vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-03-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
Complaint Against : Shellpoint / NewRez Mortgage Servicing Loan Number : XXXX Property : XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am submitting this complaint due to repeated servicing failures by Shellpoint/NewRez regarding a payoff request for a single property that is part of a portfolio loan. Since XX/XX/year>, I have repeatedly requested a payoff statement for a single property located at XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, which is part of loan # XXXX. Despite being extremely clear in my written requests, Shellpoint has repeatedly sent incorrect payoff statements for the entire loan portfolio instead of the individual property. This issue has now occurred multiple times over the last 90 days, despite repeated follow-ups and clear instructions. Timeline of events includes : - XXXX XXXX : Initial payoff requests submitted. Shellpoint repeatedly returned incorrect payoff statements for the entire loan rather than the individual property requested. - Each time the incorrect document was sent, Shellpoint stated it would take another 57 business days to correct the error. - XX/XX/year> : The property sale closed, yet the correct payoff statement had still not been provided despite prior requests. - XXXX XXXX XXXX : I made multiple additional attempts to resolve the issue, including phone calls and email requests. On XX/XX/year>, I made three separate calls attempting to obtain the correct payoff : - XXXX XXXX - XXXX XXXX - XXXX XXXX Even at that time, Shellpoint continued to send payoff statements for the entire loan balance, despite the request being for a single property payoff only. This repeated failure has severely delayed the payoff process and jeopardized the closing timeline, creating unnecessary operational and financial risk. My requests have been straightforward : A payoff statement for the individual property located at XXXX XXXX XXXX XXXX, not the entire portfolio loan. After nearly three months of requests, this basic servicing function has still not been handled correctly. I am requesting that Shellpoint : 1. Immediately provide the correct payoff statement for the individual property at XXXX XXXX XXXX XXXX. 2. Explain why multiple requests over a 90-day period resulted in repeated incorrect documents. 3. Address the servicing failures that caused delays impacting the completed closing. Supporting documentation, including the email chain showing repeated incorrect responses and follow-up attempts can be provided if needed

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 2026-03-11 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: Sunlight Financial LLC
State: TX

Complaint narrative:
I financed a residential solar system through Sunlight Financial that was installed by XXXX XXXX at my home in Texas. The system was sold to me with the representation that it would produce enough electricity to cover my homes energy usage. I was specifically advised to purchase a large number of panels so that the system would generate enough power to offset my entire electricity consumption. However, the system never produced enough energy to cover my usage as promised. When I contacted XXXX XXXX about the issue, I was informed that the salesperson who sold the system had been terminated due to making false production claims to customers. XXXX XXXX acknowledged the issue and apologized but only offered to sell me additional panels, which I declined. The system later stopped functioning entirely. When I attempted to obtain service, I discovered that XXXX XXXX had gone out of business due to bankruptcy. I never received any notice that the company had closed. On XX/XX/year>, I contacted Sunlight Financial for assistance because the installer was no longer operating and the system was not functioning. I was informed that they could not assist me. I have now been left with a financed solar system that does not work and no installer available to repair or service it. I recently attempted to request copies of my loan documents and payment history from Sunlight Financial. The response directed me to call instead of providing the documents electronically. Additionally, collectors have come to my home attempting to collect on this debt. The financing for the system was arranged through XXXX XXXX during the sales process, and Sunlight Financial represented that they were partnering with the installer. I am requesting that Sunlight Financial review this matter and provide an appropriate resolution, as I have been left with a nonfunctional solar system and no remedy after the installers bankruptcy.

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 2026-03-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Voluntary repossession
Company: HUNTINGTON NATIONAL BANK, THE
State: OH

Complaint narrative:
I was contacted by a recovery vendor who stated they were arranging to pick up the vehicle on behalf of the company. I provided the location and was told the pickup would be scheduled. Despite this, no one ever arrived, and I did not receive any followup communication confirming a pickup date or explaining any delay. After weeks of no action and no written clarification, I unexpectedly received attorney collection papers. I do not understand why this occurred when the company had already initiated the pickup process and failed to complete it. I have made multiple attempts to obtain written

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-03-11 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: Experian Information Solutions Inc.
State: NJ

Complaint narrative:
This CFPB complaint has been filed to request pursuant to FCRA 605B ( 15 U.S.C. 1681c-2 ) that you -- credit reporting agency, block information appearing on my consumer credit report that is the result of identity theft and fraud within 4 business days of you receiving this complaint. Finding unauthorized accounts, credit inquiries, and false personal information made or reported without my knowledge or agreement completely stunned and grieved me. I've tried to get clarification from the creditors, but they have blatantly refused to give it to me. I demand that the creditors act immediately and be transparent. The creditors must submit pertinent application materials, show proof of express authority for each query, and give comprehensive details about each account and inquiry, including dates, purposes, and the kinds of credit products involved. To see what I'm complaining about, please refer to the attached file! All of the aforementioned accounts, collections, and hard inquiries are the result of identity theft and fraud. I have attached a copy of my government issued ID as well as mail showing proof of address. So, there shouldnt be no confusion or stall tactics on your end.

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 2026-03-11 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
I am filing this complaint against JPMorgan Chase Bank , N.A . regarding their refusal to reimburse {$1200.00} stolen from my account via a highly sophisticated Bank Impersonation Scam. Chase has denied my fraud claim, failing to adhere to their obligations regarding fraudulently induced transfers and XXXXXXXX XXXX updated network rules for qualifying imposter scams. Incident Details : On XX/XX/year>, I received a phone call from an individual fraudulently representing themself as bank representatives from XXXX XXXX. The caller ID was spoofed to perfectly match a legitimate XXXX XXXX branch in Minnesota. They informed me of two pending XXXX requests for {$1500.00} and {$2000.00}, claiming these were marked as fraudulent and asking if I authorized a transfer to a " XXXX XXXX. '' When I stated I did not authorize these, they instructed me to enter two " cancellation codes '' to stop the transfers. I was then transferred to what was falsely presented as the " XXXX Fraud Department. '' The representative explicitly told me I was performing a " simulation '' to input these cancellation codes to cancel the fraudulent requests. I was repeatedly assured this was not a transaction. In reality, the scammers manipulated me into executing two XXXX transfers totaling {$1200.00}. I never authorized a transfer of funds ; I was fraudulently induced by bad actors impersonating bank and network officials to input what I was told were security codes. The Dispute : I immediately reported this fraud to Chase. However, Chase denied my claim, stating that because I physically executed the steps, the transaction was " authorized, '' and I am entirely at fault. The claim denial letter that was provided to me, has since been removed from my Statements and Tax Forms area in my account. Chase 's response ignores the reality of Fraudulent Inducement and Bank Impersonation Scams. Furthermore, XXXX XXXX XXXX ( the operator of XXXX ) has updated its network rules requiring participating financial institutions to reimburse consumers who are victims of qualifying imposter scamsspecifically when a scammer impersonates a financial institution to trick a consumer into transferring funds. Chase is a participating institution and is failing to honor this standard.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-11 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Problem with customer service — 
Company: The J. G. Wentworth Company
State: FL

Complaint narrative:
I enrolled in a debtsettlement program with JG Wentworth. One of the enrolled accounts was canceled by the creditor, and I received a XXXX confirming the debt was discharged with a XXXX balance. Despite this, JG Wentworth continued to withhold my funds and refused to provide written confirmation that the account was closed in their system. I made multiple written requests ( four separate times ) asking for : Written confirmation that the account was closed A written explanation of why funds were still being held A refund of the remaining balance in my dedicated account Copies of call recordings related to this issue JG Wentworth repeatedly refused to provide written documentation. Representatives insisted on discussing the matter only by phone, and one agent explicitly stated they would not send anything in writing. This has prevented me from obtaining clear records of my account status and has delayed the return of my funds. I have provided the company with the XXXX and proof of the debt cancellation. Despite this, they have not closed the account in writing, have not refunded my remaining balance, and have not provided the documentation I am entitled to. Their lack of transparency and refusal to provide written communication has caused unnecessary delays and raises concerns about compliance with consumer protection requirements. I am requesting the CFPBs assistance to : 1. Obtain written confirmation that my program/account is closed 2. Receive a full refund of the remaining funds in my dedicated account 3. Receive copies of all call recordings and documentation related to my case 4. Ensure the company complies with writtencommunication requirements going forward -- - If you want, I can also draft the What resolution are you seeking? section or tighten this further depending on the character limit on the form.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: Nelnet, Inc.
State: WA

Complaint narrative:
I am submitting a complaint regarding the processing of my federal Borrower Defense to Repayment application. I submitted my Borrower Defense application on XX/XX/XXXX related to my enrollment at XXXX XXXX XXXX. My case number is XXXX. My loans are federal Direct loans serviced by Nelnet. My Borrower Defense claim currently remains in In Review status in the XXXX XXXX and the internal processing stage shows XXXX Ready for XXXX XXXX, indicating the claim passed intake and is waiting for analyst review. Under the settlement in XXXX v. XXXX, post-class borrowers were to receive a determination by XX/XX/XXXX. That deadline has passed and no decision has been issued on my application. My loans remain in Borrower Defense administrative forbearance and I have not received any explanation for the missed settlement deadline or an expected timeline for resolution. I am requesting assistance in obtaining a status update and ensuring that the Department of Education processes my Borrower Defense claim in accordance with the settlement timelines.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-11 00:00:00
Product: Debt collection — Rental debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: T.S. Holdings
State: FL

Complaint narrative:
In XX/XX/year>, I signed a one-year lease at the apartments located at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX This lease expired, and I moved to Florida. XXXX years later, I received a notice from my credit bureau indicating a debt in collection for {$3900.00}, which I was unaware of. Upon learning this, I contacted the apartment complex, and they informed me that the person I had been living with in those apartments renewed the lease in my name without my consent, leaving a debt of {$3900.00} in my name.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: Bilt Technologies, Inc.
State: MD

Complaint narrative:
I am filing this complaint regarding several recent changes to the Bilt credit card and rewards program that were implemented without adequate notice, as well as the inability to obtain support from the company to resolve the issue. Historically, I used my Bilt credit card to pay my monthly rent. The rent charge would appear on my credit card statement, and I would pay the balance when my statement was due, just as with any other credit card purchase. Recently, Bilt changed its system so that rent payments are no longer processed through the credit card and are instead directly debited from a linked checking account. I was not notified of this change in advance. I only discovered the change on XX/XX/XXXX ( rent day ) when the payment process behaved differently than expected. This created confusion and significantly changed the financial utility of the card, as well as completely wiped out my checking account, which I was expecting to happen. After encountering this issue, I attempted to contact Bilt customer support. I have now been waiting over 10 days ( 8+ business days ) for any meaningful response. The only support currently available appears to be an automated AI chatbot, which has not been able to resolve the issue or escalate it to a human representative. I have effectively been unable to receive customer support for my account. The AI chatbot has also been completely wrong about the new features of the card and is telling me to do certain things that aren't true or helpful in any way. In addition, Bilt has recently : added a {$95.00} annual fee to the account, significantly downgraded the rewards program, and converted rewards into a new system called XXXX XXXX, which is difficult to understand and significantly reduces the value and usability of earned rewards These changes were implemented with little or no clear advance communication to cardholders. As a result, I am now paying an annual fee while receiving a significantly degraded product and experiencing severe support issues. I am also unable to reach support to cancel my card or have these fees waived. The most concerning issue is the lack of access to customer service. I have attempted multiple times ( 5 times now online and over the phone ) to resolve this directly with Bilt, but have been unable to reach a representative or receive assistance of any kind.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Chime Financial Inc
State: TX

Complaint narrative:
They have a XXXX XXXX program that now covers the credit builders card and also the checking account. The products listed that cover the XXXX XXXX program is XXXX cash and any transfers of money that comes in to either the credit builders card or the checking account itself those that money is supposed to automatically go to any XXXX XXXX overages that has on the accounts plural. This did not happen I've been receiving XXXX XXXX advances I've been ordering them but none of that advances are going toward the XXXX XXXX program so it kept my XXXX XXXX XXXX XXXX in an overage of XXXX. Now I get a a one-time transfer that they call it a deposit into my checking account which was XXXX there was no XXXX XXXX coverage needed it they took that transaction automatically and put it toward the negative {$85.00} on my crime XXXX XXXX XXXX XXXX. Doing that it left me with no available funds to pull out of the accounts because of that XXXX transaction of {$75.00} on XX/XX/XXXX that was deposited into my checking account should have been funds available but they pulled that and took that and put that into the credit builders which was negative. XXXX XXXX program should automatically been taken care of that any XXXX XXXX because that's what it says their product does. They did not follow these procedures causing like a rubber band effect and {$75.00} came in to a checking account that was not overdrafted and shouldn't funds should have been available but they weren't because chime automatically transferred the money I had nothing to do with it. Now XX/XX/XXXX they also changed the XXXX XXXX limitations on my account which I wasn't aware of and now the boost that they offer for that product spot me I'm unable to do anything because of they changed the parameters and I never told me. Speaking to customer service this is all based on what the system does and their famous quote I can't change anything because the system did it.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-11 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — Frequent or repeated calls
Company: Financial Recovery Services, Inc.
State: AL

Complaint narrative:
XX/XX/XXXX - XXXX back to back phone calls. XX/XX/XXXX - XXXX back to back phone calls. XX/XX/XXXX - XXXX back to back phone calls. XX/XX/XXXX XXXX back to back phone calls. XX/XX/XXXX - XXXX back to back phone calls. The phone calls will not stop.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-11 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: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
On XX/XX/XXXX I signed a XXXX personal training membership at $ XXXX. I made timely payments on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX I exercised a written cancellation right under an express clause in the signed membership agreement. No payments were missed or refused. On XX/XX/XXXX, without a payment default which is the contractual precondition for the remedy applied the merchant charged {$4900.00}, representing the remaining 9 months accelerated as a lump sum. The merchant then continued billing $ XXXX on XX/XX/XXXX and XX/XX/XXXX, attempting to collect the same balance twice. Amex credited the XXXX monthly charges but upheld the {$4900.00}. In the dispute response, the merchant misrepresented his own contract 's cancellation clause to Amex, characterizing it as applying only to gender composition changes. The contract explicitly states the clause applies to substantial changes 'including but not limited to " that example. Amex accepted this mischaracterization without independent review of the contract language. The merchant 's own document submitted to Amex his service description lists monthly body composition reevaluation as a committed deliverable. It was never delivered. Amex had this document and did not act on it. Total charges of {$7600.00} exceed the full contract value of {$6500.00} by {$1000.00}.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-03-11 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: NY

Complaint narrative:
My phone was stolen at between XXXX on XX/XX/year>, and after being unsuccessful in recovering it, I returned to my apartment and checked all of my accounts to ensure that there was no further damage. Upon gaining access to my emails, I realized that whoever stole it found their way into all of my accounts ( including Cash App ), and noticed that a loan and a debit card from XXXX were opened, a credit card from XXXX was opened, and multiple fraudulent transactions were made with my XXXX XXXX card, XXXX XXXX, and XXXX XXXX account as well. From my Checking account there were XXXX {$5000.00} payments/transfers made to Cash App. Within the span of a few hours all {$10000.00} was drained from my Cash App account to a bank account ( {$9900.00} was transferred out and {$75.00} was paid as a fee to immediately transfer the funds ) that I never had attached nor did I ever have any affiliation with and my account was closed afterwards. I filed a claim on XX/XX/year> ( Cash App XXXX # XXXX ) as soon as I saw all of the transactions and submitted my police report ( XXXX ), detective 's information, and extra claim numbers and received an email stating that my claim was denied

Company response to consumer: Closed with explanation
Consumer complaint received 2026-03-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Block, Inc.
State: CA

Complaint narrative:
I can't recall the date because it was done online but they wouldn't tell me why the wouldn't let me open my account or reopen an existing one

Company response to consumer: Closed with explanation