{"took":286,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":7,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"23131515","_score":34.005272,"_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 <em>appeared</em> 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":[34.005272,"23131515"]},{"_index":"complaint-public-v1","_id":"3088428","_score":17.391476,"_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":[17.391476,"3088428"]},{"_index":"complaint-public-v1","_id":"3476071","_score":14.094698,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am making this complaint public since it appears countless consumers are have FALSE FRAUD ALERTS placed on their credit profiles by EXPERIAN. Please file complaints with the CFPB, FTC, your State Attorney General and even sue if you have to. Experian is falsely placing fake fraud alerts on consumer credit reports in what appears to be an attempt to obtain documented identifying information from consumers, the question is WHY? Why do they want consumers ' personal identifying information on file, and why are they placing fake fraud alerts on consumer credit profiles to get it? If the fraud alerts aren't fake, then Experian would have evidence of your request for the fraud alert, in my case they don't because I never made any such request. Not only that, had I made the request, why wouldn't they ask for personal identifying documents to place it, just as they are to remove it. I'll tell you why, they place fraud alerts without consumer personal identifying documents or consent in their attempt to swindle and bribe consumers out of their personal identifying information to remove the fraud alert, this is criminal behavior and it needs to be reported by every consumer who has not requested a fraud alert on their credit profiles. Even after explaining to Experian that I did not place a fraud alert because I do not trust credit bureau 's with my personal identifying information after they've proven they can be breached, and that I was not submitting my personal identifying information to get the FAKE FRAUD ALERT taken off, here was Experian 's response ( please keep in mind that I already explained that I WAS NOT providing them with my personal identifying information in my initial correspondence ) : \" Thank you for submitting your complaint on XX/XX/2019, through the CFPB Complaint Portal. We appreciate consumers who take the time to let us know about their experiences with our company. We have reviewed and considered the information you have supplied through the CFPB portal and directly to Experian. In your complaint, you indicate that you would like to have the fraud alert removed from your credit report. In order to remove a fraud alert from your Experian credit report, we need the request in writing along with the information listed below. Send the requested information to Experian, XXXX. XXXX XXXX, XXXX, TX, XXXX. One copy of a government issued identification card, such as a drivers license, state ID card, etc. One copy of a utility bill, bank or insurance statement, etc. Please also include the following identification information : Your full name including middle initial ( and generation - JR, SR, II, III ) 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. To protect your personal identification 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. If you wish to remove a fraud alert from your XXXX or XXXX XXXX credit reports, you will need to contact them directly. Please note that we also mailed this explanation directly to you on XX/XX/2019, and XX/XX/2019. For additional information related to fraud, please visit our website at : https : //www.experian.com/fraud/center.html or you may call the toll free telephone number provided on your personal credit report, obtained directly from Experian, or write to Experian at XXXX. XXXX XXXX, XXXX, TX XXXX. Thank you for submitting your complaint through the CFPB Complaint Portal. It is our policy to respond to consumer complaints swiftly and to take each complaint seriously. We appreciate you letting us know about your experiences with Experian. ''","date_sent_to_company":"2019-12-23T19:46:06.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"28112","tags":null,"has_narrative":true,"complaint_id":"3476071","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-12-23T19:20:08.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["In order to remove a fraud alert from your Experian credit report, we <em>need</em> the request in writing along with the information listed below. Send the requested information to Experian, XXXX. XXXX XXXX, XXXX, TX, XXXX. One copy of a government issued identification card, such as a drivers license, state ID card, etc. One copy of a <em>utility</em> <em>bill</em>, bank or insurance statement, etc."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[14.094698,"3476071"]},{"_index":"complaint-public-v1","_id":"11532741","_score":13.523412,"_source":{"product":"Credit card","complaint_what_happened":"In early XX/XX/XXXX, I logged into my account with Capital One to link a local bank account I had so I could make a payment later on XX/XX/XXXX to my Quicksilver credit card. I have been with Capital One for over a decade and have linked other bank accounts before and due to the size of the payment, I wanted to give them plenty of time to verify the other bank account and link it, so there wouldn't be any problems. I entered in the bank information and received an email on XX/XX/XXXX saying : \" Youve successfully added your account ending in XXXX XXXX XXXX XXXX. This account can now be used to make payments to your Capital One accounts. Were sending this confirmation for your account security. No additional action is required. '' On XX/XX/XXXX, I scheduled a payment for {$17000.00} to be taken from the account linked on XX/XX/XXXX and paid to the Capital One Quicksilver card on XX/XX/XXXX for a due date of XX/XX/XXXX. \n\nOn XX/XX/XXXX, I received another email from Capital One that my payment posted, and I thought all was well until I logged into my account on XX/XX/XXXX and saw that my Capital One Quicksilver credit card account was restricted as well as my Capital One Savor credit card account. Looking at my Quicksilver account, I could see the payment made on XX/XX/XXXX and then on XX/XX/XXXX it said the payment was returned. I was also hit with a past due fee of {$29.00} on XX/XX/XXXX as well. No one called me to tell me anything. I called Capital One immediately on XX/XX/XXXX to find out what was going on, and the representative would not tell me why it was returned by Capital One. He emailed me a link to upload documents to verify my identity. Once I was off the phone with him, the same day I uploaded images of my driver 's license, social security card, proof of residence ( utility bill ), and bank statement with my name and an image from the bank account showing the money was available. My wife also checked our email and said she found an email on from Capital One sent on XX/XX/XXXX saying, \" A recent attempt to make a payment or send money to or from your **** BANK account ending in **** resulted in a return from your financial institution. \n\nThis can happen if your **** BANK account is closed, the account number was mistyped or the incorrect account type was selected. Additionally, this could be caused by an unsuccessful attempt to verify an account for transfers. \n\nEffective immediately, we have removed this external account from your profile and it will be unavailable for payments or transfers to prevent additional returns. '' This was XXXX days after getting the payment posted email on XX/XX/XXXX which I was looking for and no one called me to say anything. I had to find out on my own as I had no reason to look for this most recent email as previous communication stated this bill was paid. \n\nLater that day on XX/XX/XXXX while I was in town to see what I could find out from my local bank, I talked to another Capital One representative who confirmed the documents were received, and they looked to be in good shape. He said they still needed to review what happened, but he would lift the restrictions on my Capital One credit accounts. He couldn't tell me what happened still. I told him I would attempt the payment from my local bank again and asked for the late fee to be removed since I did make the payment, and it posted prior to them returning it. He said that he would use my XXXX time waiver to do so, which I didn't agree with, as I did everything I supposed to do to make sure this payment went through, and my XXXX time waiver should still be available to me. \n\nWhen I got back home later that evening, the accounts were still restricted and now there were interest charges of {$330.00} as well. The representative I talked to waived the late fee but didn't tell me about the interest now being on the account, or I would have asked that it be removed as well. I was able to link the Quicksilver account to the same local bank, so I made the payment again for {$17000.00}. I received the linked account and payment scheduled email on XX/XX/XXXX. \n\nOn XX/XX/XXXX I called Capital One as the restriction was still on my credit card accounts. The initial representative could not tell us what was going on and could not explain why I was told that the account restrictions were removed on XX/XX/XXXX. We also asked that the interest fees be removed, that the XXXX time waiver was still an option, and as of that morning we received an email that my credit score went down XXXX points, so I wanted anything negative reported to the credit bureau regarding this payment reversed. \n\nI asked why no one called us, as we also have a checking and savings account with Capital One and could have moved the money from my savings account to make the payment as well. He at first could not explain, but then later said that someone tried to call on XX/XX/XXXX. There are no calls on my phone or voicemails from Capital One on XX/XX/XXXX. He said that because the accounts were restricted any auto payments would be denied which could lead to issues with those companies. My wife was present during this conversation as she helped me upload the documents and is on some of these accounts. We asked to speak with a supervisor and were transferred to XXXX. \n\nWhen we got to XXXX, she told us that they don't do calls to let you know that a payment is being returned. The agent who transferred us to her said that a call was made on XX/XX/XXXX to tell us about the return payment. This was an immediate contradiction and concern on if the information we were receiving was in fact correct. When I mentioned this and the misinformation the agent gave on XX/XX/XXXX saying he lifted the restrictions when he didn't, she didn't say anything. \n\nShe also said the account was not found and that was the reason why. This was the first time someone even told us anything as to what could have happened. However, she went on to say they don't make phone calls because it is my responsibility to make sure the account information is right, even though they sent an email saying the account was successfully linked almost a month prior to the payment. \n\nWhen that was mentioned, she said they don't really check the account until they try to get the payment. Which defeats the purpose of me signing in almost a month early to make sure the account was verified and linked in the first place. \n\nShe said that the account was restricted until the fraud dept. was done with their investigation, even though she could not explain why the accounts were restricted based on the reason she gave. Regarding if they will reverse these penalties, she could not tell us what happens after the information shows that the money was there. When asked if they automatically reverse, she said we would have to ask for it. \n\nOn XX/XX/XXXX, we called back because the money was showing as paid on the Capital One Quicksilver account and both credit card accounts were still restricted. We asked for a XXXX in the fraud department and spoke with XXXX. She said they were still doing the review and would call. She couldn't tell us if interest fees, late fee, and credit data reported would be reversed. When I told her we sent documents right away on XX/XX/XXXX after talking to someone about this, she said to hold on while she looked at the documents. \n\nShe then said that there was a problem with the utility bill for proof of residence because my name was not on it. My name is on the bill right under my wife 's name. She said she left a note of where to find my name and asked us to send the utility bill again through the upload link they sent us on XX/XX/XXXX. \n\nWhen asked if they were going to call us to let us know there was a problem with the document, she said they called on XX/XX/XXXX at XXXX XXXX XXXX, but there was not an option to leave a voicemail. There is no record of any call on my phone. She confirmed my number was correct on the account. \n\nShe also said she didn't see any notes on the other docs yet so it doesn't appear they looked at them. \n\nWhile we were on the phone with her, she said a note was just placed on the account that they tried to call me again and couldn't leave a voicemail. I have call waiting and nothing beep through. My wife called me right then and her call came through as I was talking to her and even left a message. We told her that and all she said was that she would notate the account that we said we weren't getting any calls, and they would call me back regarding the review/investigation. \n\nIt was a circular situation where she was telling us they would call me, yet they were saying they had, but there is absolutely no record of them doing so on my phone. Since, there was obviously something wrong, we asked if she could transfer us over to whoever is saying they are calling us, so this can be resolved. She said she couldn't do that. \n\nShe also said that she checked to see if she could just review the documents herself and was told she could not and someone had to call me and talk to me with my local bank on the phone. She is a XXXX in the fraud department. \n\nI told her I already did the same payment process again with the same local bank and the payment was taken by Capital One. So, I asked her why would they now need to talk to the local bank when the money has cleared, she didn't have an answer. \n\nShe said that it would take XXXX business days and they would call sometime in that timeframe. We asked what would happen after the XXXX days since they are saying they are calling but are not. Is it automatically rejected because they are saying they didn't reach anyone. She couldn't tell us anything. We asked to file a complaint with corporate because of the impossible situation of them saying they are calling but we can prove they are not and when we call there is no way to reach them. She said that she filed a complaint separate from this but she couldn't tell me where it went or the expectations for the complaint. Again, we are just supposed wait for a call from them when there is clearly a problem here.","date_sent_to_company":"2025-01-16T10:55:57.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"967XX","tags":null,"has_narrative":true,"complaint_id":"11532741","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-01-16T08:24:24.000Z","state":"HI","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["She then said that there was a problem with the <em>utility</em> <em>bill</em> for proof of residence <em>because</em> my name was not on it. My name is on the <em>bill</em> right under my wife 's name. She said she left a note of where to find my name and asked us to send the <em>utility</em> <em>bill</em> again through the <em>upload</em> link they sent us on XX/XX/XXXX."]},"sort":[13.523412,"11532741"]},{"_index":"complaint-public-v1","_id":"9700917","_score":12.711285,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have my life insurance with XXXX. I received a letter from them stating their system was hacked and my personal information was compromised. They told us we can sign up with XXXX XXXX XXXX, which I did. \nAround XX/XX/XXXX I received an alert from them stating check my account. I saw there was an XXXX account on my EXPERIAN CREDIT REPORT. \nThe following XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Experian XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I reported it to XXXX and they said they were unable to resolve a fraud issue because I dont have an account with them they said it a credit bureau XXXX. \n\n\nI received an email from EXPERIAN that stated : Image XXXX XXXX XXXX, We are responding to your request that information in your personal credit report be blocked due to identity theft. Based on our review of your request and the information available to us, we have determined that either : your request to block was made in error, or, your request to block information was based on a material misrepresentation, or, you knowingly obtained or should have known that you obtained possession of goods, services, or moneys as a result of one or more of the transactions that you are seeking to block. \nTherefore, we are declining your request to block one or more of the items of information. If you have additional relevant information that indicates that the disputed item ( s ) resulted from identity theft, please contact us again and provide this information. If you still believe the disputed item ( s ) is inaccurate, then we will add a statement of continued dispute to the credit report at your request.\n\nTo view your rights, visit www.experian.com/fraudrights and www.experian.com/fcra. \n\nWe received the copy of the identity theft report that you provided ; however, in order to process your request to block information in your personal credit report due to identity theft, we need additional information. \nPlease send : all pages of the identity theft report, including validation that the report was filed with a federal, state or local law enforcement agency To verify your identity, please include the following : Your full name including middle initial ( and generation such as XXXX, XXXX, XXXX, XXXX ) Social Security number Complete addresses for the past two years Date of birth One copy of a government issued identification card, such as a drivers license, state ID card, etc.\n\nOne copy of a utility bill, bank or insurance statement, etc. \nMake sure that each copy is legible and displays your name and current mailing address and the date of issue ( statement dates must be recent ). We are unable to accept credit card statements, voided checks, lease agreements, magazine subscriptions or postal service forwarding orders as proof. \nTo protect your personal identification 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. Be sure to enclose a copy of the identity theft report that alleges this crime. \nIf you do not provide Experian with the required information specified above, you will not have submitted a valid request to block information in your personal credit report due to an identity theft and no information will be blocked. \n\nWe are responding to your request that information in your personal credit report be blocked due to alleged identity theft. We are requesting additional information that you must provide in order for us to act upon your request. However, we have conveyed your dispute to the furnisher ( s ) of the information directly. If you disputed a public record item, we conveyed your dispute to the vendor that collected the information from a public record. Once the dispute process is completed, we will notify you of the results.\n\nIf you still wish to have this information blocked, please submit an identity theft report without the deficiencies noted at the end of this letter.\n\nA valid identity theft report is an official report specifically complaining about identity theft that has been filed with an appropriate federal, state, or local law enforcement agency, including the Federal Trade Commission or the U.S. Postal Inspection Service, or others, the filing of which subjects the person who filed the report to criminal penalties if the information filed is false. The identity theft report should include as many of the following elements as possible : Specific dates such as when the loss or theft of personal information occurred or when the fraud ( XXXX ) occurred, How you discovered or learned of the theft, Any known information about the perpetrator, The names of creditors and account numbers involved in the theft ; Name and/or badge number of the law enforcement personnel who processed the report, The filing date and case number.\n\nIn addition, please enclose one copy of the below information along with your valid identity theft report : One copy of a government issued identification card, such as a drivers license, state ID card, etc. \nOne copy of a 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 two years Also list each account and account number and any other information that you believe appears on your credit report due to identity theft. \n\nMake 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\nTo protect your personal identification 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\nIf you do not provide Experian with the required information specified below, you will not have submitted a valid request to block information in your personal credit report due to an identity theft and no information will be blocked. \n\nThe identity theft report that you provided to us does not meet the guidelines established by the federal Fair Credit Reporting Act for the following reason ( s ) : It was not filed with a law enforcement agency which subjects the person filing the report to criminal penalties relating to the filing of false information.\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 I never had an XXXX  account and that was confirmed by XXXX. \n\nEXPERIAN is in error stating that this account can possibly be mine.\n\nI have limited credit devices that I use and XXXX is not one of them. \nThis negative report by EXPERIAN is causing me considerable hardship because it is appears on my credit report and I am actively looking for a car loan. \n\nI ask that EXPERIAN remove this XXXX account from my credit report. It is not being reported by the other credit bureaus. \nIts fradulent and needs to be removed.","date_sent_to_company":"2024-08-03T03:39:33.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"10566","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"9700917","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-08-03T03:03:59.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["One copy of a <em>utility</em> <em>bill</em>, 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 <em>Security</em> number Date of birth Complete addresses for the past two years Also list each account and account number and any other information that you believe <em>appears</em> on your credit report due to identity theft."]},"sort":[12.711285,"9700917"]},{"_index":"complaint-public-v1","_id":"4225670","_score":12.262807,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This has been going on for too long. If this is not resolved I will be obtaining legal help to go after Experian as well as XXXX XXXX. I am the victim and I have to jump through hoops while the person that used my good name and information is spending their time on some type of new furniture. \n\nWhy did I get the below email? \n\nThe police report was done with the XXXX County Sheriff 's Office, which is my local police department, I am confused as to how that is not a law enforcement agency. I also filed a report with the Federal Trade Commission, which was also included in the pdf file that I sent. All the information you state you needed, which I copied and pasted below ( all of the bulleted items ) was included in what I sent to XXXX via this same email address at XXXX on XX/XX/2021. \n\nThe specific dates are in the police report and Federal Trade Commission report, how I discovered the fraud is in both reports, the known information about the perpetrator is in the reports, the name of the fraudulent creditor and the fraudulent account number is in the police report, the name of the deputy that filed the police report IS IN the police report, the date the report was filed and the police report number IS IN the police report. A copy of my driver 's license IS IN the file that was sent to XXXX on XX/XX/2021. A copy of my utility bill was sent IN the same file that was sent to XXXX on XX/XX/2021. \n\nI spent an hour and a half on the phone today ( XX/XX/2021 ) with XXXX a Fraud Resolution Supervisor, going over all of this, therefore, I am thoroughly confused and beyond frustrated that I am receiving this email from Experian at XXXX on XX/XX/2021!!! \n\nIn addition, I received another email from Experian at the exact same time as the one below at XXXX, stating that you will not remove the fraudulent address that's associated with the fraudulent account from my credit report because other accounts on my credit report have that address, THAT IS SIMPLY NOT TRUE, NO OTHER ACCOUNT OF MINE IS ASSOCIATED WITH ANY ADDRESS OUTSIDE OF MY XXXX XXXX XXXX XXXX, TX OR MY ACTUAL PHYSICAL ADDRESS IN SPRING, TX ( WHICH IS A SUBURB OF XXXX , TX ). I have lived in the XXXX, TX metropolitan area for 16 YEARS!! \n\nSpecific dates such as when the loss or theft of personal information occurred or when the fraud ( s ) occurred, How you discovered or learned of the theft, Any known information about the perpetrator, The names of creditors and account numbers involved in the theft ; Name and/or badge number of the law enforcement personnel who processed the report, The filing date and case number.\n\nIn addition, please enclose one copy of the below information along with your valid identity theft report : One copy of a government issued identification card, such as a drivers license, state ID card, etc.\n\nOne copy of a utility bill, bank or insurance statement, etc.\n\nPlease also include the following identification information : Your full name including middle initial ( and generation - JR, SR, II, III ) Social Security number Date of birth Complete addresses for the past two years -- -- -- -- -- Forwarded message -- -- -- -- - From : Experian XXXX Date : Wed, XX/XX/2021 at XXXXXXXX XXXX Subject : Important Information To : XXXX XXXX XXXX XXXX XXXX XXXX, It was not filed with a law enforcement agency which subjects the person filing the report to criminal penalties relating to the filing of false information.\n\nWe are responding to your request that information in your personal credit report be blocked due to alleged identity theft. We are requesting additional information that you must provide in order for us to act upon your request. However, we have conveyed your dispute to the furnisher ( s ) of the information directly. If you disputed a public record item, we conveyed your dispute to the vendor that collected the information from a public record. Once the dispute process is completed, we will notify you of the results. \n\nIf you still wish to have this information blocked, please submit an identity theft report without the deficiencies noted at the end of this letter. \n\nA valid identity theft report is an official report specifically complaining about identity theft that has been filed with an appropriate federal, state, or local law enforcement agency, including the Federal Trade Commission or the U.S. Postal Inspection Service, or others, the filing of which subjects the person who filed the report to criminal penalties if the information filed is false. The identity theft report should include as many of the following elements as possible : Specific dates such as when the loss or theft of personal information occurred or when the fraud ( s ) occurred, How you discovered or learned of the theft, Any known information about the perpetrator, The names of creditors and account numbers involved in the theft ; Name and/or badge number of the law enforcement personnel who processed the report, The filing date and case number.\n\nIn addition, please enclose one copy of the below information along with your valid identity theft report : One copy of a government issued identification card, such as a drivers license, state ID card, etc.\n\nOne copy of a utility bill, bank or insurance statement, etc.\n\nPlease also include the following identification information : Your full name including middle initial ( and generation - JR, SR, II, III ) Social Security number Date of birth Complete addresses for the past two years Also list each account and account number and any other information that you believe appears on your credit report due to identity theft.\n\nMake 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\nTo protect your personal identification 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\nIf you do not provide Experian with the required information specified below, you will not have submitted a valid request to block information in your personal credit report due to an identity theft and no information will be blocked. \n\nThe identity theft report that you provided to us does not meet the guidelines established by the federal Fair Credit Reporting Act for the following reason ( s ) : Connect 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":"2021-03-18T19:19:18.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"4225670","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-03-18T19:05:26.000Z","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 belongs to someone else"},"highlight":{"complaint_what_happened":["One copy of a <em>utility</em> <em>bill</em>, bank or insurance statement, etc."]},"sort":[12.262807,"4225670"]},{"_index":"complaint-public-v1","_id":"11700560","_score":11.131817,"_source":{"product":"Credit card","complaint_what_happened":"Comenity Bank issued me a XXXX XXXX XXXX on XXXX XXXX, 2025. The card was used successfully for a purchase, and then they placed a hold on the account, preventing me from using it, claiming they need \" identity verification ''. The said the only way to resolve this issue is to email them copies of my drivers licenses, SSN card, and utility bills. I refuse to send sensitive documents over an incredibly secure transmission method like email, but they do not provide an alternative. Therefore, I called to close my account. However, they are denying to close my account, stating that \" they need these documents to resolve the hold '' before they close it. To summarize, I want to close the amount because of the bank 's insecure transmission methods, and they are saying I need to use the insecure transmission methods to close the account. Hence, I'm filing this complaint. \n\nBelow is the auto-transcription of the recorded call with the company on XXXX XXXX, 2025. I spoke to three representatives, escalating from one to the next. I start recording after the first representative stated they would not close the account. I can produce the audio recording upon request, as it's too large to upload here. \n\nTRANSCRIPT ( \" You '' refers to myself, XXXX XXXX ) : You Could you repeat that for me? So you're saying to close the account because I don't want to send sensitive documents over email to close the account? You're saying that I need to send those sensitive documents correct? \n\nParticipant Suggest to confirm with you if you want the account to be closed the documents would have to be reviewed so the block can be removed and then the team can go ahead and we're gon na close the account for you You So that's not acceptable. Can you forward me to somebody that can answer my questions in more detail please? Whether that would be a supervisor or manager I don't care. \n\nParticipant All right, so please stay in the line while I go ahead and transfer for you and have a great day and bye-bye You Thanks Participant Hello, is XXXX I still speaking to XXXX? \n\nYou You are Participant Thank you so much for holding we appreciate your patience there the previous representative. They were making me a little bit aware of the situation here. How may I help you today? \n\nYou Yes so just to summarise I opened the XXXX XXXX card probably about a week and a half ago, I used it once and then you put a hold of my account wanting identity verification and the only way I was provided to get that verification was to send copies of my drivers license and SSN through email which I refuse to do and so I called to cancel the card. Your associate told me to cancel the card, I need to send those documents in anyway, and that's not an acceptable resolution for me, so here we are. \n\nParticipant Totally understandable unfortunately we wouldn't be able to close the account with a hold on it now it does say on the letter that was issued to you that if documentation is not received within 30 days in the account could be closed. So we wouldn't actually be able to close it while hold on it, if the documentation is not received for the account, could be closing in the future by the bank You So I don't like the resolution. I should have the ability to close it now so do you have another way to do that for me? And just to let you know as a heads up, I noted to your previous representative as well as the call is being recorded in case I need to file a case of the consumer financial protection bureau just a heads up so I would love to get this resolved before I have to do that. \n\nParticipant Yeah, I totally understand the more you know you were definitely gon na get the situation resolved as well for you, sir but unfortunately, I wouldn't be able to close the account with the hold currently on it You Okay, is there anyone who can? \n\nParticipant If you want to escalate further, I can certainly do so You Please do Participant Okay, one moment, please Participant Thank you for your patience. This is XXXX am I still speaking to XXXX? \n\nYou You are Participant XXXX, the other associate let me know what's going on and how can I further assist with your XXXXXX/XX/XXXX account? \n\nYou Did they make you aware of the issue that I've repeated to the last two associates? \n\nParticipant Yeah, it appears that we have some security concerns and were requesting some documentation and because of that we aren't able to make any changes which includes closing the account You Yeah so can you tell me why that is considering I already used the credit card and the reason I wan na close the account is because your method of submitting documentation is incredibly insecure and so that method documentation submission is not acceptable to me so we're closing the account. And so I would like to close it regardless of if that documentation is submitted or not and so I'm continuing to escalate until someone can either close it or I reach out to the financial bureau, and then I can take this recorded call and submit it to the consumer financial protection bureau and they can correspond on my behalf to close it. So I would love to get a resolution before I have to do that considering while I'm waiting on hold, I'm just actively going through the steps of filing a complaint. So I would like to get that settled before I get to the final step if that's something you can help me with Participant OK well thank you for letting me know that you're recording and for quality purposes this call may be monitored and recorded. We're sorry that you're having so much trouble honestly I know that it's a lot of personal information that we were requesting and I can understand your concern but there won't be a way for us to close this account until we receive the documentation for the order. The other option would be to leave the account as accounts like this will probably to be closed after 90 days. \n\nYou That's great, but if you're not providing me a method to close it on my demand as according to the credit card policy I signed, that states I can do that with no conditions on submitting identity documentation then that's OK I can go ahead and just submit this transcript and either the protection bureau can either get back to you before 90 days or y'all will figure out a way to deal with it without the sensitive documents. So if that's your final resolution if you could give me your name just so I can send that along with all the other information that would be great Participant Yeah, my name is XXXX. I will not give you my last name, but I can give you my employee number You That would be great Participant Yeah, that would be XXXX You Great, and so you're saying this is the final step with the escalation, that this is your resolution correct? \n\nParticipant We won't be able to close this account by your request, correct. \n\nYou Great, that's all I need now thank you very much","date_sent_to_company":"2025-01-22T21:01:38.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"021XX","tags":null,"has_narrative":true,"complaint_id":"11700560","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-01-22T20:32:22.000Z","state":"MA","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["Participant Yeah, it <em>appears</em> that we have some <em>security</em> concerns and were requesting some documentation and <em>because</em> of that we aren't able to make any changes which includes closing the account You Yeah so can you tell me why that is considering I already used the credit card and the reason I wan na close the account is <em>because</em> your method of submitting documentation is incredibly insecure and so that method documentation submission is not acceptable to me so we're closing the account."]},"sort":[11.131817,"11700560"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":7,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":7}]}},"product":{"doc_count":7,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2}]}},{"key":"Credit reporting, credit repair services, or 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