{"took":195,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":19,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"9459947","_score":18.471983,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I had added money on to my PayPal account on XX/XX/year> and been having issues using my money as well as withdrawing my money. I was told the system activated a restriction on to my account due to me updating information on my PayPal account which at first I did understand that there are security measures that needed to be taken to ensure my money is safe so I was told to try 24 hours later now the following day I did and it kept declining my withdrawal transfer to my debit card for whatever unknown reasons so I call and they informed me the system activated another restriction on my account. So PayPal representative asks me a few questions to try and get me verified which for one none of the questions had anything to do with me and each time I call it's always the same verification question now 2 representatives said they couldn't verify me but one said he did. What I don't understand is how the other 2 couldn't verify me but one did with the same exact questions now Ive been frustrated because I really do need my funds I've asked multiple times what else other than there security questions could I do to verify I'm me and all they say that there is nothing else what i don't understand is how they can put a restriction on my money for so long with other options to get verified then they are doing unauthorized charges to my debit card that I never authorized them to do and they said they need to verify my card. I never gave them permission to charge my card and they're are holding my money when I've asked numerous times to release and they are not helping or listening to me please help resolve this thank you","date_sent_to_company":"2024-07-09T23:51:36.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"91331","tags":null,"has_narrative":true,"complaint_id":"9459947","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-07-09T23:19:54.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was told the system <em>activated</em> a restriction on to my account due to me updating information on my PayPal account which at first I did understand that there are <em>security</em> <em>measures</em> that needed to be taken to ensure my money is safe so I was told to try 24 hours later now the following day I did and it kept declining my withdrawal transfer to my debit card for whatever unknown reasons so I call and they informed me the system <em>activated</em> another restriction on my account."]},"sort":[18.471983,"9459947"]},{"_index":"complaint-public-v1","_id":"2853842","_score":15.958111,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello, Thank you for taking the time to help resolve my issue. My most recent issue with my Citi accounts started when I was attempting to pay the merchant XXXX. The merchant payment was being held by Citi, after repeated calls and many hours spent Citi cleared my card for use. However, by now the merchants security measures had activated and I could no longer make the payment.\n\nI then proceeded to log in to my online portal and activate virtual account numbers for my advantage gold. There was a technical issue that prevented me from completing the process without additional assistance. One more call to Citi technical support and another hour ; the kind representative helped me set up virtual account numbers on my gold card. After troubleshooting the outdated flash interface on the virtual account numbers page we opt for using the downloadable executable to my computer. Everything seems to be working well and we conclude the call.\n\nSome hours later I launch the local desktop program in my computer, log in and generate a virtual number. Please keep in mind that throughout this ordeal I've been exclusively dealing and asking for help with my gold advantage card. Once the virtual number is generated I fill the details on the merchant site and execute the charge.\n\nIt went through! Success I think.\n\nFast forward to several more hours later, it occurs to me that I've only had issues with Citi in my short membership as a new customer ; I should probably check my account to make sure the charge posted ...\n\nIt did post but to the wrong credit card, [ sigh ] ... The charge was supposed to go to the gold card and not to my Platinum. I frantically launch the program in my computer again log in and check for an option to select a different credit card, but there is none. I think, \" I specifically requested virtual account numbers on my gold card, there must be a mistake! '' Once more, I make a call to technical support and the representative tells me that there is nothing they can do. She mentions the outdated online flash portal has a selector for the credit card, something that is absent from the locally run computer program.\n\nI feel like I'm just running around in circles now. I can't use the products I was offered and when I can use them properly they don't work adequately. This truly goes beyond what any bank could reasonably expect their customers to do to get something done. It makes me feel like it's intentionally difficult to cause confusion for customers.","date_sent_to_company":"2018-03-25T19:43:39.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"922XX","tags":null,"has_narrative":true,"complaint_id":"2853842","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-03-25T19:15:24.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["However, by now the merchants <em>security</em> <em>measures</em> had <em>activated</em> and I <em>could</em> no <em>longer</em> make the payment.\n\nI then proceeded to log in to my online portal and <em>activate</em> virtual account numbers for my advantage gold. There was a technical issue that prevented me from completing the process without additional assistance. One more call to Citi technical support and another hour ; the kind representative helped me set up virtual account numbers on my gold card."]},"sort":[15.958111,"2853842"]},{"_index":"complaint-public-v1","_id":"3075236","_score":15.530682,"_source":{"product":"Checking or savings account","complaint_what_happened":"I address to you at this opportunity in order to request the following : opened an account from XXXX in the XXXX XXXX XXXX, Client Number XXXX XXXX, which had an office in the City of XXXX , XXXX . \nThis bank closed its facilities and sent Bank representatives to XXXX who said that her account had passed to XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX, with the same account number. The Account was managed from XXXX which evidences the existence of the account and the address which In the last quarter of XXXX, my client was informed that XXXX  XXXX XXXX XXXX  XXXX ( XXXX ) XXXX, was no longer going to operate and that her account would be transferred to HSBC BANK USA. On XXXX, my client receives a notification to her son 's email which is : XXXX which said that she had to sign the master deposit On XXXX HSBC BANK USA, opens the account Number in my name, having been present to provide any security data for the Bank. \nOn XXXX, my client received an email from HSBC BANK USA to send the transfer instructions. On XXXX in the same an email receives instructions to close the account i had in The In order to expand the information about it, to which he received no response. By the time the account still could not be used. \nOn XXXX and XXXX, i sent an email requesting information for the account for not having received any type of communication. On XXXX my client sends an email in which i indicates that i wants to travel very soon in order to fix the situation in that financial institution. On XXXX i receives a communication stating that after so much time, i must inform in advance what day they will be in the city to make an appointment. On XXXX i receives an email in which is instructed to contact the Bank ; due to the situation of the country in XXXX, it is almost impossible to communicate with the United States and, as we have already stated, when they called to request authorization for a card or account to be paid, they did not respond and the account could not be activated. i thought it was the same .On XXXX an email was sent stating the following : \" Good afternoon, sorry I did not answer you before. I do not have the pleasure of meeting you since the contact I have had has been with Mrs. XXXX and I made arrangements with her to make a personal visit to fix our situation ( my mothers and mine ) before this prestigious banking institution, but our visit has been delayed. I am at your disposal for what you need. My phone numbers : home and cell \". \nThe email was underlined and bold as the example above. As seen in the email, by this date, it had been impossible to use the bank account in HSBC BANK USA. And the account had been having movements, the money had been withdrawn through ATMs, checks, etc. and they never notified my client, instead they kept silent. \nOn XXXX i received an email from XXXX XXXX XXXX XXXX, Premier Relationship Manager, who said they could be calm knowing that their accounts were in good hands, as it should be, because when someone has an account in a bank, it is for the security that this provides in the custody of the money ( attachment marked \" O '' ). \nOn XXXX they sent an email in which they said the following : \" I take the opportunity to consult you if you are the person in charge of my account, since I had always had contact with Mrs. XXXX and I would be interested in getting in touch as I am trying to schedule a flight to update my account and know which branch to go. ( ... ) I await for your response, thank you. \" In this email they point out that they are going to update the account, which they had not done until this date and they could not use the money. They obtained the following answer : ( ... ) \" If you are around here, please stop by. I'm located on the same office, the XXXX one. Happy birthday again = ) ( ... ) \". \nNever did they tell her that the account was active, or that the money was being moved, or anything like that. ( attachment marked \" P '' ). \nOn Monday XXXX, XXXX AM i sent an email that says the following : ( ... ) \" To : XXXX ; Good morning, I need to talk with you I have called your phone number that appears in your email and I have not had been able to connect with you, please when you can send me a number where I can contact you, Thank you, Mobile phone \". \nIt should be noted that the communication my with HSBC BANK USA, always was from the an email .com, and the phone number indicated for contact Mobile phone. \nIn view of not having been able to communicate with HSBC BANK USA, and in order to update her account, meaning in order to move and use my money, on XX/XX/XXXX, i went to the offices of HSBC BANK USA, located in XXXX ; i found out that what i had not been able to do for years ( which was to activate my account, until she personally went to the Bank 's offices ) someone had done it already, either inside or outside the bank and my account was in negative balance. \nNow, in summary, the situation is that her account comes from the XXXX XXXX XXXX, Client NumberXXXX, which had an office in the City of XXXX, XXXX. As this bank closed, the account passed to XXXX XXXX XXXX XXXX  XXXX ( XXXX ) XXXX, which my client always managed from XXXX. i was never in the offices of HSBC BANK USA, located in XXXX, or any other office of that institution in order to personally appear and provide the information required to use the account. It should be noted that whenever i called the HSBC BANK USA Offices, located in XXXX, she was told to go personally in order to identify myself and fill thenecessary steps to activate the account. \nNot only the account had been used, but they had also changed the an email, address and telephone number and that the money had disappeared, and that we must wait for a mail from the bank to make the report, which we received on XX/XX/XXXX. \nThis mail indicated as address XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX, which is not and has never been her address. The address is in XXXX,, as indicated by the XXXX XXXX XXXX  account statements, Client Number - XXXX, and XXXX XXXX XXXX XXXX   XXXX ( XXXX ) XXXX. \nAccording to what is evidenced by the XXXX  and XXXX passports my i never traveled to the United States or to XXXX, nor to any other country ; which is why she could not have been in the Bank 's offices to change the email, address and telephone number. i was never in any office to fill out the forms and sign them, we do not know how they activated the account, they delivered a card and they opened a current account and they issued a checkbook. \nWhen i personally showed up at the Bank, they did not give my the account statements even though i had proved my identity, they did not give my information on how, when and where the account was activated. The address being used by the bank was XXXX XXXX, a shipping service. \nOn XX/XX/XXXX, i went to the offices of HSBC BANK USA, located in XXXX, with the purpose of delivering a mail regarding the account Number ; in which she requested information on why her account was activated, if i had always been told when she communicated with the Bank 's Executives that until i personally addressed the Bank 's Offices, i could not use the Account, and that someone had done it, either inside or outside the bank and that my account was in negative balance. \ni noted the following : \" ( ... ) I still have not received an answer for these questions : how did they activate the account, issued a card and checks? I personally, despite having identified myself, did not receive information on how, when and where was the account activated. \nI request the refund of the money of the transactions done with debit card from the XX/XX/XXXX to the XX/XX/XXXX and the refund of the money paid by the bank for the checks : XXXX for an amount of {$8300.00}, XX/XX/XXXX XXXX for an amount of {$7800.00}, XX/XX/XXXX XXXX for an amount of {$9200.00}, XX/XX/XXXX XXXX for an amount of {$9000.00}, XX/XX/XXXX XXXX for an amount of {$7500.00}, XX/XX/XXXX XXXX in the amount of {$8000.00} XX/XX/XXXX XXXX for an amount of {$9500.00} XX/XX/XXXX and XXXX for an amount of {$8500.00} XX/XX/XXXX These checks were paid by the Bank between XX/XX/XXXX and XX/XX/XXXX. \nSo : 1. My account was never activated, 2. I never received a checkbook to use it since they told me that I should fix my situation in the Bank Offices and for that I had to personally go to the HSBC XXXX Office ; which I did not do until XX/XX/XXXX I see with extreme concern the ease with which they could use my debit card and checkbook and as in a month with checks over {$5000.00}, totaling {$67000.00}, the Bank allowed the payment of them, even when the account was inactive for a long time. I also request the refund of transactions identified as PAYMENT XXXX XXXX-CASH FOR THE AMOUNTS OF {$7500.00} and {$9800.00} DATED XXXX AND XXXX. For the reasons indicated above. \nOn XXXX XXXX I made a report to XXXX Police Department case number XXXX. \nHow is it possible that an account that was inactive for more than nine ( 9 ) years, for not having been opened according to the Bank 's requirements, had in one month transactions for more than XXXX XXXX AND XXXX XXXX DOLLARS ( {$150000.00} ), WITHOUT YOU BLOCKING AND TAKING THE CORRESPONDING SECURITY MEASURES? \nYou as custodians of my money must guarantee to me even the last dollar that was deposited in my Account, because you were in the obligation to take care of it and have all the necessary means to activate the account and so you let me know when, on repeated occasions, you indicated me that to activate it, I had to go to the Bank 's offices in XXXX to fill out the forms and sign. I believe that you should do a thorough investigation of this situation as this generates me little credibility in the bank, and you should respond for my money and for all the damages and losses that this has caused me. \nI do not recognize any transaction, deposit or transfer that had been made, in any way, in my account, either by debit card, check or any form of withdrawal that had been used, and I request the refund of all transaction which could never have been made by me, since never did I go to the Bank 's offices to sign any form, nor did I change address, an email or telephone, and they were charged to my account ( ... ) \". \nNotably, the HSBC IN XXXX ; acknowledged that there was a banking fraud and reversed the consumptions made with the debit card from XX/XX/XXXX to XX/XX/XXXX ( attachment marked \" T '' ). Even though in emails sent on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( attachment marked \" T '' ) i continues to demand the refund of the money, on XX/XX/XXXX, XXXX a.m. i finally obtained an answer : ( ... ) \" Denying the claim of the fraudulent check since too many days have passed ( months ). There is no other instance where to scale the case. All departments say you took too long to start the claim. I know that this is not the information that you are waiting for and if there was someone to continue talking with, we would connect you with that person ( ... ) \". \nTo which i responds on XX/XX/XXXX asking if they made an administrative investigation within the Bank, because of the strangeness of the situation. \nFrom which she received as an answer : \" ( ... ) Before the fraud happened, the account was not \" closed '' as you thought. An account can not be closed if it has funds inside. What I think happened when you called the branch to get information, is that we are not allowed to give information by phone at the branch level when we have not met the client personally. \nFor example, if you had called me a year ago to ask for information about the account, I would have said \" Mr. XXXX, since we do not know you personally yet, you should call customer service to get information about your account '' What I want you to understand is that this account was always open, and all the fraud was done by someone who called customer service, and knew the responses and answered all of your mom 's personal questions correctly ( ... ) \".\n\nI wonder what personal questions, if there was never an opportunity to create them. \nOn XX/XX/XXXX i sent an email again indicating that although the account was open, it could not be used, until the owner appeared personally to provide the data and to create a password, a user and some security questions that would let you know that this is the account holder. I told them that it was really an odyssey at that time to accessmy account with the multiple requirements of the bank as we know, because we just went through that, to be able to access the account online despite having attended the XXXX XXXX and to have your wonderful collaboration, it was quite difficult, because we had to request access to you. \nLater we had to wait for a password that would arrive by an email, a key that would reach the indicated cell phone and after we placed those passwords we had to wait for the Bank 's security to allow us to enter, the question is : did the Bank conduct the administrative investigation, with the purpose of knowing how these procedures were done in order to activate the account? Where was the information stolen in order to change the email and the telephone number to which the account was associated? If the owner never showed up at the XXXX  to identify myrself and activate the account with all the security mechanisms that you have. \nIf an investigation ha been made I would like you to tell me what the result was and the number of it. If they have support on how and what were the security data that was provided for the account in question. \nI subsequently sent an email on XX/XX/XXXX and XX/XX/XXXX until he received the reply that they could not resolve anything and at never conducted an administrative investigation in order to determine the bank 's responsibility I request your good offices to open the investigation of the case, to determine if there was bank fraud and the responsibility of HSBC Bank USA, N.A., in the same, or negligence of the institution to allow the use of the account, since even though that financial institution acknowledged that there was banking fraud, because it returned to my client the transactions made with debit cards XX/XX/XXXX until XX/XX/XXXX ; they do not recognize the rest of the consumptions made with the debit and checkbook card ; as in a month with checks over {$7000.00}, totaling $ XXXX.The Bank allowed the payment of these, even though the account was inactive for a long time, in addition to transactions identified as : PAYMENT XXXX XXXX-CASH FOR THE AMOUNTS OF {$7500.00} and {$9800.00} DATED XXXX AND XXXX XXXX. \nFor a month the Bank allowed the use of an inactive account with transactions without blocking the account or requiring the presence of the account holder in the Bank 's offices in order to identify and recognize the transactions, and allowed the change of address, email and telephone number. The only true data that they had of my client, without demanding the physical presence and identification of her, they approved the change of all the data without confirming said data with the only thing they had as a form ofcommunication which was the email address. \nHow is it possible that an account that was inactive for more than nine ( 9 ) years, for not having been opened according to the requirements of the Bank and demanding the presence of the holder of the same had in one month used more than XXXX XXXX XXXX XXXX DOLLARS ( {$150000.00} ), WITHOUT HSBC Bank USA, N.A. HAVE ITBLOCKED AND TAKEN THE CORRESPONDING SECURITY MEASURES? \nIt is really strange that this has happened without the participation of people from the same Bank, since normally when an account does not have regular movements and suddenly begins to have them, the Financial Institutions block them and invite the client to personally go to the Bank. As indicated by my in one of my emails : \" ( ... ) because we just went through that, to be able to access the account online despite having attended the XXXX XXXX and having the collaboration of the account executive, it was quite difficult, because we had to request the access, then had to wait for a key that would arrive by an email and a key that would reach the indicated cell phone and after these keys were placed we had to wait for the Bank 's security to allow us to enter, ''. \nThe question is whether the Bank conducted the administrative investigation, with the purpose of knowing how these procedures were done in order to activate the account, from where the information was subtracted to be able to change the an email and the telephone number to which the account was associated? If the owner never showed up at the XXXX to identify myself and activate the account with all the security mechanisms that you have. If an inquiry has been done, I would like you to tell me what the result was and the number of it. If they have support on how and what were the security data that was provided for the mentioned account. \nI believe that a thorough investigation of this situation should be done, the Bank must be accountable for the money of my, which totals {$67000.00} in checks, the Bank allowed the payment of the same, even though the account was inactive for a long time, also transactions identified as : PAYMENT XXXX XXXX-CASH FOR THE AMOUNTS OF {$7500.00} and {$9800.00} dated XXXX and XXXX. {$17000.00}, transactions of debitcards over {$50000.00} and for all the damages and losses that this situation has caused. I respectfully request that this document be processed according to law.","date_sent_to_company":"2018-11-15T12:01:45.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":"Older American","has_narrative":true,"complaint_id":"3075236","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2018-11-15T11:11:37.000Z","state":null,"company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["How is it possible that an account that was inactive for more than nine ( 9 ) years, for not having been opened according to the Bank 's requirements, had in one month transactions for more than XXXX XXXX AND XXXX XXXX DOLLARS ( {$150000.00} ), WITHOUT YOU BLOCKING AND TAKING THE CORRESPONDING <em>SECURITY</em> <em>MEASURES</em>?"]},"sort":[15.530682,"3075236"]},{"_index":"complaint-public-v1","_id":"2776457","_score":14.7317705,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"1 ) Bank of America customer service personnel, including two managers, could not provide me with an address where I could write to dispute charges, as is required by the Fair Credit Billing Act.\n\n2 ) BOAs security measures are ridiculously awful.\n\n3 ) BOA is making it unreasonably difficult for me to dispute fraudulent charges. \n\nBOA sent me a new credit card with a different number because of potential unauthorized access on my previous card. I activated the new card and shredded and threw out the old card. \n\nOn my last statement for the old card, I noticed 14 fraudulent charges from XX/XX/XXXX-XX/XX/XXXX for XXXX XXXX. I immediately tried calling BOA via the number on the back of the ( new ) card. As there was an hour+ wait, I decided to try calling back later, which I did, later that night. \n\nBefore that call, I logged in to my online account and got a different phone number to call for the fraud department. The first customer service person I spoke to was unable to assist me because I refused to provide a cell phone number for him to text me to confirm my identity. As there is no cell phone number currently associated with my account, I fail to see how providing a new phone number in any way can confirm my identity. I was calling from my home number, which is the phone number associated with the account. \n\nI then tried to dispute the charges through my online account. It would only let me select one of the XXXX charges ( which meant I would need to go through the dispute process 14 separate times ). However, when I selected the dispute option that I did not authorize the charge, I got an error message telling me that I needed to call a customer service number for assistance, so I could n't dispute the charges at all. When I called that number, I was given a recording that the customer service agents are only available at certain times Mon-Fri and on Sat and it was currently closed. \n\nSo, I tried calling back on the fraud line. This time, I verified the number of my new account and the three digit security code on the back of the new card ( since I no longer had the card associated with the old account ). However, this customer service representative was unable to assist me because I refused to provide him with my password for my online account. Customer service representatives should not have access to every customers password. I asked him for the address where I could send a written dispute, since I could not be helped by phone or online, and he said that there wasnt an address. \n\nHe eventually transferred me to his supervisor. His supervisor also told me that she did not have an address where I could write to dispute charges. She checked with her supervisor, who also did not have an address where I could write to dispute charges. None of them had ever heard of the Fair Credit Billing Act. Her suggestion of how I could dispute fraudulent charges was for me to go to the nearest Bank of America bank and bring two forms of ID. Once the bank confirmed my identity, the bank would call the fraud department. \n\nIt 's difficult for me to believe that BOA needs such strenuous \" security '' in order to stop people from falsely challenging charges on someone else 's credit card. Instead, the system seems to be set up to make it difficult for someone with a statement ( and the reference number for each charge ) to challenge fraudulent charges.","date_sent_to_company":"2018-01-09T06:21:12.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"97229","tags":null,"has_narrative":true,"complaint_id":"2776457","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-01-09T06:08:52.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["1 ) Bank of America customer service personnel, including two managers, <em>could</em> not provide me with an address where I <em>could</em> write to dispute charges, as is required by the Fair Credit Billing Act.\n\n2 ) BOAs <em>security</em> <em>measures</em> are ridiculously awful.\n\n3 ) BOA is making it unreasonably difficult for me to dispute fraudulent charges. \n\nBOA sent me a new credit card with a different number because of potential unauthorized access on my previous card."]},"sort":[14.7317705,"2776457"]},{"_index":"complaint-public-v1","_id":"3435446","_score":14.597909,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On or about XX/XX/19 I received an automated message on my voicemail from citibank stating that a piece of mail they sent to me had been returned to them and to call them back. I called the number on the back of my card and spoke to XXXX. She said the returned item was a statement, although she confirmed the address on file was the correct address, which had not changed, and said she would send a copy of the statement ( \" Issue 1 '' ). I note that this card had only been activated on XX/XX/19 ( although the account has been active for many years and the address has never changed ). \n\nDuring the call XXXX provided me with information about the charges on the statement ( two purchases that we made, and a charge and corresponding credit of XXXX from a \" XXXX  '' ). I notified her that I did not authorize the XXXX  item and did not know any details of it. She explained it was from a hotel or casino in NV and was manually entered at a front desk. I explained I had not been to NV or ordered any item from NV or anywhere else - I had only used the card at XXXX for 2 charges on the same day ( \" Issue 2 '' ). I told her I wanted to dispute the charge even though it was credited back because it was unauthorized. She said she would report it as fraud and have a new card with a new number issued. She also said I would get correspondence from citibank explaining how the fraudulent charge was placed on the account. \n\nLater that day, I received in the mail the purportedly returned statement, so clearly the statement was not the item returned to citibank. Since the account had not been used for years, there were no other statements. The statement was in accord with the information XXXX provided. To find out what the returned item was ( since it could be a legal notice ), I called citibank again and spoke with XXXX. She confirmed that the automated call couldn't have been regarding the statement, said she would have it investigated and I would receive written correspondence explaining which document was returned to citibank. \n\nAs of XX/XX/19 I had received no communication of any type regarding Issue 1 (  except the replacement card ) or Issue 2 ( except the copy of the statement that I did receive ), but not the report on the fraud issue or the nature of the actual returned mail piece, so I called citibank again. After more than 30 minutes and having to repeat multiple security questions 4 times, and having to repeat the above issue description even more times as my description was repeatedly mischaracterised, I was told I will receive no further information as to how an unauthorized purchase was suspiciously placed on a long dormant but recently activated card, or what mail piece was returned to citibank. I was told that citibank systems indicated the automated call, but not the nature of the subject document. \n\nIt would appear to me from this experience that citibank 's security measures are lax, customer service training deficient, and computer and telephone systems archaic and that therefore citibank 's operations merit closer supervision. \n\nThese issues ( Issue 1 and Issue 2 ) are important to defend against Identity Theft.","date_sent_to_company":"2019-11-12T08:06:41.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"19810","tags":null,"has_narrative":true,"complaint_id":"3435446","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2019-11-12T02:04:31.000Z","state":"DE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["After more than 30 minutes and having to repeat multiple <em>security</em> questions 4 times, and having to repeat the above issue description even more times as my description was repeatedly mischaracterised, I was told I will receive no further information as to how an unauthorized purchase was suspiciously placed on a <em>long</em> dormant but recently <em>activated</em> card, or what mail piece was returned to citibank."]},"sort":[14.597909,"3435446"]},{"_index":"complaint-public-v1","_id":"13128610","_score":13.386217,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/year> my phone was lost between XXXX and XXXX. I reported the device as being lost at XXXX which at that time the line was suspended/turned off. At XXXX someone made a payment to an individual that I don't know, my phone was turned back on at XXXX but XXXX wasn't activated until XXXX. I was finally able to access my account and messaged Cash App support and gave the advocate the information they asked for which was given at XXXX, at XXXX the advocate informed me that they had removed all of my banking information from the app. The information that I gave had the name of the device that was lost/stolen. I was able to change my pin XXXX  several times, but whoever had my device was also able to somehow change my pin after the fact of me telling the advocate that the device was lost and that I didn't have access to the device. Money was then transferred from my savings to my cash balance at around XXXX which was XXXX minutes after the Cash App Advocate removed my banking and debit card information. I was not able to remove the device from my account because Cash App said that removal was not authorized by me on the current device I was on. A payment of {$1000.00} was declined at XXXX but a transaction for {$500.00} went through at XXXX which was to XXXX XXXXXXXX XXXX XXXX Because it was after hours I was not able to file a dispute/complaint until the next morning. When I filed the dispute/complaint, the advocate didn't take the time out to remove the device or even lock my entire account. Still having limited access to my account due to security concerns, XX/XX/year> someone gained access to my account through the device and money was moved from my savings to my cash balance and all of it was paid using a pin, but the pin was changed shortly before moving the funds because of course they still had access to the lost phone which was around XXXX. There was an {$1100.00} and {$1000.00} payment to someone named XXXX XXXX. I filed several disputes against the payments and was denied because the people were using a pin due to them having access to the lost device and I did appeal each dispute, which I no longer have access to because today, XX/XX/year> Cash App closed my account due to activities that go against their policy, but I have no idea why because I don't have access to the account anymore and I did have a total of XXXX open disputes that Cash App said are no longer available. I feel like the way Cash App handled the situation could have been handled differently if they would have removed the device from my account at the same time they removed my banking information and any transactions made from that device should have been declined or even locked my whole account. If I'm entrusting this app to keep my finances safe while using Cash App, then Cash App should have taken better measures in keeping my funds safe. My account could have been locked until more information was received, especially when I sent several chats with my concerns. If I'm not able to get the amount back from the first unauthorized transaction I'm perfectly fine with that, but as far as the transactions that were made after I reported to Cash App that the device was lost, I should be entitled to get back because I took the steps and initiative to report it prior to the latter transactions. Please see attached of screenshots that shows the timeline of everything that occurred. Keep in mind, I'm assuming due to security protocols I was limited on what I could do from my new device, especially considering the people had access to the lost device that wasn't removed.","date_sent_to_company":"2025-04-22T20:17:50.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"89107","tags":null,"has_narrative":true,"complaint_id":"13128610","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-04-22T19:43:52.000Z","state":"NV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Keep in mind, I'm assuming due to <em>security</em> protocols I was limited on what I <em>could</em> do from my new device, especially considering the people had access to the lost device that wasn't removed."]},"sort":[13.386217,"13128610"]},{"_index":"complaint-public-v1","_id":"6126330","_score":12.921799,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XXXX, I applied for and received an Ann Taylor branded MasterCard through Comenity Bank. While this card can be used anywhere, as it is a MasterCard, I use it rarely, keep the balance paid off, and only use it at Ann Taylor stores. \n\nDuring XXXX or XXXX of XXXX, someone unknown to me contacted Comenity and was able to have a duplicate MasterCard with the exact same credit card number issued to them in XXXX. \n\nOn XX/XX/XXXX, I received the following text message : Alert : Ann Taylor Pending charge for {$420.00} on XX/XX/XXXX XXXX XXXX at XXXX XXXX XXXXXXXX XXXX for Mastercard card ending in XXXX. For help reply HELP. To stop reply STOP. \n\nI contacted Comenity immediately to try to put a stop to the charge. I was sitting in my house in Washington State when I received the text. Not in XXXX. Unfortunately, due to horrible customer service issues, by the time I reached the fraud department ( an hour long wait ), the charges had been approved. I filed a formal fraud report with Comenity, advising someone used my account fraudulently. \n\nI asked how my address could have been changed. They had no answer. To change an address, only a few data points are required, and these are data points anyone can find in many public records. Last four of SSN, name on account and zip code. They do not ask for a secret password or answer to a security question. Comenity does not engage in good security procedures. \n\nOn XX/XX/XXXX, Comenity issued a billing statement to me, advising my balance is {$420.00} and that I need to pay a minimum payment of {$30.00}, due by XX/XX/XXXX. Mind you, my card has had a XXXX balance since the end of XX/XX/XXXX. The balance on the card is the one I reported as fraudulent. Are they allowed to bill me for this? How is this legal? I can prove I haven't been to XXXX and wasn't in XXXX buying gas on the day this charge happened. My employer and my children 's school can also validate I was in the State of Washington in the date of this charge. \n\nOn XX/XX/XXXX my newly reissued, soon to arrive in the mail, MasterCard was unlocked by someone unknown to me, and a digital card was issued. I had not even received the physical copy of the card or activated it. I relocked the card. I changed the password on the account. \n\nToday, XX/XX/XXXX, I learned I was locked out of the account online. The unknown fraudster had changed the password, and Comenity NEVER fixed the mailing address back to my address, so I was left unable to self service the account. The fraudster simply went online, entered my user name, their zip code ( as Comenity didn't correct it ) and the last four of my SSN, and they were able to change the password. No other security measures were required.\n\nI contacted Comenity immediately, and asked them to close the account. It took four times of asking to get the account closed. Easily, however, with little verification of my identity, I was able to get my address changed back to my address, from the fraudster 's XXXX address. Furthermore, I requested paper statements, as I can not even access the account to pay the bill they are saying I owe. \n\nTheir customer service rep advised I needed to pay the bill and they would refund me after the investigation was over. This doesn't appear to be legal. Also, aren't their newer security requirements for banks and financial institutions requiring deeper levels of security??","date_sent_to_company":"2022-10-26T01:14:08.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"98056","tags":null,"has_narrative":true,"complaint_id":"6126330","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2022-10-26T00:33:26.000Z","state":"WA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Also, aren't their newer <em>security</em> requirements for banks and financial institutions requiring deeper levels of <em>security</em>??"]},"sort":[12.921799,"6126330"]},{"_index":"complaint-public-v1","_id":"8940390","_score":12.389844,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to formally report and seek resolution for several unauthorized transactions and security breaches in my Robinhood account, which have resulted in significant financial losses and distress. Despite multiple attempts to resolve this matter directly with Robinhood, I have encountered considerable difficulties and inadequate responses. \n\nOn XX/XX/year>, I noticed that there were multiple unauthorized orders placed for buying XXXX and XXXX in my Robinhood account between XX/XX/year> and XX/XX/year>. Those cryptos were also transferred out from my Robinhood account to some virtual wallets during this same time period. There was also an unrecognized debit card linked to my account that kept trying to withdraw cash out of my account. In total, there were XXXX unauthorized transactions plus XXXX successful cash withdrawal from my account that were not authorized by me. {$28000.00} cash in my account was used to buy cryptos, {$19000.00} value of those cryptos ( at the time of transfer ) was transferred out of my account into other people 's virtual wallet and {$1000.00} was withdrawn to the debit card that was not recognized by me but linked to my account. I put XXXX cash in Robinhood to earn the 5 % APY interest that Robinhood offered for Robinhood Gold members. I trusted Robinhood for their safety measures, so I put all my savings there and tried to grow it by earning the interest, but my money was just gone while I was not checking my Robinhood account. I did not even activate the XXXX transaction service in the very first place because I have no intention of trading cryptos, so I don't know how Robinhood successfully opened the XXXX account without my authorization and ID. I also have the dual authenticator activated to protect my account, but how someone just bypassed it and even changed my authenticator to another one to log me out of my account. I was so shocked and extremely worried about the safety of the remaining $ XXXX assets in my Robinhood account. \n\nI immediately contacted Robinhood on XX/XX/year> and thought they would be able to help me protect my assets and get that lost money back. As they always stated they are FDIC insured and claimed \" We will cover 100 % of direct losses due to unauthorized account activity that isnt your fault '' as part of their XXXX major commitments. \n\nWhen I finally connected with Robinhood customer services after waiting for a long time on the phone line, the representative collected the information I provided and told me he would escalate my case to the review team. He refused to disclose anything he could see in my account from his end and asked me to patiently wait for an update from their review team. In the following days, Robinhood called me several times to ask for the same information again and again ( verify my identification with government ID and selfies, and what platforms did I use to log into the account ), but refused to provide any updates or details for my review. As the account holder, I think I do have the rights to know what is going on with my account and my money. I need to know how Robinhood activated the XXXX trading service with my account without my authorization and ID verification ( there was XXXX customer representative from Robinhood who was kind enough to let me know that someone used a fake ID to pretend that he/she is me and successfully activated the XXXX service with Robinhood ). I need to know how Robinhood would let someone change my dual authenticator without my authorization. I need to know when Robinhood will bring my lost $ XXXX back to me as they promised. \n\nAfter anxiously waiting and calling Robinhood for several days, on XX/XX/year>, Robinhood sent me an email stating that my account review is ended and the restriction on my account is lift since they don't think there's any fraudulent activities in my account. I am extremely shocked about this result, as those transactions in my account are very obvious to be unauthorized and fraudulent. Robinhood didn't catch the unauthorized activities at the first place, and now they are claiming everything as authorized to avoid reimbursing me for my loss. That is unacceptable result to me. I requested a call from Robinhood right after I saw the email ( yes, the only way to get connected with Robinhood is by requesting a call in the ap, there's no direct phoneline/chat we can reach them ). Surprisingly, Robinhood hanged up on me when it's my turn for the call. They called me for like 1 seconds and immediately ended the call so I didn't even get a chance to pick up the phone and speak with anyone. I initially thought there might be some technical issues there, so I went back in line for the customer service again. Unfortunately, they didn't even call me when the app showed 'it 's your turn ' this time. After trying to get connect with them several times, I gave up and I noticed they sent me and email right after my first attempt trying to connect with them. The email simply stated that 'no reimbursement will be made on your account '. No details for the review as they promised, and no refund for the money that was stolen from my account as they promised. I've been very cautious about my account safety. I never disclosed my personal information or facilitated a scam, and I activated the duo-authenticator as Robinhood suggested , I didn't even activate crypto trading because I think it's risky and not safe. I did everything I could, but my money with Robinhood is still not protected by them. Robinhood is definitely taking advantage of me as a customer by refusing disclosing information for my own account and now even refused to talk to me. They can simply lock my account to avoid me transferring my remaining assets out to a safe place. I don't have any power to claim the money that belongs to me. Robinhood did not hold the promise they publicly stated on their website to keep customers ' assets safe at the first place, which is not acceptable and misleading to a customer. \n\nOn XX/XX/year>, Robinhood opened another review after lifting the restriction on XX/XX/year> without notifying me like before. I requested a call with them immediately and asked to speak with a supervisor. They told me a supervisor will get in touch with me in XXXX - XXXX hours, but nobody ever got back to me. I requested a call with them again on XX/XX/year>. After someone answered my call and verified my identity, she put me on hold and told me she's going to verify some of my account information. When she came back, she stated that 'your review is ongoing and everything we need from you is up-to-date '. Then, she immediately hang up on me without letting me speak a single word. The handling of my case by Robinhood not only reflects a disregard for customer security and trust but also contradicts their publicly stated commitments. I trust your authority will provide the necessary oversight to address this grievance and ensure such discrepancies are rectified promptly. I request Robinhood be held accountable to open the communication channel with me, and most importantly, keep their promise and reimburse the {$20000.00} that got transferred out of my account.","date_sent_to_company":"2024-05-06T23:22:08.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"22030","tags":null,"has_narrative":true,"complaint_id":"8940390","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2024-05-06T20:51:48.000Z","state":"VA","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["When I finally connected with Robinhood customer services after waiting for a <em>long</em> time on the phone line, the representative collected the information I provided and told me he would escalate my case to the review team. He refused to disclose anything he <em>could</em> see in my account from his end and asked me to patiently wait for an update from their review team."]},"sort":[12.389844,"8940390"]},{"_index":"complaint-public-v1","_id":"7709888","_score":12.20529,"_source":{"product":"Credit card","complaint_what_happened":"I completed an application for a new credit card with XXXX for a Destiny card around XX/XX/XXXX. I was approved for the card and was anticipating receipt of it. I had yet to receive the card, so as of XX/XX/XXXX at XXXX, I placed a call to find out what happened. I realized that I had ordered the card using my mothers address of XXXX XXXX XXXX XXXX, TX XXXX. The agent I spoke with at the time updated my information and advised me that I would receive my new card in up to 10 business days. I waited on the cards arrival and finally received it on XXXX via US Postal Service , to my home address, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I attempted to activate the card, but received an error message when I attempted to sign in. The message prompted me to call a phone number. When I called over the weekend, I was unable to reach anyone, so I decided to call Monday. I called the office on XXXX at XXXX XXXX and spoke with XXXX. The agent informed me of a fraud block against my account because of some fraudulent activity. I asked him for clarity because the card hadnt been activated yet. He could not provide any meaningful details and seemed to be confused on how to direct me to resolve the matter. I also questioned that there is a {$75.00} balance reflecting on my credit report and expressed my concern that I have no knowledge of where to remit payment, since I had no online access or payment slips. XXXX advised me that since the card was not activated, I would not have to worry about the fee because it would not be charged until the card was active, which doesnt seem logical, considering its already reflecting on my credit report with a due date of XXXX. He eventually advised me that in order to resolve the fraud block, I needed to fax a copy of my identification to them to clear the alert. I asked XXXX how long it would take to clear the alert to which he responded 1 business day. We disconnected the call and I immediately followed the instructions he provided, faxing over a copy of my passport and social security card. I followed up today to ensure the alert was cleared and spoke with an agent named XXXX. I provided him a summary of my previous interaction and advised Id like to confirm the removal of the fraud block. XXXX then advised me that I was misinformed by XXXX and that it would take 5-7 days to remove the fraud block. He reiterated the instructions and I confirmed with him that the information was sent. I asked to speak with a manager and was connected. The account manager then connected with me. He recapped what he was told by XXXX and I filled in some of the gaps. I advised the account manager that I complied with the request they had for identification and was feeling misled because the treatment I was receiving felt unfair. I expressed concern about needing to make a payment and uncertainty of where to send it. I also expressed concern about not being properly notified of the block. He confirmed that on XX/XX/XXXX, they mailed a letter to my mothers address asking for identification, which I never received. I also advised him I never received the letter or the card, and was perplexed because I only found out about the notice because I called on Monday. I had no other indication. I also advised him I have other cards with Concora ( Indigo and XXXX  ) that reflect the same information I updated with them. I asked the agent why they used no other measure to reach me to validate the issue, particularly considering I have a payment due and am now being exposed to possible credit damage, which again was unfair. There was no phone call, email, or letter to my new address mentioning any alert or concern of my identity, which was alarming. He advised me that it would take 14 days to clear the issue. I advised him that the agent immediately before him said it would take 5-7 days, the one prior to that said 1, and now he is saying something completely different. I also advised him that 5-7 business days is still not equivalent to two weeks. I told him of my intention to escalate this matter because of the different responses I received and how I was left being charged a fee for a card I cant activate, for a fraud block I was never alerted of. He expressed he would escalate this to upper/senior management. I asked for the managers name to which he stated it wasnt actually a manager, but more so an agent that works in the escalation department. He also confirmed they received my fax, but that it would take them up to two weeks to review it. I told him that timeline didnt seem logical considering the circumstances. He then asked me to call to check on the status, to which I stated was illogical because I dont have the capacity to call them everyday considering my work schedule. I told him I felt they were making it impossible to resolve with the lack of proper expectations and no direction on how to resolve the payment matter. I also asked why they didnt mention this to me on XX/XX/XXXX when I called and he had no answer for this, he could only apologize. I am now stuck, owing a balance on a card without a way to pay it, and no access to the card, after more than a month of applying.","date_sent_to_company":"2023-10-18T00:01:19.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"75039","tags":null,"has_narrative":true,"complaint_id":"7709888","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CLGF Holdco 1, LLC","date_received":"2023-10-17T22:47:59.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem getting a working replacement card"},"highlight":{"complaint_what_happened":["I asked him for clarity because the card hadnt been <em>activated</em> yet. He <em>could</em> not provide any meaningful details and seemed to be confused on how to direct me to resolve the matter. I also questioned that there is a {$75.00} balance reflecting on my credit report and expressed my concern that I have no knowledge of where to remit payment, since I had no online access or payment slips."]},"sort":[12.20529,"7709888"]},{"_index":"complaint-public-v1","_id":"3120756","_score":12.061293,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX, I attempted to use my card at the XXXX store in XXXX, MN where it was declined. I immediately went to my vehicle and at XXXX XXXX  phoned the number on the back of my card to find out what the issue was. I was told that I had ordered a replacement card to be sent to new address in XXXX, Florida. I explained that that was NOT me that had phoned them, and that I still lived in Wisconsin. The operator said he was immediately cancelling the card that was sent to XXXX. He then verified my REAL address, and said a new card would be expedited to me FREE OF CHARGE. He said I would receive my card on XX/XX/XXXX. \n\nWe then went through my transaction history, where I verified that my last transaction that I had made was to XXXX XXXX in XXXX XXXX on XX/XX/XXXX. He then stated that there were purchases made to XXXX online for 2 identical amounts, which I denied were mine. He told me they hadnt gone through completely, and that I should call XXXX to tell them they were unauthorized transactions. He gave me the transaction numbers. \n\nAt XXXX I called XXXX and told them what I learned about the fraudulent use of my credit card. They told me they would cancel the transactions, and search for the location of the merchandise. \n\nOn XX/XX/XXXX, I was notified by email that I had activated my new card, which I hadnt. I immediately ( at XXXX XXXX ) phoned XXXX  customer service number again, to say that I HADNT received my card, but somehow it was activated. The person in your office said that I had phoned and said that it needed to be sent to XXXX. ( Again, NOT ME, again I DO NOT LIVE IN XXXX ) I told the customer service representative that that was incorrect, and fraudulent, and I did not ever, and would not ever live in XXXX. Please cancel the card, and send one to my correct address in Wisconsin. He verified my Wisconsin address, said he cancelled the card and again said he would waive the expediting and card replacement fees, and would have a new card to me by XX/XX/XXXX. He did NOT verify any transaction history, and it was only later discovered that the unknown subjects in XXXX had indeed used my account that day in Florida, using an ATM to withdraw {$500.00} plus an ATM fee of {$1.00}, and 2 charges at XXXX XXXX, for {$950.00} and XXXX on XX/XX/XXXX. \n\nOn XX/XX/XXXX, I AGAIN received an email notification saying my card had been activated. I had not received my replacement card promised by the operator on the XXXX, and had NOT activated it. At XXXX XXXX  I again called the number on the back of the card and spoke with a customer service representative. I asked to be transferred to the fraud department. She did so after looking up my card information. I spoke to a man in the fraud department, telling him that for the 3rd time, a card was sent to the criminal in XXXX by his company, instead of to my correct address in Wisconsin. He said the notes on the history on my account made by the customer service people there I had previously spoken to were not very clear or detailed, and because of the jumbled mess my account was in, that I would need to fax in a copy of 2 forms of ID, one with a photo, to his department, along with a cover sheet with my full name, card type, and stating that I indeed am the owner of the account. He told me to do this at a public fax machine, which I stated I was not comfortable with. When I asked if there was any other way to verify my identity and he stated no. He agreed to cancel the 3rd fraudulent card and suspend my account until he received those documents. \n\nAfter the holiday, on XX/XX/XXXX, I went to the XXXX XXXX County Child Support office, where I told them about the fraudulent use of my child support debit account. I asked her if they could fax the necessary documents to the XXXX fax number, as I felt better using their equipment, as well as documenting with them the theft I was a victim of. She gladly faxed the documents while I waited, which were a copy of my Drivers License and my social security card, with a cover sheet, as requested. \n\nThe following day, XX/XX/XXXX at XXXX XXXX, I again phoned the fraud department to see if they had indeed received my fax and could tell me the status of the account. She said that it takes 48 hours on business days to log faxes, and due to the weekend and the XXXX XXXX holiday, I may not hear anything until after XX/XX/XXXX. I expressed how long this had been going on and was struggling with the number of errors the company had made and asked her if there wasnt any other way to verify my identity to get a card sent to me in order to pay bills, mortgage, etc. that was due. She asked if anyone in her department had asked me identifying questions, other than my social and date of birth. I said no. She was surprised that hadnt happened. She then asked me three questions only I would know the answer to and I answered them correctly. She then asked me if I wanted to go through the transaction history again. This was when we discovered the fraudulent transactions that occurred on XX/XX/XXXX. She opened up an SR # for those transactions, and got the ball rolling to get me a replacement card sent to my CORRECT address. The 4th time was the charm, and I finally received my replacement card on XX/XX/XXXX. \n\nI have spent 2 hours and 29 minutes on the phone with XXXX   staff. I have had {$2400.00} stolen from my account ( plus {$1.00} ATM fee to total {$2400.00} ). I have also been charged {$100.00} in card replacement and expediting fees, which I was ensured I would not have to pay. \n\nAll of these things could have been prevented if the staff there would have put preventative measures in place through good notes, flags, requiring personal info questions to be asked, etc. I feel like the ball was repeatedly dropped with the handling of this case. \n\nI am seeking {$2500.00} to be credited to my account for the charges.","date_sent_to_company":"2019-01-15T18:35:59.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"540XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3120756","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Conduent Incorporated","date_received":"2019-01-09T20:13:21.000Z","state":"WI","company_public_response":null,"sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["All of these things <em>could</em> have been prevented if the staff there would have put preventative <em>measures</em> in place through good notes, flags, requiring personal info questions to be asked, etc. I feel like the ball was repeatedly dropped with the handling of this case. \n\nI am seeking {$2500.00} to be credited to my account for the charges."]},"sort":[12.061293,"3120756"]},{"_index":"complaint-public-v1","_id":"6420984","_score":10.792377,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This is my second complaint to the CFPB regarding wells fargo. I have updated proof the bank needs to take into consideration before dismissing my claim. \n\nOn XX/XX/XXXX, I activated an old XXXX and purchased a new XXXX card for the device. The XXXX employee kept my old XXXX card but instead of disposing it, the card ended up in the hands of a hacker. \n\nI discovered fraudulent calls on my XXXX account and multiple XXXX cards linked to devices never owned by me that were being uploaded to my XXXX XXXX. My XXXX passwords were stolen along with my Wells Fargo online banking information. All of this began 10 days after I activated the old cell phone at a local XXXXXXXX store. \n\nOn XX/XX/2022, I was locked out of my Wells Fargo online banking app and called the customer service line to inquire why this occurred. After changing my user name and password, my account was secure or so I thought. The fraud at XXXX is being investigated but this complaint is regarding my bank account and an illegal, unauthorized wire transfer that resulted from the initial identity theft. \n\nFast forward to XX/XX/XXXX, XXXXthe day my online wells fargo bank account was accessed by a hacker and a wire transfer was made in the amount of {$24000.00}. I did not do the transfer nor did I turn on the wire transfer feature. Changes were made without my consent by an unknown individual. The same person hacked into my XXXX  along with my XXXX XXXX account. A sim card swap is how the perpetrator could have avoided two factor authentication when logging into my XXXX XXXX and XXXX account. Regardless of how the hacker initially obtained my information, the end result was an illegal wire transfer from my wells fargo business savings account. The hacking of my XXXX account allowed the hacker to obtain my banking information and reset my online banking password. Upon obtaining control of my account the person called me and pretended to be from wells fargo. He said there was potential debit card fraud on my account and needed to verify purchases. The person was in my account reading recent purchases that I had made so this scam was very convincing. He told me he needed to confirm my identity so he would be sending me a text with a 6 digit code to my phone. Wells Fargo does this same exact thing so once again, I was not aware I was being scammed. The person then began asking about purchases that were unfamiliar then said you definitely have fraud we need to close your debit cards and issue you new ones. He said he needed to send me another passcode in order to confirm the cards were being closed. Meanwhile, instead of verifying my identity he was making changes in my online account without my knowledge. The person made a {$4000.00} transfer from my business checking to my business savings, turned on the wire feature, added a random recipient, then transferred most of the funds out of my business savings account. \n\nBefore I realized what was happening, the person told me to push add call then XXXX XXXX ( a series of numbers ). I trusted this person so I followed his instructions. He told me it was a new security feature that would send me fraud alerts on my phone. The code I entered displayed a screen that said data sharing and it allowed him to gain remote access to my cell phone and forward all data, calls, and text messages. It was at that moment I knew something was not right. I hung up and immediately in order to report the incident to Wells Fargo. \n\nAfter I reported the wire to Wells Fargo, I turned my phone off until I could head into an XXXX XXXX  to get my phone fixed. During this time, one of my clients tried calling me yet her call was rerouted to the man who pretended to be from wells fargo. He told her I was being held XXXX and if she ever wanted to see me again she needed to pay him. My client ( XXXX XXXX XXXX called the XXXX police department to report the abduction. Shortly after, two officers were sent to my home to do a wellness check. \n\nI had to get my XXXX reset to factory settings at XXXX the same afternoon ( XX/XX/2022 ) in order to stop the data/call forwarding and phone harassment. I have police reports verifying the information in this complaint is factual. The phone reset is what allowed me to see devices I have never owned connected and erased to the XXXXXXXX XXXX associated with the XXXX card left at XXXX. I also have proof of my XXXX  and XXXX account hacked with unknown devices logged in the day the wire occurred. \n\nAdditionally, I had to close my business email account and purchase a new phone/phone number. My business savings account was illegally accessed from a device not belonging to me so this should be provable by looking at the IP addresses or device locations. \n\nI NEVER gave anyone my online user name or password. I have NEVER used wire transfers the entire time I have had an account with wells fargo ( Over 7 years ). My wire transfer feature has never been activated the entire time I have had an account at Wells Fargo ( Over 7 years ). The account the funds were stolen from an account I make deposits to 95 % of the time. If I do make an occasional withdrawal, it will be an amount from my business savings going directly into my business checking so I can cover my rent payment on the 1st of the month. The activity on the day the wire was done was extremely unusual and Wells Fargo FAILED to flag the wire and verify if I was the person authorizing the transfer. This is a Regulation E violation. The transfer was done before XXXX XXXX but due to the long hold times I experienced before I could report the incident along with multiple transfers to different departments, the XXXX minute cancellation window passed and the wire recall effort was unsuccessful. Long hold times and transfers to multiple departments when calling wells fargo customer service is another form of bank negligence when someone is a victim of fraud. Time is of the essence yet Wells Fargos policies are designed to cause the customer harm instead of getting the victim help and recourse. Not all banks operate in this manner. XXXX XXXX has a live human answer the phone each time a customer calls. \n\nDespite all the proof I have, Wells Fargo has never asked to see any police report or piece of evidence proving I was a victim of fraud. I have receipts for everything and proof of multiple XXXX cards being added to devices I have never owned which were then linked to my XXXX account. This is a very big crime that involves multiple people and two large corporate entities with poor consumer security in place. Wells Fargo is using a disclosure loophole regarding the online access agreement, Deposit Account Agreement, and Online Wire Terms and Conditions agreement. The bank claimed I should be aware of their polices and understand if a wire is done through my account ( User name and password ) I am liable. My user name was used but a new password I did not create or authorize was used to get into my account, therefore this is not a valid argument since my phone was HACKED!! I personally did not do not violate any disclosure agreements. I personally did not use my username or password to do the wire and this CAN BE PROVEN with data only wells fargo has access to. I dont even have the account information where the money was sent. I tried calling XXXX to report the bank account and name of the recipient but they said they couldnt help me because I didnt have enough information. \n\nI opened my account several years ago and followed all disclosure agreements and protocols on order to keep my business account in good standing. The disclosure agreements are designed to inform a bank customer of the banks policies but hacking is not explicitly stated in the disclosures. I have never heard of a scam like this so the fact that I was tricked is not my fault. Someone lied to me and pretended to be from the bank then proceeded to STEAL my money. This is BANK ROBBERY! \n\nWells Fargo is trying to avoid any liability for having low level business account security. I am not the first or last person to report a similar case of wire fraud yet the bank fails to change security measures to protect customers against this type of fraud. If the bank knows of a vulnerability point for customers but fails to change anything then the fraud is intentionally being allowed and I plan on publicly exposing this atrocious financial scam to the public via local news stations and social media accounts. Wells Fargo should do also do a better job of informing customers about current scams and problems targeting business accounts. \n\nMy money should have been insured, safe, and secure in my own account and better protected considering Wells Fargo has been aware of this type of scam for several months. The fact that the bank allowed a password change, activation of the wire transfers feature, and such a large amount to be withdrawn in under a 9 min window without verifying I gave permission is negligent and dangerous for ALL customers banking with wells fargo. \n\nThis has been a traumatic experience that does not seem to end. For three months, I have made endless complaints with wells fargo, FTC, FCC, XXXX, Local law enforcement, CFPB, and more. I am still locked out of most of my own accounts and have lost even more money paying for new devices combined with the loss income from taking time off work since all of this is so time consuming. \n\nThe worst part is the financial institution I trusted is failing to take any responsibility for making this type of scam very accessible and easy for a hacker to do electronically. Wells Fargo needs to do a better job at verifying electronic transfers especially since the feature to wire money was turned on during the pandemic. This is a new feature many long term customers may not be aware of. Stop allowing customers to have their money stolen via wire transfer!!!!!!! Turn the feature off since it is being exploited by the wrong type of people!!!!!! \n\nOne would assume with all the scams and negative press wells Fargo has had in recent years, the bank would use an opportunity like this with countless evidence to make the right choice for a customer. Especially since, I did not make the transfer! I know my rights and I know the bank has the power to reimburse me yet wells fargo is refusing. Why wont you give me my money back??? This is illegal!!! I was robbed!!!!! I will continue to complain and seek legal council until I get my money back one way or another.","date_sent_to_company":"2023-01-11T00:47:00.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"94954","tags":null,"has_narrative":true,"complaint_id":"6420984","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-01-11T00:32:29.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Wells Fargo is trying to avoid any liability for having low level business account <em>security</em>. I am not the first or last person to report a similar case of wire fraud yet the bank fails to change <em>security</em> <em>measures</em> to protect customers against this type of fraud."]},"sort":[10.792377,"6420984"]},{"_index":"complaint-public-v1","_id":"3475132","_score":9.974858,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX I applied for Bank of America ( BoA ) Credit, Checking and Savings accounts. I was approved and confirmed. During this online set up process, I initiated the transfer of {$250.00} to the BoA Checking and {$250.00} to the BoA Savings accounts from my XXXX Savings account. Upon doing so, I set up mobile banking online as well. These two payments as well as a {$6.00} \" Excessive Withdrawal Fee '' were posted to my XXXX account and the funds were deducted on XX/XX/XXXX ( time unknown ). On the same day at XXXX XXXX, I received an email from Bank of America stating \" Dear Customer, we're letting you know that your Online ID has been disabled at your request ''. I did not request this. After five different phone calls, I was finally told I had to go to a Bank of America branch and show two forms of ID to prove my identity. \n\nI went to a branch the next morning on XX/XX/XXXX, where I was told the BoA Checking and Savings accounts I had previously set up and sent money to were no longer in existence because the BoA team considered me a fraud or security threat of some kind. For clarity let 's call these two first accounts \" Set A ''. At the branch I was helped to set up a new BoA Checking and Savings account, which will be \" Set B ''. So at this point, I was told by the BoA associate that the {$500.00} I sent to the Set A accounts could not be accounted for, and that he assumed when XXXX sent the money to a ( presumably ) non-existent account they would eventually realize and the money would \" bounce back to me '' in a few processing days. Not reassuring but I accepted this. \n\nThe branch associate who helped me also suggested that I use XXXX to transfer money again from my XXXX account to one of the new BoA accounts in Set B. He mentioned, \" It only takes minutes to process. '' This was not my first time using XXXX, but he even helped me set it up on my phone to work between both banks. I even received an email at that time from XXXX confirming the action. I then attempted to send {$500.00} from my XXXX savings account to my new BoA Checking account via XXXX. Within seconds, the XXXX team emailed me with \" Alert : Problem with your account. Contact Customer Support immediately ... Your XXXX account is on hold. '' This is not the first time XXXX has wrongly flagged me for fraud for legitimate transactions. It happens frequently in fact. I called customer support immediately and the automated system told me my account was unlocked after entering the necessary security information. \n\nHowever, I wanted to speak to a representative to see what was really going on and to ensure the payment would go through. So I called and was passed around to multiple departments before being informed that my XXXX account was relocked again for suspicious activity and that all external transfer capabilities were suspended as well ( this was less than 10 minutes after the call stating that I had unlocked it ). They informed me it would take them 24 to 48 hours to '' investigate the account in question '', despite my verbal consent and passing all the security measures. So now, at this point, I have no idea if the XXXX transaction has gone through, because for more than 24 hours, I was unable to even see my XXXX account because of their lock out. Later that same day, at XXXX on XX/XX/XXXX I received an email from XXXX stating \" Access Denied for Funds Transfers ''. I still had no access to my XXXX account, though, so I waited. \n\nOn Friday XX/XX/XXXX at XXXX XXXX ... more than 48 hours after the initial suspension ... I was informed in two emails from XXXX that \" Your access to XXXX Online Transfers Service has been re-activated '' and in a second email that the {$500.00} XXXX payment was confirmed. The XXXX payment, which \" typically takes minutes '', has still not made it to my Bank of America account, but it has been taken out of my XXXX savings. And now I suspect that it will take until Monday at least to see the money go anywhere. \n\nAll the while, I still have not seen any indication of the first {$500.00} being refunded to my account. It has been 7 days since that transfer was initiated and 5 days that the money has been \" processing '' in other words : withheld from me with no sign of outgoing or incoming direction. Now, XXXX or some mystical realm of credit is withholding {$1000.00} from me for what I suspect will be several days because of their mistakes. And again, all of this is with no formal documentation or acknowledgement. \n\nOn top of everything, Bank of America sent me a debit card with the wrong account on it. Now, the {$500.00} XXXX deduction does not appear in my activity history, but the deduction reflects on my balance.","date_sent_to_company":"2019-12-21T07:32:33.000Z","issue":"Other service problem","sub_product":"Domestic (US) money transfer","zip_code":"33143","tags":null,"has_narrative":true,"complaint_id":"3475132","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2019-12-21T06:11:11.000Z","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":["I went to a branch the next morning on XX/XX/XXXX, where I was told the BoA Checking and Savings accounts I had previously set up and sent money to were no <em>longer</em> in existence because the BoA team considered me a fraud or <em>security</em> threat of some kind. For clarity let 's call these two first accounts \" Set A ''. At the branch I was helped to set up a new BoA Checking and Savings account, which will be \" Set B ''."]},"sort":[9.974858,"3475132"]},{"_index":"complaint-public-v1","_id":"3475110","_score":9.974593,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XXXX XXXX I applied for XXXX XXXX XXXX XXXX XXXX XXXX  Credit, Checking and Savings accounts. I was approved and confirmed. During this online set up process, I initiated the transfer of {$250.00} to the XXXX  Checking and {$250.00} to the XXXX Savings accounts from my SunTrust Savings account. Upon doing so, I set up mobile banking online as well. These two payments as well as a {$6.00} \" Excessive Withdrawal Fee '' were posted to my Suntrust account and the funds were deducted on XXXX XXXX XXXX time unknown ). On the same day at XXXX XXXX, I received an email from XXXX XXXX XXXX  stating \" Dear Customer, we're letting you know that your Online ID has been disabled at your request ''. I did not request this. After five different phone calls, I was finally told I had to go to a XXXX XXXX XXXX  branch and show two forms of ID to prove my identity. \n\nI went to a branch the next morning on XXXX XXXX, where I was told the XXXX   Checking and Savings accounts I had previously set up and sent money to were no longer in existence because the XXXX team considered me a fraud or security threat of some kind. For clarity let 's call these two first accounts \" Set A ''. At the branch I was helped to set up a new XXXX  Checking and Savings account, which will be \" Set B ''. So at this point, I was told by the XXXX  associate that the {$500.00} I sent to the Set A accounts could not be accounted for, and that he assumed when Suntrust sent the money to a ( presumably ) non-existent account they would eventually realize and the money would \" bounce back to me '' in a few processing days. Not reassuring but I accepted this. \n\nThe branch associate who helped me also suggested that I use XXXX to transfer money again from my Suntrust account to one of the new XXXX   accounts in Set B. He mentioned, \" It only takes minutes to process. '' This was not my first time using XXXX, but he even helped me set it up on my phone to work between both banks. I even received an email at that time from Suntrust confirming the action. I then attempted to send {$500.00} from my Suntrust savings account to my new XXXX  Checking account via XXXX. Within seconds, the Suntrust team emailed me with \" Alert : Problem with your account. Contact Customer Support immediately ... Your XXXX account is on hold. '' This is not the first time Suntrust has wrongly flagged me for fraud for legitimate transactions. It happens frequently in fact. I called customer support immediately and the automated system told me my account was unlocked after entering the necessary security information. \n\nHowever, I wanted to speak to a representative to see what was really going on and to ensure the payment would go through. So I called and was passed around to multiple departments before being informed that my XXXX account was relocked again for suspicious activity and that all external transfer capabilities were suspended as well ( this was less than 10 minutes after the call stating that I had unlocked it ). They informed me it would take them 24 to 48 hours to '' investigate the account in question '', despite my verbal consent and passing all the security measures. So now, at this point, I have no idea if the XXXX transaction has gone through, because for more than 24 hours, I was unable to even see my XXXX account because of their lock out. Later that same day, at XXXX on XXXX XXXX, I received an email from Suntrust stating \" Access Denied for Funds Transfers ''. I still had no access to my XXXX account, though, so I waited. \n\nOn Friday XXXX XXXX at XXXX PM ... more than 48 hours after the initial suspension ... I was informed in two emails from Suntrust that \" Your access to SunTrust Online Transfers Service has been re-activated '' and in a second email that the {$500.00} XXXX payment was confirmed. The XXXX payment, which \" typically takes minutes '', has still not made it to my XXXX XXXX XXXX  account, but it has been taken out of my Suntrust savings. And now I suspect that it will take until Monday at least to see the money go anywhere. \n\nAll the while, I still have not seen any indication of the first {$500.00} being refunded to my account. It has been 7 days since that transfer was initiated and 5 days that the money has been \" processing '' in other words : withheld from me with no sign of outgoing or incoming direction. Now, Suntrust or some mystical realm of credit is withholding {$1000.00} from me for what I suspect will be several days because of their mistakes. And again, all of this is with no formal documentation or acknowledgement. \n\nOn top of everything, XXXX XXXX XXXX sent me a debit card with the wrong account on it. Now, the {$500.00} XXXX deduction does not appear in my activity history, but the deduction reflects on my balance.","date_sent_to_company":"2019-12-21T07:39:53.000Z","issue":"Other service problem","sub_product":"Domestic (US) money transfer","zip_code":"33143","tags":null,"has_narrative":true,"complaint_id":"3475110","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUNTRUST BANKS, INC.","date_received":"2019-12-21T07:37:05.000Z","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":["I went to a branch the next morning on XXXX XXXX, where I was told the XXXX   Checking and Savings accounts I had previously set up and sent money to were no <em>longer</em> in existence because the XXXX team considered me a fraud or <em>security</em> threat of some kind. For clarity let 's call these two first accounts \" Set A ''. At the branch I was helped to set up a new XXXX  Checking and Savings account, which will be \" Set B ''."]},"sort":[9.974593,"3475110"]},{"_index":"complaint-public-v1","_id":"3232231","_score":9.719968,"_source":{"product":"Checking or savings account","complaint_what_happened":"Here 's a chronological description of what happened. On the morning of Saturday, XX/XX/XXXX, I got a call from someone in Chase Bank 's fraud/security office telling me that some suspicious-looking activity had shown up on my debit card. She very quickly went through a list of these charges, around 15 or 20 in total, asking if I recognized them. Most of them I didn't. And most of these unrecognized transactions were payments to XXXX  for around {$15.00}, though a few were bigger, including the largest payment for {$210.00} to a cell-phone company that I don't use. I told her that these charges were indeed fraudulent and thanked her for catching them. She reassured me that we wouldn't be held responsible for this activity. Chase would proceed with its usual investigation, she said, and reimburse our account in the meantime. She also said she'd cancel my obviously compromised debit card and have a new one sent in the mail. I felt reassured.\n\nOn the morning of XX/XX/XXXX, I went through my online list of recent activity and noticed that one unfamiliar charge, for around {$56.00}, had been missed. This transaction was to another cell-phone company that isn't ours for a purchase we didn't make. So I called the Chase Customer Claims office and asked that this charge be added to the list of fraudulent ones. It was in this conversation that I first noticed a Chase employee treating me with suspicion. It didn't help that our phone connection was bad ( or that I'm hard of hearing ). Every Chase employee since then has treated me and my wife with a strong measure of defensiveness, obviously seeing us as having done something wrong.\n\nMy new debit card arrived in the mailbox on Saturday the XX/XX/XXXX. On Sunday I tried to activate it by phone but, strangely, got an automated message saying that the card was already active. On Monday morning I went into a local branch office here in XXXX XXXX XXXX, at XXXX XXXX XXXX, and asked a teller to activate the card. He told me that the card had been reported stolen and that I should destroy it and request another one.\n\nI was in a hurry that day but returned the next afternoon, Tuesday the XX/XX/XXXX. In the interim, my wife had tried to use her debit card ( linked to the same checking account ) and had it declined. On Tuesday two different bankers at the same branch location, one of them an assistant branch manager, informed me that our accounts had been completely frozen by the fraud/security department and that we could not withdraw any money from them -- not from the checking account that had been affected by the hacking, and not from our two different savings accounts. As of this morning, XX/XX/XXXX, we still have received nothing in writing to this effect. We're told that a letter was sent when the freezing took place, but if that's true it hasn't arrived.\n\nWe didn't have any holdings at any other bank. All of our cash and cash savings was inaccessible to us, with no real explanation and no timeline for resolution. I asked one of the bankers in the local branch if this response seemed as strange to him as it did to me. I've been lucky enough that none of my debit cards has ever been hacked before, but I know cases like this occur all the time. After talking on the phone to the fraud department, he told me, shrugging his shoulders and shaking his head, \" No, it seems like they're looking into something else. '' We still don't know what that \" something else '' is. On the morning of XX/XX/XXXX, we talked to three or four people after initially calling the Customer Claims hotline again. Finally my wife was able to speak to someone who stated, with more clarity, that a decision had been made to close all three of our accounts.\n\nWe still could not access any money in these accounts, she said, and could not come to receive a cashier 's check in person. Instead, in 7-10 business days, we should expect a check in the mail ( regular mail! ) in the amount of all of our balances, which will come to a total of just under {$90000.00}. And we are not allowed to open another account with Chase Bank now or in the future. The decision, this person declared to my wife, who was fighting back tears, is irreversible.\n\nThe only explanation provided was that too many \" claims '' had been made on our account of late. The bank treated each of the fraudulent transactions as a separate claim, requiring a separate investigation, and I guess we can understand that 15-20 may seem like a high number. And yet they were all relatively small charges, most of them around {$15.00}, made over a span of a few days -- the time frame, obviously, when the debit card had been hacked. The total disputed amount comes to around {$500.00} : enough to make us want to resolve the problem and re-secure our accounts, sure, but not enough to make us think we were at risk of losing all our cash and savings. The bank 's reaction seems wildly disproportionate, which makes us assume that they've decided we are guilty of some greater misdeed that they haven't named. We can only conclude that they refuse to tell us anything substantial because they are still investigating us.\n\nAs of the evening of XX/XX/XXXX, our checking account, which had a balance of around {$8800.00}, and a small savings account for our XXXX-old daughter, which had a balance of {$8000.00}, had been XXXX out according to my Chase phone app. The previous balances had been subtracted for a \" XXXX Check '' : I assume for the check we must hope to receive by mail. But at that point our savings account, with for us a sizeable balance of {$71000.00}, was still showing up as usual. We took screen shots to verify and can provide them as needed.\n\nAs of yesterday morning, though -- the morning of XX/XX/XXXX -- that large savings account no longer appeared at all in my online profile. I can not even locate the account history. It's as though the account, with all the cash we stowed away for several years as we prepared to have a child and then became new parents, had vanished overnight. We're told to expect this amount to come by check, in around 7-10 business days. In the meantime we are blocked from almost all the money we have in the world. We can use what little cash we happened to be carrying in our wallets, yes, and the money our parents can try to wire us, and our credit cards. And yet we still have bills to pay. And because our young daughter was diagnosed last month with XXXX XXXX XXXX, we have XXXX and equipment to buy.","date_sent_to_company":"2019-05-04T13:04:06.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"10027","tags":null,"has_narrative":true,"complaint_id":"3232231","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-05-04T12:09:01.000Z","state":"NY","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Every Chase employee since then has treated me and my wife with a strong <em>measure</em> of defensiveness, obviously seeing us as having done something wrong.\n\nMy new debit card arrived in the mailbox on Saturday the XX/XX/XXXX. On Sunday I tried to <em>activate</em> it by phone but, strangely, got an automated message saying that the card was already active. On Monday morning I went into a local branch office here in XXXX XXXX XXXX, at XXXX XXXX XXXX, and asked a teller to <em>activate</em> the card."]},"sort":[9.719968,"3232231"]},{"_index":"complaint-public-v1","_id":"9581765","_score":9.420651,"_source":{"product":"Checking or savings account","complaint_what_happened":"I received a phone call On XX/XX/XXXX. From a verified Wells Fargo XXXX phone number. The Wells Fargo associat Informed me that there were a couple charges that seemed suspicious that they wanted to check the charges with me and make sure that they weren't fraudulent. There were 2 fraudulent charges on my account from a XXXX XXXX XXXX XXXX XXXXXXXX XXXX. I was driving at the time. So I told him I would call them back. I pulled over. And I called the XXXX number on the back of my Wells Fargo card. As I was on that phone call, I got another Phone call on the other line and It was a Wells Fargo representative. Responding back to me. To verify these fraudulent charges if they were in fact fraudulent. I was told by the Wells Fargo representative that they needed to access my account in order to verify a few transactions to get my. Card turned off and my. XXXXXXXX XXXX or my XXXX XXXX turned off because the card was linked to that as well.And also order me a new replacement card. I then got a XXXX call from Wells Fargo Fraud Detection Services. I was on a XXXX call with a Wells Fargo representative for close to XXXX something minutes and. they did some verifying of transactions so i thought and they did some what i thought they were ordering a new card and canceling out my XXXX digital wallet and canceling out my other card because they told me that XXXX hours my replacement card would be delivered. Even offered to set up my new digital wallet. What these thieves did was hack wells fargo weak security fail safes and impressaneted a wells fargo representative good enough that they just gave them a {$1300.00} cash advance and then gave them all but {$10.00} in my account. There was not XXXX security fail safe of any kind used to verify this absurd banking activity. I wasn't contacted to verify the size of the cash advance, I wasn't made aware my funds were dangerously low and in jeopardy of over drafting my account for the first time in 10 years. Neither of the other XXXX people on these accounts were even made aware of the fraudulent activity associated with their names and their credit scores and credit history. The next morning when the mail came and my card wasn't there, I called the XXXX number, the same number on the back of the card and the same number that called me. The very next day, on XX/XX/XXXX. And they told me that there was no XXXX card ordered for me, nor was my account. On hold because of fraudulent charges. They then proceeded to let me know. That they authorized a {$1300.00} cash advance on a credit card that has never ever had a previous cash advance on in the 10 years that it's been active. As if none of that was suspicious, then they went ahead and authorized a person. Operating my XXXXXXXX XXXX but not me and not verified by me and not authorized by me. Done digitallly To pull out {$1900.00} from my checking account leaving my checking account with a {$10.00} balance. And my credit card with a negative {$1300.00} balance plus the {$65.00} associated with the fee for a cash advance. I never authorized, never made and never approved any of these fraudulent transactions. Neither did any of the XXXX other cars holders on this account. I was told because the money went to my XXXXXXXX XXXX  that I was responsible for the charges. I still to this day can't access that XXXXXXXX XXXX account that was hacked using my personal information that I never authorized or was made aware of. I spoke to several representatives that claimed to be wells fargo and I went into XXXX different branches to speak to someone in person. All 3 times XXXX bank managers could clearly see that the kind of activity my account had was not anywhere near close to my 10 year banking pattern. I went to the XXXX  store twice trying to access the XXXX XXXX account that was used to access the unauthorized funds with the help of XXXX employees But they couldn't help me because I can't verify the last XXXX digits of the phone number associated with the account. I had never seen that number before. I think the people that called me while representing wells fargo fraud detection services changed the number on the account so that I could not verify the transactions and there phone number was replaced when they erased mine. I filed a claim and a temp credit was issued. I thought great this will all clear up. I got another letter informing me that after further review they see nothing wrong with the disputed transactions and would be reversing the initial {$1900.00} credit in 10 days. They said they have measures that protect me fraud from like this. I wasnt once made aware of any attempt to verify my identity or authenticity of such a large transaction. I pulled the remaining balance out of the wells fargo checking account the day I was told the decision was final and consider the claim closed. Since then I have lost XXXX points on my credit. I have had threatening phone calls do my account being overdrafted for so long. I'm currently overdrafted on my closed wells fargo account. I keep getting contacted to clear up the debt. They won't reopen the case until I have a police report and more evidence to prove I never authorized those charges. What about their proof that followed any of the so called security fail safes that should have been activated to prevent this. It has taken to 15 years to rebuild my credit and that's all gone now. I have been out of work since XXXX of XXXX  with severe back issues related to a workers comp case and I'm waiting for a XXXX XXXX XXXXXXXX. I don't have the body, energy or time to keep fighting to prove the truth. This has ruined my life. I had to find a new banking and financial institution for my loan. My credit card is close to XXXX for the XXXX time since opening it. They won't reopen my claim until I have all their required paperwork sent for them to remove. In the meantime me, my wife and my mom are all suffering because our names are being falsely accused and we suffering daily.","date_sent_to_company":"2024-07-23T01:11:50.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"95821","tags":null,"has_narrative":true,"complaint_id":"9581765","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-07-23T01:00:47.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["They said they have <em>measures</em> that protect me fraud from like this. I wasnt once made aware of any attempt to verify my identity or authenticity of such a large transaction. I pulled the remaining balance out of the wells fargo checking account the day I was told the decision was final and consider the claim closed. Since then I have lost XXXX points on my credit. I have had threatening phone calls do my account being overdrafted for so <em>long</em>."]},"sort":[9.420651,"9581765"]},{"_index":"complaint-public-v1","_id":"13706558","_score":7.0585065,"_source":{"product":"Credit card","complaint_what_happened":"b'I chat with automatic system chat service XXXX  .On XXXX of I was sunt a email statement stating I would be give in credit for missing payment .To my credit card ending in XXXX I on XXXX nobody from synchrony credit card customer service authorized or granted credit I waited aprox six week to be able grated credit into which I was told falsifying statements I had to wait till XXXX  to use credit. Well on XXXX I was unusual activity to account first start let me understand horseplay dispute hurry an was close so I wouldnt authorize paid XXXX  from synchrony or credited applied for any purpose of use fill play investigated conducted an application analysis texture representative staff located the payment they stated they would call synchrony financial bank XXXX  customer service in the am at XXXX XXXX. Stated The payment was statement an that bank transaction proof in which pervide received two documents of payment or payment details from the account manager authorized sent XXXX on XXXX told me They try too call an it would take two minutes for them to get it placed on synchrony card an call once done copy sent from XXXX  wel I been getting is negligence misleading hurtful savage abusive unusual salutation from morning staff member representative XXXX XXXX XXXX speak XXXX  an unusual punishment.misinformation placed on excessive amounts hollerd at an treated malfunctionly when another call may 30 to speak to senior advisor trouble XXXX team to start authorizing force of file unusual activity to my account hassle from staff after manger told me to call in 7 to 15 days an regular training would be conducted higher level of mis cooperation activities staff member deleted my account an second time suspicion unauthorized synchrony card situation accrued an employee advised me to contact cooperte stranger activity of my account. Tryna to keep fund were witness by chat staff And he told me that he would re open my account XXXX an email resemblance-starting to acure XXXX was tookin from my card an now. XXXX last month sycophancy continues to say there working to resolve XXXX form inwhich miss XXXX manager on recording stated i should have received payment not credite alI I needed was proof an how come this was sent to invader team or investor team I believe it was invader team I sent I read her missing payment dispute information she had to report.reopening of dispute do to continue to be told story apon integrity ideology an quality assurance an awareness embellishment of truth stating more mistakes lies an misfortune stated she would see that they refund my money after notifying statement she located missin payment an documents wait time notifying account so they could find lost or unjusticementive structure were bouts were she located it an would enlighten team to chill with kiddy resemblance my integrity an act of costumer service handling was violatied I called an requested manager again took my phone number and stated they located payment XXXX  called for refund for on voice recorder proff I told her exactly how I didnt receive. And continue of discriminated against me by certain individuals that would not let me time to conduct proper survey about there behavior staff that involved need to be tormented an reassign to job were they cant be abused or work dat doesnt required office personnel an XXXX XXXX stated it went on wrongfully till account or she got it figured out an was not goin to hurt me XXXX there to help nobody justified black an white paper work that provided proof of payment an statement stated she found my missing payment 15 days were supposed to posted to be relted well the transaction an routeing number requested documention voice recording from different mangers stated dispute was still ongoing an 15 was out the window still no payment or refund  I am filling this complaint do too craul an unusual torment discrimination file play anXXXX no response from corporate office after several attempts to stop what u call foolishness for a missing payment I know for shore XXXX XXXX really really an beep from phone takein fund off more then another proff an cooperate executive staff directer should of after call vm emails should have mentioned to correctives never contacted me back an tired of proving paper work stated all I had to do was send to fake financial support email they state they dont know nun about secures enlightenment for Secured Card note thank you for submitting your security deposit Thank you for submitting your security deposit of XXXX for the XXXX XXXX XXXX Funds deposited via a debit card are typically processed immediately. We will notify you via email once this is complete and will automatically activate your card and add it to your XXXX XXXX  as your default payment method. Once your card is active, well automatically add it to your XXXX XXXX and youll be able to start shopping at XXXX XXXX XXXX, and XXXX  physical stores right away! Thank you for choosing to build your credit with the XXXX XXXX XXXX XXXX and Synchrony XXXX XXXX XXXXXXXX XXXX or its affiliatesXXXX XXXX and all related marks are trademarks of XXXXXXXX XXXX or its affiliates, XXXX XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX XXXX SYNCHRONY BANK XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AR XXXX Account Number Ending In: XXXX Dear XXXX XXXX Thank you for your recent inquiry regarding your XXXX XXXX XXXX  account, and the opportunity to be of service to you. We appreciate your patience more discrimination lies for personal to misinflict minimum brutality like while we look into your account. It may take us one to two billing cycles to respond to you.We value your business.Our experienced team of Customer Care Specialists are ready to help, if you need further assistance. Sincerely, Synchrony Customer Service XXXX-XXXX Account is owned by SYNCHRONY BANK XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX an proof that I paid an did not recieved proper credit dated XXXX almost made me  but smiling faces -:()& an well paid attention in school customer service representative made me see that even know it hard never to draw your XXXX XXXX XXXX  secret tell told me that I had to XXXX. More than a month waiting an ignorance satan  cooperation stated I have recorded staff members do to inferior dignity unusual behavior activitie to an on my account XXXX  card numbed procession at the same time I have dated resident and there  are violating Im no longer in California but recent mailing informed to me stated I am still under the California political policy law that no staff rep cant notify my account or contact member as they did leave notes or help others navigate it nunthing in such help or accept interfere with business without my permission craul an unknown document on my secure card about credit lets me know representative are still testing license  meaning anybody could have taken or filled computering network usein since training should of been an pleaed without plead my case in my case instead of proper training I found aincompetent cooperation team of professional working proubly graduatied XXXXXXXX XXXX  next employee arn meaning not the first time simple justice to resolve or directed to correct deportment that handle grievances affidavits form filed against cooperate members in takeing avange of human justice conditions treatment In which torture and punishment when no wrongfulness occurs should bleach propermtly based on biblical instruction before leaving earth correctly use to a system of justice Lieutenant or above  gathering data uptain for building without measures square an proudly natural lized apart of military an frenzied air fored lived university of Little Rock states'","date_sent_to_company":"2025-05-25T11:33:17.000Z","issue":"Trouble using your card","sub_product":"Store credit card","zip_code":"72204","tags":null,"has_narrative":true,"complaint_id":"13706558","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-05-25T07:38:00.000Z","state":"AR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company won't increase or decrease your credit limit"},"highlight":{"complaint_what_happened":["deposit Thank you for submitting your <em>security</em> deposit of XXXX for the XXXX XXXX XXXX Funds deposited via a debit card are typically processed immediately."]},"sort":[7.0585065,"13706558"]},{"_index":"complaint-public-v1","_id":"21861416","_score":6.6050014,"_source":{"product":"Credit card","complaint_what_happened":"FORMAL DISPUTE, FRAUD CLAIM, AND NOTICE OF REGULATORY ESCALATION Unauthorized Balance Transfer and Associated Fees I am writing to formally dispute an unauthorized balance transfer in the amount of {$17000.00}, along with an associated transaction fee of {$690.00}, posted to my credit card account ending in XXXX. \n\nThis transaction was not authorized by me, occurred without my knowledge or consent, and took place during a documented XXXX  XXXX attack and coordinated fraud attempt targeting my accounts. \n\nThe funds were transferred to an XXXX XXXX issued by XXXX XXXX ( account ending in XXXX ), with which I have no affiliation and no corresponding account on my credit reports ( see XXXX  XXXX ). \n\nI am also formally disputing the handling of my claim, which has now been closed multiple times without explanation, without evidence review, and while I was actively attempting to submit documentation. \n\nXXXX. CONTEXT : COORDINATED FRAUD PATTERN Beginning XX/XX/XXXX, I was subjected to a large-scale spam attack, coinciding with repeated fraudulent attempts to transfer funds to external Apple Card accounts : XXXX XXXX XXXX XXXX XXXX XXXX in XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX in XXXX ) This demonstrates a persistent and evolving fraud attempt, not an isolated event. \n\nXXXX. CRITICAL FACTS ESTABLISHING FRAUD I have never conducted a balance transfer of this magnitude and any transfers I have done recently have been to pay off my Bank of America cards I have no relationship with either account ( XXXX or XXXX ) Neither account appears on my credit reports ( Exhibit XXXX ) No new accounts or inquiries exist I have never carried a balance remotely approaching {$17000.00} Most critically : A fraudulent balance transfer attempt on XX/XX/XXXX was made using a newly reissued card that had not been opened, accessed, or activated by me. \nThis confirms the activity was not initiated by me and could not have been authorized through normal account access. \n\nDetailed Chronological Timeline of Events XX/XX/XXXX Spam Bombing Attack Begins/ Credit Bureaus Frozen On XX/XX/XXXX, I began experiencing what appeared to be a coordinated spam bombing attack against my email account. I was receiving an overwhelming volume of spam emails, which appeared designed to obscure legitimate communications and interfere with my ability to monitor account activity. \n\nIn response, I immediately took protective action and froze my accounts with all three major credit bureaus. \n\nSupporting XXXX  : XXXX  XXXX Credit Bureau Freeze Confirmations XX/XX/XXXX IT Security Review/ Password and Account Protection On XX/XX/XXXX, I contacted my IT department and explained that I was being targeted by a spam bombing attack. My IT department advised me on immediate steps to secure my accounts and helped me implement spam filters until the attack stopped. He also permanently deleted the spam emails from XX/XX/XXXX while he was working on my account hence no XX/XX/XXXX email evidence. To be clear, we did a THOROUGH review of the emails to find any suspicious emails or transaction alerts before doing so. \n\nHe can be contacted at : XXXX : XXXX to corroborate. \n\nPer his suggestion, I also checked XXXX Password Checkup and XXXX Password Security to determine whether any of my passwords had been involved in a security breach. Some passwords were flagged as compromised, but based on the available information, my Bank of America credentials were not identified as compromised. \n\nI changed the compromised passwords and continued monitoring my accounts closely. \n\nSupporting Exhibit : XXXX  XXXX IT Security Measures email request XXXX  XXXX Sworn Declaration of whereabouts ( XX/XX/XXXX ) XX/XX/XXXX Unauthorized Balance Transfer Posts WITH NO FRAUD ALERT On XX/XX/XXXX, an unauthorized balance transfer in the amount of {$17000.00} was processed on my Bank of America credit card account ending in XXXX. A related transaction fee of {$690.00} was also charged. \n\nThe transfer was made to XXXX XXXX XXXX XXXX Bank, account ending in XXXX. \nI did not authorize this transaction. I have no affiliation with this XXXX XXXX account, and no such card or corresponding account appears on my credit reports. \n\nMost concerning, I received no fraud alert, text message, email notification, or verification request for this large and highly unusual transaction. \n\nSupporting Exhibit : XXXX  XXXX Account Statement Showing Unauthorized Balance Transfer and Transaction Fee XX/XX/XXXX Fraud Alerts Received for Attempted Transfers to XXXX XXXX Ending in XXXX XXXX XXXX, I received a text message from Bank of America XXXX XXXX XXXX stating that a balance transfer had been attempted to XXXX XXXX XXXX XXXX XXXX, account ending in XXXX. I was taking my children to school at the time. \nXXXX XXXX, I received another fraud notification regarding attempted activity. I responded NO to confirm that I did not authorize the attempted balance transfer. \n\nI immediately called Bank of America to cancel the card and report that I was being targeted. I specifically informed the representative that I had been experiencing spam bombing attacks and that I believed someone was actively attempting to defraud me. \n\nDuring this call, no one informed me that an unauthorized {$17000.00} balance transfer had already been charged the day before, on XX/XX/XXXX, to the same XXXX XXXX account ending in XXXX. The representative did not mention any suspicious transactions or connect the XX/XX/XXXX attempted transfer alerts to the XX/XX/XXXX transaction. \n\nThis is one of the most troubling facts : Bank of America sent alerts for attempted transfers on XX/XX/XXXX, but did not send any alert for the larger transfer that actually went through on XX/XX/XXXX. \n\nSupporting Exhibits : XXXX  XXXX Screenshot of XX/XX/XXXX, XXXX XXXX  Fraud Alert Text Referencing Apple Card Ending in XXXX Exhibit XXXX Screenshot of XX/XX/XXXX, XXXX XXXX  Fraud Alert and NO Response XX/XX/XXXX Unauthorized Charges Discovered / Card Canceled and Reissued On XX/XX/XXXX, I checked my Bank of America accounts and saw that the balance on my card ending in XXXX was over {$20000.00}. \n\nI then discovered two unauthorized charges that had posted on XX/XX/XXXX : {$17000.00} unauthorized balance transfer {$690.00} transaction fee These charges were connected to the unauthorized balance transfer to : Transaction Type : Balance Transfers Offer ID : XXXX Reference number : XXXX Merchant Name : Balance Transfer Apple CA I immediately contacted Bank of America. I explained that I did not authorize the transaction, that I had already reported suspicious activity on XX/XX/XXXX, and that I had been experiencing spam bombing attacks. \nBank of America canceled my card and sent a replacement card. I was told that I would need to complete and return a letter that would be sent to me, and that I needed to return it within 10 days. \n\nSupporting Exhibit : XXXX  XXXX Account Snapshot Showing Unauthorized Charges XX/XX/XXXX Credit Reports Reviewed / No Matching Accounts or Balances I logged into my credit reports ( all three bureaus ) to confirm whether any new accounts had been opened in my name. \n\nThe reports showed : No new accounts opened in my name No new inquiries No XXXX XXXX XXXX XXXX account ending in XXXX No XXXX XXXX XXXXXXXX XXXX account ending in XXXX No outside credit card balances large enough to justify a balance transfer of this size I have been carrying low balances outside of Bank of America for a long time. Nothing in my credit reports supports or explains a transfer of this amount. \n\nSupporting Exhibit : XXXX  XXXX Credit Reports Showing No Matching Apple Card Accounts, No New Accounts, No Inquiries, and No Balances Supporting the Transfer XX/XX/XXXX FTC Identity Theft Report Filed On XX/XX/XXXX, I filed an identity theft report with the Federal Trade Commission. \n\nThis report was filed because the unauthorized balance transfer, spam bombing attack, and repeated attempted transfers strongly indicated that I was the victim of coordinated identity theft and fraud. \n\nSupporting Exhibit : XXXX  XXXX FTC Identity Theft Report XX/XX/XXXX Police Report Filed With XXXX XXXX XXXX XXXX Department On XX/XX/XXXX, I filed a police report with the XXXX XXXX XXXX XXXX Department, XXXX XXXX XXXX. \n\nAn officer came to my home, and I showed him the information and documentation I had gathered, including the suspicious activity, the spam attack, and the fraudulent balance transfer. \n\nSupporting Exhibit : XXXX  XXXX Police Report XX/XX/XXXX Bank of America Claim Closed Before Evidence Was Submitted By XX/XX/XXXX, I had not received the letter in the mail that Bank of America told me would be sent after my XX/XX/XXXX call. I also had not received a temporary credit for the fraudulent transaction that was promised on XX/XX/XXXX. \n\nI called Bank of America again. The representative placed me on hold for a long time and stated that I should have received my credit by then. \n\nDuring this call, I was told that my claim had been closed, even though I had not submitted my evidence yet and had not received the letter I had been told to expect. \n\nThe representative reopened or reissued the claim and stated that I should receive the letter shortly. She also told me that I would have to return the letter within 10 days of receiving it, not 10 days from the claim date. This was confusing because I had previously been told I had 10 days, but I had not yet received anything that would allow me to submit my documentation properly. \n\nThis was the first point at which it became clear that my claim was being handled inconsistently and possibly closed without a proper review. \n\n\nXX/XX/XXXX New Fraud Attempt on Reissued, Unactivated Card On XX/XX/XXXX, I received another alert regarding an attempted balance transfer. \nThis time, the attempted transfer was for {$17000.00} to XXXX XXXX XXXX XXXX XXXX, account ending in XXXX. \n\nThis was especially alarming because the request was made on my newly reissued Bank of America card, which had been issued due to the prior fraud. I had not opened the envelope containing the new card, had not accessed the new card, and had not activated it. \n\nThis is a critical fact. A balance transfer request was attempted on a reissued card that I had not opened or activated. This further confirms that the fraudulent activity was not initiated by me and could not have resulted from my normal use of the card. \n\nFor this attempted transfer, I received both a text alert and an email alert from Bank of America. This contrasts sharply with the XX/XX/XXXX unauthorized transfer, for which I received no alert despite the much larger and successful transaction. \n\nSupporting Exhibit : XXXX  XXXX XX/XX/XXXX Fraud Alert for Attempted Transfer to XXXX XXXX Ending in XXXX XX/XX/XXXX Immediate Call to BofA / Agent Accuses Me of Liability and Locks Me Out Immediately after receiving the XX/XX/XXXX attempted balance transfer alert, I called Bank of America. \n\nI explained the full situation again, including : The ongoing spam bombing attack The prior unauthorized balance transfer The XX/XX/XXXX attempted fraud alerts The fact that I had already filed a claim The fact that this new attempted transfer was made on a reissued card that had not been opened or activated During this call, the agent told me that my claim had been closed and that I had been found liable for the transfer. \n\nI was horrified. When I asked for details, the agent was rude and told me she could not talk to me. She then locked me out of my accounts and told me I would have no access until I went into a financial center and showed two forms of identification. \n\nThis was deeply distressing because I was calling to report another active fraud attempt, and instead of receiving help, I was locked out of my accounts and accused of being liable for a transaction I did not authorize. \n\nXX/XX/XXXX In-Person Visit to Bank of America XXXX XXXX XXXX  XXXX and XXXX Immediately after being locked out, I went in person to the Bank of America XXXX XXXX XXXX XXXX  XXXX and XXXX in XXXX XXXX XXXX \n\nI worked with XXXX XXXX. \n\nAt the branch : I explained the full fraud situation again I provided two forms of identification I entered my PIN when my debit card was swiped I explained that I had been spam attacked I explained that I had already reported the fraud I explained that the new attempted transfer was made on a reissued card that had not been opened or activated XXXX XXXX eventually called the Bank of America fraud department. \n\nWe spoke with a male fraud department representative who told me that my claim had been closed and that I had been found liable. \n\nI argued that this made no sense because : I had not uploaded all of my evidence I had not received the letter in the mail I had not been given an alternate way to submit documentation I had reported the fraud immediately I had received alerts for related attempted transfers I had no relationship with the XXXX XXXX  accounts involved The latest attempt occurred on a reissued, unactivated card After a very confusing conversation and a very long period of time, the fraud representative stated that he had reopened my claim and unlocked my card so I could access the claim online. \nI checked my phone while still at the branch and confirmed that the claim was accessible again. However, there was no link to upload additional documents. \n\nWhen I pointed this out, the representative placed me on hold again for a long time. He eventually came back and told me that it could take up to 24 hours for the upload link to appear and that I should be able to upload my documentation the next day. \n\nXX/XX/XXXX Email to XXXX On XX/XX/XXXX, I also emailed XXXX to report the fraudulent transfer request and to document that fraud attempts were continuing. \n\nI also changed my Bank of America password online. \n\nSupporting Exhibit : XXXX  XXXX Email to XXXX Regarding Fraudulent Transfer Request XX/XX/XXXX Ongoing Spam Bombing Attack Also on XX/XX/XXXX, I continued to experience an active spam bombing attack. \n\nBetween approximately XXXX XXXX  and XXXX XXXX  XXXX, I received : Over 1,600 spam emails to my spam folder Over 30 spam emails that made it into my inbox This was happening at the same time I received the Bank of America notification regarding the attempted balance transfer. \n\nThe spam bombing was ongoing and directly overlapped with the fraud attempt. \n\nSupporting Exhibit : XXXX  XXXX Spam Attack Screenshots and Logs Showing XXXX Spam Emails and XXXX Inbox Emails XX/XX/XXXX Claim Closed Again Overnight Despite Being Reopened the Prior Day On the morning of XX/XX/XXXX, I saw that I had received an email from Bank of America XXXX XXXX XXXX  the night before stating that my claim had been closed again. \n\nThis was shocking because on XX/XX/XXXX I had spent hours : Calling Bank of America Going in person to the financial center Providing two forms of ID Entering my PIN Speaking with the branch representative Speaking with the fraud department Having the claim reopened Being told I would be able to upload evidence the next day The XX/XX/XXXX email made it appear as if everything that happened on XX/XX/XXXX had never occurred. \n\nAt this point, I felt as though Bank of America was actively preventing me from defending myself against fraud. I had repeatedly attempted to provide evidence, but my claim was closed before I could upload it, reopened only after significant effort, and then closed again overnight before the upload function was made available. \n\nThis sequence made me feel gaslit, mistreated, and obstructed in my attempt to resolve a clearly fraudulent transaction. \n\nXX/XX/XXXX Claim Closed Again / Escalation to Supervisor / Continued Obstruction On the morning of XX/XX/XXXX, after discovering that my claim had been closed again at XXXX XXXX  the prior evening ( see XXXX  XXXX ), and at XXXX XXXX  ( see XXXX XXXX ) I received an email that stated that a final review was done and my claim was declined! \n\nI immediately called Bank of America again to seek clarification and escalation. \n\nRequest for Supervisor and Escalation During this call, I specifically requested to speak with a fraud claims supervisor. I was transferred to an individual identified as XXXX from XXXX. \n\nI then retold the entire sequence of events once again, including : The spam bombing attack beginning XX/XX/XXXX The unauthorized XX/XX/XXXX balance transfer The XX/XX/XXXX fraud alerts that I declined The fact that I never received a notification for the actual fraudulent transaction The XX/XX/XXXX attempted transfer on a reissued, unactivated card The branch visit where I spent hours verifying my identity and reopening the claim The repeated assurances from multiple Bank of America representatives that : o I would receive a letter o I would receive an upload link to submit evidence o My claim had been reopened o My accounts were secured At this point in the call, I was extremely distressed and crying uncontrollably, as I had now spent weeks attempting to resolve what is clearly a fraudulent transaction and had instead been : Given conflicting and inconsistent information Passed repeatedly between departments Prevented from submitting evidence Locked out of my accounts Told I was liable for a transaction I did not authorize Concerns Expressed During Call I clearly expressed to XXXX that : There has been a complete failure of customer service and fraud protection I do not understand how a fraudulent transaction of this magnitude was approved without alerting me I do not understand how multiple employees are providing contradictory information about the claims process I feel that I am being passed from department to department to avoid resolution I do not understand how a newly issued, unactivated replacement card could immediately be compromised again I do not feel that my finances are safe at Bank of America I further explained that : I have no involvement whatsoever with the fraudulent transaction I have provided and attempted to provide documentation demonstrating this I am being prevented from properly defending myself Response from Fraud Supervisor ( XXXX ) XXXX was professional and empathetic ; however, he confirmed that : My claim had been closed He was unable to confirm whether the claim had actually been reopened the prior day during my in-branch visit This was particularly concerning because I had : Spent hours in person at a branch Verified my identity with two forms of ID and PIN entry Been explicitly told by a fraud representative that everything was being taken care of and the claim was reopened Further Instructions Given XXXX provided me with a phone number for the fraud claim reviewing department and instructed me to call them on Monday, as they were not open at the time of the call. \n\nHe further instructed me that I would need to : Repeat the entire situation again Request that they provide me with a way to submit documentation demonstrating that I am not involved in this fraudulent transaction, as they have been actively trying to accuse me and hold me liable for a crime I did not commit. \n\nResulting Impact and Ongoing Harm At this point, the process had become circular and non-functional. I expressed clearly that : I feel like I am on a hamster wheel, being asked to repeat the same facts over and over without resolution I no longer have confidence that anything I am told by the bank is accurate or reliable I feel that I am being defrauded twice : o First by the individual ( s ) who stole my money o Second by the institution that allowed the transaction and is failing to correct it I also raised fundamental questions that remain unanswered : Why has a basic investigation not determined this was fraud? \nCan the bank not : o Trace where the funds were transferred?\n\no Confirm that the receiving account does not belong to me?\n\no Identify the origin location of the transfer and compare it to my actual location on XX/XX/XXXX? \no Recall or freeze the transferred funds? \n\nNotice of Further Action I informed XXXX that : I am prepared to file a formal complaint with the Federal Trade Commission I am prepared to engage legal counsel My husband, XXXX XXXX, and I are prepared to withdraw substantial funds ( approaching $ XXXX combined ) from Bank of America and move our banking and mortgage relationship elsewhere Personal and Professional Impact I also explained the real-world consequences of this failure : I have a scheduled mental wellness retreat in XXXX beginning Sunday through Wednesday ( XX/XX/XXXX ), which is now overshadowed by this unresolved issue Instead of resolution after nearly three weeks, I am now forced to carry this stress into that time To reiterate : I am raising two small children I work in a high-demand executive role as Senior Vice President at Entertainment Media Ventures I have just launched a new company, XXXXXXXX XXXX XXXX, where I serve as XXXX XXXX XXXXXXXX  I do not have ANY TIME as it is, and Bank of America has wasted dozens of hours of my time, taking away from critical work projects and time with my family Despite this, I have been : Treated dismissively Denied clear answers Prevented from submitting evidence And at times made to feel as though I am being treated as responsible for criminal activity rather than the victim of it Conclusion of XX/XX/XXXX Events At the conclusion of this call, there was still : No resolution No confirmed active claim under proper review No ability to submit evidence No assurance that my accounts are secure This situation is completely unacceptable, and I am demanding immediate resolution. \n\nSupporting Exhibit : XXXX  XXXX XXXX XXXX Bank of America Sent at XXXX XXXX  Stating Claim Was Closed Again XX/XX/XXXX Escalation Attempt and Breakdown in Support Process On XX/XX/XXXX, I contacted Bank of America at XXXX, following prior instructions from a representative identified as XXXX. Upon reaching an agent, I immediately requested to speak with a supervisor due to the ongoing urgency and complexity of my fraud claim. \n\nInstead of being connected to a supervisor, I was transferred multiple times across departments. At each transfer, I was required to restate the full details of my situation. Eventually, I was connected with an individual who I believed to be a supervisor ; however, they appeared unfamiliar with my case and required a full re-explanation. That individual informed me that they had no information on how I could submit supporting evidence for my fraud claim, which directly contradicts prior guidance I had received. \n\nI was then transferred again. After once more explaining the situation, I discovered that I had been routed back to general customer service, rather than a fraud or supervisory team. At this point, after more than an hour on the phone and repeated failed transfers, I became extremely distressed. \nI formally requested that all calls from this date be reviewed and that the conduct of the customer service representatives involved be placed under formal internal review, as the handling of my case was disorganized, inefficient, and wholly inadequate given the seriousness of a fraud claim. The repeated misrouting and lack of procedural knowledge prevented me from submitting critical evidence and materially delayed resolution of my claim. \n\nXX/XX/XXXX Failed Fax Attempts and Paid Third-Party Transmission On XX/XX/XXXX, I attempted to submit my fraud dispute documentation via fax to XXXX, as instructed. Multiple attempts to transmit the documents were unsuccessful and rejected. \nDue to the urgency of ensuring my evidence was received, I paid {$50.00} to send the documents via XXXX  XXXX  ( XXXX ). I received a confirmation indicating that the fax transmission was successful ( see XXXX XXXX ). \n\nTo further ensure delivery, I sent the documents again via an additional fax service ( XXXX  ), and received a second confirmation of successful transmission ( see XXXX  XXXX ). \n\nDespite following all provided instructions and incurring out-of-pocket expenses to do so, I have not received confirmation from Bank of America that my documentation has been properly received or logged into my case file. \n\nSupporting Exhibit : XXXX  XXXX Successful Fax Confirmation XXXX XXXX XXXX  XXXX Successful Fax Confirmation XXXX  XX/XX/XXXX Conflicting Information, Hostile Interaction, and IP Address Dispute On XX/XX/XXXX, I contacted Bank of America again and spoke with a representative identified as XXXX ( XXXX  ), who was empathetic and attempted to assist. I was then transferred to an individual named XXXX XXXX XXXX  XXXX, whose conduct was notably unprofessional and dismissive. I am formally requesting that this call be pulled and reviewed, as his behavior materially added to the distress and mishandling of my case. \n\nFollowing this interaction, I was transferred to XXXX, a supervisor, who stated that she would : File internal customer complaints regarding prior interactions Add notes documenting my repeated attempts to submit evidence Keep the fraud claim open until documentation is confirmed received During this call, XXXX stated that the IP address associated with the fraudulent transaction was consistent with my historical usage. \n\nI explicitly dispute this assertion. At the time of the unauthorized transaction, I was physically present at my office in XXXX XXXX in XXXX XXXX, a highly secured facility with verifiable access logs and surveillance records. I am prepared to provide supporting evidence confirming my location. \n\nAdditionally, it is widely recognized that IP addresses can be spoofed or masked, particularly in cases involving coordinated fraud or spam attacks. The presence of a familiar IP address alone does not constitute proof of authorization ( see XXXX  XXXX ). \nXXXX advised that I should also submit my documentation via certified mail, and confirmed that notes would be added to ensure my claim remains open pending receipt and review of my materials. \n\nSupporting Exhibit : XXXX  XXXX FBI.GOV article explaining the prevalence of IP address spoofing and its use in fraudulent activity. \n\nThis article explains that IP addresses can be manipulated, masked, or spoofed by bad actors to make a transaction appear as though it originated from a legitimate user or familiar location. Techniques such as VPN masking, proxy routing, and spoofing tools are commonly used in coordinated fraud and spam attacks. \n\nThe existence of a matching or familiar IP address does not constitute reliable proof of user authorization, particularly in cases involving : Spam or phishing attacks Unauthorized account access Coordinated fraud attempts This exhibit directly challenges Bank of Americas assertion that an IP address consistent with prior usage is sufficient evidence to attribute the transaction to me. It supports the position that additional authentication evidence is required to establish authorization. \n\nXX/XX/XXXX Reversal of Temporary Credit and Ongoing Financial Harm On XX/XX/XXXX, I logged into my Bank of America account and observed that the previously issued temporary credit had been removed without prior notice or explanation. \n\nAs a result, my account balance reverted to approximately {$20000.00}, and I am now incurring interest charges on a balance that I continue to dispute as fraudulent. \n\nThis action has caused immediate and ongoing financial harm, including : Accrual of interest on a disputed and unauthorized transaction Significant negative impact on my account standing Additional emotional distress given the unresolved status of my fraud claim At no point prior to the removal of the temporary credit was I provided : A formal determination letter Supporting evidence for denial of my claim Confirmation that my submitted documentation had been received and reviewed Given that my fraud claim remains disputed and under active submission of supporting evidence, the removal of the temporary credit appears premature and procedurally improper. \n\nI am requesting : Immediate reinstatement of the temporary credit pending full investigation Reversal of all interest and fees associated with the disputed transaction A written explanation detailing the basis for removal of the credit Final Notice of Escalation If this matter is not resolved promptly and appropriately, I will have no choice but to escalate this dispute further. This includes filing formal complaints with the Better Business Bureau, the Federal Trade Commission, and all other relevant regulatory and oversight authorities, as well as pursuing direct legal action against Bank of America. \n\nI am fully prepared to provide the extensive documentation, timeline, and supporting exhibits outlined herein, which clearly demonstrate both the fraudulent nature of this transaction and the banks failure to conduct a reasonable and consistent investigation. I will also seek recovery of all damages incurred, including financial losses, interest charges, and any additional remedies available under applicable law. \n\nI strongly urge Bank of America to take immediate corrective action to resolve this matter before further escalation becomes necessary. \n\nI declare under penalty of perjury under the laws of the State of XXXX and the United States of America that the foregoing statements, timeline, and supporting exhibits are true and correct to the best of my knowledge, information, and belief. \nI further declare that all documents submitted in support of this claim are authentic and have not been altered, and that this statement is made in good faith in connection with a fraud dispute.","date_sent_to_company":"2026-05-04T19:03:56.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"90046","tags":null,"has_narrative":true,"complaint_id":"21861416","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-05-04T18:45:30.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I had not opened the envelope containing the new card, had not accessed the new card, and had not <em>activated</em> it. \n\nThis is a critical fact. A balance transfer request was attempted on a reissued card that I had not opened or <em>activated</em>. This further confirms that the fraudulent activity was not initiated by me and <em>could</em> not have resulted from my normal use of the card. \n\nFor this attempted transfer, I received both a text alert and an email alert from Bank of America."]},"sort":[6.6050014,"21861416"]},{"_index":"complaint-public-v1","_id":"19204934","_score":6.3658566,"_source":{"product":"Checking or savings account","complaint_what_happened":"This is a new complaint based on information I was only recently able to obtain from Synchrony Bank, as I have been unable to log into their website from abroad. I now have proof, via bank statements and emails, that they have been lying about not charging international transaction fees since I first asked them about this in XXXX, XXXX, and in subsequent emails and phone calls. \n\nSynchrony Bank has consistently lied about charging ATM or foreign currency transaction fees since I filed this complaint last XXXX. Again, I have been consistently told by Synchrony that they do not charge international transaction fees and that they reimburse ATM fees. See attached emails for proof that they have been lying since XXXX, XXXX about international trasaction fees. \n\nCFPB Complaint filed against Synchrony Bank on XX/XX/XXXX Description : Synchrony Bank failed to respond appropriately to my original complaint -- especially my well-supported documentation of claims made by bank personnel both before and after my recent XXXX travel, which have been totally contradicted by Respondent -- as well as my complaints about being unable to reach their so-called \" XXXX banking department '', the Respondent 's contradiction of the terms set forth in their Consumer Deposit Account Agreement and Disclosures, and serious complaints about their so-called \" chat customer service '' function which is a total joke, as third-party chat agents have no access to account information. despite the fact that these issues have been well known to XXXX since XX/XX/XXXX. Their recent \" response '' contains the following misstatements, equivocations, fabrications, and outright lies : XXXX XXXX Synchrony Bank was informed by me on XX/XX/XXXX at XXXX pm XXXX that my XXXX phone number was no longer valid and should never be used to send security codes or other account confirmation information. During that same call, I provided a valid phone number for Synchrony Bank to reach me in the XXXX, but they never called me back. Despite this, XXXX claims that a \" colleague '' attempted to contact me on that invalid phone number on XX/XX/XXXX, more than XXXX weeks after I informed them telephonically that the XXXX phone number was no longer valid. This constitutes a gross violation of account security, as the phone number may well have been reassigned to another customer by that date. Synchrony Bank is fully responsible for any breach of account security due to their grossly irresponsibility and negligence. XXXX ) All phone charges from the XXXX have been documented in the complaint, and will not be documented by \" fax '', XXXX pigeon, snail mail, nor any other XXXX or XXXX technology. XXXX will provide a secure email address for all future communication. International phone calls to the XXXX from XXXX XXXX are based on a flat rate of XXXX XXXX, or roughly XXXX XXXX. There is no documentation from XXXX XXXX of charges for individual international calls. I do have phone logs of all calls made or attempted to the number I was given by your chat center, XXXX, and the general customer service number I was obliged to use after that number ceased working, XXXX. YOU WILL COMPENSATE ME FOR EVERY MINUTE USELESSLY SPENT ATTEMPTING TO GET ACCOUNT INFORMATION FROM YOU AT THESE XXXX NUMBERS, AND YOU WILL SUPPLY A SECURE EMAIL ADDRESS FOR THE DELIVERY OF COPIES OF MY CALL LOGS. BASED ON THE FEE OF XXXX XXXXXXXX, SYNCHRONY NOW OWES ME APPROXIMATELY {$25.00}. XXXX ) Respondent claims to be \" appreciative '' of my informing them about the misinformation I was given on XX/XX/XXXX and afterwards regarding Synchrony 's fee-free international withdrawals and reimbursements for all ATM fees, yet neither is mentioned specifically in the replay, and respondent deliberately avoids confirming or denying that such claims were made to me both before my departure from the XXXX and XXXX XX/XX/XXXX. Such claims were indeed made, and Synchrony has a legal obligation to abide by them. XXXX ) Respondent 's claim about the XXXX XXXX is laughable on its face, as I do indeed have a permanent XXXX address which I have been unable to change on Synchrony Bank 's website because I am unable to log into it. There is no obligation for a XXXX phone number from any of the other XXXX banks I do business with, and confirmation by email is all they require. In XXXX case, a bank activated my account for XXXX ACCESS confirmation so that neither telephonic nor email confirmation would be required. Synchrony has made no effort whatsoever to provide login confirmation by email, nor by a third-party confirmation app such as XXXX ACCESS because they simply don't care whether they have my account or not, and are outrageously incompetent in providing customers with alternatives to telephonic confirmation. For this egregious oversight alone, they should not be allowed to continue to conduct banking activity in the United States. XXXX XXXX Synchrony Bank indicates that they can not use an international mailing address to send account information to. I have never requested that they do so. I provided my permanent XXXX mailing address to the \" XXXX '' with whom I spoke on XX/XX/XXXX, but she obviously never reported it to the bank. In addition, all mail sent to my previous address will be forwarded to my permanent mailing address in the XXXX, as indeed Synchrony already knows, as they continued to send mail to my previous address despite my informing them of this change. The claim that somehow I am eligible to do banking in the XXXX because I have no XXXX mailing address is fallacious and a red herring, and Synchrony Bank knows it is. In addition, the international number XXXX provided XXXX XXXX XXXX no longer works, and since my original call to that number on XX/XX/XXXX, I have been unable to reach anyone using it. Synchrony Bank has no \" XXXX Banking '' department, and the claim by the XXXX I spoke with on XX/XX/XXXX that she was in that department was a total falsehood, as personnel at the regular customer service number have confirmed on multiple occasions. Respondent 's claim that I am unable to close my account because I am not physically present in the XXXX is the height of absurdity and worthy of ridicule and lawsuits to force them to abandon such a ridiculous claim. XXXX ) Respondent confirms that Synchrony Bank will refund all ATM fees charged by ATM machines up to {$5.00} per statement cycle. I have absolutely no way of knowing whether Synchrony has lived up to this promise because I have been unable to access my bank statements for the last 3 months, as Synchrony well knows. The distinction between an ATM card and a debit card is moot and absurd, as Synchrony 's ATM card functions exactly as a debit card, and no withdrawals can be performed above the current balance in the account. It baffles me that Synchrony would make such a ludicrous claim which has utterly no relevance to my complaint. Respondent 's claim that \" Synchrony Bank does not refund any foreign exchange conversion or ATM access fees when you use your card internationally '' directly contradicts what I was told by Synchrony Bank personnel both before my departure AND on XX/XX/XXXX, when I spoke with a \" XXXX '' in the \" XXXX banking '' department. No such distinction between foreign and international transactions appears in Synchrony Bank 's Consumer Deposit Account Agreement and Disclosures, so ALL ATM FEES MUST BE REFUNDED UP TO THE {$5.00} LIMIT PER BILLING CYCLE. ANY FAILURE OF SYNCHRONY BANK TO ABIDE BY THEIR OWN DECLARATIONS AND THE Consumer Deposit Account Agreement and Disclosures MUST BE CONSIDERED WILLFUL BREACH OF CONTRACT AND FRAUD. In addition, Synchrony confirmed before my departure and afterwards that Synchrony charges no international transaction fees, and that is indeed what I was told by way of confirmation from the \" international banking XXXX '' I spoke with on XX/XX/XXXX! ANY CLAIM TO THE CONTRARY IS A FLAT-OUT LIE, AND CONSTITUTES ANOTHER BREACH OF CONTRACT. ( NOTE THAT EVERY TIME I HAVE WITHDRAWN MONEY FROM MY SYNCHRONY ACCOUNT, SYNCHRONY HAS USED THE OFFICIAL XXXX XXXX XXXX XXXX XXXX PLUS A XXXX % XXXX  CURRENCY FEE, WHICH IS NOT APPLIED BY THE BANK OWNING THE ATM NOR BY XXXX XXXX, BUT ONLY BY SYNCHRONY BANK! AND I HAVE CHALLENGED THIS FEE EVERY TIME I MAKE A WITHDRAWAL, AND RECEIVE A REVISED NOTICE INDICATING THAT THE FEES HAVE BEEN REMOVED FROM THE TRANSACTIONS. BECAUSE RESPONDENT 'S CLAIM CONTRADICTS SYNCHRONY 'S MULTIPLE ASSURANCES THAT NO INTERNATIONAL EXCHANGE FEES ARE EVER CHARGED BY SYNCHRONY, IT MUST BE VIEWED AS A DELIBERATE BREACH OF CONTRACT BY THE BANK AND MUST BE FURTHER INVESTIGATED BY THE CFPB! XXXX ) Apparently the XXXX fails to understand how \" the internet '' works when she makes the following asinine statement : \" Online account access may not be available, as we are not an international bank ; as a XXXX XXXX XXXX XXXX XXXX XXXX  can not be verified ; and the internet may not support our website- www.synchronybank.com. Please know, chat agents are unable to verify the account, and they will direct the customer online. Once logged into your account, you can send a secure message to Synchrony Bank, and the account information can be provided through secure message. '' I have never had a problem accessing XXXX from the XXXX. The problem, as XXXX well knows, IS THAT I CAN'T LOG IN WITHOUT A CONFIRMATION CODE WHICH SYNCHRONY REFUSES TO SEND TO THE VALID EMAIL ACCOUNT ASSOCIATED WITH MY SYNCHRONY ACCOUNT, BUT INSISTS ON USING ONLY AUTO-GENERATED SMS CODES TO A XXXX PHONE XXXX WHICH HAS NOT BEEN VALID SINCE XX/XX/XXXX, AS I INFORMED SYNCHRONY ON XX/XX/XXXX. YET SYNCHRONY KEEPS INSISTING THAT I CAN ONLY ACCESS MY ACCOUNT ONLINE. I CAN NOT BECAUSE THEY REFUSE TO PROVIDE CONFIRMATION CODES BY EMAIL, PURE AND SIMPLE, AND AS A RESULT, SYNCHRONY IS REFUSING TO PROVIDE ACCESS TO MY ACCOUNT. THIS DIVERSION INTO THE MYTHOLOGY OF \" THE INTERNET '' IS NOTHING MORE THAN A DISTRACTION FROM THE REAL ISSUE RESPONSIBLE FOR DEPRIVING ME OF ACCESS TO MY ACCOUNT, WHICH IS SYNCHRONY 'S INSISTENCE ON SMS MESSAGES ONLY FOR CONFIRMATION CODES. NO ONE IS CONVINCED BY RESPONDENT 'S ATTEMPT TO BLAME THEIR ACTIONS ON \" THE INTERNET ''! XXXX ) Synchrony 's vapid XXXX regarding their concern for their customers is beneath contempt! Their is not a single \" compliance '' issue related to my accessing my account at Synchrony, as I am able to do with XXXX other banking institutions which are linked to my Synchrony account. I have no such \" compliance '' issues with them, as they actually care about their customers -- including those traveling abroad -- and provide full access to their account via email confirmation and account login not requiring SMS confirmation codes. Synchrony is on its own with this, and it is they who are not in compliance with the norms of reputable customer service. None of the issues I brought forward in my original complaints have been addressed by XXXX. This case MUST remain open until Synchrony complies with my right to access account information from overseas. Failure to do so is actionable, regardless of the CFPB 's findings, and will be pursued under state and federal banking regulations as appropriate. Because Synchrony Bank has failed to respond adequately to any of the claims made in my original complaint -- even after taking almost XXXX weeks to respond -- I submit this new complaint as a means of forcing respondent to deal with the lies, deceptions, denials, deferrals and outright fabrications which appear in Synchrony 's so-called respond. Nothing has been resolved. My demands for reimbursement still stand, as does my demand for access to my account! Sincerely, XXXX XXXX RESPONSE : XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Subject : CFPB Case XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  Account Dear XXXX XXXX XXXX XXXX behalf of Synchrony Bank , we are responding to your concerns raised through the Consumer Financial Protection Bureau ( CFPB ). We appreciate you bringing this matter to our attention. My colleague attempted to call ( XXXX ) XXXX, the phone number on file and on the CFPB complaint on XX/XX/XXXX, in order to discuss your account ; however, they were unable to reach you and received a busy signal. \nWe previously responded to your complaint on XX/XX/XXXX. For your convenience, a copy of our response has been enclosed. After a review of your concerns regarding international contact with Synchrony Bank, online access, ATM fees and international transaction fees. Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original response ( XXXX ). If you have any additional documentation for review, please provide a copy to us and we can reopen your investigation. \nThe following Information that can be found in our website www.synchronybank.com under FAQ : You can use an ATM displaying the XXXX or XXXX logos. Your ATM card is provisioned to work in the XXXX and internationally. To locate an ATM, click here. \nSynchrony Bank does not currently charge a fee for using an ATM. However, there XXXX be an ATM fee charged by the ATM owner/operator or the financial institution. Synchrony Bank will refund domestic ATM fees charged by other financial institutions, up to {$5.00} per statement cycle. Synchrony Bank does not refund any foreign exchange conversion or ATM access fees when you use your card internationally. \nOur international phone number is ( XXXX ) XXXX, Monday - Friday : XXXX XXXX to XXXXXXXX XXXX. XXXX, Saturday and Sunday : XXXXXXXX XXXX XXXX XXXX XXXX. XXXX. \nWhy does Synchrony not allow foreign addresses? In accordance with the XXXX XXXX and as part of our XXXX XXXX XXXX, Synchrony Bank is required to authenticate every Account Holders permanent address. Currently, we dont have a tool or system that can validate that a foreign address is legitimate. \nPlease know, Synchrony Bank not an international bank. There is no guarantee that customers will be able to log in online when outside the country due to internet/website security restrictions. Our XXXX XXXX ( XXXX ) is the practice of using multiple data elements and more than XXXX factor to assist in the authentication of an account holder 's identity : XXXX ) Knowledge - something the account holder and only the account holder will know ( username, password, the answer to their security question, account data, etc. ). \nPage XXXX XXXX ) Possession - something the account holder and only the account holder has access to ( a verified phone or phone number ). \nXXXX ) XXXX - something the account holder and only the account holder is ( voice recognition or biometrics ). \nUpdating personal information or sending an XXXX is a High Risk Transaction ( HRTs ), which is a transaction that could place the Bank or the account holder at risk of fraud. If these security measures can not be met, then we are unable to send an OTP to an unverified phone number, address, or email. \nFor security purposes, when accountholders access an account via the Internet from an unregistered device, accountholders are required to complete a XXXX Time Passcode ( OTP ) process in which the Bank will issue a temporary PIN code that can be sent via text message or telephone call to confirm their identity. If the telephone number provided has not been registered in the Bank 's system, they will be retrieved from the credit bureaus. If an accountholder registers their device, they will no longer be prompted to complete this step. \nIf you choose to close your XXXX account, the funds can be sent to a verified registered account or a check can be sent to a XXXX address. If you have any further concerns a banking representative can be reached at ( XXXX ) XXXX. \nWe would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account. \nThank you for the opportunity to respond to your concerns raised through the CFPB. If you have additional questions regarding this matter, contact me at ( XXXX ) XXXX, extension XXXX. I welcome the opportunity to assist you. \nRespectfully, XXXX XXXX XXXX XXXX Senior XXXX Corporate Consumer Relations Synchrony Bank Attn : IID XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX Enclosure ( XXXX ) cc : Consumer Financial Protection Bureau New CFPB Complaint XX/XX/XXXX What happened? \nDespite what is clearly stated in Synchrony Bank 's Consumer Deposit Account Agreement and Disclosures, Synchrony Bank XXXX XXXX XXXX Account has failed to compensate for service fees and ATM fees for overseas transactions. There is no specification that foreign ATM withdrawals are exempt from Synchrony 's policy of reimbursing such fees in the Consumer Deposit Account Agreement and Disclosures. To date, Synchrony has charged my account more than {$50.00} USD in such fees, and has made no effort to reimburse my account. This is fraud. \nI want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. \n\nThe CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. \nInactive modal Inactive modal Edit this section What would be a fair resolution to this issue? \nImmediately restore ALL FUNDS debited from my account for foreign ATM or transaction fees and notify me immediately by email that this has been done. Synchrony bank has my verified email address on file. Under no circumstances is Synchrony Bank to use my old phone number XXXX XXXX as that number is no longer within my control. Synchrony bank has received a Cease and Desist order prohibiting them from using that number, and any infractions will be prosecuted. \nInactive modal Edit this section XXXX attachment View uploaded documents by clicking on the file name. Documents that pass virus scanning are typically available within XXXX minutes of upload. \n________________________________________ CFPB Complaint filed against Synchrony Bank on XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2026-02-03T08:50:51.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"85704","tags":"Older American","has_narrative":true,"complaint_id":"19204934","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-02-03T08:31:18.000Z","state":"AZ","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":["Updating personal information or sending an XXXX is a High Risk Transaction ( HRTs ), which is a transaction that <em>could</em> place the Bank or the account holder at risk of fraud. If these <em>security</em> <em>measures</em> can not be met, then we are unable to send an OTP to an unverified phone number, address, or email."]},"sort":[6.3658566,"19204934"]},{"_index":"complaint-public-v1","_id":"16217577","_score":6.3621182,"_source":{"product":"Checking or savings account","complaint_what_happened":"Hello Wells Fargo I am XXXX XXXX XXXX My account number is XXXX Wells Fargo fraud prevention department and claims department have blocked my deposits coming from the United States Treasury and any other sources before the date my account is set to closed on XX/XX/XXXX making it difficult for me to just simply receive my funds on the first of the month in order to pull out my funds when I receive them on the XXXX of the month or 3 days earlier as I normally do and that makes it difficult for me to pull my funds out and simply switch to another bank.. \nWells Fargo claims and fraud prevention department has taken the initiatives to shut down or cancel my debit cards without giving any notifications thus creating unexpected inconvenient and uncomfortable situations for me during and after making normal legitimate purchases with my debit card and in some cases creating unpleasant situations which could have costed me my life, costed me to be injured or harmed by another person and has even caused me to be arrested and in trouble with the law in cities like XXXX XXXX sometimes when I was all of a sudden unable to pay a restaurant bill or and even pay a bill tab or check into a hotel properly because and behind the XXXX claims department randomly and selectively and without warning freezing and canceling by Wells Fargo debit ATM card during times the claims department was closed and unreachable and there was nobody to talk to except an average banker who could do nothing about The situation and dilemma I was in. there was nothing I can do about it except for wait over night and or wait over the entire weekend from Friday to Monday if Monday didn't fall on a holiday leaving me broke and unable to access funds to be able to turn my card on and it didn't even matter to them if I verified my information and who I was my phone or by internet or by email in order to turn my card back on. Sometimes these weights took place in the jail cell in XXXX .there were times when the claims department had taken the initiative to actually cancel my card forcing me into a position to make a claim for where no money was being requested on my end but reporting my car lost in order to receive a new card there were times the claims department had closed my card before or on holidays like the XXXX of XX/XX/XXXX XXXX XXXX XXXX and there was no way to fix the problem at all even through verification code there was nothing that the 24-hour bankers over the phone could do to help me resolve the issue once again forcing me in a position to have to file a claims and replace my card as I had no idea and no clue that the claims department was keeping count of every minor or major claim as a strike against my account and my credibility card eligibility and my account eligibility and their actions sometimes caused me to be irate, hopeless, helpless, and even humble, while addressing Wells Fargo bankers over the phone. \n\nThere have been times when they have been malicious in their actions and in their responses over the phone well engaging with them. The first time my debit card was revoked for one year for what they claimed to be behind too many claims which was impractical and inaccurate when they sent me a card in the mail that I had been waiting for over a 2 week period when I finally received it and tried to activate it it would not work so when I called customer service they couldn't explain to me why this card wouldn't work so I was transferred over to the claims department the claims fraud prevention department operator told me XXXX that if I received the card in the mail already then I should go ahead and burn it because I didn't deserve the right to use a debit card and then he hung up the call. also let me add that many times I have had to experience and accept humiliation when all of a sudden my card was froze at grocery stores convenience stores after waiting in long lines for long periods of time and sometimes when I didn't have my phone on my person and this would happen I would have to go through hoops to verify my information over the phone and then be asked to visit a branch in person during times there weren't any nearby Wells Fargo 's and times the bank would not fully authorize or update my phone number after I updated my phone number it wouldn't approve my phone number and their system. There are too many times when I had to contact the bank and complete surveys or answer security questions and verbally say my personal information over the phone loud enough for the operator get here putting my information at risk to figure out why my card was unexpectedly being froze or canceled and I would have to take complicated measures just to prove and verify that it was actually me using using the card or making the transaction. the claims department has taken it upon themselves to do these things in the name of protecting my account and protecting my funds however it has served more as an inconvenient distracting and unpleasant rather than being protected it makes you feel targeted there were incidences where I had misplaced my wallet or did lose my card and it wound up in the hands of somebody who has used it and this has only happened very few times very few times most of the claims that they have on record didn't have anything to do with fraud at all most of the claims on my record were during a period when Wells Fargo used to issue temporary cards at a branch and I was a homeless traveling American XXXX  who did depend on these cards heavily because I had no official address to receive my debit card the official one so in order to get a new temporary card I would have to file for a card replacement and cancel the one sent in the mail but there were no financial claims or cost or true financial burdens on the company of Wells Fargo I have not received fair treatment from Wells Fargo that other clients have received or do receive I fill in my heart I am targeted and judged because they're able to see that my funds come from the federal government social security United States Treasury department to I've tried to be a good customer and report anything suspicious that I saw myself with regarding faulty ATMs in XXXX or faulty businesses who steal information without expecting compensation or responsibility from the bank I've try to be a good customer by reporting faulty internet scams when I saw them that did not get me for much but I felt as a customer who's my duty to help protect my bank and my account and Wells Fargo by making these reports that were true and accurate. I remember one time in XXXX  in XXXX a California border patrol homeland security officer dull or kept my wallet while I personally turned my card off using the app but yet he attempted to use my card at XXXX gas station at XXXXXXXX XXXX I made a police report regarding this matter and nothing was done however my card was replaced yet unlike all other customers I was unable and it was impossible to connect my card to XXXX XXXX  an app which I commonly used which was recommended by Wells Fargo and in order to use this feature I was guided into the direction by Wells Fargo to purchase upgrade my phone yet many times it served no good purpose because of many incidences Wells Fargo made it impossible for me to use the app or connect my debit card to XXXX XXXX  and never truly bothered to explain why but it caused me to have to go on circles and jump through hoops behind them requesting me to visit a bank in person which I did everything by the book and yet had still been unable to connect my debit cards to the app or even when I connected my debit card to the app I was unable to use it. I've been a customer with Wells Fargo since XXXX and I endured and observed cruel and unusual discriminations from this bank but I kept my account open with Wells Fargo in good faith that someday there practices would improve or there will be Justice and Im keeping my faith in XXXX and I keeping my faith that Wells Fargo does have a chance to become a better Bank and treat its customers with equality regardless of their background or their financial status or their class anytime I have used overdraft services and have been overdraft with this bank I have paid the fees and paid on time I have pleaded with XXXX XXXX XXXX head of the claims department in my area I have pleaded with the coins department to at least delay my closure which was denied I have tempted to send kind emails which were reported not to exist. \n\nOn XX/XX/XXXXXXXX  after reviewing my account history I noticed some fraudulent ATM transactions made by me attempting to use three to six ATMs at a XXXX XXXX  in XXXX by the name of citimex or I believe it may have been XXXX. I think ATM I commonly used while visiting XXXX XXXX however in the last month of using these ATMs I was charged after these ATMs did not dispense a single peso. Under the understanding that as a Wells Fargo customer it was my responsibility call an alert Wells Fargo regarding these faulty ATMs however when I spoke with the banker things got a little bit complicated she didn't seem very pleasant to speak with and instead of taking the report or giving me the contacts or connected me to the right department she gave me an ultimatum my intention was to simply report what the specific bank and their ATMs were doing it was not to receive compensation for the transactions by any means however when I spoke with the banker she told me that the only way I could report this is by filing a claim try to go down the list with her by reviewing my transactions on the online application and I pointed out the specific few transactions that I wanted to report however somehow do to her misunderstanding she somehow misunderstood the information that I shared with her and she submitted inaccurate information and an inaccurate claim in my name for 17 of the ATM transactions and submitted it to the claims department and it put a stain on my credibility she submitted an accurate information this left a bad taste in the claims department 's mouth and the claims department shut and canceled my card without formal notice as I was in the middle of purchasing an XXXX XXXX  and they revoked my ability or the privilege to even obtain a card for XXXX year then on the XXXX of XXXX I received a letter in the mail that my account would be closing in XX/XX/XXXX and that deposits to my account would be blocked meaning I would be unable to receive my XXXX from the federal government three days before the first of the month as I normally do I was told over the phone by Bank Representatives that I or could receive my funds in the form of a cashier 's check in the mail and that it would take a while over 2 weeks making it impossible for me to simply withdraw my money and move to another bank because it wouldn't be enough time to inform social security to redirect my XXXX funds. To another account it puts me in a very confusing situation I've called the bank I've contacted the front preventions department and humbly asked for an appeal I have humbly XXXX for an extension and have been denied I have expressed the matter truth of the situation and they have not accepted it they've just closed me off and denied even helping me to resolve the matter every time I go to the bank I'm asked to answer numerous questions as if I'm being interrogated by the bankers and in order to draw any funds they have to go through doing extra work to clear my name in the system in order for me withdraw even XXXX bucks I believe the actions of Wells Fargo are immature and judgemental and discriminative especially for a bank who's viewed as a repeat offender they're sure unforgiving and high on their horse and seem to be stuck up there I do not wish to see them fall I do not wish to bring them down I simply have faith and hope to see them able to know how to step down to the right level thanks oh yes they were awesome times where the bank shut my card off for no reason and cancel my XXXX XXXX  and requested me to visit a branch in person in order for me to get it working again after already verifying who I was over the phone there were times they locked me out of my online account without my consent or notifying me properly as well. \n\nAll I am humbly asking is for Wells Fargo not to freeze my deposits this month XX/XX/XXXX. All I am requesting is for Wells Fargo to allow my last deposit for XXXX first to appear in my account so that I can properly withdraw the money myself from a Wells Fargo branch so that I can be able to deposit it into another bank and I am asking them not to put this on my credit report which has a score of XXXX. \n\nI know we have a cool president in office a new president in the office he's shrewd in business and everybody wants to be like him but they're not him but they're trying to be him and they're just making it look ugly. Yes I respect XXXX but let 's have some honor and compassion with it thank you. \n\nSincerely the bumm XXXX XXXX. \n\nOh yes and let me add that yes I get it I XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX it seems but I just want a lawsuit with XXXX XXXX XXXX  I'm expecting to receive in XX/XX/XXXX I'm doubled with taking out small increments with the 12 % interest rate from thrivist legal funding because I'm training myself how to use it properly and I don't want to withdraw too much too fast and I have some positive ideas for possibly building business with some of it and getting off SSI I've been through XXXX a lot XXXX  XXXX that's why I'm writing this letter because I don't need to take XXXX XXXXXXXX. And I don't want you to be in a position to have to take my XXXX I'm not all there but I have dreams and goals and opportunity to make change I'm not just a born American I'm an American blood and lineage..","date_sent_to_company":"2025-09-27T21:24:51.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"92103","tags":null,"has_narrative":true,"complaint_id":"16217577","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-09-27T21:01:45.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["There are too many times when I had to contact the bank and complete surveys or answer <em>security</em> questions and verbally say my personal information over the phone loud enough for the operator get here putting my 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