WillisBack/dataset-financial-user-claim huggingface dataset:
Our Mortgage was recently bought from XXXX by Shellpoint Mortgage Servicing in XX/XX/XXXXof this year. We received from them in early XX/XX/XXXX a pamphlet of information from them about Points of Contact and way to contact Customer Service. On the day we received this information ( I believe the call was made XX/XX/XXXX ) we called the Customer Service Line as was told that we had a negative Escrow Amount but since we were in Bankruptcy there was nothing more the lady would be willing to talk to us about.
So we called the Point of Contact ( XXXX XXXX ) and it went straight to voicemail and we left a message but did not receive a reply. We tried again ~XX/XX/XXXX and when we called XXXX answered right away. We mentioned to her that we were trying to figure out how to go about paying for our Mortgage since there were no clear instructions on the paperwork and I could not pay online due to the bankruptcy. She said that we needed to contact our Bankrupty POC ( XXXX XXXX ) regarding anything tied to the Bankruptcy and that we had to get a note from our Attorney for them to be able to speak with us regarding solutions to the issues with the Mortgage.
We then went to our Attorney 's office on XX/XX/XXXX and got a letter from him as requested and faxed it to Shellpoint via the phone number provided the following day. We then called XXXX the following Monday or Tuesday and it went straight to voicemail. A message with all the necessary information was left which included wanted to talk about issues regarding the Bankruptcy, and a Home Repair Escrow that would have been transferred from XXXX.
After receiving no response from XXXX the following Monday or Tuesday we called both XXXX XXXX and XXXX and were taken again straight to voicemail. Messages were left according to the instructions and as of now ( XX/XX/XXXX ) I have not heard from them or any representative of Shellpoint Mortgage even though I have reached out multiple times.
This is obstructing our families ability to repair our home since there is a Home Repair Escrow Balance and as such is limiting our options in terms of resolving the Mortgage in an amicable fashion with Shellpoint. We have reached out to them multiple times in good faith and it feels like they refuse to work or even talk to us.
Beginning the house buying process we were pre-approved with this lender. After finding a property and having our offer accepted, our lender, we thought, started the paperwork. During the month between the offer and closing, our loan consultant changed jobs XXXX times. Being our first home, we did n't know what to expect and our agent assured us consultants change jobs a lot. Our consultant did n't ask for much documentation after gathering the essentials in the beginning. Our appraisal was done late, on our part. Our consultant assured us she would get everything rushed. The day after the proposed closing date, the consultant started to ask for more income and credit based documents. She also was no longer reachable by phone, our agent could n't even get in touch with her. After submitting income-verifying documents, she attempted a Rapid Re-score to get the credit score from a XXXX to a XXXX. In the process she actually lowered the score to a XXXX! She also then blamed the drop on something else. At the end of being completely frustrated we saw the XXXX inquires she put on our credit. We inquired with her first company, to see if they could straighten out the mess. She then informs us, by email, that they might could help us. So she basically figured she could stall the process and in the meantime our credit score would go up the XXXX points. All the while not keeping us up to date and being illusive.
A few months ago Quicken Loans contacted me in regards to refinancing my loan to pay off debt and take some equity. I should currently have a 4.1 or maybe its a 4.2 interest rate, so when he told me that the {$20000.00} I wanted to take would increase my rate to 4.75 I said NO THANKS! Thats not a deal. Fortunately, today I looked at my statement and I see an interest rate of 4.75. Im like OMG! What happened! I then recalled the phone conversation of the guy trying to get me to refinance. So I logon to Rocket Mortgage and I see that my old loan was closed ... and it shows a date of XX/XX/XXXX! I never did this!! Im sooo upset!! I have 2 properties with Quicken and I refianaced them at the same time. I just looked at my other property info and it was refinanced XX/XX/XXXX ... .so thats when both properties were done. How can they do this to me and change my interest rate? What if I had not seen the mistake ... then what? What if I was the elderly ... and I didnt notice the mistake. This is sooo wrong! Just prior to sending you this email I sent an email to Quicken, so Im waiting to hear their excuses. Ugh!! Im so XXXX off! Please help! THANK YOU
I recently filed a complaint on XX/XX/19 with the CFPB ( complaint # XXXX ) which has been closed. I have attached a copy of my original complaint for your review. I do not consider this matter closed as the response from the company is not valid. To make a long story short, Rushmore Loan Management Services has refused to pay an incentive which was offered to me for completion of the Deed in Lieu process ( additional details can be found in my original complaint ).

The response provided by Rushmore 's loss mitigation department was simply that it was a requirement of the offer that the house must be left in " broom swept clean '' condition. As part of my original complaint, I attached an email from my loss mitigation representative, which addressed this very matter before the process was completed. Upon receipt of the offer, I was concerned with this issue because I did not have the financial resources to clean the house. As you will see, she assures me that the offer is a " generic '' letter and that the investor has already agreed to accept the house " as-is '' and the condition of the home will not affect my ability to receive the incentive. She stated that the property had already been secured and this would not be an issue. I have again attached a copy of this email for your review. 

This process cost me time and money. Not only did I miss days at work to deal with issues at this property over the 6 years the banks dragged their feet even thinking about getting the title out of my name ; I also had to pay an attorney to review the paperwork they wanted me to sign. Given that I had already been through a bankruptcy, I had no financial reason to follow through with a deed in lieu. I simply wanted this to be over and was counting on these funds to make up for some of the financial burden I had incurred over the past 6 years. 

The practice of offering incentives to individuals that are obviously having financial difficulties and then attempting to create a " loophole '' not to pay them is clearly an " unfair and deceptive '' act or practice which falls under the scope of UDAAP. Rushmore should be held responsible for this practice.
Peter & Roberts and Associates, have contacted me multiple times by mail and phone attempting to collect a a debt to XXXX XXXX which i do not believe that i owe. I 've asked them by phone to provide proof that i owe this debt and have been ignored. They do not belive they need to provide any proof other than an itemized list of charges of what they think I owe. I have been promised an itemized list but have never received XXXX to date. Today i called and spoke to a manager who promised me he will send an itemized list by mail.
I have never been late with XXXX XXXX XXXX they advised me to file a dispute with the credit agency 's. They don't show lates in their system
To Whom it may concern, I am writing to file a complaint about Navient, the student loan servicing company. 

I have had a lot of trouble over the past few years with this company and their practices. Their incompetence and unprofessional behavior has made it difficult to properly pay off student loans without calling back again and again over months to make sure the payment is applied correctly. Consumers should not have to babysit their financial servicing company, call back every week, for weeks on end, and make sure the thousands of dollars they just spent to pay off a student loan is applied correctly to the loan. 

Navient has also made it impossible for me to sign up for an automatic payment program on my private student loan, which is eligible for a 0.50 % interest rate reduction once signed up. I have been trying to get someone to help me sign up for 2 years XXXX it does n't work with their online dashboard ). They have documentation about my attempts to sign up for this as far back as XXXX XXXX. Many ( not all ) of the customer service staff are rude, have a very poor attitude and are insulting when calling to ask for help. 

I have begun calling Navient again to get signed up for this automatic payment so I may reduce my interest rates. This morning I have spoken with 6 different people, all of whom transfer me to the next department to essentially pass me on to someone else. A previous research investigation about the .50 % interest rate reduction was closed with no result, and no contact from Navient. 

Additionally, as I attempt to pay my loans off so I do not have to deal with this company again - I am reminded at how poor their website and dashboard system is. After making a {$500.00} principal payment to a loan, I received no email confirmation. There is no record of it online in the online dashboard management or account over the phone. The response is to wait 48 hours and call back. I find this to be unacceptable in this day and age. 

Finally, the organization of this company terrible. Upon calling to service my account, I can not speak with one person about my private and federal student loans. Employees have only 1/2 of the information to help you. The endless transfer back and forth between the split office, and to the collections department for payment, is deplorable. Each office works with different software, computer systems and information and as a result can not help you in a single phone call. 

Any entity that must transfer you between 3 departments over 90 minutes of being on hold in order to set up a single automatic payment clearly has major problems. This is not the type of organization that should be servicing hundreds of billions in debt. 

Thanks for listening
I sent a letter for a standing payment instruction, which stated that any amount paid greater than the amount due should be applied to the principal. I sent the letter on XX/XX/2019 to : XXXX XXXX Pennsylvania Higher Education Assistance Agency The Office of Consumer Advocacy XXXX XXXX XXXX XXXX XXXX, PA XXXX Re : Account Number XXXX The letter was sent with signature required and was received on XX/XX/2019 at XXXX to the Front Desk/Reception/Mailroom. I have not seen a change in for a greater amount paid to be applied towards principle.
I recently opened HSBC XXXX XXXX XXXX XXXX Credit Card. One of the main reasons was because of the free airport lounge access feature provided by XXXX. After accessing several airport lounges with the credit card, I was surprised to find the charges on my credit card statement. XXXX XX/XX/18 {$54.00} and XX/XX/18 {$27.00}. When I called HSBC to dispute these charges, I was told that I had to go online and register with XXXX before I can access the airport lounges. I did not see that requirement in the guide to benefits and terms & conditions ( will attach below ). I also called HSBC before my travels to confirm how to access the airport lounges and was told by customer service I only had to present my HSBC XXXX XXXX XXXX XXXX. Below is the email I sent to HSBC : Dear Customer Relations, I am very disappointed with the XXXX XXXX XXXX. One of the main reasons I switched to this card was for the airport lounge access. This is what is stated in the guide to benefits : " Before traveling, clients can log on to the XXXX Airport Experiences provided by XXXX website or access the smartphone app and view a list of participating lounges. '' This is exactly what I did and went to the participating lounges on the XXXX website. 

The guide to benefits also says " HSBC XXXX XXXX Elite XXXX credit card clients present their card or XXXX access QR code found in the XXXX XXXX XXXX provided by XXXX Smartphone app to gain admission for themselves. '' " To gain access to the lounges, a client only needs to quote " XXXX '' or XXXX XXXX XXXX at the participating lounge. Then the client simply presents their HSBC XXXX XXXX XXXX XXXX to the lounge operator or present their XXXX Access QR code. '' I presented the HSBC XXXX XXXX XXXX XXXX. I do not see anywhere in the guide to benefits, that says I must register with XXXX or must download the app. I also called HSBC customer service before my travels and confirmed to gain access to lounges I need to simply present my HSBC XXXX XXXX XXXX XXXX. 

I believe this is fraud and misrepresentation and HSBC should refund the lounge charges. I will be filing a complaint with the Consumer Financial Protection Bureau and pursuing a class action lawsuit. I don't think I am the only premier card holder affected by this. I will take my banking business elsewhere. 

Sincerely, XXXX XXXX
SLS mortgage company XXXX XXXX XXXX assessed 2 {$25.00} fees when I used their automated system to request a payoff quote. I made the two separate requests in the month of XXXX - on XX/XX/XXXX and again on XX/XX/XXXX. As of XX/XX/XXXX at XXXX PST, I still have not received the payoff quote. At the time that I requested the payoff quote, I was never warned that a fee would be assessed for preparing the payoff. My statement disclosures say that a fee may be assessed in " certain states '' but does not list an amount. When I didn't receive the payoff after the first request ( XX/XX/XXXX ), I attempted reach a customer service rep by calling the customer service number at XXXX on XX/XX/XXXX but was advised by automated system that the hold time to speak to a representative was more than 20 mins at which time, I elected to simply submit a second automated payoff request because I was unable to hold for that length of time and needed to return to work. Again, had the fee been disclosed to me by the automated system, I would not have made a second request. 

Still with no payoff quote, I contacted SLS again today, XX/XX/XXXX, and thankfully only had to wait 4 minutes to speak to a representative. I explained to the customer service representative that I had not received a payoff quote and had been assessed 2 {$25.00} fees, which had already collected from a large payment that I made toward principal on XX/XX/XXXX ( {$8000.00} payment ). When I objected to the fee because it was not disclosed to me and because I have still not received a payoff quote, the CSR offered to waive one of the {$25.00} fees and to fax the payoff quote that she had in front of her to me directly but noted that the payoff quotes are only good for 30 days and therefore, the one she would be sending me would only be good until XX/XX/XXXX. I advised the CSR that I do not have a fax machine and asked that they mail the quote to me. I voiced my concern that I would not receive the payoff quote by mail before it was no longer good and the CSR again asked me to provide a fax number, ( which I again told her I do not have ) and advised that if I could not provide a fax number then I would likely need to order a THIRD payoff quote, for another {$25.00}, because the one they had already prepared was about to expire. I again objected to the fee given that I still have not received a payoff quote and asked to speak to a manager. I was refused a manager, instead, after a hold, I was told by the CSR that she would submit a request to credit back the two {$25.00} fees that I had already been deducted from my last payment but noted that I would have to wait until XX/XX/XXXX before the fee credits would reversed and applied to my principal. After that, the CSR told me that I would have to call back again, after XX/XX/XXXX, to request the payoff for a third time and that they would add another {$25.00} fee to the payoff quote for the new request at that time.
I need help re Equifax. 

I have been trying to sign up for a security freeze with Equifax and seem to be on an endless loop of emails. I went to the website and entered all the information they requested. They said to wait for an email to continue enrollment ( which the other credit services didnt do enrollment was instantaneous ). 

I got the following email from Equifax : " It is time to take the final steps in enrolling in your free product, TrustedID Premier, by verifying your identity. To do this, youll need to answer some questions about yourself. Successfully completing this step will conclude your enrollment process and activate your product. 

To verify your identity and activate your product, please click the link below : https : //trustedidpremier.com/XXXX XXXX This link will remain active throughout the enrollment period, which expires on Monday, XXXX XXXX, XXXX. 

If you did not request this email or if you have any questions, please contact us at XXXX. 

Sincerely, Your Equifax Customer Care Team '' Again, I did everything they told me to do and was told, yet again, to wait for an email to continue enrollment. 

And around and around we go. 

I have called the Equifax customer service line twice on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and have told my story to the operator. On both occasions, the operators have said something along the lines of, Not the first time Ive heard this! 

On each occasion, I was told to call another number because my request had not been registered. The numbers I was given are : XXXX and XXXX. They are both constantly busy and I have not been able to get through. 

Can someone please report on this or help me in some way? Equifax caused this whole problem to begin with they should not be allowed to get away with shoddy treatment of their customers, who never asked to be customers in the first place. 

Thank you.
Issue Incorrect information on credit " Trans Union had a glitch in their system that violated the rights of their consumers under section 6.11. As a result, I have been gravely affected and my score is suffering as a result. No notice was ever given which is also a violation and I am requesting that ALL inquiries be removed : XXXX Inquiry XXXX/XXXX/XXXX. 

XXXX Inquiry XXXX/XXXX/XXXX. 

XXXX Inquiry XXXX/XXXX/XXXX XXXX XXXX XXXX/XXXX/XXXX
I am closing on a  XXXX  home in  XXXX , TX with the builder 's approved lender, Prime Lending as the lender.      XXXX   XXXX   17 : I  locked my rate for 60 days.     Given the following closing dates by the builder  XX/XX/XXXX       ( Verbal ),   XX/XX/XXXX ,  XX/XX/XXXX ,  XX/XX/XXXX ,  XX/XX/XXXX . Received an initial closing disclosure for  XX/XX/XXXX .      XXXX    XXXX    17 : M y rate lock expired because the builder still could not complete the home. Was told by the loan  Officer,  that I would have to pay a  1/4 penalty f or the lock expiring and lock at worst case rates. Was told new rate would last till  XXXX   XXXX   17.      Eventually told interest rate would be 4.375  % ( o riginal rate ) even though prevailing rates were 3.875 % - 4.000 %. Provided proof of a loan estimate from another lender at 3.875 % but they would not move on the rate. Also, my float down option went away completely. They eventually offered to pay for the rate lock expiration penalty, and {$880.00}.     Given new closing dates of  XX/XX/XXXX ,  XX/XX/XXXX , and  XX/XX/XXXX  Asked for a new disclosure several times, including via email on  XX/XX/XXXX  ,  XX/XX/XXXX , and  XX/XX/XXXX .       XXXX   XXXX   17 : Re altor asked for the builder 's representative,  XXXX   XXXX , for closing to be moved to  XX/XX/XXXX  or  XX/XX/XXXX  She refused and there are additional issues with home as well. In fact we will be unable to see our {$16000.00} wood floors until 2 days after closing (  XX/XX/XXXX  ) because they are being finished on the day of closing and dry fo r 24 ho urs. When asking to move the closing she also told me I would start accruing a {$200.00} a day penalty starting on  XX/XX/XXXX .     As of  XXXX    XXXX   on  XX/XX/XXXX I have not received the disclosure and my closing is tomorrow,  XX/XX/XXXX at  XXXX    XXXX   at a location  XXXX  miles from my current home.     I have consulted with the realtor and he recommended to file a complaint. It is both his and my understanding that when a rate lock expires, a new disclosure document is required and the 3-day window applies.     I have attached the last closing disclosure that I received.
My current mortgage holder, XXXX Mortgage, a Connecticut Company, sold my mortgage to Rushmore Loan Management Services, a Texas Company, on XX/XX/2015.
The terms of the mortgage were to remain unchanged.  When Rushmore sent me written confirmation they had me owning the wrong home and the wrong mortgage terms.  I called them and they corrected the records to reflect the correct home and mortgage terms in a letter to me dated XX/XX/2015.  However when they sent a billing they had the incorrect amount. I should be paying a total of $ XXXX per month and they are billing me  $XXXX.  I have called them multiple times and all I get is promises that they will investigate. In the mean while I have sent them XXXX payments of $XXXX for XX/XX/XXXX and XX/XX/XXXX but they have not applied either payment to my mortgage. They are calling me every other day dunning me for payment of the incorrect amount and telling me that I am XXXX months behind in my mortgage payments. I have spoken with XXXX different people at Rushmore and it is like beating your head against the wall.  Now they threatening to start foreclosure against me  and to report me to the credit reporting agencies while I am current in my payments.  I am fearful that their errors will cost me unnecessary legal fees and destroy my absolutely perfect credit rating. My wife and I are in our XXXX and do not need dealing with Rushmore.  Your help will be greatly appreciated.
So here once again to file yet another complaint about Home Depot .... filled one last month because there automated system told me what to pay, to find out from customer representative it was double ... Now this time it 's to file a complaint on how do I get charged {$35.00} late fees for over 5-6 months in the past to this month because this great automated system did n't take my payment on due date to find out I 'm only getting a {$25.00} late fee .... odd so u just once again made over {$60.00} off me .... then talking to the case person being told that she will not be doin anything untill I file a complaint here .... so here 's your complaint .... so Home Depot has made over {$200.00} on me from there doing and wo n't do anything about it .... time to pay this thing off and close and warn people never get this credit card ... over {$200.00} in there make believe fees, you people should be ashamed. And someone REALLY should be looking much further into them ....
I paid my bill of XXXX on the last statement and they for some reason refunded it then closed my account ... i then explian to tjem i did pay and can prove it in my bank statement that the money was refunded and they still closed my CC. I then said if your going to XXXX me then i wont pay whats on the balance. This was a few years back though. I would pay it but i feel they aint goi g to remove it anyways from my report