milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 02/22/2017 about Mortgage (VA mortgage) with PHH Mortgage Services Corporation (MD).
Issue: Loan servicing, payments, escrow account

Complaint: I assumed a loan from PHH mortgage. The original loan amount was XXXX. I assumed the loan in XXXX, at that time the insurance changed from XXXX to XXXX It was part of closing, the amount of the payment changed also, It was appx. XXXX. I began to pay an even XXXX In XXXX the mortgage company sent out an escrow statement indicating that I had a shortage because the insurance had changed. The insurance did not change in XXXX. The amount of the payment had already changed. They then asserted that the payment would be XXXX. I disagreed and requested they audit the account. The change in the insurance was appx XXXX and had been included in the closing and the payment of the loan so any shortage was a mistake on their end. Also, a XXXX change would not initiate a XXXX, which is indicated if the amount of the monthly payment is changed by XXXX as they assert. Their response was that their analysis was the audit, it was right, and there was no need for an additional audit. They then began calling the previous borrower that the loan was assumed from regarding this issue instead of working with me to resolve it. They sent me a letter of default indicating that the mortgage is behind two payments which it is not. I contacted them again, and they said they will initiate an audit for XXXX but can not halt the change in payment until the audit is done because they are sure that it is right.

Company response to consumer: Closed with explanation
Consumer complaint received 10-07-2015 about Mortgage (Conventional fixed mortgage) with CASHCALL, INC. (TX).
Issue: Loan servicing, payments, escrow account

Complaint: I have been unfairly treated, ignored and repeatedly brushed off by Cash Call in violation of basic principle of fairness and common sense. This seems to violate Fair Credit Reporting ( FCRA ) and be a perfect example of Unfair, Deceptive And Abusive Practices ( UDAAP ). 
In XX/XX/XXXX I was solicited by and refinanced my house with Cash Call. I did so. 
In XX/XX/XXXX I received a further solicitation from someone at or posing to be at Cash Call to pay my monthly mortgage payment on a by-weekly basis in order to save interest and pay off the loan early. I did so. 
In XX/XX/XXXX I paid 1/2 of my mortgage payment 2 WEEKS EARLY and then paid the balance ON TIME WHEN the full payment was due. In total, I paid the entire balance ON TIME. 
A couple of weeks later I received a late notice on my mortgage payment. It turned out that Cash Call rejected both my early and on time payment since they do not take partial payments. I called them several times to work this out, was ignored, was prohibited from getting an address to send a complaint, was told there was no complaint resolution process, was not allow to escalate my concerns to any level - not even a supervisor, etc. They ultimately refunded both of my bi-weekly payments and reported me as being 30 days late before I could even figure all this out. The mortgage was fully paid off in XX/XX/XXXX and now I can not even find people who have record of any of this. 
Today I called Cash Call again to try one more time to talk to anyone that could help me and was completely stone walled! When I called the number given on the credit report XXXX referred me to her supervisor ( another XXXX? ) who referred me to the mortgage group where XXXX referred me to the Cash Call receptionist, who referred me to a recorded message that got me back to the exact place where I started originally. This has happened to me several times at every lever I have ever reached. I was told THERE WAS NO COMPLAINT RESOLUTION PROCESS. I am a XXXX of at least normal understanding but find it impossible to work my way through the Cash Call system and find a human being at any level that can address my complain. 
I am available to help you resolve this for me and will gladly file a complaint or otherwise assist the government in getting this resolved. Please help me. 
I respectfully request that Cash Call rescind my 30 day delinquent status that shows up for XX/XX/XXXX on my credit report.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 08-11-2015 about Mortgage (Conventional fixed mortgage) with OCWEN LOAN SERVICING LLC (VA).
Issue: Loan servicing, payments, escrow account

Complaint: I filed a complaint against Ocwen XXXX weeks ago in response to the XXXX dispute. 
Complaint # XXXX. Ocwen has continued to ignore my request to remove inaccurate late reporting on acct. # XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 10/21/2015 about Mortgage (Conventional fixed mortgage) with HSBC NORTH AMERICA HOLDINGS INC. (GA).
Issue: Loan servicing, payments, escrow account

Complaint: On XXXX XXXX, 2015 I paid my Mortgage in full. I followed all of the banks processes and procedures to satisfy this loan. Since that time, I have been waiting for the final documentation from this bank showing that the loan has been paid in full and the lien has been removed from my deed. I have made a number of calls to their customer service department and have been told, both by phone and by letter, I would be receiving the documentation soon. My most recent call was made on XXXX XXXX, 2015 where I was advised that the issue is being escalated and I would be contacted within a week to advise me of the status. I have not. I want all the final documentation showing the Morgage has been satisfied and a copy of my deed showing the lien has been satisfied.

Company response to consumer: Closed with explanation
Consumer complaint received 07/13/2015 about Mortgage (Conventional fixed mortgage) with PNC Bank N.A. (MA).
Issue: Loan servicing, payments, escrow account

Complaint: I have a XXXX mortgage with PNC. The interest rate is very high. I have not received a statement for several years. they used to send a letter that acknowledged my payment, but that stopped too. My crime is paying early. According to XXXX of these letters, since I pay early I am not entitled to a statement. I have tried to sign up for online access, but it is not possible. Whenever I try to call the wait is longer than XXXX minutes. for 9 %, it would be nice to get some information about my loan. 

I have attempted to complain directly to the company, but I a form response that ignored my questions. Is this legal?

Company response to consumer: Closed with explanation
Consumer complaint received 01/31/2017 about Student loan (Non-federal student loan) with Navient Solutions, LLC. (CA).
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint: Navient has put my loan in forbearance multiple times while knowing I could not make payments without an income at certain times and Navient did not notify me of the other options like income based driven repayment which in turn has accrued late fees on my account. I do n't agree with fee charged to my account when their customer service was well aware of my other options but withheld that information to help me.

Company response to consumer: Closed with explanation
Consumer complaint received 04/13/2015 about Credit card () with BANK OF AMERICA, NATIONAL ASSOCIATION (WA).
Issue: Customer service / Customer relations

Complaint: Through billpay, the Bank of American Signature Visa paid my credit card instead of my husband 's as directed on the billpay. After talking with the visa company, they said 1-2 business days to get it fixed. On the XXXX business day, I called and was informed it was actually 2-5 business days. Then, on the XXXX business day, I call and it 's actually 10-14 business days. They have recordings and notes in the system that confirm that I was lied to and they STILL are not going to do anything about it today. My husband has been unable to make any purchses with his credit card as it 's showing a late payment. It 's effecting out credit and nobody is willing to accept any responsibility for the lies.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 05-12-2015 about Debt collection (Credit card) with ENCORE CAPITAL GROUP INC. (NE).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint: Debt was incurred on a credit card that was not ordered by me and occurred in a place where I was not. I was going to college in XXXX. Midland credit management also notified me past the statute of limitations.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 08/19/2016 about Credit card () with U.S. BANCORP (AR).
Issue: Other fee

Complaint: I paid off our U. S. Bank Business Edge Cash Rewards Card on XXXX XXXX, XXXX, and we quit using that card. I often leave credit card accounts open even though I no longer intend to use them, as many people do. In XXXX XXXX, I realized that I had received XXXX statements ( from XXXX/XXXX/XXXX and XXXX/XXXX/XXXX ) for this card showing that I have a balance and that my old automatic payment had paid the minimum payments. I then realized that U. S. Bank had charged me an annual fee of {$25.00} per cardholders on the account, totaling {$50.00} for my husband and myself. Since my auto payments only paid the minimum due, they then started charging me interest on the remaining balance. I called U. S. Bank on XXXX XXXX, XXXX, and told them that I had stopped using the cards a year ago. I asked them to remove the annual fees, credit back the interest and payments they took from my checking account, and to just close the account. They agreed to close the account but said they would not do the refunds. I was very surprised as I have had this same exact situation happen with other card companies in the past and they always credited back everything without any problems and closed the account upon my request. I just received another statement dated XXXX/XXXX/XXXX, and the account appears to still be open or, maybe they are just sending bills for it thought it is closed. In any case, they still show me owing the {$42.00} previous balance and they charged me {$21.00} in late fees and interest. Can they really require me to pay a fee on cards that I no longer use or want? I did pay the fees for a couple of years while using the card, but as I mentioned, I 've done that on various credit cards through the years and never had a problem just leaving the account open after it was paid off and letting them know if they did charge an annual fee later that I no longer wanted the card. Some of them never even charged a fee since I was n't using the card and the accounts have, to my knowledge, just stayed open. I have used U. S. Bank quite a few times through the years. Although I had enough problems in recent years that I did not want to ever use them again after paying this particular card off ( and I sent them a letter letting them know that, perhaps that is the problem! ), I know I have never paid annual fees to them before on cards I am not using. I would appreciate your help in resolving this matter. The amount of money is small, but I really do not want to pay this just because I do n't think it is ethical for them to do this to people.

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 12/17/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (SC).
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint: There are some inaccurate things that are reporting on my credit report.Some of has been moved from one credit report because of inaccuracies, but still remain on others. 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 02-02-2016 about Student loan (Non-federal student loan) with Social Finance, Inc. (PA).
Issue: Getting a loan
Sub-issue: Qualify for a better loan than offered

Complaint: I applied for a refinance with SoFi and I was offered much worse terms than they advertise. I have approximately an XXXX FICO score with over 12 years of stellar credit ( deep credit ), I make over XXXX, I have no debt except for a car loan and the student loans ( not even a mortgage ) ; and SoFi quoted me at 4.99 % as the best possible fixed rate. The company has been advertising 3.5 % interest rates all over ( competing with other student loan refinance companies ) ; if I am not being offered the best rate, I believe that there may be some fraud going on with marketing the rates.

Company response to consumer: Closed with explanation
Consumer complaint received 04/18/2017 about Mortgage (Home equity loan or line of credit) with KEYCORP (WA).
Issue: Settlement process and costs

Complaint: We applied for home equity loan with  Key Bank  in  XXXX  WA with branch  manager   XXXX   XXXX . Closed on loan on   XXXX   XXXX   with manager. We were offer {$110000.00} but choose to only use {$75000.00} of our equity. The next day   XXXX   XXXX   we received letter from  Key  Bank adding the condition they were going to close our credit cards. I went to the bank and spoke with Mr.  XXXX , stating we like these credit cards with   XXXX   XXXX   XXXX   and had had them since     XXXX   and we were not closing them. He said that was a condition of the loan so we followed the steps layout in documents ( see copy of cancellation and mail receipt ). Adding conditions to a contract after it was signed must be illegal.  Yesterday   XXXX   XXXX  my wife noticed a large payment on her credit card account. When I checked mine there was a {$19000.00} payment and   XXXX   XXXX   XXXX   had closed my credit card. When I went to   XXXX   XXXX   XXXX   they said I could not reopen my credit card because that product was not available anymore. Which is why we refused to close our cards. Some how my old card needs to be reinstated and remove payments to mine and my wife 's card  (  her 's was not closed ). Key bank definitely owes me sometime for wasting all this time from a customer of 30 years. Most documents are not signed as Key bank kept signed copies.

Company response to consumer: Closed with explanation
Consumer complaint received 01/22/2018 about Mortgage (Other type of mortgage) with Shellpoint Partners, LLC (VA).
Issue: Struggling to pay mortgage

Complaint: Issue : Loan transferred from XXXX XXXX to Shellpoint Mortgage XX/XX/XXXX.

Prior to this transfer ; XXXX was in the process of placing loan in my name only, XXXX XXXX XXXX XXXX, per divorce decree and the approved Hamp loan modification. Prior to completion loan was transferred to Shellpoint.

I, XXXX XXXX XXXX  am able to provide a timeline of continuous contact for resolve of this matter with XXXX XXXX XXXX , inclusive of today calling twice leaving messages for XXXX XXXX , loss mitigation Supervisor, with no returned call to me as of the time of submission of this letter. XXXX XXXX XXXX spoke with me on XX/XX/XXXXassuring me that Shellpoint will honor the aforementioned XXXX agreement. All paperwork submitted, XX/XX/XXXX. XXXX XXXX  stated I will receive paperwork addressed to me, with Shellpoint 's name to re sign with mortgage amount and my name only. Timeframe will be 90 days. Confirmed with letter sent by shellpoint on XX/XX/XXXX ( but in XXXX XXXX 's name ). On XX/XX/XXXX I called to check status hence XXXX XXXX XXXX wants his name off the loan or can force me to sell. On XX/XX/XXXX, XXXX XXXX said I do n't qualify for hamp, I must start trial payment and then my name can be placed on loan, because I have not paid mortgage since XX/XX/XXXX. I was awaiting the documents, as told by XXXX XXXX in XX/XX/XXXX, to sign with my name only, with the XXXX XXXX new mortgage amount and was not told to pay mortgage while shellpoint formulated transition from XXXX XXXX to XXXX XXXX. Shellpoint has not abided by the XXXX agreement of the transparency notice I signed along with quit claim deed and all requested paperwork required by shellpoint. Shellpoint has not been honest and I will lose my home per divorce decree.

Shellpoint is unfairly requested a new trail payment and all the records are still in XXXX XXXX name. On this new trail payment one date says by XX/XX/XXXX the amount due XXXX but also says due on the XX/XX/XXXX. No one returned my calls for clarity.

I have timeline substantiating records.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 07-02-2017 about Debt collection (Medical debt) with Action Collection Agencies, Inc. (CA).
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint: This company has threatened me numerous times and I 've requested numerous times to not contact me and yet they are still doing so! They are practicing illegal activities and should get in trouble!

Company response to consumer: Closed with explanation
Consumer complaint received 09/22/2017 about Payday loan, title loan, or personal loan (Installment loan) with GVA Holdings, LLC (AL).
Issue: Problem with the payoff process at the end of the loan

Complaint: I have had an account there since XX/XX/XXXX. I received a loan of $XXXX. I have made every one of the biweekly $XXXX payments since. I started calling onXX/XX/XXXX to find out the payoff balance. The representative told me there were technical issues keeping her from getting in to my account. (Something I later learned is a common tactic they use.) So, I called back on XX/XX/XXXX and spoke to the same girl. She told me she still couldn't get in to my account and promised that interest would stop accruing while we got this sorted.  She told me the balance would be emailed to me or I would get a call. I received neither, but two more payments have been debited from my account in the total of $XXXX. I spoke to a representative on XX/XX/XXXX who advised me that the pay off is $XXXX. Since I have been trying to settle this since XX/XX/XXXX, I told her I need the $XXXX that was debited after to be applied to this balance and allow me to pay the difference of $XXXX to close the account. She said her supervisor would call me back. I heard nothing. I emailed their customer service with this issue. No response. I called again on XX/XX/XXXX. The same girl assured me the supervisor would call me that day. No call. I have since called and left voicemails and sent another email. Still no response.

Company response to consumer: Closed with explanation
Consumer complaint received 03/15/2017 about Student loan (Federal student loan servicing) with Navient Solutions, LLC. (TX).
Issue: Can't repay my loan
Sub-issue: Can't temporarily postpone payments

Complaint: I had student loans with XXXX. Then a company called me saying that I could pay XXXX dollars a month for a certain amount of time and my loans would be forgiven. I was lied to, after I paid the required amount my loans were then transferred to Navient. Who has mad e no effort to actually help me. I am a struggling single mother of XXXX children, I barely make enough money to pay my regular bills. I have tried giving them my XXXX information, tried giving them my XXXX information to prove to them that I do n't make enough money to pay {$400.00} a month on my student loans. They refuse to help me navigate, refuse to help me period. Their website wo n't allow for uploading documentation of proof of income or anything. And no matter how many times I call them to try and figure something out with them, the refuse to help me lower my payments, or allow me to place them in deferment status or even look into economic hardship status. They bombard me with calls about paying my loans, but no matter who I talk to, I get no help at all. They just want money I do n't have. My information was given to them by a company that was suppose to help me forgive my student loans.

Company response to consumer: Closed with explanation
Consumer complaint received 08-10-2015 about Debt collection (Medical) with TENET HEALTHCARE CORPORATION (FL).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint: I am being pursued for a XXXX medical bill form XXXX XXXX. I have always had private medical insurance and was covered at the time. I submitted verification of my medical insurance at the time of service and I was still billed on the error of the facility. Several attempts were made to try to clear this up as I should have only been billed for a co-payment not a {$550.00} bill.

Company response to consumer: Closed with explanation
Consumer complaint received 12/15/2015 about Credit card () with CITIBANK, N.A. (NH).
Issue: Identity theft / Fraud / Embezzlement

Complaint: On XXXX XXXX, 2015 I received a bill of {$60.00} from Macy 's American express account. I informed the company the charge was fraudulent. I filled out a statement of fraud letter and mailed this to the company. I then received three calls a day from the collections department regarding non-payment. I informed them the charges were fraudulent and I should not be held responsible. The current date is XXXX 2015 and I continue to receive calls from the collections department.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 06-03-2015 about Money transfers (International money transfer) with WESTERN UNION COMPANY, THE (TX).
Issue: Other transaction issues

Complaint: INCIDENT NO. XXXX, XXXX XXXX, XXXX. XXXX, 2015, {$660.00} + {$16.00} FEES. 
Receiver : XXXX XXXX XXXX, Payout location : XXXXXXXX. XXXX went to pickup the money on XXXX XXXX, 2015 and was told that it had been picked up by XXXX XXXX XXXX. I 've never heard of this person. All the documentation I have lists XXXX XXXX XXXX as the recipient. 
Western Union says they are not responsible because someone called them and told them to change the recipient. Which is a ludicrous statement, and does not override a written contractual ageement. I have been back and forth with Western Union and they claim are not at fault. However, even the documentation they sent me states the recipient was not the listed recipient. Also, there was a security question. Surely this XXXX XXXX XXXX was not able to provide the answer to the question. 
Bottom line is that Western Union gave my transfer to the wrong person and is saying they are NOT responsible. 
Aside from being in a XXXX, my friend is without money. He was unable to catch his flight and has accrued hotel expenses of {$1000.00}. 
What they have done is illegal and need to pay up the money accrued at the hotel as well as the initial {$660.00}.

Company response to consumer: Closed with explanation