milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 03/28/2015 about Credit card () with AMERICAN EXPRESS COMPANY (TX).
Issue: Late fee

Complaint: I 've had the AMEX XXXX card for seven years and it 's always been a nightmare of an experience when things go wrong. Customer service refuses to admit to mistakes and refuses to correct them. They blame the " computer '' and act like they have no way to help if the computer does n't allow it. 
My story started with a late fee. My payment due date was on a weekend and I had previously set up autopay for situations like this when I may not be available to make the payment in full manually. I was surprised when I saw the late fee and immediately paid my balance and called to see if I could have the late fee removed. It was a {$26.00} late fee assessed on an existing balance of {$39.00}. I explained that I 'd had the card for 7 years and never been late XXXX and the rep agreed and submitted a request to have the late fee removed. The system denied it. He was unable to or unwilling to tell me why it was denied. I spent an hour on the phone with an account supervisor and then an account manager. They were all rude and unhelpful. Fuming I went online to my account to set up autopay so this never happened again. This is when I noticed that I HAD already set up autopay, all my bank info was there and accurate, autopay was just turned off. So I called American Express back and explained that I would n't have a late fee if they had n't turned off my autopay. The rep submitted a request and told me that the request went through and I should see the amount post to my account in the next 2-3 business days. 2 weeks later I check my balance and notice that there was no such credit. I called American Express again. This time I talked to the rudest rep of all who just kept telling me that the late fee was a valid charge and there was nothing he could do about it. Sensing I was getting nowhere with this guy and tired of his rude attitude that was making me angry I asked to speak to a supervisor. After 10 min more a supervisor got on the phone and I spend 5-10 minuted rehashing all the details of my problem. She said that all she could do was again try to submit a request to the system to remove the late fee but gave no guarantees. She put me on hold and came back 5 min later saying that the system denied my request. She was also unable or unwilling to tell me why. At this point I gave up, told her that my experience with them had been terrible and I was a extemely unhappy customer. The fact they claim their system is so ridgid and in no case can they override its parameters is utterly unbelievable. I know they can, they just refuse to. I 've had worse account history with mastercard and visa accounts that HAVE reimbursed me for late fees when I call in. I 've said that I would never use this card again before and then been suckered into using it because XXXX ONLY accepts americanexpress for some reason. However this time I shredded the card and all my AMEX cards. I will go to great lengths to not use AMEX anymore. They are a terrible terrible company.

Company response to consumer: Closed with explanation
Consumer complaint received 08/18/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with CAPITAL ONE FINANCIAL CORPORATION (PA).
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint: Hello- The issue is with my XXXX XXXX XXXX from Capital One. On XX/XX/XXXX they mailed me a request to verify my identity by faxing them my driver 's license and social security card. I made sure the request was valid and not fraudulent and I faxed them the requested information. I then called to verify that the fax was received on their end - even though I had the successful fax confirmation on my end. They assured me all was good. Then In XX/XX/XXXX I received the exact same letter - as a second notice - threatening that if I did not comply and send the requested information by XX/XX/XXXX that my account would be closed. I again called and confirmed that XXXX/Capital One did have the information from XX/XX/XXXX. At that time I requested email confirmation and I was refused. I again had to take their word for it that my account was in good standing. Then on XX/XX/XXXX I received my monthly statement in the mail. Though it made no reference to my account being closed - it showed no available credit when I knew I had available credit. I called and was kept on the phone for one hour and twenty minutes. I was told it would take up to seven days to send me a letter of resolution and reactivate my account. Yesterday, XX/XX/XXXX, was the 7th business day and my account still shows closed online and I have received NO correspondence by mail. Today, XX/XX/XXXX, I just called XXXX/Capital One again. The Case Manager I was told would be handling my account was not available, and apparently neither she nor her supervisor have voice mail. I was told I would receive a return call. I stressed that I do NOT want to speak with an Account Supervisor, as they tried several times to connect me with one. I said I needed to speak with Case Manager XXXX or her supervisor XXXX - as the Account Supervisor XXXX id # XXXX I spoke with on XX/XX/XXXX was rude, unhelpful, and obviously did not get completed what he said was going to be completed within seven days. I fear that XXXX/Capital One 's nearly THREE MONTHS of ineptitude has now damaged my credit score, by showing an account being involuntarily closed. I want a letter of apology from XXXX/Capital One sent to all major credit bureaus, explaining the error and the extreme length of time it has taken to correct the problem.

Company response to consumer: Closed with explanation
Consumer complaint received 04/14/2016 about Mortgage (Conventional adjustable mortgage (ARM)) with CARRINGTON MORTGAGE SERVICES, LLC (FL).
Issue: Loan modification,collection,foreclosure

Complaint: I am Florida XXXX representing a client XXXX in a foreclosure defense case for her home. In XXXX of 2014, my client applied for modification and made trial payments to the designated company. She made all her payments via money orders purchased through XXXX XXXX. The Case was before a XXXX, Florida Judge. The Court was informed of the modification. The Servicer of her loan demanded that the client provide proof of the money orders being cashed. The Client paid additional money to the have the money orders researched and show proof that they were indeed cashed, when, and by whom. This information was provided to the Loan servicer and the Court. The Court issued an order demanding that the modification proceed and that the foreclosure be stopped because the client had complied with the trial payments for the modification of her home loan. 
The Client has reached out to the Loan servicer over a dozen times over the past five months since the Court Order was issued. The Loan Servicer has done nothing but give her the run around and claim that her house was sold in foreclosure and threatened to kick her out of her home despite the Court Order demanding the modification. As her attorney, I filed a Motion to Compel the modification and we are awaiting a hearing on the matter. Meanwhile, the Loan Servicer is now claiming that the Client was defrauded by an unknown company and that her trial payments were made to a fraudulent company and NOT the loan Servicer. They are claiming that even though she complied with all the terms of the modification, the company doing her modification was not real and they stole all her trial payments. The Loan Servicer is basically ( after 14 months ) saying we do n't have to do anything for you because you did not modify through a true company and you were defrauded. The problem is, the client complied over a year ago, paid all the trial payments, filed everything with the court as directed, showed proof of the cashed money orders, and is only now being told that she was the victim of fraud. The Client is an elderly woman that has tried desperately and honestly to do all that was asked of her to make things right. And after all her efforts, she is being told she is a victim of fraud.

Company response to consumer: Closed with explanation
Consumer complaint received 11-11-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Jackson Automotive Resources (GA).
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint: On XXXX XXXX, Jackson automotive ran my credit without my consent. I didnt know until I recieved all the letters in the mail from all the banks and loan companies they ran it through. I wasnt looking to buy a car or anything I was just looking. I have a car thats great. They took down my information, said its routine just in case I change my mind and came back. I did not authorize them to run my credit. I would like it disputed of my credit report.

Company response to consumer: Untimely response
Consumer complaint received 11/14/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (FL).
Issue: Incorrect information on your report
Sub-issue: Old information reappears or never goes away

Complaint: This claim is towards Experian ; XXXX. XXXX XXXX, XXXX, TX XXXX. I have tried multiple times contacting Experian that the account XXXX XXXX XXXX is due to be deleted from my account XXXX XXXX, They " Blocked '' me from disputing this account online saying that they were n't going to review it again when " CLEARLY '' they are in the WRONG!! They should not block customers from disputing items especially when they do n't " SHOW '' any " PROOF '' of their findings. They are so " QUICK '' to say that the account is " VERIFIED '' but they refuse to show you how the account was verified. That action in itself is " POOR '' business. According to a credit  report that I have from them it says the account is due to come off XXXX XXXX. The other two credit bureaus XXXX XXXX XXXX XXXX XXXX have already deleted the account but Experian refuses to.

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 08/15/2016 about Credit reporting () with Experian Information Solutions Inc. (GA).
Issue: Credit reporting company's investigation
Sub-issue: No notice of investigation status/result

Complaint: I would like a real investigation do to a late payment from XXXX XXXX that was put on my experian credit report that is inaccurate. I have filed a dispute with XXXX XXXX do to automatic payments error once setup by a representative after filing they removed the late payment from XXXX and XXXX and I am trying to find out why this has not been removed from Experian. I have disputed with you previously and got letter saying updated. This is far from the truth and I believe you 're committing FRAUD on my account by reporting inaccurate information when I request physical proof! I request a human investigation to verify with documentation proof from the creditor reporting this information and have this sent to my address. 
If my request is not completed I will take legal action for my requested information of proof and compensation for violating the FCRA. 

If proof can not be provided I would like this to be removed off my credit report immediately. 

This Account is also a business card that should only report on my business profile. 

Attached if my proof this has been removed no please send me your proof.

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 01/27/2018 about Money transfer, virtual currency, or money service (Domestic (US) money transfer) with Coinbase, Inc. (KY).
Issue: Money was not available when promised

Complaint: Wire transfer completed on XX/XX/XXXX from my local bank for {$12000.00} to Coinbase, INC. Coinbase says wires are posted to your account the SAME DAY day if received by XXXX EST, they received my wire at XXXX EST on XX/XX/XXXX. The wire as of today XX/XX/XXXX the funds have not been credit to my Coinbase account. I have emailed the company multiple times only to receive generic responses that do not resolve my lost wire. 

XX/XX/XXXX - I emailed XXXX to say my wire has not been posted. Coinbase responses on XX/XX/XXXX with a generic mass message saying it could take XXXX days from the when the wire was completed ( already over 20 days received ) and have me a link to case # XXXX which says it was specific to my case status but the link takes me to a their general FAQ page. I responded on XX/XX/XXXX to this email asking them to reverse the wire immediately and attached the wire confirmation information my local bank provides to me. No response as of XX/XX/XXXX. 

XX/XX/XXXX - I emailed XXXX asking where my funds are, they sent back a mass response generic message saying it could take several days and if I the wire was not posted in 2 business days reply with case # XXXX. They also gave me a link to follow up on the case but it goes to the general FAQ page, not my specific case. 

XX/XX/XXXX - I relied to XXXX to say my funds were still not in my account. With no response. 

XX/XX/XXXX - Replied again to XXXX saying the funds have not been posted. No reply from company.

Company response to consumer: Closed with explanation
Consumer complaint received 05/27/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (FL).
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint: Upon being denied by a creditor for " too many inquiries '' from my  XXXX  report, I decide to check my reports from all credit bureaus for accuracy. I have noticed that there are many inquires on my Equifax and   XXXX   that I did not authorize. I have contacted both bureaus immediately and I have not gotten any additional information or context regarding the situation. As a result, I have put a fraud alert in place to avoid future issues. Please see the following inquiries below that were not authorized by me and the date aligned to the fraudulent inquiry. Per my investigation, none of these companies received my identification or authorization from me to pull my credit for any reason :   XXXX   1.   XXXX   XXXX   XXXX   2.   XXXX   XXXX   XXXX  3.  XXXX   XXXX   4.   XXXX   XXXX  5.  XXXX   XXXX   Equifax 1.   XXXX   XXXX   XXXX   2.   XXXX   XXXX   XXXX  3.  XXXX   XXXX   4.   XXXX   XXXX   XXXX   5.   XXXX   XXXX   XXXX   6.   XXXX   XXXX   7.   XXXX   XXXX  8.  XXXX   XXXX   XXXX  9.  XXXX   XXXX   XXXX  10.  XXXX   XXXX   XXXX   XXXX   XXXX   11.   XXXX   XXXX   12.   XXXX   XXXX   XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 12-04-2016 about Mortgage (Conventional fixed mortgage) with Fairway Independent Mortgage Corporation (AL).
Issue: Loan servicing, payments, escrow account

Complaint: I received my loan through Fairway Independent Mortgage Corporation on XX/XX/XXXX, with a first payment due on XX/XX/XXXX. Fairway emailed me on XX/XX/XXXX stating that my payment was due to them on XX/XX/XXXX. I then received a letter on XX/XX/XXXX stating that my loan would be transferred to XXXX on XX/XX/XXXX, and the first payment would be transferred to XXXX. I also received a letter from XXXX stating my loan had been transferred to them and the first payment would be due to them on XX/XX/XXXX. I paid my first mortgage payment to Fairway on XX/XX/XXXX as requested, expecting the payment to be transferred as claimed, but the payment was never transferred. When I contacted Fairway, they said they were never supposed to transfer the first payment, but that the unpaid principal balance to XXXX was supposed to be the loan amount minus the first payment - and changed the effective date of transfer to XX/XX/XXXX. I then contacted XXXX and Fairway claims they did as well. XXXX does not acknowledge the first payment to Fairway and still reflects the entire unpaid principal balance. I have contacted Fairway four times to resolve this issue and they have claimed that their research team has contacted XXXX each time to remedy the discrepancy, but no change has been made to the unpaid principal balance to reflect the first payment made to Fairway.

Company response to consumer: Closed with explanation
Consumer complaint received 02-06-2018 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with SYNCHRONY FINANCIAL (TX).
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint: On XX/XX/XXXX someone used my identity to attempt to apply for a Walmart Credit Card with XXXX XXXX. I contacted Synchrony immediately when I received the alert from my credit monitoring service that someone had attempted to open an account. I notified them that the account was fraudulent the same day. I was told they had to investigate before the inquiry would be removed and given an address to mail a written request for removal. I wrote a letter and sent the request to XXXX XXXX XXXX XXXX, FL XXXX as I was instructed. I was told that they would send me something in the mail. I have not received anything from them. I called back on XX/XX/XXXX and was told it was still under investigation. None of the information on the application matched my information except my name and social security number. I already had a fraud alert on my credit report advising them to contact me before accepting any applications and no one contacted me before this inquiry was placed on my report. I want this inquiry removed it is affecting my score and it is fraudulent.

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 07/26/2016 about Consumer Loan (Installment loan) with ONEMAIN FINANCIAL HOLDINGS, LLC. (MS).
Issue: Managing the loan or lease

Complaint: I burrowed {$3000.00} around XXXX or XXXX of last year from Springleaf Financial in XXXX, MS XXXX. I requested a payoff twice. When I asked how much principal and interest I was paying no one could tell me about it. I called XXXX XXXX XXXX twice before anyone answered the phone. The first time I answered then I missed the second phone call. I called back and left a voicemail and he never replied back. While on phone call with XXXX XXXX I asked several times for my payoff and I asked how was it calculated. XXXX XXXX stated, " Our system is n't calculated to give us principal and interest. I asked him could he provide this information to me and get back with me. I went to pay off my loan and noticed that my principal amount left to pay was {$1100.00}. My pay off was {$2800.00}. I did not sign up for any insurance or third party sales. I was wondering why I had {$1700.00} left in interest when my paid it off 2 years early.. I do understand the Interest rate was 19.99 % but I did understand my rate. I asked several times for XXXX XXXX to provide me with an amortization schedule. He said he would get me XXXX but he would have to talk to his boss. I went to pay off my loan, and I had an ACH setup. I did call the business to cancel my ACH so that I could get this issue resolved. I want to put this behind me. It 's been almost 2 months since I requested the following information.

Company response to consumer: Closed with explanation
Consumer complaint received 05/13/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with AMERICAN EXPRESS COMPANY (AZ).
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 have a billing dispute with the  XXXX  whi ch AMEX ha s not managed well at all. The charge is {$63.00} and  XXXX  is claiming it was delivered to my house.     When I look at the documentation supplied by  XXXX  to  AMEX,  is clearly states that this package was left at the front door and we have not received such a package.     I would like to get this matter resolved beca use AMEX is c laiming that I received the package which is not the case, since it was left on a front door some where in the neighborhood by  XXXX .

Company response to consumer: Closed with explanation
Consumer complaint received 11-08-2017 about Credit card or prepaid card (General-purpose credit card or charge card) with BANK OF AMERICA, NATIONAL ASSOCIATION (VA).
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint: On XX/XX/XXXX our debit card # and pin was used at a convience store an hour from us to do a balance inquiry. Following the inquiry a charge was made at a XXXX XXXX XXXX for {$250.00}, this location was an hour away from where we live. The following morning XX/XX/XXXX i noticed the transactions and notified BOA. We filed a complaint and let them know that we had the compromised card in our posession. They filed a claim and closed out the card and issues a new card. They refunded the money {$250.00}. Today XX/XX/XXXX we receive a letter stating the claim was closed and no error was found. We contacted the bank to get details on how the decision was made and they would not give any details other than because a pin number was used it was found bot to be an error. Now they are taking the money back out of my account. My account should be protected and I should not have to verify I am not a liar for a charge made in the middle of the night an hour feom my home. Furthermore if investigations were made I should be able to get the information guven to me on how they investigated not that they just assume a dispute because a pin number was used. I tried to contact the store myself but they were not helpful.

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 04-04-2016 about Mortgage (Conventional fixed mortgage) with NATIONSTAR MORTGAGE (FL).
Issue: Loan servicing, payments, escrow account

Complaint: Nation Star bought my mortgage loan from XXXX XXXX Bank, XXXX. 
The original term on the original loan document stated that when the LTV drops below 80 % customer can ask to remove the PMI, or it will automatically drop at 78 %. XXXX XXXX XXXX XXXX Today, Nation Star said no because their LTV value is set at 75 % for them to drop the PMI. They will continue to collect the XXXX premium for additional 5 % of the LTVXXXX XXXX I am sorry that Nation Star should have known when they purchased somebody 's contract, all the terms in the original contract prevail.

Company response to consumer: Closed with explanation