{"took":114,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":54,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"12329334","_score":22.372591,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am writing to formally address an issue I have encountered with setting up auto pay for my account and the subsequent impact on my credit report. In an effort to set up auto pay, I initially contacted Bank of America customer service team over the phone, where I was directed to complete the setup via the mobile app or website. However, when I attempted to do so, the system instructed me to call customer support. When I called back, I was assured that the setup should work online and was advised to wait until it allowed me to proceed, rather than being assisted with setup over the phone. Unfortunately, despite these repeated attempts, I was never able to successfully set up auto pay. \nAs a result, I resorted to making manual payments over the phone each month for the next year and a half. Recently I called again and set up auto pay over the phone, and was assured that the setup was complete. About XXXX weeks ago I checked my account and noticed that I missed two consecutive payments and I did not receive any notification from Bank of America. I only became aware of the issue when I checked my account myself. When I contacted customer service, I was informed that the delinquency could be removed from my credit report once I resolved the outstanding balance ( {$50.00} ) I immediately made the payment as instructed. However, upon following up, a different representative informed me that he attempted to remove it and was not able to even after talking to his supervisor. Since the delinquency could not be removed by Bank of America I contacted the credit bureaus directly, and they said they could not remove it because Bank of America confirmed the late fees even though they told me clearly it's not my fault due to the previous stated issues regarding setting up the auto pay. I have spoken 3 times with different representatives and all three told me clearly that it's not my fault and the late fee could be removed. \nThis situation has been extremely frustrating and concerning, as I was initially assured that the delinquency could be removed.Check the recording of our conversation. I respectfully request that Bank of America honor its original commitment and I am writing to formally address an issue I have encountered with setting up auto pay for my account and the subsequent impact on my credit report. In an effort to set up auto pay, I initially contacted Bank of America customer service team over the phone, where I was directed to complete the setup via the mobile app or website. However, when I attempted to do so, the system instructed me to call customer support. When I called back, I was assured that the setup should work online and was advised to wait until it allowed me to proceed, rather than being assisted with setup over the phone. Unfortunately, despite these repeated attempts, I was never able to successfully set up auto pay. \nAs a result, I resorted to making manual payments over the phone each month for the next year and a half. Recently I called again and set up auto pay over the phone, and was assured that the setup was complete. About XXXX weeks ago I checked my account and noticed that I missed twXXXX consecutive payments and I did not receive any notification from Bank of America. I only became aware of the issue when I checked my account myself. When I contacted customer service, I was informed that the delinquency could be removed from my credit report once I resolved the outstanding balance ( {$50.00} ) I immediately made the payment as instructed. However, upon following up, a different representative informed me that he attempted to remove it and was not able to even after talking to his supervisor. Since the delinquency could not be removed by Bank of America I contacted the credit bureaus directly, and they said they could not remove it because Bank of America confirmed the late fees even though they told me clearly it's not my fault due to the previous stated issues regarding setting up the auto pay. I have spoken 3 times with different representatives and all three told me clearly that it's not my fault and the late fee could be removed. \nThis situation has been extremely frustrating and concerning, as I was initially assured that the delinquency could be removed.Check the recording of our conversation. I respectfully request that Bank of America honor its original commitment and remove the delinquency from my credit report. And Credit reporting agencies help resolve this 30 day past due to be removed from my report. \nI appreciate your prompt attention to this issue and look forward to your response. \n\nI appreciate your prompt attention to this issue and look forward to your response.","date_sent_to_company":"2025-03-05T18:37:46.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"90069","tags":null,"has_narrative":true,"complaint_id":"12329334","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-03-05T18:17:49.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Recently I called again and set up auto pay over the phone, and was <em>assured</em> that the <em>setup</em> was complete. About <em>XXXX</em> weeks ago I checked my account and noticed that I missed tw<em>XXXX</em> consecutive payments and I did not receive any notification from Bank of America. I only became aware of the issue when I checked my account myself."]},"sort":[22.372591,"12329334"]},{"_index":"complaint-public-v1","_id":"12328258","_score":21.876358,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am writing to formally address an issue I have encountered with setting up auto pay for my account and the subsequent impact on my credit report. In an effort to set up auto pay, I initially contacted XXXX XXXX XXXXXXXX customer service team over the phone, where I was directed to complete the setup via the mobile app or website. However, when I attempted to do so, the system instructed me to call customer support. When I called back, I was assured that the setup should work online and was advised to wait until it allowed me to proceed, rather than being assisted with setup over the phone. Unfortunately, despite these repeated attempts, I was never able to successfully set up auto pay. \nAs a result, I resorted to making manual payments over the phone each month for the next year and a half. Recently I called again and set up auto pay over the phone, and was assured that the setup was complete. About 2 weeks ago I checked my account and noticed that I missed two consecutive payments and I did not receive any notification from XXXX XXXX XXXXXXXX. I only became aware of the issue when I checked my account myself. When I contacted customer service, I was informed that the delinquency could be removed from my credit report once I resolved the outstanding balance ( {$50.00} ) I immediately made the payment as instructed. However, upon following up, a different representative informed me that he attempted to remove it and was not able to even after talking to his supervisor. Since the delinquency could not be removed by XXXX XXXX XXXXXXXX I contacted the credit bureaus directly, and they said they could not remove it because XXXX XXXX XXXX confirmed the late fees even though they told me clearly it's not my fault due to the previous stated issues regarding setting up the auto pay. I have spoken 3 times with different representatives and all three told me clearly that it's not my fault and the late fee could be removed. \nThis situation has been extremely frustrating and concerning, as I was initially assured that the delinquency could be removed.Check the recording of our conversation. I respectfully request that XXXX XXXX XXXXXXXX honor its original commitment and I am writing to formally address an issue I have encountered with setting up auto pay for my account and the subsequent impact on my credit report. In an effort to set up auto pay, I initially contacted XXXX XXXX XXXXXXXX customer service team over the phone, where I was directed to complete the setup via the mobile app or website. However, when I attempted to do so, the system instructed me to call customer support. When I called back, I was assured that the setup should work online and was advised to wait until it allowed me to proceed, rather than being assisted with setup over the phone. Unfortunately, despite these repeated attempts, I was never able to successfully set up auto pay. \nAs a result, I resorted to making manual payments over the phone each month for the next year and a half. Recently I called again and set up auto pay over the phone, and was assured that the setup was complete. About 2 weeks ago I checked my account and noticed that I missed two consecutive payments and I did not receive any notification from XXXX XXXX XXXXXXXX. I only became aware of the issue when I checked my account myself. When I contacted customer service, I was informed that the delinquency could be removed from my credit report once I resolved the outstanding balance ( {$50.00} ) I immediately made the payment as instructed. However, upon following up, a different representative informed me that he attempted to remove it and was not able to even after talking to his supervisor. Since the delinquency could not be removed by XXXX XXXX XXXXXXXX I contacted the credit bureaus directly, and they said they could not remove it because XXXX XXXX XXXX confirmed the late fees even though they told me clearly it's not my fault due to the previous stated issues regarding setting up the auto pay. I have spoken 3 times with different representatives and all three told me clearly that it's not my fault and the late fee could be removed. \nThis situation has been extremely frustrating and concerning, as I was initially assured that the delinquency could be removed.Check the recording of our conversation. I respectfully request that XXXX XXXX XXXXXXXX honor its original commitment and remove the delinquency from my credit report. And Credit reporting agencies help resolve this 30 day past due to be removed from my report. \nI appreciate your prompt attention to this issue and look forward to your response. \n\nI appreciate your prompt attention to this issue and look forward to your response.","date_sent_to_company":"2025-03-05T18:37:46.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"90069","tags":null,"has_narrative":true,"complaint_id":"12328258","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-03-05T18:37:20.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["However, upon following up, a different representative informed me that he attempted to remove it and was not able to <em>even</em> after talking to his supervisor. Since the delinquency could not be removed by <em>XXXX</em> <em>XXXX</em> XXXXXXXX I contacted the credit bureaus directly, and they said they could not remove it because <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> confirmed the late fees <em>even</em> <em>though</em> they told me clearly it's not my fault due to the previous stated issues regarding setting up the auto pay."]},"sort":[21.876358,"12328258"]},{"_index":"complaint-public-v1","_id":"2025898","_score":21.468035,"_source":{"product":"Consumer Loan","complaint_what_happened":"XXXX and Wells Fargo repeatedly attempted to charge late fees and service fees. The loan was supposed to be XXXX percent interest over two years. The account was setup to pay the monthly payment on auto-pay, which worked for a time and then stopped working even though funds were available. They attempted to charge my account the full amount due along with late fees. All late fees were reversed, but this happened multiple times after I was assured it was fixed. Now the account is closed and I am no longer allowed to schedule repeating payments. I have paid the off the balance of the account and no longer owe them but feel that the entire scheme was designed to steal extra money and they should be held accountable.","date_sent_to_company":"2016-08-10T18:23:26.000Z","issue":"Managing the loan or lease","sub_product":"Installment loan","zip_code":"996XX","tags":null,"has_narrative":true,"complaint_id":"2025898","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2016-07-23T03:08:59.000Z","state":"AK","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":["<em>XXXX</em> and Wells Fargo repeatedly attempted to charge late fees and service fees. The loan was supposed to be <em>XXXX</em> percent interest over two years. The account was <em>setup</em> to pay the monthly payment on auto-pay, which worked for a time and then stopped working <em>even</em> <em>though</em> funds were available. They attempted to charge my account the full amount due along with late fees. All late fees were reversed, but this happened multiple times after I was <em>assured</em> it was fixed."]},"sort":[21.468035,"2025898"]},{"_index":"complaint-public-v1","_id":"8708380","_score":20.020323,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"My bank account and social security number were leaked by Idaho XXXX XXXX during a data breach on Monday XX/XX/XXXX by hacker group Sieged Security. Due to the breach, I had to request a new checking account through XXXX ( who I bank with ). In the meantime, Discover tried to request my autopay for my credit card on the old account. Of course, this bounced and I was charged a fee which was never waived. I called Discover about this and gave them the new account information and explained the situation but they did not do anything about the fee. At the same time, we setup AutoPay again using my new account. 62 days have passed since that time and now I was charged a late fee and my account was reported delinquent to the credit bureaus even though the previous again assured me that AutoPay with my new account details were setup. I have now made the necessary payment to bring my account up to date, however, I am requesting assistance from the CFPB to have Discover remove the derogatory remark since it was due to their employee 's failure to properly re-enable AutoPay following my extenuating circumstances from the data breach.","date_sent_to_company":"2024-04-05T17:04:56.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"94706","tags":null,"has_narrative":true,"complaint_id":"8708380","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2024-04-05T16:50:56.000Z","state":"CA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["At the same time, we <em>setup</em> AutoPay again using my new account. 62 days have passed since that time and now I was charged a late fee and my account was reported delinquent to the credit bureaus <em>even</em> <em>though</em> the previous again <em>assured</em> me that AutoPay with my new account details were <em>setup</em>."]},"sort":[20.020323,"8708380"]},{"_index":"complaint-public-v1","_id":"2287113","_score":18.76554,"_source":{"product":"Debt collection","complaint_what_happened":"Someone residing at XXXX XXXX XXXX XXXX, XXXX, GA XXXX used my social security number in XXXX XXXX to setup an account with XXXX XXXX. When first notified by a collection agency in XXXX XXXX, I complied with XXXX request to submit all the appropriate disclaimer information ( affidavits, picture IDs, court documents ). XXXX assured me that the matter would be resolved. Recently, however, I 've received another letter from a different collection agency ( Credit Collection Services, {$1700.00} ). Evidently, the previous collection agency ( the exact name I ca n't recall ) sold my account to this new collection agency. According to this new agency, I am once again responsible for submitting documentation proving I am not responsible for the debt, that I indeed am a victim of identity theft. Incidentally, I contacted the XXXX, Georgia police department several times. Eventually, they went through the motions of taking down information. Evidently, no prosecution has been sought against the individual who appropriated my identity. Even so, it is incumbent upon me to provide all the necessary information even though every party involved ( the XXXX police, XXXX and the respective collection agencies ) know the address of the individual using my social security number.","date_sent_to_company":"2017-01-13T01:33:54.000Z","issue":"Cont'd attempts collect debt not owed","sub_product":"Other (i.e. phone, health club, etc.)","zip_code":"72223","tags":"Servicemember","has_narrative":true,"complaint_id":"2287113","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CCS Financial Services, Inc.","date_received":"2017-01-13T01:33:54.000Z","state":"AR","company_public_response":"Company believes the complaint is the result of a misunderstanding","sub_issue":"Debt resulted from identity theft"},"highlight":{"complaint_what_happened":["Someone residing at <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>, <em>XXXX</em>, GA <em>XXXX</em> used my social security number in <em>XXXX</em> <em>XXXX</em> to <em>setup</em> an account with <em>XXXX</em> <em>XXXX</em>. When first notified by a collection agency in <em>XXXX</em> <em>XXXX</em>, I complied with <em>XXXX</em> request to submit all the appropriate disclaimer information ( affidavits, picture IDs, court documents ). <em>XXXX</em> <em>assured</em> me that the matter would be resolved. Recently, however, I 've received another letter from a different collection agency ( Credit Collection Services, {$1700.00} )."]},"sort":[18.76554,"2287113"]},{"_index":"complaint-public-v1","_id":"1306301","_score":17.539408,"_source":{"product":"Consumer Loan","complaint_what_happened":"I spoke to Gatewayone lending on XXXX to remove the recurring payment from my loan since I had setup billpay with my bank. Gatewayone lending assured me several times on the phone I was not automatic payment from my checking. I mentioned the website said the word \" recurring '', the person on the phone said that they do not even have my checking account information on file. \n\nOn XXXX I noticed that my checking account was lower then usual. So I did some digging and found out that on XXXX and XXXX Gatewayone had stolen amounts equal to my auto loan payment from my checking account. I called Gatewayone lending and asked about my recurring payment, they told me again I do not have XXXX and that they see in their system that I called in XX/XX/XXXX. Their system had notes about me wanting to cancel my recurring payment, and their notes said I did not have recurring payment setup. I informed the agent on the phone that I would like to know why my checking account shows they have been taking money from me then. They put me on a hold and came back saying they were sorry and would like proof they took my money. I told them I want the money back in my account in the same time frame it took them to steal it from me ( payment was due on the XXXX, they had the money out of my account by the XXXX, so XXXX days ). They told me that was not possible and that they require I provide a copy of my bank statement to prove they stole from me ( even though the person on the phone admitted that they see the amounts posted on my loan ). I informed the representive that I have been recording them ( they have an automatic message that says I may be recorded, so turn about is fair play ), they were fine with the recording. \n\nI contacted my bank to put a stop payment on all the fraud done by Gatewayone lending.","date_sent_to_company":"2015-03-29T17:24:57.000Z","issue":"Managing the loan or lease","sub_product":"Vehicle loan","zip_code":"23220","tags":null,"has_narrative":true,"complaint_id":"1306301","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TCF NATIONAL BANK","date_received":"2015-03-29T17:24:56.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I spoke to Gatewayone lending on <em>XXXX</em> to remove the recurring payment from my loan since I had <em>setup</em> billpay with my bank. Gatewayone lending <em>assured</em> me several times on the phone I was not automatic payment from my checking. I mentioned the website said the word \" recurring '', the person on the phone said that they do not <em>even</em> have my checking account information on file. \n\nOn <em>XXXX</em> I noticed that my checking account was lower then usual."]},"sort":[17.539408,"1306301"]},{"_index":"complaint-public-v1","_id":"2846793","_score":17.276283,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I opened an account with XXXX when I purchased a washer and dryer from XXXX. They assured me that XXXX would remove my old washer and dryer and install the new washer and dryer in my home. The sales associate was given my physical address for delivery and my XXXX XXXX XXXX billing. When I was called on the delivery date before the washer and dryer were to be delivered, I was informed that the delivery did not include removal of my old washer and dryer and set-up of the new washer and dryer. At that time, I notified the delivery company that I would not be accepting the delivery. I then telephoned XXXX and inquired as to what happened with the service I paid for with set-up and haul away. At that time, the representative from XXXX informed me that the salesperson was new and didnt know that XXXX doesnt provide set-up and haul away services, even though I had been charged for those services. I then went up to the store and they informed me that they would cancel the purchases and close the credit card account and there would be no fees. \nIn late XXXX I received a credit report that showed a delinquent charge with an unpaid balance. This charge stemmed from my purchase of a washer and dryer at XXXX. I telephoned XXXX and XXXX to try to straighten out the charge but was unsuccessful in getting a resolution. In order to complete my closing, I was required to pay the {$300.00} delinquent charge and work through this dispute after the closing was completed. What I have discovered since that time is that XXXX was sending statements for the washer and dryer I never received to my physical address ( where I dont receive mail ). On XX/XX/XXXX, XXXX mailed me the statements for the account I closed on XX/XX/XXXX. These statements show that I was charged delinquent fees for not paying on the account starting with the XX/XX/XXXX statement, even my credit report showed that XXXX reported the account closed on XX/XX/XXXX. It appears I continued to be charged late fees and interest. \nI was expecting the amount I paid, plus interest be refunded to me immediately. I expected XXXX to send me a letter stating that this is not a delinquency on my part so that I had something in writing to show if I have any other issues with this dispute in the future. In addition, I was also expecting that XXXX clear up my credit by informing the credit agencies that I was not delinquent on the account and that an error was made between XXXX and XXXX. XXXX has not cleared up my credit and despite attempts to resolve this myself with the credit agencies, the credit agencies have not accepted my dispute and revised my credit information.","date_sent_to_company":"2018-03-19T04:20:07.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"20659","tags":null,"has_narrative":true,"complaint_id":"2846793","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-03-19T00:20:05.000Z","state":"MD","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":["At that time, the representative from <em>XXXX</em> informed me that the salesperson was new and didnt know that <em>XXXX</em> doesnt provide <em>set-up</em> and haul away services, <em>even</em> <em>though</em> I had been charged for those services. I then went up to the store and they informed me that they would cancel the purchases and close the credit card account and there would be no fees. \nIn late <em>XXXX</em> I received a credit report that showed a delinquent charge with an unpaid balance."]},"sort":[17.276283,"2846793"]},{"_index":"complaint-public-v1","_id":"2846787","_score":17.256006,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I opened an account with XXXX when I purchased a washer and dryer from XXXX. They assured me that XXXX would remove my old washer and dryer and install the new washer and dryer in my home. The sales associate was given my physical address for delivery and my XXXX XXXX for billing. When I was called on the delivery date before the washer and dryer were to be delivered, I was informed that the delivery did not include removal of my old washer and dryer and set-up of the new washer and dryer. At that time, I notified the delivery company that I would not be accepting the delivery. I then telephoned XXXX and inquired as to what happened with the service I paid for with set-up and haul away. At that time, the representative from XXXX informed me that the salesperson was new and didnt know that XXXX doesnt provide set-up and haul away services, even though I had been charged for those services. I then went up to the store and they informed me that they would cancel the purchases and close the credit card account and there would be no fees. \nIn late XX/XX/XXXXI received a credit report that showed a delinquent charge with an unpaid balance. This charge stemmed from my purchase of a washer and dryer at XXXX. I telephoned XXXX and XXXX to try to straighten out the charge but was unsuccessful in getting a resolution. In order to complete my closing, I was required to pay the {$300.00} delinquent charge and work through this dispute after the closing was completed. What I have discovered since that time is that XXXX was sending statements for the washer and dryer I never received to my physical address ( where I dont receive mail ). On XX/XX/XXXX, XXXX mailed me the statements for the account I closed on XX/XX/XXXX. These statements show that I was charged delinquent fees for not paying on the account starting with the XX/XX/XXXX statement, even my credit report showed that XXXX reported the account closed on XX/XX/XXXX. It appears I continued to be charged late fees and interest. \nI was expecting the amount I paid, plus interest be refunded to me immediately. I expected XXXX to send me a letter stating that this is not a delinquency on my part so that I had something in writing to show if I have any other issues with this dispute in the future. In addition, I was also expecting that XXXX clear up my credit by informing the credit agencies that I was not delinquent on the account and that an error was made between XXXX and XXXX. XXXX has not cleared up my credit and despite attempts to resolve this myself with the credit agencies, the credit agencies have not accepted my dispute and revised my credit information.","date_sent_to_company":"2018-03-19T00:20:00.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"20659","tags":null,"has_narrative":true,"complaint_id":"2846787","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2018-03-18T23:49:26.000Z","state":"MD","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":["At that time, the representative from <em>XXXX</em> informed me that the salesperson was new and didnt know that <em>XXXX</em> doesnt provide <em>set-up</em> and haul away services, <em>even</em> <em>though</em> I had been charged for those services. I then went up to the store and they informed me that they would cancel the purchases and close the credit card account and there would be no fees. \nIn late XX/XX/XXXXI received a credit report that showed a delinquent charge with an unpaid balance."]},"sort":[17.256006,"2846787"]},{"_index":"complaint-public-v1","_id":"2846796","_score":17.079939,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I opened an account with Citibank when I purchased a washer and dryer from Sears. They assured me that Sears would remove my old washer and dryer and install the new washer and dryer in my home. The sales associate was given my physical address for delivery and my PO Box for billing. When I was called on the delivery date before the washer and dryer were to be delivered, I was informed that the delivery did not include removal of my old washer and dryer and set-up of the new washer and dryer. At that time, I notified the delivery company that I would not be accepting the delivery. I then telephoned Sears and inquired as to what happened with the service I paid for with set-up and haul away. At that time, the representative from Sears informed me that the salesperson was new and didnt know that Sears doesnt provide set-up and haul away services, even though I had been charged for those services. I then went up to the store and they informed me that they would cancel the purchases and close the credit card account and there would be no fees. \nIn late XXXX I received a credit report that showed a delinquent charge with an unpaid balance. This charge stemmed from my purchase of a washer and dryer at Sears. I telephoned Citibank and Sears to try to straighten out the charge but was unsuccessful in getting a resolution. In order to complete my closing, I was required to pay the {$300.00} delinquent charge and work through this dispute after the closing was completed. What I have discovered since that time is that Citibank was sending statements for the washer and dryer I never received to my physical address ( where I dont receive mail ). On XX/XX/XXXX, Citibank mailed me the statements for the account I closed on XX/XX/XXXX. These statements show that I was charged delinquent fees for not paying on the account starting with the XX/XX/XXXX statement, even my credit report showed that Citbank reported the account closed on XX/XX/XXXX. It appears I continued to be charged late fees and interest. \nI was expecting the amount I paid, plus interest be refunded to me immediately. I expected Citibank to send me a letter stating that this is not a delinquency on my part so that I had something in writing to show if I have any other issues with this dispute in the future. In addition, I was also expecting that Citbank clear up my credit by informing the credit agencies that I was not delinquent on the account and that an error was made between Sears and Citibank. Citibank has not cleared up my credit and despite attempts to resolve this myself with the credit agencies, the credit agencies have not accepted my dispute and revised my credit information.","date_sent_to_company":"2018-03-19T04:20:07.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"20659","tags":null,"has_narrative":true,"complaint_id":"2846796","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-03-19T00:20:05.000Z","state":"MD","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":["At that time, the representative from Sears informed me that the salesperson was new and didnt know that Sears doesnt provide <em>set-up</em> and haul away services, <em>even</em> <em>though</em> I had been charged for those services. I then went up to the store and they informed me that they would cancel the purchases and close the credit card account and there would be no fees. \nIn late <em>XXXX</em> I received a credit report that showed a delinquent charge with an unpaid balance."]},"sort":[17.079939,"2846796"]},{"_index":"complaint-public-v1","_id":"7370930","_score":16.976627,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I was about to move across country when my XXXX broke. I went online to buy another one, and was offered a payment plan by Apple. I accepted the offer and used my current email address on the application. My XXXX arrived, I moved across country and went about my life. Unfortunately, Apple was sending billing statements to the old email account that was used to originally setup my apple account, instead of the new email I used on the credit app, and I never received a bill. It took a few mohths before I finally realized that I had not recieved a bill, so I called apple and paid the entire account in full. I asked the agent on the phone if everything was taken care of, or if I needed to do anything further, and she assured me all was good and this would not affect my credit. \n\nMonths later, even though I had not recieved any bills to my email or phyiscal mailing address, there was a 30 and 60 day late notice on my credit report from Apple. When I called to find out why, apparently there was an interest charge of around XXXX cents that did not get paid off when I had called to pay off the account previously. I paid the XXXX cents and closed the account. Now apple refuses to remove those late transactions from my credit report because my account is closed.","date_sent_to_company":"2023-08-08T14:57:32.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"15216","tags":null,"has_narrative":true,"complaint_id":"7370930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-08-08T14:31:47.000Z","state":"PA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I asked the agent on the phone if everything was taken care of, or if I needed to do anything further, and she <em>assured</em> me all was good and this would not affect my credit. \n\nMonths later, <em>even</em> <em>though</em> I had not recieved any bills to my email or phyiscal mailing address, there was a 30 and 60 day late notice on my credit report from Apple."]},"sort":[16.976627,"7370930"]},{"_index":"complaint-public-v1","_id":"11966665","_score":16.399433,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/year>, I submitted my mortgage payment of {$3000.00} to XXXX XXXX XXXX/LoanCare via ACH payment setup. However, on XX/XX/year>, the payment was unexpectedly refunded, and a late fee was assessed, even though I had sufficient funds in my account at the time of the transaction. \n\nI was never notified of the returned payment or the late fee until attempting to submit my XX/XX/year> payment, at which point I was informed that my account was marked delinquent for XXXX. Upon speaking with a LoanCare representative on XX/XX/year>, I provided bank statements proving sufficient funds and was assured that my late fee would be waived and the delinquent status corrected. I immediately paid both the XXXX and XXXX payments in full as advised. \n\nDespite this, I later discovered that the delinquency was still reported to the credit bureaus, negatively impacting my credit score. I contacted my financial institution, which confirmed that the original XXXX payment was never returned and that LoanCare did not process any refund to my account. \n\nI have since provided all supporting documentation to LoanCare, including bank statements confirming funds availability, yet the delinquency remains on my credit report. LoanCare has failed to correct this error, despite acknowledging the possibility of a clerical mistake. \n\nThis clerical error has unfairly impacted my credit history despite my long-standing record of on-time payments. I expect a prompt resolution to this matter.","date_sent_to_company":"2025-02-06T22:49:18.000Z","issue":"Incorrect information on your report","sub_product":"FHA mortgage","zip_code":"902XX","tags":null,"has_narrative":true,"complaint_id":"11966665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2025-02-06T22:00:32.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["On XX/XX/year>, I submitted my mortgage payment of {$3000.00} to <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>/LoanCare via ACH payment <em>setup</em>. However, on XX/XX/year>, the payment was unexpectedly refunded, and a late fee was assessed, <em>even</em> <em>though</em> I had sufficient funds in my account at the time of the transaction. \n\nI was never notified of the returned payment or the late fee until attempting to submit my XX/XX/year> payment, at which point I was informed that my account was marked delinquent for <em>XXXX</em>."]},"sort":[16.399433,"11966665"]},{"_index":"complaint-public-v1","_id":"4668884","_score":16.2108,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have a Bank of America credit card that I've used since XX/XX/2018. The very first things I do when I get a credit card is setup the online account access and setup recurring automatic payments from my checking account. I did the same for this Bank of America credit card. I had automatic recurring payments to pay my full statement balance. I used the credit card in XXXX for a small charge of {$40.00}. I don't check my online account because since the very beginning it has been setup to pay the full statement balance. Two months later, in XXXX I check my credit score and it seemed to drop over 50 points from two different credit bureaus. I log on and there was XXXX missed payment from Bank of America. It was that {$40.00} charge. \n\nI immediately log onto the Bank of America XXXX and pay the bill and call customer service to explain what happened. Bank of America flagged my account and rerouted the call to the collections department, even though I had already payed the bill on the app. He wasn't able to help and he redirected me to a different department to file a compliant. It turns out that the complaint is just to complain and give feedback, not to actually file a resolution. This wasn't helpful at all for me. This person shared with me that the reason why this missed payment occurred was because I hadn't used my credit card in a while and due to that, the automatic payments could've failed. This person transferred me to another person who also couldn't help and then ultimately transferred me to someone else who helped me file a ''Credit Bureau Dispute ''. My case number with Bank of America is XXXX. This person assured me that due to me looking for my mortgage in the near future and since my credit score dropped over 50 points due to no fault of my own, that someone would reach out to me via phone within 1 week to discuss this matter and find a resolution. I get no phone call and end up calling back customer service and after giving the case number and explaining the situation, they just say that they can't help me and to wait for a letter in the mail and this could take up to one month. This is unacceptable. I have over 15 credit cards and over {$70000.00} in credit available to me by over a dozen financial institutions. Never has any of my automatic payment systems failed with any of them. It's ridiculous that for someone who has utilized the system and done everything correctly with Bank of America, that they have no internal processes in order to fix their errors in this matter. Ive been bounced around different departments like cattle. Absolutely horrific.","date_sent_to_company":"2021-08-28T06:44:26.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"10461","tags":null,"has_narrative":true,"complaint_id":"4668884","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-08-28T02:20:10.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["I have a Bank of America credit card that I've used since <em>XX/XX</em>/2018. The very first things I do when I get a credit card is <em>setup</em> the online account access and <em>setup</em> recurring automatic payments from my checking account. I did the same for this Bank of America credit card. I had automatic recurring payments to pay my full statement balance. I used the credit card in <em>XXXX</em> for a small charge of {$40.00}."]},"sort":[16.2108,"4668884"]},{"_index":"complaint-public-v1","_id":"2579052","_score":15.81396,"_source":{"product":"Mortgage","complaint_what_happened":"In a previous request ( XXXX XXXX ) I requested my mortgage company, Suntrust, to draft my monthly payment from my Savings account instead of my Checking account at XXXX XXXX XXXX XXXX XXXX. Suntrust acknowledge the change and verbally assured me the XXXX XXXX draft would come of Savings. In XXXX XXXX Suntrust Mortgage did not withdraw the funds from Savings and instead withdrew it from Checking. I did not have the funds in Checking so I received NSF fees in the amount of {$60.00}. I brought this error to Suntrust 's attention and my issue was not resolved as Suntrust concluded they had withdrawn the money from the correct account. Suntrust was 100 % wrong. In my frustration I removed the automatic drafting by Suntrust. I intended on paying Suntrust by ACH from my bank XXXX XXXX. On the next payment I found out Suntrust will not accept ACH payments from banks. I had to make a 1 time payment from the Suntrust site for my mortgage. Therefore, I signed-up on line with Suntrust again to withdraw payment from my XXXX XXXX SAVINGS account. This was a brand new set-up so I had high hopes it would actually work correctly. I received a confirmation letter from Suntrust they would withdraw, effect XXXX, payments from my account type S for SAVINGS ( please see attachments ). The next payment, XXXX, Suntrust AGAIN withdrew money from my Checking instead of my Savings. However, I knew this would be the case so I had the money in the account or else I would have AGAIN received NSF charges. Suntrust was wrong again, even on a brand new draft set-up request. This proves that though I am signed up properly to use my Savings account as the source of funds Suntrust still takes the money from my checking. I want the {$60.00} in NSF fees in the original dispute to be returned to me as I signed up properly then and they were wrong and they are wrong again. I have attached notices and bank statements showing the drafts were ALL from XXXX XXXX Checking ( C ) instead of XXXX XXXX Savings. ( S ).","date_sent_to_company":"2017-07-19T19:18:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"82601","tags":null,"has_narrative":true,"complaint_id":"2579052","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SUNTRUST BANKS, INC.","date_received":"2017-07-19T19:12:29.000Z","state":"WY","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 received a confirmation letter from Suntrust they would withdraw, effect <em>XXXX</em>, payments from my account type S for SAVINGS ( please see attachments ). The next payment, <em>XXXX</em>, Suntrust AGAIN withdrew money from my Checking instead of my Savings. However, I knew this would be the case so I had the money in the account or else I would have AGAIN received NSF charges. Suntrust was wrong again, <em>even</em> on a brand new draft <em>set-up</em> request."]},"sort":[15.81396,"2579052"]},{"_index":"complaint-public-v1","_id":"13811138","_score":15.567014,"_source":{"product":"Credit card","complaint_what_happened":"I applied for a small business credit card with Bank of America on XX/XX/year>. Upon approval, I found in the online account that I had been set up for an account with a corporate billing structure for a sole proprietorship. I immediately called Bank of America and spoke with an agent about this. I applied for this card solely to process a payment with the US government for taxes. I knew that the US Treasury assed higher fees for corporate credit cards. The agent assured me multiple times that the billing setup was a corporate structure but that this was not a corporate credit card, that it would not bill as a corporate credit card, and that vendors and merchants would not process it as a corporate credit card. I made a payment on XX/XX/year> and was assessed a fee for {$140.00} because this was a corporate credit card. \n\nI immediately called Bank of America and ended up in a very long conversation with XXXX XXXX employee id XXXX ) who informed me that I had a corporate account. That this was how all small businesses were treated. That it was good for me. That Bank of America customer service credits do not exist and that they are against company policy unless directly associated with a fee from Bank of America. I was informed that Bank of America takes no responsibility for accurate explanation of its contracts with clients. \n\nAnother call on XX/XX/year> with XXXX ( employee ID XXXX ) involved multiple occasions of her telling me that my issue was completely understood but it was not the fault of Bank of America. I was encouraged to dispute the charge with the US Treasury, even though I identified that the Treasury charge was made to this corporate account fairly, but I was assured multiple times by Bank of America that I did not have a corporate account. To dispute the charge, as recommended by Bank of America, may constitute fraud. XXXX confirmed that my complaint has been filed, but before they can discuss anything about the fee, I must pay off my full balance with the credit card. When asked why I needed to pay off my 0 % APR balance to receive customer service, I was put on hold. No resolution was made. I was told no one at the company was available to speak further on this, assist to resolve my issue, or add a customer service credit to the account.","date_sent_to_company":"2025-05-30T10:40:50.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"243XX","tags":null,"has_narrative":true,"complaint_id":"13811138","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-05-30T10:17:28.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["Another call on XX/XX/year> with <em>XXXX</em> ( employee ID <em>XXXX</em> ) involved multiple occasions of her telling me that my issue was completely understood but it was not the fault of Bank of America. I was encouraged to dispute the charge with the US Treasury, <em>even</em> <em>though</em> I identified that the Treasury charge was made to this corporate account fairly, but I was <em>assured</em> multiple times by Bank of America that I did not have a corporate account."]},"sort":[15.567014,"13811138"]},{"_index":"complaint-public-v1","_id":"2901605","_score":15.110368,"_source":{"product":"Mortgage","complaint_what_happened":"I have automatic ACH payment processing setup with my mortgage company, PHH Mortgage. The payment is configured to draft from my checking account on the XX/XX/XXXX of each month. In the management section of the website where one can configure their payments, there is an option for additional principle payment along with your standard monthly mortgage payment. \n\nThe day after my XXXX payment ( {$2500.00} ) was processed, I configured an additional principle payment of {$43000.00}. In the beginning of XXXX, {$45000.00} was debited from my account. This was expected as it is the sum total of my standard monthly payment with the extra principle I chose to pay. On XX/XX/XXXX, I logged into their account management website and removed the {$43000.00} additional interest payment, as I wanted it to be a one time payment. \n\nOn XX/XX/XXXX, PHH Mortgage again attempted to debit my account for {$45000.00}. Upon calling them, they acknowledged their mistake and assured me it would not happen again. I explained to them that I was extremely unhappy as their mistake had caused both of my accounts to be overdrawn, essentially freezing all of my available funds and that I did not want this to happen again. They assured me once again that the issue had been addressed on their end and that the ACH payment would not be retried. \n\nOn XX/XX/XXXX, they once again attempted to debit my account for {$45000.00}, again overdrafting my accounts and freezing all available funds. All of my funds have been frozen for at least 4 of the last 7 days because PHH refused to proactively intervene. \n\nI understand mistakes happen, however, there are a couple of issues that concern me here : First, they did not process my request to remove the additional principle payment until XX/XX/XXXX even though i initiated this change on their website more than two weeks prior. This would indicate to me that while I am making changes to my account electronically, there is still some sort of manual process being followed on their end that requires human intervention. I would suspect that there are federal regulations regarding this sort of thing to which PHH is not in compliance.\n\nSecondly, PHH indicated to me that once an ACH is initiated on their end, they have no control to stop it or the subsequent retry attempts that may result from NSF situations. Again, I would suspect that this is not true and that there are probably federal banking regulations to which PHH is not in compliance.","date_sent_to_company":"2018-05-09T05:56:37.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"92688","tags":"Servicemember","has_narrative":true,"complaint_id":"2901605","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PHH Mortgage Services Corporation","date_received":"2018-05-09T05:13:02.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I understand mistakes happen, however, there are a couple of issues that concern me here : First, they did not process my request to remove the additional principle payment until XX/XX/<em>XXXX</em> <em>even</em> <em>though</em> i initiated this change on their website more than two weeks prior. This would indicate to me that while I am making changes to my account electronically, there is still some sort of manual process being followed on their end that requires human intervention."]},"sort":[15.110368,"2901605"]},{"_index":"complaint-public-v1","_id":"9006168","_score":14.424403,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I ordered XXXX, through XXXX, internet access. The equipment, XXXX and wiring, was supplied at no charge. Equipment arrived in a box on XX/XX/XXXX. I did not open the box as my current internet provider was available through the end of the month. \n\nOn XXXX I opened the box to setup the equipment and found that the XXXX was damaged. I contacted XXXX by phone on XXXX to order a new XXXX I was told I could get a new modem from the nearest XXXX store, but declined as it is over a XXXX XXXX XXXX. I opted to have a new one mailed. I was directed to ship the damaged modem back. I dropped the modem off at a XXXX store on XXXX. \n\nI never received a new modem, so on XX/XX/XXXX I contacted XXXX by chat. I was told that they would mail out a new modem at that time. \n\nOn XX/XX/XXXX I receive an email thanking me for my payment of {$35.00}. This payment posted onto my checking account on XX/XX/XXXX. Even though I hadn't even set up a XXXX yet, therefore not using their XXXX. \n\nA new XXXX never arrived, so on XX/XX/XXXX I again contacted XXXX by chat. I escalated this up through a supervisor, who assured me that I would receive a new XXXX by mail. And was told they would credit my account the {$35.00} charged on XX/XX/XXXX. I was given a XXXX reference number ( XXXX ). \n\nXXXX week later I still had not received a new XXXX. I once again contacted XXXX, on XX/XX/XXXX by phone, to cancel my service. I was told that all debits would stop and that a refund of {$35.00} would post to my account within XXXX days. On the same day I received a cancellation email from XXXX. \n\nI never received a refund, so on XX/XX/XXXX I disputed the charge with PNC bank. I gave them the brief rundown with XXXX shortcomings. \n\nOn XX/XX/XXXX I received a denial of my dispute and the {$35.00} charge would stand due to Schedule \" E ''. I contacted my bank on XX/XX/XXXX to request documents for the denial and was told there are no documents and the letter I received would suffice. \n\nOn XX/XX/XXXX, I received another email from XXXX thanking me for my payment of {$62.00}. I have put a stop payment in for this debit.","date_sent_to_company":"2024-05-14T16:59:42.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"46062","tags":"Servicemember","has_narrative":true,"complaint_id":"9006168","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2024-05-14T15:58:53.000Z","state":"IN","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["On XX/XX/<em>XXXX</em> I receive an email thanking me for my payment of {$35.00}. This payment posted onto my checking account on XX/XX/<em>XXXX</em>. <em>Even</em> <em>though</em> I hadn't <em>even</em> set up a <em>XXXX</em> yet, therefore not using their <em>XXXX</em>. \n\nA new <em>XXXX</em> never arrived, so on XX/XX/<em>XXXX</em> I again contacted <em>XXXX</em> by chat. I escalated this up through a supervisor, who <em>assured</em> me that I would receive a new <em>XXXX</em> by mail. And was told they would credit my account the {$35.00} charged on XX/XX/<em>XXXX</em>."]},"sort":[14.424403,"9006168"]},{"_index":"complaint-public-v1","_id":"2938687","_score":14.309313,"_source":{"product":"Checking or savings account","complaint_what_happened":"On 6 different occasions CitiBank had contacted me by mail, or through their website when I login asking for information for their \" Know Your Client '' initative. I have provided the same information over and over to them. I have been to my local branch working with their representative to solve the issue as well with no avail. As of XX/XX/XXXX they indicated that if I don't provide additional information they would freeze my account. \n\nBeing very frustrated, I still decided to contact them again and provide the same information over. the representative who was offshore assured me that they have all the information they need and nothing else was needed. Thursday, XX/XX/XXXX Logged into my account to see all 3 of my accounts have been frozen. I can't pay my bills, I can't wire money to may account which causes an issue since many of the creditors I pay have ACH setup. \n\nI went back to the branch again and the the representative XXXX XXXX apologized and made every attempt to resolve the issue by making phone calls internally. She indicated this could take hours and that she would call me back. I got an email form the VP of the Branch XXXX XXXX XXXX on Friday saying that he was working on the issue. \n\nI even called the XXXX # and connected with the representative that would not allow me to speak to a supervisor. I got hung up on and called again and connected with a Supervisor who said they needed a copy of my driver 's license which I emailed to them immediately and got a confirmation. I was told that someone would call me on Friday to give me an update or to let me know when my account was unfrozen. As of right now no one has called me, my account is still frozen. I have bills that I am unable to pay including a mortgage. \n\nI have been a client of CitiBank since XXXX they are the only bank I use for my personal banking, I have 3 account with them all my income, and expenses is processed though their account.","date_sent_to_company":"2018-06-18T15:23:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"20191","tags":null,"has_narrative":true,"complaint_id":"2938687","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-06-18T15:02:45.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I have been a client of CitiBank since <em>XXXX</em> they are the only bank I use for my personal banking, I have 3 account with them all my income, and expenses is processed <em>though</em> their account."]},"sort":[14.309313,"2938687"]},{"_index":"complaint-public-v1","_id":"14485034","_score":14.29782,"_source":{"product":"Checking or savings account","complaint_what_happened":"PNC Bank Business Bonus Denied Despite Fulfilling All Terms Misleading Statement Cycle Application. Dear Consumer Financial Protection Bureau, I am submitting a complaint against PNC Bank for failing to honor a business checking account promotion, despite my full compliance with the stated requirements. I believe I have been misled regarding the application of the promotion 's \" three statement cycles '' requirement, similar to manipulative tactics I've encountered at other banks. \n\nPromotion Terms ( as advertised ) : Open a new PNC business checking account. \n\nFund the account with a required minimum amount ( as per the promotional tier ). \n\nComplete 10 debit card transactions within the first 3 statement cycles. \n\nWhat Happened : I opened the account on XX/XX/year> after booking an appointment with a bank specialist. Due to the late appointment and extended account setup time, I was assured that my first statement cycle would begin the following month ( XXXX ), not in XXXX. \n\nHowever, PNC later issued a partial first statement cycle from XX/XX/year>, only 4 days long. \n\nI spoke directly with a PNC representative, who explicitly told me this partial XXXX cycle would NOT count toward the three promotional statement cycles. \n\nBased on this guidance, I funded the required amount in XXXX and completed all XXXX debit card transactions during the XXXX and XXXX cycles. \n\nDespite following all instructions in good faith and being told I was on track I never received the bonus. \n\nWhy This Is Wrong : PNC applied the XXXX XXXX cycle as the first full statement cycle, even though I was told otherwise and had no reasonable opportunity to complete the required transactions during that time. \n\nThis tactic mirrors other banks misleading practices where partial or inactive cycles are used to limit customers ability to qualify, despite fulfilling the actual intent of the promotion. \n\nI acted in good faith, relied on direct communication from the bank, and met every listed requirement but was denied the bonus due to what appears to be a bait-and-switch or misrepresentation of cycle timing.","date_sent_to_company":"2025-07-07T20:52:26.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"33321","tags":null,"has_narrative":true,"complaint_id":"14485034","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2025-07-07T20:30:22.000Z","state":"FL","company_public_response":null,"sub_issue":"Didn't receive terms that were advertised"},"highlight":{"complaint_what_happened":["Based on this guidance, I funded the required amount in <em>XXXX</em> and completed all <em>XXXX</em> debit card transactions during the <em>XXXX</em> and <em>XXXX</em> cycles. \n\nDespite following all instructions in good faith and being told I was on track I never received the bonus. \n\nWhy This Is Wrong : PNC applied the <em>XXXX</em> <em>XXXX</em> cycle as the first full statement cycle, <em>even</em> <em>though</em> I was told otherwise and had no reasonable opportunity to complete the required transactions during that time."]},"sort":[14.29782,"14485034"]},{"_index":"complaint-public-v1","_id":"1347291","_score":14.203776,"_source":{"product":"Credit card","complaint_what_happened":"I had set up autopay for my credit card online with Commerce Bank. On XXXX XXXX, Commerce showed that my payment had gone through in their system. On the XXXX of XXXX, I learned that the payment had been reversed. I contacted Commerce to what the situation was. I went through my routing information with them to learn that my auto pay was XXXX digit off. The support staff was helpful and they changed my autopay routing number over the phone and then deducted the original payment as desired. \n\nMy next auto pay was set to occur on XXXX XXXX. I logged onto my online account on XXXX XXXX to make sure everything was all set only to find out that my auto pay had been cancelled. I re-setup the auto pay but it said my XXXX payment was to go in effect on XXXX XXXX. There were no other options to immediately pay online so I contacted Commerce support again. I stated to him exactly what had happened and that I needed to confirm that my payment would be occurring on the XXXX of XXXX. He assured me that it would come out the next day and I again explained that the online system showed it would n't come out until XXXX XXXX. He again assured me that the payment would come out on XXXX XXXX. I asked for some sort of confirmation number and he stated that he was unable to provide anything but again assured me that my payment would come out. \n\nNot believing a lick that he was telling me, I emailed customer care telling them : '' -- - Original Message -- -Sent : XXXX/XXXX/2015 XXXXTo : CBISubject : Account InformationI just wanted to leave a message for you regarding my autopay. This will serve as notice if my bank account is not debited tomorrow ( XXXX/XXXX/15 ) that I have indeed attempted to pay on time. On XXXX/XXXX/15, I logged in to confirm what date my autopay would go through. At the time, it appeared that my autopay had been cancelled so I reset it up, however, it showed that my next payment would be XXXX/XXXX/15. There was no other means to allow me to pay online so I contacted customer support over the phone today, XXXX/XXXX/15, to confirm when my payment would be made. The support specialist today me that my payment should come out tomorrow even though online it shows that my next payment is coming out on XXXX/XXXX/15. I asked the customer support person to make a note that I confirm my payment would be coming out tomorrow. If for some reason, it does not and Commerce charges me an overdraft fee, I will notify the CFPB and this email will be included in that complaint. I hate to be pessimistic but I am concerned as the payment online shows XXXX/XXXX/15. \" Sure enough Commerce did n't deduct my payment on the XXXX and charged me a late fee. Additionally, I was being charged interest on a balance that should have been lower. Thus, I was fraudulently charged interest in addition to the late fee. This is horrible business practices full of deceit.","date_sent_to_company":"2015-04-25T21:36:12.000Z","issue":"Late fee","sub_product":null,"zip_code":"58102","tags":null,"has_narrative":true,"complaint_id":"1347291","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"COMMERCE BANK","date_received":"2015-04-25T21:36:11.000Z","state":"ND","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["At the time, it appeared that my autopay had been cancelled so I reset it up, however, it showed that my next payment would be <em>XXXX</em>/<em>XXXX</em>/15. There was no other means to allow me to pay online so I contacted customer support over the phone today, <em>XXXX</em>/<em>XXXX</em>/15, to confirm when my payment would be made. The support specialist today me that my payment should come out tomorrow <em>even</em> <em>though</em> online it shows that my next payment is coming out on <em>XXXX</em>/<em>XXXX</em>/15."]},"sort":[14.203776,"1347291"]},{"_index":"complaint-public-v1","_id":"1920539","_score":14.184588,"_source":{"product":"Mortgage","complaint_what_happened":"Ditech now offers a bi-weekly autopay option. I decided this was a good option, especially since I like to pay extra on my principal each month and this would work out to have extra payment made each year. My first autopay was scheduled to come out XXXX XXXX. The email I received stated confirmed the autopay and stated that the full payment amount of XXXX would come out on XXXX XXXX. This made sense, as the full payment was due on the XXXX of the month. We noticed that only half the payment came out of our bank on XXXX XXXX. On XXXX XXXX I called Ditech for XXXX reasons : 1 ) the XXXX XXXX payment of {$620.00} was not applied to my Ditech account and 2 ) to determine if the remaining balance of {$520.00} should be paid to get the account current. Note : the next XXXX autopay dates were scheduled for XXXX XXXX and XXXX XXXX in the amounts of {$620.00} to provide an extra {$100.00} to the principal each month. When I spoke with the customer service representative, she did n't think a late fee would be charged since I was set-up on bi-weekly autopay. I asked her to check. She discovered that I did need to bring the account current, and I paid another {$520.00}, making my full monthly payment of {$1100.00}. She stated there was a glitch in the system, and that my payment should now post. I asked her to make sure that my next two payments would post as XX/XX/XXXX 's payment since I was previously told that early payments would be treated as extra payment. She assured me that they would be counted toward my XX/XX/XXXX payment. I spent 22 minutes on the phone with her and was assured that everything was fixed. On XXXX XXXX I called Ditech again after receiving our XX/XX/XXXX statement to ensure that everything was straightened out. I spoke to a customer service representative who assured me the payment on XX/XX/XXXX had posted to my XX/XX/XXXX payment, that I was current, and that my XXXX XXXX & XXXX payment should post toward my XXXX payment. On XXXX XXXX at XXXX a.m. XXXX, I called Ditech again to ensure that all was well. Ditech 's automated message stated my payment in the amount of {$620.00} was received on XXXX XXXX, and that my payment of {$2300.00} was due on XXXX XXXX, even though Ditech received {$2400.00} from me in XX/XX/XXXX for my XX/XX/XXXX & XX/XX/XXXX payments. I attempted to speak to customer service, but it said I needed to call during normal business hours. According to the Ditech statement and website, their Saturday hours are XXXX. - XXXX CST. I called back thinking there must have been a mistake as I was calling during their business hours, and got the same message. Unable to reach Ditech via phone, I emailed their customer service on XXXX XXXX and am still awaiting a response other than my message was received. I was unable to call Ditech on Monday or Tuesday ( XXXX XXXX and XXXX ) due to a business trip, but called them at XXXX. CST on Wednesday, XXXX XXXX. I spoke with XXXX in the Arizona office. He started looking into my payments, and stated \" I see that you decided to make incremental payments, is that correct? '' I told him that it was incorrect, as I set-up bi-weekly autopay and had paid my XX/XX/XXXX and XX/XX/XXXX payment in full. I spent 25 minutes on the phone with XXXX while he worked to figure out what had happened and why my account was showing {$2400.00} had not been applied and that I was 40 days past due, when I had called twice XX/XX/XXXX about this. He stated there were several changes in the company and that the department resolving customer issues was delayed in getting the issues fixed. He mentioned that a request to fix my account and payment issues was sent on XXXX XXXX and still pending. XXXX was going to send this to his supervisor with a request to escalate. I am supposed to check back in a week to ensure the glitches have been fixed.","date_sent_to_company":"2016-05-11T21:05:48.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"657XX","tags":null,"has_narrative":true,"complaint_id":"1920539","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ditech Financial LLC","date_received":"2016-05-11T21:05:47.000Z","state":"MO","company_public_response":"Company believes complaint represents an opportunity for improvement to better serve consumers","sub_issue":null},"highlight":{"complaint_what_happened":["Ditech 's automated message stated my payment in the amount of {$620.00} was received on <em>XXXX</em> <em>XXXX</em>, and that my payment of {$2300.00} was due on <em>XXXX</em> <em>XXXX</em>, <em>even</em> <em>though</em> Ditech received {$2400.00} from me in XX/XX/<em>XXXX</em> for my XX/XX/<em>XXXX</em> & XX/XX/<em>XXXX</em> payments. I attempted to speak to customer service, but it said I needed to call during normal business hours. According to the Ditech statement and website, their Saturday hours are <em>XXXX</em>. - <em>XXXX</em> CST."]},"sort":[14.184588,"1920539"]},{"_index":"complaint-public-v1","_id":"1300675","_score":13.53724,"_source":{"product":"Consumer Loan","complaint_what_happened":"During deployment turning in my SCRA documents was misleading and stressful.I did n't get info to do so until I was XXXX and away from home. I 've tried contacting the company to make payments.Back in XXXX I even had a customer service agent take XXXX payments without permission resulting in bounced checks and over drafts with my bank. I have to get a new bank account because of this so I could pay bills. I was told my account is under audit and I could n't getme account info or make accept payments at the time. I had the we can take payments / we will differ a paymen to help you catch up a few time while deployed. Then I 'm in Texas going through my XXXX when I finally get help from someone. At that time I 'm told I 'm XXXX payments behind! I 'm told they can differ a payment and help me get caught up. Before that could happen though they would have to take a payment to keep me out of repo and call me back about the deferment. i was never called back again except for another payment. To where at the beginning of XXXX I made a payment around the XXXX and setup XXXX for the XXXX. This was going to get the current for the month of XXXX. Meaning I still owed a payment for the XXXX XXXX payment date. I tell the customer service agent that as of XXXX XXXX XX/XX/2015 I 'm off active orders and told him I would try making both payments XXXX XXXX. He assured that will get on track. XXXX XXXX I get XXXX letters XXXX stating my intrest rate changed and a bill dated XXXX/XXXX/XX/XX/2015 that I now owe XXXX by XXXX/XXXXXX/XX/2015 and my payment is in collection. I called and was told a manager would look at my account and call me back XXXX XXXX of XXXX. XXXX XXXX I 've had to call them. Collections tells me I owe XXXX and they transfer me finance. I 'm told my account has never been audited and my payment is n't XXXX ( results of a \" descrepancy from a retina audit '' letter sent XXXX ) it 's not XXXX per the bill sent XXXX. Actually it 's XXXX as of XXXX w/ XXXX as current owed","date_sent_to_company":"2015-03-25T18:17:58.000Z","issue":"Managing the loan or lease","sub_product":"Vehicle loan","zip_code":"296XX","tags":"Servicemember","has_narrative":true,"complaint_id":"1300675","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CarFinance Capital LLC, Irvine, CA Branch","date_received":"2015-03-25T18:17:57.000Z","state":"SC","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Then I 'm in Texas going through my <em>XXXX</em> when I finally get help from someone. At that time I 'm told I 'm <em>XXXX</em> payments behind! I 'm told they can differ a payment and help me get caught up. Before that could happen <em>though</em> they would have to take a payment to keep me out of repo and call me back about the deferment. i was never called back again except for another payment. To where at the beginning of <em>XXXX</em> I made a payment around the <em>XXXX</em> and <em>setup</em> <em>XXXX</em> for the <em>XXXX</em>."]},"sort":[13.53724,"1300675"]},{"_index":"complaint-public-v1","_id":"18312509","_score":13.426662,"_source":{"product":"Debt collection","complaint_what_happened":"This complaint is two-fold, involving the original creditor XXXX and secondly their collation agency XXXXXXXX XXXX XXXX XXXXXX/XX/year> I thought I canceled my service of 14 years with XXXX. I attempted in person and when I was told I had to call in, I did so and canceled my services. I ported my phone out to another carrier successfully and confirmed over the phone with the XXXX representative that my my ex-wife ( who had still been a family member of my plan up until that point ) would not lose her services. The representative in XXXX assured me : 1. the objective of my 1 line no longer being with XXXX was done 2. My bills were satisfied and I would no longer be charged, that my ex wife would be taking over the account 3. My automatic payments would cease. \n\nBecause this phone bill was setup for automatic payment on a credit card that was also setup for autopay from my bank ( and an account I don't keep track of closely ), I didn't realize I had continued to be billed until XX/XX/year>. I immediately called XXXX in XXXX to try and figure out the discrepancy, to the point of having a 3 way conversation with me, XXXX, and my ex wife to close out the account in the way that we had already understood it to have been completed months prior. We again were assured all bills had been paid, the line was completely in the name of my ex wife, and that I bore No responsibility for anything at that time or in the future. We again confirmed my credit card was deleted from the file and would no longer be charged ( even though that was the promise We had received by the same company months prior. In that XXXX phone call there was zero effort to rectify any outstanding bills because it was confirmed there weren't any to pay, again, just like in XXXX. I had unwittingly been paying for XXXX lines with XXXX  that I had zero use of or control of for months. Albeit a waste of money on my end, I didn't argue it at the time because I just wanted it over with. This should've been closed in XX/XX/year> when my ex and I started the process. I don't have a relationship with my ex now, nor did in XXXX or XXXXXXXX XXXX XXXX so this needed to be over with. \n\n\nFinally, again after having been reassured multiple times over the phone and on multiple occasions both in person and with XXXX phone customer service, we assumed that a company I had a 14 year relationship with and zero missed and probably zero late payments, we assumed everything was rectified and moved on. \n\nHowever, my experience in XXXX should've been a prelude to what happened more recently. \n\nXXXX sent me to collections over an unpaid bill they sent on XX/XX/year>. XXXX made zero attempt to send me a single late notification. They assured me I didn't owe anything even after this bill was generated, and after they'd already twice assured me all bills were paid, and once months prior assured me all my requests were resolved and balanced. \n\nI only found out about the collection as I'm trying to refinance my mortgage and it was on my credit report. I have never had a collection. I had perfect credit. I tried every way I could to navigate a process to close my account and remove my only last connection with my ex wife to be pushed around and walked over and put through a seemingly impossible task for something that should've been insanely simple. \n\nI tried calling XXXX and resolving this through their customer service again, escalating it as high as they would allow me to only to be told their hands were tied. \n\nI tried to cancel in XX/XX/year>, thought we did everything, were told at the time we did, only to find out months later and several XXXX dollars out of my pocket wasted to a multi XXXX dollar company that they wouldn't take our admit fault for their mistake or work to resolve a negative customer service issue. Instead they took my money for no service rendered, then continued to tell me I didn't owe anything and that they'd fix it, while simultaneously still billing me and then sending me to collections without any communication regarding billing or payment owed or anything. \n\nAs the collection issue has unfolded over this past week and a half, I was provided only a physical address I can write to, and wait. Meanwhile I'm losing my opportunity to refinance my mortgage and am losing out on thousands financially for a {$120.00} phone bill that I should've never received if XXXX cancelled my account during the original request in XX/XX/year>. \n\nIf they had my wrong mailing address, they could've made an effort to check that in XX/XX/year>, but didn't. They could have tried calling me. They could have tried emailing me. None of my contacts changed through any of this. They didn't seem to care on multiple occasions of my legitimate concerns that they were failing me as a customer, and failed on multiple occasions and platforms. I'm the only one having to pay for their mistakes and it isn't right. \n\nI don't know where this stands as a legal matter, but this is highly deceptive practices on multiple levels, not just service. I'm not responsible for this collection on my credit report and it needs to be removed. XXXX needs to go listen to those phone calls where I tried to cancel services and own up to their broken promises and assurances and take responsibility for their failed service instead of shirking it back onto me and ruining my life. \n\n\n\n\nXXXX : Still have yet to receive any sort of confirmed communication from this collection agency. I have had zero mail communication about any collection from them, and zero phone calls, or voicemail, or text messages from them. \n\nThe first and only way I've been informed about this collection was via my credit report when I pulled it myself in process of a mortgage refinance that I can not qualify for with this open, uncalled for collection on my report.","date_sent_to_company":"2025-12-27T04:42:40.000Z","issue":"Written notification about debt","sub_product":"Telecommunications debt","zip_code":"804XX","tags":null,"has_narrative":true,"complaint_id":"18312509","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Amsher Collection Services, Inc.","date_received":"2025-12-27T04:16:44.000Z","state":"CO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Didn't receive notice of right to dispute"},"highlight":{"complaint_what_happened":["However, my experience in <em>XXXX</em> should've been a prelude to what happened more recently. \n\n<em>XXXX</em> sent me to collections over an unpaid bill they sent on XX/XX/year>. <em>XXXX</em> made zero attempt to send me a single late notification. They <em>assured</em> me I didn't owe anything <em>even</em> after this bill was generated, and after they'd already twice <em>assured</em> me all bills were paid, and once months prior <em>assured</em> me all my requests were resolved and balanced."]},"sort":[13.426662,"18312509"]},{"_index":"complaint-public-v1","_id":"2938441","_score":13.312901,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I had recently moved to XXXX from XXXX XXXX. I was making a purchase in XXXX, at a XXXX in XXXX blocks from my new residence. The total balance was {$58.00}. The cashier offered a store credit card and debit card both of which came with purchase discount that would apply to that sale. I opted for the debit card only. He took my driver 's license for ID and asked me for a voided check which was required to set up the debit card. I still had an XXXX Driver 's license. My check had my current XXXX  address. \n\nHe assured me the license was only to be used for proof of identification. The address and information on the check would be used for debit card account set up. I completed the purchase and received a XXXX receipt with a transaction number as proof of account set up but it didn't contain details of what was set up. \n\nWeeks later after not receiving a card, I called the toll-free number called to inquire about the card whereabouts. I got a runaround because even though I could verify my identity the non-US based phone support said they could only pull up my account if I had the card number. They couldn't use a social security number etc. I inquired how to get help without the card number since the purpose of the call was to report that I didn't receive a card and I did not have a card number. I was even told they could not escalate my call to a supervisor without card number verification first. They also couldn't correct my address or do anything to my account or give me any information. \n\nI attempted to call 3 times and always got for an outsourced phone support rep who insisted that they could not help me since I didn't have the card number. \n\nI then went back to the XXXX store. I attempted to gain information there. I was given a similar runaround but finally spoke with a manager who was able to help. Based on looking at my transaction receipt she was able to inform me that they set this up as a credit card and not the debit card I originally signed up for. \n\nShe told me the credit card should have come in the mail and that is generally set up with the address on the driver 's license. I reported to her that the XXXX XXXX driver 's license was not to be used for setup purposes and that the XXXX XXXX address was a physical address but was not a mailing address. \n\nShe informed me that the store had no ability to see if the card went to XXXX or see if the cashier just had typed my address incorrectly. She also, of course, couldn't then correct any information entered by the cashier. She also informed me that I could not make a payment nor pay off the balance nor close the card because, without the actual card or card number, they would not be able to access the account. \n\nI asked her what I could do since clearly there was a card that went to a rural countryside address that doesn't receive mail or was sent to the wrong address so statements would be going to that same address, and I had no way of getting more information because I didn't have the card. \n\nShe advised that the best thing to do would be just to return all the items purchased. I went home gathered the few items that were purchased on the original transaction and returned all but {$30.00} because that item had already been used. \n\nI assumed they would get in touch with me once the card was returned back to them and or to collect the outstanding balance. In the end, after a couple of more attempts to gain information from the corporate phone number side, I gave up and honestly forgot about it. \n\nI forgot about it until a year later when I went to purchase a home and found out that I had excellent credit except for a derogatory report from this XXXX  card. \n\nI also learned that the {$30.00} balance had ballooned to {$270.00} because of late fees and service charges. \n\nI was finally able to talk to someone in the collections department a year later after they sought out figured out a way to contact me. I asked why XXXX made no attempt to contact me before the case got that far especially since they must have received the card back from the address and it was never activated? After reporting what happened in the occurrence they were unwilling to waive any of the late fees or service charges even though again I never received the card and they most certainly got it back since it was never mailed to my XXXX  address nor could it have did mailed successfully to my XXXX XXXX address. \n\nAlso, they refused to help even though I specifically requested a debit card and gave the cashier a voided personal check yet they opened up a credit card account without permission. \n\nThis XXXX incident remains the one piece of derogatory/negative information on my credit report. \n\nTheir lack of competent US phone support staffed by people who could comprehend the situation was a problem. \n\nTheir system that requires you to have a card number even when you're inquiring about not receiving a card is a major oversight in their customer service delivery model. \n\nTheir practice of not employing methods to contact a person until it goes into collections and has outrageous fees is unethical. \n\nThey were completely unaccountable for their unscrupulous practice, the {$250.00} worth of fees ( 8x the original amount ) on a {$30.00} balance and the unauthorized setup ostensibly stemming from for poor staff training and the whole thing is malicious and predatory.","date_sent_to_company":"2018-06-17T11:03:42.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"20770","tags":null,"has_narrative":true,"complaint_id":"2938441","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2018-06-17T10:33:13.000Z","state":"MD","company_public_response":null,"sub_issue":"Sent card you never applied for"},"highlight":{"complaint_what_happened":["I asked why <em>XXXX</em> made no attempt to contact me before the case got that far especially since they must have received the card back from the address and it was never activated? After reporting what happened in the occurrence they were unwilling to waive any of the late fees or service charges <em>even</em> <em>though</em> again I never received the card and they most certainly got it back since it was never mailed to my <em>XXXX</em>  address nor could it have did mailed successfully to my <em>XXXX</em> <em>XXXX</em> address."]},"sort":[13.312901,"2938441"]},{"_index":"complaint-public-v1","_id":"1982874","_score":13.223696,"_source":{"product":"Consumer Loan","complaint_what_happened":"Here is a letter I sent to Infiniti Financial XXXX Services ( XXXX ) describing the issue : The purpose of this letter is to petition Infiniti FS so they will consider removing the negative information they have listed on my personal credit report. As you can see ( Exhibit A ) my payment was reported 30 days late 2 months in a row in XXXX XXXX and in XXXX XXXX on my credit report for XXXX XXXX, and 30 days late to XXXX and XXXX. And no this is not just another letter from a customer who forgot to pay their bill and expects Infiniti to remove an accurate report of a late payment. Rather, there were extenuating circumstances which I will describe here : From the inception of my lease I signed up for the online interface and opted to have each month 's payment automatically debited from my account using your Autopay feature. You can scroll back through the payments as far back as XXXX, XXXX ( I purchased the car on XXXX XXXX, XXXX ) and see they were all debited online. In XXXX of XXXX I switched banks. Because there is often a delay when setting up an AutoPay account, I made sure to switch my bank account number online through Infiniti Finance in XXXX. As you can see from the attached Exhibit B, your website confirms that I added this current checking account on XXXX XXXX, XXXX. \nFor some reason, even though I made sure I not only added the new account but also enabled Autopay, the XXXX payment was not debited. I was not aware that this payment was late until someone contacted me from Infiniti. So on XXXX/XXXX/XXXX I authorized XXXX payments from my account, which you can see from the attached Exhibit C. I also made sure I was setup on Autopay so there would not be a glitch again. I was told that there had been some system upgrade and the representative assured me I would be OK for my future payments. I can not believe that Infiniti would go on to report my account late to the credit bureaus under these circumstances! \nIt gets worse though. Once again your system did not debit the XXXX payment from my account and I finally got a phone call in XXXX from Infiniti saying my account was late! I could not believe it! I made a payment on XXXX when I received the call and setup the Autopay feature again so the account debited my payment on XXXX. Imagine my surprise when I checked my credit report 6 months later and found the negative information. \nPlease review the exhibits I have attached so you can confirm that what I am saying is accurate. I have really enjoyed my car but the lease is up next month and the last time I was at the dealership ( 3 months ago ) to review my options, because of the negative credit info on my account from Infiniti finance I was not able to secure a preferred credit customer rate and the monthly payments they quoted me for a new Infiniti were outrageous! What a scam! At this point I am so disappointed in your unfair treatment I am going to return my lease and purchase another car brand. I feel really betrayed by the whole process as a customer who has always made her payments on time using the technology provided on your website. \n[ I sent this fax on XXXX to XXXX XXXX in Infiniti Financial services after speaking with him. I then traded in my lease and purchased an Infiniti. After the lease as fulfilled, NMAC debited an ADDITIONAL payment from my bank account which took weeks to get returned. Their system is a disaster. I sent several more faxes to get this resolved. XXXX XXXX informed me that the negative info would not be removed and this info has caused me to have a lower credit score which denied me the ability to get approved financing for my new Infiniti, for my house purchase, etc. ]","date_sent_to_company":"2016-06-23T17:25:20.000Z","issue":"Managing the loan or lease","sub_product":"Vehicle lease","zip_code":"988XX","tags":null,"has_narrative":true,"complaint_id":"1982874","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NISSAN MOTOR ACCEPTANCE COMPANY LLC","date_received":"2016-06-23T17:25:19.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["For some reason, <em>even</em> <em>though</em> I made sure I not only added the new account but also enabled Autopay, the <em>XXXX</em> payment was not debited. I was not aware that this payment was late until someone contacted me from Infiniti. So on <em>XXXX</em>/<em>XXXX</em>/<em>XXXX</em> I authorized <em>XXXX</em> payments from my account, which you can see from the attached Exhibit C. I also made sure I was <em>setup</em> on Autopay so there would not be a glitch again."]},"sort":[13.223696,"1982874"]},{"_index":"complaint-public-v1","_id":"4053693","_score":13.192138,"_source":{"product":"Checking or savings account","complaint_what_happened":"on XX/XX/XXXX I opened via their website on citi.com a checking and savings account that they were offering a XXXX signup bonus on. I followed the prompts and opened the accounts that day. After opening the accounts I used the live chat feature to confirm that my accounts qualified. I have input that dialogue below where the licensed banker confirmed I would receive my bonus on XX/XX/XXXX. I called in to inquire on XX/XX/XXXX at XXXX and spoke with a team member for 18 minutes and she confirmed on a recorded line I qualified and submitted a dispute. She let me know I would receive an answer in 5 business days. I did not see an answer of the funds so I chatted in again and that chat transcript is below where another licensed banker reviewed my case and assured me I would see this processed by XXXX. Now the bank is telling me I have the wrong product and wont be honoring the promotional bonus even though they told me multiple times and I met all qualifying activities. Please help me resolve this. The chat logs are below and are taken from my account : ou 're now connected to XXXX. \nInfo at XXXX, XX/XX/XXXX : hello I just setup a new account as looking to move from XXXX I will be transferring over funds over XXXX will the XXXX bonus automatically be deposited after? \nI also setup an accelerate savings account. is there any maximum amount in there at accrues the 2.9 % interest? \nYou at XXXX, XX/XX/XXXX : Hello XXXX. \nLet me reveiw your account first XXXX at XXXX, XX/XX/XXXX : thx You at XXXX, XX/XX/XXXX : Thank you for your patience. \nAs I check you will receive the bonus on XX/XX/XXXX XXXX  at XXXX, XX/XX/XXXX : ok sounds good You at XXXX, XX/XX/XXXX : I would like to tell you that you need to deposit the funds within 30 days from the date of opening the account and then you need to maintain that funds till 60 days and after maintaining the funds you will get the bonus within 90 day XXXX at XXXX, XX/XX/XXXX : excellent is there any maximum amount I can have in the high yield savings? \nYou at XXXX, XX/XX/XXXX : As i see Your account is in the Citi Priority Account Package and the minimum combined average monthly balance between all eligible linked deposit, retirement, and investment accounts is {$50000.00} or more for the calendar month before the last Business Day of your monthly statement period. When below the minimum balance requirement, a {$30.00} monthly service fee is assessed. \nXXXX  at XXXX, XX/XX/XXXX : understood What is the interest rate onthe savings and is there a maximum? : You at XXXX, XX/XX/XXXX : As You recently open the account so I would request you to wait for your first statement cycle once your first cycle is generated then it will show you and from our side also XXXX at XXXX, XX/XX/XXXX : im enrolled in the high yield account though correct? \nYou at XXXX, XX/XX/XXXX : XXXX XXXX at XXXX, XX/XX/XXXX : ok thank you! \nYou at XXXX, XX/XX/XXXX : Your welcome or else any issue then get back to us as we are here for your help XXXX Stay safe You're now connected to : XXXX. \nInfo at XXXX, XX/XX/XXXX : Hello As we are in the midst of this global pandemic, I hope this message finds you and your loved ones safe and healthy! How may I help you? \nXXXX at XXXX, XX/XX/XXXX : hello by chance can you or do you work on the XXXX response team I have a ticket that I need to get resolved and had a miserable time earlier with the phone reps the transcripts earlier in my message history here have all of the confimations I am missing my XXXX signup bonus that is what I need to resolve here please I hope you are well and healthy as well You at XXXX, XX/XX/XXXX : Please allow me a few minutes while I review your account. \nXXXX  at XXXX, XX/XX/XXXX : no problem. \nYou at XXXX, XX/XX/XXXX : I appreciate your patience. \n\nUpon checking your account and can see that your case is under investigation and please be assured you will get your bonus soon. \n\nAlso let me go ahead and raise the complaint regarding your bonus. \nXXXX at XXXX, XX/XX/XXXX : do you work on the team that handles that if not can you transfer me to them You at XXXX, XX/XX/XXXX : Please be assured your case is under processing and i am sure bonus will be credited in 1-2 days Also You can speak with our supervisor they can help you in this case Let me share the number XXXX XXXX  at XXXX, XX/XX/XXXX : so you can see the notes from that team? \nYou at XXXX, XX/XX/XXXX : XXXX XXXX at XXXX, XX/XX/XXXX : on the case sent earlier today? \nYou at XXXX, XX/XX/XXXX : XXXX XXXX at XXXX, XX/XX/XXXX : ok thank you very much for your help You at XXXX, XX/XX/XXXX :","date_sent_to_company":"2021-01-07T18:00:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"49316","tags":null,"has_narrative":true,"complaint_id":"4053693","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-01-07T17:49:22.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["Now the bank is telling me I have the wrong product and wont be honoring the promotional bonus <em>even</em> <em>though</em> they told me multiple times and I met all qualifying activities. Please help me resolve this. The chat logs are below and are taken from my account : ou 're now connected to <em>XXXX</em>. \nInfo at <em>XXXX</em>, XX/XX/<em>XXXX</em> : hello I just <em>setup</em> a new account as looking to move from <em>XXXX</em> I will be transferring over funds over <em>XXXX</em> will the <em>XXXX</em> bonus automatically be deposited after?"]},"sort":[13.192138,"4053693"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":54,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":54}]}},"product":{"doc_count":54,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":14,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":8},{"key":"FHA mortgage","doc_count":4},{"key":"Conventional fixed mortgage","doc_count":1},{"key":"VA mortgage","doc_count":1}]}},{"key":"Credit reporting, credit 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