{"took":169,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":12,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"13412919","_score":20.949574,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX I contacted customer support to notify them of an unauthorized transaction this was via chat they automatically closed my claim and did not take action in protecting my account every day since then I have contacted customer support because there were more unauthorized transactions made on my account I notified them everytime I thought they have put in my dispute for these unauthorized transactions and I had to wait 45 days but during this time they allowed over XXXX XXXX dollars to be taken out of my account I have screen shots of all of my conversations through the chat that shows I am letting them know someone has access and I did not give it to them and my funds are being depleted. I finally get an email after asking whats going on they say they closed my case every time I reported to the better business bureau I asked them for a detailed detailed list of my transactions from XX/XX/XXXX to present day they onky sent me a detailed transaction statement from XXXX my funds were already taken by then .I finally got a hold of a live person on XX/XX/XXXX and I spent over 2 hours on the phone going over these 43 unauthorized transactions he did not let me finish going over everything transaction that I did not make he said he is not allowed to take calls longer than an hour .so I would have to call back. I asked and do what start from the regaining its going to take me the same amount of time .but I manged to get some turned into disputes and all were almost immediately denied so I called again and was on the phone for 2 hours 45mins going over one by one transactions I did not authorize and they again instantly denied my disputes threatened to close my account and when I called again they tokd me my account was verified and that my account is not in danger of getting closed but I would have to go on the app and one by one click on each transaction and dispute them one by one I told them the app is not letting me have that option for all of the transactions what do I do he said thats how I do it .I tried was onky able to do a few and they still are denying my disputes they could have prevented this from happening I literally every single day told them money was being taken out of my account no one has my information but me and cash app and I did not authorize these and I want them to put in a dispute or escalate to whatever is higher bc I have over XXXX dollars missing .I am waiting to here back from the better business bureau and cash app is not coming uo with any solution I already received 2 new cards since then and this XXXX time I had to start the disputes over again canceled my newest card and wants me to order another one again its now may I have contacted them with this situation as every single transaction they allowed to go through that was not me and they are doing nothing t I help me there just instantly denieing my disputes","date_sent_to_company":"2025-05-08T18:18:03.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"933XX","tags":null,"has_narrative":true,"complaint_id":"13412919","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-05-08T17:19:03.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I contacted customer support to notify them of an <em>unauthorized</em> <em>transaction</em> this was via <em>chat</em> they <em>automatically</em> <em>closed</em> my <em>claim</em> and did not take action in protecting my account every day since then I have contacted customer support because there were more <em>unauthorized</em> transactions made on my account I notified them everytime I thought they have put in my dispute for these <em>unauthorized</em> transactions and I had to wait 45 days but during this time they allowed over XXXX XXXX dollars to"],"issue":["<em>Unauthorized</em> transactions or other <em>transaction</em> problem"]},"sort":[20.949574,"13412919"]},{"_index":"complaint-public-v1","_id":"16956822","_score":19.975554,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This updated report is specifically crafted to argue Cash App 's responsibility for the denial of your disputes and to demonstrate their failure to adhere to proper dispute resolution procedures. It focuses on proving that the denials were based on internal errors and pretexts, not on the merit of your claim. \nLEGAL REPORT : CASH APP RESPONSIBILITY FOR DISPUTE DENIALS CORE ARGUMENT : Cash App 's repeated denial of your XXXX unauthorized transactions ( totaling over {$17000.00} ) is a direct result of their own negligence : ( XXXX ) Failing to secure your account after initial report, ( XXXX ) Agent error in filing the dispute list, and ( XXXX ) Using pretextual excuses to refuse subsequent investigation. \nI. Proof of Cash App 's Initial Negligence Cash App 's initial failure to act directly enabled the total loss of over {$17000.00}. \n| Date/Period | Your Action | Cash App 's Failure | Legal Implication | | -- -| -- -| -- -| -- -| | XX/XX/XXXX | You reported XXXX unauthorized transactions via chat support immediately upon noticing them. | Support told you to wait XXXX to XXXX  days before they could take action. | Failure to Secure Account : This XXXX day delay is the direct cause of the subsequent XXXX transactions going through, demonstrating a failure to protect your account following an explicit fraud warning. | | XXXX XXXX| You received \" about XXXX times if not more '' emails stating, \" we are closing your request ''. | Cash App closed your fraud reports without taking substantive action. | Systemic Failure to Investigate : Proof of Cash App 's system automatically dismissing reports, which led to the total loss. | II. Proof of Agent Error Leading to Denials Your documents confirm the agent on XX/XX/XXXX, improperly filed your claim, allowing Cash App to use the wrong data to deny all XXXX transactions. \n| Transaction | Amount | Your Status ( Fact ) | Cash App Action ( Error ) | Proof of Cash App 's Responsibility | | -- -| -- -| -- -| -- -| -- -| | XXXX XXXX | - {$290.00} | AUTHORIZED / INTERNAL | The agent incorrectly filed this internal/authorized transaction as a dispute. | Filing Error : Cash App based its denials on an incorrect list that included transactions you never intended to dispute, validating your claim that the agent \" incorrectly marked certain transactions as unauthorized ''. | | XXXX  # XXXX | {$690.00} | UNAUTHORIZED| Denied as \" authorized transaction and no error occurred ''. | Uninvestigated Claim : Cash App used a generic template to deny a fraudulent transaction, claiming it was authorized without proper investigation, likely due to the initial agent error. | III. Proof of Pretextual Account Closure and Refusal to Investigate Cash App shut down your ability to pursue the correct claim by repeatedly using conflicting excuses. \n| Date/Period | Cash App Action | Pretext/Excuse Used | Legal Implication | | -- -| -- -| -- -| -- -| | XX/XX/XXXX & XX/XX/XXXX | Closed your Cash App Card and denied the {$5200.00} XXXX XXXX dispute. | Closed because you \" didn't verify your identity after your dispute was flagged as potentially fraudulent or false ''. | Contradictory Excuse : You repeatedly stated you were \" verified jnce XXXX '', and yet Cash App used \" failure to verify '' as the pretext to deny major disputes and close your card. | | XX/XX/XXXX ( Your submission of the correct XXXXitem list ) | Support Agent response. | \" We are not able to investigate this issue at the time due to the current state of your account. '' | Refusal to Investigate : Cash App used the closed account status ( a consequence of their own pretextual denial ) as a definitive and permanent excuse to avoid investigating your detailed, corrected, and documented {$17000.00} claim. | | XX/XX/XXXX ( Bulk denial event ) | XXXX separate denial emails sent. | Each email claimed : \" this transaction was authorized by you ... and no error occurred ''. | Bad Faith Dispute Processing : The use of identical boilerplate language to dismiss XXXX separate transactions in bulk proves Cash App did not conduct a separate, thorough investigation for each charge, reinforcing the finding that the denial was automatic and wrongful. | Demand for Recourse Based on the documented failures above, Cash App is responsible for the denial of your disputes because : * Their mandated XXXX day delay in XX/XX/XXXX enabled the full extent of the fraudulent activity ( {$17000.00} ) to occur. \n* Their agent 's error created a flawed dispute record, which Cash App then used to justify their subsequent denials and account closures. \n* They explicitly and repeatedly refused to investigate the correct list of XXXX unauthorized transactions, using the closed account status ( a condition they created ) as an excuse. \nI am demanding the full recovery of your unauthorized losses ( over {$17000.00} ) because the undisputed evidence shows you did not make these purchases, nor did you authorize anyone to, and Cash App failed in its duty to protect your account and properly process your legitimate fraud reports. I had a.i go through all my emails and screenshots from Cash app chat and this is what has been going on","date_sent_to_company":"2025-10-31T07:48:36.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"933XX","tags":null,"has_narrative":true,"complaint_id":"16956822","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-10-31T07:32:31.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["| | XXXX  # XXXX | {$690.00} | <em>UNAUTHORIZED</em>| Denied as \" authorized <em>transaction</em> and no error occurred ''. | Uninvestigated <em>Claim</em> : Cash App used a generic template to deny a fraudulent <em>transaction</em>, <em>claiming</em> it was authorized without proper investigation, likely due to the initial agent error. | III."],"issue":["<em>Unauthorized</em> transactions or other <em>transaction</em> problem"]},"sort":[19.975554,"16956822"]},{"_index":"complaint-public-v1","_id":"15886386","_score":18.528421,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Hi, Heres the exact issue. The cash apps algorithm is designed to instantly show the amount thats supposedly being transferred before it actually deducts from your linked method of payment. On XX/XX/XXXX, I tried to add {$10.00} from my XXXX XXXX account which was linked before the {$10.00} transaction was labeled as failed. Cash app shockingly deducted from my former XXXX  checking account that has been closed since XXXX and unlinked on the same day of the transaction.Then when I returned to the app, it placed my account balance in a negative state for a while until I decided to add at-least {$1.00} to relieve some confusion. Then I added {$13.00} and {$7.00} to potentially reflect the total of {$21.00} on my cash app account. It currently shows {$10.00}, which apparently, correlates to a ledger mismatch, Cash App front loaded the {$10.00} and got rejected by XXXX XXXX  ( since my account has been closed since XXXX ) reversed it, which caused my balance to dip negative since the XXXX transfer failed. So, clearly the amount that XXXX missing which is {$10.00}, has been absorbed into offsetting the failed transaction, leaving me with {$10.00} instead of {$21.00}. Their system treated me as if I owed them {$10.00} instead when no transfer has been approved from any bank account. So, therefore the payment method was unauthorized/unintended. Its clearly an internal ledger error issue on Cash Apps end not an external bank issue since no XXXX debit succeeded. I initially contacted Cash Apps customer support XXXX  days after I first noticed this issue on XX/XX/XXXX because I expected its system to automatically correct itself by refunding the actual amount back. I used chat support to no avail as displayed in the screenshots and I spoke to XXXX Cash App representative over the phone and he stated that was the money that I owed despite no transaction being processed or approved from any bank. He just kept deflecting and mentioning transactions that were irrelevant to this situation and concluded by saying that I should contact my bank as well as letting his supervisor contact me. This conversation took about XXXX mins in total and I called my former XXXX XXXX  for some clarity this past Monday but she clearly said that they cant access or review any info since the account has been closed so, therefore it was a waste of time.The supervisor being more reluctant to resolve this issue by ignoring the prime details of my message and then replying with a generic dismissive response to eventually close my claim. Very disappointing.","date_sent_to_company":"2025-09-11T13:21:45.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"11701","tags":null,"has_narrative":true,"complaint_id":"15886386","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-09-11T08:31:17.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["So, therefore the payment method was <em>unauthorized</em>/unintended. Its clearly an internal ledger error issue on Cash Apps end not an external bank issue since no XXXX debit succeeded. I initially contacted Cash Apps customer support XXXX  days after I first noticed this issue on XX/XX/XXXX because I expected its system to <em>automatically</em> correct itself by refunding the actual amount back."],"issue":["<em>Unauthorized</em> transactions or other <em>transaction</em> problem"]},"sort":[18.528421,"15886386"]},{"_index":"complaint-public-v1","_id":"17117734","_score":18.340298,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Rebuttal to Block, Inc. ( Cash App ) Response CFPB Complaint # XXXX : XX/XX/year> To : Consumer Financial Protection Bureau XXXX CFPB ) Re : Complaint # XXXX Unauthorized {$1000.00} XXXX Transaction Dispute Denial and Account Closure by Cash App ( Block, Inc. ) Filed : XX/XX/year> Block , Inc . Response : XX/XX/year> ( Request for Additional Time ) I am writing to rebut Block, Inc. 's ( Cash App ) XX/XX/year> response to my complaint, which requests an extension of time to investigate my case. This request is unwarranted and appears to be a delay tactic, as new evidence directly contradicts the basis for their denial of my original dispute. I expect the CFPB to intervene promptly to enforce the XX/XX/year> CFPB enforcement order requiring automatic refunds for unauthorized transactions like mine, without further postponement. Background Recap : On XX/XX/year>, I reported an unauthorized {$1000.00} peer-to-peer ( XXXX ) fraudulent transaction on my Cash App account : Cash App denied citing \" XXXX verification not completed by XX/XX/year> '' as the reason, and immediately closed my account. This denial violated Regulation E ( 12 C.F.R. 1005.11 ), which mandates a reasonable investigation and provisional credit for unauthorized electronic transfers. I filed this CFPB complaint on XX/XX/year>, after months of unresolved back-and-forth, expecting alignment with the CFPB 's order for redress in such cases. New Evidence Invalidating the Denial : Upon filing my complaint, I immediately contacted Cash App support via in-app chat to provide the CFPB complaint number ( # XXXX ) for their records and to ensure all details were linked to my case. During this conversation on XX/XX/year> the support agent explicitly confirmed that my identity has been fully verified since XX/XX/XXXX, XXXX XXXX  months prior to the disputed transaction. This verification predates the incident by well over a year, rendering Cash App 's denial rationale entirely baseless. I have attached the full chat transcript screenshot as evidence ( XXXX XXXX XXXX XXXXXXXX ), along with the original denial email ( Attachment XXXX : XXXX ) for direct comparison. These documents clearly demonstrate a material error in Cash App 's handling, consistent with the systemic fraud investigation failures outlined in the CFPB 's XX/XX/year> enforcement action against Block , Inc. Why Block 's Extension Request Makes No Sense : Their stated denial reason is now proven false, eliminating any need for additional \" investigation '' time. \nUnder the CFPB order, eligible victims like me are entitled to automatic refunds up to {$120.00} XXXX in redressno manual review or delays required for verified unauthorized claims. \nGranting this extension would only prolong my financial harm ( e.g., lost {$1000.00} principal, plus any associated fees or interest at XXXX  % per annum under Reg E ). \n\nRequested Resolution : I demand that the CFPB : Notify Block , Inc. to immediately reverse the denial, issue a full {$1000.00} refund ( plus fees and interest ) to my linked account within 5 business days, and reopen my account. \nDeny their extension request and require a substantive response by XX/XX/year>. \nIf non-compliant, pursue enforcement penalties as per the XX/XX/year> order. \n\nThank you for your urgent attention to this matter. I am available for any clarification and can be reached at XXXX. I will also file a parallel complaint with the West Virginia Attorney General 's Consumer Protection Division to escalate if needed.","date_sent_to_company":"2025-11-08T09:13:31.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"17117734","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-11-08T08:36:17.000Z","state":"WV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I expect the CFPB to intervene promptly to enforce the XX/XX/year> CFPB enforcement order requiring <em>automatic</em> refunds for <em>unauthorized</em> transactions like mine, without further postponement. Background Recap : On XX/XX/year>, I reported an <em>unauthorized</em> {$1000.00} peer-to-peer ( XXXX ) fraudulent <em>transaction</em> on my Cash App account : Cash App denied citing \" XXXX verification not completed by XX/XX/year> '' as the reason, and immediately <em>closed</em> my account."],"issue":["<em>Unauthorized</em> transactions or other <em>transaction</em> problem"]},"sort":[18.340298,"17117734"]},{"_index":"complaint-public-v1","_id":"16644050","_score":17.73704,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Subject : Cash App / Square Financial Services Unauthorized Debits and Missing Refunds From XXXX Purchases Dear CFPB, I am filing this complaint against Cash App ( Square Financial Services ) for violating Regulation E ( 12 CFR 1005.11 ) by failing to return refunded funds to my account and for performing unauthorized debits from my linked bank card. \n\n\n\nSummary of Events My original purchases on XXXX were made using my Cash App card ( ending XXXX ). \nWhen my Cash App balance was low, Cash App automatically withdrew money from my linked XXXX XXXX  debit card ( ending XXXX ) without my authorization to cover the purchases. \nThis action caused my XXXX XXXX  account to overdraft. \nOn XX/XX/XXXX and XX/XX/2025, I canceled all the XXXX orders, and XXXX immediately processed full refunds back to Cash App, which was the original payment method. \n\nCash App continues to claim that those refunds were returned to my XXXX XXXX  debit card XXXX. That statement is false. My XXXX XXXX  statements clearly show that only a few partial refunds were ever received. \n\nRefund Details : Date Refunds Promised by Cash App Actual Refunds Received to XXXX  XXXX Missing Balance XX/XX/2025 {$8.00}, {$10.00}, {$9.00}, {$9.00}, {$31.00} ( Total {$70.00} ) {$5.00} + {$3.00} = {$8.00} {$61.00} XX/XX/2025 {$31.00} + {$10.00} ( Total {$41.00} ) {$7.00} + {$8.00} = {$16.00} {$25.00} Totals {$110.00} Missing Despite multiple requests, Cash App has refused to provide ARN ( Acquirer Reference Numbers ), transaction trace IDs, or network details ( XXXX XXXX, XXXX, etc. ) to verify any of these refunds. \nInstead, they closed my case with the statement that their prior email was the final resolution. \n\n\n\nViolations 1. Unauthorized electronic fund transfer Cash App withdrew funds from my linked XXXX  debit card XXXX without my consent when my Cash App balance was insufficient.\n\n2. Failure to provide verifiable proof of refund Cash App has not produced XXXX  or transaction trace data as required under Regulation E 1005.11.\n\n3. Failure to investigate and resolve error within 10 business days Cash App closed my complaint without investigation or recrediting the missing {$110.00}. \n\n\n\nRequested Resolution I respectfully request that the CFPB require Cash App / Square Financial Services to : 1. Provide all ARNs, trace IDs, and settlement network details for the refunds they claim were sent to XXXX XXXX  ; XXXX. Return or recredit the missing {$110.00} to my account ; and 3. Correct their internal practices to stop unauthorized withdrawals from linked debit cards without customer consent. \n\nI have attached supporting evidence, including : Cash App chat logs and emails from Advocate XXXX and XXXX showing refusal to escalate ; XXXX Bank transaction statements ( XXXX XXXX XXXX XXXX  ) ; XXXX refund confirmations ; Screenshots verifying the limited refunds actually received. \n\n\n\nThank you for your attention to this matter. Please contact me if further documentation is required. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2025-10-17T23:30:51.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"30038","tags":null,"has_narrative":true,"complaint_id":"16644050","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-10-17T23:02:49.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Correct their internal practices to stop <em>unauthorized</em> withdrawals from linked debit cards without customer consent. \n\nI have attached supporting evidence, including : Cash App <em>chat</em> logs and emails from Advocate XXXX and XXXX showing refusal to escalate ; XXXX Bank <em>transaction</em> statements ( XXXX XXXX XXXX XXXX  ) ; XXXX refund confirmations ; Screenshots verifying the limited refunds actually received. \n\n\n\nThank you for your attention to this matter."],"issue":["<em>Unauthorized</em> transactions or other <em>transaction</em> problem"]},"sort":[17.73704,"16644050"]},{"_index":"complaint-public-v1","_id":"20021866","_score":17.061745,"_source":{"product":"Credit card","complaint_what_happened":"I am filing this complaint against Klarna Inc. regarding their failure to properly handle my fraud dispute for a {$750.00} charge from merchant XXXX XXXX XXXX ( XXXX, XXXX / XXXX XXXX, XXXX, TX ). The charge was processed through my Klarna XXXX card ending in XXXX. \n\nBACKGROUND : In XX/XX/XXXX, I paid {$1500.00} total ( XXXX payments of {$750.00} ) to XXXX XXXX, operating as XXXX, XXXX ( website : XXXX ), for a custom-made XXXX pinstripe suit. The {$750.00} payment at issue was processed through Klarna on or about XX/XX/XXXX ( Invoice # XXXX ). The merchant advertised bespoke tailoring services, claiming suits were handmade internationally in cities such as XXXX, XXXX, and XXXX using premium fabrics. Text message evidence proves the merchant was simply ordering from an external supplier and reselling not providing custom tailoring as advertised. The merchant never delivered the suit, refused to provide a refund, and has been unresponsive. I filed a police report with the XXXX Police Department ( Report Number : XXXX, Tracking Number : XXXX ), which classifies this as theft of property. Other consumers have posted reviews online describing the same pattern of fraudulent behavior by this merchant. \n\nTIMELINE OF DISPUTE WITH KLARNA : XXXX. XX/XX/XXXX : I filed my first dispute with Klarna for the {$750.00} XXXX XXXX XXXX charge. I provided supporting documentation including the police report, text messages proving fraud, payment receipts, and evidence that the suit was never delivered. \n\n2. Between XX/XX/XXXX and XX/XX/XXXX : Klarna automatically canceled my first dispute without any notice, explanation, or written communication to me. I was never informed of this cancellation until I followed up. \n\n3. XXXX XXXX XXXX  : After discovering the first dispute had been unilaterally canceled, I filed a second dispute. Klarna confirmed the second dispute was opened as of XX/XX/XXXX. \n\nXXXX. XX/XX/XXXX ( XXXX XXXX with XXXX XXXX ) : I contacted Klarna live support to get an update. During this chat, the agent confirmed : ( a ) the first dispute was filed XX/XX/XXXX ; ( b ) the first dispute was \" automatically canceled '' by Klarna ; ( c ) a new dispute was opened XX/XX/XXXX ; and ( d ) the agent could not provide any documentation showing the specific reason for the first dispute 's cancellation. When I pressed for a reason, the only explanation given was that \" the merchant did not close the dispute in your favor and there was no information. '' The agent then attempted to end the chat without resolving my concerns. \n\nSPECIFIC ISSUES : 1. Unauthorized Cancellation of Consumer Dispute : Klarna unilaterally canceled my first dispute without my knowledge or consent. I never withdrew, canceled, or changed my position on this dispute. As a financial services provider processing credit transactions, Klarna has an obligation to properly investigate consumer disputes and provide written notification of outcomes. Canceling a dispute \" automatically '' without communicating the reason or result to the consumer is a potential violation of the Electronic Fund Transfer Act ( EFTA ), Regulation E, and fair billing practices under the Truth in Lending Act ( TILA ) and Regulation Z.\n\n2. Failure to Provide Written Notice of Dispute Resolution : Klarna never sent me any written communication by email, letter, or in-app notification informing me that my first dispute had been closed, denied, or canceled. Under applicable federal regulations, financial institutions are required to provide consumers with written notice of the results of a dispute investigation, including the reasons for the determination. Klarna failed to do so. \n\nXXXX. Inadequate Dispute Investigation : Despite being provided with substantial evidence of fraud including a XXXX Police Department incident report ( Report # XXXX ), text messages proving the merchant never intended to deliver the advertised services, and proof of payment Klarna appears to have either not conducted a thorough investigation or sided with the merchant without reviewing the evidence. The fact that the dispute was \" automatically canceled '' suggests a systemic or procedural failure rather than a substantive review. \n\n4. Agent Unable to Provide Resolution or Documentation : During the XX/XX/XXXX live chat, Agent XXXX was unable to provide any documentation explaining why the first dispute was canceled, could not offer any escalation path, and repeatedly attempted to end the conversation without resolving the issue.\n\nDESIRED RESOLUTION : 1. Full refund/chargeback of {$750.00} for the fraudulent XXXX XXXX XXXX transaction. \n2. Written explanation of why my first dispute ( filed XX/XX/XXXX ) was \" automatically canceled '' without notice, and what investigation steps were taken before closure. \n3. Confirmation that the second dispute ( opened XX/XX/XXXX ) will be properly investigated with a written determination provided to me regardless of outcome. \n4. Review of Klarna 's dispute handling procedures to ensure consumers are not having disputes automatically canceled without notification, as this practice may constitute a systemic unfair, deceptive, or abusive act or practice ( UDAAP ). \n\nSUPPORTING DOCUMENTATION AVAILABLE : - XXXX Police Department Summary Incident Report ( Report # XXXX ) - Klarna live chat transcript with Agent XXXX ( XX/XX/XXXX screenshots ) - XXXX payment receipt Invoice # XXXX ( {$750.00}, XX/XX/XXXX ) - Transaction detail showing XXXX XXXX XXXX charge on Klarna XXXX ending XXXX XXXX Text message thread with merchant proving fraudulent intent and non-delivery - Negative consumer reviews from other victims of XXXX  - Website screenshots from XXXX showing false advertising claims","date_sent_to_company":"2026-03-06T00:14:23.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75115","tags":null,"has_narrative":true,"complaint_id":"20021866","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Klarna AB","date_received":"2026-03-06T00:00:20.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["advertising <em>claims</em>"]},"sort":[17.061745,"20021866"]},{"_index":"complaint-public-v1","_id":"7117875","_score":16.319975,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX, my XXXX XXXX XXXX daughter was playing games on my phone. During that time, XXXX sent a pop up notification to my phone regarding tickets for a comedian named XXXX XXXX. That's how this mess started. \n\nI had recently gone through the mishandled situation with the XXXX XXXX XXXX program for XXXX XXXX where I was unable to get tickets. My daughter was very disappointed that I couldn't buy tickets for XXXX XXXX. So, when this phone notification for a different person named XXXX popped up on my phone while she was using it, she clicked on the link. That link took her straight to XXXX sales site for XXXX XXXX. My daughter kept pressing next to see what tickets had become available for the event she thought was XXXX XXXX. Unfortunately, the XXXX site login info and my credit card info was saved and automatically populated due to XXXX settings and XXXX wallet settings. The XXXX site automatically chose the best available seats and let my daughter continue all the way to the end of the process to buy the {$980.00} tickets. \n\nThe first I heard of this situation is when my daughter came to me after the transaction and showed me the congratulations you got tickets message on my phone. She had no idea what she had just done. She didn't understand that she had just paid money for real tickets. She absolutely did not have authorization to buy anything and didn't realize that she had. She thought I had some grown-up process I needed to do to buy the tickets she had already accidentally bought. \n\nI immediately called XXXX to fix the situation and couldn't get through. So, I emailed them of the fraudulent transaction so they could reverse the transaction right away. I got an automated unmonitored emailed response from XXXX. So, I started a chat conversation on the XXXX app. I was transferred to different departments and was told that someone would be reaching out to me to resolve the situation. I went back and forth with XXXX telling me their fraud dept. would help without action until XX/XX/XXXX. At that time I gave up on XXXX and called Best Buy Citibank to dispute the charge. \n\nOn XX/XX/XXXX, Best Buy Citibank opened a billing dispute claim and credited me for the amount of the transaction. I submitted the correspondence between me and XXXX on the Best Buy Citibank website. I didn't think much of it after that because I thought the situation was resolved. However, I noticed in XXXX that the charge was added back to my account. I called Best Buy Citibank again to find out what was going on. They apologized and said the issue was not a billing dispute but rather a fraud claim. \n\nOn XX/XX/XXXX, I was transferred to the fraud dept. where another claim was opened. That claim was denied on XX/XX/XXXX without explanation. \n\nOn XX/XX/XXXX, I called again. They apologized and said the claim had been closed in error and opened another claim. They credited the charge back to me again. They issued a new card and closed the old card. I was asked to send the communication with XXXX documentation again, which was faxed to them. \n\nOn XX/XX/XXXX, I checked my account again and realized that they had added the charge back on my account again and denied the fraud claim. They apologized again and told me it wasn't fraud, but rather a billing dispute. I told them that I was getting the runaround since I started in the billing dispute dept. They opened another billing dispute claim. On XX/XX/XXXX, the charge had still not been credited back to me yet. I spoke with a billing dispute escalations supervisor who apologized again and said he would credit the improper interest charged but that he couldn't credit the original charge until the next billing cycle on XXXX. He told me he was entering the note and that there was nothing due for the XX/XX/XXXX bill. \n\nOn XX/XX/XXXX, I got a collections call from Best Buy stating that I had missed a payment. Since I shouldn't have had a balance on my account, this was very upsetting. I called Best Buy Citibank again and was transferred to an Escalations Manager who said she was entering clearer notes to finally resolve the matter once and for all. \n\nOn XX/XX/XXXX, I received another collections call from Best Buy. I called them again and was told my claim had been denied again. I was transferred back to the fraud dept. Once again they told me it was not fraud and transferred me to the billing escalations manager. She told me she was not going to reopen the case. She told me that I am responsible for my child and therefore I am responsible for the charge. She told me my only option was to go back to the vendor ( XXXX ). I reminded her that I didn't have that option since the unauthorized purchase was for tickets for a show that had already past. XXXX wouldn't help me to begin with so they are certainly not going to refund the charge now. She said Best Buy Citibank could no longer assist me and that the payment for the {$980.00} charge plus interest is due. \n\nSo, now, I need assistance please. It is my understanding that since this was an unauthorized charge that the Citibank zero liability policy and the XXXX  zero liability policy should have resolved this matter. However, since they failed me as their customer, I need assistance enforcing the F.T.C. consumer protections please. I don't know what else to do. I appreciate your help. Thank you.","date_sent_to_company":"2023-06-14T19:51:48.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"89131","tags":"Servicemember","has_narrative":true,"complaint_id":"7117875","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-06-14T18:18:53.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["They apologized and said the issue was not a billing dispute but rather a fraud <em>claim</em>. \n\nOn XX/XX/XXXX, I was transferred to the fraud dept. where another <em>claim</em> was opened. That <em>claim</em> was denied on XX/XX/XXXX without explanation. \n\nOn XX/XX/XXXX, I called again. They apologized and said the <em>claim</em> had been <em>closed</em> in error and opened another <em>claim</em>. They credited the charge back to me again. They issued a new card and <em>closed</em> the old card."]},"sort":[16.319975,"7117875"]},{"_index":"complaint-public-v1","_id":"17819531","_score":15.181299,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"# CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ) FORMAL COMPLAINT * * Complainant : * * XXXX XXXX XXXX XXXX * * Date of Complaint : * * XX/XX/XXXX * * Company : * * Coinbase Global , Inc. \n* * Complaint Category : * * Deceptive and Unfair Billing Practices, Account Mismanagement, Obstruction of Customer Service * * * # # EXECUTIVE SUMMARY I am filing a comprehensive complaint against Coinbase for a systematic pattern of deceptive billing practices, unauthorized account closure, forced liquidation of customer cryptocurrency, use of fabricated policies to deny legitimate refunds, and deliberate obstruction of customer support channels. These practices appear designed to extract subscription fees from closed accounts while preventing customers from obtaining remedies or escalating complaints. \n\n* * * # # I. ACCOUNT CLOSURE AND FORCED BITCOIN LIQUIDATION # # # A. Timeline of Account Closure - My Coinbase account was restricted and then closed by Coinbase approximately one week before my latest subscription billing date ( around early XX/XX/XXXX ). \n- Support representatives explicitly confirmed multiple times that * * my account was closed/restricted. * * [ 1 ] [ 2 ] [ 3 ] - Multiple support agents acknowledged this account status while simultaneously denying my refund requests.\n\n# # # B. Coinbase 's Instruction to Withdraw, Followed by Prevention of Withdrawal - * * Before closing my account, Coinbase support instructed me to withdraw my Bitcoin * * to access my funds. [ 2 ] - Following Coinbase 's own instructions, I initiated a withdrawal of my cryptocurrency. \n- * * After I complied with their instruction, Coinbase then prevented me from completing that withdrawal. * * My account was frozen mid-transaction, leaving my cryptocurrency stranded and inaccessible.\n\n# # # C. Forced Liquidation as the Only Remaining Option - Unable to withdraw my XXXX as Coinbase had instructed, I was forced to * * sell ( liquidate ) my Bitcoin * * while my account remained in a restricted/closed state. \n- This forced liquidation resulted in a XXXX sale of approximately {$80.00} ( documented in my transaction history ). [ XXXX ] - I did not initiate this liquidation willingly ; it was the only mechanism available to attempt to recover my funds after Coinbase prevented the withdrawal they had instructed me to make. \n\n* * * # # XXXX. SUBSCRIPTION BILLING ON A CLOSED ACCOUNT XXXX XXXX XXXX XXXX Billing Timeline - My Coinbase XXXX subscription shows a free trial start of XX/XX/XXXX in which I chose not to renew. Then there is, with multiple failed billing attempts in XX/XX/XXXX. Which I told Coinbase I dont want their subscription - The first successful paid billing appears on XX/XX/XXXX ( annual \" Basic '' plan at promotional {$29.00}, regular $ XXXX ). \n- A second charge of {$29.00} was assessed on XX/XX/XXXX. [ XXXX ] [ XXXX ] XXXX XXXX XXXX XXXX XXXX XXXX  These charges were applied after my account was closed * * ( approximately one week prior ). And I didnt initiate this nor could I have with a closed account XXXX XXXX XXXX XXXX Why This Billing is Improper - A closed or restricted account can not provide subscription services or benefits to the customer. \n- I could not access the platform, trade, use fee waivers, or utilize any Coinbase XXXX features due to the account closure.\n\n- Coinbase 's own later communications state : \" Your Coinbase One subscription is canceled but will continue to be available until it expires on XX/XX/XXXX. Going forward, you will no longer be billed for Coinbase XXXX. \" [ XXXX ] - This confirmation that I \" will no longer be billed '' contradicts the charges that had already been applied while my account was closed. \n- Billing a closed account for services the customer can not access violates basic consumer protection principles and potentially violates the Electronic Fund Transfer Act ( EFTA ). \n\n* * * # # III. FABRICATED TRADING LIMIT USED TO DENY REFUND XXXX XXXX XXXX XXXX The {$25.00} \" Trading Limit '' That Doesn't Exist in Published Policy - In support chat, an agent named XXXX claimed that my subscription type has a * * fixed trading volume limit of {$25.00} * * for refund eligibility. \n- The agent explicitly wrote : \" there is a specific, fixed amount of trading volume which is {$25.00} for your subscription type that needs to be met to be eligible for the refund. Now, as I can see you have unfortunately already gone over that limit because of that XXXX trade, then, regrettably, you are not eligible for the refund. \" [ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  This {$25.00} limit does not appear anywhere in Coinbase 's published Coinbase XXXX terms for XXXX. customers. XXXX XXXX XXXX XXXX XXXX XXXX Published Policy Shows Much Higher Trading Volume Thresholds- Coinbase 's official Coinbase XXXX materials describe monthly trading volume caps in the thousands of dollars ( estimates range from {$10000.00} to XXXX XXXXXXXX depending on tier ), not {$25.00}. [ 11 ] [ 6 ] - A single {$80.00} XXXX trade is far below any reasonable monthly trading volume cap for a paid trading subscription. \n- Industry standard for subscription-based trading platforms is hundreds to tens of thousands of dollars in monthly volume, not {$25.00}. \n\nXXXX XXXX XXXX XXXX  The Logical Impossibility : Forced Liquidation Leading to Refund Denial - * * Coinbase instructed me to withdraw my funds. * * - * * I complied with their instruction. * * - * * Coinbase then prevented the withdrawal. * * - * * I was forced to liquidate my Bitcoin as the only remaining option. * * - * * Coinbase then used this forced liquidation as grounds to deny my subscription refund. * * This is circular and deceptive : Coinbase created the trading activity ( by forcing liquidation ), then used that forced activity to justify denying a refund for billing on a closed account. \n\n# # # XXXX XXXX 's Contradictory Statements About the Policy Itself- When I cited Coinbase 's own published Coinbase XXXX information showing a much higher trading volume threshold, XXXX responded : * * '' Please do not share the wrong policy information. \" * * [ XXXX ] - Yet XXXX provided no written policy reference for the {$25.00} limit and could not explain why it contradicts Coinbase 's public materials. \n- In the same conversation, XXXX also stated : \" XXXX, I must reiterate that there isn't a policy that covers this specific situation. \" [ XXXX ] - * * This is contradictory : * * XXXX simultaneously claimed there IS a {$25.00} trading limit policy that applies to my case, and then claimed there IS NO policy that covers my situationboth can not be true. \n\n* * * # # IV. CONTRADICTORY REFUND REPRESENTATIONS XXXX XXXX XXXX XXXX  Initial Refund Denial ( Based on Fabricated {$25.00} Limit ) - XXXX told me I was permanently ineligible for a refund because I had \" exceeded '' the {$25.00} trading limit through my {$80.00} XXXX liquidation. \n- This explanation relied on a non-existent policy and on trading activity that Coinbase itself forced. \n\n# # # B. Later Promise of Refund ( After 7-Day Cooling Period ) - Later in the same chat, XXXX stated XXXX \" I also wanted to let you know that your Coinbase XXXX subscription payment is still processing ; it typically takes seven business days to clear. If the funds are withdrawn from your bank account before then, please contact us again, and we'll help you with a refund. \" [ 2 ] - A different agent ( XXXX ) later explicitly promised : \" Please do not worry as we will help you with the refund of the subscription charge '' and explained a \" cooling period of 7 days, '' instructing me to contact Coinbase after 7 days with case number \" XXXX '' to obtain the refund. [ XXXX XXXX XXXX XXXX XXXX XXXXXXXX Why These Contradictions Are Deceptive - * * First, XXXX denied any refund * * based on a policy that doesn't exist and on forced trading activity. \n- * * Then, XXXX and XXXX promised refunds * * after a 7-day period, contradicting the permanent ineligibility claim. \n- This pattern made it impossible for me to know : - Whether I was actually eligible for a refund - What the real policy was - Whether the {$25.00} limit was legitimate - What steps I needed to take to obtain relief XXXX XXXX XXXX XXXX XXXX XXXX DECEPTIVE MISREPRESENTATION OF ACCOUNT STATUS XXXX XXXX XXXX XXXX Simultaneous Claims of Account Closure and Active Trading Activity - Support agents told me * * my account was closed/restricted * *, making it impossible for me to : - Log in - Transfer funds- Execute trades ( other than forced liquidation ) - Modify account settings- Access subscription features- * * Yet those same agents claimed * * I had : - Exceeded trading volume limits- Engaged in trading activity that violated terms - Made voluntary trading decisions that forfeited refund eligibility XXXX XXXX XXXX XXXX The Logical Contradiction - A closed account can not simultaneously : - Be completely inaccessible ( account closure ), AND - Contain voluntary trading activity that violates terms ( trading limit ) - Either the account was open and I could trade ( contradicting their closure claim ), or it was closed and I couldn't trade ( contradicting their trading limit claim ). \n- Coinbase 's simultaneous assertions of both conditions appear designed to justify both the lack of refund and the subscription charge on a non-functional account. \n\n* * * # # VI. SYSTEMATIC OBSTRUCTION OF CUSTOMER SUPPORT XXXX XXXX XXXX XXXX AI Chat Blockade Preventing Human Contact - After the account closure and forced liquidation, I attempted to open support chats to resolve the billing dispute. \n- * * Every single time I attempted to initiate a chat, the XXXX assistant immediately shut down the conversation before I could reach a human representative. * * - I was completely blocked from accessing live agent support through the chat channel. \n- This prevented me from : - Disputing the subscription charges- Challenging the {$25.00} limit explanation - Requesting documentation of actual Coinbase XXXX policy - Obtaining clarification on my account status - Escalating my complaint XXXX XXXX XXXX XXXX  Circular Referrals Between Support Channels - When I called phone support, representatives told me I had to use chat instead. \n- When I tried chat ( struggling past the AI blockade ), agents told me to call. \n- When I sent emails, support responded directing me to use chat. \n- Other email responses told me to call. \n- This created an endless loop : * * callemail, emailchat, chatcall, callemail, emailchat * *, with no channel providing resolution. \n\nXXXX XXXX XXXX XXXX Purpose and Effect of This Pattern - The circular referral system, combined with the AI chat blockade, * * functionally prevented me from obtaining meaningful customer support. * * - This obstruction made it impossible to resolve : - Billing on my closed account - The forced Bitcoin liquidation - Contradictory policy representations - Refund eligibility disputes- * * This pattern appears designed to exhaust customers into abandoning legitimate complaints * * while appearing to offer multiple support channels. \n\n* * * # # XXXX. REINTRODUCTION OF PREVIOUSLY-RESOLVED NON-ISSUE XXXX XXXX XXXX XXXX. Duplicate Account Issue Already Resolved - Months ago, when I filed my initial CFPB complaint, the agency and I discussed a duplicate account issue on my Coinbase profile. \n- I was previously unaware of this duplicate account 's existence, but I took steps to resolve it. \n- * * The duplicate account has been deleted and no longer exists. XXXX XXXX XXXX XXXX XXXX XXXX Suspicious Reintroduction During Current Dispute - During recent support interactions regarding my current subscription billing and forced liquidation disputes, a Coinbase representative ( XXXX ) suddenly brought up the duplicate account issue again. \nXXXX XXXX claimed : \" Upon checking in your account I can see there is a duplicate account associated with this account you need to delete your duplicate account first. \" [ 6 ] - * * The duplicate account does not exist. * * It was already resolved and removed months ago. \n\n# # # XXXX Apparent Use as Obstruction Tactic - Reintroducing a non-existent, previously-resolved issue appears designed to : - Deflect from current billing and forced liquidation disputes- Create confusion about what issues are actually pending - Suggest account problems originate from my end rather than Coinbase 's mishandling - Delay resolution by requiring addressing of a ghost problem - * * This appears to be another form of obstruction : * * creating false account problems to distract from legitimate billing and forced liquidation complaints. \n\n* * * # # VIII. LEGAL VIOLATIONS AND DECEPTIVE PRACTICES XXXX XXXX XXXX XXXX False and Misleading Statements ( FTC Act Violation ) * * Deceptive Claim # XXXX : * * \" You exceeded a {$25.00} trading limit. '' - * * Reality : * * No such {$25.00} limit exists in Coinbase 's published policy ; my {$80.00} trade is far below industry-standard trading volume caps. \n- * * Deception : * * Using a fabricated policy to deny a legitimate refund. \n\n* * Deceptive Claim # 2 : * * \" This {$25.00} limit applies to your subscription type. '' - * * Reality : * * Coinbase 's published Coinbase XXXX materials describe much higher trading volume thresholds. \n- * * Deception : * * Asserting a made-up limit contradicts Coinbase 's own public representations. \n\n* * Deceptive Claim # 3 : * * \" There is no policy that covers this situation '' ( while simultaneously citing the {$25.00} policy ). \n- * * Reality : * * These statements are mutually contradictory. \n- * * Deception : * * Making logically impossible claims to confuse the customer. \n\n* * Deceptive Claim # 4 : * * \" Your account is closed, but you exceeded trading limits through your trading decisions. '' - * * Reality : * * A closed account can not support voluntary trading decisions ; any trading was forced. \n- * * Deception : * * Using mutually exclusive claims to justify both non-service and refund denial. \n\n# # # B. Unfair Billing Practices ( EFTA and Consumer Protection Violations ) - * * Billing a closed account : * * Charging subscription fees on an account Coinbase itself confirms is closed violates EFTA 's requirement that payments be authorized and for services actually provided.\n\n- * * Forced liquidation used against customer : * * Coinbase forced a liquidation by preventing withdrawal, then used that forced liquidation to deny refund eligibilitya practice that punishes the customer for Coinbase 's actions.\n\n- * * Billing after service termination : * * Coinbase 's own email confirms subscription is \" canceled '' and customer \" will no longer be billed, '' yet billing occurred. \n\n# # # XXXX Obstruction of Dispute Resolution XXXX XXXX XXXX  Violation ) - * * XXXX chat blockade : * * Automatically shutting down all customer service chats prevents consumers from disputing charges or accessing remedies. \n- * * Circular referrals : * * Creating a support system where each channel directs customers to another channel that redirects back prevents meaningful access to dispute resolution. \n- * * Reintroduction of resolved non-issues : * * Creating false account problems distracts from legitimate complaints and delays resolution. \n\nThese practices appear designed to make it functionally impossible for customers to dispute billing errors or challenge misleading policy representationsitself an unfair practice. \n\n# # # D. Pattern Suggesting Intentional Scheme The sequence of events suggests a deliberate scheme : 1. * * Close the account * * ( confirmed by support ) 2. * * Instruct customer to withdraw funds * * ( to appear helpful ) 3. * * Prevent the withdrawal * * ( trap the customer ) 4. * * Force liquidation * * ( only remaining option ) 5. * * Charge subscription fees * * ( on now-closed account ) 6. * * Deny refund * * ( by citing forced liquidation as policy violation ) 7. * * Block support access * * ( prevent dispute escalation ) 8. * * Introduce false account issues * * ( distract from billing problem ) 9. * * Promise eventual refund * * ( after many days to reduce complaints ) This appears designed to extract fees while preventing meaningful customer remedies. \n\n* * * # # IX. DAMAGES AND RELIEF REQUESTED # # # A. Monetary Relief 1. * * Full refund of subscription charges : * * {$29.00} ( XX/XX/XXXX ) + {$29.00} ( XX/XX/XXXX ) = * * {$59.00} * * in subscription fees billed on a closed account for services I could not access. [ XXXX ] [ XXXX ] [ XXXX ] XXXX. * * Reimbursement for forced liquidation losses : * * The difference between the forced liquidation price ( {$80.00} for my XXXX ) and the fair market value of Bitcoin at the time forced sale occurred. Coinbase 's deliberate prevention of my legitimate withdrawal forced me to liquidate at a potentially suboptimal price. [ XXXX ] XXXX. * * Statutory damages under XXXX : * * Up to {$5000.00} for unauthorized charges on a closed account. \n\nXXXX. * * Treble damages under state consumer protection laws : * * If Coinbase 's conduct is found to be knowing or reckless. \n\n# # # B. Investigative and Enforcement Relief 1. * * CFPB investigation * * into whether Coinbase 's practices constitute systematic : - Deceptive misrepresentation of trading volume policies - Unfair billing on closed accounts - Obstruction of customer service and dispute resolution - Use of forced liquidations to deny customer remedies 2. * * Examination of whether these practices affect other customers * * through : - Review of closed-account billing patterns - Analysis of refund denial rates based on fabricated policy claims - Investigation of support channel obstruction complaints 3. * * Regulatory enforcement * * against Coinbase for : - Violations of the FTC Act ( deceptive practices ) - Violations of EFTA ( unauthorized billing, account closure ) - Violations of the XXXX XXXXt ( obstruction of dispute resolution ) # # # C. Corrective Actions 1. * * Cease billing closed accounts * * immediately and permanently. \n\nXXXX. * * Revise refund policies * * to exclude forced liquidations from trading volume calculations, or to provide refunds when liquidations are forced by Coinbase 's actions. \n\nXXXX. * * Eliminate the instruction-to-withdraw-then-prevent-withdrawal scheme * * that forces customers into liquidations. \n\nXXXX. * * Provide immediate human support access * * by : - Removing XXXX blockades on customer service chats- Ensuring customers can reach live agents through at least one channel - Training support staff to provide consistent, accurate policy information 5. * * Implement consistent policy training * * so support representatives can not cite fabricated policies like a {$25.00} trading limit that contradicts Coinbase 's published materials. \n\nXXXX. * * Review and correct previous refund denials * * that relied on the fabricated {$25.00} trading limit to identify other affected customers and provide relief. \n\n* * * # # X. SUPPORTING DOCUMENTATION * * Screenshots and Evidence Attached : * * - - Support chat : XXXX claims {$25.00} trading limit and denies refund [ XXXX ] - - Coinbase cancellation email confirming subscription is canceled and customer will no longer be billed ; also shows XXXX 's false claim about duplicate account [ XXXX ] - - Billing history showing charges on XX/XX/XXXX and XX/XX/XXXX after account closure [ XXXX ] - - Membership management screen and XXXX 's promise to provide refund after 7-day period [ 5 ] - - Support chat : XXXX repeating {$25.00} limit claim [ XXXX ] - - Support chat : XXXX claiming \" you have unfortunately already gone over that limit '' [ XXXX ] - - Support chat : XXXX claiming \" there isn't a policy that covers this specific situation '' ( contradicting the {$25.00} limit claim ) [ XXXX ] - - Support chat : XXXX confirming account closure and promising refund assistance after 7 days [ XXXX ] - - Support chat : Full context of {$25.00} limit denial [ XXXX ] - - Support chat : Additional confirmation of account restriction/closure [ XXXX ] - [ XXXX ] - Transaction report showing {$80.00} XXXX liquidation and minimal trading activity relative to any XXXX XXXX monthly cap * * External Policy References : * * - - Coinbase XXXX official page showing actual trading volume and refund eligibility terms [ XXXX ] - - Independent review of Coinbase XXXX confirming published trading volume thresholds far exceed {$25.00} [ XXXX ] XXXX XXXX XXXX XXXX XXXX XXXX. XXXX Coinbase 's conduct in my case appears to violate multiple federal consumer protection statutes and demonstrates a systematic pattern designed to extract subscription fees from closed accounts while making it functionally impossible for customers to obtain refunds or dispute misleading policy claims. \n\nThe evidence shows : 1. * * Deliberate account closure * * confirmed by multiple support representatives 2. * * Forced Bitcoin liquidation * * through instruction-to-withdraw followed by withdrawal-prevention 3. * * Subscription billing on a closed account * * for services I could not access 4. * * Fabricated trading limit policy * * ( {$25.00} ) contradicting Coinbase 's own published terms 5. * * Contradictory policy representations * * creating confusion and preventing informed consumer choice 6. * * Systematic obstruction of support access * * through AI blockades and circular referrals 7. * * Reintroduction of false account issues * * to distract from billing disputes 8. * * Pattern suggesting intentional scheme * * to extract fees while preventing remedies I request that the CFPB investigate whether Coinbase 's practices constitute systematic deceptive and unfair conduct, and provide the relief and corrective actions outlined above to restore funds and prevent similar harm to other consumers. \n\nRespectfully submitted, XXXX XXXX XXXX XXXX * * Attachments : * * - Screenshots ( images 1-10 ) - Transaction Report ( XXXX  ) - Case","date_sent_to_company":"2025-11-24T23:02:43.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"78613","tags":"Servicemember","has_narrative":true,"complaint_id":"17819531","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2025-11-24T22:40:51.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["period [ 5 ] - - Support <em>chat</em> : XXXX repeating {$25.00} limit <em>claim</em> [ XXXX ] - - Support <em>chat</em> : XXXX <em>claiming</em> \" you have unfortunately already gone over that limit '' [ XXXX ] - - Support <em>chat</em> : XXXX <em>claiming</em> \" there isn't a policy that covers this specific situation '' ( contradicting the {$25.00} limit <em>claim</em> ) [ XXXX ] - - Support <em>chat</em> : XXXX confirming account closure and promising refund assistance after 7 days [ XXXX ] - - Support <em>chat</em> : Full context of {$25.00} limit denial [ XXXX ] - - Support"],"issue":["Other <em>transaction</em> problem"]},"sort":[15.181299,"17819531"]},{"_index":"complaint-public-v1","_id":"18891913","_score":14.982153,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This is a serious case of Regulation E violations and UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ). Under federal law ( the Electronic Fund Transfer Act ), once you notify a financial institution of an error, they are legally required to conduct a \" good faith '' investigation. Hanging up on a customer mid-report and misfiling disputes to trigger automatic denials are direct violations of these protections.\n\nBelow is a structured draft for your CFPB complaint. You should copy and paste this into the \" What happened? '' section of the CFPB Complaint Portal.\n\nCFPB Complaint : Cash App ( Block, Inc. ) Issue : Improperly handled credit card or prepaid card fraud / Violation of Regulation E Claim Amount : {$15000.00} Detailed Description : I am filing this complaint against Cash App ( Block , Inc. ) for multiple violations of Regulation E, systemic agent negligence, and the wrongful closure of my account ( XXXX XXXXXXXX ) in an attempt to avoid liability for {$15000.00} in unauthorized transactions. \n1. Failure to Accept Notice of Error ( Regulation E Violation ) Between XXXX and XX/XX/XXXX, I discovered 53 unauthorized transactions totaling over {$15000.00}. I attempted to report these via chat support immediately, but was told I had to wait 1014 days for \" pending '' charges to clear. When I finally reached a phone agent on XX/XX/XXXX, the agent refused to complete the report after XXXX minutes, stating they \" were not allowed to stay on the phone that long, '' and hung up on me. By refusing to document the full list of unauthorized transactions, Cash App failed in its legal duty to accept a consumers notice of error. \n2. Agent Negligence and Falsified Records The agent I spoke with on XX/XX/XXXX misfiled my dispute. Instead of reporting the 53 unauthorized transactions I identified, the agent filed disputes for my authorized recurring bills ( utilities and rent ). This caused Cash Apps automated system to cross-reference my history, see that I usually pay those bills, and \" auto-deny '' my entire claim as \" consistent with past spending. '' This was a direct result of agent error/malice, which I have attempted to correct for 10 months without success. \n3. Wrongful Account Closure and Identity Verification Issues Cash App closed my account in XX/XX/XXXX claiming I failed to \" verify my identity, '' despite being a verified user since XXXX. Later, they changed their reasoning, stating the account was closed for \" fraudulent activity '' referring to the very fraud I reported. Cash App is using account closure as a tool to block my access to transaction history and avoid refunding stolen Social Security funds. \n4. Evidence of Travel Fraud and Data Breach I have provided Cash App with a XXXX Police Report ( # XXXX ) and proof of a XXXXFBI data breach notice. The fraudulent charges include high-dollar travel expenses in XXXX XXXX and XXXX XXXX CA, while I was physically in XXXX with my card in my possession. No human investigator has reviewed the geographical impossibility of these charges. \nDesired Resolution : * A full manual human audit of the XXXX transactions listed in my provided \" Master List. '' * A refund of the {$15000.00} in unauthorized transactions as required by Regulation E.\n\n* A refund of \" Business Fees '' improperly charged to my personal account since XXXX. \n* Reinstatement of my account or a formal letter clearing my name of \" fraudulent activity '' so I can maintain banking elsewhere. \nHow to handle the \" Master List '' and Attachments * XXXX ( The list of XXXX charges ). \n* The XXXX Police Report ( Showing you reported this as a crime ). \n* The FBIXXXX Data Breach Letter ( Proving you are a victim of identity theft ). \n* A screenshot of your Identity Verification ( If you can still get into the app ) or an old email from Cash App confirming you were verified in XXXX.","date_sent_to_company":"2026-01-21T16:22:33.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"933XX","tags":null,"has_narrative":true,"complaint_id":"18891913","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-01-21T15:26:02.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This caused Cash Apps automated system to cross-reference my history, see that I usually pay those bills, and \" auto-deny '' my entire <em>claim</em> as \" consistent with past spending. '' This was a direct result of agent error/malice, which I have attempted to correct for 10 months without success. \n3. Wrongful Account Closure and Identity Verification Issues Cash App <em>closed</em> my account in XX/XX/XXXX <em>claiming</em> I failed to \" verify my identity, '' despite being a verified user since XXXX."],"issue":["<em>Unauthorized</em> transactions or other <em>transaction</em> problem"]},"sort":[14.982153,"18891913"]},{"_index":"complaint-public-v1","_id":"12204245","_score":14.794517,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Customer Support Talk to me Im powered by generative AI We use automated processing of personal data when you interact with this customer service chatbot. \nXX/XX/year> XXXX XXXX, XXXX XXXX Thanks for being a valuable customer of PayPal.\n\nI'm your PayPal XXXX and always here to help. I'm still in beta testing, so talking to you helps me learn. \n\nIn a few words, how can I help you? Specific questions help me find better answers.\n\nAccount issues Okay, I found some PayPal products on your account. Can I help with any of the following?\n\nMore account options Here are some other account-related tasks I can help with : Report fraud Don't worry, I'm here to help report any fraud, phishing or unauthorized transactions. PayPal is committed to providing a safe and secure experience for our customers.\n\nPlease choose the option that best describes your issue.\n\nReport an unauthorized activity PayPal offers protection from unauthorized activity in your PayPal account. \n\nAre there any recent transactions you'd like to report as unauthorized? \nYes Here are your recent transactions. Which one do you need help with? \nSeller name : XXXX XXXX XXXX XXXX Amount : {$500.00} Date : XX/XX/XXXX I can't dispute this transaction. Would you like to select a different transaction? \nNo Okay. \n\nIs there anything else I can help you with today? \nWhy can't you dispute this transaction? \n\nTo dispute an unauthorized transaction with the seller named XXXX XXXX XXXX XXXX for {$500.00} on XX/XX/XXXX, you need to follow these steps on the web : Go to the Resolution Center and click Report a Problem. \nSelect the payment and click Continue. \nSelect the reason for your dispute, such as Unauthorized activity in your PayPal account. \nSelect the option that best describes your issue and click Continue. \n\n\nPlease note that to escalate a dispute to a claim, PayPal often requires that at least 7 days have passed since the payment date. A dispute will automatically close after 20 days unless its been escalated. Closed disputes can not be reopened or escalated to a claim.\n\nFor more details, you can refer to the PayPal User Agreement.\n\nRead more here : How do I open a dispute with a seller?\n\nDispute filing timeframes How do I report an unauthorized transaction or account activity?\n\nGet help with an item that is different from what you ordered or fake.\n\nI want my money back. Can I cancel a payment?\n\nCan I help with filing a dispute?\n\nyes What type of issue would you like to report Item Not Received You bought something but didnt receive it, the tracking information was invalid or you feel that you are being scammed and not going to receive the item. \nSignificantly Not as Described You received an item but it was different from the sellers original description or there was a quality issue. \nUnauthorized XXXX Report transactions you don't recognise or are confident that you didn't authorize. \nBilling Issues You were billed a different amount or was billed twice or If you have any issues related to your subscription or recurring payment. \n\nUnauthorized Activity PayPal offers protection from unauthorized activity in your PayPal account.\n\nAre there any recent transactions you'd like to report as unauthorized?\n\nYes Here are your recent transactions. Which one do you need help with? \nSeller name : XXXX XXXX XXXX XXXX Amount : {$500.00} Date : XX/XX/XXXX I can't dispute this transaction. Would you like to select a different transaction? \nNo Okay. \n\nIs there anything else I can help you with today? \nIs my dispute still in action against XXXX XXXX XXXX XXXX? \n\nYou can check the status of your dispute at any time in your XXXX XXXX. If your case is in the dispute phase, you can exchange messages with the other party to try to solve the problem. If your dispute has been escalated to a claim, click 'View ' to see the latest status. If you can't find the case in your XXXX XXXX, select 'Closed Cases ' and click the XXXX ID of a closed case for more info. If you can't find the status of your case on a transaction where you also reported an issue with your card issuer or bank, please contact PayPal customer service team. \n\nRead more here : What is the Resolution Center?\n\nHow do I check the status of my dispute or claim?\n\nHow do I open a dispute with a seller?\n\nHow do I report an unauthorized transaction or account activity?\n\nHow do I escalate a PayPal dispute to a claim?\n\nCan I help with checking the status of a dispute? \nXX/XX/year> XXXX Where is my refund from XXXX XXXX XXXX XXXX XXXX : {$500.00} Date : XX/XX/XXXX To check the status of your refund for the unauthorized transaction with XXXX XXXX XXXX XXXX XXXX you can follow these steps : Go to your Activity. \nSelect the payment you want to refund and click Issue a refund. \nEnter the amount you want to refund. \nClick Continue. \nReview the information and click XXXX XXXX. \n\n\nYou can issue a full or partial refund within 180 days of the original payment date. If you don't receive a refund, you can open a dispute in your Resolution Center. Make sure you file your dispute within the correct dispute-filing timeframe. \n\nRead more here : Where is my refund? \n\nHow do I issue a refund? \n\nHow do I get a refund? \n\nHow do I issue a refund in a dispute? \n\nHow do I report an unauthorized transaction or account activity? \n\nCan I help check the status of a refund? \nYes I can't find any refunds on your account over the last 60 days. Would you like me to help search for the transaction? \nYes I found a lot of transactions on your account. Please give me the date, amount or name and I'll look it up for you. \nXX/XX/year> XXXX Search : XXXX XXXX XXXX XXXX XXXX : {$500.00} Date : XX/XX/XXXX Date : XXXX to XXXX I found XXXX results. \n\nPlease select the transaction you have a question about. \nTransaction ID : XXXX Amount : {$500.00} Date : XX/XX/XXXX This transaction has not been refunded. Would you like to request a refund? \nYes Usually the quickest way to request a refund for a completed payment is to contact the seller or recipient. This is recommended as an easier way to clear a misunderstanding and resolve a small issue. \n\nHave you already reached out to the seller? \nYes Okay. Let 's proceed to filing a dispute then. \n\nWhat type of issue would you like to report Item Not Received You bought something but didnt receive it, the tracking information was invalid or you feel that you are being scammed and not going to receive the item.\n\nSignificantly Not as Described You received an item but it was different from the sellers original description or there was a quality issue.\n\nUnauthorized Activity Report transactions you don't recognise or are confident that you didn't authorize. \nBilling Issues You were billed a different amount or was billed twice or If you have any issues related to your subscription or recurring payment. \n\nUnauthorized Activity PayPal offers protection from unauthorized activity in your PayPal account.\n\nAre there any recent transactions you'd like to report as unauthorized?\n\nNo No problem. I can still help you report unauthorized transactions or suspicious account activity. Would you like to continue?\n\nYes Sounds good! Just one more step to get this filed.\n\nPlease type any additional comments in the chat. This will help us in a better case review. \n\nExample : \" My account seems to have been hacked or compromised '', \" I didn't authorize the activity on my account '' etc. \nMy account seems to have been hacked or compromised '', \" I didn't authorize the activity on my account '' XXXX! I have everything I need to open the case. For your protection, well temporarily block your account from further transactions. You can remove the block by changing your password. \n\nShould I go ahead and submit the case? \nSubmit Sorry, I wasn't able to open this case. \n\nIf you like, I can help you send a message to a customer support agent who will typically respond within a few hours. \n\nWant me to start that conversation now? \nYes Alright, I've sent this conversation to an agent. \n\nI'll send you an email when they respond. \n\nBye for now Have additional details? Please share them now. \nXX/XX/year> XXXX XXXX XXXX XXXX This is XXXX. Thank you for reaching out to us today! I understand you're contacting us about unauthorized transaction. I truly appreciate your patience, and XXXX here to help you right away. Let 's work together to resolve this quickly for you! \n\nAfter our careful investigation, we confirmed that there is no third-party access in your account, our purchase protection guarantee covers payments for goods and services and therefore can be disputed. You XXXX already know, but just in case, this payment was sent as a personal payment. Personal payments are reserved for friends and family or people that you know so theres no dispute process for these types of transactions There's a couple of things that I can do to help you get a refund. First XXXX is I will reach out to the recipient by sending them an email letting them know that you have reached out to us and you are requesting for a refund. \n\nThank you for giving us the opportunity to assist you in resolving your concern. We are pleased to have been able to help. \nXX/XX/year> XXXX You have been hacked. I didn't send this money and I don't know the person. case number : XXXX XXXX Sheriffs XXXX XXXX This is the XXXX time I have contested this with you. The recipient obviously has no email. \nXX/XX/year> XXXX XXXX XXXX XXXX thank you so much for the quick response, I really appreciate all your efforts and time to reach out to us. \n\nI'm sorry for the inconvenience that you have experience, I have the email I already send them an email. I will you once we receive a respond from them. \n\nI will keep this session active until the issue is resolved. Until then please do not disconnect and reach out if you have further questions. \nXX/XX/year> XXXX I live on social security and need this money. It's not fair that my account has been compromised. \nQuestion, how long will you keep this investigation open? \n\nHello XXXX, thank you so much for the quick response, I really appreciate all your efforts and time to reach out to us. \nXX/XX/year> XXXX It usually takes time, we will still to the merchant to respond on our email. once we receive their respond that's the time, we will send you an email. \n\nI will keep this session active until the issue is resolved. Until then please do not disconnect and reach out if you have further questions","date_sent_to_company":"2025-02-26T00:47:29.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"78155","tags":"Older American","has_narrative":true,"complaint_id":"12204245","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-02-26T00:36:25.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Please note that to escalate a dispute to a <em>claim</em>, PayPal often requires that at least 7 days have passed since the payment date. A dispute will <em>automatically</em> close after 20 days unless its been escalated. <em>Closed</em> disputes can not be reopened or escalated to a <em>claim</em>.\n\nFor more details, you can refer to the PayPal User Agreement.\n\nRead more here : How do I open a dispute with a seller?\n\nDispute filing timeframes How do I report an <em>unauthorized</em> <em>transaction</em> or account activity?"],"issue":["Other <em>transaction</em> problem"]},"sort":[14.794517,"12204245"]},{"_index":"complaint-public-v1","_id":"11275374","_score":11.557425,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have had a CashApp account since XXXX. Sometime between the night of XX/XX/XXXX and shortly after the early morning of XX/XX/XXXX, someone gained access to my CashApp account. I did not know this at the time, but when I woke up on the morning of XX/XX/XXXX, my CashApp account was logged out and I could not sign back in on the XXXX devices that I am typically signed in on. I entered my credentials but was not able to get back into my account. So, I followed the prompts to reset my login. I have XXXX recovery methods for my account : my email address and my phone number. As I was trying to reset my login, I realized both of these had been changed to someone else 's info. I looked up my CashApp from my wife 's account ( since we frequently send money to XXXX another ) and discovered that the XXXX I've had since XXXX when I first opened the account had also been changed. At this point, it was clear that someone hacked my account. I called CashApp immediately to work on regaining access to my account because I was expecting a direct deposit ( from my employer ). I explained my situation to CashApp support via phone that same day, the morning of XX/XX/XXXX, and XXXX of their agents became frustrated with me and ended the call in my face. At that point, I had not been rude or even upset, just confused about what was going on with my account. I called back and spoke with a third agent who explained to me that he could see someone accessed my account and changed all the information on my account, but they were not able to help me get back into it. At that point, I immediately contacted my employer to see if they could stop or reverse my direct deposit and give me a paper paycheck, so the scammer/ hacker would not get access to my funds. On XX/XX/XXXX, I was informed by my employer that the direct deposit was already processed and they would have to wait for CashApp to send the funds back, so my employer can give me a paper check. I still possess the original CashApp debit card issued for the account, so I thought that might be the only way for me to access my account and prove to CashApp that I was the account holder. I went to the ATM with my CashApp debit card on XX/XX/XXXX, to do a balance inquiry to see if there was any unusual activity on the account and I intended to withdraw my direct deposit if it was available. At the ATM, the PIN that I have always used for the account was not working. So, at this point, I realized that someone had managed to access my CashApp account and change my recovery phone number and email, my username, and the PIN on my account, without CashApp ever alerting me of these changes. I was receiving emails about activity on the account ( because I have notifications set up to email me each time a purchase or transaction is made ) up until XX/XX/XXXX, just 4 days prior. So, I don't understand how I was not notified by the same email when someone gained access to my account and began to change all my information, a clear sign of fraudulent activity. I continued to reach out to CashApp daily to regain access to my account. At that point, I was advised to make a new account to communicate with CashApp support, so I did so ( using the same email and phone number I always use ). On XX/XX/XXXX, after reaching out to CashApp support daily to explain my circumstances, an agent finally helped me regain access to my old account by resetting the recovery accounts ( email and phone ) back to my accounts. Because of this action, the new account they directed me to make was deleted. Once I got access to my account, I was finally able to see all the unauthorized activity that took place on my account. I will provide screenshots of the account activity. I have included my account activity for the entire month of XXXX to show the difference in the activity when I had access to the account compared to the type and frequency of activities from XXXX XXXX XX/XX/XXXX. This and other facts are clear signs of fraud, but in my interactions with CashApp and their support team, they have stated these transactions were authorized by me with no reasoning or proof. Once I regained access to the account, the account history showed that my employer deposited {$1200.00} into my CashApp account on XX/XX/XXXX, at XXXX pm. On XX/XX/XXXX, {$22.00} of that was applied to an overdraft balance I had with CashApp ( this was expected and it was an automatic transaction from CashApp ). I have my direct deposits set up so that they will disburse evenly between my CashApp checking and savings account, so you will also see that in the account history. Then, you will see that whoever had access to my account transferred the money that disbursed into my savings account to my checking account, connected their own external bank account, and withdrew the remainder of my entire paycheck ( XX/XX/XXXX, at XXXX am very shortly after it was deposited ). I continued to work with my employer as well, you will notice that they attempted to request or \" direct debit '' the direct deposit on XX/XX/XXXX, at XXXX pm to help me get my money back, but that attempt failed. Further down the line, my employer informed me that they received a call from Cash App stating they would not return the funds due to \" insufficient balance '' on the account. Focusing back on the activity that took place on the account, after they managed to connect their bank account to my CashApp and withdraw all my funds, there is a series of peer-to-peer transactions ( sending and receiving ). The majority of these transactions failed for some reason, but there were some successful transactions sent and received from my account. There are approximately XXXX peer-to-peer transactions, even bitcoin transfers that I did not authorize on my account. The fraudulent activity on my account continued up until XX/XX/XXXX, at XXXX am, shortly before I regained access to the account. This tells me that if CashApp had collaborated with me and worked diligently on my issue when I first contacted them, a lot of the fraudulent activity that took place on my account could have been prevented. The peer-to-peer transactions on my account all are from or to CashApp users that I have no prior history with on the app, another clear sign of fraud. You will notice in the account history I have attached that I send and receive money to the same few people and spend money at the same few convenience stores, gas stations, places, and fast food spots. These are also all places that are located near/ around my house and work which can be easily proven. Still, on XX/XX/XXXX, at XXXX XXXX, shortly after I regained access to the account, I was sent a conflicting email from CashApp support stating they closed their investigation into my issue. Part of the email claimed that the team found no evidence of fraud and that it was found all the transactions were authorized by me or someone I know. Another part of the email stated that it was found that my account was compromised. I was confused by the response, so I reached out to CashApp support via chat to get more info. XXXX chat, an agent told me that the investigation found there was no fraud. I was provided a link via chat and email a link where I can request documentation detailing their findings. I requested this info immediately. At the time of filing this complaint, that documentation still has not been provided. Again, I have continued to reach out via chat and email and responded to all the correspondence to me. After this, I individually disputed the fraudulent charges to my account and reached out daily for updates, more information on what happened with my account, etc. A new investigation was opened for these individual disputes. On XX/XX/XXXX. XXXX at XXXX am, I received an email from a Cash App agent stating that the investigation into the particular charges was closed and it was found that my account was compromised and they have secured the account for me. I responded to the email asking what the next steps were for returning my funds, but I received no response. So, I reached out to support via chat. The agent informed me that a refund would be issued for XXXX of the final transactions on the account for {$170.00} and {$49.00}. I inquired more about the withdrawal from my account to the external account on ( XX/XX/XXXX, at XXXX XXXX  for {$1100.00} to XXXX Bank ). The agent informed me that they checked their records and the transaction was successfully sent to the external bank account, so if I wanted that money back I would have to reach out to \" my bank '' XXXX BANK and request the money back. I tried to explain that although the transaction itself was successful, the transaction was fraudulent because that was not a bank account owned by me. The agent even insinuated that the account did belong to me. I made sure to point out to the agent that their last investigation found that my account was compromised, so I didn't understand how this transaction was not also a part of the dispute. I also pointed out that CashApp is my primary bank, so I have never connected an external bank account or card to my CashApp account for withdrawals. I also inquired why an external bank account was allowed to be connected with my account and immediately make a large withdrawal, as I thought banks typically had a XXXX day period for verification or some type of verification process before that account should have even been allowed to make a withdrawal from my account. Throughout the past XXXX weeks, I've been reaching out to CashApp support, I have received plenty of responses that seem copied/pasted in nature, I have still not been provided documentation from the investigation that they claim I am entitled to, and they have not been able to answer questions or provide additional info on the person/ accounts that were connected to my CashApp. This leaves me in a very vulnerable place because I don't even have any info to provide to local authorities if I want to escalate my concerns and I have no additional information to help me prevent this from happening to me again. Each time I reach out to CashApp support, they request the same info from me that I have provided many times now. They are attempting to have me open more and more investigations/ claims for this matter before they properly resolve prior investigations on the same issue. Again, I can not be confident that they are even properly investigating these claims because they have not been transparent with their investigation. They say customers are entitled to request documentation, but I have XXXX email threads related to documentation where agents have started engaging with me and just stopped communicating. This has left me and my family in a very vulnerable situation as I am the sole provider for my family. It is close to the end of the month, so rent is due and now we are 2 days until XXXX and I can't even get my child anything for XXXX. I know that around this time of year, many scammers/ hackers are preying on vulnerable people. I was not even worried when this initially happened because I know banks have teams and support to protect their customers from things like this. I did my part as a customer by calling them as soon as the suspicious activity happened and even reached out to my employer to see what they could do. My employer also did their part by trying to request the funds back for me and collaborating with CashApp. This whole time, I have also been prepared to provide any unique or personal information that could possibly request in order to prove to them that the account is mine, fraudulent activity occurred on my account, and that the external withdrawal was not made by me. CashApp, in this situation, has not proved itself to have the protection and fraud prevention that I expected it to have, so that's why I'm reaching out here.","date_sent_to_company":"2024-12-23T06:34:01.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"78251","tags":null,"has_narrative":true,"complaint_id":"11275374","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2024-12-23T04:48:19.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, {$22.00} of that was applied to an overdraft balance I had with CashApp ( this was expected and it was an <em>automatic</em> <em>transaction</em> from CashApp ). I have my direct deposits set up so that they will disburse evenly between my CashApp checking and savings account, so you will also see that in the account history."],"issue":["<em>Unauthorized</em> transactions or other <em>transaction</em> problem"]},"sort":[11.557425,"11275374"]},{"_index":"complaint-public-v1","_id":"9066880","_score":3.3625655,"_source":{"product":"Mortgage","complaint_what_happened":"We purchased a home the end of XXXX, with first payment due in XXXX.   We paid that - the loan was transferred to Fay for servicing and it has been an absolute nightmare.   The email threads below don't include the ridiculous amount of time my husband and I have also spent on the phone working to resolve this issue.\n\nWe have proof of, and have shared, that every single payment has been made and NO one can seem to get our account resolved.  This past month, they withdrew a double payment - without our consent - which puts us ahead a pyemnt and our new statement shows another double payment to be pulled.\n\nWhat rights do we have as a consumer?  this has been the most awful experience we have ever had in about 20 mortages that we have had.\n\nWe have no rights - and continue to be harassed, and it is completely on us to keep on it to be sure it is being resolved - you can see that no progress has been made since XXXX.   it is appalling.\n\nWe need someone to hold Fay Servicing accountable.   They should not be allowed to be in a consumer businessXXXX XXXX XXXX XXXX:\nYour loan for property address XXXX was set up for servicing with Fay Servicing. Your auto payment was activated with a draft on the XXXX of each month.\n \n\nXXXX XXXX XXXX: \nI was finally able to set up the account.\n \nHowever, a payment still hasnt pulled.\n \nThe communication said it would be auto-drafted like before, so I want to confirm I do not need to do anything with the payment, as that will be sorted out?\n\nXXXX XXXX XXXX: \nApologies for the delay, yes that is correct, no action is needed on your end at this time. We are still working with Fay to have this issue resolved and will let you know once this has been completed. XXXX XXXX XXXX:\nThis has not been a smooth transition.   As you know, we have been in communication with you the entire time.  We have now received a letter from Fay stating if we are not current by the XXXX XXXX XXXX,  they will start foreclosure proceedings. \n \nWe have had three payments deducted from our account since XXXX.  It does not look as if Fay knows about the XXXX payment.   The statement we received does not show our XXXX payment  therefore, our last payment withdrawn on the XXXX XXXX XXXX, doesnt show as the XXXX  payment because they applied it to a previous payment.   which we paid to the previous company.  So, we now show XXXX days late on our last payment and XXXX days overdue on our April payment.\n \nWith the 2 payments withdrawn last week, we are current. I just tried to call and talk to someone, but they are not open yet and I am soon heading out for appointments for today. Who do we talk to get this resolved? XXXX XXXX XXXX:  \n\nWho do I need to talk to that can respond and resolve?   I have major concerns, considering the letter we received threatening foreclosure.   Please advise.\n\n_____\nWe are very sorry about your experience with this transfer. We have been working closely with Fay for the last month on this issue. It should have been solved much sooner, but only today we received a confirmation that all reconciliations were done and the correct payments should be posted this week.\n \nWe are making sure your loan performance will not be affected. If you notice anything is wrong, please let us know.\n \nThank you very much for your patience on this matter. XXXX XXXX XXXX: We just received a phone call from Fay informing us our XXXX  payment is late.\n \nThis is beyond frustrating.\n \nWho do we need to talk to for this to get resolved?  \n\nXXXX XXXX XXXX: Thank you for the update. We were informed on Friday that the reconciliation of our wire to Fay was completed and the XXXX  payment was applied to your loan. Also, we were informed that the XXXX  and XXXX  payments were pulled through ACH.\n \nSince you are indicating this is not the case, can you please clarify if the XXXX  payment was not pulled from your account or if it was pulled and applied toward previous month? \n \nOnce again, we apologize for any inconvenience this may have caused. XXXX XXXX XXXX: The XXXX  and XXXX  payments were made by ACH. I did this and setup recurring payments when I was on the phone with them. This was done within XXXX hours of finally receiving access to their online portal. I believe that was a few weeks back already. Maybe late XXXX  when I spoke with them. \n \nThey told me then that the XXXX  payment hadnt been paid. I shared that XXXX and Fay were working through it, and that our loan wasnt the only one affected. \n \nThey must have applied those two payments as XXXX  and XXXX  because we were Past due in their system. Apparently, we still show asPast due, hence the collection call this morning stating XXXX  has yet to be received. They have previously threatened foreclosure proceedings. The agent likely would have gone there again had I given him the chance.\n \nI stated that it is on them to work with Fay and that we were told the reconciliation has occurred. Please confirm with Fay on copy so this can all be put to bed. I also want confirmation that this has not and will not be reported to any credit agencies, there have been XXXX  fees for late payments, or changed the way payments were applied/credited - interest vs. principal.\n \nThis is upsetting, we've never been threatened with foreclosure. We have never had a late payment on a mortgage ever. Further, our loan docs state all payments will be pulled automatically. \n \nHaving said that, we acted immediately when notified of the change to the loan servicer.\n \nThis should probably be reported to the XXXX or under the fair credit act. We are at the edge of harassment between the calls for collection and foreclosure threat. I'm now considering legal action as we were never behind, delayed or negligent in this process. \n \nWe've done nothing that warrants this type of behavior. This is incompetence between XXXX  and Fay. XXXX XXXX XXXX: XXXX and Fay,\n \nI just received a call from Fay servicing, A courtesy call, reminding me of the importance of paying my past-due balance online or over the phone.\n \nMy email from two days ago to XXXX  has gone unanswered. Due to XXXX  and Fay's harassment and incompetence, I will start calling real estate and foreclosure attorneys tomorrow at XXXX  EST. At this point, take the house. Im not answering any more phone calls about collection, foreclosure or past due balances.\n \nYour prompt action in this matter is expected as I am moving to the next steps on our end. Weve made every payment. XXXX XXXX XXXX: \nWe are continuing to work with Fay on solving this issue. Last week we were informed that everything was solved, but now we see it was not.\n\n \n\nWe escalated the issue as far as we could and expect some updates this week.\n\n \n\nYour frustration is understandable, and we are very sorry for this. We are doing everything we can to make sure this situation will not impact you in the future.\nXXXX XXXX XXXX: I received advice to help you all reconcile our account. Somehow, your troublesome handoff has become my problem. Here is the timeline and screenshots from our business account statements showing we are not past due:\n\n\nWe closed in late XXXX, with our first payment due in XXXX.\nWe paid our first payment on XXXX through ACH to XXXX XXXX (I assume that is XXXX  unless you bought the loan from XXXX XXXX) in the amount of XXXX.\nXXXX  notified us that our loan had been sold and that the new servicer (Fay) would send us information to set up an account. However, per the loan documents, payments would continue to be withdrawn through ACH.\nPayments did not continue as was communicated.\nWorse, account setups were delayed. We were assured no late charges or penalties would be accrued while they worked to onboard the loans\nIn late XXXX  or XXXX XXXX,  we finally received access to Fay and immediately paid both XXXX  and XXXX  payments. XXXX XXXX is on copy from Fay as she set up our recurring payment and also made a one-time payment for XXXX. The payments were paid on XXXX  (XXXX  payment) and XXXX (XXXX  Payment).\n\nWe are setup on autopay. All future loan payments will be processed on time unless Fay also sells the loan and I get to do this all again. How is your accounting problem my problem? ABOVE IS THE EVIDENTIARY PROOF THAT WE ARE CURRENT WITH ALL PAYMENTS. ALL PARTIES, CONFIRM RECEIPT OF THIS EMAIL AS EVERYONE HAS STOPPED RESPONDING. FAY SPECIFICALLY, CEASE ALL DAILY COURTESY CALLS ASKING FOR PAST DUE PAYMENT AND THREATENING FORECLOSURE. CONFIRM IN WRITING THAT WE ARE NOT PAST DUE AND THE RECONCILIATION HAS BEEN CONFIRMED. XXXX XXXX XXXX: Thank you XXXX, how does XXXX  reconcile with Fay? Fay calls me every day because of a past-due account.\n \n\nFay, your daily calls should go to XXXX, from whom you bought the loan.\n\n \n\nIve provided the history showing that we are current. There have been three loan payments due and three loan payments. XXXX XXXX XXXX:   \n\nWe do not have a direct contact to provide to you.\n\n \n\nYou can communicate with Fay directly in your Portal via their direct chat, or call their Customer Service number XXXX XXXX and ask to speak with a manager to escalate.\n\n\n\nWe are again extremely sorry for this inconvenience.\n\n\nOn XXXX, XXXX XXXX XXXX XXXX XXXX XXXX,\n\n \n\nDo you have a contact with Fay? The two copied here dont respond.\n\n \n\nFay calls me every day for collection. This is harassment. XXXX XXXX XXXX:Fay informed us that you need to make your XXXX  payment to be current. This payment was not autodrafted according to them.\n\n \n\nPlease do the following to confirm if this is correct information:\n\nReview the bank account you provided to us for payments and confirm how many payments have actually been drafted from Fay. \nLogin to your Fay Portal, click into Payment section, check Actual Due Date and Next Draft Date.\n \n\nIf you do this, and you see that 2 payments have been drafted from your account, and Actual Due Date shows XXXX  with Next Draft Date showing XXXX, then we would highly suggest you make a manual payment in your Fay portal for XXXX.\n\n \n\nWith the boarding issue some payments were not autodrafted as expected and manual payments need to be made, and this appears to be the case with your account. For you to be current with the account, you would have had 3 payments drafted (XXXX XXXX XXXX). We are thinking only 2 were drafted. \n\n \n\nBut we need you to confirm as that's our only visibility into what you've actually been charged vs what we are getting from Fay.\nXXXX XXXX XXXX: Again, here is the evidence I have already provided in this thread. You can see two payments have been made to Fay Servicing on XXXX (XXXX) and XXXX (XXXX). Fay Servicing is listed in the transaction from our bank account.\n\nWhat more could I show to Fay? We didnt get access to their system till the end of XXXX. I was on the phone with XXXX XXXX, copied, from Fay Servicing. They dont care and wont reply in writing. They call me daily as a Courtesy call to let me know I can pay by phone or online. The initial Payment for XXXX  was made on XXXX to XXXX XXXX. Ive had three payments due and three payments made.\n \n\nThe screenshots and history are already in this thread. I sent it on XXXX, and you confirmed receipt. Guess who didnt  the two Fay contacts copied on this email.\n\n\nMy account shows past due. I will not be making an extra payment for the incompetence of the handoff between XXXX  and Fay. I have shown three payments for XXXX XXXX and XXXX. Fay claims we are a payment behind and that XXXX  was never reconciled. They posted my two payments as XXXX  and XXXX  because they cant reconcile XXXX  as paid. Id like a conference call with Fay and XXXX  scheduled for this week. I cant believe the collective incompetence has fallen on me to prove were not in arrears. XXXX XXXX XXXX:  Thank you for sending this again. \n\n\nIf nothing has changed since our last conversation when you provided this, and the two payments drafted by Fay were not reversed and they fully posted with your bank, then the information we just recently received from Fay appears incorrect.\n\n \n\nWe will again pass this along to them.\n\n_____\nFay Servicing sits silent.\n\n\nThose screenshots were from XXXX. They have posted to our bank account as the XXXX was 20 and 22 days after the payments were drafted.\n\n \n\nThe payment in XXXX  to XXXX XXXX, is that XXXX, or has our loan been sold twice already? Either way, has it been reconciled? This is super frustrating. \n__\nXXXX XXXX  parent company is XXXX, they are one in the same. The XXXX  payment was made to us (XXXX XXXX) and Fay should have reconciled it. We have provided everything they need to do this.\n__\nHow are we doing on this? Can we schedule a call so this can be resolved?\n\n\nYesterday, I received my daily call again from Fay. I even had a voicemail from XXXX, who is copied on all these messages but wont reply. Im not getting on a collections call when I am not past due.\n\n \n\nThis is the strangest thing. Ive shown that we are current, I continue to get harassed, and there appears to be no recourse as the consumer who has done everything required of me.\n____\nWe just got off of a call with Fay and we walked through your loan specifically. Fay gets the issue completely and realizes it's for them to fix, and they are. We have one more call scheduled tomorrow morning to close the loop and we have every reason to believe your loan will be brought to resolution by the end of the week. We know the calls and being treated like you've done something wrong is extremely frustrating when you've done everything you can. We are sincerely sorry for this situation and will provide another update to you in the morning. _____\nXXXX: Spoke to Fay again this morning. Your account should be resolved by Tuesday next week. We have one more call with Fay that morning to wrap this up!\n\n \n\nOne thing, your XXXX  payment might not autodraft and a manual payment might need to be made. \n\n \n\nWe will touch base with you Tuesday after the meeting with Fay for final confirmation on that.\n__\nFay is still working on the corrections. We have reached out this morning for an update and they said they will update us by end of day.\n\n\nWe will continue following up with them and updating you on when your loan is corrected, and next steps (ie manual payment for XXXX  possibly).\n___+\nOur XXXX  payment has not been withdrawn. What is happening at Fay? XXXX XXXX setup our auto pay at the end of XXXX  and it pulled XXXX  in addition to the manual payment she also made for XXXX. We are overdue an update.\n\n___\nFay has now auto-drafted XXXX payments for the month of XXXX   vs the one that is owed for XXXX.\n\nWe still do not owe for XXXX  since we paid it.\n\n\nI have no words for how badly our account and this transition has been mishandled.\n\n\nI would like to know how Fay can pull a double payment without our authorization?  \n\n__\nXXXX, is there another servicer option? This is beyond unacceptable. If they won't call you back that is a problem. They won't respond to email even though this should be an open case. \n\n \n\nIm not calling XXXX  for two reasons. One, I don't need him to explain to me how things work again. Two, this isn't my fault but has become my problem. This is far from our first loan and servicing company, but it is by far the worst. They are a collections company and treat us like so. \n \n\nThere is something exceptionally wrong with what is happening here. Id like to know how Fay has drafted two months of payments today. They just pulled an amount of XXXX. Now we are a payment ahead. We weren't notified and now need to transfer money into that account. Thankfully we noticed this UNAUTHORIZED double draft. \n\n \n\nI'm beyond frustrated, I'm exasperated! We're a month and a half into getting this resolved and somehow it's getting worse.\n\n__\nI cannot express how sorry we are for this situation. If I were in your shoes I would be exasperated as well.\n\n \n\nWe reached out to Fay this morning and once again reiterated that you are not due for any payments except XXXX  (they know this and have confirmed they know this on our calls). We told them to refund the additional payment.\n\n \n\nAll I can think is the left hand doesn't know what the right hand is doing and the information we are relaying to them and they are confirming they know and will correct is not making it to their payments department.\n\n \n\nThis is not an excuse, I am just trying to think how this could have happened.\n\n \n\n\nPlease know we are doing everything we can. \n\n__\nHowever, the lack of urgency or frankly willingness to engage by Fay is concerning. 45 days is far too long to still be addressing a simple reconciliation.\n\n \n\nWe have provided evidence that we were current. We had setup autopay (Which didnt draft as scheduled in XXXX), and now Fay has somehow drafted a double payment without any communication or AUTHORIZATION. Had XXXX  not caught this, other payments would have bounced. In addition to the unscheduled, unauthorized, double payment, we would also be charged with overdraft and additional fees for each occurrence until we caught this or were notified. \n\n \n\nI cant work with a company like Fay who makes it out like were a criminal, skipped payments and has us in collection. Weve done everything asked of us and demonstrated that we are current. \n\n \n\nI am formally requesting the servicing of this loan be put through another servicer and the additional payment be returned to us immediately.\n__\nWhere does this stand? Yesterday, when we logged into our Fay account, it showed four reversals, one each for XXXX, XXXX, XXXX, and XXXX. As of today, no funds have actually been returned to us. What is happening?\n__\nWe reached out to Fay for an update on this yesterday. We reiterated that the additional payment needs to be refunded/reversed. We are waiting for their response, but they did acknowledge our original request regarding the double payment so they are aware and working on it.\n \nAs for the reversals in your account, this is confusing, yes. I'm not sure what it means exactly and have seen other accounts with odd activity as well. I would go by the Payment section Actual Due Date and Next Draft Date, and also keep checking your bank for the reversal.\n \nI know none of this is ideal. \n \nAs far as XXXX  and Fay contacts, I'm not sure what you're referring to, but XXXX  and XXXX  are the XXXX  contacts for this issue.\n\n___\nWe requested Fay to return the funds on XXXX XXXX. After that, we followed up a few more times. I am following up again right now.\n \nI am very sorry you are experiencing this situation. We would like to solve this as much as you. We will keep working with you and Fay until it is fixed.\n \nPlease keep us updated, because we do not have any other way to get accurate information.\n__\nSince XXXX  received our XXXX  payment and Fay is unresponsive to your inquiries and ours. How about XXXX  refund our XXXX  payment? The XXXX  payment has always been the issue from what I can gather between Fay and XXXX.\n \nNow that Fay pulled a double payment we are caught up (On their books) if you refund the XXXX  payment.\n \nThis shouldnt be this hard, nor should it take this amount of time. XXXX  has contracted with Fay, a collection company, and not a loan servicer. Their systems, customer service, and team consistently demonstrate how they are inadequately prepared to service our loan. \n \nI am again asking someone return our overpayment and additionally, we are requesting a different loan servicer again. Representatives of Fay are on this email, but there will be no response and Ive received no update from XXXX  or anybody at Fay in over 3 weeks.\n \nEven if we get this figured out, XXXX  moves on and were stuck with them. What happens when something goes wrong again? Its clear it will happen. Look at our account. We now show four payment reversals.  What could possibly be going on that they have it this messed up?\n \nWhat are XXXX  standards for how a customer should be treated? What are XXXX  expectations for how quickly their partners (Fay) should respond? This needs to continue to be elevated until Fay realizes XXXX  will move their business.\n \nIt is clear as a collection company, they dont believe or care that our account is now not just current as it has always been, but now in an overpayment situation because they pulled a double payment. They did this due to how their auto pay system works. \n \nFay, pull the recording from when XXXX XXXX setup my auto pay. You will hear me object to most of what I was asked to agree to with adjusting interest rates and other bogus topics when we have a fixed rate loan. \n \n____\nFay is not responding and is incapable of fixing our account. We now show no payments made as all are reversed (Nothing has actually been returned though). Weve paid XXXX XXXX XXXX, and a double payment in XXXX   weve paid five payments for the four that have been due.\n \nOur online Fay account is locked out for any action from us. We have not received our unauthorized double payment back, and worse, we just received a bill in the mail for XXXX  showing another double payment due. I have no words for how badly Fay manages our account.\n \nI would like someone to talk with who can move this to another loan servicer, reconcile our account, and return our overpayment. We have been at this for two months now. What is the problem? If Fay wont respond to XXXX, who must we talk with?\n\n___\nFrom the last communication we received from Fay, they acknowledged that there was a systemic posting issue on your account, and it was escalated to the system maintenance team. This explains why your account is locked, they are doing correction work there.\n \nXXXX, a co-founder of XXXX  will give you a call later to answer your questions.\nI am preparing a memo for him about your situation.\n \nPlease let me know if there are other questions. \n___\nXXXX XXXX:  I did not hear from XXXX  yesterday, and we still have an overpayment with another double payment scheduled for XXXX, according to our latest statement received yesterday. Will XXXX  be able to help us? Fay does not respond, assuming that is why they have also been removed from the email string. Fay Collections is who XXXX selected to service the loan.\n \nWe are stuck, have been stolen from, harassed, and have no resolution in sight.","date_sent_to_company":"2024-05-21T14:28:59.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33913","tags":null,"has_narrative":true,"complaint_id":"9066880","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2024-05-21T13:41:01.000Z","state":"FL","company_public_response":null,"sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["Fay <em>claims</em> we are a payment behind and that XXXX  was never reconciled. They posted my two payments as XXXX  and XXXX  because they cant reconcile XXXX  as paid. Id like a conference call with Fay and XXXX  scheduled for this week. I cant believe the collective incompetence has fallen on me to prove were not in arrears. 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