vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
CFPB Complaint. Issue : Incorrect fees / billing dispute / credit reporting issue Company Name : Newrez / Shellpoint Mortgage Complaint : I am filing this complaint regarding ongoing incorrect charges on my mortgage account. In XX/XX/year>, the company claimed that I missed payment and reported my account to collections. I disputed this with all three credit bureaus, and the matter was resolved in my favor. The collection entry was removed, confirming that I did not owe the alleged debt. Despite this resolution, the company continues to charge late fees on my account from XX/XX/year> to the present. These charges are based on an error that has already been corrected and should not exist. I hired a lawyer from XXXX XXXX ; we sent them all types of documents. On XX/XX/year>, I spoke to one of their representatives for more than one hour. They made me pay {$470.00} to bring my account current still, they refused categorically to fix the problem I have previously sent documentation to the companys headquarters in South Carolina, but I have received no response. This situation is causing financial harm and unnecessary stress, as I am being charged fees for a debt that was proven invalid. I am requesting : Immediate removal of all late fees from XX/XX/year> to present Correction of my account to reflect accurate payment history Written confirmation that my account is in good standing I expect the company to correct this issue promptly and cease all improper charges. Thanks XXXX XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-06-23 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: CITIBANK, N.A.
State: CA

Complaint narrative:
On XX/XX/year>, I purchased a hotel reservation through XXXX for {$1300.00} that included an enhanced refund protection benefit covering certain unforeseen events. Before my scheduled travel dates, I was called for jury duty last minute, which prevented me from using the reservation. I submitted my jury duty documentation through the merchant 's designated refund process as required. After reviewing my documentation, the merchant 's authorized refund administrator informed me in writing in the form of email that my refund request had been approved and that a full refund had been processed to my original payment method. Despite this written confirmation, no refund was ever received. I then disputed the charge with Citi and provided documentation showing that : ( 1 ) I qualified for coverage under the refund protection program, ( 2 ) the refund administrator reviewed and approved my claim, and ( 3 ) the promised refund was never credited to my account. Citi initially issued a provisional credit but later reversed it and denied my dispute, stating only that the merchant 's cancellation/return policy was not followed. Citi did not explain or provide supporting documentation from the merchant in how it reached that conclusion or address the written evidence showing that the merchant 's own refund administrator had approved the refund and represented that it had been processed. I made multiple attempts to resolve the matter and provided supporting documentation, but Citi appears to have ignored or failed to adequately investigate the most important evidence in the dispute. As a result, I remain responsible for a charge that the merchant 's refund administrator determined should have been refunded. I believe Citi failed to conduct a reasonable investigation before denying my dispute and reversing the provisional credit.

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 2026-06-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Fees charged
Company: M&T BANK CORPORATION
State: NC

Complaint narrative:
My mortgage loan servicing was transferred from XXXX XXXX to M & T BankXXXX XXXX XXXX in XX/XX/year>. I received my first mortgage statement from M & T Bank dated XX/XX/year>, with a payment due date of XX/XX/year>. On this first statement, M & T added a {$75.00} XXXX XXXX XXXX to the amount due. The statement also shows transaction activity dated XX/XX/year> labeled Foreclosure Atty Fee in the amount of {$75.00}, along with additional reversing or duplicate foreclosure attorney fee entries. I have never missed a payment during the life of this loan, and the loan was current at the time of transfer. There has been no foreclosure action to my knowledge, and I have not received any notice or explanation justifying a foreclosure-related attorney fee. The regular monthly payment listed on the statement is {$1600.00}, but the total amount due was increased to {$1700.00} because of the disputed {$75.00} fee. I believe this fee was added in error during or after the servicing transfer. I am disputing the {$75.00} Recoverable Corporate Advance / Foreclosure Attorney Fee and requesting that M & T Bank remove the fee, correct the mortgage statement, confirm the account is current, and provide a written explanation and documentation showing why the fee was assessed. I am also requesting confirmation that this disputed fee will not be treated as past due, will not result in late fees, and will not be reported negatively to any credit reporting agency while it is under investigation.

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 2026-06-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Bank of America has held my rightful working capital for well over 90 days now freezing it from meeting transferred when this money was never in question and they've caused me severe irreparable injury to my company and personal reputation and credit.

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 2026-06-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: ALLY FINANCIAL INC.
State: TN

Complaint narrative:
I purchased a vehicle from XXXX XXXX XXXX. XXXX XXXX XXXX approximately four months ago and have yet to receive proper title documentation for my vehicle. As a result of this delay, I have been unable to refinance my loan through XXXX XXXX. XXXX XXXX has informed me that they are unable to move forward because of unresolved title issues involving Ally Financial and/or the dealership. This has caused me financial hardship by preventing me from obtaining more favorable loan terms. I have made my payments as agreed and have fulfilled my obligations as the purchaser. However, I continue to experience delays and have not received a clear explanation or resolution regarding the status of my title. I am requesting immediate action to resolve the title issue, provide documentation regarding the current status of the title, and ensure that the title is properly processed so that I may complete my refinance transaction. I respectfully request that this matter be investigated and resolved as soon as possible.

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 2026-06-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: TN

Complaint narrative:
I discovered that my sub-account balance was never visible to me through my online banking portal, meaning I had no ability to monitor or manage fees accruing within it. When I called to resolve this, I received contradictory information from two different representatives about how sub-accounts work and whether customers can add them. I escalated to Wells Fargo 's Complaint Management Office. The representative was unable to explain why the sub-account was not reflected in my control account, repeated scripted responses without addressing my questions, and told me to " prepare to pay the fines '' without investigating the issue yet. He stated he would follow up by XX/XX/year> and would look into it again. I am requesting a full waiver of all fees and a clear explanation of what occurred : -Why could I never see my sub-account or have the ability to add it? -What was I actually looking at the whole time in terms of my account in my online portal? Key dates to note : XXXX XXXX paid off {$610.00} in belief my account was taken care of In XXXX began seeing letters come in through the mail to my home ( instead of business ) with an account number that was unfamiliar to me that stated I owed money on the sub account that wasnt ever made visible to me. The amount on the letters said we owed around {$8000.00} ( around {$2000.00} of it in fees ).

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 2026-06-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
My Citi ThankYou Points rewards account has been completely and improperly blocked since XX/XX/2026. This block currently freezes access to a total of XXXX ThankYou Points across my high-tier credit card accounts, including my Citi Strata Elite and Citi Prestige cards.I have contacted Citibank customer service multiple times over the last several months to resolve this issue. XXXX customer support representatives have consistently failed to provide a valid reason for the freeze, offer an explanation, or successfully escalate the issue to get the block removed.

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 2026-06-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: Prosper Marketplace, Inc.
State: TX

Complaint narrative:
I applied for a credit card and was denied because they accused me high risk of false identity when I used all my true identity information. Then they claimed they couldn't verify my address so did they use any of the credit reporting agencies to verify anything or just declined and made up the reasoning.

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 2026-06-23 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CITIBANK, N.A.

Complaint narrative:
On XX/XX/year>, I sent a {$1100.00} XXXX payment from my Citibank checking account ( ending XXXX ) to the email XXXX. When I entered the email, the Citibank app displayed the enrolled XXXX recipient as " XXXX XXXX XXXX. '' The payment completed ( Transaction ID XXXX ), and the seller then refused to deliver the service claiming he did not receive the funds. I now believe " XXXX XXXX XXXX '' is a Citibank mobile app bug. The right contact associated with that email is XXXX XXXX tested with another Bank, Citibank is pointing to XXXX XXXX. I contacted Citibank to report this as fraud ( reference XXXX ). Citibank only sent a generic acknowledgment stating my inquiry was under review, with no meaningful assistance, no attempt to recall the funds, and no information about the receiving account, and finally no help at all. I use that email in Citibank XXXX and XXXX XXXX is associated, but i use that email in another bank and is associated with XXXX ( the correct recipient of the money ). Unfortunally Citibank is not helping me with this and close my case. I am asking Citibank to : ( 1 ) attempt a XXXX recall/recovery of the {$1100.00} ; ( 2 ) report and flag the receiving account " XXXX XXXX XXXX '' to the receiving institution as fraud ; and ( 3 ) provide a written explanation of the results of their investigation.

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 2026-06-23 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I received two automated calls on XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX the caller left a voice mail message stating " This is an automated message for XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX regarding an urgent change on your account. Please call us immediately at ( XXXX ) XXXX and reference account number XXXX. Thank you. The call was placed from ( XXXX ) XXXX. I called ( XXXX ) XXXX and was told that the call was from a debt mitigation firm, XXXX XXXX XXXX XXXXXXXX. They threatened to file a judgment against me and to contact another creditor, XXXX XXXX, unless I settled the debt with them. They recited my full Social Security Number and a former residence address. They requested my email address which I refused to provide and I told them I owed no outstanding amount and that the claim was fraudulent. I then called ( XXXX ) XXXX and summarized the conversation and said the voice mail message was for a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, my daughter who does not live with us, and was told they would remove my phone number from their call list. I received a second call today with the same recorded message.

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 2026-06-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: M&T BANK CORPORATION
State: VA

Complaint narrative:
I initially filed a complaint against M & T Bank. They have adjusted the mortgage payment to {$2100.00}. However, while on a recorded call with their representatives, they quoted the new mortgage rate after the new escrow analysis was ran to be {$2000.00}. If they are going to quote the amount that will be paid for mortgage initially then change the amount due to the current mortgage payment, that is an issue. They spoke of the escrow account and that it needs to be current. I had spoken with XXXX, a representative at M & T Bank and she confirmed that M & T Bank did receive the new homeowners insurance policy on or very shortly after I switched insurance companies. Please honor what your representatives quoted and change it to {$2000.00}. Thank you.

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 2026-06-23 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: Monterey Financial Services LLC
State: TX

Complaint narrative:
Monterery financial services overcharged my savings account. At first i was submitting payments through XXXX, when suddenly they switched financial institutions to Monterey. My first two payments were submitted through XXXX and my last two payments were submitted through Monterey financial services. My payment was for a weapon that I bought through guns.com. The payments were supposed to be for {$260.00}. I was on my last 2 payments for the financial services so I went ahead and submitted a total of {$530.00}. But the following day after I submitted that I was charged another {$260.00}. After I had paid the final {$530.00}. The account shouldve been closed with Monterey financial services. But they had charged me. Additionally, another payment after my account shouldve been closed. I was trying to contact Monterey financial service services and I got in contact with a lady who is a representative for them. Who gave me a very unprofessional attitude in terms of my help. All I was asking was if she could, please give me proof that the process of the refund had went through. All that she told me was that the refund has been processed and that it shouldve been in my account. After contacting my bank, which is XXXX XXXX there is no proof that I had received a refund. Theres only proof of all of the payments that I have made to them, which have also been proven to be overcharged as well. She then gave me attitude and told me well. You need to talk to your bank again and find out whats going on. So I said OK have a good day I hung up and I got in contact with my bank. And they told me to go ahead and submit a claim because they did not send me a refund so I did, but I just wanted to let anybody know in terms of Monterey financial services. They really need to check their associates in terms of how theyre speaking on the phone with their customers because if Im spending good money with the financial service like Monterey financial services and theyre giving me attitude when Im just trying to ask a couple of questions I would expect that take authority and check their team in terms of how they speak to their customers.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-06-23 00:00:00
Product: Debt collection — Auto debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: HI

Complaint narrative:
I purchased a vehicle in Hawaii on XX/XX/year>, and traded in my former vehicle ( XXXX XXXX ) and financed the loan amount, which included a trade in fee for my old car. I received a call from USAA around XX/XX/year>, stating the XXXX XXXX had been in an accident and I told them I didn't have the vehicle and it was traded in through XXXX XXXX XXXX XXXX located here in XXXX, HI. I submitted the paperwork from the loan paperwork showing I traded the vehicle in on XX/XX/year>. USAA has since tried to collect XXXX from me, and has placed the XXXXaccident, ' on me, and I can not get insurance from other auto companies because of this issue and I'm on XXXX and can not pay, nor am I liable as I didn't own/drive or have possession of the vehicle. A company called XXXX has recently sent me a letter stating they are trying to collect this money from me. I submitted a complaint to my local Hawaii Department of XXXX, and now filing complaint here.

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 2026-06-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I applied online for Bank of America credit card. I keep my credit frozen so before doing so went to XXXX XXXX and XXXX and unlocked all three. I submitted the application with all necessary info. My credit scores are in the XXXX range so credit approval is always instant. I got a notice while still on the website that I was approved with a credit limit of {$10000.00}. I unfortunately did not take a screen shot of that. I assumed I would get a confirmation email. Right after getting the message of approval I created an online banking account with B of A so I could watch the account balances and make payments. The next day I tried to log in and was not able to. I called the bank to see what was going on. They said I couldn't log onto the account I'd created because I didn't have an account. I had already gotten notices that my credit score dropped from XXXX to XXXX because of the B of A credit check so I knew they had that information. I related that to them and they finally told me it was in review and might take 10 to 15 days. I'm used to getting instant credit because of my score so I questioned that. The agent said that was handled by a different department and he could tell me nothing more. He was then the 3rd peron in the hour and a half phone call that wanted to send a text with a code for verification. I never mind that because it protects us all form theft and scams. He said he was sending it but I never got the code. I asked him to send it again even though I had proven my identity twice before by that method. He refused and told me I would have to physically go to a Bank of America branch if I wanted more info, that he was not able to help me beyond that point. He was a supervisor named XXXX. So my credit was dinged XXXX points fo absolutely no reason and I was treated as though I was trying to commit fraud. He said sending the code again was impossible.

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 2026-06-23 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: I.C. System, Inc.
State: CA

Complaint narrative:
b"i recently got reported for money owed for XXXX XXXX, i dispute it as i dont have XXXX XXXX and XXXX both took it off but XXXX did not. I then call IC systems and ask for proof spoke with XXXX XXXX XXXX XXXX XXXX account # XXXX XXXX XXXX XXXX XXXX and she said she will send me proof via email, and mail. I have received neither and it's been 2 months. According to them, they said that i fail to return a modem back in XXXX. Back in XXXX i was not living in california, i was in florida. I never got any call, any email, any mail about owed anything to anyone in XXXX for the whole year. I do go back to california every 4 months for family and to get my mail, but no mail ever recieved for anything owed at all. I tried to sue them but apparently they are not even register to operate as a collection agency in the state of california, so that's 100% illegal to begin with. They dont even have a registra agent so i can't even sue them. So that's illegal secondly. It is a requirement to register your company in order to do business in that state, but this company IC systems XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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