{"took":162,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":13,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3979295","_score":19.767155,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"USAA - In XXXX, I ordered supplies from XXXX, to be shipped to my house. The next day, I made a second order. I called the local store ( where it's shipped from XXXX to have them ship all the items on one truck. For a more simple logistics format. They agreed. After 4 weeks, I never received anything. The few things that did randomly come in the mail ( not truck delivery as paid and requested ) they were the wrong items. I disputed the charged with USAA. After several months of fighting it and requesting call backs. Giving all of the information they needed and wanted on the case. They kept refusing to issue the refund to the card. Finally, they issues one refund, but now 5 months later, I'm still waiting for the 2nd refund on the card and the case keeps being dropped with no activity. ( XXXX ). \n\nThe XXXX of XXXX, I ordered a new Render station PC from a company called XXXX. While going for a MA in XXXX, I needed the system for the school work. The very first day I received it, I had issues. The system wouldn't work right and it wasn't connected properly in the system. I had to rerun all the cables and make sure it was all plugged in. Finally it booted up and ran. After tryingt o run my animation software, it was running into issues again. I went to the XXXX sites to troubleshoot the parts. But I didn't have the serial numbers to get troubleshoot and technical support assistance for the parts having issues. I contact XXXX several times in attempting to get the serial number. They refused and I have the emails showing that they refused to give serial numbers. After opening the case to find them myself. I saw that the serial numbers have all been removed and scratched off of the parts in the system. Which is 100 % illegal. I finally got the system back to working order and tried to deal with the issues with XXXX. They still refused any thing I was requesting. Finally I ran benchmarks on the system. The system failed in every aspect and the specs with the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX - XXXX XXXX XXXX abilities were not working as they should. As many public websites keep records of benchmarks. People with the same system specs that I had. were almost 30 % more power and points related to the bench mark scores. \n\nUpon trying to talk to XXXX about these issues. They again refused to answer and not give me any serial numbers. I filed a report with the FTC. Then disputed the charge with USAA as the parts were obviously counterfeit. USAA has still yet to call me, after the 30+ attempted requests to get a call back from their disputes department. They just keep dropping the case. Even through they have sufficient evidence that the emails from XXXX and the scratched off serial numbers show that there is suspicious activity going on with the PC. I don't even have the PC anymore, as I sent it in to the FTC ( XXXX XXXX XXXX unit related to counterfeit PC parts ) as requested, for their research and reporting. Which I most likely will not get it back. So I'm out nearly {$2000.00} and USAA refuses to look at the evidence or have a competent XXXX look at them, preferably someone who knows anything bout computers. I'm a federal security intelligence contractor by trade and they keep trying to claim that I need a \" professional '' account of the counterfeit parts. Which I am clearly capable of assessing myself, with my background in investigations and assisting law enforcement and military related services. \n\nI have a 3rd account that I need to dispute, but I'm trying to work it out with the company for a new pair of glasses and frames that were incorrectly cut and had the wrong prescription lenses. Which is close to {$560.00}. Which USAA will surly waste several months of time and effort in trying to secure a refund from any dispute processes. \n\nUSAA disputes dept has constantly lied on internal notes on the account. Claiming that they have tried to call me several times. I'm up from XXXX most days. Usually getting a few hours of sleep staggered through the day because of international work that I do with XXXX services in XXXX XXXX. If they would have called me, I would have received the call. There would have been a missed call. Yet USAA claims that they left voicemails, yet I never had any voicemails from them on my cell phone. So they are blatantly lying about their communication attempts and continuously ignorant to any investigation matters or materials that I submit and causing these disputes to go past the dispute timeframe that is allowed. Leaving me with several hundreds of thousands of dollars and items I never received.","date_sent_to_company":"2020-11-28T23:58:25.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"614XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3979295","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2020-11-28T23:33:21.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I finally got the <em>system</em> back to <em>working</em> order and tried to deal with the issues with XXXX. They still refused any thing I was requesting. Finally I ran benchmarks on the <em>system</em>. The <em>system</em> failed in every aspect and the specs with the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX - XXXX XXXX XXXX abilities were not <em>working</em> as they should. As many public websites keep records of benchmarks."]},"sort":[19.767155,"3979295"]},{"_index":"complaint-public-v1","_id":"4893070","_score":18.70674,"_source":{"product":"Checking or savings account","complaint_what_happened":"I applied for Hancock whitney online checking account opening process. Initiated a deposit of {$51.00} to have this process kick started. Today I got a call and then an email to send the photo id by email. Gentleman stated that application got stuck in the system. I sent the DL scanned copy. After few minutes- got an email with how to access the account online. I already uploaded the photo id by online application process. \n\nStep 1 : You'll be able to log in the day after opening your account. Download the Hancock Whitney mobile app on your smart device.\n\nFor Online Banking, go to hancockwhitney.com and use the Personal Online Banking option from the drop down menu. \n\nStep 2 : Log in with your initial credentials below : User ID : first and last initial + 8 digit DOB ( i.e. XXXX ) Initial Password : \" Go '' plus the last six ( 6 ) digits of your social security number ( i.e. XXXX ) None of this worked. \nCalled XXXX at XXXX XXXX  and was talking to XXXX. She got all the information about me, Social security number, date of birth, can verify me by sending the text message to my registered phone. But still I can not login and get my account number and routing number. She told me due to security reasons she can't provide me this. \n\nIt seems that this bank- Hancock Whitney is not at all organized and all the parts are broken. Worst thing- they have the customer facing employees like XXXX who are thinking that they are doing a favor to the customers by working in this bank. Hancock Whitney must accept that their systems are not working and report it to the customers ( website and automate calls ) rather than be so coward and shameless not to admit and acknowledge that any problem exists.\n\nMoreover if the online system doesn't work- there are alternative ways to serve the customers rather than having sorry face.\n\nIt's a chicken and egg situation - customer service won't provide the account number and without account number, customer like me can not have the online access. Shame on Hancock Whitney.","date_sent_to_company":"2021-11-09T23:18:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"75063","tags":null,"has_narrative":true,"complaint_id":"4893070","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"HANCOCK WHITNEY BANK","date_received":"2021-11-09T23:01:58.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["It seems that this bank- Hancock Whitney is not at all organized and all the <em>parts</em> are broken. Worst thing- they <em>have</em> the customer facing employees like XXXX who are thinking that they are doing a favor to the customers by <em>working</em> in this bank. Hancock Whitney must accept that their <em>systems</em> are not <em>working</em> and report it to the customers ( website and automate calls ) rather than be so coward and shameless not to admit and acknowledge that any problem exists."]},"sort":[18.70674,"4893070"]},{"_index":"complaint-public-v1","_id":"2108920","_score":18.551844,"_source":{"product":"Credit card","complaint_what_happened":"On XXXX XXXX, we have taken out a credit account with PayPal Credit to purchase some auto parts in response to an ad on XXXX 's webpage. The ad stated no interest on purchases over {$100.00}. Our autoparts totaled approx. {$500.00}, so we knew this would be perfect for what we needed to fix our vehicle and no longer have to share a car. We got approved for the credit for {$1700.00}, and went right online to order the parts shipped to store to be able to go and pick them up right away. The first representative tried to tell us that we needed to make multiple first small purchases to get credit history with the credit line in order to have the payment go through. We stated this is n't what the ad said, and that we would n't be forced into racking up the credit with small purchases before making a large one. At that time the rep said to try to wait 24-48 hours for some security settings to reset and try again. We tried again on Friday, and it still did n't work. When calling the rep this time, she said that we can not do ship to store due to security and can only do ship to home or instore purchases at select retailers. I told her the ad did n't say that, and I needed the parts right away to fix our car. She helped us by looking up in their system and found that XXXX is a partner to accept purchases in store - so we then went to XXXX on Saturday to pick up the parts. After visiting the second store for parts ( the first did n't have it in stock ) we went to buy the parts and the payment did n't go through. I called PayPal AGAIN, and after being on hold for 40 minutes while waiting in the store we were told we needed to use the phone that was connected with the account due to security. Soo we went home, picked up that cell phone and drove back and tried again. Again it did n't work. We called PayPal AGAIN and waited another 45 minutes for a rep, this time they are saying they are n't seeing any history of the purchase attempt and have me on hold while they research with their tech support to no avail. the PayPal rep said they will look more into it and call us back the next business day ... At this point, we are figuring there is a connection problem because the assistant manager at the store has said that PayPal has worked there and they have used it. So we decided to wait until Sunday. Sunday came and went, and no call back from PayPal. During this whole time, we have had to be sharing one vehicle and doubling our gas costs to drop off and pick up at eachothers work. So, we have decided to bite the bullet and just order the part on the website to ship to home. Now with all the time that has passed with PayPal not delivering on their advertised services and costing us added gas costs, time, and severe embarrassment, we could have had the part almost here already if we ordered online to ship to our home originally. So.. Here it is late Monday night and I go online to order the part online to ship to home - and the payment YET AGAIN does n't go through. We called PayPal and they said that security has again blocked the transaction, and they will be trying to reset to go through, but they ca n't guarantee and it will take 1-2 hours for the updated to occur and for me to just \" try again ''. This is COMPLETELY unacceptable. NO WHERE on the ad did it state we ca n't to ship to store, no where do they say we need to do multiple smaller purchases to qualify for the promo rate, and they DO advertise we could pay instore at XXXX. Yet, it has just been problem after problem. I just want my parts to fix my car and I would expect some compensation for my lost HOURS trying to get this purchase working through PayPay along with the added gas costs. It should never have taken over 6 days to make XXXX purchase I should have been able to pick up the same day as the initial attempt.","date_sent_to_company":"2016-10-03T17:24:42.000Z","issue":"Other","sub_product":null,"zip_code":"48328","tags":null,"has_narrative":true,"complaint_id":"2108920","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2016-09-13T04:16:03.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I just want my <em>parts</em> to fix my car and I would expect some compensation for my lost HOURS trying to get this purchase <em>working</em> through PayPay along with the added gas costs. It should never <em>have</em> taken over 6 days to make XXXX purchase I should <em>have</em> been able to pick up the same day as the initial attempt."]},"sort":[18.551844,"2108920"]},{"_index":"complaint-public-v1","_id":"4967412","_score":14.485962,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This complaint is about Wells Fargo Bank. \n\nI have attempted twice now to send a domestic wire transfer from my Wells Fargo account. I followed the bank 's instructions, but they cancelled my transaction within 24 hours with no prior notice and without explanation as to why. I was notified of the cancellation by email replicated to the bank 's online message center. I replied to the email only to get a response telling me to reply through the message center. However, when I went online to the Wells Fargo Message Center, the email function reply had been disabled. In fact, there was no way to contact them in writing at all.\n\nOnly after more than 2 hours on the phone with the bank ( being shuttled between various departments as well as being cut off twice and having to restart the phone call each time ) I was told the transfer had been flagged for fraud. But Wells Fargo had made NO attempt to contact me to verify if the transaction was legitimate before cancelling it. Every other financial institution I deal with has a system in place for quickly verifying with customers whether they recognize a specific transaction. \n\nAt the bank 's instruction I resubmitted the same transfer online. However, the fraud specialist who recommended this course of action also stated he did not know the reason the transaction had been flagged and could not guarantee it wouldn't happen again. So this time, I tried to head off any issue by calling the bank a few hours after resubmitting the transfer, only to be told it had AGAIN been flagged for fraud. Then I was told I had to wait for a callback from their fraud department sometime in the next two days (! ), and that they could not tell me when they would call, even though I explained that I could not take personal calls during working hours. I then spent another hour and a half on the phone with them before finally being escalated to a manager who could release my money.\n\nWhile on the Wells Fargo site, I investigated their \" security center '' to see if there was any way to inform them that my transaction was legitimate. There was not. All of their online options for security alerts allowed consumers to report suspected fraud, but there were NO options to allow consumers to verify that a transaction was legitimate.\n\nMy complaint therefore has two parts : 1 ) Wells Fargo ( unlike other financial institutions ) has no system in place to quickly verify with the consumer whether or not a specific transaction is genuine. \n2 ) Wells Fargo has made it impossible for an online consumer to contact them in writing to verify a transaction or even to get an explanation about why a transaction was declined. ( I suspect this is intentional ; it leaves no paper trail and also leaves the consumer at the mercy of their so-called \" customer service '' phone system, which in my experience functions more as a maze to cut off unwelcome conversations and prevent consumers from reaching anyone with authority. )","date_sent_to_company":"2021-12-02T15:02:32.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"78521","tags":null,"has_narrative":true,"complaint_id":"4967412","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-12-02T14:02:23.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["), and that they could not tell me when they would call, even though I explained that I could not take personal calls during <em>working</em> hours. I then spent another hour and a half on the phone with them before finally being escalated to a manager who could release my money.\n\nWhile on the Wells Fargo site, I investigated their \" <em>security</em> center '' to see if there was any way to inform them that my transaction was legitimate. There was not."]},"sort":[14.485962,"4967412"]},{"_index":"complaint-public-v1","_id":"17337350","_score":11.772691,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am submitting this complaint because TransUnion has repeatedly failed to correct fraudulent and inaccurate information on my credit file, despite more than five attempts, multiple disputes, and prior CFPB complaints. This issue has now been ongoing for years and is causing serious damage to my credit, blocking my ability to secure housing and financial stability. \nMy name is XXXX XXXX XXXX. My identity has been compromised ( dark-web alert from XX/XX/year> ). Since then, my TransUnion file has repeatedly shown information that does NOT belong to me, including : Wrong names Wrong addresses Wrong phone numbers Unauthorized hard inquiries A fraudulent {$620.00} collection from XXXX XXXX  , which has appeared under different names and dates over time I have submitted my ID, Social Security card, proof of address, screenshots, and a prior affidavit. I have done everything TransUnion has asked me to do. Despite this, the same inaccurate items keep appearing in different parts of their system.\n\nDuring one call, a TransUnion agent told me that multiple inquiries were deleted. This was false. They were still reporting. On another call, an agent claimed they had no file or no record related to my dispute or CFPB complaint. This is also false, because I continue to receive emails from TransUnion stating that they are working on my case and sending me secure messages.\n\nTransUnion also emailed me confirming that the {$620.00} collection was deleted, and my credit score increased to reflect that deletion. However, different views of my TransUnion report ( including the online portal and third-party apps ) still show the collection or related data. This inconsistency creates confusion and proves that TransUnion has not fully or properly updated my file.\n\nI have attempted to resolve this directly with TransUnion more than five times. Each time, I receive inconsistent answers, incomplete updates, or inaccurate statements about what has been removed. TransUnions handling of my disputes has been unprofessional, misleading, and harmful.\n\nUnder the Fair Credit Reporting Act ( FCRA ), TransUnion is required to conduct a reasonable reinvestigation ( 15 USC 1681i ), delete inaccurate or unverifiable information ( 15 USC 1681c-2 ), and ensure furnishers comply with verification requirements ( 15 USC 1681s-2 ). They have not done this.\n\nThe continued presence of fraudulent information on my TransUnion report is preventing me from obtaining housing, applying for credit, and moving forward in life. This is causing real financial damage and emotional distress. I am doing everything correctly, but TransUnions failure to correct my file keeps putting me in the same situation over and over again.\n\nI am requesting the CFPBs assistance to require TransUnion to : Permanently delete the fraudulent {$620.00} XXXX collection and any related account data.\n\nRemove all inaccurate personal information, including old names, old addresses, and phone numbers that do not belong to me.\n\nDelete all unauthorized hard inquiries that I did not initiate.\n\nCorrect all inconsistent reporting between the secure messages, email updates, consumer portal, and internal system.\n\nProvide a complete written list of every item that was deleted and every item they claim to have verified, including how it was verified.\n\nProperly document and handle my identity theft concerns in full compliance with the FCRA.\n\nI have attached a new sworn affidavit and supporting documents ( ID, Social Security card, bill/proof of address, screenshots, and previous dispute evidence ). I am simply asking TransUnion to correct my file, stop providing inconsistent information, and stop allowing fraudulent data to remain attached to my identity.","date_sent_to_company":"2025-11-18T15:21:53.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"91501","tags":null,"has_narrative":true,"complaint_id":"17337350","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-11-18T15:11:50.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["Despite this, the same inaccurate items keep appearing in different <em>parts</em> of their <em>system</em>.\n\nDuring one call, a TransUnion agent told me that multiple inquiries were deleted. This was false. They were still reporting. On another call, an agent claimed they had no file or no record related to my dispute or CFPB complaint. This is also false, because I continue to receive emails from TransUnion stating that they are <em>working</em> on my case and sending me secure messages."]},"sort":[11.772691,"17337350"]},{"_index":"complaint-public-v1","_id":"1728546","_score":11.205816,"_source":{"product":"Money transfers","complaint_what_happened":"This complaint covers several issues with PayPal where they are overstepping their authority as a money transfer company. \nFirst Complaint : PayPal \" randomly '' by their own CSR statements, holds funds in pending on fully established accounts that are in good standing even though the funds have been received. ( I suggest you XXXX - \" PayPal Pending '' where you will find multiple threads and sites including PayPal 's own complaint site where you will find literally thousands of complaints for this action. ) Then they force the \" seller '' to ship the goods with pending funds and wait for receipt and acknowledgment by the \" buyer '' before the funds are released to the seller. ( Copies of e-mail documents attached ) The seller 's balance sheet shows that the funds were received and \" completed '' then moved to \" pending ''. While the account balance at the top of the PayPal home page shows the total balance including the pending funds, the actual ledger page shows these funds have been removed. ( ledger sheets attached ) Question - Where are these \" pending '' funds actually being held and by who? Is this a kiting operation since thousands of sellers have funds being held in pending at any given time. Per PayPal CSR \" Everyone has to do this occasionally. It 's a random thing we do for security purposes. Just ship the item! \". Note : This statement was made by the CSR after having been transferred to EBay, being told by EBay it 's not us and another EBay CSR saying OK I 've released the funds check your PayPal now and seeing nothing change then being transferred back to PayPal. The holding of funds prior to shipment on established accounts is redundant as other rules in the agreement will automatically put seller funds into pending upon a complaint until it is resolved - even if it is up to 6 months after the sale. This brings up the next complaint. \n\nSecond complaint : PayPal is acting like a \" Warranty '' company by forcing sellers to refund money up to six months after the sale. Even in the case of a \" New in the Box '' item most manufactures only have a 90 day warranty. Additionally the resolution to warranty of most new items that fail during the first 90 days is to contact the manufacture 's toll free number for a return merchandise authorization with paper work that expressly states \" do not return this item to the place of purchase ''. By using the reason \" not as described '' a buyer can return an item that failed or that they physically broke for a full refund beyond the manufacture 's warranty period or the sellers usual 30 day warranty period without inspection and without recourse by the seller. There are many documented cases where the seller had money removed from their account for a refund on an item and did not even get the item returned back to them. The buyer kept the item and the money. This becomes even more dubious when many of the items that are sold on EBay, XXXX and other online companies are \" used '' or \" for parts or not working '' and carry no manufacture 's warranty. Even when the seller warrants a product to be working for a period of time, PayPal overrides that period of time. Unless PayPal is willing to absorb the cost they do not have the authority under law to enforce these kind of refunds by taking money from a seller up to six months after a sale. I would think that this is a violation of Federal Trade Commission regulations. \nThird Complaint : PayPal is a Bank as it operates as a complete banking system. Not only is it holding money for customers in accounts that draw interest which is captured and used by PayPal. Purchases made with the PayPal Credit card show up on my PayPal balance sheet. I just made a credit card payment on the PayPal site from my bank account. That payment is also being held as pending and may cause a late payment as the credit card has not acknowledged payment as they usually do.","date_sent_to_company":"2016-01-05T22:43:42.000Z","issue":"Other service issues","sub_product":"International money transfer","zip_code":"76039","tags":"Older American","has_narrative":true,"complaint_id":"1728546","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2016-01-05T22:43:41.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This becomes even more dubious when many of the items that are sold on EBay, XXXX and other online companies are \" used '' or \" for <em>parts</em> or not <em>working</em> '' and carry no manufacture 's warranty. Even when the seller warrants a product to be <em>working</em> for a period of time, PayPal overrides that period of time. Unless PayPal is willing to absorb the cost they do not <em>have</em> the authority under law to enforce these kind of refunds by taking money from a seller up to six months after a sale."]},"sort":[11.205816,"1728546"]},{"_index":"complaint-public-v1","_id":"1978590","_score":10.58174,"_source":{"product":"Consumer Loan","complaint_what_happened":"XXXX XXXX I contacted cnac XXXX them know we need XXXXwork out something because my rent was going up XXXXfull market rent of XXXX I 'm on XXXX with me & my daughter working & both receiving social security from me n XXXX it would b difficult XXXXmaintain a XXXXcar payment they said they could n't do nothing & someone would contact me on monday no one did until XXXX XXXX when they tried XXXXrun my debit card & was declined payment I informed them there was no payment XXXXget because i had payed rent & that month I had only recieved XXXX from social security XX/XX/XXXX which was my XXXX payment I said I 'd c what I could do by this time I was n't working due XXXXmy client 's declining health & my restrictions of weight I could lift XXXX XXXX I got the call they had XXXX called me throughout my hospital stay & I had numerous complications I spent XXXX XXXX & got out XXXX XXXX I made a payment that month because they had lowered my rent to XXXX I made a payment n XXXX & did n't pay rent trying XXXXshow good faith as I 'm traveling back & forth XXXX clinic XXXX follow up I was still a payment behind they informed me of a fresh start program i had XXXXget insurance because mine had lapsed on XXXX XXXX XXXX I could n't afford it with my daughter on XXXX & XXXX of funds n XXXX I got my taxes & payed double rent for XXXX & XXXX after going back & forth i was told I could do the fresh start long as I made payment on time which I did I was still pinching off taxes i was told XXXXof my XXXX did n't & they 'd cost me XXXXa month plus my co pay of my XXXX n XXXX taxes were gone & I was back n the boat of not being able XXXXkeep up wit payment they were calling me weekly sometimes XXXXtimes a wk they were telling me XXXXsell items I told them I had nothing of value n my home i dont have new flat screen tvs no game systems nothing XXXXpawn n XXXX & XXXX i made partial payments cause im only getting XXXX i have XXXXmake that strecth XXXX 30or 31 days & im going back & forth XXXX XXXX & XXXX XXXX & going XXXXthe XXXX a week XXXX later n XXXX the car wasnt running well I was afraid XXXXdrive it mostly long distances like XXXX I got an oil change @ XXXX XXXX {$24.00} they told me i needed a wheel alignment a tire rod on drivers side & some work n the back of car with struts or something it would be XXXXworth of work i could break it dwn & do wheel alignment & tire rod XXXX {$190.00} i took it elsewhere & they told me i need wheel bearing on both sides the left was worse it was just a matter of what pot hole & how i hit it all the work plus labor would cost XXXX I talked with a friend as i was distraught & they found someone who would fix wheel bearings & tire rod wit parts & labor XXXX {$650.00} the only way I 'd have enough was not XXXXpay my rent & not give cnac the partial payment i had been when they made the weekly call i told him i didnt have money cause i used it XXXXfix car & i wouldnt have money again til XXXX XXXX he was angry & i knew he would prob try XXXXrepocess car XXXXnxt 2weeks a different man calld yesterday being most recent i informed him I still didnt have money XXXXpayment but i had asked XXXX if i could try XXXXgo back XXXXwork they said yes so I 'd be looking for something part time on wknd or late evening being i have numerous appts during day & week he said good & maintain my weekly calls round XXXX the repo man showed up XXXXtake car after contacting cnac they said im XXXXpayments behind & have XXXXtake it i asked y wasnt i informed earlier when i had talked XXXXsomeone not even XXXX ago they said they didnt have XXXXsay anything my daughter & her gma said they make past due amount they said call XXXXmorrow & they were still taking car & after payment id have XXXX wait 3-5days XXXXput n tracker & auction","date_sent_to_company":"2016-06-22T18:43:56.000Z","issue":"Problems when you are unable to pay","sub_product":"Vehicle loan","zip_code":"444XX","tags":null,"has_narrative":true,"complaint_id":"1978590","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Byrider Franchising, LLC","date_received":"2016-06-21T14:25:54.000Z","state":"OH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX XXXX I contacted cnac XXXX them know we need XXXXwork out something because my rent was going up XXXXfull market rent of XXXX I 'm on XXXX with me & my daughter <em>working</em> & both receiving social <em>security</em> from me n XXXX it would b difficult XXXXmaintain a XXXXcar payment they said they could n't do nothing & someone would contact me on monday no one did until XXXX XXXX when they tried XXXXrun my debit card & was declined payment I informed them there was no payment XXXXget because i had payed rent"]},"sort":[10.58174,"1978590"]},{"_index":"complaint-public-v1","_id":"3753369","_score":7.968457,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I'm going to do this talk-to-text, and it doesn't prove to be short. This is a compendium of several disputes wrongfully denied by Direct Express Mastercard, which issues cards stamped Comerica Bank and handles my veterans pension benefits. I will try to include dates as this is several different incidents. \nMost recent dispute from XX/XX/XXXX. My card was shut off. Canceled by the company without any notice given to me. I found this out when I when to use it in a restaurant, and it would not work. This caused quite an embarrassment, and after the requisite few hours on hold that always occurs when I call Direct Express, that is if I can get through at all, as nine times out of 10 there is a message saying that they're too busy and to call back at another time, I finally speak with an operator who tells me that my card has been shut off because Direct Express notice that they were charges being made that they thought were erroneous. Upon my notification and inspection of this, I agreed that I had not made those charges I was made to order another card, and wait out the process of it being sent with my account Frozen. It should be said that while the account is Frozen that there is no navigable way through their switchboard. If you don't have a card number, or a social security number that corresponds to an account, the switchboard will simply say that you don't have an account, and hang up. So no questions can be asked, and no progress can be made unless you have another card. So, I was tasked with paying for this card out-of-pocket, actually out of the funds that they had sole control over and I at that point had no access, and wait for the card in the mail. When the card arrived, I activated it, and then spoke to numerous people that I kept getting pass between, and I do know this routine, in my quest to file a dispute. Now the charge was pending when the card was frozen, and I first spoke with them. Even upon my verification of the fact that these were erroneous they went ahead took the money out of my account necessitating I go through the dispute process. As you'll see, this is not the first time that they have routed me that way. First of all, it must be said that I truly believe that this company has designed integrated ultimate moving parts so that its users are left with a deliberate runaround that encompasses everything from their execution of policy, to the scarcity of Representatives, to the manner in which everything is addressed if you are lucky enough to contact one. It is clearly designed to discourage. I'm a retired military, and and this company has some sort of agreement with the federal government to handle our benefits as well as Social Security. I would be hard-pressed to see their manner of doing so is anything less than probably criminal. we are required to have direct deposit, and the systems are set up in a way that it is near impossible to transfer to another account without a lapse in benefits. Also, as disputes linger and are denied, and new ones created on their heels, and appeals attempted, but we're told there is no appeal process available, all decisions are final, 1 month drags into another, and it becomes apparent that there is going to be no resolution without loss, and you're not going to be able to switch your direct deposit information within the window that is available to us as veterans without further benefit delay. So Direct Express Express made payments on the charges that they had suspected were erroneous, and I had verified, hence issuance of a new card. I filed the dispute, and was told that if I faxed in the paperwork within the next 10 days, ending on XX/XX/XXXX, that there would be a provisional credit put back on my account. They will only receive the paperwork via fax machine. At the time, the country on quarantine, and myself a XXXX veteran oh, cut off from any resources to the covid-19 outbreak, finding a fax machine was not very simple. I filled out the papers and faxed them to the number Direct Express provided on XX/XX/XXXX. No word of there arrival, or any contact at all was made to me. No provisional credit placed back on my account. I went through a couple of weeks of trying to navigate their as always overtaxed phone system oh, and finally got a hold of someone at XXXX in the morning near the end of XXXX. Let it be said that approximately 60 % of the time that I have actually gotten to speak to a person, there is some sort of issue that results in the call being dropped.I am convinced that often they are blatant hang ups. They seem to always occur when they have difficulty with a question. There is also no possible way to do anyting over email or even through XXXX XXXX. I've been given addresses, and taking the time to hand write things that are repeatedly ignored, and there's no follow-up can be made to verify whether they have ever been seen. Near the end of XXXX, I navigated my way to a supervisor in their fraud department who is the first and only person that has ever spoken to me like a human in all the years I've dealt with this company. she said that the first, and the second she said that the first, and the she said that there was no fax on record, even though I had the now XXXX receipts verifying that they had been sent. She took down my number, and gave me her name, and said that she would address her supervisors, as this was taking far too long, and she thought it should have been resolved easily by then. No provisional credit made still. She never called back. More weeks of trying to navigate their phone system, brings me to the receipt of a letter that says that they refused to honor my dispute. Through my investigation of the recipient of these charges, the only thing that I could find under the designation was a realty company in northern XXXX. I've been on quarantine in Ohio for months. I finally skip through their system again, to ask about refusal of the skip through their system again, to ask about refusal of the skip through their system again, to ask about refusal of the dispute, which skip through their system again, to ask about refusal of the dispute, which they had caused them to freeze my account before I even knew that there were charges being made oh, I was told that I had to request a statement of the reasons why it was refused, and that all decisions are final, I have no recourse. As of today, months later, I'm waiting for this explanation, which could say anyting in theory. what I do know is that they claim that their investigation and my statements don't matchup. The statement, that we had played so much fax football with, and as far as I still know, no one has ever verified receiving said simply, I did not make or approve these charges. I don't know what the company is, and I verified that upon my initial contact back of the card was frozen, and I filed dispute. I had no evidence. there's no reason why I could have or should have. I have never been able to find out what raised their suspicions, but it was Direct Express had brought the charges to my attention in the first place. Currently, I wait for an explanation, but as they say, all decisions are final. I need help Working toward a satisfactory resolution of this. \nAnd, since this time ... On the XXXX of XX/XX/XXXX, I housebound, and was feeling unwell, much of it having to do with the stress of this situation and resultant of months of quarantine. A young woman that I had helping me with housework, stole my wallet and computers, and phones. I filed a report, but she still managed to drain my account of about {$1200.00}. Apparently, this can be done done without my PIN number, by telling the retailers to run the card as credit. It is my from the FTC that doing so pushes its use on to a different system which circumvents the stated use and ideological purpose of having the pin protected card. Essentially, this makes little difference in security than carrying my entire net worth in cash on my person I believe that 15 charges were made about 10 to 12 different retailers, over a few days. I filed dispute with Direct Express on XXXX XXXX upon returning from a hospital stay, and discovering that the charges had been made. The hospital stay was necessitated due to the stresses of this entire situation. I have until XX/XX/XXXX to fax in the dispute paperwork within the mandated 10 days to qualify for the provisional credit. today is the XXXX of XXXX, and I haven't yet received the paperwork, nor have I received my replacement card. I did get the paperwork from their dispute Dept, notifying me of the aforementioned denial of dispute, and it did have a different phone number at Direct Express, but I was told that I have to wait for explanation on the previous dispute, and fill out the paperwork on the new one, it was mailed 10 days ago. Call the other number. The one that I can't get through until I get the card. All decisions are final. \nI don't want to be thought of as naive here, but you will notice I don't want to be thought of as naive here, but you will notice I don't want to be thought of as naive. Yes I have noticed the repeated pattern of events. \nI asked if there was anything else I I asked if there was anything else I should I asked if there was anything else I should or could do he I asked if there was anything else I should or could do he said fill I asked if there was anything else I should or could do, as every dispute I have ever filed with them denied for the most specious reasons. I have found that I am hardly the only person with this issue with Direct Express. \nXX/XX/XXXX. Wallet and card was taken, XXXX charges totaling less than {$100.00} were made at gas stations and fast food restaurants in just a few hours. Dispute filed. Denied. All decisions final. \nXX/XX/XXXX. I was arrested and incarcerated for something I did not do. I was in jail until XX/XX/XXXX, when all charges were dropped and I was released. I was unable to use my card for a ride home even. Unbeknownst to me, Direct Express had been contacted and somehow convinced to issue replacement cards, at least two times, and someone had been spending my income for about 9 months. it took me about 2 weeks to figure this out. The culprit died during this time. The police could not figure out how to report it. Direct Express told me to provide documentation of my incarceration. I was told that the VA could do this, as they had even been visiting me at the jail. I provided documentation from the VA, as well as the XXXX XXXX XXXX. A veterans representative from the VA also sent a letter Verifying the dates of my incarceration. Although I was told that this was a very simple correction to make, nothing has ever transpired, and any attempts to inquire have been met with diversion, subterfuge, or ignorance. \nGiven the manner in which every interaction I've interaction I've had with Direct Express has been handled, I'm certain that I'm hardly the first person with complaints about Direct Express. Amongst my fellow veterans there are countless horror stories similar to mine. I'm appealing to you, Consumer Finance Protection Bureau, to please both help me toward proper acknowledgement and resolution of the cases I recounted here, as well as hopefully admonishment of Direct Express for the callous, careless, and possibly illegal and predatory manner in which they treat their card users, most of us veterans and/or XXXX, and already enduring the hardships of surviving on a fixed-income. Due to the events of the last 2 years, especially the loss of nearly a Year 's worth of income, and compounded by the ongoing stressors incurred trying to recover it, I have lost everything. By the end of this week, I will be entirely homeless. I have XXXX XXXX XXXX paratrooper legs, and no car since my release from being jailed unjustly. Hospitals and shelters are my only options, if those are even options. Please feel free to post any and all of the sweater anywhere that it any and all of any and all of this writing anywhere that it might be seen by someone who might benefit from it. I will forward it to any further organization that you might suggest could help also. I think you for your Indulgence in reading all of this.","date_sent_to_company":"2020-07-20T13:04:56.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"43224","tags":"Servicemember","has_narrative":true,"complaint_id":"3753369","timely":"No","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Comerica","date_received":"2020-07-20T10:17:35.000Z","state":"OH","company_public_response":null,"sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["I had no evidence. there's no reason why I could <em>have</em> or should <em>have</em>. I <em>have</em> never been able to find out what raised their suspicions, but it was Direct Express had brought the charges to my attention in the first place. Currently, I wait for an explanation, but as they say, all decisions are final. I need help <em>Working</em> toward a satisfactory resolution of this. \nAnd, since this time ..."]},"sort":[7.968457,"3753369"]},{"_index":"complaint-public-v1","_id":"2486337","_score":7.774927,"_source":{"product":"Student loan","complaint_what_happened":"Yes ( hi ), On     XX/XX/XXXX , I re ceived a phone call from a company identifying themselves as  XXXX   XXXX   XXXX  on behalf of Naviant. The party shared that I needed to establish a student loan payment plan, for which I was surprised was not coming off my debit card directly. Then, I realized that  my student loan payments may have been somehow suspended for one of two reasons I had n't realized : ( 1  ) in   XX/XX/XXXX ,  when I was released from duties as a   XXXX   for 'not being the right fit ', following several months of note-worthy job performance ( never being sited for any form of dereliction of duty, nor in any way deviating from the expectation -- in fact, I 'd been praised in my efforts to implement various   XXXX   and   XXXX   XXXX   XXXX   XXXX  , and having my team reach their production quotas, etc. ) ;  or ( 2 ) i n   XX/XX/XXXX ,   when I was hired by a scammer using a ( real ) company as a front to run some type of   XXXX    scam - - they 'd   XXXX   XXXX   me to separate {$4800.00} cashier 's checks, days after hire, informing me that I was required to purchase computer equipment and software from their trusted, long-time vendors, then utilize the remainder of the funds for office expenses, as required. ( BUT SINCE I 'd worked in the   XXXX  and  XXXX     XXXX   XXXX   of a  XXXX  in the past, I \" knew '' it was not protocol to have a new employee, unvetted, purchase any type of equipment, let alone, receive checks to purchase one 's own equipment -- a reputable company would purchase the equipment themselves then have it delivered to the home office -- as they 'd indicated the new offices were being renovated, thus I had to work at a remote location for the next  2 to 3 m onths ... ). So, I DID NOT follow through with their heinous scheme, but rather telephoned  XXXX , the FBI and local police to report their act and receive instruction.     Since  I 'd prov ided my banking information, in order to have payroll deduction, the police told me to have all my cards changed, so I did. Because of the the devastation in going weeks having lost a job I 'd done nothing against policy to loose, receiving absolutely no income from unemployment benefits yet, as it could not begin until late   XX/XX/XXXX , ( a nd no relief funding from public aid either ), having cancelled interviews wit h two other companies due to the \" fake '' hiring ( one at the 2nd-round level ), now burning the night oil in order to find \" something '' suitable so that I could feed  my children, try to keep my lights, water and gas on, help my   XXXX  and  XXXX   son out financially, who were headed back to college, try to find a repair shop to estimate repairs on my SUV ( since the {$1800.00} repairs I 'd paid cash for the previous year did not \" fix '' my car 's issue in the slightest -- I having later been informed by  XXXX  that it appeared the repair shop placed the original parts back on my car, however charging me {$890.00} for those parts ) so I could get my youngest son back to  XXXX  in   XX/XX/XXXX   ...     I got hired on at  XXXX , as a   XXXX   XXXX  , in a neighboring town, just after receipt of my second unemployment check, so after having recei ved only 2 payments ( and having to utilize 100 % of that to play catch-up on those debts which had occurred over the summer and early fall ), those benefits ended and I was now on hold for a paycheck for another 2 weeks, after 2  more weeks of working at  XXXX , that assignment ended, so I had to wait for a decision on yet another filed request for unemployment benefits. But during that time, a job offer for a job   XXXX  m iles south of  XXXX   (  in  XXXX  ) came in. I shared that my car was n't working properly, with the recruiters, but they pleaded that I consider taking the job, telling me that it would probably turn into full time. Figuring that I could file my taxes so that the refund could go to repair my SUV, I conceded to take the part-time temporary job in  XXXX , deciding to close out my small retirement account ( less than {$2000.00} ) in order to rent a car for that duration, until my tax return came back.     Long story short, because so much was going on, I totally was n't even aware my student loan was n't coming out automatically ; given the stress of trying to survive   XX/XX/XXXX , it ( and I believe perhaps a couple subscriptions ) had n't crossed my mind  that the residually-scheduled payments were 'not ' being made. I did receive shut-off notices in writing from DP & L to let me know that the auto-payment could not be made. I did not, however, receive any mailed, emailed, nor telephoned notices warning me that my student loan had not been paid for that duration of time, had I have known, I would have been relieved to have been notified, to re-establish payment arrangements. I finally received a call on   XX/XX/XXXX  , around  XXXX   XXXX  letting me know I 'd been behind for several months and that a new payment plan would have to be established, and \" oh,  yea,  by the way, we 're keeping your tax return you 've filed! '' I was dumbfounded ; you have months to alert me in writing, or by telephone, but call me \" after '' I filed my tax return to tell me you have filed paperwork to deny me my tax return of over {$6500.00} because I owe roughly {$200.00} in back payments?     When the new administration held up tax returns for another month, I could n't afford to continue to rent the rental week in and week out, so I emailed my boss, requesting consideration to decrease the number of days I was working ( but increase the hours ) ; she was so busy, and I never saw her, that despite send ing 2 emails and a voicemail, she did n't reply to me ... Because of the lengthy hold on the tax return, then the ( almost calculated ) call from the student loan collectors telling me that they 've confiscate d my tax return -- parallel to the time-frame the new administration held up tax returns ..., unable to carry the rental for another month, and having my HUD rental rate sky-rocket since the new income did n't take into account my renting a vehicle, and since my food stamps for my kids and I, were stopping due to the temporary part-time job out-of-town, I was being left with less than {$100.00} per week to take care of my family and the expenses, so I was forced to quit my job and look for one closer to home. ( I took he job in  XXXX  because I anticipated it potentially turning full-time, and the Ohio  Unemployment Benefits  rule book say that if you are offered a job and turn it down, it could be deemed an attempt to thwart the system, thus making one ineligible for continued benefits while job searching continued for something local -- I 'd sought guidance from an Unemployment Benefits associate who said it was my call, I 'd have to weigh the pros and cons ... ) I certainly would have shared my situation with  Naviant 's collectors, had I been granted knowledge of the state of my student loan prior to the call informin g me of the confiscation.     So, in the end,  XXXX   XXXX   XXXX  set up payment arrangements with me, and took all my tax return, so I 'm broke, and desperately looking for a job. My degree is in  XXXX  (   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   ) but, despite interviewing, I have yet to be offered a job. I do n't know if it has to do with the slightly new bias of class/racial climate, but if it does, I understand that and hold no remorse -- it is what it is, but it is terribly affecting my ability to lead a lifestyle where my children and I can know any form of security -- and there are hundreds of jobs open and available in my field ; and although I am not a \" risk '', but rather an asset, none of those companies have extended invitation to interview, nor any offers.     Because of all the harassment of the student loan collection efforts, even FOLLOWING their confiscating my tax return, rather than contacting me last year ( their having done so seemingly well orchestrated with that unscheduled delay that took place ), I have been so under pressure while looking for a job, that I have stopped answering my phone ( probably missing out on interview opportunities ), because when I answer my telephone they say \" this is a recorded line ''. I feel uncomfortable not addressing them, but considering they did n't even inform me before taking all my tax return, it really feels like I 'm now just being picked on. I have always been a productive member of society. I do n't give that agency permission to record me on some recorded line ; they took the only means for which I could fix my car in order to work, in which case ( once I learned of the matter, had I been informed the correct way ), I would have been more than happy to have begun amicable payments, as faithfully in the past. Even now, I am wondering why they are calling me, since they have confiscated my funds and have established minimal payments. I feel as though I 'm caught up in a whirlwind of harassment, like they cut opened a wound and wo n't stop sticking a fork in it, now that they 've gotten the chunk of flesh out ; and it 's hurting, so I try my best to ignore it.","date_sent_to_company":"2017-05-18T09:20:06.000Z","issue":"Struggling to repay your loan","sub_product":"Federal student loan servicing","zip_code":"45417","tags":null,"has_narrative":true,"complaint_id":"2486337","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2017-05-18T07:29:42.000Z","state":"OH","company_public_response":null,"sub_issue":"Can't get other flexible options for repaying your loan"},"highlight":{"complaint_what_happened":[", water and gas on, help my   XXXX  and  XXXX   son out financially, who were headed back to college, try to find a repair shop to estimate repairs on my SUV ( since the {$1800.00} repairs I 'd paid cash for the previous year did not \" fix '' my car 's issue in the slightest -- I <em>having</em> later been informed by  XXXX  that it appeared the repair shop placed the original <em>parts</em> back on my car, however charging me {$890.00} for those <em>parts</em> ) so I could get my youngest son back to  XXXX  in   XX/XX/XXXX"]},"sort":[7.774927,"2486337"]},{"_index":"complaint-public-v1","_id":"7548754","_score":7.7619257,"_source":{"product":"Mortgage","complaint_what_happened":"Note : while I am writing this complaint, it is coming from both my husband and I, so there are parts where I do use \" we '', \" us '' or \" our '', and others where \" I '' or \" me '' are more appropriate. \nThere are really two situations going on, but we are going to start with the most recent one first. \nSituation 1 We sent in a partial payment for XXXX in the amount of {$3200.00} ( came out of our account on XX/XX/2023 but I think we might have set up earlier ), due to the other situation we will explain at the end. It was enough to cover the Principal and Interest ( P & I ) payment of {$2700.00}, and still have some left over for taxes and insurance. When I spoke to Mr. Cooper on XX/XX/2023, they refused to post the payment without the remaining Escrow portion. I have tried to make clear to them that the amount that needs to be paid for us to be considered current, per our loan documents, is just the P & I amount ( {$2700.00} ), not taxes and insurance. Due to not being able to get them to post it ( had one person say she understood what I was explaining ), that same day I requested they remove the Escrow from our account. This was approved on XX/XX/2023, but won't be completely finish until XX/XX/2023. On XX/XX/2023, we sent them proof showing this, which was our Note highlighting the applicable sections about Monthly Payment and Delinquency. On top of that, their site shows that they will charge us the late fee of {$130.00} if the remaining {$570.00} is not received by XX/XX/2023. The {$130.00} is 5 % of our monthly payment, which is what our Note says, yet they want to charge us the late fee for not paying Escrow. The Escrow is not due until next year, they have 2 monthly payments of Taxes and Insurance extra from closing sitting in there already. Being that I previously worked in the Mortgage industry for a little under 22 years this concerned me, as : -How many other customers have become delinquent even though they made their P & I payment? \n-How many other customers did this result in negative credit reporting? \n-How many other customers were foreclosed? \nSituation 2 ( they have all this information already, but can provide again if needed ) Previous Situation reported to XXXX  : The reason we only sent in a partial payment for XXXX is their failure to complete the recast in sufficient time. We closed on our loan with XXXX on XX/XX/2023, and shortly after that they sent the servicing to Mr. Cooper. We requested information on how to do a recast, as we knew ( long before closing, and notified XXXX ) that we would be receiving money from the sale of our land to put down on the mortgage ( did not come in until after closing unfortunately ). The recast request did not state how to pay the additional principal ( curtailment ), so we got it set up to go with our XXXX payment to XXXX. We paid this on XX/XX/2023 through the XXXX site ( it posted to their system XX/XX/2023 ). On XX/XX/2023, we sent Mr. Cooper the signed recast request with the {$250.00} fee, gave them the information on the curtailment made to XXXX ( {$100000.00} ), and calculated out the balance we would expect the payment amount to be determined to be effective XXXX. The Subordination department at Mr. Cooper confirmed receipt of the request on XX/XX/2023 and that it was approved, but said they had not received the curtailment ( to be clear they said a lower amount, which already concerned me ). I followed up the same day to point out that I did mentioned on the request the curtailment of {$100000.00} to XXXX was already made. XX/XX/2023, I received notice from the Subordination department that they still did not have the curtailment, so I called XXXX and confirmed it will be sent that week, which I relayed to them. Crickets the rest of XXXX. I confirmed late on XX/XX/2023 that the curtailment was now displaying on their system ( showing XX/XX/2023 mind you ), and I followed up with the Subordination department again on XX/XX/2023. Later that day, I receive an e-mail with the Modification showing the effective payment as being XXXX. I was livid. Not once were we told there would be any delay in this due to the originating company having the money, and Mr. Cooper sub-servicing the loan. Multiple times we provided documentation showing that we had taken all the necessary steps, but they refused to accept their error. We reported it to the XXXX and disagreed with their response. Even the originator of the loan, XXXX, attempted to contact Mr. Cooper to have them resolve, and he was equally frustrated ( he requested they transfer the sub-servicing to XXXX, but he was not sure they would do so ). I even had someone say that they talked to my husband, when it was really the originator of the loan, and she had the audacity, when I said that wasn't my husband, to use my husband 's name ( clearly reading from our file ). Very concerning on what kind of security processes they have in place. While we still did not agree with the Modification having XXXX 's payment, we signed and sent by the deadline ( XX/XX/2023 ), to avoid further delays, and we commented on the cover page to make it clear we still did not agree. They received it on XX/XX/2023 and processed for the XXXX payment. Since we did everything required of us for it to be effective for XXXX 's payment, we calculated out what the payment actually should be with Taxes and Insurance, and that is why we paid the {$3200.00} mentioned above. \nEven though we don't mind not having an Escrow account ( don't like that they can earn interest on our money ), we should not have had to do this in order to get our payment made for XXXX. We also should not have had to wait for the Recast to be effective another month. Part of their claim on this is that XXXX is the investor, but once again, I am aware, from working in Mortgage, that they can buy back from the investor to make something right that they did in error. We have no confidence in this company or their ability to read the loan documents that they are supposed to be executing.","date_sent_to_company":"2023-09-15T03:51:27.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"43068","tags":null,"has_narrative":true,"complaint_id":"7548754","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2023-09-15T02:15:40.000Z","state":"OH","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["Even though we don't mind not <em>having</em> an Escrow account ( don't like that they can earn interest on our money ), we should not <em>have</em> had to do this in order to get our payment made for XXXX. We also should not <em>have</em> had to wait for the Recast to be effective another month. Part of their claim on this is that XXXX is the investor, but once again, I am aware, from <em>working</em> in Mortgage, that they can buy back from the investor to make something right that they did in error."]},"sort":[7.7619257,"7548754"]},{"_index":"complaint-public-v1","_id":"4089057","_score":6.7065125,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"first of all when I got the car out of the dealer on time I noticed the car different in different ways I took it back to the dealer told him to help me do a diagnostic is somebody if somebody messed with my car or something performance was bad poor performance security system not working parts notice have been change I called my dealership my financial my insurance even police nobody seemed to actually help do they say it's negative thinking help at all sorry police said I have no proof ideal it with that for almost a year and a half until XXXX XXXX my car got repoed two times recently as well knowing that something was wrong with the car I felt like somebody was trying to get rid of evidence as soon as I find out my car dealer would I got my cart refused to give me service two times refused to provide me with my personal information they lied to me saying they don't keep information on file for the long I just wanted to compare my paperwork from Financial dealer in mine because I had a feeling and I was expecting something was wrong with my information when nights are the copy of my ID and their system they say they couldn't give it to me because it was too dark which it was weird for me nothing but lice and rejection so I still had my car they told me to get a new one but I reject the offer because I was expecting different from them I was expecting them to help me in my situation that I was in so finally lost my job got behind on my payments little by little dealing with personal information being stolen out of my room my mail being open my car being messed with everything came at once so I have no way to go not even to go to the new interview or apply for a job people were asking so many questions like somebody posted something bad about me and online or on website or something because everybody was so questionable when I apply for a job when I want to get a bank account nobody could couldn't find me it was always two different answers my name showing for five different ways credit report went to garbage sometimes I couldn't log in to look at my credit report it was a lot of missing information they wouldn't give me an answer nothing but we have to make sure is you I couldn't even look at my car history for maintenance or anything like that it always give me an error saying that only the owner can look or go imbue the car information wish I was the owner of the car have I call they told me my car wasn't even under my name it was under a lady 's name which it bothers me always getting different we are emails on my credit about loans about student loans so I still have him fix anything I am stuck at home without nothing no money no car no job not even money to go and do laundry. On the other hand I have financial institution as well. Saying that they only got one number which I found three different numbers for the financial institute they always give me bus service never help out always quiet only yes no. Go out and ask your friends for money so you can pay the car payment things like that. And a lot more insurance pain almost XXXX for car insurance. Based on my credit which I don't even knew that I have credit that well or not even credit my personal item number being used I don't even know under what number do they qualify me for my car. Missing information in my in my car papers that I filled out which phone number color of the car email address all paperwork is so different missing information everywhere I go reject me deny me nobody helped me during the pandemic a state supposed to do give me a chance to get back in my feet at least and I was driving without insurance for 2 to 3 months due to rejection I was driving the car risking it because I know it wasn't performing the right way every time I go to the dealer I feel embarrassed because they look at me like there he comes again rejection right away all they told me the car is going to go to action anyway. And the people that I did the transaction about my car they don't they don't longer work there no more even When I got in an accident the guy from the XXXX XXXX doesn't work there either it seems like somebody did something wrong and they got fire like I don't know somebody show up on their me pretending it was me and when they saw me going in the look on their faces when they saw me like you can tell right away something wasn't right I wasn't communicated during the pandemic used to work two jobs before never have time to look at my car I never expected nothing wrong I never crossed my mind something was going to happen or somebody was going to mess with it now that I at home with nothing I have time to think and put everything together and I know 100 % I have a couple of people lined up that I know from what I see from what I heard from people reactions even where I live somebody local here they did something they didn't supposed to do. I got proof I got people. I compared my thoughts with other people from what they told me everything matches pretty good. I'm a communicated sometimes I don't have money to pay my phone so I don't know what's going on who calls me nothing I don't have nothing my car repo it kind of bothers me because if something happened to the car you know I have no way to prove the something happened to it and nobody cares explained him so many times didn't care it seems like they try to get rid of evidence because they know I noticed something wasn't right. XXXX XXXX  XXXX XXXX  they closed my account even on my previous jobs people act different towards me so I had to quit my wonderful and good job that I had due to people 's reaction in people attitude towards me when I didn't do anything wrong XXXX XXXX talk wrong about me I work for a XXXX XXXX XXXX or XXXX  XXXX  and XXXX XXXX XXXX  for five years until people started acting weird towards me wondering about me always wanted to see what I do after work while what's my routine everyday which I only work and go to work after that job go home and rest for a minute and then go to work again that was my routine for quite a while 4 5 6 7 years. the good thing I know where everything comes from y ven XXXX XXXX Store five minutes from my house de XXXX people There for a lot of years I'm a good customer at the gas station there people started asking where do I work what's my name what do I drive what do I live how do I get money they look at me from Head to Toes they always wanted to know more like if they were police or something you can tell the vibration and something went wrong or somebody say something or give bad false statement or say something bad about me that I don't even know about. discrimination people want to know if I'm legal or not and a lot of things more until this day I'm dealing with a lot of things that I don't know what to do where to move I'm stuck I've been looking for resources nobody seems to help it's always redirecting everywhere and when I talk to people about my situation they get mad they don't want to listen they I get rejected like they think I'm crazy I'm lying or not or something like that but I only know what I've been through I only know what I do and what I've been doing nothing but working for over 20 years that I've been in this country I work hard for what I have what I always had never been in trouble and never been in any kind of bat wrecker or anything like that for somebody to just do something to my information rather is my name my birthday anyting I don't think is fair. Even from the XXXX Police Department I've been denied recently lately they never come when I have something to show them about people breaking into my only room that I have in the back of the house it got to the point that they just got tired of it and then I even showed up or nothing.","date_sent_to_company":"2021-01-23T14:43:48.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"98056","tags":null,"has_narrative":true,"complaint_id":"4089057","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"First Help Financial, LLC","date_received":"2021-01-23T13:58:23.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Lender trying to repossess or disable the vehicle"},"highlight":{"complaint_what_happened":["first of all when I got the car out of the dealer on time I noticed the car different in different ways I took it back to the dealer told him to help me do a diagnostic is somebody if somebody messed with my car or something performance was bad poor performance <em>security</em> <em>system</em> not <em>working</em> <em>parts</em> notice <em>have</em> been change I called my dealership my financial my insurance even police nobody seemed to actually help do they say it's negative thinking help at all sorry police said I <em>have</em> no proof ideal it"]},"sort":[6.7065125,"4089057"]},{"_index":"complaint-public-v1","_id":"8650854","_score":5.8834777,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I'm writing today because I have several complaints concerning the unfair and deceptive way that PayPal conducts its business with the public and more specifically with me. \n\nThe complaint concerns two money transfer transactions initiated on the XXXX of XX/XX/2024. \n\nInstead of dispersing the funds to the recipients in a timely way the funds have been put on hold and the recipients have not been able to receive the money because the company has classified the status of the transfer or the payment as pending for no apparent reason since every time I speak to them it's something different. I have enclosed a copy of the two transactions by way of attachments to this message. I've also enclosed copies of correspondence from the bank showing that the money was removed from the bank account no later than the XXXX and yet the people don't have their money today because of performance failures and other deceptive conduct committed by PayPal.\n\nI fund my account with a little bit of cash usually about {$500.00} that I also link the account to some other sources of money which for exceed the amount that I have in the PayPal account.\n\nOur routinely makes small transfers under the friends and family feature to people in other countries. None of these transfers exceed 25 % of the balance in the account at any particular time. \n\nUsually when I place the transaction it tells me that the funds are going to be available in 2 to 3 minutes to the recipient. \n\nIf the funds are not going to be available in 2 to 3 minutes to the recipient I don't place the transaction. Generally I will select another source of funding to see if it changes the availability time and if it does then I'll use that source if it doesn't I will simply not place the transaction. \n\nLately I've noticed that for various arbitrary and capricious reasons PayPal elects to deceptively tell me that the transaction processed and will be available in 2 to 3 minutes to the recipient and then they place holds on the money at the recipients end and don't allow the recipient to retrieve the funds for anywhere from 7 to 30 days or more!\n\nWhen I call PayPal about this or message them each time I speak to an employee I get a different misrepresentation or a contradictory representation about why this is being done. There seems to be a corporate culture of acting deceptively towards consumers and disseminating wrong or misinformation or just false information. \n\nI've been told that because some of these transactions come out of a checking account that it takes that long for it to clear which is absolute nonsense. Using the automated clearing House those transactions can be cleared in 48 hours and many of the transfers that I do are routinely sent out immediately that way without any holds at all.\n\nThere seems to be no logic or consistency with the way PayPal applies it's so-called policy on ACH transfers in each x because many of them go out immediately and people have their money and others don't and there's no variables that are different between the transactions that are processed immediately in the ones that are delayed for no apparent reason. \n\nWhen discussing this with PayPal I'm getting different misrepresentations depending on who I'm discussing it with. I'm told that it was processed as an E-Check well that doesn't have much credibility as far as an excuse because they're processing a lot of other ones with that same method and they're making the funds available immediately because there's more than adequate funds on deposit in the account to cover them if that payment method was denied. In other words there's {$100.00} worth of payments going out for ACH processing while there's a {$500.00} plus balance in the account so if there's a problem with the ACH items they've always got recourse against the account but they're telling me that they've been doing me a courtesy to process other transactions this way so I'm curious why they extend the courtesy on some transactions and not others and why they untruthfully disclose at the time of the transaction that the transaction is complete and that the recipient will have the money in XXXX to XXXX minutes and then they put a pending hold on the transaction at the other end for XXXX to 30 days this is completely inconsistent and arbitrary and makes no sense and the fact that they come up with multiple contradictory reasons for doing this is outrageous. \n\nI was also told by one representative to call the bank where the money was being taken out of the account and tell them to expedite the transfer. Anybody in the financial industry or the banking industry knows that that is not the way the system works and my calling the bank where my money is to have them expedite an ACH transfer is not practical because that's not the way the ACH system works and it would have no effect on the final settlement of the transaction. Giving consumers such frivolous advice is deceptive and dishonest and serves no purpose other than to justify the dishonest acts of PayPal towards consumers.\n\nPayPal Representatives have also implied that they use some kind of secret blacklists or secret databases to deny access to their services. If they're using such databases in the United States to deny access to services that could be a de facto form of credit than their violating the Fair credit reporting Act and they need to disclose the fact that they're using those databases and identify the databases so that consumers can obtain copies of the information about them in those databases and challenge it for accuracy. The use of blacklists in the United States involving provisioning of credit based financial services is illegal. Do they create blacklists based on people 's race or ethnicity or sex or political persuasion or do they use demographic or economic variables that tend to discriminate against people for prohibited reasons? We don't know. Are they based on hearsay or information that was obtained in violation of the law? We don't know.\n\nAnother employee told me off the record that PayPal was having a liquidity problem and if that's truly the case I'm curious why that information is being withheld from consumers and from the public and I'm wondering if the securities and exchange commission knows about this since PayPal is a publicly traded company and I'm wondering if this is an event that requires reporting to the SEC but also if they're having liquidity problems they should basically not be in a position to defraud consumers because of those problems or conceal information about those problems from consumers who are expecting instantaneous transfers of funds to recipients who need them.\n\nI was also told by another PayPal representative that the company system for processing the payments was not working and another representative told me that they never advance money to recipients on ACH debits from checking accounts which is completely false if you look at my account you'll see that 90 % of the transactions that I initiate are ACH transactions and the funds are delivered immediately.\n\nThe company is acting dishonestly and deceptively in the way it conducts its business with the public by giving all of these frivolous and fictitious excuses to consumers to justify their own inconsistent and deceptive behavior and business practices. \n\nAnother complaint that I have about PayPal is that I'm unable to document anything because PayPal 's app has disabled the ability for consumers to take screenshots of their transactions in order to document what they're doing and have evidence to back up their positions in disputes with the company. I'm unable to take a screenshot of just about anything on the PayPal app including but not limited to transactions, disputes, messages with the company involving account issues, and like I said just about anything else that I would need to back up my position. In a way it's sort of like preemptive spoliation of evidence by preventing somebody from gathering evidence to back up anything or documenting a position or otherwise being able to provide supporting documentation in a matter involving any controversy between the parties.\n\nI have questions PayPal about this and been told that it was for security reasons and I'm wondering if it's for their security because it certainly not for my security and there's no benefit to me at all for that policy. The policy only serves to prevent consumers from documenting their transactions in the event that they encounter a problem with PayPal or some matter related to a transaction involving PayPal it basically serves to interfere with the ability to collect evidence which would support the position of a consumer in a dispute or controversy with the company.\n\nIt seems to me that PayPal has gotten away with engaging and unfair and deceptive abusive Acts against consumers for decades and not much has been done about it probably because they impose a mandatory arbitration clause on customers and because government agencies don't seem to take these complaints that seriously.\n\nI've been damaged because my recipients don't get timely remittances and I'm induced fraudulently into making the remittance on the belief that they're going to receive funds in 3 to 5 minutes based on what appears on the screen when I place the order. I'm also further damaged by the fact that I'm not able to cancel these transactions after PayPal has arbitrarily placed a 7 to 30 day hold on the disbursement of the funds to the recipients and claims to have no way to cancel the transaction! My recipients are damaged because they don't receive the money and I don't have access to my money for a prolonged period of time due to pay pals unfair and deceptive and dishonest and probably unlawful policies. It disparages my reputation personally or as a business person because it makes it appear that I'm not able to perform my obligations or promises or that I'm under some kind of investigation or scrutiny for some issues related to financial fraud concerning my accounts. \n\nIt's unlawful and unfair for me not to be able to cancel the transaction and not to have use of my funds if PayPal is unable or unwilling to perform the disbursement in a timely way and I can tell you that 7 to 30 days is not a timely way.\n\nI can't imagine that with all the technology available to PayPal at their disposal that they can not cancel or rescind a transaction where the funds have not been delivered to the recipient and they have the right to cancel the transaction within the time frame that they're putting a hold on the funds. It's a complete XXXX XXXX as they say or a contradiction. Also it's an affront to the rights of consumers to take such a frivolous position. The other thing that doesn't make sense is that they have 500 % of the amount of the transactions on deposit in the PayPal account to cover them for recourse in the event of any problems regarding the ACH payments and their one side overly complex and confusing consumer unfriendly terms of service/ contracts of adhesion that they impose upon consumers certainly gives them the ability to deduct the money from funds on deposit in their accounts. In other words there's no risk to them whatsoever.\n\nIt also seems absurd to me that they claim that they can't cancel a transaction when they've done that many times before. They have the ability and they have the technology to instantly cancel a transaction especially since they haven't dispersed any money to the recipient and they've put a hold on the transfer so it's disingenuous and dishonest to tell consumers that they can't do that when in fact they can. I'm beginning to believe the employee who told me that there were liquidity problems because it only makes sense that they need to use my money to bolster their liquidity and if they can do this to hundreds of thousands of customers then it prevents them from having a liquidity problem or having to disclose to the SEC or any regulatory body or to the public that they have these liquidity issues.\n\nIn my case the two most recent problems I have with them involving pending transactions involve money that they've already collected and my bank has already paid the money to them and I will attach exhibits showing that the money has already been deducted from the bank account while the transactions remain pending and they refuse to cancel the transactions so that I could have the money available to me to utilize for finding another way to get it to the recipients in a timely way. They've exposed me to one other problem because I've had to take money from something else to use another service to get money to one of the recipients and I have no guarantee given PayPal 's dishonesty then I will ever see the money from those transactions again and it's not my responsibility or the recipient 's responsibility to deal with this it's PayPal 's responsibility and they certainly do have the means and method for canceling a payment on an ACH transfer in fact I've had them do it a number of times so their policy is somewhat arbitrary and capricious and inconsistent and very unfair and very deceptive to consumers.\n\nI was able to screenshot a list off the main page of PayPal but when it comes to individual transactions or messages or chats or other things the app is blocked for screenshots which makes absolutely no sense at all except to serve the interests of PayPal against and above that of their customers when matters in controversy present themselves. \n\nAlso I'm noticing that I get charged XXXX cents for those transactions most of the time or a little more and now PayPal is telling me that I should pay up to {$5.00} for the same transaction to use a credit card or a debit card and of course that enriches the company through a pattern of dishonest conduct because they're charging more fees or higher rates for transfers from credit cards or debit cards then they are from ACH transfers from checking accounts. It seems to me that it's very deceptive because not only is the rate differential substantial but I have no guarantee based on their conduct that should I pay those rates and select those methods of payment that they will timely deliver the money based on their prior patterns of conduct and based on things that I read on the internet from other consumers that have been aggrieved by their deceptive business practices. They don't enjoy a good reputation among consumers but unfortunately PayPal seems to have a monopoly on certain parts of the peer-to-peer money transfer business on the internet.\n\nIn one case involving an unjustifiable delay and dispersing money to one of my recipients I am informed that a person was evicted from their apartment because of the fact that the payment was not available when it was intended to be delivered to the recipient. I am also informed by another person that a medical condition that wasn't treated escalated into a more serious medical condition because the funds that were meant to provide help to XXXX XXXX XXXX were not available in in the time that I was told they would be made available when I placed the transfer that I then could not cancel when I was further advised that it would be more than 30 days to complete a transfer for a very small amount of money. \n\nI read thousands of complaints about this company money involving the same issues and I can't understand why they're still in business and why a substantial penalty in the billions of dollars hasn't been imposed against this company by the United States or an agency of the United States since they engage in systemic fraud against consumers on an epic scale. \n\nIt's my belief that should the law wow that this company is a candidate for a corporate death penalty based on all the fraud that they're visiting on consumers not only in the United States but around the world.\n\nPayPal 's customer service is horrible and their employees routinely make dishonest and frivolous representations to customers in the course of their business with the public. They seem not to have a consistent position on anything ; you can talk four different representatives and get four completely different and contradictory excuses for the same service failures. It seems this is more of a corporate culture and not a failure to supervise or negligence in hiring or supervision but maybe it's all the above it seems to me that it's more intentional by design of a corporate culture than it is negligent. Also I can't help but notice that most of the employees are in another country where perhaps dishonest conduct is tolerated or looked upon as standard operating procedure when conducting business with the public especially in the United States. Many of these people by the way can't even XXXX XXXX very well they can barely understand what you're saying and you can barely understand what they're saying.","date_sent_to_company":"2024-03-28T19:07:03.000Z","issue":"Money was not available when promised","sub_product":"International money transfer","zip_code":"331XX","tags":"Older American","has_narrative":true,"complaint_id":"8650854","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-03-28T18:47:39.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>have</em> questions PayPal about this and been told that it was for <em>security</em> reasons and I'm wondering if it's for their <em>security</em> because it certainly not for my <em>security</em> and there's no benefit to me at all for that policy."]},"sort":[5.8834777,"8650854"]},{"_index":"complaint-public-v1","_id":"3476973","_score":5.381049,"_source":{"product":"Mortgage","complaint_what_happened":"Nationstar Mortgage LLC/dba Mr. Cooper and real estate licensed transactional brokers failed to perform an audit of their compliance with the VA Home Loan Guaranty VALERI system of record and have violated multiple provisions of the Servicemember Civil Relief Act ( SCRA ). The SCRA was designed to protect XXXX  XXXX  servicemembers and families, like mine, during times of service. \n\nFinancial institutions and transactional mortgage brokers that violate the law repeatedly and substantially are not making serious enough efforts to report accurate information or enforce the provisions under the Servicemember Civil Relief Act ( SCRA ). Nationstar Mortgage LLC/dba Mr. Cooper compliance systems are flawed, and generated VA backed mortgage lending account data with significant, preventable errors. Nationstar also failed to maintain detailed SCRA and VA Home Loan Guaranty data collection and validation procedures, and failed to implement adequate compliance procedures since the mortgage servicer account dispute began in XXXX. \n\n\nOn or about XX/XX/XXXX, XXXX and XXXX XXXX closed on the purchase of a residential property located at XXXX XXXX XXXX XXXX XXXX, XXXX, OK XXXX. The loan was a Department of Veteran Affairs Home Loan Guaranty ( VA ) backed loan. XXXX and XXXX XXXX were married and both were military veterans at the time of closing on the property. The primary borrower was pre-selected as XXXX XXXX, and XXXX XXXX co-signed as a VA Rider status on a residential mortgage originated by XXXX XXXX XXXX XXXX, serviced by MERS, also known as XXXX XXXX XXXX   XXXX, XXXX  f/k/a XXXX XXXX XXXX XXXX XXXX ( C.D. Cal. ). Shortly after closing XXXX services mortgage loans became a wholly owned subsidiary of XXXX  XXXX XXXX XXXX. \n\nXXXX- XXXX, Oklahoma licensed realtor and transactional broker XXXX XXXX , also doing business as XXXX XXXX failed to close on a contracted agreement ( or collect good faith funds from a no-show buyer ) on the residential property. On the same day, XXXX XXXX/dba XXXX XXXX XXXX/XXXX  XXXX offered contingency options to quit claim deed the property on the sport or have at least one owner of the property sign a 3-year rental management agreement while under financial duress. \n\nXXXX- XXXX, XXXX County , Oklahoma , a court issued divorce decree awarded the VA backed mortgaged property and its interest in the free and clear of any title or mortgage to XXXX XXXX ( ex-wife/plaintiff in court records ). The court order included a clause to which the divorce decree could be used as a conveyance tool for enforcement purposes. Notice of the awarded property interest to XXXX XXXX and a copy of the divorce decree were submitted to the mortgage servicer ( XXXX  XXXX XXXX ) as required for a major event update to the VA home loan guaranty VALERI system of record, and the property manager XXXX XXXX/dba XXXX XXXX. \n\nXXXX XXXX, XXXX XXXX XXXX operating as the mortgage servicer, required the divorce decree be submitted to the XXXX County Clerks office in order to have the awarded property equity, and successor in interest status recorded for the purposes of the deed, title, and transfer of ownership. \n\nXXXX- XXXX, XXXX XXXX re-married and provided notice with forwarding address and copies of the official legal documentation to transfer financial accounts, government identification, and property interests into the legally changed name XXXX XXXX . \n\nIn XX/XX/XXXX, XXXX XXXX was contacted by the residential occupants ( also known as the only other tenants or renters besides the owner ) of XXXX XXXX XXXX XXXX XXXX. The occupants disclosed XXXX XXXX/dba XXXX XXXX  was in possession of several months of mail and delivery notifications sent from mortgage servicer XXXX  XXXX XXXX and the addressed financial and legal enclosures were explicitly sent to XXXX XXXX. \n\nFollow up with XXXX XXXX/XXXX  XXXX  confirmed the transactional broker XXXX XXXX had withheld mail and also disclosed a Lis Pendens petition had been filed with the XXXX County court clerk in XX/XX/XXXX. Both XXXX  XXXX XXXX and Nationstar Mortgage LLC mailed notifications enclosed with time sensitive information and privileged letters. Months of withheld notifications and mail delivery concealed the intent of the new lender/owner to foreclose on the VA backed property, which would also proceed without a successful confirmed delivery notification to either the primary borrower ( XXXX XXXX ) or the successor in interest, XXXX XXXX in violation of Service member Civil Relief Act ( SCRA ). \n\nBy withholding of the security deposit, several months of collected rents, attempts to charge additional late rent and allegations of property damage by XXXX XXXX and XXXX XXXX  amounted to early termination charges in violation of the SCRA. The Fair Housing Act law concludes a complaint must also state a cause of action against both the individual property manager XXXX XXXX, and his business entity doing business as XXXX XXXX. \n\n\nNationstar Mortgage LLC is a servicer of federally related mortgage loans, and at some unknown point and time, represented itself to the primary borrower ( XXXX XXXX ) as the new mortgage servicer of the VA backed home loan. As the successor in interest, I ( XXXX XXXX ) did not receive letters in XXXX, XXXX, XXXX, or XX/XX/XXXX informing me the servicing rights for the loan had been transferred to Nationstar Mortgage LLC, and received no advance notice of the transfer nor an opportunity to discuss the prior ACH electronic payment arrangement with the mortgage servicer or the bank since the issuance of the divorce decree in XX/XX/XXXX. \n\nAs the Department of Veteran Affairs has previously published and warned ; In some parts of the country, veterans who are not familiar with real estate transactions have been \" taken in '' by shady deals usually called \" milking '' or equity skimming. In one form of this racket, the veteran/primary borrower, who is behind in VA loan payments, is approached by unknown persons who offer to pay the delinquent installments if the veteran will \" sign on the dotted line. '' The veteran later learns that he or she has signed a deed and can get the property back only by signing another contract at a much higher price. \n\n\nNationstar Mortgage LLC/dba Mr. Cooper and XXXX XXXX/dba XXXX XXXX  violated both the Real Estate Settlement Procedures Act ( RESPA ) and the Electronic Fund Transfer Act ( EFTA ) by making unauthorized changes to the previously established ACH electronic payment transfers without providing proper notice to the VA home loan guaranty VALERI system of record, or directly to primary borrower, or myself ( as the awarded successor in interest ). 15 U.S.C. 1693e ( b ) provides that in the case of preauthorized transfers from a consumers account to the same person which may vary in amount, the financial institution or designated payee shall, prior to each transfer, provide reasonable advance notice to the consumer, in accordance with regulations of the Bureau, of the amount to be transferred and the scheduled date of the transfer. \n\n\nFrom XX/XX/XXXX through XX/XX/XXXX, other than payment delinquencies, no other unrestricted transfer reports or major event updates were filed with Department of Veterans Affairs Home Loan Guaranty division through the required VALERI ( VA Loan Electronic Reporting Interface ). The fiduciary responsibility to report a Significant Loan Event through the VALERI system falls on the mortgage servicer ( Nationstar Mortgage LLC/dba Mr. Cooper ). The VA loan guaranty division can not accept a security instrument or a divorce decree from a successor in interest, therefore can not update my associated VA loan case number without the mortgage servicer disclosures and legally verified support documentation. The failure of the mortgage servicer to file the lis pendens action and non-judicial foreclosure notices with the Department of Veteran Affairs Home Loan Guaranty division in a timely manner perpetuated false information from Nationstar customer service representatives about the mitigation options available to myself ( as both successor in interest and as a Veteran who also served in the military ), the loss of equity, increased liabilities and risks associated with the disputed property. \n\nThe main Nationstar Mortgage LLC/dba Mr. Cooper and transactional broker violations pertain to RESPA and TILA provisions and official interpretations, which can be found in 12 CFR 1024, Regulation X, and 12 CFR 1026, Regulation Z, specifically found within : 1024.17, Escrow accounts and 1024.37, Forced placed insurance 1024.35, Error resolution procedures and 1024.36, Requests for information 1024.38, General servicing policies, procedures and requirements 1024.39, Early intervention and 1024.41, Loss mitigation procedures 1026.20, Disclosure requirements regarding post-consummation events 1026.36, Payment processing and 1026.41 Periodic statements 1026.40, Continuity of Contact Nationstar Mortgage LLC/dba Mr. Cooper, XXXX XXXX/dba XXXX XXXX   also conducted an unauthorized credit inquiry that violated the Fair Credit Reporting Act ( FCRA ). It remains unclear if the mortgage was transferred, sold, or solicited by Nationstar as a high-risk loan modification offer to the primary borrower or to an undisclosed third party private investor. One of several notices withheld by the transactional broker XXXX XXXX, was titled Credit Score Disclosure, which would have shown Nationstar Mortgage LLC performed a credit check and fallen outside any use permitted under the FCRA. The credit check, previous lender ACH electronic transfers, and bank account balances along with protected personal information were shared with unauthorized 3rd parties ( specifically, the terminated property manager XXXX XXXX, the evicted occupants, and other real estate associated transactional brokers in the same office ). \n\nXXXX -Eviction of the unverified occupants and property management agreement termination were sent via certified return receipt. XXXX XXXX  transactional broker/property manager XXXX XXXX contested the transfer of ownership to XXXX XXXX and refused a broker trust account audit. XXXX XXXX/dba XXXX XXXX  is in breach of contract after repeatedly refusing a broker trust account audit which denied and concealed any review of 5 years ( XXXX-XXXX  ) worth of itemized lists for repairs, receipts, occupant/renter background checks, proof of identity, or income statements. XXXX XXXX/dba XXXX XXXX  and Nationstar Mortgage LLC also failed to produce any material evidence of signed lease contracts or notarized agreements between the owner or with any known verifiable renter occupants as Oklahoma state law and the real estate commission required. \n\nDuring this time, Nationstar Mortgage LLC became a designated payee as used in the EFTA, 15 U.S.C. 1693e ( b ), in that Nationstar initiated and received electronic fund transfers from a joint account opened prior to the divorce decree, that were preauthorized or purportedly preauthorized. \n\nXXXX- I, ( XXXX XXXX ) continued the legal eviction process of the unverified John Doe occupants and made qualified written demands for origination paperwork, requested identification of any known investors, and inquired about any alternatively sourced agreements with the primary borrower ( ex-husband, XXXX XXXX ) who resided and worked within the same area as the property from XXXX through XXXX. As the successor in interest of the property, I was denied refinancing, denied loss mitigation options, and denied a loan modification because the primary borrower ( XXXX XXXX ) refused to consent, acknowledge, or participate in any VA unrestricted transfer process, in direct contempt of the divorce decree. As the mortgage servicer, Nationstar/Mr. Cooper repeatedly dismissed and ignored the divorce decree as a legal conveyance tool and failed to report a VA Unrestricted Transfer, major loan event and declined to file a partial Release of Liability. \n\nNationstar asserted ONLY the VA backed primary borrower ( XXXX XXXX ) could apply or be approved for loss mitigation or loan modification services. Without the primary borrowers cooperation or written consent, my successor in-interest equity along with my current husbands ( XXXX XXXX XXXX ) good name, credit, and security clearances as an XXXX XXXX service member were maliciously defamed and penalized after the property ownership was contested and driven back into delinquency due to willful negligence of Nationstar Mortgage LLC and XXXX XXXX doing business as transactional brokers. \n\nXXXX- A second lis pendens was filed against XXXX XXXX and not the primary VA loan backed borrower, XXXX XXXX . Contrary to the Real Estate Settlement Practices Act ( RESPA ), codified at 12 U.S.C. 2605, which governs the duty of loan servicers to respond to borrower inquiries it categorizes as Qualified Written Requests ( QWRs ), since XXXX, Nationstar Mortgage LLC/dba Mr. Cooper customer service representatives and XXXX XXXX/dba XXXX XXXX have denied knowledge of any private investor contracts or secondary lien agreements, yet both business entities have failed to provide a complete and accurate explanation of the transfer paperwork, refused the disclosure of contact logs documenting the primary borrowers recorded statements, and remain silent on the absence of any tenant signed and notarized rental agreements from XXXX-XXXX. More concerning are the missing major loan event update reports to the VA home loan guaranty VALERI system of record, and the advanced lender expenses paid out to undisclosed property management vendors and then charged to the escrow account. \n\nXXXX - Nationstar Mortgage, LLC/dba Mr. Cooper, violated 533 when it maintained certain fees related to a rescinded Notice of Default on the disputed account while ( XXXX XXXX, also a veteran ) is the successor in interest and military spouse of a service member ( XXXX XXXX XXXX XXXX XXXX, who is still currently ) serving on XXXX XXXX and protected by the provisions under thee SCRA. \n\nCongress passed the Real Estate Settlement Procedures Act ( RESPA ) in 1974 to protect homeowners by assisting them in becoming better educated while shopping for real estate services, and eliminating kickbacks and referral fees, which add unnecessary costs to settlement services. RESPA requires lenders and others involved in mortgage lending to provide borrowers with pertinent and timely disclosures regarding the nature and costs of a real estate settlement process. Congress has also authorized the Consumer Financial Protection Bureau ( CFPB ) to promulgate RESPAs implementing rules and regulations, including the rules codified in 12 C.F.R. 1024 ( Regulation X ).\n\nCongress has authorized a private right of action for violations of RESPA, including violations of Regulation X. 12 U.S.C. 2605 ( f ) ; 2605 ( k ) ( E ) ; 2614.\n\n12 U.S.C. 2605 ( k ) ( C ) states that a servicer of a federally related mortgage shall not fail to take timely action to respond to a borrowers requests to correct errors relating to allocation of payments, final balances for purposes of paying off the loan, or avoiding foreclosure, or other standard servicers duties. \n\n12 C.F.R. 1024.33 states : ( b ) Notices of transfer of loan servicing ( 1 ) Requirement for notice. Except as provided in paragraph ( b ) ( 2 ) of this section, each transferor servicer and transferee servicer of any mortgage loan shall provide to the borrower a notice of transfer for any assignment, sale, or transfer of the servicing of the mortgage loan. The notice must contain the information described in paragraph ( b ) ( 4 ) of this section. Appendix MS-2 of this part contains a model form for the disclosures required under this paragraph ( b ).\n\n( 2 ) Certain transfers excluded. \n( i ) The following transfers are not assignments, sales, or transfers of mortgage loan servicing for purposes of this section if there is no change in the payee, address to which payment must be delivered, account number, or amount of payment due : ( 3 ) Time of notice ( i ) In general. Except as provided in paragraphs ( b ) ( 3 ) ( ii ) and ( iii ) of this section, the transferor servicer shall provide the notice of transfer to the borrower not less than 15 days before the effective date of the transfer of the servicing of the mortgage loan. The transferee servicer shall provide the notice of transfer to the borrower not more than 15 days after the effective date of the transfer. The transferor and transferee servicers may provide a single notice, in which case the notice shall be provided not less than 15 days before the effective date of the transfer of the servicing of the mortgage loan. \n\n\nXXXX The 2nd lis pendens foreclosure petition is withdrawn, only to have a 3rd lis  pendens petition filed with the XXXX County Court Clerk, listing a John Doe Occupant, along with the original primary borrower ( XXXX XXXX ), and lists the successor in interest as a defendant under the former name XXXX XXXX and not legal name XXXX XXXX. \n\nXXXX FTC complaint filed by XXXX XXXX, regarding the disputed property, suspected identity theft, mail fraud, forgery, violations of SCRA and Privacy Act. Nationstar Mortgage LLC/dba Mr. Cooper failed to check consistently for the military status of mortgagors prior to filing lis pendens petition with the clear intent to foreclose on the VA backed mortgaged property. Noted in my complaint, specific to the continued unauthorized use of my former name ( XXXX XXXX ) ; It is unlawful for any person ( s ) to use a fictitious name, give a false or fictitious address, or make any false statement in any application or affidavit required under the provisions of a stated regulatory chapter or in a bill of sale or sworn statement of ownership or otherwise commit a fraud in any application. '' As of XX/XX/XXXX, the VA Home Loan Guaranty VALERI system of records showed no major event updates on the assigned VA loan case number, no unrestricted transfers, and none of the ( 3 ) previously filed lis pendens foreclosure petitions have been reported. However, the most recent entries by a mortgage servicer reported over 50 delinquent monthly payments associated with the VA loan case number, my legal name XXXX XXXX and my social security number. Credit bureaus continue to post negative monthly credit reports to my identity as XXXX XXXX, whilst listing the unauthorized former name XXXX XXXX as seriously delinquent ( not as successor-in-interest who is not responsible for the mortgage ), as I continue to be denied a VA unrestricted transfer of ownership per the XXXX divorce decree. \n\nNationstar Mortgage LLC/dba Mr. Cooper has failed to release a communication history, ignored written requests for a contact log with the primary borrower ( XXXX XXXX ), and representatives have refused verbal and written demands to disclose the private investor information after listing the investor status on the most recent XXXX payoff quote. \n\nThrough the mortgage servicers relaunched website and consumer login portal, Nationstar Mortgage LLC /dba Mr. Cooper shows changed legal names and mailing addresses of the primary borrower ( XXXX XXXX ) and myself, altered at least 12 times in the past 18 months. Representatives have recklessly conflated protected information and delivered official mail to the wrong persons. Nationstar Mortgage LLC/dba Mr. Cooper has shown no intention to properly disclose and explain the significant accounting discrepancies between XXXX-XXXX in third party property management vendor billable activities, or the additional thousands of dollars paid out and charged to the escrow account over the past 24 months. \n\nOn approximately XX/XX/XXXX, without my knowledge or written consent, property inspectors working on behalf of Nationstar Mortgage LLC/Mr. Cooper changed the locks on the disputed vacant property ( for at least a 3rd time  since XX/XX/XXXX ). Additional repairs for damages and maintenance were requested by the vendor due to the discovery of personal effects and hazardous cleaning materials belonging to an unknown trespasser. To date, no law enforcement report has been filed by the mortgage servicer, nor its property management or its vendor by extension. \n\nAs of present, there are no procedures or protocols made available to me on how Nationstar Mortgage LLC/dba Mr. Cooper or its property management vendors by extension will communicate who is in legal possession of the VA backed property or if and how criminal breaking and entering activities by unknown trespassers will be recorded, documented, and reported to local law enforcement, or to the successor-in-interest if it happens ( yet again ) in the near future. Nationstar Mortgage LLC/dba Mr. Cooper has failed to disclose any conflict of interest with third party property management vendors servicing the disputed property, nor has there been any disclosures regarding the previously evicted freeloading occupants and if any claims were submitted or paid ( without a police report or authenticated receipts ) against the insurance under-writer. \n\nAs of XX/XX/XXXX, Nationstar/dba Mr. Cooper has failed to respond to my qualified written requests ( sent via certified mail, fax, and email ) for communication logs, the identity of private investor ( if any ), and an itemized breakdown and sourced identities of the XXXX erroneously Unapplied Funds transactions listed in the most recently made available Escrow Analysis, produced by Nationstar Mortgage LLC/dba Mr. Cooper. \n\nUnder principles of equity and good conscience, Nationstar Mortgage LLC/dba Mr. Cooper and XXXX XXXX/dba XXXX XXXX  should not be permitted to retain revenue that it acquired by virtue of its unlawful conduct. \n\nNationstar Mortgage LLC/dba Mr. Cooper has acted unlawfully, unfairly, and deceptively. As a result of their unlawful, unfair, and deceptive conduct both my XXXX XXXX husband and I ( XXXX & XXXX XXXX XXXX ) have been faulted for unauthorized amounts of claims and denied access to the evidence of criminal trespassing on the disputed property. The privacy and the safety of our children is paramount and as a military family all of our rights have been repeatedly violated by the criminal misconduct of transactional brokers. We have been denied backed rents, legal fees, property possession, and our due process rights. Without any reasonable due diligence by the mortgage servicers, our ability as military family to protect and defend our legally vested financial interests, good name, and credit scores within a reasonable amount of time has been denied. By erroneously switching names and addresses on statements and legal notices with our duty assignments on federal military installations, Nationstar Mortgage LLC/dba Mr. Cooper and XXXX XXXX/dba XXXX XXXX  have violated the fundamental principles of the Privacy Act and the SCRA. \n\nIn addition to the unknown activities of the lis pendens listed John Doe occupant ( s ) and the unknown private investor noted on the XXXX payoff quote, Nationstar Mortgage LLC/dba Mr. Cooper has delayed time-sensitive written disclosures on the unlawful activities of the dual hatted property manager/licensed realtor at the core of the transaction dispute. \n\nTransactional Brokers and business entities acting or doing business as property managers unlawfully are required to be reported under the Sarbanes- Oxley Act of 2002, the Securities Exchange Act of 1934, the Dodd-Frank Act of 2010 or any other law, rule or regulation subject to the jurisdiction of the Securities and Exchange Commission XXXX","date_sent_to_company":"2019-12-24T23:46:39.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"086XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3476973","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2019-12-24T22:50:39.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["As the Department of Veteran Affairs has previously published and warned ; In some <em>parts</em> of the country, veterans who are not familiar with real estate transactions <em>have</em> been \" taken in '' by shady deals usually called \" milking '' or equity 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