vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: PENNYMAC LOAN SERVICES, LLC.
State: AL

Complaint narrative:
I was a XX/XX/XXXX federal employee XXXX and XX/XX/year> during the shutdown. 
on XXXX XXXX I requested assistance from Pennymac as I was not able to make the XXXX payment. I was given a forbearance, and told upon my asking that the XXXX payment would be added to the end of the mortgage. 
on XXXX XXXX I made the XXXX payment for my mortgage. The computer applied it to the XXXX payment without alerting me. I was then charged XXXX late fees during XXXX and reported to the credit bureau. On XXXX XXXX I made my XXXX payment, Pennymac applied it to the XXXX payment, and still tells me I owe a payment for XXXX. 
Contacting Pennymac received the following summarized response : the computer made a mistake. we can not change what the computer did. Our employee made a mistake when they told you you had a forebearance, the VA does not allow forebearances ( false ). They refused to offer any asistance other than to ask if I wanted to make another payment. This was the second issue in the lastXX/XX/XXXX months. 
At the end of XXXX, I had XXXX fraudulent charges on my checking account days before my XXXX payment was due. The Pennymac agent offered to split the missed payment over XXXX months added to the XXXX, XXXX and XXXX payments. I asked and was told that would avoid any fees and credit reports. I agreed. The agent set up the drafts. I was fined late fees every month, and reported every month. When I called to get it fixed, Pennymac agents and supervisors told me, in summary : the agent you spoke to was wrong, we won't honor what they told you, and we can't change what the computer does.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
I am submitting this complaint regarding excessive finance charges assessed on my American Express account following a XX/XX/XXXXday late payment. 

I have been an American Express customer for over XX/XX/XXXX years, maintain excellent credit, and regularly charge and pay around {$20000.00} or more per month, always paying my statement balance in full. 

In this instance, my XXXX payment posted XXXX day late, which resulted in : A {$29.00} late fee on XX/XX/XXXX A {$700.00} finance charge posted on XX/XX/XXXX I immediately paid the full balance upon realizing the issue. Despite this, I was later assessed an additional trailing finance charge of {$460.00} on XX/XX/XXXX, bringing the total cost of a XX/XX/XXXXday delay to over {$1200.00} across XXXX billing cycles. 

I contacted American Express multiple times seeking a goodwill or courtesy adjustment, given my long relationship, high spend, and consistent pay-in-full history. During these contacts, I was repeatedly told variations of dont worry, we value you, this will be handled. However, I later learned that either no formal review was submitted or the request was denied without escalation. I was ultimately informed that no discretionary or higher-level review was available. 

I understand that finance charges and trailing interest may be permitted under the card agreement. However, the cumulative impact here is disproportionate to the brief delay and does not feel consistent with fair or customer-friendly treatment, particularly given my long history and account usage. The lack of transparency around whether any actual review occurred added to my concern. 

I am requesting that American Express conduct a formal higher-level review of this matter and consider issuing a partial or full goodwill credit of the finance charges and late fee assessed as a result of this XX/XX/XXXX-day late payment.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 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: Paypal Holdings, Inc
State: AZ

Complaint narrative:
I recieved an email saying my accounta where permenantly deactivated at XXXX XXXX today XX/XX/year> and when i sent an email asking for explanation they are closed so how can someone be working at that time but be closed to responed also I had a debit card and I had resolved this issue with them before i have XXXX available balance

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: I.C. System, Inc.
State: NC

Complaint narrative:
This is not my debt, its ia a relative that is a senior I just assisted with being a another person to contact if she doest answer and now its on my credit report Amount {$580.00}

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 explanation
Consumer complaint received 2026-01-06 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: NC

Complaint narrative:
Upon reviewing my credit report, I found multiple accounts, inquiries and incorrect information that I am not aware of. Per FCRA XXXX ( 15 U.S.C. XXXX ) I demand immediate blocking and removal of accounts, inquiries, and personal information resulting from identity theft. I have provided government ID, proof of address, and an identity theft affidavit so, there shouldnt be any confusion or stall tactics on your end. Continued reporting of these fraudulent accounts violates FCRA XXXX ( b ) ( accuracy requirement ), XXXX ( dispute process ), and XXXX ( furnisher responsibilities ). Failure to comply constitutes willful noncompliance under XXXX, exposing the bureaus and furnishers to statutory damages, punitive damages, and enforcement action

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 2026-01-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Rocket Mortgage, LLC
State: AL

Complaint narrative:
My mortgage loan was being serviced by XXXX XXXX. Recently, Rocket Mortgage acquired XXXX XXXX. When trying to log in to access my online account, a notification prompts me to now use my email address as my log in username. When I use my email, another notification states that my email can not be used because it is already associated with another account. I've only ever had the XXXX account with XXXX XXXX. If a duplicate now exists, it was created by Rocket Mortgage. 

I am still able to receive account notifications to my current email regarding statement availability, payment confirmations and password updates, but can not log in. I have attempted contacting Rocket Mortgage to resolve the matter XXXX times, and the answer is different every time. The most recent solution given by Rocket Mortgage is that I must now create a new email address in order to access my account information online. This seems unreasonable to me as any loan transfers and/or account acquisitions should be seamless to the account holder.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL

Complaint narrative:
I mobile deposited a payroll check for {$2500.00} on XX/XX/scrub> 2026 into my Fifth Third checking account. This is a regular payroll check from my established employer, and I have successfully mobile deposited the same payroll check monthly for the last several months without issue. The amount is consistent and not unusual. 
Fifth Third placed an extended hold until XX/XX/year>2026. The deposit status has moved from pending to processed, indicating it cleared review, yet the funds remain unavailable. 
I contacted Fifth Third multiple times by phone and in-app chat requesting a manual review, hardship exception, or partial release, as my rent and utilities are due and I can not wait until XX/XX/XXXX. I was told repeatedly that no exception or escalation was available, that there is no deposit operations department, and that I should mail a complaint to Ohio. 
Fifth Third has not provided a clear explanation of whether this is a Regulation XX/XX/XXXX exception hold or a risk-based internal hold, nor identified the specific XXXX XXXX exception if applicable. No hardship review or fee protection was offered. 
This hold is causing immediate financial harm despite my established deposit history with this employer. 
I am requesting : Immediate release of the funds or a reasonable partial release Written explanation of the hold and applicable regulation Waiver of any overdraft or late fees resulting from this hold

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 00:00:00
Product: Debt collection — Medical debt
Issue: Threatened to contact someone or share information improperly — Contacted your employer
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
Company called my place of business harassing me and I asked them not to contact my work.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Account opened without my consent or knowledge
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
1. Contact Information Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, XXXX, NC XXXX Email : XXXX Phone : XXXX XXXX. Company Details : Wells Fargo Individuals XXXX : XXXX XXXX, XXXX XXXX, XXXX XXXX ( and possibly others ) Type of Product/Service : Trust Fund Transfer 3. Description of What Happened Key Dates : XX/XX/year> : Opened checking and savings accounts at Wells Fargo ( XXXX XXXX branch ). 
XX/XX/year> : After receiving multiple emails enticing me to return for a safe deposit box ( which I never retrieved ), I later discovered that my trust had been transferred to Wells Fargo without my knowledge or consent. 

Amount : Over {$150000.00} Narrative : I was approached by Wells Fargo representatives XXXX XXXX and XXXX XXXX on multiple occasions. They presented themselves as legitimate fiduciary/legal agents and led me to believe I was simply obtaining a safe deposit box. In reality, they used my personal information to create misleading documents and provided verbal assurances that concealed the true nature of the transaction. 

Deceptive Tactics Used : Provided vague, confusing, or false documentation Asserted that actions were mandatory or required by law to create urgency Repeated assurances that nothing was amiss and my legal rights remained intact 4. Previous Steps Taken Contacted Wells Fargo regarding identity theft concerns; received little to no response and suspect attempts to cover up the issue. 
Consulted attorney XXXX XXXX, who confirmed elements of deception and indicated the transfer may be illegal/unlawful.

5. Outcome Sought Reversal or restitution of the transferred trust assets An official investigation into Wells Fargo and the individuals involved for deceptive practices and potential criminal behavior Accountability and disciplinary action where appropriate Assurance of consumer protection against similar tactics in the future 6. Attachments I will keep my investigation internal at this point but can provide supporting documentation upon request.

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 2026-01-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Chime Financial Inc
State: NE

Complaint narrative:
My card has multiple charges to what I think are coin purchases. It started back in XXXX. I reported it in XXXX after I attempted a transaction and had a decline. Police report was filed, identity theft was filed and sent to chime but my claim was denied.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.

Complaint narrative:
Subject : Unauthorized wire transfer, blocked funds, restricted account access, and unauthorized removal from XXXX Pay Complaint description : I am filing this complaint regarding an unauthorized wire transfer, the restriction of access to my bank account, the blocking of my funds, and the unauthorized removal of my debit card from XXXX XXXX. 

On XX/XX/year>, an unauthorized outgoing wire transfer in the amount of USD XXXX was made from my Citibank checking account No. XXXX, in favor of XXXX XXXX XXXX, without my authorization. The wire reference number is XXXX. 

I contacted Citibank immediately, within the first hour. I was initially told the transfer could not be stopped. However, later that same day I received an official email from Citi stating that the transfer was still pending, which is contradictory. 

Since that date : My account has remained restricted and effectively inoperable I have been unable to freely access or withdraw my funds My funds have been blocked for more than six months I have received no formal resolution or written explanation Additionally, on XX/XX/year>, my Citibank debit card was removed from Apple Pay without my request or authorization, which further limited my access to my own funds and raises serious security concerns. 

Citibank assigned case number XXXX and stated the investigation would be completed within 90 days. More than six months have passed, with no final response, no reimbursement, and no restoration of normal account access.

I did not authorize the transfer, I did not request the restriction of my account, and I did not request the removal of my debit card from XXXX XXXX. 

I am requesting : A formal written response from Citibank A clear explanation of the fraudulent transfer Immediate reimbursement of the fraudulently transferred funds Immediate release and full availability of my blocked funds Restoration of normal access to my account and debit card services I respectfully request the CFPBs assistance in resolving this matter without further delay. 

Sincerely, XXXX XXXX XXXX Checking Account No. XXXX Country of residence : 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 2026-01-06 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Spring Oaks Capital, LLC
State: GA

Complaint narrative:
SPRINGOAKCAP is falsely reporting on my credit. I have never had any accounts with them. Per my research SPRINGOAKCAP is a debt collector. They are falsely reporting on my credit!! Account number is XXXX is falsely reporting to my credit file and is against my rights and fair credit act. Under U.S Code 1618d - Disclosure of investigation consumer report ; you are in violation.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: SANTANDER HOLDINGS USA, INC.
State: MO

Complaint narrative:
On XX/XX/XXXX of XXXX  I received a call from Santander stating that they paid off our auto loan by mistake, they stated that we needed to sign a new POA and loan documents to take care of this they XXXX  the forms we signed them and sent them back they then have lost the forms and have now had a lawyer on XX/XX/XXXX send me an email harassing us because of their mistake. We did not cause this issue they did. We have been making the payments on time never late. We have continued to make the payments but we don't feel we should be harassed for their mistakes.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I have tried to make multiple complaints regarding Wells Fargos ATM. It is the only ATM in XXXX, Texas because Wells Fargo chose to close the actual branch here down. So, the only way for anyone to access their money is through this ONE ATM for Wells Fargo in town. 
However, there are multiple pot holes, one in which is starting to take over the majority of the drive-thru, making it difficult to access the ATM. I believe this is becoming an XXXX compliance issue as eventually it will be hard for any vehicle to access the ATM. Meaning if theres a handicap driver/passenger, that already cant wheel up to the ATM in a wheelchair ( due to its physical location and the agricultural structure around it ) but now soon they also wont be able to drive up to it in a vehicle because the potholes will make it hard to access. 
Not to mention these potholes are dangerous for peoples vehicles and can cause damage. 
Ive contacted Wells Fargo and have once been told theyd put in a help request, but the other times I got no help & the pot holes just keep worsening. Ive also contacted my citys public works director & street maintenance supervisor but they were unable to help as the ATM is on private property. They were supposed to send Wells Fargo a letter, but I am unsure if that happened or not. 
This ATMs drive-thru needs to be fixed asap.

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 2026-01-06 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Confusing or missing disclosures — 
Company: Coinbase, Inc.
State: CA

Complaint narrative:
DFPI Complaint Custodial XXXX Funds Withheld Coinbase , Inc. is refusing to release approximately {$700.00} worth of custodial XXXX  belonging to me. 

The XXXX was sent with an incorrect destination tag. Coinbase has acknowledged receipt and custody of the funds and that they are identifiable on the blockchain. 

Coinbase has corrected identical destination-tag errors for me multiple times in the past. Coinbase is now claiming this assistance was limited to a one-time courtesy, yet has failed to provide any written policy, citation to the User Agreement, or escalation to supervisory or compliance personnel. 

Withholding identifiable custodial assets based on an unwritten and inconsistently enforced internal rule constitutes an unfair business practice. 

I am requesting DFPI review and assistance in obtaining release or credit of my XXXX  funds and written disclosure of the policy Coinbase claims to rely upon.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 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: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
I am filing a formal complaint regarding Chase Banks mishandling of a credit card dispute and material misrepresentations made by its customer service representatives, which caused me financial harm. 

The dispute concerns a charge of {$360.00} related to a Tripster booking ( XXXX XXXX. XXXX ). Approximately one week before the scheduled travel date, I attempted to change the reservation ( not cancellation ). XXXX XXXX 's official customer service informed me that changes should also be possible through the third-party booking platform. However, XXXX ultimately refused to allow any change or adjustment. 

Before filing a dispute, I contacted Chase customer service to confirm whether this transaction was eligible for a dispute. On XX/XX/XXXX at XXXXXXXX XXXX  and again on XX/XX/XXXX at XXXXXXXX XXXX, I spoke with Chase representatives by phone. During both calls, I was explicitly and repeatedly assured that : I could proceed with the dispute ; and Even if the merchant declined or rejected the dispute, Chase would permanently credit the disputed amount back to my account and I would not be responsible for the charge. 

I relied on these assurances in good faith. During both calls, I reconfirmed this point multiple times and recorded the conversation for the second time. Chase should also be able to retrieve recordings and logs of both calls. 

On XX/XX/XXXX, after further communication with Chase, the disputed credit was indeed posted to my account, reinforcing my reliance on Chases representations. However, on XX/XX/XXXX at XXXXXXXX XXXX, I unexpectedly received a call from Chase informing me that the provisional credit would be reversed and that I would still be required to pay the charge. This reversal directly contradicted the clear and repeated assurances previously provided by Chase representatives. 

Chase never acknowledged or explained why its representatives assured metwicethat the credit would be put back into my account, and this failure to take responsibility for misleading information caused me direct financial harm. 

For additional context, I have been a Chase credit card customer for approximately eight months, with roughly {$20000.00} in total spending, and this is the only dispute I have ever filed.

I respectfully request that Chase : Honor the representations made by its customer service representatives and permanently credit the disputed {$360.00} to my account.

I respectfully request the CFPBs assistance in ensuring that Chase resolves this matter fairly and in accordance with consumer protection standards, particularly regarding accurate disclosures and accountability for employee misrepresentations. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-06 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Central Portfolio Control Inc.
State: TX

Complaint narrative:
I am writing to formally request validation of a collection account referenced in a recent letter I received. Under my rights granted by the Fair Debt Collection Practices Act ( FDCPA ), I am asking your office to provide proper documentation verifying that this debt is valid. 

This includes the name of the original creditor, the total amount owed, a complete payment history, and proof that I am legally responsible for the account. I am making this request to confirm that the information being reported is accurate and not the result of an error, misunderstanding, or fraudulent activity. Until full validation is provided, I request that all collection efforts and credit reporting related to this account be suspended, as permitted by law.

Company response to consumer: Closed with explanation