vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-05-04 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: UPGRADE, INC.
State: TN

Complaint narrative:
I have an installment loan with Upgrade with a fixed monthly payment of {$200.00} and a set repayment term. I have consistently made payments, including recent payments of {$200.00} ; however, my balance has not decreased as expected and instead appears inconsistent and inflated. Upgrade informed me that I was placed into a six-month hardship program in XXXX where payments were reduced to approximately 30 % of the regular amount. I was told this agreement was verbal, and Upgrade has refused to provide any written documentation, disclosures, or agreement terms related to this hardship program. I requested a full payment history, amortization schedule, and a breakdown showing how each payment was applied between principal and interest. I also requested documentation explaining how deferred amounts were calculated and added back to my balance. Upgrade has refused to provide this information, stating that records and call recordings are internal and not available to customers. Additionally, Upgrade stated that the remaining 70 % of payments during the hardship period was deferred and added back to the loan balance, and that payments made during that time were applied primarily to interest rather than principal. This has resulted in my balance not decreasing properly despite consistent payments. At no point was I provided clear written disclosures explaining that interest would continue to accrue in this manner, that my balance would increase, or that my loan term or final payment would be affected. Without this transparency, I can not verify the accuracy of the balance or how my payments have been applied. I believe this reflects a lack of proper disclosure, unclear loan servicing practices, and failure to provide requested account documentation. I am requesting a full accounting of my loan, including how all payments were applied, and verification that the balance is accurate.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
On XXXXXXXX XXXX American Express closed my account without explanation. I received a check in the mail that AE mailed on XX/XX/year>, and they consider the matter closed in accordance with their terms. I called after I got the check in the mail and I was told by an employee that I would be getting another letter in the mail with an explanation. I feel confident that the recordings will show this. I also would like to request a certified copy of the transcripts of all my calls with American Express. This complaint is that I believe AE lied to me. Not that they closed the account or didnt handle in accordance with their terms. Its that they lied and Im requesting a copy of my transcripts of my voice.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-05-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: TransferWise Ltd
State: ME

Complaint narrative:
Today I tried to pay a friend back using XXXX. When I went to pay it said that my USD would be XXXX for XXXX XXXX, with a XXXX cent transfer fee. I approved. Then, while it was processing, it suddenly switched the amount to XXXX XXXX- draining my account, increasing the USD I was spending, and charging an even higher transfer fee. When I called to fight it they refused to process a reversal, escalate to someone that could help, and said it would take several days to resolve. I was told I needed to file a complaint, I said I needed to speak with that department asap since this was essentially all of my money. The fraudulently switched the amount, refused to connect me with the proper channels, and put me in an unspeakable position. I have no idea if I will be able to afford the bills I have paid from my checking account. I will lose XXXX of dollars in transfer fees. The conversion rate even shifted while I was trying to sort this out on the phone. All because I tried to pay a friend back in XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: Albert Corporation
State: NY

Complaint narrative:
App is very difficult to navigate through and I had to email them. They said I have to empty my app out and I did. I told them I was finished. They still charge me for this month subscription. I can not remember the date but I emailed a MONTH ago. They have more than time to resolute this issue.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: Maximus Federal Services, Inc.
State: IL

Complaint narrative:
I am very upset this company violated my consumer right to protection. I have spent years stressed out to fix the information in my file and let them know I never authorized this loan and they will not send me anything related to the transactions or documentary evidence of the loan. I am reporting identity theft and false certification involving XXXX XXXX ( XXXX ). A federal student loan and Pell Grant were processed in my name without my authorization or knowledge. I withdrew early and did not receive materials, instruction, or financial aid. The school later admitted it was a mystery that I did not know about the loan. They sent a passwordprotected file labeled attendance/promissory note but refused to provide the password. An individual associated with the school impersonated a federal loan officer and contacted me with threatening emails. I never completed entrance counseling, never knowingly signed a Master Promissory Note, and never received any funds. I have filed an FTC Identity Theft Report ( # XXXX ) and a XXXX XXXX Police Report. I am requesting that this unauthorized loan be removed and that my federal aid eligibility be restored. I contacted the school, filed an FTC Identity Theft Report, filed a police report, and submitted disputes. No relief was provided.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Paypal Holdings, Inc
State: MA

Complaint narrative:
My XXXX account ( @ XXXX ) was restricted approximately one year ago after I used my legal husbands debit card on the account. Since the restriction, I have been unable to access the mobile app or withdraw the remaining balance of {$20.00}. I contacted XXXX support to resolve the issue and was instructed to use the mobile app to manage the account. However, I am unable to access the app due to the restriction, so I can not complete the required steps. I have not been given an alternative method to access or withdraw my funds. The account remains restricted and the balance is still inaccessible. I am requesting either restoration of access to withdraw the remaining funds or release of the {$20.00} balance via an alternative method ( such as bank transfer or mailed check ) and closure of the account.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 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: Chime Financial Inc
State: NJ

Complaint narrative:
Claim ID : XXXX Amount : {$5600.00} I am submitting this complaint regarding unauthorized transactions made on my Chime debit account. On XX/XX/year>, I discovered that a total of {$5600.00} was withdrawn from my account without my knowledge or authorization. These transactions were not made or approved by me, and I did not provide my debit card information or account access to any third party. Upon noticing the unauthorized activity, I immediately contacted Chime to report the fraud and requested a full investigation and reimbursement. Despite my prompt reporting and cooperation, I have not received a resolution, and my claim appears to have been closed without a proper explanation or refund. These unauthorized withdrawals have caused significant financial hardship. I am requesting a full review of my case, a detailed explanation of the findings, and immediate reimbursement of the stolen funds.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I booked a hotel through XXXX. When I got to the hotel and paid the remainder of the money that needed to be paid I went to the room in the hotel did not match the pictures. It was dirty and it was totally unacceptable. I went back to the front desk and told them that I wanted a refund. They told me that I would have to go through XXXX in order to get the refund since thats who I booked through. I contacted Booking.com. They reached out to the hotel to request that the cancellation fee of {$190.00} be waived. They canceled my reservation and said that I will receive a refund back for the total amount subtracting the {$190.00} if the hotel did not waive the cancellation fee but I will get the remainder of my money back. The hotel does not respond back to any phone calls or any attempts to XXXX trying to contact them or the bank. I have provided documentation to the bank and Booking.com and both of them understand that I am due a refund, but I have not received a refund as of yet because of the hotel not responding back. I use my bank card to make this purchase and there has to be some sort of protection, but I dont really feel like that. The bank is doing anything to retrieve my 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 explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PINNACLE FINANCIAL PARTNERS, INC.
State: GA

Complaint narrative:
I am filing a complaint against Synovus Bank regarding the improper handling and return of funds totaling {$50000.00} and {$18000.00} from my closed checking account. On or around XX/XX/year>, Synovus debited my account in the amount of {$50000.00}, and {$18000.00} stating in a letter that they had returned the requested funds due to a collection claim related to an ACH deposit. These funds were NOT tax refunds. They were legitimate tax preparation fees paid to me through XXXX XXXX XXXX XXXX XXXX ( XXXX ). Synovus appears to have misclassified these funds, which may have directly contributed to their improper handling and return. Synovus has failed to clearly explain : Who specifically requested the return of these funds The exact destination of the returned funds ( IRS, XXXX, or another entity ) The ACH trace number or documentation confirming where the money was sent Why legitimate business income ( preparer fees ) was treated as a reclaimable or returnable tax-related deposit I was verbally told the funds were sent to the U.S. Department of Treasury/IRS . However, the written explanation references a collection claim and returned ACH funds, which is inconsistent and has left me unable to locate or recover my money. This lack of transparency, combined with the apparent misclassification of funds, has caused significant financial harm. I am requesting : Full ACH trace details, including trace number and receiving institution Written confirmation of the party that requested the return A clear explanation of why these preparer fee funds were reversed Immediate assistance in recovering my funds or correcting any misrouting Due to the size of the transaction and conflicting explanations provided, I am requesting an expedited investigation. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Upstart Holdings, Inc.
State: IN

Complaint narrative:
I have paid all payments as agreed in the payment schedule through direct withdrawal along with all latest. My loan was scheduled to end on XX/XX/year> to satisfy a 60 month loan. However an additional payment of {$83.00} for acurred interest was added on XX/XX/year> and I paid it on XXXX XXXX. I made the installment payment of XXXX on XX/XX/year> but the summary showed a balance of XXXX but I paid XXXX which the last installment I'm now getting emails stating I owe a payment of XXXX for XXXX payment. For the last 3 months of loan, upstart has added additional fees of " accused interest '' and the principal balance has not been updated to reflex all payments. I demanded they release me from this loan as I have satisfied all payment made within the payment schedule.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: U.S. BANCORP
State: AZ

Complaint narrative:
U.S bank decided to close my checking account because a check was returned due to no signature on it. I was trying to deposit my fathers life insurance money I had received after his passing and in the stress of everything forgot to sign the front of the check. This happened early to mid XXXX. Probably around XX/XX/XXXX. That same day that I got the notification of return I called up the life insurance company to see why it returned and they let me know about the signature. That same day I got the notification I wrote another check and deposited it with U.S bank. Then the next day my debit card and bank account stop working. I call U.S bank and they tell me that my account is on hold for closure and the accounts will be closed on XX/XX/XXXX. Almost a month later. They let me deposit the check first before they cut off access to my account so they could hold the money. Then they actually posted the check to the account not even a week later. Fast forward to the XXXX of XXXX my savings account was closed but my checking account wasnt so I call them about it and they said it may take a couple extra days so just wait. The checking account was closed the next day on the XXXX and I called to ask if there was anyway to get the checks for the balances either mailed with tracking or if I could pick up a check at a branch instead since I didnt want almost XXXX going through the usps mail. They told me no and that the only way would be to have it mailed so I said ok I will wait. I then received the checks and deposited them the next week on XX/XX/XXXX. The savings check with the smaller balance was accepted no problems but a couple days later the one for my checking accounts balance is returned because a stop payment was put on that check. I call U.S bank and they say that a stop payment was put on it because I requested for me to be able to pick it up in branch but it never was so they sent another check on the XXXX. I spoke with multiple supervisors and their complaints team and they all just kept blaming me and saying that I requested it so thats why they did it. Even though they told me its not possible to be done so I told them I will wait for it to arrive. Now to current time almost two months later I still do not have my money with no check that has shown up for this 2nd check that they supposedly sent to my address. Meanwhile they continue to make money off that money but refuse to do anything to make sure that I get my money ASAP even though I should have had it already but they made a mistake and wanted to blame me for it. They have put me in multiple rough spots and Ive gotten multiple late fees and charges for returned nsfs that were caused by these issues and they just go were not liable for these so we wont help or reimburse

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 2026-05-04 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: ENCORE CAPITAL GROUP INC.
State: GA

Complaint narrative:
The original account with XXXX XXXX XXXX was opened on XX/XX/XXXX and the credit limit on the account changed over time. However, the balance currently being reported by Midland Credit Management in the amount of {$430.00} is not supported by any itemized accounting, payment history, or contractual documentation explaining how this amount was calculated. Additionally, Midland Credit Management is reporting a date opened of XX/XX/XXXX, which does not reflect the origination of any new credit obligation, but rather appears to be the internal transfer or purchase of an older account, which is misleading and inaccurate. I did not open any account with Midland Credit Management, nor did I enter into any agreement with this company. This date appears to reflect the internal transfer or acquisition of the account, not the origination of any consumer obligation. Reporting this as a newly opened account creates a false impression of recent credit activity and is inconsistent with the original account history from XXXX XXXX Bank. This further demonstrates that the account is being reported in a misleading and inaccurate manner, in violation of the Fair Credit Reporting Acts requirement for maximum possible accuracy. Further, the same underlying debt is being reported under both XXXX XXXX XXXX and Midland Credit Management , resulting in duplicate negative impact on my credit file. Although the XXXX XXXX XXXX accounts reflects a {$0.00} balance, it continues to report derogatory payment history, while Midland Credit Management is simultaneously reporting an active collection for the same debt. Additionally, the account Is being reported under two different account numbers between XXXX XXXX XXXX and Midland Credit Management XXXX The original account number associated with XXXX XXXX XXXX does not match the account number being reported by Midland Credit Management XXXX This creates uncertainty as to whether the same debt is being accurately reported or if multiple accounts are being improperly attributed. This discrepancy prevents proper verification of the account and raises serious concerns regarding the accuracy and traceability of the reported debt. Without a clear and consistent account identifier linking the original creditor to the debt buyer, this account can not be considered verifiable under the Fair Credit Reporting Act. This creates a misleading and duplicative representation of a single obligation, causing disproportionate harm to my credit profile. Combined with inconsistencies in payment history and balance reporting, this account is inaccurate, misleading, and unverifiable under the Fair Credit Reporting Act.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Ocwen Financial Corporation
State: PA

Complaint narrative:
Complaint against : Onity Mortgage Corporation ( formerly PHH Mortgage ) Account # : XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, PA I am submitting this complaint regarding improper mortgage servicing, inaccurate delinquency reporting, and failure to properly respond to repeated requests for information. My account is currently shown as being in a Temporary Loss Mitigation Program with a reduced payment of {$910.00} due XX/XX/XXXX. However, the same statement asserts that my account became delinquent as of XX/XX/XXXX and that I am approximately 351 days delinquent with a total past due amount exceeding {$16000.00}. This is the central issue of my complaint. The loan modification associated with this account was not approved until XX/XX/XXXX. Despite this, the servicer is asserting a delinquency beginning XX/XX/XXXX, XXXXprior to the modification approval and during the time I was in active loss mitigation. During this period, I was either instructed not to make payments or was not permitted to make standard contractual payments. The servicer is therefore simultaneously : * Treating my account as fully delinquent beginning XX/XX/XXXX * Placing me in an active loss mitigation program with reduced payments * Adding fees and referring the account to an attorney for foreclosure-related activity This creates a material inconsistency in account servicing and suggests that the delinquency timeline has been improperly backdated and does not reflect the actual status of the account. Additionally, I have requested clarification and documentation regarding these issues on a recurring basis for approximately eight months. Despite these repeated requests, I have not received a complete or substantive response and have instead experienced delays and incomplete information. Other issues include : * Assessment of attorney and inspection fees during active loss mitigation * Escrow account discrepancies, including a significantly negative escrow balance * Inconsistent calculation of total amount due

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 2026-05-04 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Continental Services Group, Inc. d/b/a ConServe
State: NY

Complaint narrative:
XX/XX/year> I was incarcerated and sent back to prison in South Dakota department of corrections. I served 8 months on a parole violation. During this time I was a victim of identity theft. My checking account was overdrawn and the fees and late charges accumulated also my credit card was maxed out

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
I was recently granted the opportunity to catch up with my mortgage payments. I am not able to use the Shell Point Mortgage payment portal, so it has been extremely difficult. Trying to make this happen. I finally did bill pay through my bank. Per my attorney 's suggestion Shell Point has not responded to any of my emails phone calls or requests to make this work.

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