vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: IL

Complaint narrative:
I am filing this complaint because I have been unable to log in to my TransUnion account for over XXXX weeks. Every time I attempt to access my credit report, I receive an error and can not view or manage disputes. I have critical accounts that I need to investigate and potentially dispute specifically, negative accounts from XXXX and XXXX that I believe are inaccurate and/or unverifiable. 

I have made multiple attempts to resolve this issue directly with TransUnion, including trying to reset my login, verifying my identity, and contacting their support. Unfortunately, I have not been able to gain access, which has prevented me from exercising my rights under the Fair Credit Reporting Act ( FCRA ) to dispute inaccurate or outdated information. 

This issue is time-sensitive, as I am preparing to apply for housing and need to ensure my credit report is accurate and up to date. I am filing this complaint because I have been unable to log in to my TransUnion account for over two weeks. Every time I attempt to access my credit report, I receive an error and can not view or manage disputes. I have critical accounts that I need to investigate and potentially dispute specifically, negative accounts from XXXX and XXXX that I believe are inaccurate and/or unverifiable. 

I have made multiple attempts to resolve this issue directly with TransUnion, including trying to reset my login, verifying my identity, and contacting their support. Unfortunately, I have not been able to gain access, which has prevented me from exercising my rights under the Fair Credit Reporting Act ( FCRA ) to dispute inaccurate or outdated information. 

This issue is time-sensitive, as I am preparing to apply for housing and need to ensure my credit report is accurate and up to date.

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 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
XXXX XXXX repossessed my car and still wants to collect the original sale price for the car that was repossessed without account for the proceeds of the sale of the car.

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 non-monetary relief
Consumer complaint received 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
XXXX XXXX repossessed my car and still wants to collect the original sale price for the car that was repossessed without account for the proceeds of the sale of the car.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 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: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: LA

Complaint narrative:
I am a victim of XXXX. The information listed below, which appears on my credit report, is the result of that XXXX. 

Account Name : XXXX  XXXX # XXXX - Date Opened XX/XX/XXXX Account Name : XXXX  XXXX # XXXX - Date Opened XX/XX/XXXX Account Name : XXXX # XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX # XXXX - Date Opened XX/XX/XXXX UNAUTHORIZED INQUIRIES : XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX  XXXX XX/XX/XXXX XXXX  XXXX XX/XX/XXXX XXXX  XXXX XX/XX/XXXX XXXX  XX/XX/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 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: EQUIFAX, INC.
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, Georgia [ XXXX ] XXXX Date : XX/XX/year> Experian XXXX XXXX XXXX XXXX, TX XXXX XXXX : Cease and Desist Immediate Removal of Inaccurate Accounts and Inquiries/ Notice of Intent to Sue To Whom It May Concern : This letter serves as a formal cease and desist demand and Notice of Intent to Sue concerning multiple unauthorized inquiries and/or inaccurate accounts that are being reported on my credit profile by Experian. 
You are hereby notified that under federal law, including but not limited to the following statutes, Experian is in violation of several consumer protection laws : 15 U.S.C. 1681e ( b ) Failure to follow reasonable procedures to ensure maximum possible accuracy.

15 U.S.C. 1681i ( a ) Failure to properly reinvestigate disputed information.

15 U.S.C. 1681b Reporting and sharing credit information without a permissible purpose.

15 U.S.C. 1692g Failure to validate debts in accordance with the Fair Debt Collection Practices Act.

15 U.S.C. 1635 Right of rescission and disclosure obligations under the Truth in Lending Act ( TILA ).

15 U.S.C. 1637 ( a ) ( 2 ) Failure to provide complete disclosures on the conditions under which credit is extended.

15 U.S.C. 1637 ( a ) ( 9 ) ( A ) Failure to disclose the method used to compute any finance charges.

Given these clear violations, I am demanding that Experian : Immediately cease and desist from reporting unverifiable, inaccurate, outdated, or unauthorized information on my credit report ; Delete all unauthorized and unverifiable hard inquiries and accounts from my file ; Provide full written documentation detailing : What documents or information were used in any reinvestigation, How each reinvestigation was conducted, Who was contacted ( including names, roles, and contact details of furnishers or creditors ).

If Experian does not comply within 15 calendar days of receipt of this letter, I will proceed with formal legal action. Under 15 U.S.C. 1681n and 1681o, you are liable for : {$1000.00} per violation ( statutory damages ), Actual damages, Punitive damages, Attorney fees and court costs.

Additionally, this letter shall serve as pre-litigation notice in accordance with my right to seek full legal remedies. Failure to comply will also result in complaints being filed with the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), and my states Attorney Generals Office. 
This is your final opportunity to resolve these issues without court intervention. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, Georgia [ XXXX ] XXXX Date : XX/XX/year> Experian XXXX XXXX XXXX XXXX, TX XXXX XXXX : Cease and Desist Immediate Removal of Inaccurate Accounts and Inquiries/ Notice of Intent to Sue To Whom It May Concern : This letter serves as a formal cease and desist demand and Notice of Intent to Sue concerning multiple unauthorized inquiries and/or inaccurate accounts that are being reported on my credit profile by Experian. 
You are hereby notified that under federal law, including but not limited to the following statutes, Experian is in violation of several consumer protection laws : 15 U.S.C. 1681e ( b ) Failure to follow reasonable procedures to ensure maximum possible accuracy.

15 U.S.C. 1681i ( a ) Failure to properly reinvestigate disputed information.

15 U.S.C. 1681b Reporting and sharing credit information without a permissible purpose.

15 U.S.C. 1692g Failure to validate debts in accordance with the Fair Debt Collection Practices Act.

15 U.S.C. 1635 Right of rescission and disclosure obligations under the Truth in Lending Act ( TILA ).

15 U.S.C. 1637 ( a ) ( 2 ) Failure to provide complete disclosures on the conditions under which credit is extended.

15 U.S.C. 1637 ( a ) ( 9 ) ( A ) Failure to disclose the method used to compute any finance charges.

Given these clear violations, I am demanding that Experian : Immediately cease and desist from reporting unverifiable, inaccurate, outdated, or unauthorized information on my credit report ; Delete all unauthorized and unverifiable hard inquiries and accounts from my file ; Provide full written documentation detailing : What documents or information were used in any reinvestigation, How each reinvestigation was conducted, Who was contacted ( including names, roles, and contact details of furnishers or creditors ).

If Experian does not comply within 15 calendar days of receipt of this letter, I will proceed with formal legal action. Under 15 U.S.C. 1681n and 1681o, you are liable for : {$1000.00} per violation ( statutory damages ), Actual damages, Punitive damages, Attorney fees and court costs.

Additionally, this letter shall serve as pre-litigation notice in accordance with my right to seek full legal remedies. Failure to comply will also result in complaints being filed with the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), and my states Attorney Generals Office. 
This is your final opportunity to resolve these issues without court intervention. 

Sincerely, XXXX 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 2025-04-13 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: EQUIFAX, INC.
State: TX

Complaint narrative:
I HAVE BEEN AFFECTED OF XXXX  AND EQUIFAX DATA BREACH. PER 15 USC 1681 C-2 STATES EXCEPT AS OTHERWISE PROVIDED IN THIS SECTION A CONSUMER REPORTING AGENCY SHALL BLOCK THE REPORTING OF ANY INFORMATION IN THE FILE OF A CONSUMER THAT THE CONSUMER IDENTIFIES AS INFORMATION THAT RESULTED FROM AN ALLEGED IDENTITY THEFT AND TRAFFICKING. 

Account Name : XXXX XXXX # XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX XXXX XXXX - Date Opened XX/XX/XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 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: EQUIFAX, INC.
State: TX

Complaint narrative:
I HAVE BEEN AFFECTED OF TRAFFICKING AND EQUIFAX DATA BREACH. PER 15 USC 1681 C-2 STATES EXCEPT AS OTHERWISE PROVIDED IN THIS SECTION A CONSUMER REPORTING AGENCY SHALL BLOCK THE REPORTING OF ANY INFORMATION IN THE FILE OF A CONSUMER THAT THE CONSUMER IDENTIFIES AS INFORMATION THAT RESULTED FROM AN ALLEGED IDENTITY THEFT AND XXXX. 


Account Name : XXXX XXXX XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX XXXX XXXXXXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX XXXXXXXX - Date Opened XX/XX/XXXX UNAUTHORIZED INQUIRIES : XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I lodged a complaint with these Bureaus a month ago, but unfortunately, the inaccurate information on my report still remains. I haven't received any communication from the Bureaus, except for the notification that you sent stating that the company has responded to my complaint. How can I be certain that they have thoroughly checked the inaccuracies on my report? What methods did they employ to validate the accounts? This whole situation is incredibly frustrating! It's been more than 30 days since I filed a complaint with these Bureaus, and yet the disputed accounts have not been updated. If this continues, I will have no choice but to take legal action due to the immense stress this has caused me. Moreover, I am also concerned about the security of my personal data, as it was affected by the XXXX, Experian, and XXXX data breach.

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 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
I have sent multiple communications to XXXX and Transunion advising of my XXXX XXXX XXXX and active stay order as of XX/XX/year>. However XXXX continue to disregard the notices/request sent by me and the Bankrutcy court. I have filed multiple disputes with TransUnion as well that keep denying my request to update the account. 

I have requested for the payment status to be restaged back to current as of XX/XX/year> and to consider the debt uncollected and closed. However the account remains open and reporting delinquent.

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 non-monetary relief
Consumer complaint received 2025-04-13 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am writing to formally dispute inaccurate information on my credit report. This dispute is submitted under the Fair Credit Reporting Act ( FCRA ), XXXX XXXX. XXXX, which requires credit reporting agencies to conduct a reasonable reinvestigation of disputed items. 

United States XXXX recent posts featured this place XXXX XXXX XXXX XXXXXXXX To Whom It May Concern, Recent findings by the Consumer Financial Protection Bureau XXXX CFPB XXXX have brought to light significant concerns regarding XXXX 's failure to conduct, Recent findings by the Consumer Financial Protection Bureau XXXX CFPB XXXX have brought to light significant concerns regarding XXXX 's failure to conduct proper investigations. Specifically, in a lawsuit filed against XXXX, the CFPB alleges that the company engaged in sham investigations, violating consumer protection laws by failing to meet its obligations under the FCRA. 
As per XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX is required to conduct a thorough and reasonable reinvestigation of disputed items within 30 days. Furthermore, under XXXX XXXX. XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, any information found to be inaccurate, incomplete, or unverifiable must be promptly deleted or corrected. Failure to adhere to these requirements constitutes a violation of federal law. 
I hereby request that XXXX : 1. Conduct a thorough reinvestigation of the following disputed accounts or items you are disputingl. 
2. Provide me with all documentation used to verify the accuracy of the disputed information. 
3. Correct or delete any information that can not be verified or is inaccurate, as mandated by law. Given the recent CFPB findings, I expect XXXX to handle this dispute with the utmost seriousness and compliance with legal standards. A copy of my identification and any relevant supporting documents are enclosed to facilitate your investigation. 
If XXXX fails to comply with its obligations under the FCRA, I will not hesitate to escalate this matter to the CFPB and pursue any necessary legal action to protect my rights. 
Please respond to this dispute in writing within the legally mandated timeframe. I expect changes made to my credit file. 

XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: GA

Complaint narrative:
ALL REPORTED DATA MUST BE COMPLETE, CORRECT, AND PROVEN IF CHALLENGED. I DO NOT GRANT YOUR AUTHORITY TO REPORT VERSUS ME WITHOUT ADEQUATE COMPLIANCE OF STATE AND FEDERAL LAWS BEING APPLICABLE THROUGHOUT. AS SUCH I DEMAND DELETION IMMEDIATELY OF YOUR DECLARED CLAIMS AGAINST ME. PER COMMON LAW, YOU ARE DEMANDED TO DEMONSTRATE THAT YOU CAN AND HAVE WILLINGNESS TO ABSOLUTELY VERIFY AND VALIDATE ( OR JUST SAY ''CERTIFICATE '' ) EVERY AND ONE EVEN EACH ANY AND OR ALL ALLEGATIONS YET PHYSICALLY DEFICIENT OR ALL ALLEGATIONS YET PHYSICALLY DEFICIENT OR UNPROVEN MINE, CHALLENGEDORNOT.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: CAPITAL ONE FINANCIAL CORPORATION
State: HI

Complaint narrative:
Capital One is reporting on my XXXX Credit report that an account is " Account charged off. Amount {$9600.00} past due. Account closed XXXX XXXX XXXX '' The status is also reported as " Unknown ''. This is inaccurate because according to the IRS Cancelled debt ( charge off and write offs ), one must report any taxable amount of a canceled debt as ordinary income. Since this is income that I need to report to the IRS on my income tax, this shouldn't be reported on my credit report as a collectible debt since Capital One already took a tax write off for this. Therefore, it's an inaccurate reporting as " charged off and written off '' and it should be removed from my XXXX credit report.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 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: EQUIFAX, INC.
State: DC

Complaint narrative:
I HAVE BEEN AFFECTED OF XXXX  AND EQUIFAX DATA BREACH. PER 15 USC 1681 C-2 STATES EXCEPT AS OTHERWISE PROVIDED IN THIS SECTION A CONSUMER REPORTING AGENCY SHALL BLOCK THE REPORTING OF ANY INFORMATION IN THE FILE OF A CONSUMER THAT THE CONSUMER IDENTIFIES AS INFORMATION THAT RESULTED FROM AN ALLEGED IDENTITY THEFT AND XXXX. 

Account Name : XXXX XXXX XXXX XXXX XXXXXXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX  XXXX XXXX - Date Opened XX/XX/XXXX UNAUTHORIZED INQUIRIES : XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 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: EQUIFAX, INC.
State: TX

Complaint narrative:
I HAVE BEEN AFFECTED OF TRAFFICKING AND EQUIFAX DATA BREACH. PER 15 USC 1681 C-2 STATES EXCEPT AS OTHERWISE PROVIDED IN THIS SECTION A CONSUMER REPORTING AGENCY SHALL BLOCK THE REPORTING OF ANY INFORMATION IN THE FILE OF A CONSUMER THAT THE CONSUMER IDENTIFIES AS INFORMATION THAT RESULTED FROM AN ALLEGED IDENTITY THEFT AND TRAFFICKING. 

Account Name : XXXX XXXX XXXX XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX XXXX XXXX XXXX - Date XXXX XX/XX/XXXX Account Name : XXXX XXXX XXXX XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX  XXXX XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX XXXX XXXXXXXX - Date Opened XX/XX/XXXX UNAUTHORIZED INQUIRIES : XXXX XX/XX/XXXX Equifax XXXX XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax XXXX XXXX XXXX XX/XX/XXXX Equifax XXXX XXXX XX/XX/XXXX Equifax AMPS XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax XXXX XXXX XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax XXXX XXXX XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax XXXX XX/XX/XXXX Equifax XXXX XXXX XXXX XX/XX/XXXX Equifax

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 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: EQUIFAX, INC.
State: TX

Complaint narrative:
I HAVE BEEN AFFECTED OF XXXX  AND EQUIFAX DATA BREACH. PER 15 USC 1681 C-2 STATES EXCEPT AS OTHERWISE PROVIDED IN THIS SECTION A CONSUMER REPORTING AGENCY SHALL BLOCK THE REPORTING OF ANY INFORMATION IN THE FILE OF A CONSUMER THAT THE CONSUMER IDENTIFIES AS INFORMATION THAT RESULTED FROM AN ALLEGED IDENTITY THEFT AND XXXX. 

Account Name : XXXX XXXX XXXXXXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX XXXXXXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXXXXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX - Date Opened XX/XX/XXXX Account Name : XXXX XXXX - Date Opened XX/XX/XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2025-04-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC

Complaint narrative:
ALL REPORTED DATA MUST BE COMPLETE, CORRECT, AND PROVEN IF CHALLENGED. I DO NOT GRANT YOUR AUTHORITY TO REPORT VERSUS ME WITHOUT ADEQUATE COMPLIANCE OF STATE AND FEDERAL LAWS BEING APPLICABLE THROUGHOUT. AS SUCH I DEMAND DELETION IMMEDIATELY OF YOUR DECLARED CLAIMS AGAINST ME. PER COMMON LAW, YOU ARE DEMANDED TO DEMONSTRATE THAT YOU CAN AND HAVE WILLINGNESS TO ABSOLUTELY VERIFY AND VALIDATE ( OR JUST SAY ''CERTIFICATE '' ) EVERY AND ONE EVEN EACH ANY AND OR ALL ALLEGATIONS YET PHYSICALLY DEFICIENT OR ALL ALLEGATIONS YET PHYSICALLY DEFICIENT OR UNPROVEN MINE, CHALLENGEDORNOT.

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 non-monetary relief
Consumer complaint received 2025-04-13 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: MA

Complaint narrative:
I am writing to formally dispute the student loan account associated with my name. I want to make it unequivocally clear that this loan does not belong to me, and I have no obligation to repay it. 

It is unacceptable that my name is linked to an account that I did not take out. I demand an immediate investigation into this matter and the removal of any negative marks on my credit report related to this erroneous account. 

Please provide confirmation that this issue is being addressed promptly. I expect a swift resolution and will not hesitate to escalate this matter if necessary. 

Sincerely, 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