vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: Better Mortgage, Inc.
State: FL

Complaint narrative:
I am filing a complaint regarding a refinance application with Better and a {$500.00} appraisal/lock deposit that has not been refunded as promised. 
I applied to refinance my home with Better and paid a {$500.00} deposit for the appraisal/lock. At no point before I paid this fee was I clearly informed that the new loan amount would increase from approximately {$390000.00} to {$400000.00}, or that additional costs would be financed into the loan. These are material terms that should have been disclosed up front. 
Once I learned about the higher loan amount and the way fees were being rolled into the loan, I decided not to move forward with the refinance due to these undisclosed terms. I contacted Better to cancel. 
On a recorded phone call, the representative confirmed that my loan application was canceled and clearly stated that my {$500.00} deposit would be refunded to my card within 710 business days. I relied on this promise.

The refund never appeared. I followed up multiple times : I was told again by phone that I would receive a refund. 
Later, I was told that the refund had supposedly been processed and that it would take 1014 business days to show on my card. 
I waited beyond that timeframe as well, and no refund was ever credited to my card. 
I asked for proof of the refund ( date, amount, last 4 digits of the card, transaction/reference ID ) and for written confirmation. Instead of providing documentation, the company has repeatedly delayed, given inconsistent explanations, and now largely stopped responding to my requests. 
To summarize : Key loan terms ( higher loan amount and rolled-in costs ) were not properly disclosed to me before I paid the deposit. 
On a recorded line, Betters representative promised a refund of the {$500.00} deposit in 710 business days. 
I was later told again that a refund would be issued and/or had been processed. 
The refund has never posted to my card, and Better has not provided proof that it was actually processed. 
I am requesting that the CFPB : Require Better to honor the refund that was promised on the recorded call and return the full {$500.00} to my card ; and Review Betters practices related to disclosure of material loan terms and their handling of refunds that are promised to consumers but not delivered. 
I have saved the written communications and can provide dates of phone calls and copies of messages showing the conflicting information and promises about the refund.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 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: Credit Karma, LLC
State: NE

Complaint narrative:
On XX/XX/year>, Credit Karma MoneyXXXX repaid my Paycheck Advance automatically from my paycheck deposit. The repayment totaled {$500.00} ( XXXX transactions : {$400.00} and {$100.00} ) and included XXXX instant access fee charges of {$2.00} each. After the repayment posted, the Paycheck Advance feature stopped allowing me to request an advance. The Request Advance option/button disappeared from my app and I could no longer access or request funds, even though repayment was completed. 
I contacted Credit Karma support multiple times via live chat on XX/XX/year> to ask why the Paycheck Advance request option was removed and to confirm whether I remain eligible. One agent stated I was still eligible, but did not restore access or provide any explanation. Another agent later stated they did not have visibility into eligibility. Support repeatedly refused to provide basic information including : ( 1 ) whether I am currently eligible for Paycheck Advance, ( 2 ) whether my available advance amount is {$0.00} or if my account is in a cooldown/reset period after repayment, ( 3 ) when the Request Advance option will return, and ( 4 ) a case number/ticket/reference number for the escalation request. Support representatives ended/closed the chats without providing a tracking number or meaningful resolution. 
This is causing financial hardship because Paycheck Advance is marketed as available for eligible users with direct deposit, but after repayment, access was removed without notice, explanation, timeframe, or tracking. I am requesting that Credit KarmaXXXX immediately review my Paycheck Advance eligibility and account status, restore access if eligible, and provide a written explanation for why the feature was removed, including the exact reason, the date the change occurred, and a reference/case number for the escalation.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Chime Financial Inc
State: OH

Complaint narrative:
I disputed a XXXX charge for item not as described. I ordered shoes in mens size XXXX and received toddler-size shoes. XXXX refused to issue a refund despite evidence. 

Chime denied my dispute after more than a month without properly applying chargeback protections for wrong item delivered. I have screenshots of the order showing size XXXX, photos of the incorrect item, and proof that the merchant refused resolution. 

I am requesting that Chime reopen and properly review the dispute under card network rules for merchant error.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: ENCORE CAPITAL GROUP INC.
State: VA

Complaint narrative:
Around XX/XX/XXXX, I sent certified mail debt validation and dispute letters to XXXX, as well as to the associated collection agencies. Approximately XXXX weeks later, I received responses from the credit bureaus stating they were unable to verify my identity. In response, I promptly sent identity verification documents via certified mail, including a copy of my drivers license, Social Security card, and proof of address. After submitting this information, I received no further written correspondence from any of the credit bureaus. Instead, the bureaus proceeded to update my credit reports electronically, indicating that the accounts were verified and updated through their online dispute systems, without providing me any written notice, explanation, or documentation of how the debts were verified. This response did not meet the requirements of proper debt validation under the Fair Debt Collection Practices Act ( FDCPA ) .. Additionally, I sent follow-up certified letters to XXXX, requesting XXXX Continued investigation of the disputed accounts The method of verification used to allegedly confirm the debts To date, I have received no written responses from any of the credit bureaus regarding these requests. All activity has occurred solely through electronic updates, without proper notice or disclosure of verification methods. As of XX/XX/2026, one of the four collection accounts was removed, which further supports my position that the remaining accounts were not properly verified. Based on the above, I believe the credit bureaus and collection agencies have : Failed to provide proper debt validation Failed to disclose the method of verification Failed to provide required written responses Failed to comply with the 30-day investigation requirement Continued reporting unverifiable information I believe these actions constitute noncompliance with the Fair Credit Reporting Act ( FCRA ) and the Fair Debt Collection Practices Act ( FDCPA ), and that my credit file has been mishandled.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-21 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: EQUIFAX, INC.
State: CT

Complaint narrative:
Evidence of the XX/XX/XXXX Auto Pay Request : I requested that the company acknowledge and review the formal Auto Pay enrollment I submitted on XX/XX/XXXX, which their representatives have previously confirmed exists in my account notes. 


Correction of Administrative Failure : I requested the removal of the XXXX delinquency marks reported for XX/XX/XXXX through XX/XX/XXXX, which were the direct result of the company 's failure to process that automation. 


Validation of XX/XX/XXXX Payment : I requested they acknowledge that the account was brought to a 100 % current status on XX/XX/XXXX, immediately upon my discovery of their system error. 


Refutation of " XXXX XXXX '' Justification : I requested a review of the administrative failure to pull funds rather than the irrelevant " lack of deferment/forbearance '' reasoning provided in their XX/XX/XXXX, denial letter. 


Notification to Credit Bureaus : I requested that the company notify XXXX, Equifax , and XXXX  to delete the negative reporting and update my status to " Current/Paid as Agreed ''.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-21 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — Used obscene, profane, or other abusive language
Company: CSO Financial
State: OR

Complaint narrative:
Being over charged threatened and called a liar communication tactics and definitely incorrect information I have been paying on this debt for well over 3 years never missing a payment and was called on XX/XX/XXXX from a rep and was called a liar threatened actionwould be taken onme if I did not pay her directly every month she claimed I would not pay her only anyone else to get her trouble was not true she was never in the office and then called a liar not to mention laughed at when I was told my debt only grew even after paying for over 3 years this is not OK or legal also noticed my credit is ruined form only this company showing XXXX debt collectiosn for the same credit line for XXXX initially and XXXX shows over XXXX the one I been paying on and another for XXXX saying for XXXX XXXX also which I only have XXXX credit line for XXXX back in XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: CITIBANK, N.A.
State: OK

Complaint narrative:
I am a documented victim of identity theft. The account at issue was fraudulently opened and/or used without my knowledge or authorization. This fact has been established through multiple disputes, FTC Identity Theft Reports, FBI IC3 filings, and direct written notice to furnishers and credit reporting agencies dating back to XXXX. 

Despite receiving actual notice of identity theft, Citi transferred/sold the fraudulent account to XXXX XXXX XXXX XXXX who is now reporting and attempting to collect on a debt that is legally void. 

This conduct is unlawful. 

Under 15 U.S.C. 1681c-2 ( FCRA 605B ), once an identity theft report is provided, no entity may furnish, transfer, sell, or continue reporting the debt. Citis decision to sell the account after notice constitutes willful noncompliance. XXXX XXXX continued reporting and collection activity constitutes independent violations of both the FCRA and the FDCPA. 

XXXX XXXX has no permissible purpose to report or collect this account, as it is the product of identity theft and has been formally disputed with supporting documentation. Any assertion that this debt was verified is false and legally insufficient. 

This is not a first dispute. This is a re-aging and recycling of known fraudulent debt, which has caused ongoing financial harm including credit denials, higher interest rates, and insurance premium increases. 

Legal Violations Fair Credit Reporting Act ( 15 U.S.C. 1681 et seq. ) 605B Failure to block identity-theft information ; unlawful transfer after notice 611 Failure to conduct a reasonable reinvestigation 623 ( a ) ( 1 ) ( A ) Furnishing information known to be inaccurate 623 ( b ) Failure to correct or delete after notice 607 ( b ) Failure to assure maximum possible accuracy Fair Debt Collection Practices Act ( 15 U.S.C. 1692 et seq. ) 1692e False representation of the legal status of a debt 1692f Attempting to collect a debt not legally owed Dodd-Frank Act ( UDAAP ) Unfair, deceptive, and abusive acts by both original creditor and debt buyer Harm Caused Ongoing credit score suppression Loan and credit denials Increased interest rates Increased insurance premiums Time, expense, and emotional distress caused by repeated unlawful disputes

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 2026-01-21 00:00:00
Product: Debt collection — Auto debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: SANTANDER HOLDINGS USA, INC.
State: NY

Complaint narrative:
Account Santander Consumer USA # XXXX. Im unaware of this debt and did not have the opportunity to dispute this account. If you believe you sent proper notification, please provide 'Certified Mail with receipt displaying my signature. If not, please delete account # XXXX as soon as possible from my report or I will have to take legal action.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SANTANDER HOLDINGS USA, INC.
State: NC

Complaint narrative:
XXXX XXXX XXXX representatives consistently and repeatedly advised me over a period of three consecutive weeks that no XXXX payment was due and that my first payment obligation would begin in XXXX. These representations were clear and unambiguous. I reasonably relied on this information and made financial decisions accordingly. 
On the alleged due date, Santander contradicted its prior representations and demanded payment. This reversal occurred without notice and after weeks of consistent guidance to the contrary. 
I possess recorded calls, phone records, and supporting documentation confirming the information provided to me. Santander should also retain these records. 
I am requesting correction of the payment due date, waiver of any associated fees or charges, and confirmation that no negative credit reporting will occur as a result of Santanders inaccurate and misleading information.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-01-21 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: ENCORE CAPITAL GROUP INC.
State: IA

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 explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MS

Complaint narrative:
I am submitting this complaint regarding inaccurate, misleading, and unlawful debt collection and credit reporting by XXXX XXXX XXXX in connection with an alleged XXXX XXXX account. 

XXXX XXXX XXXX is reporting this account as an open collection with an incorrect and inflated balance. The amount being reported does not accurately reflect the original XXXX XXXX obligation, any contractual terms, or a valid accounting of the debt. 

This reporting violates the Fair Credit Reporting Act ( FCRA ) and the Fair Debt Collection Practices Act ( FDCPA ). Under 15 U.S.C. 1681e ( b ) and 1681s-2, furnishers are required to ensure maximum possible accuracy when reporting information. Reporting an incorrect balance and misrepresenting the status of the account as an active/open collection is materially inaccurate and misleading.

Additionally, under 15 U.S.C. 1692e and 1692f, a debt collector may not use false, deceptive, or unfair means to collect or report a debt, including misstating the amount owed or the legal status of the account. 

I have disputed this account, yet Ability Recovery Services has failed to provide competent evidence validating the alleged balance or explaining how the amount was calculated. No full itemized accounting, payment history, or contractual documentation has been provided to support the reported amount. 

If XXXX XXXX XXXX can not produce : A complete payment history A breakdown of how the balance was calculated Documentation showing legal authority to collect Proof the amount reported is accurate and authorized then continued reporting of this account is unlawful. 

Due to the inaccurate balance, misrepresentation of account status, and failure to properly validate, I am requesting that the CFPB require XXXX XXXX XXXX to permanently delete this collection account from all consumer credit reports. Correction is not sufficient where the reporting itself is materially inaccurate and misleading. 

WHAT TO REQUEST AS RESOLUTION Check all that apply : Delete this collection account Correct inaccurate credit reporting Provide written explanation and documentation Stop reporting this account LAW CODES YOU ARE ENFORCING ( FOR YOUR RECORD ) FCRA : 15 U.S.C. 1681e ( b ) Maximum possible accuracy 15 U.S.C. 1681s-2 ( a ) & ( b ) Furnisher accuracy & investigation duties FDCPA : 15 U.S.C. 1692e False or misleading representations 15 U.S.C. 1692f Unfair collection 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 2026-01-21 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Paypal Holdings, Inc
State: KY

Complaint narrative:
PayPal sent me email showing a debit from my account of a purchase of {$590.00}. When I called they wanted my person information from bank account and what was on my computer. Then hung up on me.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: GOLDMAN SACHS BANK USA
State: NY

Complaint narrative:
On XX/XX/year>, I opened a new Apple Card account with Goldman Sachs. The account was opened in error and was closed within XXXX hours. I contacted Goldman Sachs to confirm whether the account or the resulting hard inquiry could be removed from my credit report, as the account was unused. 

Customer support explained they could not delete the account or inquiry and directed me to XXXX XXXX  advised that only the bank could request removal of the inquiry. 

I am not disputing the accuracy of the inquiry, but I am requesting a goodwill removal as a courtesy due to the immediate closure and lack of activity.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Debt or credit management — Student loan debt relief
Issue: Unauthorized withdrawals or charges — 
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I had a closed education account by a company called USDOEXXXX XXXX Experian let this same company reopen my account under a different name, violating my rights, sharing my personal information without my permission that I need gave them to use! Through other credit company this account is closed, Experian is violating my rights

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 2026-01-21 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: CA

Complaint narrative:
My Paypal account was permanently banned with a balance of around {$150.00} USD in the account. I was not given a specific reason why, just a vague email that is sent automatically. I requested detailed information from Paypal as to why my account was banned and my funds not accessible for 120 day in order to dispute their claims with evidence. My request fell on deaf ears and I am forced to file a complaint with the CFPB with has helped in the past.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
About XXXX weeks ago, American Express opened complaint XXXX in reference to purchase protection claim XXXX but it has not been resolved. On XXXX XXXX XXXX, I followed up via phone call and the Agent representative refused to address and/or resolved the issue. The Agent did confirm that American Express had all the documents necessary to resolve the claim but did not want to provide any resolution date nor updates.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Debt collection — Auto debt
Issue: Written notification about debt — Notification didn't disclose it was an attempt to collect a debt
Company: Westlake Services, LLC
State: GA

Complaint narrative:
Attempting to collect and report a deficiency barred by Georgia UCC law due to failure to provide notice of sale. 
My vehicle was repossessed by Westlake Financial and sold without no notification of sale and now im being harassed of a balance owed as well being reported on all credit bureaus as full balance and I would like this resolved immediately please as possible the amount reported is {$9000.00}

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: ALLY FINANCIAL INC.
State: PA

Complaint narrative:
I opened a new checking account with Ally Bank on XX/XX/XXXX using the bonus promotion code " XXXX. '' Due to the XXXX XXXX XXXX XXXXXXXX and some administrative delays, the account was not officially opened and available for me to use until XX/XX/XXXX, at which point the bank had already canceled the bonus promotion. Due to this delay, I reached out to customer service to confirm that my bonus code had been correctly applied using the date I requested to open the account ( XX/XX/XXXX ). The bank confirmed this was the case, and I completed the terms of the payout in XXXX and XXXX ( XXXX consecutive months of $ XXXX direct deposits ). Despite completing this on XX/XX/XXXX and following up with customer service numerous times, I have not received the {$300.00} bonus payout in the 30 day window following the XXXX direct deposit that the bank advertised. The bank is in the process of escalating the issue but to date I have yet to receive any additional information or a confirmation that the bonus payout will be sent.

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