vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: CT

Complaint narrative:
Company : Nationstar Mortgage LLC ( d/b/a Rushmore Servicing ) Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX, CT XXXX XXXX Narrative Nationstar Mortgage LLC ( Rushmore Servicing ) performed multiple escrow analyses on consecutive dates in XX/XX/year> that contain conflicting dollar figures for the same loan and escrow period, without explanation or reconciliation. 

Specifically : An escrow analysis dated XX/XX/year> and another dated XX/XX/year> were issued for the same loan and property. 
The analyses reflect different totals and projections, despite covering the same escrow period and using the same tax and insurance obligations. 

Key discrepancies include : The escrow account shortage is stated as {$4500.00}, yet the projected balances, starting balances, and ending balances differ between the analyses, resulting in inconsistent escrow account calculations. 
The documents show different projected escrow balances and timing of shortages, even though the minimum required balance is listed as {$1300.00} in both. 
The analyses produce different payment projections and internal escrow balances, making it impossible for a borrower to determine which analysis is accurate. 
The servicer conducted multiple escrow analyses within a XXXX period but failed to explain why multiple analyses were necessary or which one controls. 

Because escrow analyses directly determine my required monthly mortgage payment, these inconsistencies raise serious concerns about accuracy, transparency, and compliance with RESPA requirements governing escrow administration. 

As a borrower, I can not reasonably determine : which escrow analysis is correct, what the correct escrow balance should be, or whether the escrow shortage and payment increase have been properly calculated. 

Issuing conflicting escrow analyses without explanation creates uncertainty and risks improper payment demands. 

Supporting Documentation I have copies of both escrow analyses dated XX/XX/year> and XX/XX/year>, which show conflicting totals, projections, and escrow balances for the same loan.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Credit Central Holdings, LLC
State: AL

Complaint narrative:
Product : Credit Reporting / Debt Collection Issue : Incorrect information on credit report Desired Resolution : Immediate deletion of collection account I am filing this complaint against Credit Central for reporting a collection account on my credit report without lawful verification, documentation, or authority. 

Credit Central is furnishing negative credit information that has not been substantiated with competent evidence, including a signed contract, full account history, or proof of legal assignment. Reporting an alleged debt without this documentation constitutes a violation of federal law.

Violations FCRA 611 ( 15 U.S.C. 1681i ) : Failure to conduct a reasonable reinvestigation FCRA 623 ( a ) ( 2 ) : Reporting information known or that should be known to be inaccurate or unverifiable FCRA 607 ( b ) : Failure to ensure maximum possible accuracy FDCPA 809 ( b ) : Failure to provide proper debt validation FDCPA 807808 : Deceptive and unfair collection practices Harm This inaccurate reporting is suppressing my credit scores and interfering with my ability to obtain credit.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
I had a MC with Citibank opened in XXXX through which I earned points over the past 14 years : Thank You Rewards member number ending in XXXX. In XXXX, we were alerted to a hack of Citibank 's Thank you network during which all my accumulated points were stolen. Citi initiated a Fraud Investigation which was closed in my favor. Points were again visible on my Citibank statement in XXXX and the online Citi Travel even earlier. 

I first tried to book 2 flights to XXXX XXXX in XXXX XXXX. I chose the 'use points ' option then went to check out but the screen only gave the option of paying through the MC. After several attempts over the next couple weeks, I called Citi -- thinking I was doing something wrong. The points supervisor noticed that there was still a Fraud freeze making my points inaccessible to me even though they showed in my account and on my statements. 

This began a saga of XXXX 12 contacts with Citibank -- each time I had to tell me entire case -- each time I asked them to check their notes BUT THEY CLAIMED EACH CALL over the next 4 months that it was not recorded. The front line CS rep would then ( EACH time ) transfer me to a Thank you points supervisor ( spv ). After waiting 45-60 mins on the phone, the supervisor would investigate then promise to remove the fraud freeze ( resolved in XXXX ) and reinstate my earned reward points. Each spv would promise to follow up with me. NOT ONE did. When I checked my account a week later, nothing had changed so I would call again which would start the very time-consuming inquiry starting at the beginning then reexplaining to spv ... At one point I was given a Case # XXXX but subsequent frontline CS reps nor spv took any stock of this. 

2 calls stood out. After talking with spr. ( I can provide all the names and dates upon request. ) in 1. XXXX, my account went to XXXX points! 
2. XX/XX/XXXX XXXX, XXXX points spv put extra effort ; found my member ID only to tell me it had been CLOSED and Citi gave me a new Thank you Rewards ID member # ending in XXXX. He assured me he submitted a request to have all my earned points reinstated on my new member ID ( I was never notified old XXXX # was closed or new member ID assigned! ) since my original long time TYou member ID had been closed. He did NOT follow up with me as promised. 
When I called XXXX a week to check, the XXXX XXXX said there was no record of XXXX submitting a request for the points to be reinstated on the new member account BUT THAT I HAD DROPPED THE CALL. 

I can understand someone having a bad day or insufficient training but this case looks like Citibank 's procedure for handling 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 non-monetary relief
Consumer complaint received 2026-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: NJ

Complaint narrative:
Synchrony Bank has charged me over $ XXXX in interest due to its misleading credit practices. I bought a mattress from mattress firm in XX/XX/year> woth a XXXX month XXXX % interest. Instead of making minimum payments that pay off the entirety of the loan in XXXX month promotion period they did autopay of minimum which only took into consideration of XXXX  % of the total. Then they charged me an extra $ XXXX in interest. 

I have excellent credit. I could have paid off in entirety the whole amount from day XXXX but the misleading practices are wayyyy to much. 

Additionally after over XXXX minutes waiting for a representative to pick up, I gave up on trying to further contact this fraudulent bank

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 2026-01-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: OH

Complaint narrative:
On XXXX I used an atm at the gas station. I tried to withdraw XXXX, total with fees was XXXX, atm had an error and didnt dispense any cash. It gave receipt showing error and showing XXXX amount dispensed but it still took that total from my account. Cashapp has refused to give me my money back, I have disputed this transaction twice and appealed it, they have the receipt and yet they still denied my claim. I want my money back, this has taken so much time and energy to get corrected

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: LA

Complaint narrative:
Subject : Formal Complaint Incorrect Posting Date and Balance Discrepancy I am submitting this formal complaint regarding my checking account with Chase. 
Approximately 8 days ago, I made a debit card purchase for a household appliance. On that same day, I deposited the exact amount needed to cover the purchase. The charge was deducted from my account immediately, and my balance reflected the deduction correctly. By the following day, the transaction was fully processed and my balance was accurate. 
At that time, the charge appeared in my transaction history under the correct original date. I verified this personally. 
However, days later, the transaction disappeared from its original date and reappeared with a new, more recent posting date ( XX/XX/XXXX ). This change caused my available balance to be reduced again, as if the transaction had not already been deducted previously. 
I contacted Chase, and I was told that they only see the transaction as being processed recently. This explanation does not account for the fact that the funds were already removed from my account days earlier and that the transaction was already visible in my posted transaction history before being altered. 
I also have a screenshot from the previous day showing my posted transactions and balance. The charge in question does not appear in that screenshot, yet it appears today inserted among previously posted transactions. This demonstrates that my transaction history was modified retroactively. 
I did not make any additional purchases during this time. The only activity was a deposit. Despite this, my balance no longer matches my documented transaction history. 
This issue has occurred more than once within the same week, which strongly suggests an internal processing or ledger error rather than a normal pending-to-posted transaction. 
I am requesting the following actions : A full ledger review and transaction trace Correction of my account balance A written explanation for why a previously deducted and posted transaction was removed and reinserted with a new date Assurance that this issue will not occur again I am attaching my screenshot as evidence. 
Thank you for your prompt attention to this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I am owed a refund of {$3100.00} related to the cancellation of XXXX prepaid service contracts tied to a XXXX XXXX XXXX that was totaled in XXXX. The contracts were formally canceled on XX/XX/XXXX, and the refund was contractually designated to go to Wells Fargo Auto, the lienholder at the time of loss. 

The administrator, XXXX XXXX, confirmed that Check # XXXX for {$3100.00} was issued on or around XX/XX/XXXX. However, as of XX/XX/XXXX, Wells Fargo has confirmed that they have not received or processed the check, and no credit or disbursement has been posted to my account. 

I have made multiple calls and follow-ups with all involved parties : Wells Fargo Auto has reviewed the account multiple times and confirms no receipt or pending refund. 

XXXX XXXX confirmed the check issuance and provided a check number and amount, but was unable to confirm mailing details. 

XXXX XXXX XXXX XXXXXXXX, the originating dealership, provided inconsistent responses. XXXX finance associate claimed the check had been mailed on XX/XX/XXXX, but no proof of mailing or tracking was ever provided. I was also informed that accounting is handled by an external office, which I was never given direct contact for, making resolution even more difficult. 

This refund is critical to me, as it is intended to cover college tuition. The delaynow more than XXXX months since the date of issuance and well over 180 days since the cancellationhas created significant financial stress. I have exhausted all direct communication channels and am now seeking external help to ensure the refund is processed appropriately and received without further delay.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-01-03 00:00:00
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: Resurgent Capital Services L.P.
State: CA

Complaint narrative:
I have never been contacted by the company. Prior to them placing collection on my report I have never spoken to or had any communication via email or orher wise from this company. I have never heard of them. A debt appeared on my report for an amount that I never owed.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I have the chase southwest card business card XXXX {$500.00} Fee Credit for Points Transfers I

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: NY

Complaint narrative:
Someone went into my cash app account and sent themselves {$500.00}, I called cash app immediately but they did nothing to help or protect me.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Prepaid card — Gift card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: AMERICAN EXPRESS COMPANY
State: WI

Complaint narrative:
I received a {$250.00} American Express gift card through a drawing. Using the gift card balance is virtually impossible. It is not compatible with XXXX % of the vendors I attempted to use it at. 

On XX/XX/year>, I attempted to make a purchase on XXXX. Initially the payment went through ; however, later that day I received an email stating the payment was declined and I needed to contact my card issuer. 

This same day, after research as to vendors accepting this method of payment, I went to target to make a purchase. The card, yet again, was declined. I called American Express. They told me they PUT A FRAUD LOCK on my gift card and had to cancel it completely. The reason given was I attempted to use it on XXXX which is a site that stores the gift card for recurring payment. 

I was told there was nothing they could do reinstate the card and that I would be receiving a new card in XXXX business days. 

This is absolutely corrupt. Money was paid to load that card and they are now withholding the funds. The cardholder agreement made absolutely no mention I was not allowed to use the card at XXXX OF AL PLACES. 

The only fraud occurring is on the end of American Express for accepting money to load a gift card and then withholding the money from the recipient.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-01-03 00:00:00
Product: Debt collection — I do not know
Issue: False statements or representation — Attempted to collect wrong amount
Company: CAINE & WEINER COMPANY, INC.
State: SC

Complaint narrative:
To Whom It May Concern, I am writing in response to your communication regarding the above-referenced account. This letter is sent pursuant to my rights under the Fair Debt Collection Practices Act ( 15 U.S.C.1692g ). 



I dispute the validity of this alleged debt and request full validation. Please provide the following : XXXX. The amount of the debt, including an itemized breakdown of principal, interest, fees, and any other charges XXXX. The name and address of the original creditor XXXX. Copies of any signed agreement, contract, or application showing I am legally obligated to pay this debt XXXX. Proof that your company is licensed and authorized to collect in my state XXXX. Documentation showing you own the debt or have legal authority to collect it XXXX. The date of last payment and the date the debt became delinquent Until this information is provided, you must cease all collection activity, including reporting or verifying this account with any credit reporting agency. 



If you have already reported this debt to a credit bureau without providing proper validation, you are in violation of the FDCPA and the Fair Credit Reporting Act ( FCRA ). 



Please note that I am requesting verification, not acknowledgment of responsibility for this debt. 



Sincerely,

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: Chime Financial Inc
State: MO

Complaint narrative:
I had my boyfriend transfer money to my chime account and chime stole that money when i needed it the most for a repayment that i did not owe on the date of XX/XX/year> for {$100.00} the company said that the money is already gone and that they used it for what i do not know as i had all my payments paid off

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 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: Mr. Cooper Group Inc.
State: MN

Complaint narrative:
my mother has passed away XX/XX/year> and she had a morgtage with XXXX XXXX XXXX XXXX and she had insurnace coverage with them Life policy. This XXXX XXXX 
XXXX company took over the loan in XXXX and payments were not suppose to go up, nor insurance information suppose to change it is on the paperwork i found at her house. As soon as they took over loan she requested information on her insurnace and they stated they could not give her information she had it and her payments went up due to escrow and insurnace price going up. I requested paperwork on her insurance after the XXXX time I saw escrow and insurance price go up and they sent me a letter that they do not have authority to speak with me and that her mail will still be going to her mailing address but I changed it to my address so I get her mail right away and take care of it instead of leaving it sit in mailbox. Maybe ai should not have done that I dont know. But they have not providing me anything other then another bill stating she owed XXXX more payments and now I see it only says escrow and nothing aboutnjnsrusnce. So does she still have insurnace thru XXXX XXXX or does she have no insurance on the condo and I know that can not be because she has a morgtage on it. 
She got really sick on XX/XX/XXXX but would not go to dr untill XX/XX/XXXX i finally got her to go in and she had XXXX XXXX XXXX XXXX and XXXX XXXX and passed on XXXX XXXX. Found out she had XXXX for XXXX  years already. I have been sending payments to catch up because she was behind she was hospitalized and in XXXX and I know she is current but they keep sending me loss of mitigation paperwork and forebarence letters and short sale letters and tell me now they still need more documentation from my XXXX letter proving that I am XXXX of the estate and I have sent them many, many times. This XXXX letter states that it may take XXXX days or may not take XXXX days maybe XXXX days to get back to me regarding her loan. I have no idea what is actually going on with the account. To me they just want to take the property and resell it. Why would they not want to speak with me and resolve the issue.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Dovenmuehle Mortgage, Inc.
State: TX

Complaint narrative:
In received an Anticipated Escrow Balance statement from Dovenmuehle Mortgage , Inc., the servicer for my mortgage for XXXX XXXX XXXX dated XX/XX/year>. Reviewing the statement, I noticed that Dovenmuehle Mortgage , Inc. had incorrectly overpaid the property taxes to the county. The overage paid was {$1200.00} and due to this error, they have now increased our monthly mortgage payment by over {$400.00} which is unsustainable as I am XXXX and have a limited income. My tac statement from the county showed a total due of {$1600.00} and not the Dovenmuehle Mortgage , Inc. stated and paid amount of {$2700.00}. I called Dovenmuehle Mortgage , Inc. and was told that they paid the taxes online XX/XX/year>, and that was the amount the county stated as due. I checked with the county and found that to be false and the amount due at the time was only {$1500.00}. Dovenmuehle Mortgage , Inc. also tried to blame the error on not having my exemptions on file with them, again not addressing the issue that they erred and overpaid the taxes. I have also been informed by the county that a refund was issued to Dovenmuehle Mortgage XXXX Inc.XXXX XXXXXXXX XXXX XXXX XXXX amount of {$1200.00} on XX/XX/year>, however I have not been credited for this amount in my escrow account as it should be. Dovenmuehle Mortgage , Inc. in essence has committed a serious administrative and clerical error which is affecting our ability to remain in our home and making it extremely difficult to continue to live on our restricted and limited income. Dovenmuehle Mortgage , Inc. and XXXX XXXX XXXX have a duty to ensure that their calculations and payments from escrow are accurate and timely. They have failed in their duty to maintain accurate and correct records and need to correct them immediately. Without this error, there would be no shortage in escrow and at year end there would in fact be a substantial surplus carried over.

Company response to consumer: Closed with explanation