vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Negative impact of inaccurate appraisal
Company: CrossCountry Mortgage LLC
State: UT

Complaint narrative:
I requested a Broker Price Opinion to remove my PMI. It cost {$150.00} and I had to go with their company ( if I wanted an appraisal it would have been {$650.00} since I had to go with their company yet again ), so I went with the more affordable option. The person came out and took photos of my home and property and I emailed them all of the home improvements I had made : landscaping ( it was all dirt before ) including sprinklers, a cement patio and fencing, an additional bedroom upstairs, adding an exterior entrance into the basement, adding a mother-in-laws apartment in the basement ( bedroom, bathroom, and kitchen and living space ), extending the driveway and adding an RV pad. All of these additions added up to well over {$90000.00}. Then the BPO came back and the appraiser said my house was XXXX bedrooms and XXXX baths although my home is XXXX bedrooms and XXXX baths. They also compared my home to other homes that were only XXXX bedrooms and had unfinished basements ( mine is finished into a mother-in-laws apartment ). Because of that, the appraisal came back too low to qualify to remove my PMI. That was back in XXXX and I've since been trying to refute the BPO, but have yet to actually speak to the PMI department. I've spoken to the customer service department on 4 different occasions and they're never able to send connect me to that department ( reasons being they're " on their lunch break ' or they're flat out unreachable ). I've also sent more than 5 emails to the department resolved mind you every month that goes by I am having to pay the PMI that should have been removed had the BPO been done correctly. On top of that they only give you 120 days to refute the BPO, but when you reach out, for some reason they are unreachable.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: CrossCountry Mortgage LLC
State: CA

Complaint narrative:
This is my issue with the calculation from the Mortgage Company. I want to keep my home but the Mortgage Company will not hear my plea to calculate my monthly bill. Dear Loss Mitigation Department, I am writing to formally request a reconsideration of my recently approved loan modification. While I appreciate the approval and the effort to assist, the modified payment does not accurately reflect my full financial situation and is not sustainable based on my actual monthly obligations. At the time of review, my qualification appears to have been based primarily on business income from my Profit & Loss statement. However, my total household financial picture includes significant ongoing expenses that were either not requested or not fully evaluated, including : Credit card obligations Vehicle payment Utilities, insurance, and essential living expenses Business-related operational costs beyond basic P & L figures When these real-world obligations are considered, the proposed modified mortgage payment exceeds what I can reasonably afford on a consistent basis. My goal is to successfully maintain this loan long-term. For that to happen, the payment must be aligned with my actual disposable income after necessary living and debt obligations. Without this, there is a high risk of re-default, which I am actively trying to avoid. I respectfully request the following : A full reassessment of my loan modification using a complete and accurate review of my household expenses Consideration of a reduced payment structure that aligns with affordability guidelines based on my true financial capacity Clear guidance on any additional documentation you need from me to support this request I am committed to working in good faith to resolve this and remain in my home. I am prepared to provide a detailed monthly expense breakdown and any supporting documentation immediately upon request. Thank you for your time and consideration. I look forward to your response and a workable solution. Sincerely, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a complaint regarding my banking experience with USAA. On XXXX XX/XX/year>, I applied for an auto loan using their mobile app. After submission, I was unexpectedly logged out of my account. USAAs system prompted me to provide photo ID verification, locking me out of my accounts. Despite providing my picture id, which was accepted by their website, and speaking with their fraud department and Customer Resolution Teams in USAAs security and customer service departments, they indicated I would be locked out for up to seven days. This has left me unable to access my funds, causing a significant inconvenience. Additionally, I was told by their security members resolution team that anytime I try to add a new product, such as a checking account or auto loan, it will trigger a fraud alert and lock me out of my accounts for up to 7 days. I have been a USAA member for over 20 years and recently retired from the XXXX. I was attempting to give them additional business by adding a new auto loan, only to be shut out of my account for days due to a poorly written code in their app. I now want to cancel all of my services with USAA as this lack of customer support is completely unacceptable and becoming the norm and not the exception when dealing with USAA. I believe this handling is unreasonable and will cause financial harm. I kindly request your assistance in ensuring USAA resolves this matter promptly, restores access, and reviews their practices to avoid such occurrences. Thank you for your attention.

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 2026-05-05 00:00:00
Product: Debt collection — I do not know
Issue: False statements or representation — Attempted to collect wrong amount
Company: I.C. System, Inc.
State: LA

Complaint narrative:
To Whom It May Concern : I am writing to formally dispute the validity of the alleged debt referenced above. This letter is sent pursuant to my rights under the Fair Debt Collection Practices Act ( FDCPA ), including but not limited to 15 U.S.C. 1692c and 1692g. Under 15 U.S.C. 1692c ( c ), you are hereby notified to cease all communication with me regarding this matter, except as permitted by law. Additionally, under 15 U.S.C. 1692g, I am requesting full validation of the alleged debt. Until such validation is provided, you must cease all collection activities. Please provide comprehensive documentation supporting your claim, including but not limited to : The full name and mailing address of the original creditor The name ( s ) of any subsequent owners of the debt, including assignment history The account number and date the debt was incurred A complete payment history, including all charges, payments, interest, and fees An itemized breakdown of the total amount claimed Copies of any signed agreements, contracts, or applications bearing my signature that establish liability Documentation showing that you are authorized to collect on this debt ( including any licensing information, if applicable ) Proof of your ownership of the debt or a valid assignment from the original creditor The date of last payment and the date of default Verification that the debt is within the applicable statute of limitations Documentation of any judgments, if applicable If you are reporting this debt to any credit reporting agency, please also provide verification of the information furnished, as required under applicable federal law. Be advised that failure to provide proper validation, or continued attempts to collect without such validation, may constitute violations of the FDCPA. Additionally, if this debt can not be validated, you are required to cease reporting it to any credit reporting agencies and request deletion of any related tradelines. Thank you for your prompt attention to this matter.

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 — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Fraud Claim ID XXXX Claim Amount {$10000.00} Claim Opened XX/XX/year> Bank of America is refusing to XXXX temporary credit despite it taking longer than XXXX business days. The claim was initially incorrectly rejected but I filed a police report and provided email proof from the merchant in question that proves ( XXXX ) I did not make these transactions. This new evidence was faxed from my local branch as requested. Now they are saying it could take XXXX days for a reconsideration claim to be completed. My account has been completely drained by these hackers and I need a temporary credit to survive whilst they investigate.

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 — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Possible Financial Inc
State: CA

Complaint narrative:
I am formally disputing the validity of the alleged collection and charge-off account being reported under my name. This letter serves as a request for full debt validation pursuant to the Fair Debt Collection Practices Act ( FDCPA ) 15 U.S.C. 1692g ( b ) and the Fair Credit Reporting Act ( FCRA ) 15 U.S.C. 1681i. I do not acknowledge this debt as valid. Before any further reporting, collection activity, or communication regarding this account continues, I am requesting that you provide the following : Verification of the debt, including the original signed contract or agreement bearing my signature. The complete payment history and itemized breakdown showing how the alleged balance was calculated. Proof of your legal authority to collect or report this debt, including a copy of any assignment or purchase agreement from the original creditor. The name, address, and contact information of the original creditor for proper verification.

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 — Trouble with how payments are being handled
Company: MOHELA
State: CA

Complaint narrative:
I am a qualifying class member under the XXXX XXXX XXXX settlement agreement. I attended XXXX XXXX a covered institution under this settlement. Under the terms of the agreement, I am entitled to a full refund of all payments made toward my Relevant Federal Student Loans, including loans that have been fully paid off. I have made multiple good-faith attempts to obtain this refund. When I contact MOHELA ( my loan servicer ), I am told to contact the Department of Education. When I contact the Department of Education, I am directed back to MOHELA. Neither party has taken responsibility for processing my refund, and I continue to receive forms directing me to the other party. This repeated redirection constitutes a failure to honor a legally binding federal court settlement. I am requesting that the CFPB intervene to ensure MOHELA processes my refund in accordance with the XXXX XXXX XXXXXXXX settlement terms and that I receive written confirmation of my refund amount and timeline. School Attended : XXXX XXXX XXXX XXXX XXXX MOHELA Settlement : XXXX XXXX XXXX

Company response to consumer: Untimely response
Consumer complaint received 2026-05-04 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: FL

Complaint narrative:
I am filing a complaint against Coinbase regarding unjustified restrictions on my ability to transfer my own cryptocurrency assets, resulting in significant financial harm. I hold approximately {$250000.00} in crypto assets on Coinbase. I initiated a transfer of these assets to XXXX in order to consolidate my holdings and participate in a time-sensitive 2.5 % transfer bonus ( ~ {$6000.00} ). On XX/XX/year>, my initial transfer failed due to XXXX requirement that destination addresses must be whitelisted for XXXX hours. I complied, added my own wallet address, and waited the required period. On XX/XX/year>, I attempted the transfer again. The transaction failed, and Coinbase imposed a {$5000.00} transfer limit on my account. That same day, I contacted Coinbase support and completed all requested security measures, including : - Full identity verification ( passport scan and live video with audio ) - A scam awareness questionnaire - Providing proof that the destination wallet belongs to me A support representative confirmed my case would be reviewed within XXXX hours. Case numbers provided : XXXX and XXXX. On XX/XX/year>, after receiving no response, I followed up. I was informed that : - My case had been reviewed and denied - The transfer restriction would remain in place- The restriction can not be manually lifted by support or specialists- The system will remove the restriction only over time based on unspecified criteria Coinbase representatives explicitly stated that : - The restriction is an automated security measure - It applies even after successful identity verification - No employee has the ability to override it - There is no escalation path available They also indicated the restriction was triggered by a period of account inactivity followed by a large transfer request. Despite confirming my identity and ownership of the destination wallet, Coinbase continues to block me from transferring my funds in a reasonable manner and provides no clear timeline, criteria, or actionable steps for resolution. Coinbase suggested XXXX alternatives : XXXX. Sell the assets and transfer cash XXXX. Transfer {$5000.00} per day Both options are unreasonable : - Selling assets would trigger a taxable event resulting in approximately {$50000.00} in taxes - Daily transfers would take XXXX days and cause me to miss a time-limited promotion, resulting in an additional ~ {$6000.00} loss In effect, Coinbase is forcing me to either incur a substantial tax liability or accept a financial loss, despite having complied with all verification and security requirements. This situation raises serious concerns about : - Lack of transparency in account restrictions - Absence of meaningful human review or override - Denial of reasonable access to customer funds- Potentially unfair or deceptive practices by imposing undisclosed limitations after funds are already held on the platform

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
I made a purchase during holiday season, the items were defective I went to return them and they would not accept my return. Saying I only had 30 days and I had the receipt showing it was extended return for it being during the holidays. The items were defective and would not work so my kids couldnt even ride them. I did dispute this with my bank and they denied my claim in late XXXX. This purchase was done on XX/XX/year> for the amount of 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 2026-05-04 00:00:00
Product: Debt collection — Auto debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: CarMax, Inc.
State: FL

Complaint narrative:
I am filing a formal complaint regarding inaccurate and unverified credit reporting. CarMax Auto Finance is reporting a charged-off account with a balance of {$31000.00} on my credit report. I previously disputed this account with the credit reporting agencies ; however, the information continues to be reported without proper validation. The credit bureau stated that the furnisher verified the account. However, no actual documentation has been provided to me to support this claim. I have requested that CarMax Auto Finance provide the following : * A copy of the original signed contract * A complete payment history * Documentation showing how the balance was calculated * Proof of their authority to report this debt To date, this documentation has not been provided. Under the Fair Credit Reporting Act ( FCRA 1681e ( b ) and 1681i ), all information reported must be accurate and verifiable. Simply stating that an account has been verified without providing documentation does not meet the standard required under federal law. Additionally, the account is being reported as charged off while still reflecting a balance. This raises concerns regarding the accuracy and proper reporting of this debt. I am requesting the following resolution : * Full validation of this account with proper documentation OR * Immediate deletion of this account from all credit reporting agencies If CarMax Auto Finance is unable to provide complete and verifiable documentation, this account must be removed. Failure to correct or delete this inaccurate information will be considered a violation of federal law. I am requesting a prompt investigation and resolution.

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: NAVY FEDERAL CREDIT UNION
State: AZ

Complaint narrative:
I am filing this complaint regarding Navy Federal Credit Unions restriction of my debit card access. Navy Federal Credit Union imposed a one-year restriction on my debit card privileges after I reported transactions that I believed were unauthorized. I reported those transactions for review because I believed fraud may have occurred. I did not engage in fraud, debit card abuse, or any intentional misuse of the dispute process. After I contacted Navy Federal Credit Union regarding the restriction, I was informed that, based on my account history, debit card claim history, the total amount of transactions reported as fraud, and membership tenure, my account had been escalated and reviewed for Debit Card Abuse. I was further advised that my debit card history allegedly reflected a violation of the Debit Card Disclosure Agreement, resulting in a one-year restriction. My concern is that Navy Federal Credit Union imposed a significant restriction affecting my access to my own funds without clearly identifying the specific transactions, conduct, or factual basis relied upon to conclude that I engaged in debit card abuse. Reporting suspected unauthorized transactions should not, by itself, result in a punitive restriction without a clear explanation and a fair, individualized review. As a result of this restriction, I have been deprived of normal debit card access on my active checking accounts, which has materially interfered with my ability to manage everyday financial transactions and access my funds in the ordinary course.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
I am filing a complaint against Synchrony Bank regarding a closed account that is currently being reported on my credit file. This account is reporting as Closed at credit grantors request. However, I was never provided any adverse action notice informing me of this closure, including the reason for the decision, the date of the action, or my rights under federal law. This failure to provide proper notice is a violation of the Equal Credit Opportunity Act. Additionally, this account continues to be reported on my credit file despite the lack of proper disclosure and compliance, and it negatively impacts my credit profile by signaling risk to potential creditors.

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: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: WA

Complaint narrative:
I purchased signature memorobilia items from a seller through PayPal that was advertised and sold as authentic. After receiving it, I had the items evaluated by a third party authentication service, XXXX XXXX XXXX ( XXXX ). The official review determined that the signatures are not authentic. The item failed authentication. I contacted PayPal, opened two dispute cases, shared this result, and requested a refund while offering to return the items. I provided all available documentation. The seller agreed to issue a refund upon return of the merchandise. I shipped the items to the address provided by the seller and submitted the return tracking number. However, before the return shipment was fully delivered, PayPal closed both cases in the sellers favor, stating that the proof of return was invalid. The item will be returned as agreed, currently in shipment. But the cases are closed prematurely before delivery is completed.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
Read January statement that synchrony claiming I purchased a {$9200.00} smart bed on XX/XX/XXXX at XXXX XXXX in XXXX CA. Vendor said it delivered on XX/XX/XXXX to my home. I asked for copies of the purchase and proof of delivery from bedder mattress who said they didnt have them or have access to when we requested them. They gave us a generic order with no signature or proof of delivery saying it was all they had. Ive had XXXX conversations with synchrony bank XXXX asking them for signed copies of the transaction at 3 times. I filed a police report in XX/XX/XXXX with sheriffs dept. It was processed to be investigated for fraud. I sent copies of my statement and sheriffs report to synchrony bank where XXXX still awaiting my requests from XXXX XXXX XXXX from synchrony bank. I need your assistance either this case.

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