milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 09/19/2017 about Mortgage (Conventional home mortgage) with RoundPoint Mortgage Servicing Corporation (FL).
Issue: Trouble during payment process

Complaint: My loan was purchased/sold to round point mortgage. I made payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX for the amount of {$2000.00} in agreement with the mortgage and escrow payments required. The double payment in XX/XX/XXXX was due to a miss payment when setting up the auto-pay when the mortgage was purchased. It was the payment of XX/XX/XXXX. The payment for XX/XX/XXXX and XX/XX/XXXX was $ XXXX due to a shortage in escrow balance. Round point had a higher minimum amount that the original loan agreement. The next due payment is now for {$2300.00}. Again an increase in escrow due to a shortage. Under further investigation into my account, Under Taxes I am not listed responsible for XXXX  XXXX for {$2000.00} and for XXXX XXXX {$1700.00} ( the county I live in ). That is the reason my escrow has increased. This is a mistake by Round-point mortgage adding the additional county erroneously. In my attempts to fix the issue that want me to send in my tax bill. I have not received it yet, and I should not be required to do anything to fix my account back to the original monthly payment. I have tried to escalate within the ranks for Roundpoint and have been hung-up on and placed on infinite hold. What they are doing is illegal and I would like to get in resolved as soon as possible. After a second call back I have been told to give them at least a week to resolve the issue. I am still filling this complaint in case it is not resolved correctly and should have never occurred.

Company response to consumer: Closed with explanation
Consumer complaint received 04-03-2015 about Student loan (Non-federal student loan) with Navient Solutions, LLC. (NC).
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint: XXXX XXXX has spun off my student loans to their new company Navient. I have historically worked with the office of the umbudsman to be a participant in their rate reduction program. When Navient took over my loans they canceled my rate reduction program and now my interest rates are at obsurd levels that I can not sustain the payments. I 've tried to work with Navient and XXXX XXXX directly but they always say they do not have a rate reduction program. Last year to get my rate reduction renewed I had to enlist the CFPB, Social Media and a reporting team at XXXX. I 'd like for Navient to re-institute my rate reductions and make the reductions permanent.

Company response to consumer: Closed with explanation
Consumer complaint received 11-02-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (GA).
Issue: Unable to get your credit report or credit score
Sub-issue: Problem getting your free annual credit report

Complaint: The complaint below was filed with the CFPB on or about XXXX XXXX, XXXX after I tried to get my Equifax report on line. My wife just attempted to get her Equifax report this evening and was met with the usual Online Delivery Unavailable. We are now into our fourth year of each one of us being denied our Equifax report online. 
-- -- -- -- -- -- -- -- -- -- -- -- - My wife and I religiously follow the recommendation to check your free credit report regularly. We both get our reports from each agency on a staggered basis so we get a report for one of us every two months. For the fourth year in a row now, neither one of us has been able to get our report on line from Equifax. Every time we go through the on line request procedure, at the end, we get a message that says, Online Delivery Unavailable We are not able to deliver your free Equifax Annual Credit Report online. You are then told that you need to fill out a form and send it, and two supporting ID documents to them by mail. It has become obvious that they do not want to give out the reports on line. We never have a problem with the other two agencies, so I have come to the above conclusion. When you try to phone in to complain, you are put through phone tree XXXX, to no avail. This is an abuse of consumer rights. In addition to the wasted time, more paper is consumed in printing and mailing the report. Additionally, our identity is put at risk by having the report, and our documents sent by regular, unsecured mail. Please take action to put a stop to this abuse. Thank You.

Company response to consumer: Closed with explanation
Consumer complaint received 08/31/2016 about Mortgage (Home equity loan or line of credit) with KEYCORP (WA).
Issue: Loan servicing, payments, escrow account

Complaint: This is the 5th time this has happened. 
About once or twice a year for the past several years, Key Bank, with whom I have a home equity line of credit ( HELOC ) fails to send me a monthly statement. It just never arrives. Twice, I noticed before my payment was due. I called Key Bank and asked them to send me a statement ( after making sure no one else was charging anything on my HELOC ) and I made the payment over the phone or at a nearby branch. 2 other times, I did n't notice and did n't pay the bill until Key Bank notified me that my payment was late ( at which point I IMMEDIATELY paid and they waived their late fee ). Until today. Today, a woman named XXXX at the XXXX XXXX, WA branch called to inform me they would not waive the late fee. When I asked why ( since I was not tardy ... ..I 'd never received the bill! ), she rudely stated that they would n't and there was no point in discussing it further. I pay my bills on time. The only occasion in several years of having this HELOC that I did not was when Key Bank failed to send me a bill / statement. It seems inappropriate to charge me a late fee when they never sent the bill to begin with. Because this has happened on several occasions to me, I imagine it is happening to hundreds or thousands of others as well. Key Bank is likely raking in a fortune in late fee 's that they 've had a hand in creating. I would like the CFPB to investigate this further, and find out if this is a pattern designed to profit on consumers in an unethical manner.

Company response to consumer: Closed with explanation
Consumer complaint received 05/18/2015 about Debt collection (I do not know) with Matthew Thomas & Associates LLC (AL).
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint: company based in XXXX calls repeatedly with caller id from XXXX leaving message to call XXXX number. Calling the number no one ever answers and they still keep calling

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 08-02-2016 about Credit reporting () with Experian Information Solutions Inc. (FL).
Issue: Incorrect information on credit report
Sub-issue: Information is not mine

Complaint: In my initial FTC report, I did n't notice some fraudulent inquiries that also need to be disputed resulting from Identity Theft.

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 04-07-2017 about Mortgage (Conventional fixed mortgage) with FREEDOM MORTGAGE COMPANY (FL).
Issue: Loan servicing, payments, escrow account

Complaint: I am a customer of Freedom Mortgage and I have been since I took out a loan in XX/XX/XXXX to purchase my condo. Since then I have always paid my monthly mortgage payment which includes property tax escrow, on time. However, Freedom Mortgage and its affiliates as holder and servicer of my mortgage, in turn, did not pay my property taxes on time in XX/XX/XXXX and XX/XX/XXXX and miscalculated the escrow amounts. 
By not paying the property taxes for over two years Freedom Mortgage incurred over {$3800.00} in late fees and penalties and fines. During the time when they did not pay I sent my payments on time to them and their servicer. I was the one who alerted them to the problem in XX/XX/XXXX and they admitted fault and paid the bill. Nearly a year later in XX/XX/XXXX, they assessed me over {$3800.00} in penalties essentially claiming that I am responsible for their failure to manage my property tax escrow. They started taking this money without asking by giving me a monthly escrow overage charge of {$880.00} and overdrew my bank account in the process. They are attempting to collect the fines and overage charge that resulted from the errors made by them, their mismanagement of my property tax escrow funds and general ignorance. I paid them on time but they did not do their job as agreed. They did not pay my taxes. 

I have contacted Freedom Mortgage in writing by email and at least 20 times since XX/XX/XXXX providing full supporting documentation showing that I have paid and the mistakes made on their part. I also found a string of other errors they made while administering the escrow account. The issue is their grossly negligent miss management of the escrow account on my mortgage and the extortionist manner in which they are now taking money from me which is not theirs. 

Their response is to ignore me and insist that I have to pay for the property tax and escrow mistake made by them as the holder and servicer of my loan. Sometimes they blame their subcontractors for this mistake, sometimes not, they have stopped returning my calls, they continue to call me with autodialed calls by agents who ignore that a case is open and ignore the facts and they have not given any formal response to my written request after more than 30 days. Furthermore, they threaten to report me to the credit bureaus if I do not pay them the fines resulting from their mistakes. 

Please keep in mind that they are the ones who should be managing my property tax escrow yet they did NOT pay my property taxes on time for two years even though I sent the money on time each month. 
Additionally, the people who work there do not understand what the difference is between principal, interest and escrow. These people and company are a menace and someone needs to threaten them back because they treat their customers like garbage.

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 09/28/2017 about Vehicle loan or lease (Loan) with Go Capital Holdings, LLC (AZ).
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint: I wanted to trade my car in with XXXX. They gave me an offer, but later called me to inform me that they did not have a warehouse in XXXX yet, and I would have to trade it with someone else. They assured me ( on the phone ) that I could refinance my loan with their loan servicer after I put down the large payment from my trade-in and make a few payments. I agreed, took out a loan with their servicer ( Go Financial ), bought a car with them, and sold my car elsewhere.
Months later, I asked the loan servicer how I could refinance, and they told me they DO NOT offer refinancing. Now I am stuck with a large payment each month since I could only put {$500.00} down towards the loan since I could n't trade my car with XXXX and had to wait to have my XXXX car delivered before I sold my old car so I would n't have to go without a car. 

Had I known I would be stuck with this large payment each month, I would not have purchased a car from 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 07-07-2015 about Student loan (Non-federal student loan) with AES/PHEAA (CA).
Issue: Can't repay my loan
Sub-issue: Can't decrease my monthly payments

Complaint: The aes loan I am paying back has worked out a payment plan for me. Now they told me they can no longer help me out with a payment plan and I have to pay the full amount. How am I supposed to pay the full amount if I do n't have the money? I would would be able to pay half the full amount. Please help.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 06-06-2017 about Debt collection (Other debt) with SANTANDER CONSUMER USA HOLDINGS INC. (SC).
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint: There  XXXX  accounts on my credit which I never had  XXXX  are car loans  XXXX  fo r Santander and a apartment community in which I never lived

Company response to consumer: Closed with explanation
Consumer complaint received 02-06-2018 about Debt collection (Credit card debt) with ENCORE CAPITAL GROUP INC. (PA).
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint: I have contacted XXXX XXXX numerous times to explain this debt does not belong to me. Unfortunately, I do not have all the exact times and dates that I have contacted them. 

I have requested the original signing contract for this debt and all they send me is a bill with my name and account information. They have stated they are not obligated to prove anything to me. 

I have also spoken to several representatives that have stated unless I go get a police report they were going to report this debit to the credit bureaus as well sue me in court. 

I had to send a seize and desist letter to them to stop harassing me. They have also called on my work phone number at all times of the day and night. They have continually harassed me even though this debt does not belong to me. 

The original creditor XXXX XXXX XXXX states I have to communicate with this agency, because they have written the debt off and its no longer their problem. 

Please, assist me with proving this debt does not belong to me.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 01-06-2016 about Mortgage (Conventional fixed mortgage) with Seterus, Inc. (GA).
Issue: Loan servicing, payments, escrow account

Complaint: The mortgage company is charging me for home insurance that I already have. I have proven several times that I have insurance and have paid only my monthly mortgage payment. They are charging late fees, have ruined my credit and now threaten to foreclose. This has been going on for several months. I met with a lawyer who reviewed my information and has agreed that the company is giving me the runaround. They call me daily to collect monies that I have proven that I do not owe. I have complained verbally and by written letter sent certified mail. They will not call me about this and refuse to meet with me face to face to explain why this is happening. They lawyer will charge me {$2000.00} to sue and claims that it will cost {$4000.00} before it 's over. Can you please help me? I can not believe that this is something that they can get away with. At this point I plan to take monies from my hard earned XXXX to pay off the loan but I can not do this until they agree the remove the fees and restore my credit. I can prove my case with paperwork and recorded phone calls. The company is Seterus , Inc .

Company response to consumer: Closed with explanation
Consumer complaint received 02-08-2018 about Student loan (Federal student loan servicing) with AES/PHEAA (WI).
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint: I am enrolled in Public Service Loan Forgiveness program and I am not getting any feedback as far as the number of qualifying payments that I have made towards the required 120.  I have certified my employment every year so that this is easier to track but yet when I call and request a print out of payments made they say that it will be about 90 days.  Although that is a long time I will accept it but even after the 90 days I still don't have any information.  Currently I am working on about 150 days with no response.  The last person that I talked with looked at my account and said I should have over 70 qualifying payments but when I log into their website it says 55, this may not be updated but we are talking over a years worth of payments difference.My biggest worry is that I'm going to have 120 qualifying payments and I am going to be still paying for a year until they get around to forgiving my student loans.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 02/23/2016 about Bank account or service ((CD) Certificate of deposit) with ALLY FINANCIAL INC. (IN).
Issue: Account opening, closing, or management

Complaint: I applied for a 18 mo. CD at Ally Bank for {$75000.00}. They withdrew that amount twice with authorization for only one. It resulted in insufficient funds charge on the checking account from which it was withdrawn. They refused to interrupt the transfer and I was charged {$34.00} by my bank for the ISF. I received confirmation of only XXXX transfer but they still contend I made XXXX requests. The branch manager at my checking account bank called Ally while I was in the office and they agreed to return the second {$75000.00}. They will not pay the cost of doing so. I told them I wanted the whole transaction cancelled and they will charge me 60 days interest or approximately {$150.00} for the 2 days it was funded. I have been a customer for several years with Ally, but wo n't continue to be if I can find a way to remove my accounts from them without severe penalty.

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 monetary relief
Consumer complaint received 08/14/2015 about Consumer Loan (Title loan) with TRICO FINANCIAL SERVICES, LLC (AL).
Issue: Applied for loan/did not receive money

Complaint: I visited a local loan provider to apply for a secured loan using the title to my vehicle. I was approved but wanted to think on it for a bit. After a week, I went back to them & told them I was ready to get the loan. The employee said yes sir, we 've had you paper work ready & approved sitting there for the last week. While I was in the process of finishing up the paperwork, I was asked to get a copy of my recent check stub & bring proof of insurance. Went to my home & called them back to make sure I was bringing back the correct information that was needed & while on the phone, a different worker that I had not been dealing with got on the phone & told me that she had remembered a loan my father had with them at XXXX time where payments were n't made on time & because of that, they would n't be able to give me the loan. She said that on the loan my father had that I had said I would make the payments in which some payments I did make for my father then he finished making payments to eventually finish the loan out but in no way was I tied legally, my name nor my credit was associated with this loan of my fathers in any sort of way. How can a loan decision for me be based off of another loan a family member had when I had no legal obligation or ties with that loan?

Company response to consumer: Untimely response
Consumer complaint received 09/14/2016 about Bank account or service (Other bank product/service) with BANK OF AMERICA, NATIONAL ASSOCIATION (FL).
Issue: Making/receiving payments, sending money

Complaint: This is a tale of a merchant account set up by Bank of America ( BAC ) without my permission and without any due diligence. 
On XXXX/XXXX/XXXX, I received from XXXX a package that contained a merchant account data input device that was sent from Bank of America. My wife also received a voicemail message from XXXX at BAC, XXXX XXXX XXXX XXXX, asking about some charges against the merchant account in the amount of approximately {$10000.00}. 
On XXXX/XXXX/XXXX, XXXX called me on my cell phone and asked about charges on a merchant account. She said the account was opened in my name with my social security number ( SSN ). I told her that I did not open the account so she said she would close the account. 
I immediately checked my credit reports for XXXX through a XXXX online query. None of the XXXX agencies had a record of a recent request for credit. 
In a later call to BAC, I obtained the merchant account number : XXXXXXXXXXXX. 
I filed a report with the local XXXX ( XXXX ) Police Department ( XXXX ) on XXXX/XXXX/XXXX. The XXXX kept the shipment from XXXX including the data input device as evidence. 
On XXXX/XXXX/XXXX, I received a call from XXXX XXXX, reportedly from XXXX XXXX XXXX XXXX My cell phone said the call came from ( XXXX ) XXXX. She said she was making a credit claim as a credit collection service for XXXX XXXX XXXX in the amount of {$1900.00} against the aforementioned merchant ID account number XXXXXXXXXXXX. She gave me a reference ID number YYYYYYYY and a direct line phone number to call her back ( XXXX XXXX XXXX. I told her that the account had been closed by BAC last year ( as described above ). 
I called XXXX to discuss the status of this and spoke w/ Nativa at BAC mobile support, ( XXXX ) XXXX. She said that the merchant account was closed and that the call was a phishing call and that I should ignore it. I asked her to send me a letter or an email to confirm what she said and she said that she could not do that. 
I have not called XXXX XXXX to follow up on their claim. 
I have been damaged by the reckless manner in which BAC opened the merchant account without due diligence and I continue to be harassed by other parties as a result of their gross negligence.

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 08/30/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with AMERICAN EXPRESS COMPANY (GA).
Issue: Fees or interest
Sub-issue: Unexpected increase in interest rate

Complaint: I have been a member since XX/XX/XXXX and when up until a few years ago I had a fixed APR for purchases of 7.99 % they raised it to 10.99 % fixed APR a few years ago which I was not happy with but was still okay with it. Now today XX/XX/XXXX I just received a letter telling me they were going to raise my APR to 17.99 % variable based on the prime rate. I feel that is just unacceptable and I feel is totally unjustified due to the fact I have never been late on my credit card payments or have not had any over limit fees and according to them I have an excellent FICO score. I am currently caring a pretty high balance on this card but have always been prompt to make my payments on time and have been paying them the trailing interest at the 10.99 % fixed rate and will be hoping this change will not be able to effect the 10.99 % fixed rate on that trailing balance.

Company response to consumer: Closed with explanation