vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Paypal Holdings, Inc
State: WA

Complaint narrative:
I am submitting this complaint regarding the permanent deactivation of my PayPal business account. 
I maintained a PayPal business account for approximately XXXX years with a long-standing history and no known violations. On XX/XX/XXXX XXXX PayPal permanently deactivated my account without prior warning or a clear explanation. 
At the time of deactivation, no funds were held in the account, and there were no pending disputes, chargebacks, or unresolved compliance issues to my knowledge. PayPal has not identified a specific violation of its Acceptable Use Policy and has only cited internal risk or compliance determinations. 
I have reviewed PayPals policies and do not believe my account activity violated any stated terms. I am requesting confirmation that a manual compliance review has occurred and, if applicable, a clear explanation of the reason for the permanent deactivation. 
Given the length of my account history and the absence of funds or disputes, I am seeking : Clarification of the basis for the permanent deactivation, and Confirmation that the decision was subject to a manual review rather than solely an automated process. 
I am requesting CFPB assistance in obtaining transparency and appropriate review regarding this account closure.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: SOFI TECHNOLOGIES, INC.
State: GA

Complaint narrative:
Ive been with Sofi bank and I did a dispute because my card was used by another person that wasnt me so far denied the dispute but somehow they returned the item back to my account in {$500.00} was taken out of my account. I contact them multiple times I did multiple disputes and they all said the same thing that denied my dispute, but I dont know how they denied my dispute and the money was taken out of my account, I have have documents stating that the money was taken out of my account and that Sofi bank denied the dispute

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NJ

Complaint narrative:
CFPB Complaint Second Submission ( Against Fifth Third Bank ) Subject : Fifth Third Bank Accepted a Fraudulent 401 ( k ) Rollover Check and Is Improperly Deflecting Responsibility I am submitting a follow-up complaint regarding a fraudulent 401 ( k ) rollover check that was improperly accepted and cashed by Fifth Third Bank .

The rollover check was payable exclusively to XXXX and was stolen in transit. 
An unauthorized individual deposited and cashed this check at Fifth Third Bank, despite not being the named payee. 

Fifth Third Bank recently responded to my prior CFPB complaint ( XXXX ) stating that they can not take action because I am not their customer and that this matter must be resolved by the issuer, XXXX. 

While I understand that the issuer initiates a reclaim process, this response fails to address the core issue : - Fifth Third Bank improperly accepted a restricted retirement rollover check - The check was payable only to XXXX - The endorsement was unauthorized - Proper verification should have prevented this deposit entirely Accepting this check constitutes unauthorized endorsement and improper acceptance of a restricted instrument. 
Deflecting responsibility to the issuer does not absolve Fifth Third Bank of its obligation to correct an improperly accepted transaction. 

I am requesting CFPB assistance to require Fifth Third Bank to : 1. Acknowledge improper acceptance of a restricted rollover check 2. Cooperate fully with the issuer in reversing the fraudulent deposit 3. Ensure the funds are returned so the rollover can be completed correctly This matter involves retirement funds and clear financial fraud, and Fifth Third Banks response fails to address its responsibility in preventing and correcting unauthorized transactions. 

My new phone # : XXXX Thank you for your assistance.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: KEYCORP
State: WA

Complaint narrative:
CFPB Complaint KeyBank Reversed Provisional Credit Without Evidence I am filing a complaint against KeyBank for improper denial of a fraud dispute and reversal of provisional credit in violation of Regulation E. 

KeyBank issued provisional credit of {$2000.00} while investigating unauthorized ATM withdrawals and debit card transactions. In a subsequent letter, KeyBank denied the claim and stated that no error occurred due to conflicting information from a review of my card information and recent banking activity. 

KeyBank did not identify what information conflicted, did not provide evidence of authorization, and did not explain how PIN compromise or fraud was ruled out. The denial relies on vague conclusions rather than documented proof. 

Under Regulation E ( 12 CFR 1005.11 ), a financial institution must conduct a reasonable investigation and provide an evidence-based explanation when denying a fraud claim. XXXX on generalized transaction history or conflicting information does not meet this standard. 

I did not authorize the disputed transactions, did not share my card or PIN, and reported the fraud promptly. KeyBanks actions have caused financial hardship and raise concerns about compliance with federal consumer protection law.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: SANTANDER HOLDINGS USA, INC.
State: AL

Complaint narrative:
XXXX XXXX XXXX XXXX issued a payoff check for my XXXX XXXX auto loan payable jointly to XXXX XXXX XXXX XXXX XXXX I mailed this payoff to XXXX XXXX XXXX XXXX  has since confirmed in writing that this payoff check was deposited into a XXXX XXXX account belonging to the joint payee, not me. 

Despite this confirmation and despite receiving a copy of the front and back of the negotiated check, XXXX XXXX continues to deny receiving the payoff. XXXX has refused to request the required deposit trace from XXXX XXXX, refused to initiate a UCC/Reg CC investigation , and has not taken any steps to locate or apply the fundseven though the check was made payable to them. 

Instead of investigating, XXXX XXXX continues collection activity, has issued a Right to Cure Default notice, refuses to suspend negative credit reporting, and is threatening repossession of the vehicle. XXXX also did not fully respond to my prior CFPB complaint and did not address XXXX XXXX written confirmation that the payoff was deposited into a XXXXassociated account. 

XXXX XXXX handling of this dispute appears to violate basic loan servicing standards, including failure to investigate a disputed payoff, failure to reconcile funds negotiated under their name, and continued collection during an open dispute.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Affirm Holdings, Inc
State: TN

Complaint narrative:
A collection account is being reported on my credit file that has not been properly validated. I exercised my rights under the Fair Debt Collection Practices Act ( FDCPA ) by requesting validation of the alleged debt. The furnisher failed to provide any legitimate documentation proving that the debt is mine, that the amount is accurate, or that they have the legal authority to collect it. 
Despite the lack of verification, this account continues to appear on my credit report, which constitutes a violation of the Fair Credit Reporting Act ( FCRA ) requiring only accurate and verifiable information to be reported. The continued reporting of an unvalidated account is inaccurate and misleading.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Paypal Holdings, Inc
State: WV

Complaint narrative:
PayPal closed my account while holding my remaining balance. I have requested the release of my funds, but PayPal has not provided a clear reason for the continued hold or a definite release date. 
There are no unresolved disputes, chargebacks, or fraudulent activity associated with my account, and I am willing to complete any identity or compliance verification required. 
PayPals continued retention of my funds is causing financial hardship. I am requesting that PayPal promptly release my balance or provide a specific, lawful justification and timeline for doing so. 
I am asking for CFPB assistance to ensure PayPal complies with applicable consumer protection requirements and releases my funds without unnecessary delay.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Between XXXXXXXX XXXX XXXX, I reported multiple unauthorized debit card transactions to Bank of America shortly after they occurred. The transactions totaled tens of thousands of dollars and were not made or authorized by me. After each report, Bank of America issued card replacements and acknowledged potential fraud, yet the unauthorized transactions continued. 
I filed multiple disputes and re-evaluations. Bank of America repeatedly denied my claims using identical boilerplate language stating that the transactions were authorized or card present, without providing evidence of my consent or a reasonable investigation. The bank failed to provide transaction logs, merchant verification records, device or XXXX  data, or proof of PIN authorization despite my requests. 
Bank of America repeatedly closed and re-closed my disputes without meaningful review, ignored new information submitted, and continued to treat disputed transactions as valid. This caused severe financial harm, including loss of access to funds needed for basic living expenses. 
I also requested assistance due to my XXXX, but Bank of America failed to provide reasonable accommodation during the dispute process and proceeded with complex procedures without support. 
I believe Bank of America violated the Electronic Fund Transfer Act and Regulation E by failing to conduct a reasonable investigation, misrepresenting authorization, withholding evidence, and engaging in unfair and deceptive practices.

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 2026-01-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Rocket Mortgage, LLC
State: IN

Complaint narrative:
I have not received a statement from Rocket mortgage. They sent information on how to send the payment off. Im allowed to pay online. However Im not allowed to utilize the entire online app. I cant see my payments I cant see my balance or escrow account.They said everything transferred over and that I dont have to do anything. However I received a letter that said I have to get in touch with my home owners insurance and let them know I have a new loan service. I do not have the same services I had with XXXX XXXX. It seems like they are discriminating against me because I have a bankruptcy which has nothing to do with my mortgage. My mortgage has always been paid on time with XXXX XXXX. XXXX XXXX also gives me between first of the month until the fifteenth to make my payment. Rocket Mortgage or XXXX XXXX is only giving seven days. I have made two payments to Rocket mortgage online and I have problems with typing in my payment amount.If the term of the loan is to remain the same why am I not being allowed to use the same services I had with XXXX XXXX? What is my next step. It seems as if they are trying to make it difficult for me to keep my home. What are the next steps that I need to take.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Mercari, Inc.
State: MA

Complaint narrative:
I purchased an item on Mercari that was never received. USPS tracking shows the item as delivered, but USPS confirmed it may have been misdelivered. I live in an apartment building with shared mail access, and no signature confirmation was required. 
Mercari refused to issue a refund solely based on the carriers delivery scan and stated that their policy considers delivery confirmation as final, despite no proof that I actually received the item. 
The purchase was paid partially with XXXX and partially using Mercari balance funds. XXXX reviewed the transaction and approved a refund for the XXXX-funded portion after determining the item was not received. Mercari, however, is refusing to refund the remaining {$35.00} that was paid using Mercari balance funds. 
Additionally, Mercari charged a Buyer Protection fee on this transaction. Despite this fee, Mercari provided no protection when the item was not received and relied solely on a carrier scan rather than proof of receipt. I believe this fee is misleading when no protection is provided in cases of non-delivery. 
Mercari is retaining my funds despite non-delivery of the item and despite an external payment processor ruling in my favor for the same transaction. I am requesting a refund or credit of {$35.00} to my Mercari balance. 
I have attached Mercaris supervisor response and confirmation of XXXX refund decision.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: OK

Complaint narrative:
I would like to know how they cash app, are justified to grant my dispute that I filed for my XXXX back in XXXX of XXXX I and then keep my money by filing a complaint on a dispute I all ready won, I have no complaint, I won the dispute that is there way of frustrating me on the phone do they can hang up in my face that is very rude and disrespectful, I also would like to know why the customer service agents feel as though they do not have to answer any of my questions, I was evicted because of this I got money, but no access to it and the landlord thinks I am lying and she evicted me, I am living in a homeless shelter and I hate it, this is honestly the most lowest in my life XXXX have only. eaten once in XXXX days cause I waste alit of time arguing with cash app about my money, I started doing heavy drugs to cope with this frustration and a member of my church had me committed to the behavioral health unit for XXXX days because I I was tired mentally and physically, I was looking sing alot of sleep cause I would be on the with cash app from sun up to sun down begging for my money to pay my rent, how is that right?

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Payward Ventures Inc. dba Kraken
State: FL

Complaint narrative:
About 1 month prior kraken customer service locked my account while I had active positions in stocks and crypto. They asked for an income document and didn't say why. I asked them for the regulation that they said was needed for know my income. After 2 weeks they still didn't respond while I had positions, then I told them I would report them cause this is not ok in XXXX. I had positions and for 3 weeks I couldn't access my account. Then they said they were closing my account without reason and I had cryptp that was staked and it's been about 5 weeks and about XXXX XXXX  dollars is still in the account. This entire time they have not told me anuthing even when they cited regulations but wouldn't tell me which

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 2026-01-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
I am filing a complaint against JPMorgan Chase Bank related to a flight booking made through the Chase XXXX portal. 

I purchased XXXX XXXX XXXX tickets on XX/XX/XXXX and selected adjacent seats during the Chase XXXX booking process. Seat selection was presented as part of the booking and was a material reason for paying the XXXX XXXXXXXX XXXX  with XXXXXXXX XXXX XXXXXXXX airport to XXXX. I booked seats specifically due to my wifes issues with motion sickness and ease of access to the corridor and bathroom to mitigate her health issues. 

After booking I had assumed that seats we selected were ours. We received an email confirming our booking but at the time did not realize that it did not mention seats selected. 

As our flight date ( XX/XX/XXXX ) approached I looked on the XXXX XXXX to see that we have tickets issued but no seats were assigned to my reservation. When attempting to select seats directly with the airline, only XXXX middle seat remained available to book, making it impossible for my wife and me to sit together or even select seats for XXXX XXXX 

This appears to be a recurring and systemic issue reported by multiple Chase XXXX customers, where seat selections made during booking are not transmitted or honored, despite payment at a premium fare. I have included links to several passengers who have been misled by this process. 

I attempted to reach out to chase without response regarding this matter through their online secure chat. 

XXXX XXXX XXXX XXXX XXXX XXXXr/ChaseSapphireXXXX XXXX XXXX XXXX XXXX XXXX XXXXdit.com/r/ChaseSapphireXXXX XXXX am requesting that Chase either : 1. Work with the airline to restore XXXX adjacent XXXX XXXX seats at no additional cost, or XXXX. Provide appropriate compensation to deliver the service represented at purchase 3. Update their portal to avoid misrepresentation of a service rendered ( in this case seat selection ) which is not actually being performed. 

I request CFPB assistance in obtaining a timely and fair resolution

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: Block, Inc.
State: NC

Complaint narrative:
Everytime I put in my physical address and hit submit. It just says an unexpected error has occurred and they they denied my request to be approved and I've never did anything to my account to go against normals Cash app standards.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.

Complaint narrative:
On XXXX my mother conducted a payment in the amount of XXXX EUR from her XXXX Bank account to my bank account in XXXX ( XXXX ), to pay rent for a room in a student dormitory. However, the money was probably blocked by XXXX XXXX XXXX XXXX XXXX XXXX, which was an intermediary bank in this chain. On XXXX XX/XX/year> XXXX was designated under the XXXX XXXX XXXX. Since then, the bank does not respond to any inquiries. Considering this, my payment must be blocked by intermediary bank according to US sanctions regulation. In order to unblock the payment, I need to apply for a specific license to XXXX. Thus, I can not apply to XXXX for a license that is necessary to unblock my funds because to do so, I must fill in some data and specifically the date when the payment was blocked. So, according to XXXX 's response, they were not able to locate the record of my funds. We tried to contact XXXX XXXX XXXX XXXX am Main from XXXX Bank asking them to clarify if the payment was blocked and reported to XXXX and when. Still, JP Morgan Chase Bank has not responded.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't temporarily delay making payments
Company: SLM CORPORATION
State: IL

Complaint narrative:
I am enrolled in a XXXX  program ( since XX/XX/XXXX ) and was also enrolled in a XXXX  program ( since XX/XX/XXXX ) XXXX  XXXX school ( XX/XX/XXXX ). 
I reported this to Sallie Mae in XX/XX/XXXX via a phone call. I was supposed to be making a minimum payment of XXXX $ a month for both my loans. However, for the past 6 years I have been making monthly payments of {$260.00}. 

I became aware of this XXXX XXXX of XXXX and called on XX/XX/XXXX to rectify this and defer my payments to the in school payments. This call I requested to be documented and displayed in my account. After getting verbal confirmation and confirmation from the clerk that she had make my loans deferred. 

I checked today on XX/XX/XXXX to find that my loans are still not deferred, and that the case was " closed '' and not accepted. Sallie mae has been denying me the deferment I needed in my payments and it is causing me undo financial burden. It is hard to keep up with these payments while in graduate school. Also, Sallie Mae uses the same verification body as the federal student loans do to indicate deferment. 

This seems intentional and purposely misleading.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-02 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: West Capital Lending, Inc.
State: AL

Complaint narrative:
XXXXbeen trying to decide if I wanted to refinance or use my equity and continue with 3 % interest rateXXXX XXXX was the agent I used. I called XXXX XXXX  in the interim to see what was needed and to talk about types of loans! I was informed that they could not work with me as I already had a loan in process in the amount of {$220000.00}! The document was electronically signed using my name ; and, birthdate was used as well! I have never seen these forms, did not fill them out and I did not choose the new interest rate! This is fraud at its best as I had no knowledge these documents had been filled out and signed by the only one who had accessXXXX  XXXX! This agent should loose his license and right to practice as a Home Mortgage Representative! Please take action to remove him from West Capital Lending and handling folks credentials! Very scarynot qualifiedvery disappointed in his actions! The homeowner is the one who has the right to choose the options for themselves! Not XXXX XXXX!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation