vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
My mortgage went up {$800.00} in less than a year due to the interest .. type of loan it was .. conventional and then XXXX later it goes up a little bit .. escrow increased food increased oil increased. Everything increased was not able to pay the arrears on time then they added another XXXX dollars on because I could not pay my escrow. I received a notice to cure on XX/XX/XXXX .. for XXXX. The full balance for my mortgage with Shellpoint arrears is XXXX.. I informed Shellpoint I did apply for raft, but it is stalled. They said that does not matter. They dont work with that XXXX XXXX XXXX Shellpoint ) I applied to RAFT in XXXX the information, incorrect, system error, reapplied, XX/XX/XXXX, and on XX/XX/XXXX they escalated it for me.. I went into XXXX XXXX XXXX on XX/XX/XXXX.. I had a case manager assigned back on XXXX XXXX thats all she could say I was in the wrong office. I needed to be in XXXX wayfinders... I did not hear from that case manager until XX/XX/XXXX on that day. She told me shell be out for the next two days despite me clarifying and reifying the emergency situation I was in. She did not give any supervisor name. She informed me there is a second process after she receives it. She did nothing to escalate this on her end since she was not gon na be there for the next two days so it stalled for 18 days in XXXX till I got a case manager and its now stalled again cause shes out for a 2 days now on XX/XX/XXXX.. if I do not get {$4600.00} in to Shellpoint hands they will start the pre-foreclosure proceedings I need help my husband and I are XXXX and I am a senior going to be kicked out of my home when there was no need because of the failure of the raft program through Wayfinders. I call and called. There are no answers on the calls. Long waits. I try to go in person you need an appointment, but there is no place to make an appointment. No one answers the phone. I will upload my notice to cure letter from Shellpoint and I will send you a current mortgage statement .. the case number for my RAFT application is XXXX My complaint is with both Shellpoint and Wayfinders. I will do a separate complaint for XXXX if I need to. 

We are in emergency status.. please help!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Struggling to pay your loan — 
Company: Tower Loan of Mississippi, Inc.
State: MO

Complaint narrative:
Tower loan of XXXX  mo- ( XXXX ) called my dad and discussed personal confidential information about my loan without my permission. This violates my privacy under the GLBA act.

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: Managing an account — Banking errors
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I am writing to formally request an investigation into a missing sign-up bonus for my CapitalOne XXXX XXXX Checking account, which was opened on XX/XX/XXXX, using promo code XXXX. 
Although I have fulfilled all the promotional requirements and confirmed this with Capital One support on three separate occasions, the {$500.00} bonus has not yet been credited to my account. 
Compliance with Promotion Requirements : As per the terms of the offer, I have met the following criteria : Initial Deposit : I deposited {$5300.00} from an external financial institution on XX/XX/XXXX ( within the 30-day requirement ). 
Maintenance of Funds : I maintained a balance of {$5300.00} for 98 days ( from XX/XX/XXXX to XX/XX/XXXX ), exceeding the required 60-day holding period. 
Qualifying Transactions : I completed 10 qualifying electronic transactions by XX/XX/XXXXXXXX  ( well within the 90-day window ). 
Existing Relationship : I have held an active Capital One XXXX credit card for over a year, satisfying the requirement of having an existing card for at least 90 days prior to account opening. 
Previous Communication : I have contacted customer support three times regarding this delay. In each instance, the representative confirmed that all requirements were successfully met and that the bonus was due. However, the funds remain unpaid. 
I have attached the original promotional terms. Please investigate this matter and provide an update on when I can expect the {$500.00} bonus to be deposited. 
Thank you for your prompt attention to this matter.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-01-09 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: U.S. BANCORP
State: AL

Complaint narrative:
XXXX'UPDATED INFORMATION TO CFPB COMPLAINT XXXX AGAINST US BANK XXXX XXXX XXXX XXXX  CREDIT CARD VISA.  ADD XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: MO

Complaint narrative:
I am writing to file a formal complaint regarding the ongoing mismanagement of my escrow account over the past XXXX years. Each time my loan servicing has been transferred, I have been informedonly afterwardthat I owe an additional escrow cushion or that a shortage has occurred. At no point has any servicer provided advance notice, a clear explanation, or a timely escrow analysis to justify these repeated increases. 

It is my understanding that when a mortgage is transferred, the new servicer is required to review the escrow account, perform an updated escrow analysis, and communicate any changes to the borrower in a clear and timely manner. This has not happened. Instead, I am repeatedly told I owe a cushion or shortage that I was never informed about, and no one has taken responsibility for ensuring the escrow account is accurate at the time of transfer. 

This pattern has caused unnecessary financial hardship, confusion, and frustration. An escrow account is intended to provide predictability, yet the lack of communication and failure to conduct proper research or updated analyses has resulted in ongoing instability. 

I am requesting the following : A complete written explanation of why escrow shortages and cushion requirements have occurred with every transfer. 

A full escrow account history for the past XXXX years, including all analyses, adjustments, and notices that should have been provided.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
Summary of Dispute : We are seeking the immediate completion of a mortgage assumption ( Loan # [ XXXX ) that was initiated on XX/XX/year>. Over the last 4.5 months, Chase Mortgage has repeatedly requested the same documents ( pay stubs and status items ) and has now admitted they have lack the staff to process the volume of assumptions they have received. 

Reason for Urgency : Legal Compliance : This assumption is mandated by a State of Colorado court order. 

Financial Hardship : The delay is causing a significant drop in credit scores and financial instability. 

Inconsistency : Chase processes new loans in 30 days but has stalled this assumption for over 135 days. 

Desired Resolution : Immediate escalation to a supervisor and a firm date for the finalization of the assumption.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Experian Information Solutions Inc.
State: NC

Complaint narrative:
Despite multiple disputes, this inaccuraries continues to be reported. There is no indication the data furnisher met their duty to ensure maximum possible accuracy under 15 U.S.C. 1681e ( b ).

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 — Payday loan debt
Issue: Took or threatened to take negative or legal action — Sued you without properly notifying you of lawsuit
Company: 1st Franklin Financial Corporation
State: TX

Complaint narrative:
I had a loan with 1st Franklin Financial for {$2100.00} I am unable to pay it back due to being in a financial hardship. I enrolled in a debit relief program called XXXX XXXX XXXX and they are in active negotiation with them. 1st Franklin Financial have repeated been calling from private numbers leaving scare tactic voicemails to me and my family repeatedly as of XXXX XX/XX/. This is a voice transcription of most recent scare tactic voicemail My name is XXXX, calling about XXXX XXXX. Massive is intended for XXXX XXXX the XXXX. My name is XXXX XXXX XXXX XXXX contacting again today in reference to the pending claim being filed. I'm notifying that they were given the opportunity to contact the office responsible for handling the claim, yet to receive any documents ordering me to stop the previous order of location. So my call today is to compirm my schedule delivery responsible for obtaining a secretary about it on the business day today, doing hours of XXXX and XXXX XXXX  and a home replace of business. XXXX. Finally parties not contact at all. No choice but to continue moving forward. Must be available to provide valid ID and signature once Must be available to provide valid ID and signature once I do arrive today.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 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: Affirm Holdings, Inc
State: OH

Complaint narrative:
I made a purchase at XXXX XXXX and then I canceled it. The merchant issued a full refund back to the card. Affirm claims they do not have the refund.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Bridgecrest Acceptance Corporation
State: TN

Complaint narrative:
I am filing a complaint regarding systemic servicing errors on my auto loan with Bridgecrest/XXXX  XXXX While I was undergoing XXXX and out of work, the servicer recommended a duedate change that they said would help me avoid late payments. Instead, the duedate change caused significant financial harm. After nearly a year of making $ XXXX  monthly payments, my principal has decreased {$420.00}. 

After the change, the servicer began misapplying payments, overcharging interest, and assessing incorrect late fees. Several payments were applied entirely to interest, including {$320.00} on XX/XX/XXXXXXXX  and {$290.00} on XX/XX/XXXX, which is mathematically impossible under the contract. On XX/XX/XXXX, I made a double payment of {$600.00}, and the servicer overcharged interest by {$19.00}, underapplied principal by {$24.00}, and assessed an improper {$5.00} fee. On XX/XX/XXXX, only {$19.00} out of a {$300.00} payment was applied toward principal ; the remaining {$280.00} went to interest. On XX/XX/XXXX, {$81.00} went to principal and {$210.00} went to interest. On XX/XX/XXXX, {$89.00} went to principal and {$210.00} went to interest. 

Late fees were also incorrect. My contract requires a {$15.00} late fee ( 5 % of {$300.00} ). The servicer charged {$5.00} and {$10.00} late fees, which is only possible if the system incorrectly believed I owed {$100.00} or {$200.00}. This indicates phantom balances and misapplied payments. 

I am requesting a full accountlevel audit, correction of my principal balance, removal of improper fees, a corrected amortization schedule, and a written explanation of each payment allocation. ( See attachments for Payment Receipts, corrected amortization schedule and retail purchase contract )

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Termination fees or other problem when ending the lease early
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NJ

Complaint narrative:
Dear : Consumer Financial Protection Bureau I am writing to formally dispute the balance recently reported on my Infiniti Financial Services account, as well as the negative information submitted to the credit bureaus. 

I leased a XXXX XXXXXXXX XXXX through Infiniti Finance under a 39month agreement with the option to purchase at the end of the lease. Prior to the lease maturity date, I received multiple offers by phone and mail encouraging me to take advantage of early leasereturn options. I elected to return the vehicle one month early and made the final payment required to satisfy the remaining lease obligation. 

When I returned the vehicle, the dealership performed an inspection on-site. I signed the leasetermination paperwork and was advised that everything was in order. The vehicle was returned in excellent condition and with mileage below the allowed threshold. Based on the inspection and the paperwork I signed, I reasonably believed that my account was fully closed and that no further charges were pending. 

This week, I was notified through XXXX XXXX that Infiniti Finance reported a pastdue balance to the credit agencies. When I contacted Infiniti Finance, I was told the balance was for wear and tear. This is inconsistent with the inspection performed at the dealership at the time of return. No damage or excess wear was identified, and I was not informed of any issues. The dealership has since stated that they no longer have the inspection records, which raises additional concerns. 

It is unreasonable to hold me responsible for alleged wear and tear discovered months after the vehicle was returned especially when the vehicle was inspected upon dropoff, accepted without issue, and returned in clean, wellmaintained condition. If any damage occurred after the vehicle left my possession, it would have been the result of handling by the dealership or transport personnel, not me. 

This situation has now resulted in a negative credit report, which has unfairly lowered my credit score. I am requesting that Infiniti Finance and the appropriate consumer protection authorities review this matter, remove the disputed charges, and correct the negative reporting with all credit bureaus. 

I appreciate your prompt attention to this issue and look forward to a resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: CCS Financial Services, Inc.
State: FL

Complaint narrative:
Balance of XXXX $ was added to collections. Did not receive validation of debt.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: National Credit Systems,Inc.
State: OH

Complaint narrative:
I am submitting this complaint to dispute an alleged debt that is being reported and collected without proper validation. I have requested verification of this debt under the Fair Debt Collection Practices Act, but I have not received documentation proving that I owe this account. 
NATLCRSYS Account # XXXXXXXX XXXX I am requesting basic validation, including the name of the original creditor, the full account number, a breakdown of the amount claimed, any agreement showing my responsibility for the debt, and proof that this debt was legally transferred to the current collector. 

In addition, this account is being reported inconsistently across the credit bureaus, with conflicting balances and dates. These inaccuracies raise concerns about compliance with the Fair Credit Reporting Act.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
I am filing this complaint regarding a payment hold, interest harm, and repeated service failures by Apple Card XXXX Goldman Sachs ) that are causing immediate medical and financial harm. 

I sustained multiple jaw fractures and am unable to speak. I require a time-sensitive medical procedure costing {$1900.00}. To pay for this care, I made a {$2000.00} payment on XX/XX/XXXX from my XXXX account, which I regularly and successfully use for payments. Despite this, Apple Card placed a multi-day ( approximately six-day ) hold on the payment and has refused to release or credit the funds. 

As a result, I have been unable to access credit needed for urgent medical treatment, while interest continues to accrue on my account despite the payment being made. This delay has directly interfered with my ability to obtain medically necessary care. 
Despite my medical incapacity, I was required to call Apple Card/Goldman Sachs nearly XXXX times to seek resolution. On approximately XXXX occasions, the call was disconnected immediately, and other calls were dropped mid-conversation. This created an unreasonable burden given that I can not speak due to my injuries. 

I escalated the issue to supervisors. On XX/XX/XXXX, a supervisor named XXXX stated that he submitted a complaint to his managers, but no action occurred. On XX/XX/XXXX, a supervisor named XXXX stated she was escalating the issue under case number XXXX, yet the payment remains on hold with no resolution. 

I also requested temporary hardship or emergency assistance, including interest credits, fee relief, or short-term accommodation, due to both my medical emergency and my status as a federal employee affected by furlough-related financial disruption. I was informed that no assistance or programs were available, and no interest relief was offered. 

Holding a payment from a known, regularly used bank account during a documented medical emergency, while continuing to accrue interest and failing to provide reasonable accommodation or reliable customer support, is unreasonable and harmful. 

I am requesting CFPB assistance to : XXXX. Require the immediate release or crediting of the {$2000.00} payment XXXX. Provide retroactive interest credits for the furlough period and adjust my APR to reflect hardship accommodation. 
XXXX. Require a reasonable reduction in my interest rate given the circumstances XXXX Review Apple Card/Goldman Sachs practices regarding payment holds, accessibility, and hardship handling during medical emergencies

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: MARINER FINANCE, LLC
State: CA

Complaint narrative:
I signed a form that was supposed to protect me for making payments for 19 months if I lost my job and if I applied for unemployment. I lost my job on XX/XX/2025. I as reminded by the loan office about the protection plan I signed up for. My truck was repoed recently. Not sure of the exact date. I received several calls from a different department saying they do not communicate within departments so copies of documents are not shared. 

I started working again in XXXX. I didnt even receive my first paycheck yet and my truck was taken. I was told to report to the office once I receive a paycheck but the vehicle was already taken.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with the payoff process at the end of the loan — 
Company: Affirm Holdings, Inc
State: CO

Complaint narrative:
financed a medical treatment plan through Affirm with a starting balance of {$5100.00}. 

The medical provider canceled the plan early and issued a refund that was applied directly to the loan. I have paid a total of {$4600.00} toward the loan. 

Affirm now claims I owe approximately {$1500.00}, of which only about {$490.00} is remaining principal and the rest is accrued interest. 

The underlying medical service is no longer active, and the provider refunded unused services I also have the transcript and recording of the one hour and 45 minute call

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 — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
I use my checking account for direct deposit, making purchases and paying bills. I also have this account because I have two credit cards with capital one and I pay them with this. I woke up on XX/XX/XXXX with no warning and receive a email from capital one stating my account will be closing and that i need to cancel any direct deposits and that i will not have access to my money in my accounts. Mind you this gave me no time to try and change my direct deposit. I had bills to pay and they refuse to let me have access to my funds or even tell me why my account was closing. I had a few claims filed for purchases but i gave them proof of not receiving the items and also contacting the merchant for those claims. Im baffled and confused! They also state they dont have any banking relationships rep or manager to assist with this at all.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Paypal Holdings, Inc
State: PA

Complaint narrative:
Hello CFPB, Recently, my XXXX account was frozen and I was able to get it unfrozen by verifying my account. XXXX had me send my id along with bank statement for one of the cards on file. 

From my experience, I figured that I would be able to add a card onto XXXX but the card was declined. 

Last night, I messaged XXXX and they told me that theyre unable to override the system. Now, I have {$55.00} stuck in my XXXX account that I cant transfer to my account due to XXXX being lazy.

Company response to consumer: Closed with non-monetary relief