milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 02/27/2018 about Credit card or prepaid card (General-purpose credit card or charge card) with CITIBANK, N.A. (TX).
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint: On XX/XX/XXXX we discovered that Citibank had been charging us a monthly fee for debt protection, a service we did not sign up for or agree to. We have been card holders since XX/XX/XXXX and we have been told and confirmed through statements that this was added in XX/XX/XXXX.  Citibank has called their debt protection at least 5 different names since this started. We have not missed a payment nor received any benefit from this program. 

Since the discovery of these fees, we made an immeditate call to Citibank that were less than helpful as they said we would have to talk to XXXX and issue a complaint. We asked them to immediately stop what we learned was an optional service. Three calls later, they finally discontinued the charge moving forward. When we asked about our refund of the fees that totalled {$49000.00} and the interest that added {$30000.00} we were told that since we were under the protection of the program these were non-refundable. 

We did not sign up for the service, they imposed it. We have since discovered that there were several cases against Citibank for unfair and deceptive credit card practices. 

We are seeking the process to get our money back. We did not sign up for this debt protection and we were certainly not contacted about any settlement. Yes we should have read and questioned each statement, but for the first 7 years of having the card there was no debt protection. These fees were posted in the same columns at the fees and interest, very misleading. 

The most frustrating part of this dispute is Citibank 's process. We have been bounced around from call center to call center, with the standard response of we can't do anything or see records. First we were told they submitted/entered a dispute request on our behalf, then we were directed to email and finally told to right a letter and wait 30 days. All the while Citibank is making 16.5 % on the balance they have created over 14 years. They imposed these charges, we did not seek or benefit by 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 02/22/2017 about Consumer Loan (Vehicle loan) with Tidalwave Finance Corporation (CA).
Issue: Problems when you are unable to pay

Complaint: I had called tidalwave finance on 2 seperate occasions to get info on a charge off account ... .I had been potentially looking towards filing bk ... .an attorney had informed me i needed balances and company info so he may further assist ... .i tried to see if i could possibly settle my account with tidalwave finance due to me not having a personal cell or home phone number a female XXXX sttd she had the right to tell me to send it in in writting and she sttd she will be hanging up now ... .and she hu on me ... ..i tried calling again to speak with a sup but only had gotten a vcml ... its frustrating to know this is my second time to have to put a complaint towards this company.Im a single parent and have very little income. the second time I called I asked what the settlement would be and how the amount is being set by ... he then sttd im on a daily ineterest then i asked if the company accrues daily interest on a chargeoff account? ... he then asked me if I have lost my contract ... I informed him i did and that I would like what he is telling me in wriiting he kept asking me other questions instead of answering me ..like why havent you paid its been a while sine i had stated i wasnt working ... .I informed him XXXX and my kids would get sick once I would start working ... .if he could please send me the info to the mailing address and he hung up on me ... ..

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation
Consumer complaint received 10/21/2015 about Mortgage (VA mortgage) with NEW DAY FINANCIAL, LLC (CA).
Issue: Credit decision / Underwriting

Complaint: I have never contacted New Day USA for any reason. I continue to receive their deceptive mortgage offers. I have asked them to stop sending me mail and they continue to send me mail.

Company response to consumer: Closed with explanation
Consumer complaint received 10/20/2017 about Mortgage (FHA mortgage) with QUICKEN LOANS, INC. (LA).
Issue: Closing on a mortgage

Complaint: QUICKEN LOANS OFFERED ME A SUMMARY TELLING ME SAYING " I HAVE A CHOICE WITH __________________COMPANY TO PAY THE MONEY BACK FOR BUY A HOME. 
AND THAT THEY COULD DO THE BEST THEY CAN TO FIX THE PROBLEM. 
I HAVE NEVER HAD A MORTGAGE.

Company response to consumer: Closed with explanation
Consumer complaint received 03-03-2018 about Debt collection (I do not know) with Professional Recovery Management (TN).
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint: XXXX XXXX  removed these accounts from my credit on XX/XX/2016 for amt of {$380.00}, {$190.00}, {$250.00} and were never validated. They also have not sent me any notice as to reinserting this information onto my credit report which is required per If a previously negative item is reinserted the Fair Credit Reporting Act ( FCRA ) requires the credit reporting agency to notify you no later than five days after the date of reinsertion. I have yet to receive anything. Furthermore, the company is NOT licensed in the state of TN or bonded per the state regulations in Tennessee. You have to be licensed and bonded to collect any funds on collection accounts, as well as these accounts are well over 7 years old!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 04-06-2017 about Consumer Loan (Vehicle lease) with VW Credit (NC).
Issue: Taking out the loan or lease

Complaint: VW Dealership took my Trade In ( XX/XX/XXXX XXXX which was paid off ) and rolled my equity over as NEGATIVE equity into my new Car Lease for a XX/XX/XXXX VW Jetta. I have been paying $ XXXX/month on a Car Lease that ends XX/XX/XXXX. I have made attempts to buy out the Car/Lease and Trade In but have not been able to because the entire Loan and Residual Value via VW Credit are skewed. Now within the last 90 days of the Lease I am being harassed and the car has been wrongfully repossessed. 

TIMELINE XX/XX/XXXX 1st trip to XXXX in XXXX ( ALL the following pts. below are documented ) Put down {$4000.00} ; told Sales Rep that my budget was no more than {$350.00} in monthly payments Discussed XXXX, only Why not XXXX? Why not a purchase w/ a $ XXXX down payment XX/XX/XXXX 2nd trip to XXXX in XXXX Signed a lease agreement 4 years ; $ XXXX down payment at signing $ XXXX monthly pmts with VW Credit XXXX was the Salesperson as documented XX/XX/XXXX : 3rd trip to XXXX in XXXX XXXX (? ) Leased not approved by VW Credit Lease sold to XXXX ( *Across the Street from Dealership ) Additional {$1500.00} of down payment ( Current total cash paid {$5500.00} ) Put into an OPEN-END COMMERCIAL LEASE In the name of XXXX XXXX ( XXXX years old recently XXXX from college in XX/XX/XXXX ) Paid for 61 Months - 13 months beyond term Could not reach Bank nor Dealership to determine what to do at the end of lease ( called every month for nearly a year ) NEVER TOLD BY XXXX THAT A 3RD PARTY LEASE WOULD NEGATE MY ABILITY TO TURN IN MY LEASED CAR FOR ANOTHER VW FOR THE STANDARD {$350.00} TURN-IN FEE XXXX actually hand wrote on new contract that my " term '' was still 48 months ( see. Exhibit TOTAL PAYMENTS = {$25000.00} + {$6000.00} = {$31000.00} XX/XX/XXXX ( XXXX ) Went to XXXX VW in XXXX, VA ; Goal to turn in leased XXXX for another VW and monthly lower payments ( XXXX VW ). Spent 10 hours at Dealership. 
Specifically told Salesperson that monthly payments were too high, did not need a XXXX because it was too big for a single young female, and expressed that my budget was $ XXXX/month or less. 
Not considered a " Lease Exchange '' due to outside banks involvement Told by Dealer that trade-in allowance would be {$12000.00} ; in reality trade-in allowance given was only {$4000.00} Dealer ( XXXX ) stated remaining lease owed of {$8100.00} even though paid XXXX additional payments @ {$420.00} ( {$5400.00} ) Instead of {$12000.00} trade in allowance, actually had {$4100.00} applied to the lease ( as negative equity ) increasing amount of lease and payments as well as residual value Dealer did not pass on ANY incentives VW customer loyalty ( see Exhibit Dealer did not provide advice on how to handle remaining " lease '' due to overpayment to bank-wanted to make a sale =Could have kept XX/XX/XXXX XXXX and had lower payments and/or dealt with it the appropriate way with VW/Dealer/Industry Leader help/advice ATTEMPTS TO BUY OUT CURRENT LEASE ON XX/XX/XXXX VW XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 11/16/2017 about Mortgage (Conventional home mortgage) with Richard B. Maner, P. C. (TN).
Issue: Trouble during payment process

Complaint: My home was foreclosed XXXX/XXXX/2017 by the second mortgage holder. The first mortgage is currently with XXXX mortgage balance {$270000.00}. 
I 've spoken with XXXX and they were not notified other the property foreclosure sale and they are the 1st Mortgage Holder. I also did n't receive the appropriate 30 day notice that is required by Tennessee Code Annotated for the state of Tennessee.

Company response to consumer: Closed with explanation
Consumer complaint received 09-11-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with TRANSUNION INTERMEDIATE HOLDINGS, INC. (IL).
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint: For some reason my mortgage company XXXX is not reporting my mortgage payments to the credit bureaus. I called to ask why they nonchalantly stated that they will fix it in approximately 30 to 60 days. I feel that this is unacceptable and there is no one that can help me resolve this issue at the company. I need them to report all 9 months that they have failed to report immediately. I realized that they only reported XX/XX/XXXX the next payment that was reported after that was XX/XX/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 05/31/2015 about Credit card () with CITIBANK, N.A. (KS).
Issue: Payoff process

Complaint: On XXXX, I contacted a customer service rep at Sears Credit Card. I arranged via phone to pay the credit card off. With Sears writing off some interest, the total amount that the representative told me to XXXX this card out was {$2000.00}. I paid that amount during this same phone call and was even offered the opportunity to now transfer other credit card balances to this account that may be high interest. On XXXX, I noticed that instead of a XXXX balance, my balance showed {$290.00} after payment. I e-mailed Sears about this and ultimately received an e-mail to contact them directly that these matters do n't get handled through e-mail. On this date I reached an individual on the phone who identified himself as XXXX. I explained the above to him and ultimately he said that even though I was told that the account would be XXXX after payment that it was still my responsibility to pay this new balance. He even went so far as to say that I get statements which I told him that I did not get paper statements that I could still log in and get my balance. I told him I understood all of that but in the end I had a live representative on the phone telling me account information and confirming XXXX that after payment my account would be XXXX. In getting no where with XXXX, I asked to speak to someone else in charge and he refused to do so after several attempts, he kept saying that I was accountable. I then asked direct questions as to whether or not he was refusing to give me another rep and ultimately, he said he would and put me on hold. He then came back briefly to tell me he 'd be sending me to a rep. I waited on the phone afterwards about XXXX minutes without feedback from anyone until I hung up. My total call time was XXXX minutes. I would like for Sears to honor what I was told and XXXX my account out. If this does not occur, I will certainly have no choice in paying this additional amount of {$290.00} and will then promptly close this account. I am amazed that even though I talked with their own account rep that ultimately I 'm told that even though they said that, it 's not true. These are shady business practices and XXXX needs to be dealt with regarding his poor, customer service skills as well as keeping me on hold without feedback or another representative getting on the line. I guess he got his revenge against me for questioning him and Sears by placing me on hold and no one coming to the phone. Nice tactic!!!! 

XXXX XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 11-03-2016 about Debt collection (I do not know) with Credence Resource Management, LLC (GA).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint: This account does not belong to me. This account is a result of identity theft. I have contacted this company many times to inform them that this is not my debt and they have refused to remove this account from my credit file. I need your assistance in getting this matter resolved

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 09/18/2016 about Mortgage (FHA mortgage) with FCI Lender Services Inc. (MO).
Issue: Loan servicing, payments, escrow account

Complaint: My home mortgage was originally with XXXX, Then it was sold to FCI, which I have attached documentation. FCI illegally increased my from {$24000.00} to XXXX. Secondly. FCI needs to disclose the amount my mortgage was bought for because since my address did not change, XXXX sold this note, I am only legally obligated for the amount this mortgage was sold for. I also believe these payments with FCI to be illegal and the CFPB should investigate this company.

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 07/27/2017 about Debt collection (Credit card debt) with CITIBANK, N.A. (FL).
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint: I am a XXXX in the XXXX XXXX XXXX XXXX. My XXXX, the XXXX XXXX XXXX in XXXX FL had a military XXXX at XXXX XXXXXXXX XXXX XXXX in XXXX XXXX, FL. I was ordered to stay at XXXX XXXX XXXX XXXX under a program called XXXX XXXX XXXX ( XXXX ). Under the XXXX XXXX XXXX program the XXXX pays for a group of hotels under a contract with the Hotel. Nothing should be charged to the individual Soldier. I should not have had to pay for my room at all since it was supposed to be paid using the government contract under the XXXX program. I arrived at XXXX XXXX 's in XXXX XXXX and was told I could not get the room without presenting a credit card " to be used for incidentals only. '' The person at the front desk assured me the Government Travel Card I presented would not be used for the room as it was covered under the XXXX contract. The stay occurred on or around XX/XX/2017 On my next bill I was charged {$470.00} for the room and I did not incur any incidentals. I immediately disputed the charges with the bank by phone and sent a certified letter return receipt as a follow up and contacted XXXX at XXXX XXXX 's who agreed the charge should be taken off my Government Travel Card ( GTC ) as the XXXX contract should have paid for the room. XXXX was going to remove the charge from my GTC and charge the room to the XXXX contract. The charge was never removed from the GTC. Instead Citibank sent me a letter stating they are " unable to assist me '' since my card " has not been lost or stolen '' and " my correspondence was received after the requested response date ''. However, the certified letter I sent was timely sent. Numerous calls to Citibank and XXXX XXXX 's have been unsuccessful. I get the impression from Citibank that they are not concerned with disputing an illegal charge and are not interested in helping me whatsoever because they know that my XXXX has to report GTC delinquencies and there is an intense amount of pressure to pay the charges on the card. However, I never authorized the purchases put on my card. Citibank seems unable and unwilling to comprehend this.

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 12-06-2016 about Mortgage (Conventional fixed mortgage) with OCWEN LOAN SERVICING LLC (MS).
Issue: Loan servicing, payments, escrow account

Complaint: Inaccurately reporting to credit bureaus that my loan term as 538 months. My loan term is only for 30 years which is 360 months. I have disputed this with the credit bureaus and the Ocwen Mortgage company with no resolve. Ocwen is also reporting on my account log in that my loan term is 538. This is not what I agreed to in my loan modification on XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 06/29/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (TX).
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint: Mailed to XXXX, XXXX, Experian to remove inquiries on credit report that were not authorize. I have mailed letters to advise and no response back after 30 days. I called and customer service was not willing to help to take care of these negative inquiries reporting to my credit. I would like to keep my credit good and prevent inquiries that I did not authorize off my report. 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 XXXXXXXX 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 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 XXXXXXXX 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 explanation
Consumer complaint received 09/13/2017 about Debt collection (Medical debt) with Retrieval-Masters Creditors Bureau, Inc. (OH).
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint: AMCA letter asking me to pay an amount of {$81.00} to them. " If payment is not made within twenty-one days, your account will be reviewed for additional collection efforts. '' They listed the service provider as XXXX XXXX XXXX. I did not pay this bill because I have paid the {$30.00} debt I owed to XXXX already. 

I called the number the letter provided me, XXXX and it is an automated English accent that did not seem professional.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 04/25/2017 about Student loan (Private student loan) with Navient Solutions, LLC. (PA).
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint: My loan balance does not seem to be going down at all and I 've been paying in it for almost 10 years now. The interest is ridiculous. I 'm a single mom, work full-time, did n't finish school, my fault because I got pregnant and ran into hard times. But I still do n't think I should be struggling to pay off this loan. They are making money off of me, that 's for sure. I understand everyone and businesses need to make money, but this is a little out of hand and ridiculous. It would be nice if they would wipe away my loan debt and use it as a charity write off .... please!     Thanks!

Company response to consumer: Closed with explanation
Consumer complaint received 07/31/2017 about Mortgage (Conventional home mortgage) with LoanCare, LLC (MD).
Issue: Trouble during payment process

Complaint: The property is at XXXX XXXX XXXX XXXX , Maryland , XXXX. The original loan contract for 15 years was singed with XXXX in XX/XX/XXXX. So far, payments have been made monthly to XXXX for the last 7 years. In XX/XX/XXXX, I had a letter from XXXX that I should start making payment to LOANCARE. A questioned XXXX about the legality of the new deal only for XXXX to tell me that LOANCARE is a subsidiary company, and that the contract still stands valid with XXXX. I took XXXX by its word, and started making monthly payments to LOANCARE since XX/XX/XXXX. No paper or electronic, or verbal contract has been signed with LOANCARE in connection with the ownership of the property. Then just last month, XX/XX/XXXX, I had a letter from LOANCARE that I must pay {$710.00} for escrow or else my monthly payment would increase by adding the escrow amount. On the other hand, if I paid the escrow, my monthly payment would remain the same. I quickly send a check of {$710.00} to LOANCARE to cover the said amount. However, when the XX/XX/XXXX payment bill came, LOANCARE still increased the payment by {$100.00}. evidently LOANCARE had added the escrow to my monthly payment even though LOANCARE has already cashed the check of {$710.00} mailed to them. I called them to make a complaint but officials will not budge. Besides that, LOANCARE customer service is very rude, disrespectful, and indiscipline to customers. They tell me to refinance which I do not want to because it is not in my interest. I call XXXX to complain only for officials to tell me that they can not help me ; rather I must refinance. The behaviors of the two companies ( either sister or subsidiary companies ) are  nothing but a calculated attempt to rip me off financially, or even find a cause to foreclose my property. I have 7 more years to finish payment, and I have no interest in refinancing. With regard to the monthly payment, I do not see the reason why LOANCARE should increase it. If anything at all, monthly payment must reduce because the principal has reduced after 7 years of monthly payment. This is fraud, and I need help urgently. Thanks.

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