vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-04-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
One of our credit cards was used fraudulently for over 30 transactions This began on XX/XX/year>. Bank of America took zero action to notify us of this. I logged into my online account on XX/XX/XXXX to and saw a message. I tried to follow the online system by selecting the fraudulent transactions, however due to it being over 30 I was told to call. As anyone who has ever tried to do business with BOA knows, hold times are a minimum of thirty minutes, and the in person service tends to be just as bad. I have already been on hold for over 15 minutes while I'm typing this. I need someone to contact me to get this resolved, as this is completely unacceptable. I understand the business model is " people can't leave our company because it's too much of a hassle to close their accounts! '' but you'd think for fraud issues they'd at least pretend to be provide customer service.

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 2026-04-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
During a flight booking on XXXX XXXXXXXX XXXX prominently displayed a " New Cardmember Offer '' for the Citi AAdvantage credit card on the trip summary page. The offer advertised a {$200.00} statement credit and XXXX bonus miles. I applied for the Citi AAdvantage card, received approval, and used the new card to pay for the ticket. I completed the booking and paid the full fare. As of this filing, Citibank and XXXX XXXX have not applied the {$200.00} statement credit to my account. I have not received the XXXX bonus miles. I have a PDF screenshot of the XXXX trip summary page showing the promotional offer. I am requesting that Citibank and XXXX XXXX honor the promotional offer as presented during the booking transaction : the {$200.00} statement credit applied to my account and the XXXX bonus miles credited to my AAdvantage account, per the terms displayed at the time of application.

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 2026-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WA

Complaint narrative:
On our monthly mortgage statement for XXXX from Carington mortgage services dated XX/XX/year> we noticed a late charge of {$40.00} at which time I called them and their representative said that our payment was not processed due to a {$14.00} shortfall. The representative informed me that it was my responsibility to monitor my statement to identify any shortfalls and make corrections to my auto bill pay. At that point I asked what I needed to do to resolve the issue and was told to submit an additional {$29.00} payment to make up for the shortfall for the XXXX payment and XXXX payment that was already being processed through my bank, and at that time we also changed the auto pay to the new correct amount and I believed the issue was resolved. On our XXXX statement it showed that the XXXX payment was not processed and the {$29.00} additional funds were shown as unapplied. I called Carrington back to find out why the issue was not resolved, and they said that the information the first representative provided was not accepted but they never notified me so that I could provide any further resolution. At this point I asked directly what I needed to do to fix my account and made additional payments. I then talked to an escalation specialist at Carrington to make a complaint against the first representative and why there was no notification that what she did was rejected resulting in another payment not being processed. The escalation specialist said that they would contact me in three days to report her findings after she reviewed the initial phone call with the first representative, but I never received a response back. My bank reported that there was a change in my credit report due to Carrington reporting that we missed the two payments and both my wife 's and my credit scores were negatively affected. I admitted that I did not pay that close of attention to my statements and did not notice a problem until the XXXX statement showed that our payment was not processed at which time I called Carrington to correct the problem and believed it was corrected. We have had this loan for XXXX years and have never missed a payment or been delinquent on a payment, it seems like a poor business practice to report a non-payment when it was actually not processed and failing to notify customers when the directions provided by their representatives fail to correct an issue or are rejected by someone else in the company.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Netspend Corporation
State: KY

Complaint narrative:
I am filing a complaint regarding my banks refusal to reimburse me after I was the victim of a scam involving impersonation of my mortgage company. On XX/XX/year>2026, I received a phone call from an individual who claimed to be from my mortgage company. The caller had specific details about my mortgage, which made the call appear legitimate. I was told I qualified for a loan modification that would lower my monthly payment from {$2200.00} to {$1800.00}. The caller instructed me that I needed to make XXXX consecutive payments to qualify and that I needed to make a payment immediately. I was told the only way to do this was through XXXX XXXX XXXX. The scammer sent me a barcXXXXe and payment information, which I took to XXXX and completed the transaction. After making the payment, I later discovered that the funds were not applied to my mortgage. I was deceived by an individual impersonating my mortgage company and was misled into sending money under false pretenses. I reported this fraud to my bank, Netspend XXXX XXXX XXXX, on XX/XX/year>2026. My claim was denied, and I do not believe a reasonable or thorough investigation was conducted. This transaction was the result of fraudulent inducement, and I did not knowingly authorize a legitimate payment to a valid party. Under the Electronic Fund Transfer Act I have the right to dispute fraudulent transactions and receive a proper investigation and explanation. I am requesting that : My claim be reopened and fully investigated The bank provide documentation of their investigation My funds in the amount of XXXX [ INSERT AMOUNT ] be reimbursed I have also reported this incident to the appropriate authorities. I am seeking a fair resolution and expect the bank to comply with consumer protection laws.

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 2026-04-24 00:00:00
Product: Debt collection — Other debt
Issue: Communication tactics — Frequent or repeated calls
Company: Paramount GR Holdings, LLC
State: TX

Complaint narrative:
I recently filed a CFPB complaint against GoodLeap LLC ( XXXX ) due to their unreasonable response timeframes, which are threatening to derail a viable short sale for me. This will place me in danger of foreclosure, which is a far more devastating financial outcome than a short sale with my mortgage lender. There is another issue that is concerning to me about the situation that I did not mention previously : the exorbitant cost of my A/C units. At last report, the GoodLeap payoff for my TWO A/C units is {$30000.00}. Even at install, my principal balance was $ XXXX. This is an unusually high price for just two units. I questioned it at that time -- I was shocked at how high the price tag was compared to what I had been led to believe. I have learned that legal proceedings have been initiated against GoodLeap in Minnesota, and apparently many other people have had the same experience. State of Minnesota v. GoodLeap LLC et al has now been filed in federal court as case XXXX. When I see this, I am realizing that this is part of a pattern. I have also learned that the attorney general in XXXX where I reside, has in recent weeks also initiated investigations into companies like GoodLeap regarding their business practices. It might be that lack of accountability is endemic across the industry, but this particular situation is materially impacting me right now. We have communicated to GoodLeap, including even the CEO, that their lack of responsiveness is placing the short sale of my home in danger. The buyer simply can not wait for answers such as, " We can't even tell you whether we will have an answer within several months, '' which is exactly what they told my real estate agent over the phone this week with me on the line. No buyer can work with that! At the same time, the buyer 's loan originator has told us that he has seen a case where GoodLeap has responded with an offer within a day when foreclosure was imminent. They _CAN_ do it -- in my case, they are simply choosing not to. Considering that even their CEO has been notified of the situation, the pattern appears to be that GoodLeap 's script is very intentional -- they lead people along for absurd periods of time. Perhaps the thinking is that the borrower or investor-buyer will be willing to settle for a higher number. That script doesn't work here -- a retail buyer will not pay such a ridiculous price for an A/C unit, and the amount that the first-position lienholder can settle for is contrained by FHA guidelines. In summary : 1 ) Apparently like many other customers, I believe GoodLeap 's pricing structure is dishonest. 2 ) Their obscenely high payoff must now be reckoned with during a short sale. 3 ) GoodLeap seems to be deliberately uncommunicative about its intentions. Their lack of communication is not simply due to a lack of resources -- it is part of their process at this stage.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: NC

Complaint narrative:
On XXXX XXXX XXXX I was a victim of a bank impersonation fraud scheme. Scammers spoofed my credit union 's official phone number and deceived me into transferring {$1700.00} through CashApp in two transactions {$1500.00} and {$250.00}. I am originally from XXXX XXXX and was completely unfamiliar with this type of scam. I panicked genuinely believing I was speaking with my bank 's fraud department. I have filed multiple fraud claims with CashApp across the following case numbers : XXXX, XXXX, XXXX, XXXX. CashApp has repeatedly denied my claims using the same reasoning that the transactions were authorized without addressing that my authorization was obtained through criminal deception. Additionally CashApp keeps automatically closing my cases after 3 days citing inactivity, even when I have not received any response or resolution. This pattern of automatic closure is preventing me from exercising my right to a proper investigation and documentation of my denial. I have identified through my CashApp activity that the fraudulent funds were immediately withdrawn to XXXX bank in two transactions {$1400.00} and {$300.00} on the same day, providing a clear trail of the stolen funds that CashApp has refused to investigate. I have requested the denial documentation I am legally entitled to multiple times. CashApp has failed to provide it despite promising to do so through their specialty team

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: ALL WESTERN MORTGAGE
State: CA

Complaint narrative:
My mortgage loan with All Western Mortgage originated in XX/XX/year>. At closing, I funded an escrow account with {$8000.00}. I made one payment to All Western in XX/XX/year> including {$2100.00} in escrow. Total escrow collected : {$10000.00}. In XX/XX/year>, my loan transferred to XXXX XXXX XXXX ( XXXX ). All Western claims in writing that they transferred the full {$10000.00} to XXXX on XX/XX/year>. However, XXXX 's XX/XX/year> loan setup statement shows {$0.00} in escrow received. The {$10000.00} never arrived in my escrow account. When I requested proof of transfer, All Western provided an internal " Escrow Disbursement Transaction Details '' document showing a disbursement dated XX/XX/year> ( not XX/XX/XXXX ), to an entity called " Investor Transfer '' ( not XXXX ). All Western admits this internal document is " the only proof we have. '' This is not proof that XXXX received the funds. The dates and recipients are inconsistent. I have requested wire transfer confirmation ( receiving bank, account number, confirmation number ) and All Western has not provided it. {$10000.00} of my escrow funds left All Western 's possession and was never credited to my account with the new servicer. Someone needs to account for where this money went.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
A fraud recall was initiated by XXXX XXXX for my elderly Mother- XXXX XXXX on a wire sent to a Wells Fargo account on XXXX. Wells Fargo has not responded or confirmed receipt. This involves an elderly victim of financial exploitation. We are requesting confirmation that the recall was received and that the account has been reviewed. We would like a response. the transaction number is 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 2026-04-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CULLEN/FROST BANKERS, INC.
State: TX

Complaint narrative:
I am filing this complaint regarding a dispute involving transactions with XXXX and the handling of that dispute by Frost Bank. On XX/XX/XXXX and XX/XX/XXXX, I made two purchases from XXXX totaling approximately {$4900.00} across my personal and business debit cards due to daily transaction limits. At the time of purchase, I clearly communicated to the XXXX sales advisor that if the items did not arrive in time for their intended purpose, I would not keep them. The items did not arrive as expected, and I notified the advisor within the applicable timeframe that I intended to return them. XXXX did not provide return instructions or logistics within the return window. I followed up multiple times but did not receive proper guidance. I then contacted XXXX XXXX XXXX, who advised me to return the items. On XX/XX/XXXX, I returned the merchandise at my own expense using XXXX. Tracking confirms delivery on XX/XX/XXXX, and the package was received and signed for at the XXXX location. Despite receiving the merchandise, XXXX denied the refund, claiming the return was outside their policy window. However, my intent to return was communicated within the timeframe, and the delay was due to XXXX failure to provide return coordination. I then filed disputes with Frost Bank in XX/XX/XXXX for both transactions. For the business account dispute, Frost states that XXXX responded and that additional documentation was required from me. However, I did not receive the correspondence by mail. I later confirmed with a banker that I had in fact visited a branch, completed, and signed the required documentation in person. Despite this, Frost closed the claim, stating I did not respond. For the personal account dispute, Frost has stated there has been no merchant response, and the claim remains pending. Throughout this process, I repeatedly contacted Frost for updates and was consistently told there was no merchant response on either claim. This was incorrect, as one claim had already been responded to and ultimately closed without my knowledge. Additionally, XXXX has recently confirmed in writing that they are in possession of the returned merchandise and have offered to ship the items back to me. This confirms that the items were successfully returned and received. At this time, XXXX has retained both the merchandise and the funds, and Frost has failed to properly handle the dispute process, including miscommunication, failure to properly process submitted documentation, and closing a claim despite my compliance. I am requesting a full review of the dispute handling, reopening of the improperly closed claim, and appropriate recovery of funds.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: CA

Complaint narrative:
I leased a car from XXXX and after a few months I had to move out of country for work. I called their finance department and was told I could return the lease without any fines or penalties early as I didnt have high miles and the only ding would be to my credit. I called a week later when I was about to return and they stated the same thing. I returned the car and the dealership stated nothing and said I owed nothing and Im all good. Months go by and I was charged the full amount and fees and penalties. I wouldnt have returned the vehicle and kept it if I had to pay it. Also, I had someone interested in taking over the lease as well. I was provided wrong info and the voice recording of the phone calls I wasnt provided and they then sold my debt and told me they cant help me anymore

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: CA

Complaint narrative:
Mohela did not apply the interest subsidy while in repayment on SAVE. This is while in repayment. I was paying the loans as agreed. The interest subsidy was not applied during XX/XX/XXXX, nor is subsequent months. Documents were submitted previously and ignored with a response that did not address the issue at all several times. i have spent HOURS on the phone with Mohela with no help at all. They have sent statements with incorrect interest during the repayment, and I brought it to both Mohela and XXXX XXXXXXXX XXXX XXXX attention. During the covid pause, my accumulated interest was at {$1800.00}, it then went to {$3200.00} in XX/XX/XXXX and has steadily climbed until it was {$5700.00} at the end of the repayment period and start of the SAVE forbearance in XX/XX/XXXX. I was in the Save plan and there should have been an interest subsidy during repayment. Mohela 's response was that a supervisor would look into it, but the reply I got was a standard SAVE plan summary saying there was no interest accrued despite my records clearing showing interest accrual. I have documents proving interest accumulated and is still on my loans. This has nothing to do with the 0 % SAVE forbearance. I have wanted to switch plans for over a year, but been unable as the maximum payment cap will include this erroneous interest and now interest is accruing on top of it. There are also some documents sent to me regarding interest capitalization when no capitalization event should have occured. According to documents regarding when interest subsidies take effect, I found that the benefit starts one month prior to the first payment minus one day. So the interest subsidy should have started on XX/XX/XXXX for a payment date of XX/XX/XXXX.

Company response to consumer: Untimely response
Consumer complaint received 2026-04-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
A scammer called my phone, impersonating a Chase representative. He said that fraud was detected on my account and that I needed to verify information in order to help with the investigation. The number that called my phone was, in fact, a chase number ( XXXX ) XXXX. Therefore, I believed him. He walked through the process of resetting my account, incrementally getting me to share more information over time. Then said that since my XXXX XXXX was also connected to my bank, we needed to reset that too. He sent me a link to click on, which ended up being a request for {$2000.00} and said that it was a hold that would be cancelled. It was simply to verify my phone. I obliged and the scammer was gone. When I contacted Chase, they said there was nothing they could do to get the money back. I contacted XXXX XXXX and they said the same thing. The final amount that was taken from the chase account was {$1900.00}

Company response to consumer: Closed with explanation