vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-14 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with your payment plan
Company: Nelnet, Inc.
State: CA

Complaint narrative:
Nelnet - loan servicer company - emailed me in XX/XX/year> to do the annual recertification and I did apply for renewal on FAFSA submitting documents for my IBR plan. The amount of payment for the month was larger than previous years and I called Nelnet in XX/XX/year> for options to lower my monthly payment. The advisor provided the information to change from IBR to PAYE and I asked if changing would affect the principal, if capitalization of unpaid interest would occur. I clearly asked the advisor to make sure of this and clarify this and reassure that unpaid interest would not be added to the principal if I change from IBR to PAYE, he said principal wont change and interest would not be capitalized because I was already under the repayment plan. I continued asking if changing to PAYE lowers my payment plans, what would be downside of this change. He said Nothing. Its just another way of repayment plan if you qualify and I think you do. I submitted another application for PAYE, and then uploaded updated documents of my paystub the following week. I got a letter that I exited IBR and my unpaid interest got capitalized.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CO

Complaint narrative:
XXXX sold my loan to Carrington around before the turn of the year. It wasn't until today, XXXX XX/XX/year>, that I even had acces to my loan information with Carrington. With pennymac my automatic payment should have come out of my XXXX XXXX XXXX XXXX, and it still hasn't. I've been trying to check on this for some time only to be told by their online system that I had to wait. Once I finally was given access today, I find that they have scheduled a payment, without ever getting my approval, from my other bank ( XXXX XXXX  ). XXXX had this account information because I used it to make one time payments to escrow or principle, never an automatic monthly payment. Carrington screwed up the automatic payment by somehow switching banks. I never authorized this, and when I called them, it's like they don't care. After an hour argument the best they could say is to file a complaint in their online system, which then didn't work. Because they set the payment for the XXXX and never gave me access to even see their mistake until the XXXX, they say it's to late to change or stop. This is going to cause my bank to likely overdraft and cause a lot of residual difficulty. If this was my mistake I would be charged fees, why can't I charge them fees or fines?! Their customer service was not helpful at all and its now on me to fix their mistake. They literally wasted an hour on the phone and say they can't do anything. With all the other complaints and class action lawsuits and government fines, how is Carrington even allowed to exist at this point!? They do not care at all about the difficulty this is creating! They should be made to pay fines to customers when they make mistakes, just like customers pay fees if we make mistakes! Please somehow transfer my mortgage back to pennymac or some other better company. I have nothing but fear looking forward with Carrington.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Public record information inaccurate
Company: PNC Bank N.A.
State: PA

Complaint narrative:
PNC Bank is reporting one or more of my credit card accounts as charged off and written off on my consumer credit report, while simultaneously failing to provide required clarification regarding IRS Form 1099-C reporting. 

According to my XXXX  credit report dated XX/XX/XXXX, the PNC Bank credit card accounts ending in [ last four digits list both accounts ] are designated as charged off and written off, indicating that the creditor has treated the debt as uncollectible. 

Under 26 U.S.C. 6050P and Treasury Regulation 1.6050P-1, creditors are required to file IRS Form 1099-C when an identifiable event occurs evidencing the cancellation or discharge of indebtedness, including charge-off or cessation of collection activity. 

Despite this reporting, PNC Bank has failed to : Provide a copy of any IRS Form 1099-C issued for these accounts ; or Provide written confirmation that no 1099-C was filed, along with the legal basis for continuing to report a charged-off balance. 

On XX/XX/XXXX, I submitted a formal written request to PNC Bank via certified mail and electronic correspondence seeking clarification and compliance. PNC Bank has failed to provide a substantive response. 

PNC Banks continued reporting of charged-off accounts without transparency regarding cancellation-of-debt reporting raises serious concerns regarding : Accuracy and completeness under the Fair Credit Reporting Act ( 15 U.S.C. 1681 ) Potential misleading or inconsistent reporting Consumer harm due to unresolved and conflicting credit and tax treatment This complaint is submitted to compel PNC Bank to comply with its obligations and to correct or clarify the reporting.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: NJ

Complaint narrative:
Category : Problem with a purchase or statement -> Billing problem Subject : NEW EVIDENCE : Bank Finalized Dispute in Consumer 's Favor ( Comenity Ref : XXXX ) Re : New Material Evidence regarding previous dispute ( Ref : XXXX ) I am filing this new complaint to present critical new evidence that invalidates Comenity Capital Bank 's previous XXXX XXXX XXXX this billing error. 

1. The New Development On XX/XX/year>, my financial institution ( XXXX XXXX XXXX completed its formal investigation into the transaction that Comenity attempted to post. XXXX has ruled in my favor and made the temporary credit permanent ( see attached : XXXX Claim Update - XX/XX/year> ). 

2. Why This Matters Comenity previously argued that the Returned Payment Fee was " valid '' simply because the payment was returned. However, the remitting bank has now legally determined that the transaction, which used the deceptive descriptor " COMN CAP APY XXXX AUTO PAY, '' was rightfully disputed. 

XXXX. Comenity 's Continued Failure Despite this ruling, Comenity continues to : Maintain a " Returned Payment Fee '' and " Late Fees '' for transactions that the banking network has validated as legitimate disputes. 

Block my ability to pay : I acknowledge that I owe the principal amount of {$34.00} for the goods purchased. I am ready and willing to pay this immediately. However, Comenity has locked my online account and refuses to unlock it without " an official letter from the bank '' ( see attached : Final Response ).

4. Resolution Demanded Since the dispute has been resolved in my favor by the bank, Comenity must : Waive all fees : You can not penalize a consumer for a dispute that their bank has upheld. 

Accept Payment : Immediately unlock my account so I can pay the {$34.00} principal balance. 

Cease Obstruction : Stop demanding physical " bank letters '' for an account that is clearly active and validated by the attached XXXX documentation.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-01-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Confusing or misleading advertising or marketing
Company: Westlake Services, LLC
State: GA

Complaint narrative:
I purchased a vehicle from XXXX XXXX XXXX XXXX on XX/XX/XXXX. The dealer misrepresented the condition of the car and engaged in multiple fraudulent practices. 
The dealer promised to run an XXXX XXXX  scan before purchase, but never did, deliberately avoiding detection of pre-existing engine problems. 
On XX/XX/XXXX, I requested to return the car because issues appeared immediately. 
The next day, after taking the car to XXXX, multiple serious engine codes appeared : XXXX Cylinder Head Over-Temperature XXXX Random Misfire XXXX Misfire Cylinder XXXX XXXX Misfire Cylinder XXXX XXXX Misfire Cylinder XXXX XXXX Misfire Cylinder XXXX The dealer falsely minimized the severity of the issues, claiming it was just spark plugs, and pressured me to purchase a warranty after the car failed, which did not cover the actual engine damage. 
The dealer went out of town for XXXX weeks immediately after the sale, leaving me without support, and later called the police and banned me from his property when I tried to resolve the issues.

Westlake Financial pressured me to make the first loan payment immediately, locking me into the loan. The dealer falsely claimed that Westlake was on his side and would not assist me. 
As of today ( XX/XX/XXXX ), the vehicle remains in the shop, and Westlake has been running an investigation for over a XXXX  with no resolution.

These actions caused financial hardship, stress, and loss of trust, and constitute fraud, misrepresentation, and abusive business practices.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Coinbase, Inc.
State: NC

Complaint narrative:
On XX/XX/year>, I lost XXXX XXXX due to a sophisticated scam involving a fake token contract address on the XXXX XXXX. I immediately contacted Coinbase support for assistance. The core of my complaint is not just the initial loss, but Coinbase 's subsequent gross negligence, multi-year failure to investigate the correct transaction, and their misrepresentation to the CFPB in a previous complaint. 

Here is a timeline of events : Following the loss of XXXX XXXX, I opened a support case with Coinbase. Despite providing the correct transaction hash ID for the fraudulent transaction, Coinbase support repeatedly investigated a completely unrelated, successful transaction of a negligible amount ( XXXXXXXX XXXX ). They used this incorrect analysis to dismiss my case, claiming the funds were sent successfully. 

Over the following months and years, I contacted Coinbase support numerous times via email and support tickets. In every communication, I explicitly pointed out their error, providing the correct transaction hash and a clear explanation. I repeatedly asked them to look at the correct, fraudulent transaction involving the XXXX XXXX. Every single time, my requests were ignored or met with automated responses referencing the same, incorrect transaction. 

I filed a complaint with the CFPB ( XXXX XXXX XXXXXXXX ). In their response to the CFPB, Coinbase once again referenced the wrong transaction and stated that the issue had been explained and resolved. I immediately followed up with Coinbase to correct this egregious error, informing them that they had provided false information to a government agency by claiming resolution while having investigated the wrong issue entirely. Coinbase ignored my correction and took no action. 

This was not an isolated incident. A full review of my support history, which has been provided, shows that on at least XXXX separate occasions over several years, Coinbase support made the exact same mistake of analyzing the wrong transaction, demonstrating a systemic failure in their support and investigation process. 

Coinbase failed in its basic duty to conduct a competent investigation. They repeatedly analyzed the wrong evidence despite being corrected multiple times. 
Coinbase knowingly or through gross negligence provided misleading information to the CFPB, claiming a resolution to my case based on a flawed and irrelevant investigation, and then failed to correct the record when notified of their error. 
Their failure to properly investigate at the time prevented any possibility of recourse and has resulted in a significant, unresolved financial loss. 
Emotional Distress : The past several years of dealing with dismissive, incompetent, and circular responses from Coinbase has caused immense frustration and emotional distress.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Deposits or withdrawals
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
My Certificate of Deposit matured on XX/XX/year> in Citi Bank. They are holding my funds since last XXXX  months. Citi never returned my check. I am waiting for my funds since last XXXX  months. It is financial fraud committed by Citi Bank holding or blocking customers funds unlawfully.please take action against this fraud.I lost my intrest on my deposit and mental health stress due to financial crisis.

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 2026-01-14 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Charged fees or interest you didn't expect — 
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
I contacted CareCredit regarding my promotional balance and a refund on my account. During that call, a CareCredit representative processed a refund but did not disclose that an additional promotional balance remained on my account. Based on that conversation and the refund being issued, I reasonably believed my account balance was paid in full. 

I was not informed that there were XXXX balances associated with the promotion, nor was I advised that any balance remained that required payment to avoid expiration. Because I believed the account was resolved, no further payment was made. 

As a result of this lack of disclosure during the refund call, the remaining promotional balance later expired and retroactive interest was added. I dispute these interest charges because they were caused by misleading or incomplete information provided by CareCredit, not by failure or refusal to pay on my part. 

I contacted CareCredit to request reversal of the interest, but the issue was not resolved.

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 2026-01-14 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Fees charged
Company: ZIONS BANCORPORATION
State: UT

Complaint narrative:
We requested copies of the appraisals we have been charged for over the course of the past XXXX  years. Withholding these appraisals that we are being charged for violates ECOA Regulation B ( 12 CFR 1002.14 ) No copies of any appraisals have ever been received by us, despite numerous requests for them and the law requiring Zions Bank provide them in a timely manner. I believe these fees were assessed but NO appraisal was ever completed, because the company can not provide any evidence of any appraisals, they only provide evidence of the fees they have charged us. See attached response from Zions Bank on XX/XX/year> admitting they are charging us these fees and not providing any copies of the appraisals or valuation reports, just providing evidence that the fees were charged.

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 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Bank of America suddenly closed all of my accounts without any prior notice or clear explanation. As a result, I completely lost access to all of my money, including funds that were scheduled to be deposited. 

The bank informed me that the remaining balances would be mailed to me by check, but as of today, no check has been issued and no estimated timeline has been provided. I contacted customer service multiple times, but they were unable to explain why all of my accounts were closed or when I will receive my money. 

This action left me without any access to funds for basic living necessities, including food, transportation, and essential expenses. This has caused serious financial hardship and disruption to my daily life and business operations. 

I am requesting that the bank immediately release all remaining funds and provide a written explanation for the closure of all accounts, as well as confirmation of when and how the funds will be returned to me.

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 2026-01-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: AMERICAN EXPRESS COMPANY
State: UT

Complaint narrative:
I am submitting this complaint regarding a misleading omission related to advertised American Express Travel benefits. 

On XX/XX/XXXX, I incurred a hotel charge of approximately {$550.00} at the XXXX XXXX, which was booked through the American Express Travel portal and is presented as an Amex Travel partner. I chose to book this hotel specifically because of the advertised incentives associated with booking through Amex Travel, including a statement credit and XXXX Membership Rewards points. I would not have booked this hotel otherwise. 

At no point during the booking or checkout process did I see a clear, unavoidable disclosure that selecting pay at hotel instead of prepaying would void all advertised benefits. I did not see any explicit language stating that prepayment was required in order to receive the statement credit or bonus points. Had this condition been clearly disclosed at the time of booking, I would have prepaid or chosen a different lodging option. 

After the charge posted, I contacted American Express to ask when the statement credit would be applied. I was then informed that because I paid at the hotel rather than prepaying, the transaction was ineligible for both the statement credit and the bonus points, despite being booked through the Amex Travel portal. As a result, I received none of the incentives that directly motivated the purchase. 

I requested a review and a courtesy adjustment, but was advised that an investigation could take an extended period and that eligibility under the terms may prevent any resolution. This places the full financial burden on the consumer despite the lack of clear disclosure at the moment of decision. 

This complaint is not about whether terms exist somewhere on the website. It is about a material condition that was not clearly communicated during checkout, leading to reliance-based financial harm. I incurred a higher expense than I otherwise would have due to reasonable reliance on the advertised incentives. 

I am requesting remediation in the form of the originally advertised statement credit or an equivalent goodwill adjustment, as well as a review of disclosure practices for American Express Travel bookings so that consumers are not penalized for conditions that are not clearly communicated.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Chime Financial Inc
State: TX

Complaint narrative:
Chime closed my account without my consent on XXXX XXXXI am still receiving account alerts, but Chime has refused to release my remaining balance or provide my transaction history.WhenI contacted Chime, a representative refused to give me my account information and disconnected the call.I also sent a written request to XXXX requesting my balance, transaction records, and the reason for the account closure, but Chime has not provided this information or released my funds.My money is being wrongfully withheld.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: MI

Complaint narrative:
From approximately XXXX through XXXX, I was unable to access my MOHELA account due to unresolved authentication issues. I could not retrieve my username, password reset attempts repeatedly failed, and I was unable to regain online access until XXXX. 

During this period, attempts to obtain account information or resolve the access issue through MOHELAs customer service system were routed through an automated assistant that could not verify my identity or provide effective access to billing information, payment status, or a live representative who could resolve the issue. 

Because I was unable to reliably access my account or obtain billing information during this time, I could not meaningfully manage the account. A delinquency was later reported to the credit bureaus. 

I am not disputing that a late payment was reported. I am disputing the servicing failure that prevented account access and resolution and led to the negative credit reporting. I am requesting that MOHELA review its servicing and authentication records for this period and address whether reasonable access to account information and assistance was provided.

Company response to consumer: Closed with explanation