{"took":516,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":29,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"22115991","_score":31.113564,"_source":{"product":"Debt collection","complaint_what_happened":"already this month they have contacted me 38 times ( in 12 days ) sometimes calling right back after I hung up the call, the number is ( XXXX ) XXXX and ( XXXX ) XXXX ( XXXX ) XXXX. It is pure harassment every day several times a day weekends holidays it doesn't stop. I have told them to stop and they have not. The stress this is causing me to have so many phone calls, when I am caring for a XXXX child, is getting to be too much. I can't be on my phone all the time and my time is very important, and phone calls are very important to me and for this to be happening is just pure harassment at this point. This has been going on for months now and I can no longer take it.","date_sent_to_company":"2026-05-12T15:03:26.000Z","issue":"Communication tactics","sub_product":"Credit card debt","zip_code":"02920","tags":null,"has_narrative":true,"complaint_id":"22115991","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2026-05-12T14:46:37.000Z","state":"RI","company_public_response":null,"sub_issue":"Frequent or repeated calls"},"highlight":{"complaint_what_happened":["already this month they have contacted me 38 <em>times</em> ( in 12 days ) sometimes <em>calling</em> right <em>back</em> after I hung up the <em>call</em>, the number is ( XXXX ) XXXX and ( XXXX ) XXXX ( XXXX ) XXXX. It is pure harassment every day several <em>times</em> a day <em>weekends</em> holidays it doesn't <em>stop</em>. I have told them to <em>stop</em> and they have not. The stress this is causing me to have so <em>many</em> phone <em>calls</em>, when I am caring for a XXXX child, is getting to be too much."]},"sort":[31.113564,"22115991"]},{"_index":"complaint-public-v1","_id":"5606816","_score":26.83347,"_source":{"product":"Debt collection","complaint_what_happened":"This company HR RG has called my house daily during the week and even sometimes on the weekend for the last 3 or 4 months. I have contacted them and they said it was for XXXX. I told them XXXX does not live here and they said they would take my number off their call list. I am still receiving calls from them, now they are asking for my mother XXXX. XXXX passed away 2 years ago, so I called and told them that. They got tacky with me and said my number was removed and I told them they were still calling. She argued with me and hung up. I want the calls to stop from this company. I have tried call block, but they call from many different numbers. They leave messages daily, I could only trace the numbers back to the XXXX on my phone. The numbers include : XXXX called me twice on XXXX XXXX called me on XXXX XXXX called me on XXXX XXXX called me on XXXX XXXX called me on XXXX XXXX called me on XXXX XXXX called me on XXXX XXXX called me on XXXX I have talked to them several times and told them to quit calling, two of the people hung up on me when I told them to stop. I am getting sick of them calling me, this has nothing to do with me at all. Thanks, Here is the message they leave : This company Hello this is HR RG calling. Please return our call by calling XXXX between the hours of XXXX XXXX  and XXXX XXXX. May ask for XXXX or speak to an associate who answers your call. This message repeats. Hello this is HR RG calling. Please return our call by calling XXXX. Hours of XXXX XXXX  and XXXX XXXX. Ask for XXXX or speak to any associate who answers your call. Thank you.","date_sent_to_company":"2022-05-26T23:51:50.000Z","issue":"Communication tactics","sub_product":"I do not know","zip_code":"754XX","tags":null,"has_narrative":true,"complaint_id":"5606816","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HCFS Healthcare Financial Services of TeamHealth","date_received":"2022-05-26T23:21:04.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Frequent or repeated calls"},"highlight":{"complaint_what_happened":["They got tacky with me and said my number was removed and I told them they were still <em>calling</em>. She argued with me and hung up. I want the <em>calls</em> to <em>stop</em> from this company. I have tried <em>call</em> block, but they <em>call</em> from <em>many</em> different numbers. They leave messages daily, I could only trace the numbers <em>back</em> to the XXXX on my phone."]},"sort":[26.83347,"5606816"]},{"_index":"complaint-public-v1","_id":"1752133","_score":23.538877,"_source":{"product":"Payday loan","complaint_what_happened":"I went to this loan company and i took out a {$600.00} dollar loan the man took my app and i gave him my info i am on social security i told him to please keep the payments low he said he will so when i went into pay my 1st payment it was {$110.00} dollars i asked the lady why was it that much she said that i was not suppost to be on a installment loan that it was moved to a payday loan i asked her when the man was that i needed to talk to him she told me that he was not working with them anymore so i asked her to keep the payments low she agreed but on my 2nd payment it was not bad at all it was {$70.00} so when it was time to pay my 3rd payment i was really upset they wanted me to pay {$90.00} and i did offer them the {$80.00} dollars but they refused to take my payment and not they say i owe each day a late fee of {$35.00} dollars. I am on a small income i told them and they sad that it was my problem, They call me many times a day and on the weekend non stop back to back calling they even call me from their own cell phones they said that i have no legal rights but what gives them the right to change my personal installment loan over to a payday loan this is so wrong. when i talk to them on the phone they are so hate full talking to me. What Rights do I have, Thank You.","date_sent_to_company":"2016-02-02T12:48:23.000Z","issue":"Charged fees or interest I didn't expect","sub_product":null,"zip_code":"310XX","tags":null,"has_narrative":true,"complaint_id":"1752133","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TMX Finance LLC","date_received":"2016-01-22T01:05:39.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am on a small income i told them and they sad that it was my problem, They <em>call</em> me <em>many</em> <em>times</em> a day and on the <em>weekend</em> non <em>stop</em> <em>back</em> to <em>back</em> <em>calling</em> they even <em>call</em> me from their own cell phones they said that i have no legal rights but what gives them the right to change my personal installment loan over to a payday loan this is so wrong. when i talk to them on the phone they are so hate full talking to me. What Rights do I have, Thank You."]},"sort":[23.538877,"1752133"]},{"_index":"complaint-public-v1","_id":"4327196","_score":22.532297,"_source":{"product":"Mortgage","complaint_what_happened":"On Saturday, XX/XX/XXXX, Nation Star - Mr. Cooper debited my monthly mortgage payment three times totaling {$7700.00} from my XXXX XXXX  checking account causing my account to be overdrawn. I immediately logged onto the Mr. Cooper website and reviewed my payments and the only payment I saw for XXXX was the regular payment I made on XX/XX/XXXX. I did not see any of the three additional payments. \nI called XXXX XXXX  and after an hour of waiting to speak with a representative, I was told that they were receiving many calls with the same complaint. XXXX issued a stop payment but they said because it was the weekend the money would not be credited back until Monday or Tuesday ( XXXX XX/XX/XXXX ). Therefore, that left me with no access to my money in my checking account. \nMr. Cooper never posted a statement or contacted customers directly to inform them of what had happened. I only found out because I set up to receive alerts from XXXX XXXX  when large amounts are debited from my account. I tried calling Mr. Cooper on Saturday, XX/XX/XXXX but couldn't reach a live person and there was no recording informing customers of the issue. \nIt wasn't until XXXX XXXX. on Saturday, XX/XX/XXXX, Mr. Cooper sent out an email informing customers of a \" payment processing issue ''. Stating a processing issue at one of their electronic payments vendor resulted in a number of customers having their bank account debited incorrectly. \nThe money was credited back to my account but it caused a lot of stress especially during this pandemic when many are having income issues and trying to make ends meet. \nMr. Cooper should have communicated much earlier with their customers and also XXXX XXXX  should have flagged the transactions suspicious and blocked them until they were able to contact me to verify if I authorized the payments.","date_sent_to_company":"2021-04-29T20:39:34.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"109XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4327196","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2021-04-26T15:51:51.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>called</em> XXXX XXXX  and after an hour of waiting to speak with a representative, I was told that they were receiving <em>many</em> <em>calls</em> with the same complaint. XXXX issued a <em>stop</em> payment but they said because it was the <em>weekend</em> the money would not be credited <em>back</em> until Monday or Tuesday ( XXXX XX/XX/XXXX ). Therefore, that left me with no access to my money in my checking account. \nMr. Cooper never posted a statement or contacted customers directly to inform them of what had happened."]},"sort":[22.532297,"4327196"]},{"_index":"complaint-public-v1","_id":"3220410","_score":21.101171,"_source":{"product":"Debt collection","complaint_what_happened":"A person called my x-father-in-law 's home several times looking for me. They left a message on his home phone stating that it was very important that they speak with me and would he give me the message. They said they were calling from \" XXXX XXXXXXXX XXXX '' and to call them back at XXXX. They also left a number, an account number maybe, of XXXX. The person who left the message was very bad English and it was difficult to get this information. Please note that I have never given my x-father-in-laws name or number to anyone as a reference so they had to look me up online to see people associated with me in my lifetime. I called on the weekend with no-answer. I just called again and the person who answered the phone didn't even give the name of the company, I had to ask him for it. The way that he answered the phone and conducted himself was very suspicious ; not like a legitimate company. \nHe said it was XXXX XXXXXXXX. Then I asked him who was XXXX XXXXXXXX and he said it's a compliance company. Then I asked what kind of company it was and he said it was a legal firm and that one of their legal representatives must have tried to contact me. He did have my date of birth on record and didn't ask for my social security number - I wouldn't have given it to them anyway. He then said he would get someone to speak with me and left me on hold for quite some time so since I'm at work, I hung up. I see online that many people have been contacted by an F & M Capital and they have used abusive language and/or tried to collect what appears to be fraudulent funds from individuals. I think may be linked to a previous complaint of mine to CFPB for XXXX who stopped calling me after you got involved. If this company says that they are attempting to collect on behalf of XXXX XXXX XXXX, who I placed with a debt settlement company several years ago, that is a lie because I've contact XXXX twice and they are not collecting anything from me, do not know who these other people are and do not care.","date_sent_to_company":"2019-04-23T20:49:50.000Z","issue":"Communication tactics","sub_product":"I do not know","zip_code":"95610","tags":null,"has_narrative":true,"complaint_id":"3220410","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"F&M Capital LLC","date_received":"2019-04-23T20:20:20.000Z","state":"CA","company_public_response":null,"sub_issue":"Frequent or repeated calls"},"highlight":{"complaint_what_happened":["A person <em>called</em> my x-father-in-law 's home several <em>times</em> looking for me. They left a message on his home phone stating that it was very important that they speak with me and would he give me the message. They said they were <em>calling</em> from \" XXXX XXXXXXXX XXXX '' and to <em>call</em> them <em>back</em> at XXXX. They also left a number, an account number maybe, of XXXX. The person who left the message was very bad English and it was difficult to get this information."]},"sort":[21.101171,"3220410"]},{"_index":"complaint-public-v1","_id":"5574382","_score":20.31601,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have a checking account with Bank of America ( preferred member ). On Friday XX/XX/XXXX I received an email that my balance was low. I checked my bank account and found there was an unauthorized transfer of more than {$39000.00} out of my account to an unknown account. I called the bank immediately and asked them to stop it ( it was shown as \" processing '' at the time. They told me the money would be back in my account that evening. The next morning, I saw that not only the money wasn't back but the transaction had cleared. I called again that morning ( Saturday, XX/XX/XXXX ) and they told me that a form needed to be completed to file a complaint. They said it would show up within 24 hours. The next morning, Sunday, XX/XX/XXXX, I check again and no form. I call the bank again, and they said it takes more than 24 hours because it is the weekend. I called again on Monday morning because there was no form. Again, they tell me it will take 24 hours. The money finally appeared back into my account on Tuesday, XX/XX/XXXX. \nHowever, my account is now locked and there is nothing I can not have access to it through the online system. I have been calling to try to transfer the money to a new account but they put me on hold for long periods of time, with no option for call back. I have called twice today, was put on hold for around 30 min each time ( with the same annoying message playing constantly ) and had to hang up both times because of work obligations.\n\nI find that the response of the bank is unacceptable. This is serious crime that is affecting my ability to pay bills etc., and they are not taking it seriously. It is maddening that I can not contact anyone to get access to my money. They are extremely slow to respond, and my impression is they are not taking this seriously or doing much about it. Furthermore, I have no information from the bank regarding what happened, how was my account compromised, and how to protect myself. When I asked during one of the calls I was told that anyone with my account number can take money out of my account. I can not believe this is true, otherwise this would happen very often ( credit card fraud happens frequently, but I have never heard of anything like what is happening to me ). \nI have tried to contact the bank in many different ways ( XXXX, on-line help, calls ) and I get nothing from them. \nI would much appreciate a response to this and whether I can pursue action legally.","date_sent_to_company":"2022-05-18T16:48:10.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"32607","tags":null,"has_narrative":true,"complaint_id":"5574382","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-05-18T16:25:03.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I have been <em>calling</em> to try to transfer the money to a new account but they put me on hold for long periods of time, with no option for <em>call</em> <em>back</em>. I have <em>called</em> twice today, was put on hold for around 30 min each time ( with the same annoying message playing constantly ) and had to hang up both <em>times</em> because of work obligations.\n\nI find that the response of the bank is unacceptable. This is serious crime that is affecting my ability to pay bills etc., and they are not taking it seriously."]},"sort":[20.31601,"5574382"]},{"_index":"complaint-public-v1","_id":"4363545","_score":19.667208,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I transferred {$1000.00} from my XXXX business account, as I have the past several months into my Chase personal account. I had more than {$1000.00} in my business account I requested the transfer from, which was initiated on XX/XX/2021 and didnt reflect in my personal checking account until XX/XX/2021. The funds showed to have cleared my external business account without any issues on XX/XX/2021. On XX/XX/2021, Chase initiates another transfer request from my external business account, although the {$1000.00} was already sitting in my personal checking account. This request gets a code back that states Insufficient Funds which would be correct, since the money had already been transferred out three days prior. On XX/XX/2021, the {$1000.00} is reversed from my personal checking account and the notice I received said it was due to insufficient funds. I started out by calling XXXX, which they were able to confirm this was all done by Chase. They also provided me a letter stating the funds cleared on XX/XX/2021. I called Chase next and spent the remainder of the day, until XXXX trying to get answers and my Money back into my account. I was absolutely furious with the call center in the XXXX, as it appears thats the only call center you get, even when you request a manager. I was left on hold three different times, all for 20-30 mins each. I was left on hold a few other times, where after several minutes, the music stopped and the line disconnected. I cant even tell you how many times this happened. I called 20+ times, talking to different reps, managers, supervisors, all mainly in the Philippines XXXX I finally spoke to a manager in XXXX, who was extremely professional, helpful and made sure I got taken care of. After he filed a claim for me and marked it urgent, I received a call from XXXX from the research department. XXXX had a power trip from the beginning. She took pride in informing me that they would not be issuing me provisional credit and it would take up to five days to complete the research. I pleaded with her and told her that was unacceptable and this was clearly Chases error, not mine. I told her I was traveling out of town this weekend and needed that money in my account. XXXX didnt really care and refused to let me speak with her manager, said her manager was for administrative things only. I asked at least 10+ times to speak with a manager and she refused, saying she was the final day and nobody would give me a different answer. By this point in the call, Im furious and its pushing XXXX, so I told her exactly what I thought about her and her attitude. I quoted this entire issue is a UDAAP, because its absolutely unfair, deceptive and abusive. The way Ive been treated is completely unacceptable and have never been treated this was by any financial institution. I told every rep I spoke with I would be filing a CFPB complaint if I didnt have my money by end of day. I even gave them Saturday to call me, but never heard a word.","date_sent_to_company":"2021-05-10T06:37:28.000Z","issue":"Other service problem","sub_product":"Domestic (US) money transfer","zip_code":"73072","tags":null,"has_narrative":true,"complaint_id":"4363545","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-05-10T02:11:23.000Z","state":"OK","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>called</em> Chase next and spent the remainder of the day, until XXXX trying to get answers and my Money <em>back</em> into my account. I was absolutely furious with the <em>call</em> center in the XXXX, as it appears thats the only <em>call</em> center you get, even when you request a manager. I was left on hold three different <em>times</em>, all for 20-30 mins each. I was left on hold a few other <em>times</em>, where after several minutes, the music <em>stopped</em> and the line disconnected. I cant even tell you how <em>many</em> <em>times</em> this happened."]},"sort":[19.667208,"4363545"]},{"_index":"complaint-public-v1","_id":"4300844","_score":18.660767,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"As per records shown on my XXXX  XXXX XXXX XXXX checking account, on a XXXX  XX/XX/XXXX an unknown person to me, someone supposedly called XXXX WEAKLY used Cash App to send me {$600.00}. Upon checking my checking account, I thought it had been a big mistake XXXX poor person ) and decided at that moment to send the money back to her. But, first I waited for some communication from her since that was so strange! \n\nThen, the same day she communicated through Cash App that she wanted the money back and I was ready to send it to her. After all it was not my money. And so, I did send the {$600.00} back to her using Cash App as per XXXX XXXX XXXX XXXX dated XXXX XX/XX/XXXX. For me \" all was well, and I was happy that I had helped someone fix a financial mistake and recover her money ''. Not so fast ... \n\nOn XX/XX/XXXX ( one month from the date of that occurrence ) upon checking my XXXX  XXXX XXXX account in the morning, I saw that {$600.00} was being processed in favor of XXXX WEAKLY ( this time as a recurring payment! ). I immediately called XXXX XXXX  XXXX to alert them XXXX there was nothing I could do to stop it because it was still processing ). The XXXX XXXXepresentative saw what had occurred in XXXX because we talked about it, and now it was the opposite. XXXX XXXX was taking money from me. I never heard of her, has never done any business with her, and have no idea of her existence until that moment. \n\nXXXX XXXXXXXX XXXX representative told me not to worry that they were going to credit my account with that amount and were going to start an investigation. They did credit my account and I waited for the result of their investigation. Assuming that everything was going well, I waited. Then on XX/XX/XXXX upon checking my personal checking account in the morning I see that XXXX XXXX  XXXX reversed and took back the {$600.00} and my account was negative alleging that I purposefully sent the {$600.00} to that person on XX/XX/XXXX! I couldn't believe my ears! \n\nI called the claims department many times in trying to argue the point of my innocence in all this and offered to help and helped them in all the ways I could including contact and emails with the FBI, and reporting it to the site IC3.gov. \n\nWhen I realized that XXXX XXXX XXXXXXXX denied my claim, I went after Cash App calling them many, many times only to hear the same almost recorded message that we are sorry that that happened to you but there is nothing we can do because now it has been over 90 days. And then advised me to go back to Cash app and request the {$600.00} back from XXXX XXXX  which I tried but that name is nowhere to be found in Cash App. Very strange! \n\nI waited and waited for a favorable solution from either XXXX XXXX XXXX XXXX who did not dispute it the right way, but filed as fraud XXXX or Cash App, but neither company cared enough to do something about it. \n\nCash App processes have to be fixed. Had I received a message from Cash App saying \" XXXX XXXX  is sending you {$600.00}, do you know this person? '' I would have said NO and it would have been the end of the story. No one had to waste so much time on this scam. \n\nRecently I found out from Cash App that the so called XXXX XXXX  asked for the money back on that weekend and quickly disputed the transaction with her bank ( no idea which one ). And it seems that that has prevented me from getting my money back! \n\nBoth XXXX XXXX XXXX and Cash App have failed to protect me as their client. And so I need your help because it might be possible that XXXX XXXX is doing this to other innocent victims. Any good person that believes in doing the right thing. GOOD has to WIN over evil.","date_sent_to_company":"2021-04-22T15:40:00.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"33544","tags":"Older American","has_narrative":true,"complaint_id":"4300844","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2021-04-15T19:55:01.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When I realized that XXXX XXXX XXXXXXXX denied my claim, I went after Cash App <em>calling</em> them <em>many</em>, <em>many</em> <em>times</em> only to hear the same almost recorded message that we are sorry that that happened to you but there is nothing we can do because now it has been over 90 days. And then advised me to go <em>back</em> to Cash app and request the {$600.00} <em>back</em> from XXXX XXXX  which I tried but that name is nowhere to be found in Cash App. Very strange!"]},"sort":[18.660767,"4300844"]},{"_index":"complaint-public-v1","_id":"2189671","_score":17.13779,"_source":{"product":"Mortgage","complaint_what_happened":"I am not getting proper credit for my mortgage payments, and BB & T Bank refuses to correct this matter. Through my credit union 's Bill Pay service, my monthly mortgage payments in the amount of {$810.00} were set up as recurring payments and were sent electronically to BB & T Bank each month. My XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX payments were sent from my credit union on the XXXX day of each of these months. However, my payments were posted incorrectly by BB & T, and I did not get credit for my mortgage payments. I was charged late fees, reported to the credit reporting agencies regarding my mortgage loan account, and BB & T has caused my FICO score to dropped over XXXX points because of their reporting false information. \n\nOn XXXX XXXX, I received a letter from BB & T stating my mortgage loan payment was pass due and late fees of {$26.00} had been assessed to my account. I contacted my credit union to verify that my payment had been sent, and I contacted BB & T branch office in XXXX, NC. I spoke with XXXX XXXX on one occasion. I started getting numerous calls and letters from BB & T saying, they had not received my payments. Each time I would explain, that my payments were being sent to them from my credit union ; the payments were being deducted from my account, I verified this information. BB & T continued to denied that they had received my payments. I received letters from BB & T again, on XXXX XXXX, and XXXX XXXX. On XXXX XXXX, I called and spoke with XXXX in the mortgage department ( XXXX ). She stated that she saw were my payments were being received, and that she would speak with her supervisor, XXXX XXXX concerning this matter. On XXXX XXXX, I received another letter, stating that they had reviewed my dispute and found my account had been incorrectly reported to the credit agencies. However, BB & T did not state that they would make the necessary corrections to my account ; nor did they go back and make the corrections. On XXXX XXXX, XXXX l, XXXX XXXX, XXXX, and XXXX, again, BB & T sent out letters to me ; all stating that : my mortgage was pass due, late fees had been assessed to my account, and I could face default consequences including foreclosure of my home if my payments were not received by a certain date. During this same period of time, BB & T was calling my home repetitively, well over 30 times ; including week days and on weekends. They even called me on a recorded line. I finally told them to stop calling me ; they continued the calls, and when I reminded then, that I had asked, that they not call my home ; they hung up the telephone on me. \n\nI 've tried resolving this matter many, many times with BB & T, by phone and in person. Although, my payments of {$810.00} continue to be sent, I am not getting credited for them. BB & T has me owing to date, {$63.00} in late fees and charges, and {$1700.00} in total payments past due ; which I denied owing. My account should be current, with my last payment of {$810.00} made XXXX XXXX 2016. \n\nAlthough, I have never missed a mortgage payment, BB & T continues to this day to send out threatening letters ; they have made over 30 harassing phone calls to my home, charged my mortgage account with late fees, reported me to the credit reporting agencies, and caused my FICO score to drop from a XXXX to XXXX in one months time. Any assistance you can give me will be very much appreciate. Thank you, XXXX XXXX","date_sent_to_company":"2016-11-02T03:47:07.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"27107","tags":null,"has_narrative":true,"complaint_id":"2189671","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BB&T CORPORATION","date_received":"2016-11-02T03:47:06.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["During this same period of time, BB & T was <em>calling</em> my home repetitively, well over 30 <em>times</em> ; including week days and on <em>weekends</em>. They even <em>called</em> me on a recorded line. I finally told them to <em>stop</em> <em>calling</em> me ; they continued the <em>calls</em>, and when I reminded then, that I had asked, that they not <em>call</em> my home ; they hung up the telephone on me. \n\nI 've tried resolving this matter <em>many</em>, <em>many</em> <em>times</em> with BB & T, by phone and in person."]},"sort":[17.13779,"2189671"]},{"_index":"complaint-public-v1","_id":"3937272","_score":16.598131,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Citibank is not reimbursing me for a fraudulent charge which took place on XXXX XX/XX/XXXX in the amount of {$330.00} under vendor XXXX XXXX XXXX. Here is the brief history : On XXXX XX/XX/XXXX I identified two fraudulent charges on my credit card and reported them immediately. The first charge was \" posted '' at the time, and I was immediately refunded by Citibank for the charge while they investigated. The second charge was \" pending '', and unfortunately Citibank has still not refunded me for it. Hence the reason for filing this complaint. \n\nI contacted Citibank repeatedly since XXXX XXXX, and can extract my phone records to support the many calls. Below are notes from some of the later conversations, as my concern grew that Citibank was not setup to handle fraudulent charges that are reporting when \" pending ''. Note that at first I was told they would not allow the pending charge to go through. Then I was told they must let pending charges go through, as they can't stop a pending charge. Then I was told multiple stories about when/how I would get reimbursed for the fraudulent charge. \n\nXXXX XX/XX/XXXX : Citibank rep said the dispute was filed incorrectly by previous Citibank rep. Needed to access previous credit card and dispute there, not on new card. They tried multiple times and were not successful because its under wrong card number. Went back to old card number. Transaction posted there. Will tag this as fraud on old card. This will automatically be sent to fraud department for further investigation. Will expect security credit in next 5-7 business days. Dispute Department is : XXXX XXXX XXXX. Should be taken care of by Security Services Department XXXX XXXX XXXX On XX/XX/XXXX I was told to call Security Fraud Ops at XXXX. Rep sees credit manually issued by team on XXXX XXXX, takes 3-5 days for it to appear in my account. So I should start calling again on Friday, XXXX XXXX, if it doesn't hit my account then. \n\nOn XXXX XXXX rep indicated that the credit will process when my next statement is issued, which will be XXXX XXXX. \n\nOn XX/XX/XXXX called correct department but was routed to Disputes department because the Security Fraud Ops department is closed on weekends, and only available weekdays. It is unknown if they are working on Monday since it's a holiday, so I should call back XXXX again XXXX on Tuesday to ask about the fraud situation. The business hours : M-F XXXX EST. \n\nOn XX/XX/XXXX I called 4 times but the system kept hanging up on me. \n\nOn XXXX XXXX I was told they don't know why the credit didn't post, and to check my \" online statement '' in 3-5 business days, and that I should see the credit. \n\nOn XXXX XXXX, I was told that it will take 1-2 billing cycles for the credit to post ( so now it's not the 3-5 business days, or the 5-7 business days, or the next billing cycle, but rather it's 1-2 billing cycles ). And then I was told that I need to talk to customer service and not the XXXX XXXX XXXX dept, even though up to this point the only thing Citibank representatives could eventually agree on was that I should be talking to Security Services Department. Asked to speak with a supervisor. Was told I would get call back within 3 days. Never received callback. \n\nOn XXXX XX/XX/XXXX, I was told they don't know why the supervisor didn't call me back, and that per the notes I should wait 1-2 billing cycles to get the credit issued on XXXX XXXX. Upon further investigation, it was noted the previous representative did not correctly handle the supervisor callback request, and that is why I did not receive a callback. I spent 25 minutes on the hold but was told the rep was having IT issues and couldn't get through to the supervisor line. I was told that callbacks are not within 3 days, but will take place within the next 6 business hours, and that this time I will get a callback. \n\nGiven that I have been interacting with Citibank since XXXX XXXX on this matter, and given that nothing the reps have told me has been true, I believe that Citibank has a technical flaw where it is incapable of reimbursing a customer for fraud reported when the charge is still pending. It appears I am not supposed to report fraud timely, or I will not get reimbursed for it. I don't think they mean to not reimburse me, since I have been told multiple times the credit was approved on XXXX XX/XX/XXXX, but unfortunately intent to issue a credit is not the same as having the ability to issue a credit. \n\nI no longer see how to resolve this issue when Citibank reps don't know how the process works, supervisors are inexplicably unavailable, the system can't issue the credit, and I am in my third month of calling with no forward progress.","date_sent_to_company":"2020-11-04T06:22:09.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"02909","tags":null,"has_narrative":true,"complaint_id":"3937272","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-11-04T06:16:01.000Z","state":"RI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["So I should start <em>calling</em> again on Friday, XXXX XXXX, if it doesn't hit my account then. \n\nOn XXXX XXXX rep indicated that the credit will process when my next statement is issued, which will be XXXX XXXX. \n\nOn XX/XX/XXXX <em>called</em> correct department but was routed to Disputes department because the Security Fraud Ops department is closed on <em>weekends</em>, and only available weekdays."]},"sort":[16.598131,"3937272"]},{"_index":"complaint-public-v1","_id":"3080389","_score":15.825386,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I have a auto loan with XXXX XXXX XXXX. I had some mechanical issues with the car that where not covered under warranty which caused me to miss a payment, with another payment coming due soon after putting me almost 60 days past due. A representative called from the company in XXXX and I was able to make a payment arrangement for XX/XX/XXXX, the rep also told me she would change my due date to the XXXX to prevent the account from going to the 60 day status to help me have more time to get my next payment in, however this was never done. On attempting to make my payment that I agreed upon via online and the automated system my payment would not go through. I called the next day to make my payment with a representative and got the same issue after trying several times. I called my bank and got the issue resolved and made my payment. After making my payment I noticed that there was eight additional fee charges pending on my bank account due to the payments not going through, that were causing my account to show a negative balance. Not once while I was attempting to make my payment with the representative did she inform me that each time my card was ran it would charge me this fee, or I would have not attempted several times. Myself and my wife contacted the company and we were told to send a copy of the charges to XXXX, which I did. However the rep told my wife I would only be refunded the charges not the additional fees they caused on my account but would email me a letter to give to my bank in 24hours. For the next 24hours I continued to receive excessive harassing calls about the next payment, but no letter to give my bank. On Saturday XX/XX/XXXX I talked to another rep, calling about my next payment and to make arrangements, I told her I could not make arrangements knowing that my account was in limbo with these additional charges and ask about letter. She put me on hold then came back and informed me the copies that were emailed were not good enough because they came from my online banking and I would need a official statement from the bank. I informed her that this should have been told to me on XX/XX/XXXX when I originally emailed it, as the bank was now closed and I could not send it then. The rep told me to just send documents on Monday and she would notate account to stop receiving the collection call, however I continued to receive multiple calls all weekend and each time none of the representatives knew what was going on and the account was not notated to cease collection calls. On Monday XX/XX/XXXX I received the statement from the bank but was informed that the charges would fall off the next day as three days had already passed and that is the time limit for pending charges to remain on the account without action, however the fees that I incurred while the charges were pending I would not get back, totaling {$120.00}. On Thursday XX/XX/XXXX I received a certified letter stating \" 1st letter of right to incur debt '' and that XXXX needed to be paid by XX/XX/XXXX to continue the loan as if I was never late and I continued to receive excessive calls 8-10 times a day and sometimes up until XXXX at night. I have informed them several times that I am a XXXX XXXX XXXX and can not operate a hand held device while behind the wheel, yet they call excessively and never leave a message. They then began to call my references several times. My wife received a call on XX/XX/XXXX demanding that a payment be made ( which she has saved the voicemail ) and when she called back she attempted to make a arrangement and the rep refused to make a arrangement for payment. She ask to speak to a supervisor and got a XXXX that was very disrespectful, rude and condescending. Making the comment to \" go borrow the money from someone '' and 'maybe you can't afford this ''. My wife called back to report her behavior and received another supervisor by the name of XXXX that told her the manager was not available but gave her a contact name of XXXX and direct number. Per my wife he was helpful and stated that he would report the issue. My wife told him that she would speak to me about making a payment that day, which she did. I informed my wife that I would not be harassed to make a payment right then after I had already been sent a letter stating that the payment needed to be made by XX/XX/XXXX, furthermore I will no longer make online or over the phone payments after the issue with my bank account. Everyday since then I have received beyond excessive calls but a message is never left and the calls are insistent one after the other even after I have informed them about my policy of distracted driving, being I am under video surveillance. This company wants me to pay but is putting my job at jeopardy with these excessive calls. I understand that the payment is due and I have no problem paying but I do not need the harassment. My wife then talked with XXXX on XX/XX/XXXX and informed him that I would send a payment via mail upon my return XX/XX/XXXX. XXXX ask if debit payment could be made and my wife informed him again of my disagreement to do payments in that manner anymore. I then received a call from another rep on XX/XX/XXXX in my route home demanding that I make a payment and that I could not mail it and needed to go to a XXXX to make it, she also stated there was no record of my wife talking to XXXX, I became very angry with the reps aggressive and abusive behavior and disconnected the call. I called my wife to inform her of call the speak with XXXX which she attempted to do, but there was no answer and voicemail is not dedicated. I would like to see what action I can take against this company. I work and pay my bills and just happened to come across a issue that caused me to be late. I have owned many cars and never dealt with a company that refused to make arrangements, ( it's almost like they set you up to repossess the vehicle ), or have such disorganization and rude, unlawful behavior. Upon investigation this company has numerous XXXX  complaints in regards to this same issue but nothing is being done. I want the company to work with me as I have just begun the loan and have the means to pay and stop harassing me and my references everyday multiple times a day.","date_sent_to_company":"2018-12-10T16:24:01.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"640XX","tags":null,"has_narrative":true,"complaint_id":"3080389","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"United PanAm Financial Corp.","date_received":"2018-11-21T16:05:27.000Z","state":"MO","company_public_response":null,"sub_issue":"Lender trying to repossess or disable the vehicle"},"highlight":{"complaint_what_happened":["The rep told me to just send documents on Monday and she would notate account to <em>stop</em> receiving the collection <em>call</em>, however I continued to receive multiple <em>calls</em> all <em>weekend</em> and each time none of the representatives knew what was going on and the account was not notated to cease collection <em>calls</em>."]},"sort":[15.825386,"3080389"]},{"_index":"complaint-public-v1","_id":"10699743","_score":14.824785,"_source":{"product":"Checking or savings account","complaint_what_happened":"Sadly, no luck with stopping or halting the auto payments from XXXX XXXX since I do owe them and they were getting ready to put it in collections. I understand their point and why they wouldn't stop it but when the XXXX & XXXX affected my finances and I was struggling to go back to work I was asking my bank and I submitted multiple stop payment orders/requests about the XXXX recurring debits from XXXX! All complete, still being debited?!? XXXX money or Customers Bank or XXXX XXXX XXXXXXXX XXXX XXXX ( Vibe ). Not sure which one you want to call them? Claims over and over AGAIN... Even called me today to the point that I screamed at them BECAUSE I'm extremely upset! This has affected my critical healthcare for something that could be XXXX  if not managed properly! But I couldn't go because even though it's under {$100.00} every time this happens and it takes away from my available balance. I am charged hundreds and thousands because of missing an appointment and finding out the day of or not being able to make a payment and almost getting evicted! All XXXX money will do is call me up and tell me they're not breaking the law though. I've gone through the law and the sections about my right to a stop payment. They're saying they can't stop the merchant from continuing to try and collect the funds. Well then obviously it's not a stop payment now. Is it? Still? Payments are clearly outlined in a whole entire section in their policy and under the rules for I believe it's XXXX? I know I have a right to revoke any auto payment that are being taken out. I know I had a right to stop payments and that an actual stop payment would not be continuing to take money from me on no specific schedule over and over and over again putting me in a dangerous position if the stop payment was actually honored correctly. I've had many illegal and questionable issues with XXXX XXXX, but at this point I believe not only do they need to be looked into, but I want to know what my options are legally so that I can recover my losses because at this point they're not only stealing from me financially and putting me in debt, but they're taking years off of my life. They're destroying my quality of life and my ability to manage a critical XXXX  XXXX  XXXX should not be impacted simply because my bank can't follow a simple procedure that they claimed and even called me again today to try to claim that they did and it was a successful and they even sent me an email telling me it was successful and they did issue the stop payment order, but apparently their version of a stopped payment is to continue to allow the merchant to keep taking the money out of your account rather than blocking the payments or stopping them. Just returning them a few business days later leaving me without availability to my funds when it's needed and because they don't work over the weekend I won't find out until Monday morning when I need to do something that my account is like this now. Yesterday Monday morning they promised me that the charge was going to be returned and not to worry. But I knew this was going to be an issue because it was two separate charges. So now they've returned one and let the other one come through. So here we go. I have been now a total of going on 6 days without my money. That is mine because XXXX XXXX and customers Bank thinks that a stopped payment and forcing me to go through all that nonsense to get a stop payment request actually complete it with them. I've got confirmation and everything but still the last 3 months that I've had a stop payment. XXXX XXXX/Customers Bank ALLOWED these funds to come out of my account multiple times each and every month. Like I said, putting me in debt and affecting my health care and I can no longer abide by it! I've got 3 months and documentations and communications and whatever you need. I've got years honestly worth of other illegal activities but this one right here because it's continued and non-stop and if I can't get XXXX  or my bank to listen to me and work with me and I understand why XXXX is not working with me because XXXX wants to submit it to collections. XXXX is determined to get their money. XXXX does not owe me the same respect and doesn't have to provide me with the same rights or whatever that my bank does. I'm someone who owes them money now. As for my bank, I'm someone who basically funds their ability to do extracurriculars like loans and stuff like that. Which I really hope the XXXX XXXX  is not doing even with customers Bank backing them because oh my XXXX I can only imagine these people are straight up thieves and they need to be stopped. It's unacceptable to think that because it's a little bit of money and because I'm XXXX they can continue to do illegal things to me and I'm just not going to say or do anything about it. I'm done with this! Something needs to be done about these. Unregulated unmonitored financial institutions that we give everything like. I've already been a victim of the data breaches and stuff like that but because I was XXXX I was not able to get in on the class action lawsuits and recover anything for any of that! But I do need this to stop because I'm not going to continue to go in debt every single month because XXXX thinks it's no big deal and they can just keep allowing this to happen and call me up and tell me that they did a stop payment. Give me legal documentation that a stop payment order was issued and completed and give me a reference but then tell me that they actually have no way of enforcing it? They can just you know inconvenience me multiple times per month because XXXX will try not once not twice. But they'll try four to six times a month to recover their funds which honestly would have been being paid off through another bank account if XXXX would have done their job and stopped this so that it it stops causing me to go into further debt up thousands and thousands because I'm a little under {$100.00} short in my account of what I'm supposed to have because I wake up on the first business day and find out that my bank allowed debits to come through that were already multiple times put in and confirmed to have the payments and the XXXX recurring debits revoked with a stop payment request. It's unacceptable to continue to allow this to happen to me and put me into so much debt. Force me to have to get on the phone with these people and argue and go through all this when I am literally struggling to try and save my life! The only plus side I will say is that this bank account does not charge fees every time I'm overdraft but the only other issue is that because they allow this there are other scheduled needed payments that are returned and I am penalized for it simply because the funds that were supposed to be there were not there because they allowed these debits to come through that I've already revoked authorization for and fill it out the stop payment request that they have told me again today even though these funds were taken out of my account is done that they completed the stop payment. There is a stop payment except they can't physically honor it? That makes no sense. It's two separate charges. One is {$49.00} the other is {$23.00}. They both come from XXXX XXXX but the problem is they allow them to attack my account multiple times per month and rather than stopping the payments as requested and as they promised they allow them to come through and return them later costing me thousands and it doesn't just happen once a month it happens. Like I said XXXX times a month. It just happened yesterday, XX/XX/XXXX again today XX/XX/XXXX! Except today they sent another email about the stop payment actually being in place and completed saying that they did do it and they have no control over the merchant. Plus I recorded both phone calls yesterday and today. They're not willing to help me. The only reason they call it is to remind me over and over again and try to sternly tongue me out of filing any complaints saying they're not breaking any laws. Even though again I downloaded the laws and procedures I believe from the consumer protection bureau or the FDIC 's website? I went and looked up and found and downloaded their own policies, procedures and agreements. There's a whole sectional and stop payment saying that the only time they would be held not liable for allowing something to come through us. If you don't give them at least 3 days notice. The thing is I've given them more than 3 months notice. I have literal secured messages between us proving and phone calls proving. I've been asking for this for months and they put it through 3 months ago giving me a reference claiming the stop payment was issued and ordered but yet still allowing the business to charge me multiple times per month saying they have no control over that issuing no kinds of credits. No kinds of help actually. Just calling me up and I assume trying to threaten me so that I feel that I don't have a case to complain about and seek some sort of legal. I guess restitution? Some help get back everything that I'm losing because of their illegal nonsense that for me equals stuffed because it cost me it's not free. It's not a minor inconvenience. It's costing me everything including my life! And I have XXXX XXXX my chart and the charges I get for the missed appointment to corroborate that! Last month it was an eviction and the ability to pay and get my lights back on with XXXX  XXXX  XXXX where I was supposed to make a payment but could not because money was taken from my account that was not supposed to be taken from my account. It was actually more than 6 times in XXXX Fix separate attempts for each separate charge! If given the opportunity to show how it's spread out each time and how long it takes for it to be returned and show the proof that sometimes when they do the returns that they will back date it knowing that's not true, but I can prove that I've been inconvenienced more than just one or two business days that it will take an entire month away from me putting me in literal debt literal constraints and when I call my bank to try to look for help they just completely ignore me saying they're doing everything right and there's nothing I can do about it!?!? It really stinks. I can't upload documents later because the device I'm using right now is having a difficult time memory wise so I've been unable to attach my evidence that I have. Plus since it's an account that I made a complaint before for something else with it's got the phone number that is unfortunately off due to XXXX stealing my XXXX account and making me lose my entire tenure and everything I had built up and set up for my XXXX and my XXXX! So the phone number is wrong. Email is right and I can't attach my documents due to my device and it seems before I can hit send. I'm not going to be able to upload anything and I'm just going to again let you guys know I have a lot. I am just stuck due to the device I'm using to file this complaint because I can't wait and not get my complaint in any longer. Hopefully the grammatical errors and typos are not too bad for me being XXXX using XXXX features to write this again, I would just like for them to actually honor the stop payment so that it stops costing me thousands of dollars before. I need to figure out what my legal options are and how I can recover my losses from this massive not minor but massive inconvenience that legally I shouldn't be going through because I do have a right to stop and revoke these ACH recurring debits and auto payments these electronic payments like yes I agreed to autopay. There's two of them because the last time I tried to discuss anything with them they just put another payment on me. I attempt it with XXXX and I've gone through over a year and the last 3 months of supposedly having an active stop payment order and still being charged for this?!?! That is not okay. I really need somebody to look into and regulate these internet Banks because it's just crazy the amount of illegal nonsense they get away with because \" they're online ''!","date_sent_to_company":"2024-11-08T18:54:27.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"21221","tags":null,"has_narrative":true,"complaint_id":"10699743","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANKMOBILE TECHNOLOGIES, INC","date_received":"2024-11-05T20:18:21.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't stop withdrawals from your account"},"highlight":{"complaint_what_happened":["I understand their point and why they wouldn't <em>stop</em> it but when the XXXX & XXXX affected my finances and I was struggling to go <em>back</em> to work I was asking my bank and I submitted multiple <em>stop</em> payment orders/requests about the XXXX recurring debits from XXXX! All complete, still being debited?!? XXXX money or Customers Bank or XXXX XXXX XXXXXXXX XXXX XXXX ( Vibe ). Not sure which one you want to <em>call</em> them? Claims over and over AGAIN..."],"sub_issue":["Can't <em>stop</em> withdrawals from your account"]},"sort":[14.824785,"10699743"]},{"_index":"complaint-public-v1","_id":"4136739","_score":13.52753,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I've dealt with this co. for some time, never had any issues unless it's in their stores. The online dept. is usually really good. I do my payday loan on line because I don't like the lengthy, slow moving lines, or the approval process in the stores, & they usually have only 1 person working & 5+ people in line. You could be in there past an hour! What a waste of everyone 's time & it's poor quality customer service. It's not fair to their customers so I discontinued doing them in store. I do them on line because they're very flexible in the sense I can borrower on line, then go to the store to pick up the cash same day. It's really very hassle free. Takes maybe 5 minutes to do compared to the 2 hours in store. Their stores are not particularly close but some are better than others. I've been to a few & can tell you I only like the 1 on State College so far. I have been calling Ace to get extensions on my payday loans, because they put it on my pay day or before which is a huge inconvenience for me. This time it was before due to the holiday on XX/XX/XXXX & banks being closed. I rarely remember holidays unless I see closure signs for them. Because I don't get paid on XX/XX/XXXX I called on XXXX & XXXX XXXX who I get most of the time when I call & never ever had a problem with him or any of the others there. They're always very nice & extremely helpful. I like doing business with them. I don't like having that outstanding loan because it's true what they say, payday loans are a trap & hard to get out of. I pride myself in paying them timely & never being a problem customer. My plan was to figure out how to pay it off in the next month or 2 but taking that hit can be hard because you still end up short on bills. So it's not easy to pay off. Anyway, I called to request the extension they allot, I believe it's 5 days from the original due date. XXXX asked if the XXXX would be fine, I said yep that was perfect & he said it was done & approved. It's really a 1-2 minute call & very problem free. I never thought about it again because like I said XXXX has done this for me many times. I get the extension, it gives me time to get to the bank, then to the store of my choice to pay off the loan, then I go home, reborrow, then go back to the store to pick up the cash. Seems complicated but for me it works. If you pay on line the transaction sits on my bank account for up to 5 days before it clears. I hate that. If I let them do an ACH it does the same but then I can't borrow again for 5 days. I can't afford to do that so that's why I do it the way it's easiest & more convenient for me. They know me in the store now & are always courteous. Late last night I signed into my email to retrieve a phone number for our security co. at my complex that the manager gave me for noise complaints. I had a noisy neighbor & needed to call. That's when I saw the email from Ace thanking me for my payment. They only send those when they do an automatic ACH if you haven't paid the loan before the due date. Hence the reason I do the extensions to avoid the ACH because of the stupid 5 day rule & how it affects my budget. After I dealt with the noise problem I read the email & was livid! I had exactly {$0.00} in my bank account when they put through that ACH this XXXX I'm now {$290.00} over drawn! I had to file a dispute with the bank today, because that transaction will automatically generate a {$35.00} insufficient funds fee that I can't afford to pay! I got the bank to file the dispute after I explained what the transaction was. Prior to calling the bank I called Ace & asked XXXX to transfer me to a manager. I spoke to XXXX. I explained the situation to him & requested they reverse the transaction to honor my original request with XXXX. He said the notes XXXX put in the system said XXXX offered me an extension but I never confirmed it! WHAT???!!!! XXXX started to get upset with me & threatened to end the call if I didn't contain myself! I dared him to hang up on me & told him I'd be filing this complaint. He said it was my right & I agreed! I don't think people really understand the ramifications of their encouraging customers to file complaints against them. The complaints don't go to them, they go to high ups in the co. & make them look bad! I asked him if XXXX logged in that I made the call to Ace or he had reason to call me on that day? He said it showed I called! OK so duh! Why would I call, request an extension, then turn around & say I don't want it if I called to request it, to keep my account off the over draft????!!!! That didn't make 1 ounce of sense & XXXX couldn't make it make any either! I just got more upset the more he tried to cover his & XXXX ' XXXX. He continued to tell me what he \" can't '' do rather than doing what skilled managers do : say let me review the call, then speak to XXXX, then I'll call you back with a solution! That's what REAL trained supervisors do! Every co. is into promoting people that have zero people skills & minus zero ability to handle an irate customer or lacks managerial experience. Not everyone is cut out to be a manager just because they think that's what they want to do! The ones in many companies today are completely inept! I had every right to be angry & to demand a solution since the error is Ace 's! Instead XXXX did what most people now days do, not sure if it's a generational thing but he tried to deflect the whole situation back on me, basically trying to say I was so XXXX or worse yet that maybe I was XXXX  or XXXX on XXXX, to the point I picked up the phone, made a call to them to request something then changed my mind about it while on the phone, & later forgot I made the call! Why would I do that if I don't want my account to be on the over draft, can't afford to pay the fee & knew I wasn't getting paid on the XXXX?! How much sense does that make & I asked him the same question. He agreed it didn't make any sense & that's why I got angry. I get that XXXX wanted to try to figure out what happened first, but you don't try to put something back on the customer by blaming, or accusing them of something that didn't happen prior to having the facts, & the lack of ability of modern day unskilled managers to not understand what \" taking accountability '' means is also astounding. I work in the banking industry, we are drug tested, finger printed & back ground checked, I fully understand the operations side of a bank. What I don't like is the requirement of Ace to do ACH transactions the day before the due date ( see the email ) then debit my account the next day. I hate the ACH transactions for a reason, that's why I rarely allow them to happen. I also prefer to go to the store to pay it off so I don't have a lingering transaction sitting on my account waiting 5 days to clear. I like to balance my account daily so I keep a close eye on it for such problems like this, when they occur I can jump on getting it resolved. It's rare this happens. This was an Ace error & they need to fix it ASAP! Because of their bumbling mistake my account is now going to be on the over draft over a long holiday weekend, until I get paid next week & can clear it or the bank reverses the item back to Ace. Typically it takes the bank almost 10 days to resolve these types of issues, meanwhile my account remains over drawn & there's an over draft fee to consider who gets to eat it! I demanded XXXX review the call, speak to XXXX & call me back with a resolution not his \" I can't '' excuses! He said he would but I'm guessing he's lying about that & won't bother to admit they made a major flub up! He's thinking it won't go any further & that my threat to complain was idle! WRONG! It's real! What this does is bring distrust toward them from me & I'm fairly certain I won't continue doing business with them after this. I'm horrified that they would do something this irresponsible. They're used to dealing with people who are not very high on the IQ charts, are total losers, get high or drink to excess & don't have their act together. I'm not one of them! What angered me the most was XXXX attempting to deflect this back to me which seems like I said, to be a serious generational defect with younger generations today. It's easier for them to blame others rather than take responsibility for anything. Hence the reason we have all of this chaos in our country today! I'm not from those generations & was raised to take responsibility for my actions. If this was my fault I wouldn't bother with the complaint or even to call Ace. But since it wasn't & I feel Ace WON'T attempt to resolve it, apologize nor rectify it, that's why I'm filing this complaint. I want to make sure they don't ever do this to another person again! I can accept when someone makes mistakes, we're all human, but when you try to deflect & say too bad so sad customer just deal with it, that's where I draw the line at accepting mistakes! When we hung up there was no offer of resolution to the problem. I have a feeling Ace does this a lot but most people are unaware of how to complain. Many of these types of companies discontinued doing installment loans in CA because the law changed requiring them to lower the greedy high interest rates charged on those loans. Many of these companies discontinued doing them in CA because their greed won't allow them to lower the interest, that's how they make their money & keep you indebted to them for years. It's a major rip off & scam, so I'm glad CA stopped it. The next loans to be banned from CA are payday loans for pretty much this very reason! If Ace & other companies like them don't think that banks complain to the appropriate authorities when customers like me call with a problem like this, they'd best think again. Eventually these types of loans will be outlawed in CA too & many of the Western states. There are legislatures that have been working on bills for some time to get rid of predatory lenders. Can Ace afford to lose that business too? I'm guessing no! What they need to do is stop using COVID as an excuse & get back to the office, masks or no masks so the service level goes back to what it was before. Right now it's just not that great & hold times are way too long some times. I'm sick of businesses using COVID as the excuse for poor quality service. I bet if XXXX was in the office he wouldn't have made a XXXX  error like this! Ace needs to rectify this ASAP! If nothing else they need to send me a letter apologizing so I can close that dispute with the bank & they'll understand what really happened. I maintain that there's no way I would pick up a phone to call Ace requesting an extension, then say I don't need or want it! That makes no logical sense to anyone that has common sense! I'm very angry with them & they need to rectify this or I will take my complaints to much higher government sources including the Dept. of Finance who regulates their business activities in CA. I suggest they not dismiss this or my level of anger. I'm not letting them get away with this!","date_sent_to_company":"2021-02-12T21:37:46.000Z","issue":"Money was taken from your bank account on the wrong day or for the wrong amount","sub_product":"Payday loan","zip_code":"92614","tags":null,"has_narrative":true,"complaint_id":"4136739","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Populus Financial Group, Inc. (F/K/A Ace Cash Express)","date_received":"2021-02-12T19:49:22.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["What they need to do is <em>stop</em> using COVID as an excuse & get <em>back</em> to the office, masks or no masks so the service level goes <em>back</em> to what it was before. Right now it's just not that great & hold <em>times</em> are way too long some <em>times</em>. I'm sick of businesses using COVID as the excuse for poor quality service. I bet if XXXX was in the office he wouldn't have made a XXXX  error like this! Ace needs to rectify this ASAP!"]},"sort":[13.52753,"4136739"]},{"_index":"complaint-public-v1","_id":"2759785","_score":13.255212,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"On XX/XX/XXXX I received a text message at XXXX XXXX saying \" Congratulations!! Your Loan Application has been approved up to {$10000.00}. In order to complete the loan procedure, kindly call us back at XXXX and speak with one of our Representatives. Thank you and have a blessed day. XXXX XXXX!!! XXXX XXXX!!! : A XXXX XXXX XXXX contacted me a couple days later and after talking with me and I confirmed that I would like to do the loan, he told me I needed to pay {$250.00} for insurance, but in order to do that, I had to purchase 3 XXXX cards in the following denominations : 2 of {$100.00} each and one for {$50.00}. Once I did that I was to call him back and read the Reference numbers out to him after I had scratched the back of each card. I did all of that, even though I did not like the fact that I was buying XXXX cards supposedly to pay for insurance. XXXX XXXX told me that once I did that, he would call me back within 30 to 40 minutes and the money ( {$10.00} ; XXXX ) would be in my checking account at that time. After waiting a couple of hours and not hearing anything from him, I called him back at the number I was given, to no avail, as he would not answer the call. A man named XXXX answered and said XXXX was unavailable. He, also, told me that because my credit score was lower than required for the loan, they could not do the loan until I paid an additional {$200.00}. I told him I did not have an additional {$200.00}, at that time and that I would like to get my money back, but they would not refund it. I had to wait a couple more weeks to get {$200.00} more, which I did on XX/XX/XXXX, but it was during the XXXX XXXX and XXXX XXXX was off until the next week. When Monday, XX/XX/XXXX came, I called their office, off and on, all day, but no answer and the next day off and on all morning, but still did not receive any answer. XXXX XXXX finally called me Tuesday afternoon the XX/XX/XXXX. By that time, I had had to spend {$15.00} of the {$200.00}, leaving me with {$180.00}. I told XXXX XXXX that I had the {$200.00} until right before he called me, but I had had to get gas for my car to go to an appointment that day. He assured me that was OK ... in fact, he told me to just get {$180.00} of XXXX cards, which I did, and that even though my credit score was still about 3 points below what they required, there should be no problem and that the {$10000.00} should be deposited into my checking account after midnight that night, the XX/XX/XXXX. I waited until about XXXX on the XX/XX/XXXX but did not hear from XXXX XXXX nor had the money been deposited into my account. I called him many times from the afternoon of the XX/XX/XXXX to XX/XX/XXXX, off and on, but he refused to talk to me to tell me what the problem was and has not refunded my {$430.00}. \n\nOn the last phone message I left them Friday XX/XX/XXXX, I told them that the message was for XXXX, XXXX 's Supervisor and XXXX XXXX and that I would be reporting them to the Commissioner of Banks and the Consumer Protection Agency ( Consumer Finance ). I also told them that all they had to do, if there was a problem was to just talk to me, tell me what the problem was so we could try to work it out or just refund the money I had paid them of {$430.00}. They have my checking account number so they could have deposited it directly into my account. \n\nXX/XX/XXXX, Monday - Had not heard from anyone at XXXX XXXX all weekend, but received a call from XXXX XXXX XXXX around XXXX XXXX. He apologized for not having deposited my loan into my checking account, but stated that he 'd been sick with the XXXX. He then told me to check my account in the next 30 - 45 minutes and the {$10000.00} Loan would be there. However, when I checked, 3 hours later, the Loan still was not there. I called back about 3 times after his initial call and left messages, because I was under the impression he was sick. Upon talking to him the next day, he seemed to be just fine. \n\nXX/XX/XXXX, Tuesday, XXXX XXXX. - Began receiving text messages from XXXX XXXX XXXX who stated he was General Manager of XXXX XXXX ( actually, the name of their company is XXXX, XXXX ). He asked several questions concerning my Loan, which I confirmed. We texted back and forth until he told me at XXXX XXXX that there was a hold on my Loan, because I would have to pay a \" clearing fee '', because my credit score was not XXXX. Thus, I was told I had to pay another {$350.00}, which would be refunded once the Loan was done. At that point, I told XXXX XXXX if I had an additional {$350.00}, I would n't have to be borrowing from them. If I had paid that in addition to the previous {$430.00}, I would have paid them {$780.00} to receive that Loan! I told him that was predatory lending! I then told him to just refund the fees of {$430.00} I had already paid and to CANCEL THE LOAN TODAY ( XX/XX/XXXX )! My last statement of that text was that if they did n't return my fees, I would actually report them to CFPB and that I was hoping we could have worked things out. \n\nLater that day, XXXX, I called XXXX XXXX to speak with XXXX, the person I was told was XXXX XXXX 's Supervisor, because I thought XXXX was still out sick, but he was n't. When he finally answered the phone, he said \" You 've been scammed, stop calling and bothering me '' and slammed the phone down! \n\nI waited about 10 minutes and called back asking to speak with XXXX. He answered and in talking to me told me that my Loan would be approved if I paid {$250.00} more, because my credit score was 4 points below what was needed. Of course, I told him I did not have it and reminded him that he had told me everything would be alright even though my score was a bit below what they required. I, also, told him what XXXX had said about my having been scammed. At first he said, no Miss, you have n't been scammed, but as our conversation went on, he got angry and said, if you think you 've been scammed, you have and do n't call back to talk to me again. \n\nOn the first page of the Approval Notice submitted to me, there is a statement that says : As a company, we do not believe in any upfront in form of cash, credit or debit card. Only a guarantee is required from the customer which your loan officer would tell how to process. \n\nOn the last page, under Terms and Conditions, it states that \" this is a pre-approved long-term unsecured XXXX XXXX loan on lower interest rates offered only to selected applicants WITHOUT CONSIDERING THEIR PRESENT CREDIT SCORES.","date_sent_to_company":"2018-01-02T15:07:04.000Z","issue":"Getting the loan","sub_product":"Installment loan","zip_code":"27265","tags":"Older American","has_narrative":true,"complaint_id":"2759785","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Home Loan Center, Inc.","date_received":"2017-12-19T06:42:59.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Later that day, XXXX, I <em>called</em> XXXX XXXX to speak with XXXX, the person I was told was XXXX XXXX 's Supervisor, because I thought XXXX was still out sick, but he was n't. When he finally answered the phone, he said \" You 've been scammed, <em>stop</em> <em>calling</em> and bothering me '' and slammed the phone down! \n\nI waited about 10 minutes and <em>called</em> <em>back</em> asking to speak with XXXX."]},"sort":[13.255212,"2759785"]},{"_index":"complaint-public-v1","_id":"2486298","_score":12.565241,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"We are so frustrated with this bank back and force. We bought the car and dealer ship find the offer for the loan. Because we were buying the house so we paid 55 % for down pay and loan for the rest {$17000.00}. I thought it is financed by   XXXX  , but actually is not, and this bank is not in CA. I have never felt so hard to communicate with them. You calle d 100 tim es you  may only can be reached one  time, and they will not fix the issue they created, and blame you did not send. The  XXXX  I spent almo st four  months to be proof we have the insurance coverage. And they just kept sending you letter to call, or left you the voice message to call, but never fix the issue. They kept saying they did not receive, and I asked for the address need to request they are not willing to provide and it was not shows on their website. I had to call  XXXX ,  XXXX ,  XXXX ,  XXXX ,  XXXX , all these numbers and been transferred can not count how many times to be fix just the proof of the insurance. They shows the number M-F  XXXX  -  XXXX , SAT  XXXX  -  XXXX  EST. Trust me, 90 % M-F their professional customer service office has been closed or have to call another time. And SAT totally no one work. Every time different rep will tell you the different thing, and their online message and mailing letter also make you feel they are not work for the same company since they do not honor what you sent online or mail or called. We were set the auto pay at the beginning, but we just feel no trust for this bank since the insurance case because they have no action to fix the issue, just as the answering machine to mail you the notice, and then over sudden changed my payment from {$320.00} to {$620.00}. Will you be trusted this kind of bank and this kind of service? But this came to us the big issue. We have bought the new house and the bank account was transferred. I sent the notice before that, again they still charged the old  XXXX  and stated can not be charged. I used almost  two  months to update the correct account #. Then I started to have log in issue, can not pay online. I kept contacting, first told us they do not take card, even though bank card ; second round told me they only accept the check to be mailed. I do not have checks and I was busy season overtime everyday and also work on the weekends, so I have to order online and wait the check delivered. on  XXXX / XXXX / XXXX  when I went to lunch and noticed that my car gone. And again they blamed us and said no records. I do not want to argue, just want to get the car bac k ASAP . It was under my mother 's name, but they towed at my work, a private business property and nothing related to my mother. I had my house key ( garage remote ), my company door key, my friend 's garage key, and some personal items in the car such as  XXXX   XXXX , my  XXXX  ring, I pod touch. The rep from the bank was threatened me that it will be lost and they are not responsible. I can not sleep every night since the car gone, and I have to break to enter to my house, and any one  may  have my key to access. My mother is in  XXXX , and I will go on  XXXX / XXXX / XXXX , too, and we are not back soon. I paid whatever the rep said on  XXXX / XXXX / XXXX , and until now I still can not arrange to pick up the car. And after that no more call from them and I kept calling every day but can not get the pick up information. Per law, they have to return my personal property that not belong to the car, and they did not provide me the detail for the charge, only a total amount for the receipt. They left the voice message to me to call  XXXX  to schedule the pick up. Oh my  XXXX , the headache like last year came again, you called  XXXX  and they said I can not because the loan name was my mother. I said I talked to the bank, and I paid because she is not here, but I was the  XXXX   to drive,   and the insurance shows my name. They just kept saying I need to call bank, and then again the office clos ed. Everyday j ust repeated back and force to call, and they still do not give me any information. I asked my mother to sign the paper for me to authorize I will rep for her, but this mistry bank does give you the number to do. And this morning I called, I was so mad that the rep just told me they NEVER TALK TO ME BEFORE, can you image? You charged to my account, and the receipt for the charge shows my name on the letter, and you said never talk to me before. I just want to get it back ASAP, and I am worried about what they will do for my car and my personal staff. They are rude and only machine repeated professional customer line and I have called since  XXXX / XXXX / XXXX  and now still can not schedule the pick up. And they have been released and they left the voice message that I can pick up. But now the pick up agent kept saying I have no rights to pick up have to call bank, and bank was telling me we never spoke before. I am like the ball to kick from this number to that number, or this department to other department. And when I agreed to pay the amount they accepted, they told me they do not accept the mailing check because it will not be security, again. I do not know what to do now, and I can not sleep and watch over all my properties that  may  have the problem. And they are not willing to release to pick up the car. Last year was trying to earn money through the insurance, until I filed the BBB case, finally stopped. This year for what, get the forever storage fee? I need help to get the car bac k ASAP.  Please help. I have to take the day off to call them since they are hard to reach, and if pick up I still need to take the day off. I am not bank, I earned every penny by my hard working, and we are not happy for people trying to steal my money. PLEASE HELP.","date_sent_to_company":"2017-05-16T07:30:49.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"91761","tags":null,"has_narrative":true,"complaint_id":"2486298","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2017-05-16T06:13:42.000Z","state":"CA","company_public_response":null,"sub_issue":"Lender trying to repossess or disable the vehicle"},"highlight":{"complaint_what_happened":["And they just kept sending you letter to <em>call</em>, or left you the voice message to <em>call</em>, but never fix the issue. They kept saying they did not receive, and I asked for the address need to request they are not willing to provide and it was not shows on their website. I had to <em>call</em>  XXXX ,  XXXX ,  XXXX ,  XXXX ,  XXXX , all these numbers and been transferred can not count how <em>many</em> <em>times</em> to be fix just the proof of the insurance. They shows the number M-F  XXXX  -  XXXX , SAT  XXXX  -  XXXX  EST."]},"sort":[12.565241,"2486298"]},{"_index":"complaint-public-v1","_id":"5150498","_score":11.643156,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am the victim of identity theft. My checking account was compromised my computers and phones hacked and were used for unauthorized XXXX transactions on XXXX, XXXX, XXXX, XXXX, XXXX. I did not authorize any transactions on or after these dates, and I did not authorize anyone else to use my bank account in any way. My account has been handled with complete disregard by Citi bank and upon farther investigation into this matter you can see the facts of me calling and reporting unauthorized ACH transactions and nothing was done for me at that point. As a result I have been deprived of my wealth for months. I have made Citi Bank aware of my Identity Theft providing them with endless documents supporting my claim. This account was compromised due to fraudulent unauthorized activity. Citi Bank made no other attempts to keep my money secur. Bank allowed my funds to be withdrawn from my account to a XXXX transaction that I did not authorize then shortly after that locked me out of my account and denied me any information on my funds for over 60 days. I called over 45 hours desperately pleading and trying to find answers. I was hung up on and treated as if I was wrong for contacting them when asked to be transferred the calls would be disconnected. I am Disputing these charges and have demanded that Citibank comply with my request to refund the transactions that are fraudulent activity made through XXXX. This is lack of security from a bank that was so trusted.. This process I have endoured has caused me great loss and financial hardship. I have given over 100 hours of my life to this bank in regard to the improper handeling of my account. I the victim have been completely stripped of all rights and access to my funds. I feel disregarded and taken advantage of by Citi Bank. The lack of proper handeling in this matter has caused me outrageously horrible life events to take place and fall behind on my financial obligations and family affairs. inexcusable, unacceptable, poor customer service and countless hours on the phone in attempt to resolve this fraud. I lost access to my account in XXXX. No bank representative from Citi would provide me any information. I was told every day I had to wait 30-60 days to get a response. Ater 60 days of no information given I was still given the same response. Finally, I had enough and realized CitiBank was in no prospective trying to assist me in any way. The closest branch was over 3 hours away from my home and in another state.I had no choice but to travel to the branch to attempt to collect my funds. Upon arrival and hours of waiting for someone to assist me I was greeted by a banker who attempted to help me but had to contact the back offices at which point because of it being the weekend was very close to closing times. After him calling Citi and being on hold for hours with the back office and no answer I was asked to please come back another day and informed that the next available appointment was Wednesday. After months of not being able to retirieve any account information the banker was able to give me copys of my bank statement from XXXX and XXXX and upon reading those statements my heart sank and I was in shock. My account was missing over {$10000.00}. The banker could see in my face that I was upset and asked me why I was upset and I started pointing out the obvious transactions that should have been flagged for immediate fraud alerts. XXXX transactions among other chargers that were unauthorized. The six hours of traveling for attempt at resolution failed, I was now not only dealing with an account I had no access to but an account that was missing thousands of dollars and no one was willing to assist me. After I left the bank mysteriously I was able to finally start a dispute. The first dispute I filed was issued provisional credits in the amount of XXXX to my account that Citibank blocked I had no access to those funds nor was I made aware of the provisional credits u too after weeks of not getting any correspondence from Citibank. When I started to ask how I could retireve my balance I was instantly placed on hold and then told the funds were going to be reversed because the investigation was found to not be in my favor. Since then I have had to appeal the dispute theee times. The first three times I disputed these transactions I asked how I could provide information to help with the case. I know Citibank has to keep recordings on file. I was told by the people submitting my case that I did not have to provide any documentation that if anything was needed I would be contacted. Still no one has contacted me in regards ti the case other then denial letters in the mail. The last dispute appeal I filled they were 14 business days into the investigation and when I inquired about my funds I was told there was no answer. I called days later after not receiving any correspondence amd was told once again that this dispute was closed not in my favor. To my shock the investigators said that a device that was register to me was used. In my federal identity theft Affidavit it clearly states that I am victim of identity theft which has caused account take overs and hacker to access my accounts this includes but is not limited to my computers, cell phones and Wi-Fi services. And this information is included in the report if it was read along with the statements I made to customer service representative that works for citi bank. I have never been asked to provide anything to citi bank everything I send is volunteered in hopes that it will help. In any other situation this would be great supporting documents. After receiving the news I was very disappointed once again at at a loss of funds. I have once again resubmitted another appeal on XX/XX/21 and am overly worried the results will be the same, lack of communication and true investigation into what I send in to be the same, I feel helpless and this situation has physically, financially and mentally taken a burden on me. I feel since then in which I noted on my last appeal if you look in the notes. the representative who assisted l No one has attempted to reach out and make asked to discuss this case with me I was sent a check for XXXX for what remained in my account after the fraudulent transactions and Citibank closed my account. I attempted to open another one at least to maybe recieve provisional credits for my disputes and was denied. When inquiring about the denial of an account I am told it was due to the fraud department when the fraud department talks to me they inform me that they see nothing preventing me from opening an account. Citigroup and the employees have cost me my livelihood and deprived me of even my way of living. I want proper ramifications and action to be taken and for this to end. I would hope that this doesnt happen to other people but unfortunately During my personal experience and the research I have done I am just one of very many. This is happening ore often then I would have ever guessed. Please help me and help to insure that the next victim is able to be the victim and heal properly. I dont wan na see anyone else or there familys have to suffer because of lack of proper account handling. CitiBank please Take accountability and make this right! this should have stopped when I reported the first Fraudulent ACH TRANSFER that I immediately reported and did my part as the consumer. I would also like to fully understand why I am now no longer allowed to have an account when I did Nothing to break any terms or conditions. I would assume a bank would have empathy and compassion for someone dealing with this tragedy. It has spireled out of control and I have even had to relocate due to safety. My personal information was posted on a website along with my physical ip adress and person identification card that is government issued.","date_sent_to_company":"2022-01-26T08:24:06.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"328XX","tags":null,"has_narrative":true,"complaint_id":"5150498","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-01-26T02:02:07.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Upon arrival and hours of waiting for someone to assist me I was greeted by a banker who attempted to help me but had to contact the <em>back</em> offices at which point because of it being the <em>weekend</em> was very close to closing <em>times</em>. After him <em>calling</em> Citi and being on hold for hours with the <em>back</em> office and no answer I was asked to please come <em>back</em> another day and informed that the next available appointment was Wednesday."]},"sort":[11.643156,"5150498"]},{"_index":"complaint-public-v1","_id":"3372076","_score":10.841665,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/2019 Parties involved : PNC Bank Bank address : XXXX XXXX, XXXX XXXX FL XXXX Account Holder Name : XXXX XXXX PNC Bank : Account number XXXX Routing XXXX Home Address:XXXX XXXX XXXX XXXX, XXXX XXXX XXXX FL Rental Property XXXX XXXX XXXX, XXXX, CA Website : XXXX XXXX XXXX XXXX XXXX XX/XX/2019 I saw a rental listing that was identical to the scam rental I was a victim to on XX/XX/2019. I contacted XXXX XXXX XXXX regarding the rental. XXXX emailed me an identical lease as to the one that was sent on XX/XX/2019 for the rental scam. \n\nXX/XX/2019 XXXX requested a {$1700.00} deposit via bank wire to Name : XXXX XXXX Account number XXXX Routing XXXX Pnc bank Bank address : XXXX XXXX, XXXX XXXX FL XXXX Home Address:XXXX XXXX XXXX XXXX, XXXX XXXX XXXX FL Name : XXXX XXXX Account number XXXX Routing XXXX Pnc bank. \nI called PNC Bank to notify them of the fraud. I talked to XXXX in the fraud that said he will message the wire fraud department. I offered the police report and informed them that a team of individuals are committing fraud. These individuals are using US banks having Americans wire money to XXXX as rental scams. \nI want PNC Bank to investigate these accounts to help stop the fraud. \nXX/XX/2019 XXXX XXXX ( XXXX ) XXXX XXXX case number Case # XXXX Parties Involved : XXXX XXXX XXXX XXXX XXXX XXXX ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX XXXX CODE : XXXX XXXX XXXX Resident Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX , MD XXXX XXXX phone # 1 ( XXXX ) XXXX XXXX Banks Headquarters XXXX XXXX XXXX , XXXX XXXX , Georgia XXXX XXXX Wire Department 1 (  XXXX ) XXXX XXXX Fraud Department 1 ( XXXX ) XXXX XXXX Headquarters XXXX XXXX XXXX XXXX  XXXX , NY XXXX Chain of Events : XX/XX/2019 my daughter XXXX XXXX began communications with XXXX XXXX XXXX on XXXX . XXXX XXXX XXXX had an ad on XXXX for an apartment. The rental was for {$850.00} a month on XXXX XXXX XXXX, XXXX, CA. XXXX lives at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. XXXX was looking for a rental in XXXX XXXX, because she is attending XXXX XXXX XXXX. XXXX XXXX XXXX gave XXXX +1 ( XXXX ) XXXX as XXXX  number to call and text. XXXX sent a XXXX message a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, CA, and that XXXX XXXX XXXX was the owner of the complex. This was proof for XXXX that this rental was not a scam. \n\nXX/XX/2019 XXXX told XXXX inorder to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit XXXX ACCOUNT INFO ACCOUNT NAME : XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX md XXXX. \nI wire {$1600.00} minus the wire fee of the {$1700.00} to the above account to hold the apartment in XXXX XXXX on XX/XX/2019, because my daughter told me that the rental was checked out by her. I wired the monies to the above account for the apartment. I text XXXX a copy of the bank wire receipts. I text XXXX XXXX XXXX asking for a copy of the receipt. XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. \nOn XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. \nOn XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, CA. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did I learn when we arrived to the location, that the apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX representative informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX police station and filed a police report. XXXX XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. XXXX XXXX Police Department Police Headquarters, Report Management Section, XXXX XXXX XXXX, XXXX  XXXX, XXXX XXXX, CA XXXX. After, I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact XXXX their fraud department, and the department was closed.I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I informed XXXX of the fraudulent transaction, the representative said she will email the wire department, but I must contact my bank to start the wire recall. \nOn XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. I contacted XXXX fraud department and they referred me to call the wire department. There was nothing that the fraud department could do to help me but freeze my accounts. The XXXX wire department was closed till Monday. The wire department business hours are Monday to Friday from XXXX to XXXX. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I told a representative at XXXX I had a police report number, the representative said they can only accept it from the police department and/or XXXX. \nXX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX profile picture was liked by 3 people who are located in XXXX. Those individuals XXXX XXXX, XXXX, and XXXX XXXX are living in XXXX. I believe they are involved with the rental scam. I researched XXXX XXXX their agent for service is also XXXX, whom is living in XXXX. The agent for service for XXXX XXXX is XXXX XXXX located XXXX XXXX XXXX XXXX XXXX, MD XXXX. XXXX XXXX is still active. I have XXXX XXXX, names and profiles of all parties involved. I have the XXXX Tax ID for XXXX XXXX. I learn that XXXX doesnt have a bank in XXXX. My research on rental scams work by having individuals in the US pick up the money, keep a percentage and wire the rest to XXXX. I contacted the wire department 1 ( XXXX ) XXXX. The representative from the wire department informed me, that in 24 to 48 hrs they would process the bank wire recall. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XXXX representative said they will need a Hold Harmless letter from XXXX. \nXX/XX/2019 I contacted the wire department and there was no update. I informed the XXXX Wire department that XXXX is going to request a Hold Harmless Letter. The representative informed me not to worry they will take care of it, they know what they are doing and its still being processed. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I contacted the XXXX wire department. A representative told me, Im ma'am but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate the case their investigators because XXXX is requesting a Hold Harmless letter. XXXX said, It doesnt seem like they want to return the money. I informed XXXX that the account was still open and the funds are in the account. XXXX said an investigator will call me within XXXX to 48hrs. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I called XXXX wire department to inform them that I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I offered the police report number to XXXX, but they refused. No update from XXXX wire department on when the investigator will call me. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank ( XXXX ). She reports that XXXX closed their accounts. I reported the incident to the FBI. \nI had a missed call at XXXX, ( which is outside normal business hours ). I called back the number, which was the same as the XXXX wire department. I called back XXXX wire department. The representative said that was nothing he can do to help me connect with the investigator that tried to call me. I requested to be transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back with an update. XXXX did not call back. When I called back at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on many times by representatives, when I was calling the XXXX wire department to follow up with the investigators. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXXXX XXXX XXXX weekend all offices were closed. \nXX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to Chase bank XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. I handed over everything I had printed out of screenshots from emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their emails. I gave him the wire department phone number and case number. He said he was really busy and will do it when he can. I return two hours later, XXXX said, he called and talked to the XXXX wire department and sent an internal tol the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. \nXX/XX/2019 I contacted XXXX wire department I was hung up on by an employee name XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts, and account number. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to XXXX bank letting them know that XXXX was working on this account. When I finally talked to XXXX, he informed me that he has received my documents. For me to go to my local banker for more information. \nXX/XX/2019 I called XXXX XXXX Department for 3 hours. XXXX kept refusing to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four more hours of calling the XXXX wire department, I finally talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call XXXX in tears. I was transferred to XXXX wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said, Yes, I can! I told XXXX that I had everything except the police report that it takes weeks or days for XXXX  police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called XXXX wire department, it took three hours before I could talk to someone without hanging up on me. I informed the XXXX wire representatives about what XXXX from XXXX told me, and the representatives said repeatedly that the Hold Harmless was denied.. The representatives from XXXX wire department kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX, who I informed what XXXX told me. XXXX said we will do another recall that day. XXXX said, but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department. XXXX called back and said it looks like XXXX doesnt want to give you back your money, XXXX told him that they did 3 to XXXX wire recalls on this account. I informed everyone the account at XXXX for XXXX XXXX was still open and the funds are still there. \nXX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the XXXX wire department keeps sending me back to him. He said someone should be calling me by Tuesday. I called XXXX XXXX department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the XXXX wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the XXXX wire department. XXXX said no bank recall was done, in fact only XXXX recall that was done on this account. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX said he sent an email to XXXX requesting the money to be returned without a Hold Harmless Letter. I talked to XXXX they informed me that only one bank wire recall was done. When they ask for the Hold Harmless letter, they thought the wire recall was abandoned because XXXX did not respond to their request. Again the representatives from the XXXX wire department lied to me. \nXX/XX/2019 at XXXX XXXX from XXXX XXXX department called me that they received my my complaint from the FTC . I would get a response in 15 days. I requested that the documents I sent to XXXX to be forwarded to XXXX. XXXX said she will look into it and let me know if they can send the documents. XXXX did explain that a Hold Harmless letter states XXXX is not at fault for this transaction, that is why a Hold Harmless Letter is difficult for them to do for me. At XXXX I talked to XXXX from XXXX Wire Department. She said that there was no response from XXXX regarding XXXX email to them. She said that another wire recall will not be completed because it will cause them to create another case. I called XXXX wire department and talked to XXXX. She said since Im not a XXXX client she cant take any information from me. \nXX/XX/2019 XXXX I talked to XXXX from XXXX Wire Department. Ses said that the Hold Harmless letter was denied. ( Which I did not ask about ). Ses said that the email was sent from XXXX to XXXX XX/XX/2019 at XXXX. She said that XXXX replied XX/XX/2019 at XXXX that the request requires a Hold Harmless letter. When I repeated what XXXX said, Ses began to say she meant regarding the Executive investigation. However, I was very clear about what I was talking about and what email I was referring to in my phone conversation. This is my biggest issue with XXXX is the poor communication. I feel that both of the banks are lying to me and do not care because its not their money. At XXXX I got a call from XXXX Executive department that they received my complaint from FTC , the individual said XXXX XXXX is assigned to my case. I will get a response in 15 days. \nMy complaint with XXXX is their unwillingness to investigate the fraud. Its extremely unethical to allow someone to use XXXX as a means to commit fraud. \nMy complaint is that XXXX is not doing to due diligence in helping me. XXXX wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to XXXX because their intentions are to punish my family and I for being scammed. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughters college tuition. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every XXXX we need for her college education. XXXX wire department is destroying lives for people of XXXX. Please help me. \n\nThank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX  XXXX, CA XXXX","date_sent_to_company":"2019-09-12T19:29:50.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"91744","tags":null,"has_narrative":true,"complaint_id":"3372076","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2019-09-12T19:20:27.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX said he will email them about <em>calling</em> me <em>back</em> within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would <em>call</em> me <em>back</em> with an update. XXXX did not <em>call</em> <em>back</em>. When I <em>called</em> <em>back</em> at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on <em>many</em> <em>times</em> by representatives, when I was <em>calling</em> the XXXX wire department to follow up with the investigators."]},"sort":[10.841665,"3372076"]},{"_index":"complaint-public-v1","_id":"2947201","_score":10.722598,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/15 I found a truck I really liked on the XXXX app. So I called the man who had it listed in XXXX XXXX Texas. It was a used car lot on Hwy XXXX. I asked my neighbor if he would take me there and he said sure. He was a retired mechanic so I wanted him to look and make sure it was a good truck. I scheduled an appointment and We drove XXXX miles one way XXXX round trip to go see it. At that time I was sorta in a hurry to buy and experience everything My heart desired due to the fact I was diagnosed with XXXX   XXXX. I didnt have a good running car to travel back and forth to the hospital. I was going at least 3 days a week for appointments and for XXXX I was hospitalized for 4 days during that 4 days I was hooked up 24hours a day to the worst most XXXX XXXX there was. I was totally isolated due to the poison level of it. I did that every third week for twelve treatments. I was on heavy medications for pain and sickness It was the harshest form of XXXX in existence and I was very sick and in a lot of pain and a bald woman so that was very depressing. We went and drove this truck and I fell in love with it. I asked all the questions about why this red light was on and why was it doing this and the salesman guaranteed me it was in top notch running condition. XXXX my friend didnt like the oil light coming on but he wanted me to get everything I wanted so in his mind he figured if it blew up hed fix it just so Id be happy. I went inside to see what it would cost and if I could even afford it. I live on a below poverty XXXX income. The guy was real nice but I knew when I asked why that red light was on he lifted the hood and went to check the oil with it running. Im a girl but I know you dont check the oil with it running. But I really loved that truck so I said look please be honest with me I have XXXX and I need a dependable vehicles to drive back and forth to the hospital in XXXX Texas which is XXXX miles one way from my home. I would die if I broke down in the heat or cold, I was very sick at that time. He was sorta concerned but everyone acts like they are some are and some really dont care, so I wasnt sure.. He agreed to run a credit check and I was approved with a {$4000.00} down payment. It was a high interest loan at 15.9 % interest because my credit score was very low. I prayed and asked the lord to open or close that door and I would accept his decision. I had no money so I asked if he would let me sell some things I owned and give me some time to do that. I asked if he would mark it sold. He said no he couldnt do that but he would not sell it. But I needed to get busy in case someone walked in with cash money. So we hurried home. I had borrowed my neighbors truck to drive there and it was getting late so I went on. I made a list of some valuable jewlrey I had and did some research to find the value so I could sell it for the {$4000.00}. I needed. I spent the next week going from place to place and sold almost enough to pay the down payment. I only needed {$800.00} more dollars. I took what I had to the man at the car lol. Gave it to him and he gave me a reciept and he said now you know this money in non refundable, dont you and my heart starting racing. I said I only lack {$800.00} please give me a chance to get the last {$800.00}. He said look you have till the end of the week to get the money he said I could have sold it for cash several times and turned it down. I had tears and told him Id be back in two days. Oh boy I was nervous. I was so scared he was up to something he was in such a hurry to get rid of that truck. XXXX my neighbor took me to he next day to a high interest loan place where he had a loan and I was approved for the {$800.00} I needed to complete the {$4000.00} down payment .so I called the car lot and I called and I called. No one answered the phone so come Friday I just had XXXX take me there.it was early But the sign said they were open the gate was closed And locked.It made me really nervous. The truck was In The same spot I parked it when I test drove it. So that was positive but I just had a weird sick feeling about it all of a sudden. I couldnt for the life of me understand why they were closed on a Friday when the sign said they opened at 8 am and it was 11 : am. So XXXX and I went and got a soda at the corner store and Just waited at the gate. XXXX was an old man and really wasnt up to waiting so I said you can go on back if youd like. I have my money I need to pay my down payment. Ill be fine to drive it  home. Well he didnt like that but her entually went on home and left me to wait. He wa swirlies because he knew I did t have any of my meds with me but I wAs instistant and excited and I couldnt wait to get behind the wheel of my new truck. Sometime after 12 pm he finally showed up. He didnt have the paper work together and he kept saying Ive neve done this this is XXXX job so if we do it wrong we may have to do it over but sign here here here .... ok no prob he gave me all the stuff we signed and was explaining why I had to pay {$800.00} for some thing like tobthem for getting me the loan. I was so excited And on so much medication I never really heard all of his reasoning. Anyway the price of the truck went from {$13000.00} to $ {$14000.00}. And he said XXXX will have to do the paperwork I did it wrong. He said but he is gone until next week. So we will have to wait. I thought I was gon na faint. In fact I excused myself and went down the hall to the rest room and threw up I was so disappointed it made me sick. Plus I had no way to get home. He heard me when I got back he said are you ok and I started crying. I couldnt help it I was so disappointed. He said look Im gon na let you take it you signed. This paperwork its not right but we can do it over next week when XXXX gets back. I dried up my tears and was happy and started throwing up against n but made it out side thankfully. There was several things I wanted to question on the papers I signed. He assured me we would XXXX come er it all when XXXX came back. So Im in the truck and Im nervous and exicited and I drive be out the front gate. Im going the back roads to get home because the traffic is way lighter. I get 3 miles from the dealership and the truck that totally dies. I am in panic mode where do I pull off, I cant pull off it wont start. Im in a country subdivision Im in someones front yard or Im blocking their drive way. I was suppose hi I my all these things and called my the dealer to tell him Im broke down and no answer. Oh me what am I going to do what is wrong with my new truck?? Finally he called me back I told him where I wa sand what happened .he said Im sending a man to tow you back here. So he did. A man who really scared me pulled me with a food back to the car lot. He was sorta XXXX and was towing me way way too fast. We made it back to the dealer and the sales man was uploading at him slow down and he hits the back of one of the trucks for sale. I am in tears. I knew it wasnt good. He tells me leave the truck Ill have to get a mechanic here to work on it. He says this man ( the XXXX man ) is going to take you home. OMG I was a nervous wreck.I had been a victim of bad things and I was scared out of my mind to go but I knew I had to..it was Late it had been a very long disappointing day .i hadnt had a bite to eat or drink and I was We made it to my house fine and he left. I was so upset .i went in and went to bed. I cried my self to sleep. I had already put insurance on it so I knew if someone stole it it would be covered. I called everyday asking what was up.all I got was he had some one coming to see if he could fix it. Some days he would t answer my calls and Id drive there to check in it. I was paying the payment and the insurance on it and I didnt even drive it 3 miles. Months went by and it was always one excuse after another. I drove there every weekend to see if anything had een done to it. It was always in the exact same spot never movEd one inch. Finally after him having it 4 months he calls me and says Guess What your truck is like a new truck come and pick it up. Oh boy I was so happy. After months of major XXXX. I was so down on myself for not calling the authorities, but I am not atrouble maker. I dont like it.and he convencied me it was all good. I believed every word he said. I mean every word.I looked sick web. He saw me he was shocked how bad I look what the XXXX and worry had done to me. He hands me the key and says go home and get some rest the truck is like new. So I get in it and I start toward home. I get 4 miles down the highway XXXX going toward XXXX to show a friend my new ride and I in heavy traffic but it moving good, I going oh XXXX mob and I hear this load bang and suddenly the truck dies the window dogs up and it smells like antifreeze and it hissing, there is no exit for me to get off the highway so I look back to make sure there is itjing coming on the access road and. Her I go across the median with no power steering no brakes nothing the truck is DEAD. OMG I am frantic. A state worker pulls over and Im crying and hes like are you ok can I drive you somewhere ... no Im fine I just bought this and I started telling him what has transpired he is in shock for me. He goes back to work. Here it is 5:00 traffic I calling the sales man Im on the side of the highway outside of XXXX and hes not answering the phone so Im telling him where I am What has happened. He calls me back in 20 mins. He says Im sending the same guy to tow you. Im sick Im weak I am mad I am hurt Ive been taken to the cleaners. The man gets there he is not happy he is very rude and hateful. He hooks up the truck I have no power no brakes nothing he starts out pulling me 70 mph I am livid. I call the car lot I dont have this mans number but he is gon na kill me. So then the tow strap breaks. I couldnt see any of his brake lights he tied me too close I dont know what to do so I lay on my breaks and they arent real good but it takes me to a slow stop. He turns around and comes back and is cursing me. He had a speech problem so I could t understand one word he was screaming beside that I was it going to put up with his nasty mouth. I said you need to calm down first then you need to time me where I can see when you are slowing down I cant see your brake lights., and I said Im it going again if you dont slow it down. I had grown up all over the inside of my truck and I was so thirsty I told him I got sick and I must stop and get some water. So we did. We arrived back it was dark, 9:00 at night and pouring down rain. He never did anything but get out in hook the strap from his truck and he drove off. He left me in the Parking lot at 12am alone at the car lot in the freezing rain with nothing but wet clothes in a totally dead truck no heat nothing. So I start calling the sales man he never answered. A friend came all the way from XXXX to help me. She took me to get dry clothes at XXXX and she stayed with me because I refused to leave my truck without knowing what was going to be done. The next day the salesman came in late like after 12. I was not happy. I was furious.he fed me full of a bunch of bologna. Made every excuse in the book he could. And he sent me home. He sold the tell me what or when someone hung would be done he refused to give me a loaner said it was against his insurance policy he wasnt going to do anything. My spirits were lower than low I knew XXXX fed off of stress and I began to get very sick. More than ever. I called weekly and drove to my truck at least 1 time a week checking in it. Nothing at all had been done it hadnt been moved nothing .so I started threatening lawsuit. And the paperwork suddenly came to mind. He never ever brought up the paperwork he promised it would be revised and it never was. At this point I was hospitalized more and more and was very heavily medicated. There was a time or two I reached out to the fianance company to share with them what was being done to me.i was making payments And insuring a truck I had never made it home it. They didnt care one bit all they cared was that that payment was made and in time. They didnt care that i was heated in the price or that the truck had been at the dealer for nearly a year they didnt have any compassion at all for me, for my lifes situation, my health problems, nothing. Just that payment that was all. After a year went by I received a call that my truck was towed to a place in XXXX Texas to get a rebuilt motor put in it. I was for the past year under the infuluene of a lot of meds. I was at that point going to XXXX care, that is what I call the dead dr . They send you there preparing you for death. Things were not at all good I was on Morphine and that is usually the end. This man never addressed the paper work I was made to sign. I was paying a whole lot more than I should have. I contacted the loan company and they said the car lot submitted it to us we wrote them a check so you must pay or we will repo it. I was not in any mental state to make any decisions as to what to do or exactly how much I was being cheated out of. I am at the end of my note now. I know the truck cost {$13000.00}. I gave $ XXXX.cash down. So that takes the amount to be Fiananced down to {$9200.00}. Well they charged me {$800.00} for getting me the fianancing. The are charging me for gap insurance and I have a signed waver. All the ttl stuff. Then they take my {$4000.00}. Cash down payment and instead of subtracting it from the sale price they add it. So instead of me paying back {$9200.00}. Tax title and liscense Plus interest they have me paying back {$18000.00}. I have sent the Fianance company XXXX XXXX all burden of proof and they do not care. Either I pay if they come get it. My truck is paid for and I still am being forced to make payments I do not owe. They say they sent us the contract we sent the money we dont care what the contract says or If my down payment was add d or subtracted. They will repo the truck if I default. I have over paid them by my figures nearly {$5000.00}. They say my balance is still {$2800.00}. I do not owe that I dont owe anything on it it is clear to me now that Im not on morphene and major pain meds I am being cheated. They owe me money. I am by the grace of XXXX still alive. I still have terminal XXXX. I have fought to stay alive. Will someone please help me stop this and make these thieves stop taking away my disability income? They are taking advantage of me.. I live on a 500 % below poverty income. I have been a woman if my word and fullfilled the deal I made on the truck. The dealer has not. He lied about the fianancing he promised he was buying me 6 new tires just like the ones that were in it when I bought it but gone swapped out for junk tires during the first year they had it. He promised he would buy me a brand new set of mud grapplers identical to the ones it had that they stood off it. And he promised me side steps for it and a wench in a cradle. I e not received one of them hem. Im sure it was to cover up the fact he never brought up the contract he did wrong. And left wrong during all the problems. It was a great cover up for him to continue on with what ever price he wanted to get me for. I was facing death I was on XXXX on major rx drugs. the motor blew 2 times he kept it a year and they stripped it while they had it of the good tires the steps and never put the winch with cradle he promised me he would put on it. Then he took me for over {$7000.00} by a fraudulent contract. His excuse he didnt normally do paperwork wed redomit. He added the down payment to the selling price of the truck plus added fees and insurance I never agreed to. This type of fraudulent activities need to be stopped .i am reaching out for help .i am a honest woman and I have been scammed. I am reaching out for help. I am still being cheated out of my very small income. And there is no telling no many others they have cheated like they have and still are me. I have never been in trouble in my life. I worked hard all my life and XXXX stole it all away. I have nothing but reminders of what has been taken from me. Ive never sued anyone I have never taken or stollen from anyone.I should not be made to allow this to happen to me. I am at the end of my trail and Id like to recover my money. I need it for Dr bills, medication and because its all I have left. Thank You!","date_sent_to_company":"2018-06-26T21:56:44.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"751XX","tags":null,"has_narrative":true,"complaint_id":"2947201","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Westlake Services, LLC","date_received":"2018-06-26T21:35:38.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem with fees charged"},"highlight":{"complaint_what_happened":["He goes <em>back</em> to work. Here it is 5:00 traffic I <em>calling</em> the sales man Im on the side of the highway outside of XXXX and hes not answering the phone so Im telling him where I am What has happened. He <em>calls</em> me <em>back</em> in 20 mins. He says Im sending the same guy to tow you. Im sick Im weak I am mad I am hurt Ive been taken to the cleaners. The man gets there he is not happy he is very rude and hateful. He hooks up the truck I have no power no brakes nothing he starts out pulling me 70 mph I am livid."]},"sort":[10.722598,"2947201"]},{"_index":"complaint-public-v1","_id":"9979451","_score":10.662051,"_source":{"product":"Mortgage","complaint_what_happened":"Retaliation for initial complaint Company : Loan Depot This complaint is about a va loan where I was reported incorrectly to the credit bureaus since I was in a forbearance and current at the time the forbearance was approved, a data breech, the timing of the transfer to XXXX and unnecessary delays caused by loan depot. \nLoan Depot reported me as seriously delinquent on XX/XX/XXXX when I had a forbearance and was actively working with Loan Depot. I called them multiple times and was waiting for them to review an application to assume my loan. This took loan depot 4 months and then XXXX another XXXX months. An outrageously long time for an application to be reviewed. \nWhy I needed a forbearance I had to stop working in XX/XX/XXXX due to increasing XXXX. This XXXX increased in XX/XX/XXXX and I had to take a few months off work and it was related to the covid pandemic and isolation. I took an early retirement for my health and applied for a forbearance on XX/XX/XXXX ( during the 120 days after the XXXX XXXX order was lifted ( so the XXXX XXXX  applies ). On XX/XX/XXXX, the loss mitigation application was approved. My loan was current at the time of the loss mitigation request and I was never behind in payments and I had a plan to finish the remodel and sell the home. \nThe viable plan to have the buyers assume the loan On XX/XX/XXXX, the buyers submitted their loan assumption application. The plan was for them to pay the forbearance and take over the loan and pay all fees. My rate was XXXX XXXX until year XXXX then XXXX XXXX increase annually to XXXX of XXXX XXXX \nLoan servicer delays The loan servicer was unable to review the application until late XXXX ( almost 3 months of no review ). How do I know this? XXXX XXXX ( spelling may be incorrect ), who was the assumption servicer contact and only person able to review the assumption, told me that she could not get to the application until late XXXX due to multiple applications prior to mine and she was having to train staff in the department. \nI called multiple times. I requested to extend my forbearance since the application process was being delayed by loan depot. I told the servicer that every month the forbearance increases by {$4000.00}. Loan depot stated the application was being worked on since XXXX. However, the assumptions representative XXXX XXXX, who was the only XXXX assigned to this application told me the application was not being worked on and was not put in the computer yet in XXXX. \nThe only review that was done in XXXX was by underwriting who told the servicer that the assumption could not be approved since there was money owed and I was late with my payments. In fact, XXXX XXXX did not call me with that information. Instead, she called the buyers and told them. This was my first realization of the misaligned goals with Loan Depot. \nI called XXXX XXXX and we argued about the ability to assume the loan. I had asked before I went this route and was told it was assumable and loan depot sent the application. By XXXX, my home was in contract and my realtor stopped showing the house. My VA representative, XXXX XXXX, called XXXX that day and by Monday the situation had suddenly changed. The excuse was that the underwriter had thought I was requesting to assume the loan from my husband. I am not married and I am the only owner on this home. The loan was assumable. \nMany times, I explained to XXXX that delaying this is costing me and that while we wait, no one can show the home or bid for the home. So the longer they delay, the less time I have to try to get another plan in place to prevent foreclosure. \nIn XXXX, on the Friday before the cyber attack became news, XXXX called me stating that she can finally start to review the application this weekend. However, that XX/XX/XXXX Friday the cyber attack started and computers were down for XXXX weeks per the loan depot employee I spoke with. Thus, the application sat there for almost XXXX months with no review by the assumptions representative. It was around this time that my assumptions rep stopped calling me back. I found out later that a new assumptions representative was on the case, XXXX. I never received any notice of this change and had left messages for XXXX multiple times. \nForbearance extension and closing So my forbearance had to be extended until XX/XX/XXXX to cover these unnecessary and costly delays. I requested compensation for having to wait on them due to their inability to staff correctly or keep their computer systems safe from hackers. Loan depot denied my request. XXXX XXXX a complaint resolution specialist said that with assumptions only XXXX person is assigned the loan, where new loans have about XXXX people to assist with an original loan. My loan servicer was not motivated to complete this loan assumption. I was unable to use a different loan company and so I was at their mercy Closing disclosures with the buyers were signed on XX/XX/XXXX and closing date was set for XX/XX/XXXX and then the loan was transferred to XXXX on XX/XX/XXXX, so closing was delayed again. I called and asked for the ability to close the loan on the XXXX anyway, if there was a grace period and there was nothing anyone could do. They would not give me the number to who could do something so I was stuck again. I filed the initial cfpb complaint, called lawyers, called hud and the va representative. \nCREDIT REPORTING On XX/XX/XXXX, Loan depot reported me as seriously delinquent to the credit agencies even though I was in a forbearance and had been current when I was approved for loss mitigation. I had to dispute this with the credit reporting agencies and my credit score is at XXXX now. I am paying more for insurance and I am not getting a good rate on my consolidation loan. \nI received a response from the dispute. Here is what is written in my credit report dispute. Please note that you say that reported me correctly and then modify the information. If you had reported me correctly, I would not have had to dispute this with the credit reporting agencies. It states the following : The information you disputed has been updated. LOAN DEPOT reports, We have verified that this item has been reported correctly. The following fields have been modified : ADDITIONAL INFORMATION, TERMS DURATION, ACTIVITY DESIGNATOR, DATE OF 1ST DELINQUENCY, and STATUS HISTORICAL ACCOUNT INFORMATION. \nEverywhere I read, the forbearance protected my credit since the loan servicer stated they have to report me as current. I was waiting on them to move on this assumption application and I assumed they would not report me as delinquent especially since they were causing the delay. In addition, I had a forbearance and was in contact with them and have given them a viable plan for assumption. However, I was wrong. Loan depot reported me as 120 days past due and seriously delinquent and my credit score dropped by over XXXX points in the last year. \nData Breech In addition to all the above issues, I was sent a letter stating my sensitive personal information may have been accessed by an unauthorized third party. Loan depot offers 2 years of identity protection and credit monitoring. This was unexpected since during the transfer to XXXX in XXXX, I requested information on this data breech and was told that my data was not part of the data breech. Yet a few weeks later, I received a notice that my data was exposed. The notice was dated XX/XX/XXXX. I did not receive it until late XXXX. I had to freeze all my credit accounts and now I need review them regularly. I am closing accts to prevent use of an open acct I dont use and that is lowering my score also. \n\nIN SUMMARY Loan depot delayed review of the loan for 3 months, then scheduled closing, signed documents and sold my loan to XXXX causing another delay. Then they report me as seriously delinquent when I have been waiting on them. My forbearance was good until XX/XX/XXXX ( see Proof of forbearance letter from loan depot ) and never lapsed. \nOn XX/XX/XXXX I received a letter regarding these issues and Loan depot apologized for the delays and inconvenience I experienced. That does not make up for the money that your company received due to these delays ( XXXX ). That does not make my credit better or my interest rates lower. It doesnt pay for the time and energy I have had to use to try to make you do your job This letter also stated as the forbearance was active at the time the servicing transfer occurred, the account was accurately reported to the credit agencies as current and in a forbearance. However, if you have credit reports reflecting information that you believe to be inaccurate, we respectfully request you forward legible documentation that may support your credit dispute so that we can further research your account and referred to the letter dated XX/XX/XXXX. The letter dated XX/XX/XXXX stated that after careful review of your loan, we have made the necessary adjustments for the forbearance and/or loss mitigation status in relation to the loans credit reporting. \nSo here are some questions I would like answered. \nDid you report me as seriously delinquent or current, it seems that you are not sure and so I have attached proof ( you'd think you'd have this information )? Why would your company do this when I was waiting on your staff to review the loan assumption application? \nWhen did XXXX XXXX start to work on the assumption application? Include dates and actions taken since you have told me she started to work on this on XXXX and she told me she did not start until XX/XX/XXXX. \nWhat was the reason for the application to need XXXX months of review? \nWhen did XXXX XXXX stop working as my point of contact? Why did I not receive a letter with the change in the point of contact?\n\nWhy were the buyers told they could not assume the loan in the beginning and then were told this could take 120 days. Its almost like you planned it and were trying to discourage them. It took 120 days and not because we were delaying anything. \nWhy did you have the buyers sign closing disclosures on XXXX and ask for them to pay the forbearance money when you were transferring them and knew this information in early XXXX? \nWhy did you not safeguard my information and tell me I was not part of the breach and then send a letter stating I was part of it? \nDid you send XXXX my loss mitigation information? \n\n\n\nNames and contact numbers of people in this complaint XXXX XXXX, Escalation resolution specialist for Loan depot XXXX XXXX XXXX ( This may not be the correct spelling ) XXXX XXXX the XXXX loan servicer in assumptions. XXXX XXXX XXXX, VA representative XXXX XXXX Attachments Forbearance letter proving I was in a forbearance until XXXX on page XXXX of the document Data breech letter Letters XX/XX/XXXX and XX/XX/XXXX Credit report dispute information-Showing the changes made to my credit report -Equifax Credit report showing over 120 days late from XXXX. Hopefully that proves the reason for the credit dispute and you will investigate further per letter dated XX/XX/XXXX.","date_sent_to_company":"2024-08-31T08:10:21.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"VA mortgage","zip_code":"42141","tags":"Servicemember","has_narrative":true,"complaint_id":"9979451","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2024-08-31T07:18:58.000Z","state":"KY","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["In XXXX, on the Friday before the cyber attack became news, XXXX <em>called</em> me stating that she can finally start to review the application this <em>weekend</em>. However, that XX/XX/XXXX Friday the cyber attack started and computers were down for XXXX weeks per the loan depot employee I spoke with. Thus, the application sat there for almost XXXX months with no review by the assumptions representative. It was around this time that my assumptions rep <em>stopped</em> <em>calling</em> me <em>back</em>."]},"sort":[10.662051,"9979451"]},{"_index":"complaint-public-v1","_id":"3916914","_score":10.553789,"_source":{"product":"Mortgage","complaint_what_happened":"Complaint : BSI Financial Services has purchased our mortgage from XXXX XXXX XXXX in XXXX. At the time, they requested proof of insurance from us and my husband submitted it through the website XXXX, per BSIs request. On XX/XX/XXXX I received a collection call from BSI and since then I have spoken with numerous people in order to understand what they did to our account and make sure they correct their mistakes. Unfortunately, bringing customers accounts into default seems to be common place at BSI and I can only imagine how many customers have been victims of their unethical practices. I report our case below in details in hopes that you can help us by making sure BSI corrects their mistakes once and for all. \n\n\nHistory : Thursday, XX/XX/XXXX I received a collection call from BSI.  XXXX told me that they havent received payment for the last two months and wanted to know when to expect payment. I immediately checked my bank account and confirmed all payments have been sent on time, as usual ( we have autopay with XXXX XXXX XXXX ).  She then did some research and told me the reason the account was late was because the payments were lower than the amount owed and had been withheld. I asked why the amount had changed since we have a 30-year fixed mortgage and the amount should not have changed. She researched a little more and found out that BSI has paid insurance out of our escrow and that was the reason for changing our payment amount. I asked why they have paid insurance because we do not use our escrow account and have always paid our insurance and property taxes ourselves. She then  confirmed that it is true that we have paid XXXX. She said she was new and couldnt make the corrections, but a teller would call me back. \n\nMonday, XX/XX/XXXX Nobody called me to follow up on the corrections, so I called customer service to check the status of our account. XXXX was very helpful and explained that we needed to submit proof of insurance from XX/XX/XXXX to XX/XX/XXXX in order to solve the problem, as BSI started withholding our  payments after they had paid ( duplicated ) insurance out of our escrow account. I told her we have submitted proof of insurance at the time, but I would send it again. \n\nPer BSIs request, I emailed XXXX proof of all 4 years of insurance the same day. \n\nTuesday, XX/XX/XXXX I received another collection call from BSI,  this time from XXXX. I explained the situation to her and she told me that no matter what I was behind one month on payments. She  asked if I wanted her to send me the payments history and I told her I needed BSI to correct their mistakes and bring our account current, as we have never missed any payments. I also told her I did not want to receive any more collection calls and wanted a confirmation when BSI has corrected their mistake and brought our account current, as it should be. \n\nWednesday, XX/XX/XXXX XXXX XXXX, BSIs Insurance Specialist, contacted Travelers asking for proof of insurance, even though I have already submitted proof to Customer Services on  XX/XX/XXXX. \n\nThursday, XX/XX/XXXX I emailed XXXX and informed her I have already emailed proof to BSIs Customer Care and asked them to forward it to her. \n\nFriday, XX/XX/XXXX XXXX confirmed she received my file and was working on it. \n\nMonday, XX/XX/XXXX I emailed XXXX asking the status of our account. She replied right away saying she was in the process of fixing the account. She said she had received approval to remove the Force Place Insurance ( FPI ) and to refund all late fees. She also said it could take up to 5 days for me to see it on my end. XXXX was extremely helpful and reassured me she would make sure everything was correct in the end. \n\nWednesday, XX/XX/XXXX I asked XXXX if she was in communication with XXXX XXXX, from their Loss Mitigation Department, as I have received another letter from her talking about options to foreclosure. \n\nFriday, XX/XX/XXXX I followed up with XXXX because she didnt answer my last message and I needed to make sure XXXX XXXX was aware of BSIs mistakes and knew XXXX XXXX was making the necessary corrections. XX/XX/XXXX was the date BSI said they would declare all outstanding amounts under the Note immediately due if we havent cured the default by then. They were asking us to pay {$8800.00} in order to bring our account current, even though we have never missed any payments. \n\nXXXX replied to me the same day saying that currently our loan was showing due for XX/XX/XXXX. She explained there was a freeze on the account, so all the corrections could be made and that the freeze would be taken off when everything was complete. She ended saying she has done everything she could do on her end and she would send XXXX all her findings after she could see the full update on Monday, as they were still implementing changes to the account at the time. \n\nSaturday, XX/XX/XXXX I received another collection call from BSI, this time from XXXX. I explained the situation again and he said he was putting a hold on collection calls for a month in hopes BSI has corrected our account by then. \n\nThursday, XX/XX/XXXX I called customer services to talk to XXXX, as she was the person assigned to be our contact, but they said she only helps customers who need help with getting credit. So, I spoke to XXXX and had to explain the whole situation once more. XXXX said the problem was that we made an extra payment on XX/XX/XXXX and this payment was applied to principal only. I told her the problem in our account was due to BSI mistakenly debiting our escrow for insurance and said this supposedly had already been corrected. She confirmed the insurance issue had been corrected, but when I said I havent made extra payments, she said she was looking at the wrong account ( which she wasnt ). She then said that we sent our XXXX payment late on XX/XX/XXXX. I explained this payment was XXXX, not XXXX, as XXXX XXXX XXXX always send our payments either on the XXXX of the month or the last business day of the month when the XXXX falls on a weekend or holiday. She then requested a research and said it would last 3 business days. I was told I could call on Tuesday, XX/XX/XXXX, to get an update. \n\nFriday, XX/XX/XXXX I emailed BSI giving them an ultimatum and asking to be assigned a point person, so I dont have to explain myself again every time I call them. Even though I wrote URGENT on the email subject, nobody contacted me. In fact, I have never received answers to any of the three emails I sent them and the only calls they make are collection calls. \n\nWednesday, XX/XX/XXXX I called customer services again and, luckily, I was able to talk to XXXX, the first customer service agent I spoke to, the first time I called BSI on XX/XX/XXXX. She was not able to transfer me to a Supervisor, as I requested at the beginning of the call, but she was very helpful and was able to ask them to void an escrow check they issued by mistake in the process of removing the FPI from our escrow account. ( I knew it was a mistake to issue me a check instead of crediting our escrow account, so I didnt cash the check. ) XXXX also requested the correction of XXXX payment that has been wrongly processed as an extra payment and applied to principal only ( the same thing XXXX had mentioned, except she then said she was looking at the wrong account ). XXXX gave me her extension number, so I wouldnt have to repeat myself every time I call and also said she would let me know as soon as the XXXX payment was corrected XXXX they needed to credit back the {$44.00} that was sent to me via check in order to be able to apply the payment ). The supervisor that couldnt talk to me, but was communicating with XXXX in real time, told her the problem would be solved within 24 48 hours. I told XXXX that my husband and I learned today that BSI has ruined our credit score ( It went from  XXXX to XXXX ) and I needed BSI to contact the Credit Bureaus and correct their mistake urgently. \n\nFriday, XX/XX/XXXX After leaving multiple voice messages to XXXX, I called customer services to confirm if BSI had credited the {$44.00} to our account and applied the XXXX payment correctly. I asked to talk to a supervisor and supervisor XXXX assured me all the corrections were being finalized and once the account was brought up to date, BSI would be able to send letters to the Credit Bureaus explaining we were reported late and delinquent in error.  She estimated it to happen on Wednesday, XX/XX/XXXX, due to the XXXX XXXX holiday. \n\nTuesday, XX/XX/XXXX I talked to supervisor XXXX again and she confirmed that all corrections were made and the credit letters were sent to the Credit Bureaus. I thought that BSI had finally fixed all their mistakes at this point. Unfortunately, I was wrong. I asked if the XXXX payment had been applied and she said it hadnt, probably due to post office delays. I checked with XXXX  XXXX XXXX the same day and they confirmed they had mailed a check to BSI on  XX/XX/XXXX. I emailed customer care to let XXXX know about it. \n\nMonday, XX/XX/XXXX I called customer service to confirm if the XXXX payment has been applied on time because the XXXX statement that I received was still showing XXXX as unpaid. I spoke with XXXX, who was very helpful, and he said the XXXX payment was applied on XX/XX/XXXX. I then asked him to explain a fee of {$34.00} charged to my account. I noticed that they charged our escrow account after all the corrections have been made and there was a negative balance of {$22.00} that I requested to be removed from the account. XXXX disputed the remaining {$12.00} and couldnt explain exactly what they were for, but said it was related to late payments. The statement listed it as a property inspection fee, even though my property has never been inspected. XXXX said that disputes take up to 5 business days to be resolved and he would get back to me. He assured me that the XXXX payment would be applied on time regardless of the fees, as I specifically asked about it. Now that our credit scores have been restored, the last thing I need is for BSI to withhold our payments  again and wrongly report us late. \n\nTuesday, XX/XX/XXXX Because Ive never received any calls to confirm that the charges have been removed from my account and the XXXX payment has been applied on time, I called customer service ( again! ). This time, I talked to XXXX. She said the escrow balance was XXXX, so the {$22.00} fee had been removed, but said the {$12.00} fee dispute was not resolved yet. She confirmed that the XXXX payment would be applied on time regardless of the fee. \n\nFriday, XX/XX/XXXX I called BSI at XXXX XXXX  and, after being on hold for 10 minutes, I was redirected to a voicemail. I left a message.\n\nTuesday, XX/XX/XXXX I called BSI at XXXX XXXX  and requested a call back through their system, as they said the waiting period was 10 minutes. I called back one more time at XXXX XXXX  ( past the expected waiting time I was given of 10 minutes ), but was unable to talk to anyone again. I left a voicemail saying I would report BSI if I didnt receive a call back the same day. \n\nAt XXXX XXXX, XXXX returned my call. She said the {$12.00} fee had been removed from my account, so I decided to ask her if the XXXX balance was {$2800.00} ( my 30-year fixed mortgage  payment amount ). She said yes. I then asked if there were any fees charged to my account and she said there was a late fee of $ XXXX. I told her the charges had to be removed. Her supervisor didnt talk to me directly, but told XXXX that the charges were made in error and would be removed. The call ended at XXXX XXXX  ( I was on hold for very long periods of time during the call and it lasted 30 minutes ). \n\nWednesday, XX/XX/XXXX I called BSI customer services at XXXX XXXX  because I received the XXXX statement and the late fee of {$56.00} ( {$22.00} Escrow + {$34.00} Late charges ) were still showing. The call once more went to a voicemail and I left a message. \n\nThursday, XX/XX/XXXX I tried to call BSI again at XXXX XXXX, as nobody returned my call. After 10 minutes of wait, it went to a voicemail again. I left a message. \n\nFriday, XX/XX/XXXX BSI called me back at XXXX XXXX  and left a voicemail. I called again at XXXX XXXX  and requested a call back. I finally received a call back at XXXX XXXX. I spoke to XXXX ( the first customer service agent who called me on XX/XX/XXXX saying our account was 2 months late ). I realized it has been almost 3 months since this nightmare has started and it is hard to believe it is still not over. \n\nI explained to her that I was told on XX/XX/XXXX that the {$56.00} charges would be removed, but they were still showing in the XXXX statement and I was not sure if maybe the statement was issued prior to the correction. She said the charges have not been removed and couldnt be removed because they were late charges. She even mentioned the {$12.00} inspection fee again and at this point I said I wanted to talk to supervisor XXXX, as I have already talked to her a couple of times and she knew my case. After being on hold for a while, I was asked to leave XXXX a voice message because she was in a meeting. I told XXXX that BSI never calls me back when they say they will and asked to talk to any supervisor. After being on hold again, she said XXXX was now available and could talk to me. XXXX said she was requesting a research and someone was calling me back on Monday to let me know the status. I told XXXX BSI never calls me back and asked why she couldnt call me herself, so she agreed to call me back on Monday and make sure the charges are removed from my account. I told her I have XXXX confidence on BSI and said I do not know how BSI can still be in business. I also said I do not think these are mistakes, but intentional charges to make money out of customers. It is unethical and having worked 10 years in corporate banking, I have never seen anything even remotely close to what BSI has  been doing, not only to our account, but to hundreds of accounts ( based on online reviews and complaints ). XXXX might be able to remove the {$56.00} fees erroneously charged to our account and call me back on Monday as promised, but it has been almost 3 months since I started talking to BSI and every time, I thought it was over, there was another mistake the next month. I do not have the time or energy to be checking my statement every single month to make sure BSI didnt charge any fees to my account and applied my payment on time. I have a 30-year fixed mortgage with autopay, I do pay for insurance and property taxes on my own, and I have never  been late. Therefore, my loan should ALWAYS be current! There should be absolutely no extra charges or late fees of any kind. I want BSI to stop charging improper fees and keep our account up to date, as it should be.\n\n*************************** In summary, BSI has debited our escrow account without permission to pay for insurance, even though we have always paid our insurance and property taxes directly. Because of this mistake, they added {$7.00} to our monthly  payments of {$2800.00} and started withholding our payments last XXXX because it was less than the total balance due of {$2800.00} ( {$2800.00} + {$7.00} ). They only applied XXXX payment when they received XXXX payment and kept doing that until XXXX, when they decided to apply the XXXX payment that we sent to principal only, making the account appear to be 60 days delinquent. BSIs Insurance Specialist XXXX XXXX started the process of removing the FPI from our escrow account, as well as all late charges after she received the proof that I submitted to Customer Care on XX/XX/XXXX. BSI then adjusted the way payments have been applied, so our account could finally be current. Once this process was finalized, BSI sent letters to the Credit Bureaus stating their errors in order to restore our credit, as we were never late sending payments and we were certainly not 60 days delinquent. Unfortunately, they did not stop the charges to our escrow account and have added other charges after they have finalized all the corrections on XX/XX/XXXX. This whole situation is unacceptable and any ethical company would be embarrassed and would have done something to compensate us from all the stress, time, and energy this whole mess has cost us. Instead, BSI keeps charging our account, never calls us back as promised, and lately it has been impossible to get through customer service. \n\nWe have always had excellent credit and have never made any late payments to anyone. BSI reported us late multiple times, which ruined our credit scores. If that was not enough, we had to deal with the stress of receiving constant collection calls and a Notice of Default and Intention to Accelerate, even though we have never missed a payment. Our insurance broker has helped many of his customers facing similar problems with BSI, where they claim to have paid insurance on behalf of the customer, but can not provide any policy of such insurance. They have also charged customers for appraisals that were never performed. After talking to our insurance broker, Ive searched online and realized BSI has innumerous one-star reviews with Consumer Affairs and hundreds of complaints with CFPB. I tried to resolve the issue directly with BSI for almost 3 months, but I can not wait any longer. I need them to correct all their mistakes and never charge our account again for any improper fees. I do not understand how BSI is still allowed to operate, given their questionable actions against their customers that have been reported so many times already.","date_sent_to_company":"2020-10-24T18:59:24.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"94611","tags":null,"has_narrative":true,"complaint_id":"3916914","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BSI Financial Holdings, Inc.","date_received":"2020-10-24T18:24:02.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I do not understand how BSI is still allowed to operate, given their questionable actions against their customers that have been reported so <em>many</em> <em>times</em> already."]},"sort":[10.553789,"3916914"]},{"_index":"complaint-public-v1","_id":"2687351","_score":10.470412,"_source":{"product":"Student loan","complaint_what_happened":"Dear Sirs or Madams, Written around XX/XX/XXXX I am currently nearly unemployed, I work 1-2 weekends per month so I thought would have the time & I should explain my concerns carefully and thoroughly. I have spent 40 +hours looking at, printing, filing bank statements emails and letters and I still can not make sense of any of this. I have tried handwritten timelines, flowchart software, handwritten notes, post-its ... I thought maybe I will see a pattern ; figure it all out and learn that it was actually that has made the errors. I give up, I cant do it. I would have to neglect all my other responsibilities for many more weeks and would probably still be no closer to figuring out this system. I dont think the loan management company wants to people to pay their loans back. It seems to me they make more money tripping up consumers, adding on fees and penalties and collecting the interest first. Because the US Government guarantees the loans, the servicers have no risk. An enterprising business plan would not include helping consumers get out of debt, however that is what an ethical business plan look like. My thoughts are not conspiracy theory paranoia ; its based on current events! \nWritten XX/XX/XXXX. My goal has been to wrap this up, send it and move on with more productive undertakings. I am just so upset about being taken advantage of and worry that if dont point out every detail I will have less of a chance of being heard. I can be a perfectionist and dont like my writing to have typos or unclear language ; however I have spent another 40 hours on this and need to move on. \nI dont think that any one employee is to blame and I dont want to add to the stress of the front line workers like myself. Based on my experience with a mega corporation I believe that it is the intent of the corporate model to maintain a complex system in which mistakes unavoidable and in which they benefit from financially. The customer service representatives are given protocol to follow and are not to question inconsistencies, instructions that may not make sense or what sound like double talk. They are to accept that directives passed down from the executives are both legal and ethical and if they dont like it they can leave. \nThe customers or borrowers in this case are trapped. There is no disputing that the debt is owed and any complaint looks like an attempt to run away from responsibility. Also customers dont complain because they are intimidated by the complexity of the system which if not intentional, simplification is certainly not actively sought out. The customer does not have time or energy to learn and keep up with the procedures and therefore is not confident in knowledge that the mistake lies with the company. \nWe are conditioned to accept that standing up for oneself is a time consuming and ultimately futile act in which drains already limited time and energy. We are stopped in our tracks by fine print in agreement that we had no choice but to sign. Sign this or dont go to school to better your life is not a choice. There is no shopping around for the best contract for those of us with few financial resources. \nI hear the phrase burden of proof often and it is a critical part of my complaint. Navient has possession of recorded customer service calls. If I requested Navient to review a specific phone call in order to determine who was in the right, I would have no way of knowing if the information they presented was fact or fiction. The fact that they do not do business by email or paper statements allows them to retain all of the power. Any argument would be my word against their protocol, management, past experience, taped phone calls and lawyer fine print. \nConsumers are divided and encouraged to vilify an individual who attempts to get justice through the court system. We look down at and judge the dollar amount of the law suit knowing none of the details of the harm done or the costs associated with the harm. Yet big business, politicians, special interest groups etcsue or threaten to sue on a regular basis to further their agenda aka financial interests. \n\nIf referenced documents are needed to support my claims feel free to contact me. \nCOMPLAINTS ABOUT NAVIENTXXXX XXXX These companies need to be held accountable for the accuracy of communication within their departments and with customers. Letters or emails that ask for payment or threaten collection while I am making payments as agreed are harassment. \n\n1. Receive emails that have no clear indication as to the department or the loan group on letterhead or email sender address. \n2. Letter head vague, not sure but I think that letters Navient without any other logos must be referring to the federal or FFLEP group of loans. However XX/XX/XXXX I received an email with letterhead simply NAVIENT which informed me of private loan info 3. XX/XX/XXXX letter with NAVIENT and Dept of Ed loan Servicing signed sincerely Navient & XX/XX/XXXX letter with NAVIENT and Dept of Ed loan Servicing signed sincerely Navient- Department of Education loan servicing 4. Emails, billing statements and general letters had no consistent format or style. One has to hunt around within the document to find pertinent information. \n5. Confusing, lack of continuity to indicate account # s : act # s which are not consistent, loan # s, Loan group # s, sometimes referred to by my SS # and loan origination date.\n6. There is a lack of coherent system to inform recipient of loan included in transaction 7. Bank statements payee name provided is not consistent and makes me unsure if money is going to correct department 8. Changed or added repayment plans with titles & acronyms not matching up to programs applied for, IBR, IDR, ICR XX/XX/XXXX Dept of Ed letter refers to and FFELP I decided that the references to 9. The number of websites that I have been told to access is overwhelming. Given no information about the relationship the websites have to loan, just adds more confusion a. Logging on to a website the loans and amounts slap you in the face- depressing, regret going to school b. studentloans.gov-I found that I had signed up 3 times with different passwords c. directloans? FSA I have a password and pin d. navient.com e. XXXX f. XXXX XXXX website XXXX to XXXX XXXX XXXX my password is XXXX \nh. Oops you have gone to wrong website 10. Offered .5 % discount to give Navient control over my banking. I discovered via a shockingly low bank balance that a random withdrawal of over {$700.00} was made without my permission. My bank statement indicated XXXX XXXX Debit which initiated taking this money in addition to the regular payments. \nI called to complain and was told that it could not be refunded. It is a miracle that my account was not overdrawn because that is how tight my money is XX/XX/XXXX, I discovered that 11 months of payments were not applied to my account and sitting who knows where. Was Navient investing this and earning money on it, charging me interest for nonpayment? \n11. Emails that say You have a new education loan document available are confusing. Could they be talking about Department of Ed loan, or simply a loan to pay for my education It doesnt specify. \n12. Who is student assistance? Nothing explains how they are related and how they got my info. Did not know how direct loans and US dept of Ed were connected got mail form both 13. Forbearance was first and only suggestion most of the time. When a person has financial hardship and cant make the payment they are at the mercy of the corporation and have to accept what terms are offered. \n14. Used forbearance month for 1 group and paid for other group ( Federal vs US Dept of Ed ) because I was told that they were separate. Did I use up  forbearance months when I technically did not get a break for both? Was interest calculated on both? XX/XX/XXXX & XX/XX/XXXX for example 15. When things did not make sense I would call, it would be explained and I would feel okay with that. Days or weeks later I would follow up on something or receive another communication that was unclear or appeared to contradict previous communications. Over time I gave up trying to make sense of things and I started to ignore things because it was too stressful and was, to me, an unsolvable riddle.\n16. I was given conflicting information when calling customer service. I was told that forbearance could not be back dated yet it often was backdated. Also, I was told that all loans could be addressed by calling XXXX and told that I needed to call Dept of Ed to address those loans. However I used the XXXX number almost exclusively and received applicable letter and email communications from both Navient & Navient Dept of Ed. I was given XXXX phone number to call the Department of Education however I dont know if the number connects me to the actual Department of Education or the Navient Dept of Ed loan servicing? If Navient services Dept of Ed loans why would I have been sent to the actual Dept of Ed? If I was referring to a different department within Navient why couldnt they manage all loans?\n17. The amount of mail and emails overwhelming with a sinking feeling every time I received something. \nCommunication via USPS which is safer for me with provable documentation is not encouragedDont know if letter received 18. Vague letter stating that my payments have changed because of one or more of the following : and then lists eight possibilities. Doesnt the consumer deserve more information? Why does the consumer have to do the work to figure out why they changed something? I should not be expected to figure it out, they get paid to keep track of that info.\n19. Deferment & forbearance plans overlap and still got late notices. I was told that I could address all loans at the one SallieMae number and told that I could not. I was told that one application for deferment and forbearance applies to both loan Federal and Dept of Ed and I was told that I needed to apply separately. \nDuring forbearance months I paid on some loan groups but now wonder if my account was charged accumulating interest on the entire loan. \nMany times I was not clearly or accurately informed of forbearance dates. \n20. My applications or renewal for IBR were not processed in a timely manner and I was forced to use forbearance months. IBRs not all 12 months as stated on letter XX/XX/XXXX","date_sent_to_company":"2017-09-28T18:11:48.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"55068","tags":null,"has_narrative":true,"complaint_id":"2687351","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2017-09-28T17:53:07.000Z","state":"MN","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I was told that forbearance could not be <em>back</em> dated yet it often was backdated. Also, I was told that all loans could be addressed by <em>calling</em> XXXX and told that I needed to <em>call</em> Dept of Ed to address those loans. However I used the XXXX number almost exclusively and received applicable letter and email communications from both Navient & Navient Dept of Ed."]},"sort":[10.470412,"2687351"]},{"_index":"complaint-public-v1","_id":"3373929","_score":10.14138,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2019 I found the same rental scammers that scammed me on XX/XX/2019. I contact XXXX XXXX on XXXX in XXXX XXXX XXXX University Off-Campus Housing. \nXX/XX/2019 XXXX XXXX emailed me a lease that is identical to rental scam on XX/XX/2019. XXXX XXXX messaged me to deposit {$1500.00} into her Bank of America account. I called Bank of America about the rental scammers using Bank Of America banking institution as away to scam people in order to send money to XXXX. The representative was not interested in taking my information. I am requesting that Bank of America investigates this account, close the account and report their findings to the local police of the account holder. \nThe account information is below : Bank of America account no:XXXX. \nAct name : XXXX XXXX. \nRouting number XXXX XX/XX/2019 Parties involved : XXXX XXXX Bank address : XXXX XXXX, XXXX XXXX XXXX   XXXX Account Holder Name : XXXX XXXX XXXX XXXX : Account number :XXXX Routing :XXXX Home Address:XXXX  XXXX XXXX XXXX, XXXX XXXX XXXX XXXX   Rental Property XXXX XXXX XXXX, XXXX, XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XX/XX/2019 I saw a rental listing that was identical to the scam rental I was a victim to on XX/XX/2019. I contacted XXXX XXXX XXXX regarding the rental. XXXX emailed me an identical lease as to the one that was sent on XX/XX/2019 for the rental scam. \n\nXX/XX/2019 XXXX requested a {$1700.00} deposit via bank wire to Name : XXXX XXXX Account number :XXXX Routing :XXXX  XXXX XXXX Bank address : XXXX XXXX, XXXX XXXX XXXX XXXX Home Address:XXXX XXXX   XXXX XXXX, XXXX XXXX XXXX XXXX XXXXXXXX : XXXX XXXX Account number :XXXX Routing :XXXX XXXX XXXX. \nI called XXXX XXXX to notify them of the fraud. I talked to XXXX in the fraud that said he will message the wire fraud department. I offered the police report and informed them that a team of individuals are committing fraud. XXXX was not interested in getting the information. I contacted XXXX   police ( XXXX ) XXXX and they were not interested in taking the report. As a matter of fact, no police station cares about these rental scams. Not the XXXX, XXXX police and XXXX. Thats why these criminals can scam over {$20000.00} a month to Americans. \nThese individuals are using US banks having Americans wire money to XXXX as rental scams. \nI want XXXX XXXX  to investigate these accounts to help stop the fraud. \n\nXX/XX/2019 XXXX XXXX ( XXXX ) XXXX XXXX case number Case # XXXX Parties Involved : XXXX XXXX XXXX XXXX XXXX BANK ADDRESS:XXXX  XXXX XXXX, XXXX , XXXX XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX XXXX XXXX : XXXX XXXX XXXX Resident Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX  XXXX XXXX XXXX # XXXX ( XXXX ) XXXX XXXX XXXX Headquarters XXXX XXXX XXXX , XXXX XXXX , XXXX XXXX XXXX Wire Department XXXX ( XXXX ) XXXX XXXX Fraud Department XXXX ( XXXX ) XXXX XXXX Headquarters XXXX XXXX XXXX XXXX   XXXX , XXXX XXXX Chain of Events : XX/XX/2019 my daughter XXXX XXXX began communications with XXXX XXXX XXXX on XXXX . XXXX XXXX XXXX had an ad on XXXX for an apartment. The rental was for {$850.00} a month on XXXX XXXX XXXX, XXXX, XXXX. XXXX lives at XXXX XXXX XXXX, XXXX XXXX, XXXX  XXXX. XXXX was looking for a rental in XXXX XXXX, because she is attending XXXX XXXX XXXX. XXXX XXXX XXXX gave XXXX +XXXX  ( XXXX ) XXXX as XXXX number to call and text. XXXX sent a XXXX message a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, XXXX, and that XXXX XXXX XXXX was the owner of the complex. This was proof for XXXX that this rental was not a scam. \n\nXX/XX/2019 XXXX told XXXX inorder to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit XXXX ACCOUNT INFO ACCOUNT NAME : XXXX XXXX BANK  ADDRESS:XXXX XXXX XXXX, XXXX , XXXX XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX. \nI wire {$1600.00} minus the wire fee of the {$1700.00} to the above account to hold the apartment in XXXX XXXX on XX/XX/2019, because my daughter told me that the rental was checked out by her. I wired the monies to the above account for the apartment. I text XXXX a copy of the bank wire receipts. I text XXXX XXXX XXXX asking for a copy of the receipt. XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. \nOn XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. \nOn XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, XXXX. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did I learn when we arrived to the location, that the apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX representative informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX police station and filed a police report. Office XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. XXXX XXXX Police Department Police Headquarters, Report Management Section, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX. After, I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact XXXX their fraud department, and the department was closed.I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I informed XXXX of the fraudulent transaction, the representative said she will email the wire department, but I must contact my bank to start the wire recall. \nOn XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. I contacted XXXX fraud department and they referred me to call the wire department. There was nothing that the fraud department could do to help me but freeze my accounts. The XXXX wire department was closed till Monday. The wire department business hours are Monday to Friday from XXXX to XXXX. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I told a representative at XXXX I had a police report number, the representative said they can only accept it from the police department and/or XXXX. \nXX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX profile picture was liked by 3 people who are located in XXXX. Those individuals XXXX XXXX, XXXX, and XXXX XXXX are living in XXXX. I believe they are involved with the rental scam. I researched XXXX XXXX their agent for service is also XXXX, whom is living in XXXX. The agent for service for XXXX XXXX is XXXX XXXX located XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX. XXXX XXXX is still active. I have XXXX pictures, names and profiles of all parties involved. I have the XXXX  Tax ID for XXXX XXXX. I learn that XXXX doesnt have a bank in XXXX. My research on rental scams work by having individuals in the US pick up the money, keep a percentage and wire the rest to XXXX. I contacted the wire department XXXX ( XXXX ) XXXX. The representative from the wire department informed me, that in 24 to 48 hrs they would process the bank wire recall. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XXXX representative said they will need a Hold Harmless letter from XXXX. \nXX/XX/2019 I contacted the wire department and there was no update. I informed the XXXX Wire department that XXXX is going to request a Hold Harmless Letter. The representative informed me not to worry they will take care of it, they know what they are doing and its still being processed. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I contacted the XXXX wire department. A representative told me, Im ma'am but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate the case their investigators because XXXX is requesting a Hold Harmless letter. XXXX said, It doesnt seem like they want to return the money. I informed XXXX that the account was still open and the funds are in the account. XXXX said an investigator will call me within 24 to 48hrs. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I called XXXX wire department to inform them that I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I offered the police report number to XXXX, but they refused. No update from XXXX wire department on when the investigator will call me. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank ( XXXX ). She reports that XXXX closed their accounts. I reported the incident to the FBI. \nI had a missed call at XXXX, ( which is outside normal business hours ). I called back the number, which was the same as the XXXX wire department. I called back XXXX wire department. The representative said that was nothing he can do to help me connect with the investigator that tried to call me. I requested to be transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back with an update. XXXX did not call back. When I called back at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on many times by representatives, when I was calling the XXXX wire department to follow up with the investigators. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXXXX XXXX XXXX weekend all offices were closed. \nXX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to Chase bank XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX ( XXXX ) XXXX. I handed over everything I had printed out of screenshots from emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their emails. I gave him the wire department phone number and case number. He said he was really busy and will do it when he can. I return two hours later, XXXX said, he called and talked to the XXXX wire department and sent an internal tol the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. \nXX/XX/2019 I contacted XXXX wire department I was hung up on by an employee name XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts, and account number. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to XXXX bank letting them know that XXXX was working on this account. When I finally talked to XXXX, he informed me that he has received my documents. For me to go to my local banker for more information. \nXX/XX/2019 I called XXXX Wire Department for 3 hours. XXXX kept refusing to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four more hours of calling the XXXX wire department, I finally talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call XXXX in tears. I was transferred to XXXX wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said, Yes, I can! I told XXXX that I had everything except the police report that it takes weeks or days for XXXX  police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called XXXX wire department, it took three hours before I could talk to someone without hanging up on me. I informed the XXXX wire representatives about what XXXX from XXXX told me, and the representatives said repeatedly that the Hold Harmless was denied.. The representatives from XXXX wire department kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX, who I informed what XXXX told me. XXXX said we will do another recall that day. XXXX said, but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department. XXXX called back and said it looks like XXXX doesnt want to give you back your money, XXXX told him that they did 3 to 4 wire recalls on this account. I informed everyone the account at XXXX for XXXX XXXX was still open and the funds are still there. \nXX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the XXXX wire department keeps sending me back to him. He said someone should be calling me by Tuesday. I called XXXX Wire department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the XXXX wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the XXXX wire department. XXXX said no bank recall was done, in fact only one recall that was done on this account. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX said he sent an email to XXXX requesting the money to be returned without a Hold Harmless Letter. I talked to XXXX they informed me that only one bank wire recall was done. When they ask for the Hold Harmless letter, they thought the wire recall was abandoned because XXXX did not respond to their request. Again the representatives from the XXXX wire department lied to me. \nXX/XX/2019 at XXXX XXXX from XXXX Executive department called me that they received my my complaint from the FTC . I would get a response in 15 days. I requested that the documents I sent to XXXX to be forwarded to XXXX. XXXX said she will look into it and let me know if they can send the documents. XXXX did explain that a Hold Harmless letter states XXXX is not at fault for this transaction, that is why a Hold Harmless Letter is difficult for them to do for me. At XXXX I talked to XXXX from XXXX Wire Department. She said that there was no response from XXXX regarding XXXX email to them. She said that another wire recall will not be completed because it will cause them to create another case. I called XXXX wire department and talked to XXXX. She said since Im not a XXXX client she cant take any information from me. \nXX/XX/2019 XXXX I talked to XXXX from XXXX Wire Department. XXXX said that the Hold Harmless letter was denied. ( Which I did not ask about ). XXXX  said that the email was sent from XXXX to XXXX XX/XX/2019 at XXXX. She said that XXXX replied XX/XX/2019 at XXXX that the request requires a Hold Harmless letter. When I repeated what XXXX said, XXXX began to say she meant regarding the Executive investigation. However, I was very clear about what I was talking about and what email I was referring to in my phone conversation. This is my biggest issue with XXXX is the poor communication. I feel that both of the banks are lying to me and do not care because its not their money. At XXXX I got a call from XXXX Executive department that they received my complaint from FTC , the individual said XXXX XXXX is assigned to my case. I will get a response in 15 days. \nMy complaint with XXXX is their unwillingness to investigate the fraud. Its extremely unethical to allow someone to use XXXX as a means to commit fraud. \nMy complaint is that XXXX is not doing to due diligence in helping me. XXXX wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to XXXX because their intentions are to punish my family and I for being scammed. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughters college tuition. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every penny we need for her college education. XXXX wire department is destroying lives for people of XXXX. Please help me. \n\nThank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX","date_sent_to_company":"2019-09-13T22:19:21.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"91744","tags":null,"has_narrative":true,"complaint_id":"3373929","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2019-09-13T22:11:02.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX said he will email them about <em>calling</em> me <em>back</em> within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would <em>call</em> me <em>back</em> with an update. XXXX did not <em>call</em> <em>back</em>. When I <em>called</em> <em>back</em> at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on <em>many</em> <em>times</em> by representatives, when I was <em>calling</em> the XXXX wire department to follow up with the investigators."]},"sort":[10.14138,"3373929"]},{"_index":"complaint-public-v1","_id":"3980728","_score":10.031218,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"SUBJECT : KILLING  CONTRACT DUE TO UNPROFESSIONALISM OF SERVICES ; In the year XXXX, I bought a used XXXX  SUV/Car XXXX XXXX XXXX from XXXX XXXX XXXX in XXXX Wisconsin, ( Biggest Mistake Ever Made to my Demise ), They use the load business called \" Credit Acceptance '' which supposedly gives consumers or first time buyers with low credit a option to purchase a vehicle. The car was priced according to the salesman at XXXX by the time financing went through tax and license and all that gumbo, the total in all averaged out to XXXX at the payments of XXXX per month. \nI only fell back once in XXXX due to hardships in job changing, after all that I managed to build myself back and continue my payments to this company monthly. \n\nTHE ISSUE OF TIME FRAMES : I XXXX XXXX XXXX  for a living, you know those XXXX XXXX XXXX with XXXX XXXX, not your XXXX  lil XXXX 's, this job is high demand and requires reliable XXXX to XXXX  XXXX  to customers, my daily work week is anywhere from 8 to 10 sometimes 12 hours of XXXX, back to back XXXX, i get one 30 minute break in-between XXXX  which is to give me time to eat and rest before finishing out my other 8 hours or more XXXX  time. By the end of the day it can be XXXX or XXXX XXXX  depending on schedules when im to shut down by federal law for 10 hours before my time resets for XXXX XXXX. This takes up allot of my time to get personal things done physically, so most time when i can i try to get my financial dealings by phone done when i can, it's a XXXX of a way to spend your 30 minutes but a necessity to to the demands needed and the jobs to get done! I am not going to throw my job or customer to the curb for any measly little business on the side, certainly not this one or any other. \n\nCAR REPAIRS STARTED 2 MOS AFTER PURCHASE : Within 2 months of having this vehicle, I had to replace the alternator which i was charged for by the dealership which was supposed to be covered under warranty, XXXX 6 months later after that I had to buy a brand new battery because the car was dead.. \nwhich is covered for a year by the manufacturer, my company ordered the battery for me which is deducted out of my paycheck, however within 8 months I needed another battery because that one died. \n\nNow mind you, i am paying this loan joke XXXX every month on time as said in contract, however the car began giving me engine problems, not to forget the fact, when this car was bought it had a fuel hose throat problem, you couldn't fill the car like you would normally, which usually takes 15 minutes to fill up a car depending on pump speed which is usually pretty quick, it would take me 30 minutes because the fuel would begin to pump but cut off midstream, i had to wait 5 minutes each time before beginning to pump again. This is what the dealership sold me was a complete lemon of problems, then the heater coils i found out were bad, couldn't defrost the windows, no heat would come out, AC worked great that's it, so to get the coils fixed and the fuel issue fixed that ran me approx XXXX that was in XXXX, then the engine went, some valve or gasket blew, another XXXX approx, all out of pocket expense while still paying credit acceptance XXXX each month, XXXX rolls around, now i have a window button problem for the drivers side, and the air in one of the tires is leaking, dont know which one as well as some fuel cap warning coming up on the dash board. Back in shop it goes, another XXXX bucks out of pocket, except for the tire leakage. XXXX XXXX would of charged me a XXXX allot more using the excuse my warranty wouldn't cover these things, so i went to another recommended mechanic who even though was pricey but fair, they did the job right the first time! The only regret I had was the dealership never bothered to really check this used car before putting it on the lot to sell, they just bought it from another sales place and went with what ever info of ownership was on the paper work, the car isnt even worth XXXX period, these cars or suvs value when they were in manufacturing roughly under XXXX, XXXX / XXXX stopped making them due to the recalls of problems people had with them, various different issues. \n\nNow here comes battery number 3 just 1 month over the year warranty of the other 2 and i had too buy another new battery. \n\nBy this time, According to Credit Acceptance, my balance from XXXX grand is now XXXX, XXXX pay off, but heres where it gets down right XXXX  ... \nEach time i had to call these people for an adjustment over the phone from their reps they claimed are so highly trained properly ( cough ) i was met with ignorance, XXXX  and XXXX behavior enough to get me to begin screaming at them as they wasted my time, I dont know how many times i have told this joke of a place, I dont have time to call you when you snap your fingers asking me to jump buildings at your demands, nor do i have to explain to you my personal routines so you can come up with ideas to XXXX me over cause you got a issue you dont make good money where you work, that's not my XXXX problem! \nThey have a website where you can schedule a payment ahead of time which i have used many times because i cant call this payment in every XXXX day of each month, so i make arrangements for it to be scheduled for these dates or earlier, course this loan place will drag its feet collecting the funds tying me up to move forward to pay other bills. \n\nWell the killer of this was over the XXXX weekend ... I knew my schedules with work were going to be pushed as the holidays were rolling in so was high demands of getting XXXX and such XXXX, I was going to be too busy to be bothered making calls, and it being the holidays most places would be closed. I get paid every Thursday  per week, I made an arrangement on their site to pay this time XXXX on the XXXX of XXXX, however our pay period let us know we would be getting paid a day early. So Since i was at a customer on XX/XX/XXXX, and had to make a fast call to CA asking them if they could cancel the XXXX schedule and use the XXXX schedule to make the payment as the banks would be closed etc, i was met with a XXXX lazy rep who had nerve to tell me, you can do this yourself online! Oh that did it! I hit the roof, again here i am explaining to another XXXX i dont have the time to change anything online, that is why i am calling, can you just cancel the XXXX scheduled XXXX and use it for the XXXX? how hard is it to grasp this? She said fine, or so i thought it was fine, I proceeded to make the XXXX payment, paid their XXXX  merchant fees of paymentaus, and ended the call. 2 hours later i checked my bank and saw i had roughly XXXX around there left in balance after the car payment went through, so i took the opportunity to pay some other bills in advance to avoid late fees etc, and calculated it down to a T, leaving me enough to use while over XXXX XXXX til next payday. \n\nCOVID 19 EXCUSES This pandemic i know has made it hard to many to work, some dont have any work others are forced to work from home, credit acceptance is one of those who have their reps work from home. I have heard the excuse due to this covid 19, people make mistakes, XXXX! Thats as lame as a student telling the teacher the dog ate their homework. \n\nWell here comes the XXXX, and i check my bank account, and to my horror i am now negative XXXX! I am like what the XXXX happened? The transactions didnt begin coming through til later that day around XXXX XXXX, thats when i noticed the first XXXX to Credit acceptance was pending long with others that were minor and i was puzzled, in the next hour more transactions pending began to appear, and bamn there it was, the rep didnt bother to cancel the XXXX payment and it too was pending i was hitting the roof, i went into my stock account immediately and liquidated all my stock trying to come up with the funds to transfer into my account to cover the negative before my bank would hit me with NFS fees of XXXX a pop, but found i couldn't transfer anything cause it was a newly bought stock and needed tme to accumulate, so this now put me in probation mode for 30 days meaning i couldn't touch anything for 3 months! Thats when i really hit the roof! \n\nXX/XX/XXXX, - my balance in my bank is now negative XXXX! so I called my bank and filed a dispute to have that loan company reverse the charges and then i called the loan place and chewed out another rep and told her, if that money isnt reversed within 24 hours im reporting this as theft! she told me i could of left the scheduled payment as is and the money would of been retrieved the next working business day, and i told her how in the XXXX am i to know that? and what makes you people think i can jump on a computer and cancel when XXXX XXXX an XXXX XXXX  all day long? its time consuming and now you people have put me in a XXXX of a situation. I cant have this, since XXXX i have been haggled by you people trying to make adjustments i have tried to be pleasant only to end up screaming at you all because you ask all these XXXX questions like im in some XXXX deposition for court! I dont have time to be held up while you all sit on your butts doing nothing at home blaming covid 19 for your hangups! GET REAL! \n\nAS of TODAY XX/XX/XXXX, i am now negative XXXX! \nThe repairs on this car shouldn't of had to happen, the cost of this car over its value was a sham, and now im dealing with amateurs who shouldn't be running this frat at all. I reported it to the Michigan XXXX  where this company apparently is based out of, and told them I am killing  the contract, i dont want the car,, i dont need to do business with XXXX, i will be contacting the creditor bureaus explaining the deflect of my decision cause i know just like with XXXX  XXXX, these people are going to throw a coniption fit and spew allot of negative remarks on my credit report. Frankly i dont give a XXXX because i am just going to save up all i can and buy my next car BRAND NEW STRAIGHT OUT so i dont have to deal with loan sharks anymore. \n\nSo if you CPFB feel this poor babies are being bullied by me in such a hateful manner after the sham they just pulled, how about i contact XXXX XXXX investigation report and have them air it online? Because the reviews i have read about this loan shark are not very good in fact they have done more damage then good for a person.","date_sent_to_company":"2020-11-30T12:31:13.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"454XX","tags":null,"has_narrative":true,"complaint_id":"3980728","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CREDIT ACCEPTANCE CORPORATION","date_received":"2020-11-30T10:58:41.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees charged"},"highlight":{"complaint_what_happened":["They have a website where you can schedule a payment ahead of time which i have used <em>many</em> <em>times</em> because i cant <em>call</em> this payment in every XXXX day of each month, so i make arrangements for it to be scheduled for these dates or earlier, course this loan place will drag its feet collecting the funds tying me up to move forward to pay other bills. \n\nWell the killer of this was over the XXXX <em>weekend</em> ..."]},"sort":[10.031218,"3980728"]},{"_index":"complaint-public-v1","_id":"3374220","_score":9.604698,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Parties involved : MoneyGram International , Inc. \nXXXX XXXX XXXX XXXX XXXX, TX XXXX United States Phone : XXXX Name : XXXX XXXX State : Alabama Zip code : XXXX XXXX XXXX XXXX XXXX, XXXX, AL XXXX, USA XXXX : XXXX XXXX XX/XX/2019 I found the same people that scam me on XX/XX/2019 on XXXX. The individual XXXX XXXX was posting for a rental on XXXX XXXX XXXX, XXXX, CA on XXXX XXXX XXXX XXXX State University Off Campus Housing. She sent me the identical lease as to the one sent on XX/XX/2019. XXXX requested that I send {$800.00} to XXXX XXXX in Alabama through MoneyGram. \nI talked XXXX from MoneyGram. He took my information but cant guarantee that a report or investigation will be made. He said he cant take the report, after all because I didnt send the money. \n\nI would like MoneyGram to report these individuals to the police and FBI. I would like my {$1600.00} back from when I was scammed on XX/XX/2019. I want MoneyGram allow consumers to report fraud to them without having to send money. \nXX/XX/2019 Parties involved : XXXX XXXX Bank address : XXXX XXXX, XXXX XXXX FL XXXX Account Holder Name : XXXX XXXX XXXX XXXX : Account number XXXX Routing XXXX Home Address:XXXX XXXX XXXX XXXX, XXXX XXXX XXXX FL Rental Property XXXX XXXX XXXX, XXXX, CA Website : XXXX XXXX XXXX XXXX XXXX XX/XX/2019 I saw a rental listing that was identical to the scam rental I was a victim to on XX/XX/2019. I contacted XXXX XXXX XXXX regarding the rental. XXXX emailed me an identical lease as to the one that was sent on XX/XX/2019 for the rental scam. \n\nXX/XX/2019 XXXX requested a {$1700.00} deposit via bank wire to Name : XXXX XXXX Account number XXXX Routing XXXX XXXX XXXX Bank address : XXXX XXXX, XXXX XXXX FL XXXX Home Address:XXXX XXXX XXXX XXXX, XXXX XXXX XXXX FL Name : XXXX XXXX Account number :XXXX Routing :XXXX  XXXX XXXX. \nI called XXXX XXXX to notify them of the fraud. I talked to XXXX in the fraud that said he will message the wire fraud department. I offered the police report and informed them that a team of individuals are committing fraud. XXXX was not interested in getting the information. I contacted Florida police ( XXXX ) XXXX and they were not interested in taking the report. As a matter of fact, no police station cares about these rental scams. Not the XXXX, Maryland police and Florida. Thats why these criminals can scam over {$20000.00} a month to Americans. \nThese individuals are using US banks having Americans wire money to XXXX as rental scams. \nI want XXXX XXXX to investigate these accounts to help stop the fraud. \nOn XX/XX/2019 I found the same rental scammers that scammed me on XX/XX/2019. I contact XXXX XXXX on XXXX in XXXX XXXX State University Off-Campus Housing. \nXX/XX/2019 XXXX XXXX emailed me a lease that is identical to rental scam on XX/XX/2019. XXXX XXXX messaged me to deposit {$1500.00} into her XXXX XXXX XXXX account. I called XXXX XXXX XXXX about the rental scammers using XXXX  XXXX XXXX banking institution as away to scam people in order to send money to XXXX. The representative was not interested in taking my information. I am requesting that XXXX XXXX XXXX investigates this account, close the account and report their findings to the local police of the account holder. \nThe account information is below : XXXX  XXXX XXXX account no:XXXX. \nAct name : XXXX XXXX. \nRouting number XXXX XX/XX/2019 XXXX XXXX ( XXXX ) XXXX XXXX case number Case # XXXX Parties Involved : XXXX XXXX XXXX XXXX XXXX XXXX  ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Resident Agent XXXX   XXXX XXXX XXXX XXXX XXXX XXXX , MD XXXX XXXX phone # XXXX ( XXXX ) XXXX XXXX XXXX Headquarters XXXX XXXX XXXX XXXX XXXX XXXX , Georgia XXXX XXXX Wire Department XXXX ( XXXX ) XXXX XXXX Fraud Department XXXX ( XXXX ) XXXX XXXX Headquarters XXXX XXXX XXXX XXXX XXXX   , NY XXXX Chain of Events : XX/XX/2019 my daughter XXXX XXXX began communications with XXXX XXXX XXXX on XXXX . XXXX XXXX XXXX had an ad on XXXX for an apartment. The rental was for {$850.00} a month on XXXX XXXX XXXX, XXXX, CA. XXXX lives at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. XXXX was looking for a rental in XXXX XXXX, because she is attending XXXX XXXX XXXX. XXXX XXXX XXXX gave XXXX XXXX ( XXXX XXXX XXXX as XXXX  number to call and text. XXXX sent a XXXX message a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, CA, and that XXXX XXXX XXXX was the owner of the complex. This was proof for XXXX that this rental was not a scam. \n\nXX/XX/2019 XXXX told XXXX inorder to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit XXXX ACCOUNT INFO ACCOUNT NAME : XXXX XXXX XXXX ADDRESS:1704 XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX md XXXX. \nI wire {$1600.00} minus the wire fee of the {$1700.00} to the above account to hold the apartment in XXXX XXXX on XX/XX/2019, because my daughter told me that the rental was checked out by her. I wired the monies to the above account for the apartment. I text XXXX a copy of the bank wire receipts. I text XXXX XXXX XXXX asking for a copy of the receipt. XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. \nOn XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. \nOn XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, CA. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did I learn when we arrived to the location, that the apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX representative informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX police station and filed a police report. Office XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. XXXX XXXX Police Department Police Headquarters, Report Management Section,  XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX. After, I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact XXXX their fraud department, and the department was closed.I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I informed XXXX of the fraudulent transaction, the representative said she will email the wire department, but I must contact my bank to start the wire recall. \nOn XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. I contacted XXXX fraud department and they referred me to call the wire department. There was nothing that the fraud department could do to help me but freeze my accounts. The XXXX wire department was closed till Monday. The wire department business hours are Monday to Friday from XXXX to XXXX. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I told a representative at XXXX I had a police report number, the representative said they can only accept it from the police department and/or XXXX. \nXX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX profile picture was liked by 3 people who are located in XXXX. Those individuals XXXX XXXX, XXXX, and XXXX XXXX are living in XXXX. I believe they are involved with the rental scam. I researched XXXX XXXX their agent for service is also XXXX, whom is living in Maryland. The agent for service for XXXX XXXX is XXXX XXXX located XXXX XXXX XXXX XXXX XXXX, MD XXXX. XXXX XXXX is still active. I have XXXX pictures, names and profiles of all parties involved. I have the Maryland Tax ID for XXXX XXXX. I learn that XXXX doesnt have a bank in XXXX. My research on rental scams work by having individuals in the US pick up the money, keep a percentage and wire the rest to XXXX. I contacted the wire department XXXX ( XXXX ) XXXX. The representative from the wire department informed me, that in 24 to 48 hrs they would process the bank wire recall. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XXXX representative said they will need a Hold Harmless letter from XXXX. \nXX/XX/2019 I contacted the wire department and there was no update. I informed the XXXX Wire department that XXXX is going to request a Hold Harmless Letter. The representative informed me not to worry they will take care of it, they know what they are doing and its still being processed. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I contacted the XXXX wire department. A representative told me, Im ma'am but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate the case their investigators because XXXX is requesting a Hold Harmless letter. XXXX said, It doesnt seem like they want to return the money. I informed XXXX that the account was still open and the funds are in the account. XXXX said an investigator will call me within 24 to 48hrs. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I called XXXX wire department to inform them that I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I offered the police report number to XXXX, but they refused. No update from XXXX wire department on when the investigator will call me. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank ( XXXX ). She reports that XXXX closed their accounts. I reported the incident to the FBI. \nI had a missed call at XXXX, ( which is outside normal business hours ). I called back the number, which was the same as the XXXX wire department. I called back XXXX wire department. The representative said that was nothing he can do to help me connect with the investigator that tried to call me. I requested to be transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back with an update. XXXX did not call back. When I called back at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on many times by representatives, when I was calling the XXXX wire department to follow up with the investigators. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXXXX XXXX XXXX weekend all offices were closed. \nXX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. I handed over everything I had printed out of screenshots from emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their emails. I gave him the wire department phone number and case number. He said he was really busy and will do it when he can. I return two hours later, XXXX said, he called and talked to the XXXX wire department and sent an internal tol the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. \nXX/XX/2019 I contacted XXXX wire department I was hung up on by an employee name XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts, and account number. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to XXXX XXXX   letting them know that XXXX was working on this account. When I finally talked to XXXX, he informed me that he has received my documents. For me to go to my local banker for more information. \nXX/XX/2019 I called XXXX Wire Department for 3 hours. XXXX kept refusing to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four more hours of calling the XXXX wire department, I finally talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call XXXX in tears. I was transferred to XXXX wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said, Yes, I can! I told XXXX that I had everything except the police report that it takes weeks or days for XXXX  police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called XXXX wire department, it took three hours before I could talk to someone without hanging up on me. I informed the XXXX wire representatives about what XXXX from XXXX told me, and the representatives said repeatedly that the Hold Harmless was denied.. The representatives from XXXX wire department kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX, who I informed what XXXX told me. XXXX said we will do another recall that day. XXXX said, but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department. XXXX called back and said it looks like XXXX doesnt want to give you back your money, XXXX told him that they did 3 to 4 wire recalls on this account. I informed everyone the account at XXXX for XXXX XXXX was still open and the funds are still there. \nXX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the XXXX wire department keeps sending me back to him. He said someone should be calling me by Tuesday. I called XXXX Wire department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the XXXX wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the XXXX wire department. XXXX said no bank recall was done, in fact only one recall that was done on this account. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX said he sent an email to XXXX requesting the money to be returned without a Hold Harmless Letter. I talked to XXXX they informed me that only one bank wire recall was done. When they ask for the Hold Harmless letter, they thought the wire recall was abandoned because XXXX did not respond to their request. Again the representatives from the XXXX wire department lied to me. \nXX/XX/2019 at XXXX XXXX from Chase Executive department called me that they received my my complaint from the FTC . I would get a response in 15 days. I requested that the documents I sent to XXXX to be forwarded to XXXX. XXXX said she will look into it and let me know if they can send the documents. XXXX did explain that a Hold Harmless letter states XXXX is not at fault for this transaction, that is why a Hold Harmless Letter is  difficult for them to do for me. At XXXX I talked to XXXX from XXXX Wire Department. She said that there was no response from XXXX regarding XXXX email to them. She said that another wire recall will not be completed because it will cause them to create another case. I called XXXX wire department and talked to XXXX. She said since Im not a XXXX client she cant take any information from me. \nXX/XX/2019 XXXX I talked to XXXX from XXXX Wire Department. XXXX said that the Hold Harmless letter was denied. ( Which I did not ask about ). XXXX said that the email was sent from XXXX to XXXX XX/XX/2019 at XXXX. She said that XXXX replied XX/XX/2019 at XXXX that the request requires a Hold Harmless letter. When I repeated what XXXX said, XXXX began to say she meant regarding the Executive investigation. However, I was very clear about what I was talking about and what email I was referring to in my phone conversation. This is my biggest issue with XXXX is the poor communication. I feel that both of the banks are lying to me and do not care because its not their money. At XXXX I got a call from XXXX Executive department that they received my complaint from FTC , the individual said XXXX XXXX is assigned to my case. I will get a response in 15 days. \nMy complaint with XXXX is their unwillingness to investigate the fraud. Its extremely unethical to allow someone to use XXXX as a means to commit fraud. \nMy complaint is that XXXX is not doing to due diligence in helping me. XXXX wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to XXXX because their intentions are to punish my family and I for being scammed. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughters college tuition. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every penny we need for her college education. XXXX wire department is destroying lives for people of XXXX. Please help me. \n\nThank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX  XXXX, CA XXXX","date_sent_to_company":"2019-09-14T04:44:44.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"91744","tags":null,"has_narrative":true,"complaint_id":"3374220","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC","date_received":"2019-09-14T04:30:19.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX said he will email them about <em>calling</em> me <em>back</em> within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would <em>call</em> me <em>back</em> with an update. XXXX did not <em>call</em> <em>back</em>. When I <em>called</em> <em>back</em> at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on <em>many</em> <em>times</em> by representatives, when I was <em>calling</em> the XXXX wire department to follow up with the investigators."]},"sort":[9.604698,"3374220"]},{"_index":"complaint-public-v1","_id":"3374243","_score":9.595147,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/2019 Parties Involved Zelle XXXX XXXX XXXX I was a victim of a rental scam. Since I was scammed I have been following the group of XXXX doing the rental scams on XXXX. They make fake XXXX accounts. These accounts are normal made a few days in advance, with no friends but a few XXXX liking the picture. All the XXXX in this group of scammers are all from the same tribe. They have people in the US able to collect the money and wire it to XXXX. I I recognize the posting and pictures from the rental ads from when I was scammed. \nA XXXX XXXX gave me a zelle email XXXX. She wanted me to send her {$800.00} for an apartment. The same apartment address that I was scammed for on XX/XX/2019. XXXX XXXX XXXX, XXXX, CA. No one from Zelle would take the report. \n\nI would like Zelle to investigate the Zelle account for XXXX. I would like Zelle to report their findings to the local police for the account holder and FBI. I would like Zelle to shut that account down so that no one else gets scammed. \nXX/XX/2019 Parties involved : XXXX XXXX  Bank address : XXXX XXXX, XXXX XXXX FL XXXX Account Holder Name : XXXX XXXX XXXX XXXX  : Account number XXXX Routing :XXXX Home Address:XXXX  XXXX  XXXX XXXX, XXXX XXXX XXXX FL Rental Property XXXX XXXX XXXX, XXXX, CA XXXX : XXXX XXXX XXXX XXXX XXXX   XX/XX/2019 I saw a rental listing that was identical to the scam rental I was a victim to on XX/XX/2019. I contacted XXXX XXXX XXXX regarding the rental. XXXX emailed me an identical lease as to the one that was sent on XX/XX/2019 for the rental scam. \n\nXX/XX/2019 XXXX requested a {$1700.00} deposit via bank wire to Name : XXXX XXXX Account number :XXXX Routing XXXX XXXX XXXX  Bank address : XXXX XXXX, XXXX XXXX FL XXXX Home Address:XXXX XXXX XXXX XXXX, XXXX XXXX XXXX FL XXXX : XXXX XXXX Account number :XXXX Routing :XXXX XXXX XXXX. \nI called XXXX XXXX to notify them of the fraud. I talked to XXXX in the fraud that said he will message the wire fraud department. I offered the police report and informed them that a team of individuals are committing fraud. XXXX was not interested in getting the information. I contacted Florida police ( XXXX ) XXXX and they were not interested in taking the report. As a matter of fact, no police station cares about these rental scams. Not the XXXX, Maryland police and Florida. Thats why these criminals can scam over {$20000.00} a month to Americans. \nThese individuals are using US banks having Americans wire money to XXXX as rental scams. \nI want XXXX XXXX  to investigate these accounts to help stop the fraud. \nOn XX/XX/2019 I found the same rental scammers that scammed me on XX/XX/2019. I contact XXXX XXXX on XXXX in XXXX XXXX XXXX XXXX XXXX XXXX \nXX/XX/2019 XXXX XXXX emailed me a lease that is identical to rental scam on XX/XX/2019. XXXX XXXX messaged me to deposit {$1500.00} into her XXXX XXXX XXXX account. I called XXXX XXXX XXXX about the rental scammers using XXXX XXXX XXXX banking institution as away to scam people in order to send money to XXXX. The representative was not interested in taking my information. I am requesting that XXXX XXXX XXXX investigates this account, close the account and report their findings to the local police of the account holder. \nThe account information is below : XXXX XXXX XXXX account no:XXXX. \nAct name : XXXX XXXX. \nRouting number XXXX Parties involved : XXXX XXXX XXXX XXXX. \nXXXX XXXX XXXX XXXX XXXX, TX XXXX United States Phone : XXXX Name : XXXX XXXX XXXX : Alabama Zip code : XXXX XXXX XXXX XXXX XXXX, XXXX, AL XXXX, USA XXXX : XXXX XXXX XX/XX/2019 I found the same people that scam me on XX/XX/2019 on XXXX. The individual XXXX XXXX was posting for a rental on XXXX XXXX XXXX, XXXX, CA on XXXX group XXXX XXXX XXXX XXXX XXXX XXXX XXXX. She sent me the identical lease as to the one sent on XX/XX/2019. XXXX requested that I send {$800.00} to XXXX XXXX in Alabama through XXXX. \nI talked XXXX from XXXX. He took my information but cant guarantee that a report or investigation will be made. He said he cant take the report, after all because I didnt send the money. \n\nI would like XXXX to report these individuals to the police and FBI. I would like my {$1600.00} back from when I was scammed on XX/XX/2019. I want XXXX allow consumers to report fraud to them without having to send money. \n\n\n\nXX/XX/2019 XXXX XXXX ( XXXX ) XXXX XXXX case number Case # XXXX Parties Involved : XXXX XXXX XXXX XXXX XXXX BANK ADDRESSXXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX XXXX Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX , MD XXXX XXXX phone # XXXX ( XXXX ) XXXX XXXX  XXXX  Headquarters XXXX XXXX XXXX , XXXX XXXX , Georgia XXXX XXXX Wire Department XXXX ( XXXX ) XXXX XXXX XXXX Department XXXX ( XXXX ) XXXX XXXX Headquarters XXXX XXXX XXXX XXXX XXXX , NY XXXX Chain of Events : XX/XX/2019 my daughter XXXX XXXX began communications with XXXX XXXX XXXX on XXXX . XXXX XXXX XXXX had an ad on XXXX for an apartment. The rental was for {$850.00} a month on XXXX XXXX XXXX, XXXX, CA. XXXX lives at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. XXXX was looking for a rental in XXXX XXXX, because she is attending XXXX XXXX XXXX. XXXX XXXX XXXX gave XXXX XXXX ( XXXX ) XXXX as Janets number to call and text. XXXX sent a XXXX message a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, CA, and that XXXX XXXX XXXX was the owner of the complex. This was proof for XXXX that this rental was not a scam. \n\nXX/XX/2019 XXXX told XXXX inorder to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit XXXX ACCOUNT INFO ACCOUNT NAME : XXXX XXXX BANK ADDRESS:XXXX  XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX md XXXX. \nI wire {$1600.00} minus the wire fee of the {$1700.00} to the above account to hold the apartment in XXXX XXXX on XX/XX/2019, because my daughter told me that the rental was checked out by her. I wired the monies to the above account for the apartment. I text XXXX a copy of the bank wire receipts. I text XXXX XXXX XXXX asking for a copy of the receipt. XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. \nOn XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. \nOn XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, CA. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did I learn when we arrived to the location, that the apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX representative informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX  police station and filed a police report. XXXX XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. XXXX XXXX Police Department Police Headquarters, Report Management Section, XXXX XXXX XXXX, XXXX XXXXr, XXXX XXXX, CA XXXX. After, I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact XXXX their fraud department, and the department was closed.I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I informed XXXX of the fraudulent transaction, the representative said she will email the wire department, but I must contact my bank to start the wire recall. \nOn XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. I contacted XXXX fraud department and they referred me to call the wire department. There was nothing that the fraud department could do to help me but freeze my accounts. The XXXX wire department was closed till Monday. The wire department business hours are Monday to Friday from XXXX to XXXX. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I told a representative at XXXX I had a police report number, the representative said they can only accept it from the police department and/or XXXX. \nXX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX profile picture was liked by 3 people who are located in XXXX. Those individuals XXXX XXXX, XXXX, and XXXX XXXX are living in XXXX. I believe they are involved with the rental scam. I researched XXXX XXXX their agent for service is also XXXX, whom is living in Maryland. The agent for service for XXXX XXXX is XXXX XXXX located XXXX XXXX XXXX XXXX XXXX, MD XXXX. XXXX XXXX is still active. I have XXXX pictures, names and profiles of all parties involved. I have the Maryland Tax ID for XXXX XXXX. I learn that XXXX doesnt have a bank in XXXX. My research on rental scams work by having individuals in the US pick up the money, keep a percentage and wire the rest to XXXX. I contacted the wire department XXXX ( XXXX ) XXXX. The representative from the wire department informed me, that in 24 to 48 hrs they would process the bank wire recall. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XXXX representative said they will need a Hold Harmless letter from XXXX. \nXX/XX/2019 I contacted the wire department and there was no update. I informed the XXXX Wire department that XXXX is going to request a Hold Harmless Letter. The representative informed me not to worry they will take care of it, they know what they are doing and its still being processed. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I contacted the XXXX wire department. A representative told me, Im ma'am but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate the case their investigators because XXXX is requesting a Hold Harmless letter. XXXX said, It doesnt seem like they want to return the money. I informed XXXX that the account was still open and the funds are in the account. XXXX said an investigator will call me within 24 to 48hrs. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I called XXXX wire department to inform them that I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I offered the police report number to XXXX, but they refused. No update from XXXX wire department on when the investigator will call me. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank ( XXXX ). She reports that XXXX closed their accounts. I reported the incident to the FBI. \nI had a missed call at XXXX, ( which is outside normal business hours ). I called back the number, which was the same as the XXXX wire department. I called back XXXX wire department. The representative said that was nothing he can do to help me connect with the investigator that tried to call me. I requested to be transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back with an update. XXXX did not call back. When I called back at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on many times by representatives, when I was calling the XXXX wire department to follow up with the investigators. I talked to XXXX the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXXXX XXXX XXXX weekend all offices were closed. \nXX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to XXXX XXXX  XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. I handed over everything I had printed out of screenshots from emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their emails. I gave him the wire department phone number and case number. He said he was really busy and will do it when he can. I return two hours later, XXXX said, he called and talked to the XXXX wire department and sent an internal tol the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. \nXX/XX/2019 I contacted XXXX wire department I was hung up on by an employee name XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts, and account number. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to XXXX bank letting them know that XXXX was working on this account. When I finally talked to XXXX, he informed me that he has received my documents. For me to go to my local banker for more information. \nXX/XX/2019 I called XXXX Wire Department for 3 hours. XXXX kept refusing to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four more hours of calling the XXXX wire department, I finally talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call XXXX in tears. I was transferred to XXXX wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said, Yes, I can! I told XXXX that I had everything except the police report that it takes weeks or days for XXXX police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called XXXX wire department, it took three hours before I could talk to someone without hanging up on me. I informed the XXXX wire representatives about what XXXX from XXXX told me, and the representatives said repeatedly that the Hold Harmless was denied.. The representatives from XXXX wire department kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX, who I informed what XXXX told me. XXXX said we will do another recall that day. XXXX said, but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department. XXXX called back and said it looks like XXXX doesnt want to give you back your money, XXXX told him that they did 3 to 4 wire recalls on this account. I informed everyone the account at XXXX for XXXX XXXX was still open and the funds are still there. \nXX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the XXXX wire department keeps sending me back to him. He said someone should be calling me by Tuesday. I called XXXX Wire department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the XXXX wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the XXXX wire department. XXXX said no bank recall was done, in fact only one recall that was done on this account. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX said he sent an email to XXXX requesting the money to be returned without a Hold Harmless Letter. I talked to XXXX they informed me that only one bank wire recall was done. When they ask for the Hold Harmless letter, they thought the wire recall was abandoned because XXXX did not respond to their request. Again the representatives from the XXXX wire department lied to me. \nXX/XX/2019 at XXXX XXXX XXXX XXXX Executive department called me that they received my my complaint from the FTC XXXX I would get a response in 15 days. I requested that the documents I sent to XXXX to be forwarded to XXXX. XXXX said she will look into it and let me know if they can send the documents. XXXX did explain that a Hold Harmless letter states XXXX is not at fault for this transaction, that is why a Hold Harmless Letter is difficult for them to do for me. At XXXX I talked to XXXX from XXXX Wire Department. She said that there was no response from XXXX regarding XXXX email to them. She said that another wire recall will not be completed because it will cause them to create another case. I called XXXX wire department and talked to XXXX. She said since Im not a XXXX client she cant take any information from me. \nXX/XX/2019 XXXX I talked to XXXX from XXXX Wire Department. XXXX said that the Hold Harmless letter was denied. ( Which I did not ask about ). XXXX said that the email was sent from XXXX to XXXX XX/XX/2019 at XXXX. She said that XXXX replied XX/XX/2019 at XXXX that the request requires a Hold Harmless letter. When I repeated what XXXX said, XXXX began to say she meant regarding the Executive investigation. However, I was very clear about what I was talking about and what email I was referring to in my phone conversation. This is my biggest issue with XXXX is the poor communication. I feel that both of the banks are lying to me and do not care because its not their money. At XXXX I got a call from XXXX Executive department that they received my complaint from FTC , the individual said XXXX XXXX is assigned to my case. I will get a response in 15 days. \nMy complaint with XXXX is their unwillingness to investigate the fraud. Its extremely unethical to allow someone to use XXXX as a means to commit fraud. \nMy complaint is that XXXX is not doing to due diligence in helping me. XXXX wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to XXXX because their intentions are to punish my family and I for being scammed. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughters college tuition. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every penny we need for her college education. XXXX wire department is destroying lives for people of XXXX. Please help me. \n\nThank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX","date_sent_to_company":"2019-09-14T07:25:26.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"91744","tags":null,"has_narrative":true,"complaint_id":"3374243","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Early Warning Services, LLC","date_received":"2019-09-14T07:16:05.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX said he will email them about <em>calling</em> me <em>back</em> within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would <em>call</em> me <em>back</em> with an update. XXXX did not <em>call</em> <em>back</em>. When I <em>called</em> <em>back</em> at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on <em>many</em> <em>times</em> by representatives, when I was <em>calling</em> the XXXX wire department to follow up with the investigators."]},"sort":[9.595147,"3374243"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":29,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":29}]}},"product":{"doc_count":29,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Money transfer, virtual currency, or money service","doc_count":8,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":7},{"key":"Virtual currency","doc_count":1}]}},{"key":"Checking or savings account","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking 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