assistance and repeatedly refuse to escalate he issue to higher ups is unconscionable. And the fact that they are unaccountable for their actions allows each person to just disconnect the phone line whenever they want and refuse to provide any additional methods of contact should be against the law or at least be held accountable for their actions and the problems they cause.","date_sent_to_company":"2020-06-09T22:22:35.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"94117","tags":null,"has_narrative":true,"complaint_id":"3691066","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-06-09T21:27:24.000Z","state":"CA","company_public_response":null,"sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["I <em>called</em> customer service, waited on <em>hold</em> for 30 min, and spoke to someone who put me on <em>hold</em> repeatedly, then said I didn't have an online account and when I pressed for answers I was disconnected. I <em>called</em> customer service back, and waited on <em>hold</em> for 25 mins, and requested a supervisor, and after answering several questions I was allegedly given to a supervisor named <em>XXXX</em>."],"sub_issue":["Difficulty submitting a dispute or getting <em>information</em> about a dispute over the phone"]},"sort":[14.135697,"3691066"]},{"_index":"complaint-public-v1","_id":"12539131","_score":14.102194,"_source":{"product":"Prepaid card","complaint_what_happened":"I have a prepaid debit card from XXXX. I have had the account for 8 years. My account got hacked and they were able to steal XXXX $ from my account. I called and they put the account on hold and filed a dispute. While on hold XXXX customer service allowed a man to call and change all of the information on the account and they took all of my information. Social security number, birth date, literally all of my information. Then when my payroll got sent heb allowed them to withdraw XXXX $ more from atms while I received no information about any of this. \nI reported my account fraudulent and then XXXX let a strange man call in as me get my information, change the account information, not notify me of any of this and then let them withdraw XXXX $ more.","date_sent_to_company":"2025-03-18T19:54:51.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"78665","tags":null,"has_narrative":true,"complaint_id":"12539131","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2025-03-18T19:29:43.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble using the card to pay a bill"},"highlight":{"complaint_what_happened":["I have a prepaid debit card from <em>XXXX</em>. I have had the account for 8 years. My account got hacked and they were able to steal <em>XXXX</em> $ from my account. I <em>called</em> and they put the account on <em>hold</em> and filed a dispute. While on <em>hold</em> <em>XXXX</em> customer service allowed a man to <em>call</em> and change all of the <em>information</em> on the account and they took all of my <em>information</em>. Social <em>security</em> number, birth date, literally all of my <em>information</em>."]},"sort":[14.102194,"12539131"]},{"_index":"complaint-public-v1","_id":"10014058","_score":14.037771,"_source":{"product":"Credit card","complaint_what_happened":"On XXXX XX/XX/2024, I applied for an XXXX travel rewards card through Barclay 's. On XXXX XXXX, I received a call stating that I needed to call Barclay 's to verify some information. As it was a long weekend, I returned the call on XXXX XXXX. Upon speaking with someone I was asked to verify the last 4 digits of my social security number and my name. I was put on hold and passed to another representative. That representative told me that I needed to mail a copy of my social security card and a copy of the front and back of my driver 's license. I found this to be unusual and said that I wanted to stop the application process.","date_sent_to_company":"2024-09-05T15:02:13.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"23435","tags":"Servicemember","has_narrative":true,"complaint_id":"10014058","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2024-09-05T14:52:18.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Delay in processing application"},"highlight":{"complaint_what_happened":["On <em>XXXX</em> <em>XX/XX</em>/2024, I applied for an <em>XXXX</em> travel rewards card through Barclay 's. On <em>XXXX</em> <em>XXXX</em>, I received a <em>call</em> stating that I needed to <em>call</em> Barclay 's to verify some <em>information</em>. As it was a long weekend, I returned the <em>call</em> on <em>XXXX</em> <em>XXXX</em>. Upon speaking with someone I was asked to verify the last 4 digits of my social <em>security</em> number and my name. I was put on <em>hold</em> and passed to another representative."]},"sort":[14.037771,"10014058"]},{"_index":"complaint-public-v1","_id":"5281761","_score":14.019882,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I opened a new account for my business from citi for an XXXX XXXX card and was given a very low credit limit ( only {$4000.00} ). I called and asked why it was so low and they asked me if I wanted to raise my credit limit. I asked if they would pull my credit again and they said yes. I asked why because they had just pulled it and why they could not use the information from prior and they said that was not there policy. Now on to using this card I made a payment XX/XX/XXXX and they placed a hold until XX/XX/XXXX. 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I asked the representative today ( XX/XX/XXXX ) why the hold was in place as the money has already been taken from my checking account and they just say for security purposes. The customer service is atrocious and these unfair business practices are causing me to default on payments for my business ( something I have NEVER done ). Please advise because there has to be some repercussions for citi/XXXX XXXX","date_sent_to_company":"2022-03-03T13:06:23.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"38111","tags":null,"has_narrative":true,"complaint_id":"5281761","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-03-03T12:46:03.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I <em>called</em> asking why my credit limit was refreshed and they said for <em>security</em> reasons yet another <em>hold</em> was placed on the account until XX/XX/<em>XXXX</em>. I can not pay the bills for my business when they <em>hold</em> my money like this. I asked the representative today ( XX/XX/<em>XXXX</em> ) why the <em>hold</em> was in place as the money has already been taken from my checking account and they just say for <em>security</em> purposes."]},"sort":[14.019882,"5281761"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":3610,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":3610}]}},"product":{"doc_count":3610,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":917,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":702},{"key":"Savings account","doc_count":129},{"key":"Other banking product or service","doc_count":71},{"key":"CD (Certificate of Deposit)","doc_count":13}]}},{"key":"Credit reporting, credit repair services, or other personal consumer 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