{"took":3135,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":13,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4520111","_score":13.078619,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I requested reconsideration of my claim after it was wrongfully denied at the representment stage. \nOn XX/XX/XXXX I initiated a dispute against merchant XXXX XXXX XXXX in the amount of {$1000.00} and was assigned Claim ID # XXXX and later received a provisional credit. \nOn XX/XX/XXXX I faxed in documentation to support my claim. On XX/XX/XXXX I faxed in documentation to support my claim. \nOn XX/XX/XXXX I received a time sensitive letter dated XX/XX/XXXX with another customers merchant information attached to my claim, including the customers confidential information. \nAfter speaking with BOA Rep. XXXX on XX/XX/XXXX making him aware of the error ; XXXX acknowledged I indeed received another customers claim information and confirmed he would upload the correct merchant information to the message center on the same day for my review and mail the correct merchant documentation to me. \nXXXX explained after I had a chance to the review the merchant documentation I would need to respond accordingly and submit a 2nd Opinion Letter on a Company Letter Head, Signed & Dated, Description of what the previous merchant had done to repair the vehicle was not done or not done properly and does not necessarily need to outline all of the details. XXXX confirmed I had 30 days to respond to the merchant because BOA received the merchants documentation on XX/XX/XXXX and I had until XX/XX/XXXX to respond to the merchant. \nXXXX stated I would receive 4 separate letters because he could only attach 5 documents at a time and the merchant documents was 17 pages. \n1|Page Undelivered Promises Between XX/XX/XXXX XX/XX/XXXX I spoke to several managers and supervisors to obtain a copy of the merchant documentation via fax, message center or by mail because I had not received the merchant documentation as promised via the message center on XX/XX/XXXX. \nOn XX/XX/XXXX BOA Claims Supervisor XXXX  stated she would fax over the merchant documentation to a BOA Branch ( I provided her with the fax # ) and I would indeed receive the fax in 10 Minutes to 1 hours. I waited at the branch for over 2 hours and still did not receive the fax. BOA Claims Manager XXXX later confirmed the documents could not be fax because it had to be retracted and reviewed but I will receive the documents by mail. \nOn XX/XX/XXXX BOA Claims Manager XXXX stated he would document my claim indicating I would not be able to send in the requested response information by the XX/XX/XXXX deadline because I had not received the proper documentation through no fault of my own. \nOn XX/XX/XXXX In addition to BOA Claims Manager XXXX efforts, BOA Supervisor XXXX stated she would update my claim to get an extension on the XX/XX/XXXX deadline because I had not received the appropriate merchant documentation for review. \nDespite my many pleas to receive the appropriate merchant documentation that aligned to my claim I still did not receive the information I needed. \nCredit Card Denial Rationale ( 2 ) On XX/XX/XXXX the provisional credit I received was reversed and I received a letter claim # XXXX was denied conflicting with BOA Claim Manager and BOA Claim Supervisors request to extend the deadline. The letter dated XX/XX/XXXX indicated the denial reason : We didnt receive a second opinion letter. \nOn XX/XX/XXXX a new Claim ID # XXXX was assigned to my dispute with a 2nd denial letter generated 2 days afterward with 1 more denial reason ( 1 ) We didnt receive a second opinion letter ( 2 ) We didnt receive documentation stating what you were supposed to receive and how it was different from what you received. \nDespite being told I would have the opportunity to review the merchant documentation and receiving another customers claim documentation through no fault of my own, deadline extension requests submitted by Claim Manager XXXX & Claim Supervisor XXXX, and my many attempts to receive the information that should have been attached to my claim 2 weeks before my dispute was denied twice within 2 days. \nOn XX/XX/XXXX a new Claim ID # XXXX was assigned to my dispute. This would mark the 4th Claim ID. \n2|Page On XX/XX/XXXX BOA Claims Supervisor XXXX confirmed BOA Claims department had received faxed information including the 2nd Opinion Letter. \nOn XX/XX/XXXX I finally received the merchant documentation in mail, thanks to Claims Supervisor XXXX. \nAfter reviewing the merchants documents, I identified several discrepancies with the merchants claims that were not considered during the investigation : The merchant provided you with fraudulent documents marked as 1 and 2 ( RO # XXXX XXXX in which I made Claims Supervisor XXXX aware of this on XX/XX/XXXX. The merchant deceptively created a repair order diagnostic and written estimate after the date of service without my knowledge ; as I did not either of the presented documents. Additionally, the document marked as 2 indicated I allegedly owed the merchant a diagnostic fee on XX/XX/XXXX but when I returned on XX/XX/XXXX to have my car service the merchant did not inform me of this erroneous fee. ( The authentic document I received on XX/XX/XXXX has a print date of XX/XX/XXXX and was faxed to BOA on XX/XX/XXXX ) See Exhibit 1 I pointed out to BOA I did not agree to the merchants warranty terms and conditions listed on merchant invoice in my faxed documents on XX/XX/XXXX. The merchant text messaged my invoice for my XX/XX/XXXX visit and the terms & conditions reflects a 12 month or 12,000 miles warranty on the part whichever occurs first and indicated the warranty does not cover labor cost for removal, installation or damage. The merchant misrepresented the terms and condition of the warranty. On XX/XX/XXXX I discussed the misrepresentation of the merchants warranty terms with the owner and the fact that I did not agree to the warranty information listed on my invoice because that was not the information originally communicated to me. The merchant then changed the terms of the warranty to reflect 2 years/24k miles but did not remove the part of making me responsible for the labor cost for removal, installation or damage. XXXX The print date XX/XX/XXXX reflects the same date of the merchants change and the updated invoice was faxed to BOA on XX/XX/XXXX XXXX See Exhibit 2 The merchants admission to damage, on XX/XX/XXXX BOA received the merchants rebuttal to the chargeback in which the merchant stated, the original valve cover could have been leaking around the seal and it is possible to have gotten oil into that sensor. XXXX Monday XX/XX/XXXX, Paragraph ) The merchants admission explains how his service were not performed properly and aligned to documents I faxed to BOA : XXXX. XXXX XXXX XXXX : XXXX Technician Removed connection at eccentric shaft sensor and found that sensor full of oil. As indicated in the diagnostic notes, my car would not start. \n2. The 2nd Opinion Letter : Indicated It is common practice to inspect the eccentric sensor for oil intrusion during Valve Cover Replacement as a test procedure. The test procedures were not performed correctly which caused a no start situation. \nXXXX. The XXXX Manufacturer Bulletin : Indicated the customer may complain of Engine can not be started because of eccentric shaft sensor connector oil contamination. \nSee Exhibit 3 3|Page On XX/XX/XXXX, the merchant indicated my no start issue was because of I needed a battery replacement as indicated in the merchant documentation ( Monday XX/XX/XXXX, Paragraph ). I communicated my battery had already been tested by the dealership and it was fine. See Exhibit 4 What I was supposed to receive and how it was different from what you received The merchant was supposed to remove my valve cover and install a new valve cover to resolve the Check Engine Light and Drivetrain  Malfunction Warning notification as indicated on the written estimate and repair invoice. I received a damaged sensor due to oil contamination because the appropriate test procedures were not performed correctly when replacing the valve cover. The merchant improper service caused my check engine light and Drivetrain Malfunction Warning to re-appear in which he stated his repair would remedy, my vehicle abruptly shifted into neutral and shut off while driving, and the vehicle would not start until the Eccentric Shaft Sensor was replaced. \nOn XX/XX/XXXX On a call I was advised would be recorded by BOA ; I was told by BOA Claims Supervisor XXXX & BOA Claims Manager XXXX, that my case was in Arbitration and Bank of America does not make the decision of when the claim could be resolved. XXXX advised We ( BOA XXXX will present our facts so we are arbitrating to XXXX  why we would like this chargeback to the company and be refunded, and once visa reviewed the case, they will make a ruling. XXXX advised while you are disputing the charge you are not responsible for this part of the balance so I can minus {$1000.00} from my total balance. \nClaims Supervisor XXXX was very kind and professional however I wanted to speak with a Claims Manager regarding the merchant transaction remaining on my statement while the transaction is in arbitration when I am not expected to pay it. I wanted to get a better understanding of BOA Standard Operating Procedures. \nClaims XXXX XXXX, in my opinion, was very unprofessional, condescending ( saying as the previous supervisor already told you ), and XXXX even seemed agitated he had to speak with me and address my questions. Note : I would like to file a formal complaint about his behavior. \n\nEscalation to Bank of America Executive Client Advocacy Group On XX/XX/XXXX During a call I was advised would be recorded ; XXXX from Bank of America Executive Client Advocacy Group communicated my claim had been closed and she was sorry. \n\nBank of America denied my claim to allow XXXX  Arbitration to resolve my disputeafter a filed a formal complaint. One day prior a Claims Manager had confirmed my dispute was going to arbitration on a recorded line afterwards the staff member in Executive Relations denied the Ckaims Manager stated it, even though the call was recorded.\n\n4|Page","date_sent_to_company":"2021-07-06T21:47:22.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"28078","tags":null,"has_narrative":true,"complaint_id":"4520111","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-07-06T21:27:46.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["See Exhibit 4 What I was supposed to receive and how it was different from what you received The merchant was supposed to remove my valve <em>cover</em> and install a new valve <em>cover</em> to resolve the Check Engine Light and Drivetrain  Malfunction <em>Warning</em> notification as indicated on the written estimate and repair invoice. I received a damaged sensor due to oil contamination because the appropriate test procedures were not performed correctly when replacing the valve <em>cover</em>."]},"sort":[13.078619,"4520111"]},{"_index":"complaint-public-v1","_id":"6604241","_score":12.087312,"_source":{"product":"Debt collection","complaint_what_happened":"In XXXX of XXXX, XXXX XXXX was injured in an automobile accident in which the other driver was at fault. The insurance company of the other driver was XXXX XXXX Insurance. Although XXXX initially attempted to deny liability, after complains were submitted to the XXXX Department of Insurance and an arbitration was completed, XXXX was forced to accept 100 % liability for all damages, including healthcare costs associated with the accident. \n\nXXXX XXXX was seen as a patient at the XXXX XXXXXXXX XXXX on XX/XX/XXXX. It was made clear to the doctors and staff at the facility that she was seeking medical examination in connection with injuries sustained in the automobile accident and that there were insurance claims pending. The medical staff indicated their understanding and stated that they would submit all billing to the appropriate parties. XXXX XXXX 's health insurance ( XXXX XXXX XXXX ) initially paid and covered the majority of costs associated with examination at this facility. XXXX XXXX paid the required co-pays and other immediately required costs. Any further required payments should have been submitted to the XXXX Insurance company for payment. XXXX and XXXX XXXX have pursued the matter aggressively with XXXX to request that they pay all parties required. \n\nAt an unknown time and for unknown reasons, The XXXX  XXXX XXXX sold a debt of a currently undetermined amount to an alleged debt collector identifying itself as \" AR Solutions. '' The XXXX  XXXX XXXX has refused to provide further communications or explanation of this action to either XXXX XXXX or XXXX XXXX. XXXX Insurance company confirmed that they never received any claims information from XXXX  XXXX XXXX and it does not appear that the XXXX  XXXX XXXX made any efforts to contact any of the involved insurance companies to settle the alleged debt prior to selling the alleged debt to a collection agency. \n\nOn XX/XX/XXXX, with no prior warning or explanation, AR Solutions initiated legal action against XXXX XXXX and XXXX XXXX. AR Solutions made no effort to contact either XXXX or XXXX XXXX about the alleged debt prior to initiating this legal action. AR Solutions also did not comply with their legal obligation to serve appropriate summons and complaint documentation to the defendants. Upon learning of the lawsuit as the result of a third party communication, XXXX XXXX attempted to contact AR Solutions to request documentation of the debt that was being alleged in their lawsuit. AR Solutions violated the Fair Debt Collections Practices Act by responding to XXXX XXXX 's request in a highly belligerent manner and supplying incomplete documentation that does not fully state the amount that AR Solutions is seeking. \n\nAt this time we are asking the CFPB to open an investigation into this incident to determine if either XXXX  XXXX XXXX or \" AR Solutions '' have violated any state or federal laws regarding this matter. We believe that the XXXX XXXXXXXX center did not act in good faith or make a sincere effort to settle the debt with XXXX XXXX Insurance, who is the party legally liable for all debts associated with this matter. We furthermore believe that AR Solutions has engaged in several violations of the Fair Debt Collections Practices Act, firstly by failing to contact us to notify us that they acquired the debt from the medical provider, secondly by failing to make a good faith effort to collect the debt before resorting to legal action and thirdly by initiating legal action without delivering a summons. Additionally, \" AR Solutions '' can not clearly state the amount of the debt, as the one page document they have produced as evidence includes \" fees '' that are not allowed by law and additional \" costs '' that were only represented by question marks that someone hand wrote on the page. We were never given any fair opportunity by either the XXXX  XXXX XXXX or \" AR Solutions '' to either pay the debt, dispute the debt or forward the debt to the legally liable party, XXXX XXXX Insurance. It does not appear that either XXXX XXXX XXXX or \" AR Solutions '' made any effort to contact us or XXXX to resolve the debt before leaping into a legal action. We believe this constitutes an abusive and illegal debt collection practice known as \" XXXX Service '' in which the debt collector files a lawsuit without notifying the defendant in the hopes of getting a default judgement.","date_sent_to_company":"2023-03-20T12:27:06.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Medical debt","zip_code":"685XX","tags":null,"has_narrative":true,"complaint_id":"6604241","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AR Solutions Inc","date_received":"2023-02-22T16:28:12.000Z","state":"NE","company_public_response":null,"sub_issue":"Sued you without properly notifying you of lawsuit"},"highlight":{"complaint_what_happened":["We believe this constitutes an abusive and illegal debt collection practice known as \" XXXX Service '' in <em>which</em> the debt collector files a lawsuit without notifying the defendant in the hopes of getting a default judgement."]},"sort":[12.087312,"6604241"]},{"_index":"complaint-public-v1","_id":"2853977","_score":10.261839,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I went into XXXX XXXX XXXX XXXX XXXX on Sunday, XX/XX/XXXX. The  dealer, XXXX XXXX, is a friend of my sister, so he told her that it would be okay for me to come in outside of the scheduled hours of operation. When I arrived at about XXXX XXXX., he had already had a car pulled out and went to put gas in it. It was the only option that he gave me so I assumed that he and my sister had already discussed my money. He was inside processing information and contracts and looking over information that I had given him. He asked me to come to the computer to electronically sign the forms ; he did not go over any information. I am a first time car buyer as a college student, so I was not sure exactly how things would go. Unfortunately, I did sign the paperwork, but no money was taken. I also never took possession of the car because the dealer said that one of the mirrors had to be fixed. Upon the next day, Monday, XX/XX/XXXX, I had an unexpected event happen regarding school and the money was taken out of my account. I was unable to notify the dealer for the fact that I had class and was not dismissed until XXXX. In addition to that, when I spoke to my father that same night, he had asked me if I ever looked at the XXXX XXXX XXXX price of the car ; I had not because I was not sure of any of that and we did not go over the history of the car. After my father told me to check because it seemed to be a bit much for the specific car, I found out that the XXXX XXXX XXXX maximum price for the car was about {$8000.00}. The next day, XX/XX/XXXX, the dealer called me and said that he was missing my miscellaneous mail confirming my address and money. I did not take the call because I was at work, but I did call when my shift ended and I was on my way to school. I told him of the situation and asked him if he could inform my on the steps that I needed to take to get the financing reversed. He stated that there was nothing that he could do and it was my my car since it had already been financed, He told the same thing to my mother when she called. I, then, took it upon myself to call the financing company, Credit Acceptance, to get more information on the financing  of the car. The representative told me that the dealership could indeed cancel/void the finance. My mother and I then called back to speak with the dealer and he said the still insisted that there was nothing we could do. Following this, my mother and I spoke to about three representative that gave us multiple answers. One representative filed a complaint on my behalf and told me that someone would be contacting me within three days. She informed me that it would be wise to send in documentation showing that I had not put any money  down for the vehicle and any other information that I wanted them to know. I sent in both my income statement and the XXXX XXXX XXXX price, even one with the color the car. It was over {$1000.00}. I spoke to a representative one again on Thursday, XX/XX/XXXX, and I was told that there was nothing they could do. The car had not been financed without the miscellaneous information to confirm my address and they were aware that I had not put any money down but it was still nothing that they could do. I then asked if he could do anything without my information and the representative told me that there were other steps that he could take. Over the days of Friday, XX/XX/XXXX, and Sunday, XX/XX/XXXX, I had reviewed the contract and Section G of the contract is entitled \" Cancellation of this contract '' states, \" You may cancel this contract at any time by notifying the Administrator or Lienholder. Your cancellation notice must be accompanied by the then-current Vehicle mileage [ I  never took possession of the car ]. If the contract price was financed, any and all refunds will be paid to the Lienholder. '' Section I : Refunds and Charges states, \" If the contract is cancelled within the first thirty ( 30 ) days past the Vehicle/Contract Sale Date, You will be entitled to a full refund of the Contract Price. '' Per the definitions at the bottom of the contract ( Section J ) : \" Contract '' or \" Service Contract '' means this  document in its entirety. \n\n\" Contract Price '' or \" Provider Fee '' means the price of the Contract as specified on the first page of the Contract.\n\n\" Lienholder '' means the financial institution ( if any ) extending the loan/lease amount to the Contract Holder.\n\n\" Vehicle '' means the Vehicle covered by the Contract, as identified on the first page of the Contract.\n\n\" Vehicle/Contract Sale Date '' means the date the Vehicle and this Contract was purchased.\n\nI do not require a refund because I gave no money whatsoever to the dealer or dealership. My desire to cancel all occurred within the first 48 hours. On today, XX/XX/XXXX, the dealer, XXXX XXXX, contacted me via text while I was at work and stated, \" Your car needs to be picked up by tomorrow this deal not gon go away you sign a legal contract. '' I replied, \" Sir, this legal contract also states in Section G : Cancellation of the Contract that 'you may cancel this Contract at any time by notifying the Administrator or Lienholder. Your cancellation notice must include the then-current vehicle mileage [ which I never got the car ]. If the Contract Price was financed, any and all  refunds will be paid to the Lienholder. ' It also states in Section I : Refunds and Charges that 'If the Contract is cancelled within the first thirty ( 30 ) days past the Vehicle/Contract Sale Date, You will be entitled to a full refund of the Contract Price. ' '' The dealer replied and stated, \" Contract only states that u can cancel gap or extended warranty if you don't believe that wait for the repo to hit your credit I tried to be fair on this but it's on you. '' He texted me again and said, '' Read that again cause I'm telling you it's your car I'm try to save the repo from hitting you credit if you wasn't XXXX sister I would even say nothing about I'll just let the repo man pick it up just trying to gave u fair warning. '' My final message to the dealer stated, \" I would not say fair. You are aware of the fact that U am a college student. I do not have the money in my account and I said that. If I were aware of the fees, I would not have wasted your time or mine. You also lied to me and said that there was nothing you could do when multiple representatives from Credit Acceptance that the dealership can cancel it. The car was not financed. You, yourself, also put on the contract that I made a down payment of {$2000.00}. My job will be terminated as of XX/XX/XXXX at the moment. So, whether you were being \" fair '' or not it would hit my credit. Unfortunately, I am going into the accounting profession and it may affect my career some but it is ultimately my fault. Per the definition in the contract : \" Contract '' or \" Service Contract '' means this document in its entirety.\n\n\" Contract Price '' or \" Provider Fee '' means the price of the Contract as specified on the first page of the Contract.\n\n\" Lienholder '' means the financial institution ( if any ) extending the loan/lease amount to the Contract Holder.\n\n\" Vehicle '' means the Vehicle covered by the Contract, as identified on the first page of the Contract.\n\n\" Vehicle/Contract Sale Date '' means the date the Vehicle and this Contract was purchased. '' I went on to state, '' Thank you for considering me and trying to help. I will face my reality when I have to deal with it. '' The conversation ended at that message. I have a formal letter typed to Credit Acceptance. I simply want out. I am not sure who is aware of this contract but I  have typed everything exactly how it is written. \n\nI am able to file or scan in all documents and pictures as needed.","date_sent_to_company":"2018-03-26T00:07:21.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"350XX","tags":null,"has_narrative":true,"complaint_id":"2853977","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CREDIT ACCEPTANCE CORPORATION","date_received":"2018-03-25T22:47:27.000Z","state":"AL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"High-pressure sales tactics"},"highlight":{"complaint_what_happened":["\" Contract Price '' or \" Provider Fee '' means the price of the Contract as specified on the first <em>page</em> of the Contract.\n\n\" Lienholder '' means the financial institution ( if any ) extending the loan/lease amount to the Contract Holder.\n\n\" Vehicle '' means the Vehicle <em>covered</em> by the Contract, as <em>identified</em> on the first <em>page</em> of the Contract."]},"sort":[10.261839,"2853977"]},{"_index":"complaint-public-v1","_id":"12050008","_score":8.0119505,"_source":{"product":"Debt collection","complaint_what_happened":"Dear XXXX XXXX, XXXX I received your sheaf papers. Of note, you cite the XXXX XXXX Warning on the cover page, which identifies you as a debt collection agency under Minnesota law. Its been six ( 6 ) months since I last heard a word from you! This matter does not appear to be considered by your client or your firm to be urgent or even pressing. Also of note, you have not removed this debt, as I requested in XXXX, from my credit report. This has resulted in a lower credit score and damage to my credit worthiness. \n\nYour employee, XXXX, swore under oath that she, on the XXXX of XX/XX/year>, did serve a copy of the paperwork by first class mail, postage paid. The word serve is a verb. It implies action. \n\nThe documents contained in the packet are dated the afternoon of Friday, XX/XX/year>. The XXXX postmark is dated Monday, XX/XX/year>. Of note, this postmark was not made by the USPS. I received the envelope via the USPS on the evening XX/XX/year>. It should be noted that I have received mail from hurricane ravaged, flood decimated, and tornado impacted areas of XXXX North Carolina within 3 days, yet for some reason, your envelope took seven ( 7 ) days to go from Michigan to Minnesota. The lack of urgency and lack of care is demonstrative of the mounting bad faith and deceitful efforts on your part to intimidate, deceive, and harass me and to otherwise skirt the law. This is unacceptable and unprofessional. It goes without saying that XXXX XXXX can be compelled to testify under oath as to when she physically transferred custody of the sheaf of papers to the USPS for delivery. This is important because the delayed arrival of the packet has given me only 3 days to respond even though I am not required to by law. \n\nWe have no preexisting relationship in which I agreed to acceptance by silence. As you absolutely are aware, silence does not equal acceptance under the law. I consider this another showing of bad faith, misrepresentation of the law, and outright deceit on your part. \n\nFor those in the back of the room, I do not consent to any settlement, discovery, or any other agreement with you, your firm, or your client. Should you proceed as you threaten in the paperwork, despite my stated refusal ( s ) to accept anything from you or your client via silence, I will consider such action another act of bad faith, misrepresentation, and outright willful deceit. I consider you, your client and your firm to be engaging in an ongoing, repeated, willful pattern of harassment, deception, misrepresentation and intimidation, as well. Stop harassing me. \n\nYou boldly state in your letter you are conferring on a discovery plan pursuant to MN Rules of Civil Procedure, Rule 26.06. We also have a problem, XXXX XXXX. A big one. Rule 26.06 applies to discovery during an active case. We do not have an active case. You have filed nothing with the Court. There is no active lawsuit, therefore Rule 26.06 does not apply. It does not authorize pre-lawsuit discovery or confer any right for a law firm or debt collection agency to compel discovery before a case begins. Attempting to convince me it does is yet another sign of bad faith, deceit and misrepresentation on your part. You are trying to use the law to deceive me. Absolutely shameful. \n\nPerhaps you were thinking of MN Rule 27? Of course, to engage that Rule, you would need the approval of the court through a petition process. You do not possess such approval, nor do you even have an active lawsuit! \n\nI am under XXXX moral or legal obligation to engage in any discovery process, conference, discussion or plan with you. What we have here is simply a pen pal correspondence filled with your misrepresentative legal word salad intended to harass me, intimidate me, deceive me and coerce me in to settling with you and your client. I must reiterate, for at least the third time : I am not agreeing to anything with you or your client. I do not agree to settle or confer. I do not agree to any information you have sent me- unless otherwise stated in my Answer. \n\nAs stated in my previous letter dated XX/XX/year>, I am hereby requesting this matter be closed immediately and considered resolved for the reasons stated in my Answer and contained in this letter. Your case lacks merit and standing and is being done in willful bad faith. I would appreciate the courtesy of a letter from your firm stating the matter is closed, that you will be removing this alleged debt from my credit report ( s ) within thirty ( 30 ) calendar days from receipt of this letter, and that you nor your client will be reselling this alleged debt. \n\nFailure to close this matter and remove the alleged debt will be interpreted by me as another act of bad faith, deceit, misrepresentation, harassment, and intimidation. Minnesota Statute 541.053 prohibits collecting on an alleged debt that is past the statute of limitations, which I discussed in my Answer. Although this alleged debt is not mine, even if it were, the statute of limitations applies in this case and you know this, or at least should. \n\nPlease take note : The Minnesota Rules of Professional Conduct, in particular Rules 4.1 and 8.4 prohibit you from making knowingly false statements of law to a third party and from engaging in conduct involving dishonesty, fraud, deceit, or misrepresentation, and conduct prejudicial to the administration of justice. Should a lawyer knowingly engage in these behaviors they could be subject to disciplinary action by the Minnesota XXXX XXXX XXXX XXXX XXXX. One could also request sanctions from the judge should this proceed to an active lawsuit. \n\nI am fully prepared to use all recourse and remedies available to me including, but not limited to, filing a complaint with the Minnesota Department of Commerce and the Attorney General. Additionally, you are in violation of the Fair Debt Collection Practices Act ( FDCPA ). Should this proceed to litigation I will be pursuing my available recourse under this Act. \n\nI am also fully prepared to litigate this matter, should XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, or any affiliate, assignee, partner, agent, future debt buyer, or representative continue to make any further attempts to collect on or litigate this alleged debt.","date_sent_to_company":"2025-02-12T16:07:40.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Other debt","zip_code":"55082","tags":null,"has_narrative":true,"complaint_id":"12050008","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Stenger & Stenger, P.C","date_received":"2025-02-12T15:57:57.000Z","state":"MN","company_public_response":null,"sub_issue":"Threatened to sue you for very old debt"},"highlight":{"complaint_what_happened":["Of note, you cite the XXXX XXXX <em>Warning</em> on the <em>cover</em> <em>page</em>, <em>which</em> <em>identifies</em> you as a debt collection agency under Minnesota law. Its been six ( 6 ) months since I last heard a word from you! This matter does not appear to be considered by your client or your firm to be urgent or even pressing. Also of note, you have not removed this debt, as I requested in XXXX, from my credit report. This has resulted in a lower credit score and damage to my credit worthiness."]},"sort":[8.0119505,"12050008"]},{"_index":"complaint-public-v1","_id":"22355283","_score":7.1959715,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My letter to XXXX escalating my XXXX XXXX in the total of {$29000.00} equivalent of XXXX at the time of virtual robbery on XXXX XXXX XXXX. All fraudulent communications were received from XXXX domains and emails that passed all XXXX verification. The following letter to XXXX maps out the sophisticated fraudulent scam in chronological order and includes evidence of direct communication, all sent from the XXXX domain. The evidence and forensic fingerprinting below conclude one of two circumstances, both proving negligence on XXXX 's part : A. Either the phishing emails originated from a compromised Kraken support mailbox/relay ( genuine XXXX signing, but outside the XXXX XXXX XXXX XXXX ; or B. Attackers used insider-leaked PII to craft a credible vishing/phishing sequence from the inside. \n\nKraken has failed to respond adequately. Only receiving boilerplate responses denying any responsibility for the following sequence : To Kraken Legal, Compliance, and Executive Security Leadership, I am writing to formally escalate Ticket # XXXX beyond the tier-one support team that issued your XXXX XXXX XXXX response and to place Kraken on explicit pre-litigation notice. The boilerplate reply I received directing me to file a police report and citing the irreversibility of cryptocurrency transactions reflects a fundamental failure to review the specific facts of this case. Those facts distinguish this incident categorically from a standard third-party phishing scam and implicate Kraken 's own authenticated infrastructure in the loss of {$29000.00} in XXXX. I require a response from Kraken 's Legal, Compliance, or Executive Security leadership within five ( 5 ) business days. \n\nSince my initial review of this incident, I have conducted additional forensic examination of the email evidence using XXXXXXXX XXXX native web interface, and I have identified a critical authentication anomaly that I believe Kraken 's own security team will recognize as significant. That finding is detailed in Section IV below and materially strengthens the case that Kraken 's own sending infrastructure or that of an authorized third-party vendor was the instrument of this fraud. \n\nI. THE FACTS THAT MAKE THIS CASE UNIQUE On the evening of Sunday, XXXX XXXX XXXX, I received a coordinated series of communications that I will detail below. Every Kraken-branded communication in this sequence originated from XXXX domain, aligning with Kraken 's own official support page ( XXXX, Is this email from Kraken? ) as legitimate, secure senders XXXX, the first on the Secure Email list. I have verified this not merely by visual inspection of display names, but by examining the full email headers of every message received. The XXXX, XXXX, and XXXX authentication records on each email passed verification. These were not display-name spoofs. These were not lookalike domains. These emails were cryptographically authenticated as originating from infrastructure that Kraken 's own DNS records authorize. \n\nThe sequence of authenticated communications was as follows : At XXXXXXXX XXXX, I received an email XXXX the subject line \" Secure Portal, '' containing a professionally designed Kraken-branded template identifying employee XXXX XXXX XXXX Case ID XXXX, and instructing me that I was \" on a secure line with a Kraken representative '' and that my assets were \" at-risk. '' At XXXXXXXX XXXX and XXXX XXXX additional \" Employee Verification '' emails arrived XXXX, identifying employees XXXX XXXX ( Case ID XXXX ) and XXXX XXXX ( Case ID XXXX ), each bearing Kraken 's official logo XXXX the address \" XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX '' and links to Kraken 's Legal Disclosures and Privacy Notice. \n\nAt XXXXXXXX XXXX an email arrived XXXX a domain listed explicitly on Kraken 's official support page as a secure, verified sender with the subject \" Action Required : Confirm Your Secret Recovery Phrase. '' This email was formatted in Kraken 's branded template, carried the Kraken Security Team signature, and presented a 12-word Secret Recovery Phrase. I was instructed to use this phrase to set up a Kraken Wallet for account security escalation purposes. Critically, Kraken 's own footer on this email stated : \" Kraken will never ask for your password or XXXX codes via email '' language designed to convey authenticity while the email itself was directing me toward a wallet setup that would prove to be the instrument of the theft. \n\nAt XXXX XXXX I received an automated confirmation XXXX the same authenticated sender with the subject \" You added a withdrawal address to Kraken, '' confirming that the \" [ Customer ] Kraken Wallet '' had been added as a withdrawal destination from my Kraken Exchange account. The email displayed my Connecticut IP address ( XXXX ) and location, consistent with my own device activity. \n\nAt XXXX XXXX, a second authenticated email XXXX \" XXXX withdrawal initiated, '' again displaying my Connecticut IP address and confirming that funds had been sent to \" [ Customer ] Kraken Wallet. '' II. THE TRANSFER OCCURRED BETWEEN TWO LEGITIMATE KRAKEN PRODUCTS This is not a case in which I sent funds to an unknown third-party address or an external wallet of unclear provenance. I transferred XXXX from my Kraken Exchange account to a Kraken Wallet the self-custody wallet application bearing Kraken 's branding, distributed through official app stores, and built and maintained by Kraken. The Kraken Wallet application itself displays a confirmed incoming transaction record showing the receipt of {$29000.00} in XXXX from my Kraken Exchange account. The balance subsequently went to zero, indicating that the funds were swept by whoever held the seed phrase for that wallet a seed phrase that was delivered to me via an XXXX address. \n\nThe entire fraudulent pathway from the initial contact, to the employee verification, to the recovery phrase delivery, to the withdrawal address addition, to the transfer confirmation ran through Kraken 's own listed authenticated email domains and Kraken 's own wallet product. There is a documented, on-chain transaction record showing XXXX moving from one Kraken product to another. This is not a case where a bad actor impersonated Kraken from the outside. This is a case where Kraken 's own authenticated sending infrastructure was the instrument of fraud. \n\nIII. THE XXXX INFRASTRUCTURE ATTACK THAT PRECEDED THE KRAKEN CONTACT The attack began with a coordinated compromise of my XXXX account. At XXXX XXXX on XX/XX/XXXX, I received authentic XXXX security alerts XXXX XXXX notifying me that a recovery email had been set up for a linked XXXX account XXXX XXXX ) using my address as the recovery destination. My XXXX Activity logs confirm that two unfamiliar devices accessed my XXXX account on XX/XX/XXXX at XXXX XXXX and XXXX XXXX prior to the Kraken contact sequence. My XXXX was subsequently locked by XXXXXXXX XXXX  security systems due to suspicious activity. This XXXX compromise was not incidental. It was the entry point that provided the attackers with the intelligence my Kraken account existence, my email address, my identity necessary to execute the second stage of the attack with the credibility and precision that followed. \n\nIV. CRITICAL FORENSIC FINDING : XXXX VERIFICATION FAILURE ON THE FRAUDULENT EMAILS Upon examination of these emails using XXXX 's native web interface the email environment that Kraken 's own support documentation references when instructing customers to verify the legitimacy of Kraken communications I have identified a critical authentication anomaly that materially distinguishes the fraudulent emails from Kraken 's legitimate transactional emails. \n\nKraken 's own published guidance instructs customers to identify legitimate Kraken emails by looking for the XXXXverified blue checkmark beside the sender name in XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX is the highest tier of email sender verification available, requiring XXXX enforcement at quarantine or reject policy plus a Verified XXXX XXXX that Kraken has registered with email providers including XXXX. XXXX can not be spoofed or replicated by a third-party attacker ; the checkmark only appears when an email is sent through Kraken 's specifically registered, BIMI-authorized sending infrastructure.\n\nMy examination of the emails received during this incident reveals the following pattern, which I believe Kraken 's security team will recognize as forensically significant : The legitimate transactional emails XXXX specifically the \" Withdrawal address added '' notification at XXXX XXXX  and the \" XXXX withdrawal initiated '' notification at XXXXXXXX XXXX  display the XXXXverified Kraken checkmark XXXX XXXX. These emails were generated by my own ( compromised ) Kraken Exchange account taking real actions, and they were sent through Kraken 's XXXXverified sending infrastructure. Their authenticity is consistent with Kraken 's published guidance. \n\nThe fraudulent emails XXXX including the \" Secure Portal '' email at XXXX XXXX and the \" Employee Verification '' emails at XXXX XXXX XXXX XXXX and XXXX XXXX do not display the XXXX checkmark in XXXX. They passed XXXX, XXXX, and XXXX authentication, but they did not pass XXXX XXXX. \n\nThe fraudulent recovery phrase email XXXX XXXX XXXX the email that delivered the 12-word Secret Recovery Phrase used to compromise the destination wallet does not display the BIMI-verified checkmark XXXX despite originating from the exactly same domain as the legitimate transactional emails that do. \n\nThis discrepancy is not consistent with ordinary external phishing. An external attacker spoofing Kraken 's domain would either fail XXXX outright, or if exceptionally sophisticated pass them all uniformly. They would not produce emails that selectively pass XXXX but fail XXXX within the same domain. That selective failure pattern is consistent with one of two scenarios, both of which implicate Kraken 's own infrastructure or its authorized vendor relationships : First, that the fraudulent emails were sent through a third-party email service provider that Kraken has authorized in its XXXX records for XXXX purposes, but whose sending infrastructure is not covered by Kraken 's XXXX Verified Mark Certificate registration. If that vendor 's systems were compromised, the attacker would be able to send emails passing XXXX under Kraken 's domains but unable to trigger XXXX verification exactly the pattern observed. \n\nSecond, that the fraudulent emails were sent through Kraken-internal tooling that is authorized to send under Kraken 's domains but is not routed through Kraken 's XXXXcovered production sending infrastructure for example, an internal support tool, a helpdesk integration, or an administrative sending channel accessible to insider personnel. \n\nI note for the record that Kraken publicly disclosed in XXXX XXXX two separate insider incidents in which support employees were recruited by criminal networks to access customer data. The timing and methodology of those disclosures are directly relevant and to the second scenario described above. \n\nI am not, at this time, asserting which of these two scenarios produced the fraudulent emails. I am asserting that the XXXX verification failure conclusively rules out the explanation of \" ordinary third-party phishing '' and forensically narrows the source of these emails to infrastructure that Kraken either controls or has authorized. Kraken is the only party in possession of the records necessary to determine which. \n\nV. THE MATERIAL IMPLICATIONS OF KRAKEN 'S OWN PUBLISHED GUIDANCE Kraken 's support documentation specifically directs customers to use the XXXX checkmark as the verification standard for legitimate Kraken emails. I followed this guidance only after the loss occurred, and the XXXX failure pattern was decisive in confirming that I had been defrauded through compromised authorized infrastructure rather than ordinary phishing. However, Kraken 's published guidance does not adequately disclose to customers that emails can pass XXXX, XXXX, and XXXX and therefore appear authenticated in most email clients including the Spark client I was using at the time of the incident while still failing XXXX XXXX. The fraudulent emails I received were rendered as authenticated and trustworthy in my email client. The XXXX checkmark is only visible in specific email environments, and its absence is not flagged as a warning to the user. \n\nThis legal implication is significant. Kraken instructed customers to rely on a verification standard ( BIMI ) without adequately warning that emails sent from Kraken 's own listed sender domains could appear fully authenticated to users while still failing that standard. That gap in disclosure, combined with the fact that the fraudulent emails originated from infrastructure Kraken authorized, is the foundation of a material consumer-protection claim under the Connecticut Unfair Trade Practices Act.\n\nVI. LEGAL NOTICE I have filed a complaint with the FBI Internet Crime Complaint Center ( IC3 Submission ID : XXXX, filed XXXX XXXX XXXX ). I have reported this incident to local Connecticut law enforcement. I am actively seeking legal counsel and am evaluating claims under the Connecticut Unfair Trade Practices Act ( CUTPA ), Conn. Gen. Stat . 42-110a et seq., including potential per se violations tied to Connecticut 's data breach statute, 36a-701b ( j ). I am also evaluating claims for negligence, breach of contract, negligence per se based on Kraken 's obligations under its money transmitter license obligations and applicable cybersecurity standards, and breach of express and implied warranties of security tied to Kraken 's published guidance regarding email authentication. I will be filing complaints with the Connecticut Department of Banking, the Connecticut Attorney General 's Consumer Protection Unit, and FinCEN. \n\nI am not prepared to accept Kraken 's characterization of this incident as a standard third-party phishing loss. The authenticated email trail, the on-chain transaction record between two Kraken products XXXX the XXXX verification failure isolating the fraudulent emails to Kraken-authorized but XXXX-unverified infrastructure, and the circumstances of Kraken 's own recent insider security disclosures collectively raise serious questions about the integrity of Kraken 's sending infrastructure that deserve a thorough, good-faith internal investigation not a boilerplate response. \n\nI am requesting the following from Kraken within five ( 5 ) business days : First, written acknowledgment that this escalation has been received by Krakens Legal, Compliance, and/or Executive Security team not tier-one support. \n\nSecond, identification of the specific sending infrastructure, including any third-party email service provider, used to transmit XXXX I received on XXXX XXXX XXXX If those emails were transmitted through Kraken 's own production mail servers, please confirm. If they were transmitted through a third-party vendor, please identify the vendor and confirm whether that vendor 's XXXX Verified Mark Certificate registration is current. \n\nThird, identification of the specific sending infrastructure used to transmit XXXX '' Confirm Your Secret Recovery Phrase '' email I received at XXXX XXXX  on XXXX XXXX XXXX, and an explanation of why this email failed XXXX XXXX while the legitimate XXXX received later that evening passed XXXX XXXX. \n\nFourth, confirmation of whether any anomalous activity, unauthorized access, or vendor compromise was detected in any of Kraken 's authorized sending infrastructure internal or third-party on or around XXXX XXXX XXXX \n\nFifth, confirmation of whether any internal investigation has been opened in connection with this ticket, and whether the facts described in this letter have been escalated to Kraken 's security incident response team. \n\nSixth, Kraken 's position on remediation or restitution, given the totality of the facts described above. \n\nI wish to resolve this matter directly with Kraken before further legal proceedings are initiated. I am not approaching this with hostility I am approaching this as a customer who intentionally selected Kraken as my XXXX XXXX of choice due to its reputation as the most secure US-Based Exchange, yet find myself defrauded through what the forensic evidence indicates was a failure of Krakens own authenticated sending infrastructure or its authorized vendor relationships. \n\nI have preserved all relevant evidence, including full email headers, screenshots from XXXX 's native interface, the IC3 complaint confirmation, Kraken Wallet transaction records, and XXXX account activity logs documenting the unauthorized device access that preceded the Kraken contact sequence. I am prepared to share this evidence with Kraken 's Legal, Compliance, or Executive Security team upon receipt of confirmation that this matter has been appropriately escalated. \n\n- Sincerely, [ Customer Name and Address Removed as per the CFBP submission guidelines ]","date_sent_to_company":"2026-05-19T18:43:19.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"06095","tags":null,"has_narrative":true,"complaint_id":"22355283","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Payward Ventures Inc. dba Kraken","date_received":"2026-05-19T18:08:47.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["That selective failure pattern is consistent with one of two scenarios, both of <em>which</em> implicate Kraken 's own infrastructure or its authorized vendor relationships : First, that the fraudulent emails were sent through a third-party email service provider that Kraken has authorized in its XXXX records for XXXX purposes, but whose sending infrastructure is not <em>covered</em> by Kraken 's XXXX Verified Mark Certificate registration."]},"sort":[7.1959715,"22355283"]},{"_index":"complaint-public-v1","_id":"12152082","_score":6.9972534,"_source":{"product":"Mortgage","complaint_what_happened":"My current mortgage servicer. Mr. Cooper, is not effectively communicating. When I first purchased my home in XXXX, my mortgage payment was {$2000.00}. Payments were autopaid monthly with no problem for a year. An escrow analysis was completed in the fall of XXXX and my mortgage payment increased by over {$600.00}. I was notified of this increase in XX/XX/XXXX, XXXX weeks before my XXXX autopayment was due. I quickly disenrolled from the autopay and contacted XXXX XXXXXXXX XXXX, a subsidiary of Mr. Cooper. They explained the escrow analysis and increase in taxes. My mortgage payment for the last year has been {$2500.00}. I adjusted my finances and made bi-weekly payments and was just about to break even again ( I pay my mortgage in installments : half on each payday ) : I had paid XXXX in one lump sum on XX/XX/XXXX and on XX/XX/XXXX, was going to pay XX/XX/XXXX in full, which would have FINALLY brought me current. When I logged into the Lakeview/Mr. Cooper website, I see a total due of {$3000.00} and some odd cents. I saw no explanation about this amount and had received no communication from Lakeview/Mr. Cooper about any changes. Upon contacting them, I was told the increase was due to the annual escrow analysis, which I do understand. My concern was that I again, received NO warning prior to the change/increase. \n\nI called in to Mr. Cooper and spoke with XXXX who explained that they had communicated with me ; I asked the method of communication and was told that it was electronic, that an email had been sent. I immediately went to my email ( I maintain a file of all emails from XXXX and now, Mr. Cooper ) and searched for an email from Lakeview/Mr. Cooper and only saw emails acknowledging my payments but none communicating that I had a message in my inbox or that an escrow analysis had been done. On a hunch, I check my XXXX folder and find an email from Mr. Cooper stating that I had a message and to click here to read my message. When I clicked the link, it took me to my Mr. Cooper inbox and the most recent message I saw was one acknowledging my payment of {$2500.00} on XX/XX/XXXX. I mentioned this to XXXX who then asks what else I see. I quickly scan the messages and clarify that they are all either messages acknowledging my payments or payments held in suspension notices : when I paid half of the mortgage, they would hold that partial payment until I paid the balance and then, accept the total payment. There was no communication about the escrow analysis and a resulting increase in my mortgage payment. XXXX then asks me to click on the Escrow tabI do and see two messages ( I have images that document this ). I click on one sent on XX/XX/XXXX, the approximate date that XXXX stated that communication was sent and there was the notification, buried in a place that I would not know to look and more importantly, NOT THE PLACE THAT THE LINK IN THE EMAIL TOOK ME TO. The link in the email that I received took me to my account inbox where I saw the acknowledgements of payments and other updates ( see attachment ). The escrow message was hidden in a separate tab and that message notification was NOT sent to me. I complained to XXXX about the fact that I did not receive ANY notification, no email to my personal email address and no message in my account inbox ( see attachment ). I also complained about the fact that the link in the only email I received to my personal email about an important message took me to my inbox and not the escrow messagesI inquired as to how a customer would know to check other locations for messages that would normally be in their Mr. Cooper inbox or in their personal emails. XXXX APOLOGIZED AND FLAGGED THE ISSUE FOR CORRECTION but the damage has already been done : again, due to lack of timely/effective communication, I am once again behind the XXXX XXXXl, trying to catch up and recover and pay {$3000.00} a month. \n\nI understand that owning a home is a responsibility and I accept that responsibility fully, including making my mortgage payments and also maintaining my home. So, any extra monies that I have or receive, I put into the upkeep and maintenance of my home, plumbing, wiring, ventilation, etc., to increase equity and resale value. Timely communication would allow me to make the decision to take those funds and apply them to the escrow deficit. In the summer of XXXX, I XXXX XXXX XXXX and took those funds and updated plumbing and out of code wiring ( to prevent fire ), repairs the previous owner did not complete. Had I known before XX/XX/XXXX of the impending shortage in my escrow account, I could have used the XXXX XXXX XXXX XXXX XXXX to completely cover that shortage and the problem would have immediately been eliminated. And upon speaking with someone in XXXX, a subsidiary of Mr. Cooper at that time, the female representative actually told me that my escrow account went into deficit IN XXXX ( XXXX had notification in XXXX as the escrow deficit was noted in THEIR electronic database ). So, my question to her then was, if the company KNEW in XXXX, why wasnt I told in XX/XX/XXXX? She said because they dont do the ANALYSIS until XXXX. Customers could receive a courtesy email indicating that there may be a change in mortgage amounts to possible shortage in escrow accountsother companies that are much smaller send out email communications well in advance when their rates are about to change and continue to send reminders up until the change. COMMUNICATION/WITHHOLDING VIABLE INFORMATION, that is my concern. \n\nXX/XX/XXXX EDIT/ADDITION : I have also changed insurance companies as an increase in coverage costs was identified as one of the primary reasons for the increase in my mortgage payments. I switched to a much lower insurance ( over {$1000.00} less per year ) in hopes that that will assist in decreasing my mortgage payments. I deposited the premium of {$2600.00} as soon as I received it from my previous insurance company ( it is noted on my payment activity with Mr. Cooper ). I also intend to pay the remaining XXXX balance tomorrow, Friday, XX/XX/XXXX, which will leave me with XX/XX/XXXX to pay. I am hoping that the lower cost in insurance will assist in bringing down the XX/XX/XXXX payment as I will be calling in to Mr. Cooper as soon as tomorrow 's payment clears to ask for an escrow analysis/review ( this is what I was instructed to do by XXXX ' two weeks ago, XXXX XXXXXX/XX/XXXX ). \n\nI just received a message yesterday to my personal email from Mr. Cooper telling me that I had a message from them. I log on to the website, go to the inbox again and see NOTHING. I complete a ticket to have the issue resolved ( because apparently it was not resolved when I complained to XXXX previously ) and I receive an email this morning, XXXX XXXXXX/XX/XXXX, telling me that I have a new secure message from Mr. Cooper. Below is a partial view of what I saw in my personal email inbox : New secure email message from Mr. Cooper Click here by XXXX XXXX XXXX to read your message. \nAfter that, open the attachment. \nMore Info I clicked on the Click here link and was taken to a log in encryption page where I had to create a password ( separate from the one I have with Mr. Cooper ). It then takes me to an encrypted message inbox that tells me they have attached the following document ( s ) that I requested on XX/XX/XXXX ( I actually requested it yesterday, Wednesday, XX/XX/XXXX ). I THEN had to click ANOTHER link which took me to the Mr. Cooper log in page. I click on the re-direct notification and it FINALLY takes me to my account page. I click on my message/inbox and see the following message : Thank you for contacting us. We have sent a copy of the monthly statement to the email address we have on file for you, etc. I double back to my personal email and see that they have attached to the message at the bottom of the email. However, there was no notification/notice anywhere in my Mr. Cooper messages/inbox XXXX It is confusing and frustrating to continue to receive emails telling you that you have a message only to log in to the company message center and not have one. And the only reason I received this one today is BECAUSE I CREATED AN ERROR TICKET. In addition, the statement that I just received indicates an inflated amount, including the XX/XX/XXXX mortgage payment, which is not due yet, bringing my total due to over {$7000.00} -- whyyyy?? It is not due yet, why include it in my total due?? To add and cause additional stress?? I promise you, I am doing my best to stay on top of this and catch up but sincerely, their method of communication is sorely lacking : they are not ( communication is hidden or just not occurring ). This failure to communicate/communicate in a timely manner is what is causing me more stress and MORE financial difficulty. I am on XXXX XXXX XXXX XXXX which is the only reason I have time to attempt to track down information but normally, I am at work and need to be able to access information quickly, make the necessary payments, etc., and continue my work day. As you can see, this is problematic because one, communication is not prompt and two, because their phone tree is absolutely RIDICULOUS and requires 30-45 minutes of attempts to get through to a humanI can not do this at work ( every agent that I have spoken with has stated that they have had several complaints about the phone treeFIX IT THEN, you are customer-facing!! ). I have screenshots that show empty inboxes and screenshots of the emails that I have received to my personal email address as well as pictures of my Mr. Cooper inbox/message center ( which is emptyI can not delete from that inbox so the fact that it is empty indicates that there has been no communication ). I make agreements and arrangements each time I call ( EVERY TWO WEEKS to make a payment ) I just need and want timely communication so that I can continue to act in a timely manner to this urgent situation. \n\n**the attached documents show my personal email filing system for Mr. Cooper XXXX I open and track all communication so that I can stay abreast of information. They also show an example of the email ( s ) from Mr. Cooper that indicate I have a message and then, show the empty Mr. Cooper inbox/archived messages with no information regarding a deficit in my escrow account or resulting increase in my mortgage payments. I have also attached a photo of the messages in the escrow tab which SHOULD be IN my inbox but are not. I have also attached my current Mr. Cooper inbox which shows my error ticket request. FINALLY, the last attachment shows my dedication to getting my account current and demonstrates my payment activity** My asks : *Determine if there is a means of notifying customers about possible changes to their mortgage payments during tax assessment season ( XXXX or whenever ) they get notifications, send out blanket emails that matter instead of the ones that contain incorrect information. \n\n*Use customers ' Mr. Cooper inbox to communicate with customersthat is what it is for and that is where customers look for information regarding their account. \n\n*Streamline the phone treeit is discouraging customers from calling which is unfair and preventing timely communication from customers due to the wait. \n\nPlease and thank you!","date_sent_to_company":"2025-02-20T18:11:45.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"48076","tags":null,"has_narrative":true,"complaint_id":"12152082","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-02-20T17:10:33.000Z","state":"MI","company_public_response":"Company believes complaint represents an opportunity for improvement to better serve consumers","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["More Info I clicked on the Click here link and was taken to a log in encryption <em>page</em> where I had to create a password ( separate from the one I have with Mr. Cooper ). It then takes me to an encrypted message inbox that tells me they have attached the following document ( s ) that I requested on XX/XX/XXXX ( I actually requested it yesterday, Wednesday, XX/XX/XXXX ). I THEN had to click ANOTHER link <em>which</em> took me to the Mr. Cooper log in <em>page</em>."]},"sort":[6.9972534,"12152082"]},{"_index":"complaint-public-v1","_id":"9140686","_score":6.5146003,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To, CFPB Ombudsman : Unresolved dispute with Bank of America transfer to a FRAUD SCAM Brokers : XXXX XXXX XXXX name : AnthonyTricoci Amount : {$140000.00} Reference : XXXX XXXX ( The company ) Dear Sir/Madam, I want to draw your attention to a significant issue I've encountered involving Bank of America . I've fallen victim to a sophisticated scam orchestrated by the company operating under the name '' XXXX XXXX '' referred to as \" The Company. '' Funds totaling {$140000.00} weretransferred from myBankofAmericaaccountdirectlytothefraudster. \nAs I stated I fell victim to an Online trading company, misrepresenting themselves as legitimate brokerages o ering me to make great returns onso-calledOnlinetradingwith little to no risk. \nIn XX/XX/year>, I received a connection request from XXXX XXXX, a professional in finance and XXXX XXXX XXXX ( CRO ). Being intrigued by her extensive background in finance, I connected with her. Our initial interaction took place on the XXXX platform, but XXXX suggested moving our conversation to XXXX for enhanced privacy and encryption. Despite my background being in engineering and management, XXXX expressed interest in my lengthy career and experience with U.S. financial issues during my early years. \nOur regular conversations delved into personal topics, such as hobbies and lifestyles. XXXX revealed her interest in trading XXXX XXXX, a skill taught by her uncle, a prominent figure at XXXX in New York. As our discussions progressed, we shared details about our private lives, including XXXX 's marital status ( divorced with no children ), age ( XXXX ), and residence in the XXXX XXXX area. I, too, disclosed being married, retired, XXXX XXXX XXXX, with hobbies in working on old cars and traveling. \nMy interest in XXXX 's successful XXXX XXXX trading prompted her to introduce me to the XXXX XXXX app. After demonstrating how to use the app in demo mode, XXXX encouraged me to invest real money. I started with a {$5000.00} transfer, and under her guidance, we experienced some initial success. As XXXX insisted on increasing capital, I transferred an additional {$40000.00} from my savings, and with a total of {$45000.00}, our trading flourished. XXXX proposed leveraging more funds and inquiring about my financial resources, including pensions, Social Security, and trust money. \nAs XXXX persistently pressed for additional funds, she became more affectionate, using terms like \" honey, '' \" dear, '' and \" darling. '' Despite my reluctance to involve trust money, XXXX expressed interest in a non-escalating annuity. She assured me that if any losses occurred, she would cover them. She showcased her trading profits, and I eventually cashed in the annuity, transferring the funds to my XXXX Account. Our profits reached {$150000.00}, and XXXX, seemingly enamored, proposed an all-expenses-paid trip to XXXX and urged me to access the trust funds. \nHowever, my apprehensions grew, especially as XXXX discouraged withdrawals, citing the need to gradually withdraw for tax payments. When I proposed a withdrawal to purchase an XXXX phone and remodel a bathroom, XXXX insisted on a {$3000.00} payment to maintain high capital levels. As I navigated the account freeze issue, it became evident that it was a scam. The {$160000.00} they claimed I owed was the initial capital I had invested, and by paying it, they promised to double it and return the amount, effectively paying off the loan. \nI thought Iwasgoingonalegitimateinvestmenttrack, andIwouldliketomentionthattheir methods were illegal, manipulative, against regulation, and very questionable. I have tried on several occasions to resolve matters directly with Bank of America However, they are ignoring me and trying to brush me o. I requested to file adisputeregardingthemerchant and asked that Bank of America assist me inrecoveringthefundsbacktomyaccountforthe following reasons : XXXX XXXX XXXX Questionable Merchant Activity Furthermore, I do consider that the actions committed by Bank of America 's XXXX XXXX to the USlegislation. \nI have not managed to retrieve any of my funds, and I see no prospect of recovering them from \" XXXX XXXX ''. I urge Bank of America to acknowledge its share of responsibility in neglecting to adequately caution customers engaging with a disreputable entity. Those of us not well-versed in financial matters lack the tools to protect ourselves against a sophisticated and practiced deceiver. \nIt is a shattering blow to have what e ectivelywasmylasthopeofprovidingformypension in evenasmallway. \nTheBanks negligence : As previously highlighted, I have never received any notification from Bank of America 's sta, despite the transactions made to \" XXXX XXXX '' being deemed \" unusually large and complex, '' as well as contradictory to mypasttransaction history. It's important to note that these transactions occurred in rapid succession, leaving no room for oversight from Bank of America. Therefore, I consider this oversight to indicate negligence on the part of Bank of America. \nI have accepted Bank of America Terms and Conditions- with thepagescoveringAML/CTF policies they seemed to be credible enough. It turned out that Bank of America, which, de jure, has pages covered with XXXX, has, defacto, totally disregarded the US attempts to prevent/stop and combat money laundering, terrorism sponsorship, and other illegal, immoral, and unethical activities. \nI have emphasized that while XXXX XXXX might be involved in illegal activity ( money laundering, terrorism sponsorship, etc. ), Bank of America 's reputation could face significant damage due to their decision not only to transfer funds to XXXX XXXX but also to refuse to reverse the transactions. \nTherefore, I consider that by transferring my hard-earned funds, Bank of America allowed this fraud ( directly or indirectly ) to occur. I would like to emphasize that I am an ordinary citizen, I was never told about financial regulators and authorities, nor do I have any experience in the financial field- it is only the painful and devastating experience I faced that made me fully examine the key principles of AML/CTF and KYC policies the banks should fully implement. \nNevertheless, I would like to emphasize that financial institutions must update their database to ensure their clients` security. Unfortunately, ordinary people do not possess enough knowledge and technological facilities and, as a consequence, they could be deceived- and, in fact, they are! However, theydorelyontheirbanks, andifsuchsophisticated fraud occurs, it means that : -wearedealingwithsophisticated scammersand-Thebankdidnotdoitsjobproperly. \nOrdinary citizens, who do not possess cyber-security tools, could be deceived- however, it is impossible to deceive the security infrastructures and systems. \nI would like to kindly draw the attention of the CFPB Ombudsman to the fact that I have never received any warnings from the banks ' sides- even though the transactions I was making should have raised red flags for Bank of America and Bank of America as I have never transferred money to XXXX before. I have never received any adequate warning/alert from the banks sides- and I do consider that it definitely indicates gross negligence from BankofAmerica'sside.\n\nFurthermore, please note that I contacted Bank of America right after I realized that I was sophisticatedly deceived- however, I have received neither assistance nor have my funds been recalled/retrieved. Therefore, I do consider that Bank of America has never acted in the client 's best interest and now are trying to simply get rid of me. \nI was never told by Bank of America'semployeesthatsendingmoneytoXXXX risky. Since my trusted financial institution didn't warn me or explain the risks involved, I was under the impression that I was proceeding on a legitimate path. Had my bank alerted me, Iwouldhaveimmediatelyceasedtransferring funds to thescammers. \nOnce again, I would like to emphasize that I am an ordinary citizen- however, I have revealed that the USA is seriously combating moneylaundering issues. \nI doubt how professional and reliable Bank of Americas services are if their employees can not provide their clients with the relevant information concerning the risk of making certain transactions. \nI do consider that Bank of America has committed gross negligence while transferring money to XXXX XXXX as it has not only disregarded the vulnerable circumstances I face but has not fully implemented XXXX and XXXX regulations ( such as ongoing monitoring of clients` transactions in order to determine unusually large or complex ones as well as those which run counter to clients` profiles, committing XXXX searches, sanctions XXXX, etc. ), which made mefall into such asophisticated scam. \nDespite regularly transferring substantial sums of money, I have never received any alerts or warnings from bank employees. This leads me to believe that Bank of America has failed to monitor my transactions or implement enhanced customer due diligence.Hadtheydoneso, they wouldhaverealized that these transactions do not align with my client profile. \nCASESUMMARY : 1. Bank of America has not stopped/blocked the transactions made to the fraudulent company. As those transactions have been authorized and executed by Bank of America this meansBankofAmericaisdirectly involved in fraud.\n\n2. The destination of my hard-earned funds was never checked by Bank of Americas employees , which indicates an absolute disregard for their own Terms and Conditions, as well as for the US anti-moneylaunderinglegislation .\n\n3. Bank of America has not implemented enhanced customer due diligence, showing little concern regarding the potential money laundering, terrorism sponsorship, and other illegal activities ; 4. Bank of America has disregarded its responsibilities regarding the clients` funds security and clients treatment. My financial condition has been strongly a ected and I carried enormous losses due to the fraud- none of these vulnerable circumstances was taken into consideration by the Bank`s employees. \n5. TheBankhasnotfullyimplementeditsownTermsandConditions.\n\nDESIREDOUTCOME : BankofAmericahastoconfirmthatIhavefallenvictimtofraud. \nBank of America has to promptly initiate a full recall of these payments totaling {$140000.00}. This action includes conducting a thorough investigation into my case and identifying any companies or banks potentially involved in the fraudulent activity.\n\nBank of America has to act in the best interest of their clients ( as stated above ) and if the funds can not be recalled, I expect Bank of America to compose a reimbursement for the reasons mentionedpreviously. \nBank of Americahastoupdateitsdatabasetopreventthesamefraudulentandaggravating cases such as minefromrecurring. \nBank of America has to provide me with additional financial compensation for my mental andphysical health was jeopardized by the Banks employees. \nI amlookingforwardtoreceiving aresponsefromyou.Thankyouforyourassistance. \nRespectfully, AnthonyTricoci Attachments : XX/XX/XXXX XXXX To, Bank of America- Appeal letter XXXX name : XXXX XXXX XXXX XXXX XXXX XXXX Dear XXXX XXXX XXXX XXXX XXXX I am a loyal, long-term Client of Bank of XXXX. \nThis letter is to inform Bank of America about fraudulent activity that has been committed on my Bank of America account since XXXX XXXXXX/XX/year>, and then I have revealed that I was sophisticatedly scammed and the Merchants I was dealing with- the Company called XXXX XXXXhadnoregulations and offer fake services on their website. \nPlease note that the total amount of XXXX USD was transferred from my bank account to XXXX XXXX. \nI have been a member of XXXX for two decades, utilizing this business and employment-focused social media platform both through its website and mobile applications. \nIn XX/XX/year>, I received a connection request from XXXX XXXX, a professional in finance and XXXX XXXX XXXXXXXX ( CRO ). XXXX intrigued by her extensive background in finance, I connected with her. Our initial interaction took place on the XXXX platform, but XXXX suggested moving our conversation to XXXX for enhanced privacy and encryption. Despite my background being in engineering and management, XXXX expressed interest in my lengthy career and experience with U.S. financial issues during my early years. \nOur regular conversations delved into personal topics, such as hobbies and lifestyles. XXXX revealed her interest in trading XXXX XXXX, a skill taught by her uncle, a prominent figure at XXXX in New York. As our discussions progressed, we shared details about our private lives, including XXXX 's marital status ( divorced with no children ), age ( XXXX ), and residence in the XXXX XXXX area. I, too, disclosed being married, retired, XXXX XXXX XXXX, with hobbies in working on old cars and traveling. \nMy interest in XXXX 's successful XXXX XXXX trading prompted her to introduce me to the XXXX XXXX app. Afterdemonstrating how to use the app in demo mode, XXXX encouraged me to invest real money. I started with a {$5000.00} transfer, and under her guidance, we experienced some initial success. As XXXX insisted on increasing capital, I transferred an additional {$40000.00} from my savings, and with a total of {$45000.00}, our trading flourished. XXXX proposed leveraging more funds and inquiring about my financial resources, including pensions, Social Security, and trust money. \nAs XXXX persistently pressed for additional funds, she became more affectionate, using terms like \" honey, '' \" dear, '' and \" darling. '' Despite my reluctance to involve trust money, XXXX expressed interest in a non-escalating annuity. She assured me that if any losses occurred, she would cover them. She showcased her trading profits, and I eventually cashed in the annuity, transferring the funds to my XXXX Account. Our profits reached {$150000.00}, and XXXX, seemingly enamored, proposed an all-expenses-paid trip to XXXX and urged me XXXX access the trust funds. \nHowever, my apprehensions grew, especially as XXXX discouraged withdrawals, citing the need to gradually withdraw for tax payments. When I proposed a withdrawal to purchase an XXXX phone and remodel a bathroom, XXXX insisted on a {$3000.00} payment to maintain high capital levels. As I navigated the account freeze issue, it became evident that it was a scam. The {$160000.00} they claimed I owed was the initial capital I had invested, and by paying it, they promised to double it and return the amount, effectively paying off the loan. \nI was convinced that the company was legitimate and had billions of assets. It did look professional and genuine and I could not have even imagined that the company was fraudulent and counterfeit. Nevertheless, the Company turned out to be professional in pushing its Clients to invest more and more funds- I was urged to invest money so my trading account could grow and I would receive higher returns. \nI was instructed to start with a small investment- however, right after depositing funds, I observed my trading account growing ; things looked very good- and my trust was caught by these manipulative tricks. Please note that I have never had any experience in the financial field, and, therefore, my lack of experience and trust were sophisticatedly misused by the fraudsters. \nI was pushed to owe money, and the whole process of trading was done under pretenses and permanent high-pressure sales techniques. The Company has committed a deliberate misrepresentation, pretending to be legitimate and licensed brokerages- neither their product nor real service has ever existed. I was misguided and misinformed early, falling victim to a sophisticated financial fraud. \nTHEBANK`SRESPONSIBILITY : Please note that you have never provided me with a plain and understandable explanation of the risks related to such types of transactions. \nI have come through severe phone harassment and unethical sales techniques, and, as a result, fell victim to financial abuse. I firmly believe that Bank of America could have prevented this fraud from occurring if you had promptly identified the red flags of financial fraud and/or financial abuse. \nAn enormous amount of money was transferred from my bank account to XXXX XXXX, which should have alerted your concerns. I request you to note that the whole process of trading was done under the Company 's guidelines and false pretenses-taking into account, that those transactions had no business/logical purposes, you should have examined their nature to ensure that being a loyal Client of yours, I am not misguided/deceived by the fraudulent Merchants. \nI request you to take into consideration that in the case of XXXX XXXX : Theproduct that was described to me did not match reality, meaning the product was misdescribed and I was misinformed. \nBased onthe above, I couldnt make a conscious decision as I was misinformed from the start as to the nature of the fraudulent company, meaning I couldnt have known that these transactions were risky.- However, the Bank, XXXX HAVE KNOWN. \nI have never dealt with trading/investment companies before- therefore, those transactions should have raised so-called red flags, as they run counter to my previous client`s history Besides, I need to state that I was never told that the trading process is risky itself while the transfers made to XXXX XXXX should raise red flags for the financial institutions- because the transaction does not correspond to my previous client`s history, and, inter alia, taking into account how questionable the reputation of XXXX XXXX. \nSummarising the above-mentioned, I would like to point out that : * I was deliberately misinformed, and the Company committed fraud and/or willful misrepresentation. XXXX XXXX created a false, misleading impression that the Company 's services were genuine, legitimate, and in full accordance with XXXX legislation. \n* The Company turned out to be a fraudulent, unlicensed entity and was aggressively pushing me to invest my life savings. As I revealed later, the numbers they were showing in my trading account were just smoke and mirrors and never really existed. \nAll the above-mentioned facts and arguments indicate that XXXX XXXX XXXX XXXX in a sophisticated fraud. The Merchants have Misrepresented themselves and their services ( pretending to be reliable and trustworthy ). \nThus, I firmly believe that the Bank should have taken proactive actions to ensure that I would not fall victim to a financial scam and/or financial abuse. During the process of these transactions, I was asked about the purpose of transferring the money. However, I am confused as to why these transactions were not flagged or prevented, considering the potential risks involved. As a customer, I rely on the expertise and vigilance of the bank 's employees to ensure the security and integrity of my account. \nI would appreciate it if you could provide me with some clarification on this matter. Were your employees aware of the risks associated with these transactions? If so, why were they not prevented? I believe it is crucial to understand the reasons behind this to maintain trust and confidence in the bank 's services. \nIn other words, Bank of America had failed to notify me and had failed to do its due diligence regarding monitoring suspicious transactions- as it could be seen from my bank statements, my funds went to the Merchant which appear irregular in comparison to mydaily transaction history. \nOrdinary citizens, who do not possess cyber-security tools, could be deceived ; however, it is impossible to deceive the security infrastructures and systems- the ongoing monitoring of transactions, ( enhanced ) customer due diligence, and the assessment of geographical risk could never be misled. \nAs an ordinary citizen, who did not possess any previous trading experience, I could not even imagine how sophisticated financial scams could be. I was NOT asked whether I was pushed or instructed by the third party, nor I was inquired whether I was promised any unrealistic returns for such an investment. Most importantly, I have not explained the risks related to such transactions, nor I was told that the number of investment scams increased drastically and there were thousands of other US citizens being maliciously targeted by fraudsters.\n\nI have transferred thousands of Dollars- however, you never intended to fully understand the nature of the transaction. \nLet me assure you that the prudent Bank employee would have been able to identify unusual patterns in my transactions meaning that in case XXXX had been fulfilled by the Bank, the red flags would have been immediately raised. \nNevertheless, my genuine willingness is to resolve this dispute and continue our cooperation, as I have always been satisfied with your services. \nI expect Bank of Americatoinvestigate mycase, contact all the recipient financial institutions with the request to recall/reverse the transactions for the total amountof {$140000.00}, and/or reimburse meaccordingly","date_sent_to_company":"2024-05-30T20:01:41.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"85044","tags":"Older American","has_narrative":true,"complaint_id":"9140686","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-05-30T19:46:01.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["It turned out that Bank of America, <em>which</em>, de jure, has <em>pages</em> <em>covered</em> with XXXX, has, defacto, totally disregarded the US attempts to prevent/stop and combat money laundering, terrorism sponsorship, and other illegal, immoral, and unethical activities."]},"sort":[6.5146003,"9140686"]},{"_index":"complaint-public-v1","_id":"14439299","_score":5.7420444,"_source":{"product":"Mortgage","complaint_what_happened":"b'This complaint of Pennymac pertains to unethical and illegal practices during making payments, closing a loan, and attempting to contact Pennymac to resolve issues. I filed 2 separate complaints on XXXX XXXX XXXX XXXX XXXX to which Pennymac provided blatantly false information and lied about certain occurrences.\\nPennymac has never returned my calls and claims they made one singular attempt to contact me by phone on XXXX XXXX XXXX. This is false, as there are no missed calls on this date from any Pennymac number. This follows the pattern of Pennymac blatantly lying about contacting customers who reach out, repeatedly, for help and are unable to contact anyone. It is imperative that the CFPB look into such practices as these obstacles are purposeful attempts at not resolving customer issues.\\nSecond, and this is where most of the problems stemmed from, I was offered a forbearance plan of 6 months, in effect for XXXX  through XXXX XXXX because it is for 6 months. Again - THROUGH XXXX XXXX, of this year - WHICH IS SIX MONTHS. When this was discussed via phone, I requested this in writing immediately, and nothing in writing was ever received. Again - NO WRITTEN COMMUNICATIONS WERE SENT ON BEHALF OF PENNYMAC REGARDING THIS FORBEARANCE, DESPITE MULTIPLE REQUESTS FROM ME, THE CONSUMER. On XXXX XXXX XXXX, Pennymac uploaded a document to the online portal, backdating it several months, notifying of a forbearance plan, WITHOUT ANY OF THE DETAILS DISCUSSED DURING THAT INITIAL PHONE CALL. This is a blatant example of Pennymac trying to cover up their errors during this process.\\n\\nParagraph 3 of the previous response states that I, the customer, reached out to Pennymac on XXXX XXXX to discuss the forbearance plan, which is NOT AT ALL TRUE. I was attempting to access my XXXX XXXX information through the online portal - a completely different topic. It was only then that I had seen the amount due for the FOLLOWING DAY - XXXX XXXX I REPEAT XXXX COMMUNICATION FROM PENNYMAC FROM XXXX  THROUGH THAT DAY. \\n\\nAs a reminder, the reason I called in XXXX  to ask about options is because I have an ongoing XXXX XXXX XXXX and I was about to go into the XXXX XXXX XXXX XXXX XXXX XXXX where I would not be available to work or do daily activities such as log into computers. Yet in that time, there was NO COMMUNICATION: No written summaries of what was discussed in phone calls per requests, no statements, no written correspondence whatsoever, no mail, no ABSOLUTELY NOTHING.\\n\\nPennymac simply decided to SHORTEN THE LENGTH OF THE FORBEARANCE, WHICH THEY NEVER FORMALIZED IN WRITING ANYWAY, AND END IT WITHOUT ANY ATTEMPT OF NOTICE TO THE CONSUMER. They are even admitting in their letter that the forbearance was shortened to only four months with XXXX warning and XXXX communication, which supports the notion that they purposely withhold written communications from their customers.\\n\\nThe end of paragraph 3 states \"...as you were no longer in an active forbearance plan...\" which is completely false on Pennymac\\'s part. The plan was supposed to go through XXXX XXXX. This is what was discussed on the phone as my last XXXX  was supposed to be XXXX XXXX \\n\\nPennymac admits in that paragraph that the loan was reported as late in XXXX XXXX XXXX  credit transmissions, which is inaccurate, as the forbearance plan was supposed to have covered that time. As an aside note - I STRONGLY URGE THE CFPB TO LOOK INTO THESE PRACTICES, AS IT IS EXTREMELY PREDATORY AND IN MANY CASES ILLEGAL TO REMOVE ACCOUNTS FROM PRE-IDENTIFIED PLANS WITHOUT ANY KIND OF NOTICE WHATSOEVER.\\n\\nThe last paragraph on page 1 also states that an XXXX (does not state what this means) was mailed, which again is not true - we had not received any written correspondence at this time and therefore have no idea what an \"XXXX\" is, since we were told this plan went through XXXX. Any payments we made during that time we were NOT planning ot make since a) I was not working due to this medical issue and b) all of my savings were covering the medical expenses and care.\\n\\nPennymac is insisting they charged a XXXX fee due to recording a notice of default when the account should have never made it to that status anyway.\\n\\nI had hired a housing advocate to deal with Pennymac at this time because a) they kept leaving these erroneous fees and notes on the account and b) they made it impossible to reach them, either due to long hold times or the \"correct departments being busy\" or providing no way for disabled people to reach them other than hiring someone who can physically speak.\\n\\nDuring this time, we spoke with several Pennymac representatives who provided wildly incosistent information. XXXX  on XXXX XXXX  told us that I needed to make 1 monthly payment to keep the forbearance active, which is what I did, despite being XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Then XXXX  on XXXX XXXX  claimed there was no record of the XXXX XXXX XXXX Also during XXXX XXXX XXXXhey claimed we could only speak to \"Loan Modification\" and not \"Loss Mitigation,\" and even admitted they were two entirely separate departments with no communication between the two. The verbatim sentence the Pennymac rep said was: \"I\\'m gonna be honest with you right now, our system is limited, so I cannot address your question with details.\"\\n\\nThe housing counselor even stressed with the Pennymac rep at this time due to Pennymac using non-industry standard terms for their departments as if in a purposeful attempt at deceiving consumers. Pennymac\\'s terminology does NOT align with HUD definitions.\\n\\nAt one point one of the reps stated that they do not mail physical documents and everything is on the online portal; however they do not notify you if a new document is uploaded. I tried checking right there on the phone and the website was down. Pennymac later claimed that the website was down for WEEKS. How are consumers supposed to be notified of anything if the website is down, or Pennymac doesn\\'t mail things and lies about it, or never notifies you when a new document is available, and doesn\\'t put the documents in any accessible form on the portal??? This is ridiculous!\\n\\nWhile Pennymac\\'s letter mentions the Loan Modification form, this was NOT brought to my attention until our XXXX XXXX call with Pennymac rep XXXX, which he stated that the account had changed status again due to an open Loan Modification application, which again had been opened without my knowledge or any correspondence on the matter. XXXX  informed us that I had to come up with 2 payments on the stop in order to close out this Loan Modification application that I never even requested and had no knowledge of.\\n\\nOn XXXX XXXX  we spoke with someone named XXXX and then XXXX from Pennymac. First XXXX insisted that I had to submit a mortgage assistance application. The housing advocate asked: \"Are you saying there needs to be another application to be considered for continued forbearance?\" The Pennymac rep XXXX replied: \"Yes and no,\" verbatim, and stated that regular processing is to run back through the review, without giving any details as to what that meant, and why we had to deal with 2 different departments, the loan modification and loss mitigation departments. However, this directly contradicted what XXXX  had said on the previous call, which is that the mortgage assistance application was the WRONG application and needed to be closed out in order to request an extension of forbearance, which he said he had done. The current rep XXXX stated that she is not in the right department to do that.\\n\\nThis is also when we filed a formal complaint with Pennymac about the original XXXX call. Again - that call was to ASK about what was POSSIBLE since I knew I\\'d be going into the hospital for several months. The rep on that day had offered the 6 month forbearance plan, stating that I could resume payments at the end of 6 months as normal. I was hesitant because that sounded too good to be true and he insisted I sign up right away or it would not be available - which is why I requested the written details of that BEFORE signing up, which I never got, and he insisted I sign up at that moment or that would not be available in the future.\\n\\nPennymac claims they record all these calls but have refused to provide any audio we requested, which is why we started recording them ourselves, especially as we found Pennymac continuously lied throughout our complaint and account process.\\n\\nOn XXXX XXXX we spoke with Pennymac rep XXXX who admitted this - Pennymac can change its forbearance plans any time, without notice - which substantiates, again, why Pennymac refuses to put any of this in writing when requested. She also said that the payments do NOT automatically go to the end of the loan (completely inconsistent with the rep in XXXX who told me thats why I should accept this 6 month plan immediately). XXXX told us to request an extension of forbearance and again stated that the Loan application is still open and pending, despite the last 2 reps saying it had been closed out. XXXX  also mentioned Disaster Forbearance as an option since the home had been in the middle of Hurricane Helene. \\nBetween JXXXX XXXX XXXX, half of these reps also stated that the account should NOT have been reported to credit bureaus as late, because forbearance protects that.\\nAt the end of the XXXX XXXX call, XXXX again admitted that she was not in the correct department to handle my extension, even though she was the XXXX rep we had been transferred to on that particular day, and I should call back after making a payment to get to a different department. XXXX informed me that the ONLY way to get to the CORRECT DEPARTMENT TO HANDLE MY ACCOUNT is to make ALL of the missing payments AT ONCE to bring the account current outside of any forbearance assistance programs. Oh right because everyone who spends XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX more than what they had before.\\nWe called back and were told that we have a letter in the online portal, which outlines my assigned representatives as XXXX XXXX XXXX  and that I should talk to them. Let it be noted that I called those phone numbers three times a week throughout the four months this went on, and NEVER once was able to get XXXX XXXX XXXX, who could be fictitious characters for all I know.\\nWe were transferred back to the Modification department, which is what we were just talking to, and they said we no longer had a Modification in place only without explaining what they meant. Their verbatim response was: They closed out the plan, but the review is still in place. This tells us nothing; however, this rep did say that it looks like the account should be eligible for continued forbearance. We now have 3 or 4 reps who say there is no active modification, and 3 who say there is. No one can give us a definitive answer.\\nWe called back and the NEXT representative said that my modification application (which I never requested or knew about) was closed out because I did not submit a mortgage assistance package (again because I did not request a modification and had no idea what they were talking about). My housing advocate at the time pointed out all of the inconsistencies with Pennymacs practices and the repeatedly incorrect information and lies we had been fed over the past two months.\\nLater in XXXX  we called again, and got representative XXXX who stated that I was eligible for continued forbearance of two months, which would be XXXX XXXX XXXX restarting all payments XXXX XXXX.\\nAt this point I was still not working as I needed XXXX XXXX  so I put the house up for sale because it seemed easier to sell it and be homeless than deal with Pennymacs blatant thievery, deceit, and illegal practices obviously intended to frustrate the consumers into giving up.\\nShortly after that call I checked my statement (without any prompt from Pennymac because they still did not send any correspondence) and saw ADDITIONAL foreclosure fees.\\nWe called in XXXX XXXX XXXX XXXX  again who admitted that the extra foreclosure fees were in error and could be removed once we were out of the forbearance plan. XXXX  confirmed the account was still in forbearance through XXXX XXXX and only once it was out of forbearance, we had to call back and request to remove those fees since his department doesnt do that.\\nWe then spoke with someone named XXXX  who said that they did not paint the full picture of forbearance when they coerced me into agreeing to it verbally over the phone without seeing any formal written explanations, as I requested repeatedly.\\nPennymacs response letter page 2 paragraph 2 states that I spoke with the Loss Mitigation department XXXX XXXX and that agent did not update records accordingly, although I have already shown numerous times how MOST of the Pennymac agents DID NOT UPDATE RECORDS AT ALL. \\nOn XXXX XXXX  I called Pennymac to request a payoff statement in order to sell the home. I spoke with XXXX who informed me the home was in foreclosure status, and also that payoff statements took 7-10 days to generate. Pennymacs response letter stating it was generated same-day is another blatant lie. I was forced to wait on hold again and request an expedited payoff.\\nThe payoff documents again arrived with additional foreclosure fees, which the previous reps had already stated that could be waived since they were added in error. We called back so as to NOT have the incorrect payoff documents faxed to the attorney, as this could bias our sale. Pennymac faxed the incorrect documents to the attorney anyway, which did in fact cause a significant rift in the sale.\\nOnly at this point XXXX XXXX XXXX did this representative suggest I could receive correspondence through email, since Pennymac had never actually mailed me any correspondence and repeatedly lied about doing so. They emailed me a verification link I had to click on to accept receipt of e-mail correspondence. I clicked on this link TWICE to complete the verification and received technical errors BOTH TIMES. Again, I feel Pennymac does this on purpose so that they can lie about the correspondence they never sent, which protects them from changing the terms of their programs without notice or reason, especially when they claim they record phone calls but refuse to go back through the audio or share the audio.\\nThe rep told me to try again in 24 hours, which I did, and it still didnt work. I called back the following day only to be told that payoff documents cannot be expedited and take 7-10 days.\\nXXXX XXXX XXXX we got 3 payoff statements, all 3 of which were incorrect. I had to call back and wait on hold for 2 hours 54 minutes to deal with this  I had to cancel a doctor followup because I was waiting on hold. This is absolute insanity for such a large company to be permitted to create such obstacles in this way.\\nThis agent claimed that there was NO RECORD of any of my & the housing advocate\\'s calls for the last two weeks. She said that the foreclosure was in error so those fees will be removed. They were not removed.\\nWe spoke with XXXX who said they WERE in fact removed and it would take 24 hours for the new payoff document to reflect that. However we were supposed to close within 24 hours. She gave me an XXXX  number to call which is their separate foreclosure division because she was showing the house WAS in foreclosure. I called that number and it was not in service  it said no routes found and hung up.\\nWe called Pennymac back and spoke with XXXX. By then, XXXX XXXX XXXX XXXX had said the fees had been removed but they were still showing up. She said she sent an email to the payoff department to remove those fees but there was no way to speak with them directlyXXXX XXXX again confirmed that the house was in foreclosure even though ALL the other reps had told us forbearance. She claimed she was in the modification department.\\nThe housing advocate and I expressed frustration that we had already confirmed the property was in forbearance through XXXX XXXX multiple times, and that these foreclosure fees were in error, which was confirmed by multiple reps. XXXX stated, verbatim, I did confirm the forbearance is closed and youre under modification. They are telling you incorrectly.\\nIt is very clear that Pennymac has no idea what theyre doing and every rep just blames the previous reps for not doing something or telling consumers incorrectly. They admit in their response letter that one rep only made an error when it is clear it is many.\\nTheir letter states that these extra fees were accurate when that is not true at all and many of their reps and letters state the opposite. \\nThey also state there are XXXX fees for property inspections that occurred XXXX XXXX XXXX and XXXXXXXX XXXX XXXX. This is also a lie. First, property inspections were not supposed to happen since the account was not delinquent, even though it was incorrectly reported as such. Second, there were numerous people at the home on both of those days and no such property inspections occurred. We have 12 security cameras as well, including facing the street since the home is hidden from the public road. No one came on the property, stopped at the property, knocked on the door, or came anywhere near the property those days, besides the people residing at the home.\\nI have repeatedly shown that Pennymac is incorrect in its credit transmissions and the account was never delinquent, yet ended up in numerous statuses other than the correct status due to Pennymacs continued and blatant errors and blatant lies in many instances. The housing advocate and I have collected detailed notes and recordings that support my case. It is laughable that Pennymacs letter ends in a statement commiting to being accountable, reliable, and ethical given they have gone to extreme lengths to act on the complete opposite spectrum of these values.\\nPennymac is a massive company and we as consumers have no control over when massive servicers like them purchase our loans from smaller companies, giving us XXXX choice in choosing to become a Pennymac customer. I for one would never have chosen such an unethical, disorganized, incompetent company to be in charge of my most valuable asset, which I no longer own  as a chronically ill disabled person  due to their incompetence and horrible practices. This has been incredibly frustrating to say the least and I have pointed out several instances in which they engaged in illegal behavior, which they are still denying and refusing to support with documentation  which begs my response to their supposedly enclosed documents in their response.\\nAs I have already shown, these documents were either a) completely fabricated and never sent at all; b) the XXXX document was created XXXX XXXX XXXX and backdated to XXXX  after it was uploaded to the portal only, but NEVER generated and sent in any written form, as was requested at least 2 dozen times between XXXX XXXX XXXX XXXX  c) the mortgage assistance application I was told to dive deep through random menus online in the Pennymac portal to access as it was never sent in any easy form to me to fill out, again because I never requested it and it was used as an afterthought to try to cover up Pennymacs wrongdoings; the property assistance questions, and questions on income, hardships, etc were included ONLY IN PENNYMACS RESPONSE TO THE ORIGINAL CFPB COMPLAINT AND NOWHERE ELSE IN OUR ENTIRE CORRESPONDENCE BETWEEN XXXX AND XXXX XXXX The additional document Loan Modification Update with XXXX XXXX date was again seemingly fabricated just for the response and did not appear in any correspondence between myself and Pennymac at any time between XXXX XXXX and XXXX XXXX. The additional letter dated XXXX XXXX XXXX was not sent to me at any address, nor was it uploaded into my portal, and appears completely fabricated simply for the purpose of responding to this complaint. The forbearance letter dated XXXX XXXX was also not sent to me.\\nMind you, during this time, I received ALL of my mail at the property address, with minimal mail losses during the hurricane; I also received ALL of my mail from every other banking institution, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX There were multiple other people at the property during the time XXXX XXXX XXXX XXXX XXXX who also brought mail that was delivered there, and received all mail addressed to them that they were expecting. It is incredibly curious that somehow only Pennymacs correspondence on every matter never arrived, yet we had no other issues with mail.\\nPennymac in its response provided NO PROOF of mailing any of these letters at the time they stated they did; simply computer-generated documents with whatever date they want to put on top. It should also be noted that the payoff instructions were never sent to me anyway.\\nLastly, Pennymacs final and again incorrect payoff statement included interest for multiple weeks after close, as well as an overpayment of escrow fees. The law firm handling the closing insisted that Pennymac would send me a check for the return of any overpayment of fees. Unsurprisingly, Pennymac never did such a thing, again keeping my money. At this time, in XXXX XXXX Pennymac has still not corrected its inaccurate credit reporting either.\\nI have a XXXX XXXX  and have worked my entire life and have purchased numerous properties in the past, without any issues. I have maintained a perfect credit score my entire adult life, which has aided me in many investments and business loans. Now Pennymac wants to come and destroy that, unjustly and incorrectly, after I have done everything right trying to resolve their errors with them and work with them diplomatically.\\nAgain  I strongly urge the Consumer Financial Protection Bureau to do its due diligence in auditing such unethical and illegal practices being engaged in by the nations largest mortgage servicers. They have given themselves unchecked authority to do what they will with customer accounts for what will be many of our biggest asset purchases in our lives, and they purposely place countless obstacles in the way of resolving these problems, then simply blame past representatives or computer errors and refuse to fix them. I will continue to fight against such unjust practices. I hope the CFPB will due its duty to investigate and put an end to this. No one should have to go through what I went through.'","date_sent_to_company":"2025-07-03T21:41:59.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"84106","tags":null,"has_narrative":true,"complaint_id":"14439299","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2025-07-03T21:31:27.000Z","state":"UT","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["As an aside note - I STRONGLY URGE THE CFPB TO LOOK INTO THESE PRACTICES, AS IT IS EXTREMELY PREDATORY AND IN MANY CASES ILLEGAL TO REMOVE ACCOUNTS FROM PRE-<em>IDENTIFIED</em> PLANS WITHOUT ANY KIND OF NOTICE WHATSOEVER.\\n\\nThe last paragraph on <em>page</em> 1 also states that an XXXX (does not state what this means) was mailed, <em>which</em> again is not true - we had not received any written correspondence at this time and therefore have no idea what an \"XXXX\" is, since we were told this plan went through XXXX."]},"sort":[5.7420444,"14439299"]},{"_index":"complaint-public-v1","_id":"5235050","_score":5.234783,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My complaint is regarding an unauthorized XXXX EFT dispute case with Citibank. Details of the case : Transaction date : XX/XX/XXXX Transaction amount : {$1800.00} 1. My money was stolen via a fraudulent person-to-person XXXX transaction, which falls under Regulation E protection according to CFPB. \n2. Citi did not conduct a reasonable investigation regarding my case initiated on XX/XX/XXXX, as they reported that the EFT in question was initiated in accordance with your instructions when I expressly told them ( and swore under oath on a attached declaration ) that it was not. In addition, Citibank employees did not provide me with information on how to submit supporting documents and information provided to me at my request at a later date was repeatedly incorrect. \n3. Citibanks rules can not afford lesser protection than federal law 4. A man approached me on XX/XX/XXXX and requested to make a phone call to his sister from my cell phone ( that turned out to be the access device, although I am not certain because I am not totally sure how he actually initiated the transfer ). I granted him permission to make that phone call and only that phone call. I did not grant him authority to use my phone for any other purpose whatsoever. That same man ( whose name and phone number were on the transaction ), while in possession of my phone ( that he was granted permission to use for that phone call only and exclusively ) proceeded to initiate the EFT of {$1800.00} from my checking account. He therefore initiated this EFT without any permission from me or awareness by me. I did not receive any goods, services, benefit or currency/compensation in exchange for this {$1800.00}. I gave Citibank timely notice of this fraud, within 10-30 minutes of when it occurred. The man who approached me asked to use my phone for a phone call which I granted him license to do. He then asked if I could XXXX {$20.00} to his sister for gas money to come pick him up. I continued to hold the phone and entered the email address that he told me to send {$20.00} dollars ( solely {$20.00}. As he gave me {$20.00} cash ; which I later returned b/c the transfer did not go through ). The transfer did not go through. I closed the banking app. The man then asked to call his sister again from my phone. While I am not certain, I assume that this fraud occurred in one of two ways : 1 ) the man either saw me enter my password when I attempted to send the {$20.00} that did not go through and then logged in from his own device immediately after I walked away and transferred {$1800.00} to himself or 2 ) he somehow opened the banking app when he was holding my phone a second time to make the phone call to his sister. I did not with my own hand authorize the {$1800.00} nor grant him permission to enter my banking app or send any money/initiate any transaction. This is therefore an unauthorized EFT and is covered by CFPB Regulation E. \n\nIn summary, my claim falls under the protection of Federal Regulation E by the Consumer Financial Protection Bureau ( CFPB ), pursuant to the Electronic Fund Transfer Act. \nAs you can see in the attached screenshots, I have attempted to contact the phone number on the XXXX transaction in question. I called the number and left a voicemail when no one picked up. I then texted the number ( see screenshot ) and asked if the phone belonged to the name on the transaction, which the person responded Yes. So then I told him that he had stolen {$1800.00} from me and to please return it via XXXX and he responded Wrong person. How could it be the wrong person if his name and number are on the XXXX transaction and he confirmed that it is indeed his phone number? If he doesnt have it, who does? This proves that this is fraud. As detailed in the police report, there should be security footage of this happening. I called Citi immediately after this occurred and changed my password. I then immediately filed my initial police report, and submitted more information as soon as I could. \nIn addition : I received different information each time that I have called Citi regarding this fraud ( which I believe is at least 7 times now ). \nFirst calls on XX/XX/XXXX ( at XXXX am XXXX, immediately after fraud occurred between XXXX and XXXX am or so according to my call log ; when the man who stole from me used my phone to call his sister at the number XXXX as given in the police report ). After walking away from the man who stole from me ( as I did not realize at that time that any funds whatsoever had left my bank account ), my boyfriend suggested that I check my bank balance because he felt as if the man who asked to use my phone was suspicious. I then discovered that my Citibank app had been uninstalled without my knowledge. So I began to panic and called XXXX ( the number on the back of my Citi credit card, to make sure it was a legitimate Citi number ). I called that number at XXXX am EST. I called Citi again numerous times at XXXX that evening. I then called XXXX and was given a case number. I told the agent that the {$1800.00} transaction was fraud, but that the {$650.00} transaction was my monthly rent payment and was legitimate ( interesting how the thief stole the exact amount that ( in addition to my pre-scheduled rent payment ) equals {$2500.00}, which I have now learned is the daily XXXX limit on my account ). I then called Citi again the next morning at XXXX am XXXX ( still XX/XX/XXXX ) to follow up and was told that there would be an investigation. No further information was given to me. I was not told to submit the police report that I had created that very night ( see attached ). \nXX/XX/XXXX : I called Citi again to give the police report number that was assigned to my case and I again asked what my next steps would be and was told there will be an investigation and they will send you a letter in the mail. I was NOT told to submit the police report itself. \nXX/XX/XXXX : I was credited the money back ( apparently provisionally ) so I assumed all was well. I was never contacted for any more details. To my knowledge, Citi never asked for or saw the police report. \nXX/XX/XXXX : I received the postal letter stating that the credit to my account was provisional. \nXX/XX/XXXX : I got an email stating that there was a new secure message in my account. ( Why did I receive this email on XX/XX/XXXX if the message was dated XX/XX/XXXX? ) XX/XX/XXXX : I noticed the email and read the secure message reporting that the money was taken out of my account again stating based on our research and the information you provided. What research was done? I was not provided with a way to send evidence. I called Citi immediately and spoke with XXXX, who told me that I should submit the police report etc to XXXX which I did. G did not tell me that the case was closed. \nXX/XX/XXXX : I called Citi again to make sure that my documents were received and spoke with XXXX, who informed me that the case was closed, and so we started and appeal and I was given a case number and password for the case ( Why was I not given a password for the case when I initially submitted it on XX/XX/XXXX? ). I told XXXX that I had submitted supporting documents to XXXX. He said that the submitted documents would be filed under the new case number. I emailed the documents under the new case number just to be safe ( see emails attached ). I then noticed the email dated XX/XX/XXXX saying that the case was closed. ( Why did I receive the email notification on XX/XX/XXXX when the message is dated XX/XX/XXXX? ) XX/XX/XXXX : I called Citi again and spoke with XXXX to see if the documents had been received at the email address under my new case number. XXXX told me : No, you cant email documents for an appeal. Those have to be sent by mail. He gave me the address and then said No, actually you can fax them to XXXX. He told me to send my documents along with my case number, card number, disputed transaction date and amount, the reason for my appeal and my signature to debit card billing dispute unit. Why did neither XXXX nor XXXX ( nor anyone else I spoke with ) tell me this in my previous calls? Did they even know this? I asked XXXX, How do I know that what youre telling me is even true when Ive gotten so many different answers? I asked him if he could send me the instructions for the appeal process in writing and he said that he could not. Why not? Because they dont exist? \nXX/XX/XXXX : I submitted a fax to XXXX as soon as I was possibly able to after being told what I hoped was finally the correct information. I called Citi to follow up and asked to speak with a supervisor. I was connected with XXXX She informed me that I had yet again sent my supporting documents to the incorrect place, and that I should send them to the Client Research Team XXXX XXXX. I again asked How do I know that what youre telling me is even true when Ive gotten so many different answers? and she responded Maam, I am a supervisor. I asked if my documents would be received in time to be reviewed by the Citi Research Team if I faxed them on XX/XX/XXXX and Delight responded that they would because my case would be open until XX/XX/XXXX ( 10 business days ). \n\nXX/XX/XXXX : I submitted a nearly 50-page fax of supporting documents to XXXX. \n\nXX/XX/XXXX : I called Citi and asked to speak with a supervisor. I was connected with XXXX who told me that my 2nd dispute had also been denied and closed and that the documents that I submitted on XX/XX/XXXX were NOT attached to this dispute as XXXX had told me they would be. I asked to receive a copy of the documents used in Citi 's \" investigation '' of my dispute as that is my right. She reported that they would be emailed to me ( I have not received them as of the time of this writing ). I asked to speak with her manager and mysteriously the call was disconnected ( not by me ). \nI called back again and asked to speak with a supervisor and was connected with XXXX He confirmed that my second dispute had been denied and that my documents had not been reviewed. I told him that I had submitted nearly 50 pages of supporting documents. I asked again where I should send my supporting documents for new case number and he told me \" per M '' that the number was XXXX. He said that Citi usually accepts supporting documentation for debit card disputes and not XXXX disputes and therefore why he was uncertain of where to send supporting documentation. I asked him if it would be enough time if I submitted my supporting documents again on XX/XX/XXXX ( as this is the soonest that I could do so ) and he said that it would. \n\nI told XXXX that according to the Consumer Financial Protection Bureau 's XX/XX/XXXX updates to Regulation XXXX, this fraudulent and unauthorized transaction falls under their protection and it is obvious that it is fraud and unauthorized for reasons including ( but not limited to ) : 1 ) This is the largest XXXX transaction I have ever completed ( to my knowledge ) and is outside of my spending pattern. I was outside of my home city ( I live in XXXX XXXX and incident occurred in XXXX ) 2 ) As you can see by my record with Citi, I pay my bills on time and have very good credit 3 ) I do not have any other disputed XXXX charges 4 ) My apartment rent of {$650.00} per month has been a scheduled XXXX payment ( debited on the first of each month ) since summer XXXX ( so it was debited by XXXX on XX/XX/XXXX, the day the {$1800.00} was stolen ). The {$1800.00} that was stolen from me seemed to be a random, uneven amount until I realized that {$650.00} + {$1800.00} = {$2500.00}. Which Ive now learned is the maximum amount that can be debited via XXXX per day from my account. **That is not a coincidence**. Clearly this man was experienced enough at fraud to send himself the maximum amount that he possibly could. Does it really make sense that that would just happen to be the amount that I would send to someone I had never sent a payment to at XXXX in the morning? No. Because I didnt send it or authorize it. He did. \n5 ) I called Citi immediately after I noticed the money was missing 6 ) I changed my password immediately because I didnt know if the man who stole from me now had it whereas I dont think I had ever changed my password with Citi before XXXX ) Ive called Citi more than ten times now and spent hours of time and effort trying to recoup this money. I spent over 80 minutes on the phone with Citi on XX/XX/XXXX alone. \n8 ) Im a licensed social worker, and theft or fraud are a violation of the NASW Code of Ethics ( the governing body of the social work profession ). To lie about this issue would be me risking my license and career that Ive spent years earning and building XXXX ) I posted about this incident on XXXX on XX/XX/XXXX ( see screenshot ) warning my hundreds of followers about the dangers of letting others near your smartphone, which I was previously unaware of. Many people commented that they would have done the same thing ( ie : allowed someone who claimed to need help to use their phone ) These are not senior citizens who are unfamiliar with technology either. \n10 ) I contacted the man who received the transaction to request that the money be returned and filed a police report with identifying information for this person 11 ) I filed a police report immediately after I realized that money was taken from my account ( see the date and time of the initial police report that I later supplemented with more evidence/information ) I would assist in any way necessary to see that this man ( who seems to be clearly identifiable ) is prosecuted ( as I swore under oath on the declaration page attached ) When I spoke with XXXX on XX/XX/XXXX, he asked me if someone had gained unauthorized access to my computer. I answered yes at this time because a smartphone is a computer ( aka the access device ). \nI realized then that the way that the question is phrased makes Citi less inclined to rule in the customers favor on such Regulation E issues because most people do not have their laptops ( or other devices traditionally referred to as computers on their person ) and traditional computers are probably less likely to be used as access devices for fraud/initiating unauthorized transactions : ( as apparently is becoming more frequent according to stories like these : https : XXXX # ) As mentioned at length above, this unauthorized transaction falls under Regulation E protection for many reasons. \n\nIn summary : Im very disappointed with the way that Citi has handled this. It seems that the dispute and appeal process must be purposefully obfuscated so that customers do not know what to do. In my case, Im a long-time, honest, and loyal customer who always pays on time and have recommended Citi to many others. Im a social worker in healthcare and {$1800.00} is not an amount I can just take lightly. I was trying to help someone who said their phone had died and needed a ride home. I absolutely did not authorize this transaction. This transfer was not sent to the recipient in accordance with my instructions. As you can see in the screenshots, the man at the name and number listed on the XXXX transaction denies even receiving this transaction. If Citi cares about preventing fraud, why does the Citi app not require users to enter/re-enter their PIN ( as a further security measure ) before allowing large sums of money to be sent? This incident would never have happened if this simple change was made. My XXXX is literally more secure than Citis XXXX feature apparently. \nI asked to be contacted if Citi needed any more information regarding the case and I have never been contacted to this day. I highly doubt that the documents that I sent once again will be reviewed by Citi, and therefore they have not completed the reasonable investigation required by CFPB. They have yet to furnish the documents that I requested regarding their investigation of my case, and I find it extremely suspect that the steps to the dispute/appeal process are apparently neither known to most/all Citi employees and can not be provided to consumers who request them ( either verbally or in writing ).","date_sent_to_company":"2022-02-18T08:07:36.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"70117","tags":null,"has_narrative":true,"complaint_id":"5235050","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-02-18T01:52:57.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["To lie about this issue would be me risking my license and career that Ive spent years earning and building XXXX ) I posted about this incident on XXXX on XX/XX/XXXX ( see screenshot ) <em>warning</em> my hundreds of followers about the dangers of letting others near your smartphone, <em>which</em> I was previously unaware of."]},"sort":[5.234783,"5235050"]},{"_index":"complaint-public-v1","_id":"11328114","_score":4.624096,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"MISSOURI POWER OF ATTORNEY REVOCATION Use of this form is for the power of attorney of : - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Other : XXXX, XXXX XXXX hereby immediately revoke those portions covering decisions of the document titled REVOLVING CREDIT CARD, that I allegedly executed on the XXXX of XX/XX/XXXX, which resulted in the appointment of SYNCHRONY BANK as my agent and as my alternate successor agent. I hereby notify said agent ( s ) and any other interested persons and institutions that all portions of said document are revoked. \nI. POWERS BEING REVOKED These are the powers to act on my behalf that have been REVOKED from SYNCHRONY BANK shall NOT have the power to act on my behalf in the following ways. \n_ 1. No Power to Make Payments or Collect Monies Owed.\n\nSYNCHRONY BANK in fact has no power to make any payments on any accounts I may owe and to hold, collect and request any sums that may be due, owing or payable to me or in which I may hereinafter acquire an interest, in whatever form, whether liquidated or un-liquidated, to have, use, and take all lawful means in my name for the collection and recovery thereof, and to adjust, sell, compromise, and agree for the same and to execute and deliver for me, on my behalf, and in my name, all endorsements, releases, receipts, or other sufficient discharges for the same ; _ 2. No Power to Acquire, Lease and Sell Personal Property.\n\nSYNCHRONY BANK in fact has no power to acquire, purchase, exchange, lease, grant options to sell, and sell and personal property, or any interests therein, on such terms and conditions, including credit arrangements ; SYNCHRONY BANK in fact has no power to execute, acknowledge or deliver, under seal or otherwise, any and all assignments, transfers, titles, papers, documents or instruments in connection therewith ; SYNCHRONY BANK has no power to purchase, sell or otherwise dispose of, assign, transfer or convey shares of stock, bonds, securities and other personal property now or hereafter belonging to me, whether standing in my name or otherwise, and wherever situated ; _ 3. No Power to Acquire, Lease and Sell Real Property.\n\nSYNCHRONY BANK in fact has no power to acquire, purchase, exchange, lease, grant options to sell, sell or convey real property, or any interests therein, on such terms and conditions, including credit arrangements of any type. SYNCHRONY BANK in- fact has no power to execute, acknowledge and deliver, under seal or otherwise, any and all assignments, transfers, deeds, papers, documents or instruments in connection with ; _ 4. No Management Powers. SYNCHRONY BANK has no power to maintain, repair, improve, invest, manage, insure, rent, lease, encumber, and in any manner deal with any real or personal property, tangible or intangible, or any interests therein, that I now own or may hereafter acquire, in my name and for my benefit, upon such terms and conditions in connection with ; _ 5. No Banking Powers. SYNCHRONY BANK in fact has no power to open and close accounts, make, receive, and endorse checks and drafts, deposit and withdraw funds, acquire and redeem certificates of deposit, in banks, savings and loan associations, and other institutions, execute or release such deeds of trust or other security agreements as may be necessary or proper in the exercise of the rights and powers herein granted ; _ 6. No Motor Vehicles. SYNCHRONY BANK has no power to apply for a Certificate of Title upon, or endorse and transfer title thereto, for any automobile, truck, pickup truck, van, motorcycle, or other motor vehicle, or to represent in such transfer or assignment that the title to said motor vehicle is free and clear of all liens and encumbrances except those specifically set forth in such transfer or assignment ; _ 7. No Tax Powers. SYNCHRONY BANK in fact has no power to act without imitation on my behalf with regard to federal income taxes ( Forms 1040, 1040EZ, 1040X, etc. ), state and local income taxes, estate, gift ( Form 709 ) or other tax returns of all sorts, whether federal or state and local, including where appropriate joint returns, FICA returns, payroll tax returns, claims for refunds, requests for extensions of time to file returns or pay taxes, extensions and waivers of applicable periods of limitation, protests and petitions to administrative agencies or courts, including the tax court, regarding tax matters, and any and all other tax related documents, including but not limited to consents and agreements under Section 2032A of the Internal Revenue Code or any successor section thereto and consents to split gifts and closing agreements, for all tax periods from 2024 through 2100, and for all jurisdictions ; to complete Internal Revenue Service Form 2848, Power of Attorney and Declaration of Representative ( or other prescribed form ) on my behalf as well as to perform all other functions contemplated by that form whether they are required or merely permissible ; to consent to any gift and to utilize any gift-splitting provisions or other tax election ; or to prepare, sign, and file any claims for refund of any tax ; to post bonds, receive confidential information or contest deficiencies determined by the Internal Revenue Service or any state or local taxing authority ; to exercise any and all elections that I may have under federal, state or local tax laws including without limitation the allocation of any generation skipping tax exemption to which I may be entitled ; to the extent that I may have omitted some power or discretion, some tax period, some form or some jurisdiction, I hereby REVOKE from SYNCHRONY BANK power to amend the Internal Revenue Service form power of attorney ( presently Form 2848 or Form 2848-D ) in my name ; _ 8. No Safe-Deposit Boxes. SYNCHRONY BANK has no power to open or have access at any time or times to any safe-deposit box rented by me or to which I may have access, where so ever located, including drilling, if necessary, and to remove all or any part of the contents thereof, and to surrender or relinquish said safe-deposit box ; and any institution in which any such safe-deposit box may be located shall not incur any liability to me or my estate as a result of SYNCHRONY BANK attempts to exercise this power ; _ 9. No Gift Making Powers. SYNCHRONY BANK has no power to make gifts, grants, or other transfers ( including the forgiveness of indebtedness and the completion of any charitable pledges I may have made without consideration, either outright or in trust to such person ( s ) ( SYNCHRONY BANK ) or organization trying to act as my attorney in fact shall not have to power to, including, without limitation, the following actions : ( a ) transfer by gift in advancement of a bequest or devise to beneficiaries under my will or in the absence of a will to my spouse and descendants in whatever degree ; ( b ) or release of any life interest, or waiver, renunciation, disclaimer, or declination of any gift to me by will, deed, or trust ; _ 10.No Lending and No Borrowing. SYNCHRONY BANK has no power to make loans in my name ; to borrow money in my name, individually or jointly with others ; SYNCHRONY BANK in fact has no power to give promissory notes or other obligations therefor ; or to deposit or mortgage as collateral or for security for the payment thereof any or all of my securities, real estate, personal property, or other property of whatever nature and wherever situated, held by me personally or in trust for my benefit ; _ XXXX. No Contracts. SYNCHRONY BANK has no power to enter into any contracts of whatever nature or kind in my name ; _ 12. No Health Care. SYNCHRONY BANK has no power to take any steps necessary to arrange for my admission to any type of health care facility, including, without limitation, a hospital, rehabilitation facility, skilled nursing facility, or hospice, or to authorize the release of my medical records ever ; _ 13. HIPAA. SYNCHRONY BANK has no power or authority as my personal representative for all purposes of the Health Insurance Portability and Accountability Act of 1996 ( Pub. L. No. 104-191 ) ; _14. No Power to Hire or Pay for Services. SYNCHRONY BANK has no power to retain such accountants, attorneys, social workers, consultants, clerks, employees, workers, or other persons in connection with the management of my property and affairs and to make payments from my assets for the fees of such persons so employed ; _ 15. No Reimbursement. SYNCHRONY BANK has no power to reimburse anyone for any reasonable expenses incurred in connection with such services ; and _ 16. No Power to Sue Third Parties Who Fail to Act Pursuant to Power of Attorney. If any third party ( including stock transfer agents, title insurance companies, banks, credit unions, and savings and loan associations ) with whom SYNCHRONY BANK may try and seeks to transact with refuses to recognize SYNCHRONY BANK as my attorney-in fact who has no authority to act on my behalf pursuant to this Power of Attorney, SYNCHRONY BANK has no power to sue or recover from such third party all resulting damages, costs, expenses incurred because of such failure to act. The costs, expenses, and attorney fees incurred in bringing such action shall be charged to SYNCHRONY BANK.\n\n_17. Other - No Powers to conduct the following. SYNCHRONY BANK has no power, authority or authorization to report any information tied to account # 604419X toanyone ever to include all credit reporting agencies like Experian, Lexis Nexis, Transunion, Equifax or any secondary credit reporting agencies like Early warning Services.\n\nII. INTERPRETATION AND GOVERNING LAW This instrument is to be construed and interpreted as a revocation power of attorney. The enumeration of specific powers herein is not intended to, nor does it, limit or restrict the general powers revoked and not granted to SYNCHRONY BANK. This instrument is executed and delivered in the State of Missouri and the laws of such state shall govern all questions as to the validity of this power and the construction of its provisions. Nevertheless, I intend that this instrument be given full force and effect in any and all SO states or countries in which I may find myself, where I may own property, whether real or personal. I revoke any bond required to give bond and if any bond was required from SYNCHRONY BANK. This revocation takes effect immediately. A photocopy has the same effect as an original.\n\nThis revocation was signed the XXXX  of XXXX  2024. Signature of Princi pal 4, ,4..Ll ; ; '1 '' -- -. : :. -- -4'= -- -- -= -- -- --., /II- '' lrTT7I Print Nam -= -- =-Lr.v..x ... .... '' ' -- -_-=e=-=- : :. : ; .. ; : :,.\n\nNOTARY ACKNOWLEDGMENT [ State of XXXX XXXX of XXXX ] The foregoing instrument was acknowledged before me by means ofphysical presence or XXXX online notarization, on this day XXXX, of this ( month ), XXXX, of this ( year ) XXXX, Produced Identification : XXXX. Type of Identification Produced : XXXX  XXXX. \n\n\nAcknowledged XXXX : Th M.< ; -til.b.l ) l, d, -1-J.CW -- _ ( Type/Write Name of Notary Public ) ( Signature of Notary Public ) Form 2848 ( Rev. XX/XX/XXXX ) Department of the Treasury Internal Revenue Service Power of Attorney and Declaration of Representative Go to XXXX for instructions and the latest information. \n\n\nXXXX XXXX. XXXX For IRS Use Only Received by : Name -- -- -- Power of Attorney Telephone Caution : A separate Form 2848 must be completed for each taxpayer. Form 2848 will not be honored for any purpose other than representation before the IRS.\n\n1 Taxpayer information. Taxpayer must sign and date this form on page 2, line 7. \n\nFunction -- -- - Date I I Taxpayer name and address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX hereby appoints the following representative ( s ) as attorney ( s ) -in-fact : 2 Representative ( s ) must sign and date this form on page 2, Part II. Name and address Taxpayer identification number ( s ) XXXX  Daytime telephone number XXXX CAF No. PTIN Telephone No. Fax No. \n\n\n\n\nPlan number ( if applicable ) Check if to be sent copies of notices and communications Name and address Check if to be sent copies of notices and communications Name and address ( Note : IRS sends notices and communications to only two representatives. ) Name and address ( Note : IRS sends notices and communications to only two representatives. ) Check if new : Address D Telephone No. D Fax No. D CAF No. PTIN Telephone No. Fax No. \nCheck if new : Address D XXXX XXXX. D Fax No. D CAF No. XXXX XXXX XXXX. \nFax No. \nCheck if new : Address D XXXX XXXX. D Fax No. D CAF No. XXXX XXXX XXXX. \nFax No. \nCheck if new : Address D XXXX XXXX. D Fax No. D to represent the taxpayer before the Internal Revenue Service and perform the following acts : 3 Acts authorized ( you are required to complete line 3 ). Except for the acts described in line 5b, I authorize my representative ( s ) to receive and inspect my confidential tax information and to perform acts I can perform with respect to the tax matters described below. For example, my representative ( s ) shall have the authority to sign any agreements, consents, or similar documents ( see instructions for line 5a for authorizing a representative to sign a return ).\n\nDescription of Matter ( Income, Employment, Payroll, Excise, Estate, Gift, Whistleblower, Practitioner Discipline, PLR, FOIA, Civil Penalty, Sec. \n4980H Shared Responsibility Payment, etc. ) ( see instructions ) Tax Form Number ( 1040, 941, 720, etc. ) ( if applicable ) Year ( s ) or Period ( s ) ( if applicable ) ( see instructions ) 4 Specific use not recorded on the Centralized Authorization File ( CAF ). If the power of attorney is for a specific use not recorded on CAF, check this box. See Line 4. Specific Use Not Recorded on GAF in the instructions. D 5a Additional acts authorized. In addition to the acts listed on line 3 above, I authorize my representative ( s ) to perform the following acts ( see instructions for line 5a for more information ) : D Access my IRS records via an Intermediate Service Provider ; D Authorize disclosure to third parties ; D Substitute or add representative ( s ) ; D Sign a return ; D Other acts authorized : For Privacy Act and Paperwork Reduction Act Notice, see the instructions. Cat. No. 11980J Form 2848 ( Rev. 1-2021 ) Form 2848 ( Rev. 1-2021 ) Page2 b Specific acts not authorized. My representative ( s ) is ( are ) not authorized to endorse or otherwise negotiate any check ( including directing or accepting payment by any means, electronic or otherwise, into an account owned or controlled by the representative ( s ) or any firm or other entity with whom the representative ( s ) is ( are ) associated ) issued by the government in respect of a federal tax liability.\n\nList any other specific deletions to the acts otherwise authorized in this power of attorney ( see instructions for line 5b ) : 6 Retention/revocation of prior power ( s ) of attorney. The filing of this power of attorney automatically revokes all earlier power ( XXXX ) of attorney on file with the Internal Revenue Service for the same matters and years or periods covered by this form. If you do not want to revoke a prior power of attorney, check here. D YOU MUST ATTACH A COPY OF ANY POWER OF ATTORNEY YOU WANT TO REMAIN IN EFFECT. \n\n7 Taxpayer declaration and signature. If a tax matter concerns a year in which a joint return was filed, each spouse must file a separate power of attorney even if they are appointing the same representative ( s ). If signed by a corporate officer, partner, guardian, tax matters partner, partnership representative ( or designated individual, if applicable ), executor, receiver, administrator, trustee, or individual other than the taxpayer, I certify I have the legal authority to execute this form on behalf of the taxpayer.\n\nIF NOT COMPLETED, SIGNED, AND DATED, THE IRS WILL RETURN THIS POWER OF ATTORNEY TO THE TAXPAYER.\n\nt-0 : k.tli..\n\nOat Title ( if applicable ) Print name Print name of taxpayer from line 1 if other than individual Declaration of Representative Under penalties of perjury, by my signature below I declare that : I am not currently suspended or disbarred from practice, or ineligible for practice, before the Internal Revenue Service; I am subject to regulations in Circular 230 ( 31 CFR, Subtitle A, Part 10 ), as amended, governing practice before the Internal Revenue Service; I am authorized to represent the taxpayer identified in Part I for the matter ( s ) specified there ; and I am one of the following : a Attorney-a member in good standing of the bar of the highest court of the jurisdiction shown below.\n\nb Certified Public Accountant-a holder of an active license to practice as a certified public accountant in the jurisdiction shown below.\n\nc Enrolled Agent-enrolled as an agent by the IRS per the requirements of Circular 230.\n\nd Officer-a bona fide officer of the taxpayer organization .\n\ne Full-Time Employee-a full-time employee of the taxpayer.\n\nf Family Member-a member of the taxpayer 's immediate family ( spouse, parent, child, grandparent, grandchild, step-parent, step-child, brother, or sister ).\n\ng Enrolled Actuary-enrolled as an actuary by the Joint Board for the Enrollment of Actuaries under 29 U.S.C. 1242 ( the authority to practice before the IRS is limited by section 10.3 ( d ) of Circular 230 ).\n\nh Unenrolled Return Preparer-Authority to practice before the IRS is limited. An unenrolled return preparer may represent, provided the preparer ( 1 ) prepared and signed the return or claim for refund ( or prepared if there is no signature space on the form ) ; ( 2 ) was eligible to sign the return or claim for refund ; ( 3 ) has a valid PTIN ; and ( 4 ) possesses the required Annual Filing Season Program Record of Completion ( s ). See Special Rules and Requirements for Unenrolled Return Preparers in the instructions for additional information.\n\nk Qualifying Student or Law Graduate-receives permission to represent taxpayers before the IRS by virtue of his/her status as a law, business, or accounting student, or law graduate working in a LITC or STCP. See instructions for Part II for additional information and requirements.\n\nr Enrolled Retirement Plan Agent-enrolled as a retirement plan agent under the requirements of Circular 230 ( the authority to practice before the Internal Revenue Service is limited by section 10.3 ( e ) ).\n\nIF THIS DECLARATION OF REPRESENTATIVE IS NOT COMPLETED, SIGNED, AND DATED, THE IRS WILL RETURN THE POWER OF ATTORNEY. REPRESENTATIVES MUST SIGN IN THE ORDER LISTED IN PART I, LINE 2.\n\nNote : For designations d-f, enter your title, position, or relationship to the taxpayer in the \" Licensing jurisdiction '' column.\n\nDesignation- Insert above letter ( a-r ). Licensing jurisdiction ( State ) or other licensing authority ( if applicable ) Bar, license, certification, registration, or enrollment number ( if applicable ) Signature Date Form 2848 ( Rev. 1-2021 )","date_sent_to_company":"2025-01-03T13:12:05.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"644XX","tags":null,"has_narrative":true,"complaint_id":"11328114","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2024-12-30T17:25:34.000Z","state":"MO","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Taxpayer must sign and date this form on <em>page</em> 2, line 7. \n\nFunction -- -- - Date I I Taxpayer name and address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX hereby appoints the following representative ( s ) as attorney ( s ) -in-fact : 2 Representative ( s ) must sign and date this form on <em>page</em> 2, Part II. Name and address Taxpayer identification number ( s ) XXXX  Daytime telephone number XXXX CAF No. PTIN Telephone No. Fax No."]},"sort":[4.624096,"11328114"]},{"_index":"complaint-public-v1","_id":"6060570","_score":4.313485,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX at XXXX, I received a text message notifying me of an attempted transaction for {$250.00}, Reply Yes or No ( see attachment ). I responded No and waited on the call from Wells Fargo as stated in the text. \n\nWithin 10 minutes I received a call at XXXX, from a woman who identified herself as \" XXXX '' with Wells Fargo Bank 's online security and there had been suspicious activity from my account. The call dropped and I thought it was a good idea to confirm that the number \" XXXX '' called from was indeed a Wells Fargo number and when I called the numberback, the recording was a Wells Fargo greeting and menu. \n\n\" XXXX '' called me back from that same toll free number while I was on the other line, so this did give me some assurance that I was on the phone with a WF representative. \n\n\" XXXX '' went on to validate my account with my address telephone number and the last four of my debit card I refuse to give her the last four of my Social Security number. I am an XXXX  of 30 years in the XXXX XXXX  and this is simply PII that I will not Give anyone over the phone. Upon validation that this was my account ( including a text message she triggered with a code for verification ) \" XXXX '' went on to list the suspicious transactions as follows : ( 1 ) XXXX XXXX who was sent {$190.00} - I do not know anyone by the name of XXXX XXXX. In addition, an email address for XXXX XXXX Email address was added to my XXXX recipients and the app and I don't even know this person XXXX XXXX, no do I recognize the email address, nor did I add this person to my list of XXXX recipients. This was 100 % fraudulent. \n\n( 2 ) 2 XXXX transfers in the amount of {$2000.00} and {$1000.00} were made to XXXX XXXX, an existing recipient, who is my hair stylist and relative. I said absolutely not, these were not authorized transactions. I advised that I have a XXXX transaction history that reflects a consistent {$320.00} to {$350.00} paid to XXXX but NEVER would I XXXX her that much money. IMPORTANT TO NOTE : The transactions were made before the call. I did not authorize XXXX 's to go out to anyone, specifically XXXX {$3000.00} and XXXX XXXX for {$190.00}. \n\n\" XXXX '' advised me that the fastest way to get my funds back would be to call XXXX and get her to send the funds back to me. \" XXXX '' stated that otherwise they would need to freeze XXXX account with her bank until we tracked the funds. \n\n\n\nI was able to text and got XXXX on a 3-way call. XXXX at first stated that she wasn't aware whether she had received XXXX transfer from me or not and was too busy to notice. {$3000.00} and too busy to notice????? Okay.XXXX \n\nI was placed on hold while XXXX looked at her phone and confirmed that yes, she did see the XXXX transactions and would send them back. XXXX text me a print screen from her account transactions showing that a {$3000.00} XXXX had been sent to an account under my name in bold. Later a larger XXXX receipt was sent that would show my name XXXX XXXX at the top but under my name it states in light gray font Enrolled as XXXX XXXX  see attachments ). Wherever XXXX sent these funds to it was not my account. I contacted XXXX and was told the \" Enrolled as '' reflects the account holder 's name enrolled s that XXXX 's recipient. In emails from my XXXX, she also confirmed the funds were sent to a XXXX account. \n\n\n\nWhen XXXX stated she sent the funds back I attempted to login to my WF app to confirm and XXXX told me it was disabled and she would confirm. While on hold and within 3 minutes I received pings to my phone but could not see the texts. Once XXXX was released from the call I could pull up the texts which were automated confirmations texts for transactions - a XXXX setup in my name from XXXX ( I DO NOT BANK WITH XXXX  ), notification of a XXXX deposit of {$3000.00} from XXXX into the XXXX account and then a notification canceling XXXX access through the fraudulent XXXX XXXX  account. All of this was done in 3 minutes - between XXXX and XXXX ( see texts messages ). \n\n\n\nAt this point XXXX comes back to the line and confirms that the money was in my Wells Fargo account. However, through her access to my account, XXXX transferred {$3000.00} from my savings and checking and it made it appear the funds were redeposited. This was a blatant attempt to confuse the transaction as refunded, when it was not. The thieves used my very own funds to fake me out and see a {$3000.00} credit/deposit to my checking account. I made no such transfer and could not as my Wells Fargo access was locked. This is clearly fraud. \n\n\n\nXXXX went on to say that she was canceling my debit card and issue a new one, and I would need to change my login info for the application. I stayed on the line with XXXX and she told me that XXXX could get off the line, now that the funds were back in my account and that they would not have to freeze XXXX account. This is the last time I have spoken with her which was the day of the incident on XX/XX/XXXX. XXXX has Been very stoic and rude in her text responses and refuses to take my calls. Instead of simply contacting her bank to trace where the XXXX transactions went to and file a fraudulent complaint she has refused to cooperate and it has caused serious unrest in my family because I am not sure whether or not shes involved. Her mother, XXXX XXXX, and my XXXX XXXX have promised to have XXXX file a fraud claim with her bank and provide records tracing her XXXX transaction since XX/XX/XXXX. I have not received one document to date from XXXX. For this reason she is identified in the police report that I filed for this incident. \n\n\n\nFor weeks I called Because I have not had any negative activity or issues at all with my bank accounts and because of my positive history of banking with Wells Fargo I was sure that this would be taken care of with brevity. I woke the next morning to find that the {$3000.00} had not been returned to my account and I called Wells Fargo and spoke with the kindest gentleman XXXX. At that point XXXX advised me that there was no record of the conversation that I referenced with the person XXXX and that it appeared that this had not been a Wells Fargo employee who contacted me. XXXX would go on to cancel both my affected savings and checking accounts, issue new bank account numbers and a new debit card. XXXX assured me that he was putting in for temporary credit of {$3100.00} to my account. He told me that it should be there by the end of business. I thanked XXXX, got off the line and waited until the next day, still no deposit. I continued to call back for days and, on XX/XX/XXXX, I was finally told by a manager after escalating the call that XXXX indeed had put in for the credit but that his manager had gone in behind him and canceled the request. I was told that there have been attempts to call me to advise me of this but there are no missed calls from Wells Fargo. Attempted calls just simply did not happen ... attempts to reach out to me just simply didn't happen. No one reached out to call me and advise me of anything at one of the most critical points for me financially that I faced in years. And all I needed was the support of my bank. Instead I got contentious, argumentative, nasty and snide behavior from a list of reps that I will also provide at the end of this email. \n\n\n\nI continued to escalate the call and spoke with XXXX in the ExecutivXXXX offices on XX/XX/XXXX. I asked XXXX for the documentation they had on the transaction. I was told it would take 30 days to received the \" proof of documentation. '' This went on until I received a letter on the XXXX stating that Wells Fargo declined the claim and stated that it was an authorized transaction for my phone. I have stayed it from the beginning that this was an unauthorized transaction. All three were unauthorized transactions from my account. I've stated this from the beginning. The only thing that I authorized was for XXXX to return my money and to be sent to me as reimbursement for the unauthorized XXXX sent to her. The major point here ... THESE WERE UNAUTHORIZED TRANSACTIONS AND I RECEIVED A CALL FROM A FRAUDULENT IMPOSTER POSING AS A WELLS FARGO EMPLOYEE WITH YOUR PROTOCOLS. I never initiated or attempted to send XXXX XXXX or XXXX XXXX funds. \n\n\n\nI continued to call and text XXXX for days even speaking with my aunts and I was promised that I would receive confirmation of where the funds were sent to and that she would set up a fraud transaction report with her bank. I never received anything from XXXX any information at all. At this point, it is the first of the month I am losing it because now I'm having to liquidate stocks to cover my overhead. I am due to start a new job XX/XX/XXXX after my Non-QM mortgage employer closed in XXXX, so this had a huge impact. \n\n\n\nStill, with no answers, I went to XXXX XXXX  on XXXX XXXX, and was told that it indeed appears the money was sent to XXXX and I received the XXXX notification for a XXXX account. While there I spoke with XXXX XXXXXXXX XXXX, Private Client Banker, who spent hours trying to get to the bottom of it. XXXX XXXX simply asked why XXXX would not come in or call in and set up a fraud trace on the XXXX transaction to \" my account ''. I advised her that XXXX refused and she stated that would be the only way for her to find out additional information. XXXX XXXX did set up a fraud report on a shell of a profile found in their system that I never set up, so someone did use my PII likely from my hacked phone to set up a XXXX  account because I used our old address. \n\n\n\nThe only source of any insight into the final resting place for the {$3000.00} is XXXX, who refuses to respond or look into the transaction so hopefully the police report will push that process along. \n\n\n\nLater I went to XXXX  and the representative, XXXX XXXX XXXX took a look at my phone to see if it had been hacked and to our horror, there were external devices installed onto my phone basically cloning all my activity. I received texts for apps like XXXX that they attempted to access and use. The thieves attempted to access everything. Under my settings there were shadow programs on my phone that had not been downloaded from the app store but were attached to my phone as phantom apps that only showed in black-and-white. The apps were for XXXX XXXX or access which I do not have access to download, and XXXX XXXX. The rep and I went on to deduce that the email address input into my Wells Fargo app was for XXXX which would likely correspond to the set up information for that XXXX XXXX account used to hack my XXXX. Yet Wells Fargo has done nothing to even look at that information and I've told everyone that I spoke to. My phone records for XX/XX/XXXX through the XXXX appear to be completely wiped from my call logs, so I will have to have the police officer request my phone records that pinged off the tower and I was given an XXXX number for that ( highlighted on XXXXXXXX  email ) and was told thats the only way that additional information can be provided on my calls during this period,. I'm waiting on the detective assigned to my case to request that. \n\nAttached, please find copies of the text message, ( 16 ), the email from XXXX and their contact information ( very helpful to speak with XXXX ), and the police report. The phone logs will follow. \n\nAdditional details. \n\nI requested documentation that was used to make the decision to not refund me for these XXXX transactions its labeled a Right to Documentation package that I requested on XXXX XX/XX/XXXX, and I just received it on XX/XX/XXXX. In this documentation the transaction that specifically took place on XX/XX/XXXX, the date of the scam fraud transactions, The information shows that the transactions were made from other states while I was sitting right here in my den in XXXX Georgia. I have bracketed all of the transactions that are of concern and would like to discuss these because there is no way that this could be correct Im showing that advisories they were new IP address and new devices were used to access my account with a Location change within 24 hours. There are failed fill password attempts, marked as enhanced failed password. The transaction cities are as follows XXXX XXXX, XXXX XXXX. XXXX, XXXX, Texas, XXXX Pennsylvania I mean wow I would need magical powers for the transaction attempts jump from state to state.city to city the same day! Please note the report indicates the following activity that clearly indicates fraud : a new IP address, a new city new New IP address location change XXXX hours new device new device another new device another new device This is proof of obvious fraud. I cant seem to get a callback from XXXX or anyone so its got a move to the next step because I need my money. I have attached pages of the report that are of concern please review and have someone contact me. XXXX. \n\nI opened my first 2 accounts with Wells Fargo in XXXX. I have not had any NSF ( 1 in error - overdraft from my savings account was not set up properly by the bank ). I have been an excellent account holder and I have no issues with my account that should red flag me. This was clearly fraud, and it was a slap in the face that, after years managing my account with an average balances of at least $ XXXX - $ XXXX, I stand here BANKING WHILE XXXX @ WELLS FARGO accused of lying and told in writing that I authorized these transactions. To add insult to injury, YOU HAVE A FRAUD WARNING NOW ON YOUR APP THAT WARNS ACCOUNT HOLDERS ABOUT THIS VERY SCAM. \n\nI need help. I need my money to pay my bills. I am liquidating stocks to hold me over so I am compounding the financial impact/injury as I am also due to close on my home by the end of XXXX. The security on my Wells Fargo accounts have been the worst I have experienced. I was a XXXX XXXX XXXXXXXX account holder for over 20 years and when faced with 1 fraud incident in that entire period, I felt totally supported by the bank and they walked me through with direction and suggestion. \n\nWells Fargo Bank has abandoned me ... I AM BANKING WHILE XXXX @ WELLS FARGO. I have been told by people like XXXX XXXX, \" to get it from your cousin, sister or whatever she is. '' I was spoken to as if I were some XXXX XXXX, not an account holder. XXXX cut me off and I could not speak during the call, and she repeatedly screamed at me on the call ( please review the call on XX/XX/XXXX ). The abject disregard, disrespect and sheer failure to perform her job has left me facing liquidation of my assets for yet another month, instead of my bank working with me to get to the bottom of it. The bank staff has failed me. Wells Fargo has failed me in a case that is clearly fraud to the police and all banking personnel I speak to in person with both Wells Fargo and XXXX. \n\nTHIS IS A CASE OF BANKING WHILE XXXX AT WELLS FARGO. The hang ups, the XXXX  slang and too familiar manner in which XXXX spoke to me, the way I was spoken down to... i never expected humiliation on top of the theft of funds I have experienced. I have been victimized yet again ... by Wells Fargo Bank. I will release a narrative with grave details of the recorded calls with your staff. I think you would find those cringe-worthy. Right now, I want to complete my concerns and do my all to get my money.","date_sent_to_company":"2022-10-07T08:43:51.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"30032","tags":null,"has_narrative":true,"complaint_id":"6060570","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-10-07T08:05:44.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The apps were for XXXX XXXX or access <em>which</em> I do not have access to download, and XXXX XXXX. The rep and I went on to deduce that the email address input into my Wells Fargo app was for XXXX <em>which</em> would likely correspond to the set up information for that XXXX XXXX account used to hack my XXXX. Yet Wells Fargo has done nothing to even look at that information and I've told everyone that I spoke to."]},"sort":[4.313485,"6060570"]},{"_index":"complaint-public-v1","_id":"7073501","_score":4.091569,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XXXX XXXX Main Office : XXXX XXXX XXXX, XXXX, GA XXXX XXXX XXXX : XXXX XXXX  XXXX, XXXX, GA XXXX XXXX XXXX : XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, GA XXXX ( XXXX ) XXXX RE : XXXX XXXX  ( XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX  ) XXXX XXXX Account : XXXX XXXX ACCOUNT : XXXX XXXX XXXX XXXXXXXX XXXX XXXX CASE XXXX PLEASE SEND THE COMPLAINT TO THE ABOVE XXXX  XXXX Dear Friend : In XX/XX/2022 I purchased a new HVAC home system for and all in finance cost of {$8.00}. I was informed by the XXXX  sales person that the equipment was being financed without interest. \n\nI was under the assumption that XXXX  would service and managed the relationship. \n\nUpon receiving my first billing invoice I was surprised that all customer service phone numbers and efforts to contact were Wells Fargo Bank retaIl credit servicing. IN FACT, IT WAS THE CREDIT CARD GROUP. \nI WAS NOT INFORMED THAT I WAS APPLYING FOR A WELLS FARGO LOAN OR CREDIT CARD. \n\nWells Fargo involvement was not disclosed previously I would not have finance a purchase with Wells Fargo due my previous experience of horrible service and consumer abuse. In addition, XXXX XXXX has a well documented history of customer fraud with XXXX XXXX  and other historically disadvantaged groups. \n\nI paid my first monthly payment with my XXXX XXXX XXXX in XXXX. When billed. In XXXX was surprised that the invoice classified my account as past due. \n\nUpon contacting Wells Fargo, because I could not find XXXX contact information, I discovered that my account had been classified as past due because Wells Fargo does the accept payments from XXXX XXXX. \n\nWhen. I made the XXXX payment, the XXXX XXXX card was not rejected nor was there a disclosure warning against bank card acceptance. \n\nThe remedies following : The removal of all late fees from my account. \nDisclosure of the effective interest rate embedded and principal balance. \nRestitution for failure to disclose Wells Fargo as the servicer and lender. \nLoan transfer solutions LEGAL CONSIDERATIONS : Wells Fargo Federal and XXXX XXXX XXXX violations STATE OF GEORGIA Every consumer loan transaction shall be pursuant to a written loan contract which may include a loan voucher, itemized statement of loan and charges, and disclosure statement. The loan contract shall be signed by the consumer and delivered to the consumer at the time it is executed by him or her. The loan contract shall be contained in a single document which may contain more than one page. \n\nSincerely, XXXX XXXX, CFA WELL FARGO WAS NOT DISCLOSED AS THE LENDER THE PRINCIPAL AND INTEREST RATE WAS NOT DISCLOSED WELLS FARGO FEDERAL VIOLATIONS 1026.18 Content of disclosures. \nFor each transaction other than a mortgage transaction subject to 1026.19 ( e ) and ( f ), the creditor shall disclose the following information as applicable : ( a ) Creditor. The identity of the creditor making the disclosures. \n( b ) Amount financed. The amount financed, using that term, and a brief description such as the amount of credit provided to you or on your behalf. The amount financed is calculated by : ( 1 ) Determining the principal loan amount or the cash price ( subtracting any downpayment ) ; ( 2 ) Adding any other amounts that are financed by the creditor and are not part of the finance charge ; and ( 3 ) Subtracting any prepaid finance charge. \n( c ) Itemization of amount financed. \n( 1 ) Except as provided in paragraphs ( c ) ( 2 ) and ( c ) ( 3 ) of this section, a separate written itemization of the amount financed, including : ( i ) The amount of any proceeds distributed directly to the consumer. \n( ii ) The amount credited to the consumer 's account with the creditor. \n( iii ) Any amounts paid to other persons by the creditor on the consumer 's behalf. The creditor shall identify those persons. The following payees may be described using generic or other general terms and need not be further identified : public officials or government agencies, credit reporting agencies, appraisers, and insurance companies. \n( iv ) The prepaid finance charge. \n( 2 ) The creditor need not comply with paragraph ( c ) ( 1 ) of this section if the creditor provides a statement that the consumer has the right to receive a written itemization of the amount financed, together with a space for the consumer to indicate whether it is desired, and the consumer does not request it. \n( 3 ) Good faith estimates of settlement costs provided for transactions subject to the Real Estate Settlement Procedures Act ( 12 U.S.C. 2601 et seq. ) may be substituted for the disclosures required by paragraph ( c ) ( 1 ) of this section.\n\n( d ) Finance charge. The finance charge, using that term, and a brief description such as the dollar amount the credit will cost you. \n( 1 ) Mortgage loans. In a transaction secured by real property or a dwelling, the disclosed finance charge and other disclosures affected by the disclosed finance charge ( including the amount financed and the annual percentage rate ) shall be treated as accurate if the amount disclosed as the finance charge : ( i ) Is understated by no more than {$100.00} ; or ( ii ) Is greater than the amount required to be disclosed. \n( 2 ) Other credit. In any other transaction, the amount disclosed as the finance charge shall be treated as accurate if, in a transaction involving an amount financed of {$1000.00} or less, it is not more than {$5.00} above or below the amount required to be disclosed ; or, in a transaction involving an amount financed of more than {$1000.00}, it is not more than {$10.00} above or below the amount required to be disclosed. \n( e ) Annual percentage rate. The annual percentage rate, using that term, and a brief description such as the cost of your credit as a yearly rate. For any transaction involving a finance charge of {$5.00} or less on an amount financed of {$75.00} or less, or a finance charge of {$7.00} or less on an amount financed of more than {$75.00}, the creditor need not disclose the annual percentage rate. \n( f ) Variable rate. \n( 1 ) Except as provided in paragraph ( f ) ( 3 ) of this section, if the annual percentage rate may increase after consummation in a transaction not secured by the consumer 's principal dwelling or in a transaction secured by the consumer 's principal dwelling with a term of one year or less, the following disclosures : ( i ) The circumstances under which the rate may increase.\n\n( ii ) Any limitations on the increase. \n( iii ) The effect of an increase. \n( iv ) An example of the payment terms that would result from an increase. \n( 2 ) If the annual percentage rate may increase after consummation in a transaction secured by the consumer 's principal dwelling with a term greater than one year, the following disclosures : ( i ) The fact that the transaction contains a variable-rate feature. \n( ii ) A statement that variable-rate disclosures have been provided earlier. \n( XXXX ) Information provided in accordance with 1026.18 ( f ) ( 2 ) and 1026.19 ( b ) may be substituted for the disclosures required by paragraph ( f ) ( 1 ) of this section. \n( g ) Payment schedule. Other than for a transaction that is subject to paragraph ( s ) of this section, the number, amounts, and timing of payments scheduled to repay the obligation.\n\n( 1 ) In a demand obligation with no alternate maturity date, the creditor may comply with this paragraph by disclosing the due dates or payment periods of any scheduled interest payments for the first year. \n( 2 ) In a transaction in which a series of payments varies because a finance charge is applied to the unpaid principal balance, the creditor may comply with this paragraph by disclosing the following information : ( i ) The dollar amounts of the largest and smallest payments in the series.\n\n( ii ) A reference to the variations in the other payments in the series.\n\n( h ) Total of payments. The total of payments, using that term, and a descriptive explanation such as the amount you will have paid when you have made all scheduled payments. In any transaction involving a single payment, the creditor need not disclose the total of payments.\n\n( i ) Demand feature. If the obligation has a demand feature, that fact shall be disclosed. When the disclosures are based on an assumed maturity of 1 year as provided in 1026.17 ( c ) ( 5 ), that fact shall also be disclosed. \n( j ) Total sale price. In a credit sale, the total sale price, using that term, and a descriptive explanation ( including the amount of any downpayment ) such as the total price of your purchase on credit, including your downpayment of $ __. The total sale price is the sum of the cash price, the items described in paragraph ( b ) ( 2 ), and the finance charge disclosed under paragraph ( d ) of this section.\n\n( k ) Prepayment.\n\n( 1 ) When an obligation includes a finance charge computed from time to time by application of a rate to the unpaid principal balance, a statement indicating whether or not a charge may be imposed for paying all or part of a loan 's principal balance before the date on which the principal is due.\n\n( 2 ) When an obligation includes a finance charge other than the finance charge described in paragraph ( k ) ( 1 ) of this section, a statement indicating whether or not the consumer is entitled to a rebate of any finance charge if the obligation is prepaid in full or in part.\n\n( l ) Late payment. Any dollar or percentage charge that may be imposed before maturity due to a late payment, other than a deferral or extension charge.\n\n( m ) Security interest. The fact that the creditor has or will acquire a security interest in the property purchased as part of the transaction, or in other property identified by item or type.\n\n( n ) Insurance and debt cancellation. The items required by 1026.4 ( d ) in order to exclude certain insurance premiums and debt cancellation fees from the finance charge.\n\n( o ) Certain security interest charges. The disclosures required by 1026.4 ( e ) in order to exclude from the finance charge certain fees prescribed by law or certain premiums for insurance in lieu of perfecting a security interest.\n\n( p ) Contract reference. A statement that the consumer should refer to the appropriate contract document for information about nonpayment, default, the right to accelerate the maturity of the obligation, and prepayment rebates and penalties. At the creditor 's option, the statement may also include a reference to the contract for further information about security interests and, in a residential mortgage transaction, about the creditor 's policy regarding assumption of the obligation.\n\n( q ) Assumption policy. In a residential mortgage transaction, a statement whether or not a subsequent purchaser of the dwelling from the consumer may be permitted to assume the remaining obligation on its original terms.\n\n( r ) Required deposit. If the creditor requires the consumer to maintain a deposit as a condition of the specific transaction, a statement that the annual percentage rate does not reflect the effect of the required deposit. A required deposit need not include, for example : ( 1 ) An escrow account for items such as taxes, insurance or repairs ; ( 2 ) A deposit that earns not less than 5 percent per year; or ( 3 ) Payments under a Morris Plan.\n\n( s ) Interest rate and payment summary for mortgage transactions. For a closed-end transaction secured by real property or a dwelling, other than a transaction that is subject to 1026.19 ( e ) and ( f ), the creditor shall disclose the following information about the interest rate and payments : ( 1 ) Form of disclosures. The information in paragraphs ( s ) ( 2 ) - ( 4 ) of this section shall be in the form of a table, with no more than five columns, with headings and format substantially similar to Model Clause H-4 ( E ), H-4 ( F ), H-4 ( G ), or H-4 ( H ) in appendix H to this part. The table shall contain only the information required in paragraphs ( s ) ( 2 ) - ( 4 ) of this section, shall be placed in a prominent location, and shall be in a minimum 10-point font.\n\n( 2 ) Interest rates ( i ) Amortizing loans.\n\n( A ) For a fixed-rate mortgage, the interest rate at consummation.\n\n( B ) For an adjustable-rate or step-rate mortgage : ( 1 ) The interest rate at consummation and the period of time until the first interest rate adjustment may occur, labeled as the introductory rate and monthly payment ; ( 2 ) The maximum interest rate that may apply during the first five years after the date on which the first regular periodic payment will be due and the earliest date on which that rate may apply, labeled as maximum during first five years ; and ( 3 ) The maximum interest rate that may apply during the life of the loan and the earliest date on which that rate may apply, labeled as maximum ever.\n\n( C ) If the loan provides for payment increases as described in paragraph ( s ) ( 3 ) ( i ) ( B ) of this section, the interest rate in effect at the time the first such payment increase is scheduled to occur and the date on which the increase will occur, labeled as first adjustment if the loan is an adjustable-rate mortgage or, otherwise, labeled as first increase.\n\n( ii ) Negative amortization loans. For a negative amortization loan : ( A ) The interest rate at consummation and, if it will adjust after consummation, the length of time until it will adjust, and the label introductory or intro ; ( B ) The maximum interest rate that could apply when the consumer must begin making fully amortizing payments under the terms of the legal obligation ; ( C ) If the minimum required payment will increase before the consumer must begin making fully amortizing payments, the maximum interest rate that could apply at the time of the first payment increase and the date the increase is scheduled to occur ; and ( D ) If a second increase in the minimum required payment may occur before the consumer must begin making fully amortizing payments, the maximum interest rate that could apply at the time of the second payment increase and the date the increase is scheduled to occur.\n\n( iii ) Introductory rate disclosure for amortizing adjustable-rate mortgages. For an amortizing adjustable-rate mortgage, if the interest rate at consummation is less than the fully-indexed rate, placed in a box directly beneath the table required by paragraph ( s ) ( 1 ) of this section, in a format substantially similar to Model Clause H-4 ( I ) in appendix H to this part : ( A ) The interest rate that applies at consummation and the period of time for which it applies ; ( B ) A statement that, even if market rates do not change, the interest rate will increase at the first adjustment and a designation of the place in sequence of the month or year, as applicable, of such rate adjustment ; and ( C ) The fully-indexed rate.\n\n( 3 ) Payments for amortizing loans ( i ) Principal and interest payments. If all periodic payments will be applied to accrued interest and principal, for each interest rate disclosed under paragraph ( s ) ( 2 ) ( i ) of this section : ( A ) The corresponding periodic principal and interest payment, labeled as principal and interest ; ( B ) If the periodic payment may increase without regard to an interest rate adjustment, the payment that corresponds to the first such increase and the earliest date on which the increase could occur ; ( C ) If an escrow account will be established, an estimate of the amount of taxes and insurance, including any mortgage insurance or any functional equivalent, payable with each periodic payment ; and ( D ) The sum of the amounts disclosed under paragraphs ( s ) ( 3 ) ( i ) ( A ) and ( C ) of this section or ( s ) ( 3 ) ( i ) ( B ) and ( C ) of this section, as applicable, labeled as total estimated monthly payment.\n\n( ii ) Interest-only payments. If the loan is an interest-only loan, for each interest rate disclosed under paragraph ( s ) ( 2 ) ( i ) of this section, the corresponding periodic payment and : ( A ) If the payment will be applied to only accrued interest, the amount applied to interest, labeled as interest payment, and a statement that none of the payment is being applied to principal ; ( B ) If the payment will be applied to accrued interest and principal, an itemization of the amount of the first such payment applied to accrued interest and to principal, labeled as interest payment and principal payment, respectively ; ( C ) The escrow information described in paragraph ( s ) ( 3 ) ( i ) ( C ) of this section ; and ( D ) The sum of all amounts required to be disclosed under paragraphs ( s ) ( 3 ) ( ii ) ( A ) and ( C ) of this section or ( s ) ( 3 ) ( ii ) ( B ) and ( C ) of this section, as applicable, labeled as total estimated monthly payment.\n\n( 4 ) Payments for negative amortization loans. For negative amortization loans : ( i ) ( A ) The minimum periodic payment required until the first payment increase or interest rate increase, corresponding to the interest rate disclosed under paragraph ( s ) ( 2 ) ( ii ) ( A ) of this section ; ( B ) The minimum periodic payment that would be due at the first payment increase and the second, if any, corresponding to the interest rates described in paragraphs ( s ) ( 2 ) ( ii ) ( C ) and ( D ) of this section ; and ( C ) A statement that the minimum payment pays only some interest, does not repay any principal, and will cause the loan amount to increase ; ( ii ) The fully amortizing periodic payment amount at the earliest time when such a payment must be made, corresponding to the interest rate disclosed under paragraph ( s ) ( 2 ) ( ii ) ( B ) of this section ; and ( iii ) If applicable, in addition to the payments in paragraphs ( s ) ( 4 ) ( i ) and ( ii ) of this section, for each interest rate disclosed under paragraph ( s ) ( 2 ) ( ii ) of this section, the amount of the fully amortizing periodic payment, labeled as the full payment option, and a statement that these payments pay all principal and all accrued interest.\n\n( 5 ) Balloon payments.\n\n( i ) Except as provided in paragraph ( s ) ( 5 ) ( ii ) of this section, if the transaction will require a balloon payment, defined as a payment that is more than two times a regular periodic payment, the balloon payment shall be disclosed separately from other periodic payments disclosed in the table under this paragraph ( s ), outside the table and in a manner substantially similar to Model Clause H-4 ( J ) in appendix H to this part.\n\n( ii ) If the balloon payment is scheduled to occur at the same time as another payment required to be disclosed in the table pursuant to paragraph ( s ) ( 3 ) or ( s ) ( 4 ) of this section, then the balloon payment must be disclosed in the table.\n\n( 6 ) Special disclosures for loans with negative amortization. For a negative amortization loan, the following information, in close proximity to the table required in paragraph ( s ) ( 1 ) of this section, with headings, content, and format substantially similar to Model Clause H-4 ( G ) in appendix H to this part : ( i ) The maximum interest rate, the shortest period of time in which such interest rate could be reached, the amount of estimated taxes and insurance included in each payment disclosed, and a statement that the loan offers payment options, two of which are shown.\n\n( ii ) The dollar amount of the increase in the loan 's principal balance if the consumer makes only the minimum required payments for the maximum possible time and the earliest date on which the consumer must begin making fully amortizing payments, assuming that the maximum interest rate is reached at the earliest possible time.\n\n( 7 ) Definitions. For purposes of this 1026.18 ( s ) : ( i ) The term adjustable-rate mortgage means a transaction secured by real property or a dwelling for which the annual percentage rate may increase after consummation.\n\n( ii ) The term step-rate mortgage means a transaction secured by real property or a dwelling for which the interest rate will change after consummation, and the rates that will apply and the periods for which they will apply are known at consummation.\n\n( iii ) The term fixed-rate mortgage means a transaction secured by real property or a dwelling that is not an adjustable-rate mortgage or a step-rate mortgage.\n\n( iv ) The term interest-only means that, under the terms of the legal obligation, one or more of the periodic payments may be applied solely to accrued interest and not to loan principal ; an interest-only loan is a loan that permits interest-only payments.\n\n( v ) The term amortizing loan means a loan in which payment of the periodic payments does not result in an increase in the principal balance under the terms of the legal obligation ; the term negative amortization means payment of periodic payments that will result in an increase in the principal balance under the terms of the legal obligation ; the term negative amortization loan means a loan, other than a reverse mortgage subject to 1026.33, that provides for a minimum periodic payment that covers only a portion of the accrued interest, resulting in negative amortization.\n\n( vi ) The term fully-indexed rate means the interest rate calculated using the index value and margin at the time of consummation.\n\n( t ) No-guarantee-to-refinance statement ( 1 ) Disclosure. For a closed-end transaction secured by real property or a dwelling, other than a transaction that is subject to 1026.19 ( e ) and ( f ), the creditor shall disclose a statement that there is no guarantee the consumer can refinance the transaction to lower the interest rate or periodic payments.\n\n( 2 ) Format. The statement required by paragraph ( t ) ( 1 ) of this section must be in a form substantially similar to Model Clause H-4 ( K ) in appendix H to this part.\n\nGA R & R Department 80 Chapter 80-14 Subject 80-14-5 Subject 80-14-5 DISCLOSURE, CHARGES, AND MISCELLANEOUS Rule 80-14-5-.01 Loan Contract, Disclosures, and Limitations ( 1 ) Loan Contract ; Contents.\n\n( a ) Every consumer loan transaction shall be pursuant to a written loan contract which may include a loan voucher, itemized statement of loan and charges, and disclosure statement. The loan contract shall be signed by the consumer and delivered to the consumer at the time it is executed by him or her. The loan contract shall be contained in a single document which may contain more than one page. Printed terms shall be printed in at least six-point standard type.\n\n( b ) In connection with every consumer loan transaction, the consumer shall be furnished a written itemized statement in clear terms and easily understood language which shall show the following : the transaction date, a description of the subject matter and amount of the transaction, a description of the collateral, if any, securing the consumer 's obligations ; the identity and address of the consumer and the identity and address of the creditor ; a schedule of the payments ; the amount of the actual cash advanced to or on behalf of the consumer ; the amount of each class of insurance carried and the premium paid thereon, stated separately for each class of insurance ; and an itemization of the exact amount of the interest, fees, and other charges, if any, showing each element thereof.\n\n( c ) The loan contract shall include immediately above the place for the signature for the parties the following notice : NOTICE TO CONSUMER 1. Do not sign this agreement if it contains any blank spaces.\n\n2. You are entitled to an exact copy of all papers you signed.\n\n3. You have the right at any time to pay in advance the full amount due under this agreement and under certain conditions to obtain a partial refund of the interest charges.\n\n4. If credit life insurance is required, you have the right to purchase either level term life insurance or reducing term life insurance coverage.\n\n5. You are not required to purchase noncredit insurance as a condition of obtaining this loan.\n\n( d ) The creditor shall furnish the consumer with an exact copy of the loan contract including any loan voucher, itemized statement of loan charges, and disclosure statement after the agreement has been signed.\n\n( e ) With respect to every installment loan transaction, the creditor shall, at the time of the transaction, furnish to the consumer a written statement of the maximum number of payments required, the amount of such payments, and the exact due dates upon which each payment is due. The maximum number of payments and the amount and date of such payments need not be separately listed if the payments are stated in terms of a series of scheduled amounts.\n\n( 2 ) The following practices are prohibited in the making of an installment loan pursuant to the Georgia Installment Loan Act : ( a ) Blank Agreements. Every contract evidencing an installment loan transaction shall be completed as to all essential provisions prior to the signing thereof by the parties. No licensee shall induce, encourage, or otherwise permit the consumer to sign a contract containing blank spaces. Blank spaces inapplicable to a transaction must be completed in a manner which reveals their inapplicability.\n\n( b ) Negotiable Instruments. No licensee shall take or otherwise arrange for the consumer to sign an instrument payable \" to order '' or \" to bearer '', other than a check, as evidence of the credit obligation of the consumer in an installment loan transaction.\n\n( c ) Balloon and Irregular Payments. Except for single payment loans, no licensee shall enter into a contract which contains or anticipates a schedule of payments under which the final payment exceeds the amount of any other payment by more than {$1.00}. A single payment loan shall be repayable on terms not to exceed ninety ( 90 ) days. All other installment payments shall be scheduled at regular intervals in equal amounts. Notwithstanding the requirement that payments be made at regular intervals for all loans except for single payment loans, the initial payment on an installment loan shall be due within a period not to exceed forty-five ( 45 ) days from the date on which the loan is made but no sooner than the regular interval for all other installment loan payments.\n\n( d ) Multiple Agreements to the following extent : ( i ) No authorized location of a licensee shall engage in any activity in connection with an installment loan by use of multiple agreements or otherwise as a result of which the authorized location of a licensee charges, contracts for, or receives any other or further amount in connection with an installment loan than that authorized by law for a single loan of a comparable amount.\n\n( ii ) No authorized location of a licensee shall split a consumer loan into separate agreements by spouses if as a result thereof the authorized location of a licensee charges, contracts for, or receives any other or further amount in connection therewith than as authorized by law for a single loan of a comparable amount ; provided, however, that the authorized location of a licensee may make an installment loan to spouses jointly and severally if such loans do not arise out of substantially the same transaction.\n\n( e ) Non-Judicial Enforcement. Notwithstanding any other provision of law, no term of an agreement shall constitute authorization for a licensee to take possession of collateral by other than legal process unless such authorization is clearly, prominently and conspicuously disclosed to the consumer immediately above the place for his signature on the loan agreement or as an addition to the \" NOTICE TO CONSUMER '' specified in subsection ( 1 ) ( c ) of this Rule.\n\n( 3 ) Insurance Permitted.\n\n( a ) With respect to any installment loan transaction, the licensee shall not require any insurance other than insurance covering the loss of or damage to any property in which the creditor is given a security interest. Credit life and credit accident and sickness insurance if required by the licensee, may be provided by the licensee through an insurer authorized to issue such insurance in this State.\n\n( b ) If a licensee requires any insurance permitted under subsection ( 1 ) above in any consumer loan transaction, the consumer shall be given written notice of the option of providing such insurance through an existing policy or a policy independently obtained and paid for by the consumer. If the licensee requires credit life insurance, the licensee shall give the consumer written notice of the consumer 's right to choose either level term life insurance or reducing term life insurance coverage. The licensee may for reasonable cause before credit is extended decline the insurance provided by the consumer.\n\n( c ) Any insurance offered by an installment lender licensee shall comply with any and all applicable insurance laws and regulations.\n\n( 4 ) Discharge of Security Interests. When the consumer is indebted to a particular licensee for two or more consumer loans, any security interest held by such licensee for any particular loan shall be discharged when the loan for which the security interest is held is paid irrespective of indebtedness to the licensee by the consumer on other outstanding installment loans. As a general rule, security interests in terms of property shall terminate as the debt originally incurred with respect to each item is paid and in the case of the consolidation of two or more installment loans or any circumstances in which the general rule is not followed, the licensee may be required by the Department to show that his conduct with respect to such loan transactions was just, fair and reasonable. For the purposes of this Rule, the renewal of a consumer loan shall not be deemed to be payment thereof.\n\n( 5 ) Electronic Transactions Permitted. The provisions of the Uniform Electronic Transactions Act, O.C.G.A. 10-12-1et seq., applies to loans made pursuant to the Georgia Installment Loan Act. Nothing in the Act or the Department 's rules shall be construed as prohibiting installment loans from being originated or closed remotely by a licensee.\n\n( 6 ) Other Purchases. If any loan within the Act is made in conjunction with the provision of any item, service, or commodity incidental to the advancement of funds, or if any other element is introduced into the transaction at the expense of the consumer, then the licensee shall provide to the consumer a separate written disclosure statement. The disclosure statement shall disclose, in no smaller than twelve-point type, the following : ( a ) That the consumer does not have to purchase any such item, service, or commodity, or pay for such element, in order to obtain the loan.\n\n( b ) The cost to the consumer of any such purchase or element.\n\n( c ) The disclosure statement shall contain the consumer 's signed acknowledgement of the consumer 's understanding that such purchase or element is not required and of the specific cost to the borrower for each such item, service, commodity, or element.\n\n( d ) A copy of the signed document shall be provided to the borrower, and the licensee shall retain the original in the loan file.\n\n( 7 ) Receipt. Each consumer shall be provided with a written receipt for each cash payment made showing the licensee 's name on record with the Department, the applicable loan number, the date of the payment, and the dollar amount of the payment.\n\nRule 80-14-5-.02 Maintenance Charges ( 1 ) The following terms shall have the following meaning as used in this Rule unless a different meaning or construction is clearly required by the context : ( a ) '' Earned maintenance charges '' shall mean those maintenance charges which are applicable to those months in the term of the loan contract in which the loan has been maintained by the licensee for a period of time of one ( 1 ) or more complete months. Such earned maintenance charges shall be determined by multiplying the total number of months in the term of the loan contract in which the loan has been maintained by the licensee by the amount of the maintenance charge authorized under O.C.G.A. 7-3-11.\n\n( b ) '' Maintenance charges '' shall mean charges by a licensee for maintaining a loan for a period of one or more months in accordance with the provisions of O.C.G.A. 7-3-11 and this Rule.\n\n( c ) '' Month '' shall mean a complete calendar month for all loans whose contract begins as of the first day of th","date_sent_to_company":"2023-07-13T17:37:25.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"30328","tags":"Older American","has_narrative":true,"complaint_id":"7073501","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-06-05T21:45:20.000Z","state":"GA","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":["<em>covers</em> only a portion of the accrued interest, resulting in negative amortization"]},"sort":[4.091569,"7073501"]},{"_index":"complaint-public-v1","_id":"2759570","_score":3.271515,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint and web article is an update from XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX To XXXX. XXXX : Stop Playing Games. Turn over the keys! \nAs Standing Trustee, You ALONE, are Responsible for all Matters Related to Our Assets & Property. To Not Comply is in Defiance of Federal & State Laws! \n\nTO : XXXX XXXX XXXX, Chief Executive Officer XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n\nXXXX, NC XXXX WARNING! \n\n\n\n\n\nTAKE HEED Who is Liable? \n\n\n\n\n\n\n\nAccording to Federal and State Municipal and Local Statutory Laws and Codes, that would be : YOU! \n\n\n\n\n\n\n\nBecause your subordinates can not be used as a shield to hide you from your legal transgressions. \n\n\n\n( XXXX XXXX XXXX, XXXX XXXX XXXX Assistant Vice President/Trustee XXXX XXXX : Assistant Vice President, Beneficiary, Bank of America, as \" Servicer '' XXXX XXXX? Mortgage Complaint Resolution ) Legal Sins that continuously and continually are causing the loss of XXXX XXXX and property. \n\n\n\n\n\n\nAt a compounding cost of countless dollars and holdings. \n\n\n\n\n\n\n\n\n\nBut not without financial and legally grave consequences. \n\n\n\n\n\n\n\nBoth Civil and Criminal \" Civil Cases vs. Criminal Cases - Key Differences Civil cases usually involve private disputes between persons or organizations. Criminal cases involve an action that is considered to be harmful to society as a whole. Below is a comparison of the key differences between civil and criminal cases. '' ( XXXX XXXX XXXX ) '' For you, it 's the calm before the storm. \n\n\n\n\n\n\n\n\n\nI need those keys, or you 'll be forced out of seclusion by my rightful and legally permitted plan of action. \n\n\n\n\n\n\n\nI will change the lock ( which I planned to do anywy ) and move in without further notice. \n\n\n\n\n\n\n\nAND ... ..who 'll take the punitive damages liability, the penalty and criminal code punishment if my efforts to extend an Olive Branch to Bank of America falls through? \n\n\n\n\n\n\n\nThe Bank of America Board Chair and CEO, that 's whom. \n\n\n\n\n\n\n\n\n\nI 've requested the keys to XXXX XXXX XXXX XXXX XXXX , CA , but no more. \n\n\n\n\n\n\n\nNow, I 'm demanding them AND QUICK! \n\n\n\n\n\n\n\n\n\nEspecially since learning that the CEO has the ability to hand over those keys because he has first hand access to the property. \n\n\n\n\n\n\n\n\n\n\n\nI will start by confronting you on your tactics, the same asXXXX XXXX XXXX, United States Senator, as he did relative to Bank of America, or should I say, \" your '' Swipe Fees? \n\n\n\n\n\n\n\n\n\n\n\n\" First, there is no evidence that your bank could not continue to offer debit cards profitably just with the revenue you will receive under the generous maximum interchange fee rates that the Federal Reserve has established. The Fed found that it costs a bank on average around 7 cents to conduct a debit transaction, and likely far less for a bank with your economies of scale.\n\nUnder the Feds rule you will be allowed to profit handsomely by collecting around 24 cents per transaction. Your decision to charge a new monthly debit fee is an overt attempt to make even more profit off the backs of your customers. \n\n\n\nSecond, I am aware that you and your industry seek to blame swipe fee reform, which I drafted and Congress enacted, for your decision to raise fees on your customers. However, this justification does not add up. According to industry analysts your bank has 38.7 million debit cardholders. Assuming that these cardholders remain your customers and pay your new {$5.00} dollar fee, Bank of America will make an estimated {$2.00} billion annually from this fee on top of the enormous profit it will already receive under the Feds swipe fee rates. \n\n\n\nYet you recently claimed in an SEC filing that the revenue impact of swipe fee reform on your bank would be significantly less than {$2.00} billion - even if the Fed had set a XXXX cent cap rather than the XXXX cent cap they established. It appears that your new fee will result in another windfall for your bank with swipe fee reform as an excuse. \n\n\n\nI challenge you to prove otherwise. \n\n\n\n\n\nThe American people deserve to know the real story about the swipe fee system and the way big banks have colluded to profit excessively at the expense of our nations businesses and consumers. Debit and credit card swipe fees generate billions for your bank each year. But you did not earn these fees by bettering your competitors in a free market, which is how Main Street businesses have to make their money. \n\n\n\nRather, you earned these billions because the Visa and MasterCard duopoly fixed the same high swipe fee rates for your bank that they did for every other bank, thereby immunizing this revenue stream from competitive pressures that would hold fees at a reasonable level. \n\n\n\nNow that the truth about the anti-competitive swipe fee system has been exposed and the process of reform has begun, banks like yours are desperately looking to keep the money flowing like it did in the past. \n\n\n\nAnd as your new fee demonstrates, you are now looking for ways to make even more lucrative profits off of debit cards than you did before. I do not think your customers will be fooled by this. '' The \" American People '' and I, deserve and demand to know why you 're paying lip service to the approval and recording of a \" Clear Title '' Document. \n\n\n\n\n\n\n\nA Reconveyance indigenous to our referenced property that you knew full well and acknowledged. \n\n\n\n\n\n\n\nThat which already has been evident since XX/XX/XXXX, thanks to a Court Ordered Discharge Decree ofa Chapter XXXX Judge and Trustee. \n\n\n\n\n\n\n\nEspecially in light of your Mortgage racketeering history. \n\n\n\n\n\n\n\n\n\nFirst, it was countrywide Loans, CEOXXXX XXXX XXXX illegally concocted a false claim of ownership, even though we never successfully contracted any agreement with that Company. \n\n\n\n\n\n\n\nWhile under your Trusteeship, XXXX XXXX XXXX and XXXX XXXX joined XXXX XXXX XXXX in a racket to swindle us of possession of our property. \n\n\n\n\n\n\n\nThis charade occurring fewer than two months before we were unceremoniously kicked out of property that you personally declared us as owners, \" Under Penalty of Perjury. '' \" Bank of America tops list of mortgage complaints by borrowers The lender has accounted for 30 % of complaints to the Consumer Financial Protection Bureau, with two-thirds of them involving modifications. \n\nXX/XX/XXXX|By XXXX XXXX XXXX XXXX XXXX XXXX XXXX Bank of America noted that the bureau 's website shows 98 % of the problems ( XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX. , which handles customer service on about 15 % of U.S. home loans, has accounted for 30 % of the mortgage complaints logged by the Consumer Financial Protection Bureau , according to a new database made public by the federal watchdog. \n\n\n\nThe level of customer discontent far greater than at home-lending rivals XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX reflects BofA 's struggles since its XX/XX/XXXX acquisition of XXXX XXXX XXXX. \n\n\n\nin XXXX. Countrywide had become the No. 1 mortgage firm by specializing in subprime and other high-risk loans. \n\nBofA, which has recorded tens of billions of dollars in losses on Countrywide loans, was the object of 15,136 mortgage complaints since XX/XX/XXXX,  when the consumer bureau began taking complaints about home loans. \n\n\nThe bank noted that the bureau 's website shows that 98 % of the problems have been resolved. '' The way it looks to me, XXXX XXXX XXXX, has assumed possession of the house XXXX XXXX XXXX Stole from XXXX XXXX & XXXX XXXX on XX/XX/XXXX. \n\n\n\n\n\nIn essence, that makes you the succeeding Swindler. \n\n\n\n\n\n\n\nThat means for each day you withhold possession from us, the more for which you shall answer. \n\n\n\n\" California Theft / Larceny Law Theft ( also calledlarceny ) is a crime against property in California. To provetheft, a prosecutor must establish the defendant 's intent to permanently take or withhold the property owner 's possession or right to the property -- in other words, thespecific intent to steal. Theft can take on many forms depending on the type of property taken as it can involve : Personal property ; Money ; Real property ; or The value of labor or services. \n\n\nCalifornia Code, Penal Code - PEN 484 | '' \" XXXX XXXX XXXX Announces Upsize and Pricing of Public Offering of Common Shares XX/XX/XXXX XXXX XXXX  Eastern Standard Time A story in XXXX, says that several Bank and Mortgage Company CEO 's have \" bought out '' XXXX XXXX, the thief who stole XXXX. \n\n\" Sometimes, it can take place entirely without the owner 's knowledge. However, theft can also occur where an owner entrusts property to another for a temporary or ongoing purpose and the recipient then fails to return the property when due. \n\n\nTheft is either classified as petty theft or grand theft in California, a difference that depends on the value of the property. Generally, grand theft exists where the property is valued above {$950.00}, but there are some exceptions, such as where the property is taken from the victim 's person or where the property taken consists of a firearm. '' XXXX XXXX XXXX  '' Or, put another way ; received Stolen Goods `` Receiving Stolen Property What Does It Mean to \" Receive Stolen Property ''? \n\n\nReceiving stolen property is acrime to purchase or accept property that you know or believe was obtained through theft.The crime is separate from robbery, extortion, or theft.Receiving stolen property is a crime in order to deter people from aiding or rewarding thieves by buying stolen property, concealing stolen property, and to deter theft in general. \n\n\n\nReceiving stolen propertymay be a misdemeanor or felony. '' This is in reference to Our home, our assetsin particular, and a plantation of homes in general. \n\n\n\" In order to be convicted of receiving stolen property, the prosecution must show Property Was In Fact Stolen : In order to be convicted of a receipt of stolen property, the property must actually be in a stolen status. \n\nThis means that the police can not set up the defendant to receive the stolen property just to bust him or her. \n\nKnowledge : The defendant must have knowledge that the property was stolen, or should have known, that the property was stolen Intent to Defraud Owner : The defendant had intent to deprive the owner of his or her property, such as by keeping it, selling it, or giving it away to another party. '' XXXX \" owned '' XXXX XXXX, which now is in the hands of several racketeers. \n\n\nAs in the house he stole from us, we have Proof Of Reconveyance, from a Court Ordered Discharge and several CEO 's. \n\n\n\nAmong them, you, as XXXX XXXX XXXX, Bank ofAmerica. \n\n\n\nHard to extend an Olive Branch to a CEO whose Vice Presidents recorded a Deed on behalf of my spouse and yours truly, and then you assume liability Trusteeship of the house ( s ) XXXX swiped. \n\n\n\n\" XXXX XXXX, BofA XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX and XXXX XXXX XXXX XXXX XXXX are joint book-running managers for the offering, and XXXX XXXX XXXX is a co-manager for the offering. '' \" U.S. CodeTitle 18Part IChapter 31 641 18 U.S. Code 641 - Public money, property or records prev |next Whoever embezzles, steals, purloins, or knowingly converts to his use or the use of another, or without authority, sells, conveys or disposes of anyrecord, voucher, money, or thing of value of theUnited Statesor of any department or agency thereof, or any property made or being made under contract for theUnited Statesor any department or agency thereof ; or Whoever receives, conceals, or retains the same with intent to convert it to his use or gain, knowing it to have been embezzled, stolen, purloined or converted Shall be fined under this title or imprisoned not more than ten years, or both ; but if thevalueof such property in the aggregate, combining amounts from all the counts for which the defendant is convicted in a single case, does not exceed the sum of {$1000.00}, he shall be fined under this title or imprisoned not more than one year, or both. '' In some states, according to \" XXXX XXXX. XXXX, '' the prosecution must show that you intended to aid the thief by purchasing or accepting the stolen property. \n\n\nSome states also differentiate between receiving and possessing stolen property. \n\n\nWell, if we do n't get the keys to the house, or we encounter resistance when we move in, or fail to acquirewritten and literal assistance to repossess the premises, that 's the direct link to the receiving of stolen property. \n\n\n\" XXXX, Ariz. -- ( XXXX XXXX ) -- XXXX XXXX XXXXXXXX ( XXXX : XXXX ) ( the Company ) announced today that it priced its underwritten public offering of 20,076,891 of its  common shares at a public offering price of {$32.00} per share. \n\nThe Company is offering 9,600,000 of its common shares, according toXXXX, which it says was upsized from the previously announced 8,000,000 common shares, and the selling shareholders are offering 10,476,891 common shares. '' The gross proceeds to the Company, says the article, will be {$310.00} million. \n\n\nThe Company will not receive any proceeds, it says, from the offering of common shares by the selling shareholders. \n\n\n\" The Company and certain of the selling shareholders have granted the underwriters a 30-day option to purchase up to an additional 1,505,465 common shares and 1,506,068 common shares from the Company and such selling shareholders, respectively, at the public offering price. \n\nThe offering is expected to close on XX/XX/XXXX, subject to customary closing conditions. '' By proxy of their lingering partnership in Criminal Foreclosures and other Illegal rackets, You, Bank of America CEO XXXX XXXX XXXX are joined at the hip with all the operatives named in the purchase and sale by XXXX XXXX. \n\n\" What If I Did Not Know That the Property Was Stolen? '' The answer : Bank of America is the Trustee So if my spouse an me, as owners possession of the property, then it 's stolen. \n\n\n\n\" The key factor between receiving and possessing stolen property is the timing of the knowledge that it was stolen. If the person receiving the property knew it was stolen at the time of acquisition, then the person is guilty. If the person discovered the property was stolen after accepting it, but still intends to keep it or use it for a dishonest purpose ( such as selling it to someone else ), then the person is guilty of possessing stolen property. '' Because XXXX knows his act of forgery, fraud and embezzlement have caught up to him. \n\n\n\nXXXX has said he wanted out, and now, out he goes. \n\n\n\" Trump friend XXXX XXXX cashes out of XXXX XXXX XXXX '' And just as your swipe fees caught up to you, your actions and racketeering on real estate issues are catching up too. \n\n\n\n\n\n\" Analysts have noted that the real rationale behind your new debit fee is likely not to cover debit processing costs ( which are minimal and easily covered by the Feds generous rule ) but rather to push more consumers to use credit cards whose swipe fees are still unregulated and far exceed debit swipe fees. But here competition will help provide an important check. \n\n\n\nWhen drafting my legislation I anticipated that banks would push consumers toward credit cards so I included a provision allowing merchants to offer discounts for debit versus credit. This provision will help consumers at the cash register and also will constrain your and other big banks efforts to steer customers toward credit cards with all their attendant tricks and traps. \n\n\n\nYour banks spokespeople and advocates have argued strenuously that I am responsible for your decision to charge this new fee on all but your wealthiest customers. In response to this I will simply point out that my legislation was enacted in XX/XX/XXXX. In XX/XX/XXXX, the XXXX XXXX XXXX reported that your bank was preparing new fees on basic banking services for XX/XX/XXXX and that Bank of America customers who only want a low-volume checking account will likely be asked to pay for it. \n\n\n\n( End is Seen to Free CheckingXXXX XXXX XXXX XXXX, XX/XX/XXXX ). In other words, it is on the record that your bank was preparing new fees just like this one well before swipe fee reform became law. '' https : //www.durbin.senate.gov/newsroom/press-releases/letter-to-bank-of-america-ceo-XXXX. '' So now, Bank of America, as Trustee, has no defense for not coming up with those keys. \n\n\n\n\n\n\n\nEssentially, the Bank CEO has been left holding the Bag by XXXX, as he knows that his Trustee Deed ( s ) Upon Sale, used to steal these homes, are all fraudulent. \n\n\n\n\" What are the Possible Consequences of Receiving Stolen Property? \n\n\nReceipt of stolen property is categorized as a \" wobbler '' meaning that the charge can be a felony or misdemeanor. A charge for a receipt of stolen property charge depends on the value of the property at issue. If the property has a high value, the defendant would be charged a felony. If the property value is low, the defendant would be charged as a misdemeanor. If you are found guilty, the court may do any or all of the following : Imprisonment Restitution Fines ( depending on the value of the property ) Probation '' \" Swipe fee reform is merely your latest excuse for jacking up consumer fees, just like the troubled economy was your excuse in XX/XX/XXXX( Banks Boost Customer Fees to Record HighsXXXX XXXX XXXX XXXX, XX/XX/XXXX ), higher costs and consumers increased riskiness was your excuse in XX/XX/XXXX ( Banks find ways to boost fees ; checking accounts latest targetXXXX XXXX, XX/XX/XXXX ), and overdraft restrictions was your excuse in XX/XX/XXXX ( Banks return to charging credit card, checking account feesUSA Today, May 18, 2010 ). \n\n\n\nYour bank has never been shy about seeking more fee revenue to add to the revenue you already receive from maintenance fees, ATM fees, overdraft fees, extended overdrawn balance fees, stop payment fees, interchange fees, research fees and other fees not to mention the interest you receive from lending out consumer deposits. But banks do not need to gouge their customers to operate successfully. \n\n\n\nBanks instead must choose whether their priority will be their customers or their profits and paychecks. You could, for example, choose to give 1.8 million of your customers a reprieve from your new fee by returning the {$9.00} million bonus you received on top of your {$950000.00} salary in XX/XX/XXXX. That choice is yours to make. '' I would agree, and so too, I submit, would my former colleague, XXXX XXXX The following article connected to the above headline is writtenByXXXX XXXX/XX/XX/XXXX, a colleague of mine at XXXX XXXX XXXX : \" XXXX XXXX, a close confidant of President Donald Trumps, haswalked away from the rental housing empire he built following the housing bust, cashing out his ownership stake in a move likely to make him hundreds of millions of dollars. '' The move came late Friday, according to XXXX XXXX, one day afterXXXX published an exposon the company he founded. \n\n\n\n\n\n\n\n\n\nAccording to afilingwith the Securities and Exchange Commission, says the article 's author, XXXX sold all his stock in XXXX XXXX XXXX and resigned his position as co-chairman of its Board of Trustees. \n\n\n\n\n\n\n\nAbout the time XXXX XXXX sold his holdings, my spouse and me had filed a written complaint against him with the Consumer Financial ProtectionBureau.\n\nWe sent him a Certified package, wherein he found a  copy of Deed ( s ) of Reconveyance from Bank of America ( XX/XX/XXXX ), and a \" Release of Lien \" Letter ( XX/XX/XXXX ) from XXXX XXXX, XXXX, a \" Wholly-Owned '' subsidiary of Bank of America. \n\n\n\n\n\n\" XXXX XXXX XXXX XXXX, XXXX. \n\n\nLien Release Department XXXX XXXX XXXX XXXX. \nXXXX : AZXXXX XXXX, AZ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, CA XXXX RE : Substitution of Trustee and Full Reconveyance Property Address XXXX XXXX XXXX XXXX XXXX, CA XXXX Dear Homeowner, Please be informed that when a mortgage or deed of trust is paid in full, the public records must be cleared using a legal document called a lien release or reconveyance. A lien release is a document which \" releases '' a lien on property included in public records. The lien release serves as notification that the borrower no longer owes that specific debt secured by an interest in the property. \n\nIn the states of California, Idaho, Montana, Nebraska, Nevada, Oregon, Utah, and Washington, the Reconveyance is combined or accompanied by a Substitution of Trustee wherein the lender or current holder/beneficiary substitutes the original Trustee with a new trustee. \n\nXXXX XXXX, XXXX, is substituted in the above referenced states to replace the original trustee for the very purpose of releasing a lien on the property. The document is accurate and properly recorded based onthe state statutory guidelines and it removes th encumbrance from your property. \n\nXXXX XXXX XXXX, is a wholly-owned subsidiary of Bank of America, N.A., and is  responsible for preparing, executing, notarizing and sending real property lien releases on behalf of Bank of America. \n\nPaid-in-full loans are referred to XXXX XXXX, XXXX, for lien release processing, All lien releases or reconveyances are recorded with the Country Recorder 's office where the original Deed of Trust or Mortgage was recorded. Please retain for your records the lien release or reconveyance you received as that is proof that your loan is paid in full and released from public records. '' Thank you for your business XXXX XXXX XXXX, XXXX. \nLien Release Department '' In addition, we mailed within the packet, copies of Reconveyances from : b ) XXXX XXXX XXXX XXXX. \n\n\n\nc ) XXXX XXXX XXXX ( both now owned by XXXX XXXX XXXX ) d ) XXXX XXXX, XXXX. ( XXXX XXXX XXXX ) e ) XXXX XXXX XXXX XXXX XXXX and the Chapter XXXX Banruptcy Case XXXX, via a Purchase and Sale Agreement ( XXXX XXXX XXXX ) Contracted using the signatures of XXXX XXXX and XXXX XXXX, without our knowledge or permission. \n\n\n\n\n\n\n\nThrough the relay racket, possession of our home was left to the clutches of XXXX XXXX XXXX XXXX, which then colluded with XXXX XXXX XXXX whose Company then was called \" XXXX XXXX XXXX XXXX ), to steal our home with a forged Trustee Deed. \n\n\n\n\n\nAccording to XXXX the phenomenon XXXX started where tens of thousands of single-family homes are bundled into giant mortgage-backed securities, creating new incentives designed, to skimp on maintenance and maximize rents, says the author, But the phenomenon XXXX started will outlive his ownership. \n\n\n\n\n\n\" XXXX, who often says he likes to befriend the bewildered, has made a career out of profiting off other peoples pain. He began buying houses in XXXX, telling an audience in XXXX that the mass purchases of homes previously foreclosed on was the greatest thing Ive ever done. \n\n\n\n\" Current tenants, however, say the company piles on onerous fees and forces them to live with chronic leaks, mold, mites and even snake infestations. '' While in action with his stolen goods, XXXX XXXX XXXX was making deals with the XXXX, so to speak, and committing acts of treachery against \" tenants '', who probably were the same homeowners from whom the properties were stolen, and converted to Rentals. '' In one county in the XXXX area, says XXXX, the company filed eviction notices against one-third of its tenants, according to a report by the XXXX XXXX XXXX XXXX XXXX. \n\n\n\n\n\nWere just little people in his world, XXXX XXXX, XXXX, said of XXXX. \n\n\n\nTwo weeks after her family moved into a XXXX XXXX home in suburban XXXX, she said a ceiling fan fell on her bed. \n\n\n\nXXXX first signaled his intention to sell in afilingwith the SECon Wednesday, says the article, a week after XXXX contacted the company for comment andfive days after XXXX talked to XXXX by phone, telling him directly that we planned to publish an investigation into poor conditions and mass evictions by XXXX. '' And I and others like me will continue pressing for that investigation, among others, as well as writing to the courts that have Bank of America and the others under foot. \n\n\n\n\n\nNot only will we pressure them into turning on their heretofore partners, but throwing them under the bus to save their own skins. \n\n\n\n\n\nIn this upcoming example, an appeals court made a clear distinction between two separate versions of purchase and sale. \n\n\n\" XXXX XXXX XXXX XXXX XXXX XXXX Court of Appeal, Fourth District, Division 3, California. \nXXXX XXXX, Plaintiff and Appellant, v. XXXX XXXX XXXX XXXX, XXXX. et al., Defendants and Responde XXXX Decided : XXXX XXXX XXXX ORDER MODIFYING OPINION ; NO CHANGE IN JUDGMENT. \n\nOn the court 's own motion, we modify the opinion by deleting the sentence on page 10, stating, Additionally, the debtor has the right to postpone the foreclosure sale for one day to pay off the outstanding debt. ( XXXX v. XXXX XXXX XXXX ( 1985 ) 165 Cal.App.3d 312, 317320. ) Whatever the Court 's opinion, the distinction they make is clear and decisive, related to mortgages and transfer of title for a sale. \n\n\n\n\n\n\" As we noted at the outset of this opinion, the Legislature has eliminated most of the legal and economic distinctions between a mortgage containing a power of sale and a deed of trust. ( XXXX, supra, 270 Cal.App.2d at p. 553 [ holding same rules are generally applied to mortgages and deeds of trust because there is little practical difference between the two instruments ]. ) However, some distinctions between the two security devices endure. \n\n\n\nProbably the most significant distinction is the execution of a mortgage involves only two parties ( i.e., he mortgagor and mortgagee ) ; whereas the execution of a deed of trust necessarily involves three parties ( i.e., the trustor-debtor, beneficiary-creditor, and trustee ) because title to the real property and the power of sale are conveyed to the third party trustee, who holds the interest for the benefit of the beneficiary-creditor. ( See XXXX, XXXX, XXXX XXXX at p. 1510. ) '' In the case of a Title already transferred, the matter of a Deed of Trust is moot, and any purchase and sale agreement therefore is illegal. \n\n\n\n\n\nAnd if I am pushed to it, or someone challenges my demand for the keys, I will prove to them that the law ( s ) regarding refinancing, Purchase and Sale Contracts have been abused, butchered, broken. \n\n\n\n\n\nMy spouse and I have obtained transfer of the Deed of Trust to a Title all the way back to XX/XX/XXXX, in the U.S. Chapter XXXXBankrupty court ( XXXX ). \n\n\n\nThe court Discharged, our Debt and issued an order directing that the Title be transferred to my spouse and me, based on the \" Final Decree '' submitted byXXXX XXXX as U.S. Chapter XXXX Trustee in the above-referenced case. \n\n\n\n\n\" The Final Decree After the submission of a reorganization plan, the bankruptcy court conducts a hearing for confirmation. In certain cases, there may be some alteration or modification due to the interference of the interested parties. If there is no alteration or modification in the reorganization plan, the bankruptcy court initiates steps for the affirmation of the plan. \n\n\n\nAfter completion of all post-confirmation proceedings of the plan, the bankruptcy court sets time limits for filing a final report and motion for a final decree. \n\n\n\nThe Bankruptcy Code requires the court to close a bankruptcy case immediately after full administration of the real property and the discharge of the US Trustee. In short, the entry of a final decree is meant to close a bankruptcy case. '' An Order for a Deed of Reconveyance came with the Discharge. \n\n\n\nThe Order was fulfilled by XXXX XXXX XXXX XXXX, which recorded a Deed of Reconveynance on that same date : XX/XX/XXXX.\n\nIn this upcoming example, again, the appeals court made a clear distinction between two separate versions of purchase and sale. \n\n\n\n\" As the XXXX court explained, section 2932.5 's purpose is not to ensure that borrowers can identify who is holding their loans. Section 2932.5 requires the recorded assignment of a mortgage so that a prospective purchaser knows that the mortgagee has the authority to exercise the power of sale. \n\n\n\nThis is not necessary when a deed of trust is involved, as the trustee conducts the sale and transfers title. [ Citation. ] It is the trustee 's holding and transferring of title that underlies the application of different recording requirements than those required of mortgagees under section 2932.5 [ T ] he literal application of section 2932.5 to  deeds of trust would effectively require the power of sale to be transferred to the lender, contrary to the terms of the trust deed and of section 2934a which provides detailed requirements for the transfer of the power of sale to another trustee. ( XXXX, supra, 205 Cal.App.4th at p. 336, fn. omitted. ) We agree with the XXXX court that the transferee of a promissory note secured by a deed of trust is not a mortgagee, or other encumbrancer to whom a power of sale is given within the meaning of section 2932.5, and such a transferee need not have a duly acknowledged and recorded interest in the promissory note before exercising the power of sale. \n\n\n\n( XXXX, supra, 205 Cal.App.4th at p. 333. ) '' And if pressed to do so, I gladly will embarrass these detractors by proving their treachery, Evasion of Taxes, Embezzlement and Seizure of Assets and of Property without authority or legal standing. \n\n\n\n\" U.S. CodeTitle 12Chapter 38A 3763 12 U.S. Code 3763 - Transfer of title and possession prev|next ( a ) Delivery of deeds The foreclosure commissioner shall, upon delivery of a deed or deeds to the purchaser or purchasers ( which shall be without warranty or covenants to the purchaser or purchasers ) obtain the balance of the purchase price in accordance with the terms of sale provided in the notice ofdefaultand foreclosure sale. \n\n\nNotwithstanding anyStatelaw to the contrary, delivery of a deed by the foreclosure commissioner shall be a conveyance of the property, and constitute passage of title to the mortgaged property, and no judicial proceedings shall be required ancillary or supplementary to the procedures provided in this chapter to assure the validity of the conveyance or confirmation of such conveyance. \n\n\n( b ) Right of possession A purchaser at a foreclosure sale held pursuant to this chapter shall be entitled to possession upon passage of title under subsection ( a ) to the mortgagedproperty, subject to any interest or interests not barred undersection 3765 of this title. \n\nAny person remaining in possession of the mortgaged property after thepassageof title shall be deemed a tenant at sufferance subject to eviction under Penalty of Perjury.","date_sent_to_company":"2017-12-20T08:42:57.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"94538","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2759570","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2017-12-20T03:31:38.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["\" Analysts have noted that the real rationale behind your new debit fee is likely not to <em>cover</em> debit processing costs ( <em>which</em> are minimal and easily <em>covered</em> by the Feds generous rule ) but rather to push more consumers to use credit cards whose swipe fees are still unregulated and far exceed debit swipe fees. But here competition will help provide an important check."]},"sort":[3.271515,"2759570"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":13,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":13}]}},"product":{"doc_count":13,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Money transfer, virtual currency, or money service","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":2},{"key":"Mobile or digital wallet","doc_count":1},{"key":"Virtual currency","doc_count":1}]}},{"key":"Mortgage","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2},{"key":"FHA mortgage","doc_count":1}]}},{"key":"Credit card or prepaid 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