{"took":304,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":11,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3275056","_score":16.031294,"_source":{"product":"Student loan","complaint_what_happened":"XX/XX/XXXX- \n•\tStudent loans were sold from one loan servicer to multiple- this is where my confusion started\n•\tAll together I had 14 public student loans.  \no\t10 student loans were sold to one servicer- Navient \no\t4 of the other loans were lost- Navient was not the servicer \nXX/XX/XXXX-XX/XX/XXXX\n•\tI was paying on the Navient loans \n•\tI was not paying on them consistently because of financial stability \n•\tMy mother was helping pay on the other 4 loans- also not paying consistent because of financial stability \nXX/XX/XXXX-XX/XX/XXXX(XX/XX/XXXX) \n•\tFinancial stability sustained and paying consistently on Navient student loans\n•\tMy mom communicated with the company that was servicing the other 4 loans to reach out to me in order to get payment plan set up with those loans \n•\tI never received any phone calls from this company—I have proof that the company did not have the correct contact phone number on file \n•\tDuring this time I also had a baby  so that my mind was not tracking to follow up with the company with the other 4 loans outstanding \nXX/XX/XXXX(XX/XX/XXXX) – Present\n•\tIn XX/XX/XXXXI received notification from employer that my wagers were to be garnished starting immediately \n•\tThere was no notification via phone or email that this was going to occur\n•\tHowever, I did receive a letter from Pioneer Credit Recovery Agencyo\tThe issue with this that I had no clue the letter from this company was important because I had never worked with that Agency in the past and I thought it was junk mail \no\tThe letter is very generic- no warning on the outside of the letter\n•\tI did receive letters from the Department of Education communicating the balance of my loans\no\tHowever I thought those letters were statements of my current loans with Navient- Navient being the servicer paying back the Department of Education for my loans \n•\tOnce I got notification from my employer that my wages were to be garnished starting immediately I contacted Pioneer  (because it was on the notification email) \n•\tPioneer  did not have the accurate phone number on record (therefore they never called me) \n•\tPioneer  did not provide me any time to dispute the garnishment or to come up with other payment options \n•\tCurrently they are garnishing my wages by 14% per pay period which results in XXXX  dollars a month\n•\tPioneer tells me that I have payment plan options… but only on top of the garnishments \n•\tPioneer tells me that there is no way I can get my Student Loans out of default status because they are non applicable for rehab \n•\tBecause my Student loans are in default I cannot consolidate, because my Loans are in default they care applicable for Rehab\n•\tTherefore I cannot stop wage garnishment \n\nOverall, I do not believe that Pioneer provided me with adequate notification of wage garnishment.  They should have called or emailed me and spoken to me in real time.  Also I believe that they should have sent a pre- warning to my employer for the wage garnishment, so that they could have warned me as well.  Pioneer is not providing options to help me get the wage garnishments to stop other than paying on top of the garnishments. Currently I do not have the financial capabilities to do this, honestly, the garnishments are causing significant financial stress on me and my child.","date_sent_to_company":"2019-08-21T12:21:20.000Z","issue":"Struggling to repay your loan","sub_product":"Federal student loan servicing","zip_code":"331XX","tags":null,"has_narrative":true,"complaint_id":"3275056","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2019-06-14T15:59:02.000Z","state":"FL","company_public_response":null,"sub_issue":"Can't get other flexible options for repaying your loan"},"highlight":{"complaint_what_happened":["a <em>letter</em> from Pioneer Credit Recovery Agencyo\tThe issue with this that I had no clue the <em>letter</em> from this company was important because I had never worked with that Agency in the past and I thought it was junk mail \no\tThe <em>letter</em> is very generic- no <em>warning</em> on the <em>outside</em> of the <em>letter</em>\n•\tI did <em>receive</em> <em>letters</em> from the Department of Education communicating the balance of my loans\no\tHowever I thought those <em>letters</em> were statements of my current loans with Navient- Navient being the servicer paying back"]},"sort":[16.031294,"3275056"]},{"_index":"complaint-public-v1","_id":"7796497","_score":15.385448,"_source":{"product":"Credit card","complaint_what_happened":"I realized my discover credit card was being used by someone else after receiving a XXXX XXXX alert of a high balance in my account. I was surprised as I had logged into my account several times and nothing showed, my balance was {$0.00}. Never did I receive an alert from the bank about the constant used or used outside of my location. I contacted the bank to my surprise there were over XXXX in charges of most were not done by me. I explained to them that I had also checked my other banks and another credit card and debit card were used so I was dealing with multiple banks. There were tons of charges to which the discover representative disputes for me. This was back in XXXX. I started to receive letters from discover credit card requesting information to which I responded and sent police report. About a month or more into the investigation I received multiple letters stating my claims were approved to my favor and that a credit placed in my account would be permanent. My credit balance would constantly be changing, this was affecting my credit score a lot. I never have accurate information on my balance or transactions. Which made the entire process very confusing and I had to constantly check my account. I tried not using the card much because of this, because of the lack of accuracy on their part with the statement information. Last week I log in to check my balance and I see it went up to over {$4000.00} and I see all of the charges that I was told via letters from them were approved being put back into my account. So I called right away and they tell me that they were denied. I hadnt received any letters or them being denied, of the reason for the denial so after being transferred 6 times I speak to a rep who explains to me that because of 4 reason,4 transactions ALL of my claims were denied. She explained 4 of the many transactions the merchant replied so because of those 4 reasons ALL of my claims were denied.one of the reasons was that I logged in to my account the same day one of the transactions were done, I told her thats exactly the issue!! No transactions were reflecting on my account and I have proof because I took a screenshot showing my account at XXXX XXXX day I received the alert. I explained to her that when I called the representative submitted the claims I barely spoke and if there were any claims made in error they were not on my part and that fraud was even done in another county. I asked for a letter with the reasons for the denied claims they denied that, I also asked for proof of the 4 so transactions that were proven mine they said all they could do is send me the transaction information. I received one letter with one transaction. This bank isnt protecting my funds and hurting my credit a lot with their mixed information. All the other banks I had fraud in received the same information from me and everything was resolved within a month. Discover credit card sends me letters to not worry that all was approved in my favor and with no warning or letter put all the fraudulent charges back to my account. I need the charges that they could not proof were mine taken off.","date_sent_to_company":"2023-11-03T13:27:26.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"33032","tags":null,"has_narrative":true,"complaint_id":"7796497","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2023-11-03T12:48:35.000Z","state":"FL","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Discover credit card sends me <em>letters</em> to not worry that all was approved in my favor and with no <em>warning</em> or <em>letter</em> put all the fraudulent charges back to my account. I need the charges that they could not proof were mine taken off."]},"sort":[15.385448,"7796497"]},{"_index":"complaint-public-v1","_id":"3011461","_score":13.786583,"_source":{"product":"Debt collection","complaint_what_happened":"I visited a XXXX XXXX urgent care in XX/XX/2018. I paid a copay and did not know I owed any extra money. A few months later, I received one and only one letter from XXXX  Debt Collections regarding what I owed to XXXX XXXX  without receiving anything from XXXX XXXX in the mail.I then called to inquire in XXXX or XX/XX/2018and was told it was billed through XXXX XXXX when my current health care was and still is XXXX through my work. I let the woman know that there was an issue with insurance and that it was not correct since I was covered with XXXX. She let me know that I should have received an explanation of benefits from XXXX XXXX which I never did and that is because that was not my insurance and I never received anything from them. I proceeded to ask if there was interest on my bill or if I had time to figure this out to contact XXXX or XXXX and she let me know that nothing had changed to my total due and I said I did not feel comfortable paying at that time since it seemed wrong and confusing and as if there was a mistake with my insurance. I also asked for an itemized breakdown of the bill to provide to my insurance and more proof of this issue. I never received anything. \n\nI then in XXXX had another visit to next care for an XXXX attack and asked point blank if I had any outstanding balances or money I owed and they said no. I paid a {$100.00} copay that day. I never heard from XXXX Debt collectors again or next care. \n\nI then saw my credit score drop last week of XX/XX/XXXX and received a free credit report showing a delinquent report from XXXX Debt collectors on my credit report. I only received ONE letter from them about 6 months ago and only ONE call. NO other information I requested was sent or given to me. No other attempt to contact me and let me know it was about to go on my credit for 7 years. No other letters or calls about the situation at all. I am a responsible person. My credit score before all of this was put on my report last week was a XXXX and now is a XXXX. I have never paid a bill late until this situation due to the incorrect insurance issue. \n\nI called XXXX debt collectors and paid the bill in full and requested they take this off of my credit report and let them know that no one followed up with me and they claimed that through the record of our phone call that I never requested further info and that I said I would follow up with them which is FALSE. They never followed up with me about any of this. They refused to take this off my report which will now affect me negatively for 7 years. I have no track record of not paying my bills or owing them any money outside of this situation so I asked for goodwill forgiveness and they still refused even though I paid it in full within 8 months of this bill and no further attempts or warnings were made outside of 1 letter and 1 call. \n\nI then contacted XXXX XXXX and made the same requests as I did with XXXX Debt collections and they denied me and refused to take it off my report and claimed they sent the bill to me in the mail. They had the correct address in their system but I said \" Since you never heard back from me and I didn't pay the bill, wouldn't you assume I did not receive it? '' They still refused to help me. It was down to he-said she-said ; even though I told them that I paid it in full they would not take this delinquent report off of my credit history. \n\nI then filed a complaint with trans-union and it is unknown if they will be able to help me. I am requesting since this is a first time situation and my bill is paid in full as of XX/XX/2018 that this delinquent report be taken off of my credit report due to lack of notification from the creditor as well as the debt collector. There was no contact since 4 months or so and was put on my credit report without any warning or final attempt as well as no adherence to my requests of further information.","date_sent_to_company":"2018-09-06T00:16:21.000Z","issue":"Written notification about debt","sub_product":"Medical debt","zip_code":"85032","tags":null,"has_narrative":true,"complaint_id":"3011461","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NIC, Inc.","date_received":"2018-09-05T23:36:13.000Z","state":"AZ","company_public_response":null,"sub_issue":"Didn't receive notice of right to dispute"},"highlight":{"complaint_what_happened":["I have no track record of not paying my bills or owing them any money <em>outside</em> of this situation so I asked for goodwill forgiveness and they still refused even though I paid it in full within 8 months of this bill and no further attempts or <em>warnings</em> were made <em>outside</em> of 1 <em>letter</em> and 1 call. \n\nI then contacted XXXX XXXX and made the same requests as I did with XXXX Debt collections and they denied me and refused to take it off my report and claimed they sent the bill to me in the mail."],"sub_issue":["Didn't <em>receive</em> notice of right to dispute"]},"sort":[13.786583,"3011461"]},{"_index":"complaint-public-v1","_id":"8020282","_score":11.959275,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I requested a copy of my loan contract of my car loan with Wells Fargo, and here 's what I discovered? I was not included in the gap insurance settlement, nor did I receive a refund for the gap insurance, that I paid for while I had my vehicle? I spoke to a gentleman named XXXX last Wednesday XX/XX/XXXX, who told me that gap money can be used as part of the repossession money to be paid back to the loan? I investigated his statement to me, and found that to be false! Also, I am including a copy of the contract that states that before a vehicle is reposed, they will send me a letter stating that I have 20 days to get my loan current before the repossession unless I have defaulted on my loan in the past, and they have sent me a letter before, which has never happened? If I was late, I would get caught up as quickly as possible, before such a thing occurred? There is no letters of default on my loan never sent to me, I even asked, and they have no record, that nothing like that ever occurred? Their are also many discrepancy 's as to what day my vehicle was reposed? My vehicle was reposed on XX/XX/XXXX, which if you look at my payment history prior to the repossession, I had just made XXXX payments? XXXX on XX/XX/XXXX, and another on XX/XX/XXXX, so I was clearly trying to get caught up, and in communication with Wells Fargo, again with no letter sent to me, giving me a 20 day notice which is again in their contract that I signed? without any warning whatsoever, they still reposed my vehicle, which they came late at night to do so! I feel I am entitled to the money I paid into for the GAP insurance, along with the wrongful repossession, which was illegally conducted, along with I'm not sure what the {$810.00} that says Total other charges/ Amounts paid to others was even for, which is on the first page of the contact that I signed, along with they have to send me a 20 day notice prior to my repossession, also again I never received? ^The settlement for the wrongful repossession was {$4000.00}, I was also never included in? I also feel that I am entitled to money from the victims relief fund, because this was a very scaring situation that happened to me, that I have had to live with mentally, that should have never happened as wrongfully as it did! I was left with no vehicle, and had to pay for rides, not only for myself to get to and from work, but being a single mom, I had to find a way to get my daughter to and from school or daycare at the time, as well, as pay for rides to get to the grocery store or appointments, outside of work, or my daughter school, or daycare, as well as my mom depended on me to go to her home after work everyday to help her with chores, going to the grocery store, or whatever she needed? I was unable to take her to appointments, so we had to either reschedule them for her, or cancel until I had another vehicle again? Plus I had to somehow set aside money, to try and get another vehicle, which with everything I had to pay out for rides, was very hard and costly. I would like a real deep investigation, along with all the money I was entitled to, as well as compensation for my pain and suffering, from this very horrible experience with Wells Fargo.","date_sent_to_company":"2023-12-18T20:07:02.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"68107","tags":null,"has_narrative":true,"complaint_id":"8020282","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-12-18T18:56:00.000Z","state":"NE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees charged"},"highlight":{"complaint_what_happened":["XXXX on XX/XX/XXXX, and another on XX/XX/XXXX, so I was clearly trying to get caught up, and in communication with Wells Fargo, again with no <em>letter</em> sent to me, giving me a 20 day notice which is again in their contract that I signed? without any <em>warning</em> whatsoever, they still reposed my vehicle, which they came late at night to do so!"]},"sort":[11.959275,"8020282"]},{"_index":"complaint-public-v1","_id":"6857239","_score":10.062709,"_source":{"product":"Checking or savings account","complaint_what_happened":"Last summer we were victims of significant cyber theft because someone ( or some group ) accessed or electronically stole one of our ATM debits cards. They went on an ~ {$27000.00} spending spree over a 2 month + period. \n\nWe discovered the theft in early XXXX, reported it to our financial institution, Wells Fargo ( WF ) immediately, and the local police in our hometown. I spent 6 hours on the telephone on a Saturday with the WF fraud claim group in the XXXX. \n\nSince filing my claim on XX/XX/XXXX, we have yet to receive a phone call from anyone from WF. I received four e-mails stating back in XXXX that the bank was working on our claim. Weve made at least a dozen phone calls since and each time we get routed to the same XXXX fraud desk. Only on XX/XX/XXXX of XXXX, did WF finally assign us a case worker with the title, Executive Office Case Worker. This person only has a first name ( male ) and last initial. The telephone extension given in his letter to me is not a working extension when I call it. My Case Specialist explained through a letter that they can do \" no more '' on our behalf. The last phone call we had with a person in early XXXX, was a representative in the XXXX. He nearly had me repeat the entire history of our claim again. This rep mentioned that the institution had three months to act on our claim from XX/XX/XXXX and was legally obligated ( agents words ) to be complete by XX/XX/XXXX. \n\nThe fact that no one returned our multiple calls or responded to written letters, e-mails, and a spreadsheet that demonstrates all of the fraudulent purchases made with our ATM card, originally lead me to wonder if the perpetrator ( s ) was actually and employee of our bank. I sent a letter to the banks lead counsel expressing this hunch concern. She has yet to respond. \n\nMany of the fraudulent purchases that were made were random. Some of the stores dont even exist as far as we could tell. There are bogus insurance policies, vacation stays, fitness club memberships, ballcaps, t-shirts, endless on-line purchases, cable bills, and so on. Other than one very large on-line store, weve never used any of these services, shopped at any of these ( bogus ) stores or used vacation services, etc. Some of the stores were located outside the US ( XXXX ) and purchases were made while we were on vacation. \n\nThe pattern recognition software that WF normally deploys should have recognized this and at least sent up a warning flag to contact us like it had so many times in the past. Where was WF 's security? Their fraud department used to call if they recognized an inconsistent spending pattern. For example, one year, WF alerted us and asked if we were about to pay for an expensive dinner in XXXX. That theft attempt was thwarted because of fraud protection software. There are other examples too. Why didnt they at least call us about the XXXX charges over two months and the ~ $ XXXX of purchases? Does the security software no longer operate? If anyone or any machine was looking at our account, it would easily recognize by just reviewing our monthly statements that something was wrong. The precedent our bank set years earlier within their fraud protection led us to think that it would at least provide the same service. \n\nOn XX/XX/XXXX, WF repaid approximately half of our claim by depositing ~ {$14000.00} into our account. Although we appreciate the gesture, its still a long way from resolving our total claim of ~ {$27000.00}. \n\nI asked our bank multiple times to see a list of which charges it reversed so we could compare it to the fraudulent purchases on our bank statements and organized in the spreadsheet we attached. The Executive Desk said they will not release that information and that they believe they have done all they can. They mentioned that they have a 60 day policy that essentially states that they will only go back 60 days from the date of claim, XX/XX/XXXX. I mentioned that if this were correct, then it would capture more than 95 % of all the fraud charges we stipulated from XXXX XXXX XX/XX/XXXX. The bank still says they will not release the records they used to determine why theyd only repair ~ {$14000.00} and not the total ~ {$27000.00}. \n\nPlease help.","date_sent_to_company":"2023-04-18T17:03:37.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"554XX","tags":null,"has_narrative":true,"complaint_id":"6857239","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-04-18T16:00:43.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Some of the stores were located <em>outside</em> the US ( XXXX ) and purchases were made while we were on vacation. \n\nThe pattern recognition software that WF normally deploys should have recognized this and at least sent up a <em>warning</em> flag to contact us like it had so many times in the past. Where was WF 's security? Their fraud department used to call if they recognized an inconsistent spending pattern."]},"sort":[10.062709,"6857239"]},{"_index":"complaint-public-v1","_id":"2548803","_score":9.946184,"_source":{"product":"Student loan","complaint_what_happened":"I received an annual request from my student loan servicer, FedLoan, to re-certify for the Income Based Repayment program that I have been on for several years, along with my husband, who also has loans through FedLoan. The letter requested an application had to be submitted through the U.S. Dept of Education website \" within 10 days '' of XX/XX/XXXX. I submitted my application on XX/XX/XXXX and my husband confirmed on his end through the US Dept. of Ed that the application was accurate on the same day as required. In past years, the US Dept of Ed website was able to transmit tax data automatically to FedLoan, but apparently this year the tool was not available. I did not receive instructions on the Dept of Ed website to forward or upload my supporting documents directly to FedLoan ( in fact if you try to submit an application directly to FedLoan their website directs you to the US Dept of Ed. ). My husband and I received letters from FedLoan saying our applications were incomplete. I re-submitted my application again, and filed my husband 's application for IBR for a first time, through the US Dept of Education website onXX/XX/XXXX ( within the 10 day window ) at about XXXX PST. I received a confirmation email on both from the Dept onXX/XX/XXXX. There was no indication that there would be a delay in transmitting the application to FedLoan, and no warning on any of FedLoan 's  materials that there is a delay between systems which could impact the receipt date by FedLoan. I  submitted supporting documentation ( XX/XX/XXXX Tax form XXXX ) for my husband and myself byXX/XX/XXXX directly through the FedLoan website \" document upload '' but did not receive an email confirmation from FedLoan that the docs had been successfully uploaded. I called a few days later to check on the status of my application and was told the application would be processed and if there was any delay due to the IRS tool being down that FedLoan would consider my application timely. The customer service rep ran an estimate of what my new payment amount would be and it was about $ 550/mo for my loans based our family income. Several weeks later I continued to check to see if my application processed and the FedLoan website did not show a record of my supporting documentation upload, which I thought was concerning. I called again to ask about the status of my application for IBR and this time was told by a customer service rep that my application had been submitted past the XX/XX/XXXX deadline but was still processing. I explained that the letter states \" within 10 days of [ XX/XX/XXXX ] and that my husband and I had submitted our applications and required supporting documents within 10 days ( on XX/XX/XXXX ). I received a notice from FelLoan on XX/XX/XXXX stating \" Since we did not receive your complete annual documentation, your new payment amount is not based on your income and family size ; however your loans will remain on the Income Based Repayment ( IBR ) plan. Your new monthly payment of {$1000.00} is first due on XX/XX/XXXX. '' This is more than twice the monthly payment I have been making on my loan for the past year. My husband received a notice that he did not qualify for IBR but no reason was given. His monthly loan payment more than doubled from {$93.00} to $ 250+/mo. I called on several more occasions to see if our IBR re-certifications had been processed and was told that there was a significant delay on all borrowers applications for IBR due to the tax tool issue. I received and email from FedLoan on 6/6/2017 stating \" We recalculated your monthly payment for the Income-Based Repayment ( IBR ) plan. Your total monthly payment amount is {$890.00}. We are sending you a letter with additional information related to the Income-Based Repayment ( IBR ) plan. I called FedLoan on Monday XX/XX/XXXX to tell them that this amount plus my husband 's $ XXXX/mo payment would not be affordable for us and asked why FedLoan had capitalized the interest on my loan and added it to my principal balance when I submitted everything on time ( capitalized interest of over $ 12K was added, bringing my student loans alone to $ XXXX ). FedLoan asserts that they did not receive the application from US Department of Education until XX/XX/XXXX putting me outside of the \" tens days within XX/XX/XXXX '' due date. I explained that I had a confirmation email showing that I submitted on XX/XX/XXXX and they said that they do n't get data from the Dept of Ed for some period of time ( lag between systems ). I stated that it was not my fault that their systems did not work together this year and that the instructions to re-certify did not mention such a delay nor give accurate instructions to upload documents directly to FedLoan to avoid issues in the first place. I requested to speak to a supervisor at FedLoan. I spoke to XXXX ( Account specialist, employee number XXXX XXXX ) and asked her to remove the $ XXXX in capitalized interest because I had made a good faith effort to submit all materials on time and had been given conflicting and misleading information from communications regarding the IBR process by FedLoan and had been conflicting information during numerous ( 4+ ) calls to FedLoan . She said FedLoan would not remove the capitalized interest but she would initiate a \" review ''. She stated again there would not be any chance of them removing the capitalized interest regardless of the outcome of the review. FedLoan also would not tell me on the phone how they had calculated our monthly payment amounts - the customer service rep stated that he was not allowed to disclose but that it was not based on my XXXX income ( IRS tax data as in past years ).","date_sent_to_company":"2017-06-16T21:06:44.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"97213","tags":null,"has_narrative":true,"complaint_id":"2548803","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AES/PHEAA","date_received":"2017-06-16T19:58:46.000Z","state":"OR","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["I did not <em>receive</em> instructions on the Dept of Ed website to forward or upload my supporting documents directly to FedLoan ( in fact if you try to submit an application directly to FedLoan their website directs you to the US Dept of Ed. ). My husband and I received <em>letters</em> from FedLoan saying our applications were incomplete."]},"sort":[9.946184,"2548803"]},{"_index":"complaint-public-v1","_id":"5059332","_score":6.3557615,"_source":{"product":"Debt collection","complaint_what_happened":"To Whom It May Concern : As a result of a number of circumstances that were exacerbated by the pandemic and my lack of employment since XX/XX/XXXX, I became unable to continue making monthly payments to my creditors, Chase Bank, JP Morgan Chase included. I exhausted their \" Covid relief '' offer which allowed me to skip several monthly payments during which time ( and beyond ) 17 % + interest continued to accrue. Prior to the pandemic, I was working to create a self-employed income stream but once things shut down, I lost the part-time jobs I had landed, and the festivals and in-person events that I was participating in ended. Because of that, Chase said I wasn't eligible for any of their interest or payment reducing programs and they transferred my call to their credit counseling division. I spoke to a woman at length, she confirmed what the previous debt counselor I'd consulted with ( prior to stopping my payments to creditors ) said ( I'm bankrupt-At this point my parents are buying me grocery store gift cards so I eat ) and she said she would email me some information and resources, which never happened. \n\nSince that conversation, I've kept communicating with Chase Bank in writing. I've informed them of my continued inability to pay, and that I remain unemployed ( the job market isn't strong in XXXX and things are still at limited capacity ). I can't tell you how many phone calls I've received per day, per hour from someone claiming to represent Chase bank but they would never write me, though I requested written documentation of their plans and the balance owed. When I took the calls, it was always someone calling from XXXX on a scratchy, faint phone line claiming to be from Chase bank. At first, I thought it was a scam. We're in the middle of a pandemic that has put many people out of work ( women especially ) and I couldn't imagine that Chase Bank would hire people from XXXX to collect against jobless American 's but I think they did. I told the man if he really represents Chase Bank ( a guy calls me, says he's from Chase Bank then tells me to verify my information to him ), to tell them to respond to my letters in writing so I have a record of the conversation. That has never happened. \n\nI have written them, sent letters with tracking, etc. Each time I ask that they reply in writing. A phone conversation can't be proven, saved, or referred to by anyone except the big corporation with the recording ability. As a consumer, it is only fair that things are put in writing so that you may review and absorb the situation. The website is also one-sided. They sometimes remove messaging features, and getting into the message section is not always direct. At any rate, they have never written me back -- -not once. \n\nThen last night at XXXX XXXX, a bald, loud man, not wearing a face mask came banging on my front door. I live in a crime-filled city with criminals in the complex and nearby every day ( package thieves, 4 cars have had their windows smashed out in the parking lot in the past 3-weeks, homeless camps, violent situations, shootings, etc. ) I asked who he was through the door and he yelled my name and that he was suing me on behalf of Chase Bank. I told him to leave and only after I said I was calling security did he but he left a correspondence ( attached ) which states they've filed a lawsuit and would automatically win if I don't defend the complaint and appear within thirty days of service, which I was never officially served anything. The date on the document they left is XX/XX/XXXX and the man was here last night, XX/XX/XXXX. Further, it says I have to pay filing fees and get an attorney, I can't buy food. I'm on public healthcare and broadband. I am applying for help with my utility bills between jobs. How can I come up with the money for filing fees and figure out how to defend myself? Incidentally, I initially owed {$28000.00} to Chase Bank, they have increased this amount to {$33000.00}! \n\nI don't know how this can be legal. They have never written me warning that they were going to sue me and then they send some scary man yelling at my door late at night and the documents he left on the porch are dated for weeks prior! I realize I owed them money and that I am to blame for much of this, but they made a lot of money for a long time from me. I made monthly payments with my retirement money which cost me a 40 % tax rate to keep up their $ 700 monthly minimums which only increased my balances. I informed Chase that also I owed money to the IRS and until I could settle/pay them I was not allowed to continue paying creditors. I wrote repeatedly and have tracking information but they wrote once until last night. \n\nI've lost so much over the past couple of years. I once prided myself on having impeccable credit, but these circumstances were beyond my control. I didn't even get economic stimulus money until XXXX, and I was one of the people who waited over 9-months to receive unemployment, and it was {$1600.00} per month -- I didn't have money to pay them and I still don't. \n\nMy most recent communication with Chase Bank was : XX/XX/XXXX : To Whom It May Concern : I apologize for my continued inability to pay my credit card bill. I remain unemployed, with no income or money. In addition to what I owe you, I am in debt to the IRS and multiple other creditors. I would appreciate it if you could mail and email me my final account balancewhich I will not be able to pay. I need a record of the amount due for when I am able to. \n\nSincerely, XXXX XXXX XXXX PRIOR CORRESPONDENCE SENT via Postal Annex Store XXXX, XXXX or XXXX. I use this location because I don't have a printer and they also do mailing. There is evidence of my receipts for purchasing the copies, sending the email to their store email account, and the shipping information. \n\nXX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX This does not take into account the phone conversations we've had or the number of times I submitted correspondence to their message center/portal online. The mailing address I used for each letter was : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mail Code XXXX XXXXXXXX XXXX, DE XXXX I'm not denying the fact that I owe money but : 1 ) I was never informed of an impending lawsuit. Though I wrote them many times they didn't respond. \n\n2 ) Sending an angry man to bang on my door at XXXXXXXX XXXX, to intimidate or humiliate me was frightening and I can't believe that is permitted. Why not just use the postal service with a signature receipt? \n\n3 ) The date on the document he left on the ground outside my door is XX/XX/XXXX and it states I have 30-days to reply. I received this late last night XX/XX/XXXX and everyone knows it is a holiday weekend. The soonest I could even get help or talk to someone at the court would be XX/XX/XXXX and only if they're actually open ( a lot of things are closed or limited here ) and that would leave me only one week until, according to them, I would automatically lose the lawsuit. Is this true and legal and is the date for my summons/response really XX/XX/XXXX? How can such tactics be permitted? They have an enormous organization behind them and deep pockets, and I'm starving and just a regular person.","date_sent_to_company":"2021-12-31T18:33:24.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Credit card debt","zip_code":"972XX","tags":null,"has_narrative":true,"complaint_id":"5059332","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-12-31T16:39:53.000Z","state":"OR","company_public_response":null,"sub_issue":"Sued you without properly notifying you of lawsuit"},"highlight":{"complaint_what_happened":["I told the man if he really represents Chase Bank ( a guy calls me, says he's from Chase Bank then tells me to verify my information to him ), to tell them to respond to my <em>letters</em> in writing so I have a record of the conversation. That has never happened. \n\nI have written them, sent <em>letters</em> with tracking, etc. Each time I ask that they reply in writing. A phone conversation can't be proven, saved, or referred to by anyone except the big corporation with the recording ability."]},"sort":[6.3557615,"5059332"]},{"_index":"complaint-public-v1","_id":"9481238","_score":6.2603006,"_source":{"product":"Mortgage","complaint_what_happened":"Chase Mortgage Breech of Contract Chase representatives went outside of our signed Final Agreement Contract and allegedly approved unverifiable payment extensions that neither my wife or myself requested. Their repeated actions over a three year period caused a shortage in our principal payments with additional interest charges at Maturity of the loan that as per our contract was illegal. As Executor over our loan Chase and its Representatives should have been aware of this even though our contract was initially with XXXX XXXX XX/XX/XXXX Opened Home Equity Loan with XXXX XXXX 240 monthly payments @ {$720.00} for 20 years We set up Auto Draft Payments for the XXXX of every month please see attached contracts XXXX Roughly one year later Chase took over XXXX XXXX and the Loan. \n\nWe never received any additional contact from XXXX XXXX or Chase concerning our loan. Unfortunately neither did we monitor the loan over the 20 year period. \n\nWe were contacted by Chase in XXXX of XXXX stating that they could no longer auto draft our payment for the following reasons in which they gave none. However they attached an additional final payment amount of {$7200.00} ( XXXX ) It was at that point that we realized we were 3 months beyond the Original Contract Maturity Date ( XX/XX/XXXX ) of the loan, thinking we had over paid XXXX and XXXX. \n\nWe contacted Chase to find out what was going on, and to DISPUTE the additional Principal Balance of {$7200.00} We were finally told that we allegedly took three Non-Verifiable Payment Extensions in XXXX XXXX and XXXX. \n\nChase claims that they had a XXXX XXXX XXXX XXXX XXXX XXXX  that they say we allegedly participated in. \n\nMy wife and I have vehemently denied any knowledge of any such program and regardless of that, we had NO NEED TO PARTICIPATE IN ANY SKIP PAYMENT EXTENSION PROGRAM, siting that our payments were Auto Drafted Weve asked for and have been denied any proof or evidence of our participation in the program.\n\nWeve asked for the parameters or any rules or guidelines pertaining to their program as evidence if such a program existed, and they say they dont have anything, ie verbal phone recordings. \n\nChase told us that signatures and documents werent necessary, and nor did they bother to send a confirmation number, or a letter at a later date confirming the alleged extension to their customers, saying only that the program has ended now and they had NOTHING ABOUT THE PROGRAM See attached Chase CFPB response letter. \n\nWeve received multiple Payment History Reports since filing our DISPUTE. The following is a list of Discrepancies that we found. \n\n( see ) First SUSPICIOUS ACTIVITY on Payment History Statement in XXXX XX/XX/XXXX Transaction - Extension UPDT??? This entry is unexplained and SUSPICIOUS However we were unaware of this entry at the time from Chase. Though there was no Extension Applied. Why would this entry be here? \n\nXX/XX/XXXX Payment taken Posted late to account XX/XX/XXXX XX/XX/XXXX Payment Debited {$720.00} XX/XX/XXXX Payment Posted XXXX  15 days later is the first Skip Payment Extension and 15 Day before payment is due??? NO NEED FOR EXTENSION! \n\nXX/XX/XXXX POSTED Transaction EXTENSION XX/XX/XXXX POSTED {$50.00} FEE ASSESSMENT PAYMENT WAS NOT DUE UNTIL XX/XX/XXXX WHY WAS EXTENSION POSTED TO ACCOUNT? \nNo XXXX XX/XX/XXXX payment drafted from the account XX/XX/XXXX Payment Increased to XXXX With the total amount of {$720.00} being applied to INTEREST and Chase pocketing the Additional {$50.00} Overpayment XX/XX/XXXX {$50.00} Fee PMT Throughout the remainder of XXXX there were no other SUSPICIOUS ACTIVITIES until XX/XX/XXXX Debit XX/XX/XXXX Posted ( {$770.00} ) XX/XX/XXXX Debit XXXX XX/XX/XXXX EXTENSION POSTED XX/XX/XXXX FEE ASSESSMENT ( {$50.00} ) XX/XX/XXXX No Loan payment Debited for XXXX XX/XX/XXXX Debit {$770.00} XX/XX/XXXX Posted {$720.00} Applied to Interest {$000.00} applied to Principal {$50.00} Pocketed by XXXX XX/XX/XXXX FEE PMT {$50.00}? No Explanation No MALICIOUS ACTIVITY XX/XX/XXXX {$000.00} Debited EXTENSION POSTED XX/XX/XXXX {$50.00} Fee Assessment XX/XX/XXXX FEE PMT XXXX Debit {$770.00} {$50.00}??? \nXX/XX/XXXX Posted {$720.00} to Interest {$50.00} Pocketed by XXXX XX/XX/XXXX {$50.00} Fee PMT SUSPICIOUS ACTIVITY ON XX/XX/XXXX USER MEMO??? \n\nSUSPICIOUS BECAUSE OF THE DAY THIS WAS ENTERED the XXXX Beyond the above listed SUSPICIOUS ACTIVITIES The payment history stays consistent until XX/XX/XXXX Entry reads RELATION UPDATE Weve been told by Chase that they didnt have an obligation to explain or to provide their banking information to us.. \n( see highlighted attached letter ) action is Illegal and a Breach Of Contract.\n\nWe signed A Final Agreement Contract ( see attached copy ) Basically at no time should anyone at Chase regardless of any program CHANGE OR ALTER ANY PAYMENTS.\n\nThe payments are on AUTO DRAFT.\n\nPer our Contract should we not have the monthly payment to be drafted in our account on the due date there is a {$25.00} late fee After 10 Days. Cheaper than the {$50.00} Assessment Fee from the Skip A Payment program and WOULD NOT ALTER THE INTEREST ON THE LOAN. \n\nChase even has Auto Draft Protection whereby we had no need for the Program theyre claiming we participated in without any proof or evidence. \n\nThe house was initially funded by XXXX XXXX. After 8 years we refinanced with XXXX XXXX. During the 8 year period with XXXXXXXX XXXX we paid on time never late or needing any payment assistance. Our credit rating and pay history was and still is Outstanding In XXXX the year we initially took out the loan with XXXX XXXX we started the Auto Draft Payment Account with the additional {$13000.00} from the loan. \n\nWe did not need nor did we participate in any Skip Payment Program Chase Executive Branch Response In response to the letter from Chase dated XX/XX/XXXX We confirmed your unpaid principal is accurate Beginning with the second paragraph Chase claims to have found the balance is accurate ; as they reference The Promissory Note and interest rates. \n( please see attached letter ) When the payments are calculated according to the contract Notice Of Final Agreement should Chase have followed to the letter of the Law of the signed Agreement where it states in BOLD WRITING that ; IT MAY NOT BE CONTRADICTED BY EVIDENCE OF PROIR CONTEMPORANEOUS, OUR SUBSEQUENT ORAL AGREEMENTS OF THE PARTIES etc etc..\n\nWhen calculated the 240 payments for interest and principal are correct and would have been correct at the end of the loan, if Chase would not have altered the Contract.\n\nThe Final Agreement states that we ( the borrowers ) were not allowed to participate in any programs with Chase or any other entity that would have modified alter or change the loan. \n\nWe ( XXXX and myself ) understood at the time of signing, ( XX/XX/XXXX ) that just like at the time of signing, in XXXX XXXX ) that the contract was Legal and Binding on our behalf and equally binding with XXXX XXXX XXXX as we looked the loan officer in the face when he read it to us and all three parties signed the documents. \n\nHowever it was Chase the Legal Executors of the loan who altered the Final Agreement and ultimately the Promissory Note through their actions. \n\nUpon signatures of all parties the CONTRACT IS FINAL and COULD NOT BE MODIFIED OR ALTERED BY EITHER PARTY. \n\nChase is claiming that we altered the contract 3 years in a row, without any red flags, warnings, notifications or any Documentation what so ever. This was solely of there doing as Executors of the loan. \n\nTo insure that we were doing our part We set the account up on AUTO DRAFT PAYMENTS TO BE DRAFTED ON THE XXXX OF EVERY MONTH FOR 20 YEARS FOR 240 PAYMENTS.\n\nChase is now saying 20 years later that THEY ADMITTEDLY BROKE THAT CONTRACT AGREEMENT THREE TIMES.\n\nWe never asked to for a Payment Extension and ADMITTEDLY THEY SAY THAT THEY HAVE NO EVIDENCE THAT WE DID. \n\nAs Executors of the Loan it would be Chases responsibility to monitor the DETAILS and ANY VARIABLES and DISCREPANCIES TO The LETTER OF THE LAW OF THE CONTRACT and not just as they say willy nilly approve a LOAN EXTENSION WITHOUT VERIFICATION OR DOCUMENTATION. Those actions are ABSURD AND ILLEGAL.\n\nThat action by Chase would only benefit CHASE at the end of the contract, and cause a hardship on the customer.\n\nCHASE ADMITTEDLY SAYS THAT THEY WERE NEGLIGENT BY NOT MAINTAINING NOTES AND DOCUMENTATION TO AN ACTIVE LOAN THAT THEY ARE COLLECTING INTEREST ON THROUGHOUT THE DURATION OF THE LOAN. \n\nBy this action Chase has failed to do what they were being compensated to do through their collection of interest payments in the amount of XXXX That action also by Chase would only benefit CHASE at the end of the contract, and cause a hardship on the customer, where the payment history shows that several times there were no payments made to the Principal. \n\nThe contracts state that our payment isnt late until 10 days after the due date for a late fee of {$25.00}. Chase implies that we would opt to pay twice that amount and alter the interest payments The EXECUTIVE BRANCH RESPONSE also says there was a fee assessment charge for the EXTENSION, and we paid it.\n\nThat statement is totally insulting to us as their customer, for Chase to use that as a defense for their breaching the contract, ignoring the fact that THEY had full control and access of the account via auto draft and THEY TOOK THE ASSESSMENT FEE, when they chose to and never informed us of it.\n\nThe records show that they also TOOK an additional {$50.00} with the next payments. They were able to do that because FUNDING WAS ALWAYS AVAILABLE, in our account, and we were/ are covered by Chases Over Draft Protection Plan since opening the account. We had no need for Payment Extensions Each time that the Extension fee was taken by Chase 15 days after a regular payment of {$720.00} and 15 days before the next payment was due. ( please see payment history ) If Chase had such a program in place, that they ADMITTEDLY HAVE NO EVIDENCE OR PROOF OF as per the Promissory Note They were Not to Manipulate or Alter the Contract to a disadvantage to the borrower, by collecting additional interest payments. \n\nAs Executors of the loan CHASE had three opportunities to rectify the problem, with the first being at the end of the year in XXXX to inform us of the status of the loan. \n\nThe second opportunity would have been when the second Extension was applied to the loan. And the same for the third Extension. \nAs Executors Chase failed to do that. \nIn XXXX the payment history shows Relationship Update. We didnt hear a word from Chase.\n\nWhile Chase cant explain today any details of their Skip Payment Extension Program its obvious that the program was designed to take advantage of unsuspecting trusting borrowers, who were not micro managing their account.\n\nThis may explain the first Extension entry in XXXX of XXXX but no Extension was applied at that time. ( see payment history ) This program could only end up with the Borrower being Upside Down owing more interest and additional payments on the loan. \n\nChases XXXX poor mismanagement of the loan continued into and beyond the final year and month of the loan Maturity Date XX/XX/XXXX by Chase not contacting us in XXXX or XXXX to advise us of the maturing of the loan, but instead payments went 3 months beyond the actual Maturity Date. \n\nAnd then scrambling to cover up their XXXX up, they realized that they had to also change the Maturity Date of the loan. \nThat action is also OUTSIDE OF THE FINAL AGREEMENT CONTRACT. \n\nWe should have been contacted and a meeting arranged to amicably figure out what to do next. But it was obvious through all the correspondence that Chase intentions were and are to bully us and hold our home as their collateral.\n\nAs layman, we are unable to understand that by Chase skipping the 3 payments during those 3 years and charging interest for the 3 years one year at time or consecutively charging interest.\n\nBut remind you, that they also increased the monthly payment each of those 3 times by {$50.00} and still charged a {$50.00} late fee. \n\nWe can only assume that now theyve added 19 years of interest on one payment Extension of {$720.00}.\n\n18 years of interest on the second of {$720.00} And 17 years of interest on the third at the same amount.\n\nChase shows no credit for the {$50.00} overpayments Due to the ALLEGED EXTENSIONS Unknowingly to us CHASE moved the Maturity Date As per the payment history the payment were missed and are owed, but that was all because of Chases MISMANAGEMENT of the account and by ADMITTEDLY BREACHING the four corners of the Two contracts, the Promissory Note as well as the FINAL AGREEMENT.\n\nIn the Response letter the EXECUTIVE ADMITTEDLY ACKNOWLEDGE RESPONSIBILITY FOR APPROVING THE EXTENSIONS HOWEVER CHASE FAILS TO TAKE ANY RESPONSIBILITY.\n\nAs EXECUTORS of our loan, When the Mismanagement of our loan came to the forefront in XXXX Chase and their representatives all the way up to the Executive Branch participated in the cover up and laid the burden of proof on their customer XXXX and XXXX XXXX WHICH WE DISPUTE XXXX XXXX XXXX First and foremost Our Loan Maturity Date as per Signed Contract is XX/XX/XXXX. \nSomeone in your office is attempting to change that date. That is illegal. Our contract has expired. \n\n\nSecondly Why didnt we receive this type of statement from Chase in XXXX of XXXX when the payment was made on XX/XX/XXXX however a {$50.00} FEE ASSESSMENT was applied on XX/XX/XXXX though the payment wasnt due until XX/XX/XXXX of XXXX and then the Illegal Extension was applied for the month of XXXX see attached payment history Thirdly Why didnt we receive this type of statement in the following years of XXXX and XXXX when a Chase Representative applied alleged Illegal extensions to our loan? \n\nAnd, Why didnt we receive this type of statement in XXXX of this year XXXX, 5 months out, before the Signed Maturity Date of the loan? We didnt receive any prior notice to what was going on with our Mortgage Loan until after you changed the Maturity Date without contacting us as you breeched our contract.\n\nThis was simply Chase exhorting their power over your customer and covering up your tracks before we could do anything to respond. \n\nShow me in writing in our contract where you can change the maturity date of our loan? \n\nThe attached payment history shows Chase Representatives Screwed Up Our Loan and now Chase is charging us more than XXXX dollars though Chase has already received {$72000.00} in interest per the contract but choosing to swindle us out of an additional {$6000.00} more!!! \n\nXXXX XXXX The letter above is one of several letters I mailed to Chase Mortgage Lending, disputing their bogus work in managing our loan taken over by them initially with XXXX XXXX. \n\nWe closed our refinance with XXXX XXXX in XXXX of XXXX. We set up the payments to be auto drafted from our checking account. Eventually JP Morgan Chase bought out XXXX XXXX approximately one year later in XXXX. \n\nWe have payment history statements provided by Chase, showing that the auto payments were fine until Chase took over the account. Our payments were scheduled for the XXXX of each month beginning with XX/XX/XXXX and ending XX/XX/XXXX. \n\nHowever, Chase because of 3 alleged payment extensions we supposedly requested by phone, they say without notice they gave us a new maturity date to XXXX of XXXX via a letter they sent to me, stating that they no longer could auto draft payments to our Mortgage Loan account and we would have set up a new auto draft, or we could request a final payment in the amount of plus {$6000.00}, or continue to make monthly payments. \n\nIn writing and over the phone I explained that we didnt receive any notice of the loan reaching maturity in the months preceding the actual XX/XX/XXXX date, that would have prepared us and given us more time to investigate the facts of the situation. \n\nI explained to multiple Chase representatives that since the XXXX letter via phone and fax that we were under a signed contract that could not be modified without consent of both parties and that their claim of our request for unverifiable loan extensions over the phone was bogus and a cover up for XXXX poor accounting on their behalf, and that we demand proof of any such request. \n\nThey responded XX/XX/XXXX, and I quote Any information or document you requested that isnt included with this letter is either irrelevant, unavailable, considered proprietary, overbroad or unduly burdensome. End quote. \n\nThey did not send any evidence of any requests from us ( my wife and I ) asking via telephone, and was approved, any such payment extensions. \n\nThey have refused to explain any of the transactions they made that lead us into being charged an additional {$6000.00} plus dollars only to say that our principal portion wasnt paid off. \n\nI was even told by Chase that These contracts were not designed to come out equally at the end of the loan period, and that the interest portion was basically a guesstimate of the actual amount that will be due. I responded that when you do the math on the principal portion it comes out perfectly as according to the contract. And that it was because of their claims of payment extensions that has caused the problem. \n\nWe explained that our monthly payments were {$720.00} and they were responsible via auto draft to make the payments. However the payment history shows they charged us additional fees of {$50.00} after they applied the extensions to our account, and then applying the total payment to interest. \n\nIn one instance the payment history shows where they actually applied one cent to the principal and taking the balance for the interest Yes one XXXX was applied to our principal!!! \n\nIn one incident they charged late fees of {$50.00}, and the {$50.00} cost fee. We explained that, AS PER OUR CONTRACT we could be charged {$25.00} late fee after 10 days and of course you would think that we would then receive a written notice from Chase of that happening.\n\nI responded and at that point we would have immediately found their errors and alleged extensions. \n\nBut until the XX/XX/XXXX letter in the 19 years Chase has managed our mortgage we never herd or received anything from Chase in reference to our mortgage, only that they would be changing to a new format. \n\nIn the letter at the time we waiting for another response from the office of XXXX XXXX XXXX Executive Director for Chase. \n\nAnd In order to prevent Chase from destroying our credit report we have continued making the additional monthly illegal payments. \n\nSince sending this complaint in early XX/XX/XXXX to the CFPB, we have heard from the Chase Executive Office, and they still deny any responsibilities claiming that while they cant find any records because of the dates involved of our requesting alleged payment extensions, they say neither can we prove we didnt. \n\nI told them that our binding Final Agreement Contract along with our Homestead Contract prevented us from changing or modifying the loan for the term of 240 months 20 years.\n\nI told them that while Im more than one hundred percent sure we didnt participate in their alleged extension program at any time and that our credit rating, checking and savings accounts that they also maintain were proof that would suggest that we didnt have a need for a payment extension. My wife and I have always been employed and the {$720.00} monthly payment has never been overburden-sum to us or our checking account. Weve always maintained savings and checking account jointly at Chase and also individually in two different credit unions the entire time of the loan that we can verify.\n\nHowever should any competent Chase Representative having received a call pertaining to our loan account should have said something like unfortunately XXXX XXXX your loan contract prevents you from participating in our extension program by modifying your loan agreement, but as per your contract youre able have a 10 day late charge of {$25.00} if youre in such need of an extension, and you can pay it before your next monthly payment is due. \n\nDuring my last phone conversation with the second of 2 Executive Officers that Ive spoken with at Chase, Chase refuses to accept any responsibility whatsoever. He said that the first E/O determined that ( paraphrased ) Because we waited too long to file our Dispute, and neither side has any proof, that he would side with Chase rather than the Customer and therefore our dispute is denied. \n\nI requested to at least being provided with the details of their Now debunked Call Up Youre Approved Payment Extension Program, and I was told by the E/O that they cant and are unable to provide us with the details of that program since it has been shut down. I responded thats just another reason why I should have won my Dispute. For your inability to provide evidence that there was any such program. \n\nIve also asked for, but theyve also refused to provide us with a complete calculations of how they determined the alleged delinquent interest and penalties,. They respond with, would I like a copy of the payment history. \n\nNeither my wife or I are XXXX, and dont know how to calculate the applied interest portion of our loan on the payment history, as they continue to collect additional interest payments and fees as weve just made the seventh payment past our original Maturity Date. \n\nChase stole our joy and excitement of 2 people coming together in marriage and buying a home to raise our children and watch them leave the nest and hubby and wifey pay off the 30 year mortgage and live happily ever after. \n\nTheyve Stolen That From Us! Through their schemes and misappropriation of our trust and finances to ultimately line their coffers because we gave XXXX XXXX approval for Auto Draft and Chase took advantage of that! \n\nThank you XXXX XXXX XXXX","date_sent_to_company":"2024-07-11T21:18:36.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"75040","tags":null,"has_narrative":true,"complaint_id":"9481238","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-07-11T20:19:00.000Z","state":"TX","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["XXXX XXXX The <em>letter</em> above is one of several <em>letters</em> I mailed to Chase Mortgage Lending, disputing their bogus work in managing our loan taken over by them initially with XXXX XXXX. \n\nWe closed our refinance with XXXX XXXX in XXXX of XXXX. We set up the payments to be auto drafted from our checking account. Eventually JP Morgan Chase bought out XXXX XXXX approximately one year later in XXXX."]},"sort":[6.2603006,"9481238"]},{"_index":"complaint-public-v1","_id":"2682806","_score":5.6158223,"_source":{"product":"Student loan","complaint_what_happened":"What follows is a description of the serious problems that I have been experiencing with the Department of Education ( DOE ) and its student-loan servicers, particularly my current servicer, XXXX, which has refused to honor my eligibility for the Public Service Loan Forgiveness ( PSLF ) program. \n\nXXXX has lately disqualified as PSLF-eligible a decades worth of my monthly payments on the graduated repayment plan and demanded a second decades worth of payments on another, income-based plan. It made this demand in spite of the fact that my previous servicer, XXXX XXXX XXXX ( a direct extension of the U.S. government, not an outside contractor ), had promised that these same payments would qualify my loans for PSLF forgiveness this very year. When I had called XXXX XXXX onXX/XX/XXXX specifically requesting to switch to an income-based plan en route to securing forgiveness 10 years later, the agent informed me that my graduated plan had been grandfathered into the program. She stated that I consequently had no need to switch plans and that I could expect to obtain forgiveness 2 years earlier than I had expected, by XX/XX/XXXX rather than XX/XX/XXXX. \n\nI was therefore astonished to learn this XX/XX/XXXX that XXXX considers none of my now 15 years worth of monthly payments, including the payments that XXXX XXXX expressly told me to make over the past 8 years, to be PSLF eligible. If, as XXXX contends, I must make another 10 years worth of payments to qualify for the program, I would attain PSLF forgiveness at the earliest in XX/XX/XXXX, 18 years after XXXX XXXX established a clear protocol for my attaining that forgiveness within 8. Even worse, if I were to make an extra decade of payments as this servicer is demanding, I would end up receiving absolutely no benefit from the PSLF program, notwithstanding my 15 years of public service and my timely, uninterrupted payments on my federal student loans since XXXX. \n\nI. Retroactive Disqualification of PSLF Eligibility OnXX/XX/XXXX, the Department of Education certified my employment, though not my loan payments, as qualifying for the PSLF program. When I finished my XXXX and joined XXXX XXXX XXXX  as an XXXX XXXX in XXXX, I consolidated {$79000.00} in student-loan debt through XXXX XXXX, federal loans ( one subsidized, one unsubsidized ) that the DOE transferred to XXXX to service in XX/XX/XXXX. After I formally applied for the PSLF program in the summer of XX/XX/XXXX, the DOE again transferred these loans, in this case to XXXX, the servicer delegated with sole responsibility to administer PSLF-certified accounts. \n\nI first contacted XXXX XXXX to determine my PSLF eligibility onXX/XX/XXXX The agent then confirmed my qualifications for the program in every respect, making just three stipulations that I recorded in my notes of the conversation and saved in a XXXX XXXX document that day. These stipulations were to 1 ) continue working at my XXXX XXXX untilXX/XX/XXXX ; 2 ) make regular payments on my current graduated plan throughout that period ; and, finally, 3 ) wait for the program to take effect in XX/XX/XXXX. The sole caution that this agent expressed during our conversation related to future congressional legislation potentially removing the tax-exempt status of the PSLF-cancelled debt. That legislation, which Congress has yet to pass, would cause an exorbitantly large tax burden the year of the forgiveness. \n\nWhen I asked the XXXX XXXX agent whether I had to fill out forms, make any changes to the loans, or take any further action to ensure my PSLF forgiveness, she stated that no such forms were in existence and that nothing else was required on my part for qualification. She told me to simply call back in 8 years, just before XX/XX/XXXX, to claim my debt cancellation as a public-service worker. I duly made an appointment in XXXX XXXX to that effect, setting it to fall exactly 1 year beforehand just in case there were any difficulties with the application that might then be available. Because that XX/XX/XXXX date was so far into the future, I also copied my notes from the XXXX appointment into the XXXX document mentioned above and created a second XXXX appointment with an alert falling roughly a month in advance, on XX/XX/XXXX( a date adapted from the date that I called, XX/XX/XXXX ). \n\nThese files clearly itemize XXXX XXXX three stipulations for PSLF forgiveness ; namely, where I had to work, when I should apply, and how I ought to pay. Each also contains a link to the DOEs Fact Sheet on the PSLF program, Loan Forgiveness for Public Service Employees, datedXX/XX/XXXXand downloaded to my computer the day of the call. ( This Fact Sheet is no longer available on the server, but was once found at http : //studentaid.ed.govXXXX ). My main intention in placing this call had been to switch to one of the income-based plans listed on the Fact Sheet. \n\nThe XXXX XXXX agent prevented me from carrying out this objective. She expressly disclaimed any requirement on my part to change my repayment plan, characterizing such a step as both unwise and unnecessary. When I asked specifically whether I needed to switch to one of the plans mentioned on the Fact Sheet to qualify for PSLF, she explained that my graduated plan was grandfathered into the program and hence equivalent to those plans. She moreover cautioned that if I were to switch to another repayment plan, I would forgo 2 years of otherwise qualifying payments that I already made on my graduated plan since the program initiation date ofXX/XX/XXXX \n\nI recorded this agents remarks not only in the XXXX, XXXX, and XXXX files on my computer, but also via handwritten memoranda that I jotted on a XXXX XXXX repayment schedule, which I had pulled from my files for reference before the call and scanned into my computer two days later. These notations reflect the agents remarks almost in their entirety. I there checked off the payments that I had previously made ; segregated the PSLF-qualifying payments either still to be paid, or already paid, from other payments with a conspicuous line ; and under the words save and forgiven, wrote the amount of cancelled debt in preparation for its possible taxation. I also exported an inventory of the payments already paid from XXXX shortly before saving the PSLF Fact Sheet.  As to the XXXX XXXX agents unequivocal advice not to switch from my grandfathered repayment plan, that recommendation is unequivocally recorded in a detailed email that I sent to my mother immediately following the call with the subject line more good news. \n\nII. Costly Delays in Processing the PSLF Application The XXXX XXXX agents instructions were to retain my graduated plan and await the program implementation date before contacting the servicer a second time. It therefore was not untilXX/XX/XXXXthat I attempted to locate a PSLF application by following the links available on the DOEs Federal Student Aid ( FSA ) website : https : //studentaid.ed.gov. I was completely unaware at the time that I was actually contacting XXXX, not the DOE itself, the websites then making very little distinction between them. The XXXX appellation, and later the XXXX  email domain of a reply to the query that I had posted on the website, suggested that I was in direct conversation with the federal government about my federal loans. The reply email and all\nsubsequent XXXX communications featured two logos in equal prominence, one for XXXX and another for the U.S. Department of Education, as if to suggest that these letters were co-authored with the DOE although signed and sent by XXXX alone.\nMy submission of the PSLF Employer Certification Form ( ECF ) on XX/XX/XXXX triggered an automatic transfer of my loans from XXXX to XXXX. However, it took XXXX over 1 month, until XX/XX/XXXX, to acknowledge this transfer ; 2 and a half months, untilXX/XX/XXXX, for XXXX to do the same ; and a full 6 months, until XX/XX/XXXX to get the inventory of PSLF-qualifying payments that XXXX promised to send upon receipt of the loans. \n\nOnly on XX/XX/XXXX, when I myself called XXXX, was I given any indication of my supposed ineligibility for the PSLF program. I was then shocked to discover that each of the two XXXX agents with whom I spoke anticipated that the company would disqualify all of my past payments due to my graduated repayment plan. And indeed XXXX sent official notice to that effect onXX/XX/XXXX forwarding an inventory counting 0 payments as PSLF qualifying a few weeks later ( XX/XX/XXXX). \n\nThe DOE and its various servicers proved extremely dilatory in communicating this information to me, despite its profound ramifications on my career and finances. XXXX had been servicing my loans for over 4 years, and certainly knew them to be graduated and thus potentially unqualified. Nonetheless, it transferred them to XXXX without bothering to follow up with me, presumably after consulting with the DOE about my PSLF application. XXXX then accepted responsibility for these loans, sending a repayment schedule datedXX/XX/XXXX plainly demarcating them as graduated, even though that servicer likely knew that all of my payments were vulnerable to disqualification on that basis. \n\nXXXX deferred notice of my consequent ineligibility for the PSLF program, the sole rationale for my transferring the loans, for 3 months after sending its repayment schedule, waiting until well into the next year onXX/XX/XXXX. This failure to communicate would no doubt have lasted considerably longer had I not had the initiative to call and check on my applications status the day before. For in the 6 months intervening between my XX/XX/XXXX application and XXXX XX/XX/XXXXdenial, I could have made a half year of payments on what XXXX considers to be a qualifying plan, perhaps receiving at least minimal benefit from the program. \n\nWith the disqualification of my monthly payments, XXXX has capriciously reset my PSLF eligibility clock : just when I am nearing the last of 10 years worth of paymentsprecisely as instructed by XXXX XXXX 8 years agothis servicer has tacked on another 10 years of additional payments on the very kind of plan that I was unequivocally told not to use in XX/XX/XXXX. Even worse, XXXX has nullified 10 years of my past public service together with 10 years of my past loan payments, since my public service only counts as PSLF eligible when performed concurrently with a qualifying plan. \n\nThe many hurdles that XXXX expects me to overcome to attain PSLF eligibility make a mockery of Congresss College Cost Reduction and Access Act, which directs that the federal student loans of public servants like myself be forgiven in their entirety after 10 years. Indeed, XXXX is compelling me to meet a standard for eligibility more than doubling that of new borrowers. Deprived of first 5 years and then another 10 years of qualifying payments ( those before and after the XX/XX/XXXX initiation date ), I must somehow accumulate a grand total of 25 years of indebted public service before hoping to obtain negligible forgiveness in XX/XX/XXXX. Any borrower, even a borrower with no public service whatsoever, can secure loan forgiveness within that same period on an income-based plan. \n\nMore disturbingly, these hurdles to achieving PSLF forgiveness have multiplied for me even as my actual eligibility for the program has effectively been rendered moot. According to calculations made on the FSA website the day after I spoke with the two XXXX agents, the income-contingent plan, the only PSLF-qualifying plan for which I am currently eligible, would net a scant {$37.00} in forgiveness a decade from now. To obtain that meager sum, I would have to commit to remitting XXXX large monthly payments over the next 10 years from my relatively low public-service salary, only to risk pay [ ing ] more interest over time if I am not found ultimately eligible for PSLF ( per XXXXXX/XX/XXXX disqualification notice ). If I were to take this risk, my first payment to XXXX would be twice my last payment of {$390.00} to XXXX {$680.00} according to the FSA website and {$770.00} according to its ownhowever, had XXXX XXXX allowed me to switch to an income-based plan back on XX/XX/XXXX, before my promotion to XXXX XXXX I would then have qualified for less onerous income-based schedules truly providing the forgiveness that Congress had intended. \n\nIII. Misinformation and Malfeasance All communications relating to the transfer of my loans to XXXX transfer made compulsory by my PSLF applicationhave proved extremely vague and confusing, excessively so even by banking standards. Two letters from XXXX, each dated XX/XX/XXXX, contradict each other entirely : one declares the transfer to be well underway, the other states that it was afterwards cancelled because the DOE found it not necessary for some unspecified reason. The second letter claims to retract the first, yet of course my loans were transferred exactly as that first supposedly erroneous letter had reported. A third letter from XXXX on XX/XX/XXXX confirmed the transfer, thereby retracting the second letter that retracted first without acknowledging the existence of either. On XX/XX/XXXX, when the new servicer XXXX acknowledged the transfer, I received warning that I must pay {$460.00} in capitalized interest. This notice emphatically claimed \" This is not a bill, yet set a Pay By date just 3 days after the date of the letter. Nowhere in that notice does XXXX  provide justification for the capitalization, or any explanation of its repercussions. Nor does XXXX provide any means to avert the capitalization besides a check paid to that servicer guaranteed to arrive too late to prevent it. \n\nThe phone communications from XXXX have been no less equivocal. When I called onXX/XX/XXXX to inquire about the status of my application, one agent stated that the income-contingent plan would net me little benefit, while a second agent stated that switching to such a plan was so very urgent as to be authorized that very day. The second agent further remarked that XXXX had sent a message warning me of this urgency onXX/XX/XXXX. Despite the alleged exigency, absolutely no record of that message exists, whether on my own email servers or in my XXXX inbox online. ( I received a copy of this email a few days later, as the second agent had promised, but it looked exactly like the belated! Action Required notices that I have since received, betraying no trace of having been forwarded from a previous time. ) By far the most glaring incongruity is that between XXXX XX/XX/XXXX acknowledgement of the transfer, pledged not [ to ] impact the existing terms of the loans, and XXXX XX/XX/XXXX email with the alarming subject line New Repayment Terms declaring outright that The repayment schedule for some or all of [ my ] student loans [ has ] changed. The loan conditions as described in that schedule are markedly different from those that I had originally contracted with the DOE in XX/XX/XXXX : the first payment, the date of final repayment, and the total amount of repayment are all conspicuously changed. I have yet to receive a corrected schedule, and therefore have no means to compare the terms before and after the transfer, but it is abundantly clear that XXXX drastic reduction of my monthly paymentsan enormous 70 % drop from {$390.00} to $ 280will cost me far more in interest over the long life of the loans should I not arrange additional forms of repayment. \n\nXXXX classification of my loans in aXX/XX/XXXX letter as not just graduated, but PRE HERA G [ raduated ], suggests that they were indeed grandfathered into the program at some point, if only to have their status retracted, and perhaps re-retracted, in line with the conflicting letters from XXXX. The Higher Education Reconciliation Act ( HERA ) established 10 years of retroactive eligibility for borrowers working in the public sector without establishing a clear, fair, or practicable means of certifying our eligibility after the factparticularly during the first few years after the program was announced. In consequence, I have been faithfully meeting each of the three conditions for PSLF forgiveness that XXXX XXXX prescribed to me in XX/XX/XXXX only to discover that after 8 additional years of public service, the conditions for forgiveness have transformed so radically in the interim as to be impossible for me to fulfill.\nIV. Conclusion The long-overdue email from XXXX  formally denying my PSLF eligibility identifies no recourse for appeal. Should that denial hold, I will soon enter my 50s on a comparatively modest public-service salary, paying interest on tens of thousands dollars of student debt well into my 60s with very little means to save for retirement, extricate myself from an underwater mortgage, or cushion myself from emergencies. According to XXXX ( uncorrected ) repayment schedule, I owed a shocking 90 % of my original debt {$71000.00} out of XXXX XXXXwhen my loans transferred to that servicer late last year. Thus despite my past 15 years worth of loan payments, tendered to the DOE every month without fail ever since XX/XX/XXXX, I have had only 10 % ( {$8100.00} ) applied to my principal. This crushing debt is precisely the kind that Congress sought to alleviate by instituting the PSLF program. \n\nI believe that the actions of the DOE and its servicers are in clear violation of the Fair Credit Reporting Act and other applicable state and federal statutes. The fraud seems apparent on its face, whether it be the fraud of the DOE and its agents, XXXX or XXXX, or some combination of all three. Compelling me to make yet another decade of loan payments purely due to the malfeasance and active misinformation of these lenders and/or servicers would be an extreme and unconscionable hardship. Either XXXX ( perhaps on the DOEs behalf ) erroneously and egregiously disqualified my payments, or the DOE itself, through its own student-debt division ( XXXX XXXX ), deceived me about the eligibility requirements and thereby foiled my timely application for a qualifying plan.","date_sent_to_company":"2017-09-23T22:04:17.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"48198","tags":null,"has_narrative":true,"complaint_id":"2682806","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AES/PHEAA","date_received":"2017-09-23T20:31:28.000Z","state":"MI","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["A third <em>letter</em> from XXXX on XX/XX/XXXX confirmed the transfer, thereby retracting the second <em>letter</em> that retracted first without acknowledging the existence of either. On XX/XX/XXXX, when the new servicer XXXX acknowledged the transfer, I received <em>warning</em> that I must pay {$460.00} in capitalized interest. This notice emphatically claimed \" This is not a bill, yet set a Pay By date just 3 days after the date of the <em>letter</em>."]},"sort":[5.6158223,"2682806"]},{"_index":"complaint-public-v1","_id":"14413306","_score":5.1949606,"_source":{"product":"Prepaid card","complaint_what_happened":"URGENT FORMAL COMPLAINT : Gross Negligence, Repeated Fraud, and Unjust Denial of Claims by Bank of America EDD XXXX XXXX XXXX Account XXXX in XXXX Total Stolen : Nearly {$40000.00} Dear Consumer Financial Protection Bureau, I am writing to file an urgent and comprehensive formal complaint against Bank of America XXXX Prepaid Card Services regarding a catastrophic series of events that has resulted in the theft of nearly {$40000.00} of my California unemployment benefits. This ordeal, spanning over five years, is a clear demonstration of gross negligence, egregious corporate misconduct, and a complete disregard for consumer protection that has led to profound personal suffering, including homelessness, eviction, and severe emotional and financial devastation. \nXXXX. Account Establishment and Initial Unresolved Access Issues On XXXX, an unemployment insurance prepaid debit card account was opened on my behalf by the California XXXX XXXX Bank of America to receive my bi-weekly benefits during the pandemic. I was informed a debit card would be sent for access to these funds. \nFrom the very beginning, I never received a physical debit card. This exact scenarionot receiving a card, reporting it lost or stolen to Bank of America, and a new one being re-issuedrepeatedly occurred more than 5, but less than 10 times. Each time, Bank of America representatives reassured me my funds were \" 100 % secured and safe '' and advised me to simply \" keep an eye out '' for the new card. My efforts to protect my mail, including reporting ongoing mail theft to local authorities ( Police Report # XXXX ), were tragically unsuccessful. Despite these repeated warnings and my proactive measures, Bank of America failed to implement any effective security protocols or provide alternative methods for me to access my legitimate funds. \nXXXX. XXXX XXXX XXXX and First Theft of Funds My inability to access funds had devastating consequences. Approximately XXXX months into the lockdown, my fianc, who was financially supporting us, tragically passed away at only XXXX XXXX XXXX on [ approximate date of fianc 's passing ], just one week before our planned wedding. This left me in an unfathomable state of grief and without financial support, while Bank of America continued to withhold my funds with \" the same old story. '' The situation culminated in my eviction from my home on XX/XX/XXXX, at XXXX a.m. This was a direct result of Bank of America holding my money \" UNSAFELY HELD XXXX, '' denying me access to the funds I needed to pay rent. This eviction led to the loss of all my belongings, left an eviction on my record ( severely impacting future housing ), and forced me into homelessness, literally sleeping outside in a park. I was entirely dependent on food stamps to avoid physical starvation. \nDuring this period of extreme vulnerability, I contacted Bank of America again. It was then, to my profound shock, that I was informed my account had been \" completely 100 % emptied to {$0.00} '' by an unauthorized individual. This criminal had illegally accessed one of the physical cards repeatedly stolen from my mailbox and, through research I've gathered, acquired my private identifying credentials to activate it. The emotional distress upon hearing this news was overwhelming, triggering a full-blown XXXX XXXX, immense grief, despair, and a feeling of complete betrayal and fury. Despite my suspicions of fraud, I immediately reported the unauthorized transactions and opened a claim for approximately {$26000.00}. This initial claim was denied without any explanation in the very early days of my homelessness, leaving me utterly destitute. \n3. Undisclosed Claim Reversal and Second Theft of Funds Approximately nine months after relocating to XXXX, California ( where I managed to secure temporary housing with a family friend due to my eviction record ), I received a confusing email from Bank of America about \" recent activity '' on my account. As I believed the account was closed after the initial denial, I was alarmed and contacted them. \nTo my astonishment, I learned that Bank of America had unilaterally reversed the denial of my initial claim and approved it with no communication or notification whatsoever to me. Crucially, despite the account 's documented history of being compromised by mail theft and fraud, Bank of America failed to implement any necessary security precautions. They did not close the compromised account, did not reopen a new account with a new number, and did not consider alternative secure options like sending a check. \nPredictably, and horrifyingly, immediately after these funds were approved and deposited into the previously compromised account, they were \" totally liquidated and spent all the way down to the last penny. '' The only email notification I ever received from Bank of America throughout our entire relationship was after this second theft, informing me the account was empty. \nXXXX. Continuous Denials, Bogus Explanations, and Obvious Stonewalling ( Claim No. XXXX ) Upon discovering this second theft of approximately {$22000.00}, I initiated a new claim ( Claim No. XXXX ) on XX/XX/XXXX. During this process, for the very first time, I actually received a physical debit card, albeit for an account with no funds. \nThis claim has been denied and required reconsideration over XXXX times. Each denial letter is an identical, seemingly automated response stating, \" during our research, we identified multiple factors that indicate that the transaction was authorized by you or made by someone who has permission to use your card or account. '' I have been more than vigilant, providing extensive documentation, including : * Original police report from mail theft. \n* A more current police report. \n* Documentation proving I am a victim of identity theft via an Equifax data breach ( dating back to XXXX ), demonstrating my PII was compromised. \n* A federal IRS identity theft affidavit form. \n* My written reconsideration requests as mandated by Bank of America after XX/XX/XXXX, which stipulated new documentation for each appeal. \nDespite repeatedly requesting the specific documentation Bank of America relied upon for their denials, as they are obligated to provide, I have never received any such supporting documents from them. This lack of transparency, coupled with identical denial letters, strongly suggests an automated, AI-generated system that disregards evidence. Supervisors and representatives themselves admit they have never \" seen with their own two eyes '' or spoken to a human from this \" reconsideration team, '' further solidifying my suspicion of a non-existent or automated department designed to deny legitimate claims. \n5. Bank of America 's Own Evidence Contradicts Their Denials On XX/XX/XXXX, in response to a complaint I filed on this website, XXXX XXXX XXXX Bank of America ) provided a denial that at least offered specifics. She claimed denials were based on me being \" in the same place that the transactions were made. Based on account address. '' I directly countered this with irrefutable legal documentation : * Legal eviction documents signed by the sheriff ( XX/XX/XXXX ), proving I was no longer living at the address where they claimed I had on file or where cards were continuously sent and stolen. \n* A one-year lease agreement ( XX/XX/XXXX- XX/XX/XXXX ), proving I was living in an entirely different city and county, far from where any of the disputed transactions occurred. \nDespite this overwhelming evidence, on XX/XX/XXXX, Bank of America issued another denial letter stating, \" your written request didn't include new information or documents supporting your claim. As a result, your claim will continue to remain denied... we identified multiple factors that indicate that the transaction was authorized by you or made by someone who has permission to use your card or account. '' This is a blatant and insulting disregard for concrete legal proof. \nAdding insult to injury, I was evicted a second time from my residence due to non-payment, again directly because Bank of America refused me access to my rightful funds. This second eviction compounded my homelessness, forcing me to live in a tent on a river bottom, further hindering my ability to pursue this case. \nXXXX. Bank of America 's Own Admission of Fault Most critically, after moving to XXXX, California, I received a letter from Bank of America XXXX XXXX Department providing me a check for over {$8100.00}. This check was \" owed to me for the financial harm that I have endured from not having access to my account nor the funds in this account during the impact dated period of XX/XX/XXXX, through XX/XX/XXXX. '' This is Bank of America 's own unequivocal admission that I had no access to my account or funds during the very period when the two major thefts occurred, directly contradicting their repeated denials that transactions were \" authorized by me or someone with my permission. '' I immediately sent this as \" new documentation '' to their claims department, expecting it to finally approve my claim. It was immediately denied again with the same generic \" no new information '' excuse. \n7. Demand for Action I have exhausted all internal avenues with Bank of America. They have consistently stonewalled me, lied, ignored irrefutable evidence, and shown a complete lack of accountability for their role in the theft of my funds and the subsequent devastating impact on my life. My \" 5-year investigation '' into these matters, documented with overwhelming proof that I have provided to Bank of America , makes it unequivocally clear that this institution has no regard for its consumers and actively covers up its failures. \nI demand the Consumer Financial Protection Bureau intervene and compel Bank of America to : * Immediately reimburse me the full amount of all stolen unemployment benefits, totaling nearly {$40000.00}. \n* Provide full compensation for the immense emotional distress, two evictions, homelessness, loss of all belongings, and continued financial and personal devastation directly caused by their gross negligence and predatory practices.\n\n* Conduct a thorough, independent investigation into the Bank of America EDD Prepaid Card Services, specifically addressing their claims process, security failures, and the alleged automated denial system.\n\n* Hold all responsible parties within Bank of America accountable for their actions and inactions.\n\nI have provided Bank of America with every piece of documentation I have acquired. I implore the CFPB to review this egregious case and ensure that justice is served. \nSincerely, XXXX XXXX","date_sent_to_company":"2025-07-02T23:13:24.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"92604","tags":null,"has_narrative":true,"complaint_id":"14413306","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-07-02T22:30:43.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["Bank of America 's Own Admission of Fault Most critically, after moving to XXXX, California, I received a <em>letter</em> from Bank of America XXXX XXXX Department providing me a check for over {$8100.00}."]},"sort":[5.1949606,"14413306"]},{"_index":"complaint-public-v1","_id":"14439299","_score":4.2560673,"_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":["They admit in their response <em>letter</em> that one rep only made an error when it is clear it is many.\\nTheir <em>letter</em> states that these extra fees were accurate when that is not true at all and many of their reps and <em>letters</em> state the opposite. \\nThey also state there are XXXX fees for property inspections that occurred XXXX XXXX XXXX and XXXXXXXX XXXX XXXX. 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