vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-04-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: IL

Complaint narrative:
" I am disputing a 90-day delinquency reported by MOHELA that resulted from a documented systemic failure of their XXXX system. On XX/XX/XXXX, I received a confirmation email from the servicer acknowledging my request to enroll in XXXX. The email stated they would notify me of the status ; no such notification was ever sent, and the system failed to execute the payments. On XX/XX/XXXX, I attempted to re-enroll in Autopay through the portal, but the enrollment was again dropped or ignored during the servicer 's platform migration. I received no phone calls or letters regarding a delinquency until XX/XX/XXXX. Upon discovering the error, I immediately paid the full balance of over {$500.00} on XX/XX/XXXX, to demonstrate good faith. My attempts to resolve this via phone have been met with obstruction : XX/XX/XXXX ( XXXX p.m. ) : I waited on hold for 10 minutes, but was disconnected the moment the call was patched to a representative. XX/XX/XXXX ( XXXXXXXX XXXX. ) : I spoke with a manager for 46 minutes. The manager refused to provide a Case Number or Interaction ID and denied that any systemic autopay errors existed, despite my having written proof of enrollment. Furthermore, I received zero physical mail or telephonic notice regarding any delinquency prior to discovering it myself in XX/XX/XXXX. MOHELA claimed that emails were sent ; however, these were never received in my primary inbox and were apparently diverted to a spam folder. For a financial institution managing federal assets, relying on email-only communication that fails to bypass standard spam filterswhile failing to send a single piece of paper correspondence to my verified addressis a gross failure of the servicers duty to provide adequate notice. This lack of notification deprived me of the opportunity to rectify a technical enrollment error that was entirely on the servicers side. This servicer error caused a near XXXX drop to a previously phenomenal credit score in the low to mid XXXX 's. I am requesting a retroactive administrative forbearance for the months of XXXX, XXXX, and XX/XX/XXXX and a total deletion of the inaccurate late marks from all credit bureaus.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: Rocket Mortgage, LLC
State: MD

Complaint narrative:
When our mortgage originated on XX/XX/XXXX, we agreed to payXX/XX/XXXX according to the rules appearing inXX/XX/XXXX XXXX Guide XXXX. On XX/XX/XXXX, we requested XX/XX/XXXXremoval because of substantial improvements we had completed on the structure, such as a new egress window converting a basement room into a legal bedroom. We provided a copy of the contract with the egress window installer indicating work had been completed by XX/XX/XXXX. We paid the XXXX fee on XX/XX/XXXX, XX/XX/XXXX days before the XX/XX/XXXX year seasoning requirement would have been satisfied. The XXXX agent visited our house on XX/XX/XXXX and verified the completion of the egress window project in his report. XXXX denied our XX/XX/XXXX removal request on XX/XX/XXXX. The XX/XX/XXXX XXXX report indicated an XXXX of XX/XX/XXXX, which was less than theXX/XX/XXXXthreshold established by XX/XX/XXXXfor loans with substantial improvements. However, instead of followingXX/XX/XXXX guidelines, XX/XX/XXXX powered by XXXX incorrectly applied a 75 % threshold requirement that should only be used after a loan is more than XXXX XXXX XXXX when there are no substantial improvements. In response to aXX/XX/XXXX we submitted in XX/XX/XXXX, XX/XX/XXXXmade materially false statements claiming without any evidence that the substantial improvements in our basement were not completed before the XX/XX/XXXX XXXX inspection, despite the XXXX report explicitly documenting 'Windows - new egress window ' as a completed update with photographs showing the finished basement window. In XX/XX/XXXX, XXXX acknowledged that the improvements 'were not provided to the investor with the original order, ' confirming their procedural violation ofXX/XX/XXXXXXXX Guide XXXX. XXXX ordered a newXX/XX/XXXXat no cost to us in recognition of their mistake, which did result in a belated removal ofXX/XX/XXXX months later than they would have had XX/XX/XXXXXXXX Guide been followed properly. As a result of this improper denial, we were charged {$970.00} in XX/XX/XXXX premiums from XX/XX/XXXX through XX/XX/XXXX before XX/XX/XXXXr finally approved XX/XX/XXXXremoval in XX/XX/XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Eastern Account Systems of Connecticut, Inc.
State: IN

Complaint narrative:
XX/XX/year> Called to check into the account that XXXX mobile had turned into collections, as I have never opened or help an XXXX mobile account XX/XX/year> spent several hours on the phone with XXXX getting bounced from person to person, trying to locate the account that they turned into collections, with multiple agents telling me that I do not have any sort of XXXX XXXX account. XX/XX/year> after multiple attempts I was finally able to reach Eastern Account Systems. The agent there was not able to find my account via my SSN or Phone number, but eventually found the account using an address that was reported in my Credit report for the account in question. I informed them I have never lived at that address, or even in the state of Massachusetts. To which they replied oh, so this is fraud? I told them it looks that way. They then offered to settle the debt for {$910.00}. I informed them it was not my debt and that I would not be paying anything for them to remove the debt, as I did not open the account. I was then directed to call XXXX to have them resolve it. Eastern did provide me with the original account number for the XXXX XXXX account in question. XX/XX/year> I spend around 2 more hours in the phone with Xfinity, talking to several different agents before I was able to speak to their Fraud department. They confirmed that somehow my name was on the account, but the account did not have my correct phone number, or email address attached to it. They then informed me that in order for them to look into it I would have to fill out a form, and provide several proofs of residency, and then they would determine if it was fraud and if they would do anything about the account in collections. It is worth noting that I have an account with XXXX XXXX that has been open for 8 years and is in good standings, in a completely different state than the one in question, and it is obviously fraudulent that my name is on it, either intentionally, or through some sort of error in XXXX part. They did not offer any sort of quicker solution to remove this account which is negatively effecting my credit score.

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
I am submitting this complaint regarding Equifaxs failure to conduct a reasonable reinvestigation of disputed information on my credit report, specifically related to a collection account furnished by XXXX XXXX XXXX. I previously disputed this account with Equifax , identifying multiple inaccuracies and requesting verification and supporting documentation. Despite this, Equifax has continued to report the account as verified without providing any evidence that a reasonable reinvestigation was conducted. The account in question is a collection account reported by XXXX XXXX XXXX, allegedly originating from XXXX XXXX, with a balance of approximately {$500.00}. However, the account is incomplete, misleading, and unverifiable. The tradeline does not include a Date of Last Activity or Date of Last Payment, and no complete payment history from the original creditor has been provided. Additionally, the account is reported as open while also being classified as a collection account, which is misleading. Furthermore, no documentation has been provided to demonstrate how the reported balance was calculated, and no evidence has been provided to establish that XXXX XXXX has legal ownership of the account through a valid chain of assignment. Despite these deficiencies, Equifax has verified the account as accurate. Failure to Conduct Reasonable Reinvestigation Under the Fair Credit Reporting Act 1681i, Equifax is required to conduct a reasonable reinvestigation of disputed information. However, Equifax appears to have relied on automated or superficial verification processes rather than obtaining and reviewing actual documentation. No evidence has been provided that Equifax : Reviewed original account-level records Verified the chain of assignment for a debt buyer account Examined documentation supporting the balance Considered the prior dispute history associated with this account Simply confirming information with the furnisher, without verifying underlying documentation, does not meet the standard of a reasonable reinvestigation. Failure to Ensure Maximum Possible Accuracy Equifax continues to report inaccurate and incomplete information, in violation of its duty under FCRA 1681e ( b ) to ensure maximum possible accuracy. The continued reporting of this account despite known deficiencies demonstrates a failure to maintain accurate and reliable credit reporting. Pattern of Noncompliance This issue is not isolated. The repeated verification of disputed information without documentation reflects a pattern of noncompliance and a systemic failure to properly investigate consumer disputes. Equifax has been placed on notice of the inaccuracies and has failed to take appropriate corrective action.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-04-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Problem after you declared or threatened to declare bankruptcy
Company: SANTANDER HOLDINGS USA, INC.
State: MN

Complaint narrative:
I am submitting a complaint regarding inaccurate credit reporting on an auto loan account. This account was included in my bankruptcy, and the vehicle was surrendered as part of the bankruptcy process. The debt was discharged ; however, the account is currently being reported with continued late payments after the bankruptcy discharge date. This is inaccurate and misleading. Once a debt is included in bankruptcy and discharged, it should not reflect ongoing delinquency. The account should instead be reported as Included in Bankruptcy or Discharged in Bankruptcy with a {$0.00} balance. The current reporting misrepresents the status of this account and is negatively impacting my credit profile. I am requesting that this account be corrected to accurately reflect its inclusion in bankruptcy and that all inaccurate post-discharge activity be removed.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: AMERICAN EXPRESS COMPANY
State: NY

Complaint narrative:
I applied for an American Express XXXX XXXX XXXX credit card on line. There was an offer for XXXX miles after spending {$5000.00} in the first 3 months. I was approved immediately and the card was sent. After I activated the card, I charged some high-price items that I and almost reached the {$5000.00} in two weeks. I then called customer service and asked when the miles would be rewarded and was told I didn't qualify for the miles after spending all that money on the card. I asked why I wasn't qualified for the miles or told that before activating the card and using it. I was told they didn't know. I asked to speak to a supervisor and a ticket was opened. I was told I would know of the results by XX/XX/year>. I called again on XXXX to, and was informed that my ticket was denied due to me closing a previous card 5 years ago because the fee was too high. I never received the miles from that card. I feel this is not fair or even legal, as I should have been informed that I would not receive the promotion before activating my card and charging that amount. I closed the card but wanted to file this complaint as I feel this was a bait and switch issue.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Confusing or missing disclosures — 
Company: Consumer Financial Services Solutions, Inc.
State: MI

Complaint narrative:
This correspondence serves as a formal demand for immediate corrective action regarding the mishandling and apparent misappropriation of funds associated with my account. Despite my good-faith participation in your program, it has become evident that funds I deposited for the explicit purpose of settling my debts have not been applied as represented. Your failure to properly allocate these funds constitutes, at minimum, a breach of your contractual obligations and may rise to the level of deceptive and unlawful business practices. As a result of your actions, I am hereby demanding an immediate and full refund in the amount of {$540.00}, representing the funds that were improperly handled and not used in accordance with the agreed-upon purpose. Additionally, I require the following after of receipt of this notice : A complete and itemized accounting of all funds received, held, and disbursed on my behalf A detailed written explanation for any failure to remit payments to creditors as agreed Full disclosure of all fees assessed, including the legal and contractual basis for such charges

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Someone got into my phone and hacked my checking account deposited XXXX into my account on XX/XX/XXXX then they transferred XXXX to what says my cash app. on the XXXX of XXXX and what happened to the money then I don't know. I can't revive my cash app. account. Cash app. can look at my old account and they won't even tell me what happened to the money. I asked and they won't tell me. I haven't been able to pay for my wife 's kemo meds for a month now. We up standing citizens and is is retired fed law enforcement.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 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: U.S. BANCORP
State: CA

Complaint narrative:
On or about XXXX I was charged {$190.00} by XXXX XXXX ( XXXX ) for clothing. The merchant later shut down operations without properly issuing my refund. After discovering this, I contacted the merchant directly. They responded in writing confirming that they attempted to process refunds at the time of closure but were unable to complete mine due to system limitations after shutting down. They clearly acknowledged that I am owed a full refund and explicitly stated they would accept a chargeback without dispute. I then contacted my credit card issuer, U.S. Bank, to dispute the charge. A provisional credit of {$190.00} was issued on XX/XX/year>. However, the bank later denied the dispute solely based on the 60-day timeframe under the Fair Credit Billing Act and stated they could not proceed under Visa rules. The provisional credit was reversed, and I was informed no further assistance would be provided. U.S. Bank failed to conduct a reasonable investigation or consider the merchants written admission that the refund is owed. They also failed to evaluate this as a merchant closure scenario or pursue any good-faith exception, despite clear evidence that the transaction remains unresolved and that I made a good faith effort to resolve the issue directly with the merchant. As a result, I have been held financially responsible for a transaction where the merchant has already acknowledged I am owed a refund but is unable to process it due to circumstances outside of my control.

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 2026-04-10 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Lost or stolen money order — 
Company: ALLY FINANCIAL INC.
State: ID

Complaint narrative:
I had a loan with Ally XXXX and I over paid after my loan was refinanced with my current bank. I received a letter that I was sent two different checks from the overpayment which one I received that was over XXXX dollars. I never received the second was that was over XXXX dollars. I called the bank three times One on XX/XX/XXXX, the response that I got is that they would submit this and I would get a check in the mail within 20 business days. Fast forward to XX/XX/XXXX I called again and I was told that they would submit information to the supervisor and I would get a callback within 2 business days with a XXXX tracking number in regards to my check being mailed. Now today XX/XX/XXXX, I called again and they verified that there was no tracking number and in fact no one had called back. The response that I got was that they would once again escalate this to the supervisor and would email me a XXXX XXXX tracking number. Mind you that I refinanced my car since XXXX of 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 2026-04-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: Navient Solutions, LLC.
State: GA

Complaint narrative:
To Whom It May Concern, My name is XXXX XXXX XXXX and I am writing regarding a settlement I received from Navient. Before accepting the payment, I took the initiative to contact the Consumer Financial Protection Bureau to verify the legitimacy of the check. The settlement was confirmed, and in that process, the Bureau also acknowledged ongoing concerns surrounding Navient Corporations practices. While I appreciate the effort behind providing compensation, I must respectfully express that the amount awarded does not adequately reflect the financial damage I have experienced. Had I been in a position to decline the check, I would have done so, as the amount does not come close to addressing the long-term impact of these student loans on my financial stability. I took out predatory loans at the age of XXXX in pursuit of becoming the first college graduate in my family and achieving the XXXX XXXX. Instead, I have spent years struggling financially as a result. These loans have prevented me from achieving home ownership on multiple occasions. I was approved for mortgages where lenders factored in 1 % of my loan balance into my debt-to-income ratio, but even after entering contracts and investing my own funds, I was repeatedly unable to close on homes. This pattern has continued over time, demonstrating the lasting consequences of these lending practices. Today, after 20 years as an XXXX in XXXX XXXX XXXX, I have successfully paid off my loans. However, I still do not own a homean outcome that reflects how deeply these financial burdens have affected my life and long-term stability. I am writing not only to share my experience, but also to ask whether there are additional remedies or actions available for individuals like myself who continue to face the lasting consequences of these predatory loans. I believe it is important for my story to be considered as part of the broader impact Navients practices have had on borrowers. Thank you for your time and consideration. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: SOFI TECHNOLOGIES, INC.
State: IL

Complaint narrative:
I initially entered my account number incorrectly. I was supposed to receive a payment of {$1500.00} on XX/XX/XXXX. When I didn't receive the payment I contacted my bank, and received an email on XX/XX/XXXX that the funds were sent to an invalid account number and as a result they would be returned within 3 buisness days. After several days I still hasn't received my pay, so I reached back out to the bank, at which time they asked me for more information ( XX/XX/XXXX ). On XX/XX/XXXX I received this email " I hope this message finds you well. We are sorry to inform you that the funds from your direct deposit were deposited to an incorrect account. To rectify this matter, the originator of the funds will need to send a XXXX or XXXX to SoFi 's contact info as listed on the XXXX XXXX in order to recall the funds, as we are unable to move funds between accounts. Once this has been completed, we will continue to work with the originator directly to resolve this matter. We do hope this helps. Thank you, and have a wonderful rest of your day! '' This letter was forwarded to my employer that same day and I've been informed that someone has been in touch with my bank. However the company claims that they are unable to recover the funds and so will not be paying me until that time

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-10 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ADIR INTERNATIONAL LLC
State: CA

Complaint narrative:
I am requesting validation of an alleged account associated with CURACAO, as I have concerns regarding the accuracy and legitimacy of this debt. After reviewing my financial records, I have not found sufficient documentation that clearly establishes my responsibility for this account. I have not been provided with a signed agreement, detailed account statements, or a complete transaction history that would allow me to verify the origin and balance of this debt. The lack of supporting documentation raises concerns about whether this account has been properly verified before being reported or pursued. Additionally, I am concerned that this account may be the result of inaccurate reporting, identity confusion, or a data breach, where my personal information may have been used without my knowledge. Under 15 U.S.C. 1692g ( b ), I am formally requesting validation of this debt. Additionally, under 15 U.S.C. 1681s-2 ( b ) and 1681e ( b ), any information being furnished must be accurate and properly investigated.

Company response to consumer: Closed with explanation