{"took":193,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":76,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5720481","_score":23.598959,"_source":{"product":"Checking or savings account","complaint_what_happened":"For over a year now Ive been asking the Truist Financial Corporation why the bank is not using Two Factor Authentication ( 2FA, ) for access their Web Online services. After repeated inquiries for an answer the Banks IT security department has ignored my requests. My hope was that this security feature would have been implemented as part of the merger with BB & T in XXXX however it was not!! I don't believe Truist taking its customers online security seriously and would like the bank to step up and enact the 2FA for Web Online Access to their services. Left frustrated with the Banks lack of concern for its Web Online customers Im requesting the Federal Financial Institutions Examination Council ( FFIEC ) investigate the Truist Financial Corporations Online Authentication and Access Risk Management policies. If the management of all the banks security policies ( especially Web Access ) are found to be inadequate, I would like to see the Consumer Financial Protection Bureau ( CFPB ) take immediately action to have Bank address them in a timely manner Thank you for your consideration","date_sent_to_company":"2022-06-28T15:40:30.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"27284","tags":"Older American","has_narrative":true,"complaint_id":"5720481","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2022-06-28T15:28:29.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["If the management of all the banks <em>security</em> <em>policies</em> ( <em>especially</em> Web <em>Access</em> ) are <em>found</em> to be inadequate, I would like to see the Consumer Financial Protection Bureau ( CFPB ) take immediately action to have Bank address them in a timely manner Thank you for your consideration"]},"sort":[23.598959,"5720481"]},{"_index":"complaint-public-v1","_id":"15210248","_score":17.989285,"_source":{"product":"Checking or savings account","complaint_what_happened":"Complaint against SoFi Bank XXXX On Friday, XX/XX/year>, I was notified by SoFi bank that my account was locked due to unusual activity. I checked my account and found {$240.00} missing and a notification that an XXXX phone accessed my account. I immediately called and reported the theft and asked them to stop the transaction. I was told I had to wait until it went through and to file a dispute. \nMonday, XX/XX/XXXX I called in the morning and filed the dispute, telling them that it was theft. Later that morning, when I tried to get fuel, my card wouldnt work, so I checked my account and found it locked again. I called and was told that I violated a member rule and seized my account. They claim they can not tell me anything due to company policy. I find that arbitrary and very highhanded, especially since its my money they are holding without an acceptable or even any explanation. Around Wednesday, XX/XX/year>, I was told that my dispute was denied due to there being no error. I appealed it with the above information, and was denied for the same reason again. They claim to record all calls, and claim that their customers security is important, yet they allow someone to hack my account and steal my money, then seize my account on a whim and deny me the rest of my money, which is not theirs to take. I wonder if the theft was an inside job and they are covering it up! \n\nOn to today, Monday, XX/XX/year>, they have taken my money and closed my account and told me that I had to wait XXXX to XXXX business days for a check. In my opinion, they have stolen from me twice and their company policies are questionable. They have no right to hold my money with no explanation.","date_sent_to_company":"2025-08-11T17:24:23.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"98208","tags":null,"has_narrative":true,"complaint_id":"15210248","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2025-08-11T17:16:49.000Z","state":"WA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I checked my account and <em>found</em> {$240.00} missing and a notification that an XXXX phone <em>accessed</em> my account. I immediately called and reported the theft and asked them to stop the transaction. I was told I had to wait until it went through and to file a dispute. \nMonday, XX/XX/XXXX I called in the morning and filed the dispute, telling them that it was theft. Later that morning, when I tried to get fuel, my card wouldnt work, so I checked my account and <em>found</em> it locked again."]},"sort":[17.989285,"15210248"]},{"_index":"complaint-public-v1","_id":"8359432","_score":15.303391,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2024 around XXXX I contacted Citibank and reported XXXX fraud wires within minutes of when they were posted to my citibusiness account totaling over {$50000.00}. I requested they perform a swift recall and immediately contact the receiving bank where the wires were sent and tell them this was fraud. I come to find out that Citibank waited almost 3 days until the XXXX to send out the message and formal communication to the receiving bank. After speaking with XXXX Citibank representatives in the wire escalation department including XXXX supervisors and a XXXX they have now all said this is NOT how this should have been handled and that they do not know why it took so long as it is supposed to be sent same day especially with these high amounts. All I can get them to say is they would look into it. I have no answers other than their verbal confirmation that that is not according to their policy. I later found out they originally deemed this case a scam as opposed to fraud without a single call from the fraud investigator or conversation with me to hear what actually happened. Ive found out that a Scam holds the customer responsible and for fraud citibank is legally responsible. I can only conclude that they chose not to expedite since the bank themselves would not be responsible if this was in fact a scam. Ive since had the fraud investigation reopened as someone accessed my account without my knowledge and placed wires without my knowledge which is in fact fraud and Citibank released these wires via confirmation of a phone call to someone who is not me. I am now being told by the XXXX department in Citibank that they are so overrun with fraud at their bank that my case will take 2 to 3 times longer to be investigated so up to 3 months. So I have NO provisional credit and no resolve for {$50000.00} of fraud and have to wait for their delay in excess fraud. These XXXX wires were verified with a single phone call where no identity of who they were speaking with took place, just verified the details of who the wires were going to. This treatment is so unacceptable for fraud over {$50000.00}. The delays and lack of care or urgency especially with the high value amount is horrible. The other funny thing is the only way they will let me access the additional funds in my account is to open another Citibank account. I tried to tell them that after being told they are overrun with fraud I dont want an account with them and they need better security and would prefer to have them transfer to another bank. They will not allow this stating the only way to the funds is thru them. Which is a joke. Ive had trouble with Citibank in the past where their representatives locked my account and wouldnt give me access because I am a female with a mans name. They asked to speak with my husband and told me they didnt believe I was in fact who I was stating I was. This happened not just once but twice and locked out of all my funds with a high risk. I filed all the complaints. Not a thing happened. So being a woman with a mans name seems to trigger their fraud team but not XXXX wire transfers at the same time on a Friday for over XXXX. I also have a token card for access to transfer and no one apparently asked for that to verify. The way all their claims are handled is so poor. I dont even know what to say. And I am stuck with them because I must open another account to even access the funds I have left.","date_sent_to_company":"2024-02-17T01:37:24.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"911XX","tags":null,"has_narrative":true,"complaint_id":"8359432","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-02-17T00:56:28.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The delays and lack of care or urgency <em>especially</em> with the high value amount is horrible. The other funny thing is the only way they will let me <em>access</em> the additional funds in my account is to open another Citibank account. I tried to tell them that after being told they are overrun with fraud I dont want an account with them and they need better <em>security</em> and would prefer to have them transfer to another bank. They will not allow this stating the only way to the funds is thru them."]},"sort":[15.303391,"8359432"]},{"_index":"complaint-public-v1","_id":"3181475","_score":14.06982,"_source":{"product":"Checking or savings account","complaint_what_happened":"Please notify the bank it is violatingThe Gramm-Leach-Bliley Act ( GLB Act or GLBA ) is also known as the Financial Modernization Act of 1999 repeatedly It is a United States federal law that requires financial institutions to explain how they share and protect their customers ' private information. To be GLBA compliant, financial institutions must communicate to their customers how they share the customers ' sensitive data, inform customers of their right to opt-out if they prefer that their personal data not be shared with third parties, and apply specific protections to customers ' private data in accordance with a written information security plan created by the institution. \n\nThis bank is giving my information of to a third-party named XXXX XXXX and Im being harassed and by XXXX and XXXX XXXX who have no business contacting my work phone, or personal email. Please notify this bank they are not authorized to share my information with any other parties and owe me a contractural obligation and duty which is being breached. \n\nThis stems from me receiving a payment from a major music distributor and attempting to buy a chain and pendant for my XXXX birthday which the seller was scamming me on the gold and diamonds etc. After filing a dispute I attempted to retrieve my cash from my account when the seller promised a refund after almost waiting 2 weeks. \n\nThis has now prompted the bank to send XXXX XXXX which upon a XXXX review look like a endangerment to my life to say they are dealing with me for the bank. This third-party company is not a bank and should not have my information nor contact me as this is unlawful. If I were on the property of the bank causing issues then this would be expected but in the comfort of my own home after work hours aXXXX XXXX XXXX XXXX XXXX  receiving phone calls and emails at XXXX is a violation of my rights, as a consumer this is not ok for any business especially a bank to do this. \n\nThe primary data protection implications of the GLBA are outlined its Safeguards Rule, with additional privacy and security requirements issued by the FTC 's Privacy of Consumer Financial Information Rule ( Privacy Rule ), created under the GLBA to drive implementation of GLBA requirements. The GLBA is enforced by the FTC, the federal banking agencies, and other federal regulatory authorities, as well as state insurance oversight agencies.\n\nCustomers must be notified of private information sharing between financial institutions and third parties and have the ability to opt out of private information sharing. Private information must be secured against unauthorized access. User activity must be tracked, including any attempts to access\nprotected records.\n\nThe GLBA requires that financial institutions act to ensure the confidentiality and security of customers ' \" nonpublic personal information, '' or NPI. Nonpublic personal information includes Social Security numbers, credit and income histories, credit and bank card account numbers, phone numbers, addresses, names, and any other personal customer information received by a financial institution that is not public. The Safeguards Rule states that financial institutions must create a written information security plan describing the program to protect their customers ' information. The information security plan must be tailored specifically to the institution 's size, operations, and complexity, as well as the sensitivity of the customers ' information. \n\nIn order to achieve GLBA compliance, the Safeguards Rule requires that financial institutions pay special attention to employee management and training, information systems, and security management in their information security plans and implementation. \n\nOnce a GLBA non-compliance allegation is proven, the punishment can have business-altering, and even life-altering, ramifications. \n\nSection 5 ( a ) of the Federal Trade Commission Act ( FTC Act ) ( 15 USC 45 ) prohibits \" unfair or deceptive acts or practices in or affecting commerce. '' This prohibition applies to all persons engaged in commerce, including banks.\n\nFinancial institutions found in violation face fines of {$100000.00} for each violation. Individuals in charge found in violation face fines of {$10000.00} for each violation. Individuals found in violation can be put in prison for up to 5 years. \n\nDeceptive Practices An act or practice is deceptive where a representation, omission, or practice misleads or is likely to mislead the consumer ; a consumer 's interpretation of the representation, omission, or practice is considered reasonable under the circumstances ; and the misleading representation, omission, or practice is material. \n\nUnfair Practices An act or practice is unfair where it causes or is likely to cause substantial injury to consumers ; can not be reasonably avoided by consumers ; and is not outweighed by countervailing benefits to consumers or to competition. \nPublic policy, as established by statute, regulation, or judicial decisions may be considered with all other evidence in determining whether an act or practice is unfair.\n\nFurthermore, the prohibition against UDAP not only applies to all products and services offered by banks, but to every stage and activity, from product development to the creation and rollout of marketing campaigns, and to servicing and collections. \nTherefore, particular focus should be paid to new or modified systems or products and third-party arrangements.","date_sent_to_company":"2019-03-15T23:29:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"64030","tags":null,"has_narrative":true,"complaint_id":"3181475","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST NATIONAL BANK OF OMAHA","date_received":"2019-03-15T23:27:04.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Private information must be secured against unauthorized <em>access</em>. User activity must be tracked, including any attempts to <em>access</em>\nprotected records.\n\nThe GLBA requires that financial institutions act to ensure the confidentiality and <em>security</em> of customers ' \" nonpublic personal information, '' or NPI."]},"sort":[14.06982,"3181475"]},{"_index":"complaint-public-v1","_id":"16083660","_score":13.584188,"_source":{"product":"Credit card","complaint_what_happened":"CFPB, am filing this complaint because I believe Capital One has treated me unfairly, misled me during the application process for a credit card, and ultimately created unnecessary barriers that discriminate against me as a consumer who is simply trying to rebuild and establish credit responsibly. \n\nThis complaint is not just about one security deposit requirement. It is about the misleading way Capital One presents its approval process, the way its policies disproportionately burden consumers like me, and the emotional, financial, and practical toll this takes. \n\nI want the Consumer Financial Protection Bureau ( CFPB ) to fully understand the depth of my frustration, the unfairness of this situation, and why this matter requires urgent review. \n\n\n\nThe Issue When I applied for a Capital One credit card, I was informed that I had been approved. For anyone who has struggled with credit challenges, those words carry enormous weight. They represent hope, progress, and the opportunity to take meaningful steps forward. \n\nHowever, once I looked deeper into the terms of this so-called approval, I realized it came with a hidden catch : I was required to provide a security deposit in order to receive the card. \n\nThis was a crushing discovery. It meant that Capital Ones approval was not true approval at all it was conditional, misleading, and burdensome. \n\nWhy This Feels Misleading Approval should mean approval. If a consumer is approved for a credit card, they should receive the card without being forced to put down money upfront. \nSecurity deposits contradict the purpose of credit. Credit is meant to provide access to funds one does not already have. Demanding a deposit defeats that purpose. \nNo compromise offered. Capital One could not even offer me a small unsecured line of credit, such as {$200.00} or {$300.00}, which would have been reasonable and respectful. \n\nInstead, I was backed into a corner : either give up money I can not spare, or walk away entirely. \n\n\n\nWhy This Is Unfair Financial Burden In todays economy, asking consumers to tie up money is unreasonable. Prices are up, wages are not keeping pace, and every dollar matters. For many of us, putting down a deposit is not a minor inconvenience it is a major barrier that prevents access entirely. \n\nThis is especially harmful for people who are actively trying to rebuild their financial lives. Instead of offering us an opportunity to prove ourselves responsibly, Capital One places additional obstacles in our way. \n\nEmotional Toll The emotional harm of this practice should not be underestimated. The process creates an emotional rollercoaster : 1. Excitement and hope when you are told you are approved.\n\n2. Disappointment and sadness when you realize the approval is conditional.\n\n3. Discouragement and hopelessness when you realize you can not participate unless you pay.\n\nThis kind of emotional manipulation undermines consumer trust and leaves people like me feeling excluded and punished for circumstances beyond our control. \n\nDiscriminatory Impact While Capital One may argue that security deposits are standard, the reality is that this practice disproportionately affects lower-income individuals, people with damaged credit histories, and those who are already struggling. In practice, it creates a two-tier system where : Those who already have money can access credit. \nThose who actually need credit the most are locked out. \n\nThat is not fairness. That is exclusion. \n\n\n\nBroader Systemic Concerns This is not just about me. It is about the way large financial institutions create policies that perpetuate cycles of exclusion. Instead of helping people rebuild, they create conditions that make rebuilding harder. \n\nOther lenders have found fairer solutions. For example : Some institutions offer low-limit unsecured cards as starter products. \nSome use graduated programs where responsible usage over time automatically grows a credit line without requiring deposits. \nOthers provide more transparent disclosures upfront, making sure consumers know from the very beginning if a product is truly secured or unsecured. \n\nCapital One, however, chose to mislead me by presenting their product as an approval when, in reality, it was not. \n\n\n\nImpact on Me Personally 1. Financial Impact I can not afford to part with money just to lock it away in a deposit. \nThis policy prevents me from building credit in a way that works for my financial situation. \nXXXX. Emotional Impact I felt hope when I was told I was approved, only to have that hope taken away. \nI feel sadness and frustration that I am being singled out and treated unfairly. \n3. Practical Impact Without access to unsecured credit, I can not establish a positive repayment history.\n\nI remain trapped in a cycle where the very tool I need to move forward is denied to me.\n\nResolution Requested I respectfully ask that the CFPB require Capital One to take the following actions : 1. Honor the approval. Provide me with an unsecured credit card without requiring a security deposit. I am not asking for a high limit even {$200.00} or {$300.00} would be enough to prove myself and demonstrate responsible repayment.\n\n2. Policy Review. Require Capital One to review and revise its approval process. If they can not provide unsecured credit, they should not use the word approved. Approval should mean unconditional approval. \nXXXX. Transparency. Ensure that Capital One is clear and upfront about the nature of the products they are offering, so no other consumer experiences the same emotional rollercoaster I did. \n4. Fairer Alternatives. Encourage Capital One to create unsecured starter products or graduated programs that help consumers build credit without being forced to lock away money they can not spare.\n\nClosing This complaint is about more than just one card or one company. It is about fairness, respect, and dignity for consumers who are trying to do the right thing. It is about making sure that when we are told we are approved, that word means something. It is about ensuring that financial institutions do not mislead or exclude people who are already struggling. \n\nI urge the Consumer Financial Protection Bureau to take this complaint seriously, to hold Capital One accountable, and to make sure their practices change so that consumers like me are not misled, excluded, or unfairly burdened in the future.","date_sent_to_company":"2025-09-22T03:42:14.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"93444","tags":null,"has_narrative":true,"complaint_id":"16083660","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-09-22T03:37:04.000Z","state":"CA","company_public_response":null,"sub_issue":"Delay in processing application"},"highlight":{"complaint_what_happened":["It is about the way large financial institutions create <em>policies</em> that perpetuate cycles of exclusion. Instead of helping people rebuild, they create conditions that make rebuilding harder. \n\nOther lenders have <em>found</em> fairer solutions. For example : Some institutions offer low-limit unsecured cards as starter products. \nSome use graduated programs where responsible usage over time automatically grows a credit line without requiring deposits."]},"sort":[13.584188,"16083660"]},{"_index":"complaint-public-v1","_id":"18219639","_score":12.918039,"_source":{"product":"Prepaid card","complaint_what_happened":"I am filing a complaint against XXXX XXXX XXXX, the operator of Cash App, for unfair and deceptive treatment related to the closure of my Cash App account and the denial of any meaningful appeal process. My Cash App account in the name of XXXX XXXX XXXX was suddenly closed with a message stating that there was gambling or other activity that violated XXXX XXXX XXXX XXXX XXXX. The app message states that I XXXX be able to appeal this decision and instructs me to tap Learn more. When I tap Learn more, I am redirected to a Cash App staging/support URL that blocks me with a security screen and does not provide any way to submit an appeal, contact a human about the closure, or understand what transactions are allegedly gamblingrelated. Screenshots are available showing the closure message and the blocked Learn more page.The closure notice appears to use an internal code labeled XXXX. From my perspective, this code is being used to route me to a deadend page instead of a real appeals process. Cash App has not provided any specific transactions, counterparties, or evidence to support its gambling allegation, nor any clear explanation of how my use of the account violated its own policies. This is especially concerning given that the CFPB has already found that Cash Apps operator used tactics that deprived users of meaningful customer service and misled consumers about their rights in other contexts. \nWhy is this unfair or deceptive? Cash App is representing inside the app that customers XXXX be able to appeal this decision, but in practice it provides no accessible procedure, route, XXXX XXXX to do so. Instead, customers in my situation are sent to a blocked or nonfunctional page, which effectively bypasses the protections that should apply when a financial institution closes an account or labels a consumer as engaging in prohibited activity like gambling. This creates only the appearance of fairness while denying any real chance to contest an inaccurate closure, obtain a human review, or receive a written explanation.Because Cash App is widely used as a de facto transaction account, sudden closure without a working appeal path can cause serious harm, including loss of access to funds and disruption of routine payments. The lack of a functional appeal process and the refusal to identify the supposed gambling transactions make it impossible for a consumer to correct errors or even understand the basis for the decision. This pattern appears similar to the conduct the CFPB recently sanctioned, where Cash App failed to provide effective customer service and used its terms and processes to evade its legal responsibilities to consumers.","date_sent_to_company":"2025-12-22T15:54:31.000Z","issue":"Advertising","sub_product":"General-purpose prepaid card","zip_code":"736XX","tags":"Servicemember","has_narrative":true,"complaint_id":"18219639","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-12-22T15:45:07.000Z","state":"OK","company_public_response":null,"sub_issue":"Changes in terms from what was offered or advertised"},"highlight":{"complaint_what_happened":["Cash App has not provided any specific transactions, counterparties, or evidence to support its gambling allegation, nor any clear explanation of how my use of the account violated its own <em>policies</em>. This is <em>especially</em> concerning given that the CFPB has already <em>found</em> that Cash Apps operator used tactics that deprived users of meaningful customer service and misled consumers about their rights in other contexts. \nWhy is this unfair or deceptive?"]},"sort":[12.918039,"18219639"]},{"_index":"complaint-public-v1","_id":"16942306","_score":12.904558,"_source":{"product":"Prepaid card","complaint_what_happened":"I am writing to express my serious concerns regarding the handling of my dispute related to charges on my XXXX XXXX XXXXXXXX. Despite my efforts to file a dispute, I have received minimal assistance throughout the process. \n\nInadequate Support and Communication Challenges I have reached out to various regulatory agencies for guidance, only to receive a consistent response : to keep calling until I manage to connect with someone. It is widely understood that XXXX XXXX  is not providing adequate customer assistance, yet the company continues to operate and maintain contracts with major government systems, such as the Social Security Administration. This is fundamentally unacceptable. The expectation is placed on consumers to stay by the phone and repeatedly redial XXXX XXXX  in hopes of resolving their issues in just one call, which is unrealistic given that many have found this approach ineffective. Reports indicate that calls are frequently disconnected before reaching a live agent, further exacerbating the challenges faced. \n\nBarriers for Individuals with XXXX Requiring exclusive reliance on phone communication presents significant barriers for individuals with XXXX. The current practices of this office create challenges that are not only substantial they are impossible for some. ADA accommodations must go beyond simple text-to-type and relay calls ; they should facilitate more meaningful access. Furthermore, complaints submitted in writing should be addressed without the requirement of a follow-up phone call. My attempts to resolve issues via written communication have gone unanswered, leaving me without the support I need.\n\nImpact on My Account Due to these persistent challenges, my account has been drained, leaving me with less than {$5.00} that is now inaccessible. My account has been closed without any resolution to my disputes, creating significant financial hardship and emotional XXXX. \n\nI urge XXXX XXXX  to reconsider its communication policies and develop more accessible methods for resolving disputes, especially for vulnerable individuals who can not engage in phone calls. Prompt and clear communication about the steps taken to rectify this situation is essential. \n\nI also call upon the Consumer Financial Protection Bureau ( CFPB ) to intervene in this matter and help consumers overcome these barriers to receiving proper and adequate assistance from XXXX XXXX \n\n* * PLEASE NOTE : I do not call or receive phone calls. Contact information was changed with out authorization. I never had a phone number because I do not call or receive phone calls. email address has always remained the same!","date_sent_to_company":"2025-11-01T00:11:02.000Z","issue":"Problem getting a card or closing an account","sub_product":"Government benefit card","zip_code":"88005","tags":null,"has_narrative":true,"complaint_id":"16942306","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2025-10-31T23:40:21.000Z","state":"NM","company_public_response":null,"sub_issue":"Trouble closing card"},"highlight":{"complaint_what_happened":["I urge XXXX XXXX  to reconsider its communication <em>policies</em> and develop more accessible methods for resolving disputes, <em>especially</em> for vulnerable individuals who can not engage in phone calls. Prompt and clear communication about the steps taken to rectify this situation is essential."]},"sort":[12.904558,"16942306"]},{"_index":"complaint-public-v1","_id":"2559286","_score":11.336475,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Can you please forward this to the appropriate party. My USAA number is XXXX and my most recent XXXX statement Account ending in XXXX shows a MUCH MUCH higher balance than last months statement. The difference is way more than the total sum of all new charges, especially when you take payments made into account. I have repeatedly requested documentation on this account as well opened several billing disputes on this as well as my platinum visa card. However, despite the obvious violation of consumer protection laws including those found in regulation Z all the accounts were frozen and closed prior to settling the billing disputes. All requests for documentation has been ignored as well as all requests for a detailed explanation for these actions. I am requesting once more all related documentation, a clear in depth detailed explanation for USAAs actions, USAA to remove the negative information it has placed on my credit reports as a result, and to update said information noting the accounts are under dispute. I also ask for the last 6 credit card statements be mailed to me as I am no longer able to view or pay them online. <P/>I would also like clarification as to why USAA states on its website the following : 3 XXXX liability policy : You are not liable for unauthorized use that is reported to us. Unauthorized use means the use of a credit card by someone other than you who does not have actual, implied or apparent authority for such use and from which you or any member of your family does not receive a direct or indirect benefit. We will follow the requirements of the federal Truth in Lending Act and Nevada law to determine if a charge is unauthorized. <P/>As I am being held accountable for purchases I notified USAA where not authorized, I have no actual evidence, proof or actionable method of knowing who the actual assailant was using my card without authorization. I merely have an educated guess narrowing down the possible culprit down to 3 parties. However, there is no evidence and I my guess could very well be completely wrong. Last I checked the burden of proof rested with the bank. Furthermore, at most by law USAA has 90 days to settle all billing disputes. This is over 12 months old, and therefore no longer able to be reversed regardless of any new evidence, theory, thought or concerns may have arisen. I say all this believing the discrepancy in my account balance is due to a reversal of fraudulent charges credited to me last year. Yet I have not received anything in writing to that affect or notifying me the charges were reversed. I have not received any documentation, clarification or statements to explain the massive discrepancy in the balance. Nor have I received any detailed explanation or legally justified reason for the closing of all my USAA accounts without warning. This includes my Checking account which my social security check is direct deposited into and I Have been unable to access now for two months. <P/>I demand USAA begins to actually abide by the law, reverse all negative actions and information reported, re-instate my online access and my accounts immediately. Furthermore, I request compensation for the hardships, fees, penalties and time dealing with USAAs refusal to even communicate or return phone calls has cost me. <P/>Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX","date_sent_to_company":"2017-06-26T22:20:42.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"78723","tags":null,"has_narrative":true,"complaint_id":"2559286","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2017-06-26T22:16:59.000Z","state":"TX","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["This includes my Checking account which my social <em>security</em> check is direct deposited into and I Have been unable to <em>access</em> now for two months. <P/>I demand USAA begins to actually abide by the law, reverse all negative actions and information reported, re-instate my online <em>access</em> and my accounts immediately. Furthermore, I request compensation for the hardships, fees, penalties and time dealing with USAAs refusal to even communicate or return phone calls has cost me."]},"sort":[11.336475,"2559286"]},{"_index":"complaint-public-v1","_id":"9654135","_score":10.919825,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I submitted a complaint about Chime, ( complaint number XXXX ) Here is my complaint that has never been resolved. \n\nXXXX  XX/XX/XXXX I Initiated a transfer of {$1000.00} into my chime checking account from my linked banking account, XXXX. At the time my Chime savings account had {$270.00}, and Chime checking account had {$370.00}. It usually takes XXXX to XXXX  days to post on my Chime account. According to my XXXX records it posted on ( XX/XX/XXXX ) at approximately XXXXXXXX XXXX XXXX zone. This deposit brought my total checking to {$1300.00} plus {$270.00} in savings for a total {$1600.00} available in funds in my chime account. On XX/XX/XXXX I tried to send my wife {$1000.00} to her chime account but my account had a limitation on my funds, and I could not send her any amount of money. On XX/XX/XXXX I called chime to see why my funds were frozen. I spoke with a girl, and she referred me to chime/support chat where I was told by email : Chime email ... ... .. XXXX XXXX, We discovered that your account violates XXXX member agreement and internal policies. To potentially access any remaining funds, please reply to this message and attach the items below : To verify your identity and the validity of the deposits made in your account, please provide the following items : Government-issued photo ID, such as a drivers license or state ID card ( front and back ). A secondary ID ( i.e., passport or signed Social Security card ) - or - proof of address ( i.e., full page of a utility bill dated within the last XXXX  days ). A selfie of you holding an ID document and a piece of paper with your name and today 's date written on it. Written explanation Tell us the origin and intended purpose of the funds deposited. Documentation to support your written explanation such as : Receipts, invoices, pay stubs, work orders, bank statements, receipts for cashed checks, etc. For account security, please upload attachments using this generated secure link XXXX XXXX XXXX XXXXXXXX. This link accepts XXXX attachments at a time. Documents must be in JPG, PDF, RTF, TIFF, PNG or HEIC format. We dont accept XXXX XXXX Files or other document formats. We may request additional items after the initial review. To upload documents via the secure link : XXXX. Click on the link provided in this email, then click Add an Image. XXXX. Select up to XXXX images to upload and click Submit. Once submitted, well look at the documents and get back to you as soon as possible. XXXX. If the link has expired after an hour, you can regenerate the link by clicking Send me a new link and looking for another email with the new link. Contact us again if you have additional questions. Thanks, XXXX | Chime XXXX XXXX XXXX, I uploaded a selfie of me holding my drivers license with a sheet of paper with my name and date written on it. A picture of social security card, A PDF of my latest bank statement, A picture of Written explanation of the origin of the deposit. which came from my bank. After waiting a few hours to see if my funds were unfrozen, since I uploaded everything that was asked of me, my account was still frozen. So, I called Chime/support again and spoke with XXXX at approximately XXXX XXXX XXXX zone. I was somewhat agitated by this time especially after this guy could not help me. I asked for the case number for our call. After much hesitation he told me the ticket number was ( XXXX ). On XX/XX/XXXX my account was closed, and I could no longer log into my chime account with my phone. So, I emailed Chime and got the same list of things I needed to upload to chime to prove who I was. I drove to my hometown bank XXXX and showed the teller the emails between chime and me. The teller printed out a detailed activity report of the transactions on my account. She highlighted the {$1000.00} transfer to XXXX  which is chime. I get back home and start the upload process. I uploaded a picture of me holding my drivers license with a sheet of paper with my name and date written on it along with my social security card. A picture of my electric bill with my name and address on it. A picture of the documents that my bank printed out for me, showing the detailed transactions on my account. \n\nOn XX/XX/XXXX chime says : XXXX XXXX, Thank you for reaching out to Chime Member Services. Hoping you and your loved ones are having a great week and staying safe. We sincerely apologize for the delay in the response, as we're experiencing a high volume of contacts at the moment. We definitely understand the importance of having access to this feature for you and the importance of having access to your funds at your own convenience. Please take it as a consideration that this is not intending to place a value on your experience, rather it emphasizes our commitment to you as our valued member. Chime has identified activity on your account that is not in compliance with its internal policies and the member agreement executed at enrollment. If there is any account balance due to you, a check will be mailed to the address on file within XXXX  days. Weve identified activity on your account that does not comply with the terms of Chime 's Deposit Account Agreement. Your account has already been closed on XX/XX/XXXX. If you would like to appeal this decision, please contact us at XXXX. We're bound to be abided by certain norms, regulated by Chime Member Security Policy Guidelines to prevent any of Member 's Account from Fraudulent or Suspicious Activity. It also includes making Chime more Safe and Secure for our Members, their Funds and their Account Details to be averted from any kind of unknown/unauthorized activity. We understand this is not ideal, but please know that your trust and security are our top priority. Lastly, kindly confirm to us whether your concern was addressed, and your issue was resolved or not or if you've other issues/concerns, by replying to this email thread so that we can take further action without any delay. We appreciate you bringing this to our attention, and we hope you find this information useful. Have a great day and stay safe! Kind Regards, XXXX XXXX Chime Member Services So, I respond to email and then wait, without trying to contact again because I think I will get a check in the amount of -- -- -- - {$1600.00} well its XX/XX/XXXX and still nothing I email Chime once again to let them know that I have never received my funds. This is their response : XXXX XXXX, Thank you for reaching out. We apologize again for the inconvenience this may have caused. After a recent review of your account, weve found that it does not comply with the terms of the Deposit Account Agreement. Your account has been closed by Chime and is not eligible for a refund. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. We regret any inconvenience this may have caused. Please let us know if we can assist you further or give us a call at XXXX. XXXX | XXXX XXXX XXXX  XXXX XXXX, For security reasons, Chime is unable to share more information about the account closure. We're also unable to review whether your account can be re-enabled or refunded until we receive valid documents verifying the deposits. To help us validate the deposits, please contact the source of the funds to verify them as the source of the deposits and yourself as the intended recipient. In the meantime, I invite you to review the Chime Deposit Account Agreement. If you have further questions, please respond to this message or give us a call at XXXX. Thanks, XXXX | XXXX XXXX XXXX It is XX/XX/XXXX and I still have not recovered my funds. I feel Chime has a whole army of personal to give you the run around without a solution in hopes that you just give up. XXXX XXXX","date_sent_to_company":"2024-07-31T00:31:53.000Z","issue":"Closing an account","sub_product":"Other banking product or service","zip_code":"313XX","tags":null,"has_narrative":true,"complaint_id":"9654135","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-07-30T23:43:09.000Z","state":"GA","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["We definitely understand the importance of having <em>access</em> to this feature for you and the importance of having <em>access</em> to your funds at your own convenience. Please take it as a consideration that this is not intending to place a value on your experience, rather it emphasizes our commitment to you as our valued member. Chime has identified activity on your account that is not in compliance with its internal <em>policies</em> and the member agreement executed at enrollment."]},"sort":[10.919825,"9654135"]},{"_index":"complaint-public-v1","_id":"7103334","_score":10.89354,"_source":{"product":"Checking or savings account","complaint_what_happened":"Friday XX/XX/XXXX I Initiated a transfer of {$1000.00} into my chime checking account from my linked banking account, XXXX. At the time my Chime savings account had {$270.00}, and Chime checking account had {$370.00}. It usually takes 3 to 5 days to post on my Chime account. According to my XXXX records it posted on ( XX/XX/XXXX ) at approximately XXXX eastern time zone. This deposit brought my total checking to {$1300.00} plus {$270.00} in savings for a total {$1600.00} available in funds in my chime account. On XX/XX/XXXX I tried to send my wife {$1000.00} to her chime account but my account had a limitation on my funds, and I could not send her any amount of money. \nOn XX/XX/XXXX I called chime to see why my funds were frozen. I spoke with a girl, and she referred me to chime/support chat where I was told by email. \n\nHi XXXX, We discovered that your account violates Chimes member agreement and internal policies. \n\nTo potentially access any remaining funds, please reply to this message and attach the items below : To verify your identity and the validity of the deposits made in your account, please provide the following items : Government-issued photo ID, such as a drivers license or state ID card ( front and back ). \nA secondary ID ( i.e., passport or signed Social Security card ) - or - proof of address ( i.e., full page of a utility bill dated within the last 60 days ). \nA selfie of you holding an ID document and a piece of paper with your name and today 's date written on it. \nWritten explanation Tell us the origin and intended purpose of the funds deposited. \nDocumentation to support your written explanation such as : Receipts, invoices, pay stubs, work orders, bank statements, receipts for cashed checks, etc. \n\nFor account security, please upload attachments using this generated secure link : https : XXXX. This link accepts XXXX attachments at a time. Documents must be in JPG, PDF, RTF, TIFF, PNG or HEIC format. We dont accept XXXX XXXX Files or other document formats. We may request additional items after the initial review. \n\n\nTo upload documents via the secure link : 1. Click on the link provided in this email, then click Add an Image.\n\n2. Select up to 10 images to upload and click Submit. Once submitted, well look at the documents and get back to you as soon as possible. \n3. If the link has expired after an hour, you can regenerate the link by clicking Send me a new link and looking for another email with the new link. \n\nContact us again if you have additional questions. \n\nThanks, XXXX | Chime XXXX XXXX I uploaded a selfie of me holding my drivers license with a sheet of paper with my name and date written on it. A picture of social security card, A PDF of my latest bank statement, A picture of Written explanation of the origin of the deposit. which came from my bank. After waiting a few hours to see if my funds were unfrozen, since I uploaded everything that was asked of me, my account was still frozen. So, I called XXXX again and spoke with XXXX at XXXX XXXX eastern time zone. I was somewhat agitated by this time especially after this guy could not help me. I asked for the case number for our call. After much hesitation he told me the ticket number was ( XXXX ). On XX/XX/XXXX my account was closed, and I could no longer log into my chime account with my phone. So, I emailed Chime and got the same list of things I needed to upload to chime to prove who I was. I drove to my hometown bank XXXX and showed the teller the emails between chime and me. The teller printed out a detailed activity report of the transactions on my account. She highlighted the {$1000.00} transfer to stride which is chime. I get back home and start the upload process. I uploaded a picture of me holding my drivers license with a sheet of paper with my name and date written on it along with my social security card. A picture of my electric bill with my name and address on it. A picture of the documents that my bank printed out for me, showing the detailed transactions on my account. On XX/XX/XXXX chime says : XXXX XXXX, Thank you for reaching out to Chime XXXX Services. Hoping you and your loved ones are having a great week and staying safe. We sincerely apologize for the delay in the response, as we're experiencing a high volume of contacts at the moment. \n\nWe definitely understand the importance of having access to this feature for you and the importance of having access to your funds at your own convenience. \n\nPlease take it as a consideration that this is not intending to place a value on your experience, rather it emphasizes our commitment to you as our valued member. Chime has identified activity on your account that is not in compliance with its internal policies and the member agreement executed at enrollment. If there is any account balance due to you, a check will be mailed to the address on file within 30 days. \n\nWeve identified activity on your account that does not comply with the terms of Chime 's Deposit Account Agreement. Your account has already been closed on XX/XX/XXXX. If you would like to appeal this decision, please contact us at XXXX. \n\nWe're bound to be abide by certain norms, regulated by Chime Member Security Policy Guidelines to prevent any of Member 's Account from Fraudulent or Suspicious Activity. It also includes making Chime more Safe and Secure for our Members, their Funds and their Account Details to be averted from any kind of unknown/unauthorized activity. We understand this is not ideal, but please know that your trust and security are our top priority. \n\nLastly, kindly confirm to us whether your concern was addressed and your issue was resolved or not or if you've other issues/concerns, by replying to this email thread so that we can take further action without any delay. \n\nWe appreciate you bringing this to our attention and we hope you find this information useful. Have a great day and stay safe! \n\nKind Regards, XXXX l Chime Member Services So, I wait and dont email chime anymore because I think I will get a check in the amount of -- -- -- - {$1600.00} well its XX/XX/XXXX and still nothing I emailed them several times with all the information I provided in this complaint, and this is what they respond with. \n\n\n\nHi XXXX, Thank you for reaching out. We apologize again for the inconvenience this may have caused. \n\nAfter a recent review of your account, weve found that it does not comply with the terms of the Deposit Account Agreement. Your account has been closed by Chime and is not eligible for a refund. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \n\nWe regret any inconvenience this may have caused. Please let us know if we can assist you further or give us a call at XXXX. \n\nXXXX | XXXX XXXX XXXX XXXX XXXX, For security reasons, Chime is unable to share more information about the account closure. We're also unable to review whether your account can be re-enabled or refunded until we receive valid documents verifying the deposits. \n\nTo help us validate the deposits, please contact the source of the funds to verify them as the source of the deposits and yourself as the intended recipient. In the meantime, I invite you to review the Chime Deposit Account Agreement. \n\nIf you have further questions, please respond to this message or give us a call at XXXX. \n\nThanks, XXXX | XXXX XXXX XXXX Chime keeps giving me the run around and never explains how my account violated their deposit agreement. I did not do anything fraudulently or shady to have my account closed and funds taken. I just want my {$1600.00}. I feel like I was stolen from. \n\nThank you. \nXXXX XXXX","date_sent_to_company":"2023-06-12T08:03:44.000Z","issue":"Closing an account","sub_product":"Other banking product or service","zip_code":"313XX","tags":null,"has_narrative":true,"complaint_id":"7103334","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-06-12T07:53:42.000Z","state":"GA","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["We definitely understand the importance of having <em>access</em> to this feature for you and the importance of having <em>access</em> to your funds at your own convenience. \n\nPlease take it as a consideration that this is not intending to place a value on your experience, rather it emphasizes our commitment to you as our valued member. Chime has identified activity on your account that is not in compliance with its internal <em>policies</em> and the member agreement executed at enrollment."]},"sort":[10.89354,"7103334"]},{"_index":"complaint-public-v1","_id":"2535306","_score":10.695362,"_source":{"product":"Debt collection","complaint_what_happened":"Since XX/XX/XXXX, we received collection calls from Oak Ridge Direct Solutions in XXXX, NY for XXXX. We have repeatedly told the company that she does not live here. They did not stop calling and sometimes called three to four times a week with real people and robo calls. The company has a blocked number that does not show up on our call logs from XXXX but is evidenced by our caller id as coming from XXXX XXXX The number shows as XXXX. <P/>On XX/XX/XXXX at XXXX, we received yet another call from the company as evidence by my caller ID. It was a robo call and again asked for XXXX. I listened to the call and called the company back. My call was answered by an employee named XXXX. My first question was, what do I have to do to make you stop calling. He replied that he would not stop calling. Then XXXX said something about XXXX and I said that I was not XXXX. He then asked who I was and I identified myself. He then rattled off my husbands name, address, age and social security number. When he said my husbands social security number and age, I was flabbergasted and scared. I immediately asked him if it was us or XXXX that he was calling for but could not get a word in edgewise. He started yelling and saying to have my lawyer call and he couldnt talk to me. He stated some statute or other and hung up. I called back several times to say who was the name on the debt collection because of him having my husbands social security number and age upset me very much. He kept hanging up on me and would not answer ; which finally I cursed him but he hung up. He did say that the calls were being recorded and I hope for my sake they were. I was never given the company name and address or any other information. <P/>I called the next day and spoke to a woman employee of the company and told her what had happened the day before with XXXX. She said that she would bring this to her managers attention. <P/>Needless to say this does nothing to reassure me about XXXX having my husbands information, especially my husbands social security number. I do realize that these types of companies have access to this information, however, I can take a real good guess that it is against the law under the New York Fair Debt Collection Practices Act of XXXX and they are not permitted to research peoples information that have nothing to do with a debt that they are handling. <P/>I am also sure it is against the law to give me my husbands social security number since he may not have wanted me to have it and XXXX had no permission otherwise. <P/>Now, XXXX, as their employee, has caused us untold XXXX and emotional distress ; not to mention the harassment that we have suffered for the past 16 months as he was the major caller to us. I suffer from XXXX and this has made things harder for me since XXXX has pulled my husbands social security number which caused intentional infliction of emotional distress. I am sure that my reaction does not surprise or astonish you in this day and age of so much fraud that is ruining peoples lives. <P/>On my end, I immediately put a fraud alert on mine and my husbands credit report and immediately signed up for the only membership in XXXX that we could afford ; which is now putting an extra expense on my budget since both my husband and I are on XXXX XXXX XXXX. <P/>In my letter to the company dated XX/XX/XXXX, sent regular and certified mail, I put them on notice that their recordings of my conversations are to be preserved as evidence in case of future litigation. The New York XXXX Court, in XXXX v XXXX XXXX XXXX XXXX ruled that \" [ o ] nce a party reasonably anticipates litigation, it must suspend its routine document retention/destruction policy and put in place a litigation hold '' to preserve evidence. Also, Im going to guess again that under the Fair Debt Collection Practices Act of XXXX, it is against the law that if they have litigation pending against this XXXX, that they should not be calling her in the first place. <P/>The company has not responded but according to the United States Postal Service, the letter was delivered on XX/XX/XXXX. <P/>Under the New York Fair Debt Collection Practices Act of XXXX, if a debt collector is found to have violated the FDCPA, the consumer is entitled to receive {$1000.00} in statutory damages, plus any actual damages that they have suffered, including emotional distress. I am considering litigation towards this company. <P/>What are our rights for compensation under your statute for not only the scare of illegally obtaining my husbands social security number but the stress that this whole thing has put us under as well as the financial expense it is now causing us?","date_sent_to_company":"2017-06-18T14:31:17.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"175XX","tags":"Older American","has_narrative":true,"complaint_id":"2535306","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"Oakridge Direct Solutions Inc.","date_received":"2017-06-18T13:39:31.000Z","state":"PA","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["<P/>Needless to say this does nothing to reassure me about XXXX having my husbands information, <em>especially</em> my husbands social <em>security</em> number. I do realize that these types of companies have <em>access</em> to this information, however, I can take a real good guess that it is against the law under the New York Fair Debt Collection Practices Act of XXXX and they are not permitted to research peoples information that have nothing to do with a debt that they are handling."]},"sort":[10.695362,"2535306"]},{"_index":"complaint-public-v1","_id":"7969794","_score":10.556863,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am a XXXX  XXXX veteran and nearly twenty ( 20 ) years loyal member of USAA Federal Savings Bank. After the forcible sale of our home, my teenage daughter and I planned a new beginning ; utilizing my share of the proceeds, {$51000.00} ; I had wire transfer to my USAA checking account on XX/XX/XXXX, XXXX. [ We also had our XXXX XXXX XXXXXXXX Benefit directly deposited to this account as well, for a number of years. In XXXX, XXXX, we had to vacate our home and temporarily moved into a hotel. This is when I discovered more than half our funds were missing or stolen. \n\nFor a few months, on and off, before and after the wire transfer to my checking account, I had been experiencing constant problems with my cell phones and home internet. [ missing/stolen sim card ; virus, no or slow wifi nor mobile data, errors, and going unnoticed for a few months, fake apps on my phone replacing real ones like XXXX XXXX XXXX XXXXXXXX XXXX no notifications, phone calls forwarded ; complaints I was not answering my phone ; I replaced my cellphone at least 4 or 5 times, all my settings, undone shortly after I fix errors ] ; I was unaware hackers had remote access to my phones and online financial accounts. Before this crime happened to us, I had very little knowledge new technology, internet, and its abilities and advance features which could be abused to damage lives and financial crimes. \n\nI contacted USAA and still no access to my mobile nor online banking, I did not yet have a visual depiction of the transactions ; and the same night, my hotel room was broken into, and my extra set of vehicle remote key and debit cards from other checking accounts were stolen [ i filed a police report ]. It also was the beginning of two months of harassment, stalking by a group of individuals in various vehicles; breaking into and stealing items and documents from my vehicle ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX and actions we believed by the fraudsters or preparators whole stole our funds; were intimating us into not reporting the crimes. We notified USAA of our fear for our safety, and requested the bank not close our debit card [ the USAA account and debit card was our only access to funds ] until we found a safe haven ; USAA agreed at least three times as we switched hotels at least four times for our security/safety. USAA [ Later the bank used our continued use of the cards during the fraud, as reason to deny many of our claims ] was aware of the ongoing fraud, and that it would continue until the debit cards were closed. We changed debit cards at least four times ; until eventually we relocated from the state of XXXX XXXX XXXX; hoping to live out of the reach of the XXXX XXXX, who followed us everywhere, especially atms, gas stations, department stores, etc. \n\nAfter finally gaining access to my USAA mobile and online banking, I learned the funds were mostly withdrawn through XXXX XXXX [ over XXXX transactions ] and fraudsters also made over 200 atm/debit withdrawals/purchases as well as false checks for cash over a two ( 2 ) month period. I contacted XXXX XXXX and as requested, XXXX XXXX closed the fraudulent account the hackers had made in my name, and attempted to recoup my funds ; however, after a few refunds, the recipients closed their XXXX XXXX accounts. \n\nUSAAs computer system was unable to process the XXXX transactions as XXXX claim/dispute ; it was a daunting process, with many telephonic reporting problems, and the XXXX or more transactions were divided into multiple claims of XXXX transactions per claim. USAA granted us provisional credit in the initial XXXX XXXX claims totaling maybe {$15000.00} of the {$55000.00} stolen funds over the fraud period of XX/XX/XXXX XXXX XXXX. However, when we filed for the remaining XXXX XXXX XXXX transactions USAA fail to process and the atm/debit card purchases and withdrawals as well as hot checks ; the bank took another XXXX months [ initial claims filed in XXXX ] before granting us a provisional credit of {$25000.00} in XXXX, XXXX ; yet USAA restricted our access XXXX these funds for weeks ; freezing the debit card and on/off limited transfers. Meanwhile, the five to nearly six months waiting for the bank to complete and make a decision on our claims/dispute, I was unable to pay creditors ; three months past due auto loan, auto insurance, and the storage facility containing all our personal and household property. For a brief period, of maybe three days, USAA lifted the restrictions on my checking account, and I immediately made 3 ACH payments to these three creditors, and adhering to USAA security representative, I open a physical/local bank, and wired {$10000.00} from my USAA checking account into XXXX XXXX  XXXX which was a nightmare, XXXX XXXX particularly accused me of fraud and denied me access to the wire for nearly three months ]. The very same day, USAA rescinded the provisional credit of {$25000.00} ; placing my checking account into a negative balance of over {$11000.00}. USAA also demanded the money I wired to XXXX XXXX  [ {$10000.00} ] be returned ; I informed them the other bank was holding the funds. USAA keep the account opened long enough to garnished two months of our XXXX XXXX XXXX benefits directly deposited into the checking account ; did not honored the thee ( 3 ) ACH transactions ; and in XX/XX/XXXX, informed me the bank will no longer do business with us; closing my checking account. \n\nWe ran out of money for hotels, my fixed income, XXXX XXXXXXXX check could not cover the current expenses and past due balances ; as a result, the finance company did a write off on my vehicle [ like a repossession [ ; the auto insurance company canceled our auto policy [ one month before the vehicle was involved in a auto collision which totaled the vehicle ] ; and the storage facility auctioned off all our possessions of 34 years of our property from our home ; we lost everything. \n\nI tried for months pleading with USAA to reverse its negative findings of our claims ; the bank insisted that the remaining XXXX XXXX and debit card transactions were not fraudulent ; despite the bank notifying me that in XXXX after USAA grant the {>= $1,000,000} provisional credit into my checking account, a third unknown party was attempting to remotely access my USAA account from XXXX, and we were in XXXX. The security, fraud and identity theft departments, would not accept that the fraudsters were using other cybernet methods to steal our funds, such a skimming, scanning device, mini camera and trackers in my vehicle, which they had accessed unto due to my stolen vehicle keys, and other ways I later learned how they gained access to my debit card information and pin despite changing the debit card four times.They never stop following and stalking us; stealing my sim cards, breaking into our new hotels rooms, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I called XXXX countless times, and made several police reports, and XXXX XXXX offered for USAA to contact them, so XXXX XXXX could speak on our behalf. USAA refused. \n\nAt the end, my XXXX  XXXX  and I lost everything we owned and are now homeless. Even with the {$10000.00}, too late we battled for months to regain from XXXX XXXX  ; we, sporadically received at different periods over a six month period of the fraud investigation, still only received approximately half of our lost funds. I fell into a grave XXXX and had to be hospitalized as an inpatient for a few different periods of time; sleeping on the ground ; going house to house living with strangers and when I can afford, staying at cheap hotels ; with no transportation. My daughter is now living with my XXXX XXXX husband ; the separation from my XXXX  is unbearable. \n\nThe crime devastated our lives ; and directly led to our homelessness, as well as loss of all our personal and household goods. The stolen funds and USAAs unfavorable findings were quite unexpected and triggered debilitating mental agonish, pain and suffering ; as a result, I underwent various periods of inpatient hospitalization and XXXX  ; treatment for major XXXX and severe XXXX. \n\nUSAA, one of the largest banks in the country, in the care of a XXXX year member of its bank, published and inherited the responsibility of protecting its members from fraud and identity theft. The bank failed to exhaust every measure to stop the fraud from its beginning and refused to accept responsibility for the grave financial loss by refunding the funds stolen from my checking account after the funds were wired into my account. In past times, USAA froze my debit card after its security and fraud prevention program detected suspicious activity on the linked checking account. USAA allowed over 400 fraudulent transactions over a two month period without making an effort to stop this unusual activity ; especially after the large sum of over {$51000.00} was recently deposited into my checking account. The bank could mail a letter or simply freeze the debit card until the bank contacted me to confirm whether these were my transactions. Also, the bank did not fully honor its XXXX XXXX XXXX ; an assurance that its members would not suffer the financial loss due to fraud. If USAA would have promptly detected the fraud within a reasonable amount of time, the damage could have been prevented or lessened. \n\nI contacted USAA countless occasions to appeal their unfavorable decision ; and refund us the remaining provisional credit the bank rescinded in XXXX, XXXX of XXXX ; reimbursement of XXXX benefits stolen in the fraud about {$4000.00}, and the garnished XXXX of {$2000.00} ; a total of approximately {$17000.00}. [ {$16000.00} less than the funds stolen in fraud ]. \n\nMuch less than the amount I request sue USAA bank for : USAA has caused us lost of our cash funds/non refunded fraud : approximately {$33000.00} ; vehicle : {$26000.00} : property lost in storage : XXXX : past due XXXX XXXX : {$5000.00} and for the pain and suffering/homeless/mental anguish : at least {$50000.00} - {$100000.00}. A total of between {$140000.00} - {$200000.00}. \n\nI appeal USAA claims and disputes findings for the following reasons : Findings Are Not Accurate : [ Multiple Duplicate Claims ; Use of Debit Card After Fraud ; etc. ] Claim is Incomplete : Missing/Unprocessed Transactions/Refunds USAA Agreed to Delay Cancellation of My Debit Card ( s ) Due to Distress After We Spoke and Identified the Fraud USAA Failed to Conduct a Thorough and Unbiased Investigation and Refused to Consider/Ruled Out Other Fraudsters Cybernet Methods Used to Steal My Information ; Access My Online Accounts ; and Hack Into My Cell Phones USAA Banks Security and Fraud Prevention Departments Failed to Do Due Diligence to Promptly Stop the Fraud and Identity Theft and Exhaust Every Measure To Notify Me of the Highly Suspicious Activity of My Checking Account USAA Denied Claims that Were Part of Previous Claims the Bank Resolved in My Favor/Found Fraudulent USAA Failed to Honor The Banks Zero Liability Policy for Members Victimized by Fraud and Unauthorized Use of Their Debit Cards While in XXXX, XXXX, where the crimes occurred , I filed various police reports for Breaking Into our Hotel Rooms [ one report filed in nearby town of XXXX XXXX, XXXX  ; stealing our my vehicle keyless remote/and start engine remote ; vehicles following /stalking us everywhere [ two days are so in a new hotel, they hacked into my XXXX  and find us ] ; filed for fraud and identity theft [ XXXX Police Department now claim they do not have the report XXXX XXXX and other agencies I sought help in XXXX, made it clear they did not want to be involved especially due to these group of individuals were likely a violent street gang ] ; also filed vandalism/criminal mischief of my vehicle where they stuffed chocolate bars in my vehicles gas tank ; i believe in an effort to prevent us from leaving the state of XXXX, and I made numerous XXXX calls during the two to three months of severe harassment and terrorizing. I recently refiled the police report in XXXX  who will assistance XXXX in XXXX, because I do not feel safe returning to XXXX  to file in person. \nI also filed an identity theft report with Federal Trade Commission ; a complaint with ICE/FBI ; initiated a new investigation with XXXX XXXX ; and filed an appeal with USAA. I also move to different locations to stay safe ; as I informed USAA in XXXX, I believed the stalkers somehow found us in XXXX. With the refunding of our money, we will not find a secure resident far away from these individuals who will do violence to avoid prosecution for their crimes against us.","date_sent_to_company":"2023-12-08T11:23:08.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"71603","tags":"Servicemember","has_narrative":true,"complaint_id":"7969794","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2023-12-08T10:12:35.000Z","state":"AR","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["My Online Accounts ; and Hack Into My Cell Phones USAA Banks <em>Security</em> and Fraud Prevention Departments Failed to Do Due Diligence to Promptly Stop the Fraud and Identity Theft and Exhaust Every Measure To Notify Me of the Highly Suspicious Activity of My Checking Account USAA Denied Claims that Were Part of Previous Claims the Bank Resolved in My Favor/<em>Found</em> Fraudulent USAA Failed to Honor The Banks Zero Liability <em>Policy</em> for Members Victimized by Fraud and Unauthorized Use of Their Debit Cards While"]},"sort":[10.556863,"7969794"]},{"_index":"complaint-public-v1","_id":"3828725","_score":9.963643,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX, I applied for a NFCU account and an auto loan which got approved. I linked my XXXX account and deposited {$40.00} in my account. After the deposit was accepted, my NFCU account displayed - {$5.00}. While I found it odd, I saw this as a clerical or app error that would sort itself out. \n\nShortly after, I lost account access. Again thinking this was an error with the NFCU app, I didnt think anything about it. On XX/XX/XXXX, I spoke to XXXX from the loan department who gave me pertinent details related to my auto loan. The check never came and my account was still locked out so, I called NFCU and got transferred to the securities department. \n\nThe advisor wasnt able to provide me with any helpful information and only provided a link to file an appeal to XXXX and provide my drivers license and a piece of mail with my name/address. No other information was provided about how this sensitive information should be ingested. No call-outs about special handling of NFCUs email system. I sent the appeal form and the attachments on XX/XX/XXXX at XXXX PST via confidential mode and received an automated response. \nI waited the 15 business days despite the fact that Im in dire need of transportation during a global pandemic. I patientlly waited 15 business days despite the fact that I havent been able to make necessary medical appointments. I checked both my NFCU account and email - nothing changed. I did receive my NFCU bank card though, which Im unable to use. \n\nToday, XX/XX/XXXX, on the 15th business day, I called NFCU again and spoke to XXXX. I explained the situation. XXXX asked if anyone from NFCU reached out to me since then. I said not one person. If Id received an email and asked that I check my SPAM. I explained, besides an automated response from their automated messages and the Agent Signer response on XX/XX/XXXX - Id heard nothing. Not a call, email, no contact whatsoever. In fact, the only time that Ive communicated with a NFCU representative is when Ive had to contact NFCU directly. XXXX transferred me to the securities department where I spoke with XXXX. \n\nXXXX was not only rude, condescending, unprofessional, but used several micro-aggressions while communicating with me. Saying things like : I dont know what you want me to do about that. \nDo you want to answer my question? \nIf youre going to be aggressive then I can place you back in queue. \n\nIts unclear why XXXX continued to speak to me with this disgusting attitude and smug responses and expected a positive response. Between XXXX verbal jabs and incessant unprofessionalism, XXXX managed to provide information that contradicted my call with the initial securities representative on XX/XX/XXXX. XXXX said while NFCU received the email, it sat in their queue, never having actually created a case. When I asked why would a NFCU advisor purposefully see an email that needed actioning and do nothing about it. He said Well, you sent a confidential email. \n\nI said, Im providing sensitive information via email, I sent it confidentially with two people on BCC who had no issues opening the attachments. He simply responded with I dont know what to tell you, we couldnt open your case because we couldnt open your attachment. \n\nI explained that this was not the information that I was provided on XX/XX/XXXX and This expectation was not set by the first NFCU advisor and this shouldnt be a reason to penalize me when the information was sent/received. If theres an issue, a NFCU member could simply respond asking for this information. This in my opinion, is bare minimum steps to take to resolve a member or customer issue regardless of the business industry. Especially if this isnt information isnt readily available to anyone outside of the company.\n\nWhen I asked to speak to a manager or team lead, XXXX flat out refused. I asked if I could speak to another member of his team and he refused to answer. Instead, he responded, do you want to be thrown to the back of the queue ( a queue that has a 35 min minimum wait ) and while I was mid-sentence, XXXX did just that - threw me in the queue.\n\nI sat on hold for another 30 mins until I spoke to XXXX. I explained my dissatisfaction with the previous representative, wanted to speak to someone from management, and assured him that I did everything I was told to comply with NFCU guidelines. I asked if it was standard practice for NFCU to handle issues in this manner. To notice theres an issue and not contact the member to help usher along the problem. He confirmed by saying : Youre talking about what you want to happen and Im talking about policy. If you dont want to wait another 15 days, no one told you to send your email confidentially and had you called us earlier you would have known that. \n\nIm unsure why this representative continued to place blame on me for not being aware of NFCUs internal knowledge regarding their system and how it ingests confidential information. When I asked him to help me locate this information in the policy, he began to treat me with the same disposition as XXXX. \n\nI called again and spoke to XXXX and asked for a securities supervisor. XXXX placed me on hold for 44 minutes. When the hold was up, I was prompted to a survey without ever speaking to to anyone. \n\nNot only does the appeal form NOT include this information, but theres no policy or notice on NFCU that explains the sensitivities of their internal email systems. Its inconsistent with their practices if this is the case. When theres an automated email, theres a disclosure or notice that tells customers not to reply as this isnt a means for communication. How is it up to the military member to know this information if the employees paid by NFCU dont provide it? \n\nWith COVID and XXXX injustices that our country is facing, its astonishing how NFCU is still using pre-COVID business practices and how some NFCU advisors are  callous, unprofessional, and down right disgusting. Theres absolutely no empathy or understanding or one-off exceptions even when its the NFCU employees who neglected to provide this information. \n\nIf this issue is a security issue, theres more modern ways to safeguard accounts without blocking members entirely. NFCU simply cuts off the account with no notice, no contact, and leaves it up to the veteran/military member/family to notice and contact. A member who could be overseas protecting this country and limited time to resolve these matters. \n\nUpdated practices such as email/text alerts, 2-step verification, etc. Many financial institutions reach out with Did you make this change, Did you make this purchase before cancelling it out. Despite the aforementioned, I find it extremely disturbing that a company centered around military members, go out of their way to treat military members grossly and unprofessionally. Im asking for my bank account to be resolved so that I can purchase a car during this pandemic. \n\nIf NFCU suspects fraud, why would a member send personal/sensitive information in an unsecured manner? If someone is indeed using their account, how helpful is it for a person to send sensitive information via email and then hold members responsible for wanting to protect the very information NFCU thinks is fraudulent?","date_sent_to_company":"2020-09-03T17:55:11.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"95112","tags":"Servicemember","has_narrative":true,"complaint_id":"3828725","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2020-09-03T16:30:33.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["While I <em>found</em> it odd, I saw this as a clerical or app error that would sort itself out. \n\nShortly after, I lost account <em>access</em>. Again thinking this was an error with the NFCU app, I didnt think anything about it. On XX/XX/XXXX, I spoke to XXXX from the loan department who gave me pertinent details related to my auto loan. The check never came and my account was still locked out so, I called NFCU and got transferred to the <em>securities</em> department."]},"sort":[9.963643,"3828725"]},{"_index":"complaint-public-v1","_id":"10910611","_score":9.733181,"_source":{"product":"Checking or savings account","complaint_what_happened":"My wife and I have had a savings account with Barclays Savings Bank ( online, with a postal address of XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX ) since XXXX. We established the account the year I retired. The account was where we would try to save, from a modest pension, cash for our everyday needs. We wanted not to have to tap our IRA retirement funds until later in our retirements. Our savings in the account have varied over the years. \n\nSince late XXXX, however, we have been unable to access our account. I have, numerous times, contacted Barclays by phone, explained the problem, and was assured the problem would soon be solved. But now, nearly a month later, we still dont have access to our account. We cant even access our account to view monthly statements, let alone make transfers. \n\nThis has been difficult for us. We have substantial bills due in XXXX, and we needed, unexpectedly, to purchase a new car this month due to an accident. We were depending on our cash reserves in the Barclays account to get us through this difficult stretch. Instead, we had to draw on our IRA funds. \n\nFor an established customer to be unable to withdraw funds from his account is simply not acceptable. It speaks of a bank in trouble, which is disconcerting. \n\nBelow, I provide a more detailed description of what happened to lead us to file this complaint. \n\n\nDetails of interaction with Barclays Savings Bank My wife and I have, annually, substantial bills due in XXXX ( property tax, car insurance, homeowners insurance, winter fuel, and we usually start our yearly charitable donations then. ) And this year ( XXXX ), we needed, unexpectedly, to purchase a new car due to an accident. As noted above, we were depending on our cash reserves in the Barclays account to get us through this difficult stretch. \n\nBut when I went online in XXXX to check our savings balance, I found I was unable to access the account using my usual log-in name and password. I thought it odd. I had never before had problems logging in. I thought there must have been some glitch in the Barclays computer system, and I would wait a day or two and try again. But I encountered the same problem when I tried several days later to log on. \n\nI called customer service at Barclays and was told they were combining their Barclays Savings and Barclays Credit Card databases and were having problems getting numerous accounts merged ( we have had a second Barclays account, a credit card account, since XXXX ). They said they hoped to have the problems solved shortly. They could not give a specific date, but the representative I spoke with suggested that if I hadnt heard back from them, I should periodically try accessing our online savings account, because it might be difficult for them to get back to everyone who reported a problem. I did as suggested, trying numerous times to log in to our account. But there was no change. The problem with not being able to access our savings account wasnt fixed. \n\nI called Barclays XXXX XXXX and asked to speak with a representative for an update on the account access problem. I was told problems continued with the merging of accounts. They said they also needed some additional information from me because my name was different on two different pieces of identification. I said that I use my middle name rather than my first name to identify myself. I have done this all my life, as I was given the same name as my father and I wanted to have a different name. This has, over the years, caused some problems. Sometimes the convention of first name, middle initial, last name is required, especially on government documents, and my name gets changed from [ XXXX XXXX XXXX  ] to [ XXXX XXXX. XXXX ]. Barclays asked that I provide them with a copy of my drivers license, which I did. I was told it would take a few more days to straighten things out. I explained we were getting a new car, and I wanted to set up monthly payments from our Barclays savings account to pay for the car. The representative with whom I was speaking said they could set up the payments for us, without our having to access the account. They asked for more documents, which I provided. I thought we were set. We had found a work-around while the database problem was being worked on. I was given a ticket number to reference if I needed to call again. Meanwhile, the monthly car payments would be set up. \n\nA few days later, however, I received an email, identified as coming from Barclays, saying they needed more information to set up the payments. Once they had that information, the payments could start. I balked ; I had already sent the information they had originally requested, and the new request was for not only both sides of my drivers license, but also for a recent monthly statement from my local bank. I was surprised, because Barclays has a policy that prohibits asking, in an email, for a customers Social Security number, bank account information, or credit card data. Barclays will never ask for that information through an email, it states. When I called and asked why they needed these documents, they backed off and said they could do the identity check they needed by making a nominal transfer to my home bank account, which would then be withdrawn and sent back to them. I agreed to the process. It occurred, successfully, and I thought we were set. \n\nWe werent. Not only did I still have no online access to our savings account, I received no confirmation that the car payments had been set up. I called Barclays, and was put on hold for XXXX minutes while a representative looked up the ticket number I had given her. When she returned, she said that my case was still being addressed. No payments had been set up. I asked for a call-back from a superior. The representative said she would pass on my request, and she gave me a new ticket number for reference. \n\nSeveral days later ( XXXX XXXX ), I received an email from Barclays that they had been trying to reach me by phone, but unfortunately, we have not been successful. They gave me a new ticket number, asked that I call the Barclays Customer Care department, and someone there would help me. \n\nAgain, I was suspicious about being contacted by email ; no message had been left on our phone saying Barclays had tried to call us. So I called Barclays on XXXX XXXX and was told they would notify us when necessary changes had been made and we could access our account. We never received any such notification. \n\nAfter checking ( through trying to log on to our savings account ) to make sure that we still hadnt been given access to our savings account -- we hadnt -- I made one more call to Barclays on Friday, XXXX XXXX, providing the latest ticket number and asking for an update. The representative said they had received documents from us and then asked how I wanted to have my name listed on the savings account. After having provided this information numerous times before, I said I wanted the name on the savings account to be what it has been. I asked if the access problem had been solved ; the representative said she had no new information about that. I said I was very disappointed with Barclays in not being able to guarantee something as basic as providing a customer with access to his savings. \n\nThat is where things stand now. I continue going on line periodically and checking to see if I can log in to our savings account, but so far, no success. No bank should treat customers in the way weve been treated. We have had this account since XX/XX/XXXX. For an established customer to be unable to withdraw funds from his account is simply not acceptable. It speaks of a bank in trouble, which is very disconcerting.","date_sent_to_company":"2024-11-23T20:46:04.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"056XX","tags":"Older American","has_narrative":true,"complaint_id":"10910611","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2024-11-23T20:00:18.000Z","state":"VT","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":["I was surprised, because Barclays has a <em>policy</em> that prohibits asking, in an email, for a customers Social <em>Security</em> number, bank account information, or credit card data. Barclays will never ask for that information through an email, it states. When I called and asked why they needed these documents, they backed off and said they could do the identity check they needed by making a nominal transfer to my home bank account, which would then be withdrawn and sent back to them."]},"sort":[9.733181,"10910611"]},{"_index":"complaint-public-v1","_id":"7116986","_score":9.539254,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, my wife and I went to a local chase branch located at XXXX XXXX XXXX in XXXX XXXX to open a joint checking and savings account. The account opening process went as normal. We provided required documents to verify our identities, including our marriage certificate and social security card which was necessary to prove my wife 's name change. \n\nWe deposited XXXX checks amounting to {$1300.00} and {$230.00} in cash totalling {$1500.00} and then left. We were not given a deposit receipt, however, the amount was read as {$1600.00} despite me putting the correct amount on the deposit slip which I can not download or attach unfortunately. That amount was adjusted on XX/XX/XXXX according to my bank account. I am not certain if this is what caused the situation at hand but this was not to doing, but Chase 's. \n\nOn XX/XX/XXXX my credit card was frozen and I had to call and, successfully, unlock my online account and card as they were attempting to verify that I had in fact moved and made the purchases I've been making. So at this point Chase had two forms of affirmative documentation of my move. One verbal through their credit card team, and one physical through my account opening and proof of residence. \n\nOn XX/XX/XXXX I, again, tried to access my online portal only to be met with a notification that my account was locked. I had no documents or correspondence from Chase indicating that this action had been taken nor would I receive any correspondence from them until the following day which advised my account was restricted and that I could find out more information by logging in, which I could not do because they locked access to my online account as well. \n\nI called multiple times throughout the day and was on XXXX minute phone calls before a rep would ultimately advise they need to transfer me to another department. Finally after work, I got in touch with their deposit review team. They advised me that my account was frozen due to suspected fraud until they could review the validity of every single check I deposited. When I asked what about my account opening was suspicious, I was met with resistance from the operator and was given \" maybe '' the age of the checks, \" maybe '' the move, \" maybe '' the different names on the checks. I was never afforded a singular affirmative reason for the freeze. \n\nI was on the line with this rep for XXXX XXXX while he attempted to contact my relatives who all wrote these checks as a gift for our wedding. Again, our marriage certificate corroborates our recent union. And the different names would be explained by the wedding as well. Chase had access to all of this information and documentation themselves to verify. \n\nThe rep kept coming back to the line and advising me that my relatives either did not answer, or that the numbers they had in their registry were not active. I offered to provide their contact information but was told that the number had to match their internal registry. One of the numbers I was told did not match was my Aunt, who has had the same phone number for well over a decade. \n\nEventually the rep advised me that he had exhausted the list and that further review would be necessary. I expressed my frustrations with the policies, particularly as I was advised that I could not provide contact information and in addition to that, these family members could not reach out at their own convenience, but rather I had to call each of them and explain that I was being investigated by Chase for fraud and that they'd have to provide me with a date and time that they'd be available for Chase to call. In addition to that, I could not be given a specific number that chase would call from as I was told that the number could and would be different and that they also do not leave voicemails. In the age of fraud and scams, this is an extremely anti-consumer and dangerous practice which leaves many susceptible to ACTUAL fraud. \n\nThe rep told me that my opinion on the practice was not valid and that I was wrong and began talking over me. I escalated the call and spoke with a supervisor who attempted to help for a further hour to no avail aside from submitting a complaint regarding the behavior and actions of the rep before. During my time with her I was told if they could not validate the funds, which were already cashed at this point, the funds would be placed into suspense for up to 2 years and ultimately remitted to the state. None of my relatives were to be reimbursed, and I would not receive the funds. \n\nWe scheduled an appointment with a rep at the XXXX XXXX branch again who spoke with the fraud team, I was present for only a portion of the meeting but after calling my relatives once again to verify the validity of the checks and extensively checking my wife 's identification documents again, the account was unfrozen. The fraud department, after telling me twice from the two prior representatives \" found '' my aunts matching phone number and successfully verified her check. \n\nAfter at least 5 hours of total effort over multiple days, I still had not received any definitive explanation as to what prompted the account freeze. \n\nDespite all of this my online access was still revoked and I had to call yet again the following day to reinstate my access. \n\nFollowing all of this I simply wanted an official explanation from Chase as to why my accounts and online access were frozen not once, but twice. \n\nI went through tremendous time, energy, and embarrassment to prove my innocence in the matter. I do not feel I should have had to do the fraud department 's job for them, especially provided the fact that they had every document necessary to disprove the \" maybes '' I was given. The age of the checks and multiple names were explained by our wedding. And despite the age of the checks, which were around 45 days old, checks are negotiable for 90 days unless otherwise stated. And the move was already validated verbally by Chase 's credit card team and the proof of residence we submitted upon account opening in branch as well. \n\nI lost money from having to take time off from my job to resolve this, and I was not promptly notified of these actions taken by Chase. It was frozen since XX/XX/XXXX at least, potentially earlier. However I didn't receive any official correspondence, again, until XX/XX/XXXX via email. And never through mail. \n\nI was subjected to embarrassment from being forced to contact my family after our wedding and do the job of Chase 's fraud department for them to directly contact them, as opposed to contacting their financial institution and having them verify for each individual. I have never heard of practices like this. \n\nI believe that Chase will not provide an explanation for this freeze because it was unlawful and unfair. And I believe their policies and practices are unfair to consumers and dangerous to consumers as well. This was a gross overreach of power and I believe Chase held my money hostage simply because they could. And if I didn't have the flexibility and endurance to be able to accommodate their stone age policies, then my wife and I 's legitimate funds would have been taken by Chase and our accounts closed. They even placed my wife 's moving stipend, which was a direct deposit days after the opening, unrelated, and not even a check, into suspense which was thousands of dollars and also would have been subjected to the same seizure of funds as our checks in question.\n\nI have contacted the banker, the branch manager, and their executive complaint department asking for an official statement in writing as to why the freeze placed on my account was valid and lawful and was told they could not do so by each. \n\nI spoke with the executive complaint department XX/XX/XXXX and was told exactly, I quote \" we can not provide you with a written reason in writing [ for why the freeze was placed ] because if we do that for you, we would have to do that for everyone. '' Apparently the official stance by Chase is that telling people why they are suspicious about their account activity is too laborious to do for everyone, so they will do it for no one. However, they will force you to spend hours calling them and your entire family to prove you're not a fraudster and that your account is legitimate.","date_sent_to_company":"2023-06-14T22:05:08.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"708XX","tags":null,"has_narrative":true,"complaint_id":"7116986","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-06-14T21:04:02.000Z","state":"LA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The fraud department, after telling me twice from the two prior representatives \" <em>found</em> '' my aunts matching phone number and successfully verified her check. \n\nAfter at least 5 hours of total effort over multiple days, I still had not received any definitive explanation as to what prompted the account freeze. \n\nDespite all of this my online <em>access</em> was still revoked and I had to call yet again the following day to reinstate my <em>access</em>."]},"sort":[9.539254,"7116986"]},{"_index":"complaint-public-v1","_id":"3648948","_score":9.277672,"_source":{"product":"Checking or savings account","complaint_what_happened":"Complaint from XXXX XXXX XXXX XXXX submitted to the Consumer Financial Protection Bureau in regards to abuse of the Patriot Act/Bank Secrecy Act. \n\n\n\nMy wife and I have been member/customers of USAA for over 27 years. During the last week we have had a more than disappointing experience, that in fact the evidence thereof seems to show that USAA is abusing the Patriot ACT/Bank Secrecy ACT with members in a way that is unreasonable, intrusive, unnecessary, and violates privacy. We were however, very pleased to be introduced to The Consumer Financial Protection Bureau and your work to help members like us to hold accountable inappropriate banking behavior. \n\nIt was also interesting to see that this is not the first time you will have received a complaint about such violations by USAA, in view of your class action XXXX} XXXX settlement last year with USAA after dealing with the issue that USAA violated the Electronic Fund Transfer Act. \n\nOur Complaint Last week my wife attempted to use her USAA phone app for the purpose of transferring funds to one of our adult children. But, to her surprise, upon logging on to her app, she was prompted that she must answer questions about our Net Worth, Sources of Income and other privacy based questions not necessary for customer identification. Furthermore, she was told in writing that if you dont provide this private information within 3 visits you will be blocked from accessing your accounts, statements and effectively the ability to conduct personal banking of our private assets. \n\nEXHIBIT About a year ago, we experienced a fraud event with our USAA accounts, known as an account takeover. USAA worked to try and explain how after multiple conversations with USAA employees, the fraudsters were able to gain the answers to my wifes security questions, which even I cant answer. Fortunately, after the criminals had already withdrawn money from our daughters account, opened new accounts and credit cards we became aware and intervened. As you might expect, we worked directly with USAA to reconfigure all of our security protocols including new passwords, pins, security questions and adding 2 step verification to insure this never happened again. All of this enhanced security re-engineering would have been impossible if USAA did not believe at that time that they had reasonable confidence that they were in fact dealing with us their members. \n\nIn addition to the account takeover, we have also experienced multiple attempts by other fraudsters to impersonate USAA in electronic communications with very authentic presentations, but in each case we called USAA to report and identify the fraud attempts. \n\nAs you would expect, all of these experiences had made me and my wife quite sensitive to anything that came digitally with USAA branding but did not seem like them. Therefore when my wife got these required questions we were concerned about more fraud and called USAA on XX/XX/XXXX. \n\nXX/XX/XXXX : We first spoke with a USAA CSR about the questions to insure this was not fraud. To our surprise, the representative told us quite casually that these questions in fact did come from USAA and that we are required under the Patriot Act to answer them or USAA would unilaterally prevent us from accessing our accounts and funds. When I asked more questions on how such questions ( see screen shot exhibit below ) were necessary for customer identification after having already cleared verification she could not say and connected us to XXXX in the USAA Executive Resolutions Team. While waiting for XXXX to come on the line, I did a very quick cursory survey of the Patriot Act and the related Bank Secrecy Act as it applies to Anti-money Laundering and Customer Identification Programs required. Interestingly, it stated that institutions CIP ( Customer Identification Program ) programs are intended to enable the bank to form a reasonable belief that it knows the true identity of each customer. I learned that these CIP questions are applied under the act when customers open new accounts, apply for loans or perhaps apply for credit cards. Further that these questions as directed by the Bank Secrecy Act/Anti-Mondey Laundering Examination Manual ( see : XXXX : XXXX % XXXX % XXXX % XXXX XXXX call for : birthday address social security number drivers license When XXXX came on the line and we asked about these issues, he did not respond but asked for the opportunity to access and view our account. My wife, ironically, successfully answered all of XXXX  security questions to be verified. Apparently he considered that sufficient to reasonably believe that my wife was a true member/customer because he went on later to help make the funds transfer for my wife. To his credit, XXXX seemed to sincerely understand our frustration that we were being asked questions like this after 27 years of membership and not opening a new account or loan application. In an effort to help, he tried to use his system to see how my wife was sent these demanding questions in the first place. Ultimately he made a very interesting comment. In effect, XXXX said, that he did not see any data or information on his side which would normally be there to engage sending the questions to a member. He was at a loss to explain how that could be, but could not unequivocally say my wife was not under suspicion for the Patriot Act guidelines. Please note my wifes name does not appear on any federal XXXX watch lists nor has she received a warrant. \n\nXXXX then made the recommendation that to get the answers to our questions about USAAs intrusive questions we needed to talk to the MOET department on Monday XX/XX/XXXX. Further, he explained that the MOET group manages the Patriot Act compliance and operations for USAA. \n\n\nOn XX/XX/XXXX we called as instructed to the MOET department and were connected with XXXX. Once again XXXX verified us thru appropriate security questions which we happily answered without asking questions about our net worth, sources of income etc. We reviewed all of the above with XXXX including specific entries in the Bank Secrecy ACT/ Anti Money Laundering Examination Manual. \n\n\nIn addition to the points made to XXXX regarding appropriate CIP questions under the Patriot Act for new accounts or loans, we pointed out and asked why USAA was ignoring or apparently not in compliance with certain parts of the Examination Manual? Examples were : 1. On page 45 it states : The CIP is intended to enable the bank to form a reasonable belief that it knows the true identity of each customer.. With our enhanced security questions, new passwords, new pin numbers, and now 2 Step verification, we asked how could that not be reasonable belief we were a true customer? Furthermore, how could USAA possibly use, much less verify our identity as a customer based on estimated answers to questions like net worth, other sources of income etc.? \n2. As pointed out above, we have been member/customers of USAA for over 27 years with multiple accounts, services and children account holders. on page 46 of the Manual, it states that the Customer Identification Program rule applies to a customer. In the same paragraph it states : The definition of a customer also does not include an existing customer as long as the bank has a reasonable belief that it knows the customers true identity. In footnote 44 it goes on to explain : The bank may demonstrate that it knows an existing customers true identity by showing that before the issuance of the final CIP rule, it had comparable procedures in place to verify the identity of persons who had accounts with the ban as of XX/XX/XXXX. \n\nBy this definition, since my wife and I have been customers since XXXX and because USAA obviously accepted our verification / security questions for 6 years prior to XX/XX/XXXX, there is no reason that they can claim they need to know our net worth or other sources of income for the purpose of reasonable belief that we are customers. \n\n3. On Page 50 of the manual it addresses Adequate Customer Notice. It is interesting to note that the whole discussion and questions are connected to opening an account. My wife was was not opening a new account. This new account language is reinforced on page 47 of the manual with the addition of direct examples of appropriate identifying information. \n\nAll of those listed we have always been willing and have complied in sharing for security verification. BUT what is NOT found in this list on page 47 are the questions in the exhibit provided threatening blocked access of personal accounts if not answered.\n\n4. I also asked if based on required CIP record retention policy ( page 54 ) if there was an indication that my wife had been flagged as high risk. \n\n\nAt this point XXXX at the MOET department stated that he would need to refer us to his manager XXXX for these answers and in regards that these questions be waived for us in view of of all the above and our clear success in answering all identifying and security questions. XXXX went on to say that he & USAA took our complaint very seriously and we would hear back by the end of the day. I replied that we would be glad to wait until XXXX XXXX  before filing a complaint with the CFPB as a last resort for customer advocacy for privacy rights and intrusive questions outside the direction of the Bank Secrecy Act. \n\n\nAt approximately XXXX after NOT receiving the promised call from manager XXXX XXXX an attempt XXXX more time to reach resolution, we talked with XXXX XXXX the MOET group. XXXX reported that unfortunately her manager XXXX had left work for the day and we would not be able to talk to her until the next day XX/XX/XXXX. We voiced our dissatisfaction with this customer service failure and she then connected us to XXXX in the Executive Resolutions Team. XXXX carefully listened as we reviewed all the conversation above and the unanswered questions especially regarding the incongruity with the Bank Secrecy Act Examination Manual. Interestingly, XXXX response was that USAA is very conservative and always complies with federal regulations and that under the Patriot Act we are required to answer these questions regarding net worth, sources of income and other non identifying based questions. Even more surprising, XXXX stated to us, that USAA will be asking every member these same questions. \n\nAssuming that XXXX was correct in this assertion and if found to be true that these questions are at odds with Federal examination rules, it would seem to imply that all USAA members could potentially be considered included in a a class action response. \n\nAt the point we asked XXXX if Senior Leadership would be concerned about a 27 year member who feels that privacy is being violated by questions not required by the Patriot Act he replied yes and offered to connect us to the CEO Member Relations Team, which we did. So at the close of the day after multiple attempts to resolve this issue, we spoke with XXXX on this team. XXXX was very courteous and listened carefully promising to forward our concerns to the Member Advocacy Team.  Also, surprising to us like XXXX, XXXX basically said that in regards to our filing a complaint with the CFPB or The Financial Crimes Enforcement Network we have to do what we have to do. \n\n\nCONCLUSION It is obvious, that USAA staff all the way up the chain to the CEOs office know that these questions are being asked and are told that the Patriot Act requires them to do so and that customers must answer them.all this with no staff training on why or how to provide support for this. They also have no responses to the challenge questions we posed from the Bank Secrecy Act /Anti-Laundering Examination Manual provided by the Federal Financial Institutions Examination Council . \n\nWe believe to threaten customers of blocked access to personal private accounts is abusive with these intrusive questions. Further, we have demonstrated that for 27 years we have answered all reasonable security and customer identification questions. Therefore it is inconceivable that USAA had any reason to believe that we were not in fact customers. \n\nWe would request your help in evaluating if these actions by USAA are indeed in violation of the Federal regulations and that it ultimately implies that all USAA members of have been negatively impacted by this action in terms of right of privacy, and potential identity theft related risks. \n\nAs a footnote to this chain of events, as of XXXX XXXX  CST Tuesday XX/XX/XXXX, we never have received the follow up call from MOET manager XXXX as communicated by the CEOs office much less the employees in the MOET. \n\nWe are grateful for your advocacy and counsel on next steps. \n\nXXXX XXXX & XXXX XXXX","date_sent_to_company":"2020-05-12T20:45:15.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"786XX","tags":null,"has_narrative":true,"complaint_id":"3648948","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2020-05-12T20:27:57.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["All of those listed we have always been willing and have complied in sharing for <em>security</em> verification. BUT what is NOT <em>found</em> in this list on page 47 are the questions in the exhibit provided threatening blocked <em>access</em> of personal accounts if not answered.\n\n4. I also asked if based on required CIP record retention <em>policy</em> ( page 54 ) if there was an indication that my wife had been flagged as high risk."]},"sort":[9.277672,"3648948"]},{"_index":"complaint-public-v1","_id":"6535012","_score":9.026262,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am a full-time student living in Florida, and I have been a customer with Cash App for XXXX years, using their services for personal transactions mainly receiving funds from my parents for school expenses. A couple of years ago, I obtained a debit card issued by Cash App as a secondary cash source, aside from my major bank card. The Cash App debit card I obtained is the basis of my complaint. \n\nWhile at my apartment in Florida on XX/XX/2022, I received XXXX separate cash transactions from my father - totaling approximately {$1000.00} to pay my share of rent due. Within an hour after receiving my fathers funds, I received XXXX Cash App alerts on my phone listing XXXX separate card transactions debited from my account for a total of {$300.00} ( the first was for {$77.00}, and 3 more transactions for {$75.00} each ). All XXXX transactions occurred within a time span of less than 5 minutes. \n\nI immediately accessed my Cash App account on my phone to : deactivate my debit card ( which was in my wallet ), obtain more information about the unknown charges, and determine how to file a fraud dispute for the charges. The app advised the quickest way to resolve a card transaction was by contacting the merchant, which wasn't much of an option for fraud assistance - I had no idea of the source or the vendor. This was a red flag, alone. I went to Cash Apps chat system where I was directed to contact Cash Apps support staff the next day, which I did the following day by phone. After more back/forth, I finally got a dispute filed by email. ( All of this seems to be a pile on of more and more deflections and red flags on Cash Apps part. ) My dispute filed with Cash App via email was abruptly dismissed days later in a response received XXXX XXXX, 2022, without any substantial explanation provided to support their conclusions but, I was advised I could request a copy of the information they found in their investigation. ( I have included the email I received from Cash App as reference. ) After I contacted Cash App once again to clarify and further dispute their findings, I was advised I could follow-up with another dispute as part of the escalation process to appeal their results, which I did. However, I received the same form letter response, without any clear explanation or attempt to explain how I had been found at fault for my money being fraudulently taken from my Cash App debit card. \n\nRegarding Cash Apps investigation conducted, their email provided me only a cursory summary that most any debit or credit card statement will reflect the transaction date, basic vendor info ( apparently a grocer ), and transaction amounts, along with the last 4 digits of the credit card ; additionally, the transactions were noted to have been made via a card present purchase. This is absolutely false, as I was most certainly in Florida at this time. There was nothing to show that any genuine effort had been made to uncover any details regarding the transactions on either accord to clarify who had initiated the payments - there certainly were no details put forth to show that I was present in XXXX to authorize these payments, either, as Cash App implied. One does not need to be an expert to know that, once card information is intercepted, bogus cards can be created for the purpose of stealing unauthorized funds from consumers anywhere in the world. \n\nThe investigation Cash App supposedly conducted was far from thorough ... there was seemingly no concern by Cash App to question why there were 4 separate transactions within such a short time frame. Why wasnt there any thought given by Cash App to the fact that there were 3 transactions for the same amount? This is typically an obvious red flag that should garner further review, especially when the customer notifies the company of a transaction problem this was only one factor that was odd about the reported transactions. Instead of demonstrating due diligence, Cash App created numerous hurdles to discourage further requests for customer assistance, instead. The fact that Cash App offers to provide more data gathered from their investigation only upon request is another red flag. Why would this information not be provided automatically, if Cash App has discovered valid findings to contradict the submitted dispute? \n\nAgain, I followed the required processes per Cash Apps fraud policy, and I requested information for more details, but it contained nothing of significance to the case : nothing was provided to contradict my location in Florida at the time of the payments ( as opposed to showing me in in California, as Cash App implies in their response email ). I could not be in two places at once, and there are current technologies to confirm this fact. \n\nThe email sent to me from Cash App demonstrates their poor handling of the disputes process, and their deceptive business practices, overall in that they, specifically : 1. Do not employ due diligence around secure services for their issued debit cards that they hard-sell to consumers. \n2. They disseminate false information relating their companys policies purported to address ( in good faith ) fraudulent activity reported by their customers. \n3. They are disingenuous as it relates to their investigations of fraud disputes reported, whereby they demonstrate no real effort to identify the full case facts in fraud disputes, with the intention of dismissing customer claims as frivolous in their attempt to avoid valid refunds due to defrauded accounts. \n\nRather, Cash App reroutes incoming disputes received by phone ( for those consumers who are crafty enough to dig and find a contact number to begin with ), and they drag out the investigation period for days/up to a week or longer under the pretense of gathering data to assist the process only to return a random response, advising they decline the dispute and the refund of stolen funds, with no clear or sound reason to support their actions. They state the customer is at fault, or somehow involved in the fraudulent activity, as their go to resolution for disputed fraudulent activity. \nIf Cash App can not or will not adequately and fairly protect their customers from theft, and implement sound business policies to refund customers in cases where fraudsters do circumvent their systems, they should not conduct business within the card services market. Cash App is clearly inept in this area, and cyber thieves around the globe have apparently found them to be a watering hole for fleecing thousands of unsuspecting individuals. \n\nPlease be aware that the XXXX XXXX XXXX XXXX XXXX XXXX website reflects pages of hundreds of consumer complaints against Cash App which are very similar to mine their Cash App debit cards are slammed with multiple random, fraudulent charges within a very short time frame, and Cash App summarily dismisses the consumers, who describe rude treatment from the Cash App staff wherein they also deny their fraud claims on the basis that they were approved by the cardholder, etc and, they provide no substantive data to support their decisions. This seems to be Cash Apps business model to defray the costs of doing business, while also furthering company interests and profits at the customers detriment. \n\nIt is clear that Cash App wants to reap the profits from their products, but they dont want to accept the related costs of doing business, and they choose to vilify their customers under the pretense of mock policies and security processes, in the process. I can only XXXX how many thousands, if not millions, of Cash App customers who have been defrauded in this way over the years averaging a minimum of {$100.00} for each dispute ... this equals quite a large sum of profits. Since filing my fraud dispute, I have learned of at least two other Cash App customers who have experienced similar fraud with their Cash App debit cards. This is no coincidence. \n\nI am filing this complaint with the hope that changes will be required of Cash App, whose influence and profitability have grown as a result of millions of loyal customers who have not received fair treatment or full transparency in exchange for their patronage. This is evident based on the large numbers of complaints filed against Cash App and the ongoing reports around possible legal actions taken. Cash App should be held accountable like any other company that provides financial services. Neither of the business practices mentioned above are negotiable. I attempted in good faith to address my valid concerns with Cash App, and I was dismissed and my refund request was declined without valid review, despite the fact that I met the criteria of Cash Apps disputes policies that ( fraud ) charges must be disputed within a specified time frame after posting to the customers account ; I met this condition when I reported legitimate fraudulent activity within an hour or less after it occurred, on the same business day. My treatment was unacceptable, and rather than assist me with my fraud activity, Cash Apps staff member chose to tell me my claims were false, without valid recourse. This was not a resolution, and their lack of accountability is unjustifiable.","date_sent_to_company":"2023-02-07T01:46:17.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"331XX","tags":null,"has_narrative":true,"complaint_id":"6535012","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-02-07T00:43:54.000Z","state":"FL","company_public_response":null,"sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["It is clear that Cash App wants to reap the profits from their products, but they dont want to accept the related costs of doing business, and they choose to vilify their customers under the pretense of mock <em>policies</em> and <em>security</em> processes, in the process. I can only XXXX how many thousands, if not millions, of Cash App customers who have been defrauded in this way over the years averaging a minimum of {$100.00} for each dispute ... this equals quite a large sum of profits."]},"sort":[9.026262,"6535012"]},{"_index":"complaint-public-v1","_id":"11509761","_score":8.732206,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have tried uploading the files below but it's not letting me. We were hired by a business to get his investment property sold and he paid us a fee up front because it was such an unlikely sell and was going to consume so much of our time to find the right buyer. We ultimately found someone who was interested in the property and she claimed to also be a business owner, managing her company she claimed to be a ministry where she ministers to women nationwide and collects \" tithing '' from them. Her business is called \" XXXX XXXXXXXX XXXX XXXX She agreed to purchase the property from us on a lease option where she would pay {$25000.00} up front plus XXXX and last mo rent and then {$4800.00} for the next 30 years. She told us she couldn't come up with the full {$25000.00}, could she pay {$10000.00} and we told her we would be ok with her paying only {$10000.00} of the option fee but she still had to pay XXXX and last months rent as a security for the seller because we were to be paid from the option fee and part of the down payment. Our fee was to be {$40000.00} since this was an {$870000.00} home. We also told her we couldn't move her in until the funds had cleared but she had different plans. She packed up a uhaul truck and made her way to the property where she ultimately had to stay in a hotel for a couple nights because her payment hadn't cleared and something about this girl rushing us to let her in the house didn't feel right. She then met the seller at the home without our permission and got his contact information and decided she was going to work around us 2 days after she moved in. She blocked me on my business line told me she changed her mind and moved out already. I called the seller and he said she was still living in the home but decided she was only wanting to work with him and that now he would only pay us {$4000.00} for our helping him since he was having to move forward with her on his own. At this point she had paid us {$17000.00} for {$10000.00} in an option fee and the other {$7500.00} was for 1/2 of the first months rent since she moved in mid month and the full last months rent which is typical of a lease agreement. The seller instructed us to send him the full {$17000.00} and then he would pay us separately {$5000.00} for our time. We told him we weren't comfortable with sending any of the money considering she so abruptly changed her mind and blocked my business line something wasn't adding up. I told the owner I wasn't comfortable sending him the money since this abrupt change of pace and her lying to us about not living in the home anymore and he assured us that we were safe to send him this money as he had already clarified it with her that if she was going to stay in the home that money was gone and coming to him. I sent him the money and 5 days after he received it we had a dispute on our account for all the money she sent us. Her bank which is Bank of America, pulled the {$17000.00} from our account without calling us or sending any emails. Not once did they reach out and ask me about this transaction. Her deposits were one for invoice XXXX dated XX/XX/XXXX for {$10000.00}. and invoice number XXXX dated XX/XX/XXXX and she disputed both invoices, allegedly claiming defective product not as described and that there was no cancellation policy. She allegedly told Bank of America that she bought a house on a lease option and then changed her mind and moved out and that I didn't have a cancellation policy so she wanted all her money back in full. We received the notification from XXXX and immediately reached out to see what we could do because this is now nearly {$40000.00} missing from my business bank account, and XXXX couldn't give me an answer and they wouldn't help me and to this day I have submitted every contract this woman signed including agreements where she signs understanding the option fee is non refundable and if she breaks the lease for any reason she must pay a fee not get her money back. However, Bank of America just took her word for it and stole the money from our account. I also couldnt get any help from XXXX, they jsut continued to send me from one virtual assistant to the next telling me after only 1 transfer that I had reached the final escalation stage in their process. I only ever opened a XXXX checking to begin with because they wouldn't let me access funds that I was generating in my business until I opened one of their checking accounts! They literally held my rightfully earned money for 20+ days until I agreed to open a checking account with them which immediately gave me access to my funds. XXXX XXXX and Bank of America have stated to me since this dispute that the investigation would be over XX/XX/XXXX and I would have my money back and not only will they not answer any of my calls or call me back they are essentially stonewalling me and affectively or systematically stealing from me and not giving me any appeal process. I have submitted videos of this girl still very much living in the home. I sent over every single message and phone call we had with her too. Every contract that she signed and SHE IS STILL IN THE HOUSE! I am a single mother of XXXX kids and I have worked so hard to get my American dream off the ground only to have it stolen right before XXXX by these two fraudulent bad actors and with no consumer protection from this bank in the middle of some 3rd world country that I was forced to bank with just to get the initial funds my business started generating. Bank of America shouldn't be allowed to steal from hard working Americans especially when I was given an opportunity to show them that she very much owed us the money they still haven't given it back and now telling me it will be another 60 days before a decision is made. If I have to wait another 60 days I will lose my home which I have worked so hard for all because of these Banking institutions protecting fraudsters over hard working Americans who are actually tying to earn an honest living and not from collecting \" tithing '' from my ministry members to live off of like the one they chose to protect instead. I can't even afford to hire an attorney now to seek justice against these two who inevitably stole {$40000.00} from me and my children. Something has to be done here because this is systematically preventing me from even trying to be successful when you force me to have an account jsut to access what I have worked for only to take it away from me and continue to stonewall me and leave me no options. Thank XXXX I found out about CFPB and that you help protect consumers from these large institutions that are making money hand over fist and stepping on low income business owners like me. Please help me with this I don't know what else to do!","date_sent_to_company":"2025-01-14T11:11:46.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"385XX","tags":"Servicemember","has_narrative":true,"complaint_id":"11509761","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-01-14T10:10:53.000Z","state":"TN","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":["I only ever opened a XXXX checking to begin with because they wouldn't let me <em>access</em> funds that I was generating in my business until I opened one of their checking accounts! They literally held my rightfully earned money for 20+ days until I agreed to open a checking account with them which immediately gave me <em>access</em> to my funds."]},"sort":[8.732206,"11509761"]},{"_index":"complaint-public-v1","_id":"5690981","_score":8.49778,"_source":{"product":"Checking or savings account","complaint_what_happened":"This is my formal complaint against Santander Bank employees of the XXXXXXXX MA  branch located at XXXX XXXX XXXX and the XXXXXXXX MA  branch located at XXXX XXXX XXXX. On two separate occasions I experienced differential treatment that I believe was racially motivated. During both visits I left the branches feeling demeaned, angry and as though I was being discriminated against, because of the employees own assumptions of me based on my race. I was treated as though I was a theft with regards to an account that I have joint ownership to and legal rights to. As a joint owner to the account in question I followed all the necessary protocol to gain access to the said account. On both occasions I provided two legal forms of identification ; in addition the ability to confirm all information pertaining to the account. However none of this was sufficient enough for these branches on the following dates of services. Please note that I have conducted the same exact transactions on my joint checking account at multiple Santander branches ( XXXX, XXXX, XXXX and XXXX ), on different dates and times without incident but on the following dates ; the service delivered was deplorable. \n\nOn XX/XX/XXXX I entered the XXXX branch to conduct my routine transaction. I had a signed check made payable to the co-owner of the joint account I shared for the amount of {$1300.00}. I asked the teller to deposit {$1000.00} into our joint checking account and requested cashback of {$330.00}. I gave the teller two forms of identification : my license and passport card. The teller began to question me. \nTeller A ( T.A. ) Do you have a debit card?\n\nMe : No T.A. Is this your account?\n\nMe : Yes T.A. : Does this person know what you're doing? ( An odd question ) Me : Yes T.A. : Is she in the car?\n\nMe : No T.A. : Whats your address?\n\nMe : Its on my license that you have in front of you.\n\nTeller A then began to consult with another teller.\n\nT.A. : She wants to deposit and get cashback but the check is not payable to her? The second teller came to the window.\n\nTeller B. : This is your mothers account? ( Teller B serviced me about a week prior during my very first visit to the XXXX branch in obtaining a print out of my statement. ) Me : Yes, Its a joint account that also includes my name. \nTeller B. : Well, you will have to deposit the entire check and then you will need to make a withdrawal for {$330.00}. \nMe : Why? Ive never had to do this in the past. Im not sure why the two of you are giving me a problem with this, now. I've performed this exact transaction at multiple branches without the interrogation nor have I ever had to process it with two separate transactions.\n\nTeller B : This is a brand new policy. You can expect this line of questioning when processing this transaction, it will be processed this way going forward. Its brand new, it just started this week!\n\nMe : Im sure thats false! Ill be sure to conduct this same transaction at another branch to verify. \nTeller B. then asked Teller A. if the account had sufficient funds available to cover the cashback amount to which she replied Yes. Teller A processed my transaction in two separate steps. A deposit for {$1300.00} and then a withdrawal for {$330.00}. I left the branch extremely upset. I knew they were lying about this brand new policy. I felt like I was being accused of stealing. I have multiple joint accounts at various banks and never had I endured this type of treatment. The purpose of adding me to the account was so that I could conduct bank business without complications. This was a complication. \nI decided to call the Santander customer service corporate number and report the service I had just experienced. I spoke with representative XXXX. I was angry, emotional and enraged by this ordeal. XXXX agreed what happened was inappropriate. She also stated that it was not common practice and is unaware of any new policy pertaining to my transaction. XXXX stated she would escalate this matter to someone at the executive office and to expect a phone call back in two to three business days. Days went by and I never received a call from anyone at the executive offices.\n\nThoughts of all the times I performed this same transaction and other transactions that were similar raced through my mind. I had been processing this same transaction for almost two years. Ive deposited my husband 's payroll checks and bonuses into our joint account and got cashback too without issue. How was this any different? What bank policy would have been created to impact this type of transaction? This bothered me for days. Before I knew it, a week had gone by and another check for my mother needed to be deposited again. \nOn Monday XX/XX/XXXX, I made another Santander Bank run. I decided to take the same check, for the same amount and conduct the exact same transaction at the Santander Bank XXXX XXXX located XXXX XXXX XXXX. I had the signed check payable to my mother in hand for the amount of {$1300.00} with my two forms of identification : my license and passport card. I approached the teller window and informed the gentleman teller that I wanted to deposit this check and get cashback. I explained how a total of {$1000.00} was to be deposited into our joint checking and {$330.00} was to be cashback. The teller verified my identifications and account then proceeded to process my request with one swift transaction. He then asked : How would you like your cash? To which I replied Large bills, please, Thank you. No Fuss no Muss. I was pleased with the service that had transpired but was furious by the treatment I had encountered the week before with the tellers at the XXXX branch. If there was a new policy shouldn't all the branches have to follow it? I decided to approach the branch manager XXXX XXXX at XXXX and inquired about the new policy. XXXX XXXX was very kind and respectful. When asked about the policy pertaining to my transaction. He personally reviewed my transaction, then reviewed it with the teller that serviced me and reviewed it a third time with the head teller. XXXX XXXX returned to his office where I waited and stated There is no new policy pertaining to your particular transaction. Who said there was? I recapped the service I received at XXXX the week prior. XXXX XXXX informed me that a new policy was released but it did not pertain to my particular transaction. I thanked him for his assistance and left. I had gotten validation. The tellers at XXXX had treated me differently, interrogated me and made up a policy to justify their actions. I was livid! \nI was angry with the tellers of XXXX. Heated that these women felt the need to create a policy to justify their actions. Angry that my complaint was clearly being ignored by Santander executives. Since I had never received a return call back from anyone in the executive offices that XXXX informed would occur. As time passed this situation was festering. I replayed the events over and over again. The corporate office was ignoring my complaint which made matters that much worse. I couldnt bring myself to return to the XXXX branch but I did voice the mistreatment with multiple Santander employees and management at various locations. Gathering as much information about the policy such as the name of the most recent policy Third Party Endorsement policy. Verifying repeatedly if the transaction I had been conducting for almost two years applied to the policy and was told No repeatedly. I was informed later that the Third Party Endorsement policy was currently on hold. However Santander banks were still not accepting checks that fit its criteria ; in which again my transaction did not apply. It was consuming me. But after having a discussion with branch manager XXXX XXXX of XXXX he recommended I return to the XXXX branch and inform the branch manager of my experience. Id want to know and make things right. XXXX said. I Thought about it and decided that this may be something that I would have to bring myself to do in order to move forward. \nOn XX/XX/XXXX I entered the XXXX Branch for the third and final time. I spoke with Branch Manager XXXX XXXX of XXXX to inform her of the service I received on XX/XX/XXXX. I recapped what transpired with the tellers at her branch during my visit XXXX asked that I wait in her office while she spoke to Teller B. As I sat in the office I could hear some of the conversation XXXX was having with Teller B.\n\nTeller B. : Yeah she said she was going to check this. We followed the policy ; you know that Policy. Neither stated the name of the Policy but upon XXXX  return to the office she became disrespectful. \nXXXX stated I trust XXXX she has been here since Sanatander was XXXX XXXX \nMe : And weve had an account since prior to XXXX when it was XXXX XXXX \nXXXX : There was a policy but that policy has since been put on hold because of problems like this. \nMe : May I see the policy? \nXXXX : No. Its an internal document. \nMe : If you're referring to the third party endorsement policy that particular policy has nothing to do with the transaction I conducted. Ive already been informed of this by multiple branch managers and Santander employees at various locations. \nXXXX : I cant speak for them but the tellers were following the policy that is now on hold. So feel how you feel. \nAs I was getting ready to respond to her she told me. \nXXXX : No, Im talking. she continued to state I recommend you get a debit card so you can avoid being questioned by our tellers. People have found new ways to make fraudulent identification and having a debit card can help with the verification.\n\nMe : I dont want a debit card for this account nor am I required to have one. \nXXXX : Then expect to get questioned every time you bank here. \nMe : You just made this situation a lot worse by further perpetuating this lie. You and your tellers are XXXX and I will report you. She shrugged her shoulders and I stormed out of the XXXX Branch on the verge of tears again. The tellers disrespected me and now so was the manager. I was beyond enraged! \nI contacted Santander Corporate offices again to file another complaint. I spoke to representative XXXX who transferred me to XXXX Customer support manager. Reiterated the entire situation again XXXX agreed the line of verification questioning the tellers where asking was out of norm. She placed me on hold to communicate with her manager regarding the Policy. According to her manager there was a policy relating to my transaction released at the beginning of the quarter which was in XXXX of XXXX That doesnt make any sense because if there was a policy released in XXXX then multiple branches chose to ignore it since I had been conducting the very same transaction for almost two years. XXXX agreed and stated she was going to escalate this matter once again to the executive offices. That afternoon I finally received a phone call from two Santander executive personnel XXXX from the Santander executive office and XXXX XXXX district executive of the XXXX XXXX XXXX for the XXXX and XXXX area. \nI contacted XXXX first on the cell phone number he provided. Our conversation was brief. Again I recapped all the events that transpired at the XXXX branch on XX/XX/XXXX and the disrespectful discussion that I had with Branch Manager XXXX XXXX. He saw no fault with how the tellers handled my transaction. He informed me that asking for your mothers whereabouts was a necessity because then the transaction could be completed to her specification. XXXX went on to say that there was a policy and the policy was put on hold. I informed him that I was aware of the Third party endorsement policy Im also aware that the said policy is on hold and that the third party endorsement policy has nothing to do with the transaction I performed. I then stated It was clear you're not trying to resolve this matter and just further perpetuating the same false information that XXXX is. I disconnected the call. \nI then returned XXXX call from the executive offices of Santandar and again I reiterated the entire event from XX/XX/XXXX to my discussion with XXXX and my phone call with XXXX. I informed XXXX that these employees where clearly discriminating against me and they were racially profiling. They were using a policy that had nothing to do with my transaction to justify their behavior. XXXX stated repeatedly that he was an Advocate for me. XXXX communicated that he recognized the differently treatment of XXXX and \" would advocate for me. I dont like anything youre telling me. This is not how customers are to be treated. '' Thank you for sharing your experience so we can prevent this from happening to anyone else ; in the future. Its ridiculous that they're telling you how to bank. If you don't want a debit card you're not required to have one. Its wrong that theyre using the endorsement policy as their excuse. That policy has no bearing and I will have a talk with XXXX. I'm so sorry for your experience. I hope you can get past this. Let me investigate this matter further, gather everything I need to move forward and get back to you. Im here to advocate for you. \nAs many times as Ive been in this type of scenario and heard all this before pertaining to similar XXXX circumstances. Deep down I knew XXXX was someone who was just letting me rant, he wasnt going to do anything, and I would most likely never hear from him again. But I was hopeful that XXXX was who he said he was, someone who was going to advocate for me but as time passed it was clear that XXXX nor anyone else from the Santander executive offices was never going to get back to me. \nOn XX/XX/XXXX I entered the Santander Bank XXXX branch located at XXXX XXXX XXXX. I just needed a print out of my most recent statement. I put on my two surgical masks in preparation to enter the XXXX branch as I've done time and time before when entering any establishment since the start of the pandemic. Upon entry Sr. Specialist Relationship Banker XXXX XXXX offered to assist me. I provided her with two forms of identification ; my license and credit card. \nMe : I just need a print out of my most recent statement for the joint checking account. \nXXXX : Okay. Whats your telephone number? \nMe : XXXX XXXX She imputed my number into her system. Her next request was a shock! \nXXXX : Remove your mask. \nMe : What? No! \nXXXX : Why not? \nMe : XXXX! \nXXXX : I cant compare your face to your I.D . I need to see your face before I can give you the statement. Go stand over there. ( as she pointed to a corner ) I didnt have time for this. I needed to pick up my children. This was supposed to be a quick, easy stop. As I walked to the corner a wide range of emotions flooded me. Desperation, I needed this statement today. Fear of exposure. Confusion why was she doing this to me? I never had to remove my mask before at any of the other branches. I wasnt asking for cash. Even when I did receive cash from Santander I had my masks on. I just needed my statement! I just needed my statement! I was so angry this was happening again at Santander Bank. I absolutely hated this XXXX bank! Finally submission, I was running late and my babies were waiting for me to pick them up. Reluctantly I complied with her request. I was furious! Furious at her, furious at me, furious at XXXX and Santander executives who had an opportunity to stop employees from XXXX profiling. \nXXXX : Okay, Its for your protection, to protect your information. \nMe : You do this to all your customers? \nXXXX : What is that? ( in a clipped tone ) I only do it to people I dont know. She goes on to say In airports when you fly internationally you're required to remove your mask. Its for your protection. \nMy protection! I was out of time, patience and restraint to have a back and forth with this ignorant woman regarding her statements and actions. The protection of my health, my children 's health is not a factor for her .Last I checked, Santander Bank is not an airport. The fact that Ive avoided traveling due to COVID-19 makes her statement ridiculous. Never during the start of the pandemic has any place of business deliberately jeopardized my health, my family 's health or the health of others by requiring the removal of facial covering that offers some protection against the deadly virus impacting our world today! \nAnd, What absolutely enraged me is that when I surveyed my surroundings I see a XXXX woman at the teller window receiving cash while wearing a blue surgical mask. The XXXX  man behind me with the XXXX XXXX mask on and neither were being forced to remove their facial coverings. However I request my statement and I have to endure an extra form of security check putting me and my family in danger. Where was my protection in that aspect? Why are they protected but not I? \nWhen customers conduct telephone banking a rigorous amount of questions are asked to verify account ownership without requiring facial recognition. As a Senior Specialist Relationship Banker XXXX is aware of these additional methods that dont require me removing my mask. Furthermore, Santander Bank has over 102 million customers and over 14,000 branches globally. Is it her intent to get personally acquainted with each and every customer individually world wide. As stated I have been to this branch on a number of occasions and multiple other branches for various purposes while wearing facial coverings and never once during the pandemic was I ever asked or required to remove my mask. Once XXXX handed me my documents I stormed out of the bank without a word. She made sure to make me aware that she didnt care about my reaction by stating snidely Your welcome! Once again a Santander employee felt it acceptable to disrespect and racially profile me. \nApproximately 45 minutes later I was available to call Santander Bank XXXX. I requested to speak to the branch manager. XXXX XXXX answered the call and I informed him of what transpired during my visit to the branch with XXXX. I was livid and I'm sure XXXX heard it in my voice. XXXX apologized. \nXXXX : You can blame me. Ill take the blame. \nMe : Blame you for what? Why would you take the blame for what she did? Are you listening to what Im saying? She refused to give me my statement until I removed my mask! We've spoken before. I told you about the situation that happened to me at the XXXX branch and it was you who recommended I go back and speak to the branch manager. That if it were your employee youd hold them accountable. Im telling you what your employee did ; hold her accountable! If you're not going to discipline her then get your manager. \nXXXX : I understand XXXX shouldnt have done that. l can have XXXX XXXX give you a call shes my boss. Shes very nice and takes customer complaints very seriously. Let me put you on hold while I talk to XXXX. \nLiterally, seconds later ( Not enough time passed for a talk ) XXXX  is on the line Hello. I'm so sorry. I feel sick after how I treated you. I didnt mean to upset you. Im on your side. \nWhat just happened? XXXX was supposed to be talking to her. Why was she now on my phone! What is wrong with the leadership at Santander Bank? Shes on my side! At this point Im beyond furious!! \nMe : You're not on my side. Why are you on my phone? I called to speak to your boss? \nXXXX : I just have to make sure I do my job were constantly monitored. You understand! We are on camera. Im on your side. Everyday I leave work scared Im going to bring the virus home to my mother. Policy keeps me from wearing a mask. \nMe : You're a Liar! Theres no policy for that. Policy does not prohibit you from wearing a mask at work. Ive seen multiple employees at various Santander locations wearing masks. You're a liar!\n\nD. : Oh no! You misunderstand that I'm unable to wear a mask because it is uncomfortable. I sit in the office all day. It's hard to breathe with it but policy states that I should ask customers to remove their mask to verify them. Especially since you dont have a Santander Card Me : I DIDNT MISUNDERSTAND ANYTHING! YOU'RE SAYING IT! YOU'RE A LIAR!!! IM TIRED OF YOU GUYS MAKING UP POLICIES WHEN YOU GET REPORTED FOR YOUR XXXX ANTICS!!! PUT XXXX BACK ON THE PHONE LET HIM TELL ME THERES A POLICY STATING THAT!!! \nD. : No! NO! NO! YOU DONT UNDERSTAND IM ON YOUR SIDE! \nMe : LIAR! AGAIN WITH THE SANTANDER CARD! AGAIN WITH THE PROFILING! GET OFF MY PHONE! \nThis was going nowhere.What possessed XXXX to put her on the phone. When Im discussing it with you. This is accepting accountability or disciplining XXXX. I was done! \n\n***Please note I verified with multiple Santander branches if there in fact was a mask policy in which customers could be asked to remove their mask for verification? Or if it was against policy for Santander employees to wear facial coverings themselves? The repeated response I received was No! *** As of today XX/XX/XXXX I still have yet to hear back from XXXX, XXXX XXXX or XXXX XXXX. It is evident that Santander Bank employees, managers and executives do nothing to ensure the fair treatment of their minority customers. Minority customers are expected to simply accept the inequality in the services delivered by Santander staff. Should resistance arise then the common practice is to deflect or fabricate policies. Rather than rectifying the problems Santander Bank allows these issues to escalate leading to worse outcomes. In a month 's time I had two to three incidents with two different Santander Bank branches. Whats next? Santander 's lack to properly address the first incident, and ensure that the same equal treatment be delivered throughout all its branches to all customers regardless of race opens the door for more problems towards minority customers. \nI find myself limited to a select few branches where the staff knows me and I them, but what happens if I need to access my account and a turnover in staff occurs. Or if Im in another city/ town i.e. XXXX, MA, or out of State in New York or out of the Country in the XXXX XXXX am I to anticipate the worst and hope for my freedom and life. Regardless of the population surrounding the branches the diversity within the branch or lack thereof is evident. The XXXX and XXXX branch has more diversity compared to that of XXXX and XXXX. The XXXX branch has an XXXX teller, XXXX  XXXX  teller and XXXX head teller with three XXXX  staff members. During my visit to the XXXX branch I saw a XXXX teller, ( I believe I dont like to speculate ) a XXXX  teller, XXXX ( I believe ) XXXX XXXXXXXX branch manager and a XXXX representative. XXXX upon all three of my visits Ive seen four employees all XXXX. XXXX upon my visit on XX/XX/XXXX had a total of three employees at my time of visit ; all XXXX At a later date I saw the branch manager XXXX for the first time who may be of XXXX XXXX XXXX  ( again unsure I dont like to speculate ) but as many times as Ive been to the XXXX branch Ive never seen him before and he was not present during my visit on XX/XX/XXXX. I believe he is a fairly new employee. This is the branch that is closest to my residence.The service delivered by XXXX and XXXX staff demonstrated equality unlike that of XXXX and XXXX. \nHaving a Santander account I should be able to have the same access to the said account regardless of branch staff personal assumptions and location. If I can validate my ownership then hassle should be non-existent. There is an appropriate approach to protecting my account and ensuring I walk out of a Santander Branch with my dignity ; its Equality. \n\n\n# Banking While XXXX","date_sent_to_company":"2022-07-27T19:53:08.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"02135","tags":null,"has_narrative":true,"complaint_id":"5690981","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SANTANDER BANK, NATIONAL ASSOCIATION","date_received":"2022-06-21T04:18:28.000Z","state":"MA","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":["<em>Especially</em> since you dont have a Santander Card Me : I DIDNT MISUNDERSTAND ANYTHING! YOU'RE SAYING IT! YOU'RE A LIAR!!! IM TIRED OF YOU GUYS MAKING UP <em>POLICIES</em> WHEN YOU GET REPORTED FOR YOUR XXXX ANTICS!!! PUT XXXX BACK ON THE PHONE LET HIM TELL ME THERES A <em>POLICY</em> STATING THAT!!! \nD. : No! NO! NO! YOU DONT UNDERSTAND IM ON YOUR SIDE! \nMe : LIAR! AGAIN WITH THE SANTANDER CARD! AGAIN WITH THE PROFILING! GET OFF MY PHONE! \nThis was going nowhere.What possessed XXXX to put her on the phone."]},"sort":[8.49778,"5690981"]},{"_index":"complaint-public-v1","_id":"19204934","_score":8.191319,"_source":{"product":"Checking or savings account","complaint_what_happened":"This is a new complaint based on information I was only recently able to obtain from Synchrony Bank, as I have been unable to log into their website from abroad. I now have proof, via bank statements and emails, that they have been lying about not charging international transaction fees since I first asked them about this in XXXX, XXXX, and in subsequent emails and phone calls. \n\nSynchrony Bank has consistently lied about charging ATM or foreign currency transaction fees since I filed this complaint last XXXX. Again, I have been consistently told by Synchrony that they do not charge international transaction fees and that they reimburse ATM fees. See attached emails for proof that they have been lying since XXXX, XXXX about international trasaction fees. \n\nCFPB Complaint filed against Synchrony Bank on XX/XX/XXXX Description : Synchrony Bank failed to respond appropriately to my original complaint -- especially my well-supported documentation of claims made by bank personnel both before and after my recent XXXX travel, which have been totally contradicted by Respondent -- as well as my complaints about being unable to reach their so-called \" XXXX banking department '', the Respondent 's contradiction of the terms set forth in their Consumer Deposit Account Agreement and Disclosures, and serious complaints about their so-called \" chat customer service '' function which is a total joke, as third-party chat agents have no access to account information. despite the fact that these issues have been well known to XXXX since XX/XX/XXXX. Their recent \" response '' contains the following misstatements, equivocations, fabrications, and outright lies : XXXX XXXX Synchrony Bank was informed by me on XX/XX/XXXX at XXXX pm XXXX that my XXXX phone number was no longer valid and should never be used to send security codes or other account confirmation information. During that same call, I provided a valid phone number for Synchrony Bank to reach me in the XXXX, but they never called me back. Despite this, XXXX claims that a \" colleague '' attempted to contact me on that invalid phone number on XX/XX/XXXX, more than XXXX weeks after I informed them telephonically that the XXXX phone number was no longer valid. This constitutes a gross violation of account security, as the phone number may well have been reassigned to another customer by that date. Synchrony Bank is fully responsible for any breach of account security due to their grossly irresponsibility and negligence. XXXX ) All phone charges from the XXXX have been documented in the complaint, and will not be documented by \" fax '', XXXX pigeon, snail mail, nor any other XXXX or XXXX technology. XXXX will provide a secure email address for all future communication. International phone calls to the XXXX from XXXX XXXX are based on a flat rate of XXXX XXXX, or roughly XXXX XXXX. There is no documentation from XXXX XXXX of charges for individual international calls. I do have phone logs of all calls made or attempted to the number I was given by your chat center, XXXX, and the general customer service number I was obliged to use after that number ceased working, XXXX. YOU WILL COMPENSATE ME FOR EVERY MINUTE USELESSLY SPENT ATTEMPTING TO GET ACCOUNT INFORMATION FROM YOU AT THESE XXXX NUMBERS, AND YOU WILL SUPPLY A SECURE EMAIL ADDRESS FOR THE DELIVERY OF COPIES OF MY CALL LOGS. BASED ON THE FEE OF XXXX XXXXXXXX, SYNCHRONY NOW OWES ME APPROXIMATELY {$25.00}. XXXX ) Respondent claims to be \" appreciative '' of my informing them about the misinformation I was given on XX/XX/XXXX and afterwards regarding Synchrony 's fee-free international withdrawals and reimbursements for all ATM fees, yet neither is mentioned specifically in the replay, and respondent deliberately avoids confirming or denying that such claims were made to me both before my departure from the XXXX and XXXX XX/XX/XXXX. Such claims were indeed made, and Synchrony has a legal obligation to abide by them. XXXX ) Respondent 's claim about the XXXX XXXX is laughable on its face, as I do indeed have a permanent XXXX address which I have been unable to change on Synchrony Bank 's website because I am unable to log into it. There is no obligation for a XXXX phone number from any of the other XXXX banks I do business with, and confirmation by email is all they require. In XXXX case, a bank activated my account for XXXX ACCESS confirmation so that neither telephonic nor email confirmation would be required. Synchrony has made no effort whatsoever to provide login confirmation by email, nor by a third-party confirmation app such as XXXX ACCESS because they simply don't care whether they have my account or not, and are outrageously incompetent in providing customers with alternatives to telephonic confirmation. For this egregious oversight alone, they should not be allowed to continue to conduct banking activity in the United States. XXXX XXXX Synchrony Bank indicates that they can not use an international mailing address to send account information to. I have never requested that they do so. I provided my permanent XXXX mailing address to the \" XXXX '' with whom I spoke on XX/XX/XXXX, but she obviously never reported it to the bank. In addition, all mail sent to my previous address will be forwarded to my permanent mailing address in the XXXX, as indeed Synchrony already knows, as they continued to send mail to my previous address despite my informing them of this change. The claim that somehow I am eligible to do banking in the XXXX because I have no XXXX mailing address is fallacious and a red herring, and Synchrony Bank knows it is. In addition, the international number XXXX provided XXXX XXXX XXXX no longer works, and since my original call to that number on XX/XX/XXXX, I have been unable to reach anyone using it. Synchrony Bank has no \" XXXX Banking '' department, and the claim by the XXXX I spoke with on XX/XX/XXXX that she was in that department was a total falsehood, as personnel at the regular customer service number have confirmed on multiple occasions. Respondent 's claim that I am unable to close my account because I am not physically present in the XXXX is the height of absurdity and worthy of ridicule and lawsuits to force them to abandon such a ridiculous claim. XXXX ) Respondent confirms that Synchrony Bank will refund all ATM fees charged by ATM machines up to {$5.00} per statement cycle. I have absolutely no way of knowing whether Synchrony has lived up to this promise because I have been unable to access my bank statements for the last 3 months, as Synchrony well knows. The distinction between an ATM card and a debit card is moot and absurd, as Synchrony 's ATM card functions exactly as a debit card, and no withdrawals can be performed above the current balance in the account. It baffles me that Synchrony would make such a ludicrous claim which has utterly no relevance to my complaint. Respondent 's claim that \" Synchrony Bank does not refund any foreign exchange conversion or ATM access fees when you use your card internationally '' directly contradicts what I was told by Synchrony Bank personnel both before my departure AND on XX/XX/XXXX, when I spoke with a \" XXXX '' in the \" XXXX banking '' department. No such distinction between foreign and international transactions appears in Synchrony Bank 's Consumer Deposit Account Agreement and Disclosures, so ALL ATM FEES MUST BE REFUNDED UP TO THE {$5.00} LIMIT PER BILLING CYCLE. ANY FAILURE OF SYNCHRONY BANK TO ABIDE BY THEIR OWN DECLARATIONS AND THE Consumer Deposit Account Agreement and Disclosures MUST BE CONSIDERED WILLFUL BREACH OF CONTRACT AND FRAUD. In addition, Synchrony confirmed before my departure and afterwards that Synchrony charges no international transaction fees, and that is indeed what I was told by way of confirmation from the \" international banking XXXX '' I spoke with on XX/XX/XXXX! ANY CLAIM TO THE CONTRARY IS A FLAT-OUT LIE, AND CONSTITUTES ANOTHER BREACH OF CONTRACT. ( NOTE THAT EVERY TIME I HAVE WITHDRAWN MONEY FROM MY SYNCHRONY ACCOUNT, SYNCHRONY HAS USED THE OFFICIAL XXXX XXXX XXXX XXXX XXXX PLUS A XXXX % XXXX  CURRENCY FEE, WHICH IS NOT APPLIED BY THE BANK OWNING THE ATM NOR BY XXXX XXXX, BUT ONLY BY SYNCHRONY BANK! AND I HAVE CHALLENGED THIS FEE EVERY TIME I MAKE A WITHDRAWAL, AND RECEIVE A REVISED NOTICE INDICATING THAT THE FEES HAVE BEEN REMOVED FROM THE TRANSACTIONS. BECAUSE RESPONDENT 'S CLAIM CONTRADICTS SYNCHRONY 'S MULTIPLE ASSURANCES THAT NO INTERNATIONAL EXCHANGE FEES ARE EVER CHARGED BY SYNCHRONY, IT MUST BE VIEWED AS A DELIBERATE BREACH OF CONTRACT BY THE BANK AND MUST BE FURTHER INVESTIGATED BY THE CFPB! XXXX ) Apparently the XXXX fails to understand how \" the internet '' works when she makes the following asinine statement : \" Online account access may not be available, as we are not an international bank ; as a XXXX XXXX XXXX XXXX XXXX XXXX  can not be verified ; and the internet may not support our website- www.synchronybank.com. Please know, chat agents are unable to verify the account, and they will direct the customer online. Once logged into your account, you can send a secure message to Synchrony Bank, and the account information can be provided through secure message. '' I have never had a problem accessing XXXX from the XXXX. The problem, as XXXX well knows, IS THAT I CAN'T LOG IN WITHOUT A CONFIRMATION CODE WHICH SYNCHRONY REFUSES TO SEND TO THE VALID EMAIL ACCOUNT ASSOCIATED WITH MY SYNCHRONY ACCOUNT, BUT INSISTS ON USING ONLY AUTO-GENERATED SMS CODES TO A XXXX PHONE XXXX WHICH HAS NOT BEEN VALID SINCE XX/XX/XXXX, AS I INFORMED SYNCHRONY ON XX/XX/XXXX. YET SYNCHRONY KEEPS INSISTING THAT I CAN ONLY ACCESS MY ACCOUNT ONLINE. I CAN NOT BECAUSE THEY REFUSE TO PROVIDE CONFIRMATION CODES BY EMAIL, PURE AND SIMPLE, AND AS A RESULT, SYNCHRONY IS REFUSING TO PROVIDE ACCESS TO MY ACCOUNT. THIS DIVERSION INTO THE MYTHOLOGY OF \" THE INTERNET '' IS NOTHING MORE THAN A DISTRACTION FROM THE REAL ISSUE RESPONSIBLE FOR DEPRIVING ME OF ACCESS TO MY ACCOUNT, WHICH IS SYNCHRONY 'S INSISTENCE ON SMS MESSAGES ONLY FOR CONFIRMATION CODES. NO ONE IS CONVINCED BY RESPONDENT 'S ATTEMPT TO BLAME THEIR ACTIONS ON \" THE INTERNET ''! XXXX ) Synchrony 's vapid XXXX regarding their concern for their customers is beneath contempt! Their is not a single \" compliance '' issue related to my accessing my account at Synchrony, as I am able to do with XXXX other banking institutions which are linked to my Synchrony account. I have no such \" compliance '' issues with them, as they actually care about their customers -- including those traveling abroad -- and provide full access to their account via email confirmation and account login not requiring SMS confirmation codes. Synchrony is on its own with this, and it is they who are not in compliance with the norms of reputable customer service. None of the issues I brought forward in my original complaints have been addressed by XXXX. This case MUST remain open until Synchrony complies with my right to access account information from overseas. Failure to do so is actionable, regardless of the CFPB 's findings, and will be pursued under state and federal banking regulations as appropriate. Because Synchrony Bank has failed to respond adequately to any of the claims made in my original complaint -- even after taking almost XXXX weeks to respond -- I submit this new complaint as a means of forcing respondent to deal with the lies, deceptions, denials, deferrals and outright fabrications which appear in Synchrony 's so-called respond. Nothing has been resolved. My demands for reimbursement still stand, as does my demand for access to my account! Sincerely, XXXX XXXX RESPONSE : XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Subject : CFPB Case XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  Account Dear XXXX XXXX XXXX XXXX behalf of Synchrony Bank , we are responding to your concerns raised through the Consumer Financial Protection Bureau ( CFPB ). We appreciate you bringing this matter to our attention. My colleague attempted to call ( XXXX ) XXXX, the phone number on file and on the CFPB complaint on XX/XX/XXXX, in order to discuss your account ; however, they were unable to reach you and received a busy signal. \nWe previously responded to your complaint on XX/XX/XXXX. For your convenience, a copy of our response has been enclosed. After a review of your concerns regarding international contact with Synchrony Bank, online access, ATM fees and international transaction fees. Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original response ( XXXX ). If you have any additional documentation for review, please provide a copy to us and we can reopen your investigation. \nThe following Information that can be found in our website www.synchronybank.com under FAQ : You can use an ATM displaying the XXXX or XXXX logos. Your ATM card is provisioned to work in the XXXX and internationally. To locate an ATM, click here. \nSynchrony Bank does not currently charge a fee for using an ATM. However, there XXXX be an ATM fee charged by the ATM owner/operator or the financial institution. Synchrony Bank will refund domestic ATM fees charged by other financial institutions, up to {$5.00} per statement cycle. Synchrony Bank does not refund any foreign exchange conversion or ATM access fees when you use your card internationally. \nOur international phone number is ( XXXX ) XXXX, Monday - Friday : XXXX XXXX to XXXXXXXX XXXX. XXXX, Saturday and Sunday : XXXXXXXX XXXX XXXX XXXX XXXX. XXXX. \nWhy does Synchrony not allow foreign addresses? In accordance with the XXXX XXXX and as part of our XXXX XXXX XXXX, Synchrony Bank is required to authenticate every Account Holders permanent address. Currently, we dont have a tool or system that can validate that a foreign address is legitimate. \nPlease know, Synchrony Bank not an international bank. There is no guarantee that customers will be able to log in online when outside the country due to internet/website security restrictions. Our XXXX XXXX ( XXXX ) is the practice of using multiple data elements and more than XXXX factor to assist in the authentication of an account holder 's identity : XXXX ) Knowledge - something the account holder and only the account holder will know ( username, password, the answer to their security question, account data, etc. ). \nPage XXXX XXXX ) Possession - something the account holder and only the account holder has access to ( a verified phone or phone number ). \nXXXX ) XXXX - something the account holder and only the account holder is ( voice recognition or biometrics ). \nUpdating personal information or sending an XXXX is a High Risk Transaction ( HRTs ), which is a transaction that could place the Bank or the account holder at risk of fraud. If these security measures can not be met, then we are unable to send an OTP to an unverified phone number, address, or email. \nFor security purposes, when accountholders access an account via the Internet from an unregistered device, accountholders are required to complete a XXXX Time Passcode ( OTP ) process in which the Bank will issue a temporary PIN code that can be sent via text message or telephone call to confirm their identity. If the telephone number provided has not been registered in the Bank 's system, they will be retrieved from the credit bureaus. If an accountholder registers their device, they will no longer be prompted to complete this step. \nIf you choose to close your XXXX account, the funds can be sent to a verified registered account or a check can be sent to a XXXX address. If you have any further concerns a banking representative can be reached at ( XXXX ) XXXX. \nWe would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account. \nThank you for the opportunity to respond to your concerns raised through the CFPB. If you have additional questions regarding this matter, contact me at ( XXXX ) XXXX, extension XXXX. I welcome the opportunity to assist you. \nRespectfully, XXXX XXXX XXXX XXXX Senior XXXX Corporate Consumer Relations Synchrony Bank Attn : IID XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX Enclosure ( XXXX ) cc : Consumer Financial Protection Bureau New CFPB Complaint XX/XX/XXXX What happened? \nDespite what is clearly stated in Synchrony Bank 's Consumer Deposit Account Agreement and Disclosures, Synchrony Bank XXXX XXXX XXXX Account has failed to compensate for service fees and ATM fees for overseas transactions. There is no specification that foreign ATM withdrawals are exempt from Synchrony 's policy of reimbursing such fees in the Consumer Deposit Account Agreement and Disclosures. To date, Synchrony has charged my account more than {$50.00} USD in such fees, and has made no effort to reimburse my account. This is fraud. \nI want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. \n\nThe CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. \nInactive modal Inactive modal Edit this section What would be a fair resolution to this issue? \nImmediately restore ALL FUNDS debited from my account for foreign ATM or transaction fees and notify me immediately by email that this has been done. Synchrony bank has my verified email address on file. Under no circumstances is Synchrony Bank to use my old phone number XXXX XXXX as that number is no longer within my control. Synchrony bank has received a Cease and Desist order prohibiting them from using that number, and any infractions will be prosecuted. \nInactive modal Edit this section XXXX attachment View uploaded documents by clicking on the file name. Documents that pass virus scanning are typically available within XXXX minutes of upload. \n________________________________________ CFPB Complaint filed against Synchrony Bank on XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2026-02-03T08:50:51.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"85704","tags":"Older American","has_narrative":true,"complaint_id":"19204934","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-02-03T08:31:18.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["If these <em>security</em> measures can not be met, then we are unable to send an OTP to an unverified phone number, address, or email. \nFor <em>security</em> purposes, when accountholders <em>access</em> an account via the Internet from an unregistered device, accountholders are required to complete a XXXX Time Passcode ( OTP ) process in which the Bank will issue a temporary PIN code that can be sent via text message or telephone call to confirm their identity."]},"sort":[8.191319,"19204934"]},{"_index":"complaint-public-v1","_id":"4532145","_score":8.153636,"_source":{"product":"Checking or savings account","complaint_what_happened":"In the beginning of XXXX I had decided to open an online bank account through an online bank I had found through XXXX while researching the best online banks and I felt that Huntington National Bank would be a good fit for me. Plus they offer a {$200.00} new account sign on bonus. I decided to use it as my account for my deposits. I got 3 different government checks in the total amount of {$8700.00} and decided to transfer {$3000.00} to my XXXX XXXX  in XXXX increments. I had been waiting for quite awhile to get my unemployment back payments so when I got the deposits I wanted to pay off my debt that totals close to {$3000.00}. As to why I chose to deposit it into my account in the XXXX XXXX, app. \nHuntington National Bank suspends my card with the remaining {$5700.00} and they tell me I have to call them to get this limit lifted. I expected something along those lines to happen since the amounts were so great and it is my first deposit into that account. I had absolutely no problem with doing what they said was necessary to get my card not be suspended any longer or the limit/s removed. On XX/XX/2021, I call the customer service number for Huntington National Bank they then try to verify my identity by sending a text message to an old number I had used in XXXX to sign up for the account even though I had no access to that phone number and had the account number changed weeks before this. I was confused as to why they couldn't use my current phone number on my account for verification. The customer service representative then says because I have no access to the phone number that I used to sign up with that my next step is to verify my identity by having me personally walk into a branch. Unfortunately the only close branch to where I am located is in Illinois I am in XXXX and I am also XXXX XXXX  XX/XX/XXXX with a XX/XX/XXXX. \nOn XX/XX/2021, I called the customer service phone line and spoke to a gentleman and I offered to send Huntington National Bank a copy of my license, or fax a copy. I also tried to see if they would be willing to accept a conference XXXX video call with me in person as well I was denied and told that the only way to obtain access to my card was by walking into a branch in person. On XX/XX/2021, Again, I called the Huntington National Bank customer service phone number and I answered the secret code that Huntington National Bank requires you to set up for verification purposes. I also answered it correctly. I then answer the back up questions they had me set up online and also I answer the questions correctly. Again I was told that nothing they can do at this point I offered to send them a copy of my social security card, a copy of my birth certificate, or have a notary sign a document stating I am who I am. \nHuntington WILL NOT help me at all. Huntington National Bank refuses to collaborate with me so that we can get this figured out. Plus, every time I have called they are constantly on an hour long wait or longer. So it takes me a very long time to get ahold of someone.\n\nHuntington National Bank could careless that I am XXXX XXXX XX/XX/XXXX with my XX/XX/XXXX and that my DR is NOT allowing me to take a flight at this time due to being XX/XX/XXXXXX/XX/XXXX. I refuse to risk the life of myself or my XXXX or the both of us because I took a flight to XXXX, Illinois against my Dr 's wishes. No amount of money could ever replace my XXXX so I feel going to XXXX is not acceptable at for me at this time. \nHonestly, I can't even get to Illinois without the money that they have suspended in my account. I decided on XX/XX/2021, that I wanted to close my account with them and have them issue a check for the remaining balance and they WILL NOT let me do that either. I recorded a phone call with the last customer service representative that I spoke to and have literally tried everything in my power to meet there requirements and have met them. Yet, I get nothing but the same answers. \nI've read all there fine print and disclosures which it doesnt state anywhere that an in-person identity verification is going to be necessary at any point in time for out of state customers opening a new account. They advertise a {$200.00} sign on bonus to anyone who opens an account threw them. No where does it say for certain states or cities. Plus, no bank should allow someone to open an account out of state if they do not offer out of state online banking. \nI've also done research on the FDIC website and spoke to a customer service representative for Huntington National Bank about Huntington National Bank being FDIC certified which means they are required to follow laws and regulations that the FDIC has required them to follow. The FDIC states clearly on the FDIC website that they are to accommodate me and accommodate me practically. Especially if they are the ones requiring me to verify my identity to them. \nTo have me take a flight to Illinois from XXXX while I am XXXX XXXX  and XXXX XXXX XXXX  does not seem practical to me what so ever. Or the fact that I would be going against my doctor 's wishes by taking a flight to Illinois. Huntington did not care about any of those things or the fact that I read off there own disclosures word for word to them and asked exactly where it says this is necessary to out of state customers or the protocol they require when someone opens a new account online. Again, Huntington advertises that they are a bank that offers online banking to customers out of state. There was absolutely No warnings, no alerts, no notifications whatsoever in place to warn me that I would have to do an in person identity verification by walking into a branch in person. \nHuntington National Bank will not give me ANY answers or even acknowledge any of the FDIC laws and regulations that I have looked into. They refuse to even acknowledge there own policies. I have gotten absolutely no help, nothing. This bank just repeatedly keeps saying that until I come into a branch in person they will not let me access any of my money or my account period. My account is now completely suspended and I have absolutely no access to it now. When it all started with my debit card being suspended after reaching the daily transfer limits. I have no idea how this has escalated to this point. \nThey are willing to endanger myself and my XXXX XXXX by requiring me to board a plane. If I did take a flight against my doctor 's will and something happens to either of us or both of us who's going to pay for that? \nI really, really, need this money to pay my rent, my bills, put gas in my car, and prepare for my son 's arrival. My credit card bills need to be paid and some of my debt etc. \nI am now stuck in this situation I don't know what my personal rights are or what they can or can not do as a bank etc. Any help would be appreciated at this time. This has been ongoing for 4 or 5 days now and I have spoke to a senior director who's name is XXXX XXXX she refused to help me at all. She said I was stupid for opening an online bank account with a bank that has no branches within XXXX miles. That as the customer this is all my fault for wanting to be a customer of there bank without any branches close to me. I then moved the remaining balance of {$5100.00} into my savings account through Huntington National Bank since I am unable to transfer it anywhere else. She then suspended my entire account. I now do not have ANY access to my online bank account what so ever. Huntington National Bank can not promise me that my money will not be deposited back to unemployment nor can they promise me that my money will be there if I were to so happen to make a flight to XXXX, Illinois. I can not take a chance of the funds being sent back or not available to me if I were to go to Illinois and walk into a branch and identify my identity. I would need the funds to pay for lodging, cab fare, food, etc for not only myself but my husband as well since he will not allow me to go to XXXX, Illinois alone since I've never even been to that side of the United States in my life and being XXXX XXXX pregnant with our son. Huntington refuses to help pay for any of that or to compromise with me in anyway. So I am unsure what exactly I should do in this matter at this time. I have spoken to 7+ or 8+ different between XXXX XXXX and XXXX XXXX no one can help me. There customer service representatives all state the same thing over and over they show no compassion or understanding for my situation as well after reading the notes written by the last representative that I had dealt with and tried figuring out what to do with this situation. \nAfter spending an entire night reading there disclosures for online banking and ALL of there small print contracts and disclosures I saw that Huntington Bank allows you to have a delegate, I offered to have my husband go to XXXX in my place to verify my identity as my delegate and they will not allow that either. What is the poinXXXX of allowing someone to appoint a delegate for there account if they can not appoint a delegate?\n\nI also saw in the disclosures for Huntington National Bank 's online banking that if they were to start an investigation into any identity verification, money laundering, any errors, issues, identity theft, verifications, etc. Huntington National Banks policy states : that they would be required to give me temporary access to my account and the funds that are also within my account within ten days of them starting an investigation. Until Huntington National Bank can get all the information together and the final results have been processed.\n\nHuntington National Bank will not take any accountability for what there own policy and disclosures state. They refuse to help me at all and are stealing from me so since I felt closing my account in total and never using them as my personal bank again is the best decision at this time for myself and having a check issued in my name to my address for the remaining balance in my account and the customer service representative stated that they refuse to let me close my account and that I can not close my account until I verify my identity by walking into a branch in person. I've tried literally everything on my end to fix this situation and at this point I am at a loss of words. I am extremely frustrated, and my XX/XX/XXXX is being affected due to this XXXX XXXXXXXX situation. It's causing my XXXX XXXX to be extremely high and my XXXX XXXX is being XXXX  out. \nNote : I have a recorded phone call with Huntington National Bank, I am not able to upload it at this time, this web page will not let me upload it for some reason. If necessary I can send it to the required parties through email or another way to attach it. I am not technically inclined.","date_sent_to_company":"2021-07-11T06:16:05.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"800XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4532145","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HUNTINGTON NATIONAL BANK, THE","date_received":"2021-07-11T01:32:08.000Z","state":"CO","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Huntington National Banks <em>policy</em> states : that they would be required to give me temporary <em>access</em> to my account and the funds that are also within my account within ten days of them starting an investigation. Until Huntington National Bank can get all the information together and the final results have been processed.\n\nHuntington National Bank will not take any accountability for what there own <em>policy</em> and disclosures state."]},"sort":[8.153636,"4532145"]},{"_index":"complaint-public-v1","_id":"7837704","_score":7.996039,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"The equitable rights, rights of action, title, and interest of the estate belong to the XXXX XXXX XXXX XXXX living trust ; the name is registered, common law copyrighted, and is the private property of the trust ; any chose-in-action listed in the report is executed by the Beneficiary also being the private property of the trust including all accounts, credit, and securities. Anyone found holding any legal title in the Street Name belonging to the estate is assumed to be a Trustee of this trust, whether express, implied, or constructive. Regarding the matters of estates and trusts, equity has exclusive jurisdiction. \n\nThere appears to be a conflict of interest between the Trustees interest and the beneficiary, a usurpation of the beneficiarys rights, the beneficiary does not monetarily benefit from the sale and use of the estate property in the furnished reports, nor is any of the present adverse consumer reporting beneficial to the beneficiary and presently favors the financial interest of the Credit Agency and its members as Data Furnishers : To my knowledge, as beneficiary, there is to be no adverse reporting of an estate trust by any credit reporting agency, especially without consent or a written instruction or request from the consumer 's beneficiary. I reserve my rights to financial privacy rights as beneficiary, a man ; I provide this written request and instruction to remove the following adversely reported items and listed inquiries contained improperly in the consumer report without consent, authorization, and deficient any reporting notice to the beneficiary by either the National Credit Reporting Agency or the Data Furnisher, both being Trustees over the estate : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX With regard to any access to education records procedures outlined in Title 20 U.S. Code 1232g must be followed and insure the records are not inaccurate, misleading, or otherwise in violation of the privacy rights of students, and to provide an opportunity for the correction or deletion of any such inaccurate, misleading or otherwise inappropriate data contained therein ; Any adverse items listed and reporting late payments are not in compliance with Title 15 U.S. Code 1666b ; none of the Data Furnishers of listed open-end credit plans have NOT provided or demonstrated any evidence that statements were provided at least 21 days before the date specified for payment and any reported late payments by said data furnishers need to be removed from the consumer report. \n\nFurthermore, it is a Maxim of law that Equity follows the Law, that equity will not suffer a wrong without a remedy nor allow a statute to be a cloak for fraud and unfair and deceptive trade practices involving the unauthorized practice of law by a corporation. \n\nThe Laws and Regulations according to the Fair Credit Reporting Act Title 15 U.S. Code 1681 section 602 a states \" There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' Equifax and XXXX are consumer reporting agencies and I am the Consumer Beneficiary. I have the right to make sure my private information isn't shared which is backed by Title 15 U.S. Code 6801 which states \" It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. Title 15 U.S. Code 1681 section 604 a section 2 states that \" In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies Equifax, XXXX, and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to Equifax, XXXX, XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked as of this notice. \n\nTitle 15 U.S. Code 6802 ( b ) ( c ) states that \" A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' The Furnishers of information to credit reporting agencies have never informed me by notice of my right to exercise my non-disclosure option. Not only that but Title 15 U.S. Code 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' The listed accounts and inquiries are adverse items reported without notice or my permission, producing an effect that prevents access to my estates extensions of credit as the beneficiary, denied rights of action, chose-in-action, a conflict of interest against the equity and the law. Title 15 U.S. Code 1681s2 ( A ) ( 1 ) A states \" A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. Equifax, XXXX, XXXX, and XXXX are not maintaining reasonable procedures. Also, 12 CFR 1016.7 states that \" A consumer may exercise the right to opt-out at any time. '' I am invoking my right NOW ; I am opting out of your reporting services regarding any adverse reporting in conflict of interest with the Beneficiary and Trustee. \n\nRegulations further provide Credit Reporting Agencies are ONLY exceptions to the notice and opt-out requirements provided in 12 CFR 1016.15, with the consent or at the direction of the consumer, provided that the consumer has not revoked the consent or direction ; I declare under penalty and perjury under the laws of the United States of America that the foregoing is true and correct. Title 28 U.S. Code 1746. \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Beneficiary Non-person, Non-Statutory, All rights reserved. ( E-sign Act ) XXXX","date_sent_to_company":"2023-11-12T02:05:56.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"28269","tags":null,"has_narrative":true,"complaint_id":"7837704","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-11-12T02:05:52.000Z","state":"NC","company_public_response":null,"sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["Code 6801 which states \" It is the <em>policy</em> of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the <em>security</em> and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. Title 15 U.S."]},"sort":[7.996039,"7837704"]},{"_index":"complaint-public-v1","_id":"7837703","_score":7.984511,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"The equitable rights, rights of action, title, and interest of the estate belong to the XXXX XXXX XXXX XXXX living trust ; the name is registered, common law copyrighted, and is the private property of the trust ; any chose-in-action listed in the report is executed by the Beneficiary also being the private property of the trust including all accounts, credit, and securities. Anyone found holding any legal title in the Street Name belonging to the estate is assumed to be a Trustee of this trust, whether express, implied, or constructive. Regarding the matters of estates and trusts, equity has exclusive jurisdiction. \n\nThere appears to be a conflict of interest between the Trustees interest and the beneficiary, a usurpation of the beneficiarys rights, the beneficiary does not monetarily benefit from the sale and use of the estate property in the furnished reports, nor is any of the present adverse consumer reporting beneficial to the beneficiary and presently favors the financial interest of the Credit Agency and its members as Data Furnishers : To my knowledge, as beneficiary, there is to be no adverse reporting of an estate trust by any credit reporting agency, especially without consent or a written instruction or request from the consumer 's beneficiary. I reserve my rights to financial privacy rights as beneficiary, a man ; I provide this written request and instruction to remove the following adversely reported items and listed inquiries contained improperly in the consumer report without consent, authorization, and deficient any reporting notice to the beneficiary by either the National Credit Reporting Agency or the Data Furnisher, both being Trustees over the estate : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  With regard to any access to education records procedures outlined in Title 20 U.S. Code 1232g must be followed and insure the records are not inaccurate, misleading, or otherwise in violation of the privacy rights of students, and to provide an opportunity for the correction or deletion of any such inaccurate, misleading or otherwise inappropriate data contained therein ; Any adverse items listed and reporting late payments are not in compliance with Title 15 U.S. Code 1666b ; none of the Data Furnishers of listed open-end credit plans have NOT provided or demonstrated any evidence that statements were provided at least 21 days before the date specified for payment and any reported late payments by said data furnishers need to be removed from the consumer report. \n\nFurthermore, it is a Maxim of law that Equity follows the Law, that equity will not suffer a wrong without a remedy nor allow a statute to be a cloak for fraud and unfair and deceptive trade practices involving the unauthorized practice of law by a corporation. \n\nThe Laws and Regulations according to the Fair Credit Reporting Act Title 15 U.S. Code 1681 section 602 a states \" There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer Beneficiary. I have the right to make sure my private information isn't shared which is backed by Title 15 U.S. Code 6801 which states \" It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. Title 15 U.S. Code 1681 section 604 a section 2 states that \" In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX, Transunion, and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, Transunion, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked as of this notice. \n\nTitle 15 U.S. Code 6802 ( b ) ( c ) states that \" A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' The Furnishers of information to credit reporting agencies have never informed me by notice of my right to exercise my non-disclosure option. Not only that but Title 15 U.S. Code 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' The listed accounts and inquiries are adverse items reported without notice or my permission, producing an effect that prevents access to my estates extensions of credit as the beneficiary, denied rights of action, chose-in-action, a conflict of interest against the equity and the law. Title 15 U.S. Code 1681s2 ( A ) ( 1 ) A states \" A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, Transunion, XXXX, and XXXX are not maintaining reasonable procedures. Also, 12 CFR 1016.7 states that \" A consumer may exercise the right to opt-out at any time. '' I am invoking my right NOW ; I am opting out of your reporting services regarding any adverse reporting in conflict of interest with the Beneficiary and Trustee. \n\nRegulations further provide Credit Reporting Agencies are ONLY exceptions to the notice and opt-out requirements provided in 12 CFR 1016.15, with the consent or at the direction of the consumer, provided that the consumer has not revoked the consent or direction ; I declare under penalty and perjury under the laws of the United States of America that the foregoing is true and correct. Title 28 U.S. Code 1746. \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX , Beneficiary Non-person, Non-Statutory, All rights reserved. ( E-sign Act ) XXXX","date_sent_to_company":"2023-11-12T02:05:56.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"28269","tags":null,"has_narrative":true,"complaint_id":"7837703","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2023-11-12T02:05:52.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["Code 6801 which states \" It is the <em>policy</em> of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the <em>security</em> and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. Title 15 U.S."]},"sort":[7.984511,"7837703"]},{"_index":"complaint-public-v1","_id":"7837702","_score":7.979455,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"The equitable rights, rights of action, title, and interest of the estate belong to the XXXX XXXX XXXX XXXX living trust ; the name is registered, common law copyrighted, and is the private property of the trust ; any chose-in-action listed in the report is executed by the Beneficiary also being the private property of the trust including all accounts, credit, and securities. Anyone found holding any legal title in the Street Name belonging to the estate is assumed to be a Trustee of this trust, whether express, implied, or constructive. Regarding the matters of estates and trusts, equity has exclusive jurisdiction. \n\nThere appears to be a conflict of interest between the Trustees interest and the beneficiary, a usurpation of the beneficiarys rights, the beneficiary does not monetarily benefit from the sale and use of the estate property in the furnished reports, nor is any of the present adverse consumer reporting beneficial to the beneficiary and presently favors the financial interest of the Credit Agency and its members as Data Furnishers : To my knowledge, as beneficiary, there is to be no adverse reporting of an estate trust by any credit reporting agency, especially without consent or a written instruction or request from the consumer 's beneficiary. I reserve my rights to financial privacy rights as beneficiary, a man ; I provide this written request and instruction to remove the following adversely reported items and listed inquiries contained improperly in the consumer report without consent, authorization, and deficient any reporting notice to the beneficiary by either the National Credit Reporting Agency or the Data Furnisher, both being Trustees over the estate : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX With regard to any access to education records procedures outlined in Title 20 U.S. Code 1232g must be followed and insure the records are not inaccurate, misleading, or otherwise in violation of the privacy rights of students, and to provide an opportunity for the correction or deletion of any such inaccurate, misleading or otherwise inappropriate data contained therein ; Any adverse items listed and reporting late payments are not in compliance with Title 15 U.S. Code 1666b ; none of the Data Furnishers of listed open-end credit plans have NOT provided or demonstrated any evidence that statements were provided at least 21 days before the date specified for payment and any reported late payments by said data furnishers need to be removed from the consumer report. \n\nFurthermore, it is a Maxim of law that Equity follows the Law, that equity will not suffer a wrong without a remedy nor allow a statute to be a cloak for fraud and unfair and deceptive trade practices involving the unauthorized practice of law by a corporation. \n\nThe Laws and Regulations according to the Fair Credit Reporting Act Title 15 U.S. Code 1681 section 602 a states \" There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and Experian are consumer reporting agencies and I am the Consumer Beneficiary. I have the right to make sure my private information isn't shared which is backed by Title 15 U.S. Code 6801 which states \" It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. Title 15 U.S. Code 1681 section 604 a section 2 states that \" In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX, XXXX, and Experian do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, Experian, XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked as of this notice. \n\nTitle 15 U.S. Code 6802 ( b ) ( c ) states that \" A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' The Furnishers of information to credit reporting agencies have never informed me by notice of my right to exercise my non-disclosure option. Not only that but Title 15 U.S. Code 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' The listed accounts and inquiries are adverse items reported without notice or my permission, producing an effect that prevents access to my estates extensions of credit as the beneficiary, denied rights of action, chose-in-action, a conflict of interest against the equity and the law. Title 15 U.S. Code 1681s2 ( A ) ( 1 ) A states \" A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX, Experian, and XXXX are not maintaining reasonable procedures. Also, 12 CFR 1016.7 states that \" A consumer may exercise the right to opt-out at any time. '' I am invoking my right NOW ; I am opting out of your reporting services regarding any adverse reporting in conflict of interest with the Beneficiary and Trustee. \n\nRegulations further provide Credit Reporting Agencies are ONLY exceptions to the notice and opt-out requirements provided in 12 CFR 1016.15, with the consent or at the direction of the consumer, provided that the consumer has not revoked the consent or direction ; I declare under penalty and perjury under the laws of the United States of America that the foregoing is true and correct. Title 28 U.S. Code 1746. \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Beneficiary Non-person, Non-Statutory, All rights reserved. ( E-sign Act ) XXXX","date_sent_to_company":"2023-11-12T02:05:37.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"28269","tags":null,"has_narrative":true,"complaint_id":"7837702","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-11-12T01:59:09.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["Code 6801 which states \" It is the <em>policy</em> of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the <em>security</em> and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. Title 15 U.S."]},"sort":[7.979455,"7837702"]},{"_index":"complaint-public-v1","_id":"2947747","_score":7.970834,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/XXXX a check was deposited into my account it was a cashiers check and Ive been expecting settlements from a car accident and knew a check had been issued to the lawyer on XX/XX/XXXX. Also Im waiting for 2 settlements from my ex husband from the state of Ohio. It was later in the day which is a bad time for me and I just assumed and deposited it. On XX/XX/XXXX it came back as a fraudulent check the funds for it were reversed. On this day I was on my second day of a four days in bed. I talked to one gentleman at the bank. He explained what happened and said he couldnt help because I used the funds I stated around XXXX XXXX dollars he agreed we hung up. Hours later after waking up from a medication dose I had more questions so I called back. At that time a woman informed me of three separate transactions all from the same XXXX store two towns away. They were for {$1000.00}, {$900.00}, {$78.00}. I informed the woman I only do my shopping online and very rarely leave my house and had actually made an online purchase to XXXX that morning using my XXXX account. But I did admit to recognizing charges to a dollar store and XX/XX/XXXX and told her I had my daughter go get me some things. She closed my card and sent me something to fill out. XX/XX/XXXX I sent the form stating a dispute for the charges at some point a {$1900.00} credit was put on my account on XX/XX/XXXX on XX/XX/XXXX I received a call from a woman using a very off putting tone stating my dispute has been denied and the money would be reversed on XX/XX/XXXX. 7 days later even though the funds were available within the next day. They froze the account for 7 days. This woman told me my PIN number was used for these transactions I disagreed and explained I havent used a pin at a store for 23 years because of extra charges that used to occur she stated its impossible to not use a pin for the card. She insisted about my PIN number 3 times then stated I used it at an atm recently so it must be true. She then scolded me for letting my daughter use my card to my bank even though it is my money. I also read all their policies I could find and it is not stated that that is not allowed. She then blamed me for having the money in my account and told me if it wasnt in there the charges would not of went through. At this point I hung up and consulted my husband. We always thought money was supposed to be in your bank account and have never been blamed before for having any in our accounts. Plus I feel its obvious it is a military account that the military puts money in for my husbands service and anyone can put a card on a machine hope it works then take another chance and so on. We then started going back and forth with the bank with a different solution and story from approximately 25 people through my now on 19 days journey. But we didnt know the account was frozen I was just told the money would be removed on XX/XX/XXXX. After a doctors appointment we tried to use my husbands card on XX/XX/XXXX and it had been declined with his deposit and my support deposit in it. We called the woman said it was frozen but the money should have come out because it was available she then later stated the XXXX. I then called and requested a letter from the denial I received one in the mail it was dated on XX/XX/XXXX and it also verified fund removal would be on the XXXX also that all pre scheduled payments would be honored for 5 days after the date of the letter. They werent they were all sent back and I am now responsible for extra fees. On XX/XX/XXXX a secure message was sent stating as soon as our account reached {$2800.00} that amount would be removed because of the bad check. It was already removed. So once again given wrong information. On XX/XX/XXXX the money disappeared from my account balance with no record of where it went. I also had been on the phone everyday with a representative no questions ever got answered. XX/XX/XXXX finally arrived at XXXX at night I received a message that my account was open and in the positive status. At XXXX XX/XX/XXXX I called to verify the woman looked said it was fine even called the back office for a second verification. I tried to use the account had issues called back at XXXX again assured everything was working. Another call went to them at XXXX once again told everything looked good I proceeded to catch up the bills that had been returned. My husband went to a pet store and a dollar store and I think XX/XX/XXXX. Everything was fine. Later he ran somewhere and the card was declined we looked up the account and the {$1900.00} had been taken out in the middle of the day. Yes I called. A not nice woman looked into it then went on to tell me oh well it came out a day late I should of known better. This is after 4 verifications from representatives of the bank. I once again had to sit there and be scolded and told its all my fault. Again all bills I paid were returned and over {$300.00} charges have been charged to me. Even after one woman I talked to that said everything was fine had noticed a returned check fee on my account and reversed it on XX/XX/XXXX saying it was a mistake. Ive recieved three different stories of how to file an appeal a couple days after a woman telling me to secure message them I received an answer stating that they see that theyve told me how to do it already. After a phone call that lasted for 2 hours and 14 minutes I was told to call between 8-5 the next day to speak with security and this was relayed to me from the security office. The next day I called back that phone call lasted 3 hours and 31 minutes and included 2 people calling the security office 3 times between the both of them. I was then relayed the message I will not be allowed to have a debit card to access my money for 6 months. Still no help. It has now been 19 days our second direct deposits will be dropping in the morning but once again the money will be eaten away. As being two cycles of pay which our bills separate and come out at each pay and now will be returned again and more fees will happen my husbands command will more than likely be notified along with this hit being taken into consideration for his security clearance which his job depends on. Today is 2 weeks since I requested a copy of the denial letter I got an email from member services with an attached copy of it this afternoon. In my long journey I have done a fair amount of research on this credit union. I have found such bad reviews and sadly one of them is almost my exact story and pieces and parts of the other ones also share my experience. I understand there are millions of customers at these credit unions Im also wondering how many people this is happening to that this takes so long to get a reaction to. My denial and debit card being revoked decisions where made in approximately 2 days. This is peoples lifes and careers and credit they are messing with and dragging their feet with. Also in their policy one of the first sentences is that they are constantly monitoring for unusual transactions on your account. Im confused on how 3 separate transactions in one place for more money than Ive ever  spent other than on a car that I had to call the bank and get permission to do first doesnt flag anything especially since I have alerts for purchases around {$200.00} in one day in one purchase that they have flagged. I have had problems with charges on my cards before and I understand the process that needs to be taken and I usually receive a letter within a month or two. Ive never had this happen. Im sorry but in all my career, and education to get the status and credentials I have and running XXXX dollar companies Ive never seen, heard or experienced anything like this.","date_sent_to_company":"2018-06-27T23:10:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"233XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2947747","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2018-06-27T21:30:19.000Z","state":"VA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["After a phone call that lasted for 2 hours and 14 minutes I was told to call between 8-5 the next day to speak with <em>security</em> and this was relayed to me from the <em>security</em> office. The next day I called back that phone call lasted 3 hours and 31 minutes and included 2 people calling the <em>security</em> office 3 times between the both of them. I was then relayed the message I will not be allowed to have a debit card to <em>access</em> my money for 6 months. Still no help."]},"sort":[7.970834,"2947747"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":76,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":76}]}},"product":{"doc_count":76,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":31,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":31}]}},{"key":"Checking or savings account","doc_count":20,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":14},{"key":"Other banking product or service","doc_count":4},{"key":"Savings account","doc_count":2}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":3},{"key":"Mobile or digital wallet","doc_count":1},{"key":"Money order, traveler's check or cashier's check","doc_count":1}]}},{"key":"Mortgage","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2},{"key":"Home equity loan or line of credit (HELOC)","doc_count":2},{"key":"VA mortgage","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose prepaid card","doc_count":2},{"key":"General-purpose credit card or charge card","doc_count":1},{"key":"Government benefit card","doc_count":1}]}},{"key":"Debt collection","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card debt","doc_count":2},{"key":"I do not know","doc_count":1}]}},{"key":"Credit card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1},{"key":"Store credit card","doc_count":1}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":2}]}},{"key":"Prepaid card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose prepaid card","doc_count":1},{"key":"Government benefit card","doc_count":1}]}},{"key":"Student loan","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Federal student loan servicing","doc_count":1},{"key":"Private student loan","doc_count":1}]}}]}},"issue":{"doc_count":76,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Improper use of your report","doc_count":21,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Reporting company used your report improperly","doc_count":21}]}},{"key":"Managing an account","doc_count":15,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":6},{"key":"Problem accessing account","doc_count":4},{"key":"Problem using a debit or ATM card","doc_count":4},{"key":"Funds not handled or disbursed as instructed","doc_count":1}]}},{"key":"Problem with a company's investigation into an existing problem","doc_count":6,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Their investigation did not fix an error on your report","doc_count":6}]}},{"key":"Unable to get your credit report or credit score","doc_count":5,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem getting your free annual credit report","doc_count":3},{"key":"Other problem getting your report or credit score","doc_count":2}]}},{"key":"Fraud or scam","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Closing an account","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Funds not received from closed account","doc_count":3}]}},{"key":"Problem with a purchase or transfer","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Charged for a purchase or transfer you did not make with the card","doc_count":2},{"key":"Card company isn't resolving a dispute about a purchase or transfer","doc_count":1}]}},{"key":"Attempts to collect debt not owed","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Debt is not yours","doc_count":1},{"key":"Debt was result of identity theft","doc_count":1}]}},{"key":"Closing on a mortgage","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closing disclosure or other related disclosures","doc_count":1}]}},{"key":"Dealing with your lender or servicer","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with customer service","doc_count":1},{"key":"Received bad information about your loan","doc_count":1}]}},{"key":"Getting a credit card","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card opened without my consent or knowledge","doc_count":1},{"key":"Delay in processing application","doc_count":1}]}},{"key":"Opening an account","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Unable to open an account","doc_count":2}]}},{"key":"Struggling to pay mortgage","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Foreclosure","doc_count":1}]}},{"key":"Advertising","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Changes in terms from what was offered or advertised","doc_count":1}]}},{"key":"Applying for a mortgage or refinancing an existing mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Incorrect information on your report","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Account information incorrect","doc_count":1}]}},{"key":"Other service problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem getting a card or closing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble closing card","doc_count":1}]}},{"key":"Problem with a purchase shown on your statement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":1}]}},{"key":"Written notification about debt","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Didn't receive notice of right to dispute","doc_count":1}]}}]}},"timely":{"doc_count":76,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":74},{"key":"No","doc_count":2}]}},"company_response":{"doc_count":76,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":54},{"key":"Closed with non-monetary relief","doc_count":18},{"key":"Closed with monetary relief","doc_count":3},{"key":"Untimely response","doc_count":1}]}},"submitted_via":{"doc_count":76,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":76}]}},"company":{"doc_count":76,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"EQUIFAX, INC.","doc_count":12},{"key":"Experian Information Solutions Inc.","doc_count":9},{"key":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","doc_count":8},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":5},{"key":"Block, Inc.","doc_count":3},{"key":"CITIBANK, N.A.","doc_count":3},{"key":"Chime Financial Inc","doc_count":3},{"key":"Comerica","doc_count":3},{"key":"UNITED SERVICES AUTOMOBILE ASSOCIATION","doc_count":3},{"key":"CAPITAL ONE FINANCIAL CORPORATION","doc_count":2},{"key":"HUNTINGTON NATIONAL BANK, THE","doc_count":2},{"key":"JPMORGAN CHASE & CO.","doc_count":2},{"key":"LEXISNEXIS","doc_count":2},{"key":"NAVY FEDERAL CREDIT UNION","doc_count":2},{"key":"ALLY FINANCIAL INC.","doc_count":1},{"key":"Advanced Resolution Services Inc.","doc_count":1},{"key":"BARCLAYS BANK DELAWARE","doc_count":1},{"key":"DISCOVER BANK","doc_count":1},{"key":"FIRST NATIONAL BANK OF OMAHA","doc_count":1},{"key":"First Federal Credit Control, Inc.","doc_count":1},{"key":"Nelnet, Inc.","doc_count":1},{"key":"Oakridge Direct Solutions Inc.","doc_count":1},{"key":"Paypal Holdings, Inc","doc_count":1},{"key":"REGIONS FINANCIAL CORPORATION","doc_count":1},{"key":"SANTANDER BANK, NATIONAL ASSOCIATION","doc_count":1},{"key":"SLM CORPORATION","doc_count":1},{"key":"SOFI TECHNOLOGIES, INC.","doc_count":1},{"key":"SYNCHRONY FINANCIAL","doc_count":1},{"key":"Specialized Loan Servicing Holdings LLC","doc_count":1},{"key":"TRUIST FINANCIAL CORPORATION","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":76,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"NC","doc_count":14},{"key":"FL","doc_count":7},{"key":"OH","doc_count":7},{"key":"CA","doc_count":6},{"key":"MI","doc_count":6},{"key":"GA","doc_count":4},{"key":"AZ","doc_count":3},{"key":"CT","doc_count":3},{"key":"TX","doc_count":3},{"key":"AR","doc_count":2},{"key":"CO","doc_count":2},{"key":"MO","doc_count":2},{"key":"WA","doc_count":2},{"key":"IN","doc_count":1},{"key":"KS","doc_count":1},{"key":"LA","doc_count":1},{"key":"MA","doc_count":1},{"key":"MD","doc_count":1},{"key":"MN","doc_count":1},{"key":"MT","doc_count":1},{"key":"NM","doc_count":1},{"key":"OK","doc_count":1},{"key":"PA","doc_count":1},{"key":"TN","doc_count":1},{"key":"VA","doc_count":1},{"key":"VT","doc_count":1},{"key":"WY","doc_count":1}]}},"company_public_response":{"doc_count":76,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":34},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":6},{"key":"Company believes complaint is the result of an isolated error","doc_count":1}]}},"tags":{"doc_count":76,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":9},{"key":"Older American","doc_count":5},{"key":"Older American, Servicemember","doc_count":2}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{"2":[7.970639,"2947747"],"3":[5.430992,"3753369"],"4":[3.301693,"6775980"]}}}