{"took":85,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":44,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"23131515","_score":31.96294,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/XXXX, I applied for an automobile loan with PenFed and received an email notification that I had been prequalified. On XX/XX/XXXX, I was advised to upload documents including an identification and social security card. I was also informed by a gentlemen in PenFed Security that I did not need to upload a utility bill because the address that appeared on my PenFed profile and the credit application were the same, and my address was last updated and had not changed since XXXX. This representative stated that he would make a note on the account stating this fact. I spoke with this gentlemen XX/XX/XXXX between XXXX XXXX  and XXXX XXXX XXXX. I then uploaded the driver 's license and social security card multiple times. The first time I was informed that the documents were blurred and then I was told that the background could not be white. I then uploaded the documents again. This time, despite being told it was not necessary to upload the utility bill, I received an email from the XXXX XXXX, XXXX XXXX, stating \" In order for us to complete the verification of your address, please upload the most recent utility bill in full within the last XXXX  days. Utility bill must show your name, physical services address, and that its a current utility. '' This is contrary to what I had been told by another representative earlier. I explained to the representative that I did not have a utility bill to upload. Subsequently, I received multiple emails requesting Driver 's License, utility bill dated within the past XXXX  days, or current vehicle registration, current, non-expired U.S. government-issued ID, such as a driver 's license or passport, and Social Security Number . The Driver 's License and Social Security card were uploaded more than 9 times. Despite uploading these documents, and being advised that a utility bill was not needed, members of PenFed continued to request the same documents over and over again - to no end. Based on these series of events, I was prevented from moving forward with and participating in the loan process in a timely manner.","date_sent_to_company":"2026-06-11T22:06:53.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"23131515","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENTAGON FEDERAL CREDIT UNION","date_received":"2026-06-11T21:34:12.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with signing the paperwork"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I was advised to <em>upload</em> documents including an identification and social <em>security</em> card. I was also informed by a gentlemen in PenFed <em>Security</em> that I did not <em>need</em> to <em>upload</em> a <em>utility</em> <em>bill</em> <em>because</em> the address that appeared on my PenFed profile and the credit application were the same, and my address was last updated and had not changed since XXXX. This representative stated that he would make a note on the account stating this fact."]},"sort":[31.96294,"23131515"]},{"_index":"complaint-public-v1","_id":"5085697","_score":27.469173,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX I certified mailed a notarized FTC Identity Theft Report to Experian. Along with a copy of my Drivers License, Social Security Card, a utility bill and a cover letter stating I was a victim of identity theft and to remove all fraudulent accounts, addresses and inquiries listed in the FTC Identity Theft Reports. USPS said that Experian received it on XXXX XXXX. I called Experian on XX/XX/XXXX I was told that some of the accounts were removed and others were being disputed with the creditors because my Identity theft report did not meet Experian 's criteria. And that I needed to send in another Identity theft report along with my Drivers License, a utility bill and cover letter. When I asked what was the reason why it didn't meet their criteria I was told they couldn't tell me. Because someone else may try to just not pay a debt and file an identity theft report to get out of paying nor having it report negative on their credit file. I was given the website address to upload the documents to of experian.com/upload. I kept getting an error message for hours as I was trying to upload the new documents. So I mailed the new documents they requested overnight delivery on XX/XX/XXXX. They have received them.","date_sent_to_company":"2022-01-08T23:38:35.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"60619","tags":null,"has_narrative":true,"complaint_id":"5085697","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-01-08T23:08:15.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["And that I <em>needed</em> to send in another Identity theft report along with my Drivers License, a <em>utility</em> <em>bill</em> and cover letter. When I asked what was the reason why it didn't meet their criteria I was told they couldn't tell me. <em>Because</em> someone else may try to just not pay a debt and file an identity theft report to get out of paying nor having it report negative on their credit file. I was given the website address to <em>upload</em> the documents to of experian.com/<em>upload</em>."]},"sort":[27.469173,"5085697"]},{"_index":"complaint-public-v1","_id":"3265394","_score":26.152582,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a Citibank account online on XX/XX/2019. I received a debit card, and the checking account. I made two deposits in the account. Because i was told if i didnt, the account would automatically close in 30 days. To my knowledge my account was open. My employer sent me a XXXX transfer for {$2500.00} on XX/XX/2019. I called because although i saw the money, i couldnt transfer the money to my XXXX  XXXX XXXX account. I was told that i had to upload my ID, social security card and utility bill. \n\nThe next day someone called me and said, everything was accepted except my utility bill. I explained to them, i have no utility bill, its in my roommates name.. and the building just sent out a letter saying that utilities starting in XXXX will be included in rent. They told me i could send in the utility bill thats in my roommates name, as long as the address matches the address on the account. I explained to them. Rent is due and i need to pay my rent. I also explained to them that a late fee will be applied. They said everything takes 5-10 business days. \nMy issue is if my account wasnt all of the way opened, or if any account is opened online.. where is a disclaimer saying that your account is not fully opened. And why take deposits until you gather everything you need to make the final decision. I plan on going to small claims court and suing for XXXX.. because this is absurd. No one has yet to help.. i have even contacted the ceo of Citibank, and no reply or call back XXXX","date_sent_to_company":"2019-06-05T20:37:01.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"60605","tags":null,"has_narrative":true,"complaint_id":"3265394","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2019-06-05T20:22:10.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["<em>Because</em> i was told if i didnt, the account would automatically close in 30 days. To my knowledge my account was open. My employer sent me a XXXX transfer for {$2500.00} on XX/XX/2019. I called <em>because</em> although i saw the money, i couldnt transfer the money to my XXXX  XXXX XXXX account. I was told that i had to <em>upload</em> my ID, social <em>security</em> card and <em>utility</em> <em>bill</em>. \n\nThe next day someone called me and said, everything was accepted except my <em>utility</em> <em>bill</em>."]},"sort":[26.152582,"3265394"]},{"_index":"complaint-public-v1","_id":"4729514","_score":23.011938,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am an American citizen and have lived outside the United States sine 2008 and have become aware my identity and personal information may have become compromised in the US. \n\nI have attempted to place a security freeze on my account and request a copy of my credit report by mailing Experian at XXXXXXXX XXXX XXXX XXXXXXXX TX XXXX. I submitted my US Passport, proof of my address, a pay stub and a utility bill. I have attempted to phone them. \n\nThey have sent back a letter saying they need more information ( which they already have ) and have asked me to submit these documents by mail or online. When I upload it online is blocks the request repeatedly due to my IP address being outside the United States. \n\nI feel that because I live abroad I'm unable to take proper care of my credit profile and history.","date_sent_to_company":"2021-09-17T16:11:56.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"4729514","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-09-17T15:59:59.000Z","state":null,"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 have attempted to place a <em>security</em> freeze on my account and request a copy of my credit report by mailing Experian at XXXXXXXX XXXX XXXX XXXXXXXX TX XXXX. I submitted my US Passport, proof of my address, a pay stub and a <em>utility</em> <em>bill</em>. I have attempted to phone them. \n\nThey have sent back a letter saying they <em>need</em> more information ( which they already have ) and have asked me to submit these documents by mail or online."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[23.011938,"4729514"]},{"_index":"complaint-public-v1","_id":"3012214","_score":21.61901,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I just spent 2 and a half attempts on Equifax 's direct dispute website attempting to upload documents and directly dispute an account that is being reported on my credit report that is false, mixed and belongs to someone else. I am so frustrated because I got an ERROR twice when I finally go to the end of my disputes and then I attempted to do it for a third time and they lied and said my information was wrong and I no longer could do anything anymore. I feel as though Equifax is deliberately ignoring me. they keep asking me for NEW information that I CAN NOT give the because the account I have been disputing is fraud an not mine. I do not hold an XXXX account I have a XXXX account under my address and I finally I understand that someone is using my social and identity with a different utility company. something is very off and Equifax doesn't care ... .HOW is this account a charge off/bad debt when it is a utility bill? it is not an extension of credit why does it look like a credit card? \n\nI put in this complaint the error notices and I need the CFPB to know I had tp answer the security questions 3 times! I had to start over three times before I gave up. Also, I noticed that Equifax is allowing this company to keep reporting new false and negative info even after it is claimed this account is 'charged off ' 'closed '. this is the most unbelievable situation ever. please reference back my complaints which started in XX/XX/XXXX","date_sent_to_company":"2018-09-06T19:59:27.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"90036","tags":null,"has_narrative":true,"complaint_id":"3012214","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2018-09-06T19:35:17.000Z","state":"CA","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I feel as though Equifax is deliberately ignoring me. they keep asking me for NEW information that I CAN NOT give the <em>because</em> the account I have been disputing is fraud an not mine. I do not hold an XXXX account I have a XXXX account under my address and I finally I understand that someone is using my social and identity with a different <em>utility</em> company. something is very off and Equifax doesn't care ... .HOW is this account a charge off/bad debt when it is a <em>utility</em> <em>bill</em>?"]},"sort":[21.61901,"3012214"]},{"_index":"complaint-public-v1","_id":"7419837","_score":21.577055,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XX/XX/2023, I was approved for a Chase United Club credit card, and paid an annual fee of {$500.00}. I used the card for several months. In XXXX, XXXX, Chase sent me a letter asking for a copy of my social security card. I called to see if they had a secure portal to upload it, and the rep said no, so I mailed a copy of my social security card. \n\nIn XXXX, XXXX, I received a letter from Chase that I needed to provide a copy of proof of my address and my social security card. \n\nI called them and told them I sent them my social security card in XXXX. The service rep said they saw in the system that Chase had received it. She sent me a secure portal to upload my address proof. I uploaded a copy of my utility bill to prove I live here. \n\nShortly after, I received a note that they were closing my account. I called Chase and told them they should have everything, and the security rep advised that he can't access the copy of the social security card because it was sent in XXXX, and they need another copy. After talking to multiple people, I spoke to a supervisor, who understood that I have sent everything that was asked for. I told him I can't keep sending documents only to find that Chase needs something else, and they can't/wo n't look at documents previously sent. Since I have been unable to use my card ( since my account was closed, even though I sent all the documents ) I asked for my {$500.00} annual fee to be returned. I just received a letter from Chase rejecting my request for a refund. So Chase opened an account, took my fee, then closed the account even though I met all their conditions. \n\n\n\nAs an aside, I have been a XXXX year customer of Chase. I have had Chase checking accounts, savings accounts, mortgages and credit cards. Chase has had my social security number for all those years, but now Chase claims they can't verify it, even with recent evidence I sent in XXXX.","date_sent_to_company":"2023-08-18T21:33:26.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"496XX","tags":"Older American","has_narrative":true,"complaint_id":"7419837","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-08-18T20:52:36.000Z","state":"MI","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["She sent me a secure portal to <em>upload</em> my address proof. I uploaded a copy of my <em>utility</em> <em>bill</em> to prove I live here. \n\nShortly after, I received a note that they were closing my account. I called Chase and told them they should have everything, and the <em>security</em> rep advised that he can't access the copy of the social <em>security</em> card <em>because</em> it was sent in XXXX, and they <em>need</em> another copy."]},"sort":[21.577055,"7419837"]},{"_index":"complaint-public-v1","_id":"10987399","_score":21.49504,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am a victim of XXXX XXXX. I mailed in the packet on XX/XX/year> Priority mail along with obtaining a receipt and XXXX  number ( XXXX XXXX ). Two months have gone by and no word from Experian. The negative data furnishings are still being reported. I decided to call the XXXX  XXXX  hotline for Experian at XXXX and they suggested I upload those documents online because they claimed that they never received the packet. I then went and got new documents with current date and signatures then uploaded and submitted my attestation letter notarized along with proof of the non-governmental organization ( NGO ) certification, Internal Revenue Services ( IRS ) nonprofit documents EIN letter, Derogatory items that are requested to be blocked from the data furnishing reports and the NGO 's contact information. I also included a current utility bill, copy of my social security card and identification ( ID ). Experian has denied my claim without following through with my request to block the derogatory data furnishings without reasonable explanation. I enclosed all the correct documentation that was needed in this process.","date_sent_to_company":"2024-12-01T22:23:24.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"85226","tags":null,"has_narrative":true,"complaint_id":"10987399","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-12-01T21:59:40.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I also included a current <em>utility</em> <em>bill</em>, copy of my social <em>security</em> card and identification ( ID ). Experian has denied my claim without following through with my request to block the derogatory data furnishings without reasonable explanation. I enclosed all the correct documentation that was <em>needed</em> in this process."]},"sort":[21.49504,"10987399"]},{"_index":"complaint-public-v1","_id":"10985951","_score":21.480349,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am a victim of XXXX XXXX. I mailed in the packet on XX/XX/2024 Priority Express mail along with obtaining a receipt and tracking number ( XXXX XXXX ). Two months have gone by and no word from Equifax. The negative data furnishings are still being reported. I decided to call the XXXX  XXXX  hotline for Equifax at XXXX and they suggested I upload those documents online because they claimed that they never received the packet. I then went and got new documents with current date and signatures then uploaded and submitted my attestation letter notarized along with proof of the non-governmental organization ( NGO ) certification, Internal Revenue Services ( IRS ) nonprofit documents EIN letter, Derogatory items that are requested to be blocked from the data furnishing reports and the NGO 's contact information. I also included a current utility bill, copy of my social security card and identification ( ID ). Equifax has denied my claim without following through with my request to block the derogatory data furnishings without reasonable explanation. I enclosed all the correct documentation that was needed in this process.","date_sent_to_company":"2024-12-01T21:55:34.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"85226","tags":null,"has_narrative":true,"complaint_id":"10985951","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-12-01T21:42:08.000Z","state":"AZ","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I also included a current <em>utility</em> <em>bill</em>, copy of my social <em>security</em> card and identification ( ID ). Equifax has denied my claim without following through with my request to block the derogatory data furnishings without reasonable explanation. I enclosed all the correct documentation that was <em>needed</em> in this process."]},"sort":[21.480349,"10985951"]},{"_index":"complaint-public-v1","_id":"9065270","_score":21.298086,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have been in a long battle with my XXXX who was stealing my mail, and inevitably apparently stealing my identity in the process. After reporting the incident to the US Postal XXXX XXXX, Office of Inspector General, and XXXX Police Department I then alerted the credit bureaus of my change of address AND information that was incorrect on the report and needed to be blocked pursuant to 15 U.S. Code 1681c2. \n\nI attempted to upload the documents to TransUnion but their online system gave a generic error that I wasnt eligible to upload documents. I then called their Consumer Relations department on XX/XX/2024 and spoke with representative who insisted that I send in a cover letter, Proof of ID, Social Security Card, Bank Statement, and Utility Bill to change the address. I was also told to send an FTC Report as well as Police Report in order to remove the fraudulent accounts. \n\nThese documents were sent at my expense- despite the fact that any other consumer could upload the documents for free - via Priority Mail with Tracking XXXX and delivered XX/XX/2024 at XXXX. On XX/XX/2024 at XXXX a secure email came from TransUnion telling me the documents were unacceptable and to send the same documents I already sent. On XX/XX/2024 I contacted Consumer Relations again and spoke to a supervisor, XXXX, to inquire as to what was incorrect with these documents AND why the items were not blocked per federal law. XXXX proceeded to tell me that I didnt know the law and TransUnion had its own policies. When I forced him to review the documents he proceeded to make up excuses including that the official Pennsylvania Department of Transportation Change of Address card wasnt sufficient as ID along side my actual printed ID ( its worth noting TransUnion is a Pennsylvania based entity, not that Id expect their call centers in XXXX to understand American or even Pennsylvania XXXX ), that because my utility bill noted Floor 1 it couldve been deemed unacceptable, and that they sent their reason for NOT blocking the information to my OLD address which is clearly noted in the police report as where mail was being stolen for quite some time. \n\nXXXX was rude and combative and I finally disconnected the call because it was clear that my legal rights were violated and action should be taken against TransUnion LLC. Shortly after the call I received an email from XXXX showing me that they had taken the position to block and delete all the same referenced accounts as fraudulent. \n\nAttachments included are all documents referenced in this narrative.","date_sent_to_company":"2024-05-21T17:19:43.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"18018","tags":"Servicemember","has_narrative":true,"complaint_id":"9065270","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-05-21T17:14:26.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I then called their Consumer Relations department on XX/XX/2024 and spoke with representative who insisted that I send in a cover letter, Proof of ID, Social <em>Security</em> Card, Bank Statement, and <em>Utility</em> <em>Bill</em> to change the address. I was also told to send an FTC Report as well as Police Report in order to remove the fraudulent accounts."]},"sort":[21.298086,"9065270"]},{"_index":"complaint-public-v1","_id":"7472798","_score":20.23302,"_source":{"product":"Checking or savings account","complaint_what_happened":"My wife and I submitted an online application to open a joint CD account on XX/XX/2023. Since everyone around us had no trouble opening CD accounts and their applications were accepted within an hour with no additional documentation required, we expected it to be the same. However, we did not hear anything until XX/XX/2023, the day my wife, even though I was the primary applicant, received an email from the bank requesting additional documentation, which are copies of driver 's license and social security card and a copy of a utility bill under her name to verify her identity, but I did not receive any communication from them. I checked my spam folder, trash folder and all archived emails, I could not find any email from them. \nWe wanted to open the account quickly, so even though I did not receive any communication, my wife uploaded both of our identification information instead of just hers on XX/XX/2023. We did not hear from them for two weeks, so on XX/XX/2023, my wife called the bank 's customer service department to inquire about the status of our application and to see if there were any issues that needed to be resolved. The customer service representative immediately transferred the call to the security team. She was then told that we had not sent the required documents. She said she did two weeks ago, then the staff told her the documents they received ( they changed to \" received '' ) were not sufficient because they were not clear enough and one of the utility bill copies was outdated, even though the XXXX  bill we sent them two weeks ago was current at the time, but we recently received another bill. The staff did not respond to her inquiry, i.e. she wanted to know what problems or errors in our application may have caused the delay or if we have any negative records on our consumer report such as XXXX XXXX  or XXXX XXXX XXXX, but she did not get and answers. Instead, she was told to take pictures of our ID documents so that she could upload them back to their web site. Now opening a new CD account with them is not important for us but we want to know the reason why we have been treated like this way.","date_sent_to_company":"2023-08-30T04:10:31.000Z","issue":"Opening an account","sub_product":"CD (Certificate of Deposit)","zip_code":"91306","tags":null,"has_narrative":true,"complaint_id":"7472798","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SLM CORPORATION","date_received":"2023-08-30T04:04:08.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["She said she did two weeks ago, then the staff told her the documents they received ( they changed to \" received '' ) were not sufficient <em>because</em> they were not clear enough and one of the <em>utility</em> <em>bill</em> copies was outdated, even though the XXXX  <em>bill</em> we sent them two weeks ago was current at the time, but we recently received another <em>bill</em>."]},"sort":[20.23302,"7472798"]},{"_index":"complaint-public-v1","_id":"5980539","_score":18.814339,"_source":{"product":"Checking or savings account","complaint_what_happened":"I tried to send a wire with Ally Bank. As part of this they asked me to call in, no worries, I did the next day. They asked me for my social and I told them that I don't feel comfortable giving it out because of identify theft issues in the past, but I'm happy to answer other questions. The person said fine, they authenticated me and then said I needed to call back again the next day. Sure no prob. I did and they asked me again to authenticate using my social. I again said that I don't feel comfortable giving it out and to ask me other questions. This lady got really rude and unprofessional and hung up on me. I then learned my account was locked out so I can't access any of my money or even log into my account. \n\nI called back the next day and finally just gave up and gave them my social and did authenticate me, but they now told me that the last lady I spoke to flagged my account because I \" refused to provide my social '' and I have extra steps now for \" the safety of my account ''. I have to upload my drivers license, a photo of me with it, a color copy of my social security card, a utility bill and they can't confirm if there's more they will ask for after that. First this is a complete overreaction in the name of \" security '', secondly I never gave them false info, and I explained each time why I didn't want to give out my social and thirdly I don't have some of that information with me since I'm traveling. \n\nI essentially tried to use one of the bank 's services and as a response they've effectively taken my money. The steps to getting it back are so onerous that it's possible I'm unable to ever get my money back. This is effectively stealing my money.","date_sent_to_company":"2022-09-15T03:45:35.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"89134","tags":null,"has_narrative":true,"complaint_id":"5980539","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2022-09-15T03:25:16.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I called back the next day and finally just gave up and gave them my social and did authenticate me, but they now told me that the last lady I spoke to flagged my account <em>because</em> I \" refused to provide my social '' and I have extra steps now for \" the safety of my account ''. I have to <em>upload</em> my drivers license, a photo of me with it, a color copy of my social <em>security</em> card, a <em>utility</em> <em>bill</em> and they can't confirm if there's more they will ask for after that."]},"sort":[18.814339,"5980539"]},{"_index":"complaint-public-v1","_id":"8068858","_score":18.25056,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a Penfed checking account online in XX/XX/XXXX 2023. I provided all the necessary documentation that was asked of me at that time. In first week of XX/XX/XXXX2023, I found out that my account was locked. I did not receive any communication and I only got to know this because my online access was locked. I contacted the customer care on XX/XX/XXXX23  and they told me that my account had been flagged by the fraud services team and I needed to submit documents online to unblock my account. I submitted the my social security card, drivers license and utility bills as asked by the Penfed customer service. I called customer again on XXXXXXXX23and  this time I was told that while they can confirm that they received all the documents I uploaded, they cant unlock the account since only fraud services team can do it. They refused to transfer my call to the fraud service team. I called again the same day and I was told by another agent that the online document upload would not work as I have to respond to a letter sent to me by mail. I told them I never received a letter. They refused to give me any further information and told me that the account would remain blocked. I As of the date of writing this complaint ( XX/XX/XXXX23 ), my account is still blocked. I have not received any letter from Penfed or any other communication regarding my account. It is outrageous that I am not able to use my account despite providing all documentation they have requested of me.","date_sent_to_company":"2023-12-28T14:05:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"78727","tags":null,"has_narrative":true,"complaint_id":"8068858","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"PENTAGON FEDERAL CREDIT UNION","date_received":"2023-12-28T13:43:00.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I did not receive any communication and I only got to know this <em>because</em> my online access was locked. I contacted the customer care on XX/XX/XXXX23  and they told me that my account had been flagged by the fraud services team and I <em>needed</em> to submit documents online to unblock my account. I submitted the my social <em>security</em> card, drivers license and <em>utility</em> <em>bills</em> as asked by the Penfed customer service."]},"sort":[18.25056,"8068858"]},{"_index":"complaint-public-v1","_id":"9664728","_score":17.798895,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I was sent this from Experian. Now someone tell me how can they report scores on my credit if they don't know who I am. Now try to contact them through their response. \nMember ID # XXXX XXXX XXXX XXXX, We were unable to honor your recent request because you did not provide sufficient or legible identification information for us to verify your identity. \n\nPlease send proof of your Social Security number, such as a copy of your Social Security card or a document from the Social Security XXXX that displays your name along with your Social Security number. In addition, we will need all of the following information : XXXX copy of a government issued identification card, such as a drivers license, state ID card, etc. displaying your current address, and XXXX copy of a current utility bill, bank or insurance statement, etc. \nPlease also include the following identification information : Your full name including middle initial ( and XXXX - XXXX, XXXX, XXXX, XXXX ) Social Security number Date of birth Complete addresses for the past XXXX years Make sure that each copy is legible and displays your name and current mailing address and the date of issue. We are unable to accept voided checks, lease agreements, magazine subscriptions or postal service forwarding orders as proof. \n\nList any information that you would like to dispute, and tell us specifically why you believe the information is not accurate. \n\nTo protect your personal information, Experian does not return correspondence sent to us. Send copies of any documents you wish to provide to us and always retain your original documents. You may also submit your request or documents supporting your claim electronically at experian.com/upload. \n\nConnect with your credit day or night for FREE. View your Free Experian Credit Report anytime. Refreshed every XXXX days upon log in. No credit card required. Start Here! \n\nPLEASE DO NOT REPLY TO THIS MESSAGE This notice is systemically generated, and we can not receive responses. \n\nExperian and the Experian marks used herein are trademarks or registered trademarks of Experian Information Solutions , Inc. Other product and company names mentioned herein are the property of their respective owners. \n\nPrivacy Policy Contact Us","date_sent_to_company":"2024-07-31T01:13:59.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"773XX","tags":"Older American","has_narrative":true,"complaint_id":"9664728","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-07-31T01:00:05.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information is missing that should be on the report"},"highlight":{"complaint_what_happened":["In addition, we will <em>need</em> all of the following information : XXXX copy of a government issued identification card, such as a drivers license, state ID card, etc. displaying your current address, and XXXX copy of a current <em>utility</em> <em>bill</em>, bank or insurance statement, etc."]},"sort":[17.798895,"9664728"]},{"_index":"complaint-public-v1","_id":"9664786","_score":17.768845,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I was sent this from Experian. Now someone tell me how can they report scores on my credit if they don't know who I am. Now try to contact them through their response. \nMember ID # XXXX XXXX XXXX XXXX, We were unable to honor your recent request because you did not provide sufficient or legible identification information for us to verify your identity. \n\nPlease send proof of your Social Security number, such as a copy of your Social Security card or a document from the Social Security Administration that displays your name along with your Social Security number. In addition, we will need all of the following information : One copy of a government issued identification card, such as a drivers license, state ID card, etc. displaying your current address, and One copy of a current utility bill, bank or insurance statement, etc.\n\nPlease also include the following identification information : Your full name including middle initial ( and generation - XXXX, XXXX, XXXX, XXXX ) Social Security number Date of birth Complete addresses for the past two years Make sure that each copy is legible and displays your name and current mailing address and the date of issue. We are unable to accept voided checks, lease agreements, magazine subscriptions or postal service forwarding orders as proof. \n\nList any information that you would like to dispute, and tell us specifically why you believe the information is not accurate. \n\nTo protect your personal information, Experian does not return correspondence sent to us. Send copies of any documents you wish to provide to us and always retain your original documents. You may also submit your request or documents supporting your claim electronically at experian.com/upload. \n\nConnect with your credit day or night for FREE. View your Free Experian Credit Report anytime. Refreshed every 30 days upon log in. No credit card required. Start Here! \n\nPLEASE DO NOT REPLY TO THIS MESSAGE This notice is systemically generated, and we can not receive responses. \n\nExperian and the Experian marks used herein are trademarks or registered trademarks of Experian Information Solutions , Inc. Other product and company names mentioned herein are the property of their respective owners. \n\nPrivacy Policy Contact Us","date_sent_to_company":"2024-07-31T01:14:15.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"773XX","tags":"Older American","has_narrative":true,"complaint_id":"9664786","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-07-31T01:14:14.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information is missing that should be on the report"},"highlight":{"complaint_what_happened":["In addition, we will <em>need</em> all of the following information : One copy of a government issued identification card, such as a drivers license, state ID card, etc. displaying your current address, and One copy of a current <em>utility</em> <em>bill</em>, bank or insurance statement, etc."]},"sort":[17.768845,"9664786"]},{"_index":"complaint-public-v1","_id":"5899725","_score":17.75002,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XX/XX/XXXX I attempted to use my Capital One credit card and the transaction was declined because of \" suspicious '' activity on the account, in talking to the company agent he asked me to verify my identity with by uploading my driver 's license through a link he sent to my on my phone number on record. I complied and sent the verification needed, I was told at the time the process would take several business day to verify my identity. \n\nOn XX/XX/XXXX, I checked the status on my card only to find out that the account was still restricted, so called Capital One again and this time they sent me an email to upload personal identification documents to again verify my identity, and never got an explanation why the first verification did not suffice. \n\nOver the next XXXX months the same scenario kept repeating, I wait and check the status and they repeatedly ask for more documentation, at this point I had repeatedly uploaded my driver 's license, my social security card and several utility bills and always got the response when I check the status weeks later that there's still a discrepancy and I need to do the same document uploading again. The last of these document uploading emails were sent to me XX/XX/XXXX. \n\nI finally gave up on this process and called XXXX last time to get my reward miles transferred elsewhere after paying off the card. I was told that the account was closed and nothing could be done on it at this point. \n\nCapital One has harmed me in XXXX ways, first they restricted my account for an extended period of time without a good explanation or an effective process to restore the account, second they had close my account without my knowledge or consent which will negatively affect my XXXX XXXX, and finally my reward miles that I have earned through the years and kept the account in good standing have vanished with no recourse for me to get them back.","date_sent_to_company":"2022-08-21T03:08:07.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"84121","tags":null,"has_narrative":true,"complaint_id":"5899725","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2022-08-21T02:34:12.000Z","state":"UT","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Over the next XXXX months the same scenario kept repeating, I wait and check the status and they repeatedly ask for more documentation, at this point I had repeatedly uploaded my driver 's license, my social <em>security</em> card and several <em>utility</em> <em>bills</em> and always got the response when I check the status weeks later that there's still a discrepancy and I <em>need</em> to do the same document uploading again. The last of these document uploading emails were sent to me XX/XX/XXXX."]},"sort":[17.75002,"5899725"]},{"_index":"complaint-public-v1","_id":"2633641","_score":17.244425,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Subject : Equifax -7 Year Extended Fraud Alert not requested by consumer, No contact phone number for consumer, no pin or confirmation number for the alert, Equifax requests copies of Social Security Card, Drivers License, and Utility bill be faxed or mailed to them to prove your identity before they will remove it. ( Consumers Beware! Never send all these items together! ) I have been trying to create an on line account to check my social security information. I am being blocked from doing so based on a fraud alert from a credit agency. I got copies of all 3 credit reports on XX/XX/XXXX and discovered that Equifax placed the 7 year extended alert on my account, along with a promotional block. It states this right on the credit report first page. I had tried repeatedly calling the 3 bureaus, but XXXX and XXXX had no knowledge of a fraud alert. I finally got through to a live person at Equifax, on XX/XX/XXXX, who basically told me I had to mail copies of my drivers license, social security card, and a utility bill to them, or fax it there. Fax is not acceptable or secure means of transmission, and mail can be intercepted. I called Equifax several times and finally asked to be transferred to a supervisor who could assist me after verifying me over the phone. This supervisor claimed to have removed the 7 year extended fraud alert, and sent me a letter that states Equifax forwarded my fraud alert request to XXXX and XXXX. The Equifax confirmation number for the removal of the 7 year extended fraud alert is XXXX. Instead of removing the fraud alert from other agencies ( who never had one in the first place ), Equifax asked them to place a 7 year extended fraud alert on my account. I called today, XX/XX/XXXX, and I was able to get both XXXX and XXXX to remove this, and to confirm that it was only placed there by a credit reporting agency on XX/XX/XXXX. All agencies reported that there is a problem with the alert, because no contact information was provided for the consumer when the alert was placed. ( Note : I have a copy of the letter, but can not scan it to upload it here. ) I then called Equifax back and was told by the initial representative that the account still had a flag on it for fraud alert. She transferred me to the fraud department to get it removed. The representative there told me the 7 year alert was already removed. When I asked why there is still a flag on my account, he stated the other people can not see the information he has because they are in a different department and there is no flag. Then he argued with me and continued to state that the fraud alert had been removed. Finally he transferred me to a supervisor who claims he removed the flag also, confirmation number XXXX, and also the promotional block, confirmation number XXXX. He said that the fraud alert was already removed and that Equifax received the request for a 7 year extended fraud alert from XXXX. I assume this is because each credit reporting agency reports fraud alerts to all others, but XXXX is not the agency who requested it. Equifax reported a fraud alert request to the other two agencies, who reported back to Equifax and it seems the fraud flag may have  been re-added on XXXX XXXX, rather than removed. Equifax also has no record of a confirmation number for the placement of the original alert, only for my removal request. Equifax supervisor also informed me that the consumer is always notified, and that a fraud alert goes on the account any time I dispute any information on my account, such as an incorrect address ( resulting from errors by a utility company ), or dispute of the actual validity of charges that do actually belong to my account ( not fraud, just improper billing ). The only notification I received was to request my own credit report, where Equifax lists this on the first page. No other notice was given. The supervisor stated that it was my fault that I did not check my information, and that 's why it is important to read my whole credit report. He then tried to place the blame for the original fraud alert on XXXX, who has no record of this prior to XX/XX/XXXX when Equifax did this. I then called the number for the FTC and was instructed to call Consumer Finance, where I was instructed to file a report online. Before completing this report, I searched the record of existing complaints and discovered multiple complaints regarding Equifax placing these extended fraud alerts, without the consumer 's permission, without sending any notification to the individual, and without adding a phone number to those alerts for the consumer to be contacted in case of legitimate use of their credit information. Given the large number of similar complaints, I am asking that Equifax be investigated. Perhaps employees are trying to get copies of documents and that 's why these alerts are being placed. Or perhaps they just want people to freak out and purchase credit protection services, when there is no real reason for a fraud alert. In either case, malicious insider, or fraudulent sales tactics, this can be considered a crime. Please take this seriously. Search your own database and see the number of complaints. That extended alert could stay for years and go unnoticed if you do n't need to use your credit report for anything. The practice of sending all that documentation via mail or fax should also be stopped. If a medical doctor sends information out, it can not have social security number on it, so why is Equifax expecting consumers to send actual copies of social security cards through the mail or by fax, not only the SSN, but combined with a photo id or drivers license and a utility bill, the employees, or any individual to intercept that, could assume the identity of that person. Its foolish to do so, yet consumers do this regularly because they are desperate enough to get access to their own information.","date_sent_to_company":"2017-08-16T18:45:51.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"06106","tags":null,"has_narrative":true,"complaint_id":"2633641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-08-16T16:48:55.000Z","state":"CT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["If a medical doctor sends information out, it can not have social <em>security</em> number on it, so why is Equifax expecting consumers to send actual copies of social <em>security</em> cards through the mail or by fax, not only the SSN, but combined with a photo id or drivers license and a <em>utility</em> <em>bill</em>, the employees, or any individual to intercept that, could assume the identity of that person."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[17.244425,"2633641"]},{"_index":"complaint-public-v1","_id":"2546048","_score":16.659893,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello Dear CFPB I am writing to ask your assistance regarding in my opinion very unfair and biased experienced that i had with Capital One. Long story short.\n<P/>\nI applied Capital One Venture Credit Card back 2016 XXXX and was approved {$30.00} credit limit, upon receiving my card i wanted to activate it but i was routed to customer service fraud verification department and was asked to send Copy of my Identification Card Social Security Card and other verification documents. I complied and uploaded all requested documents and after review my card was activated and was ready to be use. <P/>I did not Use my card since than but couple days ago i wanted to buy XXXX GIFT CARD online for {$2000.00} but transaction got declined, i called customer service and was routed to speak with supervisor i was asked many questions about phone number and my background and many other questions about an hour on the phone i was told i need to submit Again all my documents which i was perfectly fine to do so .Unfortunately since it was overseas customer service i could n't reach any resolution and asked to call next day. I called Next day was connected with Nice Lady Name XXXX account supervisor she advised me i need to upload again My Identification Card front and back Social Security number and Utility Bill, than i received email with instruction and uploaded all requested documents i took copy of my ID card SS card and XXXX XXXX Water and Power Bill than scan it and uploaded it hoping it will clear all concern that they have. After couple hours XXXX XXXX left me massage on my phone and than i called them back and it was very unfortunate and very disturbing news for me. I was told All my accounts Capital One Venture and Capital One Venture One was permanently restricted because for some unknown reason they can not verify documents that i send them, which is shock for me because my Capital One Account was activated back on XXXX 2016 by same documents that i send them. This is real rollercoaster and very negative experience i had with Capital One, I am very afraid and worry that because of Capital One wrong unprofessional assistance i am in situation that my other creditors might think that there is some fraud is going on and they will also close my accounts and all my Hard earned credit will be ruined and I am asking please to Clear My Name. Again Please Understand Those Documents Are Genuine 100 % Valid copy of My Identifications. There are No Fraud Whatsoever related with me or my accounts. I have perfect Credit And great accomplishment and i can not and will not allow some person or persons not careful and maybe unintentional but damaging actions ruin My Credit and Financial World.  Please CFPB assist me to clear my name and so they will remove fraud indications from my accounts and reinstate my both accounts. Thank you Very much Best regards XXXX XXXX","date_sent_to_company":"2017-06-08T06:55:24.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"91601","tags":"Older American","has_narrative":true,"complaint_id":"2546048","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2017-06-08T02:20:05.000Z","state":"CA","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I called Next day was connected with Nice Lady Name XXXX account supervisor she advised me i <em>need</em> to <em>upload</em> again My Identification Card front and back Social <em>Security</em> number and <em>Utility</em> <em>Bill</em>, than i received email with instruction and uploaded all requested documents i took copy of my ID card SS card and XXXX XXXX Water and Power <em>Bill</em> than scan it and uploaded it hoping it will clear all concern that they have."]},"sort":[16.659893,"2546048"]},{"_index":"complaint-public-v1","_id":"12051384","_score":16.559202,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I contacted Experian XX/XX/XXXX and said Hi my name is XXXX XXXX I tried to set up an Experian account via my XXXX banking app ... Only to find out someone opened an unauthorized credit monitoring account with Experian in my name with an email I don't recognize. I can't reset to password because I don't have access to the unauthorized email address, I tried to call customer service but there's no option that address my problem and it says it won't connect me to an agent. It only offers me main menu or disconnect. How do I go about cancelling the unauthorized account and open a legitimate one? The unauthorized email starts with a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX can't tell which it looks like XXXX it auto fills in and is unchangeable when I try to connect Experian with my chime account when I try to click sign in a different way I enter the info and get this error. \nExperian said on XX/XX/XXXX Thank you for the information. I understand how concerning this is and I am glad to help you through this. This account is being updated so that no one can access it. We need further verification from you, would you please provide us with all of the following documents, along with a description of your request : Copy of your Social Security card Copy of a government-issued identification card, front and back ( such as a drivers license or state ID card ) that displays your current address Copy of a current utility bill and/or bank/insurance statement reflecting your current address Include your email address and phone number Also make sure to include a cover letter with : A description of your issue Case number : XXXX Please fax the requested documents to : XXXX ATTN : Experian Consumer Affairs You may upload those at www.experian.com/upload. \n\nOr, you can mail the documents to : Experian Consumer Affairs XXXX XXXX XXXX XXXX TX XXXX Once this process is complete, we can remove this membership account from our website so that you can enroll as a new member at www.experian.com/XXXX \n\nIf you have any questions, please let us know. XXXX XXXX uploaded my documents XX/XX/XXXX. \n\nI have not heard anything back from Experian since. The unauthorized account is still alive and well and I am still unable to create a legitimate account.","date_sent_to_company":"2025-02-12T15:28:55.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"12866","tags":null,"has_narrative":true,"complaint_id":"12051384","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-02-12T15:11:03.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Was not notified of investigation status or results"},"highlight":{"complaint_what_happened":["We <em>need</em> further verification from you, would you please provide us with all of the following documents, along with a description of your request : Copy of your Social <em>Security</em> card Copy of a government-issued identification card, front and back ( such as a drivers license or state ID card ) that displays your current address Copy of a current <em>utility</em> <em>bill</em> and/or bank/insurance statement reflecting your current address Include your email address and phone number Also make sure to include a cover letter"]},"sort":[16.559202,"12051384"]},{"_index":"complaint-public-v1","_id":"6140047","_score":16.315031,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX XXXX XXXX I put solar into my house and received an XXXX loan from Pen Fed . I never gave any proof of whom I was or anything. Pen fed stated in order to have the loan I had to open an account with them and they would put 5 in it to keep it active. It stayed that way for about 3 to 4 years and at no time was I asked to prove my identity nor was I asked to send them a copy of my license or any document to prove my identity. \nI was not happy with my XXXX account so I decided to transfer money into my pen fed account in order to pay a mortgage on a property that XXXX XXXXd XXXX XXXX ladies. I created a username and password and opened my penfed online access account and started the transfer on XX/XX/XXXX for XXXX from XXXX into Pen Fed that is the daily limit. In order to do the transfer they had to make small deposits into the account and all three had to be verified. We received only 2 and without the verification process being completed, they made the transfer. XX/XX/XXXX I also applied for a credit card offer they sent. That same evening I logged into my account and it showed the credit card for XXXX being approved as well as the XXXX was successfully transferred. The next day we needed to transfer the remaining balance into pen fed to make a mortgage payment. I was unable to log in and saw emails asking for me to fill out an online form. I tried a couple times yet it would not go through. Even using different computers and browsers. \nI started the calls and had to call in three times and re explain myself three times that day due to the CSR putting us on hold for too long and the automated hold stated they were going to end the call. XXXX XXXX and We finally spoke to XXXX and she stated they needed to obtain verification as they believed I was fraud. They asked me to send a selfie with my face and my drivers license in the same photo in order to unfreeze the account as well as download the XXXX form that is on the webpage. The CSR went through the process to download it online. We tried while on the phone with her and it would not work. We uploaded the photo id and she asked us to wait for a bit to try the online verification form again Unfortunately for Pen Fed their Webpage developer did not put the correct form online. They tried to email me an online portal page which is used to verify my identity. I put in all the information asked and answered the questions and none of the questions pertaining to me and after the XXXX questions it stated I was not who I was. We tried it a couple more times and it would not verify who I was. None of the questions pertained to me. \nFriday we called and once again had to tell the story a couple times and spoke with 2 CSR ( XXXX XXXX ) and tying to get them to understand the urgency to get this through to pay a mortgage. She transferred me to a Supervisor XXXX. XXXX said there is nothing he could do and would overnight the XXXX form to me. It should have been here Saturday it did not arrive until Tuesday ) He also then decided to tell me I would also need a copy of a utility bill with my address and name as well a as a social security card copy. I tried to explain to him that I am XXXX and I have not needed my soc sec for over 40 years and my x wife had taken all my personal papers. That did not matter to him. \nNext time we call we are told they didnt receive all the documents I had uploaded. Once again I had to give them the document numbers and they found them after putting me on hold a couple times. This time they said they need all the pages of my utility bill front and back not just the first page and they wont accept my IRS Social Security award letter. I needed to upload my XXXX taxes. For my XXXX taxes I put an extension on and I did not have to finish them until 2 weeks ago. I have been ill and have not been in to go down and sign the paperwork nor had paid yet and cant pay now because you are holding my monies. At this point I have XXXX in pen fed and unable to use to pay my XXXX XXXXXXXX XXXX taxes they asked for nor my mortgage. \nDuring the weekend I uploaded a copy of my electric bill and my IRS Social security award letter with my name address and soc sec number. We started calling again on Monday morning speaking with a couple different CSR due to the phone call was dropped ( nobody has EVER called back when a call has been dropped so I am always having to start all over and explain the situation. After going back and forth telling me they didnt receive the documents and then after giving them my confirmation receipt numbers and putting me on hold 3 times they found them. Again they tried to send me the form for the verification link via my email and while on the line I went through and completed it with XXXX it stated it couldnt verify me. I asked to speak with a supervisor due to me having to pay a mortgage with the monies in my account. They transferred me to XXXX. She downloaded the form internally due to Pen Fed XXXX mistake and sent it to me via my email as an attachment. I told her I still had not received the onvernight XXXX form that XXXX said it would be at my home overnight. She stated I needed to choose a word and to put it on the paper and have it notarized. No rules as to what it can or cant be. We did that and uploaded it During this nightmare I have called in about 30 different times to get this straightened however each and every time they talk to me they asked for more and more identity paperwork. I have spent 3 to 4 hours each and every morning since this started to get it resolved. I have also received about 20 emails with the same electronic form for which does not work. Please remember this is after they have loaned me XXXX for my solar and then another XXXX for a credit card without any forms of ID. \nI then called penfed again and they stated this time I also needed to upload. Once again they stated I didnt not upload the documents and I had to give them the numbers again but sitting on hold they dropped the call so I had to call in again.The next agent heard the situation and was going to verify the documents were all uploaded.. After investigating they stated they received all but one of the documents and it was being reviewed. \nWe waited until the next day and started calling again. This time the agent stated we needed MORE documents to prove who I am. They stated they needed all pages of the utility bill front and back as well as a color copy of his social security card. Once again I tried to explain to the CSR that I am almost XXXX years old and have not worked in 30 years and that my x wife had stolen all my personal documents during my divorce. I live in a very rural are and it would take 45 minutes to get to a social security office and it would take over 3 weeks to make the appointment and to receive a copy of my social security. I tried to explain the severity of the monies that were in the account and the monies are to pay a mortgage for a piece of property for XXXX and XXXX of domestic XXXX and due to the issues with XXXX. I had not paid the monies and and I was going to be in default of the loan and have the property forclosed on and it would be on my credit not to mention it would cause XXXX  and anguish for the familys we help not to mention the XXXX it has caused me and I am XXXX. They also told me that they dont want to accept my verbal password and woud have to choose another word and have it re notarized. They are being prejudice against me. There are no rules or regulations. In fact my online password to PenFed is almost the same password. \nDuring this nightmare I have called in about 30 different times to get this straightened however each and every time they talk to me they asked for more and more and more and more identity paperwork. I have spent 3 to 4 hours each and every morning since this started to get it resolved. I have also received about 20 emails with the same electronic form for which does not work. Please remember this is after they have loaned me XXXX for my solar and then another XXXX for a credit card without any forms of ID. \nWe did receive the form that XXXX overnighted to me however it was not until Tuesday and it was a completely different form that the one I was emailed from XXXX. XXXX is very unprofessional and did not help and even made matters worse by sending me a completely different form.","date_sent_to_company":"2022-10-28T18:34:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"959XX","tags":"Older American","has_narrative":true,"complaint_id":"6140047","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENTAGON FEDERAL CREDIT UNION","date_received":"2022-10-28T18:22:36.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["This time they said they <em>need</em> all the pages of my <em>utility</em> <em>bill</em> front and back not just the first page and they wont accept my IRS Social <em>Security</em> award letter. I <em>needed</em> to <em>upload</em> my XXXX taxes. For my XXXX taxes I put an extension on and I did not have to finish them until 2 weeks ago. I have been ill and have not been in to go down and sign the paperwork nor had paid yet and cant pay now <em>because</em> you are holding my monies."]},"sort":[16.315031,"6140047"]},{"_index":"complaint-public-v1","_id":"3088428","_score":15.927301,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/18 : I applied for the HSBC Platinum Rewards MasterCard and received an email response that they would review the application and respond within 7-10 days if they needed addition information. \n\nXX/XX/18 : I received an email from HSBC asking me to send in proof of my address in the form of a tuition bill, utility bill, or lease agreement and SSA benefits letter dated within 60 days. HSBC provided a link in the email to upload the documentation. I clicked the link and uploaded a copy of my utility bill which had the address that matched the address I put on my application. \n\nXX/XX/18 : I called HSBC to check the status of the application, was told by the representative that I needed to submit the documentation they requested. I told her I did, she put me on hold, then came back and said she did see that I submitted the utility bill, and I then received an email that I was approved for the HSBC Platinum Rewards MasterCard and that I would be receiving my card within 7-10 business days. \n\nXX/XX/18 : I received the HSBC Platinum Rewards MasterCard. I followed the link provided on a sticker on the front of the card to activate the card online. I followed the activation procedure and successfully activated the card. I then attempted to add the card as a form of payment for a monthly auto-billing and it was declined. I called the customer service phone number listed on the back of the card and after 2 different calls in which I was on hold for over 40 minutes, I finally reached an agent who looked into my account and told me that my account was blocked and the only department within the institution that could remove the block was closed and that I needed to call back between XXXX and XXXX EST the next day. \n\nXX/XX/18 : I made 2 different calls starting at XXXX EST to HSBC 's credit card customer service department. After spending just over 2 hours total time on hold, I got through to a representative who then transferred me to the department that could remove the block, which turns out to be their \" Security Team ''. I was told by a representative of the Security Team that they could not verify that I own the phone number that I put on my original application and that was associated with my account, even though I was calling them from said phone number and they could see that. The representative said they would not remove the block until they could verify my phone number, and told me that the card had been blocked right after it was mailed out to me. I offered to email her a copy of my wireless phone bill to verify my phone number and the representative told me that that was unacceptable as proof of my phone number and that the bank would, \" conduct its own investigation '' to verify my phone number and that this could take up to 24-48 business hours, or up to 6 business days. I told this woman that this situation was absolutely outrageous. That I had never even heard of a bank blocking a new card before the customer ever even received the card or had the chance to activate it, and then I asked her to please close the account. She said she would not close it because she could not verify my phone number. \n\nFollowing this conversation, I XXXX to @ HSBC_US about the situation and was told to email them at the provided customer service email address, which I promptly did. A couple of hours later, I received a phone call from an HSBC representative. I described the situation and she said she could verify my identity by me generating a security code through the HSBC mobile app on my phone and then logging into online banking on the computer with said code. I did as she requested, she verified this, and said she could remove the block. After being placed on hold a few times, she came back to tell me that she needed to contact the same Security Team to ask them to complete the removal of the block. After placing me on hold a couple more times, she said the hold time was long and asked if she could call me back. I said she could and about an hour later, I received a call back from her. She told me that because the Security Team originally said they needed to conduct their own investigation into my phone number that the block could not be entirely removed and that a representative from the Security team would absolutely be contacting me to finish the block removal process within 24-48 hours. \n\nXX/XX/18 : I decide to conduct some research into the HSBC Platinum Rewards MasterCard only to discover that a number of other people have experienced the same exact problem as I have. One individual had their card blocked right after it was sent out only to call in and be given the same exact excuse about their phone number not being able to be verified and this person has had the block on their account for almost 2 months now. There are a number of other individuals who have had the same exact problem and have been given the same exact excuse. I have come to find out that HSBC requires you to use the card within the first 3 months to trigger their 12 month 0 % interest promotion. I have come to the conclusion that it appears that HSBC is blocking new cards as they are sent out, and will not remove the block in order to prevent cardholders from using the card within the first 3 months in order to trigger the 0 % interest promotion. Essentially, they appear to be running a scam regarding the 0 % interest promotion in order to entice people to apply for the card, and once they are actually approved, HSBC then promptly blocks the card after its sent out and refuses to remove the block. This, in my opinion, and the opinion of a number of other cardholders, is fraud being conducted by HSBC and is causing undue harm to creditworthy individuals who can verify they own their phone numbers, yet HSBC will not accept proof of their phone number ownership from the customer. \n\nXX/XX/18 : It is now 96 hours after I was told I would receive a call back from the Security Team within 24-48 to complete the removal of the block on my card, and I still have received no such call and there is still a block on my card. I am now in possession of a card that was issued over 2 weeks ago, had a block placed on it while in transit to me, and that have not ever been able to use. The account showed up on my credit report about a week ago, and the new account along with the inquiry to open the account has dropped my credit score 41 points, and this is because of a credit card that HSBC refuses to close, and I still can not use. \n\nI would implore the CFPB to investigate this apparent HSBC Platinum Rewards MasterCard 0 % interest scam in which HSBC is approving customers for the card, then blocking the card when it is sent out, not allowing the customer to prove ownership of their phone number, and all in an apparent effort to keep the card blocked for the first 3 months the account is open in order to prevent the cardholder from using it and triggering access to the 12 month 0 % interest promotion. I am one of dozens, and possibly hundreds, if not thousands of new customers to be a victim of this apparent HSBC Platinum Rewards MasterCard scam, and I sincerely hope that other US applicants do not fall for this scam and get defrauded by HSBC as I, and many others, apparently have. The bank refuses to close my account per my request, and once again, I am left in possession of an HSBC Platinum Rewards MasterCard that I can not use and that has caused a level of damage to my credit report that will take months to recover from.","date_sent_to_company":"2018-11-30T17:36:33.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"981XX","tags":null,"has_narrative":true,"complaint_id":"3088428","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2018-11-30T16:55:03.000Z","state":"WA","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["XX/XX/18 : I applied for the HSBC Platinum Rewards MasterCard and received an email response that they would review the application and respond within 7-10 days if they <em>needed</em> addition information. \n\nXX/XX/18 : I received an email from HSBC asking me to send in proof of my address in the form of a tuition <em>bill</em>, <em>utility</em> <em>bill</em>, or lease agreement and SSA benefits letter dated within 60 days. HSBC provided a link in the email to <em>upload</em> the documentation."]},"sort":[15.927301,"3088428"]},{"_index":"complaint-public-v1","_id":"19244929","_score":15.8959465,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint because I am being prevented from accessing my Credit Karma account and my Credit Karma Money/XXXX funds due to a broken authentication and identity verification process and inconsistent handling by Credit Karma support . \n\nI have the correct email and password for my account. Credit Karmas system allows me to reset my password successfully by sending a verification cXXXXe to my email. During the recovery flow, I also verify my date of birth and the last XXXX digits of my Social Security number. Despite passing these steps, I remain blocked from logging in because the system forces a verification cXXXXe to be sent to an old phone number that I no longer have access to. I do not have XXXX-factor authentication enabled, yet the login flow still requires phone verification and does not provide a functional alternative. \n\nCredit Karma support directed me to verify my identity via their document verification flow. I have completed identity verification successfully XXXX separate times, and each time the verification process on my end shows completion ( including successful liveness check and photo ID accepted/verification completed ). Despite these successful results, Credit Karma support continues to state there is an issue with your uploads, claims the verification failed, and refuses to proceed. Support has repeatedly suggested re-inviting me to verify again, without providing a specific deficiency or reason cXXXXe ( e.g., mismatch, system error, image quality, etc. ) and without offering an effective manual review process that resolves access.\n\nCredit Karmas own published identity verification documentation states that acceptable primary documents include a Drivers License or State ID, and that for issues related to a Credit Karma Money account or fraud, the team may request additional verification via secondary documents ( e.g., Social Security card, birth certificate, marriage certificate, or a full utility bill ). Even though this situation directly involves my Credit Karma Money/XXXX account and access to funds, I have not been provided a workable secondary verification or manual review path that actually restores access. \n\nAs a result, I can not access my account or my funds. \n\nExisting Credit Karma case numbers : Case XXXX XXXXXXXX Case XXXX XXXXXXXX Resolution requested Restore my access to my Credit Karma account and Credit Karma MoneyXXXX funds immediately, or provide a functional account recovery method that does not require access to my old phone number. \n\nEscalate to Account Access/Identity Verification for manual review and override of the failed internal handoff ( since verification shows successful on my end ). \n\nProvide the exact rejection reason category/reason code explaining why support claims my verification failed despite the verification system showing completion. \n\nProvide a single case owner/escalation path and written confirmation of the steps needed to resolve this within a defined timeline. \n\nSupporting documents available Screenshot ( XXXX ) showing verification completed successfully ( liveness successful ; photo ID accepted ) for XXXX attempts XXXX XXXX emails/chat transcripts stating they can not proceed due to issues with uploads/ asking me to re-verify again Evidence of password reset via email verification code and successful completion of DOB + last XXXX SSN prompts Copy/paste of Credit Karmas published identity verification requirements ( primary and secondary documents )","date_sent_to_company":"2026-02-04T17:24:16.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"78801","tags":"Servicemember","has_narrative":true,"complaint_id":"19244929","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2026-02-04T17:08:54.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Credit Karmas own published identity verification documentation states that acceptable primary documents include a Drivers License or State ID, and that for issues related to a Credit Karma Money account or fraud, the team may request additional verification via secondary documents ( e.g., Social <em>Security</em> card, birth certificate, marriage certificate, or a full <em>utility</em> <em>bill</em> )."]},"sort":[15.8959465,"19244929"]},{"_index":"complaint-public-v1","_id":"8666392","_score":15.8572645,"_source":{"product":"Checking or savings account","complaint_what_happened":"ON XX/XX/XXXX I contacted Credit Karma ( will abbreviate as CK ) to inform them that my XXXX taxes in the amount of {$5000.00} was deposited into my checking account. I let CK know that I could not access my account because they closed my checking account on their end for unknown reasons that were not disclosed to me. I was told by CK that I indeed had no access to my account and they did close my checking account for reasons they have yet to share. The CK rep informed me that they will email me to continue the process in verifying my current address and identity for security purposes. When I received the email on XX/XX/XXXX to verify I followed all requested verifications. I submitted my ID and utility bill ( multiple times ). On XX/XX/XXXX they informed me they could not verify my account with my XXXX XXXX XXXX XXXX  and I will need to resubmit my documents. I resubmitted my documents on XX/XX/XXXX. On XX/XX/XXXX they informed me that my case was still being reviewed after my inquiry on XX/XX/XXXX. I contacted CK again for an update on XX/XX/XXXX and request to speak to a rep over the phone to get this problem fixed asap. That same day they informed me they do not manage via phone call and have to continue to wait. On XX/XX/XXXX contacted the IRS to assist in getting my money they told me the CK would have to reject my deposit and once they receive the rejection then the IRS can issue a check to me. I contacted the IRS again later in the day to confirm the account my money was deposited into and they informed me it was deposited into a XXXX account. I do not own a XXXXXXXX XXXX account and credit Karma is not affiliated to my knowledge with XXXX XXXX. This caused confusion because I visibily saw my money in my account win XX/XX/XXXX via my closed checking account CK. CK allowed money to be deposited into my closed account and accepted it on XX/XX/XXXX. On XX/XX/XXXX I contacted CK for an update on my case. CK contacted me that day stating they have no update for me. I contacted CK again later int he day about my case after uploading my documents once again. I asked them if my XXXX XXXX XXXX XXXX  would give me an issue because it is expired. They let me know that yes it would be an issue so I then proceed to upload my XXXX XXXX XXXX that is not expired. CK emailed me back thanking me for submitting my documents and confirmed that they did review them and everything is fine. They said in order to move forward and avoid any mistakes reply to the email with my current address as this is part of the verification step so that they can update the address. I email them the same day with my current address again. CK emailed me back confirming they will update my account With my current address. CK again emails me the same day thanking me for providing the information and again asking me the same question that I want my mailing address to be the address I would receive my check. I email CK back and confirm with address again that yes I want the check issued to that address. I contacted CK for update on XX/XX/XXXX for an update and they inform me that they need to validate my address and I have to upload my documents again. At this point I have submitted my documents countless of times and provided a new ID as well and it was accepted and now they are telling me that I have to upload my information again so I do. On XX/XX/XXXX CK emailed me stating that they could not accept my ID after I was already accepted the previous day. I then upload my documents again. On XX/XX/XXXX XXXX emailed to inform me that my address with transition is not updated and I will need to call them to update my address. I immediately contact transition verify my identity and update my address to my current address. After completing that step with transition I receive an email from CK on XX/XX/XXXX that my entire account with them as been deactivated and I no longer had access to log in online or through the app. I register again for an account so that I would be able to contact them via chat bot online for further assistance. On XX/XX/XXXX a month later I am told for the first time that they in fact mailed me a check of my balance to my old address on XX/XX/XXXX. When I had already contacted them about 4 days prior that I would like my check issued to my current mailing address on my utility bill which is apart of the documents I submitted numerous times prior tot he check being issued. throughout this entire time I was never told they ever issued a check on XX/XX/XXXX until XX/XX/XXXX. CK confirmed they issued the check to my old address and they again asked me for my address so they can update my account. at this point I have updated my address many times with CK the IRS and XXXX. I then contact CK after that email later in the day with no response that day being XX/XX/XXXX. I Then reach back out to CK for update on my check being sent out on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and lastly XX/XX/XXXX with no response back from CK. \n\n\n\nthrough this entire horror I contacted CK online and last week they are now telling me they have no knowledge of this case and a check that was issued was for XXXX cents and there is nothing they can do about me receiving my money","date_sent_to_company":"2024-04-01T14:30:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"10456","tags":null,"has_narrative":true,"complaint_id":"8666392","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2024-04-01T13:04:04.000Z","state":"NY","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I submitted my ID and <em>utility</em> <em>bill</em> ( multiple times ). On XX/XX/XXXX they informed me they could not verify my account with my XXXX XXXX XXXX XXXX  and I will <em>need</em> to resubmit my documents. I resubmitted my documents on XX/XX/XXXX. On XX/XX/XXXX they informed me that my case was still being reviewed after my inquiry on XX/XX/XXXX. I contacted CK again for an update on XX/XX/XXXX and request to speak to a rep over the phone to get this problem fixed asap."]},"sort":[15.8572645,"8666392"]},{"_index":"complaint-public-v1","_id":"10912884","_score":15.4570465,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX at XXXX ; XXXX, I pre-applied, was approved then lifted my credit freezes and applied and was approved for a Capital One Unsecured Quicksilver Cash Back, No Annual Fee Credit Card with the PROMOTIONAL {$200.00} bonus for spending {$500.00} in the first 3 months. Capital One immediately mailed out the Quicksilver Credit Card with a FRAUD \" Restriction '' placed on the card unbeknownst to me. Once I finally received the card, I attempted to activate the card online but was immediately forwarded to Capital One 's Fraud Dept, supposedly for verification of my identity and address. The Fraud Dept attempted to send a code to your cellphone listed when I applied for you to accept to complete activation, however this process did not work obviously, Capital One has \" RESTRICTED '' the card any account attached to it. SO I can not activate the card. \n\nNext, Capital One 's Fraud dept emailed me a link to upload the following documents/items to prove my identity and prove my address : XXXX. ) The Front and Back of my Drivers License, which MIUST match the address you used to apply for your Capital One card, I submitted that easily and that documentation was accepted **This documentation should have been enough to complete Identity and address but Capital would not activate the card. ** XXXX. ) Upload a Utility bill OR If you don't have utility bills in your name ( which I don't ), you can upload an internet bill. Both bills must show your name, address you used to apply for your Capital One Card, FULL account number and billing must be within the past 10 days. \n**I am a prepaid customer ( XXXX for 14 years ) and PREPAY does not receive a bill. However, XXXX Customer Service emailed confirmation of my cellphone and home internet account with name, address, account number and active status. CAPITAL ONE REJECTED THE DOCUMENTATION because it was not a bill** XXXX. ) Upload my ENTIRE Bank Statement including ALL pages with my account activity OR The Bank Summary page with Name, Address, Account Numbers of ALL your accounts + to supplement the Bank Summary I need to submit a voided check, Deposit slip or a Withdrawal slip from my checkbook register, provided you have a checking account. \n** For privacy purposes, I chose to submit my Bank Summary Page with all of the aforementioned necessary information. I have a checking account but do not have checks as I use my debit card or cash, hence no check to void and no Deposit/Withdrawal slips. I did however do business with a check cashing institution that drafted a check for payment and that check cleared my bank account. I submitted that cleared check front and back to supplement my Account Summary. Capital One Fraud Dept. rejected my submission because my Account Summary shows the last 4 of my account numbers for SECURITY PUROSES and the Fraud Dept simply refused to accept the cleared check as evidence of my address. After speaking with another Fraud Agent, I was advised to have the bank submit on their letterhead all the information confirming my account with my name, address, full account number and if my account was active. I uploaded that documentation from the XXXXXXXX XXXX Branch Manager with return phone number, fax number and email on XXXXXXXX XXXX letterhead as instructed. My submission was again rejected by Capital One 's Fraud dept. ** I went thru this Identification process with various Capital One Fraud Dept reps all whom rejected my documentation for various reasons from XX/XX/XXXX until today XX/XX/XXXX. When I asked to speak to a manager, I asked why the card was deemed FRAUD and why was it \" RESTRICTED ''. The Fraud Dept reps and Managers told me \" We can not say to disclose why. ' I the asked if they could mail me the reason why and again I was denied the courtesy of a reason via mail. \n\nDue to Capital One placing a FRAUD \" RESTRICTION '' on the Quicksilver Credit Card and account, I can no longer access the CreditWise Credit Monitoring that I have had an account with for 11 years ( since 2013 ) due to an information breach in 2012. So now I am effectively \" Restricted : from activating the credit card that I qualified for and I am locked out of a credit monitoring service of which I had an account of 11 years and Capital One verified my identity 11 years ago when I was offered the Credit Monitoring Account. \n\nLastly, on XX/XX/XXXX. I received an alert from XXXX notifying me of a new credit card account on my credit file. I login and Capital One has the audacity to report the \" Restricted '' Quicksilver Credit Card and \" RESTRICTED '' Capital One Account that I have no access to use as an ACTIVE credit card account. That act by Capital One is FRAUDULENT and ILLEGAL!! Needless to say, my credit score took a hit and dropped some points due to this \" NEW CREDIT CARD '' reported by Capital One in my credit file. Immediately filed a DISPUTE with XXXX on XX/XX/XXXX. \n\nI immediately called Capital One 's Fraud Dept the next day to file an internal complaint about this abuse of my documentation, my identity and my credit file on today, XX/XX/XXXX. This process and the constant gaslighting, moving the goal post, changing the rules and rejecting the documents that Capital One themselves asked for is FINANCIAL ABUSE and DISCRIMINATION as I a few of my friends whom recommended me to apply with Capital One have applied for Capital One cards in the past XXXX weeks and NEVER went thru the process of what I went through to activate their cards. Then for Capital One to commit FRAUD themselves on my XXXX Credit Report File is the accuser victimizing the victim. Sounds a lot like AI is running Capital One due to the inflexibility, inhumanity and fraudulent activities! \n\nAs a note, I asked Capital One Fraud Department Managers and Reps to file my internal complaints about he process and locking me out of my CreditWise Credit Monitoring Account on XX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX adding to the complaint of the fraudulent reporting of a \" RESTRICTED '' Capital One credit card and account on my XXXX Credit File.","date_sent_to_company":"2024-11-23T01:58:12.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"480XX","tags":null,"has_narrative":true,"complaint_id":"10912884","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-11-22T22:18:23.000Z","state":"MI","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["in your name ( which I don't ), you can <em>upload</em> an internet <em>bill</em>."]},"sort":[15.4570465,"10912884"]},{"_index":"complaint-public-v1","_id":"12202877","_score":15.168315,"_source":{"product":"Credit card","complaint_what_happened":"To the best of my abilities, as I can not access my online account as it is currently locked, the following dates have been taken from phone call receipts, email chains, and memory. \n\nXX/XX/year>25 : I was approved for the Capital One XXXXXXXX XXXX XXXX, which is the first Capital One card I ever opened. I received an email welcoming me with the correct spelling of my name. \n\nXX/XX/scrub>/25 : I received my card, but it came with the incorrect spelling of my name. So, I called them to ask them to replace my card with the correct spelling. They sent a new card over the next couple of days. \n\nXX/XX/scrub>/25 : By this point in time I had my new card and was able to use it to apply for my global entry as I have trips coming up. I got this card specifically to be my main card used for this upcoming trip. \n\nBetween XX/XX/year>25 - XX/XX/scrub>/25 : I was charged with the annual credit card fee of {$390.00}. \n\nXX/XX/year>25 : I pay the {$390.00} fee my card. \n\nXX/XX/scrub>/25 : On this day, I get my credit for my global entry application which helps reduce my balance to {$0.00} as there were no other transactions charged to this card. At some point from XXXX/XXXX/25 to XX/XX/year>25 my card becomes restricted, unallowing me to use the card for any new purchases. No communication was given as to why my card was restricted and so I call later that day asking for the reasoning. I was told they needed more information for verification and fraud protection purposes. I was confused as to why they needed more information when I have already been approved and have been able to charge the global entry transaction through this card. However, I could assume that this is their normal procedure. They requested I submit the front and back of my driver 's license, proof of residency, and my social security card. I was concerned that they needed a copy of my social security as that is sensitive information, but they repeated that it was for verification purposes to get my card unrestricted. The examples they gave as to what I can provide for proof of residence was a voided check, deposit slip, bank statement, or a utility bill. I told them I do not have a checkbook nor have I deposited anything to my bank of recent for me to have a deposit slip available. I also do not have any utilities under my name, so I told them I will submit my bank statement. \n\nXX/XX/scrub>/25 : I provided my driver 's license, social security card, and a bank statement for my proof of residency through their encrypted portal with a link they emailed me. \n\nXX/XX/year>25 : Both of my sister and mom received calls from someone claiming to be from Capital One trying to get in touch with me. Luckily I was with my mom at that time and was able pick up the call. I was very much in shock as to how they got my family 's phone numbers with none of their infomration being included in my profile nor my application to Capital One. Therefore I questioned how they got my family 's information, which the representative claimed it was through public records that they use for things such as fraud verifications. I questioned why they would contact my family and not me directly if they wanted to reach me. To that I did not get much of an answer as it was generalized to be for verification purposes. They continue to explain that the purpose of this call was for them to let me know I needed to provide more documents. As the bank statement I provided censored my full bank account number, they were not able to use that document by itself. They said I will need another document to support my account number claimed on my bank statement. I questioned why they would need my account number for this \" verification purpose ''. All they claimed was that they can not push this verification through to completion without it. I end the call and decide to call them directly with the phone number on the back of my card instead as this conversation started to sound like a scam. With this new representative they claimed that all of the previous call was infact real and that they do need more support. I questioned this new representative with the same inquiries of how they called my family members, why they call them and not me, and why would they need my full account number. They basically gave the same answers, which did not help nor made me feel great but understood what I needed to do in order to get this card unrestricted. They informed me of the choices again for what I can provide as proof of residence, which I told them once again I am only able to provide a bank statement. I asked them if a screenshot of my account details from my mobile bank app would suffice as it does show my account number to further help support the bank statement I provided. They said hopefully yes, but will reach out if anything else is needed. After the call, I submitted my account details through the portal. \n\nXX/XX/scrub>/25 : At some point I am unable to log into my mobile app as my account was stated to be locked and I would need to call for help. I call Capital One again and asked them to help unlock my account to which they respond that my online account is locked because my account is restricted and that they need the additional support first to unlock it. Then they proceeded to tell me that they will need my driver 's license, social security card, proof of residency, and three consecutive bank statements. They clarified that one of the three bank statements can not be used again as proof of residency and that I would need to upload the same bank statement twice for it to be properly counted towards my proof of residency. I asked if I just need to upload the three new bank statements since I already uploaded the rest before. The representative was confused as she did not see any of the documents I claim to have uploaded. She put me on hold to dig in more with my case and found out that they apparently closed the old case where I have already uploaded the documents. She states I would need to upload all the documents again as this is a new case. I asked them why they closed the last case, which they were unsure. I told them this was excessive, but I understand. I asked if they need my account details again since that was an issue prior, which they said yes since it was already asked for before. I told them that I hope this would be the last time I would need to call and upload documents as this is already taking over a week to resolve. After the call I submitted all the documents again. \n\nXX/XX/scrub>/25 : I received a call from them again. This time they said that they were able to verify my driver 's license and social security but had issues with my proof of residency. I told them I was confused because I have talked to multiple of them and did not understand what else could possibly be missing. They told me that I needed to upload a document that does not only include my account number but also my name and my bank 's logo. I asked them for an example as I could not think of a document with all of those criterias. They respond with a voided check, deposit slip, or an account summary. I repeated again that I do not have a checkbook or a deposit slip available and that my account details only show my account number, but not the two other requirements. I inquire if I can provide three separate documents that would have each request, but they clarified that it will need to be all in one document. I asked her what she suggests I could provide because I do not have any document that could be of support for all three items and once again had to repeat that I can not provide a voided check or deposit slip when she gives those as examples. Then she said to ask my bank to provide a document. I told her that this might be too long of a process as I am traveling on XX/XX/year>25 and was hoping to have this card unrestricted for me to use by then. Nevertheless, I said I will figure it out. Later that day, I found a document archived in my bank account online that included all three items and uploaded it through the portal. I also sent an inquiry to my bank to see if they have something else I can also provide just in case. \n\nXX/XX/year>25 : I received in the mail a letter from Capital One stating that they are closing my account. This letter was dated XX/XX/year>25. I was very mad because I have been in coversation with two representatives since this mail has been drafted and neither had informed me that my account has been closed and instead continued to request more information. I was also then confused as to what is the true status of my card. For example, does this mean all this infomration I am giving will eventually not help unrestrict my card since my account is already closed? I just did not know what this meant for me. I call again and this time they escalated me to a manager. This manager proceeds to tell me that my account has in fact been closed possibly due to inactivity but since the account is restricted she was unable to access all the information she would need to give me a complete answer. I asked her who do we need to talk to for her to get you access, because I just wanted more information formy own understanding. She states that no one can access to this information. This made me livid because she is repeatedly saif she wished she could help, but if only she could get more information when in fact she knew no one would be able to. I asked her what she suggests I should do then with this account, which she says she can not give an answer as it depends on what I want to do. Obviously I thought this was a ridiculous response. Since she could not give me solutions, I started to think what could relieve my annoyance. I asked her for a credit card refund as I essentially was only able to use this card once before they restricted it. I just find it outragious that they decide to restrict my card, unallowing me to use my card, just to close my account because there was not activity. Obviously because they restricted it and refuse to push through this verification. She states that since I was able to use my card for that one XXXX XXXX transaction and according to their terms and agreement they claim that was enough to retain this {$390.00} fee. This XXXX XXXX fee was {$120.00}, so essentially this {$390.00} fee only got me {$120.00} worth of \" perks ''. In addition to this month long headache and mess. So I reiterated that she is essentially stating that I have to take a loss with this {$390.00}, which she agreed. Then I asked her if I get a new card open if they could waive the fee. She states that this would be a new application and thus a new account and I would need to pay the fee again. At this point I was in actual disbelief. So I asked her to confirm that my two options was either I keep my account closed and lose my {$390.00} fee I paid or I would pay another {$390.00} for a new card, which she ones again confirms are my only two options. In addition to the new card she kept on saying I would need to be approved for it again. This confused me as to why I wouldn't be approved if I was already approved prior. It made me feel as if I now have a bad track record for XXXX knows what that would be used against me if I were to ever apply again. At this point there was no resolution that we could come to that I could accept and decided to end the call.","date_sent_to_company":"2025-02-26T02:52:14.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"22042","tags":null,"has_narrative":true,"complaint_id":"12202877","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-02-26T01:27:48.000Z","state":"VA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I was concerned that they <em>needed</em> a copy of my social <em>security</em> as that is sensitive information, but they repeated that it was for verification purposes to get my card unrestricted. The examples they gave as to what I can provide for proof of residence was a voided check, deposit slip, bank statement, or a <em>utility</em> <em>bill</em>. I told them I do not have a checkbook nor have I deposited anything to my bank of recent for me to have a deposit slip available."]},"sort":[15.168315,"12202877"]},{"_index":"complaint-public-v1","_id":"2658162","_score":14.311158,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Hello, i have use Coinbase as a virtual currency wallet until the day i have lost my phone. I have contacted them on XX/XX/2017 to solve my problem but the answer was not helpful to me : \" XX/XX/2017 XXXX XXXX PDT XXXX replied : Hi there, Sorry about this. \nWe arent able to manually verify an ID. \nIf you arent able to complete this on a webcam, I recommend using a mobile phone in bright window light. ( Download the app. Then click the hamburger menu > Settings > Identity verification. ) https : XXXX? XXXX XXXX XXXX XXXX XXXX.coinbase.XXXX If you are able to access a web cam, you can also try this direct link. It will work for GDAX too : https : //www.coinbase.com/XXXX Sorry again about this. Good news is youre almost there! \nThanks, GDAX Support Team Best, XXXX \" After some time reading on the internet from others with similar problems i have found out that there are a lots of people who need help like me.\n\ni have decided to contact Coinbase again on XX/XX/2017PDT i have replied : I am stil unable to verify my identity. O own a laptop with webcam and it say unsupported country, I live in XXXX. Practically it is impossible for me to take that account back? \" no answer, and i have writhe another mail : \" Hello, I have lost my phone number, tried everything to get that number back but i can`t. \nThe response on my last support ticket was to verify with a webcam my passport and myself, i have done that but it did not help because my passport is a XXXX one and i live in XXXX. \nCan someone please explain me what and how to get that account back? i can provide photos of me, my passport, driving licence bills, last password, last phone number and so on. And when it is not possible just tell me that directly please because i am tired of waiting. \" And finaly i have an answer : \" XX/XX/2017 | XXXX PDT XXXX replied : Hi, thank you for contacting Coinbase. \nResidents on our list of Supported Countries can access GDAX. \nFirst please upload your passport at this address : https : //www.coinbase.com/XXXX You may see a country does not match error, which is fine and expected. \nSecond, please send us a recent utility bill, lease or mortgage document showing your legal name and residential address. For security purposes, we request that these files are uploaded at this secure page : https : //coinbase.XXXX Please reply here once you have uploaded the documents, then I can review your change. \nThank you. \nBest, XXXX \" Need to mention that i have uploaded every document they asked for and even more and i have replied 2 times with 0 success. \nThis is the point where people get stuck with Coinbase. They wait for us to give up and let our money there, but that does not work with me. I don`t have so much money on my wallet blocked on this moment from me, but they are mine and because so many people have the same problem as me, i am really focused on getting whats is mine back. i want to apologize myself for writhing defects, English is not my mother language. \n\nWish you the best of luck!","date_sent_to_company":"2017-09-05T15:24:08.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2658162","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2017-09-05T14:26:19.000Z","state":null,"company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Second, please send us a recent <em>utility</em> <em>bill</em>, lease or mortgage document showing your legal name and residential address. For <em>security</em> purposes, we request that these files are uploaded at this secure page : https : //coinbase.XXXX Please reply here once you have uploaded the documents, then I can review your change. \nThank you. \nBest, XXXX \" <em>Need</em> to mention that i have uploaded every document they asked for and even more and i have replied 2 times with 0 success."]},"sort":[14.311158,"2658162"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":44,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":44}]}},"product":{"doc_count":44,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":11,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":9},{"key":"Other personal consumer report","doc_count":2}]}},{"key":"Checking or savings 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