vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-02-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: IN

Complaint narrative:
I initiated the loss mitigation process on XX/XX/XXXX, via telephone, immediately after being informed that my position was being eliminated, which was my primary and only source of stable income. I was advised that a loss mitigation application would be mailed to me. 

I did not receive the application until sometime in XX/XX/XXXX. On XX/XX/XXXX, I spoke with a representative to request assistance with submitting the required documentation. On that same day, I submitted all requested documents via email and received both automated confirmation and confirmation that my documents were under review. 

On XX/XX/XXXX, I was informed that my application was incomplete and that the documents had not been received. During that call, the representative walked me through uploading the documents to the secure portal. I also re-submitted the documents via email. I received confirmation within the portal and via email that the documents were successfully submitted. 

On XX/XX/XXXX, I was again advised that XXXX document was missing specifically, the hardship application explaining the reason for the loss mitigation request. I immediately submitted the hardship application via email and received confirmation of receipt the same day. 

On XX/XX/XXXX, after the assigned representative failed to call as scheduled, I contacted PHH Mortgage to check the status of my application. I was informed that my hardship explanation needed specific language indicating that the loan is a VA loan. While on the phone, I updated the hardship statement with the required language. A supervisor reviewed the updated explanation during the call and confirmed that it met the requirements. I submitted the updated hardship explanation and received confirmation of receipt during the call and again within the portal the following day. 

I was advised that processing would take up to XXXX business days. However, on XX/XX/XXXX, I received a call from PHH Mortgage. When I returned the call, I was informed that my loss mitigation application had been cancelled due to failure to upload required documentation, despite repeated confirmations that all required documentation had been received and accepted. 

This process has been ongoing for nearly XXXX months, with documents repeatedly submitted, confirmed as received, and then later claimed to be missing. The cancellation appears to contradict prior confirmations and has occurred despite my consistent compliance and timely responses.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DE

Complaint narrative:
I am a 14 year USAA banking customer and currently a XXXX student at XXXX XXXX XXXX I contacted USAA to see if I qualified for a $ XXXX VA home loan with an offer letter from the law firm that I will starting employment with this summer. During the course of the confusing conversation the USAA mortgage specialist disclosed to me that I would be unable to use the offer letter as income for the purposes of my VA home loan and that I would only be able to use my disability compensation. During this process he requested to run my credit and played for me a pre recorded disclosure, neither of which indicated that the credit run would be a hard pull that would negatively impact my credit report. I ultimately was only qualified to receive a $ XXXX HOME LOAN, due to my debt to income ratio. I told the USAA employee not to proceed with my inquiry. Shortly after this call I received a notification that a hard pull was done on my credit through XXXX XXXX  XXXX indicating that USAA did this inquiry. I also received a pre-qualification letter from USAA for you guessed it a $ XXXX VA home loan. I have included the letter below. I contacted XXXX to dispute this hard pull and they informed me that I have to take it up with the lender ie. USAA.

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 2026-02-11 00:00:00
Product: Student loan — Private student loan
Issue: Problem with fraud alerts or security freezes — 
Company: AES/PHEAA
State: MI

Complaint narrative:
Recently had this cased closed, ironcircle is fraudulent class at the XXXX XXXX XXXX. It offers no official school identification to the XXXX XXXX XXXX It gives no access to the universitys student portal. Under what terms would it be official. How is it legal to close then rebrand a program ..? I joined under XXXX  before closure. I am not officiated with XXXX under any costs. If it was a class under the XXXX XXXX XXXX then I should have access to the campus and etc as a regular student. I deeper investigation must be brought because they have did this to a numerous amount of people in unnecessary debt because of their constant rebranding and inconsistent, and incompetent staff and leadership.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: EQUIFAX, INC.
State: MS

Complaint narrative:
To Whom It May Concern, I am submitting this formal rebuttal regarding TransUnions response stating that the XXXX XXXX account was verified as accurate. 

TransUnion claims the account was verified ; however, I have not been provided with any documentation showing a reasonable investigation was conducted as required under the Fair Credit Reporting Act.

Under 15 U.S.C. 1681i ( a ) ( 1 ) ( A ), a credit reporting agency must conduct a reasonable reinvestigation when a consumer disputes information. Simply relying on an automated e-OSCAR response from the furnisher does not meet the standard of a reasonable investigation.

Additionally, under 15 U.S.C. 1681i ( a ) ( 6 ) and 1681i ( a ) ( 7 ), I am entitled to receive a description of the procedure used to determine the accuracy and completeness of the information, including : The method of verification used The name, address, and telephone number of the party contacted The documentation reviewed to verify the account TransUnion has failed to provide any such documentation.

Furthermore, under 15 U.S.C. 1681e ( b ), consumer reporting agencies are required to follow reasonable procedures to assure maximum possible accuracy of the information reported. An automated confirmation without documented evidence does not satisfy this requirement.

If TransUnion can not provide documented proof of a reasonable investigation and actual review of underlying account-level records, the continued reporting of this account constitutes negligent or willful noncompliance under 15 U.S.C. 1681n and 1681o.

Because of the failure to properly investigate, I am formally demanding deletion of this XXXX XXXX account from my credit file. 

If this matter is not corrected immediately, I will consider pursuing additional remedies available under federal law. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI

Complaint narrative:
On XX/XX/year> I sent in completed PMI form and on XX/XX/XXXX, I received a denial. I submitted another request for cancelation on XX/XX/year>. I later received another letter stating I was denied. I have called several times asking to speak with someone, the customer service reps can not help me. I should not have been charged PMI to begin with, I let my loan officer know, he said I had to deal with it. After speaking with more people in the field, as I am a licensed real estate myself, I later chose to pick this fight. My understanding of PMI is that if your home has 20 % or more equity, the PMI drops off. On XX/XX/year>, while purchasing my home through Fifth Third, they ordered an appraisal wherein my home was valued at {$170000.00} per the appraisal. I purchased the home for {$140000.00} and my loan was for {$130000.00}. I bought my home with equity. I would like to order a BPO as required by fifth third to have the PMI remove but they won't allow me to because I can not show receipts of substantial improvements which is step one. There is no substantial improvements, I bought the home with equity. Being an experienced professional, I feel taken advantage of. If I'm going through this, what is the general public going though.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't get other flexible options for repaying your loan
Company: MOHELA
State: NY

Complaint narrative:
I am submitting this complaint regarding private student loans currently serviced by MOHELA related to my attendance at The XXXX XXXX XXXX XXXX XXXXXXXX XXXX. 

The school has since closed following widespread findings of misconduct. The Department of Education discharged my federal student loans under Borrower Defense ( XXXX # XXXX ) after determining the institution engaged in fraudulent practices, including misrepresentation of accreditation and program value. 

As a result of the schools misrepresentations, I am unable to complete my XXXX XXXX as intended or own anything without a co signor based on my debt to income ratio with this loan. It has been a XXXX  year struggle. 

However, I remain responsible for approximately {$65000.00} in private student loans connected to this same institution. 

During my enrollment, I experienced serious medical issues, including hospitalizations related to XXXX. During this period, I was required to retake courses and repay tuition for those courses in full, which substantially increased my overall loan balance each quarter. 

While my loans were previously serviced by XXXX, I was on a documented lifetime interest-only repayment agreement. After the loans transferred to MOHELA, this repayment structure was discontinued. I was not provided with meaningful alternative repayment options, and my monthly payment increased by more than {$250.00}. 

My current required payment exceeds {$700.00} per month, while my income is approximately {$1500.00} per month. This payment represents nearly half of my gross income and is not financially sustainable. 

Additionally, my co-signer, my brother, is permanently XXXX. MOHELA has continued collection communications directed at him despite my hardship and repeated requests for reasonable accommodation. 

I am requesting : Review and reinstatement of my prior interest-only repayment structure, or A reasonable hardship-based repayment option aligned with my income, Immediate cessation of collection communications directed at my permanently XXXX co-signer, A formal review of this loan in light of the Borrower Defense discharge and the documented misconduct of the institution. 

The federal government has already determined that this institution engaged in misconduct severe enough to warrant federal loan discharge. It is unreasonable for the private loan servicer to impose unaffordable repayment terms without meaningful hardship accommodation under these circumstances. 

I am seeking a fair resolution and written response.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BARCLAYS BANK DELAWARE
State: CA

Complaint narrative:
Barclays repeadly allows my card to be hacked then locked my account and would not allow me to make a payment online or by phone so that by the time I payed by mail I incurred late payment charges

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 2026-02-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: Westlake Services, LLC
State: AZ

Complaint narrative:
I recevied a contract in the mail on XX/XX/year> of a new car loan that westlake financial and a dealership in new jersey did bussiness. after revieweing contract i noticed that this was for a car loan they are using my same paid off veichle i posses and have copy of my free title. the vin of my car is listed in the agreement. looks like the dealership that is fradulently committed this crime went to westlake financial to obtain finance and westlake financial opted in this transaction. i contacted westlake to advise this was a fraud contract and i posses my car free and clear since last year who i paid off another finance company and they sent me my free title once it was paid off on XX/XX/XXXX XXXX they keep saying they are investigating but refuse to remove themselves from my title who they submitted to XXXX XXXX online. after all the proof i have provided its been more than XXXX month and no resolution. I am in immediate need of getting them removed as im going through a car accident settlement that happened in XXXX of last year and can not finish my claim without them being on it as i dont owe any money on my car and westlake financial decided to finance a dealership with no verification. no proper verification was done therefore i am being a victim of fraud and scam by them as well. i need someone to please help me i have never experience anything like this and westlake financial does not seem to care. my health has deteriorated due to this stress and want to make sure i contact everyone that can listen to this because if i end up getting super ill from this i need someone to fight for my case because hard working people like me does not deserve for company just to come and try to take something that does not belong to them.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Payday loan
Issue: Struggling to pay your loan — 
Company: 2288984 Ontario Inc.
State: FL

Complaint narrative:
I have been threatened by money key XXXX XXXX Account. Loan XXXX. It is being held by XXXX XXXX XXXX XXXX. I received an attorney letter threatening me of bank fraud, check fraud and theft by deception. The attorney is XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX. XXXX is XXXX. 
They are also giving me fraudulent court docket number. Please find attached email to confirm my statement

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 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: CAPITAL ONE FINANCIAL CORPORATION
State: IA

Complaint narrative:
I made a purchase on XX/XX/XXXX totaling {$2000.00} for car tv screens from merchant XXXX. I received my order but the mounting system was incompatible with the vehicle so I submitted a request to return the order. Return policy stated a refund would be given if returned in XXXX  days. My return was approved by XXXX on XX/XX/XXXX to return my entire order. They provided and XXXX shipping prepaid label ( the pre paid label stated a weight of XXXX lbs ) the return package weighed XXXX lbs. the return was delivered to the merchant on XX/XX/XXXX. The merchant states they have not received my return order. I have contacted the merchant and they directed me to dispute the charge with capital one which was used to make the purchase. I disputed the charge on XX/XX/XXXX. I received an email on XX/XX/XXXX stating my case was closed and credit remained on my account, at this time I had not received any request for additional information about the dispute from capital one. I got another email on XX/XX/XXXX that my case was closed but this time the charge was back on my account. I contacted capital one who requested information about the return, I uploaded proof of the order, return to capital one and immediately got another email email that it was closed. I have proof of the return and weight of package via XXXX and capital one continues to deny dispute. I also contacted the merchant again XX/XX/XXXX and received a response that the return was received XXXX XX/XX/XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 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: NY

Complaint narrative:
XXXX  closed my account with money in it without making fair attempt to contact me that the account will be closed! The general XXXX  year guideline of inactivity was not followed, which is fine if : I were notified, but there was not XXXX email sent saying my account will be closed, not even XXXX. I would expect multiple. Rather, looking back i see XXXX months ago about unclaimed funds, and then suddenly I find an email saying my account was closed. No warning of closure. And there was money in the account!

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: ENCORE CAPITAL GROUP INC.
State: SC

Complaint narrative:
MIDLAND CRED is falsely reporting on my credit. I have never had any accounts with them. Per my research MIDLAND CRED is a debt collector. They are falsely reporting on my credit!! Account number is # XXXX is falsely reporting to my credit file and is against my rights and fair credit act. Under U.S Code 1618d - Disclosure of investigation consumer report ; you are in violation.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: CL Holdings LLC
State: SC

Complaint narrative:
JEFFERSON CAPITAL SYST is falsely reporting on my credit. I have never had any accounts with them. Per my research JEFFERSON CAPITAL SYST is a debt collector. They are falsely reporting on my credit!! Account number is # XXXX is falsely reporting to my credit file and is against my rights and fair credit act. Under U.S Code 1618d - Disclosure of investigation consumer report ; you are in violation.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-02-11 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Wrong amount charged or received — 
Company: Paypal Holdings, Inc
State: NJ

Complaint narrative:
My name is : XXXX XXXX XXXX email is : XXXX My phone number is : XXXX On or about XX/XX/XXXX, I paid USD {$200.00} through PayPal to an illustrator located in the XXXX for illustration services. The payment was made in United States Dollars ( USD ). 

The seller did not complete the agreed-upon services, despite multiple follow-ups. Because the services were not rendered as agreed, I opened a dispute with PayPal on or about XX/XX/XXXX, requesting a refund under PayPal XXXX XXXX. 

During the dispute process, the seller attempted to issue a refund. However, on or about XX/XX/XXXX, I received a refund of XXXXXX/XX/XXXXPesos ( XX/XX/XXXX ) instead of USD {$200.00}. The refunded amount equaled approximately {$3.00} USD, not the original payment amount. 

At no point during the original payment process or during the dispute and refund process did PayPal provide me with an option to select, approve, or decline the currency used for the refund. The transaction was paid in USD, and the dispute was filed in USD. The refund currency conversion was performed automatically by PayPal on its internal systems, without my consent or authorization. 

I did not authorize a currency change, partial refund, or automatic currency conversion. The refund was materially incorrect and constituted a partial refund issued in the wrong currency, leaving an unpaid balance of approximately USD {$190.00}. 

Despite this, PayPal automatically converted the currency and marked the dispute as resolved, closing the case as if a full refund had been issued. This closure occurred even though the refunded amount clearly did not match the original USD payment. 

Between XX/XX/XXXX and XX/XX/XXXX, I contacted PayPal multiple times by phone and chat. I spoke with approximately XXXX different PayPal representatives, explained that the refund was issued in the wrong currency, and provided the USD equivalent showing that only about {$3.00} had been returned. 

PayPal representatives repeatedly stated that because the dispute is marked as closed, they are unable to reopen it, even though the closure was based on an incorrect and incomplete refund. PayPal has refused to escalate the matter or correct the error, relying solely on the cases closed status rather than the substance of the refund issue. 

As of XX/XX/XXXX, I remain short approximately USD {$190.00} for services that were never completed. PayPals refusal to correct this error has resulted in financial loss caused by an improper dispute resolution and an unauthorized currency conversion. 

I am requesting : XXXX. Correction of the improperly closed dispute, and XXXX. Reimbursement of the remaining USD {$190.00}, representing the unpaid portion of the original transaction.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-02-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: Block, Inc.
State: MI

Complaint narrative:
On XX/XX/year>, my wife attempted to pay for groceries at XXXX using her Cash App XXXX XXXX XXXX. The card was removed too early, and the terminal appeared to cancel the transaction. She reinserted the card, but the terminal then displayed insufficient funds, so we paid with her bank card instead. 
Approximately XXXX minutes later, Cash App notified her that the original transaction had actually cleared. This resulted in a duplicate charge for the same purchase one on Cash App and one on her bank card. 
We contacted XXXX, and they confirmed the issue could not be resolved at the store level. We contacted Cash App, but Cash App closed the dispute without resolving the issue. We have the printed XXXX receipt showing multiple authorizations at the same terminal within seconds, all with the same terminal ID, AID, and response code. This indicates a terminal malfunction and a duplicate authorization, not a valid second purchase. 
Cash App has not conducted a proper investigation under Regulation E. We are requesting that Cash App : - Reopen the dispute under Regulation E - Conduct a manual investigation - Reverse the duplicate debit We can provide the receipt showing the duplicate authorizations, along with screenshots of both charges. 
They told me it would take up to a week to a month which ties up my {$200.00}

Company response to consumer: Closed with explanation