{"took":189,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":11,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7895188","_score":32.529346,"_source":{"product":"Checking or savings account","complaint_what_happened":"The problem started with someone trying force a electronic check through my account I don't recognize or I don't know and I told this arvest bank and we discovered I had identity theft but the problems kept growing because of {$1500.00} electronic check that was passed through my account and then I was trying barrow enough money from these payday loans places to cover it but my bills kept adding up and piling up because of this identity theft problem so I went everyone told them about it ask for personal loan I couldn't get because because of lying cheating credit bureau using inaccurate information they gather on me","date_sent_to_company":"2023-11-23T00:46:57.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"647XX","tags":null,"has_narrative":true,"complaint_id":"7895188","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ARVEST BANK GROUP, INC.","date_received":"2023-11-23T00:25:52.000Z","state":"MO","company_public_response":null,"sub_issue":"Non-sufficient funds and associated fees"},"highlight":{"complaint_what_happened":["The problem <em>started</em> with <em>someone</em> <em>trying</em> <em>force</em> a <em>electronic</em> <em>check</em> <em>through</em> my account I don't recognize or I don't know and I told this arvest bank and we discovered I had identity theft but the problems kept growing because of {$1500.00} <em>electronic</em> <em>check</em> that was passed <em>through</em> my account and then I was <em>trying</em> barrow enough money from these payday loans places to cover it but my bills kept adding up and piling up because of this identity theft problem so I went everyone told them about it ask for"]},"sort":[32.529346,"7895188"]},{"_index":"complaint-public-v1","_id":"20401326","_score":13.20171,"_source":{"product":"Mortgage","complaint_what_happened":"During the pandemic, the previous and original loan company, offered XXXX options for our home mortgage. Not only ourselves, but our neighbors and friends were all offered similar options during the peak of the pandemic. As my husband and I lost our jobs, we were using up all of our savings, in order to pay off our mortgage. With the proposed assistance, we took the offer. I believe it was XXXX months of pausing the mortgage payments. At the end of the pandemic, our loan was then sold to Shellpoint Mortgage Servicing. We were then asked to bring our debt current- which was the covid relief finances. We were under the impression that the money due from the covid pause would be put at the end of the loan, so we could financially afford to pay our mortgage. We had no issues paying our mortgage to Shellpoint when the loan company changed for us. It ended up where we paid XXXX lump some payments of {$30000.00} on XX/XX/XXXX and {$10000.00} on XX/XX/XXXX. Making that a total of {$40000.00}. Bringing the XXXX debt current. As letters of foreclosure and impacted credit scores had happened. My husband and I, have always paid our mortgage and anything home related with written checks, as we are still trying to adapt to electronic automatic payments. We have had no issues with any payments until our move over to Shellpoint. We decided that we needed to start auto-pay as our mortgage loan statements have been coming in the mail past the due date. So for months, we would hand write on our own white envelopes and send out our checks. Worried about if our checks made it in time or sent to the correct place, we then decided to try out auto-pay. We made out first XXXX online payments fine and then after that, we were under the assumption that the automatic payments would continue via online. Fast forward 4 months passing, we receive mail that we have been late charged, interest fees and behind on our payments. Also, that in XXXX of XXXX, a loan mitigation package was sent to us via XXXX  to discuss our outstanding balance and to figure out ways to bring our outstanding balance, current. We did not receive the mail. There was also no signature required or tracking on their package. So now, we are facing more issues with receiving mail, once again. I have called the company to let them know about not receiving our paper statements and also the XXXX  packages, but have been told by different representatives that On our records, it shows that they were sent out. We have a very clean record, we make all of our payments and this is our first time ever purchasing a home. We have never filed for bankruptcy and have been working diligently to pay off all of our responsibilities. Now to current state, on XX/XX/XXXX, I had a phone conversation with XXXX of the representatives and they stated that if we were to make a payment of {$12000.00}, our outstanding balance would be current. I requested if i could make an over the phone payment and do XXXX transactions, split to {$6300.00}. To which the representative said was possible. They then placed me on hold as they were going to contact the financial department. To which, the representative, took my name and phone number and said that someone would reach out to me via phone call. So i waited. Nothing in XXXX hours. I then wrote out a check for the amount due and mailed it to Shellpoint by XX/XX/XXXX. It has been XXXX business days and i went to my bank on XX/XX/XXXX and XXXX and they said there was no signs of processing of the check. I think cashed out a cashiers check and had planned to send the mail in a bubble mailer, with tracking, but came home today, XX/XX/XXXX to mail of reinstating our mortgage stating you must pay {$28000.00} no later than XX/XX/XXXX Giving me XXXX XXXXXXXX  to pay this entire amount or foreclosure will happen. The outstanding balance continues to grow as I am unable to make payments. XXXX, I am unable to pay through the website since it is past due of many months now. I have the funds to pay the missing mortgage payments and have been waiting to find a solution. But as I called today, the representative I spoke with stated that I am unable to get any assistance and that there were no options for me but to pay the entire outstanding balance. {$25000.00} is owed. That is including late fees and interest. They have added {$4800.00} of attorney, principal, interest, taxes, insurance, unapplied funds, outstanding foreclosure fees/costs, unapplied corporate funds and attorney fees. Making the outstanding balance, now {$28000.00}. The representative I spoke with today, knowing that I received this mail today, giving me only 2 days to make this payment or to figure things out, stated that I could extend the foreclosure prevention sale date but requesting a XXXX extension. But with that, i would have to pay more interest and fees. I am at a loss because all of this occurred because we decided to try out automatic payments due to not receiving our mailed, paper statements to continue sending our checks to. The system sending out very important letters with XXXX  is undeniably wrong- without tracking or requiring signature upon delivery. Forcing us into coming up with such large funds in XXXX hours as well. The lack of communication and different information told to us as well is very hard on us as XXXX isnt our first language. We have thankfully, been blessed with support and help from non-profit organizations as they are guiding us and trying to help us get on track with this huge mess. We have XXXX children studying to get their XXXX XXXX XXXX and XXXX. My mother is also XXXX XXXX XXXX with XXXX and XXXX. This panic and turmoil has caused everyone so much emotional and physical stress, beyond what words can describe. We just want to be able to communicate with Shellpoint and pay our mortgage payments. We have the finances to do so, but with all of the fees now added and being mailed and told over the phone that it all must be paid or the house will proceed with foreclosure and sale within XXXX  days is ridiculous","date_sent_to_company":"2026-03-19T06:19:27.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"98374","tags":null,"has_narrative":true,"complaint_id":"20401326","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-03-19T05:28:09.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["My husband and I, have always paid our mortgage and anything home related with written <em>checks</em>, as we are still <em>trying</em> to adapt to <em>electronic</em> automatic payments. We have had no issues with any payments until our move over to Shellpoint. We decided that we needed to <em>start</em> auto-pay as our mortgage loan statements have been coming in the mail past the due date. So for months, we would hand write on our own white envelopes and send out our <em>checks</em>."],"sub_issue":["<em>Trying</em> to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"]},"sort":[13.20171,"20401326"]},{"_index":"complaint-public-v1","_id":"6138731","_score":12.960062,"_source":{"product":"Mortgage","complaint_what_happened":"PennyMac ( PM ) is attempting to extort me by trying to make me financially responsible for over {$13000.00} ( not including other erroneous fees, default, negative credit impact, eviction, etc. it has continued to threaten with ) due to its own mismanagement my mortgage account and escrow all of which is the result of PMs own internal actions performed without of my control, knowledge, or consent. \n\nI closed on this loan on XX/XX/XXXX and since then my loan has always remained current with mortgage payments made on-time through XX/XX/XXXX, and XX/XX/XXXX would have also been paid on-time had it not been for the current inability to pay it online due to PM messing up my account as explained below. \n\nWhen I logged into my account in XXXX to pay my mortgage bill due XX/XX/XXXX my account said the payment had already been made by PM on XX/XX/XXXX and the next payment due was XX/XX/XXXX ( see attached screen shot ). This was also consistent with the following months statement I received dated XX/XX/XXXX. As a result of the information I received from PM at the time and b/c there was no way for me to make the XXXX payment online I reallocated those funds and continued to make my payments on-time accordingly for XXXX ( due XX/XX/XXXX paid XX/XX/XXXX ) and XXXX ( due XX/XX/XXXX and paid XX/XX/XXXX ). On XX/XX/XXXX, I received a letter from PM saying my XXXX payment was overdue, so I emailed PM via its internal portal to inform that payment had already been made on XX/XX/XXXX and that I would be making the XXXX payment the same day in keeping with my on-time payment schedule. As a result, my next payment due is XX/XX/XXXX ; however I have been unable to make this payment online because the system is trying to force me to make a second XXXX payment even though that was already paid on XX/XX/XXXX. \n\nAfter 2+ months of un-responsive, untimely, inaccurate, and inconsistent information from PM servicing associates this issue is still unresolved and I have not been able to make my XXXX payment online. Therefore, to continue to make payments I was forced to mail in checks yesterday ( USPS Tracking # XXXX XXXX XXXX XXXX XXXX XXXX ) for both my XXXX and XXXX payments ( each {$4500.00} respectively ) along with a letter directing PM to only apply these funds to the XXXX and XXXX monthly bills and not to any of the disputed amounts noted herein. I dispute owing PM any monthly mortgage payments outside of the XXXX and XXXX payments that will be paid via the above mentioned mailed checks. Any internal mismanagement of accounting and/or escrow by PM throughout the course of my account history is its sole responsibility to resolve financially. \n\nPM also sent me an annual escrow analysis review letter dated XX/XX/XXXX ( see attached ) that said my new mortgage payment amount would be {$4500.00} starting XX/XX/XXXX and I was due an escrow overage of {$6900.00}. The escrow overage was applied to my bank account by PM on XX/XX/XXXX. PM has subsequently alleged this was in error due to some accounting mismanagement on their end. These funds have also since been reallocated according to information from PM, and I dispute owing PM any monies related to this escrow overage. \n\nAdditionally, PM is now alleging I also owe them a second PMI premium payment of {$8800.00}. At closing I paid my {$8800.00} PMI premium to PM upfront as reflected on my settlement documents. Per a letter I received from PM dated XX/XX/XXXX and XXXX statement dated XX/XX/XXXX it is claiming I owe this same PMI amount to them again due to some account mismanagement. I dispute owing PM these monies as they were already paid in full at closing and any internal mishandling of these funds on its part is its sole responsibility to reconcile financially. \n\nFurthermore, in researching my account history as part of this dispute I see that PM has been misrepresenting its own transactional history. It has been retroactively adding new transaction line items with dates that are not consistent with the transactional information made available to me at that time. For example, the XXXX statement I received ( dated XX/XX/XXXX ) shows only 4 transaction line items during that period ( which was also reflected on my online account at that time ) ; however the latest transaction history on my account for that same period now shows 6 transaction line items for the same period. All also showing differing escrow and principal balances. \n\nIn this same vein, I am supposed to receive servicing correspondence electronically and mail based on my preferences. Throughout this dispute period Ive been receiving most information via mail only, and then subsequently later on PM will load documents electronically after the fact but with an upload date that are not consistent to when the document was assessable to me electronically. \n\nPMs practices are unacceptable and unethical, and I dispute owing them any monies outside of the XXXX and XXXX mortgage payments that I have mailed checks for. Today, I received a call from PM Representative ( who clearly had no context on the history of the situation ) threating the loan is going to be put into default, my credit ruined, and evicted if I dont pay these disputed amounts that are the result of PMs own account mismanagement. Today I also received a Notice of Default and Intent to Accelerate letter dated XX/XX/XXXX in the mail ( see attached ) ( which I note has not be provided to me electronically as required by my communication preferences ). I have been told both verbally and in writing by PM throughout this dispute that my account was flagged internally that would prohibit such behavior. \n\nThis is extortion and these sorts of threats have been continuous throughout this dispute. \n\nAs someone who has made 100 % of its payments on-time to PM across two different mortgage loans, I do not appreciate this treatment, nor the impact it is negatively having on my life and health. \n\nPlease investigate.","date_sent_to_company":"2022-10-29T00:21:02.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20155","tags":null,"has_narrative":true,"complaint_id":"6138731","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2022-10-28T23:55:16.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["As a result, my next payment due is XX/XX/XXXX ; however I have been unable to make this payment online because the system is <em>trying</em> to <em>force</em> me to make a second XXXX payment even though that was already paid on XX/XX/XXXX. \n\nAfter 2+ months of un-responsive, untimely, inaccurate, and inconsistent information from PM servicing associates this issue is still unresolved and I have not been able to make my XXXX payment online."]},"sort":[12.960062,"6138731"]},{"_index":"complaint-public-v1","_id":"6640276","_score":12.55509,"_source":{"product":"Checking or savings account","complaint_what_happened":"On or around XX/XX/XXXX I received a message from the email portal regarding my everyday checking account at XXXX XXXX ending in XXXX that stated there was an item in the amount of {$160000.00} that was returned due to insufficient funds. I had never had an insufficient funds notice for my account because I have alway managed it correctly. I called the bank to try to get an understanding of why I was receiving this notice. I spoke with a bank representative who indicated that the amount in question was from a life insurance company called XXXX XXXX XXXX ( XXXX. XXXX XXXX XXXX of the XXXX XXXX ). Immediately I told her I do not have a policy with that company. She asked me if I was sure I didn't have a policy with that company because upon her review of my account, she saw that there were charges in the amount of {$1600.00} for the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and the present month XX/XX/XXXX. These charges collectively totaled {$8000.00}. I told her I had no knowledge of any authorized charges by me for any insurance policy of any kind. I asked her to transfer me to the fraud department to file a complaint. She transferred me to the department I requested. I spoke with a gentleman who listened to my complaint and helped me navigate a way to fix the issue. He closed the above-noted account and opened a NEW everyday checking account ending account. He moved the remaining money into the new account and left the old account open because there were some pending deposits that were scheduled to come through the account. He advised I update any automatic deposits as soon as possible in order to avoid any future issues with receiving deposits to the old account. He then initiated a dispute for all of the charges that totaled {$8000.00} for the life insurance unauthorized charges. He then issued me a provisionary credit and advised that there would be an investigation into the amounts in question and that if the charges were authorized the credit that was provisioned would be reversed. On or about XX/XX/XXXX, I received another notice from the bank that informed me that an investigation had started regarding my complaint and it was found that fraud was committed. They returned {$160000.00} to me for the month of XXXX 's payment. There were still 4 payments that were still being disputed. On XX/XX/XXXX, I received a notice from the bank that indicated my dispute was denied because they received a confirmation from XXXX Bank that indicated I did authorize the charges. I immediately asked for the proof they received from XXXX. They sent me a copy of a digital signature from XXXX XXXX ( my husband ) for the policy. I asked to have the matter escalated for a second review. I cited that I did not authorize those charges at all. I told them I had written proof that I had spoken to an insurance agent named XXXX XXXX XXXX ( the owner of the agency ) who discussed with me a policy for Whole Life insurance back in the end of XX/XX/XXXX. I was unable to get insurance for myself because I had a pre-existing condition that prevented me from doing so. He advised that I could get someone else to do the policy, then list me as the beneficiary and assign it over to me. I then gave him my husband and he was approved for the policy. XXXX sent me a notice a few days later once the insurance underwriters approved XXXX XXXX for the policy. XXXX initially signed the paperwork electronically and sent it back to XXXX. Upon reviewing the application a little closer, I noticed the policy in question was not for a whole life insurance policy like we discussed, instead it was actually for a Universal Life insurance policy which we had not talked about in our earlier conversation. I was not comfortable moving forward. I asked XXXX to explain why he switched the policy type without our knowledge. He sent me an email response that indicated the Universal Life policy would be better for me and offered to do another presentation for my husband and I to compare both policies. On or around XX/XX/XXXX we had the meeting. During the meeting, I told XXXX that my husband and I had to privately review the information and would get back to him with a decision. On or around XX/XX/XXXX, I sent a group text to XXXX, XXXX and myself with a response that said that though we liked the insurance option he presented we would not be able to move forward at that time because there were some financial obligations we needed to address. XXXX responded with did I know when I would be ready. I did not respond because I did not have a future date in mind. Please note, on XX/XX/XXXX, I connected via phone with XXXX and asked him if he pushed the policy through without my permission. I reminded him of our texed correspondence to not put the policy through on XX/XX/XXXX. He assured me that he did not put it through and that he would connect with the XXXX XXXX XXXX to make sure they did not put the policy through. He asked me to give him at least 5 days to get back to me with an absolute response. On XX/XX/XXXX when I received the denial letter from the bank, I called XXXX again. He did not pick up the phone. I left a detailed voicemail alerting him to what happened and that he needed to sort this out with the insurance company because it is now considered fraud because I did not authorize those charges. Meanwhile, I spoke back with the bank and told them I had collected all of the written correspondence between XXXX and I that showed I did not make the authorization for him to put the policy in force and collect funds as an \" in-force '' policy. I was under the impression he followed my instructions. The bank told me that although there is written proof that I did not authorize the charges, their policy is such that with ACH withdrawals, they will only allow 90 days for a customer to make a dispute. Anything after 90 days I will have to \" eat '' the loss. I totally disagree with this as there is written proof and they are ignoring it. They also had already initially given me a provisional credit for the full amount. I do most of my banking with them with amounts in their bank totalling {$100000.00} or more and had never had a reason to file a report of this kind. It is clear that their policy causes a disparate impact to me and my accounts.","date_sent_to_company":"2023-03-02T12:50:42.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"30214","tags":null,"has_narrative":true,"complaint_id":"6640276","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2023-03-02T11:09:45.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["He advised that I could get <em>someone</em> else to do the policy, then list me as the beneficiary and assign it over to me. I then gave him my husband and he was approved for the policy. XXXX sent me a notice a few days later once the insurance underwriters approved XXXX XXXX for the policy. XXXX initially signed the paperwork <em>electronically</em> and sent it back to XXXX."]},"sort":[12.55509,"6640276"]},{"_index":"complaint-public-v1","_id":"3532157","_score":10.056221,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"SUMMARY : I believe that Bank of America is engaging in unethical or even illegal double billing practices. When I set up a payment with Bank of America and the initial payment does not go through, they attempt to withdraw the payment a second time. This results in my being charged insufficient funds fees by my bank, which creates a snowball effect : less money in my account means continued insufficient funds means continued fees means my continued inability to pay the credit card bill. When I called BoA and asked to see in writing where I was informed of this process of double billing and when I had agreed to this system, they could not produce that documentation. When I searched the BoA online Bill Pay FAQs, this information is never listed there. When I read the emails BoA sent me about the insufficient funds issue, those emails indicated that I had time to check my account & reschedule the payment, actively hiding the fact that they themselves had already scheduled a second attempt to collect the payment. I believe that what they are doing is exploitative and illegal since they're not informing customers of of their payment system, are actively misleading customers about double billing in writing, are not giving customers the ability to agree or disagree to this payment system, and are causing customers to suffer financial loss due this double billing system. Therefore, whether my personal issue is resolved through BoA, I believe this billing practice should be thoroughly investigated for all customers of BoA. \n\nPERSONAL FINANCIAL LOSS & RESOLUTION : This is a summary. Details to follow. So far, I have been charged {$110.00} in insufficient fund fees by my bank and {$28.00} in returned check fees from BoA. That's a total of {$140.00} in fees on a payment of {$210.00} which I still have not been able to make. When I called BoA, they refunded me the fee amounts and also refunded me the amount of one of the payments. They are currently in the process of trying to stop a third payment that would result in an additional {$58.00} in insufficient funds fees from my bank and an additional {$28.00} returned check fee from BoA. I have been told that they can not guarantee that this third payment can be stopped, but they are trying. As I write this, I am waiting on an answer. \n\nNEED FOR INVESTIGATION : THREAT TO ALL BANK OF AMERICA CUSTOMERS : I believe that the only reason that BoA is trying to resolve the issue is because I know my rights and threatened to speak with a lawyer or even sue them over these practices. I have a history in politics and law, so I'm especially well-versed on these issues. If I had not been well-informed and confident myself, I would not have received this resolution. It took me at least two hours on the phone over two different days to get these refunds. It also took me insisting on my rights, forcing call center workers to send me to supervisors, and then insisting that supervisors resolve my issue. In the course of these conversations, BoA employees tried to manipulate me into believing that nothing could be done, refused to attempt to resolve the issue until I insisted and threatened legal action, and still did not inform me of further attempts they would make to withdraw money from my bank account. ( Details to follow. ) So I do not believe this problem is limited to a single call center. I believe it is an exploitative institutional practice used against BoA customers. An investigation is especially necessary because regular consumers without extensive legal knowledge of consumer rights would not have received a resolution in a similar case. \n\nDETAILED TIMELINE WITH CONTEXT I live overseas and keep one XXXX XXXX account and one US credit card to use for online purchases and airline ticket purchases that require a credit card. I send money back to my XXXX XXXX  every month for a single purpose : to pay my BoA credit card bill. This means that there is a set amount of money in my account for this payment and no other deposits are made there. BoA has known this since I first became their customer. I have asked customer service employees for years to ensure that there is a note on my account indicating that I live overseas. In addition, my official address on the account is an overseas address. \n\nMy overseas status is important because it takes time to send money to my XXXX XXXX account to pay my bills. Sometimes this can result in the money arriving a few days later than expected, which results in there being no money in my account to make a payment. This was the start of the problem in this particular case, and I accept full responsibility for not putting a long enough buffer between the time I sent the money and the time I scheduled the payment. Everything that happened after that, though, falls squarely on BoA 's shoulders. \n\nXXXX XXXX, 2020 : I send {$210.00} to my XXXX XXXX  account through XXXX. \n\nXXXX XXXX, 2020 : I schedule a {$210.00} payment with BoA for this date. \n\nXXXX XXXX, 2020 : In the morning ( European time ), I receive an email from BoA saying that the payment did not go through. ( The email was sent on the evening of the XXXX. ) This is the wording of that email : \" Unfortunately, we were unable to process your scheduled payment for the following Pay To account, due to insufficient funds in your account : [ personal info redacted ] Action Required : This payment is still due to the Pay To account. Please deposit adequate money in your Pay From account and reschedule this payment using Bill Pay or  make the payment using an alternative method. '' I'm confused, so I first check my bank account to see what happened. I find that the money has not arrived from XXXX, which I don't understand. I also see that BoA tried to withdraw the {$210.00} on XXXX XXXX. I incurred a {$29.00} insufficient funds fee, bringing my balance to - {$27.00}. I then visit XXXX, and see that the money has not been sent. ( I still do not know why. ) So I resend it. Since it is Friday and XXXX needs 1 full business day to send the payment to my bank account, I know the money will only arrive on Monday, XXXX XXXX. \n\nAs the BoA email instructed me, I rescheduled the payment for Tuesday, XXXX XXXX, just to be safe. This time the payment is for {$170.00} because of math : {$210.00} deposit - {$27.00} negative balance due to fee = {$180.00}. \n\nXXXX XXXX, 2020 : Thinking I had done what I needed to, I then left that afternoon for a weekend trip to the mountains to celebrate my birthday. Over this weekend, I did not receive any further emails from BoA, so I thought everything would be fine. \n\nXXXX XXXX, 2020 : After a long week during one of my busiest times of the year, I finally have the brain space and time to check my account to make sure that everything worked out. It had not. \n\nI see that BoA tried to withdraw the {$210.00} a second time on XXXX XXXX, the same day I'd scheduled the {$170.00} payment and one day AFTER I received their email asking me to ensure I had sufficient funds in my account and to reschedule the payment. This resulted in a second insufficient funds fee, bringing my bank balance to - {$56.00}. \n\nWhen the {$210.00} arrived on the XXXX, then, my balance was {$150.00}, {$11.00} short of the {$170.00} payment I had scheduled for XXXX XXXX. So when BoA tried to withdraw the {$170.00} on XXXX XXXX, I received a third insufficient funds charge of {$29.00}, and my balance is now {$120.00}. \n\nBoA sent me the same form email on the XXXX as they had on the XXXX. But I'd received no emails about these double billings coming back unpaid. \n\nI call BoA. The first woman I talk to after a long hold refunds me around {$60.00} to make up for the bank charges, but I'm still owed another {$28.00} in returned check fees from BoA. She doesn't have the authority to do this, so I ask to speak to a supervisor. He also tells me that it can't be done, at which point I insist, ask to see the agreement where it states that I will be billed twice for the same payment, and he can not produce that documentation. I tell him that I think what they are doing is illegal and I tell him that I am willing to contact a lawyer and sue over it. ( Things had obviously gotten tense. I'd been on the phone for nearly an hour with no resolution. ) He now threatens to end the call. I deescalate the situation. I tell him that {$28.00} is not enough money to put BoA at legal risk. I tell him that refunding this amount is the easiest way to make this all go away. So, very unhappily, he does this. \n\nImmediately after this call, I schedule a third payment, this time for {$120.00} because {$210.00} deposit - {$87.00} in insufficient funds fees = {$120.00}. \n\nXXXX XXXX, 2020 : I check my bank account first thing in the morning to make sure that the {$120.00} payment I'd scheduled the previous day had gone through or was being processed. Instead, I find that after I talked to BoA about the double billing issue, they had AGAIN billed me for the {$170.00}, leading to another fee, and leaving my account balance at {$100.00}, now {$20.00} short of the {$120.00} payment I'd scheduled for today. \n\nI am now livid. I call BoA and warn the person I talk to that I am frustrated and ask her forgiveness in advance for any frustration I might take out on her. I ask her to cancel the {$170.00} and {$120.00} payments, explaining that there is no way for me to get money into this account for another 4 days because I live overseas. She immediately contacted a supervisor and refunded me the {$170.00} payment, telling me it would take up to 10 business days to arrive. I was very happy to have some type of financial resolution.\n\nThen I asked her to confirm that the {$170.00} and {$120.00} payments had been cancelled so that I would incur no more fees from my bank. She said this was not her department and forwarded me on to the Bill Pay department. After another long hold, I spoke with a second customer service assistant. She tells me that she can not cancel the payments because they are already being processed. When I tell her that I'll incur {$58.00} in new fees that BoA will owe me, and insist that BoA can stop the payments since they are the ones collecting them, she repeats the same line. \n\nI then ask her the same question I'd asked the day before : When was I informed and what agreement did I sign allowing BoA to pull the money out twice. She said it was standard procedure. I said that was not a sufficient answer : I asked her for the information in writing. She put me on a long hold and could not find it. In the meantime, I check BoA 's Bill Pay FAQ, which states this : \" When is the money for the payment withdrawn from my account? If the payment is sent electronically, the money is withdrawn from your account on or after the payment date, within two business days. If the payment is sent by check, the money is withdrawn when we deposit it. '' When she came back on the line, I informed her of this. She continued to say there was nothing she could do. \n\nI then tell her I want to speak to the highest ranking person in her office, whoever her supervisor 's supervisor is. She hesitates, puts me on another long hold, and finally gets a supervisor on the line. He apologizes for the people I spoke with yesterday. He tells me that they should have informed me that a second attempt to withdraw the {$170.00} would be made. He then tells me the same line as his colleague : the payments are being processed and there's nothing he can do to stop them. I tell him that this answer does not deal with reality : they are the bank withdrawing the money, so they are the bank that can stop that withdrawal. I said he might not be able to do it on his computer, but someone, somewhere at BoA could. I inform him that no one can produce any information about this double billing in writing, that that they've already lost me as a customer, that I would be filing this consumer complaint, and that I would send this story to every journalist and big newspaper I know because I believe what BoA is doing is illegal. At this point, he takes me seriously. He tells me that he can cancel the {$170.00} payment, but he'll have to ask his escalation department if they can cancel the {$120.00} payment. He gives me his direct phone number and full name, and I am told to call back in 3.5 hours for an answer. He tells me again that the people I spoke to yesterday should have informed about the double billing issue. \n\nI then call my bank and ask how I can stop payments to BoA. I'll have to pay a fee of {$25.00} to do that + print a form and send it back, which will require me to go to my office since I don't have a printer at home. I decide to wait to see what BoA says before spending the money since, either way I'm going to be paying a fee : {$29.00} for insufficient funds or {$25.00} for the stop payment. There's also no guarantee the stop payment will go into effect before BoA tries to withdraw the money for the {$120.00} payment. \n\nI then come to this website to write this complaint. As I said, whether BoA resolves my particular issue is of little consequence. They're clearly not informing their customers of an exploitative double billing policy and are sending emails that actively hide that policy and falsely lead consumers to believe that they are in charge of when and how money will be taken out of their accounts. This results in real financial loss in addition to real time lost. So I want to say thank you in advance for taking the time to investigate Bank of America 's aggressive double billing practices. \n\nI am attaching a few screenshots : ( 1 ) The insufficient funds fees I've incurred so far from my bank ( 2 ) The transactions from the BoA account, starting with the first attempt to withdraw the initial {$210.00}. ( You'll notice that as I send these on XXXX XXXX, my BoA online banking indicates that the {$170.00} payment has successfully gone through. Yet another very deceptive thing considering that they sent me an email on the XXXX saying that it hadn't gone through. There, you'll also see the all of the refunds BoA made to my account to try to make up for the fees I've incurred from my bank. ) ( 3 ) Two form emails from BoA with deceptive wording that hides the double billing system. This wording indicates that I have control over how and when money is withdrawn from my account.\n\n( 4 ) Screenshots from BoA 's Bill Pay help page about how and when money is withdrawn from user 's accounts. Nowhere do they indicate that returned payments will be double billed.","date_sent_to_company":"2020-02-14T18:04:59.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3532157","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2020-02-14T15:12:28.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["It also took me insisting on my rights, <em>forcing</em> call center workers to send me to supervisors, and then insisting that supervisors resolve my issue."]},"sort":[10.056221,"3532157"]},{"_index":"complaint-public-v1","_id":"3584415","_score":8.7932005,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX I purchased a Netspend PrePaid Debit card with a deposit of XXXX. \nMy intention was for a single use. On XX/XX/XXXX I used the Netspend PrePaid Debit Card to pay XXXX payment to XXXX XXXX XXXX. XXXX XXXX XXXX could not get an authorization for the transaction although indicated to me it had gone through. They returned to card to me. As previously stated, I never had any intention of opening or maintaining any account with Netspend. I  never activated the account cards they sent me, as far as I was concerned my business with them was complete. When my XXXX Social Security Deposit was made to my PayPal Prepaid Mastercard, 1 month and a half later, I am unable to use my funds. It is at this time I find out that A ) Paypal in in cahoots with Netspend and Netspend had come across to all of my paypal accounts including my Paypal Prepaid Mastercard locking them. When I call to find out what was going on I am told I owe XXXX. Impossible, I go on to find out that XXXX XXXX XXXX Force Posted XXXX on to a XXXX prepaid Debit card to which NETSPEND Authorized. Now, a month and a half later, they come knocking on my door, freeze my Prepaid Mastercard which held all of my Social Security Money telling me I was going to pay them that money. That email is attached - I didn't take kindly to them threatening me that they would shut down all my accounts if I didn't pay the {$740.00} The whole point of a PREPAID card to to avoid overdrafts, overdraft fees or charges. Yet Netspend seems to think differently. I don't know of a single bank account or credit card account would allow someone to overdraft a XXXX account by 300 %! Having had another situation with them regarding another prepaid card I purchased at the same time in XXXX, I reached the end of my rope. I submitted the following letter, filed a complaint with the XXXX  demanding they retract the approval for XXXX immediately. I never authorized that, I never approved it, I never even knew about it. I bought a freaking PREPAID DEBIT CARD THAT IS ONLY GOOD FOR THE AMOUNT OF MONEY ON THE CARD! \n\nTwo days ago I received a letter and a bill from XXXX XXXX XXXX   for {$1100.00}, indicating that the bank had rescinded the authorization. The date alarmed me because it was before XX/XX/XXXX and this is the XXXX of XXXX and I have yet to receive the original XXXX deposit I had on the card. I immediately start combing through my emails to find an email sent to me on XX/XX/XXXX with a bunch of gibberish that suggested I may or may not get my original XXXX back. I will file a lawsuit against them if this is now the game they are playing. They take people 's money as if it belongs to them They place irrelevant holds on money putting people through hoop after hoop after hoop. At the end of the day - NETSPEND authorize a 300 % overdraft on a XXXX prepaid card. Not once did they catch it, contact me, stop the transaction, find suspicion because of the ungodly  amount. Not ONCE did they protect me, their supposed \" customer ''. Instead they approve such an egregious transaction and them try to make me pay for it. When I refuse and demand they cancel that approved transaction, they apparently do while continuing to HOLD MY MONEY! Any prepaid debit card company advertises no overdrafts, no fees. The definition of a PrePaid Debit card is the card is good for the amount of money loaded to it. Not according to Netspend. THIS COMPANY NEEDS TO BE SHUT DOWN! \n\nBelow you will read the first letter I sent them when I found out they had my Social Security Deposit., Per their request. I am also attaching the email correspondence from the person who is sitting on my XXXX 3 weeks after they reversed the transaction jabbering some 20 day XXXX for per a customer agreement. I told him I AM NOT HIS CUSTOMER. I never activated the card they sent me to replace the one from the gas station. I want my XXXX NOW! and I want some action taken against these crooks. I am XXXX years old, XXXX on a fixed income and this company is a bottom feeder on people like me and people who don't have bank accounts. Usually it's because they are poor. \n\nI have subsequently closed all PayPal accounts except the last remaining until I verify the transfer of my Social Security Deposit to another institution. Where I never had a problem with paypal and have used them for 7 or 8 years, the meer fact they have brought Netspend into their business cost them their business with me. \n\nI will keep taking what ever action I have to to get my money. Now with the nation in crisis, idiot companies like this see it as an even better opportunity to steal, take, hold, money that does not and never did belong to them. \n\nSincerely, XXXX XXXX XXXX after XXXX XXXX CST attachment groups - My initial response to them when I couldn't access my Social Security in XXXX, and Netspend 's email exchange before and after I find out through XXXX  - NOT NETSPEND that they reversed the charge. \n\nIf you are unable to see the message below, click here to view. \nNetspend Email Security Information : Email : XXXX Update Card Ending : XXXX Dispute Claim Confirmation Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX Dear Valued Cardholder, Thank you for reporting this transaction error. We have opened a dispute claim for you. Your claim number is XXXX and should be used for future reference. \n\nWe will begin your investigation promptly. We will attempt to complete the investigation within 10 business days ( or 20 business days if this is a new account ). If we need more time we may take up to 45 calendar days to complete the investigation. For errors involving a new account, a point-of-sale transaction, or a foreign-initiated transaction, we may take up to 90 calendar days to investigate your claim. If we determine more time is needed, we may issue a temporary credit so you have use of your funds during the investigation. \n\nIf you wish to be eligible for a provisional, or temporary, credit to your account while we complete our investigation, you will need to send us a written notice of your dispute within the next 10 business  days. The written notice should include your name, account number and claim number ; transactions you believe are in error ; and the dates when the errors occurred. If we do not receive your written notice in the next 10 business days, we are not required to provisionally credit your account while we complete our investigation. Please note that for new accounts, we have up to 20 business days to provisionally credit your account. \n\nAdditionally, you may provide other information that you think would be helpful to our investigation - such as a police report, cancelled transaction receipts, or a copy of your agreement with the merchant. The written notice and any additional information should be sent to XXXX or faxed to XXXX. Please include your claim number & account number with all correspondence. \n\nIf we do not receive the written notice or any additional information from you, we will complete our investigation with the information we have available to us. \n\nThe results of the investigation will be sent to you in writing within 3 business days of completing our investigation. \n\nThank you for your patience as we investigate your claim. \n\nIf you have additional questions, please contact the NetSpend Customer Service Department at XXXX during normal business hours. \n\nSincerely, NetSpend Dispute Resolution Department XXXX. XXXX  XXXX XXXX, TX XXXX This message was sent to you because of changes, updates, or transactional activity on your Netspend Prepaid Card Account. Netspend is required to send you such notifications regardless of your unsubscribe status. Please do not reply to this message. \nNetspend.com | Privacy Policy | Update Email To ensure inbox delivery of Netspend Card emails, add XXXX to your contacts. \n\nThe Netspend Visa Prepaid Card is issued by XXXX, Member FDIC, pursuant to a license from Visa U.S.A. Inc. Netspend , a  XXXX XXXX , is a registered agent of XXXX  . Card may be used everywhere Visa debit cards are accepted. Certain products and services may be licensed under U.S. Patent Nos. 6,000,608 and 6,189,787. Use of the Card Account is subject to activation, ID verification, and funds availability. Transaction fees, terms, and conditions apply to the use and reloading of the Card Account. See the Cardholder Agreement for details. \n\n& copy XXXX XXXX XXXX XXXX, XXXX All rights reserved worldwide. XXXX and Netspend are federally registered U.S. service marks of XXXX XXXX XXXX , XXXX All other trademarks and service marks belong to their owners. \n\nNetspend XXXX. XXXX  XXXX, XXXX, TX XXXX The letter I sent when I find out I have no money - It was emailed XX/XX/XXXX to PayPal and to Netspend : Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX Inbox x XXXX XXXX Mon, XX/XX/XXXX, XXXX XXXX  to disputedocuments, me Re :  Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX To Whom It May Concern, This letter was just sent to PayPal and will be sent shortly to all the names listed below. \n\nHere is some VERY important information that you should take very seriously - I will be sending this same information to the folks at Netspend as well. Once I do that, I will be taking all the information surrounding the freezing of my PayPal Prepaid Mastercard Account and the other accounts affiliated with the account to : 1. Social Security Administration 2.The Consumer Finance Protection Bureau 3 . National Consumer Law Center, Washington DC 4. XXXX XXXX XXXX XXXX XXXX 5. XXXX XXXX XXXX 6. State of Wisconsin Office of Attorney General 7. The Department of Financial Institutions - Division of Banking Why? Because the  PayPal Prepaid Mastercard Account olds my Social Security Income and my Social Security Income is EXEMPT ACCORDING TO FEDERAL LAW FROM BEING WITHHELD, GARNISHED, LEVIED under ANY circumstances by ANYONE with the exception of the Federal Government and Child Support. Second to that is Netspend nor PayPal followed ANY of the procedures stated by law necessary before simply locking me out of any source of income whatsoever. Thirdly, Netspend 's reason for doing this is nothing more than a continuation of unethical, unprofessional and unprincipled business practices. By illegally authorizing a rental car company to force post {$1100.00} on to a prepaid debit card containing a {$500.00} balance in XXXX. A transaction I knew NOTHING about until yesterday and a transaction I never approved nor authorized. Netspend, a company becoming fastly known as disreputable, never once notified me of a 300 % overdraft on a {$500.00} prepaid debit card intended for one use. NEVER! Instead they have snuck around the last several weeks slowly cutting access off to all of my PayPal accounts, my XXXX XXXX and as of yesterday, I find my MAIN account, my Paypal Prepaid Mastercard Account LOCKED. This account receives my Social Security Deposit EVERY SINGLE MONTH! As a result of this stunt, I have NO money, my rent check bounced today, I've two bills that have already bounced with a slew more lining up. This will damage my credit. Currently I don't even have a XXXX  to go buy milk, if milk cost a XXXX. I am in need of food for my XXXX animals, medications for myself and the right to continue living like anyone else in this world does. \n\nWhy? Why would ANYONE approve a 300 % overdraft on a prepaid debit card that has been registered less than an hour. WHY? WHY would anyone approve a prepaid overdraft of that magnitude in the first place ANYWAY? WHY, WHY did Netspend not contact me immediately after the transaction occurred? WHY? Why did/does Netspend think I'm the one who is supposed to pony up to someone's authorization of such and egregious amount, not to mention action. WHY, WHY did Netspend not see red flags and fireworks or when they DID see the red flag and fireworks, protect me - ME their customer? WHY, WHY am I being chased for a transaction I did not know about much less authorize? WHY? Does the Prepaid Debit Card not have Visa 's Zero Liability Coverage? If it does, WHY is Netspend trying to get money out of me? WHY didn't Netspend reverse a charge of that magnitude IMMEDIATELY? WHY? More importantly, WHY was it let through to begin with? WHY, WHY didn't PayPal due their DUE diligence by seeing the fact my account was/is exempt from this unprofessional activity by virtue of the fact it contains GOVERNMENT BENEFITS! WHY? Doesn't anybody do their jobs anymore? WHY, WHY did neither company comply with the laws surrounding the freezing of someone's bank accounts? WHY? They had/have a legal obligation AFTER receiving a notice of garnishment ( which never existed ) or notice of Judgement from a court ( which never existed ) to provide me with the results of it's review! The law clearly states that my accounts can not be frozen without a court order. PERIOD. May I remind you here that I DID NOT HAVE A SINGLE CLUE  ANYTHING HAD OCCURRED - NOT A SINGLE CLUE SOME FOOL MANAGED TO OBTAIN {$1100.00} off a {$500.00} Prepaid Debit Card. Moreover, it was also PayPal 's job aside from informing me of some sort of court order, but the date the order was received, a brief explanation of the garnishment, an explanation of PayPal 's responsibility to protect my federal benefit payments that are direct deposited during the look back period and keep them accessible to ME. ( Yes, PAYPAL and NETSPEND need to learn a lot here! ). PayPal and Netspend, particularly PayPal was supposed to protect my account. PayPal DID NOT. I have been locked out of this account along with my PayPal accounts for some time it would appear. As far back as XX/XX/XXXX when I woke up to a strange email message that someone has cancelled their billing agreement with XXXX. It was odd and I had begun having trouble logging in to that account around the same time. Then within the last 10 days I get another strange email telling me my Prepaid MasterCard for THIS account was no good and couldn't be used in XXXX XXXX. NOW I am growing concerned over these odd occurrences. Jump forward to this weekend and everything becomes apparent starting with my intent to list auctions on XXXX - The email address I had formerly used at PayPal to get paid wasn't any good. Then I see a hold on my XXXX XXXX XXXX XXXX  XXXX PayPal account, followed by coming to this ( my PayPal Prepaid Mastercard account ) after 4 attempts to make an online purchase Friday night was declined with a XXXX balance in the account. My anxiety over this series of events started mounting. It wasn't until I spoke with PayPal yesterday, that the entirety of Netspend 's deceptive practices came to fruition. Out of know where I am told I owe Netspend 700+ dollars from another account!! I don't HAVE a Netspend Account. I ask myself how is this possible, I used a XXXX PREPAID card. \n\nAccording to Netspend 's website, and disclosure notice : 1 ) your account is LIMITED to the funds you have loaded on the card. 2 ) You may not exceed the available amount in your Card Account through and individual transaction or a series of transactions - unless WE DECIDE ( meaning you- NETSPEND ) in our sole discretion, to approve such transaction ( s ) and that is only true if you have qualified for \" Purchase Cushion Coverage ''. 3 ) If you do not have enough funds in your account you can instruct a merchant to conduct a split transaction. If you fail to inform the Merchant that you want to do this, your card is likely to be declined. 4 ) In bold letters No OVERDRAFT/Credit Feature. 5 ) If you meet our eligibility requirements, we may authorize negative balances resulting from PIN-based and signature based transaction initiated through our third party bill pay service providers ... .... you may receive only one XXXX negative balance allowance at a time.  Negative balances are approved at our discretion on a per transaction basis. We approve ... .on our authority ... ... ..if we decide, if we authorize ... ... ... That's prevalent throughout your paperwork. No Credit. No Overdrafts, Spend only what's on the card followed by any and everything happens with your approval or authorization which leaves me to ask, WHO THE XXXX THEN, AUTHORIZED AN {$1100.00} CHARGE AGAINST A {$500.00} PREPAID LESS THAN AN HOUR OLD DEBIT CARD? then did NOTHING to protect much less notify AT ANY POINT along the way, me, your customer. \n\nWhy is a prepaid debit called a PREPAID Debit card if ANY amount can be taken off it while XXXX  the individual who owned it. WHY? What is the point of the XXXX card? I intended for the card to be used ONE time and one time only. The merchant was having trouble getting her computer to accept the forms of payment and finally after much struggling said she got it through but did not get any authorization. She handed me back the card, told me the number of the debit card was on file in the system. She furthered her statement by saying she had XXXX  out the contract so the car could be re-rented however she would get in trouble for doing so but she had to clear the car for rental and things would need to be continued. She KNEW the card had a XXXX maximum limit. Unintending any further usage of the card, I had no reason to check it. I cut it up, disposed of it and did not activate the printed version of the card that came to my home. \n\nWhat concerns me all the more is Netspend blocked another card I purchased within 24 hours of my purchasing it insisting on more intensive proof I was who I said I was. It took me weeks of fighting to get my money back, and not without incurring financial problems, unpaid rent, forced to travel with no money, exacerbated health issues and countless hours of no sleep while doing just what I am doing now - fighting to not get ripped off ONCE again. Netspend, the company who put me through identity XXXX just a mere 6 weeks  ago authorized someone to come in an overdraft another card by 700 + dollars, doing nothing about it, other than 6 weeks later illegally intercepting my Social Security XXXX Income bank account, cut off any and all access I had to get any money by blocking all my paypal accounts followed by now attempting to extort the overdrafted amount THEY caused, out my my own funds. \n\nHow disgraceful is it for a corporation to have XXXX complaints registered with the XXXX XXXX XXXX over the last 3 years. How disgraceful is it for a corporation to be plastered all over the web as the only company to take great steps to fight the placement of the Consumer Financial Protection Bureau 's PrePaid Debit Card Law ( April 2017 ) designed to protect consumers from any hidden terms or overdraft fees on prepaid cards. How disgraceful are you to pay hundreds of thousands of dollars to solicit political favors from the Republican party so in term you could use them as a way of getting rid of it. Some would call that a quid-pro-quo wouldn't they. \n\nBottom line, Netspend NOR PayPal should have EVER Frozen/locked ANY of my accounts. And the process by which they chose to do so clearly violates my rights and the law. \n\nMy Social Security is protected by the Federal Government! therefore, PayPal/Netspend has until XXXX XXXX today, XX/XX/XXXX to restore complete and full access to my accounts - ALL my accounts, including access to my money or all XXXX is going to break loose because I will go to any and every source I can, any source I think may have a hand in restoring access to my GOVERNMENT PROTECTED ACCOUNTS followed by any source that will take action to stop this unprincipled behavior against any other individuals and any source that will advise and assist me in the filing of charges against Netspend and any other parties deemed involved for damages I have sustained from Netspend 's unprofessional, shady and self servicing practices since XXXX of XXXX. You should be advised that this letter will be distributed to all parties listed above, not just PayPal and Netspend and will be done almost immediately after I sign it. \n\nVery truly yours, XXXX XXXX XXXX XXXX After XXXX XXXX \n\n\nThis was also sent to the XXXX  : XXXX  Complaint Case # XXXX ( Ref # XXXX ) Inbox x XXXX XXXX XXXX   <XXXX> Tue, XX/XX/XXXX, XXXX XXXX to me Complaint ID # : XXXX Business Name : PayPal , Inc . \n\nThank you for contacting XXXX. Your complaint was received by XXXX  on XX/XX/XXXX and has been assigned case # XXXX our files. Please make a note of this number for future reference. \n\nYour complaint has been applied to the following business : PayPal , Inc . \nXXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX The case has been reviewed and has now been forwarded to the business for their response. This business has until XX/XX/XXXX to respond to your complaint. You may contact our office after XX/XX/XXXX to check the status of your complaint. \n\nWe encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint. To view the details of your case please go to the following website address : http : XXXX. \n\nSincerely, XXXX XXXX Complaint Specialist XXXX  Complaint Department This is the first response from Netspend : On XX/XX/XXXX, at XXXX XXXX, Corporate Customer Response Team <XXXX> wrote : >> >> Account Reference Number : XXXX and XXXX >> Dear XXXX, >> Hello my name is XXXX and I am part of the Presidents Corporate Response Team. I will be assisting you any concerns or questions you may have. \n\n\n>> The reason that your account is overdrawn {$730.00} is because XXXX XXXX force posted a transaction on to your account. Since the merchant has obtained your card number, the merchant can sometimes force a transaction to post ( collection ) on your account. In the event this happens, we can open a dispute or you can contact the merchant to resolve the agreed payment. \n\n\nDo keep in mind that the block has been removed from your account ( XXXX ) however, our team can potentially close all your accounts if this balance is not paid. \n\n\n>> If you have additional questions or concerns, please do not hesitate to contact me at the phone number below. \n\n\n>> Thank you, XXXX XXXX Sr. Customer Experience Analyst Netspend, a XXXX XXXX XXXX, TX Office : XXXX Hours : Monday- Tuesday : XXXXXXXX XXXX to XXXX XXXX CST Thursday- Friday : XXXX XXXX to XXXX XXXX. CST Confidentiality Notice! This electronic transmission and any attached documents or other writings are confidential and are for the sole use of the intended recipient ( s ) identified above. This message may contain  information that is privileged, confidential or otherwise protected from disclosure under applicable law. If the receiver of this information is not the intended recipient, or the employee, or agent responsible for delivering the information to the intended recipient, you are hereby notified that any use, reading, dissemination, distribution, copying or storage of this information is strictly prohibited. If you have received this information in error, please notify the sender by return email and delete the electronic transmission, including all attachments from your system. \n\nThis is the last correspondence between myself and Netspend as of today - Important Account Information XXXX  XXXX XXXX Ref. #  XXXX << Reference ID : XXXX >> Inbox x NETSPEND RIP OFF x Corporate Customer Response Team <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  to me, XXXX, XXXX Dear XXXX XXXX Although I have been unable to speak with you, I wanted to follow up on your dispute claims. \n\n1. When investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that our customers receive when opening an account. We have reviewed your claims and have determine they are being handled correctly. \n\n2. The dispute claim XXXX was opened on XX/XX/XXXX. The claim will be updated on XX/XX/XXXX. The update timeframe for a new account is twenty business days. The letter of dispute must be received in the first ten business days for you to be eligible for provisional credit. \n\n3. The letter of dispute has been received for the claim XXXX. \n\n4. Due to the large negative balance on account XXXX, ( {$730.00} ), our Recoveries Team blocked your other Netspend accounts on XX/XX/XXXX. Those blocks were removed after you opened the dispute claim. \n\n\nIf you have any further questions or concerns, please feel free to contact me at the number below. \n\n\nThank you, XXXX XXXX XXXX Customer Experience Specialist Netspend a Global Payments Company XXXX XXXX Confidentiality Notice! This electronic transmission and any attached documents or other writings are confidential and are for the sole use of the intended recipient ( s ) identified above. This message may contain information that is privileged, confidential or otherwise protected from disclosure under applicable law. If the receiver of this information is not the intended recipient, or the employee, or agent responsible for delivering the information to the intended recipient, you are hereby notified that any use, reading, dissemination, distribution, copying or storage of this information is strictly prohibited. If you have received this information in error, please notify the sender by return email and delete the electronic transmission, including all attachments from your system. \n\n\nXXXX XXXX <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  ( 3 days ago ) to Corporate I received a bill from Budget to the tune of {$1100.00} with a letter stating you rescinded approval for the charge they placed on account XXXX. Where is the original {$500.00} I paid for and put on that card on XX/XX/XXXX? Why hasn't it been returned to me? XXXX XXXX letter is dated XX/XX/XXXX which means you reversed the charges prior to XX/XX/XXXX. Today is XX/XX/XXXX. Do I need to file more complaints with the XXXX  and The Consumer Financial Protection Agency, The Wisconsin Department of Agriculture, The Federal Trade Commission and the State of Wisconsin Attorney General 's Office? That money should have been returned to me immediately once you rescinded the force post XXXX did to that account without my authorization, approval or knowledge. You have until Friday to get my money returned to me or I will begin contacting all the agencies listed above. \n\nSincerely, XXXX XXXX XXXX XXXX <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  ( 3 days ago ) to Corporate One last thing - I do NOT have any accounts with you. I purchased 3 cards for ONE time use. I have not activated any permanent card ( s ) you sent me nor do I intend to. I have never had an account with you - I have only purchased your prepaid gift cards for a single use. Therefore please stop referring to my having an account with you like it's ongoing and we have some sort of relationship - it isn't, it never was. I have subsequently closed all my PayPal accounts except one which will also be closed once my Social Security Deposit hits my new bank accounts. Because of your business practices,  PayPal lost a customer of 8 - 10 years. I will not do business with any company associated with you in any shape or form whatsoever. Stop holding money that isn't yours to hold, at least that's what your email suggests by some claim updates by XX/XX/XXXX ... .and 20 days something or other for account holders. Let me repeat myself - I DO NOT HAVE AN ACCOUNT WITH YOU. If my money hasn't been refunded by XXXX  Thursday night, XX/XX/XXXX, I will proceed with the filing of this entire fiasco to the appropriate state and federal agencies already mentioned in my prior email. \n\nSincerely, XXXX XXXX I want my money NOW - enough of this crooked company! Someone needs to please put them out of business!. \n\nThank you, XXXX XXXX","date_sent_to_company":"2020-03-28T09:42:54.000Z","issue":"Problem getting a card or closing an account","sub_product":"General-purpose prepaid card","zip_code":"53214","tags":null,"has_narrative":true,"complaint_id":"3584415","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2020-03-28T08:20:06.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble closing card"},"highlight":{"complaint_what_happened":["<em>Someone</em> needs to please put them out of business!. \n\nThank you, XXXX XXXX"]},"sort":[8.7932005,"3584415"]},{"_index":"complaint-public-v1","_id":"3031509","_score":8.684186,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"PLEASE FORWARD TO YOUR LEGAL DEPARTMENT. I HAVE TRIED CONTACTING VIA PHONE AND MAIL AND YOUR OFFICE KEEPS SENDING ME BACK TO THE OFFICE OF THE PRESIDENT AND WILL NOT GIVE ANY LEGAL ADDRESS. \nI DO NOT WANT A RESPONSE FROM ANYONE BESIDES YOUR LEGAL DEPARTMENT! \n\nThis complaint is in response to all of the prior complaints I have filed along with new complaints regarding the information you provided in your last response with regards to the credit application and the retail sales contract being in force. \n\nIn your last response, XX/XX/XXXX, you sent me in a copy of the credit application you had on file, a copy of the retail sales contract, and a copy of an amendment that was made to the contract. Please note that this is the first time I have ever seen this credit application and the amendment. \n\nI have attached copies for your review and in order to fully explain my response I will be referencing your amendment, Amendment of Contract, dated XX/XX/XXXX between Wells Fargo Dealer Services and the dealer also referred to as the Seller. \n\nAs you are already aware, I have been trying to resolve the other issues with this vehicle with you since XX/XX/XXXX! During this process I have now obtained the documents listed above and will show you that this financing which you refer to as a loan is not valid and both Wells Fargo Dealer Services and the Dealer are liable for. \n\nI am referencing the numbers in your amendment out of order due to the most important information being listed first.\n\nII. Assignment, paragraph 2, # ( 3 ) and # ( 7 ) The credit application you have on file is not the original credit application that I filled out by hand at the dealers office on XX/XX/XXXX! The form I filled out was a long form, handed to me by the sales person and I filled out the form in my own hand writing. The original form was filled out by both my girlfriend and myself. The vehicle was for her so we filled out the credit applications with her as the Applicant and me as the Co-applicant. After pulling both of our credit reports the dealer said my credit was better and they were just going to use my credit only. I have never seen this credit application until I received a copy from your office in XX/XX/XXXX. After reviewing this document I noticed it was not the form I filled out so my girlfriend personally went to the dealer on XX/XX/XXXX. I had emailed and called them several times asking for a copy of the credit application and they would not respond. My girlfriend spoke with XXXX XXXX who was the original manager we  dealt with from the beginning and who signed all of the paperwork for this contract. She asked for all the original copies and/or documents for this transaction. She was told that the dealer no longer uses the original long form we filled out and the paperwork not being used was trashed. All of the documents that the dealer needed were scanned into their system and were emailed to your office. When she asked for the original credit application XXXX said he did not have it. He then showed her how he electronically input my credit application into the form on the computer and sent it via email. When she asked for a copy of that credit application he printed out a copy of another credit application form that is attached. As you will see they are not the exact same forms. The credit application that was sent to Wells Fargo has been filled out by someone else via the computer program the dealer uses. My signature has been forged and/or copied and pasted onto the CO-APPLICANT signature line! Note that every other dealer document I signed was signed on the APPLICANT signature line, has been highlighted and/or has been marked with an X next to my signature. I would have not signed this form on the CO-APPLICANT signature line, nor would the dealer accept my signature on the co-applicant signature line because XXXX XXXX was highlighting and having me sign right in front of him as we went through the paperwork. You can clearly see where there is some type of marking before my the signature placed on the credit app that shows it has been copied and pasted! It looks like they copied my signature from the original application I filled out. I did not fill out this form, nor did I sign this form! Also note that for some reason XXXX XXXX name is showing XXXX XXXX on the credit application from XX/XX/XXXX and is showing XXXX XXXX on the XX/XX/XXXX that was given to my girlfriend. This fact alone is fraud and is immediate reason for this contract to be voided and now makes the dealer responsible for the financing. The dealer knowingly submitted a fraudulent credit application and knowingly submitted a fraudulent document that does not have a genuine signature!\n\nII. Assignment, paragraph 2, # ( 5 ) The dealer knew my credit was not good and was made aware of my financial situation from before we arrived at the dealer. I clearly informed them I worked for myself and made cash. I was told it was no problem and they could get me financed through their own bank. After the dealer said they had a bank for me to get financed with on XX/XX/XXXX I signed the first retails sales installment contract. I was told it was going to be through Wells Fargo. I signed the paperwork and though the contract was good an that was it. After a couple of weeks I started getting denial letters from other lenders in the mail. I contacted the dealer and asked what was going on. I was told they were having problems getting the financing to go through. I told them I was not happy and I was going to file a complaint because the dealer was not honoring the contract and they were refusing to answer my calls. A complaint was filed with the Consumer Protection Financial Bureau and the XXXX on XX/XX/XXXX regarding the issues we were having with the dealer and the financing. A copy of the complaint is attached. In addition to filing a complaint and contacting the dealer directly, the dealer was well aware that due to my credit they were having issues getting the vehicle financed. On XX/XX/XXXX I had to return to the dealer to sign a new contract because the dealer said he couldnt get the financing to go through Wells Fargo and was now using his bank XXXX XXXX. He then changed the price of the vehicle, loan terms, and took out the gap insurance to make the numbers work for the new contract. He also added an additional {$1000.00} to the down payment. It was a month from the first contract dated XX/XX/XXXX until the new contract on XX/XX/XXXX until the financing was approved. This was more than enough time from day one to know my credit situation. The dealer did not make this contract under good faith and it was not bona fide because the credit app was fraudulent. I have attached a few documents showing the contract was supposed to be with XXXX XXXX, not Wells Fargo Dealer Services and clearly shows the date of XX/XX/XXXX. I had no knowledge the financing was going through Wells Fargo until I received a letter saying they had taken over the contract and to submit the payments to Wells Fargo. When I contacted the dealer after receiving the letter, I was told there was nothing I could do except to pay the car for 6 months and then ask for a refi. The dealer had lied from the start about who was financing the vehicle and continued to lie during the entire time in order to obtain financing with out my knowledge. This is not good faith. I signed the second contract under false promises from the dealer and again under fraudulent terms since the paperwork says XXXX XXXX, not Wells Fargo Dealer Services.\n\nII. Assignment, paragraph 2, # ( 6 ) The down payment was made by my girlfriend by her debit card and cash. The initial down payment was made on XX/XX/XXXX by part cash in the amount of {$1500.00} and {$1500.00} by her debit card for a total of {$3000.00}. A second payment was made on XX/XX/XXXX by her debit card in the amount of {$500.00} for a total of {$3500.00}. The receipts are attached. The dealer admitted they had lied about the financing and my credit and due to having to sign a second contract they deferred the additional {$1000.00} down payment until XX/XX/XXXX. The dealer knew the money was not coming from myself but a third party who is not on the contract. The dealer also advised that we could borrow the rest of the {$1000.00} because we had told him we did not have an additional {$1000.00} to put down. This is also another reason why he deferred the last payment. In addition to my girlfriend paying the down payment she has also made payments to Wells Fargo by check and cash for this vehicle financing. The total amount she has paid in checks or by debit card is {$7600.00} and does not include the cash amount she paid at the Wells Fargo Branches located in XXXX XXXXXXXX, Id where she paid them for me when she was out of town. There is a list of checks with the dates and amounts that were paid to Wells Fargo for this vehicle over a period of 3 years. Both the dealer and Wells Fargo accepted payments from a third party knowing she is not on the retail sales installment contract. The dealer knew from the beginning the money was coming from a third party. The personal bank receipts are not attached due to privacy issues however, I do have all of the records for these payments. The dealer receipts are attached.\n\nII. Assignment, paragraph 2, # ( 8 ) The dealer and Wells Fargo were fully aware that I was a financial risk due to the fact that the dealer was having issues getting the vehicle financed. From the first day the dealer ran my credit they were made aware of my credit situation and score. Wells Fargo and the other lenders were also made aware after my credit was then ran again to obtain financing. The dealer sending my information to several different lenders and making me sign 2 contracts shows the financial risk. Wells Fargo was also very aware of this risk because the initial financing was supposed to be through Wells Fargo. The loan was denied on that date and this is why the dealer continued to run my credit though different lenders. In addition to Wells Fargo and the dealer knowing on XXXX, you were both made aware during the following month when the other lenders were sending denial letters. In fact, I received a denial letter from Wells Fargo dated XX/XX/XXXX saying you denied by initial application due to EXCESSIVE DELINQUENT PAST OR PRESENT CREDIT EXPERIENCE, NUMBER OF REVOLVING TRADES, EXCESSIVE INQUIRIES IN CREDIT FILE, but were approving a new contract under your new terms in which I did not agree to. Both the dealer and Wells Fargo pushed this financing through both knowing I was a financial risk and this loan should have never been completed. Wells Fargo had denied the application from the start and continued to deny the application even after I had signed the first contract! The denial letters are attached. I have also attached my credit report showing Wells Fargo ran my credit twice along with the other lenders.\n\nII. Assignment, paragraph 2, # ( 9 ) and ( 11 ) On XX/XX/XXXX at the dealer before completing a credit application, I made it very clear my credit was not good and I did not want my credit ran more than 1 time. The dealer promised they would just run it once and they would use that information. They ran it while I was at the dealer and said they did not need to run it anymore because they had financing through Wells Fargo ready to go. As I have already mentioned the dealer and several different lenders ran my credit 6 times from XX/XX/XXXX to XX/XX/XXXX! The only credit report paperwork I received was the credit score obtained from the dealer and that was it. I never received any copies of my credit report, the credit application I filled out, or any other documents regarding my credit. The dealer knowingly was sending my credit information with out my permission and ruined my credit score. I talked to him about this and he, XXXX XXXX, admitted that he did not need to run my credit so many times and that he should have just attached a credit report to the documents and send one credit report to the lenders. This violates both Federal and State FCRA laws and has not been complied with.\n\nAll of the above statements are factual and true as you will see from the paperwork I have submitted. In addition to the paperwork I have my girlfriend who has been present from day one as a witness to these facts along with her documentation as well. Before this information was submitted I have tried to resolve other issues with your office since XX/XX/XXXX which I also have records of. I have exhausted every option available to get this resolved with Wells Fargo and Wells Fargo has refused to help. \n\nThe amendment referenced between Wells Fargo Dealer Services and the Dealer clearly reads, SHOULD ANY OF THE REPRESENTATIONS OR WARRANTIES BE FALSE, THE ASSIGNOR AGREES TO PAY THE ASSIGNEE OR HOLDER, UPON DEMAND, THE FULL, UNPAID BALANCE OF THE CONTRACT, WHETHER OR NOT POSSESSION OF THE PROPERTY COVERED HEREBY HAS BEEN TAKEN BY ASSIGNEE OR SUIT HAS BEEN INSTITUTED AGIANST THE BUYER OR THE ASSIGNER OR BOTH. \n\nWith this complaint I have made Wells Fargo aware that the retail sales installment contract is not valid. The credit application submitted is fraudulent, and several Federal and State laws have been violated by both Wells Fargo Dealer Services and the Dealer. \n\nFor the above mentioned facts and reasons I am requesting Wells Fargo to honor its own amendment and hold the dealer and Wells Fargo liable for the entire balance of this financing. The contract should be voided and the dealer is responsible for its actions. I am requesting that Wells Fargo Dealer Services collect the entire amount of the contract of {$14.00}, XXXX, along with the down payment of {$4500.00}, any interest, late fees, attorney fees from the dealer. I am also requesting Wells Fargo to refund that entire amount less Wells Fargo attorney fees against the dealer to me and release the title in my name as the owner. Since both the dealer and Wells Fargo violated several laws and violated their own amendment and committed fraud the contract should have never been enforced. I feel that this is fare enough to resolve this situation. Should Wells Fargo feel that you do not want to comply or resolve this after knowing fraud was committed I will pursue a lawsuit for the above mentioned amounts and will include monetary compensation for fraud, state and federal law violations, and punitive damages. \n\nI look forward to your prompt attention the to this matter. \n\n**FILES WERE TOO LARGE TO ATTACH, I WILL BE SENDING DOCUMENTS FOR REVIEW, PLEASE DO NOT RESPOND UNTIL YOU HAVE RECEIVED DOCUMENTS. **","date_sent_to_company":"2018-09-27T20:18:10.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"90631","tags":null,"has_narrative":true,"complaint_id":"3031509","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-09-27T19:55:44.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem while selling or giving up the vehicle"},"highlight":{"complaint_what_happened":["He then showed her how he <em>electronically</em> input my credit application into the form on the computer and sent it via email. When she asked for a copy of that credit application he printed out a copy of another credit application form that is attached. As you will see they are not the exact same forms. The credit application that was sent to Wells Fargo has been filled out by <em>someone</em> else via the computer program the dealer uses."]},"sort":[8.684186,"3031509"]},{"_index":"complaint-public-v1","_id":"6109730","_score":8.448301,"_source":{"product":"Checking or savings account","complaint_what_happened":"Breach of Trust BOAs Failure to Protect Consumers Bank Account date : XXXX, XXXX Claim made by : XXXX XXXX XXXX XXXX  involved XXXX Bank of America Business Checking involved : Name -XXXX XXXX XXXX XXXX  and Checking account XXXX XXXX Violation of safe-guard of consumers business checking account and committed unlawful, unauthorized activities On XXXX XXXX I called Federal Reserve Bank Consumer Protection related to this Claim XXXX The consumer protection Agent then recommended me to contact Consumer Financial Protection Bureau. I spoke to XXXX XXXX in the Bureau who suggested me to file this claim on line and contact Federal Trade Commission ( FTC ) to further document this claim, which I did and spoke to XXXX XXXX XXXX. The background of my claim is as follows : On XXXX XXXX, XXXX, a scammer hacked into my computer through a pop-up yelling that my BOA Business ( BOA account ending XXXX ) account had been used to transfer its funds to a gambling account and warned not to turn off the computer, and must click on the number provided on the pop-up screen to remove the pop-up and get help. No matter how much I tried, I could not get rid of the yelling and the pop up. In desperation, I hit the number on the screen to get help. A female got access to my computer Immediately. She indicated that she is from XXXX and asked about all my banks balances to be used to identify the account holder and stayed on the screen while transferring me to a Bank of America Security Agent to help me to intersect the transaction. A man with an XXXX Accent told me to go to the bank to transfer {$18000.00} into the following BOA internal account that printed out from my printer ( apparently, they had accessed to my computer and was able to remotely print the following bank-to-be-transferred-in account information ) ; Acct Name XXXX XXXX Bank Name Bank of America XXXX XXXX XXXX XXXX XXXX Routing Number XXXX Bank address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Personal Address XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX CA XXXX The scammer advised that in order to find who was behind it, I needed to transfer {$18000.00} to the above BOA account so that when someone attempted to withdraw from my business account it will be directed to this guarded BOA internal account. In such, BOA could identify the person and avoid the transaction. I was in such a state of shock ; without reservation and with high XXXX, I fell into the scammers trap and went to the local Bank of America Office at A Street Branch in XXXX, California to make the transfer ; around XXXXXXXX XXXX on XXXX XXXX ( the Bank closed soon after ). I was told by the Bank Agent that since it was a late transfer request, the actual money will not be sent until next Tuesday, XX/XX/XXXX ( Monday, XXXX. XXXX was a Holiday for the Bank ). \n\nAfter I got home, I started feeling un-easy about the whole thing. I immediately made a call to the BOA Security and Fraud Department around XXXX ( 30 mins after I made the transfer ), I waited for about 90 mins to get connected to an Agent. I explained him the situation and was told by the Agent it was a scam and suggested it was the best to restrict the account, it was made around XXXXXXXX XXXX  of XXXX XXXX. The Agent indicated the transfer had not been executed and money still in the account, by placing a restriction, no one could access to the account, i.e., no one could transfer the money out of my account. Note : There was no misinformation given ; scam got identified immediately, money still in the account ; and the account was restricted by the BOA Security Agent. Simple, straight forward and nothing that I was misinformed. \n\nOn XXXX XXXX, I reported the scam to the XXXX Police Department. Report case number XXXX. In the report I told the Officer ( XXXX XXXX - Barge # XXXX ) that an Angel was in my side and the BOA Fraud Department indicated the money was still in my account and should be able to stop the transfer. It turned out the money was transferred regardless and I called XXXX XXXX on XXXX XXXX for the need to amend the report. \n\nOver the weekend, I kept reviewing my account and found there were activities on my account, including on XXXX XXXX there was a return of the money back to my account ( which was allowed in a restricted account ) and then a transfer of {$18000.00} out to the scammers account at the same day, which was not allowed in a restricted account ; as I had been told repeatedly ; no money could be taken out. I was extremely concerned and went to the local bank to report such a transfer and ask for Banks help to stop the transfer. The Bank Agent said there was nothing they could do to stop the transfer. Basically, it was out of their hands. We, then, together at the Bank office, made a call to the Fraud Department for clarification ( second call to BOA Fraud Department ). Again, we waited for some time and finally we were able to speak to an Agent. After verification of who we are we asked her to check the status of the transfer made in my account. Once again, the Agent ensured us the money was still in the account and told me to wait for a couple more days for the funds to be diverted back to my account. Note : I was not misinformed for the second time. Money was still in my account and will be diverted ( Agent words ) to my account in a couple of days. Once again there was no misinformation given. Also Bank Agent was with me whiling making the call.\n\nMy account continued showing the transfer. I called again on XXXX XXXX to report that the money has not been returned to my account and continued to show a transfer made on XXXX XXXX ( the third call made ). The Fraud Department Agent could not answer my question, and she then transferred me to its digital banking Agent. After explaining the situation to the digital Agent, she told me the money had been transferred and there was nothing more they could do. I questioned how could the Bank transfer money out on XXXX XXXX from a restricted account which placed on XXXX XXXX, XXXX days earlier? She replied I WAS MISINFORMED, once anyone makes a transfer there is no way to stop it. I was extremely frustrated with what she said and begging her to tell me what else I could do. She added, the only thing she could do was to make a customer compliant just for their internal training purposes. No concern of my desire to understand how and why the transfer was made without the consideration of the account had been restricted. I felt hopeless and helpless and decided to pursue filing this compliant to the Consumer Financial Protection Bureau in hope this complainant could lead me to answers of some of the questions listed below : 1. Yes, I physically made the transfer out of a frightened state of mind, but I was able to identify the scam immediately after, in less than 30 mins. I reported to the Fraud Department, put restriction on the account, would these not be sufficient for the Bank to stop the transfer? What more could I have done to help stopping the transfer? To consumers, it should have been a top priority for BOA to stop any transactions regardless any situations, as long as it is reported in time as scams and while money still in consumers procession. In my case, I was informed repeatedly by the Fraud Department Agents, and, on top of that, BOA placed a restriction on the account, telling me that no one was able to take money out of the account. All of these are to the contrary of what digital Agent said once you made a transfer it is no way to stop regardless of account restriction. What kind of protection that was? \n\n2. The BOA digital Agent said the transfer was made prior to scam reported, so, it was too late to stop the transfer. I questioned, every wrongfully transfer is always happened prior to the scam is being identified and reported. It should never be too late as long as it is reported in time. In my case it took me less than 30 minutes to discover the scam and reported while the money still in my account, according to all Security Agents I spoke to. Obviously, I have no other means to control the transaction only to rely on the Bank to fulfill its basic duty that is to safe guard and protect my Bank accounts. What was the point to have a Fraud Department that was only able to restrict the account, and yet, still allowed the money to be transferred to the scammers account, which had been identified and reported as a scam? In my case I reported the scam on XXXX XXXX and money was transferred from the restricted account on XX/XX/XXXX. I could not do any business on my own business account and yet the BOA Digital Department could simply walk into my account to make the unlawful transfer, which I was disparately wanting Bank to stop. I have exhausted all I could have done to work with Bank to try to prevent a crime. I, however, could never have imagined that the Bank could not or was not willing to make the efforts to help me to stop a crime, instead, the BOA was actually promoting the crime. May it be one of the reasons that there are so many scammers targeting senior citizens ( I am a XXXX of XXXX ) simply because the scammers believe as long as they could coax a frighten senior into making a transfer, BOA will transfer the money to them regardless, even there is a scam reported early enough to be able to stop the transfer?\n\n3. How could the BOA digital transfer Agent tell me that I was misinformed ( which I was never given a wrong information ) and that there was nothing BOA could be done in actuality to stop the transfer once one had made a transfer request. It implied that the reporting of a scam to BOA Fraud Department was a totally waste of time. Should consumers expect the BOA to ignore the fact a fraud is being reported? I would certainly like to know where are the banking regulations stating this rule.\n\n4. Is it true once the account is restricted, no one, including any internal BOA Department personnel, is able to access to the account? A detailed explanation shall be provided as why and how the Digital Department was able to make a transfer on XXXX XXXX from a restricted account placed on XXXX XXXX? I would also like to know what were the bases telling me I was misinformed by the BOA digital Agent? It seemed after she made the statement, she kept saying it was nothing else the BOA could do and told me to work with Police, with BOAs cooperation, to get after the scammers. \n\nXXXX. Why there were no communication between Fraud and Digital Departments? I can not believe that when Digital Agent made such a transfer on XXXX XXXX, they did not know or see a restriction that had been placed on the account on XXXX XXXX. At the very least, I believe, whoever was making the transfer should have noticed that the account had been restricted and seek immediately for further clarification, either communicating with its Fraud Department or calling myself, the consumer, prior to making the transfer. If such a security check was conducted, the transfer would have never been made. In my case why these two Departments are set-up to operate separately? I wish BOA could offer an explanation. Further, it appeared on XXXX XXXX the {$18000.00} was indeed returned to my account ( reason provided return of posted check/item ( received XXXX XXXX ) Electronic transaction ) and then, all of a sudden, on the same day, someone desperately made a transfer, giving the reason force post debit from XXXX XXXXXX/XX/XXXX. Document ID XXXX XXXX XXXX XXXX XXXXXXXX XXXX out of my account to the scammer. Why in such a hurry to made the transfer without un-restrict the account and my permission/request? It is very suspicious that the money had already been diverted into my account on XXXX XXXX, at that moment, the account was still restricted ; I would think whoever wanted to transfer out of the account must either the account has left the restriction and the most importantly, it must obtain the account holders consensus which I did not authorize to do so. The transfer is actually unlawful and very suspicious of the intention of the force transfer. BOA need to find out who did it and provide the reasons behind why an unlawful, unauthorized activity was committed. Possibly an insider job? \n\nI will work further with XXXX Police XXXX to seek for transcripts of all phone calls I made to the BOA Security and Digital Transfer Departments. These phone conversations are important to support my claim. If needed BOA could have an internal review of the activities conducted in my business account during XX/XX/XXXX to XXXX XXXX and conversations/phone calls I have made with BOA XXXX XXXX , or Police report case # XXXX on XX/XX/XXXX, issued by XXXX XXXX # XXXX. I hope the BOA could voluntarily provide me with all appropriate phone transcripts. \n\nThe unbearable stress, imposed on me to deal with the inconsistent information, had a tremendous impact to my health. One moment I was told not to worry ; the money is still in the account and no one could take the money out of the account, then, the other told me I was misinformed- all along there was nothing BOA could do to stop the transfer. But yet, the money was indeed returned to the account, but in some unknown reasons it was unlawfully transfer out immediately after. The most concerning I have now is that BOA was instead of helping its customer, in actuality, it abandoned the customer and, in turn, helped promoting the scam activities to grow. Every Senior must know the ordeal I went through and make certain their Banks would and could help once crimes identified early in time. \nI believe the BOA is a grossly either negligent or incompetent in handling my case. I believe also an unlawful, unauthorized activity was committed and therefore, the BOA shall not only be responsible for my monetarily lost but also my physical and mental sufferings as a result.","date_sent_to_company":"2022-10-26T12:52:53.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"945XX","tags":"Older American","has_narrative":true,"complaint_id":"6109730","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-10-20T20:54:13.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Further, it appeared on XXXX XXXX the {$18000.00} was indeed returned to my account ( reason provided return of posted <em>check</em>/item ( received XXXX XXXX ) <em>Electronic</em> transaction ) and then, all of a sudden, on the same day, <em>someone</em> desperately made a transfer, giving the reason <em>force</em> post debit from XXXX XXXXXX/XX/XXXX. Document ID XXXX XXXX XXXX XXXX XXXXXXXX XXXX out of my account to the scammer. Why in such a hurry to made the transfer without un-restrict the account and my permission/request?"]},"sort":[8.448301,"6109730"]},{"_index":"complaint-public-v1","_id":"2473155","_score":8.05776,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ks, XXXX  XXXX XXXX XXXX & XXXX select port foilio -XXXX can you help with unanswered question on my mortgage please?\ni live in XXXX kansas and i 'm in need of some quick answers and help with my mortgage. i am not sure who or where to turn to. i have sent out packets and i faxed documents and emailed people and phone calls and so much over the years. well i was reviewing mortgage sites to see if any problems have once again become a problem in the mortgage world cause it seems as if mine has never stopped.\ni am on XXXX and i purchased my home inXX/XX/XXXX and at closing there were 2 forms of documents due to at the last minute the XXXX who i was originally signing my loan documents agreed to lower my rates so a possibility of some loan mixes up when shipping my final documents to the company actually the faxed them at XXXX office in XXXX due to last minute change. so anyway a few days later my loan was sold to XXXX and when i had just mailed my first payment to XXXX  and received noticed that my loan had been transferred and in doing so it had the wrong interest rate and monthly payment. i kept explaining that documents could of possible got mixed up and in do so my loan was then transferred to XXXX XXXX  and XXXX. where this took me 2 years to get them to put me into another loan term as well as stop 2 foreclosure procedures that were basically voided before they started and notice was sent to the attorneys so i had to proof to the judge and the attorney that XXXX and XXXX redid my loan with fixed interest in order to correct the interest rate errors after 2 to 3 years of dispute however it was n't free and clear to me it created an amount of about 4000 or more to be included as if i had defaulted on the loan or was in the rear of payments in their error. since i was on XXXX and had fought to be a home homeowner and not stupid just because i was on XXXX i took the offer of XXXX and XXXX to make my loan current so i could proof i did have an income on XXXX and just like i fight for my home i fought for XXXX rights.\nany way everything was fine until about XX/XX/XXXX and make affordable became able i had my loan reviewed again for my income. then inXX/XX/XXXX my mom passed and my sister who also was on XXXX we made XXXX person together, sadly moved out and in XXXX XXXX had reset my loan supposedly according to my income, and then in the end of XX/XX/XXXXmy boyfriend had gotten XXXX XXXX and went thru XXXX and XXXX XXXX  as well, and unfortunately he is now going through XXXX XXXX and XXXX and preparing for XXXX and then XX/XX/XXXX of this year my XXXX passed., so as you see i have allot to keep up with and several other items have occurred on top of those major ones. that kinda brings you up to date on what i am inquiring about today is i every since i purchased my home it appears as if it 's been one thing after another and i have made previous complaints and or inquiries to the servicers as well as consumer protection however it appears as if i am getting no settlement of any kind was i included and no changes of my mortgage. i do n't know at this point where to turn or what to do in order to not lose my home and to get my credit back to where it should be. so that is why i am in research today to see if anyone in your office can explain or suggest answers or help of where or what to do if anything.\nin short i have 2 loans sinceXX/XX/XXXX with XX/XX/XXXX and XX/XX/XXXX\n1. my 2nd loan was written off i beleive inXX/XX/XXXX and the lien was released however they say i still owe the loan when i refinance.never understood why it was written off because i had just got it modified and i was n't behind on it but when i went to make payment they could n't find the loan and a few days later they said i ca n't pay anything on it cause it was written off. then i read a document from attorneys that i thought stated that was like part of the settlement and help for home owners for the wrong doing. and XXXX sent me back a letter months ago stating that is not so. and i sent that information to the treasury department and never heard anything back. so it is on my credit report as a bad debt i 'm not paying but they wrote it off and released it. so why? when i was n't behind.\n<P/>\n2. XXXX XXXX sold my loan to select portfolio inXX/XX/XXXX who i have been in dispute with every since, due to them not making my payments count. and i am still in dispute with them today. last week i got a right to cure which was the XX/XX/XXXX however since then i have sent them information such as they are not even listed on the XXXX inquiring about my mortgage.i have n't heard from them since.\n<P/>\ni received a phone call stated i was being sued but i do n't know from who or for what? so unsure if it is a debt collector casue XXXX wrote off and released my 2nd loan or select portfolio trying to take my home., cause my right to cure was the XX/XX/XXXXbut im not in default.\nanyway i keep fighting due to the fact that i am not in default with select portfolio i had missed over the 3 to 4 years 3 payments however i made double payments and i was suppose to pay XXXX a month and i paid double that at least twice and every since XX/XX/XXXX i have paid at least {$700.00} a month so that 's 3 years of overpaying that they said went towards my payment. anyway i made up the 3 payments so therefor i should not be in default however sps states i have the right to cure and that im 9 payments behind and there is no way shape or form i have every on any loan been 9 payments behind, i am on a fixed rate yet they charge me a daily interest. and they wont record my payments to make them count and even though i have proven time and time again that i made my payments and make them through XXXX XXXX every since they cost me {$470.00} insufficiency fees on a checking account of over 30 years that i shutdown and created me to pay extra fee to make my monthly payment as well as have proof my payments were made, which apparently they chose to ignore and after 6 months of payments being made they backed them out and input them with a different payment amount then what was required. so i 've sent prove of my payments to the credit bureau as well and received a letter back stating that sps has to be the one to record my payments have been made and sps states that the agency are not recording them correctly. so once again nothing is done, i make my payments and the credit agencies nor the companies are making them count, which i had believed due to me being on disability they are trying to force me into foreclosure.\n<P/>\nthen the last few days i found information about XX/XX/XXXX and XXXX and the XXXX who is strictly an electronic document feeder however they supposedly have been enforcing foreclosures, sp this is where you can help me. the information i read states fbi investigation on XXXX and XXXX fka XXXX  for bank fraud and it was datedXX/XX/XXXX of this year. my point being everything i read on this investigation is everything i have been disputing sinceXX/XX/XXXX and have not got to be part of any civil suit never received any documents to do so or letters or anything that could inform that i was part of anything that would give back to me for all the fraudulent activities and cost it has cost me over the years. and then out of the blue i run across this fbi investigation of XXXX XXXX, and the XXXX site advising to check my mortgage to make sure i was possibly not included in the company fraud which i believe i am. for years i 've inquired about my mortgage and who owed it so i could refinance with that company and i was told XXXX bank and for years they state they do n't find anything on my loan so then i look up the XXXX  and it states both of my loans are inactive and that XXXX and XXXX fka XXXX as my servicer which when clicking on link it brings up ads for XXXX  and XXXX investors, and that it held by XXXX bank as the trustee.\n<P/>\nso i email sps XXXX and XXXX XXXX and inquire about sps no where on the XXXX and that is who i make my payments to and set me the right to cure and that XXXX bank is trustee.\nthis is all part of what the fbi investigated and cludes is fraud.\n<P/>\nmy point being that XXXX and sps being the ones that seem to keep me in limbo to where my credit score is bad and my payments are n't being recorded correctly and most important have me in default that i should not be in, as well as when XXXX transferred my loan sps added in the forbearance a couple of times increasing my loan balance. so allot is wrong not to mention that i have documents as well as statements that have a different monthly mortgage payment such as contract in XX/XX/XXXXif it is a valid loan and valid transfer of my loan it states XXXX, other documents states XXXX  and statements state XXXX until changed due to escrow in XX/XX/XXXX, which sps backed out 3 months and input payment to start inXX/XX/XXXX as currently should pay XXXX but i pay at least XXXX every month.\n<P/>\nso i 'm needing to know what i should do to get my credit corrected and to make my payments count. i should n't be forced into a modification just cause they do n't keep records correctly, when i 've already paid, nor should they be able to fraudulently force me into foreclosure, because they written off my loan and released it on my 2nd, as well i made up the 3 payments i was behind and they keep charging me property valuation when they know i do whatever to keep my home and fight like XXXX on they deceptive acts. i 've been here XX/XX/XXXXand i 'm not going anywhere yet they keep my credit bad and my payments as if i 've not made them so that i ca n't get out from under them.\nthey offered a modification of a balloon balance of $ XXXX and added 2 years and reduced payment down by XXXX. and i did n't take it cause for 1 i 'm not behind and for 2 my loan would be paid off 2 years with a XXXX balance when they are adding XXXX and 2 years who in their right mind would agree to that and increase the loan balance by that balloon amount is what that adds up to. and how is that helping me when i 'm not behind and it would let them increase my loan as if i was in default and put that amount in the rears when i 'm not behind and never have been behind no 9 payments that almost an entire year and i do n't have no car payment because my motor went out no expense there i have no credit cards so no expense there and i only have my dog and my house and every day living so where would my income be going if i did n't make house payments? that 's almost an entire year and that makes o sense at all other than the fraudulent acts of trying to take my home for more money such as they did by the fbi investigation of turning in claims to the insurance companies as a bad debt they lost out and their insurance company pays them. and how can XXXX bank be a trustee?\ni found this information below is as an example of what to do is my loan paid for because my XXXX shows inactive?\nXXXX XXXX XXXXstatment or from all three friadent actives and the settlements against XXXX XXXX XXXX XXXX XXXX and XXXX showing inactive and the right to cure letters?\n<P/>\nam i paying the correct company my payments?\nwho does own my loan?\nif no one owns my loan then i have no loan or do i?\nis the write off and the the not applying my payment to count all part of pushing me into a foreclosure and or bahow do i get them to make my payments and their records correct, with correct balance duje, correct monthly payment amount and that i 'm not in default.?\n<P/>\nd credit that i should n't have?\nexactly what does that mean on the XXXX account of inactive and servicer XXXX and XXXX fka XXXX and XXXX XXXX as the trustee is it fraudulently, do i have a loan or not who owns my note and i 'm payin the right company and if i am how do i make them accountable for my correct payments and balance due and all the daily fees and or advances that should not been applied?\nhow do i know if i have homeowners insurance and why do i have a tax revenue out on public records how would i owe irs and why? i am on XXXX so i do n't have to file taxes and due to all my past badness of bad luck in the last few years i have n't had time to even file for my homestead. and according to XXXX  county my taxes were n't paid in XX/XX/XXXXand should have been as well s insurance they keep paying late and it keeps increasing.\nso is there anyone who can help me get my loan correct or discharged?\nis there anyone who listens and cares about what i need answered and help with before i have a sheriff knock at my door and if they do come then what, i should no way shape or form lose my home over these companies fraudulent and deceptive acts, so who or what do i do?\ni know they attorney general office nor the consumer protection agency are not suppose to take on 1 on 1 cases but it would appear that they have to start with someone somewhere and these dispute of mine has been nothing but a circle of one thing after another and no resolution so where do i turn and who has the power to stop this circle and get all the wrongness given back to me and these companies to stop [ all the fraud and deceptive acts that it appears all they do is get fined and start over again. maybe if they had to pay for the mortgage they did wrong then maybe they would n't be so out for themselves and be more for a business and consumers who they steal from instead of make a business from and for.\ni do n't know what to do with this right to cure when i 'm not behind and my credit should n't be bad. however i ca n't refinance and wont with wrong numbers or while i 'm in a dispute to make my payments count, in my loan as well in my credit.\nso i ask once again if my 2nd loan was due to settlement and since it was release due i still owe it and if yes then why did they write it off, i was n't behind at that time and know i suppose they can say i am.\nand on my 1st that XXXX transferred and sps backed out payments months later and then does n't make my payments count and keep adding daily interest on a fixed loan cuase they keep me in default that i 'm not, and my XXXX is n't showing sps as my servicer.\ncan they foreclosure and since its inactive is all these deceptive acts them trying to foreclosure and can they foreclose?\n<P/>\nwho can help me get these questions answered in order to stop all these time of disputing and taking a toll on my health and time and money?\n<P/>\nwhere i am i and my property as being any part of all the wrongdoing XXXX and its bandits have done to me and my home cost now and in the past 12 years, what or how do i get relieve from all this wrong doing and when is it going to stop..\n<P/>\nplease give me advice or information i can get some straight forward help due to my loan not being hud or XXXX XXXX or XXXX XXXX hud cant or dont have the answers other than refinancing that i ca n't due to dispute 4 and default that they keep me wrongfully in. again ive paid my payments and they are not being accounted for.\n<P/>\nand i would not of let the 2nd loan be written off i am and would of been disputing that from the beginning but i thought it was due to the national law suit.\n<P/>\nso i am finding out that 2nd loan according to XXXX was not due to settlement it was deceptively a bad debt they falsely claimed, i was n't behind and now they sold loan and sps is trying to do the same on it.\n<P/>\nwhere or who do i turn to do is needs to stop and be corrected and get out of a dispute and i wo n't give up cause i made my payments and ther are deceptively trying to take my home. please help me with a resolution and make this stop and get corrected after 3 years and same circle someone has got to step in. please tell me my XXXX is inactive cause XXXX finally paid their dues or why and what i should do.\n<P/>\nhowever please do n't let them have rights to push me out of my home when i made my payments. who has the power to listen and stop this company and their bandits.\n<P/>\nsorry its so long but i 've been fighting sps sinceXX/XX/XXXX and i 'm still where i started but now they are trying to say they can foreclose on me, yet i am not in default nor should my credit score be bad it looks like a checker board, and mi pay monthly and over i always have.\n<P/>\nthank you for your time and please leave a message or feel free to email due to XXXX threaten and other appoints my calls are screened as well as some times i ca n't always get to phone.\n<P/>\nthank you for your time and please help or tell me who can, im very very tired of this and need help.\n<P/>\n[ PDF ] 107300 - Kansas Judicial Branch XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX , as Trusteeof the ... Kansas law favors keeping a mortgage and the right of the ... Thus, the general rule is that the mortgage follows the ... their homestead rights, and had violated the Kansas Consumer ... .. judgment because, under the analyses in XXXX XXXX XXXX ,.\nI AM CONFUSED WHO CAN HELP ME UNDERSTAND. THANK YOU.\n<P/>\nif published please remove personal infor.","date_sent_to_company":"2017-05-03T20:14:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"666XX","tags":null,"has_narrative":true,"complaint_id":"2473155","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2017-05-01T21:43:06.000Z","state":"KS","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["to be the one to record my payments have been made and sps states that the agency are not recording them correctly. so once again nothing is done, i make my payments and the credit agencies nor the companies are making them count, which i had believed due to me being on disability they are <em>trying</em> to <em>force</em> me into foreclosure."]},"sort":[8.05776,"2473155"]},{"_index":"complaint-public-v1","_id":"8041224","_score":7.841137,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"XX/XX/2023 : I asked for and received a virtual XXXX from Affirm to spend at XXXX XXXX, in the amount of {$270.00}. \n\nXX/XX/2023 : At XXXX, Pacific time, I received an email from Affirm notifying me that my request for a virtual credit card to use at XXXX was approved for {$270.00}. Affirm also made note that even though the loan for XXXX was approved, it would not be confirmed until XXXX starts to process my order, which could take up to 21 days. The email from Affirm continued, Well email you as soon as your loan is confirmed, and at that point, your payment plan will start. \nLOAN ID : XXXX XX/XX/2023 : I placed Order # XXXX with XXXX for three pairs of sneakers. My order was confirmed as received and in process by XXXX via email at XXXX, Pacific time. ( Email attached ) XX/XX/2023 : At XXXX, Pacific time, I received a second email from XXXX . This email was an Update to the first email and was sent to inform me that my order had been CANCELLED. \n\nXX/XX/2023 : I called Affirm and updated the Rep. about my order being cancelled. I informed the Affirm Rep that I no longer required or desired a loan in any amount from Affirm and I asked the Rep to cancel my loan immediately. The Customer Service Rep told me that my loan was not yet processed. Also, if my order was cancelled by the merchant, I would have to speak with them, not Affirm. This did not make sense -- XXXX is the merchant, not the lender. The Affirm CSR reminded me : \" Don't worry, the virtual card expires in 24-hours anyway if you don't use it. '' I re-stated I am NOT USING ANY FUNDS and I want this loan closed -- or noted. \" Don't worry, the calls are recorded. '' XXXX was closed for the day, they are in an earlier time zone than California, so I had to wait until the next day to make sure XXXX releases any holds against the virtual XXXX issued by Affirm. \n\nXX/XX/2023 : XXXX, Pacific Time. I called XXXX. I attempted to explain to this young man that I had placed an order, the order was cancelled the same day supposedly due to out of stock issues. I told this XXXX Rep that it was important that, since XXXX cancelled my entire order, they need to release any hold on the virtual XXXX I used to pay for the order. I explained what a virtual credit card is, and that, while it pays the merchant immediately, it is actually a loan for which I am responsible. Therefore, since I am not going to be doing business with XXXX, and not using the Virtual XXXX  issued to me to use at their store, XXXX needs to return the money/ release the hold, immediately so that the card issuer, Affirm, will not come to me for repayment of a non-existent loan. I repeated this multiple times : yet the young man failed to comprehend. I asked that my call be escalated to a supervisor or Manager. \nAfter waiting on hold, a woman who said her name was XXXX came on the line. I repeated everything thus far. This individual was exceedingly rude, loud, disruptive, and extremely unprofessional. \nI have never encountered such behavior by a customer service representative at XXXX. She also failed to understand that the payment method used was not a \" traditional, '' physical credit card, it was a virtual credit card. \nI explained that only XXXX had the virtual credit card number and was the only merchant where I was authorized to use it, Affirm provided the card number directly to XXXX electronically. XXXX merely repeated herself, louder and ruder each time : Youve got to call your bank, the one that issued the card. We have a live website. Stuff sells out all the time, okay? -- XXXX never understood I was calling about the payment process, not to complain about the cancelled order. I asked to escalate the call further. XXXX responded, Theres nobody higher than me in this building! XXXX hung up. \n\nXX/XX/2023 : I posted a public complaint on XXXX XXXX page, hoping someone would see it and get in touch with me about this issue. \n\nXX/XX/2023 : XXXX : I sent XXXX Customer Service an email relaying the sequence of events thus far. The email was sent to XXXX Customer Service via a link on XXXX website. \n\nXX/XX/2023 : XXXX : I received an email response from an individual named XXXX who works at XXXX . XXXX apologized for the issues with Order Number : XXXX, and advised that the pending authorization of {$260.00} should drop off [ my ] card in 2-10 business days. \nXXXX INCIDENT # XXXX XX/XX/2023 : I checked XXXX XXXX page to see if anyone had responded to my public complaint. An unknown poster named XXXX posted that they were truly sorry this happened, and asked me to send them a private message with my order number and email address I used for the purchase. -- NOTE : This website does not have messaging/messenger activated. \n\nXX/XX/2023 : I replied to XXXX XXXX message to me saying I would be happy to cooperate, however, XXXX is not active on their account. Did they have some other idea in mind? \n\n\nPlease keep in mind that while all this correspondence was going on back and forth with XXXX and myself, I checked my Affirm account daily. It always showed, Approved, still in Process by XXXX. \n\nXX/XX/2023 : I had a long telephone conversation with a representative named XXXX in Affirms Customer Care telephone center. XXXX carefully listened to the sequence of events thus far. She told me she noted my account. XXXX then directed me to Send all this information in writing to the Customer Care Centers email address for investigation. Include invoices, cancel notices and emails. \nAffirm Call Center email : XXXX XXXX XXXX, CASE # XXXX XX/XX/2023 : XXXX : I sent a detailed email to Affirms Customer Care Department per XXXX instructions. I included attachments of my order acknowledgement, order cancellation, and first email to and from XXXX regarding the payment process and their need to return or release the money/hold ASAP. \n\nI continued to check my Affirm account daily to monitor the progress. \n\nXX/XX/2023 : I received an email from Affirm dated XX/XX/2023. In bold letters the email header said, Lets try that again I was shocked as I read the email : It looks like you tried to use a {$270.00} Affirm virtual card for purchases totaling {$460.00} at XXXX. There werent enough funds on the card to complete your most recent {$230.00} transaction. Some merchants require a buffer of a few dollars when you pay with a card, and this may be why your transaction didnt go through. \n\nWe recommend requesting a new virtual card thats about {$5.00} more than your purchase amount, and then trying this transaction again. Well refund any extra money you dont spend. \n\nWe also noticed that the merchant did successfully process {$230.00} in transactions. This may be to ship some of your items separately. After all transactions have cleared, we will refund any extra money you didnt spend on that card as well. \n\nIf you have any questions, visit the Affirm Help Center at affirm.com/help. \n\nXX/XX/2023, XXXX : I contacted Affirms Help Center immediately. I spoke with a very professional man named XXXX. He seemed to listen carefully to this entire issue from beginning to present. \n\nXXXX pointed out two things right away : 1 ) Affirms virtual credit cards are only valid for 24 hours and, 2 ) The virtual credit card is only valid at the merchant for which it was issued. In my case, this was XXXX. \nXXXX put me on hold while he researched my account activity. \n\nXXXX came back on the line to say that unfortunately, it looks like someone got ahold of the virtual card number and used it as though they believed it was an actual credit card. XXXX gave me an accounting of the transactions. \n\nFirst of all, I see very clearly that you were given a virtual card in the amount of {$270.00}. as you requested, to use at XXXX. I see the previous agents notes, your email and attachments. I see that XXXX sent in a reversal of the hold against the card on XX/XX/2023, in the amount of {$260.00}. \n\nXXXX continued, Unfortunately, we received this reversal around XXXX, and we are not open then. Charges started coming in the morning of XX/XX/2023. \n\nXXXX then proceeded with giving me the list of transactions : TRANSACTIONS : XX/XX/23 : XXXX XXXX XXXX {$100.00} XX/XX/23 : XXXX XXXX XXXX {$120.00} XX/XX/23 : XXXX XXXX {$230.00} ( could be XXXX ) XX/XX/23 : XXXX  XXXX XXXX XXXX {$140.00}XX/XX/23 : XXXX XXXX XXXX XXXX  XXXX {$86.00} XX/XX/23 : XXXX XXXX XXXX XXXX {$15.00} XX/XX/23 : XXXX XXXX XXXX XXXX  {$9.00} XX/XX/23 : XXXX XXXX XXXX XXXX XXXX {$24.00} XX/XX/23 : XXXX XXXX XXXX XXXX {$7.00}XX/XX/23 : XXXX XXXX {$21.00} XX/XX/23 : XXXX XXXX XXXX XXXX {$15.00} XX/XX/23 : XXXX XXXX XXXX XXXX {$9.00} XX/XX/23 : XXXX {$0.00} XXXX told me that Affirm will investigate how this happened when the card should not have worked anywhere but XXXX. THE NEW CASE NUMBER IS : XXXX XX/XX/2023, XXXX : I received an email from Affirm informing me that XXXX has processed your order! -- An order that was CANCELLED BY XXXX on XX/XX/2023 I received a letter from a CyberSecurity agency notifying me that there had been a security breech at several stores -- XXXX being one of them, and that \" my '' card ending in XXXX -- the numbers match the virtual card issued to me by Affirm, was one of those stolen/impacted. \n\nI sent this information to Affirm as further proof that I did not make any charges to the loan I have asked for WEEKS to be cancelled, clearly, by not following their own policies, the card number was pirated. \n\nNo matter what proof I provided or how many times I object to Affirm, they are holding me responsible for charges that they allowed to be incurred. \n\nI refused to pay them, they do not belong to me. Now, Affirm has sent me to collections and my credit is being negatively impacted. \n\nI should add : I have SEVERAL loans with Affirm. Every single one of them are in 100 % perfect status. I am an outstanding customer. However, I will not pay for debt I did not incur. \nIt is not fair that MY credit gets tarnished because this company did not follow its own rules nor did it cancel the loan the minute I asked -- effectively FORCING me into a loan I have said all along I did not want. \n\nI have provided Affirm with all supporting documents and I still have them should you need them. \n\nThank you.","date_sent_to_company":"2023-12-21T21:13:07.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Installment loan","zip_code":"92860","tags":"Older American","has_narrative":true,"complaint_id":"8041224","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Affirm Holdings, Inc","date_received":"2023-12-21T20:06:53.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Charges <em>started</em> coming in the morning of XX/XX/2023."]},"sort":[7.841137,"8041224"]},{"_index":"complaint-public-v1","_id":"12759789","_score":7.8249454,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXX\nI have been fighting Comenity bank since XXXX XXXX XXXX because they are trying to force me to pay for services I did not receive.  I have written numerous letters, talked to over XXXX  different people and got nothing but conflicting information.  They have destroyed my credit rating because they did not follow proper procedures when a cardholder reports a crooked merchant like XXXX XXXX XXXX  and whoever XXXX  XXXX  is. This bank is the worst one I  have ever dealt with since I have been doing  business, and that has been over 70 years. Why is this bank still allowed to remain in business? I have added excerpts from some of the customer complaints. Most of them have the same problem with Comenity. This is what they are doing: Comenity bank is using fraud and unethical practices to force cardholders to pay for services or products they do not receive. They use extortion to force them to pay and if they dont pay, Comenity will use black mail to force them to pay or they will destroy their credit rating. Credit ratings play a major role in every business transaction and Comenity knows this. These are some of the complaints: Comenity Bank Reviews THEY ARE CROOKS TO THE FULLEST. How could a bank like this still exist? No consequences. Where is the law? Is this the USA? Stay away from this bank. They charge for payments that don't go thru even though you get a conformation # from them. Got a janky answer from the manager that it take up to 15 day for them to get an answer.\nI have written three letters explaining this problem to this company but never receive a response!  I will not pay this bill; it is for a bogus account listing a bogus card, from a very disreputable company. DO NOT DO BUSINESS WITH THIS COMPANY!\nI'm sorry, but this is a fraudulent charge to me, and Comenity Bank has unethical business practices. This bank harassed me to pay it, they made collection calls and have been rude and distrustful even though I paid my account in full and closed the account. Helpful (0)\nEveryone should max out all their Comenity credit cards and refuse to pay. Most of the cards seem to be retailers and most people can live without retailers' cards. This will cause enough of a hiccup to get official attention to correct this corporation's thefts.\nThey would not work with me because they said the XXXX had been turned over to collections. I do not even owe this debt, and it is continuing to affect my credit score to the point where my home insurance doubled and is now XXXX more a year.\nThere I was, my car already serviced and Comenity told me to bring my card back when I received it and receive the service then!! I told Comenity, yeah Like this merchant is going to let me drive off and trust that I'll come back to pay for it, LMAO! I had to end up using another credit card I had and told Comenity to keep their card, dont mail it to me.\nPlease do not enroll with any credit card from Comenity Bank /Bread Financial. It is antiquated and a scam. There are some department stores that use them as well as XXXX Do not apply for anything with this bank.\nI can well understand why this \"joint\" has only 1 star rating. Comenity bank is usury at its finest. They are inconsistent, dishonest and scammy. Their accounts often include hidden fees and minimums. Payments will be applied randomly to multiple financed plans and their system does not have real time balance reporting. Their websites are trash. They will also randomly close accounts for no reason. Comenity: expect to be scammed.\nI used to have comenity bank with my XXXX  account and they were to difficult to deal with so I closed the account after they ruined my credit score on items I never bought. Now, I see they are doing the same thing with my XXXX  card. After i finally get out of the mess theyve made with that, I will never ever do business with any company that uses comenity, But since then Comenity bank calls 2 times a day and won't say anything when I answer. Checked them out and they are most likely a rip off scam company. They told us that we didn't pay the interest XXXX XXXX and all of the added fees. They sent us a bill - to our old address, again - and reported us again. Knock a hundred points off of our credit, zero confidence that they won't just do it again. AND when we were talking to them, the rep was rude, treated us like criminals, and hung up on us. Never again will I get anything from this bank. Never, ever, ever.\nComenity Bank is terrible, customer service rep's are just as bad. I purchased merchandise and donated XXXX to XXXX XXXX XXXX XXXX. I was not satisfied with the merchandise so I returned it. They credited by card all but the XXXX that I donated to XXXX XXXX. I later received a bill stating that I had a late fee. I did not have any other purchase on my card. They billed me late fees for XXXX months so I paid the late fee so it wouldn't impact my credit. The next month I received another late fee. My card is not late because I returned the merchandise. They are charging me monthly charges for the XXXX charges. I tried to dispute the matter.  I was given the wrong address, I had to contact the XXXX. This bank is definitely a SCAM. I'm closing my card and sharing my story on all social media platforms.\nComenity bank is such a scam you sent your money on time and they said oh no it takes 10 days to process so they give you late please I close my account immediately thank God the bogus late fees and interest charges which I am not going to pay I wish the companies that use them would not use them because I actually like the companies How come they are not aware of what a scam these people are? \n\nThey are quick to charge a late fee. I had a dispute with them and they never investigated it to get me a refund but the company I had a dispute with settled it later when I called the customer service number instead of the location of the disputed amount.\nPlease stay clear . This horrible greed . Plus I closed acct out last mth I pd it on XXXX XXXX they charged me late fee w acct closed in XXXX  said I may have pay another XXXX if interest from closed acct not pd by XXXX XXXX on closed out acct pd off XXXX bl just has pay interest fees today XXXX . Scammers very money hungry \nDO NOT GET INVOLVED WITH THESE PEOPLE!!! SCAMS. Got XXXX  credit card to buy a sofa XXXX my balance has never gone below that, no matter how much I paid. They now are FORCING account holders to give direct access to your checking account. Call customer service...you get charged XXXX to talk to someone.\nAny card I get I make sure it is not a commenity card. They are terrible, we received XXXX  calls a day on vacation for XXXX dollars. We were on tours and stuff and couldnt go thru getting the card out and writing down confirmations so we sent it to voicemail and took care of it at the hotel however it was ridiculous.\nThey will be hearing from my attorney and I am considering a class action lawsuit. STAY AWAY FROM COMENITY: THEY ARE FRAUDULENT THIEVES.\nI did not sign up for this terrible bank.I had a credit card with XXXX Well they changed my credit card to this terrible bank. Right away after the change I figured out how incredibly crooked Comenity bank is. They do not even have an App. They try to cheat people by making it very hard to find information. I paid off the entirety and will never do any business with them ever again. These kind of banks should never be allowed to operate. .Also XXXX  i am canceling your card After XXXX years just because you knew this bank was horrible but you were getting greedy and you thought you could get more interest and late payments from poor people that could not figure out how to find and understand how to pay this crooked scam company. Shame on you XXXX  for not caring anymore either.\nIm hiring a lawyer and I will go to the news. The store itself floor decor got hung up on and theres nothing they can do. I have my proof and I will not let them get away with this not even a star rating.\nI filed a dispute with them last XXXX  and they did nothing but kept telling that the dispute was still open but one is not supposed to pay any interest on account with a dispute.\nThey are shameless thieves...I was supposed to have paid my XXXX  card in full and after paying it off they charged me an interest of XXXX which rose in three months to XXXX dollars because they never sent letters or emails or text messages. They are the worst for credit cards, I don't recommend it. They are rats.\nJust like everyone else I would give 0 stars if I could. Worst bank ever and I am over XXXX years old so I have experience with banks. If you ever think about getting a credit card from this bank don't. You will have more issues resolving your problems than it is worth. They may even ruin your credit and no one including corporate wants to resolve any issues.\n\nIn XXXX  years of banking this bank is the WORST banking experience I have ever had ,of the 20 banks I have dealt with this one is rock bottom.I gave it a one star rating,if I could of I would of gave it a MINUS XXXX !!!  I owed them like XXXX  cents and the charged me a fine of XXXX plus interest ! I filed a complaint notice and got no response. When I got this ridiculous charge I paid it the next day just to get rid of it and then they hit me with a late charge and more interest !!! Their processing department must be the pony express. DO NOT OPEN AN ACCOUNT WITH THIS BANK, BE AFRAID BE VERY AFRAID !!!\nComenity Bank finds new ways to rob customers and charge interests that are not easy to understand, especially when you have the XXXX Credit Card and choose the 12-month financing option. Be careful and ALWAYS ALWAYS review your statements before making the payments. Comenity Bank is the worst Bank to deal with, they only care about taking money from you. They charge me XXXX as fees for one month, and I pay my card automatically every single month. Don't take any card from them, you will regret it!\n\nDo not apply for any kind of credit card unless you know what bank is being used for the credit. Comenity bank is a scam bank and will continue to charge you so called late fees long after you closed the account. They are also collections so they will turn it over to collections while you have no idea you owe money to a closed account. Complete scam.\n\nCrooked as can be. They do XXXXXXXX XXXX card and routinely send emails saying your payment is due on a certain date. When I go to pay in advance, late charges are already applied. I rarely receive payment emails before the payment is due. We have plenty of money. We just can't work with this company in a fair way.\n\nWe were with XXXX XXXX XXXX  XXXX. We were sold to Comenity and have had problems ever since. We pay our bill in full every month so I dont understand why when we use the card we are denied. This has happened to my husband very recently for the second time. I was also denied access on my card. Weve both been issued new cards and it happened again. Ive been embarrassed at the registerEnough is enough. They have been nothing but trouble.\nTerrible at best. I received a bill from XXXX  years ago that was payed ten tears ago. Comenity bank states that I am 4 months late on payments, but how can that be from a charge that was paid XXXX  years ago. Insane!!\nUse Comenity if you are BRAVE enough, so tired of arguing with them every month. Yes, they gives you headache at every month. Just when you are tired, they got a BIG piece of you without knowing it. It is not even qualified a legit bank to start with!!\nThey are a scam they take your Electronic payment from your bank account and say you did not pay. Then ask for your bank to send proof and say they never received that. And still want you to pay the bill even when its paid off.\n\nI have paid my bill consistently online and before the due date. They have no record of the payments and do not want to discuss it with me. I have tried to talk to their customer service but I could not understand a word they said. They finally hung up on me. I have told them I will not make another payment until they straighten out my account. Now I am receiving XXXX XXXX XXXX calls a day.\n\nI have the exact same problem with Comenity bank. My payment was due on XXXX, I sent my payment on XXXX , this bank claims they received the payment on XXXX. so they get to charge the late fee and interest. I called them , their answer is to check before due date to make sure the payment is in.\n\nThis bank does not expedite credit fraud investigation reported by credit card owners. They have taken XXXX months on my credit investigation and instead of investigating in a timely manner they kept charging me for the disputed charges and late fees, reduced my credit limit from XXXX XXXX XXXX. My original dispute investigation is still not resolved.\n\nAs a travel nurse making exceptional income, I will NEVER use this card again nor will I accept a credit line increase. WORST BANK EVER!!!!!!!!!\nOn XXXX XXXX I called their customer service line and asked the rep if I pay the balance today would there be any additional interest added to the account. They assured me that the final balance was the final balance. I also told them when I hit send on the payment that I wanted to close the account. Today I am looking at a bill for XXXX  more dollars. This company is a complete rip off and I would never recommend them to anyone.\nComenity Bank is a real life nightmare. No customer service skills, no resolutions to problems, a website that doesn't work and the inability to properly handle payment transactions. Move away from this bank as quickly as possible. . I know how to treat customers, and how I want to be treated. I've had XXXX XXXX  for XXXX  years, until today, you all know the problems. I have been a member of XXXX  for XXXX  years. I feel XXXX  did me wrong by turning the credit card over to such a poorly run, and understaffed bank. They had to know but didn't care because I'm sure palms were greased, and greed took over. I'm sorry I renewed my membership several months ago, but after XXXX  years of membership, it won't happen again, they caused our problems.\nSTAY away from them. They are crooks. I think they just string people along until they give up and pay it. They haven't met me. I will be filing a complaint with the feds. I've won before, I will again.\nI have been asked by a XXXX  representative to please keep using the card. Well, I've thought about it and no I will not use this card. Finally, their customer service representatives were terrible. They did not even try to help me and left me with XXXXXXXX  credit for XXXX  days!\nXXXX  switched to this company-try to follow up with Comenity Bank after receiving a letter that my due date had changed by a phone call but if I wanted to speak with a live voice would be charged XXXX XXXX what the heck was XXXX  thinking(not). Still awaiting current bill in mail. Will not setup any online service with this company (Comenity), in fact will stop using this card. XXXX  credit card service has lost a customer.\nXXXX  changed my VISA from XXXX XXXX XXXX to Comenity and its horrible. XXXX  responded to my complaint to the XXXX  in a professional manner but I got a letter from Comenity that was arrogant, obnoxious and a lie as far as their responsibility for unjustly charging me with late fees. Stay away from this bank that at the very least is incompetent with non existing customer support and whose business practices border on unethical.\nVery shady practices. Looks like they are there to get you in an endless loop to rip you off. A XXXX  purchase needed up with a XXXX bill. Their website is not available when I am ready to make the payment and couldnt get them on the phone also. Even after making the payment, they said that I might be getting a bill. When asked for what, they said that there is a daily charge and the balance I paid might not have that charges. Unbelievable!!! How can such a financial institution exist?? Feel awful for the customers who fell into their trap.\nComenity Bank operates worse than you would expect if you were dealing with a third world county bank. DO NOT TAKE OUT A STORE CREDIT CARD IF THE BANK INVOLVED IS COMENITY BANK.\nEach time Im told they will send me a new card, meaning I will be issued XXXX  cards I guess. I cant pay my balance without my account number. On phone Im told I can pay them for an extra fee. I dont think this is legit bank & they have all our info. Now I just want to pay my bill by cashiers check & be done with them which will also hurt my credit. But I dont know how.\nXXXX  issued me this card without my approval, then I canceled the account without activating the card. This was the beginning of a huge mess with nobody answering the phone. Tried to complain to XXXX  and couldn't get through to the right people there either. Stay away from this horrible bank and from XXXX  too.\nComenity recently took over servicing for a XXXX  Visa card from XXXX XXXX XXXX - which worked great for many years. Can't get an online account, can't get a service rep. This deserves NO stars. AVOID at all costs!!\nI received my XXXX  card, i also activated it, set up on line account, cant sign on to view my account, not going to use this card, will cancel it, i dont understand why XXXX  left XXXX XXXX XXXX  for these people, their customer service stinks.\nI have had a credit card affiliated with XXXX  for over XXXX years. XXXX XXXX XXXX serviced it. And I was happy with it. They saved me from fraud a couple of times. Apparently XXXX  dropped XXXX XXXX XXXX  for Comenity Capital bank. After reading some of these reviews I am going to steer clear of Comenity Bank. \nI can't get an online account set up and can't get a service rep. They are terrible!!! I don't understand why XXXX  made this change.\nI've had so many issues with this card. I tried to make a payment but their online and phone system was down for weeks so I was charged a late fee for that. I paid the next month and there's no history of me paying it at all even though I received a confirmation number. Customer service is rude and incompetent blaming me for not paying it in store when there system hasn't been working. Once I pay this card off I will be closing my account.\nComenity bank is charging interest on paid off balances and late charges on top of that. They have no regard for what is right, and calls are back-to-back. I would not recommend Comenity Bank to save my life!\nI cannot believe this company calls themselves a bank! This is the worst company ever! They made a $XXXX  mistake on my account. That's insane. Thank goodness I don't do business with them anymore.\nThey suck. On XXXX/XXXX  I mistakenly paid $XXXX  on a $XXXX  bill. They said I would have a check by XXXX. Nope, one operator said it is in the mail. This last operator said it is being processed. I told them, I am XXXX  and XXXX  costs me XXXX. I have no money to pay for it. They can't fed ex it nor can they call me or email me to let me know it was sent.\nComenity Bank does not Protect its credit card customers against unprincipled, unscrupulous merchant actions against its unknowing Comenity Bank Credit Card users. Please, beware of your online transactions using Comenity Credit Card. This bank does not protect its customers money,\nThey're trying to extort payments for returned items. I won't bore you anymore with the details except to say that If I see any financial ,banking or lending institution even remotely associated with Comenity I will try to get away from it as fast and far as humanly possible!\nThey're still charging me fees AFTER the card was supposedly closed. This is fraud and theft, and I'm in the position of having to fight with them because if I just don't pay it they could report to credit bureaus as an unpaid balance. Avoid any card through this bank at all costs--they're scam artists.\nHolding my payment hostage: I made a payment to Comenity XXXX more than the minimum payment which I frequently do. The payment was made on time but the payment somehow was inadvertently posted to a dead/closed account that was over XXXX years old. Why or How Comenity was able to post monies to a closed account.\nThe XXXX  Credit Card, managed by Comenity Bank, is a total fraud. I had autopay setup but then they stopped it without telling me. and then stacked up XXXX  months of late fee, and no notifications what-so-ever, until an agent called me i have XXXX months of late fee XXXXXXXX) stacked up. Total scammers... for a purchase of XXXX they should not be on this earth.\nComenity bank sent me a letter telling me that I owe them all the multiple transactions they stole from me or they will report me to the credit bureau. When I looked at my credit card statement, It showed the original transaction I made at Sportsman's, then it shows XXXX additional debits each for the same amount of over XXXXXXXX, but the debits are described as recurring payments.\nWhen I called them to resolve the issue, they told me they had fixed the issue, but they never did. I have called them many times and even though they admit this is a mistake, they tell me that they fixed it, but they still haven't.\nMy credit score is in the XXXX's for the last XXXX  years and now they are threatening to destroy it. I think I am going to get a lawyer and sue them. This is the most frustrating financial issue I have ever dealt with.\nWebsite and phones do not work AT ALL - don't try to pay them, you can't. Will just get you extra fees. They are a XXXX company - happy to give you credit at a high rate. NOW cannot even pay. Tried online. try calling. this is XXXX Just want to pay off and cancel this card. NOT WORTH THE HASSLE!\n Rude employees, XXXX  months trying to get a fraud charge taken care of. No one cares or bothers other than being rude and hanging up after a XXXX hour wait.Ask for supervisor was given another rude and non caring, uneducated employee. . Where the heck is this bank ? Well not sure it is a bank. I want my card closed and the false charge taken off. Does anyone care. I guess reviews don't mean anything because it is quite obvious they don't read them. Hundreds of reviews on this bank and they are still open. System has been down for XXXX weeks. CLOSE MY ACCOUNT.\nI have the exact experience with these people. Comenity Bank is a rip-off and so is XXXX! I have been charged a restocking fee and a late fee because I chose to fight this. Thus far Comenity says I owe them XXXX ALL IN RESTOCKING AND LATE FEES. I REFUSE to pay.\nI think it's literally been almost XXXX weeks now. Can't see my balance, can't pay my bill, I had to assign another payment method for all my Afterpay and pay pal pay-in-four purchases because the card is not going through when automatically billed...This is a disgrace - who monitors these XXXX anyway?\n\nThis company will try and ruin you. After calling them never wanted to tell me anything and the emails they kept sending me were the same ones over and over again. The unprofessionalism with these people are sick.","date_sent_to_company":"2025-04-01T18:05:59.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75216","tags":"Older American","has_narrative":true,"complaint_id":"12759789","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-04-01T17:33:24.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["They now are <em>FORCING</em> account holders to give direct access to your <em>checking</em> account. Call customer service...you get charged XXXX to talk to <em>someone</em>.\nAny card I get I make sure it is not a commenity card. They are terrible, we received XXXX  calls a day on vacation for XXXX dollars. We were on tours and stuff and couldnt go thru getting the card out and writing down confirmations so we sent it to voicemail and took care of it at the hotel however it was ridiculous."]},"sort":[7.8249454,"12759789"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":11,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":11}]}},"product":{"doc_count":11,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":3}]}},{"key":"Mortgage","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":3}]}},{"key":"Credit card or prepaid card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1},{"key":"General-purpose prepaid card","doc_count":1}]}},{"key":"Credit card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1}]}},{"key":"Payday loan, title loan, personal loan, or advance loan","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Installment loan","doc_count":1}]}},{"key":"Vehicle loan or lease","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":1}]}}]}},"issue":{"doc_count":11,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with a lender or other company charging your account","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Transaction was not authorized","doc_count":2}]}},{"key":"Trouble during payment process","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Charged fees or interest you didn't expect","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem caused by your funds being low","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Non-sufficient funds and associated fees","doc_count":1}]}},{"key":"Problem getting a card or closing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble closing card","doc_count":1}]}},{"key":"Problem when making payments","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem during payment process","doc_count":1}]}},{"key":"Problem with a purchase shown on your statement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":1}]}},{"key":"Problems at the end of the loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem while selling or giving up the vehicle","doc_count":1}]}},{"key":"Struggling to pay mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure","doc_count":1}]}}]}},"timely":{"doc_count":11,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":10},{"key":"No","doc_count":1}]}},"company_response":{"doc_count":11,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":9},{"key":"Closed with monetary relief","doc_count":1},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":11,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":11}]}},"company":{"doc_count":11,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":2},{"key":"ARVEST BANK GROUP, INC.","doc_count":1},{"key":"Affirm Holdings, Inc","doc_count":1},{"key":"Bread Financial Holdings, Inc.","doc_count":1},{"key":"NAVY FEDERAL CREDIT UNION","doc_count":1},{"key":"Netspend Corporation","doc_count":1},{"key":"PENNYMAC LOAN SERVICES, LLC.","doc_count":1},{"key":"SELECT PORTFOLIO SERVICING, INC.","doc_count":1},{"key":"Shellpoint Partners, LLC","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":11,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CA","doc_count":3},{"key":"GA","doc_count":1},{"key":"KS","doc_count":1},{"key":"MO","doc_count":1},{"key":"TX","doc_count":1},{"key":"VA","doc_count":1},{"key":"WA","doc_count":1},{"key":"WI","doc_count":1}]}},"company_public_response":{"doc_count":11,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":5},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":2}]}},"tags":{"doc_count":11,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":3}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-15T12:00:00-05:00","last_indexed":"2026-07-15T12:00:00-05:00","total_record_count":16469162,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}