vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-04-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
I tried to apply for a loan modification and was turned down because I was n't behind in my payments. My property taxes have tripled and I was trying to get the bank to escrow the taxes and insurance. After speaking with them, I could not do either. I have had the mortgage since XXXX. On XXXX XXXX, XXXX, BOA called me at work to ask me when my payment was going to be made. It was supposed to be made on the XXXX, however, XXXX Bank scheduled it for XXXX XXXX ( XXXX day late ) because I missed the cut-off time for the payment to be made on the XXXX. I have never missed a payment in 20 years and this was the very first time I was late and not due to my fault. I am furious that BOA is harassing me for XXXX payment which will be made tomorrow, XXXX XXXX after 20 years of NEVER paying late. I want them to stop.

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 monetary relief
Consumer complaint received 2016-09-13 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
As is normal now, I received an email from Bank of America that my financial info may have been compromised at an 'undisclosed merchant. ' The bank and merchant should be be disclosed, so I can decide how to proceed. Not having to disclose the merchant helps remove certain accountabilities. 


Security Alert : We 're Issuing You a New Card To Help Keep Your Information Safe We 're letting you know your card may have been part of a compromise at an undisclosed merchant. This does n't mean that fraud has or will occur on your account and as always, you are not liable for fraudulent transactions when reported promptly. However, as a precaution, we 're issuing you a new card which will arrive soon. 
You may continue to use your current card until your new card arrives. Once you receive your new card, the old one will no longer be valid. Please activate your new card as soon as you receive it. Keep in mind, your current credit card will deactivate on XXXX/XXXX/2016. 
Your security is important to us We 're continuously monitoring your account ; however, if you do notice any charges you did n't make, please call us at XXXX, 24 hours a day, 7 days a week.

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 2016-10-20 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
My debit card had an unauthorized charge by XXXX which caused the account to go negative. Bank of America immediately hit me with a overdraft fee. First I called XXXX, their customer service people quickly admitted the error and issued a refund which would take 2-3 days to process. I then called Bank of America, they said they would n't do anything until all the transactions posted then they would refund the overdraft fee and remove it from my records. So I waited until then, I have since called them three times, once I was on hold for so long I gave up, the 2nd time I kept getting bounced around different people. One dept says since it was n't technically a fraudulent charge they ca n't do anything, another dept says they ca n't do anything because they state that this in fact a fraudulent charge and the other dept needs to issue the credit. The 3rd time I was hung up on by the employee.

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 2015-12-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I have REPEATEDLY complained that Bank of America has not sent me a mortgage statement in, now, 3 years. They constantly confirm the coorect mailing address of XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX and insist that they are mailing the statements there, but I continue to not receive them. I have no idea what the monthly payment is or if it has changed. They also continue to post late fees for what was THEIR error in XXXX taking my mortgage payment and applying it to a credit card instead of the mortgage then threatening me with destroying my credit and foreclosure.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-01-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: LA

Complaint narrative:
My monthly payments are steady going up and I received no notice when my loan is due to be in repayment status and most of all instead of them consolidation get into XXXX loan I have XXXX multiple loans.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
In XXXX 2016 I was notified by Bank of America , N.A . that the flood insurance on my property in North Carolina had " expired or was canceled '' and XXXX threatened to purchase flood insurance on my behalf. Due a medical family emergency I was away from home and unable to attend to personal matters until recently. I contacted XXXX on XXXX XXXX and XXXX, ahead of their XXXX XXXX, 2016 deadline and offered to email the insurance documentation to them since I did not have fax access from the hospital. I was informed that this would be too late since there was a 10-day processing time - something not mentioned in the notification to me. My XXXX company subsequently faxed the information on the XXXX, but again this will not allow for the processing time, BOA suddenly demanded. This is an annual occurrence with XXXX and while they have held my mortgage for several years, BOA claims annually that the flood insurance has either been discontinued or is insufficient - which is clearly not the case. I own XXXX other properties, however, have never experienced any problems such as I do with BOA. BOA 's predatory lending and insurance practices are simply unacceptable and it is a way for XXXX to essentially enrich their business by " purchasing flood insurance on my behalf ''.

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 2016-04-25 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
XXXX XXXX IN THE EVENING TIME I HAD LOGGED INTO MY BANK OF AMERICA ACCOUNT ONLINE TO SEE THAT THERE WERE FRAUDULENT CHARGES FROM A XXXX XXXX A XXXX IN THE TOTAL AMOUNT OF XXXX. AS SOON AS I SAW THIS AND REALIZED THAT MY DEBIT CARD HAD BEEN STOLEN FROM ME BY WHO I STILL PRESUME TO BE IN CONNECTION TO MY OLD ROOMMATE AND HER FRIENDS. BANK OF AMERICA IS NOT 24 HOURS SO I COULD NOT GET IN TOUCH WITH ANYONE BUT THE AUTOMATED PHONE SYSTEM SAYING TO CALL BACK DURING BUSINESS HOURS. 
SO THE ONLY THING I COULD DO TO PREVENT ANYMORE FRAUDULENT CHARGES IN MY ACCOUNT WAS TO LOCK THE CARD WHICH A FEATURE THAT BANK OF AMERICA HAS ONLINE TO PREVENT USAGE OF THE CARD. I CALL THE NEXT BUSINESS DAY TO DISPUTE THE TRANSACTIONS AND A COUPLE OF DAYS LATER I WAS REFUNDED HALF OF THE AMOUNT IN WHICH BANK OF AMERICA A COUPLE OF WEEKS LATER HAD TAKEN BACK THE CREDITS REFUNDED IN THE AMOUNT OF {$1500.00} SAYING THAT NO ERROR HAD OCCURRED BECAUSE MY PIN WAS TYPED IN CORRECTLY ALLEGEDLY WHEN I AM THE ONLY AUTHORIZED USER HOWEVER DUE TO BEING OUT ON THE WEEKEND, IT WAS POSSIBLE FOR SOMEONE TO HAVE BEEN OVERLOOKING MY SHOULDERS BECAUSE THAT IS THE SAME TIME THAT MY CARD WENT MISSING WHEN I WAS WITH A GROUP OF FRIENDS AND FRIENDS OF FRIENDS. I HAVE ASKED THEM TO TAKE ANOTHER LOOK AT THE CASE AS THIS WAS CLEARLY FRAUDULENT AND SOMEONE HAD COMPROMISED MY INFORMATION TO EXTRACT FUNDS THAT I HAD NO PRIOR KNOWLEDGE TO NOR HAVE DEALT WITH BEFORE AND SO BANK OF AMERICA DENIED MY CLAIM AND REFUSED TO GIVE ME MY MONEY AND STILL IS AN ONGOING FIGHT TO GET MY MONEY BACK THAT I DID NOT PARTICIPATE IN OBTAINING AND THAT I AM A VICTIM OF FRAUD.

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 2015-10-27 00:00:00
Product: Debt collection — Medical
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: Navient Solutions, LLC.
State: MN

Complaint narrative:
Pioneer Credit Services obtained a debt in XXXX and sent notice to an address last reported by my credit report in XX/XX/XXXX. When I received the first notice from them postmarkedXXXX/XXXX to my current address ( as reported on my credit report starting XXXX ) it was a notice for XXXX and an opportunity to request a hearing. I contacted them immediately and asked for proof of debt. The requested for records, but threatened to continue to advance in garnishing my wages as the 30 day window after they obtained my debt, was the window I had for requesting validation. Had they not sent the notice of debt accrual to a known 4 year old address I would have responded requesting validation of debt within Pioneer Credit Services time frame. Now since they are threatening to garnish my wages, I have to request a hearing in court. I have filed disputes with the credit agencies.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-08 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
My husband and I have been advantage customers with Bank of America NA since XX/XX/XXXX. One of the advantage checking accounts was suddenly closed down on XXXX XXXX, XXXX. I called Bank of America customer service and was transferred to XXXX other departments : Risk ID Support Center, Checking account Fraud Dept, Credit/debit Fraud department all which gave me no answer as to why the temporary freeze of the account. I spoke to different levels of authority and got only as far as to have a reference assigned # XXXX and that someone named XXXX XXXX in the Corporate Security Dept was to handle it. No one that I spoke to knew an extension number or was able to get a hold of that person or offer me any explanation as to why the sudden freeze of the account. This account is tied down to 12 automatic payments and a direct deposit. This sudden freeze is causing mayor financial hardship and worse of all no answer to all the contacts I to reach out to. The financial institution should be held liable for any hardship this has caused us. They are trusted with the handling of any money we deposit and make payment to accounts both personal and business accounts. To suddenly STOP that flow is outrageously disturbing and causing mayor financial and emotional distress. No financial institution shall have the sole authority to intervene in a personal checking account without cause and without a prior warning.

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 2016-12-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC.
State: OH

Complaint narrative:
I submitted for a deferment with Navient which was approved. I was not made aware that the deferment did not cover all accounts through Navient. XXXX loan accounts went past due without any notification to the submitted contact information causing my credit score to be reduced XXXX points. The past due amount was quickly remedied but Navient refuses to take any blame for the miscommunication and remove the credit reporting. On attempts to call Navient, they claim that their credit reporting department has " no phones and you can not discuss this situation with a live person '' which I believe is a serious offense to not even be able to speak to anyone regarding the situation. I have taken the necessary steps to dispute through XXXX and by mail but I get the same canned, automated denial. I am taking the necessary steps to remedy this situation and just want the negative credit reporting removed. I do not want to move to litigation because I feel I have been wronged and violated.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-01-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: FL

Complaint narrative:
I have multiple federal loans from attending school i was mislead by admissions and financial aide. I was told that i had enough XXXX XXXX to cover the cost and found out much later that is not the case. I was also mislead by job placement rates and the fact that the credits were transferable they are not in fact my XXXX isnt accepted anywhere I would actually have to take XXXX more course to be considered having an XXXX by anyone other than XXXX. I can not continue my education due to these loans. Ive tried forbearance but the intrest rates keep increasing, My payments are expected to be ove XXXX a month for just one of the loans.I am a single parent of XXXX Children. I can not afford this. Ive filled out and sent in multiple documents to have it changed to include the benefit letter for public assistance and food stamp issuance and living in section 8. I can not find The expected job using this degree. I have tried to postpone payments but in doing that comes late fees and more interest.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-13 00:00:00
Product: Credit card — 
Issue: Closing/Cancelling account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Bank of America closes an 18 years old checking account that has an impeccable record for its entire history. Bank of America cites " business decision '' .without giving any specifics. The closure of the checking account has led to the closures of XXXX credit cards issued by Bank America. All Earned rewards are confiscated and Pending rewards are forfeited. 
Please see attached write up for the details of the complaint.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
My mortgage loan is currently serviced by Bank of America. I have applied for a HAMP loan modification on numerous occasions. Recently they issued a denial citing negative Net Present Value XXXX NPV XXXX as the reason - see attached. The principal component of the NPV denial is not described, leaving invalidity to their claim. I have asked them to clarify their reason for NPV and they have failed to respond. I also filed an appeal on this matter ~ see attached. Per my conversation with XXXX in the appeals department ( ID # XXXX ), B of A is refusing to acknowledge the appeal and address it. Bank of America is in violation of the National Mortgage Settlement due to the lack of transparency during the HAMP underwriting process. It is clear that they are motivated to foreclose due to the $ XXXX equity in my property. Per HAMP guidelines, I should definitely qualify under HAMP Tier 2. I do not want to lose my home and I am seeking your assistance on this matter.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-02 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
Navient reporting 120 day late payment when I have been on required auto debit from my bank account. I have filed a credit dispute with them since I have proof that Navient misapplied my payments and I was told that they would remove the late reporting and they never did. Navient has denied my claim to remove this late reporting.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-25 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: LA

Complaint narrative:
I have made several additional payments to Navient on my student loan. I elected to have these payments applied to the loan principle. I noticed that on at least XXXX occasions these payments were applied entirely, or partially, to interest. When I contacted Navient they told me this was done because the loan was past due, which was not true. It clearly states on the payment history that there were not late payments, as my minimum payment is automatically drafted out of my checking account each month. I pointed out that I could see at least XXXX consecutive payments prior to XXXX such occurrence of the payment being misapplied. After I was lied to by the representative, I requested to speak with a supervisor. The representative originally denied my request, but eventually connected me to a supervisor who informed me that she was unable to even see the additional payments on her system. The supervisor identified herself as XXXX # XXXX on XXXX/XXXX/15. I took screenshots and emailed them to her, and she acknowledged receipt of the images and stated that she would look into these payments and follow up with me when it was resolved.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-05-07 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't get flexible payment options
Company: Navient Solutions, LLC.
State: TX

Complaint narrative:
I am being harrassed by Navient about a student loan. I filed bankruptcy and this loan was put on hold. Since coming out of bankruptcy, I receive calls twice a day about my student loan. I have contacted the company and told them I can not pay what they want monthly. I am sending payments according to my finances. I am a senior citizen and am on a fixed income with a lot of medical bills.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-24 00:00:00
Product: Debt collection — Non-federal student loan
Issue: False statements or representation — Attempted to collect wrong amount
Company: Navient Solutions, LLC.
State: VT

Complaint narrative:
I 've had several issues with Navient. I took out my loan with XXXX XXXX in 2011 as a XXXX study loan. The problems started with XXXX XXXX and continue with Navient who took over my loan at some point and I was never informed until way after the fact. 

Since I opened the account I 've got little to no information about my loan. I 'm getting infrequent information and mixed messages about the actual amount I owe. I keep getting letters telling me to sign into an account I never set up to see something from them. I do n't have an online account so I have no way of accessing the information. I get almost no mail from them in fact for over 2 years I received absolutely no mail from them. This month I got my first letter from them that actually has an account number on it since they switched my account to Navient. Prior to which I could n't pay my account via my banks bill pay. In the past 2 years I 've literally only gotten XXXX bills sent to me with payment amounts. 

I 've asked to receive my corespondence by mail. Still I get e-mails telling me to check an account that I did n't make and ca n't open and no useful corespondence. 

I also have informed them several times of my new married name and they have made no attempts to correct it on their records. the few letters I do receive are incorrectly addressed. 

Furthermore from time to time I will receive persistent harassing phone calls from them. From early in the morning ( some as early as XXXX I believe ) to late at night they will often call me 6 or more times in a day everyday for months straight. I wo n't be able to identify who is calling so I never pick up but the voicemails are all recorded messages Identifying themselves as Navient employees. There are XXXX-XXXX different versions but it is always the exact same messages name plus company and phone number. The messages were exactly the same when it was XXXX XXXX as well including the names of the employees but with the company being XXXX XXXX not Navient. 

Finally the few times I have gotten answers as to how much I owe and what my payment should be the information has been contradictory. I 've gotten told different amounts that I owe for the same month and have no clue what my current repayment plan looks like or how much I should be paying. I ca n't make informed decisions without accurate information. The few payment receipts I 've gotten do n't show my total loan so I have no clue if things are being applied correctly to my account.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: TX

Complaint narrative:
My loan balance, has increased considerably over the last year, I was told would have a smaller monthly payment, that has not ever happened.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-14 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
I have a credit card is a no fee card, but I have been charged {$59.00} a year for 4 years. I called and was unable to speak with a supervisor. I cancelled the card. They stolen money! This is illegal

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-06-04 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
I made a normal checking account bank deposit at my regular bank branch of {$5500.00} which included a check made out to me for {$4000.00}. The deposit was accepted, but then later I received a letter in the mailing saying the {$4000.00} check was being reduced to {$400.00} XXXX see enclosures XXXX. The check quite clearly says $ XXXX on the XXXX line and " XXXX XXXX '' on the XXXX line. I took this letter to my bank branch and they seemed to agree with me that {$4000.00} was correct, but then I got a XXXX letter saying they would not change it.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief