milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 12-07-2015 about Mortgage (Conventional adjustable mortgage (ARM)) with RUSHMORE LOAN MANAGEMENT SERVICES LLC (VA).
Issue: Loan servicing, payments, escrow account

Complaint: My husband and I have always paid our mortgage. Included with each payment is an amount to go towards escrow. This includes taxes and our homeowners insurance policy payments that each are paid once per year. The amount paid towards the insurance yearly is {$1300.00}, which comes from our monthly mortgage payment of {$1500.00}. Our servicer/mortgage company, Rushmore, was responsible and has been making the insurance payment for the last several years. 
On XXXX XXXX, we received a notice from the insurance company, XXXX, that they would be cancelling our policy due to non-payment. I got on the phone right away with XXXX, speaking with XXXX, who then put me on a XXXX call with Rushmore, rep. XXXX ID XXXX. XXXX confirmed that Rushmore had sent the insurance payment on XXXX XXXX to a XXXX, XXXX address. XXXX stated their only address for payments was in XXXX, XXXX. He also wanted to know when they could expect the payment. XXXX said they would need to track down the XXXX XXXX payment, and then would send a new check.She said it would take a couple of days. 
I called XXXX to confirm payment had been received on XXXX XXXX. No payment received and they did another XXXX call. The Rushmore rep. XXXX ID XXXX said that they still had n't found the first check, but that they would issue another XXXX and wanted to send it overnight to XXXX. I called again XXXX XXXX, but XXXX had n't received anything. Another XXXX call with Rushmore rep XXXX ID XXXX, produced the same scenario, he said they had n't found the old check, but that they would send another one right away, and needed an overnight address, which the rep from XXXX gave. I had another call on the XXXX, speaking to XXXX, and her supervisor XXXX ID XXXX, who assured another check would be sent, and still researching the old check. She again got the overnight address from XXXX. XXXX XXXX, XXXX and XXXX calls on those days produced the same results, with no check being received, but promises to send a check overnight, and asking for the overnight address. On the XXXX call, XXXX asked for me to send a no loss letter. I sent it the next day on XXXX XXXX. On XXXX XXXX call, they asked for another no loss letter, and I sent that XXXX XXXX. I called back XXXX XXXX, again no payment received, XXXX call with Rushmore, with a promise to send the payment overnight. As of today, XXXX, no payment has been received, and XXXX notified me that my insurance policy can no longer be reinstated. At this point if I want the same insurance coverage, my premium will go up from {$1300.00} to {$1400.00}. That may not seem like much, but we would n't be in this position of not having homeowner insurance or having to pay a slightly higher premium had it not been for the carelessness of our mortgage company and servicer, Rushmore Loan Mortgage Servicing. We have always paid on time, with the expectation that they would do the same for escrow items.

Company response to consumer: Closed with explanation
Consumer complaint received 08/26/2015 about Debt collection (Other (i.e. phone, health club, etc.)) with TENET HEALTHCARE CORPORATION (FL).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt was paid

Complaint: I reviewed my credit report and I see a collection SYND Office - XXXX General Hospital but no contact information a ZERO balance. The transaction was PAID and over 10 years ago.

Company response to consumer: Closed with explanation
Consumer complaint received 11-06-2017 about Checking or savings account (Checking account) with U.S. BANCORP (CA).
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint: On XXXX/XXXX/XXXX my account was overdrawn while I was very ill. I hadnt noticed this until XXXX when I replenished my account and also out of the hospital. I can not afford the overdraft fee and while I tried to explain my circumstances to a phone banker, she refused to take my illness as an excuse. I fully understand US Banks overdraft policy, however I believe {$36.00} is extremely egregious. Overdraft fees effect low income individuals the most, so such an expensive fee is very taxing on individuals at that income level. I dont think its fair that such a high fee can be assessed, without any room for budging for difficult life circumstances. To US Bank : life happens to everyday people, and to profit so greedily when your customers are literally in the most financially difficult time ( and in my case, most difficult medical time ) is both upsetting and deeply difficult to handle. I can not afford these fees, you are profitting tremendously, and your lack of human compassion is extremely troubling.

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 05/17/2016 about Credit reporting () with EQUIFAX, INC. (IL).
Issue: Incorrect information on credit report
Sub-issue: Information is not mine

Complaint: A number of items are showing up on my credit report that are inaccurate. I took the time to send debt validation letters to each inaccurate account on my record. Most, if not all of the creditors never took the time to properly validate my debt. Most did not even respond to my validation letters. 

I sent a dispute to the credit bureaus showing all of the documentation ( including certified mail receipts ) in order to prove that the creditors had not properly validated my debt and ask that it be removed from my account as is my right by law. Equifax replied by mail to tell me that all of the invalidated debts were still mine and staying on my credit report. As I start to look for a house, I am sure that these collection accounts will keep me from getting a mortgage even though the debts have not been validated as is required by law.

Company response to consumer: Closed with explanation
Consumer complaint received 04-07-2016 about Student loan (Non-federal student loan) with The Regional Adjustment Bureau, Incorporated (CA).
Issue: Dealing with my lender or servicer
Sub-issue: Keep getting calls about my loan

Complaint: The debt collection agency Regional Adjustment Bureau is trying to collect {$18000.00} for an old private student loan, even though the 4-year California Statute of Limitations on the original loan has expired. They call my cell phone, and the phones of my family members, constantly. Sometimes, they do n't even say anything when I pick up. When I do speak to any of their representatives, they are always rude and threaten to sue me or take me to court over the debt. They have also put my debt in collections, which affects my credit report.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 09/23/2017 about Mortgage (Conventional home mortgage) with OCWEN LOAN SERVICING LLC (FL).
Issue: Struggling to pay mortgage

Complaint: GMAC recently withdrew their certificate of authority to transact business in Florida but yet Ocwen under GMAC 's name is making it very hard for us to keep our home. We were recently offered a short payoff by Ocwen to satisfy our mortgage loan debt. We requested an initial extension in order to organize our finances to payoff the mortgage debt. Ocwen asked that we withdraw our pending notice of error before they could consider our request for an extension. We did so in good faith and meanwhile Ocwen did not inform us that the number of days to our deadline had started. Ocwen then came back and denied the first request for an extension. Ocwen would not grant us an extension after Hurricane Irma devastated areas of Florida to allow for an inspection by the lender. We also showed Ocwen our commitment letter that said we would get funding contingent on an inspection of our home. Because of Irma the initial inspection was cancelled. Most of Florida was without power on XX/XX/XXXX and almost every business was closed and most counties were under mandatory curfews. The Supreme Court of Florida even granted an extension in the courts because of Hurricane Irma in XXXX XXXX XXXX where our home is located, but Ocwen refused to and they did not provide a reason why it could not grant the extension. Our attorneys repeatedly asked for an extension after that to allow for the inspection to occur. Ocwen denied our request and said the deadline was XX/XX/XXXXwhich was 5 days after Hurricane Irma. Prior to foreclosure we made all our loan workout ( modification ) payments in XXXX to GMAC. This was the same time that GMAC declared for Ch XXXX bankruptcy. Ocwen bought the servicing rights out of the Ch XXXX bankruptcy and prematurely foreclosed on us in XX/XX/XXXXbefore they had boarded the loan to their system and under the incorrect default date. Ocwen postXX/XX/XXXX was required to check the servicing file when they boarded the loan in XX/XX/XXXX. Had Ocwen done what was required of them, they would have discovered that the default had changed and that we had a work out agreement and seen that we over paid on our payments. We retained new counsel that filed a motion to vacate the final judgment on the basis that the loan was modified by the time the judgment was entered and therefore Ocwen or GMAC could not foreclosure. The judge asked the question what was the point of Ocwen keeping the payments we made if Ocwen did not have any intentions on modifying the loan but the judge ultimately ruled against us. Ocwen caused us to incur more legal expenses as they fought vigorously to take the deed of our home. Ocwen then recently gave us a new payoff that was exactly {$200000.00} more then the original payoff after Hurricane Irma again with no explanation why.

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 04/13/2016 about Student loan (Federal student loan servicing) with ACS Education Services (GA).
Issue: Dealing with my lender or servicer
Sub-issue: Need information about my balance/terms

Complaint: On XXXX XXXX, I went to studentloans.gov to consolidate my loan. XXXX XXXX has already submitted the XXXX to XXXX and that loan has been consolidated. However, ACS Education is refusing to provide the XXXX ; therefore delaying the consolidation. It is supposed to take 30 days, and it has been way longer than that. This consolidation is necessary as it affects my debt to income ratio for qualifying for a mortgage. I am unable to get approved for a mortgage until they do. Is there anything that you can do to help me expedite this request.

Company response to consumer: Closed with explanation
Consumer complaint received 06/18/2015 about Payday loan () with Western-Shamrock Corporation (TX).
Issue: Can't contact lender

Complaint: i had a loan at western finance in XXXX texas. they closed and sold my loan to sun loan without notifying me XXXX. i had no idea until i went and the building was empty. do i still owe this loan to the new creditor since i didnt sign papers with them or know they were taking over my loan?

Company response to consumer: Closed with explanation
Consumer complaint received 02-02-2017 about Bank account or service (Checking account) with BANK OF AMERICA, NATIONAL ASSOCIATION (NJ).
Issue: Making/receiving payments, sending money

Complaint: I have a Bank of America checking account that offers online Bill Paying. I also have a Bank of America " Platinum Plus for Business '' MasterCard under my name. When I go to Bill Pay to pay this MasterCard, their have programmed their computer to pay my B.O.A. MasterCard bill FIVE DAYS LATER. I believe that this is intended to extract unscrupulous late fees and interest from cardholders that pay less than five days before the MasterCard bill due date. Proof : many other payees get credited in XXXX or two days. It can not take longer for Bank of Amarica to " pay Bank of America MasterCard '' than it does for them to pay outside payees.

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 09/28/2016 about Student loan (Non-federal student loan) with Student Assist Plus LLC (MS).
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint: I spoke with XXXX XXXX at XXXX Loan Consolidation on XXXX XXXX, 2015. He assured me that once I went through the process and paid {$590.00} to consolidate my loans, they would pay my loans off. I would pay $ XXXX/month. I have been paying since XXXX 2015 and contacted XXXX to discuss my total loan amount that I saw on their website. It was {$2000.00} more than my initial amount and they told me that my loans had not been paid since XXXX 2015.

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 12-06-2017 about Credit card or prepaid card (Store credit card) with CITIBANK, N.A. (OH).
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint: I placed orders on XXXX XXXX order # XXXX. My XXXX XXXX card was charged I have not received any order. When I called Customer Service I was told the order was canceled but I XXXX charged {$110.00}

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 06-05-2017 about Student loan (Federal student loan servicing) with Navient Solutions, LLC. (FL).
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint: The past few months XXXX 2017 through current, I have made formal disputes regarding Navient inaccurately reporting a debt they claim I owe. I am disputing the debt amount. Navient claims that I owe a loan balance of roughly $ 220k, but they ca n't find the consolidation documents that XXXX XXXX sent to them nor the Master Promissory Note to justify the balance. Navient referred me to NSLDS to find loan amount details and to XXXX for the MPN that they should have on file. Well, I do n't trust the info on NSLDS because Navient is reporting this information to NSLDS and the credit bureaus without proper evidential support. Even so, when I look onto NSLDS and perform the calculations it seems as though some loans were be consolidated twice and some loans that were not paid through consolidation are also being included in the total debt amount. When I went over the debt calculations as reported on NSLDS with XXXX XXXX, supervisor of the ombudsman department, and the social media department, the debt they are claiming I owe includes debts that were already consolidated previously through XXXX and XXXX XXXX and debts that were paid off through other methods other than consolidation. The social media representative at Navient noticed this as we were on the phone calculating debt and said she would email XXXX to verify if the loans were paid through consolidation or not. I am positive that XXXX would not have this information because they told me since they transferred it over years ago, they did n't keep any information on file. Yet, Navient continues to report the inaccurate information on my credit file. I have also filed a formal complaint to the US Department of Education in which they just referred it back to Navient to complete and thereafter closed the case after Navient sent an inaccurate spreadsheet that does n't align with NSDLS. US Department of Education did not facilitate an investigation of their own, they merely reassign it back to Navient. Also, when I check XXXX, there was no MPN on file. Ultimately, I feel that Navient is not listening. I am getting nowhere with them. No resolution ... just aggravation. HELP

Company response to consumer: Closed with explanation
Consumer complaint received 04/25/2016 about Bank account or service (Checking account) with BANK OF AMERICA, NATIONAL ASSOCIATION (TX).
Issue: Using a debit or ATM card

Complaint: XXXX XXXX IN THE EVENING TIME I HAD LOGGED INTO MY BANK OF AMERICA ACCOUNT ONLINE TO SEE THAT THERE WERE FRAUDULENT CHARGES FROM A XXXX XXXX A XXXX IN THE TOTAL AMOUNT OF XXXX. AS SOON AS I SAW THIS AND REALIZED THAT MY DEBIT CARD HAD BEEN STOLEN FROM ME BY WHO I STILL PRESUME TO BE IN CONNECTION TO MY OLD ROOMMATE AND HER FRIENDS. BANK OF AMERICA IS NOT 24 HOURS SO I COULD NOT GET IN TOUCH WITH ANYONE BUT THE AUTOMATED PHONE SYSTEM SAYING TO CALL BACK DURING BUSINESS HOURS. 
SO THE ONLY THING I COULD DO TO PREVENT ANYMORE FRAUDULENT CHARGES IN MY ACCOUNT WAS TO LOCK THE CARD WHICH A FEATURE THAT BANK OF AMERICA HAS ONLINE TO PREVENT USAGE OF THE CARD. I CALL THE NEXT BUSINESS DAY TO DISPUTE THE TRANSACTIONS AND A COUPLE OF DAYS LATER I WAS REFUNDED HALF OF THE AMOUNT IN WHICH BANK OF AMERICA A COUPLE OF WEEKS LATER HAD TAKEN BACK THE CREDITS REFUNDED IN THE AMOUNT OF {$1500.00} SAYING THAT NO ERROR HAD OCCURRED BECAUSE MY PIN WAS TYPED IN CORRECTLY ALLEGEDLY WHEN I AM THE ONLY AUTHORIZED USER HOWEVER DUE TO BEING OUT ON THE WEEKEND, IT WAS POSSIBLE FOR SOMEONE TO HAVE BEEN OVERLOOKING MY SHOULDERS BECAUSE THAT IS THE SAME TIME THAT MY CARD WENT MISSING WHEN I WAS WITH A GROUP OF FRIENDS AND FRIENDS OF FRIENDS. I HAVE ASKED THEM TO TAKE ANOTHER LOOK AT THE CASE AS THIS WAS CLEARLY FRAUDULENT AND SOMEONE HAD COMPROMISED MY INFORMATION TO EXTRACT FUNDS THAT I HAD NO PRIOR KNOWLEDGE TO NOR HAVE DEALT WITH BEFORE AND SO BANK OF AMERICA DENIED MY CLAIM AND REFUSED TO GIVE ME MY MONEY AND STILL IS AN ONGOING FIGHT TO GET MY MONEY BACK THAT I DID NOT PARTICIPATE IN OBTAINING AND THAT I AM A VICTIM OF FRAUD.

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 04-11-2018 about Debt collection (Credit card debt) with SYNCHRONY FINANCIAL (TX).
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint: I have a six year old account that was charged off by XXXX XXXX XXXX and once a year the credit card company reports a current late payment on an account that was closed and charged off over 5 years ago.

This action caused a 35 point drop in my credit score and my inability to get a XXXX  citi card to buy XXXX XXXX. I am also unable to refi my house and the rates have gone up twice costing me many of thousands of dollars over the term of the loan.

This is retaliatory and unfair. It is also very intentional designed to damage my credit.

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 07/13/2017 about Student loan (Private student loan) with Navient Solutions, LLC. (IN).
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint: I was in University from XX/XX/XXXX-XX/XX/XXXXand had Private Loans with XXXX XXXX. When XXXX XXXX created Navient, I was handed over to them as my loan provider - not by choice. Since then, I 'm received no help whatsoever or counselling on the best way to repay my loans and the best options for myself. Over the last 7 years I 've gone through different jobs, with varying income levels and no one has helped me to find the best repayment plan - I had to do that on my own. What I did n't realise and was n't warned about with the repayment plan I 'm currently on is that it has varying interest rates. For instance, my loans with the highest interest rates at the end of XXXX were 11 % - now they 're 12 %! 12 % interest on a {$1500.00} loan is absolutely ridiculous. If I had the money to pay off the principal I would do it in a heartbeat, however I struggle to pay the $ XXXX monthly payments as it is ( I also have Federal loans which were with XXXX XXXX XXXX but were moved to XXXX for $ XXXX ). Only in the last few years has that {$280.00} barely contributed to paying off the principal balance - most, if not all of it goes to interest payments. With my work bonus last year, I wanted to pay off some of my principal payment - the ONLY way to do this through Navient is to send through the mail a physical check and a LETTER explaining what to do with the money and where to apply it. They do n't allow you to make principal payments online or any other way. When they received the check that I sent for a large sum, they applied this incorrectly which then took many phone calls to finally correct. Each time I 've sent anything above the monthly payment amount, the money has been allocated incorrectly. I think Navient need to be much better at how they process their payments and allow you to pay principal online - also, they need to actually ADVISE their borrowers ( who did n't choose them in the first place but were handed off to them! ) on the best options for them - which wo n't mean paying over double the original loan amount overtime.

Company response to consumer: Closed with explanation
Consumer complaint received 06/18/2017 about Mortgage (VA mortgage) with SERVICE 1ST MORTGAGE, INC. (FL).
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint: To whom this may concern, I received a letter in the mail about a special offer for VA loan for 2.25 % back in  XXXX .  2017 . So I called  1st s ervice mortgage that 's in  XXXX  Fl, to ask about the offer. I was told yes I qualified for the offer becau se my credit score wa s high enough and I have n't miss any payments on my loan. He proceeded to tell me that I can miss the f irst two months of payments and make my first payment on the third month. My rate will stay at 2.25 % for three years and only go up 1 point after the 3rd year. Then I can lock my loan in for 30years at 3.25 % as long as I keep my credit score up ov er  XXXX . So I ask him what happens if I do n't keep my score up, then he said I need to get out of the loan because my % rate will go up. So I said as long as my credit scores stay up I can stay locked in for 30 years at 3.25 % and he said yes. I wanted to be sure of that percentage rate because  my 1st loan was at 3.87 % and I was n't going to take a loan that would put my interest higher than my 1st lo an was. So we did the closing on  XXXX   XXXX ,    2017  and he also said that I would get an escrow return back between {$2000.00} to {$2200.00}. I only received {$1100.00} back and a smaller escrow of {$200.00}, but I only received {$100.00}. Now I found out that my  credit score has nothing to do with locking my rate in, it 's determined by the market so my % rate will go up any way. I have learned that they will charge me way to much to do a VA loan like this. The loan officer i s  XXXX   XXXX  who made the loan and my pay off for the loan was {$210000.00} the amount is now {$220000.00}. I find out this was to much.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation
Consumer complaint received 12-03-2015 about Credit reporting () with EQUIFAX, INC. (NM).
Issue: Incorrect information on credit report
Sub-issue: Information is not mine

Complaint: I have sent Equifax requests to investigate and remove unauthorized inquiries from my credit report/file that were not initiated by me and they are not responding.

Company response to consumer: Closed with explanation