vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2019-08-14 00:00:00
Product: Credit card or prepaid card — General-purpose prepaid card
Issue: Unexpected or other fees — 
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
XX/XX/2019 my card was declined at local store. I tried to log into App several times on my phone but it said error wrong password. I then called number on back of card. I made 40 calls, they hung up on me saying call back with correct security information. One rep mentioned my account was froze due to my failed attempts to login to app. XX/XX/2019 i made multiple calls again. They claimed to have difficulty verifying my identity. I explained I had not made any changes to my account since I opened several years past. Finally a rep was able to verify my ID by calling me while i was on hold with her, i answered the call waiting, proving my ID. She assured me my account was frozen and a card was being sent to me. Instructed me to activate upon arrival and then I could access account. I declined the {$20.00} rush shipping charge, regretfully, waited the expected 10 days. But no card came. XX/XX/2019 I called and they said account was at {$0.00} balance and closed, said I had to write a letter explaining problem and gave me a address in XXXX, GA to mail it to. XX/XX/2019 I mailed a notarized letter. I tracked it, they received letter XX/XX/2019. I have not had any response or access to my account yet. XX/XX/2019 called still no resolve. XX/XX/2019 still no response. XX/XX/2019 I filed a FTC ID theft report. I mailed it with notice of Unauthorized Use of Debit card on XX/XX/2019 I included copies of previous letter, prior shipping receipt, copy from notary, copy of my CA ID and bank card to prove i have in my possession. No response still. I had over {$7000.00} in account when i last was able to accessed XX/XX/2019. My payroll and tax return have been direct deposited for years. I have been waking with a headache for weeks. Please help. As if the hardship isn't enough. I spoke with XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-08-14 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 — Problem getting your free annual credit report
Company: Experian Information Solutions Inc.
State: WA

Complaint narrative:
I mailed in a XXXX XXXX XXXX Request Form to all 3 credit bureaus but received no response. I set up an account online with Experian and made 4 attempts to get a free credit report but they insist on charging me ; and their phone is automated with no helpful option that goes back to where it was before. I tried to get a free credit report from all 3 credit reporting agencies online but they refused.

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 2019-08-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: Experian Information Solutions Inc.
State: AZ

Complaint narrative:
After a recent name change, I promptly changed my name with my creditors ( banks, credit card companies, etc. ). As a result, my new name has been reported to all major credit bureaus. While the other credit bureaus handled this new information smoothly, Experian messed up my credit file. Specifically, my Experian credit file was split up by mistake into two separate files, one under my former name, and the other under my current name, even though both share the same SSN. This split-up led to the loss of my credit history with Experian ; the new credit file that Experian mistakenly created for my new name only contains 5 of my accounts, even though I should have about 45 accounts. 

I called Experian customer service several times on XX/XX/XXXX XX/XX/2019 to request them to recombine my two split-up files so that the missing credit history could be recovered. However, Experian customer service refused to do so, and they insisted naively that I need to do a name change with Experian by submitting my proof of name change. 

Experian customer service agents failed to comprehend the situation. There is no need for any name to be changed. I have already submitted my proof of name change to my creditors. My new name has been reported to Experian directly from my creditors with the exact same SSN, home address and account numbers. Experian has already known both my old name and new name, and both names are listed under the same SSN and reported under the same address ( I have not moved in at least three years ). The root cause of this issue is that Experian 's buggy computer system mistakenly created a new credit file for my new name instead of adding my new name to my existing file. What they need to do is simply to combine my two separate credit files ( under the same SSN ) back into a single file, as I have requested them to do repeatedly over the phone. ( By the way, upon checking my credit report from XXXX, I found that XXXX correctly added my new name to my exiting file without causing any problem, using the same information received from my creditors. ) In fact, even their own website says that after changing your name, " All you have to do is have your lenders change the name on your existing accounts. Your new name will be updated automatically when the account information is next reported, usually at the end of the billing cycle. '' Link : https : //www.experian.comXXXX

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 2019-08-14 00:00:00
Product: Payday loan, title loan, or personal loan — Personal line of credit
Issue: Getting a line of credit — 
Company: Upstart Holdings, Inc.
State: CA

Complaint narrative:
I was pre-qualified for a {$50000.00} loan via XXXX XXXX at 14 % APR. I applied and submitted all required documents. Where it asked for my university diploma there was a box for I dont have this. I selected that. 

The next day Upstart contacts me to tell me they got my application but I needed to submit a better pay stub and add my W2. During this conversation the employee casually mentions my 21 % APR and {$3600.00} origination fee and asks if I have any questions. I said yes ; that the APR was  supposed to be 14 % and origination about {$1200.00} lower. He responds that this is because I didnt include a picture of my diploma. I expressed my displeasure with that and he told me I could provide an online transcript and he would note on the account to reconsider loan at original terms after this was received. Fine. 

I submitted my new paystub and W2 and school transcripts as this miserable company required to get the original 14 % terms and 2 days later, they just emailed to tell me that I need to give them copies of canceled checks and by the way, THE LOAN IS NOW 28 % APR. 

Their SOP is obviously to bait and switch and pressure borrowers into accepting absurd terms.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-08-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: MD

Complaint narrative:
we behind payments because of utilities are up and unexpected house repairs we try to reach out and seek loan modification but unfortunately they will keep saying that the loan modification papers are incomplete we keep updated our papers but still same things happens keep sending we reach out for mediation and we have hearing with with the meditation judge and XXXX   XXXX XXXX which represent PHH mortgage which advice us to send complete package again to hold the foreclosure date they acknowledge or receive the papers and under review but the next day XX/XX/2019 i receive email again that they will not review our modification papers because of the of insufficient time which is unfair to us because we do our best to forward the loan modification papers on time

Company response to consumer: Closed with explanation
Consumer complaint received 2019-08-14 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 — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: NC

Complaint narrative:
Reference : XXXX XXXX XXXX - XXXX XX/XX/XXXX Experian 's National Consumer Assistance Center XXXX XXXX XXXX XXXX, TX XXXX Dear Sir/Madam ; In reference to the account above I would like to bring to your attention an issue which I have been unable to resolve directly with Experian or XXXX XXXX so I am writing to you to have this item removed. In XX/XX/XXXX XXXX was reporting a payment status of discharged through bankruptcy and the balance of XXXX. This has been reported since XX/XX/XXXX. On XX/XX/XXXX this changed from discharged in bankruptcy to a balance of {$20000.00} which is incorrect, as it was discharged in bankruptcy per the XX/XX/XXXX report. Apparently, there is some issue on either XXXX or Experians difference in reporting systems that cant get this resolved thru multiple letters, phone calls, ect, as such it should be removed as incorrect information. I previously provided bankruptcy schedules showing discharged, it is reporting as a {$20.00}, XXXX balance still open and not discharged.

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 2019-08-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
I have an inquiry from XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. This ran without my consent and I don't even know why my credit was run by XXXX XXXX XXXX. I tried calling on XX/XX/XXXX and continuously got transferred around with no solution. 

I have a XXXX Inquiry from XX/XX/XXXX on my report and this company is a mortgage company. I inquired about their services and next thing you know I just so happen to be looking over my report and a credit check was ran without consent. The information I gave to them I thought was going to be used to keep my information on file, not a credit check. I reached out to them on XX/XX/XXXX and they said they don't even have my name in any of their files.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: PA

Complaint narrative:
I applied for an advanced checking account at HSBC US for  {$350.00} bonus on XX/XX/2019. After approval, they told me by email to set up a device for more security. I did that on my old phone. I bought a new phone on XX/XX/XXXX and tried to migrate from the old phone, but there is something wrong with the bank 's app ( I need to enter some number from the old device to the new device, but after I did that the app on the new device had no response ). I tried several times and on XX/XX/XXXX they told me to call them since they thought there was fraudulent behavior on my account. I did that, and they told me my phone number is not on their file so they can't identify my identity through text so I need to go to an HSBC branch ( asked them several times if there is any other approaches but none ). They sent me about 10 security codes while I was applying for the card, so I don't really know what they mean by my phone number is not on file. I live in XXXX and the closest HSBC bank is in Washington. I really regret my decision for opening an account at HSBXXXX for the {$350.00} ( I wired {$10000.00} to the banking account for the bonus ) and hope that they can give me the access of the account back.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-08-15 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: PENTAGON FEDERAL CREDIT UNION
State: VA

Complaint narrative:
On XX/XX/XXXX, a wired funds, in the amount of {$860.00}, was initiated through Pentagon Federal Credit Union to the XXXX XXXX  XXXX XXXX for college tuition payment of my daughter 's housing while studying abroad. Initially, an incorrect swift code was entered but only the last digit. 

Sent : Swift Bank Code : XXXX Correct Code : XXXX Although one digit was missing, it appears that this did not affect the transaction. 

There have been numerous attempts to ascertain the whereabouts of these funds but a successful resolution has not occurred. The college, XXXX XXXX XXXX ( XXXX ),  states that they are unable to verify the wired transfer. Pentagon Federal Credit Union ( PENFED ) has not provided adequate assistance, and the XXXX XXXX  XXXX XXXX is non-responsive. I have asked PENDFED to retract my wire but believe that has not yet occurred for some reason. 

This appears to be a case of international wired transfer banking fraud as no one is able to determine the whereabouts of the funds. I have exhausted numerous emails between the college and PENFED. Today, I spoke with a supervisory operations personnel from, who was unprofessional and made statements that I should just contact the XXXX bank and that if he initiated a wire retract that I may not get my money back. And, If I spoke to any one above him that I would get the same answer. 

Truly, unprofessional supervisory customer service from a professional banker and I am at a loss for what to do next. 

All of this has cost a significant amount of time and wasted money. as I have had to re-schedule my daughter 's flight to XXXX. Until this is resolved, she us unable to attend school in the U.S. or abroad. XXXX will not let her obtain housing without payment, PENFED is not providing helpful assistance, and the XXXX XXXX XXXX XXXX is not responsive. 

My daughter is an exceptional student that recently made the Dean 's List and entering her third year of college. This has placed undue stress on our family and I am needing your unbiased assistance as I do not know what else to do. I am also in the process of drafting a formal complaint to PENFED Foundation 's Board of Directors. As a Veteran, I do not expect exceptional treatment/service but hearing the words you should just contact the XXXX bank  yourself, after waiting almost two weeks for that same institutions 's help, saddens me. 

Respectfully, XXXX XXXX

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 2019-08-15 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: U.S. BANCORP
State: FL

Complaint narrative:
Original creditor is US Bank. 
Current collection Agency is XXXX XXXX XXXX. 
Acct number is XXXX This has been going on for about 10 years. I owed US Bank a little over $ 1k. I settled that debt with the original Creditor 10 years ago for a fraction of the cost. However, every year US Bank uses a different creditor to collect a balance. I have submitted my payoff letter to each of those creditors to clear the debt off my report. I thought it was over, but I just received another letter today from XXXX XXXX XXXX in NY about the same account. This is definitely becoming frustrating. Please Help!

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 2019-08-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I have repeatedly asked Experian to stop reporting delinquent payments which were dismissed in a bankruptcy. They have ignored my requests. My credit scores with XXXX  and XXXX are currently at XXXX and XXXX respectively. Experian reports me at XXXX and sites 10 accounts as " accounts ever late ''. What is the purpose of a bankruptcy if a credit reporting agency can still display credit conditions, primarily payment status, that ultimately diminishes ones credit worthiness far beyond the accepted disclosure of the bankruptcy. It is very clear the government agencies whom regulate their business practices allow them to do whatever they want with no recourse for consumer fraud. What further can I do other than file suit as they hope to compel me to do?

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 2019-08-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Creditor's Collection Service, Inc.
State: VA

Complaint narrative:
XXXX XXXX Acct XXXX I called and spoke with Ms.XXXX and she indicated that if I paid my debt that they would delete the collection report. I ask them to provide documentation to the fact and she indicated that is not something we do. As a consumer who has a debt on her credit report that she is willing to pay based on what was indicated how can a reputable company make an offer but then not summit it in writing. I then ask to speak with a manger and she indicated her manger was busy and couldnt talk to me. Then she proceeded to say that I could either pay it or not. She didnt indicate the managers name is Ms.XXXX. My concern is now is if this is a reputable company and if so how/why make an offer and not be able to provide it in writing.

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 2019-08-15 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 — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: OK

Complaint narrative:
I am writing to you in hopes that you can assist me in dealing an Experian Credit Agencies investigation of 3 XXXX XXXX XXXX XXXX XXXX XXXX XXXX debts that were invalid. 

I am a veteran of XXXX  and XXXX and have been using my XXXX XXXX XXXX XXXXXXXX at XXXX XXXX XXXX since XXXX. On XX/XX/XXXX I received a letter from the VA stating that an overpayment had been made for my benefits. I submitted an appeal on the same day of receiving the letter stating that this was due to circumstances that were beyond my control. I kept in contact with the XXXX VA XXXX regarding the appeal and was told that it would take a while due to a backlog of benefit paperwork. I started to receive letters from the XXXX XXXX XXXX XXXX  invoicing me for the overpaid benefits. The XXXX XXXX assured me that the appeal status would determine whether the debt was valid. 

On XX/XX/XXXX, to my horror, I noticed that the XXXX XXXX XXXX XXXX  had posted 3 accounts to my credit report with the status of " In Collections ''. On XX/XX/XXXX, I received a letter by the VA stating that the appeal was in my favor and am no longer responsible for the debt. The XXXX XXXX XXXX refuses to remove the 3 accounts from my credit report. The debt never went to collections as it now states. It never left the XXXX XXXX XXXX and the amount of debt was waived by the appeal. 

Experian was unwilling to remove the account from my credit report.

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 2019-08-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: AES/PHEAA
State: MD

Complaint narrative:
I spoke to XXXX ( employee ID XXXX ) FedLoan on XX/XX/2019 about the fact that my XX/XX/2019 autopay payment did not process as it was the weekend. The meno on the website specifically says If your due date fell on a non-banking day ( weekend or holiday ), it may have caused your account to show 1-5 days delinquent until your payment processes. If this did occur, your payment will be extracted on the next business day and will have no negative impact on your account or credit reporting. My understanding from this statement is that the payment should have been extracted on XX/XX/2019 as that was the next business day after XX/XX/XXXX. XXXX told me that it could really take up until XXXX XX/XX/2019, which directly contradicts the statement posted on the website ( see attached screenshot ). In reality, payment was not extracted until XX/XX/XXXX. Information provided by the website and XXXX contradict each other and FedLoan is the only company I have ever dealt with that causes a weekend payment to become delinquent. This should be unacceptable.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2019-08-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Public record information inaccurate
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA

Complaint narrative:
There is a bankruptcy on my credit reports. The bankruptcy is stopping me from being able to get credit. I call the court they said they don't report bankruptcy to credit bureaus. I never follow through with bankruptcy. on my credit it shows that court house is reporting the bankruptcy. The credit bureaus says they get info from third party company. This bankruptcy should not be on my credit report.

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 2019-08-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Caliber Home Loans, Inc.
State: PA

Complaint narrative:
XX/XX/XXXX we refinanced our house and our Mortage with caliber home loans was paid off. We have since sold our home and were scheduled to close this past week, A few days before closing it was discovered caliber never released it. We now can not close since this loan still shows open of record. We are in jeopardy of losing these buyers. In addition we are scheduled to close on our new home XX/XX/XXXX but will have to cancel until we receive this document. 
Myself, and our new title company have both reached out to caliber and they are very unwilling to help us. We even sent them a XXXX label and envelope to send it back to us. All they will do is give us an email address XXXX and say they will get to us in the order of their requests. They will not let us speak to anyone in the department only provide that email. However, the people we have spoken to all verify to us the loan was paid off XX/XX/XXXX so I dont know why they just can not send this release immediately. Its been almost 8 months and we are now at risk to lose the sale of my house and the purchase of our new home.

Company response to consumer: Closed with explanation