{"took":244,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":143,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3107880","_score":16.01519,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I made a purchase on XX/XX/2018 at XXXX XXXX XXXX XXXX and financed the purchase with Syncrony Bank. The amount being disputed is {$4000.00}. However the store was unable to get the furniture available for me to pick up. After waiting longer than a month I requested a cancelation because I was getting monthly statements even thought I did not have any item on hand and had already made 2 payments. I thought they were going to charge the account until the items were ready for pick up. Either way, the store manager informed that he had processed a refund on XX/XX/XXXX but I still have the charge on my account. I called syncrony to open a claim and they told me I had to resolve with the store first and refuse to open a claim. I went to the store and the manager said there was nothing else for the store to do because a refund had been processed. The last time I called and requested to speak withe the manager they told me they had nothing else to do, that my case was closed. \n\nI called again Syncrony bank and they started a dispute. However I have not received a letter from them.It is been 1 month and 1 week that I opened the dispute the it has not been resolved. I asked for a proof that they are working on the case and they have no proof at all. Usually when I open a dispute I get a letter with the case or summary of the issue but I have not received anything. \n\nI have proof that I did not received any merchandise because the store manager wrote me a receipt saying I did not received the items but Syncrony is just not working on the case to get it resolved. My credit score has gone down because of this high balance. \n\nSomeone needs to get involved in this so Syncrony can change their system on how they work on claims. It is not possible that a customer gets scammed this easily and they don't do anything. \n\nI have requested twice to speak with a supervisor from Syncrony and they keep getting my phone number to call me back. I have yet to receive a call. \n\nThis is the info shown on my card Syncrony Financial XXXX","date_sent_to_company":"2018-12-22T17:13:04.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"77080","tags":null,"has_narrative":true,"complaint_id":"3107880","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2018-12-22T16:35:07.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I <em>made</em> a purchase on XX/XX/2018 at XXXX XXXX XXXX XXXX and financed the purchase with Syncrony Bank. The amount being disputed is {$4000.00}. However the store was unable to get the furniture available for me to pick up. After waiting longer than a month I requested a cancelation <em>because</em> I was getting monthly statements even thought I did not have any item on <em>hand</em> and had already <em>made</em> 2 payments. I thought they <em>were</em> going to charge the account until the items <em>were</em> ready for pick up."]},"sort":[16.01519,"3107880"]},{"_index":"complaint-public-v1","_id":"20278532","_score":15.342381,"_source":{"product":"Checking or savings account","complaint_what_happened":"CFPB Complaint Inadequate Training for Representatives Handling Fraud Victims ( Telephone Conduct ) Summary of Issue I am filing this complaint because the banks representatives demonstrated inappropriate and unprofessional telephone conduct when I reported fraud. Their behavior indicates a lack of training on how to communicate with fraud victims, and it created pressure, confusion, and emotional distress during an already urgent situation. The banks handling of these calls did not follow reasonable standards for assisting a consumer reporting fraud. \n\nDetails of the Incident When I contacted the bank to report suspected fraud, the representatives I spoke with were dismissive, unprofessional, and made comments that were inappropriate for a fraudreporting situation. Instead of providing guidance, support, or clear instructions, the representatives used language that minimized my concerns and implied blame. One representative stated that I just gave the scammer that much money and that I should be relieved I didnt hand it to them, which is not an acceptable or traumainformed response to a fraud victim. \n\nAdditionally, the representatives appeared unfamiliar with proper fraudresponse procedures. They did not provide consistent information, did not explain next steps, and did not follow a structured fraudreporting process. Their tone and comments created pressure to accept the banks position without evidence and made it difficult to obtain accurate information. \n\nWhy This Is a Concern Fraud victims are often under stress, confused, and in need of clear, supportive communication. Banks are expected to have trained staff who can : respond professionally avoid victimblaming language provide accurate information follow established fraudreporting procedures document the call appropriately The conduct I experienced suggests the bank has not adequately trained its representatives on how to communicate with fraud victims or how to handle fraud reports in a consistent, compliant manner. \n\nThis is especially concerning because telephone interactions are often the first point of contact for fraud victims. Poor communication can delay reporting, interfere with the investigation, and cause additional harm.\n\nBanks Response The bank has not acknowledged or addressed the inappropriate conduct or the lack of training. Instead, I have received inconsistent explanations and no indication that the bank reviewed the call recordings or took corrective action. The bank has not provided any assurance that representatives are trained in proper fraudresponse communication.","date_sent_to_company":"2026-03-15T10:25:41.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"82009","tags":null,"has_narrative":true,"complaint_id":"20278532","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-15T10:22:50.000Z","state":"WY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["CFPB Complaint Inadequate Training for Representatives Handling Fraud Victims ( Telephone Conduct ) <em>Summary</em> of <em>Issue</em> I am filing this complaint <em>because</em> the banks representatives demonstrated inappropriate and unprofessional telephone conduct when I reported fraud. Their behavior indicates a lack of training on how to communicate with fraud victims, and it created pressure, confusion, and emotional distress during an already urgent situation."]},"sort":[15.342381,"20278532"]},{"_index":"complaint-public-v1","_id":"20959926","_score":14.943717,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I made an online purchase from XXXX XXXX XXXX XXXX  in the amount of {$1900.00} for photography studio equipment. \n\nI want to be honest I made a mistake when entering the delivery address. The correct address is XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX, but I mistakenly entered XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. \n\nI understand this was the beginning of the issue. However, the key point is that the address I provided does not exist. Despite this, the carrier ( XXXX ) delivered my package to a non existent address and handed it over to an unknown individual. \n\nAs soon as I realized my mistake, I immediately contacted the store to try to resolve the situation. The delivery was intended for a freight forwarder in XXXX, and the store used this as a reason to deny responsibility, stating that they frequently have issues with deliveries to these types of warehouses. In summary, they refused to take responsibility, even after I demonstrated that the address I entered does not exist. \n\nSince the store would not take responsibility, I had no choice but to contact my bank, Chase, to file a dispute. \n\nOnce the dispute was initiated, my bank issued a temporary refund and informed me that the investigation could take up to 90 days. \n\nAfter the 90 day period XX/XX/year> the bank ruled in favor of the merchant and reversed the refund, leaving my account overdrawn. \n\nI would also like to note that another account was involved in this purchase, with XXXX XXXX, under my husbands name, for an amount of {$2700.00}. We had to use XXXX accounts because his debit card had a {$2500.00} limit. He transferred the remaining amount {$1900.00} to me via XXXX so we could complete the purchase, the total amount of this purchase, including both accounts, was {$4600.00}. \n\nThis is important because both accounts were affected. However, after my husband filed a dispute with his bank and the 90 day investigation period passed, XXXX XXXX  ruled in his favor. We have proof of this, including the official notification sent by mail, which clearly states that they ruled in his favor after determining that XXXX delivered the package to an unknown individual at a non existent address. \n\nAt this time, I am experiencing financial hardship and do not have {$1900.00} available to cover the overdraft and prevent my account from being closed. \n\nThank you for your time and consideration.","date_sent_to_company":"2026-04-05T15:46:39.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"37221","tags":null,"has_narrative":true,"complaint_id":"20959926","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-04-05T14:55:50.000Z","state":"TN","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["We had to use XXXX accounts <em>because</em> his debit card had a {$2500.00} limit. He transferred the remaining amount {$1900.00} to me via XXXX so we could complete the purchase, the total amount of this purchase, including both accounts, was {$4600.00}. \n\nThis is important <em>because</em> both accounts <em>were</em> affected. However, after my husband filed a dispute with his bank and the 90 day investigation period passed, XXXX XXXX  ruled in his favor."]},"sort":[14.943717,"20959926"]},{"_index":"complaint-public-v1","_id":"10258227","_score":13.786958,"_source":{"product":"Credit card","complaint_what_happened":"I made a credit card dispute with chase as that was the credit card I used for the transaction for XXXX on XXXX \nWhen my trip took place on XX/XX/XXXX, it was a complete disaster. The listing on XXXX advertised one address, but upon arrival, the owner called us to meet at a different location and provided accommodations that did not match the original listing. The owner also insisted we sign a questionable lease, claiming we were subleasing the property. Due to this, I immediately canceled the XXXX XXXX XXXX \n\nAdding to the distress, I have XXXX children under XXXX XXXX XXXX and had to navigate these sketchy and alarming circumstances with them present. It was an extremely unsettling experience.As well as find somewhere else to stay in a city that I do not live in. \n\nI made a credit card dispute with chase on XX/XX/XXXX .After several calls and attempts over several months I was told they are investigating and needed time. Then finally on XX/XX/XXXX I was told through a representative that I wasnt getting refund. I then requested a supervisor which I did attain. After reviewing my case and discuss the situation the supervisor said I filled under the wrong description and will need to reprocess. Which I responded why wasnt I told that from the beginning because every personnel before that did not indicate this, they said the case was being process wrong and was told on different occasions I would be issue a credit. \nOn XX/XX/XXXX the supervisor reprocess under the correct action as to what they thought would fit my case. \nOn XX/XX/XXXX I reach out to chase for an update and was told I would not receive a credit they found no grounds. I review the case as I did not stay at the location through no fault of my own but fraudulent behavior and misrepresentation from XXXX a hotel company. \nThroughout these months XXXX was also contact numerous times and repeatedly denied any culpability and stated they could not reach ownerso it was out of their hands. \n\nI am urgently requesting a refund, as the service was not fulfilled nor was it held up to conditions that I was agreeing to once I purchase the stay. The transaction should not be compensated, especially since I had to book another hotel that same day. Clearly, I would not have done this if I had been able to stay at the original booking. \n\nIn summary, the XXXX XXXX XXXX, and we never stayed at the property. I hope you can assist in issuing a credit for the service. \n\nSincerely, XXXX","date_sent_to_company":"2024-09-26T19:56:34.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"33463","tags":null,"has_narrative":true,"complaint_id":"10258227","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-09-26T19:04:59.000Z","state":"FL","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["In <em>summary</em>, the XXXX XXXX XXXX, and we never stayed at the property. I hope you can assist in <em>issuing</em> a credit for the service. \n\nSincerely, XXXX"]},"sort":[13.786958,"10258227"]},{"_index":"complaint-public-v1","_id":"19939862","_score":13.286905,"_source":{"product":"Credit card","complaint_what_happened":"Good Afternoon, I have been communication with my credit card company since XX/XX/XXXX, over a year now, regarding fraudulent XXXX charges posted to my credit card on the XXXX and XX/XX/XXXX statements. XXXX XXXXPLEASE SEE ATTACHMENT FOR A DETAILED LIST OF DATES and COMMUNICATIONS, When I contacted the fraud department, they researched the charges, identified that they were fraud and agreed to reverse all charges within 3 months. They sent a follow-up letter confirming the result of the investigation and that I was not responsible. \n\nBy XX/XX/XXXX, they had only reversed {$2500.00} of the total {$11000.00} of fraud charges so I began to document my communications on the matter. \n\nOver XXXX, I followed up periodically by phone and received the same response -- -the charges would be reversed. When I followed up in XXXX  because there was no movement, I was told to fax all documentation, which I did on XX/XX/XXXXXXXX  at a cost to me of almost {$200.00} ( fax was XXXX. XXXX pages of documentation which included all affected monthly statements, highlighted transactions that had not been credited, and a spreadsheet listing fraudulent charges amounts each month and corrections made each month, and a summary letter outlining all communication and what the representatives said would happen as a result ). -- -I have the FAX transmittal receipts showing the FAXes were successfully transmitted, and also received verification from the Customer Representative that they had the FAXes \" in hand ''. \n\nI have followed up several additional times since XX/XX/XXXX. On XX/XX/XXXX ( apx. ) I spoke to a representative who told me the charges would be reversed in 10 days. When I returned from XXXX XXXX in XXXX, I was told that there would be no reversals because it was determined the charges were not fraud and that they were my responsibility. I have asked to speak to management several times but was told no managers were available. I was given a FAX number to fax my concerns. I did that as well. I still have not been contacted by management. \n\nI consulted with As the Lawyer type service and they recommended filing a Consumer Complaint as the most expedient process since I have detailed documentation of my ongoing interactions with the company -- -when I called, and in many cases who I spoke to, and what they said the outcome would be. Over the course of time I have been given 2 case numbers because someone closed the first case without following through to make all the reversals. The second case number was opened in XX/XX/XXXXXXXX  because the last representative told me the case was closed. Also, during each conversation, I was given the standard \" this message is being recorded for quality control purposes ''. This is a good thing because those recordings will affirm everything that I have stated here. \n\nAt this point, I am completely frustrated because the company has made the process very convoluted -- -I can never speak to the same representative I spoke to on the previous communication ; I was never allowed to speak to a Manager ( e.g. get the situation escalated ) ; I was repeated given conflicted information on which phone number to call and which Department to talk to ( e.g. ping-ponged between the same Departments ) ; the charges were confirmed fraudulent and I was repeated told they would be reversed within 90 days/3 billing cycles ; I even had 1 presentative tell me that she had to reverse the charges XXXX and that was a lot of work -- -clearly she meant that as the charges were not reversed and the case was marked closed. I feel the company certainly did not do their due diligence regarding my issue, they demonstrated that they do not have very good quality control procedures -- -you would think if a card holder was repeatedly calling on the same matter that would prompt some kind of internal review on the matter and ALL the employees that contributed to the ineffective closure of the issue. \n\nThank you very much for your attention to this matterXXXX XXXX XXXX.","date_sent_to_company":"2026-03-03T20:16:15.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"20743","tags":"Older American","has_narrative":true,"complaint_id":"19939862","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2026-03-03T19:27:24.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["the FAXes \" in <em>hand</em> ''."]},"sort":[13.286905,"19939862"]},{"_index":"complaint-public-v1","_id":"11753731","_score":13.2078085,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX while using the XXXX XXXX website as a \" guest '' within an XXXX  phone, checking prices for a flight for another party, I was only allowed to see the final price and confirm payment after Capital One credit card services used their XXXX XXXX which required the credit card being physically held to my mobile device, in this case, a XXXX XXXX XXXX ( XXXX  operating system ). The XXXX process uses near-field communication-enabled authentication technology ( XXXX  ) created by Capital One which was not functioning properly and reverted back to the merchant site time after time until a final attempt was made, and out of concern, I took a screenshot with my mobile phone, at which point the software denoted, \" Verification complete, \" Your transaction has been verified. '' You can now return to the merchant site to confirm your purchase ''. This was both a contingent and congruent portion in order to review a final price back to XXXX XXXX, for making a pruchase on review of all terms and conditions and agree to the charge for the booking reservation. However, this never occurred, istead of being sent back to the merchant website XXXX XXXX, the wesbite simply pointed back to a splash page of XXXX XXXX and no information about the charge was provided although a transaction was made without my permission. I informed XXXX XXXX in an attempt immediately, but they had no working telephone number and their chat support would not reach any person. I incurred expenses doing this. I then followed back up in another attempt with a XXXX XXXX representative chat on XX/XX/XXXX who said all sales are final and no cancellations allowed even though I explained I never authorized the purchase and was only following their website technical process to review the final price it went unheard on deaf ears. I filed a credit card dispute with Capital One as included portions, in which Capital Once provided a {$0.00} credit and denied the {$95.00} leaving {$94.00} remaining. On XX/XX/XXXX I called Capital One after they denied my dispute regarding XXXX XXXX 's response because the facts laid out here were never addressed, and XXXX XXXX could not show that I made the purchase and instead used only example story illustrations to respond that their IT department confirmed there were no system issues on the given date of the transaction. Then, I explained to a Capital One dispute resolution employee on this day that it was a cogent argument, with the XXXX  process XXXX as explained is faulty and XXXX XXXX implementation having a programming error or fraud. In fact, I requested a U.S. representative as initial was a foreigner in the XXXX who was not able to understand English dialect language and the U.S. representative once made contact was unable to logically comprehend larger words or the issue at hand being the XXXX Capital One software issues with the merchant site. They refused to follow the dispute as their XX/XX/XXXX ; Case Number : XXXX specifically lays out and ignore plainly that XXXX  on Capital One is a malfunctioning bug error because I never agreed to the purchase for the ticket. I was simply charged as soon as I placed the credit card near the phone 's XXXX and the merchant sent me nothing, which shows I agreed to their charges for the ticket, terms and conditions, and they also charged insurance which was never elected. The Capital One representative told me the screenshot was not enough to validate my argument without considering the argument. Pages 4-6 as XXXX XXXX states in their response shows full agreement for transaction process but this is not true and they simply insererted mock ( made-up ) information such as adult guest sdvsfvgf, czssdv. I never had a chance to review the booking summary because Capital One XXXX  XXXX  simply charged the account with XXXX XXXX and left the website on its main page. I demand a full refund.","date_sent_to_company":"2025-03-05T15:47:19.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"365XX","tags":"Servicemember","has_narrative":true,"complaint_id":"11753731","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-01-24T13:13:50.000Z","state":"AL","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I called Capital One after they denied my dispute regarding XXXX XXXX 's response <em>because</em> the facts laid out here <em>were</em> never addressed, and XXXX XXXX could not show that I <em>made</em> the purchase and instead used only example story illustrations to respond that their IT department confirmed there <em>were</em> no system <em>issues</em> on the given date of the transaction."]},"sort":[13.2078085,"11753731"]},{"_index":"complaint-public-v1","_id":"5023485","_score":12.779158,"_source":{"product":"Checking or savings account","complaint_what_happened":"Summary : I guess Chase is just pretending that they didnt freeze my business funds for approximately two weeks without prior notice while I was on a business trip to find rental properties in Texas . Chase provided no solutions other than for me to wait for an unknown future date to get access to the money due to an XXXX  software issue. I had to pass on opportunities due to not having any money as well as use my personal funds to pay for expenses. It is unacceptable for them to freeze approximately {$200000.00} with no notice, provide no assistance, and prevent me from operating my business. \nDetails : I opened the account on XX/XX/2021, and provided Chase all the required information listed from their online list. I was told the account was opened successfully and needed to fund the account in ten days. Therefore, I transferred the {$200000.00} to fund the account. I then received a mailed letter dated XX/XX/2021 to provide additional information. On XX/XX/2021, I provided the additional information. I emphasized I was heading to Texas to purchase the rental property and did not want any issues with the money. I was assured I would be alright and the banker even had a new credit card issued so it would arrive before my departure. Great! On XX/XX/2021, the personal banker telephoned that my business account had been frozen, because I needed to provide social security card. He had not been given prior notice either. I would not be able to access any money until I brought in my social security card. I had to pay for the second hotel and other expenses with my personal funds. Many apologies from the personal banker, but no answers of why Chase froze funds with no prior notice and to do it after I provide them with all requested documents. \nXX/XX/2021, I provide my social security card, but the funds were not made available. On XX/XX/2021, I was then told I needed to provide a copy of a bill with address, which I provided. The funds were still not made available and I was told the XXXX department was no longer taking phone calls and correspondence had to be done via email. Know your customer ( XXXX ) was the department that seized my money with no notice. The personal banker said these other requirements were being told to them after the freeze of funds by XXXX. The additional documents were not written or known to even them. I was informed I was among many new small business owners nationally affected by an XXXX  software issue. My money was not seized due to a government warrant or due to illegal activity. The fastest way to getting my funds were to provide the documents, which is what I did. I asked for a letter that stated when Chase froze my account, why no prior notice, why even freeze when I had been to the bank to take care of their requests, why they declined any assistance to keep me operational, and an official apology. I was told by the banker that my account was sent to escalations. XX/XX/2021, I spoke with escalation specialist, XXXX. I asked if Chase would provide temporary funds while they worked out the issues. She said no. I asked what solutions they had for us business owners. She said I just had to wait. I asked to speak to a manager as no solution ( s ) was not acceptable. To add insult to injury, XXXX then told me she had to hang up because she had other things to do. So disrespectful and the companies noncaring attitude. I was not even on the phone call for 6 minutes. To date I have received nothing ( no letter ) and it is safe to say there is no intent for them to do so. \nI wired Chase {$200000.00} and then to be shut off from it at no fault of my own caused incredible hardship. I spent 11 years saving and waiting for the moment to start my company. I never thought my barrier to entry would be my own bank that I trusted to look out for me. Chase should never be able to freeze legal accounts and then provide no answers to those affected. They literally just threw their hands in the air and said wait it out.","date_sent_to_company":"2021-12-19T23:08:09.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"90008","tags":"Servicemember","has_narrative":true,"complaint_id":"5023485","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-12-19T22:54:11.000Z","state":"CA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["They literally just threw their <em>hands</em> in the air and said wait it out."]},"sort":[12.779158,"5023485"]},{"_index":"complaint-public-v1","_id":"4086155","_score":12.220475,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"The following people have received multiple emails from me on this issue, FYI. \nXXXX XXXX ; XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX This was first reported to 5/3 in XX/XX/XXXX. I spoke with a XXXX and XXXX ; both stated they would escalate this to their supervisors. Clearly nothing has been done about this issue. \nThe short story is EVERY time I use my 5/3 card, 53 duplicates a charge. This is the basis of my complaint as I perceive this as either illegal or irresponsible. \n. \nAfter dealing with another serious issue, I forwarded the following to XXXX who has been working on this since XX/XX/XXXX. We have talked twice a week since XX/XX/XXXX. Each time we speak she tells me she has escalated the issue ; or talked with her boss ; or has to allow time for the team to work on it ; or taken it as far as she can. It is in the hands of their IT team who cant find a solution ; doesnt care that this happens only with my 5/3. XXXX XXXX and other cards NEVER have this issue. \n\nAfter the last conversation with XXXX it is clear 5/3 wants to wash their hands of this issue and their IT department isnt concerned with pursuing, researching or investigating this issue. \nI consider it serious simply because If I had an emergency, with all the pendings/ duplicate pendings I have - this could impact me personally. \nFollowing is the summary and snapshots Ive sent to 5/3 XXXX Thanks for helping with this. It has been an issue since XX/XX/XXXX. Now that I have your attention and you seem to be someone at 53 who can really get things done, I'm so happy to share this with you. \n\n\nBasically, when a pending charge hits my 53 credit card, it always does so in duplicate. All the retailers say it's not them and since my 53 card is the only common item, I have to believe it has something to do with 53. This NEVER happens with XXXX XXXX or any other card I have. \n\n\nThe retailers and 53 customer service all say, \" it's pending, if it doesn't fall off, call us back ''. Well, that is not acceptable. Even the pending charges go against my available limit. If I had an emergency, with all the 'pendings ' I have - this could impact me personally. \n\nThis is the most recent, notice the duplicate {$22.00}. There are a few more, following the XXXX snapshot. \n<snapshot in attachment> XX/XX/XXXX I spoke with XXXX ( 53 ) her employee ID is XXXX <snapshot in attachment> XX/XX/XXXX I spoke with XXXX and XXXX and XXXX stated it was not a 53 issue. with so many of these, I know it must be 53. \n<snapshot in attachment> This is the issue from XX/XX/XXXX : See below - I made ONE purchase of XXXX, but it shows up in my pending THREE times. I get THREE texts and THREE emails, so I am pushed to view the credit card info at 5/3.com. XXXX and XXXX were no help and stated they would pass this on to their supervisors and I doubt they ever did anything. I never heard back from either of them. My point is I should NOT ever, get duplicate charges. \n<snapshot in attachment> Again, ( XX/XX/XXXX ) I spoke with XXXX and she stated that they could not decipher the problem. ( In other words, they could not figure it out ) I also asked why her IT XXXX could not understand that this is a compliance issue, she stated, that her IT XXXX has not responded to anything escalated by her OR emails sent by me. \n\nToday ( XX/XX/XXXX ) I spoke with XXXX XXXX (? Spelling ) a supervisor stated basically the same as XXXX AND the 53 was not concerned that the duplicate charges are held against the credit limit and could cause a customer hardship, in an emergency. Shockingly poor attitude towards customers. He also stated that IT had nothing to fix as this was common activity. \n\nI find it hard to believe that duplicating charges are common activity.","date_sent_to_company":"2021-02-05T21:35:49.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"46845","tags":null,"has_narrative":true,"complaint_id":"4086155","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2021-01-22T16:03:24.000Z","state":"IN","company_public_response":null,"sub_issue":"Overcharged for something you did purchase with the card"},"highlight":{"complaint_what_happened":["After the last conversation with XXXX it is clear 5/3 wants to wash their <em>hands</em> of this <em>issue</em> and their IT department isnt concerned with pursuing, researching or investigating this <em>issue</em>. \nI consider it serious simply <em>because</em> If I had an emergency, with all the pendings/ duplicate pendings I have - this could impact me personally. \nFollowing is the <em>summary</em> and snapshots Ive sent to 5/3 XXXX Thanks for helping with this. It has been an <em>issue</em> since XX/XX/XXXX."]},"sort":[12.220475,"4086155"]},{"_index":"complaint-public-v1","_id":"2859998","_score":12.209925,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Summary : Coinbase has failed to address, correct or actually respond to the issues on multiple support emails about it technology failure on Thursday XX/XX/XXXX and unauthorized trade. Coinbase does not offer an phone number for customer service/trading issues rather requires one to email support. They however take weeks/months to respond with a pro-form answer and links and never actually address or correct the mistakes made by their technology. They are also in breach of there own terms of service.\n\nEvents : Thursday XX/XX/XXXX : I entered an order to purchase XXXX   Ethereum Coins. The trade did NOT go through. I did not ( and have not ) received a confirmation email. My weekly allowable trading dollars did not change. AND I received an error message saying something to the extend of Coinbase was having technical difficulties and to try back later.\n\nFriday, XX/XX/XXXX: I re-entered an order to purchase XXXX Ethereum Coins. The trade was processed. I received a confirmation email. My weekly allowable trading dollars were reduced.\n\nSaturday, XX/XX/XXXX : I noticed a debit in my bank account for the wrong dollar figure. As I would later find out, Coinbase held my trading order from Thursday and processed on their own. I emailed Support explaining that the trade should not have been executed based on the error message, and lack of confirmation etc. I asked the to correct there error and bust the trade.\n\nTuesday, XX/XX/XXXX: I received an email back with a stock or pre-fabbed response with links and description from there FAQs. It was clear no one actually read my email nor addressed the issue.\n\nTuesday, XX/XX/XXXX : I responded to the response with the following email : \" I submitted an issue via email 2 weeks ago and received a stock response this morning. The response failed to address the Coinbase technology issue that resulted in a duplicate trade, failure to provide any confirmation and failure to provide any solution or resolution.\n\nPlease allow this follow up email to serve as my formal complaint against coinbase, coinbases errors and the possible violation of terms and conditions set forth by coinbase.\n\nAgain, after attempting to place a trade onXX/XX/XXXXfor XXXX ethereal coins I received an error message. I did not receive a trade confirmation. My weekly available trading balance did not change and nothing happened. The order did not take place- After wait\n\ning 24 hours and receiving nothing I place another trade for the same XXXX ethereum coins. It wasnt until my account was debited 2x did I notice any problem. My intent and actions wereto purchase XXXX ethereum coins. Coinbase 's known technology issue on that day is at fault. I first emailed coinbase on the XX/XX/XXXX because I believed the debit was in error. I received the below stock answer ... not\nacceptable.\n\nAs such, and due to the failing of coinbase I kindly request you bust the trade on XX/XX/XXXX for XXXX ethereum coins. Please let me know immediately how you will/wish to proceed. '' Wednesday, XX/XX/XXXX: I received a response from XXXX that again ignored the issue. Email stated : Hello there, All transaction that was made on your account are completely successful. \" Wednesday, XX/XX/XXXX : I responded with : \" XXXX, Please escalate to your supervisor as it is clear you are incapable of addressing any of the questions or concerns stated in my previous emails. Please ask them to contact me and address the issues at hand : your systems malfunctioned causing problems. Furthermore, your response to a formal complaint is not even a sentence- this is beyond insufficient and inadequate.\n\nFriday, XX/XX/XXXX : I received the following : \" Hi there, Thanks for reaching out. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. Thank you for your patience. '' Friday, XX/XX/XXXX : \" Hi there, Thank you for contacting Coinbase support. We know that it has taken a while to reply. Were working to improve our response times as quickly as possible and want to check if your issue has been resolved.\n\nSunday, XX/XX/XXXX : I responded : ...\n\nWednesday, XX/XX/XXXX : I received an identical response to the original email I received on XX/XX/XXXX.\n\nPlease help as it has been made clear that coinbase lacks the infastructure or desire to address and respond to unauthorized transactions made by them AND they have, without permission debited my account and held my funds for over 2 months now.","date_sent_to_company":"2018-03-30T13:04:42.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"22203","tags":null,"has_narrative":true,"complaint_id":"2859998","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-03-30T12:36:27.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Summary</em> : Coinbase has failed to address, correct or actually respond to the <em>issues</em> on multiple support emails about it technology failure on Thursday XX/XX/XXXX and unauthorized trade. Coinbase does not offer an phone number for customer service/trading <em>issues</em> rather requires one to email support. They however take weeks/months to respond with a pro-form answer and links and never actually address or correct the mistakes <em>made</em> by their technology."]},"sort":[12.209925,"2859998"]},{"_index":"complaint-public-v1","_id":"5358639","_score":11.948631,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022, I received a {$20000.00} check ( \" Payment '' ) from my client as partial payment for services rendered. The check was from XXXX XXXX XXXX XXXX ( \" XXXX  '' ) held by my client 's business and made payable to my business. That same day, I attempted to deposit the Payment in my JPMorgan Chase Bank , N.A . ( \" Chase '' ) business checking account at a branch in downtown XXXX, XXXX. Chase provided a transaction summary that stated \" checks within this deposit may not be paid because of information we've received from the paying bank or due to information we have within our systems, '' i.e., XX/XX/2022. \n\nUpon learning about the hold, I asked to speak with the branch manager to see about removing the hold. The branch manager suggested a split deposit and it was decided that {$17000.00} would be deposited in my Chase business account and {$2500.00} would be deposited into my Chase personal account. Again, Chase provided a transaction summary, this time showing that the funds will be available on XX/XX/2022, or XXXX additional days than the original available date. The branch manager then apologized for the hold, handed me XXXX of her business cards, and assured me that she would speak to Chase 's Banker Support Department and XXXX XXXX XXXX XXXX on XXXX  XX/XX/2022 about releasing the hold on the funds. She also asked if I could ask my client to provide me with his XXXX  \" relationship banker '' so that Chase could confirm that there were sufficient funds held by my client 's payor bank. \n\nOn XX/XX/2022 at XXXX AM, I emailed Chase 's branch manager stating : \" Good morning [ branch manager ], I spoke with my client, and he stated that he does not have a personal banker that he deals with, only that he mainly banks at the XXXX XXXX. Their number is ( XXXX ) XXXX. The check was written from his ' [ Business Name ] ' account. \n\nAlso, when I first deposited the check, the hold was set to expire tomorrow ( XX/XX/XXXX ) but after we did the split deposit the hold was extended beyond XXXX to XX/XX/XXXX, which in my opinion is unreasonable considering todays technology. Is there a way that you can assist me with getting access to my funds so that I can start to get back on track? '' Later that day, Chase 's branch manager called me and informed me that she had spoken with XXXX  's XXXXXXXX XXXX manager and confirmed that there were sufficient funds in my client 's account to cover my Payment. She also asked if I could provide her with my client 's contact information so that Chase could confirm with my client that he had in fact issued me said Payment. \n\nOn XX/XX/XXXX, I received a third call from Chase 's branch manager who expressed her frustration because despite ( XXXX ) having confirmed with my client that he had in fact issued the check ; ( XXXX ) Chase contacted my client a second time to request additional and personal information ( which he had no duty to provide ) ; and ( XXXX ) although Chase has received final payment from XXXX  stating that the reason Chase would not remove the hold is because the phone number on the check does not match the phone number 'listed ' for my client 's business. However, there is no phone number on the check ( other than the payor bank 's number ) and my client informed Chase that he has never used any other number other than the cell phone Chase was calling him on. Chase also requested that I contact my client and ask him to visit any Chase branch to show two forms of identification before Chase would release the funds to me. A request that is not only discriminatory but also unreasonable considering that Chase now has custody and control of my Payment and there is no risk of loss to Chase. \n\nAs of the date of this complaint, Chase is still in custody and control of my Payment in violation of the Expedited Funds Availability Act and Uniform Commercial Code.","date_sent_to_company":"2022-03-23T19:40:22.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"770XX","tags":"Servicemember","has_narrative":true,"complaint_id":"5358639","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-03-23T17:50:58.000Z","state":"TX","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Chase provided a transaction <em>summary</em> that stated \" checks within this deposit may not be paid <em>because</em> of information we've received from the paying bank or due to information we have within our systems, '' i.e., XX/XX/2022. \n\nUpon learning about the hold, I asked to speak with the branch manager to see about removing the hold."]},"sort":[11.948631,"5358639"]},{"_index":"complaint-public-v1","_id":"13135229","_score":11.493581,"_source":{"product":"Credit card","complaint_what_happened":"Institution Complained Against : American Express XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Account Number : XXXX SUMMARY OF COMPLAINT On XX/XX/year>, I, XXXX XXXX, acting as the authorized representative of the XXXX XXXX XXXX XXXX, submitted a lawfully issued security instrument in the amount of {$1000.00} as a secured payment coupon to American Express in accordance with trust and private settlement protocols. This instrument was accepted in-hand by their office. \n\nHowever, American Express failed to return the original negotiable instrument. Instead, they responded : We were unable to process your payment of {$1000.00} received on XX/XX/year> because it wasnt an acceptable form of payment. \n\nDespite this so-called rejection, the original instrument was never returned, and instead a photocopied facsimile was mailed back on plain paper, clearly demonstrating that the original was converted, retained, or disposed of unlawfully. This action violates the following statutes and regulations : VIOLATIONS CITED 1. UCC 3-603 Tender of Payment Once tender of payment is made, and the obligee unjustifiably refuses to accept the tender, the obligor is discharged as if payment had been made. American Express failed to process the valid instrument or reject it in accordance with 3-603 ( a ) and ( b ).\n\n2. UCC 3-604 Discharge by Cancellation or Renunciation Retention and dishonor without returning the original creates an unlawful cancellation or impairment of the instrument, especially when no lawful rejection or return under protest was performed.\n\n3. Conversion and Commercial Dishonor By refusing to return the original trust-issued negotiable instrument, American Express has unlawfully converted private trust property, an act tantamount to theft under commercial law, violating fiduciary and consumer financial obligations.\n\n4. Breach of Fiduciary Duty and Fair Dealing ( 12 CFR 1002.4 ) American Express failed in its duty to handle consumer payments and private trust instruments with good faith and in accordance with applicable consumer financial protection laws.\n\n5. Failure to Provide Proper Accounting and Fair Credit Reporting ( 12 CFR 1026.7 ) As no valid rejection was issued and the payment was converted, the balance should have been credited. American Express failed to credit the account and failed to provide proper statements reflecting the tender.\n\n6. breach of indentured agreements & Sec filings DEMAND FOR CREDIT & CIVIL MONEY PENALTIES Due to American Expresss dishonor without lawful protest, conversion of trust property, and failure to credit a valid payment, I am demanding : Immediate credit to Account # XXXX in the amount of {$1000.00} as required by UCC 3-603 and 3-604.\n\nReturn of the original security instrument, or a sworn affidavit explaining its disposal or conversion.\n\nCivil Money Penalties beginning at {$25000.00} USD, pursuant to 12 U.S.C. 5565 ( a ), for the unlawful seizure and dishonor of trust-based negotiable instruments. This penalty includes : {$1000.00} per day for willful dishonor, {$5000.00} for unauthorized retention, {$15000.00} for failure to return trust property and resolve dispute in good faith.\n\nFurther refusal to act in equity and good faith will result in lien enforcement, private arbitration, and escalation to additional federal and regulatory enforcement bodies including : Office of the Comptroller of the Currency ( OCC ) Securities and Exchange Commission ( SEC ) Federal Reserve Board Legal Division IRS Treasury Inspector General for Tax Administration ( TIGTA ) REMEDY REQUESTED 1.Immediate credit of {$1000.00} to the account.\n\n2.Return of the original security instrument or affidavit of handling.\n\n3.Enforcement of civil money penalties beginning at {$25000.00}.\n\n4.Written acknowledgment of wrongdoing and commitment to policy correction.\n\nAll rights reserved. Submitted without prejudice under UCC 1-308. \nThis complaint is made in good faith and under oath as to its truth and accuracy.","date_sent_to_company":"2025-04-23T15:53:57.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"46234","tags":null,"has_narrative":true,"complaint_id":"13135229","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-04-23T15:10:11.000Z","state":"IN","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Institution Complained Against : American Express XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Account Number : XXXX <em>SUMMARY</em> OF COMPLAINT On XX/XX/year>, I, XXXX XXXX, acting as the authorized representative of the XXXX XXXX XXXX XXXX, submitted a lawfully <em>issued</em> security instrument in the amount of {$1000.00} as a secured payment coupon to American Express in accordance with trust and private settlement protocols. This instrument was accepted in-<em>hand</em> by their office."]},"sort":[11.493581,"13135229"]},{"_index":"complaint-public-v1","_id":"2362117","_score":11.330925,"_source":{"product":"Mortgage","complaint_what_happened":"I was preparing to close on the selling of my home in the XXXX, MN on XX/XX/XXXX. The broker was XXXX, and XXXX was the selling agent. I was instructed by XXXX, XXXX, MN in early XX/XX/XXXX that the closing date on the sale of my property was being set and they asked me to contact Wells Fargo ( WF ) to have my XX/XX/XXXX payment pulled early to assure that there would be no hold ups on the day of closing. I called WF in early XX/XX/XXXX, around XX/XX/XXXX to ask them to take my payment out early. I was told by the representative on the phone that because I had an automatic withdrawal set up that I was not allowed to make my XX/XX/XXXX payment early and it was already in process so I would have to plan accordingly. I contacted my real estate agent and gave him power of attorney to act on my behalf on the day of closing. On XX/XX/XXXX during the closing, I received a call from XXXX. WF was withholding an undisclosed amount of my funds claiming I missed my XX/XX/XXXX payment. They said were withholding an monies for the final payment ( s ), late fees, and fines. Also, my credit score was now tarnished. The closing went forward with this disputed withheld, amount still unknown. I contacted WF 's customer service via phone to try to resolve my problem but they claimed I had never called them to ask about an early payment and that my home mortgage was in arrears. Once I was out of my home, I went to see a Wells Fargo agent in person about this issue at the XXXX Wells Fargo branch, 1200 XXXX XXXX, XXXX, MN, XXXX. I spent about an hour going over the problem again and again with a Wells Fargo banker in person, asking for a resolution. He contacted another WF agent via the phone ( man named XXXX ) who was supposed to have been able to resolve the issue. At the end of this conversation, I asked for both the in-person bank rep 's number and XXXX 's rep number and was told neither had one. I asked for a transcript/summary of the conversation we just had, but they said they could not give me one. I asked for an email summary of the conversation we had just had but was told they could not provide me one. Neither WF reps would give me their any email addresses. WF blamed XXXX and told me to go back to them. I was treated very disrespectfully, and trapped between two large businesses. When I asked for a direct phone number for WF rep XXXX, so XXXX could contact him to save time, I was given the same XXXX number all customers use to reach WF and where it is next to impossible to speak to someone in person. Later that week ( I believe it was XXXX. XX/XX/XXXX ), XXXX XXXX and I made a conference call to WF. The male representative kept saying he could not share any anything about my account on the phone line as there was a third party on line. I repeatedly explained to him that XXXX was my real estate agent with power of attorney to act on my behalf. After much hassle, the WF representative finally agreed to pay me the disputed funds they had withheld from my payout, refund any late fees and fines, and make sure my credit rating was restored. This information would be sent to me along with a written account of all of this when they made my final escrow account refund payment at at year 's end.I received a check in late XX/XX/XXXX from WF for the amount of {$130.00}. No explanations, no refunds, no credit restoration information, and no late fee or fines information, refunds, or restitution. I kept the check in hand as I needed time to research where I could make a formal complaint. Next I got a letter from WF saying I had 180 days to cash their check or it would be void. A few weeks later ( dated XX/XX/XXXX ) I got another letter saying that the check was only good for 90 days. Neither letter listed person or number tocall with questions or concerns.","date_sent_to_company":"2017-02-28T03:30:49.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"85006","tags":null,"has_narrative":true,"complaint_id":"2362117","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-02-28T03:30:48.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This information would be sent to me along with a written account of all of this when they <em>made</em> my final escrow account refund payment at at year 's end.I received a check in late XX/XX/XXXX from WF for the amount of {$130.00}. No explanations, no refunds, no credit restoration information, and no late fee or fines information, refunds, or restitution. I kept the check in <em>hand</em> as I needed time to research where I could make a formal complaint."]},"sort":[11.330925,"2362117"]},{"_index":"complaint-public-v1","_id":"17364354","_score":11.301877,"_source":{"product":"Credit card","complaint_what_happened":"I received a Promo Offer from Bank of America for XXXX percent interest for 18 months with a {$200.00} cash rewards bonus in late XXXX of XXXX. I believed that I had never had a credit card with BOA due to their high interest rates. I've bought maybe XXXX cars between XXXX of XXXX and now. I also bought XXXX Homes and had at least XXXX maybe XXXX Refi 's during that time. BOA was always given the first opportunity in each case and they were never competitive. My Go To credit cards since XXXX have been a XXXX XXXX  XXXX card currently a XXXX percent and a XXXX XXXX  currently at XXXX percent. I first opened a XXXX  XXXX, XXXX XXXX  and BOA checking and savings account in XXXX of XXXX. XXXX  XXXX was acquired by XXXX XXXX and XXXX XXXX acquired by BOA in the late XXXX 's or early XXXX 's. A period of over XXXX  years. According to BOA 's records they say I have been a customer of theirs since XXXX or XXXX  years. \n\nIn late XXXX of XXXX when I expressed interest in their Promo, I made a call to their XXXX number for clarification. I was told that I already had a BOA credit card ending in XXXX opened in XXXX of XXXX. I responded that I did not believe I ever had a credit card of theirs due to their high interest rates and their track record from above. I told them that I was very concerned about Fraud or possible stolen identity. I asked them to tell me what charges were on that card and where. The BOA Rep told me that the charges were in Florida between XX/XX/XXXX and XX/XX/XXXX with the first being in XXXX XXXX XXXX. I immediately suspected FRAUD and told them to shut down that card. I also asked them to send me a copy of the charges. They never did. I believed that BOA would send me their Promo Credit card. By XXXX I had not received the Promo credit card. I called again and asked where it was. Very worried about FRAUD I asked them to send me another card. \n\nIn late XXXX, I received a card ending in XXXX. About a week before, I had received another Promo from BOA with the same terms but a {$300.00} cash rewards bonus. I called them for the XXXX time and asked what was the difference between the Promos and which one was I signed up with. A lady named XXXX told me that I was signed up for the {$200.00} cash rewards bonus. She said the difference in the Promo 's was likely a different rate. After the XXXX call, I decided to use the new Promo card. The terms of their Promo required me to purchase {$1000.00} in the first XXXX days. I complied with XXXX charges totalling a little over {$1000.00} on XXXX. \n\nI thought I was good to go. In late XXXX of early XXXX of XXXX, I called to inquire about when I would be receiving the {$200.00} bonus. Seems like they said maybe a couple of months. Between XXXX and XXXX of XXXX, I inquired multiple times about my cash rewards bonus. I'm not sure of the exact dates but there was mention of me having a prior card in XXXX of XXXX. Each time they mentioned a prior card even the fact that I had XXXX cards. I asked them to send me a copy of the supposed charges. No one ever did. I was mildly perturbed that my request that the XXXX card be cancelled may have been ignored. Still worried about FRAUD, I insisted that card be shut down. \n\nIn XXXX of XXXX, I thought I had made a Hotel Reservation at the XXXX XXXX in XXXX, Alabama for XX/XX/XXXX and XX/XX/XXXX for a Family Reunion. I had tried to use the BOA credit card ending in XXXX. XXXX XXXX had no record of my reservation. When I returned to XXXX on XX/XX/XXXX, I found my confirmation number. When I called XXXX, they told me that those reservations for XXXX might were made for XXXX. I had been working on the Reunion for XXXX  months and XXXX XXXX I would have made reservations in XXXX of XXXX. I talked to XXXX XXXX customer service and they told me they would give me a refund of {$210.00} worth of charges. I am XXXX 'd that I was charged about $ XXXX more for the room. I waited maybe XXXX  days before calling BOA to see if I had been refunded {$210.00}. BOA tells me that there was no record of any charges in XXXX of XXXX. An outfit named XXXX XXXX  had charged me for the room and XXXX XXXX said they had no affiliation with anyone called XXXX XXXX. Now I am certain I have been a victim of FRAUD. \n\nI called BOA and asked for a complete record of charges on XXXX. Incredibly for the first time in a half dozen requests, this BOA sends me a record of the charges to XXXX. That's when I discovered finance charges of over {$500.00} which later ballooned to almost {$810.00}. I decided then that I need to go to my nearest BOA branch to straighten out this mess. \n\nI arrived at XXXX pm at the XXXX XXXX XXXX XXXX XXXX XXXX I waited patiently for some assistance until closing time that was at XXXX pm. I gave some notes to a Teller and asked her to schedule me for an appointment with XXXX XXXX XXXX at XXXX am on Thursday XX/XX/XXXX. \n\nI arrived at XXXX am and was escorted to XXXX XXXX ' office. I had prepared a couple of pages of notes to facilitate the meeting. When I attempted to hand my notes to XXXX XXXX, she responded as rudely as possible, \" I have all the notes that I need. '' BOA records every conversation of Customer Calls to their XXXX # and XXXX XXXX handed me \" Summary Notes from a BOA Rep '' which claimed I had declined their Promo offer. This is Absolutely False! I asked XXXX XXXX for a copy of those notes and she declined saying that it was company policy. I asked her if those note were a verbatim transcript of the call and she said No, only the BOA customer service Reps Summary Notes. I suspect that BOA would not give me the summary notes because the full transcript of the verbatim call would demonstrate that the BOA Rep was shoddy with the Summary or that they had put together a CYA summary to tell only the BOA version of the call. An attorney would rip them to shreds by comparing their summary notes to the actual verbatim call. XXXX XXXX told me that she worked in credit card services in XXXX and XXXX of XXXX and she did not recall any {$300.00} Promo from BOA. It just so happens that I found that Promo in some of my papers. XXXX XXXX has a bad memory of she is a LIAR. Enclosed is a copy of that {$300.00} Promo. \n\nXXXX XXXX then produced the charges from XXXX. She also provided a copy of my bank statement showing that I had paid off all of those charges in XXXX payments. Over XXXX years ago I am supposed to remember XXXX  days, no wonder I could not recall. How did XXXX XXXX have access to those records in less than XXXX Hours when all the other BOA Reps said they were not available or chose not to provide them? There were No Charges in XXXX of XXXX in XXXX XXXX XXXX as I had been told. XXXX times in XXXX and XXXX of XXXX, any of the BOA Reps could have provided the proof of those charges but they did not. I would never ever have signed up with their Promo had they answered my questions and provided my request. Why did XXXX tell me that I was signed up for the {$200.00} Promo in late XXXX. \n\nXXXX XXXX then proceeded to give me the XXXX 's XXXX to get me out of her office. She told me if I had any further questions for me to call the XXXX # and ask for a Supervisor which I did the next day to the tune of about XXXX hours and XXXX or XXXX BOA Reps. \n\nBOA has treated a XX/XX/XXXX year customer as a XXXX and a XXXX. I do not appreciate that XXXX bit and I want the {$810.00} that they stole from me back. I've written multiple letters to the XXXX and XXXX of Bank America that are enclosed. In the last week I have spoken with a XXXX XXXX XXXX a VP at Bank of America trying to address this issue. He told me that for me to have ever gotten a XXXX credit card from BOA I would have had to fill out another application. If that is in fact true, then there are dozens of BOA customer service Reps that do not know their fanny from a hole in the ground. \n\nBank of America deals with their customers in BAD FAITH. Had anyone in their organization just listened to any of my recorded phone calls, this entire fiasco could have been avoided. I am entitled to a written apology from an Executive at BOA for this mess and they owe me my {$810.00} back plus interest. I'd love to get this in front of a Jury to recover punitive damages for the harassment that these folks have put me through. I've easily spent over XXXX hours trying to resolve this dispute and I deserve some compensation for a MISUNDERSTANDING that is all their fault.","date_sent_to_company":"2025-11-19T20:23:30.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"30132","tags":"Older American","has_narrative":true,"complaint_id":"17364354","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-11-19T18:33:03.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["I asked her if those note <em>were</em> a verbatim transcript of the call and she said No, only the BOA customer service Reps <em>Summary</em> Notes. I suspect that BOA would not give me the <em>summary</em> notes <em>because</em> the full transcript of the verbatim call would demonstrate that the BOA Rep was shoddy with the <em>Summary</em> or that they had put together a CYA <em>summary</em> to tell only the BOA version of the call. An attorney would rip them to shreds by comparing their <em>summary</em> notes to the actual verbatim call."]},"sort":[11.301877,"17364354"]},{"_index":"complaint-public-v1","_id":"7531418","_score":11.292019,"_source":{"product":"Credit card","complaint_what_happened":"I apologize for the lack of dates. Today 's date is XX/XX/2023 what has transpired has been within the last 30 days. I can not log into my capital one app even after downloading it again as directed. I find this highly suspect. \nI am writing this letter to inform you of a grave mistake that was done to my credit by my credit card company. Personally, I am.still amazed that I am made to fix the issue alone when Capital One has already admitted they made a mistake. Making this an internal matter to fix. If the situation involved a XXXX party company they would be all over it helping as much as they could. To the matter at hand. \nA concert ticket was purchased from XXXX with good intentions. I didn't I authorize it and contacted XXXX and asked for reimbursement. They agreed and sent an official email confirming it. Playing safe I contacted capital one to inform them of the situation. I was told to wait and see what they do. If by Monday they have not reversed the pending charge then they would instruct me to file a dispute. \nCome Monday this what Capital One and I did first thing in the morning. \nNot long afterwards the reimbursement {$100.00} arrived to my account from XXXX. I informed Capital One and went about my trip with my partner. At some point XXXX XXXX not paying attention as they say they do with all their XXXX  advertising ignored the fact the dispute had been resolved.. and sent {$97.00} to my account. No notification came to me concerning the deposit. \nInstead of removing the mistake right away, and trying to blame XXXX for the error and protocol.. they waited 8 days before removing the amount. I requested the reimbursement because the {$100.00} was going towards XXXX tickets for a XXXX show. Which I purchased. Leaving minimal funds on my card that I frequently paid off my balance weekly. \nCurrently due to their error and lack of concern towards their clients credit score, which that specific card is designed to help improve. They removed the funds they shouldn't have given overdrafts my card. \nMy credit score went from almost XXXX down to XXXX. Canceling my application to an apartment I was waiting for. \nAsking for them to rectify the situation. They told me to write this letter to their very own credit repair department. Which will take all together 30+ days. I was shocked that he wanted to sit their and read this to me after he verified on a recorded line that that paid me after the reimbursement arrived on my account. Informing me that they have no way of knowing the funds were returned??? \nI never heard a more straight forward lie in my life. That is precisely their job. \nI am requesting my credit score is returned to its original state before this debacle, and they charge wiped off my account since it cost me far more than the funds they mistakenly gave. \n\nI also received a notification of a XXXX XXXX  XXXX  purchase today XX/XX/2023 that I did not make. \n\" XXXX XXXX XXXXXXXX Make a payment to help avoid future declines. \nHi there, Your {$6.00} purchase at XXXX XXXX XXXX on XXXX XXXX was declined because you were already over your {$600.00} credit limit. \nIf you make a payment now, it often will be reflected in your account immediately, but can sometimes take 1-2 days. \nBalance summary Credit limit {$600.00} Current balance and pending charges {$680.00} Note : We dont charge overlimit fees. '' How the he'll does this company operates in such fashion boasting the desire to help build your credit and when they make a massive mistake tell you to fix it yourself ... and then allows erroneous payments to go through no notification all while they are aware of the dispute.. \nXXXX.","date_sent_to_company":"2023-09-11T23:15:14.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"General-purpose credit card or charge card","zip_code":"330XX","tags":"Servicemember","has_narrative":true,"complaint_id":"7531418","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-09-11T21:56:00.000Z","state":"FL","company_public_response":null,"sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["Personally, I am.still amazed that I am <em>made</em> to fix the <em>issue</em> alone when Capital One has already admitted they <em>made</em> a mistake. Making this an internal matter to fix. If the situation involved a XXXX party company they would be all over it helping as much as they could. To the matter at <em>hand</em>. \nA concert ticket was purchased from XXXX with good intentions. I didn't I authorize it and contacted XXXX and asked for reimbursement. They agreed and sent an official email confirming it."]},"sort":[11.292019,"7531418"]},{"_index":"complaint-public-v1","_id":"2722750","_score":10.904609,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have been banking here for approx 10 years. I filed a complaint vs this bank in XXXX of XXXX ( i think the year is correct ) in regards to the mishandling of a merchant dispute I needed to file for recovery from a company billed to my account named XXXX life and health insurance. My dispute was handled by XXXX. \n\nOn XXXX XXXX, XXXX I became suspicious of ID theft, I immediately consulted with my branch XXXX ( XXXX XXXX. She advised me that in a situation like this it 's best to close the current account and create a new account. Which she did onsite. She advised me that they can work out any fees after some time has gone by and any auto debits, auths etc have completed their cycles or posted to the account. She also ordered new checks for the new account that were supposed to be free and a match to my previous order that I only just made on the old account. Today is XXXX, XXXX, XXXX. \n\nI began to follow up with XXXX by phone messages left at the branch, but XXXX never responded. Because XXXX was not returning my messages, I then Contacted citizens bank corporate to discuss all of the fee 's appearing on the old account #. I was told that this is not a bank error and it 's my fault and they are not going to waive any fees. I immediately called the XXXX XXXX and advised a banker named XXXX of my issue, He indicated that this has nothing to do with him and did not want to touch this with a 10 foot pole and said he is emailing XXXX as we speak. \n\nSince then it took approximately 10 days and 3 visits to the branch where I did a deposit \" inside '' the bank, which I never ever do. These were done in the attempt to speak with XXXX who was always unavailable. I requested XXXX XXXX the VP of business banking to call me, but she never did XXXX however I did see XXXX there once but she also was too busy to speak with me at that time, She was on the phone ) Today was the first time I have heard back from XXXX at the XXXX, XXXX XXXX Branch. She advised me that the corporate office submitted a costumer complain on my behalf ( i did not even know ) and she agrees with them and will not be waiving any fee 's. I Advised XXXX that I was right to seek her advise in this matter b.c today I discovered proof that I am a victim of ID theft. XXXX did not seem the least bit interested. She seemed overall annoyed or hostile towards me. She also went on to say that it is out of her hands now because I called corporate. Basically leaving me feeling like XXXX this is all my fault or as if i did something wrong because I called the XXXX citizens bank #. Are n't they XXXX in the same? Is corporate a different company or something? \n\nAs of this complaint date of XXXX/XXXX/XXXX I am being held responsible for the fees estimating at about {$500.00} and still have not been reimbursed for the large check order. In summary. I suspected ID theft, sought professional help from my branch bank. XXXX XXXX 's advise and instructions which have lead me to a loss of approx {$800.00} in total. Citizens Bank has no interest in assisting me and I dont beleive they ever did. XXXX XXXX misinformed me because she herself lacks the experience and knowledge to manage or she has seen this before and knew it would happen and therefor I believe it 's safe to assume kept this from me. Either way Her use of some terms like \" Placing a hold on the account '' were not defined and she is abusing this grey area to serve some other purpose then to keep me as a consumer safe and protected from fraud attacks. \n\nIn my Efforts to protect my family and my business and to hopefully again achieve peace of mind in regards to the safe keeping of my identity and the XXXX \" not '' recovery of money. Citizens Bank has harmed me in this way.","date_sent_to_company":"2017-11-09T15:44:41.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"18974","tags":null,"has_narrative":true,"complaint_id":"2722750","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2017-11-07T19:40:49.000Z","state":"PA","company_public_response":null,"sub_issue":"Non-sufficient funds and associated fees"},"highlight":{"complaint_what_happened":["She also went on to say that it is out of her <em>hands</em> now <em>because</em> I called corporate. Basically leaving me feeling like XXXX this is all my fault or as if i did something wrong <em>because</em> I called the XXXX citizens bank #. Are n't they XXXX in the same? Is corporate a different company or something? \n\nAs of this complaint date of XXXX/XXXX/XXXX I am being held responsible for the fees estimating at about {$500.00} and still have not been reimbursed for the large check order. In <em>summary</em>."]},"sort":[10.904609,"2722750"]},{"_index":"complaint-public-v1","_id":"9662694","_score":10.867813,"_source":{"product":"Credit card","complaint_what_happened":"My primary Citibank credit card account was closed without warning or notice on XX/XX/XXXX. I contacted customer service about this sudden closure, and they informed me that because XXXX payment had bounced over the course of 6 months, that Citibank decided to close my primary credit card ( which has a credit limit of approximately {$30000.00}, and had a current balance of XXXX {$4000.00}, a card I have been cultivating for many years to improve the credit limit ). \n\nI informed them that I felt this was a severe and unreasonable move by Citi, as not only had I made immediate corrective payments to those bounced payments when they occurred, but I have been a loyal and even vocally-supportive Citibank customer for well over a decade and have almost never so much as missed a payment. I informed them that I saw that the bounced payments were connected to an external account I do not normally use for payments of my credit cards, as I select my Citi Checking for all card payments. Why this external account was used by Citi to attempt to pay the cards when I had plenty of money in my Citi Checking account. \n\nI had informed the customer support representative that I had since delinked that external account so that there would be no further errors in Citi 's transfers for payments to my card. Even after discussing all of this with the Citi representative, they stated that they could not start an appeal until I had a paper letter in my hand from Citi ( which would take XXXX business days! ) with the stated reasons of the accounts closure, even though they had literally just read the letter to me. I informed them that waiting XXXX business days with my primary card closed would be detrimental to my ability to perform my regular purchases and negatively impact my life in a profound manner, as it is the card connected with my utilities, my healthcare, my insurance, literally ALL of my main avenues of purchase for necessities. I also had been making great strides at paying down my carried balance on this card ( from $ XXXX down to < {$4000.00} ). They told me they still won't file the appeal till I have the paper. \n\nThe following week, my XXXX remaining Citi cards were also canceled ( the larger of the XXXX having a credit limit of {$10000.00}, and also a card I had cultivated for many years to build the credit limit to improve my XXXX XXXX ). I was shocked by this as those cards had no issues I was aware of in the many years I had them. I contacted Citi again on XX/XX/XXXX to ask them about this as well as another attempt to appeal the first card 's closure despite Citi still not having gotten this supposedly necessary letter to me. The Citi representative informed me that these other XXXX cards were also closed because of the first card having the XXXX old bounced payments ( that were immediately remedied ). \n\nSince Citi is where I do the vast majority of my banking, these card closures constituted over {$35000.00} in credit limit being taken away, almost all of my credit card purchasing power ( I have a backup card with XXXX for emergencies that has a very low credit limit ). I had informed the Citi representative that Citi arbitrarily closing these accounts ( for distant and minor issues that were immediately fixed ) is having a catastrophic effect on my ability to pay for my every day basic needs like paying for insurance and groceries in order to support my family. I told the representative that I still hadn't gotten the letter, which they again read to me on this call. The representative then decided that we could file appeals for all three closed cards. The representative helped walk me through the process each appeal, providing information to show that I do have sufficient income to continue using these accounts. I also made a point to mention that the account Citi had changed the payment source to ( the external account ) had since been disconnected so that there will be no future bounced payments. \n\nOn XX/XX/XXXX I was emailed by Citi, informed that the XXXX appeals had been denied, even though the problem account was disconnected and I have sufficient income and I have a very good credit history. And again, I have even been paying down my carried balance significantly recently. \n\nOn XX/XX/XXXX I finally received the initial letter for the first card 's closure. \n\nSince those accounts have been closed by Citi, my credit score has dropped dramatically ( from XXXX to XXXX ), and in an attempt to be able to pay for utilities and insurance and other basic needs, I have sought other credit cards and I have been rejected by credit card applications for cards I would likely have been easily approved for before this decision by Citibank XXXX \n\nSummary : The decision by Citibank to close all three of my credit cards based on two old bounced payments that were immediately corrected is not only poor practice, it's unethical. I have demonstrated good credit history, sufficient income, and regular commitment to make improvements on spending and responsible financial decisions.","date_sent_to_company":"2024-07-31T04:22:28.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"92373","tags":null,"has_narrative":true,"complaint_id":"9662694","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-07-31T03:28:43.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["The Citi representative informed me that these other XXXX cards <em>were</em> also closed <em>because</em> of the first card having the XXXX old bounced payments ( that <em>were</em> immediately remedied ). \n\nSince Citi is where I do the vast majority of my banking, these card closures constituted over {$35000.00} in credit limit being taken away, almost all of my credit card purchasing power ( I have a backup card with XXXX for emergencies that has a very low credit limit )."]},"sort":[10.867813,"9662694"]},{"_index":"complaint-public-v1","_id":"7084830","_score":10.843909,"_source":{"product":"Debt collection","complaint_what_happened":"I am writing to file a complaint against the collection agency, Meridian Financial Services, NMLS ID XXXX regarding their collection of fees incurred with a timeshare provider XXXX XXXX XXXX. As described in this complaint, XXXX XXXX XXXX engaged in unfair practices that made it impossible for a reasonable person to make a payment on their account, and Meridian Financial Services failed to ensure the debts they are collecting resulting from XXXX XXXX XXXX timeshares are fairly incurred. In addition, Meridian Financial Services failed to provide a sufficiently detailed itemization of fees that were assessed ( they provided a high-level summary that did not include dates and amount of each individual fee assessed ). They also failed to properly address a dispute I submitted related to the charges assessed. In addition, when I contacted Meridian Financial Services regarding questions, I was told to file a dispute even though Meridian Financial Services already had a dispute on file, and Meridian refused to consider Powder Ridge Villages unfair practices. \n\nPlease note that I have paid the amount due, including the amount in dispute, but I did not pay it all because I agree the debt is due. I paid it because I am educated in the practices of credit reporting and collections after having spent a career in banking and financial services compliance for the last 20 years, I understand that I am banging my head against a brick wall trying to fight it. I have no power in this situation, and I have no recourse against XXXX XXXX XXXX for their unfair practices. Meridian Financial Services has not demonstrated any intention of verifying that XXXX XXXX XXXX wasnt engaged in unfair practices. I am just a consumer that has no voice with two businesses. However, it wouldnt feel good to not say anything to anyone because other consumers will be affected by similar circumstances. If this information could help prevent that in any way, I would want someone else to take the time to document it all as well. \n\nMy dispute is based on the fact that XXXX XXXX XXXX referred my account to collections AFTER I made numerous attempts to pay the amount due via their new website and attempted to contact them by phone to make a payment. I repeatedly tried to make valid attempts to pay my account BEFORE it was referred to a third-party collector. A summary of the events has been provided below. \n\nI received an email from XXXX XXXX XXXX on XX/XX/XXXX, providing notice that the online XXXX XXXX was getting an upgrade and credentials were going to be sent once the XXXX  XXXX was again live. I received an additional email from XXXX XXXX XXXX on XX/XX/XXXX providing my new XXXX XXXX credentials. Soon after, I logged into the XXXX XXXX and attempted to make a payment, using several valid payment methods, and each time I just received a Validation Error or other similar vague error. I also called XXXX XXXX XXXX at the phone number posted on their website. The phone repeatedly rang with no answer and there is not a voice mail on this phone line. I also looked for a posted billing contact, but no phone number has been published. I continued these attempts repeatedly over the next three months, and I am certain that XXXX XXXX XXXX could verify this through audit logs. I may have a bit of misplaced loyalty to XXXX XXXX XXXX given that I have been spending time there since I was a child, and I trusted that XXXX XXXX XXXX would resolve the error on their website or that I would eventually be able to connect with them by phone to make a payment. \n\nI was finally able to connect with a XXXX XXXX XXXX person in XXXX, and I requested to make a payment over the phone for the amount due reflected on XXXX XXXX XXXX XXXX  XXXX, {$11000.00}. Soon after making the payment, I received a call back from the same representative and was told that my payment had been rejected because my account had been referred to Meridian Financial Services. During this conversation, I was told by the representative that Validation Error is a known issue that is being actively worked. The following day, I received a letter from Meridian Financial Services stating that I owed a balance that was substantially greater than what had been reflected on the XXXX XXXX XXXX website. I immediately contacted Meridian Financial Services, and asked about the increase in balance due and informed them that XXXX XXXX XXXX had prevented me from making a payment online since XX/XX/XXXX. I also made a payment in the amount of {$1000.00} ( it was supposed to be {$1100.00} ; however, Meridian Financial Services made an error in processing the payment ). I sent a dispute letter to Meridian Financial Services ( along with a check for the remaining undisputed amount {$100.00} ) and retained verification that the dispute letter was received by Meridian Financial Services on XX/XX/XXXX. I still have not received a written acknowledgement of receipt of that dispute or any explanation for what to expect from Meridian Financial Services as a result of that dispute. \n\nFollowing this call, Meridian Financial Services and I connected several times by phone. Each time, I felt like I was talking to a brick wall explaining to Meridian Financial Services that XXXX XXXX XXXX had referred my account to them after a technical error on the XXXX  XXXX prevented me from being able to make a payment online. Since the XXXX XXXX XXXX XXXX  XXXX provided conflicting information to the balance due by Meridian Financial, I requested an itemization of fees. I did receive the fee documentation from Meridian Financial Services by mail on XX/XX/XXXX ; however, it did not reconcile AT ALL to the fees and other information in the XXXX  XXXX, nor did it provided an actual itemization of fees that documented the amount and date of each fee charged and who charged the fee ( Meridian Financial Services or XXXX XXXX XXXX  ). It simply listed an aggregated amount of fees charged for late fees, an aggregated amount of fees for collections, and an itemization of the payments I made. \n\nAlso, since being notified that Meridian Financial Services has my account, I have attempted to contact XXXX XXXX XXXX to get a copy of statements and other documents related to my account to determine if the fees that were assessed were valid. I have not been able to reach XXXX XXXX XXXX by phone or by email to request this information. \n\nI also want to point out that when I told Meridian Financial Services what I had experienced trying to make a payment with XXXX XXXX XXXX, I was asked how long I had my timeshare. I told him that it had been in the family for decades, and the response I received was, Right, so you should know how this works. The response was not only callous, but it implied that unfair practices are typical with timeshares and should be accepted. This is concerning for a collections agency that specializes in collecting time share-related debts. It appears that they wash their hands of any unfair practices that timeshares engage in, and they do not hold themselves as being responsible for helping to uphold consumer protections. \n\nHere 's the deal. It was my mistake that I did not make a payment for the maintenance fees by the due date, XX/XX/XXXX. I am human and life had gotten to me at that point, and I didnt recover from events that were going on until after the holidays. That is on me. It is also probably on me that I had some misplaced loyalty and trust in XXXX XXXX XXXX, and I expected that they would resolve the issue on the website or answer a phone call. I will accept responsibility for that. However, I would also like to see XXXX XXXX XXXX accept responsibility for referring an account to collections for which I was trying to make a payment and for their unfair practices making it very, VERY, VERY difficult for me to make a payment. I would also like to see Meridian Financial Services understand that they are working with timeshares, and they have a certain amount of responsibility to ensure that debts they are collecting are valid and that there werent any unfair practices affecting that debt. I am also notifying you that I expect that any reports made to the credit bureau and on my credit report be accurate, and not reflect any delinquency that extends into the time period during which I was prevented from making payments due to website issues, not answering the phone, and lack of communication regarding a referral to a collections agency.","date_sent_to_company":"2023-06-07T16:34:07.000Z","issue":"False statements or representation","sub_product":"Other debt","zip_code":"84040","tags":null,"has_narrative":true,"complaint_id":"7084830","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Meridian Financial Services, Inc.","date_received":"2023-06-07T16:25:38.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["In addition, Meridian Financial Services failed to provide a sufficiently detailed itemization of fees that <em>were</em> assessed ( they provided a high-level <em>summary</em> that did not include dates and amount of each individual fee assessed ). They also failed to properly address a dispute I submitted related to the charges assessed."]},"sort":[10.843909,"7084830"]},{"_index":"complaint-public-v1","_id":"8942345","_score":10.59815,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am again writing to you about US Bank Reliacard. I am writing again about their deceptive practices. I am writing again because although I continue to report to you what they are doing, you have done nothing to assist me or regulate US Bank. \n\nUS Bank froze my account and my wife 's account and denied access to those accounts. This created a great hardship on me. In a letter from US Bank they acknowledge this hardship and apologize for it. This letter is an admission of guilt on the part of US Bank and this admission of guilt and the letter is evidence that I qualify to receive payment. In fact your own director stated : \" At a time when unemployment was close to 15 %, many out-of-work Americans throughout the country had little choice but to rely on U.S. Bank for their unemployment benefits. U.S. Bank blocked access to accounts and demanded burdensome paperwork in order for consumers to regain access to their frozen benefits, '' said CFPB Director Rohit Chopra. \" U.S. Bank must comply with the law, and the CFPB and OCC are making the bank pay for its conduct. '' Well I am still waiting on you to act and make the bank pay for all the losses I have experienced at their hands. I have seen no cooperation from the CFPB or US Bank. When exactly do you plan on enforcing these things and not just talk about them?\n\nTo make matters more insulting, US Bank issued two checks that they then rejected, that were issued from the funds in my wife and my bank accounts. So after waiting all that time for unemployment benefits that were locked up in frozen bank accounts, the false hope in the form of a paper check was offered and then not provided. US Bank claims that the checks that were deposited at a bank in XXXX KS on XX/XX/XXXX and then rejected had been previously digitally deposited else where. This was not a fact. \n\nUS Bank sent copies of the checks that they claim were previously paid out. I noticed firstly that the back of the checks were not signed. My signature was not present on these check copies. There was only a stamp on the back saying XXXX XXXX XXXX  and the name, XXXX XXXX XXXX XXXX. I have never held a bank account at XXXX XXXX XXXX XXXX. The lack of signature and the bank where US Bank claims these checks were allegedly cashed show no connection to me. These funds that were issued by US Bank to me, that were not deposited by me, until XX/XX/XXXX, that were for the balance remaining in my account and my wifes account, are still owed to me. \n\nAs mentioned, I have never held a bank account at a XXXX XXXX XXXX XXXX XXXX XXXX XXXX excuse of the checks being paid out is not a good excuse. I once held an account at a different bank branch that existed under XXXX XXXX XXXX XXXX, but this particular bank I held an account with was not named XXXX XXXX XXXX XXXX  To further point out US Banks ridiculous claims I will mention the timeline of all of this. US Bank claims that one of these checks that are still owed to me had been cashed on XX/XX/XXXX and another on XX/XX/XXXX. The only bank account I have ever held with any branch that was remotely affiliated with XXXX XXXX XXXX XXXX, which again, bears a different name, was not even in existence at the time US Bank claims the checks were cashed prior. My bank account, the only XXXX ever affiliated with a XXXX XXXXXXXX XXXX XXXX was not opened until Thursday XX/XX/XXXX at XXXX. I have verification of this. \n\nI would like to hear what US Bank has to say about the fact that a check bearing no signature on the back, being deposited to a bank I have never had an account at, is somehow my loss or responsibility? I would like to hear what US Bank has to say about the fact the the only account I have ever held that was somewhat affiliated with a XXXX XXXX, was not in existence at the time they claim these checks they owe me were cashed. If an account did not exist with a XXXX affiliate until XX/XX/XXXX, how exactly am I responsible for unsigned electronic checks that were cashed in XXXX and XXXX earlier in the year? The answer is simply, I am NOT. \n\nThe one and only time I deposited these XXXX checks was on XX/XX/XXXX. They were deposited with the XXXX XXXX XXXX  and that is where the money stayed until a later date when part was withdrawn. Shortly after the withdraw, US Bank rejected the very same checks that they had issued to me, the very same checks that they funded using my account and my wife 's account, the very same checks with tracking numbers verifying the validity, the very same checks that US Bank wrote me a letter indicating that they wrote these checks because they owed this money to me and they apologized for their poor service. \n\nIn summary, US Bank was guilty of deceptive practices in the past. The frozen assets that they refused to provide when necessary caused the loss of my home and even my state residency. US Bank was called out for these poor practices on XX/XX/XXXX when the CFPB made an order against them for doing exactly this. The letter I received from US Bank in which they admit doing these things to me is proof enough that I should be paid a great deal from their deceptions in addition to the amount they owe from the checking accounts, totaling {$3800.00}. I expect the CFPB to actually hold US Bank accountable and see to it that I am paid the amount of {$3800.00} for the account funds and more for all the hardships this has caused. To continue the summary, US Banks excuse for rejecting the checks they wrote to me is a weak attempt to weasel out of what they owe. The checks bore no signature by me and were said to be cashed at a bank I held no account. Even an affiliate account held by me did not come into existence until 8 months after the check was said to have been cashed, making this an obvious impossibility. \n\nI am fed up with the lack of honesty and cooperation by US Bank, and nearly as fed up with the CFPB and the inability to act or enforce these things. Should US Bank decide yet again to deny me what they owe me and not issue my money promptly, the following will occur : I intend to file suit against US Bank Reliacard in an amount that far exceeds any amount we have discussed here. I have contacted a highly reputable banking and finance attorney from XXXX  XXXX and I we will see to it that US Bank pays and pays greatly. The wheel is in motion to recuperate what US Bank owes me, so I offer you only one chance here and now to pay what you owe or you will pay what you truly owe for all the hardships and losses you caused. What's it gon na be US Bank Reliacard? Are you going to own up to your ridiculous attempts do dodge paying what you owe, or are we going to war for the long haul? I am a consumer needing redress and am owed as such. US Bank owes me a civil money penalty payment of large amounts and the CFPB had better enforce the payment to me. \n\nAs a reminder for US Bank and the CFPB, the order made was something like this : On XX/XX/XXXX, the XXXX issued an order against U.S. Bank in connection with its administration of prepaid debit cards that held unemployment insurance benefits. U.S. Bank has offered prepaid debit cards to eligible consumers in at least XXXX states and the District of Columbia to distribute unemployment insurance benefits through its ReliaCard program. In the summer of XXXX, U.S. Bank implemented new freeze criteria to determine whether to freeze a card due to suspected fraud. Using these new fraud controls and its expanded criteria used for freezing accounts, U.S. Bank froze the accounts of tens of thousands of cardholders eligible for benefits. The Bureau found that U.S. Bank engaged in unfair acts or practices in violation of the Consumer Financial Protection Act of XXXX by failing to provide those eligible ReliaCard prepaid debit cardholders whose accounts U.S. Bank froze with adequate means to verify their identities and timely regain access to their benefits. For freezes that U.S. Bank imposed in XX/XX/XXXX through XX/XX/XXXX, on average it took a month or longer for consumers to unfreeze their ReliaCard accounts. And for freezes that U.S. Bank imposed in XX/XX/XXXX through XX/XX/XXXX, on average it took multiple weeks for consumers to unfreeze their ReliaCard accounts. The XXXX also found that U.S. Bank violated the Electronic Fund Transfer Act, and its implementing Regulation E, by failing to timely investigate ReliaCard prepaid debit cardholders ' notices of error concerning alleged unauthorized electronic fund transfers ( EFTs ). The order requires U.S. Bank to provide {$5.00} XXXX in redress to consumers and to pay a {$15.00} XXXX civil money penalty. The order also requires U.S. Bank to take measures to ensure future compliance. The OCC concurrently issued an order against U.S. Bank addressing U.S. Bank 's conduct relating to administration of the ReliaCard program, separately fining it {$15.00} XXXX.","date_sent_to_company":"2024-05-06T16:17:19.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"671XX","tags":null,"has_narrative":true,"complaint_id":"8942345","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2024-05-06T14:56:49.000Z","state":"KS","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Bounced checks or returned payments"},"highlight":{"complaint_what_happened":["Bank must comply with the law, and the CFPB and OCC are making the bank pay for its conduct. '' Well I am still waiting on you to act and make the bank pay for all the losses I have experienced at their <em>hands</em>. I have seen no cooperation from the CFPB or US Bank. When exactly do you plan on enforcing these things and not just talk about them?\n\nTo make matters more insulting, US Bank <em>issued</em> two checks that they then rejected, that <em>were</em> <em>issued</em> from the funds in my wife and my bank accounts."]},"sort":[10.59815,"8942345"]},{"_index":"complaint-public-v1","_id":"8330828","_score":10.503686,"_source":{"product":"Debt collection","complaint_what_happened":"NOTE : The CFPB Website is extremely limited in its fields of explanations so \" The wrong amount '' was checked, so the complainant could continue with this complaint, the reasons are but not limited to : Violations of the FDCPA, CFR, and TCPA. This complaint is not to remedy any violations but to make an Official, permanent complaint to mark a series of FDCPA violations that are pursuant to \" deceptive business practices '' and mark a general disposition and or practice by the company Stenger & Stenger which is a debt collector defined by the FDCPA and the TCPA. \n\n1 ). In the year of XXXX a Credit Card Account was initiated with XXXX XXXX XXXX. \n2 ). The Account was in dispute by phone and notarized affidavit after the complainant noticed a myriad of discrepancies on his account statement. \n3 ) .XXXX XXXX XXXX ignored all claims made by the complainant violating billing error resolution laws. \n4 ). The only response from XXXX XXXX XXXX was a letter stating that it wouldn't contact the complainant about the alleged debt any longer. \n5 ). The dispute remains unresolved. 6\n). XXXX XXXX XXXX  sold/assigned the open disputed account to Stenger & Stenger PC without the complainants permission or consulting with the complainant about the account. \n7 ). XXXX XXXX XXXX disseminated the complainants personal identifying information during an open, unresolved billing error dispute without the permission or consent of the complainant. \n8. ) Stenger & Stenger PC has been made aware multiple times that this account was in dispute, and that it has acquired my PII by identity theft and also that it was in violation the FDCPA by attempting to collect this alleged debt. \n9. ) Stenger & Stenger PC has submitted and filed false and misleading affidavits in a Court of Law. \n10. ) The complainant has made Stenger & Stenger PC aware of its \" unclean hands '' because of the fact that line 9 of the affidavit that was submitted in a TN General Session court to initiate legal action was false and misleading but continues to pursue action, though it knows its actions are unfair and deceptive violating the FDCPA-TCPA including but not limited to : CFR 12 1006.34 ( c ) ( 3 ) ( i ) in particular part : \" the debt collector must cease collection of the debt, or the disputed portion of the debt, until the debt collector sends the consumer either verification of the debt or a copy of a judgment ''. Note : ( A billing statement alone is not sufficient validation of a debt, nor does it reflect any actions in pursuant to the resolution of a billing error or dispute from them or the original creditor. \n11 ). Stenger & Stenger have no proof of assignment. \n12 ). The Account in question has been charged off as of XX/XX/XXXX. XXXX. \nXXXX ). In the State of Tennessee pursuant to a TN Bankruptcy Court ruling : In re XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Summary ; concluded that the creditor or ( third party debt collector ) can not collect on a debt that has been charged of due to its inequitable nature, by having the debtor claim the 1099-C as income and still have to pay the alleged debt back. \n14 ). These action from Stenger & Stenger are meritless, in gross violation of the FDCPA TCPA and is in defamation of my character and the complainant has suffered actual harm because of these actions by Stenger & Stenger PC. \n15. The complainant will reiterate previous statements that Stenger & Stenger PC has a habit of violating Federal and State Debt Collection Laws, and are hallmarks of a continuing illicit enterprise of profit by way of those violations. Stenger & Stenger PC has made it a generalized practice to violate the FDCPA and disregard State law, and now have well over a hundred complaints via the CFPB and the XXXX  that are increasing every month. \n15 ). Stenger & Stenger PC has a generalized practice of violating the FDCPA until a recourse of legal action is brought against them in District Courts throughout the United States were they mostly settle with the Plaintiff who took the action against them. 16 ). Stenger & Stenger PC is taking advantage of unsophisticated consumers who don't have the money for good Attorneys, don't understand the law, or the rights that they have as consumers, hallmarking despicable predatory actions against the American consumer. \n17. ) The complainant has contacted the TN Attorney Generals Office in regards to this issue","date_sent_to_company":"2024-02-13T00:10:53.000Z","issue":"False statements or representation","sub_product":"Credit card debt","zip_code":"372XX","tags":null,"has_narrative":true,"complaint_id":"8330828","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Stenger & Stenger, P.C","date_received":"2024-02-12T22:06:15.000Z","state":"TN","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["a Court of Law. \n10. ) The complainant has <em>made</em> Stenger & Stenger PC aware of its \" unclean <em>hands</em> '' <em>because</em> of the fact that line 9 of the affidavit that was submitted in a TN General Session court to initiate legal action was false and misleading but continues to pursue action, though it knows its actions are unfair and deceptive violating the FDCPA-TCPA including but not limited to : CFR 12 1006.34 ( c ) ( 3 ) ( i ) in particular part : \" the debt collector must cease collection of the debt, or"]},"sort":[10.503686,"8330828"]},{"_index":"complaint-public-v1","_id":"13016713","_score":10.446413,"_source":{"product":"Credit card","complaint_what_happened":"Summary of Events XX/XX/XXXX Due to the layout of XXXX XXXX XXXX in XXXX, XXXX at the behest of an airport employee took a commercial taxi from XXXX XXXX  to XXXX  XXXX to meet my brother who arrived on a different airline. I was told by the airport employee that the airport shuttle between terminals only came every XXXX minutes. I had never been to this airport before. The taxi ride was approximately five minutes long if that.\n\nUpon arriving at XXXX XXXX the taxi driver informed me that the ride cost XXXX pesos, approximately XXXX US dollars. As I had just arrived in XXXX and did not have any local currency, I attempted to pay with US dollars, but the taxi drive told me he was unable to accept US dollars. I then provided the taxi drive my American Express platinum card to pay for the ride. The taxi driver showed me that the wireless handheld billing device said XXXX pesos prior to me handing him my credit card. The taxi driver proceeded to attempt to c\n\nharge my credit card but implied that he was having connectivity issues with the device, and the charge wasnt processed. The taxi driver did not hand my credit card back. The taxi driver again entered XXXX pesos on the wireless handheld billing device and attempted to charge my credit card but continued to imply that he was having connectivity issues, and he got out of the taxi. The taxi driver proceeded to walk closer to the airport terminal as if they were trying to connect to the terminals Wi-Fi signal. At this point I also got out of the taxi as well and after a couple minutes of this attempting to get a wireless signal persisting, I then took my credit card back from the taxi driver and handed them XXXX US dollars which was more than sufficient to cover the cost of the taxi ride.\n\nAdditionally, on this date I paid for a private transportation vehicle from XXXX XXXX XXXX to our resort in XXXX XXXX XXXX which cost XXXX US dollars. \nI returned to my home in XXXX, Virginia on XX/XX/XXXX. \n\nXX/XX/XXXX While reviewing my credit card charges via the American Express app I noticed two separate charges for {$480.00} on XX/XX/XXXX, however in some documents American Express lists the transaction date as XX/XX/XXXX. One of the charges is from a merchant titled XXXX XXXX  and the other is from a merchant titled XXXX XXXX, both for {$480.00}. \nI contacted American Express customer service and provided a representative the same explanation as above for what occurred on XX/XX/XXXX. I stated to the American Express representative that neither of these charges were amounts that I authorized any merchant to bill to my credit card nor did I take two separate taxi rides or authorize my credit card to be charged through multiple merchants. I took one taxi ride and handed one individual, the taxi driver, my credit card to charge XXXX pesos as agreed to and displayed on their handheld billing devices screen. The representative acknowledged understanding what occurred and submitted disputes for both of the charges. \n\nXX/XX/XXXX I received secure messages notifications from American Express via email with the messages themselves on their website regarding these two disputed charges.\n\nThe letter for the dispute against the merchant XXXX XXXX stated M\n\nerchant has provided supporting documentation showing that your Card was submitted as the form of payment for the transaction. Therefore, without proof of different payment method and/or a cash receipt, we are unable to pursue further. The letter for the dispute against the merchant XXXX XXXX stated In response to our inquiry, the merchant has provided the attached support indicating that your American Express card ending XXXXwas provided for payment of the disputed amount. We are providing you with an opportunity to review the merchant 's response. If you still question the charge, please provide us with proof indicating that it was paid by other means, and we will be glad to reopen the investigation.\n\nAttached to each secure message letter was the corresponding receipt from the merchants XXXX XXXX and XXXX XXXX. The timestamp in the receipts is XXXX and XXXX, one minute and fourteen seconds apart. Each receipt has a graphical representation of XXXX XXXX XXXX on the second page. Each receipt contains an image of a signature which is not my signature nor anything remotely close to it. \n\nXX/XX/XXXX I contacted American Express and was routed to the fraud services department. I again explained to the representative exactly what occurred on XX/XX/XXXX and recapped the disputes I filled on XX/XX/XXXX. I explained to the representative the issue with the multiple charges existing in the first place, with the different merchant names, with the timestamps of the receipts, and with the forged signatures. \nI explained to the representative how I have been an American Express member since XXXX and they have 14 years of signatures they can compare the ones on their receipts to in order to see that it is not my signature authorizing these charges.\n\nThe representative stated because I provided the merchant with my credit card that meant that I authorized these charges to be billed. To this I again explained that I did not take multiple taxi rides with different merchants, I did not authorize my credit card to be billed multiple times, nor did I authorize the amount that was billed each time and that I only authorized a very lower amount to be billed to my credit card one time. The representative continued to state because I provided the taxi\ndriver my credit card meant I was liable for the charges. I explained to the representative that based on this logic it meant I could never hand my credit card to any employee anywhere again. No matter what unauthorized fraudulent charges or illegal activity they conducted once having my credit card or if they charged an entirely different amount or multiple different amounts that under this rationale, I would be financially liable. Basically, under this rationale if I handed a bartender my credit card and they charged multiple amounts grossly higher than they said they would that I would be liable for the charges simply because I presented my credit card to them to pay an entirely different amount.\n\nThe representative asked me if I had a receipt for the cash payment I made to the taxi driver. I explained that no, I did not have a receipt for the cash payment just the same as the taxi driver did not provide me with a receipt for either of the unauthorized and fraudulent charges which they billed my credit card for. Nearly nobody when paying cash for a taxi receives a receipt unless possibly if traveling for business and then they would probably use a credit card for invoicing purposes.\n\nThe representative reopened the disputes for reinvestigation. \n\nXX/XX/XXXX I again received secure messages notifications from American Express via email with the messages themselves on their website regarding these two disputed charges.\n\nThis time the letter for the dispute against the merchant XXXX XXXX stated In response to our inquiry, the merchant has provided the attached support indicating that your American Express card ending XXXX was provided for payment of the disputed amount. We are providing you with an opportunity to review the merchant 's response. If you still question the charge, please provide us with proof indicating that it was paid by other means, and we will be glad to reopen the investigation.\n\nThis time the letter for the dispute against the merchant XXXX XXXX stated We have reviewed all the supports once again. The merchant has provided attached signed record of charge for your reference. In the absence of any proof of cash payment we will not be able to investigate further. We truly want to help you with the resolution, but we are bound by decisioning based on merits of paperwork and here merchant commitment was fulfilled. \n\nXX/XX/XXXX I made one final attempt to contact American Express to discuss these disputes. I requested to speak with a customer service supervisor. I again explained everything that occurred on XX/XX/XXXX and my previous interactions with American Express employees. I explained the discrepancies with the receipts, the fraudulent signatures, and everything else as stated above. \nI also highlighted this sentence from the second XXXX XXXX dispute letter The merchant has provided attached signed record of charge for your reference which stated that American Express was using forged signatures as their rationale for me being financially liable for the charge. Once more I explained to the representative how I have been an American Express member since XXXX and they have 14 years of signatures they can compare the ones on their receipts to in order to see that it is not my signature authorizing these charges and clear signs that fraud was committed.\n\nYet again the representative stated because I gave the individual my credit card that it meant I authorized these charges, and I was liable for them due to the merchants providing these receipts. Immediately upon a transaction being submitted American Express system knows if the charge was made via the cards chip, the tap feature, being swiped, or in the information was manually entered. These receipts submitted by the merchants confirm nothing beyond charges having been processed and provide XXXX evidence to their validity. Never mind that I did not take two taxi rides, nor I did not authorize the exorbitant charges for the amount that was billed by the merchants which was one taxi driver from a criminal organization.\n\nAmerican Express, a U.S. registered business is facilitating international illegal credit card fraud and profiting from it through the transaction fees which American Express charge merchants for processing payments. American Express at a minimum is complicit in allowing this illegal credit card fraud to be charged against the credit card for which they are the supporting financial institution. Once becoming aware of the illegal activity and doing nothing to remedy it through means available to them. Then American Express is explicitly involved in supporting and profiting from illegal credit card fraud.","date_sent_to_company":"2025-04-16T14:10:43.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"201XX","tags":"Servicemember","has_narrative":true,"complaint_id":"13016713","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-04-16T14:02:34.000Z","state":"VA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Basically, under this rationale if I <em>handed</em> a bartender my credit card and they charged multiple amounts grossly higher than they said they would that I would be liable for the charges simply <em>because</em> I presented my credit card to them to pay an entirely different amount.\n\nThe representative asked me if I had a receipt for the cash payment I <em>made</em> to the taxi driver."]},"sort":[10.446413,"13016713"]},{"_index":"complaint-public-v1","_id":"5690322","_score":10.414931,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX, we received a call from Banco Popular in the Loss Mitigation area to offer us several options. After an extensive interview and several questions, they gave us an evaluation and informed us that we were candidates to apply for a \" short sale ''. But, what use is it to make a written statement of the hardship and documentation evidencing said hardship. Next I will make a summary of the events and efforts that we have carried out. \n\nWe are going to be very honest with you ; Countless steps have been taken around the property, making a recount or summary of everything is something extremely onerous and draining at the same time ; but, within our compilation of documents and communications, we will try to do the most summarized, in the order in which the steps and events were carried out. \n\nAs we all know, on XX/XX/XXXX, Hurricane Mara unfortunately passed through Puerto Rico, and with it our property was whipped by the winds ; but above all due to a strong runoff of water, not only from rain, but also from sanitary ( black ) water. I don't want to dwell too much on material losses ; I summarize it, in that everything that touched the sewage had to be discarded. Lots of losses. \n\nIn terms of flooding, which was horrible, and this can be evidenced in the report presented by the soil expert, XXXX. XXXX XXXX ; the flooding and winds caused a landslide, which resulted in the land undermining the property below, creating a hole, and thus causing structural damage to the property. Such erosion gradually makes the structure UNSAFE, eventually becoming UNINHABITABLE. ( See annex A expert report ). \nWe want to emphasize something ; when this property was purchased, that had never happened, so this area was NOT on the map as a flood zone. Now, after Hurricane Maria, every time it rains hard, the street continues to flood, which creates anxiety and uncertainty in us, that at any moment we will have to flood again. And, to make the situation worse, when it rains, the sewage spills out in front of the property, which causes an unbearable stench, and is also unhealthy for your health. \nThe contracted expert, Engineer XXXX, made it abundantly clear in his report, and we quote : Although the actual costs will depend on the amount provided for each of the relevant engineering professionals and the contractor, it is the undersigned opinion that consideration should be given to an approximate budget of between {$60000.00} to {$75000.00}. The aforementioned, is the record of the dam in all this. \n\nSummary of post-Hurricane Maria events : After the passage of the Hurricane, my wife and I, with the greatest of wishes, took on the task of cleaning everything as best as possible, continuing to pay for the property, and starting to manage the claims to the respective insurers, ( XXXX, flood ) and ( XXXX, XXXX ), As is public and general knowledge, insurers took several months to answer the claims of their insured, in which in many cases, to date, ( almost two years after the event ), They have not yet resolved the claims. \n\nIn the meantime, my wife in XX/XX/XXXX had some health complications, in which she had previously undergone on two different occasions in XXXX. There was no recovery and she continued to feel poor health, she had to make the decision to quit your job to be able to concentrate on your health and thus be able to find a proper diagnosis and treatment to follow. Even with my wife 's loss of income, we continued to pay the mortgage up to date, as we did not want to be affected in our credit, since we knew the importance of having excellent credit. \n\nOn XX/XX/XXXX, the insured XXXX denied us flood coverage. On XX/XX/XXXX, XXXX was asked for reconsideration. Suspecting that XXXX was refusing to provide us with coverage, we proceeded on XX/XX/XXXX to file a complaint with the Insurance Commissioner. A few days after filing our complaint with the Insurance Commissioner, miraculously, we received a call from the XXXX offices, informing us that on XX/XX/XXXX they had sent us a letter granting us the reconsideration, and that the same It had been returned to the wrong address. In said letter they approved in part, but not before letting us know, that the policy did not cover the landslide damages claimed. \n\n\nOn the other hand, we were still waiting for the insurer, XXXX, to answer us if it would cover the cost to fix the landslide and erosion of the property. It was not that at our insistence, that on XX/XX/XXXX they answered us denying us coverage ; that in turn we send you a letter dated XX/XX/XXXX. \n\nBy the month of XX/XX/XXXX we had already been oriented by \" Loss Mitigation '', and we decided to take advantage of the moratorium related to Hurricane Mara, hoping that at some point we would have some positive or encouraging response from one of the insured ; and even from the Insurance Commissioner 's Office itself, to be able to rebuild the property and not have to deliver our property. \n\nAfter several calls to the Insurance Commissioner 's office inquiring about the status of our claim and to top it off ; knowing that the expiration year of the term to sue the insured was about to expire ( that at that time the lawsuit before the Supreme Court on the expiration of the claims for Hurricane Maria had not yet been resolved ) ; On XX/XX/XXXX, we proceeded to file an Informative Motion before the Insurance Commissioner, which was quite detailed, with the hope that our claim would be resolved before the time to sue expired. Almost every day my wife made phone calls to XXXX XXXX XXXX XXXX to find out the status of the case, since we urgently needed it to be resolved before the year after Hurricane Mara passed. \n\nOn XX/XX/XXXX, the legal representatives of XXXX requested an extension so that in a term of XXXX days they could submit the final position to the motion presented by us ; allegedly because they needed more time to evaluate the expert report signed by Engineer XXXX. all of the above, to continue lengthening the process. Even though since the month of XXXX of that same year said report had been sent to them for review and/or comments. \n\nJust days before the anniversary of the passage of Hurricane Maria through Puerto Rico, the Office of the Commissioner of Insurance had the courtesy to grant said extension, which expired on XX/XX/XXXX. It was not until XX/XX/XXXX, ( date on which they were outside the requested extension term and days after the year of Hurricane Mara ), which the legal representation of XXXX answers, and, therefore, denies our claim for damages caused by Hurricane Mara. On XX/XX/XXXX, the Office of the Commissioner of Insurance replied. \n\n\nOnce the insured XXXX denied us coverage, we proceeded to call the offices of XXXX XXXX to see if they could take our case and/or guide us on the matter. Since the date of the first year of the passage of the Hurricane was so close, and they were extremely busy filing the demands so that they would not expire, they did not want to give us an appointment. They informed us that they did not want to take any risks, and preferred to wait to see if the Supreme Court 's decision was lowered, before filing any claim outside the statute of limitations. So we had no more to wait. \n\nThus, we had no choice but to go back to the Loss Mitigation offices to explain our situation and see what other alternatives they could offer us. So they offered us a modification, in which the documentation was delivered to see if it was feasible for us. \n\nAt our insistence, and even knowing that we were out of time to sue, we wanted to try again by calling XXXX XXXX, so that even if it was out of time, they would give us an orientation to see what the next step to follow would be, since all the steps that we had done had been unsuccessful. \n\nOn XX/XX/XXXX they granted us the appointment. \nBelow is a summary of what happened at the meeting with XXXX XXXX. \nThat the Commissioner is not going to enter into whether or not it covers a contractual dispute, which is outside the scope of what the Commissioner can resolve. \nRather, the Commissioner resolves if the insurers are not doing their job of adjusting the claim in a reasonable time, and they have to extend and do not resolve. There they do put pressure on them, because the Insurance Code says 90 days, or, they can be extended for just cause that one does not bring documents. In general, they have the practice, that they ask you for one thing today, a month goes by, they ask you for b, and they stretch the gum to extend the term. And, then later they say, ah, you took me to the Commissioner, but you owe me information. But it is that you did not give me that information on day 1. You asked me for it on day 60. Having been able to ask for it on day 1.\n\nIn other words, they have their tactics too. And if the Commissioner detects these practices, he does have the power to impose fines because they are not following the Code as it should.\n\nBut, as for entering into the controversy that exists here, which is a contractual question, whether the policy covers it or not, that is something that is up to the courts. That the Commissioner is not going to enter. And, they are going to say, Commissioner dismisses this, because they are talking about whether I denied or not denied, and this you are not the one who decides. This is a contract compliance dispute, which is disputed in court. \n\n\nHe understands that the case would be solid to sue and argue even more, because the last determination, the one that they say denied coverage, was already approaching the year after Hurricane Maria had passed. \nIn other words, it does indeed help, he starts arguing, How come I was a year old? If all this time we have been discussing the case. But, that they are going to fight it, they are going to fight it. The attorney let us know that the case was good enough to sue both insurers. Because it gave him the impression that XXXX also stomped because it would be up to them to pay for the part of the structural damage to the property. \nThat this had been a contract. That we were paying for that within the mortgage. Because through the mortgage, they were forced to respond thanks to the payment that we made, in consideration of that payment. The bank does not pay it, we pay it with the money that is paid to the mortgage every month, and from there the bank takes it and pays them. And, with these payments, they are obliged to respond in the event of an event, and here the event happened. But until the supreme court resolves, nothing can be done. Because they run the risk of losing all the money invested in the lawsuit. \n\nOn the other hand, he also informed us that it seemed to him that the complaint before the Insurance Commissioner was not going to bear fruit. The issue was that the claim be addressed, and it has already been done. Regarding the complaint regarding the cover, she understood that the Commissioner was not going to go into the merits, because that is a contractual issue, which the party is not satisfied with. It was to put pressure on them to resolve, and they already resolved that the cover was denied, so he recommended that we request the dismissal before the Insurance Commissioner and look for other alternatives with the bank. \nAfter that meeting with the lawyer we left even more discouraged. Therefore, on the instructions of the attorney, we proceeded to request the dismissal of the complaint before the Insurance Commissioner.\n\nThus, we decided to meet with the bank again to see what other alternative we could do. On two occasions an alternative of \" Loss Mitigation '' was requested, but the bank only wants to lower a tiny amount to the monthly payment of the property, and we would have to pay again in 30 years. To which, after evaluating both alternatives, it is not feasible for us, since we would still have to invest the amount to rebuild the property, since if we do not do it in a few years the house would become uninhabitable for us. \n\n\nOn XX/XX/XXXX, we were summoned by Banco Popular in relation to the foreclosure of the mortgage. Subsequent to that date, we went to a lawyer, who presented our case to him so that he could guide us on the procedure to follow. After having listened to all our ordeal, someone finally gave us a feasible alternative. That is when he advises us to go to the bank again, and explicitly request what is called a Deep in Lieu Foreclosure Non-retention. He informed us that the bank does not offer this alternative, that it has to be requested in order for it to be offered to us.\n\nAfter having explained the pros and cons of this option, we came to the conclusion that this would be the feasible alternative for us. Since starting a new 30-year loan on a house that is destroyed, which according to what was stated in the expert report of engineer XXXX, that this house will soon be uninhabitable if the {$65000.00} is not invested in the reconstruction, we understood that this is reason of weight to request a \" Deed in Lieu Foreclosure Non-Retention '', and, therefore, not wish to retain the property. In addition, the expenses are extremely high. \n\nThus, we went back to the bank and asked for said option, which we filled out the entire document and delivered everything that was asked of us. The bank proceeded to send a bank appraiser for the property. As of XX/XX/XXXX, the as is valuation of our property was {$38000.00}. ( Appraisal is included. ) After said appraisal, with all the sufficient evidence about the management and conditions of the property, the bank denied us said option. \nAs you have seen from the beginning, at all times we have been acting in good faith and always looking for alternatives, without leaving the bank alienated from the proceedings. It wasn't until we had no more options, that we literally threw in the towel, and decided not to want to retain ownership. \nIn XX/XX/XXXX, Banco Popular filed a motion in compliance with the order and in request to stop the proceedings due to the pandemic, and the court granted it It was not until the end of XX/XX/XXXX that the court reopened the case and referred it to the XXXX XXXX. On XX/XX/XXXX, a conference hearing was given on the XXXX platform. XXXX XXXX XXXX, Mediator, XXXX XXXX, representative of the bank, and my wife, XXXX XXXX and the undersigned, attended said conference. In said mediation they offered us several alternatives, among them the \" short sale '', which previously they had not wanted to offer us. Therefore, XXXX XXXX proceeded to schedule a call from the Loss Mitigation area for XX/XX/XXXX. \nWe deliver all the documents that the bank demanded of us. The bank proceeded to make a new appraisal which valued the property at {$42000.00}. ( The appraisal is attached ). However, even with the appraisal so low, the bank sends us a letter offering us a mortgage modification. We do not understand, if they themselves were the ones who offered a \" short sale '', and we delivered all the documents addressing it, they did not give us any explanation about the denial of the \" short sale '', they only sent us this letter. ( Bank letter is included ). \n\nSo they offer \" options '', but in the long run we always get to the beginning, to the \" mortgage modification '', which for obvious reasons, will not be accepted. Like a house appraised at {$42000.00}, they want us to pay {$120000.00} for 30 years, plus assume the expenses to fix it. \n\nOn the other hand, we have made every effort to sell the property, so much so that we have a realtor working on it. When she saw said appraisal, she informed us that definitely in order to be able to sell said property, what would correspond would be a \" short sale ''. No one in their right mind is going to buy a property at an overpriced price, and with so many repairs to be made to the house, which would increase expenses even more. According to the land expert, approximately {$70000.00} must be invested in the property to put it in optimal conditions and habitable. Since in the long run if the arrangements are not made, there is a risk of an imminent collapse. ( This is what the expert expresses in his report, which is attached to the appraisal ). \n\n\nYou can imagine how we feel. We had faith that this time the bank would finally accept the option of a \" short sale '', but the result was the same from the beginning. They still have all the insurance, they do not want to assume that loss ; but nevertheless, they want us to assume it. They will continue to act in bad faith. \n\nFor all of the above, what we request is that you grant us a \" short sale '' on our property, and, thus, free ourselves from this mortgage in its entirety, and to be able to move to a property that is safe and be able to return to start again. This process towards you was guided by the court mediator. Since she herself realized that the bank is acting in bad faith and does not want to help us in any way. \nWaiting for your prompt response to the matter, I remain. \nCordially,","date_sent_to_company":"2022-06-20T14:53:16.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"00976","tags":null,"has_narrative":true,"complaint_id":"5690322","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANCO POPULAR DE PUERTO RICO","date_received":"2022-06-20T13:15:47.000Z","state":"PR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Because</em> it gave him the impression that XXXX also stomped <em>because</em> it would be up to them to pay for the part of the structural damage to the property. \nThat this had been a contract. That we <em>were</em> paying for that within the mortgage. <em>Because</em> through the mortgage, they <em>were</em> forced to respond thanks to the payment that we <em>made</em>, in consideration of that payment."]},"sort":[10.414931,"5690322"]},{"_index":"complaint-public-v1","_id":"14599863","_score":10.403124,"_source":{"product":"Student loan","complaint_what_happened":"In XXXX the department of education announced a one-time payment count adjustment during which consolidated loans would be credited with the better payment history of the underlying loans. As my two student loans have differing payment histories, with one in default while the other was in repayment, I would very much benefit from this. I consolidated my loans for the benefit as per dept guidance and have waited ever since, yet the change was never applied to my account. \n\nI contacted the department of education 's Federal Student Aid office, my loan servicer, the department 's default resolution group each numerous times to no avail. Each entity either deferred to another, or told me to give it time. I am currently pursuing public service loan forgiveness, with an official count of XXXX out of XXXX required payments. If the adjustment had been applied to my account, I would have more than met the XXXX threshold. I was told to submit feedback - I did, and it was closed without resolution. I was told to submit a reconsideration request. I did XX/XX/XXXX and have been given no update other than alternating \" it has been escalated '' \" it is in final review '' \" it's being worked on. '' The point of the payment count adjustment was to address the now widely recognized chronic failures on behalf of the department and contracted federal loan servicers to properly track and manage the federal loan portfolios. I experienced this failure firsthand by my former servicer, XXXX. \n\nThe company 's mismanagement and record of failures is well documented and they no longer have a contract with the department. They improperly defaulted my loans after I requested deferment and when I called to find out what happened I was told it was an error on behalf of XXXX but that once the loans are transferred to the default resolution group, they have no hand in the matter and there was nothing I could do. During this period of default my income tax refunds were intercepted and applied to my loans. After the last offset in XXXX I received a letter from Default Resolution Group stating that offset had resulted in overpayment and I was due a refund. As I only had 2 loans each with an original principle balance of {$2600.00}, and had paid at least that, this seemed feasible to me. Yet I not only never got a refund, I got a statement with a balance due. I have asked all parties involved for an explanation, yet have gotten none. \n\nI do not deny or dispute the initial period of default in my loan history, that began after XX/XX/XXXX. That was entirely my fault, I lost XXXX loved ones in the towers that day and went off the rails for awhile. But the period of default in XXXX, I dispute and have documentation from XXXX which I submitted to the department of education in my request to have my payment count reconsidered. A group called XXXX and XXXX, who was my point of contact for a period, confirmed what XXXX told me about the deferment not being applied and that once the loans have changed hands, it can't be undone. \n\nI would not have followed department guidance on consolidating my loans for the payment count adjustment if I'd known it wouldn't be applied to my account. In consolidating I lost the ability to use an option of \" buying back '' months of forbearance. However, consolidation can not be undone. \n\nIn summary, I am seeking application of the payment count adjustment to my account or, if not, an explanation as to why it can not be, especially given that I have made a strong case for servicer remediation. I would also like an explanation for the DRG letter stating the offset tax return overpaid my debt yet I'm still paying. I am concerned that time is of the essence in resolving my issues because with so many changes on the horizon, I am concerned the PSLF program will end or requirements will become restrictive to the point I no longer qualify.","date_sent_to_company":"2025-07-11T15:41:46.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"65202","tags":null,"has_narrative":true,"complaint_id":"14599863","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"Servicer under contract with Federal Student Aid","date_received":"2025-07-11T14:34:38.000Z","state":"MO","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I am concerned that time is of the essence in resolving my <em>issues</em> <em>because</em> with so many changes on the horizon, I am concerned the PSLF program will end or requirements will become restrictive to the point I no longer qualify."]},"sort":[10.403124,"14599863"]},{"_index":"complaint-public-v1","_id":"12423800","_score":10.36795,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Dear CFPB, I am filing this complaint against XXXX XXXX for issuing a fraudulent loan in my name, failing to verify my identity, withholding critical account records, and engaging in misleading and abusive practices. Below is a detailed account of what happened : **Summary of the Issue : ** On XX/XX/XXXX, XXXX XXXX issued a loan in my name without my knowledge or consent. My business partner applied for and obtained the loan using my name. I did not discover this loan until XX/XX/XXXX, when it appeared on my credit report and negatively impacted my credit score. XXXX XXXX failed to take adequate steps to verify my identity before approving the loan, such as requesting a photo ID, live photo verification, or cross-checking business ownership records. This lack of due diligence allowed the fraudulent loan to be issued.\n\nDespite verifying my identity through my Social Security Number and date of birth, XXXX XXXX  refused to provide me with any account records when I initially inquired on XX/XX/XXXX ( via email ). On XX/XX/XXXX, I called and requested the account email be changed from the original email address on the account ( my business partners ) to my own, as the email on file was no longer active. After this change, they provided only the loan agreementno additional details or breakdown of the loans status were shared. Furthermore, the IP address linked to the loan application ( found in the signature line of the loan agreement ) does not match my own, which should have raised immediate red flags regarding the legitimacy of the application. This evidence strongly suggests that the loan was applied for fraudulently ( unauthorized ) by my business partner, not by me.\n\n**Misleading Communication and Lack of Transparency : ** On XX/XX/XXXX, I contacted XXXX XXXX to inquire about the loan. It was only at this point that I discovered XXXX XXXX had transferred the loan to XXXX XXXX XXXX, which they claimed was now handling the loan. However, the lawyer at XXXX XXXX XXXX refused to provide me with any support, stating, I dont think I can give you support because XXXX XXXX  is who we are representing. This lack of transparency left me in an unclear and difficult situation with no access to critical loan details. \n\nTo make matters worse, XXXX XXXX XXXX demanded payment from me for the fraudulent loan, despite my repeated explanations that I did not authorize or consent to the loan. This demand for payment, coupled with their refusal to provide documentation or support ( I contacted them on XXXX due to their email not working on their website. They do not have an official email address listed ), has placed undue pressure on me and further compounded the distress caused by this situation. I contacted them before asking for things to be written and sent to my email, but there was no response to that. XXXX XXXX XXXX ; **Failure to Notify or Contact Me Properly : ** I reached out to XXXX XXXX on XX/XX/XXXX, asking them to contact XXXX XXXX XXXX on my behalf ( since no calls were being answered ). I had made three separate phone calls to XXXX XXXX XXXX prior to initial contact. They did not respond until XXXX told them to contact me. On XX/XX/XXXX, XXXX XXXX XXXX contacted me back. I was hit with the lawsuit, and XXXX XXXX did not inform me in advance. The lawyer also told me to pay off the loan and sue my business partner to get my money back. The failure to properly notify me about the lawsuit further demonstrates a lack of professionalism and transparency in handling this matter.\n\n**Failure to Provide Requested Documentation : ** XXXX XXXX also insisted that I file a police report to gain access to email communications and documentation related to the loan. This requirement was an unnecessary barrier, especially given the clear evidence of their failure to verify my identity before issuing the loan. Why werent they able to give me the email communication in their system? They claim I was the one on the account and should have handed over important information to help with who filled this out. Their failure to provide me with more information shows that they were willing to keep this information to their advantage.\n\n**Unprofessional and Discriminatory Behavior : ** During my communication with the lawyer at XXXX XXXX XXXX on XX/XX/XXXX, the attorney made an inappropriate remark about my voice, stating that it sounded young. This comment was unprofessional, discriminatory, and unrelated to the legal matter at hand. Such behavior is unacceptable and further exacerbated the emotional toll of this situation.\n\n**Misreporting of Business Address on Personal Credit Report : ** Upon reviewing my credit report, I discovered that my business address and was reported on my personal credit file. This is highly inappropriate as personal credit reports should only reflect personal financial information, not business-related details. My business address has no legitimate connection to my personal credit history or liabilities, and it should not have been included in my credit report. Additionally, I noticed that my business partners phone number was reported on my credit report. This further raises concerns about the mishandling of my personal information and the improper use of my credit file and that I did not apply for the loan. The inclusion of these business details in my personal credit report has caused confusion and may have contributed to the negative impact on my credit score, which has been severely affected by the fraudulent ( unauthorized ) loan that was taken without my consent in question.\n\n**Legal Violations : ** I believe XXXX  XXXX has violated several federal regulations, including : - **Fair Credit Reporting Act ( FCRA ) : ** By failing to ensure the accuracy of the information reported to credit bureaus and issuing a loan in my name without proper verification.\n\n- **Consumer Financial Protection Act ( CFPA ) : ** By engaging in deceptive and abusive practices, including withholding loan details, misleading communication, and demanding payment for a fraudulent loan.\n\n- **Know Your Customer ( KYC ) Regulations : ** By neglecting to verify my identity before approving the loan, which is a clear violation of their obligations as a financial institution.\n\n**Conclusion : ** This situation has caused significant harm to my financial and emotional well-being. XXXX XXXX  failure to verify my identity, lack of transparency, and refusal to provide critical documentationcombined with XXXX XXXXXXXX XXXX demands for payment and unprofessional behaviordemonstrate severe misconduct. XXXX XXXX should have informed my business via mail that a lawsuit would be coming if we failed to make paymentsthis has left me with limited options for resolving this issue. \n\n**Additional Evidence of Fraud & Documentation Errors : ** I am providing further documentation that highlights critical errors and inconsistencies in XXXX XXXX records, which strongly suggest that someone else ( my business partner ) filled out this loan application without my knowledge : - **Failure to Properly Verify My Identity & Address Mix-Up/Phone Number : ** - The loan application portal contains a critical error where my personal address and business address were swapped, which likely caused my business address to appear on my personal credit report. This error reinforces that I was not the applicant. \n- **Withholding Critical Records & Refusal to Cooperate : ** - The IP address used to sign the loan agreement does not match my actual IP address. \n- XXXX XXXX transferred the loan to XXXX XXXX XXXX without informing me, and I only learned about it after being contacted regarding a lawsuit. \n\n**Summary of Submitted Attachments : ** - Screenshots of my XXXX XXXX account information. \n- TransUnion Credit Report highlighting the incorrect address mix-up. \n- XXXX XXXX Loan Agreement showing discrepancies. \n- XXXX XXXX XXXX XXXX Document verifying my business ownership.\n\nI urge the CFPB to investigate this matter thoroughly and take appropriate enforcement action to hold XXXX XXXX accountable for their actions. Thank you for your attention to this matter. Please let me know if additional information is needed to proceed with this complaint.","date_sent_to_company":"2025-03-11T19:05:33.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"98036","tags":null,"has_narrative":true,"complaint_id":"12423800","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-03-11T19:05:01.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Dear CFPB, I am filing this complaint against XXXX XXXX for <em>issuing</em> a fraudulent loan in my name, failing to verify my identity, withholding critical account records, and engaging in misleading and abusive practices. Below is a detailed account of what happened : **<em>Summary</em> of the <em>Issue</em> : ** On XX/XX/XXXX, XXXX XXXX <em>issued</em> a loan in my name without my knowledge or consent. My business partner applied for and obtained the loan using my name."]},"sort":[10.36795,"12423800"]},{"_index":"complaint-public-v1","_id":"4046359","_score":10.36214,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XXXX XXXX XXXX, XXXX XX/XX/2020 Consumer Financial Protection Bureau XXXX. XXXX  XXXX XXXX, IA XXXX Dear CFPB : I used my Discover card to make a payment to a property manager to cover the rent for a friend who was subletting an apartment. XXXX XX/XX/2020, I paid {$2000.00} to XXXX XXXX XXXX  using the logon information given to my friend by the current leaser of the apartment. I did not share my credit card information with anyone else except directly with the XXXX web site, a third-party entity that merely processes the transaction, as required to make the payment. \nApparently, the current leaser then logged on to the clickpay site ( the site that the property manager asks tenants to use to pay their rent ) to confirm that the payment was made. The leaser claims that he made an additional {$5000.00} payment using my credit card information which was saved by Clickpay by accident. He logged on the following day, XX/XX/XXXX and made another payment to his account with my credit card and has no explanation how or why that happened. I had my Discover card in my possession the whole time and never lost control of my card. \nI discovered this on XX/XX/XXXX and called XXXX to alert them of. these two {$5000.00} charges that I clearly and obviously never authorized. It is self-evident that the first transaction of {$2000.00} was one that I personally made with my card and at that time, and it is clear that charge was authorized. It is just as self-evident, that the second two transactions, for {$5000.00} were NOT transactions that were in any way authorized. They attempted to reverse the transactions but said that they could not. They assured me that if I call Discover that they should be able to reverse the charges. XXXX also removed all of my credit card information from their system immediately. I did not intend nor was I aware that my card information had been saved in their system. \n\nI called Discover and spoke to the fraud protection department and explained the situation and reported the unauthorized charges as fraud. They issued a temporary credit for the {$10000.00} charges ( plus the service fees that were charged by XXXX ) and began an investigation. A few days later I discovered that my friend was never given the signed sublease agreement which was promised to be given to him as soon as the {$2000.00} payment had been made, I then called Discover and. told them to add the {$2000.00} payment to the charges that were. being disputed and reported as fraudulent as the agreed upon sublease was never delivered as agreed it would be after the payment had been made. \nI called XXXXXXXX XXXX XXXX to discuss with them the fraudulent nature of the payments that were made. Despite numerous calls to. their main number I was only able to get voicemail. I left the details of what happened on several voicemails. I never got a call back from XXXX. \nI began the process of filing a police report and communicated with the chief of the XXXX division of the XXXX, XXXX XXXX, who put in touch with one of his detectives. His detective spoke by phone and i. gave him a summary of what occurred. He was scheduled to meet me that day so he could take my report. This was around XX/XX/XXXX, and the protests had begun after the death of XXXX XXXX. The detective was not able to meet. me. at the arranged time and I did not reschedule, as it seemed like the XXXX had their hands full dealing with the protests. \nIn addition to reporting these charges to Discover fraud protection and having the three charges disputed I also cancelled my Discover account and opened a new account with a new card and new account number. \nI received letters later from Discover indicating that they never got verification from the. merchant ( XXXX XXXX ) and that my temporary credits would become permanent and the case closed.\n\nEverything was apparently settled until midXXXX when i noticed that my balance to Discover had increased by over {$20000.00} with no explanation from Discover. I called and was told that the merchant Icon had finally responded to the written request Discover had sent them asking if the charges were legitimate or not. The response indicated that they were legitimate. Discover had no further information about the charges, what they were for or why they were legitimate despite my clearly indicating they were not. They sent me nothing in writing to demonstrate the legitimacy of these charges. When I referenced their fraud protection program that the customer is responsible for {$0.00} for any unauthorized charges, they claim that because I provided the credit card information that was necessary to make the initial payment of {$2000.00} to clickpay, that any subsequent charges were considered a billing error and not a fraudulent charge. This seemed preposterous and not in accordance with their fraud protection policy. The additional charges of {$5000.00} and {$5000.00} were absolutely not authorized by me and in no way reflect a billing error. They could not explain why this occurred after I had already been told the credits were permanent ( over 90 days after the charges were made ). They were reminded that the law limits the customers responsibility as long as the customer has the physical card in their possession when the disputed charges were made ( which was the case ). They were not able to adequately explain why the charges put back on my card were in excess of {$20000.00} when the disputed charges were only {$12000.00}. They offered to submit an appeal which would take 30 to 60 days. This discussion took place around XX/XX/XXXX. Discover has left all the charges o my account ( currently at {$25000.00} ) and has not communicated with me at all about the repeal. Several calls I made to get an update were not returned, no one was available to speak with me at the times I called. \nThis situation has negatively impacted my credit score and my ability to refinance my mortgage. I submitted in writing another request to Discover about a week ago to update me about the appeal, but they have not responded. \nI am asking the CFPB to intervene in this matter. I ask to learn how Discover can possibly claim that their fraud protection policy does not cover my substantial losses when I indicated to them 2 days after the charges were made that they were fraudulent, unauthorized charges and that I had my card in my possession. I ask that you compel, by whatever means at your disposal, Discover Bank to remedy the situation by crediting my account for all charges that were put on my account due to these fraudulent transactions. \n\nIn addition, I ask that you consider adding additional regulations to ensure that no other American is forced to suffer the stress and trauma that I have been forced to endure while STILL not finding a resolution. If I, as a customer of 34 years who has spent over {$100000.00} in just the past 12 months, have been bullied as I have been by this company, I can not imagine what a customer with fewer years of loyalty under their belt is treated. As a XXXX XXXX XXXX XXXX XXXX, XXXX and XXXX and XXXX XXXX, I know all too well the terrible toll that such maltreatment and bullying can cause. \n\nThank you very much. \n\nXXXX XXXX XXXX, XXXX. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX","date_sent_to_company":"2021-01-04T16:52:18.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"10011","tags":null,"has_narrative":true,"complaint_id":"4046359","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2021-01-04T16:08:30.000Z","state":"NY","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 <em>issued</em> a temporary credit for the {$10000.00} charges ( plus the service fees that <em>were</em> charged by XXXX ) and began an investigation."]},"sort":[10.36214,"4046359"]},{"_index":"complaint-public-v1","_id":"3148515","_score":10.31422,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX, I opened a case against Chase Bank personnel that was much more than just an inquiry about my concerns for my Chase Home Equity Line of Credit ( HELOC ) account with the Consumer Financial Protection Bureau. The Bureau acknowledged receiving it on the same day and assigned case # XXXX to my complaint. \n\nIn my original complaint ; I levied provable and serious charges specifically against XXXX XXXX XXXX, Chase Banks notary. The letter with attachments I received in response to my original complaint was unsigned, but dated XX/XX/XXXX and postmarked XX/XX/XXXX. I strongly believe it was authored by XXXX XXXX, the Chase Fraud investigator who would logically render her findings in this manner. Likewise those findings can be quickly summed up by quoting paragraph # 5 of MS XXXX letter. In it she states that We carefully reviewed the history of your account ( NOTE : my husband and my personal checking account ) and we did not find any instances of deceptive tactics. \n\nIn Paragraph # 2 of MS XXXX letter she writes : We have enclosed a copy of your Deed of Trust, which shows both you and XXXX XXXX XXXX, XXXX signature. This one sentence paragraph contained in this formal and official letter to me from Chase Banks Executive Office in response to my complaint sent through the CFPB is a total, complete and unmitigated lie.\n\nThe Deed of Trust that Chase included in its response to me is in fact the forged document with the self evident proof of forgery, perjury and fraud that rests within its own pages. Further, this forgery turned into a counterfeit when it was recorded as a truthful and accurate document. I firmly believe the forger who perpetrated this fraud and in turn perjured herself is XXXX XXXX XXXX, Chase Banks notary. She compounded her unlawful actions when she either recorded this document on XX/XX/XXXX herself or sent it into the county recorders office through Chase channels with a batch of other documents to be recorded. The proof is documented on : A. Page 10 signature page : 2 places for XXXX XXXX XXXX to sign and 2 places for XXXX XXXX XXXX, XXXX to sign ; however, only my signatures appear on this page. Clearly understand that while the signatures appear to be mine, they are not. I never signed this document. \nB. Page 11 XXXX XXXX XXXX states she witnessed me sign as a trustee of our trust and she states that she WITNESSED XXXX SIGN AS A TRUSTEE OF OUR TRUST. \nC. Page 12 XXXX XXXX XXXX states she witnessed me sign as an individual and she states that she WITNESSED XXXX SIGN AS AN INDIVIDUAL. \n\nPages 11 and 12 also prove two additional and critical points : D. XXXX XXXX XXXX clearly states that she witnessed XXXX sign his own name by his own hand. \nE. XXXX XXXX XXXX does not state that she witnessed ME SIGN EARLS NAME BY MY HAND AS THE HOLDER OF HIS POWER OF ATTORNEY. She states she personally witnessed with her own eyes XXXX sign this page himself. \n\nNow a question for the XXXX Fraud investigator, the CFPB Executive Office and all other personnel with a direct and/or indirect hand in determining fact from fiction from what rests within the pages of the Chase HELOC Deed of Trust that was recorded on XX/XX/XXXX and that is the focus of this legal matter. The facts and circumstances of this case that have previously been laid out for your edification in great detail and which are being laid out before you once again in above points A thru E that does it not give you pause to look deeper into the Deed of Trust? Is the fact that XXXX signatures are nowhere to be found on page 10 of the Deed of Trust lost on you? These facts are not so obscure that it would be easy to miss so how did you miss it? \n\nSecond question : are you willfully ignoring the glaring fraudulent declarations made by XXXX XXXX XXXX when she affixed her signature and notary stamp to pages 11 and 12 of this Deed of Trust? There is no question in my mind that her actions are criminal in nature as laid out in County, State and Federal statutes outlined in part below : F. First, the crime of forgery was detected on this Deed of Trust that turned it into a Counterfeit document used as a security in violation of 18 USC Ch. 25 : COUNTERFEITING AND FORGERY. From Title 18CRIMES AND CRIMINAL PROCEDURE PART ICRIMES and ARS 13 2002 A 1 513. Securities of the States and private entities. Further, for purposes of this section : ( 1 ) The term \" counterfeited '' means a document that purports to be genuine but is not, because it has been falsely made or manufactured in its entirety ; ( 2 ) the term \" forged '' means a document that purports to be genuine but is not because it has been falsely altered, completed, signed, or endorsed, or contains a false addition thereto or insertion therein, or is a combination of parts of two or more genuine documents ; ( 3 ) The term \" security '' means any other written instrument commonly known as a security ; G. Second, this fraudulent document was then recorded into the Public Records of XXXX County, Arizona in the form of a DEED OF TRUST as security for a Chase bank loan. That Deed of Trust is a provably forged counterfeit that even a casual observer can easily spot as a forgery is prima fascia evidence of fraud, has been sent through the United States Postal Services Certified Mail multiple times. It is my understanding this action constitutes the Federal Crime of Mail Fraud.\n\nThird : are you so blind that you can not see the parameters of this case? XXXX XXXX XXXX clearly states that she witnessed my husband sign this document in two places ; one as a trustee of our trust and the other as an individual. If she is telling the XXXX honest truth, WHERE ARE HIS SIGNATURES ON PAGE 10 of this Deed of Trust? \n\nNow to the other points raised in the Chase Executive Office cover letter : H. Let me remind you that months before my husbands death, XXXX XXXX, the Chase Bank Branch Manager, informed me that this HELOC that we were supposed to sign on XX/XX/XXXX, but did not because the notary failed to return to the bank for that signing ; was funded the first business day after XX/XX/XXXX as an unsecured line of credit. Further, he gave me the unsigned and undated complete 19-page HELOC paperwork along with Chases single page Errors and Omission document that tied directly to this HELOC that was also unsigned and undated. \n\nI. This very same HELOCs unsecured Deed of Trust turned into a secured Deed of Trust through XXXX XXXX XXXX handy work when I believe she forged and then recorded, or had recorded, the subject Deed of Trust on XX/XX/XXXX. \n\nShortly after my husbands death on XX/XX/XXXX ; I notified Chase of that fact. As soon as his death certificate arrived in the mail, I provided Chase with a certified copy for the banks records. At the time I told the teller I would prefer to keep my husbands name on our accounts along with his name on our checks. The teller said there was absolutely no problem because many widows/widowers choose to do so. It was my choice to keep XXXX name on our accounts and checks then and it remains so today. \n\nJ. In paragraph 3 of your letter, you refer to my taking out 2 cash advances, one on XX/XX/XXXX and the second XX/XX/XXXX, neither of which has a thing to do with the forgery that occurred on an unknown date after XX/XX/XXXX ; the date on which we were supposed to sign the HELOC, but did not and XX/XX/XXXX ; the date on which the notary recorded, or had recorded, this fraudulent Deed of Trust with the XXXX County Recorders Office. \n\nXXXX In paragraph 4, you refer to those funds being paid into account # XXXX and then paid from that same account that was and remains in both of our names. This red herring holds absolutely no significance beyond my deep desire to continue to show honor and respect for the man who continues to be my husband. Clearly understand that money being deposited into our checking account and then paid back from this account was never an issue. In fact this is nothing more than a smoke and mirrors tactic to cloud the real issues that were and are purposefully being ignored. \n\nNOTE : XXXX and I have 2 personal checking accounts, # XXXX that was the primary checking account before, during and after XXXX and the subject account for this set of transactions. The secondary account before, during and after XXXX ends in # XXXX. That account became the primary account after # XXXX had been the subject of an identity theft scare. Our names were on both of these well established accounts long before my husbands death. Both of our names appear on both of these accounts today. For the record, I find great contentment, peace and joy seeing his name along with mine on our checks. \n\nL. In preparing this document in response to your letter dated XX/XX/XXXX, it became abundantly clear that you accidentally or intentionally misidentified our primary checking account as being # XXXX instead of it being # XXXX. Proof of this additional error on your part rests with the 2 Consolidated Balance Summary Bank Statements one dated in the upper right hand corner of the page XX/XX/XXXX through XX/XX/XXXX, followed by Primary Account # XXXX and the second also dated in the upper right hand corner of the page XX/XX/XXXX through XX/XX/XXXX, followed by Primary Account # XXXX. I have taken the liberty of removing all of the individual personal entries associated with these monthly statements as they are no ones business but my own. I have done the same for the Loan Transaction Summary Date of Notice XX/XX/XXXX as well as the Chase Detailed Transaction History dated XX/XX/XXXX for the Activity for Period XX/XX/XXXX XX/XX/XXXX. \n\nGiven the fact that you never failed to refer to the appropriate primary checking account being # XXXX, how could you have misidentified the secondary account as the primary account on both of the Consolidated Balance Summary Bank Statements themselves? This level of carelessness defies all logic. Do you care so little about the quality of your work that you continually make this type of glaring error? \n\nM. In paragraph # 5, you clearly state that in your careful review of our account, you did not find any instances of deceptive tactics. It is unclear whether you are referring to deceptive tactics on my part or those of the banks. Also, pray tell, which account are you referring to - # XXXX or # XXXX? I really want to know. \n\nAdditional proof of fraud, counterfeiting and perjury on behalf of XXXX XXXX XXXX rests with the fact that there can only be a blue ink signed original of the Deed of Trust if in fact we both signed it in front of her. Neither my husband nor I personally signed the HELOC including its Deed of Trust because you need to pay very close attention to the reality that in writing only my alleged signature appears on the signature page, not both of our signatures. The blue ink original document does not exist, can not be produced and therefore cancels out this HELOC in its entirely. * The second piece of physical evidence that Chase Bank and/or XXXX XXXX XXXX can not produce is her notary book showing both XXXX and my signatures entered into the section of pages where signatures of individuals were logged in for the date of XX/XX/XXXX thereby documenting this transaction actually took place as the Deed of Trust implies. No notary book containing our signatures on that date, or any other date for that matter up until the date the Deed of Trust in question was recorded exists. This constitutes additional supporting evidence that XXXX XXXX XXXX perjured herself while committing multiple counts of fraud. \n\nN. The question arises now and than as to why I continued to make payments on the Chase HELOC after the XXXX XXXX  Reverse Mortgage went through. The answer is very simple and I will restate it here : In XXXX or XX/XX/XXXX I was in Chase making a deposit when XXXX XXXX, the bank branch manager, said to me that he \" needed to tell me something important '' and it was that \" someone with Chase really messed up because the paperwork to attach our home as collateral to the HELOC ending in # XXXX was never processed and therefore it went through as an unsupported loan. At the same time he handed me a complete copy of the HELOC along with the Chase Errors and Omissions document containing all of the same dates and numbers as are present on the HELOC itself. \n\nO. In XXXX I applied for a XXXX XXXX Reverse Mortgage. As part of the normal procedures of processing a reverse mortgage, XXXX XXXX contracted with XXXX XXXX XXXX XXXX and XXXX Reverse Escrow to search for all loans that connected our home as collateral to a given loan. The reality is that at the time the reverse mortgage was being processed, neither XXXX XXXX XXXX XXXX nor All-American Reverse Escrow located the recorded Chase Deed of Trust and subsequently did not pay it off. The XXXX XXXX Reverse Mortgage went through on XX/XX/XXXX. The failure of XXXX XXXX XXXX XXXX and XXXX Reverse Escrow to do their due diligence has cost me dearly. \nP. First of all based on the statements made to me in person by XXXX XXXX and the evidence he provided me at the same time that comprised the HELOC and the single page Errors and Omissions documents, I did not question continuing to make payments on it. Clearly understand both of these documents were undated and unsigned. In the case of the Deed of Trust, it was also not notarized. Further, while the Errors and Omissions document was also undated and unsigned, because of its significance, I believe it should have been notarized as well, but as with the signatures, it was not notarized. \nI kept making payments on the XXXX XXXX from the date the XXXX XXXX Reverse Mortgage went into effect until XX/XX/XXXX to the tune of well over {$50000.00} at which time it became impossible for me keep making those payments because they went from a few hundred dollars to well over a thousand dollars per month. Interestingly my new reality became clear when I was unable to make those HELOC payments. The point being the unsecured HELOC described to me by XXXX XXXX in XXXX as such is now a secured HELOC with my home attached as collateral for it. \nThe last 12 pages of this Chase Line of Credit comprises the Deed of Trust and it is this part of the HELOC that is now signed, notarized and recorded as of XX/XX/XXXX. It is a forgery. I believe only someone within the XXXX banking system could access my unsecured HELOC and without my knowledge or permission attach my home as security for it. I also want you to fully understand the fact that I had no knowledge of this recorded Deed of Trust until XX/XX/XXXX when a realtor found it on the XXXX County Recorders website and sent it to me. I find it ironic that only because of the kindness of a stranger that I learned my home was now being used as security for this counterfeit Deed of Trust. Further, a foreclosure sale date of XX/XX/XXXX had been set. The ramifications of this horrific set of circumstances were driven home to me in such a painful manner that it totally defies description. Other words that fit the dynamics of the untenable place I found myself in include, but are not limited to the following : surreal, unbelievable, heart wrenching, horrendous, appalling, gruesome, ghastly, sickening, horrifying..\n\nThis is an absolute and outright case of fraud. Per United States XXXX XXXX : : XXXX XXXX XXXX ( XXXX ) : Evidence of inherent fraud has been found in this case ; therefore per Ex37 Am Jur 2d at section 8 states, in part : \" Fraud vitiates every transaction and all contracts. Indeed, the principle is often stated, in broad and sweeping language, that fraud destroys the validity of everything into which it enters, and that it vitiates the most solemn contracts, documents, and even judgments. '' Chase has the responsibility to hold their guilty employee ( s ) accountable for her/their illegal actions.\n\nFurther, Chase has the legal and moral obligation to return every penny I paid them with interest. I believe those unnecessary HELOC payments were made from the date the Forged Deed of Trust was officially recorded as a public document in the XXXX County Recorders Office until today. \nXXXX XXXX has the responsibility of holding their Title and Escrow companies accountable for their failure to find and pay off the recorded Deed of Trust that used our home as collateral for it. Not only that, XXXX XXXX XXXX XXXX issued a clean and clear title that is not true. The foreclosure action is proof that this title to our property is not clean nor is it clear. Likewise, this recorded Deed of Trust was the vehicle XXXX blatantly used to initiate and prosecute foreclosure actions post XX/XX/XXXX. \nThe failures of XXXX XXXX XXXX XXXX, XXXX XXXX and Chase banks in this matter has harmed me greatly both financially and emotionally. For my own wellbeing, I need an acknowledgement from you that you have received, read this claim and are processing it in a timely manner. I require this matter to be property adjudicated no later than 30 days from the date you receive this document. While you are conducting a new investigation into Chase Bank, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, All-American Reverse Escrow, and of course XXXX XXXX XXXX and the XXXX County Recorders Office ; you may wish to make a strong suggestion to Chase Bank that they make a good faith gesture to me by refunding the money I unnecessarily paid to them in the Line of Credit payments. \nOne last hard reality every one of you needs to keep in mind : This is my life and my home that has been manipulated and in affect held hostage by employees of both banks. Clearly understand THIS IS NOT A GAME AND I AM NOT PLAYING WITH YOU.","date_sent_to_company":"2019-02-11T09:23:24.000Z","issue":"Struggling to pay mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"85306","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3148515","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-02-11T08:42:53.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Proof of this additional error on your part rests with the 2 Consolidated Balance <em>Summary</em> Bank Statements one dated in the upper right <em>hand</em> corner of the page XX/XX/XXXX through XX/XX/XXXX, followed by Primary Account # XXXX and the second also dated in the upper right <em>hand</em> corner of the page XX/XX/XXXX through XX/XX/XXXX, followed by Primary Account # 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