{"took":872,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":14,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7895188","_score":31.026438,"_source":{"product":"Checking or savings account","complaint_what_happened":"The problem started with someone trying force a electronic check through my account I don't recognize or I don't know and I told this arvest bank and we discovered I had identity theft but the problems kept growing because of {$1500.00} electronic check that was passed through my account and then I was trying barrow enough money from these payday loans places to cover it but my bills kept adding up and piling up because of this identity theft problem so I went everyone told them about it ask for personal loan I couldn't get because because of lying cheating credit bureau using inaccurate information they gather on me","date_sent_to_company":"2023-11-23T00:46:57.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"647XX","tags":null,"has_narrative":true,"complaint_id":"7895188","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ARVEST BANK GROUP, INC.","date_received":"2023-11-23T00:25:52.000Z","state":"MO","company_public_response":null,"sub_issue":"Non-sufficient funds and associated fees"},"highlight":{"complaint_what_happened":["<em>personal</em> <em>loan</em> I <em>couldn</em>'t get because because of lying cheating credit bureau using inaccurate information they gather on me"]},"sort":[31.026438,"7895188"]},{"_index":"complaint-public-v1","_id":"6025212","_score":16.694424,"_source":{"product":"Mortgage","complaint_what_happened":"I have been in a nightmare situation doing a refinance with Chase Mortgage Bank. If you are a small business owner I advise you to read this because the deck is stacked against you. \n\nI started the refinance process XX/XX/XXXX. I originally was working with a lender named XXXX XXXX XXXX. On XX/XX/XXXX I asked my business banking connect at Chase to introduce me to some one in the refinance division as I do all my personal and business banking through Chase. The process started as one would expect, I told Chase I was working with another company and provided them with the disclosure information related to the rate that was locked with the other company XXXX XXXX at par ( no point or additional fees ). \n\nMy lending advisor at Chase was able to submit a request to match the rate that was approved and so Chase begun the application process. The advisor ensured me this would be a swift process given Chase has a very large underwriting team and we were working with the specialty department. \n\nThe process was no such thing, it was painful and long and atrocious. XXXX was constantly requesting documents that didn't exist, incorrectly calculating DTI and Income and numerous other issues. I provide all documentation and answer to request within XXXXhrs of request from XXXX. XXXX would take XXXX business days to respond. Towards the end of XXXX beginning of XXXX I made the decision to cancel the XXXX  Loan and move forward with Chase as I was being told Chase was close to moving to the conditional approval. \n\nI paid for an appraisal with XXXX in the beginning of the process and had the home appraised around XX/XX/XXXX. The appraisal came in at ~ XXXX XXXXmln. That appraisal was given to Chase and my lending advisor informed me we would be able to receive an exception for the appraisal. Around this same time I received a call from a Chase appraiser requesting to set up an appointment which I did not do because I informed them we had already submitted the appraisal and received a wavier/exception. Again this was early XXXX. This is a key part and will come back to hurt my family and I down the road. \n\nAfter closing the loan with XXXX to clear a condition for Chase the nightmare continued. We went back and forth with underwriting for another full month. Again my wife an I providing all information required within XXXXhrs and XXXX  taking XXXX business days to review the file and for us to receive a response. \n\nAt this point I was doing everything in my power to try and figure out how this was taking so long and why the XXXX department was so clueless about what documents, taxes, calculations they were making and why they were requesting things that didn't make sense or even exist. I had no transparency or communication from XXXX other then my lending advisor through this process. Things they were requesting that didn't exist, XXXX XXXX transcripts showing no filing has happened yet for XXXX even though they had the extension paper work. In correct usage of XXXX taxes, i.e. requesting a tax filing for an XXXX, which they had because the XXXX flows to my personal return and was filed in a schedule C. Truly just the most insane things from a department that should know how these things work and why they want them. \n\nSeemingly toward the end of XXXX, the exact date was XX/XX/XXXX, we had just cleared all/most of the conditional approval items and we were looking good for Clear to Close. I receive a call from my lending advisor stating the exception/wavier for the appraisal was never approved. My XXXX and I were in disbelief and distraught to say the least. It had been XXXX months and the market was rapidly declining. Chase forced us to do another appraisal and we scheduled as soon as we could for the next week with a rush order. Sure enough the Chase lead appraisal came back roughly {$300000.00} less than the appraisal XXXX months ago. This greatly impacted the XXXX and terms of the loan. Reducing our debt consolidation and cash back. We took it on the chin and continued to move forward with the adjusted loan amounts, because there's nothing we can do, if an appraiser things the market as move that much in XXXX months that's there prerogative. \n\nAt this point the rate had expired and been relocked multiple times and we had no clue what was happening with the loan or cost or cash to close. This is an important point that will come back to hurt us in the end. \n\nThe very next week we ran into another issue. The XXXX team so a credit card flex loan on a XXXX statement from early XXXX. Which they already should have known about and was being calculated in our DTI because it was on the credit report. The XXXX team decided to deduct that full loan amount from our reserve requirement putting us under the reserve threshold. Again I was in disbelief because this loan DIDN'T EVEN EXIST. Yes, correct it had been fully paid off and documentation was provided to XXXX showing the pay-off and they chose to continue to deduct it. Tell me, how is that mitigating there risk? This requirement is in place to protect lenders in the event there was a default or bankruptcy and the borrower had to pay back the loan. But that wouldn't matter in my case BECAUSE THE LOAN WAS CLOSED. \n\nAt this point I am ready to throw in the flag. I didn't know what to do, I was calling every manager number and Chase Hotline I could find. No one could help it was always directed back to the lending advisor and everyone answered based on scripts and checkboxes for what they could say and do. No one at Chase cared. I was just another number to them, but yet they are the one losing money for the rate locks and all the time being exerted into this loan in an unnecessary manner. My only option was to look outside of the bank. I turned to the CFPB for questions and help, they directed me to the OCC ( Office of Comptroller of the Currency ) and the Attorney General of XXXX ( home 's state ). I couldn't help to think at this point there was someone in XXXX who wasn't this loan dead or is discriminating against myself or my wife. I use to work at a large publicly traded bank. CFPB informed me to file a complaint but when I learned about the process I couldn't believe that the complaints go directly back to Chase, literally the bank that is causing the issues gets the complaint and power over my situation. is there no government agencies in place to protect little retail consumers like my self? \n\nI turned to private litigation, looking for an attorney who specializes in Mortgage discrimination and wrong doings. Nearly impossible to find anyone and very expense. I spoke to XXXX  attorneys and either course of action would be more months of suffering and no solution to my lending issue. \n\nWe continued to press on and figure out a way to get our reserve amounts up. I had to reverse three credit card payments to Chase cards to get the reserve amount above this new threshold. At this point my family is suffering financially. I can't move any of my money between accounts for three months. I couldn't pay debts that they would accept and I couldn't pay credit card bills because they were disallowing so much of my funds and only counting funding in Chase accounts mainly. I was hit with late fees and penalties because of this. I couldn't believe a company could get away with this level of negligence and absurdity when it is hurting retail customers financially. No one could help I was stuck waiting through the process. \n\nAfter hitting the reserve requirement, of course more conditions popped up to which we responded and met within XXXXhrs of request, to which XXXX  took XXXX days to respond and review. Finally, today, the day I am writing this we were marked clear to close and ready to schedule. \n\nWhen I reviewed the final loan terms. I noticed chase had included a {$12000.00} fee in \" points '' on the loan. I was outraged. I immediately contact my advisor who incorrectly informed me this was due to multiple rate locks and a fee associated to it. I couldn't believe Chase had the audacity to charge me for the duration of this refinance when it was all on them and emails, calls, documentation will support that. Of course I immediately called the escalation team to look into it. There was nothing they could do and informed me they have to contact my lending advisor. \n\nMy lending advisor called me back and informed me that the fee was actually due to the new appraisal amount. He said that because the appraisal came back so far below the estimate we used- which mind you the estimate we used was the appraisal I had done in the beginning of XXXX that they chose to not use after XXXX months have passed. That there would be this additional fee on top of the loan. \n\nSo I write this today with no resolution and now stuck with a decision to move forward with this loan that was nothing what it should have been if the process was handled correctly by Chase. I don't know what to do and quite frankly, I don't want the loan with these unbelievable, ridiculous fee that Chase is tacking on. I still can't believe this is all legal and no regulators would want to look into this. \n\nI have until XX/XX/XXXX to make a decision. Everything in this story can be validated with emails, record phone calls, and any other evidence needed. I hope for small business owners reading this you make a better choice in a lending partner than I did.","date_sent_to_company":"2022-09-27T16:54:54.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"94568","tags":null,"has_narrative":true,"complaint_id":"6025212","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-09-27T15:56:56.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I asked my business banking connect at Chase to introduce me to some one in the refinance division as I do all my <em>personal</em> and business banking through Chase. The process started as one would expect, I <em>told</em> Chase I was working with another company and provided <em>them</em> with the disclosure information related to the rate that was locked with the other company XXXX XXXX at par ( no point or additional fees )."]},"sort":[16.694424,"6025212"]},{"_index":"complaint-public-v1","_id":"10323827","_score":14.395371,"_source":{"product":"Mortgage","complaint_what_happened":"We were struggling with a lot of credit card debt and had decided against the personal loan route because of interest rates in the double digits when we received a mailing from our current primary mortgage lender, Freedom Mortgage, alerting us to the potential of additional equity in the house that we could borrow against. We already had a home equity loan from a few years back when we renovated the entire basement so I wasn't sure of the options but decided to at least inquire. I received a call from XXXX XXXX that same day, XX/XX/XXXX ; he said we would have to refinance the entire primary mortgage and pay off the home equity loan/ second mortgage along with our credit cards, it would be a 5.75 % interest rate, and the only choice he gave me was between our existing term of 22 years and a new term of 30 years. \n\nI made it very clear that I am a person who likes all the information and told him I had to take the day to ponder and crunch numbers because we would be giving up a 3 % interest rate on our primary mortgage. After discussing in great detail and going over our existing monthly payments versus what our new budget would look like we did decide to move forward because we would in turn also be paying off our credit cards which have interest rates between 23 and 29 %. I called him back the next day, and confirmed we did want to proceed, at which point he re-stated the interest rate of 5.75 % and said that it was now locked. \n\nA few weeks later, when reviewing the Loan Estimate worksheet I questioned a few things : the XXXX re-inspection fee being listed as {$300.00} when the VA fee schedule shows a XXXX of {$150.00}, the {$400.00} we had to prepay for the appraisal not being reflected, as well as what they called 'Origination Charges ' being 4.9 % as I knew that what the XXXX XXXX XXXX ' fees are maxed at 1 % for VA loans XXXX XXXX said the numbers on this worksheet were just placeholders and the final closing worksheet would be the final and correct numbers, and as far as the Origination Charges ' being 4.9 % he gave me the reasoning \" that the 1 % cap is only for new purchases and not for cash-out ''. We did e-sign it because he insisted it was ( just like everything else ) 'time sensitive ' and needed to be signed immediately to prevent delays in the processing of the loan, but I still wanted to confirm with a VA contact since I could not find that differentiation in my research, so I found an online resource where I could ask general questions, and sent them an email. \n\nWe were able to get the required repairs from the appraisal completed and for the appraiser to come back out within the week which moved our loan through underwriting and to get scheduled for closing before I received any responses to my email. The next morning I received a response from a VA representative stating 'the maximum origination fee for a purchase or cash-out is 1 % of the loan amount ' so I immediately contacted Freedom Mortgage to speak with someone to try and clarify the different information I was being given. I was transferred to the closing department where I spoke with a representative who said the 'origination fee ' is just the 'points ' we are paying to get a lower interest rate, which I was very confused about since I was only given one interest rate the entire time. She then said she couldn't give me any other information since she wasn't licensed and I had to speak with the loan officer. I was obviously uncomfortable considering at this point he had essentially misled me at least twice, but she said we had to speak with the designated loan officer and could or would not provide the name of a supervisor.\n\nWhen I spoke with XXXX his response was \" most borrowers don't want to hear about a higher interest rate '' and his apology was \" I'm sorry I didn't discuss that with you and just went the route most borrowers want to go, the lower interest rate ''. I asked how it didn't also come up when I specifically asked about that line item and he simply repeated \" like I said I do apologize '' but it didn't feel sincere. This wasn't a simple oversight ; it was intentional lack of disclosure. Otherwise, when I inquired about it he would have been the one to tell me those were points to buy down our interest rate, if he had honestly forgotten to mention it the first time, and he wouldn't have fabricated some story about the reasoning being the type of financing we were pursuing or insisted that \" most borrowers don't want to hear about a higher interest rate '' if this wasn't his intention all along. For XXXX to insist he is doing his customers a favor by only disclosing the lower interest rate without discussing what you have to pay in exchange is ridiculous. On the contrary, showing borrowers all of the information up front and exploring the option to lower that in exchange for points with them would allow the loan officer the opportunity to show them potential savings over the life of the loan, and if they choose to go that route, would make them feel better about the lower rate. For them to only present the most advantageous route for their company, to receive one lump payment rather than wait several years for the interest to trickle in, without knowing or exploring with the borrower their plans, such as how long they plan to stay in the home, if they are planning a refinance before the break-even point, etc. is an unfair trade practice. For some borrowers several extra XXXX dollars at the time of closing to go towards debit with higher interest rates may outweigh the savings of getting to the break-even point. Not to mention the fact that I had to do my own research to find the information to even weigh the options ; borrowers should be better informed and be given the opportunity to make an educated decision and for everyone to be on the same page from day one to avoid feeling yanked around and/or taken advantage of. In addition to that, some borrowers may be shopping around for rates, and it could be the critical difference in deciding which company to go with.\n\nWe had to pay out of pocket for half of the appraisal up front, which says on the cover page that it is prepared specifically for this company, so we feel like we have to continue moving forward with them and not waste the money to redo that part again for another company, but it is very upsetting to think that by doing business with them we may be condoning their behavior.\n\nLastly, while I know the disclosure of 'this call may be recorded ' every time you call doesn't guarantee there is a recording, I hope Freedom Mortgage will at least check and properly investigate this claim rather than allowing their loan officers to decide the structure of a proposed loan and ignoring their ethical obligation of full disclosure to their clients.","date_sent_to_company":"2024-10-02T15:28:40.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"VA mortgage","zip_code":"042XX","tags":"Servicemember","has_narrative":true,"complaint_id":"10323827","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2024-10-02T14:54:14.000Z","state":"ME","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees or costs during the application process"},"highlight":{"complaint_what_happened":["On the contrary, showing borrowers all of the information up front and exploring the option to lower that in exchange for points with <em>them</em> would allow the <em>loan</em> officer the opportunity to show <em>them</em> potential savings over the life of the <em>loan</em>, and if they choose to go that route, would make <em>them</em> feel better <em>about</em> the lower rate."]},"sort":[14.395371,"10323827"]},{"_index":"complaint-public-v1","_id":"12540818","_score":14.207034,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX the non-profit I worked for, for XXXX XXXX years, informed everyone that it didn't secure funding in order to continue running. That day the organization let everyone go and we were informed that XX/XX/XXXX would be our last paycheck. From XXXX until now, I've been in constant communication with Navy Federal Credit Union informing them of the unfortunate event and asking them for options on how to keep my accounts active while searching for new employment. \n\nI unfortunately, was not able to secure new employment until XXXX of XXXX. I kept XXXX XXXX in the loop during my entire XXXX hardship and was actively seeking assistance and ways to keep my accounts active. On XX/XX/XXXX or XXXX, I spoke to a representative from the \" Personal Loan and Financing '' department named XXXX and she informed me that I could apply for an interest rate reduction by applying over the phone with her. I tried to pay {$300.00} on the account and XXXX reversed it because she said if I was approved that can go towards my first month payment, she also informed me that she would pause a payment being due on my balance transfer loan for the month of XXXX and I would start repaying again in XXXX, if approved. I did that, and was denied on XX/XX/XXXX and the denial came by way of email at XXXX. I then called XXXX XXXX to ask why I was denied, and a gentleman informed me that I needed to pay {$300.00} in order to show that I had XXXX full payments on the account since its inception in order to be eligible to apply for special services or assistance. On XX/XX/XXXX, I made a {$300.00} payment. I asked him could I re-apply with him ; he informed me to wait a couple days. I called a couple days later and spoke with a representative and she informed me that I would have to apply for the reduced interested rate with the young lady XXXX, who offered the option and sent in my application the first time. She informed me that she would reach out to XXXX to reach out to me. I called again after no follow up call from XXXX, on XX/XX/XXXX, and was able to connect with XXXX and she took me through the application process once again. I agreed and was told to lookout for correspondence. \n\nI was thinking that the Personal Finance team was still reviewing my application because when I was denied before, I received an email stating I was denied within XXXX. I kept looking for email correspondence and never received a email. I thought that maybe they were considering me, and it took more time than the first time, anywhere from XXXX. I called Navy Federal twice on XXXX weekends and was told the department was closed. I then called again on XX/XX/XXXX to ask for an update on my application and was informed by the automated system that my account was charged off. I then called Navy Federal XXXX times to try and get answers. The first XXXX times I called the representatives informed me that I couldn't speak with a manager, they had to put in a request and that I couldn't speak with the charge off department either. The last gentleman I spoke with informed me that I could speak with the XXXX XXXX department. \n\nI was then connected with a representative named XXXX. XXXX informed me from the beginning of the call that some mistakes were made on Navy Federals end. She informed me that she saw that I had re-applied for the reduced interest rate program again on XX/XX/XXXX. She then informed me that it then looked as if it was never submitted for review, but she was able to see that it was completed, and that XXXX had finished out the application with me. She said after that it was no paper trail. It was never submitted for approval or had any movement. XXXX informed also that XXXX forgot to read me a clause on the application, stating that if I was approved for the interest rate reduction on the consolidation loan, that I would have to shut down my balance transfer account with XXXX XXXX. I was never told that, and that's why there wasn't a consent from me in regard to that clause. Also, XXXX, informed me that XXXX should have made me wait XXXX days from XX/XX/XXXX or more before re-applying because the application would automatically be denied because it was within the same time frame as the last application. XXXX informed me that XXXX was at lunch and that I would hear from someone soon within the day because it was clear that the ball was dropped. XXXX also informed me that all calls are recorded, and they needed to do further digging to see what happened. I informed XXXX that I had not received an email stating I was denied of the interest rate reduction or mail that stated that either. The only email I was able to find was a email in my junk folder stating options to settle my debt which was sent on XX/XX/XXXX. I came across that email when searching for correspondence from Navy Federal on XX/XX/XXXX. \n\n\nAt XXXX on XX/XX/XXXX, I received a call from XXXX XXXX and she apologized and informed me that the application was never processed and that it hadn't had any movement past the day I applied which was XX/XX/XXXX. She also said, she didn't see the clause that stated that my other balance transfer account would be closed if approved for the interest rate reduction on my consolidation loan. She apologized once more. She then informed me that her manager would see what she could do, to honor the XXXX % interest rate and reverse the charge off. I informed XXXX that I would like to speak with her manager personally because this was a very big ball dropped and I had no idea that my account had been charged off, while waiting for correspondence from the personal finance team and that it should have never happened. XXXX said she understood and that her manager agreed to call me the afternoon of XX/XX/XXXX. That never happened. \n\n\nOn XX/XX/XXXX at XXXX I called Navy Federal again, since nobody had reached out, and was able to be put through to XXXX 's supervisor XXXX XXXX. As soon as XXXX XXXX got on the phone, she informed me that she had got tied up yesterday and that's why she didn't return my call. She also came off very brash and informed me that she would not be reinstating my account/ reversing the charge off regardless of the mistakes made by her team. She also informed me that she had no record of my applying on again on XX/XX/XXXX, and the reason she denied me on XX/XX/XXXX is because I hadn't made a payment in 8 months and that was ridiculous. I informed her that my job lost all its funding unexpectedly and I was awarded unemployment due to me working for a non-profit. I also informed her that I had been keeping in contact with XXXX XXXX throughout my hardship and asking for options and assistance to keep my accounts active. XXXX XXXX 's tone was very incentive, disregarding and degrading. I informed her that I didn't appreciate her tone and let 's stay on the topic of her team dropping the ball. I had no correspondence that I was denied, I asked her how XXXX could have a clear view of my application on XX/XX/XXXX but she could not access or find it. She informed me that XXXX did drop the ball by not reading the clause to me about the other account closing but that's it. She told me that she wanted to make it clear in a disheartening but authoritative tone that \" She WOULD NOT APPROVE ME FOR THE INTEREST REDUCTION ON MY LOAN ''. She told me she wanted to make that clear and just as she denied me on the first application, if the second application would have gotten to her, she would of denied me again. However, I reminded her that it didn't get to her and that was a problem because if she did deny it, I would have been aware and able to call Navy Federal about other options I had available. I informed her that XXXX already assured me that she was able to see in her notes the date of XX/XX/XXXX as to when I applied a second time and that my application never went through the process it should have. I encouraged XXXX XXXX to listen to all of the recorded phone calls. I then expressed my disappointed in XXXX XXXX tone, demeanor and delivery. She was beyond rude and nasty. I informed her that I would be reaching out to the CFPB and she told me to \" go ahead '' nonchalantly. I also informed XXXX XXXX that I had been a wonderful customer of Navy Federal for XXXX and at one point kept over {$20000.00} in my account and over $ XXXX in my account for years because Navy Federal was my bank of preference. However, after losing my job, I couldn't do that any longer. She then informed me that she would see if she could reinstate my account, but if she does, she would still deny me of getting an interest rate reduction because the account was past due. She informed me that representatives were wrong by telling me that the {$300.00} would make me eligible to apply for the interest reduction program. I informed her that, that was an error also on her team 's end. I asked to speak with her XXXX or her provide me with his email address or someone above her and she informed me that she couldn't do that, but she was writing him on a chat, and he would reach out to me. This ordeal has caused me stress, and anxiety and disappointment in Navy Federal. I'VE NEVER BEEN SPOKEN TO IN SUCH A DISRESPECTFUL AND UNINTERESTED WAY. XXXX XXXX was obnoxious and unconcerned with my concerns and how her team 's mistakes ultimately lead to a charge off of mt account which shouldn't have happened if their process was followed correctly. I've always followed up on my account and if I was informed that I was denied I would have worked with Navy Federal to keep my account active, instead of thinking I'm waiting on a yes/no decision from the personal finance department XXXX A charge off will affect my credit and I was unfairly treated and did not have the due diligence with the process of my application.","date_sent_to_company":"2025-03-18T18:08:48.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"30052","tags":null,"has_narrative":true,"complaint_id":"12540818","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-03-18T16:44:45.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Was not notified of investigation status or results"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX the non-profit I worked for, for XXXX XXXX years, informed <em>everyone</em> that it didn't secure funding in order to continue running. That day the organization let <em>everyone</em> go and we were informed that XX/XX/XXXX would be our last paycheck. From XXXX until now, I've been in constant communication with Navy Federal Credit Union informing <em>them</em> of the unfortunate event and asking <em>them</em> for options on how to keep my accounts active while searching for new employment."],"product":["Credit reporting or other <em>personal</em> consumer reports"]},"sort":[14.207034,"12540818"]},{"_index":"complaint-public-v1","_id":"2993618","_score":14.1349125,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I have a personal loan through One Main Financial in XXXX, PA. When the loan was taken out, a certain amount was determined to pay back each month. This amount worked for quite a while. At the time the loan was taken out, we were told by the person finalizing the paperwork for the loan that should anything change that we are unable to afford the payment, let them know and they will work with us and help get it where we can afford to pay it back. The loan is with myself and a friend of mine. His car is collateral. At the time the loan was taken out there was a special insurance plan that was taken out that you could get 1/2 off hotels, free towing, legal help and a whole lot of other stuff. We took it out. We were going on vacation 6 weeks after the loan was taken out and this sounded like it would help with hotels and financially. Before we left, the cards had not been received by us. We called the lady that finalized the loan and she said that to go ahead and call about getting the discount rates from the XXXX number provided on the application and if they couldn't give us the rate, make sure we have a copy of the rate showing that we indeed did pay for it and then submit it and they will reimburse what is due. \n\nI called the number to get the discounted rates and the gentleman that answered said that he could see by looking up our names that we were indeed covered, however, without a card, they could not honor the rate reduction. \n\nUpon returning home, I called the company and explained the situation. They said that they will not refund any money as we did not have the card in time and it is our loss. Furthermore, he explained to me that why would this lady assume that she can tell what our company will do. This company is not associated with their company and they have no right telling you that it will be refunded. They can refund the 1/2 if they want to but our company will not refund it. \n\nI called the person at One Main and explained what the company that supplies the services had said to me. She informed me that it wasn't her problem as she could not be held responsible for the company taking that long to issue the card. There was nothing she could do. I then called the company back and thank XXXX that I called when I did. In order to get a full refund of this insurance thing it had to be done within 2 days. Needless to say, it was cancelled and we did receive the refund in its entirety. Once again, a total lie from this company. \nXXXX However, within the last 6 months, the income in my household has changed significantly. I live with my son and his girlfriend, whom a wedding was set up for but has since fell apart, has moved out of the house. Therefore we have lost an entire income from the household and I have subsequently had to pick up more bills than I was paying when the loan was taken out. \n\nI was told by the person that finalized the paperwork and she said that the manager would contact me regarding helping us with the payments so that the car would not be repo 'd. 3 months later I had not heard a word except nasty, rude, ignorant calls telling  me that the account is in arrears and needs paid immediately. I explained the situation and the lady informed me it is \" Not my problem, it is your problem ''. I told her that she was downright rude and very inconsiderate. Obviously she had never experienced a hardship in her life, must be nice. \n\nI called the corporate office and spoke with a very nice lady who talked to me about the problem and then she transferred me to the XXXX Office. They said that they would see what they could do. The lady from corporate called me back after the conversation with the local office and asked what I thought of the situation that they would try to help with. I informed her that it would be great if they truly followed through with it. Furthermore, she informed me that she would take care of the situation with the rude and ignorant staff and manager. \n\nAs of this date, they are even more ignorant and ruder than before. \n\nMany phone calls have been made back and forth between the local branch. It has been explained many times that our income has not changed but the income of where I reside has drastically changed. They submitted some paperwork to have the payments lowered and it was okayed for I believe it was 3-6 months at a lower payment. Since then, they have tried again and it was denied. \n\nNot only has my financial responsibilities changed but also my health. I have had 6 XXXX since XXXX, 2017 and I can prove these XXXX with documentation if needed. I still have to have 3 more XXXX as of right now. Therefore my medical expenses have increased as well as my living expenses. \n\nEvery time they submit for the lower payments, they say that it was declined due to no change in INCOME. This is true. We have told them this is not the problem. It is the living expenses for me since one entire income is no longer in the household to pay some of the living expenses. \n\nI have never dealt with a company as rude as One Main is. In fact, I looked up One Main again yesterday to get the corporate headquarters number again to see if they  could help my friend and I out. When I looked it up, I noticed reviews. I started reading them. Much to my surprise, this company must have the worst reviews I have ever seen. In fact, one of them mentioned to file a complaint with this group, as I am currently doing. \n\nI have had people in the area tell me that they would not recommend One Main because they shaft the heck out of their clients. I went in to check it out, and they were the nicest people that I had ever met. Bent over backwards to help us get the loan. Boy was I deceived. \n\nA partial payment was made a couple days ago and they said that it was not enough. Excuse me a partial payment is better than none. I mean if they are going to refuse a payment, I have heard that the debt can be paid in full due to declining a payment. \n\nI am so stressed, my friend is stressed as he can not afford to lose his car. If we would have known there would be a loss of an entire income in my household, this loan would never have been taken out. An for that lady that told me that it was not her problem it was mine, and why did we take the loan out if we knew we could not afford the payments. That is just plain ignorant. Obviously it was a circumstance that happened that was not known at the time the loan was taken out. \n\nI am so disappointed in this company. I have told everyone I know if they need a loan absolutely do not go to One Main. They are very rude to their clients. I am surprised the place is still in business with the attitudes of their employees. \n\nAt this point, I have no idea what I can do or where to turn. I have asked multiple times from the XXXX numbers as well as the branch office for help. I get absolutely nowhere. It seems as if they do not even try to help, which is deceiving as we were told that they would help us if any problem that they payments could not be afforded in order to not lose the car. \n\nI am sorry that I have ranted and raved to whomever gets this letter, but I feel we have been unjustly treated and lied to on multiple occasions with this specific branch. I also see that MANY other complaints have been filed under reviews of this company with the same complaints. \n\nHow can a company be operating with misinformation like that? \n\nI would like to Thank You for your time in this matter.","date_sent_to_company":"2018-08-16T19:20:46.000Z","issue":"Struggling to pay your loan","sub_product":"Personal line of credit","zip_code":"164XX","tags":null,"has_narrative":true,"complaint_id":"2993618","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ONEMAIN FINANCIAL HOLDINGS, LLC.","date_received":"2018-08-16T18:10:15.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have a <em>personal</em> <em>loan</em> through One Main Financial in XXXX, PA. When the <em>loan</em> was taken out, a certain amount was determined to pay back each month. This amount worked for quite a while. At the time the <em>loan</em> was taken out, we were <em>told</em> by the person finalizing the paperwork for the <em>loan</em> that should anything change that we are unable to afford the payment, let <em>them</em> know and they will work with us and help get it where we can afford to pay it back. The <em>loan</em> is with myself and a friend of mine."],"product":["Payday <em>loan</em>, title <em>loan</em>, or <em>personal</em> <em>loan</em>"],"issue":["Struggling to pay your <em>loan</em>"],"sub_product":["<em>Personal</em> line of credit"]},"sort":[14.1349125,"2993618"]},{"_index":"complaint-public-v1","_id":"9153175","_score":13.478162,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"XX/XX/XXXX I submitted a complaint about this dealership to the AZ Attorney General 's office when I uncovered the multiple acts of deception, omission, redirection and outright lies incurred doing business with XXXX XXXX, however, disappointingly I never received ANY response. I made 1 follow up phone inquiry months later, to which I was told to keep waiting. XXXX XXXX was the AZ Attorney General during this time. It was the Attorney general 's office that ordered XXXX XXXX and another XXXX XXXX in the XXXX to reimburse customers for low-life sales tactics and just flat taking advantage so I thought that I had a chance at getting heard and people were urged to submit reports if they had experienced anything similar and I was definitely one of those people In XXXX of XXXX I shopped online for a used vehicle through XXXX and after getting preapproved for financing with XXXX XXXX , I went to XXXX XXXX in person to finalize the transaction. \nVery clearly from the beginning I informed XXXX XXXX that I had financing in place and I wanted a 48-month loan for the XXXX XXXX. \nI made a down payment of {$2000.00} and my apr was 8.25 %. As he was handing me the keys, I noticed a large gap between the rear fender and the bumper where the pavement was visible beyond the damage. I exclaimed Oh! What's THIS? the damage was so significant that it would have been a deal-breaker from the get-go if I had seen it before then. XXXX then told me somebody from the dealership would be contacting me at a later date to bring the vehicle back and have that fixed. Foolishly I trusted him. I did return to the dealership a couple of weeks after that thinking that I was going in for that very appointment to have the damage fixed however I only met with XXXX and the finance gal named XXXX who presented me with another another contract to sign even though I had already signed a contract. XXXX finally spilled the beans that I wasn't actually going to have any work done on the car that day that I have to bring it back yet again, and since I was already in a hurry to leave I went ahead and signed it and I asked why I was signing a new contract and they both said we saved you some money so I didn't bother to read it but I did receive my copy in the mail about a week later and I stuck it with a bunch of other papers and didn't even open the envelope. I was confused that I was leaving without getting my car fixed but it was just a trick to bring me in there to sign another contract. When I finally nailed him down on the actual nature of the repair and the fact that he had acted like it was good not going to be a big deal to get it taken care of he started wiggling away from the responsibility and finally decided when I did go back in to have it repaired, that it was too expensive to fix and I left the dealership upset. Sometime possibly a couple of weeks after that I contacted XXXX XXXX again and let him know that it was not acceptable and that I was not interested in having the car unless it was fixed. I even took it to a different XXXXXXXX XXXX in XXXX and had it appraised, which they told me it was going to be between XXXX and {$4000.00}. \nWhen I went back to the dealership to talk to XXXX about what were going to do to remedy this they offered me a different car. I was very preoccupied that day as I had a family member that had been arrested in XXXX XXXX and my biggest concern that day was to get to XXXX XXXX to post bail and get my relative out of jail. XXXX XXXX and all of the staff involved in this transaction that day completely took advantage of the fact that I was not paying very much attention and I ended up going from the original contract which was 8.25 % percentage rate for 4 years all the way up to 17.99 % percentage rate for an ADDITIONAL 18 MONTHS TACKED ON TO THE LOAN! Also, they stopped my extended warranty refund to the down payment, which I was not informed about until I called the finance company later to ask about the refund. Predators!!! XXXX knew exactly what those line items were and he made sure I didn't talk to anyone in finance every time I tried to. \nWhen I sat down and figured out the huge difference in the principal, the interest and the length of the loan I just about lost my head, so I requested a meeting with the sales manager XXXX XXXX who had contacted me a couple of times with auto-generated fluff previously about my purchase via email. I also wanted to speak with somebody else in finance at the meeting. When I arrived at XXXX XXXX to have this requested tell-all session about the predatory, warped-beyond-recognition, horrible contract that I ended up with, nobody showed aside from XXXX. Therefore, my finance questions were not answered. In fact, he told me he didn't know what all of these line items that I was questioning were. So then I requested to talk to another woman there. Her name was XXXX XXXX and she dismissed me on XX/XX/XXXX when I didn't make the phone call on time due to the fact the charging port in the XXXX had a blown fuse and wouldn't charge my cell phone. I believe that she was protecting the sales staff from the get-go and she continued to do that. She wanted specific information that was in the contracts ( 4 total contracts.each one less favorable then the last ) that I didn't have with me and inferred I was somewhat incompetent for not retaining the exact numbers in my head without a reference to give her. \nAs I was working on a large remodeling project in XXXX XXXX I didn't have any discretionary time to do follow up on this and figured I would contact her when I did have the time. In the meantime, my car wasn't driving well when I used the freeways and it was making me nervous about safety. When I finally contacted somebody about the unstable performance issues I was having, a diagnostic was discussed and XXXX said they would cover it. The car is a XXXX XXXX XXXX and my first issue was that the XXXX ( and everyone else ) claimed that this car had never been in an acaccident. But it was obvious that it had, because there was a bad repair on the rear driver 's door and there was touch up paint on the bumpers and when I asked for the diagnostic ( which XXXX had told me at first was going to be paid for by XXXX XXXX but it wasn't so I went ahead and paid for it myself and after giving them {$160.00} ) I learned from the techs at XXXX XXXX that the only thing that was wrong with my car was it needed the transmission fluid topped off and that all four wheels were bent from impact. I must stress that the impact was not from me. The fog light that had been knocked out of its socket and burned a hole through the bumper was also part of the damage from the accident that was never reported it included on the XXXX XXXX report. The car wasn't driving right and it felt unstable and unsteady and the steering wasn't really true. There was a lot of play and the tires didn't feel like they were gripping the road right. When I later delved into the financial portion of the contract I learned that they did not use the financing that I brought with XXXX XXXX. Instead they made multiple hard pulls and later on XXXX FLAT LIED and told me that when they ran my credit through XXXX that day that I was denied which is an absolute lie because I spoke with XXXX later and he completely confirmed that I had been approved for a loan and that there was no reason for anybody at XXXX XXXX to go any farther looking for a lender because XXXX had me, unwaveringly. I went from paying around {$2500.00} in interest to over {$7000.00} in interest in the final insult contract. They also took the money that was financed in with the original XXXX for a extended warranty ( that I chose not to adopt on the second car ) and put it toward the down payment of the XXXX which I never agreed to! If I signed a paper, it was rushed in passing in front of me and nobody explained it in finance about what it was because those line items were conveniently not explainable by XXXX either. He just said he didn't know. Then XXXX from finance was never available after that so I couldn't ask her and my phone calls to her just went to voicemail and I never received any phone calls back. \nThis whole car deal and all dealings with XXXX XXXX were handled abominably by their staff and the trickery and deception involved should definitely qualify me for some kind of XXXX citizen protection from the Arizona attorney general 's office because I don't think that anybody should accept that when they walk into a used car dealership that theyre going to get screws put to them if they're not 100 % prepared for slimy tactics by the sales and finance team unless bring a personal fiduciary arsenal along with them. \nWhen I confronted XXXX with the internet article that I had found that outlined the illegal sales practices and just morally wrong ways that they took advantage of people and that they were ordered to pay back over a XXXX dollars to different customers that year, I thought I would definitely have a place in that group. Unfortunately, the Attorney General 's office never returned my communication that is why I am filing with you today. \nThe car that I ended up buying does not suit my requirements as far as being able to carry things in it because it's a four-door sedan and the original one that I wanted was a hatchback. I made a hasty decision due to the fact that I was under duress when I went back into the dealership to pick a new car and I was prevented from seeing any of the people at the dealership that would have been able to answer questions that I had about the contract and the damage to the car. By now, i have had the rims welded because they keep cracking due to \" impact '' XXXX from the last owner! also lied about the article that I was presenting to him and told me that if I had read it closer that it was from almost 10 years prior which was a flat lie. I really don't know how he can live with himself or why he's still employed there or anywhere where he could take advantage of people. \nThe icing on this very bad cake was that I contacted XXXX XXXX, who is a another sales team member, about a XXXX sport wagon that was on the lot for sale because I got pre-approved for yet another auto loan during this time and I was interested in the XXXX because it was a lower price and it would serve my needs as far as being able to haul things. Interestingly, on my way to the dealership ( he knew I was coming ) he called and told me that it had been sold!! Yet it was still up on the website two and three weeks later so I believe that I was bait & switched and or illegally LED away from the car that I actually would have been able to use and utilize and not get screwed on and I believe that's illegal! Please let me know what you think. I know it's been 2 years but it's not something I've been able to let go and I don't abide by just expecting to get completely dragged through a keyhole when you go to buy a car from a used car dealership like everybody else seems to think you deserve if you don't walk in with an arsenal to protect you. I've got 3 years now left on this loan that should have only been 2 more. And the lied saying it was the same deal just a different car. But I'm paying an entire year longer than I agreed to do. Nothing was further from the truth! \nI'm am attaching screen shots of emails to XXXX XXXX. If i missed a section, please inform me and I'll send it. I've got duplicates for sure bc I'm trying to give the whole conversation. The last two attachments document the dealership from a forum online and the dates i copied them. There is an order where the dealership had to compensate customers for their practices and dishonestly. Please look it's up. Thank you, a very unhappy consumer.","date_sent_to_company":"2024-06-04T11:18:04.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"85212","tags":"Servicemember","has_narrative":true,"complaint_id":"9153175","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MECHANICS BANK","date_received":"2024-06-02T11:23:24.000Z","state":"AZ","company_public_response":null,"sub_issue":"Changes in terms mid-deal or after closing"},"highlight":{"complaint_what_happened":["along with <em>them</em>."],"product":["Vehicle <em>loan</em> or lease"],"issue":["Getting a <em>loan</em> or lease"],"sub_product":["<em>Loan</em>"]},"sort":[13.478162,"9153175"]},{"_index":"complaint-public-v1","_id":"3105500","_score":13.445807,"_source":{"product":"Mortgage","complaint_what_happened":"We're two months behind on our payments with our mortgage company. We have tried working with them but they refuse to work with us. We have 1 full mortgage payment plus the late fee and extra. Its not the full 2 months owed but they refuse to take the money until we have the full 2 months worth. Which is just ridiculous because then we get even farther behind in payments while they wait. It is very hard to fix anything with this company when they will not budge at all. We tried to get a loan modification earlier in the year and they denied us because they kept saying they didn't receive the documents we sent them or they got lost and then it was well we need more information from you. We don't see how this is possible when we wrote our loan # on every document sent just like they asked. When mailing the documents we also did a certified mail receipt which would tell us they had to sign for it in order to receive the documents and we got the confirmation. So we truthfully believe they are lying to us about not receiving the documents or that they were lost. Because it went from they are lost to oh we need more information. Then all of a sudden we were denied. We followed everything they wanted us to and they were very unprofessional about all of it. We were so vulnerable and explained our very personal situation to them. How can we fix something if this company won't even budge to work with us in any type of way. \n\nHere is our current situation and why it is hard for us to make ends meet. \n\nOur XXXX XXXX XXXX daughter has been struggling with her XXXX   XXXX since the age of XXXX XXXX XXXX. She not only suffers from XXXX but also struggles with XXXX, XXXX, XXXX  and she is XXXX. She has been going to therapy for all of these things since the age of XXXX. \n\nIn XXXX of XXXX she told us that everyone would be better off without her. Her therapist, my wife and myself have been working very hard to stabilize her XXXX XXXX. But unfortunately it took a turn for the worse on XX/XX/XXXX when XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Due to the intensive need of her care this crisis situation resulted in my wife having to go on a FMLA ( family medical leave of absence ). Our daughter has been hospitalized 4 times due to her XXXX XXXX since XX/XX/XXXX. \n\nOur mortgage payment is the biggest bill that we have in our household and we are struggling greatly to make this payment. We are also struggling to keep on the electric, gas, water, phones, car payment and keep groceries in our home. Having a car is required for all the appointments that my wife and daughter need to go to every week for her treatment and gasoline is also part of that cost. My engine blew in my vehicle, which resulted in me having to purchase a new vehicle because I could not afford to miss work and had no other means of transportation. After doing so I discovered that the vehicle I purchased had mechanical issues and which was another expense that set us back even more. \n\nMy wife was struggling to find the time between appointments and the energy to return to work because our daughter 's care was and still is so intensive. Sleep for her was very limited due to having to check on her so often. Even though her energy was so low and our daughters care was intensive my wife made the decision to return to work in order to keep us from losing our home. My wife was on the FMLA starting XX/XX/XXXX and her work was able to accommodate our daughters appointment schedule so that my wife could return to work. She returned to work as of XX/XX/XXXX. She had only been back at work for a little over 2 months when on XX/XX/XXXX our daughter XXXX XXXX XXXX XXXX XXXX XXXX. I say this with a lump in my throat. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We are all so thankful that I found her in the time that I did because she would not be here today. We called authorities and they took her to the hospital where she stayed for 2 days and was then transported to a XXXX XXXX XXXX. We pushed for her to get long term because we had been doing every thing possible to keep her safe and it wasn't enough. \n\nSo in order to take better care of our daughter and herself, she couldn't do it all it was too much stress to keep doing both, my wife and I made the decision together that it would be best for her to quit her job. Things have been rough for us financially but because my wife is able to solely focus on what our daughter needs and her own self care our family is healing. \n\nWe even have more appointments surrounding my daughter than before. Which include every week parent support, safety meetings, XXXX  and wrap around team meetings. We also have XXXX younger children that my wife cares for and adding my wife 's school schedule to all of these appointments makes it difficult for her to seek work and keep working. \n\nWe really are trying to work with this company but they will not work with us. We have told them all of our struggles just as we have shared on here today. So please help us get this complaint to this company to help us resolve this issue. We need them to accept our loan modification or mitigation. We are not sure which one it is supposed to be. \n\nWe do not want to lose our home and we are doing everything we can to keep it. We have 1 full mortgage payment including the late fee but M & T Bank told us they would not accept this payment and required the 2 previous months owed. With the 2 previous months owed and the current payment due we now owe 3 months in total. So we're not really sure where to go from here.","date_sent_to_company":"2018-12-19T23:40:03.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"98030","tags":null,"has_narrative":true,"complaint_id":"3105500","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2018-12-19T22:42:07.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["So we truthfully believe they are lying to us <em>about</em> not receiving the documents or that they were lost. Because it <em>went</em> from they are lost to oh we need more information. Then all of a sudden we were denied. We followed everything they wanted us to and they were very unprofessional <em>about</em> all of it. We were so vulnerable and explained our very <em>personal</em> situation to <em>them</em>. How can we fix something if this company won't even budge to work with us in any type of way."]},"sort":[13.445807,"3105500"]},{"_index":"complaint-public-v1","_id":"8276860","_score":12.436369,"_source":{"product":"Credit card","complaint_what_happened":"on XX/XX/XXXX, I called the company because I had not been able to log on to the account to make a payment. I had wound up making a payment as a guest, without being able to see any of my information or pay off amounts, terms of my agreement, or anything else. DESPITE having the physical card in my possession, having the full account number, providing my name, date of birth, confirming my correct phone number, and address on file. \n\nThis had happened to me previously, back in XX/XX/XXXX, when I had made another purchase on the account ( the first one when I initially opened it ), and thought it was odd that I hadn't received any bill, or been notified of a payment being due, because XX/XX/XXXX would have been just about a month or so after I opened the account and made the purchase. \n\nI went round and round with the frustrating automated system that help kept telling me that, even though I was entering the correct information, I could not get access to my account, because it said either my email address or phone number did not match what I used when I open the account. \n\nI tried every email I could think of in combination with every phone number I could think of. Whatever information they have is incorrect, as I used the exact same information that I used when I enrolled. I work odd hours, so when I called, it was outside their normal operating hours, and being that I was frustrated after already dealing with the automated system, to no avail, I wound up just paying the bill as a guest, without being able to see any of the terms and conditions or payment schedules, interest rate, payment due date, days I was late, or any other pertinent information any consumer would need to know, or would like to know, in order to keep an account in good standing, when making a payment on an account they had just opened. \n\nAnd, since I couldn't see any of that information, I decided to not use the monthly installments option I had originally opened this account with the intent of using, because I was concerned I couldn't see any of the terms and conditions, so I just paid the balance in full. \n\nFast forward to today, XX/XX/XXXX, I had used the card for a purchase for a XXXXXXXX XXXX forgetting of the issues that had already experienced with it, only remembering that I had paid the balance off in full so I knew the card was empty. \n\nI had purchased a new laptop for my significant other, and, again, never received any bill in the mail, no emails in my inbox, in any of my inboxes for that matter, and the auto pay that I believed I had set up with this account, had apparently not been taken out of my account. So, it went delinquent. Again, I received no notification, no email, nothing by regular mail, and no telephone calls. \n\nbecause I now stay up to date on my credit info, after some really unfortunate things happened about 10 years ago, I check my credit report today, and see that I have a reported missed payment from the purchase I made in XXXX. this negatively affected my score over XXXX XXXX Which is completely unacceptable. \n\nI immediately found out which account had reported it, saw it was this one ( the XXXX XXXX XXXX XXXX XXXX XXXX XXXX' store charge card with Commenity Bank ), and thought I'm going to solve this problem, once and for all ''. \n\nI went through the same frustrating process of trying to update my information myself, and see my account online, only to be told by the automated system that my information doesn't match, which it says only my email or phone number doesn't match, even though I was providing the complete credit card number, the last four digits of my social security number, my birthday, my name, my address, and any other information they would have asked for, with 100 % accuracy. \n\nThey still would not allow me into my account, because of my email address or phone number not matching the account on file, and denied any address except paying as a guest. \n\nI have no other phone number, and I tried to use both my personal email addresses, and even checked my work email just to be sure ( which I NEVER use for anything except strictly work stuff ), and kept being locked out of my account. \n\nFinally, because I happen to be attempting to do this on a day where I wasn't working during normal business hours, I decided to call customer service and figure out what was going on. \n\nI got to representative on the phone, who asked me to confirm all of my information yet again, complete with last four my social security number, my name, etc ... and keep in mind this is after I already confirmed my identity with the automated system. \n\nI explain the problem to him, and in confirming my information, he says that the email address does not match with their file. I explain my problem, that I had them report to a credit reporting agency a negative delinquency on my account, which had wreaked havoc on my credit, because I hadn't been able to get in and manage my account properly. he said he would update the email address to a new one. I said to hold on, and that I needed to know what the incorrect email address he had was, because I couldn't believe that they would have had an incorrect email on file, because how could they have, if I was able to successfully create an account when I opened it. \n\nHe said he could not give that information to me. I thought he was joking, because in my understanding of the credit laws in this country, I have the right to know what incorrect information they've been reporting to the credit bureaus, which includes contact info. Which I told him I believe to be the case. \n\nhe said hold on let me talk to my supervisor and put me on a brief hold. he came back and reiterated that his supervisor told him they can not release my email address to me. I told him that was the craziest thing I've ever heard in my life, because not only is it illegal for them to withhold that information from me according to the FCRA, that's the kind of info that I would need in order to determine if there was somebody trying to get into my account or not. And if it's someone I knew, knowing the email address would help me identify that individual and put a stop to it. he persisted that he would not provide my email address to me but he could update it for me. I told him that does me no good if someone is trying to steal my identity so again I repeated that I needed that information. he still refused. instead of arguing I told him I would see him in court and hung up the phone, still without access to my account online, still without receiving a bill in the mail, still without receiving any emails, all because the reps at XXXX XXXX XXXX XXXX  refuse to provide me my own email address listed on my account. \n\nHow is this right, or fair? I refuse to believe the validity or legality of a situation that's out of my control in which they report something to a credit bureau, which destroys my credit, and makes me ineligible to receive a loan I desperately need, causing me irreparable harm, all because of a missed {$27.00} payment that I wasn't made aware of, that I had no access to see, and was refused that access, even after confirming my identity in a fashion that would be sufficient for everything and anything in the world... \nexcept for perhaps getting one of those new RealID driver 's licenses. \n\nNot for nothin ', but, I tried to fix and resolve the issue, and to get myself access to my own account, multiple times, but because I won't allow them to cover their tracks of never notifying me of having a payment due by deleting whatever incorrect info they have and, instead, requesting what the info is, so I can at least try to get my credit report fixed, they are refusing access to do the things i need to do to protect myself and make sure my debts are paid. THAT IS INSANE. \n\nPenalizing me seems so wrong, as someone who was refused access to the information that would allow me to correct the issue, or have it corrected so I could access the account, because if I had them update my email, it would replace that incorrect information with my current information, rendering it out of their system, which then I wouldn't be able to see, thereby leaving me with absolutely no ability to see what it was which would allow me to protect myself, my family, and our financial future. \n\nThis is lunacy. \n\nSo, once again, I have to make a payment as a guest, without knowing any of my terms and conditions, and just hope no one is trying to steal my info, which has already happened to me several times before, as I've not the ability to pay the balance in full, like I did last time. \n\nPlease help me. I don't know where else to turn, to and everyone who hears my problem doesn't seem to understand why it's such a big deal to know what the incorrect info they had was. \n\nThank you.","date_sent_to_company":"2024-02-03T23:00:31.000Z","issue":"Incorrect information on your report","sub_product":"Store credit card","zip_code":"91406","tags":null,"has_narrative":true,"complaint_id":"8276860","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2024-02-03T21:42:49.000Z","state":"CA","company_public_response":null,"sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["And, since I <em>couldn</em>'t see any of that information, I decided to not use the monthly installments option I had originally opened this account with the intent of using, because I was concerned I <em>couldn</em>'t see any of the terms and conditions, so I just paid the balance in full."],"sub_issue":["<em>Personal</em> information incorrect"]},"sort":[12.436369,"8276860"]},{"_index":"complaint-public-v1","_id":"15114013","_score":12.350551,"_source":{"product":"Student loan","complaint_what_happened":"This is not my first complaint I habe made about this XXXX  and how they were doing me so wrong. I guess I was an easy XXXX  because I was so nieve to how XXXX worked. All I know is I had my entire XXXX just about when I started that XXXX. I went there to get updated on the stuff I had done for years for the XXXX XXXX XXXX XXXX XXXX XXXX \nI have XXXXXXXX XXXX XXXX XXXX XXXX XXXX terribly bad. Its worse now then before I started. \nWhen I called to check on XXXX courses I explained i had been out of school for 25 years so I dont know how this XXXX thing works. Thats when they seen XXXX XXXX I started that college debt free with the knowledge I already had and now I am XXXX dollars in debt and still have the same knowledge I did XXXX I started. I never got to talk to an advisor in the beginning to see what options I may have. I never talked to an advisor the entire time I was there. After about the third semester the XXXX teacher decided to become my advisor. She didnt help me at all. She was too stressed out frim her personal life to help anyone. The lady in the office was picking my classes becsuse half the time I didnt have the pin to register. \nXXXX XXXX screwed me over so bad. I was supposed to get my certificates at XXXX XXXX and I got my certificates about a month before XXXX XXXX XXXX XXXX. She set those classes up like that to get more money. The classes that were picked for me were courses and books from XXXX XXXX ago and things change in XXXX years. I had to fight with the the entire time every semester to get a hard copy XXXX XXXX XXXX XXXX  That was XXXX of the stipulations I had if I was to go there and the other was that that if they was going to charge me outrageous prices I dont want to do it. They said they dont do thst to their students. Well I got charge more than out of state students the entire time and didnt even get to take any of the classes I needed to be successful in any career. I tool the same class 3 different times just in different books all dating back to XXXX to XXXX. One class wasn't even a real class the teacher had to build the class as she was teaching it and that was confusing and very stressful. \nThe stress this college put me through cause me to now have XXXX XXXX. XXXX told I didnt qualify for scholarships because I was XXXX XXXX After the second semester they didn't want to accommodate me with my hard copy l book. I have to go 2 weeks without a book after the class started and had to withdraw because I got behind There is so much more they did to me that was not fair. They screwed me out of my honors when I had honors society the entire time. I worked so hard for that and my last two classes I was XXXX XXXX until ny final and both teachers in both classes was marking answers that were right wrong and wasn't going XXXX look at it because they were instructed ro do that and when they did I was XXXX away from having a XXXX XXXX. I had XXXX credits XXXX I still didnt have a certificate so they made me sign something that took away some of my credits. I couldn't even take XXXX XXXX XXXX XXXX because they said it wasn't part of my degree. But XXXX  was. \nAs far as the money goes. They had me sign a bunch of papers without reading them. They didnt tell me the money I would be receiving I had to pay back. \n\nThey charged me XXXXXXXX XXXX for 2 class and everyone else got today XXXX XXXX classes. Because I have XXXX XXXXXXXX and can't take that many classes I got punished. \n\nIf I would of been charged so much I wouldn't have need loan money. They knew I just lost my husband and I was struggling on my own. They just kept taking advantage of me. Now after XXXX they didnt help me get any hands on XXXX XXXX XXXX  Which I have never dine before. They told me when u signed yp that tli would be XXXX XXXX XXXX XXXX  They havent done nothing for me but stress me out for unnecessary XXXX. Like fight for a book. \n\nNow I am supposed to pay back XXXX dollars with what? I am not qualified enough in XXXX XXXX XXXX All they did was put me in debt and throw me to the curve. I am so distrot because I want to go to work but no one will hire me because I dont have all the skills. I worked for the XXXX XXXX for years as XXXX XXXX XXXX So I know XXXX XXXX I didnt know accounting. I got a XXXX XXXX XXXX but dont know anything about it. \n\nI am stressing on how XXXX going to pay for my room I rent next month let alone a XXXXXXXX XXXX XXXX XXXX \n\nI waited my whole life to use my school money so I could use it to help XXXX in life not hinder me. I have a tin more and so many hard copy of emails that its to much ti send on here until I jniw what you want me to send. I have made several complaints to the college and to civil service. Department of education and I always get ignored.","date_sent_to_company":"2025-08-26T21:14:29.000Z","issue":"Struggling to repay your loan","sub_product":"Federal student loan servicing","zip_code":"39564","tags":"Servicemember","has_narrative":true,"complaint_id":"15114013","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"Servicer under contract with Federal Student Aid","date_received":"2025-08-07T01:38:12.000Z","state":"MS","company_public_response":null,"sub_issue":"Problem lowering your monthly payments"},"highlight":{"complaint_what_happened":["I <em>couldn</em>'t even take XXXX XXXX XXXX XXXX because they said it wasn't part of my degree. But XXXX  was. \nAs far as the money goes. They had me sign a bunch of papers without reading <em>them</em>. They didnt tell me the money I would be receiving I had to pay back. \n\nThey charged me XXXXXXXX XXXX for 2 class and <em>everyone</em> else got today XXXX XXXX classes. Because I have XXXX XXXXXXXX and can't take that many classes I got punished. \n\nIf I would of been charged so much I wouldn't have need <em>loan</em> money."],"product":["Student <em>loan</em>"],"issue":["Struggling to repay your <em>loan</em>"],"sub_product":["Federal student <em>loan</em> servicing"]},"sort":[12.350551,"15114013"]},{"_index":"complaint-public-v1","_id":"3326402","_score":11.531866,"_source":{"product":"Mortgage","complaint_what_happened":"InXX/XX/2019, I began the home-buying/home-searching process with Rocket Mortgage ( Quicken Loans ) as a first-time homebuyer. I provided every bit of information I was able to my loan officer from the very beginning in regards to my finances/income. I wanted to be completely transparent with any/all information so that I felt confident about the time/money I was investing in this process would eventually result in owning a home. I was pre-approved for an FHA loan for {$75000.00} which I tried to work with. I was told that FHA would be the best/only option based on my debt to income ratio ( mostly from student loan debt from my XXXX program ), but also because of the bankruptcy that was discharged almost 3 years ago. With the current housing market, it was nearly impossible to find a home for {$75000.00} that would pass the required FHA home inspection. In early-mid XXXX, I reached out to a different lender/loan officer who stated that she, XXXX ( XXXX ), would be able to pre-qualify me for more. She had been in the business for something like 25 years, so I felt really confident that she would be helpful and knowledgeable for me and my situation. She pulled my credit, worked the numbers, and told me I was pre-approved for $ XXXX, with an estimated mortgageamount. She said that she could go higher, but would probably need little more of a down payment. She quoted me mortgages for up to $ XXXX, which we stated to also be options if I found something for more. I didn't want to go up to $ XXXX because that mortgage payment was higher than I was comfortable with. I did feel more hopeful about finding a home I loved now that I had more flexibility in the my pre-approval. I found a home with a listing price of right under $ XXXX that I loved and wanted to make an offer on. I contacted my MLO again & was told she would send me a pre-approval letter to make an offer which she did & the offer was accepted! We worked closely together to get the loan to her underwriter and were scheduled to close on XX/XX/2019. On XX/XX/XXXX, XXXX called me with a little problem. The little problem was that she wasnt up to date on FHA guidelines regarding student loan payments, and that her underwriter had caught her mistake and wouldnt approve my loan from there because my debt to income ratio was too high. She stated that she had been counting my actual student loan payment amount on my IBR, but that FHA now requires counting of 1 % of the entire student loan or the amortized payment amount, whichever is greater. One month before closing & the rug was pulled out from underneath me. She told me that she re-worked the loan amounts all the way down to $ XXXX ( which didn't make sense ) and still couldnt get me approved based on my DTI. \n\nI then reached back out to XXXX to pick back up with the pre-approval amount he had previously offered. I told him about everything that had happened, including that we were a month from closing when her underwriter caught her mistake. He told me that he knew that would happen to me, as he had been in the business for several years and knew that with my DTI, I would have to pay some things off before I could be approved for that amount. I told him I wanted to pick back up with the pre-approval for $ XXXX or start over again if I had to, & that I needed to terminate my offer on the house to get my earnest money back. He told me to wait, that he wanted to talk to his finance manager and see what they could do for me. To my surprise, he came back with some options that would allow me to continue to closing on this home. My options were 1 ) a co-signer ( which I was adamant was not an option for me ) ; 2 ) pay off my current credit cards and refinance my car to get my payment at {$290.00} or less/month. I told him I would definitely be able to pay off my credit cards ( which I did, per our agreement ) & would see about refinancing my car ( which I ended up being able to do, but had to take a higher interest rate and pay the loan down by almost {$3000.00} ). On XX/XX/XXXX XXXX told me I would need to pay {$500.00} in earnest money to Rocket that would be used for the appraisal and any remaining amount would be applied to closing. He also told me that if I withdrew the loan before the appraisal was completed, I would be refunded the full amount. I made the payment by phone that same day, per XXXX requirement so that they could go ahead and schedule the appraisal, and it cleared from my checking account on XX/XX/2019. He  told me that he was going to go ahead and order the appraisal so that we could stay on track for the XX/XX/XXXX closing. My loan went through underwriting, and I was issued a conditional approval based on what we discussed & to provide them with some additional information/documents, all of which I provided to them as quickly as possible. My realtor and I decided that since the appraisal was going to be completed first, we would wait to make sure that the house appraised before ordering the other inspections needed to ensure that I wasnt paying for services all at once to ensure they passed. At this time, my application/file was passed on from XXXX to a new Rocket Mortgage associate, XXXX. From this point on, things become a nightmare We were now upon a holiday week ( XX/XX/XXXX ) so I was understanding of things slowing somewhat knowing that people vacation. Too much time started passing though, and it didnt feel like things were progressing with my loan. My realtor decided that to ask for an extension on the due diligence period to give Rocket more time to get things done. It was requested, granted, and the new due diligence period was now effective until XX/XX/2019 at XXXX EST and the new closing was XX/XX/2019 at XXXX EST. My realtor, also requesting updates from Rocket,  informed me that on XX/XX/XXXX, after speaking with XXXX at Rocket, she was told that the appraisal had not even been scheduled. I called on that same day to speak with XXXX to request that things move faster. I was told that the appraisal had not been scheduled because the appraiser hadnt called back, but that it was ordered on XXXX ( over a week after I was told it would be scheduled ) .I was assured we would still have the report back by XX/XX/XXXX. By this point I'm nervous. I requested, after days of getting Rocket team members saying that the appraisal company that was hired wasnt returning their calls or emails, they hire a different appraiser to complete the appraisal since we were running out of time, but was told that was not a possibility. I then asked that it be expedited. XXXX stated that he would look into it. After being reviewed, XXXX called and told me that the appraisal had actually been completed and he requested to get the report by XX/XX/XXXX. ( None of this was making sense. Dates and info provided to me were all over the place. ) That same evening, my realtor called me to follow up, that she talked to XXXX, who said the appraisal was scheduled for XX/XX/XXXX at XXXX, ( completely conflicting with the information he gave me earlier ). On XX/XX/XXXX, I called XXXX at XXXX XXXX to request that we receive the report by the end of the day ( since the latest update was that the appraisal had been done that morning at XXXX ) in attempt to be back on track. He was confused and stated that the appraisal had been done before XX/XX/XXXX, but again that hed look into it. At this point, I requested to speak with a supervisor and was put into contact with, XXXX. XXXX informed me that could not force the appraiser to get the report faster, and that there was nothing they could do. I acknowledged understanding that people are busy and can not just stop everything for me, but that I had been patient and understanding up to this point. I told him I was frustrated by the delay from his team in even ordering the appraisal to begin with. XXXX then informed me that they cant request an appraisal until after a case number was assigned because its an FHA loan so they had to see if any other appraisals had been done on the property that could be used ( which was new information to me and sounded like another excuse ). I informed him that I had requested a different appraiser, but was told that wasnt an option. I also had also asked what their back up plan was in situations like this, and was told there wasnt one. XXXX told me that he would personally stay on top of it. I didnt hear from him. I reached out and couldnt get ahold of XXXX and didnt have XXXX direct contact info. At this point, it felt like Rocket employees were making more of an effort to make excuses that to acknowledge that they dropped the ball or to pick the ball back up and move forward. I was getting no info unless I reached out, and even then that info was untrue/inaccurate. At this point, I paid {$500.00} for a service that I can not even get confirmation on has been rendered. I have also paid/been invoiced for many other services/inspections/fees that Ive had to complete in order to not hold the process up on my end. The goal for me was always to close on my home. By this point, I had spent countless hours trying to get info from Rocket regarding the status and jumping through hoops to get all the requested documentation to Rocket, ( even documents were requested multiple times as if they were not even being read/reviewed ). \nXX/XX/XXXX My call was never returned. I called again around XXXX. XXXX was unavailable, so I was routed to the next available team member. I expressed my frustration and said that I need the appraisal report that I was promised and then denied & told its going to take more time. He read the notes in my account and said, oh, it looks like its not due back until XX/XX/XXXX, so were fine. NO! That is incorrect! Most recently, before today, I was told it would be back today. Today came and now youre telling me the XXXX. He asked me if I had been in contact with my realtor. Yes, every step of the way. He then told me that Rocket has nothing to do with appraisals, that I would need to speak with my realtor about it. Again, incorrect info by Rocket. That is incorrect. I was told on XX/XX/XXXX that I HAD to pay Rocket {$500.00} so they could get the appraisal scheduled asap, which I did. Eventually my request to speak with XXXX was granted. He told me they still hadnt heard back from the appraisal company, and that hed give me a status update in the morning. He then asked how my name was to appear on the title/deed, if XXXX XXXX was correct. It was supposed to be XXXX XXXX XXXX as originally discussed, and that XXXX XXXX XXXX would also be on the deed, which was also discussed in the beginning. He said that he would make those changes to get that updated as well. ( Apparently, Rocket hadnt put the correct information on the deed ). \nXX/XX/XXXX XXXX did call me to update me. He told me : We still havent heard back and our entire team will be out of the office the rest of the day. ( Another day would be lost in this process ). I asked why its gotten to this point & why they dont have a back-up plan with they work with a 3rd party that keeps Rocket from servicing their customers in a timely manner. He said that if he had been on this issue before this week, he would have looked into having someone else do the appraisal. I told him that I had asked early on in the process for a different appraiser to be assigned because from the beginning I have been told that there has been little to no response from the appraiser. I told him I was told that hiring a different appraiser was not an option. He said he could try to assign another appraiser now, but it  would further delay the process. I told him paid for one appraisal that didn't happen and I couldn't pay for another. He offered me good news that he cleared up the confusion regarding the paperwork that I had submitted, and resubmitted, and resubmitted so that was all taken care of. He then asked me my relation to XXXX and I told him she was my fianc. He ended with telling me that hed provide an update before leaving the office for the team event that he would be at for the rest of the day. \nXX/XX/XXXX XXXX called back a few minutes after hanging up to say he would have to send the title request to add XXXX name to it and wait for it to come back, that it might take a little while. I asked for clarification, So were going to have to wait on this now too? Because it wasnt submitted correctly the first time? I told him that her name was to be on the deed, and that if it meant taking a little while then thats what we would do as to ensure that BOTH names were on the deed. \nXX/XX/XXXX That evening, XXXX and I made several attempts to get the contact information of the appraisal company, which nobody had access to. Everyone who apparently had access to that information was at a company baseball game for the entire afternoon. XXXX left XXXX a voicemail to loop him in on this situation since he was the first contact that started this process. \nXX/XX/XXXX XXXX called me back per the voicemail that XXXX left. He stated that he was confused about why nobody has any info for us, but he didnt have access to the contact information of the appraisal company either. He apologized and told me he was sending out an email to everyone involved at Rocket, as well as the director,  to get an answer today. I asked him to verify the dates that it was ordered for me. He stated that he sent the request to his team to order the appraisal on XXXX, but that my account notes that it was picked up by a company on XX/XX/XXXX. I asked him to clarify what that meant, and if that meant that it wasnt requested by Rocket to an appraiser until the XXXX. He could not give me that information. He asked me when the appraisal had been done, and I informed him that nobody can confirm it has actually been completed. After several different dates were given to me as to when I would have the report back, it was then stated to me that the appraisal was scheduled for Monday, XX/XX/XXXX @ XXXX. I told XXXX that Im not sure that that even took place, because if his team members had been reaching out as often and diligently as I was being told with no success in reaching someone at the appraisal company, then there was no way they would know that the appraisal was taking place on the XXXX at XXXX. I told him that I was confused as to where that would have come from if they havent been able to reach the appraisal company. XXXX mentioned that in certain instances, an expedited appraisal can be ordered. I stated that if that was an option, why wasnt it offered to me earlier? \nXX/XX/XXXX When I hung up with XXXX, I called XXXX. When I told him my name, he chuckled ( as if to mock me ). I didn't react but stated I needed the contact information of the appraisal company so that I could follow up with them myself given nobody at Rocket could manage to make that happen. He said that they dont know who the appraiser was, that they dont have access to contact the appraiser. I asked for clarification : Really? Then who have you been supposedly reaching out to for answers? He said they work with a 3rd party who schedules the appraisal. I  asked for their contact information to connect the dots myself, and he stated he didnt have that contact info for me either. He stated he would get that information for me & follow back up with me shortly. He said he'd call me in 10-15 minutes. That was at XXXX. At XXXX I still had not received a callback. If they have been reaching out to someone as frequently and I'm told, how can there be no contact info to access? \nXX/XX/XXXX XXXX I called XXXX back to get the contact info. He said he was still working on it. I asked why/how it was proving to be so hard to locate this info. He then said that he didnt contact them. I reminded him that he told me he had been making attempts to reach out, and asked him if that was a lie? He said that he had, but was trying to figure out the best contact person. Enough with the lies, I need ANY contact person from the appraisal management company that Rocket works with. He gave me XXXX XXXX and stated the company was XXXX. Her number is XXXX. \nXX/XX/XXXX XXXX I called XXXX XXXX and left a voicemail. Her voicemail provided the backup contact information for XXXX XXXX at XXXX. I called him and didnt reach him either, so I dialed 0 to speak with the next available Client Relations Team Specialist. I was connected to XXXX XXXX. She confirmed the appraisal was completed on XX/XX/XXXX. She stated it was ordered on XXXX and picked up on by an appraiser, XXXX, on XX/XX/XXXX. On XX/XX/XXXX, XXXX confirmed that he would complete the appraisal on XX/XX/XXXX. XXXX also informed me that because Rocket is a partner they have access to their system as well as to ALL of the same information that she was providing to me. She stated that the appraiser had not returned the report yet, but that they had requested to get it about an hour ago. All of the info I have been fighting for from Rocket during the past 2 weeks was provided in 1 phone call to XXXX. \nXX/XX/XXXX XXXX I called XXXX for an update after sending an email to XXXX and XXXX @ Rocket requesting an update. I spoke to XXXX XXXX, who informed me that there still was no report on file. She transferred me to Rocket ( Quicken ) and I spoke to a person named, XXXX. XXXX confirmed my info to access my account, gave me no information, and passed me along to a XXXX, who did not answer my phone call. I left a voicemail. \nXX/XX/XXXX XXXX XXXX XXXX called to say there was still no report. I asked what Im supposed to do now. He said, I assure you that were doing everything we can to get this report. I explained that I understand theyre doing everything TODAY, but that that should have been the case for the entire 3 weeks that Ive been waiting. He said he could try to get another appraiser that same day. I told him that that was not going to be a helpful solution when it still wasnt going to get me a report in enough time to negotiate if/what needed by the following day at XXXX when due diligence ended. *Note : On this phone call, XXXX explained to me that the notes in my record ( now ) stated that the completion date for the appraisal as of XXXX was scheduled for XX/XX/XXXX. On XX/XX/XXXX, that completion date was changed to XX/XX/XXXX. On XX/XX/XXXX, the completion date was changed to XX/XX/XXXX, and now the completion date is scheduled for the same day of XX/XX/XXXX. \nXX/XX/XXXX : XXXX XXXX XXXX ( XXXX ) XXXX called to tell me that I needed to pay off more debt to get my DTI under 50 % because of new information they received about a mortgage request that was denied. I told him that was incorrect, that that was NOT new information. He said, so our team knew that there had been another loan not go through? Yes, that was absolutely disclosed and discussed before ANY of this started. I told him that I had been informed that in order to qualify for the loan, I would need to pay off my credit card debts and refi my car to get my payment under $ XXXX/month, which I did almost a month ago. He said they would not be able to approve the loan unless I paid off my car or got a cosigner. I was shocked and speechless. I told him that I couldn't talk to him now & I would call him back. I was at work and panicking. I was now being told that I had wasted a month of time and resources to make this happen, only for Rocket to decide a week and 2 days before closing that they wont do the loan now. \nXX/XX/XXXX : I called XXXX to see what was going on. After some investigating, he concluded that XXXX at XXXX XXXX had not just denied me in underwriting with XXXX, but had also submitted the loan application to FHA as well, who then also denied me, but never shared any of that information with me? I was told that because FHA denied me, I would be unable to apply for another FHA loan for 180 days. I wasnt informed of this by XXXX, and Rocket failed check that I had not already been assigned an FHA case number ( which, from what I was learning, meant that they would have then known I had been denied by FHA and not just XXXX ). XXXX acknowledged that Rocket failed to do what should have been done ( as well as with letting the appraisal drag out for so long ), & that he would refund me the {$500.00} deposit I paid to have the appraisal done if, after speaking with XXXX XXXX first thing Friday morning, he concluded there was no other option to proceed. It never should have gotten to this point, and I never should have even paid that {$500.00}, the {$350.00} I paid for the inspection that Im now told I wont be recouping, the other fees assessed ( which I am providing invoices for as I receive them ), or the {$1000.00} I had tied up in earnest money. \nXX/XX/XXXX : XXXX called at XXXX to confirm that the only options to proceed would be to pay my debts down another 6 % in addition to the other debts Ive already paid off per our agreement ( about $ 10k ) at the end of XXXX ( or add a cosigner, which I stated from the beginning was not an option ). Now Im out a ton of money, have wasted an unfathomable amount of time, and it was all for nothing. I can't believe that this could happen. I feel there has been no truth in lending from Rocket Mortgage. I wanted clarification but got answers that went in circles when I asked questions. I started researching what my options were and what FHA guidelines were. \nXX/XX/XXXX : After researching FHA guidelines as recommended by another lender that I know, it came to my attention that Rocket had once again provided false/inaccurate information, particularly regarding FHA guidelines. It was now my understanding that FHA case numbers are assigned to properties, not borrowers, and that the case number can be transferred from one lender to another at the new lenders request. It was also now my understanding that the FHA case number, once assigned, sticks with the property, not the borrower, and should the borrower not close, the FHA case number would then be assigned to a new FHA borrower ( if someone tried to purchase the home with an FHA loan ) within a required time period or else the case number would expire. I emailed XXXX XXXX ( the Solutions Consultant who called me on Thursday to inform me that they were no longer financing my loan ) for clarification. \nXXXX called me instead of responding to my email because it was easier. He stated that I had an FHA case number assigned to me as well as one assigned to the property, and that because I was denied by the previous lender, they had to review my case. Upon reviewing, they determined I now had to have a lower debt-to-income ratio or a cosigner and a credit score over 620 ( which I have ). I asked, so to clarify, thats Rockets policy and not FHA guidelines? He said that he would give me the number to the client relations team if I had additional questions. I didnt want to be punted to another department, since he was the one who had given this information to me originally. I stated that I was told that was provided the FHA guidelines from him last week, and that he informed me that this was why I would not be eligible for 180 days. He stated that just because I qualified for FHA did not mean that they HAD to finance me, which I did not contest. I informed him that my argument was that because it was presented as FHA guidelines, it was not presented to me that I had any other options ( i.e. contacting a different lender ), and I had to terminate my offer before due diligence ended the following day as not to lose my earnest money. He still never responded to my question asking why I was told I would have to wait 180 days to apply for another FHA loan. As I was asking for clarifications between FHA guidelines and Rocket policies, XXXX interrupted me and was talking over me telling me that he could not speak to FHA guidelines, only Rockets, and that if I needed questions answered about that that I could contact Client Relations for assistance. I stated that if he was providing me the information that I was denied per FHA and that if they were lending on FHA insured loans that he SHOULD have accurate FHA guideline information for customers, and that I was frustrated that I had been provided incorrect information yet again. I told him that I didnt need to speak with client relations, that I was tired of being punted from team to team with different information each time, that it was very apparent that I wasnt given accurate information again, and that I was going to escalate this case and thanked him for his time. \nXX/XX/XXXX : I sent 2 emails to XXXX asking him for clarification as to what non-self employed income not supported meant, and stated that I reached out to him since the letter was signed with his name. He told me that he didnt know what XXXX told me on the phone about the denial and couldnt tell me what the non-self employed income not supported meant either. He said that it was a generic letter that they send out. He said that he reached out to XXXX to call me but that XXXX was out of the office until XX/XX/XXXX. I told him that XXXX had not been able to answer my questions regarding FHA guidelines previously but only tried to punt me to client relations, and therefore having him call me would probably result in the same outcome. He told me that to his knowledge, the FHA case number was assigned to me AND the property. I informed him that it was my understanding that it was assigned to the property and that the FHA case number transfers with the property, not the person. He stated that he was unsure of the FHA policy, but again would have XXXX call me. I explained my frustration with the information that was given to me being inaccurate, and that the denial that XXXX originally mentioned was because the other lender didnt approve my loan they had to review my loan, which at that time decided that in order to proceed with my loan, Rocket would require me to pay my debt down to under 50 % and have a credit score of at least 620 ( I believe was the number he gave me ) which my credit score was well above. Rockets documentation dated XX/XX/XXXX from XXXX  XXXX XXXX XXXX states that my credit score was a XXXX, well above the required minimum credit score for FHA. After doing everything I was required to do to meet the FHA debt to income ratio of being under 56 %, which I was told my Rocket would clear me for a final approval, Rocket decided after a month into the process that I now had to meet completely different requirements, and then was telling me that it was FHA denying me. The previous lender denied me because she didnt have accurate information on FHA guidelines which were caught by her underwriter. Rocket was made completely aware of this from the beginning, instructed me on how much debt would need to be paid off to be under FHAs 56 % and that I would be good to go. Rocket went against all of what I had been told, despite doing exactly as I was required to do, blamed it on FHA policy, and yet stated with their sudden and new requirements that if I had a cosigner or paid down the additional 6 % of my debt, that I could continue with the FHA loan. It makes no sense, the stories arent cohesive from one contact at Rocket to the next, and when I ask questions, nobody can seem to provide that information, and punts me to someone on the client relations team. If a letter is sent on someones behalf ( in this case XXXX ), and even if it is, in fact, a generic letter, that person named on the letter should absolutely be able to accurately explain the contents of that letter. Additionally, if the denial reason is what they say it is, then there should be no need for interpretation from another person ( XXXX, who couldnt answer my questions previously either ), who wont even be in the office for another 3 days, to the next person working on the same loan application. I had emailed XXXX as to not engage in another discussion at work regarding all of this personal information, but again I receive a phone call in response to an email, that needed a simple response to a simple question for clarification, which Rocket team members could not provide. During this same conversation with XXXX, the denial reason also shifted from Rocket stating that I had been denied by another lender who reported the denial to FHA, to I was denied the loan by FHA. I again asked for clarification, and reminded XXXX that he and I had discussed that XXXX  underwriter had denied to loan when I spoke with him from the beginning. I clarified that he was now telling me that FHA denied me, which was not the information I had been given by XXXX, that he was now blaming me for withholding information about. I had not heard anything about being denied by anyone except FHA until Rocket all of a sudden telling me that it was denied by FHA ( and also telling me that it was only denied by XXXX but it was then reported to FHA ). \nI have so many concerns and issues with how this has played out and how I have been treated and misinformed ( and dare I say, blatantly lied to ) by Rocket Mortgage. Im completely at a loss and Im truly unsure of who to contact to resolve this. I have kept thorough documentation throughout and will supply any documentation needed.","date_sent_to_company":"2019-08-01T20:13:03.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"28630","tags":null,"has_narrative":true,"complaint_id":"3326402","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2019-08-01T20:05:02.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My <em>loan</em> <em>went</em> through underwriting, and I was issued a conditional approval based on what we discussed & to provide <em>them</em> with some additional information/documents, all of which I provided to <em>them</em> as quickly as possible. My realtor and I decided that since the appraisal was going to be completed first, we would wait to make sure that the house appraised before ordering the other inspections needed to ensure that I wasnt paying for services all at once to ensure they passed."]},"sort":[11.531866,"3326402"]},{"_index":"complaint-public-v1","_id":"6941684","_score":11.178731,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I definitely would appreciate the help in understanding my rights regarding TitleMax lying to me, misleading me, and taking full advantage of me. My being 100 % XXXX, with XXXX, and they knew my health concerns before I even walked in their door, because I called 1st and asked many questions, and I was assured that it would be only a 6 month title loan, and then I'd get my title back. \nThey had me drive to XXXX office over an hour from my home, but said they'd give me gas for the long drive, and better chances of approval. \nI desperately need to understand how in the world this has happened to me, being threatened that if I don't keep taking a new loan out each month, and paying it even after I've already payed off the agreed amount, that my jeep would be taken away from me. I was lied to, and never once told that I'd be renewing a loan each month, or that I'd never get the title loan paid off. Even if I keep on paying the amount due plus the extra, it looks like I'd be paying over {$50000.00} and still not get title back.And I just got a letter on top of all this saying TitleMax has violated my privacy sharing my personal information with others which is against the law. They keep getting just a slap on the hand, \" if that '', and never really have any repercussions for their basically stealing millions from innocent consumers, and now breaking privacy act laws. Then they tell me I have cash available to me if I need it, and I did because XXXX got to get to my doctor 's, and I can't this way. But when I tried to obtain the cash available, they were making me take out additional loan to put on top of my current, and raise my payments up even further. % he kicker is, they'd only give me half XXXX it, and I had to pay the other half of my available to them. I can't seem to wrap my head around that one either, not for the life of me. Can you? As bad as I needed the gas money, I couldn't afford to pay anything up front to get the over payments that I had already paid. Giving me a loan on my own money, and not unless I give them half of the loan.?? WoW?? \nI've been taking screenshots of each payment I make, and what it says my new amount to pay loan off is at that time, as well as the amount due for my next payment the following month. ( It never ever goes down, always up higher )! I've literally already paid my original loan off, plus the interest, and have paid way above my monthly amount due each month. I owe now more than the original 6 month loan I applied for, ( that's what they assured me I was getting ), and that's after on time payments every month, was not supposed to be for eternity, but for only 6 months or less.. \n\nTitleMax knew I'd just had a XXXX, and was just out of the hospital the day before I drove to XXXX office and got the loan. They knew that I am 100 % XXXX, that I'm in the middle of XXXX treatment, and I am XXXX desperate need of gas money for my treatment, and now all postponed. XXXX multiplies with stress, and I feel that I've intentionally been targeted, and then scammed. I owned my XXXX  with a clear blue title that I was so proud of. My loan was for gas cost, and medical expenses so I could continue treatment that's hours away from where I live. It's horrible the nightmares I've been having, this kind of stuff should be illegal! I need help, please! \nDuring the application process, they wouldn't let me see their computer screen, saying to me that the font on screen would be too small for me to read. She said that she'd go over all that was on her screen so, as if she were helping me, then I could just initial, and sign. I asked her several times to confirm that as long as I pay 6 months on time, that I'd get my title back upon the last payment, and that if I was able to pay even XXXX or more above payment amount as she said, thatit would be paid in full in 5 months, and she said yes, that's correct. I believed her, and thought she was a very kind, and honest person. She proved me very wrong though, she's a con artist taught by her superiors how to use smoke & mirrors to con people like me. % hats so wrong, and punishment should be put in place. From stories I just read, they've been doing this forever, and getting away with it. I need to understand why it's ok to do this, when courts say it's wrong. They are breaking the law, and have caused horrific pain, and much damage to people 's lives, and their mental health, not to mention how many people have had suicidal ideation because they know no way of how to pay off a loan for something that was theirs to begin with, and have paid over and over again until they can't go on any further. \nMy XXXX treatments are on hold, because I don't even have enough money for gas to get to appointments at all after paying off my 6 months and interest to total full amount, I was told that would be all I'd have to pay, but am now paying it all over and over again leaving me penniless. My electric was getting cut off the other day and I went for help from the county where I live. They paid enough to keep lights on, and a {$25.00} gas voucher.As of today I'm right back XXXX same situation after just getting paid yesterday. \n\nI'm XXXX XXXX I feel alone with no help, and see no end in sight. I have only my XXXX sons and no family. TitleMax says if I don't continue to pay, that they will take my only transportation, and I live in a rural area with no public transportation. I'm scared to death that when I took out that loan, I signed a death wish for myself. And it is so disturbing to know that this lady at TitleMax took advantage of me knowing my situation, and that I have XXXX, as well as on XXXX that provides me a very limited income each month.And they are literally trained to do this to every single customer nationwide. I have faith in the justice system, but we need someone to advocate for us, we need new laws in place that will prevent this type of thievery from companies like TitleMax! They can't keep getting away this! Please help me, I just want my XXXX title that I own, the loans never going to get paid off at 300 plus % interest rates, the principal never gets money added to it, because some lie they tell us about the loan process, and never saying to us that we have to take a new loan out every month. This is so insane!\n\nSo yes, any help you can be assisting me with learning my rights here in Texas, would be very much appreciated. I'm at wits end and just don't know what to do, and TitleMax has no empathy or compassion with what Im going through with my health. This is so so wrong, and should be 100 % illegal what Titlemax is doing not just to me, but to everyone that walks in to get a loan with them, and instead is sold a bunch of lies that they make them huge huge profit, while the borrower sits and contemplates ways to make it stop, hurting themselves, or completely losing their minds to this abuse by the scam that TitleMax teaches each employees, not caring the damage done to all the lives they've ripped through like a cat 5 tornado leaving the borrower with nothing but more wreckage to clean up alone, more than they've ever had to deal with in life.\n\nExcuse my rambling on, but I \" cry myself to sleep every night, I am so depressed that I never even leave the house, I can't even afford to leave, or even eat a healthy meal.\n\nI had given up hope of anyone helping me understand, and then I read the headlines on yet another complaint filed against TitleMax, and was hopeful that I may find some answers to my situation, and how I should handle it, and possibly get this paid loans weight off my shoulders.\n\nTo see that so many others are going through the exact same problem with TitleMax, and to see that there's companies out here like yourself that protect consumers from these scam artist, who are only out to rip consumers off, while making huge profits, it really gave me hope today, for a solution here.Being on 100 % XXXX, with a set income, people like me can not afford to hire an attorney to help us, and TitleMax preys on us because they know that XXXX, and the XXXX  persons usually do not have that kind of money and can't do anything about it when being ripped off. \n\n\nThank you! What y'all do to help protect consumers is greatly appreciated! \n\n\nSincerely, XXXX XXXX","date_sent_to_company":"2023-05-07T02:59:52.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Title loan","zip_code":"759XX","tags":null,"has_narrative":true,"complaint_id":"6941684","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TMX Finance LLC","date_received":"2023-05-07T02:15:19.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is so so wrong, and should be 100 % illegal what Titlemax is doing not just to me, but to <em>everyone</em> that walks in to get a <em>loan</em> with <em>them</em>, and instead is sold a bunch of lies that they make <em>them</em> huge huge profit, while the borrower sits and contemplates ways to make it stop, hurting themselves, or completely losing their minds to this abuse by the scam that TitleMax teaches each employees, not caring the damage done to all the lives they've ripped through like a cat 5 tornado leaving the borrower"],"product":["Payday <em>loan</em>, title <em>loan</em>, or <em>personal</em> <em>loan</em>"],"sub_product":["Title <em>loan</em>"]},"sort":[11.178731,"6941684"]},{"_index":"complaint-public-v1","_id":"3234019","_score":10.702847,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/19 my mother gifted me a cashier 's check for {$10000.00}. I researched it and the IRS website stated that {$14000.00} is the max amount an individual can receive as a gift, free of taxes. I received a letter from US Bank that I assumed was junk mail so I did not open it for a couple days upon receiving it. \nOn XX/XX/19 I opened the letter and it stated that a hold was placed on my deposit and \" this action was taken because we have information that leads us to believe the check may not be paid. '' So I called the XXXX number to find out what they were talking about. Cashiers checks are guaranteed and paid in advance according to my understanding so how could it not have been paid unless I committed some sort of theft or fraud? The representative I spoke with said that it was not US Bank that placed the hold, it was the branch manager and I would have to get it cleared up at the branch. \nMy car was in the shop and I was unable to make to the branch so XX/XX/19 i emailed US Bank requesting the branch managers email so I could see what exactly is going on and find out what this information they claim to have is and where they obtained it, as it is entirely untrue and unfounded. I was informed they couldn't give me the email address and I had to get it from her myself. I proceeded to send another email explaining the situation and why I was upset and had several exchanges with the representative regarding this issue. Once I was able to clearly get my point across as to why I was upset, it wasn't the hold ( which after researching on your site I believe was a violation of federal regulation ) it was the claim to have information that I knew was 100 % false and implied that I had done something unlawful. The representative quickly shut down and said he could no longer discuss this matter with me and I would have to take it up with branch and stated it was a generic letter they send to everyone and was not a personal attack. I have an extremely hard time believing that US Bank makes false claims of having information of which they do not as a generic statement to their customers. \nXX/XX/19 I responded to this email saying I thought that was a very odd thing to put into a generic letter and thanked him for his effort. XX/XX/19 I went into the branch that supposedly issued the hold, with a copy of the original letter and a request for a written statement declaring what this information was and any sources. The branch manager, XXXX, who I have dealt with since she was hired as a teller years ago, said she did not issue the letter and had no knowledge of it until my email conversation XX/XX/XXXX-XX/XX/XXXX had been forwarded to her and she had no information to give me because she was not responsible and was very apologetic that this happened. I'm inclined to believe her having dealt with her for close to 10 years approximately and having this discussion face to face. That made me feel somewhat better because I had felt like she stabbed me in the back for no reason. I told her I will be closing all my accounts with U.S. including my 2 lines of credit and filing a complaint with the CFPB because I'm outraged by the this falsified claim of information about my transaction and the implication that I somehow fraudulently obtained the check, along with believing that a federal regulation was violated under false pretense as the entirety of my deposit was unavailable until XX/XX/19. She said she was very sorry and felt terrible but understood and hated to see me leave under these circumstances. \nI'm of the understanding that a cashier 's check of {$10000.00} should have had {$5000.00} available the next business day with rest in reasonable time, unless there was reason to suspect fraud. XXXX XXXX, which issued the cashier 's check, did not receive any contact from U.S. Bank in an attempt to verify the authenticity of the transaction and had no explanation as to why there was any delay or complications. I went into XXXX XXXX XX/XX/19 immediately after leaving the U.S Bank branch to open a new account with them and see if they had any information to help explain this situation. They found the letter extremely odd as well and saw no reason why any of this had taken place as they were never even contacted to verify the check. \nI feel my rights and federal regulations have been violated in this process. False claims of having information that does not exist have been made and used as reason to keep my funds as long as possible along with and implied accusation of some sort of wrong doing. I now have to close all my accounts with this company because despite whatever their \" information '' says, I'm a man of high integrity and refuse to do business of any sort with any company I feel is participating in unethical and dishonest business practices. Especially a company I've done business with for over a decade and have done absolutely nothing to warrant such treatment. Pending an appraisal I could be submitting an offer on a home and applying for a loan in the next 60 days, closing 2 credit lines will surely impact my credit negatively which I've spend several years building and is currently excellent. That could potentially raise my interest rate and cost me a considerable amount of money over the next 30 years if not prevent me from being able to make the purchase all together as I've done the math and my highest offer I could afford at the rate I was preapproved is probably going to be around the bottom of the range they might be willing to accept. It's a private seller and I have no competition on bidding. If I want it and we can agree on a price, its mine. If not then they will put it on the market and get as much as possible for it. Not only has this caused me stress, cost me time, and been an extremely offensive experience but it could potentially cost me the ability to buy a home which was the reason my mother gifted me the cashiers check in the first place. Everybody is claiming it wasnt them but somebody has to be responsible and it begs the question, what is their reason for doing this? Somebody somewhere must be gaining something from this somehow. If not then why do it? I hope I have done an adequate job giving you every detail I have and you are able to see why this is such a big deal to me. It's not just the insult of this situation but it has potential to have a huge negative impact on my life that will never be able to be repaired. Please help me get to the bottom of this and see that justice is served and help me try to prevent anybody else from dealing with this sort of situation. Thank you very much for your time and I apologize for such a wordy explanation. I just wanted to be as thorough as possible and cover every detail. \n\nBest Regards, XXXX XXXX","date_sent_to_company":"2019-05-07T07:18:24.000Z","issue":"Fraud or scam","sub_product":"Traveler's check or cashier's check","zip_code":"960XX","tags":null,"has_narrative":true,"complaint_id":"3234019","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2019-05-07T01:11:57.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The representative quickly shut down and said he could no longer discuss this matter with me and I would have to take it up with branch and stated it was a generic letter they send to <em>everyone</em> and was not a <em>personal</em> attack. I have an extremely hard time believing that US Bank makes false claims of having information of which they do not as a generic statement to their customers."]},"sort":[10.702847,"3234019"]},{"_index":"complaint-public-v1","_id":"10274271","_score":9.956945,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"XX/XX/XXXX my husband and I purchased a XXXX XXXX XXXX from XXXX XXXX XXXXXXXX. We signed and were happy when driving off the lot. Before getting home less than XXXX miles away I noticed power issues I did not notice during our test drive. The check engine light came on and the vehicle lost power and would not accelerate. I contacted the dealership to inform them and was able to get it into the service department. They gave us a loaner vehicle for a few days and informed us nothing major was found. \nThis exchange happened XXXX more times before XX/XX/XXXX. Being pregnant and having XXXX other young children I did not want to be worried about vehicle safety as this would be my primary vehicle and I was concerned. The saleman we originally worked with showed us other vehicles to trade in for and ultimately we ended up in the XXXX XXXX XXXX in question. During the \" trade '' simply due to mechanical defect we were made to believe it would be straight across with no issues. We had previously looked at the XXXX we ended up purchasing and had been informed it was a little out of our price range but because the inconvenience the dealer and finance was able to help us by giving the value of the pathfinder as a \" traded downpayment '' which in theory would have lowered our monthly cost. After a little back and fourth with finance sales and even the XXXX came in to chat with XXXX at XXXX point about the sale and financing options. \nAfter a very long day in the dealership with XXXX young boys we finally got the approval and it was time to sign. We quickly swapped vehicle info and signed away. We left happy customers and spoke highly of the customer service we received from everyone involved even with all the difficulties we had. \nThe sticker price of the pathfinder was XXXX. The sticker price of the XXXX was XXXX. \nWe were informed in the finance office with XXXX we would be getting the value if the vehicle as written on the contract \" XXXX '' This information I will include in my uploaded documents. \nWe were NOT informed we would be given negative equity for the pathfinder we were also under the impression that XXXX would be subtracted from the XXXX as that is how a typical trade works with the value of a vehicle. \nNow that would leave us to have a total of XXXX not including interest. That is not what happened. We ended up with XXXX in finance fees plus interest leaving us XXXX and change in debt with a monthly total of XXXX shown in the documents. \nNow it's been XXXX years since signing this contract. Being a busy mother who just had a great experience with what seems to be honest men doing honest work I had absolutely no reason to believe we would be lied to about how the sale was actually happening. \nI found this information out about XXXX week ago when I opened up a letter in the mail from XXXX XXXX stating I was XXXX behind roughly XXXX of that being late fees. XXXX claimed we were XXXX months behind however I had no information at that time stating which months were \" missed '' and no knowledge of late payments as I was under the impression that had been resolved multiple times throughout the XXXX years with XXXX. This had caused my husband and I to do a deep dive into ALL of our documentation while also providing payment history to be able to prove I was not missing or late on payments. I also learned in this time XXXX had been reporting 30 days late and missing payments for XX/XX/XXXX and XX/XX/XXXX which was easily proved to be incorrect and also a problem with how XXXX financial handles customer problems internally. \n\nNow I'll go back and fill in the missing pieces. \nWhen we purchased our vehicle we told we had about XXXX months before our first payment was due and all we needed to do was change the date if there was a problem. I had called and asked for the due date to be the end of the month I was told that was fine. I made my first payment on XX/XX/XXXX. That was when I began being charged late fees. Some were reversed some not. Finally after months of back and fourth I spoke with a supervisor in XXXX of XXXX who explained my account needed to be current and I needed to put in a request for due date change that they would have to have approved. Not once had I been given that information and the other banks I had been with previously did not work that way. I was under the impression if a date needed to be changed as a consumer I had the right to do so within reason of course. Finally my date was changed to the XXXX of the month and my late fees should have been reversed on the account due to the error. \nIn XX/XX/XXXX my family had an emergency where my husband myself and our XXXX children found our selves homeless. I made my XXXX payment on the XXXX of the month and around the XXXX of the month I called XXXX ( after getting housing for my family ) I explained our situation and explained all our funds that were available were used up and I was not sure how I would be able to make my XXXX payment. The representative I spoke with let me know I could give granted a financial hardship and that month would be added to our last payment. They explained the details asked me a few questions and the conversation ended with me feeling less stressed and appreciative of XXXX. I have continued my payments as normal for the last year. \nXX/XX/XXXX my husband took our XXXX in for regular service when I got a call asking if I was interested in having an appraisal done and if I was interested in selling the vehicle or doing a trade. I figured why not and with a growing family we needed an upgrade. We loved the sequoia and it has ALL the space my XXXX boys need. We test drove and went off to financing. We hit a stopping point when asked about a missing payment for XX/XX/XXXX. But I had proof of payments so that couldn't be correct. \nWe left the dealership with the XXXX and I made phone calls and checked my credit. I found it had dropped significantly due to inaccurate reporting by XXXX financial. \nI called XXXX and once the rep did a little research they were able to find an error that was made and let me know it wasn't an issue on my side and it would be corrected. I lspoke with another rep maybe a month or so later who also informed me it has been corrected and according to the info they have I had no missing or late payments on my account. However they did note the problem with XXXX being reported and said they had the payment and on time so it wasn't an issue. Both reps had both mentioned XXXX financial hardship and how sometimes it can appear missing when it is not. The call ended with me being under the impression the errors were now being corrected and my credit would be repaired and going forward we wouldn't have this issue. \nNow this brings us to XX/XX/XXXX when I received the paper stating I was nearly XXXX dollars behind with nearly XXXX dollars in late fees. I had previously explained that info so I won't do that again but during the multiple phone calls those first few days lots of back and fourth and at least XXXX different reps all giving me different months I was missing all of them mentioning the XX/XX/XXXX hardship I had requested to speak with a supervisor as they typically have more access to the account and can more quickly get the correct information to be able to find what issues occurred and how to correct if. It wasn't until XX/XX/XXXX when I called again that I finally was able to speak with someone. He was able to explain to me the issues with my account. I had quickly given him the information about my account from the beginning from the issue with the pathfinder to that day. He explained the issue with the payment date was due to policies within XXXX and he expressed that reps from the beginning should have given me that information. They had not. \nHe explained that a financial hardship is something that needs to go through a process a representative can not just XXXX that to any caller. \nHe also explained that incorrect reports to credit bureaus and within accounts also needs to go to a different department and the consumer is responsible for mailing in the information that will help to complete the investigation. I explained to him how completely outrageous it is that only supervisors had been able to give me accurate information regarding how accounts work. I questioned why it was that XXXX years had gone by and this was the first time anyone had explained credit reporting errors and how \" extensions '' work. I have previously financed other vehicles with different banks and this is the first time I have ever had issues like this. \nDuring our conversation he had asked if I was willing to do a \" promise to pay '' I had said well yes that's if I do owe but that's not a conversation I think you want to be apart of '' and he said \" I have all day '' so I went on to explain that in my research on my account I had found that when signing for the XXXX not only did they not give us any credit for the pathfinder but they also gave us negative equity for the pathfinder and they added the mechanical break down and additional fees to the XXXX contract. To make it simple what should've occurred with the deal we had made it should have been XXXX warranty/fees+ interest which would have brought our total to around XXXX and not the XXXX we ended up with. \nNow at the time of signing I do recall saying to my husband it didn't seem correct but neither of us had any reason at the point to not trust XXXX. I believe that a business man or women should be taken at word unless proven otherwise and they had been kind enough to \" find a way to make it work '' I had no idea at that time how not reviewing the contract further would negatively impact our family financially. \nIt is my belief that XXXX owes me for diffrence that we have paid that we should not have been responsible for. That total is somewhere around XXXX dollars on top of the credit damages my family was a victim to which has prevented us from buying a home, borrowing for personal loan, and even trading in the XXXX in XXXX of XXXX for something better for our family. \n\nXXXX XXXX XXXXXXXX and XXXX financial have successfully scammed yet another customer. They have destroyed our credit, tarnishing our names for future lenders, they made it impossible for my husband and I to qualify for other loan opportunities, including a home loan in XXXX, multiple times in the XXXX years we have been customers we have been denied simply because the information they report is completely inaccurate.","date_sent_to_company":"2024-09-28T04:34:53.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"970XX","tags":null,"has_narrative":true,"complaint_id":"10274271","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TOYOTA MOTOR CREDIT CORPORATION","date_received":"2024-09-28T04:03:37.000Z","state":"OR","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["We test drove and <em>went</em> off to financing. We hit a stopping point when asked <em>about</em> a missing payment for XX/XX/XXXX. But I had proof of payments so that <em>couldn</em>'t be correct. \nWe left the dealership with the XXXX and I made phone calls and checked my credit. I found it had dropped significantly due to inaccurate reporting by XXXX financial."],"product":["Vehicle <em>loan</em> or lease"],"issue":["Managing the <em>loan</em> or lease"],"sub_product":["<em>Loan</em>"]},"sort":[9.956945,"10274271"]},{"_index":"complaint-public-v1","_id":"3193403","_score":6.9406085,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I opened a credit card with Chase and was approved for their Amazon credit card in XXXX for the purposes of utilizing the rewards for purchases on the Amazon.com website. I frequently purchase items on Amazon and was attracted to this card for the 5 % rewards that were offered. I used the card VERY sparingly and was only buying amazon items and then sending in a payment to pay those items off. After receiving this card, I discovered that my now ex girlfriend had been stealing the card out of my wallet and making purchases without my knowledge and then returning the card to my wallet so it was not missing. At no time was she ever given permission to access my card nor was she ever an authorized user. She was simply my girlfriend at the time and we shared a residence. Our agreement was to pay the bills and split them evenly. She took care of the finances in our house, so she would tell me how much money to pay her each money to cover these expenses. After several months, I noticed that my credit cards, once being Chase, had numerous unauthorized charges and were items such as our power bill, cable billl, water bill, her cell phone, her car insurance and many many other items that were not authorized by myself. When confronted, she admitted to making the charges without my permission and stated she \" just didn't have the money to pay those bills '' because she was spending the cash I provided her to pay those bills and used the card to cover her debts. I was very angry and threatened to report her to the police since she was using the cards without my permission. I gave her 30 days to pay them off in full or I would report her to the police. \n\nNaturally before the 30 days was over I calmed down and was able to speak to her in more open frame of mind. She explained she tried to borrow the money from her parents and they said it was her deception and wrongdoing and they weren't going to bail her out by giving her the money. She stated she tried to borrow money in other manners but could not get the funds. She asked me to allow her to simply make the payments and pay the card off, although, she could not do that within 30 days. She informed me that when she received her tax returns should could probably pay the entire amount off. This conversation occurred roughly 1 year after receiving the card before I discovered the fraud. I agreed to this arrangement for only a few reasons. # 1 we lived together and having her arrested would negatively impact me as much as her because I relied on part of her income to help pay the bills. # 2. We were dating and I would be having my own girlfriend locked up who I did care for romantically and we had been in a long term relationship which could possibly progress further # 3. I had supported her solely for 6 months while she was unable to work to attend XXXX school. I had invested a significant amount of time and effort to assist her getting into XXXX school as well as caring for her children while she attended classes and then also began working part time during the night to cover expenses. As a result, turning her in would have made her a felon and that would have stopped her from becoming a XXXX  and would have wasted all of my effort to help her get where she was trying to improve herself. Also, if she was unable to become a XXXX due to a possible criminal record, it may be nearly impossible to pay off the credit cards which she had used without my permission and knowledge. At the time of this discovery, the balances of all 3 cards she was using without my consent was in the area of {$16000.00}. \n\nI agreed to let her pay monthly payment until the time she received her lump sum from a combination of school loan money and tax returns. The only problem is that when both the tax returns and student loan money came in months later, she had spent it, without paying as agreed, and then later told me she couldn't follow through. So she once again said not to worry, they will all be paid off within 12 months if I just gave her time. I agreed as I did not have much chose at that time and still believed she would handle the charges as promised. \n\nI later bought a home in XX/XX/XXXX and my girlfriend and her children moved in with me. It was on or about XX/XX/XXXX that I discovered she had still be using my credit cards, even though I had physically removed them from my home. I immediatly terminated the relationship due to this continued lack of trust and theft and kicked her out of my home. I started to pull together statements and verify information and found out my accounts totaled nearly 23k in credit card charges and she had been using my cards electronically. The now ex girlfriend showed me a notebook where she had copied down my full credit card numbers, expiration dates, security codes, full name, social, and birth date in order to continue to use these cards. She did not state that was the original reason for collecting this information. she stated she did that to be able to call in and make payments over the phone on my credit cards so the minimum payments were being made. I did not think about how she was making the payments towards the cards, but that the cards themselves were being paid. It now dawned on me that she had stolen my information and personal identity and was continuing to use that to verify information when using these cards electronically without physical access to these cards. This allowed her to continue top use the cards and keep me in the dark on the balances and still make the minimum payments to prevent any type of collection calls or letter to be sent to me. \n\nI demanded payment in full on these cards as a matter of restitution from the ex girlfriend after breaking off the relationship of 5 years. She informed me she would be happy to do this and was going to once again send me her school money in XXXX of XXXX  which would be XXXX and estimated she would have another $ XXXX from her tax returns and then would have one final student disbursement that she could pay to me to mostly pay off the balances. She assured me she could pay the amounts off in 12 months and she would be a XXXX  soon so that total would not be an issue with her newer higher paying job. I agreed only because she swore the money would be repaid and that allowed her to remain a XXXX with no legal action. The months came and went and no money was paid. I began to demand payment in full and near XXXX or XX/XX/XXXX she stated she had \" changed her mind '' just as I had done in regards to our relationship and I could just do what I wanted as she had no intentions of paying anything any longer. She also informed me she had spoken to a lawyer previously in the year and he was prepared to defend her in the event I wanted to sue her. However, she also stated that he had determined that the statute of limitations had already expired the previous month and she was no longer liable in civil court and I could try and sue her, but nothing would come of the case. It then dawned on me the entire reasons for these delays was to buy more time to let this statute of limitations pass at the advice of her attorney before telling me she no longer intended to pay on them as promised. Although she had written up a \" contract '' which was never signed agreeing to repay certain amounts of money she felt she owed, it was never executed or signed and therefore could not be enforced. \n\nI was furious and believed I was now fully responsible for these cards and she had left me responsible for all of her fraud and I would have to repay the amounts or face a judgement against me on my house which I had just purchased. I am barely surviving on the income I have and the {$700.00} minimum payments needed to be paid each month was crushing me financially. However, I was also mistakenly under the impression that I only had a time frame of 90 days to report the fraudulent charges are they were no longer able to be disputed on my behalf. Since the original fraudulent charge made on one credit card appeared to have occurred around XX/XX/XXXX with my XXXX XXXX, I believe I could no longer purse relief through the credit card companies. I began to shoulder all the payments of the minimums which was financially unbearable with a full mortgage to pay alone at {$880.00} per month, all utilities, a $ XXXX/mo student loan payment, and now an additional {$700.00} per month minimum credit card payment that was 2/3rds interest by the time the money was applied. This was unbearable and I feared I was going to lose my home over this fraudulent debt which I was saddled with. \n\nFinally in about XX/XX/XXXX I decided to go out on a limb and see if there was ANY alternative to assist me in paying off the credit cards. I was already completely broke with no savings and no furniture other than an air mattress for a bed because the ex had taken all of the furniture in my home since she owned it, including all blankets, pillows, even toiletries and left me with literally nothing. I had a plastic lawn chair as my only chair and the air mattress using borrowed blankets and pillows because I didn't have any extra money to purchase these basic items due to the credit card minimum payments. I was doing everything I could to survive, but the payments were too much burden on me to survive. I finally broke down and began to call the credit card companies involved including Chase, XXXX, and XXXX XXXX XXXX, I was overjoyed at first contact because all three cards informed me through their fraud department that I was NOT liable for charges I did not authorize and that were made by the ex. They stated my mistaken assumption of only having 90 days to report her fraud was incorrect and that they all had a zero fraud liability policy and they would make sure to remove those charges from my card and do a thorough fraud investigation on my behalf to hold her liable for her theft. \n\nI immediately began gathering evidence as requested by the fraud team members and provided statements with highlighted charges that were unauthorized on my cards. Within days of submitting these unauthorized charges, my accounts were being refunded and the charges were being taken off. Chase was the very first card to remove all charges from my account and I was at an approximately balance of negative {$10000.00}!!! I could not believe how any charges had been made by her over a 3 year period an discovered most of these charges were made by her in a shorter time frame of a year and a half due to the card only being open since XXXX. The negative balance was available to me to use as my refund and I was informed by a customer service operator that I could still use the card and any charges would come off as credited towards the negative balance. I was even told I could use the card to withdraw money as a \" cash advance '' but would be limited to my limit of {$600.00}. As a result, I requested a PIN number to be sent to me so that I could withdraw some cash and pay bills such as rent and other utilities that had been crushing me financially for so long. I used some of the money to get basic necessities like stock up on my groceries and get food in my freezer, buy items from XXXX and XXXX XXXX, and pay my mortgage and light bill without being completely broke for the first time in a long time. I also used some of the money to buy into a few small investments that I could not touch. Unfortunately, during the month of XXXX, my card suddenly stopped working when I still had a balance of negative XXXX. When I called into card services, I was transferred a department that then transferred me to a supervisor without ever explaining to me why I had no use of my card. Finally the supervisor in the card services explained my card had been shut off for excessive use of my credit line and the card had been cancelled! I asked why this was even possible since Chase still owed me {$2500.00} for my REFUND of fraudulently charged items, payments, and interest which had accrued and that my balance was as low as negative XXXX! The gentleman on the phone took a few minutes to review my account and then stated he saw what I was referring to and it appeared someone had made a mistake and cancelled the card believing I was running up and excessive balance on my card, when in reality, he could see I was using my refunded credit amount. I told him how I was told I could simply use the card as normal until my negative balance was exhausted and was doing exactly what I was instructed to do. I was trying to get back my refunded money that was stuck on that card. The supervisor stated he understood and was going to submit a request for my account to have a \" reconsideration '' to review the closure and that he would document that it was a misunderstanding and my account was not being excessively used other than to attempt to withdraw my refunded amount. He informed me the review process can take approximately 7 to 10 days, but to check back in a few more days. I did not check back on the status immediately, but instead, received a call on or about XX/XX/XXXX from a superior stating my card had been reviewed and they were reinstating my usage of the card. I had also previously asked what would become of my negative {$2500.00} when the card was \" cancelled '' and was informed that they would wait 7 days and the company would send me the refunded credit as a check to ensure any pending charges were posted to my account. I thanked them for their help and waited to receive my check. Once my card was reinstated, I realized that they were not going to send the check since I now had access to the balance and there for used it to pull {$1500.00} off towards another small investment and would later request they company mail me a check for the remaining {$1000.00} which would leave the card with a balance of {$0.00}. I was finally stress free and realizing I could not get my furniture I so desperately needed and would not have to stress about how to buy food when I could barely afford my mortgage with these credit card payments. \n\nUnfortunately my happiness and excitement did not last long because I received another phone call Monday afternoon from a woman who identified herself as the fraud investigator assigned to my case. I can not remember the womans name, but I was given her contact information as XXXX, extension XXXX. This fraud investigator stated she had concluded \" her '' investigation and decided that the charges reported were NOT FRAUD because my ex was \" given access to these cards by me because she lived with me ''. I immediately stopped her and informed her that I had NEVER given her access and she was mistaken, someone obviously had made a mistake on the file. The investigator stated that she had NOT made any mistake, and that since the person who committed this fraud lived with me, she naturally would have had access to my cards by simply going into my dresser or wallet to take these cards and use them, even if I didn't give her permission to do so. \n\nAfter hearing this comment, I was LIVID with such as careless point of view that she was suggesting I was to blame for this fraud because simply LIVING with someone was enough grounds to determine they \" might '' take your card some day and use it without your permission and put it back. As a result, by them living in your residence, it is now your fault even though we have NEVER been married and she was NEVER an authorized user on my card. This made no sense to me and I immediately told this supervisor I could not believe someone could steal a credit card from me, use it, and put it back and it was acceptable simply because she lived at my residence. This would mean that absolutely ANYONE who had a roommate or child, or even just a friend living with them would be exposed to this same credit card fraud because she is blaming the victim for someone living in their home! The investigator stated that \" Well sir, we are a financial institution and we simply can not refund these charges because you allowed her to use them since she was living there and as a result she knew how to gain access to the cards. '' I wish that this phone conversation had not been as devastating as it was, but then the investigator continued to tell me she had more bad news. The investigator stated that Chase had \" mistakenly double refunded the charges and as a result we are putting approximately {$13000.00} back on your card because we accidentally made a {$6000.00} mistake ''. I tried to stop her and ask for more of an explanation of HOW could this POSSIBLY HAPPEN! How can a financial institution make such a stupid error and tell me they made a {$6000.00} mistake and were telling me that they were now going to add this back onto my card along with all charges she whimsically decided to deny refunds on for a balance of {$13000.00} on a single credit card that only had a maximum credit limit of {$3500.00}!! This means that if she would follow through with this decision, the banks unforgivable mistake would end up making me look like I had a balance that exceeded my credit limit by over {$10000.00} and absolutely DESTROY my credit rating in the process! They would also be charging me the feels that would make withdrawing the money from the ATM 's as my refund appear to be cash advances at the rate of 27 % on top of 23 % for the fraudulent charges. The minimum payments on this card would absolutely bankrupt me and I was the victim of fraud! How could this even be acceptable for someone to be the victim of fraud, try to resolve the situation on behalf of the credit card companies by making payments and even trying to get thief to pay the funds back in full, and then victimize me a second time by taking all the money back, hitting me with THEIR {$6000.00} mistake because someone miscalculated and told me that money was mine to use, and then now want it back after it has been spent? All while I was promised in the beginning that these fraudulent charges would not be my responsibility from the very day I called! If I had known this is how terrible the service was and that the credit card companies could not even figure out how to do their own refunds properly without making any mistakes, I would never have opened the card to begin with. That way I could never have been victimized through the fraud by Chase and their guarantee that I had \" zero fraud liability '' and was protected. That is apparently not true because their investigator simply wanted to find a way to blame ME for the charges when they could't find any other way to deny the claim, she would make a ridiculous conclusion that simply living with her negated the fraud and was now my responsibility. I did not receive these  same statements from XXXX XXXX XXXX nor XXXX XXXX and XXXX lost FAR more money than Chase in the theft in the amount of nearly {$31000.00} alone. Yet, they have refunded the amounts and asked for affidavits of fraud and any assistance of criminal prosecution of my ex girl friend. Chase did not even so much as offer me an affidavit to sign for fraud and I have offered on numerous occasions to assist them with any criminal charges should they choose to pursue that avenue. I once again informed this same fraud investigator that I would be willing to assist with a criminal investigation to assist them as I was doing the same with XXXX card, yet she said to her this was entirely civil and they were not going to refund any money. She did not care that her decision was unfounded and had no compassion that her decision is going to wreck my financially and destroy my credit. So, I immediately told the investigator that I wanted this decision appealed to a supervisor for review as I did not feel her determination was one based on any factual reasoning that was a legitimate law or policy. She stated that she could try to get a supervisor on the phone but they were busy, or she could resubmit this case to a department but that they would need to do another full investigation. I told her that would be find as I knew that these charges were fraudulent and I would not allow her to call these unauthorized charges my responsibility based on her statement my ex-girlfriend could make those charges simply because she lived in the same house hold. Why would ANYONE ever need an authorized user card then? Apparently she believed you can just take someone's card behind their back and use it and it would be perfectly acceptable! So, I stated I wanted the review done on my decision and the account to be looked at by another person above her with more authority. I told her I wanted this account left alone since adding this XXXX back onto my card was an unfair burden on both me and my credit and that would cause me even further damage. The investigator simply stated that \" The file will be submitted for review and further investigation '' and my full belief is she understood I was appealing her decision and asking for someone else to review this account and stay her reversal onto my card. I am now looking at my account today and realizing that this investigator did the exact opposite and I now have all charges put back onto my card with a balance of {$13000.00} with no available credit and over the limit by {$9500.00}!. My credit rating which was severely harmed from the fraudulent credit card charges will not be even FURTHER destroyed just as I began to recover. There is no possible way I can in good conscience make payments on charges I know are both fraud due to theft and also mistakes made by the same company that promised to protect me should this happen. Instead both parties are further harming me financially by making me liable for them and I am the victim! It is unimaginable to me to think any reputable company would be so callous, reckless, and irresponsible to the victim of a crime and then further harm them by claiming they \" accidentally '' made a mistake of {$6000.00}! That is not MY fault that they made that mistake as they were the ones who informed me I could spend this money as it was MINE! I would NEVER charge {$6000.00} on a credit card in this manner as I am far more financially responsible that this and I feel as they have now baited me into a trap and are trying to wash their hands of their own responsibility for both the fraud and their \" error '' of double refunding me charges. I am NOT able to pay this money back and I do not have the the ability to make the massive monthly payments their error will incur on me. This is simply not something I can ever forget and I will likely be forced to switch my credit card accounts to another company in the future as I feel there was never any intention to help me with being defrauded by this investigator. I will make sure to tell everyone I know to cancel any credit card, bank account, investment product and any other item they may have with Chase or any Chase bank due to how I was treated and how they have proven their word of \" zero fraud liability '' really doesn't actually apply and superficial reasons will be made up that do not even exist in their card polices. \n\nSo in other words, Chase will make up whatever story they want and try to blackmail you into paying off someone else 's illegal charges while offering NO protection and threaten damage to your credit, employment, liens and judgments on your home, and ultimately the shame of having a destroyed credit report committed by someone who was never held responsible for their fraudulent charges to begin with. I have never felt more violated in my life than I do right now and I have never felt more hopeless and depressed than I do now because I can not possibly pay this money back and nor should I have to. I am the victim not the criminal!","date_sent_to_company":"2019-04-02T16:02:55.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"27530","tags":null,"has_narrative":true,"complaint_id":"3193403","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-03-27T23:35:19.000Z","state":"NC","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I agreed to let her pay monthly payment until the time she received her lump sum from a combination of school <em>loan</em> money and tax returns. The only problem is that when both the tax returns and student <em>loan</em> money came in months later, she had spent it, without paying as agreed, and then later <em>told</em> me she <em>couldn</em>'t follow through. So she once again said not to worry, they will all be paid off within 12 months if I just gave her time."]},"sort":[6.9406085,"3193403"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":14,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":14}]}},"product":{"doc_count":14,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"FHA mortgage","doc_count":2},{"key":"Conventional home mortgage","doc_count":1},{"key":"VA mortgage","doc_count":1}]}},{"key":"Payday loan, title loan, or personal loan","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Personal line of credit","doc_count":1},{"key":"Title loan","doc_count":1}]}},{"key":"Vehicle loan or 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