{"took":2197,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":17,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"8423868","_score":16.129587,"_source":{"product":"Credit card","complaint_what_happened":"In XX/XX/XXXX, I applied for a Home Depot credit card while shopping at the XXXX XXXX XXXX. I never received the credit card in the mail but one month later I got three fraudulent charges on the statement. \n\nThree Fraudulent charges are : 1. XX/XX/XXXX Hardware purchase {$250.00} 2. XX/XX/XXXX Hardware purchase {$500.00} 3. XX/XX/XXXX Electrical and Lighting {$110.00} The XXXX Home Depot store was not even able to find the three transactions in its system. \n\nOn XX/XX/XXXX after receiving the first statement showing the fraudulent charges, I called the Home Depot Credit Card Customer Services immediately and filed a dispute. XXXX, the customer service, canceled the credit card and provided a case number for this claim. \n\nIn XX/XX/XXXX I received a statement for a different credit card account for the same three fraudulent charges. I called the Credit Card Service again. XXXX, the service representative told me Home Depot transferred the charges from the closed credit card account to this credit card. I do not even have that credit card. XXXX reopened the case for further investigation and asked me to call back. \n\nOn XX/XX/XXXX, I called the Home Depot Security Operations and talked to XXXX who said the second account is still active but I told her I do not even have a credit card with Home Depot for that account. XXXX also informed me that one more account under my name is still active. I don't have those three Home Depot credit cards at all. XXXX closed the second and the third credit card account and gave me a confirmation number # XXXX. \n\nOn XX/XX/XXXX, I received another statement with the same three fraudulent charges {$860.00}, plus fees {$29.00} and interest charge {$5.00} totaling {$900.00}. These charges showed up on the account I had closed with the confirmation number of # XXXX. \n\nHow could Home DepoXXXX transfer the fraudulent charges to accounts that had been closed? \n\nIn summary, the credit card I applied but never received had fraudulent purchases that I did not authorize in XX/XX/XXXX. The three fraudulent charges were transferred to a different credit card in late XXXX and then transferred to another credit card. \n\nAll the facts shown above are proofs of serious identity theft and credit card frauds. I have tried to resolve this matter for over 6 months, but XXXX XXXX still claims I am responsible for the fraudulent charges. \n\nYour help on resolving this issue would be highly appreciated.","date_sent_to_company":"2024-02-26T23:47:28.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"98105","tags":null,"has_narrative":true,"complaint_id":"8423868","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-02-26T23:10:14.000Z","state":"WA","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":["<em>XXXX</em>, the service representative told me Home Depot transferred the charges from the closed credit card <em>account</em> to this credit card. I do not even have that credit card. <em>XXXX</em> reopened the case for further investigation and asked me to call back. \n\nOn XX/XX/<em>XXXX</em>, I called the Home Depot <em>Security</em> <em>Operations</em> and <em>talked</em> to <em>XXXX</em> who <em>said</em> the <em>second</em> <em>account</em> is still active but I told her I do not even have a credit card with Home Depot for that <em>account</em>."]},"sort":[16.129587,"8423868"]},{"_index":"complaint-public-v1","_id":"5735695","_score":15.442213,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX I received a voicemail from XXXX at Home Depot Credit stating they received an application for credit in my name and needed verification. Left a reference number- XXXX. I returned call and told rep. that I had not applied for credit and do not process the application. I advised them that this was fraud. On XX/XX/XXXX I called them back to get more information. I was transferred to Security Operations. I was told that someone went into a store and tried to open my account using my personal identification information. We discussed that I did have an account opened in XXXX that I used to purchase a washing machine and dryer and paid it off in 12 months. It had not been used since that purchase. I asked for my account to be closed and the hard inquiry removed from my XXXX credit report. I advised that I have been a victim of Identity Theft three other times due to an XXXX breach. \n\nAfter this I received 2 letters on XX/XX/XXXX from Home Depot both dated XX/XX/XXXX. One acknowledged that they received my fraud complaint, closed my account and were investigating. The second letter thanked me for withdrawing my fraud claim and they were pleased that I was able to resolve the matter. I called Security Operations immediately on XX/XX/XXXX to dispute that I withdrew my fraud complaint. \" XXXX '' said that the notes in the file said that I told a rep that the attempt to open my account was \" real and valid '' and I withdrew my claim. I adamantly stated that I did not tell anyone this, that this was identity theft and I wanted the inquiry off my credit report. I expressed concern that since all my personal identifiable data was hacked that I wanted precautions added to confirm my identity. I was transferred to a rep to place a password on my account. This rep claimed she could not do that. She also claimed that my account had not been cancelled, and that it was not permanently closed. I called back that same morning to Home Depot Security and spoke to another person who was able to place a security password on my information. I have disputed the hard inquiry ( XX/XX/XXXX ) on my XXXX credit 2 times ( XX/XX/XXXX and XX/XX/XXXX ). I sent XXXX my police report dated XX/XX/XXXX and my FTC report dated XX/XX/XXXX. XXXX will not remove the hard inquiry. The results are as follows : \" Inquiries are a factual record of file access and will remain on the XXXX credit file two years from the report date of the inquiry. '' I submitted a personal statement : \" The hard inquiry from XXXX is identity theft when a person went to the store and tried to open account in my name using my PII and SSN andXX/XX/XXXXis aware of this as they reached out to me to verify my identity. '' On XX/XX/XXXX I received another letter from Home Depot ( dated XX/XX/XXXX ) stating they completed the investigation regarding my claim that the account was fraudulently opened using personal information. Based on their review they determined that I am responsible for the account and charges based on 3 factors that are untrue and/or not relevant. 1. The information received as part of the investigation does not support the claim that the account was fraudulently opened using personal information- Home Depot called me personally to receive my verification that it was me who applied for credit. I told them it was not me. They told me that someone went into the store claiming to be me. 2. I had knowledge of this debt and my actions indicate the same when I failed to call or question the resulting account or charge- When Home Depot called me, I told them it was not me. I asked if any charges went through, and I was told no. I called repeatedly and spent hours on the phone with them. 3. I remitted payment to them from a valid account- Yes, I did, back in XXXX! I called Security Operations again on XX/XX/XXXX and spoke to \" XXXX ''. I was put on hold several times, so he could speak to a manager. I was told my account was closed permanently. I requested again that the hard inquiry be removed and communicated to XXXX as Identity Theft. I told them that I have disputed it twice. XXXX told me that the hard credit inquiry was not something they deal with. They only deal with the actual investigation and I needed to reach out to Home Depot Credit Care as the inquiry was made at the store level. I explained that I was getting the run around, and that no one from Home Depot or their credit agencies wanted to facilitate this process or take responsibility. \n\nI called HD Customer Care on XX/XX/XXXX, and I was put on hold repeatedly for about XXXX minutes while the rep tried to reach Citibank Security. At XXXX XX/XX/XXXX she asked if she could call me back. I never heard back. I called back on XX/XX/XXXX. This rep put me on hold to talk to a supervisor. I was told that they could not help me with this at all, and I needed to dispute it with XXXX. I had already told her that I have disputed it twice, but Home Depot keeps reporting it as \" factual. '' I asked for a supervisor, and she transferred me. The line disconnected.","date_sent_to_company":"2022-07-05T16:56:48.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"63366","tags":null,"has_narrative":true,"complaint_id":"5735695","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-07-05T15:48:31.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I called <em>Security</em> <em>Operations</em> immediately on XX/XX/<em>XXXX</em> to dispute that I withdrew my fraud complaint. \" <em>XXXX</em> '' <em>said</em> that the notes in the file <em>said</em> that I told a rep that the attempt to open my <em>account</em> was \" real and valid '' and I withdrew my claim. I adamantly stated that I did not tell anyone this, that this was identity theft and I wanted the inquiry off my credit report."]},"sort":[15.442213,"5735695"]},{"_index":"complaint-public-v1","_id":"5735662","_score":14.819601,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX I received a voicemail from XXXX at XXXX XXXX XXXX stating they received an application for credit in my name and needed verification. Left a reference number- XXXX. I returned call and told rep. that I had not applied for credit and do not process the application. I advised them that this was fraud. On XX/XX/XXXX I called them back to get more information. I was transferred to Security Operations. I was told that someone went into a store and tried to open my account using my personal identification information. We discussed that I did have an account opened in XXXX that I used to purchase a XXXX XXXX XXXX XXXX and paid it off in 12 months. It had not been used since that purchase. I asked for my account to be closed and the hard inquiry removed from my Equifax credit report. I advised that I have been a victim of Identity Theft three other times due to an Equifax breach. \n\nAfter this I received 2 letters on XX/XX/XXXX from XXXX XXXX both dated XX/XX/XXXX. One acknowledged that they received my fraud complaint, closed my account and were investigating. The second letter thanked me for withdrawing my fraud claim and they were pleased that I was able to resolve the matter. I called Security Operations immediately on XX/XX/XXXX to dispute that I withdrew my fraud complaint. \" XXXX '' said that the notes in the file said that I told a rep that the attempt to open my account was \" real and valid '' and I withdrew my claim. I adamantly stated that I did not tell anyone this, that this was identity theft and I wanted the inquiry off my credit report. I expressed concern that since all my personal identifiable data was hacked that I wanted precautions added to confirm my identity. I was transferred to a rep to place a password on my account. This rep claimed she could not do that. She also claimed that my account had not been cancelled, and that it was not permanently closed. I called back that same morning to XXXX XXXX XXXX and spoke to another person who was able to place a security password on my information. I have disputed the hard inquiry ( XX/XX/XXXX ) on my Equifax credit 2 times ( XX/XX/XXXX and XX/XX/XXXX ). I sent Equifax my police report dated XX/XX/XXXX and my FTC report dated XX/XX/XXXX. Equifax will not remove the hard inquiry. The results are as follows : \" Inquiries are a factual record of file access and will remain on the Equifax credit file two years from the report date of the inquiry. '' I submitted a personal statement : \" The hard inquiry from XXXX is identity theft when a person went to the store and tried to open account in my name using my PII and SSN and XXXX is aware of this as they reached out to me to verify my identity. '' On XX/XX/XXXX I received another letter from XXXX XXXX ( dated XX/XX/XXXX ) stating they completed the investigation regarding my claim that the account was fraudulently opened using personal information. Based on their review they determined that I am responsible for the account and charges based on 3 factors that are untrue and/or not relevant. 1. The information received as part of the investigation does not support the claim that the account was fraudulently opened using personal information- XXXX XXXX called me personally to receive my verification that it was me who applied for credit. I told them it was not me. They told me that someone went into the store claiming to be me. 2. I had knowledge of this debt and my actions indicate the same when I failed to call or question the resulting account or charge- When XXXX XXXX called me, I told them it was not me. I asked if any charges went through, and I was told no. I called repeatedly and spent hours on the phone with them. 3. I remitted payment to them from a valid XXXX XXXX, I did, back in XXXX! I called Security Operations again on XX/XX/XXXX and spoke to \" XXXX ''. I was put on hold several times, so he could speak to a manager. I was told my account was closed permanently. I requested again that the hard inquiry be removed and communicated to Equifax as Identity Theft. I told them that I have disputed it twice. XXXX told me that the hard credit inquiry was not something they deal with. They only deal with the actual investigation and I needed to reach out to XXXX XXXX XXXX XXXX as the inquiry was made at the store level. I explained that I was getting the run around, and that no one from XXXX XXXX or their credit agencies wanted to facilitate this process or take responsibility. \n\nI called XXXX  Customer Care on XX/XX/XXXX, and I was put on hold repeatedly for about XXXX minutes while the rep tried to reach XXXX XXXX. At XXXX am she asked if she could call me back. I never heard back. I called back on XX/XX/XXXX. This rep put me on hold to talk to a supervisor. I was told that they could not help me with this at all, and I needed to dispute it with Equifax. I had already told her that I have disputed it twice, but XXXX XXXX keeps reporting it as \" factual. '' I asked for a supervisor, and she transferred me. The line disconnected.","date_sent_to_company":"2022-07-05T16:56:59.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"63366","tags":null,"has_narrative":true,"complaint_id":"5735662","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-07-05T16:56:55.000Z","state":"MO","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I called <em>Security</em> <em>Operations</em> immediately on XX/XX/<em>XXXX</em> to dispute that I withdrew my fraud complaint. \" <em>XXXX</em> '' <em>said</em> that the notes in the file <em>said</em> that I told a rep that the attempt to open my <em>account</em> was \" real and valid '' and I withdrew my claim. I adamantly stated that I did not tell anyone this, that this was identity theft and I wanted the inquiry off my credit report."]},"sort":[14.819601,"5735662"]},{"_index":"complaint-public-v1","_id":"2196403","_score":14.310681,"_source":{"product":"Bank account or service","complaint_what_happened":"This is in regards to a discrepancy with my account following the XX/XX/XXXX. On the XX/XX/XXXX I deposited a check made payable to me in an amount of {$10000.00}. Due to this large sum, I spoke with XXXX named, XXXX to confirm when the money would be deposited, which she replied as within XXXX business days. When XXXX gave me the official receipt for this transaction, I was at first mistakenly given an official receipt for {$1000.00}, which I noticed instantly and asked for a corrected second official receipt for the correct amount of {$10000.00}. The first incorrect official receipt was ripped up by XXXX, therefore I am only able to present the second official receipt. \nOn the XXXX, I received a mailed reply from the US Bank XXXX Department regarding the issue, explaining that {$9000.00} was deposited into my account for the banking error, which XXXX deposited {$1000.00} only. Around this time, I was also informed by my colleague that the amount of {$9000.00} was still sitting in his checking account. \nConcerned, I went to the bank on XXXX and spoke with their employees ( XXXX, XXXX particular ) regarding the money that was still sitting in my colleague 's checking account ( XXXX ). They told me that everything was fine, that the money was properly transferred from XXXX. I continued to visit the bank every morning till the XXXX to inform the employees that the {$9000.00} was still sitting in my colleague 's account. XXXX and the other employees continued to explain that there was nothing to worry about. XXXX also explained that if I wanted confirmation of the check being cleared successfully, I needed to give her my colleague 's bank branch zip code and his last XXXX digits of social security - which I later provided. XXXX supposedly received confirmation by referring to the XXXX Department where she spoke with a woman named XXXX and provided a handwritten note which said the case was closed between XXXX, and also told me in her own words \" do not bother me anymore about this case ''. \nOn the XX/XX/XXXX, I also personally spoke with an agent named XXXX with US Bank, who explained that there was no problem regarding the {$9000.00} in my account. \nFinally, on the XX/XX/XXXX, I was shocked to find detailed in my transaction history ( XX/XX/XXXX in the transaction date ) that {$9000.00} had been withdrawn without my permission, without any notice, reason, or comment. When I went to the bank to complain about this issue, I was met with lax employees with unhelpful response to this dire situation. I 'm in absolute shock by this because the employees at my branch are claiming they are completely without fault. I spoke with XXXX, but he waived me off, saying that I should retrieve the {$9000.00} from my colleague. XXXX continued to explain to me that the {$9000.00} that was previously added to my account was given as bank credit. He then asked about my nationality and my culture and told me to stop talking in an aggressive manner. On XXXX, I also showed XXXX documents regarding the {$9000.00} which was still held in my colleague 's account from XXXX through XXXX but he said he could n't trust the documents. The delinquency of duty by the employees makes me question the entire operation managed by US Bank. If the remaining {$9000.00} was never transferred in the first place, why was I told that the funds were transferred successfully in my account? Why was I repeatedly given assurance that everything was fine? How can I trust other banks if a member of FDIC has failed me?","date_sent_to_company":"2016-11-04T11:37:35.000Z","issue":"Deposits and withdrawals","sub_product":"Checking account","zip_code":"90503","tags":null,"has_narrative":true,"complaint_id":"2196403","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2016-11-04T11:37:34.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["On <em>XXXX</em>, I also showed <em>XXXX</em> documents regarding the {$9000.00} which was still held in my colleague 's <em>account</em> from <em>XXXX</em> through <em>XXXX</em> but he <em>said</em> he could n't trust the documents. The delinquency of duty by the employees makes me question the entire <em>operation</em> managed by US Bank. If the remaining {$9000.00} was never transferred in the first place, why was I told that the funds were transferred successfully in my <em>account</em>? Why was I repeatedly given assurance that everything was fine?"],"product":["Bank <em>account</em> or service"],"sub_product":["Checking <em>account</em>"]},"sort":[14.310681,"2196403"]},{"_index":"complaint-public-v1","_id":"2774251","_score":12.624746,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"on XX/XX/XXXX- XX/XX/XXXX, i was involved in a scam. that morning of XX/XX/XXXX, i logged into my XXXX account and it said that i had been victimized, for lack of a better word, and that all my account info had been stolen. immediately i XXXX for a number to call XXXX and resolve this. i have since been told that XXXX does not have a listed phone number. but, when i XXXX the number came up as XXXX. i immediately called the number and spoke to a man, XXXX XXXX , at ext. XXXX. he told me yes, my account had been hacked and that i had 115 trojans showing. he also told me all my credit card info had been hacked, as well as my bank account, etc. i have to tell you i was scared to XXXX. i am a single XXXX year old vetran living on social security XXXX and i was shaking. he told me XXXX had a resolution for this problem. he told me i would need to buy {$300.00} worth of XXXX XXXX cards and they would be used to handle the cost of restoring my firewall and no one would be able to hack me again. he assured me the money would be refunded by XXXX within 5 to 7 days. i went to my XXXX XXXX and purchased the cards. he stayed on the line until i returned home and read him the numbers off the XXXX worth of cards. he then told me it would take 12 hrs. to restore all my accounts and to call him the next morning. the next morning i called and he announced that we were halfway there. he then told me i would have to purchase an additional XXXX worth of cards and read him the numbers off the cards. again he waited on the phone while i read off all the numbers. he told me to rest assured that XXXX would be refunding me the money. while i was waiting on hold, pictures of the actual XXXX  operations bldg. were shown i guess so i would feel safe. at this point i questioned him again about the refund and again i was told this was how XXXX took care of hacker problems. in his next breath he told me i would have to get an additional XXXX worth of i tunes cards to continue. i told him i could n't and he got nasty with me. it was then that i thought i may be being scammed. i told him i was going to turn him into the bbb and he laughed. i hund up and immediately called both credit card companies that i had used and told them what had just happened. i was told by the first to rest assured that i was covered and was not liable. not to worry. the second credit card company told me to wait 5 days and they would handle it, again no worries. so i believed i was ok. both credit card companies have since told me there is nothing they can do and that i 'm responsible. i am just sick over this. the other man i talked to was XXXX XXXX, XXXX id # XXXX, XXXX. the next man was XXXX XXXX at ext. XXXX when i tried to call them back i got a recording that the number was no longer in service.","date_sent_to_company":"2018-01-16T14:06:45.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"167XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2774251","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2018-01-07T22:30:59.000Z","state":"PA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["on XX/XX/<em>XXXX</em>- XX/XX/<em>XXXX</em>, i was involved in a scam. that morning of XX/XX/<em>XXXX</em>, i logged into my <em>XXXX</em> <em>account</em> and it <em>said</em> that i had been victimized, for lack of a better word, and that all my <em>account</em> info had been stolen. immediately i <em>XXXX</em> for a number to call <em>XXXX</em> and resolve this. i have since been told that <em>XXXX</em> does not have a listed phone number. but, when i <em>XXXX</em> the number came up as <em>XXXX</em>. i immediately called the number and spoke to a man, <em>XXXX</em> <em>XXXX</em> , at ext."]},"sort":[12.624746,"2774251"]},{"_index":"complaint-public-v1","_id":"7512393","_score":12.155734,"_source":{"product":"Credit card","complaint_what_happened":"CREDIT CARD FRAUD\nWAYFAIR AND CITIBANK - FRAUD, COMPLICITY AND NEGLIGENCE\n\nOVERVIEW\nOn or about XXXX XXXX XXXX  Wayfair | Citi Cards | Citibank N.A. erroneously issued a credit card in my name to a person unknown to me who had apparently hacked an old Wayfair account and stolen personal information. At the same time, Wayfair allowed the fraudster to charge thousands of dollars in merchandise in three orders to be sent to various locations in California\n\nI live in Colorado. I have never applied for a Wayfair credit card, not in XXXX  or ever. I have not purchased from Wayfair in several years; the account has been dormant since XXXX, and the associated email address closed. I received no notice about either the credit card issuance or the orders. \n\nThe first bogus order was delivered sometime between XXXX XXXX XXXX XXXX XXXX. Wayfair apparently realized that something was wrong and cancelled the second and third orders. \n\nAlthough the items were delivered to California, the credit card statement, with XXXX XXXX XXXX  full amount charged, was mailed to my address in Colorado. Upon receipt around XXXX XXXX I contacted both Wayfair and Wayfair Credit Card (Citibank) to report the mistake, only then learning of the fraudulent card issued in my name and bogus charges. Both entities assured me that they were aware that fraud had occurred, that the credit card account was closed and all charges removed. I was told that no further action was required on my part.\n\nDespite the many unequivocal assurances, I continued to receive statements for the charges, then harassing phone calls, and finally threats of sending the account to collections. \nSince that time, I have communicated by phone, email and online chats with no fewer than 35 people, at Wayfair and Citibank and/or Wayfair Credit Card, wasting well over 100 hours in a futile effort to get this remedied.\nOver and over, I provide details and wait as agents review the situation. I describe the increasing seriousness of the matter and evolving damages, and plead for a supervisor, manager and/or the corporate office look into the situation. \n\nIve been told consistently and apologetically, by multiple people in various departments, that errors were made and someone dropped the ball.  Each call or chat takes an average of one hour and, though the agents consistently promise that they or another department will follow up until the problem is satisfactorily fixed, and my time, inconvenience and ongoing stress compensated in some way, none of the promised follow-up and rectification has occurred. Worse, they either cannot or will not provide a means for me to reach them again forcing me, except in one brief instance, to start over with each new contact. \n\nThe situation is further complicated by having to deal with two (and possibly three) entities who I cant force to communicate with each other. Im, as yet, unsure of the structure of Wayfair Credit Card and Citibank.\nWayfair representatives, when not saying variously that they will correct the errors or that they have already been corrected, advise me to contact MY credit card company (which I have only because Wayfair issued the card in error). Citibank, which confirmed back in XXXX XXXX that the card was cancelled and all charges removed, now states they can do nothing until they get word directly from Wayfair to delete the remaining charges. They will not contact any of the various reps and departments Ive talked to and provide no direction other than to call the number Ive already been calling. I have no way to make Wayfair communicate with Citibank, and the Wayfair reps refuse to provide me with anything written that I might forward. Ive many times requested that both entities open a formal investigation with me in the loop. Even when Im told they will, I hear nothing further except from collections agents who say they cant or wont process any information I give them. There is no continuity or accountability anywhere.\n\nThis nightmare has dragged on for almost eight months.\n\nDespite the many promises and assurances, I continue to be harassed (now by letters rather than calls) by Wayfair/ Citibank for payment of now more than $2,000 (with late fees and finance charges). \n\nMy credit has been severely damaged, dropping roughly XXXX  points from a lifelong high of over 800 to as low as XXXX, I have lost financial opportunities (advantageous phone plans, credit card applications delayed or denied, and favorable loans unavailable), and have spent well over a hundred hours writing and talking to dozens of people, and communicating with the credit bureaus and researching remedies. Heartbreakingly, Ive  delayed plans to purchase a new retirement home in XXXX XXXX, concerned about mortgage qualification and terms.\n\nThis has caused a tremendous amount of stress, uncertainty and disruption in my life. I no longer have any hope of resolution by working diligently and in good faith with either Wayfair or Citibank.\n\nDETAILS  DATES, THE ORDERS, PHONE CALLS, CORRESPONDENCE (CHATS NOT INCLUDED)\n\nCredit card issued on or about XXXX XXXX XXXX  with account ending in XXXX.\nWayfair Credit Card (issued by Citibank, N.A.)\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX  \nFirst statement sent XXXX XXXX XXXX  Most recent XXXX  statement is XXXX with fees and interest.\n\nThese are the three orders taken by Wayfair on or about XXXX XXXX XXXX (they are no longer accessible on the Wayfair website):\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  \tCANCELLED BY WAYFAIR\nXXXX XXXX XXXX XXXX XXXX\t\tCANCELLED BY WAYFAIR\nAddresses listed for delivery of the fraudulent orders (I do not know these people or their locations):\nEmail: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I received a statement from Wayfair Credit Card for XXXX. Knowing Id placed no orders with Wayfair, I contacted both Wayfair and Wayfair|Citi Cards, to notify them of the error. Between XXXX XXXX XXXX XXXX XXXX, I spoke to several different people at both entities, including but not limited to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Every Wayfair representative confirmed that the company was aware of the fraudulent activity, that all charges had been removed, and I did not need to do anything further. I requested an investigation into how the criminal might have gotten into my account and been approved for a credit card, then been allowed to immediately place orders. I was told a case would be opened.\nFor their part, Citibank confirmed also that the card had been cancelled and all charges removed. \nI received a letter from Wayfair Security Operations dated XXXX XXXX XXXX confirming that the account was closed and that they would investigate the charges. I was unaware then that, contrary to what I had been told, some of the charges would remain on the fraudulent account and I might be held responsible for them.\nI didnt receive follow up from Wayfair and, still concerned about how the identity theft had occurred, I called Wayfair again on XXXX XXXX to gather more information. I talked to several reps for most of the afternoon. The first person, possibly XXXX, confirmed that Wayfair knew that the credit card application had been falsified and the three orders fraudulent, that the first order was delivered, and the other two cancelled.\nI was transferred to XXXX  for a more in-depth review. XXXX  went over the status and details surrounding  the several orders, including contact information of the fraudster. XXXX  had previously been an investigator with a financial institution, and was helpful. She found that the first order had been delivered between XXXX XXXX XXXX XXXX XXXX, (I didnt record the exact day) at XXXX to an apartment building in XXXX XXXX She surmised that the person responsible had the items delivered outside the front door, with a truck of their own waiting for the pickup. The second and third orders were cancelled and never delivered. \nXXXX  sent me copies of the invoices and cancellation notices (see below), which Id not previously seen, and, consistent with other agents, confirmed that Wayfair knew that fraud had occurred in both the issuance of the credit card and online orders. I asked to be notified if any additional information became available. XXXX  said that while it was unlikely that Wayfair would take any further measures to find the scammer, I would not be responsible for any payments or further actions. \nLike XXXX, no one I talked to at Wayfair or Citibank expressed doubt that identity theft had occurred or suggest that I might be held responsible for their mistake. I especially did not know that upwards of XXXX  in interest and late fees would be charged to me, and that I would start getting collection calls even while the situation was being investigated.\nThe collection calls began in early XXXX  and mostly went to my voice mail. Those on the machine and the several phone calls I took, seemed suspicious especially as I wasnt expecting such contact.\nAs the number and frequency of contact increased, some daily, I called Wayfair again on XXXX XXXX I spoke with Wayfair rep XXXX XXXX, who stated absolutely that everything from their end had been resolved, that there were no outstanding charges, and that the collection calls most likely were the hacker or other scam. I began to suspect that something wasnt right and, after lengthy discussion, XXXX  discovered anomalies in the account(s), said he would have the situation reviewed, and would follow the case until it was resolved. He was the only person in seven months to give me follow-up contact information and with whom I was able to connect more than once. His phone number, however, did not reach him and his promises unfulfilled.\nLater, XXXX  emailed me that he was unable to reach a person in the fraud department directly (and nor was I allowed to talk to them) and received only a boiler plate response that they would look into the matter and follow up within three months by XXXX XXXX XXXX XXXX  continued to assure me that he would follow the case until resolved. \nI apologize for all the hassles and inconvenience this has been to you and I want to assure you I am still watching your order and will let you know when the dispute has been worked. XXXX  I will continue to monitor this with you until it is resolved. XXXX XXXX XXXX  Our email correspondence is provided in an attached document.\nConcerned about waiting, while I was receiving collection calls, I contacted Wayfair again on XXXX XXXX, and in another hour-plus phone call, this time with XXXX  who I understood was in the fraud department. XXXX confirmed the following facts and errors, as I later reported to XXXX  XXXX XXXX\tNotes showed that I was correct that all charges were to have been removed in XXXX XXXX and the card cancelled. There was no mention of any review, according to XXXX, and apparently none started then.\n2.\tFor some reason as yet unexplained, Citibank took the second two charges off but left on the first. This, XXXX  said was an error.\n3.\tXXXX  also said it was contrary to policy and proper procedure that I was being held accountable for the charges and, worse, getting collection calls; even if a review had been undertaken, the charges should have been on hold.\n\nXXXX  told me, candidly, that someone had dropped the ball. She too was not in the right department, but committed to follow up to make sure Wayfair rectified the situation. Though she could not provide me with her contact information to enable direct follow-up, said she would report back to XXXX, who she said was on her team, and I could follow up with him. \nI reported this conversation to XXXX, requesting an update, but never heard from him again. Nor did not hear back from XXXX, a different XXXX, or any other department.\nDespite all the assurances, mea culpas, and promises to make things right, I continued to get statements from Wayfair Credit Cards and further phone calls demanding payment, even after requests not to be harassed and that the situation be corrected. In early XXXX, I received a letter, again from Wayfair Security Operations, stating that The information reviewed as part of the investigation does not support your claim that this account was fraudulently opened using personal information and that I am responsible both for the account and charges in question. There was no explanation as to how they came to this erroneous conclusion(which contradicted all Id been told) and apparently no way to appeal.\nAround this time, I discovered that not only had Wayfair or Citibank sent out the account for collection, but had been reporting delinquencies to the credit unions beginning a steep decline in my XXXX  score - a dip already of XXXX  points.\nI continued to write XXXX XXXX, notifying him of the damages to my credit. I also attempted several online chats which, though extremely time-consuming, were unproductive. One rep advised me to write the corporate office at: ExecutiveResolution@Wayfair.com XXXX Chat with XXXX, Wayfair.) Henceforth, I sent emails to multiple departments: ExecutiveResolution and Service@Wayfair.com, as well as to XXXX XXXX (Emails are provided below.)\nOn XXXX XXXX  contrary to the denial letter I received in early XXXXXXXX XXXX XXXX confirmed in writing that all  the charges had been refunded: \nHi XXXX,\nI am sorry that you still did not receive any updates regarding the fraudulent orders made from your account. Upon checking, we already issued a full refund to your account. Please be advised to contact your bank directly to investigate.\nHowever, XXXX, like the others at Wayfair, ignored my repeat communication that Citibank (which is their bank, not mine) would not accept my representation of this fact and will not remove the charges until they hear directly from Wayfair.\nThen, from XXXX XXXX, I received the following email, again telling me that all charges were removed: \nThank you for reporting to us the suspicious order in your account. The orders XXXX XXXX XXXX XXXX have been successfully canceled. Wayfair takes this type of situation very seriously. We have our specialized team who will investigate this further and make sure to prevent potential risks in your account.\nNo follow up happened and the statements keep coming. I have asked them to make sure communications are going to the right place but every message I get is from a different person and it seems that there is no continuity of information at Wayfair.\nLate fees amounting to XXXX XXXX XXXX XXXX have been added to the total which was then XXXX  Delinquencies were reported to the credit unions. My XXXX  Score dropped from XXXX  to XXXX  and my credit rating likewise downgraded, with all associated damages.\nFootnote: Today I made a last effort to communicate with the credit card services company; specifically to get access to the Citibank account associated with the card so I might download the statements since XXXX. I never received the card itself, so dont have the security code necessary to register an account.  At XXXX, I called the number located on my XXXX XXXX XXXX, and spoke to XXXX XXXX XXXX XXXX  After an extensive period of time verifying the account, XXXX  informed me that the account was in review, and so she could take no action and I would have to call back in a week. I said I only needed copies of the statements and/or assistance accessing the account. I also reminded her that Id been calling for seven months so what could I expect to happen in a week. She said the conversation was going nowhere and she would have to hang up. I agreed and asked to be put in contact with a supervisor and/or whomever was undertaking the review. She said the shift had ended at XXXX  and there was no one else I could talk to, nor could she tell me what the review entailed or how long it would take.","date_sent_to_company":"2023-09-11T15:12:54.000Z","issue":"Getting a credit card","sub_product":"Store credit card","zip_code":"816XX","tags":null,"has_narrative":true,"complaint_id":"7512393","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-09-07T05:58:45.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I never received the card itself, so dont have the <em>security</em> code necessary to register an <em>account</em>.  At <em>XXXX</em>, I called the number located on my <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>, and spoke to <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>  After an extensive period of time verifying the <em>account</em>, <em>XXXX</em>  informed me that the <em>account</em> was in review, and so she could take no action and I would have to call back in a week. I <em>said</em> I only needed copies of the statements and/or assistance accessing the <em>account</em>."]},"sort":[12.155734,"7512393"]},{"_index":"complaint-public-v1","_id":"3497976","_score":12.008191,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Re : FactorTrust, Incorporated ( an alternative credit bureau ) On XX/XX/2020 I received an email alert from XXXX  notifying me of a change in my XXXX   credit report at XXXX XXXX. When I got home from work, I immediately accessed my credit report and noted that a hard inquiry by XXXX XXXX XXXX had been completed. I had not sought out the services of XXXX XXXX XXXX nor authorized XXXX XXXX XXXX to perform any inquiry. I immediately called XXXX XXXX XXXX and notified them of possible identity theft and fraudulent activity. They stated that it was an \" online '' loan application. I then stated that it definitely was not me and I was provided a customer service reference number by XXXX XXXX XXXX. I then began the process of placing security freezes and fraud alerts with XXXX, XXXX, and XXXX. When reviewing my credit reports I saw an unauthorized inquiry by FactorTrust, Incorporated.  I did not recognize that company so looked it up on the internet and found that they are an \" alternative credit bureau '' that is used by XXXX XXXX XXXX. I was unable to talk to a customer service representative at FactorTrust that evening because their hours of operation are from XXXX XXXX to XXXX XXXX Eastern Time. So, I attempted to access THAT credit report to place a security freeze and I was unable to successfully \" verify my identity '' by the questions posed ( I now know that they have created a credit report on me FULL of inaccuracies and will explain further. ) As I was unable to answer the verification questions ( which I have been able to do for over 30+ years with no problems with all other agencies ) I called their customer service number on XX/XX/2020 to notify them that XXXX XXXX XXXX was not authorized to do a credit inquiry and to place a fraud alert and security freeze on the credit report. The representative I spoke with did note that I had had difficulty signing on because of the \" failures '' on the security questions. Once I satisfactorily answered questions to verify my identity with the agent, I was provided a fax number and provided directions on placing a security freeze. I filled out a form and faxed it with supporting identification on XX/XX/2020. I have YET to  receive confirmation on the security freeze as of XX/XX/2020. As I was able to finally see the \" credit report '' generated by FactorTrust ( once the agent assisted me ) I  noticed multiple inaccuracies and items on the report that are not part of credit reports. First off, the report generated by FactorTrust , Inc. was done on XX/XX/2020 ... they have nothing prior to XX/XX/2020. Secondly, it had information included on the credit report that is not on the \" big '' three namely, a bank routing and account number and a loan number for XXXX XXXX XXXX with the amount of the \" payday '' loan ( yes, it said the type of loan it was ). In addition, it had my so-called salary and my so-called payroll frequency ( both incorrect ). With this information, I looked up the routing number and called the bank ( not a bank nor branch available in my state so obviously not mine ) and I notified that bank that my name, DOB, and SSN was used to obtain a loan fraudulently and that their bank is listed on my credit report. Their customer service department took the information on the evening of the 7th and said that they were forwarding it to their fraud department. I spent hours on the 7th and 8th trying to reach \" real '' people in various agencies/companies desperate to make sure the thief 's damage was contained. On XX/XX/2020 I filed an Identity Theft Report with the Federal Trade Commission naming XXXX XXXX XXXX and FactorTrust, Incorporated as unauthorized users of my personal information. Copies of the the FTC Identity Theft Report were provided XXXX XXXX XXXX and to all credit reporting agencies including FactorTrust, Incorporated, and disputes filed to have the inquiries removed. After filing the report and reading my rights under the Fair Credit Reporting Act I contacted the bank that was listed on my FactorTrust, Incorporated credit report to ask what information I needed to provide to them to obtain copies of the application someone used to open the bank account using my information. It was at this point that I learned that the bank account was not associated with my name and SSN. I explained that FactorTrust, Inc. has it associated with my personal identifying information and the bank stated that the information must have come from the XXXX XXXX XXXX loan application. In truth, FactorTrust, Inc. generated an inaccurate, falsified Consumer Disclosure Credit Report about ME using information from an ONLINE PAYDAY LOAN application. On XX/XX/2020 I mailed a letter to FactorTrust, Incorporated requesting that they A ) delete and block XXXX XXXX XXXX from my credit report, and B ) that they delete and remove my entire consumer report file that they generated as the result of identity theft and fraud. On XX/XX/2020, I faxed a duplicate request to FactorTrust Incorporated along with the FTC Identity Theft Report. To date, FactorTrust, Inc. has still not notified me of my requested security freeze status. To date, FactorTrust Inc. is the only credit reporting agency that has not removed the fraudulent inquiry and information. To date, the only correspondence I have received from them is an email in response to my disputes about the false information and the XXXX XXXX XXXX inquiry. Email reads as follows : Good morning, We are in receipt of your dispute and have started the investigation process. Please provide us proof and back up supporting your claims. This supporting documentation can be mailed or faxed in to us. If you have any questions or concerns, please give us a call at ( XXXX ) XXXX. \nThanks, Consumer Support FactorTrust, Inc. \nXXXX XXXX XXXX XXXX, GA XXXX Fax XXXX To summarize : FactorTrust , Inc. is party to creating a Consumer Disclosure Credit Report full of inaccurate and false information based on an online application created by an identity thief. MANY of the items on the FactorTrust, Inc. credit report are not found on my XXXX, XXXX, and XXXX  reports. FactorTrust, Inc. is the least responsive to my requests to correct and delete any and all information they collected on me as the result of identity theft.","date_sent_to_company":"2020-01-22T19:34:32.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"750XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3497976","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FactorTrust, Inc.","date_received":"2020-01-16T01:48:02.000Z","state":"TX","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I did not recognize that company so looked it up on the internet and found that they are an \" alternative credit bureau '' that is used by <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>. I was unable to <em>talk</em> to a customer service representative at FactorTrust that evening because their hours of <em>operation</em> are from <em>XXXX</em> <em>XXXX</em> to <em>XXXX</em> <em>XXXX</em> Eastern Time."]},"sort":[12.008191,"3497976"]},{"_index":"complaint-public-v1","_id":"9466666","_score":11.186676,"_source":{"product":"Debt collection","complaint_what_happened":"I am writing to file a complaint regarding fraudulent activity associated with an old XXXX account and the subsequent handling of this matter by XXXX and American Coradius International LLC ( ACI ). Below is a detailed account of the events : XX/XX/XXXX : I received a collection notice from ACI for {$640.00}. Initially, I suspected a scam. I contacted XXXX and spoke with a representative, who confirmed the legitimacy of the debt associated with a specific account number. I informed her that I only have one XXXX account and disputed the debt. The representative told me the account in question was associated with an unfamiliar email address. She provided a ticket number and mentioned that the XXXX XXXX XXXX XXXX XXXX would contact me within five days by mail for a solution, which never happened. \n\nOn the same day, I also contacted ACI and spoke with another representative. He noted that the email associated with the debt was different from mine and advised that it appeared to be a case of fraud. He confirmed the email was the same unfamiliar one mentioned earlier. He suggested obtaining a police report to validate the fraud claim and assured me that XXXX would handle the investigation within 15 days. However, I did not hear back from either XXXX or ACI. \n\nXXXX XXXX : I filed a report with the XXXX Police Department XXXX and the Chief of Police provided an offense/incident report. \n\nXXXX XXXX approximately : I contacted XXXX again and was given inconsistent information. Customer service representatives across various departments, including disputes and collections, informed me that the email suspected of fraud was different from the one initially mentioned. The representative also told me that the ticket had been closed and that the email associated with the fraudulent activity was flagged as identity theft. However, I was also told that no fraud was found, which contradicts their earlier statements. \n\nDuring this conversation, I discovered that the email associated with the fraud was one I haven't used in 14 years, suggesting it was accessed through the dark web for unauthorized charges. Despite this, XXXX closed the ticket without resolving the issue. I was passed to customer support again, explained the situation, and was given a second ticket number and told it would be passed to the appropriate department. \n\nI contacted ACI again and spoke with an Operations Manager, who reiterated that XXXX was handling the investigation and that it would take 6-8 weeks. He told me to email him the police report and to check back at the end of XXXX. He also confirmed that the XXXX account in question of fraud was the old email address. I informed him that this unresolved fraud could affect XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I emailed the police report but received no confirmation of receipt or further assistance. \n\nXX/XX/XXXX : I sent certified express mail to both XXXX XXXX Fraud Department and ACI, including a formal dispute letter, FTC identity theft letter, police report, and a copy of my driver 's license. Despite these efforts, I have received no resolution or meaningful assistance. \n\nXX/XX/XXXX : I contacted XXXX again, and they confirmed that the old email address was flagged for identity theft and could no longer be used. However, when I asked their collections department for a status or resolution on all my ticket numbers regarding the fraud, they could not provide any information. The representative passed me to customer service, and I talked to another representative. I explained the entire situation again, and he gave me a new ticket number. He, like others, said he could not access much information on the old email account. He told me he would pass it to the security team to see if they could find out any information. \n\nThis ongoing situation is causing significant stress and could potentially impact my employment and credit. I have been given the runaround and no help resolving the matter. I am seeking your assistance to resolve this matter swiftly and to hold XXXX and ACI accountable for their handling of this fraudulent activity. I have gotten no answers, and this should be treated as a case of identity theft/fraud and resolved promptly. \n\nThank you for your attention to this urgent matter.","date_sent_to_company":"2024-07-10T03:30:12.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"811XX","tags":null,"has_narrative":true,"complaint_id":"9466666","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"American Coradius International LLC","date_received":"2024-07-10T01:20:51.000Z","state":"CO","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["The representative passed me to customer service, and I <em>talked</em> to another representative. I explained the entire situation again, and he gave me a new ticket number. He, like others, <em>said</em> he could not access much information on the old email <em>account</em>. He told me he would pass it to the <em>security</em> team to see if they could find out any information. \n\nThis ongoing situation is causing significant stress and could potentially impact my employment and credit."]},"sort":[11.186676,"9466666"]},{"_index":"complaint-public-v1","_id":"9466679","_score":11.1393385,"_source":{"product":"Debt collection","complaint_what_happened":"I am writing to file a complaint regarding fraudulent activity associated with an old PayPal account and the subsequent handling of this matter by PayPal and XXXX XXXX XXXX XXXX ( XXXX ). Below is a detailed account of the events : XX/XX/XXXX : I received a collection notice from XXXX for {$640.00}. Initially, I suspected a scam. I contacted PayPal and spoke with a representative, who confirmed the legitimacy of the debt associated with a specific account number. I informed her that I only have one PayPal account and disputed the debt. The representative told me the account in question was associated with an unfamiliar email address. She provided a ticket number and mentioned that the XXXX XXXX XXXX XXXX XXXX would contact me within five days by mail for a solution, which never happened. \n\nOn the same day, I also contacted XXXX and spoke with another representative. He noted that the email associated with the debt was different from mine and advised that it appeared to be a case of fraud. He confirmed the email was the same unfamiliar one mentioned earlier. He suggested obtaining a police report to validate the fraud claim and assured me that PayPal would handle the investigation within 15 days. However, I did not hear back from either PayPal or XXXX. \n\nXXXX XXXX : I filed a report with the XXXX Police Department , and the Chief of Police provided an offense/incident report. \n\nXXXX XXXX approximately : I contacted PayPal again and was given inconsistent information. Customer service representatives across various departments, including disputes and collections, informed me that the email suspected of fraud was different from the one initially mentioned. The representative also told me that the ticket had been closed and that the email associated with the fraudulent activity was flagged as identity theft. However, I was also told that no fraud was found, which contradicts their earlier statements. \n\nDuring this conversation, I discovered that the email associated with the fraud was one I haven't used in 14 years, suggesting it was accessed through the dark web for unauthorized charges. Despite this, PayPal closed the ticket without resolving the issue. I was passed to customer support again, explained the situation, and was given a second ticket number and told it would be passed to the appropriate department. \n\nI contacted XXXX again and spoke with an Operations Manager, who reiterated that PayPal was handling the investigation and that it would take 6-8 weeks. He told me to email him the police report and to check back at the end of XXXX. He also confirmed that the PayPal account in question of fraud was the old email address. I informed him that this unresolved fraud could affect my newly secured XXXX  with the XXXX XXXX XXXX XXXX due to public trust clearance requirements. I emailed the police report but received no confirmation of receipt or further assistance. \n\nXX/XX/XXXX : I sent XXXXertified express mail to both PayPal 's Fraud Department and XXXX, including a formal dispute letter, FTC identity theft letter, police report, and a copy of my driver 's license. Despite these efforts, I have received no resolution or meaningful assistance. \n\nXX/XX/XXXX : I contacted PayPal again, and they confirmed that the old email address was flagged for identity theft and could no longer be used. However, when I asked their collections department for a status or resolution on all my ticket numbers regarding the fraud, they could not provide any information. The representative passed me to customer service, and I talked to another representative. I explained the entire situation again, and he gave me a new ticket number. He, like others, said he could not access much information on the old email account. He told me he would pass it to the security team to see if they could find out any information. \n\nThis ongoing situation is causing significant stress and could potentially impact my employment and credit. I have been given the runaround and no help resolving the matter. I am seeking your assistance to resolve this matter swiftly and to hold PayPal and XXXX accountable for their handling of this fraudulent activity. I have gotten no answers, and this should be treated as a case of identity theft/fraud and resolved promptly. \n\nThank you for your attention to this urgent matter.","date_sent_to_company":"2024-07-10T03:30:18.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"811XX","tags":null,"has_narrative":true,"complaint_id":"9466679","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-07-10T03:30:16.000Z","state":"CO","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["He, like others, <em>said</em> he could not access much information on the old email <em>account</em>. He told me he would pass it to the <em>security</em> team to see if they could find out any information. \n\nThis ongoing situation is causing significant stress and could potentially impact my employment and credit. I have been given the runaround and no help resolving the matter."]},"sort":[11.1393385,"9466679"]},{"_index":"complaint-public-v1","_id":"8869686","_score":9.962773,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I changed my legal name to XXXX XXXX XXXX. My previous name was XXXX XXXX XXXX. \n\nOn XX/XX/XXXX I filled out Citi bank name change kit, including paying {$15.00} for having a notary ( XXXX ) watch me sign it. On the same day I mailed Citi bank everything in the name change kit, including a photo copy of my drivers license with my new name, the final decree of the legal name change signed by the judge, w9, and more. \n\nSometime after Citi bank sent me a debit card with my new name, at this point I thought everything was fine. Then Citi bank reverted my name change, sent me a new w9 to fill out. I filled out the w9 and mailed it to them. They denied the w9 because it had my new name on it. \n\nDesperate to get my funds out of my account I opened up a XXXX ( Colorado ) Checking account on XX/XX/XXXX and wrote a check from my old name to my new name for {$25000.00}. ( If Citi bank doesn't want to acknowledge my new name, fine, I'll just write a check to myself. My new bank was on board with this too. ) Citi bank froze my account and undid the {$25000.00} check which I had started already using for a CD that I opened with XXXX ( Colorado ) on XX/XX/XXXX. \n\nWhen I asked them why they froze my account, they refused to state why. \n\nI have spent countless hours talking with Citi bank 's customer support and they are useless and spiteful. They have refused to help. \n\nI reached out by email to Citi bank via XXXX and all they did was direct me back to their useless phone support. \n\nEvery other bank and financial institution was fine with my name change ( XXXX, XXXX, XXXX XXXX XXXX ), Citi bank is literally the only company I have had any issues with. \nSubmitted complaint to CFPB, XXXX On XX/XX/XXXX I once again sent in a name change kit, including a notary, photo copy of my drivers license both OLD AND NEW, the final decree of the legal name change signed by the judge, w9, and more. \n\nOn XX/XX/XXXX I called the fraud department to attempt to get information on why my account was still frozen. After giving my social security, debit card number, and checking account number, they transferred me and then that person hung up on me before I could even talk to them. \n\nOn XX/XX/XXXX I once again emailed customer help to attempt to get someone at Citi bank to take ownership of the issues I have been experiencing. \n\nOn XX/XX/XXXX I contacted XXXX team. They said agent investigating issue was busy and would respond in 48 hours. \n\nOn XX/XX/XXXX Talked to XXXX. XXXX was not in office at XXXX central time, they will reach out at some point? \n\nOn XX/XX/XXXX XXXX mountain time, I called citibank customer service and they told me to call XXXX to talk to another team that could help me with this issue but after calling the number it doesn't go to a citi >reached out to XXXX on both my old and new email addresses >reached out to XXXX on both my old and new email addresses On XX/XX/XXXX I received an email response from XXXX team and I immediately responded to their email as requested with attachments : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX with notary signed from previous notary from XX/XX/XXXX in addition to what they requested, I also included : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXpicture of the final decree of the legal name change signed by the judge from previous submission I also asked for information regarding a Need to Contact letter they mentioned in an email. I'm not sure if they mailed it already or if they are mailing it as of today. \n\nI submitted complaint to CFPB under my old name since my first complaint was rejected on XX/XX/XXXX because \" THE COMPLAINT LISTS SOMEONE THE COMPANY DOES NOT RECOGNIZE AS THEIR CUSTOMER OR THEIR CUSTOMER 'S AUTHORIZED REPRESENTATIVE. '' XXXX On XX/XX/XXXX XXXX mountain time, I reached out to XXXX 's phone number and requested XXXX contact me immediately. Another team mentioned my case was being handled by XXXX not XXXX and I am confused as to who I should be talking to. I also mentioned the emails I sent and how I might need help filling them out as I have a XXXX and don't understand their conflicting information they give me. \n\nOn XX/XX/XXXX XXXX, XXXX called me. She will respond to me Monday when she gets information back from another one of Citi 's departments. She stated I was already mailed a letter but I never received it ( USPS informed delivery can verify nothing ever reached my mailbox, the only thing I got from citi was a checkbook and SPAM ). She is going to send another letter. She can not verify what address they are sending it to. I suspect the first letter was \" lost '' by someone in the fraud department, likely a 2nd tier XXXX overseas. \n\nOn XX/XX/XXXX I went to a costco and updated my costco card with my new name, shouldn't have any problems but at this point since my costco XXXX card is attached to citi WHICH STILL REFUSES TO ACKNOWLEDGE MY NEW NAME i'm expecting problems On XX/XX/XXXX I called XXXX. They eventually got back to me and said my signature wasn't accepted DESPITE MATCHING MY GOVERNMENT ISSUED DRIVER LICENSE On XX/XX/XXXX I showed up to a XXXX ( Colorado ) branch to get a 3rd notary to sign my name change kit, and XXXX denied me notary services due to what citibank has done to me. They suspect me of fraud now and I can not even open an account with them. I drove to a XXXX location that I did my 1st notary with, the one who wrote XXXX instead of XXXX on the first workday of the year ( one of the reasons citibank refuses to acknowledge my name change ) and a different notary signed my paperwork. I reached out to XXXX through phone who were no help and reached out to customer help through email to get the mailing address of the name change kit. \n\nOn XX/XX/XXXX I mailed my fourth name change kit to Citibank Retail Service Operations, Attn : XXXX XXXX, XXXX XXXX  XXXX XXXX, XXXX XXXX, TX XXXX On XX/XX/XXXX I received mail, my new Costco Anywhere XXXX Card by Citi with my ( SURPRISE! ) OLD NAME ON IT STILL On XX/XX/XXXX and XXXX, XXXX I emailed XXXX about not receiving letters that were supposed to help me unlock my account On XX/XX/XXXX I replied to XXXX email, they've still done nothing On XX/XX/XXXX I called XXXX multiple times. XXXX 's extension now hangs up on me immediately upon entering it. Eventually I got through and stated once again I have not received the need to contact letter. \n\nOn XX/XX/XXXX I sent all my personal information to the citi eru email since they haven't received my name change kit through the snail mail either. I verified I sent it to the correct address with XXXX. \n\nOn XX/XX/XXXX I called XXXX but could not get in contact with XXXX. Person I spoke to could also not get in contact with XXXX. Attempted to make a complaint for how ineffective the XXXX has been. Suspect someone in the fraud team is also not doing their job/lying as I have not received the need to contact letter on both attempts. It has been well over 10 business days now. \n\nOn XX/XX/XXXX I sent another email to XXXX, \" Can someone please help unfreeze my account and update to my new legal name? I have provided the name change kit via mail ( mailed XX/XX/XXXX ) and have also provided images in the previous two emails I have sent to XXXX. I called Friday but XXXX never replied. She was supposed to follow up with me from a call from Thursday too regarding the need-to-contact letters that both never arrived in the mail. \n\nOn XX/XX/XXXX I made another complaint with consumerfinance, Complaint Number XXXX, fair resolution : 1 ) unfreeze my account 2 ) update my legal name 3 ) provide interest from {$25000.00} that is frozen in checking account that they have refused to unfreeze. I am only asking for the interest that would have been earned had I been allowed to transfer the money to my savings account which earns 4.35 % interest rate. I am not even asking for the 5.0 % interest rate I would have been earning had they not frozen my account through a XXXX XXXX. They have ruined my reputation with XXXX and have been completely malicious and inept at fixing my issues. I have provided all the documentation that should be necessary to fix my issues but they still refuse to help. The date of the freeze was on or around XX/XX/XXXX. If my math is correct, as of today they owe me around {$110.00} in unpaid interest from their malicious account freeze. They have also made me waste endless time talking to their customer support, email their customer support, driving to public notaries, paying notaries {$15.00} for their signature, driving to the post office, and the extreme mental health consequences of not being able to pay my rent starting XX/XX/XXXX and not allowing access to my money for purchases such as car insurance. \n\nOn XX/XX/XXXX I made a complaint to fdic.gov, case number is : XXXX : I am writing to bring to your attention a concerning and ongoing issue regarding the freezing of my accounts due to suspicions of fraud, despite my repeated attempts to submit a legal name change. \n\nFor over a month now, my accounts have been frozen, rendering me unable to pay my bills and manage my finances effectively. Despite my efforts to submit multiple name change applications, I have encountered numerous obstacles. Each time I submit an application, it is either rejected over minor errors or, alarmingly, Citibank claims they never received it. Citibank has even gone so far as to ask me to change my legal signature that has already been accepted by Social Security Administration and Department of Motor Vehicles. I have had three independent notaries confirm my identity, two at XXXX and one at XXXX XXXX XXXX. Still, this is not good enough for Citibank. They have gone overboard into maliciousness and ineptitude. \n\nFurthermore, my attempts to communicate with the fraud department and the executive response team have been met with frustration and unhelpfulness. Calls to the department result in being hung up on, and promises to send verification mail to confirm my identity have gone unfulfilled. It is particularly distressing to note that while I await this crucial verification, I continue to receive other correspondence from Citibank to the address on file for my account, further adding to my confusion and frustration. All of this contradicts the customer service standards one would expect from a reputable institution like Citibank. \n\nIn addition to these challenges, I have already lodged a complaint with the Consumer Financial Protection Bureau ( CFPB ), yet Citibank 's response merely reiterated their refusal to recognize my identity, despite the fact that I am the same person attempting to access my accounts. Their responses to me, starting in XX/XX/XXXX have been contradictory in nature, which has further escalated the confusion and frustration resolving my issues. \n\nThis situation has caused me significant financial distress and emotional strain. I had my name changed due to a history of abuse towards me, and these actions by Citibank indicate discrimination towards people who have experienced abuse. I implore you to take immediate action to rectify this issue and unfreeze my accounts. I have complied with all requests for documentation and verification, and it is imperative that Citibank honor its commitment to providing fair and accessible banking services to its customers. \n\nI am aware that banks have the authority to freeze accounts under suspicion of fraud, as part of their obligation to prevent financial crime. However, this authority comes with the responsibility to ensure that such actions are justified and that customers are not unduly penalized. The Fair Credit Reporting Act ( FCRA ) and the Electronic Fund Transfer Act ( EFTA ) provide protections for consumers in their dealings with financial institutions, including the resolution of errors and disputes in a timely and fair manner. \n\nOn XX/XX/XXXX I called XXXX and was able to talk to XXXX, she is talking to a supervisor as a continuation from our call XX/XX/XXXX. She confirmed she received my emails and the new CFPB from XX/XX/XXXX which also has all my name change kit information. She has made no progress since our call XX/XX/XXXX. She also stated they have still not received my mail from XX/XX/XXXX for the third name change kit. \n\nOn XX/XX/XXXX I put in a service request with USPS in the chance there is a rogue mailman ripping up my mail or something along those lines. Post office will investigate. Service request # XXXX On XX/XX/XXXX, morning, I received an informed delivery from USPS showing a SPAM letter from Citi instead of a need to contact letter. This is the same exact SPAM letter I have received, now the third time, in as little as 2 months. I heavily suspect the fraud department is sending these SPAM letters instead of the need to contact letter. I sent the screenshots to 3 citibank email addresses, including XXXX. \n\nOn XX/XX/XXXX, morning, I called XXXX team and immediately got to talk to XXXX. I notified her of what I suspect ( see above ) and told her I sent her an email with the screenshot. She informed me my name change finally got approved. Still waiting on the account freeze, she is ( STILL ) working on alternative methods of unfreezing my account. Because my name change went through, there is a chance another team might be able to unfreeze it today, but I won't hold my XXXX breath. \n\nOn XX/XX/XXXX, late afternoon, I attempted to move money from my checking to my savings and it is still frozen. I emailed XXXX as it has now been a full work day for XXXX and there is still no progress unfreezing my account. \n\nOn XX/XX/XXXX, mid-late afternoon, I reached out to XXXX team trying to get an update as it has almost been a full week since XXXX started looking into ways to unfreeze my account. Wasn't able to talk to XXXX. \n\nOn XX/XX/XXXX, morning, I reached out to XXXX team twice trying to get an update as it has been a full week since XXXX started looking into ways to unfreeze my account. First time she answered to silence. Second time the receptionist said she was at lunch. Requested a call back. \n\nCalled general support hoping they could help me more than the XXXX team since XXXX hasn't talked to her supervisor and hasn't helped me in a full week with unfreezing the account. They are sending a new need-to-contact letter, now the 3rd. Hopefully it doesn't get lost in the mail yet again. \n\nOn XX/XX/XXXX, afternoon, I reached out to XXXX team again trying to get an update as it has been a full week since XXXX started looking into ways to unfreeze my account. Third time she was on call with another customer. Requested a call back. Made a complaint that will be forwarded to XXXX 's supervisor as she has made no progress \" talking to her supervisor '' since XX/XX/XXXX. \n\nOn XX/XX/XXXX, afternoon, XXXX called me. She has made no progress. States she is \" reading policies '' and NOT TALKING TO A SUPERVISOR DESPITE HER SAYING SHE WAS ON XX/XX/XXXX. Sent email to XXXX stating that XXXX is a liar along with these notes above. \n\nOn XX/XX/XXXX I called general support hoping they could help me more than the XXXX team since XXXX hasn't talked to her supervisor and hasn't helped with unfreezing the account. After verifying my card number, my full name, my phone number, they had me open up the app and verify a notification, then after I passed all those methods they hung up on me stating they exhausted all methods of verification, despite me passing everything. \n\nOn XX/XX/XXXX I received a debit card with my new name on it. After activating it, I sent XXXX an email asking for help unfreezing my account, getting a costco XXXX card with my name on it, a checkbook with my name on it. Since I verified my debit card security code to activate it, I have proven I live at my address. \n\nOn XX/XX/XXXX I called XXXX. XXXX called me back. She can't do anything for my account freeze despite me proving my identity with account numbers, social security numbers, my PIN, my drivers license, the judge 's final decree for the name change, and proving I live at my address via activating my debit card. I asked her to verify I was sent a ( XXXX ) need-to-contact letter, she said she would follow up on that. She also stated she contacted another XXXX team about issuing the costco credit card with the new name on it. The checkbook can't be issued until the account is unfrozen. \n\nOn XX/XX/XXXX I called XXXX. XXXX was able to verify a need to contact letter ( 3rd ) was sent within the last week and should arrive up to 10 business days from when it was sent. Since they closed my CFPB complaints and I still have an open issue, I issued a XXXX complaint, XXXX On XX/XX/XXXX I received a credit card with my new name on it. Activated it. \n\nOn XX/XX/XXXX I emailed XXXX team as it has been over 10 business days since I requested the 3rd need to contact letter. I also called them at XXXX. At noon I called general support to talk to fraud team they couldn't verify my phone number (????? ) it isn't attached to my name (???? ). I called XXXX team once again at XXXX as XXXX still hasn't reached out to me. \n\nOn XX/XX/XXXX I received a letter in the mail but it was not the need to contact letter. I sent the XXXX team an email with a picture of the letter I received, proving once again I live at my address. I called citi customer service and after verifying my credentials they are sending a need to contact letter ( XXXX ). \n\nOn XX/XX/XXXX I requested another need-to-contact letter ( XXXX ) from the general support/fraud department. \n\nOn XX/XX/XXXX I opened a 5th complaint with CFPB, XXXX. Pretty much exactly the same as the 4th complaint which they closed. I'm still not receiving the need-to-contact letter required to unfreeze my account. \n\nOn XX/XX/XXXX I left a voicemail to XXXX, once again requesting a supervisor of XXXX look into this case as I am still not receiving the need-to-contact letters. I called again at end of shift and they are no longer answering. \n\nOn XX/XX/XXXX I called XXXX as they closed the CFPB ticket I opened yesterday because \" it appears to be a duplicate '' but my case is still unresolved. I pleaded with them to help. Person I talked to said they would re-open the case and forward the message to the managers. \n\nOn XX/XX/XXXX I did not receive the 4th need-to-contact letter I contacted general support as I did not receive the 4th attempt at getting a need-to-contact letter from the fraud department. They are sending a 5th letter now as that is the only option. \n\nOn XX/XX/XXXX Called ERU team, XXXX didn't answer, talked to someone and they opened up a new case and XXXX assigned the new XXXX case number XXXX. The person I spoke to XX/XX/XXXX never reopened the case.","date_sent_to_company":"2024-04-26T17:39:05.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80401","tags":null,"has_narrative":true,"complaint_id":"8869686","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-04-26T17:33:10.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["After giving my social <em>security</em>, debit card number, and checking <em>account</em> number, they transferred me and then that person hung up on me before I could even <em>talk</em> to them. \n\nOn XX/XX/<em>XXXX</em> I once again emailed customer help to attempt to get someone at Citi bank to take ownership of the issues I have been experiencing. \n\nOn XX/XX/<em>XXXX</em> I contacted <em>XXXX</em> team. They <em>said</em> agent investigating issue was busy and would respond in 48 hours. \n\nOn XX/XX/<em>XXXX</em> <em>Talked</em> to <em>XXXX</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[9.962773,"8869686"]},{"_index":"complaint-public-v1","_id":"2738101","_score":8.270716,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX XXXX XXXX XXXX XXXX submitted https//complaint.consumerfinance.gov/XXXX ID For 14th Complaint Sent To Citizens Bank XXXX The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX XXXX XXXX XXXX , XXXX. \nXXXX, XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XX/XX/XXXX email to https//complaint.consumerfinance.govXX/XX/XXXX CEO XXXX XXXX XXXX, XX/XX/XXXX email to XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXXDear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 14th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 14th Citizens Bank Complaint is addressed in a statement. \n\nPlease discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX. \n\nXXXX XXXX XX/XX/XXXX 14th Complaint For The Merit Of XXXX XXXX XX/XX/XXXX 9th Complaint CFPB # XXXX & XX/XX/XXXX 10th Complaint CFPB # XXXX & XX/XX/XXXX 11th Complaint CFPB # XXXX & XX/XX/XXXX 12th Complaint CFPB # XXXX, XXXX XXXX Freely Believes Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff HAVE ESTABLISHED A PATTERN OF ACTIONS Without Merit & Unreasonably Showing Bias With Discrimination To XXXX XXXX XXXX XXXX XXXX. XXXX & Acts Of Theft For Their XXXX XXXX XXXX Property & XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, And XXXX XXXX, Patriot Forever Declaring Independence, XXXX XXXX XXXX XXXX & XXXX XXXX Pending Lawsuits Valued For Many XXXX XXXX XXXX XXXX Dollars & Her Inheritance. \n\nXXXX XXXX freely believes the Citizens Bank Consumer Finance Vice President &  Operations Manager XXXX XXXX with support by Citizens Bank Consumer Finance staff of the Home Equity Loan Department have acted without merit & unreasonably when they freely chose to act to show bias with discrimination to XXXX XXXX & XXXX XXXX. XXXX & acts of theft for their XXXX XXXX XXXX property XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, And XXXX XXXX, Patriot Forever Declaring Independence, XXXX XXXX XXXX XXXX XXXX XXXX XXXX pending lawsuits valued for many XXXX XXXX XXXX XXXX XXXX & her inheritance. \n\nPlease find documentation for XXXX XXXX XX/XX/XXXX 9th Complaint CFPB # XXXX & XX/XX/XXXX 10th Complaint CFPB Complaint # XXXX & XX/XX/XXXX 11th Complaint CFPB # XXXX & XX/XX/XXXX 12th Complaint CFPB # XXXX : XXXX XXXX XXXX XXXX Addition, XXXX Complaint CFPB Complaint # XXXX, To XX/XX/XXXX XXXXrd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX. \n\nXX/XX/XXXX XXXX XXXX addition to her above XX/XX/XXXX & XX/XX/XXXXXXXX statement : XXXX XXXX freely believes the Citizens Bank Home Equity Loan Department has acted charging me expenses without merit of adding a full {$1200.00} monthly payment amount of both principal & interest sums to their past due payment calculations for XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX &XX/XX/XXXX & XX/XX/XXXX Home Equity Loan Statements Total Amount Due sums, & have not properly declared all new charges documented in the XX/XX/XXXX bill XXXX XXXX & XXXX XXXX got from Citizens Bank, & in all the declared bills gotten from Citizens Bank the Amount Past Due & Total Amount Past Due adds a full {$1200.00} monthly payment amount of both principal & interest sums. Important Note : neither XXXX XXXX nor XXXX XXXX have gotten additional Home Equity Loan funds from Citizens Bank following their most recent loan of XX/XX/XXXX. {$64.00} question : why is the Citizens Bank Home Equity Loan Department adding additional principal funds starting in XX/XX/XXXX & continuing through XX/XX/XXXX in all of their Home Equity Loan Statements calculations of Past Due Payments & Total Amount Due & Estimated Payoff Amount figures when neither XXXX XXXX nor XXXX XXXX have gotten additional principal funds from Citizens Bank following the XX/XX/XXXX Home Equity Loan? \n\nXXXX XXXX XX/XX/XXXX 10th Complaint CFPB Complaint # XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably Taking {$1200.00} Loan Payment On XX/XX/XXXX When For Twenty Minutes XXXX XXXX Stated To Citizens Home Equity Loan Agent XXXX XXXX Was Authorizing A Loan Payment of {$290.00} Principal + {$220.00} Interest = {$520.00} NOT {$1200.00} For XXXX XXXX Had Paid A {$1100.00} Property Tax Bill On XX/XX/XXXX, A Condition Of The Home Equity Loan & Said Unreasonable Citizens Bank Consumer Finance XX/XX/XXXX Action XXXX XXXX Did Not Have Available {$1200.00} Funds For The XX/XX/XXXX Autopay & The Citizens Bank Consumer Finance Have Been Charging Late Fees From XX/XX/XXXX Through XX/XX/XXXX. For This Citizens Bank Consumer Finance With Home Equity Loan Department Act Violating XXXX XXXX Detailed XX/XX/XXXX Payment Statement & Act Violating XXXX XXXX Available Funding For The XX/XX/XXXX Autopay, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations. \n\nXXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX XXXX call XXXX had with Home Equity Loan Department Agent XXXX, a Citizens Bank recorded call with truthful notes taken by XXXX XXXX and the Citizens Bank Home Equity Loan documentation from XX/XX/XXXX through XX/XX/XXXX. \n\nContent of XXXX call with XXXX : XXXX asks of XXXX, is he an Agent of the Citizens Bank Home Equity Loan Department. Dukes answer yes. \nXXXX states to XXXX she wants her statement noted on her Home Equity Loan account for Citizens Bank has not taken the XX/XX/XXXX autopay for her account XXXX : one month ago XXXX stated to Agent XXXX she had Social Security funds for account XXXX autopays & XXXX is responsible for the Home Equity Loan conditions & on XX/XX/XXXX XXXX paid the Town of XXXX {$110.00} property tax bill due leaving her funds to make a XX/XX/XXXX autopay on XXXX XXXX of {$290.00} principal [ noted on XX/XX/XXXX Citizens Bank Home Equity Loan Statement ] & {$220.00} interest equaling {$520.00} & please have Citizens Bank take this XX/XX/XXXX & XX/XX/XXXX available autopay. \nXXXX reply : he can not take the payment for there is a hold on this account & XXXX must talk with Consumer Counseling [ Consumer Finance ]. \nFor twenty minutes XXXX politely pleads with XXXX to please note her account as requested above & XXXX states he can not. And XXXX importantly notes Consumer Finance has repeatedly hung up the phone on her. \nAt the end of this call XXXX states to XXXX she has filed 6 Complaints to the Federal Reserve regarding Citizens Bank actions & XXXX will tell the Federal Reserve of this call with notes she has taken. Only then did XXXX agree to importantly note XXXX XXXX account XXXX as she requested above. \n\n\nXXXX XXXX XX/XX/XXXX 11th Complaint CFPB # XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX & Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX. \n\nContent of XXXX call with Eymer on XX/XX/XXXX : At noon XXXX speaks with XXXX & importantly requests Eymer please note XXXX Home Equity Loan account XXXX with : I paid the Town of XXXX property tax bill, a condition of my Home Equity Loan, on XX/XX/XXXX, check XXXX in the amount of {$1100.00}. \nFor paying this property tax bill I therefore do not have available funds today, XX/XX/XXXX, to pay the {$1200.00} autopay for my Home Equity Loan. \nImportant note : in less than the 15 day Citizens Bank grace period, on XX/XX/XXXX, I will have available funds to pay the XX/XX/XXXX {$1200.00} autopay. \nI petitioning the Citizens Bank Equity Loan Department to take the XX/XX/XXXX {$1200.00} autopay for my Home Equity Loan account XXXX on XX/XX/XXXX, less than the 15 grace period days given for loan payments, and to not charge me any penalty or late fee. \nXXXX states to XXXX : My account has been removed & marked secure so he has no access to it. \nXXXX states XXXX needs to speak with Citizens Loan Customer Finance & XXXX notes they have hung up the phone on her & their actions caused her to file eight Complaints to the Federal Reserve. \nFollowing learning from XXXX XXXX customer service specialists on XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX were able to note XXXX account, XXXX tries to do so again offering think I can access account ending XXXX. \nXXXX takes sufficient time to write XXXX detailed XX/XX/XXXX note above on XXXX account ending with XXXX. \nWhen XXXX was finished he gave XXXX Reference # XXXX for XXXX above XX/XX/XXXX Home Equity Loan account XXXX note. \nXXXX states thank you to XXXX & offers him a Happy XXXX. \n\nContent of XXXX XXXX with XXXX on XX/XX/XXXX : At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX for her to take the opportunity to make a Reference # for XXXX  important statements to XXXX. \nXXXX states to XXXX she was just stunned when she discovered Citizens Bank did not take the {$1200.00} XX/XX/XXXX autopay per the XX/XX/XXXX Reference # XXXX recorded by Customer Service Specialist Eymer who XXXX spoke regarding XXXX Home Equity Loan account XXXX on XXXX XXXX. \nXXXX states to XXXX she found Reference # XXXX & would thoroughly read it. \nFollowing XXXX reading of said Reference # XXXX politely stated to XXXX she wanted XXXX to please note her Home Equity Loan account XXXX with these important notes & when XXXX had completed writing said important XX/XX/XXXX notes, would XXXX please give XXXX a Reference # for said XX/XX/XXXX. XXXX stated to XXXX she would write XXXX important notes & give XXXX a XX/XX/XXXX Reference #. \nXXXX Important notes : 1 ) XXXX was stunned when she discovered early the morning of XX/XX/XXXX Citizens Bank had chosen to act to not withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX per XXXX recorded XX/XX/XXXX important notes recorded by XXXX, Reference # XXXX. XXXX believes Citizens Bank Loan Customer Finance officials knew of the XX/XX/XXXX Reference # XXXX & chose not to act to withdraw the XX/XX/XXXX {$1200.00} autopay even though said officials had established a precedent to take the {$1200.00} autopays per XXXX calls with recorded notes over the last months ; 2 ) XXXX believes said unreasonable act by the XXXX Bank Loan Customer Finance is a violation of Federal Reserve banking regulations which XXXX will write another Complaint to the Honorable XXXX XXXX XXXX about ; 3 ) XXXX importantly notes for unreasonable actions by Citizens Bank Loan Customer Finance earlier, XXXX wrote eight Complaints to the Federal Reserve ; thus, the Citizens Bank Loan Customer Finance has not changed their actions on XXXX Home Equity Loan account # XXXX ; 4 ) XXXX will not pay any penalty or any fee for the XX/XX/XXXX {$1200.00} autopay to be withdrawn for the established president by Citizens Bank Loan Customer Finance ; and 5 ) as a curtesy call today XX/XX/XXXX, XXXX is calling for a second time to have Citizens Bank withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX for it was not withdrawn on XX/XX/XXXX even though Citizens Bank Loan Customer Service knew by Reference # XXXX XXXX the funds were available on XX/XX/XXXX, well within the 15 day payment grace period given by Citizens Bank Loan Customer Finance. \nXXXX states to XXXX she can not withdraw the {$1200.00} autopay, only Citizens Bank Loan Customer Finance handles the autopays, & XXXX states there may be a fee which only officials of the Customer Finance would handle. And XXXX would find a senior Customer Finance staff to take XXXX transferred call. \nXXXX importantly states to XXXX multiple times when XXXX has tried to speak with Customer Finance, Customer Finance hangs up the phone on XXXX by either closing the transferring call or hanging up the phone with XXXX when she is speaking with a Customer Finance staff. \nXXXX further importantly notes to XXXX XXXX does not know who within the Citizens Bank Home Equity Loan Department handles autopays & all of her earlier months Home Equity Loan account XXXX notes have been acted upon by the Citizens Bank Home Equity Loan Department. \nXXXX writes up XXXX important XX/XX/XXXX notes. When she is done XXXX gives XXXX a XX/XX/XXXX Reference # XXXX. \nXXXX asks XXXX to read to her what the Reference # XXXX states, to make sure XXXX wrote all of XXXX important notes. \nXXXX reads XX/XX/XXXX Reference # XXXX & everything is correct except one note in which XXXX had written XXXX will not call & talk with Customer Finance. \nXXXX then importantly notes multiple times for XXXX for Consumer Finance hangs up the phone with XXXX, XXXX can not talk with them.it is not a case of XXXX not willing to talk with Consumer Finance as XXXX had written. \nXXXX writes the above correction & then states to XXXX all of XXXX important XX/XX/XXXX Home Equity Loan account XXXX notes are written & recorded by Reference # XXXX. \nXXXX requests of XXXX that she please make sure all Customer Service staff see & read XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX. \nXXXX thanks XXXX for her work. \n\nXXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance With Home Equity Loan Department To Have Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX & Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX. \n\nXX/XX/XXXX Complaint CFPB # XXXX XXXX XXXX XX/XX/XXXX 12th Complaint Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Has Acted Without Merit & Unreasonably When They Acted CHARGING XXXX XXXX AND XXXX XXXX XXXX A LATE FEE FOR PAYING THE XX/XX/XXXX {$1200.00} AUTOPAY ON TIME. Moreover, XXXX XXXX XX/XX/XXXX addition to her XX/XX/XXXX Addition To XX/XX/XXXX 3rd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX. \nXX/XX/XXXX XX/XX/XXXX Home Equity Loan Statement Date Statement : Amount Due {$7600.00} [ {$1200.00} + {$290.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. \nPrincipal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$290.00} + Past Due Payment {$6100.00} = Total Amount Due {$7600.00}. \nAmount Past Due {$6100.00} + Late Charges Due {$290.00} = Total Amount Due {$7600.00}. \n\nXX/XX/XXXX Statement Sent to XXXX XXXX and XXXX XXXX. XXXX. \nACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$6100.00} OTHER FEES DUE XXXX LATE CHARGES DUE {$330.00} TOTAL AMOUNT PAST DUE {$6400.00} XXXX XXXX Offers This Bottom-line For Her XX/XX/XXXX 12th Complaint : XXXX XXXX Freely Believes Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Of The Citizens Bank Home Equity Loan Department Have Freely violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The Above Documented Issues. FINALLY, XXXX XXXX WANTS ALL CITIZENS BANK CONSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY CONSUMER FINANCE VICE  XX/XX/XXXX XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE DOCTOR XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX & XXXX XXXX XXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY PENNY OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX. \n\nXXXX XXXX XX/XX/XXXX COMPLAINTS WERE SENT BY CERTIFIED MAIL TO THE HONORALBE DOCTOR XXXX XXXX XXXX AND CITIZENS BANK CEO & GOVERNORS XXXX XXXX & XXXX XXXX. XXXX XXXX XX/XX/XXXX COMPLAINTS WERE THEN FORWARDED TO CFPB WHO SUBMITTED THESE COMPLAINTS ON XX/XX/XXXX TO CITIZENS BANK AS CFPB COMPLAINT # XXXX. PLEASE THOROUGHLY READ CFPB COMPLAINT # XXXX IMPORTANTLY NOTING THE XX/XX/XXXX COMPLAINTS BELOW. \n\nXXXX XXXX XXXX XXXX XXXX Complaint CFPB Complaint # XXXX Discrimination and Bias Against XXXX XXXX XXXX Citizen In XXXX History To Have Lived Unlike President XXXX XXXX Following A Hairsbreadth Of XXXX Head Injury, & XXXX XXXX XXXX A XXXX XXXX Veteran & XXXX Like XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Adopted Profoundly Abused XXXX XXXX XXXX. \n\nXXXX XXXX XX/XX/XXXX 2nd Complaint CFPB Complaint # XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Have I Believe Acted To Steal My Priceless Once In All Of History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Declared the XXXX XXXX, XXXX XXXX XXXX XXXX XXXX & XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX To Be Forever Honored And Revered As A United States Of America XXXX XXXX, Just Like National Treasures Of The Declaration Of Independence, XXXX XXXX XXXX XXXX XXXX, & XXXX XXXX By Working To Initiate Foreclosure Proceedings & To Hang Up During My Calls. \n\nXXXX XXXX XXXX XXXX 4th Complaint CFPB Complaint # XXXX Citizens Bank Home Equity Loan Department Has Acted In Its Initial Foreclosure Proceedings To Deny Me & Steal From Me My Opportunity For Important Lawsuits Of Substantial Consequences Including Actually Getting XXXX XXXX XXXX Court President Judge XXXX XXXX Declared Estate Share Of XX/XX/XXXX. \n\nI wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX Complaint. I await your replies. \n\nSincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX","date_sent_to_company":"2017-11-28T14:56:43.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"017XX","tags":null,"has_narrative":true,"complaint_id":"2738101","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2017-11-26T18:28:00.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Following <em>XXXX</em> reading of <em>said</em> Reference # <em>XXXX</em> politely stated to <em>XXXX</em> she wanted <em>XXXX</em> to please note her Home Equity Loan <em>account</em> <em>XXXX</em> with these important notes & when <em>XXXX</em> had completed writing <em>said</em> important XX/XX/<em>XXXX</em> notes, would <em>XXXX</em> please give <em>XXXX</em> a Reference # for <em>said</em> XX/XX/<em>XXXX</em>. <em>XXXX</em> stated to <em>XXXX</em> she would write <em>XXXX</em> important notes & give <em>XXXX</em> a XX/XX/<em>XXXX</em> Reference #."]},"sort":[8.270716,"2738101"]},{"_index":"complaint-public-v1","_id":"5697890","_score":7.773705,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Description of Scamming Incident : On XX/XX/XXXX at XXXX XXXX, I, XXXX XXXX, received a phone call from Phone Number XXXX. Upon pickup an automated message was played stating that it was a phone call from Florida XXXX XXXX, my, XXXX XXXX, Utility company and that my electricity was schedule to be disconnected at XXXX XXXX due to non-payment on account. The automated message then gave me an option to press a button ( I believe the # 1 ) to speak to an agent in the financial department to avoid disconnection. \n\nCharge I of {$490.00} : I was then transferred to a person, alleging to be an authorized agent, who stated that my account was delinquent in the amount of {$490.00} and had to be paid and processes today, before the scheduled XXXX disconnect time, to avoid disconnection of my power. Since the call was a bit unusual, I asked for the Caller 1 to confirm my account number. The Caller 1 said he could not pull up my full account information because of a block in the system associated resulting from my non-payment. He then said he could see my meter number and proceeded to read off a meter number. I was not at my home at the time to verify and proceeded with the conversation. \n\nI told the Caller 1 that I wished to pay to avoid the disconnection and informed him I would pay via my typical means, through the online portal. He informed me that such a payment would not process for two-three days, which would be too late to avoid disconnection. He then further suggested that my two options were to pay in person at the Florida XXXX XXXX headquarters on XXXX XXXX in XXXX XXXX or pay through the XXXX banking application. \n\nI informed him that I would like to pay in person at my local branch in XXXX, but he informed me they only took drop off payments and did not have cashier personnel located at the XXXX office. I then drove to the XXXX office, while on the phone with the Caller 1, and verified that this appeared to be the case ; that the XXXX office did not appear to have cashier personnel available. I further verified that the XXXX XXXX XXXX was indeed on XXXX XXXX in XXXX XXXX and looked at my latest billing account from Florida XXXX XXXX. This level of accuracy regarding Florida XXXX XXXX operations, along with the previous meter number provided, along with the information I was able to, hurriedly, gleam and collaborate from my Florida XXXX XXXX and bank accounts influenced me to move forward with the transaction. Considering I leave an hour or more from this location, I informed the Caller 1 that I would need to pay through XXXX. \n\nThe Caller 1 then proceeded to provide me with instructions on how to pay through XXXX. He asked for my bank name ( SunTrust/Truist ) and then provided detailed instruction on how to use the baking application to submit the XXXX transfer XXXX He instructed me to open the banking application, select the transfer/pay menu option, then select the Send money with XXXX then select the Send Money option, then the Add New Recipient option, then to type in my name into the first and last name field options, then to select the Add Mobile Number Option and ad the number XXXX, then to enter the delinquent amount owed of {$490.00}, then to confirm the purchase. He then stated I would get confirmation that this was sent to an account enrolled with XXXX. I received the confirmation and notified the Caller 1. Caller 1 then asked that I screenshot the confirmation and text to phone number XXXX. I followed these instructions and Caller 1 confirmed receiving my payment. \n\nCharge II of {$990.00} : Upon receipt of the {$490.00} payment Caller 1 informed me that the next step to keep my power from being cut off at XXXX was to pay a security deposit of {$990.00}. He informed me that I should have received a memorandum from Florida XXXX XXXX outlining this requirement, as it had been newly implemented due to increased late/no-payments occurring associated with COVID-19 epidemic. He informed me that this payment would need to be made with the Disconnections Department and transferred me to Caller 2. Caller 2 then re-explained the charge to me at which point I, XXXX XXXX, began to contest the charge, stating that it was unfair practice, considering I have historically made on-time payments, and since my latest billing statement indicated my bill was due on XX/XX/XXXX, which would mislead to believe my power was in danger of being shut off. Caller 2, who identified himself as XXXX, empathized with this miss-communication and, considering these circumstances, suggested that I send the {$990.00} to avoid the disconnection scheduled for XXXX and said that the {$990.00} could be refunded tomorrow ( XX/XX/XXXX ) if I setup automatic payment moving forward. Based on this false information, I agreed to transfer the {$990.00}, following the same instruction as in Charge 1 ; including XXXX instructions and texting confirmation. Caller 2 then asked that I text him my latest bill from Florida XXXX XXXX showing my bill due date, stating that all correspondence from Florida XXXX XXXX should have a cutoff date listed on them in pending disconnect situations. Upon receipt of my billing statement, Caller 2 remarked that he did not see a cutoff date listed and that something seemed weird with my account ; in addition, I commented that I found receipt of payment for months that were alleged to be late by Caller I. Caller 2 then asked me to pause while he investigated the situation. After several minutes of waiting, he said he was able to recognize a billing error on there end and said he would work with me to have all of my money refunded.\n\nCharge III of {$490.00}. Caller 2 from the Disconnection Department then transferred me back to Caller 1 from the Finance Department to execute a refund of my money ; for Charges I and II. Caller 1 instructed me that they would be refunded separately. He then asked me to follow the same XXXX instructions ( previously provided in Charge I ), except to put the word Refund Dept in the name field and the code XXXX in the memo field, and enter in the amount of Charge II first ; the {$990.00} amount. I attempted this and was not allowed to make the transaction as the XXXX application notified that I had exceeded my daily limit of transfer. He then suggested that we begin by refunding the Charge I, in the amount of {$490.00}, to free up room in my XXXX transfer allowability. I followed the instructions, indicating refund department and code provided, and submitted through XXXX. He confirmed receipt and then suggested we move on to refunding Charge II, however, in the meantime I was able to pull up Florida XXXX XXXX website, where I learned that what I was experiencing was a common scam. The website further instructed customers to ask four questions of callers that all Florida XXXX XXXX agents should always be able to answer. I informed Caller 1 of what I had read and asked him these four questions. He continued to state that my account was locked and he could not provide this information but proceed to provide me alternative information. I responded to this by stating I would not proceed with this phone call if he could not answer these questions, upon which Caller 1 hung up the phone. \n\nImmediate Follow-up Action : After Caller 1 and I, XXXX XXXX XXXX came to the realization that I had been a victim of a scam, I called the Truist customer service number to notify them of the activity. I was informed by the Truist representative that the charges were pending and was instructed to wait until the charges posted to file a claim with the Truist fraud department. Not fully satisfied with the response and wanting to speak with someone in person, I proceeded to the local Truist branch in XXXX, FL, at approximately XXXX, roughly 30 minutes following the conclusion of the scam phone call and 45 minutes before the XXXX Truist branch was scheduled to close, at XXXX XXXX XXXX XXXX ). At the time of arrival to the XXXX branch the scam charges were still pending to my account. \n\nUpon arrival to the XXXX branch, I spoke to a banker ( last name XXXX ) and explained my situation. I informed her that the charges were still pending, and asked if I could close my account, open a new account, and move my available balance into that account and somehow avoid the pending charges. XXXX XXXX informed me this was not possible and, similarly to the customer service represented, indicated all I could do was wait for the charges to post and then file a claim with the Truist Fraud Department. \n\nWhile talking to XXXX XXXX, my wife, XXXX XXXX, located a posting on the Truist websites Understanding Fees link, under Stop Payment Fee section, that states If you need to stop a transaction before its complete, like a check youve written, a pending ACH transaction, or even a XXXX transfer, a {$35.00} fee will be issued. When brought to XXXX XXXX attention, she indicated that she was not familiar with the option to stop a XXXX transfer that was in pending status. XXXX XXXX then called banker support and spoke with a XXXX specialist regarding this option, who, upon best understanding, indicated they were unfamiliar with such and option. It should also be noted that XXXX XXXX had poor connection with the XXXX representative, who continuously said she could not here XXXX XXXX, despite XXXX XXXX noting that this was XXXX, that she had not experience any disruptions in communications with any other support services that day. \n\nXXXX XXXX then stated there was nothing that could be done or, if so, she did not know how to execute the stop payment. I then asked XXXX XXXX if I could, for security concerns, close my account and reopen a new one, keeping funds for the pending charges in my existing account. XXXX XXXX said I would need to make an appointment for the next day ( XX/XX/XXXX ) to do this. Aggravated by the inconsistent information between the website and the banker, I frustratedly, but without insult or slander, stated that I would like to close my account. XXXX XXXX, responding to my frustration, stating ( with a rude tone ) that I would need to come back tomorrow to do that as well, stating that it was XXXX and she needed to pickup her daughter. XXXX XXXX made no attempt to find another associate to assist me even though other associates were present and other customers were still in the lobby. \n\nWhile I was conversing with XXXX XXXX, my wife, XXXX XXXX, who is listed on my account, called Truist customer service regarding the stop payment options listed on the Truist website. On her first call attempt, my wife, XXXX XXXX, was connected to a representative who her on hold and then hung-up the call. My wife proceeded to call back, was connected to a representative, and was subsequently transferred to 5 different representatives ; none of which were familiar with the stop payment option and were unable to provide any assistance. The last phone transfer was to the XXXX department, who referred my wife to the fraud department, which at this point was closed for business. This, in-turn, left us with no options, but to wait until the next day ( XX/XX/XXXX ) to address, when the charges would be already posted to my account. \n\nSubsequent Follow-up Action After being unsuccessful in stopping the pending payment, once the payment posted to my account the next day ( XX/XX/XXXX ), I reached out to the Truist fraud department and filed a claim. I was asked to complete the Truist ATM/Check Card/Electronic Check/Error Resolution form and to file a police report, both of which I completed and returned to Truist via email that same data. The police report is registered with the XXXX XXXX XXXX XXXX in XXXX, Fl. The assigned officer is XXXX XXXX XXXX. The report number is XXXX. \nAfter analyzing my claim, Truist responded in a letter dated XX/XX/XXXX stating that my claim had been reviewed and, in that letter, an opinion was rendered that no error occurred and, as a result not funds, would be deposited into my account with the basis provided that the fund transfer was authorized. \nI contested this claim based on my interpretation of the definition of an unauthorized payment according to Regulation E, considering the fraudulent access to my phone number, fraudulent access to my utility information, and the misrepresentation of the caller ( scammer ). Truist claimed to do a second-level review based on my contesting and arrived at the same conclusion ... that the payment was considered authorized. \nTruist did inform me that they were able to recoup {$660.00} ( of the {$1900.00} claimed ) from the financial institution to which the money was wired, but informed me I they would not recoup the additional {$1300.00}","date_sent_to_company":"2022-06-22T19:55:37.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"324XX","tags":null,"has_narrative":true,"complaint_id":"5697890","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2022-06-22T19:24:27.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["<em>XXXX</em> <em>XXXX</em> then stated there was nothing that could be done or, if so, she did not know how to execute the stop payment. I then asked <em>XXXX</em> <em>XXXX</em> if I could, for <em>security</em> concerns, close my <em>account</em> and reopen a new one, keeping funds for the pending charges in my existing <em>account</em>. <em>XXXX</em> <em>XXXX</em> <em>said</em> I would need to make an appointment for the next day ( XX/XX/<em>XXXX</em> ) to do this."]},"sort":[7.773705,"5697890"]},{"_index":"complaint-public-v1","_id":"9924592","_score":7.6571884,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I met a person named XXXX XXXX XXXX, who appeared to be a very hardworking person and had a company called XXXX XXXX. She conducted import transactions of fruits and products from XXXX XXXX. \n\nThis person started to build a friendship with me. She is from XXXX and began to be my friend. Over time, I learned that XXXX XXXX no longer belonged to her because her partner had allegedly decided to remove her. However, it seems that this person also stole her capital and used her identity to make transactions, as XXXX does not have documents in this country. \n\nXXXX lived in New Jersey, and aside from wanting to realize her idea as an entrepreneur, she worked as a supply XXXX for a construction company in New Jersey. Initially, she talked to me about various businesses, and I avoided all of them. However, there was an occasion where she convinced me to join her new project called XXXX XXXX, a company that needed a good investment of money to start operations with supposedly good returns and profits for the investor. XXXX was a person who mysteriously moved houses many times, and for some reason, the last time she was evicted from her home in XXXX XXXX fine apartment located in a luxurious area of XXXX, NJ. \n\nThe first time she started asking me for certain investments was in XXXX, which is where my tragedy beganinvestments of {$5000.00}, then {$10000.00}, and so on. I only knew about the operation superficially, and nothing concrete was ever shown to me because this business has the disadvantage of being difficult to control and not 100 % visible. Subsequently, these investments increased, and the most incredible part was that she began to give me supposed profits by depositing them into my account, but very cleverly, she would take them back by asking for more investment. using my chase bank account. \n\nThese investments were related to fruits and other products, but to be exact, I never saw invoices or anything concrete, just communications with a supposed broker ( who I assume is part of the scam ) who handles selling the product and managing the payment collection from the client. The broker would take their commission and deliver the money to the people or investors. \n\nMy initial investment reached a point where it bled me financially to the extent of bankrupting my company due to the lack of working capital, and I barely survived. I began a lawsuit thanks to the contracts and agreements that were electronically signed by XXXX, which were clear and well-drafted ( this lawsuit is currently in court ). \n\nThe total of the first investment, after calculating interest and supposed profits, was approximately {$220000.00}. This money was the fruit of my labor when I had my construction business. After some time, I learned there was a way to recover this money, or at least part of it, because there had been a loss, and the merchandise was damaged during the trip when it arrived in XXXX on XX/XX/XXXX. \n\nAnd then, coincidentally, XXXX had an accidenta car hit her. And supposedly, there was no one to inspect or take care of the cargo because the airline did not apply the required refrigeration for that shipment of pitahaya or dragon fruit. XXXX spent a long time recovering from the accident and operations, unfortunately, as I considered her my friend. \n\nI had never had any problems with banks, and fortunately, these were my savings and a large part of my working capital. So, during that time, I remained in contact with XXXX because her business model was profitable, but she liked to deceive people. I didnt realize this until later. Now, the second investment was practically forced on me ; otherwise, she would not give me the documents to collect that insurance and recover my money or at least part of it. \n\nAfter spending XXXX years in this situation trying to recover my money, I also suffered a fatal car accident on XX/XX/XXXX, where a driver crashed into my parked vehicle while I was waiting for the light to change from red to green. This accident destroyed my vehicle and left both me and my girlfriend injured. It literally paralyzed my life, and I desperately sought solutions because I could only survive with what little I made since I was not allowed to work due to the accident. \n\nIn XX/XX/XXXX, XXXX contacted me, telling me she had found part of the documents to collect the insurance, and she mentioned a very good business involving granadilla and basil, along with other plants. I took the precaution of having her sign another document, and this is where my tragedy began because I had a loan from XXXX XXXX. Since I was organized with my credit and tax obligations, she then told me about these businesses, saying there was already a client, etc., etc. \n\nShe said we needed to pay the supplier, a certain XXXX XXXX XXXX from XXXX who belonged to a company called XXXX XXXX S.A.S. and XXXX XXXX. Curiously, my loan had matured, and there was no more money. XXXX began to pressure me psychologically, saying that the payment had to be made as soon as possible. She would call me up to XXXX times a day or more. At that time, she was still in New Jersey. \n\nThe pressure and desperation were so intense that I finally gave in and managed to get approximately {$25000.00}. She told me to charge the card for a payment in my company, and in this way, I would access cash immediately because, according to her, she had no credit and did not want to miss this opportunity with XXXX XXXX and other clients who urgently needed the product. XXXX had a strange appointment in XXXX and came to New Jersey because she was supposedly living in Ohio, helping some friends with some businesses, from where she also mysteriously fled. \n\nI met with her because I picked her up at the airport, and she explained her new business to me. She said, \" Remember, we are going to recover the previous losses with this business. The client needs many weekly orders, and this will help us recover. '' Obviously, this was where the scam started.\n\nI managed to process the payment ; the money from my business credit card was deposited in two transactionsone for {$15000.00} and another for {$7600.00}, along with some smaller payments for FDA licenses, overdrafts, and transaction fees between banks. I have proof of all this. XXXX agreed and told me that to show that this was a transparent negotiation, I would have control over the bank account of her business, XXXX XXXX. \n\nThe surprise came when I saw the accounts had many pending charges, which I ended up assuming as the investor in this scam project. Besides that, she would send me countless XXXX conversations, supposedly with cargo managers, suppliers, brokers, and clients, along with many XXXX sheets with supposedly financial information. It was quite convincing, and she was now living in XXXX, Illinois, where she supposedly still resides. One detail to remember is that one of her past partners, a young man named XXXX, of Turkish origin, who was supposedly her star salesman and in charge of the company 's image and marketing, had control of the website and lived with her. After some time, I learned they had a terrible falling out, which led me to believe she also robbed him. \n\nThis man closed the website and limited his contacts completely, seriously affecting XXXX 's image in the market. I don't know how many people XXXX has robbed or scammed, but I do know she has moved to several countries and mysteriously disappeared from them. Without any reason, she pretends to be a supply chain XXXX and an expert in imports and exports. Heres the surprise : after forcing me to pay the amounts for the XXXX, which could never enter the country because it did not meet FDA or Global GAP requirements to be brought from XXXX to the XXXX. \n\nIt was almost {$15000.00} for the payment of that cargo, where I sent the money I could obtain from the credit card. I never received purchase orders, invoices, or anything to guarantee that I had paid for this product. I received some pro forma invoices with stamps and logos from a company called XXXX XXXX XXXX, XXXX. XXXX, and another for a payment of almost {$9000.00} that I made to XXXX XXXX. XXXX said that one company would be the supplier and the other the handler or the one who would pack and ship the cargo to the carrier. Everything perfectly fit the scam.\n\nI had already paid more than {$25000.00}, which wasnt even mine, and now I find myself paying off that debt. I learned that in the hotel where she was staying, they were going to evict her because the house she was supposed to rent as an office was not given to her. Another sign that XXXX is a shameless person who takes advantage of peoples goodwill. \n\nThe granadilla could not reach the XXXX, and once the supplier from XXXX, XXXX XXXX, told me that it needed to be moved as soon as possible because it was going bad. Thats when I started discovering more nonsensical things : neither XXXX had the super experience nor the logic in this business, and she didnt even investigate how products could be accessed in a country as demanding as the XXXX XXXX \n\nStrangely, the last conversation I had with the supplier was aggressive because I confronted both of them to see who was telling the truth. Of course, XXXX was caught in all the lies, but I had already paid, and there were no more options. There was one last card to playthe basilbecause it was accepted everywhere. But another situation arose : the basil hadnt passed the quality tests required by the United States, so it couldnt be shipped. This issue dragged on until this date, and the cargo handlers didnt have space, etc.\n\nNow the question is : if it were a big client, would they wait almost XXXX months to receive their product? Of course not. This money was also lost. There was no refund, no supplier, no client. this money was paid with my credit card from chase bank, and some money from my personal account i have never received any product i had purchased. \n\n\n\nI tried to outsmart her and found a company that handles international collections, including various types of insurance claims. This company claimed it could pursue the international collection of this debt against XXXX XXXX. However, my problems only worsened, as I was now entangled in an uncollectible matter, making me responsible for another obligation and introducing a new level of stress. The company had this case for almost XXXX months and resolved nothing. If the case was withdrawn, they would charge a high cancellation fee. Something tells me XXXX knew this person and that they were part of the scam. \n\n\n\nXXXX is someone whose appearance is perfect for manipulating and scamming others. Collecting this money was not easy, and the situation worsened as I still hadnt received any money, yet the credit card bills and the deterioration of my finances continued. This situation has been extremely painful, leaving me mentally destroyed and desperate, but I tried to stay calm and think of another strategy. \n\n\n\nI met some clients from XXXX, a serious and well-structured company called XXXX XXXX XXXX which coincidentally needed granadilla for export to XXXX and XXXX. XXXX contacted her suppliers in XXXX, claiming they had the required certifications for export to XXXX. However, another scam was brewing, as XXXX complicit supplier lacked the certifications for granadilla and only had them for other products. XXXX intended to make them pay a 70 % advance for the goods, which were to be shipped under the CIF incoterm. \n\n\n\nThe scam almost went through until the clients partners met and discovered that the certification process would take XXXX months, which would be a huge problem. The shipment was approximately XXXX pallets, worth about USD XXXX, the same amount she scammed me out of. XXXX has since remained out of contact, not answering phone calls or responding to any communications, even after promising to start making payments this month. She feels untouchable and seems to think that U.S. laws are a joke, as she didnt even bother to attend the court hearing for the lawsuit for the more than USD XXXX she owes me. \n\n\n\nWhen I think about how many people she has scammed, I estimate it could be around XXXX individuals. Additionally, I filed a complaint against her with the New Jersey police. \n\n\n\nI can provide any proof you need. I know she is making moves, and there is a way to recover my money and bring her to justice, preventing her from causing further harm to society. I sincerely ask for your help ; I dont have the means to pay for an investigator or a lawyer. Just the support of this entity would be a great help in catching these manipulators, fraudsters, and scammers. \n\n\n\nLucky the company XXXX XXXX took enough security measures and avoid a new scam starred by XXXX and her company XXXX XXXX. and right now I am struggling financially and besides of that I dont have any source of income due to this huge mistake and scam.","date_sent_to_company":"2024-08-25T00:42:07.000Z","issue":"Fraud or scam","sub_product":"International money transfer","zip_code":"07093","tags":null,"has_narrative":true,"complaint_id":"9924592","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-08-25T00:28:14.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Lucky the company <em>XXXX</em> <em>XXXX</em> took enough <em>security</em> measures and avoid a new scam starred by <em>XXXX</em> and her company <em>XXXX</em> <em>XXXX</em>. and right now I am struggling financially and besides of that I dont have any source of income due to this huge mistake and scam."]},"sort":[7.6571884,"9924592"]},{"_index":"complaint-public-v1","_id":"7135443","_score":7.629571,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX\nThis is my complaint against CHASE BANK. \nURGENCY: HIGH\nIMPORTANCE: HIGH\n[WITHOUT PREJUDICE]\nI would like to draw your attention to XX/XX/XXXX - I had sent my complaint letter to CHASE BANK, in which I clearly stated\nhow this scam has affected me personally, psychologically andfinancially. \nI am afraid I have had to go through so much \"bureaucracy\" thus far in order to catch their attention to my concerns. This really doesn't\nshow their complaints department in a good light, to say the least; and certainly, does not contribute to my overall satisfaction and peace\nof mind.\nMy complaint is against the bank that did not do its job properly (could not prevent/foreseen fraud and could not conduct a proper\ninvestigation) and not against the vulnerable customer who fell victim and lost all the savings due to the misconduct of the bank.\nI feel very distressed and cheated, all because no one took action immediately and practice their duty of care, therefore I only request what\nI believe to be rightfully mine, as all institutions were more than negligent in protecting my account and handling the complaints. I \ncomprehensively provided explanations and proof to my claim, even so, CHASE BANK never acknowledged my complaint,\ntherefore, I have approached you CFPB and I would like to receive your assistance on this matter.\nGeneral Obligation:\nCommencing on or about XX/XX/XXXX, I fell victim to a multi-layered scam operation orchestrated by XXXX XXXX, XXXX XXXX, \nand XXXX XXXX (the Scammers), all of which aim at contributing to the goal of robbing and defrauding innocent people.\nWhen determining whats reasonable and fair, we should focus on the issue of liability; common queries include, but are not limited to, \nthe following (i) whether CHASE BANK did not take notice of any rule, law, or regulation, and/or possibly missed any material elements \nof the relevant bylaws or codes of conduct, that may have prevented them from protecting my financial safety; (ii) whether by virtue of \nCHASE BANKs custodianship over my funds or by its control over them, they owed a fiduciary duty to me and if so, whether that \nduty was breached; (iii) whether CHASE BANK promoted the transaction(s) in question despite being aware of the nature of the \ntransaction(s) in question (iv) whether CHASE BANK was in compliance with its own policies and procedures; (v) whether CHASE \nBANK owed duties to myself, what the scope of those duties was, and whether CHASE BANK did not uphold those duties; (vi) whether \nCHASE BANKs conduct was unfair; and (vii) whether CHASE BANK has within its power the ability to, and should, compensate me \nfor the harm that has befallen me.\nUpon identification of such unusual or suspicious activity, it is crucial that the relevant staff member adequately describe the factors \nmaking an activity or transaction suspicious, thoroughly depict the extent and nature of this activity and properly communicate to the \ncustomer that such activity meets the relevant criteria of fraud.\nIn providing its services to a customer, a financial institution is required by law to exercise the care and skill of a diligent, prudent banker. \nIn this case, this means that the payment service provider should not turn a blind eye to known facts pointing to a real possibility that \ntheir customer is being scammed. In other words, CHASE BANK must have had special knowledge of what was occurring or been alerted \nto a real possibility of fraud taking place. The financial institution must have known or reasonably ought to have known that I was dealing \nwith a scammer.\nGranted, there is room for diversity of view insofar as reasonableness is concerned. Indeed, there is a sense in which the standard of care \nof the reasonable person involves in its application a subjective element. \nHowever, it must be remembered that the correct test is always reasonable care in all circumstances, not average care. The fact that most \npeople behave in a certain way may be good evidence that the conduct is reasonable, but this is not necessarily the case. Although \nreasonableness is a very fluid concept, all of the evidence suggests that CHASE BANK did not foresee the fraud and disregarded even the \nmost obvious dangers in this respect. \nSituations do tend to repeat themselves and it is advisable to examine previous outcomes to see how the standard of the reasonable person \nshould be applied, and that lessons can be learnt from the errors of the past.\nApropos of the fluidity of the concept of reasonableness, all CHASE BANK has done in this regard is set up a dichotomy of having or not \nhaving the legal obligation under consideration, however, that does not go one-inch toward explaining why various regulatory authorities, \nhas maintained that financial institutions can, and should, protect consumers using their systems, advanced technologies, and rich \nexperience.\nSCAMMERS FRAUD SCHEME  ALLEGATIONS\nOn XX/XX/XXXX, I received a phone call in the morning at about XXXX XXXX. The caller identified himself as XXXX XXXX, ID ss(or XXXX) XXXX \nfrom XXXX. He stated that he was confirming a purchase that was made on my XXXX account of a gold XXXX that was to be delivered \nto an address in XXXX New York the next day on the XXXX. I told him that I had not made such a purchase and it needed to be cancelled. \nHe said he would cancel it, but he needed to transfer me to their fraud division and asked me to hold for a moment. This was at XXXX XXXX.\nThe next person got on the line (XXXX XXXX), the same phone number. This person identified himself as XXXX XXXX BadgeXXXX XXXX \nU.S. Marshall. He proceeded to describe that my name was used to open several bank accounts, in Texas, New York, New Jersey, etc. rent \na vehicle and that my name was being used in a money laundering scheme and possibly drug smuggling. He then started to tell me that he \nneeded me to talk to one of their U.S. Marshals that were in that department and proceeded to transfer me to yet another person. He had \nme stay on the line and not hang up for the whole day. The next person got on the line but had a different phone number, 1-XXXX. \nHe identified himself as a U.S. Marshall, XXXX XXXX, badgeXXXX XXXX, assigned to my caseXXXX XXXX, and that he would explain what \nwe could do to protect my money and provide proof that I was not involved with committing any of the fraud. \nHe said I needed to pull all my money out of my bank account and secure it so they could open a new account to put it into at my bank. \nHe then said to stay on the line no matter what and to not tell anyone what we were doing and asked how much money needed to be \nsecured, I then gave him my balance in my bank account. He never asked me for my actual bank account number. He then had me go to the \nbank and withdraw as much as I could in cash to take to a specific Bitcoin ATM that they provided to me after I let them know what city \nI was in. I used XXXX all day long because my car was in the shop.\nI withdrew XXXX cash and proceeded to the Bitcoin ATM address they gave me. He kept stating that my XXXX trips would be refunded \nafter all this was done. They sent me a QRC code to use at the Bitcoin ATM. I deposited the cash into the ATM and kept the receipt. Then \nhe directed me to buy as many XXXX  cash cards as I could to secure the rest. I went to XXXX and was only able to purchase XXXX  cash \ncards for the amount of XXXX each. Then he asked if I could do an ATM cash withdrawal at XXXX for the rest. I was only able to \nwithdraw XXXX because of limits.\nI told him I was at all my withdrawal limits and could do no more for XXXX hrs.\nHe then said that once we got all my money secured that he would set up an appointment for the next day to meet another Marshall in \nperson who would help me set up my new bank account and provide me with my new Social Security number and transfer all my money \ninto the new account.\nHe said he would postpone his case for a day so we could continue the next day because if we did not secure my money, they would close \nmy bank account and my Social Security number forever.\nThe next day, XX/XX/XXXX I was exhausted and didnt want to work with him anymore. I transferred my savings to checking for the next \nround of securing my money. I told him this and told him I did it because I needed to pay some bills with it and was leaving some money \nin my account,\nHe then got upset and said I broke the rules and hung up on me.\nPlease take notice that my funds were transferred through means of coercion and under false pretenses all along!\nCHASE BANK is obliged to take some action if it is sufficiently aware of a real possibility that a fraud may be being perpetuated. If you \ndon't question its customers instructions or raise the possibility of a scam with the customer in these circumstances, it may be liable if the \nred flags indicate the customer is:\n particularly vulnerable, or\n if the possibility of fraud was serious or real, not just suspected.\nThere are some recommendations to organisations for protecting customers from financial harm that might occur as a result of fraud or \nfinancial abuse; and gives guidance on how to recognise customers who might be at risk, how to assess the potential risks to the individual \nand how to take the necessary actions to prevent or minimise financial harm.\nThese recommendations are established as a general principle, the organisation should deliver a service that:\n1) Takes a proactive approach to minimising risks, impact and incidences of financial harm and it sets out systems and tools for \nthe prevention and detection of fraud and financial abuse. As a general point, it says organisations should ensure that all systems are \ndeveloped using technologies and methodologies that are effective in the prevention of fraud and financial abuse, through authorised \nand unauthorised payments, thereby minimising the risk of financial harm to customers. As regards to the detection of fraud and \nfinancial abuse, it says the organisation:\nA) should have measures in place across all payment channels and products to detect suspicious transactions or activities that \nmight indicate fraud or financial abuse. It then lists the following examples of suspicious activity on customer accounts:\na. multiple cheque books;\nb. sudden increased spending;\nc. transfers to other accounts;\nd. multiple password attempts;\ne. logins from new devices, multiple geographical locations;\nf. sudden changes to the operation of the account; Unusual transactions are transactions whose amount, \ncharacteristics and frequency bear no relation to the economic activity of the customer, exceed normal market \nparameters or have no apparent legal justification. \ng. a withdrawal or payment for a large amount;\nh. a payment or series of payments to a new payee;\ni. financial activity that matches a known method of fraud or financial abuse.\nB) organisations should have a process in place to ensure that staff make contact with the customer to verify the financial \nactivity, challenge its authenticity, explain the nature of the suspected or detected fraud and discuss an appropriate plan of action.\nI am deeply convinced that the disastrous results that I have previously elaborated upon will continue to ensue if no responsibility is \nadopted by CHASE BANK in relation to this matter. I have also thoroughly detailed why they cannot simply dismiss this problem by \nstrictly adhering to legal technicalities which, after careful reflection, struck me as being nothing more than self-interest. Indeed, it seems \nto me utterly unfair to disregard fragile, sensitive, and vulnerable consumers who are afflicted by such allegedly malevolent acts, thereby \nkeeping an unjust status-quo that is corrupting our society at its core.\nConclusion:\nBased on my analysis, and as confirmed by various authorities concerned with such matters, there is abundant evidence that forward thinking financial institutions ought to take reasonable steps to forestall fraud, or at least mitigate its risk by using an effective risk \nmanagement system, demonstrating their undisputed ability to responsibly and pre-emptively respond to questionable transactions in the \ndigital arena. The use of such systems, largely based on newly adopted technologies aimed at effectively navigating the evolving threat\nlandscape, is only one of a number of possible endeavours undertaken in this connection, alongside the application of past knowledge and \nexperience related to popular fraudulent practices.\nCHASE BANKs non-observance of the fundamental principles of justice  that is, to completely overlook and not even remotely try to \nmitigate the suffering of vulnerable consumers is inexcusable given the size of the establishment and the vast resources at its disposal as \nthe direct result of the patronage of clients like myself. \nIn summary, I respectively ask your organisation to consider my points, given your personal and companywide obligation to provide a fair \nand reasonable investigation into the complaint.\nI look forward to your input and would gladly cooperate to reach a fair and reasonable outcome.\nThank you.\nXXXX XXXX\n\nPage 1 of 7 XX/XX/XXXX \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY\nRe: Demand Letter \n For negotiation purposes only, without effect as to any and all rights\nAttn: Claims/Fraud Dept.\nDear Sir/Madam, \nThe goal of this letter is twofold: first, it aims to establish that a duty of care was breached, inasmuch as \nyou have failed to perform adequate due diligence or/and have not acted in a reasonable and prudent \nmanner to prevent foreseeable substantial damages I suffered as a result of a fraud [1]. Second, it shall \nserve as a formal written demand for reimbursement based on the aforementioned grounds, among \nothers.\nA very comprehensive analysis of fraud prevention suggests that by processing an atypical, non-routine \ntransaction(s), and/or by being aware of other fraudulent schemes similar to the one alleged herein \nand/or ignorance of obvious warning signs of fraud, you engaged in/ is a pattern or a practice of wrongful \nand negligent conduct which provided substantial assistance to advance the commission of a fraud that \nresulted in my financial and psychological damages. The facts and details concerning the actions in \nquestion are set forth hereunder.\nOVERVIEW\n Commencing on or about XX/XX/XXXX, I fell victim to a multilayered scam operation\norchestrated by XXXX XXXX, XXXX XXXX, and XXXX XXXX (the Scammers), all of which aim \nat contributing to the goal of robbing and defrauding innocent people.\n Money was transferred from my account via debit card, and through an intermediary named\nBitcoin Of America in the total amount of XXXX XXXX USD utilizing your services.\n This letter shall thrust into the spotlight, inter alia, the increasingly important role financial\ninstitutions play in the fight against financial crime and fraud, and the pressing need for higher\nlevels of supervision and vigilance within your organization.\n Additionally, it is vital that you will immediately take all actions within your power to remedy the\nsituation, whether by raising chargeback in respect of the transaction in question or reimbursing\nme and crediting my account, for the full amount of these payments, in the total amount of XXXX XXXX USD\n Heres an indisputable fact: had you looked at the wider circumstances surrounding the abovereferenced transaction, this illicit transfer of wealth could have been prevented.\n Executing transactions without proper authority is not only a severe regulatory offense but also\nan irresponsible and reckless disregard for the customers financial safety.\n1 FCA: A more effective approach to combatting financial crime (XX/XX/XXXX)\nPage 2 of 7 XX/XX/XXXX \n2 \n Against this background, and without derogating any of my rights, I hereby hold you liable for\nfinancial and emotional harm as well as medical problems relating to this victimization and\ndemand that you reimburse my account in full within 10 days from the date of this letter.\nINTRODUCTION\nFinancial crimes and fraud investigations often involve a high degree of sophistication, complexity, and \nsensitivity to detail. Accordingly, this letter aims to address the issue at hand as profoundly and fairly as \npossible, by taking into consideration contextual regulations, laws, and bylaws, as well as guidance, \nstandards, and rules promoted by supervisory authorities, relevant codes of practice and (where \nsuitable) what was good industry practice (GIP) at all times relevant hereto. The allegations contained \nherein are predicated either upon knowledge with respect to myself and my own experience or upon \nfacts obtained through investigations conducted by qualified third parties. I strongly believe that \nsubstantive evidence in support of the allegations set forth herein will be found after an appropriate \nopportunity for discovery. Key facts supporting the allegations contained herein are known only to the \nScammer or/and are exclusively within their control.\nI did not know, and through the exercise of reasonable diligence could not have discovered, the \nfraud that was being perpetrated upon myself by the Scammer. Fraud is commonly conceptualized \nas withholding from the weaker party in a financial transaction information which is necessary to make \nan informed, rational or autonomous decision.\nIn this regard, even access to adequate information is insufficient to achieve complete autonomy. A \ncomplication here is that the weaker party might have trouble analyzing the data at hand sufficiently well \nto identify fraudulent schemes. A reasonable solution is that financial institutions would be required \nto promote transparent communication in which they track the understanding of its customers. \nThe false representations and omissions made by the Scammer have a tendency or capacity to deceive \nvictims, such as myself, into unwittingly providing funds that fueled the Scammers fraudulent scheme \nand therefore are, by their very nature immoral, unethical, oppressive, unscrupulous, and substantially \ninjurious to consumersall at once.\nAs a result of the Scammers deceptive practices, I was deceived into transferring my funds to them. The \nfalse statements of material facts and omissions as described above; and the sham transaction(s) the \nScammer perpetrated upon myself; were unfair, unconscionable, and deceptive practices perpetrated on \nme which would have likely tricked a reasonable person under the circumstances.","date_sent_to_company":"2023-06-20T02:01:40.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"92071","tags":"Servicemember","has_narrative":true,"complaint_id":"7135443","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-06-20T01:04:48.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Then he asked if I could do an ATM cash withdrawal at <em>XXXX</em> for the rest. I was only able to \nwithdraw <em>XXXX</em> because of limits.\nI told him I was at all my withdrawal limits and could do no more for <em>XXXX</em> hrs.\nHe then <em>said</em> that once we got all my money secured that he would set up an appointment for the next day to meet another Marshall in \nperson who would help me set up my new bank <em>account</em> and provide me with my new Social <em>Security</em> number and transfer all my money \ninto the new <em>account</em>."]},"sort":[7.629571,"7135443"]},{"_index":"complaint-public-v1","_id":"2883123","_score":7.2243056,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"When I tried to use my credit card back in XXXX XXXX I was notified by the merchant that my account was closed and they advised me to follow up with the bank. I called that evening and was notified by the representative that my account was closed by the bank and that they sent me out a letter explaining why as she could not view what the reason was. On XX/XX/2018 I contacted customer service multiple times to follow up on the reason why and each time I was unable to receive an answer however was advised to send a written statement requesting to reopen my account. On XXXX XXXX I sent the following message : From : XXXX Subject : Credit Account Closed By Bank Date : XX/XX/2018 XXXX XXXX Hi I contacted customer service multiple times yesterday to understand why my account has been closed. I was transferred numerous times and was just told that they sent me a letter due to confidentiality so the representatives were unable to see the reason. However, the last person I spoke to stated that I would be able to view the letter online on my account but I cant seem to find it and would like to know how I can review this information as soon as possible and not have to wait for that letter so that I can do what is necessary. \n\nThey responded : Dear Valued Customer : Thank you for writing to us about your account today. \n\nTo access the letter we sent, navigate to Services in the navigation bar then Statements & Documents. You will see the link for View E-Communications. Please note that documents will automatically be removed after 12 months, so you may want to save them to your computer. \nThere is currently no way to manually remove documents from the E-Communications page. \n\nAs always, we value you as our customer, and we appreciate your business. \n\nThank you for using our website. \n\nI followed the instructions and was unable to see the letter. However it wasnt until XX/XX/XXXX or XXXX, XXXX  that I finally received the letter stating the bank closed my account. \n\nI called later that day multiple times to inquire as to how I can reopen my account. Each rep that I spoke to attempted to reopen it however, were unsuccessful and advised me to send a written statement to the Executive Response Unit. I sent the following letter via mail : XXXX XXXX XXXX XXXX   XXXX XXXX, HI XXXX XX/XX/2018 Executive Response Unit Citibank , N.A . \nXXXX XXXX XXXX XXXX XXXX, SD XXXX To Whom It May Concern : This letter is regarding my account number ending in XXXX and the two letters that I received in the mail today from the Security Operations Team that were both dated XX/XX/2018. The first stating that there were disputed charges which were not related to a lost, stolen, or counterfeit credit card. After investigating these disputed charges with the information provided, it was determined that I am responsible for these charges. Then the second reiterated the first and declared that effective XX/XX/2018 Citibank has closed the above referenced credit card account. This action was taken because of a security investigation involving the account and that additional transactions will not be authorized. I am reaching out to the Executive Response Unit because I believe there was a mistake that was made regarding the fraudulent transactions. It was never intended for those charges to be labeled fraudulent as they were not only valid, but also authorized as I personally made these charges. Also, when I checked the Credit Bureau Report it states that my account was closed due to dispute resolved ; customer disagrees, when I havent spoken nor received any correspondences until now. When I called XXXX customer service I spoke with XXXX and he expressed that he believes this was all a misunderstanding and advised me to write a letter as well as reassured me, he notated his beliefs and comments as well. \n\nI am formally requesting to see if my account is eligible to be reinstated and opened. Initially, I was disappointed to hear of my account being closed considering Ive never missed or made a late payment. Recently, Ive gotten injured at work and thus feel that the features and benefits of this card would be immensely useful to me. This cards benefits surpasses other competitors by providing the simplicity of being able to use the XXXX XXXX XXXX XXXX as a XXXX membership ID ( only need to carry one card ), no additional hidden fees on purchases, and no annual fees. The cash back rewards benefit based off eligible purchases alone is why I chose this card over others. Convenience and peace of mind is really it. \n\nTherefore, my humble request to reopen my account is simply so that I can enjoy the cards wonderful benefits while also continuing to prove my value to you as a customer. I am hoping this letter finds its way to someone who can help me get my account reconsidered. Thank you in advance and please know that I sincerely appreciate your time and any help you can provide. Should you have any further questions I can be reached at ( XXXX ) XXXX or via email at XXXX Sincerely, XXXX XXXX As of today I still have not received a response and attempted to follow up on the status of my letter and called customer service who insisted they arent sure of what to do or what the process is. So on XXXX XXXX I messaged Citi once again via secure message center the following : Hi, I sent a letter requesting the bank to reopen my account and I havent heard back from them so I just wanted to follow up on the matter. I know that there is no direct phone number to contact but I was wondering if there is any additional information in regards to the process. For instance, once Ive sent the letter requesting my account to be reopened how long can I expect to receive a response? \n\nThey responded : From : XXXX Subject : Re : Account Closed by Bank Date : XX/XX/2018 XXXX XXXX Dear XXXX, Thank you for your inquiry. \n\nWe received your request to reopen your reopen account request. \nUnfortunately, we are unable to handle your request through the Secured Message Center. Please call our Customer Care Center. XXXX. \nIf you are outside the United States, XXXX, and Puerto Rico, you may call us collect at XXXX. Our telecommunication number for our hearing impaired customers is XXXX. \n\nWe realize that as a consumer you have many choices, so we thank you for choosing us. \n\nRegards, XXXX Account Specialist 3 Tennessee So today XX/XX/2018 I reached out to the customer service number they provided me with. Unfortunately to no availability, she was unable to assist me and so I sent the following message to Citi once again via their secure message stating : From : XXXX Subject : Bank closed XXXX Credit Card Acct . \nDate : XX/XX/2018 XXXX XXXX Per your previous message, I called and contacted customer service and unfortunately the rep that I had spoke to was unable to provide me a definitive answer. She was unsure and couldnt even provide me with information regarding to whom I needed to contact or speak with. After trying to reopen my account herself she needed to reach out to the Fraud department who informed her that the account couldnt be reopened and there was no supervisor who could do so. I stated that I understood what she was saying because the previous reps whom I spoken to attempted to do so and then reiterated that they advised me to send a written statement requesting my account to be reopened. Also I inquired as to whether or not the response she received from the Fraud department was current and from the Executive Response Unit but she responded that there were no notes so she was unsure. As per my previous conversations with reps, I had sent my written statement request to : Executive Response Unit XXXX XXXX  XXXX XXXX XXXX, South Dakota XXXX With that said, all Im simply attempting to do is follow up on the process that I was advised to do. Once Ive sent the letter, since I havent received a response Im trying to find out who I can directly contact since previous reps stated that department doesnt have a number to contact and reiterated the only option which was the written request. At this point, it is extremely frustrating because the only response I receive is either to keep getting transferred between departments or speak to someone who has no clue as to what I am talking about. They do try to help, but since they are unable to fulfill the task Im asking they just state that they can refer me back to the department where I can reapply. I really dont want to have to reapply because this account has everything for me and since things have changed over time I know I wont receive the same credit limit or benefits that I had originally. Thus, I understand that the representatives are unable to reopen my account, hence the reason for my letter to the Executive Response Unit whom has the authority to reopen it. Please help provide me this information or direct me to someone who can. If you are unable to, is there anyway that you can reach out to the Executive Response Unit and follow up with them. Once again, Im humbly attempting to get my XXXX Credit Card account reopened so that I can continue to receive the benefits. Ive been a loyal customer whose never missed a payment in my two years with Citi. \n\n\nIve reached out numerous times to show how dedicated and loyal of a customer I am to the bank. However, no one is able to provide me information or in the right direction of who I can contact. They keep giving me the run around and its overly frustrating by this point. I just want to reopen my XXXX Credit Card account so that I can continue reaping the benefits that I enjoy especially since I am still continuing to make monthly payments. I really dont want to have to reopen another account either as the rep I most recently spoke to insisted on because circumstances changed and I wont receive the same credit limit nor the same benefits that I originally had and enjoy.","date_sent_to_company":"2018-04-22T23:54:35.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"96744","tags":null,"has_narrative":true,"complaint_id":"2883123","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-04-22T23:12:14.000Z","state":"HI","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":["<em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>, SD <em>XXXX</em> To Whom It May Concern : This letter is regarding my <em>account</em> number ending in <em>XXXX</em> and the two letters that I received in the mail today from the <em>Security</em> <em>Operations</em> Team that were both dated <em>XX/XX</em>/2018. The first stating that there were disputed charges which were not related to a lost, stolen, or counterfeit credit card. After investigating these disputed charges with the information provided, it was determined that I am responsible for these charges."],"issue":["Closing your <em>account</em>"],"sub_issue":["Company closed your <em>account</em>"]},"sort":[7.2243056,"2883123"]},{"_index":"complaint-public-v1","_id":"2680977","_score":6.891469,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Okay just to be clear I have filed complaints since about 7 months ago with every federal, state, local,  house, goveneor, sheriff, chief, representatives and more I had sent out over 5000 emails,  an according t my XXXX bill I had made over 20,000 in the last two months alone. Denial letters from free legal services from missiouri and arkansas, denial from help from victiums of crimes special programs and denial from attorney generals and on and on and on. \n\nOk it kind of a long story it actually starts almost five months ago, lets just say since five months ago we have suffered hacking and scammers, and idenity theft and it was bad for a while we were  and are almosr 7000 in debt just from that alone not including everything on my credit record with is almost 70,000 which I thnk some is my student loans. Well after afew weeks the calmed down a bit.\nWell about a week  a month after that, I had to stop working because of my health being so XXXX so I havent worked in almost 4 months now and still waiting on XXXX to kick it.  \nWell we ended up having to get  another vehicle,  cause of my appointsments and hospital visits it wasnt working out with husbands shedule. And he was goning to lose his job if we kept at it\nSo on XX/XX/XXXX we finally got someone to give us a chance with a truck which my husband used for work sometimes.\nWell that was the first time XXXX XXXX lied to me, when they called me about being approved for sure I was told all we had to do was come and sign the papers and it was going to be XXXX  Dollars Down.  No more than that, I thought thank god,\nWell of course I still had not be released to go back to work yet not sure when I am going back honestly,  my health is XXXX XXXX, andy ways  about  a week of having the truck it started acting up they were very slow to respond abut the issue and it took  almost two weeks for them to actually do something about it.\n\nWell XX/XX/XXXX I told my husband since we were so far in debt with everything with the scamming and hacking that we was not going to have to file for bankcruptcy and I had researched online that we can file for a petition of affirmation of  automatitc stay of assets which would help keep the only assets we had\nWell I went online which since we had got hacked, and scammed and the idenity theft I had set up proxy, vpns, IP addresses,  and emails and everything it was that bad. \n\nWell I was online again looking for free legal help to fill the  paperwork out and were to get the forms from online frokm the district courst of missouri and I filled it all out the waviers for the courts cost and fees and everything else then was told that it  would be filed on XX/XX/XXXX and that afternoon was told go aheaed and send out to the dealerships and in a few days we finish the rest of the procedure and it was gonna cost like XXXX dollars well with me not working I had just got my last check and all  ihad left ws XXXX so I gave him that through online transfer. \n\nSo the next day XX/XX/XXXX at around XXXX we heard a tow truck outside and my husband went to look and their they were taking his truck, we had not received one call, one , text, or email or any notice that this was happening at all.   My husband jumped in my car and drove two hours away to talk to them to see what was going on and when he got there they \n\nTHE FINACE SIDE OF THE COMPANY TOLD HIM HE COULD HAVE THE TRUCK BACK IF HE PAID THEM XXXX FOR TOWING IT.   \nWELL WHY HE WAS OUT THERE I HAD GONE ONLINE AND FILIED OUT COMPLAINTS I KNOW THEY ARE IN THE WRONG FOR DOING THAT. \n\nWELL THAT SAME DAY I TALKED TO THE GM XXXX WHICH TOOK ME 8 TIMES TO GET HIM BECAUSE XXXX I THINK HER NAME WAS OR XXXX KEPT LYING TO ME WHEN I ASKE TO SPEAK TO THE GM SHE SAID SHE WAS AND THAT IS NOT HOW SHE INTRADUCED HERESLF ON THE PHONE WHEN ANSERING PLUS I HAD TALKE D TO HER MANY TIMES BEFORE.\n\nHAD TO GO THROUGH CUSTOMER SERVICE LINE AND ASK FOR GM FINALLY GOT  HIM XXXX\n\nAND HE SAID THAT BECAUSE FO THE COMPLAINTS I HAD SUBMITTED THATS WHY THEY TOOK THE TRUCK AND IT WAS BEING REVIEWED BY THEIR SUPPOSEDLY TEAM OF LEGAL REPRESENTATIVES. \n\nYET THEY TOLD MY HUSBAND THAT THEY RECEIVED THE PAPERS ABOUT THE BANK RUPTCY AND THAT IS THE REASON WHY THEY TOOKT THE TRUCK BACK.\n\nCONFLICTING STORIES THERE,  WELL SINCE THEN I HAVE BEEN ONLINE TRYING TO LEARN HOW TO UPGRADE TO EFILE WELL THAT WAS A WEEK WASTED TO COME AND FIND OUT I CANT WHEN I HAVE DOCUMENTS FROM ONLINE SHOWING AND STATING ON HOW YOU CAN IF YOU REPRESENTING YOURSELF PRO SE\n\nWELL IN THAT TIME THEY BARLY SPOKE TO ME THEY TALKED TO MY HUSBAND THOUGH.  WELL THRUSDAY HE TALKED TO THEM LATE EVENING  AND THEY TOLD HIM THAT IF I DROPPED THE LAWSUIT THAT THEY WOULD RETURN THE TRUCK BACK TO US AND WOULD BE CHARGED FOR THE TOWING\n\nFUNNY THING IS ABOUT THE WHOLE THING I NEVER FILED YET I GOT SOME HELP AND WE WERE HAVING SOMEONE SERVED A DEMAND LETTER WITH ONE OF THE BARGGININGS WAST TO RETURN THE TRUCK.\n\nSO APPARENTLY HE HAS BEEN TALKING TO XXXX, AND XXXX, AND XXXX AT XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX AR. XXXX XXXX\n\nWELL THE NEXT DAY I SENT VIA EMAIL AND ONLINE FAX TO HEADQUARTERS WELL WHAT THEY SHOW ONLINE AS HEADQUARTERS AND SENT TO THE XXXX NUMBER EMAIL EVEN THOUGH IST XXXX AR. XX/XX/XXXX EMAIL AS WELL. \n\n I  WLL ATTACH COPY OF THAT AS WELL, WELL DIDNT HEAR NOTHING AND MY HUSBAND ASKED ME TO CALL THEM SO  I DID STARTING AT XXXX XXXX TILL  ABOUT XXXX AT NIGHT WHEN I CALLED THEY HUNG UP, PUT ME ON HOLD FOREVER AND THEN HANG UP TAKE MESSAGE FOR XXXX AND SAID HE WAS BUSY AND DIDNT EVER CALL BACK AT ALL I CALLED EVERY NAME ON LIST TO CORP. OFFICE IN XXXX, IN AND LEFT MESSAGE STATING I SENT EMAIL EXKPLAING THE REASON WE WAS FILING AND THERE WAS NO LAWSUIT AND THAT ALL WE WANTED WAS WHAT WE ASKED FOR.   THEN  ABOUT XXXX XXXX XXXX FINALLY ANSERED THE DOOR HE \n\nSTATED TO ME HE TEXTED MY HUSBAD THAT MORING AND TOLD HIM THAT HE WOUDLNT KNOW TILL XXXX\nAND THAT HE MIGHT HAVE TO BE PUT INTO ANOTHER VEHICAL NOT THE TRUCK.\n\nNOW, I WAS VERY MAD SINCE FRIDAY I HAVE DONE NOTHING BUT RESEARCH AND RESEARCH AND I FOUND OUT A LOT OF THINGS \n\nWHICH ALL GO AGAINST OUR CIVIL RIGHTS, AND POOR WORK ETHICS ON THEIR POINT OF VEIW, \nNOW THEY TOLD MY HUSBAND THAT THE ONLY HE COULD HAVE HIS THINGS OUT OF THE CAR WAS TO GIVE BACK THE OTHER KEY .\n\nWELL LIKE I SAID I HVE RESEARCHED XX/XX/XXXX, XXXX XXXX AND I HAVE FOUND OUT A LOT ABOUT THIS COMPANY AND I ALSO HAVE AT LEAST OVER 25000 DOWNLOADS OF MISSIOURI,  ARKANSAS, AND XXXX  LAWS ON CIVIL RIGHS, CIVIL RIGHTS AND AUTOMOBILES AND CIVIL RIGHT AND REPOSSIONS AS WELL.\n\nI HAVE OVER 100 TABS SAVED ON PHONE AND LAPTOP AND DOCUMENTS ABOUIT THIS COMPANY, MANY LAWSUITS AND LOTS OF UNFAIR PRACTICES AND AND REPOSSESIONS AND MORE, \n\nI WILL ONLY SEND CERTAIN THINGS PRETAING TO THIS MOSTLY .\n\nEverything here I have got off their websites, contracts  as employees, share holders,  and more mainly going to focus on the problem at hand and I have read and downloaded all the law archives from Missouri, Arkansas, Indianan. I have read and downloaded the laws pertaining to civil rights, repossession and arbritaration laws as well and I  have downloaded the Byrider Franchising hand book 0n how they are to run the the XXXX XXXX XXXX XXXX stores the chains of commands policy they are to follow and more and I also have clips of the contract as well\nWHICH THE CONTRACT AND THEIR POLICYS CONTRADICT THEMSELVES AND THEY DID NOT FOLLOW ANY OF THE PROCEDURES ON CONTRACT OR HANDBOOK. Portioning to this mess.\n\nLike I mentioned before we were victims of crime again which was reported but of course due to lack of man power which was lied. XXXX  police officer said and time and no leads  cant do much about that problem at all, but the company XXXX XXXX would not even hear our story or didnt take any compassion to our situations.\n\n\nLISTED BELOW IS EVERYONE I HAD CALLED AND LEFT MESSAGES AND EMAILED AND FAXED LETTERS TO SEE ABOUT GETTING THIS CLEARED UP WITH OF COURSE NO RESPONSE FROM ANY OF THE MEMBERS WAS TOLD BY THE  EMPLOYEES OUT OF XXXX AR. XXXX XXXX THEY WERE NOT ALLOWED TO SPEAK TO US YET THEY CONTINUED COMMUICATION WITH MY HUSBAND NOT MUCH BUT MORE SO HIM THEN ME AND I AM THE BUYER\n\nSO ONLINE WHEN YOU LOOK UP MAIN HEADQUARTERS FOR XXXX XXXX THIS IS WHAT COMES UP //.\n\nXXXX XXXX\t\t\t\t\tAKA----XXXX \n\nXXXX AR XXXX XXXX XXXX XXXX XXXX XXXX\n\n\nXXXX XXXX XXXX HEADQUARTERS              AFTER YOU REWORD THINGS COMES UP\nXXXX XXXX XXXX XXXX XXXX IN XXXX\nPhone--XXXX XXXX XXXX\nFax--XXXX XXXX XXXX\nEmail--XXXX\n\nSO THE WEBSITE IT GIVES A LIST OF NAMES OF SUPPOSEDLY THE PEOPLE RUNNING THIS LOCATION::\nXXXX XXXX PRESIDENT-- LEFT 6 MESSAGES ON VOICEMAIL, XX/XX/XXXX XX/XX/XXXXXX/XX/XXXX\n\nXXXX XXXX--CONSUMER AFFAIRS SPECIALIST ( WHICH THAT IS WHAT I WAS TOLD WHO I NEEDED TO SPEAK WITH)---XX/XX/XXXX    LEFT 15 VOICE MAILS\n\nXXXX XXXX--DIRCTOR OF SALES--XX/XX/XXXX  LEFT 8 MESSAGES\n\nXXXX XXXX XXXX-- XX/XX/XXXX  LEFT 4 VOICEMAILS\n\nXXXX XXXX-- LEFT 4 VOICEMAILS XX/XX/XXXX \nXXXX XXXX--XX/XX/XXXX LEFT 3 VOICEMAILS XXXX XXXX XXXX--XX/XX/XXXX LEFT 3 VOICEMAILS\n\nXXXX  XXXX--XX/XX/XXXX LEFT 5 VOICEMAILS XXXX XXXX--XX/XX/XXXX  LEFT 2 VOICEMAILS\n\nXXXX XXXX XXXX XXXX--XX/XX/XXXX  LEFT 6 VOICEMAILS\n\nSUPPOSEDLY EMAIL FOR OFFICE IS ----XXXX  WHICH GOES TO XXXX AR.   AND CUSTOMER SERVICE EMAIL IS XXXX\nWHICH IM SURE GOES TO XXXX AR. LOCATION AS WELL\n\nTHAT WAS ALL DAY SATURDAY I TRIED CALLING CORP OFFICE AND ONLY SENT OUT ONCE THE EMAIL TO THE EMAILS ON WEBSITES AND FAXED TO THE FAX NUMBERS AS WELL\n\nXXXX \nXXXX AR XXXX XXXX XXXX XXXX XXXX XXXX \nXXXX I THINK HE A GM XXXX XXXX XXXX XXXX AND I THINK XXXX\n\nHAVE ALL SAID DIFFERENT STORIES TO ME WHEN AND IF THEY ANSWERED OR TOOK MY CALLS \n\nAND HAD TOLD MY HUSBAND MANY DIFFERENT STORIES AS WELL VERY CONFLICTING STORIES\n\n\n\nWELL I FOUND OUT\nXXXX CUSTOMER SERVICE IS LINKED TO BOTH PLACES AND TRANSFERS CALLS ONLY TO XXXX AR   I CALLED THEM 25 TIMES  XXXX\n\nSO I WAS MAD, MY HUSBAND WAS MAD CAUSE THEY KEEP LYING TO US AND TELLING US DIFFERENT STORIES.. SO I DID DIGGING AROUND ON EACH PERSON AND THE COMPANY ITSELF AND I DOWNLOAD ALL PUBLIC ARCHIEVES  OF THE LAWS FOR CONSUMERS AND BUSINESS AND ARBRITRATION LAWS AS WELL AND I WIL COPY AND PASTE WHAT I HAD SEND LINKS DOCUMENTS AND PICTURES TO BACK UP MY FINDINGS \n\nAND I ALSO CAME ACROSS THEIR FRANCISHING HAND BOOK ON HOW THEY ARE TO RUN THEIR BUSINESS AND HOW THEY TARGET PEOPLE WHO ARE FINIANCALLLY UNSTABLE AND LIE TO THEM AND CHARGING HOW MUCH INTERSET THEY WANT NO MORE THOUGH THAN  35% AND MORE I HAVE DOWNLOAD COMPLAINTS OF THINGS THEY HAVE DONE SIMILAR TO THIS AND NO BODY REALLY DONE MUCH\n\nI AM REQUESTING TWO THINGS AT THIS TIME\n\nFRIST IS THE TRUCK BACK WITH TITLE NO MORE LEASE AT ALL OR NEW TRUCK \n\nSECOND AND I WONT THIS IS A SUIT BROUGHT ON THEM AS WELL OR BEING DECEITFUL AND MISLEADING AND BREAKING LAWS AND MORE BAD BUSINESS JUDGEMENTS AS WELL.\n\nSO WHEN YOU XXXX XXXX  HEADDQUARTERS IT COMES UP XXXX IN AND THAT I FOUND LIKE I SAID GOES ROUTED TO XXXX  AR,\n\nI HAVE A PICTURE OF THAT, WHEN YOU ENTER THE WEBSITE AND PICK A LOCATON AND CHOOSE INDIANA  WELLL XXXX  IN LOCATION DONT COME UP HAVE PICTURE AS WELL.\n\n\nLIKE I SAID I DID A LOT OF DIGGING AROUND ON THESE PEOPLE I ACTUALLY HAVE HOME ADDRESSESS AND PHONE NMBERS HOME ONES AND CELLS AND SOCIAL MEDIA WEBSITES THEY CONNECTED TO AS WELL AND MUCH  MORE FAKE WEBSITES, NUMBERS GENERATED TO FULL CONSUMERS INTO BELIVING THEY CALLING CUSTOMER SERVICE BUT NOT THEY JUST CALLING THE STORE THEY HAVING A PROBLEM WITH AND GET TRANSFERRED AROUND FOUND ALSO THAT IF YOU GO TO \n\nXXXX---DIRECT WEBSITE AND MAKE A PAYMENT AND THEY DONT TELL YOU THIS AND I DONT TRUST IT AT ALL SO I DIDNT MAKE A PAYMENT IT TAKES YOU TO A THIRD PARTY WEBSITE NOT EVEN CALLED XXXX OR ANYTHING TO DO WITH XXXX WEBSITES.\n\nALSO FOUND OUT THAT XXXX XXXX IS NOT REGISTERED WITH THE FEDERAL BANK RESERVERS I CHECKED NOT ON THERE NOR IS BYRIDER OR XXXX OR SOME OF THE OTHER NAMES I TRIED TO ENTER AS WELL\n\nI WILL SUBMIT THAT ALL AS WELL. THEY ARE APPARENTLY REGISTERED AND IN.GOV WITH 4 DIFFERENT NUMBERS AS WELL AND DIFFERENT ADDRESSES AND NAMES AND CONTACTS WHICH I DID TRY TO REACH OUT TO AND NOTHING I WILL ATTACH ALL THAT AS WELL.  \n\n XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL, XXXX----XXXX XXXX, XXXX XXXX (State or Other Jurisdiction of Incorporation or Organization)   XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Florida XXXX (Address of Principal Executive Offices, Including Zip Code) (XXXX) XXXX (Registrants Telephone Number, Including Area Code)    XXXX XXXX \n\n\nTHIS RIGHT HERE HIS JUST ONE OF THE REGISTRATION NUMBERS THEY HAVE NOT TO THE ADDRESS THAT THEY SAY IS CORP OFFICE HEADQUARTES DONT EVEN MATCH UP\n\nXXXX XXXX XXXX XXXX XXXX. is an entity registered at Indiana with company number XXXX. Company is incorporated onXX/XX/XXXX. Current status of the company is Merged. The company's agentis XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, IN, XXXX - XXXX, USA The company's secretaryis XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, IN, XXXX, USA The company's presidentis XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, IN, XXXX, USA\nCompany information\n\nFrom  \n\n\nXXXX XXXX XXXX XXXX XXXX IS THE SERVING AGENT WHOM I WOULD LIKE SERVED AND EVERYONE ELSE SERVED AS WELL THEY ALL LIE \n\nAgent\nName\tXXXX XXXX XXXX\nAddress\tXXXX XXXX XXXX., XXXX, IN, XXXX - XXXX, USA\nSecretary\nName\tXXXX XXXX XXXX\nAddress\tXXXX XXXX XXXX XXXX, XXXX, IN, XXXX, USA\nP\n\nFrom  \n\n\nTHIS IS FROM PAGE 9 TABLE OF CONTENTS REVIEW \n\nThe Company utilizes its Loss Prevention and Recovery Department (the LPR) to perform on-site audits of branch compliance with \nCompany underwriting guidelines. XXXX audits Company branches on a schedule that is variable depending on the size of the branch, length of \ntime a branch has been open, current tenure of the Branch Manager, previous branch audit score and current and historical branch profitability. \nXXXX reports directly to the Accounting and Administrative Management of the Company. The Company believes that an independent review \nand audit of its branches that is not tied to the sales function of the Company is imperative in order to assure the information obtained is \nimpartial.  \n\nTHIS IS FROM PAGE 9 AS WELL CALLED MONITORING AND ENFORCEMENT OF CONTRACTS\n\nThe Companys Management Information Services personnel maintain a number of reports to monitor compliance by customers with their \nobligations under Contracts and direct loans made by the Company. These reports may be accessed on a real-time basis throughout the \nCompany by management personnel, including Branch Managers and staff, at computer terminals located in the main office and each branch \noffice. These reports include delinquency aging reports, customer promises reports, vehicle information reports, purchase reports, dealer \nanalysis reports, static pool reports, and repossession reports.  \nA delinquency report is an aging report that provides basic information regarding each account and indicates accounts that are past due. The \nreport includes information such as the account number, address of the customer, home and work phone numbers of the customer, original term \nof the Contract, number of remaining payments, outstanding balance, due dates, date of last payment, number of days past due, scheduled \npayment amount, amount of last payment, total past due, and special payment arrangements or agreements.  \nAny account that is less than 120 days old is included on the delinquency report on the first day that the Contract is contractually past due. \nOnce an account becomes 30 days past due, repossession proceedings are implemented unless the customer provides the Company with an \nacceptable explanation for the delinquency and displays a willingness and the ability to make the payment, and commits to a plan to return the \naccount to current status. When an account is 60 days past due, the Company ceases recognition of income on the Contract and repossession \nproceedings are initiated. At 120 days delinquent, if the vehicle has not yet been repossessed, the account is written off. Once a vehicle has \nbeen repossessed, the related loan balance no longer appears on the delinquency report. Instead, the vehicle appears on the Companys \nrepossession report and is sold, either at auction or to an automobile dealer.  \n\nWhen an account becomes delinquent, the Company immediately contacts the customer to determine the reason for the delinquency and to \ndetermine if appropriate arrangements for payment can be made. If payment arrangements acceptable to the Company can be made, the \ninformation is entered in its database and is used to generate a Promises Report, which is utilized by the Companys collection staff for \naccount follow up.  \n\nThe Company prepares a repossession report that provides information regarding repossessed vehicles and aids the Company in disposing of \nrepossessed vehicles. In addition to information regarding the customer, this report provides information regarding the date of repossession, \ndate the vehicle was sold, number of days it was held in inventory prior to sale, year, make and model of the vehicle, mileage, payoff amount \non the Contract, XXXX book value, XXXX XXXX value, suggested sale price, location of the vehicle, original dealer and condition of the \nvehicle, as well as notes other information that may be helpful to the Company.  \nThe Company also prepares a dealer analysis report that provides information regarding each dealer from which it purchases Contracts. This \nreport allows the Company to analyze the volume of business done with each dealer and the terms on which it has purchased Contracts from \nsuch dealer.  \n\nThe Companys policy is to aggressively pursue legal remedies to collect deficiencies from customers. Oral requests for payment are made \nbeginning when an account becomes 11 days delinquent. When an account becomes 30 days delinquent and the customer has not made \npayment arrangements acceptable to the Company or has failed to respond to the requests for payment, a repossession request form is prepared \nby the responsible branch office employee for approval by the Branch Manager for the vicinity in which the borrower lives. Once the \nrepossession request has been approved, first by the Branch Manager and second by the applicable District  \n   \n\n\nTHIS STATES HOW ANYONE IN THE COMPANY CAN ACCESS ALL INFORMATION ALTER INFORMATION BASICALLY DO WHATEVER THEY WANT, NOT PRIVACY \n\nComputerized Information System  \nThe Company utilizes integrated computer systems developed by XXXX to assist in responding to customer inquiries and to monitor the \nperformance of its Contract and direct loan portfolio and the performance of individual customers under Contracts. All Company personnel are \nprovided with real-time access to information from a single shared database. The Company has created specialized programs to automate the \ntracking of Contracts and direct loans from inception. The Companys computer network encompasses both its corporate headquarters and its \nbranch office locations. See Monitoring and Enforcement of Contracts above for a summary of the different reports prepared by the \n\n\n\n\nTHIS THEY VIOLADATED AS WELL  FALSE IMPLICATIONS  PAGE 11\n\n Fair Debt Collection Practices Act. The Fair Debt Collection Practices Act (FDCPA) and applicable state law counterparts \nprohibit the Company from contacting customers during certain times and at certain places, from using certain threatening practices \nand from making false implications when attempting to collect a debt.  \n  \n\nNO PRIVACY WITH INTERGRATED DATABASE BUT IT SAYS THEY HAVE TO KEEP OUR STUFF PRIVATE THEY DONT PAGE 11 AS WELL\n\n Fair Debt Collection Practices Act. The Fair Debt Collection Practices Act (FDCPA) and applicable state law counterparts \nprohibit the Company from contacting customers during certain times and at certain places, from using certain threatening practices \nand from making false implications when attempting to collect a debt.  \n  \n\nSTATES THEY MAY NOT INTERFER  PAGE 12\n\nBankruptcy. Federal bankruptcy and related state laws may interfere with or affect the Companys ability to recover collateral or \nenforce a deficiency judgment.  \n\n\nNEXT IS ABOUT HOW EMPLOYESS ARE TO HANDLE THINGS AND WHO HANDLES THEM AND THE PROCDURES AND THE DO AND DONTS  ASLO PAGE 12, 13, 14, 15 ,16.17:::IPAGE 14 STATES THAT AS SOON AS THEY REPOSSES A VEHICLE ITS TOOK TO AUTION RIGHT AWAY\n\n\nThe auction proceeds we receive from the sale of repossessed vehicles and other recoveries are subject to fluctuation due to economic \nand other factors beyond our control.  \nIf we repossess a vehicle securing a Contract, we typically have it transported to an automobile auction for sale. Auction proceeds from the sale \nof repossessed vehicles and other recoveries are usually not sufficient to cover the outstanding balance of the Contract, and the resulting \ndeficiency is charged off. In addition, there is, on average, approximately a 30-day lapse between the time we repossess a vehicle and the time \nit is sold by a dealer or at auction. The proceeds we receive from such sales depend upon various factors, including the supply of, and demand \nfor, used vehicles at the time of sale. Such supply and demand are dependent on many  \n   \nHERE IT STATES WRONGFUL REPOSSETIONS, BANRUPTCY VIOLATOINS AND MORE\n\nWe are subject to risks associated with litigation.  \nAs a consumer finance company, we are subject to various consumer claims and litigation seeking damages and statutory penalties, based \nupon, among other things:  \n   \n   \n   \n   \n   \n   \n   \n   \n   \n12  \n   \n  usury laws;  \n   \n  disclosure inaccuracies;  \n   \n  wrongful repossession;  \n   \n  violations of bankruptcy stay provisions;  \n   \n  certificate of title disputes;  \n   \n  fraud;  \n   \n  breach of contract; and  \n   \n  discriminatory treatment of credit applicants.  \n\n\nSome litigation against us could take the form of class action complaints by consumers. As the assignee of Contracts originated by dealers, we \nmay also be named as a co-defendant in lawsuits filed by consumers principally against dealers. The damages and penalties claimed by \nconsumers in these types of actions can be substantial. The relief requested by the plaintiffs varies but may include requests for compensatory, \nstatutory and punitive damages. We also are periodically subject to other kinds of litigation typically experienced by businesses such as ours, \nincluding employment disputes and breach of contract claims. No assurances can be given that we will not experience material financial losses \nin the future as a result of litigation or other legal proceedings.  \n\nPAGES 17-21 SAYS THE HAVE TO PRACTICE PROPER COLLECTION POLICES WHICH THEY DID NOT::\n  licensing requirements;  \n  requirements for maintenance of proper records;  \n  payment of required fees to certain states;  \n  maximum interest rates that may be charged on loans to finance new and used vehicles;  \n  debt collection practices;  \n  proper disclosure to customers regarding financing terms;  \n  privacy regarding certain customer data;  \n  interest rates on loans to customers;  \n  telephone solicitation of direct loan customers; and  \n  collection of debts from loan customers who have filed bankruptcy.  \n\n\nAGAIN ON PAGE 18  INTERGRATED DATABASE\n\nWe may experience problems with our integrated computer systems or be unable to keep pace with developments in technology.  \nWe use various technologies in our business, including telecommunication, data processing, and integrated computer systems. Technology \nchanges rapidly. Our ability to compete successfully with other financing companies may depend on our ability to efficiently and cost-\neffectively implement technological changes. Moreover, to keep pace with our competitors, we may be required to invest in technological \nchanges that do not necessarily improve our profitability.  \nWe utilize integrated computer systems to respond to customer inquiries and to monitor the performance of our Contract and direct loan \nportfolios and the performance of individual customers under our Contracts and direct loans. Problems with our systems operations could \nadversely impact our ability to monitor our portfolios or collect amounts due under our Contracts and direct loans, which could have a material \nadverse effect on our financial condition and results of operations. \n\n\nOKAY THIS ON PAGE 97 OF THEIR POLICY HANDBOOK CALLED GOVERNING LAW.\n\n16. GOVERNING LAW.  \n(a) The validity, interpretation, construction and performance of this Agreement shall be governed by the internal laws of the State \nof Florida, except that Section 16(b) shall be construed in accordance with the Federal Arbitration Act if arbitration is chosen by the Employee \nas the method of dispute resolution.  \n(b) Any dispute arising out of this Agreement shall, at the Employees election, be determined by either (i) arbitration under the \nrules of the American Arbitration Association then in effect (but subject to any evidentiary standards set forth in this Agreement), in which \nboth parties shall be bound by the arbitration award, or (ii) by litigation. Whether the dispute is to be settled by arbitration or litigation, the \nvenue for the arbitration or litigation shall be Tampa, Florida. The parties consent to personal jurisdiction in each trial court in the selected \nvenue having subject matter jurisdiction notwithstanding their residence or situs, and each party irrevocably consents to service of process in \nthe manner provided hereunder for the giving of notices.  \n\n\n  \n(b) Any dispute arising out of this Agreement shall, at the Employees election, be determined by either (i) arbitration under the \nrules of the American Arbitration Association then in effect (but subject to any evidentiary standards set forth in this Agreement), in which \nboth parties shall be bound by the arbitration award, or (ii) by litigation. Whether the dispute is to be settled by arbitration or litigation, the \nvenue for the arbitration or litigation shall be Tampa, Florida. The parties consent to personal jurisdiction in each trial court in the selected \nvenue having subject matter jurisdiction notwithstanding their residence or situs, and each party irrevocably consents to service of process in \nthe manner provided hereunder for the giving of notices.\n\nTHESE NEXT FEW PAGES 115 10 125 ARE THE AUTOMOBILE DEALER RETAIL AGREEMENT PLANS:::\n\nThe undersigned Dealer proposes to sell to the undersigned XXXX XXXX XXXX. (XXXX), from time to time, Promissory Notes, Security \nAgreements, Retail Installment contracts, Conditional Sales Contracts, or other instruments hereinafter referred to as Contracts, evidencing \ninstallment payment obligations owing Dealer arising from the time sale of motor vehicle(s) and secured by such Contracts. It is understood \nthat XXXX shall have the sole discretion to determine which Contracts it will purchase from Dealer.  \n   \nIndemnity : As a separate and cumulative obligation, Dealer shall defend and hold XXXX harmless from any and all claims, defenses, \noffsets, damages, suits, administrative or other proceedings, cost (including reasonable attorneys fees), expenses, losses, and liabilities. \n(Collectively Claims) arising out of connected with or relating to the Contract or the goods or services sold there under. Timing of \nindemnification is within 7 days of demand by XXXX. \n\nXXXX XXXX XXXX. (hereinafter referred to as XXXX XXXX XXXX. or the Company) requires ethical conduct in the practice of \nfinancial management in all aspects of business activities.  \nThe XXXX XXXX XXXX. Code of Ethical Conduct for Financial Managers applies to all senior officers serving in a financial role. The Chief \nExecutive Officer, Chief Financial Officer and Controller, as well as certain other senior financial officers, hold an elevated role in corporate \ngovernance and are expected to act in accordance with the highest standards of personal and professional integrity, to comply with all \napplicable laws, rules, and regulations, to preserve and protect shareholders interests, and to abide by the XXXX XXXX XXXX. Code of \nBusiness Conduct and Ethics and other policies and procedures adopted by XXXX XXXX XXXX. that govern the conduct of its employees. \nThis Code of Ethical Conduct is intended to supplement the XXXX XXXX XXXX. Code of Business Conduct and Ethics.  \nAs the Chief Executive Officer, Chief Financial Officer, Controller, or other senior financial officer, I certify to you that I adhere to and \nadvocate the following principles governing my professional and ethical conduct in the fulfillment of my responsibilities. I agree to:  \n   \n  a. Comply with the Companys internal policies and procedures; \nb. Act at all times in accordance with the Companys Code of Business Conduct and Ethics which has been provided to me and with \nwhich I will comply; \nc. Engage in and promote honesty, integrity and ethical conduct, including the ethical handling of actual or apparent conflicts of \ninterest between personal and professional relationships; \nd. Provide accurate, complete, objective, timely and understandable financial disclosures in regards to internal reports as well as \nd\ndocuments filed or submitted to the Securities and Exchange Commission, any governmental, private or public regulatory agency, \nor used in public communications; \ne. Comply with applicable federal, state, provincial, and/or local governmental laws, rules and regulations, as well as appropriate \nprivate and public regulatory agencies; \nf. Respect the confidentiality of information acquired in the course of performing my work responsibilities except when authorized or \notherwise legally obligated to disclose such information; \ng. Act in good faith, responsibly, with due care, competence and diligence, without misrepresenting or omitting material facts or \nallowing my independent judgment to be compromised; \n  h. Avoid using confidential information acquired in the course of performing my job responsibilities for personal advantage; \n\n\nTHEY HAVE FIVE PAGES OF DEALERSHIPS THEY GET THERE CARS FROM PAGES ON PAGES ON HOW THEY KEEP FROM PAYING TAXES AND GET EXTRA MONEY THEY ARE CROOKS AND THEY ARE ALL THROUGH ONE MAIN GUY XXXX XXXX XXXX.  \n\nXXXX IS NOT EVEN A REAL BANK THEY GET THEIR MONEY FROM OTHER PLACES\nTHEY STOLE FROM US\n\n\nTHE MAIN STORES COMPANYS WE HAVING ISSUES WITH WILL BE LISTED FIRST ALL THE REST ARE POSSIBLE PLACES WHERE SUPPOSEDLY THEY ARE WHICH ONLINE AND ON SOME OF THEIR WEBSITES THEY ARE LISTED ON ONE OF THE TWO ADDRESSES LISTED FIRST.    ALSO NAMES OF SOME OF THE ASSOCIATES THAT WERE THE MAIN ISSUE ARE LOCATED AT THE XXXX AR LOCATION,  THE ONES TO INDIANA ARE NOT EVEN AT THAT LOCATION I FOUND OUT\n\nXXXX XXXX\nXXXX XXXX XXXX XXXX XXXX AR XXXX\nXXXX\n\nTHE FOLLOWING PEOPLE WHO DID THIS AND HAVE NOT CONTACTED US LIED TO US AND REFUSED TO TALK TO US AND TOLD US","date_sent_to_company":"2017-09-21T19:11:20.000Z","issue":"Struggling to pay your loan","sub_product":"Lease","zip_code":"65616","tags":"Servicemember","has_narrative":true,"complaint_id":"2680977","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Byrider Franchising, LLC","date_received":"2017-09-21T16:54:45.000Z","state":"MO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Lender trying to repossess or disable the vehicle"},"highlight":{"complaint_what_happened":["WELL THAT SAME DAY I <em>TALKED</em> TO THE GM <em>XXXX</em> WHICH TOOK ME 8 TIMES TO GET HIM BECAUSE <em>XXXX</em> I THINK HER NAME WAS OR <em>XXXX</em> KEPT LYING TO ME WHEN I ASKE TO SPEAK TO THE GM SHE <em>SAID</em> SHE WAS AND THAT IS NOT HOW SHE INTRADUCED HERESLF ON THE PHONE WHEN ANSERING PLUS I HAD TALKE D TO HER MANY TIMES BEFORE."]},"sort":[6.891469,"2680977"]},{"_index":"complaint-public-v1","_id":"14369012","_score":5.854345,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"b'Summary of XXXXTestimony\\nXXXX Testimony \\n\\nXXXX XXXX XXXX XXXX  contacted me and offered me to work full/part time online position and earn XXXX. Requirements US citizen or Permanent Resident age XXXX XXXX XXXX XXXX XXXX contacted me and mentioned that I can earn at least XXXX  a month steadily and she even mentioned She said that it is a flexible online remote work working hours are XXXX XXXX XXXX She said that I can get paid from XXXX XXXX XXXX XXXX  She said that XXXX XXXX XXXX XXXX XXXX XXXX where app developers publish their apps on XXXX XXXX XXXXm. The company has XXXX XXXX  that helps apps generate data and traffic. She said that Our job responsibilities: Like apps published by app developers on the XXXX XXXX every day to increase the apps ratings, ranking exposure and purchases, just like we usually do on XXXX XXXX XXXX they need Get more views and likes to attract more followers She also said that I have a great part-time online job to share with you. All you need is a phone or computer to start this job right away, and our hours are XXXX XXXX XXXX XXXX, but you can start anytime during that time. Once you get familiar with the job, it only takes about XXXX XXXX XXXX  minutes per day. Once the job is completed, you will be paid immediately and the money will be withdrawn to your bank account. Daily pay ranges from XXXX XXXX XXXX XXXX  salary is divided into basic salary and commission Basic salary: complete 2 sets of tasks every day -5 consecutive days, you will get a basic salary of XXXX -15 consecutive days, you will get a basic salary of XXXX XXXX consecutive days, you will get a basic salary of XXXX So the monthly salary is XXXX which is a fixed salary Daily commission Complete 2 sets of data calculations every day, and you can withdraw the commission earned on that day First, I can walk you through the process with a training account, and then you can learn more about the company, how we upload data, and how we make money from it so you can understand it better. Do you have an hour or so for training now? And I said Yes I am available now OK. I will send you the XXXX XXXX here is the link, you can take a look. But as a user of the data provider, you need to register a user account with your phone number, okay? Registration is free, but it will not infringe on your privacy XXXX Invitation code:XXXX After registration, send me the invitation code and I will register a training account for you and start training I said Maam i just copied the invitation code that you sent me. Invitation code:XXXX  I am on the dashboard already Maam. She said When you log in to your work account, click the \"Profile\" button in the lower right corner of the page Then find your invitation code at the top of the page and click the \"Copy\" button to copy your invitation code to me XXXX  : Invitation Code XXXX I will apply to register a training account for you now, please wait Done I have registered a training account for you, please log out of your account now and then log in to your training account to start your training plan Username: XXXX XXXX After logging in, please take a screenshot and send it to me, and I will guide you step by step. I said I am logged in using my XXXX  Maam. My XXXX  is on my phone. I just took a XXXX XXXX XXXX XXXX XXXXXXXX Maam Yes, the balance is correct and there is a XXXX  bonus for every new account you sign up. Then I use XXXX as a starter fund for training and after you complete the training you get 20% of the commissions earned from this account There are 2 types on the work platform 1.Normal package: XXXX  commission 2.Combination package: commission is 10 times of the normal package, that is 5%. I said It is saying the balance is insufficient and it is not letting me proceed from XXXX Maam She said Wow! You\\'re so lucky you came across the combo package, thanks to your luck we\\'ll get XXXX XXXX! Here are two application tasks \"Pending\" and \"Submit Now\", this is a combined task phenomenon XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, compared with all \"Completed\" application tasks XXXX XXXX\", the commission is 10 times more, see it? This is a random package containing 1-3 applications. When we get a package application, its data value exceeds my balance, resulting in insufficient balance, so we need to replenish the balance to complete it. But the probability of it appearing is relatively low because its commission is 10 times that of a normal package, so it\\'s a lucky package randomized by the system. Please wait a moment, I need to deposit now because this is the account I registered, I will notify you when the deposit is completed. Done. I deposited the money into the training account. The system updated the account balance. Now go to the record, click Submit Unfinished Tasks, and continue to complete XXXX tasks. Once the submission is completed, all funds will be returned to the entrusted account, and then continue to execute the remaining tasks. Please notify me when XXXXXXXX tasks are completed I have a little surprise for you. Please log out of your training account, log in to your account, and send me a screenshot of your balance. Maam I am not able to log in to my account. You forgot your username? You can try using your phone number Username: Enter your phone number Click the marked location to contact XXXX  to retrieve your username Send me a screenshot  Congratulations! This is the commission you earn for completing tasks on your training account. This is what you deserve  This is the process of optimizing your application and uploading your data. You can now complete XXXX optimization tasks in your account. I am logging into my training account to withdraw money, when you complete a set of tasks please let me know and I will tell you how to withdraw money from your account and unlock the next set of tasks. You did very well! You just earned another XXXX XXXX XXXX XXXX XXXX Now do you understand how to make money from this job task? Although it seems that we are just \"clicking\" a task, we are already paying for it, so it can increase the purchase and exposure of the application, downloads, reviews, etc., and then improve its ranking in the app store. This helps to generate data and traffic, which in turn improves the ranking of XXXX XXXX XXXX, and even increases company stocks, attracting more users to download and use. Do you have XXXX XXXX? Please open your XXXX XXXX and send me a screenshot I will now teach you how to use XXXX XXXX to link your work account This way you can receive your salary and commission through XXXX XXXX Is the money cryptocurrency Maam? Yes This is due to the first time you use the XXXX XXXX XXXX XXXX XXXX So XXXX XXXX needs to conduct real-name authentication with you You only need to fill in the relevant content according to the prompts and complete the real-name authentication Usually within 30 minutes Open XXXX XXXX and send me a screenshot. I will guide you. After completing the withdrawal, just wait patiently for the money to arrive in your XXXX XXXX Due to the slow XXXX XXXX it will take about 10-30 minutes for the money to arrive in your XXXX XXXX After we finish work every day, we need to withdraw all the balance in our work account. Otherwise, the system will think that the account is operated by AI. This is prohibited by the company When the money arrives in your XXXX XXXX, you notify me and I will teach you how to convert XXXX XXXXnto cash and deposit it into your bank account You have successfully been trained and earned commissions You can reset the task today, continue to complete 2 sets of XXXX XXXX, and earn another commission And when you complete the 2 sets of XXXX XXXX after the reset task, you will become a formal employee of the company. If you keep working every day, you can receive a salary of XXXX XXXX XXXX XXXX XXXX Do you want to reset the mission now? Now I will teach you how to reset the task. Resetting the task is very simple. The only requirement is that you need to have at least XXXX XXXX in your work account Its actually very simple, you just need to buy XXXX worth of XXXX XXXX XXXX XXXX and send it to your work account, so that the XXXX will be automatically converted into XXXX  After completing 2 sets of XXXX you can get XXXX and withdraw it to your XXXX XXXX Add money Enter XXXX  Open your work account and contact XXXX to get today\\'s XXXX address XXXX Paste the address given to you by XXXX into To Click the arrow to confirm. Then click Next Send me a screenshot Continue taking screenshots Send this successful delivery certificate to XXXX  for review Yes, awaiting review XXXX This is your XXXX XXXX XXXX XXXX, send it to XXXX and you can start your XXXX XXXX XXXX  mission Since I am your referral, your reset code will be sent to my email in the first week, and then I will forward it to you. After 1 week, you can apply to have the reset code sent to your XXXX  This also helps to establish a closer connection between the referrer and the new employee, enabling timely resolution of any questions Now you can go and do your first set of XXXX. Let me know when you are done. Refresh XXXX  This is your second set of reset codes. Tell me when you are done and I will guide you to withdraw your funds Wait patiently for the funds to arrive in your XXXX XXXX Let me know when your funds arrive By the way, we have a discussion group where we often discuss and share details about this work. Now I would like to invite you to join so that when I dont reply to your message in time, you can directly ask for help in the discussion group XXXXXXXX This is the link to our group. Click on it to enter our group Once you are in the group, I will introduce you to them. I believe they can help you when you need it Today is your first day of registration. For 5 consecutive days, you will receive XXXX XXXX. The commission earned today is not much, but in the coming work I will show you ways to earn more You have been successfully employed by the company and I hope you will appreciate the job. Yes Maam , I appreciate the job  Because it\\'s a job where you can make XXXX a month. I was a XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was in debt from the epidemic until I got this job and I paid off my debt and improved my life and my XXXX XXXX. Tomorrow I will teach you how to get more commissions and teach you the other rules of the platform Wow Maam i am a XXXX XXXX XXXX. I have an XXXX XXXX now Maam. Am looking forward to make XXXX  a month with this job Maam. Yes this job is to improve the quality of our lives and our XXXX XXXX Maam. Yes Maam. I am so excited. You are heaven sent Maam  I know the difficulties of being a XXXX XXXX I will definitely help you make more money Hi Maam I can start work now Maam Thank you very much  We\\'ve been talking about work, so let me formally introduce myself  My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX platform is a data promotion platform that cooperates with XXXX  companies strategically. We help XXXX improve data, increase XXXX popularity and exposure, attract more users to download, and we earn commissions and wages In the Internet era, traffic is the highest value. Many companies choose to increase exposure through advertising and obtain huge amounts of data traffic. Application promotion is a new way to obtain traffic. Application promotion can increase a company\\'s exposure, ratings, and purchases, which is very important for the company and can even drive up the company\\'s stock price. This is why our commission comes from cooperation with application companies We do the same thing, helping application developers promote their software so that more people can use it or even buy it. In fact, this is the same purpose as us earning advertising fees So we\\'re really relying on traffic to earn commissions You used XXXX  to reset your job, and today you deposited XXXX The more funds we have in our account, the more commissions we earn. If you encounter a combination package, you will get 10 times the commission So both funds and combined packages will allow us to earn more commissions Yes, it requires some luck, the combination packages appear randomly and we cannot predict them Dear, you have been signed in for five consecutive days can get XXXX  basic salary, you can immediately withdraw the earned salary, or you can leave the salary in the work account to continue to earn commissions! Since your debit card is limited, I suggest you use XXXX wire transfer Open your XXXX XXXX and I will guide you through it We can try the XXXX XXXX Using XXXX XXXX XXXX  I don\\'t think this will work, let\\'s try a wire transfer and it will be done tomorrow Still not working Let\\'s choose wire transfer, it will save us a lot of time Open your XXXX account Open your online banking app Follow the information from XXXX  to complete the wire transfer correctly Many banks in the United States are not very friendly to XXXX Because it can affect the bank\\'s interests. So banks don\\'t like it when people buy it. Banks usually ask you why you want to buy cryptocurrency. You tell the bank that you are a trader of some XXXX and that you have been following the market lately. You want to invest some XXXX  in your XXXX XXXX XXXX XXXX XXXX allows people to buy and hold BTC. banks just don\\'t like it Tell them you want to buy bitcoins and it will be done for you as soon as possible. That\\'s my experience Share it with you Dear, don\\'t worry, XXXX  is safe. You just need to tell the bank that you need to buy XXXX  for investment. I don\\'t recommend you to tell the bank that you are for work. If you say it is for work, it will be difficult for us to pass it smoothly. You just need to tell the bank that you are a cryptocurrency investor and you just use it to buy Bitcoin. If the bank asks you who recommended you to use this XXXX, you need to say that you saw it on XXXX You have also carefully studied this exchange. It is a formal exchange Tell them you want to buy bitcoins and it will be done for you as soon as possible. That\\'s my experience Share it with you Tell them you want to buy bitcoins and it will be done for you as soon as possible. That\\'s my experience Share it with you Open your online banking app XXXX XXXX for the bank to deduct the money The bank will call you to confirm You only need to answer to buy BTC It\\'s okay, we can apply for reimbursement of the handling fee OMG, you will get a big commission Have you read the platform\\'s announcement The maximum number of encounters per person is XXXX. This is really rare. I think it\\'s a sales tactic of the merchants Each person will encounter a maximum of XXXX . That\\'s the limit Open the task and give me a screenshot After completing the last package, you can withdraw approximately XXXX Yes, it will cost about XXXX Yes, this is our last package, once it is completed we can withdraw all funds You will receive a large commission XXXX let me know when you are ready and I will guide you through the wire transfer Because you still have 5 orders to complete, your account funds will continue to allow you to make some money. When you complete all the tasks, you can withdraw about XXXX This is our last package. The system clearly stipulates that we have the opportunity to encounter XXXX packages every day. Completing this package means the end I want you to assure me that our work is legal. I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX. I will not do anything illegal No, this is our last combo package, we won\\'t be seeing the next one We can wire to XXXX account This is our third combined package. The system clearly stipulates that we can only encounter 3 at most. I have also encountered 3 combined packages Maam they will charge me a penalty Maam for getting the CD prematurely Maam it should have matured this XXXXt Maam Maam there is a penalty of XXXX cents Maam It might take to 1 Bussiness day Maam How much should i wire Maam?  Approximately XXXX Maam i spent XXXX XXXX on the wire transfer from XXXX to bank of america  at their office Maam plus XXXX XXXX Maam today then I spent another XXXX XXXX for the wire from bofa to XXXX XXXX Maam  Hope and pray we get our commisions today Maam  You can get the joy of commission immediately  Maam another combo What? How is this possible? You will never come across a combo pack again. I need to confirm. You encountered three combo packages. This is the fourth one, right? Please wait a moment. Let me check our chat history. I checked and found that you encountered one combination package in the first set of optimization tasks and three combination packages in the second set of optimization tasks, so the two sets together have four combination packages. You need to contact XXXX now and tell XXXX that you have encountered three combination packages. Why is there a fourth combination package? This is a system error. Please check it out. I need to go to a group for help now. I have never encountered such a problem before. Maybe a group can help us. Yes, we all misunderstood. What we are facing now is the last combination package in the true sense. Dear, the platform cannot provide loans. We can only solve the funding problem by ourselves.  Dear, if you have enough funds, I think it is very worthwhile to be happy because you will once again receive XXXX XXXXommission income, which is very considerable. Because buying cryptocurrency requires some fees, you need XXXX  Because you got another combination package, you got another XXXX XXXX  commission bonus. Dear, I can help you solve your work problems, but I really don\\'t know any better suggestions for you on the financial issues. You can earn XXXX commission income from this package After you finish you can withdraw XXXX The equivalent value of XXXX XXXX  is the same as that of USD, which is XXXX XXXX Dear, if you apply for a loan, you can\\'t say you\\'re using it for work. You can probably say you need to buy a big item or do some home improvements. Buying a big-ticket item or making home improvements You can try to get a loan for your mothers house renovation Dear, this is just an excuse. When your loan is successfully completed, you can withdraw all the funds and get a very considerable commission income. But after you withdraw all the funds, you can immediately return the loan funds. Dear, this is something you can only explain based on your personal situation. I can\\'t give you any better advice. Can i say it because of XXXX Maam? Or they will not accept it Maam? Dear, you must not say that. The bank will never agree to that. I think it is safer to apply for a personal loan I think it is safer to apply for a personal loan When you\\'re done, you can return it immediately. You can try it here first. If it doesn\\'t work, then we can only try to apply for a loan with XXXX XXXX Will your mother lend you money? You can wait for the result. If the application is not approved, we may have to borrow money from your mother. Dear, please dont rush, we are waiting for the result of your loan application first When you are familiar with this job, you can become a referral like me, you can invite your friends or family to join this job, you can earn more commission Dear, since we are part-time employees, the work we receive is all after-tax wages and no tax is required. You don\\'t need to file a tax return because your salary and commission are after-tax. God is with us Amen  Our work is real and legal. You can directly tell your mother how we work. Your account can only be used by you. The company will not admit that anyone other than you uses your account to work. You can tell your mother that when you become a referral, you will invite them to join this job Everyone has no knowledge of areas that they have not covered. We can understand this, which will only add some difficulties to us, but I believe that we will complete it well I suggest you apply for a short-term loan from the bank I understand. I have XXXX in my account. I can lend it to you first, but you have to promise me that you will pay me back immediately after you finish the work Yes, the combination package is determined by the funds in our account. The more funds we have, the more negative balances we will encounter in the combination packages It may take us longer to raise funds, but when we are done, the commission we will get is huge We need to try. If the bank cannot approve the loan, then we need to think of other ways This is normal because your mother has never been involved in this industry and what we are working on now is also a new industry. Many people dont understand it and many people will think it is a scam. XXXX  from the team agreed to lend us XXXX, and I promised to return it to him as soon as I finished it My brother agreed to lend us XXXX, but he will give it to me by the XXXX, so we can finish the work tomorrow If your funds arrive tomorrow, we can complete the wire transfer first, and I will also deposit my money into your account, which will keep your account active. We can continue to apply for a one-day extension. On the XXXX, my brother will give me the money, and I can make up the negative balance, and we can complete all the work Dear, don\\'t worry, we will get all the money back after we finish the work. I want you to promise that this is our last package. I will guide you to withdraw the money after it is completed. XXXX XXXX XXXX XXXX XXXX Money is very important to me. I can\\'t joke with my money. Please believe me, just like I believe that you will return the money to me after the work is completed. We will succeed soon. I will have my funds ready at XXXX XXXX Dear, don\\'t worry, we will finish the work soon and get all the money back, we can all earn commissions, I will always guide you to earn more commissions, we will slowly improve our lives in the future, believe me About XXXX  What is third-party top-up? Now you contact XXXX and tell them that this is the first time we\\'ve done this and please don\\'t freeze the account, because if you do, we\\'ll lose everything, and we\\'ll still have a chance to verify the XXXX I\\'ve never lent money to anyone, so I don\\'t know anything about XXXX XXXX XXXX and I\\'m sorry my ignorance has cost you money  I\\'m praying to God not to freeze our account  I don\\'t know. I\\'m also very nervous. I\\'ve never helped anyone before. You\\'re the XXXX XXXX I\\'ve helped.  Open your work account and send me a screenshot. I will guide you to find it. God bless the platform did not freeze your account But we are facing a big problem: we need to verify our XXXX XXXX XXXX XXXX XXXX verification is required, which is XXXX XXXX  No dear, all my funds have been used to help you. We have no more funds.  All my funds are in your account, and some of them are borrowed by me, not mine.  Dear, we all need to get our money back, but we violated the platform terms and conditions and we need to complete the XXXX verification plan before we can withdraw the money That\\'s why we need to complete the XXXX XXXX and withdraw the money as soon as possible. XXXX has contacted me to pay back the money. If I don\\'t pay him back within 2 days, I need to pay him interest I have no more money to help you. You need to find a way to complete the work and verify the funds. Once we complete the withdrawal, we can return everyone\\'s money DearXXXX XXXX XXXX XXXX XXXX XXXX XXXX. The money I lent you was also borrowed from others. Like you, I am also an employee of this company. We can only get our money back after completing the XXXX XXXX according to the company\\'s requirements I want our money back too, you have my money in your account Dear, because many criminals imitate our company and I have been cheated before, so for the safety of our funds, the company does not allow us to cooperate with other companies. This is also why the company does not allow us to do other similar work. I have worked in this company for more than a year and have never seen anyone lose a XXXX in this company. Your funds are safe in your account, and my money is also in your account. If I don\\'t trust the company, I won\\'t use so much money to help you. We have to find a way to complete the XXXX XXXX as soon as possible and get the funds backXXXX XXXX  and my brother have asked me to pay back the money Dear, we can end this job as long as we complete the XXXX XXXX. I am also trying to find a way to pay back XXXX  and my brother, because if I don\\'t pay them back, I need to pay the interest Dear, we cannot withdraw money before the XXXX XXXX XXXXs completed. I also urgently need to pay back my money to others. I know you are under a lot of pressure. I haven\\'t mentioned these things yet, but others have already asked me to pay back the money I\\'m also under a lot of pressure right now. XXXX called me today and asked me about money. Dear, I am sad to hear this news, but I am an employee of this company just like you, we didnt complete the work, we cant withdraw the money Dear, I am the same as you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  is in your account, I also want to get my money back, we did not complete the work, we can not withdraw the money I hope you can find a way to finish the job and pay me back XXXX  XXXX XXXX  Your account was detected as a XXXXXXXX XXXX and your withdrawal request was denied. Please cooperate with XXXX  to investigate the source of the third party funds. Hello. The platform doesn\\'t allow XXXX XXXX. You\\'re violating the platform\\'s anti-money laundering regulations. Hello, the system has detected that you have XXXX XXXX from a third party recharge Please cooperate with XXXX in investigating the origin of the funds Hello, please provide your ID card ID and recharge address and your recommenders ID card ID and recharge address. You also need your recharge address and your recommenders ID and recharge address Hello, your account by the system audit, your account violates the provisions of the platform, anti-money laundering law, suspected of money laundering, the need for your account to carry out XXXX XXXX  Eliminate security risks. Hello, after checking, there is XXXX in your account. You need to complete the XXXX XXXX before you can withdraw the funds. The verification amount is 20% of your account funds, that is, XXXX. The platform will not charge any fees. You can withdraw the full amount after completing the XXXX XXXX Hello The platform does not allow any third-party recharge Given that you are a new member of the platform before allowing you to verify your XXXX XXXXe This is already the biggest help to you Hello, after checking, there is XXXX in your account. You need to complete the XXXX XXXX before you can withdraw the funds. The verification amount is 20% of your account funds, that is, XXXX The platform will not charge any fees. You can withdraw the full amount after completing the XXXX XXXX. Hello, it cannot be deducted from the account balance. You need to recharge your account with XXXX XXXX. After completing the XXXX XXXX, you can withdraw the funds in the account in full. You need to recharge XXXX XXXX into your account. After completing the XXXX XXXX you can withdraw the full amount of funds in your account. You need to recharge XXXX XXXX into your account. After completing the XXXX XXXX, you can withdraw the full amount of funds in your account. You only need to top up XXXX XXXX to your account. After completing the XXXX XXXX, you can withdraw the full amount of funds in your account. Please complete the XXXX XXXX as soon as possible. After completing the XXXXXXXX XXXX you can withdraw XXXX Hello, according to company regulations, you have now officially joined this job. Our company automatically identifies your mobile phone number through XXXX XXXX so you can no longer participate in other online app promotion work to prevent the leakage of company operation information. After all, there are a large number of app promotion companies in the world, and the operation methods and business competition are very fierce. If you participate in other online work, the company platform will automatically identify it, which means that your work account will be automatically blocked by the company platform. XXXX, you can only work in our company XXXX please complete the XXXX XXXX as soon as possible XXXX you can withdraw XXXX after completing the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the company does not have telephone service at the moment. Yes, because the company signed a confidentiality agreement, so the company address cannot be used. This is the address of the department manager. XXXX, the company does not have telephone service at the moment. XXXX please complete the XXXX XXXX as soon as possible to withdraw the funds in your account\\n\\n\\nTerms & Conditions\\nTerms & Conditions\\n\\n\\nI. XXXX XXXX XXXX) The minimum reset amount for enhancing XXXX XXXX XXXX XXXX  Once 2 sets of XXXX XXXX have been completed, the user must withdraw all amount and receive the withdrawal amount before the account is requested to reset.\\n1.3) Contact our online service to reset your account after completed XXXX XXXX XXXX XXXX) Full withdrawal can be requested after completing tw of America due to negligence.\\n\\nI already sent XXXX,Florida Atty general IC3 what happened. I have all our text messages. Please kindly help me  . I lost estimated XXXX XXXX XXXX. Time is of essence XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I do not even own a car. \\n\\n\\n\\t1.\\tFailure to Detect or Prevent Fraudulent Activity? The scammers BoA account showed suspicious activity (e.g., large sudden transfers but BoA failed to freeze or investigate it.\\n\\t\\t-\\tIf the account was newly opened, moved large sums quickly, or had prior fraud reports, BoA could be liable for failing to follow anti-money laundering (AML) regulations.\\n\\n\\t2.\\tFailure to Respond to Recovery \\nRequests of XXXX XXXX Promptly? Once XXXX flagged the transaction as fraud, BoA has a duty to act reasonably.\\n\\t\\t-\\tDelayed response, failure to freeze the account, or ignoring the interbank request could make BoA liable for facilitating further losses.\\n\\n\\t3.\\tAiding and Abetting Fraud? Furthermore, the scammer specifically instructed me to open a Bank of America account and stated that XXXX XXXX is not crypto-friendly. This request was highly unusual and only made sense in hindsight.\\n\\nIt strongly suggests that Bank of America had previously been used by this fraud ring to receive and route stolen funds to crypto platforms (such as XXXX XXXX XXXX XXXX XXXX, with fewer restrictions or detection.\\n\\nThis raises serious questions about:\\n\\t\\t-\\tWhether Bank of America conducted adequate due diligence on the recipient account holder XXXX XXXX XXXX XXXX),\\n\\t\\t-\\tWhether the account had a history of fraud reports, and\\n\\t\\t-\\tWhether the bank allowed continued operation despite red flags, which could constitute negligence or aiding and abetting by omission.\\n\\nI request that Bank of America investigate this matter not only as a one-off fraud, but as part of a possible larger scam network, and disclose any history of suspicious activity'","date_sent_to_company":"2025-07-09T18:32:08.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"34683","tags":null,"has_narrative":true,"complaint_id":"14369012","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-06-30T16:40:31.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["You also need your recharge address and your recommenders ID and recharge address Hello, your <em>account</em> by the system audit, your <em>account</em> violates the provisions of the platform, anti-money laundering law, suspected of money laundering, the need for your <em>account</em> to carry out <em>XXXX</em> <em>XXXX</em>  Eliminate <em>security</em> risks. Hello, after checking, there is <em>XXXX</em> in your <em>account</em>. 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