milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 07/17/2015 about Mortgage (Conventional fixed mortgage) with CITIBANK, N.A. (AZ).
Issue: Credit decision / Underwriting

Complaint: I am trying to refinance my mortgage with the same bank that already has my mortgage, CitiMortgage. I also have a HELOC with XXXX. CitiMortgage wants me to supply a copy of the " NOTE '' for the XXXX HELOC. I contacted XXXX for a copy of the " NOTE ''. They supplied me with a copy of the notarized signed HOME EQUITY LINE OF CREDIT AGREEMENT AND DISCLOSURE STATEMENT and said that is the NOTE. CitiMortgage is telling me that it 's not and I have to get XXXX to send me the NOTE or a certified letter stating they do not have a NOTE. I spent XXXX hours this afternoon getting the same answers and no resolution. My complaint is why is XXXX banks documents not official enough for another bank? And why is it okay for CitiMortgage and XXXX to require different documents for the same house that when it was purchased and financed 8 years ago by both Banks this said document was just fine? I do n't know where to go from here. I ca n't get the document that CitiMortgage says I need from XXXX. As far as I know or can remember I never received or signed anything other than HOME EQUITY LINE OF CREDIT AGREEMENT AND DISCLOSURE STATEMENT from XXXX. Can someone tell me and both banks what is really needed here? I have n't defaulted on my loan, I 'm not asking the bank to reduce my principle, I just want a better interest rate so that my payment wo n't be so high and I should n't be put through all this nonsense. Bank loan documents whether conventional loan or Home Equity Loan should be standard. It 's your house/home that 's the collateral. And why are there all these closing costs when your financing with the same bank, they already have the title insurance, they already have the deed of trust, they already have the original appraisal and now the current appraisal

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 04/18/2015 about Bank account or service (Checking account) with SUNTRUST BANKS, INC. (FL).
Issue: Using a debit or ATM card

Complaint: I have had a checking account with Suntrust Bank for approximately ten months. Over a month ago, I lost my debit card associated with this checking account and reported it lost. The customer service agent told me they would cancel that debit card and send me a new XXXX in about a week. A week later ( approximately ), I received XXXX new debit cards with XXXX different numbers, separately, by mail. I tried to activate both of them. XXXX would not activate, with a message saying the card was invalid. The other did activate, so I continued using that XXXX when I made debit card purchases. 
Over the next month, I noticed that online transactions that I had authorized using the old debit card I had reported lost, continued to be put through my account. Some examples included online memberships, like XXXX, as well as some trial magazine subscriptions. I wondered how they were being processed, because I never updated these companies with my new debit card number. XXXX transaction for {$90.00} for a year subscription to XXXX XXXX was put through my checking account using the old debit card number from the one I had reported lost. I called the customer service of the bank to dispute this debit card transaction. The agent put me on hold to investigate, then came back on the line to tell me that there were XXXX debit cards associated with my checking account. In other words, the debit card that I had reported lost was never cancelled, and transactions that I had previously authorized on the lost card, like online memberships, etc, were still being put through my account. 

The customer service agent gave me a hard time about disputing the {$90.00} transaction for the subscription to XXXX XXXX and it took nearly a week for me to get a {$90.00} credit applied to my account. The bank is considering the transaction as a case of FRAUD against my bank account and has sent me an affidavit form to fill out for a case of fraud against my bank account. 

This was not a case of FRAUD, as I reported my debit card lost nearly a month prior to that charge. This was a MISTAKE by the bank -- -- they never cancelled the lost debit card and continued to authorize transactions on it. 

I am reporting this because these are serious mistakes made by this bank. And for this reason, I will be closing my accounts with Suntrust Bank.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 10/27/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with CITIBANK, N.A. (CT).
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint: Dear CFPB Staff, InXX/XX/2017 I applied for, and was approved for a Citi Double Cash credit card. However, since my first contact with them after the card approval, my card has been blocked by a fraud alert, which could not be resolved due to Citibank 's inconsistent and incompetent identification methods. 

My particular grievances are as follows : 1. Citibank is unable to verify me through numbers I own, even though ( a ) I have one number for 1 year, and the other for 5 years ; ( b ) both numbers on are my XXXX credit report ; ( c ) my numbers are reflected in other longstanding Citibank accounts that do not have fraud alerts and are in good standing.

2. Citibank is inconsistent with procedures to follow after failure to identify through phone numbers. One agent asked for numbers of my non-Citi credit cards and tried to verify by calling other banks ; after completing this step, the agent escalated this to supervisors, who promised to call but never did. One other agent escalated directly to supervisors, who again promised, but did not call.

3. One supervisor, whom I reached upon calling myself, were able to prove the identity after running me through a quiz. She gave me a passcode-style reference number, with which I supposedly could bypass the verification upon the next fraud alert. Agents in later calls refused to recognize this reference number, and ran me through grievances 1 & 2. Furthermore, the supervisor made clear to me that I could not bring up the quiz myself, as doing so may trigger an alert and they would not serve the quiz as a result.

4. After the only successive verification attempt ( purely by luck ) detailed in 3., Citibank refused to note the correct numbers to reach me, which leaves me again in the quandary of grievances 1, 2 and 3.

I believe that diligent fraud detection does have merit, but imposing an intransparent, and ineffective phone verification system destroys the usefulness of any credit card. Citibank leaves no mechanism for updating phone numbers in their fraud team database, and is completely inconsistent, incompetent, and intransparent regarding further verification steps should phone verification not work.

I have very pleasant experiences with the fraud teams at XXXX and XXXX XXXX, and believe Citibank is the only institution I do business with that is utterly ineffective at addressing fraud alerts. 

It is my sincere hope that CFPB looks into this matter and bring Citibank into action in repairing their fraud resolution system. 

Best Regards, An unsatisfied Citibank customer

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 06/24/2015 about Debt collection (Other (i.e. phone, health club, etc.)) with Hunter Warfield, Inc. (FL).
Issue: Disclosure verification of debt
Sub-issue: Right to dispute notice not received

Complaint: Upon vacating our former apartment complex, we were sent via certified mail a list of charges due. We found that the charges related to the utilities are fair and accurate, but we are disputing the charge for carpet replacement. After contacting property management we were instructed to dispute the charges in writing explaining our position on the matter. 
The dispute letter was delivered to property management in person. While waiting for a response from property management, we were contacted by Hunter Warfield via telephone for the purpose of collecting the debt in its entirety. We explained that we were in the process of contesting certain components of the debt with property management and were not really certain as to why a debt collection agency would be reaching out to us. We do not feel as though we are responsible for replacing the carpet as it was left in the same condition in which we received it. We have pictures and a move-in inspection that notes that there were stains on the carpet at the time we took occupancy of the apartment. The carpet was not new when we moved in. This was the point made in our original letter to property management. We were merely informed that a notation on the account would be made. We contacted property management who said it was now out of their hands which we found shocking being that we were waiting on a response from them. They then informed us that they responded to our letter via certified mail, but acknowledged that they had not received notice from the post office that their response had been received. We never received a response from property management by either letter or phone call. Since then, Hunter Warfield has repeatedly phoned for the purpose of collecting the entire debt without formally identifying themselves, sending anything in writing for the purpose of debt validation, or explaining the process of disputing the debt. During every phone call, we 've simply repeated the entire story to each Hunter Warfield associate that has called. During our last exchange with Hunter Warfield, we found the associate to be very rude and condescending as she threatened actions that would have adverse effects on our credit reports. It was then we began to feel harassed and quite stressed about the situation. I have repeatedly called XXXX XXXX at XXXX to open a better line of communication. I was sent to her voicemail only after being hung up on XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 09/23/2016 about Money transfers (International money transfer) with PAYPAL HOLDINGS INC. (WA).
Issue: Fraud or scam

Complaint: I wanted to purchase a video game add-on from a seller on a website forum. We agreed to make the transaction through Paypal and once the money was received the seller was not responsive. He constantly avoided any questions I had. Overall, the whole deal was a scam. I am sure the seller has done this to many other unaware buyers. The overall amount lost was XXXX XXXX I would at the very least like the CFPB to contact this individual to make him stop scamming.

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. (MN).
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint: Equifax mishandled my personal information including Name, Social Security #, Address, Birthdate, etc. resulting in a data breach in XX/XX/XXXXthat they confirmed I was affected by per their " Potential Impact '' site 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. 
They are simultaneously defrauding these injured parties with hidden terms of service that waive their right to sue the company in what is clearly a situation of criminal negligence/fraudulent behavior as indicated by the three Equifax executives that dumped stock immediately prior to the data breach announcement. 

According to a phone call to XXXX XXXX on XX/XX/XXXX,  someone tried to apply for a new credit card using my social security number. This is likely a result of the Equifax data breach.

Company response to consumer: Closed with explanation
Consumer complaint received 02/27/2016 about Debt collection (Other (i.e. phone, health club, etc.)) with Financial Business and Consumer Solutions. (FL).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint: On XXXX XXXX, 2014 I called XXXX XXXX to have my service disconnected. I also received instructions on how and where to return their equipment. Over the next couple of months I continued to receive bills for service and their equipment. I called XXXX a couple of times to rectify the situation, but received basically no assistance from the reps to correct the problem. After a while I stopped receiving bills from XXXX and I assumed the matter was resolved. 

This month I received a letter from FBCS Inc., which I have learned is a third party collection agency. I have responded to this company disputing the validity of this debt. 

Also l have learned that this appears on my XXXX credit report as an open account and owing XXXX XXXX {$410.00}. The so called open debt is affecting my credit score. 

I am at a loss to understand how XXXX XXXX can arbitrarily attempt to ruin one 's credit rating because one of their customers decides that they no longer want to use their services

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 01/28/2018 about Debt collection (Other debt) with STATE FARM BANK, FSB (IN).
Issue: Took or threatened to take negative or legal action
Sub-issue: Seized or attempted to seize your property

Complaint: State Farm Bank whom I had an home equity loan with once I paid the loan down to % 20-25 in late lump sum payments I told them I would receive and did from XXXX XXXX XXXX benefits. After the 1st portion of the settlement and 1st payment I was sent to credit reporting agencies for the reminder ( the % 20-25 ). 
Since being reported and I believe that they wrote the debt off filed claims or taxes on the debt Years later I have received threats of foreclosure for the whole original debt of the entire loan. 

S.o.s.

Company response to consumer: Closed with explanation
Consumer complaint received 05/25/2016 about Debt collection (Medical) with CMRE Financial Services, Inc. (CA).
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint: CRME uses deceptive practices by changing their caller ID to a local number so you think that it is someone you know. In my case a caller ID is shown for XXXX but the number left on my voice mail is not the same nor aresponsible they located in my area code so this method is very deceptive and in violation of FDCPA by spoofing the area code. On top of this my account was eligible for financial write off by original provider due to my being way below the XXXX guidelines and should not be sent to collections at all. I have sent notice by mail stating this already. Previous debts by same provider were written off for this same reason which shows I am eligible for the year debt was incurred.

Company response to consumer: Closed with explanation
Consumer complaint received 06/14/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with CAPITAL ONE FINANCIAL CORPORATION (NC).
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint: I received the following email from Capital which states " A purchase was charged to your account. ". I called to inform them that I did not authorize the two charges for {$150.00} and {$1.00} ( total {$150.00} ). I was told this was a pre- authorized charge by XXXX. I ask for a written explanation as to how someone other than me can authorize a charge on my account. I was told they do not provide written explanations. I then asked to talk to a supervisor ( waited 10 min ) for XXXX ( XXXX ) and he stated he could not provide a written response. I also contacted Capital One on line CHAT service and asked for the link to file a complaint. I was not given the link so I informed them I would file with https : //www.consumerfinance.gov/. <P/>NOTE : I am a XXXX - no XXXX XXXX XXXX XXXX A purchase was charged to your account. RE : Account ending in XXXX XXXX, As requested, were notifying you that on XX/XX/XXXX, at XXXX, a pending authorization or purchase in the amount of {$150.00}  was placed or charged on your Capital One VISA SIGNATURE account. <P/>Note : Youll receive this notification for both purchases and pending authorizations, such as car rentals, hotel reservations and gas purchases, even if an actual transaction hasnt taken place. <P/>Please visit your account to view your pending and posted transactions. <P/>Important Information from Capital One Contact Us | Privacy | Help Prevent Fraud To ensure delivery, add XXXX to your address book. <P/>This email was sent to XXXXXXXXXXXX and contains information directly related to your account with us, other services to which you have subscribed and/or any application you may have submitted. <P/>The site may be unavailable during normal maintenance or due to unforeseen circumstances. Please visit our Set Alerts page to modify your alerts subscription preferences. <P/>Please do not reply to this message, as this email inbox is not monitored. To contact us, visit www.capitalone.com/contact. <P/>Products and services offered by the Capital One family of companies, including XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX., Members FDIC.
<P/>
XX/XX/XXXX Capital One. Capital One is a federally registered service mark. All rights reserved.

Company response to consumer: Closed with explanation
Consumer complaint received 12/27/2016 about Student loan (Non-federal student loan) with Navient Solutions, LLC. (MI).
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint: On XX/XX/2016 I called to request my payment to be increased to pay all my loans off in XXXX mo 's. The representative stated it will be {$790.00} in total. On XX/XX/2016, they pulled {$850.00}, a {$64.00} difference. On XX/XX/2016 I called Navient to request the correct payment and a refund of the {$64.00}. I asked the representative to recalculate my payment so that it could be paid off in XXXX years, and she stated that they miscalculated my payment before and she needed to correct it. She stated my total payment is now going to be {$750.00} .After a XXXX minute call and escalating the issue twice to a supervisor I was approved the refund for {$64.00} and they stated that it would put my account in delinquent status but that status will fall off in a few days. As of XXXX today, my account is still in red despite the fact it was paid. I was told the {$64.00} would credit my account on XX/XX/2016, and no such credit is received. Furthermore, I know the payment of {$750.00} is incorrect because the statement I was issued from them shows a payment term of XXXX months, not XXXX as I requested twice before. I also see on my statement they changed my repayment terms, which might mean I am no longer able to just pay the minimum if I wish to no longer pay my loan aggressively. 
My goal is to have a XXXX month payment amount but not have that be what my minimum required payment amount is. I do n't want them to change the loan terms, but to keep the original agreement I signed in my promissory note to XXXX XXXX before Navient started servicing it. I am increasing my payments to them, so I do n't see why they have to mark me as delinquent and lie to me and say that my payment is XXXX months when looking at my statement it is XXXX months. 
I am employed at a financial institution where I process loans. I am appalled by their behavior and their refusal to correctly calculate payments. They threatened to put my loan as delinquent when I asked for the {$64.00} back even though it was a servicing error on their part. Furthermore, when I faxed a request for a {$10.00} credit for the overdraft fee to my account that ensued by this {$64.00} discrepancy, the request was never addressed and no action was taken on their part to rectify the situation. 
I do n't believe that Navient is acting in the best interest of their customers. My hope is that with this complaint you can look into the company and instigate new regulatory procedures they should follow in order to better their financial relationships.

Company response to consumer: Closed with explanation
Consumer complaint received 06-08-2017 about Debt collection (I do not know) with ATG Credit, LLC (GA).
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint: On  X/X/17   , I received a phone call from an  ATG Credit ( based  on whom was identified over the phone upon the call return ). I missed the call. I called the establishment to determine the purpose for the call. I spoke with an individual by the name of  XXXX . I provided my telephone number. I expressed to her my concerns that I have been scammed by people in the past and was not comfortable about providing my social security number over the phone and requested additional information to verify my identity other than my SSN and DOB. She was very belligerent and rude to me and left me feeling absolutely abused by her communication tactics. I tried to speak, she began to rant on and on and just hung up on me.  <P/> I attempted to resolve this by requesting to speak with a manager and she returned to the phone with the same hostile attitude, using very abusive tone, and again, hung up on me.  <P/> My concerns are valid given that I googled the number and it came up reported by others to be a scam, therefore I was not comfortable providing my information to a stranger, especially since they came off as disrespectful and condescending.  <P/> If it would be beneficial, I recorded all of the calls.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 02/22/2016 about Debt collection (Other (i.e. phone, health club, etc.)) with Ray Klein, Inc. (NC).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt was paid

Complaint: I paid XXXX XXXX in full as they cancelled my account because we had a conversation and I found out someone fraudulent ly entered my account and tampered with my service. So the account was cancelled by them and I paid them only what I owed them {$21.00}. Professional Credit Service wanted another {$800.00} and I contacted them and disputed the entire account as I had paid XXXX XXXX in full. Then Professional Credit Service changed the amount to an additional {$80.00}. but I had already paid XXXX XXXX and the payment was accepted as the check was deposited. I disputed the collections on all XXXX credit bureau reports and they would not remove it. I do not owe them any monies!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief