milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 04/26/2015 about Mortgage (Conventional fixed mortgage) with PHH Mortgage Services Corporation (MO).
Issue: Loan servicing, payments, escrow account

Complaint: I took out a mortgage with PHH Mortgage to purchase a villa on XXXX/XXXX/14. At the time of closing I was asked for over {$3000.00} for the escrow account. I questioned it at that time because from the data I had been given, most of the homes in the subdivision have real estate tax bills of under {$2000.00}. I was told that if the amount was incorrect that it would be corrected when the XXXX tax bill was made. 

PHH did pay the original tax bill. However, that tax bill was for an unoccupied home. the payment they made triggered an additional bill which was forwarded to them. They did not pay this bill nor did they notify me that it had not been paid. The total tax bill due was {$1700.00}. Of that they paid {$570.00}. 

I found out that they had not paid when I read a story about a local homeowner who lost their home because their mortgage holder never paid the tax bills. I decided to double check. The bill had not been paid. I paid it and sent PHH a letter requesting a refund for the amount I had paid out of pocket on XXXX. 

From XXXX until XXXX they basically ignored me except for the XXXX email they sent in which they stated that after checking with the tax office, there were no taxes due. The letter dated XXXX basically stated that they had received my complaint and would be in touch. 

I received a XXXX letter ( from XXXX XXXX, liaison to the President ) a few days after XXXX XXXX and I spoke. He agreed verbally and in the letter that PHH had ben negligent in not paying the XXXX bill. He informed me that there was an excessive amount of money in the escrow account and he would personally initiate a refund of any overage. I received a letter from him a few days later which stated that I was indeed due a large refund and that due to the overage that they had collected, they would be adjusting the payment amount and lowering it. 

Four days later I received a check for over {$1000.00} less than what he had stated and a notice that they would be collecting the same amount in escrow for the next 12 months as they have since the XXXX payment. 

They have estimated my taxes at {$4600.00} when in reality the actual tax bill was {$1700.00}. By the time they receive my XXXX XXXX payment they will have over XXXX what they need to pay the bill in XXXX. In other words, my tax bill could XXXX and they would have money left over. When they pay the tax bill in XXXX they will have over {$2000.00} left in escrow and yet will continue to collect almost {$400.00} a month for another five months before again evaluating and adjusting.

Company response to consumer: Closed with explanation
Consumer complaint received 02/27/2016 about Debt collection (Medical) with Golden State Collections LLC (CA).
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint: Hi, I found a collection debt on XXXX XXXX and wanted to pay it off. I 've called the collection company twice now to ask for the bill, so I may pay the debt. The XXXX person I talked to said she will send via mail and the XXXX person I spoke to said they 'll have to figure it out and that the XXXX person should n't have told me they would send a bill. I am not sure why they are withholding the bill but I would like this off my record as soon as possible. It has been a month since my first contact with them. How do I pay this off?

Company response to consumer: Closed
Consumer complaint received 11-03-2017 about Checking or savings account (Checking account) with CITIZENS FINANCIAL GROUP, INC. (DE).
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint: I opened a new checking account at a local Citizen 's Bank ( CB ) branch. CB was running a promotion ; make {$500.00} in direct deposits within the first 60 days and CB will deposit a {$200.00} bonus. I asked the banker, XXXX, if the initial qualifying {$500.00} direct deposit could be broken up into multiple deposits, or had to be one large lump sum. She specifically told me that as long as the direct deposits added up to {$500.00}, either would be fine. 

I immediately adjusted my funding accounts at work for two direct deposits of {$250.00} each to be deposited over the subsequent two pay periods ( totaling {$500.00} ). However, the {$200.00} bonus was never credited to my account. I called in after the 60 day period expired, and was told that the initial deposit had to be one lump sum of {$500.00}. So I contacted XXXX, who advised that she reached out to CB 's marketing department and asked for an exception. Unfortunately, the exception was denied, even though she initially advised us that the qualifying deposits could be broken up. 

I attached the e-mail conversation with XXXX. She advised that she never stated that the initial deposit could be broken up. However, I would not have broken up the deposits if I was n't informed I could do so. The only reason I broke up the deposits was because it was more of a convenience ; doing the one lump sum would have required me to temporarily delete one of my funding accounts from my company 's payroll system. 

The whole ordeal has been really unfair. I know it 's my word versus the banks, but I really feel that this is a UDAAP issue. Please make an exception and credit me the {$200.00} intro bonus.

Company response to consumer: Closed with explanation
Consumer complaint received 06/29/2017 about Debt collection (I do not know) with PORTFOLIO RECOVERY ASSOCIATES INC (IL).
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint: I 'm constantly being harassed and sought after over a debt that is not mine! I have disputed many of times and have been sent everything but a contract and proof of identification stating that the debt is mine!! This debt is not mine and I will like it removed from all credit bureaus!

Company response to consumer: Closed with explanation
Consumer complaint received 12/15/2015 about Bank account or service (Other bank product/service) with AMERICAN EXPRESS COMPANY (GA).
Issue: Using a debit or ATM card

Complaint: XXXX : The following is the over view of my issue with AMEX debit cards. This issue has occurred nearly a dozen times. The issue is AMEX making an error in processing a payment/ return. The amount of time to have wrongly removed monies from the account runs nearly 8 business days which is nearly 2 weeks of a consumer not having access to their own money. Although VP 's contacted me, the error was not corrected. 

I am contacting you concerning the recent scandal involving the XXXX XXXX. Due to a similar issue with AMEX, I will be addressing the issue in the same manner as I and my partners addressed the issue below concerning XXXX. The case is now part of the XXXX case to break up XXXX and fine the corporation {$6.00} XXXX http : XXXX. 

We are taking the XXXX approach to addressing the massive and industry wide scam of stealing from consumers and inconveniencing them in a very harmful way. For example AMEX and most of these cards encourage the working class and poor to have Social Security, XXXX, their paychecks, etc. directly deposited to debit cards. As in the XXXX XXXX situation those funds are made unavailable through errors, and other unethical practices to increase revenue for the card companies. We will be calling on the federal and state governments to take action that bars swipe fees, any wait time for consumers to have access to their monies due to error or profit gouging by card companies. The movement will involve reaching the public and legislators through press releases, press conferences, taking legal action, and boycotting companies that are in the consumer exploitation business. 

If your organization would like to participate please let me know how we can help. 

XXXX XXXX XXXX XXXX : XXXX https : //www.google.com/ # XXXX & XXXX , % XXXX , % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 03/24/2015 about Debt collection (Other (i.e. phone, health club, etc.)) with Continental Central Credit, Inc. (VA).
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint: I have been paying a month amount as part of payment plan, and as the principal has decreased, the interest has increased which does not make since. The company will not disclose the interest rate and when I questioned it, was lied to an told that there was also another debt sent to the company by the original company for fees due in 2015. I was also told that is trade practice for upcoming fees to be sent collection and not billed to the person if they were already in collection. The fees for 2015 have not even been invoiced by the original company and when they are they are due in XXXX 2015. I have verified this with the original company and notified them that something shady was going on with the collection agency. Also the amounts I am given over the phone and on the letters/invoices sent to me each month do not match. I think the practices of Continential Central Credit need to be investigated as they are being untruthful.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 10-05-2016 about Bank account or service (Other bank product/service) with BANK OF AMERICA, NATIONAL ASSOCIATION (CA).
Issue: Account opening, closing, or management

Complaint: I am caught in a very frustrating wormhole.My wife and I have gone to the branch, four times ; I spoke to a representative at consumerfinance.gov ( XXXX ) for about an hour and a half and told her my WHOLE STORY. She assured me that a rep would call me with a resolution. I filled out a survey ; XXXX XXXX left a voicemail but upon returning the call, I got XXXX XXXX, who told me a lot of nothing. MY PROBLEM is that the branch at BoA XXXX XXXX drilled my safe deposit box and is holding my contents. They have provided no reasons ; no explanation as to why this was done. All of the answers I get is what should have happened ; that the bank sent out several compliance notices and that I failed to answer them. I asked what information could they possibly have been requesting ; everyone speculated that it could have been a missing social security number or address or phone number. I 've had that safe deposit box at XXXX XXXX since XX/XX/XXXX ; prior to that I had one at the XXXX XXXX branch. I 've had that box here in XXXX XXXX over 30 years. I added my wife XX/XX/XXXX, the year we were married. We were asked to come into the branch about XX/XX/XXXX, XX/XX/XXXX and to this day, I do n't understand the info they were requesting. The branch asked us to return to the branch and we did again, in the same week. The so-called information we submitted those two times in the same week was the EXACT SAME information we submitted XX/XX/XXXX. I received NO letters, emails, nothing EXCEPT a letter stating that the box had been drilled. To this day, in speaking to the branch, in speaking to XXXX for over an hour ; in speaking to XXXX XXXX and ANOTHER rep at consumerfinance.gov, I still have not retrieved my belongings from BofA and no one has given me a real, true, concrete reason as to why the box was drilled. I know what the problem is : no one at BofA knows the reason the box was drilled ; there is only wild speculation as to what " should have happened '' and " notices would have been sent out requesting various information '' but the fact that the box was drilled, there had to have been a serious, egregious issue, to which, no one has offered one scintilla of comprehensive facts as to the reason the box was drilled. What I am advised now is to go back into the branch and request that they give me my belongings. That 's where all this confusion started.

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 09-04-2017 about Credit card or prepaid card (General-purpose credit card or charge card) with DISCOVER BANK (PA).
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint: Discover enrolled me in a Payment Protection Program back when I first signed up for the card. Since then it appears to have been on my statement as a small fee that would has gone unnoticed for the full length of my membership with them. Upon calling Discover all anyone can say is that I gave permission for them to charge me over the phone without any additional information, recordings, or names. They then continue to state again all that they attempt to do keep members aware that they are being charged these fees with no statements as to how I was specifically enrolled originally or what they are doing to address such concerns in the future.

Company response to consumer: Closed with monetary relief
Consumer complaint received 09-08-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (GA).
Issue: Problem with fraud alerts or security freezes

Complaint: Equifax Inc. said its systems were struck by a cyberattack that may have affected about 143 million U.S. customers of the credit reporting agency. Intruders accessed names, Social Security numbers, birth dates, addresses and drivers license numbers. Credit card numbers for about 209,000 consumers were also accessed. Criminals took advantage of a U.S. website application vulnerability to gain access to certain files from mid-XX/XX/XXXX of this year ... The intruders also accessed dispute documents with personal identifying information for about 182,000 consumers.

Company response to consumer: Closed with explanation
Consumer complaint received 08/27/2015 about Student loan (Non-federal student loan) with WELLS FARGO & COMPANY (NM).
Issue: Can't repay my loan
Sub-issue: Can't temporarily postpone payments

Complaint: On or about XXXX/XXXX/2015, I telephoned a " Payment Assistance Specialist '' at Wells Fargo. I was told I can not receive any further forbearances and I must pay by XXXX XXXX, 2015. This person was trying to see if my being in " XXXX XXXX '' may help get an in-school deferment, but she thought not. This person offered no information about getting another servicer or modifying the loan. It seems, Wells Fargo wants me to default on the loans! XXXX XXXX University XXXX XXXX XXXX, XXXX, VA XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 08/16/2015 about Consumer Loan (Installment loan) with WELLS FARGO & COMPANY (MN).
Issue: Managing the loan or lease

Complaint: They have this account listed as a charge off and it was a settlement. My former attorney settled on this account and part of the settlement was my credit was not to have a negative and be cleaned up. The bank is Wells Fargo. This was a credit card that originaly was in dispute for charges that should n't have been on it. My attorney won and settled with Wells. Again this account is settled and is listed on my credit report as a charge off, therefore hurting my credit when it should n't be. This is wrong and needs to be corrected. I do not have the last XXXX digits of this account, it has been closed a long time, but I can give you what is listed on my credit report. XXXX is the account number.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 09-02-2015 about Mortgage (Conventional fixed mortgage) with BANK OF AMERICA, NATIONAL ASSOCIATION (SC).
Issue: Loan modification,collection,foreclosure

Complaint: Original Message : Because I received a settlement because of my mortgage mishandling, I 'm just wondering why my credit is still reflecting negatively when you I was advised incorrectly for years and you admitted to it. I am requesting that you removed all the negative remarks on my credit. 
Bank of America Message : Dear XXXX XXXX : Thank you for your Internet inquiry addressed to the Customer Service Department pertaining to your mortgage question. 
Please review the settlement letter you received with your settlement payment, there is a wealth of information about the settlement related to your specific mortgage. You are encouraged to contact the credit reporting bureaus directly with your loan 's information, and submit any corrections you feel are warranted for their review. 

Thank you for communicating with us electronically ; we appreciate the opportunity to be of assistance.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 01/25/2016 about Credit reporting () with Experian Information Solutions Inc. (FL).
Issue: Credit reporting company's investigation
Sub-issue: Investigation took too long

Complaint: Company did not respond to letter of inquiry concerning improper credit reporting notification.

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 01/24/2018 about Vehicle loan or lease (Loan) with HYUNDAI CAPITAL AMERICA (FL).
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint: A XXXX XXXX dealership in XXXX XXXX, Florida sold me a car based on the idea that I would have gap insurance and never included it in my contract. The actually cash value and XXXX XXXX XXXX value of the vehicle is {$6800.00} less than how much I owe on the vehicle, which is {$15000.00}. XXXX is only willing to pay the cash value of the vehicle and XXXXXXXX XXXX   denies ever having gap coverage in my contract. I was badly injured in hydroplane car accident and when I tried contacting the dealership, they only had records of my vehicle. They had switch from XXXX to XXXX 's XXXX dealership. I do n't have {$7000.00} to give out of my pocket for a vehicle that I could only have bought brand new from XXXX XXXX, as they would n't sell me a used car. XXXX XXXX Customer Service basically said that they get their payment from XXXX and leave me with that overpriced bill expecting me to pick it up. And they told me they did n't know how collections would handle it.

Company response to consumer: Closed with explanation
Consumer complaint received 01-02-2018 about Credit card or prepaid card (General-purpose credit card or charge card) with BANK OF AMERICA, NATIONAL ASSOCIATION (MD).
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint: I had my cash back rewards set to automatically redeem at the end of each month and go into my Bank of America savings account. The problem started when I closed this savings account due to high minimum account balances and high fees. 

When I closed my savings account I changed my preferences online so that my credit card rewards were not automatically redeemed each month. I also called the bank to close the savings account and specifically asked if there was anything else I needed to do to make sure the credit card rewards would not be automatically redeemed to a closed account. 

I closed the savings account in XXXX 2017. Each  month since then, my credit card rewards show a XXXX  dollar balance and it says the rewards were redeemed. It does not show which account the money went to. I call BofA and explain the situation. Each time they assure me it will not happen again and that my cash back rewards are not set to automatically redeem. 

The cash back rewards are not insignificant amounts for me. Since XXXX 2017, they have " lost '' a few hundred dollars of my cash back rewards. When I bring it to their attention they " find '' it, but if I am not paying attention and continually following up with them I fear they will not fix the situation.

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 01-07-2017 about Credit reporting () with EQUIFAX, INC. (VA).
Issue: Incorrect information on credit report
Sub-issue: Public record

Complaint: The following accounts are showing on my credit report that have not been legally validated and verified. The original creditor has not provided validation and the Court refuses to validate this debt as they can not find any record of it. Please verify and validate it or remove from my credit reports immediately or I will begin litigation. This is NOT a request for " verification '' or proof of my mailing address, but a request for VALIDATION made pursuant to 15 USC 1692g Sec. 809 ( b ) of the FDCPA :

Company response to consumer: Closed with explanation
Consumer complaint received 09/23/2016 about Bank account or service (Other bank product/service) with PNC Bank N.A. (PA).
Issue: Using a debit or ATM card

Complaint: My son is away at XXXX in XXXX, Pennsylvania. There is no local bank for him so our bank advised him to use the no surcharge ATMs to ensure there is no charge for getting cash from the atm. When we arrived at his dorm there was an ATM right in the lobby that stated no surcharge on it ( picture attached ) so I told him to make sure he uses that XXXX. When he used the ATM it now stated they were charging a {$3.00} fee for withdrawal ( picture attached ). There is XXXX students in my son 's XXXX class and nearly XXXX students on campus. These student are hundreds and some thousands of mile away from home and need to have access to their money for necessities like books and food. PNC has the market for ATMS on campus and are falsely advertising their inaccurate service. 
I contacted PNC customer service and talked to representative XXXX XXXX on XXXX at XXXX XXXX. He took the information and said he would forward it to their service department to get the sign taken down. I asked what they were going to do for these students that have already been falsely advertised to and had to use their ATM. He said they should not have used the machine and their is nothing he would do. I asked to speak to someone higher up and he would not provide a name or number. He told me to dispute the charges with our bank. I hung up and called our bank and they said their is nothing they can do on their end because the charges came from PNC. 
The issue is that they falsely advertise and these kids are, for most, first time away from home and have no other choice but use the machine or take a chance to go off campus and XXXX only knows what may happen to get the money they need to survive. If we use the example of approximately half the student body ( XXXX ), and they take money out of the PNC ATM once a month for {$3.00} each transaction the bank has just made {$35000.00} a month unfairly. We send our children to getter a higher quality education and the big banks are morally and unethically teaching our kids that it is ok to falsely advertise and make money for doing it.

Company response to consumer: Closed with explanation
Consumer complaint received 10/18/2017 about Mortgage (Conventional home mortgage) with Shellpoint Partners, LLC (VA).
Issue: Trouble during payment process

Complaint: Servicing on my XXXX mortgage was switched numerous times. Was assigned to New XXXX Points Mortgage # XXXX on XXXX XXXX ... ..confusing of who I was to make payments to and made XXXX payments in XXXX ... they are reposting me 30 days late in XXXX of XXXX ... ... I was under the impression no late payments can be reported to the credit bureau during the XXXX 60 days ... ... they will not cooperate with me

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