vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: BSI Financial Holdings, Inc.
State: MT

Complaint narrative:
My insurance company paid out for hail damage. To date, {$58000.00} has been released for dwelling damages from BSI. We have an out of pocket deductible of {$5000.00}. I am requesting an additional payment of {$20000.00} to meet the contractor 's 50 % down payment requirement to order materials and begin work. The deadline to complete work with the insurance company is XX/XX/ 2026 in order to recoup withheld depreciation. I have been told they will only release up to {$40000.00} and additional funds will be released once the repairs have begun. I am unable to begin repairs as I am waiting on BSI to release {$20000.00}. My loss draft file owner and I spoke on XX/XX/2026 and she stated she would have a supervisor review my file for authorization to release additional funds and I would be contacted in XXXXXXXX business days. I was not contacted again until XX/XX/XXXX. At this time I was told she was waiting on information from my insurance company to verify funds released and that she was unable to speak with anyone at my insurance company. I advised I would obtain the information and send it to BSI. I obtained and sent documents from my insurance company on XX/XX/ 2026. I was not contacted by BSI and called them on XX/XX/XXXX. I was informed the file owner should have reached out to me the day before but that I would receive a call within XXXX business days. I had a missed call but no voicemails from BSI on XX/XX/XXXX. On XX/XX/XXXX I spoke with a representative from BSI 's Loss Draft department. He advised he can not put me in touch with a supervisor and indicated I can not wait in a hold queue to speak with anyone who can assist me. BSI Financial is delaying release of insurance proceeds needed to repair my home. They are giving inconsistent information and no clear path for obtaining funds.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Received a delinquent notice from local tax office stating taxes were not paid XXXX thru XXXX. Total of {$18000.00}. Mortgage did not pay. Have called wells fargo mortgage and they recently transferred loan to XXXXXXXX XXXX so they have me going back and forth with no straight answer. Where is that escrow money.

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: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: SOFI TECHNOLOGIES, INC.
State: VA

Complaint narrative:
I am filing a complaint regarding SoFis handling of a XXXX dispute involving a {$100.00} payment for a shipping service that was not completed. A driver was initially confirmed for the service. However, the driver canceled last minute due to a mechanical issue, and the service was never fulfilled. Following this, the vendor attempted to rebook the service at double the original price, which I declined. Only after I canceled did the vendor attempt to impose a {$200.00} cancellation fee, which was never clearly disclosed or agreed to in advance. I provided SoFi with : Written communication confirming the service arrangement Evidence of the drivers cancellation Evidence of the price change A voice recording from the vendor confirming that the service was not provided Additionally, the vendor appears to be operating under multiple business names ( XXXX XXXX XXXX XXXX XXXX XXXX ), raising concerns about deceptive practices. Despite this, SoFi denied my claim and stated no error occurred. This is not a case of a completed or properly authorized transaction. The vendor failed to deliver the agreed-upon service and attempted to change terms after the fact. I am requesting : 1. Reconsideration of this dispute 2. Reimbursement of the {$100.00} payment 3. Clarification on SoFis policies regarding consumer protection in cases of vendor non-performance

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: SUNRISE CREDIT SERVICES, INC
State: CA

Complaint narrative:
I recently reviewed my credit report and noticed an account listed in collections that I do not recognize. I did not open this account and was previously unaware of its existence. I filed disputes with all three credit bureaus XXXX XXXX, and XXXX XXXX has since removed the account from my report ; howeverXXXX XXXX has responded that the account belongs to me. I want to reiterate that I have not opened any new accounts and have no knowledge of this account.

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: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: ALLY FINANCIAL INC.
State: AL

Complaint narrative:
On XX/XX/XXXX, I initiated a wire transfer in the amount of {$8700.00} from my Ally Bank account to a company advertising shipping containers. The receiving bank was XXXX XXXX Bank, routing number XXXX, account ending in XXXX, under the name XXXX XXXX XXXX ( ID : XXXX, Order Number : XXXX ). After the transaction, it became clear that this company was fraudulent. I did not receive any goods or services, and my request for a refund was ignored. I promptly requested a wire recall through Ally Bank around XX/XX/XXXX. From XX/XX/XXXX through XX/XX/XXXX, I made multiple follow-ups via phone and email and was consistently told that the matter was being worked on. On XX/XX/XXXX, I was informed that the funds could not be recovered and was advised to contact the receiving bank directly. I was provided recovery ID XXXX. Since that time, I have identified what appears to be the same fraudulent operation continuing under a newly created website, suggesting an ongoing scam using banking channels. I am filing this complaint because I believe additional action should have been taken to attempt recovery and to investigate the receiving account involved in this fraudulent transaction. I am requesting a formal review of Ally Banks handling of my wire fraud claim and any actions taken with the receiving bank. I am also requesting that this matter be escalated for further investigation, as the fraud appears to be ongoing. I can provide the fraudulent website currently in operation upon request.

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: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with a trade-in
Company: FORD MOTOR CREDIT CO.
State: SC

Complaint narrative:
Bought XXXX XXXX XXXX on XXXX with balloon payment the was told we could refinance. At the time the payment was balloon was due, ford stated they couldnt refinance now and only option was to turn in truck on trade. They turned in truck and put me into a much less vehicle and financed XX/XX/XXXXmore than new vehicle was worth. The new XXXXXX/XX/XXXX has a value of XX/XX/XXXXXXXX and the new loan payoff is XX/XX/XXXXXXXX. Called finance manager and he agreed nobody should have done this. XXXX was 165 %. He said he dojo do anything because XXXX XXXX owned the dealership at the time of the new financing. The dealership is now owned by the XXXX XXXX. The XXXX XXXX bought XXXX XXXX in XX/XX/XXXX. The new transaction occurred in XX/XX/XXXX. The new finance manager claimed he wasnt apart of the transaction but heXX/XX/XXXX. He was there with XXXX XXXX because he was the sales person with the truck and now is the finance manager with XXXX. I have spoken with XXXX the finance manager about rectifying this problem no matter what because they have put a person age XXXX former military and XX/XX/XXXX in a terrible place to pay a much higher amount on a vehicle that can not get out of.

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: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
I am submitting this complaint as a follow-up to a prior dispute regarding late payment reporting on my Citi account ending in XXXX. Citi responded stating that the late payments were reported accurately and provided copies of billing statements. However, their response does not include sufficient documentation to support the accuracy of the reported late payments. While Citi provided statements showing due dates and payment posting dates, they did not provide : Documentation showing when the billing statements were actually delivered or made available to me Proof that I received notice of the statements at leastXX/XX/XXXX days prior to the payment due dates Evidence of the timing or method of electronic delivery while I was enrolled in paperless billing Any confirmation that I accessed or was properly notified of the statements in a timely manner Simply providing copies of billing statements does not establish that proper notice was given or that billing cycle requirements were met. As this account was enrolled in paperless billing, the burden remains on the creditor to demonstrate that statements were delivered or made available in a timely manner that allowed for compliance with payment due dates. At this time, the late payment reporting has not been properly substantiated with sufficient documentation. Requested Resolution I am requesting that Citi : Provide documentation demonstrating compliance with billing statement delivery requirements, including the timing and method of delivery Provide evidence that notice was given in sufficient time prior to each due date Correct or remove the reported late payments from all credit reporting agencies if such documentation can not be produced Additional Information This dispute concerns late payments reported for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XXXX response relied on the existence of statements and due dates but did not provide evidence of timely delivery or notification, which is necessary to validate the accuracy of the reporting. XXXX without supporting documentation does not meet the standard required for accurate credit reporting.

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 reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
I do not recognize this account and am disputing it as inaccurate. I have never applied for, opened, or authorized this account, and I have no knowledge of its origin. Its inclusion on my credit report appears to be a clear reporting error. Under the Fair Credit Reporting Act ( FCRA ), Section 611 ( 15 U.S.C. 1681i ), I am entitled to a reasonable and timely investigation of disputed information. Additionally, Section 607 ( 15 U.S.C. 1681e ( b ) ) requires that all reported data be complete and accurate. At this time, this account does not appear to meet these legal standards.

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 — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: OR

Complaint narrative:
Last year my servicing my mortgage payments was transferred to a new company. Same year my longstanding homeowners insurance policy was cancelled and a new company picked it up, with an increase of XXXX XXXX in price. The new mortgage company overpaid the new homeowners insurance policy by over {$500.00}. The new insurance company sent me a check for the {$500.00}. The mortgage company raised my mortgage payment of {$700.00} to {$1000.00} per month. I called to inquire about it, and to see what we could do to bring down the monthly payments. They want me to pay a ) the shortage for this year 's insurance because they didn't collect enough during the past year to cover it ; b ) the full amount for this year 's insurance AND c ) the {$500.00} they overpaid. I offered to send the {$500.00} back and let them recalculate but they said no. They want {$2300.00} paid in full before they will adjust my monthly mortgage payment back down. I think they are just trying to pad the escrow account and get the mortgage payment up to over {$1000.00} per month for their quotas or something. Is any of this legal?

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 — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Credit Control, 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 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 — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: CL Holdings LLC
State: MS

Complaint narrative:
JEFFERSON CAPITAL LL is falsely reporting on my credit. I have never had any accounts with them. Per my research JEFFERSON CAPITAL LL 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 2026-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Rocket Mortgage, LLC
State: AR

Complaint narrative:
I closed on my mortgage loan ( serviced by Mr. Cooper, formerly associated with Rocket Mortgage ) on XX/XX/XXXX. Following the payoff of my loan, I was notified that I am owed a refund consisting of : {$2700.00} from my escrow account {$2100.00} from a loan overpayment The total amount owed to me is {$4800.00}. Mr. Coopers automated phone system continues to confirm these exact amounts and states that refund checks were issued. However, I have not received these funds. Issue Identified It appears the refund checks may have been mailed to my previous property address rather than my current address following the loan payoff and home sale. Attempts to Resolve XX/XX/XXXX : I first attempted to resolve this issue by calling Mr. Cooper after realizing I had not received the refund. However, because my phone number is tied to a closed/paid-off loan, their system routes me exclusively to an automated menu with only three optionsnone of which allow me to speak with a representative or address this issue. XXXX XXXX ( Multiple Attempts via Chat ) : I contacted Mr. Cooper through their online chat support XXXX times over the past four months. Each time : A representative stated they updated my mailing address I was told to expect the checks within XXXX days No checks were ever received Phone Attempts via Alternate Number ( Wifes Phone ) : Since my number could not reach a live representative, my wife called using her phone ( not linked to the loan ). This allowed us to reach a representative. Approximately XXXX weeks ago, a representative again confirmed that my address was updated and that the checks would be reissued I was again told to expect delivery within a reasonable timeframe No checks have been received to date Ongoing Problem Despite repeated confirmations that my address has been updated and checks have been reissued, I have still not received any funds. Additionally : Mr. Coopers phone system effectively blocks me from reaching a live representative due to my loan status Multiple reassurances from customer service have not resulted in any resolution It has now been over four months since my initial attempt to recover these funds Requested Resolution I am requesting that Mr. Cooper Immediately reissue the full refund amount of {$4800.00}, ensure the funds are sent to my correct current mailing address Provide confirmation of payment ( preferably with tracking or electronic delivery if available ), and investigate and correct their customer service access issue preventing paid-off borrowers from reaching a representative. This prolonged delay and inability to access support have caused significant frustration and concern. I am seeking prompt resolution through CFPB intervention.

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: 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: FL

Complaint narrative:
I booked and paid in advance for accommodation at XXXX on XXXX XXXX and XXXX, a XXXX hotel located at XXXX XXXX XXXX XXXX XXXX. Upon arrival, I was not offered any room at XXXX on XXXX XXXX and XXXX. I was instead directed to a different property at a different address. The property I was sent to was XX/XX/XXXX, XXXX XXXX XXXX, a wedding venue. This a different property, with a different name, at different address, a different business category ( wedding venue ), and with its own separate XXXX XXXX listing and rating ( a lower rating ). This was clear and apparent fraud under US and XXXX law. I did receive any services. The charge is therefore invalid.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-24 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am disputing a charged-off balance of {$2800.00} on account ending in XXXX. These charges were unauthorized and the result of fraud. I reported this to the bank, these charges were made in XXXX. I explained my situation to the bank, I live in XXXX, CA, but they denied the claim without providing sufficient evidence that I authorized these transactions. The bank has since closed the account as a charge-off and opened a new account for me, yet they continue to hold me liable for the fraudulent balance. My identity has been compromised many times, including my social and other medical records being stolen and used to do illegal activities.

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: Fees or interest — Charged too much interest
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I have been a Capital One cardholder since XXXX and have consistently paid my statement balance in full every cycle. On XX/XX/XXXX, my payment posted one day after the due date. No late fee was assessed. However, as a consequence of the one-day late payment, I lost grace period under the cardholder agreement and was charged {$87.00} in interest on my XXXX statement. Because grace period requires two consecutive on-time full payments to be restored, I will be charged interest again on the may statement even though I am paying the balance in full, resulting in approximately {$170.00} in total interest charges arising from a single one-day late payment on an account that has otherwise been in good standing ( the {$87.00} already assessed plus a comparable charge expected next cycle before grace period is restored ) I contacted Capital One on XX/XX/XXXX to request reversal of the {$87.00} finance charge and immediate reinstatement of grace period. The request was denied. I called again on XX/XX/XXXX and asked to escalate to a supervisor. The supervisor, XXXX ID XXXX, also denied both requests, citing " company policy '' as the sole reason. When I requested further escalation to the executive office, I was informed that the supervisor could not transfer calls to that department. Reference number for the call : XXXX. No alternative resolution was offered at any point during either call. The financial consequence of approximately {$170.00} in interest charges is disproportionate to a one-day late payment on an account that has been in good standing for 12 years with a consistent history of pay-in-full behavior.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2026-04-24 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc
State: TX

Complaint narrative:
I returned a purchase and the merchant confirmed that the refund was issued to Affirm. However, I have not received my refund for over 2 months. I have contacted Affirm multiple times through chat and email. Each time, I am asked to repeat the same information or receive automated responses without any resolution. I was told that a refund check was issued, but I have not received it and no tracking information has been provided. Meanwhile, Affirm continues to charge me payments while withholding my money, which is completely unacceptable. I am requesting an immediate refund to my original payment method or confirmation with tracking of the issued check.

Company response to consumer: Closed with explanation