{"took":82,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":124,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7979283","_score":17.587397,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"PayPal has permanently limited my business account under the email XXXX and tells me they can not discuss the reason because it would interfere with their security systems, and as a result, I am unable to access the funds in my balance. \n\nAs per my account records, there is a balance of {$940.00} within my PayPal account. However, despite multiple reminders and attempts to rectify this issue, PayPal has withheld my funds and imposed a 180-day hold period, during which I am unable to transfer or withdraw the funds.\n\nWhile I understand that certain measures may be taken to ensure account security and adherence to company policies, I have broken XXXX policies, XXXX terms and conditions and this decision has caused significant financial hardship for me. I have made every effort to resolve this matter amicably, but it is clear that further action must be taken to ensure a fair and timely resolution.","date_sent_to_company":"2023-12-12T05:44:59.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"76065","tags":null,"has_narrative":true,"complaint_id":"7979283","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-12-12T05:21:13.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["However, despite multiple reminders and attempts to rectify this issue, PayPal has withheld my funds and imposed a 180-day <em>hold</em> period, during which I am unable to transfer or withdraw the funds.\n\n<em>While</em> I understand that certain <em>measures</em> may be taken to ensure <em>account</em> <em>security</em> and adherence to company policies, I have broken XXXX policies, XXXX terms and conditions and this decision has caused significant financial hardship for me."]},"sort":[17.587397,"7979283"]},{"_index":"complaint-public-v1","_id":"3988265","_score":17.418947,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Someone used Remitly Global to send money using my personal bank debit card. I had never heard of the company Remitly until it appeared on my bank account. The transaction was submitted on XX/XX/XXXX. They submitted this amount twice. My bank account has suffered because it caused my account to be overdrawn. I called Remitly and was on hold for over 30 minutes. When I finally spoke to someone, they transferred me to the consumer protection team. I was working with someone named XXXX. I gave her my name, phone number and she asked if she could place me on hold. While holding, the call dropped. She never called me back. Im so upset about this situation. I dont know who the person is that used my debit card and how they got it unless they stole my card info somehow. Remitly should have better security measures in place to verify the financial information thats being used.","date_sent_to_company":"2020-12-16T13:28:24.000Z","issue":"Other transaction problem","sub_product":"International money transfer","zip_code":"76001","tags":null,"has_narrative":true,"complaint_id":"3988265","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Remitly, Inc.","date_received":"2020-12-03T16:55:46.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>While</em> holding, the call dropped. She never called me back. Im so upset about this situation. I dont know who the person is that used my debit card and how they got it unless they stole my card info somehow. Remitly should have better <em>security</em> <em>measures</em> in place to verify the financial information thats being used."]},"sort":[17.418947,"3988265"]},{"_index":"complaint-public-v1","_id":"7870950","_score":17.151356,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to seek clarification on our business 's recent experience with check holds. XXXX XXXX painters has been a valued client of Chase for over XXXX years, during which time we have maintained a consistent and positive banking relationship. \n\nRecently, we noticed a deviation from our usual banking transactions, specifically in the case of check processing. Historically, checks received from XXXX XXXX have been promptly cleared without any holds in the amount of {$23000.00} on XX/XX/23. While we understand and appreciate the importance of security measures to prevent fraud and ensure the integrity of financial transactions, we would like to gain a better understanding of the factors contributing to this recent change. \n\nAs a women-owned business, prompt access to funds is crucial for maintaining our operations and meeting financial commitments. Our experience over the past XXXX years has demonstrated the reliability and trustworthiness of our transactions, particularly with XXXX XXXX. Consequently, we seek clarity on the specific reasons for the recent holds on checks from this longstanding and trusted business partner. \n\nWe are committed to ensuring the highest standards of financial security and understand the necessity of prudent banking practices. If there are any additional steps we can take or information we can provide to expedite the processing of checks without compromising the security of our accounts, we would be more than willing to cooperate. \n\nYour prompt attention to this matter is highly appreciated, and we look forward to your guidance on how we can collaboratively address this situation. \n\nThank you for your understanding and assistance. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2023-11-17T12:55:22.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"800XX","tags":null,"has_narrative":true,"complaint_id":"7870950","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-11-17T12:44:12.000Z","state":"CO","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["<em>While</em> we understand and appreciate the importance of <em>security</em> <em>measures</em> to prevent fraud and ensure the integrity of financial transactions, we would like to gain a better understanding of the factors contributing to this recent change. \n\nAs a women-owned business, prompt access to funds is crucial for maintaining our operations and meeting financial commitments."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[17.151356,"7870950"]},{"_index":"complaint-public-v1","_id":"3428419","_score":17.129047,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, my card was stolen while in transit, and since Capital One did not have proper security measures, my credit card was activated and money was withdrawn twice. {$20.00} was charged to me in withdrawal fees and {$0.00} interest was charged to me for the withdrawal by the bank. A month later the investigation completed and my account was cleared. The hundreds of dollars of charges impacted my credit utilization. I lost my brother during this time, and instead of grieving I spent hours on hold trying to get back {$0.00} and didn't get it removed until XXXX. I reported the fraud to XXXX, and capital one is disputing it, stating that there \" is '' no fraud since it happened in the past. They are lying stating that they have no record of fraud. Furthermore, by charging me interest for the withdrawals, they are profiting off of fraud and committing fraud themselves. \n\nCapital One needs to implement mainstream and normally-practiced fraud prevention measures, and also should not spread false information about real events and practice fair reporting. This is a violation of the FCRA as it interferes with my ability to verify and ensure credit report accuracy.","date_sent_to_company":"2019-11-05T09:06:11.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"604XX","tags":null,"has_narrative":true,"complaint_id":"3428419","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-11-05T03:47:48.000Z","state":"IL","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, my card was stolen <em>while</em> in transit, and since Capital One did not have proper <em>security</em> <em>measures</em>, my credit card was activated and money was withdrawn twice. {$20.00} was charged to me in withdrawal fees and {$0.00} interest was charged to me for the withdrawal by the bank. A month later the investigation completed and my <em>account</em> was cleared. The hundreds of dollars of charges impacted my credit utilization."]},"sort":[17.129047,"3428419"]},{"_index":"complaint-public-v1","_id":"7691042","_score":16.946678,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to express my deep dissatisfaction and frustration with the recent handling of my account by PNC Bank. I have encountered significant inconvenience and financial hardship due to the prolonged investigation and subsequent hold placed on my account. \n\nI deposited a check into my account that I had received as payment for a XXXX job. Unfortunately, it was later discovered that the bank account connected to the check had been closed. While I understand the need for security measures, I am extremely disappointed by the excessive length of the investigation, which has now reached 30 days. \n\nTo make matters worse, not only is my account under investigation, but a hold has also been placed on two other checks that I deposited. As a result, I am currently unable to access the funds from these checks, leaving me in a difficult financial situation. I am unable to pay my rent, and my landlord is putting immense pressure on me to resolve this matter promptly. \n\nMoreover, I was deeply displeased with the attitude and unprofessional behavior of the customer service representative I spoke with during my last call. She displayed a sassy and patronizing tone, and instead of providing assistance or guidance, she unjustly blamed me for the false check incident. This kind of treatment is unacceptable and does not align with the level of service I expect from a reputable institution like PNC Bank. \n\nI kindly request that immediate action be taken to resolve this issue. I understand the need for proper verification and security measures, but the length of the investigation and the subsequent hold on my account are excessive and causing significant hardship for me. I urge you to release the funds from the other checks that I have deposited, as they are unrelated to the initial incident involving the false check. \n\nFurthermore, I would appreciate a thorough review of the conduct of the customer service representative I spoke with. It is essential that all bank employees maintain a professional and respectful demeanor when interacting with customers, regardless of the circumstances. \n\nI trust that PNC Bank will take my concerns seriously and address them promptly.I hope that this unfortunate incident can be resolved swiftly and that appropriate measures will be taken to prevent similar situations from occurring in the future. \n\nI kindly request a written response within 15 business days, outlining the actions taken to address my concerns and rectify the situation. I can be reached at the contact information provided above if further clarification or information is required. \n\nThank you for your attention to this matter. \n\nXXXX XXXX","date_sent_to_company":"2023-10-13T05:16:18.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"96822","tags":"Servicemember","has_narrative":true,"complaint_id":"7691042","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2023-10-13T05:08:59.000Z","state":"HI","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["<em>While</em> I understand the need for <em>security</em> <em>measures</em>, I am extremely disappointed by the excessive length of the investigation, which has now reached 30 days. \n\nTo make matters worse, not only is my <em>account</em> under investigation, but a <em>hold</em> has also been placed on two other checks that I deposited. As a result, I am currently unable to access the funds from these checks, leaving me in a difficult financial situation."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[16.946678,"7691042"]},{"_index":"complaint-public-v1","_id":"19268732","_score":16.749271,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing this complaint against XXXX  ( Block , Inc. ) for the unlawful withholding of my business funds totaling {$800.00}. My account was deactivated on XX/XX/year>, and XXXX informed me that my balance would be held for XXXX  days, until XX/XX/year>. As the owner of XXXX XXXX XXXX, I have successfully rendered all services and previously uploaded all supporting documentation ( XXXX, XXXX XXXX  ) to XXXX  dashboard. I have attached the official deactivation notice from XXXX, which confirms the XXXX hold on my funds until XX/XX/year>. I demand the immediate release of my full balance to my linked bank account. \nThis XXXX hold is not a standard security measure ; it is an arbitrary XXXX of business capital. I have no pending disputes or chargebacks, and my customers are fully satisfied with the logistics services provided. XXXX is utilizing my business funds for their own liquidity while causing me significant operational hardship. \n\nFurthermore, XXXX has provided no specific evidence of 'risk ' to justify such a lengthy hold. If this issue is not resolved immediately through the CFPB, I will escalate this matter to legal counsel and seek damages for the disruption of my business 's cash flow.","date_sent_to_company":"2026-02-05T12:39:41.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"60502","tags":null,"has_narrative":true,"complaint_id":"19268732","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-02-05T12:09:52.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This XXXX <em>hold</em> is not a standard <em>security</em> <em>measure</em> ; it is an arbitrary XXXX of business capital. I have no pending disputes or chargebacks, and my customers are fully satisfied with the logistics services provided. XXXX is utilizing my business funds for their own liquidity <em>while</em> causing me significant operational hardship. \n\nFurthermore, XXXX has provided no specific evidence of 'risk ' to justify such a lengthy <em>hold</em>."]},"sort":[16.749271,"19268732"]},{"_index":"complaint-public-v1","_id":"6843270","_score":14.949137,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XXXX XXXX, I had noticed I wasnt able to log into my cashapp account, it couldnt verify my info which was not normal. ( This is 2 days before my scheduled, expected tax return of {$6900.00} was getting deposited ) So I called cashapp and told them my cash tag had been changed, my picture was removed, email removed, and Last name taken off. I was not able to log in at all, but while on the phone with cashapp, they asked me if I was familiar with the most recent transactions, which were from someone I didnt know, they had sent me {$2.00} and then sent it back to themselves.They also asked me if I knew about the new device login from an android phone. I clarified that all of that wasnt from me, and they informed me that it seemed as if someone was attempting to do something sketchy. They put my account on a 48-72 hour security hold, still not allowing me to log in until the hold was clear. I told them my concerns about a very large amount of money coming in, in less than 2 days. They assured me that nothing or no one would have any type of access to my account until the hood is clear and we update all my information. Again, they reassured me not to worry, my money was safe and to wait for an email from them. 2 days go by and I have no email, so I called to see if I could log in and see if my return has been deposited. They told me the account was all hood and to log in with new and updated info. I logged in, had {$0.00} balance and checked my activity, and the most terrible feeling I had when I saw dozens and dozens around 50 transactions, back to back, each in the amounts of $ XXXX {$200.00}. They had all cleared, nothing was pending, no accounts were flagged, and all my money was drained. We then also saw that the unknown device was STILL logged in, which is how the scammers got access. Cashapp failed to take the correct security measures to prevent that from happening. I am just dumbfounded at how any financial institution could allow a number of transactions like that to go through without suspecting fraud. I opened a case with them, and in less than 24 hours they told me they denied my claim. I find cashapp completely negligible in doing their part in protecting our security. In my situation, its baffling knowing they were aware of suspicious activity, and somehow, {$6900.00} got fraudulently transferred in small increments within a couple hours. No security measures were taken, no protection, or verification methods. I need help in what to do next. I have reason to believe my situation was neglected and the outcome was highly unfair and disappointing. Please help me on what to do next.. thank you for your time. \n\nXXXX XXXX","date_sent_to_company":"2023-04-15T08:29:37.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"441XX","tags":null,"has_narrative":true,"complaint_id":"6843270","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-04-15T07:34:14.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They put my <em>account</em> on a 48-72 hour <em>security</em> <em>hold</em>, still not allowing me to log in until the <em>hold</em> was clear. I told them my concerns about a very large amount of money coming in, in less than 2 days. They assured me that nothing or no one would have any type of access to my <em>account</em> until the hood is clear and we update all my information."]},"sort":[14.949137,"6843270"]},{"_index":"complaint-public-v1","_id":"2971891","_score":14.325608,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I received funds through an online transfer on XX/XX/XXXX from a person named XXXX XXXX for {$2400.00} USD, it was an online transaction between both of us. \n\nAfter checking that the funds were there I released the goods. 1 or 2 hours later I check my account to see that my account has been put on hold with a debit of XXXX USD WITHOUT ANY FORM OF CONTACT FROM THE BANK OR WARNING. I call the bank and the person on the other side of the line tells me that I should not worry too much and that the person I made business with filled fraud with the bank, he apologized and tells me to call again on monday to free up the rest of my funds. I tell him right away if there is anything he needs like receipts to help the bank, he said 'no, don't worry ... someone will contact you if needed '. \n\nI call on monday, to ask for the funds to be released and to see how everything is going ... The person tells me it won't be possible until 10 business days have passed and all my funds would be frozen ( Literally all the money I have ) and with the negative debit I couldn't even ask family or friends to lend me for a bit. \n\nI called again after talking to my lawyer that stated that it wasn't allowed to put such a hold on ALL my funds without a warning or consent from my part specially since I had not done anything illegal to which they say that they are very sorry for troubling me so much and that they are doing everything they can and that I should not worry because they are just investigating the person that filed the claim, they ask me for patience. \n\nI tried to log in 3 days ago to my bank of america online ID and I see that I can't ... Check my email and it says I ASKED for my online ID to be taken down, I called again and they said that the online ID was taken down because their investigation proved that the person that sent the money had her security breached and that the funds were sent by a hacker so that they will be taking the money from MY ACCOUNT DUE TO THEIR BAD SECURITY MEASURES THAT ALLOWED SOMEONE TO USE ANOTHER PERSON ACCOUNT FOR MORE THAN 4 HOURS WHILE SHE WAS DOING BUSINESS WITH ME and that MY ACCOUNT WOULD BE REVIEWED BUT THAT I SHOULDN'T WORRIED BECAUSE IF THEY WANTED THE  ACCOUNT CLOSED IT WOULD ALREADY BE ... \" So wait 3 to 5 more business days to be free of accessing your money online ''. \n\nI get a call today from them, they are closing my account and when I complain because I didn't do anything illegal and ALL THE PROBLEM WAS THEIR SECURITY MEASURES, so the person on the phone tells me I committed fraud because I DIDNT CALL THE BANK ABOUT THE TRANSFER, REALLY? Probably 10 YEARS WITH THE ACCOUNT and NOW YOU CALL ME A DELINQUENT? You effectively took out money from my account that ACCORDING TO YOU WAS HACKED FROM ANOTHER CLIENT ACCOUNT AND YOU HOLD ME RESPONSIBLE?. Run from this bank if you are thinking of opening an account, they will help people scam you by REVERSING a NON REFUNDABLE TRANSFER that CLEARLY STATES IT IS IN ITS TERMS OF SERVICE which was the reason you trusted on giving goods to the other person and lock your money down. 25 days without MY money available and counting. \n\nThe caps are used for emphasis only, and to this very moment ... 25 days have passed since all this started.","date_sent_to_company":"2018-07-25T07:31:45.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"33193","tags":null,"has_narrative":true,"complaint_id":"2971891","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-07-25T02:55:43.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Check my email and it says I ASKED for my online ID to be taken down, I called again and they said that the online ID was taken down because their investigation proved that the person that sent the money had her <em>security</em> breached and that the funds were sent by a hacker so that they will be taking the money from MY <em>ACCOUNT</em> DUE TO THEIR BAD <em>SECURITY</em> <em>MEASURES</em> THAT ALLOWED SOMEONE TO USE ANOTHER PERSON <em>ACCOUNT</em> FOR MORE THAN 4 HOURS <em>WHILE</em> SHE WAS DOING BUSINESS WITH ME and that MY <em>ACCOUNT</em> WOULD BE REVIEWED"]},"sort":[14.325608,"2971891"]},{"_index":"complaint-public-v1","_id":"2947044","_score":14.263335,"_source":{"product":"Debt collection","complaint_what_happened":"I XXXX XXXX have had my protective rights under XXXX XXXX State banking laws violated, basically because of an account support associate named XXXX XXXX, who does not understand the difference between a social security number and an EIN for a limited liability company. As you will notice from my attached inserts, a judgment on medical issues was granted against me XX/XX/XXXX. The law firm in question never submitted a complaint where I was legally served while I lived in either upstate XXXX XXXX   or the state of XXXX. I current have separate legal counsel working on vacating an illegal judgment by XXXX XXXX XXXX XXXX XXXX XXXX. This law firm that specializes in medical collections has abused the civil liberties of consumers for decades. The subpoena under CPLR Section 5222 ( b ) does not conform to state regulations in the state of XXXX XXXX  on the merits that I was never even issued an original complaint, that XXXX XXXX XXXX XXXX XXXX XXXX too a default judgment against me personally, not corporately. \n\nMost important, the judgment is against me personally and my connecting social security number, not any corporate entity such as my limited liability company registered as XXXX XXXX, XXXX. The hold on my {$5700.00} in funds in that account is simply a violation of banking procedures in the state of XXXX XXXX, or any other stare for that measure. My usage of my own money is being held against my rights to said funds, and XXXX XXXX XXXX XXXX XXXX should be held accountable. \n\nA separate complaint will be issued to the National Credit Union Association regarding the oversight. \n\nNCUA # XXXX Year Chartered XXXX Employees 326 Primary Regulator I demand release of my LLC account funds immediately.. Since the debt is being stolen from a non-entity connection, Im claiming an identity theft was used to process this hold on funds by XXXX XXXX XXXX XXXX XXXX XXXX, and that the New York State Bar Association must be informed of this illegal action.","date_sent_to_company":"2018-06-26T19:22:06.000Z","issue":"Attempts to collect debt not owed","sub_product":"Medical debt","zip_code":"21224","tags":null,"has_narrative":true,"complaint_id":"2947044","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Overton, Russell, Doerr and Donovan, LLP","date_received":"2018-06-26T19:22:02.000Z","state":"MD","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["Most important, the judgment is against me personally and my connecting social <em>security</em> number, not any corporate entity such as my limited liability company registered as XXXX XXXX, XXXX. The <em>hold</em> on my {$5700.00} in funds in that <em>account</em> is simply a violation of banking procedures in the state of XXXX XXXX, or any other stare for that <em>measure</em>. My usage of my own money is being held against my rights to said funds, and XXXX XXXX XXXX XXXX XXXX should be held accountable."]},"sort":[14.263335,"2947044"]},{"_index":"complaint-public-v1","_id":"14924887","_score":13.8032675,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear Sir or Madam, I am writing to formally request your attention to a serious violation of my consumer rights. \n\nOn XX/XX/year>, XXXX fraudulent transactions occurred on my Bank of America account, each in the amount of {$3400.00}, totaling {$10000.00}. On the same day, I immediately notified the bank while the transactions were still in Pending status, and technically it was possible to block these transfers. \n\nThe bank could have blocked the transfers that very day, but failed to take the necessary measures and did not stop the transfers, resulting in significant financial harm to me. \n\nDespite my prompt reaction, the bank did not stop the transfers. Only XXXX transaction ( {$3400.00} ) was refunded, while XXXX transactions totaling {$6800.00} remain unpaid. \n\nAt the same time, the bank allowed my account to go into a negative balance, and a month later, to cover this negative balance, funds were withdrawn from joint accounts opened by my husband and daughter, which I consider an additional injustice and financial burden. \n\nBank representatives called my personal phone number and asked whether I had authorized the transfers, to which I categorically replied no. They had my full address, the length of time I have been a customer, and the email address I provided to them. \n\nI verified the phone number they called from via XXXX, and it appeared to be a Bank of America number, including a branch address that I recall but can not specify exactly which state it was in. \n\nThe banks support staff informed me that the bank contacted the fraudsters and told them that I had given out my card numbers. Although I activated a security alert for transfers and strongly deny this, the bank believes the fraudsters and disregards my position. \n\nIt is necessary for the bank to directly question the fraudsters about how and why such a large sum was spent or transferred, as blindly accepting the fraudsters version is highly unfair and hostile to me as a customer. \n\nFurthermore, the bank refused to refund the money on the grounds that I allegedly gave my banking details to fraudsters or that someone else had access to my account. I categorically deny this accusation and have a notarized written statement confirming that I did not provide any banking details to XXXX  parties. \n\nThe banks attitude is completely unfair, absolving itself of responsibility while accusing me, despite having full information about all my accounts. \n\nMoreover, I understand that the bank had complete information about all my accounts and the number of accounts I hold, further demonstrating their knowledge and responsibility in this matter. \n\n\n\nRequest : I respectfully ask that you review my complaint and intervene to hold the bank responsible for the immediate return of the amount of {$6800.00}. \n\nI am ready to provide any additional information if necessary. \n\n\n\nRespectfully, XXXX XXXX","date_sent_to_company":"2025-07-28T19:31:49.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"21136","tags":null,"has_narrative":true,"complaint_id":"14924887","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-07-28T19:26:27.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Moreover, I understand that the bank had complete information about all my <em>accounts</em> and the number of <em>accounts</em> I <em>hold</em>, further demonstrating their knowledge and responsibility in this matter. \n\n\n\nRequest : I respectfully ask that you review my complaint and intervene to <em>hold</em> the bank responsible for the immediate return of the amount of {$6800.00}. \n\nI am ready to provide any additional information if necessary. \n\n\n\nRespectfully, XXXX XXXX"],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[13.8032675,"14924887"]},{"_index":"complaint-public-v1","_id":"4815863","_score":13.095976,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I deposited my unemployment back pay check into my bank account. It was immediately placed on an extended hold because of the amount which which was understandable, and the XXXX the check was to be made available. Im attempting to fulfill my financial obligations and request a wire transfer, this is completed and I go about my business with no issues. I call in to verify the wire because for some reason when it comes to wires XXXX  seems to lose verification information and to clarify this means when Im supposed to give my additional information to verify my transfer Ill have multiple calls from reps asking me to verify my documents as if Ive never sent them to begin with. Im making several calls to discover to not only alert them that Im making payments but I also had a lengthy call about increase my spending limit. This is all COMPLETED, and I proceed to send money when I receive a text while on the phone with discover that my account is being frozen for fraud and suspicious behavior. I call immediately and am told the wire and everything else would be locked because my received word that the check was in bad face from the company that sent the check. Makes absolutely no sense and I find myself no funds, no access to funds and a family that is lacking groceries and other necessities because of a severe lack of communication. I upload on the XXXX my drivers license, the teller check receipt. Im told in 2 days Ill receive a word back, every call since has been different information regarding expected times and expectations. Im told the only way they can verify is if they speak to the bank that wrote the check. Hold times are egregiously long, but they cant spend enough time on the phone waiting. My money and my life are on pause because my bank doesnt have the time to spend waiting on extended hold times? Is there some unspoken time limit to assist and why do I find myself begging and pleading for help and anyone to assist. Im polite when Im on the phone, Im understanding, Im Cooperative and I understand that there are security measures but when I have so much at stake is waiting 20 minutes on the phone to much to ask? I have initiated every call from the XXXX to current day and when you hear the automated voice from the banksay theres extended wait times and I have to be on the phone as well to confirm information and Im waiting on the phone as well, is 20 minutes of someone, anyones time to much?","date_sent_to_company":"2021-10-17T06:20:22.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"06902","tags":"Servicemember","has_narrative":true,"complaint_id":"4815863","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2021-10-17T01:50:51.000Z","state":"CT","company_public_response":null,"sub_issue":"Bounced checks or returned payments"},"highlight":{"complaint_what_happened":["This is all COMPLETED, and I proceed to send money when I receive a text <em>while</em> on the phone with discover that my <em>account</em> is being frozen for fraud and suspicious behavior. I call immediately and am told the wire and everything else would be locked because my received word that the check was in bad face from the company that sent the check."],"product":["Checking or savings <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[13.095976,"4815863"]},{"_index":"complaint-public-v1","_id":"17868413","_score":13.070424,"_source":{"product":"Checking or savings account","complaint_what_happened":"Awhile ago I allegedly opened up an investment account but the was not updating me about anything with the account. I was then sent a check for {$8400.00} at this time my phone service and Internet service was interrupted, so I was not able to take any steps or measures to validate or verify the check in anyway. I deposited the check into the bank account. Whats then became closed because the XXXX was flagged as fake or altered. The person that sent me the check and then are pretty much at the same time. Also requested that I send money back to them from the check which I would have not done. Its obvious that the person that sent me to check was trying to scam me. Use me for a criminal activity without my knowledge or will. Also, what has been frozen within the bank account since the bank taking whatever action that the are taking is my Social Security check I have not been able to pay bills by food anything. They are considering or supposedly would be reviewing the account to be closed while I did nothing wrong. I am a victim being victimized by the individual that sent me the check also buy this bank policies. It has been going on insurance at least the third of this month we are now at the ninth of this month and my assets when my Social Security check, I have not had access to to live purchase pay bills or survive. I can not find out any status of any information or whats going on. I understand that my bank account i possibly going to be closed again. I did nothing wrong. I am a victim of a crime, and I am being victimized by the bank in the policies and procedures as well. I am currently banking with US Bank account number. XXXX I certainly have done nothing wrong fraudulent or criminal regarding this matter. I am a victim of a scam a crime. How do I review that I should be forced to not be able to manage life potentially have my bank account caused for days weeks and months with my assets which is my security checked. It could be understandable that a situation like this could cause my account status to be on hold for a reasonable time not days or weeks or indefinitely to XXXX XXXX that I can not manage and sustain life I spoke to the bank branch who sent an email requesting that My Account will not be closed and be unlocked. I filed a police report. I sent an email to the XXXX. Regardless of the situation to length, the time of this has been excessive and ridiculous with no update. No information being cheered with me nothing whatsoever.","date_sent_to_company":"2025-12-09T13:02:06.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"55404","tags":"Older American","has_narrative":true,"complaint_id":"17868413","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2025-12-09T12:40:15.000Z","state":"MN","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":["Also, what has been frozen within the bank <em>account</em> since the bank taking whatever action that the are taking is my Social <em>Security</em> check I have not been able to pay bills by food anything. They are considering or supposedly would be reviewing the <em>account</em> to be closed <em>while</em> I did nothing wrong. I am a victim being victimized by the individual that sent me the check also buy this bank policies."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[13.070424,"17868413"]},{"_index":"complaint-public-v1","_id":"22793427","_score":12.819642,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Dispute Response and Demand for Reversal RE : Account Takeover Fraud Claim XXXX ; Provisional Credit {$4900.00} ; Accounts ending XXXX and XXXX To Whom It May Concern : I write to contest Wells Fargos latest denial of my fraud claim and the stated intent to revoke the {$4900.00} provisional credit. I am a victim of an account takeover. Your own correspondence confirms material facts consistent with my position and inconsistent with the denial. \n\nStatement of Facts and Procedural History : Account takeover acknowledged by bank operations. You reported my incident to the Account Takeover Operations group and placed a hard hold on my prior account ending XXXX on XX/XX/XXXX, then closed it XX/XX/XXXX, and opened a new XXXX Checking ending XXXX the same day. These actions are consistent with an account-compromise event, not authorized cardholder spending. \nTimeline and ongoing dispute. I have contested these charges since XX/XX/XXXX, including through the CFPB. Your letter notes I contacted Wells Fargo again on XX/XX/XXXX, and that XXXX reviewed the matter. \nBanks denial rationale. Your letter states : The card was in your possession at the time the claim was filed and during the time of the disputed activity. \nThe disputed transaction ( s ) occurred at locations or with merchants like your normal card usage. \nThe transactions were types or amounts like your previous purchasing pattern. \nYou intend to deduct the {$4900.00} provisional credit from account ending XXXX because the account was closed on XX/XX/XXXX ( per your notice ). \nYou assert compliance with all federal and state laws and that the claim is closed. \nYou state the Fraud & Claims Management team will provide the documentation used to deny my claim within 30 days of my request. \nYou state, regarding my report that further fraud occurred due to delayed security measures, that you were unable to determine the transaction in question, while adding that situations such as yours can still occur despite your security measures. \n\nMy undisputed circumstances : I had continuous card possession, but the account was compromised by remote access. The disputed transfer ( s ) represent my entire monthly earnings. I have never transacted {$4900.00} or nearly that amount with the involved merchant. The bank has already provided evidence of unauthorized access from other states prior to the disputed transactions. \n\nWhy the Denial Is Unsupported Under Regulation E? \n\nCard possession is not dispositive. Regulation E ( EFTA ) protects consumers from unauthorized electronic fund transfers initiated by third parties using stolen credentials or account access even if the physical card remains with the consumer. An account takeover with remote initiation squarely fits unauthorized under Reg E. \nPattern-of-use assertions conflict with the record. Your blanket statements that merchant type, location, and amounts were like my normal usage are contradicted by : The size of the transaction ( s ) representing my entire monthly income. \nMy history showing no prior transactions with the specific merchant. \nPrior evidence of out-of-state access to my account before funds were removed. Conclusory assertions are not evidence. I request the specific data, time stamps, device/browser IDs, IP addresses, geolocation, merchant category codes, and historical comparators used to reach these conclusions. \nAcknowledged account-takeover actions support my claim. Your involvement of Account Takeover Operations, imposition of a hard hold, and forced account closure/opening are consistent with a compromised account, which undermines the theory that the disputed transactions were mine. \nInvestigation completeness and documentation. You state the Fraud & Claims Management team will provide the documentation relied upon within 30 days. Until that documentation is produced and reviewed, it is premature to consider this claim closed. Reg E requires a reasonable investigation ; refusing reimbursement based on unsubstantiated generalities does not meet that standard. \nSecurity measures and subsequent loss. You state you were unable to determine the transaction in question that would have been prevented had my account been promptly secured. Please identify which post-report transactions you reviewed, along with the dates/times and holds applied, so this can be reconciled with the logins from other states and resulting debits already documented. \n\nHarm and Ongoing Impact : Financial and emotional harm. The unresolved loss of my entire monthly earnings has caused documented mental distress, supported by medical reports. \nAs far as customer relationship, I have been a Wells Fargo customer for over 20 years. The handling of this claim has eroded trust and left me unprotected during and after the takeover. \n\nRequests and Demands : Immediate restoration of funds. Reinstate and make permanent the {$4900.00} provisional credit and reverse all disputed transactions attributable to the takeover. \nFull investigative file. Within 10 business days, provide the complete documentation relied upon in denying my claim, including : Detailed transaction logs for all disputed items ( date/time, merchant descriptors, MCCs, terminal IDs ). \nNetwork and device telemetry ( IP addresses, device/browser fingerprints, geolocation, 3-D Secure results if applicable ). \nAccess and authentication logs ( login attempts, password resets, SMS/OTP events, contact-info changes ). \nInternal notes from the Claims Department, XXXX, and Account Takeover Operations. \nThe specific pattern of behavior analysis, including the baseline period, metrics, and comparators used to assert similarity of merchant, location, and amounts. \nMerchant recovery status. Provide a written accounting of all recovery efforts regarding the XXXX XXXX merchant, including dates, responses, and amounts recovered or offsets applied. \nSecurity remediation. Provide written confirmation of all security actions taken on accounts ending XXXX and XXXX ( dates/times of holds, closures, reopenings ), and assurance that multifactor authentication, alerts, and other safeguards are active. \nHold on reversals. Cease any reversal of provisional credits or collections activity until the above documentation is produced and a good-faith review is completed. \n\nNotice of Escalation : If these requests are not met within 10 business days, I will : Supplement my CFPB complaint with this response and your failure to produce the investigative file. \nFile complaints with the Office of the Comptroller of the Currency and my state attorney general. \nPursue available legal remedies, including damages for financial losses and documented emotional distress. \nI request a written response addressing each numbered item above. \n\nSincerely, XXXX XXXX Account ending XXXX ( closed XX/XX/XXXX ) Account ending XXXX ( opened XX/XX/XXXX ; referenced in proposed reversal ) Claim XXXX","date_sent_to_company":"2026-06-02T03:45:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30052","tags":null,"has_narrative":true,"complaint_id":"22793427","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-06-02T03:00:49.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["You state, regarding my report that further fraud occurred due to delayed <em>security</em> <em>measures</em>, that you were unable to determine the transaction in question, <em>while</em> adding that situations such as yours can still occur despite your <em>security</em> <em>measures</em>. \n\nMy undisputed circumstances : I had continuous card possession, but the <em>account</em> was compromised by remote access. The disputed transfer ( s ) represent my entire monthly earnings."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[12.819642,"22793427"]},{"_index":"complaint-public-v1","_id":"11391500","_score":12.490969,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Complaint Regarding Wells Fargo Fraud Handling and Security Failures To Whom It May Concern : I am writing to file a formal complaint against Wells Fargo ( WF ) regarding egregious failures in fraud prevention, customer security, and their subsequent victim-blaming practices. I am appalled by WFs handling of fraud incidents involving my accounts, particularly their refusal to acknowledge their systemic security shortcomings, which directly facilitated these events. \n\nOverview of the Fraudulent Activity and WFs Role On XX/XX/XXXX, a U.S. Postal Service employee at the XXXX XXXX XXXX XXXX in XXXX, FL, stole an IRS payment voucher and check that contained my Social Security Number ( SSN ) and checking account information. In response to this mail theft, I took immediate steps to mitigate potential identity theft by filing complaints with the U.S. Postal Service, completing FTC and IRS identity theft forms, and placing a credit freeze with all three major credit reporting agencies. I have to documentation to substantiate this. \n\nDespite the preventive measures I took and WFs knowledge of my compromised SSN, WF failed to flag my accounts as vulnerable or take any protective actions. This negligence is unconscionable. Had WF simply noted in their records that my SSN and banking information had been compromised, the subsequent events could have been entirely prevented. WF is criticized in on-line reviews of relaying too heavily on SSNs for authentication of clients ' identity. \n\nSecond Incident WFs Security Failures and Impersonation Scam The criminal postal employee and/or dark web accomplices impersonated me and HACKED the WF automated banking system. The criminals had old account numbers from XX/XX/XXXX and my SSN, address, name and cell number. They obtained access to my summary of WF accounts- which includes last four digits of the account number and the current balances. \n\n\nOn XX/XX/XXXX, I used the same XXXX XXXX XXXX XXXX to mail an IRS 940 tax payment, which was similarly intercepted by a criminal postal employee. The first time I used the XXXX XXXX XXXX  in two years and the check and tax form were stolen. This led to multiple fraudulent actions : An altered 940 IRS tax return was sent, falsely claiming I owed {$19000.00} when I actually owed {$2400.00}. \nA fake {$8000.00} check was created and flagged by WF fraud detection on XX/XX/XXXX. \n\nOn XX/XX/XXXX a WF fraud team member called and introduced himself as a WF fraud team member. That was the only measure he took to verify his identity. The WF Frau team member put a hold on the fake check and closed my business checking account over the phone without any secure verification process. This serious lack of security set the stage for further exploitation. \n\nOn XX/XX/XXXX, criminals impersonating WF fraud representatives contacted me repeatedly via cell and text messages. Using information obtained by hacking WFs automated banking system they induced a state of panic and convinced me they were actually with WF and trying to protect me from a hostile credit takeover. \n\nThe scammers possessed : Accurate account balances. \nLast four digits of all my WF checking, savings and WF LOC account. \nMy SSN, name, address, and phone number. \n\nThe impersonators manipulated me into authorizing fraudulent transactions, gaining access to multiple WF accounts, credit lines, and linked platforms like XXXX. I was in a state of panic and they took full advantage of that. WF fraud team members have cruelly stated to me, \" We know you were scammed and we think you should have known better. '' WFs Scapegoating and Victim-Blaming Rather than take responsibility for their glaring and very serious security failures, WF fraud team members engaged in egregious corporate victim-blaming and scapegoating. They have accused me of participating in and benefiting from these fraudulent transactions, despite clear evidence of being scammed. A letter from the WF Fraud Team dated XX/XX/XXXX, absurdly claimed I owe WF {$100000.00}, based on a presumption that leftover funds in my account was evidence of intentional theft. Who made the decision to infer that I am a criminal? Who decided to block online access to my personal checking and saving account Why? \n\nWF reimbursed some fraudulent CC charges exceeding {$18000.00}, yet inexplicably decided I was financially responsible for other transactions. This inconsistency is INDEFENSIBLE and raises serious questions about WFs decision-making process and judgement. \n\nFurthermore : 1. On XX/XX/XXXX, a WF fraud specialist informed me that their automated banking system was likely hacked, allowing criminals to access account summaries. I was instructed to place a hold on any future automated banking. Despite this, WF fraud team subsequently claims to have no record of this. Despite placing a hold on automated banking they claim to have no record that I even requested the hold they told me to activate. This is unconscionable. As of XX/XX/XXXX my WF accounts have a block on any automated banking and the WF team tells me they dont know how it was activated. I have a transcript/recording to prove the block on automated banking is in place. \nXXXX. On XX/XX/XXXX, I requested all records the WF fraud team used to accuse me of theft. WF fraud team promised these documents within 30 days but has failed to deliver them. \n\nPublic Safety & WF Accountability WFs security failures are not just lapsesthey are systemic negligence. Instead of addressing the vulnerabilities in their automated systems and fraud team security protocols, WF has scapegoated me, their customer, to deflect responsibility. This is nothing less than vicious and unconscionable corporate victim-blaming of the highest order. \n\nI will not allow WF to scapegoat me, and ruin me financially, while evading accountability. I am committed to exposing these issues and systemic negligence to help others who might be victims by : Sharing my story with any and every news outlet, reporter, regulatory agency, or social media platform willing to listen. \nAdvocating for stricter banking regulations to prevent similar abuses to others in the future. \n\nClosing Wells Fargos treatment of me is unacceptable and reflects a systemic disregard for customer security and fair treatment. The WF frau team is blatantly victim blaming and scapegoating me in a shameful display of corporate greed and arrogance. I urge you to address this matter promptly and responsibly. \n\nSincerely, XXXX XXXX.","date_sent_to_company":"2025-01-05T19:05:06.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"330XX","tags":null,"has_narrative":true,"complaint_id":"11391500","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-01-05T18:47:58.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["That was the only <em>measure</em> he took to verify his identity. The WF Frau team member put a <em>hold</em> on the fake check and closed my business checking <em>account</em> over the phone without any secure verification process. This serious lack of <em>security</em> set the stage for further exploitation. \n\nOn XX/XX/XXXX, criminals impersonating WF fraud representatives contacted me repeatedly via cell and text messages."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[12.490969,"11391500"]},{"_index":"complaint-public-v1","_id":"14755309","_score":12.301231,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/scrub>XXXX XXXX XXXX XXXXXXXX XXXX XXXX, were paid by XXXX transfer XXXX XXXX XXXX {$87000.00}, the bank took a commission of {$15.00} for the transaction, the money was credited to the account and is still in our account, but on XX/XX/year>, the bank blocked the account citing that the payer entered our name with an error, but the payer claims that the name was correct. When we asked the bank what the error in the name was, the bank did not respond. \nIs the bank acting correctly? \nFrom a strict compliance and risk management perspective, the initial hold by the bank on funds due to a name discrepancy is usually in accordance with its right and is often a necessary security measure. The bank must ensure that the funds are transferred to the rightful owner. \nHowever, the main problems we encountered were the following : Bank refusal to issue or return funds : This is where the bank 's actions become problematic. If the counterparty insists on the correct name and the bank refuses to release the funds to you or return them to the counterparty, they are effectively holding your money in limbo. This may be a breach of their duty to facilitate legitimate transactions and may cause unreasonable delay. \n\nNo resolution/communication : The bank should be proactive in resolving the issue. If they simply provide the wrong name without further clarification or initiating a refund, this is not a proper resolution process. They should contact the sending bank to sort this out. \n\nBreach of XXXX payment instructions? \n\nWhile XXXX is itself a messaging system, the underlying banking rules and best practices dictate how banks handle situations like this. A banks refusal to pay or return funds, especially if the counterparty insists on the correct name, may be a violation of : Timely Processing : Banks are generally expected to process transactions promptly or provide clear reasons and solutions for delays. Holding funds indefinitely without a clear plan of action is not standard practice. \n\nGood Faith and Fair Dealing : Financial institutions have a duty to act in good faith toward their customers. Refusing to engage in the proper resolution or refund process until a clear resolution can be considered a breach of this duty. \n\nXXXX XXXX Banking Law : XXXX XXXX  has rules governing banking. While the specific laws that apply to a given case may require in-depth legal analysis, general consumer protection principles and principles of sound banking practice discourage holding funds indefinitely without resolution.","date_sent_to_company":"2025-08-01T16:30:30.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"11694","tags":null,"has_narrative":true,"complaint_id":"14755309","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-07-19T12:44:53.000Z","state":"NY","company_public_response":null,"sub_issue":"Fee problem"},"highlight":{"complaint_what_happened":["From a strict compliance and risk management perspective, the initial <em>hold</em> by the bank on funds due to a name discrepancy is usually in accordance with its right and is often a necessary <em>security</em> <em>measure</em>. The bank must ensure that the funds are transferred to the rightful owner. \nHowever, the main problems we encountered were the following : Bank refusal to issue or return funds : This is where the bank 's actions become problematic."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[12.301231,"14755309"]},{"_index":"complaint-public-v1","_id":"3250791","_score":11.948744,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2019, I received a notification from my budgeting app advising that my PNC account was no longer linked and I would need to contact my bank to authorize the access. I contacted PNC around XXXX XXXX. I explained the circumstances and the gentleman advised PNC recently updated their security settings on XX/XX/2019 which prevents Third Party Apps from accessing the bank account system without an authorization from the owner which is completed thru a text verification process I inquired about how consumers were notified of the new security measure put into place and the rep advised I should receive the notice via mail this week. ( As of today I still have not received any notification ) I explained to the gentleman the app I have linked to my PNC, monitors my spending with the linked accounts instantly credits my account when it is a possibility an account could go into an overdrawn status. I recently enrolled into overdraft coverage with PNC to ensure my transactions process when using my card and I used the Third Party app as back up to ensure the funds would be instantaneously available in the case that I do overspend. However, due to PNC disconnecting the account from the Third Party apps ; the app was unable to monitor the account, as it paid to do. I advised my account was now in an overdrawn status with additional fees pending due to the lack of communication from PNC. The rep advised he def understood my frustration and that he would refund the fees that had already been assessed to the account. \nWhile he worked to refund the fees, he advised me to disconnect my banking information from the Third Party app and re-enroll with my PNC log in as the app requests. Once I attempted to log into my account via the Third Party App, PNC would be notified and send me a text verification that would allow the app to sync with my PNC account which would prevent additional fees from being assessed to the account. While on the phone with the rep, I disconnected as instructed and attempted to reconnect PNC banking information thru the app. The app advised, online access was not authorized and I would need to contact my bank. I explained to the rep the error message I received from the app again. He recommended I shut the Third Party app down completely and try again. \n\nWhile completing this task, he advised the system would not allow him to refund the fees and he would need to have a manager complete the refund. He placed me on hold to retrieve the manager while I continued to sync my account with the app. Upon his return, he advised the manager would have to return my call because there was not one available at that time to resolve my concern. I accepted the return call option. I then requested assistance to resolve the access issue via the third party app. The rep advised When I attempt to access my account via the app the new security measures should prompt PNC to send me a verification text. I advised that has not happened as of yet after numerous attempts of trying to connect. He asked if I was enrolled in mobile alerts. I told him I believe so. He asked to verify my enrollment by logging into online banking under the Alerts tab. I looked and it showed that I was not enrolled He then explained I would need to enroll in the Text message verification process to allow the App to access the account. I attempted to enroll in the mobile alerts & received an error message that I am already enrolled although the system says I am not enrolled. ( verification attached ) He said that was odd and proceeded to confirm that I have not previously enrolled and no one else has my number to enroll. I denied both inquiries. He transferred me to online banking after advising a manager would call me back to confirm when my fees were refunded. \nOnce connected to an online banking rep, I explained the error message. Once again we went thru the enrollment procedures as according to his system I am not enrolled in mobile alerts. The results stayed the same. He advised he would submit a ticket for this error to be fixed. We disconnected the call under the pretense that a manager would follow up with me the next day confirming my refund was processed and mobile alerts had been fixed. \n\nOn Wednesday, XX/XX/2019, @ XXXX XXXX. I called PNC again because a manager had not returned my call. The rep told me a manager would be unavailable until after XXXX XXXX and I should call back after that time. I called back at XXXX XXXX and went thru the prompts to get to online banking in an attempt to resolve the mobile alert/verification issue first, where the phone just rung for 9 minutes and no one answered. Eventually, I hung up and called back at XXXX XXXX and went thru the prompts to access assistance with my checking account to confirm the refund had been processed. I spoke with a rep where I explained the situation again ( y arent the notes on the account? are the calls recorded?? ). She then transferred me to a manager where I had to explain the situation again. After explaining again, he did state there were no notes indicating I would receive a refund but a manager would review the account for a refund. I explained that was inaccurate and I was told the fees would be refunded because PNC 1- did not notify me of the updated security measures and what would be required from me as a consumer who should have access to my account, which prevented the funds from being transferred to the account to prevent the account from being overdrawn status 2- the mobile alerts are not communicating to my device due to a system error on their side. The manager then explained that he does not have the capability to refund the fees because the funds did not transfer from XXXX XXXX. I advised him that was inaccurate summarization, the transfer was not from XXXX XXXX but thru a third party budgeting app that prevents the account from going into the negative status when it is a possibility of an overdraft occurring. He reinstated he is unable to waive the fees. I requested another manager that could actually assist me in my concerns as I was previously told the fees would be refunded. He then explained PNC bank policy would not allow the funds to be refunded ; He explained the decision would not change because this is PNC 's policy. He then placed me on a brief while transferring me to his supervisor. A young lady stating she was a Corporate Manager then connected on the line, and she summarized the situation as \" requesting the fees to be refunded because the funds did not transfer from XXXX XXXX to credit the overdrawn account '' I explained that was inaccurate summarization and I once again explained the circumstances. The rep then explained \" PNC Is not responsible for how Third Party apps transfer funds & the fees would not be refunded and I am accountable for the account '' She then attempted to sale me overdraft protection credit. I responded with the explanation that I do understand PNC is not responsible for Third Party apps. My problem is I was being proactive by setting up an instant credit onto my account to prevent this from occurring ( if reviewing my transaction history which is attached as well there is a credit \" earnin '' to my account which is the app crediting the account to prevent overdraft activity ; the \" earnin '' credit is later deducted when my direct deposit from work clears ) however, PNC implemented security measures ( which I do appreciate when notified ) which removed this proactive measure causing avoidable fees. I have taken the steps to avoid these fees and it was working until PNC disconnected the Third Party app. 2- When attempting to reconnect the Third Party app, based on the instructions provided by the rep, to avoid additional fees. There is a system error that is preventing me from doing so which can cause additional fees due to the account needing to be credited by XXXXXXXX XXXX. The manager who advised she was with the corporate office and will not refund the fees due to PNC not being responsible for Third Party apps which is not what I was/am expecting PNC to do. \n\nI am a firefighter with Washington DC and unfortunately, I am currently in the middle of my 24-hour shift and I am unable to access an ATM. The only access I have currently is thru online access. Even if I transfer funds, they will not be received until Tomorrow ( which is thru XXXX an online app thru PNC that was advertised that transfers could credit same day but turns out they do not ) I do not have a problem paying for fees I caused but this could have been avoided if proper communication had been in place.","date_sent_to_company":"2019-05-22T20:23:37.000Z","issue":"Overdraft, savings, or rewards features","sub_product":"Mobile or digital wallet","zip_code":"20020","tags":null,"has_narrative":true,"complaint_id":"3250791","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2019-05-22T17:52:20.000Z","state":"DC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My problem is I was being proactive by setting up an instant credit onto my <em>account</em> to prevent this from occurring ( if reviewing my transaction history which is attached as well there is a credit \" earnin '' to my <em>account</em> which is the app crediting the <em>account</em> to prevent overdraft activity ; the \" earnin '' credit is later deducted when my direct deposit from work clears ) however, PNC implemented <em>security</em> <em>measures</em> ( which I do appreciate when notified ) which removed this proactive <em>measure</em> causing"]},"sort":[11.948744,"3250791"]},{"_index":"complaint-public-v1","_id":"6458225","_score":11.437896,"_source":{"product":"Checking or savings account","complaint_what_happened":"Between the month of XX/XX/XXXX and XX/XX/XXXX, my online checking bank account with the Navy Federal Credit Union was accessed by an individual unknown to me and a total of {$15000.00} was transferred to two separate banks - XXXX  XXXX XXXX and XXXX XXXX \n\nWhen the initial transfer {$10000.00} occurred, XX/XX/XXXX, I panicked as soon as I received a text notification to my mobile device confirming an external transfer of funds from my checking account. \n\nI immediately called Navy Federal within seconds of receiving the text message notification and was transferred to the Fraud Team to file a fraud claim. The compromised checking account was closed. The bank issued a new bank account, walked me through the process of changing all passwords to my email account, bank login access identification and passwords. These were detailed steps that were provided to be by the bank representative, and I inquired if there were other safeguards in place, other security measures that I could take. I was advised that I had covered all available steps and there was nothing else the bank could do to ensure my money was safe. \n\nWeeks later, another fraudulent attack was successful on the new issued bank account with updated passwords and user login id and passwords. This time XX/XX/XXXX, {$5000.00} was successfully transferred from my NFCU account to another bank, XXXX XXXX. Note that I had gone to the branch seeking safeguard measures to protect my account ; security mechanisms to prevent this from further occurrence and the bank simply advised me there was nothing else they could do. And it was all my fault that this was happening to me. They issued a provisional claim to cover the amount whilst investigations were still ongoing. \n\nI was shocked to log into my checking account 1st week of XX/XX/XXXX, to observe that Navy Federal Credit Union ( NFCU ) had debited my account to the tune of {$15000.00}. NFCU went as far as taking ( transferring funds ) money from my savings account to cover the entire amount of {$15000.00} stating they found no errors in the transactions and deemed me responsible for the fraudulent transfers. \nI requested for additional information as I had contacted NFCU immediately I received a transfer notification alert to put a hold on the transaction and notify the receiving banks in this case XXXX XXXX XXXX and XXXXXXXX XXXX and the bank representatives that I spoke to failed to do that. They failed to protect my funds. All the advice they had previously communicated to me to protect my account were fully observed and put in place. \n\nOn XX/XX/XXXX, while researching online to see how best to handle these fraudulent transactions with NFCU, wondering if other NFCU customers were equally experiencing this type of authorized fraud, I came across this news : https : XXXX? XXXX. Last XXXX, internal fraud investigators at the {$150.00} XXXX Navy Federal Credit Union grew suspicious of an employee who was possibly involved in criminal activity on the dark web and reported it to police. \n\nWho is to state that my account was not compromised internally by a bank employee working with an external party? The is refusing to share how my money was taken out of my own account. They have provided me with the external account numbers and names that the fund was transferred to. I have contacted XXXX XXXX XXXX, but they can't help me. I am not their customer. \n\nI would like the NFCU to be investigated and held liable for this loss. The bank only just implemented an additional security mechanism in at about XXXX XXXX XXXX that recognizes when a customer uses a new device to access an online bank account. \nThe bank system will pose a challenge question that only the customer will be able to respond to. This is something that should have been in place to prevent these unauthorized transactions as the bank could have recognized the unauthorized login attempts as unusual and blockedstopped it.","date_sent_to_company":"2023-02-09T19:50:24.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"20708","tags":null,"has_narrative":true,"complaint_id":"6458225","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2023-01-19T13:38:48.000Z","state":"MD","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["The compromised checking <em>account</em> was closed. The bank issued a new bank <em>account</em>, walked me through the process of changing all passwords to my email <em>account</em>, bank login access identification and passwords. These were detailed steps that were provided to be by the bank representative, and I inquired if there were other safeguards in place, other <em>security</em> <em>measures</em> that I could take."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[11.437896,"6458225"]},{"_index":"complaint-public-v1","_id":"3244960","_score":11.401537,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have had a Cabelas credit card for approximately 40 years. Recently, it switched from a Visa card to a Capital One Mastercard. Everything was Ok until today- XX/XX/XXXX. \n\nI charge at least {$50000.00} to {$75000.00} per year on this one credit  card. I only have one credit card that I use for both my business and my personal life. I pay my bill off every month. I have a credit score somewhere around 800. I am a responsible consumer and always pay my bills on time. \n\nToday, I tried to rent an RV online for a trip over the XXXX XXXX XXXX. The  website would not take my payment via my Capital One Cabelas Mastercard. I tried to pay several times but kept receiving a note that there was a problem accepting my payment. The total amount I was trying to charge was approximately {$1500.00}. \n\nWhen I checked my phone, I had a text from Capital One asking if I tried to make the {$1500.00} purchase. I responded yes and was messaged that everything would be fine with my card. When I checked my email, I had a similar question regarding the attempted {$1500.00} purchase. I once again informed Capital One that the attempted charge was valid and was informed that I could continue to use my card. Unfortunately, I could not use my card. \n\nI called Capital One, waited on hold for a long time, and was eventually told that I would need to respond to an email they were going to send me and forward documents to reactivate my card. I told the operator that this was unacceptable and asked to speak with a supervisor. I waited on hold for approximately 30 more minutes only to be told that I would need to forward copies of my drivers license, my social security card, and proof of residency. I told her that this was unacceptable. I wanted my card reactivated immediately. She told me she could not do so because there was a major fraud alert on my card. When I asked to talk to her supervisor, I was told that this person would call once per day for several days to try and talk to me and I should not expect a call for at least 24 hours. No call has been received. \n\nOn XX/XX/XXXX, I emailed the documents requested by Capital One to the secure fraud email account. I sent pdfs of both sides of my drivers license, my social security card, and a power bill to show proof of residency. Having heard nothing by this XX/XX/XXXX, I called Capitol One. I talked to two operators, one of who said she was an account manager. This person told me that they could not verify the information that I had sent, that my account was permanently closed, and if I wanted a Capital One credit card that I would need to reapply for a new card. She could not or would not explain why they could not verify my information. She told me they had ways of verifying information and that I had somehow failed. When I asked her how I could send anything else or send them verifiable information, she said I could not-the account would be permanently closed and I would lose all of the Cabelas points I had accumulated on the card. I pointed out that they could compare my date of birth and social security number with the information they have on file for me. I pointed out that I was on the phone telling them the information I sent was valid. None of this mattered to her-the account was permanently closed and could not be reactivated. \n\nI spent another 30 minutes on hold while she claimed she was checking a few more things out. She never came back and I hung up out of frustration. I suspect she put me on hold to just aggravate me and had no intention of coming back on the line. \n\nThis has all occurred because I tried to rent a recreational vehicle with a Cabelas card. It should not be shocking to anyone that someone who has had a Cabelas card for as long as I have would use that card to rent a recreational vehicle to go camping. \n\nI understand security measures. I am a former XXXX XXXX XXXX and spent over 20 years of my life as a XXXX and XXXX XXXX. Once I answered all of the operators questions ( SSN, DOB, Etc. ) and answered a text and an email from Capital One, my card should have been reactivated. \n\nThe current balance of the account shows that I am entitled to a credit of approximately {$100.00}. In addition, Capital One has canceled all of the Cabela 's points I had accumulated from using this credit card. Because the account remains closed, I have no ability to seek return of the credit balance or utilize the rewarded Cabela 's points.","date_sent_to_company":"2019-05-16T18:27:38.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"82009","tags":null,"has_narrative":true,"complaint_id":"3244960","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-05-16T18:02:28.000Z","state":"WY","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["None of this mattered to her-the <em>account</em> was permanently closed and could not be reactivated. \n\nI spent another 30 minutes on <em>hold</em> <em>while</em> she claimed she was checking a few more things out. She never came back and I hung up out of frustration. I suspect she put me on <em>hold</em> to just aggravate me and had no intention of coming back on the line. \n\nThis has all occurred because I tried to rent a recreational vehicle with a Cabelas card."]},"sort":[11.401537,"3244960"]},{"_index":"complaint-public-v1","_id":"21408358","_score":11.240566,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This is a supplemental complaint to complaint number XXXX. \nPayPal/XX/XX/XXXX has provided contradictory response to XXXX different regulators. To the CFPB, they admitted a system fault. To theXX/XX/XXXX Department XXXX XXXX XXXX, they claimed the system operated appropriately. I request that the CFPB investigate this inconsistency, as it suggests either a failure of internal review for a potential misrepresentation to XXXX of the agencies. \nThe response to CFPB and my feedback is provided within the complaint numbered above. \nThe response to the XX/XX/XXXXDepartment XXXX XXXX XXXX is as follows : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TN XXXXXX/XX/XXXXXX/XX/XXXXDepartment XX/XX/XXXX Complaint XX/XX/XXXX XXXX Dear XXXX XXXX, I am writing on behalf of PayPal Inc. in response to your complaint to the XX/XX/XXXX Department XXXX XXXX XXXX regarding PayPal 'sXX/XX/XXXXproduct. I understand being unable to add funds to your account would be frustrating. Please see below for further details on the complaint and our response. \n\nYour complaint stated you attempted multiple times to add funds to your XX/XX/XXXXaccount, though your attempts were declined by XX/XX/XXXX. You requested for XX/XX/XXXX to allow you to add funds to your XX/XX/XXXX account. \n\nResponse XXXX XX/XX/XXXX, you created a XX/XX/XXXX account at which time you agreed toXX/XX/XXXX User Agreement. \n\nOn XX/XX/XXXX and XXXX, XXXX, you attempted several times to transfer {$350.00} from your linked XXXX Bank account to your XX/XX/XXXX account. However, your attempts were declined byXX/XX/XXXX internal security model. It is important to note that the Holds and Limitations section of the User Agreement advises that under certain circumstances, in order to protectXX/XX/XXXX and the security and integrity of the network that uses theXX/XX/XXXX services, XX/XX/XXXX may, in its sole discretion, take account-level or transaction-level actions. \n\nOur internal security system takes into account multiple factors to assess potential risk associated with a transaction. In this case, the risk factors identified by our internal security system included but were not limited to : You were accessing yourXX/XX/XXXX account from a device that was inconsistent with your historic Account access. \nYou were accessing your account from a location that is geographically inconsistent with your registered address and your historic account access The transfer attempts were for amounts higher than previous transfers you had made. \nWhen viewed together, this type of activity can be indicative of unauthorized account access and carries a higher-than-average risk of fraud-related reversals. While we recognize this can be a frustrating experience, this system helps uphold the safety and integrity of theXX/XX/XXXX community and is intended functionality. \nOn XX/XX/XXXX, you successfully initiated a transfer in the amount of {$5.00} from your bank account to your XX/XX/XXXX account. \n\nUpon receipt of your complaint, we conducted an additional review and confirmed noXX/XX/XXXXerrors occurred when declining your transfer attempts due to the aforementioned risk factors. While I am glad I could provide clarity on these particular declines, the Holds and Limitations section of the User Agreement advises that our decision about holds and limitations may be based on confidential criteria that are essential to our management of risk and the protection of XX/XX/XXXX, our customers and/or service providers and that ultimately, we have no obligation to disclose the details of our risk management or security procedures to you. \n\nWhileXX/XX/XXXX Support may be able to assist with some declined transactions, this may not always be possible depending on the reason for the decline. Additionally, please note that the security measures mentioned above can not be permanently deactivated. Therefore, you may continue to experience declined payments or other account actions. \n\nExplanation of ClosureXX/XX/XXXX actions in this matter were taken in good faith and in accordance with the User Agreement and online Help Center articles when declining your transfer attempts. As stated in more detail above, we confirmed that you successfully transferred funds from your bank account to XX/XX/XXXX on XX/XX/XXXX, though you may continue to experience declined payments or other account actions. \n\nWe offer our sincerest apologies for any difficulties you may have encountered while using our services. Please feel free to contact PayPal 's XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX if you have any questions or concerns or if we can be of further assistance. \n\nRespectfully, XXXX XXXX. \nXXXX XXXX XXXX XXXX XXXX PayPal , Inc . \n\n\nMy Response : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PayPal, Inc XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Email via XXXX Dear Executive Office Personnel : Voided the avenue of submitting a reply to PayPals response to the XX/XX/XXXXXXXXXX/XX/XXXX Complaint Number XXXX for a clearer assessment, Complainant XXXX XXXX is submitting this correspondence to dismiss PayPals XX/XX/XXXX response to said complaint. \nWithin PayPals response it is stated : The internal security system takes into account multiple factors to assess potential risk associated with a transaction. In this case, the risk factors identified by our internal security system included but were not limited to : You were accessing yourXX/XX/XXXX account from a device that was inconsistent with your historic Account access. \nYou were accessing your account from a location that is geographically inconsistent with your registered address and your historic account access. \nThe transfer attempts were for amounts higher than previous transfers you had made. \nWe conducted an additional review and confirmed no XX/XX/XXXXerrors occurred when declining your transfer attempts due to the aforementioned risk factors. \nMy Response : After several attempts to add funds to my account on XX/XX/XXXX and chatting with XXXX agents, I engaged in trouble shooting ; I checked my bank account ; I used another device and again linked my bank account to myXX/XX/XXXX account via XXXX. \nMy geographical location remained the same as it had been for other successful add fund transactions completed such as the XX/XX/XXXX transaction of {$180.00} from the same device and same geographical location in which denials occurred on XX/XX/XXXX, XXXX and XX/XX/XXXX. \nOn Sunday, XX/XX/XXXX, I received an e-mail from XX/XX/XXXX ( support request XX/XX/9723XXXX ) which she stated We were able to make temporary adjustments in our system so that you can add your funds from the bank account. Please attempt to now add funds from your linked bank account On Monday, XX/XX/XXXX,XX/XX/XXXX., wrote Please attempt to add your funds now, we have made appropriate changes on account to help you add funds at this instant itself. \nTesting the situation, XX/XX/XXXX on XX/XX/XXXX, I initiated a {$5.00} bank transfer, which was successful. \nXX/XX/XXXX, on XX/XX/XXXX, I initiated an {$80.00} bank transfer using the same device, same location, with an amount less than the {$180.00} historical successful amount. XXXX message at XXXXXX/XX/XXXX, We couldnt add your money. \nThe risk factors PayPal stated succumbs to the actuality that transpired. Therefore, XXXX XXXX XXXX dismisses XXXX Response to theXX/XX/XXXX Complaint XXXX. \nSincerely, XXXX XXXX XXXX To the CFPB , PayPalXXXX said our system was at fault, to the XX/XX/XXXX Department XX/XX/XXXXXXXX , a different PayPal/XX/XX/XXXXrepresentative said the internal system operated appropriately. \nThat is a direct factual inconsistency from the same company.","date_sent_to_company":"2026-04-20T18:44:32.000Z","issue":"Problem adding money","sub_product":"Mobile or digital wallet","zip_code":"37214","tags":"Older American","has_narrative":true,"complaint_id":"21408358","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-20T17:56:39.000Z","state":"TN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>While</em>XX/XX/XXXX Support may be able to assist with some declined transactions, this may not always be possible depending on the reason for the decline. Additionally, please note that the <em>security</em> <em>measures</em> mentioned above can not be permanently deactivated. Therefore, you may continue to experience declined payments or other <em>account</em> actions."]},"sort":[11.240566,"21408358"]},{"_index":"complaint-public-v1","_id":"7814858","_score":11.215981,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/23 : My existing debit card number was fraudulently added to a XXXX XXXX XXXX XXXX per an email received at XXXX XXXX XXXX XXXX XXXX. I was unaware of at the time since no text alerts were delivered. Immediately a fraudulent request to replace my debit card was made per an email received at XXXX XXXX XXXX XXXX XXXX. I was unaware at the time since no text alerts were delivered. I never lost my card. \n\nA fraudulent {$1000.00} ATM Withdrawal was made at XXXX XXXX XXXX at Chase ATM XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX  TX XXXX. I was unaware of at the time since no text alerts were delivered. A fraudulent {$3000.00} ATM Withdrawal was made at XXXX XXXX XXXX at Chase ATM located at XXXX XXXX XXXX XXXX XXXX XXXX  TX XXXX. I was unaware of at the time since no text alerts were delivered. They ultimately made the fraudulent transactions using the new card # despite my not receiving the card until a week later. \n\nXX/XX/23 XXXX  : I personally became aware of a problem since locked out of my online access when attempting a routine account check and had unexpectedly received a new debit card. Made multiple phone calls, but was unable to connect with the Chase Fraud Dept since it was after XXXX XXXX  XXXX. I was going to call back first thing in the morning and I was able to change my password. I had been on a silent hold for over an hour. \n\nXX/XX/23 : At XXXX XXXX XXXX while I was still sleeping ( XXXX XXXXXXXX XXXX XXXX, presumably the same fraudulent party hit again by again changing my password. Chase approved a fraudulent business account which then got linked to my username and accounts. Subsequent fraudulent actions were made draining two personal checking accounts. {$2500.00} on a different account and the account originally hit for {$1300.00}. \n\nXX/XX/23 : Upon waking up and discovered what had happened along with reading new emails, I then contacted Chases Fraud Dept to report the activity, file a claim, and attempted to take security measures. At XXXX XXXX XXXX, received a new email confirming while on the phone to stop sending text messages to an unauthorized cell # which was fraudulently added to my contact phone numbers without any alert. I ended up changing my User ID and Password this time and things were quiet for the time being. \n\nThere would be subsequent unsuccessful fraudulent attempts to compromise my account which led me to terminating online access and 3 different new debit cards. They still tried hacking in leading me to change my User ID and password on two different occasions to no avail. Chase has been extremely difficult to work with despite over a dozen phone calls made plus vague denial letters.","date_sent_to_company":"2023-11-07T19:03:39.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"98375","tags":null,"has_narrative":true,"complaint_id":"7814858","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-11-07T18:37:37.000Z","state":"WA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XX/XX/23 : Upon waking up and discovered what had happened along with reading new emails, I then contacted Chases Fraud Dept to report the activity, file a claim, and attempted to take <em>security</em> <em>measures</em>. At XXXX XXXX XXXX, received a new email confirming <em>while</em> on the phone to stop sending text messages to an unauthorized cell # which was fraudulently added to my contact phone numbers without any alert."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[11.215981,"7814858"]},{"_index":"complaint-public-v1","_id":"11903206","_score":11.017924,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am writing to file a formal complaint against Coinbase, a major XXXX  exchange, regarding serious issues I have encountered with accessing and transferring my assets over the past two months ( as of XX/XX/XXXX ). Coinbase has repeatedly prevented me from transferring my funds to my cold wallet, citing vague security protocols and offering no clear timeline or resolution. This has left me unable to secure my assets, which I hold for my wifes future. \nTo date, despite numerous attempts to resolve the matter through Coinbases customer support, I have received generic ( bot ) responses, long hold times ( up to 4+ hours ) for a human representative, and vague assurances that they are investigating the issue. I was initially told that I could only send a maximum of {$5000.00} ( as of today, I can't even do that ), which would take years to transfer my assets to my cold wallet. This send restriction issue began after I canceled a send transfer on XX/XX/XXXX. Since then, my ability to send crypto has been restricted, with no clear explanation or timeline for lifting the restriction. Ive been told that these decisions are made by their systems algorithms and AI, but I have received no clarification on why the restriction was applied following my canceled transaction on XX/XX/XXXX. \nI am extremely concerned about my inability to control my own funds and the potential consequences if Coinbase 's platform becomes unavailable due to technical failures, network outages, or other issues. This situation raises serious questions about Coinbases business practices, security measures, their services, and the overall fairness and ability of customers to safeguard their own funds. \nWhile algorithms and AI can play a role in detecting fraud or securing accounts on platforms like Coinbase, they are no substitute for the unparalleled security and control that a cold wallet provides. A cold wallet allows me to independently safeguard my assets, free from the vulnerabilities, restrictions, and potential errors that come with relying on third-party systems and automated processes. A cold wallet, like a hardware wallet, gives me full ownership of my private keys, meaning I am the only one with access to my funds. Since cold wallets are disconnected from the internet, they are far less vulnerable to online threats, hacks, phishing attacks, and even grid shutdowns or technical failures that could leave my platform-based assets inaccessible. I do not have to rely on third-party decisions made by algorithms that may be restrictive or unclear, and I have complete control over my assets. Furthermore, in the event of a grid failure or technical issues that prevent access to Coinbases platform, I still have full access to my assets because they are securely stored offline.\n\nI respectfully request that your agency investigate this matter, as it appears to be a case of unfair business practices and potential negligence in allowing customers to secure their assets. I also urge you to consider the broader implications of how Coinbases practices may be affecting other consumers in similar situations. Is it possible that Coinbase is engaging in this behavior for monetary reasons? The smaller amount required for customers to transfer to their cold wallets would require more transactions, making more money/fees through many small transactions, rather than allowing for a single, larger transfer. \nThis approach may disproportionately benefit Coinbase at the expense of consumers. I also urge you to consider the broader implications of how Coinbases practices may be affecting other consumers in similar situations. \n\nPlease let me know what steps I need to take to further support this complaint. I am hoping for a swift resolution to this issue, and I trust your agencys involvement will help bring the necessary accountability and oversight so I can secure my assets. \nThank you for your time and attention to this urgent matter.","date_sent_to_company":"2025-02-03T15:48:37.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"342XX","tags":"Older American","has_narrative":true,"complaint_id":"11903206","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2025-02-03T15:40:09.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This situation raises serious questions about Coinbases business practices, <em>security</em> <em>measures</em>, their services, and the overall fairness and ability of customers to safeguard their own funds. \n<em>While</em> algorithms and AI can play a role in detecting fraud or securing <em>accounts</em> on platforms like Coinbase, they are no substitute for the unparalleled <em>security</em> and control that a cold wallet provides."]},"sort":[11.017924,"11903206"]},{"_index":"complaint-public-v1","_id":"20014958","_score":10.931898,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, my Coinbase account was compromised by an unauthorized third party who gained access via my hacked XXXX account. The attack began at approximately XXXX XXXX  PST and I reported it to Coinbase within XXXX minutes. \n\nThe attacker executed the following unauthorized transactions in sequence : XXXX. Sold my XXXX and XXXX holdings and immediately used the proceeds to purchase a fraudulent scam token called XXXX  ( Contract : XXXX ) which has no legitimate value and is flagged as malicious on Coinbase XXXX own platform ( screenshot attached ). The XXXX  token was created on XX/XX/year>, consistent with a coordinated pump-and-dump scheme. \nXXXX. Executed an unauthorized ACH pull of {$4200.00} from my XXXX XXXX XXXX account and used those funds to purchase additional quantities of the same malicious token. \nXXXX. Sold my remaining XXXX holdings into XXXX ( ~ {$4200.00} ), which remained in my account as Coinbase blocked it from being transferred or withdrawn. \n\nAll transaction emails confirming this exact sequence including timestamps, reference numbers, and the XXXX balance sitting in my account after all other activity are attached. \n\nI had multiple active security measures on my account including an XXXX Passkey ( hardware-backed XXXX ), satisfying Coinbase XXXX Account Protection requirements. The attacker used a different unrecognized device to access the account. \n\nI have filed the following official reports : - XXXX Report ID : XXXX - XXXX Police Department Report : XXXX XXXX  XXXX XXXX confirmed the {$4200.00} ACH as unauthorized fraud and reversed it on XX/XX/year>. I have the XXXX  confirmation documentation available upon request. \n\nThe ~ {$4200.00} XXXX in my account was the direct proceeds of my stolen XXXX holdings and is completely unrelated to the fraudulent ACH transfer. These are XXXX distinct criminal acts : ( XXXX ) theft and conversion of my XXXX into a worthless scam token flagged as malicious by Coinbase XXXX own platform, ( XXXX ) an unauthorized ACH pull from my bank to buy more of the same malicious token, and ( XXXX ) theft and conversion of my XXXX into XXXX which Coinbase themselves blocked from leaving my account. \n\nCoinbase placed this XXXX on an explicit fraud protection hold, which they extended to XX/XX/year> for security review purposes. However, on the same day they extended that fraud protection hold ( XX/XX/year> ), Coinbase 's automated system simultaneously swept the entire ~ {$4200.00} XXXX balance to cover the ACH reversal directly contradicting their own fraud hold on the same funds. Both emails are attached confirming this occurred on the same day. \n\nThis means Coinbase treated the same funds as both protected fraud evidence AND collectable debt simultaneously. This is internally contradictory and constitutes an unfair and deceptive business practice under the Washington Consumer Protection Act ( RCW 19.86 ). \n\nUnder Regulation XXXX ( XXXX CFR XXXX ), my liability for the unauthorized ACH transfer is strictly capped at {$50.00} as I reported the unauthorized activity within XXXX business days ( reported it next day, when I saw it processing in my bank account ). I am not liable for a debt created by a criminal using my compromised account without my consent. \n\nI am a Coinbase XXXX member ( $ XXXX ) with an active Account XXXX warranty claim for this verified third party breach. At the time of the incident my account was protected by an XXXX XXXX ( hardware-backed authentication ), satisfying the reimbursement requirements. \n\nCoinbase opened a fraud case and assigned a case XXXX ( XXXX ) who confirmed the investigation was active and ongoing. Despite this, Coinbase XXXX automated system executed the asset XXXX while the manual fraud investigation was open and before any finding of fault was made against me. When I followed up, I received a completely generic template response from a different agent ( XXXX ) that ignored all prior documented correspondence, my detailed legal summary citing applicable law, my law enforcement reports, and my Coinbase XXXX warranty claim entirely.","date_sent_to_company":"2026-03-05T21:01:55.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"98033","tags":null,"has_narrative":true,"complaint_id":"20014958","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2026-03-05T20:25:50.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I had multiple active <em>security</em> <em>measures</em> on my <em>account</em> including an XXXX Passkey ( hardware-backed XXXX ), satisfying Coinbase XXXX <em>Account</em> Protection requirements. The attacker used a different unrecognized device to access the <em>account</em>. \n\nI have filed the following official reports : - XXXX Report ID : XXXX - XXXX Police Department Report : XXXX XXXX  XXXX XXXX confirmed the {$4200.00} ACH as unauthorized fraud and reversed it on XX/XX/year>."]},"sort":[10.931898,"20014958"]},{"_index":"complaint-public-v1","_id":"14983571","_score":10.905617,"_source":{"product":"Checking or savings account","complaint_what_happened":"After many calls to Direct Express since XX/XX/year>, and reporting credit card theft. While a patient in intensive care at XXXX XXXX in XXXX durinXXXX XXXX, I called on XX/XX/XXXX, from the XXXX room. I spoke to my roomate XXXX XXXX XXXX by phone at approximately XXXX ( XX/XX/XXXX ) told him that i forgot my wallet. He told me that he already located it on my bed. \nI asked him to bring it to the XXXX XXXXHe said he would.He never did. By approximately XXXX i was getting worried. I looked at the Direct Express app.on my phone It showed that thousands dollars had been withdrawn from my account at various ATMs on the XXXXXXXX XXXX \nI then called XXXX. An XXXX XXXX XXXX ( XXXX XXXX, XXXX # XXXX ) showed up around XXXX. He wrote a report on the situation, Incident report # XXXX. \nAfter the officer left, a nurse came in the room and demanded that i relinquish my cell phone. She wanted to keep my phone in the security office. She questioned why i had called the police. So, I explained the situation, and told her that it nothing to do with XXXX XXXX. The next morning i asked for my phone. They would not return it. I repeatedly asked all day, every day and night for my phone. \nA nurse finally returned my phone, on XXXX. I called Direct Express immediately and explained the situation, and requested that the card be cancelled. Direct Express told me that they cancelled the card. They did not. The next week i viewed the app again. More un-authorized ATM withdrawls on XXXX and XXXX, after Direct Express supposedly cancelled my card on the XXXX. Needless to say, i was upset. \nIn the weeks that followed i spoke to Detective XXXX XXXX and Detective XXXX XXXX, both with XXXX XXXX XXXXXXXX XXXX, XXXX XXXX. After repeated phone calls, and voicmails, I finally talked to their sergant, Detective XXXX XXXX about the matter. \nAfter being on hold for approximately 10 min, XXXX told me it's to late to investigate. I asked him to elaborate. He told me the that detectives went to the local foodmarts with the ATM 's, where the withdrawls were made. They he explained that the detectives waited too long.The detectives tried to obtain surveillance video from the stores cameras past 30 days. Also, ATM hidden camera photos of the suspect, while using the involved ATMs. The ATM photos expire after 30 days and erased. Some ATM video retention law here in Georgia. \nI asked about the XXXX security video, same answer from the sergeant. XXXX explained that each illegal and unauthorized use of a credit card is another felony. XXXX XXXX committed 60 felonies in 5 days. He stole approximately {$10000.00} in 7 days. \nI have called Direct Express many times about the matter. I asked if they ever contacted and/or filed a claim with F.D.I.C. They did not! \nWhen i explained the situation with XXXX. they claim that i must have given my Card PIN # to XXXX. I never wrote the PIN # down or told anyone. \nMost likely, XXXX used a XXXX \nChip reader to obtain my PIN #, ( which is stored on card ) from the chip and/or magnetic strip. \nBecause of poor security measures by credit card companies, and Direct Express, i am at loss of {$10000.00} minimum. \nIf there is any assistance that you could provide I would be forever grateful!","date_sent_to_company":"2025-07-30T06:27:47.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30047","tags":"Older American","has_narrative":true,"complaint_id":"14983571","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2025-07-30T03:30:09.000Z","state":"GA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Because of poor <em>security</em> <em>measures</em> by credit card companies, and Direct Express, i am at loss of {$10000.00} minimum. \nIf there is any assistance that you could provide I would be forever grateful!"],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[10.905617,"14983571"]},{"_index":"complaint-public-v1","_id":"5509700","_score":10.824661,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022 I was a victim of a scam that resulted in an unauthorized wire transfer of {$4100.00}. I understand that scams and fraud happens often. However, what makes this incident frustrating for me is because I bank with Citibank which is where the money was taken from. The manner that Citibank is handling the incident was questionable from the beginning. On the day the money was wired out I received an email from Citibank alerting me that fraudulent activity was taking place on my account. There were two emails sent minutes apart. One email alerted that someone was trying to wire money out. The second email was letting me know my passcode was successfully changed. I immediately called Citibank from my work phone as my cell phone was experiencing limited service. At the time I contacted Citibank there were no funds removed from the account. I spoke with three representatives one of them was from the fraud department. I expressed that I did not authorize any activity on my account and that it was not me changing any passcodes. I only received assistance changing the passcode back from when it was changed by the unauthorized individual who hacked my account. No representative took the matter serious despite knowing that a great amount of my personal information was breached. An hour after that conversation I received another email from Citibank informing me the wire transfer was authorized. I spoke with multiple representatives none of which were any help. The customer service has been terrible during this entire ordeal. I was informed that an affidavit would have to be completed and signed to open an investigation. I completed and signed that affidavit on XX/XX/2022 and took it to a Citibank branch where it was notarized and faxed by the branch. However, upon reaching out to Citibank to check the status of the investigation I come to find out they have not proceeded because they are saying they didn't receive the affidavit. Then, on the same phone call I was informed the affidavit was located. I called again XX/XX/2022 to check the status of the investigation and was informed again the affidavit wasn't received. I faxed and emailed the document myself the same day. I called the morning of XX/XX/2022 to confirm they received the fax and or email. Despite my confirmation the fax was sent successfully and having the proper email I was informed they still haven't received it. I recently realized that I have to verify myself using a different security measure my phone number can not be used to verify my account. I inquired why my phone number was no longer good enough. I asked did they find out that my phone service had been scammed. As I believe that through XXXX XXXX my sim card was hacked leading to the breach. However, I was informed by the rep that she could not give me that information. Even though I verified who I was. When I questioned why not because you have verified me the rep still did not give me any information on it. This has me believing they know more than they are telling me. \nWhat makes this all even more suspicious is because when I speak and have spoken to the representatives they are inconsistent, they never know what's going on, I am on the phone each time 45mins or greater with no resolution. I spoke with one rep who was transferring me to a supervisor handling unauthorized wires. Upon transferring the rep warned me that the wait would be significant as this department has high call volumes. That startled me because that makes me question Citibank 's ability to protect their customers from scams and fraud. What efforts are they really putting forth? How can someone wire money out an account that's not their own despite security measures? Furthermore, I have been mishandled and its increasingly frustrating dealing with reps who are unknowledgeable about my situation, despite looking at the information in their system. This is unfortunate and scary for the many people that bank with this institution. Citibank has done the bare minimal to help me recover my funds that they allowed to be taken. Even with finding out they are not receiving the banks nor my fax/emails their best advice for me was to return to the branch and have them fax it again and make sure the investigator has it before leaving the branch. Not to mention they are rude and inconsiderate. Citibank has allowed XXXX to be wired from my account while I was on the phone with them responding to the many emails I received regarding this wire transfer, despite my diligence in calling to report the fraud prior and during this incident. What benefit is it to be with a bank that has a security measure set up that they don't honor? Then proceed to treat a long time customer as if I stole my own money. Furthermore, to carry on as if they could care less about the significant of the matter. I informed them it was not authorized and they still allowed my money to be removed out the account. I am a XXXX XXXX  with XXXX small children and I was saving the money up to put to purchasing a home. This situation has truly devastated my life and changed many things. They don't see nor care to consider how difficult it is to be going through something like this. Especially when security measure where in place and followed through and my money was still able to be removed out my account. What should have been a good catch or a close call turned into an unfortunate situation due to Citibank 's carelessness to protect their customers account properly. I am starting to believe rather than handling this situation effectively and timely they would rather stall me out to a point the investigation will close to avoid refunding me. I believe there are many others who bank with Citi who this may have happened to in one way or another. They might have experienced the stress and loneliness I feel going through this with Citi. I believe others should know they are not alone. Furthermore, living in a world were having a bank account is necessary people should be made aware of the banks they are trusting to securely hold/handle their money. Now upon reaching out to Citibank for update on my open investigation I found out they denied me. Their reason being I failed to protect my identity. However, I was never including in the investigation no statement taking from me etc. I feel this investigation was not completed appropriately because Citibank doesn't want to take accountability for allowing my money to be taking despite me telling them I didn't authorize any transactions.","date_sent_to_company":"2022-04-28T15:00:06.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"60619","tags":null,"has_narrative":true,"complaint_id":"5509700","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-04-28T14:51:41.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Citibank has allowed XXXX to be wired from my <em>account</em> <em>while</em> I was on the phone with them responding to the many emails I received regarding this wire transfer, despite my diligence in calling to report the fraud prior and during this incident. What benefit is it to be with a bank that has a <em>security</em> <em>measure</em> set up that they don't honor? Then proceed to treat a long time customer as if I stole my own money. Furthermore, to carry on as if they could care less about the significant of the matter."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[10.824661,"5509700"]},{"_index":"complaint-public-v1","_id":"20984371","_score":10.813527,"_source":{"product":"Credit card","complaint_what_happened":"I first became aware that an account was opened in my name without my knowledge due to the email notifications I was receiving. An account was opened through My synchrony bank at Mattress Firm for a credit card with a {$7500.00} mattress charged on it. I reached out to MySynchrony and was made aware the card was applied for in a town called XXXX, TX XXXX XXXX, Phone number : ( XXXX ) XXXX. Ive never been to Texas or inside a Mattress Firm store. I mailed them back the fraud investigation form they requested. \nA few days later I received an email about a payment being scheduled and made. At this point I received a credit card I DID NOT APPLY FOR in the mail the same day that I received the first claim review completed form. I called again asking how this has happened when I had a fraud claim opened. I was informed that the claim was denied the first time because I received the requested items. They also said someone called in and said they did buy that and they were me. I told them to re-open the investigation that this was not me. I made it a point to ask them three time to ensure the account was deactivated so nobody could do anything with the account while the fraud claim was happening. I asked for documentation the account had been deactivated in an email, and I was told they cant do that, but they would send me a letter in the mail. I never received that letter. \nI then received an email about the card being reported lost or stolen and a survey asking how the card replacement experience went. It was at this point I got XXXX ( an XXXX XXXX XXXX XXXX ) involved. I called again after this, asking why the card was able to be marked lost or stolen when its supposed to be deactivated right now while the fraud claim is happening. I was told that someone called in saying they were me, and they did purchase the mattress and apply for the credit card A SECOND TIME. I had them re-open the claim and asked for there to be an additional security measure put in place when it came to verifying my identity. XXXX said to give them some time to do their investigation. \nI received emails about a late/missed payment and received a letter in the mail saying my claim couldnt be approved because You have accepted responsibility for the charges. This was the third time I received an investigation review completed form with no resolution. I went ahead and filed a police report regarding the situation with my local authorities. They mentioned that since the crime technically didnt occur in my town, its not their jurisdiction, and they also advised filing a report with the XXXX Police Department XXXX \nXX/XX/XXXX XXXX and I called in and spoke to a XXXX. I noticed he didnt ask me for the secondary security measure I requested be provided to verify my identity. He stated the card had the same name and email address, but nothing else matched after previously saying everything had matched moments before. He stated there was nothing to do. I told him that was not satisfactory, and I needed to speak to a supervisor, and he said he was unable to do that and then that he was the supervisor, and then that he would put in a request for his manager to call me back. I called back again and they left me on hold for XXXX minutes leading me to believe they weren't coming back to the phone. \nI filed a report with the FTC. I filed a report with the XXXX Police dept. I placed a one year fraud alert on my credit report on XX/XX/XXXX. \nThe XXXX police investigator asked me to request the copy of the credit application and all document provided at the time of application to see if we can get to the bottom of the situation. \nI called back in and was informed there was no open fraudn investigation they saw three closed so we opened the fourth investigation. I was also informed I need to request the credit application in writing so I both faxed and mailed them a FCRA 609 ( e ) letter and the notice to furnishers FCRA section 623. On XX/XX/XXXX I recieved and email about the card being reported lost or stolen again leading my to believe the investigation was closed yet again I will say considering the first payment was made and I was told not all the information matches, I do think it may be a possibility there's another person with my same name and My Synchrony messed up something in their system. If that's not the case this is a very bad case of identity fraud and it is still MySynchrony 's job to do a thourough investigation and get to the bottom of what's going on.","date_sent_to_company":"2026-04-16T19:52:02.000Z","issue":"Getting a credit card","sub_product":"Store credit card","zip_code":"347XX","tags":null,"has_narrative":true,"complaint_id":"20984371","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-04-06T19:02:18.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I noticed he didnt ask me for the secondary <em>security</em> <em>measure</em> I requested be provided to verify my identity. He stated the card had the same name and email address, but nothing else matched after previously saying everything had matched moments before. He stated there was nothing to do."]},"sort":[10.813527,"20984371"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":124,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":124}]}},"product":{"doc_count":124,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":46,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":38},{"key":"Savings account","doc_count":5},{"key":"Other banking product or service","doc_count":2},{"key":"CD (Certificate of Deposit)","doc_count":1}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":32,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":12},{"key":"Mobile or digital wallet","doc_count":10},{"key":"Virtual currency","doc_count":8},{"key":"International money transfer","doc_count":2}]}},{"key":"Credit card or prepaid card","doc_count":14,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":11},{"key":"General-purpose prepaid card","doc_count":3}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":8,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":8}]}},{"key":"Credit card","doc_count":7,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":4},{"key":"Store credit card","doc_count":2}]}},{"key":"Debt collection","doc_count":7,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"I do not know","doc_count":4},{"key":"Credit card debt","doc_count":1},{"key":"Medical debt","doc_count":1},{"key":"Telecommunications debt","doc_count":1}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":4}]}},{"key":"Mortgage","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2}]}},{"key":"Vehicle loan or lease","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":2}]}},{"key":"Debt or credit management","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit repair services","doc_count":1}]}},{"key":"Prepaid card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Government benefit card","doc_count":1}]}}]}},"issue":{"doc_count":124,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Managing an account","doc_count":35,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem using a debit or ATM card","doc_count":14},{"key":"Deposits and withdrawals","doc_count":10},{"key":"Problem accessing account","doc_count":5},{"key":"Funds not handled or disbursed as instructed","doc_count":2},{"key":"Problem making or receiving payments","doc_count":2},{"key":"Banking errors","doc_count":1},{"key":"Fee problem","doc_count":1}]}},{"key":"Other transaction problem","doc_count":12,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Fraud or scam","doc_count":11,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Credit monitoring or identity theft protection services","doc_count":7,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Billing dispute for services","doc_count":4},{"key":"Didn't receive services that were advertised","doc_count":3}]}},{"key":"Incorrect information on your report","doc_count":5,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Information belongs to someone else","doc_count":3},{"key":"Account information incorrect","doc_count":1},{"key":"Old information reappears or never goes away","doc_count":1}]}},{"key":"Problem with a lender or other company charging your account","doc_count":5,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Transaction was not authorized","doc_count":4},{"key":"Can't stop withdrawals from your account","doc_count":1}]}},{"key":"Problem with a purchase shown on your statement","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card was charged for something you did not purchase with the card","doc_count":2},{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":2}]}},{"key":"Trouble accessing funds in your mobile or digital wallet","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Written notification about debt","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Didn't receive notice of right to dispute","doc_count":3},{"key":"Didn't receive enough information to verify debt","doc_count":1}]}},{"key":"Closing an account","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Can't close your account","doc_count":1},{"key":"Company closed your account","doc_count":1},{"key":"Funds not received from closed account","doc_count":1}]}},{"key":"Closing your account","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company closed your account","doc_count":2},{"key":"Can't close your account","doc_count":1}]}},{"key":"Problem with a purchase or transfer","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card company isn't resolving a dispute about a purchase or transfer","doc_count":2},{"key":"Charged for a purchase or transfer you did not make with the card","doc_count":1}]}},{"key":"Attempts to collect debt not owed","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Debt is not yours","doc_count":1},{"key":"Debt was result of identity theft","doc_count":1}]}},{"key":"Getting a credit card","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card opened without my consent or knowledge","doc_count":2}]}},{"key":"Improper use of your report","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Reporting company used your report improperly","doc_count":2}]}},{"key":"Other service problem","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem caused by your funds being low","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Bounced checks or returned payments","doc_count":1},{"key":"Late or other fees","doc_count":1}]}},{"key":"Problem when making payments","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem during payment process","doc_count":1},{"key":"You never received your bill or did not know a payment was due","doc_count":1}]}},{"key":"Problem with a credit reporting company's investigation into an existing problem","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Their investigation did not fix an error on your report","doc_count":1},{"key":"Was not notified of investigation status or results","doc_count":1}]}},{"key":"Trouble using your card","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Can't use card to make purchases","doc_count":2}]}},{"key":"Charged upfront or unexpected fees","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"False statements or representation","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Attempted to collect wrong amount","doc_count":1}]}},{"key":"Getting a loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan opened without my consent or knowledge","doc_count":1}]}},{"key":"Identity theft / Fraud / Embezzlement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Managing the loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Billing problem","doc_count":1}]}},{"key":"Money was not available when promised","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Opening an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Account opened without my consent or knowledge","doc_count":1}]}},{"key":"Overdraft, savings, or rewards features","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem adding money","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Struggling to pay mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Trouble during payment process","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Paying off the loan","doc_count":1}]}},{"key":"Trouble using the card","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble using the card to spend money in a store or online","doc_count":1}]}}]}},"timely":{"doc_count":124,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":124}]}},"company_response":{"doc_count":124,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":91},{"key":"Closed with non-monetary relief","doc_count":18},{"key":"Closed with monetary relief","doc_count":15}]}},"submitted_via":{"doc_count":124,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":124}]}},"company":{"doc_count":124,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":15},{"key":"WELLS FARGO & COMPANY","doc_count":13},{"key":"CITIBANK, N.A.","doc_count":8},{"key":"Experian Information Solutions Inc.","doc_count":6},{"key":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","doc_count":6},{"key":"Block, Inc.","doc_count":5},{"key":"Coinbase, Inc.","doc_count":5},{"key":"JPMORGAN CHASE & CO.","doc_count":5},{"key":"CAPITAL ONE FINANCIAL CORPORATION","doc_count":4},{"key":"AMERICAN EXPRESS COMPANY","doc_count":3},{"key":"DISCOVER BANK","doc_count":3},{"key":"EQUIFAX, INC.","doc_count":3},{"key":"NAVY FEDERAL CREDIT UNION","doc_count":3},{"key":"PNC Bank N.A.","doc_count":3},{"key":"Paypal Holdings, Inc","doc_count":3},{"key":"UNITED SERVICES AUTOMOBILE ASSOCIATION","doc_count":3},{"key":"BARCLAYS BANK DELAWARE","doc_count":2},{"key":"Comerica","doc_count":2},{"key":"GOLDMAN SACHS BANK USA","doc_count":2},{"key":"TD BANK US HOLDING COMPANY","doc_count":2},{"key":"U.S. BANCORP","doc_count":2},{"key":"ALLY FINANCIAL INC.","doc_count":1},{"key":"ARVEST BANK GROUP, INC.","doc_count":1},{"key":"Atlantic Union Bankshares, Inc.","doc_count":1},{"key":"CITIZENS FINANCIAL GROUP, INC.","doc_count":1},{"key":"ENCORE CAPITAL GROUP INC.","doc_count":1},{"key":"FIFTH THIRD FINANCIAL CORPORATION","doc_count":1},{"key":"FIRST MERCHANTS CORPORATION","doc_count":1},{"key":"Groundfloor Finance Inc.","doc_count":1},{"key":"Indie Technology DBA Found","doc_count":1},{"key":"KEYCORP","doc_count":1},{"key":"MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC","doc_count":1},{"key":"Oliphant United, Inc.","doc_count":1},{"key":"Overton, Russell, Doerr and Donovan, LLP","doc_count":1},{"key":"PEOPLE'S UNITED BANK, NATIONAL ASSOCIATION","doc_count":1},{"key":"Payward Ventures Inc. dba Kraken","doc_count":1},{"key":"Porsche Financial Services, Inc.","doc_count":1},{"key":"RANDOLPH-BROOKS FEDERAL CREDIT UNION","doc_count":1},{"key":"ROBINHOOD MARKETS INC.","doc_count":1},{"key":"Remitly, Inc.","doc_count":1},{"key":"Ria Envia, LLC","doc_count":1},{"key":"SLM CORPORATION","doc_count":1},{"key":"SUNTRUST BANKS, INC.","doc_count":1},{"key":"SYNCHRONY FINANCIAL","doc_count":1},{"key":"Self Financial Inc.","doc_count":1},{"key":"TRUIST FINANCIAL CORPORATION","doc_count":1},{"key":"Winklevoss Exchange LLC","doc_count":1}]}},"state":{"doc_count":124,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"FL","doc_count":21},{"key":"CA","doc_count":14},{"key":"MD","doc_count":9},{"key":"TX","doc_count":8},{"key":"GA","doc_count":7},{"key":"NY","doc_count":7},{"key":"VA","doc_count":5},{"key":"CO","doc_count":4},{"key":"CT","doc_count":4},{"key":"IL","doc_count":4},{"key":"MA","doc_count":4},{"key":"KY","doc_count":3},{"key":"WA","doc_count":3},{"key":"WI","doc_count":3},{"key":"MO","doc_count":2},{"key":"NJ","doc_count":2},{"key":"OH","doc_count":2},{"key":"PA","doc_count":2},{"key":"SC","doc_count":2},{"key":"TN","doc_count":2},{"key":"AL","doc_count":1},{"key":"AR","doc_count":1},{"key":"DC","doc_count":1},{"key":"HI","doc_count":1},{"key":"IA","doc_count":1},{"key":"ID","doc_count":1},{"key":"LA","doc_count":1},{"key":"ME","doc_count":1},{"key":"MI","doc_count":1},{"key":"MN","doc_count":1},{"key":"NC","doc_count":1},{"key":"NV","doc_count":1},{"key":"OK","doc_count":1},{"key":"OR","doc_count":1},{"key":"WY","doc_count":1}]}},"company_public_response":{"doc_count":124,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":58},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":5},{"key":"Company believes complaint is the result of an isolated error","doc_count":1},{"key":"Company chooses not to provide a public response","doc_count":1}]}},"tags":{"doc_count":124,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":9},{"key":"Servicemember","doc_count":9},{"key":"Older American, Servicemember","doc_count":2}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{"2":[10.813527,"20984371"],"3":[9.116037,"13451231"],"4":[7.402435,"8940390"],"5":[5.459198,"8261432"]}}}