vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-02-18 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: TD BANK US HOLDING COMPANY
State: NC

Complaint narrative:
I am submitting this complaint regarding TD Banks handling of my construction loan forbearance, deferment application, and the resulting credit reporting. 

My property was damaged during Hurricane Helene, and I entered a forbearance plan based on TD Banks guidance. Due to repair uncertainties, I required the full XXXX  months of forbearance and complied with TD Banks requirement to call every XXXX months to extend the arrangement. At no point was it communicated that I would need to apply for a deferment to move unpaid payments to the end of the loan ; this requirement was only explained after the process was underway. 

At the conclusion of the forbearance in XXXX : I was told I would receive a letter with instructions to apply for deferment, My credit would remain protected during the review, A decision would be provided within approximately XXXX  days, I submitted the deferment application promptly. 

However : No decision was provided within the stated timeframe, After approximately XXXX days, I received only an acknowledgment that my application was under review, I have still received no decision. 

During this delay, my account was reported XXXX  days late, causing my XXXX XXXX to drop roughly XXXX points. 

This credit impact has had tangible consequences for my business. I acquire, renovate, and resell distressed properties, which requires maintaining strong credit to access financing and execute projects. The reported delinquency has directly affected operations and opportunities. 

About XXXX weeks ago, I was informed for the first time that I may be ineligible for deferment because the property is not my primary residence. This contradicts guidance provided over the prior XXXX to XXXX months. Other borrowers in similar circumstances in my neighborhood were granted deferment months earlier. Based on prior communications and consistent application of TD Banks policies, my expectation is that deferment will be applied in my case. 

I have acted in good faith throughout the process, including voluntarily making payments in XXXX and XXXX and repeatedly communicating my intent to maintain a constructive relationship with the bank. Despite this, I still have not received clarity on deferment while my credit has been harmed. 

Requested Resolution : Written explanation of how my forbearance and deferment application were handled, Confirmation that deferment will be applied consistent with prior communications, Review and correction of the negative credit reporting associated with this situation, Written confirmation of any updates made with credit bureaus. 

I respectfully request that the CFPB investigate TD Banks handling of this matter and ensure my credit report reflects accurate and timely information.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-02-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: REGIONS FINANCIAL CORPORATION
State: TN

Complaint narrative:
Consumer : XXXX XXXX XXXX XXXX : Regions Bank Transaction Amount : {$1300.00} ( Rent Payment ) Date of Original Transaction : [ XX/XX/year> ] Description of Problem Regions Bank has incorrectly processed a dispute for an authorized transaction despite my explicit verbal and written instructions to exclude it. The transaction in questiona rent payment of $ XXXXwas legitimate and authorized by me. 
Due to a processing error by the bank, this amount was included in a broader dispute claim. I have contacted Regions Bank multiple times via telephone to request a reversal of the provisional credit to ensure my landlord receives their funds. Despite being assigned multiple ticket numbers, the bank has now informed me that their decision is " final '' and they will not reverse the credit. 
Impact of Error By refusing to reverse this unauthorized dispute, Regions Bank is : XXXX. Withholding funds from a legitimate merchant ( my landlord ) against the account holder 's wishes. 
XXXX. Endangering my housing security by creating an artificial " chargeback '' situation, which places me in violation of my lease agreement. 
XXXX. Failing to follow XXXX XXXX XXXX guidelines regarding the correction of billing errors and customer-reported mistakes. 
Desired Resolution I request that Regions Bank immediately reverse the provisional credit of {$1300.00} and settle the funds with the original merchant ( landlord ) as an authorized transaction. I also request a formal letter of apology or an explanation that I can provide to my landlord to prove this was a banking error and not an intentional act of non-payment.

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 2026-02-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
About XXXX weeks ago, I opened American Express complaint XXXX related to purchase protection claim XXXX. However, every time I have called American Express to get an update, they refuse to give an update or to resolve it. I have provided them all the information they asked for to process the claim but there has been no resolution. I also tried e-mailing them but they did not want to provide an update nor a resolution date.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing — 
Company: Paypal Holdings, Inc
State: DC

Complaint narrative:
PayPal offered a promotion advertising 20 % cashback on all purchases up to {$250.00}, which influenced me to make XXXX Buy Now, Pay Later transactions during the promotional period. I made these purchases from XX/XX/year> to XX/XX/year>, totaling {$1200.00}. After the promotion ended, PayPal initially stated the cashback would only apply to XXXX transaction, and now they are refusing to issue any rewards at all, claiming my activity was flagged under a vague risk-based approach. They have not identified any specific violation of the Rewards Program Agreement or Acceptable Use Policy, nor have they provided documentation showing that I was ineligible. My purchases were legitimate and made in good faith reliance on the promotion as presented to me. I am concerned that PayPal is retroactively denying earned rewards without clear justification or notice.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Our family credit card had fraud on it, so we had to change our credit card number. During this process we also learned that XXXX rewards points were used from our account, which is fraudulent since we never use shop with points from XXXX nor can we see any of the purchases made. We let Chase know on XX/XX/year> and they asked us to send XXXX XXXX, which show XXXX purchases made on XX/XX/year>, the day the points were used. 

We received a letter today, dated XX/XX/year> that our claim was denied and that we were responsible for the rewards points used. This seems unlawful and now filing an official complaint, as it seems that little to no due diligence was performed to indicate that fraud occurred. Also, we dont know how to prevent future fraud from occurring, especially from our rewards points.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-02-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: Westlake Services, LLC
State: MS

Complaint narrative:
I am filing this complaint regarding serious mishandling of my vehicle repossession and payoff by XXXX XXXX and their contracted repossession vendor, XXXX XXXX XXXX. 

My vehicle is a XXXX XXXX XXXX. 

Timeline of events : On XX/XX/XXXX, my vehicle was repossessed by XXXX XXXX XXXX on behalf of XXXX XXXX. 

On XX/XX/XXXX, at approximately XXXX PM, I paid the FULL repossession fees and balance to reinstate the vehicle using my debit card directly through XXXX XXXX. This was not a partial payment. This was a full payoff to redeem my vehicle. 

XXXX XXXX confirmed receipt of my payoff and informed me they would send a release authorization to their repossession vendor, XXXX XXXX XXXX, and provided me with instructions to schedule an appointment to retrieve my vehicle. 

However, every attempt to schedule an appointment was denied through the automated system. There was no phone number to reach a live person at XXXX XXXX XXXX. I called XXXX XXXX XXXX for assistance and was repeatedly told to wait and keep trying. 

I was given conflicting explanations by different representatives, including : XXXX had to clear XXXX needed management review XXXX needed multiple approvals XXXX delays Despite paying my vehicle fees in full, I was unable to retrieve my vehicle. 

On XX/XX/XXXX, I was informed by XXXX XXXX that my vehicle had been transported to XXXX XXXX auction facility in Mt. XXXX, Tennessee, approximately XXXX hours away from my residence. 

This transfer occurred AFTER I paid my vehicle in full and AFTER XXXX XXXX sent the release authorization. 

I was never notified that my vehicle would be moved. 

This has caused significant hardship, stress, inconvenience, and financial burden. 

I paid my vehicle off in good faith to redeem it, yet I was denied access to my property and my vehicle was moved farther away, making retrieval significantly more difficult. 

I believe XXXX XXXX and their agent, XXXX XXXX XXXX, failed to properly handle my redemption and failed to make my vehicle reasonably available after payoff. 

I am requesting the following resolution : Immediate confirmation of my vehicle release status Assistance with transporting my vehicle back to my local area OR reimbursement of all travel expenses Written confirmation that my account is paid in full and closed properly Removal of any negative credit reporting associated with this repossession since the account was paid in full Compensation for the inconvenience and hardship caused I acted in good faith and paid my vehicle off in full promptly. I should not be penalized due to the failure and negligence of XXXX XXXX or their third-party vendor. 

I request immediate investigation and resolution. 

Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 00:00:00
Product: Mortgage — Conventional home 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: Selene Holdings LLC
State: CA

Complaint narrative:
To whom it may concern, I am submitting this complaint regarding my mortgage servicer, Selene Finance handling of my loan and the initiation of foreclosure proceedings without clear or proper notice. 
On or about XX/XX/XXXX I was informed for the first time that my loan had been placed into active foreclosure, reportedly beginning approximately XXXX days prior. This was the first time I was made aware that foreclosure proceedings had started. On XX/XX/XXXX I submitted a loan assistance form and I learned today from a customer service representative today XX/XX/XXXX that Selene Finance never opened the application. Nor did they communicate their decision. 
I did not receive clear, timely, or adequate written notice that my loan was being referred to foreclosure, nor was I given a meaningful opportunity to cure the default or understand my options before this action was taken. 
This lack of notice has caused significant harm and distress, especially because I am actively trying to avoid foreclosure and pursue a sale or loss-mitigation options. Had I been properly informed, I would have acted immediately to address the issue. 

I am asking Selene Finance for a full written explanation of how and when the foreclosure was initiated and immediate clarification of my options to stop foreclosure while I pursue resolution. 
Thank you for your assistance in this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: Guild Holdings Company
State: MO

Complaint narrative:
Denied on closing day, then a week later, then XXXX weeks later

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Every month I received a Mortgage statement from Shellpoint mortgage servicing company. In XX/XX/year> I cancelled my auto payment. In XXXX I received a letter from Shellpoint acknowledging my request. No further correspondence was received. 
In XXXX I called Shellpoint and requested Mortgage Statements resume as they previously were. 
No statements ever arrived. I made XXXX different phone calls. Phone calls started XXXX XXXX, XXXX and XXXX and even spoke to a XXXX to follow up on where statements were.Still to date no Mortgage statements have arrived to my address. 
Other correspondence from Shellpoint has arrived to my home regarding delinquent payment without issue! 
Please reach out to this Company on my behalf as I have gotten 'No cooperation from any of their representatives. 
Thank you for your attention in this matter Regards, XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 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: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
American Express opened investigation on XX/XX/XXXX due to loss of my cards ( XXXX, XXXX ) and then they sent me message, they had rejected my requests. I didn't use card since XX/XX/XXXX when was stolen ( I have police report )

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-02-18 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: Affirm Holdings, Inc
State: FL

Complaint narrative:
I took out an installment loan with a payment due on XX/XX/XXXX. Due to unexpected vehicle repairs I was unable to make this payment. I received multiple emails from affirm andXX/XX/XXXXadvising the loan needs to be paid off on or before XX/XX/XXXX, however when I reached out to affirm to make arrangements or make the payment at XXXX EST on XX/XX/XXXX they advised it has already been prematurely charged off in direct contrast to their debt collection communications to me and that they are unable to reverse this.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: FAIR COLLECTIONS & OUTSOURCING, INC.
State: NY

Complaint narrative:
I am filing a formal rebuttal to Fair Collections and Outsourcing ( FCO ) regarding their response dated XX/XX/year> for Account XXXX XXXXXXXX. FCOs response is a direct violation of New York General Business Law Article XXXX ( Coerced Debt ) and FCRA XXXX. 

I am a survivor of domestic violence and economic abuse. I have already provided FCO with " Adequate Documentation '' as defined by XXXX XXXX XXXXXXXX, which includes : A Federal Trade Commission ( FTC ) Identity Theft Report specifically identifying this debt as coerced/fraudulent. 

A sworn affidavit and a copy of my passport. 

Under XXXX XXXXXXXX XXXX, once this documentation is provided, a creditor or debt collector MUST immediately cease collection activity. FCOs demand for " proof of residency '' and " notice to vacate '' is a a bad-faith attempt to obstruct my privacy rights as a survivor and expose my home address. NY law explicitly states that an FTC report is sufficient ; FCO does not have the legal authority to require additional lease-related documents that may put a domestic violence survivor at risk or which they may not possess due to the nature of the abuse. 

Furthermore, FCOs claim that they " deny allegations '' because they " have not spoken to anyone by phone '' is legally irrelevant and constitutes a failure to conduct a reasonable investigation under FCRA XXXX ( b ). Their refusal to acknowledge the legally mandated protections for coerced debt survivors constitutes ongoing domestic violence survivor harassment and a willful violation of state and federal consumer protections.

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 2026-02-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: FinCo Services Inc DBA Current
State: TX

Complaint narrative:
What happened? On XX/XX/year>, I was the victim of a sophisticated " Government Impersonation Scam. '' A perpetrator impersonating a law enforcement official used high-pressure tactics XXXX  criminal coercion XXXX  induce me into sending {$890.00} via the Current app XXXX  an individual identified as XXXX XXXX XXXX XXXX ID : XXXX ). 

I am filing this complaint because Current ( XXXX XXXX ) has denied my dispute based on " account compromise '' ( hacking ), which is not the issue. I am asserting that Current failed in its " Know Your Customer '' ( XXXX ) XXXX anti-fraud obligations by allowing a fraudulent account ( XXXX XXXX ) XXXX  operate as a " XXXX XXXX XXXX' on their platform. 

Despite being provided with a Federal Trade Commission ( FTC ) Report XXXX XXXX  a local police report, Current has refused XXXX  investigate the recipient or reverse the transaction. This middle-of-the-night transaction ( XXXX AM ) was completely inconsistent with my financial history XXXX should have been flagged by Currents security protocols. Currents refusal XXXX  act after the criminal recipient was identified constitutes a failure XXXX  protect consumers from known fraudulent activities.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
About XX/XX/XXXX months ago, American Express opened complaint XXXX in order to get purchase protection claim XXXX resolved. I then provided them the receipts and statements they asked for in order to get the complaint resolved and they confirmed that they received. However, today when I called to get an update, the agent said that they are refusing to resolve the complaint without any reason nor explanation.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-18 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Struggling to pay your loan — 
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: MD

Complaint narrative:
In XX/XX/year>2025 I was behind on my payments by almost XXXX months. I called NMAC to make a payment because the app that I normally make my payments from would not allow me to process XXXX month payment it was requiring me to make XXXX months payments. At the time of processing my {$800.00} payment, the associate asked when I would be making the remainder of my payments. I told him by XX/XX/year>2025, the next due date, I would be making the remaining XXXX payments to bring the account current. I received a payment confirmation email and believed everything was fine. On XX/XX/year>2025, I woke up to my car being missing. I reviewed my Ring camera and realized my car was repossessed. I immediately called NMAC and inquired why did they repossess my car when I was only XXXX  days late and told them on XX/XX/year>2025 I would pay the remaining balance due. The representative explained that my XXXX payment was not processed because they could not find the account. I explained that it was the same account that I always used. He said it was a user error. I asked why I didn't receive any notice stating that my payment was returned. He replied they don't have to send that. I also inquired as to why I would be in repossession prior to XXXX days late and with me letting them know I was going to pay. Which he replied they could not contact me so it was placed in repossession on XX/XX/scrub> 2025. 
He then stated to get my car back I had to pay XXXX  months payment and a {$600.00} repossession fee, totaling over {$2500.00}. Iasked if the repossession fee could be wavied due to the illegal repossession and lack of notification. He denied the request. Due to me needing my car I paid the fee. Since then I have been looking for at each statement to see the fee applied and it do not show an itemized repossession fee. Since then they have been showing various miscellaneous fees that is not shown on the statement or itemized. 

I would like all fees assessed to my account refunded and removal of all credit reporting from this company due to their misleading practices.

Company response to consumer: Closed with explanation