vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2025-11-25 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: AZ

Complaint narrative:
Dear Sir/Madam, I am writing to formally dispute the following items on my Equifax credit report, as they contain inaccurate or incomplete information. These discrepancies have negatively affected my credit score and do not reflect my true credit history. 

Charged Off Accounts : XXXX XXXX Account Number : XXXX Date Opened : XX/XX/year> Balance : {$0.00} Dispute Reason : The reporting of this account as charged off is inaccurate. I request that this account be fully verified and corrected if there is any discrepancy with the reported status.

Company response to consumer: Closed with explanation
Consumer complaint received 2025-11-25 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: Experian Information Solutions Inc.
State: FL

Complaint narrative:
Dear Sir/Madam, I am writing to dispute the inaccuracies I found in my credit report from Experian. Below is a list of the accounts in question, along with the discrepancies I have noted. As per the Fair Credit Reporting Act ( FCRA ), I request that you investigate these issues and correct the errors. 
Disputed Accounts : XXXX. Account Name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXccount Type : Installment Status : Positive No issues noted. 
XXXX. Account Name : XXXX XXXX XXXX Account Number : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  Original Creditor : XXXX  XXXX XXXX  Account XXXX : XXXX XXXX : Negative Discrepancy : o This account is reported as " in dispute, '' but there has been no resolution of the dispute reported. 
o Please correct the account status, resolve the dispute flag, and update the payment history. 
XXXX. Account Name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX : XXXX XXXX : Negative Discrepancy : o The status dispute resolved - consumer disagrees is misleading and unclear.

o Please provide clarification and update the dispute status.

FCRA Violations : Section 1681i : Please ensure the account statuses are accurate and in full compliance with the FCRA.

Section 1681c : Please confirm whether any of these accounts exceed the maximum reporting time for negative items.

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 2025-11-25 00:00:00
Product: Credit card — Store credit 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: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
I received a call from XXXX  saying they are collecting a debt from QVC and its not mine. They have my name and email address but my physical address is wrong. I never made the {$3000.00} in purchases they are accusing me off and wont investigate for fraud. I want the debt erased and off my credit report.

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 2025-11-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
To Whom It May Concern : Thank you for your attention on this matter! We are writing to demand immediate corrective action regarding a serious and wholly unacceptable error involving the payoff of our prior mortgage loan with XXXX XXXX XXXX XXXX ( XXXX ) and the subsequent, improper assertion by Mr. Cooper that we owe a balance on a loan that was fully satisfied through a valid payoff. 

Background and Timeline of Events We purchased our home in XXXX, Pennsylvania on XX/XX/year>, with financing through XXXX. Our first mortgage payment was not due until XX/XX/year>. 
In XXXX, we initiated a refinancing process with XXXX XXXX XXXX XXXX XXXX XXXX  ). XXXX  obtained a XXXX payoff quote dated XX/XX/year>, valid through XX/XX/year>. This payoff letter is attached. The payoff amount quoted was and is {$470000.00}. 
On XX/XX/year>, we completed settlement for the refinance. The title company issued a payoff check to XXXX, with overage, in the amount of quoted amount of {$470000.00}, fully satisfying the XXXX loan under the terms provided. 
On the same date, we received a Notice of Servicing Transfer, showing that the refinanced loan was transferred to XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX  We have been in good standing with XXXX and have made all required payments. 
On XX/XX/year>, we unexpectedly received a Welcome Letter from Mr. Cooper, claiming to be our loan servicer. This was immediately suspect, as the underlying XXXX loan had been paid off and replaced through refinance. 
Upon contacting the title company XXXX XXXX XXXX XXXX XXXX, we were informed that the payoff check issued to XXXX XXXX  XXXX forwarded to Mr. Cooper and XXXX rejected, despite being fully valid, timely, and issued in accordance with XXXX own payoff quote. 
On XX/XX/year>, I received an email forwarded from XXXX XXXX where XXXX XXXX reached out to XXXX to query why the payoff was rejected as it accurately satisfied the terms of the payoff quote. This email is attached here. 
XXXX XXXX At this time, Mr. Cooper has no legal basis to assert any outstanding obligation against us. 

The payoff was properly issued in accordance with WSFSs terms, and any dispute between WSFS and Mr. Cooper regarding internal processing, transfer mechanics, fees, or routing is a bank-to-bank issue, not a customer liability. 

We will not, under any circumstance, pay XXXX mortgages because of an internal servicing or processing error. 


Sincerely, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX, PA XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2025-11-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BARCLAYS BANK DELAWARE
State: PA

Complaint narrative:
I opened a Barclays AA Advantage Aviator Red Master Card in late XXXX. When I received my card, the marketing material recommended I set up the app feature on my phone and automatic payment. I set up the app. I received my first bill which was due on XX/XX/XXXX for {$3900.00}. I scheduled the payment. At no time was I told that a payment was already scheduled. On XX/XX/XXXX, Barclay 's debited my account twice for {$3900.00}. When I called them to request a reversal of the duplicate payment they said I had set up a separate payment when auto payment was on the account and also said it can be confusing. I asked for a reversal of the payment and clarified that the account was set up for auto payment. The service agent said it would take XXXX days for a reversal. I asked if it could be expedited as this was a significant amount of money for anyone. He said there was nothing he could do. I asked to speak to a supervisor. The supervisor called me the next day. His name was XXXX and he then told me it can take up to 30 days for me to get a reversal and the {$3900.00} back in my checking account. A case was filed # XXXX he said. It is now XX/XX/XXXX and I still don't have money back. I think there has been unclear, unfair, and potentially deceptive practices in how new accounts are set up, billing practices, lack of notification of duplicate payments, and delays in what should be a simple reversal of a duplicate payment. 

While I know I can simply use the card for the credit balance of {$3900.00} to bring the account to XXXX and close it out based on this experience, I do believe the CFPB should be aware of this incident and the lack of care for the consumer by Barclays. Thank you for your attention to this matter and anything you can do to expedite the return of my {$3900.00}. At this time I have held off using this card as I don't want it anymore and I am hopeful I will receive my funds from the duplicate payment back from Barclays without further delay.

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 2025-11-25 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NJ

Complaint narrative:
I am writing to inform TransUnion that I have recently moved, and as a result, my address has changed. The addresses XXXX XXXXXXXX XXXX XXXX XXXXXXXX, NJ XXXX and XXXX XXXX XXXX XXXX, NJ XXXX is incorrectly listed on my credit report. The correct address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX, and this is the address that should be reflected in your system. Under the Fair Credit Reporting Act ( FCRA ), specifically 15 U.S.C. 1681e ( b ), I am entitled to have accurate and complete information reported. I kindly request that you update my address in your records to ensure that my credit report reflects only accurate and up-to-date information, in compliance with 15 U.S.C. 1681i ( a ). I appreciate your prompt attention to this matter and request confirmation once the update has been made as required by 15 U.S.C. 1681c-2 for the accurate reporting of personal information.

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 2025-11-25 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: TX

Complaint narrative:
I AM FORMALLY REQUESTING THE IMMEDIATE REMOVAL OF THE FRAUDULENT ACCOUNTS CURRENTLY LISTED ON MY CREDIT REPORT. I DID NOT AUTHORIZE THESE ACCOUNTS, AND THEIR INCLUSION IS A SERIOUS BREACH OF MY PERSONAL AND FINANCIAL SECURITY. THESE ENTRIES ARE FALSE AND INACCURATE, YET DESPITE MONTHS OF DISPUTING THEM AND PROVIDING SUPPORTING DOCUMENTS, INCLUDING AN FTC REPORT, THEY STILL HAVE NOT BEEN REMOVED. THEIR CONTINUED PRESENCE RAISES SERIOUS CONCERNS AS TO WHY THEY REMAIN ON MY REPORT, ESPECIALLY GIVEN THE REQUIREMENTS OF THE FAIR CREDIT REPORTING ACT ( FCRA ) TO MAINTAIN ACCURACY AND COMPLETENESS. I URGE YOU TO TAKE IMMEDIATE CORRECTIVE ACTION BY PERMANENTLY DELETING THESE ACCOUNTS FROM MY REPORT WITHOUT FURTHER DELAY. 
HAVING THIS LATE PAYMENT REPORTED ON MY ACCOUNT IS COMPLETELY UNACCEPTABLE GIVEN MY CONSISTENT HISTORY OF TIMELY PAYMENTS. THIS NEGATIVE ENTRY IS BOTH MISLEADING AND UNWARRANTED. I REQUEST THAT YOU IMMEDIATELY REMOVE THIS INACCURATE LATE PAYMENT AND UPDATE MY ACCOUNT TO ACCURATELY REFLECT MY POSITIVE PAYMENT BEHAVIOR.

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 2025-11-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Central Research Inc
State: IL

Complaint narrative:
Secured party transactions 15 usc 1605 says finance charge is sum of all charges so would that exclude a down payment would I still have to make a down payment does it excludes if the charge cant be compared with cash transactions is the finance charge Well I was reading And can u explain this Would that Wan na make sure we on the same page Another dept maybe finance 15 usc 1516 It further states Except as otherwise provided in this section, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. The finance charge does not include charges of a type payable in a comparable cash transaction. The finance charge shall not include fees and amounts imposed by third party closing agents ( including settlement agents, attorneys, and escrow and title companies ) if the creditor does not require the imposition of the charges or the services provided and does not retain the charges. Examples of charges which are included in the finance charge include any of the following types of charges which are applicable XXXX finance Iam the the agent to the principal Iam the original creditor 15usc 1602 says natural person organization Id u dont perform its litigation and dishonor Title 15 USC 1601 misuse of credit 1602 ( g ) ( j ) ( k ) ( I ) ( p ) credit 1604 ( c ) disclosure guidelines 15usc 1605 ( a ) 1611 -criminally liable 15 usc 1640- any damage {$1000.00} for each violation Find agreement, tila, disclosure, apr, finance charge, amount financed right if rescission XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2025-11-25 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: Experian Information Solutions Inc.
State: MS

Complaint narrative:
I am disputing the following items as inaccurate, unverifiable, or incomplete on my Experian credit report. 

XXXX Accounts in Dispute : XXXX ( Account XXXX. XXXX through XXXX ) various dates XXXX XXXX XXXX ( Account No. XXXX, reported XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX ( Account XXXX. XXXX, reported XX/XX/XXXX ) I am requesting full validation of these accounts, including proof of ownership and accurate reporting of balances and dates. If Experian can not verify within the required timeframe, these accounts must be deleted per FCRA XXXX. 

Unauthorized / Questionable Inquiries XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX XXXX ( XX/XX/XXXX ) I do not recall authorizing all of these credit pulls. Please confirm that each inquiry was made with my written permission or a permissible purpose under FCRA XXXX. Remove any that can not be verified. 

XXXX XXXX XXXX : XXXX ( Account XXXX. XXXX ) I dispute the accuracy of the late payment reported. Please verify the exact dates and provide proof of delinquency.

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 2025-11-25 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: WI

Complaint narrative:
Dear Sir/Madam, I am submitting this dispute regarding inaccurate information present on my TransUnion credit report. The following accounts are reported incorrectly, and I request an immediate review of the following items to ensure accuracy : Charged-Off Accounts : XXXX ( Account Number : XXXX, Date Opened : XX/XX/XXXX, Balance : {$0.00} ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 non-monetary relief
Consumer complaint received 2025-11-25 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: CA

Complaint narrative:
This letter is a formal notice of dispute under the Fair Credit Reporting Act ( FCRA ) regarding inaccurately reported late payment dates on the above-referenced account appearing in my credit file. 
The reported derogatory payment data is factually and legally incorrect and constitutes a violation of my rights under multiple federal statutes. 
Creditor Name : [ XXXX ] Account Number : [ XXXX ] Creditor Name : [ XXXX XXXX XXXX ] Account Number : [ XXXX ]

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2025-11-25 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: Experian Information Solutions Inc.
State: NC

Complaint narrative:
You have reported inaccurate and unauthorized accounts on my credit report, which is a violation of the Fair Credit Reporting Act ( 15 U.S. Code 1681i ) requiring a proper reinvestigation of disputed items, and 1681e ( b ), which mandates maximum possible accuracy. These false entries are damaging and unjust, especially since Ive never opened or authorized these accounts. If you fail to investigate and correct this, I may pursue legal action under the FCRA and FDCPA ( 15 U.S. Code 1692e ) for deceptive and misleading 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 2025-11-25 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: Experian Information Solutions Inc.
State: MS

Complaint narrative:
After multiple disputes, the bureau is still in violation of FCRA 1681n & 1681o, continuing to report unverifiable information despite clear legal obligations and case law precedents.

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 2025-11-25 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: CO

Complaint narrative:
Equifax is reporting several inaccurate items on my credit report even after I disputed them. They continue to show a wrong address, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, CO XXXX, which is not mine. They are also reporting false late payment history on XXXX XXXXXXXX ( Open Date XX/XX/XXXX, High Balance {$490.00} )XXXX XXXX XXXX XXXX XXXXXXXX ( Open Date XX/XX/XXXX, High Balance {$420.00} ), XXXX XXXX XXXXXXXX ( Open Date XX/XX/XXXX, High Balance {$1400.00} )XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XX/XX/XXXX, High Balance {$22000.00} ), and XXXX XXXX XXXX XXXX XXXXXXXX ( Open Date XX/XX/XXXX, High Balance {$350.00} ). I have never been late on any of these accounts. 

Equifax is also reporting two collection accounts that I do not recognize at all : XXXX XXXX XXXXXXXX ( Opened XX/XX/XXXX, Balance {$590.00} ) and XXXX XXXX XXXX XXXX ( Opened XX/XX/XXXX, Balance {$110.00} ). Along with that, Equifax kept several unauthorized inquiries from XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, and XXXX XXXX XXXX XXXX XXXX all dated XX/XX/XXXX, even though I never approved them. 

Equifax did not properly investigate and is still reporting inaccurate, unauthorized, and unverifiable information. I am requesting CFPB assistance to ensure these errors are corrected immediately. 

Fair Resolution : I want Equifax to delete the wrong address, remove the unauthorized collection accounts and inquiries, and correct the false late payment reporting on all the listed accounts.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2025-11-25 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: Experian Information Solutions Inc.
State: GA

Complaint narrative:
You have reported inaccurate and unauthorized accounts on my credit report, which is a violation of the Fair Credit Reporting Act ( 15 U.S. Code 1681i ) requiring a proper reinvestigation of disputed items, and 1681e ( b ), which mandates maximum possible accuracy. These false entries are damaging and unjust, especially since Ive never opened or authorized these accounts. If you fail to investigate and correct this, I may pursue legal action under the FCRA and FDCPA ( 15 U.S. Code 1692e ) for deceptive and misleading 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 2025-11-25 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: Experian Information Solutions Inc.
State: VA

Complaint narrative:
Dear Sir/Madam, I am writing to dispute the following accounts on my Experian credit report. The information reported on these accounts appears to be inaccurate, and I request an investigation into these matters. 

Charged Off Accounts : XXXX XXXX, Account Number : XXXX, Date Opened : XX/XX/XXXX, Balance : {$0.00} XXXX, Account Number : XXXX, Date Opened : XX/XX/XXXX, Balance : {$0.00} VXXXX XXXX  XXXX Account Number : XXXX, Date Opened : XX/XX/XXXX, Balance : {$12000.00} Inquiries : XXXXXXXX XXXX XXXX XXXXXXXX : XX/XX/XXXX Late Payments : XXXX XXXX Account Number : XXXXXXXX XXXX Account Number : 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