davidheineman/consumer-finance-complaints-large huggingface dataset:
Consumer complaint received 2016-07-24
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: Seterus, Inc. (CA)

I have sent CFPB a complain early this year, case number XXXX and XXXX, regarding my mortgage modification with XXXX XXXX XXXX and Seterus. XXXX gave me a modification on XXXX XXXX, but then the loan servicer transferred to Seterus after that. I have paid all the XXXX required payment to make the offer final. However. Seterus starting to return my payment from XXXX XXXX, I was not able to get a solution, which forced me to contact CFPB. Now, after a whole year of struggle, I have got a Seterus offer, however there are substantial difference which I want answer but not get yet. 
I have talked to XXXX XXXX ( loan owner ) and Setetus, but was told that I had better to sign the contract otherwise it will be void and I will have to go through the whole process again. 
The new offer did not even give me a full account of how the total amount of the loan is calculated, why there are substantial difference between the terms and conditions of the XX/XX/XXXX and XX/XX/XXXX one. This loan is going to be with me for 40 years. How can I be expected to sign something that is not clear to me? I have got a letter recently from Seterus, in the letter Seterus admitted that there are errors in calculate the loan amount. How can I be expected to sign it when the offerer already knew something is wrong in the offer, and not yet correct it? 
My concern is that the deadline of this offer is XXXX/XXXX/XXXX, which is 7 days later. Although I have a written question list sent to Seterus, I have not get any answer yet. Although Seterus admitted that its offer has errors, it has not corrected it. My XXXX payment to the offer is been returned by Seterus, just as my XXXX payments to Seterus. All these evidence signaled me that Seterus did not really want to give me an offer as the one XXXX gave me. Seterus just wanted to appear that they gave me an offer! All they want is to have me to start the whole process again and force me to pay a lot more than what I have been offered now!
Consumer complaint received 2016-06-09
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A. (NY)

In XXXX 2016, I was prompted to open a Citibank CitiGold checking account with a bonus offer. The bonus offered XXXX Citi ThankYou points in exchange for opening a CitiGold account and scheduling two bill payments from the newly opened account. XXXX Citi ThankYou points equals {$400.00} in gift cards as stated in the terms and conditions I received when opening this account. 
After enrolling with the promotion code, I contacted Citi and received confirmation that the offer was attached to my account. 
On XXXX XXXX, 2016, I confirmed with Citi that I fulfilled all terms of the offer and to expect my bonus on or before XXXX XXXX, 2016. On XXXX XXXX, 2016, I did not receive my bonus points as promised. 
On XXXX XXXX, 2016, I initiated an online chat via the Citibank website with XXXX and explained that I did not receive my points. XXXX said I should have already received my points. An internal investigation was opened. Case number XXXX. 
On XXXX XXXX, 2016, Citi 's investigations team informed me that my bonus was denied for the following reason : " There was not a ThankYou Points promotion offered in conjunction with the opening of your account. '' On XXXX XXXX, 2016, I appealed this denial, citing written confirmation from Citi that : The promotional offer is attached to my account and ; I qualified for the promotion and ; I met all requirements to receive my bonus. 
On XXXX XXXX, 2016 XXXX at a Citi customer service center informed me that the offer in question requires the original bonus mail insert, which would have been sent out 6-8 months ago. 
It was explained to me that the original insert is required to prove I qualified for this offer, despite numerous interactions with representatives who assured me I have qualified and met all requirements to receive my bonus. I disposed of this mailer after opening my account, and it is unreasonable to expect customers to keep old advertisements for over 6 months. 
On XXXX XXXX, 2016, My appeal was denied. I appealed again. 
On XXXX XXXX, 2016, XXXX at the Citigold customer service department acknowledged my appeals and attempted to submit my case to the Escalations Unit. She apologized for my experiences and said that many other clients are in the same situation. 




I have been assured by Citi that I met all requirements to receive my bonus, the bank is now refusing to honor their end of the agreement. Citi must credit my account immediately or additional steps will be taken to collect my promised bonus. I am extraordinarily unhappy and suspect that Citi routinely and systematically defrauds their customers. 

Sincerely, XXXX XXXX
Consumer complaint received 2016-08-02
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A. (NJ)

complaint against Citimortgage , Inc who refused to give me a fair appeal process after loan modification denial. Citimortgage sent notification to me on XXXX/XXXX/16 stating all foreclosure activity would be stopped until determination was made on my loan modification request. Short Sale was scheduled for XXXX/XXXX/16. No call nor notification was received from Citimortgage, nor my Citi mortgage rep, Nor Citi 's lawyer to state the short sale was stopped. My personal rep kept calling Citimortgage for 3 days with no avail ; finally, on XXXX/XXXX/16 after calling Citi for XXXX hours she finally spoke to a manager to ask about the stop of the short sale, noone could give and answer. I had to take a day off from work to personally go to the sheriff dept to adjourn the short sale on XXXX/XXXX/16. Later, my rep got another manager who said the loan modification was denied. My personal rep requested the denial letter and the terms for the appeal process. She was told the denial was not generated from the system as yet and noone know what the letter states. We had to wait for the denial letter. She made an appointment to speak with the Citi rep handling my file who took 2 days to have a phone conversation in regards to a sensitive matter. On XXXX/XXXX/16 my personal rep spoke to my citi rep who would not give a reason for the denial, since the denial letter had not been received. She also request the appeal process guideline requirements and questioned Citi as to why the short sale wasnt stopped during the review process. She was simple told the Citi will not stop the sale. The same evening of XXXX/XXXX/16 my Citi mortgage assistant rep XXXX XXXX sent me an email ( after normal business hours ) requesting additional documentation, pay stubs, etc, to be submitted to the underwriters because of the impending sale date. I was asked to upload all requested documents to my file by XXXX/XXXX/16. Giving only a few hours to turn in documents for a appeal. The original denial letter was now received on XXXX/XXXX/16 which states my income wasnt enough to modify. However, the income stated as documented was only XXXX of my actual income and my rental income was n't considered.. On XXXX/XXXX/16 I received a letter dated XXXX/XXXX/16 saying all my documents are in review. I 'm not sure if the letter is based on the new documents requested in the unfair appeal timeline or an generically generated letter. This has been an extremely extremely stressful process with Citimortgage and their process that cause undue stress on me and my family..
Consumer complaint received 2015-09-14
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: CITIBANK, N.A. (NY)

In XXXX I received a notice from Macy 's American Express that my account was overdrawn. Knowing that I had not used the card since the original purchases I made when I opened the account more than a year ago, I contacted them and reported the fraudulent charges. It was a frustrating phone call and process - which took about 45 minutes. When I received the fraud packet in the mail a few weeks later, I completed and faxed all requested information back to the company as directed, two weeks prior to the deadline. For the last 4 weeks, I have been unable to successfully speak with the fraud department or anyone on behalf of Macy 's American Express to determine where they are in the investigation. Every time I call, it says that the office is now closed ( I have tried through out the day, up to 10 times or more a day ) or I am rerouted to someone in collections and it takes a long time to explain that I am not delinquent on the account or going to make a payment on it because I am not responsible for the charges. I am getting harassing collections calls daily. I have explained that the charges were fraudulent and the I have filed a claim but the calls have not stopped and the callers do n't listen to what I am saying but instead ask me to make a payment. I am very clear in explaining why I 'm not making a payment. Finally, after long wait times and having to insist several times that I need to speak with the fraud department, I was transferred to a woman in fraud prevention ( note prevention, not investigation ) who explained that they recently converted to a new phone and computer system and she could n't see any record of my filing the complaint, but said not to worry because it was probably part of a 4 week back log in the department. I asked her what I could do about the collections calls because I am concerned about my credit. I said that it would seem that the system they use does not " share '' information in a way that would prevent the harassing phone calls while a fraud claim was under investigation.
Consumer complaint received 2015-08-11
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: M&T BANK CORPORATION (DE)

M & T Bank allowed XXXX to charge my debit card in the amounts of XXXX on XXXX/XXXX/2015 ( XXXX late fee ) & XXXX on XX/XX/XXXX ( XXXX autopurchase ) I contacted the bank and advised these were unauthorized charges and disputed the charges. I was given a provisional credit for the charges only to have it reversed and M & T sending me a letter stating the charges were not in error. They also send me a invoice for a purchase my daughter had made on XXXX/XXXX/2015 for XXXX with her amozon account information and email address. Not my account nor did I made a purchase from amozon anytime this year. The book was purchased using my daughter account with amozon and other means as this was not a purchase with my debit card nor did I authorize the withdraws and still am disputing these charges. M & T Bank 's representatives stated many times because XXXX has my account information from a prior purchase they can withdrawn the funds from my account? How can they take money from my checking account and the bank allows this without my authorization just because they have my information. M & T sent me a invoice to show me the reason for the charges was a purchase on XXXX/XXXX/2015 using XXXX XXXX account at amozon in the amount of {$26.00} dated XXXX/XXXX/2015 and shipping slip for XXXX/XXXX/2015 and they reversed the credit for a book that my daughter must have bought with her debit card ( no charge on my account for a book on XX/XX/XXXX or XX/XX/XXXX for the initial rental. I do n't think because the company had my information they should take it out of my account because we have the same address and they assume I have a book? This is not my purchase. The bank should reverse the debit to my account from amozon and not allowed this to happen. I want my money taken from my account returned as they took it without authorization to do so just because they had my account information? That does not make it ok
Consumer complaint received 2017-03-10
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: M&T BANK CORPORATION (NY)

Traditional IRA account opened with predecessor bank, XXXX, for a 60 month CD that matured XX/XX/XXXX. Upon maturity of the CD I requested that the proceeds be transferred to a new IRA Custodian. M & T Bank applied a {$75.00} " XXXX '' and deducted this amount from the transfer ( took the money out of my IRA account ). I was never told of this fee, I was never asked if I wanted to pay the fee separately rather than have it deducted from savings, and the original IRA agreement with XXXX made no mention of this egregious fee.
Consumer complaint received 2015-04-29
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Gold Star Finance, Inc. (TX)

I am writing a complaint against Gold Star Finance in XXXX XXXX, TX. I recently sent them a certified Cease and Desist letter with the help of my financial counselor after a hardship I am experiencing that has caused me to default on a loan. I can no longer pay them as I only have {$800.00} a month in Social Security to live off of. This morning I was harassed over the phone from Gold Star Finance & gt ; They stated they were sending someone over to my house. Also when my home health provider tried talking to them over the phone to let them know it was not necessary they threaten to call XXXX on her because they claim I am being abused by her. I am afraid for my safety. My Financial counselor and I made a police report over the phone and this evening an officer will be coming by my home to take the rest of my report against Gold Star. I know I owe them the money however I can not afford to pay them. I was paying them up until last month however because I paid them I fell behind my utilities and had to get assistance through community resources to keep my electricity from being cut off.
Consumer complaint received 2015-10-26
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: CarMax, Inc. (TN)

I was sold a lemon. Battery keeps getting killed off. XXXX will not fix the issue claiming I do not drive the car enough. There is a more serious problem going on. This in addition to fuel system pressure issues caused by faulty design of gas flapper. Even carmax corporate is giving me XXXX and refuses to deal with the situation. Not to mention the car to loan value is XXXX. USED cars are being sold for more than they are worth, and multiple tv ads all seem to claim that this process is normal and that this is a average car price. BlueBook clearly indicates that this is fraud.Consumers are not made aware of blue book prices on these vehicles when making purchase.Additionally I am being consequented for being on XXXX and getting paid around the XXXX, not when they want to get paid.This is also common practice with XXXX and XXXX. Lender complains when they get paid after I do, and not before when funds are simply not available.
Consumer complaint received 2016-08-25
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Social Finance, Inc. (CA)

Sad, but true! 
An ongoing issue for the past 8 months! 
Sofi is our new lender to refinance some private student loans. 
Referral incentive for the amount of {$300.00} has not been paid as promised months ago! 
Have documented emails from the management team with incorrect information and false hope! Numerous phone calls have been made, but no one even cares to resolve the situation. {$300.00} is not a lot of money, but false advertisement and terrible customer service makes us really upset! A copy of emails can be submitted upon request! 
Thank you! 
An Update : just spoke to XXXX XXXX, customer relationship consultant. 
She called me while I was about to submit this complaint. I did let her know and asked her what would have she done if she were in my shoes, and her response was to " let it go ''! 


The manager ( s ) keep having us wait with
Consumer complaint received 2017-01-02
Product: Debt collection — Non-federal student loan
Issue: Communication tactics — Frequent or repeated calls
Company: SLM CORPORATION (MI)

Messages by an automated machine have been left 3 times today already. This is despite a previous call where I specified that I would call back in a few days to resolve the issue. 

Messages were left at XXXX, XXXX XXXX. It should be noted that more calls are possible.
Consumer complaint received 2016-08-04
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: Fay Servicing, LLC (PA)

Our discharged mortgage was sold by XXXX XXXX to an unknown investor XX/XX/XXXX with Fay Servicing LLC out of XXXX, IL being the new servicer. We were promised by Fay Servicing that they would help us stay in our home and that they would grant us a legitimate mortgage on the current market value of our property. This has not happened, to date. We filled out financial papers and then by XX/XX/XXXX the representative called us saying we were approved for a modification of the old discharged underwater mortgage. We were confused. The representative then told us that the deal is we would pay three monthly good faith payments at {$2600.00}, then after that the payments would be monthly {$2400.00}. Then they said after a year we could get a real mortgage at the current market value of our home. So we agreed and I had asked for this in writing which we were told would come in the mail which it did on XXXX XXXX XXXX. Problem is, the contract was NOT what the representative told us. On these papers, it said we had to come up with on XXXX XXXX XXXX {$7800.00}!!! There is no way that we could come up with this much cash in three weeks time! Especially after all the financial hardship we have endured thanks to the collapse and slow down of the economy after XX/XX/XXXX. We showed these papers to our attorney, and he said there was a discrepancy and that it is not clear so he told us to send in a payment of {$2400.00} which is what we could manage. They cashed this check then we get a phone call several days later. Then we received a threatening phone call that if we did not come up with the money by XXXX XXXX, they would proceed with foreclosure!! We do n't want this we want to stay in our home! We have been mislead and deceived by Fay Servicing since the beginning of the year. We require that they stick to their word originally and stop jerking us around! This is fraud, unprofessional and demeaning to us as a consumer.
Consumer complaint received 2016-06-13
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA (FL)

I was told in may that I would be getting my new bill on XXXX XXXX and that two weeks after that I would be notified on my new repayment plan under repay. On XXXX XXXX, 2016 I still had not received my forced deference bill and called to find out what was going on. I was told by employee XXXX that I did have a bill but that It would not post to my account and as soon as I paid it I would then get my new repayment plan in about 14 days. I paid the {$5.00}. Then On XXXX XXXX I got a bill for the amount owed. I again paid the amount again which if I had been given the correct information I would have only paid once. Aside from the fact I was prohibited from making a payment on a payment plan now I can not trust the information that I am being given by Fedloan servicing. The customer service personnel need to be properly trained not to give information if they do n't know.
Consumer complaint received 2015-04-20
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC. (FL)

Suntrust Mortgage continues to charge me $ 20/month for a property inspection when the account is less than 45 days late. It has been disputed to no avail. This is on top of the late fees. I am also receiving mail from XXXX XXXX XXXX XXXX ( XXXX ) claiming that they have been hired by Suntrust to " Advise '' me of this debt. I have contacted Suntrust, by phone, and Suntrust claims that they have not hired XXXX. I have sent a drop-dead letter by certified mail to XXXX. They have continued to send me mail and XXXX actually showed up at my house on Saturday, XXXX/XXXX/15 requesting my driver 's license to verify information.
Consumer complaint received 2016-10-03
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: AES/PHEAA (OH)

Since XX/XX/XXXX, American Education Services has increased the interest of my student loans. Account number in reference is XXXX. Please see below. 
LOAN INFORMATION Loan Program Current Owner Disbursement Date Interest Rate Interest RateEffective Date PEPLN NCT XX/XX/XXXX 5.180 % XX/XX/XXXX LOAN INFORMATION Loan Program Current Owner Disbursement Date Interest Rate Interest RateEffective Date PEPLN NCT XX/XX/XXXX 5.200 % XX/XX/XXXX LOAN INFORMATION Loan Program Current Owner Disbursement Date Interest Rate Interest RateEffective Date PEPLN NCT XX/XX/XXXX 5.250 % XX/XX/XXXX There is no specifics as why the increase in rates for 3 consecutive times within a year. I would like to investigate and find a resolution. 

Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Phone XXXX XXXXXXXXXXXX
Consumer complaint received 2016-03-28
Product: Mortgage — FHA mortgage
Issue: Credit decision / Underwriting — 
Company: SUNTRUST BANKS, INC. (NY)

My name is XXXX XXXX on XXXX XXXX 2016 I was pre qualified for the home I wanted to buy in XXXX XXXX by suntrust mortgage loan number XXXX. My credit score is over XXXX I have been workin for the same company for 8 years and I have money in the bank. After an enduring process of all these unheard of stipulations they had me doing which went on for more than 2 months harassing my boss constantly on the phone and getting him to write letters, as if i havent been working and paying my taxes, Also including work on the house before I owned it telling me i was conditionally approved if I fixed certain things, I had to get a licensed contractor, a licensed ac guy, and a licenced electrician which cost a pretty penny I met all there demands. I feel these people from suntrust were biast towards me because I 'm from XXXX they were n't acknowledging me throughout this process constantly ignoring me and my phone calls not being helpful with the loan process which we know can be a hassle actually making it more difficult for me because it 's my first home. I 'm an American from a XXXX backround my father was a XXXX XXXX and retired one in the great city of XXXX they treated me like I was n't raised XXXX yrs in this great free country we call the United states, My closing date was XXXX XXXX that week the lender wasnt ready with the paperwork instead of giving reasoning to why they were n't going to make the closing or to get in contact with the seller or title Co to extend my closing which was XXXX XXXX, At XXXX XXXX on XXXX XXXX they called me on the phone and verbally declined me, no email nothing written on paper stating why they declined my loan which the law requires to be done. I felt they were XXXX and biast towards me because there is no reason to deny me the loan I meet all the necessary credentials. All I want is to live the American dream and buy my first house a place I can settle down and eventually raise a family. Thank you for your time XXXX XXXX