vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: SC

Complaint narrative:
This is my OTHER 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 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 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 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 Balance : {$540.00} XXXX XXXX XXXXXXXX.

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 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
I reviewed my Consumer Reports and noticed that I had late payments on an account that I was never late for. Consumer Reporting Agencies have assumed a vital role and have a responsibility to report Consumer information to the best of their ability with Maximum Accuracy. I have never been late on payments for the account : XXXX XXXX XXXX : {$0.00}

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 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: NY

Complaint narrative:
I consumer received a letter from consumer reporting agency Equifax stating that my personal information is at risk due to them having a data breach. However, this breach happened but I was notified late when it became public due to the massive complaints that were being made by other consumers. I was instructed by the information Equifax provided to check if my information was jeopardized and I was affected by this breach below I will submit proof. This breach has affected me and my defamation of character. Your company falsely reported information that resulted in defamation of my character. Further, you created a deceptive form that made creditors and employers believe that I was in debt, though you could not prove its validity. If the debts were valid, you created a false impression that I was not able to pay the alleged debts.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
I dont have access to all the dates as I closed my account with Wells Fargo due to losing my job and having a negative balance. I gave them a date when I would get my first check to pay it and bring the balance to even and they closed it the day before that date. Not working with me even though I was a customer for a lot of years. However, that is not the issue. Just a complaint I have and now I dont think I have access to the dates and countless phone calls and unfair XXXX $ fees that I had to pay them over the years. They would show my balance as positive and every transaction I made on a Friday thru Sunday they wouldnt post until Monday and I would sometimes have 4 or 5 {$35.00} dollar charges at one time. I couldnt catch up. I called and countless phone calls how it wasnt fair and sometimes they would erase one to keep my business. They knew it was sneaky and never did the right thing. Took advantage of a paycheck to paycheck customer

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 2023-01-28 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
Bank closed my credit card account due to listing multiple charges as fraud. Even for the transactions I listed as fraud, they havent given me money back for it. They are two charges for XXXX XXXXl for {$100.00} and {$42.00}, and the rest of the chargers are from XX/XX/2022 onwards.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-01-28 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: TrueAccord Corp.
State: AZ

Complaint narrative:
The accounts/inquiries listed in the ID Theft Report were opened fraudulently and from an unauthorized use of my social security number and card. I did not authorize these accounts or inquiries to be taken out, nor do they relate from any transaction by me. 

I have never opened an account with TrueAccord.

TrueAccord is unable to provide any contract between myself and their company.

TrueAccord is knowingly and willingly committing Aggravated Identity Theft to collect on an alleged debt and punish me for non repayment of, when I am in fact not the debtor as they are alleging. This is a violation of 15 USC 1681a, 18 USC 1028A, 18 USC 894, The Gramm-Leach-Bliley Act, and RICO.

This is an Identity Theft pursuant to 15 USC 1681a ( 3 ). This information is not sent in error and is an affidavit of fact, so there is no material misrepresentation of the fact. 

If you believe I obtained possession of goods and services, then have a senior executive member of this company put this information on a signed and notarized affidavit under penalty of perjury.

Since TrueAccord is a debt collection agency, I demand you provide me with the details of you purchasing this debt and assigning it to me.

I do not accept TrueAccords offer to contract with me and assign this debt to me.

Furthermore, I demand that you cease all communication with me with regards to this debt, pursuant to 15 usc 1692.

If you continue to contact me with regards to this alleged debt, or keep any record of me with your company, you will be breaking federal law. 

In which case, I will pursue litigation against your company to the fullest extent of the law. 

Kindly govern yourself accordingly.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: AR

Complaint narrative:
I value your help to REMOVE a portion of the data in my credit file that came about because of a FRAUD, yet I have Accounts and information passed on that should be taken out or Block. Per FCRA segment XXXX you are expected to eliminate any records recorded on an ID THEFT REPORT # XXXX, # XXXX, and # XXXX. I've proactively remembered this report for a past letter and I am including it once more. I've educated my lawyer regarding my aims and they are eager to consider you responsible for your tenacious rebelliousness. I need you to remove the remaining items off of my Credit File : XXXX XXXX XXXX XXXX, AR XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX AR XXXX XXXX XXXX XXXX XXXX, AR XXXX XXXX XXXX XXXX XXXX, AR XXXX XXXX XXXX XXXX Balance Owed : {$0.00} XXXX XXXX Balance Owed : {$0.00} 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 XXXXXX/XX/XXXX. Please comply with Federal law and have the disputed items removed as soon as possible.

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 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I have filed multiple disputes with Experian. On XX/XX/2022 I filed another complaint against Experian asking them to provide me original documents with wet signatures, that a debt is owed by me to a company by the name of XXXX XXXX. Experian Has NEVER been able to provide me with the documents that I am requesting, If a debt is owed by me to this company, they should provide me with the documents. Experian have been avoiding sending me the documents that I have continually requested, Experian also stated they sent me documents on XX/XX/2022, but I have NEVER received any documentation. It's really leaving me to believe that everything for the past XXXX years has been handle improperly and incorrectly. They can never solidify their reasoning to believe that a debt is owed by me. By Experian improperly handling my situation is affecting my every day life, I can not get a place to live.

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 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
This company is reporting inaccuracies on my consumer report. I have tired to resolve this issue with the company mentioned in this complaint. They are continuing to report late payments on the fallowing account. 

ACCOUNT NAME : XXXX XXXX XXXX XXXX ACCOUNT # : XXXX The company on mentioned is violating my rights under 15 U.S. Code 1666b - Timing of payments & 15 U.S. Code 1605 - Determination of finance charge Ive attached a copy my consumer report with these inaccuracies below with my ID, bank Statement and tax return Sincerely, 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 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: CLGF Holdco 1, LLC
State: CA

Complaint narrative:
I tried making a change to my account online and found my account in delinquent status, no attempt to contact me was done. I still live at the address they have on file, and all my contact information is the same and current with information they have on their site.I was never contacted to be INFORMED and provided an opportunity to make an immediate payment and get this sorted much sooner than it did. They have correct phone, email and home address and they didn't use any methods to alert me to this tardy payment. 

In addition I would like them to remove the only other late payment on record XXXX XXXX  per the CARESACT I was unemployed. I sent them a letter with no response. 
Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
This company is reporting inaccuracies on my consumer report. I have tired to resolve this issue with the company mentioned in this complaint. They are continuing to report late payments on the fallowing account. 

ACCOUNT NAME : XXXX XXXX XXXX XXXX ACCOUNT # : XXXX The company on mentioned is violating my rights under 15 U.S. Code 1666b - Timing of payments & 15 U.S. Code 1605 - Determination of finance charge Ive attached a copy my consumer report with these inaccuracies below with my ID, bank Statement and tax return Sincerely, 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 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: AR

Complaint narrative:
I value your help to REMOVE a portion of the data in my credit file that came about because of a FRAUD, yet I have Accounts and information passed on that should be taken out or Block. Per FCRA segment 605 you are expected to eliminate any records recorded on an ID THEFT REPORT # XXXX, # XXXX, and # XXXX. I've proactively remembered this report for a past letter and I am including it once more. I've educated my lawyer regarding my aims and they are eager to consider you responsible for your tenacious rebelliousness. I need you to remove the remaining items off of my Credit File : XXXX XXXX XXXX XXXX, AR XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX AR XXXX XXXX XXXX XXXX XXXX, AR XXXX XXXX XXXX XXXX XXXX, AR XXXX XXXX XXXX XXXX Balance Owed : {$0.00} XXXX XXXX Balance Owed : {$0.00} XXXX XXXXXXXX Balance Owed : {$0.00} XXXX XXXX Balance Owed : {$0.00} XXXX XXXX XXXX  XXXX Balance Owed : {$0.00} XXXX XXXXXXXX XXXX Balance Owed : {$0.00} XXXX XXXX Balance XXXX XXXX {$0.00} XXXX  XXXX Balance Owed : {$0.00} XXXX XXXXXXXX Balance Owed : {$0.00} XXXX  XXXX Bankruptcy Date Filed/Reported : XX/XX/XXXX Reference # XXXX XXXX XXXX XXXX Bankruptcy Date Filed/Reported : XX/XX/XXXX Reference # : 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 XXXXXXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX. Please comply with Federal law and have the disputed items removed as soon as possible.

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 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: AR

Complaint narrative:
I value your help to REMOVE a portion of the data in my credit file that came about because of a FRAUD, yet I have Accounts and information passed on that should be taken out or Block. Per FCRA segment 605 you are expected to eliminate any records recorded on an ID THEFT REPORT # XXXX, # XXXX, and # XXXX. I've proactively remembered this report for a past letter and I am including it once more. I've educated my lawyer regarding my aims and they are eager to consider you responsible for your tenacious rebelliousness. I need you to remove the remaining items off of my Credit File : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Balance Owed : {$0.00} XXXX XXXX Balance Owed : {$0.00} XXXX XXXXXXXX Balance Owed : {$0.00} XXXX XXXX Balance Owed : {$0.00} XXXXXXXX XXXX XXXX XXXXXXXX Balance Owed : {$0.00} XXXX XXXX  XXXX Balance Owed : {$0.00} XXXX XXXX Balance XXXX XXXX {$0.00} XXXX XXXXXXXX Balance Owed : {$0.00} XXXX  XXXX Balance Owed : {$0.00} XXXX  XXXX Bankruptcy Date Filed/Reported : XX/XX/XXXX Reference # XXXX XXXX XXXX XXXX  Bankruptcy Date Filed/Reported : XX/XX/XXXX Reference # : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX. Please comply with Federal law and have the disputed items removed as soon as possible.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: TN

Complaint narrative:
I sent a letter on XX/XX/XXXX to XXXX Credit Bureaus to remove erroneous 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 ) they are required to remove any accounts or information not later than 4 business days after the date of receipt. Ive already included this in my previous Complaint # 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 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 2023-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Chime Financial Inc
State: FL

Complaint narrative:
I prepaid a mobile detailing company on XX/XX/XXXX to come to my house on XX/XX/XXXX to complete a car detailing job. The company made me sign a document upon pre-paying for services. The document was signed on XX/XX/XXXX for a job that was supposed to be completed on XX/XX/XXXX. On XX/XX/XXXX no one ever showed up or called from the company to complete the job. I called the company, no answer. At that point I did research on the company and found the company is a scam. I immediately filed a claim with chime on XX/XX/XXXX. The claim number is XXXX. I also filed a fraud report, a dispute with my bank and a XXXX  complaint on the company. As of today, my claim has been denied three times. Chime is saying no error occurred. I have spoken to multiple people and no one has been able to give me any answers. I have sent in multiple documentation showing that the company admitted they did not complete the job. In two emails the company stated they would do a refund but I needed to cancel my claim which I did not do. After reading multiple reviews on the company, I found that this is another tactic they use to get you to cancel the claim and they never actually provide the refund. At that point I stopped communicating with the company all together and chose to work directly with my bank which is chime. However chime refuses to credit my account. An error occurred when the company failed to complete the job. I spoke to a chime supervisor on XX/XX/XXXX who stated he doesn't understand why the claim is being denied. I then sent an email to chime requesting documentation used to come to the decision to deny claim. On XX/XX/XXXX I received that documentation and it is exactly the same documents I sent in as well, except I sent more. In the documentation the company provided they admit that they did not show up and asked me to withdraw my dispute. Yet chime still denied the claim and sided with the merchant. I also sent the response from the company on my XXXX  complaint which is dated after the email that the merchant sent in. Again the merchant acknowledged that the job was never completed and they were unable to issue a refund. I'm confused, I'm frustrated and disappointed.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-01-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: MD

Complaint narrative:
This is the several time I've complained about being a victim of identity theft. Experian and XXXX must remove any item that was opened without my knowledge, consent, or authority within 4 business days with ( 1 ) appropriate proof of the identity of the consumer ; ( 2 ) a copy of an identity theft report ; ( 3 ) the identification of such information by the consumer; and ( 4 ) a statement by the consumer that the information is not information relating to any transaction by the consumer. 

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