{"took":143,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":8,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"8772019","_score":21.49744,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I started doing flagger work for a local sub-contractor who gave me a Wisely prepaid card into which we would receive our paychecks. We were given sealed envelopes and told not to open them until our payday. \n\nI went over the fine print and the wording of two of papers make it certainly seem like I could do ACH payments through my Wisely account. It also said I could do debit transfers as well, so if you can do debit, why not ACH as well? \n\nWell, I tried using Wisely to pay my credit card bill and it didn't go through. My credit card company gave me a XXXX $ bounced check fee. I asked Wisely to contact my credit card company to let them know what happened or reimburse me, to which they declined. \n\n\nI called Wisely and they said I needed to get an \" upgrade '' for my card and said it was free. I asked why not just send all cards out with this upgrade? Never got a straight answer. \n\nThe issue here is simple, the paperwork specifically lists \" pay bills '' as being a part of the services of the prepaid card given to us. The lists of Fees also includes pay bills and it says there is no fee for using the card to pay bills. \n\nThe fine print that also came with the prepaid card has a sub-section specifically for ACH transactions, and it says that Wisely can do ACH transactions for this account, no mention of an upgrade or anything like that. \n\nThere's also a section for failure to complete transaction, and Wisely says it can be liable if they fail to complete a transaction provided there is sufficient funds. Yet, there doesn't seem to be a clear indication of how to go about acting upon that? Apparently, arbitration is the only method listed, for a XXXX $ fee!? \n\nWisely sends out prepaid cards with online accounts that look and feel like bank accounts, complete with routing numbers and everything. But there are requirements they don't tell you about and when you contact their customer service, they give answers which seem to contradict what the paperwork says. The customer service rep I spoke with said that Wisely doesn't do ACH without an upgrade, but I didn't see anything about that in the ACH section.\n\nThere are other parts of the paperwork that mention a need for identify confirmation for other services but none of that mentions ACH transfers? And a plain reading of the paperwork very much gives the impression that the Wisely prepaid card can already do debit/ACH transactions online as-is. \n\nI asked the customer service rep why they do it this way, it's like they want people to fall into this trap. They didn't answer. \n\nWisely sends out prepaid cards with vague wording and vague features, hiding behind dense legalese fine-print. Surely, it would be easier and better for everyone if they just came out with a list of all the features that are or are not included with the prepaid cards as-is?","date_sent_to_company":"2024-04-16T05:04:19.000Z","issue":"Confusing or missing disclosures","sub_product":"Mobile or digital wallet","zip_code":"179XX","tags":null,"has_narrative":true,"complaint_id":"8772019","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2024-04-16T04:31:33.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["But there are requirements they don't tell you <em>about</em> and when you contact their customer service, they give answers which seem to contradict what the paperwork says. The customer service rep I spoke with said that Wisely doesn't do ACH without an <em>upgrade</em>, but I <em>didn</em>'t see <em>anything</em> <em>about</em> that in the ACH <em>section</em>.\n\nThere are other parts of the paperwork that mention a need for identify confirmation for other services but none of that mentions ACH transfers?"]},"sort":[21.49744,"8772019"]},{"_index":"complaint-public-v1","_id":"6197350","_score":12.4527,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Towards the end of XX/XX/2022, I opened an upgradeXXXX card with a credit line of {$6000.00}. Now the account is currently at a balance of {$9500.00}, of which {$4500.00} is valid, because that was used for other purchases that I made, but {$5000.00} of that is through the lost chargeback case that's detailed below. \n\nI made a purchase of {$5000.00} for a coaching program that was sold through XXXX by an individual named XXXX XXXX, that taught experienced coaches how to make XXXX through XXXX, even though I had 0 experience as a coach. When I asked him for a refund on the 8th day within his 14 day unconditional money back guarantee, he sent a screenshot of his changed policy to 7 days, which I never even saw before paying and enrolling in the program. So he technically denied the refund and said he couldn't do it, because of the 7 day changed policy which I was never informed about. There are some other things that are detailed below, which also made me ask for a refund from him. When the refund wasn't granted, I filed a chargeback through upgrade.com and I sent their dispute team proper documents as requested on why I'm filing a chargeback and the nature of the dispute. They gave me a timeline of about 90 days to hear a response, so after about 3-4 months of waiting, I didn't get any sort of response through email from them or through a phone call, instead, I saw my credit line with a negative balance of a few XXXX XXXX and I assumed, it was because I lost the chargeback case. So I called them several times and they did confirm it was because of the chargeback case being lost. I asked them to re-open by chargeback case and their dispute team told me to forward them more documentation on why I would like to re-open my chargeback case. They mentioned that XXXX XXXX ( the merchant ) tried to re-schedule an appointment with me, that's why they declined my chargeback request, when that wasn't even the sole reason of filing a chargeback. It was because he didn't honor his 14 day unconditional money back guarantee, then randomly changed it to 7 days. It seems like upgrade.com didn't read my information that I sent in with many files attached with proof, instead, sided with the merchant from just one piece of proof that he provided, which wasn't even the sole reason of the chargeback, along with other reasons that are detailed below. Even if XXXX XXXX ( the merchant ) tried to re-schedule an appointment with me, in XXXX separate instances and dates, I never once received a XXXX XXXX  link to these appointments. I only received XXXX initial XXXX call for onboarding me into the program, but after that, XXXX. There were supposed to be XXXX one on one XXXX XXXX for everyone that's a client, but I only got XXXX. After sending upgrade.com proper documentation for re-opening the case, I called everyday for a few days, then they told me that they can't re-open the case, because of the same reasoning the case was declined in the first place for, which was, because the merchant tried re-scheduling an appointment with me. I have yet to receive any documents from upgrade.com regarding this decision. \n\nHere is some extensive info that was sent to upgrade as requested from them, regarding this chargeback : 1. A description of the product/service purchased and what was received- XXXX XXXX sold me a XXXX  day online coaching program that helps experienced coaches get clients for their coaching program within XXXX  days and double monthly profits and achieve stress free scale. It's an online course with XXXX  different modules that you complete on your own, get XXXX individual 1 on 1 coaching calls with XXXX and his business partner XXXX, and messenger access to them for questions. It's a {$5000.00} coaching program called XXXX XXXX XXXX \n\n2. A description of why the product/service was unsuitable for my needs- He sold the coaching program to me through XXXX XXXX , because I followed his XXXX posts for a bit about his program and was interested in enrolling, even though I have 0 experience as a coach and his program says it's for experienced coaches to double monthly profits, so I wasn't really qualified fully to get in his program, but he still enrolled me and I paid him the XXXX XXXX through XXXX \n\nThere are 7 different reasons why his coaching program was/is unsuitable for my needs : a. When I saw one of XXXX XXXX ' XXXX posts about his coaching program and the 14 day unconditional money back guarantee, I decided to enroll ( please see screenshot attached ). I paid the XXXX XXXX on XXXX XXXX XXXX in the morning, but was actually enrolled in the program for the new cohort on XXXX XXXXXX/XX/XXXX in the morning, so that's when the 14 day money back guarantee started. Then, when I asked for a refund from XXXX on the 8th day of actually getting enrolled in the program, which was XXXX XXXX XXXX, and I was still under the 14 day unconditional money back guarantee, even if it was XX/XX/XXXX of when it started, still the XXXX day if anything, XXXX said that it's not a 14 day money back guarantee, it's a 7 day money back guarantee, and he sent me screenshots of it saying it, but I never saw that, because those were from his future XXXX posts and workshops where he changed it from 14 days to 7 days, but I only saw 14 days. So he refused and he said let 's find a solution together and get on a call. I then just let it go and moved on, because I knew he wasn't going to give it. I also did make an excuse to get a refund from him, because I had a feeling he wouldn't give it. It consisted of how the loan needed more approval. \n\nb. Since everyone gets 4 individual 1on1 coaching calls, I tried scheduling one of my individual coaching calls on Monday, XX/XX/XXXX through XXXX XXXX ( please see screenshot attached ) for Thursday, XX/XX/XXXX in the morning and XXXX said that works for him in the morning, but he never sent me a XXXX XXXX in advance, nor did he send me a XXXX  link for the 1on1 coaching call on Thursday, XX/XX/XXXX in the morning and I had to ask him in the afternoon to reschedule for another day and he replied a few hours later ( please see screenshot attached ). After that happened, we tried rescheduling the 1on1 coaching call on Monday, XX/XX/XXXX for XXXX XX/XX/XXXX at XXXX XXXX XXXX please see screenshot attached ), he got back to me with a loom, which is a video review for my assignments, but never sent me the XXXX  link in advance, nor did he send me a XXXX link for our 1on1 coaching call on Thursday, XXXX XXXX XXXX XXXX XXXX \n\nc. On XXXX XXXX XXXX, I asked in the XXXX XXXX XXXX if they'd be able to review my XXXX content assignment on the next call and XXXX said yes, but we never scheduled a 1on1 coaching call. He didn't schedule a coaching call for some reason from his end, even though he missed the last 2 with me as stated above. I didn't either, because I didn't want to schedule it and then him not send a XXXX link ( please see screenshots attached ). We have the group calls every week on Mondays, so I was just going to attend that one, but the group got a message that there's no coaching call for XXXX, XX/XX/XXXX, because XXXX lives in XXXX and it was a national holiday there and he was traveling to XXXXXXXX. I understand that completely and that's okay, but this program is 45 days long, so we're supposed to get 6 weekly group calls, but he missed the one this past Monday, so that makes it 5 now, because once the 45 days are up. You're removed from the cohort and the next cohort starts. It would be okay if he rescheduled the missed coaching call this past Monday for either any other day of the week XXXX XXXX XXXX to make up for it, but he hasn't. \n\nd. One of the group members asked for one of the group coaching call recordings, since he wasn't able to attend, but he had to ask a total of 5 different times over a span of 3 days for XXXX to post the recording. I've been noticing that he cares a lot about getting clients for his own coaching program to make a lot of money, which is completely fine, but he doesn't service his existing clients in a fast manner and misses a lot of calls. Seems like he cares more about making money, which again is fine, more than helping people that paid him. \n\ne. I messaged one of my XXXX content posts on the XXXX group between me, XXXX, and XXXX for review on the morning of Monday, XX/XX/XXXX, but XXXX saw the message and XXXX didn't, and none of them still haven't responded. \n\nf. The course is a little bit unorganized in my opinion, because I feel some lessons should come before the others, there should also be actionable steps to take from watching the videos, but I didn't feel that, and there are a very limited amount of documents/spreadsheets to track data etc ... Kind of like you have to make/figure a lot of the stuff on your own. Also, when I was trying to access the course through the XXXX XXXX  about a week ago or so, because that's where you get access to the videos and other resources, it wasn't there anymore. I had to wait some hours before XXXX gave a reply and gave me access to a new login through a portal to access everything. \n\ng. I realized that a lot of the experienced coaches that come in the program already have some following that they can capitalize on to get clients within 45 days, but since I have XXXX  experience as a coach and don't have a following at all, it seems hard to get clients within 45 days. I wasn't really the best fit for this program, but didn't know at the time of purchasing until I got in the course and the XXXX XXXX \n\n3. My attempts to resolve this with the merchant - a. When I saw one of XXXX XXXX ' XXXX posts about his coaching program and the 14 day unconditional money back guarantee, I decided to enroll ( please see screenshot attached ). I paid the $ XXXX on XXXX, XX/XX/XXXX in the morning, but was actually enrolled in the program for the new cohort on XXXX XX/XX/XXXX in the morning, so that's when the 14 day money back guarantee started. Then, when I asked for a refund from XXXX on the 8th day of actually getting enrolled in the program, which was XXXX, XX/XX/XXXX, and I was still under the 14 day unconditional money back guarantee, even if it was XX/XX/XXXX of when it started, still the 14th day if anything, XXXX said that it's not a 14 day money back guarantee, it's a 7 day money back guarantee, and he sent me screenshots of it saying it, but I never saw that, because those were from his XXXX XXXX posts and workshops where he changed it from 14 days to 7 days, but I only saw 14 days. So he refused and he said let 's find a solution together and get on a call. I then just let it go and moved on, because I knew he wasn't going to give it. \n\n4. Proof that the merchandise was returned to the merchant. Please note, we have no recourse to pursue this matter with the merchant if the merchandise is still in your possession unless you have evidence that the merchant advised that a return is not necessary and/or the merchant refused the return - a. When I saw one of XXXX XXXX ' XXXX posts about his coaching program and the 14 day unconditional money back guarantee, I decided to enroll. I paid the XXXX XXXX on XXXX, XX/XX/XXXX in the morning, but was actually enrolled in the program for the new cohort on Monday, XX/XX/XXXX in the morning, so that's when the 14 day money back guarantee started. Then, when I asked for a refund from XXXX on the 8th day of actually getting enrolled in the program, which was Tuesday, XX/XX/XXXX, and I was still under the 14 day unconditional money back guarantee, even if it was XX/XX/XXXX of when it started, still the 14th day if anything, XXXX said that it's not a 14 day money back guarantee, it's a 7 day money back guarantee, and he sent me screenshots of it saying it, but I never saw that, because those were from his future XXXX posts and workshops where he changed it from 14 days to 7 days, but I only saw 14 days. So he refused and he said let 's find a solution together and get on a call. I then just let it go and moved on, because I knew he wasn't going to give it. \n\nHere 's some additional info that was sent to upgrade.com 's dispute team to re-open the case : XXXX XXXX XXXX, I had a call with one of your members on the intake team and they asked me to email the claims/dispute department at this email regarding my {$5000.00} chargeback. It seems like the claims/dispute team declined the chargeback I made, because the merchant provided proof that he reached out to me to reschedule an appointment, but to my knowledge, there have been no attempts made to reach out to me from the merchant 's side for rescheduling any appointment. I would kindly like to request from the disputes department to reopen this chargeback dispute, because I believe I've provided sufficient information in our communication before with proof and also right now. Is it also possible to please remove the {$5000.00} on my account, until the dispute is resolved? Attached here are 2 screenshots showing our last communication together - 1 is in a group chat where I last messaged one of my assignments to him to review and got no response and this was on XX/XX/2022 at XXXX XXXX, the other screenshot is of just me and him where I asked him for access to the new portal since they moved all the course material there and this was on XX/XX/2022 at XXXX XXXX \n\nAlso, I asked for my money back on the 8th day under the 14 day unconditional money back guarantee that he posted about on his XXXX account, but he said he couldn't give me a refund, because he changed his policy to a 7 day unconditional money back guarantee, but I never saw that and he told me about it when I asked him for a refund. I only saw the 14 day one, that's why I signed up and then he just randomly changed it. Attached here are XXXX screenshots showing our communication about it, him messaging me the changed 7 day money back guarantee, and me showing proof of the 14 day money back guarantee. \n\nAlso attached are 5 different screenshots showing our conversation in the group chat about scheduling a call - the 1st time it was scheduled in the morning, but never got a XXXX link from them the morning of, so I had to ask to move it to another date and still never got a XXXX  link, then XXXX says we need to schedule a call and we do for Thursday at XXXX XXXX, but never got a XXXX XXXXink again. He sent me 2 short loom screen recordings of my homework in which he rushed through them and he was talking as if he just woke up and was trying to rush it ASAP in substitution for the meeting. \n\nAlso attached is a screenshot of him saying I would get unlimited 1 on 1 calls, but only received 1 in the beginning, and could never receive a XXXX link from him on 3 different dates as stated above. \n\nAlso attached are a couple of screenshots showing how one of the members asked for a XXXX call recording several times over a period of a few days, but XXXX never responded in a timely manner. \n\nAll of these screenshots that I mentioned above, are inside the file attached to this email. \n\nThere are 2 files that contain a bunch of screenshots attached in the attach documents section below in reference to this chargeback case. \n\nThank you.","date_sent_to_company":"2022-11-11T02:24:46.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75074","tags":"Older American","has_narrative":true,"complaint_id":"6197350","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UPGRADE, INC.","date_received":"2022-11-11T00:49:08.000Z","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":["There are 2 files that contain a bunch of screenshots attached in the attach documents <em>section</em> below in reference to this chargeback case. \n\nThank you."],"company":["<em>UPGRADE</em>, INC."],"sub_issue":["Credit card company isn't resolving a dispute <em>about</em> a purchase on your statement"]},"sort":[12.4527,"6197350"]},{"_index":"complaint-public-v1","_id":"15519955","_score":11.353645,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Saturday, XX/XX/2025, I was in conversation with a party from XXXX XXXX to sell some chicken feeders. We arranged a pick up time and were going to do a money transaction through XXXX. The buyer had said that she was on the phone with a XXXX representative to help with the transfer due to the fact that she had a business account and mine was only a personal account. I thought it was a little odd, but what do I know. At first the amount to upgrade my account was {$500.00} plus the {$55.00} sale of chicken products. The XXXX representative said that the buyer will transfer the {$550.00} into my XXXX account, we'll update my account to a business account, and then I'll transfer the {$500.00} back to the buyer. The representative sent me a legitimate looking email, with links to follow to start the process. Then all of a sudden, I'm told that I need to download and open the Cash App in order to complete this transaction. So I downloaded the cash app and created an account. Then I'm asked to take a picture of my driver 's license, front and back, along with a selfie of myself to verify my identity. I didn't think anything box this part because I already have to do this in order to renew an operating license yearly. The next thing I know, they are directing me to the XXXX section in the cash app, where they then had me enter the amount of {$2000.00}. At this point I questioned as to why it's now {$2000.00} when the initial amount was only to be {$500.00}. The representative told me that in order for this transaction, the original XXXX transaction, to continue, I need to enter this amount. I entered the {$2000.00} as requested and nothing happened, the transaction failed. Then the representative had me enter in an amount of {$1000.00} ; two separate times, and that failed. Finally they had me enter in the amount of {$500.00} and that went through. The representative also asked me how much I had on my account as to which I did not give out this information. All while this is going on, the buyer is messaging me that she is also going through all of these steps and that's she's had to do this before. I had asked if we could cancel this XXXX transaction and just use cash instead. Her reply was that it wasn't possible to do that. Then all of a sudden, before I know it, I'm {$900.00} in total into this XXXX XXXXransfer before I finally understood what was going on. The gal from XXXX XXXX went silent and the XXXX representative because more demanding, asking me to download more apps, and even for my banking information. Needless to say, I'm out of {$900.00} of hard earned money that's to fees my children, a bank that is washing their hands of it, XXXX won't even acknowledge the fact that they were used in a scam and lastly, Cash app for washing their hands immediately insisting there is nothing they can do about the situation.","date_sent_to_company":"2025-08-27T00:30:34.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"55060","tags":null,"has_narrative":true,"complaint_id":"15519955","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-08-26T23:58:40.000Z","state":"MN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>didn</em>'t think <em>anything</em> box this part because I already have to do this in order to renew an operating license yearly. The next thing I know, they are directing me to the XXXX <em>section</em> in the cash app, where they then had me enter the amount of {$2000.00}. At this point I questioned as to why it's now {$2000.00} when the initial amount was only to be {$500.00}. The representative told me that in order for this transaction, the original XXXX transaction, to continue, I need to enter this amount."]},"sort":[11.353645,"15519955"]},{"_index":"complaint-public-v1","_id":"9565729","_score":9.969091,"_source":{"product":"Credit card","complaint_what_happened":"I will try to give a full background of the issue since there were a lot of complicating factors. \n\nOn XX/XX/XXXX I started moving from my old apartment where I had been living as a live in XXXX XXXX for my XXXX roommate to a new apartment. My old roommate and I had a falling out because he was asking me to do tasks that I hadn't agreed to and he was insisting that I buy him anything he asked for. I paid the XXXX internet bill while I was living with him and had it set up on autopay through my Chase Freedom XXXX credit card. \n\nUnfortunately, on XX/XX/XXXX my wallet was stolen while I was looking at furniture at a thrift store for my new apartment. I called the police office to let them know that I was looking for it but I didn't file a report. \n\nI had all the cards in that wallet reissued with new numbers, including my Chase Freedom XXXX card. Since I also lost my driver 's license when my wallet was stolen, my move was very chaotic since I wasn't able to rent a moving XXXX and had to move everything in my car. I didn't have the password for the XXXX account and wasn't able to get to the store in person, but I figured that since the card had been reissued that it wouldn't be a problem if my roommate didn't take care of it. \n\nSeparately, In XXXX of XXXX I started having a lot of issues with Chase 's app. It would crash every time that I tried to look at my transaction history or in other sections. I also tried using the Chase website a few times, even though it was pretty inconvenient for me since I don't use a computer often outside of work and I also had trouble with the Chase website. It would log me out while I was using it and it was completely down when I tried to use it in XXXX of XXXX to try to look more into the issue I was having with the XXXX XXXX. \n\nAs an aside, I also tried multiple times to change my autopayments for my credit cards from my checking account to my savings account and it would say it was changed and then they would still charge the previous account which would cause the payment to bounce. I tried calling customer service to change it and they said that they had changed it and then it still went to the wrong account again. I had to call them again to fix it. I was charged {$100.00} in interest of XX/XX/XXXX due to this issue and when I called and asked to remove it since it was due to a glitch on their end, they refused and refused to escalate it to a supervisor. I recently upgraded to a new phone, in part because I thought that was causing the issue with the Chase app and I figured the interest, fees, and stolen money from this issue was less than a new phone would be. Well I'm still having issues with the Chase app, including the fact that it keeps asking for me to approve logins on my old phone even though I had an about XXXX minute long nightmare phone call to verify my identity to use the new phone where the customer service rep never clicked the button to generate my code ( but that's another story ). \n\nWhen I first downloaded the Chase app on my phone, I set up transaction alerts for all purchases so that I could monitor any suspicious activity. Sometime between when I started having the app issues in XX/XX/XXXX and XX/XX/XXXX, I stopped getting any transaction alerts. \n\nI mentioned these issues during phone conversations with Chase representatives and was told that I should put in a ticket for them, but wasn't told how to put in a ticket and I couldn't find any information when I tried to find such a thing. \n\nIn XXXX of XXXX, I noticed that XXXX autopayments had been taken out by Chase, even though I had only been using XXXX cards. In fact, I had not even taken the Chase Freedom XXXX card out of the letter it came in. \n\nIt took me about XXXX minutes of logging into the app repeatedly to even be able to see what the charges were. I was charged {$59.00} on XX/XX/XXXX, {$89.00} on XX/XX/XXXX, and {$59.00} on XX/XX/XXXX. I saw that they were from XXXX and I called Chase to dispute them since my internet was covered by my new apartment. When I spoke to representatives, I told them that I didn't even know what the card number was because I hadn't opened it. They told me that automatic payments will automatically update and that I needed to talk to XXXX to see if they would refund it and if not, I could file a police report to dispute it with Chase if that didn't work. \n\nI called XXXX and the first representative I spoke to told me that they would refund it and take the card off the account but he had to send me to the right department. The next person I spoke to told me that they couldn't do anything since I didn't have the password to the XXXX account. I told them that I should be able to take my credit card off of an account and that I could verify my identity but they told me that I would need to have the card reissued with a new number and that I could file a fraud report online if I made a police report. \n\nI made a police report, but couldn't get the exact details of the charges since the Chase app kept crashing. At the time, I was still at work and couldn't continue talking to these companies all day so I came back to it either the next day or a couple days later. \n\nI had expected either Chase or XXXX to send me a follow up or a customer service rating email or something but neither did, so the next time I called I asked both of them if they could send me an email about the call or send me an email I could send my dispute through so I would have documentation. They did not send me an email. \n\nI was not able to find the fraud report place online that I was told about for XXXX, so I called and asked for it and was told they did not have a fraud department. I insisted that they must have a fraud department. They insisted that they did not. I asked for a supervisor. She said she would look into the fraud website. She gave me a website that was invalid. I told her it didn't work and she sent me to another representative. He told me that I should go in person to fix it. \n\nWhen I called Chase with the police report they still refused to dispute the charges. They refused to escalate the issue to a supervisor. I was told that they would reissue the card and put in a stop payment request and that that should solve the issue. \n\nBefore I was able to go in person to try to get it refunded, I was charged {$59.00} again on XX/XX/XXXX. To Chase 's credit, they did let me dispute that transaction and refunded the {$59.00}. \n\nWhen I went in person to the XXXX store, they were able to take the card off but told me I would need to call to get the refund. They gave me a number with a local area code. I was super excited. I thought I was getting somewhere. When I called the number ( in the XXXX XXXX parking lot ), I'm pretty sure it was the exact same woman I had talked to multiple times already. She was definitely not a local representative. She was wildly unprofessional and insisted that it was a personal issue and that I needed to handle my own personal issues and that if my old roommate had my card number that I just needed to get my card reissued. She clearly did not understand how the autopayment worked, or that I had already reissued the card twice, and she could not provide me contact information for a fraud department, and would not get me a supervisor. My boyfriend and his mom had given me the ride to the store because I was having car trouble and they spent the whole time somewhere between disbelief and trying to hold to back laughter because the things this woman was saying were so ridiculous and unprofessional. \n\nI went back into the XXXX store and told them that the number was no help, but they said that I had to go through it to get refunded. \n\nDuring this whole process I spent untold hours trying to resolve it. Chase should have done their part to dispute the transactions. They provided me with incorrect information that dragged the issue out for months. They did not provide me documentation even though I asked for it. They did not provide a place to submit the police report. They would not get me a supervisor. They continue to have technical issues and incompetent customer service representatives that have led to them profiting by taking interest and fees from me that only happened because of issues on their end.","date_sent_to_company":"2024-07-20T16:01:32.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"240XX","tags":null,"has_narrative":true,"complaint_id":"9565729","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-07-20T13:57:09.000Z","state":"VA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I <em>didn</em>'t have the password for the XXXX account and wasn't able to get to the store in person, but I figured that since the card had been reissued that it wouldn't be a problem if my roommate <em>didn</em>'t take care of it. \n\nSeparately, In XXXX of XXXX I started having a lot of issues with Chase 's app. It would crash every time that I tried to look at my transaction history or in other <em>sections</em>."],"sub_issue":["Credit card company isn't resolving a dispute <em>about</em> a purchase on your statement"]},"sort":[9.969091,"9565729"]},{"_index":"complaint-public-v1","_id":"7112603","_score":9.711079,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Pls see Attached Docs : STATEMENT PERIOD : XX/XX/XXXX - XX/XX/XXXX DATE : XX/XX/XXXX Monthly Payment Due : {$170.00} Payment Due Date : XX/XX/XXXX STATEMENT PERIOD : XX/XX/XXXX - XX/XX/XXXX DATE : XX/XX/XXXX Monthly Payment Due : {$180.00} Payment Due Date : XX/XX/XXXX STATEMENT PERIOD : XX/XX/XXXX - XX/XX/XXXX DATE : XX/XX/XXXX Monthly Payment Due : {$360.00} Payment Due Date : XX/XX/XXXX As you can see in XX/XX/XXXX my monthly payment was only {$360.00}, then on XX/XX/XXXX its magically \" Overdue '' by 105 days?! Interest charging me on top of it all. \n\nAttached Doc : STATEMENT PERIOD : XX/XX/XXXX - XX/XX/XXXX DATE : XX/XX/XXXX Monthly Payment Due : {$850.00} Payment Due Date : XX/XX/XXXX On XX/XX/XXXX. I receive an email stating my account is \" Overdue '' You are now 105 days past due in the amount of {$670.00}. \nNot only did my credit report take my score XXXX, but XXXX wouldn't admit that they were the ones who mess up. They ruined my credit score by stating I was over 120 days past due. When clearly the statements given to me each month never stated or showed any of this. When I called I provided XXXX with all of my bank statements. They said that I didn't miss a payment, I just didn't pay them enough money back in XXXX of XXXX? Almost a year it took for them to even tell me there was something I missed, then when they did advise me, they did it by marking up my credit report with false information, because if I knew I owed or missed anything I would have paid it, but they didn't tell me and then maxed out the \" past due '' days. They then charged me interest and I paid over {$900.00} to correct their mistake, and although they stated they would fix this mistake, my credit score still has not seen that, therefore damaging my changes to purchase a home. \n\nThis is now affecting my day to day life and I will bring in legal council if this is not corrected on my credit report. \n\nSubject : Dispute and Correction of Credit Report Information Dear Sir/Madam , XXXX am writing to inform you about a serious error in my credit report, specifically regarding my account with Upgrade. As a consumer, I believe my rights under the Fair Credit Reporting Act have been violated, as outlined in 15 USC 1681 section 6 subsections 2 and 4 ( a ) ( 2 ). I request an immediate correction of this issue to prevent further damage to my creditworthiness.\n\nIn recent communications with XXXX, they have acknowledged that they were at fault for the negative impact on my credit. They admitted that I was up-to-date on all my payments, with no late remarks or outstanding balance. I have attached the relevant statements as evidence to support my claim. However, despite their admission, my credit report still reflects a significant negative impact, resulting in a decrease of my credit score by XXXX points. This inaccurate reporting has severely affected my ability to secure financing, specifically for purchasing a home. \n\nThe discrepancy in XXXX 's reporting began on XX/XX/XXXX, when I received an email notification stating that my account was overdue by 105 days, with an alleged amount of {$670.00} owed. This sudden change in status is perplexing, as none of the monthly statements provided by XXXX prior to that date indicated any pending dues or late payments. I promptly contacted XXXX and presented them with my bank statements, which clearly showed that I had not missed any payments. Their response was that I had not paid them enough money back in XX/XX/XXXX, which they neglected to inform me about until almost a year later. Furthermore, instead of rectifying the situation in a transparent manner, XXXX marked up my credit report with false information, erroneously stating that I was over 120 days past due. As a result, I was charged interest and forced to pay over {$900.00} to correct their mistake. Despite their assurance that they would rectify the error, my credit score has yet to reflect the necessary corrections, severely hampering my chances of obtaining a mortgage. \n\nI emphasize that this misinformation has had a significant impact on my daily life and financial well-being. While XXXX stated they would remove those \" Past Due '' remarks, they have yet to do so. The only resolution I received from the company from a credited amount of {$300.00}. Which in no way fixes the amount of time I took to write all of these complaints to get this corrected. Or the stress of life under a ( negative XXXX point drop in my credit ) XXXX alone took me from the 700 range to the 500 range. And I didn't even make the mistake, XXXX did. I am trying to purchase a home and have been for years, there 100+ days past due is not accurate and is ruining my future. This needs a resolution. \n\nIf the necessary corrections are not made to my credit report promptly, I will be left with no choice but to seek legal representation to protect my rights. \n\nI kindly request that you take immediate action to investigate this matter thoroughly and correct the inaccuracies on my credit report. I believe it is in the best interest of both parties involved to resolve this issue amicably and avoid any potential legal proceedings. \n\nThank you. I look forward to a swift resolution. \n\nSincerely, XXXX XXXX.","date_sent_to_company":"2023-06-13T17:41:07.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"84065","tags":null,"has_narrative":true,"complaint_id":"7112603","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2023-06-13T17:41:03.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["They said that I <em>didn</em>'t miss a payment, I just <em>didn</em>'t pay them enough money back in XXXX of XXXX? Almost a year it took for them to even tell me there was something I missed, then when they did advise me, they did it by marking up my credit report with false information, because if I knew I owed or missed <em>anything</em> I would have paid it, but they <em>didn</em>'t tell me and then maxed out the \" past due '' days."]},"sort":[9.711079,"7112603"]},{"_index":"complaint-public-v1","_id":"7112602","_score":9.711079,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Pls see Attached Docs : STATEMENT PERIOD : XX/XX/XXXX - XX/XX/XXXX DATE : XX/XX/XXXX Monthly Payment Due : {$170.00} Payment Due Date : XX/XX/XXXX STATEMENT PERIOD : XX/XX/XXXX - XX/XX/XXXX DATE : XX/XX/XXXX Monthly Payment Due : {$180.00} Payment Due Date : XX/XX/XXXX STATEMENT PERIOD : XX/XX/XXXX - XX/XX/XXXX DATE : XX/XX/XXXX Monthly Payment Due : {$360.00} Payment Due Date : XX/XX/XXXX As you can see in XX/XX/XXXX my monthly payment was only {$360.00}, then on XX/XX/XXXX its magically \" Overdue '' by 105 days?! Interest charging me on top of it all. \n\nAttached Doc : STATEMENT PERIOD : XX/XX/XXXX - XX/XX/XXXX DATE : XX/XX/XXXX Monthly Payment Due : {$850.00} Payment Due Date : XX/XX/XXXX On XX/XX/XXXX. I receive an email stating my account is \" Overdue '' You are now 105 days past due in the amount of {$670.00}. \nNot only did my credit report take my score XXXX, but XXXX wouldn't admit that they were the ones who mess up. They ruined my credit score by stating I was over 120 days past due. When clearly the statements given to me each month never stated or showed any of this. When I called I provided XXXX with all of my bank statements. They said that I didn't miss a payment, I just didn't pay them enough money back in XXXX of XXXX? Almost a year it took for them to even tell me there was something I missed, then when they did advise me, they did it by marking up my credit report with false information, because if I knew I owed or missed anything I would have paid it, but they didn't tell me and then maxed out the \" past due '' days. They then charged me interest and I paid over {$900.00} to correct their mistake, and although they stated they would fix this mistake, my credit score still has not seen that, therefore damaging my changes to purchase a home. \n\nThis is now affecting my day to day life and I will bring in legal council if this is not corrected on my credit report. \n\nSubject : Dispute and Correction of Credit Report Information Dear Sir/Madam , I am writing to inform you about a serious error in my credit report, specifically regarding my account with Upgrade. As a consumer, I believe my rights under the Fair Credit Reporting Act have been violated, as outlined in 15 USC 1681 section 6 subsections 2 and 4 ( a ) ( 2 ). I request an immediate correction of this issue to prevent further damage to my creditworthiness. \n\nIn recent communications with XXXX, they have acknowledged that they were at fault for the negative impact on my credit. They admitted that I was up-to-date on all my payments, with no late remarks or outstanding balance. I have attached the relevant statements as evidence to support my claim. However, despite their admission, my credit report still reflects a significant negative impact, resulting in a decrease of my credit score by XXXX points. This inaccurate reporting has severely affected my ability to secure financing, specifically for purchasing a home. \n\nThe discrepancy in XXXX 's reporting began on XX/XX/XXXX, when I received an email notification stating that my account was overdue by 105 days, with an alleged amount of {$670.00} owed. This sudden change in status is perplexing, as none of the monthly statements provided by XXXX prior to that date indicated any pending dues or late payments. I promptly contacted XXXX and presented them with my bank statements, which clearly showed that I had not missed any payments. Their response was that I had not paid them enough money back in XX/XX/XXXX, which they neglected to inform me about until almost a year later. Furthermore, instead of rectifying the situation in a transparent manner, XXXX marked up my credit report with false information, erroneously stating that I was over 120 days past due. As a result, I was charged interest and forced to pay over {$900.00} to correct their mistake. Despite their assurance that they would rectify the error, my credit score has yet to reflect the necessary corrections, severely hampering my chances of obtaining a mortgage. \n\nI emphasize that this misinformation has had a significant impact on my daily life and financial well-being. While XXXX stated they would remove those \" Past Due '' remarks, they have yet to do so. The only resolution I received from the company from a credited amount of {$300.00}. Which in no way fixes the amount of time I took to write all of these complaints to get this corrected. Or the stress of life under a ( negative XXXX point drop in my credit ) XXXX alone took me from the 700 range to the 500 range. And I didn't even make the mistake, XXXX did. I am trying to purchase a home and have been for years, there 100+ days past due is not accurate and is ruining my future. This needs a resolution. \n\nIf the necessary corrections are not made to my credit report promptly, I will be left with no choice but to seek legal representation to protect my rights. \n\nI kindly request that you take immediate action to investigate this matter thoroughly and correct the inaccuracies on my credit report. I believe it is in the best interest of both parties involved to resolve this issue amicably and avoid any potential legal proceedings. \n\nThank you. I look forward to a swift resolution. \n\nSincerely, XXXX XXXX.","date_sent_to_company":"2023-06-13T17:41:07.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"84065","tags":null,"has_narrative":true,"complaint_id":"7112602","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-06-13T17:41:03.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["Subject : Dispute and Correction of Credit Report Information Dear Sir/Madam , I am writing to inform you <em>about</em> a serious error in my credit report, specifically regarding my account with <em>Upgrade</em>. As a consumer, I believe my rights under the Fair Credit Reporting Act have been violated, as outlined in 15 USC 1681 <em>section</em> 6 subsections 2 and 4 ( a ) ( 2 ). I request an immediate correction of this issue to prevent further damage to my creditworthiness."]},"sort":[9.711079,"7112602"]},{"_index":"complaint-public-v1","_id":"7473300","_score":8.649652,"_source":{"product":"Mortgage","complaint_what_happened":"I purchased my first home in XXXX of XXXX. At the time, I did not have a 20 % down payment and knew that PMI was going to be part of the deal. Soon after closing on my mortgage loan, the loan was assigned to XXXXXXXX XXXX  for servicing, and then transferred to Roundpoint Mortgage in XXXX XXXX XXXX. I purchased my home for many reasons, but was something I had wanted to do for many years. It was not an easy process and required many sacrifices along the way, and was especially a challenge due to the market at that particular point in time. I follow the market and knew if I didn't get on board, the opportunity may not present itself for a while. As difficult as it was to secure my home after a grueling search and countless offers, as well as having to offer $ XXXX over asking to finally even be acknowledged - I was still determined to make it work, and with some help of family, I did, and have. \n\nMy house is nothing special, small and in need of many upgrades, many of which I have completed since moving in - but from my understanding, I would be able to have the {$200.00} PMI payment I was making on top of my mortgage payment, removed at any one of several times during the course of my loan - once the conditions specific to that occurrence were met. I recently made my third attempt to request the removal of PMI and was informed by Roundpoint that I was not qualified. Before I get to this particular instance, its important to understand the ongoing issues that I've dealt with relating to this one. \n\nThe first request to remove PMI was made at the end of XXXX to XXXX XXXX  - my original loan servicer, and was made because the house had some major issues that I didn't expect until after I moved in which required a significant investment but improved the home significantly. I have read the PMI removal requirements put in place by XXXX and also Roundpoint, and the language is somewhat ambiguous as to when the earliest date might be when a request might be granted to remove PMI. My understanding was that certain circumstances regarding the assessment of the property could qualify for PMI removal at any point, while others had a minimum time frame in place before it could be considered. Either way, my first request was ignored and so I attributed it to maybe being too soon. The second request I made was also to XXXXXXXX XXXX  and was made on XX/XX/XXXX. I received a response from XXXX regarding my request on XX/XX/XXXX requesting a list of the improvements made since I took ownership. Even though this was included in my XX/XX/XXXX second attempt original request, I was just relieved that I received a response and that they were processing my request so I provided them what they asked for within two weeks or so. I didn't receive anything from them after that, but I did receive a notification in XXXX of XXXX that my loan was being transferred to Roundpoint Mortgage Servicing but that I would not notice any changes to the terms of my loan or how it was managed. When I called XXXX to inquire about my PMI removal request that was started in XXXX- they told me to expect my new servicer to reach out and finish it up- but this never happened. Roundpoint claims XXXX never provided them anything, XXXX claims they did - I decided to move on and start a new request in XXXX of this year. I sent the required documents and forms to Roundpoint on XX/XX/XXXX and received a response on XX/XX/XXXX stating that I did not qualify due to having a 30 day late payment on my account- which I know for a fact has never happened because I have been trying so hard to remove PMI and knew that a late payment would disqualify me for a period of time. \n\nIt is also important to understand this is not the only issue I have had with Roundpoint and the transfer of servicing to them. Immediately after my loan was transferred, I noticed that two ( 2 ) PMI payments totaling {$400.00} were deducted from my escrow account in XX/XX/XXXX- the month they took over servicing. A call with a representative informed me that this was because XXXX didn't take it out the month before- a call to XXXX and some statements provided ( I couldn't log in to my account with XXXX anymore at this point ) proved otherwise. I called Roundpoint back and was told to send proof to an email address ( the only one I could find and it took an incredible amount of searching to find any contact like this ). This request was also ignored and dismissed when a follow-up call was placed. I finally gathered the documents, sent them via traditional postal mail, and received a response stating that the deductions were correct - that XXXX takes out PMI in arrears, where Roundpoint takes it in advance. Again, not a big deal, but I was not notified and told that nothing would be affected during the transition. This deficit in my escrow account snowballed and in XXXX when the escrow reconciliation occurred, created - along with increased property taxes in XXXX, and increasing insurance premiums - a new monthly mortgage payment of {$1800.00}- which is {$200.00} more than what I signed up for less than 2 years prior. This {$200.00} PMI payment, when removed, basically puts me back to where I planned to be! I understand that there are certain costs associated with my loan that will need to increase over time, but less than 2 years in to a 30 year mortgage and not only is my servicer the problem, but they are unwilling to help by looking at where other costs can be cut. This house was built in XXXX and being XXXX XXXX XXXX needs a lot of work - a significant amount of which I've done since taking ownership but also much more- including the asbestos siding which is in desperate need of replacement - and the walls need to be insulated at the same time to mitigate the $ XXXX natural gas bills I have started to receive during the winter months. Not only do I and my property meet the qualifications of PMI removal today- and for months leading up to this, just by improvements alone - or by the sheer increased property value alone- but any money saved on my mortgage loan will no doubt just be put back into making my home more updated, sustainable, and efficient. \n\nI was unfortunately laid off at the beginning of XXXX, from the job I had for 5 years. I was encouraged by my former employer to file for unemployment benefits- which I did, but have yet to see a dime of ( Colorado Department of Labor is apparently backlogged, and transitioning to an updated software program so this is a blanket problem ). I have been told that I should expect payment for basically 3 months 'any day now '. So XXXX was the first month I paid my mortgage outside of the grace period window. I realized I would incur a late fee, and when I didn't receive money from unemployment by the XXXX, my parents stepped in and I still made the payment on time. When I received the letter on XX/XX/XXXX from Roundpoint stating I had a 30 day late payment, this was the instance I could think being close, but still it didn't make sense. I panicked and checked to make sure the payment cleared -which it did. The XXXX of XXXX was a Sunday, so I wondered if this was the issue, but after waiting and checking my credit reports, Roundpoint reported the payments for XXXX as 'on time ' ( because it was ). I am including the payment history for Roundpoint account from my three credit reports which shows all payments being made on time. \n\nLastly, when my loan was transferred to Roundpoint, I immediately did some research and after reading through reviews and complaints, and history of this company- it became clear that there are some unethical business practices that take place here. This is the reason I decided to come to CFPB at this point instead of provide a response to Roundpoint - I would like documentation that this is what has been done- as I am concerned that without third party intervention, they would easily go back to my credit reports and adjust them to fit their narrative. \n\nI am including all the PMI request documents for my last 2 attempts - the most recent made directly with Roundpoint, and the prior one that may or may not have been provided to Roundpoint from XXXX during the transfer. Also attached are the payment history sections for my mortgage with Roundpoint showing all payments reported on time ( which they have been ). The most recent denial letter from Roundpoint is also attached. I have also attached the documents I provided when asking for clarification on why ( 2 ) PMI payments were deducted from escrow in the month they took over servicing my loan and to which it took several attempts and many months to receive a reply- I should have been notified this change was taking place without even having to ask in my opinion, especially since it impacted my escrow reconciliation and monthly payments to the extent it did. This company has no business managing anyone 's loan. I am prepared to pay for any appraisal or assessment necessary to move things along, which they are also aware of.","date_sent_to_company":"2023-08-31T09:52:39.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"802XX","tags":null,"has_narrative":true,"complaint_id":"7473300","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RoundPoint Mortgage Servicing LLC","date_received":"2023-08-31T08:15:05.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Private mortgage insurance (PMI)"},"highlight":{"complaint_what_happened":["I <em>didn</em>'t receive <em>anything</em> from them after that, but I did receive a notification in XXXX of XXXX that my loan was being transferred to Roundpoint Mortgage Servicing but that I would not notice any changes to the terms of my loan or how it was managed. When I called XXXX to inquire <em>about</em> my PMI removal request that was started in XXXX- they told me to expect my new servicer to reach out and finish it up- but this never happened."]},"sort":[8.649652,"7473300"]},{"_index":"complaint-public-v1","_id":"11744485","_score":8.119357,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX I sought information about my sign-up bonus as I wasn't sure what my exact spend was. I was told that I was declined for a sign-up bonus. The reason I was given was that I had an American Express XXXX XXXX. I informed them that I was just an authorized user on this card and that it had been opened in the XXXX. The representative said that they would note that and begin an investigation. \n\nI requested an update on XX/XX/XXXX in the app. I was then told my sign-up bonus was denied because I received a sign-up bonus on my XXXX XXXX XXXX card XXXX Now, this is an outright lie. Even if the XXXX XXXX card WAS in the same card family as the XXXX XXXX ( which it isn't ), it wouldn't matter. You can earn sign-up bonuses on all Amex charge cards so long as you do so in order of annual fee ( XXXX, XXXX, XXXX ). It is fairly obvious why this is their policy- it encourages people to upgrade and discourages people from downgrading. I informed the representative of this, but they kept sending the same copy-and-paste message : You may not be eligible to receive a welcome offer if you have or have had this Card, the Platinum Card from American Express Exclusively for XXXX XXXX, the XXXX XXXX from American Express Exclusively for XXXX XXXX or previous versions of these Cards. You also may not be eligible to receive a welcome offer based on various factors, such as your history with credit card balance transfers, your history as an American Express XXXX XXXX, the number of credit cards that you have opened and closed and other factors. \n\nI informed the representative that I would be filing for arbitration, and they said, \" It can't be arbitrated. '' How can a customer service representative not know that cardmemebers are entitled to arbitration/mediation for any issue relating to their account except for the arbitration provision itself? It specifically lists this exact circumstance. Frankly, this is a violation of the cardmember agreement. \n\nOn XX/XX/XXXX, I emailed the American Express corporate secretary due to the poor customer service I had received in the app and over the phone. \n\nWhen the person from the corporate secretary 's office called me, they told me they had completed a thorough investigation and were happy to provide me with all the information I needed. They listened to what I had to say and tried to give me the same reasons again. I asked them if they had actually read my claim ( or even looked at my American Express account ) because if they had, they would know that I never closed an American Express card or initiated a balance transfer. After that excuse failed just as it had before, the representative finally said that it was because of \" other factors '' that my sign-up bonus was declined. I asked them what that could possibly mean. If it has nothing to do with my creditworthiness, sign-up bonus history, or American Express XXXX XXXX, I can't think of anything else above board that falls under \" other factors. '' They said they could not tell me what these \" other factors '' were. \n\nI decided to file a claim via the mail on XX/XX/XXXX, which is required before going to mediation and/or arbitration. I attached this letter along with screenshots of my chats with representatives and previous emails I sent. \n\nDear American Express, After chatting with a representative from the corporate secretarys office, I have decided to file a claim. This issue has still not been resolved, and my frustration continues to grow. The individual on the phone offered no explanation for why every chat representative I have spoken to thus far has given me a different reason for why my welcome bonus was stolen from me. This email is meant to accompany the email I sent last week, which I have enclosed. \nTo no great surprise, the first thing the individual on the phone talked about was the screen that comes up before you submit your application that says you are ineligible for your welcome offer. They told me the exact time when I got this message. They then fumbled around for XXXX or XXXX seconds while trying to figure out how much later I submitted the application. It was XXXX seconds. I used my phone for XXXX hours and XXXX minutes on XX/XX/XXXX. Meaning this message was on my screen for XXXX of the XXXX seconds I spent using my phone that day. \nMy point is that I can honestly say that I don't remember any part of my application. I didn't even remember what I was doing for any of the XXXX hours and XXXX minutes I spent using my phone the next day, not to mention XXXX weeks later. I'm sick of hearing about a box that shouldn't have even been there in the first place. I have spoken with friends who work for AMEX, and they said if I called on the phone, my application would've been processed with the welcome bonus. \nThis representative said I see you included the section on exclusions in bold in your email, and as you can see, there is a part that says other factors. Now, I couldn't help but laugh. No matter what representative I speak with, regardless of whether they are a chat rep, phone rep, or if they work in the corporate secretary 's office, they always try to fit a square peg into a round hole. If the reason I was ineligible for my welcome bonus was other factors, why did the chat rep say it was because I was the authorized user on a Gold card? If the reason I was ineligible for my welcome bonus was other factors, why did the phone rep say it was because I received a welcome bonus on a XXXX XXXX XXXX card? The answer, fairly obviously, is that each of these individuals is making it up as they go. The service I have received at multiple different points is so awful that the only explanation is that all representatives are trained to do this. American Express refers to its customers as cardmembers and not cardholders like other credit card companies. This is more than a credit card ; its a membership to excellence, which is why the fee is so high. I expect not to get treated like this is just some other credit card. There is no legitimate reason for my welcome bonus to have been denied, and I will do everything in my power to prove that. \n\nOn XX/XX/XXXX, I received an email telling me to call the company about my claim. There was no special claim line or someone who knew anything about my case. It was just a regular phone representative checking notes from somebody else. They said that the reason I was ineligible for the XXXX XXXX 's sign-up bonus was because I had \" previously been extended the same or equivalent welcome bonus for either the same or equivalent card. '' At this point, I am convinced that this is some kind of office joke that everybody is in on. There are no equivalent welcome offers, and there are no equivalent cards- both of these things being true is why the XXXX card 's entire identity. It's why it exists, and it's why people sign up.","date_sent_to_company":"2025-01-23T21:18:17.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"01867","tags":null,"has_narrative":true,"complaint_id":"11744485","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-01-23T19:56:22.000Z","state":"MA","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I received an email telling me to call the company <em>about</em> my claim. There was no special claim line or someone who knew <em>anything</em> <em>about</em> my case. 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