vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with the interest rate
Company: Exeter Finance, LLC.
State: FL

Complaint narrative:
My XXXX XXXXXXXX XXXX in top condition is only worth XXXX $ I have paid more then that and was denied any help during COVID or during the numerous hurricanes in Florida the deceptive and manipulation that is used in the verbage that is explained is illegal. I have paid off my car and I demand a reasonable pay off or for them to give me my title I have been paying almost 7 years and due to interest rates and not explaining that an extension only pits my payment on the backend and makes it go into repossession quicker on purpose. Also they harassing phone calls threatening to take a car that I have paid MORE then the value is outrageous especially when told about my wife giving birth and her being hospitalized still no relief I have paid more then necessary for the car and I believe whatever interest being charged is illegal.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: GUIDANCE RESIDENTIAL, LLC
State: TX

Complaint narrative:
I am filing a complaint regarding my mortgage servicers failure to automatically terminate private mortgage insurance ( PMI ) as required under the Homeowners Protection Act ( HPA ). 

This is a conventional mortgage on my primary residence. 
The original appraised value at loan origination was {$500000.00}. 
The 78 % loan-to-value ( LTV ) threshold is {$390000.00}. 

My current unpaid principal balance is approximately {$390000.00}, which is below 78 % of the original property value. Therefore, PMI is required to be automatically terminated. 

Despite this, the servicer has refused to cancel PMI and has stated that because I made accelerated principal payments and completed a loan recast, PMI will not be removed unless I pay for a broker price opinion ( XXXX ) or appraisal. 

This requirement is incorrect and inconsistent with the Homeowners Protection Act. At the 78 % automatic termination threshold, PMI must be removed without any appraisal, XXXX, seasoning requirement, or borrower request. Accelerated principal payments do not disqualify a loan from automatic PMI termination. 

I escalated this issue to a supervisor who promised a follow-up call, but no call or written response was received for over XXXX weeks. When I contacted customer service again, I was again given incorrect information. 

I am requesting : Immediate automatic termination of PMI effective the date the loan reached 78 % LTV A credit or refund of any PMI premiums charged after that date Written confirmation of the correction This appears to be a servicing compliance error and a violation of the Homeowners Protection Act.

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 2026-01-22 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem getting a card or closing an account — Trouble getting, activating, or registering a card
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
I received a tax refund advance through XXXX XXXX that was deposited onto a Serve prepaid account in my name. The advance amount is approximately {$2500.00} and the funds are currently in the account but inaccessible to me. 

Serve states that a permanent card was mailed on XX/XX/XXXX, but I never received this card. Because I do not have the card, I can not provide a card number. 

I attempted multiple times to regain access to my account and request a replacement card. Serve customer service refuses to verify my identity or escalate my case to a supervisor without a card number, even though the card was never delivered. This has left me completely unable to access my funds despite my willingness to verify my identity using my full name, address, date of birth, and Social Security number. 

Serves refusal to provide identity verification alternatives or supervisor escalation is preventing me from accessing my own funds and resolving a non-delivery issue that is not my fault. 

I am requesting that Serve immediately verify my identity without requiring a card number, restore my account access, and reissue a replacement card so I can access my funds.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I am an international customer based in XXXX XXXX. I opened my checking account on XX/XX/year>, at the Chase XXXX XXXX branch in XXXX, NY. 

On XX/XX/year>, I made a second international trip to the U.S. and visited the same XXXX branch to resolve an address verification flag. During this visit, the branch manager verified my Passport and a secondary U.S. bank debit card. The manager confirmed the ID verification was successful and called the back office in my presence.

Following this meeting, two " Check Charges '' were debited from my account : {$13000.00} and {$480.00}. I received the {$480.00} check at my mailing address, proving the address is reachable. However, the {$13000.00} check has never arrived.

I have called Chase customer service multiple times to follow up. Each time, I was told the funds are " on hold '' due to identity verification issues, and they insisted that I must visit a branch in person again. This is unacceptable and illogical, as I have already completed in-person verification with a branch manager twice, and the bank has already successfully mailed a smaller check to my verified address.

Chase is selectively withholding my primary assets. This " identity verification '' excuse is being used as a pretext to illegally hold over {$13000.00} of my funds.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Freedom Mortgage Company
State: IL

Complaint narrative:
Originally entered into a forbearance in XX/XX/year> given inability to get caught up on a singular missed payment in which they would charge a monthly late fee. 
Upon entry into forbearance I was instructed that the forbearance would be 3 months and at the conclusion of my forbearance my missed payment ( XXXX ) would move to the end of my loan and this would in turn allow me time to get caught up on late payment. 
In looking at my loan account in XXXX I noticed that all payment continued to show as late, in questioning this with company I was advised that despite the forbearance that my loan payment would continue to accrue and that upon leaving the forbearance I would only have the options of restructuring loan and increasing XXXX or paying an additional monthly amount on top of payment. 
I asked for the company to review voice recordings of my calls as this was not the information I received or agreed to. 
Received a follow up call from the company that they listened to the recordings and apologize that I was given incorrect information and that they would coach that staff member. 
Despite receiving the wrong information by company they couldn't resolve my issue but rather as i come out of forbearance I would either need to restructure loan with increased APR and or pay an additional amount each month in addition to regular payment. 
Essentially the company gave me misleading information and opposed to having payments added onto end of loan they now say I must restructure and increase XXXX and or assume all missed payments and spread them out in a monthly increase. This will only further complicate and add on undue pressure opposed to allowing me to get caught up.

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 2026-01-22 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: ENCORE CAPITAL GROUP INC.
State: MA

Complaint narrative:
MIDLANDCRE is falsely reporting on my credit. I have never had any accounts with them. Per my research MIDLANDCRE 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 explanation
Consumer complaint received 2026-01-22 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: CCS Financial Services, Inc.
State: TX

Complaint narrative:
I XXXX XXXX XXXX, am not liable for this dept with credit collection services. XXXX XXXX XXXX XXXX, do not have a contract with CREDIT COLLECTION SERV, they did not provide XXXX XXXX XXXX, with the original contract as I requested.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-22 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: DISCOVER BANK
State: LA

Complaint narrative:
I purchased feeder insects from an online merchant, XXXX XXXX XXXX, on XX/XX/XXXX for {$41.00} using my Discover Credit card. Per the merchant 's online policy, the order should have shipped out the same or the following day, Wednesday, XX/XX/XXXX. I eventually received a XXXX tracking number, but it showed the package was waiting to be received from the merchant. I gave it until the following Wednesday, XX/XX/XXXX, but the tracking info still wasn't updated. So on XX/XX/XXXX, I told the merchant to cancel my order and any subscriptions that I had. The merchant ignored that and instead created a XXXX shipment the very next day on XX/XX/XXXX. The merchant is claiming the transaction is valid since it was shipped and delivered, despite it being cancelled. The package was returned to sender through XXXX on XX/XX/XXXX. I have been trying to get information from Discover about the dispute process, but am told it is underway and will take some time. At this point, the dispute is being unnecessarily dragged out and Discover is not being transparent with me, the consumer.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-01-22 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: NCB Management Services Inc.
State: NC

Complaint narrative:
NCB MANAGEMENT SERVICE is falsely reporting on my credit. I have never had any accounts with them. Per my research NCB MANAGEMENT SERVICE 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 explanation
Consumer complaint received 2026-01-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: PA

Complaint narrative:
Personal Statement Personal Statement Personal Statement I have no knowledge of these accounts. Due to identity theft concerns I am requesting that these accounts to be deleted from my credit profile due to XXXX data breach

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 2026-01-22 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Payday loan
Issue: Can't contact lender or servicer — 
Company: Line Financial, PBC
State: NJ

Complaint narrative:
Regarding the BEEM  XXXX XXXX, It was a virtual credit card they offered me XXXX which I used on XXXX and paid back XXXX which was withdrawn from my bank. It said it was reloaded to the card but wasn't. It is showing XXXX and the app is saying to pay my dues. I have called and called and e-mailed many times. No One responds at all, how can I resolve this if I can't speak to anyone, where are they? They have a pending withdraw on XX/XX/year> of XXXX still showing that I never received. I don't know if they are trying to collect for that. They offered me XXXX in XXXX which I used, and they took XXXX out of my bank. When I disputed that at the time they said I was wrong and wouldn't credit it. How can I take more than they offer. After that I was never able to reach anyone again. Also in app chat doesn't answer either. I can not see an account number

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with the interest rate
Company: CREDIT ACCEPTANCE CORPORATION
State: OH

Complaint narrative:
I'm paying, double or more, the amount of the amount of the car in interest

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 2026-01-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH

Complaint narrative:
I purchased a home in XXXX for an even XXXX. I put XXXX ( 10 % ) down, so my mortgage included PMI. My mortgage was sold from the original lender, and has been held by Citizens Bank since at least XXXX. I have always paid my mortgage on time, and have had no issues with Citizens Bank up to this point. 

As of XX/XX/XXXX, my remaining principle on the loan went below XXXX ( 77.5 % of the original ). According to the Homeowners ' Protection Act ( HPA ), my lender should have automatically removed PMI when the remaining principle went below 78 % of the original value of the home. Instead, they have continued to charge PMI up through XX/XX/XXXX, a full year later, an additional {$610.00}. 

I notified them of this today, XX/XX/XXXX, and they plan to cancel PMI for the remainder of the loan. However, they will not offer reimbursement of the over-charged PMI for the past year, insisting I had to ask for PMI removal, even after the remaining principle went below 78 % of the original home value. Am I misunderstanding the HPA or are they trying to keep money they should have never charged me?

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-01-22 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Newport Intermediate Inc.

Complaint narrative:
XX/XX/year> Transfer Amount : USD XXXX transfer To XXXX XXXX  account XXXX XXXX  XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-22 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: I.C. System, Inc.
State: GA

Complaint narrative:
I C SYSTEM is falsely reporting on my credit. I have never had any accounts with them. Per my research I C SYSTEM 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 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 2026-01-22 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
I transferred my auto loan to Capital One Auto financing in XXXX of XXXX. I made regular online payments to them from XXXXXXXX XXXX XXXX  through XXXX of XXXX  with my TD Bank personal checking account with no issues. On XX/XX/year> I again made my payment through my checking account. On XX/XX/year> I received an email from Capital One that my checking account was removed as a payment source for my auto loan. On XX/XX/year>, I received an email from Capital One informing me that my payment had been returned by XXXX XXXX. I contacted XXXX XXXX and they told me that the reason that the payment was returned was that Capital One had coded my account as a savings account when it is, in fact, and has always been, a checking account. Since that time I have called Capital One consumer " '' services '' on multiple ( at least XXXX or XXXX ) times to get this problem resolved to no avail. I have done everything they have asked, including providing them with a letter from my bank informing them that my account is an active account and was so on they day that they improperly submitted my payment to them. Since that time I also can no longer use my checking account to pay my Capital One credit card, despite them telling me that Capital One credit card services and Capital One Auto loan services are separate entities and I have to deal with two different entities depending on which service I'm having an issue with. However, they apparently have no issues communicating with each other to wrongly flag my checking account as an invalid account. As a result of this debacle I have incurred a late charge of {$40.00} for my XXXX payment and the only way I can pay either account is with my debit card, which ironically is attached to the very checking account that they are telling me is invalid!!! In addition, they no charge me an extra {$4.00} each payment ( auto and credit card ) for using my debit card! I am at my wits end with this incompetent company. I NEED THIS PROBLEM, WHICH WAS CAUSED SOLELY BY CAPITAL ONE 'S IMCOMPETENCE, TO BE FIXED AND THE LATE CHARGES AND DEBIT CARD FEES RETURNED TO ME.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I am filing a complaint regarding multiple overdraft fees assessed by Truist Bank in rapid succession. 

A total of approximately {$180.00} in overdraft fees ( {$36.00} each ) were charged within a very short time frame ( two one day, the day prior, and three a couple days before ). These fees resulted from ACH autopay transactions, not discretionary spending, and posted before I had a reasonable opportunity to correct the account balance. 

I contacted Truist customer service and escalated to a supervisor. The supervisor confirmed that account notes were added, documented financial hardship, and acknowledged the rapid posting of fees. However, a refund was denied solely due to a prior courtesy refund issued in XX/XX/year>, citing an internal guideline. 

My overdraft coverage was turned off to deny transactions and prevent negative balances ; however, I was informed by Truist that ACH autopay transactions bypass this setting, which is how these fees were incurred I am not disputing Truists policies. I am requesting a fair reconsideration based on the specific circumstances of this event, including fee stacking, timing, and lack of opportunity to cure the balance. 

I am requesting a full refund of the overdraft fees as a one-time exception due to these circumstances.

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 2026-01-22 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Struggling to pay your loan — 
Company: Zip Co US Inc.
State: FL

Complaint narrative:
On XX/XX/year>. I made an XXXX transaction, that was an instantaneous digital download, would not require waiting but this was a scam and the merchant did not respond to me either. Naturally I had contacted ZIP however I was met with poor service again, and Im not sure why I expected otherwise. I was told to wait 7 days to receive further assistance, which I did, with no such assistance. Agents saying multiple times they will escalate it to the internal team but if theyre saying that every time was it ever actually sent? I have complete reason to believe nothing was sent through the constant repetition I have to go with and restate, and either way that its being said to get you off the line and make you give up on getting your money back, they dont want to help you which is a deceitful practice. Its like getting scammed out of your money isnt any matter of urgent importance. They constantly ignore what you say to prolong the wait and seem to know nothing. The fact I have to contact the CFPB again, on a separate transaction, not even concerning the last complaint ID XXXX that hasnt answered by ZIP should tell you enough. Last time, I was concerned fees were going to be added on, even though agents tried to state they dont see fees and I trusted them. They were and even my purchase power decreased from XXXX to XXXX because I was waiting on ZIP. What more could I do? I have done all that is for me to do as a customer, patience, understanding, documentation, and consistent updates on the issue ZIP does not want to provide the same and there is a limit to how much I can do if ZIP does not heed these issues with urgency. I know Im not the only customer this happens to, and no matter how many excuses this company makes for itself. Im also making this complaint for it to be documented how hard ZIPs support team is. I have provided screenshots between me and the merchant and ZIPs chat. I will continue contacting ZIP chat until my matter is properly resolved. It is inexcusable how poor the customer service is and how long they make you wait for a simple resolution. Regardless if youre a long term customer or not. Its clear they hire anyone. To mend this situation, I expect a full refund and accountability.

Company response to consumer: Closed with explanation