{"took":193,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":100,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"8472524","_score":20.343521,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX I reached out to Coinbase regarding a Fraud and theft of my assets on my Coinbase account and they refused to investigate and fix the issue. I have contacted Coinbase regarding a Fraud/Theft again in XX/XX/XXXX and yet nothing was done to help my case. As a consumer, my right of protection and to be insured against any illegal activities with Coinbase was violated. I have not initiated or authorized any such transactions, and I am deeply concerned about the security breach. I request your immediate assistance in investigating and resolving this matter. I have taken the necessary steps to secure my account by changing passwords, but I believe it's crucial for Coinbase to conduct a thorough review of the unauthorized transactions.Please provide guidance on the steps I should take to recover the lost funds and enhance the security of my account. Additionally, I would appreciate regular updates on the progress of your investigation.","date_sent_to_company":"2024-03-05T03:48:09.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"33615","tags":null,"has_narrative":true,"complaint_id":"8472524","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2024-03-05T03:08:48.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/<em>XXXX</em> I reached out to Coinbase regarding a Fraud and theft of my assets on my Coinbase <em>account</em> and they refused to investigate and fix the issue. I have <em>contacted</em> Coinbase regarding a Fraud/Theft again in XX/XX/<em>XXXX</em> and yet nothing was done to help my case. As a consumer, my right of <em>protection</em> and to be insured against any illegal activities with Coinbase was violated. I have not initiated or authorized any such transactions, and I am deeply concerned about the <em>security</em> breach."]},"sort":[20.343521,"8472524"]},{"_index":"complaint-public-v1","_id":"18830409","_score":19.71174,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Since approximately XX/XX/XXXX, I have received repeated and ongoing email and text alerts from XXXX indicating unauthorized login attempts and password-reset requests on my account. The password-reset alerts I received occurred on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ( multiple times ) ; XX/XX/XXXX ; and XX/XX/XXXX. These attempts are persistent and appear automated. \n\nI contacted XXXX customer support to report this as an active security threat and requested preventative action. XXXX stated there was nothing they could do and advised me to allow the attempts to continue because the attacker has not yet succeeded. \n\nThis response is unacceptable and creates a continuous account-takeover risk. Repeated unauthorized attempts indicate malicious activity that should trigger enhanced security controls. Over time, automated attacks can exploit weaknesses in authentication systems, including brute-force or replay attempts against one-time passcodes. \n\nXXXX failed to take reasonable steps to investigate or mitigate this risk, including reviewing IP addresses, device fingerprints, geolocation data, rate-limiting attempts, blocking suspicious sources, or applying additional account protections. \n\nI am requesting that Venmo be required to investigate the source of these unauthorized attempts, analyze IP and device activity, and implement appropriate safeguards to prevent further access attempts and protect my account and funds.","date_sent_to_company":"2026-01-19T16:24:06.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"33014","tags":null,"has_narrative":true,"complaint_id":"18830409","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-01-19T16:06:21.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Since approximately XX/XX/<em>XXXX</em>, I have received repeated and ongoing email and text alerts from <em>XXXX</em> indicating unauthorized login attempts and <em>password</em>-reset requests on my <em>account</em>. The <em>password</em>-reset alerts I received occurred on XX/XX/<em>XXXX</em> ; XX/XX/<em>XXXX</em> ; XX/XX/<em>XXXX</em> ; XX/XX/<em>XXXX</em> ; XX/XX/<em>XXXX</em> ( multiple times ) ; XX/XX/<em>XXXX</em> ; and XX/XX/<em>XXXX</em>. These attempts are persistent and appear automated."]},"sort":[19.71174,"18830409"]},{"_index":"complaint-public-v1","_id":"16781930","_score":17.517069,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"b'Transunion Breach\\n\\nXXXX XXXX  approximately XXXX  spoke to Transunion Fraud after not being able to log in to online access.  They confirmed that my information (email, password, user id, and phone) had been changed, Credit was unfrozen and alerts removed. Fraud representative changed my personal information back and suggested locking online access.  This was confirmed and I was assured that anyone calling in would have several security questions personalized to you that it was very secure.\\nXXXX XXXX, on my credit information, personal information and my credit bureau with Transunion was fraudulently UNFROZEN, alerts removed and personal information was changed again.\\n\\n-XXXX XXXX, fraudulently Transunion UNFROZE the account AGAIN, personal information was changed again, and alerts were REMOVED AGAIN and the online access that was supposed to be suspended was active, which your fraud agent confirmed on XXXX at XXXX At this time the agent changed the personal information back, added the freeze back and alerts to keep my Transunion from being breached again. I was told this was the best they could do and I would be contacted by someone higher in 3 days, I confirmed this was unacceptable and wanted to speak to a manager, I was given a case number at this time of # XXXX  and transferred to fraud special handling at XXXX XXXX XXXX I was transferred to the Fraud Special Agent, who I reported that Transunion had 3 security breaches (one in less than 24 hours) and my account was unfrozen, information changed and alerts removed.  At XXXX the Special Fraud Agent added another level of security (which I provide a password) and she confirmed the account CANNOT be accessed, nor can changes be made to my personal information, nor can fraud alerts be lifted or my account be unfrozen without the password I provided.  Online access continues to be locked at this time.\\n\\n-XXXX XXXX, called Transunion Fraud Special Handling confirmed that on June 3rd the freeze was lifted again, contact information (email and phone had been changed), and alerts have been removed. I was given all this information again without being asked the password.  I asked why the password is not being used, they then asked me for the password.  I suggested maybe the breach was from inside Transunion, they assured me it was not. I filed a complaint with the Federal Trade Commission that Transunion cannot secure my information or keep my credit frozen Report Number #XXXX.   Transunion assured me that all information would be secure and asked to be put on hold to address with other managers my issue.  Transunion Fraud Special Handling Agent confirmed that this was only happening to you.  I again asked why someone would change this information and unfreeze my account with all the high Identity Fraud going on under my account, they had no answer.  Agent assured me again that the account was frozen, alerts were placed on and information was corrected.  Called back in at XXXX to ensure account was secure, the 3x time, I have called in the password created to get ANY information was not asked.  When asked agent why this was, he reported we really dont do anything like that, which I asked to be transferred to special handling.\\nJune 4-Called XXXX to confirm Freeze, Alerts and personal information has not been changed.  Password was not asked for, I asked why, was told by special handling that there was no password protection.  I asked them to look into their chart and identify this password.  Special Handling Agent Stated it would show up if was asked to make changes.  \\n\\nXXXX XXXX-Called Transunion at XXXX XXXX XXXX  each time I was given my phone by the Transunion agent and was not asked for my password. \\n\\nXXXX XXXXXXXX caught a Transunion credit pull by XXXX XXXX  Called Transunion approximately 1XXXX confirmed at XXXX with a Transunion agent that the credit freeze was lifted today at XXXX, at time I was at an appointment.  I told Transunion this, also who did not ask for my password and then told me I did not have an established password, then corrected themselves and asked me for it, only after I told them they are supposed to be using it.  I asked that the freeze immediately be put back and they confirmed it had, they also stated that the freeze was lifted from their automated line and security questions.  I informed them I removed the online profile due to significant breeches with Transunion and asked that this automated call in be removed as well.  They informed me as Superior Supervisor would have to call me about that and would do so in 24, 48, 72 hours.  I addressed that they can unfreeze again and once again Transunion can beech my secured information and lift a freeze.  Transunion rep agreed but reported that she could not transfer the call to a superior supervisor and could only make a request to call me which could take up to 3 days. I called XXXX XXXX at approximately XXXX and confirmed that a fraudulent application was submitted today in my name.  I informed them this was fraud and requested they note this and remove the application, they confirmed this.  After this I made another federal trade commission complaint and CFBP complaint. \\n\\nXXXX XXXX Got alerts from Aura that Transunion was breached, Transunion breach again.  My freeze was lifted again, my address was changed to a Houston address, I spoke to Transunion and was supplied and case number was assigned #XXXX, I was transferred to Special Handling where they confirmed that today they put the freeze back on and corrected my address.  XXXX XXXX had done a pull on my credit which I now have to dispute again.  The Special Handling Agent confirmed the freeze was lifted from the chat site and prior this it was lifted by the automated phone system.  I again told them that this continues to be breached and Transunion cannot keep my information and account secure.  I asked that something more be done.  I was told that the password could be changed, I assured them the freeze was lifted without the password, which is the same scenario in the past.  I asked the agent to review the chat and confirm the password was provided to lift the freeze.  The passcode was never asked for. I was told today to change the passcode, which I did and all automated chat, phone and online access would be eliminated. \\n\\n\\n\\nXXXX  XXXX  was breached, despite paying for the XXXX  Protection Plan, setting up a security freeze pin, and a security question.  I called XXXX  at XXXX  I was told that a freeze and fraud alert we set back, while I was on the phone with the fraud department, my identity theft protection Aura, confirmed that while I was talking with XXXX  Fraud and they confirmed they froze my account the fraudster already unfroze my credit report with XXXX  again.  I was then transferred to a manager after telling the fraud agent this and he saw the account was unfrozen again while he was on the phone with me.  All my information was changed and my online password and login was change making me unable to access it.  I was told that the membership was blocked and frozen again and there is now a freeze and the membership is blocked until I mail in a letter with the Case Escalation Number XXXX, copy of DL, SS# and copy of utility bill/bank statement to XXXX XXXX XXXX XXXX XXXX XXXX I have already done this and supplied the police report.  I will mail this again but they are unable to keep my information secure even with pins and passwords and paying for their protection. \\nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO XXXX  CREDIT BUREAU\\nXXXX XXXX XXXX  was already breached again, Inquiry through XXXX  from XXXX XXXX XXXX (2 applications), XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was breached again, it was unfrozen, personal information was changed, login and password were changed again, fraud alerts removed and online access was allowed again. \\nXXXX XXXX Called XXXX back and they confirmed all the breaches, froze the account again, changed back the information to my personal information and put the fraud alerts back on. I was then transferred back to Membership Services XXXX XXXX which I could not get to an agent, called back and spoke to Fraud XXXX XXXX, I was told that this was escalated to the tech team and I would hear back by email, once my personal information is corrected and they can freeze the account.  I asked to speak to a manager, I was told that this was escalated the online access that was being breached would be suspended but they could not tell me a time frame when this would happen.  In the meantime this has been breached 3xs in less than 24 hours. \\n\\n\\nXXXX XXXX  breached, online password and login changed.  Called XXXX and spoke to an agent, he added the freeze and the security alerts back today.  I asked for my online access to be blocked and was escalated to a supervisor, supervisor confirmed today that they locked out the online.  Case number #XXXX  \\nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO XXXX  CREDIT BUREAU\\nXXXX  Transunion Breach- Called Transunion spoke to Special Handling provided a case number XXXX  and then was placed on hold to speak to a Manager, waited on hold for exactly another hour for a Manager.  At XXXXXXXX XXXX XXXX checked my credit through Transunion on XXXX and it was checked prior by XXXX XXXX on XXXX   I spoke to agent and was confirmed that my account has been frozen and fraud alerts placed back on, online access has been removed/blocked, automated self-service portal is also blocked.  XXXX XXXX XXXX XXXX Inquiry through Transunion,  XXXX XXXX XXXX XXXX inquiry through Transunion.\\nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO EQUIFAX CREDIT BUREAU\\nXXXX XXXX XXXX fraudulently unfroze my account again.  I called in and had it frozen, added a 7 year fraud alert and requested that the membership be removed so that an online profile cannot be accessed fraudulently. \\n\\nXXXXCalled Transunion Freeze was fraudulently lifted and a fraudulent phone number was added and email was fraudulent, Transunion confirmed that there were three loan application and credit was pulled for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  I again requested a freeze be put back on, fraud alerts put back on, and personal information corrected back and disputed the three credit pulls as Fraud. I confirmed online access continues to be locked. Transunion was breached again.\\n\\nI CONTINUE TO MAKE COMPLIANTS to you and NOTHING happens, Transunion reports that \"they are working on it\" but nothing is improved and my account continues to be breached, and my personal information submitted fraudulently.'","date_sent_to_company":"2025-10-23T16:01:10.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"240XX","tags":null,"has_narrative":true,"complaint_id":"16781930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-10-23T14:05:36.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["\\n\\n\\n\\n<em>XXXX</em>  <em>XXXX</em>  was breached, despite paying for the <em>XXXX</em>  <em>Protection</em> Plan, setting up a <em>security</em> freeze pin, and a <em>security</em> question.  I called <em>XXXX</em>  at <em>XXXX</em>  I was told that a freeze and fraud alert we set back, while I was on the phone with the fraud department, my identity theft <em>protection</em> Aura, confirmed that while I was talking with <em>XXXX</em>  Fraud and they confirmed they froze my <em>account</em> the fraudster already unfroze my credit report with <em>XXXX</em>  again."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[17.517069,"16781930"]},{"_index":"complaint-public-v1","_id":"18151949","_score":16.678238,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"CFPB Complaint ( PayPal Unauthorized Transaction / Account Takeover ) Company : PayPal , Inc . \nProduct : Digital wallet / peer-to-peer payment service Issue : Unauthorized transaction / funds transfer dispute Amount : {$1900.00} Date of transaction : XX/XX/year> What happened? \nOn XX/XX/year>, my PayPal account was compromised and used to send an unauthorized Friends and Family payment in the amount of {$1900.00} to an unknown recipient ( XXXX XXXX, XXXX ). \n\nAt approximately XXXX XXXX, I received two PayPal text messages asking whether I recognized this transaction. I immediately responded NO, indicating that I did not authorize the payment and that it was suspicious activity. \n\nDespite this explicit fraud confirmation, the transaction proceeded. Minutes later, PayPal notified me of a security issue and required me to reset my password and PIN, confirming that PayPal itself detected unauthorized access to my account. \n\nThe payment was initiated during this compromise window and was funded directly from my linked bank account via ACH. I did not authorize this transfer. \n\nI immediately : Secured my PayPal account Reported the transaction as unauthorized through PayPal Contacted my bank and blocked ACH withdrawals from PayPal Filed a report with the FBIs XXXX XXXX XXXX XXXX XXXX XXXX XXXX  What went wrong PayPal denied my unauthorized transaction claim and subsequent appeal, stating that the transaction was authorized because it was consistent with my transaction history or involved valid credentials. \n\nThis reasoning is flawed. Credential use does not equal authorization when an account has been taken over. PayPals own security actions ( fraud alerts, forced password and PIN reset ) demonstrate that unauthorized access occurred. \n\n\nPayPal has provided no evidence that : I approved the transaction after the fraud alert The transaction was authorized following my explicit NO response The transfer complied with the protections afforded to consumers under unauthorized electronic funds transfer standards Additionally, PayPals customer support process is inaccessible and inconsistent, with contradictory case statuses shown in the XXXX XXXX and automated denial emails sent even after a chat agent confirmed escalation for manual review. \n\nWhy I am submitting this to CFPB : PayPal has denied responsibility for an unauthorized transaction that occurred during a documented account compromise and is attempting to shift the financial loss to me without meaningful investigation or transparency. \nThis complaint is being submitted because PayPals internal dispute and appeal processes have failed to provide adequate consumer protection, human review, or clear explanation. \n\nSupporting documentation available upon request PayPal fraud alert text messages XXXX XXXX screenshots showing contradictory case statuses Chat transcript confirming appeal escalation XXXX complaint confirmation Bank documentation showing ACH block","date_sent_to_company":"2025-12-18T19:50:46.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"981XX","tags":null,"has_narrative":true,"complaint_id":"18151949","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-12-18T19:31:43.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Credential use does not equal authorization when an <em>account</em> has been taken over. PayPals own <em>security</em> actions ( fraud alerts, forced <em>password</em> and PIN reset ) demonstrate that unauthorized access occurred."]},"sort":[16.678238,"18151949"]},{"_index":"complaint-public-v1","_id":"7369884","_score":16.508762,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Wells Fargo initiated wire transfers out of my business account without authorization and is refusing to put the money that was transferred back into the account. \n\nWells Fargo has stated that \" On XX/XX/XXXX, a claim was filed when Wells Fargo was informed you were in dispute of an online wire transfers sent from your Wells Fargo Initiate Business Checking Account ending in XXXX  on XX/XX/XXXX, for {$24000.00} and on XXXX XXXX, for {$10000.00}. Our Online Claims Assistance Center reviewed this matter and found that the one-time passcodes were sent to your phone number on file and the wires originated using your username and password. Additionally, calls were received from your phone number on file on XX/XX/XXXX, and again on XX/XX/XXXX, providing identifying information and one-time passcodes. '' Call records from the account holder 's cell phone company, XXXX , indicated that no calls were made ; no text messages exchanged ; and no communication occurred at all. The claim that passcodes were sent and calls were received by this account holder did not take place and verified by the phone records. Because the wire transfers were not sent to my phone and I did not contact Wells Fargo as evidenced by the call and text records, and therefore wire transfers were NOT ORIGINATED using my username and password or through any other means by me or by another person authorized or unauthorized or by my email. There is also no IP Address or log-in submission on the customer 's account that would indicate that the password was hacked. No documentation can show that the account holder is responsible for the origin of this malfeasance. \n\nThe bank undertook duties outside the funds transfer process, either unilaterally through its own internal procedures or in the account agreement, that failed to protect the customers account. The bank has adopted its own account protection practices, or agrees to certain practices by contract in that passcodes are to be sent to customers on suspicious wire transfers, and fails to follow these by not sending these passcodes to my phone as the phone records indicated. This is a violation of the LII Uniform Commercial Code 4A - U.C.C. - FUNDS TRANSFER ( 2012 ). Wells Fargos internal operating procedures did not protect the customer based on the account agreement that stated in the correspondence email on XX/XX/XXXX shat state, Please allow us to explain, under our Online Wire Terms and Conditions, Online Access Agreement and Deposit Account Agreement, you are responsible for online wires that originate using your username and password, whether or not actually authorized by you. \n\nWells Fargo phone records show, and Wells Fargo acknowledges, that The bank never called the account holder, and no records indicate that I called them, and no text messages took place, and no records indicated that usernames or passwords ever took place. There is no documentation to prove that any origination took place or that any correspondence occurred. If there is no occurrence, then how can there be an origination. The bank has wired money out of my account without proof of any origination of any calls going out to me, no calls coming in from me, no exchange of text nothing. The bank claims that my username and password were used by me or someone other than me but have no evidence that any interaction took place! \n\nWells Fargo Bank is in violation of several areas of the LII Uniform Commercial Code 4A - U.C.C. - ARTICLE 4A - FUNDS TRANSFER ( 2012 ). The primary purpose of art. 4A is to establish uniform and predictable rights, duties, and liabilities for arms-length funds transfers between various commercial parties and their banks. 4A imposes on banks the obligation to refund unauthorized funds transfers for a one-year period after the bank gives the customer notice ( ordinarily in the monthly account statement ), thereby allowing the customer to identify the disputed transaction and notify the bank. First, a payment order initiating an electronic transfer was not deemed authorized and therefore not effective because the sender/customer did not authorize it. Second, though the account holder and the bank have agreed that authorization for payment orders will be verified by a security procedure ( such as a PIN ), a PIN was not sent or received by the bank to or from the account holder, therefore making the payment non-effective and void. Further violations of LII Uniform Commercial Code 4A - U.C.C. - FUNDS TRANSFER ( 2012 ). Call records support this. \n\nThe art. 4A security procedure provision is based on the assumption that losses due to fraudulent payment orders can best be avoided by the use of commercially reasonable security procedures. The account holder believes that the security procedures were not followed and therefore not reasonable because the account holder was not contacted. Furthermore, the bank acted at its peril in accepting a payment order, in the form of the wire transfer, that was unauthorized. The bank did not comply with its own security measures because the account holder was not contacted for a PIN or username or password. \n\nAs a customer of Well Fargo Bank I have requested a copy of : 1. Security Procedures [ 1 ] that were completed in the transactions n XX/XX/XXXX and XX/XX/XXXX. Specifically which steps established by agreement of a customer and a receiving bank for the purpose of ( i ) verifying that a payment order or communication amending or cancelling a payment order is that of the customer, or ( ii ) detecting error in the transmission or the content of the payment order or communication. \n\n2. Copies of the Payment Orders [ 2 ] A payment order received by the the two receiving banks : XXXX XXXX  and XXXX  XXXX. \n\n3. Any and all records that indicate what phone number, computer, IP Address, or any and all other evidence that shows where the transfer verification was sent to and originated from. \n\nWells Fargo did not follow their own Security Procedures as phone records indicated that one time pass codes were not sent to the customers phone number as alleged as verification of the wire transfers was not obtained or originated from the customers account and Wells Fargo has no evidence that calls or passcodes or usernames were originated from the customer. Payment orders in the form of wire transfers were received by the two banks, XXXX XXXX  and XXXX Bank, that were not authorized by this account holder and the account holder should be bound by it under the law of agency. Furthermore, Wells Fargo violated security procedures and that a commercially reasonable method of providing security against unauthorized payment orders was not followed and the wishes of the customer expressed to the receiving banks was not granted and contrary to the wishes of the customer. Wells Fargo has violated the rights of the customer/account holder according to LII Uniform Commercial Code 4A - U.C.C. - FUNDS TRANSFER ( 2012 ) Uniform Commercial Code 4A, adopted in Florida as F.S. Ch. 670. Based on the fact that Wells Fargo can not show, and phone records verify that the online wire transfers were NOT ORIGINATED using the account holder 's username and password as alleged. The account holder can not be held liable for the origin of this malfeasance or the removal of fund from his account. The bank undertook duties outside the funds transfer process, either unilaterally through its own internal procedures or in the account agreement, that failed to protect the customers account. The account holder is requesting that the funds be returned to my account including all fees which include but are not limited to the amount of {$35000.00}, that includes the first wire transfer of XXXX, the second wire transfer of {$10000.00}, plus the two {$50.00} wire transfer charges. \n\n[ 1 ] LII Uniform Commercial Code 4A-201. SECURITY PROCEDURE.\n\n[ 2 ] LII Uniform Commercial Code 4A-202. AUTHORIZED AND VERIFIED PAYMENT ORDERS.","date_sent_to_company":"2023-08-08T18:12:26.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"34759","tags":null,"has_narrative":true,"complaint_id":"7369884","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-08T17:45:24.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The bank did not comply with its own <em>security</em> measures because the <em>account</em> holder was not <em>contacted</em> for a PIN or username or <em>password</em>. \n\nAs a customer of Well Fargo Bank I have requested a copy of : 1. <em>Security</em> Procedures [ 1 ] that were completed in the transactions n XX/XX/<em>XXXX</em> and XX/XX/<em>XXXX</em>."]},"sort":[16.508762,"7369884"]},{"_index":"complaint-public-v1","_id":"21284322","_score":16.370764,"_source":{"product":"Checking or savings account","complaint_what_happened":"Heres a CFPB-tailored versionclear, structured, and aligned with how complaints are reviewed : -- - * * Subject : Complaint Against Ally Financial Improper Account Restriction and Denial of Access to Funds * * To the Consumer Financial Protection Bureau , I am submitting a formal complaint against Ally Financial regarding the improper restriction of my accounts and denial of access to my funds without adequate explanation or resolution.\n\n* * Account Background : * * On XX/XX/year>, I opened both a checking and savings account with Ally Financial and transferred funds from my XXXX XXXX XXXX account. The total balance currently being withheld is approximately {$1000.00}. \n\n* * Summary of Issue : * * I initiated two legitimate wire transfers to XXXX and, in both instances, proactively contacted Ally Financial to verify and confirm the transactions. I fully complied with all security procedures and accurately answered all authentication questions. \n\n* The first wire transfer required multiple phone calls, including one exceeding 90 minutes, and was not processed until approximately three days after initiation. \n* On XX/XX/year>, I initiated a second wire transfer, which again led to multiple calls and escalations to XXXX Fraud Department. \n* During this process, I was told I had failed security questions based on information that was not applicable to me. \n* Ultimately, I was informed that the transaction was being denied on the basis that it was considered potentially fraudulent, despite my repeated verification of its legitimacy. \n\nShortly thereafter, I was locked out of my account entirely. Attempts to reset my password were blocked, and I was instructed to contact the Fraud Department.\n\n* * Current Status : * * As of today, Ally Financial has informed me that my account is under investigation, but has provided : * No clear explanation for the restriction * No timeline for resolution * No access to my funds * No option to reset my login credentials Despite spending over five hours communicating with various representatives and complying with all requests, I remain unable to access my funds.\n\nAlly Financial is currently restricting access to my deposited funds without providing sufficient justification, transparency, or a reasonable timeframe for resolution. This has caused significant inconvenience and concern regarding the security and accessibility of my money. \n\n\nI appreciate the CFPBs attention to this matter and request prompt review and assistance in resolving this issue. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-04-15T23:23:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"054XX","tags":null,"has_narrative":true,"complaint_id":"21284322","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2026-04-15T22:30:59.000Z","state":"VT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["This has caused significant inconvenience and concern regarding the <em>security</em> and accessibility of my money. \n\n\nI appreciate the CFPBs attention to this matter and request prompt <em>review</em> and assistance in resolving this issue. \n\nSincerely, <em>XXXX</em> <em>XXXX</em>"],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[16.370764,"21284322"]},{"_index":"complaint-public-v1","_id":"11439123","_score":16.335474,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This is the mail I sent where everything is explained : To Whom It May Concern, I am writing in response to your email dated XXXX XXXX XXXX  from Coinbase Support [ XXXX XXXX XXXX  ] regarding case number XXXX, in which my eligibility for reimbursement was denied. \n\nOn XXXX XXXX XXXX, I had a recorded call with Coinbase Support ( XXXX XXXX ) lasting over XXXX hours, beginning at XXXXXXXX XXXX XXXX During this call, Coinbase representatives confirmed that I fully met the requirements for reimbursement of the {$8000.00} lost due to unauthorized transactions. We extensively reviewed the details of my case, and it was affirmed that I was eligible for reimbursement under Coinbase 's policies, including the coverage provided by Coinbase One subscription. Additionally, I have an email confirmation from Coinbase regarding account protection, further supporting my eligibility for reimbursement. \n\nIn your email, you mentioned that customers are responsible for the security of their devices and passwords. However, I was the victim of an assault and drugging, leaving me incapacitated. As a result, there were no reasonable measures I could have taken to prevent this situation. I conveyed these circumstances during our call, and you confirmed that this information made me eligible for reimbursement. The police are actively investigating this incident, and the complaint number is XXXX. Attached is an email from the investigating detective for your reference. \n\nXXXX website highlights its commitment to safeguarding accounts through robust security measures, including two-factor authentication ( 2FA ), strong password requirements, cold storage for XXXX assets, Know Your Customer ( KYC ) and Anti-Money Laundering ( AML ) XXXX, blockchain fraud monitoring, and systems to flag suspicious transactions. Despite these measures, over XXXX unauthorized transactions occurred on my account within just a few hourssignificantly out of line with my usual activity, which involved only XXXX transactions throughout the entire year. \n\nOther platforms I use, such as XXXX, XXXX, XXXX, and various credit card applications, have demonstrated their ability to promptly detect and secure accounts during fraudulent activity. Unfortunately, Coinbase 's system did not act with similar vigilance in this instance. \n\nGiven the assurances I received during the call and the circumstances outlined above, I respectfully request reimbursement of the {$8000.00} lost from my account as of XX/XX/year>. \n\nIf additional clarification or documentation is needed, please do not hesitate to contact me at XXXX. \n\nThank you for your attention and prompt action on this matter. \n\nBest regards, XXXX","date_sent_to_company":"2025-01-09T00:51:02.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"11201","tags":null,"has_narrative":true,"complaint_id":"11439123","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2025-01-09T00:31:53.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Additionally, I have an email confirmation from Coinbase regarding <em>account</em> <em>protection</em>, further supporting my eligibility for reimbursement. \n\nIn your email, you mentioned that customers are responsible for the <em>security</em> of their devices and <em>passwords</em>. However, I was the victim of an assault and drugging, leaving me incapacitated. As a result, there were no reasonable measures I could have taken to prevent this situation."]},"sort":[16.335474,"11439123"]},{"_index":"complaint-public-v1","_id":"11878565","_score":16.103613,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Customer Service Department MoneyGram International Subject : Technical Complaint Access to my Account Dear Sirs and Madams, I would like to submit a formal complaint due to a technical issue with my MoneyGram account. For several days now, I have been trying to access my account without success as my password is not working. \n\nWhen I try to reset my password using the recovery option, I am not receiving the security code on my registered email, which is preventing me from completing the access recovery process. This situation is causing me inconvenience as I need to access my account urgently. \n\nI kindly request your prompt intervention to resolve this issue and allow me to regain access to my account. Attached to this letter is the relevant information to verify my identity : Full name : XXXX XXXX XXXX XXXX Email associated with the account : XXXX Registered phone number : XXXX - XXXX - XXXX I appreciate your prompt response and solution to this problem. I remain attentive to any additional instructions you may require from me. \n\nSincerely, XXXX XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - De : XXXX XXXX Date : XXXX, XXXX XXXX 2025 a XXXX XXXX Subject : MGO - Technical issues [ ref :! XXXX.! XXXX : ref ] To : XXXX XXXX Dear Customer, Thank you for contacting MoneyGram. We appreciate the opportunity to address any questions or concerns you may have.\n\nWe would like to inform you that we have completed our investigation regarding your comments. While we strive to provide our customers with the highest degree of service, there are times when a problem may arise, and we regret that you may have been inconvenienced.\n\nPlease note, our business is subject to a wide range of laws and regulations globally, including various privacy, data protection and compliance rules and regulations. Because of this, MoneyGram conducts periodic reviews of customers activities. We have reviewed the matter, and you are currently restricted from utilizing our services.\n\nIn order to protect the safety of our customers, and to meet our compliance requirements, MoneyGram actively reviews transactions and profiles, from time to time and put restrictions in place to safeguard our consumers. If MoneyGram does not feel comfortable with a send activity or with the purpose of a transaction, the service could decline.\n\nDue to security reasons, we must close your profile / account and unable to reopen it or provide detailed information on our verification process. We acknowledge this is not the outcome you may have requested ; however, this decision has made after careful consideration, and we apologize for any inconvenience this may cause you. We do advise you to use a different service to send money in the future.\n\nIf you have any further questions or concerns, please refer to our website www.moneygram.com, especially to FAQ section. Please clicking on SUPPORT > FAQ. If you will not be able to find solution for your problem, please contact us directly by our web form by clicking on SUPPORT > CONTACT.\n\nSincerely,XX/XX/XXXXSupport Specialist MoneyGram International. \n\nref :! XXXX.! XXXX : ref","date_sent_to_company":"2025-02-07T19:04:37.000Z","issue":"Fraud or scam","sub_product":"International money transfer","zip_code":"61821","tags":null,"has_narrative":true,"complaint_id":"11878565","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC","date_received":"2025-01-31T17:15:04.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When I try to reset my <em>password</em> using the recovery option, I am not receiving the <em>security</em> code on my registered email, which is preventing me from completing the access recovery process. This situation is causing me inconvenience as I need to access my <em>account</em> urgently. \n\nI kindly request your prompt intervention to resolve this issue and allow me to regain access to my <em>account</em>."]},"sort":[16.103613,"11878565"]},{"_index":"complaint-public-v1","_id":"15771425","_score":15.930771,"_source":{"product":"Credit card","complaint_what_happened":"Consumer Financial Protection Bureau ( CFPB ) Complaint Summary I am filing this complaint regarding Chase 's denial of a legitimate fraud claim for a {$1100.00} unauthorized charge on my XXXX credit card. Despite clear evidence of fraudulent activity and a documented pattern of unauthorized XXXX product purchases on my accounts, Chase incorrectly determined that I \" benefited from the transaction '' and denied my fraud claim.\n\nTimeline of Events XX/XX/2025 Unauthorized charge of {$1100.00} on Chase XXXX credit card for purchase of XXXX XXXXXXXX XXXX through XXXX Immediately contacted XXXX upon discovery ; they locked my account and began investigation Changed XXXX password Reported fraudulent charge to both XXXX and Chase Filed fraud claim with Chase XX/XX/2025 Second fraudulent charge of {$1000.00} via XXXX on same Chase XXXX card for XXXX XXXX Pro purchase through XXXX ( made as \" guest '' on my XXXX account ) Same evening : Email account compromised - used to sign up for numerous spam newsletters to hide the XXXX purchase confirmation Immediately contacted XXXX, XXXX, and XXXX Filed fraud claims with all parties Reported incident to Pennsylvania XXXX Police XXXX immediately determined charge was fraudulent, issued full refund, and opened investigation XX/XX/2025 Changed passwords for all affected accounts ( XXXX, XXXX, XXXX, XXXX, personal bank ) Chase closed compromised card and issued replacement with new number XX/XX/2025 Contacted XXXX for status update on XX/XX/XXXX fraud investigation ( payment due soon ) XXXX confirmed case still under review, fraud department to contact me Contacted Chase expressing concern about unresolved fraudulent charge Chase requested I forward any evidence from XXXX to their fraud department XX/XX/2025 Received letter from Chase stating fraud investigation concluded I \" benefited from the transaction '' Fraud claim DENIED- I remain responsible for {$1100.00} fraudulent charge Supporting Evidence Clear Pattern of Fraud : Two separate unauthorizeXXXX XXXX  product purchases within 10 days Email Account Compromise : Documented spam email attack to hide fraudulent purchase confirmations Third-Party Validation : XXXX immediately recognized their charge as fraudulent and issued full refund Police Report : Filed with Pennsylvania State Police due to criminal nature of fraud Personal Preference : I strongly dislike XXXX XXXXroducts and would never purchase multiple XXXX  devices Account Security Measures : Immediately changed all passwords and took protective actions Issue with Chase 's Decision Chase 's determination that I \" benefited from the transaction '' is factually incorrect and inconsistent with : The clear evidence of account compromise The pattern of fraudulent XXXX  product purchases XXXX XXXXs own fraud determination and immediate refund The criminal nature of the activity ( reported to police ) My documented personal preferences against XXXX products Resolution Requested Reversal of Chase 's fraud claim denial Removal of the {$1100.00} fraudulent charge from my account Acknowledgment of the legitimate fraud claim Review of Chase 's fraud investigation procedures to prevent similar incorrect denials Financial Impact I am being held responsible for {$1100.00} in unauthorized charges despite taking immediate action, cooperating fully with investigations, and providing clear evidence of fraudulent activity. This places an unfair financial burden on me as the victim of identity theft and credit card fraud.","date_sent_to_company":"2025-09-06T15:31:55.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"194XX","tags":null,"has_narrative":true,"complaint_id":"15771425","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-09-06T14:16:50.000Z","state":"PA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Timeline of Events <em>XX/XX</em>/2025 Unauthorized charge of {$1100.00} on Chase <em>XXXX</em> credit card for purchase of <em>XXXX</em> XXXXXXXX <em>XXXX</em> through <em>XXXX</em> Immediately <em>contacted</em> <em>XXXX</em> upon discovery ; they locked my <em>account</em> and began investigation Changed <em>XXXX</em> <em>password</em> Reported fraudulent charge to both <em>XXXX</em> and Chase Filed fraud claim with Chase <em>XX/XX</em>/2025 Second fraudulent charge of {$1000.00} via <em>XXXX</em> on same Chase <em>XXXX</em> card for <em>XXXX</em> <em>XXXX</em> Pro purchase through <em>XXXX</em> ( made as \" guest '' on my <em>XXXX</em> <em>account</em> ) Same evening"]},"sort":[15.930771,"15771425"]},{"_index":"complaint-public-v1","_id":"20969050","_score":15.676664,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, I am submitting this formal dispute and demand for reinvestigation regarding two unauthorized transactions on my PayPal account resulting from a confirmed account compromise. \n\nOn XXXX XXXX XXXX XXXX XXXX XXXX XXXX I discovered that my PayPal account had been accessed without authorization and used to initiate a transfer of * * {$370.00} * * to an unknown individual. I immediately took the following actions : * Logged into my PayPal account and reset all passwords * Secured my account in accordance with PayPals fraud guidance * Opened a dispute ( Case # XXXX XXXX XXXX XXXX XXXX XXXX * Submitted an affidavit confirming that this transaction was unauthorized I clearly stated that : * I did not authorize this transaction * I did not initiate this transaction * I have no connection to the recipient Despite this, PayPal closed the dispute stating that no fraud was found, which directly contradicts the evidence provided.\n\nShortly thereafter, I identified a * * second unauthorized transaction * * in the amount of * * {$560.00} * * ( Case # XXXX XXXX XXXX XXXX XXXX  ), also to an unknown individual. I immediately reported this as fraud and again stated that I had no involvement in or authorization of this transaction. \n\nUpon contacting PayPal by phone, I was transferred to your * * security department * *, where representatives : * Confirmed that my account had been compromised * Acknowledged that unauthorized access had occurred * Directed me to further secure my account, including password resets and multi-factor authentication Additionally, due to the severity of the breach, I worked with my cybersecurity provider ( XXXX ) to : * Rebuild and secure my computer * Remove any unauthorized access * Ensure my system was no longer compromised Despite PayPals * * verbal acknowledgment that my account was hacked and that these transactions were fraudulent * *, both disputes were closed with a finding of no fraud. \n\nThis is unacceptable and inconsistent. \n\nPayPal can not acknowledge a security breach and unauthorized access on one hand, while denying fraud and holding the account holder financially responsible on the other. This represents a failure in both your fraud investigation process and your platform security controls.\n\nBoth transactions are * * 100 % unauthorized and fraudulent * *.\n\nAccordingly, I demand the following : 1. Immediate reopening and reinvestigation of both disputes * Case # XXXX ( {$370.00} ) * Case # XXXX ( {$560.00} ) 2. Immediate reversal and refund of both unauthorized transactions 3. Written confirmation that these transactions are formally classified as fraud 4. A detailed explanation of how PayPal concluded no fraud despite confirmed account compromise 5. A review and correction of your security and dispute-handling procedures to prevent recurrence Under applicable consumer protection standards governing unauthorized electronic fund transfers, account holders are not liable for transactions they did not authorize when timely reported. I met all requirements by reporting these transactions immediately and taking all recommended security measures. \n\nIf this matter is not resolved promptly, I will escalate this complaint through the * * Consumer Financial Protection Bureau ( CFPB ) * * and any other appropriate regulatory or legal channels.\n\nPlease provide a written response within * * 10 business days * *. \n\nSincerely, XXXX XXXX Email : [ XXXX ] ( mailto : XXXX ) Phone : XXXX","date_sent_to_company":"2026-04-06T12:09:18.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"21045","tags":null,"has_narrative":true,"complaint_id":"20969050","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-06T11:58:07.000Z","state":"MD","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["A detailed explanation of how PayPal concluded no fraud despite confirmed <em>account</em> compromise 5. A <em>review</em> and correction of your <em>security</em> and dispute-handling procedures to prevent recurrence Under applicable consumer <em>protection</em> standards governing unauthorized electronic fund transfers, <em>account</em> holders are not liable for transactions they did not authorize when timely reported. I met all requirements by reporting these transactions immediately and taking all recommended <em>security</em> measures."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"]},"sort":[15.676664,"20969050"]},{"_index":"complaint-public-v1","_id":"2753514","_score":15.242579,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My complaint is towards Coinbase where I previously had XXXX euro  stored with them in what I believed was a secure wallet. On XXXX.XXXX.2017 I tried to login to my account at XXXX ( a subsidiary of Coinbase ) which I accessed through XXXX ( the first link in the search ) and was instead taken to a phishing site XXXX, set up exactly the same way as the original site. I tried to login and after two failed login attempts using my XXXX protection codes I recieved two emails, one which stated my email account had been accessed from an unauthorized location, and another to say I had transferred the entirety of my account in the form of XXXX to an unknown address ( screenshots attached of both emails ). After this happened I obviously contacted the company via email to explain the situation, whereby I was reasonably promptly sent a generic reply saying they had blocked my account and asking me to complete a series of questions as a security review. I changed my passwords as suggested and was told I would recieve a reply within 5 days. In the meantime I did some research online and realised I was not the only person to fall victim to this fraud and that Coinbase had been  notified of this security breach as many as 11 days earlier via XXXX ( screenshot attached ) yet failed to do anything about it in order to ensure their customers were suitably protected. When I did recieve the reply a few days later, it was once again a generic response which somewhat predictably washed their hands of any wrongdoing and implied I would not be able to get my funds returned to me. After speaking to others who were scammed the same way and who have since seeked legal advice, Coinbase should be held liable for this breach of security and should refund their customers as they failed to act quickly enough to extinguish the threat. I hereby declare that I would like my original amount of XXXX euro refunded to my Coinbase account and my account unblocked as soon as possible or I too will be forced to take legal action against the company","date_sent_to_company":"2017-12-12T12:03:17.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2753514","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2017-12-12T11:28:29.000Z","state":null,"company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After this happened I obviously <em>contacted</em> the company via email to explain the situation, whereby I was reasonably promptly sent a generic reply saying they had blocked my <em>account</em> and asking me to complete a series of questions as a <em>security</em> <em>review</em>. I changed my <em>passwords</em> as suggested and was told I would recieve a reply within 5 days."]},"sort":[15.242579,"2753514"]},{"_index":"complaint-public-v1","_id":"21934775","_score":15.060116,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Subject : Complaint Regarding Navy Federal Credit Union Failure to Investigate and Improper Handling of Account Activity To Whom It May Concern, I am submitting this complaint regarding Navy Federal Credit Union and their handling of a serious account security and transaction dispute.\n\nI am reporting concerns related to an account holder who provided me with his login credentials ( username and password under the name XXXX XXXX XXXX DOB : XX/XX/year> ), which I now understand is a violation of Navy Federals security policies requiring members to maintain confidentiality of their access information. Despite this clear breach of policy, the institution has not taken appropriate action to investigate or address the situation.\n\nAdditionally, the account holder conducted a transaction to me for expense payment in the approximate amount of {$1000.00} and subsequently reported this transaction as fraudulent, causing a false fraud report, which caused me financial harm/loss. Based on my understanding, the funds were reversed or credited back without what appears to be a thorough or proper investigation into the circumstances. I want to formally state that I did not initiate or participate in this transaction in any improper manner. The transaction was made by the member to pay me for expenses, and I was scammed since he later received a reversed transaction and got the funds back.\n\nI contacted Navy Federal Credit Union to report these concerns ( over phone and email ) and clarify my limited involvement. However : My report does not appear to have been properly documented I did not receive any formal follow-up, response, or resolution The institution has refused to further investigate the matter At this time, the account holder continues to have access to the account without restriction, despite : Sharing credentials in violation of policy Filing what I believe to be a false fraud claim Creating a situation that has now escalated to potential legal action involving me I am requesting that the Consumer Financial Protection Bureau review this matter and require Navy Federal Credit Union to : Conduct a proper and thorough investigation into the transaction and account activity Review the handling of the fraud claim and the decision to reverse funds ( if appropiate ) Evaluate the institutions failure to document and respond to my report Ensure that my rights are protected, as I am now being impacted by this situation Review whether appropriate actions were taken in response to clear policy violations by the account holder This situation has caused significant concern and potential legal exposure for me, and I believe the bank has failed to act appropriately in handling both the security breach and the disputed transaction.\n\nI am submitting this complaint in good faith and request assistance in ensuring that this matter is properly reviewed and addressed.\n\nPlease let me know if any additional information is required. \n\nSincerely, XXXX XXXX XXXX Member Navy Federal - Access Member XXXX","date_sent_to_company":"2026-05-06T15:32:52.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"29414","tags":null,"has_narrative":true,"complaint_id":"21934775","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2026-05-06T15:11:36.000Z","state":"SC","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["I am reporting concerns related to an <em>account</em> holder who provided me with his login credentials ( username and <em>password</em> under the name <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> DOB : XX/XX/year> ), which I now understand is a violation of Navy Federals <em>security</em> policies requiring members to maintain confidentiality of their access information. Despite this clear breach of policy, the institution has not taken appropriate action to investigate or address the situation."]},"sort":[15.060116,"21934775"]},{"_index":"complaint-public-v1","_id":"6552441","_score":15.055982,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I checked my XXXX XXXX account ( rough estimate XX/XX/XXXX ) and noticed my credit score went down. There was a hard inquiry via CitiBank on XXXX. Called CityBank ( apparently got routed to the wrong department ) and they confirmed there was no account in my name. A few days later, I received a letter in the mail from CitiBank, and I called their credit card application department and was transferred to the fraud team- who confirmed there was an existing application in my name. They stopped the application, notified the credit bureaus, and put an alert in their system. \nI also individually froze my credit through XXXX, XXXX, and XXXX via the automated phone system. On XXXX I created an online account with each credit bureau and discovered 4 more credit card applications in my name. \n* Capital XXXX on XX/XX/XXXX * XXXX via XXXX Bank on XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX via XXXX on XX/XX/XXXX XXXX I contacted all 4 banking institutions and confirmed there was a credit card applications in my name as described above, stopped all applications, alerted them as fraud, and each bank said they would notify the credit bureaus. \nOn XXXX I started using XXXX, for identity theft protection. I linked all banking and investment accounts to Aura to be monitored as a safety measure. \nXXXX I added a PIN # via the IRS to further protect my identity. \nXXXX I changed all passwords with bank accounts, credit card accounts, XXXX ID, XXXX accounts, etc.- anything vital to my identity that I could think of 2/2- Notified all banks I do business with about recent fraud and set up text notifications on any charge above {$1.00}. \nXXXX I set up a PIN with the IRS to further protect my identity and notified my CPA since tax season is approaching. \nOn XXXX I received a text notification from XXXX  that a New Account Application was detected via XXXX XXXX. Called Aura immediately, and together we called XXXX XXXX. They said there was nothing in their system, so nothing could be done at this point. \nXXXX After the XXXX XXXX phone call, the XXXX representative stayed on the line and we reviewed my credit report together. She mentioned my XXXX XXXX XXXX credit card, and my XXXX XXXX card- which I forgot to add the alerts. \nXXXX Called Nebraska XXXX XXXX to add a phone call notification before a transaction can go through XXXX called XXXX Bank XXXX XXXX XXXX card ) and they were unable to add security measures like a text notification, so to be safe I closed out the account and requested a mailed correspondence. \nXXXX Updated XXXX password XXXX Requested security freeze with XXXX XXXX submitted a complaint with the CFPB XXXX contacted the city of XXXX police department to find out process to report fraud, and will be submitting that shortly. \n\nA few months back, maybe XXXX or XXXX of XXXX I received a letter from XXXX that there was data breach and I was on the list. My DL and other \" basic '' info like my name and address were breached.","date_sent_to_company":"2023-02-09T19:59:18.000Z","issue":"Getting a credit card","sub_product":"Store credit card","zip_code":"76039","tags":null,"has_narrative":true,"complaint_id":"6552441","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-02-09T19:16:35.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["<em>XXXX</em> Updated <em>XXXX</em> <em>password</em> <em>XXXX</em> Requested <em>security</em> freeze with <em>XXXX</em> <em>XXXX</em> submitted a complaint with the CFPB <em>XXXX</em> <em>contacted</em> the city of <em>XXXX</em> police department to find out process to report fraud, and will be submitting that shortly. \n\nA few months back, maybe <em>XXXX</em> or <em>XXXX</em> of <em>XXXX</em> I received a letter from <em>XXXX</em> that there was data breach and I was on the list. My DL and other \" basic '' info like my name and address were breached."]},"sort":[15.055982,"6552441"]},{"_index":"complaint-public-v1","_id":"16386349","_score":15.038756,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I opened a account with Robinhood Financial and have invested in several stocks & crypto currency. I've been withdrawing currency daily for several days onto my personal hardware wallet. \nOn XXXX Robinhood sent the following : All Accounts - Withdrawals locked : You can no longer withdraw money from your account. \n\nI was finally contacted on XXXX and was questioned by a Robinhood phone representative that asked for my name, email address, phone number, the last 4 of my social security number, and told me this was a review to lift restrictions for my protection. \n\nI was mandated to change my email address, my password & submit government issued photo of my drivers license ( front & back ) along with a real time selfie photo using their application. I also gave Robinhood access to my back statement for this account which is a terrible infringement to my privacy & security of my account. This phone conversation went on for 1 hour & 12 minutes asking me the same questions with different wording. Such questions were am I the only one using this account ( yes ), does anyone else have access to your account ( no ), have you lost you phone recently ( no ), is anyone making you buy crypto ( no ), do I have any 3rd party apps ( no ), have I made all the transactions listed ( yes ), am i sending crypto to anyone ( no ). We also went over all the login 's and verified it was me logging in. I explained I use a VPN on my personal computer to protect my privacy while traveling on business and staying at hotels. It shows logins from different areas & countries that I verified was me. I have 2 phones ( 1 personal 1 business ) I have 2 computers ( 1 personal, 1 business ) that are the only devices that have been used to log into this account also verified by me. It went on like this for over an hour. \n\nOn today XXXX I receive an email that the restrictions have been lifted at XXXX XXXX. At XXXX XXXX  I receive another email that my account is restricted again & i didn't even log into the account between those times. I tried to log in and had to change my password again & submit photos ( 3rd time in 24 hours ). This is starting to appear as harassment & Robinhood will not let me access my money for any transactions for apparent nefarious reasons. I was once again contacted by Robinhood phone support asking for my personal information so their review team could look at yet another list of questions asking if this was my account & if I am the only one accessing it. They even asked if there have been any off requests asking about my account & I told them only Robinhood is asking for anything odd in regards to my account. \n\nSo just so I am clear here : I am the only one using this account. I am the only one who has used this account. I have identified myself multiple time and forced to use my corporate work email address for this account. If there was any transactions that appeared fraudulent I would be the first one to contact Robinhood. I just want to use this account as it is advertised without any nefarious or fabricated restrictions by the exchange I am using. I am asking to un-restrict my account asap as it is unwarranted.","date_sent_to_company":"2025-10-06T20:39:46.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"326XX","tags":"Servicemember","has_narrative":true,"complaint_id":"16386349","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2025-10-06T19:49:12.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was finally <em>contacted</em> on <em>XXXX</em> and was questioned by a Robinhood phone representative that asked for my name, email address, phone number, the last 4 of my social <em>security</em> number, and told me this was a <em>review</em> to lift restrictions for my <em>protection</em>. \n\nI was mandated to change my email address, my <em>password</em> & submit government issued photo of my drivers license ( front & back ) along with a real time selfie photo using their application."],"issue":["Managing, opening, or closing your mobile wallet <em>account</em>"]},"sort":[15.038756,"16386349"]},{"_index":"complaint-public-v1","_id":"18380204","_score":14.955899,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"am submitting this complaint regarding an unauthorized electronic transaction processed through PayPal in the amount of {$1000.00}, which posted and cleared on XX/XX/year>. \nI did not authorize this transaction, did not place an order, and received no goods or services. I do not recognize this charge. \nThe transaction originated through a deceptive or impersonating website. The only amount displayed on the website was {$28.00}. I did not approve any charge. Shortly afterward, an unauthorized pending charge of approximately $ XXXX {$1000.00} appeared in my PayPal account. A PayPal pending transaction screenshot shows the charge was linked to an external website. That link now opens to an empty cart with no retained order or customer information, indicating there was no legitimate transaction record. \nUpon discovering the unauthorized charge, I secured my PayPal account by changing my password, enabling additional security measures, and removing linked bank information to prevent further unauthorized activity. \nI contacted the seller immediately to report the unauthorized transaction and request cancellation. The seller later provided invalid tracking information showing delivery dated XX/XX/year>, which is more than one month before the transaction date, and to multiple unknown out-of-state addresses not associated with my PayPal account. \nAdditionally, under PayPal Buyer Protection, valid proof of delivery requires signature confirmation. No delivery signature was required or obtained, and no signature proof is on record. \nDespite these facts, PayPal initially denied the dispute and later reopened it under Item Not Received, which is incorrect. This is not a delivery dispute. Misclassifying the case as item not received materially affects my consumer protections and allows reliance on invalid tracking rather than addressing the lack of authorization. \nWhy this is a problem The transaction was unauthorized The amount charged ( {$1000.00} ) did not match the amount displayed ( {$28.00} ) The website appears deceptive or impersonating The tracking provided predates the transaction, uses unknown addresses, and lacks signature confirmation The dispute was misclassified, preventing proper review under unauthorized-transaction standards","date_sent_to_company":"2025-12-30T21:15:35.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"32308","tags":null,"has_narrative":true,"complaint_id":"18380204","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-12-30T20:55:46.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Upon discovering the unauthorized charge, I secured my PayPal <em>account</em> by changing my <em>password</em>, enabling additional <em>security</em> measures, and removing linked bank information to prevent further unauthorized activity. \nI <em>contacted</em> the seller immediately to report the unauthorized transaction and request cancellation."]},"sort":[14.955899,"18380204"]},{"_index":"complaint-public-v1","_id":"10097863","_score":14.849714,"_source":{"product":"Checking or savings account","complaint_what_happened":"I sent this to Sofi on XX/XX/XXXX via email. I was in contact with them since XXXX afternoon/evening during the time the fraud was taking place, although the initial call I received is now determined to be a scammer Dear SoFi XXXX XXXX XXXX am writing to provide additional details regarding ticket XXXX and any related tickets. I believe I was the victim of a phishing scam. On Sunday, XX/XX/XXXX, at XXXXXXXX XXXX I received a call from ( XXXX ) XXXX. The caller identified themselves as a member of the SoFi security team and informed me of suspicious activity on my account, specifically at a XXXX store in XXXX. The caller seemed to have some of my personal information. \n\nThey stated they would send me a text with a temporary password ( screenshot attached ). At XXXXXXXX XXXX, I received a text message from XXXX ( screenshot attached ), and I proceeded to change my account password. When I followed up with SoFi later that afternoon, we discovered that the phone number associated with my account had been changed. It had been switched to the same number that sent me the \" SoFi security '' message. \n\nWe changed the number back to my phone, XXXX, but it was changed again shortly after. Eventually, SoFi froze the account following my complaints about the suspicious activity. Upon reviewing the account from my fiances login ( we share the account ), we discovered more than XXXX unauthorized charges to XXXXXXXX XXXX XXXX in XXXX, a location I have never visited. The total fraudulent charges exceed {$2000.00}. \n\nI followed up twice with SoFi on XX/XX/XXXX and received an email stating that SoFi had conducted an extensive investigation, yet the conclusion was that there was no fraudulent activity, which is clearly inaccurate. \n\nI am requesting to speak with someone at XXXX regarding the next steps, as I need access to the account restored and a clear understanding of how XXXX plans to refund the fraudulent charges per the account agreement and fraud protection policies. If I do not receive a satisfactory response, I will consider filing a complaint with the Consumer Financial Protection Bureau ( CFPB ). I understand that investigations take time, but I expect to hear from you promptly. \n\nThank you, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Sofi 's response is ; XX/XX/XXXX RE : Acct # : XXXX Merchant Name : Multiple Transaction Date : Total Amount : {$1600.00} Claim Date : XX/XX/XXXX Dear XXXX XXXX, Per your request XXXX XXXX is the documentation we used in completing our investigation on the above referenced dispute. We trust that this information resolves the questions you had related to this matter. \n\n\n\nAdditionally, we received your request to appeal the decision on this claim. \n\nPlease provide new information that was not previously provided on the claim. Without new information, this claim will remain closed. \n\n\n\nNote : SoFi is unable to advise what is needed in order to appeal your claim. \n\nIf you have any further questions, please contact us at the phone number listed below. \n\nKinds Regards, SoFi XXXX XXXX Back XXXX Department XXXX ( XXXX ) Monday - Friday, XXXX - XXXX XXXX -- -- -- -- -- -- -- -- -- -- - They included an attachment of the charges all made on XXXX within a few hours for over {$2700.00} to XXXX XXXX store in XXXX.","date_sent_to_company":"2024-09-12T17:01:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"55379","tags":"Servicemember","has_narrative":true,"complaint_id":"10097863","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2024-09-12T16:45:41.000Z","state":"MN","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["The caller identified themselves as a member of the SoFi <em>security</em> team and informed me of suspicious activity on my <em>account</em>, specifically at a <em>XXXX</em> store in <em>XXXX</em>. The caller seemed to have some of my personal information. \n\nThey stated they would send me a text with a temporary <em>password</em> ( screenshot attached ). At XXXXXXXX <em>XXXX</em>, I received a text message from <em>XXXX</em> ( screenshot attached ), and I proceeded to change my <em>account</em> <em>password</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[14.849714,"10097863"]},{"_index":"complaint-public-v1","_id":"15629218","_score":14.798299,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I was notified electronically on my phone that USAA detected fraud on my account and asked me to call them. The number they gave was XXXX and showed it was a USAA number. I was told by the individual that someone had tried to get XXXX from a XXXX XXXX  near me and they suspected it was fraudulent and asked me to go to the bank to address the issue. I was in clinic at the time and could not go, so I asked them to notify my wife. This was after they had asked me to change my password, they gave me a temporary password, and they remained on the line while I changed it. They then contacted my wife and had her on the phone for over 2 hours. She assumed it was USAA because everything was labeled USAA and they had all our account information. My wife goes to the XXXX XXXX in XXXX XXXX Ga. They were still on the phone and told her that they were trying to find out who was in on the attempted fraud by trying to deposit the XXXX in the account they designated. They showed my wife that our account was under investigation and that the transaction would not go through. Her trying to help did exactly what they told her to do, not knowing that our account was hijacked. She then went home and realized that they did let the transaction go through, and we were now out XXXX. She immediately notified USAA but because she was very upset and could not remember her pin, USAA disconnected the call and refused to help her. So, the very next day she called them again and reported the deception and fraud. She contacted what she thought was USAA but apparently were the same people that initiated the deception and fraud. On Thursday XX/XX/XXXX we were again notified by USAA that it was not considered fraud because she made the deposit willingly and we were out XXXX. My wife was and has been very distraught. So, in the morning XX/XX/XXXX. I called USAA about the case and was advised that they had no communication with us since the initial call on the XXXX, which they terminated and did not help. The lady 's name was XXXX, and I informed her of the situation. She spent about 2 hours on the phone with me going through everything and commented that they could see that the account was hijacked and we were a victim of Fraud, they made me change all my accounts and passwords as well as reissued new cards for the account. After a long discussion, she stated, that since they could clearly see that the account was overtaken and we were a victim of fraud that they were going to credit the XXXX back to our account and the case would be closed. We thought it was all done until we got a letter dated XX/XX/year> that they could not find evidence of fraud because my wife willingly made the deposit. I notified them of what had transpired on the XXXX of XXXX, and they said that was only a temp credit and that they would take it back on the XXXX of XXXX, which they did. I called them and asked for a higher review, and they stated if we could submit additional paperwork, they would apply for an appeal. As of this date we have been told that it was not fraud because of my wife 's actions and that they were trying to get XXXX XXXX  to refund the amount. I told them the whole thing was a scam, and we were deceived by the people that did this, and we should not be held accountable if they can not provide protection for their members. That is my XXXX  money from the Military as well as my 100 % XXXX pay, which I earned serving my country for over 22 years and under their policies it states that if we were a victim of fraud through no fault of our own, that they have a 100 % no liability protection. I feel they have failed to provide protection of my account and have a certain responsibility to protect that account. They never had a problem questioning a XXXX purchase but didn't even bother to question a XXXX transaction. I really feel because it was fraud from the get-go, we should be entitled to get our money back. In over 20 years with USAA, I have never made a transaction that large and for them to not even question it, I have severe reservations about the security of USAA in general. I worked hard in the military for that money and for them to non-chalantly just take it away is very hurtful and uncaring.","date_sent_to_company":"2025-08-31T15:15:03.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"305XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"15629218","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-08-31T14:29:17.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["This was after they had asked me to change my <em>password</em>, they gave me a temporary <em>password</em>, and they remained on the line while I changed it. They then <em>contacted</em> my wife and had her on the phone for over 2 hours. She assumed it was USAA because everything was labeled USAA and they had all our <em>account</em> information. My wife goes to the <em>XXXX</em> <em>XXXX</em> in <em>XXXX</em> <em>XXXX</em> Ga."],"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":[14.798299,"15629218"]},{"_index":"complaint-public-v1","_id":"15819895","_score":14.797076,"_source":{"product":"Checking or savings account","complaint_what_happened":"These are the lies that Wells Fargo just tried to spew. \n\n\" In an email to the customer, I advised we received their complaint from the Consumer Financial Protection Bureau. Our records confirm your Wells Fargo XXXX Checking account ending in XXXX was closed on XX/XX/XXXX, with a XXXX balance. We have attached your closing account statement for your review. Further review confirms, we were unable to locate any calls to Wells Fargo during the time frame mention in your complaint. Identity theft occurs when someone uses your personal information, such as Social Security number, name, and address, without your knowledge or consent. Some examples of identity theft are attempting to open accounts, withdraw or transfer money, or when someone assumes control of your account by changing the address, phone number, or online access. We recommend contacting the consumer reporting agencies for assistance with determining if there is any suspicious activity on your consumer report and if necessary, request a fraud dispute on your consumer report : XXXX  XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, TX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX innovis.com '' The Wells Fargo account XXXX active. Wells Fargo reps or whoever is diverting my calls from my cellular device illegally are aiding and abetting in identity theft of someone named \" XXXX '' who is not affiliated with me in any way shape or form, they are not related to me and I do not know them. I am calling from a device with the phone number XXXX and active calls from XXXX voice number XXXX. \n\nI just need a password reset for this Wells Fargo account and the alleged Wells Fargo phone reps have put a hold so that I can not use the automat service to reset the password on my own. Just to get as many minutes as possible on the phone for work. This is insane and I need to access the Wells Fargo account and the financial resources in my care. I would never sign up for a Wells Fargo XXXX XXXX. I am within XXXX miles of the XXXX XXXX border, to verify my identity would be so quick and easy and yet not my car has been taken from me and I need to access my financial funds to leave to XXXX as soon as possible. None of what I am sharing is to be referenced or utilized for monetization or intimidation purposes. I am pressing criminal charges against every call center I am diverted to that prevents me from simply accessing my financial information, personal identification information, and Bank account access. I will call Wells Fargo again today at XXXX PM EST, the phone number XXXX. Here is a screenshot link to what I am seeing when I try to do a simple password reset on the Wells Fargo app and the upload of said image. XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX I am in XXXX XXXX, Maine, at XXXX XXXX trying to get a XXXX XXXX through XXXX XXXX  Roadside assistance XXXX bring me my XXXX XXXX and I XXXX XXXX XXXX to reach the XXXX  consulate of XXXX for emergency assistance as a XXXX XXXX of a XXXX  XXXX  XXXX experiencing/experienced harassment on the XXXX XXXX. XXXX ID XXXX XXXX","date_sent_to_company":"2025-09-11T00:18:50.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"91701","tags":"Older American","has_narrative":true,"complaint_id":"15819895","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-09-09T19:12:50.000Z","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 accessing account"},"highlight":{"complaint_what_happened":["\" In an email to the customer, I advised we received their complaint from the Consumer Financial <em>Protection</em> Bureau. Our records confirm your Wells Fargo <em>XXXX</em> Checking <em>account</em> ending in <em>XXXX</em> was closed on XX/XX/<em>XXXX</em>, with a <em>XXXX</em> balance. We have attached your closing <em>account</em> statement for your <em>review</em>. Further <em>review</em> confirms, we were unable to locate any calls to Wells Fargo during the time frame mention in your complaint."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Problem accessing <em>account</em>"]},"sort":[14.797076,"15819895"]},{"_index":"complaint-public-v1","_id":"17208132","_score":14.715529,"_source":{"product":"Checking or savings account","complaint_what_happened":"Received e-mail and txt stating my banking accounts of almost 10 years will be closed. \n\nCalled customer service and supervisors and fraud protection and supervisors and they would only say they sent letter on XXXX to mailing address in Oregon. Told them I am at house in Florida and have become Florida resident and can not access it. Asked them why it was not posted on-line so I could read it under messages and notices. They did not have answer for it. They refused to give me any more information. Will provide copy of e-mail they sent. \n\nHave called corporate relationship manager as have several companies with accounts and corporate person said its personal not in his dept. Will be calling branch manager in Oregon branch tomorrow.\n\nThis is very disturbing. Will have to change auto payments and deposits and my children 's accounts are attached to mine. The work in setting up new accounts and contacting all auto deducts will take weeks. This is outrageously wrong, capricious, arbitrary and morally wrong. Have trusted this bank for almost 10 years. This should be illegal. \n\ncopy of e-mail : Account update Important : We decided to close your account ( s ) Important : We decided to close your accounts. \n\n\nXXXX XXXX XXXX : Financial institutions have an obligation to know our customers and monitor account activity. After careful review, we made a decision to close your account ( s ). We sent you the information in a letter through U.S. Mail. It should arrive within the next few days. \nIf you need to talk to someone after receiving the letter, please call us at XXXX ; we accept operator relay calls. \nWe need the fastest way to contact you. \nSign in and make sure your personal profile includes your mobile phone number. \n\nSecurity tip : Chase will never ask you for your account number or password in an email. \nSecurely access your accounts in the Chase Mobile app or at chase.com. \n\nEMAIL SECURITY INFORMATION Email intended for : XXXX XXXX XXXX If you have concerns about the authenticity of this message, please visit chase.com/CustomerService for options on how to contact us. \n\nABOUT THIS MESSAGE The Chase Mobile app is available for select mobile devices. Message and data rates may apply.\n\nThis service email gives you updates and information about your Chase relationship. \n\nChase can not guarantee the delivery of alerts and notifications. Wireless or internet service provider outages or other circumstances could delay them. You can always check chase.com or the Chase Mobile app for the status of your accounts including your latest account balances and transaction details. \n\nTo protect your personal information, Chase won't ask for confidential information in an email. \n\nYour privacy is important to us. See our online Security Center to learn how to protect your information. \n\nJPMorgan Chase Bank , N.A . Member FDIC XXXX  JPMorgan Chase & Co .","date_sent_to_company":"2025-11-13T04:50:15.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"97302","tags":"Older American","has_narrative":true,"complaint_id":"17208132","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-13T04:20:22.000Z","state":"OR","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["If you need to talk to someone after receiving the letter, please call us at <em>XXXX</em> ; we accept operator relay calls. \nWe need the fastest way to <em>contact</em> you. \nSign in and make sure your personal profile includes your mobile phone number. \n\n<em>Security</em> tip : Chase will never ask you for your <em>account</em> number or <em>password</em> in an email. \nSecurely access your <em>accounts</em> in the Chase Mobile app or at chase.com."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[14.715529,"17208132"]},{"_index":"complaint-public-v1","_id":"4648411","_score":14.317105,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX I received an email alert that my phone number was updated. This phone number update was unauthorized, and was not made by me. Within minutes, I contacted chase card member services to report the incident. \nAfter a few transfers I was told at one point that someone in the Chase Fraud unit had updated my phone number, and I would need to speak to them. Later, I was told that someone called Chase and impersonated me and added this phone number to my account. \nI also noticed several fraudulent charges for XXXX Auto parts made on the account XXXX XXXX XXXX XXXX XXXX  I have never purchased any merchandise from this company and these charges were not made by anyone in my family. called again, and was told I would not be responsible for these fraudulent charges made on my account and they would open a claim file and send me an ID Theft Protection Kit. \nThe account was closed, and a new account was opened. I reset passwords on my online account and provided a security word with the Fraud specialist, that I was told would be required for any future phone calls which requested changes to my account information. I was assured my other accounts with Chase were secure. \nI received my new card within a week or so, and also received the ID Theft protection kit. \nOn XXXX  I noticed the following charges on my new account, for this XXXX  Auto Parts, and called Chase at XXXX and spoke to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  informed me that the reason the charges were put on my new account was that because the charges were found to be valid. When I questioned how that is even possible- she indicated that during the claim investigation On XXXX someone from Chase Fraud team had a recorded three way call with this merchant and ME and that I agreed that these charges were VALID. I informed XXXX, that I was NOT a participant in that phone call, and whomever they spoke to was absolutely NOT me. \nThis allegation is 100 % false, and I told XXXX, that I would like to have this re-opened and have someone else review and provide me with more information, as whomever they spoke with was NOT me. She indicated she would put in the request and someone from Chase would contact me to discuss. \nI later received the letter dated XX/XX/XXXX indicating the results of the investigation, and that I had received benefit from the transaction. This allegation is 100 % false. \nI had not heard back and called chase to get a status the week of XXXX XXXX, and was told it was still an open case, and someone would be getting back to me. \nI received a letter dated XX/XX/XXXX indicating the 2nd review confirmed their previous finding and that the transaction is valid and that I am responsible for it. I have spent hours on hold, call transfers, putting a hold on my credit report, filing claim with the FTC, writing letters. Unbelievable that even though I called within minutes of receiving the notice that someone updated my account and reported it AND i contacted them within a day of the charges added to my account that they are STILL refusing to resolve this fraud activity and holding me responsible.","date_sent_to_company":"2021-08-20T14:58:38.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"44060","tags":null,"has_narrative":true,"complaint_id":"4648411","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-08-20T14:41:12.000Z","state":"OH","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I reset <em>passwords</em> on my online <em>account</em> and provided a <em>security</em> word with the Fraud specialist, that I was told would be required for any future phone calls which requested changes to my <em>account</em> information. I was assured my other <em>accounts</em> with Chase were secure. \nI received my new card within a week or so, and also received the ID Theft <em>protection</em> kit."]},"sort":[14.317105,"4648411"]},{"_index":"complaint-public-v1","_id":"13061686","_score":13.9728155,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, I am writing to formally file a complaint against JPMorgan Chase Bank regarding a recent incident in which I was the victim of identity theft and fraud, and the subsequent mishandling of the situation by your institution. \n\nOn XX/XX/XXXX, I applied for a personal loan through a company that appeared legitimate. They had a professional website and sent me official-looking documents. After providing my banking information, I was contacted and told I was approved. Shortly afterward, I noticed that multiple disputes had been filed on payments I had legitimately made, including : My XXXX XXXX XXXX insurance Light bill Gas bill Phone insurance An XXXX purchase My rent payments, including some from XXXX and XX/XX/XXXX I also noticed checks being deposited and money being transferred from my account without my authorization. Thats when I began to suspect this was a scam. I started recording phone calls with the loan company and immediately contacted Chase on XX/XX/XXXX to report the fraud. \n\nDespite the urgency, I was transferred multiple times before reaching the correct department. I handed over my online login information and was directed to file a report through Chases fraud website. I also set up a password to be used for verification whenever I called. \n\nI complied with all the steps I was told to follow : I filed a police report I reported the fraud to the credit bureaus I filed a claim with Chases fraud department A representative named XXXX told me he had withdrawn all the disputes and that the merchants would receive their payments within 56 business days. However, when I followed up, I was transferred again and again with no one providing accurate information or taking my case seriously. I felt like I was being treated as the criminal, not the victim. \n\nWhen I offered the police report case number, the representative acted as though it wasnt important. Even worse, when I called, no one ever verified the password I had set up for my security. I finally visited a Chase branch on Tuesday, XX/XX/XXXX, where a banker did her best to help me, but even she had to call the claims department. I was there because my light company required a letter from the bank stating I was a fraud victimChase refused, saying they dont issue such letters and to use the claim acknowledgment instead. \n\nBecause I paid my light bill via XXXX, I was told the investigation would take 45 days, while the claims letter I received threatened that if I didnt respond, the claim would be closed. I explained that my lights were at risk of being shut off and had no choice but to pay the bill again out-of-pocket. \n\nLater, I was told Id be responsible for the money that was transferred, and that my disputed bills would be reversed and recharged to my account. I also kept receiving suspicious texts and emails that Chase later claimed were fraudulentbut no one at Chase ever asked me for the password I set up for verification unless I specifically brought it up. Thats a major security failure. \n\nIn the end, I closed my old accounts and opened new ones. Still, Chase locked me out of my online banking. When I called again, I was told only the claim for my light bill was being investigatedall others had been closed, without resolution, without investigation, and without explanation. \n\nThis has caused me undue stress, financial loss, and emotional hardship. I have lost confidence in Chase as a financial institution. \n\nI am requesting the following : All affected accounts be zeroed out and permanently closed A full and thorough review of every fraud claim filed A written response detailing Chases handling of my case A guarantee that my credit will not be negatively impacted due to this situation and Chases failure to act appropriately If this matter is not resolved, I will file complaints with the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), the Office of the Comptroller of the Currency ( XXXX ), and any other relevant regulatory authority. \n\nSincerely, XXXX XXXX XXXX ( XXXX ) XXXX","date_sent_to_company":"2025-04-18T18:26:05.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"346XX","tags":null,"has_narrative":true,"complaint_id":"13061686","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-04-18T18:14:41.000Z","state":"FL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I also kept receiving suspicious texts and emails that Chase later claimed were fraudulentbut no one at Chase ever asked me for the <em>password</em> I set up for verification unless I specifically brought it up. Thats a major <em>security</em> failure. \n\nIn the end, I closed my old <em>accounts</em> and opened new ones. Still, Chase locked me out of my online banking."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[13.9728155,"13061686"]},{"_index":"complaint-public-v1","_id":"19414601","_score":13.6540785,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On the XXXX of XX/XX/2026 I accidentally and unknowingly downloaded A virus and although I ran A virus scan it came back clean. On the XXXX of XX/XX/2026 I woke up to find that several accounts of mine had been compromised, specifically every one of them that had A password saved in my browser. After downloading Malware-bytes and running A scan it found a XXXX  that was disguising itself as my browser. After successfully removing the virus and changing the passwords to all accounts that had their passwords saved on my browser. Coinbase was not an account that I had my password saved on and neither was my email. After completely turning off my computer and disconnecting it from the electricity I thought that was the end of it. I then wake up on the XXXX of XX/XX/2026 sometime in the afternoon to four messages in my phone indicating that I had sold XXXX $ of Bitcoin at XXXX XXXX XXXX $ of Etherium at XXXX, and have successfully initiated a withdrawal to a XXXX account for XXXX $ at XXXX. The fourth notification was one that I received in the afternoon about my account being locked after all the actions had taken place. I was able to confirm latter that the message was sent right after the withdrawal request at XXXX but I didn't receive it until a couple hours latter. I got in contact with a representative of Coinbase at XXXX the same day through the request a call feature. I informed them that my account had been hacked and that I needed to cancel the pending withdrawal as soon as possible. They informed me that as long as my account was locked no withdrawals could happen, and that any pending withdrawals would be canceled. The call was disconnected several times during these attempts, of witch I received different pieces of info in regards to if they would be able to cancel a pending withdrawal. My case was eventually escalated to the specialist support team and I received an email at XXXX on the XXXX acknowledging the problem and that they are reviewing my concern. I responded at XXXX the same day questioning how they where able to get in without 2fa verification since I never received any 2fa codes from my phone or email and bother where uncompromised, and if they where able to cancel the withdrawal. On the XXXX of XXXX at XXXX I received an email from Coinbase stating that their records show that on XXXX, my account was accessed from a device and the IP address XXXX/ XXXX XXXX XXXX  XXXX I live in the state of XXXX. I also didn't catch it at first, but this is the first time they don't actually say the correct date of the unauthorized transactions, as they refer to the 13th but the unauthorized activity only happened on the 14th. They then claim that it was likely due to a third party who had physical or remote access to my device or web browser session. They then go on to say that a session begins when I log in and ends when I log out and that I am responsible for my device 's security. My computer was disconnected from electricity and also virus free at the time of unauthorized activity. I reply on the XXXX at XXXX thanking them for the detailed response, and that I understand their stance on device security, but that ultimately it none of what they have said explains how the activity was allowed to happen in the first place. Its clear the activity happened in a completely different state and yet there was no 2fa request, I then mention a Coinbase representative ( XXXX ) had informed me that reimbursement is possible when safeguards fail. On the XXXX of XXXX I received another email that they aren't able to protect my email account, devices, passwords, 2-step verification codes, or other credentials for me, and claim that due to this they cant take responsibility for any activity on my account. They also encourage me to file with the IC3. I respond on the same day at XXXX once again acknowledging their position on device security, but that I'm referring to authorization safeguards. I ask that they do one of the following, reconsider reimbursement due to the failed and or lacking security that resulted in my funds lost, Written confirmation that Coinbase 's position is final, so I may pursue external review and document my experience accurately. I received no response by the end of the XXXX so I sent an email informing them that I will be filing with the IC3 and will be providing a case number as soon as possible. On the XXXX I filed with the IC3 at XXXX EST and had taken a screenshot of such completed form. I had been waiting to receive the confirmation email from IC3 but as of the time of writing i have not received said email. On the XXXX of XXXX I sent an email to Coinbase again with the screenshot of the completed form as well as asking them to add the report to my case file and to escalate it to the next level for further review. I have yet to receive a reply to this email. On the XXXX of XXXX I decided to take a more direct approach to solving this issue, I made a XXXX account as it was required to contact their customer support team. The same bank that my funds where withdrawn too. After completing my account creation at XXXX I called the support line and asked if they where able to tell if anyone had ever made an account in my name before, they responded with a firm no, and that they looked not only at my name but my social security number as well and found no records of any account under them ever having such credentials. I then went to call Coinbase again with the new info as how could a bank account that doesn't even have my name or social be linked so fast without a waiting period. They then explained that they outsource the security to XXXX or ( XXXX  ). They then go on to say that XXXX securely connects to my bank to verify that the account exists and retrieves limited data like my account and routing numbers, and the bank account owner details ( name, address, etc. They then go on to say that my banking username and password are never shared with Coinbase and that they stay with XXXX for verification only. They then explain that Coinbase uses the info XXXX provides to confirm the bank details are valid and that the owner information matches my Coinbase profile, Decide whether the bank can be added as a payment method or needs manual review if there is a name mismatch, and apply security controls such as encryption of my bank details, strict internal access controls, and holds on certain bank deposits ( for example, ACH/EFT ) so those funds cant be immediately cashed out or sent off the platform until the transfer fully clears. Rather take their word on it I decide to contact XXXX directly and get their side of the story. I make a Data protection Rights Request in an attempt to find out if the unauthorized XXXX account that was linked to my Coinbase account had any matching credentials of mine. After asking XXXX  several questions in regards to their roll with Coinbase I am told that Coinbase is a client of XXXX  and XXXX will verify the users credentials, and then in the case of Coinbase we'll share the required information with Coinbase such as account numbers, balance, name, email, phone, etc. It is then up to Coinbase to verify the information shared and take any fraud and security steps to verify the user. This contradicts with Coinbase 's statement, ( Your actual online banking username and password are never shared with Coinbasethey stay with XXXX for verification only. ) I then try to create another case on the XXXX of XXXX with the new info I have. On the XXXX of XX/XX/2026 I receive an email from Coinbase of which they reference that their records show on XX/XX/2026 my account was accessed from a XXXX  XXXX device and the IP address XXXX- United States. That results in an address in XXXX, a full XXXX miles away from where I live and contradicts their previous statement about their records showing it was in XXXX/ XXXX, XXXX. They also once again talk about the XXXX and not the XXXX when the unauthorized activity happened. On the same day at XXXX I respond to the email addressing the date mismatch and attribute it to a mistake on their end similar to a typo. I then make note of the incorrect IP address and provide them with my public IP address, XXXX as well as a screenshot of the website XXXX  for proof of my public IP address. I make a point that they don't have any knowledge of where it actually was that my account was accessed from, the fact I have XXXX stating that there has never been an account in my name at the time of unauthorized activity, and that I've proven they have several security flaws and I ask them that they reimburse me. They then respond stating that they understand my concern regarding the sign-in IP address matching my location, witch it doesn't and never implied that it did. They then go on to acknowledge that the bank that was used to withdraw the funds did not match my personal info on file with Coinbase, and that it was deleted from my account shortly after the withdrawal was completed. They then state that this is a common pattern they see in cases where a third party may have gained access and removed traces of the payment method afterward. The reason why the account was deleted from my account was because my account was locked, this happened right after the withdrawal due to suspicious activity, witch according to Coinbase deletes any connections the account may have with any other accounts in an attempt of security, this of course only happened after the withdrawal was irreversibly initiated. They then acknowledge that because of these findings they cant treat the withdrawal as if it was initiated from a bank that clearly belongs to me, then again incorrectly claim that the IP addresses match. They then say their decision must be based on the full set of signals they see, because of the mismatch in credentials and the banks quick removal are significant risk indicators. They then go right back to blaming the device that was virus free and turned off at the time of the unauthorized activity, say that account holders are responsible for security. I respond on the same day, the XXXX of XX/XX/2026, and simply ask them to actually read my previous email and point out that not just one piece of security failed on their end, but several all at once. With no response to my reply the case was closed at XXXX on the first of XXXX. Nearly XXXX hours before they even sent their last message, they closed it before I could even respond. On the XXXX of XXXX I created another case, to witch they responded on the XXXX at XXXX. Now they claim their records show that on XX/XX/2026 my account was accessed from a XXXX XXXX device and the IP address XXXX XXXX XXXX. This is the exact info I gave them in the previous case that they never had in the past, they then go on to once again blame me and the device that wasn't even connected to electricity at the time of unauthorized activity. I respond by copying my final message I gave in the last case on the same day at XXXX alongside screenshots of their previous statements about the devices location and IP addresses, the entirety of my final message from the previous case proving I'm the one that told them my IP, and a screenshot of XXXX  response to me inquiring about their connection with Coinbase XXXX They respond on the XXXX with an email that doesn't address any of the points I brought up and once again blames me and my computer for the unauthorized activity. I respond on the same day calling them out for not reading anything and informing them that I will be filing with the CFPB due to lack of security and accountability from Coinbase. Few minutes after I then also send an email requesting the recorded phone records from Coinbase. I have yet to receive a response as their final message was received on the XXXX at XXXX, the case was closed on the XXXX at XXXX. I have several calls with them but due to my poor memory and my inability to obtain the recorded phone calls I felt it best to omit them for the time being. However, though I am unable to recall some notable phone calls, one of witch the representative read through my case and openly admitted with me that Coinbase is partially at fault for all this, and on the XXXX of XXXX I was able to verify they they are unable to reference other case numbers in their own cases. At the time of writing I have XXXX open cases, and two closed cases with Coinbase, apparently each time you call Coinbase they open a new case, I have 3 different cases that exist simply because the call dropped, 3 different cases that simply exist because I called asking for updates on my cases, and 5 open cases about unauthorized access on my account. I have uploaded 26 screenshots of every relevant email conversation I have had with Coinbase and XXXX, arranged to match the timeline presented above. Due to my poor memory and the volume of messages, it is possible that a screenshot was inadvertently uploaded twice or that one may have been omitted. I have made every effort to provide a complete and accurate record. Should one be missing, please inform me as I am more than willing to send the missing image. Also upon request I am in possession o of an audio recording involving a XXXX representative confirming that no bank was created with my name before the XXXX of XXXX.","date_sent_to_company":"2026-02-11T12:58:07.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"99352","tags":null,"has_narrative":true,"complaint_id":"19414601","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2026-02-11T12:42:43.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Rather take their word on it I decide to <em>contact</em> <em>XXXX</em> directly and get their side of the story. I make a Data <em>protection</em> Rights Request in an attempt to find out if the unauthorized <em>XXXX</em> <em>account</em> that was linked to my Coinbase <em>account</em> had any matching credentials of mine."]},"sort":[13.6540785,"19414601"]},{"_index":"complaint-public-v1","_id":"11241891","_score":13.25975,"_source":{"product":"Mortgage","complaint_what_happened":"Data breach Mr Cooper XX/XX/XXXX. XXXX XXXX XXXX  XXXXXXXX XXXX XXXX  XXXX Mr. Cooper XXXX XXXXXXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XX/XX/XXXX Notice of Data Breach Dear XXXX XXXX, Nationstar Mortgage LLC ( XXXX Mr. Cooper XXXX writes to inform you of a data security incident at Mr. Cooper that may have involved some of your personal information. If you are not familiar with the Mr. Coope brand : Your mortgage mav have been previousiv acquired or serviced by Nationstar Mortgage LLC o ' XXXX XXXX XXXX ; Your mortgage is or was serviced by a sister brand ' ; Mr. Cooper may be or previously was the servicing partner of your mortgage company ; or You previously applied for a home loan with us.\n\nAlthough we have no evidence at this time that your information has been misused for identity theft or Traud as a result of this incident, we are contacting you to explain the circumstances of this event, and to provide information about the service we will provide to help you protect yourself. \nWhat Happened? \nOn XX/XX/XXXX, Mr. Cooper detected suspicious activity in certain network systems. Immediately upon detection, we initiated response protocols, launched an investigation with the assistance o cybersecurity experts to determine the nature and scope of the incident, and contacted law enforcement. \nWe also made the decision to shut down our systems to contain the incident and in an effort to protect our customers information. Through our investigation, we determined that there was unauthorized acces : to certain of our systems between XX/XX/XXXX and XX/XX/XXXX. During this period, we identified that files containing personal information were obtained by an unauthorized party. \nWhat information was Involved? \nThe personal information in the impacted files included your name, address, phone number, email address, Social Security number, date of birth. \nWhat We Are Doing. \nwe take the security or the data entrusted to us very seriously. Upon learning of this Incident, we immediately took steps to identify and remediate it, including locking down our systems, changing account passwords, and restoring our systems. We initiated a detailed review to identify personal ^ Sister brands include XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX information contained in the impacted files as part of the incident. We are monitoring the dark web and have not seen any evidence that the data related to this incident has been further shared, published, or otherwise misused. We are also further enhancing the security of our systems to help Prevent Incidents like XXXX XXXX XXXX in the tuture To help relieve concerns following this incident, we are providing you with access to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Credit Score services at no charge . These services provide you with alerts when changes occur to your credit file for 24 months from the date of enrollment. This alert is sent to you the same day that the change or update takes place with the bureau. Finally, we are providing you with proactive fraud assistance to help with any questions that you might have or in the event that you become a victim of fraud. These services will be provided by XXXX through XXXX XXXX, a XXXX company specializing in fraud assistance and remediation services. \nWhat You Can Do. \nWe encourage you to enroll in free identity protection services by logging on to www.mytrueidentity.com and following the instructions provided. When prompted, please provide the following unique code to receive services : XXXX. \nPlease note that we are unable to independently take this step for you. In order for you to receive the monitoring services described above, vou must enroll within 90 days from the date of this letter. The enrollment requires an interne connection and e-mail account and may not be avallable to minors under the age of lo years or age Please note that when signing up for monitoring services, you may be asked to verify personal information for your own protection to confirm your identity You will need to reference the","date_sent_to_company":"2025-01-09T20:09:20.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"93454","tags":"Servicemember","has_narrative":true,"complaint_id":"11241891","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-12-21T06:46:18.000Z","state":"CA","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","sub_issue":"Closing disclosure or other related disclosures"},"highlight":{"complaint_what_happened":["The personal information in the impacted files included your name, address, phone number, email address, Social <em>Security</em> number, date of birth. \nWhat We Are Doing. \nwe take the <em>security</em> or the data entrusted to us very seriously. Upon learning of this Incident, we immediately took steps to identify and remediate it, including locking down our systems, changing <em>account</em> <em>passwords</em>, and restoring our systems."]},"sort":[13.25975,"11241891"]},{"_index":"complaint-public-v1","_id":"5183145","_score":13.201119,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX at XXXX XXXX  I received a notification from Experian that the email address on my credit reporting account had been changed. The alert directed me to email Experian if this was not me who made this change. I sent emails to the provided address at XXXX, XXXX, and XXXX and only received an automated response saying \" Thank you for contacting Experian! We got your email and aim to respond within XXXX business days from your initial request ... '' I then tried calling them a total of XXXX times over XXXX hours and was never let out of the IVR to talk to a human. All this time I knew that my account was being hacked as I was not the one who changed my email address. Since I work in the financial service/credit card industry I knew right away this was an account takeover attempt as I had previously had my credit card information stolen XXXX earlier this year from various breaches at other companies. I tried numerous times to reach Experian on any number I could find on their website including XXXX, XXXX, XXXX, XXXX XXXX  XXXX I tried calling Experian on XX/XX/XXXX : - XXXX ( XXXX seconds spent in IVR trying to connect to person ) - XXXX ( XXXX min ) I tried calling back again on XX/XX/XXXX during normal business hours : - XXXX ( XXXX min ) - XXXX ( XXXX min ) - XXXX ( XXXX sec ) - XXXX ( XXXX min ) - XXXX ( XXXX min ) - XXXX ( XXXX min ) - XXXX ( XXXX min ) - XXXX ( XXXX min ) I then proceeded to reach out to them on XXXX and XXXX at XXXX and heard back from an Customer Service Representative at Experian who setup a call with me at XXXX that lasted for XXXX minutes. During that call the Experian Employee confirmed to me that my account was taken over and proceeded to lock my account so that I, nor the hacker, could log in and view my reports. This was done XXXX hours after the account was taken over so really did not do much. The Experian Employee told me that per Experian policy they not authorized to disclose the hackers email address that was set and instead opened up an internal case ( # available upon request ) at Experian to review. After receiving this information that my account was in fact hacked and taken over, I filed a police report with the with my local police Department, ( report # available on request ). I had also opened an initial CFPB complain ( report # available on request ) as well as a follow up complaint ( report # available on request ) a few days later with more details on the incident after not hearing back from Experian. At XXXX on XX/XX/XXXX I received a call from another member of Experian Customer Service who provided me additional information. The Experian Employee on the phone confirmed to me that the hacker changed my email address, then changed my password via a password reset to that email address. The Experian Employee said that the hacker then changed my security question and pin. The Hacker changed the security question of \" favorite teacher '' to \" yo-yo '' and PIN to \" XXXX '' The Experian Employee told me that this is not the first time that the Experian Employee has seen those answers to other accounts that were taken over. The Experian Employee also shared with me the email address that the hacker changed the account to ( available upon request ). The Experian Employee was able to help me regain control of my account. Once I had control I was able to see that the hacker pulled a copy of my credit report which gave them access to the following : date of birth, last XXXX address history, employer, middle initial, my credit scores for all XXXX bureaus, first XXXX digits of every credit account and loan that I have had in my life, payment history on every credit account and loan that I have had in my life, current balance/open date, status of every credit and loan, past inquiries from companies. I could tell this was the case as Experian 's interface saves all past reports you generate, and the timestamp that was generated for this one was XX/XX/XXXX at the exact time when my account was taken over by the hacker and I lost possession. Given all of this information that was taken I immediately placed fraud alerts on all of my Credit Bureau accounts that remain in place. I also filed a report with the various law enforcement and state agencies for identify theft and hacking. I was also forced to add on an expensive {$25.00} a month Experian Credit Protection package to perform dark web scans, and give me the ability to lock my report, and a private phone line to contact so that if my account was taken over again I would have better alerts and controls in place instead of getting an email and having to wait XXXX  days for a response. Overall I just can not believe that this happened. Experian dropped the ball massively in protecting my very sensitive data in allowing an email change to take place at XXXX at night, followed by changes to password, security question, security pin, address, and my report being drawn. All of this without any KYC checks being done, or any two-factor authentication taking place and zero notification back to the contact info that I set up on the account to verify all this strange behavior ... which is even more appalling knowing that Experian sells two-factor authentication products on the market yet fails to protect our most sensitive information with it unless you pay {$25.00} a month. So this was either an inside job at Experian and they are trying to cover this up which is why they are not providing me or law enforcement with any details on the hack, or they massively failed Know Your Customer checks and don't want regulators to be made aware.","date_sent_to_company":"2022-02-03T23:23:05.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"60202","tags":null,"has_narrative":true,"complaint_id":"5183145","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-02-03T23:05:29.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["Experian dropped the ball massively in protecting my very sensitive data in allowing an email change to take place at <em>XXXX</em> at night, followed by changes to <em>password</em>, <em>security</em> question, <em>security</em> pin, address, and my report being drawn."]},"sort":[13.201119,"5183145"]},{"_index":"complaint-public-v1","_id":"6596914","_score":13.1011505,"_source":{"product":"Debt collection","complaint_what_happened":"I have mailed Identity Theft documents including FTC Identity Theft Affidavits, Police Reports, Summary of Identity Theft Incident, and the information that was appearing on my credit report to Sezzle 3 times on XXXX, XXXX, and XXXX as the fraud began on my identity in XXXX and have had ZERO communication or response until Thursday XXXX stating the fraud department determined it was not fraud but gave no more information or provide me with the documents or process of the investigation that I requested, as I am allowed this by law. It was ignored again too. The addresses these documents were mailed to were twice to XXXX XXXX XXXX XXXX XXXX XXXX XXXX MN XXXX and once to XXXX XXXX XXXX XXXX MN XXXX without any acknowledgment or communication beginning XXXX. \n\nIn XX/XX/2022 shortly after my mother unexpectedly passed away, I fell victim to identity theft, where my Social Security number was found, linked to another ( fictitious ) name and address in XXXX XXXX. A total of 16 financial accounts were compromised, including my existing accounts, as well as new accounts, opened using my information. They were able to get complete total access to my entire XXXX and were able to clone the phone giving them access to do everything I would be able to do. They even made payments from my financial apps where my checking accounts were held to the credit cards so that they could keep charging on the credit cards so I would maybe not notice as quickly they even made thoughts payments to five of my accounts from three of my bank accounts checking, savings, and one of my business accounts. I was confused as to how my accounts and information continued to be accessed even after fraud alerts and reset all passwords and security info, but since they had access to my XXXX and my XXXX ( previous phone ), they were able to see whenever I changed any passwords, and what they were changed to and every action performed using my XXXX and able to access all information on it for months until XXXX finally was able to find the issue of my phone being so slow and shutting down which was due to infiltration to my kernel OS system on my device, according to XXXX. I had to purchase a new phone once this was uncovered. \n\nI have provided Sezzle with the police report, FTC affidavits, and supporting documents of true name fraud specifically where my SS # was linked to someone elses name and address, in addition to my XXXX having malware in its kernel ( OS system ) where the hackers were able to take full control of my device, access to my XXXX and all financials, and impersonate me when verifying accounts etc which even including calling my banks. Upon XXXX inspecting my device, they found 167 text messages stuck in my XXXX  that was marked undeliverable as I had alerts set up with my banks and accounts to text me to verify charges or identity- these were stopped by the malware. Two days after XXXX inspected my phone and found this, they released a nationwide security update patch to all XXXX XXXX XXXX XXXX directly addressing and fixing this security issue. \n\n\n\nI requested Sezzle to provide me with all the documentation, processes, and supporting information used to determine their decision of not being a fraudulent account that I was notified briefly of this decision last Thursday without any elaboration. If a proper and complete investigation was initially done, it wouldve been clear that I was a victim of identity theft, and this account would have been found fraudulent as the 16 other accounts and creditors determined upon their investigations and review of my documentation. Unfortunately the three times I mailed it to Sezzle, no one responded. This account was charged off in the amount of {$350.00}. \n\nNo one responded to the 3 requests I sent via mail, which is required to respond within 30 days of notification by law. So according to the consumer protection rights and FCRA regulations, this account could have been immediately removed from my credit report without liability. However, I decided to contact Sezzle by phone as I didnt want it to possibly have the potential to affect my future endeavors down the road. \n\nRemove this account immediately as it is a direct result of Identity Theft and send me a letter confirming the release of my liability and account removal from the credit bureau immediately as required by law. \n\nI have attached copies of the letter i mailed to you 3 times on XXXX, XXXX, and XXXX that were blatantly ignored, proof of SS # linked to another person and address including FTC affidavits again.","date_sent_to_company":"2023-03-21T15:18:50.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"32258","tags":null,"has_narrative":true,"complaint_id":"6596914","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Sezzle Inc.","date_received":"2023-02-22T00:20:34.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["So according to the consumer <em>protection</em> rights and FCRA regulations, this <em>account</em> could have been immediately removed from my credit report without liability. However, I decided to <em>contact</em> Sezzle by phone as I didnt want it to possibly have the potential to affect my future endeavors down the road."]},"sort":[13.1011505,"6596914"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":100,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":100}]}},"product":{"doc_count":100,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":29,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":23},{"key":"Savings account","doc_count":4},{"key":"Other banking product or service","doc_count":2}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":29,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Virtual currency","doc_count":10},{"key":"Mobile or digital 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