vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I am submitting this complaint to formally report Wells Fargo Banks failure to conduct a reasonable, fair, and legally compliant investigation of a billing dispute, in violation of its obligations under the Fair Credit Billing Act ( FCBA ).

I purchased a pair of shoes from a merchant that were explicitly advertised as brand new and never worn. Upon receipt, the shoes were clearly used, with visible marks and damage that are inconsistent with a new product. This constitutes merchandise not delivered as agreed. 

I immediately contacted the merchant to request a return and provided photographic evidence documenting the used and damaged condition of the item. Despite this evidence, the merchant refused to accept the return. 

I then filed a billing dispute with Wells Fargo with claim number XXXX. During the dispute process, Wells Fargo did not request any documentation from me, did not ask for photographs, correspondence, or other supporting evidence, and did not provide me with an opportunity to rebut or respond to the merchants claims.

After a prolonged delay, Wells Fargo issued a letter closing my dispute and denying my claim. Based on the information provided, Wells Fargos decision was made entirely on the basis of the merchants submission, without conducting a balanced investigation or considering the consumers evidence. At no point was I contacted to participate in the investigation. 

This approach does not constitute a reasonable investigation as required under the FCBA. A reasonable investigation requires meaningful consideration of evidence from both parties, particularly where a consumer asserts that goods advertised as new were delivered in a used and damaged condition. Wells Fargos failure to solicit or review my evidence renders the investigation fundamentally deficient.

Wells Fargos actions deprived me of a fair dispute resolution process and resulted in the improper denial of my claim. I believe this constitutes unfair dispute handling and a failure to comply with federal consumer protection requirements. 
I respectfully request that Wells Fargo be required to : 1. Reopen the dispute, 2. Conduct a complete and impartial reinvestigation that includes my photographic and written evidence.

I am requesting the Consumer Financial Protection Bureaus assistance to ensure that Wells Fargo fulfills its statutory obligations and corrects this matter.

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 2026-01-12 00:00:00
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Resurgent Capital Services L.P.
State: MI

Complaint narrative:
This debt collector has done unjustifiable practices of the FDCPA which it prohibits. They furnished this account that we didn't agree upon and I didn't sign an agreement on. A legal contract is signed by two parties and I did not participate in any of it. they didn't follow the proper 5-step validation procedure. According to the FDCPA, Im entitled to compensation for these violations and clearly, they violated my rights and abused my privileges. I demand this account be taken off immediately. 

. This has created financial hardship and stress during a period in which I am actively working to stabilize my finances and meet my obligations.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-13 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: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
On XX/XX/12, I received a call from XXXX which read Chase on the caller ID. The caller identified themselves as JP Morgan Chase. They advised fraud charges were made and some opened a checking account linked to my phone number. I needed to send XXXX codes using my bank account through XXXX to XXXX XXXX ( last name ). The " case number '' they gave was actually a phone number and the provided codes were dollar amounts. 
I tried to ask questions, they got very rude and pushy. I hung up without sending anything through XXXX. They proceeded to call back about XXXX times and I had to block the number.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
I held a Certificate of Deposit ( CD ) with Goldman Sachs Bank USA that matured on XX/XX/XXXX. The original investment was {$10000.00}. On the maturity date ( XX/XX/XXXX, Interaction ID XXXX ), I instructed Goldman Sachs to leave {$500.00} in the account to keep it open and to disburse the remaining balance ( {$9500.00} plus accrued interest ) to an external account. The representative confirmed this was acceptable, collected the routing and account information, and advised the remaining {$500.00} would roll into a new CD with a maturity date of XX/XX/XXXX. 

On XX/XX/XXXX ( Interaction ID XXXX ), I was told the recipient account holder needed to be on the call to authorize the transfer, which was completed. I was advised the transfer would take several business days due to the holidays. 

By XX/XX/XXXX ( XXXX ID XXXX ), no funds had been disbursed. I was then informed for the first time that the transfer had been canceled because Goldman Sachs can not transfer funds to another persons account. I was never notified of this cancellation. I was also told that because the funds had allegedly rolled into the new CD, no disbursement could occur until XX/XX/XXXX. 

After escalation, I was told the only option was to close the account and receive the full balance by mailed check. I agreed under distress and was told the check would be mailed within XXXX business days. 

On XX/XX/XXXX ( Interaction ID XXXX ), having received no check, I was told to continue waiting and that delivery should occur by XX/XX/XXXX or XX/XX/XXXX. 

On XX/XX/XXXX ( Interaction ID XXXX ), I was initially told the check should arrive that day. After escalation, I was informed that no check had ever been processed and the account had never been closed, contradicting prior statements. 

Ultimately, the representative closed the account and processed an electronic transfer of {$10000.00} to my XXXX XXXX account ( Transaction ID XXXX ). I received repeated inaccurate and conflicting information over multiple calls and experienced significant delays accessing my own funds. Had I not persistently followed up, no action would have been taken. 

This caused financial hardship, emotional distress, and loss of trust due to misleading information and failure to handle my funds as instructed.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: CT

Complaint narrative:
On XX/XX/year>, I applied for a CareCredit card issued by Synchrony Bank and was instantly approved for a {$16000.00} credit limit. However, I received the standard CareCredit card instead of the rewards version. 
My credit profile at approval : XXXX XXXX  score, perfect payment history ( 100 % ) across XXXX credit accounts, {$220000.00} in existing credit lines, 1 % utilization, and XXXX derogatory marks. I have nearly 7 years of established credit history including {$95000.00} in combined credit lines with XXXX XXXX XXXX XXXX. 
When I contacted Synchrony via chat to ask why I didn't qualify for the rewards card, I was told I need to " establish payment history with Synchrony Bank '' before being eligible for rewards. I informed them that I previously held a XXXX XXXX XXXX card with a {$20000.00} credit limit approximately 2 years ago, meaning Synchrony already has my payment history in their systems. 
I requested escalation to management. The chat manager, XXXX XXXX, stated she " can not determine '' why I didn't qualify for rewards and directed me to call a different department at XXXX for answers. 
No one at Synchrony - not tier XXXX support, not management - could explain what specific criteria I failed to meet for the rewards card. This is the same credit data they used to approve me for {$16000.00}. When I asked for a clear explanation of rewards eligibility criteria, I was given corporate runaround and told to call yet another department. 
This appears to be arbitrary and discriminatory underwriting. Synchrony approved me for a substantial credit line based on my creditworthiness, but denied rewards benefits without any explanation that withstands basic scrutiny. Their own previous relationship with me ( XXXX XXXX ) contradicts their stated reason for denial. I suspect rewards cards are reserved for less creditworthy customers who will carry balances and pay interest, while responsible borrowers are systematically excluded. 
I informed Synchrony I would be filing this CFPB complaint due to their inability to explain their own underwriting decisions.

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 2026-01-13 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: ENCORE CAPITAL GROUP INC.
State: FL

Complaint narrative:
Midland Credit Management ( MCM ) is attempting to collect on an alleged debt that is the result of gross negligence and systemic security failures by the original creditor, XXXX XXXX. This debt is illegitimate. 
A third party fraudulently accessed and used my XXXX XXXX account over a period of years. This was not a simple case of a lost or stolen card ; this was a catastrophic failure by XXXX XXXX to secure my account, which included : A History of Security Failures : My account was so chronically compromised that XXXX XXXX was forced to reissue my card at least XXXX times with different numbers. This proves XXXX XXXX was aware of ongoing security issues but failed to resolve them. 
Issuing a Card to a Fraudster : XXXX XXXX issued a credit card in the name of a third party and linked it to my account without my knowledge or authorization. They sent the card and activation mailers to my address, but in her name. 
Treating the Fraudster as a Customer : In a letter dated XX/XX/year>, XXXX XXXX 's fraud department communicated directly with the fraudster at my address, treating her as the legitimate account holder and even investigating fraud for her. This proves they had linked her to my account without my consent. 
Acknowledging the Fraud : XXXX XXXX 's own records confirm a pattern of acknowledged fraud on this account. In a letter dated XX/XX/year>, their fraud department confirmed that an investigation into fraudulent charges was resolved and that I was not held responsible for those specific charges. This proves their awareness of the problem. 
Arbitrary Account Closure : After these events, XXXX XXXX unilaterally closed all of my accounts without explanation or recourse, effectively punishing me for their own security failures. They then sold the resulting fraudulent debt to MCM. 
I have sent a formal dispute letter to MCM via certified mail, including photographic evidence of the multiple cards, XXXX XXXX 's own letters, and the fraudster 's criminal record for theft. This debt is invalid and uncollectible.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: AMERICAN HONDA FINANCE CORP
State: PA

Complaint narrative:
Hello. I am praying someone can help me with this matter. I have more paperwork that I mailed to them via the US Postal Service after the below documents are dated. I have called countless times, into XX/XX/year>. 
I was never behind on my loan. Had I really been behind, someone would have said something between the time I paid my loan down to {$700.00} on XX/XX/year> & when I called one week later on XX/XX/year> & discovered that the interest was accumulating at an alarming rate. It was not until XX/XX/year> that anyone claimed I had been chronically behind. I was never XXXX  late, I paid early, way ahead trying to pay it off quickly. 
Please help me. I paid & called & checked on my loan many times over the 5 years it took me to pay it off. Regardless of what they say, I was never behind. The truth is they over charged me by ( conservatively ) {$2000.00}. 
I do not have money to hire an attorney. I am XXXX & struggling to survive. 
Any assistance that could be given is greatly appreciated. 
I did pay the {$710.00} on XX/XX/year>. I can prove that. 
Sincerely & Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX ( XXXX ) XXXX Personal Cell ( XXXX ) XXXX Work cell Best to leave a message on. Thank you! 
I have documents I can not attach here.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
I opened a Chase business checking account on XX/XX/year>. I deposited over {$20000.00} initially and later wired funds out to purchase real estate. Subsequently, I deposited one month of rental income consisting of cash and two checks.

Before I could make a second months deposit, Chase suspended the account on XX/XX/year> for potential fraudulent activity and froze the entire balance of approximately {$1500.00}. 

One of the two checks has now been verified by Chase. The second check is for {$200.00} and was written by a renter from their personal Chase Bank account. Chase has full internal access to verify that account, its ownership, its transaction history, signature records, and its payment pattern.

Despite this, Chase is refusing to verify the check or release any funds because the renters phone number does not appear registered in the same name as the check writer. Chase is refusing to call the renter even though Chase already controls the issuing account.

This means Chase is freezing 100 % of my business account funds based on a {$200.00} item that is fully verifiable internally. This is unreasonable, disproportionate, and inconsistent with basic banking verification practices.

Additionally, Chase has given contradictory information, including falsely stating they had not spoken to one renter when that renter confirmed they had more several conversations with Chase. They also claimed they could not verify my XXXX through the XXXX  XXXX XXXX website during a known outage for the XXXX XXXX. 

I have offered multiple verification methods including an internal bank-to-bank confirmation and identity documentation. Chase refuses to proceed and has not provided a written resolution timeline. 

I am requesting immediate release of my funds or immediate reversal/return of the disputed item so the account balance can be released. 

Holding an entire business account XXXX over a {$200.00} internally verifiable item is not reasonable fraud protection. It is operational misconduct.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
am filing this complaint regarding Capital Ones handling of my credit card dispute.

I paid a merchant for architectural plans, which was the purchase of a finished item, not a service. The plans I received were materially inaccurate and not as described, requiring corrections and additional expense to be usable.

I attempted to resolve the issue directly with the merchant before filing a chargeback but did not receive a response or any indication that a refund was being considered. Due to the lack of communication, I initiated a dispute with Capital One under the reason that the item was not as described and not what I paid for, which Capital Ones website states is an eligible dispute reason. 

After the dispute was initiated, the merchant provided written communication admitting that they intended to offer me a partial refund of {$2000.00} prior to the chargeback. The merchant further stated that the refund was not issued only because the chargeback process had already begun. This acknowledgment confirms that the item delivered was deficient and that a refund was warranted. 

Despite this written admission from the merchant, Capital One denied my dispute. Capital Ones decision appears inconsistent with its own published dispute criteria, which state that disputes are allowed when a cardholder does not receive what they paid for or when an item is not received as described.

I am requesting CFPB assistance to ensure Capital One conducts a fair and proper review of my dispute, gives appropriate weight to the merchants written acknowledgment of a refund, and applies its dispute policy correctly. 

XXXX. I paid a merchant for architectural plans ( an item, not a service ). 
XXXX. The plans delivered were materially inaccurate and unusable. 
XXXX. I attempted to resolve the issue directly with the merchant but received no response prior to initiating a chargeback. 
XXXX. I filed a dispute with Capital One, citing that the item was not as described and not what I paid for. 
XXXX. The merchant subsequently admitted in writing that they intended to issue a partial refund of {$2000.00} prior to the chargeback, but were unable to do so because the banks chargeback process had already begun. 
XXXX. Capital One denied my dispute, despite the merchants acknowledgment that a refund was warranted and their own website stating that disputes should be allowed when an item is not received as described. 
XXXX. I am requesting CFPB assistance to ensure that my dispute is reviewed fairly, based on the merchants written acknowledgment and Capital Ones own dispute criteria.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-13 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
Synchrony Bank is charging customers a fee of {$1.00} to mail customers a paper statement in the mail. I have complained to Synchrony Bank about this, but they told me it would take 2 billing cycles to respond to my complaint. This is wrong to charge customers a fee to mail us our monthly statement. Plenty of other companies mail out statements to customers without charging a fee. Synchrony Bank has an asset size of over {$10.00} XXXX, so to charge customers a fee to mail them their statement is beyond greedy and just plain wrong! I have a credit card account at XXXXXXXX XXXX, so when Synchrony Bank mails out my monthly statement, they add on {$1.00} to my bill. My XXXXXXXX XXXX  account number is XXXX XXXXXXXX XXXX. I now have {$7.00} balance on my XXXX XXXX  credit card account, which is the XXXX fee plus interest charges for not paying the {$1.00} fee.

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 monetary relief
Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
A criminal bad actor called my bank, Wells Fargo, whom Ive been a customer with for 7 years, impersonating me and they successfully transferred {$5000.00} from my savings account to my checking account. Subsequently and immediately following, the same bad actors attempted transactions at XXXX and XXXX- the XXXX transaction was successful. I didnt lose my card, I still physically have it. The charges were both made online against my debit card number. 


Wells Fargo did not alert me of the transactions and instead pushed a notification XXXX XXXX to my banking app regarding the {$5000.00} transfer and confirmed this was authorized. 

Furthermore, Wells Fargo did not alert me of suspicious activity via text, email, call or otherwise and instead I received a scam text in regards to the denied XXXX charge as an attempt to lure more information from me. 

I called my bank and they opened a case only regarding the merchant transactions and they dismissed my concerns regarding the unauthorized transfer. I made a new case today regarding this telephone transfer which is fraudulent.

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 2026-01-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: MA

Complaint narrative:
I have requested they discharge/ forgive my loans under XXXX since their own website states i have completed 120 qualifying payments. Previously I was eligible for a XXXX  XXXX  and I requested that but they never responded to me. Please help! I've been doing everything I should be doing for 10 years!

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-13 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
2024 I was approved for modification made XXXX payments then payment went up by XXXX I told them I could not afford that they said write a letter and we will review it that was XXXX months ago they will not accept any payments except what it went up to they have put me through XXXX got paperwork last night in mail saying they denied me help this company needs to be accountable I've been calling them XXXX times a week for months always tells me it's in review no one has reached out to me and they are not willing to work with me what can I do

Company response to consumer: Closed with explanation