vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-10-13 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: Flagstar Bank, National Association
State: CA

Complaint narrative:
New York Community Bank ( NYCB ) " cancelled '' our refinance because they would not consider my husband 's source of income, XXXX XXXX XXXX, as a bona fide source of income. 

This is very confusing and difficult for me to understand ; as well as very confusing to my husband. How can his VA benefits not be a bona fide source of income and not be considered? This strikes me as some form of discrimination since my husband is a veteran and his only sources of income are that which the VA provides. 

We are reaching out to the Consumer Financial Protection Bureau ( CFPB ) because we are having a difficult time, wrapping our brain around what NYCB is doing, which is non-sensicall. We explained the following to the CFPB : Our current loan ( mentioned above ) which we are seeking to refinance from NYCB recently adjusted to a Fixed rate of 4.0 %, to include P & I, for a monthly mortgage payment of {$2200.00} approximately. 

We were seeking to refinance to a 20 year loan ( we have only 20 years left on our current loan and did not want to extend the term ) at 3.25 % for a monthly mortgage payment of {$2000.00}. 

In the close to eleven ( 11 ) years that we have carried XXXX ( XXXX ) loans with you, we have never been late on the loan, we have always paid extra to principal, we have maintained exemplary XXXX scores ; in other words, we have had a PERFECT relationship with NYCB and have met our financial obligations for over a decade. 

Now that we need to refinance because the cost of the mortgage as well as the interest rate has increased considerably, you, NYCB indicated that, 1 ) the appraisal came in low, which we agree it did since our home should have appraised close to $ XXXX to $ XXXX, rather than the $ XXXX. However, even if the appraisal is flawed, even at the $ XXXX, we are seeking only 80 % Loan to Value, which NYCB should be able to accommodate, and 2 ) NYCB is " throwing out '' close to XXXX/month in VA Benefits which serve to pay our mortgage, car payment, meals, utilities, etcetera. Why in the world this is not " income '' which you can consider is beyond us. 

Keep in mind that we also paid off considerable amount of debt as requested by NYCB in order to consider our refinance. Even after we paid off the debt which NYCB asked us to pay off, we still received an unsatisfactory decision. 

In a nutshell, we are going to convey to the CFPB that : NYCB concluded that we can manage paying $ XXXX at 4.0 % interest rate, but somehow, we can not manage paying $ XXXX at 3.25 %. In an alternate world, this would make sense.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-28 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: Santander Consumer USA Holdings Inc.
State: TX

Complaint narrative:
Santander Consumer USA failed to properly notify me of the date and place of the sale of my repossessed vehicle or prove me a opportunity to purchase my vehicle back .Upon receipt of the notice of intent to sale Santander simply stated my vehicle will be sold before a specific date. When I contacted santander I was told I did n't have the right to personally appear at the auction and they are not required to tell me the date and place of the auction. I have communicated with Santander and have been told the repossession was legal and I had no right to purchase my car back outside of a direct transaction with Santander. I told them that my state requires them to notify me of the date and place of the auction in writing so that I can purchase my vehicle back. I was told to sue them. Attached was the only letters I received from Santander Consumer

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-17 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: Santander Consumer USA Holdings Inc.
State: TX

Complaint narrative:
I have a car loan XXXX account # XXXX XXXX through Chrysler Capital. I 've noticed that every time I give a payment, they charge me a fee of {$2.00}. When I first financed my loan I was not given any information to me paying extra fees to pay my already financed vehicle. I 've taken the liberty to copy/paste the disclaimer I have to accept to if I want to make a payment online. 
" Chrysler Capital uses another company, XXXX, to provide money transfer payment services for its customers. If you choose to make a one-time payment using XXXX, you will be sent to a XXXX secure website. Chrysler Capital and XXXX will share your information to complete the transaction and process your payment. XXXX will charge you a money transfer fee in the amount of {$2.00}. XXXX is not involved in the collection of your account. A single payment may not be greater than {$2000.00}, plus the XXXX transfer fee. You may make multiple payments if necessary ''.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-29 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: Santander Consumer USA Holdings Inc.
State: MI

Complaint narrative:
I have auto loan with XXXX XXXX. When opened I set auto payment, and in XXXX of XXXX I called inquiring what is needed to change my bank account for future withdrawals. They emailed me form, I filled in and faxed. Next month payment was not withdrawn, I called end of XXXX, and they claimed never received fax. I made payment over phone and set up net payment for XXXX same way in case auto payment would n't work ( was told at that time I can not set up auto payment for next 6 months because XXXX payment was missed which came to be incorrect ). Went on their web site and set it, and they withdraw twice on XXXX XXXX. Called on XXXX at XXXX XXXX, spoke with XXXX who told me they need me to fax my bank statement showing withdrawals. I faxed it on XXXX, than called on XXXX at XXXX XXXX and spoke with XXXX who confirmed they received it and that refund will be done by XXXX. Nothing happened so I called on XXXX at XXXX ( putting all times and dates so they can verify on tapes is this true statements ) and spoke with XXXX whose response was that they never received fax!!! When I confronted him with conversation with XXXX on XXXX he put me on XXXX minute hold and then they miraculously found my fax! At that time they said they need to put another request into system and it will take up to a week to receive. Since this was XXXX day since my money is sitting with them I asked to speak with someone higher, and at XXXX I was talking with XXXX XXXX who was " understanding '' but could not commit to expediting anything and passed me on to XXXX at XXXX. After me repeating all incompetence on their side, she became defensive and now claimed that my faxed bank statement is invalid, because I have XXXX all other charges on my account ( do not feel it is any of their business knowing what I am paying besides their loan ). They claim they have no way of finding proof on their end of charging me twice, which I find unbelievable. 
All of this is putting additional burden on my finances, and I will probably not have enough money to cover all my bills next month, due to Chrysler financial holding my {$530.00} for close to a month now. 
Asking for help

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-23 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: Synovus Bank
State: GA

Complaint narrative:
I filed for Chapter XXXX Bankruptcy on XXXX XXXX, XXXX. All accounts included in that bankruptcy and the public record were removed from my credit reports except for Columbus Bank and Trust ( CB & T ) on my XXXX report. On my XXXX XXXX, XXXX XXXX report this account reported correctly that it was " Discharged through Bankruptcy Chapter XXXX '', " This account is scheduled to continue on record until XXXX XXXX '', and " Debt included in Chapter XXXX Bankruptcy on XXXX XXXX, XXXX ''. The data on subsequent reports on XXXX XXXX, XXXX ; XXXX XXXX, XXXX ; and XXXX XXXX, XXXX each erroneously updated this account. XXXX XXXX, XXXX report changed to " Debt included in Chapter XXXX Bankruptcy on XXXX XXXX, XXXX '' and " This account is continue on record until XXXX XXXX ''. The XXXX XXXX, XXXX report indicated " Account Charged Off. $ $ $ $ $ $ written off ''. I disputed the item with XXXX, who instead of removing the account now has updated it to " Discharged through Bankruptcy Chapter XXXX Never late. '' and " This account is scheduled to continue on record until XXXX XXXX. '' I proceeded to dispute this again via certified mail, but XXXX still did not remove the account. I can only assume that CB & T is saying their information is correct when it is not. CB & T needs to have XXXX remove this account from my report immediately.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-23 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Fay Servicing, LLC
State: FL

Complaint narrative:
My Mortgage was sold to fay services from XXXX bankThey have had it messed up from day one first the did not have my escrow payment info said they did not get it from XXXXthen they said my payment was late in the amount of XXXX dollars not XXXX and i owed XXXX of those payment ( wrong again ) I sent them XXXX payment for correct amount girl gave me but she says she can not post until escrow is straighten out that she admitted they have XXXX upThis is going on two weeks now and i am not getting phone calls returned have requested a Supervisor to call me but no action on there partI am in the middle of a refi with another property and am going to lose my refi if i do not show my payment paid in full they refuse to do this return calls because you always get a recording when you do get thru every one is to busy to talk to youI have never dealt with a company this bad in my life0 cutomer serviceMy Credit is getting ding aswellPlease help mealso sending this to my congressman

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-29 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: Santander Consumer USA Holdings Inc.
State: CT

Complaint narrative:
XX/XX/XXXX my brother and I purchased a car which we financed through XXXX XXXX. The loan is in both our names and reports on both of our credit reports. Sometime between XX/XX/XXXX and XX/XX/XXXX, we were the victims of identity theft and embezzlement which resulted in our sustaining a major financial loss but also some of our bills not being paid as a result of the person embezzling our funds was not paying our bills. It came to our attention that in order to succeed in this scheme to defraud, the person in question caused to be faxed and or mailed various documents to creditors such as Chrysler Financial which was supposed to give them permission to speak with this person and to make any changes on our account. Chrysler without any care or due diligence accepted letters from this person as well as telephone calls where he said he was us and further made changes to the account resulting in not only the account not being paid but in my brother and me not being notified about any delinquency on the account. This went on for a long time and it was only because we were notified by a family friend at Chrysler that the car was on the verge of being repossessed that we were able to take immediate steps to save the situation. We have registered complaints with the executive office of Chrysler to no avail. We have been able to catch up on the payments and by XX/XX/XXXX will have finally caught up. Given the circumstances, we have petitioned Chrysler on numerous occasions to adjust, amend or otherwise roll back the negative information being reported by them on our credit reports. It is axiomatic to say that had Chrysler not breached our privacy by allowing unchallenged information and records to be changed we would have been alerted to the fact that our account was behind. I view Chrysler complicit in this matter and liable to us for their negligence. Their reporting has ruined our credit and it is worth noting that each and every other creditor similarly positioned went back and adjusted their credit reporting as a courtesy for their failure to engage in due diligence and what has happened to us. A review of our credit will indicate that some of our bills were not paid during this period but most were. We have previously supplied information to the Chrysler Financial executive office however they have ignored us to date.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-12 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: Santander Consumer USA Holdings Inc.
State: CA

Complaint narrative:
My high interest auto loan has not decreased in principal according to amortization schedule. Lender has continuously placed 93 % of payments made between XX/XX/XXXX to present to interest. Auto was repossessed in XX/XX/XXXX, after I was behind 3 months. I recovered the car, and applied for a TRIPP ( temporary reduction in principal payment ). I was told I qualified, and awaited for a call from the lender. After the lender did not contact me, I reached out and was told the TRIPP was never processed, but I was no longer eligible for it. I have repeatedly tried working with the lender to lower the payment, but have been told the Lender does not refinance its loans, and there are no other options. In addition, I was not offered an option to buy a two-day sales cancellation option by the dealership when the car was purchased, and instead was told California does not offer a cooling period, and asked to sign on the contract that they 'd explained it to me. This auto loan is impacting me financially to where I can not meet other obligations, and my only options are to allow the lender to repossess the car, or declare bankruptcy.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-05-14 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Account status
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I called XXXX XXXX in XX/XX/XXXX to discuss that my hours were reduced and I needed some assistance to help me reduce the amount of the payment required each month. I was told that I had to default XXXX month before I could receive any help with their financial program. I refused to be late on my payments and decided to pay what was required each month. I called XXXX in XXXX to ask why I had no credit available when I did and I was told by a representative that I called in and requested to close my account. This was not true. I never asked that my account be closed because I knew that this would reflect negatively on my credit report. I asked them to investigate who reported this information to the credit bureau and I was not able to get an answer. I also requested the tape be reviewed that records the calls when a call is made to speak to a customer representative that is suppose to be taped for quality purposes. I got no response from them. I sent a letter disputing that I closed the account. I never received a response from them. The resolution im looking for is for XXXX to admit that falsely reported to the credit bureaus that I requested to close the account when I did not. Admit that they closed the account on their behalf for no apparent reason. I tried to do the right thing by contacting my creditor to let them know I was experiencing some financial hardship seeking some kind of remedy to help my to stay on track and my obligation to pay my debt as agreed. Instead, they lied an reported erroneous information to the credit bureaus destroying my credit rating.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-26 00:00:00
Product: Debt collection — Auto
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Santander Consumer USA Holdings Inc.
State: MD

Complaint narrative:
I have sent several requests to Santander per the Fair Debt Collection Practices Act, 15 U.S. Code 1681, Fair Credit Reporting Act section 623 ( a ) ( 1b ) and section 623 ( b2 ) requesting the show me the documents required by law that they have to hold me responsible to this debt. 

At this time I am submitting this as so that the FTC will have on record that I have attempted on numerous occasions to have this company obey the law and they have refused to produce the documents they are required to have on file to continue to report this derogatory information. I have been given no original contract bearing my signature or documentation of any kind. 

It was advised that I try to have this issue resolved though the mediation of the CFPB before I filed suit in state court seeking remuneration for several things including but not limited to : Violation of the FCRA, Violation of the FDCPA, Defamation of character and Identity Theft as they have opened this account without my knowledge or consent. I have lost opportunities due to this illegally reported information remaining on my credit profiles.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-09 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: AES/PHEAA
State: FL

Complaint narrative:
I TOOK A LOAN IN XX/XX/XXXX TO ATTEND COLLEGE AT XXXX XXXX UNIVERSITY. I GRADUATED FROM ANOTHER COLLEGE IN XX/XX/XXXX. 
AT THAT TIME NATIONAL COLLEGIATE LOAN TRUST WAS UNDER A DIFFERENT NAME. I COULD NOT PAY BACK THE LOAN BECAUSE WHAT THEY WERE ASKING FOR PER MONTH WAS SOMETHING I CAN NOT AFFORD DUE TO MY INCOME. THEY WERE NOT WILLING TO WORK WITH ME. IN XX/XX/XXXX, I RECEIVED A LETTER FROM A DEBT COLLECTOR FROM A LAW FIRM THAT I WAS ORDERED TO PAY OVER {$28000.00}. MY MOTHER, XXXX XXXX, WAS ALSO COSIGNER. I SETTLED WITH THEM TO PAY XXXX A MONTH UNTIL PAID OFF. I MADE 12 PAYMENTS OF XXXX ON TIME UNTIL XXXX XXXX. I LOST MY JOB, AND MY MOM COULD NOT PAY THE LAW FIRM BECAUSE SHE NEEDED TO HELP ME. IN XXXX XXXX, I RECEIVED A LETTER OF DEFAULT OF LOAN. I RECEIVED A NEXT LETTER THAT THEY NEEDED PROOF OF WAGES AND ASSETS FROM ME AND MY MOM, AND DUE WITHIN 45 DAYS. IT HAS ONLY BEEN A FEW MONTHS SINCE WE HAVE NOT BEEN PAID THEM. I HAVE SINCE FOUND A JOB IN XXXX, AND WE WERE GOING TO START PAYING THEM AGAIN. BUT NOW THEY HAVE GONE TOO FAR TO TRY TO COME AFTER OUR WAGES AND ASSETS. I AM A SINGLE MOTHER WITH XXXX CHILD, AND MY MOM IS ABOUT TO RETIRE -- I WILL NOT ALLOW THEM TO TAKE AWAY WHAT WE HAVE WORKED HARD TO EARN OVER A FEW PAYMENTS THAT HAVE BEEN MISSED. I HAVE ALSO PETITIONED TO FILE FOR CHAPTER XXXX BANKRUPTCY, BUT THIS DOES N'T TAKE CARE OF MY PRIVATE LOAN.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-24 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Fay Servicing, LLC
State: CA

Complaint narrative:
Regarding Fay Servicing LLC. With our XXXX payment, we included an additional {$1100.00} to increase the balance in our tax escrow account. It was noted as an additional payment on the remittance coupon. Fay did not credit to the Escrow account, rather, applied it as a " Principal Reduction '' payment. On XX/XX/XXXX, I contacted Fay regarding their error. I was promised that it would be corrected. Despite an additional phone call during the week of XX/XX/XXXX, the error remains uncorrected.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-08 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Fay Servicing, LLC
State: FL

Complaint narrative:
My loan that was initiated with XXXX XXXX XXXX on XXXX/XXXX/XXXX, and was serviced by XXXX. Due to family hardship, at the end of XXXX I fell behind on my payments for few months. After applying for a modification plan and being finally approved for a modification with specific trial amounts, my loan was sold few days later and transferred in XXXX XXXX by XXXX to a new servicer /Fay Servicing LLC . Right away, I made contact with Fay Servicing to start making those payments. Fay Servicing asked me to re-apply and re-submit all the documentation in order for my loan to be considered for a possible modification by the new owner -XXXX . The old modification approval from XXXX was void. However, they agreed to take payments from me every month from the moment my loan was transferred to them, while my file was reviewed for a possible modification plan.The review was extensive. They kept asking for documentation that I previously sent or new documentation, denied me for missing documents that I already provided but got lost and asked me to reapply again ... The way Fay Servicing has been applying my payments and extra payments to XXXX loan and escrow was very ambiguous and hard for me to understand on my statements. When I reached out to Fay Servicing to help me understand the customer service was able to only take my monthly payments but for issues they referred me to the account manager as the only person that I can discuss my account. The account manager was always very hard to get hold of when I was available, intentionally calling me back when I was at work and not able to respond and discuss. For many months, he denied me access to view my loan online because my loan was not up to date and he would not follow with any of my concerns. Eventually in XXXX my financial situation improved with my husband finding a job and I was able to bring my payments up to date. At the end of XXXX I called the account manager and informed him that I was refinancing my loan with another institution and asked him if there are any additional fees that I should be aware of besides the loan balance. After checking my account, he said no. The payoff included a charge of {$430.00} called corporate advance that I was never made me aware of. When I called and asked for details on it, the account manager said that it is related to foreclosure process they started even thou they accepted my payments every last day of each month, never missing one month since I was transferred to them from XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-23 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: General Financial, Inc.
State: AE

Complaint narrative:
I had some financial difficulties and decided to apply for a loan through Just Military Loans. Now I know it is my responsibilty to read everything and that I am responsible for my debts, but I do not feel it is right to charge 80 % interest rate on any loan. I know that throught the SCRA I could reduce it to 6 % if i accured the loan before active duty, but even after you enter Active Duty I believe there should be a cap on the interest rate a company can charge you. This should go for any consumer loan company.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation