vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2025-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Funds were deposited on XX/XX/XXXX, and are now being held until XX/XX/XXXX. I can not access any of the funds, not even a partial release. If I can not access my funds in time, I will have overdrafts, fees and possibly utilities/insurance cancelled.

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 2025-12-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT

Complaint narrative:
I closed my Capital One XXXX credit card ending in XXXX on XX/XX/XXXX. 
In XX/XX/XXXX I received a call stating I owed them {$46.00} for a XX/XX/XXXX charge. 
When I asked them what is was for they stated they did not know but it was due. 
I told them that explanation was not sufficient and they could be a scammer and if they sent me something in the mail I would respond to that. 
In XX/XX/XXXX I received a paper document in the mail. When I called them to ask what is was for they again say they did not know but it was now {$160.00} that was due. I asked to speak to a supervisor. It took an hour for the supervisor to research it and I was told a charge for {$46.00} was resubmitted on XX/XX/XXXX. An interest charge of {$110.00} for THEIR incompetence is not right. I offered to pay the {$46.00} in XX/XX/XXXX after finding out I had no responsibility for their mistakes but they said it would go to a collection agency. I feel they are taking advantage of me by trying to cover up THEIR neglect. They stated they sent me something in the mail in XX/XX/XXXX but also stated because I was paperless they could not send me anything. Makes no sense. It is not my fault it took them XXXX  months to send me something in the mail. Which I paid {$160.00}. I only owed {$46.00}. I feel they should have not hit me with a {$110.00} interest charge for THEIR mistakes that took XXXX months to clear up. Thank you.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2025-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BOK FINANCIAL CORP
State: OK

Complaint narrative:
Dates and ammoutnts are attached. It was 11 transactions that occurred from a stolen device in the course of a violent robbery XXXX reg XXXX XXXX states that is fraudulent. I benefited nothing from this, ive been a customer with XXXX of Oklahoma for over 22 years and in the course of XXXX hours in the middle of the night over double the entire previous months withdrawls took place. I reported it immediately and due to the violent robbery taking a horrible toll on my family it took us about 9 months to adress this but a bit of time shouldn't change a fraudulent charge into not being fraud anymore. We have tried everything we can think of to do.what we needed to. That same night we canceled the card and reported it fraud, filed a police report detailing the violent robbery. Reported the phone they used to conduct this fraud as stolen and showed them proof of it clearly not being me. If 11 random amount overnight withdrawls totaling over 2x the ammount of the entire previous months withdrawls didnt throw up red flags for them to put a hold or something on the card or atleast call and check, theyve denied XXXX $ unusual transactions before. We've brought it to them when it first happened and they said their investigation proved no fraud happened. But the letter was dated XX/XX/year> over charges that occured on XX/XX/year>. So less that 24 hour investigation seems like they didnt check very well. And everything that has transpired from that I beilive was from that 1st investigation. I hope a entirely new investigation will show we were and as victims of a violent robbery reg E should be on our side it was the same as someone stealing my atm card. Pleae help thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2025-12-31 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: CT

Complaint narrative:
I made a {$6000.00} payment through my MOHELA account to the Department of Education on XX/XX/2025. The payment was made on the appropriate website. The payment was confirmed on XX/XX/2025, with confirmation number XXXX. While the amount was withdrawn from my bank account by MOHELA/Department of Education , the transaction is not displaying in my payment history on MOHELA. I have documented proof including the payment confirmation email from MOHELA and my bank account withdrawal verification. A payment totaling {$800.00} was applied to my account on XX/XX/2025. But where did the rest of my money go? I am missing a total of {$5100.00} toward the loans I have. 

I first noticed the payment had not been applied to my loans in late XX/XX/2025. Initially, I assumed it might be a processing delay. By XX/XX/2025, when the payment remained unprocessed, I filed a formal payment inquiry request. The only response I received was an automated acknowledgement email. On XX/XX/2025, I submitted a second request, this time as a customer service inquiry, which again resulted in only an automated response promising future contact. 

Due to MOHELAs continued lack of response, I escalated this matter by filing a complaint with FAFSA on XX/XX/2025. Despite their standard protocol promising contact within 15 business days, I received only an automatic reply. Next, I filed an official complaint with MOHELA on XX/XX/2025, which has also gone unaddressed. Throughout this process, my phone calls to MOHELA are no longer being answered, emails remain unresponded, and formal complaints to both the Department of Education and FAFSA have yielded no resolution. On XX/XX/2025, I received the only communication so far from FAFSA, stating that MOHELA is reviewing my payment and missing money. That my FAFSA complaint will be closed and it is up to MOHELA. No name or contact was given in regards to this email. I eventually received what appears to be an automated response confirming they did receive my payment in the total of {$6000.00} USD but it has still not been applied to my loans to this day XX/XX/2025. The loans I paid off are not showing as paid off and the money has not been applied to any other loans. 

Given the lack of response and the missing payment, I am hesitant and afraid to make additional payments until this issue is resolved. Interests are accruing on all of my loans. The initial {$6000.00} payment remains unaccounted for, and interest continues to accrue on my loan balance. This is incredibly stressful on me.

Company response to consumer: Untimely response
Consumer complaint received 2025-12-31 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Paypal Holdings, Inc
State: TX

Complaint narrative:
On XX/XX/year>, PayPal permanently limited my account without any prior notice, warning, or request for clarification. I was not informed of any specific transaction, action, or policy that I allegedly violated.

After the limitation, I contacted PayPal customer support multiple times to request clarification, a human review, and the opportunity to appeal the decision. PayPal repeatedly stated that the decision was based on internal risk assessments but refused to identify any specific violation or category of non-compliant activity. I was also told that the decision could not be appealed.

I carefully reviewed PayPals User Agreement and do not see any section that my account activity violates. Without being told what I allegedly did wrong, I have no meaningful ability to respond, explain my activity, or defend myself in good faith. 
For context, I am an XXXX influencer. Some payments received were reimbursements from sellers for purchasing products in order to create honest reviews and video content. All transactions were lawful and legitimate. Additionally, some transactions involved personal transfers to my immediate family in XXXX, which are lawful personal remittances. 
I am a Texas resident and a law-abiding individual. I always report my income and comply with tax obligations. PayPals refusal to provide any explanation or a fair appeals process has left me without transparency or procedural fairness.

I respectfully request CFPB assistance in requiring PayPal to provide a clear explanation of the alleged violation and to conduct a proper manual review of my account with an opportunity for me to respond

Company response to consumer: Closed with explanation
Consumer complaint received 2025-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year> my business debit card was fraudulently used to purchase multiple items through XXXX and XXXX totaling nearly {$4000.00}. Chase reimbursed the XXXX purchase for approximately {$210.00}, however have refused to reimburse the XXXX charges totaling over {$3700.00}. All charges were done on XX/XX/year> while I was at work in a prison at California XXXX XXXX XXXXXXXX and XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ). After getting out of work I noticed the charges and immediately notified Chase. Days later, Chase refused to credit my account stating the charges were " authorized. '' I have never purchased nor authorized anyone to make purchases on this account. Furthermore, I contacted XXXX via telephone and initiated an investigation through XXXX, which I found out the purchases were made via online purchases ( track IP address ) and picked up the same day in the XXXX in XXXX, Minnesota. I have proof I was at work during the time of purchase and pickup. I can not be in XXXX places at XXXX time! I have filed a police report through XXXX XXXX XXXX XXXX Department, a complaint through the Federal Trade Commission Fraud report ( report # XXXX ) and will continue to complain demanding a reimbursement of fraudulent charges. Chase Bank has refused to reimburse me anything from XXXX due to XXXX stating the charges were " authorized. '' Im in a disgusting cycle of " go complain to your bank, '' and " go ask XXXX. ''

Company response to consumer: Closed with explanation
Consumer complaint received 2025-12-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Selene Holdings LLC
State: WI

Complaint narrative:
I have a XXXX XXXX XXXX XXXX case # XXXX XXXX XX/XX/XXXX. I reinstated my mortgage in XX/XX/XXXX. I disputed the foreclosure and bankruptcy attorney fees and costs and never rec 'd a response for my request. I paid the full reinstatement amount and have continued making my payments however there are still corporate advances showing on my account. I called again XX/XX/XXXX and asked for a full review and written response of the legitimacy of the charges on the reinstatement quote after discharge and have not received a response.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-12-31 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Spring Oaks Capital, LLC
State: TX

Complaint narrative:
In XX/XX/year> I lost my wallet which included my DL, Social Security Card and an old Employee Benefits card from an employer i hadnt worked for in 2 years, at the time. On XX/XX/year>, I opened a letter in the mail from Spring Oaks Capital LLC informing me I had an open account of {$5200.00}. My husband and I called them that evening, in which the representatives seemed to be apprehensive about us disputing and putting this into fraud. Judging by the details provided, the account was originally a loan opened under my name with XXXX Bank on XX/XX/XXXX using the information i had lost in my wallet. The person who frauded me used an email and bank account that didnt belong to me as well. 

for close to 2 months, my husband and I have been in contact with Spring Oaks LLC disputes dept and have had no success in successfully disputing this claim. We have sent all listed information and have asked for more specific items they need from us to send to confirm our case. As of XX/XX/XXXX, per their request on XX/XX/XXXX, I emailed them copies of a police report, FTC affidavit, Social Security Card, Utility Bill, and Drivers License, along with confirmation that I am in the works of obtaining a letter from my ex-employer stating I did not work there at the time listed on the original application to confirm income ( they did not request this, i took the initiative to obtain it ). I also added a copy of my formal request to have my social security card replaced in XX/XX/year>, showing i lost it around the time the loan would be opened. I also requested they send me a copy of my e-signature or docusign on the original application. Today, XX/XX/XXXX, they responded with nothing more than a letter stating the account belongs to me and attached a copy of the original loan application that still does not have my signature on it. 

During this process, Spring Oaks LLCs dispute team has not listed any physical reasons to reject my claim nor guide my in the direction of what documentation from my end will resolve the matter. they have denied my claim twice since XXXX and have not said anything more than we have reviewed your account and have confirmed the name and amount owed on the account. Based on our investigation of your dispute, we have determined that you are the correct consumer listed for this account. when denying my claim, and attaching a copy of the original loan application which possess my stolen information.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2025-12-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: Bread Financial Holdings, Inc.
State: CT

Complaint narrative:
I am making this complaint a second time. The company responded by crediting me {$50.00}. OK, that's nice, but it did nothing to solve the problem. 
I have an XXXX XXXX XXXX XXXX issued by Comenity ( Bread Financial ). For over a year, I have been unable to access my online account. When I attempt to recover my username or password, I receive the message : Were experiencing a technical issue. Our team is working to resolve this as soon as possible. Please try again later. When I try to register, the site says the account is already registered, leaving me stuck in a loop. I have tried multiple browsers, devices, and private/incognito sessions. I sent a certified letter requesting that Comenity delete or de-provision my existing online profile so I could re-enroll. I received a form response instructing me to call customer service, which I have already done previously without resolution. I have significant cash back rewards that I can not access because of this issue. I am requesting that Comenity/Bread Financial reset my online access by deleting the existing online profile and allowing me to re-enroll, or otherwise provide a working method to access my account online. Requested resolution : Restore my ability to access my online account by resetting or re-provisioning online access without requiring another phone call.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: BMO BANK NATIONAL ASSOCIATION
State: NC

Complaint narrative:
I called earlier this year to ask about the fees being charged to my chequing account. They then told me that they were unable to tell me because I failed verification ( 3 days after opening my account ). When I asked them why I was not notified, they told me they couldn't tell me. They told me that this would reset after a couple months. As this did not affect me using my physical card, I waited. In XXXX, I was blocked from using my debit card. I called again and every time I asked to speak to a manager, the call was disconnected. I was finally able to reach someone and they told me I needed a notarized letter. I provided the notarized letter and the only US government ID that I have ( XXXX XXXX XXXX XXXX ) and they told me that was not valid and that I also needed the business card from the notary. 
They will not answer how I was able to open an account without a US government ID, why I am still able to access my online banking, why they are charging me service fees when I am unable to use my card. They also are unable to freeze my account or close my accounts. I am currently unable to do anything and they are still charging me fees. 
I have tried many times to resolve and am currently stuck with an account I would like to close, charging me monthly fees.

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 2025-12-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
I submitted my mortgage recast request to Newrez in XX/XX/year> and was told that I would receive an agreement to sign very soon and that my monthly payment would be adjusted by XXXX. I called Newrez immediately after making the recast payment and was told that the payment had been received and properly applied as a recast. 

After waiting XXXX weeks without receiving the agreement, I called again and was informed that my payment had not been recognized as a recast and that a change request needed to be submitted. Over the following month, I made more than XXXX phone calls and received inconsistent and incorrect information from different representatives, yet still did not receive the agreement. 

Eventually, a representative emailed me the agreement and instructed me to mail it back, which I did. XXXX week after mailing it, XXXX representative told me it had been received and my monthly payment will be revised soon. However, just the second day, on XX/XX/XXXX, Newrez sent me the agreement through XXXX. I called asking the reason and was told they did not recevie my agreement and this case need to be completed by XX/XX/XXXX thus they send a XXXX. I do not know what to say, but still signed and confirmed receipt of my signature. I was promised that my monthly payment would be adjusted by XX/XX/XXXX, or at the latest by XX/XX/XXXX. 

However, as of XX/XX/XXXX, no changes had been made to my monthly payment, despite my speaking with a manager.They paused my automatic payment in XXXX and told me that I have 16 days grey period to pay XXXX payment while waiting my recast. 

Here is the website of this compnay : XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2025-12-31 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: NC

Complaint narrative:
My account was deactivated citing violation of terms, however paypal will not answer what terms were violated. They are withholding my funds for XXXX  days, but again will not give me any information about why they are holding my money. I have made several attempts to get answers from customer service without success. They continue to give me generic, unhelpful responses.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-12-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: ME

Complaint narrative:
Company : PayPal Credit / Synchrony Bank Account : PayPal Credit Issue Type : Improper late fees, billing error, unfair collections practices Summary I am disputing recurring late fees assessed by PayPal Credit ( Synchrony Bank ) that resulted from incorrect instructions and a malfunctioning payment systemnot from any failure to pay on my part. These fees have compounded month to month and inflated my minimum payment despite timely payments and a perfect payment history with XXXX Synchrony accounts. 

XXXX and Billing Error In XXXX, a one-day delay occurred due to PayPal Credits call-in payment system malfunction, which is my only available payment method ( online payments from my bank are not accepted ). PayPal Credits automated phone system instructed me that the {$30.00} late fee would be reversed and to allow XXXX days for the reversal to appear. Relying on that instruction, I paid the minimum amount due. The reversal did not post until the following billing cycle, causing a second late fee. Since then, late fees have continued to roll forward monthly despite payment, creating compounding penalties caused by Synchronys timing and system failure. My usual minimum payment is approximately {$120.00} ; it is now {$230.00}, despite the original late fee being reversed. 

XXXX XXXXXXXX XXXX collections representative stated that a {$41.00} courtesy credit would not post until the next cycle, meaning another late fee would be assessed before it applies. I was urged to close my account or enter a payment arrangement despite my account not being in default, and I was advised to borrow money to pay disputed fees. 

Access and Dispute Barriers I mentioned having low vision only to explain difficulty navigating Synchronys limited and unreliable payment systems. I did not request hardship assistance. Synchrony provides no functional written dispute channel ( no secure messaging or working email ). A prior CFPB complaint was closed when the response portal failed to load ; I was told to hire an attorney. 

Requested Resolution I request that the CFPB require Synchrony Bank to remove all improper late fees and related interest, restore my account to its correct standing and minimum payment, confirm that my credit will not be harmed, and provide a functional written dispute process. 

These charges stem from Synchronys system failures and the instructions I was given.

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 2025-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
As of Monday night XX/XX/year> my Chase bank account was closed by chase. My account was only negative for 30 days but before closing process be gained I got a call from chase asking me when can I bring the account to current status I ensure and told them I will be making a deposit by XX/XX/year>. And Monday night comes and account is closed.

Company response to consumer: Closed with explanation