milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 12/22/2017 about Mortgage (VA mortgage) with LoanCare, LLC (WA).
Issue: Trouble during payment process

Complaint: My mortgage was sold to Loancare LLC in XX/XX/XXXX. We registered on their website to make the monthly payments via the web. When I tried to make my current payment, although I have fifteen day grace, I realized the company added a {$10.00} fee to my payment. As I read down the page, they started to charge their customers : On or 1-4 days after due date - No Fee 5-9 days after due date - {$5.00} 10-15 days after due date - {$10.00} Our due date is the first of the month and we paid it on XX/XX/XXXX. We have email & receipt confirmation of such, but they did not process/post the payment until XX/XX/XXXX. 

This was the first time we had to pay any such fee since our mortgage was sold. Ive made multiple calls to them and have had reps tell me it was a late fee or a service fee. When I would tell them this was a VA loan, they would change it to a processing fee. When I asked why we never had this until this month, they said the info was posted on their site a few months ago. I told them I never received this change in writing, as we have all of our monthly statements from them, the reps said again, it was posted online. 

I also asked how they could just change my terms and charge this fee, they would say if its paid before due date, there is no fee. So this is a late fee disguised as a service fee, where they fiddled with the dates to increase the fee to their benefit. The fee was listed as a One Time Draft Fee under a separate section. 

When I asked why my payment was not credited as being paid on the eighth, I was told its credited as the day its processed, not when its paid. This is clear violation of the Board of Governors of the Federal Reserve Systems XX/XX/XXXX final rule, that added 226.36 ( c ) to Regulation Z concerning mortgage loan servicing practices. Section 226.36 ( c ) requires loan servicers to credit a payment to a consumer 's loan account as of the date it is received, provided the consumer is not penalized by the delay in posting. 

I asked to speak to a manager and was told to submit my complaint in writing.

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 10-07-2017 about Student loan (Federal student loan servicing) with Navient Solutions, LLC. (NC).
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint: I am writing to dispute the payment process used by Navient XXXX regarding disclosure of interest charged to my student loans. I have written and verbally asked the company to send monthly statements showing the beginning balancing and ending balancing of the loans. In return, I received unclear information and no documentation about monthly statements pertaining to my student loans. I have checked my loan accounts on several occasions and spoken with Navient customer representative to ensure that my loan is not being calculated in error regarding the interest. I became frustrated when the response to the same question is a different answer. Therefore, I begin sending letters to Navient. However, the information that I am receiving from Navient to explain the accrued unpaid interest is not indicating the monthly beginning and ending balances. At this point, I am reaching out to you for assistance to protect myself as a borrower and to have my complaint filed. The amount that I am disputing is unknown because of the error in the accrued interest that has been calculated by Navient. Moreover, my loan began with XXXX XXXX and XX/XX/XXXX was the first payment and XX/XX/XXXXwas the first payment made to Navient. I want Navient to be accountable of charging what appears to be double interest to my loans and to reverse the interest that is not correct. 
I have been paying principal and interest on the loan but the total amount has continued to increase ( i.e. accrued unpaid interest dated XX/XX/XXXXin the amount of {$570.00} ). I 've called the customer service department on several occasions to receive an explanation and have not been given a satisfactory answer to why the total amount continues to escalate. Also, I 've asked for paperwork showing how interest was calculated for my loans and receive an example of a random account situation, which did not assist me regarding my account. I received history balance documentation dated XX/XX/XXXX on my account, but not an account statement that indicates start and ending balances.

Company response to consumer: Closed with explanation
Consumer complaint received 08-12-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (NY).
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint: I have disputed an account twice with the credit bureaus stating for them to send me proof on how they are verify the account. they have failed to send me any type of proof. I have attempted to reach the company and spoken to XXXX at XXXX XXXX ( disputed account ) and she stated she didnt have any information on my account and was unable to validate anything. So if the company is unable to validate the account what information is the credit bureaus able to verify.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 05-01-2016 about Debt collection (Other (i.e. phone, health club, etc.)) with I.C. System, Inc. (CA).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt resulted from identity theft

Complaint: I received a letter from XXXX stating that my information was compromised from the XXXX servers and that my information from a XXXX acct that i applied for was taken. I did not open a XXXX acct. I applied and was denied. But my personal information remained on their servers and was taken and a fraudulent charge of XXXX $ resulted. I have uploaded the letter from XXXX. Id like this negative mark on my credit removed removed since it is NOT MY ACCOUNT.

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 10-01-2017 about Debt collection (Mortgage debt) with CITIZENS FINANCIAL GROUP, INC. (MD).
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint: On XX/XX/XXXX a Presentment under notary seal of dispute and verify the alleged debt was sent to XXXX XXXX XXXX XXXX XXXX XXXX CFO XXXX XXXX. XX/XX/XXXX a Notary Certificate of Dishonor and Non-Response was sent. XXXX XXXX XXXX XXXX continued to send collection notices for this debt that they would not validate under the THE FAIR DEBT COLLECTIONS PRACTICES ACT, FAIR CREDIT REPORTING ACT, 15 USC 1692G AND TRUTH IN LENDING ACT. On XX/XX/XXXX XXXX XXXX XXXX XXXX accepted a permanent loan modification fully satisfying the alleged debt. Money Order # XXXX was accepted and applied to alleged debt on XX/XX/XXXX having the Contract statement written in a conspicuous place : Full Satisfaction of all Claims. The terms of the contract are clear according to XX/XX/XXXX Maryland Code COMMERCIAL LAW 3-311 & UCC 3-311. The alleged debt has not been discharged according to law. XXXX XXXX XXXX XXXX is now threatening foreclosure by way of the UNITED STATED POST OFFICE.

Company response to consumer: Closed with explanation
Consumer complaint received 06/26/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (LA).
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: I must start with the CFPB is a godsend when assisting consumers. You helped me resolve getting insurance money that XXXX would not issue me BUT now XXXX will not correct a 30 day late payment that they assured me would not be reported to the bureaus. I 've spoken with the Ombudsman office several times and they tell me the same thing, that its been submitted. I 've called XXXX and Experian ( which is another nightmare in it 's self because of 3 party language barrier ) but I can not get any resolve. XXXX has correct the XXXX XXXX 30 day late. But XXXX and Experian when they try and call XXXX they get a different person every time and a different story every time. Neither XXXX nor Experian will correct the XXXX late payment based on the multiple letters from XXXX to me. They tell me they must verify with XXXX and XXXX will not verify they reported it incorrectly when the bureaus call them. I have that in writing from XXXX with the letter dated XXXX XXXX. XXXX then sent me another letter on XXXX XXXX stating they did not report incorrectly but as a " courtesy '' will report it as current. None of which has happened. I luckily was able to refinance my home with a local lender but had to take a higher interest rate because of this error by XXXX. I have every right to sue them but at this point just want to be done with this despicable company and pray in the near future they will be dealt with by their many victims.

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 06/25/2015 about Credit card () with CITIBANK, N.A. ().
Issue: Credit determination

Complaint: I am a self-employed American citizen who has been living abroad for 26 years. I have owned properties in the XXXX, XXXX and XXXX and have good credit ( took a mortgage for 19 years ). I now plan to move XXXX and pursue my work there. I applied for an XXXX XXXX XXXX/Citibank card but was denied the card because I have no credit history. They also refused to allow my sister ( who has good credit ) to cosign on a card. I tried then to get a simple credit card from XXXX ( where I have maintained a checking account for many years ). They also denied me a credit card. This is simply unacceptable that I am not being given a chance to start my life with simple financial products as a healthy XXXX year old. Because of this bad credit score, it is making it difficult to even take a lease on a property without a guarantor or full payment upfront.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 04-06-2016 about Mortgage (FHA mortgage) with WELLS FARGO & COMPANY (GA).
Issue: Loan servicing, payments, escrow account

Complaint: RELATED TO CFPB CASE XXXX WELLS FARGO BANK. 
XXXX XXXX XXXX STATES XXXX XXXX XXXX IS INVESTOR / OWNER OF MORTGAGE LOAN. PLEASE PROVIDE PROOF OF THIS STATEMENT. ALSO REPORT THE DATE OF PURCHASE OF MORTGAGE LOAN AND NAME OF SELLER. XXXX XXXX XXXX STATES FOR HOME OWNER TO CONTACT SERVICER WELLS FARGO BANK. PLEASE PROVIDE LETTER OF WELLS FARGO BANK ASSIGNED AS SERVICER OF MORTGAGE LOAN BY XXXX XXXX XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 04/25/2016 about Debt collection (Other (i.e. phone, health club, etc.)) with Ad Astra Recovery Services Inc (TX).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt resulted from identity theft

Complaint: XXXX XXXX took out a fraudulent internet loan for XXXX dollars in 2014 and has hounded me ever since to pay off a loan that I never made. After sending in a police report and sending all of my information to XXXX, they refuse to release the non payment status of this fraudulent loan on my credit report. When contacting their customer support line, they told me that my birth year was incorrect. Seriously, I know when I was born but apparently the identity thief did not. And somehow XXXX XXXX still gave out the loan anyway. This has been a consumer nightmare and XXXX XXXX is a bad, bad company. Beware.

Company response to consumer: Closed with explanation
Consumer complaint received 12/14/2017 about Checking or savings account (Checking account) with TD BANK US HOLDING COMPANY (NY).
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint: TD banks is blocking my access to external applications

Company response to consumer: Closed with explanation
Consumer complaint received 09/13/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (MI).
Issue: Problem with fraud alerts or security freezes

Complaint: The major credit reporting agencies currently charge consumers for a credit freeze. 

It is unconscionable that these companies use our personal information without consent, and do not properly protect the data in their care ( see the recent XXXX breach ), and then charge us to freeze our credit reports. 

All credit report freezes/unfreezes should be free, especially in the light of the recent XXXX breach that put 140 million people at risk of identity theft. Credit reporting agencies should n't be able to profit off of their own negligence by charging their unwitting and unwilling consumers for a credit freeze/unfreeze.

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 04/29/2016 about Credit card () with AMERICAN EXPRESS COMPANY (UT).
Issue: Other

Complaint: XXXX is ending it 's relationship with XXXX XXXX and in doing so is transferring all of their credit cards to XXXX XXXX cards. I have not applied for a XXXX XXXX XXXX and yet a new card is being issued in my name. How is this possible. I do not want a new visa card and I did not apply for one. According to XXXX and XXXX XXXX the only way to cancel this card is to cancel my XXXX card or wait until XXXX XXXX and then cancel the new XXXX card. Either of these items will show up on my credit report. I am very unhappy with XXXX and XXXX XXXX that they can open a new account in my name that I have not applied for and never do I want. Is XXXX so large that it can do whatever they want with my financial records? Shame on XXXX and shame on XXXX XXXX!

Company response to consumer: Closed with explanation
Consumer complaint received 03/20/2017 about Debt collection (Credit card) with Weber & Olcese, PLC (MI).
Issue: Taking/threatening an illegal action
Sub-issue: Attempted to/Collected exempt funds

Complaint: I am a single mother of XXXX children, who works part time XXXX hrs per week, XXXX of my children have XXXX and receive SSI XXXX benifets from Social Security. This company garnished my checking account which was from my children 's benefits which was being used for them and to pay bills. They garnished {$2200.00}. On XX/XX/2017

Company response to consumer: Closed with explanation
Consumer complaint received 02/14/2018 about Credit card or prepaid card (General-purpose credit card or charge card) with NAVY FEDERAL CREDIT UNION (TX).
Issue: Closing your account
Sub-issue: Company closed your account

Complaint: My Identity was stolen recently and all my accounts and everything was frozen. I was unable to make any payments or do anything at the moment so I notified Navy Fcu what was going on and they stated they could not help there was nothing they can do that they would be reporting me late to the credit bureaus. They have been unwilling to help me with anything

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 03-08-2017 about Mortgage (Conventional fixed mortgage) with WELLS FARGO & COMPANY (MA).
Issue: Loan servicing, payments, escrow account

Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 30 days past due as of XX/XX/2012 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get 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 09-12-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (MO).
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint: Equifax mishandled my personal information including name, social security number, address, birthdate, driver 's license number, and possibly more. They allowed a data breach to occur in XXXX XXXX, and they confirmed I could be affected on their website, www.equifaxsecurity2017.com. They have put myself and millions of others at risk of identity theft/fraud due to negligent security protocols in handling consumer information. They are further attempting to capitalize on the situation by signing injured parties they are responsible for up for " trial periods '' of their ID protection services. The negligent loss of personal information of nearly 200 million consumers is unconscionably unethical, and it is further unreasonable that they are not directly notifying every single person affected by this incident.

Company response to consumer: Closed with explanation
Consumer complaint received 05-11-2015 about Credit card () with CITIBANK, N.A. (NY).
Issue: Billing disputes

Complaint: I have been in contact with the Citibank to settle their Sears Master card, as they as they promised to take a small sum. But without giving me a chance, they have been addingbeen adding late fees, interest, etc., every month to furhter inflate the total balance. Their customer service does not help, nor theirsenior officials.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 04-06-2018 about Debt collection (Other debt) with I.C. System, Inc. (TX).
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint: I've sent multiple letters to this agency about this not being my account. After being advised by identitytheft.gov, I've completed and sent a fraud affidavit via certified mail. I can see they received it, but nothing has changed. See supporting documents. Even the USPS tracking.My official complaint is against IC SYSTEMS. My information was used to obtain an apartment, cell phone, and an auto loan with my ex-partner. I am a victim of identity theft and have put this off for too long. I've completed the proper steps, 1. notify creditors 2. police report 3. informed the state of Texas.

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 01/25/2018 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (NM).
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint: Experian, XXXX and XXXX XXXX are not responding to any of my requests to investigate, verify and remove accounts from my credit reports that do not 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 09-01-2015 about Bank account or service (Cashing a check without an account) with BANK OF AMERICA, NATIONAL ASSOCIATION (MA).
Issue: Account opening, closing, or management

Complaint: I recently went to cash a check at a XXXX, MA branch of Bank of America. It was a BoA check made out to me. They asked for my photo ID, which was reasonable, which I provided. They then stated that in order to cash the check, I would need to submit to fingerprinting. There was nothing on the check stating that in order to cash it, I would need to submit my biometric data to a corporation. I felt that this was an unreasonable breach of privacy and offered to provide a great deal of other ID that I had on me such as credit cards, driver 's license, social security card, etc but nobody would cash my check without a fingerprint. I should n't have to be made to feel like a criminal for simply trying to cash a check from that bank without having to submit my biometrics. I would like to see the CFPB pass a regulation forbidding this practice as it is an unreasonable breach of privacy in order to accomplish a task so mundane as cashing a check.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 06/29/2016 about Debt collection (Medical) with Works & Lentz of Tulsa, Inc. (OK).
Issue: Communication tactics
Sub-issue: Used obscene/profane/abusive language

Complaint: I settled the debt with XXXX XXXX Hospital through Works & Lentz for {$1400.00} which was paid on XXXX/XXXX/16. On XXXX/XXXX/16 I received a letter from the Oklahoma Insurance Department regarding my complaint against my insurance company at the time, XXXX. In that letter dated XXXX/XXXX/16 XXXX states that they have executed a letter of agreement with XXXX XXXX for payment of the claim. 

I contacted XXXX XXXX on XX/XX/XXXX to follow up and they stated that the claim was paid on XXXX/XXXX/16 in the amount of {$1500.00} and that I would have to contact Works & Lentz regarding the overpayment as the account is no longer with their office. 

I then contacted Works & Lentz on that same day, XXXX/XXXX/16 and spoke to XXXX who stated that my account has been XXXX out and that if a payment comes in they will have to issue the refund to me. She said that they had n't received a payment from XXXX XXXX yet. 

I called XXXX XXXX again on XXXX/XXXX/16 to find out when the payment was sent to Works & Lentz and was told by XXXX that the payment had been forwarded to Works & Lentz on XXXX/XXXX/16. I called Works & Lentz back and spoke to XXXX XXXX regarding the overpayment. She could n't find my account even after I provided the account number as if my account no longer existed. She said that she would send the information to management to review but that she could n't guarantee anyone would call me back. 

I am due a refund in the amount of {$1400.00} in a timely fashion but instead I am getting the run around from all involved.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation