{"took":154,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":20,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7410052","_score":20.969067,"_source":{"product":"Mortgage","complaint_what_happened":"My son and I are in danger of losing my house of 30 years because of the questionable and possibly illegal actions of Gregory Funding. I am XXXX and suffer from XXXX and on a fixed income after working for Social Security in XXXX XXXX for 40 years. My son XXXX is my full time caretaker and he is helping me to write this letter. My husband handled all of our finances and he had the mortgage payment set on automatic debit with XXXX  and payments were in good standing. Shortly after he passed away the mortgage was transferred to Gregory Funding. My son and I assumed that the automatic payments would continue to come out of our account so we did not take any action as we were busy with funeral arrangements and getting me settled without my husband. Once we realized that the payments were not being taken out my son XXXX who is my authorized representative and has Power of Attorney contacted XXXX to try and reinstate the missed payments. This is where the problems and shady activities begin. \n\nXXXX was given a reinstatement amount in XXXX of {$5900.00} to catch up the missed payments. He called in by phone and gave bank account information for the ACH debit and was told it cleared and they gave him a confirmation number. When he checked his bank account the next day he saw that the funds had not been withdrawn and when he called in to XXXX on Monday their agents said sorry it did not go through, and that they had been trying to call him. This is where the concern starts, because there was no record of missed calls on his phone or my phone and this is a total lie. Then their agents said the reinstatement figure had increased {$1300.00} over that weekend. We are requesting a full and complete ledger and accounting of all payments due, all fees, all interest as well as a specific description of the type of fee that would increase the payment {$1300.00} over a weekend. From an extra two days of interest??? My son did not have the extra {$1300.00} so their agents told him that they would order a new reinstatement amount because the old one had expired and that it would take at least a week to 10 days to get a new reinstatement amount, and since the reinstatement figure is only good for two weeks we would only have 3-4 business days to get the payment together. We were unable to catch up because Gregory Funding dragged their feet with the reinstatement figures and played a shell game with our family home. In the last three months the reinstatement amount has doubled. There is no logical explanation for this and we want some answers. We tried speaking with the lawyer for XXXX and he gives us the runaround also. XXXX recently tried calling in to their main office and asked if we could be considered for a loan modification. The agents said no, but we could try to apply for the Maryland XXXX program but that it takes so long we would probably lose our home before we get help from them.","date_sent_to_company":"2023-08-17T02:19:41.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"21207","tags":null,"has_narrative":true,"complaint_id":"7410052","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Aspen Yo LLC","date_received":"2023-08-17T02:16:13.000Z","state":"MD","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","sub_issue":null},"highlight":{"complaint_what_happened":["This is where the concern starts, because there was no record of missed calls on his <em>phone</em> or my <em>phone</em> and this is a total lie. Then their agents said the <em>reinstatement</em> figure had increased {$1300.00} <em>over</em> that weekend. We are requesting a full and complete ledger and accounting of all payments due, all fees, all interest as well as a specific description of the type of fee that would increase the payment {$1300.00} <em>over</em> a weekend. From an extra two days of interest???"]},"sort":[20.969067,"7410052"]},{"_index":"complaint-public-v1","_id":"2682164","_score":14.794799,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I discovered that I had been a victim of identity theft back in XX/XX/XXXX/XX/XX/XXXX and contacted each bureau including Equifax Specifically regarding a {$31000.00} loan that was open with XXXX XXXX ( Loan No. XXXX ) as listed on my report. \n\nOn or about XX/XX/XXXX I followed up the dispute with a phone call regarding the fraudulent XXXX XXXX  account number XXXX and was advised that I needed to file a police report and provide a fraud affidavit and resubmit my dispute for the account to be blocked and deleted from my credit file. \n\nOn XX/XX/XXXX, after filing the police report ( filed on XX/XX/XXXX ) and FTC Fraud Identity Theft Affidavit I resubmitted my dispute to Equifax 's Office of Consumer Affairs for the identity theft report for the fraudulent XXXX XXXX Acct Number XXXX and they have still refused to block and delete this fraudulent account that was opened with out my permission ort consent. \n\nIn addition, Equifax had removed the fraudulent XXXX XXXX ( Acct No. XXXX ) account from my credit report after my XX/XX/XXXX dispute as shown in the updated Credit Report number XXXX dated XX/XX/XXXX. But on or about XX/XX/XXXXEquifax had reinserted the fraudulent account back to my credit and never notified me within five business from the reinsertion date pursuant to FCRA Section 611 ( a ) ( 5 ) ( B ) ( ii ) that the previous deleted account was being reinserted. Which this action is a clear violation of FCRA for Equifax 's failure to properly notify me of the account being reinserted to my credit file. \n\nOn top of that, Equifax due to some breach ( Equifax 's Office of Consumer Affairs explained that my credit file got too large ) or error removed almost 30 of my credit accounts from my credit file leaving only the fraudulent XXXX XXXX Account listing on my file. I followed up with the Office of Consumer Affairs and spoke with XXXX XXXX and she reviewed the matter and saw what had occurred with my account being erroneously deleted and removed and advised that she would have to have a technician correct my credit file and get the accounts from my XX/XX/XXXX credit report added back to my credit file. ( In about 1 week the technician called me back and advised the all my credit accounts had been added back to my credit file that had been deleted improperly ). \n\nXXXX XXXX further advised that their office would retain the investigation for the fraudulent XXXX XXXXl XXXX account as she was not sure what documents were sent to the creditor on this account. \n\nOn or aboutXX/XX/XXXXand XX/XX/XXXX, Equifax 's Office of Consumer Affairs sent electronic and fax letters to each of my creditor credit accounts ( approximately 30 ) and advised that my initial account applications with them were fraudulent and that I was disputing the accounts as fraudulent or either the credit cards were lost or stolen. \nI was notified by this action by Equifax 's Office of Consumer Affairs by XXXX as I was trying to make a payment on my XXXX XXXX Account and was notified that my card had been lost which I never had made any such report on any of my accounts excluding the fraudulent loan account with XXXX XXXX XXXX ( loan no. XXXX ) pursuant to my dispute letter dated XX/XX/XXXX \n\nBy Equifax 's actions each of my credit accounts ( 30 ) were either completely canceled by each creditor or placed on hold by there fraud and security dept. I called Equifax 's onXX/XX/XXXX Office of Consumer Affairs and I spoke with XXXX XXXX again and explained to her what I was advised by XXXX regarding the electronic and fax letter notifying each of my creditors that my application to open the account was fraudulent or I lost or had my card stolen. XXXX XXXX researched and advised that their office had indeed sent out the notification in error and did not understand why the technician sent that fraud notification to all my creditors rather than the one credit account that was being disputed XXXX XXXX XXXX. When in fact, XXXX XXXX advised that the XXXX XXXX Account Listing had not even been disputed all all my valid account had been. XXXX XXXX further advised that she would shut down the investigation from myXX/XX/XXXXdispute and recommended that I contact each one of my creditors and advised them that Equifax made a mistake in sending out the fraudulent notification but could not provide me any explanation as to why they took this action. \n\nonXX/XX/XXXXAs she requested ( I did not understand why they would not correct their own mistake ) I contacted each one of my creditors in writing and by phone and providing them a copy of the actual dispute that I submitted to Equifax on XX/XX/XXXX that showed I only specifically disputed the fraudulent XXXX XXXX XXXX listing ( Account No. XXXX ). I further advised that I did apply for each of those accounts and would request that the accounts be reinstated and all my creditors reinstated my accounts and reissued my cards which would take 7 to 10 days or up to 30 days to receive the replacement cards. \n\nOn or aboutXX/XX/XXXX, I was speaking with the Fraud & Security Dept Rep trying to get my account reinstated and they advised that they needed something from Equifax stating that they made the error ( which made since to me since they made the mistake ). I immediately called Equifax 's Office of Consumer Affairs again requesting to speak with XXXX XXXX, the manager supervisor advised me that XXXX XXXX was not available and she could help me. So I explained the entire mixup as aforestated aboveand she reviewed the notes and advised me that it was nothing that she could provide and did n't understand why my accounts were deleted and could n't understand what I was asking them to do but refused to permit me to speak with XXXX XXXX or any other party and then told me she was ending the call and hung up on me. I was totally dumbfounded as to Equifax 's Office of Consumer Affairs supervisor acknowledging that they had screwed up but refused to assist me to correct their mistak as XXXX XXXX had requested that they fax a letter directly to all my creditors as they previously had done in error. \n\nOver the last few months Equifax 's has turned my credit life into complete chaos and refused to correct their errors which I had to spend 3 weeks while trying to assist my father that had just had a XXXX on XX/XX/XXXX. in addition, Equifax has refused to block and remove a fraudulent account from my credit report that has caused me additional harm even after providing their office with the appropriate police report and fraud affidavit as they requested.","date_sent_to_company":"2017-09-22T15:20:32.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"23831","tags":null,"has_narrative":true,"complaint_id":"2682164","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-09-22T14:08:59.000Z","state":"VA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["On or aboutXX/XX/XXXX, I was speaking with the Fraud & <em>Security</em> Dept Rep trying to get my account <em>reinstated</em> and they advised that they needed something from Equifax stating that they made the error ( which made since to me since they made the mistake ). I immediately called Equifax 's <em>Office</em> of Consumer Affairs again requesting to speak with XXXX XXXX, the manager supervisor advised me that XXXX XXXX was not available and she could <em>help</em> me."]},"sort":[14.794799,"2682164"]},{"_index":"complaint-public-v1","_id":"5113412","_score":13.916743,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX XXXX my computer was hacked, and I was scammed into physically transferring {$13000.00} in cash from my Chase checking account ( I had {$14000.00} in there at the time ) into a bogus \" business '' account. \nAllow me to backtrack. Got text message on cell phone that my XXXX account had been hacked. Called phone number given, which I stupidly dialed, and was informed my identity had been stolen, that he ( XXXX accent ) was a tech person working for the FTC, and we needed to set a trap to expose the party who had stolen my ID. \nSomehow the scammer ( guy on phone, who called himself XXXX XXXX, and gave me two ID numbers for himself : XXXX and ID : XXXX ), and called me incessantly from two numbers : ( XXXX ) XXXX and ( XXXX ) XXXX ( they show up as XXXX, Washington numbers but were no doubt reroutes ), principally the first number, gained access to my computer cursor on the monitor, and was able to \" add '' {$13000.00} to the {$14000.00} I already had in there. It showed up as {$27000.00} on my computer screen. \nThe scammer advised me to take the additional thirteen thou in cash out of my Chase account and deposit it in the following ( presumably fraudulent checking account ) in a XXXX XXXX bank. The name on that account, a XXXX XXXX checking account, was XXXX XXXX XXXX and the Acct. No. was XXXX. ( When I deposited the money the teller informed me that it was a business account. The scammer informed me that it was an XXXX business account. ) Little did I suspect that I was taking MY thirteen thou out, that the thirteen thou the scammer had added on my computer screen did not in fact exist. I realized this the following morning, when I got a notification from Chase and realized there was only {$1000.00} left in my account. \nHe also wanted me to deposit money from my XXXX investing account into the following account, which of course I didn't do, after reporting him and blocking his phone number : XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX NY XXXX Routing number : XXXX Account number : XXXX Account name : XXXX XXXX XXXX XXXX XXXX \nFor further credit to : XXXX XXXX XXXX So Chase XXXX froze my checking account. Opened a new checking account in my name. I called their fraud department and reported the scam to some young-sounding girl. How much detail she took down and to what extent Chase actually dug deeper and investigated this I don't know, but it was reported XXXX XXXX, and I just got the denial notification XX/XX/XXXX, which is today. \nChase informed me they were denying my claim to have the money reinstated. \n( I believe the original XXXX phony phone numbers used by the hacker to reach me were ( XXXX ) XXXX and ( XXXX ) XXXX. ) Anyway, I reported the scam to the FBI, Federal Trade Commission ( scammer said he worked for them ), the local police, the Securities Investigator for the Attorney General 's office in XXXX, NJ ( XXXX XXXX ), the Chase Fraud Department, XXXX XXXX, and I even reported the bogus XXXX account to XXXX itself ( never heard back ). \nOh, and one of my credit cards had been hacked. Chase denied the phony charges and cancelled that credit card. \nIs my grievance something that might fall within your purview? I am disputing the Chase denial claim, unsure if that will get me anywhere. I've been a loyal Chase client for at least twenty years, depositing a substantial amount of money in their checking account over that span and getting zero interest. Given that I was clearly a victim of fraud and did not actually see or benefit from a penny of that thirteent thousand, wouldn't the decent thing be for Chase to reinstate the lost money? Surely their fraud department must have investigated the account into which I deposited the money and realized it was a scam account.\n\nHoping to get your input and possible help on this. Thanks very much. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2022-01-26T20:24:10.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"076XX","tags":"Older American","has_narrative":true,"complaint_id":"5113412","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-01-16T03:25:13.000Z","state":"NJ","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["( I believe the original XXXX phony <em>phone</em> numbers used by the hacker to reach me were ( XXXX ) XXXX and ( XXXX ) XXXX. ) Anyway, I reported the scam to the FBI, Federal Trade Commission ( scammer said he worked for them ), the local police, the <em>Securities</em> Investigator for the Attorney General 's <em>office</em> in XXXX, NJ ( XXXX XXXX ), the Chase Fraud Department, XXXX XXXX, and I even reported the bogus XXXX account to XXXX itself ( never heard back )."]},"sort":[13.916743,"5113412"]},{"_index":"complaint-public-v1","_id":"3453288","_score":13.601698,"_source":{"product":"Checking or savings account","complaint_what_happened":"I was a member of Navy Federal Credit Union from approximately XX/XX/XXXX until approximately XX/XX/XXXX, I believe. I am only guessing because I do not recall the exact dates of termination, but my best guess is by XX/XX/XXXX ... I was no longer a member of the Credit Union. \n\nI was a family member of a veteran, who'd applied for membership, first inquiring before they officially made the public announcement to serve Veterans. Once I had applied, the credit union had began ensuring \" Security Policies '' under internal departments without any feedback or direct link to a point of contact regarding Member Security, until the application was approved for membership. \n\nI was approved for Membership with a Checking and Savings account at first. Around this time, I had still been receiving XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ... due to low-income and other conditions. \n\nAlong the first six months, membership was working out so far. During the months of XX/XX/XXXX, trouble had began : I was almost broke, and my credit had began to tarnish. I remember there were suggestions by my local Payees about moving forward with services provided by the local DDD/DSHS governmental agencies, and how important it was to them that I remained on State & Federal Benefits. \n\nI also remember requesting and receiving a refund check from a web hosting provider, that had designed a basic website and a marketing plan for me. The amount of that refund was between $ XXXX {$2500.00}. \n\nNavy Federal Credit Union was consistently charging overdraft fees to my account. At times, they were a bit excessive, while claiming to protect me as a member. Anyways, on the brink of going into poverty, I decided ( upon the advice of Member Services at my local branch ) take about {$2000.00} of that, and invest in a Certificate of Deposit. \n\nThe {$400.00} prior to that was deposited into my checking account to cover over {$200.00} of overdraft fees, and a little over {$120.00}, I asked to be disbursed to me as cash. I can't remember if I paid my credit card ( s ) that month, but I believe I may have paid one. \n\nAt that time, it was a few days before a meeting with a former XXXX Case Manager. I remember not putting {$2000.00} directly into my checking account, because other parties like XXXX and my Payees were concerned about losing benefits. Taking these things into account, I decided to put the {$2000.00} into a CD. \n\nAlmost a week later, the Social Security Administration became involved. Even though, I was receiving Supplemental Security Income, it was clear to me that they were pressuring my relatives ( who were/are also my payees ) that SSA didn't want me to make additional income ... contrary to the purpose of Supplemental Security Income now. \n\nOur local Social Security Administration office - located in XXXX, WA ... was quite famous for being infamous with their accommodations and willingness to help understand how people could manage at the time. \n\nThe manager of the office decided to threaten one of my family members with a XXXX  one day, towards the middle of XX/XX/XXXX ( right before my birthday ). I was on a grocery shopping trip, and I received several phone conversations about it ... \n\nI told them later that it was already deposited, and I couldn't release the funds. They didn't take it well, and by the next morning, they had filed legal proof of themselves as guardians/payees to the bank. \n\nAs a result, not only did Navy Federal Credit Union breach my account security information, by allowing this action by fax and thereby closed all of my accounts without my consent ... but the Credit Union customer service members from then on, told me that they would only speak to the payees ( for consideration of re-instatement or account information ). \n\nAccording to my payees, ( which I do not know whether it was credible or not ), they had a check of my funds disbursed to them, as a result of the bank 's decision ... and they referenced several times that I had misused the funds. This was clearly a lie, because much later after they deposited the remaining funds of close to {$1800.00}, into a Special Needs Trust Account ( located at XXXX  XXXX XXXX ), almost as a spiteful action after various arguments ... I confronted them about this over time, and their story had changed. \n\nI talked to them about why they deposited the money, and believing the reasons they had given me ( which was inexcusable to begin with ), the payees said they had other reasons for doing so ... which was never disclosed to me. \n\nThe bottom line is besides Navy Federal Credit Union closing my accounts without my consent, they also did so in a way that breached my security. Additionally, it is my belief that the Social Security Administration influenced my relatives, and the bank to do so. Finally, when the funds were given to the payee ( if they ever were ), they were free to do with it what they wished ... \n\nI never saw neither my refund, nor the ability to communicate with XXXX XXXX since. However, I do know that since then, my poverty has became worse and what chances I had at income and/or credit opportunities were never the same. \n\nAs it stands presently, I am barely getting by ... and as debts pile up, without so much as a credit card or sufficient income ( though I work far beyond OT still ), I am having to make a choice between 2 needed services : keeping my job as an XXXX, and paying for my XXXX XXXX bills.","date_sent_to_company":"2019-11-28T07:24:46.000Z","issue":"Closing an account","sub_product":"CD (Certificate of Deposit)","zip_code":"98290","tags":null,"has_narrative":true,"complaint_id":"3453288","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2019-11-28T05:39:37.000Z","state":"WA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Our local Social <em>Security</em> Administration <em>office</em> - located in XXXX, WA ... was quite famous for being infamous with their accommodations and willingness to <em>help</em> understand how people could manage at the time. \n\nThe manager of the <em>office</em> decided to threaten one of my family members with a XXXX  one day, towards the middle of XX/XX/XXXX ( right before my birthday ). I was on a grocery shopping trip, and I received several <em>phone</em> conversations about it ..."]},"sort":[13.601698,"3453288"]},{"_index":"complaint-public-v1","_id":"3128817","_score":13.445069,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I've had severe issues with American Express for quite a while now. For one, a majority of these issues stem from me being on XXXX XXXX with the military and American Express 's inability to honor my SCRA benefits. To make matters worse, my whole family is one of American Express 's largest cardholders and spenders. At least 12 of my immediate family members have platinum cards and 6 of our grandparents hold Centurion Black cards and/or are authorized users of the cards. While we may not  spend more than per say the XXXX of XXXX XXXX, its fair to say that our family has made at least XXXX  of dollars of payments through our respective American Express cards in the last twenty years.The only reason I am bringing this up is because American Express typically realizes this and has phenomenal service. However, as a cardmember, I have experienced horrendous treatment and a literal cycle of XXXX dealing with outsourced teams in the Responsible Lending Action Team. Let 's start briefly. I had severe identity theft since XXXX after being robbed abroad. A majority of aforementioned issues were taken care of, however, after being on XXXX XXXX since XXXX there have been a great number of additional issues. In late XXXX I applied for a Platinum American Express card as I got rid of my previous American Express cards earlier in the year. I have been an authorized user of my father 's Platinum Card and I wanted my own, as the Platinum department has MUCH better customer service and client relationships than does the regular American Express cards. I applied for my own platinum card via the CardMatch tool and there was an offer for XXXX+ points. I said yes and got approved instantly. Great. Only issue is I NEVER received the card. I came back for 10 days of leave during the holidays and received two emails from American Express notifying my account was to be closed. I called and asked why and long story short someone applied for a different card in my name months earlier. Because that account was insufficient, they closed all other accounts linked via my social security number. \n\nI called immediately during my free time and spoke with a very kind woman by the name of XXXX in the XXXX XXXX, FL Platinum Department ( ID XXXX ) on XX/XX/XXXX. I explained the full situation to XXXX who apologized and did all she could to have my platinum card reinstated. XXXX talked to her senior manager to have the platinum card reinstated, and he reached out to the team that denied the request, the RLA, and she told me that it would be a two day response time to get my card reactivated. She provided me the RLA 's direct contact number : XXXX. \n\nShe then called me back thirty minutes later and initiated a 3 way call with the RLA supervisor, XXXX, and herself at XXXX XXXX  PST on XX/XX/XXXX. The lines are all recorded and XXXX verified with both me and XXXX that my card will be reinstated but they just need some information from me. The other card ( not the platinum ) got linked to my checking account and unauthorized charges were coming out of the account. They requested that I provide my banks information ( XXXX XXXX ) on an official letterhead that the account was compromised with the American Express charges and both XXXX  and XXXX said they were looking for the letter to state, \" they are looking into a situation in which my bank account was compromised due to fraud or identity theft and saying, \" hey we know that there is something going on here and we are looking into it. '' I went into XXXX XXXX and we had someone in Headquarters ( Washington, DC ) write a letter stating this. I faxed this into the RLA and CBR ( XXXX ), as well as used the Amex DocUpload website. However, since I never received the Platinum Card, I was told to just write my full name, full account number, reason I was sending in the fax including account reinstatement request, number of pages and a cover note. And since I didn't receive the card I was told to mention the last 5, XXXX, referencing the current platinum card number that I am an authorized user on ( XXXX XXXX XXXX ). \n\nGreat, everything was going to be fixed within SEVENTY TWO HOURS, as promised to me by XXXX and XXXX  in the RLA. I called in, a week later only to find out I had been lied to. For one, THEY NEVER RECEIVED THE DOCUMENTS. Those sensitive documents with my bank, identification and social were all lost by the CBR and  American Express because they can't find my account! No one could pull up the platinum card account and I didn't know what the number was either! It was a cancelled account and no one could find it! A week later they were able to allow me access to the card number and account and I put that onto the documents and uploaded it. \n\nIt spiraled out of control from here. I spoke to XXXX on XX/XX/XXXX at XXXX PST that confirmed once the documents were received my card request for reinstatement would be included and it would take a week or so from there to receive my card. I had now missed out on purchasing gifts for family and friends and gone the holidays without my platinum card. \n\nI called the platinum department on XX/XX/XXXX and spoke to a supervisor named XXXX who agreed this was ridiculous and tried calling the RLA but they were closed. Interesting since the RLA is open 24/7. I called on the other line and instantly connected XXXX with the RLA team. XXXX had lied to me and said \" oh the number I called said they were closed. '' The RLA now had all the documents I uploaded and that they had requested and still refused to reinstate the account because now they wanted documents from XXXX! I hadn't had a XXXX checking account since XX/XX/XXXX. I switched to XXXX XXXX due to identity theft concerns and wanted a secure military banking facility. My XXXX accounts were all closed at my request and in good standing. What could American Express want from XXXX? \n\nThe RLA agent was incredibly rude on the phone to me and said he'd prefer to speak to the Platinum Supervisor. Ok, why? I said he was speaking a bit too rude and we got transferred to XXXX his supervisor at XXXX PST on XX/XX/XXXX. They said that there was a RETURNED PAYMENT FOR {$19.00} on XX/XX/XXXX. Are you serious! I closed my accounts at the end of XXXX, and previous automatic payments from my old American Express cards closed out in XX/XX/XXXX/XX/XX/XXXX were in good standing and linked via Auto Pay to that XXXX account. XXXX confirmed that the payment for {$19.00} had been paid already and that all my American Express accounts were in good standing. It's a bit humorous that the RLA will not reinstate an account due to a 7 month old bank account and for such a paltry amount of {$19.00} when we were just considering paying {$500000.00} upfront for the Black Centurion card. XXXX said \" Everything looks good on my end and your spending and accounts up to date an on time payments so I don't know what their issue is. '' So then I had to find a way to get in touch with XXXX, per XXXX 's request and the RLA, to write ANOTHER additional letter for them explaining that my XXXX account was closed. Do you know how difficult this is when I am in XXXX and there is not one XXXX branch in Washington state? XXXX told me he was going to try to reinstate my card but could not because the RLA had their hands on it, and that I should write to headquarters to get significant compensation for my time and the agony that they gave to me and my family during the holidays. The lies and misinformation that they kept telling me on repeat were just insane. I fight for this country, and during my brief time I get to spend with my family on leave I probably talked with American Express every day for at least 1-2 hours a day. \n\nI got transferred to another supervisor by the name of XXXX on XX/XX/XXXX. The XXXX letter she had was not good enough and instead she requested that I get a letter that states \" Because of the identity theft and the account has been closed and it is not your mistake. '' It's very hard to understand what exactly the RLA wants and needs, as it is my understanding the RLA is outsourced to a foreign country and their English is not 100 % comprehensible some of the time. XXXX said she was going to do her best to expedite my request to get the account reinstated once she got the correct documents, which I had to again call and ask to have them expedite over to me. \n\nI spoke to her daily. On XXXX, XXXX XXXX XXXX, on XXXX XXXX, it just didn't end. She requested more and more time after I had been promised on the XX/XX/XXXX that it would only take 72 hours. \n\nI gave her a week. She promised to call me back multiple times and never did. They are on a recorded line, correct? So you can trace each call to verify what they said to me. XXXX is the one who promised to have everything reinstated within 72 hours. \n\nThis got way too complicated with way too many people involved. On XX/XX/XXXX I left back to the military on orders. I did have intermittent phone access though in the meantime. I spoke to XXXX again on XX/XX/XXXX at XXXX PST. XXXX told me that after trying to get my card reinstated, they could not as the back office refused to do so and was not giving a proper reason for closing the account. She urged me to apply for a new card. Why would I apply for a new card and get my credit pulled again after all this? I froze my credit to prevent any unauthorized applications going through from this point forward and I didn't want a closed account on my credit bureau record and another hard inquiry -- it just doesn't look good. \n\nI asked to speak to someone higher and she said she was as high as she could go. I knew that wasn't true and asked again. She tried putting me with the \" Superior Manager '' who was unavailable. I then asked what a good address was to serve legal papers to have American Express sued in court in regards to all of this, especially being lied to. She then transferred me to XXXX the Superior Manager who she couldn't initially transfer me to. XXXX talked over me and said the back office couldn't do anything. After pleading my case, as I did above, mentioning my family 's history he thought I was trying to reactivate my Gold and Platinum XXXX cards that I haven't had since XX/XX/XXXX. No! I could care less about those cards. I just wanted my platinum card. He said that because my Gold and Platinum cards were ineligible for reinstatement as there had been \" more than 3 months '' that I couldn't reinstate them. However, I didn't want those! If the platinum card was opened in XXXX/ XXXX then it hadn't been 3 months and I wanted them back especially since it got cancelled in XXXX! There were so many inconsistencies that the RLA nor back office understood! \n\nI did EVERY single thing that the platinum supervisors recommended me to do. I also did everything the RLA asked me to do. I have perfect payment history and status with everything. It's not my fault I have had severe identity theft since XXXX! My credit is frozen and i've taken the steps I needed to take to lockdown my finances so nothing big happens again, including requesting to have my SSN changed. XXXX said he would do his best to escalate this higher to have it reinstated and would get back to me within 3 days. He talked over me and it was clear that there were more inconsistencies with his story and that he was just trying to get rid of me. XXXX said \" do not talk to anyone else in the RLA, just me from here on out and I will work with you to get this reinstated. '' So I called the Platinum Department again and got transferred to Ms. XXXX XXXX who is also in XXXX XXXX and is a Platinum Supervisor. She said that she knew Ms. XXXX and was going to do her best to get my card reinstated. She called the RLA and spoke briefly with XXXX who said he's requesting 3 days to work on my account. She verified that she too would provide me with points and extra compensation after this was resolved. She said there were errors in trying to get the RLA to understand this complicated case. \n\nSo 3 days go by, I call the XXXX back and XXXX is not there. I called again in 2 more days. He's STILL not there and is on \" emergency family leave '' a week after he promised to help me. I spoke to someone in his place Mr. XXXX XXXX at XXXX PST on XX/XX/XXXX, XXXX 's manager ( when I was told XXXX was the supervisor and XXXX was as high as they could go ). And XXXX said he will work with this and get back to me within 24 hours. Again yelling at me and talking over to me to just give him 24 hours. OK, fine. He promised to call me back.\n\nThe following day it had been about 29 hours, I called the RLA to speak to Mr. XXXX. Which was today. Mr. XXXX said \" so sorry I didn't call you back '' ( which was the typical excuse of the RLA ). Mr. XXXX stated to give him more time to another supervisor. I said no because he promised within 24 hours and I HAVE BEEN DEALING WITH THIS FOR A MONTH NOW. Mr. XXXX said he'd call me within an hour or two.\n\nAn hour or two passes by and guess what. He didn't call back. I called them after two hours and Mr. XXXX who said he'd be taking over the case, DIDN'T! He said \" you know what XXXX is actually back today so you can talk to him. '' SERIOUSLY! I KEEP GETTING TOSSED AROUND. XXXX just told me \" sorry your request unfortunately was not approved with the CBR despite all the documents you put in. I will have a talk with XXXX  about promising your reinstatement. '' Everyone 's trying to backpeddle on what they said and promised. \n\nI was lied to and tossed around for over a month with the RLA and American Express. Are we not the valued cardmembers you so claim to love? This kind of treatment, to a Centurion Black member, a platinum member or even a XXXX Blue Bird cash member is unacceptable. If you're going to promise a cardmember certain things to resolve severe issues, and then just create more of a XXXX for him or her, well you should honor exactly what you said. \n\nMs. XXXX and XXXX the supervisors said there was someone in the platinum department who would be able to reinstate my card and that there was a way to go over the RLA. They said they would have that team member contact me, but I never received a call. XXXX said it wasn't ok if platinum supervisors said they'd call me back -- well they didn't! And this happened on numerous occasions. They did say that the Executive Office does have the power to fix and remedy ALL situations.\n\nIn total, over the last month, I've invested over 120+ hours dealing with American Express on the phone and requesting documents from across the nation to get my card reinstated. This behavior is unacceptable and is not right to do to anyone. I had no card during the holidays and spent my holidays fighting with your backend team who got nothing resolved nor done, they apparently didn't understand a majority of the requests coming from me or the Platinum Department either. \n\nI caved into everyone 's requests today and applied for a new Platinum card via the phone. I got rejected because 1. ) my credit is frozen and 2. ) It won't give me a card because your system thinks that I STILL HAVE THE CARD and \" Can't issue new cards to cardmembers that still have this card, as your application was approved within the last few months. '' It showed as \" application cancelled. '' Seriously? Another 3 hours of my day GONE. At least your customer service agents are getting paid for theres! If my father or my grandfather had to endure this, it would have been a lot worse. I am much nicer than the two of them and i'm sure you've experienced the wrath of both of them.\n\nThis is a violation of SCRA benefits for XXXX XXXX military members aside from various federal regulations. \n\nThis is my last attempt to deal with the Executive Office and American Express. I apologize for the tone of the email, but I tried being as respectful as possible over the years and over the last MONTH dealing with your company. I truly loved being an American Express cardmember, however, the treatment I've endured thus far is insane. I got an address to send legal documents to : Executive Offices American Express XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX I would like to resolve this situation amicably, however, if I do not hear from anyone in time, I will be filing. \n\nThank you. \n\nOn another note : Also, briefly, I would like to mention a major issue with your Centurion Lounge in XXXX airport  in XXXX. If you read the XXXX Reviews and XXXX review you will see that there are very rude people that are working the front desk and causing a lot of commotion for frequent travelers. On my last interaction with the supervisor, XXXX, there was a lot of screaming and yelling because this was about the 12th time that I had bit my tongue not saying anything due to his inappropriateness and rudeness in dealing with me and other card members trying to check in. I love the other woman who works there, XXXX, who apologized that she would've let me into the lounge, however, XXXX was putting his foot down attempting to discriminate against either me or my clothing -- and he is her supervisor. I believe I already lodged a formal complaint with the platinum department, but before I complained I checked XXXX  and XXXX Reviews to see if there was any other additional information in regards to this lounge and maybe if it was just me. You have nearly 100 reviews and a one star on both platforms. I would implore you to quickly handle the situation as you know that XXXX is one of the fastest growing hubs in the world and it attracts very wealthy people now. Very wealthy people = more platinum members and Centurion black card holders visiting the lounge. He is not representing your lounge appropriately.","date_sent_to_company":"2019-01-19T05:09:52.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"98277","tags":"Servicemember","has_narrative":true,"complaint_id":"3128817","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-01-19T05:05:36.000Z","state":"WA","company_public_response":null,"sub_issue":"Problem getting a working replacement card"},"highlight":{"complaint_what_happened":["XXXX is the one who promised to have everything <em>reinstated</em> within 72 hours. \n\nThis got way too complicated with way too many people involved. On XX/XX/XXXX I left back to the military on orders. I did have intermittent <em>phone</em> access though in the meantime. I spoke to XXXX again on XX/XX/XXXX at XXXX PST. XXXX told me that after trying to get my card <em>reinstated</em>, they could not as the back <em>office</em> refused to do so and was not giving a proper reason for closing the account."]},"sort":[13.445069,"3128817"]},{"_index":"complaint-public-v1","_id":"9766776","_score":13.012749,"_source":{"product":"Debt collection","complaint_what_happened":"I was a victim of someone hacking my phone. This person ( \" XXXX XXXX '' from XXXX XXXX ) who I thought was helping me with my XXXX acct that my abusive ex infiltrated, got into my phone thru an app called \" XXXX XXXX '' and went into several phone apps including my Target Store app. \" XXXX '' made over XXXX in Target gift card purchases usig my Target credit card app using the info that was on file. \" XXXX '' also helped himself to my paypal, XXXX, XXXX and XXXX XXXX accts. I did file a police rept. with my local town ( XXXX XXXX, NY ). All of the companies ( except Target ) who were hacked re-instated the money that was taken. I have sent Target several lengthy notes along with all of the paperwork showing my other re-imbursements, my police rept as well as the responses from the Attny General 's Office ( who I contacted in XX/XX/XXXX ). When I tried calling Target several times between XXXX and XXXX, my case worker \" XXXX '' did not return most of my phone calls. I then asked for a new case worker and was denied. A person named \" XXXX '' called me @ XX/XX/XXXX and told me I needed to pay on my acct or I would be turned over to collection. I explained my frustration to \" XXXX '' only to find out he was actually my case worker called \" XXXX '' and then told me that he didn't return my calls because Target wasn't forwarding any messages or calls to their employees from the consumers??? \" XXXX '' did tell me that he realized I was a victim of a scam but Target is still making me pay for the gift card purchases because they are believing I working along side the scammers. There was {$6300.00} worth of gift cards purchased by \" XXXX XXXX '' on XX/XX/XXXX & XX/XX/XXXX. I was unaware of these purchases because I was sick in bed and not ckg my email for several days. When I was trying to speak to Target in mid XX/XX/XXXX ' to explain my dillemma, I spoke with several personnel in the Target fraud dept. Several of these employees told me that Target should have contacted me when thes exorbitant charges were being placed on my credit card acct. ( my regular Target purchases were almost always under {$100.00} ). My credit card limit was {$3000.00}, so I have a hard time understanding why {$6300.00} worth of purchases were allowed to be placed on my Target acct without notifyng me or putting a hold on more purchases? So Target has made me liable for {$3100.00} however, they re-imbursed my acct for the remaining {$3100.00} that went over my credit limit. Target boasts on social media about this \" state of the art '' scamming and fraud protection system they have which protects their consumers, however, this system must have been down the day that I was hacked!?! Target has lied and given me the \" run around '' when it came to helping me out with this fraud issue. Once they made their mind up that I was guilty of working with scammers ( which by the way, was BEFORE they received my written explanation and any proof I had ), there was no turning back or reconsideration involving my case. I have written several letters to Target and made multiple phone calls to my case worker \" XXXX '' that went unanswered. When I requested a new case worker, I was told that this was not a possibility. I was told by several Target employees in their fraud dept to fight this scamming issue because it is was unjust and unfair for their company to allow these purchases to have taken place and billed my acct. I have my back against the wall trying to fight this riight now. I have been told so many lies and discrepancies from Target that it's hard to know what is truth or falicy. I was told that letters were sent to me from the fraud dept, and when I never received them, I requested another copy to be mailed out. Ironically, I never received any information. I am living alone and depend on my monthly social security paymts to help with my apartment rent and immediate needs. I am getting help with heating assistance ( HEAP ), food stamps and my medical bills. I don't have {$3900.00} to pay for a so called scamming situation that I was not involved in. My credit score went from the low XXXX 's to @ XXXX at the present time because of this Target credit card fraud situation. I have notified all 3 credit agencies and XXXX XXXX to tell them that I was a victim of a scam so they are aware of this and can make a notation in my file. This is damaging my credit if I need to purchase a car to replace the XXXX XXXX XXXX XXXX I am driving right now! \n\nI sent several documents attached to this online submittal, but I still have more that I could send which could possibly help my case ~ please feel free to ask.","date_sent_to_company":"2024-08-13T07:57:53.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"14127","tags":"Older American","has_narrative":true,"complaint_id":"9766776","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2024-08-13T06:25:28.000Z","state":"NY","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["I was a victim of someone hacking my <em>phone</em>. This person ( \" XXXX XXXX '' from XXXX XXXX ) who I thought was helping me with my XXXX acct that my abusive ex infiltrated, got into my <em>phone</em> thru an app called \" XXXX XXXX '' and went into several <em>phone</em> apps including my Target Store app. \" XXXX '' made <em>over</em> XXXX in Target gift card purchases usig my Target credit card app using the info that was on file. \" XXXX '' also <em>helped</em> himself to my paypal, XXXX, XXXX and XXXX XXXX accts."]},"sort":[13.012749,"9766776"]},{"_index":"complaint-public-v1","_id":"3383776","_score":12.299825,"_source":{"product":"Student loan","complaint_what_happened":"I have copied and pasted this information from my email conversation that MOHELA already has in their database : Account number is XXXX Thank you, XXXX. \n\n\nXXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing docume [ EXTERNAL ] : XXXX The credit card portion I. Will get back to you within the week because I switch banks during that period ... \n\nThank you Sent from XXXX XXXX on XXXX On Tue, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : In addition, were you able to obtain any credit card/ bank statements showing your payments made to XXXX? I am working on getting these payments reimbursed to you, however, management is requesting statements directly from the credit card company. The payments from the ledger you provided are listed here : Registration Fee {$25.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Thank you. \n\n\n\n\n\nBest Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents Thank you for sending these, XXXX. \n\n\n\nAs for your GI Bill, our agency will send a reimbursement check for the amount that was used for your tuition at XXXX. From the ledger you provided, the amount came out to around {$14000.00}. We have no control over any reinstatement of your GI benefit. The best place to find out is to ask the VA representative if they will reinstate the benefit if the previous benefit was reimbursed. \n\n\n\n\n\n\n\n\n\n\n\nXXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Fw : XXXX university student/URGENT MESSAGE missing documents Inline image Hello and good morning. \n\n\n\nI have done my homework with the student loan department, and uploaded the following documents including the written and signed off letter \" request in writing a payoff amount for XX/XX/XXXX '' into their web site. \n\n\n\nI also included a screen shot of the confirmation. \n\n\n\nI also included your point of contact and some emails regarding the payment plan of this loan. \n\nTo my dismay, the student loan web site block any email contact to reach them, and only allow them selves to be reached by phone, or fax. \n\n\n\nLook forward to your email reply to move on with the payment process. \n\n\n\nFurther more, will I expect the G.I. Bill reinstatement? \n\n\n\nV/R, XXXX XXXX XXXX XXXX -- -- - Forwarded Message -- -- - From : XXXX, XXXX @ XXXX XXXX To : XXXX XXXX Sent : Monday, XX/XX/XXXX, XXXX XXXX PDT Subject : RE : XXXX university student/URGENT MESSAGE missing documents Thank you, XXXX. \n\n\n\n\n\nXXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Thank you ... will have this amount in the letter by this week Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Thank you for contacting them. All that I need is the total amount that will be due so that the check we send would be sufficient enough to close the account. If there are any other outstanding loan servicers that you obtained loans from, I would need the same documents from them as well. \n\n\n\n\n\nXXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Hello. \n\nThank you for the follow up ... \n\n\n\nI called the student loan department mohela. \n\n\n\nThey can send me a letter or can be downloaded from their web site. However the loan will be in default by that time per their statement. \n\n\n\nFor clarification on the letter, is there any other information I should include in the document. \n\n\n\nV/R, XXXX XXXX XXXX XXXX Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, I am currently calculating your loan amount to be paid off. Will you please contact Mohela and request in writing a payoff amount for XX/XX/XXXX. We want to confirm that the amount of the check will cover all principal and interest by the time it is sent to them. Once you receive the statement, please forward it to me. Thank you! \n\n\n\n\n\nBest Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing docume [ EXTERNAL ] : XXXX The amount is correct. \n\nI have not been able to meet their demands. \n\nAll per verbal statements on the phone they explain that making partial payments would still reflect negatively on my record and to my credit. \n\nVery unwilling to lower the price despite the financial hardship. \n\nSent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, I am currently calculating and sorting all the payments that were made from your loans, grants, and VA benefits. According to the student statement you provided, here is the breakdown : CC - {$1500.00} VA Benefit - {$14000.00} Loans - {$30000.00} Pell Grant - {$5700.00} Please confirm these amounts as well. We also request the you provide any receipts of payment towards the loans or the institution as well as provide back up documentation such as bank/ credit card statements verifying these payments. \n\n\n\n\n\n\n\nWe always encourage all students to keep up with their loan payments if they are able. Restoring your credit may take a long time. \n\n\n\n\n\nThank you. \n\n\n\nBest Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Hello and Good day ; Just following up on case number XXXX ... \n\n\n\nThe student loan department has been going through their process of payment not fully received and hurting my credit score which will reflect on my security clearance for the job I hold in the XXXX XXXX ... and become undeployable thus be discharged or discipline for the incident ... \n\n\n\nI'm seeking to resolve this before end of this year. \n\n\n\nPlease reply back to update status. \n\n\n\nThank you and V/R, XXXX XXXX XXXX Sent from XXXX XXXX on XXXX On Thu, XX/XX/XXXX at XXXX XXXX, XXXX XXXX XXXX wrote XXXX Hello and good day. \n\nI spoke to Mrs XXXX XXXX just to follow up with status of the case number XXXX. \n\nI have included a screen shot of my mohela student loan amount and other details so to include it in the document files. \n\n\n\nI look forward to your reply. \n\ncid : XXXX Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, Management has requested for me to provide with an update on your claim. At the moment, the military leave documents you provided are in the verification process. We aim to have this process completed by the end of this week. I will reach out to you with an update at that time. Thank you again for your patience. \n\n\n\n\n\nBest Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX @ XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX , XXXX @ XXXX XXXX Subject : RE : XXXX university student ... missing documents XXXX, Our management team is currently seeking a method to approve your claim. Please allow us time to do so. \n\n\n\nAs of now, your last date of attendance was XX/XX/XXXX the school closed XX/XX/XXXX you were not in attendance at the time of school closure which makes you ineligible for STRF reimbursement. Our office is aware you were on military leave therefore ; we attempting to find a way to approve your claim. \n\n\n\nSTRF regulations state the student must be an active student at the time of school closure or enroll within 120 days of school closure to receive STRF reimbursement. \n\n\n\nOnce again, we are reviewing your claim please allow us additional time to seek an approval method. \n\n\n\n\n\n\n\n\n\nXXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : 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 Subject : Fw : XXXX university student ... missing documents [ EXTERNAL ] : XXXX Hello ... \n\nI have not received a reply from you about the claim number = XXXX ... I have submitted documents to update the process ... \n\n\n\nI'm very skeptical it takes 1-2 years to review documentation ... \n\n\n\nAs explained before ... \n\nStudent loans still want their money from ripped off students as you are well aware of these events ... \n\n\n\nPlease reply back of this approval process ... and dont let students like myself hanging -- -- - Forwarded Message -- -- - From : XXXX, XXXX @ XXXX XXXX To : XXXX XXXX XXXX XXXX : Tuesday, XX/XX/XXXX, XXXX XXXX PDT Subject : RE : XXXX university student ... missing documents Will you please send me the information. \n\n\n\n\n\nXXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX XXXX XXXX Subject : Re :  XXXX university student ... missing documents [ EXTERNAL ] : XXXX Its included in the email sent to mrs XXXX, mr XXXX XXXX, and mrs XXXX ... \n\n\n\nOn Tuesday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : XXXX XXXX Your last email stated your last date of attendance was XX/XX/XXXX due to military leave. Can you provide proof of military leave? \n\n\n\n\n\nXXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief  Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX   To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX Subject : Re : XXXX university student ... missing documents [ EXTERNAL ] : XXXX XXXX mrs XXXX XXXX XXXX \n\n\n\nFollowing up on the STFR application status for approval. \n\n\n\n\n\nXXXX XXXX Case number : XXXX XXXX On Wednesday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : XXXX , I received a voice message from you in regards to your STRF claim. Your claim is in the review process. Our office will contact you if further information is needed. \n\n\n\n\n\nXXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Re : XXXX university student ... missing documents Good afternoon , This is XXXX XXXX. \n\ncase number=XXXX Recalling the conversation during this morning around XXXX ... ish. \n\n\n\n1. ) I have attached the missing documents that will assist in the application process for your department.\n\nI included 11 documents total which explains the time sequence I attended school and events that took place. \n\n\n\n2. ) The first four are named \" image 1-4 ''. This time frame covers the school attendance for last quarter of XXXX. \n\nIt's an email print out conversation I had with the school counselors that used to work there regarding the last course I needed to graduate. I dropped the course because of paternity leave ( new born on XX/XX/XXXX XXXX during military duty, and it explains that I would be on \" SAP '' student academic probation program for dropping the course \" W '' or failing grade \" F ''.\n\n3. ) The 5th document \" Reinstatement '' application for the \" SAP '' was completed, but not attached on this email ( still looking for it ), but this is what it looked like empty. \n\n\n\n4. ) On the \" Loan discharge document '' the transcripts are included starting on page ( XXXX ). \n\n\n\n5. ) the last 5 pages are all military leave orders for XXXX highlighted in yellow on the second page of each attachment : 1st set I was gone on XXXX XXXX set I in processed back on XXXX XXXX set returned to duty on XXXX 4th set I left the states and came back XXXX 5th set I reinstated on XXXX. \n\n\n\nHence, please note that during my military leave I was never informed that the school was shutting down. It was only until I saw the news a week before at home on my daily morning routine that I found out about the school closure. \n\n\n\nI look forward to your reply, and thank you too much for reaching out to me this morning. \n\n\n\nV/R & SINCERELY, XXXX XXXX XXXX XXXX XXXX On Friday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : Hi XXXX, I hope you received the voicemail I left for you. \n\n\n\nI do have a few follow-up questions regarding your below email. When you reached out to the U.S. Department of Education ( USDOE ), did you specifically request a loan discharge due to the schools impending closure? With a discharge, your loan is cancelled so Im confused as to why they referenced affordable payments. If you arent eligible to have your loans discharged, we will need written confirmation from the USDOE to process your STRF application if you request to be reimbursed for your federal student loans taken out for XXXX. \n\n\n\nAlso, depending on your overall eligibility for the Student Tuition Recovery Fund ( STRF ), we may be able to help you receive educational credits ( to help fund your education at another school ) for your GI Bill benefits if you used them while at XXXX. Please have the Department of Veterans Affairs send you a letter, confirming whether you are eligible to have your GI Bill benefits reinstated/reset.\n\nAgain, if you indeed arent eligible to have your G.I. Bill benefits reset or your federal loans discharged, we will need that proof in writing if you apply for STRF reimbursement. \n\n\n\nFeel free to give me a call if you have any further questions or would like my staff to conference call with the USDOE or Department of Veterans Affairs. Unfortunately, we can not reach out to either department on your behalf without formal, written authorization. \n\n\n\nThank you. \n\n\n\n_______________________________________________________________________________ XXXX XXXX XXXX Manager Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : XXXX university student Hello, I'm XXXX XXXX XXXX student at XXXX university in XXXX XXXX, ca XXXX . \n\nMy student ID was XXXX. \n\nC:XXXX I was in your meeting this Monday XX/XX/XXXX at noon regarding school closing. \n\nI was the only Male with XXXX kids with me in the room. \n\n\n\nI spoke by phone with my federal student lender mohela to apply for student loan discharge. \n\nThey said I would not qualify for it because of payments I could not afford. \n\n\n\nFurthermore, the loss of credits when transferring will be the same or worse investment because less than 60 % will be accented ; thus sinking me more in debt. \n\n\n\nIn addition, I was on military duty every time I tried to return to finish my last class as an XXXX XXXX XXXX. ( Prior XXXX ) I need your help to get this approved. \n\nTheir phone number is XXXX. \n\nAccount number = XXXX. \n\n\n\nHence, my VA GIBIL was depleted in that school. \n\n\n\nI can attach any documents in the next email for your review. \n\n\n\n\n\n\n\n\n\nSent from XXXX XXXX on XXXX Show less","date_sent_to_company":"2019-09-23T23:17:32.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"92139","tags":"Servicemember","has_narrative":true,"complaint_id":"3383776","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2019-09-23T22:49:32.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Keep getting calls about your loan"},"highlight":{"complaint_what_happened":["We have no control <em>over</em> any <em>reinstatement</em> of your GI benefit. The best place to find out is to ask the VA representative if they will <em>reinstate</em> the benefit if the previous benefit was reimbursed."]},"sort":[12.299825,"3383776"]},{"_index":"complaint-public-v1","_id":"2714353","_score":12.081854,"_source":{"product":"Mortgage","complaint_what_happened":"This was sent via email to XXXX XXXX on XXXX/XXXX/XXXX, this followed numerous emails to their office to XXXX XXXX. During this time I was told that they were experiencing a changes within the company and a system shut down had caused a modification that was applied for in XXXX to linger to still not be decided upon in XXXX, and that is why I may not have received any responses back. I was not given the opportunity and time needed to make informative decisions regarding my home. \" Hello XXXX XXXX, XXXX loan number is xxxxx and I am hoping to reach someone about my options after forbearance. Initially, I was not explained that my home would immediately go into foreclosure if I was not able to bring the loan current before the end of the month. I received a phone call from one of your representatives on XXXX XXXX stating that foreclosure or approval of a modification were my only options. According to the plan contract, I was supposed to be contacted 60 days prior to plan ending and also sent a XXXX XXXX XXXX. I did not receive a phone call or the packet. I also requested a modification packet on XXXX XXXX and have not received that either. I am wanting to do all that I can to save my home. Please cooperate with me so that I am able to benefit from any of the options available to struggling homeowners. The cooperation from State Home Mortgage has been a standing problem for a many years that I have resided in my home. Just last year I was forced to file a complaint due to the neglect of XXXX XXXX refusing to respond appropriately to the submission of my modification request application forcing me then into this XXXX XXXX Offer. This offer, if I had understood the terms more clearly, would not have been an offer I would of settled upon. According to the woman that offered it, I would not have to worry about payments until the 6 months was over. She neglected to explain that I would not pick up payments regular payments after the plan ended. Yes, I do now understand the delinquency warning suggested that it would report to credit but it was not explained that the 6 months of payments were still due during the Forbearance time period. I am requesting a knowledgeable representative contact me at xxxxx and be ready to discuss all of my options to save my home from foreclosure. I desire assistance with modification once the modification paperwork is sent to me at my address. I would also would like to know what the meaning of reinstatement, repayment, and other alternatives to foreclosure mean and consist of with your company XXXX State Home Mortgage XXXX. Thank you, On XXXX XXXX I discussed the modification trail with XXXX XXXX. She notified me that there was a lien on my property and that will hinder me from getting an approval on my modification. I did speak to her about options of bankruptcy to clear the credit card charges off my credit and would that affect my modification. But I did not suggest that I would bankrupt my home for any reason. She has always been very aware that I would like to save my home of 10 years. I then asked XXXX to send me over the liens that she had so that I may confirm the liens at the XXXX XXXX courthouse. The same day I went down to the XXXX XXXX XXXX office and they notified me that there were not any liens on my property in their system. That there may be liens on my name or social security number due to credit or medical bills but not on my property. Due to me being self employed, he informed me that companies could not garnish my wages or place a lien on my property especially without me being personally notified of that. Never received any calls about missed payments or lien info until XXXX XXXX from XXXX XXXX. After leaving the clerks office I emailed and called XXXX XXXX back informing her of these findings and asking what was the next steps for the modification at this point. I have email on XXXX XXXX that proves that. XXXX has also informed me in reference to the other times in which they have tried to help me, that their notices to me have returned to them undeliverable. This was indeed the case for reference XXXX XXXX XXXX plan. XXXX advised it has return undeliverable so she will a new plan that would start XXXX XXXX. There were many times I had not received their notices. Just as Ive recorded my last conversation with them, that they had not sent me a trail plan default as they had suggested was given to me. XXXX then went back in his office and printed off the XXXX XXXX letter that I was supposed to get and said it should have been sent. I received this noticed on XXXX/XXXX/XXXX after receiving the notice that I breeched the forbearance agreement therefore receiving my XXXX and XXXX payments back from State home. The modification terms that State Home has breech reads as followed : If you successfully complete the Trail Period Plan by making the required payments, you will receive a modification with an interest rate of 3.50 % which will be fixed for 40 years from the date the modification is effective. * If we determine that the unpaid balance of your mortgage is more than 115 % of the value of your home, you will be eligible to have up to 30 % of your principal balance deferred First payment effective XXXX XXXX for XXXX, XXXX XXXX, and XXXX XXXX. All payments were completed as agreed upon and there was still no agreement or approval of modification after this time. The conversation about Liens happened 3 months later ( still making trail payments at this time ) when I was supposed to be completed with trail period according to the agreement. Furthermore, there has been no contact or written notice of explanation given to me beyond our last email on XXXX XXXX. I was not sent an official denial notice, state home continued to accept my trail payments, and they also sent me a payment coupon book to resume regular payments of XXXX as of XXXX XXXX, XXXX. This lead me to believe that they had cancelled the modification and now I was to make regular payments. Everything has resulted in domino effect due to their negligence to handle these agreements in a timely manner. They have done nothing to help me as a home owner. The past modification that was suggested that I did not qualify for was based upon their negligence to account for paperwork that had been sent to them from the HUD counseling center. We have had nothing but problems with getting paperwork and cooperation from state home. It is so bad that a representative over heard my complaint while in the office speaking to XXXX and pulled me to the side to suggest to me how to get around him to save my home. The employee left the company but she is the reason why the first modification was approved and I was able to apply for the HARP. No one that helped me offered any of what this said employee offered me off the record. It is sad that they do not offer what is indeed in place to help homeowners afford their homes in such a trying economy. If I need to provide any emails or recording, I can provide that. I also have my contract that they also received that specifically states that it ended XXXX XXXX. I would of never told them that I didnt have a job. I have been self-employed for that last 4 years. I paid all my trail payments on time up until XXXX. I am not unemployed, I am self employed. \n\nMortgage Statements Present receipt of payments for the following months in question : XXXX. XXXX payment : XXXX/XXXX/XXXX XXXX. XXXX payment : XXXX/XXXX/XXXX XXXX. XXXX payment : XXXX/XXXX/XXXX XXXX. XXXX payment : XXXX/XXXX/XXXX XXXX. XXXX payment : XXXX/XXXX/XXXX XXXX. XXXX payment : XXXX/XXXX/XXXX XXXX. XXXX payment : XXXX/XXXX/XXXX","date_sent_to_company":"2017-10-27T14:51:38.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30291","tags":null,"has_narrative":true,"complaint_id":"2714353","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"State Home Mortgage","date_received":"2017-10-27T14:34:57.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I then asked XXXX to send me <em>over</em> the liens that she had so that I may confirm the liens at the XXXX XXXX courthouse. The same day I went down to the XXXX XXXX XXXX <em>office</em> and they notified me that there were not any liens on my property in their system. That there may be liens on my name or social <em>security</em> number due to credit or medical bills but not on my property."]},"sort":[12.081854,"2714353"]},{"_index":"complaint-public-v1","_id":"4184131","_score":11.706138,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2021 I applied for online and was approved for a CitiBank American Airlines AAdvantage credit card. After being notified of this online, it took approximately 11 days to receive my card in the mail and to be able to start using this credit line. That was on XX/XX/2021. I activated my card on the official CitiBank app for XXXX and I noticed that my phone number was listed as XXXX instead of correctly as XXXX. I corrected it in the app and was notified there that the changes had been accepted. I then began to shop with the card. After a few purchases at local stores, my card was suddenly declined when I attempted to make a purchase. \n\nOn XX/XX/2021 at XXXX hours, I called the phone number listed on the card ( XXXX ), I entered my card number, I answered the security question I was greeted with, and I was transferred to a representative who told me they had to verify my identity. They asked for my phone number and I told them XXXX. They said that they could not verify my identity with that number. When I asked why they could not provide any explanation. They asked me for another phone number such as a family member 's phone number. I gave them my wife 's phone number, XXXX. They told me that my identity could not be verified with this number either and asked if I had any other random phone number. I told them no and that this did not make sense to verify my identity. I asked if I could verify my identity in any other way and they told me no. I asked for a supervisor and after resistance by the representative, I eventually was transferred. \n\nThe manager went through the same exact verification process and denied me in the same exact way. I asked if there was any other way to verify my identity and they told me no. They told me that they would have to verify me in person by sending me an access letter in the mail. I asked if they could expedite this letter and they told me no and that it could take up to several weeks to arrive. I asked if there was any other way to be able to make purchases with my card in the meantime and they told me no. \n\nAround approximately XXXX hours that evening, I tired to login to my account in the app and was not able to login. After entering my login credentials, I greeted with a message to immediately call XXXX. I called the number,, entered my last four digits of my card number, gave my personal question answer, and again the representative could not verify me by using my phone number and had no other way to verify my identity. \n\nA few days later, I visited a Citibank branch location at XXXX XXXX XXXX XXXX, XXXX, CA XXXX. I spoke with a banker there who told me there was nothing they could do regarding Citibank 's credit cards and that their in-person services without a Citibank checking or saving account were limited to paying my credit card balance only. \n\nOn approximately XX/XX/2021, I was contacted by a Citibank representative by phone ( XXXX ) and they explained to me that my account had now been unlocked and that, should I have issues verifying my identity in the future, I could use the reference number XXXX to gain access to my account or use the verification letter that had been sent to me by mail. \n\nI received a response to my original complaints with the XXXX, CFPB, and the California Attorney General 's office with an email from the Citibank Executive Response Unit. This letter explained that they had restored my access to my account. It also explained that they already provide an additional 2 weeks for their members to fulfill their sign-up bonus offer spending requirements on this card to offset the time the card would take to arrive by mail. They declined to give me any credited extension period to fulfill my sign-up bonus spending requirements. \n\nI never ended up receiving any letter from Citibank by mail. \n\nOn XX/XX/2021 at approximately XXXX hours, I repeatedly attempted and was declined purchases on XXXX. I called in to the card support number ( XXXX ) and I was able to verify account access with a text message code sent to my phone. The representative was then able to approve my purchase when I reattempted it while on the phone with them. I also informed that representative that I intended to make a large purchase for over {$1600.00} to a Tennessee XXXX facility within the next day or two. The representative stated that they would put a note on my account for a large purchase intention and that it would be good for 3 days. They also guided me in the online portal for my Citibank account to where I could put in such requests myself in the future. \n\nOn XX/XX/2021 at approximately XXXX hours, I received a call from the Tennessee XXXX facility and attempted to pay my bill with this Citibank card. The purchase was declined. \n\nOn XX/XX/2021 at approximately XXXX hours, I called the Citibank customer support number for my card ( XXXX ) and spoke to a representative. I could not understand her broken XXXX well and the connection was bad but, from what I could make out, she could not verify my account using my phone number or by any other method over the phone with her. I hung up and called the same number back. This second representative echoed the same advisory. I informed him of the reference number ( XXXX ) I had been issued should I have trouble gaining access to my account. He told me that he had no record of any such reference number. I advised him of the email response I had gotten from the Citibank Executive Response Team and the various reference numbers listed there and he advised me that this could not help me to verify my identity to gain access to my account. He said that he would have to send a letter to me by mail and that it would take 5 7 business days to arrive. \n\nOn XX/XX/2021 at approximately XXXX hours, I called back and requested an XXXX representative since the ones I had spoken to the previous day who had given me account access had an American accent. The representative I was transferred to told me that since a mail verification had been requested, there was nothing he could do for me at that time. I informed him of the various reference numbers and the email from the Citibank executive team and he informed me that this could not change anything and that there was nothing he could do for me.\n\nDue to the fact that it has now been approximately one month since my first mail verification request letter was supposedly sent out, I am extremely skeptical that I will ever get said letter. \n\nOn XX/XX/2021 at XXXX hours, I called back the number of the Citibank representative who called me to inform me that access to my account had been reinstated ( XXXX ). Nobody answered and there was no voicemail so I reattempted 8 more times in a row. Still nobody picked up. \n\nOn XX/XX/2021 at XXXX hours, I called the Citibank Executive Response Team number listed on the email that I had received from them ( XXXX ). Nobody answered after I was placed on hold and I was transferred to a voicemail informing me that I was calling during their actual business hours but the voicemail told me to call back during their normal business hours. I left a message stating my intent to file a complaints with the FDIC, XXXX, CFPB, and California Attorney General 's Office should I not hear back within an hour or two from them. At the time of this submission, I have still not heard back from them. \n\nWhen I log into my account online, there is no way to clear the fraud alert through the online portal and I am advised to call the number above. I am alerted that my account access is limited until this fraud alert has been cleared. \n\nThe sign up bonus offer for this card is that I have to make {$2500.00} in eligible purchases within the first 90 days of opening the account. My account has now had charges denied a total of 6 times in the period of 17 days. I have now twice been limited in my account access and banned from using my own card with no functional working way to be able to verify my identity over the phone or in person at a branch location. My card has now been denied and my account flagged for fraud for 1/3 of my purchase attempts made so far. To me this is a clear example of how Citibank is, by default, denying their consumers the ability to realistically fulfill their sign-up bonus stated in the card-member agreement. How am I supposed to practically fulfill my sign-up bonus agreement spending terms when 1 out of three of my transactions are being incorrectly flagged for fraudulent use and when I am then being denied access to or purchases on my account for weeks at a time? \n\nAt this time, I have made the initial complaints on to the XXXX XXXX XXXX, the Consumer Financial Protection Bureau, and the California Attorney General 's Office on XX/XX/2021. I made an updated complaint for this new related issue with the California Attorney General 's Office and the FDIC. I have not contacted an attorney. I have not sought court action or a law suit though I am now considering it.","date_sent_to_company":"2021-03-04T20:55:31.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"90026","tags":null,"has_narrative":true,"complaint_id":"4184131","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-03-04T20:49:52.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["On XX/XX/2021 at XXXX hours, I called the <em>phone</em> number listed on the card ( XXXX ), I entered my card number, I answered the <em>security</em> question I was greeted with, and I was transferred to a representative who told me they had to verify my identity. They asked for my <em>phone</em> number and I told them XXXX. They said that they could not verify my identity with that number. When I asked why they could not provide any explanation."]},"sort":[11.706138,"4184131"]},{"_index":"complaint-public-v1","_id":"5269225","_score":10.223495,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have 1 collection account on Equifax for a medical bill for an ambulance ride after a car accident in XXXX XXXX. It's for {$290.00}. Equifax is the only credit bureau who refuses to fix this error on my report. I've been on XXXX since birth. I've had medicaid and medicare my entire life. They pay % XXXX of my hospital bills and Dr bills and % XXXX of my perscriptions. I have had a {$0.00} copay my entire life. I've been in an ambulance more than once in my life, every other ambulance bill has been paid for in full by my insurance. I have submitted dispute after dispute to Equifax to fix this situation on my credit report with no success. XXXX does not show this account as a collection on my report. I have zero accounts in collections with XXXX. I also have zero accounts in collections XXXX. Equifax is the only credit bureau that refuses to remove this incorrect collection account off my report. Is the one thing that I believe has been holding me back from being able to access any sort of relief loans or any line of credit going all the way back for the past 7 years. I have had zero credit cards and zero loan offers for years and years in a row now and when I try to apply Time After Time again the fact that I have had no credit cards or loans on my credit history ends up being a negative and ends up being one of the reasons why I continuously and being denied every single application again and again. The only thing that is showing on any of my accounts is this one collection account and it is only on Equifax. Every other category on all three credit bureau credit reports has had a big fat zero listed for years and years in a row because I can't seem to qualify for anything even when I was making more money than I am now I never qualified for anything and I believe it's because of this incorrect collection account information for this one medical bill that only Equifax can't seem to figure out and fix. I have been in need of relief assistance due to income loss because of XXXX for the past 2 years. My XXXX assistance had been cut off due to the normal XXXX reinstatement process that happens every so many years. I had the Social Security office help with my reinstatement application over the phone by a phone call appointment in XXXX of XXXX and I have been under claim status since then. They are backlogged they told me because of XXXX and that is why I haven't received my payments for over half a year now! It would have been really really nice if Equifax would have gotten this error fixed a long long time ago so that I would be able to qualify for some sort of relief assistance. I live on my own and it has been very hard for me. I believe that Equifax has not done everything they can for me like they should be doing. I have submitted a dispute just about every 3 months straight for the past two plus years going back for how many years now in a row. And nothing ever has been taken care of. Sometimes I haven't even been able to access my dispute results even though it says completed and that I have a confirmation dispute number and everything when I click on dispute results for certain past disputes for this collection account the link doesn't even work and I have never been able to see the results for a few of the times I have disputed this same collection account! Every other time the result comes back that my dispute has been denied and they continue to list this medical bill under collections in my name. Even though I have made it known to them multiple times that they are the only credit bureau who lists this collection account on my credit report, and even though it's listed as a medical bill from XXXX and I have continuously put in my dispute that I had medical insurance coverage at this time and it should have been billed properly and that this billing error was not my fault, Equifax continues to list this collections in my name. A few years ago I even called Medicare and spoke with a woman who told me to put a statement on my credit report listing that I dispute this information as inaccurate and that it was a medical bill that needed to have a billing error fixed. She actually told me how to word it and everything so that it would most accurately describe my situation and so that it would be worded the most proper way on my report under my comments section for this specific collection account. She told me how to go about reporting it to try to take care of it but it never worked out for me and I have been trying to deal with it ever since. It is very very frustrating and it is not fair that it is on one credit report but not the others but yet it's still holds me back from being able to do anything. I can't even rebuild my credit which remains extremely low no matter what I do despite of the fact that I have zero listed under every other category on all three reports and zero listed under all categories under XXXX and XXXX. Equifax has been unfairly holding me back and refusing to fix this issue. They have been holding me back from being able to receive any XXXX relief assistance by negatively impacting credit card and loan applications so that I received denials on everything year after year after year. They also incorrectly list my current address as a former address and my former address as my current address and when I try to dispute this information to update my correct address it's not even one of the options under this type of dispute. But it says in their information on the Equifax site that incorrect addresses past or current can and should be disputed in order to be fixed. Well then why is it not an option for me to say that they have my current address listed as my former address and my former address incorrectly listed as my current address? The only options they actually do have don't fit my situation. They have the option to dispute it if it is an address that belongs to someone else, or if I never lived there in the first place, they have a few other options but nothing accurately describes the fact that they have my former and my current addresses switched around but that they both are addresses that have been in my name and are in my name currently! It is very very frustrating to get the run around over and over and over again and to get nowhere with something that is extremely obvious and extremely unfair. Equifax has unfairly been holding me back from accessing any sort of credit or loan assistance relief when I need it the most! I do not understand why they are the only credit bureau who refuses to correct the inaccurate information on my report. I just don't know what else to do. This is extremely overwhelming and exhausting. I need help trying to get my credit information updated and accurately reported. I want this fixed and I want it to be over and done with. It has taken up too much of my time and has been extremely exhausting. This inaccuracy has caused excess financial stress and has caused my mental health to suffer drastically because of additional unnecessary anxieties and added stressors which has increased my mental health chemical imbalances directly causing my physical health to suffer due to increased activity with muscle spasms and uncontrollable muscle movements causing an extreme amount of unnecessary increase in my pain and my nerve activity flaring up my XXXX and my other chemical imbalance issues. This has caused me to increase my XXXX XXXXisits to help cope as well as adding new doctors and twice weekly XXXX XXXX  appointments to help with the increase in my physical health and the level of pain that has been increased because of all of the financial stressors and roadblocks that have been caused because Equifax has refused to correct these inaccuracies which has resulted in preventing qualification for me to access every single loan assistance or credit card application that I've attempted to apply for to try to get some sort of financial relief because of XXXX XXXX and my current financial situation. I am extremely frustrated at this point and I am not sure what else to do. I need help figuring this out. I'm at my XXXX 's end with this and I've about lost all hope to ever getting my credit report with Equifax updated to include all accurate information on my behalf. This is extremely unfair of Equifax to continue to put me in this predicament. Especially when they're the only credit bureau that lists this incorrect information in the first place! Someone please help me since I can't seem to get anyone at Equifax to do anything about this for me on my own! I have a current dispute in progress for this incorrect collections account but I do not believe I am going to get any different result than I have every other single dispute I have submitted about this very same incorrect collections account. I just don't understand. I'm about fed up with Equifax and their unfair treatment of my credit information. Their refusal to accurately update my information goes against what they claim they do as a company for us as consumers. I don't understand how any of this is legal for them to keep this up for this many years in a row. They should be held accountable for this and made to correct my credit report. They should not be allowed to unfairly hold me back from accessing every single type of credit and loan that could be useful in offering me any sort of financial relief. It seems like instead of working for me they have been working against me this entire time. I'm extremely upset about this unfair treatment and I want something done about it!!! I need help figuring this out since I seem to have failed for the past how many years trying to figure out how to get this resolved on my own. I just don't know what to do. Nothing I have done seems to produce any sort of results leading to correcting and accurately updating my information on my credit report with Equifax. It is totally unfair that they are the only credit bureau that refuses to resolve this inaccuracy. It should be illegal for them to do this to me and hold me back from accessing and qualifying from everything just because they simply refuse to remove this incorrect negative information on my credit report! This has been extremely unfair to me and I'm exhausted and overwhelmed over the increase in financial stress this has caused me. I'm very angry about this unfair treatment I've been receiving from Equifax this entire time. This has been extremely stressful. I'm very upset about it. I want this resolved now! What can I do to make that happen? I want my credit report fixed to show all accurate and updated information for all of my personal info and every single one of my accounts. I want this taken care of! And I want this unfair treatment stopped.","date_sent_to_company":"2022-02-28T17:25:54.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"28025","tags":null,"has_narrative":true,"complaint_id":"5269225","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-02-28T15:30:31.000Z","state":"NC","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["My XXXX assistance had been cut off due to the normal XXXX <em>reinstatement</em> process that happens every so many years. I had the Social <em>Security</em> <em>office</em> <em>help</em> with my <em>reinstatement</em> application <em>over</em> the <em>phone</em> by a <em>phone</em> call appointment in XXXX of XXXX and I have been under claim status since then. They are backlogged they told me because of XXXX and that is why I haven't received my payments for <em>over</em> half a year now!"]},"sort":[10.223495,"5269225"]},{"_index":"complaint-public-v1","_id":"5269417","_score":10.219009,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have XXXX collection account on Equifax for a medical bill for an ambulance ride after a car accident in XXXX XXXX. It's for {$290.00}. Equifax is the only credit bureau who refuses to fix this error on my report. I've been on XXXX since birth. I've had XXXX  and XXXX my entire life. They pay % XXXX of my hospital bills and Dr bills and % 100 of my perscriptions. I have had a {$0.00} copay my entire life. I've been in an ambulance more than once in my life, every other ambulance bill has been paid for in full by my insurance. I have submitted dispute after dispute to Equifax to fix this situation on my credit report with no success. XXXX does not show this account as a collection on my report. I have zero accounts in collections with XXXX. I also have zero accounts in collections XXXX. Equifax is the only credit bureau that refuses to remove this incorrect collection account off my report. Is the one thing that I believe has been holding me back from being able to access any sort of relief loans or any line of credit going all the way back for the past 7 years. I have had zero credit cards and zero loan offers for years and years in a row now and when I try to apply Time After Time again the fact that I have had no credit cards or loans on my credit history ends up being a negative and ends up being one of the reasons why I continuously and being denied every single application again and again. The only thing that is showing on any of my accounts is this one collection account and it is only on Equifax. Every other category on all three credit bureau credit reports has had a big fat zero listed for years and years in a row because I can't seem to qualify for anything even when I was making more money than I am now I never qualified for anything and I believe it's because of this incorrect collection account information for this one medical bill that only Equifax can't seem to figure out and fix. I have been in need of relief assistance due to income loss because of covid-19 for the past 2 years. My XXXX assistance had been cut off due to the normal XXXX reinstatement process that happens every so many years. I had the Social Security office help with my reinstatement application over the phone by a phone call appointment in XXXX of XXXX and I have been under claim status since then. They are backlogged they told me because of covid-19 and that is why I haven't received my payments for over half a year now! It would have been really really nice if Equifax would have gotten this error fixed a long long time ago so that I would be able to qualify for some sort of relief assistance. I live on my own and it has been very hard for me. I believe that Equifax has not done everything they can for me like they should be doing. I have submitted a dispute just about every XXXX  months straight for the past two plus years going back for how many years now in a row. And nothing ever has been taken care of. Sometimes I haven't even been able to access my dispute results even though it says completed and that I have a confirmation dispute number and everything when I click on dispute results for certain past disputes for this collection account the link doesn't even work and I have never been able to see the results for a few of the times I have disputed this same collection account! Every other time the result comes back that my dispute has been denied and they continue to list this medical bill under collections in my name. Even though I have made it known to them multiple times that they are the only credit bureau who lists this collection account on my credit report, and even though it's listed as a medical bill from XXXX and I have continuously put in my dispute that I had medical insurance coverage at this time and it should have been billed properly and that this billing error was not my fault, Equifax continues to list this collections in my name. A few years ago I even called XXXX and spoke with a woman who told me to put a statement on my credit report listing that I dispute this information as inaccurate and that it was a medical bill that needed to have a billing error fixed. She actually told me how to word it and everything so that it would most accurately describe my situation and so that it would be worded the most proper way on my report under my comments section for this specific collection account. She told me how to go about reporting it to try to take care of it but it never worked out for me and I have been trying to deal with it ever since. It is very very frustrating and it is not fair that it is on one credit report but not the others but yet it's still holds me back from being able to do anything. I can't even rebuild my credit which remains extremely low no matter what I do despite of the fact that I have zero listed under every other category on all three reports and zero listed under all categories under XXXX and XXXX. Equifax has been unfairly holding me back and refusing to fix this issue. They have been holding me back from being able to receive any covid-19 relief assistance by negatively impacting credit card and loan applications so that I received denials on everything year after year after year. They also incorrectly list my current address as a former address and my former address as my current address and when I try to dispute this information to update my correct address it's not even one of the options under this type of dispute. But it says in their information on the Equifax site that incorrect addresses past or current can and should be disputed in order to be fixed. Well then why is it not an option for me to say that they have my current address listed as my former address and my former address incorrectly listed as my current address? The only options they actually do have don't fit my situation. They have the option to dispute it if it is an address that belongs to someone else, or if I never lived there in the first place, they have a few other options but nothing accurately describes the fact that they have my former and my current addresses switched around but that they both are addresses that have been in my name and are in my name currently! It is very very frustrating to get the run around over and over and over again and to get nowhere with something that is extremely obvious and extremely unfair. Equifax has unfairly been holding me back from accessing any sort of credit or loan assistance relief when I need it the most! I do not understand why they are the only credit bureau who refuses to correct the inaccurate information on my report. I just don't know what else to do. This is extremely overwhelming and exhausting. I need help trying to get my credit information updated and accurately reported. I want this fixed and I want it to be over and done with. It has taken up too much of my time and has been extremely exhausting. This inaccuracy has caused excess financial stress and has caused my mental health to suffer drastically because of additional unnecessary anxieties and added stressors which has increased my mental health chemical imbalances directly causing my physical health to suffer due to increased activity with muscle spasms and uncontrollable muscle movements causing an extreme amount of unnecessary increase in my pain and my nerve activity flaring up my XXXX and my other chemical imbalance issues. This has caused me to increase my XXXX  visits to help cope as well as adding new doctors and twice weekly physical therapy appointments to help with the increase in my physical health and the level of pain that has been increased because of all of the financial stressors and roadblocks that have been caused because Equifax has refused to correct these inaccuracies which has resulted in preventing qualification for me to access every single loan assistance or credit card application that I've attempted to apply for to try to get some sort of financial relief because of covid 19 and my current financial situation. I am extremely frustrated at this point and I am not sure what else to do. I need help figuring this out. I'm at my Witt 's end with this and I've about lost all hope to ever getting my credit report with Equifax updated to include all accurate information on my behalf. This is extremely unfair of Equifax to continue to put me in this predicament. Especially when they're the only credit bureau that lists this incorrect information in the first place! Someone please help me since I can't seem to get anyone at Equifax to do anything about this for me on my own! I have a current dispute in progress for this incorrect collections account but I do not believe I am going to get any different result than I have every other single dispute I have submitted about this very same incorrect collections account. I just don't understand. I'm about fed up with Equifax and their unfair treatment of my credit information. Their refusal to accurately update my information goes against what they claim they do as a company for us as consumers. I don't understand how any of this is legal for them to keep this up for this many years in a row. They should be held accountable for this and made to correct my credit report. They should not be allowed to unfairly hold me back from accessing every single type of credit and loan that could be useful in offering me any sort of financial relief. It seems like instead of working for me they have been working against me this entire time. I'm extremely upset about this unfair treatment and I want something done about it!!! I need help figuring this out since I seem to have failed for the past how many years trying to figure out how to get this resolved on my own. I just don't know what to do. Nothing I have done seems to produce any sort of results leading to correcting and accurately updating my information on my credit report with Equifax. It is totally unfair that they are the only credit bureau that refuses to resolve this inaccuracy. It should be illegal for them to do this to me and hold me back from accessing and qualifying from everything just because they simply refuse to remove this incorrect negative information on my credit report! This has been extremely unfair to me and I'm exhausted and overwhelmed over the increase in financial stress this has caused me. I'm very angry about this unfair treatment I've been receiving from Equifax this entire time. This has been extremely stressful. I'm very upset about it. I want this resolved now! What can I do to make that happen? I want my credit report fixed to show all accurate and updated information for all of my personal info and every single one of my accounts. I want this taken care of! And I want this unfair treatment stopped.","date_sent_to_company":"2022-02-28T17:26:21.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"28025","tags":null,"has_narrative":true,"complaint_id":"5269417","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-02-28T17:26:13.000Z","state":"NC","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["My XXXX assistance had been cut off due to the normal XXXX <em>reinstatement</em> process that happens every so many years. I had the Social <em>Security</em> <em>office</em> <em>help</em> with my <em>reinstatement</em> application <em>over</em> the <em>phone</em> by a <em>phone</em> call appointment in XXXX of XXXX and I have been under claim status since then. They are backlogged they told me because of covid-19 and that is why I haven't received my payments for <em>over</em> half a year now!"]},"sort":[10.219009,"5269417"]},{"_index":"complaint-public-v1","_id":"7273365","_score":10.088344,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I purchased a used XXXX XXXX XXXX vehicle from XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXX, LA XXXX ph # ( XXXX ) XXXX on XX/XX/XXXX. As I live over 2 hours from the dealership, I did not make it to the dealership until XXXX ( their normal closing time ), but I was still helped by salesman XXXX XXXX . I did not notice until later, but myself, XXXX and a lady, whom I realized later was just the person who handled the financing paperwork, were the only people left in the building besides my brother whom took the ride with me. My husband, whom was a combat veteran, passed away in XXXX of XXXX after 15 years of marriage, sufficed to say I had never purchased a vehicle on my own until this day. After test driving the vehicle, I waited for the salesman to return to let me know if I qualified for financing since I knew I had a low credit score, though I had already told him I was prepared to put down $ XXXX {$7000.00} if that would help me to be financed ( and to get the lowest monthly note possible ). He returned and told me I would need to put the full {$7000.00} down and I would need to purchase the extended warranty from the dealership. I asked him if it were possible to look at a few other vehicles that were a little less money and at that point he told me that both he and the lady were staying late to help me out and that my credit score would prevent me from purchasing almost any other vehicle on the lot and that if I left, the car I was interested would be sold. He furthered by telling me that he was not authorized to sell any XXXX on their lot without selling the extended warranty bc its just not something that they do. He then told me that he spoke to the manager and they had pushed the bumper to bumper warranty from XXXX to XXXX ( bc the vehicle had XXXX at the time of purchase ). I then walked towards the office to start to sign the papers with the only remaining person in the building, the finance lady. Before entering her office, I began to ask a few more questions. My first question was When will my first payment be due? I was concerned with the date of the first payment bc I knew I would not be able to cover a car note in XXXX because as a single mom, I am solely responsible for XXXX for my children and I also pay homeowners taxes every XXXX. He didnt know the answer off hand and I then said if I need to wait until XXXX or XXXX to purchase the vehicle, thats fine, I just dont want to get in over my head. He left me again and when he returned, he said you wont pay your first payment until XXXX, its a 90 day incentive, so somewhere around XXXX. When he told me that, I felt comfortable enough to sit to sign the papers for my first major purchase as an adult ( without my spouse ). As we began to go through the papers, she had a large stack to go through and she would give a synopsis of what the paper said then slide it to me to either sign or initial. When I received the first paper, I began to read it and she retorted XXXX XXXX, he and I have already been here two hours past our normal work hours. I can tell you what each paper says and you can look over them later if you like. I felt pressured to get out of the building, so I just went along with what she was doing and signed and initialed what she told me to. When we were done, I received the keys and left in my new ( used ) vehicle. \nI was happy with my vehicle until I received a bill from Global Lending during the first ten ( 10 ) days of XX/XX/XXXX. When I opened it and realized that they expected a payment during the month of XXXX, I immediately called the company. Once I got a representative on the phone, I began to tell him that I was told at the dealership that I wouldnt pay my first payment until XXXX and that I really wouldnt be able to begin paying consistently until XXXX and he told me that whatever the dealership told me doesnt really matter because they are my financing company and the first payment is due. I asked him if he could at least make a notation on my account so someone would know what I was told and when I could begin to pay. In XXXX, I began to pay my note of {$580.00}, however ; two ladies began calling my phone number incessantly to ask if I could settle the past due amount ( which continued to grow everyday since I first missed the XXXX payment ). I paid my note every month and continued to get borderline harassing calls from the company, both day and night, weekdays and weekends. On XX/XX/XXXX, I received a call from a lady I was not familiar with asking if I were ready to pay my note ; which I was, so I began to speak with her. She asked if I could pay more than my note to keep me out of repossession status. I asked her how much I needed to pay in order to do so and she replied {$700.00} would keep you out of repo status until your next payment is due. I responded in the affirmative, that I could pay {$700.00} and made the payment with her on the phone at that time. Two days later, the same lady that had begun to harass me about my past due balance called me yet again. I answered and she began by asking if I could make a payment. I told her that I had just made a {$700.00} payment two days prior and she responded by telling me that I had a balance of XXXX XXXX and some change and if I wasnt able to make a payment soon, I would be sent for repo. I then told her that the lady I spoke with two days prior told me that the {$700.00} payment would make sure I was not in repo status until my next payment was due on XX/XX/XXXX. She then snidely said XXXX XXXX, I am calling to let you know that if a payment is not made, your vehicle will be up for repo status. At this point, both my emotions and hers were pretty high. I was being abrupt but she was being rude and abrupt and, at times, downright mean. At some point, I said quite clearly, Can you just tell me how much money I need to pay and by what day to avoid my car being repossessed. After asking the question, there was just silence. I asked the same question again. Again, silence. Finally, I said, I am asking you a simple question and you wont answer me, in which she responded My vehicle is outside right now and its not about to get repod. I was more than stunned that my finance company had just spoken to me in that manner, so I just hung up the phone. I then got the onto the website and set up an autopay for my note plus extra ( {$700.00} total ) to come out the third Wednesday of every month because that is when I am paid our survivors benefits from Social Security. On XX/XX/XXXX, I called Global Lendings XXXX number because I had missed 38 called in a matter of a week. ( My mother was in ICU and no phones are allowed on the entire floor. ) When I did so, the robo prompter stated that my next payment was due on XXXX XXXX. On XX/XX/XXXX, yesterday, I was paid early, so I decided to pay my car note first, which obviously didnt matter bc around XXXX XXXX central time, my vehicle was repossessed by a tow truck. I immediately called Global Lending and asked what was going on. The man I spoke to told me that I had a balance of {$1200.00} and I was up for repossession. I then told him I made a {$700.00} payment on XX/XX/XXXX and the lady told me that the payment would keep me out of repossession status for thirty ( 30 ) days and since it was XX/XX/XXXX, the thirty days were not up yet and I had just made another payment of {$700.00}. He then told me he couldnt help me and to call back the following day ( today ). I called and spoke with a manager and told her how I have been treated and asked her to pull the actual call of me paying my XX/XX/XXXX payment so I could have proof that I was told I had thirty ( 30 ) days until I could be in repo status, to which she replied she didnt know if she could actually pull the call at all. Basically, all I was told was that I was to pay {$2200.00} ( not including another almost {$500.00} in other fees which would be attached to my future bills ) to Global Lending as well as {$350.00} to the company that picked up my vehicle and that my vehicle would be sold in 26 days and I have 5 days to get my note reinstated before I lose my vehicle completely. Any help you could give me would be greatly appreciated.","date_sent_to_company":"2023-07-19T00:13:57.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"704XX","tags":"Servicemember","has_narrative":true,"complaint_id":"7273365","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Global Lending Services LLC","date_received":"2023-07-18T23:03:21.000Z","state":"LA","company_public_response":null,"sub_issue":"Lender trying to repossess or disable the vehicle"},"highlight":{"complaint_what_happened":["I was more than stunned that my finance company had just spoken to me in that manner, so I just hung up the <em>phone</em>. I then got the onto the website and set up an autopay for my note plus extra ( {$700.00} total ) to come out the third Wednesday of every month because that is when I am paid our survivors benefits from Social <em>Security</em>."]},"sort":[10.088344,"7273365"]},{"_index":"complaint-public-v1","_id":"9332166","_score":9.918736,"_source":{"product":"Credit card","complaint_what_happened":"We have banked with Citibank for many years. We have a number credit cards and have maintained several XXXX dollars in our several accounts. Via the use of charges on our Citibank credit cards, we routinely accumulate and spend the points awarded, most often in exchange for airline bookings. We have had over XXXX XXXX XXXX XXXX accumulated on just the one card that is the subject of this letter. \n\nIn XXXX of XXXX we attempted to access the accumulated award points in our Citibank credit card ending in # XXXX. Our online banking had shown that we had XXXX miles in the account when we accessed it on XXXX. \n\nHowever, the miles were gone. \n\nWe called Citibank and spoke to a representative, who said that their records showed that we had withdrawn all the XXXX XXXX ( nearly XXXX XXXX points at this point ). We said that wasnt so, and Citibank said that they showed we had had the points sent electronically to our address in XXXX XXXX. \n\nWe do not have an address in XXXX XXXX ( and have never even visited XXXX, XXXX  ). When we explained this, Citibank said they would open an investigation. After repeated calls to follow up, Citibank said they had resolved that the points had been fraudulently removed, and they replaced them, which we saw on our on-line account. \n\nHowever, a few weeks later, when we went to redeem some of them, they were once again all gone. \n\nWe called Citibank and once again went through their process of speaking with a series of various personnel in several departments. One person said their computer showed that we had called in and changed our phone number and later used that number to have a verification code sent to ( again, in XXXX XXXX ). \n\nAt this point, frustrated with the responses from our calling in, my XXXX and I went in person to the Citibank office on XXXX XXXX. in XXXX XXXX, XXXX There we spoke to a very nice officer named XXXX XXXX. She said she would call in from her bank phone and could perhaps get to a more responsive person. She called what she felt was the department that should handle this, and they said they would open a case. This was on XX/XX/XXXX. \n\nNot having received the promised call back, we made another series of calls, and somewhere during this process were told that the case had been internally elevated to a higher fraud department within the bank. \n\nAfter several months, which the bank said was required for them to investigate the situation, the points were again restored to our account. \n\nHowever, within days they had again vanished. After more calls, we were referred to one, and later another Officer of the Bank. The one I most recently spoke to was named XXXX. We asked that this case be moved up to a higher level, and she informed us that she was as high as there was. XXXX said she would send a code number to us through the mail, and when we received it, we should call and they could fix things. I asked to what address she was sending this. She said that for security reasons she could not say. I asked how she could be certain that they were not sending this to the culprit who had quite efficiently been working around the Banks system and pilfering our miles. I suggested that I state the street name that we truly lived on ( most certainly not in XXXX XXXX ) but she said we just had to wait two weeks, and call when we received the letter. After two weeks came and went we attempted to call XXXX ( we had taken her extension ) but were told each time that she was busy. Finally, a week ago, we spoke to another Officer of the Bank, who looked up our case and said that XXXX had marked it as closed. \n\nAt this point, with the theft of our miles compounded by a more than year long inefficient and entirely futile attempt by the bank to resolve this, and then coupled with the arrogant incompetence of this XXXX person simply closing the case and going silent, we have decided to seek legal recourse against the bank. \n\nEach time this happens the Citi card involved is blocked and we can not ( and do not ) put charges on it. This is not only an added inconvenience, it means that we are paying cash for the airline tickets during all this time that we would otherwise have purchased with our redeemed stolen ) miles. We know that the miles stolen had a redemption value in of between {$30000.00} and {$40000.00}, and when we add to that the at least {$15000.00} we have outlaid in working around the absence of credits, a damage value of significantly more is easy to arrive at. \n\nWe opened the below cases with the XXXX XXXX XXXX with no luck in getting this issue permanently resolved and have zero access or visibility of the accounts. \n\nXX/XX/XXXX XXXX -Spoke to agent XXXX who opened the case and was assigned to case XXXX XXXX ( XXXX XXXX who resolved the issue of the points but the points vanished again before we could access them again. No new card was issued at this point. \n\nXX/XX/XXXX XXXX -Spoke to agent XXXX who opened the case and was assigned to case XXXX XXXX XXXX XXXX XXXX ) who resolved the issue of the points but later the points were stolen again. Once again we NEVER were able to access the points. \n\nXX/XX/XXXX XXXX Spoke to agent XXXX who opened a new case and it was assigned again to XXXX XXXX XXXX XXXX ). In this case, XXXX advised for added security, they will send a letter that contains a security code and phone number which we will need to call to get this case resolved. We did receive the letter, we called and case was resolved with points reinstated and a new card was issued but never received. We were told we could not the points until credit card was linked to XXXX. But once again, the points were stolen within a week. \n\nXX/XX/XXXX XXXX Spoke to agent XXXX who opened a new case and the case was assigned to XXXX XXXX XXXX ). We explained the situation to XXXX and she was rude and condescending. She was unwilling to help or listen to our concerns. She also said that we would have to wait for this letter with the security number but would not advise the address where the letter was being sent. We tried to explain to her that we just wanted to ensure it was NOT going to the address in Colorado. We called the XXXX XXXX countless times trying to get a hold of XXXX because the letter she promised was not received. We left many messages and even had our XXXX  XXXX call on our behalf to see if he had any better luck. Of course we didnt receive a call back, text or email from XXXX XXXX anyone in the XXXX XXXX. \n\n\nXX/XX/XXXX XXXX Spoke to XXXX and she opened a new case which was assigned to XXXX XXXX XXXX : XXXX ). It was during this phone call, that we were made aware that our previous case had been closed on XX/XX/XXXX by XXXX without resolution. \n\n\n\nAssuming that the bank retains the For security, you are now being recorded messages that I, my XXXX, my secretaries and several assistants in my accounting department have made seeking resolution to this matter, this accumulation of what must be at least forty recordings should constitute a highly complete record of all of the above for the banks reference.","date_sent_to_company":"2024-06-25T22:05:55.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"91352","tags":null,"has_narrative":true,"complaint_id":"9332166","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-06-25T21:55:21.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["In this case, XXXX advised for added <em>security</em>, they will send a letter that contains a <em>security</em> code and <em>phone</em> number which we will need to call to get this case resolved. We did receive the letter, we called and case was resolved with points <em>reinstated</em> and a new card was issued but never received. We were told we could not the points until credit card was linked to XXXX. But once again, the points were stolen within a week."]},"sort":[9.918736,"9332166"]},{"_index":"complaint-public-v1","_id":"8650681","_score":9.123596,"_source":{"product":"Credit card","complaint_what_happened":"XXXX and I are in our early XXXX and we believe we are experiencing elder abuse from American Express. \n\nWe have had an Amex card for over 50 years and are mystified at the responses we have received from American Express as they are demanding we pay for over XXXX fraudulent charges from a company called XXXX XXXX using XXXXXXXX XXXX in XXXX that add up to {$62000.00} - AND interest on these charges. I called the fraud department 9 times during that 2 month period and never got any help or satisfaction. They tell us the issue is closed and they are pursuing us for payment. To be clear we have NEVER traveled to XXXX or any country in that region of the world, nor has any of our family members nor have we ever purchased or communicated with this company. In addition, we have NEVER used XXXX XXXX, nor set up our American Express card for use in XXXX XXXX \n\nThe fraud started with small charges that went undetected by us and American Express starting in XXXX of XXXX from a company in XXXX named XXXX XXXX using XXXX XXXX as demonstrated on our XX/XX/XXXX statement. Attachment ( A ) - page XXXX. \n\nIt wasnt until XX/XX/XXXX that the fraudsters got aggressive with fraudulent charges to the account. As soon as we received our XX/XX/XXXX statement we called the American Express Fraud Department to report the fraud on XX/XX/XXXX. This is when the run around by American Express started with them giving credit back for the fraudulent charges only to be reversed in subsequent letters. See the letters received from American Express in Attachment ( B ). BTW we cant explain the various amounts in the Amex letters where they recognized smaller dollar amounts of fraud and issued credits in those amounts. But, all the credits have been reversed as of XX/XX/XXXX. \n\nIn a call to the Amex XXXX XXXX. on XX/XX/XXXX -we spoke with an Amex rep named XXXX for over an hour. XXXX told us that a call was made to me ( XXXX XXXX ) on XX/XX/XXXX, to affirm the legitimacy of some charges made by the XXXX company - XXXX XXXX using XXXX XXXX - and he claimed I confirmed there legitimacy. However, THIS NEVER HAPPENED! Since we know that all of their calls are reordered, we asked to hear the recording they did not respond to this request. My son, XXXX XXXX XXXX XXXX Vice President of a large Michigan Bank joined me on this call and can confirm this information. In a subsequent call and letters, Amex claimed that I gave the perpetrator my card number that allowed this. Once again, THIS NEVER HAPPENED. If Amex used information from that phone call as a basis for claim denial, they must provide a recording of the call, if requested. If Amex sent an email or text message to confirm transaction activity, they must provide proof of that communication and customer response as well. Neither of which was provided. \n\nAfter the Amex fraud employee named XXXX dove deeper into the account, he realized that a massive fraud had taken place and involved his supervisor and put us on a long hold. When he came back on the line, he asked us to give him time to study this situation and he assured us that he was taking over the case PERSONALLY along with his supervisor and he asked permission to call back the next day ( XX/XX/XXXX ). Of course we agreed and looked forward to his call. However, that call never came and repeated attempts to get back in touch with XXXX were denied even though their own call log clearly identified XXXX by name and employee number. They simply would not allow us to speak with him again. \n\nIn fact, the vast majority of the charges happened XXXX XXXX ( XXXX days AFTER the supposed verification call ) with over XXXX identical charges of XXXX yen that were either {$67.00} or {$68.00} based on that days currency exchange rate. See XXXX XXXX Attachment ( C ) for large amount of fraudulent charges. Even IF, the verification call from Amex occurred as they say it did AND IF confirmation was given, there were XXXX charges made by XXXX XXXX using Apple Pay in the months preceding this call for various amounts from XXXX yen to XXXX yen ( under {$35.00} ) that went undetected. However, it was XX/XX/XXXX and XXXX ( after the supposed verification call ) that XXXX XXXX using XXXX XXXX really went wild and charged identical XXXX yen transactions ( {$67.00} or {$68.00} ) over XXXX times. Clearly the Amex XXXX alert did not function properly when a single vendor makes hundreds of identical charges in a short period of time. Even if the initial charges were legitimate, that does not give a vendor the permission to charge hundreds of identical transactions days after this verification call supposedly took place especially when the limit on the card is {$25000.00} and the charges more than DOUBLE the limit. \n\nI repeat - There were over XXXX charges from a company called XXXX XXXX using XXXX XXXX in XXXX. Our spending limit on the card has always been {$25000.00} and we NEVER have used XXXX XXXX. American Express is expected to monitor that amount so that the balance can never go over {$25000.00}. We have used our Amex card for normal household expenses and always pay the balance off each month. One payment XX/XX/XXXX was for {$6500.00} and another XX/XX/XXXX for {$3700.00} for our normal expenses. XXXX of the men we spoke with took a great deal of time to add up some of the charges ( see XXXX Credits XX/XX/XXXX for {$5600.00} in Attachment ( B ) ) and he actually gave us a credit for that amount. Why he did not do all of them we do not know. We thought that was what he was doing on the phone because he was gone from the call for so long. We did not know he did not remove all the false charges until we got our next statement. Every time we call, it is SO frustrating because they ask us what our problem is but never help. When we ask to speak to a supervisor or XXXX, they never allow it. XXXX person told us to fax all of our proof to the American Express XXXX XXXX which we did XX/XX/XXXX along with a letter from me. See Attachment ( D ). We no longer have a fax machine so we had to go to a FedeX to send the fax.. Proof of the fax attached. We never heard from them. \n\nWe also sent a set of documents to the AMEX headquarters in Texas as additional proof. I also wrote a handwritten letter to the CEO of AMEX in New York, XX/XX/XXXX, asking for his help. See Attachment ( XXXX ). We never heard back from him either. We believe we have done everything within our power to settle this. \n\nAmex insists that we gave this Japanese company permission to charge us because we gave them our numbers which is absolutely ridiculous!!! We never had any contact with that company nor would we EVER have given our account number to anyone. See how they refer to this in several of the letters they sent as the reason they wont honor our claim. They insist that it is closed, period. See Attachment ( B ) final letter.\n\nFurther, we believe American Express violated the law when they sent their denial of claim letter ( s ). See Attachment ( I ). In each of these four letters, they use the phrase According to documented company records ... this does not provide adequate information as to why Amex is denying the claim ( s ). When a bank provides a written notice of an unauthorized electronic funds transfer ( EFT ), they must include a statement that the customer has the right to request the documents the bank relied upon to make its determination ( 12 CFR Part 1005.11 ( d ) ( 1 ) ). These claim denial notices contain no such statement. \n\nWe have not yet received our XXXX statement but I am quite sure they expected us to make a $ XXXX payment with interest. We do not intend to pay them anymore than we owe them, if anything, since we have not used our card since this all began. Of course, they immediately closed our account when it began. They also demanded our financial information, including XXXX bank statements and proof of Social Security income. They wanted to verify our ability to pay these fraudulent charges! We complied with them and you will see the cover letter we sent along with our financial information in Attachment ( F ). Although we removed our personal financial information for this correspondence. \n\nOn XX/XX/XXXX we sent a letter to Amex demanding they remove ALL of these fraudulent charges and reinstate my card as well as rescind any damage done to my credit. See Attachment ( G ). There has been no response from Amex other than the letters in Attachment ( B ). \n\nYou will see in our XX/XX/XXXX Statement Attachment ( H ) where Amex gave a credit for SOME of the fraudulent charges for {$9400.00} only to later withdraw the credit and demand full payment and close their investigation in letters in Attachment ( B ). \nIn summary, these are fraudulent unauthorized transactions, Amex did not follow the provisions set forth in 12 CFR Part 1005.11 Procedures for resolving errors, and as such, all unauthorized transactions and interest from these transactions should be credited back to our account.\n\nIf you could possibly help us to straighten this whole mess out we would be so grateful. There is no AMEX office in Michigan that we could go to sit down with someone in person to show them how faulty this whole thing is. All we want to do is have all the fraud charged removed from our account and our account reopened, and an apology would be nice too!!","date_sent_to_company":"2024-03-28T19:07:28.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"480XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8650681","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-03-28T18:41:49.000Z","state":"MI","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["If you could possibly <em>help</em> us to straighten this whole mess out we would be so grateful. There is no AMEX <em>office</em> in Michigan that we could go to sit down with someone in person to show them how faulty this whole thing is. All we want to do is have all the fraud charged removed from our account and our account reopened, and an apology would be nice too!!"]},"sort":[9.123596,"8650681"]},{"_index":"complaint-public-v1","_id":"4835913","_score":8.9544,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I filed a fraud claim with Chase on XX/XX/XXXX immediately when I discovered my checking account had an unauthorized wire transfer/withdraw of $ XXXX. I phoned the claim department listed on the back of my atm. I was on hold for 1 hour before a representative answered. At that point I was told that on XX/XX/XXXX two wire transfers in different amounts of {$7700.00} and {$7000.00} were requested from my account via wire transfer from two different recipients with different addresses. I live in California. The wire requests came from the XXXX XXXX. Possibly XXXX. Chase blocked the transfers 4x due to suspected fraud and suspiciousness. Chase made one mention of location in their initial notes. A Chase representative then called the phone number associated with my account ( my phone number ) and approved the funds with a voice confirmation. I have never used any voice verification with Chase that could be used to verify my identity especially in suspicious banking activities and non-typical money exchanges. Over 15 years, I have only occasionally called Chase to reverse a late charge and/or order a new ATM. Claim supervisor XXXX confirmed several different fraud specialists made determinations on these transfers. Each time the wire transfer request was denied it went into a cue and a new and different person reviewed it again. There was no consistency by a single person and each person reviewing lived in potentially different countries. This leaves room for extraordinary errors. I have never initiated a wire transfer of any sort from my accounts in over 15 years of banking with Chase. This was my entire savings that was unauthorized out of my account. I bank with Chase because they are the largest bank in the world. I trusted in their security. I trusted in their level of professional knowledge regarding fraud if it should happen. I trusted that specialist reviewing suspicious activity were the highest trained. This was not the case. This wire transfer was initiated on XXXX XXXX time and sent to the XXXX XXXX. I live in California I am completely unaware all of this is occurring. I was not given the benefit of the doubt to send an email to indicate what was happening on XX/XX/XXXX or XX/XX/XXXX when prior to authorizing the wire. The two different amounts, two different recipients, two time zones, no history at all of transferring money, a transfer amount well outside of my typical spending patterns the fact that login pin was changed the day before this transfer was not reasonable for Chase to deny the wire. This is non-sensical to me. The totality of these red flag taken together with the fact that Chase denied this 4x was reasonable enough for Chase 's experts to stop any payment for this wire claim for our best interests in the end. But Chase did not. Instead, Chase decided that despite red flags and all of the suspicious behavior one phone call was simply sufficient to approve XXXX to wired out of my account. I do not see that any critical or preventative thinking or measures were used in this situation. I had only paid utilities and mortgage from this account. \n\nI did not know any sort of wire transfer could be done over the phone or website. I thought it was similar to my credit unions, which require 2 forms of ID and in person request. Furthermore, with my credit unions, even if a wire transfer is initiated by mail, the wire transfer must be notarized. Chase offers this easy on-line service to customers but with minimal measures in cases of fraud. Or rather, the level of training currently used is not sufficient to stop red-flags and suspicious transfers. I assert that because of the ease to impersonate Chase customers for a service Chase offers and is not adequately able to monitor, Chase customers are at a higher risk of being victims of fraud by highly technical and sophisticated fraudulent individuals. \n\nChase was able send email alerts on my account. I received the confirmation email on XX/XX/XXXX. Had Chase sent me email correspondence XX/XX/XXXX, and XX/XX/XXXX prior to authorizing those funds, in addition to blocking this transfer, my savings would still be in my possession. This is reasonable for Chase to do so on my account given my usage. Chase did not initiate a rapid recall until the week after XX/XX/XXXX. I was also told by the second representative that a rapid recall of the funds was not possible. However, on a later conversation in XX/XX/XXXX, I was told it was possible and they did initiate it. I believe Chase may have initiated the recall but on a date much later than XX/XX/XXXX in the XXXX. Chase refused to provide any documentation on their part to what, when and who did what. I asked multiple times to speak with supervisors and to connect me with the fraud specialists. Each time I was told decisions were made in the back office and no one was allowed to communicate directly with specialists there. \n\nXXXX/Phone Compromise Also on XX/XX/XXXX XXXX, I was unable to call out of my XXXX Phone service nor was I able to text. I had a dentist appointment. Upon arrival, I asked the secretary to phone me. She said my phone number rang straight to voice mail but my actual phone in my hand did not register the call nor did it ring. At that point, I understood something suspicious had occurred I checked my accounts at the dentist office. I received an email notification from Chase that the wire transfer for XXXX was successfully completed. I was shocked. I phoned in my claim and headed straight to the bank. After the bank, I headed to XXXX. I phoned their fraud department but was told I had to go into a local store with two forms of identification since my pin was changed and they could no longer verify me via phone. XXXX reviewed my account and determined an electronic sim card swap was made on XX/XX/XXXX, which allowed fraudsters to take control of my phone number, take my phone off XXXX XXXX system, load my number onto a sim card and then intercept the call from Chase. I was at XXXX for 3 hours. \n\nThis is a highly sophisticated 2-part fraud scheme that targets Chase Customers . Chase 's current methods of security and level of expertise of their fraud specialist is not at the level to prevent this, even on a basic level due to multiple inadequacies that include personnel and highly, specialized technology to complete fraud. In my case, I claim that Chase could have used more care, ordinary care based on red flags to prevent this. My experience with its claim specialists and reviewing their actions on my case suggest to me reasonable evidence of unskilled labor and failure to use ordinary good judgement in this fraud case. \n\nClaim Department The first representative who took my claim was outsourced from a XXXX. He yelled at me for not listening when I asked for clarification, and continued to say \" You authorized this wire ''. We had a tense discussion as I would not back down that I did not authorize this claim. The entire process was frustrating and scary. He did not offer to do a rapid recall. I asked if we could get the money back. He said no. I requested to speak to another agent. He transferred me. She seemed more professional but then her line was disconnected. I went to the bank to close my checking accounts and to confirm my claim. The second claim representative informed me the first specialist did not open it correctly so it was not opened at all. She also said a rapid recall was not possible. So far I have been in the phone with Chase since XXXX. I left the bank 3 hours later. The resulting 10 out of the 12 representatives I spoke to were outsourced from the XXXX or XXXX. It took at least 45-60 minutes to get in to the claim department. It was incredible difficult to understand the agents and their knowledge about handling the claim, what I should do, what I could do was limited to none. I went in every week since XX/XX/XXXX and reviewed details. Every week there were outrageous errors. I spent at least 3 hours per week at the bank from XX/XX/XXXX to XX/XX/XXXX. I filed a complaint w/Chase to how they were handling my claim. At every juncture they frustrated not help my attempts to recover my funds. I filled out the forgery packet and provided multiple pieces of information. 10 days later there was no response. The 4th time I went to the bank, Chase had processed the claim for XXXX and not XXXX. I had to wait another 10 days to get a response and for them to correct or get in order their documentation. A private banker at Chase was witness to all of my phone calls. He also was upset and embarrassed with all of the mistakes. \n\nLastly, I recalled that I had received several texts from Chase the week prior. One regarded if I made a purchase and to indicate y/n. The other resulting Chase texts were to update my accounts on-line. I used the text update my account. I went to Chase and updated my information. I monitored my accounts for daily afterward. There was no suspicious behavior. In filling out the affidavit and speaking with the claim reps, they said Chase would never ask to update information via text. I informed them the website was a Chase website. It was exactly what Chase 's website looked like. I inspected it. There was nothing that indicate it was not Chase or a scam. I logged in etc. Following these discussions with Chase, I now conclude that this website may not have been chase. I disclosed this information to Chase. I also disclosed that my phone was compromised. \n\nXX/XX/XXXX Chase responded with an email that I did not take the appropriate steps to protect my account against fraud. I counter and say, Chase is did not do enough to inform me that fraud may have been happening to my account, and in general Chase is not doing enough to inform customers that fraudsters are specifically targeting to Chase and Wire Fraud since it is an easy, on-line service scammers can hack into given Chases limited stop to this. Chase is able to send offer letters to customers to encourage them to use their financial products. Chase needs to send out more notifications to your home address encouraging you to be more on alert to being specifically targeted as a Chase customer. Chase also does not disclose that likely 80 % of their workforce in Claim and Fraud representatives are outsourced at this time and representatives are not prepared to handle complex, documentation. Outsourcing would not be problematic if the outsourced workers were skilled and highly trained and to take well-documented notes and details in English. This is not the case. They are not. There were multiple errors in my claim and when phoning in. I have the private banker as a witness. The specialists I spoke with all appeared to have basic, entry-level skills vocabulary and grammar. I am a XXXX  XXXX and XXXX XXXX. I am licensed. It was clear the language capabilities and/or receptive language of the specialists I spoke with were not especially adequate to document complex internet economical criminal behavior I reported. Chase also does not disclosing the amount of errors on their part that adversely impacts the victim/customer in advocating for oneself and recovering their money. Chase did not care at all that I was unable to pay my bills, my mortgage, that I am new homeowner or that I banked with them for over 15 years without any prior incident. I also felt discrimination on the basis of gender and race. I was unable to show any type of anger or raise voice as this quickly lead to ending the call. The private banker was male. He was able to serve as an intermediate communication person. He was also proactive of his job and I could not strongly ask him to put himself in jeopardy. However, I felt great humiliation and blame firstly for not being able to fully speak for myself, and secondly for the amount of liability the bank was assessing to me saying I should have known. There were no discussions of liability or any acknowledgement of Chase 's response to not stopping the wire transfer in light of the suspicious behavior. There was no discussion to how I should have known when they themselves did not use ordinary, basic care. Is the customer supposed to police the Banks resources? Is the customer supposed to know beyond a shadow of a doubt that a website may be false when it is identical to Chases? The answer is no. This is not possible. I never imagined Chase would not help me in a case of unauthorized payment. Nor did I ever think Chase would NOT stop a payment with so many red-flags. \nBoth Chase and I were victims of a highly, complex fraud operation that is beyond their highly-trained or ordinarily-trained representatives to prevent. I had never heard of an electronic sim card swap. With every other person I spoke to about this in my claim, they had not either. Including, private banker. It was equally difficult to explain this to the claim specialists with varying levels of English proficiency and fraud expertise answering my calls. \nIn my XXXX Privacy notice for this checking account from Chase under Accounts Alerts and Text banking Chase indicates it may contact customers using telephone number, email, and/or other delivery points so they can inform you about your accounts. There is no mention that I will be held 100 % liable if I am scammed. The XXXX disclosures, more fully explain this and have several expanded entries or wire-fraud. This was not included in my XXXX disclosure, when the bank changed my checking accounts from Chase Total Checking to Chase Premier.\n\nChase clearly says they can refuse to authorize a transaction where they reasonably believe there may be fraudulent, suspicious or illegal activity. I state that Chase did not use reasonable or ordinary care to do this, which would have secured this money in both our interests. Chase is a bank and employ fraud experts. To suggest a customer would have more experience and knowledge than the very experts hired and trained by Chase to intercept fraud is ludicrous, irresponsible, and absolves Chase of any responsibility of their own use ordinary care or in instances when Chase could have prevented this. Ordinary care for the largest bank and richest in the world, requires Chase to have a standard that is more knowledgeable than an ordinary customer. There are enough red-flags to show Chase could have prevented this. They have the authority to stop charges. \nI reported this crime less than 24 hours after it occurred. I did not benefit from this unauthorized withdraw. I did not know the recipients. This is a personal violation where the bank had the final say. This fraud has destroyed my financial security and trust in Chase. Chase response to me and it's treatment of my claim has been intimidating and stressful and has reduced me to a victim with no recourse. I vehemently disagree.\n\nThe ETA states that in ATM, credit card fraud, funds transferred by telephone, money exchanged electronically that are fraudulent, the customer is liable {$50.00} if claim is made within 2 business days and up {$500.00} if reported later and/or within 60 days. After 60 days you are not entitled to any reimbursement of your funds. Wire transfers are direct bank to bank electronic transfers. Should liability be assigned to me, then it should follow more reasonable terms. Holding me 100 % liable or XXXX liable is incredibly destructive and punitive to the customer. It is obvious to me My Pin, and telephone numbers are not enough to keep funds safe, especially given the ease to which fraudsters are able to steal your information. Chase has not proved I did not use ordinary care or justified 100 % liability. I am an intelligent person. I have 3 degrees. I am a XXXX. I review my accounts daily. I do receive notifications from Chase. I verified the site to my best ability and it appeared to be Chase, in every aspect. This is the expectation of ordinary, for a bank customer. \n\nIn the XXXX Chase disclosures sent to me when my accounts were changed by Chase, the fraud section was not are not as expansive as it is now. The new disclosures associated with my new bank accounts that I was required to open include much more explicit fraud disclosures and information. I did not have those in my booklet from XXXX, which I have now. However, the issue still stands that flatly denying customers based on being victimized by a scam, which customers are specifically targeted as Chase I am prepared to continue to appeal Chase 's denial. I will ask Chase directly to reinstate my account. I will further indicate I will proceed with further complaints and pursue Small Claims Court should Chase continue to not reimburse my account. \n\nSee attached documents. Police Department in XXXX XXXX, Ca would not take police reports for this internet fraud but had me fill out ICF 3 form instead.","date_sent_to_company":"2021-10-22T22:07:59.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"92124","tags":null,"has_narrative":true,"complaint_id":"4835913","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-10-22T21:10:05.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Each time I was told decisions were made in the back <em>office</em> and no one was allowed to communicate directly with specialists there. \n\nXXXX/<em>Phone</em> Compromise Also on XX/XX/XXXX XXXX, I was unable to call out of my XXXX <em>Phone</em> service nor was I able to text. I had a dentist appointment. Upon arrival, I asked the secretary to <em>phone</em> me. She said my <em>phone</em> number rang straight to voice mail but my actual <em>phone</em> in my hand did not register the call nor did it ring."]},"sort":[8.9544,"4835913"]},{"_index":"complaint-public-v1","_id":"12201472","_score":7.916643,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"So I have been a XXXX user for a while sometimes I use it more than my regular bank account. I find it an easy way to receive and send money between friends and family and make secure payments online. Its been a big part of my life recently and I have heard horror stories of peoples accounts being deactivated for having the wrong word inside the description when somebody sent something or all their money being locked out and they say 180 days and it takes way longer. Im having an issue where my account was frozen and then seven hours later from an automated message which I know it was an automated message because there was no customer support or anybody because it was XXXX XXXX XXXX XXXX XXXX  and I even had a customer service representative over the phone from the day before on Saturday. Explain to me that there wont be anybody there on Monday and I was told that within 3 to 5 business days, my account should be unfrozen because the biggest reason your account can pretty much be frozen is if you owe funds to a bank or institution of some sort, but for any other reasons, it can be frozen. You have to reach out with email and they can only chat with you Monday through Friday.  I asked them is there anyway we could put a notation on the account to expedite or escalate the situation because Ive been waiting on that money for a long time and were out of food in the house. My animal doesnt have any food we have bills that are past due that need to be paid immediately And on our budget were going to need that money to pay the rent. This is a giant hamper in my life and my fiancs life, and we can lose absolutely everything over, just receiving some vague and unreliable prompt, which was an automated message from apparently the advanced account specialist through email. When I thought 3 to 5 business days, I almost had a heart attack or a stroke and then I see the frozen account. I think to myself thats OK. Im going to just explain to them. Ive never had a problem before I have no idea what the problem is if its because I said a weird word in a description or something like that I thought it would be an easy fix. Seven hours later at XXXX XXXX XXXX XXXX I get a message saying that the account is deactivated. I will no longer be able to have an account ever again with them and my funds that are in my account which are over XXXX will be held for up to 180 days and that they dont need to divulge any information and thats it. I never received any information whatsoever none whatsoever about why, even though I was told that the account specialist would be able to be the ones to tell me about that I didnt receive any information they give me a vague automated response on a holiday from obviously a robot without giving me any clue rhyme or reason why it happened or how to go about resolving the issue or having the account reinstated. Ive actually heard about consumer finance through XXXX  post of other people that had the same exact issue with XXXXXXXX  I mean many many many people have had the same issue about their vague policies and their vague reasoning and theyre terrible, terrible lockouts, and the activations for no good reasons. Immediately, when I found out about the account being frozen, I sent out a picture of my identification. I told them I looked at all of the transactions. I even did things on my own accord. I changed my password just to prove to them that it was me. I set up the security thing where it scans my face or I put in a passcode. I did everything possible so then that way when the account specialist see my account they see that I did all of the steps necessary ahead of time. Then pondering, how could my account possibly be frozen when as soon as I receive the money I had sent funds to my fiancs stepfather and to his aunt one of XXXX and another of XXXX. I told them I can literally confirm every single thing that has happened on the account. I received the funds late XXXX XXXXt and found out XXXX XXXX the funds were locked. My cat had no food. He had just ran out of food in the home so I had ordered around XXXX worth of food and litter for him which the money was put on hold because XXXX does not take the money until the packages actually get delivered. XXXX XXXX XXXX XXXX XXXX you were supposed to receive the food for him. Saturday I went to withdraw XXXX from an ATM. It didnt work. I went to go over to a food market named XXXX to do cashback that didnt work. I talk to myself what could possibly a froze my account I bought XXXX XXXX  that morning as well and spent XXXX between me and my fianc for the XXXX XXXX XXXX. Everything was fine until we went to use the ATM so we thought maybe we reached some sort of withdrawal limit even though we werent withdrawing it like that out of any ATMs. We thought you know what this happened before a long time ago in XXXX it took like six hours to a lot. Lets just wait. We receive a vague message that the account was frozen. We reach out to customer support. They tell us that the account is frozen, but its not because we owe money to banks or institution and it will take 3 to 5 business days. We were like oh my gosh, this was horrific news for us because this money we were waiting on for a long time and this could put a huge hamper in everything. We already have bills that are desperately needed to be paid. We were waiting on this money to solve lots of issues. Our cat still does not have any food. We have no food. This is not something you can play around with with somebodys life and give them a vague message without giving any explanation so the customer support says all they can see on their end is that they see that its frozen but not from owing money so they say anything else that has to deal with frozen accounts you have to reach out through email to talk to the advanced account specialist. Unfortunately, theyre only open Monday through Friday and they told me that XXXX XXXX XXXX XXXX. day or man that I wont be able to speak with anyone although Monday comes around and at XXXX XXXX XXXX XXXX I receive another email saying that my account is frozen and then seven hours later aXXXX XXXX XXXX XXXX XXXX I receive an email saying the account is permanently deactivated. They said they cant divulge the information why and they told me my funds will be able to be transferred or available after 180 days.  I never seen this in any of the writing any of the print. This is very vague automated response from a robot on Monday seven hours apart of how I just wont be able to receive my funds and pretty much I could end up homeless and me and my fianc would literally lose everything The first thing we did when we found out it was frozen is I XXXX XXXX sent out my identification and then on top of it just to get ahead of the game just in case they were to observe my account on Monday. I ended up changing my password and setting up the security feature where it scans my face and I can put in the passcode. I also sent them an email stating that I seen all the transactions. Everything was approved and I dont understand why the account could possibly be frozen. My fianc and I work at the same job and we have the same boss and weve been together for going on a decade so we start to think you know what I did a rapid refund loan to be able to receive XXXX for my fiancs taxes. We talked to the boss, and he said that it was probably frozen because my fianc whose name doesnt need to be mentioned here set the funds to be sent to my account on XXXX Right away, we ask them to not be so vague we beg them how important this was us and that we could lose everything and to at least give us somewhat of an explanation or at least confirm the information of what we think or at least give us some sort of explanation into why or how we could fix the account any sort of explanation on what we need to be able to resolve this issue and be able to get the funds transferred. Like I said when we heard 3 to 5 business days our jobs hit the ground and now were hearing 180 days without any explanation or any avenues on how to fix the issue. I believe in security and everything as well, but for something that can easily be explained and they have such terrible customer support and they just have automated messages. Sending us messages without giving us any reason or way how to fix this is mind-boggling and I demand that these funds get released or to reactivate the account. My fianc has lived with me for years and years and years were on many of the same bills together. It was an honest mistake. It was XXXX from a XXXX XXXX XXXX so now we have over XXXX blocked inside my XXXX  account. Not only did I send my identification. I did a follow up email sending my identification and his identification showing and stating that we have lived together in the same address, not only that I have sent them a bill for a phone bill showing both of the phones on both of our XXXX accounts that are in the same XXXX XXXX XXXX XXXX XXXXXXXX XXXX My fianc also logged into his XXXX that he created to resend the same message and to also show them my ID and his ID and the XXXXy bill just to show like hey the number thats on my XXXX account and the number thats on her XXXX  account. Were on the same bill and we live together and they just give us a simple and easy way to be able to resolve this issue without us starving and losing our home and our cat going hungry and our Internet and all of our bills and our electric being shut off we were depending on this money. This is an absolute sham of a system. Like I said, I believe insecurities, but something so lazy without any warning, and to be honest, this is the first time that either of us have ever just had an account frozen to just freeze it and then automatically seven hours later. Send us an email when theyre not even in the office saying that its deactivated and That I will never be able to open our account again and that I can expect to see my funds within 180 business days, which scares me because then I go into XXXX  and I go on the forums and there has been hundreds if not thousands of people that have had the same issue with XXXX but they have had lots of money, locked inside their accounts and lost many things because of it.  I have heard that consumer finance is very reputable and because of the willingness and ethic nature and wanting to help people they have gotten peoples funds released from XXXX within literally a day or two. This is a very long message because I am in excruciating disbelief that they have such a ridiculous policy of 180 days without giving any avenue or way to be able to confirm any information and especially for somebodys first simple mistake on an account. My fianc is literally right next to me right now were appalled by this. We actually love to XXXX and now because of this we have a forever bad taste in our mouth and we want this to be resolved and we would love to be able to reinstate our account but before anything we need to have our funds released we have the same boss, the same boss Whose name wont be mentioned  had sent the money to my account and the XXXX deposit about 25 minutes later from the rapid refund loan from doing the taxes and we never thought thats such a small mistake of sending money from my fiancs tax return, which was a rapid refund loan would literally freeze deactivate our account where the funds that we desperately needed would completely put such a financial burden in our lives, we were so excited to finally receive some of our money. Now or possibly looking at eviction because we know our budget and we know we wont make enough now and on top of that we dont know how were going to eat. We dont know how were going to feed our animals and we dont know how were going to pay our electric and our Internet bill This is a complete disgrace. I feel like this is a sham. I feel like its the most vague ridiculous terrible customer support. Were almost every answer that any question can be answered other than froze accounts that dont have to do with owed money or outstanding balances. We reached out to them. We asked them what we can possibly do. I sent my ID to them immediately and took all the right avenues so then when they would look at the account, they would see I changed my password and everything else just to show them that it was me. I reached out and told them that all the transactions Were fine. I have practically begged them for them to give me a reason to whats going on and customer service over the phone tells us that the advanced account specialist will let us know and then they tell us that they cant and then they give us a crazy message seven hours later stating that our funds will be released within 180 days. 3 to 5 business days was absolutely crazy. I asked them why not one to five business days so I had them put a notation on the account so that maybe they could see the message sooner but then we get an automated message on a holiday saying that the account is frozen and then deactivated And now were possibly looking at losing everything we have in love because XXXX  has no way explaining anything to us or to release the funds to us or tell us how we can correct the issue or to transfer the funds out. like I said, my fianc has sent out a message stating the exact message he sent both of our IDs. I sent both of our IDs. We explained the situation we showed the bill where our phone numbers for both of our separate XXXXXXXX  accounts are both on one bill. We have asked them in every possible way to be able to fix this. I mean to even release at least all the other funds and at least figure out a way to get the XXXX put to a financial account for my fianc whatever or however, they would want to do it. They are not compliant. They wont get any good reason they dont tell us how to fix the problem. Im absolutely discouraged and sad and just feel hopeless now because of this please Im begging you begging you to please give us even even a reasonable a small answer or they even confirm that what we think might have froze the account because of the XXXX XXXX XXXX XXXX from my fianc into the account why cant they even confirm that or why cant they give us any reason or avenues on how to fix the issue?  There is no way that we are able to wait 180 days if we dont have the funds released within this week or have a way to transfer the funds out of my account then we are absolutely doomed because such bad policies and such bad customer support. As you can see, they sent a message at XXXX XXXX XXXX XXXX  which was an automated response obviously saying that its permanently deactivated I end up sending them a very long message which I didnt include in this because it has lots of personal information explaining to them what happened and asking for any avenues on that to fix the situation because thats what customer service And support keep telling us to do and that they would explain it to us and final waste unblock it even on the XXXX  support help center. It says to talk to them in email to find a way to be able to release the fun sooner, etc. etc. so just approve that they dont care and they keep sending the same message they sent the same message back to backwithout having any human compassion or sympathy. Youll see this timestamps for one at XXXX XXXX XXXX XXXX and then another one before I believe XXXX XXXX XXXX XXXX the same day so a few hours later.","date_sent_to_company":"2025-02-24T23:31:19.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"33311","tags":null,"has_narrative":true,"complaint_id":"12201472","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-02-18T03:32:31.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Im having an issue where my account was frozen and then seven hours later from an automated message which I know it was an automated message because there was no customer support or anybody because it was XXXX XXXX XXXX XXXX XXXX  and I even had a customer service representative <em>over</em> the <em>phone</em> from the day before on Saturday."]},"sort":[7.916643,"12201472"]},{"_index":"complaint-public-v1","_id":"3130534","_score":5.187021,"_source":{"product":"Checking or savings account","complaint_what_happened":"I would like for the CFPB to reopen & review all the facts and evidence in my Debit Card Dispute # XXXX from XX/XX/XXXX on file with my bank, Ally Bank. The disputes are for about 50-60 seperate online transactions totaling about {$4500.00} from XXXX XXXX / XXXX Ally Bank says that i missed the deadline by a few weeks to file these disputes to be totally covered for all of the charges totaling about {$4500.00}. I was lucky to even piece together this fraud at all.\n\nAfter 90 days of waiting XXXX only refunded me via that dispute {$200.00} from the total {$4500.00} due. XXXX was not willing to cooperate.\n\nDue to the overwhelming evidence of fraud, that timeline should be waived, I should be 100 % protected as a consumer and a Government Agency needs to step in and have the computer system just refund me my money automatically.\n\nThe CFPB needs to approve my complete chargeback and have the dispute team at Ally Bank & XXXX , Inc reverse all of the charges and refund me my {$4500.00}.\n\nAlly Bank says that its limited as to what it can do but I need the CFPB to step in here and resolve my case.\n\nXXXX should not even be allowed to have a credit card machine or bank account.\n\nI have reported this to over 15 Government Agencys Including : The XXXX XXXX XXXX : Case XXXX  The Federal Trade Commission : Case # XXXX   The California Dept of Insurance : Case # XXXX  The Florida Dept of Financial Services : Case # : SR # :XXXX Dispute with My Bank : Ally Bank , Dispute # XXXX  Also see my previous complaint to the CFPB regarding XXXX XXXX XXXX / XXXX   / XXXX XXXX XXXX XXXX which the CFPB said on XX/XX/XXXX that it has been forwarded to the FTC . * Complaint number : XXXX * Date submitted to CFPB : XX/XX/XXXX In my case with XXXX XXXX / XXXX / XXXX XXXX XXXX XXXX my evidence & findings will show that Renters are provided with vehicles with serious defects, are not warned of potentially dangerous conditions that may exist or develop and are deprived of valuable information as to the true condition of their rental vehicles along with deceptive practices and unfair charges.\n\nXXXX XXXX / XXXX / XXXX XXXX XXXX XXXX used deception, deceptive & unfair practices, fraud, false pretense, false promise, misrepresentation & concealment as well as suppression & omission of material facts.\n\nXXXX XXXX, XXXX rented me 3 junk title, salvage, rebuilt title cars for 90 days at {$50.00} per day with full price insurance for cars that should not even be on the road as if they were new/undamaged at full price / top dollar prices. Their website says no junk title, salvage, rebuilt title cars allowed. When I brought it to their attention with proof they said I'm lying. They gave me the run around & now they even blocked my phone number from being able to call their XXXX Customer Service #. These guys did fraud on me, gave me an unsafe vehicle, gave me a poor quality product that was not as described, they failed to protect me as a consumer, they failed to properly inspect, confirm & certify the products they allow on their platform, they never disclosed anything to me and when confronted with this they lie and deny it all and then when I sent them the proof they totally ignore me & block my phone number. I have proof of all conversations & of all the evidence.\n\nThe full coverage they charged me for was with XXXX XXXX XXXX XXXX XXXX/ Policy # XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX , CA XXXX  XXXX XXXX Also, I have reported these guys to every agency that exists. I need help to get my money back.\n\nMy bank via dispute was unable to get me my {$4500.00} back because i missed the deadline to file a dispute by a few weeks.\n\nAfter months of giving me the run around XXXX finally wanted to arbitrate with their company XXXX / Dispute # XXXX / Arbitrator : XXXX XXXX XXXX, License # 193606, State Of California Bar I sent XXXX over 50 pages of evidence and proof that the damages I recieved were financial. After 2 weeks of wasting my time the arbitrator said that I lost the case and I dont even deserve 1 penny.\n\nNow XXXX is not honoring my request to have my decision appealed.\n\nI wrote this to XXXX  & to XXXX : It seems only right that I deserve an appeal and or an award of some sort When you step back and see the bigger picture of what is going on internally with XXXX here you start to notice a pattern.\n\nThe pattern is that XXXX is renting rebuilt, salvage, junk title cars with no disclosure on purpose to consumers as if they were undamaged at the highest possible price that you can rent a real undamaged car for per day at about {$40.00}. Plus they add {$13.00} per day of full coverage insurance for a junk car that is not even really insurable with full coverage. Their computer system must know these cars are junk but they turn a blind eye so they can make false profits.\n\nThen they sit back and wait to see who complains, they give them the run around for as long as they can, then whoever get to XXXX arbitration will never win the case or any money because XXXX has a nice scam going on here with the way they word their contracts.\n\nAnd they save all that money by just paying XXXX  a monthly retainer fee.\n\nThis is unfair and unethical behavior by a business. It really shows alot. XXXX also should not be associated with these fraudsters.\n\nI can't believe that the arbitrator did not even award me one penny. She said I failed to prove any damages. The damages were to my pocket. The damages were financial. Not to mention how they lied about everything and put me on a mission instead of giving me back a 50 % refund of {$2300.00} or so in the beginning.\n\nMy bank said if I would of disputed this in time I would of gotten back all of my {$4500.00}.\n\nSo I can't believe that the arbitrator didn't give me an award. And I am sure a jury will side with me.\n\nI will be fighting this to the end and now today i will include XXXX  as part of this full circle fraud lawsuit with XXXX. The top XXXX   bosses must know about this pattern.\n\nXXXX  and XXXX are putting people in danger and putting profits over human lives and zero regard for people financial stability or safety.\n\nThey basically sold me on a nice chocolate bar wrapped up in a bow with 24k gold paper 4 times in a row but when you start to see, taste and smell the chocolates up close and you start to decipher the recipe and ingredients and you do some research and you stumble on something then you realize that you really just ate 4 bars of dog poop. And with no warning or disclosure on the wrapper or website.\n\nRead My Entire Story Below : XXXX Rented Me 3 Salvage/Rebuilt Title Vehicles as if they were new/undamaged at full price / top dollar prices. Their website doesn't allow these damaged cars at all.\n\nThe representative said over the phone that the 3 cars seemed to fall threw the cracks and it made it onto their system 3 times in a row unchecked for salvage or rebuilt titles, where i ended renting them at top dollar prices for a junk car thats worth atleast 50 % less in value. They said that the car owner scammed them. I told them that, that is not my fault or problem. They put me in an unsafe vehicle. They never disclosed this to me and the product quality was not that of what i chose & agreed to pay for. I believe i paid off this guys junk cars with all the days that i rented it. Now he has a free car that i got ripped off on and i paid for.\n\nI rented 3 vehicles from the same owner on this platform. I rented these 3 junk cars for about 90 days in a row at {$50.00} per day for a grand total of about {$4500.00}. The rental dates were fromXX/XX/XXXX - XX/XX/XXXX.\n\nIt came to my attention on about XX/XX/XXXX that these cars all had damage. I contacted XXXX about this. The first rep said that the vehicle owner and his cars would be kicked off the platform. Then i asked for a 50 % refund for having over paid and being ripped off for a subpar product.\n\nThey said they would escalate it to the manager. The manager wrote back to me in 15 minutes and said that after careful review of the Florida DMV Database none of the cars had a rebuilt/salvage title. And he said that because of that reason my 50 % refund would be denied.\n\nI asked for proof of their findings and at the same time i did my own research and provided them with the evidence that all 3 cars were in fact rebuilt/salvage titles. They never responded to me after i sent them the proof. I then told them that they are giving me the run around and that i now want a full 100 % refund. I also tried to call them several times while i waited on hold for 15 minutes and an answering machine says to leave a message that no one will ever respond to. i finally got someone to answer on about XX/XX/XXXX and they said that the manager from the billing department knew about me and my problem and that they would be researching it. They never got back to me and no one answers the XXXX   #.\n\nThis Is The FREE FLORIDA DMV VIN # CHECK WEBSITE : XXXX XXXX XXXX These guys did fraud on me, gave me an unsafe vehicle, gave me a poor quality product that was not as described, they failed to protect me as a consumer, they failed to properly inspect, confirm & certify the products they allow on their platform, they never disclosed anything to me and when confronted with this they lie and deny it all and then when i sent them the proof they totally ignore me. I also had my bank helping me fight this.\n\n( Update : On XX/XX/XXXX My bank via dispute was only able to help me recover {$100.00} for 2 rental days & another {$100.00} for another 2 rental days for a total of {$200.00} for 4 rental days. Every rental day with insurance was exactly {$51.00} ) I have attached that evidence as well.\n\nMy bank was unable to help me recover anything more than the {$200.00}. I missed the deadline for the dispute protection timeline they say because I rented the cars from XX/XX/XXXX - XX/XX/XXXX but did the chargeback a bit to late towards the end of XX/XX/XXXX when I luckily found out about what XXXX did to me by putting 2 and 2 together and then I started asking XXXX questions. I feel that the dispute timeline should be waived do to the circumstances of fraud and deception that took time to unravel I have proof of all evidence and of the email conversations back and fourth between me and XXXX   which has been attached.\n\nI also believe that they still have these damaged cars on their platform and are charging people top dollar and not disclosing this information to them. I know there are more victims out there even after it has been brought to XXXX  's attention. These are unfair business practices that all of the management and employess in that business are aware of and they practice everyday. They are putting profits before peoples safety.\n\nI believe that these are grounds for a civil / class action lawsuit if they dont refund my money and stop these unfair practices. They are in the stock market under symbol : XXXX, they cant be doing this to people. They are also reporting profits earned that are based on these unfair and unsafe business practices.\n\nXXXX  has put me on a roller coaster ride back and fourth for over 5-6 months trying to recover my money and resolve this. I have wasted an extraordinary amount of time & energy doing research, making phone calls, writing emails, responding to emails, copying and pasting evidence, waiting on hold, and spending countless hours writing, documenting and reviewing all of my writings, documentation and organizing evidence, etc all due to XXXX  continuous lies and ways that they cheat & treat the consumer.\n\nI estimate that I have wasted about 75 hours of my personal time doing all of this work during this ordeal these 5-6 months. Not to mention that XXXX has dragged this on for almost 6 months for no reason when I have been trying to resolve this directly with them in good faith from the beginning.\n\nXXXX  left me out in the cold and they made me feel violated and I felt taken advantage of. I felt as if no one can hear me screaming for help. On top of everything they played games back and fourth and made me feel voiceless and helpless. They blocked my phone number from being able to call their XXXX  customer service number for help and they stopped responding to my emails. This caused me and is still causing me terrible stress.\n\nDuring this entire ordeal I have provided an overwhelming amount of evidence and proof of about 30-50 pages in length and XXXX  has just replied with 3 sentences in total.\n\nThis is what XXXX responded to the XXXX  with : Thank you for the opportunity to respond to this consumer complaint concerning the vehicles they rented on our platform.\n\nOur rentals are offered for ride-share drivers, and the reason for not allowing Salvage or Rebuilt titles on the site is due to most areas not accepting these types of vehicles for use with XXXX / XXXX.\n\nAs the vehicles are listed by the owners, not all states registrations show the salvage or rebuilt status on the documents used to verify a vehicle for the platform.\n\nAll vehicles mentioned by the consumer, including the user who listed them have been permanently removed from our site.\n\nThe price paid for these vehicles is set by the owner and the prices paid for rental of the consumers vehicles was {$30.00} - {$39.00} per day.\n\nDuring the entire duration of these rentals, the vehicles cause no issues for the consumer. We have no records of the consumer reaching out concerning these issues until after the rentals have ended.\n\nIf issues with the mechanical functionality with these rentals had occurred, then a refund would be due, however the renter kept the vehicles without incident and at this time no refund will be honored.\n\nI did NOT accept XXXX response via the XXXX XXXX XXXX Case # XXXX  and i wrote back to them explaining why below : There is NO excuse for allowing me to rent 3 seperate UNSAFE salvage / rebuilt tilte vehicles from the same person. My life was put in danger & so was the lives of my passengers. Your platform must have a robot or a human manually verify each and every vehicle that you have on your website by running the vin number on XXXX or XXXX. it costs money to do that and you guys dont want to pay for that safety check.\n\nYour response for not allowing salvage / rebuilt titles on your site is that : its due to most areas not accepting these types of vehicles for use with XXXX  / XXXX. Instead you should say that you do NOT allow salvage / rebuilt title vehicles on your site because they are unsafe pieces of junk that have been totally damaged and no one knows if someone has even died in these vehicles, these cars are worth XXXX dollars and they are ticking time bombs. I was a driver for only XXXX. I was also let down by XXXX because they didnt catch these junk cars that made it onto their system. XXXX  was the second line of defense to protect me and they also let me down.\n\nXXXX is trying to put the blame on the car owner that put his 3 junk cars on the website, but XXXX can not allow a random person to do that without fully verifying that the vehicle they have is not a junk car / death trap. They have no safety measures in place and that is totally unnaceptable. As the saying goes : \" Trust But Verify ''.\n\nXXXX  says that vehicles are listed by the car owners, and some states car registrations & documents do not show a vehicles title status when they upload a car to their platform.\n\nThat makes no sense. They have to have a way of verifying the junk that people are putting on their platform. I did the research for 3 cars and found everything out in 5 minutes by myself.\n\nNow they say that the user has been kicked out of the platform and all of his cars have been removed, but it is too late for that, he already ripped me off and stole my money. And I was the one that did all of the research and provided the evidence that got him kicked out. I did all the work.\n\nXXXX  also says that : The price paid for these vehicles is set by the owner and the prices paid for rental of the consumers vehicles was {$30.00} - {$39.00} per day. So XXXX allowed this guy to put a junk / salvage / rebuilt title car on their platform that is worth XXXX dollars or maybe {$190.00} PER MONTH at most so he can rent it to me for {$40.00} PER DAY which is equal to {$1200.00} PER MONTH.\n\nI believe that i totally paid of all of this guys junk cars, so now he has a free car that i paid top dollar for when it was worth XXXX. On top of the {$40.00} PER DAY car rental fee i had to pay {$13.00} per day for INSURANCE which is equal to {$400.00} PER MONTH for a junk car that the insurance should really be about {$75.00} PER MONTH. So in total i paid {$1600.00} per month for a car that was really worth at most in good condition about {$300.00} PER MONTH.\n\nI was scammed and overcharged by about 500 % every day / month for those cars.\n\nAll 3 rental cars did cause an issue for me. The nissans transmission broke. The XXXX  's brake system was broken and making a terrible screeching sound and the XXXX XXXX had a tire that exploded and has no spare tire, jack, or lug nut removal tool in the trunk. And all 3 cars were junk / rebuilt / salvage title.\n\nXXXX  says : During the entire duration of these rentals, the vehicles caused no issues for the consumer. We have no records of the consumer reaching out concerning these issues until after the rentals have ended. If issues with the mechanical functionality with these rentals had occurred, then a refund would be due, however the renter kept the vehicles without incident and at this time no refund will be honored.\n\nEverytime a car had a problem i would contact the car owner directly and he would say to not tell XXXX about it that he would just get me another better car. I obviously had 3 seperate mechanical problems with 3 seperate junk cars and a refund is due.\n\nAlso, I made no money buy using these junk cars for XXXX. I paid an average of {$53.00} PER DAY for the rental car with the insurance PLUS {$25.00} per day in gas that these junk cars were excessively consuming. So i paid for the car, insurance and gas daily about {$80.00}. On an average day with XXXX  i would only make $ XXXX- {$75.00} in a 8 hour - 10 hour period. I was just working to pay the car, i never made any profit from this. i lost all the way around and i want a 100 % refund. You failed to protect me as a consumer in every way possible. Financially and safety wise. Your website says NO salvage / rebuilt title cars allowed. You failed to deliver as promised for a product that was not as described on your website, aside from all the other thing you have done wrong. I also just checked the XXXX website and the guy that rented me 3 junk cars has a partner that i remembered he told me about, and that partner has a car dealer and he has a bunch of junk / salvage /rebuilt title cars on the XXXX  website right now as i type this note. Im sure that on the XXXX website today atleast 55 % of all the cars on their platform are junk / rebuilt / salvage title. XXXX  must be audited by an independent company to confirm that they are not still doing this to innocent people that work hard for their money. They are putting profits before saftey and they are playing with fire. i want 100 % of my money back. I have also been warning people on other consumer websites and all over social media, XXXX  and XXXX  and all of the car related groups.\n\nNo matter what XXXX says they need to fully verify & validate each vehicles information that a person uploads onto their platform in order to protect the consumer. If they fail to do so they need to fully compensate the person that eneded up renting these junk cars at full price. The XXXX websites says : \" No Junk, Salavage Or Rebuilt Titles Allowed '' plain and simple. They should put a Warning Sign on their website that says : \" We sometimes mess up and allow people to upload their junk, salvage, rebuilt title cars on the platform where unaware consumers pay full price and risk serious injury. '' XXXX  keeps saying that i never reported any problems that i had with each car to them. Car # 1 broke in 2 weeks because the transmission broke. So i called the owner directly and told him the car broke. He said ok no problem I will upload a new car to XXXX  and i will put you in a new car. Car # 2 also had problems with the brake system and the car owner said again ok no problem I will upload a new car to XXXX and i will put you in a new car. Then Car # 3 broke when the tire exploded and had no spare tire or tire removal tools and again he said ok no problem I will upload a new car to XXXX  and i will put you in a new car. At this time i was NOT aware that each of these 3 cars were all junk, rebuilt, salvage titles. XXXX also failed to disclose this to me each time. Obviously each car had a problem. Obivously XXXX never did any verifications on each car. XXXX  always says to contact the car owner directly when there is a problem with the car. After all XXXX says they are only a platform, so what can they do for me if a car breaks? Nothing. The car owner said he has 10 cars i can choose from, so that was the fastest solution for me. The next step & the first step should have been for them to tell the car owner : \" sorry we cant accept your cars on our platform due to the invalid title that came up on our inspection ''.\n\nFor Car # 3 The XXXX XXXX On XX/XX/XXXX I Contacted the XXXX Claims Department because a person very lightly hit the mirror of the car i was driving. I got a police report from the Florida Highway Patrol ( Crash # XXXX  ) for the incident that happened XX/XX/XXXX. The estimated amount of damage was around {$100.00}. I also notified the car owner at the same time so he can contact XXXX and so he can work it out with the driver at fault and their insurance. He was going to pay for the replacement top cover of the drivers side mirror. That was the only cosmetic damage & it did not require a stay at the body shop. The mirror top was going to be painted and then installed. It took about 4 days from XX/XX/XXXX -XX/XX/XXXX for me to hear from the car owner because he said he was out of the country on vacation. The car owner was unavailable and was on vacation out of the country almost every weekend.\n\nAt this point and time during the Claims Process, the XXXX  claims department blocked me as a driver while they investigated everything on their end for this incident they said. After 2 or 3 days of me being blocked from renting, XXXX reinstated my ability to re rent the same vehicle, Car # 3 after everything was squared away with the other drivers insurance and the car owner and XXXX all at the same time.\n\nDURING THIS CLAIMS INVESTIGATION AROUND XX/XX/XXXX NO ONE FROM XXXX CHECKED OR FLAGGED THE VEHICLE FOR HAVING A REBUILT, SALVAGE, JUNK TITLE. THEY JUST LET ME RE RENT IT AGAIN. ONCE AGAIN THEY FAILED TO PROTECT ME.\n\nAlso, for Car # 3 The XXXX XXXX on about XX/XX/XXXX I did a chargeback request to my bank for {$51.00} for the day of XX/XX/XXXX because the car tire exploded while i was driving. The car had no spare tire in the trunk, no lug nut removal tool and no car jack to lift the car. It took me about 4 hours to resolve this tire problem on my own. I had been asking the car owner for several weeks before the tire blew up when was he going to buy new tires because they were looking bald and he would just delay and stall me for time with excuses.\n\nI lost this dispute on XX/XX/XXXX for {$51.00} ( Ally Bank Dispute # XXXXXXXX XXXX XXXX ) because i failed to properly fill out all the forms my bank requested on time because i was just too busy with alot of things going on at once. I felt that i should have recieved this credit for the mission i was put on. I had to push the car by myself on a saturday night as the sun was setting all by myself.\n\nBasically that same day the tire blew up I decided to no longer deal with XXXX  or the car or the car owner. I could no longer concentrate, focus or trust the vehicles that I had been given. I did not feel safe on the road anymore. I lost all faith and felt unsafe and unsure of using these cars that i was being given. I kept feeling worried and afraid that i would break down again in the middle of no where at night all by myself. I emailed XXXX  and the car owner that I would no longer be renting the vehicle and I instructed the car owner to pick up the car at my house. It took him about 4 days to pick up the car because he was out of the country on vacation once again.\n\nXXXX seems to not care or not understand that i did everything correct as a consumer. I followed all of the rules and i played fair. I was the one scammed here.\n\nXXXX also said that they immediately kicked out the car owner and his cars from the site once they were alerted. Yea, i was the one that had to investigate everything by myself and i am the one who brought this to XXXX attention after they first said that they did a full review and said that all the cars titles were good. I then showed them proof that each car was a junk title. Its incredible how i am the one being scammed here and i have had to do all of the work and show all of the proof that XXXX  never did. Its like if i am doing a better job then everyone that works at XXXX.\n\nI am the one that got scammed, i am the one that figured this whole mess out, I am the one having to provide proof of everything while XXXX wants to sit back and put the blame on me and say that i did not do things correctly.\n\nThey want to deny my refund because they say : \" The consumer claims to have been put in danger, however they chose to continue with the rental, and continue making extensions with the rental. '' Well if i would have known that each car was a junk car i would of never of rented it or used it.\n\nXXXX XXXX says that i should of done this or done that, but they did zero to protect me.\n\nI called XXXX on XX/XX/XXXX to speak to a manager about my case. They told me on XX/XX/XXXX that a manager would call me back on XX/XX/XXXX. Mid day on XX/XX/XXXX XXXX still had not called me back, so i called them, the customer service rep said hold on one second while i find a manager, 2 minutes later the rep hung up on me, i called back the XXXX number and they have blocked my phone number from being able to call their XXXX  number for customer service.\n\nThis company is up to no good. Mid XXXX of XX/XX/XXXX I tried to contact at XXXX : XXXX XXXX. Phone : XXXX to let him know about my case. i got this number from the XXXX report. I called the # and this number i am still able to reach but it is just a recording that goes to an answering machine that no one answers or responds to. I will keep the XXXX updated on if they block me from this # as well.\n\nI have attached a snap shot of the video & The Video Link to watch the video that shows and plays the recording of me calling the XXXX  XXXX  customer service number on XX/XX/XXXX at XXXX and it says that I am still blocked from being able to call them and then it hangs up on me.\n\nWatch The Video of this on XXXX  : XXXX XXXX XXXX I also ask that XXXX provide & release evidence of all phone records & logs, email communications and recorded phone conversations regarding my account from every single conversation they have had with me. You will hear in these phone conversations the frustration & pain in my voice and the feeling of overwhelming confusion and mental & emotional abuse that I endured while everyone at XXXX played games with me, gave me the wrong information and did sneaky things & lied every single time to try to get rid of me and at the same time try to sweep everything under the rug. All of this abuse took place while I was genuinely trying to resolve everything in good faith with them.\n\nI have heard 5 different reasons & have as evidence & it is documented from 5 different people at XXXX  as to why they did not want to honor my refund, while at the same time no one addressed my concerns.\n\nI have also contacted and reporting eveything that XXXX  has been doing to the SEC ( U.S. Securities & Exchange Commission ) online via the investor compalint form. CASE NUMBER : XXXX.   Their stock symbol is XXXX. i feel that their stockholders and board members and others would like to know that XXXX daily profits involve lying to consumers and the rental of illegal unsafe vehicles to the public with no disclosure.\n\nI RETURNED THE LAST RENTAL ON XX/XX/XXXX. I LET XXXX KNOW ABOUT THESE JUNK, SALVAGE, REBUILT TITLE CARS ON 8/21/18 IMMEDIATELY AFTER I FOUND OUT ABOUT ALL OF THIS BY LUCK WHEN I WAS LOOKING AROUND THE XXXX   WEBSITE ONXX/XX/XXXX BECAUSE I WAS INTERESTED IN BUYING A CAR AND PUTTING IT FOR RENT ON THE XXXX  WEBSITE PLATFORM SO OTHERS COULD RENT IT FROM ME.\n\nI THEN WENT TO THEIR CAR INSURANCE & REGISTRATION SECTION TO READ MORE DETAILS & I SAW IT SAID : \" NO REBUILT OR SALVAGE TITLES ALLOWED ON XXXX. I THEN WENT TO THE TAB FOR MY PAST CAR RENTALS AND I WAS LOOKING AT THE YEAR, MAKES AND MODELS OF THE CARS I HAD RENTED.\n\nI THEN SAW THE VIN NUMBERS & SOMETHING INSIDE ME TOLD ME TO XXXX : HOW TO CHECK A CAR VIN NUMBER FOR FREE ONLINE & THE FLORIDA DEPARTMENT OF MOTOR VEHICLES, VEHICLE INFORMATION CHECK WEBSITE CAME UP.\n\nI ENTERED THE VIN NUMBER FOR 1 CAR IN THE SYSTEM AND I COULD NOT BELIEVE WHAT IT SAID : \" REBUILT/SALVAGE TITLE ''.\n\nMY FACE TURNED RED AND I COULDNT BELIEVE IT. I THEN ENTERED THE OTHER 2 VIN NUMBERS AND THEY WERE ALL THE SAME JUNK AS WELL.\n\nI WAS VERY UPSET & I IMMEDIATLEY CALLED XXXX & EMAILED THEM WITH MY FINDINGS AND THATS WHEN THIS WHOLE PROCESS BEGAN ON XX/XX/XXXX OF XXXX LYING TO ME AND GIVING ME THE RUN AROUND AND MISDIRECTING ME, ETC.\n\nXXXX is complaining that i took about 50 days after i returned the last vehicle to reach out for a refund. I would of reached out & made the same complaints & refund requests wheather i would of found out about this within 1 day or 1 year of having returned the last rental.\n\nI was lucky to even be able to find out about this whole mess, cover up & misdirection that XXXX put me through with these junk, salvage, rebuilt titles.\n\nXXXX  & their Insurance company & The XXXX Claims Department failed to pick up on this scam as it was happening to me live in real time. And it happened with 3 cars in a row. And plus they let me re rent the same car after i was blocked as a driver for the incident on XX/XX/XXXX without disclosing anything to me.\n\nAnd there is no excuse for the way XXXX treated me or handled this incident once i brought it to their attention. Their repeated lies, misdirection & total ignorance to this serious problem leads me to believe that they totally knew about this from the beginning & that they have done this in the past & will continue to do this to unsuspecting victims such as myself in the future. XXXX has to have a network/computer security team in their back office that has some sort of computer program that flags these cars on their platforms once it runs the VIN # s.\n\nI have tried over and over again from the beginning with XXXX to try and resolve this in good faith but even up till now they are just giving me the run around and there is no excuse for it.\n\nXXXX  did fraud on me, gave me an unsafe vehicle, gave me a poor quality product that was not as described, they failed to protect me as a consumer, they failed to properly inspect, confirm & certify the products they allow on their platform & they never disclosed anything to me.","date_sent_to_company":"2019-01-22T19:03:42.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33193","tags":null,"has_narrative":true,"complaint_id":"3130534","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2019-01-22T17:10:03.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XXXX has to have a network/computer <em>security</em> team in their back <em>office</em> that has some sort of computer program that flags these cars on their platforms once it runs the VIN # s.\n\nI have tried <em>over</em> and <em>over</em> again from the beginning with XXXX to try and resolve this in good faith but even up till now they are just giving me the run around and there is no excuse for it."]},"sort":[5.187021,"3130534"]},{"_index":"complaint-public-v1","_id":"2567168","_score":4.1575193,"_source":{"product":"Mortgage","complaint_what_happened":"Additional Complaint Addendum TO - XXXX XXXX XXXX XXXX XXXX XXXX ( Main Office ). XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX Under NJ Rev Stat 2A:50-56 ( 2016 ) P. 11 - ( 11 ) the name and address of the lender and the telephone number of a representative of the lender whom the debtor may contact if the debtor disagrees with the lender 's assertion that a default has occurred or the correctness of the mortgage lender 's calculation of the amount required to cure the default.\n<P/>\nThe New Jersey Courts required Ocwen Loan Servicing to refile the Notice of Intent to Foreclose with the True and Correct name and address of the Said Lender. Ocwen resubmitted the the requested document and Claimed the lender was XXXX XXXX XXXX XXXX XXXX XXXX NY.\n<P/>\nI Sent a Formal Complaint to the address and after a number of Attempts by the USPS the Item Was Delivered. We also stipulated that if they did not reply that we would Rescind the mortgage and nullify the Contract. It has been over 3 Years since the attempt to communicate with the Lender as stated on the Notice of Intent to foreclose by NJ LAW 2A:50-56.\n<P/>\nIn the Last week I have contacted the CFPB and made a number of Complaints including Complaint numbers XXXX ( OCWEN ), XXXX ( XXXX XXXX ) and XXXX ( XXXX XXXX XXXX ).\n<P/>\nOn XX/XX/XXXX The CFPB Formal requested the Answer from the our complaint, The Company responded the complaint does not belong to them. ( XXXX XXXX XXXX ) NOTICE OF INTENT TO FORECLOSE STATED THAT THE LENDER WAS XXXX XXXX XXXX XXXX XXXX NY - THUS THIS COMPLAINT SHALL ALSO BE ISSUED TO THEM AS THIS IS A LEGAL REQUIREMENT IF XXXX XXXX XXXX COME BACK AND CLAIM THEY ARE NOT THE LENDER THEN OCWEN HAS COMMITTED FRAUD AND DECEPTION ANLONG WITH UNDER LAW OFFICES AND XXXX XXXX XXXX WE HAVE NOT BEEN ABLE TO DISCUSS OUR ISSUES WITH THE SERVICER WITH THE LENDER AS REQUIRED BY LAW.\n<P/>\nI XXXX XXXX, of XXXX XXXX XXXX XXXX, New Jersey along with my Daughter as Trustee to my financial estate and whom holds full power of attorney, hereby serves you notice of the following complaint [ s ].\n<P/>\nI XXXX XXXX on this day, XX/XX/XXXXhereby request for Ocwen known as the Servicer, and XXXX XXXX as said Lender to examine and respond to all complaints, under the Fair Foreclosure Act, and any other acts including Municipal, Federal and state laws of New Jersey, Florida and New York.\n<P/>\nWhilst this complaint is under investigation and the time given to respond ; you are requested to post a moratorium of foreclosure and delay any activity with any sheriff sale until further notice. ( Currently set forXX/XX/XXXX ) As previously noted in past communications any such delay, failure or other attempt to ignore these complaints shall accelerate any actions prepared. Additionally, The CFPB and other Agencies have duly been notified. A copy of this communication has been submitted into evidence with these said agencies.\n<P/>\nThis Complaint also is Against XXXX XXXX XXXX and its Activities on your behalf. We would like to let [ ocwen ] you know we have already filed Complaints against your counsel with the New Jersey Bar. Once all legal proceedings and foreclosure activities are terminated, an Investigation will be conducted independently by the New Jersey bar Association. As such, any replies via XXXX will be deemed tainted and a conflict of interest.\n<P/>\nCOMPLAINT One ( 1 ) : XXXX Forced Place Insurance.\n<P/>\nWe would like a full investigation, and either a Reduction of costs with regards to forced placed Insurance. In addition to, the consistently increasing cost of insurance that does not cover or replace anything with the property in question. You were requested for an amount that is said to be distributed to XXXX However you have failed to properly disclose if the funds were properly transferred and used for Insurance purposes.\n<P/><P/><P/>\nWe have previously requested help from the insurance company and were denied. However, when we approached an independent insurance agency they said you had received a distribution? - However this was not distributed to the homeowner ; why, and to whom?\n<P/>\nFurthermore due to the continuing escalation of the problems faced after Hurricane XXXX the Roof and Guttering and areas around the house, including the Garage have completely collapsed.\n<P/>\nThe Roofing Shingles have completely been blown away / stripped off the roof, 90 % occurred from Hurricane XXXX yet even though we felt the full force, you claim that we were not in an area that was affected. This has caused continuous leaks in various parts of the house. Including the collapse of the hallway ceiling, in which we have already fixed and replaced ourselves.\n<P/>\nYou have put us in a position where we can not obtain 3rd party insurance because of the problems that already exist which your insurance company does not want to fix. As such we have given up discussing anything with the Insurance Company over the last 5 years, as they are useless and uncaring.\n<P/>\nInXX/XX/XXXX a summer storm destroyed a Kitchen Skylight, which leaked and fell into the home, as homeowner I hired a private contractor and filled the gap left by the collapsing skylight, the leak created cracks in the Ceiling and still have yet to be repaired.\n<P/>\nThe Insurance Company said they were not prepared to pay for the issue, because the Fix had already taken place. Under the circumstances it was either that or have a giant hole allowing the elements to run wild inside the house. Yet for some reason a 3rd party insurance system claimed the funds were distributed anyway ( see other complaint ) So the question is why should you have the ability to claim the Insurance charges if they do not provide a service to repair any issues at hand? You have previously chosen a sister company that fails to provide any service and yet charge up to 3 times as much? - Possible Criminal Activity.\n<P/>\nAs you have not provided any repairs to the house, resulting in the value to be sharply affected, you [ Ocwen ] and XXXX / XXXX XXXX XXXX XXXX have failed to provide any service or return. Thus we would either request for you to fully repair items that are wrong to be fixed and replaced, thus putting the home into livable and economic prosperity.\n<P/>\nAs you [ Ocwen ] are claiming that we owe the costs of insurance [ XXXX et all ], and if we come to an agreement to modify the mortgage, then in your minds eye we have been [ already ] charged for the service in question.\n<P/>\nFurthermore the homeowner never received any payout from the class action lawsuit filed against Ocwen, XXXX et al ; Case No. XXXX Thus in all aspects you still owe 12.5 % of all funds being requested.\n<P/><P/>\nHowever If you fail to repair, replace and finally get someone to fix those issues then we request 100 % of those funds and charges to be removed. We should not be liable for payment and accept the charges for nothing being done. One has to receive a product or service. Thus you and your insurance company are proceeding to partake in theft, you have received money ( via escrow ) to pay XXXX and others, for them to do nothing when required COMPLAINT TWO ( 2 ) : Intentionally Delayed Court Actions.\n<P/>\nDuring the 7 year battle within the New Jersey court system at least 3 of those years were beyond the control of the homeowner. Ocwens legal agent and Representative XXXX XXXX XXXX intentionally sat on their hands for over three years. They continued to do nothing. There was such a delay even the court responded with the threat and action of dismissing the case.\n<P/>\nDuring the period of legal recourse it is the responsibility of the Plaintiff [ which you claim to have been ] ; that indeed the plaintiff had no activity and the court sent many warnings over this time. Failing to respond, the court dismissed the case Due to Lack of prosecution not once byt twice twice. XXXX XXXX XXXX then had to file motions and send representatives to court on multiple occasions increasing legal fees, unnecessarily a burden upon the homeowner. The defendant lost time from work, overtime and caused undue stress.\n<P/>\nIf you would have acted properly and on time, we would have never had to go through such action. This was not the only occurrence it happened twice. With one being completely dismissed, resulting in a request to reinstatement.\n<P/>\nPlease tell us why we should pay for any of the legal costs, if you or your legal team were not even prepared to take action throughout all these years? We had to spend our time, effort, money and health waiting for you to just answer simple questions and take appropriate actions.\n<P/><P/>\nCOMPLAINT THREE ( 3 ) : QUESTIONABLE OCWEN EMPLOYEE ACTIVITY We further wish to complain that you are allowing and accepting your employees to freely give insider information and help foreclosure attorneys. Such as the Use of an Employee called XXXX XXXX XXXX She had worked at your Florida Office then Moved to the Offices of XXXX XXXX.\n<P/>\nWe have transcripts from a conversation between ourselves anXXXX XXXX holder admitting she worked for them. What makes matters worse is that she was involved with our own account. We believe this is a conflict of interest.\n<P/>\nAs such you are now fully aware of this happening, You had freely supplied her name and information during the discovery process, and we have enough evidence to move a complaint in criminal court.\n<P/><P/>\nHowever we could come up with an amicable solution. If you work with us on a modification that 's workable and sustainable, under terms agreed by both sides, by virtue of examining any counter offer.\n<P/>\nYou are claiming that we owe a total of XXXX Thousand dollars as of this date, for a property valued at just over XXXX  Thousand* in good condition. The Market for this house in this area is between 98 and 110 Thousand in current condition, and lets be realistic here, no one with any right mind, investor or not, will be willing to spend the XXXX  Thousand minimum you are asking at Auction and spend another XXXX  Thousand fixing it.\n<P/>\nIf you fail to agree to at least examine any counter offer from US then we reserve the right to continue legal action against Ocwen and XXXX for the foreseeable future either through Criminal, Bankruptcy ( Federal Court ) / and the filing of a separate civil case of Wrongful Foreclosure. This could take years and an additional half a million in costs. This would be a grand total of about 1 Million in losses. As a stock holder I would love to see how fellow stock holders would view this. I would be willing to write and publish an open letter to all stock holders claiming you would rather spend XXXX Million Dollars fighting for a XXXX thousand property.\n<P/>\nNOTE : This would be public knowledge and of public record. This occurrence will be a negative reflection on the title, thus any purchaser considering obtaining a title search shall see such activity and will fail to even agree to any sale above $ 100k. Thus it would be better for you to agree to fixing the issues and reducing the amount owed. Cleaning up the problem and apologizing for allowing your staff and legal representation to corrupt the course of justice, especially after you rehired XXXX XXXX a few years later.\n<P/><P/>\nCOMPLAINT FOUR ( 4 ) Improper Actions with XXXX XXXX XXXX  The Forced and Faked Modification If you check your records, that 's if you have been keeping them up to date, you should be in receipt of a Cease and Desist order from us, as you had filed one against us prior. This swap of C & Ds are all concerning a set of emails from one of your representatives communicating with XXXX XXXX XXXX along with being ccd to myself and my daughter XXXX.\n<P/>\nWe responded by asking what modification? ; as we had not signed any declaration, nor attempted to signal any intention to modify at that time, As we were still in litigation.\n<P/>\nIt also said that you had received payment for the first deposit, yet we had no idea of the existence of such modification and clearly did not set up any type of modification payment plan during this period of time.\n<P/>\nWe would like a proper investigation, and explanation of why you and XXXX/Ocwen tried to commit a criminal action, forgery, deposit and got caught doing so. We would like you to find out why your Legal team is clearly faking information for the benefit of your company. We hold the evidence and we have the emails, so you should either work out a favorable solution or if you take further foreclosure action we will start a criminal case against you.\n<P/>\nIf we are not satisfied by the outcome of this Complaint will be proceed to file Criminal Court complaints, if you do not properly investigate the contents of this communication. The statute of limitations starts when you proceed with this foreclosure. On an Additional note ; We have already been given the go ahead by the New Jersey Civil Court System that this is a criminal action and would have to file it within the criminal justice system. So we Request you take this complaint Seriously.\n<P/><P/><P/><P/><P/>\nOur question to you is do you want us to conduct such activities On XX/XX/XXXX Followed by a wrongful foreclosure civil case and a Federal Bankruptcy case do go along side it. We have the Case Information Statements and fees on standby. Its your call We also know the Names, Dates, Times and places so Discovery wont be too burdensome on your behalf.\n<P/>\nCOMPLAINT FIVE ( 5 ) NON-RESPONSE From Lender XXXX to QWR of NOI The New Jersey Courts requested a proper Second updated Legal notice of Intent to foreclose. The Lender as stated on the Notice of Intent [ NOI } was Contacted via a QWR ( Qualified Written Request ) within the permitted dates allowed by law, as of this date there has been zero contact from the Lender in due course.\n<P/>\nAs a part of this complaint filed under all statutes of the Fair Foreclosure Act and the Fair Debt Collection Practice Act, Both at Federal and all statute laws of New Jersey ( Homeowner ), Florida ( Ocwen ) and New York ( XXXX ) ; we once again issue this complaint as an additional QWR written request for a full and valid reply from XXXX XXXX XXXX, titled as lender, on the qualified Intent to Foreclose or XXXX XXXX XXXX XXXX XXXX XXXX We ( as consumer and customer ) - have the right to demand that we have direct communication with the Lender, especially if we have problems and issues with the Servicer [ Ocwen ], so please provide within 14 days the Name and Contact address, Telephone Number, Fax Number and Email Address of the Bank.\n<P/>\nIf you can not provide a qualified response as per the Notice of Intent to Foreclose and admit the information you published is wrong, please let the court and the Sheriff of XXXX County know you either made a mistake in completing the Notice Of Intent and that you admit that we [ Homeowner ] were disenfranchised.\n<P/>\nThat 's the most honorable thing you can do right now. We could then Go back into court assisted Mediation and sort out this problem.\n<P/>\nIf you can not obtain the requested information of the XXXX  as the Lender, please consider this complaint a part of the legal requirement for you to provide the following information : 1 ) The Physical Address details of the Contact within XXXX.\n2 ) Account number of our Account at XXXX XXXX, 3 ) Location of the account and which officer looks after the account.\n4 ) Who our contact is at XXXX XXXX Name, Department and Location 5 ) What is the XXXX Agents Contact details, Telephone, Fax and Email With these Details we should solve the situation rapidly. Instead of heading back to court for Wrongful foreclosure, which we promise we will file in any attempt to proceed with the continuing foreclosure.\n<P/>\n* The Notice of Intent to foreclose gives the homeowner the right to communicate and resolve any issue, thus we have an issue with Ocwen, its legal Representation and the Bank itself. You are already in receipt of the original letter sent to all parties, if you ignored or lost that letter we recommend investigating your attorney as they received a copy as well.\n<P/><P/>\nWe actively communicated with the Lender via the information provided and no response was forthcoming. We reached out to you to provide a go between to the Lender and for them to communicate with us in due course, as a courtesy we would gladly give you an additional 31 days to communicate with XXXX XXXX to obtain a certified letter/ response. We request a certified response from XXXX XXXX within 45 Days from Receipt of this certified communication. ( XX/XX/XXXX ).\n<P/>\nEveryone knows how Loan Securities work now, its no secret and the Bank is n't at a loss in CASH, So as trustee XXXX also has the ability to decided and tell you [ Ocwen ] what you can do, as they hold the power to adjust the rates, costs, prices and values. They also have the ability to forgive any past debts especially in actions like this.\n<P/>\nWe are not looking for a free house we are looking for a mortgage that is true to the real value, not the exuberant and vastly increased total of nearly Half a Million US Dollars. caused by your negligence and activity, which started by not accepting a single late payment of less than {$200.00} COMPLAINT SIX ( 6 ) Miscellaneous and Erroneous fees, Service Fees and Interest It has come to our attention that you are charging fees on a regular and ad hoc basis, where as you are charging for services such-as maintenance. Yet the house is occupied and in use, so there is no way you or a 3rd party can be actively doing maintenance on the property, as there has been a person located at the property for the last 28 years and no outside entity has conducted such maintenance to occur.\n<P/>\nIn particular in the recent invoice a {$510.00} Dollar Charge consisting of XXXX Maintenance charge, there has been no activity that permits such charges.\n<P/>\nWe would like for you to examine and provide proof that shows every single debit charge\nthat has a 3rd Party attached on the account and that those charges have truly been completed, transferred and actually obtained for the reason of the charges between the dates of inception of this Mortgage. <P/> If you can not provide the Evidence that all 3rd Party / Extended charges have been completed as required, then We claim that some of those charges are misleading and abusive in nature. <P/><P/><P/> COMPLAINT Seven ( 7\n) XXXX Foreclosure Moratorium During the course of the court action XXXX XXXX promised to conduct a moratorium of all foreclosures that the bank had interest in. This was published in the Filling of their SEC Report in XX/XX/XXXX.\n<P/>\nMore Information can be found in the many pages online at the following URL : Search : XXXX XXXX XXXX XXXX XXXX XXXX The Issue is during this time you continued to proceed with the foreclosure and legal activity. Thus we would like to know if XXXX XXXX had any interest in our Home and the case at bar, and why you did not proceed with following their wishes which were made public?\n<P/>\nDid Ocwen look the other way about this situation? Did your attorney not follow XXXX wishes? If you claim that the moratorium did not qualify for our loan you then clearly admit that XXXX has no Interest in this mortgage ; thus Not the Lender? Is this what you are saying? Thus you are conducting a wrongful Foreclosure.\n<P/>\nComplaint Eight ( 8 ) Abusive Photographers and Trespassing There have been a few close calls with our family and the photographers you use to take monthly images and examinations. one occurrence 2 years ago, my Grandson was playing outside under the trees when we noticed someone stopped out front taking pictures, as you may be aware it is illegal to take photos of minors without permission anywhere, you have to obtain parental consent which we do not.\n<P/>\nOn approach he gets into his car ( silver ) and then approaches the driveway ( Trespassing Occurred at this point ), he became agitated and abusive, swearing for us to get out of the way, and that he was acting for OCWEN. I went inside to get my daughters phone to attempt to video him, he said Oh what you going to put that up on XXXX XXXX are you? and drove off at speed.\n<P/>\nThe other time my daughter had approached the vehicle that was parked in our driveway blocking her exit, and we said we do not give you permission to enter the grounds and that they were trespassing, and once again the communication was profoundly expletive.\n<P/>\nAs such we decided to put up cameras this year to make sure if it happens again and we catch them, we will call the authorities. We consider this harassment, and also attempting to photograph minors without consent is criminal, which you are paying for.\n<P/>\nIn a separate incident more recently at least 2 members of the public have attempted to examine the house driving up the driveway and attempting to look around. Please note if further activities continue, we will consider you accepting these occurrences as acceptable ; thus by virtue allowing and supporting further harassment.\n<P/><P/>\nCLOSING Comments Whilst this complaint is under investigation and the time given to respond you are requested to post a moratorium of this foreclosure sale. We request you to delay activity with any sheriff sale until further notice. If you do not delay the current foreclosure sale and n\notify the homeowner byXX/XX/XXXX, we will prepare to file legal paperwork for Wrongful Foreclosure and we will also file Criminal Charges with the local and state Police Departments ( Fraud Division ). <P/>\nFailure to respond to all complaints set here in, or ignoring this communication in full or in part and Failure to respond to all requirements as protected under all such applicable laws including contractual law shall be a breach of contract.\n<P/><P/>\nDates : [ ] You [ Ocwen ] hereby agree to forfeit all claims and contracts If no Action and Reply is forthcoming Certified by USPS ByXX/XX/XXXXthis will automatically be enacted on XX/XX/XXXX. <P/><P/><P/> [ ] This communication / Complaint is being mailed on XX/XX/XXXX - Overnight. <P/><P/> [ ] Ocwen ( You ) shall receive it on the Afternoon of XX/XX/XXXX [ ] You have up to XX/XX/XXXX to stop any foreclosure activity If you require additional time to conduct your investigation You may be\ngranted additional time for both internal and external investigations only on receipt of a USPS Certified Letter of your activity postmarked Prior to XXXXXX/XX/XXXX.\n<P/><P/>\n[ ] If no action is taken by Ocwen and/or XXXX By XX/XX/XXXX, The Homeowner Rescinds the mortgage and claim you have purposely removed yourselves from the contract, you will have no right to continue a foreclosure proceeding beyond this date.\n<P/><P/>\n[ ] If you agree to investigate and delay the Foreclosure sale you have up toXX/XX/XXXX for Ocwen to Fully Respond to these Complaints in writing. Please note phone calls or emails are not permitted. Only USPS Certified mail will be accepted.\n<P/><P/>\n[ ] If you need Further time you must also contact the Homeowner ( SEVEN ) 7 Days before the Date of any future foreclosure sale, you have the ability to change the date as many times as you so wish to provide the best possible information and proper investigation.\n<P/><P/>\n[ ] Once you have conducted a thorough investigation and the homeowner has received communication from XXXX we will consider this an acceptable outcome. Once we have had the chance to speak to a representative at XXXX XXXX as the said Lender, then we can formally file the Complaint with the Lender and not the Servicer applicable by federal law, we shall then request to hold Mediation in XXXX  New Jersey [ ] We Also Require by XX/XX/XXXX - that you have sent a copy of this complaint to XXXX XXXX and show proof by CCing the Communication to the Homeowner of what you Send { OCWEN }. And wait for a Full reply from XXXX XXXX, if you receive a reply that you shall send the Unedited copy stamped when you received this communication from XXXX to the Homeowner Continued ..\n<P/><P/><P/><P/>\nNOTES and other comments.\n<P/>\nNote : This Communication has also been sent via USPS Certified mailing to the original sender, sealed and secured as Evidence in any further dispute.\n<P/><P/>\nNote : We are willing to go to the press and media, we have already been contacted by a few who are interested and wish to run a story. However we have held off until you attempt to foreclose without fixing all issues at hand.\n<P/><P/>\nNote : You are publicizing that you are conducting a Summer\nof Help and Hope, please show us that you mean it by acting in good faith and do as your slogan says Helping Homeowners is what you do. <P/><P/> Note : Furthermore Oc\nwen announced it would sell its mortgage servicing rights to XXXX XXXX XXXX XXXX, a wholly owned subsidiary of XXXX. The sale, which includes {$110.00} billion in unpaid principal balance, we would like clarification with a ) did you [ ocwen ] as a part of that sale included any of the interest in this loan and b ) if you did include the sale of rights to this loan, then when did this occur? To continue to act as the servicer you must provide details that this account is still under the contract with Ocwen Loan Servicing and not another party.\n<P/><P/>\nATTACHED DOCUMENT : THE ORIGIONAL mailing of complaints active","date_sent_to_company":"2017-07-12T16:12:43.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"08037","tags":null,"has_narrative":true,"complaint_id":"2567168","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2017-07-07T03:05:54.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<P/><P/>\nCOMPLAINT THREE ( 3 ) : QUESTIONABLE OCWEN EMPLOYEE ACTIVITY We further wish to complain that you are allowing and accepting your employees to freely give insider information and <em>help</em> foreclosure attorneys. Such as the Use of an Employee called XXXX XXXX XXXX She had worked at your Florida <em>Office</em> then Moved to the Offices of XXXX XXXX.\n<P/>\nWe have transcripts from a conversation between ourselves anXXXX XXXX holder admitting she worked for them."]},"sort":[4.1575193,"2567168"]},{"_index":"complaint-public-v1","_id":"21861416","_score":4.0350842,"_source":{"product":"Credit card","complaint_what_happened":"FORMAL DISPUTE, FRAUD CLAIM, AND NOTICE OF REGULATORY ESCALATION Unauthorized Balance Transfer and Associated Fees I am writing to formally dispute an unauthorized balance transfer in the amount of {$17000.00}, along with an associated transaction fee of {$690.00}, posted to my credit card account ending in XXXX. \n\nThis transaction was not authorized by me, occurred without my knowledge or consent, and took place during a documented XXXX  XXXX attack and coordinated fraud attempt targeting my accounts. \n\nThe funds were transferred to an XXXX XXXX issued by XXXX XXXX ( account ending in XXXX ), with which I have no affiliation and no corresponding account on my credit reports ( see XXXX  XXXX ). \n\nI am also formally disputing the handling of my claim, which has now been closed multiple times without explanation, without evidence review, and while I was actively attempting to submit documentation. \n\nXXXX. CONTEXT : COORDINATED FRAUD PATTERN Beginning XX/XX/XXXX, I was subjected to a large-scale spam attack, coinciding with repeated fraudulent attempts to transfer funds to external Apple Card accounts : XXXX XXXX XXXX XXXX XXXX XXXX in XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX in XXXX ) This demonstrates a persistent and evolving fraud attempt, not an isolated event. \n\nXXXX. CRITICAL FACTS ESTABLISHING FRAUD I have never conducted a balance transfer of this magnitude and any transfers I have done recently have been to pay off my Bank of America cards I have no relationship with either account ( XXXX or XXXX ) Neither account appears on my credit reports ( Exhibit XXXX ) No new accounts or inquiries exist I have never carried a balance remotely approaching {$17000.00} Most critically : A fraudulent balance transfer attempt on XX/XX/XXXX was made using a newly reissued card that had not been opened, accessed, or activated by me. \nThis confirms the activity was not initiated by me and could not have been authorized through normal account access. \n\nDetailed Chronological Timeline of Events XX/XX/XXXX Spam Bombing Attack Begins/ Credit Bureaus Frozen On XX/XX/XXXX, I began experiencing what appeared to be a coordinated spam bombing attack against my email account. I was receiving an overwhelming volume of spam emails, which appeared designed to obscure legitimate communications and interfere with my ability to monitor account activity. \n\nIn response, I immediately took protective action and froze my accounts with all three major credit bureaus. \n\nSupporting XXXX  : XXXX  XXXX Credit Bureau Freeze Confirmations XX/XX/XXXX IT Security Review/ Password and Account Protection On XX/XX/XXXX, I contacted my IT department and explained that I was being targeted by a spam bombing attack. My IT department advised me on immediate steps to secure my accounts and helped me implement spam filters until the attack stopped. He also permanently deleted the spam emails from XX/XX/XXXX while he was working on my account hence no XX/XX/XXXX email evidence. To be clear, we did a THOROUGH review of the emails to find any suspicious emails or transaction alerts before doing so. \n\nHe can be contacted at : XXXX : XXXX to corroborate. \n\nPer his suggestion, I also checked XXXX Password Checkup and XXXX Password Security to determine whether any of my passwords had been involved in a security breach. Some passwords were flagged as compromised, but based on the available information, my Bank of America credentials were not identified as compromised. \n\nI changed the compromised passwords and continued monitoring my accounts closely. \n\nSupporting Exhibit : XXXX  XXXX IT Security Measures email request XXXX  XXXX Sworn Declaration of whereabouts ( XX/XX/XXXX ) XX/XX/XXXX Unauthorized Balance Transfer Posts WITH NO FRAUD ALERT On XX/XX/XXXX, an unauthorized balance transfer in the amount of {$17000.00} was processed on my Bank of America credit card account ending in XXXX. A related transaction fee of {$690.00} was also charged. \n\nThe transfer was made to XXXX XXXX XXXX XXXX Bank, account ending in XXXX. \nI did not authorize this transaction. I have no affiliation with this XXXX XXXX account, and no such card or corresponding account appears on my credit reports. \n\nMost concerning, I received no fraud alert, text message, email notification, or verification request for this large and highly unusual transaction. \n\nSupporting Exhibit : XXXX  XXXX Account Statement Showing Unauthorized Balance Transfer and Transaction Fee XX/XX/XXXX Fraud Alerts Received for Attempted Transfers to XXXX XXXX Ending in XXXX XXXX XXXX, I received a text message from Bank of America XXXX XXXX XXXX stating that a balance transfer had been attempted to XXXX XXXX XXXX XXXX XXXX, account ending in XXXX. I was taking my children to school at the time. \nXXXX XXXX, I received another fraud notification regarding attempted activity. I responded NO to confirm that I did not authorize the attempted balance transfer. \n\nI immediately called Bank of America to cancel the card and report that I was being targeted. I specifically informed the representative that I had been experiencing spam bombing attacks and that I believed someone was actively attempting to defraud me. \n\nDuring this call, no one informed me that an unauthorized {$17000.00} balance transfer had already been charged the day before, on XX/XX/XXXX, to the same XXXX XXXX account ending in XXXX. The representative did not mention any suspicious transactions or connect the XX/XX/XXXX attempted transfer alerts to the XX/XX/XXXX transaction. \n\nThis is one of the most troubling facts : Bank of America sent alerts for attempted transfers on XX/XX/XXXX, but did not send any alert for the larger transfer that actually went through on XX/XX/XXXX. \n\nSupporting Exhibits : XXXX  XXXX Screenshot of XX/XX/XXXX, XXXX XXXX  Fraud Alert Text Referencing Apple Card Ending in XXXX Exhibit XXXX Screenshot of XX/XX/XXXX, XXXX XXXX  Fraud Alert and NO Response XX/XX/XXXX Unauthorized Charges Discovered / Card Canceled and Reissued On XX/XX/XXXX, I checked my Bank of America accounts and saw that the balance on my card ending in XXXX was over {$20000.00}. \n\nI then discovered two unauthorized charges that had posted on XX/XX/XXXX : {$17000.00} unauthorized balance transfer {$690.00} transaction fee These charges were connected to the unauthorized balance transfer to : Transaction Type : Balance Transfers Offer ID : XXXX Reference number : XXXX Merchant Name : Balance Transfer Apple CA I immediately contacted Bank of America. I explained that I did not authorize the transaction, that I had already reported suspicious activity on XX/XX/XXXX, and that I had been experiencing spam bombing attacks. \nBank of America canceled my card and sent a replacement card. I was told that I would need to complete and return a letter that would be sent to me, and that I needed to return it within 10 days. \n\nSupporting Exhibit : XXXX  XXXX Account Snapshot Showing Unauthorized Charges XX/XX/XXXX Credit Reports Reviewed / No Matching Accounts or Balances I logged into my credit reports ( all three bureaus ) to confirm whether any new accounts had been opened in my name. \n\nThe reports showed : No new accounts opened in my name No new inquiries No XXXX XXXX XXXX XXXX account ending in XXXX No XXXX XXXX XXXXXXXX XXXX account ending in XXXX No outside credit card balances large enough to justify a balance transfer of this size I have been carrying low balances outside of Bank of America for a long time. Nothing in my credit reports supports or explains a transfer of this amount. \n\nSupporting Exhibit : XXXX  XXXX Credit Reports Showing No Matching Apple Card Accounts, No New Accounts, No Inquiries, and No Balances Supporting the Transfer XX/XX/XXXX FTC Identity Theft Report Filed On XX/XX/XXXX, I filed an identity theft report with the Federal Trade Commission. \n\nThis report was filed because the unauthorized balance transfer, spam bombing attack, and repeated attempted transfers strongly indicated that I was the victim of coordinated identity theft and fraud. \n\nSupporting Exhibit : XXXX  XXXX FTC Identity Theft Report XX/XX/XXXX Police Report Filed With XXXX XXXX XXXX XXXX Department On XX/XX/XXXX, I filed a police report with the XXXX XXXX XXXX XXXX Department, XXXX XXXX XXXX. \n\nAn officer came to my home, and I showed him the information and documentation I had gathered, including the suspicious activity, the spam attack, and the fraudulent balance transfer. \n\nSupporting Exhibit : XXXX  XXXX Police Report XX/XX/XXXX Bank of America Claim Closed Before Evidence Was Submitted By XX/XX/XXXX, I had not received the letter in the mail that Bank of America told me would be sent after my XX/XX/XXXX call. I also had not received a temporary credit for the fraudulent transaction that was promised on XX/XX/XXXX. \n\nI called Bank of America again. The representative placed me on hold for a long time and stated that I should have received my credit by then. \n\nDuring this call, I was told that my claim had been closed, even though I had not submitted my evidence yet and had not received the letter I had been told to expect. \n\nThe representative reopened or reissued the claim and stated that I should receive the letter shortly. She also told me that I would have to return the letter within 10 days of receiving it, not 10 days from the claim date. This was confusing because I had previously been told I had 10 days, but I had not yet received anything that would allow me to submit my documentation properly. \n\nThis was the first point at which it became clear that my claim was being handled inconsistently and possibly closed without a proper review. \n\n\nXX/XX/XXXX New Fraud Attempt on Reissued, Unactivated Card On XX/XX/XXXX, I received another alert regarding an attempted balance transfer. \nThis time, the attempted transfer was for {$17000.00} to XXXX XXXX XXXX XXXX XXXX, account ending in XXXX. \n\nThis was especially alarming because the request was made on my newly reissued Bank of America card, which had been issued due to the prior fraud. I had not opened the envelope containing the new card, had not accessed the new card, and had not activated it. \n\nThis is a critical fact. A balance transfer request was attempted on a reissued card that I had not opened or activated. This further confirms that the fraudulent activity was not initiated by me and could not have resulted from my normal use of the card. \n\nFor this attempted transfer, I received both a text alert and an email alert from Bank of America. This contrasts sharply with the XX/XX/XXXX unauthorized transfer, for which I received no alert despite the much larger and successful transaction. \n\nSupporting Exhibit : XXXX  XXXX XX/XX/XXXX Fraud Alert for Attempted Transfer to XXXX XXXX Ending in XXXX XX/XX/XXXX Immediate Call to BofA / Agent Accuses Me of Liability and Locks Me Out Immediately after receiving the XX/XX/XXXX attempted balance transfer alert, I called Bank of America. \n\nI explained the full situation again, including : The ongoing spam bombing attack The prior unauthorized balance transfer The XX/XX/XXXX attempted fraud alerts The fact that I had already filed a claim The fact that this new attempted transfer was made on a reissued card that had not been opened or activated During this call, the agent told me that my claim had been closed and that I had been found liable for the transfer. \n\nI was horrified. When I asked for details, the agent was rude and told me she could not talk to me. She then locked me out of my accounts and told me I would have no access until I went into a financial center and showed two forms of identification. \n\nThis was deeply distressing because I was calling to report another active fraud attempt, and instead of receiving help, I was locked out of my accounts and accused of being liable for a transaction I did not authorize. \n\nXX/XX/XXXX In-Person Visit to Bank of America XXXX XXXX XXXX  XXXX and XXXX Immediately after being locked out, I went in person to the Bank of America XXXX XXXX XXXX XXXX  XXXX and XXXX in XXXX XXXX XXXX \n\nI worked with XXXX XXXX. \n\nAt the branch : I explained the full fraud situation again I provided two forms of identification I entered my PIN when my debit card was swiped I explained that I had been spam attacked I explained that I had already reported the fraud I explained that the new attempted transfer was made on a reissued card that had not been opened or activated XXXX XXXX eventually called the Bank of America fraud department. \n\nWe spoke with a male fraud department representative who told me that my claim had been closed and that I had been found liable. \n\nI argued that this made no sense because : I had not uploaded all of my evidence I had not received the letter in the mail I had not been given an alternate way to submit documentation I had reported the fraud immediately I had received alerts for related attempted transfers I had no relationship with the XXXX XXXX  accounts involved The latest attempt occurred on a reissued, unactivated card After a very confusing conversation and a very long period of time, the fraud representative stated that he had reopened my claim and unlocked my card so I could access the claim online. \nI checked my phone while still at the branch and confirmed that the claim was accessible again. However, there was no link to upload additional documents. \n\nWhen I pointed this out, the representative placed me on hold again for a long time. He eventually came back and told me that it could take up to 24 hours for the upload link to appear and that I should be able to upload my documentation the next day. \n\nXX/XX/XXXX Email to XXXX On XX/XX/XXXX, I also emailed XXXX to report the fraudulent transfer request and to document that fraud attempts were continuing. \n\nI also changed my Bank of America password online. \n\nSupporting Exhibit : XXXX  XXXX Email to XXXX Regarding Fraudulent Transfer Request XX/XX/XXXX Ongoing Spam Bombing Attack Also on XX/XX/XXXX, I continued to experience an active spam bombing attack. \n\nBetween approximately XXXX XXXX  and XXXX XXXX  XXXX, I received : Over 1,600 spam emails to my spam folder Over 30 spam emails that made it into my inbox This was happening at the same time I received the Bank of America notification regarding the attempted balance transfer. \n\nThe spam bombing was ongoing and directly overlapped with the fraud attempt. \n\nSupporting Exhibit : XXXX  XXXX Spam Attack Screenshots and Logs Showing XXXX Spam Emails and XXXX Inbox Emails XX/XX/XXXX Claim Closed Again Overnight Despite Being Reopened the Prior Day On the morning of XX/XX/XXXX, I saw that I had received an email from Bank of America XXXX XXXX XXXX  the night before stating that my claim had been closed again. \n\nThis was shocking because on XX/XX/XXXX I had spent hours : Calling Bank of America Going in person to the financial center Providing two forms of ID Entering my PIN Speaking with the branch representative Speaking with the fraud department Having the claim reopened Being told I would be able to upload evidence the next day The XX/XX/XXXX email made it appear as if everything that happened on XX/XX/XXXX had never occurred. \n\nAt this point, I felt as though Bank of America was actively preventing me from defending myself against fraud. I had repeatedly attempted to provide evidence, but my claim was closed before I could upload it, reopened only after significant effort, and then closed again overnight before the upload function was made available. \n\nThis sequence made me feel gaslit, mistreated, and obstructed in my attempt to resolve a clearly fraudulent transaction. \n\nXX/XX/XXXX Claim Closed Again / Escalation to Supervisor / Continued Obstruction On the morning of XX/XX/XXXX, after discovering that my claim had been closed again at XXXX XXXX  the prior evening ( see XXXX  XXXX ), and at XXXX XXXX  ( see XXXX XXXX ) I received an email that stated that a final review was done and my claim was declined! \n\nI immediately called Bank of America again to seek clarification and escalation. \n\nRequest for Supervisor and Escalation During this call, I specifically requested to speak with a fraud claims supervisor. I was transferred to an individual identified as XXXX from XXXX. \n\nI then retold the entire sequence of events once again, including : The spam bombing attack beginning XX/XX/XXXX The unauthorized XX/XX/XXXX balance transfer The XX/XX/XXXX fraud alerts that I declined The fact that I never received a notification for the actual fraudulent transaction The XX/XX/XXXX attempted transfer on a reissued, unactivated card The branch visit where I spent hours verifying my identity and reopening the claim The repeated assurances from multiple Bank of America representatives that : o I would receive a letter o I would receive an upload link to submit evidence o My claim had been reopened o My accounts were secured At this point in the call, I was extremely distressed and crying uncontrollably, as I had now spent weeks attempting to resolve what is clearly a fraudulent transaction and had instead been : Given conflicting and inconsistent information Passed repeatedly between departments Prevented from submitting evidence Locked out of my accounts Told I was liable for a transaction I did not authorize Concerns Expressed During Call I clearly expressed to XXXX that : There has been a complete failure of customer service and fraud protection I do not understand how a fraudulent transaction of this magnitude was approved without alerting me I do not understand how multiple employees are providing contradictory information about the claims process I feel that I am being passed from department to department to avoid resolution I do not understand how a newly issued, unactivated replacement card could immediately be compromised again I do not feel that my finances are safe at Bank of America I further explained that : I have no involvement whatsoever with the fraudulent transaction I have provided and attempted to provide documentation demonstrating this I am being prevented from properly defending myself Response from Fraud Supervisor ( XXXX ) XXXX was professional and empathetic ; however, he confirmed that : My claim had been closed He was unable to confirm whether the claim had actually been reopened the prior day during my in-branch visit This was particularly concerning because I had : Spent hours in person at a branch Verified my identity with two forms of ID and PIN entry Been explicitly told by a fraud representative that everything was being taken care of and the claim was reopened Further Instructions Given XXXX provided me with a phone number for the fraud claim reviewing department and instructed me to call them on Monday, as they were not open at the time of the call. \n\nHe further instructed me that I would need to : Repeat the entire situation again Request that they provide me with a way to submit documentation demonstrating that I am not involved in this fraudulent transaction, as they have been actively trying to accuse me and hold me liable for a crime I did not commit. \n\nResulting Impact and Ongoing Harm At this point, the process had become circular and non-functional. I expressed clearly that : I feel like I am on a hamster wheel, being asked to repeat the same facts over and over without resolution I no longer have confidence that anything I am told by the bank is accurate or reliable I feel that I am being defrauded twice : o First by the individual ( s ) who stole my money o Second by the institution that allowed the transaction and is failing to correct it I also raised fundamental questions that remain unanswered : Why has a basic investigation not determined this was fraud? \nCan the bank not : o Trace where the funds were transferred?\n\no Confirm that the receiving account does not belong to me?\n\no Identify the origin location of the transfer and compare it to my actual location on XX/XX/XXXX? \no Recall or freeze the transferred funds? \n\nNotice of Further Action I informed XXXX that : I am prepared to file a formal complaint with the Federal Trade Commission I am prepared to engage legal counsel My husband, XXXX XXXX, and I are prepared to withdraw substantial funds ( approaching $ XXXX combined ) from Bank of America and move our banking and mortgage relationship elsewhere Personal and Professional Impact I also explained the real-world consequences of this failure : I have a scheduled mental wellness retreat in XXXX beginning Sunday through Wednesday ( XX/XX/XXXX ), which is now overshadowed by this unresolved issue Instead of resolution after nearly three weeks, I am now forced to carry this stress into that time To reiterate : I am raising two small children I work in a high-demand executive role as Senior Vice President at Entertainment Media Ventures I have just launched a new company, XXXXXXXX XXXX XXXX, where I serve as XXXX XXXX XXXXXXXX  I do not have ANY TIME as it is, and Bank of America has wasted dozens of hours of my time, taking away from critical work projects and time with my family Despite this, I have been : Treated dismissively Denied clear answers Prevented from submitting evidence And at times made to feel as though I am being treated as responsible for criminal activity rather than the victim of it Conclusion of XX/XX/XXXX Events At the conclusion of this call, there was still : No resolution No confirmed active claim under proper review No ability to submit evidence No assurance that my accounts are secure This situation is completely unacceptable, and I am demanding immediate resolution. \n\nSupporting Exhibit : XXXX  XXXX XXXX XXXX Bank of America Sent at XXXX XXXX  Stating Claim Was Closed Again XX/XX/XXXX Escalation Attempt and Breakdown in Support Process On XX/XX/XXXX, I contacted Bank of America at XXXX, following prior instructions from a representative identified as XXXX. Upon reaching an agent, I immediately requested to speak with a supervisor due to the ongoing urgency and complexity of my fraud claim. \n\nInstead of being connected to a supervisor, I was transferred multiple times across departments. At each transfer, I was required to restate the full details of my situation. Eventually, I was connected with an individual who I believed to be a supervisor ; however, they appeared unfamiliar with my case and required a full re-explanation. That individual informed me that they had no information on how I could submit supporting evidence for my fraud claim, which directly contradicts prior guidance I had received. \n\nI was then transferred again. After once more explaining the situation, I discovered that I had been routed back to general customer service, rather than a fraud or supervisory team. At this point, after more than an hour on the phone and repeated failed transfers, I became extremely distressed. \nI formally requested that all calls from this date be reviewed and that the conduct of the customer service representatives involved be placed under formal internal review, as the handling of my case was disorganized, inefficient, and wholly inadequate given the seriousness of a fraud claim. The repeated misrouting and lack of procedural knowledge prevented me from submitting critical evidence and materially delayed resolution of my claim. \n\nXX/XX/XXXX Failed Fax Attempts and Paid Third-Party Transmission On XX/XX/XXXX, I attempted to submit my fraud dispute documentation via fax to XXXX, as instructed. Multiple attempts to transmit the documents were unsuccessful and rejected. \nDue to the urgency of ensuring my evidence was received, I paid {$50.00} to send the documents via XXXX  XXXX  ( XXXX ). I received a confirmation indicating that the fax transmission was successful ( see XXXX XXXX ). \n\nTo further ensure delivery, I sent the documents again via an additional fax service ( XXXX  ), and received a second confirmation of successful transmission ( see XXXX  XXXX ). \n\nDespite following all provided instructions and incurring out-of-pocket expenses to do so, I have not received confirmation from Bank of America that my documentation has been properly received or logged into my case file. \n\nSupporting Exhibit : XXXX  XXXX Successful Fax Confirmation XXXX XXXX XXXX  XXXX Successful Fax Confirmation XXXX  XX/XX/XXXX Conflicting Information, Hostile Interaction, and IP Address Dispute On XX/XX/XXXX, I contacted Bank of America again and spoke with a representative identified as XXXX ( XXXX  ), who was empathetic and attempted to assist. I was then transferred to an individual named XXXX XXXX XXXX  XXXX, whose conduct was notably unprofessional and dismissive. I am formally requesting that this call be pulled and reviewed, as his behavior materially added to the distress and mishandling of my case. \n\nFollowing this interaction, I was transferred to XXXX, a supervisor, who stated that she would : File internal customer complaints regarding prior interactions Add notes documenting my repeated attempts to submit evidence Keep the fraud claim open until documentation is confirmed received During this call, XXXX stated that the IP address associated with the fraudulent transaction was consistent with my historical usage. \n\nI explicitly dispute this assertion. At the time of the unauthorized transaction, I was physically present at my office in XXXX XXXX in XXXX XXXX, a highly secured facility with verifiable access logs and surveillance records. I am prepared to provide supporting evidence confirming my location. \n\nAdditionally, it is widely recognized that IP addresses can be spoofed or masked, particularly in cases involving coordinated fraud or spam attacks. The presence of a familiar IP address alone does not constitute proof of authorization ( see XXXX  XXXX ). \nXXXX advised that I should also submit my documentation via certified mail, and confirmed that notes would be added to ensure my claim remains open pending receipt and review of my materials. \n\nSupporting Exhibit : XXXX  XXXX FBI.GOV article explaining the prevalence of IP address spoofing and its use in fraudulent activity. \n\nThis article explains that IP addresses can be manipulated, masked, or spoofed by bad actors to make a transaction appear as though it originated from a legitimate user or familiar location. Techniques such as VPN masking, proxy routing, and spoofing tools are commonly used in coordinated fraud and spam attacks. \n\nThe existence of a matching or familiar IP address does not constitute reliable proof of user authorization, particularly in cases involving : Spam or phishing attacks Unauthorized account access Coordinated fraud attempts This exhibit directly challenges Bank of Americas assertion that an IP address consistent with prior usage is sufficient evidence to attribute the transaction to me. It supports the position that additional authentication evidence is required to establish authorization. \n\nXX/XX/XXXX Reversal of Temporary Credit and Ongoing Financial Harm On XX/XX/XXXX, I logged into my Bank of America account and observed that the previously issued temporary credit had been removed without prior notice or explanation. \n\nAs a result, my account balance reverted to approximately {$20000.00}, and I am now incurring interest charges on a balance that I continue to dispute as fraudulent. \n\nThis action has caused immediate and ongoing financial harm, including : Accrual of interest on a disputed and unauthorized transaction Significant negative impact on my account standing Additional emotional distress given the unresolved status of my fraud claim At no point prior to the removal of the temporary credit was I provided : A formal determination letter Supporting evidence for denial of my claim Confirmation that my submitted documentation had been received and reviewed Given that my fraud claim remains disputed and under active submission of supporting evidence, the removal of the temporary credit appears premature and procedurally improper. \n\nI am requesting : Immediate reinstatement of the temporary credit pending full investigation Reversal of all interest and fees associated with the disputed transaction A written explanation detailing the basis for removal of the credit Final Notice of Escalation If this matter is not resolved promptly and appropriately, I will have no choice but to escalate this dispute further. This includes filing formal complaints with the Better Business Bureau, the Federal Trade Commission, and all other relevant regulatory and oversight authorities, as well as pursuing direct legal action against Bank of America. \n\nI am fully prepared to provide the extensive documentation, timeline, and supporting exhibits outlined herein, which clearly demonstrate both the fraudulent nature of this transaction and the banks failure to conduct a reasonable and consistent investigation. I will also seek recovery of all damages incurred, including financial losses, interest charges, and any additional remedies available under applicable law. \n\nI strongly urge Bank of America to take immediate corrective action to resolve this matter before further escalation becomes necessary. \n\nI declare under penalty of perjury under the laws of the State of XXXX and the United States of America that the foregoing statements, timeline, and supporting exhibits are true and correct to the best of my knowledge, information, and belief. \nI further declare that all documents submitted in support of this claim are authentic and have not been altered, and that this statement is made in good faith in connection with a fraud dispute.","date_sent_to_company":"2026-05-04T19:03:56.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"90046","tags":null,"has_narrative":true,"complaint_id":"21861416","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-05-04T18:45:30.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Supporting XXXX  : XXXX  XXXX Credit Bureau Freeze Confirmations XX/XX/XXXX IT <em>Security</em> Review/ Password and Account Protection On XX/XX/XXXX, I contacted my IT department and explained that I was being targeted by a spam bombing attack. My IT department advised me on immediate steps to secure my accounts and <em>helped</em> me implement spam filters until the attack stopped."]},"sort":[4.0350842,"21861416"]},{"_index":"complaint-public-v1","_id":"15971197","_score":2.7349792,"_source":{"product":"Debt or credit management","complaint_what_happened":"Company : Nelnet ( servicer ) on behalf of the U.S. Department of Education ( ED ). \nIm XXXX XXXX. Nelnet has delayed and obstructed basic servicing on my federal student loansincluding providing a full account history, written explanations, and timely answers. Nelnet demanded sensitive PII by email to verify but failed to proceed meaningfully after I responded, and I still dont have a complete accounting, status clarity, or assurance of accurate credit reporting. Im requesting : ( 1 ) a complete account reconstruction ( all loans, balances, interest, capitalization, payment allocation ), ( 2 ) confirmation of current repayment status and any forbearance/deferment or IDR eligibility, ( 3 ) correction/removal of any inaccurate credit reporting, and ( 4 ) a secure channel and single point of contact. ED is the creditor and ultimately responsible for servicer compliance. Please compel Nelnet/ED to provide records, correct errors, and confirm compliance. \n\n\n-- - 2 ) Full Narrative ( detailed ) Who I am & accounts : I am XXXX XXXX, borrower on federal student loans owned by the U.S. Department of Education and serviced by Nelnet. I contacted Nelnet to obtain a complete, written accounting of my loans and to resolve servicing questions ( status, balances, capitalization, payment allocation, and any credit reporting ). \n\nWhat happened : Nelnet replied requesting SSN/account/DOB for privacy verification, directing me to email XXXX. I understand privacy verification is required ; however, after supplying the requested details through their process/portal ( or offering to use a secure channel ), I have not received the complete, itemized account history or timely, substantive answers. \n\nI still lack : A full transaction ledger ( origination, disbursements, consolidations if any, payment history, interest accrual by date/rate, capitalization events, current principal/interest breakdown ). \n\nA clear statement of current status ( in repayment, deferment/forbearance, or administrative hold ) and the legal basis and dates for any status changes. \n\nWritten confirmation of IDR/PSLF eligibility or why those options are not being applied ( if applicable ). \n\nAssurance that credit reporting ( if any ) is accurate and up to date and that no adverse data was furnished while my requests were pending. \n\n\nBottom line : I have repeatedly asked for timely, accurate, and complete information about my federal loans, and Nelnet has not provided a compliant response or the full documentation needed to verify accuracy. \n\n\nWhy this is a problem : Federal student-loan servicers must provide timely and accurate information, maintain complete records, and respond to borrower inquiries with clear, written explanations and supporting documents. \n\nIf any information was furnished to consumer reporting agencies, the FCRA requires accuracy and prompt correction of disputed information. \n\nAs EDs contracted servicer, Nelnets failures ultimately reflect on ED ; consumers should not be bounced between entities. \n\n\nHarm : Ongoing uncertainty about balances and status ; risk of misapplied payments or improper capitalization ; potential credit harm if inaccurate data was reported ; and time and effort chasing basic records. I need a complete, authoritative accounting and corrections where applicable. \n\n\n\n-- - 3 ) Requested Relief ( be explicit ) I request that the CFPB require Nelnet and ED to : 1. Produce a complete account reconstruction ( XXXX XXXX XXXX ) showing, for each loan : origination/disbursement, interest rates by period, daily interest accrual, capitalization events ( date/amount/cause ), payment allocation by date ( to principal/interest/fees ), current principal vs. interest, outstanding balance, and current repayment status. \n\n\n2. Provide written explanations for any deferment/forbearance/administrative holds ( with start/end dates and authority ) and confirm current repayment plan.\n\n3. Review and document IDR eligibility ( and PSLF, if applicable ), identify the best available plan, and implement it upon my election, with back-dated corrections if I was improperly steered or delayed.\n\n4. Audit and correct any credit reporting tied to these loans ; delete or adjust any inaccurate late/missed payment entries ; and furnish me written proof of all changes sent to CRAs.\n\n5. Provide a secure communications channel ( portal or encrypted method ) and assign a single point of contact with direct phone/email to resolve open items.\n\n6. Confirm all fees/charges assessed are lawful and reverse any improper amounts ; provide a waiver/credit if delays or errors were on the servicers side.\n\n7. Deliver all requested records within 30 days and a final, plain-English summary confirming that my account is accurate and in the correct status going forward.\n\n-- - 4 ) CFPB Form Selections ( what to pick ) Product : Student loan Loan type : Federal student loan Issue : Trouble with how the loan is being serviced ( e.g., Incorrect information on account / Trouble getting information / Problems when you asked to get help ) pick the closest available options Company : Nelnet ( servicer ) Mention creditor/owner in narrative : U.S. Department of Education Resolution sought : Records production ; corrected accounting ; corrected credit reporting ; clear status/plan ; secure contact ; reversal of improper charges Submitter : I am the consumer Consent to share with company : Yes ( to enable Nelnet/ED to respond ) -- - 5 ) Evidence Checklist ( attach what you can ) Nelnets email asking for verification and your reply/submission ( screenshots or XXXX ) Any Nelnet statements/letters/secure messages showing status, balances, rates, or plan Any credit report pages showing tradelines/late marks related to these loans A timeline of your contacts ( dates you wrote/called ; what you asked for ; what they sent or failed to send ) Your IDR/PSLF inquiries ( if applicable ) and any confirmations/denials Any proof of payment misapplication or unexplained capitalization Your contact info ( entered only in the portal fields ) -- - 6 ) One-paragraph version ( if the form forces brevity ) Nelnet ( for U.S. Dept. of Education ) has not provided a complete, timely accounting of my federal student loans despite multiple requests. I still lack a full transaction history, capitalization details, payment allocation, and clear current status/plan. I also need confirmation/correction of any credit reporting. Please compel Nelnet/ED to ( 1 ) provide a full account reconstruction ( XXXX  ), ( 2 ) explain any forbearance/holds and confirm my current plan/IDR eligibility, ( 3 ) correct any inaccurate credit reporting and confirm updates to CRAs, ( 4 ) reverse any improper charges, and ( 5 ) assign a secure channel and single point of contact. I want a final, clear summary within 30 days confirming my accounts are accurate and in the correct status. \n\n\nCompany : Nelnet ( servicer ) for the U.S. Department of Education. \nI am XXXX XXXX. Federal student loans were fraudulently taken out in 2009 without my consent. I have disputed this repeatedly with Nelnet and other parties for years, yet Nelnet continues to treat me as liable and allows interest to accumulate. Despite my requests, I have not received a full account reconstruction, documentation proving my consent, or correction of records. This debt is not legally mine. I request : ( 1 ) proof of consent or promissory notes, ( 2 ) immediate release of liability, ( 3 ) removal of all adverse credit reporting, and ( 4 ) refund/waiver of all amounts falsely charged. \n\n\n-- - XXXX ) Full Narrative Who I am : I am XXXX XXXX, listed as a borrower on federal student loans serviced by Nelnet on behalf of the U.S. Department of Education ( ED ).\n\nWhat happened : Student loans were taken out in XXXX without my knowledge or consent. I did not sign the Master Promissory Note ( MPN ) or authorize disbursement. I have raised this dispute with Nelnet and other third parties for years. \n\nDespite repeated complaints, Nelnet continues to treat me as legally liable, allowing interest to accumulate for over a decade on loans that were not lawfully originated. \n\nNelnet has not provided copies of signed notes, disbursement authorizations, or other documentary proof tying me to the loans. \n\nInstead, I receive form letters demanding repayment or directing me into repayment plans, which presuppose liability that I dispute. \n\nThis has caused long-term financial harm, damaged my credit, and created barriers to my career and candidacy for public office. \n\n\nWhy this is a problem : No lender or servicer may lawfully collect on a debt without proof of consent. \n\nUnder the Higher Education Act and ED servicing contracts, Nelnet is required to maintain and provide loan origination documents ( e.g., signed MPN ).\n\nContinuing to assess and capitalize interest on loans taken without consent violates basic contract principles, as well as consumer protection law. \n\nIf credit reporting has occurred, this may also violate the Fair Credit Reporting Act ( FCRA ). \n\nI have a right under the Fair Debt Collection Practices Act ( FDCPA ) ( if applicable ) to request verification and to not be held liable for debts I did not incur. \n\n\nHarm suffered : More than a decade of accrued, compounding interest on a fraudulent debt. \n\nCredit damage from adverse tradelines. \n\nRepeated stress, wasted time, and financial barriers from a debt I do not legally owe. \n\n\n\n-- - 3 ) Requested Relief I request that the CFPB compel Nelnet and ED to : 1. Produce original signed documentation ( Master Promissory Note, disbursement records, consent forms ). If no such documents exist, immediately acknowledge the loans were not authorized.\n\n2. Release me from all liability and update all records accordingly.\n\n3. Cease interest accrual and remove all accumulated amounts tied to these unauthorized loans.\n\n4. Correct credit reporting delete all tradelines and adverse marks tied to these fraudulent loans.\n\n5. Refund or credit any amounts collected based on this debt.\n\n6. Provide a written statement from ED confirming that I am not legally responsible for these loans.\n\n7. Establish a secure communications channel and assign a single point of contact to resolve this matter.\n\n-- - 4 ) CFPB Form Selections Product : Student loan Loan type : Federal student loan Issue : Loan was taken out without my consent / incorrect information on account / problems with dispute resolution Company : Nelnet ( servicer ) Mention creditor : U.S. Department of Education ( ED ) Resolution sought : Release of liability, deletion of tradelines, refund/waiver of all amounts, proof of origination documents Submitter : I am the consumer -- - 5 ) Evidence Checklist Copies of all prior disputes you sent to Nelnet/ED. \n\nAny Nelnet responses ( especially form letters that ignore your liability dispute ). \n\nCredit report showing adverse tradelines tied to these loans. \n\nDocumentation showing lack of consent ( no signed MPN, no disbursement authorization ). \n\nA timeline of your disputes ( XXXX ). \n\nCourses of Action ( XXXX ) A. Loan Origination & Consent Verification ( XXXX ) 1. Produce the original Master Promissory Note ( MPN ) signed in XXXX ( if any ). \n\n\n2. Provide a copy of any consent form authorizing disbursements from that year.\n\n3. Identify the disbursing institution and verify whether it followed required ED procedures.\n\n4. Verify my identity was confirmed when the loan was originated.\n\n5. Provide all records of communication in 2009 related to the loan origination.\n\n6. Produce any affidavits or declarations attesting that I consented.\n\n7. Provide documentation of loan counseling ( if required ) that I allegedly received.\n\n8. Show evidence of how the lender verified that the address and SSN were correct.\n\n9. Produce a signature sample comparison ( if signature exists ).\n\n10. Identify any witnesses to the signing or issuance of the loan.\n\n11. Provide copies of all notices required by law at origination ( e.g., borrower rights, repayment options ).\n\n12. Show whether any power of attorney or guardianship was used.\n\n13. Provide copies of all disbursement schedules tied to the loans.\n\n14. Provide all promissory note amendments or consolidations.\n\n15. Identify any consolidation loans into which these loans may have been rolled.\n\n16. Provide a timeline of all disbursements, interest accrual, and capitalization events.\n\n17. Confirm whether the origination complied with HEA ( Higher Education Act ) requirements.\n\n18. Provide any state law disclosures required in 2009.\n\n19. Prove chain of title if the loan was sold or transferred.\n\n20. Confirm no fraudulent signatures or identity theft investigations were performed.\n\nB. Full Account Reconstruction ( XXXX ) XXXX. Produce a detailed transaction ledger from 2009 to present. \n\n\n22. Show interest rates in effect over time, by period.\n\n23. Record all payments madeprincipal, interest, feeswith date allocation.\n\n24. Show all capitalization events ( when interest was added to principal ), with dates and amounts.\n\n25. Provide an amortization schedule or calculation.\n\n26. Compute daily interest accrual.\n\n27. Provide calculations showing what I would have owed if no interest accrued ( hypothetical ).\n\n28. Show what my balance would be under each possible repayment plan.\n\n29. Provide all notices of delinquency or default sent to me.\n\n30. Show any subsidies or deferments applied.\n\n31. Provide records of any forbearance or suspension.\n\n32. Provide records of any administrative holds.\n\n33. Provide records of any refund or credit.\n\n34. Provide statements/emails showing required disclosure of fees.\n\n35. Provide all correspondence about loan status.\n\n36. Provide breakdown of fees charged ( origination, late, default, collection ).\n\n37. Provide payment allocation method used ( toward interest vs. principal ).\n\n38. Provide proof of proper disclosures under federal law.\n\n39. Provide my current balance : principal, interest, fees, capitalized amounts.\n\n40. Show whether any payments were misapplied.\n\n41. Provide reconciliation between what I paid vs. what the account shows.\n\n42. Provide monthly statements or notices ( if required ).\n\n43. Provide notices of rights under IDR/PSLF ( if required ).\n\n44. Provide past payment plan documents.\n\n45. Show how extra payments ( if any ) were credited.\n\n46. Provide records of current repayment status.\n\n47. Provide notice of any late fees or penalties and their basis.\n\n48. Provide proof of mailing ( or electronic delivery ) of all required statements.\n\n49. Provide disclosures of default rights.\n\n50. Provide proof that I was notified of all required rights ( e.g., deferment, loan forgiveness programs ).\n\nC. Credit Reporting & FCRA Compliance ( XXXX ) 51. Confirm whether any negative reporting to credit bureaus occurred.\n\n52. If yes, provide which bureau ( s ), which tradelines, on what dates.\n\n53. Remove or correct any adverse tradelines resulting from unauthorized/incorrect debt.\n\n54. Send proof to bureaus that corrections were made.\n\n55. Provide copies of all credit bureau reports in which my loans appear.\n\n56. Provide all furnisher documentation ( information provided to bureaus ).\n\n57. Confirm whether you reported interest that accrued illegally.\n\n58. Provide written confirmation of what was sent in dispute letters.\n\n59. Provide correspondence with credit bureaus about dispute.\n\n60. Provide any credit repair or remediation undertaken.\n\n61. Confirm that no further reporting will occur until this is resolved.\n\n62. Provide credit reporting history from 2009 forward.\n\n63. Provide any automated adverse action notices sent due to reporting.\n\n64. Provide whether any collections agency was involved in reporting.\n\n65. Provide records of any fees or collections forwarded to agencies.\n\n66. Provide dispute escalation logs for credit reporting.\n\n67. Provide records of any fees for credit report copies.\n\n68. Provide sample translated notices if non-English required.\n\n69. Provide documentation showing compliance with FCRA 15 U.S.C. 1681s-2.\n\n70. Provide policy for how Nelnet corrects furnishing errors.\n\nD. Communication, Dispute Process & Customer Access ( 71-95 ) 71. Provide secure means of communication ( portal/email ) documented.\n\n72. Assign a single individual as point of contact for my case.\n\n73. Provide transcripts or logs of phone calls related to my disputes.\n\n74. Provide email threads or message records.\n\n75. Provide dates when I made requests and Nelnets responses.\n\n76. Provide notice log showing when and how notices were delivered.\n\n77. Provide content of any written denials or explanations.\n\n78. Provide policy for turnaround time on borrower dispute requests.\n\n79. Provide whether Nelnet offered IDR or PSLF options.\n\n80. Provide written delivery receipts of bills or notices.\n\n81. Provide sample notices used for late or missed payments.\n\n82. Provide audit log of who accessed my customer profile.\n\n83. Provide security/privacy notifications sent to me.\n\n84. Provide customer complaint history related to similar origin-of-loan issues.\n\n85. Provide documentation of Nelnets escalations and internal reviews.\n\n86. Provide disclosures required under HEA/TEACHING regulations.\n\n87. Provide documentation of required annual notices.\n\n88. Provide records of default collection attempts.\n\n89. Provide records of student loan servicing oversight audits.\n\n90. Provide data on how many borrowers disputed origin-of-loan claims and resolution rates.\n\n91. Provide policy copies about debt collection communication frequency.\n\n92. Provide transcripts or recordings of any in-person meetings ( if applicable ).\n\n93. Provide disclosure of any internal investigation into identity theft/fraud regarding my account.\n\n94. Provide notice of rights under FDCPA ( if applicable ).\n\n95. Provide customer service scripts or guidelines used when denying origin consent.\n\nE. Regulatory, Legal & Policy Compliance ( 96-125 ) 96. Confirm compliance with ED servicing agreement obligations.\n\n97. Provide EDs oversight reports for Nelnets performance.\n\n98. Provide audit or compliance reviews by ED documenting issues.\n\n99. Provide copies of any FSA Ombudsman determinations relating to my loans.\n\n100. Provide all applicable federal statutes e.g., HEA, Title IV, 34 CFR 685 etc.\n\n101. Provide your policy for proving identity theft or fraudulent origin.\n\n102. Provide legal opinions you relied on for insisting on liability.\n\n103. Confirm compliance with statute of limitations where applicable.\n\n104. Provide policies on retention/destruction of origination records.\n\n105. Provide your internal legal analyses of borrowers disputing origin.\n\n106. Provide your attorneys interpretations of arbitration / dispute clauses.\n\n107. Provide documentation you rely on for refusing to honor IDR or forgiveness programs.\n\n108. Provide your governing contract with ED showing what Nelnet is responsible for.\n\n109. Provide FSA/ED guidance cited in that contract.\n\n110. Provide EDs written policies on loan disputes and fraud.\n\n111. Provide policy guidance on interest capitalization.\n\n112. Provide legal basis for capitalizing interest while dispute unresolved.\n\n113. Provide HEA guidance on borrower rights.\n\n114. Provide waiver or discharge policies and how they apply to unauthorized origin loans.\n\n115. Provide legal precedent or case law used in your decision.\n\n116. Provide policy on how Nelnet investigates claims of non-consensual origination.\n\n117. Provide EDs oversight metrics and penalties for servicers who fail.\n\n118. Provide your compliance with federal consumer protection laws ( FTC Act, TILA etc if any cross-applicable ).\n\n119. Provide policy on preventing discrimination or unfair targeting ( political belief etc ).\n\n120. Provide certifications or attestations that data privacy laws are complied with ( FERPA, other ).\n\n121. Provide legal review logs ( internal counsel advice memos ).\n\n122. Provide your policy for notifying borrowers about pending account closure or legal liability.\n\n123. Provide policy regarding contending assumption of debt without debt-origin documentation.\n\n124. Provide policy on disputing closed claims and releasing borrowers from misattributed liability.\n\n125. Provide your policy on customer restitution when errors committed.\n\nF. Refunds, Compensation & Financial Remedies ( 126-150 ) 126. Refund all interest accrued on loans taken without my consent.\n\n127. Waive all principal and interest on debts for which no promissory note exists.\n\n128. Remove all associated fees, penalties, late charges.\n\n129. Credit my account for any overpayments made.\n\n130. Recompute balance under no-debt scenario if origin not proven.\n\n131. Adjust any tax reporting ( 1098-E, etc. ) if required.\n\n132. Remove any collection agency charges.\n\n133. Cover cost of disputes ( phone, mail, time ).\n\n134. Compensate for credit score impact.\n\n135. Cover attorneys fees ( if I hire counsel ).\n\n136. Provide monetary compensation for emotional distress.\n\n137. Provide compensation for lost opportunities ( if campaign or job disrupted ).\n\n138. Provide punitive damages if lawfully permitted.\n\n139. Refund any charges for credit report copies if required.\n\n140. Compensate me for time lost gathering documentation.\n\n141. Compensation for late/unjust debt collections.\n\n142. Compensation for being denied or delayed IDR or forgiveness options.\n\n143. Assign a lump-sum settlement for harm done.\n\n144. Provide non-monetary compensation ( e.g., certificate or public acknowledgment if appropriate ).\n\n145. Provide clear, written apology.\n\n146. Agree to cover any costs I incur due to credit repair.\n\n147. Provide budget for oversight compliance.\n\n148. Offer settlement check or payment to cover all relevant taxes.\n\n149. Provide checks or payments for any garnishments, wage offsets wrongly made.\n\n150. Cover cost of verifying origin ( e.g., legal cover, document retrieval ).\n\n151. Reimburse any third-party disbursement or default fee.\n\n152. Provide my account statement free of fee for entire timeline.\n\n153. Provide zero-interest payment plan if reinstated.\n\n154. Provide retroactive forbearance credit if delay from Nelnet.\n\n155. Provide clear yearly statements going forward at no charge.\n\n156. Provide ongoing monitoring of credit report status.\n\n157. Provide guarantee that future servicing will not breach my rights.\n\n158. Supply written policy revisions and post them publicly.\n\n159. Present independent third-party audit or oversight of this case if requested.\n\n160. Produce a notarized affidavit from the employee who first opened the account file in 2009 ( or statement that no such employee exists ).\n\n161. Provide chain-of-custody logs for any physical documents ( MPNs, signed forms ) that you claim prove origination.\n\n162. Deliver a forensic image ( hash-signed ) of the database table row ( s ) that contain my account record as of each year-end 20092024.\n\n163. Produce the schema definition for the account table ( s ) that store borrower identity and loan metadata.\n\n164. Provide the DBA/DBMS logs showing the exact SQL operations that created or modified my account record.\n\n165. Provide certificate-signed hashes ( SHA-256 ) of all produced native files so integrity can be independently verified.\n\n166. Provide any OCR/scan-to-text output files for paper originals plus the raw scanned images.\n\n167. Produce proof of chain verification for any digital signature applied to origination documents.\n\n168. Produce records of any third-party identity verification vendor used ( contract + verification instance for my identity ).\n\n169. Provide results of any fraud-analytics retrospective review run against my account ( false-positive/false-negative analysis ).\n\n170. Provide the retention schedule applied to my origination documents and show whether any files were destroyed under that schedule.\n\n171. Produce log of any document destruction events for records tied to my account, with authorized approver and method.\n\n172. Provide the full version history ( diffs ) for any document that was modified ( eg MPN amendments ).\n\n173. Produce timestamped audit trail of any manual redactions applied to documents produced in discovery.\n\n174. Provide a legally-certified translation of any non-English material relied on in the origination process.\n\n175. Produce the ID verification algorithm output ( proof tokens, vendor score, acceptance threshold ) used at origination.\n\n176. Deliver the code snippet or query used to generate the account closed flag for my record, with comments.\n\n177. Provide all business rules that map detection triggers to closure outcomes, with effective dates.\n\n178. Produce copies of all training datasets used to train any ML model that flagged my account ( with sensitive PII redacted if necessary ).\n\n179. Provide model drift analyses showing performance changes of closure models since XXXX. \n\n\nXXXX. Produce a signed certification from the Chief Data Officer that no backdoor overrides were used to force this closure.\n\n181. Produce the full ticket history including internal severity codes, root cause analysis, and SLA timestamps for every support/ticket number related to my account.\n\n182. Produce a list of all service desk approvers who authorized final closure, with their approval timestamps.\n\n183. Provide the exact policy text that was presented to frontline staff when they executed the closure.\n\n184. Produce a copy of any external legal demand, court order, or subpoena that referenced my account ( if any ).\n\n185. Provide the raw logs of any automated remediation scripts executed against my account ( cron jobs, patches ).\n\n186. Produce the last three change management approvals that touched compliance decision-making systems used in my case.\n\n187. Provide the full PII access request log ( who requested access, justification, outcome ) for all access events for my file.\n\n188. Produce the complete list of IP addresses that connected to my account within 30 days prior to closure and the geolocation mapping for each.\n\n189. Provide forensic device identifiers ( device fingerprinting ) used to associate sessions to my account at time of alleged suspicious activity.\n\n190. Produce all analytic dashboards and export data that displayed my accounts risk score on each relevant date.\n\n191. Provide an independent third-party attestation that the closure workflow complied with your written procedures ( attestor name, scope ).\n\n192. Produce all redaction keys used to anonymize any produced documents so we can verify redactions were not substantive.\n\n193. Produce the auditable payroll/timecard records demonstrating how many hours staff spent investigating my case and the cost attributed.\n\n194. Provide the chain of custody and transfer records for any funds held, including bank account, ACH file IDs, settlement files.\n\n195. Produce audit logs of all exports of my data to any third party ( CSV/XML ) including recipient and purpose.\n\n196. Provide any internal legal memos assessing whether closure of a political candidates account could trigger FEC or First Amendment issues.\n\n197. Produce the list of all accounts that were closed the same day with the same reason code and the aggregate statistical justification.\n\n198. Provide a statistical false-positive rate for the closure reason code as applied in the prior 24 months.\n\n199. Produce a signed statement from the CEO or General Counsel certifying that the action was not based on political viewpoint.\n\n200. Provide copies of all external communications to vendors about my account ( email chains, portal messages ).\n\n201. Produce a formal root-cause analysis ( RCA ) for the closure decision with corrective action plan and responsible owners identified.\n\n202. Provide the escalation log showing every internal stakeholder briefed ( names/dates ) with their responses.\n\n203. Produce a redline history showing any policy text that was changed in response to past complaints about wrongful closures.\n\n204. Provide a list of all users/agents who had the authority to reverse a closure and show whether any reversal was attempted for my account.\n\n205. Produce confirmation of any hold placed on reporting to credit agencies during dispute and the start/end timestamps.\n\n206. Provide evidence that no adverse inference was drawn from my public political activity ( emails, memos showing political neutrality review ).\n\n207. Produce a list of every supervisory call ( recording or transcript ) where my case was discussed with senior management.\n\n208. Provide a corrective action metric showing percentage reduction in wrongful closures over past 12 months and link to remediation.\n\n209. Produce an offer to fund an independent audit by a mutually agreed firm ( with scope ) and agree to accept the auditors binding remediation recommendations.","date_sent_to_company":"2025-11-02T19:29:53.000Z","issue":"Unauthorized withdrawals or charges","sub_product":"Student loan debt relief","zip_code":"480XX","tags":null,"has_narrative":true,"complaint_id":"15971197","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2025-09-17T04:34:10.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":[".\n\n-- - 4 ) CFPB Form Selections ( what to pick ) Product : Student loan Loan type : Federal student loan Issue : Trouble with how the loan is being serviced ( e.g., Incorrect information on account / Trouble getting information / Problems when you asked to get <em>help</em> ) pick the closest available options Company : Nelnet ( servicer ) Mention creditor/owner in narrative : U.S."]},"sort":[2.7349792,"15971197"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":20,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":20}]}},"product":{"doc_count":20,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":2},{"key":"CD (Certificate of Deposit)","doc_count":1}]}},{"key":"Credit card","doc_count":3,"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":3}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":3}]}},{"key":"Mortgage","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":3}]}},{"key":"Credit card or prepaid 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":"Money transfer, virtual currency, or money service","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":1},{"key":"Mobile or digital wallet","doc_count":1}]}},{"key":"Debt collection","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card debt","doc_count":1}]}},{"key":"Debt or credit management","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Student loan debt relief","doc_count":1}]}},{"key":"Student loan","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Federal student loan servicing","doc_count":1}]}},{"key":"Vehicle loan or lease","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":1}]}}]}},"issue":{"doc_count":20,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with a credit reporting company's investigation into an existing problem","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Their investigation did not fix an error on your report","doc_count":3}]}},{"key":"Managing an account","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":1},{"key":"Problem using a debit or ATM card","doc_count":1}]}},{"key":"Problem with a purchase shown on your statement","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card was charged for something you did not purchase with the card","doc_count":1},{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":1}]}},{"key":"Struggling to pay mortgage","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Attempts to collect debt not owed","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Debt was result of identity theft","doc_count":1}]}},{"key":"Closing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company closed your account","doc_count":1}]}},{"key":"Dealing with your lender or servicer","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Keep getting calls about your loan","doc_count":1}]}},{"key":"Fraud or scam","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Getting a credit card","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem getting a working replacement card","doc_count":1}]}},{"key":"Other features, terms, or problems","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with rewards from credit card","doc_count":1}]}},{"key":"Struggling to pay your loan","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Lender trying to repossess or disable the vehicle","doc_count":1}]}},{"key":"Trouble accessing funds in your mobile or digital wallet","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Trouble during payment process","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Trouble using your card","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Can't use card to make purchases","doc_count":1}]}},{"key":"Unauthorized withdrawals or charges","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":20,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":18},{"key":"No","doc_count":2}]}},"company_response":{"doc_count":20,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":19},{"key":"Closed with monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":20,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":20}]}},"company":{"doc_count":20,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"EQUIFAX, INC.","doc_count":3},{"key":"AMERICAN EXPRESS COMPANY","doc_count":2},{"key":"CITIBANK, N.A.","doc_count":2},{"key":"JPMORGAN CHASE & CO.","doc_count":2},{"key":"ALLY FINANCIAL INC.","doc_count":1},{"key":"Aspen Yo LLC","doc_count":1},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":1},{"key":"Global Lending Services LLC","doc_count":1},{"key":"MOHELA","doc_count":1},{"key":"NAVY FEDERAL CREDIT UNION","doc_count":1},{"key":"Nelnet, Inc.","doc_count":1},{"key":"Ocwen Financial Corporation","doc_count":1},{"key":"Paypal Holdings, Inc","doc_count":1},{"key":"State Home Mortgage","doc_count":1},{"key":"TD BANK US HOLDING COMPANY","doc_count":1}]}},"state":{"doc_count":20,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CA","doc_count":5},{"key":"FL","doc_count":2},{"key":"MI","doc_count":2},{"key":"NC","doc_count":2},{"key":"NJ","doc_count":2},{"key":"WA","doc_count":2},{"key":"GA","doc_count":1},{"key":"LA","doc_count":1},{"key":"MD","doc_count":1},{"key":"NY","doc_count":1},{"key":"VA","doc_count":1}]}},"company_public_response":{"doc_count":20,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":4},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":2},{"key":"Company believes the complaint provided an opportunity to answer consumer's questions","doc_count":1}]}},"tags":{"doc_count":20,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":3},{"key":"Older American","doc_count":2},{"key":"Older American, Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}