vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2026-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: CA

Complaint narrative:
I am disputing a series of unauthorized transactions on my Cash App account paid to XXXX, and I am also disputing Cash App 's handling of the identity verification process used to deny my chargeback requests. Unauthorized transactions ( totaling {$120.00} ) : XX/XX/year> : {$22.00} XX/XX/year> : {$22.00} XX/XX/year> : {$14.00} XX/XX/year> : {$22.00} XX/XX/year> : {$14.00} XX/XX/year> : {$22.00} I do not recognize any of these transactions and did not authorize them. Dispute and verification timeline : On XX/XX/year>, I disputed the transactions through Cash App. In response, Cash App required me to complete an identity verification. I submitted a clear photo of my valid passport and a selfie as instructed. Cash App informed me that I failed the verification but did not provide any specific reason for the failure. On XX/XX/year>, Cash App allowed me to attempt verification a second time. I again submitted my passport and selfie, this time taking extra care to ensure all photos were clear, well-lit, and met every requirement listed in their instructions. Cash App again informed me that I failed verification, again without providing any explanation or specific reason. They then denied my chargeback request based on this second verification failure. Attempts to resolve directly with Cash App : I have contacted Cash App customer support more than a dozen times regarding both ( 1 ) the unauthorized transactions and ( 2 ) the unexplained verification failures. Support representatives have been unable or unwilling to provide any information about why my government issued passport and selfie failed verification, what specific criteria my submissions did not meet, or how I can successfully complete verification. I have not received a substantive response addressing either issue. Concerns : I am concerned that Cash App is using an opaque identity verification process, one that has rejected my valid U.S. passport twice without explanation, as a basis for denying legitimate unauthorized-transaction disputes. Under Regulation E, I am entitled to a reasonable investigation of unauthorized electronic fund transfers, and Cash App 's refusal to explain the verification failures or provide any path to resolution does not appear to meet that standard.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: PLANET HOME LENDING, LLC
State: WA

Complaint narrative:
I am filing a complaint regarding a loan assumption being serviced by Planet Home Lending that has experienced significant delays and a complete lack of communication. The seller initiated contact with Planet Home Lending on XX/XX/year> regarding a loan assumption. I received and completed the required application promptly on XX/XX/year>. Planet Home Lending directed me to their operational partner, XXXX, stating that XXXX would contact me and proceed with processing the application. XXXX explicitly stated in writing that I would be contacted within 2 business days after submitting my application. As of today ( XX/XX/year> ), that timeline has been exceeded ( now approximately 45 business days ) with : * No contact from XXXX * No assigned processor * No status updates * No requests for additional documentation I have sent multiple follow-up and escalation emails requesting a point of contact, status updates, and a processing timeline. These requests have gone unanswered. Planet Home Lending has failed to intervene or ensure that their operational partner is performing, despite directing me to rely on them. I have a contractual closing date of XX/XX/year>. This delay now presents a material risk to completing the transaction and securing housing for my family. This appears to be a failure in mortgage servicing, including failure to properly manage and oversee a third-party vendor involved in a time-sensitive transaction. I am requesting : * Immediate assignment of a responsible processor * Written confirmation of application status * A clear and expedited timeline for completion * An explanation for the delay and lack of communication Planet Home Lending is responsible for ensuring that its partners perform, and I am requesting immediate corrective action to ensure this transaction can be completed on time.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Payday loan
Issue: Charged fees or interest you didn't expect — 
Company: USA Cash Services Management, Inc.
State: CA

Complaint narrative:
On the date of Friday XX/XX/year> I had noticed a transaction labeled BUY OFFICAL CHECK for the amount of {$290.00}. Not recognizing the transaction since I don't use checks, I had called my bank reporting fraudulent activity causing me to have to open a new checking account. Two days later I received an emailed receipt from USA CASH SERVICES with the same amount of {$290.00} listed. I was not notified that this transaction would be taken out of my account prior to the money being taken out of my checking account. I had also set up a ACH revokation with USA CASH SERVICES via email communication several months ago. Their practices are misleading and deceptive and caused me to be inconvenienced due to have to open a new checking account which then caused me to have to change my direct deposit information with my employer among other things.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: DE

Complaint narrative:
In XX/XX/2026, my auto loan account was reported with a past-due balance of {$3900.00}. Since that time, I have made multiple payments to significantly reduce the past-due amount. As of now, my past-due balance has been reduced to {$390.00}, and the remaining total loan balance is approximately {$780.00}. Despite these payments, the account information has not been updated and continues to reflect the outdated past-due balance from XXXX. I have taken action by making consistent payments to bring the account current, but the company has failed to accurately report the updated balance. As of XX/XX/2026, the information being reported is inaccurate and does not reflect my current account status. I am requesting that the company update my account to reflect the correct past-due balance and remaining loan balance. This issue is negatively impacting my credit profile due to inaccurate reporting.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Rocket Mortgage, LLC
State: MD

Complaint narrative:
Rocket Mortgage ( formerlXXXX XXXX XXXX XXXX XXXX XXXX XXXX ) caused severe and avoidable credit damage to both borrowers by instructing us to intentionally miss XXXX monthly mortgage payments as a required step to move those payments to the end of the loan. We were told verbally that this was part of the process and that written confirmation would not be provided. We relied on the servicers instructions in good faith. As directed by the servicer, we did not make payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. In XX/XX/XXXX, the servicer moved these payments to the end of the loan, confirming that this was part of their internal process. Despite following the servicers instructions exactly as directed, the servicer reported all three months as delinquent to the credit bureaus. This caused a XXXX point drop in both borrowers credit scores. These late marks are inaccurate, misleading, and the direct result of servicer induced delinquency, not borrower failure to pay. When we asked for written confirmation of the requirement to miss payments, the representative refused and stated that written documentation is not provided. This refusal prevented us from protecting ourselves and constitutes a deceptive and unfair practice. This conduct violates multiple federal laws, including : RESPA / Regulation X ( misrepresentation of loss mitigation requirements, failure to provide accurate information, failure to provide written confirmation ) FCRA ( reporting inaccurate and misleading information ) UDAAP ( unfair and deceptive acts and practices ) We are requesting the CFPBs assistance to require Rocket Mortgage to : 1. Remove all inaccurate late payment reporting for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 2. Correct all credit bureau reporting to reflect Paid as Agreed / Never Late. 3. Provide a full written explanation of why we were instructed to miss payments and why written confirmation was refused. 4. Provide all internal records, including call logs, account notes, and loss mitigation documentation. 5. Conduct a full internal investigation into the servicers conduct. We acted in good faith based on the servicers instructions. The resulting credit damage is entirely the servicers fault and must be corrected immediately.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
BMO Bank reviewed my account on XX/XX/XXXX, and closed it on XX/XX/XXXX, claiming to have mailed my balance of over {$400.00} in checks to my reserved address. However, I moved halfway through the year and did not receive the checks. As a result, on XX/XX/XXXX, I called BMO Bank to change my address and requested a reissuance of the checks.After the BMO bank customer service updated their information, they stated that the check would be mailed to the new address within XXXX weeks. On the eighth week, I did not receive the check and called BMO bank to inquire about the check mailing time. The customer service said that it had been mailed on XX/XX/XXXX, but my updated address on XX/XX/XXXX, clearly indicates that the bank has no record of mailing a check to my new address, and they transferred the call to the supervisor. The supervisor was unable to provide the mailing time or relevant shipping number. I am now certain that BMO bank has not mailed me a check to my new address.BMO Bank has been delaying the process on the grounds that it takes XXXX weeks to send a check each time, in order to achieve the purpose of embezzling customer funds.

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
Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am submitting this complaint regarding Bank of Americas mortgage servicing conduct following the payoff of my mortgage loan. The bank has failed to provide required disclosures, has removed access to my loan information prematurely, and has provided misleading and inaccurate information during servicing interactions, date of service XX/XX/2026. 1. Failure to Provide Payoff Statement ( Regulation Z 12 CFR 1026.36 ) The mortgage payoff statement was dated XX/XX/2026, and I was told by the servicing representative that it should have been already mailed and he would send it by email. No email was ever received, and no mailed copy has ever been provided. This violates the requirement that a servicer provide an accurate payoff statement within XXXX business days of request and through the method promised. 2. Premature Removal of Mortgage Account Access Immediately after payoff, the mortgage account disappeared from my online banking profile. This occurred before any payoff documentation was delivered, preventing me from verifying the itemization of the payoff amount or accessing historical records. 3. Misrepresentation and Failure to Address the Actual Request When I contacted the mortgage department, the representative was defensive, interruptive, and repeatedly provided irrelevant information about escrow refunds. I did not request information about escrow ; I requested the itemized payoff documentation. Since I did not received any email, it is not clear whether the representative was, in good faith, willing or able to address the actual issue. I was told I could go into a branch to have them contact the mortgage department to obtain the letter and they could print it off. I did go into a branch and the mortgage department was not open. I have already requested documentation which should have already been received by me, so it is not appropriate to advise clients to go to branches for failure of a department to send required documents. 4. Failure to Provide Year-End Tax Form 1098 or Explanation Bank of America previously stated that if less than {$600.00} of interest was paid, no Form 1098 would be issued. Without a payoff statement or 1098, I can not accurately determine the interest paid for tax reporting purposes for the XXXX tax year.

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 2026-04-27 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Kriya Capital, LLC
State: IL

Complaint narrative:
Credence Resource Management is reporting a {$3000.00} collection for XXXX XXXX XXXX on my credit report at an address I never resided at XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. I do not recognize this account. FTC Identity Theft Report Number XXXX filed XX/XX/year>. Requesting immediate cessation of collection activity and deletion from all bureau reports under 15 USC 1681c-2 and 15 USC 1692g .

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2026-04-27 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.

Complaint narrative:
I refer to my CFPB case reference XXXX, which was recently closed by CFPB for Chase without resolution or guidance on next steps. In JP Morgans latest response, there is apparently no new information beyond what was already stated in my original complaint. The bank reiterated that my online access remains active, which I am already aware of. However, my concern is not about account statusI am SEEKING A RESOLUTION on how I can access my account, given that JP Morgan no longer supports international phone-based OTP. This change imposes a significant constraint on overseas customers such as myself, yet no viable alternative has been provided. Additionally, Chase responded that the login screen now reflects that the one-time password would be relayed via a call, but this method has not been successful for you. This statement seems to suggest that international call option is still viable. However, I have not been able to receive any such calls during my login attempts. PLEASE CLARIFY. If indeed, Chase can place overseas calls when the only choice of " OTP via phone call '' is made by the customer, then the issue is for the bank is to look into why I am unable to receive any calls for all my attempted log-ins? Otherwise, now that my identity from CFPB has been authenticated by Chase ( i.e. the fact that Chase is able to respond to my query via email : XXXX ), could we make an arrangement for a call at a specific date/time for my log-in to relay the OTP? Note that I will only be able to configure an alternative OTP delivery method ( e.g. email ) once I regain online access to my accounts. If the above options are not feasible, Chase should provide a CLEAR and ACTIONABLE SOLUTION for login issues faced by overseas customers such as myself. Else it would appear ridiculous a world class bank like JP Morgan Chase is LOCKING OUT and denying overseas customers access to their OWN ACCOUNTS online.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 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: CA

Complaint narrative:
Appeal of Fraud Dispute Decision Dear Sir or Madam, On or about XX/XX/XXXX, my credit card was used by a merchant called XXXX without my authorization while both the card and my wallet were not in my possession. At the time, they were inside my backpack, and I was traveling through an airport overseas. I attempted to contact the merchant associated with the transaction ; however, there is no available contact information. I also contacted Chase Bank to dispute the charge. They requested proof from the airport confirming that my backpack was not in my possession, which is not feasible, as it would require international travel to obtain such documentation. Additionally, I asked Chase Bank to provide any information they had regarding the merchant. They informed me that they attempted to contact the merchant as well, but no contact information is available. I am writing to formally appeal Chase Banks decision to deny my fraud dispute. I did not conduct any business with this merchant and did not authorize this transaction. Thank you for your time and consideration. I look forward to your response. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I am filing a complaint against Capital One regarding the prolonged restriction and pending closure of my bank account following a XXXX claim that has already been resolved. On XX/XX/year>, I was notified that my accounts would be closed due to activity deemed inconsistent with typical usage after a {$150.00} XXXX dispute, which was reversed. Despite this, my accounts have remained restricted for over three months with approximately {$19000.00} of my funds still being held. I have contacted Capital One multiple times and have been repeatedly told there is no timeframe for resolution and to wait for further communication. This delay is causing significant financial hardship, and I have not been provided with a clear explanation or access to my funds. I am requesting that Capital One either immediately release my funds or provide a definitive timeline and justification for the continued hold.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 00:00:00
Product: Debt collection — I do not know
Issue: False statements or representation — Attempted to collect wrong amount
Company: ProCollect, Inc.
State: MS

Complaint narrative:
Dear Credit Bureau, I am continually being called on the telephone by your firm over an alleged debt. I'm sure you are aware of the provisions in the Fair Debt Collection Practices Act ( FDCPA ), and I am requesting validation of this debt. I am requesting proof that I am indeed the party you are asking to pay this debt, and there is some contractual obligation which is binding on me to pay this debt. I request that you cease contacting me via telephone and all future correspondence by writing. To refresh your memory on what constitutes legal debt validation, I am providing you a list of the required documentation : Complete payment history, the requirement of which has been established via XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Agreement that bears the signature of the alleged debtor wherein he/she agreed to pay the original creditor. Letter of sale or assignment from the original creditor to your company. ( Agreement with your client that grants you the authority to collect on this alleged debt. XXXX XXXX XXXX XXXX Services, XXXX, XXXX XXXX XXXX ( D.Conn., XXXX XXXX, XXXX ) - Information relating to the purchase of a bad debt is not proprietary or burdensome. Debtor must phrase their request clearly to obtain : The source of a debt and the amount a bad debt buyer paid for plaintiff 's debt, how amount sought was calculated, where in issue a list of reports to credit bureaus, and documents conferring authority on defendant to collect debt.Intimate knowledge of the creation of the debt by you, the collection agency. As I am sure you are aware, under FDCPA Section 809 ( b ), you are not allowed to pursue collection activity until the debt is validated. You should be made aware that in XXXX XXXX, Plaintiff, vs. XXXX XXXX, No. XXXX XXXX UNITED STATES DISTRICT COURT FOR THE DISTRICT OF XXXX, XXXX, the courts ruled that reporting a collection account indeed is considered collection activity. While I prefer not to litigate, I will use the courts as needed to enforce my rights under the FDCPA. I look forward to a speedy resolution of this matter.

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 2026-04-27 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: MS

Complaint narrative:
I am filing a complaint against Cash App ( Block , Inc. ) due to inadequate customer service, failure to protect my account, and unfair and deceptive practices, which violate the Consumer Financial Protection Act ( CFPA ). Specifically, Cash App failed to implement timely and effective measures to detect, prevent, and resolve fraudulent activity on their platform. As a result, my account was left vulnerable, and unauthorized transactions occurred, causing me financial harm. Despite promptly reporting the issue, Cash App did not conduct a thorough or reasonable investigation. Their response was delayed, insufficient, and lacked transparency. I was not provided with clear explanations, documentation, or evidence supporting their decision, and my dispute was either denied or mishandled without proper justification. Furthermore, Cash App failed to comply with the error resolution requirements under the Electronic Fund Transfer Act ( EFTA ) and Regulation E. They did not provisionally credit my account within the required timeframe, nor did they properly communicate the status of my claim. Their dispute resolution process appears to be unfair, misleading, and not in compliance with federal consumer protection laws.

Company response to consumer: Closed with explanation
Consumer complaint received 2026-04-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN

Complaint narrative:
I've applied for a capitol one XXXX credit card a couple of months ago and seeing my credit report today I haven't seen I have any open lines of credit ; I also have not received the credit card at all. further look into this would be grateful card might be stolen, if not I'd like my {$200.00} deposit back.

Company response to consumer: Closed with explanation