AdiOO7/consumer_complaints huggingface dataset:
Consumer complaint: Due to a series of mistakes and/or misrepresentations made by Citibank employees in XXXX and XXXX, we were presented in XXXX XXXX with an unexpected balloon payment for our Home Equity Line of Credit ( HELOC ). Although we have been making the monthly payments on the HELOC, paying off the balloon payment would be a severe hardship. All we want, really, is the opportunity to continue making monthly payments. However, to date Citi 's employees have not found a way for us to do so. 

In XXXX, we got a HELOC with XXXX. It was set to have a balloon payment due after 15 years. That 's not the issue. The issue is what happened over the following 15 years. 
In XXXX, Citi bought the HELOC from XXXX, as well as our first mortgage from XXXX XXXX. In XXXX, we refinanced the first mortgage, with the understanding, from the Citi employee working with us ( XXXX XXXX, XXXXXXXXXXXX ) that the HELOC would be " replaced '' during the refinance. We were told that the terms of the " replaced '' HELOC would be 10 years as a credit line, followed by 20 years as a fixed-rate standard loan if any balance remained. 
However, contrary to what we were promised, the HELOC was not replaced in XXXX. Instead, it continued under the original XXXX terms. In XXXX, we refinanced our mortgage again. Again, we were told to " not worry about '' the HELOC. Again, it was left unchanged and remained under the initial XXXX terms. 
Someone at Citi failed to adjust ( " replace '' ) the HELOC under Citibank terms in both XXXX and XXXX. We would appreciate it if someone would investigate how it is possible ( allowable ) that our HELOC remained unchanged, and under XXXX terms, through XXXX Citibank refinance processes. 
In XXXX XXXX, we were told that we are in default on an unexpected balloon payment of {$68000.00}. This would be challenging to pay off under any circumstances, but, coincidentally, we are both currently unemployed. 
This interaction has become a comedy of errors and aggravation. We have dealt with at least a dozen Citi employees, none of whom appear to communicate with each other. Citi 's incoming telephone systems seem to be specifically designed to waste the customer 's time. 
Since XXXX XXXX, we have been attempting to work with the Recovery Department. We tried dealing with the " Executive Response '' team for a while, but were told that there was " nothing they could do '' and that they were the " top level of escalation ''. ( We sincerely hope that this is not the case! ) We could withdraw {$68000.00} from a retirement account ( with some tax penalties ), pay off the balloon payment, and move on. However, given that one or more Citibank employees is responsible for this problem occurring in the first place, we are still hoping that Citi can provide us with a better solution. 

Company response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Consumer complaint: I fell behind XXXX payments on my mortgage at which time I applied for a modification, everytime I called to see if they had they paperwork or needed anything else they would say they have everything and then I would call back two weeks later to check on the status of the modification they would have no idea what I am talking about. I have gone through this cycle at least four times with them and this whole time they would not let me make any payments. Then someone told me my house was listed as a forclosure in the local paper with a sale date of XXXX/XXXX/2016. Since then they have received my paperwork again for modification and I have had to refax that set of paperwork three different times. Now they say I am approved for modification but they are waiting on my title but they wont tell me who they requested my title through. I have checked with every title company in my area and nobody has received a request. They tell me that if they do n't receive the title by the sale date that they will sell my house. I also have a corporate advance on my account for over {$3000.00} that nobody can tell me what it is for. I keep getting a different answer everytime I call in to this company. 

Company response: Company believes complaint is the result of an isolated error
Consumer complaint: CFPB, Can someone from the CFPB please tell me why it is OK for Transunion to obfuscate the ability to create a free XXXX fraud alert? I 've spent 30 minutes on the site trying to find it and it 's nowhere to be found. I do n't believe that follows the spirit of the requirement to provide this service. Please have Transunion, like the other XXXX reporting bureaus, place a clearly identified link to the free 90 day fraud alerts on their home page. This is not rocket science and CFPB should have this kind of a consumer friendly check as part of their regular monitoring of these agencies. 

Company response: Company chooses not to provide a public response
Consumer complaint: I had to go to XXXX for work and called XXXX XXXX XXXX to cancel my XXXX service on XXXX/XXXX/XXXX. On the call I checked with the representative if I owed any pending payments, and got a confirmation that I do n't have any pending payments as of XXXX/XXXX/XXXX. 

Though I was in XXXX, I continued to monitor my Credit Score and credit history and I noticed a sudden drop in my credit score in XXXX XXXX. I pulled my credit report and noticed a collection item for {$36.00} in my report which was a collection attempt made by XXXX XXXX XXXX. 

I contacted XXXX Immediately and they confirmed that it was their attempt. A bill was generated on XXXX/XXXX/XXXX for {$36.00} which went to collection. I paid the {$36.00} on the very day I had called them ( XXXX XXXX XXXX ). 

I explained to them and later argued that it was no fault of mine since, on XXXX/XXXX/XXXX I was informed that I did not have any pending payment and I did not find the need to check my online account after that ( I usually opt for paperless bill, but not sure in this case ). 

I have been their customer for over 5 years and have made an average transaction of over {$1000.00} per year. I am a very responsible customer for not only XXXX XXXX XXXX, but also with any other service provider and deal with everyone with absolute Integrity. {$36.00} is a very insignificant amount for me. I did not miss the payment deliberately. 

I returned to USA on XXXX/XXXX/XXXX and have plans to buy auto and home loans, but due to the hit with my credit score, I am being classified as a sub-prime borrower and getting offers with a very high interest rate. 

Also, XXXX XXXX XXXX are not owning responsibility for their mistake to this day. They made me go in circles to contact the collections agency ( Southwest Credit System ) who directed me to the Credit Bureau ( XXXX ), who in turn directed me back to the collection agency and finally back again to XXXX XXXX XXXX with no improvement to my situation. 

At last, they agreed opened a case with the assurance that nothing good with happen with the case. I mean how can anyone act in such an apathy. 

Turns out that this is not an isolated case and many of my friends who were in similar situation felt victim to this modus operandi of XXXX XXXX XXXX. 

Company response: Company believes it acted appropriately as authorized by contract or law
Consumer complaint: Bank of America 's automatic payment options are deceptive and, it seems, drafted with the only purpose of causing people to incur finance charges that they would not otherwise incur. The options listed are as follows : ( 1 ) Always pay Minimum amount due as indicated on e-Bill ( 2 ) Always pay Amount due as shown on e-Bill ( 3 ) Always pay Statement balance as shown on e-Bill I selected # 2, which ended up being interpreted by BOA as paying the minimum amount ( i.e., the exact same as option # 1 ). As a result, I was charged finance charges for four months even though I had intended to pay the full amount due. I called Bank of America and was able to get the finance charges rescinded, but I have a significant concern that Bank of America is engaged in a fraudulent business practice. The first two options mean the exact same thing ( and the company representatives I spoke to could provide no explanation for why there were two options that mean the same thing ) and can only be drafted in the way they are drafted to deceive people into paying the minimum amount rather than the full amount and incur finance charges. I received no assurances that BOA would change the drafting nor any explanation for the deceptiveness. 

Company response: Company chooses not to provide a public response
Consumer complaint: On XX/XX/XXXX, a payment came through to my Bank of America checking account which over drew my account {$1.00}. When i realized this i tried to call BOA for 4 days straight because they notified me that they would add another {$35.00} fee for extended overdraft. I am a college student and in between student loan refunds for the semester so i did n't have {$2.00} to cover the {$1.00} that was overdrawn. In addition most banks give consumers at least 24 hours to bring the account current before adding a fee. BOA added the fee the same day, even though I NEVER signed up for overdraft protection and they could have not paid the charge and rejected it. I attempted to call BOA over the course of 4days, and on XX/XX/XXXX emailed them. If i had spoken with someone from Bank of America, this fee would have been waived and the account would have been brought current, eliminating the need to then charge me another {$35.00} fee for being {$1.00} over drawn. 

To summarize BOA paid a charge on my account without my authorization, bring my total account balance to - {$1.00}, and then charged me a total of {$70.00} in fees, which is predatory and excessive. 

I would like the total amount of fees {$70.00} returned to my account. 

Company response: Company chooses not to provide a public response
Consumer complaint: XX/XX/2015 my card was stolen. Charges were flagged as fraudulent by a representative in the fraud department. I assumed all was resolved and I received a new card. I used the new card until being called again by the fraud department. At this point I cancelled that card and a XXXX card was issued. XXXX stolen cards show {$0.00} balances when viewed online. So I assumed the fraud was handled. I attempted to add in the new credit card to my online account to no avail and never recieved a statement. I called a half dozen times where I was rerouted to XXXX customer service and no one could access the account of give me any details relating to what was owed etc. On XX/XX/XXXX I finally reached someone who advised me that the fraud has not been removed? It is on the new XXXX card and that the payment is past due even-though I am on auto pay. I am being told that it was reported as late. They will not send a statement since the account is flagged for fraud? Please help. 

Company response: Company chooses not to provide a public response
Consumer complaint: We applied with our lender for a loan modification before and after our Chapter XXXX bankruptcy. I had been out of work for two years and my wife had XXXX. We are on our feet again and want to keep the home and pay the mortgage, The lender, US Bank seems to be purposefully doing our loan modification application slowly while at the same time there is a trustee sale scheduled for XXXX/XXXX/2015. We have a account contact person but they are not helping in any way and never return our calls or emails. The trustee attorney for them is no help either. 

Company response: Company chooses not to provide a public response
Consumer complaint: consumer stated that her complaint is against Wells Fargo for not refusing to open a business account for her 

Company response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Consumer complaint: On XX/XX/XXXX a " Small Balance Adjustment '' of {$.00} was made on my account. After spending 45 minutes of my time and speaking with XXXX, who transferred me to XXXX, who transferred me to XXXX who transferred me to supervisor, XXXX I could not get a resolution. XXXX informed me someone from escalations would return my call within 24 hours. This is the third occurrence of this nature. On XX/XX/XXXX a " Small Balance Adjustment of {$1.00} was taken from my account and again on XX/XX/XXXX another " Small Balance Adjustment of {$1.00} was taken from my account. After spending hours of my time trying to resolve the issue I submitted a complain to the Consumer Financial Protection Bureau on XX/XX/XXXX. Per conversation with XXXX XXXX from Bank of America ( XXXX XXXX ). he informed this was a computer glitch and it would be resolved by XX/XX/XXXX. The XXXX " Small Balance Adjustment of {$1.00} each were returned to my account. If this computer glitch was resolved by XX/XX/XXXX why is it still happening on XX/XX/XXXX? I was informed by your customer service representative that I am not the only person having this problem, like this should make me feel better. Why do I, as a Bank of America customer have to spent my time addressing the same issue month after month. You, as Bank of America employees get paid for your time. No one pays me for the time I spent trying to resolve this issue. I need a reason this keep happening and what you are doing to resolve the issue. Sorry, but a computer glitch does n't satisfy me because that does not seen to be the problem. 

Company response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Consumer complaint: The first month my first monthly payment was due to my Barclaycard account, I assumed it was an honest mistake that my statement did not arrive to my address and dismissed it.This became an ongoing problem, as I at no point in time chose paperless billing for this account, and confirmed it when I once again called to make an over the phone payment, and have a late fee removed. I thought my mail was being misplaced by my family, and took action to enroll in text alerts in regards to payment due date. To this day I receive absolutely no mobile alerts in regards to my account, and accessing my account on my application, or on the Web seems to be impssible as it is always down. I have only received statements when requested by phone with a live operator, and when my account has gone past due status. I am hounded over the phone when the company has not received payment, but feel I have absolutely no obligation to them until they correct their mistskes. I do n't intend on paying them the more recent late fees as they have failed to produce a timely monthly statement as my other credit card companies do. 

Company response: Company chooses not to provide a public response
Consumer complaint: Was charged {$590.00} on XXXX XXXX, 2015 for no reason by XXXX. I contacted them many times about this strange charge and was told many times that this would be taken care of. Received a recent statement stating that I still owe this amount. I 'm afraid of not paying because it will ruin my credit. 

Company response: Company chooses not to provide a public response
Consumer complaint: I have not received a resolution.. I have been in contact with CMRE Financial ( XXXX ) XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, CA XXXX. This company placed information for my ex husband of 16 years on my credit report. I was told I had to provide divorce papers to have this taken care. The Notice of Entry of Judgement was emailed to them on XXXX/XXXX/16. I have been in contact with them numerous times and this still appears on my credit report. I did not received a letter stating they were taking it off, as they stated I would. Upon calling I was told it was mailed. I have now received a bill from them in my ex-husbands name at my adddress! They changed his address to mine. Now the CMRE states I MUST give them my SS # in order to get the letter sent to me. It was never mailed out. They do not need my SS # according to my attorney. They did not need my SS # in order to put this on my credit report. I want this removed from my credit report from all three reporting agencies immediately and I want the bill changed back to his address. I am getting no where with them and then when you become upset, they just disconnect you. I have called them six times and can not get a straight answer. A supervisor will not get on the phone and will not return the call. I do not know where else to turn short of taking them to court. I do not understand how they can just put something on my credit report, they did not ask for proof of marriage when they did. I have been re-married for almost 12 years now. My name is even different on my credit report. It should not be this hard to have incorrect information removed. I have filed disputes with the XXXX major companies as well. However it seems that I am doing all the work and getting no where. It was not my mistake and it should definately not be this difficult to fix it. I have no way to upload documents but I can email them to you upon request. I would appreciate any help you can provide. 

Company response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Consumer complaint: My husband and I are receiving daily calls from Southwest Credit in XXXX, TX asking to verify personal information and saying that they want to collect debt. Because we recently received a mortgage, we have seen our credit records and have no unusual outstanding debt -- other than regular bills and credit cards. We do not want to receive any further calls from Southwest Credit. Because the phone numbers for the calls do not show up on our phone, we can not put this company on the Do Not Call list. And, the return call numbers that it leaves in our voicemail ( on different phones ) is not always the same. 

Company response: Company believes it acted appropriately as authorized by contract or law
Consumer complaint: I have been a US Bank account customer for about 10 years. I believed most of the 10 years I paid and used the account with no problems. However due to a decrease in my income I sought help with US Bank and they said they were n't able to help lower my interest and or my monthly payment. I sought assistance with XXXX XXXX, a debt management company. XXXX XXXX charged me a fee of {$30.00} and I sent the fee along with the monthly payments they negotiated with the banks. However, after paying XXXX XXXX, I learned that my payments were not being received timely to my accounts, and that I was left with zero to even pay my necessary bills. I cancelled my contract with XXXX XXXX and contacted all banks myself. I was able to acquire a more reasonable payment plan and lowered as well as ZERO interest rate from the banks, except US Bank. US Bank claims that I can not cancel my agreement with XXXX XXXX and that I am required to pay US Bank the same amount {$190.00} that was negotiated by XXXX XXXX. In order to keep my home and not default on the mortgage, real property taxes, and homeowners insurance, I send US Bank what I am able {$150.00} which is actually more than what I can afford. In addition to my decrease in my income where I was forced to retire XX/XX/XXXX since my employer eliminated my job position, recently XX/XX/XXXX I was diagnosed with XXXX XXXX. I had the surgery on XX/XX/XXXX for removal of the XXXX. I have been trying to get US Bank to consider my situation before I have come to CFPB for help. I am in dire straits now as I only have {$11.00} in my bank account and I have had to go to the VA hospital for my follow up XXXX appts and I am feeling like things are very bleak. I do n't know how things are going to turn out now. I believe that US Bank is holding me to a contract I made with XXXX XXXX and this is not right. Please help me. 

Company response: Company chooses not to provide a public response
Consumer complaint: On XXXX XXXX, 2016, XXXX notified Bank of America, my credit card issuer, that my account was compromised. It took 6 days until XXXX XXXX, 2016, for Bank of America to notify me. I asked where and when the compromise took place. Bank of America refused to provide me with that information. I asked why it took 6 days for Bank of America to notify me of the compromise. Bank of America refused to provide me with that information. 

Company response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Consumer complaint: I have a Macy 's credit card for which I automatically debit a checking account to pay my monthly bill. I purchased furniture on a 12 month interest free promotion at Macy 's, which promised to bill me in XXXX equal installments. The furniture amount was over {$1400.00}. On the first monthly payment, Macy 's debited my checking account the full amount of the charge rather than XXXX of the charge as should be done on a 12 month interest free promotion. I asked Macy 's representatives if my auto-pay would make the promotion not work, and I was told it was not a problem. 

Company response: Company chooses not to provide a public response
Consumer complaint: During an account migration conducted by Macy 's Retail Credit Card Services. I was unable to make my online payment for XXXX consecutive days. As a result, my pristine credit rating was impacted by what was recorded as a " late payment '' for the merchant 's inability to manage a service migration among its banking vendors. I notified Macy 's of the problem. I subsequently was read a " notice to collect a debt '' statement which never applies to me and never applies to my account with Macy 's. 
During the economic downturn, a sales associate at Macy 's opened an AmEx credit account under my name without me requesting it. This resulted in another line of credit which I did not authorize and never utilized. 

Company response: Company chooses not to provide a public response
Consumer complaint: I have tried to contact the credit agencies, but they ask questions which do not allow me to validate who I am. They ask about people owning property in Wisconsin, none of whom I know. I state that and they reject me. My credit report says derogatory, but I have proof from XXXX that they would remove the derogatory status. That was two years ago ( XXXX 2014 ) and it is still there as {$690.00}. I have uploaded the proof here. The credit companies make us go through loopholes to prove our existence, which are ridiculous. I can tell them every tax return for ten years and other info. but they will not ask questions I can actually answer. So my credit score suffers still. Please see point one in the settlement and release. I have also attached a screen capture of my " derogatory '' status. Please help. 

Company response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Consumer complaint: In XXXX, XXXX billed me {$99.00} for a repair to an apartment I rented. I did not receive that as I moved out of state and it ended on my credit report with fle # XXXX .... for {$360.00} filed by Hunter Warfield. 

I discovered this in XXXX when I was applying for credit for a new home. I contacted XXXX XXXX who agreed this was their error and they had this deleted off my credit account. 

Then today, I discover that in XXXX, Hunter Warfield placed it against my credit again giving it a new amount and a new case number. File XXXX .... {$390.00} I spoke to XXXX and XXXX both of whom say because they changed the file number and amount, it appears as a new claim when it 's the old XXXX. They can not delete it because it appears as new again. 

They suggested that I contact you to get this removed and to stop Hunter Warfield from continuing to do this. 

Thanks, XXXX XXXX ( XXXX ) XXXX 

Company response: Company believes the complaint is the result of a misunderstanding