milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 05/18/2017 about Student loan (Private student loan) with Navient Solutions, LLC. (WI).
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint: On  XXXX   XXXX    XXXX   I contacted  Navient  in order to try lowering my monthly payment as it jumped from  XXXX  to  XXXX  in a month. I could n't afford this new amount. I spoke with a representative in order to take care of this. I was told I could consolidate the  3 loa ns within the company for a lower interest rate, lower monthly payment but it would extend my loan in years. I was fine with that, I agreed to a payment of {$62.00} a month. I was informed that I qualified for this program and that I would have to m ake 3 consecut ive monthly payments of {$62.00} in order to stay in the program. On  XXXX / XXXX /  XXXX  , I logged into my bank account to see that not only did the {$62.00} come out of my account, but also the amount of {$200.00} that as my previous payment amount that was suppose to be discontinued. When I called  Navient, each  person told me something different, I finally spoke to someone and they were going to send an email to their boss to get my {$200.00} overpayment deposited back into my account, as the review of my account showed the person on  XXXX / XXXX /  XXXX   was suppose to cancel the  XXXX  payment. I logged into my  Navient  Account on  XXXX / XXXX /  XXXX   and the prior payment plan was still in effect. So I calle d Navient once again . They had then told me that I never actually was enrolled into a program, that the lady I spoke to a month prior just created the payments. Okay so now I am confused as to what really happened. Spoke to numerous people and then finally to  XXXX , who informed me that the employee just created payments, that i never got qualified for this new payment plan. Okay so I ask as how to lower my monthly payment, she tells me there is no way in which to do that and that my payment instead of {$200.00} will now be {$230.00} a month once again upping my monthly payment  again, 3  time in 3 months. They refuse to help at all, each person makes an excuse for the prior person. I have never had a problem with a loan company before as I have with Navient, I do n't feel that them continuing to up my monthly payment each month to satisfy them is fair to me as the loan holder. I do n't know what else to do at this point.

Company response to consumer: Closed with explanation
Consumer complaint received 09/29/2015 about Mortgage (Conventional fixed mortgage) with SUNTRUST BANKS, INC. (DC).
Issue: Application, originator, mortgage broker

Complaint: I received exceptional service from my lender and it angers me that I can not comlain about it

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed
Consumer complaint received 09-09-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (WA).
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint: Experian Inc. experienced a security breach from mid XX/XX/XXXX through XX/XX/XXXX where they recently started a website for consumers to find out if they have potential impact regarding the breach. This website is XXXX. I entered in the information required on this website and found that I am on of the people who have been potentially impacted. 

The hackers accessed peoples names, Social Security numbers, birth dates, addresses and, in some instances, drivers license numbers. They also stole credit card numbers for about 209,000 people and dispute documents with personal identifying information for about 182,000 people. 

This improper use of my information and report by XXXX violates my privacy and puts me in danger of becoming a victim of identity theft.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 11/16/2017 about Mortgage (Conventional home mortgage) with Shellpoint Partners, LLC (MA).
Issue: Trouble during payment process

Complaint: I received a letter dated XX/XX/XXXX from my previous mortgage servicer, XXXX XXXX XXXX XXXX, stating that the servicing of my loan was being transferred to Shellpoint Mortgage Servicing effective with my XX/XX/XXXX payment. The letter stated that Shellpoint " will be responsible for such things as paying your property taxes. '' I never received a welcome email, phone call, or letter from Shellpoint. On XX/XX/XXXX, I called Shellpoint inquiring about how to pay my mortgage payment due XX/XX/XXXX. I was told that my mortgage was just entered into Shellpoint 's system that day ( even though I was notified about the mortgage being transferred to Shellpoint a month earlier ) and all the information about my mortgage was not yet available in the system. I called Shellpoint a week later, on XX/XX/XXXX, to confirm that Shellpoint was paying or had paid my quarterly property tax, due XX/XX/XXXX. I was told that they were not paying the property tax, and I had to email them a copy of my property tax bill, which I did on XX/XX/XXXX. I received confirmation of receipt of my email and property tax bill on XX/XX/XXXX ; the email stated " Your documents have been received and forwarded for processing. '' I called Shellpoint again on XX/XX/XXXX to confirm that my property tax bill was being paid, as it was now a week overdue. I was told the tax bill was with a 3rd party to be paid and any late payment penalties would be charged to that 3rd party. The customer service representative could not give me a timeframe as to when the property tax bill would be paid, and advised me to keep calling back to check on it. I called Shellpoint yet again, a week later, on XX/XX/XXXX, and was told the same thing - that the tax bill was with a 3rd party to be paid, they could not give me a timeframe as to when the property tax bill would be paid, and advised me to keep calling back to check on it. This is absolutely unacceptable and certainly not how I run my household, nor would I run a business like this. If a bill is overdue, it should be paid ASAP. My property tax bill is now 15 days overdue, and I am requesting that it be paid by Shellpoint, using the funds in my escrow account, ASAP. I am very unimpressed with Shellpoint Mortgage Servicing.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 09/29/2016 about Student loan (Federal student loan servicing) with ACS Education Services (CO).
Issue: Dealing with my lender or servicer
Sub-issue: Need information about my balance/terms

Complaint: I have been waiting for ACS Education ( " ACS '' ) to provide a certified payoff to my new lender for over 9 months. However, ACS is refusing to do so. 

ACS currently services XXXX of my student loans. In approximately XXXX 2016, I submitted an application for a federal consolidation loan with XXXX XXXX. This was approved and all of my student loans were paid off with the exception of the loans serviced by ACS. XXXX XXXX informed me that it had requested an up-to-date certified payoff amount from ACS but was told that ACS could not provide this information due to an accounting issue. 

At XXXX XXXX ' request, I called ACS to ask about how we could clear this issue up. I was informed that ACS needed to recalculate my principal, interest, and payments to ensure they were giving XXXX XXXX an accurate and certified payoff. I was informed that this process was completed by a separate ACS department and that they did not know how long it would take. I asked to speak with someone connected to that department and they refused. For over 9 months now, I have been waiting for ACS to complete this " adjustment '' calculation and provide the payoff to XXXX XXXX so that my federal consolidation can be completed. The only information I receive is from an ACS customer service manager on a semi-weekly basis. This manager simply informs me that, " this matter is still pending and I have no updates for you. '' In the meantime, interest is still accumulating on this account and ACS is still being paid to service it. Due to the types of loans, these accounts do not qualify for certain IBR plans which was the main reason for my consolidation into XXXX federal loan. This has placed an extreme hardship on me and my family and I am considering bringing a formal action in state or federal court against ACS.

Company response to consumer: Closed with explanation
Consumer complaint received 02-01-2018 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: Information belongs to someone else

Complaint: XXXX XX/XX/XXXX Letter Credit Bureau On XX/XX/XXXX I mailed off a certified letter to the following credit bureaus. I noticed that it has been past 90 days now and nothing has been resolved at this point your company continues to report inaccurate information on my credit report. I am now sending my second letter of concern with the following errors and inaccurate information that your company continues to list on my credit file. I must warn you that you breaking several laws in the Fair Credit reporting Act and it is a violation of my rights. I wont allow this to continue because its very hazardous to my life and my credit profile. I take my personal information very seriously and I know my rights and laws. In this situation my rights have been violated and I have record of the violations including the letters of my credit report of you falsely impersonating to be me over bearing fictious signatures without my consent and going over boundaries which require me to contact my lawyer and other law enforcements for this reason alone. Someone will be in contact with you very soon. You have caused major distress and I will be taking legal actions against your company, I have filed an FTC complaint, in the process of filing a lawsuit. This is an affidavit and an internal dispute. An internal dispute takes 3-5 days and I demand all the inaccurate information to be removed immediately following this investigation. I will call to check on the status of this dispute and write down the names and I will be recording the phone calls. If you intend to send me letters saying you have verified the account or information I will be forced to take legal action that instant. I have attached a letter of the inaccurate information that is listed on my credit file by your company. The accounts listed on my credit file are reporting inaccurately and theyre listed in the attachment below. You removed some but you didnt remove the following in the attachment.

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 03/31/2015 about Mortgage (Conventional fixed mortgage) with NATIONSTAR MORTGAGE (CA).
Issue: Loan servicing, payments, escrow account

Complaint: I needed to change my last name and get my Deed of Trust updated. I have called this company many times and spent hours on the phone, as well as faxing and emailing supervisors from their website as well as from my email. I have sent in the same information many times. The people they have in their call centers have no idea what they are doing. Typically the wait is over XXXX minutes and you get transferred many times and hung up on. Today I received a letter stating that they received my death certificate and they send their condolences. I assure you I am not dead. I am very frustrated that I can not get this issue resolved and it has been many weeks of frustration. I need to have my deed of trust updated so that I may update my grant deed and titles for my property and property rights.

Company response to consumer: Closed with explanation
Consumer complaint received 06-01-2015 about Consumer Loan (Vehicle loan) with HYUNDAI CAPITAL AMERICA (FL).
Issue: Managing the loan or lease

Complaint: I Have always paid my Hyundai Motor Finance payment as agreed. Due to a combination of bank errors, Hyundai Motor Finance not updating my account info as requested and failing to have a system in place to collect payments after items were incorrectly returned NSF due to bank error, Hyundai Motor Finance is now falsely reporting my account as past due from XX/XX/2013-XX/XX/2013. On XXXX XXXX, 2013 I paid my account with good and collected funds in my bank account but my bank mistakenly returned the payment NSF ( as evidenced by the attachment ). I was n't made aware of that at any time by XXXX until XXXX of 2013, at which time I immediately paid the amount owed in full. There was also a bank error in the summer of 2013 when a wire that was sent to my account was returned due to an extra number being added to the account number. It happened on the exact day I made a payment to XXXX ( as evidenced by the attachment ). Again, I was n't made aware of this at any time by XXXX until XXXX of 2013 as XXXX had failed to update my contact info. I have written to XXXX on more than XXXX occasion. ( sent certified mail yet they claim they did n't receive ) asking them to correct my info on my credit report. XXXX has refused to correct my account info and has given me incorrect and false information regarding my account. Other than this approximate 6 month stretch when the bank returned a check I had sufficient funds on, I have had no late payments of any kind in the past 6 years. XXXX is also profiting from a flaw in their system by charging me late fees on payments that could n't be accepted by them after my boyfriend discovered the banking error XX/XX/2013 while I was in XXXX and he tried to make payments over the phone. Their system would n't allow the customer service representative to over ride the system because of the past NSF 's. Although XXXX 's customer service representative had indicated to him that he DID over ride the system and that the payment had been made when in fact it did n't. This exasperated the problem and has caused my credit report to show additional late payments to XXXX. XXXX profited financially by charging me late fees they did n't deserve.

Company response to consumer: Closed with explanation
Consumer complaint received 04/20/2015 about Credit card () with CAPITAL ONE FINANCIAL CORPORATION (DC).
Issue: Identity theft / Fraud / Embezzlement

Complaint: Identity theft

Company response to consumer: Closed with explanation
Consumer complaint received 10/14/2015 about Debt collection (I do not know) with Financial Credit Service, Inc. (OH).
Issue: False statements or representation
Sub-issue: Indicated committed crime not paying

Complaint: I received a message on my voice mail from Asset Recovery Associates, stating that I needed to call them right away about a " bad check and breach of contract filing '' against XXXX XXXX. XXXX XXXX is my ex-husband whom I have n't seen since 1997 ( except in Family Court ). I was given the case # XXXX, and the phone number of the " Plaintiff '' is XXXX. When I called the number, I was told that I was a " co-defendant '' with XXXX XXXX in this case which has already been filed in XXXX, IN and I should be served with a summons soon. I informed " XXXX '' that I have never set foot in XXXX, and that XXXX XXXX and I have been divorced for quite some time. She kept refusing to give me any further information and said I would just have to wait until I 'm served, and then she hung up on me. My husband also called, and he was hung up on as well. After calling the XXXX County, XXXX County Clerk 's office, I was told to do a search at mycase.in.gov and that if there was anything filed against me it would show up. I did that with both my name and my XXXX XXXX 's name, and nothing came up. In addition, one of my daughters told me that she received a phone call asking about contact information for me, but she did n't give them any. It 's possible that my other daughter did, but she and I have no contact. I 've only been married for a little over 2 years, and have only had my cell phone number for maybe a year. The company would not tell me how they received my name and phone number.

Company response to consumer: Closed with explanation
Consumer complaint received 09/20/2016 about Mortgage (Conventional fixed mortgage) with Ditech Financial LLC (CO).
Issue: Loan servicing, payments, escrow account

Complaint: My mortgage servicer is repeatedly and intentionally ignoring my requests to have my PMI ( private mortgage insurance ) removed. 

I have initiated contact with my mortgage servicer Ditech Mortgage several times since XXXX of 2016 requesting that a home appraisal be ordered to remove the monthly PMI payment. 

I have provided them all of the requested information they have asked for several times which I have documented proof of to remove my PMI. 

Representatives repeatedly tell me that although they have this information on file, my requests are missing information, or outdated. Neither of those statements have been truthful.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 08-12-2016 about Credit reporting () with EQUIFAX, INC. (CA).
Issue: Credit reporting company's investigation
Sub-issue: No notice of investigation status/result

Complaint: Why does it seem like getting Equifax to actual perform an investigation is like an act of god? 

I do n't understand. This is the 4th time I 'm sending them a letter requesting them to investigate. It 's almost like they are n't even reading my certified letters. 

They have not provided me with an updated Credit Report as well and again, refuse to investigate. Why? 

I need someone to please take an interest. I do not wish to file a lawsuit. 

Please see attached.

Company response to consumer: Closed with explanation
Consumer complaint received 05-01-2017 about Credit card or prepaid card (General-purpose credit card or charge card) with CITIBANK, N.A. (ID).
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint: No longer receiving paper from Citicards.com statements as of  XXXX   XXXX , 20017. Consequently we were assessed late fees and a higher interest fees ( 29.9 % ) than we agreed upon.     Customer service ( in the  XXXX    ) telephone discussions were unintelligible and prolonged. Many conversations had to be ended due to inability to understand their spoken words.
Use of multiple verbal labels used by the CITI service rep 's to describe interest fees, late fees and service charges.

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 03/15/2017 about Mortgage (VA mortgage) with LoanCare, LLC (FL).
Issue: Loan servicing, payments, escrow account

Complaint: This is in reference to complaint # XXXX that you do not allow the complainant to update information. I just received a collection call on my account that the company stated they would put on hold prohibiting any collection calls. The last person at LoanCare explained that when the IRRRL was processed, my escrow of $ XXXX was merged into the payoff. That is why my monthly payment was too high because my escrow is showing a negative balance, and now I am paying interest on the escrow amount added to the refinanced principal. PLEASE follow up and contact the company to stop the collection calls. In addition, this has been going on for over two months and no contact from the company. I am forced to constantly call them.

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 02/24/2018 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with RUSHMORE LOAN MANAGEMENT SERVICES LLC (IA).
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint: Court ordered to refinance because of a divorce. My ex wifes history of late payments makes my ability to purchase a house impossible.

Company response to consumer: Closed with explanation
Consumer complaint received 08-06-2016 about Credit reporting () with TRANSUNION INTERMEDIATE HOLDINGS, INC. (FL).
Issue: Incorrect information on credit report
Sub-issue: Account status

Complaint: XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TransUnion LLCConsumer Dispute Center XXXX XXXX XXXX, XXXX XXXX XXXX Account Number Num : XXXX Balance {$00.00} XXXX Account Number Num : XXXX Balance {$00.00} Dear Sir or Madam, I am writing in regards XXXX on my credit report. I 've enjoyed being a customer of XXXX XXXX since XX/XX/XXXX. Today, I 'm writing to request a goodwill adjustment to my credit files. 

I was a model customer from the time I received my credit card in XX/XX/XXXX, however it has been 11 years. 

Your agency should delete all information regarding the account from my credit files within 10 business days. Please delete the above information as quickly as possible. 

Sincerely, XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 12/28/2017 about Vehicle loan or lease (Loan) with JPMORGAN CHASE & CO. (TX).
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint: The company in question stated that at the moment of final payment a certain amount was owed that I was not aware of. I received a late payment mark on my credit report. When I tried to resolve the issue by paying in full I requested for them to remove the late payment mark on my credit as well. The response I received from the company was that it was out of their department. I could still pay the payment and the company was willing to accept payment however they would not remove the late payment. At this point in time, the account has been paid in full but I still have late payment marks on my credit report.

Company response to consumer: Closed with explanation
Consumer complaint received 10/26/2016 about Mortgage (Conventional fixed mortgage) with Lenderfi, Inc. (CA).
Issue: Application, originator, mortgage broker

Complaint: We applied for a refinance on our property in california. We were continually assured that the loan would be approved ( excellent credit and loads of equity ) We were required to pay for an appraisal ( {$510.00} ) and a subordination fee that had to be overnighted ( {$250.00} + {$50.00} ). After nearly 10 weeks on this loan and the mountain of paperwork we sent to them I called them only to find that they claimed we did not qualify. Their only explanation of debt to income did not make any sense. I have requested a further explanation to no avail. We want our upfront monies back and we want all the papers associated with this loan with a full explanation.

Company response to consumer: Closed with monetary relief
Consumer complaint received 02-07-2018 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (CA).
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint: IDs scams and business permits scams frauding my documents and sinage and 50 states dinners menus and 50 states grocery store food products and shopping malls and retailers store 's business and books and internet and media and Media scripts for actors and lawyers and judges and law offices and auto stores Also herds frauding my documents as IDs scams Fraud scams bothering my documents as XXXX XXXX frauding my documents

Company response to consumer: Untimely response