milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 09-06-2017 about Mortgage (Conventional home mortgage) with PHH Mortgage Services Corporation (CT).
Issue: Trouble during payment process

Complaint: For more than a year, the XXXX XXXX XXXX XXXX   website/XXXX XXXX XXXX website has not opened without problems. It has taken roughly 20-50 minutes each month for this website to open when it would open. Trying to pay my mortgage online from a device at home has been extremely difficult and time consuming, and sometimes, it was not possible to pay my mortgage online at all and I became late in payment because of their dysfunctional website. I spent about 2 hours on the phone with customer service over the course of several months trying to resolve my issues with their website not working. I used several different devices, browsers, and operating systems. 

Last month, I became unable to login to my mortgage account at all. I called on a Saturday morning at XXXX XXXX for assistance and was told that the mortgage division was n't available. On a weekday, shortly thereafter, when I could get away from work obligations for a short time, I called an " escalation expert '' about this. She said this was a known issue. She said that " a lot of people were having this problem '' and she took me through several steps to try to resolve the problem as if this was an issue she dealt with regularly throughout the work day. She mentioned things like, " usually this works, your last reset was in XX/XX/XXXX which was before we ..., so you will require a reset to be able to access the system ... '' It was very obvious from talking to her that she did this several times a day and that this was an issue PHH was well aware of that was impacting many, many customers ability to access their accounts online. ( Their phone system states, press XXXX to reset your account, press XXXX for everything else ). These steps still did not allow me to login. I was on the phone with her for about an hour. I eventually, had to go back to work or lose my job, so I had to end the phone conversation before my issue could be resolved. 

I called again on XX/XX/XXXX and spent another hour on the phone with XXXX XXXX who also could not resolve my login issue after several attempts. XXXX confirmed that I was charged at least one late fee and that I do not have a flawless payment history. This should not be the case. I have attempted to pay my mortgage on time every month, however the website did not always allow me to login. 

In XX/XX/XXXX, it is reasonable for a consumer to expect to be able to login to a creditors website and pay what is owed online monthly within 3-5 minutes successfully without issues once their initial login is created and working. Each time, this dysfunctional website blocks me from being able to make a payment online, I am incurring interest charges for the unpaid amount. This is what I am most upset about. PHH Mortgage Services prevents me from making a payment online, then they profit from that fact by charging me a late fee and additional interest.

Company response to consumer: Closed with explanation
Consumer complaint received 02/26/2016 about Credit card () with CITIBANK, N.A. (OR).
Issue: Advertising and marketing

Complaint: I have a promotional credit card with Home Depot. They regularly send me offers and I decided to take out a promotional card offering 0 % interest for a home improvement project. I did this a few years ago and it worked out very well but this time they started charging me interest on what they call a revolving balance. It 's on the XXXX page of the bill with no reference on the first page and it started after months of paying the bill. I feel this is misrepresentative/false marketing and a way to get more interest from consumers.

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 02-07-2017 about Student loan (Non-federal student loan) with Navient Solutions, LLC. (OR).
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint: I have submitted a form to release a cosigner from XXXX of my XXXX Navient private student loans. I have met the requirements listed here, https : //www.navient.com/assets/pdf/Application-to-Request-Release-of-Cosigners.pdf and was denied a release of cosigner because my cosigner, not I, had made the payments. The information that I would have to make the payments was not made available to me. On a following phone conversation I was told it was because my credit did not meet their required standards. I inquired about the required credit minimum and told it was not possible to tell. I was unable to learn the requirements by talking to the Navient representatives. There is no information regarding this available on their website and it was not sent to me.

Company response to consumer: Closed with explanation
Consumer complaint received 11/30/2016 about Debt collection (Payday loan) with Midwest Recovery Systems (NJ).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint: On XXXX XXXX I received a notification from XXXX XXXX that there was a change to my credit report. Upon checking my report I noticed an account sent to collections by Midwest Recovery Systems for a payday loan from XXXX XXXX XXXX that I did not take out. I received no notifications from either XXXX XXXX XXXX or Midwest Recovery Systems informing me of the debt nor were there any attempts to collect. My first time hearing of this account was when I received the notification from XXXX XXXX and signed in to check my reports. Furthermore, a XXXX search for XXXX XXXX XXXX turned up no results leading me to wonder if such a company even exists. I did not contact Midwest Recovery Systems as I fear this is a scam. Instead I disputed the items with XXXX and XXXX and filed complaints with the XXXX, the Missouri Attorney General 's Office ( Midwest Recovery Systems allegedly is located in Missouri ), and the Federal Trade Commission.

Company response to consumer: Closed with explanation
Consumer complaint received 04/16/2015 about Credit reporting () with EQUIFAX, INC. (MN).
Issue: Incorrect information on credit report
Sub-issue: Account terms

Complaint: I viewed my credit report from Equifax and was very upset to see incorrect information on my credit file. I had a XXXX XXXX acct where I was charged for an auto repair that was never done yet the auto mechanic would not give me back my vehicle without payment of which I used my XXXX XXXX card and immediately filed a dispute with them explaining what happened. The mechanic lied to them about the charge of which they told me I had to get another mechanic repair report of which was submitted. They refused to accept the report that the work was not done that was paid for and would not remove it. I continued to complain to them about it as they were sending me statements of which I had to pay even though I did not receive the auto repair that was charged for. So I told them I could no longer send payments for something I never received. My XXXX XXXX acct was eventually bought by XXXX XXXX. That hurt my credit history of which I then contacted the MN Attorney General for help. They were very good in helping me with this problem and were able to force XXXX XXXX to remove the derogatory information that was hurting me as I am in the middle of buying a home! To my shock I find out today that Equifax is still posting this plus they had an inquiry from XXXX that I never had any contact with yet it shows as an inquiry. Equifax said the XXXX XXXX information has not been updated since last year!!! I asked them why their information is n't current? They said it is up to the company 's to update information on customers accts. I filed a dispute today but am very upset that the credit reporting agency 's are not requiring monthly reporting for the public. I told them I have a letter I can fax them from the MN Atty General 's office where it states that XXXX XXXX agreed to remove this from my credit report. They said they would not accept the letter from the Atty General, they will only accept what XXXX XXXX sends them within 30 days. I do n't know what to do. I am in the middle of buying a home and this is only going to make things worse. Equifax does not have current, correct information for the consumers and something needs to be done to ensure the unsuspecting public is protected from having incorrect information as well as current information on their credit files/history. When companies buy debt from creditors they should be held to the same standard as credit card companies or anyone who extends credit. Please help me if you can! This is just not right! I have a letter from the MN Atty General Office as well as a letter from XXXX XXXX where they state they would remove this from my credit history. To date, that has NOT been done. Let me know if you want me to fax them to you since I ca n't seem to attach them to this complaint. Thank you!

Company response to consumer: Closed with explanation
Consumer complaint received 02/14/2017 about Mortgage (Conventional fixed mortgage) with Ditech Financial LLC (CA).
Issue: Loan servicing, payments, escrow account

Complaint: On XX/XX/XXXX Ditech Financial LLC opened a escrow account for our mortgage without our authorization and paid our Homeowners Insurance without our authorization. XXXX XXXX, our Homeowners Insurance, sent Ditech a proof of insurance form and Ditech paid for it without our authorization. Since XX/XX/XXXX I 've been on the phone for hours with Ditech to get this resolved, to be sure XXXX received our payment from Ditech on time before we got additional charges from XXXX for late payments, we had to pay Ditech back for the homeowners insurance payment to close the unauthorized escrow account, and I sent Ditech a letter to close the escrow account. Later, I started to get charged {$81.00} to my mortgage bill for this escrow account, which I previously closed, both for my XX/XX/XXXX and XX/XX/XXXX mortgage bills. I 'm currently working to get this charge removed again for my XXXX mortgage bill payment. I was advised by the representative that there is no guarantee this wo n't happen again XX/XX/XXXX when my homeowners insurance is due again. I was advised that if Ditech receives a bill or a delinquent statement from XXXX, or any company, in the future they will reopen an escrow account without my authorization and make this payment before I even have a chance to pay it directly to XXXX or any company. I was previously advised by XXXX XX/XX/XXXX that my agent NEVER sent Ditech a bill or a delinquent statement. Farmers simply sent a proof of insurance form to prove we have homeowners insurance, which is legally required. Ditech has refused to look at the actual documents XXXX sent them to prove what XXXX actually sent them, while XXXX has checked their system and sees that they simply sent a proof of insurance. The Ditech representatives simply look at the title Ditech representatives post on their own computer system but they refused to open the actual document to read the actual forms sent to them.

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 12-02-2016 about Credit reporting () with Experian Information Solutions Inc. (CA).
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting my free annual report

Complaint: CA N'T GET MY FREE ANNUAL CREDIT REPORT FROM EXPERIAN. THEY GIVE NO REASON WHY, JUST THAT SOMETHING PREVENTS THEM FROM GIVING IT. ALMOST EVERY YEAR I HAVE TO FILE A COMPLAINT TO GET IT, INCLUDING LAST YEAR. I HAVE NEVER HAD A PROBLEM WITH THE OTHER XXXX CREDIT AGENCIES AND I GET ANNUAL REPORTS FROM ALL XXXX FOR MANY YEARS. I NEED YOU TO FORCE EXPERIAN TO GIVE ME MY FREE ANNUAL CREDIT REPORT, LIKE YOU DID LAST YEAR, AND TO CORRECT THEIR SYSTEM SO I DO N'T HAVE TO FILE A COMPLAINT EVERY YEAR.

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 09-09-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (NY).
Issue: Problem with fraud alerts or security freezes

Complaint: I have a security freeze on my social security number with all three of the major credit bureau companies, as a result of a fraud in XXXX. With the data breach at Equifax between XXXX and XXXX of XXXX, I am unable to find out from Equifax if my stolen data provides someone with enough information to lift the freeze. Equifax 's incident response line is unable to answer my question. That is an unacceptable response. They allowed my data to be stolen. They should be able to tell me whether or not I am at risk of additional fraud.

Company response to consumer: Closed with explanation
Consumer complaint received 04-10-2018 about Vehicle loan or lease (Loan) with BANK OF AMERICA, NATIONAL ASSOCIATION (WA).
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint: Complaint : Charged {$10.00} Finance fee for making a principal Payment Account : XXXX Bank of America I mailed a {$300.00} check for to B of A for a principal only payment. On XX/XX/XXXX this payment was posted in three parts. A principal payment of {$250.00} ; a payment of {$50.00} of which {$40.00} was applied to principal and {$10.00} was a finance charge. The instruction stated principal only payment. My previous payment of {$440.00} posted on XX/XX/XXXX was the regular payment of P & I. 

* XX/XX/XXXX contacted B of A by online bank secure message outlining the problem * XX/XX/XXXX received response to call them * XX/XX/XXXX responded that the problem was easy to fix, if they need to call they could call me * XX/XX/XXXX a  representative ( or stated so ) called me, identified himself as BofA, started to ask personal identifying information ( which I refused to answer as they called me ) and stated they could not help me if I did not provided personal information. I refused and told them they should just credit back the finance fee. They hung up.

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 10-09-2015 about Mortgage (Conventional adjustable mortgage (ARM)) with Caliber Home Loans, Inc. (CA).
Issue: Loan modification,collection,foreclosure

Complaint: On XXXX XXXX, 2015 my home windows were plastered with Trustee Sale papers for all my neighbors to see. 

I immediately called XXXX XXXX, the " single point of contact person '' assigned at Caliber home loans to find out whatwas going on. When i called she said, that caliber and trustee corps were going to sell my home of 17 years. I told her that this would be a grossviolation of my home-owner bill of rights due to the following:1. I was in an active " Dispute of the alleged Debt '' from XXXX and that I did not owe the alleged amounts that they are alleging. 

2. I have an active " Request/Demand for production of QWR and Debt Validation proof '' 3. I have an active " loan modification '' package on this account if and when Caliber can establish the " alleged amounts that they are claiming as due. 

4. I have not received any mail. email nor phone call with notices of any default or of the upcoming foreclosure sale. 

5. She said that Caliber got this account XXXX and that they took it and they did not have to communicate anything I told her that I have not received any good bye mail nor notice of the previous XXXX nor a hello or notice of Caliber as the foreclosing bank or entity and that she and I spoke in XXXX XXXX and that she was going to mail me information which i never received, never the less I sent them an " official debt dispute '' on XXXX and since then have n't received anything from them. 

Therefore, they should immediately " stop '' the sale of my home. 

As of today, they are changing my single point of cantact, have not given me any information and appear to be pushing to sell my home of 17 years. 

I need your help to stop them from doing so especially, while all of this is being sorted out and investigated.

Company response to consumer: Closed with explanation
Consumer complaint received 03/17/2017 about Student loan (Non-federal student loan) with AES/PHEAA (NC).
Issue: Can't repay my loan
Sub-issue: Can't decrease my monthly payments

Complaint: I filed a complaint ( Case # XXXX ) against American Education Services last year for not working with me on my private student loans. Now I 'm in an even worse position due to the same problem. XXXX of my loans have gone into default. This company is terrible at coming up with a solution for account holders to pay. I 've called several times and been dismissed by customer service reps and supervisors saying there 's nothing they can do. They forwarded my accounts to a collection agency ( XXXX ) that lied to me on three occasions saying that if I made a {$500.00} payment that they could negotiate a lower rate for me. Never happened! I am about to be a mother in XXXX and my employer brought the loan default to my attention. I 'm in a position where my loans can be garnished. I 'm disgusted with this company and in need of a resolution. I ca n't even refinance my loans due to these companies destroying my credit score.

Company response to consumer: Closed with explanation
Consumer complaint received 02-03-2016 about Mortgage (Conventional fixed mortgage) with CITIBANK, N.A. (MD).
Issue: Loan modification,collection,foreclosure

Complaint: At the time I purchased the Condo my old last name was XXXX ( I am now married thus my last name is now XXXX ) I purchased a Condo and it is being financed by Citi Mortgage. For many years I was able to maintain on time payments for the Condo as well as the HOA fees. Years afterwards I found myself in a financial hardship due to family issues, I hurt my back and had to miss work and a change of job which had a lower salary. I notified CitiMortgage for a loan modification. After many years and an excessively amount of paperwork they lowered my loan less than a XXXX This was gave me no more relief because I was no longer making the money I had presently been making. So after a year I submitted for another Loan modification, but to no avail. So after much consideration I decided to put it in for a Short Sale. I contacted a XXXX representative named XXXX XXXX and her firm along with XXXX XXXX attempted several times to show and get a buyer for the Condo. At least 3 times we had contracts in and after Citi Mortgage continued to drag there feet and prolong the process each one of the buyers backed out of the contracts. After discussing our other option with our Realtor she informed us that we should contact Citi Mortgage and attempt to get the necessary paperwork to try to do a Deed in Lieu. After many failed attempts to resolve getting rid of the Condo because we can no longer afford this property we are reaching out to you with hopes you can get in contact with them and get us the necessary relief and paperwork to start the process of the Deed in XXXX. Thank you in advance for all your assistance in this extremely urgent and important matter. Also financially we are also now taking care of our XXXX grandkids so we just can not afford the Condo and are trying to save face and just get rid of the Condo respectfully. We do not want to go through a foreclosure so after discussing our legal options we feel this would be best for both parties involved.

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 03-03-2016 about Bank account or service (Checking account) with JPMORGAN CHASE & CO. (TX).
Issue: Account opening, closing, or management

Complaint: My husband and I went bankrupt. The house was forclosed on, with a balance due us in the amount of approx {$67000.00}. They, unknown to us, were corresponding to a vacant house and mailed our check there. They they had our current phone and address. why woudl they mail it there and they had our lawyers name! WE have tried to track down the money. Chase opened a strange account in my name, depositing my money. Then are telling me its Purged??? Every person I contact, has a new story, no one can find the deposit. I attached the account number they opened the account in my name with and all limited documentation as my house burned down. I pulled the court record off the internet. Please help us. We are XXXX and XXXX. 
Kind regards, XXXX XXXX and XXXX XXXX ( XXXX ) XXXX XXXX XXXX daughter XXXX. 
XXXX XXXX XXXX, XXXX XXXX XXXX tx XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 12/29/2016 about Mortgage (Conventional fixed mortgage) with OCWEN LOAN SERVICING LLC (SC).
Issue: Loan modification,collection,foreclosure

Complaint: I have been trying to get a loan modification with Ocwen. Over the last three months I have been given conflicting information. Some examples of this are : 1. On XX/XX/XXXX I spoke with Loss mitigation rep XXXX ID # XXXX. She confirmed she received my profit & loss statement through XX/XX/2016. On XX/XX/XXXX XXXX XXXX ( XXXX ) ID # XXXX told me they never received any profit and loss statement from me and it needed to be resent. 
2. On XX/XX/XXXX I spoke w/ XXXX ID # XXXX who told me I needed to send in a new RMA and paystubs and an explanation for a discrepancy ocwen claimed was in the YTD of my payroll ( they refuse to send this 'discrepancy ' in writing so it can be reviewed. I see no discrepancy and neither does my payroll manager. ) on XX/XX/XXXX XXXX ID # XXXX told me those documents were never requested. 
3. On XX/XX/XXXX I asked XXXX # XXXX to escalate the file as I felt I was being given false information and there was a lack of competency on the part of Ocwen and my modification. She said she did n't know how to do that or what that was. After I told her I was going to complain to the CFPB, she told me she COULD escalate the file. She refused to comply until threatened with the complaint. 

Basically, Ocwen is fighting me tooth and nail because they want to illegally foreclose on my home. They so far refuse to review me for loan modification in good faith. I have been lied to given false information over and over. I need help.

Company response to consumer: Closed with explanation
Consumer complaint received 08/26/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with JPMORGAN CHASE & CO. (CA).
Issue: Getting a credit card
Sub-issue: Application denied

Complaint: I applied for a XXXX XXXX XXXX XXXX XXXX card through Chase bank on XXXX XXXX XXXX in order to earn the XXXX mile bonus they were offering if your spend {$3000.00} in the first 2 months possessing the card. I previously had this credit card, but was eligible for the bonus as I had not received the bonus in over 24 months. For the first time in my life I was denied credit with the the stated reason being " Too many credit cards opened in the last two years associated with you '' ( XXXX ). It is true that I go from card to card to earn these sign up offers, but my credit score is XXXX and they are just denying me because I do not carry a balance, nor do I keep the card beyond a years so I do not incur an annual fee. 

The firm did not provide me with a copy of my credit report. They did not provide a phone number or email to contact them. They simply made this decision not to honor their offer because it would cost them money that they would not get back in margin, interest, and fees. They should not be allowed to make such an offer, if they will not honor it for all potential customers whether they will be revenue generating or not to Chase. 

NB : I closed a different credit card the day prior so that I would have no net increase in credit line

Company response to consumer: Closed with explanation