vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-06-05 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
I have recently paid this account off yet i still see late payments on this account. initial issue was in XX/XX/XXXX, when making my payment a suntrust representative asked if i wanted to skip a payment and put to end of term. I agreed because i trusted was as innocent as he portrayed. i went on vocation and came back to realize that not only did this guy not push payment to end of term but my car got repossessed. XXXX assured me and apologized for inconvenience and allowed me to get car back with payment all fees. Advised that they will be able to push payment out to end of term and be able to reduce payments to XXXX at no time was this explained that this would be considered a " Modified loan ''. I was tricked into believing i was refinancing. few years later when i was declined for many banks to get a new car loan after my son was born i realized that this account had XXXX late and a repo that was not suppose to show. I called suntrust to also find out that the so called modification they had was for a different vehicle. when i mentioned this to legal they immediately tried to coerce me into signing another modification with 07 nissan 350z because in exchange to remove all late fees on the account. keeping from me important information like GAP coverage may be forfeited, higher overall paid for loan and potential negative aspect on credit report. My vehicle was later involved in a accident and vehicle was paid off. At this time no Late payment were suppose to show on this account and loan modification was suppose to be taken off since they had wrong loan modification paperwork signed on my account and i was not aware i even had a loan modification. I was even told that if i refused to sign new loan modification that they would make me pay the account current by retro modifications back at its so called inception. i called yesterday XXXX and spoke with a lovely representative whom could n't even pull up my information yet suntrust continues to verify this account with credit reporting companies as " Valid ''. When i asked her if she could send information pertaining to account and modification that was on wrong vehicle she said they had nothing. So how can they continue to report information that they ca n't even verify?

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 2016-10-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: NJ

Complaint narrative:
I have trouble repaying my XXXX student loans. I have asked for help from Fed Loan Servicing but it would be a financial burden to pay according to the plans that I have been offered. The plans do not take into account the fact that I have no discretionary income to pay my student loans according to an analysis made by a Consumer Credit Counseling Agency. I have asked for a minimum but the provider has sent collections notices as well as threats of garnishment. Likewise I have asked for Teacher Forgiveness as I am a XXXX but I as ill advised by Fed Loan Servicing that I do not qualify even though I work in an XXXX XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: GA

Complaint narrative:
My mortgage from XXXX XXXX was sold to SLS in XXXX XXXX. I paid my XXXX payment ( {$1200.00} ) to XXXX because I 've done this for 10 years. I started receiving notifications from SLS in XXXX that they now have my mortgage and need to begin making payments, but the payments have increased by {$400.00}. I 've asked since XXXX, for an escrow review of my mortgage to no avail. As of date, I have not received anything from SLS pertaining to why my mortgage has increased. I 've spoken to them 3 times, and still no reason, explanation, or letter. I made my XXXX, and XXXX payments because their customer service representatives told me to continue to make payments of my original mortgage {$1200.00} and it will be placed in holding as " good faith effort. '' On XXXX XXXX, XXXX I received an Intent to Foreclosure letter indicating I have n't made any payments. I have my XXXX XXXX statements that indicate I 've made payments. 
I 'm really disappointed with SLS, their representatives, and their policy and procedures regarding retaining records, collecting payments and not applying them to my loan. They are threatening foreclosure and I 've made payments. They want me to pay {$400.00} more without reason or explanation informing me why.

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 2016-07-30 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: NC

Complaint narrative:
On XXXX/XXXX/2016, I deposited a third-party check into my checking account at Suntrust Bank and received cash back in the amount of {$350.00}. I countersigned the check. Myself and the individual whose name the check was originally made out to signed the check in the presence of a bank teller and also presented valid state-issued identification to the teller. At the time, my checking account balance was {$4.00}. On XXXX/XXXX/2016, I discovered that a 7-day hold had been placed on the check. This meant that I would not have access to the funds until XXXX/XXXX/2016. Had I been informed by the teller of this hold, I would not have deposited the check into my account. In addition to the hold, a maintenance fee of {$7.00}, which I have never paid during the entire time that I owned the account, was charged against my checking account. Because I had a beginning balance of {$4.00} and received cash back in the amount of {$350.00} at deposit of the {$4500.00} check, my account is presently at a negative of {$350.00}. 

Here is a breakdown of the transaction : {$4.00} ( beginning account balance ) - {$7.00} ( maintenance fee ) = $ XXXX $ XXXX ( negative balance following maintenance fee ) + {$350.00} ( cash back at deposit ) = $ XXXX As you can clearly see, I did nothing wrong in depositing a check into my checking account. The purpose of a personal checking account is avoiding fees associated with cashing a check where I do not bank. Suntrust Bank failed me on multiple levels including failure to disclose a maintenance fee. If it were not for the maintenance fee, my account would not have gone into negative status. As a result of the negative account balance, I will now incur a {$36.00} fee from the bank.

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 2016-10-25 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: Credit Karma, LLC
State: LA

Complaint narrative:
Checked credit score, they showed we have a home mortgage since 2012. 
This information is incorrect. We have no home mortgage.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-12 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: AES/PHEAA
State: MD

Complaint narrative:
I Was working and going to school things got tough had to move and end school didnt want to end school but had to due to financially problems did n't have enough money to pay off my loan and still is looking for work until this day.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-28 00:00:00
Product: Student loan — Non-federal student loan
Issue: Getting a loan — Can't qualify for a loan
Company: AES/PHEAA
State: NJ

Complaint narrative:
The loan was opened in XXXX XXXX and defaulted in XXXX XXXX. It was charged off and picked up by a collection agency. XXXX/XXXX/XXXX, I reached an agreement with the collection agency and settled the debt in full. AES was servicing the loan and has failed to update the status of the loan or the balance. I have a written letter from AES stating that the principal balance is now XXXX but XXXX continues to report the loan with a status of " In Collections '' with a current balance of XXXX, and unpaid balance of XXXX and a highest balance of XXXX. I need the loan status to reflect that it was a charge off and the correct balance.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-13 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: MI

Complaint narrative:
I was a student at Indiana XXXX XXXX XXXX until XXXX XXXX. After this, I began paying my monthly payment to XXXX XXXX Loans at XXXX dollars per month. After six months, and XXXX other student loan payments I realized that I needed assistance in repayment. I contacted XXXX to be told that they has sold my loans to AES. 

Upon contacting AES, I registered and agreed to their three month reduces payment program. The program allowed me to make half payments of XXXX dollars for three months. This phone call took place on the XXXX/XXXX/XXXX. The woman on the phone explained to me that my payment due on XXXX/XXXX/XXXX would be included in the program, and if my online statement had not changed, that I would need to call back on XXXX/XXXX/XXXX. 

On XXXX/XXXX/XXXX I check my online AES account and see that I have no due balance. I contacted AES customer service, and was told that my XX/XX/XXXX payment had been covered by a forbearance and that my half payment program would begin on XXXX/XXXX/XXXX. The details of what I was told have been documented by AES, and I have spoken to numerous supervisors about this. 

Believing that I did not have an XX/XX/XXXX payment, I received a letter around XXXX/XXXX/XXXX explaining that my loan was 14 days past due. I immediately called AES and explained the situation. The supervisor first explained to me that he was sorry for my misinformation but that I do in fact owe money. I asked the company if they allow their customers to be misinformed and then held accountable for their own mistake. The supervisor then informed me that he would submit my account for review, and that in 5 days I would no longer be past due. 

Two weeks passed and my account still remained past due. I then called AES again that they informed me that there is no 5 day deadline and I would have to wait, but that they would be turning my information to a collection agency. Afraid, I then had to make a XXXX dollar payment. XXXX for XX/XX/XXXX, and my XXXX for XX/XX/XXXX all at one time. ( Defeats the purpose of saving money through the reduced payment program. ) I have still been trying to contact AES and have yet to receive any answers. I believe that it is horrible that a borrower calls the company to pay any payments to avoid default, is misinformed and then held accountable for the companies mistake. I would like answers.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-04-29 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: OR

Complaint narrative:
Everytime I recertify FedLoan tries to cheat me out of PSLF time and increase my payments while they recalculate, their letters are contradictory, please see attached document letter to them with excerpts. I get my documents in super early, but their game is delay and entrapment.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: LA

Complaint narrative:
I have been making payments to FedLoan Servicing for a full year on the IBR, while enrolled in non-profit forgiveness. I filed my yearly paperwork in XX/XX/XXXX, as I was directed to do. They raised my payment to almost XXXX what I had been paying the previous year. I refiled in XX/XX/XXXX for the new REPAYE plan. A glitch in their website caused my filing to be rejected, so I called immediately and refiled as they directed me to do. That was in XX/XX/XXXX. They directed me that I would need to pay {$5.00} for a temporary forbearance until they processed my paperwork. I did. When I still had not heard anything, I called again. They said that they would have to issue the invoice, that I could not just pay the {$5.00}. I waited until XX/XX/XXXX before they issued this invoice, and it was in the amount of {$4.00}. I paid this, assuming that the customer rep had rounded up the remaining penny. In XX/XX/XXXX I was notified that I was in default, and that I owed XXXX what my adjusted payment should have been, and that it was due in 6 days. I called again, and was told that I had not paid the {$5.00}. I referred to the {$4.00} that I had paid, according to the invoice they issued, and they were at a loss as to why I had been billed a penny short. They assured me they would have it resolved in 7-10 business days, and that I would be getting payment credit for the 8 months of non-payments for my non-profit forgiveness. The time has passed and I am still getting emails about being overdue. I have called monthly, sometimes XXXX times, for 8 months, and still have no resolution. It is ruining my credit score, causing XXXX, and I am at a loss as to what to do. It feels like a scam. I can only assume that I am not the only person being subjected to this mismanagement.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-05-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: NC

Complaint narrative:
I was behind in my mortgage with SunTrust Bank so I filed for a modification on my mortgage, Instead of lowering my payments they have raised it considerably. If I am a day late they make me start over and charge me to do so. my payments use to be in the {$600.00} range and now its in the {$800.00} 's. I feel that they are taking advantage of people that are having a hard time making payments. I am struggling with this payment.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-27 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Need information about my balance/terms
Company: AES/PHEAA
State: NH

Complaint narrative:
I cosigned a college loan of my daughter 's in XX/XX/XXXX. The Lender was XXXX XXXX but it was assigned to National Collegiate for collections. 
My husband and I filed Chapter XXXX in XX/XX/XXXX and the court granted us a discharge in XX/XX/XXXX. When we filled, we were told that no college loans could not be included in a Chapter XXXX bankruptcy. Immediately after the our Chapter XXXX discharge, we filed for Chapter XXXX protection while we worked out a payment plan for IRS back taxes and and this college loan. We completed all Chapter XXXX payments in XX/XX/XXXX and were granted a discharge XX/XX/XXXX. 
The original college loan amount was {$30000.00}. Prior to the Chapter XXXX Bankruptcy we had paid {$9900.00}. The total of payments made to National Collegiate through the trustee were {$7300.00}. In total we have paid XXXX/National XXXX a total of {$17000.00}. 
It was our understanding when National Collegiate accepted the Chapter XXXX payment plan, successful completion of those payments would satisfy the loan. Now they want us to cover a " net charge off amount of {$26000.00} ''. Given this, what if anything do we rightfully and legally owe National Collegiate. 
National Collegiate has told our lawyer we were given until XX/XX/XXXX to respond to their demands, so this matter is of some urgency. Please let us know what rights we have in this case and recommended the next steps. 
Thank you very much for your time and we are so glad you exist. 
Sincerely, XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-26 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
This summer I order my wedding dress, customized. What I received was not even a dress. I disputed with merchant, shipped material back. Merchant refused refund and offered my XXXX % discount on next purchase instead, I refused. I filed complaint with Suntrust on XXXX/XXXX/2015. Suntrust gave temporary credit on XXXX/XXXX/2015. I was advised I would receive correspondence if they needed info and case would close in 60 days and the credit would be authorized if they found on my behalf and if not, I would be notified first. I never heard anything else from Suntrust. I tried several times to check status online but system was down for a long time. Suntrust emails me when anything goes on, so since I received no emails- I figured we were good. 60 days passed ... XX/XX/XXXX. I assumed as I had been told that the credit was no longer " provisional ''. Suntrust waited until 2 days before XXXX to do the reversal, wiping my account clean so I could not buy XXXX dinner- WITH NO NOTICE OR CONTACT. Then I encountered several NSF fees. They claim the reason for the reversal was because the merchant claimed to offer a full refund and I refused. That makes no sense. Had they offered, I would have accepted! They offered only discounts for future purchases. But, Suntrust- instead of contacting me and asking for email correspondence ( which I have still ) or photos of my wedding to prove I did not wear their product ( which I also have ) or proof the full refund was never offered ( again, email chain ) ... Suntrust wiped out my bank account after the 60 day period and raked up NSF charges galore and kept my direct deposit from my payroll check. So, here my family and I will sit on XXXX eating cereal or sandwiches ( because my bank account is in the negative and we could not buy things for a XXXX meal ). I have made several attempts with Suntrust agents to get them to understand that I did not overdraw my account. That I received no correspondence. I have all my emails from Suntrust. The last thing I received from their claims department was the claim form. 
I would highly advise anyone searching for a bank, to not go to Suntrust. After this experience, I will be changing banks asap. They care nothing about their customers. The fact that they waited until two days before XXXX ( past the 60 day time frame ) when I had several pending transactions ( which resulted in NSFs ) to reverse a valid claim ... tells me just how much they DO N'T care.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-01-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: WI

Complaint narrative:
I 'm Writing to you again because I wrote to you about two months ago about SunTrust mortgage I complained about them not refinancing my XXXX mortgages I wanted them to combine my XXXX mortgages and lower my interest and they have not gotten back to me I have been with SunTrust for the past nine years and they have not yet tried to help me out on combine my XXXX mortgages or lowering my interest The lowest possible since I have XXXX mortgages they had told me after XXXX years of being with them I was going to be able to combine both of them together but till this day they have not.They refinanced my XXXX mortgages about a year and a half ago with not the best low interests one is over four and the other four percent interest if you combine them both together it 's over all almost nine percent in interest they told me I was going to be able to refinance after a year so I can lower interest and the last time I talk to them now they said I am not able to do you see they say one thing today and yet another thing the next I am so frustrated and depressed they say my house is not worth what I owe for the same reason I owe too much it 's because my interest is so skyhigh and I ca n't afford to make a bigger payment I can barely pay the minimum so with me just paying the minimum and with the sky high interest they are charging me I still owe the same amount as if when I first financed it they say they can not combine both of the mortgages together I do n't understand why if both mortgages that I 'm paying are going to the same company so there has to be something fishy going on which is them making more money off of me with me paying XXXX sky high interests and they do n't care we 're or how I struggle to get my mortgage money as log as they get their Payment 's there are times that I feel like not making the payments but then I do n't want them to take my home away from me and my family especially after all the money I have invested in for the pass nine years I have paid more then one hundred thousand dollars on it and yet I 'm not even half way on paying it if I 'm going to leave this earth and never had a chance to finish paying it off and they are going to end up with my home and my money and yet they get away with it this needs to stop in not letting them do what ever they want with people like me and my family

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 2017-02-23 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: CarMax, Inc.
State: NC

Complaint narrative:
Identity theft someone used my identity to purchase a car.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: MI

Complaint narrative:
I have been XXXX ( XXXX, Michigan ) for 20+ years as a XXXX. In spite of my dedication to XXXX, I am unable to write off any of my student debt. I neither qualify for the XXXX Program or the XXXX XXXX XXXX XXXX Program. The interest rate on my loans are 6.875 %, and I am unable to get a significant reduction in the interest rate. There are multiple " quirky '' rules that I am up against in getting any relief. I need help!

Company response to consumer: Closed with explanation