vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-04-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
Nationstar Mortgage became a servicer of my mortgage from the original provider XXXX Mortgage. At the time the servicer and my mortgage changed hands my records did not match XXXX 's regarding balance and amounts due payable. Previously I had spent a very significant amount of time with XXXX going through reconciliations and they resolved some of the matters and applied funds that had been received and not credited to my account. When Nationstar took over I disputed the balance and stated several references and factors. Nationstar did an incomplete review and major discrepancies continue to exist. Meanwhile, fees upon fees and charges stack up. That should not be occuring. Nationstar has not been trying to resolve or look into my matter or concerns and is not acting as mortgage servicer, but as a debt collector. They continue to send foreclosure notices despite the balance they inherited being disputed. I continue to recieve non stop calls and no one is willing to seek a solution or look into my matter for resolution. In a most recent example on XXXX/XXXX/XX/XX/<YYYY> I received a call from the XXXX XXXX number. I asked to speak to the representative assigned to my account and property. This is a woman who I have received letters from Nationstar stating that I should contact to discuss my account specifics. However, everytime I try to call the number it does not go through to the woman. The person that called me today had no record or records of this or the womans name. When I asked to speak to a supervisor I was placed on hold for over half an hour with no check in or ability to speak to anyone before I disconnected.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: WI

Complaint narrative:
I was charged a late fee of {$22.00} from Quicken Loans because I made my payment late by 31 minutes. I contacted Quicken Loans about removing the late fee as I made it on the last date of my grace period, and they refused to remove the late payment. I then asked them to send me confirmation of my payment being late, and they also refused to send me that. I feel it is pretty rotten of a company to charge me a late fee of {$22.00} and then not even bother to send me documentation that the payment was late.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-08-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NC

Complaint narrative:
I am currently 3 months behind on my payment, almost XXXX. Several weeks ago maybe XXXX we attempted to make a partial payment that was refunded unaccepted. We then applied for a modification which was denied. I have now been told that on Saturday XXXX XXXX a demand letter will require the full amount, XXXX approximately. I attempted to establish a payment plan for XXXX today and XXXX on the XXXX but was told that i must make a payment of XXXX by Saturday to avoid the demand letter and starting foreclosure. I am in this position due to a loss of income and can not financially afford the lumpsum of XXXX or the XXXX at one time. I want to keep the home, i have a VA loan and want to avoid foreclosure completely, nationstar is simply refusing to work with me i feel.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: SC

Complaint narrative:
I have repeatedly asked for justification of a deferred balance, Nationstar Mortgage has on my home. Nationstar is either unwilling or unable to provide an amortization of how my payments have been applied and how much interest I am actually paying - I have XXXX complaints all with extensions by Nationstar - Per my conversation today with XXXX ( # XXXX XXXX - they need a XXXX extension as they have not yet resolved the information and can provide no update

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
First of all, I never chose Nationstar as my mortgage company. I do not believe anyone in their right mind would chooses them. They are criminals!! Nationstar refuses to release my insurance claim funds for a claim on severe flood damage. It was supposed to take 3-5 business days and it has now been 17. My XXXX children have been living in a dangerous gutted house since XXXX/XXXX/15. This has been a very urgent situation and Nationstar has done absolutely nothing to help with this situation, they have only added more obstacles. As soon as this repair is complete, I will re-finance with another mortgage company. I will do everything I can to ensure that Nationstar is the XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: MI

Complaint narrative:
I would like to file a complaint. I have received several letters via Certified Mail from NationStar Mortgage stating that I could opt to have a face to face meeting with a representative to discuss options concerning my loan. I have made more than several attempts to set up this face to face meeting for the last month and a half at least. I have received nothing but the run around from each person that I talk to. Someone was supposed to email me, and then someone was going to call me, but I have yet to hear back from anyone regarding my calls to set up the meeting. 

I get different responses from your Representatives from, " We do n't do that '', to " I have never heard of it. '' I read them the letter that I received and had to sign from coming out of the Texas office. The representatives all need to be on the same page. Does n't look good for the business when the information being given does not match going from person to person in the office. 

If no one is going to actually set up the face to face meeting and it is not an option, STOP SENDING ME CERTIFIED MAIL TELLING ME TO CALL TO SET ONE UP!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NV

Complaint narrative:
I refinanced my loan with Greenlight Loans, a division of Nationstar Mortgage, and was funded with a new loan with NationStar on XXXX XXXX. The old loan account on Nationstar 's website was not flagged at all. Not flagged means the account can accept any kind of future payment or changes. On XXXX XXXX, I received an email from Nationstar that my Auto-pay for the old loan was being paid. I immediately emailed them that the old loan was fully paid and yet, on XXXX XXXX, the money was taken out of my bank account. I emailed them again and received a generic response, basically saying, sorry for the inconvenience, but we have your money for the next 30 days ... interest free. I finally called them and a customer representative told me in 18 days after the funding date ( XXXX XXXX ), that I 'll receive my refund check. That day has come and gone! 

The whole problem is that Nationstar is setup to capitalize on human errors. For example, if a consumer mistakenly writes a check with the old loan number or use an old loan stub ... that check is credit to the old account and wo n't get it back for 30 days. In the meantime, a consumer will not know their mistake until they received a delinquent notice on their new loan. Delinquent charges and possible payment processing fee kicks in after 9 days of the Due Date. All they need to do is to play dumb, drag their feet, and the longer it takes to resolve a mistake will result in collecting more fees or free use of customers ' money. 

NationStar 's website needs to have accurate information about the status of the old loan account. This old account should be flagged with notation that the loan is paid, closed and inactive, show any credit balance and a refund date ... none of this unpaid balance owing and your next payment is due on XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: DC

Complaint narrative:
on XXXX/XXXX/15 I spoke with Nationstar Rep LJ # XXXX she explained that my loan Modification was denied because of the following : XXXX NoteXXXX : I explained and wrote a letter that I do not pay child support, gas, cable, car note, phone. I called 2 weeks later and was told my Loan Mod was denied again for the very same reason after my naca representative updated my file and i have written letters clearing up any confusion they may have. I have yet to hear a response

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-20 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
My mortgage loan servicer, NationStar Mortgage, blindsided me by applying principal payments to my mortgage without any notice. This came on the heels of an interest rate increase, and the two combined make my payment 150 % of what it was previously, which is a significant increase and causes a financial hardship for me. 
Apparently, my note was interest-only for 10 years or XXXX payments, so they are within their rights. However, I would expect a reputable loan servicer to make sure their customer was aware of this type of increase well in advance. To expect a consumer to remember a change 10 years after signing the note is not reasonable. 
Furthermore, at NationStar 's behest, I have been paperless for a while. Each month, I receive email notifications of payment due and paid ; these have been the same for so long, there 's no reason to look at statements without being alerted of a change. I have my notifications set to alert me via email of changes in escrow, interest, etc. In the past, I have been notified of interest rate adjustments via letter and/or email so I know to expect them. In this case, I did NOT get any type of alert about the interest rate increase, and I also did not receive an alert about the application of principal payment. 
When I started investigating, I found a XXXX interest rate change announcement buried in my online Billing Statements ; apparently a notice in Billing Statements does NOT generate an alert to the consumer. In XXXX, they confirmed the interest rate increase and also inserted the principal payment. Again, there was no alert, and therefore no reason to review the online Billing Statement which has been consistently the same for so long. 
This practice seems incompetent at best and underhanded at worst. To add insult to injury, they consistently and annoyingly solicit me to refinance my loan ... and this is after I have already spoken to one of their loan officers who admitted they are unable to help me because they do not have access to accurate info on my property. They claim this is a " problem '' in Texas, so my question is, why do they keep bothering Texans with advertising and solicitation?

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-22 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Universal Account Servicing, LLC
State: WI

Complaint narrative:
Was referred to addvantageusa from my credit repair company XXXX XXXX. Was approved and ordered a laptop whichwas never shipped! Cancelled the laptop order. I am now receiving statements and collection calls from UAS, universal acoount servicing llc XXXX. It states right on the statement its for my acct with XXXX. I cancelled all orders in XXXX 2015 with addvantageusa. They have debitted money from my checking account for a laptop inhave never received. I have called every week since XXXX 2015. I have also tried to start a chat on their website- three separate times they stated that they were going to take care of this and nothing has happened. Niw, they dont respind to my chats and never answer their phone. UAS makes daily calls to my cell phone while i am at work harrassing me for a debt i do jot owe. When i call them back, no one EVER answers! I have been on hold in their que for over 45 minutes! Please help!!

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-07-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I am currently in the process of trying to get a loan modification with Nationstar Mortgage.I was approved for a modification when my mortgage was with XXXX.Only to have XXXX transfer my mortgage to Nationstar and I had to start the process all over again.I submitted all my paperwork into Nationstar only to have them continue to say I was missing items. ( All items requested were submitted ) After submitting my paperwork over 16 times I had no choice but to file for Chapter XXXX.I am now again trying to modify my mortgage outside of my BK and wanted to know is their someone that I can work with from start to finish to complete this task correctly.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-28 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CT

Complaint narrative:
Over the past couple of years I 've been contacting Champion Mortgage to apply for a repayment plan in order to catch up on my back taxes. I sent hardship applications on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and never received a response from Champion. I also sent letters to Champion in XXXX and XXXX XXXX, and more recently on XXXX XXXX, XXXX to try to arrive at an arrangement. Champion never replied to the letters.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MD

Complaint narrative:
The loan has been sold several time with first sale by XXXX. Each time it was sold, higher interest was added.XXXX tried to foreclose when it went to court the judge dismissed and threw the case out because it was a predatory loan

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-29 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
XX/XX/XXXX and again XX/XX/XXXX I received a Notice of Default on a property that I own in Washington State. No action was taken by Nation Star ( the lien holder ) at that time, just the notices. XX/XX/XXXX I called Nation Star to see if they would consider a deed in lieu and began working with one of their employees named XXXX XXXX. By XX/XX/XXXX it was decided by Nation Star that they would not move forward with the deed in lieu because of site issues with the property. I then started working with the short sale department with Nation Star. I had a buyer and a back up buyer on board at that time. 
Nation Stars policy regarding short sales, I was told then and just again today ( XXXX/XXXX/XXXX ) is to hold an auction. There were XXXX auctions from XX/XX/XXXX through XXXX XXXX without a bid on the house. I was told by Nation Star that they would put the house up one more time before XX/XX/XXXX and if no buyer was found then they would proceed with the foreclosure. So my real estate agent and the buyer walked away from the deal. In XXXX of XXXX I was contacted by Nation Star to see if I would consider another short sale agreement and I said that I did n't think that my real estate agent would agree nor the buyer if another auction would be a part of the short sale process again. They told me that since the Notice of Trustee Sale was to be held in XX/XX/XXXX they probably would n't move forward with an auction, so I called my real estate agent and she called the buyer and we began again the short sale process. As of today, XXXX XXXX, XXXX, Nation Star wants to proceed with another auction on the property. I had requested in writing that they bypass the auction and either proceed with the short sale or go to foreclosure. I was told that they would consider what they wanted to do and would contact us through their equator program. Have n't heard a word from the equator XXXX XXXX with Nation Star. That request to bypass the auction process was delivered over a week ago.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-08 00:00:00
Product: Bank account or service — Savings account
Issue: Account opening, closing, or management — 
Company: BB&T CORPORATION
State: VA

Complaint narrative:
After the financial institution closed my savings account which was used a overdraft protection, charged me enormous amounts in returned item fees - they transferred all the monies that were in the Savings account to checking. If this action was taken before all the fees were incurred, I would not have been charged {$280.00} returned item fees. This is clearly poor accounting procedures. This also proves the bank 's action were for capital gain only. The bank has yet to prove the Savings account that was closed exceed the XXXX per month transaction by law on a habitual basis.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NM

Complaint narrative:
XXXX XXXX XXXX originated this loan in 2004, then sold the Loan to XXXX XXXX that is now being serviced by Nationstar Mortgage. I periodically call to check my account status because I do n't trust these folks and now find out independently through XXXX and confirmed by a realtor who pulled a title report that my property was foreclosed on years ago, but yet my monthly mortgage payments are accepted, annual mortgage interest statements continue to be generated and they tell me my account is current. I have made several calls, escalated the calls past the newby customer services people, assured that it will be researched and still no results.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA

Complaint narrative:
XXXX : XXXX Select Portfolio Servicing, Inc. sent to my PERSON an admission of guilt of violating the financial privacy of a customer. SPS sent to my PERSON previously private and confidential loan documents of another customer to include a Promissory Note. I still have these items in my possession. Promissory Notes are negotiable instruments and subject to all applicable federal laws. 
There is a high probability that Select Portfolio Servicing, Inc.has also illegally violated my financial privacy and distributed my private and confidential information to other entities. We already know that they sold my monetary instrument and committed mortgage and securities fraud.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-27 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
bb and t banks and credit card issuer numerous problems ongoing basis such as failure to give credit for cash payments made until at least two days later ; failure to monitor online giving of new bank accounts resulting in identity theft to us and not assisting in any way other than to provide XXXX toll free hotlines -- -- XXXX dollars was taken from our church account the moment they issued XXXX new bank accounts to criminals online with little or no safety protections for bank and credit clientele ; numerous credit care issues reported to them on phone and e mail and in certified mail -- all to no avail ; improper interest charges when card was current ; imposing overuse and penalties thus causing the account to go overlimit and then charging fees and penalties for that ; failure to be responsive to valid card inquiries ; failure to remove improper and unauthorized charges ; failed to send me a consumer credit agreement upon the giving of credit ; excessive use fees charged illegally ; failure to abide by state and federal laws for florida federal such as florida unfair and deceptive laws to protect consumers.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-09 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NC

Complaint narrative:
Nationstar Mortgage purchased my loan from XXXX XXXX and ever since the loan was taken over by them I have received numerous statements showing different amounts owed. My husband passed away XX/XX/XXXX and my XXXX was reduced by more than XXXX. I am on a fixed income and this has made it difficult to maintain all of my expenses because of the funeral expenses and I am now running XXXX payment behind on my mortgage with Nationstar. I applied for a loan modification to help bring my loan current in XX/XX/XXXX. I was denied in XXXX on the basis of not showing enough income to support a modification. When we contacted Nationstar to review the reason for denial and they stated that the underwriter based the decision on my net Social Security ( after medicare is deducted ) instead of on my gross income. When asked why I was reviewed based on net instead of gross, they stated that they review each loan differently and I could not be reviewed based on my gross income. We requested other workout options and they stated that I would have to wait XXXX months to reapply.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
Nationstar Mortgage refuses to send me a monthly billing statement or any other notification my payment is due. How can I make my mortgage payment if the mortgage servicing company refuses to provide a service.

Company response to consumer: Closed with explanation