{"took":1261,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":1222663,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2941820","_score":31.168987,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/XXXX I worked with a Bank of America Rep to setup auto-pay on my credit card account.\n\nXX/XX/XXXX I was told my auto-pay payment was active.\n\nXX/XX/XXXX I received Billing Statement stating that the auto-pay was active.\n\nXX/XX/XXXX I received credit alert that I had deliquent account.\n\nXX/XX/XXXX Bank Of America Rep says auto-pay was pending, will be active next bill cycle.\n\nXX/XX/XXXX & XX/XX/XXXX I am refunded for late payment and interest fees associated with the error from the auto-pay setup.\n\nXX/XX/XXXX My account closes the year with no fees or interest charges. \n\nBank of America removed the fees associated with the auto-payment error but has not removed the 30 days late from credit reports.","date_sent_to_company":"2018-06-21T05:11:54.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"30318","tags":null,"has_narrative":true,"complaint_id":"2941820","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-06-21T00:40:10.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["XX/XX/XXXX & XX/XX/XXXX I am refunded for <em>late</em> payment and interest <em>fees</em> associated with the error from the <em>auto-pay</em> <em>setup</em>.\n\nXX/XX/XXXX My account closes the year with no <em>fees</em> or interest charges. \n\nBank of America removed the <em>fees</em> associated with the <em>auto</em>-payment error but has not removed the 30 days <em>late</em> from credit reports."]},"sort":[31.168987,"2941820"]},{"_index":"complaint-public-v1","_id":"4293186","_score":31.13249,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have an account with TD Retail Card Services for my XXXX account. The account was setup for Auto Pay to pay from by bank account, but it seems that the auto-pay gets cancelled frequently if the payment against a purchase is complete and the company then charges late fees and negative credit reporting. Calling the Card company multiple times does not help as they give the same run around. If the account is checked it shows as the Auto Pay is setup and the only time when you are aware that the auto pay does not work is when the late fees are charged against the account. When the auto pay is being setup it is never stated that the auto pay gets cancelled if the payment against a purchase is made and we need to setup the auto pay again","date_sent_to_company":"2021-04-13T15:58:07.000Z","issue":"Fees or interest","sub_product":"Store credit card","zip_code":"53224","tags":null,"has_narrative":true,"complaint_id":"4293186","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2021-04-13T15:34:39.000Z","state":"WI","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["The account was <em>setup</em> for <em>Auto</em> <em>Pay</em> to <em>pay</em> from by bank account, but it seems that the <em>auto-pay</em> gets cancelled frequently if the payment against a purchase is complete and the company then charges <em>late</em> <em>fees</em> and negative credit reporting. Calling the Card company multiple times does not help as they give the <em>same</em> run around."],"issue":["<em>Fees</em> or interest"],"sub_issue":["Problem with <em>fees</em>"]},"sort":[31.13249,"4293186"]},{"_index":"complaint-public-v1","_id":"3729299","_score":30.010683,"_source":{"product":"Debt collection","complaint_what_happened":"I opened a Care Credit account for an emergency dental procedure in XXXX XXXX. I also setup auto-pay in order to pay down the debt. Everything was fine for the remainder of XXXX most of XXXX. \n\nI XXXX XXXX overseas in XX/XX/XXXX, and during that time my auto-pay information had changed and the payments were not going through. At the time I was unaware of this issue. \n\nAround XXXX XXXX I contacted Synchrony and setup a new auto-pay account with one of their phone advisors. I assumed everything would be fine like before, Later I came to find out that I was getting charged late fees on the same day as my scheduled auto pay. I was getting erroneously charged a late fee on the say I was paying the debt. \n\nI could view a limited time frame with their app as far as the payment history. I have attached a screenshot of what I could see at the time. \n\nEventually, I contacted another phone agent in XX/XX/XXXX with the purpose of paying off the debt and closing the account completely. I spoke with someone named XXXX who referred me to someone named XXXX. He assisted me with paying off the total balance of {$1500.00} and closed the account on the same day. \n\nThe reference number I was given is XXXX. \n\nIt's now XX/XX/XXXX, and I have multiple emails from Synchrony Bank stating I owe them {$40.00} towards that same account that should have been closed. \n\nOn top of that my credit score has been negatively effected by this {$40.00} that I do not owe.","date_sent_to_company":"2020-07-04T15:08:02.000Z","issue":"Attempts to collect debt not owed","sub_product":"Medical debt","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3729299","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2020-07-04T14:23:57.000Z","state":"AE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["I also <em>setup</em> <em>auto-pay</em> in order to <em>pay</em> down the debt. Everything was fine for the remainder of XXXX most of XXXX. \n\nI XXXX XXXX overseas in XX/XX/XXXX, and during that time my <em>auto-pay</em> information had changed and the payments were not going through. At the time I was unaware of this issue. \n\nAround XXXX XXXX I contacted Synchrony and <em>setup</em> a new <em>auto-pay</em> account with one of their phone advisors."]},"sort":[30.010683,"3729299"]},{"_index":"complaint-public-v1","_id":"7819310","_score":28.567736,"_source":{"product":"Student loan","complaint_what_happened":"EdFinancial is effectively denying auto-pay setup on my student loan account so I can't take advantage of the 0.25 % interest rate reduction being offered for federal loans. \n\nOn XX/XX/XXXX, I submitted a request to have auto-pay set up in advance of my first due date on XX/XX/XXXX. As I was nearing the XX/XX/XXXX date, I never received confirmation that auto-pay was set up nor was it reflecting on my account so I called support. They said auto-pay was setup, but it wouldn't take effect until the next pay cycle on XX/XX/XXXX so I needed to make a manual payment for XX/XX/XXXX. So I did. \n\nAfter XX/XX/XXXX due date, I still did not receive confirmation nor saw that auto-pay was reflecting on my account. So I made several calls to support. The response varied from either \" auto-pay isn't setup so they'd look into it '' or \" it is setup, I just needed to wait ''. \n\nNearing the XX/XX/XXXX, the situation hadn't changed, so I called support. They again said auto-pay was setup, but it wouldn't take effect until the next pay cycle on XX/XX/XXXX, so I would need to make a manual payment for XX/XX/XXXX, then wait. This was the exact response I got last time so I escalated to an \" auto-pay specialist ''.\n\nThe specialist said auto-pay was not set-up, I needed to submit another request and wait about another three weeks for it to take effect. So essentially I submitted a request on XXXX, I've been given the runaround on whether auto-pay has been setup or not, and now I'm back at square one. And ALL this time, I've effectively been denied a financial benefit for federal student loans I'm entitled too with no end in sight. And based on social media sites like XXXX ( r/StudentLoans ), this is the same situation a LOT of others are experiencing.","date_sent_to_company":"2023-11-08T16:26:30.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"22030","tags":null,"has_narrative":true,"complaint_id":"7819310","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"EdFinancial Services","date_received":"2023-11-08T16:04:09.000Z","state":"VA","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["They said <em>auto-pay</em> was <em>setup</em>, but it wouldn't take effect until the next <em>pay</em> cycle on XX/XX/XXXX so I needed to make a manual payment for XX/XX/XXXX. So I did. \n\nAfter XX/XX/XXXX due date, I <em>still</em> did not receive confirmation nor saw that <em>auto-pay</em> was reflecting on my account. So I made several calls to support. The response varied from either \" <em>auto-pay</em> isn't <em>setup</em> so they'd look into it '' or \" it is <em>setup</em>, I just needed to wait ''."]},"sort":[28.567736,"7819310"]},{"_index":"complaint-public-v1","_id":"11621432","_score":28.293156,"_source":{"product":"Credit card","complaint_what_happened":"When I signed up for my credit card, I activated the auto-pay feature to automatically cover my monthly bills. However, after a few months of not using the card, I checked the app to see my available balance. To my surprise, I found that the auto-pay feature had been turned off without my knowledge, and my account had accrued several interest and late fees. When I contacted Capital One to address the issue, they couldn't explain why the auto-pay was XXXX for months without notifying me. We then set up a payment plan, and they assured me that they would waive the recent fees and that I wouldn't incur any additional charges as long as I adhered to the plan. Despite this, Ive noticed that I'm still being charged those fees, even though I have been following the plan.","date_sent_to_company":"2025-01-20T00:22:22.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"29406","tags":null,"has_narrative":true,"complaint_id":"11621432","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-01-19T23:43:26.000Z","state":"SC","company_public_response":null,"sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["When I signed up for my credit card, I activated the <em>auto-pay</em> feature to automatically cover my monthly bills. However, after a few months of not using the card, I checked the app to see my available balance. To my surprise, I found that the <em>auto-pay</em> feature had been turned off without my knowledge, and my account had <em>accrued</em> several interest and <em>late</em> <em>fees</em>. When I contacted Capital One to address the issue, they couldn't explain why the <em>auto-pay</em> was XXXX for months without notifying me."],"issue":["<em>Fees</em> or interest"]},"sort":[28.293156,"11621432"]},{"_index":"complaint-public-v1","_id":"4343677","_score":27.527592,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX I was told if I opened a XXXX credit card that I could get a XXXXmonth no finance charge promotion plan on a purchase for XXXX, so I opened the credit card. On XX/XX/XXXX I called Comenity bank and spoke to an agent and requested auto-pay for 12 payments to be paid off by the promotion expiration date. \nMy XXXX statement showed the final payment for XX/XX/XXXX was never made and the accrued finance charges of XXXX and a late fee of XXXX were charged and the balance of XXXX. I called Comenity Bank to find out why the last payment was not made and why the charges were assessed. I spoke to an agent, which then escalated the call to another agent. I told the agent that the account was supposed to be set-up for 12 auto-pays by the agent on XX/XX/XXXX. She then put me on a brief hold, then returned to the call and said she would take off the finance fees and late fees and I only owed the balance of XXXX, which she then took the payment from me over the phone. \nOn XX/XX/XXXX I received a credit alert that my credit score fell from XXXX to XXXX because Comenity Bank reported late payments. I made a written dispute and they said because the statements explained the promotional balance was due by XX/XX/XXXX and it was not paid by then I owe the money. I am being charged monthly finance charges on a finance charge. \nI feel this was a scam by the company. Have customer open up credit card with promo plan. Only set-up customer up for 11 equal auto-pays, not 12. So when the 12 payment is not made, they are charged the accrued XXXXmonth interest at 29.99 %. The dispute letter states they did an investigation but they are taking no responsibility for their agents actions on both phone calls I made to Comenity Bank.","date_sent_to_company":"2021-05-02T14:40:57.000Z","issue":"Fees or interest","sub_product":"Store credit card","zip_code":"220XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4343677","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2021-05-02T13:22:31.000Z","state":"VA","company_public_response":null,"sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["I told the agent that the account was supposed to be <em>set-up</em> for 12 <em>auto</em>-<em>pays</em> by the agent on XX/XX/XXXX. She then put me on a brief hold, then returned to the call and said she would take off the finance <em>fees</em> and <em>late</em> <em>fees</em> and I only owed the balance of XXXX, which she then took the payment from me over the phone. \nOn XX/XX/XXXX I received a credit alert that my credit score fell from XXXX to XXXX because Comenity Bank reported <em>late</em> payments."],"issue":["<em>Fees</em> or interest"]},"sort":[27.527592,"4343677"]},{"_index":"complaint-public-v1","_id":"3352466","_score":27.452257,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"A 30 day late was reported inaccurately for XX/XX/2019 on a 3 month installment loan, that was set up on auto-pay from XXXX - XXXX. \n\nAnother 3 month installment loan also set up on auto-pay for same dates is reporting no 30 day late in XX/XX/2019. \n\nBoth accounts are paid off with a XXXX loan balance. Reporting should reflect the same status of XXXX, XXXX Off XXXX with no 30 day late on both accounts setup on auto-pay. \n\nCredit report reflects activity for XXXX, XXXX, XXXX and XX/XX/2019 ( 4 months ) for what is supposed to be a 3 month term loan. \n\nauto-pay appears to have failed to pull final payment amount within allotted time with no fault to our own.","date_sent_to_company":"2019-08-24T21:20:03.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"75104","tags":null,"has_narrative":true,"complaint_id":"3352466","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-08-24T21:20:01.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["A 30 day <em>late</em> was reported inaccurately for XX/XX/2019 on a 3 month installment loan, that was set up on <em>auto-pay</em> from XXXX - XXXX. \n\nAnother 3 month installment loan also set up on <em>auto-pay</em> for <em>same</em> dates is reporting no 30 day <em>late</em> in XX/XX/2019. \n\nBoth accounts are paid off with a XXXX loan balance. Reporting should reflect the <em>same</em> status of XXXX, XXXX Off XXXX with no 30 day <em>late</em> on both accounts <em>setup</em> on <em>auto</em>-<em>pay</em>."]},"sort":[27.452257,"3352466"]},{"_index":"complaint-public-v1","_id":"8162213","_score":27.263042,"_source":{"product":"Credit card","complaint_what_happened":"Background : I have maintained a credit card account with PNC Bank for several years, and I have diligently set up the auto-pay feature provided by the card issuer to pay the minimum amount due on the account each month. My understanding was that by selecting this option, I would be complying with the terms of the agreement to pay the minimum amount due on the date specified by PNC Bank. \n\nIssue : Despite consistently utilizing the auto-pay feature to pay the minimum amount due, I have been assessed late fees by PNC Bank for XXXX past months. This practice is both unfair and unacceptable, as it contradicts the clear intention of the auto-pay feature, which is to ensure timely payments of at least the minimum amount due. I believe that PNC Bank 's actions are in violation of the terms and conditions of our agreement. \n\nAdditionally, on XX/XX/2023, I had a conversation with XXXX from the escalations department of North Carolina. During this conversation, XXXX stated that when a consumer makes any payment on the account, even for as little as XXXX dollar, it would void the auto-pay. In essence, this turns the auto-pay setup void and punishes the consumer for making any payment on the account. This information further highlights the inconsistency in PNC Bank 's practices. \n\nRequest for XXXX : I hereby request the following actions to be taken : A refund of all late fees that have been charged to my account in the past months due to this issue. \n\nAn immediate cessation of the practice of assessing late fees when customers have set up auto-pay to pay the minimum amount due on the account. \n\nAn investigation into this issue to identify other affected customers and provide them with the necessary remedies. \n\nXXXX communication to all PNC Bank credit card holders regarding the correct implementation of the auto-pay feature to avoid similar issues in the future. \n\nThis issue affects not only me but potentially thousands of customers who XXXX be unknowingly incurring late fees despite their efforts to make on-time payments. I believe that by addressing this matter, the Consumer Financial Protection Bureau can help protect the rights and interests of consumers who rely on auto-pay features to manage their credit card accounts responsibly. \n\nI have attached supporting documentation, including copies of recent billing statements and proof of auto-pay setup, to assist in your investigation. Please do not hesitate to contact me if you require any additional information. \n\nI appreciate your attention to this matter and look forward to a prompt resolution. Thank you for your assistance in ensuring fair and transparent practices within the financial industry.","date_sent_to_company":"2024-01-12T18:57:41.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"11211","tags":"Servicemember","has_narrative":true,"complaint_id":"8162213","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2024-01-12T18:14:08.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Issue : Despite consistently utilizing the <em>auto-pay</em> feature to <em>pay</em> the minimum amount due, I have been assessed <em>late</em> <em>fees</em> by PNC Bank for XXXX past months. This practice is both unfair and unacceptable, as it contradicts the clear intention of the <em>auto-pay</em> feature, which is to ensure timely payments of at least the minimum amount due. I believe that PNC Bank 's actions are in violation of the terms and conditions of our agreement."]},"sort":[27.263042,"8162213"]},{"_index":"complaint-public-v1","_id":"10578702","_score":27.209944,"_source":{"product":"Credit card","complaint_what_happened":"Summary of Complaint : I am disputing late fees and additional interest charged on my Truist business credit card over the past year due to an error in their auto-pay system. In XX/XX/XXXX, after noticing a late fee, I set up auto-pay for the minimum payment due to avoid future fees. Despite this, I was charged late fees every month because the bank 's system incorrectly set the auto-pay date after the due date. \n\nI received no paper or digital statements, alerts, or notifications about these charges. When I contacted Truist, the representative acknowledged that the system previously allowed auto-pay to be set incorrectly, and they confirmed that they have since updated the system to prevent this error. However, Truist has refused to refund the fees or the additional interest that accrued as a result. \n\nI also faced issues accessing information on the Truist app, which crashed repeatedly. When I visited the branch on XX/XX/XXXX, the Branch Lead struggled to identify the issue due to its complexity.","date_sent_to_company":"2024-10-25T19:11:05.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"28217","tags":null,"has_narrative":true,"complaint_id":"10578702","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2024-10-25T18:59:27.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["Summary of Complaint : I am disputing <em>late</em> <em>fees</em> and additional interest charged on my Truist business credit card over the past year due to an error in their <em>auto-pay</em> system. In XX/XX/XXXX, after noticing a <em>late</em> <em>fee</em>, I set up <em>auto-pay</em> for the minimum payment due to avoid future <em>fees</em>. Despite this, I was charged <em>late</em> <em>fees</em> every month because the bank 's system incorrectly set the <em>auto-pay</em> date after the due date."],"issue":["<em>Fees</em> or interest"],"sub_issue":["Problem with <em>fees</em>"]},"sort":[27.209944,"10578702"]},{"_index":"complaint-public-v1","_id":"2741312","_score":26.752537,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I 've tried to setup automatic three times, once online and twice on the phone. The company keeps telling me they will enroll me in the auto-pay feature and then charging me late fees when it does n't execute a payment automatically. I am forced to call in, make a one-time payment, and dispute late fees repeatedly. I 'm sick and tired of contacting the company to deal with this!","date_sent_to_company":"2017-11-30T07:56:08.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Installment loan","zip_code":"190XX","tags":null,"has_narrative":true,"complaint_id":"2741312","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-11-30T01:48:02.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I 've tried to <em>setup</em> automatic three times, once online and twice on the phone. The company keeps telling me they will enroll me in the <em>auto-pay</em> feature and then charging me <em>late</em> <em>fees</em> when it does n't execute a payment automatically. I am forced to call in, make a one-time payment, and dispute <em>late</em> <em>fees</em> repeatedly. I 'm sick and tired of contacting the company to deal with this!"],"issue":["Charged <em>fees</em> or interest you didn't expect"]},"sort":[26.752537,"2741312"]},{"_index":"complaint-public-v1","_id":"3044222","_score":26.505219,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"My auto loan started in XXXX ... ..Key Bank has sent me forms to set-up auto-pay ... .I have filled out the forms and the first time they said they did not receive the void check to verify my numbers ... .yet I provided all routing and account # 's ... .So they charged me a late fee ... ..waiting for auto-pay to come out of my account which I provided ... ..did not happen again .... charged me a late fee ... .said it takes 2 months for it to process ... .paid 2nd payment with late fee ... ... sent paperwork out again, said my wife needs to sign letter because her name is also on the check ... .not for signature just on the address part ... .They want me to do paperwork ... again ... ..This is nothing but a scam to charge late fees!!!!","date_sent_to_company":"2018-10-12T13:53:44.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"182XX","tags":null,"has_narrative":true,"complaint_id":"3044222","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2018-10-12T13:38:59.000Z","state":"PA","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["My <em>auto</em> loan started in XXXX ... ..Key Bank has sent me forms to <em>set-up</em> <em>auto-pay</em> ... .I have filled out the forms and the first time they said they did not receive the void check to verify my numbers ... .yet I provided all routing and account # 's ... .So they charged me a <em>late</em> <em>fee</em> ... ..waiting for <em>auto-pay</em> to come out of my account which I provided ... ..did not happen again .... charged me a <em>late</em> <em>fee</em> ... .said it takes 2 months for it to process ... .paid 2nd payment with <em>late</em> <em>fee</em> ... ... sent"]},"sort":[26.505219,"3044222"]},{"_index":"complaint-public-v1","_id":"14698191","_score":26.373493,"_source":{"product":"Credit card","complaint_what_happened":"For the past several months, my auto-pay has not been properly set up, despite repeated efforts to resolve the issue through customer service. I initially set up auto-pay by phone with an agent based in the XXXX. However, the agent entered incorrect banking information, leading to failed payments and late fees. As a result, Ive incurred late fees in XXXX out of the last XXXX months and have had to call in repeatedly to fix the same issueeach time incurring additional interest. \n\nDespite refusing to acknowledge that the setup error originated on their end, the company has refused to refund the fees and interest. This has caused financial harm and frustration. I am demanding reimbursement of {$25.00} in late fee XXXX and {$5.00} in interest for XX/XX/XXXX, as well as interest improperly charged in XXXX that has yet to batch to the account. \n\nFurthermore, I believe the companys actions rise to the level of a violation under the Texas Deceptive Trade Practices Act ( DTPA ). After multiple warnings and documented contact, the continued billing errors and refusal to correct them appear intentional and egregious. This is no longer simple negligenceit 's deceptive conduct that violates my rights as a Texas consumer. \n\nUnder the DTPA, I reserve the right to seek treble damages due to the willful and knowing nature of this behavior. If the company does not promptly issue a full refund and correct its practices, I will consider pursuing legal action through Texas small claims court.","date_sent_to_company":"2025-07-16T03:42:54.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"75010","tags":null,"has_narrative":true,"complaint_id":"14698191","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-07-16T03:32:00.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["For the past several months, my <em>auto-pay</em> has not been properly set up, despite repeated efforts to resolve the issue through customer service. I initially set up <em>auto-pay</em> by phone with an agent based in the XXXX. However, the agent entered incorrect banking information, leading to failed payments and <em>late</em> <em>fees</em>. As a result, Ive incurred <em>late</em> <em>fees</em> in XXXX out of the last XXXX months and have had to call in repeatedly to fix the <em>same</em> issueeach time incurring additional interest."],"issue":["<em>Fees</em> or interest"],"sub_issue":["Problem with <em>fees</em>"]},"sort":[26.373493,"14698191"]},{"_index":"complaint-public-v1","_id":"2424686","_score":26.19654,"_source":{"product":"Credit card","complaint_what_happened":"I recently acquired a credit card from a local furniture store that was serviced by Synchrony Financial. Synchrony Financial has since conducted questionable business practices that has unlawfully imposed late fees on my credit card account, denied that I ever had auto-pay set-up ( which caused the late fees to be charged to my account ), fees are still on my account even after calling and asking for the fees to be removed, the phone representative managers assured me that the fees will be removed but say it will be impossible to provide me physical proof ( paper statement ) before my next bill is due ; which makes me thinking there trying to get me to wait until the next statement to charge me double for the fee that they never removed. Additionally, I feel that I am being treated differently because of my last name ; which is of XXXX heritage.","date_sent_to_company":"2017-04-08T02:41:49.000Z","issue":"Late fee","sub_product":null,"zip_code":"782XX","tags":null,"has_narrative":true,"complaint_id":"2424686","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2017-04-08T02:41:49.000Z","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":["Synchrony Financial has since conducted questionable business practices that has unlawfully imposed <em>late</em> <em>fees</em> on my credit card account, denied that I ever had <em>auto-pay</em> <em>set-up</em> ( which caused the <em>late</em> <em>fees</em> to be charged to my account ), <em>fees</em> are <em>still</em> on my account even after calling and asking for the <em>fees</em> to be removed, the phone representative managers assured me that the <em>fees</em> will be removed but say it will be impossible to provide me physical proof ( paper statement ) before my next bill is due"],"issue":["<em>Late</em> <em>fee</em>"]},"sort":[26.19654,"2424686"]},{"_index":"complaint-public-v1","_id":"9776853","_score":25.932072,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX, I received an email from XXXX XXXX of XXXX XXXX, with instructions and screencaps on how to set-up an auto-pay account with Alliance Bank ( see XXXX XXXX ). I cant recall the reason for the abrupt switch, but I honestly didnt care at the time. \n\nApproximately 5 years later, I received a certified mail with a demand letter from XXXX XXXX for fines and late fees totaling {$200.00}. I was completely dumbfounded, the main reason why I voluntarily signed up for auto-pay was to ensure that my assessments would be paid on time every month and late fees avoided. I had been receiving payment confirmation emails ( see XXXX  XXXX ) from Alliance Bank at the end of every month for approximately 5 years and there was nothing to indicate that anything was amiss. As a paperless household, I use auto-pay to help manage all of my bills. From my utilities to internet, I would basically set them all on auto-pay and be worry-free to focus on other things. Not once have I ever had a problem or issue with auto-pay until I started using Alliance Bank , solely at the behest of XXXX XXXX . We really didnt have a choice, if we wanted to use auto-pay, Alliance Bank was the only option available. \n\nAccording to XXXX XXXX, the late fees and subsequent fines were accrued whenever the HOA increased our monthly assessments and I failed to adjust my auto-pay accordingly to reflect the higher amount owed. They had explained that anytime the full amount is not received, its considered late and a fine would be assessed. I still didnt quite understand what the issue was since the balance for some of my other bills would fluctuate month-to-month and auto-pay has been working flawlessly for me. How is it possible to be setup on auto-pay and still accrue late fees at the same time? It was oxymoronic to me, so I decided to investigate and logged on to my account with Alliance to learn more. After the initial auto-pay setup that occurred 5 years earlier, I realized I had never logged back on because how often would anyone need to do that after setting up their auto-pay? After clicking on the XXXX link to the Alliance Bank web portal, I did not recognize the user interface and immediately needed a password reset to gain access to my account ( see XXXX  XXXX ). \n\nOnce I was able to gain access, what I had discovered was really shocking and unlike any other auto-pay service I had ever used or witnessed ( XXXX  XXXX ). My first observation was the {$1.00} fee per ACH transaction, I have never been charged a fee to use auto-pay before. On top of that, this {$1.00} fee was never once mentioned nor disclosed in any of the screen caps from XXXX XXXX XXXX instructional email, nor do I recall ever being asked for my consent. \n\nWhats even more troubling was the verbiage right under the Fixed Amount box, a sentence and acknowledgement that I found to be highly unusual, impractical, and offensively intrusive to my financial privacy rights. It reads, You acknowledge and agree that your Association may update, however, is not required to updated your payment amount when a new assessment is assigned by the Association. As a grammatical sentence, its completely meaningless, incomprehensible, and misleading. Its only purpose was to inform the account holders that other people or the Association would have access and authority to change the auto-pay amount without their knowledge or consent. This is a completely outrageous, invasive, and patently ridiculous requirement of Alliance Bank for the use of its {$1.00} per payment auto-pay service. As the sole provider of the auto-pay service to homeowners at XXXX, Alliance Bank has a complete monopoly, courtesy of XXXX XXXX and potentially in violation of the United States antitrust laws. In exchange for this quid pro quo arrangement, Alliance Bank has given XXXX XXXX, veily disguised as the Association, unfettered access to its banking customers accounts without prior consent or proper authorization. \n\nNeedless to say, I was livid and felt totally betrayed by Alliance Bank as a client and eventually decided to close my account. In an email exchange with XXXX XXXX, the HOA Support Specialist for Alliance Bank, about unauthorized access, he had indicated ( XXXX  XXXX ) that you logged youre your payment account on XX/XX/XXXX, but the ip address for that activity and specified date was inexplicably and conveniently omitted from their account log. Whereas my password reset request and activity back on XX/XX/XXXX, was logged with my home ip address, the activity back on XX/XX/XXXX was completed XXXX. I have requested proof of prior consent and even emailed associates of Alliance Bank many similar questions to XXXX XXXX. Their responses or a lack thereof, has been repetitive, evasive, and consistent all the way up to XXXX XXXX XXXX ( XXXX  XXXX ). Please refer to your homeowners association appears to be the standing order and standard response for all Alliance Bank associates. The idea that our XXXX XXXX, a non-profit entity located in XXXX XXXX Texas, and its governing documents, would have direct impact, influence, and oversight of Alliance Bank operations is a concept beyond my limited comprehension. Does it also supersede federal banking laws, regulatory compliance, and jurisdiction of XXXX XXXX, Nevada? What does my HOA have to do with an ACH payment transaction conducted at a bank located approximately XXXX miles away in a different state and time zone? What happens if the Association used it XXXX  privileges to adjust the auto-pay amount to {$1000.00} on an account belonging to an XXXX  resident like my next-door neighbor, XXXX XXXX, who is XXXX XXXX XXXX and doesnt own a computer or tech savvy enough to uncover this gross invasion of privacy perpetrated by XXXX XXXX  in cooperation with Alliance Bank? How can we be certain that it hasnt happened already? \n\nWhen I later tried to log back on to my account, I learned that I had been placed on hold ( XXXX XXXX ). When I confronted Alliance Bank about my current status and reminded them of their complete monopoly over the auto-pay service for XXXX residents, XXXX XXXX XXXX XXXX the HOA Operations Manager , said, You do have the option to mail a check or by using your financial institutions XXXX XXXX ( XXXX  XXXX ). \n\nFollowing XXXX XXXX advice, I inconveniently mailed my assessment check to Alliance Bank well in advance of the XX/XX/XXXX due date but nevertheless, I was still assessed a late fee by XXXX XXXX. Learning from my earlier mistake that trust must be earned and not given, I brought the check, stamped envelope, and visited the nearest USPS post office. I asked XXXX XXXX XXXX to mail, sign and bear witness ( XXXX  XXXX ) to the check and letter being sent. Nevertheless, the outcome was the exactly the same and my check didnt clear until well over a month later ( XXXX  XXXX ), providing XXXX XXXX with the perfect opportunity to assess another late fee and fine to my account. Its either an unbelievable coincidence or Alliance Bank was intentionally withholding my check as retaliation for my actions and demand of accountability from XXXX XXXX, an Alliance Bank business partner and co-conspirator against commerce, market competition, and fair trade. Its no wonder why Alliance Bank has earned such high praise and rave reviews from XXXX XXXX ( XXXX  XXXX ). \n\nAccording to XXXX XXXX, Chief Operating Officer & Partner at XXXX XXXX XXXX, Alliance Association Bank does what they do better than anyone else because it is their true specialization. So, what exactly is it that Alliance Bank specializes in that gives it a competitive advantage over all of the other banks in Texas? Why would a property management company located in XXXX, Texas, force homeowners of the XXXX community located in XXXX XXXX, Texas, to send money and patronize a bank from the state of Nevada? Well, as it turns out, no other bank can intentionally manipulate the auto-pay option quite like Alliance Association Bank , a subsidiary of Western Alliance Bank , a reputable organization with a sterling reputation and well-established Code of Business Conduct and Ethics that all employees must agree to, as a condition for employment. \n\nWhen homeowners and/or consumers sign up for auto-pay, a vast majority of them use the Total New Balance option. Its not an insider secret and this option is practically synonymous with auto-pay. When you say auto-pay, it means paying the total balance or whatever amount is owed on a specific calendar day. No one signs up for auto-pay so he or she can periodically log back in to make adjustments, thats completely nonsensical and counter-intuitive to the whole concept of auto-pay. \n\nWhen you access the Alliance Bank portal to set-up a scheduled auto-pay, you will notice they only offer 2 convenient options for a fee of {$1.00} to XXXX homeowners. A one-time payment and a scheduled payment ( XXXX  XXXX ). The XXXX and most widely-used option of any auto-pay service has completely disappeared. Is this the illusion, magic trick, and specialization that XXXX XXXX was raving about? Well, spoiler alert, theres nothing special about deceptive business practices, thats why Texas has the Deceptive Trade Practices Act and the federal government has the Consumer Financial Protection Bureau. If you simply scroll down to the bottom of the page ( XXXX  XXXX ) and click on the Online Payment Terms and Conditions, on the 2nd page of their 12-page pdf file titled ONLINE PAYMENT SERVICE END USER TERMS AND CONDITIONS, you will learn that Total New Balance is the 3rd option of their Scheduled Payment Program ( XXXX  XXXX ). Its very important to read the fine prints, I would highly recommend that Alliance Association Bank start with their own. \n\nNot only is this unethical, Alliance Association Bank is an active participant in a fraudulent scheme and racket against its own paying customers. By intentionally removing the 3rd and most important scheduled payment option, Alliance is creating the ideal condition and confounding environment for busy individuals and unsuspecting homeowners to mess up so XXXX XXXX will have the opportunity to assess its infamous {$25.00} late fees. Its helping to generate an additional revenue stream for XXXX XXXX that may or may not go back to the coffers of the XXXX XXXX, a Texas non-profit entity. Last I checked, XXXX XXXX and Alliance Association Bank are not 501 ( c ) organizations. \n\nIts not a coincidence for XXXX XXXX to choose a bank in Nevada to open an account for an HOA with an estimated annual budget of {$4.00} XXXX. Alliance Association Bank is located outside the jurisdiction of Texas state laws, district court orders, and well beyond the reach of our community governing documents aka covenant. Alliance Association Bank works with property management companies like XXXX XXXX, not HOAs, its a very important distinction. Our web portal link to the bank is XXXX not XXXX, so there should be no doubt about who has control of the XXXX XXXX bank account at Alliance Association Bank. If I were a betting man, I would have my money on XXXX XXXX XXXX, our former property manager and current property director, a position they mustve created just for her. I would be very surprised if any of the board members actually have access to the bank account as required by the covenant. For these reasons and more, I thought it was only appropriate to file this formal complaint with the CFPB and I hope a referral to US Attorneys Office and/or FBI field office to investigate this matter further will soon follow. Thank you, I look forward to your response and guidance.","date_sent_to_company":"2024-08-10T08:02:27.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"78665","tags":null,"has_narrative":true,"complaint_id":"9776853","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WESTERN ALLIANCE BANCORPORATION","date_received":"2024-08-10T07:31:00.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["How is it possible to be <em>setup</em> on <em>auto-pay</em> and <em>still</em> <em>accrue</em> <em>late</em> <em>fees</em> at the <em>same</em> time? It was oxymoronic to me, so I decided to investigate and logged on to my account with Alliance to learn more. After the initial <em>auto-pay</em> <em>setup</em> that occurred 5 years earlier, I realized I had never logged back on because how often would anyone need to do that after setting up their <em>auto</em>-<em>pay</em>?"]},"sort":[25.932072,"9776853"]},{"_index":"complaint-public-v1","_id":"18574939","_score":25.863705,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I leased a vehicle in XX/XX/2025 and enrolled in ACH auto-pay at account setup. In XX/XX/2025, an ACH auto-pay attempt failed. I was never notified of the failed payment by email, phone, or timely mail, and I was not provided any opportunity to address the issue before negative credit reporting occurred. \n\nOn XX/XX/2025, I first learned of the issue through third-party credit monitoring alerts indicating that I had been reported XXXX  days late. This was the first notice of any kind. I immediately logged into my account and paid the balance in full the same day. \n\nI contacted the companys customer service department on XX/XX/2025. During that call, the representative confirmed that Stellantis Financial Services does not notify customers when an ACH auto-pay transaction fails and acknowledged that no communications are sent for this type of error. The representative reversed all late fees associated with the incident and opened a case regarding my experience, acknowledging the issue. \n\nThe only written notice sent regarding the missed payment was a letter dated XX/XX/2025, which did not arrive until XX/XX/2025 after the late mark had already been reported and after I had already paid the balance. \n\nI submitted a formal dispute requesting removal of the XXXX late mark based on the lack of notification, lack of opportunity to cure, and my immediate payment once informed. The company responded that the reporting was accurate as reported and added a dispute indicator, but did not address the absence of any notification process or the customer service acknowledgment that no communications are sent for failed auto-pay transactions. I then submitted a follow-up request for a courtesy/compliance review and additional follow-ups to confirm receipt and request status. I did not receive any response. \n\nMy concern is the fairness of reporting a XXXX delinquency when the company has no notification process for failed auto-pay transactions, provided no communication prior to reporting, and acknowledged the issue by reversing all associated late fees. Once I became aware of the issue, I paid immediately. This credit reporting resulted solely from the companys lack of communication and process, not from unwillingness or inability to pay.","date_sent_to_company":"2026-01-08T19:32:45.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Lease","zip_code":"11050","tags":null,"has_narrative":true,"complaint_id":"18574939","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Stellantis Financial Services US Corp.","date_received":"2026-01-08T18:40:32.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I leased a vehicle in XX/XX/2025 and enrolled in ACH <em>auto-pay</em> at account <em>setup</em>. In XX/XX/2025, an ACH <em>auto-pay</em> attempt failed. I was never notified of the failed payment by email, phone, or timely mail, and I was not provided any opportunity to address the issue before negative credit reporting occurred. \n\nOn XX/XX/2025, I first learned of the issue through third-party credit monitoring alerts indicating that I had been reported XXXX  days <em>late</em>. This was the first notice of any kind."]},"sort":[25.863705,"18574939"]},{"_index":"complaint-public-v1","_id":"7639985","_score":25.834599,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/2022 I noticed that there was a past due payment on my Banana Republic credit card ( XXXX ). XXXX XXXX  had just sold this account to Barclays Bank, and I was assured by Barclays that my \" auto-pay '' would not be affected. Unfortunately, it was affected, and I received a late payment fee. I immediately called Barclays Bank on XX/XX/2022 and spoke to XXXX XXXX. He waived the late fee, instructed me to setup auto pay again, and verified that this was not my fault. He promised me that this would not go on my credit report. However, after applying for a loan at my bank, they informed me of the late payment history ( XXXX of XXXX  ). \n\nThis late payment, and negative credit reporting is the error of Barclays Bank. My auto-pay never should've been interrupted, and I was told that it would not impact my credit history. How is this even legal?","date_sent_to_company":"2023-09-27T23:44:51.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"757XX","tags":null,"has_narrative":true,"complaint_id":"7639985","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2023-09-27T23:33:33.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["XXXX XXXX  had just sold this account to Barclays Bank, and I was assured by Barclays that my \" <em>auto-pay</em> '' would not be affected. Unfortunately, it was affected, and I received a <em>late</em> payment <em>fee</em>. I immediately called Barclays Bank on XX/XX/2022 and spoke to XXXX XXXX. He waived the <em>late</em> <em>fee</em>, instructed me to <em>setup</em> <em>auto</em> <em>pay</em> again, and verified that this was not my fault. He promised me that this would not go on my credit report."]},"sort":[25.834599,"7639985"]},{"_index":"complaint-public-v1","_id":"2756885","_score":25.81476,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, Recently I tried making my monthly online mortgage payment online w/ LoanCare a XXXX XXXX . I paid my current mortgage within the grace period on XXXX/XXXX/XXXX. As a result of me paying online, I incurred a {$10.00} servicing fee. I read about this fee from my previous statement in XXXX. Therefore, in order to not incur this fee, I set-up automatic payments effective immediately. For whatever reason, my auto payment was not set-up until XXXX/XXXX/XXXX. I tried calling customer service, stating that I set-up auto-pay more than 30 days in advance of my next statement. The rep XXXX saw that I set up the auto pay on XXXX/XXXX/XXXX, but said that there was nothing she could do. I in fact spoke to her Supervisor XXXX who told me the same thing. Hence no refund for the service fee, even though I had setup the free autopay feature, yet was unable to utilize this option incurring the {$10.00} fee. The following 2 items are my specific grievances : 1. Why are they even charging a fee to pay online? I have had several mortgages, and have never heard of such a fee. Also, my closing documents say that I have a 15 day grace period. \n\n2. Once I saw that they were going to charge a fee, i immediately set-up for auto payments ( no fee ). So why is it my fault that I should have to pay a fee, if they take longer than 30 days to setup the payment. \n\nThank you for your help, XXXX XXXX","date_sent_to_company":"2017-12-15T23:28:54.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"94559","tags":null,"has_narrative":true,"complaint_id":"2756885","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2017-12-15T23:10:13.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["As a result of me <em>paying</em> online, I incurred a {$10.00} servicing <em>fee</em>. I read about this <em>fee</em> from my previous statement in XXXX. Therefore, in order to not incur this <em>fee</em>, I <em>set-up</em> automatic payments effective immediately. For whatever reason, my <em>auto</em> payment was not <em>set-up</em> until XXXX/XXXX/XXXX. I tried calling customer service, stating that I <em>set-up</em> <em>auto-pay</em> more than 30 days in advance of my next statement."]},"sort":[25.81476,"2756885"]},{"_index":"complaint-public-v1","_id":"9424646","_score":25.404625,"_source":{"product":"Student loan","complaint_what_happened":"In XXXX we applied for a Parent Plus federal student loan through the XXXX XXXX XXXX XXXX through the Federal Student Aid ( XXXX ) website. Some way we were directed to XXXX as a federal student loan option through XXXX. The interest rate at the time was XXXX % and I was a co-signer on my daughters student loan ( XXXX ). The following year the same thing happened and I co-signed a second loan ( XXXX ) with XXXX  with an interest rate of XXXX %. We later discovered that XXXX had assigned XXXX loan to me and the other to my daughter. We also received correspondence from student loan servicer XXXX and the XXXX XXXX. of XXXX XXXX XXXX XXXX XXXX XXXX XXXX with various loan balances and interest rates/fees. This confused our understanding and the differences of these loans along with the XXXX loans. \nDuring repayment of the XXXX loans, not only did the interest rates skyrocket to XXXX % ( XXXX ) and XXXX % ( XXXX ) respectively, we learned that the second loan ( XXXX ) was put in my daughters name even though we had continued to pay them. We also learned that the interest on these loans continued to accrue despite the pause on student loan repayment during the XXXX pandemic. \nMy daughter and I continued to pay down the XXXX loans. As recently as last week, she paid off the loan ( XXXX ) which I am a cosigner. XXXX XXXX still had a balance. My daughter had enrolled in autopay for this loan which at XXXX time had a lower interest rate while I ( as co-signer ) put payments toward XXXX and sporadically towards XXXX. My daughter was unable to remove the monthly auto-pay status on the XXXX from her account since her loan ( XXXX ) was apparently now paid off. I logged into my XXXX account and found that the loan under my name was set up for auto-pay. I had NEVER set up autopay for this account. My daughter could only see her account ( XXXX ) and not the other loan ( XXXX ). I XXXX because I was a co-signer, I could see both loans and as indicated I designated payments to both loans at the same time. This is in addition to the autopay my daughter set up on ( XXXX ). I can not see a significant payment history for the accounts over the past few months. As borrowers, I want a comprehensive payment history on each of these accounts. We later visited the studentaid.gov website to get a list of loans we had for our family. This is when we first learned the XXXX loans were not listed there because they are not federal subsidized loans. \n\nOn XX/XX/XXXX I spoke with XXXX in customercare for XXXX. He related that only the account holder ( my daughter ) could setup or remove auto-pay. Although he did indicate that he saw my payments toward this account ( XXXX ). When my daughter called the same day, a representative she spoke with also could not unenroll her from auto payment for this account because it was in my name. My daughter has only been making payments toward this loan ( XXXX ). However, account ( XXXX ) is set-up for autopay for {$XXXX}. My daughter does not have access to the account and has not had any transactions from her bank toward this account. I have never set-up auto-pay on this account and now its set-up this way. Now my daughters account ( XXXX ) has a balance of {$.00}.","date_sent_to_company":"2024-07-10T11:46:36.000Z","issue":"Dealing with your lender or servicer","sub_product":"Private student loan","zip_code":"024XX","tags":null,"has_narrative":true,"complaint_id":"9424646","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SLM CORPORATION","date_received":"2024-07-04T17:58:18.000Z","state":"MA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["I have never <em>set-up</em> <em>auto-pay</em> on this account and now its <em>set-up</em> this way. Now my daughters account ( XXXX ) has a balance of {$.00}."]},"sort":[25.404625,"9424646"]},{"_index":"complaint-public-v1","_id":"18321119","_score":25.366581,"_source":{"product":"Credit card","complaint_what_happened":"I have a XXXXXXXX XXXX XXXX  issued by Comenity Capital Bank. From XX/XX/XXXX through XX/XX/XXXX, I was charged a {$41.00} late fee every month due to an automatic payment date error. The total amount of late fees charged during this period is approximately {$820.00}. \n\nThe {$820.00} amount consists only of late fees. The card was not used to incur this balance, and these charges are not the result of purchases or cash advances. This balance accrued solely from repeated late fees that I was unaware of at the time. \n\nAutomatic payments were set up and being made every month through XXXX XXXX XXXX XXXX bill pay, but the payment date was mistakenly set a few days after the statement due date. I was unaware of this and believed the automatic payment was paying the full balance each month. \n\nI was enrolled in paperless statements, so I did not receive any mailed notices alerting me to these late fees. I was also unable to access my online credit card account until XX/XX/XXXX, which prevented me from seeing the repeated late fees as they were occurring. During this time, I was unaware that the late fees were accumulating. \n\nThis was not an intentional failure to pay or refusal to pay. The issue resulted from an auto-pay setup error combined with lack of online account access. \n\nAfter discovering the issue, I corrected the automatic payment date to prevent future late fees and contacted Comenity Capital Bank to request a goodwill adjustment for the high amount of repeated late fees. My request was denied ; I was only offered {$15.00} as a courtesy credit. \n\nI am requesting a review and resolution of the repeated late fees and any related charges that resulted from this automatic payment error.","date_sent_to_company":"2025-12-27T20:33:26.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"30017","tags":null,"has_narrative":true,"complaint_id":"18321119","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-12-27T20:08:34.000Z","state":"GA","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["I was also unable to access my online credit card account until XX/XX/XXXX, which prevented me from seeing the repeated <em>late</em> <em>fees</em> as they were occurring. During this time, I was unaware that the <em>late</em> <em>fees</em> were accumulating. \n\nThis was not an intentional failure to <em>pay</em> or refusal to <em>pay</em>. The issue resulted from an <em>auto-pay</em> <em>setup</em> error combined with lack of online account access."],"issue":["<em>Fees</em> or interest"],"sub_issue":["Problem with <em>fees</em>"]},"sort":[25.366581,"18321119"]},{"_index":"complaint-public-v1","_id":"3823977","_score":25.286175,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Continuation of XXXX with new information. Chrysler Capital 's negligence and unwillingness to help such a simple issue is astounding. Basically, they can't answer any questions I have about numerous inconsistencies surrounding their auto-pay registration and the subsequent online billing/notifications/etc. - however know unequivocally they aren't at fault. Speaking with their reps is at best condescending and at worst flat out impossible as they loop back to the same tired narrative of \" you should know ... '' Auto-pay was setup on my side, they claim I should have known I didn't receive an email stating it was setup. However they also claim they won't send an email if it didn't go through (XXXX ). The account had a double payment setting up the auto-pay on XXXX however they claim this in no way shows my attempt to setup auto-pay and stated perhaps there was a bank issue. Knowing that is not the case I phoned my bank who confirmed and also stated they field questions about Chrysler Cap. often - which matches my experience from other parties as well. Chrysler Capital uses XXXX XXXX for payment processing which has countless documented issues, yet CCap will inform you they are absolutely not at fault. \n\nCCap can't answer any technology question surrounding all of the supporting evidence to my claim regarding they are at fault for not completing the auto-pay and instead simply state back it is my fault. You can't setup auto-pay via a rep on the phone, you can't get into the auto-pay online in any capacity except a single button to enter and it would be almost impossible for a consumer to XXXX this up. CCap also didn't ever ping the bank account and didn't send me any electronic information in any capacity until this Tuesday including a payment conf. from end of XXXX. When asked about these inconsistencies they won't answer, but instead claim you can go online to see billing statements. Again, not the issue - they will not address how all of this supporting evidence shows the auto-pay and correct the XXXX late payment they reported, but instead continue to say \" you know you had to pay ... '' It is infuriating to speak with anyone in this company - they also claim they don't do \" courtesy '' adjustments to the credit bureaus. This is not a courtesy request, this is absolutely obvious the auto-pay was selected via their website and they are at minimum partially if not wholly at fault for a variety of complimentary reasons. Instead, they continue to condescendingly claim I should have known I had to make payments ... ( XXXX XXXX XXXX ) not the issue! When asked for further supervisors they blind transferred me into a VM. Awesome. When asked to have this investigated ( rep couldn't answer technology questions ) by tech she vaguely said they could look into it. When asked about response time, how that inquiry would be handled, etc. - just same tired brush-off line \" I will ask them to look into it ... '' We ALL know what that means. \n\nChrysler Capital 's own reps state and know the system they have is far from customer friendly. Their system limits customer input and locks customers out for a variety of reasons as well ( can provide facts around this ) and otherwise forces them into a pay for convenience feature if you don't interact perfectly with the limited website functionality. Calling their reps is a disaster and therefore the fees generated by forcing customers into the pay portion of the funnel also demands CFPB investigation. It is obvious to me there are a lot of things wrong with this company. \n\nCCap must retract in writing and correct any/all credit late reporting on this account. That much is the least they can do. Further, it should be investigated how the late fees and penalties are assessed on a enterprise level. After discussing this with many parties it seems where there is smoke there is fire. \n\nI offered CCap the opportunity to make this correction multiple times, but instead they want to argue semantics or take the disputed claims off track entirely by answering issues I don't even have nor have asked about. Evasive at best, flat out perpetuating a fraud at worst. It is clear the CSR 's have no ability to make any meaningful resolution and instead say \" someone will call you back in 48-72hrs '' for virtually any question. This is beyond unacceptable and those calls don't always come ( prev. personal experience on this very account ). \n\nSo, again, CCap needs to correct the credit reporting issue they caused by their online auto-pay registration system issues ( even as they say they see no issues ) all supporting evidence clearly shows the intent and opportunity was there and I absolutely interacted with the system. No emails or notifications in my online portal to say otherwise, no billing statements sent to me other than this week ( which they deny, conveniently ) to state otherwise, and no answer of any kind to the rampant inconsistencies they show in the portal, online system tracking, and my own emails received from them. Simply \" not our issue. '' CCap needs to own up as it is clear they are not innocent in this issue. They must retract the credit reporting lates their system caused and that can not be remedied or any answers received by them.","date_sent_to_company":"2020-08-31T17:36:26.000Z","issue":"Managing the loan or lease","sub_product":"Lease","zip_code":"75068","tags":null,"has_narrative":true,"complaint_id":"3823977","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Santander Consumer USA Holdings Inc.","date_received":"2020-08-31T17:12:14.000Z","state":"TX","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["Basically, they can't answer any questions I have about numerous inconsistencies surrounding their <em>auto-pay</em> registration and the subsequent online billing/notifications/etc. - however know unequivocally they aren't at fault. Speaking with their reps is at best condescending and at worst flat out impossible as they loop back to the <em>same</em> tired narrative of \" you should know ... '' <em>Auto-pay</em> was <em>setup</em> on my side, they claim I should have known I didn't receive an email stating it was <em>setup</em>."]},"sort":[25.286175,"3823977"]},{"_index":"complaint-public-v1","_id":"2196049","_score":25.176056,"_source":{"product":"Credit card","complaint_what_happened":"I missed my XXXX XXXX, 2016 payment by mistake and called the company on XXXX XXXX, 2016 when I realized my error. They waived the late fee and, in order to prevent this problem from happening again, we discussed changing my due date from the XXXX to the XXXX. I was told that future payments would be due no later than the XXXX. I even set up auto-pay to ensure I would not be late again. Today, XXXX XXXX, 2016, I received an email notice that claimed I missed another payment. I immediately called the company who confirmed that they changed the due date and setup auto-pay for me. However, they claimed that the due date change was not take effective until XXXX 2016 and the auto-pay would not start until XXXX XXXX, 2016. I was not advised on the phone or in writing that the due date change would not be effective for the XXXX 2016 period. Further, the company sent me the XXXX 2016 statement on XXXX XXXX, XXXX, but I spoke with the representative on XXXX XXXX. Thus, the XXXX XXXX statement would not reflect this representation and change by the company. The company has now increased the late fee from {$23.00} to {$37.00} and refuses to waive it. I relied on their representation that my due date was changed for all future periods, including the XXXX 2016 period. The company is now attempting to charge me a fee for its mistake.","date_sent_to_company":"2016-11-05T14:24:36.000Z","issue":"Late fee","sub_product":null,"zip_code":"80123","tags":null,"has_narrative":true,"complaint_id":"2196049","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST NATIONAL BANK OF OMAHA","date_received":"2016-11-05T14:24:36.000Z","state":"CO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They waived the <em>late</em> <em>fee</em> and, in order to prevent this problem from happening again, we discussed changing my due date from the XXXX to the XXXX. I was told that future payments would be due no <em>later</em> than the XXXX. I even set up <em>auto-pay</em> to ensure I would not be <em>late</em> again. Today, XXXX XXXX, 2016, I received an email notice that claimed I missed another payment. I immediately called the company who confirmed that they changed the due date and <em>setup</em> <em>auto-pay</em> for me."],"issue":["<em>Late</em> <em>fee</em>"]},"sort":[25.176056,"2196049"]},{"_index":"complaint-public-v1","_id":"1562365","_score":24.998402,"_source":{"product":"Credit card","complaint_what_happened":"Account was moved from XXXX to Citibank. During this time I was out of town, but had auto-payment set-up. I was not notified before my departure that the move would be made, and this caused my account with a balance to be moved to Citibank. When that happened, my auto-pay was cancelled by Citibank and I was made delinquent. I contacted Citibank and they agreed to nullify delinquency and my fees/interest as the move to Citibank was made by them and my auto-pay was cancelled without my permission.","date_sent_to_company":"2015-09-14T00:14:30.000Z","issue":"Delinquent account","sub_product":null,"zip_code":"60611","tags":null,"has_narrative":true,"complaint_id":"1562365","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2015-09-14T00:14:29.000Z","state":"IL","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["During this time I was out of town, but had <em>auto</em>-payment <em>set-up</em>. I was not notified before my departure that the move would be made, and this caused my account with a balance to be moved to Citibank. When that happened, my <em>auto-pay</em> was cancelled by Citibank and I was made delinquent. I contacted Citibank and they agreed to nullify delinquency and my <em>fees</em>/interest as the move to Citibank was made by them and my <em>auto-pay</em> was cancelled without my permission."]},"sort":[24.998402,"1562365"]},{"_index":"complaint-public-v1","_id":"11841498","_score":24.991226,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"CFPB COMPLAINT REGARDING SYSTEMATIC INVESTIGATION FAILURES RE : Failure to Properly Investigate TD Auto Finance Account Credit Bureaus : Experian, XXXX, and XXXX RELEVANT CFPB ENFORCEMENT CONTEXT : The Consumer Financial Protection Bureau has recently taken enforcement action against Experian for conducting \" sham investigations '' of consumer disputes. The practices identified by CFPB in their action mirror the exact failures demonstrated in my case : XXXX. CFPB-Identified Industry Problems : Conducting inadequate \" sham investigations '' Failing to address consumer disputes properly Reinserting disputed information without explanation Providing ineffective investigation results XXXX. Identical Violations in My Case : Generic \" investigation complete '' responses No investigation of XXXX XXXX XXXX auto-pay setup failure Failure to address documented evidence of bank error Reinsertion of disputed information despite fee waiver evidence DOCUMENTED INVESTIGATION FAILURES : XXXX. Failure to Address Key Evidence : Ignored XXXX XXXX XXXX  fee waiver on XX/XX/year> indicating bank error Disregarded documented auto-pay setup issues Failed to investigate timing of delinquencies immediately after account opening Ignored evidence of bank 's responsibility in payment processing XXXX. Inadequate Investigation Response : No details of investigation methods No documentation of communication with XXXX XXXX XXXX No explanation of how bank errors were verified No response to specific dispute points about auto-pay setup XXXX. Pattern of Systematic Failures : Generic responses lacking specific findings No evidence of actual investigation into bank 's fee waiver Failure to address documented creditor errors in payment setup No verification of reported delinquency dates against bank records LEGAL REQUIREMENTS VIOLATED : Under FCRA ( XXXX U.S.C. XXXX ), credit bureaus must : XXXX. Conduct proper investigations of disputes XXXX Review and consider all relevant information XXXX. Provide detailed investigation results XXXX. Document investigation methods XXXX. Verify accuracy of reported information SPECIFIC VIOLATIONS : XXXX. Investigation Requirements : Failed to investigate XXXXXXXX XXXX XXXX fee waiver admission No evidence of review of payment setup documentation No verification of auto-pay enrollment attempts No explanation of investigation methods XXXX. Documentation Requirements : Failed to document investigation steps No record of XXXX XXXX XXXX  communications No evidence of fee waiver review No explanation of conclusions XXXX. Notification Requirements : Generic responses lacking specific findings No explanation of verification methods Failed to address specific dispute points about bank error No documentation provided","date_sent_to_company":"2025-01-30T00:49:15.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"11040","tags":null,"has_narrative":true,"complaint_id":"11841498","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-01-30T00:49:13.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Identical Violations in My Case : Generic \" investigation complete '' responses No investigation of XXXX XXXX XXXX <em>auto-pay</em> <em>setup</em> failure Failure to address documented evidence of bank error Reinsertion of disputed information despite <em>fee</em> waiver evidence DOCUMENTED INVESTIGATION FAILURES : XXXX."]},"sort":[24.991226,"11841498"]},{"_index":"complaint-public-v1","_id":"3475811","_score":24.957687,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I arrived to XXXX  XXXX  XXXX XXXX 2019, due to a military change of station from XXXX XXXX. Needing transportation to and from work, through XXXX XXXX XXXX, I financed a XXXX  XXXX XXXX for roughly XXXX on or around XXXX XXXX 2019. The loan was scheduled to start XXXX XXXX 2019, or when the loan was finalized. I was on the phone the whole time with XXXX while I was purchasing the vehicle from a XXXX dealership in XXXX XXXX, XXXX. On that day, I set up \" Auto-Pay '' for my loan through XXXX. The process was simple, due to the fact that XXXX was my primary banking institution for about 5 years. They had most of my information on file. That day, I even got my auto insurance from XXXX. \n\nOn XXXX XXXX 2019, I was on the phone with XXXX. Reasons ranging from my anxiety to confirm a payment would not be missed, to trying to stay on top of a lot of money coming in and out from the international military move. I recall specifically, discussing the \" auto-pay '' subject. The XXXX representative assured me that I had \" nothing to worry about ''. I was told that my auto-pay was set-up and I have provided all the information and paperwork necessary. I was told that when the loan was started, my auto-pay would kick in. ( This phone call is recorded and on record, it was confirmed by another XXXX representative ) On XXXX XXXX 2019, around XXXX am, I received a call from XXXX informing me that I am 3 payments behind. XXXX XXXX is thirty-six ( 36 ) days past due. At thirty ( 30 ) days past due, XXXX reports late payments to the credit bureau. Any payment determined to be late, accrues a late fee. So, at thirty-six ( 36 ) days past due and just being notified for the first time, my head was spinning. By being notified at thirty-six days past due, I was unable to prevent those penalties. XXXX XXXX was the first time I was notified. Prior to that day, I had received no phone calls, I had received no emails, I had received no postal mail from XXXX regarding the late payments. As soon as I found out I was late on payments, and being short on money from the military move, I made one payment as soon as I could. \n\nThat day, after work, I spent XXXX hours on the phone with XXXX XXXX trying to get to the bottom of everything. I was met with a lot of incompetence and unhelpful representatives. Being transferred from person to person, department to department. Not really ever getting the exact facts on why it took thirty-six days to notify me and why my auto-pay never kicked in. I had XXXX representatives tell me that everything was setup for auto-pay and that it was \" weird '' I was never notified. To people telling me to just pay and it is my fault. I was able to get one person that gave me a little more information on the situation. My phone records show calls to and from XXXX on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. Almost all calls I raised the issue and had to re-explain the situation to every XXXX rep. \n\nOn XXXX XXXX 2019, I was told by a XXXX representative, that the XXXX dealership in XXXX XXXX, XXXX  never sent the proper paperwork required to XXXX for the auto loan to start until XXXX XXXX 2019. According to the XXXX rep, by not sending the paperwork, my auto-pay was never triggered to start when it should have on XXXX XXXX 2019. Same goes for the \" debt notifications ''. How it was explained to me, is that I fell through the cracks. Because I had a loan agreement, I was accruing debt from the auto loan but not having actual debt in XXXX   system. \n\nSince XXXX XXXX 2019, I called XXXX PLENTY of times to find out what exactly happened. To this day, I still get different stories on what happened. Following the XXXX XXXX phone call, I filed a \" credit dispute form '' through XXXX  website. Weeks later, XXXX responded with a blanket statement, saying they only report what is reflected in their records. Their records have me thirty-six ( 36 ) days past due on three ( 3 ) payments. Nothing about their faulty system and me not knowing I even had a debt. My credit score took a major hit. First time in my life I had late payment ( s ). I had excellent credit and excellent payment history. \n\nFrom some of my other calls, it was discovered that the dealership did everything on their end, allegedly, according to XXXX and the dealership. It is still unknown what happened on XXXX XXXX 2019, that finally pinged XXXX  debt department to call me two days later. It was said that the dealership \" cleared '' the check given to them by XXXX for the car on that date. Different XXXX reps and departments say different things. \n\nOn XXXX XXXX 2019, I was told by one XXXX representative, that because of how XXXX  auto loan system is, that even if I had noticed my payments were late or not being paid, I would not have been able to make the payment anyway. Due to the issue with the dealership paperwork. That sounds illegal, for me to owe a debt and not be able to pay that debt in a timely matter, before fees and penalties occur. I had two or three XXXX reps confirm that unjust faulty issue of not being able to pay due to XXXX  inept payment system. One XXXX rep even agreed that it sounds illegal. \n\nXXXX XXXX 2019, I went to my base legal office for instruction on how to further proceed with this situation. I was told to start with this report and follow-up from there.","date_sent_to_company":"2019-12-23T05:05:45.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"88011","tags":"Servicemember","has_narrative":true,"complaint_id":"3475811","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-12-23T05:05:43.000Z","state":"NM","company_public_response":null,"sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["I recall specifically, discussing the \" <em>auto-pay</em> '' subject. The XXXX representative assured me that I had \" nothing to worry about ''. I was told that my <em>auto-pay</em> was <em>set-up</em> and I have provided all the information and paperwork necessary."]},"sort":[24.957687,"3475811"]},{"_index":"complaint-public-v1","_id":"3475693","_score":24.957687,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I arrived to New Mexico XX/XX/2019, due to a military XXXX XXXX XXXX from XXXX XXXX. Needing transportation to and from work, through USAA Savings Bank, I financed a XXXX XXXX XXXX for roughly 17k on or around XX/XX/2019. The loan was scheduled to start XX/XX/2019, or when the loan was finalized. I was on the phone the whole time with USAA while I was purchasing the vehicle from a XXXX dealership in XXXX XXXX, TX. On that day, I set up \" Auto-Pay '' for my loan through USAA. The process was simple, due to the fact that USAA was my primary banking institution for about 5 years. They had most of my information on file. That day, I even got my auto insurance from USAA. \n\nOn XX/XX/2019, I was on the phone with USAA. Reasons ranging from my anxiety to confirm a payment would not be missed, to trying to stay on top of a lot of money coming in and out from the international military move. I recall specifically, discussing the \" auto-pay '' subject. The USAA representative assured me that I had \" nothing to worry about ''. I was told that my auto-pay was set-up and I have provided all the information and paperwork necessary. I was told that when the loan was started, my auto-pay would kick in. ( This phone call is recorded and on record, it was confirmed by another USAA representative ) On XX/XX/2019, around XXXX XXXX, I received a call from USAA informing me that I am 3 payments behind. XX/XX/XXXX is thirty-six ( 36 ) days past due. At thirty ( 30 ) days past due, USAA reports late payments to the credit bureau. Any payment determined to be late, accrues a late fee. So, at thirty-six ( 36 ) days past due and just being notified for the first time, my head was spinning. By being notified at thirty-six days past due, I was unable to prevent those penalties. XX/XX/XXXX was the first time I was notified. Prior to that day, I had received no phone calls, I had received no emails, I had received no postal mail from USAA regarding the late payments. As soon as I found out I was late on payments, and being short on money from the military move, I made one payment as soon as I could. \n\nThat day, after work, I spent 3+ hours on the phone with USAA , trying to get to the bottom of everything. I was met with a lot of incompetence and unhelpful representatives. Being transferred from person to person, department to department. Not really ever getting the exact facts on why it took thirty-six days to notify me and why my auto-pay never kicked in. I had USAA representatives tell me that everything was setup for auto-pay and that it was \" weird '' I was never notified. To people telling me to just pay and it is my fault. I was able to get one person that gave me a little more information on the situation. My phone records show calls to and from USAA on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Almost all calls I raised the issue and had to re-explain the situation to every USAA rep. \n\nOn XX/XX/2019, I was told by a USAA representative, that the XXXX dealership in XXXX XXXX, TX never sent the proper paperwork required to USAA for the auto loan to start until XX/XX/2019. According to the USAA rep, by not sending the paperwork, my auto-pay was never triggered to start when it should have on XX/XX/2019. Same goes for the \" debt notifications ''. How it was explained to me, is that I fell through the cracks. Because I had a loan agreement, I was accruing debt from the auto loan but not having actual debt in USAAs system. \n\nSince XX/XX/2019, I called USAA PLENTY of times to find out what exactly happened. To this day, I still get different stories on what happened. Following the XX/XX/XXXX phone call, I filed a \" credit dispute form '' through USAAs website. Weeks later, USAA responded with a blanket statement, saying they only report what is reflected in their records. Their records have me thirty-six ( 36 ) days past due on three ( 3 ) payments. Nothing about their faulty system and me not knowing I even had a debt. My credit score took a major hit. First time in my life I had late payment ( s ). I had excellent credit and excellent payment history. \n\nFrom some of my other calls, it was discovered that the dealership did everything on their end, allegedly, according to USAA and the dealership. It is still unknown what happened on XX/XX/2019, that finally pinged USAAs debt department to call me two days later. It was said that the dealership \" cleared '' the check given to them by USAA for the car on that date. Different USAA reps and departments say different things. \n\nOn XX/XX/2019, I was told by one USAA representative, that because of how USAAs auto loan system is, that even if I had noticed my payments were late or not being paid, I would not have been able to make the payment anyway. Due to the issue with the dealership paperwork. That sounds illegal, for me to owe a debt and not be able to pay that debt in a timely matter, before fees and penalties occur. I had two or three USAA reps confirm that unjust faulty issue of not being able to pay due to USAAs inept payment system. One USAA rep even agreed that it sounds illegal. \n\nXX/XX/2019, I went to my base legal office for instruction on how to further proceed with this situation. I was told to start with this report and follow-up from there.","date_sent_to_company":"2019-12-23T05:05:33.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"88011","tags":"Servicemember","has_narrative":true,"complaint_id":"3475693","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-12-23T02:15:47.000Z","state":"NM","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["I recall specifically, discussing the \" <em>auto-pay</em> '' subject. The USAA representative assured me that I had \" nothing to worry about ''. I was told that my <em>auto-pay</em> was <em>set-up</em> and I have provided all the information and paperwork necessary."]},"sort":[24.957687,"3475693"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":1349924,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":1222663},{"key":0,"key_as_string":"false","doc_count":127261}]}},"product":{"doc_count":1222663,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":378036,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":375713},{"key":"Other personal consumer report","doc_count":2323}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":234931,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit 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