vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2018-10-31 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Other features, terms, or problems — Privacy issues
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DE

Complaint narrative:
On XX/XX/18 my Husband called me at XXXX ( EST ) and stated Kohl 's was on the other line and stated that I had a payment due. My husband proceeded to tell me the exact amount that was due and even how the bill was sent to me. My husband stated to Kohl 's that he is the only one that pays the bill and that something must be wrong. That is when a rep from Kohl 's advised of the amount to him and that the statement is emailed to XXXX. I hung up with my husband and immediately called Kohl 's as my privacy was violated. I am the ONLY one on the credit card and he has no right to any kind of information on the account. I called Kohl 's at XXXX ( EST ) on XX/XX/18 to address this issue. I was on the phone for 28 minutes. I spoke with " XXXX '' ( employee # XXXX ) who piddled around answering my question as to who is entitled to have information on MY account. She finally stated only I was able to have information. I asked to speak with a manager. I believe someone by the name of " XXXX '' got on the line and I did not trust he was a manager. Finally someone by the name of " XXXX '' ( employee # XXXX ) got on the line. He stated he was the " site manager ''. I explained by story and that I needed this corrected as my privacy was violated by providing out personal information to someone not even titled on the account. I advised I needed a call back with a resolution to this issue and requested a call back by XX/XX/18. I was reassured that I would have a call back. I even verified my cell phone number as the number of contact. I have yet to hear back from Kohl 's in regards to my violation of privacy and failure to protect my information.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: AZ

Complaint narrative:
Multiple attempts have been made to Fay Servicing to provide an amount to reduce our monthly escrow payment which would reduce our overall monthly mortgage payment. This is a breach of the contract. Additionally, our original contract provided an option to make our monthly payment in two installments which Fay Servicing is not allowing. These deceptive practices by Fay Servicing we believe is an attempt to force us into a foreclosure. 

We want to pay at least half of our monthly escrow amount to reduce our overall payment, if not the full annual amount to further reduce our monthly obligations.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-31 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: MA

Complaint narrative:
The account XXXX XXXX / XXXX XXXX # XXXX owned by XXXX XXXX XXXX ( XXXX ) remains on my credit report despite numerous requests to have it removed over the past year. This account was originally sold to XXXX for collection by XXXX XXXX / XXXX XXXX This account was settled with XXXX after paying them directly six payments totaling {$3400.00}. XXXX has issued directly to the Experian credit agency multiple letters in both XXXX and XXXX requesting that the account be removed from my report. This is in addition to the multiple copies I have provided. Experian has refused to comply with XXXX request. I have now filed an action with both the CFPB and the Massachusetts States Attorney General office requesting assistance in this matter. I have provided a copy of one of these letters.

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 2018-10-31 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: HOME BANCSHARES, INC.
State: FL

Complaint narrative:
I had a commercial mortgage on a property for 5 years which was always in good standing with XXXX XXXX. I recently ( XX/XX/XXXX ) sold the property and paid off the loan at closing. In addition to the property being the collateral for the loan, I also had to put up a " pledge account '' for collateral to XXXX XXXX. This was basically a brokerage account at another bank that the Lender ( XXXX XXXX ) had a collateral agreement over during the term of the loan. 

However, since the loan has been paid off, XXXX XXXX has failed to release the brokerage account held as collateral. On XX/XX/XXXX, 5 days after closing, XXXX XXXX informed me that it might be another 10-15 days before they can write the letter to release the collateral hold. All they have to do is write a letter, yet they feel no sense of urgency to release my account. 

With the loan paid off, they have absolutely no right to maintain the hold, and should immediately release the account.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-31 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: NC

Complaint narrative:
XX/XX/2018 tried to unfreeze my account and site would not recognize nor find any record of my account that I froze about a month ago and want to unfreeze for a month.

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 2018-10-31 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: EQUIFAX, INC.
State: MA

Complaint narrative:
The account XXXX XXXX / XXXX XXXX # XXXX owned by XXXX XXXX XXXX ( XXXX ) remains on my credit report despite numerous requests to have it removed over the past year. This account was originally sold to XXXX for collection by XXXX XXXX / XXXX XXXX This account was settled with XXXX after paying them directly six payments totaling {$3400.00}. XXXX has issued directly to the XXXX  credit agency multiple letters in both XX/XX/XXXX and XX/XX/XXXX requesting that the account be removed from my report. This is in addition to the multiple copies I have provided. XXXX has refused to comply with XXXXs request. I have now filed an action with both the CFPB and the Massachusetts States Attorney General office requesting assistance in this matter. I have provided a copy of one of these letters.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-31 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Paypal Holdings, Inc
State: AL

Complaint narrative:
AS I HAVE DONE SEVERAL TIMES BEFORE I PLACED AN ORDER N XXXX AND BOUGHT ONE BUNDLE OF 26 INCHES OF XXXX XXXX XXXX. THE ORDER TOOK FOREVER TO REACH ME AND WHEN IT DID THE BUNDLE OF HAIR WAS AWFUL. IT WAS DRY AND IT SHED LIKE A DOG. I CONTACTED THE COMPANY AND TOLD THEM ABOUT IT AND THEY ASKED ME FOR MY PAYPAL ACCOUNT. I GAVE THEM THE INFORMATION AND THEY REFUNDED THE MONEY. BUT THE COMPANY WANTED ME TO GIVE THEM 5 STARS AND I REFUSED TO LIE SO I TOLD THE TRUTH ABOUT HOW AWFUL THE HAIR WAS. WELL AS SOON AS THEY SAW THE REVIEW THEY CONTACTED PAYPAL AND LIED AND CLAIMED THAT THEY SENT ME MONEY FOR A PRODUCT THAT THEY DID NOT RECEIVE. THEY BECAME ANGRY ABOUT THE FACT THAT THEY GOT A BAD REVIEW. SO THIS MORNING I GET A EMAIL FROM PAYPAL TALKING ABOUT THEY PUT RESTRICTIONS ON MY ACCOUNT AND TRIED TO DEDUCT THE MONEY BUT IT WAS NOT THERE. WELL IT WAS NOT THERE BECAUSE I DON'T OWE IT. THE NAME OF THE COMPANY WAS XXXX. THEY EVEN GAVE PAYPAL A TOTALLY DIFFERENT COMPANY NAME.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-31 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I have had a Sears Mastercard since XX/XX/XXXX. Back in XX/XX/XXXX or XX/XX/XXXX of this year, I added my boyfriend on my account as an authorized user. Prior to doing so, I called customer service to verify how the process works because I did not want to tie my boyfriend to my address because he does not live there. I was advised the card would be in his name but would be sent with my name on the envelope and because they don't take any other personal information besides the name, it wouldn't affect his credit reports or attach him to my address. Yesterday, I received a pre-approval letter in the mail from XXXX XXXX with my boyfriend 's name on it. I immediately contacted Sears customer service about their privacy policy as it states they do not sell your information and spoke with an account manager.  She told me to prove it was then and hung up on me. I DID NOT AUTHORIZE for Sears to sell my information used to conduct business with Citibank to another credit card company they're not affiliated with. This is a strict violation of their privacy policy. Sears is the ONLY company ever to associate my boyfriend 's name with my address. He has not been added to any other credit card, all the utilities are in my name at my house so there is no other way to tie him to me besides adding him as an authorized user on my card.

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 2018-10-31 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Problem lowering your monthly payments
Company: Navient Solutions, LLC.
State: MA

Complaint narrative:
hello, I have been working with Navient on a lower payment plan. This is now my second time dealing with this same issue which was actually handled by CFPB last year. I spoke with a woman named XXXX at XXXX ( ext : XXXX ) on XX/XX/18 and we discussed numerous financial struggles I am currently facing. They had me set up on a rate reduction plan originally for $ XXXX/month which with debt/income ratio, it was putting me negative every month. At the time, the IRS depleted my bank account, my finance left me, and my co-signer passed away. On top of all of that, my parents went homeless. She was able to set up a lower plan. I have three loans : loan # XXXX, XXXX, XXXX. For # XXXX, we set up a forbearance ( {$50.00} ) until the end of XX/XX/XXXX ( confirmation # XXXX ) and for loan # XXXX & # XXXX, she set up a monthly payment for {$220.00} ( XX/XX/XXXX-XX/XX/XXXX) with a payment of {$78.00} what would be deducted for the month of XXXX XXXX. ( confirmation # XXXX ). This was a plan that I could work with. As of today, I received a phone call stating that said my program was not set up right, there was an error, it was not done right .... and I had no option but to pay another {$100.00} a month. A supervisor ( XXXX ) I believe her name was XXXX or close to that ( we spoke at XXXX ) said that XXXX set up the program wrong and that there was nothing else they could do. She quoted, " oh, XXXX did not set this up right ''. If a company makes a mistake, isn't it on them to try to make the customer comfortable not try and blame the problem on the customer?? Ironically, when asked to speak with XXXX, I was told " she no longer works for this dept ''. I am getting frustrated because every time I set up a rate reduction plan with this company something happens on their end and some how it's on me to come up with the difference. I need help because I can't afford to go negative again or destroy my credit because of ONE more mistake that they made on their end. I just don't understand why I have to pay more for a mistake that way made on their end. I don't feel valued with this company and I feel like they don't respect or care about their customers. Please help me.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-31 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: AMERICAN HONDA FINANCE CORP
State: NY

Complaint narrative:
On XX/XX/XXXX, I traded in my leased XXXX XXXX XXXX for a XXXX XXXX XXXX. Honda of XXXX XXXX agreed to pay off the XX/XX/XXXX lease, waive the lease termination fee because I was leasing another vehicle, and that any wear and tear was within the {$500.00} damage waiver. In approximately XX/XX/XXXX, I began receiving telephone calls from XXXX XXXX XXXX at home and at my place of business, purportedly relating to amounts owing on the XX/XX/XXXX lease. I was provided no documentation of any such purported debt and the burden was placed on me to obtain information of the amounts Honda was seeking to collect. I contacted Honda Financial Services, who placed the burden on me to document that I relinquished the XXXX XXXX on XX/XX/XXXX in connection with leasing a new vehicle. I provided all documentation in my possession regarding the transaction, which shows that I traded in the XXXX XXXX for a new vehicle on XX/XX/XXXX. Nothwithstanding, Honda Financial Services demanded that I obtain the Vehicle Return Receipt from Honda of XXXX XXXX, which provided a document falsely stating that the vehicle was returned on XX/XX/XXXX and identifying the " dealer '' as XXXX XXXX XXXX, an entity I have never dealt with or even heard of. Honda Financial Services refuses to accept my documentation, refuses my requests to document " excess wear and tear '' above the {$500.00} waiver, and in the meantime, I continue to be bombarded by phone calls from XXXX XXXX XXXX.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2018-10-31 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Other personal consumer report
Issue: Improper use of your report — Reporting company used your report improperly
Company: SYNCHRONY FINANCIAL
State: VA

Complaint narrative:
A hard pull of my personal credit information was pulled by Synchrony Financial WITHOUT AUTHORIZATION. I was NOT the personal guarantor. Nor was my SSN provided to them to check my personal credit. This was not permitted by law. File XXXX ( 20.5 KB ) was closed with them claiming they couldn't find the information, but here is the attached letter I received from them for this unauthorized HARD PULL.

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 2018-10-31 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: SYNCHRONY FINANCIAL
State: IN

Complaint narrative:
I am trying to close my XXXX credit account and I am being told it can't be done

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 2018-10-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Last XX/XX/2018 I recieved a text from Bank of America regarding unusual activity in my account. The text stated that if I recognize the transaction reply yes or no. Before I can reply no, a transaction went through. It should not have went through without my response first. If Bank of America is really protecting customers from fraud the transaction shoudld have not went through. Bank of America should wait for mybreply first before any transaction could take place. When i replied that i did not recognize my card was block. Then I called the fraud department and explained what happened but even them agreed that no transaction should went through. The next day when the transaction had posted in my account i disputed it. Today is XX/XX/2018 and there is still no resolution on the case and i still dont have money. They said they will investigate. My question is what is there to investigate when the transaction should not even went through. I think Bank of America is not really commited in protecting their customers.

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 2018-10-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
Due to late payment I have been advised that I do not qualify for automatic payments. Consequently I now have to log in every month to make a payment otherwise incur a fee by doing so over the phone. I can not once online schedule a payment any further than a month out. If, for example I need to reset password, then links sent do not work and I have to make a call to get it resolved. 
SPS is a terrible company. I have only been dealing with them for a few months since transfer, not at my request or wish from XXXX XXXX, to them. 
It seems to me their priority is to make life difficult for borrowers and encourage practices that make it difficult, not easy, to make payment and therefore instigate late fees, penalties etc. 
As a consumer I think it is a disgrace that mortgages can be transferred without notice and create hassle for the borrower. This should be a seemless process. I am very angry and frustrated that companies behave this way and the fact that the government does not have the will to alter their behaviour.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-31 00:00:00
Product: Debt collection — Medical debt
Issue: Communication tactics — Used obscene, profane, or other abusive language
Company: AIH Receivables Management Inc.
State: KS

Complaint narrative:
Below is my best recollection - - - not sure exactly how many calls but this is the idea. 
The company is AIH Receivables , Inc. - they were calling me to collect payment for an account with XXXX XXXX XXXX XXXX XXXX. 

First call - in XX/XX/2018 - They called and were very nice. I told them that I was not aware of this bill and to please give me a chance to find out more. They said yes and theat they would call me back in a week or so. 
Second Call - yes this is my bill and I can pay {$25.00} per month. They said that they needed at least {$100.00}. I told them that I could not pay that amount but give me a few days to check and see what I could do. 
Third Call - early XX/XX/2018 - I explained that the best I could do was {$25.00} per month for now and that hopefully after the first of the year I could increase the amount. The lady - same lady on all three calls - became hostile and started asking random questions - did I own my home, how many people lived in my home and other things that I do not remember and other questions that I did not understand to be relevant to this conversation. I asked her to wait, hold up, please stop for a minute so that we could talk, so that I could understand where she was going with these questions, but she would not! She kept talking, questioning me, the tone was hostile, she became loud and the questions kept coming. It was like she was mad at me! I had to hang up because she would not stop! 
Fourth call - late XX/XX/2018 - another woman called - and the overall conversation was that I was not doing XXXX XXXX XXXX any favors by giving them {$25.00} a month and that I owed them the full amount now! It was a different amount from the amount that the first lady gave me and she would not explain to me why the amounts differed. She asked who was XXXX XXXX. ( his name was on the account as it is his medical bill and he is XXXX by the way )? I told her that he was my son ( I am his legal guardian and biologically his great aunt ). She said then they needed his father 's name so that they could GO AFTER him for the payment! She also asked if I worked for XXXX XXXX I told her that company closed several years ago, I did use to own that company and why do you need that information? She would not tell me why, she just kept asking questions. I told her that I was not going to answer any questions not relative to this bill and she said that was OK because they would be getting their money from me by any means possible. I told her that I could at least be making some payments, putting some money on the account. They said that was not what they needed. They needed the full amount paid to them now!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-31 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: IL

Complaint narrative:
Experian, indicated there was a reinvestigation which signals an initial investigation was done. Results from that investigation were neither logged, rendered, nor provided to Mr. XXXX, in 30 days and or til date, despite Mr. XXXX repeated requests. Second, Mr. XXXX requested Experian to provide the method of accuracy & verification used by Experian pursuant to FCRA 611et.seq. and or 611 ( 5 ) ( A ) ; and Experian remains non-compliance till date. Third, Mr. XXXX requested Experian to provide a court order judgment showing that named Creditors listed was the injured party and or an order of this allege debts with a judicial signature with circuit/district 's stamped seal regarding account # s listed for Creditors. Thus proving its legal accuracy & verification of this allege debt belonging to Mr. XXXX Hence, Experian again went silent.

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