vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2021-03-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: GA

Complaint narrative:
As a hardworking, US veteran, I take great pride in being an American homeowner, and I also take paying my mortgage in a timely manner seriously. My financial hardship began in XXXX of XXXX, when I was laid off from my job at XXXX. Although I was able to find employment at XXXX XXXX XXXX, the salary and hours were greatly reduced. In XXXX of XXXX, I was able to find employment at XXXX XXXX XXXX XXXX as an XXXX XXXXt, again low salary range but great potential for advancement. I was starting to get on my feet financially when COVID-19 hit America early in XXXX. I worked on the frontline during the height of the COVID-19 pandemic. In the Fall of XXXX, schools began closing and my XXXX XXXX job was furloughed indefinitely. I've made numerous attempts to reconcile my mortgage, but have not been able to do so ; I applied for mortgage forbearance, but was declined by my lender. In the month of XX/XX/XXXX, I was hired full time at XXXX, and my salary has increased significantly from my previous salary working for XXXX XXXX XXXX XXXX. Now that I'm in a better position financially, I know that I will be able to make regular monthly mortgage payments. 
I have served my country with honor, and I believe I deserve COVID-19 mortgage assistance with SPS. I would greatly appreciate an opportunity to work with you to put my mortgage in good standing. 
Hardship Milestones : XX/XX/XXXX Laid off from XXXX after XXXX years of dedicated service ( XXXX XXXX ) XX/XX/XXXX Started at XXXX XXXX XXXX at greatly reduced salary and weekly hours ( XXXX  XXXX ) XX/XX/XXXX Began working for XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ) XX/XX/XXXX Began working with XXXX XXXX XXXX XXXX I have paid my mortgage at XXXX XXXX XXXX XXXX XXXX XXXX Loan # XXXX ) on time for XXXX XXXX, XXXX XXXX, XX/XX/XXXX, XXXX XXXX and XX/XX/XXXX. I have submitted loan remodification applications and forebearance plans applications to my mortgage company since XXXX when I got laid off. However, I am turned down each time. Last month, XX/XX/XXXX I was turned down again. Even though I was on the front lines during COVID-19 and I now have a job that pays enough for me to make my mortgage payments, they turned me down without listing a reason. This is unfair and unethical. All I'm asking for is a chance to save my home that I have owned for XXXX years. I appreciate any help that you can provide.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 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: MECHANICS BANK
State: CA

Complaint narrative:
I have had a HELOC with 3 consecutive banks, it keeps changing hands. The first didn't charge a yearly fee. The second did and took it out of my saving account. The third not only didn't take it out of my savings, they didn't notify me it was due. I went into the bank for something else, found out, and paid the fee and late fees. They neglected to tell me there was {$0.00} cent in interest, shouldn't have been. Then, without telling me, they assessed 3 late fees on the XXXX cents. I has destroyed my credit. It was over XXXX it is now mid XXXX 's. It was over a month ago that I first notified them. No progress yet and the report now shows and additional month late. This is completely their doing, had I been informed of the XXXX cents I certainly would have paid it. I paid other fees they should not have charged me.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
I was shocked when reviewing my credit report and found a late payment on the date below : 30 days late as of XX/XX/2021 I am not sure how this happened. I believe I made my payments to you when I received my statements. My only thought is that my statement did not get to me.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 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 — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
I'M LOOKING FOR SOME HELP BECAUSE THE CREDIT BUREAUS HAVE BEEN IGNORING MY REQUESTS DEALING WITH ACCOUNTS REPORTED ON MY CREDIT FILE.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 00:00:00
Product: Debt collection — Credit card debt
Issue: Took or threatened to take negative or legal action — Sued you without properly notifying you of lawsuit
Company: ENCORE CAPITAL GROUP INC.
State: CA

Complaint narrative:
THIS IS NOT A CONTINUATION OF THE OLD COMPLAINT THIS IS A NEW COMPLAINT! 

I received a formal letter response on XX/XX/XXXX after I filed my initial complaint with the CFPB on XX/XX/XXXX. In this response I was told, and I quote, Please call XXXX XXXX at XXXX XXXX XXXX XXXX ext. XXXX to assist you in reaching a resolution of your account balance. 

For 2 days I called aggressively, morning, afternoon, evening and night where I was bounced around, left voicemails and begged to reach someone to resolve this debt. The original complaint was filed because of poor communication and a refusal to give me the means or connect me with the right people to resolve my debt. 

Here we are 3 months dating back to my original attempt to contact your guys into me trying to resolve this debt and I still cant get a hold of one person who can help me resolve this debt, yet weekly you guys report my debt to all credit bureaus. Midland Credit Management has also started adding XXXX at a time on the report. I spoke with XXXX XXXX, a manager at your company who said that throughout your entire company there is only ONE person who can help me resolve this debt, she suggested there nay be 2 but she wasnt sure. She also states there is no timetable she can give in regards to me ever being able to reach who I assume is Kelli.This same sentiment was repeated by your employee XXXX XXXX. 

The response to CFPB simply feels like a cover up. I have cried to your employees as your refusal to connect me with people to help me settle this debt is starting to feel like Im being bullied. I am trying to close this chapter of my life so my daughter and I can free ourselves from a debt that was created by her XXXX XXXX father. 

Your original response letter stated In keeping with our Consumer-First policy, and to provide the highest level of consumer satisfaction how is this authentic when you are telling me only one person in the country can help me resolve a debt, and provide no timetable or best time or way to connect with her? 

To make it clear if XXXX XXXX is the only person in this special department you are saying a that can resolve my debt I ask that she reach me immediately, if she cant I ask that you free me! I am a single mother and I have given so much time and energy to this company to do the right thing. Please show some professionalism and compassion, this is not right! You are not just effecting me you are effecting my XXXX year old who wants a home! I need this resolved to finally give my baby some stability! Please, please do the right thing call me and help me get this resolved or just close the debt.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 00:00:00
Product: Debt collection — Auto debt
Issue: Attempts to collect debt not owed — Debt was already discharged in bankruptcy and is no longer owed
Company: Santander Consumer USA Holdings Inc.
State: FL

Complaint narrative:
XX/XX/XXXX - I received a phone call from a lady stating that they were trying to serve me court documents. I asked for what? She said some company filed a judgment against me but couldn't provide any information. She gave me a claim number and a phone number. I called and spoke to someone named XXXX. She stated Santander filed a judgement against me. I explained to her that can't be true because the debt is really old, from XXXX. Also, it was sold to another company and discharged in a bankruptcy. She stated for to review my bankruptcy discharge and give her call back. I did, she then stated, I have to take the items to court, I can't send her anything. However, she did say I can pay her restitution. Which is strange, I've never heard of that involving a debt. She stated that Santander tried contacting me to no avail. I said that's a BLATANT lie. I asked for her to explain how she can collect on a debt that was discharged. She transferred me to someone else, I don't remember his name. Very rude. He lied and said the debt is still showing that I owe Santander. I explained, I check my credit regularly and that's not true. He stated because the debt was removed in XXXX but I still owe. I couldn't get him to explain how the debt was sold to XXXX XXXX and then discharged, now being sold again to XXXX XXXX XXXX. He couldn't answer and stated he doesn't know what else to tell me. I disconnected the call. I googled and found that this company is notorious for predatory practices. I called back again and the same guy answered. I asked gor the company 's name and address. He asked who I was and I told him, he gave me the name but refused to give me an address. He proceeded to tell me that he can no longer review my file and that he transferred it over and he hung up. These people have my personal information and are trying to use scare tactics to force me into paying a debt that I don't owe. The phone XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Diversified Adjustment Service, Inc.
State: CA

Complaint narrative:
I have already disputed this account multiple times, no validation of debt and no response from credit bureaus and or collection agency!

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 00:00:00
Product: Payday loan, title loan, or personal loan — Payday loan
Issue: Improper use of your report — Reporting company used your report improperly
Company: Tower Loan of Mississippi, Inc.
State: AL

Complaint narrative:
I spoke with XXXX XXXX the week of XX/XX/2021, I was behind on my payments. I explained to XXXX XXXX I had just loss my mom and I would pay the following week, I did not because I forgot, yet in grieving process. I have gotten behind at times before due to coronavirus work issues but never not paid. I returned home XX/XX/2021 and the man up XXXX XXXX from me gave me my mail. There was a unprofessional message written on one of my statements from Tower Loan for the world to see, which violates my privacy. I called down to their office and XXXX XXXX answered, I confronted him about this and he informed me, he wrote the message and he was within companys regulation to collecting a debt.

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 2021-03-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY

Complaint narrative:
I tried to open a checking account at hsbc bank in XXXX on XXXX XXXX in XXXX XXXX and they would not open a account for me I do not no why

Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I utilized the atm to make a deposit of both cash and checks on XXXX XXXX. The atm jammed and did not credit my deposit. I went into the branch and one of the representatives took my claim and phoned it in why I stood by. Being that no deposit slip was required I did not have a detailed list of my checks that I deposited but I did know about how much the majority of the checks and cash came to ( XXXX ). {$350.00} was a cash a deposit which I was most concerned about because how do you prove how much cash you put in the atm. I didn't understand why one of the representatives wouldn't go out to the atm and collect the jammed deposit. The representative told me that XXXX would have to come do that. I followed up on the claim that evening or the next day and was told it would be 10 business days to " investigate '' the claim. Several days later a temporary deposit was placed in my daughter 's checking account and not my savings account as directed by me. On XX/XX/XXXX I received an email that there was a correspondence in my chase app. When I found the letter it again was in my daughter 's account dated XX/XX/XXXX where I was notified that they were reducing my deposit by {$840.00}. There was no explanation as to why. When I called in a representative said they would ask but refused to call me back. She stated, " we are not allowed to call customers. '' I am beyond dumbfounded at how I have been treated throughout this whole process. Not one time has Chase bank ever called me or " investigated '' my claim. An investigation would have involved actually talking to me and not sending me generic emails. I requested from Chase all of the notes and what items were accepted as deposit and I am still waiting for their response. Any assistance you can provide will be greatly appreciated.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2021-03-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: IL

Complaint narrative:
I cant get a mailed response from this credit agency after sending several complaints. I call and sometimes get through after holding 1hr 10 min, get disconnected and other times be told I have to mail in my complaint or use their website and get error messages of all sorts. Furthermore, I feel these kinds of issues is to discourage me from enacting my rights under federal law.

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 2021-03-16 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: EQUIFAX, INC.
State: CA

Complaint narrative:
I have several items on my reports that are past stats and needs to be remove. I have disputed these twice already and nothing has been done. The law is 7 years and they are way over 7 years old and need to be remove. I didnt realize it would be such a fight to have this done can you tell why that is? Now a days it just a hit of the button so why is this so hard to do? If this is not taken care of soon I will contact a lawyer and sue,

Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: NAVY FEDERAL CREDIT UNION
State: CO

Complaint narrative:
Hello, I made a purchase from XXXX XXXX XXXX late 2020. I paid {$4500.00} for 3 pieces of equipment, that were never delivered or offered a reason as to why they weren't delivered. 

I purchased this equipment via using Navy Federal Credit Card to purchase cryptocurrency to send to this vendor. 

I filed fraudulent charges with Navy Federal Credit Union explaining what happened. 
I have already filed multiple police reports and a report with CFPB ( Complaint # XXXX ) in regards to XXXX XXXX XXXX XXXX. 

Navy Federal Credit Union determined that I am at fault since the exchange completed the transaction but the vendor did not fulfill his/her order. The vendor will not honor the purchase, return emails or anything. Yet Navy Federal REFUSES to acknowledge that this vendor is a scammer and continues to say that I now need to pay for it, even if this vendor committed vendor fraud.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 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: CREDIT ACCEPTANCE CORPORATION
State: PA

Complaint narrative:
The car was totaled 2 years ago and my insurance paid for the car. They then tried to sell the debt to a collection company. I finally got the account closed and removed from my credit report and worked hard to build my credit back and they have now put it on bureaus again, without telling me anything. Now they are harassing me with collections threatening to hold this against me. The account shows the age but they make it look as if it is an open account and that I am just late paying, it is fraudulent and the account needs to be closed.

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 2021-03-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: United Shore Financial Services, LLC
State: CO

Complaint narrative:
Had a mortgage with UMM ( United Wholesale Mortgage ). 
This loan was paid in fill on XX/XX/XXXX I was due for an Escrow refund of {$3700.00} that I have not received. This is beyond legal time allowed for refund. I have called several times to find out where my refund is. I was told the check was cut XX/XX/XXXX and mailed XX/XX/XXXX. 
I called again about a week or so ago and said they should stop payment and reissue a check. I called again today XXXX XX/XX/XXXX XXXX and no check has been reissued as of today. 
I asked to speak to a manager and supervisor and both times I was told that I would receive a call back. I have not received any callback.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-03-16 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: CA

Complaint narrative:
I attempted to obtain my credit report through the Experian website on XX/XX/XXXX, only to be repeatedly told that my report could not be found and that I needed to confirm the accuracy of my address. This seemed odd, as I was entering the correct information - the address I was inputting was literally on a credit report that Experian sent me less than two months prior. 

After struggling with the website and having no luck, I called Experian, and literally spent more than five hours trying to resolve the problem, constantly be shuttled in between the customer service and membership departments and being left on hold for eons. At least four different times, I was placed on hold to be transferred to someone, and then the line cut out. 

Of the course of talking to 10+ different people, I was alternately told that 1 ) everything looked fine and that there was just a problem with the website 2 ) that I had incorrectly answered security questions ( not true ) and that no changes could be made to my account for 72 hours and 3 ) that somehow my credit report no longer had any active addresses. With the latter option, this was apparently the result of me previously asking them to deactivate an incorrect variant of my correct address. Somewhat at Experian deactivated both the wrong variant of my address and the correct address, leaving me with no valid address in their system. 

Attempting to rectify this, I was told that I could go to experian.com/upload to submit documentation proving my identity and address, but that didn't work - I was repeatedly told " We're sorry. We were unable to honor your request. '' Apparently my only option is to literally mail in documentation proving my address and identity, despite the fact that the original error was committed by Experian. Even worse, I'm currently living abroad, which means that this will take weeks to resolve. I just want my credit report and Experian is making it impossible, and even worse they're making no effort to rectify their own errors, putting it back on me to clean up the mess that they made. 

This is an awful company, with horrendous customer service.

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 2021-03-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I have continual complaint of excess interest charges by citizens one bank and my auto loan. That was issue this recent complaint and Ive complained to the bank more than once. NOW Im trying to jusy pay off the loan and they wont let me pay it off ... proof they continue to bilk me for interest. 
XXXX XXXX AGAIN handling my complaint same as last year you will get reply from her according to her BUT she had just called me and hung up in my face.. RUDE NASTY and never addressed any actual issue or the fact they KNOW I want to pay off the loan I dont want to do buisines with this corrupt bank. XXXX hung up in my face they have the recording too she said she was fgoing to give me the pay off amount and NEVER did. she said she was going to correct the now additional interest due to their own negligence and obviously that was never done either.. This bank is not allowing me to PAY OFF THE LOAN. Ive informed them since the XXXX XX/XX/2021 I dont want to do business with this XXXX bank and I cant get anyone on any phone or website contact there is NO customer service now they are telling me conflicting information.. they said I could pay with a credit card and transfered me then im on hold still XXXX at night prior saying he couldnt take credit card payment???? XXXX cut me off so I couldnt pay off the loan now anyone I happen to get on phone is unable to take payment??? intersst continues to accrue and I cant pay off the loan because they wont let me!! its one thing after another with this XXXX bank. no one has addressed any of my concerns either this XXXX keeps making same lame excuses that are not accurate at all as I informed original complaint.. NOW they are not letting me pay off the loan!!

Company response to consumer: Closed with explanation