BEE-spoke-data/consumer-finance-complaints huggingface dataset:
Consumer complaint received 2023-03-04
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
TransUnion has failed to remove incorrect information from my credit report despite contacting TransUnion multiple times, and despite other major credit reporting agencies removing the same information and has taken months to still NOT address my dispute. 

Both of these accounts are being listed as an auto loan on my consumer credit report. This alleged agreement by the governed law UCC is indeed a credit sale. 

TransUnion has not been furnished with any documents suggesting or validating that this an auto loan. As the alleged debtor, no money or goods have been loaned to me. Per section 15 USC 1681e, I am entitled to an accurate, complete and verifiable credit report and requires that consumer reporting agencies to adopt " reasonable procedure to assure maximum possible accuracy and integrity of the information '' contained in consumer reports. TransUnion intentionally and irresponsibility reporting false information. You, ( TransUnion ) as a consumer reporting agency, are aware of the tax laws and obligations. You assumed a vital and responsibility role to assure the maximum accuracy of information in consumer reports you furnish. The fundamental properties of this retail installment contact are not applicable and does not constitute as being an auto loan. XXXX XXXX XXXX XXXX  does not have an enforceable contract as an auto loan for me, XXXX XXXX, for these accounts, so you can not furnish this account as an auto loan. 

This is indeed an actual factual inaccuracy that could have been covered by a reasonable investigation. 

You need to REMOVE and BLOCK the following accounts from my consumer credit report immediately. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2023-07-14
Company: EQUIFAX, INC.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I am requesting again in regard to the inaccurate and unknown things on my credit report. er FCRA 605B ( 15 U.S.C. 1681c-2 ) you are required to remove/block any accounts or information not later than 4 business days. Please verify that all items are 100 percent true, accurate, and correct, and are not untimely, unverifiable, incomplete, or inaccurate. Please delete these items immediately XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2023-06-26
Company: Experian Information Solutions Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
This is my NUMEROUS request that I have been a victim of identity theft and that no one seems to care, that I want to dispute specific records in my credit file that do not belong to me, or that I have signed any agreement. The items I'm challenging have nothing to do with any transactions I've done or authorized to gain products, services, or money. Please remove the following items : XXXX XXXX Balance : {$760.00}, XXXX XXXX XXXX Balance : {$410.00}, XXXX XXXX XXXX Balance : {$4500.00}, XXXX, XXXX, XXXX XXXX XX/XX/1986

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2023-06-26
Company: Experian Information Solutions Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
The unverified items indicated below continue to report on my credit report despite several written requests, in violation of federal law. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require these items to be authenticated ( A ). I will take legal action against you if you do not validate these items. Please follow the law so that this situation can be settled quickly. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-14
Company: EQUIFAX, INC.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
When I reviewed my credit report, I discovered that some of the information was erroneous. The 3 credit bureaus must validate these accounts in line with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ). It is not authorized to fail to validate these reporting accounts as unverified information without providing any proof within the period allowed by law. The following accounts need to investigate and corrected for erroneous reporting in my file are listed on my credit report XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2018-06-29
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My family and I are waiting for a response from Nation Star regarding the two payments for XXXX and XXXX, also why were we told the modifications was rejected because we rejected it when in fact we did no such thing. Why XXXX in XXXX may or may not what's going on with an account but those in XXXX do or vice versa. Please see this ongoing sega as I will upload documents from XXXX. We are still sent tax collections and told to pay them by Nation Star tax statements.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-05-28
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: WI
Product: Debt collection
Sub-product: I do not know
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XXXX XXXX XXXX XXXXt made a false collections claim on my TransUnion credit report for a {$2000.00} debt owed to XXXX XXXX XXXX XXXX from 2014. I have never held accounts with this bank and have no outstanding debt. I gave read multiple reports about XXXX XXXX XXXX XXXX being a fraudulent company. TransUnion should not allow false information to negatively affect their credit reports, this costs time and money for citizens.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2021-05-27
Company: CITIBANK, N.A.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
SEARS/CBNA # XXXX was used fraudulently

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2023-06-12
Company: EQUIFAX, INC.
State: NV
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Despite multiple written requests, the unverified accounts listed below continue to report on my credit report in violation of federal law. I sent a letter to the 3 credit bureaus but I never received a response from them. These accounts must be validated in accordance with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ). If they do not validate these accounts, I will take legal action against them. Please follow the law so that this matter can be resolved as soon as possible. 
XXXX XXXX  XXXX Balance : {$540.00} ; XXXX XXXX Balance : {$2800.00} ; XXXX  XXXX XXXX Balance : {$2800.00} ; XXXX XXXX  XXXX Balance : {$5000.00}.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-09-10
Company: Mr. Cooper Group Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
I found these unauthorized inquires on my credit report. 
XXXX XXXX XXXXXXXX XX/XX/XXXX XXXX XXXX XXXXXXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXXXXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2022-02-02
Company: Jon Barry and Associates, Inc.
State: SC
Product: Debt collection
Sub-product: Medical debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
Paragon Revenue Group DBA XXXX XXXX XXXX XXXX XXXX XXXX are debt collectors attempting to collect a medical debt on behalf of XXXX XXXX XXXX. I nor my property have not received any services from Paragon Revenue Group DBA XXXX XXXX XXXX XXXX, XXXX and we are not a party to their agreement with XXXX XXXX XXXX. I have not agreed to pay/tender anything to Paragon Revenue Group DBA XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have no idea how Paragon Revenue Group DBA XXXX XXXX XXXX XXXX XXXX XXXX received our private medical information. I did not sign a medical release of information to Paragon Revenue Group DBA XXXX XXXX XXXX XXXX XXXX XXXX. 
Paragon Revenue Group DBA XXXX XXXX XXXX XXXX XXXX XXXX violated our H.I.P.P.A. rights once again and is attempting to collect on an alleged debt that does not belong to me nor my property. I have previously experienced unfair treatment with Paragon Revenue Group DBA XXXX XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX ; also filed with the CFPB complaint no. : XXXX. 
While in the process of this dispute ; Paragon Revenue Group XXXX XXXX XXXX XXXX XXXX XXXX XXXX flagged my credit files with inaccurate/unverified medical debt collection information. Please be advised Paragon Revenue Group DBA XXXX XXXX XXXX XXXX, XXXX are not Holders in Due Course. Paragon Revenue Group DBA XXXX XXXX XXXX XXXX, XXXX provided an unverified debt collection letter via mail dated XX/XX/XXXX. XXXX validation notices were mailed to Paragon Revenue Group DBA XXXX XXXX XXXX XXXX, XXXX physical and mailing address. ( See attachments ) The letters were received via USPS postage XX/XX/XXXX and XX/XX/XXXX. Please note in the highlighted section on the letter provided by Paragon Revenue Group my validation notice was received at both addresses before XX/XX/XXXX. Paragon Revenue Group DBA XXXX XXXX XXXX XXXX XXXX XXXX did not validate their alleged debt and flagged my credit files on XX/XX/XXXX, and XX/XX/XXXX proving they do not honorably allow their alleged clients to dispute the validity of their debts before placing their accounts with the bureaus for collection. 
XXXX XXXX dba collection XXXX for Paragon Revenue Group DBA XXXX XXXX XXXX XXXX XXXX XXXX sent a copy of proof of stolen medical information that has absolutely nothing to do with Paragon Revenue Group DBA JXXXX XXXX XXXX XXXX XXXX XXXX. 
NOTE : XXXX XXXX 's envelope ( also attached ) was stamped XX/XX/XXXX by the post master and the letter is dated XX/XX/XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-10-11
Company: EQUIFAX, INC.
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
there is an unauthorized credit enquiry by XXXX XXXX  on XX/XX/22 on my credit report. please investigate and remove this enquiry because it was done washout my consent, thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-05-13
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I have disputed acct ending in XXXX 2 times by transunion about 3 late payments XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX listed on the acct and missing payment information for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 
I provided billing information and payments made directly from creditors website but transunion keep stating in the dispute that all the payment information is correct and verified. 

Here is 1 expample the acct ending in XXXX show late payment for XX/XX/2022, i provided payment history from credit website showing XX/XX/XXXX a payment of XXXX was made, but transunion returns last 2 disputes again saying everything from the acct is verfied and accurate. 
At this point i dont actually believe any human is reading these disputes or verifying anything using the documentation that is being provided. 

At this point i want this acct removed from my credit file because of the amount of errors and transunion ignoring the document proof showing inaccuracies for the acct in question.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2023-09-25
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
1. XXXX XXXX  XXXX  opened XXXX XXXX. XXXX  without my permission. I realized this fraud opened an account in XX/XX/XXXXXXXX  with a notice from three credit bureaus about delinquent status. 

2. I also got the mail from the XXXX that there was a data breach and my information belonged to this data breach accident. 

XXXX. I sent all of the evidence to three credit bureaus and a XXXX XXXX  company. 
The other fraud activity accounts were successfully deleted from my credit files. 
But XXXX still remains on my credit files. 
The three credit bureaus noticed today that the XXXX XXXX  was not accepted delete this fraud account with charge-off status. 

4. I got a Data  breach notice on XX/XX/XXXX, but I did not live in XXXX  in XXXX. I lived in XXXX, XXXX. I moved to XXXX  in XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2023-06-26
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
This is my other endeavor to tell CREDIT BUREAUS that I am a victim of identity theft and to complain about specific records in my document because of their wrongdoing. The records I am questioning connect with no exchanges acquiring any possession of goods, services, or money that I have made or authorized. Assuming no one cares, either way, block the noteworthy of any information in my credit record that came about due to alleged fraud. Per Section 605b of the FCRA CREDIT BUREAUS is required by law to remove any ITEMS or information which is found to be opened due to identity theft. 
XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2022

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2022-09-10
Company: Credit Karma, LLC
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
Hi my name is XXXX I have been tricked by credit karma they showed me credit cards I was pre approved for and also told me there was no credit check but when I applied for one it alerted me that there was a hard inquiry on my credit report I've been using credit karma for years and I don't think it's ok that I've been getting tricked or lied to I want compensation for the lies and decite I had to go through and some of the things on my credit report I've tried getting removed bc some of them aren't my account they belonged to an ex but credit karma said they couldn't remove them! I don't know what to do or think

Company response to consumer: Closed with explanation
Consumer complaint received 2023-06-26
Company: Experian Information Solutions Inc.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I want to inform the Credit Bureaus ONCE AGAIN that I was a victim of identity theft and I'm requesting to remove these fraudulent items from my credit file resulting from alleged identity theft. Per FCRA 605B ( 15 U.S.C. 1681c-2 ) CREDIT BUREAUS are required to REMOVE any items listed in Identity Theft. Once again HERE ARE THE LIST OF ITEMS THAT I WANTED TO REMOVE! 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX RETURN MAIL XXXX, XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX ( Original Creditor : XXXX XXXX ) XXXX Balance : $ XXXX XXXX ( Original Creditor : XXXX XXXX XXXX ) XXXX Balance : {$7000.00} XXXX XXXX, XXXX ( Original Creditor : XXXX XXXX ) XXXX Balance : {$470.00} XXXX XXXX XXXX  ( Original Creditor : XXXX XXXX XXXX ) XXXX Balance : {$620.00} XXXX XXXX XXXX ( Original Creditor : XXXX XXXX ) XXXX Balance : {$0.00} XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2022-11-21
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I sent a letter on XX/XX/XXXX to remove the items that are UNKNOWN to me. I came across this law today and according to the Per FCRA 605B ( 15 U.S.C. 1681c-2 ) you are required to remove/block any items or information not later than XXXX business days after XX/XX/XXXX. Ive already included these in my previous Complaint & I am including them again. 
XXXX XXXX : {$0.00} XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX {$5700.00} ; XXXXXXXX XXXX XXXX XXXX XXXX  {$150.00} ; XXXX XXXX XXXX XXXX XXXX XXXX {$10.00} ; XXXX XXXX XXXX XXXX XXXX {$1800.00} ; XXXX XXXX Original XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX {$3300.00} ; XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  {$230.00} ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XX/XX/XXXX ; XXXX XXXX XXXX XXXX, GA XXXX XX/XX/XXXX ; XXXX XXXX CT XXXX XXXX XXXX XXXX NC XXXX ; XXXXXXXX XXXX XXXX XXXX XXXX XXXX NC XXXX ; XXXX XXXX XXXX XXXX XXXX, GA XXXX ; XXXX XXXX XXXX XXXX XXXX, NC XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2021-05-29
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Citi promotion for new account published on internet with terms if $ XXXX funding new account by XX/XX/XXXX, maintain for 60 days to earn {$200.00} bonus. I met all criteria and am being denied promotional bonus due to discriminatory, unfair and deceptive practices. 
XX/XX/XXXX new account opened by telephone. I asked for bonus code but never provided. Agent told me not necessary. 
XX/XX/XXXX {$5100.00} funding posted XXXX XXXX, contacted Citi via their chat feature and was assured by multiple agents I met all criteria and {$200.00} bonus would post by XX/XX/XXXX. 
Bonus DID NOT post, contacted Citi to resolve. They told me there was no bonus and would not honor the terms. 

I contacted Citi multiple times via phone and no resolution. I emailed their board members no response. 

Please help to give me the bonus due. I did my part and this is creating harm to my family by Citi discrimination and unfair,, deceptive practices.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation