{"took":674,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":8,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6607483","_score":19.833694,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XX/XX/XXXX our payment to USAA Credit Card Services, which I thought was sent electronically from our account with XXXX, was not credited on the date I had indicated for payment. When the payment was a couple of days late, I contacted XXXX and was told USAA Credit Card Services had insisted a paper check be sent for payment. When contacting USAA Credit Card Services, I was told the payment had still not been received and was told I should have paid my bill another way such as having a prepaid account or paying through their web site. I explained I had been paying this bill via electronic transfer of funds for about 20 years without problems with payment always being on-time. I believe I made two calls prior to the payment being made to the account and was treated as being the problem on two separate occasions. I then asked to speak with a manager or customer service representative to discuss this concern. After speaking with a manager, I was told my concern would be forwarded to a Customer Service Advocate. I was contacted by XXXX in the USAA CEOs office who listened to my concerns regarding the insistence for a paper check from XXXX to the USAA Credit Card Service Division. He once again told me of the process with the third party vendor handling the payments and all of the other ways to pay my bill. I also informed him of my past experience with electronic transfer which had been flawless and that I pay our auto, home owners insurance, and all other insurance with USAA via electronic transfer without any problem. He did not comment on that. I live in an area where there are documented concerns with the ability of USPS to provide timely service and had been informed by a business colleague the XXXX XXXX area has also had USPS delivery concerns making the ability to pay bills via electronic transfer more timely and cost effective. Again, no comment. \nOur XX/XX/XXXX payment went through without difficulty and was timely. \nIn XX/XX/XXXX I scheduled the payment 2 days early to prevent any concerns since the due date was on a Saturday. When the payment was not received on time, I contacted XXXX XXXX who once again told me that USAA Card Services has demanded that a paper check be sent for the payment and they would not accept an electronic transfer. The check was mailed on XX/XX/XXXX XXXX XXXX XXXX, MN and was to be paid on XX/XX/XXXX. The payment was not received. I attempted to contact XXXX and left several messages with no return calls. I then contacted customer relations at USAA and eventually spoke with XXXX who listened and then told me all of the things both I and XXXX XXXX should have done and basically I interpreted the conversation as this was my fault and my banks fault. When I pushed the need to improve the process she said Good Bye! Have a nice day. And hung up on me. \nXXXX is the 5th largest bank in the USA and has a presence in 28 states. It seems odd that USAA Credit Card Services will not accept their electronic transfers when all other companies and vendors I partner with will. This has been extremely frustrating and does not seem to be the way to treat military and veteran members of the XXXX XXXX.","date_sent_to_company":"2023-02-23T15:29:45.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"551XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"6607483","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2023-02-23T14:41:27.000Z","state":"MN","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I live in an area where there are documented concerns with the ability of USPS to provide <em>timely</em> <em>service</em> and had <em>been</em> <em>informed</em> by a <em>business</em> <em>colleague</em> the <em>XXXX</em> <em>XXXX</em> area has also had USPS delivery concerns making the ability to pay bills via electronic transfer more <em>timely</em> and cost effective. Again, no comment. \nOur XX/XX/<em>XXXX</em> payment went through without difficulty and was <em>timely</em>. \nIn XX/XX/<em>XXXX</em> I scheduled the payment 2 days early to prevent any concerns since the due date was on a Saturday."],"company":["UNITED <em>SERVICES</em> AUTOMOBILE ASSOCIATION"]},"sort":[19.833694,"6607483"]},{"_index":"complaint-public-v1","_id":"2918197","_score":11.386094,"_source":{"product":"Student loan","complaint_what_happened":"I have been going back and forth with Discover Student Loans for seven months and it's exhausting. \n\nI originally applied for its hardship assistance program in XX/XX/XXXX. Despite showing I had no income at the time, I was denied. I immediately re-applied with additional documents and was notified I would receive a decision within 10 business days. That time frame past and I'd still not received a response. When I called in XX/XX/XXXX, roughly 30 days after submitting my second application, a support rep initially told me they were still waiting for me to submit paperwork. This couldn't have been further from the truth, and after insisting she check, she verified I had submitted everything required, well within the timeline required. This representative put me on hold while conferring with her \" back office team '' and after more than an hour on the phone together, told me I was immediately approved for the hardship program and my account would be updated to reflect as such, as well as being current on payments. \n\nI still continued to receive daily calls and letters than my account was past due for the original payment amount, despite making consistent payments of {$50.00} per the program guideline. I spoke to numerous representatives at least weekly to try to resolve the issue. I was told Discover was merging its system with XXXX XXXX, it's previous processor, and that was the root of the issue. The merger was complete at the end of XX/XX/XXXX and yet this problem has yet to be resolved. One particular representative assured me they would correct my account erroneously being reported 60 days past due and that shed also make a note for the reporting department to stop the report for 90 days past due, as I had been making timely $ XXXX/month payments per the program. Neither of those things happened, and my and my co-signer 's credit were negatively impact. It took another month of phone calls and talking to countless reps and supervisors to finally have that resolved and to receive a letter confirming the correction. \n\nWhen I finally received a letter confirming my enrollment in the program, my monthly payment went up by {$14.00} from the original {$170.00}. I didn't understand how this was possible, as it completely defeats the purpose of a hardship program. I called and was yet again informed it was a system error but they would send it to the person who handles these things and was assured this would be fixed. It still has not, and to this day I've still not received any sort of documentation confirming my enrollment and reduced payment of {$50.00} through XX/XX/XXXX. I've repeatedly asked to speak to the back office team that handles the program but am never allowed- they apparently do not accept calls from their borrowers. I repeatedly ask when the \" system error '' will be fixed and am told \" up to 30 days. '' 30 days has come and gone 180 days ago. No one will tell me what the error is or why if I am approved for the program and it's reflected in Discover 's notes it's not officially being reflected on my account. \n\nI initially spoke to a supervisor named XXXX ( ID XXXX ) roughly 3 weeks ago. While he could not give me a definitive resolution, he told me to only speak to him about the matter going forward. He advised that he would have to do some research and would call me back a week later. Unsurprisingly, he never did as that has been the trend with all customer service reps and supervisors at Discover. When I called him 10 days after our initial conversation, he essentially passed the buck to someone else, saying she, not he, would be able to handle my case. No resolution was achieved. \n\nI called to speak to XXXX ( ID XXXX ) XX/XX/XXXX but was told she's in a meeting and could call me back that day. She never did. When I called on XX/XX/XXXX I asked to speak to a supervisors superior, as so far everyone at his level has been unable to assist me. Initially, he refused, telling me the only person that could handle my case is XXXX and I could not speak to anyone else. I insisted on speaking to higher management, to which he then informed me his boss was \" in a meeting '' but could call me back. I asked who it was and for her ID, his initial response was \" we don't have that information. '' I found this very hard to believe since I had names and IDs of his other colleagues and that information was willingly provided to me. He finally told me it was XXXX ( XXXX ). I never received a call from her. I've never been allowed to speak to any management besides immediate supervisors of the support reps who take initial calls. \n\nHowever, XXXX finally called me on XX/XX/XXXX and assured me she was working hard and reaching out to headquarters to resolve the issue with my account- in fact she was going to talk to them daily. It's now 10 days later, I've not heard from her or received any correspondence/letter that the issue has been fixed. I still continue to receive calls and letters that my account is past due. I'm once again at risk of having an erroneous report on my credit, which is detrimental to me as a small business owner and my ability to secure a new apartment in the coming months. \n\nFrankly, I do not believe this is a system error at this point. This is more of a systemic bullying tactic to wear borrowers down and force them to give in and pay. I have zero trust in this company from the severe mismanagement and lack of transparency. It makes me absolutely sick to think I'm chained to it until my loans are repaid.","date_sent_to_company":"2018-05-25T20:05:26.000Z","issue":"Dealing with your lender or servicer","sub_product":"Private student loan","zip_code":"60622","tags":null,"has_narrative":true,"complaint_id":"2918197","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2018-05-25T19:01:11.000Z","state":"IL","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["I insisted on speaking to higher management, to which he then <em>informed</em> me his boss was \" in a meeting '' but could call me back. I asked who it was and for her ID, his initial response was \" we don't have that information. '' I found this very hard to believe since I had names and IDs of his other <em>colleagues</em> and that information was willingly provided to me. He finally told me it was <em>XXXX</em> ( <em>XXXX</em> ). I never received a call from her."]},"sort":[11.386094,"2918197"]},{"_index":"complaint-public-v1","_id":"2583075","_score":10.78271,"_source":{"product":"Checking or savings account","complaint_what_happened":"Again days have passed and I am not being responded to for my request for help.  Now my account is overdrawn almost $500! I'm not able to stop this cycle without your help.  I have reached out over and over and continue to be ignored. I have NO income.  My XXXX is being held until we get all the documentation they are asking for and they are really making it difficult to get extention of benefits.\n\nI repeatedly ask for help.  What am I supposed to do, just let it keep going and continue to pay now, almost $2000 in overdraft fees?\n\nDo you not understand that I am XXXX?  My account continues to bleed and I am powerless to do anything about it. \n\nI have done everything a XXXX person should have to or can do when experiencing multiple life hardships. \n\nWe will be filing formal complaints with the FDIC, US Treasury, Office of Comptroller of Currency, FFIEC, Secretary of State of Oregon, and our Oregon State House Representative immediately.  I believe they will be quite interested to see what's transpired here, as will the media.\n\nBank of America should be ashamed of themselves.\n\n\nXXXX\n\nOn XX/XX/XXXX XXXX XXXX, \"XXXX  XXXX XXXX\"  wrote:\nThank you for the prompt response.  I will be honest though, I am very disappointed with Bank of America and the support I have not received when faced with multiple life hardships, even after reaching out many times pleading for help.\n\nI understand hitting an account holder with every fee possible if they just abandon and leave you holding the account to charge off. However, I really tried to work with my bank and make my account right.  After reaching out and asking for help to stop the bleeding,  the fees should have been halted so I could take care of it.  However, everything I sold basically paid your XXXX in overdraft fees but did nothing to help me catch up on my account. \n\nI have spent so much time and effort attempting to work with my bank and selling my possessions to cover my account.  Almost every time I sold enough to put in the Atm, it wouldn't accept my deposit, showing \"cash deposit unavailable\" (see screenshot). Please bear in mind this is after my income ceased entirely.  I did everything in my power to cover the account, I kept my bank informed of my multiple life hardships by sending over 25 email requests for help. Only a handful were responded to, and my request for help to suspend future fees requests were completely ignored.\n\nYou can propose any data you like, the bottom line is your ATM outages started this domino effect because I could not do my banking in ways your \"other\" clients have accessible.  When I opened my accounts we had three branches here.  You closed all of them.  That's discriminatory in itself.  I do not have the convenient ways to bank as your other clients because YOU chose to close all three branches. That leaves an entire community with less than adequate recourse to do their banking.  Not everyone has the luxury of a car and can drive through rush hour traffic to find a working ATM in another town.  With the ATM here being the only way to deposit cash, it's unacceptable for it to be out of commission even one day.  I suspect because it is THE only ATM it gets full towards the afternoon/evening or constantly jams with so much overuse.  This only only leads to more overdrafts and extended overdraft charges that most consumers can't recover from.  That's fee structuring as well.\n\nI'm not trying to abandon the account, I'm trying to find a way to stop the overdrafts and get it out of this tailspin.  A tailspin mind you, that has significantly harmed me financially and Bank of America has significantly contributed to.\n\nAdditionally, there is also the issue and deceptive practice of posting of credits after debits.  In my attempt to get the account in good standing, I made deposits on several occasions.  Each time,  lots of small charges were taken out the same night the deposit shows credited.  This is directly per your online banking information that the consumer sees (I have attached a picture of this).  When I bring this up, I am told by Bank if America that there is a trick to prevent this.  The customer should not need to learn special \"tricks\" to manage their balance.  Shouldn't the information on online banking be easily read by the customer?  Shouldn't it give as accurate information as possible without customers having to learn employees insider tips after the damage is done?  This is fee structuring and not OK.\n\nI just can't understand, no help offered with this many hardships going on simultaneously?  I have zero income (my XXXX is being reviewed for extension of benefits), my XXXX XXXX XXXX, my mother and grandfather recently XXXX, I'm dealing with XXXX XXXX issues, lost my home in foreclosure and sold everything of value that I own to try and take care of my bank account.  If I do not qualify for help, who does?\n\nIt's most unfortunate that a long term, loyal customer has been treated with such a lack of care and communication.  This could have easily been handled early on if the care I received was prompt, and effective.  However, the majority of emails sent still appear to go unanswered for.  Please also bear in mind I sold my cell phone to cover overdrafts and couldn't afford to pay the bill in full, so email has been my only method of communication. This communication preference was also acknowledged early on in the process by Bank of America via email.\n\nI'm absolutely outraged that my bank is not standing by a customer that is doing everything in their power to cover their obligations without income.  Not only that, but charging XXXX in overdraft fees after repeated requests from a client experiencing severe documented hardships. \n\nIt's not OK to do business like this and consumers will need to know what they can expect.  My documented case shows it loud and clear... When times get tough, Bank of America abandons you.  I can't imagine this helps your community image.  Predatory banking is what comes to mind.\n\nI formally request this injustice be escalated to upper management, to XXXX XXXX himself if need be.  If that can't be accomplished please let me know.  I have been urged to share this story with local and social media, but would like to give you the chance to respond before committing to that.\n\nThank you for your time regarding this urgent matter,\n\nXXXX\n\n\n\n\nOn XX/XX/XXXX XXXX XXXX, \"XXXX, XXXX XXXX\"  wrote:\nXXXX XXXX. XXXX,\n\nRE: Case Number XXXX\n\nAccount number ending average been handled\n\n \n\nThank you for contacting the Executive Offices of Bank of America. We appreciate the time you took to share your concerns.\n\n \n\nWhat you should know\n\nYour concerns are important to us and have been carefully considered. I have engaged our ATM Network support team to verify confirmed dates of outages that apply to your concern, I have also reviewed all documentation youve submitted to me, and I have reviewed debit card authorizations to determine dates when the ATM was successfully logged into. I sympathize with your situation. I understand that when your local ATM is in need of additional maintenance it can add a layer of difficulty when youve intended to make deposits same day you receive cash.  I also understand that you feel the nearest branch is too far from your location.  With all of this considered, for the period of XX/XX/XXXX through XX/XX/XXXX, I have determined that no fees occurred to the account because of a delay in providing courtesy credit to your account when our XXXX, Oregon ATM needed additional maintenance. I have a month by month break down of the information that led to this decision. I would be glad to provide you with all of the information by phone at your earliest convenience. \n\n \n\nIm here to help\n\nI appreciate the opportunity to provide you with this information. If you have any questions, I can be reached at XXXX, Monday through Friday, XXXX XXXX XXXX XXXX XXXX. Pacific.\n\n \n\n \n\nXXXX XXXX | XXXX XXXX XXXX & XXXX XXXX XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX Pacific\n\nOffice: XXXX\n\nEmail: XXXX\n\n \n\nYour email is extremely important to me, if this is an urgent matter during out of the office hours, please reach out to my colleague XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX Eastern\n\nOffice: XXXX\n\nEmail: XXXX\n\nAll emails will be acknowledged and responded to within 2 business days.  \n\n \n\nFrom: XXXX\nSent: Monday, XX/XX/XXXX XXXX XXXX\n\n\nTo: XXXX, XXXX XXXX \nSubject: RE: Bank of America\n \n\nXXXX, \n\n \n\nThank you for the kind words.  I appreciate your help with this.  I know that if you can help me I will be able to recover from this unfortunate series of events that got me into the hole I am in.\n\nWe have lost our home in foreclosure. \n\nI'm fighting a XXXX XXXX for my daughter who was recently moved away to XXXX without my permission and am still paying XXXX XXXXt.\n\nMy mother and grandfather both XXXX away unexpectedly. \n \nMy XXXX income ceased in XX/XX/XXXX, right when my account began to have issues.  I had no income to get my account back on course and it just kept getting worse.  I am working on an extension due to my new diagnosis.\n\nI very much appreciate the refund for the ink cartridges, that shows me you understand what I've been going through and the extreme hardship this situation has and continues to cause me and my family.\n\n \n\nThank you for everything you are doing for our family XXXX. \n\n \n\nSincerely, \n\n \n\nXXXX XXXX\n\n \n\nOnXX/XX/XXXX XXXX XXXX, \"XXXX XXXX XXXX\"  wrote:\n\nXXXX XXXX,\n\n \n\nI wish I could say I understand what youve been through. I personally havent been through that hardship. A few people I dearly love have and I have done my best to help them bear their hardships. I am sympathetic to the difficulties that facing these struggles causes. Your efforts in assisting me to resolve this are greatly appreciated. I am invested in seeing you through on this issue and doing what I can for you and for your father who is tied into this with you. I value the time you have given to me as I reach a final resolution to the concerns you have brought to my attention. I will be in touch soon with a resolution. I have taken care of the ink charges that assisting me has cost you by crediting your account with the estimated expenditure you listed in your previous email.\n\n \n\nXXXX  XXXX | XXXX XXXX XXXX & XXXX XXXX XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX XXXX XXXX: XXXX\n\nEmail: XXXX\n\n \n\nYour email is extremely important to me, if this is an urgent matter during out of the office hours, please reach out to my colleague XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX. XXXX XXXX: XXXX\n\nEmail: XXXX\n\nAll emails will be acknowledged and responded to within 2 business days.  \n\n \n\nFrom: XXXX\nSent: Saturday, XXXX XXXX, 2017 XXXX XXXX\nTo: XXXX XXXX XXXX \nSubject: Re: Bank of America\n\n \n\nThank you XXXX for reaching back out.  \n\n \n\nI will be sure to do that.  I have devoted tonight to getting what I have over to you.  This is very frustrating as its taken me a good portion of my evening to compile.  This whole situation could have been prevented had my plethora of emails and requests for help having been responded to in a timely manner.  I am out of work on XXXX XXXX, and have had no XXXX pay coming in since XX/XX/XXXX. My father is helping me by depositing money each month to help me until the XXXX  folks make their decision.  I repeatedly send in what they ask for and they always ask for additional items.  My primary doctor and I have been fighting to get my XXXX pay extended due to extenuating circumstances with my health.\n\n \n\nI have been a Bank of America client for years and at one time even worked for the bank.  The majority of my career has been in banking so I'm pretty savvy on how to handle my accounts.  I have never had this much trouble with my accounts, but its basically been a perfect storm due to the following:\n\n \n\nI haven't been receiving income since XX/XX/XXXX. My doctors and I are working with the XXXX company to extend my benefits, but they are making it very difficult to get approval.  When this started in XX/XX/XXXX, my account got behind to the point where I could never catch back up and its been an ongoing XXXX XXXX  since happening and reaching out for help.\n\n \n\nThe local cash machine is constantly out of service for cash deposits and the only avenue for folks here banking with you, which explains why its probably full of cash deposits by the time I get to use it.  We used to have access to three branches here in XXXX, but they all disappeared and account holders are very disappointed.  Everyone that comes up to wait for the machine constantly gripes about Bank of America, the name is not a positive term in our community.\n\n \n\nIve repeatedly gone to the cash machine as I sold thousands of dollars worth of personal items to cover my overdrafts.  I sold my home theater projector, PC, cell phone, etc...  to cover my bills and overdrafts.  Every time I sold a couple hundred dollars worth I would make a trip to the ATM.  All bills were rejected and I always tried multiple times.  I tried the bills upside down, backwards, forwards, etc... didn't make a bit of difference.  I was convinced that it was full and couldn't accept any more cash.  Not sure who services the ATM, but it was apparent it was not getting serviced timely or properly.  I always attempted to handle this before the XXXX cutoff but I never had enough time to travel to another city and find another working cash machine before XXXX.  \n\n \n\nHowever I had to do just that on several occasions.  Getting rides to the XXXX Branch in the middle of XXXX rush hour traffic.  I even had to go to XXXX/XXXX once and the same exact problem happened.  I have attached photo that I took.  The same error, again will not accept cash, however other transactions are possible.  Again, by then its past XXXX so I'm outta luck.  I do not have a vehicle and have to wait until after work hours to get a ride to a working machine, not the easiest thing to accomplish.\n\n \n\nWhen you are out of work for a severe XXXX XXXX, getting out of the house just a tab bit difficult, however I did everything as possible to handle this problem.  The customer shouldn't have to make getting cash into his account a daily job.  However, that's exactly what has happened.  \n\n \n\nContact with Bank of America took exceptionally long, and many times did not get a proper or timely resolution.  Ive sent more than 25 emails specifically detailing each issue and was never responded to for documentation until XXXX  involvement.  Now Ive had to take days to dig all this up to prove that I indeed did have a lot of problems with Bank of America, so many indeed, that I do not feel these fees are legitimate and I should be make whole.  I tried to accomplish my cash banking, but was setup for failure from the get go with no branches here anymore and the local cash machine not working correctly.  Not on 1 or 2 occasions, but many.  I complained and it took weeks to hear that the machine was back up and running again.  \n\n \n\nAs you can tell, I'm very frustrated and understandably so.  I should have the same opportunity other clients have to get their banking done in a reasonable manner.  However, when you close all three branches and the one leftover ATM is sporadic to be conservative, how can a person in my position be expected to pay XXXX in overdraft fees since XX/XX/XXXX. I've exhausted 2 sets of ink jet cartridges on this research which in itself has cost me almost $50 and 6 hours of my time, away from family and friends to document my case.  \n\n \n\nThe bank has been saying on all these occasions I could have avoided the fees by doing my banking other ways.  I completely disagree.  I on good faith tried to deposit money every time I was overdrawn and with my current financial, medical and transportation issues make banking \"by chasing down a working ATM\" very difficult if not impossible for somebody in my current hardship.  I feel very taken advantage of as a XXXX person that is struggling with many other hardships in life.  The last thing I should have to is worry so much about my banking.  I have never had issues to this magnitude and have always had my bank stand behind me.  Here I feel like I am a bother, nuisance and an easy target for the bank to get unwarranted, unearned fees from.  \n\n \n\nThank you for your assistance and for reaching out to me XXXX,  You are the first person to really take an interest in helping and has reached out timely.  If you were involved long ago, I suspect that this would have been taken care of the right way and we wouldn't be where we are now.  I have attached a rather large file of email documents, fees, screenshots, pictures to show that this has been a \"perfect storm\" partially created by poor customer service, follow through and response times.  Once it got momentum, it never stopped and probably wont until I am property helped.  Under my financial burden, $XXXX in undeserved overdraft fees is a killer, I have not and will not be able to recover from something like this.\n\n \n\nThank you XXXX,\n\n \n\nSincerely,\n\n \n\nXXXX\n\n \n\nOn Fri, XX/XX/XXXX at XXXX  XXXX, XXXX, XXXX XXXX  wrote:\n\n \n\nThank you for the information, XXXX XXXX. I understand the frustration of the time and effort you have taken to resolve this. I am glad to hear the ATM is working consistently at this time. I will gladly look forward to receiving the documentation from you as soon as you are able and seeing you through to a prompt resolution on this issue.\n\n \n\nFor the purpose of maintaining an active case, I do need to maintain contact with you at least every five business days unless you inform me of an extended period where you will be out of contact. If you believe it will take you more than five business days to have the documentation to me, please let me know so I can place an extension on your case.\n\n \n\nThank you,\n\nXXXX XXXX | XXXX XXXX XXXX & XXXX XXXX XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX. Pacific\n\nOffice: XXXX\n\nEmail: XXXX\n\n \n\nYour email is extremely important to me, if this is an urgent matter during out of the office hours, please reach out to my colleague XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX Eastern\n\nOffice: XXXX\n\nEmail: XXXX\n\nAll emails will be acknowledged and responded to within 2 business days.  \n\n \n\nFrom: XXXX XXXX XXXX [XXXX] \nSent: Friday, XX/XX/XXXX 5:27 PM\nTo: XXXX XXXX XXXX \nSubject: RE: Bank of America\n\n \n\nThank you for the quick response XXXX. \n\n \n\nThe Atm has been working but only after complaining several times.  Now it's OK, but my account is so outta whack I continue to get fees.  I can't seem to stop the bleeding XXXX I've had so many fees. On XX/XX/XXXX  XXXX XXXX, \"XXXX XXXX XXXX\"  wrote:\n\nXXXX XXXX,\n\n \n\nThank you for updating me on where we are at. I appreciate your efforts in helping me resolve this for you. Have you had any recent issues with the ATM or have the errors been resolved as far as you know?\n\n \n\nXXXX XXXX | XXXX XXXX XXXX & XXXX XXXX XXXX XXXX \n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX. Pacific\n\nOffice: XXXX\n\nEmail: XXXX\n\n \n\nYour email is extremely important to me, if this is an urgent matter during out of the office hours, please reach out to my colleague XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX. Eastern\n\nOffice: XXXX\n\nEmail: XXXX\n\nAll emails will be acknowledged and responded to within 2 business days.  \n\n \n\nFrom: XXXX XXXX XXXX [XXXX] \nSent: Friday, XXXX XXXX, 2017 XXXX XXXX\nTo: XXXX XXXX XXXX \nSubject: Re: Bank of America\n\n \n\nXXXX, \n\n \n\nThank you for reaching out.  I'm hoping that you can assist with the fees that have gotten out of control due the local Atm not accepting cash for almost 2 months.  This was compounded by the fact that I reached out to your team and it's taken forever to get the credits back that I have received.  If it was promptly addressed when I reached out we wouldn't be in as bad of shape as we are. \n\n \n\nI should have as much documentation as I can locate to you shortly.  It's quite a bit of time and work to put it all together as this has been going on for the better part of 6 months.\n\n \n\nThank you. \n\nXXXX XXXX\n\n \n\n \n\n \n\nOn XXXX XXXX, 2017 XXXX XXXX, \"XXXX XXXX XXXX\"  wrote:\n\nXXXX XXXX,\n\nRE: Case number XXXX\n\nAccount number ending in:  XXXX\n\n \n\nThank you for contacting the Executive Offices of Bank of America. As your designated advocate, I have received your correspondence and welcome the opportunity to address your concerns.\n\n \n\nWhat you should know\n\nI will work through the resolution process to determine the next actions to take and will be your dedicated point of contact until this matter is resolved. It is my goal to get this matter resolved as quickly as possible.\n\n \n\nWhat you need to do\n\nPlease contact me at XXXX  or XXXX at your earliest convenience if we haven't already spoken. I am available Monday through Friday, XXXX XXXX XXXX XXXX XXXX. Pacific. I look forward to the opportunity to serve you and appreciate you taking the time to bring this matter to our attention.\n\n \n\nXXXX XXXX | XXXX XXXX XXXX & XXXX XXXX XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX XXXX XXXX: XXXX\n\nEmail: XXXX\n\n \n\nYour email is extremely important to me, if this is an urgent matter during out of the office hours, please reach out to my colleague XXXX XXXX\n\nMonday through Friday, XXXX XXXX XXXX XXXX XXXX Eastern\n\nOffice: XXXX\n\nEmail: XXXX\n\nAll emails will be acknowledged and responded to within 2 business days.  \n\n \n\nThis message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at XXXX. If you are not the intended recipient, please delete this message.\n\nThis message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at XXXX. If you are not the intended recipient, please delete this message.\n\nThis message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at XXXX. If you are not the intended recipient, please delete this message.\n\n\n\n\n \n\n--\n\nGet XXXX, the must have file file storage/sharing solution!  \n\nXXXX\n\n \n\nBackup using XXXX. I do.\n\nImage removed by sender.\n\nThis message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at XXXX. If you are not the intended recipient, please delete this message.\n\nThis message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at XXXX. If you are not the intended recipient, please delete this message.","date_sent_to_company":"2017-07-25T12:32:39.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"970XX","tags":null,"has_narrative":true,"complaint_id":"2583075","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2017-07-24T20:59:05.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["Not sure who <em>services</em> the ATM, but it was apparent it was not getting <em>serviced</em> <em>timely</em> or properly.  I always attempted to handle this before the <em>XXXX</em> cutoff but I never had enough time to travel to another city and find another working cash machine before <em>XXXX</em>.  \n\n \n\nHowever I had to do just that on several occasions.  Getting rides to the <em>XXXX</em> Branch in the middle of <em>XXXX</em> rush hour traffic.  I even had to go to <em>XXXX</em>/<em>XXXX</em> once and the same exact problem happened."]},"sort":[10.78271,"2583075"]},{"_index":"complaint-public-v1","_id":"3584035","_score":10.502339,"_source":{"product":"Mortgage","complaint_what_happened":"Dear CFPB Agent : Although I am not currently behind in mortgage payments for my investment property in Colorado, I have recently had to borrow money ( {$1600.00} so far ) to cover my mortgage payments on this FHA-backed Fourplex apartment building. I have had to do so because I have lost one of my four tenants due to their COVID-19-related job loss. The remaining tenants have ceased making mortgage payments, citing the Colorado Governor 's ( Mr. XXXX XXXX ) decision to communicate to the public that landlords should not evict non-paying tenants. Although this declaration is not legally binding, my remaining tenants have taken it as law and refuse payment. Two of them have experienced income loss due to the COVID-19 pandemic, while the other has simply refused to pay rent. My total carrying cost for the building including utilities is approximately XXXX XXXX/month. I am unable to borrow additional cash to cover this monthly expense due to other financial obligations that can not me modified. \n\nI have reviewed FHA guidelines for loan servicing companies working on behalf of my loan 's guarantors during the COVID-19 pandemic and I have documented that my company, Nationstar Mortgage D/B/A \" Mr. Cooper '' ( hereafter, \" loan servicer '' ), has an obligation to provide me with an option of loan forbearance for at least three months ( 90 days ). In fact, the loan servicer advertises this option on their website at https : //www.mrcooper.com/blog/2020/03/20/coronavirus/. The loan servicer writes on this page, \" If you are experiencing a financial crisis due to the pandemic, you have the option to temporarily pause your mortgage payments '' and \" If you are unable to make your payment by XX/XX/XXXX due to the pandemic, were here to help. '' My complaint involves inability or refusal on the part of the loan servicer to provide me with this option. \n\nThe loan servicer offers no online application option for me to request a forbearance in a timely fashion, so that I might allow my tenants to continue to remain housed without paying rent. I have called their Customer Service phone number shown on their website ( XXXX ) on six occasions during their posted business hours. Dates of my calls range from Monday, XX/XX/XXXX through Saturday, XXXX XXXX, 2020. After calling the above number on the first five occasions from XX/XX/XXXX through XXXX, the loan servicer informed me via automated voice message that the company is experiencing high call volume, and advised me in the voice message to \" try again later '' - before the loan servicer disconnected the call on their end. Again, this happened five times. \n\nTo give you an example of the loan servicer 's extreme inability or refusal to provide me with a forbearance option : on Saturday, XX/XX/XXXX I placed my sixth call to the loan servicer at approximately XXXX XXXX  CT, which is within the loan servicer 's advertised business hours ( XXXX XXXX  - XXXX XXXX  CT, as advertised here : https : //www.mrcooper.com/contact_us ). This time, the loan servicer did not automatically disconnect my call. Rather, I was placed on hold for 1 hour and 45 minutes, before I was connected to a Customer Service Representative ( hereafter, \" Representative '' ). The Representative ( XXXX, ID number XXXX ) asked me the reason for my call and I stated that I am experiencing financial hardship related to COVID-19 and I am requesting a forbearance as soon as possible. The Representative noted she would have to transfer me to another division handling requests for forbearance. I asked what the wait time would be, but she stated she could not provide me with that information. I thanked her and was transferred at approximately XXXX XXXX  CT. I waited again on hold until approximately XXXX XXXX  CT ( a wait of 4 hour and 50 minutes ), while the loan servicer 's automated voice message stated at intervals of every 30 seconds throughout this wait time, \" We appreciate you holding and we'll be with you as soon as possible. '' When my call finally went through to the loan servicer at XXXX XXXX  CT, I spoke with XXXX ( ID XXXX ; hereafter, \" Representative 2 '' ) who again asked the reason for my call. I stated again that as a landlord I am experiencing financial distress due to my three existing tenants ' inability or unwillingness to pay rent, related to their loss of work hours due to the COVID-19 pandemic. I also noted the vacancy ( my fourth tenant ) which is also related to the COVID-19, as the tenant left his apartment ( with {$1500.00} in damages ) due to loss of income. I stated to the Representative 2 that I am requesting forbearance, and requested permission from the Representative 2 to record the call, which she granted, and at that point I initiated a voice recording of our conversation. I stated that I am documenting the difficulties that landlords and others are experiencing in utilizing the forbearance option provided by FHA, and verified her first name and ID number. I asked if there is any way I may contact her directly, so that I do not have to wait on hold for more than four and a half hours, if I need to follow up with her. She stated I could call the same Customer Service number I had called to reach her ( XXXX ) and enter her ID number which also serves as her extension number. I stated I did not believe the automated voice answering system allowed me to contact her directly, and that I did not have the ability to wait on hold for four and a half hours each time I needed to follow up with her or her colleagues regarding my request for a forbearance. She provided no other option for reaching her, again advising I should call the Customer Service number. \n\nThe Representative 2 stated that my loan has been \" coded '' for forbearance, and she read me some required language. That language included her statement that I would not be assessed late fees nor would my non-payment be reported to the credit agencies. She stated that she would mail me an application as required by FHA, to arrive via mail in 5-10 business days. \n\nI asked if I am immediately protected from late fees and credit reporting as of her \" coding '' my loan, or if that benefit would not be provided by the loan servicer until I wait 5-10 business days, complete the paperwork, return it to the loan servicer, and be approved for the forbearance. She said she did not know the answer to my question, but said she would find out. The Representative 2 volunteered that the application for a forbearance is available on the Mr. Cooper website, to which I replied I did not believe that to be the case, as I had searched the website repeatedly for that option. I asked if she could point me to that option on the Mr. Cooper website as I would much prefer to apply electronically so that I would not have to wait for the mailed application. She stated she \" had seen that option '' on the website and said she would look at the website to direct me to the online application. I waited quietly for about two more minutes, taking great care to maintain my phone battery ( it was plugged in ) and to not touch the phone, until the Representative 2 disconnected the call on her end. I immediately called the Customer Service number again, but found no option to connect directly to the Representative 2 in the automated phone directory. \n\nAt this time, I do not know whether I am to receive the benefit of no late fees or no credit reporting immediately or only upon approval of my forbearance request. This is essential information that I must have now to make further decisions relating to my property. I do not know if I will receive the application via mail. The Representative 2 did not verify my mailing address, nor ask me for my phone number in the event we were to be disconnected, at any time during our call. As I can not pay my XXXX mortgage payment, I am left wondering whether I need to dedicate another Saturday to calling the loan servicer and waiting on hold for possibly another four or five hours. This long period of time I need to dedicate to request and initiate the forbearance is not something I can continue doing, as I have an apartment to rehab ( out of pocket ) and very little extra time for such long wait times. \n\nI believe FHA has nationally provided the forbearance option to resolve exactly this kind of situation : to offer relief to landlords to help us delay foreclosure on tenants in FHA-backed apartments during this extremely difficult time. At this time, I have cancelled my autopay to the loan servicer and will not be paying my mortgage in XXXX, so that I have funds available for rehab of the units ( assuming I am not allowed to take advantage of the forbearance option due to barriers such as I am describing in this complaint ), and to pay an attorney to assist me in evicting three families at the same time, in the event they continue to be unwilling or unable to pay rent. \n\nI will continue contacting the loan servicer on a daily basis through the end of XXXX and into XXXX as my time allows, although I have no confidence they will initiate the forbearance process for me and relieve me of late fees and negative credit reporting in XXXX. From my perspective, the loan servicer and its President and CEO XXXX XXXX, have failed me, my tenants, and the FHA.","date_sent_to_company":"2020-03-28T21:05:19.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"810XX","tags":null,"has_narrative":true,"complaint_id":"3584035","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2020-03-28T20:42:14.000Z","state":"CO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The loan <em>servicer</em> offers no online application option for me to request a forbearance in a <em>timely</em> fashion, so that I might allow my tenants to continue to remain housed without paying rent. I have called their Customer <em>Service</em> phone number shown on their website ( <em>XXXX</em> ) on six occasions during their posted <em>business</em> hours. Dates of my calls range from Monday, XX/XX/<em>XXXX</em> through Saturday, <em>XXXX</em> <em>XXXX</em>, 2020."]},"sort":[10.502339,"3584035"]},{"_index":"complaint-public-v1","_id":"3002167","_score":10.285684,"_source":{"product":"Student loan","complaint_what_happened":"This is a follow up complaint to complaint # XXXX. Discover Student Loans lied to the CFPB. It did not resolve any issues and it continues to report my account as delinquent. I spoke to XXXX XXXX XXXX following my initial complaint because I continued to receive harassing phone calls. He assured me the problem would be addressed, although he could not give me a specific time frame for when my account status could be fixed. In the meantime, he took me off the call list. Well, XXXX. XXXX simply removing me from a call list is only a bandaid. It does not address the root of the problem. Furthermore, I've had this problem with Discover Student Loans for more than 10 months now. Time was up a long time ago and we are coming to a point where I have no choice but to take legal action.There is no clear reason why it would take nearly a year to remedy my account as being recorded as past due. I still continue to receive delinquency letters and false reports to the credit bureaus. I strongly urge the CFPB to conduct an investigation into and take action against Discover Student Loans. It is very clear the company is not capable of honest self reporting or policing. \n\nAs a refresher, here is my prior complaint : I have been going back and forth with Discover Student Loans for seven months and it's exhausting. I originally applied for its hardship assistance program in XX/XX/XXXX. Despite showing I had no income at the time, I was denied. I immediately re-applied with additional documents and was notified I would receive a decision within 10 business days. That time frame past and I'd still not received a response. When I called in XX/XX/XXXX, roughly 30 days after submitting my second application, a support rep initially told me they were still waiting for me to submit paperwork. This couldn't have been further from the truth, and after insisting she check, she verified I had submitted everything required, well within the timeline required. This representative put me on hold while conferring with her \" back office team '' and after more than an hour on the phone together, told me I was immediately approved for the hardship program and my account would be updated to reflect as such, as well as being current on payments. I still continued to receive daily calls and letters than my account was past due for the original payment amount, despite making consistent payments of {$50.00} per the program guideline. I spoke to numerous representatives at least weekly to try to resolve the issue. I was told Discover was merging its system with XXXX XXXX, it's previous processor, and that was the root of the issue. The merger was complete at the end of XX/XX/XXXX and yet this problem has yet to be resolved. One particular representative assured me they would correct my account erroneously being reported 60 days past due and that shed also make a note for the reporting department to stop the report for 90 days past due, as I had been making timely $ XXXX/month payments per the program. Neither of those things happened, and my and my co-signer 's credit were negatively impact. It took another month of phone calls and talking to countless reps and supervisors to finally have that resolved and to receive a letter confirming the correction. When I finally received a letter confirming my enrollment in the program, my monthly payment went up by {$14.00} from the original {$170.00}. I didn't understand how this was possible, as it completely defeats the purpose of a hardship program. I called and was yet again informed it was a system error but they would send it to the person who handles these things and was assured this would be fixed. It still has not, and to this day I've still not received any sort of documentation confirming my enrollment and reduced payment of {$50.00} through XX/XX/XXXX. I've repeatedly asked to speak to the back office team that handles the program but am never allowed- they apparently do not accept calls from their borrowers. I repeatedly ask when the \" system error '' will be fixed and am told \" up to 30 days. '' 30 days has come and gone 180 days ago. No one will tell me what the error is or why if I am approved for the program and it's reflected in Discover 's notes it's not officially being reflected on my account. I initially spoke to a supervisor named XXXX ( ID XXXX ) roughly 3 weeks ago. While he could not give me a definitive resolution, he told me to only speak to him about the matter going forward. He advised that he would have to do some research and would call me back a week later. Unsurprisingly, he never did as that has been the trend with all customer service reps and supervisors at Discover. When I called him 10 days after our initial conversation, he essentially passed the buck to someone else, saying she, not he, would be able to handle my case. No resolution was achieved. I called to speak to XXXX ( ID XXXX ) XX/XX/XXXX but was told she's in a meeting and could call me back that day. She never did. When I called on XX/XX/XXXX I asked to speak to a supervisors superior, as so far everyone at his level has been unable to assist me. Initially, he refused, telling me the only person that could handle my case is XXXX and I could not speak to anyone else. I insisted on speaking to higher management, to which he then informed me his boss was \" in a meeting '' but could call me back. I asked who it was and for her ID, his initial response was \" we don't have that information. '' I found this very hard to believe since I had names and IDs of his other colleagues and that information was willingly provided to me. He finally told me it was XXXX ( XXXX ). I never received a call from her. I've never been allowed to speak to any management besides immediate supervisors of the support reps who take initial calls. However, XXXX finally called me on XX/XX/XXXX and assured me she was working hard and reaching out to headquarters to resolve the issue with my account- in fact she was going to talk to them daily. It's now 10 days later, I've not heard from her or received any correspondence/letter that the issue has been fixed. I still continue to receive calls and letters that my account is past due. I'm once again at risk of having an erroneous report on my credit, which is detrimental to me as a small business owner and my ability to secure a new apartment in the coming months. Frankly, I do not believe this is a system error at this point. This is more of a systemic bullying tactic to wear borrowers down and force them to give in and pay. I have zero trust in this company from the severe mismanagement and lack of transparency. It makes me absolutely sick to think I'm chained to it until my loans are repaid.","date_sent_to_company":"2018-08-26T14:39:21.000Z","issue":"Dealing with your lender or servicer","sub_product":"Private student loan","zip_code":"22309","tags":null,"has_narrative":true,"complaint_id":"3002167","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2018-08-26T14:26:26.000Z","state":"VA","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["I insisted on speaking to higher management, to which he then <em>informed</em> me his boss was \" in a meeting '' but could call me back. I asked who it was and for her ID, his initial response was \" we don't have that information. '' I found this very hard to believe since I had names and IDs of his other <em>colleagues</em> and that information was willingly provided to me. He finally told me it was <em>XXXX</em> ( <em>XXXX</em> ). I never received a call from her."]},"sort":[10.285684,"3002167"]},{"_index":"complaint-public-v1","_id":"5075856","_score":9.058066,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX To : Federal Trade Commission XXXX Consumer Financial Protection Bureau Submit a complaint | Consumer Financial Protection Bureau ( consumerfinance.gov ) I am hereby submitting a complaint against Amerisave Mortgage ( AM ). Based upon my personal experience, AM is engaged in unfair, deceptive and abusive practices in regard to its policies and practices concerning the return of mortgage escrow funds to former borrowers. \nMy experience with AM is simple to describe. In XXXX of XXXX I purchased a home in XXXX, Virginia and obtained a mortgage with AM. In XXXX of XXXX I refinanced that mortgage with XXXX XXXX to obtain a better interest rate and terms. \nIt then took me eight months, until XX/XX/XXXX, to obtain the refund of more than {$6000.00} in escrow funds from AM. When those funds were finally received, AM did not add a single penny of interest, making clear that the result of its policies and practices is to obtain interest-free loans from its former borrowers. In the course of dealing with AM, it displayed either an astonishing degree of incompetence, or else a deliberate effort to make return of escrow funds far more difficult than it should be. Further, numerous AM employees/agents made false and misleading statements to me when I inquired whether there was a faster and more reliable means of obtaining return of my funds even after I offered to pay any additional cost over that of sending a paper check by slow and unreliable USPS snail mail. \nFortunately, this inability to receive the return of my escrow funds on a timely basis did not create personal financial hardship for me. While I certainly wish to have AMs policies and practices reviewed and, if appropriate, sanctioned, because of my own incredibly frustrating experience with obtaining the return of my own money, I am also submitting this complaint on behalf of current and future AM mortgage borrowers who may be forced into financial hardship by their incompetence and abuse. I can well XXXXmagine that the inability to receive the return $ thousands of their own escrow funds on a timely basis could create a financial crisis for many Amerisave borrowers, and compel them to forego or postpone payments for home repairs, utilities, education, vehicle maintenance and repair, health care and medication, and other necessities or to resort to unnecessarily borrowing funds and paying the accompanying interest rates. No American family should be forced into such circumstances by the incompetence and selfish practices of a regulated financial services provider. I assume that my experience was not atypical and that hundreds if not thousands of other Amerisave customers are put through the same frustrating ordeal annually. \nI am hereby requesting that you investigate my complaint and, if appropriate and warranted, sanction AM for any violations of law that it committed. I am also requesting you to consider whether you have the regulatory authority to promulgate rules that would prevent these types of abusive policies and practices in the future. In that regard, I will be sharing this letter with my Senators and CongressionaXXXX representative and requesting that they : Support my request for agency investigations and, if appropriate and warranted, imposition of sanctions If regulatory redress is not available, consider introduction of legislation to require any mortgage lender which has been electronically debiting mortgage and escrow payments to itself, upon payoff of such mortgage, to return the former borrowers mortgage escrow funds by identical electronic means in not less than seven business days after they have received the payoff funds. \nThe timeline/description of my experience with AM is below. \nThank you for your consideration of my complaint. \nSincerely, XXXX XXXX XXXX XXXX Timeline of dealings with Amerisave Mortgage XX/XX/XXXX Home purchased in XXXX, XXXX Mortgage # XXXX of $ XXXX is provided by Amerisave. Mortgage lender requires establishment of electronic means by which its monthly mortgage and escrow payment can be directly debited from my personal checking account. \nXX/XX/XXXX Mortgage is refinanced with XXXX XXXX. Immediately thereafter, it pays off my balance due on the AM mortgage. \nXXXX XXXX I contact Amerisave regarding return of escrow funds. I am told that their practice is to only do this via paper checks sent via USPS, and that the general time between mortgage closing and receipt of check is XXXX business days! I express my unhappiness that they do not return funds electronically and my view that up to XXXX months is an unreasonable interval for return of funds. \nLate XX/XX/XXXX Escrow funds have still not been returned. I again contact AM, make inquiry, and am told that my check was sent out on XX/XX/XXXX. As it is about one month later, I conclude that USPS has lost the check and ask that they stop it and issue a new one. I am told that this process will take yet another 30-60 business days as I am planning to move out of my apartment in XXXX, VA on XX/XX/XXXX, and make the XXXX property my sole residence, I ask that the check be sent to my new address in XXXX to reduce the chance that it will be lost in forwarding. I am assured that this will be done. \nXXXX Check for {$6200.00} dated XX/XX/XXXX ( envelope postmarked XX/XX/XXXX ) on the account of AmerisavXXXX Mortgage is delivered to my XXXX address by USPS six weeks after it was sent ( check was sent presorted first class, so there is no reason that going from Illinois to Virginia should have taken a month and a half ). The check was stopped two weeks prior by AM and can not be deposited. \nXX/XX/XXXX Second escrow check has still not been received. I call AM and speak with XXXX, and then with his supervisor XXXX. I am told that the replacement check was, contrary to my clear instructions on the late May call and AMs agreement to comply, sent to my old XXXX address on XX/XX/XXXX. As it is still within the 60 business day window, I elect to wait further in the hope that it will arrive by mail. \nXX/XX/XXXX Check has still not arrived. I call AM and speak with XXXX. We agree that the second check is likely lost, and she says she will stop it and request that a third check be issued with expedited handling. I offer to pay any fee for sending it to me electronically, or physically by express delivery, but am told that those means of delivery are not within their policy. \nXX/XX/XXXX Check has still not been received, despite assurance of expedited handling. I speak with XXXX. She tells me that the work order for the check reissue but that she will have to research its status, and this will take XXXX hours. I express my extreme unhappiness and request to speak with her supervisor. I am connected to XXXX, who informs me that the matter is still in process since my call of XX/XX/XXXX, and that no check has yet been issued! She also informs me that my address of record remains XXXX, not XXXX. I inform her that the situation is unacceptable and that I intend to file complaints with the FTC and the CFPB, and perhaps explore class action litigation options. She them informs me that AM does have an option for sending escrow refunds by overnight express this is after I have been deceptively informed by AM for 7 months that no express mail option is available, even when the borrower is willing to pay the cost. I am told I will hear more by email within XXXX business days. \nXX/XX/XXXX Within hours after my conversation with XXXX, I receive an email from XXXX XXXX XXXX. It reads : Good afternoon, My name is XXXX and I am the Resolution XXXX who will be handling your escalated concern regarding the escrow refund check on your loan. I will be your contact throughout resolution of this issue and you may contact me by email any time. Please be advised that I have initiated research into this issue and will contact you via email to provide a tracking number for you requestng we send out a new check via 2 day air just bare with me while I get this all resolved as soon as possible. I do apologize for all the frustration this is causing you. Thank you for allowing us to serve you, XXXX XXXX XXXX Department [ all typos in original ] XX/XX/XXXX -- I respond to XXXX XXXX email and get this further response, Good afternoon, I put in the request to have a new check cut today once I get notification check is ready ill send it to the proper department for them to mail it out its a process so please be patient I cant guarantee you that it will make it out by XXXX but I do assure you that I am doing my best for it to be out in the mail via 2day air as soon as possible. Once I get the tracking information I will provide that to you. Thank you, XXXX XXXX XXXX Department. [ all typos in original ] I respond, OK, I will stand by and await further updates. However, no further updates are ever received. \nXX/XX/XXXX I email XXXX XXXX, stating, Can you please update me regarding the status of the issuance of a check to return my escrow funds? I do not receive a reply. \nXX/XX/XXXX -- I send a follow-up email to XXXX XXXX, stating I AM STILL WAITING ON A REPLY. WHERE IS MY $??? I do not receive a reply. \nXX/XX/XXXX No check or tracking number has yet been received, I again email XXXX XXXX, as follows, XXXX XXXX : It has been almost three weeks since you advised me that you had put in the request to have my escrow check cut and sent out by express mail. I have followed up twice with emails and have not received the courtesy of a reply. As you know, I have been waiting for the return of my escrow funds since XX/XX/XXXX, more than half a year. \nI have advised Amerisave that I am an attorney and that I am so disgusted and infuriated by Amerisave 's handling of this matter that I am ready to file complaints with the Federal Trade Commission and the Consumer Financial Protection Board asking that they investigate your unfair, deceptive, and abusive escrow fund return practices. I am also ready to provide copies of those requests to my US Senators and my Congressional representative requesting that they support my request ; as well as to the Attorney General of Virginia and the XXXXonsumers affairs reporter of the Washington XXXX And I shall also begin reaching out to legal colleagues who handle consumer class action lawsuits. Then I shall consider what other actions I can take to warn other borrowers of your practices. IF I DO NOT RECEIVE IMMEDIATE CONFIRMATION THAT MY FUNDS WILL BE SENT TO ME THIS WEEK I SHALL INITIATE THE ABOVE ACTIONS. I again do not receive a reply. \nXX/XX/XXXX I receive a XXXX XXXX XXXX XXXX envelope delivered to XXXX. Inside is a check for {$6200.00} issued on the account of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account accompanied by an information sheet stating that the Requestor is XXXX XXXX, Research. I have no idea why this Colorado Housing Authority issued this check, as I have never had any dealings with it but I deposit it immediately. Total time elapsed since payoff of AM mortgage to receipt of returned escrow funds is XXXX months!","date_sent_to_company":"2022-01-05T17:59:23.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"244XX","tags":"Older American","has_narrative":true,"complaint_id":"5075856","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERISAVE MORTGAGE CORPORATION","date_received":"2022-01-05T17:46:08.000Z","state":"VA","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/<em>XXXX</em> No check or tracking number has yet <em>been</em> received, I again email <em>XXXX</em> <em>XXXX</em>, as follows, <em>XXXX</em> <em>XXXX</em> : It has <em>been</em> almost three weeks since you advised me that you had put in the request to have my escrow check cut and sent out by express mail. I have followed up twice with emails and have not received the courtesy of a reply. As you know, I have <em>been</em> waiting for the return of my escrow funds since XX/XX/<em>XXXX</em>, more than half a year."]},"sort":[9.058066,"5075856"]},{"_index":"complaint-public-v1","_id":"19204934","_score":8.438743,"_source":{"product":"Checking or savings account","complaint_what_happened":"This is a new complaint based on information I was only recently able to obtain from Synchrony Bank, as I have been unable to log into their website from abroad. I now have proof, via bank statements and emails, that they have been lying about not charging international transaction fees since I first asked them about this in XXXX, XXXX, and in subsequent emails and phone calls. \n\nSynchrony Bank has consistently lied about charging ATM or foreign currency transaction fees since I filed this complaint last XXXX. Again, I have been consistently told by Synchrony that they do not charge international transaction fees and that they reimburse ATM fees. See attached emails for proof that they have been lying since XXXX, XXXX about international trasaction fees. \n\nCFPB Complaint filed against Synchrony Bank on XX/XX/XXXX Description : Synchrony Bank failed to respond appropriately to my original complaint -- especially my well-supported documentation of claims made by bank personnel both before and after my recent XXXX travel, which have been totally contradicted by Respondent -- as well as my complaints about being unable to reach their so-called \" XXXX banking department '', the Respondent 's contradiction of the terms set forth in their Consumer Deposit Account Agreement and Disclosures, and serious complaints about their so-called \" chat customer service '' function which is a total joke, as third-party chat agents have no access to account information. despite the fact that these issues have been well known to XXXX since XX/XX/XXXX. Their recent \" response '' contains the following misstatements, equivocations, fabrications, and outright lies : XXXX XXXX Synchrony Bank was informed by me on XX/XX/XXXX at XXXX pm XXXX that my XXXX phone number was no longer valid and should never be used to send security codes or other account confirmation information. During that same call, I provided a valid phone number for Synchrony Bank to reach me in the XXXX, but they never called me back. Despite this, XXXX claims that a \" colleague '' attempted to contact me on that invalid phone number on XX/XX/XXXX, more than XXXX weeks after I informed them telephonically that the XXXX phone number was no longer valid. This constitutes a gross violation of account security, as the phone number may well have been reassigned to another customer by that date. Synchrony Bank is fully responsible for any breach of account security due to their grossly irresponsibility and negligence. XXXX ) All phone charges from the XXXX have been documented in the complaint, and will not be documented by \" fax '', XXXX pigeon, snail mail, nor any other XXXX or XXXX technology. XXXX will provide a secure email address for all future communication. International phone calls to the XXXX from XXXX XXXX are based on a flat rate of XXXX XXXX, or roughly XXXX XXXX. There is no documentation from XXXX XXXX of charges for individual international calls. I do have phone logs of all calls made or attempted to the number I was given by your chat center, XXXX, and the general customer service number I was obliged to use after that number ceased working, XXXX. YOU WILL COMPENSATE ME FOR EVERY MINUTE USELESSLY SPENT ATTEMPTING TO GET ACCOUNT INFORMATION FROM YOU AT THESE XXXX NUMBERS, AND YOU WILL SUPPLY A SECURE EMAIL ADDRESS FOR THE DELIVERY OF COPIES OF MY CALL LOGS. BASED ON THE FEE OF XXXX XXXXXXXX, SYNCHRONY NOW OWES ME APPROXIMATELY {$25.00}. XXXX ) Respondent claims to be \" appreciative '' of my informing them about the misinformation I was given on XX/XX/XXXX and afterwards regarding Synchrony 's fee-free international withdrawals and reimbursements for all ATM fees, yet neither is mentioned specifically in the replay, and respondent deliberately avoids confirming or denying that such claims were made to me both before my departure from the XXXX and XXXX XX/XX/XXXX. Such claims were indeed made, and Synchrony has a legal obligation to abide by them. XXXX ) Respondent 's claim about the XXXX XXXX is laughable on its face, as I do indeed have a permanent XXXX address which I have been unable to change on Synchrony Bank 's website because I am unable to log into it. There is no obligation for a XXXX phone number from any of the other XXXX banks I do business with, and confirmation by email is all they require. In XXXX case, a bank activated my account for XXXX ACCESS confirmation so that neither telephonic nor email confirmation would be required. Synchrony has made no effort whatsoever to provide login confirmation by email, nor by a third-party confirmation app such as XXXX ACCESS because they simply don't care whether they have my account or not, and are outrageously incompetent in providing customers with alternatives to telephonic confirmation. For this egregious oversight alone, they should not be allowed to continue to conduct banking activity in the United States. XXXX XXXX Synchrony Bank indicates that they can not use an international mailing address to send account information to. I have never requested that they do so. I provided my permanent XXXX mailing address to the \" XXXX '' with whom I spoke on XX/XX/XXXX, but she obviously never reported it to the bank. In addition, all mail sent to my previous address will be forwarded to my permanent mailing address in the XXXX, as indeed Synchrony already knows, as they continued to send mail to my previous address despite my informing them of this change. The claim that somehow I am eligible to do banking in the XXXX because I have no XXXX mailing address is fallacious and a red herring, and Synchrony Bank knows it is. In addition, the international number XXXX provided XXXX XXXX XXXX no longer works, and since my original call to that number on XX/XX/XXXX, I have been unable to reach anyone using it. Synchrony Bank has no \" XXXX Banking '' department, and the claim by the XXXX I spoke with on XX/XX/XXXX that she was in that department was a total falsehood, as personnel at the regular customer service number have confirmed on multiple occasions. Respondent 's claim that I am unable to close my account because I am not physically present in the XXXX is the height of absurdity and worthy of ridicule and lawsuits to force them to abandon such a ridiculous claim. XXXX ) Respondent confirms that Synchrony Bank will refund all ATM fees charged by ATM machines up to {$5.00} per statement cycle. I have absolutely no way of knowing whether Synchrony has lived up to this promise because I have been unable to access my bank statements for the last 3 months, as Synchrony well knows. The distinction between an ATM card and a debit card is moot and absurd, as Synchrony 's ATM card functions exactly as a debit card, and no withdrawals can be performed above the current balance in the account. It baffles me that Synchrony would make such a ludicrous claim which has utterly no relevance to my complaint. Respondent 's claim that \" Synchrony Bank does not refund any foreign exchange conversion or ATM access fees when you use your card internationally '' directly contradicts what I was told by Synchrony Bank personnel both before my departure AND on XX/XX/XXXX, when I spoke with a \" XXXX '' in the \" XXXX banking '' department. No such distinction between foreign and international transactions appears in Synchrony Bank 's Consumer Deposit Account Agreement and Disclosures, so ALL ATM FEES MUST BE REFUNDED UP TO THE {$5.00} LIMIT PER BILLING CYCLE. ANY FAILURE OF SYNCHRONY BANK TO ABIDE BY THEIR OWN DECLARATIONS AND THE Consumer Deposit Account Agreement and Disclosures MUST BE CONSIDERED WILLFUL BREACH OF CONTRACT AND FRAUD. In addition, Synchrony confirmed before my departure and afterwards that Synchrony charges no international transaction fees, and that is indeed what I was told by way of confirmation from the \" international banking XXXX '' I spoke with on XX/XX/XXXX! ANY CLAIM TO THE CONTRARY IS A FLAT-OUT LIE, AND CONSTITUTES ANOTHER BREACH OF CONTRACT. ( NOTE THAT EVERY TIME I HAVE WITHDRAWN MONEY FROM MY SYNCHRONY ACCOUNT, SYNCHRONY HAS USED THE OFFICIAL XXXX XXXX XXXX XXXX XXXX PLUS A XXXX % XXXX  CURRENCY FEE, WHICH IS NOT APPLIED BY THE BANK OWNING THE ATM NOR BY XXXX XXXX, BUT ONLY BY SYNCHRONY BANK! AND I HAVE CHALLENGED THIS FEE EVERY TIME I MAKE A WITHDRAWAL, AND RECEIVE A REVISED NOTICE INDICATING THAT THE FEES HAVE BEEN REMOVED FROM THE TRANSACTIONS. BECAUSE RESPONDENT 'S CLAIM CONTRADICTS SYNCHRONY 'S MULTIPLE ASSURANCES THAT NO INTERNATIONAL EXCHANGE FEES ARE EVER CHARGED BY SYNCHRONY, IT MUST BE VIEWED AS A DELIBERATE BREACH OF CONTRACT BY THE BANK AND MUST BE FURTHER INVESTIGATED BY THE CFPB! XXXX ) Apparently the XXXX fails to understand how \" the internet '' works when she makes the following asinine statement : \" Online account access may not be available, as we are not an international bank ; as a XXXX XXXX XXXX XXXX XXXX XXXX  can not be verified ; and the internet may not support our website- www.synchronybank.com. Please know, chat agents are unable to verify the account, and they will direct the customer online. Once logged into your account, you can send a secure message to Synchrony Bank, and the account information can be provided through secure message. '' I have never had a problem accessing XXXX from the XXXX. The problem, as XXXX well knows, IS THAT I CAN'T LOG IN WITHOUT A CONFIRMATION CODE WHICH SYNCHRONY REFUSES TO SEND TO THE VALID EMAIL ACCOUNT ASSOCIATED WITH MY SYNCHRONY ACCOUNT, BUT INSISTS ON USING ONLY AUTO-GENERATED SMS CODES TO A XXXX PHONE XXXX WHICH HAS NOT BEEN VALID SINCE XX/XX/XXXX, AS I INFORMED SYNCHRONY ON XX/XX/XXXX. YET SYNCHRONY KEEPS INSISTING THAT I CAN ONLY ACCESS MY ACCOUNT ONLINE. I CAN NOT BECAUSE THEY REFUSE TO PROVIDE CONFIRMATION CODES BY EMAIL, PURE AND SIMPLE, AND AS A RESULT, SYNCHRONY IS REFUSING TO PROVIDE ACCESS TO MY ACCOUNT. THIS DIVERSION INTO THE MYTHOLOGY OF \" THE INTERNET '' IS NOTHING MORE THAN A DISTRACTION FROM THE REAL ISSUE RESPONSIBLE FOR DEPRIVING ME OF ACCESS TO MY ACCOUNT, WHICH IS SYNCHRONY 'S INSISTENCE ON SMS MESSAGES ONLY FOR CONFIRMATION CODES. NO ONE IS CONVINCED BY RESPONDENT 'S ATTEMPT TO BLAME THEIR ACTIONS ON \" THE INTERNET ''! XXXX ) Synchrony 's vapid XXXX regarding their concern for their customers is beneath contempt! Their is not a single \" compliance '' issue related to my accessing my account at Synchrony, as I am able to do with XXXX other banking institutions which are linked to my Synchrony account. I have no such \" compliance '' issues with them, as they actually care about their customers -- including those traveling abroad -- and provide full access to their account via email confirmation and account login not requiring SMS confirmation codes. Synchrony is on its own with this, and it is they who are not in compliance with the norms of reputable customer service. None of the issues I brought forward in my original complaints have been addressed by XXXX. This case MUST remain open until Synchrony complies with my right to access account information from overseas. Failure to do so is actionable, regardless of the CFPB 's findings, and will be pursued under state and federal banking regulations as appropriate. Because Synchrony Bank has failed to respond adequately to any of the claims made in my original complaint -- even after taking almost XXXX weeks to respond -- I submit this new complaint as a means of forcing respondent to deal with the lies, deceptions, denials, deferrals and outright fabrications which appear in Synchrony 's so-called respond. Nothing has been resolved. My demands for reimbursement still stand, as does my demand for access to my account! Sincerely, XXXX XXXX RESPONSE : XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Subject : CFPB Case XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  Account Dear XXXX XXXX XXXX XXXX behalf of Synchrony Bank , we are responding to your concerns raised through the Consumer Financial Protection Bureau ( CFPB ). We appreciate you bringing this matter to our attention. My colleague attempted to call ( XXXX ) XXXX, the phone number on file and on the CFPB complaint on XX/XX/XXXX, in order to discuss your account ; however, they were unable to reach you and received a busy signal. \nWe previously responded to your complaint on XX/XX/XXXX. For your convenience, a copy of our response has been enclosed. After a review of your concerns regarding international contact with Synchrony Bank, online access, ATM fees and international transaction fees. Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original response ( XXXX ). If you have any additional documentation for review, please provide a copy to us and we can reopen your investigation. \nThe following Information that can be found in our website www.synchronybank.com under FAQ : You can use an ATM displaying the XXXX or XXXX logos. Your ATM card is provisioned to work in the XXXX and internationally. To locate an ATM, click here. \nSynchrony Bank does not currently charge a fee for using an ATM. However, there XXXX be an ATM fee charged by the ATM owner/operator or the financial institution. Synchrony Bank will refund domestic ATM fees charged by other financial institutions, up to {$5.00} per statement cycle. Synchrony Bank does not refund any foreign exchange conversion or ATM access fees when you use your card internationally. \nOur international phone number is ( XXXX ) XXXX, Monday - Friday : XXXX XXXX to XXXXXXXX XXXX. XXXX, Saturday and Sunday : XXXXXXXX XXXX XXXX XXXX XXXX. XXXX. \nWhy does Synchrony not allow foreign addresses? In accordance with the XXXX XXXX and as part of our XXXX XXXX XXXX, Synchrony Bank is required to authenticate every Account Holders permanent address. Currently, we dont have a tool or system that can validate that a foreign address is legitimate. \nPlease know, Synchrony Bank not an international bank. There is no guarantee that customers will be able to log in online when outside the country due to internet/website security restrictions. Our XXXX XXXX ( XXXX ) is the practice of using multiple data elements and more than XXXX factor to assist in the authentication of an account holder 's identity : XXXX ) Knowledge - something the account holder and only the account holder will know ( username, password, the answer to their security question, account data, etc. ). \nPage XXXX XXXX ) Possession - something the account holder and only the account holder has access to ( a verified phone or phone number ). \nXXXX ) XXXX - something the account holder and only the account holder is ( voice recognition or biometrics ). \nUpdating personal information or sending an XXXX is a High Risk Transaction ( HRTs ), which is a transaction that could place the Bank or the account holder at risk of fraud. If these security measures can not be met, then we are unable to send an OTP to an unverified phone number, address, or email. \nFor security purposes, when accountholders access an account via the Internet from an unregistered device, accountholders are required to complete a XXXX Time Passcode ( OTP ) process in which the Bank will issue a temporary PIN code that can be sent via text message or telephone call to confirm their identity. If the telephone number provided has not been registered in the Bank 's system, they will be retrieved from the credit bureaus. If an accountholder registers their device, they will no longer be prompted to complete this step. \nIf you choose to close your XXXX account, the funds can be sent to a verified registered account or a check can be sent to a XXXX address. If you have any further concerns a banking representative can be reached at ( XXXX ) XXXX. \nWe would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account. \nThank you for the opportunity to respond to your concerns raised through the CFPB. If you have additional questions regarding this matter, contact me at ( XXXX ) XXXX, extension XXXX. I welcome the opportunity to assist you. \nRespectfully, XXXX XXXX XXXX XXXX Senior XXXX Corporate Consumer Relations Synchrony Bank Attn : IID XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX Enclosure ( XXXX ) cc : Consumer Financial Protection Bureau New CFPB Complaint XX/XX/XXXX What happened? \nDespite what is clearly stated in Synchrony Bank 's Consumer Deposit Account Agreement and Disclosures, Synchrony Bank XXXX XXXX XXXX Account has failed to compensate for service fees and ATM fees for overseas transactions. There is no specification that foreign ATM withdrawals are exempt from Synchrony 's policy of reimbursing such fees in the Consumer Deposit Account Agreement and Disclosures. To date, Synchrony has charged my account more than {$50.00} USD in such fees, and has made no effort to reimburse my account. This is fraud. \nI want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. \n\nThe CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. \nInactive modal Inactive modal Edit this section What would be a fair resolution to this issue? \nImmediately restore ALL FUNDS debited from my account for foreign ATM or transaction fees and notify me immediately by email that this has been done. Synchrony bank has my verified email address on file. Under no circumstances is Synchrony Bank to use my old phone number XXXX XXXX as that number is no longer within my control. Synchrony bank has received a Cease and Desist order prohibiting them from using that number, and any infractions will be prosecuted. \nInactive modal Edit this section XXXX attachment View uploaded documents by clicking on the file name. Documents that pass virus scanning are typically available within XXXX minutes of upload. \n________________________________________ CFPB Complaint filed against Synchrony Bank on XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2026-02-03T08:50:51.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"85704","tags":"Older American","has_narrative":true,"complaint_id":"19204934","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-02-03T08:31:18.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Despite this, <em>XXXX</em> claims that a \" <em>colleague</em> '' attempted to contact me on that invalid phone number on XX/XX/<em>XXXX</em>, more than <em>XXXX</em> weeks after I <em>informed</em> them telephonically that the <em>XXXX</em> phone number was no longer valid. This constitutes a gross violation of account security, as the phone number may well have <em>been</em> reassigned to another customer by that date. Synchrony Bank is fully responsible for any breach of account security due to their grossly irresponsibility and negligence."]},"sort":[8.438743,"19204934"]},{"_index":"complaint-public-v1","_id":"3125920","_score":5.971353,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am writing to you to explain an unfortunate experience with American Express ( AmEx ), the company with which I have a charge card for business purposes through my employer. The full description of the events appears in a PDF attachment to this online form. In summary, AmEx overcharged my account for several hundred dollars of late fees, refused to explain the reasoning and / or calculations behind the amount of fees charged, repeatedly gave me false information about my account, and in the end refused to credit any amount of the fees back, in spite of a representative admitting that they were incorrectly applied. \n\nI have spent many hours attempting to work through this issue with AmEx but am at a point where I think I need to bring in some external help. Ive summarized my request at the end of the email, but in summary, I am asking for AmEx to make me whole for the time and money Ive spent trying to resolve this debacle, by refunding me for {$410.00} in charges ( detailed further below ), plus some amount of damages for the 35+ hours Ive spent with AmEx representatives trying to get to a satisfactory resolution here. \n\nMany thanks for you help in advance. \n\n-- -- -- -- -- -- -- -- -- -- -- -- - Sequence of Events : - XX/XX/XXXX : I booked a ticket to XXXX flight totaling {$5100.00} for an upcoming business trip scheduled for XX/XX/XXXX. The charge was billed to my corporate AmEx card. \n- XX/XX/XXXX : My travel plans changed very close to the flight, and I requested a refund of the flight ( minus a {$100.00} change fee ). This amount was due to be paid off on my card on my statement closing date of XX/XX/XXXX. However, the refund took a while to be processed by the travel company and was ultimately received on XX/XX/XXXX, bringing my account into a 15-day grace period ending on XX/XX/XXXX. \n- XX/XX/XXXX : When a payment was ultimately made on my account on XX/XX/XXXX of {$810.00}, my account was brought past the 15-day grace period ending on XX/XX/XXXX, bringing my account into a >45-day past-due state. \n- XX/XX/XXXX : A late fee of {$39.00} was charged by AmEx to my account. \n- XX/XX/XXXX : When I realized what had happened, I called AmEx to explain the situation and spoke to a very helpful and understanding AmEx customer service representative, who told me that the late fee would be waived given the circumstances. My employer continued to pay my ongoing charges on a regular schedule ( less the {$39.00} late fee, which was supposed to have been waived ). \n- XX/XX/XXXX : A late fee of {$39.00} and a delinquency charge of {$280.00} were charged to my account. A payment of {$11000.00} that my employer was processing to AmEx ultimately cleared on the next day, on XX/XX/XXXX. \n- XX/XX/XXXX : The first late payment fee of {$39.00} was finally waived and processed on my account. \n\nSummary of Calls to AmEx : - Late XX/XX/XXXX : I was surprised and alarmed to receive the charges on XX/XX/XXXX. When I realized the issue, I called AmEx in order to seek out an explanation. I explained the situation and was transferred multiple times. One of the representatives I spoke to ( Representative # 1 ) said that she did not have access to the information behind the new charges on my account and couldnt ( or wasnt allowed to ) explain them. I ended up being transferred to her manager ( Manager # 1 ), who stated that the charges couldnt be reversed, even though I had already received a waiver of the first late payment charge. Rather than listening to my reasoning and answering my questions, she lectured me about paying my charges on time and implied that the situation was my fault, in a tone that felt very condescending and unwarranted. When I expressed my concern that I was being charged an outsized delinquency fee due to a lingering {$39.00} unpaid late fee ( which had still not been reimbursed by AmEx ), she stated in no uncertain terms that American Express never charges late fees on late fees. I ended up needing to end the call in order to get back to work, although my questions had been unanswered. This series of conversations was very frustrating and also a bit unnerving ; it felt as if the customer service representatives either had the wrong information or had been instructed not to provide further information on certain account details ( for example, a representative who told me that she wasnt allowed to share certain details around my account which subsequent representatives were able to ( see below ) ). I spent nearly 2 hours on the phone throughout these first conversations. \n- Late XX/XX/XXXX ( continued ) : The same evening ( or perhaps the next evening ), I called AmEx again from home, again seeking a suitable explanation of the charges. I had already printed all of my recent monthly statements and was looking for someone to walk me through them so I could understand what had happened ( as well as audit / identify a mistake if necessary ). The first representative I spoke to ( Representative # 2 ) pushed back on the idea of explaining any of my charges, again stating ( as Representatives # 1 had ) that they did not have the authority or the systems access to see the charges. I was eventually transferred to someone who reluctantly took the time to walk through the charges month by month ( Representative # 3 ). It was difficult to get him to answer simple questions ( in many cases yes / no questions ) about simple aspects of my account, for instance, the date on which a given payment was due, the date on which a late payment charge is applied, and what the {$280.00} charge was for and how it was calculated. \no Representative # 3 stated that all charges are due on the next occurring payment date ( for example, my payment due dates are on the XXXX  of each month ; therefor, for a charge on the XX/XX/XXXX, the payment associated with that charge would be due two days later, on the XXXX  ). \no Although I was surprised by this, I continued to work with Representative # 3 to walk through my charges and payments, working to understand the due dates and balances due, although this was incredibly difficult. \no Sometimes he would go for long periods without responding, and at one point the line dropped, and I suspect ( although I can not be sure ) that he simply hung up on me. \no I immediately connected to americanexpress.com via chat in order to be connected to the same representative to continue the conversation, but I was told it was against policy to connect a customer with a specific representative. At the end of the day, I had spent 45 minutes on the phone with this individual before the call ended abruptly. \n- Late XX/XX/XXXX ( I believe XX/XX/XXXX ) : Later that week when I had another opportunity, I called again in search of a representative who could explain the charges to me. I ultimately was able to speak to someone named XXXX, who was able to walk me through the payments and due dates. \no In contrast to what Representative # 3 stated, XXXX informed me that payments for charges up to the XXXX of any given month are due on the XXXX of the following month. \no If payments are not received after a 15-day grace period following the payment date, then a {$39.00} late fee is charged. \no XXXX was willing and able to walk through my entire set of statements. \no We determined that the delay in the receipt of the airfare refund had resulted in a past-due balance of {$180.00} which passed the grace period on XX/XX/XXXX, resulting in the late fee of {$39.00} being charged on XX/XX/XXXX ( this is the charge that AmEx had already agreed to waive, but which had not yet been waived ). \no We determined that, in addition to the initial late fee charged ( which was supposed to have been waived ), a balance of {$120.00} had carried over past the grace period ending on XX/XX/XXXX ( this I accept responsibility for ), resulting in a second {$39.00} late payment charge on XX/XX/XXXX. \no XXXX explained that, past the 15-day grace period, there is a second period ( up to the XXXX of the following month ), after which a delinquency charge is applied, equal to 2.99 % of the past-due amount. We identified that 2.99 % of the past-due amount would have been 2.99 % x {$120.00} = {$3.00}. This would be charged on top of the {$39.00} late fee. However, the charge that appeared on XX/XX/XXXX was not {$3.00}, but {$280.00}. XXXX and I were both perplexed by this. In XXXX words, I do see that the number is off, concluding that it was an error that would need to be reviewed and corrected by the accounting team. \no When I expressed concern about the time it would take to resolve this ( and the possibility of incurring further fees if not fixed in a timely manner ), XXXX reassured me that no further late fees would be incurred until XX/XX/XXXX, giving me time to resolve this. \no I thanked XXXX and expressed my frustration with the previous AmEx representatives. \no XXXX assured me that this would be resolved, and explained that he was going to follow up with his manager, who would reach out to me within 24-48 hours with a resolution. He stated, I can assure you that this will be resolved in the next 24-48 hours, and promised that his manager would be reaching out within that time frame to ensure the charge was reversed. \no XXXX further assured me that he would personally call on Monday after that weekend, to see how the matter had been resolved ( he was off for the next two days ). \n- The next two days : In spite of XXXX reassurance, I did not receive any call back from American Express within the 48 hour period. \no Furthermore, XXXX did not call back on Monday to follow up. \n- XX/XX/XXXX : On Tuesday, I called AmEx to follow up and requested to speak with XXXX. I was told that XXXX was unavailable, so I asked to speak with a manager. I was connected to a manager, XXXX, and explained the situation and that I was waiting for a call from a manager and / or XXXX to resolve the incorrect charge. \no XXXX took some time to review the case. He then apologized for the delay and said that he had left a message / note for XXXX to call me back. XXXX said he would personally follow up with XXXX to make sure XXXX got back in touch with me with a solution. \no As I had received good service from XXXX previously, I was happy to have XXXX call me back after being reminded by XXXX. \no I further expressed concern to XXXX that the incorrect delinquency fees could potentially be reported to the credit bureaus before they were resolved, impacting my credit for a mistake on AmExs part. XXXX assured me that as the corporate account is held in my employers name, AmEx will never report any finance charges or delinquencies to the credit bureaus anyway, so there would be no negative impact. \n- Feeling better about the situation at that point, ended up being transferred to another AmEx representative in rewards ( Representative # 4 ), who persuaded me to sign up for a corporate rewards program that would give me AmEx points for spending on my corporate card, in exchange for a {$90.00} annual fee : o Representative # 4 told me that the rewards program is for customers whose accounts are in good standing, and that my account was in good standing at that moment, so I qualified for the program. \no I took this as a good sign that XXXX  investigation was well underway and that the accounting department had made progress toward reversing. \no Feeling that the situation was still on the way toward being resolved, I signed up for the corporate rewards program and had a {$90.00} fee charged to my account to start the program. \n- Over the next week : Unfortunately, over the next week, I still did not hear back from XXXX. \n- XX/XX/XXXX : I called AmEx to ask for XXXX, and was again told that he was unavailable. I explained the history to the representative, who then connected me with their manager, who turned out to be XXXX. \no I explained to XXXX my frustration at XXXX managers failure to follow up the first time, XXXX  lack of follow-through in checking on the status of the situation, and finally XXXX   own failure to follow up as he said he would on our last call. \no XXXX apologized profusely. \no I asked what the status was with the accounting teams investigation into and correction of the error that XXXX had identified. XXXX revealed that he had no updates and didnt believe the team had actually been given the case to review. \no As a simple solution to the matter, I requested that XXXX reverse the {$280.00} delinquency charge. XXXX apologized and said that the accounting team would still have to review the validity of the charge first ( even though, apparently they had not even begun the review in spite of my first conversation with XXXX having occurred weeks before ). \no XXXX said that the charges were calculated by AmExs computers and were most likely accurate. \no I countered that, in spite of having spoken to close to 10 different AmEx representatives, not a single person had been able to explain the delinquency charge to me and how it was calculated ( except for XXXX ).  Furthermore, I argued that AmExs computers and algorithms are only there to implement delinquency policies that must be set by ( and therefore understood by ) AmExs staff and customers. \no XXXX apologized again and said that he would escalate the matter to a much more senior manager within AmEx. \no I requested that this person listen to all of my prior calls on the matter in order to get up to speed, and hear how unprofessionally the matter had been handled by AmEx to date. \no XXXX assured me that the senior manager would listen to the calls in detail, and that it may take a few days, but that she would get back to me with a response as soon as possible. \no I warned XXXX that I would call back, and told him that it would be pretty awkward for him if I ended up calling and speaking to him again, without any contact from AmEx. \no XXXX assured me that this would not happen. \n- XX/XX/XXXX : Having heard nothing again, for the third time, I called American Express back again. I requested to speak to XXXX and was told that he was unavailable. I was transferred to another manager, this one named XXXX. \no XXXX was the most knowledgeable representative I spoke with. She walked me through the way the late charges are applied to accounts : XXXX corroborated XXXX explanation of the statement due dates ( they are due on the XXXX of the month following the date they are incurred ( as opposed to what Representative # 3 had stated ). \nThereafter, XXXX explained that a {$39.00} charge is applied when a balance is carried past the 15-day grace period, followed by a further 2.99 % charge when the balance is carried past the XXXX of that month. \nContrary to XXXX, however, XXXX explained that the 2.99 % charge is applied not to the amount of the balance that has carried over ( in my case, {$120.00} ), but instead to the whole outstanding balance on the card at that time. In my case, this amounted to {$9500.00}. In other words, although only {$120.00} was past-due, and {$9400.00} had been charged inside of the last month and was still current, I was charged a fee of 2.99 % of the entire outstanding amount. \nFurthermore, this {$9500.00} balance ( on which the 2.99 % fee was charged ) included the {$39.00} late fee that AmEx agreed to waive ( but which hadnt yet been processed ). \no In other words, I was being charged a late fee on a late fee, contrary to what Manager # 1 had told me at the start of this process. \no Further, the delinquency charge was levied on a late fee that that was not my responsibility and that has subsequently been waived ; however, the {$280.00} delinquency charge was never reduced. \nFrustratingly, my company had processed a payment of {$11000.00} the week prior, and the payment cleared the day after the delinquency fee was charged, XX/XX/XXXX. Had the payment cleared just one day prior, the delinquency fee would never have been charged. \no I explained the situation to XXXX and laid out my frustrations with the inconsistent information that AmEx representatives had provided time after time, and the disturbing lack of understanding that many representatives had exhibited. As I explained to XXXX, the representatives inability to explain simple policies, and in many cases their entirely false representations, have made me question everything that AmEx representatives have told me since ( including XXXX ). \nXXXX apologized for the other representatives behavior and assured me that a full investigation into their statements and behavior, and feedback, would be provided to them following our call. \nShe also agreed to try to reverse the {$280.00} delinquency charge, given the circumstances. She then put me on hold and took some time to look into the matter. \nAfter approximately 10-15 minutes, she returned and told me that it would be impossible for AmEx to reverse the charge, as it was against my employers policy with AmEx. I asked why my employer would care whether AmEx covered the fees, and XXXX effectively punted the question to my employer. \nI reminded XXXX that I had been a loyal AmEx customer for close to ten years, that my account had been in good standing since that time with no issues, and that, if I had a choice, I would simply use a personal credit card and pay out of pocket for these business-related expenses and seek reimbursement after-the-fact from my employer, to avoid such issues with AmEx in the future. I further reminded her that I had acted under the guidance of multiple AmEx representatives, who had not only told me false payment dates, but who had also told me that the delinquency charge was incorrectly applied and should be reversed. \nAt the end of the day, though, XXXX said that she was unable to waive the charge without my employers consent. \nI pointed out that the {$280.00} delinquency change was made on a balance that included the {$39.00} late fee, and that Manager # 1 had told me that AmEx never charges late fees on late fees. XXXX response was simply, AmEx almost never charges late fees on late fees. \nBy the time the call ended, I had been on the phone for one hour and 48 minutes with AmEx in this instance. \no XX/XX/XXXX : I contacted a colleague at my employer who handles AmEx expenses, and she informed me that when AmEx waives any late fees, they are still charged back to my employer. I found this highly surprising, as XXXX and other representatives had represented that AmEx was covering these fees when they are waived. I am still without a satisfactory resolution to the delinquency charges. \nAmExs Contradictions / False Representations : Inconsistent representations provided by AmEx representatives include but are not limited to the following : - Payment dates : Representative # 3 contradicted XXXX and XXXX about when payments are due after each charge is billed ( the responses differed by a full 30 days ). \n- Delinquency charge policy : XXXX and XXXX contradicted one another on the balance to which the 2.99 % finance charge is applied when levying a delinquency charge ( a difference of {$9400.00} ). \n- Whether late charges are charged on late fees : While Manager # 1 assured me that late fees are never charged on late fees, XXXX gave me a slightly different answer, saying that they almost never are applied. \n- AmEx waiver of fees : XXXX led me to believe that AmEx was willing to waive the delinquency charge ( incurring the cost itself ), if only my employer would have allowed them to do so. However, my employer explained to me that a waiver from AmEx would simply result in the fees being billed to my employer. In so doing, she made it seem as though AmEx was trying to help me but my employer was blocking the fee reversal ( which was not true ). \n- Account in good standing : Representative # 4 told me in no uncertain terms that my account was in good standing, and allowed and encouraged me to sign up for a {$90.00} charge for the corporate rewards program. This contradicted XXXX, who told me that my account was not in good standing and in fact had not been current since the delay in the refund had occurred. I guess that Representative # 4 was simply trying to make a commission and was willing to bend the truth in order to make the sale. \n- Follow-ups that didnt happen - Waiver to be received in 4-6 days that didnt happen - At the end of the day, I am feeling highly exploited,  neglected, and even deceived by the AmEx customer service I have received throughout this process. I have wasted hours of my time trying to get this satisfactorily resolved, to no avail. At the end of the day, I paid the late fees and delinquency charges out of pocket, simply to avoid being charged further fees on top of fees, and I am now highly concerned that I or my employer might accidentally misstep rules and policies that we dont know and that AmEx representatives are unable or unwilling to explain. \n- I would like to respectfully enlist the help of the Consumer Financial Protection Bureau to investigate this matter further, as I am beginning to suspect that AmEx may be seeking to make a larger portion of its own revenues from inconsistently and transparently applied late and delinquency charges, without the knowledge or understanding of its customers, and without proper disclosure ( or understanding ) from its  own representatives. I would find this highly unethical and even questionable in terms of its legality. \n- I would like to seek from AmEx a satisfactory response to this matter, after a thorough investigation into this matter internally ( including reviewing all calls between myself and AmEx representatives on this matter ). I would expect such response to address the various points and inconsistencies Ive mentioned above, as well as the false representations made by several of the representatives I spoke with.","date_sent_to_company":"2019-01-16T08:31:45.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"10035","tags":null,"has_narrative":true,"complaint_id":"3125920","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-01-16T02:48:17.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["o XX/XX/<em>XXXX</em> : I contacted a <em>colleague</em> at my employer who handles AmEx expenses, and she <em>informed</em> me that when AmEx waives any late fees, they are still charged back to my employer. I found this highly surprising, as <em>XXXX</em> and other representatives had represented that AmEx was covering these fees when they are waived. I am still without a satisfactory resolution to the delinquency charges."]},"sort":[5.971353,"3125920"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":8,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":8}]}},"product":{"doc_count":8,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":1},{"key":"Savings account","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2}]}},{"key":"Mortgage","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1},{"key":"FHA mortgage","doc_count":1}]}},{"key":"Student loan","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Private student loan","doc_count":2}]}}]}},"issue":{"doc_count":8,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Dealing with your lender or servicer","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble with how payments are being handled","doc_count":2}]}},{"key":"Applying for a mortgage or refinancing an existing mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Fees or interest","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with fees","doc_count":1}]}},{"key":"Managing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem using a debit or ATM card","doc_count":1}]}},{"key":"Problem caused by your funds being low","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Overdrafts and overdraft fees","doc_count":1}]}},{"key":"Problem when making payments","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem during payment process","doc_count":1}]}},{"key":"Trouble during payment process","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":8,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":8}]}},"company_response":{"doc_count":8,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":6},{"key":"Closed with monetary relief","doc_count":1},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":8,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":8}]}},"company":{"doc_count":8,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"DISCOVER BANK","doc_count":2},{"key":"AMERICAN EXPRESS COMPANY","doc_count":1},{"key":"AMERISAVE MORTGAGE CORPORATION","doc_count":1},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":1},{"key":"Mr. Cooper Group Inc.","doc_count":1},{"key":"SYNCHRONY FINANCIAL","doc_count":1},{"key":"UNITED SERVICES AUTOMOBILE ASSOCIATION","doc_count":1}]}},"state":{"doc_count":8,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"VA","doc_count":2},{"key":"AZ","doc_count":1},{"key":"CO","doc_count":1},{"key":"IL","doc_count":1},{"key":"MN","doc_count":1},{"key":"NY","doc_count":1},{"key":"OR","doc_count":1}]}},"company_public_response":{"doc_count":8,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":2},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":1},{"key":"Company believes the complaint provided an opportunity to answer consumer's questions","doc_count":1}]}},"tags":{"doc_count":8,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":2},{"key":"Older American, Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}