BEE-spoke-data/consumer-finance-complaints huggingface dataset:
Consumer complaint received 2015-06-19
Company: Arbor Residential Mortgage LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XX/XX/XXXX, our mortgage service agent, Seneca Mortgage, again informed us that they were changing their organizational agent. My mortgage payments were always automatically paid by our bank for many years. We have never been late. While in the process of changing the address and other information for the new agent with my bank, I was interrupted by a client emergency. After the emergency was over, I forgot to finish making the changes required by my bank. As a result, the payment for XX/XX/XXXX was not made. We did not discover this error until the next month because when Seneca called me they could not talk to me because the mortgage was in my wife 's name even though I am on the deed with my wife. By the time we received a new billing statement, we were two months behind. I received a call from a collection person and advised them that I would be making XXXX separate payments to bring the mortgage up to date. The agent did not say that this would not be acceptable. The monthly mortgage amount is {$2000.00}. All payments tendered electronically by our bank have been returned as follows : XXXX/XXXX/15 {$2000.00}, XXXX/XXXX/15 {$4000.00}, XXXX/XXXX/15 {$2000.00}, and XXXX/XXXX/15 {$6000.00}. Seneca will not except tender of our payments. I have written a certified letter to Seneca 's CEO and the CEO of my bank 's payment agent XXXX. I have contacted the Federal Reserve Board ; and, they have advised me that electronic transfers made by a bank are legal tender and must be accepted. 
I request that Seneca accept full payment for the months in arrears, correct my wife 's credit report to indicate that the late payments were caused by Seneca and waive all penalties and additional interest. Since I can not tell you my name, I do not understand what is meant by " My information ''. This concerns a mortgage loan that was from refinancing our apartment XX/XX/XXXX.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-05
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: PA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Have been disputing a XXXX account of {$150.00} TransUnion credit reporting agency and they have yet to remove the account from the file. Even after several attempts to dispute directly with XXXX, XXXX still has not verified nor validated this alleged debt. I have sent communication to XXXX just recently XX/XX/2020 by USPS certified mail, E-Receipt asking they verify and validate the debt and notice went ignored. TransUnion, will not remove this XXXX account from the file even after multiple communications with them I have yet to get any response showing that I am the one who the debt belongs to. I have sent communication to XXXX on XX/XX/2020 requesting verification and if not remove the account from the TransUnion file and they have not done so, in fact my first letter sent to XXXX ( XX/XX/2020 ) stated that if they could not verify/validate the alleged debt they would need to close the account and remove it from all three CRA. They closed the account but never removed it, by them closing the account they agreed to the terms of the XX/XX/2020 letter and should have removed it from the CRA file as well. Now disputing the matter with Transunion they still remain to keep the account on the report. It was never proven to belong to me

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 2016-02-26
Company: ProCollect, Inc.
State: TX
Product: Debt collection
Sub-product: I do not know
Issue: Communication tactics
Sub-issue: Called outside of 8am-9pm

Complaint:
I continually receive robo calls from a company claiming to be Pro Collect, but I have never received anything in writing from them as to what the debt is. The number shows up as ( XXXX ) XXXX on my phone, but message states to call ( XXXX ) XXXX. Today, XXXX/XXXX/2016 they called and left a voicemail at XXXX. I have a screenshot of my phone log showing the call.

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 2016-01-14
Company: KEYCORP
State: OH
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
I opened a home equity line of credit in XXXX. I charged {$880.00} against the account in XXXX of that year and paid off the balance of {$880.00} within 21 days. Today I discovered that KeyBank charged the account {$2.00} interest on the loan, in XXXX XXXX, but never notified me of the interest charge. There were no statements, no hits on my credit report and no notifications in my email. They attached a lien on my home for the {$2.00} and never notified me of this additional development. I went to close the open account on XXXX/XXXX/XXXX, just to find out that I owed an additional {$28.00} for the lien charge. There were no past due statements, emails, phone calls, explanations, apologies, or responsibility owned by the bank. The bank manager was condescending when I asked for some manner of recourse or requirement to refute the bill.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-05
Company: Army and Air Force Exchange Service
State: CA
Product: Debt collection
Sub-product: I do not know
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
I do not know what this account is in the amount of XXXX is for. I do not even know who to contact. I am requesting that this company please provide me with documentation supporting that this debt is owed.

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 2016-05-12
Company: Quality Loan Service Corporation
State: AZ
Product: Debt collection
Sub-product: Mortgage
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint:
On XXXX/XXXX/2016 I received a Debt Validation Notice letter from Quality Loan Service Corporation ( " QLS '' ). 
On XXXX/XXXX/2016 QLS received my Request For Documents ( " RFD '' ) letter via Certified Mail. In my RFD I requested validation pursuant to the FDCPA. I also requested information and documents pursuant to Arizona 's Administrative Code, XXXX, FINANCIAL INSTITUTIONS, AND INSURANCE, Chapter XXXX XXXX, XXXX XXXX, and specifically XXXX Disclosure of Information to Debtor. 
As of XXXX/XXXX/2016 I have received no response from QLS. Since that time I have searched on the Arizona XXXX website and was unable to locate a current AZ Collection Agency license for QLS.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2022-09-17
Company: EdFinancial Services
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I called Edfinancial about a refund that they agreed to process on XX/XX/22. I called again on XX/XX/22 to confirm the refund process was submitted. The total amount that I requested to be refunded from payments made during deferment is {$8900.00}. I find the timeline they gave of nearly half a year from the first call and no timeline on the second call unacceptable and inconsistent. The loan servicer doesnt allow any access to a paper trail about the refund they submitted on their system. The only way for me to follow up on the refund is to call in.

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 2016-11-08
Company: RoundPoint Mortgage Servicing LLC
State: WV
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX originally handled the loan for my home and property. This loan was then bought by RoundPoint Mortgage Servicing Company, before the first payment was even processed. RoundPoint Mortgage Servicing Corporation failed to use my escrow payments to pay my property taxes, which were due six months ago. I have contacted them six times in the last month ( since the day I received notice from the XXXX that my property will be auctioned due to delinquent taxes ) to rectify this situation. They are clearly in the wrong and have admitted as much. Every time I ask for a status I 'm reassured that all is well. I follow up with a call back, and nothing has been done. The property goes up for auction after tomorrow, and they will not agree to provide me with any confirmation that the taxes have been paid ( after they finally do pay them ), so I can not know that my real estate will not be auctioned. I do not have the funds to pay the taxes myself, though I could use a credit card, but I would have to pay interest on the charge and get caught in another battle with RoundPoint to get them to do the right thing. I ca n't believe this is happening!

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 2015-05-02
Company: Big Picture Loans, LLC
State: GA
Product: Payday loan
Issue: Charged fees or interest I didn't expect

Complaint:
Online payday loan stating they are licensed and are not as I am just finding out payday lending is prohibited in GA. Also they told me the balance with finance fees was a little over XXXX dollars but after I agreed and got the written contract by email, the loan shows payments for 24 months for over 3000 dollars.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-05-18
Company: CarMax, Inc.
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
CarMax Auto Finance Account # XXXX placed a derogatory mark on my credit report via XXXX XXXX. Upon further research, this account was transferred/sold and I am no longer responsible for the account. Debtors did not verify this collection. Also, there is no written form of communication, contract, or signature for the accused debt. A document without a signature does not validate debt. According to FCRA, CarMax has violated my rights as a consumer and I am requesting legal action to remove/delete the account immediately.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-05-29
Company: Santander Consumer USA Holdings Inc.
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I contacted Santander Consumer USA about my car loan on XX/XX/2018 to discuss a payment plan. I was denied. I explained that I was experiencing a loss of income and wanted to modify the loan. The Agent met with a supervisor and flat out denied to offer any assistance stating " there is nothing we can do '' I explained I could set up a payment for the next week but needed to look at the dates first. The agent went on to say the car was assigned and good luck. When we bought the car I was forced to purchase GAP insurance which I was told that the bank requires it. This extra monthly amount put the monthly loan higher than what I can afford. The Interest rate is excessive and I am paying XXXX per month for a car that is worth XXXX ( Owe XXXX ) thus upside down. I have been paying this loan for 3 years '' struggling '' with the payment. Santander refuses to help me and/or modify as I know is possible upon hardship circumstances which I am in. XXXX XXXX, the dealer I bought the car from spoke to me about 3 months ago and offered the same model car but a XXXX   for XXXX per month which made me believe that something is wrong. I have tried to work with the bank and am willing to continue but I am not able to continue at this current rate or without assistance. Additionally, the bank is calling almost 10 times per day which is excessive and no correspondence has ever been sent. I believe that this loan is symptomatic of excessive interest, and the fact I was forced to buy GAP really is consumer preying. I am asking for help as this situation is causing credit issues and financially burdening and stressful but Santander seems that they will not help. I know notes can be modified for good cause yet they refuse. I am also upset that I was forced to add GAP by the bank because of the extra monthly expense. Can I please get some help with this matter?

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-12
Company: Healthcare Collections-I, LLC
State: AZ
Product: Debt collection
Sub-product: Medical
Issue: Disclosure verification of debt
Sub-issue: Right to dispute notice not received

Complaint:
I was in the hospital XXXX/XXXX/14 to XXXX/XXXX/2014. There were XXXX different bills that resulted from that visit : XXXX XXXX {$37000.00}, XXXX XXXX XXXX XXXX {$9900.00} and XXXX XXXX XXXX {$550.00}. We have insurance that pays 100 %. Both XXXX XXXX and XXXX XXXX XXXX XXXX submitted their bills to our insurance and were paid in full. XXXX XXXX XXXX, however, said that we did not have insurance and and now have submitted this charge to Healthcare Collections Inc as our responsibility and posted negative to our credit. They will not submit to the insurance and will not remove it from our credit bureau. This bill for {$550.00} was to be paid in full like the {$47000.00} that was paid to the other XXXX bills. We should not be penalized for their lack of processing and someone dropping the ball in their billing department. When I contacted them and asked why they did n't submit to the insurance, they said " We do n't have time to research and find out if people have insurance ''. I advised them that we are 100 % covered by insurance and we submitted our insurance information to the hospital upon check in on XXXX/XXXX/14 and that all the other bills were paid. They said now it is too late and refused to help us. It has almost been a year since I was in the hospital and this charge is barely posting to the credit report?! This office obviously has billing problems. We were never notified of any issues with the billing and did n't expect to be since our insurance covers 100 %. We are currently trying to buy a house and this is severely affecting our credit. Please help us resolve this situation. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-06
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT
Product: Consumer Loan
Sub-product: Installment loan
Issue: Taking out the loan or lease

Complaint:
On XXXX/XXXX/2016 I purchased XXXX XXXX XXXX at the XXXX store through their upgrade program. Evidently at that time I also applied for a Citizens One personal loan for the cost of the Iphones and the XXXX XXXX policy. The personal loan application was not disclosed to me and I did not receive any documents or disclosures about the loan. On Sunday XXXX I received two emails from Citizens One that I was approved for two personal loans which completely surprised me. On Monday morning XXXX I called Citizens One and spoke to XXXX. She confirmed that I applied for two loans and was approved. She state that two credit checks were processed against my credit and that I authorized the application. I told her that I knew nothing about the application and requested she send me all my loan documents, disclosures and loan application clearly showing the terms and conditions of these loans. She told me this could not be done as they are a paperless company and that I would have to go online, set up an account and pull my documents which I have no idea how to do this. I asked to speak to a manager and she abruptly responded that a manager was not available. I requested that a manager call me as soon as one was available. I am still waiting for that phone call. All borrowers should have the right to understand loans issued by any banking institution. All disclosure documents including the application should be readily available to be sent to borrowers.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Per Customer service Bank Of America CHANGED Program and  they only taken out minimum payments. I have for the last several years had additional money taken out towards principal. After new programs installed by Bank Of America. Tried to resolve this issue since XX/XX/2020 to date it has NOT been corrected. Try to contact CUSTOMER SERVICE AND THE BANK no one seems to know how to resolved this issue.

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 2016-09-29
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
My problem with CITIZENS BANK Over the past week I have been assessed XXXX overdraft fees/service charges totaling {$230.00} This brought my account down to - {$250.00} Simple math shows that my account is ACTUALLY only - {$19.00} This means that I have been charged more than XXXX times what I actually am negative in the account. 
This seems a little excessive. 
When I contacted my customer service number, the first man ( who was very nice personally ) said that he could n't do anything. I asked him to escalate me to a supervisor, and he obliged. 
The supervisor at first said that there was nothing she could do, then when I kept pleading my case, she said she could remove XXXX of the fees, ( which was actually XXXX fees assessed in 1 day ). She took {$100.00} off, which still leaves me - {$140.00}, or 7 times what I am actually negative! 
I fully understand that if I go into the negative, I will be assessed a fee of {$35.00}, but {$230.00} is insane, especially after the taxpayer based bail out.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-05-29
Company: Big Picture Loans, LLC
State: MI
Product: Payday loan
Issue: Charged fees or interest I didn't expect

Complaint:
I applied for a loan for {$400.00} from Bigpictureloans.com. At first, I thought it was a typical payday loan and that I would have to pay up the balance in installments every other week. When the loan was approved I read details on screen that the fee for processing the loan was only {$34.00} with a total of {$430.00} to be paid biweekly until the total was paid in full. I received a notice that I received approval for {$1000.00} which was perplexing because I did n't ask for that amount. I then received the {$400.00} which was deposited in my checking account, but with no notice of loan agreement details. I finally received the loan details after I logged into my Bigpictureloans account. The agreement was confusing and stated that I had 20 installment payments that would finally end on XX/XX/2017. The payments started off at {$140.00} with a grand total of {$2200.00} resulting in a finance fee of {$1800.00}. When I finally got a chance to call them they stated that the payment that had just processed would not post to the principal balance and was just to cover finance fees unless I paid the full amount of the loan plus the finance fee which they considered some type of " buy-out ''. Bigpicture would continue assessing and charging the finance fee until I did this considered buy-out of the loan. They would not post any payments that I made to the account until the final amount had been paid. The interest on the loan totaled a whopping 784.7312 %.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-25
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I opened a Charter One/Citizens Checking account back in XXXX of 2015 and it 's been a nightmare since. I 've been charged at least $ XXXX {$2000.00} in overdraft fees. Some I am at fault but a bunch of others I am clearly not at fault. I have called their customer service line 4-5 times throughout the months and what 's available online with the customer banking is totally different than what shows. The call I made today was in regards to XXXX overdraft fees that randomly popped up. So I called, once again to see why. I was told they were for XXXX transactions that posted on the XXXX ( not once showing me in the negative ). Needless to say they have gotten me numerous times and they can no longer get away with what they 're doing. I signed up with them because I was told the only " overdraft '' fees I would to incur with be on outstanding " checks ''. I liked that idea because I do not want to spend money I do n't have. Back in XXXX I had called asking what the overdrafts were for they told me they can occur with an instant ( XXXX ) transfers as well. I have mostly a positive running balance as you will see with the attached documents I provided. PLEASE investigate this as I am sure there are a lot of others dealing with this. It needs to stop. Thank you!

Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-05-21
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
This is about my student loan and here is my Navient information   XXXX   XXXX   Account #  XXXX  I am a  XXXX   XXXX  student and have been for the past  3+  years Last summer I noticed that Navient had put me down as starting repayments within a few months and took the appropriate steps to rectify this, including the school sending confirmation regarding my student status Now Navient send me an email stating that I am overdue on a payment and another  one  is due now!   They seem to be unable to rectify the mistake, despite my best efforts.   I have also written to their ombudsman and the contents of that email are bellow.   ================================================ The email : Dear ombudsman office, My account states that   I have an overdue payment and more coming.
I am a full-time student!!!!
I saw this mistake coming last summer and did all the necessary steps ( school sent verification ) to correct it.
So why now am I being billed?
Please look into this and correct it.
I am also sending this letter to CFPB T  hank you  XXXX

Company response to consumer: Closed with explanation