vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-03-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Company Name : Shellpoint Mortgage Servicing Company Website : XXXXXXXX XXXX XXXX Shellpoint Mortgage Servicing purchased the loan from our previous mortgage servicer on XX/XX/XXXX. On XX/XX/XXXX, Shellpoint Mortgage Servicing added Property Tax Bill to the amount due although no agreement was made for any Mortgage Servicer to pay the property tax bill on our behalf. We scheduled monthly payments automatically that did not account for this additional charge and so they have been adding late fees since. Since XX/XX/XXXX, they have continued to add the XXXX XXXX XXXX [ XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ] despite multiple communications with Shellpoint Mortgage Servicing to remove Property Tax from the escrow since we pay the Treasurer directly thus leading to unjustified late fees even though we have been paying consistently and automatically.

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 2026-03-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with fraud alerts or security freezes — 
Company: Block, Inc.
State: AR

Complaint narrative:
I am writing to formally appeal the closure of my account. I was recently informed that I violated the Terms of Service; however, I believe this is a misunderstanding resulting from a past security breach. Years ago, my physical phone was stolen. Any activity that may have violated your terms during that period was unauthorized and performed by a third party, not by me. I have always intended to use Cash App solely for legitimate personal use, such as receiving support from my family. Because my family relies on Cash App to send me funds during times of financial need, being locked out is causing significant hardship. I am asking for a secondary review of my case. I am more than happy to : Provide a police report or documentation regarding the stolen device ( if available ). Complete any additional identity verification steps required. Secure my account with new two-factor authentication to ensure this never happens again. Please reconsider my status so I can use your services correctly and safely. Thank you for your time and consideration. Best regards, XXXX XXXX [ XXXX ]

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-26 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
In XX/XX/XXXX we filed an insurance claim with rooms to go financed via synchrony bank. We were told our insurance covered everything 100 %. They didnt have the part to fix our couch so they told us we could get a new couch for free. We were told our monthly payment would not go up infact we were told the couch would be paid off. At this time we only owed XXXX dollars. Now our balance has gone up to XXXX and my monthly payment is now XXXX vs XXXX dollars we signed and agreed to.

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 2026-03-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
My husband carries a mortgage on our home through Wells Fargo. The original loan was obtained in XXXX. In XXXX we did a loan modification. The mortgage has been being paid for 16 years, we are up to date. We received a XXXX package from what claims to be Wells Fargo at a MN address. The paperwork states that they need to file the loan modification from XXXX with XXXX XXXX and it never was. It appears to have documents from the loan modification with my husband 's signature, but no Wells Fargo signature or dates. They are asking that both him and I go and have these documents notarized and offering to pay us {$500.00}. I am not on the mortgage and never have been. I called an attorney for consultation and he suggested I contact you. He further advised that I should not sign any documents for something I am not a part of, It seems unreasonable that 16 years later Wells Fargo would need forms notarized from a modification. I called the XXXX number on our mortgage and she stated they were in Iowa not MN and that she saw something saying they needed a notarized document, but could not properly explain what we received.

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 2026-03-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: GOLDMAN SACHS BANK USA
State: WA

Complaint narrative:
My savings account with Marcus by Goldman Sachs was recently closed in XX/XX/year> due to suspected fraud due to multiple failed login attempts in XX/XX/year> according to the bank. No reports of fraud was sent to me, only a notice for me in XX/XX/year> to call Marcus about an issue with the account. After the closure, I lost all online access and can no longer view my balance or transaction history. At the time of closure, my account balance was {$15000.00}. When I contacted customer service, I was told the account is closed and that it needs to be reopened and that I need to file a dispute for " transfer of funds '' to obtain my funds back and this can only be done through mailing in forms. They refused to allow me to file any other type of dispute when I clarified that I have never transferred any funds. They also elaborated that this entire process can take more than 45 days. They are not providing any additional interest that would have otherwise accrued from the high yields savings account during the dispute period. They were unable to clearly explain where my funds currently are and why it was removed from my account rather than just frozen. They sent me an email at the end of this conversation saying that I have " confirmed unauthorized activity, '' which I have never confirmed. When I regained login access, there was no accounts associated with my name anymore.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
In XX/XX/XXXX, Chase fraud department flagged a credit card that was opened by us and closed it. We have made purchases and paid those purchases. The biggest purchase was {$15000.00} XXXX Cruise. Something happened on our part and we need to cancel the cruise in XX/XX/XXXX. XXXX cruise refunded the money for {$14000.00}. Since XX/XX/XXXX, we have been trying to get the refund back because we paid the credit card when we made the purchase. So the money belongs to us. XXXX, it is XX/XX/XXXX. Chase Bank has not refunded the money to us. Much worse, they have given lies and incorrect information of what they have done with the money. Over and over again, when we call and demand for the refund, we were told that they already cut the check and sent to the State of California Unclaimed Property. This was in XX/XX/XXXX. And we need to go to the website to claim for it. Our name is not in there. So for numerous times, we told them that it is not in the Unclaimed website and demanded for back up documentation. Then out of the blue, we were told that the check was not cut to the State Unclaimed Property. This was XX/XX/XXXX. On XX/XX/XXXX, we were told that they will cut the check and will send to the bank ( our bank ) that paid for the credit card within 48 hours. The money did not come. Today, XX/XX/XXXX, we were told that a fraud manager will call us after his review of our case. This is like starting all over again after almost a year. It is unbelievable that Chase Bank, a multi-million dollar company can operate like this. How can they give false information to customers who provide business for them. Are they expecting us to just walk away and forget almost $ XXXX. Their actions are suspicious. Please help us.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-26 00:00:00
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: ENCORE CAPITAL GROUP INC.
State: CA

Complaint narrative:
To Whom It Concerns, Im contacting you because an account with my information suddenly appeared in your system and is now being reported to the credit bureaus. Before I make any decisions or take any responsibility for something I dont fully understand, I need clarity and documentation. I am disputing this account and requesting validation under the Fair Debt Collection Practices Act. This is not a refusal to pay. I simply need proof that the information youre reporting is accurate, that I am the correct person, and that your company has the legal right to collect or furnish the account. Right now, what you have provided is not enough for me to confirm anything. To properly review and verify this matter, I am asking for the following : 1. A breakdown of what this alleged balance is based on, including dates and itemized charges. 2. Documents showing where this obligation originated and how your company obtained it. 3. Any agreement, application, signature, contract, or document that links me to the account. 4. Proof your company is authorized and licensed to collect in my state, including registration details. 5. Any notices or communications you claim you sent before reporting the account to the credit bureaus. 6. The identity and address of the original creditor, along with the original account details. 7. Evidence that the information you are furnishing follows accurate reporting standards and matches the data required by the FCRA and XXXX XXXX. I am asking for these items because I want to review real documentation, not summaries, screenshots, or general statements. If this account is legitimate, you should have no issue providing the paperwork needed to validate it. Until this information is provided, I am requesting that all collection activity pause as allowed under federal law. If you can not validate the account with proper documentation, I expect the tradeline to be removed from all credit reporting agencies. Lastly, I prefer that all communication from your office be in writing. Please do not call my phone or contact my job. Written correspondence only. Once I receive the requested documentation, I will review it within a reasonable timeframe and respond accordingly. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-26 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: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
I am disputing the following accounts reported as charged-off with the Department of Education/XXXX XXXX Account XXXX XXXX XXXX, Date opened : XXXX, Balance : {$0.00} ) and XXXX XXXX ( Account number : XXXX, Date opened : XXXX, Balance : {$630.00} ). These accounts may be inaccurate or reported incorrectly. Please conduct a thorough investigation and remove them from my credit report if they can not be verified. For the inquiry from XXXX ( Date : XXXX ), I also dispute its accuracy and request that it be removed if not verified.

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 2026-03-26 00:00:00
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: UPGRADE, INC.
State: TX

Complaint narrative:
To Whom It Concerns, Im contacting you because an account with my information suddenly appeared in your system and is now being reported to the credit bureaus. Before I make any decisions or take any responsibility for something I dont fully understand, I need clarity and documentation. I am disputing this account and requesting validation under the Fair Debt Collection Practices Act. This is not a refusal to pay. I simply need proof that the information youre reporting is accurate, that I am the correct person, and that your company has the legal right to collect or furnish the account. Right now, what you have provided is not enough for me to confirm anything. To properly review and verify this matter, I am asking for the following : 1. A breakdown of what this alleged balance is based on, including dates and itemized charges. 2. Documents showing where this obligation originated and how your company obtained it. 3. Any agreement, application, signature, contract, or document that links me to the account. 4. Proof your company is authorized and licensed to collect in my state, including registration details. 5. Any notices or communications you claim you sent before reporting the account to the credit bureaus. 6. The identity and address of the original creditor, along with the original account details. 7. Evidence that the information you are furnishing follows accurate reporting standards and matches the data required by the FCRA and XXXX XXXX. I am asking for these items because I want to review real documentation, not summaries, screenshots, or general statements. If this account is legitimate, you should have no issue providing the paperwork needed to validate it. Until this information is provided, I am requesting that all collection activity pause as allowed under federal law. If you can not validate the account with proper documentation, I expect the tradeline to be removed from all credit reporting agencies. Lastly, I prefer that all communication from your office be in writing. Please do not call my phone or contact my job. Written correspondence only. Once I receive the requested documentation, I will review it within a reasonable timeframe and respond accordingly. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-26 00:00:00
Product: Credit card — Store credit card
Issue: Incorrect information on your report — Account status incorrect
Company: Ava Finance, Inc
State: KY

Complaint narrative:
I am submitting this complaint regarding Ava Finance , Inc. and the reporting of a late payment to the credit bureaus. I enrolled in Avas credit-building service and made efforts to maintain my account in good standing. When attempting to make a payment through their app, I experienced repeated technical issues. The app would not properly process or accept my payment, despite multiple attempts over a period of time. I continued trying to resolve the issue and complete the payment through their platform. Despite my repeated efforts to make a timely payment, Ava ultimately reported my account as 30 days late to the credit bureaus. I was not able to successfully complete the payment due to what appeared to be a malfunction or failure within their app, not a refusal or neglect to pay. Once I realized the payment had not gone through and had been reported, I immediately paid the balance and brought the account current. This reporting resulted in a significant drop in my credit score ( approximately XXXX points ), despite my good faith attempts to make the payment on time. I contacted Ava and submitted a goodwill request explaining the situation, including the technical issues I experienced with their app and my repeated attempts to pay. Ava denied this request without adequately addressing the app malfunction or my documented efforts to resolve the issue. Additionally, I am concerned about Avas business practices and communication. The service is marketed as a tool to help consumers build credit, yet it reported a late payment under circumstances where I was actively attempting to pay but was unable to due to issues within their platform. I also received messaging suggesting that canceling the service could negatively impact my credit history, which I found potentially misleading and coercive.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-26 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Charged upfront or unexpected fees — 
Company: Atlanticus Services Corporation
State: FL

Complaint narrative:
Date : XX/XX/year> To Whom It May Concern, I am writing to formally dispute charges related to a dental treatment plan that was financed through Fortiva and provided by XXXX XXXX. I was originally approved and charged for a treatment plan that included the removal of both my top and bottom wisdom teeth. After the financing was completed and payment was processed, I was informed by the dental office that they are unable to perform the bottom wisdom tooth extractions and that I would need to see an oral surgeon. This significantly changed the agreed-upon treatment plan. The primary procedure for which I was charged and financed was not performed and can not be completed by this provider. Based on my records, only minimal services were completed during my visit, totaling approximately {$54.00}. The remaining balance of {$3100.00} reflects procedures that were never performed and, in some cases, can not be performed by this office. I am requesting the following : 1. A full itemized statement of services rendered versus services not completed 2. A refund for all unperformed procedures 3. An adjustment or full reversal of the {$2600.00} financed through Fortiva 4. A refund of my {$500.00} deposit, minus any legitimate charges for completed services I did not consent to financing services that were not provided. Charging for procedures that were not performed is not acceptable. If this matter is not resolved promptly, I will proceed with filing formal complaints with the Florida XXXX XXXX XXXX, the Florida Attorney Generals Office ( Consumer Protection Division ), and the Consumer Financial Protection Bureau. I will also continue pursuing a formal merchant dispute through Fortiva. I would prefer to resolve this matter directly and amicably. Please respond within 7 business days with a resolution. Sincerely, XXXX XXXX XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-26 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: CCS Financial Services, Inc.
State: CA

Complaint narrative:
I do not recognize this account and have no recollection of any such obligation. I never signed a contract with your company, done business with your company, and do not owe any of this debt. This letter serves as a formal request for validation of the alleged debt pursuant to the Fair Debt Collection Practices Act ( FDCPA ). Please provide the following : Documentation bearing my signature demonstrating that I agreed to assume this debt with XXXX XXXX A complete and itemized accounting of the alleged debt, including principal, interest, fees, and charges The date of last payment and full payment history Documentation establishing a complete chain of assignment, including proof that your company has the legal right to collect this debt Documentation clearly linking this account to my full and correct identifying information, including accurate name and address history Location where the debt originated Total amount YOUR company paid for the debt Person who opened the account Proof of each transaction/Location/and interest Owed for each transaction Given the discrepancies in the identifying information associated with this account, you must provide clear and verifiable evidence that this obligation belongs to me. Be advised : If you report this account to any credit reporting agency, you must ensure the information is accurate and complete under the Fair Credit Reporting Act Any reporting of information that can not be properly verified may constitute inaccurate reporting If this account is reported, it must be clearly marked as disputed Until proper validation is provided, you must cease collection activities. If you are unable to provide the requested documentation, you must cease collection efforts and ensure that this account is not reported to any credit reporting agency, or if reported, is removed. I work for one of the largest law firms in the United States and my team and I are prepared to vigorously fight in trial. Cease all collection activities immediately. All future communication must be in writing. Sincerely, XXXX XXXX

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Chime Financial Inc
State: AR

Complaint narrative:
I sent money to the wrong person and they will not give me my money back

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-27 00:00:00
Product: Checking or savings account — Savings account
Issue: Incorrect information on your report — Account status incorrect
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
On XX/XX/year>, I made a payment of {$7100.00} to my installment loan with XXXX through Bank of America XXXX I later reversed this payment. Bank of America failed to properly mail the check and instructed me to wait for resolution. Because of this error, my loan account was reported as delinquent, negatively affecting all three of my credit scores. I have documentation from Bank of America confirming the reversal and showing that the delay was caused by the banks error. I am requesting that Bank of America resolve this issue with XXXX and ensure my credit reports are corrected.

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 2026-03-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account information incorrect
Company: SANTANDER HOLDINGS USA, INC.
State: CA

Complaint narrative:
Santander Consumer USA is reporting an incomplete and unverifiable tradeline. The account shows no Date of First Delinquency, no payment history, no balance, and no status codes. Only Closed is reported, which violates FCRA 609 ( a ) and 611 ( a ) because the information is incomplete and can not be verified. The account does not meet XXXX XXXX reporting requirements for derogatory or closed accounts. I am requesting enforcement action and deletion of this unverifiable tradeline.

Company response to consumer: Closed with explanation