vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-02-04 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Payday loan
Issue: Charged fees or interest you didn't expect — 
Company: ENOVA INTERNATIONAL, INC.
State: TN

Complaint narrative:
I took out a loan with CashNetUSA for {$2400.00} during a time when my family needed help catching up on bills. Very quickly, I realized how hard this loan was to manage. 
Within about a month and a half my balance has grown to {$3000.00} even though I have previously made a payment of {$380.00}. After that payment, my balance barely went down because I was being charged daily fees and daily interest. 
When I reviewed my statements more closely, I saw that I was being charged around {$16.00} {$17.00} every single day in customary fees, on top of interest. These daily charges added up to hundreds of dollars very quickly and have made it feel impossible to get ahead. 
During this time, I also took a small additional advance of about {$120.00}, which only increased the fees and interest further. The structure of this loan has made it feel like no matter what I do, the balance will keep growing instead of going down. Our having to pay a withdrawal of {$370.00} that continues to increase on paydays has only increased our already serious financial hardship for my household and puts us at risk of o

verdrafts and falling behind on essential expenses. Because of this, I revoked ACH authorization in writing and placed a stop payment with my bank to protect my account. I am asking for this loan to be reviewed for fairness and for help reaching a reasonable resolution, such as reducing or removing excessive fees, freezing interest, and setting up a repayment option that does not cause continued financial harm.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Complaint summary : My mortgage servicer, NewRez, improperly paid my homeowners insurance from escrow even though I pay the policy directly. This resulted in duplicate insurance payments, loss of pay-in-full discounts, and an inaccurate escrow shortage that continues to increase my monthly mortgage payment. 

Detailed description : I have historically paid my XXXX homeowners insurance directly and elected to continue paying the policy in full myself. Despite this, NewRez issued insurance payments from escrow in both XXXX and XXXX without authorization. 

I paid the XXXX policy directly in full for the XX/XX/XXXX renewal, with the policy designated as borrower-paid via credit card. Despite this, NewRez issued an escrow insurance payment of {$1100.00} on XX/XX/XXXX. 

NewRez also issued an escrow insurance payment of {$1200.00} on XX/XX/XXXX. Although this payment occurred in a prior policy year, it is still being carried forward and relied upon in NewRezs escrow analysis, despite the homeowners insurance being borrower-paid. 

These escrow payments duplicated my direct payments to XXXX and caused the insurer to temporarily remove my pay-in-full discount. While a partial discount was later reinstated, my escrow account, escrow analysis, and monthly mortgage payment remain inaccurate due to the continued treatment of the insurance as escrow-paid. 

As of XX/XX/XXXX, NewRezs escrow analysis continues to model homeowners insurance as an escrowed expense and relies on these prior improper disbursements to justify an ongoing escrow shortage, despite the policy being borrower-paid. 

Desired resolution : I am requesting a full escrow reconciliation identifying all insurance disbursements made by NewRez for XXXX and XXXX, confirmation of whether each escrow insurance payment was refunded or credited back to escrow, reimbursement or escrow credit for any duplicate insurance payments, and a corrected escrow analysis that removes homeowners insurance from escrow and results in an accurate monthly mortgage payment. 

XXXX XXXX XXXX XXXX XXXX XXXX, FL 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 2026-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Paypal Holdings, Inc
State: NH

Complaint narrative:
I was the victim of a scam involving an unauthorized XXXX transfer. On or about XX/XX/XXXX, I contacted my bank and XXXX XXXXmmediately to report the fraud and placed a stop. The initial attempt XXXX from my XXXX XXXX XXXX account ; after the stop was placed, XXXX  debited funds from a second linked account XXXX XXXX XXXX without my authorization. I promptly reported the unauthorized transaction, requested reversal, and provided a police report and FTC fraud report. Despite timely notice and documentation, the funds were not returned and my request for reconsideration was denied.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-02-04 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: HW Holding, Inc
State: TN

Complaint narrative:
XXXX is falsely reporting on my credit. I have never had any accounts with them. Per my research XXXX is a debt collector. They are falsely reporting on my credit!! Account number is # XXXX is falsely reporting to my credit file and is against my rights and fair credit act. Under U.S Code 1618d - Disclosure of investigation consumer report ; you are in violation.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-02-04 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: SANTANDER HOLDINGS USA, INC.
State: CA

Complaint narrative:
I am disputing the collection account with XXXX XXXX XXXX  XXXX, This account is unverified and does not belong to me. Despite my efforts to resolve this issue by contacting both the collections agency and the original creditor, I have not received any satisfactory resolution. I request an immediate investigation into this account and demand that XXXX XXXX XXXX provide verifiable proof of ownership and validity of this debt. I expect a swift response and the removal of this erroneous information from my credit report in accordance with the Fair Credit Reporting Act ( FCRA ). I had my identity stolen and this account must come from that.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-02-04 00:00:00
Product: Debt collection — Other debt
Issue: Took or threatened to take negative or legal action — Seized or attempted to seize your property
Company: Paramount GR Holdings, LLC
State: FL

Complaint narrative:
I am writing to address my concerns with XXXX XXXX, formerly XXXX XXXX, that I have been having since XXXX. 

XXXX XXXX installed solar panels on my home in XXXX, XXXX. I took out a loan on the panels through LoanPal. My rep at XXXX XXXX verbally promised a substantial savings on my Florida XXXX bill, enough to cover the solar loan, which was not accurate. XXXX was to base the number of panels and amount of savings on the previous resident 's yearly power bill, as I had only been in the house for a few month. 

Around XXXX of XXXX, my rep came around again and said I could get additional panels, which would give me 100 % offset on my power bill. XXXX put in a second system, with a separate loan. The system was supposed to connect with the original set of panels and the output to XXXX XXXX. This set of panels never produced any additional power. I repeatedly asked XXXX to check into the issue. XXXX sent out a tech who said the panels were not working properly ; however, the company refused to look into it further. XXXX said XXXX XXXX was not reading the power output properly, and XXXX XXXX sent out a tech who said the panels were not connected properly. An independent representative in my neighborhood from another solar company looked at my paperwork and advised the panels were not operating as they should be. 

In XXXX, XXXX I opened a complaint against XXXX ( now XXXX ) about the issues I was having with the panels. I a response from XXXX XXXX from XXXX, offering to address my concerns. That employee left the company soon afterward. After contacting XXXX again, XXXX did offer me a refund check for about {$700.00} in XXXX of XXXX, but would not release me from my contracts or address the technical issues of the system. 

Due to unforeseen financial changes, I filed bankruptcy in XXXX, XXXX. XXXX has placed a lien on my house for the loan and panels, which at this point are disconnected and haven't been in use since that date. The bankruptcy case is now dismissed, and XXXX has been contacting me to " catch up '' on the solar loan payments. There is no mention of getting the panels in working order. 

I feel I have been a victim of fraudulent practices by XXXX, as the panels never produced the amount of power and energy savings I was promised. I am aware of similar issues other consumers have had with this company. I am writing to get help in canceling my contracts with XXXX and possibly receive a refund for the amount I have paid on the loans, as the product is completely useless. 

I can provide the paperwork for the solar panels and loan documents if needed. 

Thank you in advance for your help. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-04 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: JPMORGAN CHASE & CO.
State: MD

Complaint narrative:
XXXX XXXX : XXXX : XXXX XX/XX/XXXX Consumer XXXX XXXX XXXX Department XXXX : Chase Bank XXXX XXXX Properly Investigate Unauthorized Charge ( Violation of Fair Credit Billing Act ) To Whom It May Concern, I am submitting this complaint against Chase Card Services for failure to properly investigate and correct an unauthorized credit card charge, in violation of the Fair Credit Billing Act ( FCBA ), 15 U.S.C . 1666, and its implementing regulation, Regulation Z, 12 C.F.R. 1026.13. 
Credit Card Issuer : Chase BankXXXX ( last XXXX digits ) : XXXX Merchant : XXXX XXXX XXXX  Agreement # : XXXX ( dated XX/XX/XXXX ) Insurance XXXX : XXXX XXXX Claim Reference # : XXXX Disputed Charge : * {$1100.00} posted XX/XX/XXXX Background Following a XXXX XXXX XXXX, I was provided a XXXX XXXX by XXXX XXXX At the rental counter, the XXXX employee handled the transaction and presented XXXX vehicles for me to choose from. I signed XXXXXXXX XXXX  Agreement # XXXX, dated XX/XX/XXXX. 
The signed XXXX agreement explicitly states on page XXXX in the Estimated Bill-to section that XXXX XXXX is responsible for 100 % of the XXXX charges. I provided my Chase credit card for incidentals only, which is standard industry practice. I did not authorize XXXX to charge my personal credit card for the XXXX balance and did not approve any upgrades or additional charges. 
Despite this written agreement, XXXX later charged my Chase card {$1100.00}. This charge directly contradicts the rental agreement and was not authorized by me. 
Chases Failure to Comply with the XXXX I timely disputed this charge with Chase and provided supporting documentation, including the XXXX agreement clearly assigning payment responsibility to XXXX XXXX. 
Under 15 U.S.C. 1666 ( a ) and 12 C.F.R. 1026.13, Chase is required to : * XXXX a reasonable investigation * Correct billing errors * Not hold a consumer responsible for unauthorized charges Despite clear documentary evidence, Chase improperly validated the charge and denied my dispute, failing to conduct a reasonable investigation as required by law. 
XXXX Requested I respectfully request that the CFPB require Chase Bank to : XXXX. XXXX and permanently credit {$1100.00} to my account XXXX. Correct any adverse account records related to this dispute XXXX. Provide a written explanation of how its investigation complied with FCBA requirements Chases refusal to correct this billing error has left me financially responsible for a charge that was never mine and contradicts the written agreement I signed. 
Thank you for your attention to this matter. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: WELLS FARGO & COMPANY

Complaint narrative:
I am submitting this complaint regarding recurring monthly service fees charged to my Wells Fargo XXXX Checking account following a change to the minimum balance requirement. 

When I opened the account, the minimum balance required to avoid monthly fees was {$500.00}. Wells Fargo later increased the minimum daily balance requirement to {$1500.00}, with a XXXX XXXX monthly service fee applied when this requirement is not met. 

Since this change, Wells Fargo has charged my account monthly service fees, including : {$10.00} on XX/XX/XXXX {$10.00} on XX/XX/XXXX {$15.00} on XX/XX/XXXX These fees were applied as a direct result of the updated account terms, not due to misuse of the account. 

I currently reside outside the United States. As an XXXX  customer, I was not reasonably able to manage the account or respond to the change in minimum balance requirements, and I was not provided with a practical or accessible way to avoid these fees once the change was implemented. 

I am requesting : A review of the monthly service fees charged since the minimum balance requirement increased A refund of the monthly service fees applied Written confirmation of the outcome I request that this matter be handled entirely in writing, as I am unable to reliably contact U.S. phone numbers from overseas. 

Thank you for your assistance.

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 monetary relief
Consumer complaint received 2026-02-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: AMERICAN EXPRESS COMPANY
State: MA

Complaint narrative:
I hold a XXXX XXXX American Express account and consistently pay my statement balance in full. My statement due date was XX/XX/year>. I submitted a payment on XX/XX/year>, which American Express reflected in my online account as posted, resulting in a {$0.00} balance prior to the due date. 

American Express did not notify me prior to the due date that the payment failed. I only discovered the issue on XX/XX/year>, when I noticed the payment had not been debited from my bank account. At that time, my American Express account still reflected that the payment had been made and that my balance was XXXX. 

Upon discovery, I immediately contacted American Express customer service. I was informed that the payment had not gone through, despite my online account indicating it had posted. I immediately re-submitted payment and brought the account current. The funds were available, and the reason the payment failed remains unknown. I received no bounce-back notification, email, phone call, or alert informing me that the payment had failed prior to the due date. 

As a result, American Express assessed {$700.00} in interest, treating the payment as having been made after the due date. 

I attempted to escalate this issue through American Express online chat and specifically requested a supervisor. The agent was initially reluctant to transfer me, and when I was finally told I was being transferred, the chat session was terminated with no supervisor contact or follow-up. 

I subsequently called American Express multiple times ( at least four separate contacts ). I was repeatedly told I would receive callbacks, none of which occurred ; I have had to initiate every follow-up myself. During one of these calls, a representative repeatedly refused to transfer me to a supervisor despite multiple requests and stated that the issue was partially my fault, even though the payment had been displayed by American Express as posted with a {$0.00} balance and I had received no notification of failure. These actions further delayed resolution and prevented escalation before interest was assessed.

Despite American Express displaying the payment as posted, failing to notify me of the failed payment, and failing to complete requested escalation prior to the due date, American Express assessed interest charges.

I am requesting a full reversal of all interest charges and written confirmation, as the charges resulted from American Express notification and process failures rather than any lack of good-faith payment on my part.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CAPITAL ONE FINANCIAL CORPORATION

Complaint narrative:
I am submitting this complaint regarding a Capital One 360 Checking account that I was able to successfully open and fund online, but which I can no longer access. 

Capital One approved my application and sent me confirmation emails welcoming me to my new 360 Checking account ( ending XXXX ). I was initially able to access the account and deposit funds, which Capital One accepted. 

As part of the application process, Capital One required identity verification. I completed this verification using my Social Security number, passport, selfie/biometric verification, email, and phone. Capital One subsequently emailed me confirming : You have been successfully verified and instructed me to resume my application using my application ID. 

Despite this successful identity verification, Capital One now has an incorrect mobile phone number associated with my account. I am blocked by XXXXstep verification, as verification cXXXXeXXXX  are being sent to that incorrect number. As a result, I am unable to sign in and access my account or my deposited funds. 

I currently reside overseas in XXXX and use an XXXX mobile number. I am unable to receive U.S.-based SMS verification cXXXXeXXXX can not call U.S. phone numbers from XXXX mobile services, and can not download the Capital One mobile app from the XXXX App Store. Capital One does not provide an email or written customer support channel, and all listed contact options require U.S. phone calls. 

The only communication channel I have been able to use is Capital Ones XXXX direct messages, which is not an appropriate or reliable method for resolving a bank account access issue. Through this channel, I have been advised that they are unable to assist. 

As a result, I am now completely unable to access a funded bank account, despite Capital One confirming that my identity was successfully verified and despite Capital One accepting my deposit. I currently have no viable way to access or recover my funds. 

I am requesting : Immediate restoration of access to my funded account using an alternative verification method that works for international customers, or Written instructions and assistance to promptly return my deposited funds to me if access can not be restored I request that this matter be handled entirely in writing, as I am unable to contact U.S. phone numbers from overseas.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-04 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AR

Complaint narrative:
I am disputing the collection account with XXXX XXXX XXXX XXXX This account is unverified and does not belong to me. Despite my efforts to resolve this issue by contacting both the collections agency and the original creditor, I have not received any satisfactory resolution. I request an immediate investigation into this account and demand that XXXX XXXX XXXX provide verifiable proof of ownership and validity of this debt. I expect a swift response and the removal of this erroneous information from my credit report in accordance with the Fair Credit Reporting Act ( FCRA ). I had my identity stolen and this account must come from that.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-04 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: SC

Complaint narrative:
I am disputing the 90-day late payment status on this account. I maintained a clear line of communication with the lender, yet I was never notified of any delinquency via mail or electronic communication until after the loan was paid in full. As the account is now closed and satisfied, I am requesting a 'good faith ' removal of this negative mark due to the lack of proper notification. Please note : this is a unique dispute based on a failure of notice, not a duplicate filing. I am committed to resolving this reporting error.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-04 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PNC Bank N.A.
State: GA

Complaint narrative:
After an XX/XX/XXXX residential fire loss, my mortgage servicer controlled insurance proceeds and required progress inspections through the XXXX program ( operated by XXXX ) using XXXX XXXX as the inspection vendor. PNC used inspection percent complete results as a gate for releasing insurance proceeds. 

In XXXX, the inspection vendor confirmed it did not receive the complete scope/estimate package for at least some inspections. Despite incomplete scope transmission, inspections proceeded and produced completion percentages that PNC relied on. In XX/XX/XXXX, a re-review changed the reported completion from about 30 % to 7 % without a clear written reconciliation of what changed and why, and without a meaningful stop/escalation mechanism. By XX/XX/XXXX, critical work was concealed behind finished walls, making a visual-only inspection incapable of verifying many structural and XXXX line items. 

PNCs counsel later stated that the inspections are visual-only/non-functional and not designed to verify workmanship or concealed/functional systems. Please see attached email for specifics. However, XXXX consumer-facing materials describe inspections as confirming repairs are completed and determining whether the property is fully restored. This mismatch, combined with incomplete scope transmission and inconsistent inspection outputs, undermined the reliability of the inspection gating and delayed my discovery of concealed defects. 

I requested ( 1 ) a complete reconciled loss-draft escrow ledger ( checks received, endorsements, deposits/returns, escrow deposits, disbursements, current balance ) and ( 2 ) the complete inspection order package for each inspection ( work order, documents transmitted, notes/photos, and all versions of reports including re-reviews ). PNC has declined to provide written inspection standards/governance ( what percent complete means, what must be sent to the vendor, what triggers disbursement, and what dispute/escalation process applies ).

Harm : I remain displaced. The insurers Additional Living Expense payments ended in XX/XX/XXXX while I continue paying loan interest/fees and also paying for alternate housing. The inspection gating process failed to provide reliable, auditable controls during a repair project involving structural and major XXXX scope.

Company response to consumer: Closed with explanation