vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I had a Capital One credit card with a {$10000.00} credit line, which I maintained in perfect standing. The account was unexpectedly closed due to verification/compliance issues.

Initially, I submitted verification documentation that did not include my SSN. Once notified, I promptly provided a completed W-9 with my SSN. Despite full compliance and no credit risk, Capital One permanently closed the account.

This closure reduced my available credit, negatively impacting my credit utilization and credit score. It also caused significant frustration and loss of trust in Capital Ones service.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: BMO BANK NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I am writing to formally file a complaint against BMO Bank regarding what I believe to be false and misleading advertising related to their new checking account promotion offering a {$400.00} cash bonus. 

BMO Bank advertised a promotion stating that new customers would receive a {$400.00} bonus after opening a qualifying checking account and depositing at least {$4000.00} within 90 days of account opening. I relied on these advertised terms when deciding to open the account and move funds into BMO. 

I successfully met all stated requirements of the promotion. Specifically, I deposited more than {$4000.00} into the account within the required XXXX period, fully complying with the published terms and conditions of the offer. Despite meeting these requirements, I never received the promised {$400.00} bonus. 

I contacted BMO Bank to inquire about the missing bonus, but the issue was not resolved, and I was not provided with a clear or satisfactory explanation as to why the promotional bonus was withheld. As a result, I feel deceived and misled, as I would not have opened this account or transferred these funds had the advertised bonus not been offered. 

This situation appears to be a case of false advertising or failure to honor disclosed promotional terms, which caused me financial inconvenience and a loss of trust in the institution. I believe this practice may affect other consumers as well.

I respectfully request that the Consumer Financial Protection Bureau review this matter and assist in ensuring that BMO Bank complies with its advertised promotions or provides appropriate remediation. 

Thank you for your time and attention to this matter. 

Sincerely, 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 2026-01-09 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: CA

Complaint narrative:
I am filing a complaint against MOHELA for multiple unresolved servicing errors. These include MOHELAs failure to issue a refund I requested in XX/XX/year> and the reporting of an incorrect {$12.00} pastdue balance. MOHELA has now informed me that my refund request was rejected because of this incorrect balance, meaning their own servicing error is preventing the refund from being processed. 
During the XXXX litigation period, my loans were placed into an administrative forbearance. While this forbearance was active, I made a {$430.00} payment, not realizing that payments made during this period would not count toward Public Service Loan Forgiveness ( PSLF ). Once I learned this, I contacted MOHELA and requested a refund. 
I formally requested this refund in XX/XX/year>. Since then, MOHELA has not issued the refund, has not provided any written communication, and has not offered any explanation or timeline. I have contacted MOHELA multiple times by phone, and each time I was told the matter would be escalated, yet no progress has been made. 
MOHELA is also reporting a pastdue balance of {$12.00} on my account. This amount is incorrect because my loans were in administrative forbearance during the period in question. Despite multiple calls, this error has not been corrected. MOHELA has now stated that the refund can not be processed because of this incorrect balance, which they created and have failed to fix for nearly a year. 
I want to emphasize that I am not willing to accept another statement that this issue takes 30 to 90 business days. That timeframe has already passed multiple times, and MOHELA has acknowledged that the refund was rejected due to an incorrect balance that MOHELA created. This is not a processing delay ; it is a servicing error that requires immediate correction. 
Because MOHELA has withheld my refund for nearly a year due to their own servicing error, I am requesting that the CFPB require MOHELA to provide any appropriate monetary relief or account adjustment necessary to make me financially whole for the delay. 
I am requesting the CFPBs assistance in requiring MOHELA to correct the inaccurate {$12.00} balance, issue the {$430.00} refund, and provide written confirmation of both corrections. I also request an explanation for the prolonged delay and confirmation that my PSLF progress has not been negatively affected.

Company response to consumer: Untimely response
Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: JPMORGAN CHASE & CO.
State: WI

Complaint narrative:
On XX/XX/year>, I contacted JPMorgan Chase to begin the mortgage assumption process following my divorce. As part of the divorce agreement, I was awarded sole ownership of the home, contingent upon removing my former spouse from the mortgage through a formal assumption. 
I submitted my application to initiate the assumption on XX/XX/year>. Since then, I have provided every document Chase has requested, often on the same day the request was made. 
Despite my consistent responsiveness, Chase has been unable to provide any timeline for completing the assumption. Since XX/XX/year>, I have had approximately XXXX interactions with Chaseeither responding to additional document requests or calling to verify the status of my application and confirm that all required materials were received. 

Chase has pulled my credit report twice during this process. I have escalated the matter internally XXXX times, yet I still have no resolution or estimated completion date. The only explanation I am repeatedly given is that Chase is experiencing a high volume of assumption requests, causing extended processing times, and that management is aware and working on a solution. I am continually told to be patient. 
There are no issues with my ability to assume the mortgage independently. My mortgage is paid several months ahead, and my financial qualifications meet the requirements without my former spouses income. 

After more than XXXX months, I still have no answers from Chase regarding the status of my assumption or when it will be finalized. Research into mortgage assumptions at other financial institutions indicates a typical processing time of XXXX  days. 
I have also reviewed numerous similar complaints in the CFPB database, suggesting this is a widespread and ongoing issue specific to Chase.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Credit denial
Company: American Credit Acceptance, LLC
State: VA

Complaint narrative:
Between XXXX and XXXX of XXXX, American Credit Acceptance had me go through a ton of hoops to get my credit approved on a loan for a vehicle. I had to have my employer call them to provide my employment status, I had to provide 3 months of bank statements, a recent pay stub, and a bunch of other paperwork to be able to try and get approved just for them to turn around and deny it based on a recent reduction in hours due to an illness, which is, in fact, illegal.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
Bank of America acquired XXXXXXXX XXXX XXXX XXXX. The XXXX XXXX  employee was complict with my ex wife in allowing ex wife to receive my money. The bank account was setup as a XXXX  trust account. The employee should have known that any spouse alone can't close account or make withdraws of funds without the spouse being present with other in bank. That is how XXXX trust is setup. I don't have a copy of savings book because wife has it in possession.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: CAINE & WEINER COMPANY, INC.
State: IL

Complaint narrative:
CAINE WEINER is falsely reporting on my credit. I have never had any accounts with them. Per my research CAINE WEINER is a debt collector. They are falsely reporting on my credit!! Account number is # XXXX 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 2026-01-09 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am disputing {$690.00} in charges on a prepaid XXXX card issued by Fifth Third Bank. I submitted a formal dispute by email on XX/XX/XXXX, and when I called the next day the company confirmed the dispute was received. 
Dieting that call, I was told that no action would be taken for up to XXXX business days. I was refused access to a supervisor, refused information about how to file a complaint, and the representative ended the call. 
I believe this is an unreasonable delay and improper handling of a dispute. I am requesting provisional credit and a good-faith investigation consistent with consumer protection requirements. 

Additionally, this prepaid card was issued as part of a clinical trial, and I was explicitly told by the customer service representative at [ XXXX ] to go back to the research facility instead of assisting me. This is clearly just an attempt to give me the runaround and avoid resolving the dispute properly.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Confusing or missing disclosures — 
Company: Payward Ventures Inc. dba Kraken
State: MN

Complaint narrative:
I am submitting this complaint regarding a misleading promotional disclosure during an XXXX  transfer into Kraken XXXX XXXX. 

While initiating an inbound XXXX transfer, Krakens transfer flow stated, We will reimburse the transfer fee your other brokerage may charge, without disclosing any eligibility threshold or limitation at that point in the process. The {$1000.00} minimum transfer requirement for reimbursement was not presented proximate to that statement and was only available through linked disclosures accessed later in the flow. 

I relied on the on-screen representation when proceeding with the transfer. Had the eligibility threshold been clearly disclosed at the time the reimbursement claim was presented, I would not have completed the transfer. As a result, I incurred a {$100.00} XXXX  fee charged by my prior broker that Kraken declined to reimburse. 

Kraken has acknowledged my concern and confirmed in writing that reimbursement was denied because the transfer amount did not meet the {$1000.00} threshold, while asserting that the condition was disclosed via linked materials. I believe the omission of a material eligibility condition from the reimbursement claim at the point of transaction is misleading and not consistent with fair and balanced communication standards. 

Supporting screenshots, fee documentation, and Krakens written response are attached.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Frequent or repeated calls
Company: Firstsource Business Process Services, LLC
State: OH

Complaint narrative:
Told them I owed NO debt to anyone - senior citizens

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
On XXXX I went inside my local branch of Truist bank which is in XXXXXXXX XXXX I kindly asked for XXXX pennies in exchange for the {$5.00} bill I had in my wallet. The teller then asked me what I was going to be using the pennies for which I replied I am working on a science project with my daughter that requires a large number of pennies. She said oh Im sorry if youre not using it for a business purpose then we can not give them to you. All of the pennies that we have we are keeping for our business clients only. I requested to see the policy regarding them and she told me that it wasnt for me to see it was just something they had to do right now because of the shortage of pennies and asked if I wanted to speak to the manager and I said yes please. The manager was on the phone at the time saw I waited XXXX minutes for her to get off of the phone and come over and tell me the exact same thing. The manager said yes we have pennies available however they are only available for our business clients. I argued with her but she stood firm. This does not sound right to me. If the pennies are still in circulation then they should be available to anyone who banks with the bank and not just business clients. So once again this is not an issue of availability. The manager told me she had the pennies- she just did not want to give them to me because my reason for using them was not an approved reason.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: CO

Complaint narrative:
Company : Synchrony Bank Product : Credit Card Issue : Improper fees/ payment processing delay I submitted an electronic payment to my Synchrony Bank credit card account in good faith. Synchrony Banks stated policy indicates that electronic payments are processed within 48 hours. However, my payment was not processed until approximately eight ( 8 ) days after submission. 

Because of this delay which was entirely outside of my control Synchrony Bank assessed a {$30.00} returned payment fee and required an additional deposit on my account. The payment was authorized and submitted correctly, and there were sufficient funds available at the time the payment was scheduled to process. 

The returned payment and resulting fees occurred solely because Synchrony Bank failed to process the payment within its own stated timeframe. 

Why this is a problem I met my obligation by submitting payment on time and in accordance with Synchrony Banks policies. Charging me a returned payment fee and imposing a deposit requirement due to the banks internal processing delay is unfair, misleading, and inconsistent with their disclosed payment processing policy. 

I should not be financially penalized for delays caused by Synchrony Bank.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: SOFI TECHNOLOGIES, INC.
State: VA

Complaint narrative:
Complaint Against SoFi Bank, N.A.

I am submitting this complaint regarding serious issues with SoFi Bank, N.A. related to the improper closure of my account and their continued failure to return my funds in the amount of {$940.00} USD.

SoFi closed my account without properly resolving my remaining balance. After the account closure, I was informed that my remaining funds would be mailed to me via check. I was forced to wait approximately four months to receive this check.

When I finally received the check, it turned out to be invalid and fraudulent in nature, as it was issued from an account with a zero balance. As a result, the check could not be negotiated, and I was left without access to my money.

After contacting SoFi to report this issue, they sent a second check, which resulted in the exact same problem the check was again drawn from an account with insufficient or zero funds and could not be processed.

I contacted SoFi again and escalated the issue to a manager. I was explicitly told that I would receive a follow-up and resolution within 2448 hours. It has now been over a week, and I have received no communication, no resolution, and no repayment.

At this point : My account has been closed I have waited months for my money I have received two unusable checks I have been given false assurances of follow-up SoFi still owes me {$940.00} USD This situation has caused significant financial stress and inconvenience. SoFis handling of this matter demonstrates a failure to properly safeguard customer funds, issue valid disbursements, and communicate in good faith.

Resolution Requested I am requesting that SoFi : Immediately remit the full amount owed to me ( {$940.00} USD ) via a verifiable and valid payment method ( such as a cashiers check or electronic transfer ).

Provide a written explanation for why invalid checks were issued twice.

Ensure no negative reporting or further harm results from this prolonged mishandling of my funds.

I appreciate the CFPBs assistance in helping resolve this matter, as my attempts to resolve it directly with SoFi have been unsuccessful.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Account opened without my consent or knowledge
Company: JPMORGAN CHASE & CO.
State: MN

Complaint narrative:
Company : JPMorgan Chase Bank , N.A . ( Chase ) Issue type : Identity theft / Fraud ; Unauthorized account I am submitting this complaint regarding JPMorgan Chase Bank , N.A . ( Chase ) for identity theft/fraud.

Unauthorized account opened under my name I discovered that one or more bank accounts were opened with Chase in my name without my knowledge or authorization. I have never authorized Chase to open any account ( s ) under my name associated with this activity. This is identity theft and fraud. 

2020 identity theft/fraud previously reported and documented In 2020, multiple Chase accounts ( including checking accounts and credit cards ) were opened in my name without my authorization. Those accounts were tied to a profile that did not match my correct identity information and did not reflect my legitimate customer profile. I reported the accounts to Chase as identity theft/fraud and provided all requested documentation, including an FTC identity theft report and a police report.

Chase investigated those accounts and, as I understand it, closed and/or reversed the fraudulent credit card accounts. I am attaching copies of my documentat
ion and Chase correspondence confirming the investigation and outcome ( s ).

Ongoing issue : Chase records still reflect fraudulent account activity under my name Despite my prior reports and documentation, Chases internal records still appear to include or reflect fraudulent accounts opened under my name and/or associate me with activity that was the result of identity theft. I am requesting that Chase treat this as an identity theft matter and fully correct its records. 

What I want Chase to do to resolve this I am requesting that Chase : identify and confirm all accounts opened fraudulently in my name ( including those from 2020 and any related accounts ), close any remaining fraudulent accounts and ensure I have no liability or responsibility for any such accounts or activity, permanently remove, correct, or segregate any fraudulent/identity theft account information from my consumer profile, provide written confirmation that the accounts were unauthorized/identity theft and that Chase has corrected its internal records, and provide a written summary of the actions taken ( accounts identified, closure status, and record corrections ). 

Supporting documents ( Attachments ) FTC Identity Theft Report Police Report Chase letters/correspondence confirming investigation completion and outcomes for the 2020 fraud

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Prepaid card — Gift card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Google Compare Credit Cards Inc.
State: CO

Complaint narrative:
XXXX XXXX will not let me use my XXXX XXXX XXXX. I've been asked to verify my identity via drives license. They have put everything thing into XXXX  wallet and due to an unverified debit card the suspended my account. Now I can't do anything. Use gift card or points I've earned. This started XX/XX/year>. Weekly chats with XXXX no help. Many hours trying to get help and I'm still stuck.

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