vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: LA

Complaint narrative:
I am filing this complaint to report multiple inaccurate, unauthorized, and fraudulent accounts reporting on my credit file. These accounts are not mine, and I did not authorize their opening or use. 

I have filed an official identity theft report with the Federal Trade Commission ( FTC ). The report number is # XXXX. A police report is also being filed to support this claim. These accounts are negatively impacting my credit across all three bureaus and contain conflicting or unverifiable information. 

Under the Fair Credit Reporting Act, specifically FCRA 1681c-2, I am requesting the immediate blocking and permanent removal of these accounts. Some of the accounts I am disputing include : XXXX XXXX ( Charge-off, {$200.00}, inconsistent ) XXXX  ( Transferred account, inaccurate status ) XXXX XXXX ( {$12000.00} charge-off, inconsistent reporting ) XXXX XXXX  ( multiple listings with conflicting data ) XXXX XXXX  ( duplicate entries, collection ) XXXX XXXXXXXX, XXXX, XXXX XXXX and others In addition to the accounts listed above, I also found several hard inquiries that I did not authorize. These inquiries appear to be associated with the fraudulent activity and were not initiated by me. Please request that the credit bureaus remove the following inquiries : XXXX XXXX  ( Experian, XX/XX/XXXX & XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( Experian, XX/XX/XXXX ) XXXX, XXXX, XXXX XXXX ( TransUnion, XX/XX/XXXX ) XXXX, XXXX  ( Equifax, XX/XX/XXXX ) These accounts and inquiries were not authorized by me and are contributing to the misuse of my credit profile. I request urgent investigation and removal in accordance with federal law. I am attaching a copy of my FTC identity theft report, my identification, and my current address documentation for your reference.

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 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: LA

Complaint narrative:
I am filing this complaint to report multiple inaccurate, unauthorized, and fraudulent accounts reporting on my credit file. These accounts are not mine, and I did not authorize their opening or use. 

I have filed an official identity theft report with the Federal Trade Commission ( FTC ). The report number is # XXXX. A police report is also being filed to support this claim. These accounts are negatively impacting my credit across all three bureaus and contain conflicting or unverifiable information. 

Under the Fair Credit Reporting Act, specifically FCRA 1681c-2, I am requesting the immediate blocking and permanent removal of these accounts. Some of the accounts I am disputing include : XXXX XXXX ( Charge-off, {$200.00}, inconsistent ) XXXX  ( Transferred account, inaccurate status ) XXXX XXXX ( {$12000.00} charge-off, inconsistent reporting ) XXXX XXXX  ( multiple listings with conflicting data ) XXXX XXXX  ( duplicate entries, collection ) XXXX XXXXXXXX, XXXX, XXXX XXXX and others In addition to the accounts listed above, I also found several hard inquiries that I did not authorize. These inquiries appear to be associated with the fraudulent activity and were not initiated by me. Please request that the credit bureaus remove the following inquiries : XXXX XXXX  ( Experian, XX/XX/XXXX & XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( Experian, XX/XX/XXXX ) XXXX, XXXX, XXXX XXXX ( TransUnion, XX/XX/XXXX ) XXXX, XXXX  ( Equifax, XX/XX/XXXX ) These accounts and inquiries were not authorized by me and are contributing to the misuse of my credit profile. I request urgent investigation and removal in accordance with federal law. I am attaching a copy of my FTC identity theft report, my identification, and my current address documentation for your reference.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
I HAVE BEEN AFFECTED OF XXXX AND EQUIFAX DATA BREACH. PER 15 USC 1681 C-2 STATES EXCEPT AS OTHERWISE PROVIDED IN THIS SECTION A CONSUMER REPORTING AGENCY SHALL BLOCK THE REPORTING OF ANY INFORMATION IN THE FILE OF A CONSUMER THAT THE CONSUMER IDENTIFIES AS INFORMATION THAT RESULTED FROM AN ALLEGED IDENTITY THEFT AND XXXX 

Account Name : XXXX XXXX # XXXXXXXX XXXX XXXX XXXX XXXX  - Date Opened XX/XX/XXXX Account Name : XXXX XXXX # XXXXXXXX XXXX XXXX XXXX XXXX XXXX Date Opened XX/XX/XXXX Account Name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - Date Opened XX/XX/XXXX UNAUTHORIZED INQUIRIES : XXXXEquifax XXXXEquifax XXXX XXXXXXXX XXXX XXXXXXXX XXXXEquifax XXXXEquifax XXXXEquifax XXXXEquifax XXXX XXXXEquifax

Company response to consumer: Closed with explanation
Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: ALLY FINANCIAL INC.
State: GA

Complaint narrative:
A inquiry was placed in my report without my permission or knowledge Im only XXXX XXXX XXXX right now and I know i dont have any credit so i know not to run it or allow anyone to run it. They ran my credit without my knowledge or permission it needs to get removed immediately.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: SANTANDER HOLDINGS USA, INC.
State: NJ

Complaint narrative:
I am filing a complaint because, my creditor is reporting I owe {$11000.00} on my account beginning in XXXX that are inaccurate and not properly verified. I have disputed this directly with the credit bureaus and the furniture, but the dollar amount remain without proper validation or documentation under 15 USC 1681 S 2. A Furnitures must report accurate information under 15 USC 681 I. The credit bureaus must perform a reasonable investigation within 30 days. Neither of them has provided sufficient evidence to support the negative reporting.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: VA

Complaint narrative:
ALL REPORTED DATA MUST BE COMPLETE, CORRECT, AND PROVEN IF CHALLENGED. I DO NOT GRANT YOUR AUTHORITY TO REPORT VERSUS ME WITHOUT ADEQUATE COMPLIANCE OF STATE AND FEDERAL LAWS BEING APPLICABLE THROUGHOUT. AS SUCH I DEMAND DELETION IMMEDIATELY OF YOUR DECLARED CLAIMS AGAINST ME. PER COMMON LAW, YOU ARE DEMANDED TO DEMONSTRATE THAT YOU CAN AND HAVE WILLINGNESS TO ABSOLUTELY VERIFY AND VALIDATE ( OR JUST SAY " CERTIFICATE '' ) EVERY AND ONE EVEN EACH ANY AND OR ALL ALLEGATIONS YET PHYSICALLY DEFICIENT OR ALL ALLEGATIONS YET PHYSICALLY DEFICIENT OR UNPROVEN MINE, CHALLENGED OR NOT.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA

Complaint narrative:
ALL REPORTED DATA MUST BE COMPLETE, CORRECT, AND PROVEN IF CHALLENGED. I DO NOT GRANT YOUR AUTHORITY TO REPORT VERSUS ME WITHOUT ADEQUATE COMPLIANCE OF STATE AND FEDERAL LAWS BEING APPLICABLE THROUGHOUT. AS SUCH I DEMAND DELETION IMMEDIATELY OF YOUR DECLARED CLAIMS AGAINST ME. PER COMMON LAW, YOU ARE DEMANDED TO DEMONSTRATE THAT YOU CAN AND HAVE WILLINGNESS TO ABSOLUTELY VERIFY AND VALIDATE ( OR JUST SAY " CERTIFICATE '' ) EVERY AND ONE EVEN EACH ANY AND OR ALL ALLEGATIONS YET PHYSICALLY DEFICIENT OR ALL ALLEGATIONS YET PHYSICALLY DEFICIENT OR UNPROVEN MINE, CHALLENGED OR NOT.

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 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Fidelity National Information Services, Inc. (FNIS)
State: LA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX La, XXXX XXXX XX/XX/XXXX Chex Systems , Inc., Attn : XXXX XXXX, XXXX XXXX XXXX, XXXX, MN XXXX Subject : Request to Block Fraudulent Inquiries from Credit Report Pursuant to FCRA 605B / 15 U.S.C. 1681c-2 To Whom It May Concern, As required by the Fair Credit Reporting Act ( FCRA ) Section 605B ( 15 U.S.C. 1681c-2 ), I am requesting that you block these fraudulent or inaccurate entries from my report. Since the information in question does not belong to me and is the result of identity theft, I am entitled to a block within 4 business days of your receipt of this request. 

Fraudulent Inquiries : XXXX XXXX XXXX  Inquiry Date : XX/XX/XXXX XXXX XXXX Inquiry Date : XX/XX/XXXX XXXX XXXXXXXX XXXX XXXX XXXX. 
Inquiry Date : XX/XX/XXXX ( No valid date available ) Inquiry On Behalf of : XXXX XXXX Inquiry Date : XX/XX/XXXX XXXX XXXXXXXX XXXX On Behalf of : XXXX XXXX Inquiry Date : XX/XX/XXXX XXXX  XXXX XXXX On Behalf of : XXXX XXXX Inquiry Date : XX/XX/XXXX XXXX XXXXXXXX XXXX On Behalf of : XXXX XXXX XXXX XXXX XXXX XXXX : XX/XX/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 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute the continued negative commentary associated with my closed and paid account with XXXX XXXX XXXX XXXX XXXX reflected in my Experian credit report. 

The account is currently reported as : Paid in settlement. {$1400.00} written off. 
Comments : Account paid in full for less than full balance. 

This reporting, while factually based on a settlement, is now incomplete and unnecessarily harmful for the following reasons : 1. The account was closed in good faith and resolved through a legally accepted settlement.

2. I have fulfilled my financial obligation as mutually agreed, and there is no active debt.

3. The continued presence of the comment paid less than full balance unfairly penalizes me for resolving the debt and does not accurately reflect my current credit standing.

4. According to the Fair Credit Reporting Act ( FCRA ), information in a credit report must be accurate and not misleading. This comment creates a lasting negative impression that is not relevant to my current creditworthiness.

5. The FCRA also requires that information be complete and up to date ( 15 U.S.C. 1681c ). This note fails to reflect the full resolution of the debt and improvement of my payment behavior.

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 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: EQUIFAX, INC.
State: NY

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute the continued negative commentary associated with my closed and paid account with XXXX XXXX XXXX XXXX XXXX reflected in my Experian credit report. 

The account is currently reported as : Paid in settlement. {$1400.00} written off. 
Comments : Account paid in full for less than full balance. 

This reporting, while factually based on a settlement, is now incomplete and unnecessarily harmful for the following reasons : 1. The account was closed in good faith and resolved through a legally accepted settlement.

2. I have fulfilled my financial obligation as mutually agreed, and there is no active debt.

3. The continued presence of the comment paid less than full balance unfairly penalizes me for resolving the debt and does not accurately reflect my current credit standing.

4. According to the Fair Credit Reporting Act ( FCRA ), information in a credit report must be accurate and not misleading. This comment creates a lasting negative impression that is not relevant to my current creditworthiness.

5. The FCRA also requires that information be complete and up to date ( 15 U.S.C. 1681c ). This note fails to reflect the full resolution of the debt and improvement of my payment behavior.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I HAVE BEEN AFFECTED BY THE XXXX  DATA BREACH. PER 15 USC 1681 C-2 STATES EXCEPT AS OTHERWISE PROVIDED IN THIS SECTION A CONSUMER REPORTING AGENCY SHALL BLOCK THE REPORTING OF ANY INFORMATION IN THE FILE OF A CONSUMER THAT THE CONSUMER IDENTIFIES AS INFORMATION THAT RESULTED FROM AN ALLEGED IDENTITY THEFT. 

Account Name : XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  - Date Opened XX/XX/2020 UNAUTHORIZED INQUIRIES : XXXX XXXXExperian XXXX XXXXExperian XXXX XXXXExperian XXXX XXXXExperian XXXX XXXXExperian XXXX XXXX XXXXExperian XXXXXXXXExperian XXXXXXXX XXXXExperian XXXX XXXX XXXXXXXXExperian

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 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: LA

Complaint narrative:
I am writing to formally dispute a late payment entry being reported on my credit file under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681. The following account is reporting a delinquency that I believe is inaccurate, incomplete, or unverified : Creditor Name : XXXX Account Number : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date Opened : XX/XX/year>2021 Reported Issue : Late Payment Issue : FCRA Violation Late payment is either inaccurate, outdated, or unverifiable Action Requested : Reinvestigate and remove if unverifiable Under FCRA 611, I am requesting that you reinvestigate this account and confirm the accuracy of the reported late payment directly with the original creditor. If the creditor can not provide original documentation validating the accuracy and date of the late payment, the derogatory information must be promptly deleted from my credit report.

FCRA 607 ( b ) : Credit reporting agencies must maintain maximum accuracy.

FCRA 611 ( a ) : Mandates a full reinvestigation within 30 days of dispute receipt.

FCRA 623 ( a ) ( 1 ) ( A ) : Furnishers of information must not report inaccurate or incomplete data.

I take my financial obligations seriously and strive to maintain a good credit standing. Life circumstancessuch as [ you can personalize here if applicable : a temporary hardship, medical issue, job loss, etc. ] may have impacted my finances during a particular time, but Ive since worked hard to stay current. The continued reporting of this negative item is hindering my ability to rebuild and move forward.

I respectfully ask for understanding and fairness as you review this account.

1. Conduct a reinvestigation of the reported late payment with the data furnisher.

2. Provide me with written proof of the late payment or remove it if unverified.

3. Update and send a corrected version of my credit report if changes are made.

4. Complete the reinvestigation within the 30-day window required by law.

Thank you for your attention to this matter. I look forward to your response and a fair resolution.

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 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Experian Information Solutions Inc.
State: LA

Complaint narrative:
I am writing to formally dispute a late payment entry being reported on my credit file under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681. The following account is reporting a delinquency that I believe is inaccurate, incomplete, or unverified : Creditor Name : XXXX Account Number : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date Opened : XX/XX/year>2021 Reported Issue : Late Payment Issue : FCRA Violation Late payment is either inaccurate, outdated, or unverifiable Action Requested : Reinvestigate and remove if unverifiable Under FCRA 611, I am requesting that you reinvestigate this account and confirm the accuracy of the reported late payment directly with the original creditor. If the creditor can not provide original documentation validating the accuracy and date of the late payment, the derogatory information must be promptly deleted from my credit report.

FCRA 607 ( b ) : Credit reporting agencies must maintain maximum accuracy.

FCRA 611 ( a ) : Mandates a full reinvestigation within 30 days of dispute receipt.

FCRA 623 ( a ) ( 1 ) ( A ) : Furnishers of information must not report inaccurate or incomplete data.

I take my financial obligations seriously and strive to maintain a good credit standing. Life circumstancessuch as [ you can personalize here if applicable : a temporary hardship, medical issue, job loss, etc. ] may have impacted my finances during a particular time, but Ive since worked hard to stay current. The continued reporting of this negative item is hindering my ability to rebuild and move forward.

I respectfully ask for understanding and fairness as you review this account.

1. Conduct a reinvestigation of the reported late payment with the data furnisher.

2. Provide me with written proof of the late payment or remove it if unverified.

3. Update and send a corrected version of my credit report if changes are made.

4. Complete the reinvestigation within the 30-day window required by law.

Thank you for your attention to this matter. I look forward to your response and a fair resolution.

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 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL

Complaint narrative:
removal of late remarks from credit attached letter from credit as well acct with XXXX XXXX ending # 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 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
I am a victim of XXXX XXXXhe information listed below, which appears on my credit report, is the result of that XXXX 

UNAUTHORIZED INQUIRIES : XXXX XXXX/2025TransUnion XXXX XXXX2025TransUnion XXXX XXXX/2025TransUnion

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 2025-05-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
Ally refuses to acknowledge that when I requested a payment plan they never let me know it was expired, denied, or rejected. For the 2 months of XXXX and XXXX I thought I was in a payment plan. Every time I logged into the portal to view the status, it always showed approved. Never rejected, expired, or denied. 
The argument is not that the payments where not made since they werent. My issue is that the mistake likes on the lenders side and I can not be penalized for that! I was never told the payment plan was not approved as the system always showed it was!

Company response to consumer: Closed with explanation
Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
FORMAL LEGAL NOTICE OF INTENT TO SUE FOR VIOLATION OF FCRA XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, FL, XXXX, XXXX, XX/XX/XXXX, XXXX ( BEREAU NAME AND ADDRESS ).

INTENT TO SUE FOR NON-COMPLIANCE WITH FCRA 605B ( 15 U.S.C. 1681C-2 ) DEAR ( BEREAU ), I AM WRITING TO FORMALLY NOTIFY YOU OF MY INTENT TO PURSUE LEGAL ACTION FOR YOUR FAILURE TO COMPLY WITH THE FAIR CREDIT REPORTING ACT ( FCRA ) 605B, WHICH MANDATES THAT YOU BLOCK INFORMATION RESULTING FROM IDENTITY THEFT FROM MY CREDIT REPORT WITHIN FOUR BUSINESS DAYS UPON RECEIPT OF THE RELEVANT DOCUMENTATION. FRAUDULENT ACCOUNTS IN QUESTION : XXXX, ACCOUNT NUMBER XXXX, AMOUNT : {$1000.00}, DATE OPENED : XX/XX/XXXXXXXX XXXX ACCOUNT NUMBER XXXX, AMOUNT : {$1000.00}, DATE OPENED : XX/XX/XXXX, INCORRECT ADDRESSES : XXXX XXXX, XXXX, FL XXXX, FRAUDULENT INQUIRES : XXXX XXXXXXXX XXXX DATE : XX/XX/XXXX, XXXXXXXX XXXX XXXX DATE : XX/XX/XXXX, INCORRECT EMPLOYER : XXXX, XXXXXXXX XXXX XXXX THESE ACCOUNTS, ALONG WITH UNAUTHORIZED HARD INQUIRIES, FRADULENT COLLECTIONS, ADDRESSES, AND NAMES, HAVE BEEN FLAGGED AS IDENTITY THEFT. ENCLOSED IS A FEDERAL TRADE COMMISSION IDENTITY THEFT CRIMINAL COMPLAINT, SUBSTANTIATING THE FRAUDULENT NATURE OF THESE ACCOUNTS. YOUR CONTINUED FAILURE TO BLOCK ALL DISPUTED ACCOUNTS, COLLECTIONS, INQUIRIES, ADDRESSES, AND NAMES WITHIN THE NEXT FOUR BUSINESS DAYS, IN STRICT ADHERENCE TO THE FCRA. FURTHERMORE, I SEEK A DETAILED EXPLANATION REGARDING YOUR VERIFICATION PROCESS, PARTICULARLY HOW IT FAILED TO ADDRESS AND CORRECT THESE INACCURACIES IN MY CREDIT REPORT, RESULTING IN HARMFUL RAMIFICATIONS TO MY CREDITWORTHINESS.

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