{"took":103,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":12,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3167021","_score":25.41202,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"it's fraud I didn't apply for credit cards or loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own and only for my use","date_sent_to_company":"2019-03-01T21:47:20.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"32244","tags":"Older American","has_narrative":true,"complaint_id":"3167021","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUNTRUST BANKS, INC.","date_received":"2019-03-01T21:47:16.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["it's fraud I didn't apply for credit cards or loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own"]},"sort":[25.41202,"3167021"]},{"_index":"complaint-public-v1","_id":"3167056","_score":25.371693,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"it's fraud I didn't apply for credit cards or loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own and only for my use","date_sent_to_company":"2019-03-01T21:47:20.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"32244","tags":"Older American","has_narrative":true,"complaint_id":"3167056","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-03-01T21:47:16.000Z","state":"FL","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["it's fraud I didn't apply for credit cards or loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own"]},"sort":[25.371693,"3167056"]},{"_index":"complaint-public-v1","_id":"3166993","_score":25.371693,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"it's fraud I didn't apply for credit cards or loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own and only for my use","date_sent_to_company":"2019-03-08T16:56:22.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"32244","tags":"Older American","has_narrative":true,"complaint_id":"3166993","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DFC Global Corp.","date_received":"2019-03-01T19:01:02.000Z","state":"FL","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["it's fraud I didn't apply for credit cards or loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own"]},"sort":[25.371693,"3166993"]},{"_index":"complaint-public-v1","_id":"3167063","_score":25.195877,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"the errors of inquires on my credit report are fraud I didn't apply for loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own and only for my use","date_sent_to_company":"2019-03-01T22:25:15.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"32244","tags":"Older American","has_narrative":true,"complaint_id":"3167063","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FactorTrust, Inc.","date_received":"2019-03-01T21:48:46.000Z","state":"FL","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["the errors of inquires on my credit report are fraud I didn't apply for loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number"]},"sort":[25.195877,"3167063"]},{"_index":"complaint-public-v1","_id":"3168276","_score":23.770386,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"It's fraud the inaccurate 's on my XXXX, XXXX, XXXX Credit reports which are the hard and soft inquires they where done in fraud by my XXXX XXXX adult son who XXXX hurts his reasoning and judgement he doesn't know that my name and my social security number is for my use only due to his XXXX XXXX hurting his reasoning and judgement that why I don't want to pursue criminal charges or law enforcement presents in the fraud matter of my XXXX XXXX adult son applying for loans and credit cards in fraud which lead to the inaccurate 's which are the hard and soft inquires","date_sent_to_company":"2019-03-04T06:42:02.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"32244","tags":"Older American","has_narrative":true,"complaint_id":"3168276","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MicroBilt / PRBC (formerly CL Verify)","date_received":"2019-03-04T01:41:58.000Z","state":"FL","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["It's fraud the inaccurate 's on my XXXX, XXXX, XXXX Credit reports which are the hard and soft inquires they where done in fraud by my XXXX XXXX adult son who XXXX hurts his reasoning and judgement he doesn't know that my name and my social security number is for my use only due to his XXXX XXXX hurting his reasoning and judgement that why I don't want to pursue criminal charges or law enforcement presents in the fraud matter of my XXXX XXXX adult son applying for loans and credit cards in fraud"]},"sort":[23.770386,"3168276"]},{"_index":"complaint-public-v1","_id":"3168275","_score":23.704712,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"It's fraud the inaccurate 's on my XXXX, XXXX, XXXX Credit reports which are the hard and soft inquires they where done in fraud by my mentally XXXX adult son who XXXX hurts his reasoning and judgement he doesn't know that my name and my social security number is for my use only due to his mental XXXX hurting his reasoning and judgement that why I don't want to pursue criminal charges or law enforcement presents in the fraud matter of my mentally XXXX adult son applying for loans and credit cards in fraud which lead to the inaccurate 's which are the hard and soft inquires","date_sent_to_company":"2019-03-04T06:42:02.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"32244","tags":"Older American","has_narrative":true,"complaint_id":"3168275","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-03-04T01:41:58.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["It's fraud the inaccurate 's on my XXXX, XXXX, XXXX Credit reports which are the hard and soft inquires they where done in fraud by my mentally XXXX adult son who XXXX hurts his reasoning and judgement he doesn't know that my name and my social security number is for my use only due to his mental XXXX hurting his reasoning and judgement that why I don't want to pursue criminal charges or law enforcement presents in the fraud matter of my mentally XXXX adult son applying for loans and credit cards"]},"sort":[23.704712,"3168275"]},{"_index":"complaint-public-v1","_id":"3168476","_score":22.77149,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"It's Fraud and should be handled as fraud for the inaccurate 's which are all the hard and soft inquires I haven't applied for any application 's so all of the hard and soft inquires are fraudulently on my Experian and XXXX and XXXX Credit Reports by my XXXX XXXX adult son who applied for application 's which cause buniesses to do hard and soft inquires all are of his fraudulently applying on application as me my XXXX XXXX son XXXX XXXX hurts his reasoning and judgement he doesn't know due to his XXXX XXXX that my name and social security number and my Experian and XXXX and XXXX credit scores are my own and only for my use due to his XXXX XXXX hurting his reasoning and judgement I don't want to pursue criminal charges or law enforcement presents on the matter of fraud of the fraudulent use of my name and social security number and my Experian and XXXX and XXXX credit report and scores","date_sent_to_company":"2019-03-04T16:20:10.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"32244","tags":"Older American","has_narrative":true,"complaint_id":"3168476","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-03-04T14:09:44.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["his XXXX XXXX that my name and social security number and my Experian and XXXX and XXXX credit scores are my own and only for my use due to his XXXX XXXX hurting his reasoning and judgement I don't want to pursue criminal charges or law enforcement presents on the matter of fraud of the fraudulent use of my name and social security number and my Experian and XXXX and XXXX credit report and scores"]},"sort":[22.77149,"3168476"]},{"_index":"complaint-public-v1","_id":"3168480","_score":22.724316,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"It's Fraud and should be handled as fraud for the inaccurate 's which are all the hard and soft inquires I haven't applied for any application 's so all of the hard and soft inquires are fraudulently on my XXXX and TransUnion and XXXX Credit Reports by my mentally XXXX adult son who applied for application 's which cause buniesses to do hard and soft inquires all are of his fraudulently applying on application as me my mentally XXXX son mental XXXX hurts his reasoning and judgement he doesn't know due to his mental XXXX that my name and social security number and my XXXX and TransUnion and XXXX credit scores are my own and only for my use due to his mental XXXX hurting his reasoning and judgement I don't want to pursue criminal charges or law enforcement presents on the matter of fraud of the fraudulent use of my name and social security number and my XXXX and TransUnion and XXXX credit report and scores","date_sent_to_company":"2019-03-04T16:20:17.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"32244","tags":"Older American","has_narrative":true,"complaint_id":"3168480","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2019-03-04T16:20:13.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["due to his mental XXXX that my name and social security number and my XXXX and TransUnion and XXXX credit scores are my own and only for my use due to his mental XXXX hurting his reasoning and judgement I don't want to pursue criminal charges or law enforcement presents on the matter of fraud of the fraudulent use of my name and social security number and my XXXX and TransUnion and XXXX credit report and scores"]},"sort":[22.724316,"3168480"]},{"_index":"complaint-public-v1","_id":"3527462","_score":14.014349,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I had applied for the commerce bank charity charge credit card on XX/XX/2020 as I have an alert on my credit report a representative from commerce bank called me to verify my identity on XX/XX/2020 asked me identifying information from my credit report to verify me I answered all answers correctly and and the woman had said I was approved for the card with a XXXX limit and my card would be sent out and arrive within 10 business days. On XX/XX/XXXX I receive a letter from commerce bank bankcard verification department thats dated XX/XX/2020 asking me for drivers license and something with my address I faxed that in and spoke to someone who states my account would be reviewed within 3 days so XX/XX/XXXX I called to check the status and got a voicemail for that department no live person again today XX/XX/XXXX I spoke to the security department and was advised to speak to bankcard verification and was also told they would email that department for me as well needless to say I have left voicemails and nobody getting back to me today on XX/XX/XXXX I called in and was told my account was closed and still nobody has yet to contact me after leaving voicemails this is a horrible business practice open and approve an account and while the card is being mailed out to you they close the account that not only hurts my credit score it looks bad on my credit report as well as it will show closed by credit grantor I have excellent credit and I dont want this effecting my credit I would like to have this card reopened as I took a hard inquiry hit on my credit file and there is no reasoning behind this decision thank you","date_sent_to_company":"2020-02-11T08:04:20.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"05401","tags":null,"has_narrative":true,"complaint_id":"3527462","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"COMMERCE BANK","date_received":"2020-02-11T02:43:53.000Z","state":"VT","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["department for me as well needless to say I have left voicemails and nobody getting back to me today on XX/XX/XXXX I called in and was told my account was closed and still nobody has yet to contact me after leaving voicemails this is a horrible business practice open and approve an account and while the card is being mailed out to you they close the account that not only hurts my credit score it looks bad on my credit report as well as it will show closed by credit grantor I have excellent credit"]},"sort":[14.014349,"3527462"]},{"_index":"complaint-public-v1","_id":"8186981","_score":6.835125,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"Im really sad to be filing this complaint. I've been an incredibly loyal customer to Sezzle and am honestly shocked that we've ended up here again. I previously went through whirlwind of a situation with Sezzle and to their credit, they rectified it. On XX/XX/XXXX | realized I did not have my primary debit card in my possession and I locked it. As such, I modified my default payment method for Sezzle to a different account that is shared with my spouse. When I was updating the payment method, I saw the advertisement that advised I can avoid the {$1.00} service charge per installment by setting up my bank account as a payment method. Some time ago I had used \" plaid '' to link my institution to Sezzle and linked several accounts that I have with XXXX. Plaid uses a security feature where they create a fake sequence of numbers to identify the account. I saw I had multiple accounts linked and selected the one I thought was tied to my debit card. This is completely my error and I acknowledge that. It was reckless of me to gamble with selecting the right payment method and would come back to bite me in the XXXX. Long story long, I selected an account that was either closed, or didn't have funds in it. I would come to find that the payments that were collected with this method were returned. I'm not clear as to if it was my closed account or my XXXX XXXX XXXX account that has no money in it - I never received reasoning for the returned payment. Bottom line- I linked it to the wrong account and it was an honest mistake that is now putting my family and I in hot water. On XX/XX/XXXX l received notice I had a returned payment and my XXXX sunk because I knew it would lock my account. Meanwhile, I located my debit card and unlocked it. As soon as I received the returned payment I sprinted to Sezzle to link it back to my card and pay the balances. I deleted all payment methods and decided to move forward with getting charged the {$1.00} fee..but it was too late. They locked my card. To remedy the situation, I sent them multiple messages explaining in great detail how this was an honest mistake and how sorry I am. I also paid off all orders that l used my spouses and is joint account for so the only outstanding orders would be linked to my debit card that has been used all along. I sent Sezzle screenshots of the emails from chase that confirm my card was locked. I sent them my paystub, bank statement, ID, debit card - everything under the sun to show that I had money to cover the returned charges and am a real human as I was concerned that perhaps using my spouses card triggered the lock. Whatever the reason is, they escalated my inquiry and I never heard back. Today on XX/XX/XXXX l received a very gerneric message that advised I couldn't be offered services. I figured that it was an automated message so I reached to customer support. They told me they would no longer offer me services. I requested a hardship payment plan as losing the access to Sezzle will impact my family and they said there's nothing that can be done. I'm heartbroken. I've given them thousands of dollars when you consider placed over XXXX orders and paid XXXX installments on each order with a {$1.00} service charge. Every thing has been on time so l 'm both hurt, offended, and stressed that they're unwilling to reinstate services. The least they could do would be to offer assistance with repayment ... that's beyond the point when all I want is to have access to my credit line again. \n\nIm attaching all correspondence. I first reached out on XX/XX/XXXX, spoke to XXXX. Then on XX/XX/XXXX, XX/XX/XXXX, sent an email on XX/XX/XXXX in addition to another inquiry. And on XX/XX/XXXX I received a very vague, auto generated email saying I cant use Sezzle at this time. I reached out to confirm this wasnt indication that the inquiry was closed and was shocked to learn this was. XXXX informed me that the account is not being reinstated. I asked that I set up a hardship and she said thats not an option. I didnt respond for a couple of minutes as I was typing and they left the conversation. I imagine because it was uncomfortablebut I wasnt being rude or unreasonable. Im just so upset. If they are going to treat such a good customer so poorly the least they can do is help me repay it at a slower rate. Beyond that, why cant I get a reason as to why Im not allowed to have my account back? Im paying a subscription, will that be refunded? I have tears as I type this. This is unreal. \n\nIve done more than enough due diligence to explain what happened as youll see in all of the attachments. I verified my identity, provided proof of my husband and I being married and living in the same residence ( I.e. tax return ). I provided a very clear and consice explanation of why the payment was returned with supported documentation - again, you will see that in the attached documents. Beyond this, I want to know why they advertise they offer hardship plans for repayment and I was told they cant assist? Per their ANNUAL REPORT PURSUANT TO SECTION 13 OR 15 ( d ) OF THE SECURITIES EXCHANGE ACT OF 1934 that is public Secondly, Reschedule Fees are applied to consumers in cases where the consumer requests to reschedule the dates on which installment payments become payable. The Sezzle Platform permits consumers to reschedule an installment date on one occasion per order without incurring Reschedule Fees. However, a XXXX XXXX of {$5.00} is payable in respect of additional reschedules ( and the reschedule is dependent upon the consumer agreeing to the payment of the applicable XXXX XXXX ). Additionally, Sezzle has a hardship and fee forgiveness program which, dependent on the consumers situation and at the discretion of customer support, allows consumers to have additional fees waived. \n\nOn XX/XX/XXXX I asked about a hardship plan and was advised this isnt a service available.\n\nAlso - why cant I get additional information on why Im not eligible for the service? Why dont I know why the payment was returned? Why are they not responding to my very direct messages? I completely understand legalities and that they need to be careful with what they share, but to some extent this is poor customer service. If you cant answer my question, please let me know and state youll find the right party who can. Ive also attached my payment history - Ive never been late and have placed and obscene amount of orders with Sezzle. Due to the nature of the XXXX, not being able to use the service will place my family and I in a precarious position. \n\nI think buy now pay later is predatory to an extent. With that said, why on earth would I not be a customer they value? Theyve made over {$2000.00} in service charges alone. I dont understand.","date_sent_to_company":"2024-01-26T11:51:54.000Z","issue":"Getting a line of credit","sub_product":"Personal line of credit","zip_code":"98607","tags":null,"has_narrative":true,"complaint_id":"8186981","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Sezzle Inc.","date_received":"2024-01-20T03:55:34.000Z","state":"WA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["I'm not clear as to if it was my closed account or my XXXX XXXX XXXX account that has no money in it - I never received reasoning for the returned payment. Bottom line- I linked it to the wrong account and it was an honest mistake that is now putting my family and I in hot water. On XX/XX/XXXX l received notice I had a returned payment and my XXXX sunk because I knew it would lock my account. Meanwhile, I located my debit card and unlocked it."]},"sort":[6.835125,"8186981"]},{"_index":"complaint-public-v1","_id":"4186404","_score":6.192235,"_source":{"product":"Checking or savings account","complaint_what_happened":"Last year I took my XXXX mom through Bank of the west XXXX drive thru on XXXX XXXX XXXX We waited for over 5 mins for a teller to arrive and when she arrived-she refused my mom help advising me that they only used the drive thru because of Covid and the lobby being closed. I drove my mom around so that she can visit the lobby and her visit took 45 mins. So l had to go inside to check on her. \n-I spoke with the XXXX XXXX XXXX XXXX XXXX ) who \" assured '' me and my mom no more issues. ( but things got worse ) On XX/XX/2021, I ( once again ) took my XXXX mom through Bank of the westXXXX drive thru on XXXX XXXX ( closer to my moms house ) and XXXX XXXX ( XXXX XXXX XXXX ) approaches the window and begins to ask for an \" account number '' or debit card which is something that my mom has \" never '' had to furnish upon withdrawing her money ( widows benefits from my late father ) from her bank account. XXXX refused my mother assistance \" until '' I explained ( my mom has problems reasoning due to XXXX ) to him that my mom would \" always '' give the women tellers her ID ( and have her to sign the withdrawal slip ) XXXX kind of \" still '' refused but then he asked us \" who '' these ladies were that was helping my mom in the past and we advised that we had no idea but they were all nice ( except the heavy set woman that was rude to us before-mentioned above ) I became a little upset and I explained to XXXX ( this was my first time with \" no cursing '' how I felt that we were not being treated fairly ) XXXX then gives my mom her balance ( like she asked but she was not finished with her transaction because she never made the withdrawal ) and then he disappears from the window. There were other cars in the drive thru as well so, After waiting for about 4 minutes and realizing XXXX was not coming back to the window to finish my mothers transaction-I got \" very '' upset and drove out of the parking lot and back around to the front door. I went inside the branch and there were only \" very few '' people inside ( a family sitting down talking to a teller and like 3 people in line ) There was 1 person at the teller window ( the XXXX XXXX XXXX ) I walked over towards the end of the teller windows and XXXX is sitting down at his desk. I advised XXXX that my mom was \" still '' waiting to get a withdrawal. He came to the window and asked me to leave. This is when I became \" very '' upset and I \" did '' curse ( \" I DON'T CARE IF I AM XXXX XXXX XXXX XXXX OR \" XXXX XXXX XXXX YOU GUYS ARE GOING TO STOP TREATING ME AND MY MOM LIKE THIS!! WE HAVE BEEN CUSTOMERS HERE FOR 2 YEARS OR MORE AND I HAVE ALOT OF MONEY TIED TO THIS PLACE FOR YOU TO TREAT US LIKE THIS!! ) -This is what I said ... in the drive thru-I made this \" same exact '' statement but ... .with no cursing. And for me expressing my hurt as a customer ( because I was XXXX against ) XXXX called the police and 3 officers arrived. XXXX XXXX Police XXXX XXXX XXXX XXXX ) Once the XXXX arrived and XXXX began speaking with them directly in the lobby in front of customers and all, I called \" XXXX '' over at the other Bank of the west branch on XXXX XXXX and let her know what was going on. She really didn't too much express any concerned but \" she listened ''. FYI I was \" never '' told not to come back to that branch but the officer \" did '' make a statement \" if I was a customer and they didn't treat me right, I would just go somewhere else '' ... I took my mother to the Bank of the west branch ( where I opened my business account ) and XXXX helped my mother the \" same '' exact way that she was \" used to '' -With \" NO account number '' but ... her \" ID ''. XXXX said that she would advise the XXXX over the XXXX branch of my concern.I didn't hear from her until almost 2 weeks later ( because I kept calling and calling ) Upon leaving, there was another customer at the ATM machine ( XXXX XXXX ) who advised that XXXX had \" also '' called the police on her as well. XXXX sounds like he has issues dealing with his customers ( good \" and '' bad ) He just \" throws them to the police '' XXXX security never escorted me out either because \" he knows '' that I am a \" cool '' customer he stood next to me the whole time that the police were there ( seems like he was showing concern ) On XX/XX/2021 I received a letter from the Bank of the west XXXX way branch advising me that they were closing my business account along with ( 2 ) custodial accounts for my XXXX twins ( wow during a pandemic??? ) and I was not pleased with this but I accepted it. \n\nOn around the week of Valentines Day, I went into the Bank of the west branch on XXXX way to cash in all of my Bank of the west cashier checks ( totalling {$45000.00} ) and while standing in line, I could see XXXX was on the right sitting at a desk while the tellers in the back were talking. When it was my turn, 2 tellers closed their windows ( I think 1 of them was XXXX ) and I could hear them asking : \" Why is she here? '' and \" What does she want? '' ( FYI-This was not the branch were the police were called ) so after waiting for a while some \" other '' teller ( I guess one that they could find that wanted to help me ) comes to the window. I explained to her that since they were closing my accounts I wanted to cash in the cashier checks. She says \" Oh you don't have a bank account with another bank that can cash them? '' XXXX XXXX XXXX so ... ... .I advised that I did not ( because I was not expecting them to dig into their system for my info to close out my accounts ) she goes to the back and comes to advise me that they did not have the money to cash the cashier checks ( totally {$45000.00} ) and that I would need to come back that following friday ( Oh and she confiscated my business debit card ) I never went back to cash them-I still have the cashier 's check that I will cash at a later time. \n\nAround XX/XX/2021 I received a call from XXXX ( XXXX ) who after hearing my situation saying that she \" appreciates me admitting that I used a curse word '' ( really? What was I supposed to do? \" Lie ''?? No because I \" know '' I did \" nothing wrong '' ) during this conversation XXXX \" did '' acknowledge that we had spoken before about this issue with a few of her staff members at the XXXX XXXX branch. She \" did '' advise that only \" my '' account would be closed and not my twins due to it being an \" XXXX '' funded account. \n\nOn XX/XX/2021 I received a call from \" XXXX '' from the Bank of the west on XXXX XXXX advising me that my twins \" XXXX '' funded accounts were due to close and I needed to get the money out before they closed them. I advised XXXX of what XXXX and I had discussed and was told by XXXX that she would contact XXXX and call me back. I am still waiting for a call ... .. \n\nThe \" only '' questions that \" I '' have are ( My mother is now in XXXX home so she can't speak for herself ) If I was not the customer on XX/XX/XXXX XXXXWhy was \" my '' account closed? Oh I know why ... because when I went to the XXXX way branch to cash a {$6500.00} cashier check from Bank of the west the teller left me sitting in the drive thru ( without any warning ) for almost 7 minutes. I had to go into the branch to ask her what was going on but when I went inside the branch-she was still on the phone making sure that their bank of west cashiers check wasn't stolen ... ... ... .I was not the customer on XX/XX/XXXX at the XXXX XXXX so ... ... '' How '' did they even get my account or debit card information to close \" anything ''? \n\nThe letter states the reason that they closed my accounts was because \" they have the right to do so '' however during the call with XXXX, she advised me that because I said the curse word ( \" XXXX '' when expressing myself about unfair treatment was the reason. I could have been restricted to not enter anymore branches and to just use the ATMS. I didnt have to even \" need '' any teller assistance. I could have simply just been advised : \" XXXX we would prefer for you to use the ATM from now on-Your access to our lobby has been restricted '' but to close my accounts ... ... ... ... .and my XXXX kids accounts ... ... ... .during a \" pandemic '' is XXXX but it just further confirms my suspicions. If Social security is not notified by the XXXX of the month of an account change-the money will go to the closed account and then we would have to wait weeks for my babies to get their XXXX money via check from the bank. ( Are you serious?? In a \" pandemic??? '' Wow ) Funny I told XXXX this same story and she assured me that those accounts would be left alone.","date_sent_to_company":"2021-03-05T16:58:13.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"4186404","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF THE WEST","date_received":"2021-03-05T15:28:28.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["And for me expressing my hurt as a customer ( because I was XXXX against ) XXXX called the police and 3 officers arrived. XXXX XXXX Police XXXX XXXX XXXX XXXX ) Once the XXXX arrived and XXXX began speaking with them directly in the lobby in front of customers and all, I called \" XXXX '' over at the other Bank of the west branch on XXXX XXXX and let her know what was going on. She really didn't too much express any concerned but \" she listened ''."]},"sort":[6.192235,"4186404"]},{"_index":"complaint-public-v1","_id":"2676767","_score":5.878216,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom it may concern, On behalf of XXXX and myself I would like to thank you for your assistance on our unique issue. \n\nThe companies involved are Shellpoint Mortgage Servicing and XXXX XXXX XXXX. \nAll contact names, emails and numbers can be provided On or abouXX/XX/XXXX, We received a letter that our mortgage payment would increase by nearly 115 %. Our payment would go from {$1500.00} to nearly {$3200.00} a month! I tried to get in contact with XXXX XXXX within that week to find out why. All that was originally said was it was increased because of our escrow not being paid. I could not get a straight answer from anyone on the general call line as to why and what could be done. \nWe then got a letter around XX/XX/XXXX from a XXXX XXXX XXXX in regards to our mortgage. I made contact with XXXX XXXX and he was a huge help as he looked into things to find out what was going on. XXXX XXXX went over the facts of our account, the errors that occurred and speculated as to why it happened. It wasnt until we did so that we both learned that the home loan payment should have been around {$1800.00} a month. He explained that the escrow was calculated off of the land value and not the actual house. He stated that this does occur, but there is supposed to be a system of checks and balances that catch that within the first year. But, in our case they did not notify us until going into our third year! XXXX XXXX explained that it should have been caught in their audits each year and could not explain why it was not accounted for. \nAt that time, XXXX XXXX put me in contact to the corporate lawyer. The lawyer did contact me and we had a very brief discussion. He passed the info on to a XXXX XXXX XXXX with Shellpoint. My first attempts to get a hold of XXXX XXXX were not very successful. I kept a log on when I emailed and called her. You are welcome to that log and any proof of calls and emails at any time. It took twelve phone calls and eight emails spanning over two months to finally actually get a response and talk to her. I explained our situation and she listened to what I had to say and unfortunately came back without a real viable solution. Every solution at the time was to increase our payment to eventual payments that we would not be able to afford. She stated that according to her higher ups and account specialists, we could afford it. However, they never really asked what has transpired in our lives since we took out this loan. My wife, has had XXXX not once, but twice and this past XXXX she had a XXXX XXXX which nearly took her life. Over the past few years, our lives have literally been turned upside down. We got deeper and deeper in debt due to medical bills and less work. The stress has been overwhelming, but the one thing we always thought we had, was security in the comfort of knowing we had a roof over our heads and we were safe. Unfortunately, when we got that letter out of the blue this past XXXX stating that our payments would balloon to a staggering {$3200.00} a month you could imagine our reaction. Obviously, with our payments going up it was very concerning that we found out that it was due to a clerical error on XXXX XXXX or Shellpoint side that has caused this and nothing to do with us being at fault. In truth, we know through our conversations that this error does occur, but it is normal to catch after a single year through mandatory internal audits. However, as stated this was not caught until going into our 3rd year on this loan and by that time it had ballooned to a very large amount. \nThe first thing I would have thought we would have had from anyone within this process was some sort of an apology. Instead all we get are people that are more concerned on the bottom line and not the people being affected by this very costly error. At every turn, it seems that the representation that Shellpoint gives is that they just want our house or our money. All we wanted was a viable solution and not an increase of payment of {$300.00} for a few months then an increase to up to another $ XXXX {$1000.00} the following year. We have a 30 year note and thats the only solution? The best anyone can offer is to increase our payment to a point where it is not reasonable to afford? \nI am not denying that we owe for the negative escrow on our account. But at what cost? We are being punished for merely being a loyal customer who always makes their payments. In fact, since our first house, we have never missed a house payment in over 12 years. My question is, where does our responsibility with this issue really begin and where does New Penns accountability start? Throughout this problem, there has been no accountability for any of this. All we have ever asked was that the company we entrusted to hold our mortgage, represent us with the care we all expect from a company that holds our home. That trust has been severely damaged. \n\nAt this point, we have a solution that we have been trying to tell Shellpoint. However, once again there is no return calls or emails. Over the past 2 months, I have been leaving messages with XXXX XXXX. Six emails and 8 calls with zero response. I have now started leaving messages with another Shellpoint representative by the name of XXXX XXXX. I have left 2 phone messages with him over the past weeks with no reply as well. In every email and call I stated that this is an attempt to pay! Since when does a company that is put in place to collect debts not call to collect money? We simply can not understand why we are treated as if we caused all this and we dont pay. \nFurthermore, it is frustrating to try and attempt to pay and not get any type of correspondence in return. \n\nNow, on top of all the other problems, Shellpoint is no longer accepting our payments. Each payment that we made over the past two months has been returned. These payments are in full to the signed contract we made when we took out the loan. Their reasoning is that the payment is not in full, including the negative escrow. This has resulted in them turning us over to the credit agencies making it look as if we were no longer making any payment for our home loan. This has hurt us even harder and increased our stress levels even greater, as it has reduced our credit rating so poor that we cant even get a loan to cover the escrow let alone what it is doing to our everyday lives and business. This is just another example of how we have been punished more, for just being a customer. \nWe do have a solution. We are not happy about it because it burdens all the weight of this on us and once again makes XXXX XXXX and Shellpoint hold no accountability or responsibility for the mistake made and the lack of professionalism from Shellpoint. \n\nThrough a gift, we will be able to pay in full and catch up the account. Therefore, eliminating the negative escrow on this account and bringing us to what our payment should be. Again, in our talks with XXXX XXXX, we believed that payment to be around {$1800.00}. With us making the payment in full, we are asking the following. First, eliminate all late fees and penalties on our account starting at the point of origin in which that was enforced. Second, immediately restore our credit to its original state by removing all negative reporting done on behalf of Shellpoint and XXXX XXXX. Further, by any other means that XXXX XXXX wants to help us with financial relief, as good faith will be appreciated. \n\nRespectfully, XXXX and XXXX XXXX XXXX","date_sent_to_company":"2017-09-18T00:06:27.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"754XX","tags":null,"has_narrative":true,"complaint_id":"2676767","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2017-09-17T22:53:36.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["Their reasoning is that the payment is not in full, including the negative escrow. This has resulted in them turning us over to the credit agencies making it look as if we were no longer making any payment for our home loan. This has hurt us even harder and increased our stress levels even greater, as it has reduced our credit rating so poor that we cant even get a loan to cover the escrow let alone what it is doing to our everyday lives and business."]},"sort":[5.878216,"2676767"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":12,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":12}]}},"product":{"doc_count":12,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":8,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":8}]}},{"key":"Checking or savings account","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":1,"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":1}]}},{"key":"Mortgage","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"FHA mortgage","doc_count":1}]}},{"key":"Payday loan, title loan, personal loan, or advance loan","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Personal line of credit","doc_count":1}]}}]}},"issue":{"doc_count":12,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Improper use of your report","doc_count":8,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit inquiries on your report that you don't recognize","doc_count":8}]}},{"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":"Closing your 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":"Getting a line of credit","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":[]}}]}},"timely":{"doc_count":12,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":12}]}},"company_response":{"doc_count":12,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":11},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":12,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":12}]}},"company":{"doc_count":12,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"BANK OF THE WEST","doc_count":1},{"key":"CAPITAL ONE FINANCIAL CORPORATION","doc_count":1},{"key":"COMMERCE BANK","doc_count":1},{"key":"DFC Global Corp.","doc_count":1},{"key":"Experian Information Solutions Inc.","doc_count":1},{"key":"FactorTrust, Inc.","doc_count":1},{"key":"MicroBilt / PRBC (formerly CL Verify)","doc_count":1},{"key":"SUNTRUST BANKS, INC.","doc_count":1},{"key":"Sezzle Inc.","doc_count":1},{"key":"Shellpoint Partners, LLC","doc_count":1},{"key":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":12,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"FL","doc_count":8},{"key":"CA","doc_count":1},{"key":"TX","doc_count":1},{"key":"VT","doc_count":1},{"key":"WA","doc_count":1}]}},"company_public_response":{"doc_count":12,"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":5},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":2}]}},"tags":{"doc_count":12,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":8}]}}},"_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":{}}}