vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-05-13 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: PA

Complaint narrative:
I opened an American Express Delta Gold business credit card on XX/XX/2026. The card was advertised on the application website as having no annual fee for the first cardmember year and a {$150.00} annual fee for subsequent cardmember years ). Despite this, I was charged a {$150.00} annual fee on XX/XX/2026. I then called American Express customer service on XX/XX/2026, and spoke to an agent who agreed that I should not have been charged an annual fee for the first cardmember year and told me that I would be reimbursed for the error with 7 to 10 business days. I did not get the {$150.00} reimbursement within the promised time period, so I called American Express customer service on XX/XX/2026, and spoke to an agent who also acknowledged that I'd been charged the annul fee in error and informed me that this error had also affected a number of other applicants for the same credit card, as well as that American Express was investigating the issue. I then asked how long the investigation would take, as well as when I would receive a reimbursement for the improperly charged annual fee, but the agent declined to give me any specific information in response to these questions. Today is XX/XX/2026, and I have neither received a reimbursement from American Express, nor received any additional communications or information from American Express regarding this issue.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
b'Mailing address was wrong inaccurate. Charges werent mine'

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 2026-05-13 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Klarna AB
State: FL

Complaint narrative:
I used Klarna to make a purchase and was asked to make the installments in 4-5 payments and the debt had been cleared with screenshots and proof I have been sending from XXXX. Klarna has been giv By me the run around and placed me in a 82 days past late on it and sent to debt collection which was paid off with XXXX and the email and screenshots of bank statements and emails of completion of payment and nothing has been done I have been trying for months and they keep saying someone would help me and nothing is getting done

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Keep getting calls about your loan
Company: Nelnet, Inc.
State: IN

Complaint narrative:
I am opted out of robocalls. I checked the website, it showed EXPLICITLY opted out. I keep getting robocalls from them asking me to call them back. I'm not deliquent, I don't have an upcoming payment within the upcoming months. I haven't dealt with them recently either. But here they are, robodialing me. I asked them to quit, even pointed out the fact I'm opted out of these calls. XXXX, employee number XXXX at Nelnet, actively refused. He refused to stop the calls and their position is that they can robo dial my cell phone and it's not robodialing. Even if it's the same recorder person twice, he tried to quote some silly nonsense about how autodialers " predict '' numbers, but that's not how it works at all, and I'm also EXPLICITLY OPTED OUT OF THAT. So I need them to follow the TCPA and FDCPA and stop contacting me via phone. I demand that they honor my opt-out. XXXX made it clear that they will NOT honor my opt-out, will NOT remove my phone number, and will continue to violate my rights as they see fit. I am royally incensed at this point that they're breaking the law and being flagrant about it!

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
On XX/XX/year>, I contacted Shellpoint Mortgage Servicing via online chat to request forbearance on my mortgage ( Loan # XXXX, property at XXXX XXXX XXXX, XXXX, CA XXXX ). After identity verification, I asked representative XXXXXXXX XXXX for an email address to submit a forbearance request. She did not provide one. She directed me to the online portal at myaccount.shellpointmtg.com, instructing me to navigate to the Mortgage Assistance tab and 'Apply for assist. ' I went to the portal and informed her that the apply for assistance option did not exist as described. She did not troubleshoot the issue. Instead she directed me to call ( XXXX ) XXXX. I then typed my complete forbearance request directly into the chat, including my loan number, property address, hardship explanation, confirmation that my home is actively listed for sale at {>= $1,000,000} with XXXX XXXX XXXX, the expected sale timeline of 60 to 90 days, and my contact information. Representative XXXX XXXX did not acknowledge my forbearance request, did not forward it to the loss mitigation department, and did not offer to escalate. She simply repeated that I should call the phone number. I told her : ' I tried hard and can not get through. Even this chat is not allowing me to contact the right person. ' The chat ended with no resolution. Since XX/XX/XXXX, I have made multiple phone calls to ( XXXX ) XXXX, ( XXXX ) XXXX, and ( XXXX ) XXXX. I have been unable to reach a loss mitigation representative on any of these lines. I have also emailed XXXX with no response. The online portal does not have a functioning forbearance application pathway as described by the representative. It is now XX/XX/year> XXXX days since my initial request. My XXXX payment is unpaid. I have not received any acknowledgment of my forbearance request, no Single Point of Contact has been assigned, and no one from loss mitigation has contacted me. I am at risk of credit damage when the missed payment is reported on XX/XX/XXXX. I submitted a complete written forbearance application to Shellpoint 's own representative on XX/XX/XXXX. Under Regulation X ( 12 CFR 1024.41 ), Shellpoint was required to acknowledge receipt within XXXX business days and evaluate me for loss mitigation options within 30 days. Neither has occurred. I am also sending a formal certified letter to Shellpoint 's loss mitigation department today documenting all of these failed attempts. I am requesting that Shellpoint immediately process my forbearance application, assign me a Single Point of Contact, and ensure my account is not reported as delinquent while my application is pending

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
I am writing to formally request debt validation for a collection account mentioned in a letter I recently received. Under my rights through the Fair Debt Collection Practices Act ( FDCPA ), I ask that your office provide clear proof that the debt is valid. This should include the name of the original creditor, the amount owed, a full payment record, and proof that I am responsible for this debt. I am making this request to ensure the information being reported is accurate and not the result of a mistake, fraud, or confusion. While waiting for proper validation, I ask that you pause all collection activity and reporting related to this account, as allowed by law.

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 2026-05-13 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: AMERICAN EXPRESS COMPANY
State: OH

Complaint narrative:
On XX/XX/XXXX, I was charged {$140.00} by XXXX ( XXXX XXXX. XXXX ). I cancelled the purchase within XXXXXXXX XXXX stated cancellation period, and XXXX initially acknowledged that the cancellation was timely. Despite this, XXXX refused to issue a refund and later claimed there was 'no record ' of the cancellation directly contradicting its earlier acknowledgment. I disputed the charge with American Express, which initially credited my account. However, on XX/XX/XXXX, Amex rebilled the {$140.00}, stating only that they had not received additional documentation. Their decision was not based on any evidence from XXXX that the service was delivered or that I agreed to non-refundable terms. On XX/XX/XXXX, I contacted American Express to reopen the dispute and provided additional context, including arguments under both insufficient-merchant-substantiation and non-delivery theories. American Express declined to reopen the dispute, stating it was 'unavailable at this time, ' without addressing the merits. I am requesting that American Express reopen the dispute, properly evaluate XXXXXXXX XXXX burden to demonstrate the charge was validly earned, and reverse the {$140.00} charge. I have a contemporaneous acknowledgment from XXXX confirming the cancellation was timely, which I am prepared to provide. Reference : Amex Dispute No. XXXX, Transaction Date : XX/XX/XXXX, Amount : {$140.00}.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: PA

Complaint narrative:
I am disputing the accuracy of the collection charge-off reported on my credit file. The information listed, including the balance, dates, account status, and ownership, appears to be inaccurate and not consistent with my records. I am requesting an investigation and full verification of this account. Please provide documentation validating the debt, including the original creditor details, date of first delinquency, and proof that the account was legally assigned or sold to the collector. If the furnisher can not verify the information with complete and accurate documentation, I request that the account be corrected or removed as required under the Fair Credit Reporting Act ( FCRA ).

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Credit reporting 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: PA

Complaint narrative:
I am disputing the accuracy of the collection charge-off reported on my credit file. The information listed, including the balance, dates, account status, and ownership, appears to be inaccurate and not consistent with my records. I am requesting an investigation and full verification of this account. Please provide documentation validating the debt, including the original creditor details, date of first delinquency, and proof that the account was legally assigned or sold to the collector. If the furnisher can not verify the information with complete and accurate documentation, I request that the account be corrected or removed as required under the Fair Credit Reporting Act ( FCRA ).

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 2026-05-13 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: TX

Complaint narrative:
XXXX restricted access to my account after I requested a refund for a transaction that was later resolved by the company directly. The only recent activity on my account was ordinary consumer spending, such as food purchases and charging my vehicle. The issue is especially concerning because I use XXXX as my primary financial account. My wages are directly deposited into the account, and I rely on the Venmo debit card and account services for daily living expenses. After the restriction was placed on the account, I was informed that access to my funds could be delayed for approximately 710 days. This created significant stress and concern because the restricted funds included money from my paycheck needed for normal expenses. I believe consumers are encouraged to rely on these services similarly to traditional banking, but account restrictions can occur suddenly and without meaningful explanation or timely human review.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Notification didn't disclose it was an attempt to collect a debt
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: WI

Complaint narrative:
There are collection accounts on my report that I believe contain inaccurate information. Under my rights pursuant to 15 USC 1681e ( b ) and 15 USC 1681i, I am entitled to an accurate credit report. I request a review of these entries, and if they can not be verified as accurate, I ask that they be removed.

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 2026-05-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Paying off the loan
Company: PENNYMAC LOAN SERVICES, LLC.
State: NJ

Complaint narrative:
URGENT : TIME-SENSITIVE HOME UNDERWRITING IN JEOPARDY VIOLATION OF REGULATION X & INACCURATE RETROACTIVE CREDIT REPORTING SUMMARY : PennyMac has violated federal mortgage servicing regulations by retroactively reporting a 120-day delinquency on a closed account that has been completely satisfied. This inaccurate reporting is stalling an active home purchase underwriting process. FACTS OF THE CASE : Forbearance Agreement : The account was placed under a formal, approved forbearance agreement effective from XX/XX/year> through XX/XX/year>. P ayment Compliance : During this period, I remained in full compliance with the terms of the agreement, maintained ongoing communication, and made payments as required under the active loss mitigation/modification structure. Final Resolution : As of XX/XX/year>, the account has been paid in full, and there is no remaining balance or outstanding obligation. Despite my full compliance during the forbearance period and the subsequent timely payoff of the loan, PennyMac retroactively applied a catastrophic 120-day late reporting mark to my credit profile. PennyMac representatives claim the protections were stripped due to an internal manual " check-in '' telephone requirement. This internal policy is factually and legally invalid, as PennyMac was actively reprocessing my loan profile, altering modification terms twice during this exact window, and accepting my compliance payments. Ive also uploaded my statements that show that I was making partial payments that are even more than the agreed amount.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
On XX/XX/XXXX, I contacted TD Bank by phone ( the call was recorded ) regarding a {$540.00} charge initiated by XXXX XXXX. I explained that the intended payment amount was supposed to be {$28.00}, not {$540.00}. During that call, TD Bank confirmed that the {$540.00} had been deducted from my checking account. I also contacted XXXX XXXX ( phone call also recorded ), and they stated they could not reverse the charge because, according to their records, the payment had already been taken out/processed. XXXX XXXX instructed me to file a dispute with TD Bank, which I did. TD Bank advised me that the dispute was pending. A few days later, the {$540.00} balance adjustment was reversed on my XXXX XXXX account/card. However, the {$540.00} was never restored to my TD checking account, despite the deduction previously being reflected in my account balance. I then contacted TD Bank multiple times to ask when the funds would be returned. I spoke with XXXX separate representatives, and all of them stated that the {$540.00} was never taken out, despite the fact that the deduction had previously appeared in my checking account balance and was confirmed during my earlier call with TD Bank. I am requesting a formal investigation into the missing {$540.00}, including a review of authorization records, ledger balance history, pending transactions, reversals, and dispute activity. I am also requesting written confirmation explaining where the funds went and why they were never restored to my account.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Atlanticus Services Corporation
State: IL

Complaint narrative:
I am requesting that the CFPB assist with further investigation regarding the response I received from Imagine and Aspire concerning my fraud and identity theft dispute. The companies denied my dispute based primarily on claims that I logged into or reviewed the account online. However, simply accessing or reviewing an account does not automatically validate that the charges, transactions, or account activity were authorized. I previously submitted supporting documentation including an FTC Identity Theft Report, police report, identity theft affidavit, and supporting evidence showing unauthorized transactions and account concerns. There appears to be a deeper issue that was not fully investigated. I am requesting a more thorough review of the account activity, device/IP access history, transaction investigation records, payment activity, and any evidence used to conclude that all disputed activity was authorized. I do not believe the investigation met the standard required for a reasonable identity theft or fraud investigation, and I am requesting additional review and assistance resolving this matter fairly.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-05-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
I was 2-3 payments late. Went to make on-line payment with XXXX and said I couldn't, my loan was sold. Sold to XXXX XXXX XXXX XXXX was told by XXXX XXXX I can't make a payment at that time due to them not having my mortgage yet. Called back every other week if not every, was told the same thing thru XXXX. Finally, XXXX XXXX said I owe in full payment of about {$5000.00} to get my loan current. I did not have this much due to finances and to a lowered income. I applied for a modification; said I have high chances of being granted. Several weeks go by, now its XXXX, XXXX XXXX said they lost my application and no record of me applying. Told me I had to re-apply. I applied once again, got accepted. Now XXXX XXXX changed to Rocket. Said I had to do a 3-month trial period, which I am doing currently. Also was told my payments would stay close if not the same so I shouldn't worry about having higher payment. I am now paying almost {$300.00} more a month for this trial run. I was just told by them my new payment is going up to over {$1300.00} per month because my interest rate is going up 3.5 %. I will no longer be able to afford my house. How do they have the right to raise my interest rate one, and two all because they lost my first application, I wasn't qualified for any other programs that could help me keep my original mortgage. I need help saving my house. To top all of this off, I haven't even seen a monthly statement of what my payment is or should be. No paperwork?

Company response to consumer: Closed with explanation
Consumer complaint received 2026-05-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
USAA has committed a billing error violation under Regulation E by clawing back {$280.00} from my checking account on XX/XX/year>. The original transaction date was XX/XX/year>. This dispute involves a commercial automotive vendor who committed malicious property damage and abandoned a repair job. USAA is hiding behind the XXXX XXXX XXXX XXXX to deny consumer protections for a verified commercial transaction. USAA 's Executive Office has failed to act, and the bank has caused immediate financial hardship by removing these funds without a proper fraud investigation. I demand a permanent credit of {$280.00}.

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