milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 06/16/2015 about Mortgage (Conventional adjustable mortgage (ARM)) with OCWEN LOAN SERVICING LLC (IN).
Issue: Loan servicing, payments, escrow account

Complaint: In XX/XX/XXXX I filed Chapter XXXX bankruptcy and did not include my house in the bankruptcy. Ocwen is my mortgage company. I was able to continue making payments towards my mortgage up until XX/XX/XXXX. My last payment accepted by Ocwen was in XX/XX/XXXX. I made a phone call to Ocwen on XX/XX/XXXX at XXXX Central time. During that conversation I was transferred to the bankruptcy department. The purpose of my call was to discuss why I was unable to make a payment in XXXX both over the phone and on the internet. The customer service representative would not allow me to make a payment. He stated that because I had declared bankruptcy my loan was then transferred to the bankruptcy department which is why I was not allowed to make a payment. The CSR stated that Ocwen had not received my reaffirmation agreement from my bankruptcy attorney, advised me to contact my attorney, have my attorney fill out the reaffirmation agreement, and fax it to Ocwen. He stated this had to be done in order for Ocwen to start accepting payments. After much back and forth between my attorney and Ocwen I learned that the information your CSR gave me was incorrect and that I should have been able to make a payment. Due to this I fell behind on my mortgage and then unfortunately lost my job early XXXX of this year. By the time I had all the information from my attorney and Ocwen, Ocwen then would not accept any payments unless the behind balance was paid in full. I was told that since the account was greater than 90 days overdue they could not accept any amount of money except the full amount. This incorrect information created quite a problem for me. When I found out that the information this CSR gave me was incorrect from another Ocwen CSR I was told " I 'm sorry you were told the wrong information but they should have been able to take a payment, you were n't speaking with a bankruptcy team expert. '' How in the world was I supposed to know that when I got transferred to the bankruptcy department that XXXX. I was n't speaking with an expert and XXXX. That the information he was giving me was incorrect and that a payment should have been accepted!!!

Company response to consumer: Closed with explanation
Consumer complaint received 09/15/2016 about Debt collection (Credit card) with BANK OF AMERICA, NATIONAL ASSOCIATION (VA).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt was discharged in bankruptcy

Complaint: XXXX XXXX XXXX , XXXX is reporting a collection on my credit report that has been inactive for more than 7.5 years. I have requested that XXXX XXXX XXXX , XXXX show me the most recent record of payment on this collection and they have failed to produce this information. I would like this collection removed from my credit report immediately.

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 12/13/2017 about Mortgage (Conventional home mortgage) with Specialized Loan Servicing LLC (MI).
Issue: Trouble during payment process

Complaint: I received a Good Bye Letter, dated XXXX XXXX, XXXX, from XXXX XXXX notifying me that the servicing of my home mortgage loan had been transferred to Specialized Loan Servicing, effective XXXX XXXX, XXXX. I also received a Final Escrow Review Statement from XXXX XXXX dated XXXX XXXX, XXXX. 

For the last two years my payments have been on time and my home insurance and city taxes have been paid via the escrow account. The payment became due on the first of the month and I have been paying via my XXXX XXXX online no later than the XXXX of the month. Via my online account i could view prior payments and payments made from my escrow account. 

When I logged in to my XXXX XXXX account this weekend it was not possible to pay online. When I called XXXX XXXX I was told to contact another department ( XXXX ) during business hours. On Monday morning I called and over the phone was given my new loan number with Specialized Loan Servicing and another XXXX number ( XXXX ) In the last week I was unable to contact a live human being at SLS to discuss the status of my loan and the escrow account. I have two options to make a payment Online via XXXX and XXXX XXXX with a {$9.00} fee Via an automated phone system, with a {$9.00} fee Since I have no other options Ive made the XXXX payment today, XXXX XXXX, XXXX online.

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 08-04-2016 about Student loan (Federal student loan servicing) with ECMC Group, Inc. (OH).
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint: I have been trying to consolidate my loans for the past 6 months now. My loans are supposed to be with ECMC-they are stating that my loans are in a repurchase phase and that they do n't have them and that they are to be picked up by XXXX XXXX XXXX. I called XXXX XXXX XXXX and they have no record of me whatsoever. I have been denied numerous time for consolidation because ECMC is holding and reporting incorrectly on my loans. They are improperly servicing my loans which is causing me negative reporting on my credit report. I am trying to re-establish repayment of my loans and can not do so because this agency ECMC is incompetent. Please recall me loans from them or have them properly update my loan information so that I can move forward with my financial obligation to repay my loans. They are reporting that I am in Bankruptcy and I have sent over my discharge notice to them as well and they are still incorrectly reporting on my loans.

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 10-11-2016 about Consumer Loan (Title loan) with WHEELS FINANCIAL GROUP, LLC. (CA).
Issue: Charged fees or interest I didn't expect

Complaint: I took out a title loan in XXXX 2014 for {$5700.00}. I asked that night of signing the contract how the payoff process works and was told to just " pay off as much as you can ''. I was unsure of the principal balance and payoff balance but they insisted that it was the same. There was no explanation. I 've asked for a settlement after paying over {$7000.00} to them already and I 've lost my job and can not work right now due to medical reasons. I 'm considering bankruptcy if loanmart does not offer a settlement offer I can afford. I got the vehicle appraised for {$2000.00} and showed them the paperwork and pictures but they still refused and want {$4000.00}. I 've filed a complaint through the XXXX as well and their response was that they would be willing to negotiate the settlement offer of {$4000.00} or lower my interest. I can not afford to continue to make monthly payments so I refused the lower interest option. They stated in their response that they would negotiate the {$4000.00} but whenever I call the number they list, I 'm refused a negotiation and say they will not go lower than {$4000.00}. Why does loanmart state in their public response that they will negotiate the offer but in reality when I call they become rude and unwilling to negotiate. I spoke with multiple supervisors and the manager will not return your call for months unless you call them and demand them to speak with manager. They even wrote on their XXXX repsonse that I refused to leave the manager a voicemail once, but they did n't mention the fact that I had already left the manager a message multiple times before with no repsonse, that 's why I refused to leave ANOTHER pointless message. I also spoke with my account manager XXXX regarding my debt owed on XXXX XXXX, and he became very rude and started threatening me that even if I filed for bankruptcy, they will still come after me for the balance I owed and rudely hung up on me after further stating that he was going to proceed with legal matters. This information he gave me is false, I spoke with my bankruptcy lawyer already and he said XXXX is not allowed to threaten me regarding the debt I owed in this manner. I 've already gone through the XXXX and loanmart responds with false actions. I want to settle my loan with them honestly but am being lied to and treated unfairly through this process. I feel like I was led into a trap by signing this loan with unclear explanations and now can not escape this loan. I 've raised my settlement offer to {$3000.00} by borrowing money from family but that is the most I can borrow for this settlement but loanmart still wants more. My credit is already ruined and I do n't know what loanmart wants me to do.

Company response to consumer: Closed with explanation
Consumer complaint received 06/22/2016 about Credit card () with CITIBANK, N.A. (CA).
Issue: Other

Complaint: I have to no avail brought this issue regarding a 30 day late payment Citi reported on my credit report for XXXX 2015 for my CitiBank Sears card. 


There was an incompetent bookkeeping service paying my bills at the time and feeding me incorrect information regarding my finances and expenses paid. They falsely showed the Citi card account balance of {$150.00} odd being paid in full in XXXX 2015. I only found out about this issue in XX/XX/XXXX when I returned back home from a business trip, and found the 30-day late payment on my credit report. At that time I reached out to my bookkeeping service and told them about the issue, they called Citi on my behalf to make a payment by phone, but apparently the bank account number got transposed and that payment would bounce due to this. 

On speaking to Citi bank they asked that I forward them the documentation from the book keeping company to validate what had happened and they 'd then remove the late payment from my credit repor. I forwarded not only the letter from the book keeping company but also sent Citi my XXXX XXXX account statements which showed balances between {$130000.00} and {$88000.00} at the time the payment was missed and when the payment made bounced. However in spite of this Citi simple responded back by stating this was not their problem and they wo n't be removing the late payment.

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 12-11-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with AMERICAN EXPRESS COMPANY (CA).
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint: Hello, I seem to have XXXX hard inquiries on my credit report that I do not recall ... 
XXXX is from American Express on XX/XX/XXXX and the other from XXXX XXXX on XX/XX/XXXX. 

Please let me know how I can go about it. 

Thank you!

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 10-07-2015 about Mortgage (Conventional fixed mortgage) with Specialized Loan Servicing LLC (AR).
Issue: Loan modification,collection,foreclosure

Complaint: My husband and I both lost our jobs in 2008. We immediately called our mortgage company - XXXX XXXX XXXX. We were told that we would not be eligible for any assistance with the issue until we were 90 days delinquent on our mortgage. We used all of our savings to keep the payments current as long as we could. Once we became 90 days delinquent we called them again to seek assistance. We were then told that we DID'NT MAKE ENOUGH money to for a mortgage help. After missing a few more payments - we XXXX found new jobs! So with our first pay checks we sent in a full payment- It was accepted. At that same time we asked XXXX for some kind of help or modification to help us get caught up. We were then told that we made TOO MUCH money to receive any mortgage assistance. In desperate effort to get caught up we sent in a second full payment 2 weeks later ( we decided to not buy food or other essentials to scrape it together XXXX. The actual check was returned to us uncashed stapled top a letter saying that we were too far behind now and were in foreclosure. After many months and with the help of XXXX XXXX and XXXX XXXX XXXX - on the day before or home was to be auctioned we received a mortgage modification packet fro XXXX. Desperate to keep our home - we signed it. Basically, all it did was tack the back payments and fees onto our loan. So we began making payments. We lost our jobs for the second time a few months later. With no more savings from our first job loss I assumed our home was surely lost. We are still here but after many, many submissions of requests for mortgage modifications - we are now in foreclosure again. I do n't why it has taken so long. Also, during the past few years I looked into a short sale and learned that due to the previous mortgage modification and decline in home values the appraised value of our home is about {$80000.00} under what we owe on our mortgage. So, I have also requested a mortgage modification that includes principal reduction to no avail. My goal is to get a mortgage modification that includes principal reduction to a fair market value on my home. WE are now able to make payments and would like some help with the matter. I would alos like an investigation into my many attempts at requesting mortgage assistance because I suspect that at some point in all of this we must have been eligible for assistance but our paper work was either purged or not even actually considered. If this is true then we would not be in this situation in the first place.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 04-11-2016 about Credit card () with SYNCHRONY FINANCIAL (LA).
Issue: Closing/Cancelling account

Complaint: The bank of issue closed my credit card account due to inactivity therefore possibly causing ill affects to my credit score and report. I did not authorize them to close this free credit card account that was in good standing and I was not notified that such was happening.

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 07-03-2015 about Credit reporting () with Experian Information Solutions Inc. (IN).
Issue: Incorrect information on credit report
Sub-issue: Personal information

Complaint: On my credit report, they 're showing my current address as XXXX XXXX XXXX XXXX, XXXX, Indiana XXXX. I 've never lived at that address, nor do I know anyone at that address. My correct address is XXXX XXXX. XXXX, XXXX, IN XXXX. 
Additionally, they have my name as " XXXX XXXX XXXX '', and my name is " XXXX XXXX XXXX ''. 
Finally, they 're showing a debt from a judgement, re : XXXX, and this has been paid off since XXXX of this year. How do I go about getting this and some other discrepancies removed from my credit reports? Thanks! XXXX XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 02/23/2016 about Credit card () with FIRST NATIONAL BANK OF OMAHA (GA).
Issue: Identity theft / Fraud / Embezzlement

Complaint: My credit card stopped working so I contacted the bank and was told I was over my limit. I pay my balance every month and only use the card for small charges like gas once a week. My identity was compromised and over XXXX charges were made in XXXX 2015. The CS rep took the information and I paid the charges I was responsible to pay. I mailed a letter denying the fraudulent charges and made a police report. Several attempts have been made to talk to the bank since discovering the fraudulent charges. I keep getting a new statement showing I still owe the charges and interest.

Company response to consumer: Closed with explanation
Consumer complaint received 09-05-2017 about Mortgage (Conventional home mortgage) with Shellpoint Partners, LLC (WI).
Issue: Trouble during payment process

Complaint: I have been having chronic issues with my mortgage company for the past 4 years or so. Their name is New Penn Financial, based in XXXX, Pa. Occasionally I will send them extra monies with my monthly mortgage payment to be applied to the principal. Sometimes they apply this money to my next months payment. This is both against the law and their own company policy. I feel that they do not want me to pay off my mortgage early. I have complained in the past and have been told that it would not happen again. So far, it has happened more than 5 times. I feel very frustrated and hope you can help me.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 02/23/2017 about Debt collection (Payday loan) with Ad Astra Recovery Services Inc (CA).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt was paid

Complaint: Company bought old debt that has been paid company bought and is harassing me to pay debt that has been paid

Company response to consumer: Closed with explanation
Consumer complaint received 05/30/2015 about Payday loan () with ACE CASH EXPRESS, INC. (VA).
Issue: Charged fees or interest I didn't expect

Complaint: I took out a payday loan expecting it to be a decent amount that was owed back. The interest rate was too high and at this time I am a student that is unable to set up a payment plan with the loan company. Today I received a threatening phone call saying that i had an order for my location, and that I would be arrested. It scared me, so I contacted the court house they claimed I had a case with and there were no records there. Also, I went online to make sure there was no warrant or such for a failed loan. The bank account that I used back in 2012 when I received the loan has since been closed because it was almost over 4 years ago! They are harassing me saying that I committed a crime of sort. When I have done no such thing. I had an email sent a few months ago that I responded to explaining to them that I would not be able to pay the funds at the time. Unfortunately Im not sure what else to do, and Im not sure If I am legally in trouble or what is going on.

Company response to consumer: Closed
Consumer complaint received 03-04-2017 about Credit card () with Alliance Data Card Services (CA).
Issue: Balance transfer

Complaint: On XXXX last year, I had requested for balance transfer {$1700.00} from XXXX CARDS ( Card Services ) to COMENITY -Total Rewards Visa Card as you will see at the attachment FCC XXXX ( XXXX ). But it does not go through until now. I did contact Customer Services at XXXX CARDS ( Card Services ), and they told me that they never receive any check with the amount {$1700.00} from COMENITY-Total Rewards Visa Card as attachments FCC 001 ( XXXX TO XXXX ) from XX/XX/XXXX to XX/XX/XXXX. I did contact Customer Services at COMENITY-Total Rewards Visa Card at XXXX, and talked to a lot of persons, such as : XXXX, she is Supervisor of Resolution Dept., and her ID # XXXX on XX/XX/XXXX at XXXX PM ( PST ). Next, XXXX, her ID # XXXX at Customer Care Dept. on XX/XX/XXXX at XXXX ( XXXX ). Last, XXXX, her ID # XXXX, she is the Account Manager on XX/XX/XXXX at XXXX ( XXXX ) .Both of them understood the problem, and they told me that they will ask Customer Care Team to dispute or stop the amount {$1700.00}, and credit back to my account plus {$17.00} for transaction fee, total amount should be credited back to my account is {$1700.00}. But this person, XXXX, who is XXXX Representative at Customer Care Team did not understand, or did not want to credit back to my account, he sent me a lot of letter, and tried to confuse me by linking to other amount as you will see at the attachment FCC 001 ( 5 ). I did not ask them to dispute or stop {$1700.00} to XXXX as attachment FCC 001 ( 6 ). The corrected remaining balance should be {$1500.00} after crediting {$1700.00} plus {$99.00} ( XXXX payments from XX/XX/XXXX to XX/XX/XXXX ). It is not {$3400.00} as attachment FCC 001 ( 7 ). I am very frustrated about this COMENITY-Total Rewards Visa Card. Please help to me solve this matter. 

Regards, XXXX

Company response to consumer: Closed with monetary relief
Consumer complaint received 02/13/2018 about Mortgage (Conventional home mortgage) with FCI Lender Services Inc. (CA).
Issue: Struggling to pay mortgage

Complaint: CFPB # XXXX XX/XX/XXXX Consumer complaint narrative Lender and servicer are in violations of the CA HBOR. They acknowledged that they received a complete modification package from us. After a day, they decided to deny us for the loan modification. They never fully reviewed the loan mod package and never suggested and discussed with us the alternative options to prevent foreclosure. They made clear their decision to deny us for the loan mod is final and subject to no further appeal. They never stopped the foreclosure sale date while we are seeking for the approval of the loan modification option. Thank you. 

Company has responded to the consumer and the CFPB .... 
XXXX Hello CFPB, Above was the complaint I submitted last yea against FCI Lender Services and the lender. Specifically, the reasons they denied us of our loan modification application last year were " due to our income and multiple properties. '' and that their decision was " final and without further appeal. '' The fact of the matter is we have only one additional property ( our original home ). And, regarding my income, I was on medical leave mostly during the months of XXXX and never got paid with XXXX XXXX XXXX until end of XX/XX/XXXX. 

Anyway, after I wrote the above complaint to CFPB, I remember receiving a letter from FCI Loss Mitigation department that the denial was actually due to the fact that the loan modification package was submitted less than 37 days before the sale date and the first denial letter by the lender was only a courtesy. 

By the way, upon receiving the first denial of the loan modification package, I filed my first bankruptcy to save our home from foreclosure ... There have many many issues in the bankruptcy courts until the present times. 

However, on XX/XX/XXXX, we submitted another loan modification package to FCI Lender Services. After a week, we again received a denial letter stating that " our lender is unable to offer a Loss Mitigation Assistance Program because the loan modification request was received 37 days or less prior to the scheduled foreclosure sale date of XX/XX/XXXX. '' My question is, which one takes precedence ; the CFPB rules or the XXXX California Homeowner Bill of Rights stating that loan modification should be reviewed upon receipt of the package even at the day of the foreclosure sale? 

Please, advise. 

Thank you, California Veteran

Company response to consumer: Closed with explanation