milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 09-11-2017 about Debt collection (Credit card debt) with UNITED SERVICES AUTOMOBILE ASSOCIATION (MA).
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint: I contacted the institution and inquired about a rate reduction on my credit cards, in light of recent financial hardships. Upon which, I was informed that the only way they could do a rate reduction was if the account was in the rears and deficient. Following the deficiency, the bank would then close the credit cards and afford a reduced interest, in order to pay off the balance. Three weeks following that conversation, I contacted customer service again, and in fact was late on my payments that were due. The agent then acknowledged the previous conversation, and proceeded to close my two XXXX XXXX cards with USAA, and then informed that she would be transferring me to another agent to adjust the interest rate so the card could be paid off. Upon transfer, the next agent claimed to have no knowledge of any interest rate reduction policy, and refused to help. Since that phone call, and to no avail, I have attempted to contact the bank or someone that could assist in reducing the interest, as stated by your agents, in order to pay off of the two credit cards, to no avail. 
The bank has committed unfair deceptive acts and practices and failed to respond in good faith and promptness to a XXXX XXXX letter sent previously " See Attachment ''

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 07/24/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with JPMORGAN CHASE & CO. (TX).
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint: Chase Bank is reporting a credit card on my credit report that was not opened by me. I have previously complained about this to Chase however the negative reporting remains. I am a victim of identity theft. I have previously shared with Chase Bank a copy of my lease which shows that I did not live, work, or have any association with the address that they used for the credit card account. I have had to dispute other accounts as well. I am attaching the letters from other financial institutions which have investigated and found that the accounts established in my name are not mine. I encourage Chase to pick up the phone and call the other banks to verify that they did an investigation and found that these accounts were not mine. Chase is the only negative information on my credit report. If this is not resolved within 10 days I will be instructing my attorney, XXXX XXXX, to bring a lawsuit and seek compensatory damages.

Company response to consumer: Closed with explanation
Consumer complaint received 02/20/2018 about Credit card or prepaid card (General-purpose credit card or charge card) with CITIBANK, N.A. (UT).
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint: XXXX XXXX has failed to send out fraud forms and readjust the balance on my account including the minimum amount due due to fraud charged on my credit card. Additionally they have reported to the credit bureaus that I am 30 days late on a payment, I have lost the card 2 months ago and I have not been able to log into the account online due to it being blocked.

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 04-09-2015 about Mortgage (Conventional fixed mortgage) with OCWEN LOAN SERVICING LLC (NJ).
Issue: Loan modification,collection,foreclosure

Complaint: Can you help me or tell me who I can contact for help? My husband andI are 3 months behind in our mortgage payments to OCWEN. Wecontacted them for a loan modification. Yesterday we received a trialperiod modification that expires in 8 days. We were told what our newpayments would be, which are only {$40.00} less than our current paymentsare but they did not give us any other information about the terms of themodification. We were supposed to approve these new terms blindly in8 days ( by XXXX XXXX ) without any idea of what the new terms would be. 
Are they supposed to give us the written terms with the trial paymentletter? Because they did n't. 
My husband called OCWEN yesterday evening and asked about theterms of the modification. OCWEN said that we would have the sameinterest rate but they were going to add another 13 years to our loan tomake it a 40 year loan. The new payment would be {$1300.00}. For a {$40.00} reduction in monthly payment, we would have to pay an extra 13years of mortgage payments at {$1300.00} per month, or {$15000.00} peryear, totaling {$200000.00} in extra payments to reduce our mortgagepayment {$40.00} per month! Our outstanding loan is only {$140000.00}. 
Is this legal? Can they really consider that to be assistance? They'renot helping us, they are helping themselves. I think they want toforeclose on our house because we have equity. They are telling usthis is our only option. When we asked about the XXXX insettlement funds, we got the run around. We were told that we weren'tflagged for that money and that money was used for people who hadalready been foreclosed upon. I told her that was untrue, that only aportion of that went to people who were foreclosed already and that therest was earmarked for current customers underwater and/or havingdifficulties. She continued to give me the run around and was n't beinghelpful at all. When I finally asked for a supervisor, she put me on holdfor so long that I finally hung up. She never called back. I 'm sure sheleft me on hold to intentionally avoid discussing the settlement fundswith me. 
Is there anybody who can help us? 
Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 04-01-2016 about Credit card () with AMERICAN EXPRESS COMPANY (VA).
Issue: Rewards

Complaint: I opened an American Express corporate card account in XXXX XXXX. The card has no annual fee however I enrolled in AMEX membership rewards program and paid an annual participation fee of {$75.00}. I also paid AMEX a fee of {$39.00} on XXXX occasions to " reinstate '' previously issued points. Since opening I have accrued approximately XXXX AMEX points with a value of approximately {$2800.00} ( XXXX point = {$0.00} in purchased travel ). In XXXX I was contacted by American Express regarding suspected fraudulent use of my card by someone in another state. I confirmed that the charges were not mine and American Express replaced my card. I was promised that everything including my rewards membership would stay the same, however it appears the new card was not enrolled in membership rewards at that time. Since that time I believe I earned approximately XXXX AMEX points however these were not credited to the new card. When I tried to use my points I contacted American Express and they informed me that I have XXXX point balance and they are unable to reinstate my points. This appears to violate zero Liability for fraud guarantee from American Express. My card replacement occurred due to fraud through no fault of my own. American Express zeroed out my point balance after I paid them over {$1000.00} in fees just to maintain my points membership. My account has remained in good standing the entire time. Please help reinstate my membership rewards points XXXX lost from XXXX and XXXX from mid XXXX until now.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 03/16/2016 about Debt collection (Other (i.e. phone, health club, etc.)) with Kimball, Tirey & St. John LLP (TN).
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint: Collection Company sends me repeated mail and asking me to pay debt which was canceled by original creditor. This Debt was regards to move out disposition from one of the apartment I lived in past. Either of collection agency or original creditor ready to resolve the dispute ( s ) i raised against reported debt. Also there were many errors and false claims on the debt. 
Even after repeated request to collection agency, they could n't produce bills or any supporting document for their stand on this debt ( except the disposition letter sent by original collector ) .Recently the original creditor confirmed that they cancelled all my debt. But collection agency refused to stop contacting me for the debt which i do n't owe as of now, they are negotiating with me to pay some amount which is 40-50 % of debt without any reason. It was also reported to my credit report that impacts my standing negatively. 
I disputed on my credit report to credit bureaus, but none of them helps and I was told to agree with negotiation by one of credit bureau and have n't got any responses from other credit bureaus on this matter. My original creditor refused to send me any confirmation on the cancelation as there were management changes on their side. 
I was deeply disappointed with way this matter was handled by credit bureaus, collection agency and my original creditor. I need some help in this matter to get rid of repeated attempts from collection agency for debt which I do not owe and to get rid of any negative impact it creates 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 05/13/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with TRANSUNION INTERMEDIATE HOLDINGS, INC. (MI).
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: I requested that the credit bureau explain or prove how they verified the accuracy of a public record on my credit report. They did not send me copies of documents used to verify the account information. They did not give me the name of the person who verified the information as I requested, yet continue to display unverified information on my credit report.

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 01/17/2017 about Debt collection (Credit card) with ENCORE CAPITAL GROUP INC. (CA).
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint: A fraudulent XXXX XXXX credit was opened in my name. I had never known this as I had not checked my credit for a long time. Upon discover, the XXXX XXXX account was sold to Midland Credit Management. I filed an Identity Theft Affidavit with Midland Credit Management and XXXX XXXX. Midland Credit Management does not agree that I had never owned this account and they will not remove their collection from my credit file. I want full disclosure and proof verifying that I opened this account.

Company response to consumer: Closed with explanation
Consumer complaint received 02/23/2018 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (TN).
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint: i Sent certified letters to the credit bureau over a the course of time for the last 3 months and haven't received any responses

Company response to consumer: Closed with explanation
Consumer complaint received 09/27/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (GA).
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: Equifax continues to report inaccuarte information on my credit file. There are several student loans that are reporting as late while they were in general forbearance. Every time i dispute these items they say they are verified but with whom? The loan servicer sent me documentation that the loans were in forbearance. They are other loans reporting late that were being consolidated and had a forbearance as well. The loan companies direct me to dispute with the credit agency and the credit agencies wanted me to get the loan agencies to update, Its just so much back and forth. The loan companies appear to have poor record keeping. They buy and sell loans and change owners and it get really confusing and the consumer gets hurt. The agent that I spoke with two days ago at XXXX stated that there was a variation of my social security number so that may explain somethings. I just dont know. I do know that I am tired of disputing over and over again. I feel helpless and at the mercy of the agency. And the data breech with Equifax has made things so much worse. I had unauthorized inquires and everything. I just do n't know what to do.I am sending over all of my documentation so maybe someone will look at it and take me seriously and help me.

Company response to consumer: Closed with explanation
Consumer complaint received 11/26/2017 about Mortgage (Conventional home mortgage) with NATIONSTAR MORTGAGE (CO).
Issue: Trouble during payment process

Complaint: At the end of XX/XX/XXXX our mortgage was sold. It had been with XXXX XXXX and it was sold to something called Mr. Cooper. We have never been late on a payment in over 20 years. We are very close to being finished with our mortgage. We got XXXX information about how to pay our mortgage from Mr. Cooper. My husband called XXXX and was told there was a 60 day grace period. Then within a week or so this Mr. Cooper place started calling my husband at work telling him our payment was late. He did n't even have any information at that point on how to pay or who to pay. We finally got paperwork from them and he set up on an online account and paid the mortgage. He continued getting robocalls at work. He has been getting one to two calls per day from this company. Yesterday I called to confirm that they had indeed received the payment. After being forced to listen to a recorded message telling me that anything I said on the phone would be used against me, I talked to an agent who claimed they had received the payment. Today ( XX/XX/XXXX ) we received a letter saying we were overdue on our payment and that we owed them double the monthly payment. In addition somehow they appear to have added {$1000.00} to our escrow account which stands now at close to {$10000.00}. I am outraged by this treatment. We have never had any trouble with any mortgage provider until this Mr. Cooper thing happened. We are about to just pay off the rest of the mortgage so we never have to deal with Mr. Cooper again. I wanted to write this complaint in case other responsible customers are getting these harassing calls and letters from this company. I think they need to be investigated for their practices. Are they even within their legal rights to call my husband every day at work harassing him for a payment that we have already made? How long once a mortgage is sold do consumers have to make a next payment to the new servicer?

Company response to consumer: Closed with explanation
Consumer complaint received 08-08-2017 about Checking or savings account (Checking account) with JPMORGAN CHASE & CO. (FL).
Issue: Managing an account
Sub-issue: Fee problem

Complaint: On XX/XX/XXXXXXXX, I wrote a check and and knew there were other transaction were being posted so I logged into my online account to make a transfer, I notice I had {$320.00} ... in the account, I transferred {$1500.00}. Noticed bellow, the account was not credited until the following day, this also happened the previous week, XX/XX/XXXX, identically. XX/XX/XXXX Online Transfer from XXXX ... XXXX transaction # : XXXX Account transfer {$1500.00} {$1000.00} XX/XX/XXXX INSUFFICIENT FUNDS FEE FOR A {$50.00} RECURRING CARD PURCHASE - DETAILS : XXXX XXXX XXXX XXXX XXXX XXXX Fee {$34.00} {$480.00} INSUFFICIENT FUNDS FEE FOR CHECK # XXXX IN THE AMOUNT OF {$150.00} Fee {$34.00} {$440.00} INSUFFICIENT FUNDS FEE FOR CHECK # XXXX IN THE AMOUNT OF {$500.00} Fee {$34.00} {$410.00} XXXX XXXXXXXX XXXX XXXX CA XXXX Debit card transaction {$50.00} {$370.00}

Company response to consumer: Closed with monetary relief
Consumer complaint received 05-01-2017 about Credit card or prepaid card (General-purpose credit card or charge card) with AMERICAN EXPRESS COMPANY (FL).
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint: Th e American Express Platinum Card  offers  5X  the points if the consumer purchases airline tickets from  American Express Travel Services,  which is fine by me. But then, the card also extends these benefits if the consumer purchases their airline tickets DIRECT from the airlines as well. The first part in my opinion is fine. The second part is a restraint of trade and unfair competition with third party licensed and accredited travel agencies. It gives an unfair and monopolous advantage to Airlines.

Company response to consumer: Closed with explanation
Consumer complaint received 06/18/2016 about Credit card () with DISCOVER BANK (SC).
Issue: Billing statement

Complaint: After cancelling paperless billing with Discover Card because the online bills were always blank, My paper statements are not sent to me. I have to remember to call Discover Card every month and have them create and send my statements. Their customer support always tells me that everything looks fine on their systems but yet the statement is not sent unless I call and tell them I have not received it.

Company response to consumer: Closed with explanation
Consumer complaint received 11/24/2015 about Prepaid card (General purpose card) with U.S. BANCORP (GA).
Issue: Fees

Complaint: I was given XXXX ( XXXX ) XXXX gift cards ( {$50.00} each ). The front of the packaging indicates that the cards were valid through XX/XX/2020. On the back of the card there is verbiage that " U.S. Bank will deduct from your balance an inactivity fee of {$2.00} per month after 12 consecutive months of inactivity ... '' What I did not realize and which I believe is intentionally unclear is that the cards were " ticking '' from the time the person who gifted me bought them. I do not know how long my donor had them ; I tucked them away to use for some future special purchase, confident in the 2020 expiration date. Recently I was ready to make that " special purchase '' and was surprised to find that the cards could not be used because their value had been whittled away to {$8.00} each because of inactivity fees! I was able to get only {$24.00} restored to each card by working with U.S. Bank ( their records supposedly only go back one year ( XXXX x {$2.00} = {$24.00} ). I truly believe that the packaging of these particular gift cards is intended to be vague so that neither the donor or the recipient is aware that " time is of the essence ''. I truly thought that the $ XXXX monthly deduction would begin after the first time I used the card at a retail register. I have other gift cards that I have received, and none of them have these harsh conditions ( you can be sure I looked closely at that after this event ). It is fine with me if MC and U.S. Bank want to run their business by eroding the value of a gift card ( for which they have received their money ), but I do think that they should have to make it clear ( and abundantly so ) that their gift cards are diminishing in value second by second, minute by minute. " Use your card NOW or it could be worth very little or nothing in the near future '' should be emblazoned on the packaging.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 12-11-2015 about Credit reporting () with Experian Information Solutions Inc. (OR).
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting my free annual report

Complaint: Completed form for request for free credit report on : annualcreditreport.com Requested Free Credit report from XXXX XXXX as well as Experian and received notification Message as follows : We are unable to complete your request. 
What happened : " You have already received your free Personal Credit Report from XXXX ; therefore, you are not eligible to receive an additional XXXX report at this time. " I have NOT requested my credit report for many years. This data is incorrect. I have an urgent need to access my credit information as I was refused access to Social Security MyAccount information because my " responses to credit questions '' did not confirm my identity. One of those questions involved a statement of a purchase or lease of a car in XX/XX/XXXX. I have not purchased or applied for any car loans or lease since XX/XX/XXXX. Therefore I need to investigate a possible identity theft situation. I need my free copy of my Credit Report NOW. Also, need to know, to whom, when, and why, you may have or believe you have received a request for my free report as well as where you sent that free copy if not to me. This Is an Urgent Request you my contact me by email or phone.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 02-12-2018 about Student loan (Federal student loan servicing) with AES/PHEAA (PA).
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint: On XX/XX/XXXX, I submitted to have my IBR recalculated, as it was recalculated incorrectly during my annual re-certification. I wrote a letter explaining my circumstances and specifically requested that they recalculate my IBR payments. 

I received a letter on XX/XX/XXXX, stating that my payments had been recalculated, but the amount was still incorrect. 

On XX/XX/XXXX, I received notice that my plan had been switched from IBR to a Standard Repayment plan, and that to start it, I had to make a payment under the new plan. The following day I received notice that a forbearance request had been processed. 

I called to find out what happened, and told them I did not want a forbearance, as I'd not asked for one. It turned out that there was a box I'd checked on the form I turned in on XX/XX/XXXX, where I had mistakenly checked the box for forbearance, and then crossed out the entire line because it was a mistake. Even though I had written a letter to accompany the form, which clearly stated I wanted to have my IBR re-certified. I downloaded those documents this evening, from my XXXX account, and have attached them to this complaint. 

I began the process of completing new IBR paperwork on XX/XX/XXXX. I believe this is when I reached out with my first complaint to CFPB, and the issue was remedied. 

The problem now is that as a result of XXXX incorrectly putting my loans into forbearance, my interest rates were capitalized. I have a problem with this, as I did not request a forbearance, and immediately called to correct it. I believe that my interest rates being capitalized was a mistake that was the fault of XXXX, and I would like to have this rectified.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 07/23/2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (PA).
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint: XXXX XXXX XXXX XXXX-2015 Not my account Fraud account identity theft

Company response to consumer: Closed with explanation