vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-08-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: VA

Complaint narrative:
BB & T failed to notify me of an increase in my monthly mortgage payment. I continued to make monthly mortgage payments and BB & T continued to receive and accept my on time payments. In XXXX and XXXX BB & T reported my mortgage payments as not as being paid for two months to the credit rating agencies. 

I learned of this when I called BB & T to inquire as to why I had not received a new mortgage coupon payment book. I than wrote BB & T and informed them I never received any notification from them regarding the change in mortgage rates and its effect on my monthly mortgage payment. I requested BB & T provide proof of a delivery confirmation of mail sent to me and that it was successfully delivered. Any financial matter that could have an adverse effect on anyone 's credit rating should require a delivery confirmation. 

I have paid my monthly mortgage payment on time every month and BB & T has received payment before the due date. The months in questions are XXXX and XXXX 2016 which XXXX shows funds posted, received and accepted by BB & T. When spoke with a BB & T representative I was informed that the payments were posted to my account. 

How can funds received for on time payment by BB & T get posted and reported as late - where did my money go and why is BB & T allowed to conduct such a questionable banking practice?

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 2016-02-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: VA

Complaint narrative:
I discussed refinancing my FHA mortgage loan with Quicken loans. I asked what the cost of the loan would be. I told the loan agent that I did not want closing cost of more than {$5000.00}. XXXX XXXX stated that was workable. When I got the loan papers my closing cost were {$20000.00}. {$11000.00} was loan origination point. She never stated there was a point. I asked her what her fees were I believe it was {$690.00}.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: OH

Complaint narrative:
Hi my names XXXX XXXX and I 'm responding to case XXXX again all want is the fair opportunity to get my house back on track and the right to do so under the program 's that 's out there harp and others as I said I sent all docs back and and never heard from anyone at nations star I want save my home I still all the signed copies that sent I just want an honest person to help me and not lie about everything pertaining to my documents being received

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
1. ) Nationstar Mortgage increased my mortgage payment just 4 months after both/all of us completed an exhaustive in-depth modification & refinancing. We both agreed my payment would be ; {$500.00} monthly @ 4 % for a 40 years note. Nationstar jacked my payment another $ 50 monthly to {$550.00}. In 40 years @ 4 %, that equals another {$24000.00} going to Nationstar. Also, they could jack the payment again without my signature or approval tomorrow. 
Nationstar said it was needed for escrow. I reminded them that they just completed a loan mod-refi only 4 months ago which examined the escrow needed. 
I only get {$1200.00}. per month XXXX since being injured on XXXX XXXX XXXX XXXX so a {$50.00} monthly increase is a big deal to me. 
For Nationstar, it 's {$24000.00} more in their pocket. And within XXXX, possibly just 2 years, i could be " Escrow-Increased '' out of my XXXX bedroom, XXXX bath home. 

2. ) Please make Nationstar honor their 40 year agreement that my mortgage payment stay at {$500.00} as we both agreed and signed to. Also, i did not change or alter my property nor did i file any claims which might affect the escrow insurance. Nothing has changed since we passed " signed '' papers 4 months ago ( XX/XX/XXXX-XX/XX/2015 ). 

3. ) I am the 'disabled ' homeowner adversely affected by Nationstar debt collector who portray themselves as a mortgage company. 

4. ) Homeowner 's mortgage. 

5. ) Review ; Four months earlier, Nationstar went over every little detail for my loan modification, especially escrow, taxes and insurance as we finalized, agreed and signed a 40 year note. 
What good is that mortgage contract if Nationstar can keep 'unilaterally ' increasing the monthly payment by {$100.00}. each year crying " escrow ''. In 3 years, my {$500.00}. payment will become {$800.00}. per month taken out of my {$1200.00}. Soc sec. XXXX. Two more years and i will have to give them {$1000.00}. a month out of {$1200.00} ... ... ... ... ... ..Keep in mind, some years, we do not receive an annual increase from SSI. 

i 'll be homeless again.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TN

Complaint narrative:
Nationstar Mortgage has not filed a release of lien. When I was notified of the transfer of the mortgage from XXXX to Nationstar ( XXXX XXXX ) my mortgage had about two years of payments remaining - mostly toward principal and a total amount under ten thousand dollars. If I had let the mortage run its course, I would have only paid a few hundred dollars in interest. So I was thinking about paying it off anyway before the notification of the transfer arrived in the mail. I made XXXX payment in XXXX to Nationstar, which was difficult because they only set up my online account when I demanded it after XXXX consecutive days of phone calls and more than five hours on the phone. And then the payment did n't show up until I called back repeatedly - and the customer service is abysmal. This made me quite nervous because I pay bills on time and have excellent credit. At that point I decided to pay off the rest of the note, so I requested a payoff statement. The payoff statement that they sent was incorrect, so I had to request another one. I did a wire transfer directly from XXXX XXXX XXXX so that I would have some very official documents for my records that would confirm that I submitted the final amount on the payoff statement. Months later, Nationstar has not filed the release of lien after multiple official requests. They also have apparently never reported the existence of the loan ( which was in their hands for just under two months ) and it does not show up on my credit reports - either as an existing or closed mortgage. I am concerned because, as I have told the company multiple times, that if I need to sell my property the transaction will be held up because they still have a lien that needs to be removed. The company seems entirely incompetent at best, and predatory at worst. When they bought my loan, I had made every payment on time without issue. Never had problems with a mortgage company for the entirety of my mortgages ( and I have had several on different properties in my lifetime ) but Nationstar is a disgrace. What they are doing is unlawful - there is a law that requires them to release the lien, and I am afraid that I 'll have to pay a lawyer to get it done.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
This is a follow up to the complainXXXX. 
I was informed yesterday that i need to to check the to the XXXX XXXX, XXXX XXXX /customer Services and they will endorse the XXXX check via the branch Endorsement code, and the both claim has been updated with that information which allows them to endorse the checks. 
After 4 hrs driving & waiting and the customer Service rep. ( XXXX XXXX XXXX XXXX ) informed me that they are not able to do this and requested inspection, which has been performed and order and the cost waied, along with other documentation. 
why?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
I own a property located at XXXX XXXX XXXX XXXX, XXXX, XXXX. The loan is serviced by Select Portfolio Servicing , Inc. ( SPS ) XXXX of XXXX. I have had XXXX claims on this property in which the insurance company sent at least XXXX checks to SPS for the repairs and SPS has misappropriated the funds. Despite all repairs being complete ; and despite independent verification by SPS 's inspector and the Insurance claims adjuster that all repairs have been satisfactorily completed, SPS has failed to pay the contractor and reimburse the expenses that I paid out of pocket. SPS is engaging in a criminal act by misappropriating construction funds in violation of XXXX Law as well as engaging in insurance fraud. SPS should not be allowed to hold a mortgage lender license.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-10 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Debt Recovery Solutions, LLC
State: FL

Complaint narrative:
I keep disputing and the debt collector removes then add it back to my credit report. My Identity has been stolen.

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 2015-11-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
Nationstar Mortgage has acquired my mortgage from several other companies. I owe less than 78 % on the original contract price. They refuse to take the PMI off and want multiple paperwork and wish to " consider '' whether they need to have an appraisal done. 
Nationstar apparently operates through a call center and hours have been spent on the telephone requesting help. 
Nationstar has been notified that they must send all official document notices by U.S. mail, not by E-mail. They have ignored this and will not comply. 
Service representatives will not identify themselves. 
Property is under XXXX XXXX located at XXXX XXXX XXXX, XXXX, GA XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-22 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
I was called at XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: ME

Complaint narrative:
My mortgage servicer has changed a number of times. In the most recent changes, prior to the latest change, the automatic payment continued without my intervention. However, last XXXX ( 2014 ) when the loan was transferred from XXXX to Nationstar, the payments did not continue. I received a notice from XXXX stating that " payments received after XXXX XXXX, 2014 will be forwarded to Nationstar. '' I therefore thought that my automatic payments would continue. However, on the next line it said that " ACH arrangements will be discontinued effective XXXX XXXX, 2014. '' More than XXXX months later I got a call from Nationstar asking why I was n't paying my mortgage. I was shocked and immediately paid the outstanding balance and setup automatic payments once again. A short time later I tried to refinance this loan, but was denied. My credit rating was low because of the incident described above. Prior to this my credit rating was fine. I have always paid my mortgage and other bills on time. I spoke to a representative at my local credit union and she said that " ACH arrangements '' is a term that she and others in the industry would understand, but that a homeowner would not. I did not know what it meant.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
After researching my issue and determining that I am eligible ( no late payments, LTV under 78 %, loan active over 5 years ) to have my FHA MIP removed from my account, I contacted my lender to start the process. I was slightly confused when i ended my call with them, due to the fact that they insisted that I would have to pay for a new appraisal in order for them to make a determination ( with no guarantees ) whether to cancel my PMI. I could under no circumstance get them to even call it MIP, let alone admit that any difference between MIP and PMI existed. They sent me a form to start the process, the form is basically an agreement on my part to pay for an appraisal. I called them back and eventually their representative told me to call the XXXX at XXXX. The center sent me a summary of their guidelines in my situation. Following these guidelines I sent my lender a written request of my desire to have MIP cancelled on the loan, and asked them to forward my request, along with supporting payment documentation to the FHA for approval. I also included a copy of FHA 's guidelines for their reference. After waiting over 60 days for a response I contacted them by phone again and was informed that they received my letter, however no action was taken since it did not include the form releasing them to order an appraisal at my expense. After much discussion with this representative his only recourse was to have me call the XXXX again. All any representative at my lender will do is quote some lines from what I believe to be a summary of the PMI Act of 1999. They will not admit that a FHA insured loan is different in any way from a private contract loan, even after me offering specific guidance as to Mortgage Letter numbers published by XXXX specific to this issue. The XXXX, being an informational entity and not an enforcement one could offer me no further guidance, hence, my complaint filed here. I have attached all correspondence I have relating to this issue, including the form my lender wants me to sign, the guidance email sent me by the FHA, the corresponding XXXX Mortgage Letter relevant in my situation, and the original request I made to my lender to have my MIP terminated.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-20 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: HI

Complaint narrative:
I was approved for a trial loan modification payment plan and informed by letter dated XX/XX/2016 from Nationstar Mortgage. On XX/XX/2016, 30 days before that, my loss mitigation application was complete. 
I had received and responded to a letter dated XX/XX/2016, and by XX/XX/2016, had received no further notices of incomplete file. Nation- star filed a judgment of foreclosure against me on XX/XX/XXXX, and the Foreclosure Commissioner contacted me after my trial payment plan was approved and wanted to start setting dates for open houses ahead of a foreclosure sale he was planning. By that time I had paid XXXX of the XXXX trial payments, but Nationstar would not stay the judgment. Today, I have authorized the XX/XX/XXXX ACH payment for my XXXX trial payment, and Nationstar is refusing to stop the foreclosure on my home. The Commissioner has the authority to take possession of my home and has agreed only to postpone for 90 days the publication of open houses and setting the sale date for the foreclosure auction on my home. Nationstar is proceeding against me, even though it has taken XXXX payments and is preauthorized to take a XXXX. The commissioner is XXXX XXXX, Attorney at Law on XXXX, and the attorney refusing to petition the court to stay the judgment is XXXX XXXX of XXXX Hawaii XXXX. XXXX XXXX has stated he will not agree to stay the judgment, and Nationstar will not authorize its Attorney XXXX XXXX to petition the court to stay this judgment, so XXXX XXXX continues to accrue fees and costs. I am worried because Nationstar is still in a position to take my home from me if the Commissioner chooses to take possession, change the locks, and store my personal property, because Nationstar 's court order allows him to do this, and the Commissioner has refused to agree to any stipulation other than simple postponing setting the sale date. He can take my house at will, and this is Nationstar 's responsibility. The judgment should never have been filed, because I had a complete file at Nationstar when Nationstar filed its judgment against me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-04 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: United Collection Bureau, Inc.
State: LA

Complaint narrative:
I received a voice message on my iPhone yesterday claiming to be a debt collection agency and threatened to file charges against me tht I do not owe. 
I do n't know the people. Could not make out who they represent. 
The phone number is XXXX. 
I did not call them back as they asked me to. 

I do n't owe anything at all, not even income tax. 

I also had received XXXX bogus calls claiming to represent the Treasury Dept. saying that I owe taxes which I do not and I hung up.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
We have attempted to resolve this matter with the bank several times over the last 4 years. We have dealt mostly with XXXX XXXX at XXXX XXXX XXXX. The bank refused to take payments from us and also refused multiple times to give us a modification. The loan has since been transferred to Nation Star. XXXX XXXX XXXX, our previous servicer, we sued on the basis of attempting wrongful foreclosure the issue is now ongoing for 4.5 years with a foreclosure date of XXXX XXXX, 2015. This has caused extreme emotional distress on the entire family.. I have made repeated attempts to deal with Nation Star in an attempt to speak to someone in authority in order to work out a settlement agreement and I was never allowed to speak with anyone. I was at XXXX time on the phone with them for more than 2.5 hours trying to resolve something and was just passed from person to person all of whom told me the same thing. " that there was nothing they can do. '' There is still no resolution. The home is currently listed and there is a short sale offer pending.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I bought a house with FHA Loan through Nationstar after President Obama lowered the Mortgage Insurance Premium as of XXXX XXXX. I have made a couple payments at {$1800.00} with the MI of {$170.00} & taxes/insurance included because its mandatory to have an escrow account with a FHA Loan. Nationstar just raised my payment to {$2000.00} and they are stating there system shows mortgage insurance is supposed to be around {$290.00} a month, and the escrow accounts short. I have several calls into them and they are saying oh well the next analysis is n't for another year. I 'm being over charged now for mortgage insurance at which I signed HUD/FHA of MI payments at {$170.00} and paid {$4700.00} up front and not {$290.00}. Why are they still stuck on the MI rate when it was lowered by the US President XXXX months ago.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-31 00:00:00
Product: Debt collection — Mortgage
Issue: False statements or representation — Attempted to collect wrong amount
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
Nationstar is reporting false and misrepresenting a loan they 're servicing that was transferred from XXXX XXXX XXXX Home Loan servicing. 

On XXXX XXXX, XXXX, XXXX XXXX XXXX responded to an XXXX reinvestigation and has indicated Loan number XXXX has XXXX balances, paid in full, no historical data past XXXX and closed on XXXX XXXX. 

Nationstar Mortgage information should reflect the same data as XXXX XXXX XXXX 's to start. 

There has been no activity on the account since the transfer to Nationstar ( ie no payments, no agreements ).

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-07 00:00:00
Product: Debt collection — Credit card
Issue: False statements or representation — Attempted to collect wrong amount
Company: Portfolio Recovery Associates, LLC
State: IL

Complaint narrative:
I have been disputing a debt for many years with Portfolio Recovery Associates. I decided rather than dealing with their incorrect reporting and trying to resolve the issue with a company unwilling to ethically work with a consumer, I would pay the full amount they were collecting. I submitted a payment for {$1000.00} that I was told I owed since 2013. They withdrew only {$1000.00} from my bank account stating that they are not allowed to withdraw more than I owe and after further research the amount was different than what they had been trying to collect. My credit reports have shown the incorrect amount since 2013. The amount they had been collecting has been reported incorrectly for many years and has been disputed with all XXXX credit bureaus and verified with the words " Dispute resolved ; customer disagrees '' and " Consumer disputes after resolution '' added in the comments on my credit report.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
NATIONSTAR MORTGAGE HAS REPEATEDLY REFUSED AND CONTINUE TO REFUSE TO MODIFY MY LOAN DESPITE MY QUALIFIED ELIGIBILITY AND MY NUMEROUS REQUEST AND DOCUMENTS SUBMISSIONS. INSTEAD, THEY OPTED TO FORECLOSE ON MY HOME WITHOUT CAUSE, AND DUE PROCESS. I HAVE BEEN IN THIS MODIFICATION PROCESS WITH THEM SINCE XXXX XXXX, 2014. ALL DOCUMENTS HAVE BEEN TIMELY SUBMITTED. ****

Company response to consumer: Closed with explanation