{"took":141,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":2886,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6443496","_score":14.891132,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XX/XX/XXXX - Notified there was a security freeze/fraud on my account when trying to use XXXX XXXX XXXX XXXX  XXXX XXXX \n\n- Phone Call was placed to Equifax at ( XXXX ) XXXX and was told they could not locate my account. They used my social security, name, and Birthday, but were unable to locate my account. I was informed it would be looked into. \n\n\nXX/XX/XXXX - Follow Up phone call to be informed I needed to verify my identity to get a potential fraud or freeze lifted by mailing a Cover Letter, a copy of my Driver 's License, and a copy of my Social Security to XXXX XXXX XXXX XXXX, Georgia XXXX. I was informed it could take a month to receive a response. \n\n\nXX/XX/XXXX - Follow-up Phone Call in regards to not receiving any response from Equifax. I was now directed to fax the same information I had mailed to the address I received on XX/XX/XXXX to Fax Number XXXX I was informed I should receive a response or the issue should be resolved in XXXX Business Days. \n\n\n\nXX/XX/XXXX - A fax was sent with the required information. \n\n\n\nXX/XX/XXXX - A phone call was placed to follow up on the fax in which I had heard no response. They could still not locate my account and I was asked again to mail the exact same information that was previously sent on XX/XX/XXXX and XX/XX/XXXX. \n\n\nXX/XX/XXXX - A letter was received from Equifax stating : 1. I have not applied for Credit.\n\n2. I have not actively used credit in the past 10 years.\n\n3. I do not live in the US/have not been issued a social security number.\n\n- I have a credit card. \n- I have had my credit ran with XXXX issues since at least XXXX when I rented my first apartment. \n- I was born in XXXX served for XXXX  years and XXXX in the XXXX XXXX, so I am a citizen with a Social Security Number. \n\n- A phone call was placed to Equifax to follow up about the letter I was sent. I spoke to a man named XXXX. He tried my Social Security, Driver 's License, Birthdate, Current and Past Addresses, and Credit Card Number to still tell me I did not exist. \n\n- I informed him that I can log on to my XXXX Account without issue and can see my up-to-date Credit Report and Score. \n\n- XXXX informed me that starting XX/XX/XXXX, there would be a XXXX investigation period in which he would look deeper to find and resolve the issue. I was told I would receive communication from Equifax either from himself or another employee by phone call or email. \n\nI have still not received any communication.","date_sent_to_company":"2023-01-17T01:20:00.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"77833","tags":"Servicemember","has_narrative":true,"complaint_id":"6443496","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-01-16T23:13:39.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/XXXX - Follow Up <em>phone</em> call to be informed I needed to verify my identity to get a potential fraud or freeze lifted by mailing a Cover Letter, a copy of my Driver 's License, and a copy of my Social <em>Security</em> to XXXX XXXX XXXX XXXX, Georgia XXXX. I was informed it <em>could</em> take a month to receive a <em>response</em>. \n\n\nXX/XX/XXXX - Follow-up <em>Phone</em> Call in regards to not receiving any <em>response</em> from Equifax."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[14.891132,"6443496"]},{"_index":"complaint-public-v1","_id":"2673422","_score":14.307754,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"After becoming aware of the Equifax Security Breach last week, on X/X/17 I availed myself of their website to check on whether or not my information had been breached. As per their instructions on their website, I completed the online form and received the on screen electronic response that my information \" ... ... may have been impacted ... ... '' and it directed me to enroll in their \" XXXX XXXX '' product. \n\nI subsequently called a contact phone listed on their website provided for victims of this security breach and queried them as to whether or not my information had/had not been breached and pointed out that their website had informed me only that it \" may have been impacted '' and I wanted to know definitively if if had/had not been. They were unable to tell me and took my phone number and said that when they were able to determine whether or not they could make that determination, they would call me back. Not really an answer and it has been days, and I have had no return call. I also informed them that in addition to my own query, I made up a name and last six digits and submitted a separate query with a last name of \" XXXX '' and last six digits of a SSN of \" XXXX '' to which the electronic response was that my \" personal information was not impacted by this incident. '' The appropriate response should have been that there was no record for the information provided, not that it had not been impacted. \n\nThe individual on the Equifax special phone line only referred me back to the website query point and could not/would not answer my question. Furthermore, they could not even provide me a general phone number for Equifax so that I could further pursue it. It appeared to be a contracted third party that provided me nothing more than did the query webpage. Furthermore, it has been since last week and I still have not call back from Equifax. \n\nFor my genuine inquiry, the response is inadequate. Equifax has obviously identified which files were breached and should tell consumers definitely if their information was stolen or not. There is a lot of work individuals must do to protect themselves if their information was breached and if with this kind of ambiguous response, an individual does not know if they need to undertake the arduous and costly task of further protecting themselves. \nIn addition, Equifax should be providing free LIFETIME monitoring, not just a one year program that I will have to pay for beyond that one year period.","date_sent_to_company":"2017-09-14T17:41:21.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"93933","tags":"Older American","has_narrative":true,"complaint_id":"2673422","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-09-14T16:59:28.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem canceling credit monitoring or identify theft protection service"},"highlight":{"complaint_what_happened":["The individual on the Equifax special <em>phone</em> line only referred me back to the website query point and <em>could</em> not/would not answer my question. Furthermore, they <em>could</em> not even provide me a general <em>phone</em> number for Equifax so that I <em>could</em> further pursue it. It appeared to be a contracted third party that provided me nothing more than did the query webpage. Furthermore, it has been since last week and I still have not call back from Equifax. \n\nFor my genuine inquiry, the <em>response</em> is inadequate."]},"sort":[14.307754,"2673422"]},{"_index":"complaint-public-v1","_id":"5905593","_score":14.15661,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Company : VENMO My account was locked in XXXX ( ish ) time frame due to trying log in 3x ( due to could not remember password ). I reported the problem on Venmo website ( XX/XX/2022 ) and per their immediate response ( thru email ), they assigned this case to their special account specialist and there would be someone to contact me via email within 3 weeks On XX/XX/2022, I received email from XXXX XXXX ( support venmo ) that they asked me to post my US ID and a picture of myself holding the ID to their secure link. \n\nOn XX/XX/XXXX, I responded back via email that I'm concerning the safety of posting my pictures on their web link ( even though per claim it's secured ). The concern was due to I have never been asked to do that by other security banks, phone, ect... to verify my identity. Within that email, I've requested for a phone call ( which I supply my phone # on that email ). \n\nOn XX/XX/XXXX, I received response from XXXX which say understanding of my concerns but they have not provided other secure way to verify my ID. They stick to post my ID to their web link. \n\nOn XX/XX/XXXX ( due to my unavailable schedule to check email, that's why I didn't check email often ), I called their customer service and start complain but this phone call could not connect to Account specialist ( based on their input, Account specialist won't have a direct phone call with customer but only via email ). After the phone call, I responded to XXXXXXXX XXXX email ( from XX/XX/XXXX ). I was very upset as nothing being done. In that email, I even propose to do video phone call to show my ID online face to face. \nOn the same date ( after my phone call ) at XXXX PDT, I also received email from XXXX XXXX said that there was a one-time code sent to \" ... someone else email '. This had prompt my response to why they send the code to someone else email. \n\nOn XX/XX/XXXX at XXXX XXXX, I received email from XXXX which stating their concern about privacy and security but then again keep asking me to post my ID to their web. \n\nI responded back that what they said about their security is just their saying. There is no proof about that. I've requested again to do either video phone or I can go to their local office which I saw on their web page to do face to face for verification ( I asked for the correct local address ). \n\nThere is no response since then. \n\nI'm very concern about their lack of privacy and security and the way they handle business.","date_sent_to_company":"2022-08-22T18:56:45.000Z","issue":"Other service problem","sub_product":"Virtual currency","zip_code":"90703","tags":null,"has_narrative":true,"complaint_id":"5905593","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2022-08-22T18:14:46.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["There is no <em>response</em> since then. \n\nI'm very concern about their lack of privacy and <em>security</em> and the way they handle business."]},"sort":[14.15661,"5905593"]},{"_index":"complaint-public-v1","_id":"15686541","_score":14.010127,"_source":{"product":"Checking or savings account","complaint_what_happened":"Date of Incident : XX/XX/year>, XXXX XXXX  ( XXXX XXXX ) Company : Bank of America Phone Number Involved : XXXX Complaint Regarding Unauthorized Request for Full SSN I am writing to formally report an incident that occurred on XX/XX/year>, at XXXX XXXX  XXXX XXXX. \n\nDuring a phone call from the above number, a representative requested my full Social Security Number ( SSN ) under the pretext of account security. I refused to provide my full SSN, as I understand that Bank of America never requests the complete SSN over the phone. \n\nThe representative stated that if I did not provide the full SSN, my credit card could not be unblocked. I refused to comply with this request. The call was recorded, and I request that this recording be reviewed as evidence of the incident. \n\nI am deeply concerned that such practices may be intentionally used to block clients in order to extract critically sensitive information. This is unacceptable and poses a significant risk of identity theft. \n\nAttached Evidence : I am attaching the response from XXXX, which explicitly confirms that the bank will never contact customers via phone, email, or text to request personal or financial information such as full SSN : You will not receive any other response besides this automated email. As a reminder, the bank will never contact you via phone, email or text to ask for personal or financial information such as your account number, PIN, Social Security Number, or Tax ID. \n\nThis confirms that the request I received was in violation of Bank of Americas official policy. \n\nThank you for your attention to this serious matter.","date_sent_to_company":"2025-09-04T00:18:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"07307","tags":null,"has_narrative":true,"complaint_id":"15686541","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-09-03T23:29:19.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Attached Evidence : I am attaching the <em>response</em> from XXXX, which explicitly confirms that the bank will never contact customers via <em>phone</em>, email, or text to request personal or financial information such as full SSN : You will not receive any other <em>response</em> besides this automated email. As a reminder, the bank will never contact you via <em>phone</em>, email or text to ask for personal or financial information such as your account number, PIN, Social <em>Security</em> Number, or Tax ID."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[14.010127,"15686541"]},{"_index":"complaint-public-v1","_id":"4276410","_score":13.993969,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"My visa cash app card was charged 3 times today XX/XX/2021. {$210.00}, {$220.00}, and {$58.00}. My phone alerted me of the charges. They were at XXXX in XXXX, MA. I called XXXX security and they reviewed their footage and could see where the transactions were made, but there is nothing they can do. I reside in XXXX, TX. I reported to cash app as well and no response.","date_sent_to_company":"2021-04-06T23:13:40.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75771","tags":"Servicemember","has_narrative":true,"complaint_id":"4276410","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2021-04-06T22:54:12.000Z","state":"TX","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["My <em>phone</em> alerted me of the charges. They were at XXXX in XXXX, MA. I called XXXX <em>security</em> and they reviewed their footage and <em>could</em> see where the transactions were made, but there is nothing they can do. I reside in XXXX, TX. I reported to cash app as well and no <em>response</em>."]},"sort":[13.993969,"4276410"]},{"_index":"complaint-public-v1","_id":"2924677","_score":13.949654,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear Sir, Citizens Bank Did not answer my previous Grievance related to US Department of Home Land Security/Law Firm Check Deposits and Check Clearance Records, which are are missing in my bank records and statements. Also, they printed my contact details of phone number wrongly in the response. Also, they added wrong title before my last name in the interim response of Citizens Bank. All my salaries getting deposited to my individual check-in account at Citizens Bank, which are associated to my name, social, name, address and various identification details. Still, Citizens Bank mentioning the title of last name, phone details and various details wrongly in the consumer finance bureau complaint 's response. Citizens Bank intentionally causing troubles to customers and committing fraudulent activities. Citizens Bank mentioned in the response that they would deduct money from my account if account number and routing number given to them by anybody and also there is no value and verification of Authorized checks. Whats the point in giving Authorized Checks and does not give the accurate details of checks to customer if citizens bank does not verify the checks, signatures, various authorized details. Lawfirm confirmed that they correctly deposited the checks XXXX/XXXX in the Bank and Department of Homeland security correctly deposited the checks.Citizens Bank holds the complete legal accountability and responsibility for tampering the check images and numbers in the account statements, manipulating my individual account transactions and various fraudulent activities related to my individual check-in account. Could you kindly direct citizens bank to issue the official letter with corrections of my title, phone number, check clearance records are missing in the Bank Statements, legal terms and conditions for check clearance without even verifying my signatures of my checks and various identification details. Also, I need official letter to proceed with federal officers and Department of Homeland Security. I need to contact Federal Law Enforcement with official complaint by attaching my original checks and immigration procedures and concerned documents. Could you kindly direct citizens bank to response to my complaint in 5 to 7 days. Citizens Bank holds the complete legal accountability and responsibility at Immigration Fraud department if someone claims these checks and gain any immigration benefit using my identification.","date_sent_to_company":"2018-06-01T23:26:50.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48335","tags":null,"has_narrative":true,"complaint_id":"2924677","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2018-06-01T22:03:28.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["Dear Sir, Citizens Bank Did not answer my previous Grievance related to US Department of Home Land <em>Security</em>/Law Firm Check Deposits and Check Clearance Records, which are are missing in my bank records and statements. Also, they printed my contact details of <em>phone</em> number wrongly in the <em>response</em>. Also, they added wrong title before my last name in the interim <em>response</em> of Citizens Bank."]},"sort":[13.949654,"2924677"]},{"_index":"complaint-public-v1","_id":"3535462","_score":13.931349,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Around XX/XX/XXXX, I was not able to use my Barclay credit card and was not able to access my account online, it has been frozen from use. I contacted Barclays bank and was sent to the security department. I was informed my account was red-flagged to verify identity. They requested I mail or fax in multiple documents including ID, Social Security Card and Bank/Utility statement to verify my identity. No electronic upload was available and I was told it would take about 2 weeks to receive and verify, even through fax. \n\nI faxed in immediately a copy of my US Passport, Drivers License, Social Security card and XXXX XXXX  statement on XX/XX/XXXX. I refaxed documentation on XX/XX/XXXX as advised by the Security Department to make sure it was received and was informed by a Supervisor that there is no method to communicate between the Security Department and the department receiving the documents and verifying the documents and had no choice but to wait. On XX/XX/XXXX I called the Security department and was advised they were missing a copy of the backside of my Social Security card. I sent a copy of the backside of the Social Security card, twice. I was never originally informed they needed a copy of the back of my social security card. After so much frustration and delays, I sent an e-mail to XXXX XXXX, Assistant Vice President / Sr. Manager, Customer Experience and XXXX XXXX, Chief Executive Officer, cards and payments, on XX/XX/XXXX. On XX/XX/XXXX I received a phone call from XXXX XXXX, a Customer Advocate from the office of the Pr esident ( See multiple e-mails attached ).\n\nAfter speaking with XXXX XXXX on XX/XX/XXXX by phone, she transferred me to the Security department and said they would handle it. I was told by the security department that it was still in process and nothing they could do. I follow up by phone on XX/XX/XXXX with the Security Department and was informed they could not give me any more information and I could only speak with the Office of the President and only that office could now unfreeze my account. Since XX/XX/XXXX through XX/XX/XXXX, I have left 6 voicemails with XXXX XXXX and the Office of the President Advocacy and 5 e-mails with no responses. For 6 weeks now my two Barclay bank cars are frozen from use, payments or access online and I can not get a response from the Office of the President to find out the status or release the account. Barclays has stolen my money.\n\nI had an outstanding dispute based on fraud and Barclays has dismissed this and now that my account is frozen I can not request a further investigation and Barclay has not properly handled the fraudulent transaction ( Barclay Arrival card ) with XXXX for {$1900.00} on XX/XX/XXXX for which I filed a complaint with Barclay credit card fraud department. In XX/XX/XXXX Barclays came back and said they would not protect me from the fraudulent charge and I would be responsible to contact the merchant.\n\nThis is both an access and fraud dispute. I argue Barclays has let a fraudulent charge occur and I am frozen out of my account and therefor It is not my account and I should not be liable for the fraud. I am locked out of both my Barclay Arrival and Aviator cards.","date_sent_to_company":"2020-02-18T07:06:55.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"77043","tags":null,"has_narrative":true,"complaint_id":"3535462","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2020-02-18T06:09:02.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I follow up by <em>phone</em> on XX/XX/XXXX with the <em>Security</em> Department and was informed they <em>could</em> not give me any more information and I <em>could</em> only speak with the Office of the President and only that office <em>could</em> now unfreeze my account. Since XX/XX/XXXX through XX/XX/XXXX, I have left 6 voicemails with XXXX XXXX and the Office of the President Advocacy and 5 e-mails with no <em>responses</em>."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.931349,"3535462"]},{"_index":"complaint-public-v1","_id":"11233742","_score":13.9286785,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"After failure to be able to lift our security freeze by phone or online, Equifax e-mailed us that the problem was solved. All we had to do was login on line and lift the freeze. We tried this and the website advised us that we could not lift the freeze online and had to phone them. We e-mailed Equifax and advised that our online account was not functioning to enable us to lift the freeze. We advised Equifax that after our first experience WE WOULD NEVER PHONE THEM AGAIN but that we would talk to a knowledgeable and helpful representative if they wished to phone us to solve the problem. We gave them our phone number. Equifax replied that \" due to the information we provided '' they would not be able to set up an online account. Note that we do have perfectly functioning online accounts at XXXX and XXXX and were able to lift our freezes at each company within 5 minutes. ( Subsquent the above, Equifax bizzarely sent us an e-mail congratulating us on having successfully set up an online account. ) Equifax e-mailed that we would need to complete a \" Security Freeze Request Form. '' We replied that we has already sent a completed form with all the requested documentation by Priority Mail to PO XXXX, XXXX, Georgia,XXXX. We also stated that the Post Office documented that they had received the form today ( XX/XX/XXXX ). We attached a copy of the completed form to the e-mail. In response this Equifax again replied that we needed to mail a completed \" Security Freeze Request Form. '' Obviously our e-mail was read by malfunctioning AI/Auto Response or was received by a person who could not bother to read it before replying or was unable to read. Solution : Equifax needs to lift our credit freeze as directed on the mailed in \" Security Freeze Request Form ''. My understanding is that they are legally obligated to lift the freeze when they have received written instructions and documentation. They also need to set up a functioning online account that we can use in the future like all the other credit bureaus have done. I also believe that Equifax staff training and computer programing needs to be thoroughly investiogated. This is the same firm that made news headlines by leaking a huge number of social security numbers.","date_sent_to_company":"2024-12-20T20:12:02.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"32765","tags":"Older American","has_narrative":true,"complaint_id":"11233742","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-12-20T19:26:17.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In <em>response</em> this Equifax again replied that we needed to mail a completed \" <em>Security</em> Freeze Request Form. '' Obviously our e-mail was read by malfunctioning AI/Auto <em>Response</em> or was received by a person who <em>could</em> not bother to read it before replying or was unable to read. Solution : Equifax needs to lift our credit freeze as directed on the mailed in \" <em>Security</em> Freeze Request Form ''."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[13.9286785,"11233742"]},{"_index":"complaint-public-v1","_id":"4530615","_score":13.665847,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My family tried to purchase a new cell phone plan on XX/XX/XXXX. In XXXX, I had placed a security freeze on my account with Experian due to my personal information being compromised by a data breach when I worked at the XXXX. When I tried to purchase the new cell phone plan, I was informed that Experian would not let it go through due to the security freeze. \n\nSince I could not reach a human, I went online to temporarily remove the security freeze. Allegedly, Experian removed the freeze and provided me with a print out that it had been removed. When I returned to XXXX to continue the process, I learned that Experian had not removed the freeze and my purchase was voided. Again, at the cell phone store, I tried to call Experian several times without success at XXXX ( the number they publish to remove a security freeze. ) I went home to call Experian ; but could NOT reach a human representative. Its recording took me around and around with absolutely no access to a human being. I tried every number linked to Experian online and none would provide access to a person. In response, I again tried to have the freeze removed online and again Experian on line informed me that it had been removed. I returned to XXXX on XX/XX/XXXX to resume the process. Again, I was informed that Experian blocked the intended purchase due to my account being frozen. XXXX attempted to get through to Experian but could not. \n\nAfter multiple times to reach Experian, I tried to have my freeze temporarily removed on line. Experian reportedly did. I have another print out to prove the freeze was supposedly released. I went back to XXXX on XX/XX/XXXX and found the same result : Experian blocked the sale since it still had my account frozen. \n\nAs a result of Experian 's incompetency and the inability to talk in person with a human representative, I lost the proposed plan which included two new cell phones, {$450.00} in credits, a military service discount all totaling over {$1500.00}. \n\nI tried multiple times to resolve this issue which could have been easily remedied if a person was available to address it. However, Experian has made it impossible to reach a human being. They are not serving the American consumer and should be held accountable for the problems and aggravations they are inflicting on consumers for something as simple as purchasing cell phones.","date_sent_to_company":"2021-07-09T06:08:15.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"230XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4530615","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-07-09T04:33:21.000Z","state":"VA","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":["My family tried to purchase a new cell <em>phone</em> plan on XX/XX/XXXX. In XXXX, I had placed a <em>security</em> freeze on my account with Experian due to my personal information being compromised by a data breach when I worked at the XXXX. When I tried to purchase the new cell <em>phone</em> plan, I was informed that Experian would not let it go through due to the <em>security</em> freeze. \n\nSince I <em>could</em> not reach a human, I went online to temporarily remove the <em>security</em> freeze."],"issue":["Problem with fraud alerts or <em>security</em> freezes"],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.665847,"4530615"]},{"_index":"complaint-public-v1","_id":"15374636","_score":13.644968,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX  XXXX I received an email stating that my account with Experian XXXX being \" unfrozen '' temporarily. I went to Experian 's website and was unable to log in because it requires 2-factor authentication and 1 ) the phone number associated with my email address had been changed to a number that was NOT mine, and 2 ) the answers to the security questions had been changed. They were no longer the answers I had chosen. \nI followed the instructions on Experian 's page and called the number for help. I then spent the next hour trying every possible phone number, request, and configuration of responses that I could imagine in order to get SOMEONE to help me. I succeeded in getting the freeze put back on to my account but was told it could easily be removed again, and when I tried to get my phone number changed back, I was unable to do so. I have tried every possible phone number for Experian and every possible phrase and set of buttons in order to get a person on the phone who can help me, and every time I get the AI and it just refuses to find a human and hangs up. Experian 's entire \" customer service '' strategy seems to be to frustrate customers until they stop trying to call. Meanwhile, someone is breaking into my account and stealing my identity. In the time it takes them to read this and get back to us, we could have huge credit problems ( and our credit has always been excellent ) because they aren't doing their jobs. They need to actually provide security ( and part of that is enabling people to CALL and speak to them if their computers don't work! ) or close up shop.","date_sent_to_company":"2025-08-19T17:59:13.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"480XX","tags":null,"has_narrative":true,"complaint_id":"15374636","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-08-19T17:43:02.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I then spent the next hour trying every possible <em>phone</em> number, request, and configuration of <em>responses</em> that I <em>could</em> imagine in order to get SOMEONE to help me. I succeeded in getting the freeze put back on to my account but was told it <em>could</em> easily be removed again, and when I tried to get my <em>phone</em> number changed back, I was unable to do so."],"issue":["Problem with fraud alerts or <em>security</em> freezes"],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.644968,"15374636"]},{"_index":"complaint-public-v1","_id":"2927181","_score":13.6269245,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Citibank put a fraud alert on my card new Citi Bank American Airlines Platinum Advantage Card when I tried to use it. When I called Citibank to verify my purchase and my identity they had no response as to why they had set a fraud alert, and further said that because my phone number had changed, we could only verify my identity if I gave them one of my other bank account numbers. I was hesitant to do so, but they said that was the only way. Together we called my XXXX XXXX in the U.S. to verify my identity using my social security number, bank account number, and address. After my identity was verified by XXXX at XXXX XXXX, Citibank told me that they still would not remove the fraud alert because of my changed phone number. I told them that I could not \" unchange '' my phone number and had complied with their every request in verifying my bank account and social security number. Several managers and a supervisor repeated that although I had verified everything, that my \" phone number had changed '' and said an alternative would be to send a letter from the United States to XXXX XXXX where I am currently located trying to use my card to pay for a flight to the XXXX ( and where I have a XXXX XXXX phone number that Citibank was still refusing to call ). As I told them I was in the midst of trying to book a flight and traveling and could not receive any letter from the U.S, I wanted to immediately cancel the card. They told me I could not cancel my card since I had changed my phone number. They said I could neither use my card nor cancel the card. This is the worst experience I have ever had with a credit card, and one that not only prevented me from purchasing a needed air ticket, but may lead to late charges since they won't allow any access to my account, or even allow me to cancel my account. Let me reiterate that I did nothing wrong in trying to use my credit card -- it was Citibank who put the Fraud Alert on t he card and has no made it impossible for it to be removed although I complied with their every request to call my bank using my bank account, social security number, and address for their false fraud alert. There is no way for me to \" unchange '' my phone number so this problem is unresolved. Also, according to legal ways of verifying identity- a phone number is not one of them. I need immediate assistance please as every phone call with CitiBank has not resolved this issue.","date_sent_to_company":"2018-06-05T13:09:11.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"288XX","tags":null,"has_narrative":true,"complaint_id":"2927181","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-06-05T12:41:41.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["When I called Citibank to verify my purchase and my identity they had no <em>response</em> as to why they had set a fraud alert, and further said that because my <em>phone</em> number had changed, we <em>could</em> only verify my identity if I gave them one of my other bank account numbers. I was hesitant to do so, but they said that was the only way. Together we called my XXXX XXXX in the U.S. to verify my identity using my social <em>security</em> number, bank account number, and address."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.6269245,"2927181"]},{"_index":"complaint-public-v1","_id":"2257083","_score":13.599622,"_source":{"product":"Credit card","complaint_what_happened":"OnXX/XX/2016 I called the number listed on the Synchrony Bank/Sam 's Club Master Card website for a locked out password, Phone # # XXXX. The representative asked for my last XXXX digits of my social security number, my phone number, my cell number, my husbands last XXXX digits of his social security number, my mothers maiden name. All were given correctly. According to the representative that when the XXXX different phone numbers were entered into the system they could not be used to verify my identity, there fore the only assistance that she could give me was to send out a letter via United States Postal Service with a code. When I received that code then I could receive assistance unlocking my account and resetting my password. I then inquired if she could tell my the last transactions on my account. She said she could not due to the fact that I locked myself out of my account and this was to protect the account from fraud. It seems to me that this policy is opening the door for fraud because there was no way for me to verify the transaction. I instructed the rep to close my account. A couple hours later I called the number on the back of my card XXXX. I was identified by my home phone on file that I called in on and the last XXXX digits of my social security number ( the same verifications that I gave above ) I explained the situation to the rep. I told her I would like a list of my last transactions ; She was very helpful and was able to give me a list of my transactions. All the transactions checked out and were mine. I then asked her if my account that I closed out 2 hours be fore could be re-opened ( buyers remorse ). She was not able to. I then inquired about my rewards points and she informed me that the rewards points had been forfeited upon cancellation. She transferred me to her supervisor - XXXX - XXXX to see if he could be of further assistance. He was not able to reopen either and his response was \" you were read your rights and the account is canceled per your request and can not be reopened ''. What I am asking for is that my account be re-opened and that the rewards be reinstated. I am also asking that your process for resetting an online password be re-evaluated. It is greatly flawed and if my card and points are not re-instated has lost you a good customer.","date_sent_to_company":"2016-12-21T03:32:10.000Z","issue":"Closing/Cancelling account","sub_product":null,"zip_code":"30040","tags":null,"has_narrative":true,"complaint_id":"2257083","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2016-12-21T03:32:09.000Z","state":"GA","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":["OnXX/XX/2016 I called the number listed on the Synchrony Bank/Sam 's Club Master Card website for a locked out password, <em>Phone</em> # # XXXX. The representative asked for my last XXXX digits of my social <em>security</em> number, my <em>phone</em> number, my cell number, my husbands last XXXX digits of his social <em>security</em> number, my mothers maiden name. All were given correctly."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.599622,"2257083"]},{"_index":"complaint-public-v1","_id":"2725163","_score":13.535614,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I filed a complaint with your agency and the company, Experian, responded, but did not respond to the issue. After contacting XXXX and Experian to place Security Alerts and Security Freezes on the information they store on me, ( this request was made in response the the XXXX security breech ), Experian lowered my FICO score. There had been no change in my credit history other than my requests to the 2 credit bureaus. When I made my request to Experian, they responded that they would notify the other 2 credit bureaus. In my earlier complaint with your agency, Experian responded that they are unable to determine why my score would change because the algorithm they use is so complex. That is ridiculous. They could easily compare my credit data pre and post their change in the FICO score to determine identify any data that caused the FICO score change. My earlier complaint was not resolved and your agency closed it and indicated it was resolved. You closed it before even determining if it was addressed. You closed it in response to a canned response from the credit bureau. My earlier complaint is # XXXX. \nWhen I contacted your agency about my complaint by phone yesterday, I was told that 99 % of your cases are resolved. That means that the credit bureaus sent a response 99 % of the time. This does not mean that 99 % of the complaints filed with your agency were resolved.","date_sent_to_company":"2017-11-09T16:34:48.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"048XX","tags":null,"has_narrative":true,"complaint_id":"2725163","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2017-11-09T15:37:24.000Z","state":"ME","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":["After contacting XXXX and Experian to place <em>Security</em> Alerts and <em>Security</em> Freezes on the information they store on me, ( this request was made in <em>response</em> the the XXXX <em>security</em> breech ), Experian lowered my FICO score. There had been no change in my credit history other than my requests to the 2 credit bureaus. When I made my request to Experian, they responded that they would notify the other 2 credit bureaus."],"issue":["Problem with fraud alerts or <em>security</em> freezes"],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.535614,"2725163"]},{"_index":"complaint-public-v1","_id":"2768820","_score":13.535387,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I first tried to obtail my free annual credit report online at XXXX. I answered every question that was asked including giving my Social Security number. The online response was that they could not identify me and gave me a phone number to call XXXX. \n\nI called the number and answered all the questions asked including my Social Security number. in late XXXX I received a letter informing me that they were unable to honor my request for a free annual credit report because I had not provided sufficient information for them to verify my identity. \n\nI followed the save procedure for XXXX and they were able to send my free annual credit report.","date_sent_to_company":"2018-01-01T14:40:15.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"77088","tags":"Servicemember","has_narrative":true,"complaint_id":"2768820","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2018-01-01T14:40:13.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem getting your free annual credit report"},"highlight":{"complaint_what_happened":["I answered every question that was asked including giving my Social <em>Security</em> number. The online <em>response</em> was that they <em>could</em> not identify me and gave me a <em>phone</em> number to call XXXX. \n\nI called the number and answered all the questions asked including my Social <em>Security</em> number. in late XXXX I received a letter informing me that they were unable to honor my request for a free annual credit report because I had not provided sufficient information for them to verify my identity."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.535387,"2768820"]},{"_index":"complaint-public-v1","_id":"2768814","_score":13.5133915,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I first tried to obtail my free annual credit report online at XXXX. I answered every question that was asked including giving my Social Security number. The online response was that they could not identify me and gave me a phone number to call XXXX. \n\nI called the number and answered all the questions asked including my Social Security number. in late XXXX I received a letter informing me that they were unable to honor my request for a free annual credit report because I had not provided sufficient information for them to verify my identity. \n\nI followed the save procedure for XXXX and they were able to send my free annual credit report.","date_sent_to_company":"2018-01-01T14:40:10.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"77088","tags":"Servicemember","has_narrative":true,"complaint_id":"2768814","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-01-01T14:09:46.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem getting your free annual credit report"},"highlight":{"complaint_what_happened":["I answered every question that was asked including giving my Social <em>Security</em> number. The online <em>response</em> was that they <em>could</em> not identify me and gave me a <em>phone</em> number to call XXXX. \n\nI called the number and answered all the questions asked including my Social <em>Security</em> number. in late XXXX I received a letter informing me that they were unable to honor my request for a free annual credit report because I had not provided sufficient information for them to verify my identity."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.5133915,"2768814"]},{"_index":"complaint-public-v1","_id":"4440022","_score":13.501766,"_source":{"product":"Debt collection","complaint_what_happened":"In XX/XX/XXXX I received a letter from XXXX XXXX with XXXX XXXX stating they were the current creditor for a debt that was not owed by myself. I sent out a letter requesting verification and proof of the debt immediately and received no response from the company. My letter was sent certified and I have proof it was delivered. XX/XX/XXXX I received a voicemail stating it was about a judgement being put against me. I called back and they stated they were taking me to court and going to add the judgement to my credit report. The person on the phone said they have a photo ID tied to this, not sure how that is even possible, and read my FULL social security number to me over the phone. I told them they could send whatever paperwork they need to me as I will be disputing it as I had when I initially received the paperwork and did not get a response.","date_sent_to_company":"2021-06-08T07:39:00.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Credit card debt","zip_code":"622XX","tags":null,"has_narrative":true,"complaint_id":"4440022","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-06-08T03:38:53.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Threatened to sue you for very old debt"},"highlight":{"complaint_what_happened":["The person on the <em>phone</em> said they have a photo ID tied to this, not sure how that is even possible, and read my FULL social <em>security</em> number to me over the <em>phone</em>. I told them they <em>could</em> send whatever paperwork they need to me as I will be disputing it as I had when I initially received the paperwork and did not get a <em>response</em>."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.501766,"4440022"]},{"_index":"complaint-public-v1","_id":"4440019","_score":13.473469,"_source":{"product":"Debt collection","complaint_what_happened":"In XX/XX/XXXX I received a letter from XXXX XXXX with Usi Solutions stating they were the current creditor for a debt that was not owed by myself. I sent out a letter requesting verification and proof of the debt immediately and received no response from the company. My letter was sent certified and I have proof it was delivered. XX/XX/XXXX I received a voicemail stating it was about a judgement being put against me. I called back and they stated they were taking me to court and going to add the judgement to my credit report. The person on the phone said they have a photo ID tied to this, not sure how that is even possible, and read my FULL social security number to me over the phone. I told them they could send whatever paperwork they need to me as I will be disputing it as I had when I initially received the paperwork and did not get a response.","date_sent_to_company":"2021-06-08T07:38:45.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Credit card debt","zip_code":"622XX","tags":null,"has_narrative":true,"complaint_id":"4440019","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"USI Solutions Inc.","date_received":"2021-06-08T03:26:18.000Z","state":"IL","company_public_response":null,"sub_issue":"Threatened to sue you for very old debt"},"highlight":{"complaint_what_happened":["The person on the <em>phone</em> said they have a photo ID tied to this, not sure how that is even possible, and read my FULL social <em>security</em> number to me over the <em>phone</em>. I told them they <em>could</em> send whatever paperwork they need to me as I will be disputing it as I had when I initially received the paperwork and did not get a <em>response</em>."]},"sort":[13.473469,"4440019"]},{"_index":"complaint-public-v1","_id":"4825067","_score":13.431797,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I tried logging into my Coinbase account on XX/XX/XXXX to make a trade. However, when doing so I saw my XXXX balance showed {$0.00}. I knew this could not be the case as I had ~ {$9000.00} dollars worth of crypto on this account. I saw my account had funds in it up until XX/XX/XXXX. \n\nWhen trying to call the support line I was told that there was no account tied to my phone number. However, I could see in my account settings that my phone number is indeed tied to my account. I tried emailing Coinbase and got no response. I could not create a ticket for their support team as I was not getting emails from them. The only way I was able to get into contact with them was via XXXX DMs. This is absolutely absurd that the company couldn't be bothered to pick up the phone when so much money was in question. \n\nLong story short, I was able to get into contact with Coinbase support. I was told that my account had been hijacked and the attacker was able to circumvent Coinbases security, my phones two-factor authentication, as well as my email. I know that I never received any emails or text messages regarding this transaction. \n\nSupport told me that the security of my account was all on me. This is fair however, I am a technologically savvy person and know I received no such correspondence. I have no idea how my account was breached in this manner. \n\nMy main complaint ( aside from the obvious drain of my account ) is that it was impossible to get in contact with anyone from Coinbase until days after the initial incident took place.","date_sent_to_company":"2021-10-19T15:19:03.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"76226","tags":null,"has_narrative":true,"complaint_id":"4825067","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-10-19T15:07:11.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I knew this <em>could</em> not be the case as I had ~ {$9000.00} dollars worth of crypto on this account. I saw my account had funds in it up until XX/XX/XXXX. \n\nWhen trying to call the support line I was told that there was no account tied to my <em>phone</em> number. However, I <em>could</em> see in my account settings that my <em>phone</em> number is indeed tied to my account. I tried emailing Coinbase and got no <em>response</em>. I <em>could</em> not create a ticket for their support team as I was not getting emails from them."]},"sort":[13.431797,"4825067"]},{"_index":"complaint-public-v1","_id":"4716827","_score":13.401222,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Went online to lift a security freeze. Online said I my social security and date of birth don't align. I called customer service and went into a automated response loop which could not resolve the problem. Finally got someone to answer my call by going through another department. Although the computer doesn't recognize my account I'm told I have a PIN number which I obviously don't have because they don't recognize my account. When I asked for verification through security questions they told me they don't have any security questions for my account. \n\nI have been on the phone with my 6th agent after numerous transfers by people who said they could not address my issue. One disconnection and no way to call the person I was speaking with back. All in all over an hour and a half and still nothing is resolved. \n\nThis whole thing seems to be a cluster on their end and I am trying to get a loan and have been told there is a freeze on my information. Beyond frustrating with no one being able to address my problem. Don't really know where to go with resolving this situation.","date_sent_to_company":"2021-09-13T21:03:56.000Z","issue":"Incorrect information on your report","sub_product":"Other personal consumer report","zip_code":"63122","tags":null,"has_narrative":true,"complaint_id":"4716827","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-09-13T20:44:59.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Public record information inaccurate"},"highlight":{"complaint_what_happened":["When I asked for verification through <em>security</em> questions they told me they don't have any <em>security</em> questions for my account. \n\nI have been on the <em>phone</em> with my 6th agent after numerous transfers by people who said they <em>could</em> not address my issue. One disconnection and no way to call the person I was speaking with back. All in all over an hour and a half and still nothing is resolved."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.401222,"4716827"]},{"_index":"complaint-public-v1","_id":"3359042","_score":13.393896,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2019 I logged onto my Amazon Chase credit card account and a pop-up asked that I verify my personal information. The information provided was not mine, but was the address and phone number of my deceased cousin ( passed away 5 years ago ) who lives in another part of the country. I then checked my credit report and his address now appears as one of my addresses on the report. I have never shared an address with my cousin and have  never provided the address or phone number to any company. I called Chase with concerns about my account security and to try and understand if someone is using mine or my cousins information fraudulently, to which I was told \" maybe '' but there is no way to know. They can not research how my address got changed to my cousins, the only thing they could do is change the address back. I asked for a supervisor who told me the same thing, that Chase does keep information regarding address changes on file so there is no way to know how this could happen. I expressed my concerns over the security of my data with the Company and the response was \" don't worry, we changed the address back ''.","date_sent_to_company":"2019-08-30T16:08:53.000Z","issue":"Incorrect information on your report","sub_product":"General-purpose credit card or charge card","zip_code":"011XX","tags":null,"has_narrative":true,"complaint_id":"3359042","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-08-30T15:59:13.000Z","state":"MA","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I expressed my concerns over the <em>security</em> of my data with the Company and the <em>response</em> was \" don't worry, we changed the address back ''."]},"sort":[13.393896,"3359042"]},{"_index":"complaint-public-v1","_id":"19047423","_score":13.32522,"_source":{"product":"Debt collection","complaint_what_happened":"I am filing this complaint regarding a debt collection account reported on my credit report by Online Collections dated XX/XX/year>. \nI do not recognize this account and have not received any prior written notice or documentation about this alleged debt. Because I do not have an account number or details regarding the debt, I contacted the collection agency multiple times to request debt validation and information about what this account relates to. \nDuring my first phone call, the representative informed me that they could only assist me if I provided my full Social Security number. Due to identity theft and privacy concerns, I declined to provide my SSN and instead requested that a debt validation letter be mailed to me. I was told they could not help me without my Social Security number. \nI called again on a separate occasion and was given the same response that they would only send a validation report if I provided my Social Security number. When I refused and again requested validation by mail, the representative stated he could not help me because many have the same name, and he stated, \" Without that, I can't help you. '' He then stated, \" Have a good day, and disconnected the call.\n\nShortly after that second call ended, I received two calls from unknown phone numbers. While I can not confirm whether those calls were related to this company, the timing raised concerns about how my contact information may be handled or shared after I refused to provide sensitive personal information.\n\nI believe this practice is improper and may violate my rights under the Fair Debt Collection Practices Act ( FDCPA ). A consumer should not be required to disclose a full Social Security number over the phone to receive basic information or written validation of a debt being reported on their credit file. \nI am requesting : Written validation of this debt, including the name of the original creditor, the account number, the amount owed, and documentation showing that I am legally responsible for this debt. \nAn explanation of why this account was placed on my credit report without me receiving proper written notice or validation. \nThat the collection agency stop requiring my full Social Security number as a condition for providing legally required debt validation. \nIf the company can not properly validate this debt, I am requesting that the account be removed from my credit reports. \nI am concerned about the security of my personal information and do not feel comfortable providing my Social Security number over the phone to a debt collector simply to learn what this alleged debt is. I respectfully request that the CFPB investigate this matter and ensure this company complies with federal debt collection laws.","date_sent_to_company":"2026-01-27T20:02:54.000Z","issue":"Communication tactics","sub_product":"I do not know","zip_code":"34772","tags":null,"has_narrative":true,"complaint_id":"19047423","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ONLINE Information Services, Inc.","date_received":"2026-01-27T19:43:53.000Z","state":"FL","company_public_response":null,"sub_issue":"Used obscene, profane, or other abusive language"},"highlight":{"complaint_what_happened":["During my first <em>phone</em> call, the representative informed me that they <em>could</em> only assist me if I provided my full Social <em>Security</em> number. Due to identity theft and privacy concerns, I declined to provide my SSN and instead requested that a debt validation letter be mailed to me. I was told they <em>could</em> not help me without my Social <em>Security</em> number."]},"sort":[13.32522,"19047423"]},{"_index":"complaint-public-v1","_id":"3189791","_score":13.266098,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I tried today, XX/XX/2019, to place a credit freeze on my Equifax account. I completed the personal information online, and attempted to answer the security questions which were about accounts I MAY have opened 9-20 years ago. The system responded that it could not verify my identity. So I called Equifax, gave all my personal information again, and answered their security questions truthfully. The associate said that he could not verify my identity. He said that my responses did not match their information. I have noticed in the past when I check my credit reports that Equifax often has out-of-date or incorrect information. I never worried about it because the report was always positive anyway. However, this time I NEED to be able to freeze my account and can not due to the supposed \" security questions ''. I had no trouble with the other two major credit reporting agencies. One I did easily by an automated phone system, and the other online by answering their questions easily. This is an urgent matter because a fraudster has my personal information.","date_sent_to_company":"2019-03-25T05:51:42.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"49445","tags":"Older American","has_narrative":true,"complaint_id":"3189791","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-03-25T01:32:16.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I completed the personal information online, and attempted to answer the <em>security</em> questions which were about accounts I MAY have opened 9-20 years ago. The system responded that it <em>could</em> not verify my identity. So I called Equifax, gave all my personal information again, and answered their <em>security</em> questions truthfully. The associate said that he <em>could</em> not verify my identity. He said that my <em>responses</em> did not match their information."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[13.266098,"3189791"]},{"_index":"complaint-public-v1","_id":"6977809","_score":13.251904,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2023 I sent {$370.00} through XXXX on the Wells Fargo Banking App. The phone number that I sent the money to was correct but, there is more than one person associated with the same phone number. Therefore, someone else received the transfer and not the person that the money was intended to. I reached out to the bank and informed them how insecure it was for users to make a transfer since there could be more than one user associated with the same phone number. They proceeded with the investigation and denied my claim. Their response was that the transfer was completed as requested to the phone number provided. Indeed, the phone number was correct but my issue was that the person that received the money was not who it was intended to. The phone number I input was correct but due to the lack of security of the system, somebody else that had the same phone number enrolled on the platform received the money. I contacted the bank in order to appeal the decision and they denied my appeal. My final action was closing all my accounts with that institution ( Wells Fargo ) since they were not able to resolve this issue.","date_sent_to_company":"2023-05-16T00:20:29.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"33160","tags":null,"has_narrative":true,"complaint_id":"6977809","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-05-15T23:57:32.000Z","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":["Their <em>response</em> was that the transfer was completed as requested to the <em>phone</em> number provided. Indeed, the <em>phone</em> number was correct but my issue was that the person that received the money was not who it was intended to. The <em>phone</em> number I input was correct but due to the lack of <em>security</em> of the system, somebody else that had the same <em>phone</em> number enrolled on the platform received the money. I contacted the bank in order to appeal the decision and they denied my appeal."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to provide a public <em>response</em>"]},"sort":[13.251904,"6977809"]},{"_index":"complaint-public-v1","_id":"4314467","_score":13.239604,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To Whom it may concern : On XX/XX/2021, a dispute/complaint has been reported to Venmo and was put in place regarding a security issue and fraudulent charge through Venmo. A stop payment was put into the bank on Saturday, XX/XX/2021 due to the fact that we could not connect directly with anyone at Venmo. Initial call attempts on the weekend of XXXX XXXX, with Venmo were diverted to bot chats. However, an email/chat ( only way available to contact Venmo, unless on hold for hours ) was sent to Venmo to inform them that a fraudulent charge was pending and should not be paid. I have subsequently received an e mail saying that the complaint/dispute was not substantiated. That response was on Sunday XXXX. \n\nI have tried to contact Venmo on numerous instances regarding this matter. On XXXX there was a chat with a XXXX XXXX, at which time I stated that the matter was security and fraud. The call was dropped and no one from Venmo attempted to follow up after the fact with me regarding the statement of fraud and security. On XXXX I was on the phone with Venmo for over 1-1/2 hours, ( Hold time was over 30 minutes for each person ) trying to get the matter resolved and the initial phone call was dropped when I asked to speak to a supervisor. \n\nThe first phone call on XXXX was with XXXX who transferred me to a supervisor and the phone call was disconnected. I then spoke to XXXX who registered the complaint and transferred me to his supervisor XXXX. XXXX was unable to answer any questions and basically advised us that our only alternative was to seek legal assistance. XXXX advised us that the account specialists do not take direct phone calls and her manager does not take direct phone calls. She advised that documentation to substantiate the claim would be necessary to reverse the claim. However, the bank is stating since I stopped the payment there is no basis for a claim. \n\nI received an e mail after the initial phone call on XXXX was dropped from a supervisor who said they looked into the matter and reiterated that the charge was not substantiated. \n\nFirst and foremost, the customer service at Venmo is horrific. The fact that we can not get someone on the phone that can assist in an attempt to find a resolution to the matter is beyond frustrating. Second, the inability to contact a live person directly to report fraud and security issues seems a bit disconcerting. \n\nThe only documentation that we could provide is a letter from the bank that states we reported the pending charge as fraudulent and put a stop order on the charge. Venmo was advised at that time that the pending charge was fraudulent and not to pay the monies. Venmo was informed on several occasions that this was a Security issue and Fraud. Venmo continues to have this charge as outstanding and paid the Fraudulent recipient. I have no idea if they even investigated the account that received the monies XXXX XXXX. In addition, I have had no prior connection on Venmo to this account, nor have I ever transferred or received that amount of money. \n\nI am a college student and I am finding this an extremely difficult situation. The fact that my credit could be compromised due to the fact that an entity such as Venmo does not follow up on complaints is beyond my comprehension. \n\nDesperately in need of assistance. \nXXXX XXXX","date_sent_to_company":"2021-04-21T04:45:37.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"11694","tags":null,"has_narrative":true,"complaint_id":"4314467","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2021-04-21T04:32:15.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["That <em>response</em> was on Sunday XXXX. \n\nI have tried to contact Venmo on numerous instances regarding this matter. On XXXX there was a chat with a XXXX XXXX, at which time I stated that the matter was <em>security</em> and fraud. The call was dropped and no one from Venmo attempted to follow up after the fact with me regarding the statement of fraud and <em>security</em>."]},"sort":[13.239604,"4314467"]},{"_index":"complaint-public-v1","_id":"5426420","_score":13.22422,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Every time when I log into the Equifax account, I receive a response of \" Call customer care with the phone number given. '' This means that I do not have access to view the credit report or to very important data, or dispute invalid or incorrect data. Also, when the correct data is supplied, the correct data appears ignored. From the previous response, all pertinent data was submitted without any feedback to correct the lock on the file. Finally, after being able to talk to an agent, the agent validated my data. However, the agent could not figure out why a lock is placed on the account access given that the correct and valid data was provided. Thus, besides this complaint and Equifax internal complaint was also filed. Unfortunately, I could not receive a copy of the filed complaint because of security reasons. In addition, an XXXX at Equifax stated that I could not have account access because I reside out of the USA as many other US citizens. However, there is no problem with XXXX and XXXX. Also, I was able to access the account in early 2021 without any problems. Now after some security concern, I am unable to access the account regardless of valid username, password, or any valid data. There is a significant problem that resides within Equifax that disallows a person to access their file or account. Besides, Equifax does not have the decency to provide an apology for this great fiasco. I hope that someone besides CFPB can correct this problem.","date_sent_to_company":"2022-04-08T09:36:45.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"92129","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"5426420","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-04-08T08:50:01.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Every time when I log into the Equifax account, I receive a <em>response</em> of \" Call customer care with the <em>phone</em> number given. '' This means that I do not have access to view the credit report or to very important data, or dispute invalid or incorrect data. Also, when the correct data is supplied, the correct data appears ignored. 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