vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I have been calling the last 4 years regarding shortage in escrow attributed to rising cost of Homeowners Ins. I was preparing for retirement and the goal is for Mortgage payment to remain affordable. This year I called again and worked with XXXX supervisors to resolve the concern. The XXXX supervisors ( XXXX XXXX, XXXX ) were knowledgeable, we identified the problem and I devised a plan to stop reoocurrences. I paid an escrow shortage of {$2700.00} on XX/XX/XXXX, in hopes to manage mortgage payments for fututre retirement. 
I also learned that shortages are placed in a Shortage Installment bucket ( I have been calling for 4 years and this was never mentioned ). My plan was : XXXX. Pay Shortage {$2700.00} 2. Monitor - XXXX, XXXX XXXX and Taxes to ensure no changes allowing me to maintain my mortgage payments at an affordable level. 
XXXX. Request escrow analysis after shortage payment. 
XXXX. XXXX Escrow Analysis was incorrect, Homeowners Ins $ was not included in the analysis XXXX. XXXX XXXX XXXX XXXX was incorrect, again Homeowners Ins $ were not included. Refund check was sent for {$2200.00} XXXX. Called New Rez again yesterday XX/XX/XXXX only to find that checking acct auto deduction was for {$730.00} ( which is short ). This will end up to be {$500.00} a month shortage, come XX/XX/XXXX I would be short approx {$6000.00}. 
XXXX. Was advised by XXXX that another escrow was requested and would take another 7 days. Previously I spoke to XXXX XXXX, both young ladies were cordial and willing to help, totally understood my concern. 

However, I just paid an {$2700.00} Escrow shortage only to end of short again. I am a XXXX XXXX monitoring expenses to avoid surprises that I can not financially afford. 

My name is XXXX XXXX, my mortgage with New Rez is XXXX. My bigger concern is that the incorrect deductions are happening and once resolved I will have to pay more to resolve the shortage amount. My plan was to start paying even more towards principle so I can lower my mortgage amount in prep for retirement. I would appreciate assistance in expediting the resolution of this matter. The XXXX supervisors advised that their only means to communicate with the XXXX XXXX was via email, which would further delay resolution. Don't understand why escalated matters are so difficult to resolve since the depts do NOT communicate except for email. This issue is insane to have in this day and age. My cell # XXXX. Please help.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: 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: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
I filed a PayPal Credit billing dispute on XX/XX/year> regarding a partial refund not received for a returned XXXX order. The total transaction amount was {$2000.00}, and the disputed amount is {$330.00}, representing three items that were returned but not refunded. 

All disputed items were returned to XXXX using return labels provided by the seller. XXXX confirmed receipt of the return shipment and issued a partial refund of {$1500.00}, but claimed that three items were missing from the return without providing any evidence. These three items were in the same package as another item that was successfully received and refunded, making the sellers claim implausible without proof. 

I provided PayPal with extensive documentation, including : Proof of delivery and tracking for all return packages Return labels issued by XXXX XXXX confirmations for items from the same shipment Written correspondence requesting that XXXX provide intake photos, package condition, or package weight upon receipt XXXX refused to provide any evidence showing that the items were missing, tampered with, or not received. XXXX was unable to investigate because XXXX is the owner of the return labels. 

Despite the documentation submitted, PayPal denied my dispute and appeal, stating that they never received documentation that proves a credit is due, without explaining what evidence was relied upon or why my documentation was insufficient. 

I requested a copy of the documentation and findings used in PayPals investigation for case XXXX XXXX but PayPal stated that this information can only be obtained by sending a physical letter to a XXXX XXXX XXXX I am requesting that this documentation be provided electronically so I can understand the basis of the decision and meaningfully respond. 

This complaint concerns PayPal Credits failure to properly investigate a billing dispute and failure to provide access to the investigation records supporting their denial.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Rowland Avenue Management, Inc. A/KA Columbia Debt Recovery, LLC d/b/a Genesis
State: TX

Complaint narrative:
This complaint is also my official request for debt validation to Columbia Debt Recovery, LLC dba Genesis. My attached letter clearly specifies the documents that must be provided under the FDCPA : the original signed contract, proof of ownership or assignment, the purchase agreement, and a detailed accounting of the balance.

By using the CFPB complaint system, I am making sure my request is documented, forwarded, and acted upon properly. Consumers have the right to full transparency, and I expect Columbia Debt Recovery, LLC dba Genesis to provide complete validation.

To further protect my rights under the FCRA, I am also requesting information to verify the accuracy and completeness of the account they reported to the Credit Bureaus : the Date of First Delinquency, the date the account was charged off ; and the date the account was acquired by or assigned to Columbia Debt Recovery, LLC dba Genesis.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Block, Inc.
State: SC

Complaint narrative:
On XX/XX/year> at approximately XXXX XXXX  our cashapp account where we have all payroll deposited was breached within 2 minutes our email phone number was changed as well as 2 new cards added upon realizing this we immediately tried to regain access but could not at XXXX XXXX  we contacted cashapp and reported all of this they drained over XXXX out of our account they confirmed it was breached and would be investigated taking 7-10 business days today the XXXX of XXXX we were told it was authorized and we would not get our money back.We confirmed several times over phone as well it was breached.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: KEYCORP
State: OH

Complaint narrative:
My employer, XXXX XXXX, sent an ACH deposit of my XXXX funds to Keybank on XX/XX/XXXX. It has been nearly a month and the funds still haven't been deposited into my account although they're supposed to deposit the same day per KeyBank 's posted policies. I called KeyBank several weeks ago. They acknowledged receipt of the funds, knew that they were supposed to deposit them into my account and hadn't done so, but couldn't tell me what internal process failed at KeyBank to prevent the funds from being credited to my account. They also couldn't tell me what could be done about it. Instead of investigating why their internal processes weren't working, they asked me to obtain a transaction code from my employer 's HR person to prove that the funds they could already see had been sent had actually been sent. My employer is unwilling to provide said code but said he has been working with KeyBank and they've repeatedly told him that the issue had been fixed. That was weeks ago and the funds have still not been deposited into anyone 's accounts. Keybank has the funds and knows where the funds should go but are not giving them to the account owners as they should. Not only are they holding our funds for a month now with no end in sight and no explanation, but it is also impacting our taxes for both XXXX and XXXX because it is an XXXX account ( tax free funds withdrawn from our paychecks, with annual deposit limits ) and it's also preventing some of us from accessing necessary medical procedures, supplies, prescriptions, etc., since it's a XXXX XXXX Account where we set aside funds from our paychecks to pay for medical since most doctors and pharmacies require payment in advance now. I don't know why the employer hasn't closed the corporate accounts with KeyBank over this because it is causing a huge detrimental impact on our lives! Keybank is holding a month worth of our funds at no fault of ours and might continue to do so until someone makes them stop!

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: REGIONS FINANCIAL CORPORATION
State: TN

Complaint narrative:
b"I have 3 accounts with Regions Bank - a personal checking account (that was opened approximately 3 1/2 years ago), a personal Money Market account and a newer business checking account that I opened earlier this year as I am starting up a new franchised business. I received 3 letters from Regions Bank on XXXX stating they were closing all 3 of my accounts effective XXXX. No reasons given at all. I went to their XXXX XXXX XXXX XXXX XXXX  branch on XXXX to determine if those letters were real or fake. Spoke with XXXX, and he confirmed that they were real. He reached out to someone that I assume was with Regions corporate for more info on the reason for closure. After quite some time, he finally informed me that corporate did not give him a reason and that there was nothing else he could do for me. The branch Manager was out of the office yesterday. XXXX  stated that he would have his manager call me on XXXX to discuss further. I have not received a phone call yet. On the afternoon of XXXX, I also phoned Regions Bank main contact number. I spoke with an employee in their Contact Center. She too confirmed that the letters were real but couldn't find a reason why in any notes anywhere. I then asked to be transferred to her supervisor who couldn't give me a reason either. So, I still don't know why Regions is closing my accounts. I did research some possible reasons why a financial institution would close an account, such as suspicious activity or even suspected fraudulent behavior. As previously stated, my wife and I bought into a franchise this year and are in the process of opening up a retail store for this new business. Yes, there have been lots of funds moving in and out of my accounts for most of XXXX, but absolutely nothing that wouldn't be typical for a new, startup business. Again, our new business is franchised and 100% legitimate and legal. If this is ultimately Regions reason for closing my accounts, I don't understand what activities they suspect would be fraudulent. As you can imagine, I am very shocked and disappointed in the level of customer service provided by what I thought to be a highly-reputable financial institution. I would like to know their reasoning for closing my accounts."

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ENCORE CAPITAL GROUP INC.
State: NV

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
Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
XXXX XXXX  XXXX XXXX, Tennessee My account was frozen since XXXX it is under investigation for fraud they wont give me access to my money I deposited an {$11000.00} certified check and they wouldnt give me any cash back I am a senior and cant even receive my XXXX found out today they have permanently closed my account they are holding my money XXXX!!!!!!! Ive mad a gazzilion phone calls to, them, and no one seems to want to help me I cant pay my rent, electricity, phone, water Im am racking up late feesI NEED MY MONEY!!! I am moving next MondayXXXX and need cash when they pick up and deliver my furnitureI am in desperate need of money and it seems they dont give a XXXX XXXX XXXX .I found out today they have permanently closed my account and I CAN NOT open another one. This fraud Is NOT MY FAULTsomeone hacked my account I am the victim not the bad guy!!! Please help!! XXXXAs of XXXX XXXX my new address will be 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
Consumer complaint received 2026-01-14 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Resurgent Capital Services L.P.
State: NJ

Complaint narrative:
I received a notice from XXXX XXXX saying I have a collection on my credit report. Upon investigation showed it is not my account, I have never signed up for this type of creditor, no inquiry is on my credit report and no account for this creditor was reported to my account. I have never received mail either physical or electronic and this has to be a result of a fraudulent and illegal stolen identity. This account is not mine and need this removed from my credit report immediately as this has caused negative consequences to my report. The company placed an unjust collection is LVNV lending and/or Resurgence. For an unknown creditor. 

Collection Reported XX/XX/XXXX Company : LVNV Funding LLC XXXX XXXX XXXX XXXX XXXX, SC XXXX Amount : {$340.00} Collection placed by collection company which has been disputed my me to XXXX XXXX and XXXX  at this time. 

Original creditor : XXXX XXXX XXXX Companies Original claimed account open date : XX/XX/XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: CITIZENS FINANCIAL GROUP, INC.

Complaint narrative:
I am a former U.S. resident and currently reside outside the United States. I hold a personal account with Citizens Bank. 

Between XX/XX/XXXX and XX/XX/year>. I contacted Citizens Bank by phone to request removal of a hold that was placed on my account, which is blocking all transfers to external accounts. My request at that time was only to remove the transfer restriction, not to maintain or expand the account.

Despite multiple attempts, the hold has not been removed, and I have not been provided with a clear resolution or a way to access my funds. I am currently unable to transfer my own money out of the account.

I am now requesting that Citizens Bank temporarily remove the hold solely for the purpose of transferring my funds, after which I intend to formally request account closure.

Citizens Bank has indicated that a U.S. address and U.S. phone number are required to resolve this issue. As a non-resident, I am unable to provide these. However, I am willing to provide my passport, proof of identity, and my historical U.S. address.

At present, Citizens Bank is preventing me from accessing or transferring my funds without offering a reasonable alternative, despite my clear intent to withdraw the balance and close the account.

I am requesting assistance to : Remove the transfer hold so I can withdraw my funds, and Allow me to proceed with account closure after the funds are transferred.

I am not requesting to continue banking services only access to my own funds and an orderly account closure.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Block, Inc.
State: TX

Complaint narrative:
I have had Cash App for awhile something I use to send money and receive money from family and friends. The account was closed for violating terms however I never violated terms the same people I send or receive from are the same contacts I use to send XXXX, XXXX, XXXX and XXXX XXXX. I received an email saying they would have me an answer by XXXX XXXX and still nothing.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: ID

Complaint narrative:
I am filing this complaint regarding remaining fees and charges assessed on my mortgage loan by Shellpoint Mortgage Servicing ( NewRez LLC ), Loan No. XXXX, following Shellpoints recent admission that it improperly overcharged default interest on my account. 

In a prior CFPB response dated XX/XX/year>, Shellpoint formally acknowledged that default interest was incorrectly assessed for the months of XXXX, XXXX, and XX/XX/year> and waived {$10000.00} as a result. I appreciate that correction. However, Shellpoint did not address or substantiate several other charges assessed during the same hardship and assistance period, which remain unresolved. 

Specifically, Shellpoint assessed and collected multiple property inspection fees during a documented hardship period when : I had communicated financial hardship, a XXXX XXXX XXXX XXXX XXXX XXXX application was pending, Shellpoint was instructed to coordinate with XXXX, no foreclosure activity had been initiated, and the loan was ultimately reinstated through state assistance. 

Shellpoint has not explained : why property inspections were necessary under these circumstances, what condition or risk justified repeated inspections, how frequently inspections were conducted and why, or how these inspections complied with the mortgage documents requirements that such fees be reasonable and necessary to protect the lenders interest. 

In addition, Shellpoint applied small late charges and inspection-related fees during internal reallocation of funds following the default-interest correction, without explaining why any such charges remained appropriate given the admitted servicing error, the pending assistance review at the time, and the subsequent reinstatement of the loan. 

Despite multiple prior inquiries, Shellpoint has not provided documentation or justification addressing the necessity, frequency, and contractual basis for these remaining charges. This prevents me from verifying whether the charges were appropriate or compliant with servicing obligations. 

This complaint does not dispute Shellpoints right to assess fees generally, but rather their failure to substantiate and justify inspection fees and related charges assessed during a hardship and assistance period, particularly after acknowledging servicing errors on the same account.

I am requesting regulatory review of Shellpoints assessment of these charges and Shellpoints failure to provide documentation demonstrating that they were necessary, reasonable, and properly applied.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I am unable to reach Ally Servicing by phone despite repeated attempts during their stated hours of operation. Calls are disconnected with a message stating the office is closed. I am requesting written communication and supervisor contact information.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-14 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: SC

Complaint narrative:
I am filing this complaint because the XXXX XXXX collection account for XXXX XXXX ( Account no : XXXX ), with a balance of {$620.00}, is STILL showing on my TransUnion credit report and I am beyond fed up. I already disputed this exact collection account. I already filed a CFPB complaint. Yet somehow this same XXXX XXXX XXXX XXXX XXXX collection keeps reporting like nothing ever happened. That makes no sense. 

This collection account was reported without my authorization and should have been removed the first time I disputed it. Instead, TransUnion keeps allowing this XXXX XXXX collection to stay on my credit file. My disputes are being ignored, and no real investigation is being done. That is unacceptable. 

I am done going in circles. I want the XXXX XXXX XXXX XXXX XXXX {$620.00} collection account permanently deleted from my TransUnion credit report. Not updated. Not verified. Deleted and gone for good. I should not have to keep filing complaints just to get one obvious issue fixed. 

This has gone on long enough. Remove this collection account immediately and stop reporting it. I am not asking anymore.

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