{"took":347,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":1974,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5111855","_score":16.170622,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On or around XX/XX/21 I tried to use my card and found my account hand a zero balance I inquired with the bank and found out the {$40000.00} dollars in my account had been transferred out of my account into a unknown saving account.I didnt make this transaction or have a savings account I tried to submit a claim with Bank of America under claim number XXXX I spoke with XXXX at Bank of America and she said XXXX admit someone had recently added or updated your security questions and it was not you they said since then they have updated their security for your account and advised you to log on to online website and use the forgot user name and forgot password method so you can see a different user name has been previously added to your account","date_sent_to_company":"2022-01-15T08:53:04.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"91360","tags":null,"has_narrative":true,"complaint_id":"5111855","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-01-15T03:42:07.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["they said since then they have updated their <em>security</em> for your <em>account</em> and advised you to log on to online website and use the forgot user name and forgot password method so you can see a different user name has <em>been</em> previously <em>added</em> to your <em>account</em>"]},"sort":[16.170622,"5111855"]},{"_index":"complaint-public-v1","_id":"8002834","_score":16.096779,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I received money for services via Cashapp. I attempted to add my bank account and transfer funds to it, but they don't give you that option before you add a debit card. I added my debit card and transferred roughly half of the funds. Afterwards I was able to add my bank account. I did such and removed the linked debit card. I sent the remaining funds to that account. However Cashapp sends a text and app notification when a card or bank account is added or removed. Following the adding and removal of my debit card I received such messages and notifications. However following the adding of my bank account I received a notification and message that my babk was added, followed by a message that my debit card which I had removed and got notifications and messages that it was removed had been ADDED to the account. I immediately called Cashapp customer support to inquire why information I had explicitly revoked permission from them using in the form of removing it from my account was being added back without my permission. The person I spoke with was particularly rude and disrespectful and said without verifying and providing even more personal financial information they wouldn't address my issue qbd could only answer feneral questions. They already linked a debit card I explicitly removed so I had no trust in their integrity in regards to data protection regarding my finances, much less provide them with even more sensitive data before they would address what is either a glitch or an intentional, malicious disregard for privacy. So I told the customer service associate I had a general question and wanted to know how it was legal for them to add a debit card back to my account after I expressly removed it following me adding a bank account. The operator refused to answer the question until I provided my social security number, which is the most personal information a person owns as far as finances go. I suspect they're forcing people who won't provide a social security number, which they can not obligate customers to use, to utilize debit/credit transactions which fees. This would be opposed to direct bank account transactions which do not. This can not be the way a financial corporation is allowed to operate in the United States, while actively coercing and extorting consumers, half delivering services unless they provide more sensitive data than is necessary, and holding onto data after permission has been revoked.","date_sent_to_company":"2023-12-14T15:24:14.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"30214","tags":null,"has_narrative":true,"complaint_id":"8002834","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-12-14T15:05:17.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["So I told the customer service associate I had a general <em>question</em> and wanted to know how it was legal for them to <em>add</em> a debit card back to my <em>account</em> after I expressly removed it following me <em>adding</em> a bank <em>account</em>. The operator refused to answer the <em>question</em> until I provided my social <em>security</em> number, which is the most personal information a person owns as far as finances go."]},"sort":[16.096779,"8002834"]},{"_index":"complaint-public-v1","_id":"5364854","_score":15.744435,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XX/XX/22 Transunion XXXX. My credit freeze free membership reflected I was XXXX XXXX military. I have never been in the military. I spent all day trying to talk to a customer service representative. It took XXXX attempts before I was able to have the freeze taken off. \nXXXX I had an employer inquiry on my credit report. I tried to dispute the inquiry but was unable to online. In a couple of days the inquiry disappeared. How did this happen? \nXXXX I had a security question that I answered correctly. Unable to access my account. \nXXXX I was unable to look at all my security questions. XXXX of the security questions I don't recall adding to my account. I can no longer find the question XXXX My updated information was not transferred to my other membership accounts. \nXXXX I requested a fraud alert on my account due to having incorrect military information and fearing my identity has been stolen. No help that day. \nXXXX Only being able to submit XXXX dispute at a time. \n\nIt is unacceptable for a credit bureau to have these complaints. Disappearing information, incorrect freezes etc. It is unacceptable that there are XXXX logins. They are making it harder for their clients not easier. The credit bureau should be held to the same standards as financial institutions and banking.","date_sent_to_company":"2022-03-24T20:49:51.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"5364854","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2022-03-24T20:30:05.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX of the <em>security</em> <em>questions</em> I don't recall <em>adding</em> to my <em>account</em>. I can no longer find the <em>question</em> XXXX My updated information was not transferred to my other membership <em>accounts</em>. \nXXXX I requested a fraud alert on my <em>account</em> due to having incorrect military information and fearing my identity has <em>been</em> stolen. No help that day. \nXXXX Only being able to submit XXXX dispute at a time. \n\nIt is unacceptable for a credit bureau to have these complaints."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.744435,"5364854"]},{"_index":"complaint-public-v1","_id":"4340775","_score":15.721511,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am XXXX XXXX XXXX and have recently been diagnosed with XXXX. When completing an application to lease a new apartment, I found that a security freeze had been placed on my account at Equifax without my knowledge. \n\nI enlisted my daughter 's assistance to help remove the freeze online on XX/XX/2021. Though I responded to all questions correctly, I was directed to call Equifax. I called Equifax on XX/XX/2021, responded to all automated questions correctly, but, despite the original freeze options offered XXXX add freeze, temporarily lift, or remove freeze ), was only provided the option to add the security freeze to my file. The freeze, which was already on my account, was confirmed as successful and I had no opportunity to make any changes or select any other option. \n\nSo, I then called Equifax again on XX/XX/2021 to attempt to remedy the situation. I spoke to a representative and her supervisor, but I was advised to call back to go through the automated system once again or to mail a copy of my social security card and driver 's license to their office. I do not feel comfortable sending copies of this sensitive information through the mail ( or to this agency that does not seem to have accurate information on me ), so, as directed, I called Equifax again on XX/XX/2021. I responded to the automated questions and was again directed to call them back. \n\nQuite frankly, I feel that I am caught in a loop that I did not create -- and that I am unable to resolve. Any assistance that you can lend would be most appreciated.","date_sent_to_company":"2021-04-30T20:10:30.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"28205","tags":"Older American","has_narrative":true,"complaint_id":"4340775","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2021-04-30T19:31:13.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am XXXX XXXX XXXX and have recently <em>been</em> diagnosed with XXXX. When completing an application to lease a new apartment, I found that a <em>security</em> freeze had <em>been</em> placed on my <em>account</em> at Equifax without my knowledge. \n\nI enlisted my daughter 's assistance to help remove the freeze online on XX/XX/2021. Though I responded to all <em>questions</em> correctly, I was directed to call Equifax."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.721511,"4340775"]},{"_index":"complaint-public-v1","_id":"9114287","_score":15.690046,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have been dealing with identity theft that started picking up quickly in XX/XX/2023. \nSince then. I have repeatedly reached out to Transunion to freeze my credit. The thief is able to reset my online account and unfreeze my credit by using the option to reset by answering security questions, which can easily be answered using my credit report. \n\nI have reached out to Transunion numerous times, speaking with numerous departments, asking them to take away the option to unfreeze my credit online. Each time I have been met with resistance or the inability to do anything - one supervisor even offered to add a security phrase to my account and said this would be required to unfreeze my credit, but two agents since have confirmed that nothing was added and refuse to offer any additional help.","date_sent_to_company":"2024-05-28T21:49:41.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"90403","tags":null,"has_narrative":true,"complaint_id":"9114287","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-05-28T21:37:38.000Z","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":["Each time I have <em>been</em> met with resistance or the inability to do anything - one supervisor even offered to <em>add</em> a <em>security</em> phrase to my <em>account</em> and said this would be required to unfreeze my credit, but two agents since have confirmed that nothing was <em>added</em> and refuse to offer any additional help."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.690046,"9114287"]},{"_index":"complaint-public-v1","_id":"1985462","_score":15.270389,"_source":{"product":"Credit card","complaint_what_happened":"On Thursday morning XXXX XXXX, I was alerted by email that my XXXX XXXX card had a new user added to my account. I called and told them this was fraud and they took the necessary steps to verify my identity close the account and get a new card sent to me. At that time they also added a password to my account so that any future transactions by phone would need to verify the password to proceed. Later that same morning I received an email from XXXX, another creditor of mine that a new user had been added to my account. I called and reported it as fraud, they closed the account, made arrangements to get a new card to me and also added a password to my account to verify my identity for future transactions by phone. \n\nIn both instances the representatives that I talked to told me that someone called and had enough information about me ( social security number, and other financial information ) and after a few attempts was able to convince the representative that they were me. I immediately got a copy of my credit report and talked to someone at my credit monitoring service about the situation. They added a fraud alert to my credit report and recommended that I call my other credit card issuers to alert them to the situation. \n\nI called Bank of America, another creditor, to alert them to the possibility of fraud. There had been no evidence of it yet but we added a password to the account in the event an attempt was made. The next day I received a call from a fraud specialist at Bank of America questioning the addition of a new user to my account as she thought it might be fraudulent. I immediately told her to close the account and then I began questioning her on how this could happen since I had called the day before and added a password so this could n't happen over the phone. She told me that the caller could n't verify the password but was added to the account anyway! After I expressed my dissatisfaction with the situation she said that the regular customer service representatives are n't as well trained in fraud and account security. \n\nI received replacement cards from the XXXX creditors, when I called to activate the cards with XXXX and XXXX through the automated system I was immediately transferred to a fraud specialist for extensive questioning that started with me knowing the password that was placed on the account and then questions from my financial history so they could verify my identity before activating the cards ( exactly what I would expect in this situation ). \n\nWhen I called Bank of America I was able to activate the new card through the automated system by typing in the last XXXX digits of the account number. I was concerned about that so I called the customer service number, I got to a representative by inputting my social security number and when she picked up the phone she asked for the account password. I gave her the password and she told me that was n't the correct password and asked if I would like to change it. I did n't know what to say to her, I thought to myself they ca n't possibly have so little regard for account security on an account that has already been breached. I 'm convinced that by the end of the week the person that has all my information will convince someone at Bank of America to send them a new card for my account because their security is nonexistent. \n\nWho regulates this industry? Are there any rules in place to protect consumers from XXXX? A number of red flags should have been raised in my situation including multiple attempts to answer security questions, a request to add a user with a different last name and sending a card to a different address in a different state. Rules against any of those without a verification call to the primary phone number on the account would probably cut credit card fraud in half.","date_sent_to_company":"2016-06-26T21:41:56.000Z","issue":"Identity theft / Fraud / Embezzlement","sub_product":null,"zip_code":"08724","tags":null,"has_narrative":true,"complaint_id":"1985462","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2016-06-26T21:41:55.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["A number of red flags should have <em>been</em> raised in my situation including multiple attempts to answer <em>security</em> <em>questions</em>, a request to <em>add</em> a user with a different last name and sending a card to a different address in a different state. Rules against any of those without a verification call to the primary phone number on the <em>account</em> would probably cut credit card fraud in half."]},"sort":[15.270389,"1985462"]},{"_index":"complaint-public-v1","_id":"4510081","_score":15.070644,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Wakefield and associate keeps adding accounts that have been disputed and removed with all credit bureaus. Account amounts are not true nor accurate I was never contacted by originally debtor due to address change. I called and spoke with a rep who Did not properly ask security question to verify the call. The rep stated several accounts that had been removed by all three bureaus. I requested that the company send me these accounts that were showing active that werent disputed and removed. I made this call in XXXX and have not received this request sent validation. \n\nAmounts XXXX, XXXX,","date_sent_to_company":"2021-07-01T07:36:54.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"38116","tags":null,"has_narrative":true,"complaint_id":"4510081","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WAKEFIELD & ASSOCIATES, INC.","date_received":"2021-07-01T07:22:23.000Z","state":"TN","company_public_response":null,"sub_issue":"Old information reappears or never goes away"},"highlight":{"complaint_what_happened":["Wakefield and associate keeps <em>adding</em> <em>accounts</em> that have <em>been</em> disputed and removed with all credit bureaus. <em>Account</em> amounts are not true nor accurate I was never contacted by originally debtor due to address change. I called and spoke with a rep who Did not properly ask <em>security</em> <em>question</em> to verify the call. The rep stated several <em>accounts</em> that had <em>been</em> removed by all three bureaus. I requested that the company send me these <em>accounts</em> that were showing active that werent disputed and removed."]},"sort":[15.070644,"4510081"]},{"_index":"complaint-public-v1","_id":"2556929","_score":14.943972,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My identity was stolen in XX/XX/XXXX and the identity thief used my social security number to apply for a number of loans and lines of credit. They did not succeed in opening any accounts, but there were around XXXX hard credit inquiries on my credit report from the identity thief. After filing a police report, I contacted XXXX, XXXX, and Equifax to put a security freeze on my account. The security freeze was in place until XX/XX/XXXX, when the identity thief hacked into my online accounts with the XXXX credit bureaus ( answering a security question correctly to reset my passwords ) and obtained a copy of my credit report. Using the credit report, the identity thief contacted the credit bureaus and was able to answer the security questions correctly to lift the security freezes for all XXXX agencies. I was notified of the breach on XX/XX/XXXX, when I received an email notification from XXXX that my password had been reset. When I attempted to call the credit bureaus, they were closed and I had to wait until Monday, XX/XX/XXXX. I called XXXX, XXXX, and Equifax on XX/XX/XXXX and explained that the identity thief had obtained a copy of my credit report and used the information to lift the security freeze. XXXX  and XXXX put the security freeze back in place and assigned me a new PIN. I asked them to put additional security measures on my account, and asked that the security freeze only be lifted when they received a mail request from me with copies of identification. I called Equifax on XX/XX/XXXX to advise that my account may have been compromised. The representative assured me that my security freeze was still in place. When I asked for additional security measures to be added ( security freeze lifted by written request only ) they declined and advised that the security questions they had were sufficient. I explained that the identity thief could get past the security questions because they had my credit report. I asked to be transferred to an American call center representative, and was transferred several times before being transferred back to another off-shore call center representative. They did not understand my concerns and would not put any additional security measures in place, despite my explaining that the identity thief knew ALL of my prior financial history and could easily answer their security questions. On XX/XX/XXXX, I received notifications from XXXX that the identity thief was applying for payday loans online and there were multiple new hard credit inquiries through Equifax. I called Equifax and was advised that the security freeze was lifted on XX/XX/XXXX ( the same day I called to confirm that it WAS N'T lifted and was advised that it was still in place ). I was NOT notified via mail that the security freeze had been lifted. Not only that, but Equifax wanted to charge {$10.00} to put the security freeze back in place. When I advised that I had a police report on file, they could not locate it initially but eventually found it. As of right now, I have been advised that the security freeze will be back in place within 48 hours. They still declined to add additional security measures, so I am concerned that the identity thief will be able to lift the security freeze again and compromise my credit even further. I am frustrated with my experience with Equifax because they have a responsibility to safeguard my financial information. Working with them has been difficult because they do not understand my concerns and do not understand that the identity thief HAS ALL OF MY INFORMATION. I am trying to put additional security measures in place to stop this from happening again, but Equifax representatives will not work with me on alternative solutions. It is difficult enough dealing with the various lenders and creditors trying to clean up the mess that the identity thief created. This could all be stopped if proper security measures were put in place, like a personal PIN number or password that I create and that can not be reset over the phone. Or, like XXXX and XXXX has done -- put additional steps so the security freeze can not be lifted without written request plus proper identification documents. These XXXX credit bureaus were willing to put these measures in place, so why ca n't Equifax?","date_sent_to_company":"2017-06-23T06:44:12.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"484XX","tags":null,"has_narrative":true,"complaint_id":"2556929","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-06-23T01:48:47.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I asked them to put additional <em>security</em> measures on my <em>account</em>, and asked that the <em>security</em> freeze only be lifted when they received a mail request from me with copies of identification. I called Equifax on XX/XX/XXXX to advise that my <em>account</em> may have <em>been</em> compromised. The representative assured me that my <em>security</em> freeze was still in place."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[14.943972,"2556929"]},{"_index":"complaint-public-v1","_id":"4510087","_score":14.884809,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX keeps adding accounts that have been disputed and removed with all credit bureaus. Account amounts are not true nor accurate I was never contacted by originally debtor due to address change. I called and spoke with a rep who Did not properly ask security question to verify the call. The rep stated several accounts that had been removed by all three bureaus. I requested that the company send me these accounts that were showing active that werent disputed and removed. I made this call in XXXX and have not received this request sent validation. \n\nAmounts XXXX, XXXX,","date_sent_to_company":"2021-07-01T07:37:01.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"38116","tags":null,"has_narrative":true,"complaint_id":"4510087","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nationwide Recovery Systems, Ltd","date_received":"2021-07-01T07:36:58.000Z","state":"TN","company_public_response":null,"sub_issue":"Old information reappears or never goes away"},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX keeps <em>adding</em> <em>accounts</em> that have <em>been</em> disputed and removed with all credit bureaus. <em>Account</em> amounts are not true nor accurate I was never contacted by originally debtor due to address change. I called and spoke with a rep who Did not properly ask <em>security</em> <em>question</em> to verify the call. The rep stated several <em>accounts</em> that had <em>been</em> removed by all three bureaus. I requested that the company send me these <em>accounts</em> that were showing active that werent disputed and removed."]},"sort":[14.884809,"4510087"]},{"_index":"complaint-public-v1","_id":"6775274","_score":14.749995,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I want to add to my complaint about Trans Union report # XXXX. My account with trans Union has been hacked. It is so obvious. Slowly I have changed my report and frozen the information. But trans Union could care less. Just in the month of XXXX I have been locked out of my account 12 times and I have had to change my password 6 times. The reason I have been locked out so many times is that my security questions are not answered properly. Every time I try to get the security question corrected they claim that their computer is not working. I have frozen the account and no longer use it. They do no work to fix my report which includes taking false information. They want me to provide statements rather than ordering them on their own. This company is worthless. They do not care if my credit is bad.I cant get my information and my interaction with my creditors is basically useless. My creditors tell me that I have been hacked. How can I get Trans Union out of my life? I consider trans Union corrupt.","date_sent_to_company":"2023-04-25T11:45:49.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"478XX","tags":"Older American","has_narrative":true,"complaint_id":"6775274","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2023-03-30T20:26:51.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I want to <em>add</em> to my complaint about Trans Union report # XXXX. My <em>account</em> with trans Union has <em>been</em> hacked. It is so obvious. Slowly I have changed my report and frozen the information. But trans Union could care less. Just in the month of XXXX I have <em>been</em> locked out of my <em>account</em> 12 times and I have had to change my password 6 times. The reason I have <em>been</em> locked out so many times is that my <em>security</em> <em>questions</em> are not answered properly."]},"sort":[14.749995,"6775274"]},{"_index":"complaint-public-v1","_id":"6132988","_score":14.684916,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XX/XX/22 called in TransUnion consumer solutions to update personal information that was not accurate on my TransUnion consumer profile. After answering brief security questions to verify my identity. The TransUnion agent assured me that the inaccurate information was removed. Today I received fraud alerts form the other credit Bureaus XXXX and XXXX. Stating that there has been a name change to my credit profile. Logged into my my TransUnion account. To find out that the agent i previously spoken with had added a name to my consumer profile that not mine. This totally unacceptable. I spoke with a supervisor regarding the matter and the supervisor assured that the name would be removed with u the hour. It has not been I just been denied a line of credit and bank loan because of trans union consumer solutions added a name to my consume profile that not mine.","date_sent_to_company":"2022-10-26T05:44:26.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"55112","tags":null,"has_narrative":true,"complaint_id":"6132988","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2022-10-26T03:56:51.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["After answering brief <em>security</em> <em>questions</em> to verify my identity. The TransUnion agent assured me that the inaccurate information was removed. Today I received fraud alerts form the other credit Bureaus XXXX and XXXX. Stating that there has <em>been</em> a name change to my credit profile. Logged into my my TransUnion <em>account</em>. To find out that the agent i previously spoken with had <em>added</em> a name to my consumer profile that not mine. This totally unacceptable."]},"sort":[14.684916,"6132988"]},{"_index":"complaint-public-v1","_id":"6132563","_score":14.684916,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XX/XX/22 called in TransUnion consumer solutions to update personal information that was not accurate on my TransUnion consumer profile. After answering brief security questions to verify my identity. The TransUnion agent assured me that the inaccurate information was removed. Today I received fraud alerts form the other credit Bureaus XXXX and XXXX. Stating that there has been a name change to my credit profile. Logged into my my TransUnion account. To find out that the agent i previously spoken with had added a name to my consumer profile that not mine. This totally unacceptable. I spoke with a supervisor regarding the matter and the supervisor assured that the name would be removed with u the hour. It has not been I just been denied a line of credit and bank loan because of trans union consumer solutions added a name to my consume profile that not mine.","date_sent_to_company":"2022-10-26T05:44:38.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"55112","tags":null,"has_narrative":true,"complaint_id":"6132563","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2022-10-26T05:44:33.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["After answering brief <em>security</em> <em>questions</em> to verify my identity. The TransUnion agent assured me that the inaccurate information was removed. Today I received fraud alerts form the other credit Bureaus XXXX and XXXX. Stating that there has <em>been</em> a name change to my credit profile. Logged into my my TransUnion <em>account</em>. To find out that the agent i previously spoken with had <em>added</em> a name to my consumer profile that not mine. This totally unacceptable."]},"sort":[14.684916,"6132563"]},{"_index":"complaint-public-v1","_id":"3737472","_score":14.667619,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am attempting to add an authorized user to my account through the company 's online portal. After filling out the proper form and answering my security questions correctly, I receive an error message that my process can not be completed and to contact the company. I have attempted to contact the company through its online message portal several times. Each time I was told how to add a user, which I already know how to do. I was finally told to call the company. I have called three days in a row. The first two days I was on hold for over two hours and no one answered. Today I have been on hold for six hours and there is still no answer.","date_sent_to_company":"2020-07-09T19:43:03.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"37312","tags":null,"has_narrative":true,"complaint_id":"3737472","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2020-07-09T19:35:42.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I am attempting to <em>add</em> an authorized user to my <em>account</em> through the company 's online portal. After filling out the proper form and answering my <em>security</em> <em>questions</em> correctly, I receive an error message that my process can not be completed and to contact the company. I have attempted to contact the company through its online message portal several times. Each time I was told how to <em>add</em> a user, which I already know how to do. I was finally told to call the company."]},"sort":[14.667619,"3737472"]},{"_index":"complaint-public-v1","_id":"13342524","_score":14.494862,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I have an XXXX XXXX with Capital One and requested additional security protections due to concerns that family members have been impersonating me to obtain confidential loan details. Ive made Capital One aware of this issue by phone and asked for options such as setting up a passcode, extra verification questions, or placing a privacy alert on the account. Instead, I was told theres no way to secure the account unless I refinance the loan to get a new account number, which is not fair or reasonable. \n\nI believe Capital One has a responsibility to protect customer accounts from unauthorized access. I should not have to take on the burden or risk of refinancing or changing my account to get basic security added. Im worried about identity theft, privacy breaches, and unauthorized access to my financial information.","date_sent_to_company":"2025-05-05T03:40:45.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"302XX","tags":null,"has_narrative":true,"complaint_id":"13342524","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-05-05T03:31:41.000Z","state":"GA","company_public_response":null,"sub_issue":"Problem with additional products or services purchased with the loan"},"highlight":{"complaint_what_happened":["I have an XXXX XXXX with Capital One and requested additional <em>security</em> protections due to concerns that family members have <em>been</em> impersonating me to obtain confidential loan details. Ive made Capital One aware of this issue by phone and asked for options such as setting up a passcode, extra verification <em>questions</em>, or placing a privacy alert on the <em>account</em>."]},"sort":[14.494862,"13342524"]},{"_index":"complaint-public-v1","_id":"5427986","_score":14.327842,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it may concern, My name is XXXX XXXX and I have been the victim of online fraud and theft via unauthorized funds transfers. Upon receiving an email from Bank of America that there was suspicious activity on my account I immediately called their customer service number and gave proactive notification to Bank of America regarding unauthorized activity on my account. Bank of America was negligent in their de-linking of the fraudsters access to my account despite this notification. Bank of America 's failure to protect my financial security being compromised and additional funds being withdrawn led to the entirety of funds in my bank account, {$8200.00} being stolen and never recredited. The details of the theft are provided below. \n\nXX/XX/XXXX At XXXXXXXX XXXX XXXX, I received an email from Bank of America that my profile had been updated and that if I didnt make this change, I should contact customer service immediately. \n\nI did not make this change so I called the customer service number listed on the email at XXXX XXXX. ( see call log attached ). The representative I spoke to tried to verify my identity through my security questions but was unable to because all the security questions and answers had been changed without my knowledge or consent. \n\nShe was able to verify my identity by sending a verification code to my cell phone that I read back to her. I learned that in addition to my security questions, my phone number, password and email address on file had all been changed by someone else without my authority. \n\nI asked if there were any unusual transactions. The representative told me the most recent one was a {$3000.00} funds transfer. I did not authorize this. I have never done a funds transfer through Bank of America. I immediately disputed this theft with the claims department. Initially, the rep told me I couldnt file a claim because the funds transfer was still pending. I asked since it hadnt gone through if we could cancel it, but she said no. Within a minute and while still on the phone with the rep, the funds transfer went through so I was able to file a claim for the {$3000.00} that was stolen from me. That claim number is : XXXX. I canceled my card, requested a new debit card be mailed to me and changed all the information that had been changed by the fraudster without my consent. I was transferred to the funds department who removed the unauthorized account that had been set up by the thief without my consent. \n\nXX/XX/XXXX I received an email at XXXX XXXX. PST that my Bank of America profile information had been updated. This is exactly the same thing that happened on XX/XX/XXXX. Again, I called Bank of America as soon as I saw the email at XXXX XXXX. ( see call log ). I reached a customer service representative and learned from them that an additional {$3000.00} ( now a total of {$6000.00} ) had been stolen from my account via another unauthorized funds transfer. Just like last time, my security questions, phone number, and email address on file were changed too. I filed a second claim ( Claim number : XXXX ) and removed the account that had been added to mine by the hackers. Please note : I got disconnected three times and was never called back which is why there are three calls listed on the call log attached. A representative told me to add a phone authentication code number that only I know, so I did that. This was not suggested to me on XX/XX/XXXX. I canceled my card, had a new one mailed to me, and changed all my security questions, email address, and phone number on file. I also had the account removed so that further funds transfers couldnt happen without my consent. I was assured these changes would prevent additional theft. \n\nXX/XX/XXXX I checked my email and learned my Bank of America profile had been updated again without my authorization or consent at XXXXXXXX XXXX. XXXX. I called Bank of America at XXXXXXXX XXXX. ( see attached call log ) and learned that once again my email, password, and security questions had been changed, and an account had been added for funds transfers ; the remainder of my account balance, {$2200.00}, had been stolen from my account via an unauthorized funds transfer. I filed a third claim ( Claim # : XXXX ). During this call I learned my first two claims had been rejected by Bank of America. When I called about my third claim, I learned that had been rejected too. \nI have filed a police report that is attached. \n\nXX/XX/XXXX I called Claims at XXXX and spoke with XXXX at XXXXXXXX XXXX  XXXX, was then transferred to XXXX in Texas with Escalation and then transferred to a XXXX XXXX speaking with XXXX, and then eventually spoke with XXXX who is in a Supervisor role. XXXX as well as XXXX asked me to provide my phone number. I did so. I was asked, Did you ever add any other phone numbers to this account? My answer was, No, I have never added any additional phone numbers. I was provided the fax number of XXXX to which this documentation of thefts and no protection on my account has been faxed.. This call with the numerous departments and representatives of Bank of America concluded at XXXX XXXX PT. \n\n\nBank of America as not provided the reasoning or evidence for rejecting my three claims. It is clear Bank of America is not protecting its cardholders. My experience proves that I followed instructions that did not prevent three instances of theft. Bank of America. Throughout this entire process, Bank of America did not protect me from fraudsters and failed to protect my account from repeated fraudulent activity.\n\nUpon calling Bank of America and asking for materials about how they came to conclude my three claims would be denied, what evidence they had/used, and their reasoning and asking upon the investigation it was based on, Bank of America refused to disclose anything. After requesting to file a formal complaint Bank of America acknowledged they would reconsider my claims but still did not credit my account under regulation E. They say they have 45 days but have yet to fix the error.\n\nIn all the instances of theft I experienced, I handled it in the moment and immediately called Bank of America. I was dependent on Bank of America 's controls after I notified them to protect my financial security and they failed to restrict this fraudsters access and allowed it to continue to happen resulting, in everything in my account disappearing.","date_sent_to_company":"2022-04-09T17:17:36.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"90027","tags":null,"has_narrative":true,"complaint_id":"5427986","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-04-09T16:44:50.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XX/XX/XXXX I checked my email and learned my Bank of America profile had <em>been</em> updated again without my authorization or consent at XXXXXXXX XXXX. XXXX. I called Bank of America at XXXXXXXX XXXX. ( see attached call log ) and learned that once again my email, password, and <em>security</em> <em>questions</em> had <em>been</em> changed, and an <em>account</em> had <em>been</em> <em>added</em> for funds transfers ; the remainder of my <em>account</em> balance, {$2200.00}, had <em>been</em> stolen from my <em>account</em> via an unauthorized funds transfer."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[14.327842,"5427986"]},{"_index":"complaint-public-v1","_id":"22214771","_score":14.305331,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Last year, on XXXX XX/XX/XXXX, PayPal permanently limited my XXXX XXXX XXXX profile without explanation. My profile was in good standing with PayPal for over 19 months before this happened.\n\nFew weeks later PayPal also removed/de-listed/unlinked my verified bank account which I had used to verify my PayPal and I have been using this same bank to withdraw funds regularly from PayPal for over 19 months without any issue.\n\nI called them on phone several times and wrote to them several times, but they refused my appeal to lift the permanent limitation and they also insisted on with-holding my PayPal balance of {$2400.00} for 180 days before I can be able to add new bank for withdrawal. \nSo, I decided to wait patiently for the 180 days duration to elapse. \n\nThen 6 months later, the 180 days has elapsed on XXXX XX/XX/XXXX and till now XXXX XX/XX/XXXX XXXX has not yet allowed me to withdraw the PayPal balance of {$2400.00} and I have called them on phone several times with the same verified phone number on my PayPal profile, I have written to them several times and they continue to frustrate me and act like they do not have a solution to withdraw my funds to my linked bank account.\n\nTHE SCAM HERE IS THAT PAYPAL HAS ADDED A WHOLE BUNCH OF SECURITY QUESTIONS THAT I NEVER ADDED BY MYSELF. THEY CONTINUE TO CLAIM THAT I MUST ANSWER ALL THE SECURITY QUESTIONS BEFORE THEY WILL ALLOW ME TO WITHDRAW MY FUNDS.\n\nI NEVER THOSE SECURITY QUESTION ON MY PAYPAL PROFILE BECAUSE THE SUPPORT STAFF ARE THE ONCE GENERATING THE QUESTIONS BY THEMSELVES AND ASKING ME TO PICK THE CORRECT ANSWER. I NEVER SET THOSE QUESTIONS, PAYPAL SUPPORT DID SET THEM BY THEMSELVES AND I CAN'T EVEN SEE IT, THEY ARE DICTATING IT TO ME OVER THE PHONE IS SO ABSURD. \n\nSo that's why I decided to file this complaint, after begging and pleading with PayPal to allow me to link my bank account, I was able to link my bank account but now they won't allow me to withdraw the funds. The 180 days limitation has ended since XX/XX/XXXX and they have even sent me a confirmation email saying that \" Your PayPal funds are eligible for withdrawal '' and yet they have blocked me and made it impossible for me to be able to withdraw the funds, and PayPal customer support keeps sending my request ticket to the PayPal back-office each time I call them on phone and till now, neither PayPal customer support nor PayPal back-office has been able to help me withdraw my funds to my verified and linked bank account. They keep telling me the same thing over and over again, to try it again, even though they know it will never work because my funds have been by PayPal. It has become very frustrating for me after so many communications to PayPal about the same issue and yet they have refused me to withdraw my funds.","date_sent_to_company":"2026-05-14T19:50:31.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"77004","tags":"Older American","has_narrative":true,"complaint_id":"22214771","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-05-14T19:23:09.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["THE SCAM HERE IS THAT PAYPAL HAS <em>ADDED</em> A WHOLE BUNCH OF <em>SECURITY</em> <em>QUESTIONS</em> THAT I NEVER <em>ADDED</em> BY MYSELF. THEY CONTINUE TO CLAIM THAT I MUST ANSWER ALL THE <em>SECURITY</em> <em>QUESTIONS</em> BEFORE THEY WILL ALLOW ME TO WITHDRAW MY FUNDS.\n\nI NEVER THOSE <em>SECURITY</em> <em>QUESTION</em> ON MY PAYPAL PROFILE BECAUSE THE SUPPORT STAFF ARE THE ONCE GENERATING THE <em>QUESTIONS</em> BY THEMSELVES AND ASKING ME TO PICK THE CORRECT ANSWER."]},"sort":[14.305331,"22214771"]},{"_index":"complaint-public-v1","_id":"3029633","_score":14.131141,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My information was posted online in XX/XX/XXXX, I placed credit freezes at all of the credit agencies then. In XX/XX/XXXX, Experian lifted the credit freeze without my knowledge, without my permission, and without notifying me. I found out from a credit card company. I refroze my credit with Experian, and they AGAIN lifted the credit freeze in XX/XX/XXXX without my knowledge, permission or without notifying me. I again found out from a credit card company in XX/XX/XXXX. Experian said that my freeze had been lifted online after someone ( not me ) answered all the publicly available security questions correctly. The thieves then added addresses to my report, and used that information to open several accounts, add their addresses to my mortgage account and request checks against our home equity, request a student loan in my name, and steal money from my checking account. Experian allowed them in by allowing them to reset my freeze pin online by answering questions that are easily verifiable and researchable, without notifying me. And now, they won't allow me to enroll in their so-called protection ( which does not include notifications!! ) because they can't verify my identity. It is unconscionable that private companies who are so lax with information and security are allowed to continue to verify my credit. There should be a way to opt out of their services, or there should be a government agency that controls this -- NOT THEM. Once the thieves had my credit report, they had all the information they needed to break in again and again.","date_sent_to_company":"2018-09-26T15:08:47.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"070XX","tags":null,"has_narrative":true,"complaint_id":"3029633","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-09-26T14:55:29.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Experian said that my freeze had <em>been</em> lifted online after someone ( not me ) answered all the publicly available <em>security</em> <em>questions</em> correctly. The thieves then <em>added</em> addresses to my report, and used that information to open several <em>accounts</em>, <em>add</em> their addresses to my mortgage <em>account</em> and request checks against our home equity, request a student loan in my name, and steal money from my checking <em>account</em>."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[14.131141,"3029633"]},{"_index":"complaint-public-v1","_id":"9649169","_score":14.105668,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I tried to pull my credit report from Equifax. I noticed that the security questions asked did not match my identity. I was also not able to get my report. I went to Equifax.com to research reasons for the error. Upon doing my research, I found that my name was inaccurate, birthday is inaccurate, social security number is also inaccurate, and my home address. My credit file is practically blank, with the exception of a collection account. That has nothing to do with me. \nAccording to the website, my credit report has not been updated since XXXX. Yet, the collection added to the report was added on XX/XX/XXXX. \nI disputed all inaccuracies dealing with my personal identification. I submitted social security card image, birth certificate image, driver 's license, and recent waste disposal bill, to verify my address. \nOn XX/XX/XXXX. I received messages from Equifax, that all disputes were completed and the information on my credit : social security number, birthdate, name, and address are reporting as such, due to the collection item. \n\nAccording to my consumer rights and the Fair Credit Reporting Act, the explanation provided from Equifax, should not stand and my information should be changed. Especially after providing the documentation they requested as proof. They are reporting false information on my behalf to potential creditors. \n\nSadly, this is not my first time dealing with Equifax on a matter such as this. In XXXX, submitted letters and proof of police reports verifying that my items of identification has been stolen. \nThere was also a freeze on my report, which was removed by Equifax.","date_sent_to_company":"2024-07-29T17:54:55.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"70508","tags":"Servicemember","has_narrative":true,"complaint_id":"9649169","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-07-29T17:09:15.000Z","state":"LA","company_public_response":null,"sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["According to the website, my credit report has not <em>been</em> updated since XXXX. Yet, the collection <em>added</em> to the report was <em>added</em> on XX/XX/XXXX. \nI disputed all inaccuracies dealing with my personal identification. I submitted social <em>security</em> card image, birth certificate image, driver 's license, and recent waste disposal bill, to verify my address. \nOn XX/XX/XXXX."]},"sort":[14.105668,"9649169"]},{"_index":"complaint-public-v1","_id":"10761076","_score":14.020246,"_source":{"product":"Checking or savings account","complaint_what_happened":"Subject : Formal Complaint Against Credit Karma for Account Security Breach and Mismanagement Dear Consumer Financial Protection Bureau, I am filing a formal complaint against Credit Karma regarding a severe breach of account security, ongoing unauthorized transactions, and a lack of proper response from the institution despite multiple attempts on my part to resolve the issues. The negligence and mismanagement displayed by Credit Karma have caused significant financial harm and distress, and I seek assistance from the CFPB to ensure that this matter is properly addressed. \n\nBackground : On XX/XX/year>, I discovered that an individual who had previously stolen my phone and wallet and hacked into my Credit Karma account had accessed it once again. I immediately took steps to report the issue to Credit Karma, and initially, they implemented several security measures, including locking the account, changing the login email and phone number, and adding security questions. However, due to subsequent actions taken by Credit Karmas Member Services team, these security measures were undone, leading to further unauthorized access and additional financial losses. \n\nDetails of Mismanagement and Security Failures by Credit Karma : XXXX. Reverting Security Settings : Credit Karmas Member Services unlocked my account, created a new account number, and inexplicably reverted my login credentials to the compromised email address controlled by the hacker. This decision directly undermined all previous security efforts and allowed the unauthorized party to access my account again. \n\n\n2. Removal of Security Questions : Despite my specific request to add security questions for additional protection, these were deleted by Credit Karmas Member Services without my authorization. These security questions were critical to preventing further unauthorized access and should have remained in place.\n\n3. Sending Notifications to the Hacker : When my account was reactivated, Credit Karma sent essential notifications, including the notice of my debit card delivery, to the compromised email rather than to my secure email. This provided the unauthorized individual with information needed to continue accessing my account. \n\n\n\nImpact and Unresolved Disputes : As a result of Credit Karmas actions, the unauthorized party gained access to my account, withdrew my funds, and left me in financial distress. I have not received any of the disputed funds related to transactions made from XXXX through the present, despite filing disputes with Credit Karma on both XX/XX/year>, and XX/XX/year>. Instead, I have been forced to borrow money to cover basic expenses due to the ongoing failure of Credit Karma to safeguard my account and return my funds. \n\nLack of Resolution and Unresponsiveness : I have attempted to resolve this issue directly with Credit Karma, sending multiple letters to their customer service team, including my most recent letter dated XX/XX/year>, requesting immediate action and reimbursement. To date, I have received no response or indication that corrective action is being taken. Credit Karmas lack of communication and repeated security lapses demonstrate a failure to prioritize customer protection. \n\nRequest for CFPB Assistance : Given the repeated negligence by Credit Karma and their failure to resolve this matter, I am requesting the CFPBs assistance in the following : 1. Immediate Action by Credit Karma to reimburse the disputed transactions from XXXX through XX/XX/year>, totaling all amounts filed in my disputes from XX/XX/year>, and XX/XX/year>. \n\n\n2. Improved Account Security Measures to prevent further unauthorized access and to ensure that proper protocols are in place, including the restoration of security questions and safe handling of all future account notifications. \n\n\nXXXX. A Formal Investigation into Credit Karmas security practices and handling of customer accounts, especially regarding the repeated errors in my case. \n\n\n\nThis experience has caused extreme hardship and distress, and Credit Karmas inadequate handling of the situation warrants scrutiny to prevent similar issues for other consumers. I trust that the CFPB will help to ensure accountability and a fair resolution. \n\nThank you for your attention to this matter. Please feel free to contact me if additional information or documentation is required.","date_sent_to_company":"2024-11-11T15:49:51.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"395XX","tags":"Servicemember","has_narrative":true,"complaint_id":"10761076","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2024-11-11T15:37:46.000Z","state":"MS","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["This decision directly undermined all previous <em>security</em> efforts and allowed the unauthorized party to access my <em>account</em> again. \n\n\n2. Removal of <em>Security</em> <em>Questions</em> : Despite my specific request to <em>add</em> <em>security</em> <em>questions</em> for additional protection, these were deleted by Credit Karmas Member Services without my authorization. These <em>security</em> <em>questions</em> were critical to preventing further unauthorized access and should have remained in place.\n\n3."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[14.020246,"10761076"]},{"_index":"complaint-public-v1","_id":"4663831","_score":13.979208,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Experian, has been allowing an unknown 3rd party to edit the data on my credit membership account. Someone has added an unknown Pin to my account changed my profile address on multiple occasions and now for over 45 days I have been unable to access my PAID Experian Membership account online even with the correct login and password and several attempts to access the account by paying the {$19.00} that they say that I owe them. It never takes the payment from any debit or credit card that I try to use. \n\nMy credit score has dropped over 35 or more points during this time that u have been unable to access the account or my credit report. They are reporting addresses and accounts that have not been validated or verified and I DON'T HAVE ACCESS TO ANY OF IT. \n\nI called today to their customer service office and spoke with XXXX agents, XXXX # XXXX - He said he reset the account and cancelled the membership and it shoukd be accessible by me within XXXX mins. I still am unable to login to my account and am stuck behind this fake paywall. \n\nXXXX # XXXX - He was asked to file a dispute on an unknown file that keeps being added to my account, and then after asking me for my current address, UPDATED my address without my knowledge which then left me unable to Verify questions or an unknown Pink number that he claims has been on my files since I made the account. I have never placed a pin number on this Experian account. So now I am essentially completely locked out of my Experian credit file for 3 days he says until the system can generate new security questions. What in the entire **** is going on here?? \n\nAgent # XXXX - A COMPLETELY unhelpful \" Supervisor ' with a terrible attitude and no information to give me on A. Why can't I LOG INTO THE ACCOUNT ONLINE ON MY SIDE B. Where did the account pin come from? \nC. WHEN WILL I BE ABLE TO LOG IN TO MY ONLINE ACCOUNT AGAIN?\n\nD. WHY does a PAID Member NOT have \" Security Questions '' all of a sudden? \n\nShe proceeded to hang up on me because I repeatedly asked her these same three questions. This is absolute unfair and I am at my wits ends with Experian and XXXX  and their fraudulent reporting behaviors and data privacy hacks and leaks. \n\nThis is like my XXXX complaint. Meanwhile, I STILL can not access my Experian Credit information XXXX + days later.","date_sent_to_company":"2021-08-26T15:35:50.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"30318","tags":null,"has_narrative":true,"complaint_id":"4663831","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-08-26T15:06:47.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Experian, has <em>been</em> allowing an unknown 3rd party to edit the data on my credit membership <em>account</em>. Someone has <em>added</em> an unknown Pin to my <em>account</em> changed my profile address on multiple occasions and now for over 45 days I have <em>been</em> unable to access my PAID Experian Membership <em>account</em> online even with the correct login and password and several attempts to access the <em>account</em> by paying the {$19.00} that they say that I owe them."]},"sort":[13.979208,"4663831"]},{"_index":"complaint-public-v1","_id":"1379208","_score":13.927893,"_source":{"product":"Credit card","complaint_what_happened":"Credit card company called me to inform of suspicious charges. When I called back, they could not verify my identify based on the information I gave. After further research, it was determined that someone had stolen my personal information. That person had called credit card company to report my card stolen and then opened a new account. They also changed the information on my account to include address and phone number. I was also told that they were able to change my mother 's maiden name on the account. How can someone be allowed to change that? It is a fixed value. The company did not raise any red flags that fraud was occurring and this should have been their first clue. I was assured that \" rigorous '' security questioning occurs before any changes are made to the account. I placed a passcode on the account to add increased security per the representative. However, when I called back later in the day with additional questions, I was not asked for the passcode to verify my account - only asked my DOB. This is unacceptable security.","date_sent_to_company":"2015-05-16T06:07:28.000Z","issue":"Identity theft / Fraud / Embezzlement","sub_product":null,"zip_code":"96797","tags":"Servicemember","has_narrative":true,"complaint_id":"1379208","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2015-05-16T06:07:27.000Z","state":"HI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was assured that \" rigorous '' <em>security</em> questioning occurs before any changes are made to the <em>account</em>. I placed a passcode on the <em>account</em> to <em>add</em> increased <em>security</em> per the representative. However, when I called back later in the day with additional <em>questions</em>, I was not asked for the passcode to verify my <em>account</em> - only asked my DOB. This is unacceptable <em>security</em>."]},"sort":[13.927893,"1379208"]},{"_index":"complaint-public-v1","_id":"1819093","_score":13.910566,"_source":{"product":"Bank account or service","complaint_what_happened":"A man called USAA Banking services pretending to be me. He did n't not know my user name, my USAA number or my phone password yet USAA \" validated '' his identity by asking questions about my credit card, information he obviously already possessed. Once \" validated '', USAA allowed him, over the phone, to change my on-line password, on-line pin, on-line security questions and my debit card ATM pin. To make matters worse, USAA \" reminded '' him of my USAA number which now allowed him access to my on-line account and this allowed him to transfer {$4900.00} from my savings to my checking. To add insult to injury, USAA approved him to withdraw {$4500.00} in cash from an ATM machine ( he withdrew XXXX {$500.00} withdrawals ). The negligence involved here is criminal! USAA has no concept of security. As soon as this person did n't know my phone password he should have been hung up on!","date_sent_to_company":"2016-03-05T16:49:30.000Z","issue":"Deposits and withdrawals","sub_product":"Checking account","zip_code":"33578","tags":null,"has_narrative":true,"complaint_id":"1819093","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2016-03-05T16:49:29.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["To make matters worse, USAA \" reminded '' him of my USAA number which now allowed him access to my on-line <em>account</em> and this allowed him to transfer {$4900.00} from my savings to my checking. To <em>add</em> insult to injury, USAA approved him to withdraw {$4500.00} in cash from an ATM machine ( he withdrew XXXX {$500.00} withdrawals ). The negligence involved here is criminal! USAA has no concept of <em>security</em>. As soon as this person did n't know my phone password he should have <em>been</em> hung up on!"],"product":["Bank <em>account</em> or service"],"sub_product":["Checking <em>account</em>"]},"sort":[13.910566,"1819093"]},{"_index":"complaint-public-v1","_id":"4444316","_score":13.909685,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I received an email from XXXX notifying that XXXX XXXX was added to my account. That was a result of me informing them that it had stopped. \nThis is a very important issue with me because any thing that occurs on any day regarding my account is texted to me immediately. Having been a victim of fraud with a bank before this was important. This was XX/XX/2021 I know I had the balance of my stimuluss check so wasnt concerned or worried about paying a few small bills. I then learned that I had no funds. I reached XXXX I told them I could not access my account she then proceeded to ask me questions and security questions that I answered incorrectly then she informed me that all my info was changed to allow a secondary user whohad changed everything on line and. I have never changed anything in my accouunt and I certainly would nothave added anyone. They never called me to checkit out and because I wasnt receiving alerts I had no idea it was going on. I never recd my money back and they continued to let my money go including my entire ss check, I have yet to recieve the first dime back. Shouldnt I have been informed? I am totally broke and theyhave now closed myaccount I have documentation. XXXX XXXX","date_sent_to_company":"2021-06-09T06:38:05.000Z","issue":"Advertising","sub_product":"General-purpose prepaid card","zip_code":"30012","tags":"Older American","has_narrative":true,"complaint_id":"4444316","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2021-06-09T04:36:47.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Changes in terms from what was offered or advertised"},"highlight":{"complaint_what_happened":["I reached XXXX I told them I could not access my <em>account</em> she then proceeded to ask me <em>questions</em> and <em>security</em> <em>questions</em> that I answered incorrectly then she informed me that all my info was changed to allow a secondary user whohad changed everything on line and. I have never changed anything in my accouunt and I certainly would nothave <em>added</em> anyone. They never called me to checkit out and because I wasnt receiving alerts I had no idea it was going on."]},"sort":[13.909685,"4444316"]},{"_index":"complaint-public-v1","_id":"5273680","_score":13.781535,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, an unauthorized person was granted access to my bank account by Chase Bank. The person committing the fraud was flagged as fraudulent, but was still granted access and was able to drain my balance by buying new XXXX products and shipping them to a Virginia address. \n\nOn XX/XX/XXXX, I discovered the fraud after receiving an email alert that my email address on the account had been changed. I immediately called the bank and was told that they would change these things back, and that they would fix this, and that they would add layers of security to this option. The agent I spoke to at that time *confirmed* that Chase themselves had granted access to my account to the attacker. They said that they would freeze my account from any further transactions until I went to the bank in person tounfreeze the account. I spoke to no fewer than three agents that day who said they would add various flags and protections. \n\nOn XX/XX/XXXX I went into a branch to follow up ; I was told my account was secure, they had done everything they could. and that my account was safe. I flagged that I wanted to know how the attackers had gotten access, and what information was used. I instructed them to please keep the account locked. Despiteproviding them with information as to where the stolen items would be sent, I was told no effort would be made towards recovery. \n\nOn XX/XX/XXXX, I received another alert that Chase had again given access to my account to someone else. I immediately called to find out what had happened ; the agent in question that I spoke to said not only had nothing changed, Chase had not locked my account. Chase had not reported the fraud or started any refunds. Chase had not added the requested password. This agent, XXXX, said he would proceed to do these things. \n\nOn XX/XX/XXXX, I called again to try and resolve these issues ; I was told that there had been no modifications to security or other improvements, despite the agent acknowledging the new username which I had added on the XXXX. They said there had been no changes to the account in months. They said they would add two factor authentication again on my account to add a layer of protection. As of today, XX/XX/XXXX, I was able to access my account without 2 factor authentication.","date_sent_to_company":"2022-03-01T20:18:46.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"457XX","tags":null,"has_narrative":true,"complaint_id":"5273680","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-03-01T19:59:53.000Z","state":"OH","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I called again to try and resolve these issues ; I was told that there had <em>been</em> no modifications to <em>security</em> or other improvements, despite the agent acknowledging the new username which I had <em>added</em> on the XXXX. They said there had <em>been</em> no changes to the <em>account</em> in months. They said they would <em>add</em> two factor authentication again on my <em>account</em> to <em>add</em> a layer of protection. As of today, XX/XX/XXXX, I was able to access my <em>account</em> without 2 factor authentication."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[13.781535,"5273680"]},{"_index":"complaint-public-v1","_id":"7565293","_score":13.727224,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Details of the Experience : Starting sometime around 2023, whenever I logged in to access my Paypal account online through a web browser, after entering and verifying my credentials, I would be blocked from progressing to my actual account management by a \" Add your phone number '' screen. This \" add phone number '' page had been popping up prior to 2023, but previously there was always a small \" skip '' option provided ; whereas now there is no way to progress without entering a phone number. This means I can not access my account at all unless I give Paypal a phone number. I have had this account for many years, possibly a decade or more, so long that I can not remember even the number of years, and in all that time I have always made use of Paypal 's services through a web browser without the need for a phone number, nor do I have any desire to provide XXXX to this company. Yet now they are forcibly and illegally violating my rights and the rights of \" hundreds of customers '' ( in its own representative supervisor 's words ) by blocking access to their customer 's accounts unless a phone number is entered. In addition, knowing that this is illegal, they are lying about this when being asked by their customers. \n\nWithout the means to access to my account, I am blocked from everything including online customer support. The only recourse Paypal left to me was the XXXX hidden on their website, through which I contacted them. \n\nMy first call and second calls were disconnected halfway after an automated answering service picked up, before I could even talk to an agent. On my XXXX call, the very first thing the automated service demanded is \" the last XXXX digits of your social security number ''. I want to make it clear that I have never provided my social security number to Paypal, and due to security and privacy concerns, wished to provide this to them EVEN LESS than my phone number. However, just like the \" add phone number '' page was illegally blocking total access to my account, this \" XXXX digit SS # '' demand by the answering system was illegally blocking total access to customer service. It is literally the first thing that the automated system demanded when the call finally went through, and I was offered no option to bypass or speak with a representative. Since the XXXX number was the last and ONLY option left to me to even contact Paypal after my access to my account was blocked by the \" add phone number '' page, I was forced to capitulate and provide the last XXXX digits of my SS #. Then and only then was I asked for other information to identify my account, including the last XXXX digits of a credit card that I had used or is using with Paypal on my account. \n\nAfter providing both my bank account and credit card number that I had on file with Paypal, I was abruptly forwarded to a representative, \" XXXX ''. When I explained that I was blocked from accessing my account by the \" add phone number '' page, and very clearly stated that I do NOT wish to give Paypal my number, she tried to stonewall me by saying, there is nothing she can do to remove the page block because \" that's the system ''. When I stated that without access to my account, I can not do anything, not even close the account, she tells me that she can close the account for me over the phone. I reiterated I would need to manage my account first to arrange payments before I can close it, she finally said she'll check my account and see if there's anything else she can do, then mentions that there is a \" security check '' placed on my account. She informs me that I need to answer some questions with \" publicly available information '' to bypass it. Due to past experience, the ambiguous wording of her \" security check '' misled me to think that she was asking the questions to verify that my caller identity as the actual account holder. Naturally I raised the question of why the previously provided bank account and credit card numbers were not enough to identify me as the account holder, and she merely brushed the question aside by stating that's how the system is setup and I would need to answer the questions or there is no other way. When I pointed out the security risk and sheer inanity of using \" publicly avaiable information '' as a way of verifying account holder identity, she again used \" the system '' excuse and reiterated she will not provide an alternative. Thus I was misled into thinking that I needed to answer these questions in order for her to check my account and be able to provide service to me at all. Thinking I had no choice, and under the false impression that I was merely verifying my identity as the account holder, I again was forced to capitulate and proceed with the questions. She the started to ask me a series of questions, though really it was all along the lines of \" which of the following information is associated with you ''? Each time I was given a group of answers and asked to choose the one, if any that had any association with me. The first and second group consisted of street addresses, then there was a question of a person with a name I didn't recognize, and information presumably related to them. After XXXX of these groups, in which over half of the information I did not associate with me, the representative informed me that I had failed the security check and she still could not remove the phone number requirement for my account. \n\nWhen it was obvious I wasn't going to give up easily, \" XXXX '' stated she will forward me to a supervisor who might be able to help me with this. After more waiting, I was forwarded to a supervisor who provided his name as \" XXXX '', ID # : XXXX. It was obvious I wasn't the first person who had called in about this issue, and he was used to dealing with it. Immediately and without my prompting, he stated that he was aware I was calling about my inability to access my account without providing a phone number and \" yes, I know this is a discrimination against handicapped people and against people who can not afford phones ''. And indeed, Paypal 's practice of forcing phone numbers and blocking account access was also violating the rights of said people, in addition to my privacy violation. It's clear someone else already informed him of those things, and he and Paypal is well aware of the violations, yet is purposefully carrying on with the practice. When I informed him of the additional privacy violation, he immediately agrees to that as well, and then proceeded with lying straight to my face, by telling me that the \" add phone number '' page blocking account access is actually a \" technical error '' that they \" don't know how it happened ''. He admits that it's \" been going on for months '' ( consistent with my personal experiences ), and when I questioned why it took months to fix a simple \" error '', he perpetuates the bald-faced, flimsy lie by stating \" Do you know how many customers we have? We have XXXX  of customers, it will take a long time to fix this ''. I was temporarily speechless, stunned into silence while deliberating which I should point out first : his sheer lack of intelligence that made him think that I would believe such a poor lie, or his sheer lack of respect in repeatedly, flat out lying to my face. He wants me to believe that Paypal unintentionally removed the \" skip '' button on the \" add phone number '' page that forcibly blocks customers ' access to their accounts and it would took literal \" months '' and they still haven't fixed it for everyone affected because Paypal has \" XXXX  of customers ''? Never mind the fact that it takes a mere second to add or remove XXXX line of code, all of this is in direct contradiction to what \" XXXX '' the representative before him just stated to me. Before I could do either however, he attempts to mollify me by saying that because I have now contacted them about this, he will now \" elevate my account to the front of the line with the technical team '', so the issue should be fixed for me within \" XXXX hours ''. When I verified with him that this means I would be able to access my account without providing a phone number after XXXX hours, he then changed tune and said, \" well XXXX hours *at least*, give it a week. '' Then he told me to call them again if it's not fixed. \n\nIt has now been well over a month since that phone call. I have checked after XXXX hours, after a week, after XXXX weeks, and today. Nothing has changed. The same \" add your phone number '' page still pops up in the exact same place after verifying my login credentials, and there is still no way to bypass it without entering a phone number that they will accept. I should state that I have actually tried to enter a phone number, the same phone number that I called Paypal with that day, which was my secondary phone number when I didn't wish to give out my primary, and Paypal 's system will not accept it. I informed the representative \" XXXX '' about it at the time, and her only response was a mere \" mmmmh ''. \n\nBefore I ended the call with supervisor \" XXXX '' that day, after he promised the \" XXXX hours '' resolution to the \" add phone number '' issue, I had also raised the issue with the phishing questions that were asked to me by the previous representative. At the time I had still believed that the questions were meant to confirm my identity as the account holder, and so I only pointed out the illogical and dangerous problem with using \" publicly available information '' to confirm account holder identities. I asked why it wasn't enough that Paypal already had my bank account and credit card numbers and that I had already provided those when the system wanted them to verify my account holder status. And like \" XXXX '', \" XXXX '' obfuscated the issue and did nothing to clarify the misconception -- -that none of the information used in the so called \" security check '' questions were really needed or used for verifying my account holder status, and he ultimately did nothing to clarify their true purpose to the customer. It was only after the call, I belatedly realized how deeply suspicious and illegal these questions were, that it was all a phishing scheme to pinpoint my personal identity, far beyond what I had already provided to Paypal and beyond what was necessary to provide their services, with information that I never provided and could not even be reliably attributed to me. I do not know the true illicit purpose of these privacy violating phishing schemes and information extortions that Paypal has going on, but I do know that it is deeply illegal and I am very angry. \n\n\nSummary of Violations I am writing to report the egregious violations by the company providing the virtual wallet payment service known as Paypal, primarily consisting of XXXX issues : XXXX. Illegally extorting and extracting personal information and violating privacy rights and financial rights by blocking customers ' access to their accounts unless a phone number is given to Paypal. \n\nXXXX. Denying any access to even reach a customer sesrvice representative or contact the company about account issues unless the last XXXX digits of their Social Security number is provided. \n\nXXXX. Using misinformation and outright deception to get the customer to answer phishing questions regarding personally identifying information that XXXX or XXXX not be theirs, and misrepresenting this as a means to \" pass security check '' to allow access to their accounts. The personal information used in the questions was never willingly provided by the customer, and likely obtained through the aforementioned Social Security number and background checks. It is information that they can not even be sure is accurately associated with the customer they are asking, hence the phishing. By their own words, they are using \" publicly available information '' in the questions. The exact purpose of these questions was never accurately explained to me by Paypal 's customer service representatives, instead they simply used vague and misleading words like \" to pass the security check '' and states that this is the only way to return access to my account without obtaining my phone number. Meanwhile, the entire time I thought the rep was asking the questions to verify that I was the account holder. Even though I repeatedly pointed out the sheer illogic and security risk of using \" publicly available information '' to verify if a caller was the account holder, especially since the information in said questions was never provided to Paypal as the customer in the first place, all the representatives merely continued to stonewall and offer no reasonable explanation or alternative. \n\n\n# # Note to CFPB # # Please do NOT provide the phone number I have given CFPB to Paypal as it is my primary phone number and would defeat the entire original purpose of this complaint.","date_sent_to_company":"2023-09-19T04:23:10.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"222XX","tags":null,"has_narrative":true,"complaint_id":"7565293","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-09-19T03:53:16.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Details of the Experience : Starting sometime around 2023, whenever I logged in to access my Paypal <em>account</em> online through a web browser, after entering and verifying my credentials, I would be blocked from progressing to my actual <em>account</em> management by a \" <em>Add</em> your phone number '' screen. This \" <em>add</em> phone number '' page had <em>been</em> popping up prior to 2023, but previously there was always a small \" skip '' option provided ; whereas now there is no way to progress without entering a phone number."],"issue":["Managing, opening, or closing your mobile wallet <em>account</em>"]},"sort":[13.727224,"7565293"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":1974,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":1974}]}},"product":{"doc_count":1974,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":884,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":883},{"key":"Other personal consumer report","doc_count":1}]}},{"key":"Credit reporting, credit repair services, or other personal consumer 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