vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PHH Mortgage Services Corporation
State: IL

Complaint narrative:
In XXXX XXXX, I applied for the removal of the PMI insurance on my home based on the increase in value of the home. By letter from my mortgage servicer, PHH Mortgage, dated XXXX/XXXX/XXXX, the PMI was confirmed removed. The letter also stated that the PMI was paid in arrears so I may owe a final payment but that " as of the date of this letter, no new PMI charges will accrue to your account. '' It seemed reasonable to take that to mean that as of XXXX XXXX, XXXX, even if I owed a final PMI payment, it would at most be prorated for the first 7 days of XXXX before the PMI was canceled. 

When my XXXX mortgage payment posted on XXXX/XXXX/XXXX, a charge of {$320.00} was listed as a payment of PMI. My normal monthly PMI charge prior to this date was {$170.00} so I was charged an extra {$140.00} for PMI in XXXX. I called my mortgage servicer to find out about this extra {$140.00} payment and was originally told that this was due to the fact that PMI is paid in arrears so I was being charged for the PMI that accrued in XXXX. Here 's the proration math : {$170.00} ( normal monthly PMI amount ) divided by 30 days in XXXX = {$5.00} ( rounded up ) per day. Assuming I was charged for 7 days in XXXX, this would mean a prorated amount of {$40.00} ( {$5.00} x 7 days ). This obviously does not equal the extra {$140.00} I was charged. When I walked through the math with my mortgage servicer, no one could explain the discrepancy but just kept telling me this was the amount requested by the PMI company, XXXX, and that it was prorated. As the contract for PMI insurance is between my mortgage servicer and XXXX, I was told no one from XXXX would speak to me to explain the extra {$140.00} charge. For this reason, on XXXX/XXXX/XXXX, I requested my mortgage servicer request a breakdown of the {$140.00} from XXXX. I was told to call back in 7-10 business days. On XXXX/XXXX/XXXX, I called to follow up on this request and was told they had no activity in their systems showing a request to XXXX had been made or that any response from XXXX had been received. 

Between XXXX XXXX and XXXX XXXX, I made XXXX calls to my mortgage servicer totaling approximately XXXX hours and no one was able to give me a sound explanation for the extra {$140.00} that I was charged when my PMI was canceled. The mortgage servicer does n't see it as their problem because they do n't have to pay the bill and because of the contractual relationship between the mortgage servicer and XXXX, I can not receive any information/explanation for the extra charge. If a consumer is being charged for something, there must be proof of the validity of this charge. After many hours of trying, I have been refused this proof and told I would never receive it from either my mortgage servicer or XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-28 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
I am the XXXX ( XXXX ), a homeowner 's association with approximately XXXX homes in the XXXX, Texas area. The average price of our homes is generally between $ XXXX to $ XXXX. A property located within our subdivision is XXXX XXXX, XXXX, TX XXXX. This property was abandoned by its owners, who went through a divorce, in about XXXX. Of course the HOA fees are past due but that this is not the basis for this complaint. The property at one time was in great shape but no longer. The brick mail box has fallen down, portions of the siding have rotted away which appears now to allow access to rodents coming into the attic, the grounds are minimally maintained by a management company, the backyard does have a pool which is secured but the fence is falling down and the backyard is a health hazard as it is overgrown with vegetation. XXXX, XXXX, Oh XXXX is a property management company that works for Nationwide Mortgage ( the mortgage holder ) in managing this property. However they do it only when we call them and it takes months to get things done. XXXX XXXX is the contact at XXXX ( XXXX ). I have tried to contact Nationwide Mortgage to find out why this home has not been foreclosed upon in eight years but of course they will not speak to me as I am not the owner and for privacy reasons. We continue to have complaints from neighbors about this subject home because it is an eyesore to the area and homes near by are difficult to sell because of this property. We request that you do whatever can be done to get Nationwide Mortgage to move forward with the foreclosure. They have already lost so much money in just letting this home sit and decline for the past eight years.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-31 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: GA

Complaint narrative:
I have incurred loans through XXXX when I attended XXXX University as well as when I attended XXXX. During a period of hardship, my loans went into default. In contacting my loan servicer, I was advised that the only option I had available to get out of default was deferment. I also was not told that I had to call and resubmit deferment paperwork each year thereafter. If you look at my account, you will see that I have n't done anything else after this time period. My loans have continued to accrue horrendous interest rates, and I am still in school, attempting to gain my XXXX degree, and I owe over XXXX dollars. I am a mother of XXXX, please help ... ....

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-28 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: JPMORGAN CHASE & CO.
State: TN

Complaint narrative:
My wife has not received a paper bill from Chase Card Services for an Amazon account in two years. I was informed that the account had paperless billing. The card is basically maxed out with late fees despite receiving payments and I had no idea.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-17 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO

Complaint narrative:
Another problem with Capital One Credit Card Division. 
I ordered services from a company XXXX. 
This company deals with, XXXX, a credit card processing company. 
Capital One internal fraud division put this account and another of my account on lockdown for a very stupid reason. 

" My credit card is not used frequently for Capital One 's standard '' is the excuse the fraud department told me on XX/XX/XXXX at XXXX. 

I alternate my credit cards so I do not overspend or go above my limit. 
I am XXXX and ill and have limited income and use my credit card for usual expenditures and large expenditures when needed. 
Capital One makes money from from interest charges, yearly fees and a rare late payment ALSO makes money from certain insurance policies premiums. 
Capital One cancelled this transaction without notifing me and also XXXX ( who is awaiting payment approval ). 
This is the SECOND TIME Capital One Fraud Department did this to me. 
The other time was in XX/XX/XXXX and Capital One was totally ignorant and could not find their records on the conversation by telephone and e-mail'So Capital One refused that payment to an apparel company in XXXX. 
Capital One customer service agents, in the Fraud Department are extremely poorly trained because they can not use their computers to find supporting documents OR Capital One illegally deletes those supporting documents. 
I am afraid if I use my credit cards for a large purchase, the purchase will not go through and I will not received the item ( s ).

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-23 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I went to XXXX University from the fall of XX/XX/XXXX to XX/XX/XXXX. I decided to apply for student loans with Citibank because they were one of the only loan companies that I could get a loan through with my credit and a cosigner. Since graduating XX/XX/XXXX they have sold off some of my loans to XXXX and kept the majority that had very high interest rates. They allowed me to put them in a forbearance for a certain amount of time but once that time was up I was not able to defer them any longer. I had to jump through hoops to get them to put them into a forbearance while I was away for XXXX and would n't have access to electronic devices to be able to pay my bill. I did not get a good job out of college and have struggled thus far to be able to pay the {$430.00} monthly payment that they offer no other payment plan for. This is on top of a {$120.00} payment to discover and almost {$200.00} to federal loans. I fell behind on my payments and they would call me at least XXXX times a day ( from various phone numbers ) starting at XXXX central time and not letting up until XXXX or XXXX. I also received at least one letter a week demanding payment and have a stack, almost an inch thick, of letters from them, my co-signer also received these letters. This was not only stressful and humiliating, but it was also depressing and made me regret ever going and getting a college education. I have recently had to take out a small personal loan to get caught up on the payments, but was unable to even get a loan for more that XXXX dollars because of the negative impact the Citi Student loans had on my credit score. They are unwilling to negotiate a lower payment amount and I ca n't find anyone that would even consider consolidating loans from them. Their associates are much less than pleasant to speak with and leave me feeling like I have no self worth after talking to them. Overall my college education feels like a disappointment because the job market is not that great, and I 'm stuck with student loans from a company that 's money hungry and unwilling to make any kind of compromise with their customers.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-18 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Improper contact or sharing of info — Contacted me after I asked not to
Company: Harris & Harris, Ltd.
State: IL

Complaint narrative:
I was called by Harris and Harris regarding a medical bill. I was given specific medical information and was threatened by the associate that they had all of my personal information including my social, date of birth, employer information, insurance information and address. I asked them to cease communication and contact me via written correspondence only. The agent tried to intimidate me over the phone. I have been sick over the last year and have several bills that have been paid, but this bill I have no invoice for. I have a very common name so I always want to verify, but this agent started by disclosing what the bill was for without verifying who i was or if she was speaking to the correct individual. I was floored when I asked to cease communication and she mumbled something under her breath and hung up.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-17 00:00:00
Product: Debt collection — I do not know
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: ENCORE CAPITAL GROUP INC.
State: KY

Complaint narrative:
Midland Credit Management , Inc., XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX states I owe them {$4400.00} from an original creditor XXXX, XXXX. as account XXXX. I have asked this business on four ( 4 ) request by United States Postal Service Numbers,XXXX, XXXX, XXXX, XXXX, and some mailing not certified mail return receipt and I have not received a copy of the original contract with my signature with date signed, dated became default and some record of payments so I may understand it this is my debt, and as of XXXX XXXX, XXXX this has not been completed. I have offered to pay with-in reason an amount that my social security will support if in fact this is my debt. I have contacted Midland Funding LLC, XXXX XXXX XXXX, Assisting Secretary, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX with no response. This constant XXXX abuse I think may be of human rights and has caused my XXXX XXXX to increase to another stage and causing loss of productivity, and despair just to constant sending letters and answering questions. They continue to refuse to send me the documents I have requested and I have asked they stop contacting me and they still contact me. I asked them to take the request to court here in XXXX County, XXXX so resolve the issue. I am XXXX years of age and I must have this stopped and now I need assistance. I do not have any knowledge of this debt and I ca n't remember anything about this debt. I have researched XXXX credit reporting agencies for information and I can only find a Account Review Inquiries of XXXX on XXXX/XXXX/XXXX address XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX Telephone XXXX. I have asked this business to stop accessing my credit report without authorization. Midland Credit Management , Inc. has contacted my ex-wife of 30 years past with constant telephone calls in XXXX per letter from ex-wife. My age of XXXX and XXXX ( XXXX ) XXXX children and I am a single parent and I need assistance to stop Midland Credit Management , Inc .

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-03-28 00:00:00
Product: Credit card — 
Issue: Other — 
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
On XX/XX/XXXX, I made a payment for hotel and flight reservations with my American Express card ( AE ) to XXXX, its travel agent, XXXX XXXX, located in XXXX, Oregon. 
On XX/XX/XXXX, I contacted the travel agent to cancel all of my reservations and request a full refund of {$2000.00} for the hotel. I have been disputing this charge with AE since XX/XX/XXXX to date with no resolution. 
In one of the attached emails dated XX/XX/XXXX, I was informed for the first time, that the hotel reservation was a non-refundable transaction. Though the transaction occurred on XX/XX/XXXX. Therefore, this is the problem I have been disputing with all parties involved, including AE, that the agent failed to communicate to me, either in writing or verbally, of any cancellation/refund policy. 
I do not believe I should be penalized for someone else 's negligence failing to notify its customer of any cancellation/refund policies. Neither did XXXX XXXX inform me of any third party provider of services until I received the vouchers issued by XXXX. And XXXX, upon its response letter to AE on XX/XX/XXXX. XXXX XXXX received her commission. Travel Bound received its payment. And I am stuck with a {$2000.00} AE bill due to someone 's ineptitude. No one is taking responsibility for failing to lawfully inform the customers of its business ' policies. 
On three ( 3 ) occasions, I have disputed this charge with AE. On three occasions, AE has informed me there is nothing more they can do to get the refund from the parties involved. As recent as XX/XX/XXXX, I was contacted by XXXX XXXX, American Express Executive Customer Care with the same response as before. I have observed a lack of protection towards its customer from AE. Evidently, AE has easily accepted a snapshot received from XXXX and XXXX as sufficient evidence to rule in their favor. I have provided written emails evidence to all noting that XXXX XXXX failed in her fiduciary duty to inform me, anytime prior to finalizing the transaction with XXXX. My evidence has been completely ignored. 
At no time did she mention any cancellation/refund policy. I have repeatedly requested all parties to provide me with written or verbal evidence that I was dutifully informed of their policies. All have chosen to ignore my request including AE. 
XXXX provided a refund of {$25.00} on the first dispute. I have asked for an explanation for the refund. Also, it has not been addressed in either of their response. 
Additionally, I am extremely dissatisfied with AE 's poor customer service support. During this dispute, I have observed a lack of support or protection towards its customer. 
I have also noticed XXXX website states their hotel cancellation/refund policy. If canceled 72 hrs or more, full refund. I canceled beyond that timeframe. I find this a deceitful practice to customers. I am requesting XXXX to provide a written explanation of the contradiction of this policy and its refusal to issue a full refund.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-11 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: National Account Services, Inc.
State: IL

Complaint narrative:
COLLECTOR FAILED TO VALIDATE DEBT IN VIOLATION OF FCRA, AND IS STILL TRYING TO COLLECT SAID DEBT AFTER THE S.O.L. PERIOD EXPIRED IN ILLINOIS OR 5 YEARS. LASTLY, SKIP TRACING ME BROTHER AT (XXXX) XXXX AND (XXXX IN VIOLATION OF TCPA, AND KEPT CALLING MY CELL (XXXX) XXXX.UNLAWFULLY REPORTING ON CREDIT FILES IS A MAJOR PROBLEM AND MUST BE PUNISHED.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-05-08 00:00:00
Product: Debt collection — I do not know
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: Blatt, Hasenmiller, Leibsker & Moore, LLC
State: IL

Complaint narrative:
I received a motion to transfer letter from Blatt, Hasenmiller, Leibsker & Moore LLC on or about XXXX XXXX regarding a hearing for such request on XXXX XXXX. On XXXX XXXX I contacted Blatt, Hasenmiller, Leibsker & Moore LLC regarding the letter - to get additional information as to what this letter was and what it was in regards to. I was told that a judgement has been entered and I could settle. I told the representative that this was the XXXX letter received from their firm and ask would they accept a flat settlement and what was the amount due. The representative told me I or someone at my home had been served - this is false. I did not receive a summons or any other correspondence from this firm or the collections agency they state they represent - XXXX XXXX XXXX. This letter regarding motion for transfer is the XXXX correspondence received from Blatt, Hasenmiller, Leibsker & Moore LLC at my address. The representative attempted to contest this and stated either way I would be responsible for the original debt and court cost and would need to pay such to vacate the judgement. 

I 'm left with - no verification of the debt, no verification as to whether this debt is truthfully even actionable against me in court, and minimal recourse other than to pay up front.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-25 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Credit decision / Underwriting — 
Company: AMERICAN ADVISORS GROUP
State: GA

Complaint narrative:
In the XX/XX/2016 I submitted a request for a reverse mortgage with American Advisors Group ( AAG ) a nationally advertised finance agency which specializes in allowing seniors, age XXXX and over, an opportunity to " remain in their own homes '' by establishing a line of credit and freeing them from monthly mortgage payments as long as they remain in their home. Soon after the process began I was hit with a series of financial demands. First there was a fee of {$120.00} for a required reverse mortgage counseling course. Next there was a {$450.00} fee for an appraisal. As a result of the appraisal there was a requirement that co2 and smoke detectors be installed in my home 's XXXX bedrooms at a cost of about {$150.00}. The appraisal said the home is worth {$120000.00} with an outstanding principal on first and second mortgages with XXXX of {$93000.00}. In addition to the appraiser I also had a visit from an AAG agent and during his visit he had me sign a series of what I assumed were contract agreements which, among other things, notified my home insurers, XXXX XXXX, that AAG was now my mortgage holder. All this occurred by XX/XX/XXXX. I had no further contact with AAG until after the holidays. I had been told in XX/XX/XXXX that the process would be completed by early XX/XX/XXXX and that I would be able to use money that would be going in lieu of a XX/XX/XXXX mortgage payment to buy XXXX presents. This statement was made by my mortgage counselor, XXXX XXXX. During the second week of XXXX after weeks of not being able to contact AAG, I finally contacted XXXX XXXX. I was informed that his loan committee had declined to approve the reverse mortgage. The reason he gave was that the {$34000.00} equity to loan debt margin was not large enough to approve. On XX/XX/XXXX I received a 2nd-day air package from AAG with a form letter explaining the denial. Their reason was listed as not being able to verify enough income to cover closing costs. At no time was I ever asked in I could cover such costs nor was it ever suggested as to the amount of closing costs or that it would be my responsibility to bear them. At no time in the process prior to XX/XX/XXXX. was there even a hint that the request would be denied. I find this all ironic in that AAG 's advertising campaign makes reverse mortgages seem like a constitutional right guaranteed by President XXXX and endorsed by high-credibility spokesmen such as the late XXXX XXXX and XXXX XXXX.

Company response to consumer: Closed with explanation