milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 12/17/2016 about Credit card () with CITIBANK, N.A. (PA).
Issue: Rewards

Complaint: My Citi XXXX credit card promises 1 % cash back on all purchases, plus an extra 1 % on payments. In my statement month ending XXXX/XXXX/16, I made {$3100.00} worth of purchases ( after deducting all merchant refunds ), and paid a total of {$3600.00}. This should come out to ( within {$0.00} of ) {$67.00} in cash back, but I was only given {$65.00}. After going back and forth with Citi customer service, they claim that there is a " purchase tracker '' that limits the cash back I earn on payments made. This is in direct conflict with the " unlimited '' cash back that Citi advertises with the credit card. Citi stated : " Your Purchase Tracker is calculated by taking the previous purchase tracker value, adding your new purchases ( minus merchant returns ) and subtracting your eligible payment ( s ) each billing period. '' I believe the problem arose from XXXX separate merchant refunds I received towards the end of this billing period. In an unrelated incident, there were fraudulent charges on my card which resulted in a new account number being issued. As a result, I was unable to use this credit card for roughly a week. Just after reporting the fraud, I paid off my entire balance excluding the fraudulent charges ( which were credited ). Based on Citi 's explanation of their " purchase tracker, '' this entire payment should have been eligible for cash back. Several days later, I received XXXX separate merchant refunds. Since I had been unable to use this account in the days leading up to this, it resulted in a negative balance. Once my statement was generated, Citi based my so-called " purchase tracker '' amount on the closing date of the statement. In other words, my payment was eligible for cash back at the time it was made, but not a week ( or so ) later, so I was not given the full amount of cash back. In our many online messages, Citi insisted that the correct amount was credited as cash back, but when I asked if the remaining {$2.00} would be added to my cash back on my XXXX statement, the response I got was regarding an EFT or physical check for the amount of the negative balance. I never asked about an EFT or check, as I already made enough new purchases on the card to account for the negative balance. My question was completely ignored. I want Citi to address my concerns and credit {$2.00} to my cash back balance.

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 03-03-2017 about Mortgage (Conventional fixed mortgage) with Specialized Loan Servicing LLC (MA).
Issue: Loan modification,collection,foreclosure

Complaint: I called Specialized Loan Servicing , LLC in XXXX about a Forebearance Plan. My Mother was placed in hospice care, in house, in XXXX and I am her primary caregiver. My income was compromised with my need to be home with Mom. A Forebearance plan would allow me to retain the house as long as Mom needs it. SLS sent me the paperwork to apply for a Forebearance plan which I promptly filled out and sent back. About a month later I received a robo-call that they needed to speak to me. When I called I was told that they needed more documentation which I emailed to them that day. A few weeks later I received another robo-call. I called back and was told they needed more documentation, the same ones I emailed earlier. I sent the information again. Last week I received yet another robo-call. I called back XXXX XXXX and talked to XXXX. She said that they needed the mortgage information on a house we rent for summer rentals and rental agreements for next summer. I told her there was no mortgage on that property and that we had as yet to get any rentals for next summer. She said that I had to prove that there was no mortgage. I asked her how she thought I could prove a negative, that my grandfather had bought the property in XXXX for cash. She said I needed to go to the 'County Office ' to get a HUD certificate. Now, HUD was n't created until XXXX and the certificate XXXX was talking about was n't enacted until XXXX. When I told her that no HUD certificates are recorded at the Registry of Deeds and that there was no way to get any certificate since it did n't exist, she said that my application would remain " pending '' until I could produce it. A Forebearance plan does n't change the mortgage except to move the end date. Technically, they should even need this information. 
So, this means they have no intention of giving me a Forebearance plan since they obviously have no intention of processing my application. This is not an isolated case. On the website XXXX there are a number of similar cases resulting in foreclosure before the modification files are closed. 
We bought the house in XXXX, XXXX, not with SLS, with the plan to sell a condo and pay down the mortgage to {$80000.00}. Due to the mortgage crisis and recession we were unable to sell the condo for two years at a loss. We paid down the mortgage but not to the figure we planned for. We 've been making our payments faithfully to the detriment of savings and retirement accounts. We have come to the point of no longer being able to do this. 


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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 11-01-2016 about Mortgage (Conventional fixed mortgage) with QUICKEN LOANS, INC. (CA).
Issue: Settlement process and costs

Complaint: post closing the lender is asking for money to cover an error from the closing company and lender. They made a mistake in calculating the payoff amount for the old mortgage amount, the error was {$7500.00} and the lender is asking us to pay it, a week after closing I was informed of the error. We do not have {$7500.00} om hand, and they lender should have verified the payoff amount of the old mortgage.

Company response to consumer: Closed with explanation
Consumer complaint received 05/26/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with BANK OF AMERICA, NATIONAL ASSOCIATION (NJ).
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint: On XXXX XXXX, 2017, I went to the local branch of Bank of America in XXXX, NJ, to make a payment on my credit card. I was told to use the Bank of America ATM located there. I inserted the money, {$730.00} in cash, and attempted to make a payment, when the machine came up with an error notice and informed me that my cash would be returned. A few seconds later, another error came up on the screen that said, '' unable to return your money ''. It then printed out a receipt with a contact number for me to call. I went up and spoke to a teller who told me the money would be found that night when the ATM was opened. I then proceeded to call the number listed and was told that there would be a credit within 48 hours to my account for this money. After 48 hours, there was still no credit. We called again and were told it would take seven days. After seven days, I still had not received the money or a credit to my account, so I again called and was informed that I would n't be getting the money back, it was n't their problem, and I was on my own. When I asked about interest fees and my credit report, I was told it was n't their problem. I called the local bank manager, and he gave me another story. He told me that the money would be credited since they found it, and they would take care of any fees associated with it, credit issues, etc. but to give him another few days for it to be done. On Monday, XX/XX/XXXX, I received a call from the bank manager, XXXX, again. He told me that everything was taken care of, and the credit would appear on the account within 24 to 48 hours. I waited until Friday, XX/XX/XXXX, and the credit still had not shown up. When I called up today, XX/XX/XXXX, I  was told that I had no right to be upset or worried, and that the credit would show up, but for now, there is no timeframe for it to happen.

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 11/17/2015 about Consumer Loan (Vehicle loan) with FORD MOTOR CREDIT CO. (FL).
Issue: Managing the loan or lease

Complaint: My car has been reported a total loss. Ford Total Loss Department and my insurance compnay drug their feet throughout the process causing my account to become severely delinquent. They over valued my car, and now I am stuck paying for the negative equity from my previous car financed thru them. My payment was reduced down to {$210.00} approximately for 36 more months, mind you I have no car. They harass me and threaten to charge off loan when the loan becomes 2 months delinquent. My online access has be blocked so no payments can be made, and I have no clue what is owed because I receive no statements in the mail. Not sure how they get away with this. I should be informed on what is owed if I am to pay for something, especially a car I no longer possess. Their GAP Insurance I was told by salesman of Ford that this would satisfy any negative balance during an accident. This was not the case.

Company response to consumer: Closed with explanation
Consumer complaint received 10/14/2016 about Mortgage (Other mortgage) with CITIBANK, N.A. (NC).
Issue: Loan modification,collection,foreclosure

Complaint: I am a XXXX. I submitted a loan modification package to a lender on XXXX XXXX, 2016. The file is in the bankruptcy department. I had an attorney to write a letter authorizing the lender to be able to speak to the debtor and myself in order to assist with the application. The lender rejected the first letter that was sent XXXX/XXXX/16 stating that the attorney wrote Ladies and Gentlemen instead of " Dear Lender '' and they had to specifically say " I give " Lender '' permission to speak to the debtor. I followed up today and now they are saying it is being rejected because the attorney put they could speak directly to debtor or my company. They want the attorney to write another letter stating it is ok to speak directly to the debtor and not include my company. And in order for them to speak to me I have to send in a TPA from the debtor with their signature. I faxed over 2 different TPA 's originally when the first package was faxed over.

Company response to consumer: Closed with explanation
Consumer complaint received 03-02-2018 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with CITIZENS FINANCIAL GROUP, INC. (OH).
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint: In XX/XX/XXXX we were having difficulty making the minimum payments on some bills due to medical bills and health issues. I spoke with Citizens Bank ( based out of Rhode Island ) numerous times during this period asking for assistance in reducing our min amount required or extending our  due date. They refused to assist due to the fact that we were not past due or in collections. I told them I could pay the amount owed on a specific date in XX/XX/XXXX and asked if that would keep us in good standing and prevent us from being reported to collections. The representative said yes it would keep us in good standing. I made the payment on the date instructed, the payment posted, and we were still reported. It has taken over a year for me to dispute this with all three credit bureaus, and then send my letter to Citizens asking them to remove the error. This is a bank error. I was given a date to pay my bill to remain in good standing and I paid it. I spoke with numerous channels after the delinquency hit my credit report and they said they investigated but no one would tell me if they found the actual phone call I was referring to. In XX/XX/XXXXI was advised by the credit card customer service area that if I dispute with the bureaus, and then write a letter to a specific address at Citizens, it will be removed. I even had the representative clarify ... will it be researched or removed? He said it will be removed. So I spent months disputing the information and finally mailing a letter to Citizens and they still will not remove because they can not locate proof of my conversation. They also confirmed that not all calls are tracked accurately as they should be according to their policy for logging customer calls, so they have no way of determining who I spoke with to research. However no one can tell me the outcome of the calls they were able researched until yesterday. I was not given specific information, but I was informed that even if I was told an incorrect date it would not matter. This affirms my belief that they are aware I was misinformed they just refuse to do anything about it. I must reiterate again that even after the fact, I was told by a rep that all I had to do was write a dispute letter and they would remove the information. I do not understand how it is legal to tell someone you can pay by this date and we will not report you, and then still report you. And then tell me to write a letter and it will be removed, and then not remove it. This lowered my score over 100 points and caused undue financial hardship on me. I believe they are choosing to treat me unfairly and are violating the Fair Credit Reporting act and UDAAP.

Company response to consumer: Closed with explanation
Consumer complaint received 09-07-2016 about Mortgage (Conventional fixed mortgage) with Servis One, Inc. (NY).
Issue: Loan servicing, payments, escrow account

Complaint: I am so frustrated. I am also very desperate. I am loosing my home. I am a single parent after loosing my husband to XXXX. He left me with XXXX kids. I had to get jobs, not a job but jobs to sustained my children. I struggle on a daily basis to put food on the table. All I am asking is for Bsi to please consider my request .I need a roof over our heads. This is the only thing both of my kids have to connect to their father. Bsi has refused to review my file and consider my request .Now my home is also worth a lot less than when we bought it. I would not be able to live with myself if I did not fight to keep our home. Please response as soon as possible.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 10/27/2015 about Consumer Loan (Vehicle loan) with Michael Wayne Investment (NC).
Issue: Managing the loan or lease

Complaint: I have a XX/XX/XXXX XXXX XXXX that I purchased from Auto Connection in XXXX NC. In XX/XX/XXXX. It is financed with Michael Wayne Investment. There are some unresolved repair issues that is a ongoing issue sense I bought the car. I bought a extended Warranty and took the car in to be repaired in under two weeks after i bought it. The repair shop replaced a broken motor mount and transmission mount and told me the car was fixed but when i left the shop it still had the same problem. After taking it back to the dealership several times the issue never got diagnosed because of lack of concern by the dealership and their service manager, XXXX. XXXX was very rude and impossible to work with. I contacted Michael Wayne Investment out of frustration. It was at that time I was instructed by XXXX XXXX to stop making my payments until the repairs were resolved. So I did not make the payments. I started to get calls from their automated service everyday XXXX to XXXX times a day. I noticed when i would get in my car I heard a anoying beeping. Then my car would not start because they had it turned off by past time. Then because the repairs still have not been made XXXX XXXX started asking me when I am going to make my payment. So I started making the payments again, but because XXXX XXXX told me not to make several payments they are still calling me even the day after I make my regularly scheduled payments and tell me I am behind on my payments. I get calls early in the mornings all through the day and into the evening, and Sometimes tMy car wo n't start because they turn it off. I have asked them to stop harassing me with the phone calls and told them I 'm not behind on my payments because XXXX XXXX told me not to pay. I am stressed out bad because my account is past due and I am being called all the time. I never know when I am going to get I'n my car and it wo n't start. I am a poor person with a single income and I live paycheck to paycheck. I ca n't make more than XXXX payment at a time. it is wrong to treat customers this way. I wish I had never bought this vehicle. It is a bad car for my family. It has been in the shop XXXX times already sense XX/XX/XXXX and still not repaired. I do not have another vehicle to drive while this one is in the shop so many times.

Company response to consumer: Closed with explanation
Consumer complaint received 01/26/2018 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: Information belongs to someone else

Complaint: Sir or Madam : To whom it may concern The sole purpose of this letter is to inform you I have been a victim of identity theft. I am further requesting that you block the following fraudulent information from my credit reports so that I can proceed accordingly with my file. Once more, I want to emphasize none of the information stated below relates to any transaction that I have made. 
XXXX XXXX XXXX {$890.00} XXXX XXXX XXXX Last reported : XX/XX/XXXX {$770.00} XXXX XXXX XXXX Last reported : XX/XX/XXXX {$340.00} XXXX XXXX XXXX Last reported : XX/XX/XXXX {$280.00} XXXX XXXX XXXX Last reported : XX/XX/XXXX {$180.00} XXXX XXXX XXXX Last reported : XX/XX/XXXX {$72.00} XXXX XXXX XXXX XXXX {$4500.00} XXXX XXXX XXXX XXXX {$2200.00} The items listed are clearly fraudulent ; therefore, I am requesting that they are deleted /blocked by name of source. In addition, A CRA must block the fraudulent information and the victim must be identified within four business days after accepting his/her Identity Theft Report. When it accepts the Identity Theft Report, the CRA also must notify the furnishers of the fraudulent information that the victim has filed the Report, that the Report states that the information they furnished Resulted from identity theft, and that it is blocking the information that they furnished. FCRA 605B ( b ), 15 U.S.C. 1681c-2 ( b ) .III. A. Blocking Information in Credit Reports under Sections-605B and 623 ( a ) ( 6 ) Under section 605B of the Fair Credit Reporting Act ( FCRA ), both the credit reporting agencies ( CRAs ) and the creditors, debt collectors, and other companies that reported the identity theft-related information to the CRA ( furnishers ) are responsible for blocking fraudulent information from appearing in victims credit reports, blocking fraudulent information from appearing in victims credit reports Please let me know if you need any other information from me to block this information on my credit report. 
Sincerely, XXXX, XXXX XXXX SOC SEC # XXXX DOB XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 09-12-2017 about Debt collection (Other debt) with Franklin Collection Service, Inc. (CT).
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint: On, or about XXXX/XXXX/XXXX Franklin Collection Services began reporting a collection account to the credit bureaus. The company failed to notify me of my rights via written notice within a 5 five day period. As such, this agency is in violation FDCPA 1692g ( a ), which states " Within five days after the initial communication with a consumer in connection with the collection of any debt, a debt collector shall, unless the following information is contained in the initial communication or the consumer has paid the debt, send the consumer a written notice containing -- ( 1 ) the amount of the debt ; ( 2 ) the name of the creditor to whom the debt is owed ; ( 3 ) a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector ; ( 4 ) a statement that if the consumer notifies the debt collector in writing within the thirty-day period that the debt, or any portion thereof, is disputed, the debt collector will obtain verification of the debt or a copy of a judgment against the consumer and a copy of such verification or judgment will be mailed to the consumer by the debt collector ; and ( 5 ) a statement that, upon the consumer 's written request within the thirty-day period, the debt collector will provide the consumer with the name and address of the original creditor, if different from the current creditor. ''

Company response to consumer: Closed with explanation
Consumer complaint received 08-01-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (LA).
Issue: Incorrect information on your report
Sub-issue: Public record information inaccurate

Complaint: Under the new law effective XXXX XXXX, 2017, any public record data must include name and address as well as social security number or date of birth in order for it to appear in your credit file. The credit bureaus have not updated the information and per the new law the Bankruptcy listed does not include this information and should be deleted from my credit reports.

Company response to consumer: Closed with explanation
Consumer complaint received 08-10-2017 about Money transfer, virtual currency, or money service (Domestic (US) money transfer) with WESTERN UNION COMPANY, THE (LA).
Issue: Fraud or scam

Complaint: WESTERN UNION SCAM On XXXX XXXX, 2017 I sent three transactions of {$290.00} to my mother in XXXX Ms . I checked with her around XXXX : XXXX to see if she received the money and she told me there was nothing there for her to pick up, I then began to call Western Union customer service number printed on my receipt. I called so many times that someone actully came on the line, at that time I was told the money was picked up in XXXX Michagan. I live in Louisiana, my mother lives in XXXX Ms . I explained to the woman on the phone, that there was no way my mother could have picked up the money in Michagan. I was then informed that I had called back changed my number and authorized to have a security questioned added to the money grams because my mother had no identifycation. I was told by the lady that it would take 20days to investigate this situation. But received a call later that day telling me that my case was unrefundable becasue I was sending XXXX and not XXXX. I told the guy who called me from XXXX that their was no way that could have happened, then he asked me why I was sending this money the way I did I explained to him that me and my children all sent my mother XXXX each pay there own sending fee, so change was to be made. My mother is having a hard time and we each pitched in to help her out with her morage. I was then informed by the guy that, I should be more careful. I was looking over the receipt and I see that this same number is on my receipt as sender, I am thinking this is the guy I spoke to when sending the money. I really do n't know I just know that my mother never got the money, and we want answers since you can not call Western Union.

Company response to consumer: Closed with explanation