vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NV

Complaint narrative:
Based on, 15 U.S. Code 1681c2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt.

It has been 30 days and you are in VIOLATION of this law because I am a victim of identity theft!! Please delete these items as soon as possible!

These accounts should not be furnished on my consumer report as they are in VIOLATION!!! Under, 15 U.S Code 1681b - Permissible purposes of consumer reports ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the WRITTEN INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. NO CONSENT IS IDENTITY THEFT. As a consumer I am demanding the deletion of the accounts listed IMMEDIATELY.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2023-07-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: NY

Complaint narrative:
I have several problems here with a company called Chime there was a scam or hack on my chime account from other company called XXXX XXXX. 
which is left me with no money for 7 to 10 days they refused to send me a card after they canceled my card I wanted the card overnight and they said that it would take 7 to 10 days to get my chime card and mean while I'm suffering because I can't use any money that's in my account and the money is quite substantial.

cooperative they won't give me in a card overnight and I need this in order to survive I have no funds to survive for over a week.

see how this can happen or let or let chime let this happen or cash app with this happen cuz it seemed like it happened overnight I think it was through the through the morning every every 2 minutes either 49 or {$99.00} was taken out of my chime account from cash app I don't even have an active cash app I've complained to cash up about the same problem and giving them the transactions that that I have seen in my my transaction account from chime it seemed it happened from last night to all morning every 2 minutes money was taken out of my account from chime.

so if the substantial amount that was taken out {$100.00} says from the something State Fair.

I need this card so that I can survive it's the only count I have I'm on a fixed income on social Security I'm retired I need this money in my account so I can eat pay for gas pay for bills I have no other way to do anything except for this chime account.

I need this chime card sent to me as soon as possible... 
right now the date is XX/XX/XXXX so this was to happen started to happen sometime early in the morning like XXXX in the morning I think it was through the night somebody's taking {$50.00} every XXXX minutes out of my time account from cash app I gave cash app the transactions and I've already have given the information to chime and complained I need a card overnighter to me so I can pay my bills and eat and get gas. is an awful way to treat customers how am I supposed to to pay bills when you have no access to your money and chime is not helping me they're saying XXXX to 10 days to get a card and I can't wait XXXX days I'm not going to be able to survive 7 days without no money.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: VA

Complaint narrative:
This is my NUMEROUS request that I have been a victim of identity theft and that no one seems to care, that I want to dispute specific records in my credit file that do not belong to me, or that I have signed any agreement. The ITEMS I'm challenging have nothing to do with any transactions I've done or authorized to gain products, services, or money. Please remove the following XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  XXXX XXXX Balance Owed : {$0.00} XXXX XXXX XXXX XXXX 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 2023-07-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
HI, MY NAME IS XXXX XXXX SINGLE MOM TRY TO STAY AT MY CURRENT HOME I BEEN HERE FOR 17 YEARS THOUGHT THE PAST 3YEARS LIFE HAVE MANY CHANGES XXXX XXXX XXXX XXXX XXXX XXXX FOR A MOTHS ALSO MY CHILD .THAT WAS THE FIRST TIME THAT APPLY FOR THE LOAND MODIFICATION TO LOWER THE PAYMENT/ WHAT THEY DI THEY PUT ME IN TRIAL FIRST .AFTER TRIAL OVER 3MOTHS WAS OVER THEY TOLD ME I WAS ABLE TO MAKE THE PAYMENTS,, AND I DINT QUALIFIED BECAUSE IS NOT THE BEST INTEREST FOR THE LENDER, BUT CONTINUE.DEMANDING FULL PAYMENTS KNOWING IN PAPERS THAT I CAN ; T COME UP WITH THE PAYMENT.OVER WORKING THEM FOLLING YEARS EVERYTHING GOT WORSE ECONOMY PRICES FOR GROCORIES WHEN UP SKY FUEL AND SO ON WORKING 7 DAYS GOT SICK MANY TIMES BECUSE NOT RESTING .MY INCOME HAS BEEN THE SAME, SO APPLY AGAIN FOR LOAN TO BE AFFORDABLE THEY SPEND OVER 3MOTHS TO REVIEWS MY DOCUMENTS AND EVERY TIME THEY ASKING FOR REDICULOUS PAPER, WHEN FROM THE BIGGINING I SUMIT TAX DOCUMENT FOR TWO YEARS 3MOTHS PROVEE OF INCOME EVERY THING THEY ASK. 
AT THE END OF THE 3MOTHS THEY CALL ME TELLING ME THEY DONT GOT ANY SOLUTIONS FOR ME THAT I DONT HAVE ENOUG INCOME .BUT AFTER THAT CONVERSATION WITH XXXX / 3DAYS LATER SELECT PORTFOLIO DEMANDING FULL PAYMENTS .EVEN MY ESCROWS ACCOUNT IS HIGHER THEM PRINCIPAL AND INTEREST ..ALSO PREVIOUS 2MOTHS THEY HAVE MAKE ERROR IN MY ACCOUNT/ REPORTING TO THE CREDIT BUREA THAT I OWN THEM MORE/ I DISPUTE THIS THEY FIXED BUT, NOW THEY ASK FOR MORE $ TO ESCROW XXXX XXXXTHEY LIE TO ME/ I BEEN GETTING SEVERE STRESS BECUSE OF THIS SELECT PORTFOLIO IS A MORTAGE THAT HAVE BEEN PLAYING THIS DIRTY GAME TO HOMEOWNER ALL OVER U.S.A .AND GETTING AWY BY KEEPING THE HOME FOR THE HOME OWNERS AT THE END SELECT PORTFOLIO THEY DONT WANT TO HELP YOU..THEY WANT TO KEEP MY HOME? THE LENDER THEY KNOW MY HOME IS VALUE TO KEEP FOR FREE IS NOT A JUNK HOME OR BAD NEIGHBORHOODS/ OTHER WISE LONG AGO, LONG AGO THEY WILL MODIFIED MY LOAND OR GIVE ME, OPTIONS. SO AFFORDABLE ABLE TO MEET THE PAYMENT WITH OUT STRESS .NOW SELECT PORTFOLIO THEY ARE SAYING I GOT 30DAYS TO APPEAL THERE DECISIONS MAKING ME BELIEVE THEY WILL DO SOMTHING // THEY JUST WANT TO KEEP MY HOME /THEY GOT VERY BAD REPUTATION.IS THE WORSE COMPANY EVER .EVEN GOT LAWSUIT IN THE SUPRIME COURT FOR THE SAME ISSUE REFUSES TO HELP THE HOMEOWNERS.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I am interested in processing disputes on my credit report to delete an remove all inaccurate information on my file with experian. this has been an ongoing issue that needs to be resolved. this is my 2nd attempt to delete an clear all items. please review and remove the listed items to fix an clear my credit report asap.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: IL

Complaint narrative:
I previously disputed this XXXX XXXXXXXX account # XXXX opened on XX/XX/ stating : I am victim of identity theft and I never opened this account. " i dont agree with the results of your investigation.please send me the proof of your investigation or delete this account. 
Please reinvestigate this matter and delete dispured account as soon as possible.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
I want to inform the Credit Bureaus ONCE AGAIN that I was a victim of identity theft and I'm requesting to remove these fraudulent accounts from my credit file resulting from alleged identity theft. Per FCRA 605B ( 15 U.S.C. 1681c-2 ) 3 CREDIT BUREAUS are required to REMOVE any accounts listed in Identity Theft. Once again HERE ARE THE LIST OF ITEMS THAT I WANTED TO REMOVE! 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 non-monetary relief
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
I want to inform the Credit Bureaus ONCE AGAIN that I was a victim of identity theft and I'm requesting to remove these fraudulent accounts from my credit file resulting from alleged identity theft. Per FCRA 605B ( 15 U.S.C. 1681c-2 ) 3 CREDIT BUREAUS are required to REMOVE any accounts listed in Identity Theft. Once again HERE ARE THE LIST OF ITEMS THAT I WANTED TO REMOVE! 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: VA

Complaint narrative:
This is my 2ND Complaint that I was the victim of identity theft. Per Fair Credit Reporting Act Section 605B ( a ) Credit Bureau are required to remove/block any items which were opened without my knowledge, consent or authority within 4 business days with ( 1 ) appropriate proof of the identity of the consumer ; ( 2 ) a copy of an identity theft report ; ( 3 ) the identification of such information by the consumer ; and ( 4 ) a statement by the consumer that the information is not relating to any transaction by the consumer. 
XXXX XXXX ; XXXX, XXXXXXXX XXXX XXXX  XXXX, XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXX WASHINGTON, DC XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, CA XXXX ; XXXX XXXX XXXX XXXX, VA XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ; XXXX XXXX XXXX XXXX XXXX, CA XXXX ; XXXX XXXX XXXX XXXXXXXX XXXX, CA XXXX ; XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX ; XXXX XXXXXXXX XXXX XXXXXXXX, VA XXXX ; XXXX XXXX XXXXBalance : {$140.00} ; XXXX XXXX XXXX XXXX XXXX Balance : {$0.00} ; XXXX ( Original creditor : CXXXX  ) XXXX Balance : {$73.00} ; XXXX SELF-REPORTED ( Original creditor : XXXX XXXX XXXXBalance : {$20.00} ; XXXX SELF-REPORTED ( Original creditor : XXXX XXXX XXXXXXXX Balance : {$1100.00} ; UTILITY SELF-REPORTED ( Original creditor : XXXX XXXX XXXXXXXX Balance : {$250.00} ; UTILITY SELF-REPORTED ( Original creditor : XXXX XXXX XXXX Balance : {$40.00} ; XXXX XXXX XXXX XXXX Originalcreditor : XXXXXXXX XXXX XXXXXXXX ) XXXX Balance : {$720.00} ; XXXX XXXX ( Original creditor : XXXX XXXXXXXX XXXX XXXX XXXX XXXX  XXXX XXXXXXXX Balance : {$1300.00} ; XXXX Inquired on XX/XX/XXXX ; XXXX Inquired on XX/XX/XXXXXXXX XXXX XXXX Inquired on XX/XX/XXXXXXXX XXXX XXXXXXXX XXXX XXXX Inquired on XX/XX/XXXX ; XXXX XXXX Inquired XXXX XXXX XXXX.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TN

Complaint narrative:
While reviewing an updated copy of my credit report, I discovered that some of my credit references are not included but have been reported and verified. Please reinvestigate and send me the credit history as evidenced by the attached letter from the merchant to my credit report. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 non-monetary relief
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: TN

Complaint narrative:
While reviewing an updated copy of my credit report, I discovered that some of my credit references are not included but have been reported and verified. Please reinvestigate and send me the credit history as evidenced by the attached letter from the merchant to my credit report. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2023-07-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Selene Holdings LLC
State: CA

Complaint narrative:
In XXXX I attempted to make a payment on my account which was refused by the bank. I attempted to resolve the problem with the bank but was stonewalled and not allowed to make any progress. All efforts to correct the situation were met with redirection to departments that couldn't help, resulting in more redirection. All attempts to make payment on the account were refused, putting the account into Foreclosure. XXXX XXXX I was granted the XXXX Forbearance and although it was confirmed by the bank, none of the benefits were ever applied to my account. All statements advised of pending Foreclosure during it. 
In XXXX I contacted the CEO of the bank to request assistance and he sold my mortgage to a shady mortgage company that has been forcing me to pay beyond my means and is randomly adding unexplained charges to my account. After making payments for a year and a half, my balance hasn't decreased, it's increased by {$30000.00} and they are not reporting any of my payments to the Credit Bureaus. 

I have sought out Attorneys, Real Estate agents, Mortgage Companies, Financial Institutions and HUD. None of them have been able to help. It's been 5 years of fighting this battle, so I am coming to you for help.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: PA

Complaint narrative:
I recently received communication from XXXX, Experian, and XXXX attempting to collect an alleged debt. 
I send a letter to XXXX, Experian, and XXXX to cease and decease all communication immediately with a verification of the alleged debt with the following 1. Name and address of Alleged creditor : 2. Name on file of alleged debtor : 3. Alleged Account # : 4. Address on file for alleged debtor : 5. Amount of alleged debt : 6. Date this alleged became payable : 7. Date of original charge off or delinquency : 8. Was this debt assigned to a debt collector or purchased? __ No ____Yes 9. Amount Paid if debt was purchased : 10. Commission for debt if collection efforts are successful : * Agreement with your client that grants XXXX, Experian, and XXXX the authority to collect this alleged debt. 
* Signed agreement Debtor has made with Debt Collector, or other verifiable proof Debtor has a contractual obligation to pay Debt collector. 
* Any agreement that bears the signature of Debtor, wherein agreed to pay Creditor. 
* All statements while this account was open. 
* Have any insurance claims been made by any creditor regarding this account? 
* Yes * No * Have any Judgements been obtained by any creditor regarding this account? 
* Yes * XXXX XXXX, Experian, and XXXX never responded! 

Furthermore XXXX, Experian, and XXXX Are attempting to collect an alleged debt where the so called original creditor has falsely represented the character other Violations under 15 USC 1692 e that XXXX, Experian, and XXXX is implementing itself. 
Violation : 15 USC 1692b ( 5 ) 15 USC 1692 ( 2 ) ( A ) 15 USC 1692e ( 3 ) 15 USC 1692 ( 6 ) ( B ) 15 USC 1692 ( 9 ) 15 USC 1692 ( 10 ) 15 USC 1692 ( 11 ) Furthermore XXXX, Experian, and XXXX unlawfully reported a debt to my consumer report in violation of REGULATION F, New Rule effective XX/XX/2021. Cease reporting this debt immediately or face legal action. XXXX, Experian, and XXXX lacks permission to include anything on my credit profile ( 15 USC 1681b2 ) and contacting third parties with my personal information is illegal. Your actions amount to Aggravated Identity Theft ( 18 U.S.C. 1028A ), a felony punishable by up to 2 years in prison, in addition to civil liability. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 2023-07-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: ID

Complaint narrative:
XX/XX/XXXX XXXX XXXX  - we sold our home for which Freedom mortgage held lien and escrow XX/XX/XXXX  - we inquired via portal when we would receive disbursement of escrow funds XX/XX/XXXX XXXX we updated our mailing address on the portal XX/XX/ XXXX XXXX XXXX we received a message via portal that we would receive a check at the new address 14 days after account was paid in full XX/XX/ - we received notice at via US mail at our new mailing address that our mortgage had been paid in full and our account closed XX/XX/ - we received a message through the Freedom mortgage portal stating that any remaining escrow funds would be sent as a check 14 days after the paid in full date XX/XX/XXXX XXXXXXXX XXXX    - we contacted the loan originator ( XXXX XXXX, XXXX XXXX ) asking if could assist with recovering our escrow funds. 
XX/XX/XXXX XXXX XXXX  - we received an account statement via US mail that listed an escrow refund of {$5000.00}. We also received an escrow account disclosure statement stating that our new payment was {$0.00} XX/XX/ - we sent a message via portal asking when we would receive our escrow funds. 
XX/XX/XXXX XXXX XXXX  - we received a message via portal that additional research was required XX/XX/XXXX  - we received a message via portal that {$5000.00} was sent on XX/XX/. No such payment was received. 

We just want our escrow money.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: VA

Complaint narrative:
I earnestly implore you to take immediate and decisive action to remove the fraudulent inquiries from my credit report.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-26 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/XXXX I wired XXXX to a jp chase Morgan customer for a deposit on a vehicle. A few hours after the wire we figured out it was a scam and did a wire recall thru my XXXX XXXX account. I notified chase Bank as well and filed a fraud claim. Chase bank has refused to recall tge wire or help in the recovery of the funds. They refuse to give us any information to help recovery the funds.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-07-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: Experian Information Solutions Inc.
State: AZ

Complaint narrative:
All bureaus have most of my old addresses on them not just my current one. I have tried to remedy this online and get the message to call in. I then call and wait on extremely long holds, or get transferred around and another time was told to print a request form and mail it in. They don't make the process easy or quick. Credit repair can be a lengthy process and getting the run around by the bureaus just isn't fair.

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