vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, 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: TX

Complaint narrative:
I asked the credit bureaus to verify the following accounts but after sending in a letter of dispute, they still failed to verify the said accounts. 

In accordance with the Fair Credit Reporting act, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX has violated my rights. 

15 U.S.C 1681 section 602 A. States I have right to privacy.

15 U.S.C 1681 section 602 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions.

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 non-monetary relief
Consumer complaint received 2023-03-13 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TN

Complaint narrative:
I was denied XXXX XXXX for my company.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
It has come to my attention that XXXX, XXXX and Eqiufax are reporting my tranactions and experiences to the consumer report. According to FCRA 15 US Code 1681a2a1 these are exclusions.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
It has come to my attention that XXXX, Experian and XXXX are reporting my tranactions and experiences to the consumer report. According to FCRA 15 US Code 1681a2a1 these are exclusions.

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 2023-03-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
The options did not allow me to properly check off things. Also you sent me an acknowledgement last week but I was not able to verify things. 

Fortunately, I received a letter from Chase Bank about my original complaint XXXX that was forwarded to Chase. 

I replied back to them about the falseness of the letter to both me and you, and want you to know about it, being they probably send false statements to others. 

As you can see in the letter to both of us, highlighted in the forth paragraph is a false statement where they said that only the charge care was closed and then reopened. 

That is a lie. As I told them, and as the branch manager of the bank knows, that the savings accounts and checking accounts were closed.!!! and that I was told that a check for all the funds were to be mailed out to me with 14 days causing me to go to a different bank and open checking and savings accounts there so to make sure I would be able to receive my direct deposits of XXXX. and XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, 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: NJ

Complaint narrative:
In accordance with the Fair Credit Reporting Act, this creditor has violated my Rights! Under Act 15 U.S.C 1681section 602 says, " I have the right to Privacy ''. 15 U.S.C 1681 section 604 A section 2 states, " It also states consumer reporting agency can not refurnish an account without my written instructions ''. Under 15 U.S.C 1666B " A creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose ''.

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 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Was not notified of investigation status or results
Company: EQUIFAX, INC.
State: AZ

Complaint narrative:
Equifax continues to Violate my Federally Protected Rights-I continue to get nothing more than Stall Tactics and Blatant Violations of my Rights. I filed 2 Subsequent Complaints ( XXXX &. XXXX ) that have not been Remedied according to FTC Identity Theft Report and Consumer Law : Equifax had 4 days from Receipt of Complaint with attached documents proving my Case. I have been Patient with Expectation from CFPB to enforce and protect my Consumer Rights..Im confused in what Protections CFPB holds according to Federal Law. This is an Official Notice to File a Federal Lawsuit-I hope CFPB will assist in Enforcing my Rights against Equifax

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, 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: AL

Complaint narrative:
In accordance with the fair credit reporting act XXXX XXXX Account # XXXX, {$1900.00}, has violated my rights. 

15 USC 1681 SECTION 602 STATES I HAVE A THE RIGHT TO PRIVACY.

15 USC 1681 SECTION 604 A SECTION 2 : IT ALSO STATES A CONSUMER reporting agency can not FURNISH AN ACCOUNT WITHOUT MY WRITTEN INSTRUCTIONS.

15 USC 1666B : A CREDITOR MAY NOT TREAT A PAYMENT ON A CREDIT CARD Account under an OPEN-END CONSUMER CREDIT PLAN AS LATE FOR ANY PURPOSE

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
I got a copy of my credit report and I have inquires that I didnt not request on my report XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX  XXXXXXXX XXXX  XX/XX/2022 XXXX  XXXX XXXX XX/XX/2022 XXXX XXXX XXXX XXXX XX/XX/202XXXX XXXX XXXX XXXX XXXX XX/XX/2022 XXXX XXXX XX/XX/2022 XXXX XXXX XXXX XX/XX/2022 XXXX XXXX XXXX XX/XX/2022 XXXX XXXX XXXX XX/XX/2022 XXXX XX/XX/2022 XXXX XXXX XXXX XXXX ( XXXX ) XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2022 XXXX XXXX XXXX XXXX ( Finance ) XX/XX/2022 XXXX XXXX XXXX ( Finance ) XX/XX/2022 XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXX/XX/2022 XXXX XXXX XXXX XXXX ( Finance ) XX/XX/2022 XXXX  XXXX ( XXXX XXXX XXXXXX/XX/2022 XXXX XXXXXXXX XXXX XXXX XXXX  XX/XX/202XXXX XXXX  XXXXXXXX XXXX XXXX XXXX XX/XX/202XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXXXX/XX/2022 Equifax XXXX XXXX XXXX XXXX XX/XX/2022 XXXX XXXX XXXX XX/XX/2022 XXXX  XXXX XX/XX/2022 XXXX XXXX XX/XX/20XXXX XXXX XXXX XX/XX/2022 XXXX XXXX XXXX XXXX  XX/XX/2022 XXXX XXXX XXXX XXXXXXXX XX/XX/2022 XXXX XXXX XXXX XXXXXXXX XX/XX/2022 XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
I asked the credit bureaus to verify the following accounts but after sending in a letter of dispute, they still failed to verify the said accounts. 

In accordance with the Fair Credit Reporting act, XXXX XXXX Account number : XXXX XXXX XXXX XXXX ( Original Creditor : XXXX XXXX XXXX XXXX ) Account number : XXXX XXXX XXXX Account number : XXXX XXXX XXXX Account number : XXXX XXXX XXXX XXXX ( Original Creditor : XXXX XXXX XXXX XXXX ) Account number : XXXX XXXX Account number : XXXX XXXXXXXX XXXX XXXX Account number : XXXX XXXX Account XXXX XXXX XXXX XXXX Account number : XXXX XXXX Account number : XXXX XXXX XXXX XXXX  Account number : XXXX XXXXXXXX XXXX Account number : XXXX XXXX  ( Original Creditor : XXXX XXXX  XXXX XXXX ) Account number : XXXX XXXX XXXX ( Original Creditor : XXXX XXXX XXXX ) Account number : XXXX XXXX XXXX ( Original Creditor : XXXX XXXX XXXX XXXX XXXX ) Account number : XXXX XXXX XXXX ( Original Creditor : XXXX XXXX XXXX XXXX ) Account number : XXXX XXXX XXXX ( Original Creditor : XXXX XXXX XXXX XXXX Account XXXX : XXXX XXXXI ( Original Creditor XXXX XXXX XXXX XXXX  ) Account number : XXXX XXXX  ( Original Creditor : XXXX XXXX XXXX  ) Account number : XXXX XXXX Account number : XXXX XXXX XXXX  Account number : XXXX XXXX XXXX Account number : XXXX XXXX Account number : XXXX XXXX Account number : XXXX XXXX has violated my rights. 

15 U.S.C 1681 section 602 A. States I have right to privacy.

15 U.S.C 1681 section 602 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions.

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 non-monetary relief
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
I asked the credit bureaus to verify the following accounts but after sending in a letter of dispute, they still failed to verify the said accounts. 

In accordance with the Fair Credit Reporting act, XXXX XXXX Account number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX has violated my rights. 

15 U.S.C 1681 section 602 A. States I have right to privacy.

15 U.S.C 1681 section 602 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Unable to get your credit report or credit score — Problem getting your free annual credit report
Company: WELLS FARGO & COMPANY
State: MO

Complaint narrative:
Took out a loan with Wells Fargo. Rates should have been decreased. Credit should be paid in full and every payment was early.

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 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
I received alerts today from the three credit bureaus ( XXXX, Equifax, and XXXX ) that there were two credit inquiries on my credit report which I didn't authorize. 

As a victim of identity theft I want the credit inquiries removed from my credit reports. I called XXXXXXXX XXXX and XXXX XXXXXXXX XXXX  and they told me to contact the credit bureaus to remove the credit inquiries. I contacted the credit bureaus but they were not helpful.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: SD

Complaint narrative:
On XX/XX/2023 I ordered {$2000.00}. from my debit card to be picked up in XXXX XXXX from my Moneygram account. I received a conformation but on the top it said " After careful review, your profile is closed and transaction declined ''. It had the authorization no. XXXX saying pick up cash in minutes. I went on Chat with the company and they would not tell me why my account was closed. To go to the local office in XXXX XXXX. I called their XXXX number and again they would not tell me why my account was closed. She said it was for my protection. Both the chat and the call told me to go into the local office and place the order. I went to the local office in XXXX XXXX XXXX XXXX and was told I could not place an order for money from the XXXX to XXXX XXXX, but could only send money out of XXXX XXXX. The office called moneygram and handed the phone to me. The first person I talked to said so sorry go to the local office, after I had told her I was at the local office. I asked for a supervisor and after some time the supervisor came on the line. I explained the situation again. She would not tell me why they closed my account or help me at all. I told her that I had been told 4 times by different people to go to the local office to place the order for the money and I was at the local office and they said they can not do it. No help at all. Now I had to pay a taxi both ways and now have to pay even more money to transfer directly from my bank or get from my credit cards. Moneygram is a very bad company with people who don't know what they are doing. And do not help resolve the issues.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA

Complaint narrative:
Dear XXXX, TransUnion and XXXX. 

XXXX account # XXXX According to the FCRA 15USC 1681B Permissible purpose- The XXXX ChargeOff account is inaccurate and is in violation of my rights and defamation of my character. 

On XXXX XXXX I mailed out letter for verification of the negative XXXX XXXX that is being placed on my credit report. ( see attachment letter ) I mailed it certified ( see attached receipt ) using the address on my credit report. XXXX NEVER responded to my letter within or pass the 30 day mark. They also never updated my account with them after receiving the my written letter. The FCRA, or the Fair Credit Reporting Act, says that disputes must be answered in 30 days, and creditors that fail to meet that criteria can be punished. They must at least respond to you in 30 days, and if they fail in that, the disputed item is required to be removed. 

This account was not validated and because of that I DEMAND that this inaccurate account be removed off my credit file ASAP!

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 non-monetary relief
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: CCS Financial Services, Inc.
State: NC

Complaint narrative:
On XXXX, 2021 a collection from credit collection service was reported to my XXXX credit and I believe it is a fraudulent account after man attempts to get it remove XXXX still hasnt removed it claiming it has been verified but I dont believe it has can you please look into it

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: ACIMA CREDIT, LLC
State: CA

Complaint narrative:
IN RESPONSE TO PREVIOUS CFPB COMPLAINT : XXXXXXXX XXXX ) RENTAL-PURCHASE AGREEMENT LEASE NO : # XXXX LEASE DATE : XX/XX/2023 Please provide with me with the proof of wet signature to confirm my leasing deal with this company. Failure to do so will be in direct violation of several subsections under 15 USC 1692e. Also, any attempt to furnish my information negatively as a result of this complaint and the failure to provide a proof of wet signature for this leasing agreement will be liable under 15 USC 1692j and 15 USC 1692k.

This is a final warning to Acima Credit to remove my leasing agreement on file and update me with the results. 

I will sue if these needs are not met.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
In accordance with the Fair Credit Reporting Act XXXX Account # XXXX, has violated my rights. 

15 U.S.C 1681 section 602 A. States I have the right to privacy.

15 U.S.C 1681 section 604 A section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions

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 non-monetary relief
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
In accordance with the Fair Credit Reporting Act XXXX Account # XXXX, has violated my rights. 

15 U.S.C 1681 section 602 A. States I have the right to privacy.

15 U.S.C 1681 section 604 A section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions

Company response to consumer: Closed with explanation
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, 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:
In accordance with the Fair Credit Reporting act XXXX XXXX XXXX account # XXXX, XXXX account XXXX XXXX, XXXX XXXX XXXX XXXX account # XXXX, has violated my rights. 

15 U.S.C 1681 Section 602 A States I have the right to privacy.

15 U.S.C 1681 Section 602 A Section 2 : It states a consumer reporting agency can not furnish an account without my written instruction.

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 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: AL

Complaint narrative:
In accordance with the fair credit reporting act XXXX XXXX Account # XXXX, {$1900.00}, has violated my rights. 

15 USC 1681 SECTION 602 STATES I HAVE A THE RIGHT TO PRIVACY.

15 USC 1681 SECTION 604 A SECTION 2 : IT ALSO STATES A CONSUMER reporting agency can not FURNISH AN ACCOUNT WITHOUT MY WRITTEN INSTRUCTIONS.

15 USC 1666B : A CREDITOR MAY NOT TREAT A PAYMENT ON A CREDIT CARD Account under an OPEN-END CONSUMER CREDIT PLAN AS LATE FOR ANY PURPOSE

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 non-monetary relief
Consumer complaint received 2023-03-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: AL

Complaint narrative:
In accordance with the fair credit reporting act XXXX XXXX Account # XXXX, {$1900.00}, has violated my rights. 

15 USC 1681 SECTION 602 STATES I HAVE A THE RIGHT TO PRIVACY.

15 USC 1681 SECTION 604 A SECTION 2 : IT ALSO STATES A CONSUMER reporting agency can not FURNISH AN ACCOUNT WITHOUT MY WRITTEN INSTRUCTIONS.

15 USC 1666B : A CREDITOR MAY NOT TREAT A PAYMENT ON A CREDIT CARD Account under an OPEN-END CONSUMER CREDIT PLAN AS LATE FOR ANY PURPOSE

Company response to consumer: Closed with explanation