{"took":140,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":40,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3790136","_score":19.695759,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2020 I purchased the software from XXXX for protection of my computer. When it was loaded into my computer I could not use Internet because that software started to block access by firewall. I had to remove the software in order to get access to the Internet. When I saw the charge on XX/XX/2020 I called Discover Card and disputed the charge. I did so after calling XXXX who told me that they know about this problem and I was supposed to contact their technical support in attempt to resolve the issue. First of all, I did not about their technical support because their e-mail did not notify me about existence of such support, and then they told me that my request was supposed to be within 30 days. My call ion XX/XX/2020 was exactly on the XXXX day. Since XXXX refused to give me a credit I called Discover card and disputed the charge. Discover card gave me a credit but then I received my new statement that charge of {$39.00} was again posted to our account on the same day of XX/XX/2020. When I called Discover card XX/XX/2020 I was told by Mr. XXXX from Ohio office that I was supposed to have a written confirmation from XXXX that their software prevented me from accessing Internet and that my call on XX/XX/2020 was on 31 first day which is not true because by legal standards counting starts on the following day and XXXX had 30 days span. Mr. XXXX refused to give us a credit for that merchandise which does not exist on my computer because it was faulty.","date_sent_to_company":"2020-08-19T17:18:51.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"19904","tags":"Older American","has_narrative":true,"complaint_id":"3790136","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2020-08-11T20:16:53.000Z","state":"DE","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I did so after calling XXXX who told me that they know about this problem and I was <em>supposed</em> to contact their <em>technical</em> <em>support</em> in <em>attempt</em> to resolve the issue. First of all, I did not about their <em>technical</em> <em>support</em> because their e-mail did not notify me about existence of such <em>support</em>, and then they told me that my request was <em>supposed</em> to be within 30 days. My call ion XX/XX/2020 was exactly on the XXXX day. Since XXXX refused to give me a credit I called Discover card and disputed the charge."]},"sort":[19.695759,"3790136"]},{"_index":"complaint-public-v1","_id":"6789376","_score":19.358347,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Approximately 3 wks ago, I attempted to log into my Transunion account. It did not take my user name and password. I followed the instructions to reset the password, and was supposed to received a 2nd tier verification code via e mail. I did not received the emai. I attempted several times, and called Customer Service. I was informed that it was a technical issued and try the next day. This has continued over the last three weeks. I informed Customer Serice that I would talk to Tech Support for assistance. I was assured that would happed. It has not. I need help so I can log into my account. Thanks","date_sent_to_company":"2023-04-03T14:20:21.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"73008","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"6789376","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2023-04-03T14:11:15.000Z","state":"OK","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Approximately 3 wks ago, I <em>attempted</em> to log into my Transunion account. It did not take my user name and password. I followed the instructions to reset the password, and was <em>supposed</em> to received a 2nd tier verification code via e mail. I did not received the emai. I <em>attempted</em> several times, and called Customer Service. I was informed that it was a <em>technical</em> issued and try the next day. This has continued over the last three weeks."]},"sort":[19.358347,"6789376"]},{"_index":"complaint-public-v1","_id":"2935749","_score":17.112219,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have a payment required on my account due to unauthorized access to my account. \n\nI have attempted to pay this amount regardless, but Coinbase does not allow me to pay the balance due to technical issues. I can not add money to my USD wallet to pay. I can not go to the payment required page and pay by bank or out of my BTC account. I currently have XXXX or {$5200.00} in my account. \n\nDue to this supposed \" Payment Required '', I am not able to send or withdraw my funds. This needs to be fixed immediately. \n\nI have contacted Coinbase repeatedly on the issues within the access of my account and they are not handling it in a timely manner. Cases are still open, but they continue to close cases and I have to reopen them via the support ticket. After calling 4 times, they just continue to escalate the cases only to be rejected.","date_sent_to_company":"2018-06-15T06:51:26.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"29212","tags":"Servicemember","has_narrative":true,"complaint_id":"2935749","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-06-15T02:37:34.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have <em>attempted</em> to pay this amount regardless, but Coinbase does not allow me to pay the balance due to <em>technical</em> issues. I can not add money to my USD wallet to pay. I can not go to the payment required page and pay by bank or out of my BTC account. I currently have XXXX or {$5200.00} in my account. \n\nDue to this <em>supposed</em> \" Payment Required '', I am not able to send or withdraw my funds. This needs to be fixed immediately."]},"sort":[17.112219,"2935749"]},{"_index":"complaint-public-v1","_id":"4366989","_score":16.388458,"_source":{"product":"Checking or savings account","complaint_what_happened":"BBVA has assumed responsibility for accounts previously held by Simple ( Compass Bank XXXX. The accounts were supposed to be automatically transitioned and accessible through BBVA 's system on XX/XX/XXXX. A majority of customers attempting to access their accounts after the transition experienced technical difficulties when attempting to activate their new accounts per BBVA 's instruction. Since the issues started nearly three days ago, many people are still without access and BBVA has done very little to provide support or information. I have called the bank over thirty times in the past two days, spending over three total hours on hold. I have yet to reach a CSR. Many of my hold calls were abruptly ended when BBVA hung up the line. I have not received one official communication via phone or email from BBVA during this completely failed transition period. They are attempting to minimize the impact this is having but I have a great deal of funds currently in limbo because they are in a protected savings account not accessible via the ATM or paper checks. BBVA needs to address this issue immediately ; they have yet to show any interest in simply communicating with customers about the situation let alone taking action to resolve it.","date_sent_to_company":"2021-05-11T06:29:14.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"130XX","tags":null,"has_narrative":true,"complaint_id":"4366989","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BBVA FINANCIAL CORPORATION","date_received":"2021-05-11T02:14:12.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["The accounts were <em>supposed</em> to be automatically transitioned and accessible through BBVA 's system on XX/XX/XXXX. A majority of customers <em>attempting</em> to access their accounts after the transition experienced <em>technical</em> difficulties when <em>attempting</em> to activate their new accounts per BBVA 's instruction. Since the issues started nearly three days ago, many people are still without access and BBVA has done very little to provide <em>support</em> or information."]},"sort":[16.388458,"4366989"]},{"_index":"complaint-public-v1","_id":"2699563","_score":16.02077,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX advertises that I can pay my mortgage via ACH payments. They claim that this ACH can be set up via their online service at USBank.com. I have attempted to set this up via the US Bank Online but not able to do so. I have called several times and been walked through the process to set up a ach via USbank.com. I have called several times and not been able to fix this issue. There is some technological defect associated to my online user account that is preventing the option to set up ach to appear under the payment menu. I have been advised that upon hovering over the word payment the option to pay online or set up ach should display. I am only being presented the Pay Online option. Consequently, I am unable to set up the ACH automatic draft of my mortgage payment as desired. Further, they charge you a {$5.00} payment processing fee if you do not pay your mortgage payment by the first of the month. The only protection against this money grab on their part is to set up ACH. I think it is appalling that the bank that makes so much money in interest charges the customer to accept a payment online at any time. Is n't this part of the servicing duties the institution is being compensated for in servicing fee 's. It sure seems like double dipping to charge fees to make payments. \n\nThe representatives have no clue how to troubleshoot and upon request to be transferred to a technical help desk rep to assist in resolving the issue with the online functionality I am advised there is no such technical help desk. When inquiring about opening up a problem ticket to send to the application team that supports online banking I am told they have no process or procedure to escalate technical issues to the appropriate application support team who could investigate and correct the issue so that I can use the USBank.com online tool to establish my ACH payments. Instead they tell me it is my computer. When I told them I used 4 different browsers but received the same behavior they said the could not escalate the issue because no one else is reporting it and it was my computer. I logged on to my work computer and followed the same process to log in to and navigate to the customer care net as instructed and again received the same behavior demonstrating the technical issue was with the my account configuration or the USBank.com website that would not allow me to set up the ACH. In any case my computer or not, the technical application team should investigate and there should be an avenue readily available to escalate such issues. \n\nInstead of resolving this issue the representative suggested I should further inconvenience myself beyond the number of hours I spent on this already and go to a US Bank branch to set up the ACH. He then gave me the option to wait weeks to get something in the US mail and pay for postage to return it you them to establish the ACH. I asked for him to set it up over the phone then, and he said no he could not do that. How about just getting the USbank.com website to do what it is supposed to do? How about that? \n\nMy contention is simple if you have a website that is supposed to have account management functionality that functionality should work. Further, if an issue arises with a customer because of technical issue using that functionality they should be able to be connected to someone who can assist in resolving that technological issue or have some means to escalate internally to the appropriate application support team who can research and correct the defect in a timely manner. \n\nThe level of incompetence with the customer service is appalling. Is it really to much to ask that staff have a clue on how to resolve the issues you are calling in regarding? I cant recount the amount of incorrect information I have been provided with from numerous representatives at this bank. The degree of incompetence causes me to loose patience because something that should be easily resolved is turned into a major issue.","date_sent_to_company":"2017-10-12T04:37:04.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"53223","tags":null,"has_narrative":true,"complaint_id":"2699563","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2017-10-12T00:02:49.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["How about just getting the USbank.com website to do what it is <em>supposed</em> to do? How about that? \n\nMy contention is simple if you have a website that is <em>supposed</em> to have account management functionality that functionality should work."]},"sort":[16.02077,"2699563"]},{"_index":"complaint-public-v1","_id":"4018953","_score":15.9451685,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I disputed information on my Experian Credit Report. On XX/XX/2020 Experian refused to investigate my new evidence of the inaccurate reporting of my credit file. When I attempted to upload the supporting evidence again, the Experian online dispute center had several technical issues that could not be resolved. The inaccuracies in which Experian is reporting is having a significant impact on my credit profile. \n\nThe following accounts have been re-aged, are reporting inaccurate balances, and have numerous inconsistencies with the other credit bureaus. If they are receiving their information from the same creditor, why is the information not the same? Experian is also reporting term limits and payment statuses on supposed charge-offs. \n\nAccount name XXXX  XXXX Account number XXXX \n\nAccount name XXXX XXXX/XXXX  Account number XXXX .... \n\nAccount name XXXX XXXX XXXX XXXX Account number XXXX .... \n\nAccount name XXXX XXXX XXXX Account number XXXX .... \n\nAccount name XXXX XXXX Account number XXXX .... \n\nAccount name XXXX XXXX Account number XXXX ....","date_sent_to_company":"2020-12-18T09:52:03.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"395XX","tags":null,"has_narrative":true,"complaint_id":"4018953","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-12-18T04:34:38.000Z","state":"MS","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["When I <em>attempted</em> to upload the <em>supporting</em> evidence again, the Experian online dispute center had several <em>technical</em> issues that could not be resolved. The inaccuracies in which Experian is reporting is having a significant impact on my credit profile. \n\nThe following accounts have been re-aged, are reporting inaccurate balances, and have numerous inconsistencies with the other credit bureaus. If they are receiving their information from the same creditor, why is the information not the same?"],"sub_issue":["<em>Their</em> investigation did not fix an error on your report"]},"sort":[15.9451685,"4018953"]},{"_index":"complaint-public-v1","_id":"2853842","_score":14.814309,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello, Thank you for taking the time to help resolve my issue. My most recent issue with my Citi accounts started when I was attempting to pay the merchant XXXX. The merchant payment was being held by Citi, after repeated calls and many hours spent Citi cleared my card for use. However, by now the merchants security measures had activated and I could no longer make the payment.\n\nI then proceeded to log in to my online portal and activate virtual account numbers for my advantage gold. There was a technical issue that prevented me from completing the process without additional assistance. One more call to Citi technical support and another hour ; the kind representative helped me set up virtual account numbers on my gold card. After troubleshooting the outdated flash interface on the virtual account numbers page we opt for using the downloadable executable to my computer. Everything seems to be working well and we conclude the call.\n\nSome hours later I launch the local desktop program in my computer, log in and generate a virtual number. Please keep in mind that throughout this ordeal I've been exclusively dealing and asking for help with my gold advantage card. Once the virtual number is generated I fill the details on the merchant site and execute the charge.\n\nIt went through! Success I think.\n\nFast forward to several more hours later, it occurs to me that I've only had issues with Citi in my short membership as a new customer ; I should probably check my account to make sure the charge posted ...\n\nIt did post but to the wrong credit card, [ sigh ] ... The charge was supposed to go to the gold card and not to my Platinum. I frantically launch the program in my computer again log in and check for an option to select a different credit card, but there is none. I think, \" I specifically requested virtual account numbers on my gold card, there must be a mistake! '' Once more, I make a call to technical support and the representative tells me that there is nothing they can do. She mentions the outdated online flash portal has a selector for the credit card, something that is absent from the locally run computer program.\n\nI feel like I'm just running around in circles now. I can't use the products I was offered and when I can use them properly they don't work adequately. This truly goes beyond what any bank could reasonably expect their customers to do to get something done. It makes me feel like it's intentionally difficult to cause confusion for customers.","date_sent_to_company":"2018-03-25T19:43:39.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"922XX","tags":null,"has_narrative":true,"complaint_id":"2853842","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-03-25T19:15:24.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["The charge was <em>supposed</em> to go to the gold card and not to my Platinum. I frantically launch the program in my computer again log in and check for an option to select a different credit card, but there is none. I think, \" I specifically requested virtual account numbers on my gold card, there must be a mistake! '' Once more, I make a call to <em>technical</em> <em>support</em> and the representative tells me that there is nothing they can do."]},"sort":[14.814309,"2853842"]},{"_index":"complaint-public-v1","_id":"17115367","_score":14.227156,"_source":{"product":"Credit card","complaint_what_happened":"Subject : Complaint against Capital One - Persistent \" Access Denied '' error preventing account access and payment Company : Capital One Product : Credit card ( Secured Credit Card ) Issue : Problems managing, opening, or closing an account What happened? \n\nI opened a Capital One Secured Credit Card approximately three months ago ( around XX/XX/year> ). Since the day my account was opened, I have been completely unable to access my online account to manage my card or pay my bill. \n\nEvery single time I try to log in, the website loads and then gives me an error message stating, \" Access Denied. Try again later. '' I have made numerous attempts to resolve this with Capital One support, including : Multiple Password Resets : I have reset my password multiple times with the help of support representatives. This has never fixed the problem. \n\nTrying Different Devices : I have tried to log in on different computers. \n\nTrying Different Locations : I recently moved and have tried to log in from two different states. The \" Access Denied '' error is persistent everywhere.\n\nBecause I am completely locked out of my account, I have no way to view my statements or make a payment online. This technical failure on Capital One 's part has now caused my account to become delinquent. I moved last month to XXXX, WV I can't even get my statements not that I got them in XXXX, MD I am now receiving harassing collections calls from representatives demanding payment for a bill that I am actively trying to pay. It is an impossible and abusive situation where one part of the company is demanding money while another part of the company is technically preventing me from paying. \n\nThis secured card was supposed to help me build my credit, but Capital One 's system failure is now actively destroying it. I before I got this card I raised my credit scores XXXX points and now theyre back down XXXX points. \n\nI'm XXXX since I was XXXX and I have trouble using phones, this is just utter XXXX","date_sent_to_company":"2025-11-08T15:45:00.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"26501","tags":null,"has_narrative":true,"complaint_id":"17115367","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-11-08T15:34:20.000Z","state":"WV","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["Try again later. '' I have made numerous <em>attempts</em> to resolve this with Capital One <em>support</em>, including : Multiple Password Resets : I have reset my password multiple times with the help of <em>support</em> representatives. This has never fixed the problem. \n\nTrying Different Devices : I have tried to log in on different computers. \n\nTrying Different Locations : I recently moved and have tried to log in from two different states. The \" Access Denied '' error is persistent everywhere."]},"sort":[14.227156,"17115367"]},{"_index":"complaint-public-v1","_id":"8935442","_score":14.155386,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am reaching out this way, because Chime has committed bank negligence when it comes to my account and it's supposed to be a mobile banking app, but there is inadequate customer support and trouble shooting for the technical support, my app hasn't worked for the in-chat support in over 2 months and I let them know about it and no on has helped fix it, so I'd be able to directly handle my banking issues with them. \nThere has been a plethora of issues over the last 2 years. \nChime has false advertisement for their credit builder account which I had from XXXX. The account is not supposed to be able to overdraft, it is a secured debit card that reports to the credit bureaus, but there was no borrowed line of credit. At some point the credit builder account had a negative balance and the account was closed due to inactivity. \nI made a deposit to repay the balance in the amount of XXXX on XX/XX/2022, which then adjusted the statement to reflect a balance of XXXX owed. \nThis credit builder is on my credit report and shows as I owe, account closed, and a write off, all as derogatory marks. \nI contacted chime to let them know and they said they will fix it, they still to this day have not changed the remarks, or update it to show that the account is closed and paid in full. \nChime STILL has a credit builder account in my name, which there should be no account in my name, I haven't authorized a new account after the original one was closed and I paid them back. This other credit builder account appears on the app, I have contacted them regarding this numerous times to no avail, they will not explain it nor remove it off my account. Essentially chime needs to delete that account off my name at this point, for false reporting over the last 2 years, which has hindered my financial success and endeavors. I am a single, XXXX mother, with low-income, this is definitely targeted attack against me, in attempts to systematically keep people like me stifled. There are several violations chime has committed in regards to the fair credit act, accurate reporting, fair and equal lending institution. \nI want my credit report to reflect the proper information, this has been such a major inconvenience on my life, it affecting XXXX XXXX at this point. \nI need chime to properly resolve this matter once and for all.","date_sent_to_company":"2024-05-06T15:47:23.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"02186","tags":null,"has_narrative":true,"complaint_id":"8935442","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-05-06T14:54:47.000Z","state":"MA","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I am reaching out this way, because Chime has committed bank negligence when it comes to my account and it's <em>supposed</em> to be a mobile banking app, but there is inadequate customer <em>support</em> and trouble shooting for the <em>technical</em> <em>support</em>, my app hasn't worked for the in-chat <em>support</em> in over 2 months and I let them know about it and no on has helped fix it, so I'd be able to directly handle my banking issues with them. \nThere has been a plethora of issues over the last 2 years."]},"sort":[14.155386,"8935442"]},{"_index":"complaint-public-v1","_id":"16054442","_score":13.851942,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year>, a routine request for payment ( RFP ) transaction was processed through interactive brokers for {$350.00}. The transactions normally process by high amounts of security on interactive broker side, and after authentication a request is made to customers bank. Chase Bank requires authentication and access into the banking app or website to approve transaction and the money is sent to Interactive broker. \n\nChase has changed the process by sending the customer an email after the request is made by interactive brokers which directly links into the banking app approval screen for request for payment. On XX/XX/year>, the transaction process seem to have completed and was debited from checking account. The money was not received by interactive brokers. A second attempt of {$350.00} RFP was made resulting in the same issue. After hours of speaking to customer service and explaining the technical issue and inability to retrieve the funds from either side, the transactions were pushed through after hours of waiting, even though it was supposed to take minutes, the situation was re-escalated. \n\nSpeaking to Chase customer service, claims and technical team once again, it was determined that an approval was needed on Chase side. Interactive brokers confirmed this status as the reason for no funds received. Logging into the Chase account the two transactions were showing approval needed when the first approval link was clicked a third {$350.00} debit was removed from account. When the second approval link was clicked a fourth {$350.00} debit was removed from the account. \n\nOn XX/XX/year>, the outcome resulted in {$1400.00} debit from account with no money received by interactive brokers looking into Chases pending withdrawals XXXX of the {$350.00} debits had already posted. The third was in pending status and the fourth was able to be canceled resulting in a {$1000.00} debit. \n\nAt this point customer was out {$1000.00} with no money received into interactive brokers account after being transferred to technical team, a profile reset occurred as each customer has a uniquerelay account number as to not share specific account information with different online vendors. It is similar to an XXXX XXXX email relay I was transferred to the claims team who explained the two completed debits would have to be waited out. The fourth is canceled and the third {$350.00} debit would be retrieved that process was initiated by Chase. It was also promised that a {$350.00} credit would be placed in the account in the interim. \n\nDays later around Friday XX/XX/year>, the {$700.00} was received in the interactive broker account. The {$700.00} claim was closed with Chase and the {$1000.00} claim ( second call ) was still pending with the {$350.00} debit trying to be retrieved by the claims team. Days later the {$350.00} debit and question was found in the interactive brokerage account, Chase closed the {$1000.00} claim. There was no credits ever received in the account by Chase. \n\nOn XX/XX/year>, Interactive brokers reached out by email to inform that of the {$1000.00} received in the brokerage account only {$700.00} was received by Chase. This deficit resulted in a margin call freezing all account activity for Interactive Brokers. The matter was escalated once again to Chase and was promised a {$350.00} credit to reissue back to Interactive Brokers while the issue was investigated a day later there was still no credit and when followed up with by Chase was told there was never going to be a credit and that there was no problem. \n\nThe issue left the customer with {$1000.00} debit and only {$700.00} of usable funds on the interactive brokers account due to the {$350.00} being reclaimed by the bank. It is believe that during the support with Chase technical team and claims with the setting of the online ID and reconnection of the bank information that new relay account numbers were issued which did not match with what was reclaimed by the bank the matter was communicated and escalated to several supervisors in which multiple supervisors after explain the situation with just hang up the phone. When Chase bank was contacted to share the concern of now unprofessional customer support and lack of action to remedy their issue, the supervisor would hang up the phone and did not offer any support. \n\nIn obvious technical issue was present and well communicated to Chase bank interactive brokers had also identified this issue early on stating that the transaction IDs and profile were not matching when trying to retrieve the funds that were collected. Chase Bank did not support them in resolving this issue. Overall, it accounts for a very poor experience and lack of action that although the amount is small in this incident could result in a severe and detrimental expense to other customers. It is important to send small transactions as a test when Chase makes changes to payment system such as RFP. \n\nFurthermore, the ability for a supervisors to disregard a customers time on the phone and already frustrating experience, taking time to explain to multiple departments and supervisors only to be hung up on is unacceptable.","date_sent_to_company":"2025-09-19T18:28:15.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"95242","tags":null,"has_narrative":true,"complaint_id":"16054442","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-09-19T17:50:49.000Z","state":"CA","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["A second <em>attempt</em> of {$350.00} RFP was made resulting in the same issue. After hours of speaking to customer service and explaining the <em>technical</em> issue and inability to retrieve the funds from either side, the transactions were pushed through after hours of waiting, even though it was <em>supposed</em> to take minutes, the situation was re-escalated. \n\nSpeaking to Chase customer service, claims and <em>technical</em> team once again, it was determined that an approval was needed on Chase side."]},"sort":[13.851942,"16054442"]},{"_index":"complaint-public-v1","_id":"2862929","_score":13.803646,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Hello, I see on the XX/XX/XXXX at XXXX the ETHEREUM was valued at XXXX USD. \nI attempted to login and sell, as indicated in the email above with the exact timestamp as evidence. You can see I informed you of my intention of selling immediately all my ethereums. \nTherefore, I complied with Terms and Conditions, in particular : \" 3.2. Digital Currency Transactions. Coinbase processes supported Digital Currency according to the instructions received from its users '' In panic, seeing that I could not access my Coinbase account for hours ( same as the night before ) and seeing the value dropping significantly, I sold as soon as I managed to login which was many hours after on XX/XX/XXXX XXXX XXXX  ( reference XXXX ). The rate was much lower, I had very limited choice. \n\nI am very unsatisfied with the situation, this is my first experience with Coinbase, and it was very unsettling and worrying. You are supposed to be in Finance and offer decent access so the customers can access their account 24/7. What occurred was very stressful and unsettling, I even worried it was like \" XXXX XXXX '' and that I would lose all my invested assets. \n\nNow, I am willing to continue my adventures with Coinbase, but I am very unsatisfied with the loss I have suffered due to your technical issues. \n\nI inform you that I am currently looking with my legal assistance, and with the report to the US Consumer Financial Protection Bureau. \n\nAfter that, I have created several support tickets in your system, each times they were answered by generic copy/paste answer not actually related to the issue, and often the tickets were closed despite me stating clearly the issue was not resolved.","date_sent_to_company":"2018-04-03T12:37:27.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2862929","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-04-03T12:07:18.000Z","state":null,"company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["You are <em>supposed</em> to be in Finance and offer decent access so the customers can access their account 24/7. What occurred was very stressful and unsettling, I even worried it was like \" XXXX XXXX '' and that I would lose all my invested assets. \n\nNow, I am willing to continue my adventures with Coinbase, but I am very unsatisfied with the loss I have suffered due to your <em>technical</em> issues."]},"sort":[13.803646,"2862929"]},{"_index":"complaint-public-v1","_id":"3353982","_score":13.219576,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX, I attempted to use my Discover credit card to make a purchase with XXXX XXXX, and to my unpleasant surprise, my card was declined. I didnt overthink it since I figured it was some technical hiccup, so I used a different credit card and went about my day. Imagine my surprise when my card was declined again on XX/XX/XXXX at XXXX. It was at this point that I logged in to my account and noticed that {$0.00} were available of my {$21000.00} credit line with less than {$200.00} in charges currently on my account. \n\nOn XX/XX/XXXX, I called the Discover support team to which I was met with no information and asked to call back the next day since the department I needed to speak with was unavailable. I called in again on XX/XX/XXXX and was informed that my account was closed and to look for information in the mail. According to the letter received from Discover, my account was closed due to a business decision without any details as to why and without any prior notice to allow for resolution of the supposed issue. \n\nAccording to the CARD Act of 2009, financial institutions such as Discover are required to provide a notice of account closure at least 14 days before the action being taken, which was not done, in addition to only providing a vague reason as to why my account was closed, leading me to believe that I am being unfairly targeted by Discover for questionable and seemingly unethical reasons. \n\nI feel that this closure was unfair, unjustified and without merit since I have followed the guidelines of the Cardmember Agreement and have never been late on payments in the 4+ years that I have been a customer of Discover.","date_sent_to_company":"2019-08-26T16:51:03.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"94565","tags":null,"has_narrative":true,"complaint_id":"3353982","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2019-08-26T16:45:36.000Z","state":"CA","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I <em>attempted</em> to use my Discover credit card to make a purchase with XXXX XXXX, and to my unpleasant surprise, my card was declined. I didnt overthink it since I figured it was some <em>technical</em> hiccup, so I used a different credit card and went about my day. Imagine my surprise when my card was declined again on XX/XX/XXXX at XXXX."]},"sort":[13.219576,"3353982"]},{"_index":"complaint-public-v1","_id":"3846697","_score":13.076969,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This complaint is directly related to my previous complaint # XXXX which you closed due to a fraudulent response from Discover Card and signed by XXXX XXXX XXXX complaint was related to the charge on my card for purchase of XXXX XXXX XXXX XXXX software. The \" response '' provided Discover fraudulently indicated that \" they did not recognize the charge '' which had nothing to do with the truth. As a matter of fact, I did purchase that software but the XXXX software billed a firewall ion my computer that did not allow me to use Internet, I was unable to send e-mails which started to accumulate in my \" outbox '' without gong out. I had no other way but to remove that software from my computer and declined to honor the charge. The second fraudulent claim made by Mr. XXXX XXXX in that \" company 's response '' was a claim that \" On XX/XX/2020, we received documentation from the merchant that included a copy of the transaction details, terms, and explanation from the merchant that included a copy of the transaction details. '' Proof of my purchase I have myself, but I do not have any \" terms '' of that purchase myself. As a matter of fact, when I disputed the practical validity of purchase ( and not the recognition of the transaction itself ) XXXX talked to me and told me that I \" was supposed to call their technical support department when I had problems with that software installing a firewall that did not allow me to use Internet. I have never received any \" terms '' let alone any telephone number for technical support. When I disputed the charge and later saw that charge reinstalled on the same date it was removed ( another fraudulent claim of Mr. XXXX XXXX XXXX I called Discover and talked to a man by name XXXX who told me that I was supposed to record those facts ( i.e., firewall that did not allow me to use Internet or accumulation of my outside mail in my \" outside '' box, facts not disputed by XXXX when I talked to them after seeing the charge. And finally failure Mr. XXXX XXXX to inform of his actual days and time of being in the office. When I called Mr. XXXX XXXX on XX/XX/2020 I wanted to tell him that after I removed XXXX software from my computer it appears that it loaded on my computer again without my permission. Moreover, when I attempted to remove it I could not do it. After I pressed the button \" remove '' I got a message that the process will take place over a time and that \" process '' has never been able to be completed but practically was suspended in time. Only on XX/XX/2020 I was able to remove that software from my computer although before final step I got a warning that I \" have current subscription to their services '' which I did not care but pressed the button to remove that software. Moreover, it appears that my computer had initially security software provided by XXXX. On the same statement on which charge for XXXX appeared there was a charge for {$29.00} for XXXX which I also disputed and which was removed. that charge was actually a valid one. I, therefore, on my payment date of XX/XX/2020 will pay that charge along with the interest charged by Discover for not paying the XXXX charge. After that I will never use that card again unless the dispute is resolved in a fair manner by Discover.","date_sent_to_company":"2020-09-12T19:04:22.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"19904","tags":"Older American","has_narrative":true,"complaint_id":"3846697","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2020-09-12T18:34:01.000Z","state":"DE","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["As a matter of fact, when I disputed the practical validity of purchase ( and not the recognition of the transaction itself ) XXXX talked to me and told me that I \" was <em>supposed</em> to call their <em>technical</em> <em>support</em> department when I had problems with that software installing a firewall that did not allow me to use Internet. I have never received any \" terms '' let alone any telephone number for <em>technical</em> <em>support</em>."]},"sort":[13.076969,"3846697"]},{"_index":"complaint-public-v1","_id":"8790521","_score":12.763714,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/year>, I entered into a contract with XXXX for a data plan intended for hotspot connectivity. The plan, which was data-only and did not involve any cell phone service, was initiated to provide internet access. Unfortunately, within the first 30 days of activation, the service failed to function leaving me unable to connect to the internet despite multiple attempts to troubleshoot the issue with XXXX 's technical support team. \n\nDespite my efforts to resolve the issue with XXXX on multiple occasions, the service remained unusable, prompting me to terminate the plan within the initial 2-3 months. However, upon termination, XXXX imposed an early cancellation fee, which I believe to be unjustifiable given that I never received the service I agreed to pay for. \nXXXX had a satisfaction policy that they did not adhere to. It was a part of our written agreement, my satisfaction was supposed to be guaranteed. \n\nSubsequently, the debt stemming from this early cancellation fee has been sold to multiple collection agencies. As a result, I have received correspondence from multiple entities within a short period, further complicating the matter. Attached, please find copies of the correspondence for your reference. \n\nI firmly believe that I should not be held responsible for a service that was never provided. The debt being pursued by XXXX and subsequently by collection agencies pertains to an early cancellation fee for a service that I did not receive and therefore should not be obligated to pay. This fraudulent practice is neither fair nor justifiable under the terms of our agreement or the FCRA. \n\nIn the attachment below you will see an email that represents XXXX XXXX XXXX and True Accord but the consumer credit report entry for this debt references XXXX XXXX only. The Account represented in the attached pdf ( pages 2 and 3 ) below is connected to a True Accord account number listed in the email.","date_sent_to_company":"2024-04-17T17:38:25.000Z","issue":"Written notification about debt","sub_product":"Telecommunications debt","zip_code":"32068","tags":null,"has_narrative":true,"complaint_id":"8790521","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TrueAccord Corp.","date_received":"2024-04-17T15:56:57.000Z","state":"FL","company_public_response":null,"sub_issue":"Didn't receive enough information to verify debt"},"highlight":{"complaint_what_happened":["Unfortunately, within the first 30 days of activation, the service failed to function leaving me unable to connect to the internet despite multiple <em>attempts</em> to troubleshoot the issue with XXXX 's <em>technical</em> <em>support</em> team. \n\nDespite my efforts to resolve the issue with XXXX on multiple occasions, the service remained unusable, prompting me to terminate the plan within the initial 2-3 months."]},"sort":[12.763714,"8790521"]},{"_index":"complaint-public-v1","_id":"1324654","_score":12.463372,"_source":{"product":"Credit reporting","complaint_what_happened":"XXXXTransUnion has been ineffective and frustrating to deal with for the most part on account of the fact that this major national credit bureau seems to employ incompetent customer service agents who are either inadequately trained or lack the requisite skills to take on the role in their respective functional departments. Calling into their customer service department can definitely make you fly off the handle inadvertently no matter how patient or level-headed you could be at the outset of each agent interface because the agents on the phone can not seem to exercise their due diligence duties to follow up on certain requests initiated either over the phone or online. I have had the misfortune of having to call into the Consumer Contact Department at Transunion several times and on XXXX occasion, I was put on hold for thirty minutes without getting transferred to a live supervisor. Worse yet, I had the extra stress of having spoken to supervisors who either gave me the wrong information or could not transfer me to a particular department. I was able to talk to a Social Media Manager on XXXX occasions today and this supervisor even apologized for having given me the wrong information which she attempted to compensate for by giving me the number to the Online Access Department that ended up hanging up on me after I politely requested to be transferred to a Supervisor on duty. The conflicting pieces of information I was given over the phone threw me for a loop so much that I attempted to contact the Social Media Manager in XXXX XXXX, PA who wound up apologizing to me after giving me the wrong information about being able to access my file on the TransUnion XXXX Division website despite the fact that a dispute is in progress. I then attempted to call the TransUnion Consumer Contact Department ( XXXX ) and I conferenced the call in to get the Supervisor to hear how incompetent and unskilled some of the agents could be. I even went on to state that I received a letter in the mail concerning the results of a certain investigation and I was somewhat completely thrown off by some derogatory information on my file that was supposed to have been removed from my file in XXXX 2015. If that letter was sent out on XXXX XXXX and the Transunion system is supposed to automatically delete derogatory information that is scheduled for deletion, then Transunion failed miserably in the technical department because either its system glitched up or a certain department did not exercise its due diligence duties since some information that was supposed to have been deleted is still in the system. I took this up with the Social Media Manager at Transunion XXXX XXXX ) and I was given a roundabout explanation as to such failure punctuated by an apology for having passed on misleading information concerning online account access while a dispute is pending along with the number for the Online Support Department ( XXXX ) under the impression that I would be given access to my consumer file online.To make matters worse, I have spoken to a Consumer Contact supervisor who gave me the website for uploading documents that is either nonexistent or unavailable ( which the Social Media Manager said is unacceptable ) as well as a Supervisor who can not transfer me to a certain department I politely requested to transferred to. The bottom line is that in light of the misleading information and the incompetence and lack of due diligence exemplified by the agents I spoke with in the Consumer Contact Department, this has somehow considerably diminished my confidence and trust in the manner with which Transunion handles consumer accounts. It 's such a shame for a major national credit bureau and of all the XXXX, Transunion is the worst.","date_sent_to_company":"2015-04-10T03:01:28.000Z","issue":"Credit reporting company's investigation","sub_product":null,"zip_code":"07306","tags":null,"has_narrative":true,"complaint_id":"1324654","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2015-04-10T03:01:27.000Z","state":"NJ","company_public_response":null,"sub_issue":"Inadequate help over the phone"},"highlight":{"complaint_what_happened":["If that letter was sent out on XXXX XXXX and the Transunion system is <em>supposed</em> to automatically delete derogatory information that is scheduled for deletion, then Transunion failed miserably in the <em>technical</em> department because either its system glitched up or a certain department did not exercise its due diligence duties since some information that was <em>supposed</em> to have been deleted is still in the system."]},"sort":[12.463372,"1324654"]},{"_index":"complaint-public-v1","_id":"1566547","_score":12.433151,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage was transferred from XXXX XXXX XXXX to PennyMac USA in XXXX 2015. Upon receipt of my first statement from PennyMac, I attempted to set up an online account to access my information and make payments. I was able to set up the account, but was not able to log in due to a message that simply stated \" Error. '' I promptly contacted customer service, who informed me that there was an issue with the Web site that was being addressed. As suggested, I waited approximately one week before attempting to log in again. At this point, I encountered the same error message, so I contacted customer service again to address the issue. I spoke to numerous representatives and was assured that the issue would be fixed and that I would be contacted with resolution. After approximately 3-4 weeks passed ( and I had not heard from anyone ), I contacted customer service again because I was still unable to log in to view my account information and submit secure online payments. I was informed that the issue would be forwarded to the IT department, and I requested that this process be expedited. Last night, ( 10 days after my most recent phone encounter ), I received a call requesting that I send a screen shot of the error message because the IT department was unable to retrieve it. At this point, I admittedly became frustrated because I had requested that the issue be escalated and it took so long to hear back from someone who still had no resolution on my issue. Last night and this morning, I followed the login steps to get to the error message, and I am completely blocked out of my account. The system is supposed to generate an e-mail containing a security code to log in, and I am not receiving these e-mails as I had prior. I have spent many hours combined on the telephone with technical support, and am not in a position to continue to go in circles with representatives that have no answers to offer. After two months, all that I know for sure is that Penny Mac is deducting the monthly payments. With no access to my account information, I have absolutely no idea what my account balance is ; I have absolutely no idea how ( or if ) my payments are being applied.","date_sent_to_company":"2015-09-16T13:06:34.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"FHA mortgage","zip_code":"15143","tags":null,"has_narrative":true,"complaint_id":"1566547","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2015-09-16T13:06:32.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The system is <em>supposed</em> to generate an e-mail containing a security code to log in, and I am not receiving these e-mails as I had prior. I have spent many hours combined on the telephone with <em>technical</em> <em>support</em>, and am not in a position to continue to go in circles with representatives that have no answers to offer. After two months, all that I know for sure is that Penny Mac is deducting the monthly payments."]},"sort":[12.433151,"1566547"]},{"_index":"complaint-public-v1","_id":"14310094","_score":12.3493805,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"This complaint is in regard to a previous case : XXXX. Equifax provided the CFPB with false information ; they claim they attempted to call me to discuss the matter on the XXXX and never heard from me, as they reported on XX/XX/XXXX. This is patently false. I spoke to an individual by the name of XXXX XXXX ; I called him on the XXXX, within XXXX XXXX of receiving his message, and we had an extended conversation. I have evidence of that call. He did not resolve the problem nor has he made any attempt to call back as he was supposed to do, to further investigate or provide information as to how the issue might be resolved. \n\nAs Equifax made no attempt to contact me regarding this matter following my CFPB complaint, I filed a complaint with my state attorney general 's office in Pennsylvania. They also provided false information to the XXXX, XXXX XXXX XXXX. When initially filed with that office, Equifax claimed that my file was locked because they needed to verify my identity. I did so ; I provided all documentation and they confirmed that they had received the documents verifying my identity. They subsequently sent a letter to his office and to me stating that the problem had been resolved. It had not been resolved. \n\nI called and spoke to customer service and the representative could not resolve the problem, at which point I requested to speak with a supervisor ; I was denied. At that time, I waas told that my issue would be \" escalated '' to technical support and I would have to wait an additional XXXX to XXXX XXXX for them to reach out. They never did so I again contacted my attorney general 's office and he agains requested information. At that time, XXXX XXXX reached out on the XXXX and left a message ; again, I returned his call on the XXXX and we spoke. I explained to him that I was able to access my file on XX/XX/XXXX to obtain my credit report and immediately after attempting to file a dispute, I was locked out of my account, He said he would look into the matter further based upon that information but I have yet to hear from him after he claimed he would pursue the information I provided. I still have no access to my credit file. XXXX XXXX sent out another request for cooperation from them and they have not replied so this file should not be closed as I still am unable to access my credit file and Equifax has misled both your office and my state attorney general 's office as to the status of my complaint.","date_sent_to_company":"2025-06-26T22:19:11.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"152XX","tags":null,"has_narrative":true,"complaint_id":"14310094","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-06-26T21:55:07.000Z","state":"PA","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["He did not resolve the problem nor has he made any <em>attempt</em> to call back as he was <em>supposed</em> to do, to further investigate or provide information as to how the issue might be resolved. \n\nAs Equifax made no <em>attempt</em> to contact me regarding this matter following my CFPB complaint, I filed a complaint with my state attorney general 's office in Pennsylvania. They also provided false information to the XXXX, XXXX XXXX XXXX."]},"sort":[12.3493805,"14310094"]},{"_index":"complaint-public-v1","_id":"2901770","_score":11.401453,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have two products with State Farm : 1 ) Checking account 2 ) Auto Insurance To access either it was one portal statefarm.com as in common with many financial companies to login to to view or handle transaction in my checking Or view insurance policy information or update the payment 'from ' account on the monthly payment plan for auto insurance every XXXX of the month.\n\nI did go into the payment plan for auto insurance from time to time to update the payment account to be debited past few months from XX/XX/2018 to XX/XX/2018. Twice the payment bounced ; however I did pay immediately a few days later via the site with the pay now option with another credit card or account. \n\nSuddenly one day when attempting to login to access my checking account information/statements ( which are setup to be notified of electronically as well ) I had an account suspended notice and could not login. \n\nCalled State Farm customer service immediately and got transferred to tech support, they were thinking it was a technical problem, but they could not resolve it, after two weeks, finally a technician stated, it's not the account getting locked out, it's the State Farm insurance end product and payments not going through a few times that has made the website inaccessible is what he said it stated in the notes. That's all the tech knew. \n\nCalled State Farm customer service again. And relayed that information I was told. Finally the customer service rep stated, yes, that until I go by six months of not bounced payments for the State Farm insurance product then I will regain online access back to the statefarm.com site to be able to access checking account. No clear explanation when I queried as to what rules or in what policy does it state that one product has to do with another? Or could they just lock me out of the insurance product but allow me access to only the checking account for now? The response was no, and that I would need to wait. I requested I have paper statements sent, and the rep stated it could not be done because my settings/preferences on the site are setup as electronic notification when statements are available. \n\nThis has me having to call in every few days to monitor account for all transactions in and out or using the atm for latest account balance. I feel this seems to be a right I have to be able to access my account when/if needed irregardless of the other product. \n\nAdditionally I attempted the supposed automated phone feature that utilizes voice print and fail to connect properly any time. Thus, I end up on hold anywhere from 15-25 minutes on average to get a rep to ask what my current balance and recent transactions are.","date_sent_to_company":"2018-05-09T22:18:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33172","tags":"Servicemember","has_narrative":true,"complaint_id":"2901770","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"STATE FARM BANK, FSB","date_received":"2018-05-09T21:53:38.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Additionally I <em>attempted</em> the <em>supposed</em> automated phone feature that utilizes voice print and fail to connect properly any time. Thus, I end up on hold anywhere from 15-25 minutes on average to get a rep to ask what my current balance and recent transactions are."]},"sort":[11.401453,"2901770"]},{"_index":"complaint-public-v1","_id":"6603061","_score":11.243989,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2022, I purchased a set of XXXX XXXX and 3rd Generation XXXX from an in-store location in XXXX XXXX ( see receipt no. XXXX ). During my transaction, I could not check out with the monthly installment option that was initially requested. The manager assisting me suggested that I purchase the items outright and call the apple card support line to have the transaction converted. I did just so through the apple support chat after the transaction cleared on XX/XX/XXXX. However, the installment plan or balance was not reflected in my wallet app where my previous installments were stored despite seeing the outstanding balance adjustment. \n\nConcerned that something had gone wrong, I contacted the apple support line again on XX/XX/XXXX and the agent assisting me suggested going back to the store to return the items and re-purchase them under an installment plan. I returned to the store and explained my situation to the check-in person who then directed me to someone who could help. The agent who assisted me was very kind and understanding in my dilemma and processed the refund and re-purchase quickly and efficiently ( see : receipt no. XXXX ). \n\nAs soon as the transaction was complete, the installments instantly showed up in my app where they were supposed to be but my installment balance had increased to {$1300.00} whereas I expected the balance to be {$700.00} ( XXXX + XXXX ) according to my calculations including the previous installment plan outstanding on my account. As I noted all the transactions were still pending, I decided to wait to see if the balance would correct itself when the transactions cleared. When reviewing my XXXX statement, I noticed the XXXX credit had decreased by {$160.00} instead of the {$97.00} my installment plans had equaled out to ( XXXX XXXX : {$19.00}, XXXX XXXX : {$41.00}, XXXX  XXXX XXXX : {$28.00}, Apple XXXX for XXXX : {$7.00} ) for the month. \n\nI reached out again to an apple card support agent on XX/XX/XXXX through XXXX inquiring about the deduction of the credit. I spoke with XXXX who explained to me that the reason the Apple Card Monthly Installment is still active is because the device was purchased in full and Goldman Sachs manually put the device on installments. Unfortunately, Apple would not have been able to refund it as an installment since it was purchased in full. The installment will remain active because Apple did refund the full amount of the XXXX in the amount of {$440.00} on XX/XX/2022 ; which, to me, sounds suspiciously like being required to pay for the same installment plan twice. When I expressed this and questioned why the refund credit that I received could not be applied to the installment plan it was for, I was not given a definitive answer but received an offer to have my incident escalated ( ref : XXXX ) to the technical team with the hopes of correcting it. I received a phone call from the technical team who stated that there was nothing they could do on their end to close the installment plan but I should speak with Apple, preferably in store to see if they were willing to offer a credit correction to have it removed. \n\nWith this advice in mind, I made a XXXX XXXX appointment to speak with a supervisor at my local store at XXXX XXXX in XXXX , DC. The supervisor there stated that there was nothing to correct as you already received the refund and we have no record of a payment plan although I showed them my bill multiple times and explained that although there was a credit, the amount being deducted was incorrect. The supervisor insisted that my problem wasnt with Apple but Goldman Sachs. Extremely frustrated with such a tedious process, I contacted Apple Card support again by phone and was bounced back and forth multiple times from agent to agent who insisted my issue was with not one office, but another to which I finally requested to speak with a supervisor to attempt to get an actual answer to my issue. After speaking with the supervisor ( I believe his name was XXXX? ) who, while very kind, explained to me that he could not explain the math to me but firmly insisted that although the installment plan was still reflected on my account, it would fall off once the credit on my account was used. \n\nOn XX/XX/XXXX, I noticed again that with the last of the credit deducted from my account, the balance outstanding did not coincide with the cost of the current installment plans. I promptly contacted apple support to attempt once again to sort this out. Again, a Goldman Sachs agent stated I should speak with an apple care specialist, not apple card. Put on hold again, I finally spoke with a very kind young woman by the name of XXXX, who was very efficient in investigating my claim. In the end, she and I both agreed that I should have been speaking with Goldman Sachs all along. After connecting me with the right department, I was EXTREMELY grateful to hear her request my permission to remain on the line to help where she could and see this claim to the end. The Goldman Sachs agent we dealt with was also very kind and detailed in her research into this claim. After about 10 minutes of being on hold, she came back to the phone and agreed that I had an outstanding installment plan that I should not have been paying for. However, because the refund was not processed correctly and applied to close the installment plan, it would remain open until the balance was paid because the credit was no longer on my account. To be sure I understood her correctly, I re-capped all that she had told me to which I calmly expressed that while I was not frustrated with her directly, I was indeed frustrated with how this entire situation was handled up until I spoke to her and XXXX and asked that she voice my complaint to a superior because I should not have been held liable for mistakes made on their part despite my attempts to have it corrected. With that, I told her I wanted to pay the balance in full so that my account was clear. \n\nI was fully content to let the matter drop as long as the rogue installment plan was closeduntil I received a phone call XX/XX/XXXX from an Apple Card supervisor who wanted to follow up about my complaint. She was incredibly dismissive and proceeded to talk over me as I attempted to detail to her my entire situation then kept insisting that I should look at my current statement to see that I do not have an outstanding installment plan to which I repeatedly attempted to explain that I just paid the balance in full over the weekend. Again, she insisted that she could send me a copy of my statement to which I stated that I no longer required her assistance and terminated the phone call.","date_sent_to_company":"2023-02-22T16:59:22.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"20017","tags":null,"has_narrative":true,"complaint_id":"6603061","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-02-22T16:47:12.000Z","state":"DC","company_public_response":null,"sub_issue":"Overcharged for something you did purchase with the card"},"highlight":{"complaint_what_happened":["Extremely frustrated with such a tedious process, I contacted Apple Card <em>support</em> again by phone and was bounced back and forth multiple times from agent to agent who insisted my issue was with not one office, but another to which I finally requested to speak with a supervisor to <em>attempt</em> to get an actual answer to my issue. After speaking with the supervisor ( I believe his name was XXXX?"]},"sort":[11.243989,"6603061"]},{"_index":"complaint-public-v1","_id":"7341529","_score":11.165533,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"A few months ago, I got started using Bright XXXX to help rebuild my credit. They use a software called \" XXXX '' to link your bank account to their service to withdraw payment every month. My bank account got disconnected every FEW DAYS and I had to reconnect it. I reached out to customer service multiple times via phone, email, in app chat support etc... ( I have documentation for all of this ). I told them it would not let me make a payment no matter what and my bank account was getting disconnected from their service almost every XXXX hours. Furthermore, whenever I do \" relink '' the account, I attempt to make a payment and it says that \" I cant make a payment that exceeds the payment limit ''. So there is NOTHING I can do. They have now reported two late payments to XXXX further destroying my credit. \n\n\n\nThe only time I received a response was by email OVER 4 WEEKS after the original email/chat message was sent and the response I received was automated. I asked to close my account and pay whatever remaining balance was left and that the 2 missed payments be removed for an obvious technical error. Their response was automated and completely unrelated reading : \" XXXX XXXX, I am writing to apologize for the late fee that was charged on your credit card account. We understand that this has caused you inconvenience and frustration, and we take full responsibility for this error. \n\nTo ensure that we can promptly address this issue, we kindly request that you provide us with the last 4 digits of the card that was charged a late fee. With this information, we can quickly identify your account and review the details of the late payment. \n\nWe would also like to request the due amount and the date that the payment was originally due. Please also send us a clear screenshot of the late fee. This information will help us investigate the cause of the late payment and ensure that it does not happen again in the future. \n\nPlease accept our sincere apologies for any inconvenience caused by this error. We are committed to resolving this issue as soon as possible and ensuring your satisfaction with our services. '' I have tried everything with these people and they refuse to respond. Try calling their public number at anytime during their supposed business hours and I guarantee you will not get a response","date_sent_to_company":"2023-08-02T20:37:51.000Z","issue":"Problem with customer service","sub_product":"Credit repair services","zip_code":"28314","tags":null,"has_narrative":true,"complaint_id":"7341529","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bright Capital Inc","date_received":"2023-08-02T20:18:18.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Try calling their public number at anytime during their <em>supposed</em> business hours and I guarantee you will not get a response"]},"sort":[11.165533,"7341529"]},{"_index":"complaint-public-v1","_id":"2501571","_score":9.807254,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am the owner of XXXX XXXX XXXX, XXXX. My store is a XXXX XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX in XXXX, NY. I opened the business in XX/XX/XXXX. I purchased a POS ( Point of Sale ) system from a company called First Data. At that time I received 25 free gift cards to sample ( sell to our customers ). After selling the gift cards ( the original 25 ) I went back to First Data and purchased 1000 gift cards. I also had them printed with the store 's logo on them. The Gift Cards are sold through a division of First Data called XXXX. <P/>During the four year period occasionally I would have to call First Data Technical Support or XX/XX/XXXX XXXX, their tech support number is XXXX to get help with a gift card. At times a customer would get a gift card for a gift and come into the store, shop and use the gift card to pay for their purchase. Again, at times the gift card would not work so I had to call the tech support number. When this would happen a technician would take over my POS ( through remote access ) and would proceed to look for the gift card in question and then verify the amount and help \" push '' through the sale. <P/>In XX/XX/XXXX I had a customer come in and she presented with a gift card. At the point of sale the gift card did not work. I then called the technical support number and asked for assistance. It was brought to my attention that my service contract expired in XX/XX/XXXX. I explained to them that I did not get a letter, e-mail or any correspondence from them indicating my service contract expired. I was told that I had to pay {$940.00} ( yearly contract ) or {$79.00} per month before they could help me. I explained that at that point I had been with First Data since XX/XX/XXXXand because the customer was standing in front of me could we get this resolved and then we could discuss the expired contract. The response was \" no '' and I was then transferred to the accounting department where an agent was waiting to collect my credit card information. <P/>I declined at this point and had to explain to the customer I needed to research her gift card and would be in touch by the end of the day. After comparing the cost of the service contract and also realizing we were not chip card compliant I decided it was time to get a new POS. First Data purchased a company called XXXX. I called and spoke with a sales agent named XXXX XXXX. She works for XXXX and told me that First Data was the parent company. I explained the situation about my old POS system and the gift card situation. I was told by XXXX that this would not be an issue as my gift card entitlement number XXXX would not change and going forward it would be all set. <P/>After many e-mails, telephone calls, it became apparent that the gift cards that were sold on the old POS system were not going to transfer over to the new XXXX system even though I was told they would. It also was discovered that the XXXX cards sold on the old First Data POS did not match up to the Gift Card Report that could be pulled from the old POS System. In other words the XXXX gift card number on the back of the card would read XXXX but the report would show entirely different numbers ie ( XXXX ). I inquired about this huge discrepancy and was told that the numbers were encrypted to protect me the merchant from theft. Huh? Fast forward to now and not one single person at XXXX XXXX can give me a report with the correct card numbers on them. As of today I have {$8500.00} outstanding gift cards out in the universe. As of today, I have no tech support in place to help me identify these cards if someone comes in with a problem. <P/>After several failed attempts to work with all the various departments at XXXX and First Data, I sent an e-mail to the CEO of First Data. I sent this e-mail to XXXX XXXX onXX/XX/XXXX. On Tuesday, XX/XX/XXXX I was contacted by XXXX XXXX, Client Manager, XXXX XXXX XXXX - contact number is XXXX ext XXXX. XXXX informed me that my e-mail was received and began to apologize and assured me that we were going to get things resolved by the end of the day. After getting other issues that I had resolved the XXXX Gift Card issue as it turned out would not be resolved by the end of the day. This was when I was introduced to a Escalations Technical Support person by the name of XXXX. From XX/XX/XXXX - the end ofXX/XX/XXXX I spent everyday speaking with either XXXX or XXXX about this Gift Card issue. XXXX was able to identify through the people at XXXX XXXX that the Gift Cards were never set up properly and that at this point I had no recourse. I was told that when the Gift Cards arrive ( almost 2 years ago ) that there was a sheet of paper in the box and I was supposed to call the number and have the technician set up the gift cards. I explained to them that there was never a sheet of paper in the box and that I was never told by a XXXX XXXX tech support worker that my cards were set up incorrectly. I even said that with the recorded history of my calls into tech support over the past four years not one single person said the cards were set up incorrectly. <P/>So, here we are, XX/XX/XXXX. I am operating 2 POS systems ( because I can only redeem the gift cards sold prior to XX/XX/XXXX on the old POS system. I was told by XXXX XXXX that they agreed to pay for the service contract on the old POS system to help get us through the outstanding Gift Cards ( if there is a problem ) and that as of Friday, First Data, XXXX XXXX, XXXX and XXXX have exhausted all avenues in providing a resolution to this problem. I was also told by XXXX that we would have one more call today, Monday XX/XX/XXXX with the highest level of tech support to see if anything can be done to resolve the gift card issue. It is XXXX XXXX and I have not heard from him or her. <P/>I am asking for XXXX XXXX, First Data, XXXX and XXXX to provide me with a Gift Card report that shows all of the sold, unredeemed cards out there with their balances and correct gift card numbers so that I can shut down the old system and get the Gift Cards transferred to the new system. I am asking that First Data as they promised to re-instate the service contract and pay the {$940.00} that I was told they were going to do. I am asking that this entire group provide me the merchant, with a viable solution that does not leave me exposed to the possibility of theft. I have no way to check a gift card if there is a problem with it. A customer can walk in and tell me they have {$200.00} on a card and in reality only have {$20.00} left on the card. This situation prevents me from protecting my business.To date they claim this ca n't be done. I also explained that Gift Cards must be honored for five years to which the response was XXXX Gift Cards are only good for two years. I explained as a business owner in New York State we honor all of our gift cards regardless to when they were sold. We collected that money and the customer is entitled to cash it in whenever they see fit. <P/>I am also looking for a thorough investigation into their practices as a Merchant Service Card Provider. I am at a loss for words that a company that sells Gift Cards does not have the proper protocols in place to address Gift Card issues when they arise. The amount of time I have spent since XX/XX/XXXX until present is unacceptable. Thank you for your time and consideration. <P/>Regards. <P/>XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX.XXXX@XXXX.XXXX","date_sent_to_company":"2017-06-05T17:11:17.000Z","issue":"Trouble using the card","sub_product":"Gift card","zip_code":"148XX","tags":null,"has_narrative":true,"complaint_id":"2501571","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"First Data Corporation","date_received":"2017-06-05T15:15:13.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble getting information about the card"},"highlight":{"complaint_what_happened":["<P/>During the four year period occasionally I would have to call First Data <em>Technical</em> <em>Support</em> or XX/XX/XXXX XXXX, their tech <em>support</em> number is XXXX to get help with a gift card. At times a customer would get a gift card for a gift and come into the store, shop and use the gift card to pay for their purchase. Again, at times the gift card would not work so I had to call the tech <em>support</em> number."]},"sort":[9.807254,"2501571"]},{"_index":"complaint-public-v1","_id":"17929246","_score":9.307991,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"In XXXX, Nelnet began reporting my federal Direct Loans ( account XXXX, reported as XX/XX/XXXXNELNET ending XXXX XXXX ) as XXXX days late starting in XX/XX/XXXX. I am disputing this because the late reporting does not fairly reflect what actually happened with my account. I was actively trying to manage my loans and get them into an appropriate relief status, but I was blocked by technical and verification failures in Nelnets systems, not by any refusal to pay or communicate. \n\nXXXX. History of using relief options and being proactive Before these issues, I consistently used federal relief options to keep my loans in good standing whenever I had hardship : XX/XX/XXXX I submitted an Income-Driven Repayment ( IDR ) application. \n\nXX/XX/XXXX I was granted a hardship forbearance. \n\nXX/XX/XXXX I submitted an unemployment deferment. \n\nXXXX XXXX I was placed into a natural-disaster forbearance. \n\nThis shows a long-term pattern of being proactive and responsible with my loans, not ignoring them. \n\nXXXX. Early XXXX could not log in or request relief, despite asking In early XXXX, when the new delinquencies eventually appeared, I could not log in to my Nelnet account or reset my password. The forgot password reset password emails never arrived after many attempts over months, so I had no way to access the online portal to apply for deferment/forbearance/IDR. \n\nBecause I could not log in, I replied directly to Nelnets emails : XX/XX/XXXX : After receiving an important message telling me to log in, I replied from my email on file with Nelnet ( XXXX ) : I can not login to my account. Please defer my loan. \n\nXX/XX/XXXX : After receiving a XXXX notice on XXXX XXXX, I replied : Please defer I cant login. \n\nI received no meaningful help with the login issue, and no deferment was applied, even though I clearly stated both that I could not log in and that I was requesting deferment. \n\nXXXX. Multiple calls that never made it to a representative Throughout XXXX, I made many calls to Nelnets servicing number ( XXXX ). My phone records show calls on : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and finally was verified with the ability to talk to a representative to actually get support Thursday, XX/XX/XXXX. \n\nOn these unverified calls before XXXX XXXX, the interactive voice response ( IVR ) system repeatedly said it could not verify my account information even though I entered the correct information multiple times. Because the IVR could not complete verification, the system would not transfer me to a live representative, and those calls did not generate notes in my Nelnet account history. \n\nIn other words, my phone records show that I was actively trying to contact Nelnet, but their system would not let me through or log those attempts. This is a key technical failure that prevented me from getting help or relief before the late codes were applied. Even though I have provided proof to Nelnet many times they have denied my request to update the delinquent credit reporting even though after I have been verified XXXX XXXX, a representative helped me unlock my account, reset my password, and apply for an IDF plan, consequently, they approved my IDF plan application XXXX XXXX, XXXX. \n\nXXXX. Continued technical issues and documented hardship On XX/XX/XXXX, I wrote in an email in response to a loan forgiveness program ( kept as evidence ) : I cant login to my Nelnet account I dont know what Im supposed to do. Every number I call is automated and I cant talk to anyone. \n\nThis was during the same time period that Nelnet is now reporting as XXXX days late, and it shows I was confused and stuck because I couldnt access my account or reach a person. \n\nOn XX/XX/XXXX, I finally passed the automated privacy verification for the first time in months. I used that opportunity to request a deferment due to hardship. However, instead of connecting me to a representative or fixing the login problem, the system just told me to log in online, which I still could not do because password-reset emails were not coming through. By that time, the delinquency codes were already accruing, but I was clearly trying to get the loans into the proper status. \n\nXXXX. Account finally unlocked and XX/XX/XXXX/forbearance granted On XX/XX/XXXX, I finally reached a live Nelnet representative who was able to : Unlock my account, Help me successfully reset my password, and Get me logged in for the first time in many months. \n\nAs soon as I had access, I immediately submitted a new IDR application with that representatives help. \n\nBy XX/XX/XXXX, Nelnet had approved my IDR application with a required monthly payment of {$0.00} and placed all loans in XXXX XXXX, with a next payment due date of XX/XX/XXXX, and a current amount due of {$0.00}. This result is consistent with what I had been trying to accomplish all along ( an IDR / relief status due to hardship ) and inconsistent with the idea that I simply ignored my loans for months. \n\nXXXX. Chat escalation and ongoing verification issues On XX/XX/XXXX, I used XXXX online chat and spoke with an agent ( XXXX ). I gave a written timeline, explained the technical issues, and how my credit had dropped and I couldnt get a car as needed for travel to work. She confirmed that my letter and documents were in my file and told me to email and upload everything as urgent so it could be reviewed for credit reporting. \n\nEven on XX/XX/XXXX, the representative XXXX, still initially had trouble getting the system to verify my account information, which in fact she had to reverify all my info because the automated system didn't properly pass along my verification info, showing that the verification problems were ongoing and not just a one-time user error. \n\nXXXX. Nelnets response and harm to me Despite all of this, Nelnet sent me a letter on XX/XX/XXXX saying no adjustment is needed and that my late payments were accurately reported because my deferral/forbearance request came after delinquency. Their letter treats this as if I simply waited too long to ask for forbearance, instead of acknowledging that : I reached out early ( emails in XXXX asking for deferment when I could not log in ), I made many documented calls that didnt reach an agent because the XXXX would not verify me, I was blocked by technical issues from accessing my account or using the relief tools, and Once they unlocked my account, I was almost immediately approved for {$0.00} IDR and Administrative Forbearance through XX/XX/XXXX. \n\nBecause of these Nelnet tradelines showing XXXX days late : My credit score has fallen from about XXXX in XX/XX/XXXX to about XXXX by late XX/XX/XXXX. \n\nMy car is broken, and I can not get affordable financing for a replacement because lenders see me as severely delinquent. \n\nI have negative income on my last tax return and can not afford the large down payments and extremely high interest rates that my current credit profile would require to get reliable transportation to travel to work. \n\nI have never intentionally paid any other credit obligation late. The way Nelnet is reporting this account makes it look like I ignored my student loans for months, when in reality I was doing everything I couldemails, calls, chatto get them properly deferred or placed in IDR/forbearance, but Nelnets systems failed me. \n\nFor these reasons, I believe Nelnets reporting is not fair, not fully accurate, and not complete, and that its investigation of my disputes has not taken into account all of the evidence I have provided. I am asking the CFPB to ensure Nelnet conducts a reasonable, good-faith reinvestigation and corrects the late reporting so that my history reflects the reality of technical servicing failures and my ongoing efforts to manage my loans responsibly.","date_sent_to_company":"2025-11-27T21:16:05.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"75501","tags":null,"has_narrative":true,"complaint_id":"17929246","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2025-11-27T20:36:11.000Z","state":"TX","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["In other words, my phone records show that I was actively trying to contact Nelnet, but their system would not let me through or log those <em>attempts</em>. This is a key <em>technical</em> failure that prevented me from getting help or relief before the late codes were applied."],"sub_issue":["<em>Their</em> investigation did not fix an error on your report"]},"sort":[9.307991,"17929246"]},{"_index":"complaint-public-v1","_id":"20072521","_score":9.09485,"_source":{"product":"Checking or savings account","complaint_what_happened":"Citizens failed to clearly disclose my accounts {$1000.00} daily point-of-sale and {$1000.00} ATM withdrawal limits before account opening, repeatedly declined legitimate transactions including rent and a retail purchase, gave contradictory explanations for those declines, gave conflicting information about whether a Citizens XXXX account would provide higher limits, and refused to clearly explain account-tier eligibility, transaction-limit criteria, or whether my account had been flagged or restricted. \n\nWhat happened I opened a Citizens checking account in XXXX 2025. Before opening the account, I was not informed that the account carried a {$1000.00} daily point-of-sale purchase limit and a {$1000.00} daily ATM withdrawal limit. I was later told by a Citizens representative, XXXX, that the specifics of the account limits were mailed to me after I opened the account. Had I been informed before opening the account that it included these limits, I would not have opened it. Federal deposit account disclosure rules require banks to disclose transaction limitations before the account is opened or the service is provided. \n\nWhen I opened the account, I was not offered other account options. I was automatically placed into the lowest-level account, even though I later learned there was a Citizens XXXX account and believe I would have qualified for it. I was never clearly informed of the differences between account types or the transaction limits before opening the account. \n\nSince opening the account, I have had repeated problems using my own funds, including rent payments being declined. On XXXX XXXX, 2026, I made a purchase of about {$650.00} at one At Home store location. Later that same day, I attempted a purchase of {$660.00} at another At Home location, and it was declined. \n\nWhen I called Citizens, I received multiple inconsistent explanations. I was told my card was not blocked. I was told I made two identical purchases within 2 seconds, even though the second attempt only occurred because the transaction had been declined. I was told the first attempt had actually gone through but was being held, and that the second attempt would have put me over the daily limit. I pointed out that I had already spent about {$650.00} earlier that same day, so the explanation did not make sense. I also asked why I never received any fraud alert text, and the representative could not answer that question. \n\nThe representative then said she would ask her manager for an increase and asked how much I wanted. I stated that I did not want arbitrary limits on my account, but when forced to provide a number I said {$5000.00}. Before that request was decided, I was told the manager wanted to know what I was trying to purchase. I stated that I should not have to explain or justify lawful use of my own money. After I refused to answer that question, I was told the increase was not approved. The explanation then shifted again to protecting the bank, then to my account being open for 6 more months, and later to needing to have the account open for a year. \n\nLater that day, I was told by another representative that if I wanted higher daily limits, I should open a Citizens XXXX account. That was the only reason I attempted to do so. While logged into my account online, I repeatedly tried to open or convert to XXXX, but I kept getting kicked out of the website and had to call technical support. Tech support could not resolve the issue. \n\nAfter being transferred, a later representative changed my account type to XXXX, but then told me that the limits are the same as when I opened the original account and that my limit was still {$1000.00}. He refused to explain the supposed requirements for obtaining higher limits. That directly contradicted what the earlier representative told me. It also contradicted Citizens published materials, which state that Citizens XXXX customers have a {$10000.00} daily debit purchase limit and a {$1000.00} ATM withdrawal limit. \n\nThat same later representative also refused to clearly explain whether I would receive a new debit card associated with the Quest account, refused to explain the requirements he referenced, and refused to transfer me when I said I could not understand some of what he was saying. \n\nOverall, Citizens gave me contradictory, shifting, and opaque explanations about : why my transactions were declined, whether my card was blocked, whether the first transaction was declined or merely held, whether XXXX would provide higher limits, and what requirements supposedly governed access to higher limits. \n\nI also believe my account may have been flagged, restricted, or internally annotated after the earlier call, because the later representative was immediately hostile, refused to answer basic questions, refused to explain the requirements he referenced, and would not transfer me when requested. I am asking Citizens to state whether my account or debit card was flagged, blocked, restricted, or annotated with internal notes during these interactions, and whether any such action affected my ability to use the account, obtain a limit increase, convert to XXXX, or receive accurate information. \n\nI believe Citizens failed to clearly disclose material transaction restrictions before account opening, failed to provide clear and consistent information about the account and its limits, and imposed discretionary barriers that interfered with my access to my own funds. Federal rules require disclosure of transaction limitations before account opening, and Citizens is a national bank supervised by the XXXX.","date_sent_to_company":"2026-03-08T02:24:48.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"19125","tags":null,"has_narrative":true,"complaint_id":"20072521","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2026-03-08T02:03:56.000Z","state":"PA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["That was the only reason I <em>attempted</em> to do so. While logged into my account online, I repeatedly tried to open or convert to XXXX, but I kept getting kicked out of the website and had to call <em>technical</em> <em>support</em>. Tech <em>support</em> could not resolve the issue. \n\nAfter being transferred, a later representative changed my account type to XXXX, but then told me that the limits are the same as when I opened the original account and that my limit was still {$1000.00}."]},"sort":[9.09485,"20072521"]},{"_index":"complaint-public-v1","_id":"2095266","_score":8.517372,"_source":{"product":"Mortgage","complaint_what_happened":"Quick summary. \nI was n't aware your office existed at the time. If case qualifies, I can send supporting documentation. \nHere 's a brief timeline. \nI had a mortgage serviced by Chase mortgage, starting XX/XX/XXXX with an ARM. \nXX/XX/XXXX - refinanced to get rid of the ARM when I saw what was happening to others. \nEvery month, i paid XXXX x my payment requirement, never a late payment, and by XX/XX/XXXX my 30yr mortgage was down to 21yrs remaining XX/XX/XXXX - I took a sabbatical leave from work out of state and roommate 's rent covered the mortgage. I was collecting $ XXXX/month rent and was paying {$850.00} towards mortgage. \nIt is my belief that during this time Chase figured out that I was not employed and maliciously attempted to foreclose. \nMy income was {$40000.00} in investments I had built up to plan for the sabbatical. \nPoint is that \" Foreclosure '' should have never entered the picture based solely on my availability of funds through this ordeal. \nMortgage payments were always auto-drafted from a separate account opened specifically for house. Rent payments deposited on the XXXX, Mortgage scheduled for the XXXX. I received a text confirmation every month on the XXXX that payment had gone through. \nXXXX XXXX, XXXX - received text confirmation that mortgage payment was accepted. \nXXXX XXXX, XXXX - i posted a credit card payment to the account to cover fence repairs which left balance around {$800.00} XXXX XXXX, XXXX - received text saying XXXX mortgage was rejected for lack of funds. Late payment penalty marked on my record, charged late fee. \nXXXX XXXX, XXXX - {$1100.00} rent deposited into account and i transferred additional funds to cover auto-draft for XX/XX/XXXX and XX/XX/XXXX payments and late fee. \nXXXX XXXX, XXXX - {$1100.00} rent deposited, account balance unusually high. Realized automatic draft did n't happen in XX/XX/XXXX. Called Chase. They blocked my account from having online payment capability. Must pay by check by mail or at chase mortgage branch. Drove over an hour to address given. Branch closed a month prior. I mail a check ( over {$2400.00} ) to cover XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, & late fees. Told my account is pre-foreclosure for 2 missed payments. \n\nXXXX XXXX, XXXX - automatic draft for {$850.00} goes through ( recall they had discontinued this service for XX/XX/XXXX ) covers XX/XX/XXXX payment. bank account drops to {$1600.00}. Check for {$2400.00} for XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX/Fees bounces and is returned. Told to mail certified check to cover previous months disc. I do it. Technically still behind by 2 payments because additional late fees added and they only accepted payments that were for the entire balance, certified check returned. \nTold only option to stop foreclosure is to apply for loan modification. Complete forms ASAP. Told trial months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and can return to normal or keep modification in XX/XX/XXXX Never receive information about modification payments until after 1st payment was due. \nXXXX XXXX - mail check for XXXX XXXX modification amount to chase mortgage address. they return it because I was supposed to mail to loan modification address. Mail to that address. \n\nI am told that Foreclosure process has started as technical formality, {$5000.00} in legal fees appear on statement, but told I do n't pay that if account gets caught up. Restart modification trial XXXX XXXX to freeze foreclosure process. \nXX/XX/XXXX & XX/XX/XXXX modified payments mailed on time. \nXXXX XXXX - Chase sends Sheriff seizure notification to property, tenants freak, move out. \nI cancel modification because payment method too complicated. told I owe the difference plus full XX/XX/XXXX amount or lose house. Make a large lump sum payment, account caught up. \nXXXX XXXX - told mortgage sold to another servicer but not given new info. Balance now over XXXX b/c XX/XX/XXXX & XX/XX/XXXX not sent, & {$5000.00} ( Legal fees ). New people say pay full amount, but chase may delete legal fees, or lose house. \nXXXX XXXX, I sell house to end nightmare, Chase takes legal fees @ closing","date_sent_to_company":"2016-09-06T03:17:32.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"703XX","tags":null,"has_narrative":true,"complaint_id":"2095266","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2016-09-06T03:17:31.000Z","state":"LA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX XXXX - mail check for XXXX XXXX modification amount to chase mortgage address. they return it because I was <em>supposed</em> to mail to loan modification address. Mail to that address. \n\nI am told that Foreclosure process has started as <em>technical</em> formality, {$5000.00} in legal fees appear on statement, but told I do n't pay that if account gets caught up. Restart modification trial XXXX XXXX to freeze foreclosure process. \nXX/XX/XXXX & XX/XX/XXXX modified payments mailed on time."]},"sort":[8.517372,"2095266"]},{"_index":"complaint-public-v1","_id":"7503685","_score":7.373423,"_source":{"product":"Debt collection","complaint_what_happened":"In brief, a contractor in my locale -- operating as XXXX XXXX XXXX XXXX ( hereafter \" XXXX '' ) -- has been fraudulently using my name and home address as the contact information for its business. In connection with this, I have received a debt-collection letter, claiming to be from McCarthy, Burgess, and Wolff ( www.mbandw.com ), attempting to bill XXXX for {$8700.00}. The letter is dated XX/XX/, and arrived at my home address on XX/XX/. However, I have never had any connection with XXXX, aside from its wrongful hijacking of my name and home address, so even if the debt-collection letter is genuine -- something of which I am not certain -- the debt in fact has nothing to do with me. I am not a contractor and have never represented myself as one, and I was completely unaware of XXXX 's existence until very recently. \n\nXXXX 's fraudulent use of my name and home address began no later than XX/XX/2023 -- when I first became aware of it -- and has likely been going on for longer. Utterly without my knowledge, much less my permission, XXXX linked itself with my name and home address online, particularly on XXXX, a website claiming to be associated with the XXXX network. ( I am uncertain that XXXX  has any real connection with XXXX, with whom I've been in contact twice, including today. This afternoon, the XXXX employee I spoke with indicated that XXXX  is faking the connection with XXXX. ) I remained altogether ignorant of how my name and address were being used by XXXX until this XXXX, when one of XXXX 's dissatisfied customers came to my house in person, because my address was the only point of contact the cheated customer had, other than a phone number ( not mine ) that XXXX was no longer answering. The customer contacted the XXXX, NH, police, along with the XXXX, NH, police. In XXXX, I left a message with the XXXX, NH, police in support of the customer 's complaint about XXXX. I also contacted XXXX by phone and was assured by them that all traces of XXXX had been erased from their website. \n\nAnd so things remained until today ( XX/XX/2023 ), when I received the debt-collection letter I mentioned at the beginning of this explanation. Again, MB & W is seeking to collect {$8700.00} from XXXX XXXX XXXX XXXX on behalf of \" XXXX  aka XXXX '' ( note that the misspelling of XXXX XXXX as \" XXXX '' is repeated throughout the document ). Because, as described above, XXXX has been dishonestly using my name and home address as its supposed site of business, the letter was sent to me. \n\nAt present, it makes no sense to me that \" XXXX '' ( which doesn't technically exist, unless the typo is an honest mistake ) would seek to collect a debt of that size from XXXX. Certainly no communication from anyone claiming to be \" XXXX '' has ever been mailed to my home address, either to inform me that XXXX, operating out of my home address, owes \" XXXX '' money, or to request that XXXX stop harming XXXX 's reputation by fraudulently claiming to be part of XXXX XXXX \n\nTherefore, at a minimum, the debt has nothing to do with me, since I have never had any connection with XXXX. I think the probability is high that \" XXXX '' is a bogus entity presenting the debt-collection agency with a false claim, and to be honest, I am not completely certain that the letter I've received from MB & W is itself genuine. I am therefore reluctant to contact MB & W by phone or e-mail, for the simple reason that I don't want the letter writers to have any more information about me in the event they are scammers. Even if the letter is from MB & W, I understand that they have numerous complaints lodged against them, including with the CFPB, for dishonest practice. \n\nUpon request, I can provide screenshots of the fake XXXX advertisement with my name and home address included. I can also provide a photo of the MB & W letter I received today. I can also provide the names of the defrauded XXXX customers who first made me aware of how my name was being used. ( As well as their case numbers with the police, the name of the police officer they and I contacted, etc. )","date_sent_to_company":"2023-09-06T13:51:17.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"030XX","tags":null,"has_narrative":true,"complaint_id":"7503685","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"McCarthy, Burgess & Wolff, Inc.","date_received":"2023-09-05T23:43:56.000Z","state":"NH","company_public_response":"Company believes complaint caused principally by actions of third party outside the control or direction of the company","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["Because, as described above, XXXX has been dishonestly using my name and home address as its <em>supposed</em> site of business, the letter was sent to me. \n\nAt present, it makes no sense to me that \" XXXX '' ( which doesn't <em>technically</em> exist, unless the typo is an honest 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