milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 10-02-2015 about Mortgage (Conventional fixed mortgage) with CITIBANK, N.A. (PA).
Issue: Loan modification,collection,foreclosure

Complaint: Thank you for reviewing our complaint. Last year XX/XX/XXXX I had a lawsuit filed against me regarding my employment and subsequently had to change jobs XX/XX/XXXX. XX/XX/XXXX my wife and I called our mortgage company Citi Bank to tell them of our severe financial problems. At that time we were two months behind on our mortgage. We ask Citibank for a mortgage re-modification and subsequently file the application for a HAMP loan. The process dragged on until XX/XX/XXXX when Citibank informed us that they did n't do HAMP loans after we submitted months of bank statements, forms, tax returns etc. Then we were told to apply for a mortgage modification which is what we asked for in the first place. So we resubmitted bank statements, tax returns everything they asked for. All the while we were told by the XXXX Citibank representatives ' that they would not accept any partial of full mortgage payments from us until the application process was completed. XX/XX/XXXX Citibank denied our modification due to the fact that we " did n't make enough money '' our income was short {$100.00} per month or there about. Then we appealed their decision and they told us we " made too much money ''. Thus denying us again. By that time we were on our XXXX loan officer. Now we are on our XXXX loan officer and I am trying to work through the situation with him. We have saved money to make payments on our mortgage when we hopefully get this situation resolved. We have over {$170000.00} in equity in our home. We are currently 19 months behind on our mortgage. I believe Citibank has been untruthful, misleading, unwilling to help us keep our home. We have lived in this house for 10 years and have XXXX children and we are afraid we are going to loose our home. I have spoken with a real estate lawyer and he believes we have a case. Could you please help us?

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 04/22/2016 about Credit card () with AMERICAN EXPRESS COMPANY (LA).
Issue: Forbearance / Workout plans

Complaint: I have been a long standing customer with American Express. I went through a job loss in the XXXX. As a self supporter, I immediately contacted them to try and find a resolution to maintain my account through that difficult time. My account had always been in good standing until this event happened. They worked out a plan that was misleading, misguiding, and unfair penalties, substantial rate increases, and broken promises. They agreed to work with me in a way that would enable me to maintain my account while going through the tough time. After speaking with them initially ( in XXXX ) i tried to contact them and discuss my updated situation. My call kept being re-routed to another country. I tried contacting amex for months via phone and in writing to let them know of my concerns. I received no response, nor was I ever able to speak with a person in the US. I am disgusted at the way I was treated and the lack of communication! My last written letter to them was in XXXX of 2016. I received a call from a guy named " XXXX '' with Amex in XXXX whom said he was trying to settle my balance and that my card account had been closed! I explained to him the situation and he was promising to try and work out something over roughly a 6 month period to pay off my balance and reinstate my account due to my back ground of good standing with them. I made a huge payment XXXX XXXX, 2016 for stound XXXX. That caused me to nearly be homeless this month as i 'm playing catch up from having three months of a layoff. XXXX said we would speak in XXXX to arrange the next payment. I spoke with him today and he was threatening, nasty, rude, aggressive, and completely ignored my situation. I have the conversation recording. I am extremely upset about this. I 'm a self supporter, whom went through a horrible job loss. I have a job now, and am getting back on my feet. Amex promised to work with me through this journey back in the fall, then deceived me completely in their actions and their lack of customer service to resolve this issue. My credit has been destroyed! I did not ask, nor want my account " charged Off ''. I wanted to work with amex to get through this hurdle and continue on in my good standing with them. They have deceived me, lied to me, mistreated me in so many ways. Please help!

Company response to consumer: Closed with explanation
Consumer complaint received 07-12-2017 about Mortgage (Home equity loan or line of credit (HELOC)) with U.S. BANCORP (KY).
Issue: Incorrect information on your report

Complaint: US BANK -- In regards to case Case # XXXX -- US BANK I think the point here has been missed. US Bank freely admits that they stopped sending me monthly statements on an account that has a different amount due every month as well as revoking access to the account so that I could not make payments. They are clearly at fault here for the only missed payment I have every made. During the time that this account was in their " Lien Monitor '' status I was also unable to make any payments. I spent hours each month in my local branch trying to sort this out, even the branch manager did NOT know how to make a payment on this account. I have multiple hours of calls recorded where US Bank associates repeatedly tell me that I CAN NOT make a payment on this account. <P/>The delinquent taxes were from before I owned the property and before this HELOC was opened but I paid them as soon as I found out about them. which was last XXXX. The response letter also states that I made payments for XXXX through XXXX, but my credit report shows no payments from XX/XX/XXXX until XXXX of XXXX, which their letter clearly shows in not the case I am not sure how US Bank can just say, yes we did that and no, we are n't going to fix that, messing up my life for the next 10 years. What 's even more egregious is how the original case would be closed with that as an acceptable answer. It seems to be more of a Bank protection bureau not a consumer protection bureau. <P/>US Bank fully admits revoking access to the account as well as the ability for me to even make a payment. I have 2 of US Bank 's own branch managers that are just as shocked and confused by this as I am and fully agree with me that this should not be reported as a late payment since even they could not figure out how to make payments to this account, Each month took a minimum of 2 hours in a branch to make payments which was time off of work as well and I have about 6 hours of recorded phone calls with US Bank repeatedly telling me that they CAN NOT take a payment from me.

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 non-monetary relief
Consumer complaint received 04/29/2015 about Payday loan () with Enova International, Inc. (KS).
Issue: Payment to acct not credited

Complaint: I had a loan with Cash Net three years ago. My motherinlaw paid the loan in full to Cash net. For three weeks after, Cash Net continued to debit my account for the amount of the payments. Cash Net was contacted, sent copies of the cancelled check, but still refused to quit taking money from my account. I wrote them a letter and included a copy of the cancelled check and they then sent my account to XXXX collection agency. They called me today and their agent, XXXX XXXX, told me if I did not pay them XXXX right then, I would be arrested and could be detained for up to 60 days unless a judge allowed bail. They then said that they would settle for XXXX at XXXX. I tried to explain to them that the debt had been paid, proof had been sent to them, and the agent then said he was a mediator and not a collection agency, yet he refused to listen to what I had to say. I then paid the {$700.00} due to a fear of being arrested. I have proof of payment so now Cash Net has been paid XXXX times for the same debt. I then asked to speak to the supervisor, XXXX XXXX, who said she would look in to what the agent said but that if they debt had been paid, they would not have been contacting me. What are my options now for getting my money back and for being threatened with arrest and detainment since I have since found it was illegal for them to do and illegal for Cash Net to continue to harass me after I provided proof the debt was paid in full? Cash Net needs to be out of business!!

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation
Consumer complaint received 06/15/2015 about Credit card () with Synovus Bank (NJ).
Issue: Other

Complaint: I accidently over paid my card. It is a prepaid card with a XXXX dollar credit limit. I have had a XXXX dollar available limit for some time now even though I owe nothing and have overpaid the card by XXXX dollars. the payment wsa smenat for my fiances acct. I havent asked for the credit back or even to apply it to something. I was instructed that as i spend on the card it will be taken out of the credit first yet I have tried to use the card and have been unable to. I was told payments had to post and i understand the float is their business model. Isnt there laws in place to limit the time they can hold money and not post it to accoutns? secondly they repeatedy accpet a payment then ask for a payment less than XXXX days later and if its not made it slate. Thats not possible, If you pay for example XXXX dollars on the XXXX wiht a min payment due of XXXX dollars how can the XXXX another payment is due or a late fee incurs when yo obviously made a payment that month. This company is a constant violater of proper financial parameters by delaying posting of monies and attemting to bill customers with overages and lates. I know I 'm not the only person who has brought this to your attention. I can see what they have attempted to do to me. I have money so i can easily rectiofy my situations before they get my money. I thought the federal govt was suppose dot monitor companies like this to protect consumers form abuse

Company response to consumer: Closed with explanation
Consumer complaint received 07/18/2015 about Student loan (Non-federal student loan) with WELLS FARGO & COMPANY (PA).
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint: I have a student loan with Wells Fargo. I tried to set up automatic payments greater than the required monthly amount and was told that Wells Fargo does not offer that option. I was advised that I should set up an automatic payment from my bank account and the additional payments would be applied to principal ( as I believe they should be ). The first automatic bill pay from my checking account was made to my student loan with Wells Fargo on XXXX XXXX, 2015 for {$50.00} and the full amount was applied to interest. On the surface to me, this seems like an unfair and deceptive practice on behalf of Wells Fargo. Additionally, the Wells Fargo student loan website ( https : //www.wellsfargo.com/help/faqs/student-loans ) notes customer serivce times of M-F as well as Saturday, but when you call on Saturday you are told to call back during regular business hours between M-F.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 12/20/2016 about Mortgage (Other mortgage) with SUNTRUST BANKS, INC. (MD).
Issue: Loan servicing, payments, escrow account

Complaint: Creating a new complaint to respond to the response Suntrust had provided to our earlier complaint - apparently CFPB process does not allow follow-up to a vendor response. Here is our response : First, please provide documentation as to bill amount that Suntrust knew when it made the payment on XX/XX/XXXX. When I had contacted Suntrust earlier they had told me that they electronically verify the amount with county before making payment and that they will provide me such document. Second, even after contacting Suntrust on XX/XX/XXXX, bill was not paid in time while interest kept accumulating - as of last check this interest was {$440.00} as opposed to {$290.00} when I had contacted Suntrust. It is unacceptable the time Suntrust took to pay the bill and we should not be responsible for or penalized if Suntrust can not make its processes efficient.

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 06-05-2015 about Credit reporting () with Experian Information Solutions Inc. (IA).
Issue: Credit monitoring or identity protection
Sub-issue: Problem with fraud alerts

Complaint: I did manage to read between the lines today ( XXXX XXXX, 2015 ) on the Experian website, and it would appear that by asking for an " initial 90 day '' alert within 30 days of expiration of the initial fraud alert, then the corporation gives an additional 90 day extension ( and alerts the other XXXX ). So I did that and Experian assigned the number XXXX to my request for " initial 90 day '' alert which is actually my request for an additional 90 days to the original 90 days, but I am only reading way between the lines on if I have followed their hidden rules well enough to accomplish this first extension. What is the financial payoff to these XXXX corporations by nbot making it easy to get a 90 day extension? Thank you.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 02/15/2017 about Debt collection (Other (i.e. phone, health club, etc.)) with ERC (IN).
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint: I have notice per credit report that Enhanced Recovery reports that I owe XXXX for cellular services. I have never had an account with XXXX. They have not sent me any documents nor was I provided a contract with my signature or acknowledgement of this.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed
Consumer complaint received 04/29/2015 about Mortgage (Conventional adjustable mortgage (ARM)) with Ditech Financial LLC (FL).
Issue: Loan modification,collection,foreclosure

Complaint: Greentree mortgage never offered a pre-loss mitigation trial. They just took me directly to foreclosure. Refused to negotiate with my attorney who quit on with-out my knowledge. They refused to remove forced place insurance even after i provided proof.

Company response to consumer: Closed with explanation
Consumer complaint received 03/14/2017 about Consumer Loan (Vehicle loan) with EXETER FINANCE CORP. (VA).
Issue: Managing the loan or lease

Complaint: I lost my car in an accident on XX/XX/2015. My primary insurance paid about 90 % of the financed balance. It took over a year for my gap insurance company to pay what supposed to be the remainder. Meanwhile the finance company charged off my account even-though they were aware that I 'm waiting on gap insurance payment. I have talked to exeter Finance so many times and each time I have been given a different answer. Please help me to resolve this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 10/25/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (IL).
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint: Experian has sent a refusal to investigate my credit file claiming id information that they received from me was not legible.This claim is absolutely ridiculous ( PLEASE SEE ENCLOSED DOCS ) XXXX and XXXX have started investigations based on the exact same request and ID information. Additionally, Experians delays add up to more than XXXX days which violates FCRA rules. Please investigate this pattern of gross violations of my rights. I can not be the only one The items in question are as follows : ACCOUNTS XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX/XXXX/XXXX XXXX XXXX XXXXXXXX/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/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 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 non-monetary relief
Consumer complaint received 06/21/2016 about Mortgage (Other mortgage) with WELLS FARGO & COMPANY (MA).
Issue: Loan servicing, payments, escrow account

Complaint: Complaint No. XXXX XXXX XXXX, ASC Executive Resolution Specialist, is deceptive and abusive. I am at extreme high risk of loosing my only and primary home XXXX located at XXXX XXXX XXXX, XXXX, Massachusetts XXXX as a result in how my Transfer of Service is being handled. There is no truth to the information that ASC is providing to XXXX. The Consumer Financial Protection Bureau XXXX ( CFPB ) XX/XX/2013, dated XX/XX/2013 issued a guidance for servicers, including and not limited to America 's Servicing Company, in how to address the potential risks to consumers that may arise in connection with transfers of servicing. The CFPB explained in the article that servicing transfers are common, and may occur in several ways. I have 2 questions to be answered : 1. What Process of Service Transfer did America 's Servicing Company use? ( Please Prepare and Submit an informational Plan ) 2. Why, as the consumer, am I not aware of your procedure? ( Please prepare and submit an informational statement ) XXXX is under the assumption that the Service Transfer is complete. Documents enclosed.

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 11-03-2015 about Credit card () with SYNCHRONY FINANCIAL (VA).
Issue: Identity theft / Fraud / Embezzlement

Complaint: On XXXX XXXX I received via US mail a Walmart MasterCard. This is a real credit card, not an application or a temporary card. I have NEVER requested or applied for a Walmart credit card. Naturally I destroyed the card. On XXXX XXXX, I received a bill for this credit card for purchases made at a XXXX in XXXX, NY. I have never been to XXXX, NY. This is clearly an attempt at identity theft. I do not understand how someone could use the card or the account number when it was never activated. I have written to Synchrony Bank ( who issued the card ) reporting this misuse of my personal information and informed them that I refuse to pay the bill. I also closed the account via their telephone system. My concern is that, because the credit account was apparently opened without actually using the card, further purchases may occur. Also, a different Walmart/Synchrony bank credit account, albeit with the same opening date, shows up on my credit reports, so apparently there are XXXX accounts I have to deal with. I am very concerned about this and not sure how to stop the misuse of my personal information.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 12/21/2017 about Debt collection (Other debt) with ProCollect, Inc (TX).
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint: I received a letter dated XXXX/XXXX/XXXX, indicating that I was eligible to receive a 50 % discount of the debt and have the debt deleted from my credit report. The original debt is {$3000.00} ; discounted is {$1500.00}. I responded on XXXX/XXXX/XXXX, the due date as indicated on the letter, by phone and was told that they would not speak to me and that I had to send an email to " XXXXXXXXXXXX ''. I requested a payment plan and offered to pay {$35.00} per month beginning XXXX. 

On XXXX/XXXX/XXXX, I sent a follow-up email as I had received no response. 

On XXXX/XXXX/XXXX, I received a response indicating that I owed the entire balance of over {$3000.00}. I responded back immediately and asked them to review my initial email. 

On XXXX, I received a response indicating I owed the entire amount.

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 06-06-2016 about Debt collection (Mortgage) with BANK OF AMERICA, NATIONAL ASSOCIATION (TX).
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint: XXXX XXXX, debt collector, sent me an " ABANDONMENT OF ACCELERATION '' on XXXX XXXX, XXXX. However, Bank of America 's agent foreclosed on the property on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, Instrument XXXX was recored and executed in the XXXX County Real Property records. 


CAN ACCELERATION BE ABANDONED AFTER THE FORECLOSURE SALE IS COMPLETED?

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 10-11-2016 about Student loan (Federal student loan servicing) with GREAT LAKES (IL).
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint: Since XXXX 2016 as I applied for an income driven repayment plan, I have received conflicting information from numerous reps and multiple managers regarding whether I should I expect an interest subsidy to apply to my account with Great Lakes after my monthly payment amount changed in year two of the income driven repayment plan. After the subsidy did not post in XXXX, I was told that I should still expect the subsidy but that it was delayed because my payment plan did begin until the following month on XXXX XXXX. I called repeatedly in XXXX to confirm and was told I should expect the subsidy by XXXX XXXX, but I did not receive a subsidy by the end of the month. I called on the first business day of XXXX and by the following day and multiple calls, I was told that by XXXX XXXX I should expect an interest subsidy and that there was a delay from the government in posting interest subsidies. After the subsidy did not post by XXXX XXXX, I was told on XXXX XXXX that I would not qualify for an interest subsidy because my new payment amount is higher than the subsidy. This was a simple piece of information that multiple representatives and managers missed from XXXX through XXXX. This misinformation negatively affected my ability to plan financially and has caused me to make payments on unsubsidized loans with lower interest rates because I expected the subsidy on the subsidized loans. As a financial service company, multiple guesses and examples of misinformation over an extended period of time are unacceptable. I am also concerned by the final manager I spoke with advising me to apply for removal from the income driven repayment plan with the idea of letting my loans be forgiven after 20 years. Not only was I misinformed, but I was encouraged to keep up with my minimum payments, which would cause me to pay significantly more over the life of the loan.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation