vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-09 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
In early XX/XX/year>, a scheduled automatic payment on my retail credit card was returned due to insufficient funds. Shortly after, I received a phone call from a representative advising that the payment was past due. I immediately worked with the representative and scheduled a replacement payment for the following Tuesday. I was told this would be noted on the account and that everything would be fine. 

On the same day the replacement payment was scheduled to process, I received an electronic notification stating that my account had been closed due to delinquency. I was never informed that my account was at risk of closure, and I relied on the representatives confirmation when scheduling the payment. Had I been told that closure was possible or imminent, I would have taken immediate action to prevent this outcome. 

Since receiving the closure notice, I have attempted multiple times to contact the company using the phone number provided in the closure letter. The automated system repeatedly instructs me to refer back to the letter and does not allow access to a live representative or escalation department. 

I believe the account closure was unfair given my proactive efforts to resolve the payment and the lack of proper disclosure or warning. I am requesting a formal review of the closure decision, appropriate correction if warranted, and clear written communication regarding my account status and any available remedies.

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 2026-01-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.

15 U.S.C 1681 section 602 A. States I have the right to privacy.

15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.

15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.

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 2026-01-09 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Fees charged
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I am submitting this complaint regarding serious servicing errors by my mortgage servicer related to a loan that was paid in full on XX/XX/XXXX in the amount of {$150000.00}. 

Despite a full and verified payoff, the servicer failed to properly process and close my account, and instead added improper fees months after the payoff, creating a false balance on an account that should have reflected a XXXX balance and been closed. 

Timeline & Issues XX/XX/XXXX : Loan paid in full. Account reflected a {$0.00} balance after payoff. 
For several months following payoff, statements continued to reflect no balance due. 
I made multiple written attempts over the past six months to confirm the account was closed and to resolve discrepancies, providing documentation of the payoff. 

When I again requested the account be closed, the servicer then improperly added fees after the payoff date, including fees dated XX/XX/XXXX Title Fee : {$230.00} Foreclosure Fees ( XXXX ) : {$500.00} Release Fee : {$10.00} Total Improper Charges : {$740.00} There has never been a foreclosure sale, and these foreclosure-related fees appear to be erroneously applied and/or applied to the wrong account. 
These charges were added after the loan was fully satisfied, and I dispute their validity in full. 

Notice of Error sent XX/XX/XXXX and Shellpoint response XX/XX/XXXX was automated to " validate debt '' Showed XXXX " Principal balance '' yet did not mention the additional fees title and legal fees they added after my payoff and still reflect on my account or their failure to release lien after payoff Servicing Failures -Failure to properly apply and finalize the payoff -Failure to release lien after payoff -Failure to close the account after written requests -Improper assessment of post-payoff fees only after I requested the account to be closed -Failure to adequately respond to a Qualified Written Request / Notice of Error and did not address the erroneous fees or validate how they can occur after payoff -Creation of an inaccurate account balance on a paid-off loan Harm Caused -Ongoing stress and time spent attempting to correct errors -Risk of inaccurate credit reporting on a loan that should be closed -Improper demand for payment on invalid charges

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 2026-01-09 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — Frequent or repeated calls
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I am submitting this formal complaint to report Navy Federal Credit Union for non-compliance with federal and Florida debt collection laws due to repeated and excessive telephone calls. 

Over a seven-day period, Navy Federal Credit Union contacted me every day regarding the same alleged debt, exceeding the call frequency limits established under Regulation F of the Fair Debt Collection Practices Act ( FDCPA ), 12 CFR 1006.14 ( b ) ( 2 ), commonly known as the 7-in-7 rule, which prohibits a debt collector from placing more than seven telephone calls within seven consecutive days to a consumer about a specific debt. 

This conduct also constitutes harassment under the Florida Consumer Collection Practices Act ( FCCPA ), Florida Statutes 559.72, which prohibits creditors from engaging in conduct that harasses, abuses, or oppresses a consumer, including excessive or repeated communications.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
I transferred money from my XXXX XXXX to the bank account of {$9.00} and made XXXX purchases of {$2.00} ( {$4.00} ) and that would have left me with {$5.00} in my bank account. Upon checking the account I only have {$0.00} so wheres is the {$5.00}? Plus there were transactions that I wanted to dispute because they were not authorized. Now they give me 60 days from the day I filed the complaint and they tell me that they have to investigate and send me a new card. They also told me it would be expedited for 1say delivery by fed ex now I have to wait over 1 week. They said that I didnt have enough funds in my account which I personally put the funds in my account to make the purchases to begin with. So they cant explain to me where my funds were going and who was taking them. It has went from a 60day investigation to a 90 day investigation and I still dont have any money.

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 2026-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
Ive been a Capital One customer for over 10 years with an XXXX credit score. My Platinum card is a legacy product still charging a {$35.00} annual fee, even though Capital One offers no-annual-fee Platinum and Quicksilver cards. My security deposit was returned years ago. I requested a product change to a no-annual-fee card or a refund of the recently posted annual fee, but customer service stated they could not assist and did not escalate. I am requesting a review for a no-annual-fee product change and/or a refund of the annual fee.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: U.S. BANCORP
State: IA

Complaint narrative:
Approximately 2 years I was behind on my mortgage payment. I applied for mortgage assistance. During that time I stopped into multiple us bank locations and was directed each time to their online service as they couldnt help me in the branch. I went through 2 years of trying to get a loan modification to put the missed payments on the back of the loan. Each time something was incorrect on the form. I was not explained to how this would increase the loan in the long run. I was not explained any differences as I am not the original borrower. I have never taken out a mortgage and I have no idea what this process is. I have taken assumption of the loan. Now us bank has increased my payment saying I do not have homeowners insurance and no communication was given about losing insurance in this process. Now they have increased my payment without proper notice.

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 2026-01-09 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: M&T BANK CORPORATION
State: NY

Complaint narrative:
My situationis with M & T. My card was charged {$220.00}. As soon as I noticed it, I contacted the bank. They made a claim, they gave me the {$220.00} back as a provisional credit. I received a letter in the mail claiming that it was denied. When I later called for the reason they told me they didnt know a reason. They are taking the money out of my account in the next couple days. They told me that I couldnt even appeal that decision.

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 2026-01-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: U.S. BANCORP
State: MN

Complaint narrative:
Auto loan / Equipment financing Issue Incorrect information about payoff terms/ Misrepresentation of interest charges What happened In XXXX and XXXX, I entered into three equipment financing agreements with U.S. Bank. At the time of signing, I was told that after 12 months I could pay off the agreements without incurring additional interest charges. 

However, I later learned that U.S. Bank charged all the interest upfront. After many months of payments, I am only beginning to pay down the principal balance, while the full interest ( at rates up to 10 % ) has already been collected. 

This has caused significant financial harm My financed vehicles have depreciated, leaving me underwater. 
Because the interest was charged upfront, I can not refinance without a substantial cash outflow. 
I have already paid interest that the bank has not earned, since the loans were not carried to full term. 
The rates charged were well above prevailing market rates for auto loans at the time, despite my imperfect credit. 


I feel misled and financially disadvantaged due to improper disclosure and misrepresentation by U.S. Bank. 

Desired resolution I request that the CFPB investigate U.S. Banks practices regarding upfront interest charges and payoff disclosures, determine whether these practices violate consumer protection laws, and provide guidance on potential remedies including whether I may recover improperly charged interest or restructure these agreements fairly.

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 2026-01-09 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: CA

Complaint narrative:
XX/XX/year> midland credit management inc {$630.00} balance. I did not open the card or use the card. This is fraud on my account

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-09 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: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I submitted a formal billing error dispute to Navy Federal Credit Union regarding a general-purpose credit card account after identifying inaccuracies in the balance, payment status, and reported delinquency. My dispute was made in writing and cited the Truth in Lending Act ( 15 U.S.C. 1666 ) and Regulation Z ( 12 C.F.R. 1026.13 ). 

In my dispute, I requested : A full explanation of how the balance was calculated Proper crediting of all payments, credits, and value applied or required to be applied A lawful investigation of the billing error Cessation of collection activity and adverse credit reporting during the dispute period, as required by federal law Despite receiving my billing error notice, Navy Federal failed to properly resolve the dispute. Instead : The company did not provide a complete or substantive written explanation resolving the billing error. 

The company continued to bill, assess interest and fees, and treat the account as delinquent while the dispute was active. 

The company continued furnishing adverse credit information to consumer reporting agencies during the billing error dispute, which is prohibited under Regulation Z. 

The balance and payment status remained inaccurate and unresolved. 

Under federal law, once a billing error notice is received, the creditor must : Conduct a reasonable investigation Correct the error or explain why the billing is correct Cease collection activity and adverse credit reporting during the investigation Navy Federal did not comply with these requirements. The companys actions caused ongoing harm through inaccurate balances, improper delinquency reporting, and continued enforcement activity while the dispute was unresolved. 

This complaint is submitted because Navy Federal failed to follow mandatory billing error dispute procedures, failed to correct inaccurate information, and continued collection and reporting activity in violation of federal consumer protection law.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
On XX/XX/XXXX we were informed that our home insurance was cancelled because it was not paid since XX/XX/XXXX. The total amount owed is {$2300.00}. This has come as a complete shock and were not prepared to pay this amount. Due to the fact that rocket mortgage was supposed to handle this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I am filing a complaint against Navy Federal Credit Union for inaccurate and misleading consumer reporting related to an alleged checking account fraud incident reported to XXXX XXXX XXXX. 

Navy Federal Credit Union is reporting an Incident Date of XX/XX/XXXX, for checking account fraud. This reporting is inaccurate. The Navy Federal accounts associated with my name were closed or inactive during XXXX, and there was no active checking account relationship in XX/XX/XXXX that could support a newly reported fraud incident. 

This appears to be improper re-aging of historical account activity, which falsely represents the issue as recent and materially harms my ability to open bank accounts. There is no documented transaction, loss amount, or account activity in XXXX that supports this reporting. 

Additionally, I previously disputed this same incident directly with Navy Federal Credit Union in XXXX and explicitly stated that the incident occurred several years earlier. Navy Federal was already on notice that this was historical information, yet continued to report it with a new incident date. 

I am requesting that the CFPB require Navy Federal Credit Union to : Provide full documentation supporting a legitimate XXXX fraud event tied to an open account, or Immediately delete the inaccurate XXXX XXXX XXXX entry in its entirety I am also requesting correction of any downstream consumer reporting agencies that received this inaccurate information. 

This complaint concerns violations of the Fair Credit Reporting Act related to accuracy, reinvestigation, and re-aging of information. 

Thank you for your assistance

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: Collection Management Holdings, LLC
State: FL

Complaint narrative:
The company XXXX XXXX XXXX reported a collection account on my credit report without providing proper debt validation.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: AMERICAN HONDA FINANCE CORP
State: CA

Complaint narrative:
I am submitting this second formal dispute regarding the Honda Financial Services tradeline currently appearing on my consumer report. This dispute is based on new information received directly from the furnisher in response to a CFPB complaint, which materially contradicts how the account is being reported. 

Honda Financial Services written response ( attached ) confirms the following facts : The vehicle was deemed a total loss on XX/XX/year>. 
Insurance proceeds in the amount of {$31000.00} were received on XX/XX/year>. 
Any remaining balance was not finalized until after insurance processing. 
Additional fees ( deductible, impound investigation fee, NSF fee ) were assessed after the loss event and during reconciliation. 

Honda was unresponsive until XXXX XXXX when both XXXX & I on the phone with a Honda representative. 

Despite these admissions, Honda continues to report : Late payments after XX/XX/year>, and/or A charge-off or delinquent status that implies an ongoing monthly payment obligation during a post-loss, pre-settlement period. 

This reporting is inaccurate and misleading for the following reasons : 1. No Valid Monthly Obligation Post-Loss after XX/XX/year> Once the vehicle was declared a total loss, any remaining balance became contingent upon insurance and GAP reconciliation. Reporting ongoing late payments during this period misrepresents the nature and status of the account. 
2. Balance Was Not Fixed or Final During Reporting Period Hondas own letter confirms that the insurance payment was not received until XX/XX/year>. Reporting delinquency before the balance was finalized is not an accurate reflection of consumer liability. 
3. Furnisher Admits Charges Were Added After the Loss Honda references a deductible, an impound investigation fee, and an NSF fee that were assessed after the loss and during internal processing. These charges do not justify months of late-payment reporting tied to a standard lease payment schedule. 
4. Conditional Deletion Offer Undermines Accuracy Claim Honda states it will remove negative credit marks only if payment is made within 60 days. This position conflicts with the requirement that only accurate, complete, and verifiable information may be reported, regardless of payment. 

Request for Reinvestigation Based on the furnishers own written statements, I am requesting that you : Conduct a full reinvestigation of this tradeline ; Require Honda Financial Services to substantiate the accuracy of any late payments or charge-off reporting after XX/XX/year> ; and Delete or correct any inaccurate adverse information that can not be fully verified under the Fair Credit Reporting Act. 

This dispute is supported by new evidence and is not duplicative or frivolous. Please provide written confirmation of the results of your reinvestigation.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Payment process
Company: Fay Servicing, LLC
State: FL

Complaint narrative:
I am submitting this complaint regarding Fay Servicing, LLCs mortgage servicing practices and its failure to provide a complete and reconciled loan accounting. 

Despite multiple written requests, Fay Servicing has not provided an accounting that explains how payments were applied over time, how default interest and monthly payment amounts were calculated, or the basis for fees and corporate advances assessed. Instead, Fay Servicing has repeatedly provided un-reconciled payment histories that do not address these issues. 

I have provided proof of payment tender, including copies of issued checks and USPS tracking numbers that allow independent verification of delivery or hold status. Fay Servicing continues to assert amounts due that can not be verified from the information supplied and has not accounted for payments tendered but not clearly applied, applied late, or partially applied. 

I am requesting that Fay Servicing be required to provide a complete and accurate loan-level accounting and that its servicing and accounting practices be reviewed.

Company response to consumer: Closed with explanation