vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-01-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Evergreen Moneysource Mortgage Company
State: FL

Complaint narrative:
I experienced a temporary financial hardship that has since been resolved. I am now able to resume making regular monthly mortgage payments at the original contractual amount and am not requesting a payment reduction or loan modification. 

Despite this, the mortgage servicer has repeatedly insisted that lump-sum payments or repayment plans are the only available options to address arrears, even though financial information provided shows those options are not feasible. I have consistently requested a lawful path to resume normal payments, such as deferral of arrears, which appears to be permitted under investor servicing guidelines. 

During an active loss-mitigation review, the servicer continued to issue delinquency and debt collection notices and made statements implying that loss of the home was inevitable. This conduct felt coercive and misleading while the application was under review. 

The servicer also failed to properly stop automatic payments after forbearance was initiated, resulting in an unauthorized withdrawal. Although the servicer was notified immediately, the funds were not returned for an extended period, causing additional financial strain. 

There have been inconsistent and conflicting communications regarding the status and timeline of the loss-mitigation application, including contradictory statements about when the application was considered complete and accepted. Access to the online loss-mitigation portal was also lost during this period, further limiting transparency and the ability to track the process.

Overall, the servicers actions have created confusion, delayed resolution, and interfered with my ability to bring the loan back to a current status despite my willingness and ability to resume regular payments.

I am requesting assistance to ensure accurate servicing, correction of improper delinquency reporting during active review, and identification of a compliant option that allows normal monthly payments to resume without a lump-sum demand.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-28 00:00:00
Product: Debt collection — I do not know
Issue: False statements or representation — Attempted to collect wrong amount
Company: ENCORE CAPITAL GROUP INC.
State: NY

Complaint narrative:
To Whom It May Concern, I am writing in response to your communication regarding the alleged debt referenced above. This letter is a formal request for validation of the debt pursuant to the Fair Debt Collection Practices Act ( 15 U.S.C. 1692g ).

Please provide the following : The amount of the debt, including an itemization of interest, fees, or other charges The name and address of the original creditor Copies of any documentation bearing my signature that show I am legally obligated to pay this debt Proof that you are authorized to collect this debt The date of the alleged default and the date the debt was obtained by your agency Until you provide the requested verification, you must cease all collection activity, including reporting or continuing to report this debt to any credit reporting agency.

This request is not an acknowledgment of liability nor a refusal to pay, but a request for validation as provided by law. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-28 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Incorrect information on your report — Account status incorrect
Company: Porsche Financial Services, Inc.
State: FL

Complaint narrative:
I am writing to request a formal review of a 60-day late payment reported on my Porsche Financial Services account .

The late payment itself is accurate, and I am not disputing that it occurred. This was a one-time issue during an unusual circumstance, and the account has been current and paid as agreed both before and since.

I have contacted Porsche Financial Services directly to request a goodwill adjustment, but my request was declined at the customer service level. I am therefore requesting a higher-level review to consider whether a one-time goodwill exception may be appropriate given my overall payment history and current standing. The phone number, address and email were incorrect on the account even after I updated this on my end multiple times upon my move. This was an error on Porsche Financial Services self service application.

In addition, I have noticed that the outstanding balance and past-due amount shown on my credit report do not match the figures reflected on my account statements. I am requesting clarification and review of this discrepancy as part of this complaint.

I value the relationship and am seeking reconsideration and clarification, not correction of accurate information. 

Thank you XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-28 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: Servicer under contract with Federal Student Aid
State: CO

Complaint narrative:
I submitted a PSLF Buyback request on around XX/XX/year> through StudentAid.gov. My request has now been under review for over 12+ months. Despite multiple calls, I have not received a substantive update, a request for additional documentation, or a timeline for resolution. 

This prolonged delay is preventing completion of my Public Service Loan Forgiveness and is causing material harm. I am requesting a formal status determination, confirmation of whether any documentation is missing, and a clear timeline for resolution.

Company response to consumer: Untimely response
Consumer complaint received 2026-01-28 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: CL Holdings LLC
State: AZ

Complaint narrative:
Jefferson Capital Systems is reporting a XXXX XXXX collection with an incorrect and re-aged timeline. The original XXXX account became delinquent more than XXXX years ago, yet XXXX XXXX is reporting a new date opened of XX/XX/year> and continuing to report monthly collection activity. 

I disputed this account with XXXX  and requested verification of the original date of first delinquency. XXXX XXXX marked the account as verified, but did not provide the original XXXX delinquency date or billing records. 

Reporting a re-aged collection violates the Fair Credit Reporting Act because it causes the account to remain on my credit report longer than legally allowed and results in ongoing credit damage.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-28 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: Westlake Services, LLC
State: GA

Complaint narrative:
I am submitting this complaint regarding Westlake Services , LLC and its conduct in a dispute related to my vehicle financing. 

My contract contains a binding arbitration clause. I exercised my contractual right and initiated arbitration with the XXXX XXXX XXXX XXXX XXXX ), XXXX XXXX. XXXX, in an effort to resolve the dispute as required by the agreement. 

However, the arbitration XXXX closed the case because the company failed to comply with XXXX requirements. Although I acted in good faith to resolve the matter through arbitration, the company did not complete the arbitration process. 

Including a mandatory arbitration clause in a contract but refusing to participate when a consumer invokes it constitutes a breach of contract, and also represents an unfair practice toward the consumer. This conduct contradicts the terms of the agreement and places an unnecessary legal and financial burden on me. 

I request that Westlake Services , LLC be required to explain why it failed to comply with the arbitration process and that steps be taken to prevent companies from using arbitration clauses in a manner that disadvantages consumers.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: FL

Complaint narrative:
The application for an HSBC XXXX XXXX account was submitted on XX/XX/XXXXXXXX  and remains pending as of XX/XX/XXXX, exceeding one month with no decision or clear timeline. 

The process involved four separate rounds of information requests following the initial submission. All questions were answered on the same day they were received, often within hours. Despite this, additional rounds were issued after delays, including a gap of almost ten days before the final request. 

Several questions overlapped across rounds. AML ( Anti Money Laundering ) and KYC ( Know Your Client ) requests were fragmented rather than consolidated. Some information had already been provided in earlier responses. 

Identity verification was completed twice. The initial ID verification occurred at application on XX/XX/XXXX. The same ID verification process was required again on XX/XX/XXXX. 

During the review period, I made multiple calls to HSBC support and the online account team, including raising a formal phone complaint. No substantive updates were provided, or complaint followed up. Internal system issues were cited. Phone complaints were logged. I was repeatedly told a call back would occur within 24 to 48 hours. No call back was received. 

No outbound call was received during the entire process until XX/XX/XXXX, after I stated an intention to file a complaint with the CFPB. A case manager contacted me within one hour. I was informed the application sat with an internal team reachable only by email. No status, decision, or timeline was provided. I was asked to continue waiting. 

I am requesting confirmation of any outstanding requirements or a clear decision on the application. 

Timeline summary.

XX/XX/XXXX Application submitted and ID verification completed. 

XX/XX/XXXX. Round 1 Eight questions regarding XXXX work arrangements, US stay arrangements, and source of funds. 
Responses submitted same day. 

XX/XX/XXXX. Round 2 Two questions regarding estimated business revenue and account purpose. 
Responses submitted same day. 

XX/XX/XXXX. Round 3 Six questions regarding XXXX business activity, revenue, signing authority, source of funds, US address, and US rental income. 
Responses submitted same day. 

XX/XX/XXXXXXXX  ID verification required again and completed. 

XX/XX/XXXX to XX/XX/XXXXXXXX  Multiple calls made. Phone complaint logged. No call back received. 

XX/XX/XXXX. Round 4 Request for confirmation of tax residence rationale. 
XXXX submitted same day. 
HSBC acknowledged receipt. 

XX/XX/XXXX Spoke with case manager. No further information or timeline provided.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: KY

Complaint narrative:
I had a previous complaint associated with this card for a bunch of. XXXX charges with only one associated order.. The company replied to the consumer financial protection bureau that they didnt know what I was talking about. I spoke with the fraud team at Chase last night. It was a woman I spoke to. She said she didnt have any of those charges listed for me as ever having been made to that card. Im not sure about the one that actually did have an associated purchase. I would assume thats on there. The problem is Ive paid for all these things. She said she started an investigation but what about the fact that Im still being held liable for fraud I Chase has my money for things I didnt buy. Typically fraud is reimbursed. That is standard procedure. I need my reimbursement because Im getting nothing but more and more fraudulent charges. Theyre either straight up fraudulent charges or fabricated fraudulent charges to my credit cards, and I have paid for these fraudulent purchases. I need them to refund me. While its good to investigate, they already know they werent purchased, so they should be refunding me. I would also like them to check the XXXX charges in the XXXX XXXX because I have purchases for those on my XXXX credit card and my XXXX. I seriously doubt I made those with XXXX XXXX either. Im attaching a copy of that statement for their review of all these fabricated charges. I need reimbursed as per their fraud policy. Theyre supposed to be zero liability for fraud.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: WV

Complaint narrative:
I am submitting this complaint regarding an improperly assessed deferred interest charge on my CareCredit account issued by Synchrony Bank. 
I had a promotional balance with deferred interest that was paid in full on XX/XX/year>, prior to the promotional expiration date. Despite the balance being paid before expiration, Synchrony later assessed {$420.00} in deferred interest. 
When I contacted CareCredit, I was informed that my payment was applied to a different balance because I did not call to request manual allocation to the promotional balance. As a result, the system treated the promotion as unpaid and triggered deferred interest. 
This is not a standard billing dispute. This is an account servicing and payment application issue. The payment amount was sufficient to satisfy the promotional balance in full before the expiration date, and the interest was assessed solely due to Synchronys internal payment allocation process. 
I did not reasonably discover this error until 2 months later when reviewing account history, at which point I contacted CareCredit promptly via chat and phone call. I have contacted multiple times. Synchrony has refused to correct the error, citing an internal 60-day dispute policy, despite the issue involving misapplication of a timely payment rather than an unauthorized or incorrect transaction.

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 2026-01-28 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: NY

Complaint narrative:
I am submitting a formal complaint against American Express regarding their handling of a dispute involving misrepresented goods totaling approximately {$25000.00} in purchases made through XXXX from the seller XXXX XXXX. 

I bid on XXXX XXXX phones in reliance on the sellers written condition report. XXXX XXXX typically indicates cosmetic wear but complete devices. The shipment I received contained phones missing internal components, rendering them salvage units. Missing internal components were not disclosed anywhere in the condition report. This is not buyers remorse or auction variability ; it is material misrepresentation and goods not as described. 

To support my claim, I provided American Express with : - photographs showing missing internal components - the sellers condition report contradicting the actual items delivered - XXXX XXXX and additional documentation showing the discrepancy Despite this clear evidence, American Express has repeatedly declined my dispute and instructed me to resolve the issue directly with the merchant, even though I have already pursued that channel. The merchant has only offered a {$3900.00} partial refund on a {$37000.00} purchase, which I rejected because it does not address the scope of misrepresentation of grade and condition. 

American Express is treating this as an auction purchase or buyer dissatisfaction case, rather than as goods not as described / material misrepresentation, despite the fact that the phones delivered were fundamentally different from what was represented in the sellers listing and condition report. 

I believe American Express has not fulfilled its obligation to protect consumers from misrepresented purchases under its dispute resolution process. I respectfully request the CFPBs assistance in ensuring this dispute is reviewed appropriately under goods not as described / material misrepresentation, and that proper chargeback protections are applied. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-01-28 00:00:00
Product: Debt collection — Private student loan debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Servicer under contract with Federal Student Aid
State: GA

Complaint narrative:
b'Company / Lender Name: [XXXX] XXXX  and XXXX\nCompany Type: Private student loan servicer / lender\n\nAccount Information:\n\nAccount\tOriginal Balance\tCurrent Balance\tDate Opened\tLast Payment\tMonthly Payment\n1\XXXX reporting / FCRA violations\n\nMultiple accounts reported inaccurately\n\nThe lender/servicer is reporting three private student loan accounts with repeated and systemic inaccuracies:\n\nContradictory account statuses: open, past due, and 0% paid off simultaneously.\n\nInflated balances without itemized interest calculations or payment history ledgers.\n\nExtended ND (No Data) reporting for multiple months/years, showing failure to maintain accurate records.\n\nContinued delinquency reporting well after last payment (XXXX), suggesting re-aging.\n\nFailure to provide verification of promissory notes, payment schedules, or authority to report.\n\nThese issues violate 15 U.S.C. 1681e(b) and 1681s-2(b) and have caused harm to my credit report and potential financial opportunities.\n\nSteps Taken\n\nFiled disputes with credit bureaus\n\nSent a pre-litigation notice\n\nNo adequate resolution received'

Company response to consumer: Untimely response
Consumer complaint received 2026-01-28 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Notification didn't disclose it was an attempt to collect a debt
Company: Experian Information Solutions Inc.
State: IL

Complaint narrative:
There are collection accounts on my report that I believe contain inaccurate information. Under my rights pursuant to 15 USC 1681e ( b ) and 15 USC 1681i, I am entitled to an accurate credit report. I request a review of these entries, and if they can not be verified as accurate, I ask that they be removed.

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 2026-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO

Complaint narrative:
CFPB Complaint Unauthorized Debit Card Transactions ( USAA ) What happened : I am filing a complaint regarding USAA Federal Savings Banks handling of my unauthorized debit card transactions totaling approximately {$2700.00}. I have been a USAA member for over 19 years and have never previously filed a fraud or dispute claim. 
On XX/XX/year>, I discovered a series of unauthorized charges with descriptors such as XXXX XXXX and XXXX XXXX all processed via XXXX. I did not authorize these transactions. I reported the fraud immediately and cancelled my debit card. 
USAA denied my dispute twice using generic emails, stating the transactions were 'not fraudulent ', without providing evidence or documentation. I have been told the department handling the decision can not be contacted, leaving me without a path to resolution. 
Regulation E Issues : Under 12 CFR 1005.11, USAA is required to promptly investigate, provide provisional credit if the investigation exceeds 10 business days, supply documentation relied upon, and provide a written explanation for any denial. None of these requirements have been met. 
Amount in dispute : Approximately {$2700.00}. 
Timeline : XX/XX/year>XXXX  Fraud discovered and reported ; card cancelled. 
XXXX XXXX, XXXX  First denial ( partial ). 
XXXX XXXX, XXXX  Second denial ( remaining charges ). 
Multiple calls since then with no escalation path. 
What I want : Reopen and properly investigate my dispute under Reg E.

Provisional credit for the disputed amount.

All documentation used to deny the claim ( XXXX evidence, case notes, etc. ). 
A direct case owner from Executive Resolutions. 
A written determination consistent with Regulation E. 
I am simply asking USAA to follow the law and treat these as the unauthorized transactions they are

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 monetary relief