vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-09-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: UT

Complaint narrative:
XXXX XXXX XXXX sold the servicing of our mortgage to Nationstar while we were in Chapter XXXX. Nationstar tried to collect funds that were not authorized by the trustee. We recently refinanced our loan through XXXX XXXX. XXXX told us that Nationstar would be refunding excess monies in our escrow account. That refund has not occurred. We believe that Nationstar has stolen some amount of money from us in violation of court orders and is illegally profiting from the purchase of servicing rights on our home loan. We would like a full and complete accounting of all funds handled by Nationstar while they serviced our mortgage and an explanation of why the excess escrow funds have not been refunded as promised. This entire experience with Nationstar was a nightmare and offices such as the Consumer Financial Protection Bureau are needed to protect citizens from the questionable practices of companies like Nationstar.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
My loan was transferred to Nationstar mortgage from XXXX XXXX XXXX. When an escrow analysis was completed, I was notified I needed to have an additional months worth of cushion in my escrow account which increased my monthly mortgage payment. I tried contacting Nationstar to request the extra month be waved since my loan was a transfer and I had no choice in the matter, so I felt I should be able to keep the same cushion in my escrow account as my previous mortgage company. I attempted to contact customer service about 5 times and was disconnected before being able to speak to a person directly. I wrote an email to Nationstar through their email portal and received no response after about 2 weeks.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-27 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
We received the attached demand letter, on XXXX/XXXX/2015. After receiving a resolution letter from Nationstar on XXXX/XXXX/2015, we thought we resolved this issue. I called Nationstar Mortgage, Customer service did not know how to handle directed me to consumer relations. I called ( XXXX ) XXXX spoke with XXXX on XXXX/XXXX/15 & she said that she can not give any explanation nor any status and our Attorney has call on our behalf. I told her we do not have attorney representing us and she told me to write a letter stating so. We do not understand why they can not provide us straight answers. Nationstar is demanding {$9400.00} and we want to know how & why they came up with this amount as we have been sending in our monthly payments every month and have sent in cleared checks to prove the checks have cleared thru Nationstar.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: SC

Complaint narrative:
I am the daughter of XXXX XXXX and have power of attorney. My mother with my assistance are in the process of obtaining a loan modification. We started this process in XXXX of 2016. The decision to modify was due to our discovery of an exhorbitant interest hike for an interest only first mortgage which is now nearly 7 % as well her dwindling of assets due to these terms. Frankly the loan terms reflect a predatory abuse of a XXXX. It was n't until recent review that we discovered a high interest interest only mortgage. Thus far the modification process with Select Portfolio Portfolio Servicing Inc. as been painfully redundant in document production. Nearly every document has had to be re emailed to them despite confirmation of receipt in good order They also have asked for us to restate income from investments to a category known as " other '' rather than " wages '' which yielded the same gross income. This red lining against this XXXX systematically is depleting her assets and creating a default. Her simple objective is to preserve her home and reduce the interest rate to 2 to 3 % with a principal amortization of XXXX yrs which is something more typical of those yielded in the modification market.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
We received a loan modification back in XX/XX/2011, we had a 90 day trial and it was official. If we paid our mortgage on time we would receive {$1000.00} off our principal mortgage every year for 5 years and at the end would get {$5000.00} off the principal mortgage. We had this agreement with XXXX who sold our mortgage to Nationstar Mortgage Company 3 or so years into it. Nationstar and XXXX both assured us that we would not have a change of any kind. We continued to receive the {$1000.00} credit every year. We continued to pay on time. Yesterday I was informed that we were not getting our {$5000.00} credit because Nationstar claims they did n't receive my " Real Estate Fraud Certification ''. We not only sent this form 3 times by regular mail, we finally were granted permission to email this form. Prior to the due date ( which in not on the form they mailed to us ) we were told we could only send it regular mail. Every year when we received this incentive, we did n't need to fill out Fraud Certificaton paperwork. However, we did fill it out several times and yesterday I was told that the research Dept decided we could n't get the credit to our mortgage. I asked the representative to please allow me to speak to a representative in that Dept. and I was told they are in a back room and I ca n't speak to anyone from that Dept. They do n't have phones, instead I must email them. I then spoke to ( Supervisor XXXX ID # XXXX ) who assured me she would fix this problem, yesterday she called to say we would not receive the credit. We have worked very hard to maintain our end by paying on time consistently and feel we are entitled to this incentive.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-29 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: BB&T CORPORATION
State: AZ

Complaint narrative:
I am past due on my car loan. I 've made it clear that I ca n't have any calls at my work and that the only number I have is my cell phone. both yesterday and the previous days I get at a minimum XXXX calls. yesterday ( XXXX/XXXX/16 ) I had a total of 5 calls ( 4 to my cell phone and 1 to my work ). my cell phone calls were done at XXXX XXXX ( a voicemail was left ) XXXX ( another voicemail was left ), XXXX, and XXXX. I also had a call on my work phone around XXXX where the agent id herself and after I hung up the phone she called my cell phone AGAIN at the XXXX time. this is common. I get multiple harassing calls and they even continue AFTER a voicemail is left or AFTER I had contact with someone. I just started my job and I got in trouble for the harassing calls - this is why I made it crystal clear that they can not contact me at my work. I called Regional Acceptance and have since Ceased all contact because I ca n't trust them to follow Debt Collection LAWS when it comes to my employment.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
We are in the closing process of the loan from Quicken Loans. Quicken Loans told me to pay my {$14000.00} car loan, my {$3000.00} Credit Card, and {$800.00} Credit Card. I am now debt free. Today they called and said my loan was being denied ( 5 days before we were set to close ) due to inconsistencies in signatures. They said our signatures did n't match and that they " appeared '' to be electronic signatures.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-22 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
I inherited a condo and changed the title 8 years ago. The original loan was sold to XXXX and now to SPS Financial. I am authorized to pay bills and take care of this property, and every time the loan is sold, they will not allow me to correspond. I then email the papers showing the title has changed ( I always get their statements mailed to my house, but they do n't look in the file to see I own the property ). I sent the Ombudsman papers in XX/XX/XXXX and she said I would be authorized in 2 days. I called today to ask why their statement shows XXXX cents in other fees, and why the statement shows {$100.00} in the taxes and insurance column. The XXXX reps I talked with either put me on hold and then disconnected me, or would not give me information on the loan because the system did n't show me as authorized to talk with them. Here 's the problem : if I send in the payment of {$530.00} ( it is ALWAYS ON TIME ), they will charge me a late fee because I did n't include the XXXX cents. And if they keep this up every month I will accumulate late charges. I pay the taxes and insurance is thru the association, as it has been AS IT HAS BEEN DONE FOR 30 years. I have XXXX credit with a FICO score over XXXX, and why this loan is always sold to hard money lenders/servicer 's is to attempt foreclosure and steal my equity. I want to resolve this YESTERDAY AND DEAL WITH SOMEONE THAT HAS A BRAIN and not hang up on me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-07-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
Nationstar mortgage servicer is incorrectly reporting that my XXXX, 2015 mortgage payment was never received. This is not the first time Nationstar has made this type of accounting errors with my account.Attached is proof of my XXXX payment, which was timely XXXX on XXXX XXXX, 2015 by ACH electronic payment through XXXX XXXX XXXX Bank with a Nationstar telephone representative.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
My mortgage servicer has denied me access to mortgage payment history for the period XX/XX/XXXX to XX/XX/XXXX. During this time period the servicer changed from XXXX XXXX XXXX To Select Portfolio Servicing. Select Portfolio Servicing ( SPS ) after receiving the loan this company moved immediately to foreclosure. This action was against the California Homeowner Bill of rights that went into effect on XX/XX/XXXX. I would like a resolution that includes the servicer 1. Allowing me the opportunity to apply for a loan modification. 2. Supply me with the complete payment history from XX/XX/XXXX to XX/XX/XXXX when the alleged delinquency took place.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-19 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
In XXXX 2010 Due to my closing my Trucking business due to economy not producing enough income to cover overhead. I could no longer afford my house payments. I went from XXXX a month to XXXX K in one month time frame. Thus the house was unaffordable. we called XXXX and explained it. XXXX took it over and there was very little communication with us via mail and some harassment over the phone. We submitted paper works with XXXX several times because they would n't be able to find the paper work that was faxed and mailed to them. We talked to several people in the collections department and never went to loss mitigation with them. They did file Notice of Default with the XXXX XXXX courts in 2010 and even had a sale date that we never notified of. But the continual excuses and dragging the issue around when we asked multiple times in writing for a modification did nothing but leave a huge amount because the original loan was never paid and interest and late charges were mounting. We requested a reduction in principal which many homeowners in XXXX XXXX XXXX received but they finally made a loan mod agreement and never mention that there would be a new servicer for the loan and not XXXX. The servicing company Select Portfolio Services. This company has a track record that goes back to before they were SPS. They have been involved in many foreclosures and illegal property sales at pennies on the dollar without notification. No Original note ever being presented. Why when other people in XXXX XXXX county received principal reductions di my mortgages increase to where I have a XXXX balloon payment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: HI

Complaint narrative:
I sold my house and paid off the mortgage ( through the title company ). The mortgage company will not return my funds remaining in escrow. {$1200.00} Nationstar Mortgage

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA

Complaint narrative:
There seems to be a mistake. I submitted a Qualified Written RESPA Request and Select Portfolio Servicing told me to go fly a kite. 12 USC 2605 clearly states that within 30 days the financial institution owes me a substantive response. 
Select Portfolio Servicing has NOT provided me with any response other than the tell me to XXXX. there is a missing security which will be reported to the FBI. 
The Qualified Written RESPA Request was sent Certified Mail XXXX on XXXX/XXXX/2016. 

The default provisions are now in effect.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NM

Complaint narrative:
For the past 6 years my mortgage payment including escrow has fluctuated between {$1200.00} and {$1400.00}. My most recent statement from Nationstar mortgage states they are raising my payment to {$2200.00} ( we have a fixed rate ), and I have a {$6500.00} escrow shortfall. How can a mortgage company justify such a huge increase, we borrowed the amount we did because that is what we can afford, now they are trying to charge us an amount that would be sufficient for a $ XXXX house when we only borrowed $ XXXX, this is almost double and highly impractical. I do feel that both our mortgage company and home insurance company are practicing predatory lending and unfair charges. I would like to have both companies contacted ( which I 've done ) to find out how they justify these extreme price/payment increases. Below is what I 've sent to the mortgage company already. 

How do you end up with a shortage of {$6500.00}, when that is the yearly total of my insurance and property tax? There is definitely something fishy with your estimation and payments of my ins. and tax. For instance my insurance is due once a year for a total of {$5100.00}, which you paid in XX/XX/XXXX or XX/XX/XXXX, and my property taxes barely exceed {$2000.00} for the year. If you paid these already there is no way I 'm that far in the whole. Secondly, how do you expect a borrower to just come up with {$6600.00}? And charging {$1200.00} a month for escrow is insane on a mortgage that is barely $ XXXX. You have definitely made an error somewhere and you need to recalculate. I 'm going to write the FCC and any and all other governmental agencies that monitor Mortgage lenders and protect borrowers from predatory lending as this is not fair at all. You may also want to consider contacting my insurance as they mistakenly billed again the {$5100.00} in XX/XX/XXXX or XX/XX/XXXX which I called them on and they reversed as it was paid in XX/XX/XXXX or XX/XX/XXXX, if you paid that twice that would explain the shortfall and that should not be passed on to my wife and I in such an extreme matter as you are doing. Either Nationstar or XXXX need to improve the payable & recieveable departments or both!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
Quicken Loans is horrendous! They waste your time, energy, patience and money! I have lost almost {$1000.00} that can not be recouped. They strung me along for FIVE weeks, when other mortgage companies knew in a few hours if I would qualify for a loan or not. I was passed between XXXX different people/departments during this ridiculous process, because " each person/dept. specializes in a different component ''. Trust me, none of them were that sharp to be wasting resources on XXXX people working on a very small loan! This company is A SCAM!!!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-27 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: PA

Complaint narrative:
My wife and I have owned and occupied a XXXX home property in XXXX since XXXX. In XXXX we experienced a loss of income that caused us to fall behind on our mortgage payments. Our income improved in XXXX and XXXX to the point that we became eligible for potential loan modifications. In XXXX XXXX, after making the XXXX XXXX trial payments, we were approved for, and successfully executed a loan modification agreement with the lender ( Select Portfolio Servicing , Inc. ). In XXXX XXXX our lender sent us a new loan modification application with different terms including a higher interest rate structure in future years, and with no explanation as to why they were sending us the new, and unsolicited application. We called the lender and were told it was probably a mistake. By XXXX XXXX we began receiving notices that we were in default of the original mortgage ( as if the loan modification never occurred ), although we had continued to make all required loan modification payments. We escalated the matter with the lender while continuing to make the required payments until XXXX XXXX because at that point the lender was requiring higher payments than allowed under the existing loan modification agreement, and they threatened foreclosure if we did not pay the higher amount. At that point we began withholding additional payments and have instead held those payments in escrow. In XXXX, the lender alleged for the XXXX time that the original modification was never implemented because of some error in calculating the escrow balance for the account. This is the XXXX time they ever gave us any explanation or indication as to what happened to the fully executed loan modification agreement. The lender is now moving ahead with its plan to foreclose and refuses to honor the terms of the original loan modification executed in XXXX XXXX, through no fault of our own.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-29 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
This complaint against Champion Mortgage concerns questionable business practices when a reverse mortgage becomes due, and seeks answers from their upper management. 

My Mother had a Reverse Mortgage with Champion Mortgage. When she passed away on XXXX/XXXX/16, she owed Champion about {$120000.00}. With her house at XXXX XXXX XXXX XXXX, XXXX, CT XXXX valued at about {$270000.00}, our plan was to sell it and pay off the mortgage. 
After the funeral and spending some time organizing myself to deal with my Mother 's estate, I contacted Champion Mortgage on XXXX/XXXX/16. I was told that by XXXX/XXXX/16 I needed to provide the following : Copy of the Death Certificate Copy of the Will Letter of Intent to Sell the House Listing Agreement with Real Estate Company/XXXX. 
On XXXX/XXXX/16 I mailed the first XXXX documents to Champion, and stated in the Letter of Intent " We are working with XXXX XXXX of XXXX XXXX XXXX XXXX to get the house listed as soon as practical ''. On XXXX/XXXX/16 I contacted Champion again after having signed the Listing Agreement ( document # XXXX ), and our real estate agent XXXX XXXX sent it to them as an e-mail attachment later that day. 

Within a few weeks we were fortunate to receive and accept an offer for the house for {$270000.00} with a closing date of XXXX/XXXX/16. Much to my surprise, I received a letter from Champion Mortgage dated XXXX/XXXX/16 stating " your loan was referred for foreclosure processing today ''. I e-mailed Champion on XXXX/XXXX/16 asking what the heck was going on, provided them with the sale and closing date information, and stated emphatically that I wanted to hear back from them. I received no reply ; they seem to deal only in form letters. 

On XXXX/XXXX/16, with the closing date of XXXX/XXXX/16 imminent, Champion included a charge of {$3000.00} for " Attorney Fees and Cost '' in the Loan Payoff document they submitted to our attorney. I spent the entire afternoon of XXXX/XXXX/16 going back and forth via e-mail and phone with our attorney, our real estate agent, and Champion. Champion claimed that they had not received the Listing Agreement, and therefore were entitled to {$3000.00} as the cost of initiating foreclosure. To make a long story short, it was proven to Champion that they had in fact received the Listing Agreement on XXXX/XXXX/16, and the {$3000.00} charge was dropped. 

Various business practices that were followed by Champion on this reverse mortgage once my Mother passed away were very troubling to our family. Perhaps their very aggressive approach has become an accepted way of doing business, but to me they lacked both the professionalism and decency that I would expect from any bank or mortgage company.

Company response to consumer: Closed with explanation