milesbutler/consumer_complaints huggingface dataset:
Consumer complaint received 04/19/2017 about Debt collection (Mortgage) with Sortis Financial, Inc. (AZ).
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint: In the process of selling my home, I discovered that a loan I thought had been discharged was actually being serviced by  ClearSpring Loan Services.  I had never received any correspondence from them in the nearly 10 years since I had m y 1st  mortgage modified. Regardless, I contacted them and they said I could settle at 50 % of the debt which came to around {$26000.00}. I raised this money within 2 days of contacting them and made arrangements and paid them. I am needing the lien released so that I can finish selling my home. It has been a month now and I still do not have the lien release. I call every single day and they tell me they ca n't give me any updates. They often telling me conflicting information such as the lien needs to be released by the original mortgage company,  XXXX . I called  XXXX  and they said they do not do the release, ClearSpring does it. It 's 100 % internal but then they will tell me they sent it to so me 3rd-party compan y to process and could take 90 days. I do n't have 90 days - I 'm trying to close on the sale of my house! I need this resolved ASAP. I have satisfied everything they asked of me and they are holding my title hostage.

Company response to consumer: Closed with explanation
Consumer complaint received 08/25/2015 about Consumer Loan (Installment loan) with SYNCHRONY FINANCIAL (TN).
Issue: Managing the loan or lease

Complaint: I submitted an application to purchase/finance a lawnmower. The company outsources their financing to Synchrony Financial. The address on my drivers license was used for the application. At the time, I advised them I just sold my home ( closing was within the next XXXX weeks XXXX and needed to have the mailing address updated. The following week, I received a phone call from Synchrony Financial requesting I give them my updated mailing address. I gave them the new address and was advised of a future payment date. Today XXXX/XXXX/15 - my payment is due. However, I have not received any documentation regarding the loan and account number. Upon calling the bank, customer service tells me that it was sent to the old address and returned. I advised I would only issue payment if I had supporting documentation for the payment. The company mailed paperwork to an address they knew to be incorrect. The company refused to provide me with an account number although I verified my identity through my date of birth, social security number, old and new addresses, and amount of the loan. They stated they are unable to update an email address over the phone for security reasons. This makes no sense as they are able to update a mailing address over the phone. My customer service rep, XXXX - showed no empathy or concern. After telling me a payment was due today - he snarkly responded to my request for a bill in order to make the payment due with the words, " I 'll mail it and you can get it XXXX business days. '' This type of service is rude and unacceptable. It almost appeared to be a personal attack and deliberate attempt to elicit a late payment fee because they have not provided me with a copy of the payment due/invoice. Nor have they used common and acceptable methods of communication in order to ensure the customer has the information necessary to make prompt payments.

Company response to consumer: Closed with explanation
Consumer complaint received 11/27/2015 about Student loan (Non-federal student loan) with NELNET, INC. (SC).
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint: I attended XXXX XXXX of XXXX from XX/XX/XXXX-XX/XX/XXXXI took out XXXX private student loans to finance my education. 
My loans were initially serviced by Nelnet with no problems. 
In 2014 my loans were service released to Firstmark Serviceswhich is a subsidiary of Nelnet. 
I remit payments through XXXX XXXX Online Bill Pay making one payment of {$420.00} monthly. 
The servicer would split the payment and apply funds to each loan. 
I made 10 payments to FirstMark with no issues. 
The 11th payment was only applied to XXXX of my loans. Reason being is that the payment processing computer now can not distinguish between due dates and my entire payment was applied to the first loan coming due. 
I was told by customer service that, due to the due dates being off by one day, XX/XX/XXXX and XX/XX/XXXX, that the payment was only applied to XXXX account and that she could not make the date the same for both loans due to different banks holding the notes to my loans. I was told to send my payment to a different address where a human would apply the payments to my individual loans. I did this for my XX/XX/XXXX payment, submitting it XXXX XXXX, and it mysteriously disappeared for over 2 weeks before it was miraculously discovered on XX/XX/XXXX XXXX and backdated to XX/XX/XXXX XXXX. I would like to add that the payment being found coincided with a rather nasty email I sent Firstmark on XX/XX/XXXX XXXX. Since this date I have mailed XXXX additional payments to the address listed on my statement and thus far both payments have been applied only to the loan that is due on XX/XX/XXXX. I have called and emailed Firstmark and they have shown no interest in correcting this problem. It is my opinion that Firstmark created this problem in order to hinder myself and others in making loan payments. I believe this because the 10 prior payments the computer correctly and automatically split my payments among my XXXX accounts. Why would a servicer change this on purpose? To create more work on the student loan payer by making one have to call or email the servicer each month to have ones payment applied correctly? This is a major waste of my time and is causing undue stress in my life. I also believe, if I failed to call, this error would not be discovered within 30 days and then my credit would be irreparably damaged and thus I would be damaged monetarily.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 06/29/2017 about Debt collection (I do not know) with Convergent Resources, Inc. (TX).
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint: Number has been repeatedly calling my parents land and cell phones daily for the past 2-3 months, including today. I have never used their phone numbers on any applications, or provided them as a method of reaching me. Company is harassing them to reach me when they were never listed on any information provided in original account.

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 01-07-2016 about Credit card () with AMERICAN EXPRESS COMPANY (CA).
Issue: Delinquent account

Complaint: I am using my AMEX for the company that I am working for, I will attached the email that I received from Finance Controller confirming this. I am behind on payment to AMEX while I am waiting for the Reimbursement from the company. Amex has been calling my phone asking for my sons for payment. I am the primary card holder but they are reporting this delinquent to their credit reports. I am also attaching the statement confirming they have XXXX transaction in 2015. They are only subsidiary card holders and should not be responsible for the delinquent of this account.

Company response to consumer: Closed with explanation
Consumer complaint received 10-02-2017 about Student loan (Federal student loan servicing) with AES/PHEAA (LA).
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint: I applied for an income driven repayment plan because as a first year XXXX XXXX I can not possibly afford to pay standard payments for my federal student loans. I will go into forbearance if I do not start repayments in less than 2 months, but the federal loan service has been sending me messages stating that they will not even consider me for the income driven plan until closer to the time I have to start paying back my loans, which is not until after I will go into forbearance. They have put me in an impossible situation and as a XXXX XXXX who is already making barely enough money to survive on, I can not wait for this arbitrary date that the federal loan service has chosen before they will even consider processing my application.

Company response to consumer: Closed with explanation
Consumer complaint received 10/25/2015 about Mortgage (Conventional fixed mortgage) with NATIONSTAR MORTGAGE (FL).
Issue: Loan modification,collection,foreclosure

Complaint: My home was virtually stolen from me even though I settled twice for the full amount with the court using a lawful financial settlement. The pretender lender has been trying to get me to contract with their frivolous attempts. Nationstar Mortgage. There is a suit pending which will need to be transferred to the XXXX Court house but waiting for money to come in.

Company response to consumer: Closed with explanation
Consumer complaint received 05-05-2017 about Checking or savings account (Checking account) with WELLS FARGO & COMPANY (CA).
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint: I opened a PMA checking and brokerage account with  Wells Fargo  in  XXXX .   I had  XXXX  checking account, a credit card and ATM card at that time.     At some point in  XXXX , inexplicably, a second checking account appeared on my statements. I believe this account was opened as a result of the fraudulent and unauthorized accounts opened by  Wells Fargo em ployees pressured to meet sales goals, which has been addressed in a class-action lawsuit against  Wells Fargo.  I am not part of the class-action case. Mysteriously, the second checking account was removed from my PMA account in  XXXX   XXXX . I had met with a  Wells Fargo empl oyee in  XXXX   XXXX  on  XXXX   XXXX ,  XXXX  to provide more information regarding a fraudulent transaction which took place on  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 08/23/2017 about Debt collection (Other debt) with AFNI INC. (SC).
Issue: False statements or representation
Sub-issue: Impersonated attorney, law enforcement, or government official

Complaint: AFNI rep XXXX stated that once I made a payment over the phone with a XXXX or XXXX that AFNI would send me a letter stating that my account with XXXX  would be removed from my credit report. He stated the letter would have the AFNI company logo and letter head. This conversation took place on Wednesday, XXXX XXXX at XXXX EST. 

The AFNI website clearly states that after I pay my debt, the account will not be removed from my credit report. This can be found at the following URL https : //www.afnicollections.comXXXX He then continued to insist that I give him a credit card to " start the process ''.

Company response to consumer: Closed with explanation
Consumer complaint received 07/15/2015 about Student loan (Non-federal student loan) with IOWA STUDENT LOAN LIQUIDITY CORPORATION (IA).
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint: This complaint is for how the customer service of XXXX XXXX XXXX handled a recent issue with their online payment system. Payments made online during the date of XXXX/XXXX/15 faced system issues where the payment was triplicated instead of processed only once. I became aware of the issue only after checking my online bank account ( XXXX/XXXX/15 ) and saw the reoccurance of the transaction and the overdraft they were causing. 

In following up with Aspire customer service on XXXX/XXXX/15, they informed me that they knew of the problem and were working hard to correct it. During the conversation, the process of how to handle the overdrafts for refund also occurred. The second representative I spoke with informed me that their company became aware of the problem on Monday, XXXX/XXXX/15. I asked if there was any thought of notifying the people affected by this problem - via mail, email, or phone number ( all of which they have ). The representative had no answer as to why they did not attempt to notify the people this would cause hardship for. 

I explained that this was, in my eyes, some of the worse customer service possible - to not even attempt to notify customers of unauthorized charges their company was making. I explained that they have my contact information and that is wrong to not notify and allow the customer to find out on their own. 

The represenative said they could see my point. They explained they are working on the return of funds and working on solutions to prevent issues like this from reoccurring. I am, mostly, satisfied with how I was treated on the phone - my complaint is with their policy/lack-there-off in regards to notifying customers of issues they have caused. The returned money may take up to a week to return to my account and I will have to go through a claim to get refund for the additional fees and fines caused by this oversight in their systems. 

They did not have an answer regarding how this would create additional hardship for weeks or months to come - handling the refund process will take 5-10 days, then wait for a check to be issued and received. They did not have an answer for the impact this would have on subsequent bills with their own company and explained they had not discussed any way to assist those they caused negative impact for. 

They had the information to provide to myself and the countless other customers impacted by this situation and did nothing.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 10-03-2016 about Consumer Loan (Vehicle lease) with HYUNDAI CAPITAL AMERICA (IL).
Issue: Managing the loan or lease

Complaint: I called Hyundai Motor Finance to make a payment over the phone since they are unable to take my payment online due to an issue on their end. While speaking with the agent, I informed her that I wanted to make my normal monthly payment of {$230.00}. She took the payment and waived the {$7.00} processing fee due to the issue I was facing online. However, she submitted XXXX payments back-to-back. XXXX for {$230.00} and XXXX for {$230.00}. I NEVER authorized a payment for {$230.00}. I checked my XXXX account this morning and saw the XXXX payments taken out which prompted me to call Hyundai Motor Finance. The gentleman I spoke with said he did not know why the previous rep took XXXX payments but offered to refund me the {$230.00} payment which would take approximately 20 days to receive. I explained that I never authorized the payment for {$230.00} so wanted that XXXX to be refunded. He said he could not because he ca n't refund service fees. I never authorized the {$230.00} payment or the processing/service charge, yet Hyundai Motor Finance refuses to refund that payment. This is highly concerning as I feel I was lied to and their negligence is only costing me my hard earned money. Please contact me so I can have Hyundai Motor Finance investigated for this. I also had an issue during the initial call when I asked them to waive a late fee due to their system issues and they refused. This needs to stop and they need to be penalized for these types of issues. I am a customer of several other financial institutions and have never had these types of issues anywhere else.

Company response to consumer: Closed
Consumer complaint received 11/17/2017 about Mortgage (Conventional home mortgage) with OCWEN LOAN SERVICING LLC (TX).
Issue: Struggling to pay mortgage

Complaint: on XX/XX/XXXX I had applied for a modification approved at an extended 40yr note I was not looking to be XXXX and steel paying on my loan. I had fallen behind on my payments for XX/XX/XXXX a partial payment as I was making a repayment plan fail to make a payment to repayment plan on time and there for it was removed I have been trying to redo the repayment plan and they keep denying it until XX/XX/XXXX I spoke to a rep and he said I would qualify for a repayment plan down payment would be {$4100.00} I agree to pay on XX/XX/XXXX I called to notify I would be making the deposit and relationship manager said it was denied she would had to resubmit I called again they said it was denied in total submissions it was 5 last one came back to me I need to pay {$6100.00} on XX/XX/XXXX then she called back later it had been denied again due to submittal by previous R/M was calculated wrong she would submit again as I explain to her my interest was not due to change until XX/XX/XXXX so she submit again then R/M called me on XX/XX/XXXX to advise it had been denied for the XX/XX/XXXX just when I had put the {$6100.00} together again my loan was setup on a modification trial plan for three months my first payment will be XX/XX/XXXX I had not other repayment plan available due to my loan in the FC process as they ate all the time on submittal and denials..I am so nervous of this trial plan not good reviews on the Ocwen trial plans online and as of today I had not received no paper work they have been working on it for over two weeks ... ... on the online reviews customer lost a home as they came back to her three months later informing her she did not qualify for the modification ... .my question is what takes to get the final modification approve or denied?????? I dont want to loss my home OR SELL MY HOME and they know I have a good equity on my home ... I would like for OMBUDSMAN DEPT HELP ME ... .OR SOMEONE TO HELP ME ... ... .I WANT FOR SOMEONE TO ASSURE ME THIS MODIFICATION IS GOING TO HAPPEN AFTER THE TRIAL AND NOT ONLY KEEP EATING TIME ... TO KEEP MY HOME ...

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 10-10-2017 about Debt collection (I do not know) with First National Collection Bureau, Inc. (IA).
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint: The first national collection bureau has been calling me repeatedly for days now, they are n't leaving any messages, or contact information. They have NOT sent me any information by mail, and have not verified the debt they are attempting to collect.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 04/21/2017 about Debt collection (I do not know) with D. SCOTT CARRUTHERS (CA).
Issue: Communication tactics
Sub-issue: Threatened to take legal action

Complaint: Received a call from a woman named   XXXX   at D. Scott Carruthers Law claiming that I owe a debt. Could not verify any information. Stated that I owed a debt that I 've never had with   XXXX   XXXX  . I have never had any such debt.

Company response to consumer: Closed with explanation
Consumer complaint received 02-06-2017 about Credit reporting () with Experian Information Solutions Inc. (FL).
Issue: Incorrect information on credit report
Sub-issue: Information is not mine

Complaint: The company refuses to remove negative and inaccurate information from my credit file

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 12-12-2017 about Checking or savings account (Checking account) with M&T BANK CORPORATION (NY).
Issue: Managing an account
Sub-issue: Banking errors

Complaint: Hello, I opened an EZChoice Checking account with M & T Bank. As part of opening the account, I used the promo code QK as an offer to get a {$200.00} bonus for opening the account, with the following requirements. See here for an image of the mailer and even the fine print of the offer : https : XXXX Open a new M & T personal checking account by XXXX XXXX, XXXX with the promotional code QK and receive a sign up bonus of {$200.00} when you do the following : Set up a qualifying direct deposit of {$100.00} or more within 90 days of account opening That is the language from the offer. I confirmed multiple times on calls with customer service reps that my direct deposit from my employer was accepted, and valid. They did n't dispute that I met the direct deposit requirement. 


When I waited 90 days after no bonus posting, and the account still in good standing, the supervisor of the CSR told me that I did n't open up the " correct '' account, and that I had to open up the " MyChoice '' checking account for the promo code QK and NOT the EZChoice Checking. 


Look at the image and the offer! It says ANY checking account, and no where did it specify MyChoice checking. In addition, when I called the previous times to check if I had met the requirements, they said I was fine and I even mentioned the SPECIFIC promo code QK, and they never said I had opened the wrong account. She says there 's " nothing she can do '' even though I explicitly explained all of this to the person. 


This was after 2 calls where specifically I asked if I had met the requirements, and if there was anything that would cause me not to get the bonus. Both CSR 's told me I was set and just to wait. Then when I finally waited the maximum time, I get this response with no proof that I did n't open up the " correct '' checking account, even though there are virtually no differences between the two. ( No material difference in fees or anything )

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 09-12-2016 about Credit card () with SYNCHRONY FINANCIAL (FL).
Issue: Identity theft / Fraud / Embezzlement

Complaint: our citgo gas card had not been used by us since XXXX..our statement dated XXXX showed XXXX in purchase of diesel fuel at XXXX per purchase ... the cards are in our possession so we called and filed a dispute -- -we have cars which take XXXX of gas and we dont live in XXXX ... we notified both customer service and their fraud department ....

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 09-08-2017 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with EQUIFAX, INC. (CO).
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint: Equifax mishandled my information which has led to a breach that puts myself and millions of others at potential risk. I am extremely disappointed with how equifax has handled reporting this breach. Very little was done to notify the public for nearly a month after the breach was detected. I received no email, letter, or phone call and instead had to discover it via social media.

Company response to consumer: Closed with explanation
Consumer complaint received 03-02-2017 about Debt collection (I do not know) with PORTFOLIO RECOVERY ASSOCIATES INC (CA).
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint: I have repeatedly requested that Portfolio Recovery Associates , LLC / Account Disputes Department provide me with an explanation of the amount they claim I owe, how that amount was calculated, account history. They have refused to provide this or any copies of documentation that this debt is in fact mine. Yet they have been willing to put this unverifiable debt on my credit report, as well as send me a continuing stream of collection letters. Please see attached.

Company response to consumer: Closed with explanation