vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-09-03 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: HW Holding, Inc
State: AZ

Complaint narrative:
account was paid off on XXXX/XXXX/15. Confirmation # XXXX. Need to delete this from my all XXXX of the credit reports.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-09 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
I have XXXX identical ARMs on XXXX adjacent condos. 
Ocwen purchased my ARMs and started adding a {$2000.00} insurance charge onto the Mortgage. Ocwen claims that my mortgage documents allow them do to this. They claim that unless I specifically disclose insurance on the interior of my units, they can insure the interior, and add their expense to my principal. They have refused to provide any signed documents that prove my responsibility to make a disclosure. They have already lost a {>= $1,000,000} class action settlement on this issue - they were charging people inflated amounts for insurance and pocketing kickbacks. 

XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-26 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: NJ

Complaint narrative:
On XXXX Ocwen Loan Servicing applied an " inspection fee '' in the amount of {$13.00} to my mortgage balance. This amount was added to the regular monthly statement on the XXXX statement. 
I phoned Ocwen on XXXX. I spoke with an agent and asked for documentation showing that I had agreed in writing to be liable for this charge. Several letters and many phone calls have been exchanged since my initial call on XXXX. To date, Ocwen has neither provided me with documentation proving that I am liable for this charge, nor have they honored my repeated requests to remove the charge from my account.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: VA

Complaint narrative:
Ocwen Loan Servicing LLC have been over charging me for escrow account by {$4900.00} per year. I have talked to ocwen call center staff in XXXX numerous times to resolve this but they have not resolved this issue and they are not able to communicate in this regard.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Ocwen Financial Corporation
State: OR

Complaint narrative:
We submitted our packet to Ocwen via XXXX XXXX XXXX XXXX XXXX XXXX on XXXX/XXXX/2015. They asked for additional documentation on XXXX/XXXX/2015. We provided requested documents on XXXX/XXXX/2015. As of XXXX/XXXX/2015, Ocwen is showing a complete financial package. Our housing counselor, XXXX XXXX with XXXX XXXX, has been in communication with Ocwen in regards to our file. In XXXX 2015, we became concerned because we were past XXXX days and still had no decision. We were told that we were waiting for a response from our investor, XXXX XXXX, and that it can sometimes take up to XXXX days for a decision. XXXX kept up contact every XXXX business days with Ocwen. As of XXXX/XXXX/2015, our last communication with Ocwen, we are still pending a decision. Our complaint is in the fact that it has been XXXX weeks, and we still have no decision. We have also submitted an escalation XXXX XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-14 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
XXXX Ocwen confiscated our XXXX Insurance check paid to us for damages incurred on our property. As homeowners, our mortgage is with XXXX which includes escrow account. XXXX XXXX made all checks payable us and XXXX, that make payments through our escrow account. When we initially send checks to Ocwen to endorse, they send it back insisting the new policy and IRS requirements is for all homeowners to endorse insurance check to the company to deposit into homeowners mortgage accounts for tax purposes. Unknowingly, we affixed our signatures and mailed the checks to them. After inquiring about the information given by Ocwen was not the facts, but them pulling mortgage fraud. We proceeded to inquired about everything. They proceeded to give us the run for XXXX and half month. The contractor pulled from our repairs due to nonpayment because Ocwen. We called Ocwen several times just be given the run around. Last when I called treating to report their action to law and newspapers about our lost, we received a call from them Ocwen, stating they mail checks to us yesterday with USPS, giving tracking number. Today I called Ocwen account information to check on our account, the automated system, acknowledged payments from us for total amount of our insurance claimed checks and also Informed us when our next monthly payments is due. This has prompted us to bring this matter to your attention. We are kindly requesting a complete investigation on our behalf in this important matters. XXXX and XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, Ga

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: FL

Complaint narrative:
I have been receiving calls from Ocwen Loan Servicing since XX/XX/XXXX. Every time I pick of the phone and answer. The call is disconnected. On XX/XX/XXXX I received a call from Ocwen Loan Servicing Agent Id # XXXX who advised me before listening or answering my questions stated, " That this is an attempt to collect, any information obtain would be used for that purpose. '' I immediately advised the agent that Ocwen had called me no less than 5 times in the past 10 days and that was harassment. The Agent respond and stated, " According to state law we can call and collect like this according to state law, and that it was also in my contract that was signed with Ocwen. '' I immediately requested a copy of the contract with my signature that allows them to do this and I also requested them to verbally provide me the state law that allows them to do this. The agent immediately placed me on hold for about 5 minutes and came back and stated that they were mistaken according to the FDCPA they were allowed to call like this. I immediately pressed the representative once again and asked what state law or statute allowed for him to contact me and harass me they way that I was being harassed? The representative was not able to give me a definitive answer. I advised the representative that I would be filing a complaint and that I would like a copy of the contract with my signature that states that they can contact me the way that had been contact me. At that point I terminated the call. I pay Ocwen every month and my mortgage is always paid by the last day of the month. I pay the late fee without complaining. There is no reason for this organization that already charges me {$15.00} in late fees and {$12.00} to pay to call me every other day harassing me about a bill that initially when the calls started I was n't even 2 days late. As a consumer this is unfair that I have to deal with these individuals who can barely speak English and then why I push them to provide me information they are unsuccessful. This is not fair nor right and something needs to be done. This organization is using words such as State Law to attempt to threaten consumers, because I am an individual who will challenge anyone whom I think is lying or is speaking in half truths. If average individual who may not like confrontation this organization could potentially being doing some shady things.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-04 00:00:00
Product: Credit card — 
Issue: Forbearance / Workout plans — 
Company: AMERICAN EXPRESS COMPANY
State: MO

Complaint narrative:
We appreciate this opportunity to file this complaint.This is an overview of our point of view in our dealing with AMEX. we had been paying on our account in a timely manner. in the fall of XXXX we made a payment 1 day late. We have been in the XXXX business for 30 years. The winter of XXXX was extremely harsh. we were unable to perform roofing work because of the adverse conditions. we made our XXXX payment of about {$14000.00}. This is a considerable amount to pay without being able to perform much work.In XXXX we made our payment of about {$16000.00}. again this is a considerable payment to make in the winter months without much work. AMEX allowed us a no pre-set spending limit. In XXXX we obtained work then ordered materials to perform the work. AMEX declined the cc charge with no warning. 
As a result we needed to obtain resources elsewhere to purchase materials. This was necessary for us to continue to have our business and make an effort to make a living. Our business was severely crippled by their actions. 
About that time we were told that our pay over time would not be available. We were also told that our credit limit was lowered considerably.These actions were done without notice. So now instead of being able to make our payment to AMEX it has been necessary to obtain funding from other sources in an effort to remain in business. That being said it has been not been possible to make a payment to Amex. 
We have talked to the AMEX representatives on several occasions. On the XXXX occasion we were told everything was determined with " ratio 's '' and with " formula 's ''. The representative wanted to know how much we could pay. When i replied, it was NOT enough. When i was asked when we could pay. When i replied, it was NOT soon enough. This belittling dialog went on for some time. We are a business and human beings.We should be treated as such.Not as " ratio 's '' and " formula 's. 
On another occasion i was treated in the same manner. We were told that AMEX could do what they wanted, the representative was sure that it was in the " fine print '' somewhere! 
We are not " deadbeats ''. Our track record with AMEX goes back to XXXX. They should take that, the winter weather conditions, and our determination not to lose our roofing business into account.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: Ocwen Financial Corporation
State: NJ

Complaint narrative:
On XXXX XXXX, 2015 I wired a mortgage payoff to Ocwen Loan Servicing as part of disbursing a refinance loan I closed. I own a title company and disbursing loans is a major part of my job. The payoff letter states that " ... upon our receipt of the entire payoff amount, Ocwen will execute a release and discharge of the Deed of Trust/Mortgage .... ''. The payoff was wired to Ocwen on XXXX XXXX, 2015, and as of today, XXXX XXXX, 2015 the mortgage remains open of record. I called Ocwen to try to resolve this issue and they told me that they will not speak to me about this matter, only the owner of the property will be spoken to. I am not in the habit of bothering clients to chase down their cancelled mortgage documents and I believe Ocwen is acting unreasonably in this matter. As part of my normal course of work I had to issue a title policy to the new lender at the time of the refinance, giving them XXXX lien position. I did not hesitate to issue the policy because I knew that I had paid the mortgage in full, recorded the new mortgage and the other tasks necessary to fund a loan. I now find myself not knowing what to do since Ocwen is refusing to help me. I am the person that ordered the payoff letter, so I must be an authorized party to speak with them. It is imperative that Ocwen cancel this mortgage of record.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
My deceased father had a mortgage with the servicer Ocwen. I am selling the home and when I requested a payoff, I was told that it was {$100000.00}. The purchase price of the house in 1978 was only {$100000.00}. Although my father refinanced the home, I believe that Ocwen has greatly inflated the payoff amount for the home. Will you please look into the payoff for me and make sure that Ocwen is asking for the correct amount. Thank you!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
Current mortgage company has increased my mortgage payment for an escrow amount I did not authorize, request, nor have any knowledge of before hand in the amount of {$1800.00}. My mortgage loan closed without an escrow account. I paid my insurance policy in full at closing. Any communication between my then insurance agent XXXX XXXX XXXX XXXX and mortgage company Ocwen , was not communicated to me. After the loan closed in XXXX 2015, Ocwen issued a check to XXXX XXXX for {$1800.00} which I did not authorize nor was informed of. Current mortgage company XXXX acknowledges this account is not escrowed from inception date. There was an active and paid Homeowners policy in forced at time of closing.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-08 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: FL

Complaint narrative:
3 to 4 yrs ago, XXXX XXXX transferred its Equity Line of Credit loans to Ocwen Servicing Center. Beginning in XXXX, 2013, up to present I have repeatedly requested that any access payment made above my regular payment be applied directly to the Principal. This is not being done. Instead, when i call to make the next months payment to make the interest payment ( as the account is set up to pay interest only and any overage going directly to the principal ), but because the overage paid from the month before is not being applied to the Principal, an incorrect interest amount is being shown due to Ocwen 's failure to apply the funds to the Principal. This is an on-going issue and i have been to Supervisors, Managers, the Escalation Dept., etc. and this problem has still not been resolved.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-11 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: AZ

Complaint narrative:
My original home equity loan was with GMAC. Everything with them was perfect. GMAC sold the loan to Ocwen a few years ago. Ocwen handled the loan correctly at first, but for the past three months they have sent me monthly emails telling me that they have received my loan payment. I did n't request this, and I do n't need this, since I can tell from XXXX Ocwen 's website and from my checking account bank that the payment has been made. I would n't mind about the extra confirmation, except that Ocwen puts my full name, property address, and complete loan number in the unsecured email. I have called and emailed Ocwen several times, but the people I talk to do n't understand XXXX well enough to fix the problem. When they send me an email to discuss the problem, they put my full account number in it as well! The latest CSR told me to remove my email address from my profile, which is n't possible to do. 
Please, is there anything you can do to get Ocwen to stop sending secure account information in an email?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-01 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: M&T BANK CORPORATION
State: NJ

Complaint narrative:
Hello Sir /Madam ( To whom it may concern ) I opened a checking account and a safe deposit box in XXXX XXXX XXXX in XXXX, XXXX NJ XXXX in XXXX which was closed in XXXX, in XXXX XXXX XXXX was taken over by M & T bank , And yesterday when I went to bank asking for the copy of the log book of access to safe deposit box, branch manager XXXX ( XXXX ) XXXX ( XXXXXXXXXXXX ) said they can not get it as the bank is changed and she called and emailed few places and said she will call me back and update me and today she left me massage that she can not get that information, as I know bank has to maintain the record for at least 5 years by law, and I need this information to provide it to court for some family dispute and its very important, is there any way CFBB can help me getting information from them. 

Thank you 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 2017-04-03 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: Thunderbird Collection Specialists, Inc.
State: AZ

Complaint narrative:
About 8 years ago, I lost my house to foreclosure ( surprise surprise ), and when I was in the process, I stupidly asked the HOA if I should pay them after I had vacated the property. They told me no ... 
So I did n't, long story short I should have paid them for the time between when I vacated and when the property was actually foreclosed on. I tried to pay them but they would jack up the amount each time I did, adding fees and interest. they took me to small claims court, and tried to sue me for an amount that was nearly XXXX the original amount, judge had me pay the original amount plus some fees, but not the jacked up difference. I then paid that amount, but they sold the difference to a collection agency. 
I have the paperwork for the court saying the debt is paid in full, but this collection agency has been chasing me for years, and now they have brought my wife into it, by putting the debt against her, so its dinging her credit, even though we married long after I had bought the home, and was never on the hook for the mortgage, deed, hoa, or anything and during any of the legal proceedings had nothing to do with it. it only happened about a year ago when we were doing our yearly credit check, and we saw it show up on her credit.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-28 00:00:00
Product: Mortgage — Other mortgage
Issue: Settlement process and costs — 
Company: Ocwen Financial Corporation
State: MO

Complaint narrative:
Why is Ocwen sending me statements for a mortgage paid in full and Why have n't they released the lien in my house? 
They need to collect the {$260000.00} and {$60000.00} from first XXXX and {$35000.00} from XXXX paid twice and arrow and ozark financial who had NO security interest in any property I EVER owned and any funds paid to XXXX after XXXX. ANY funds paid to XXXX XXXX that were not directly paid to the amount shown on the statements I received from them. REFUND WITH INTEREST ALL payments to XXXX XXXX or any payments made to my duplex at XXXX XXXX including escrow payments that are NOT included in the loan on my HOUSE. OR ANY Duplicate payments EVER made. By anyone to my property.and including any payments made to properties I DONT own. 
I had a {$260000.00} loan to which I paid {$360000.00} and {$510000.00} to the loan I paid off. 
I paid all of the principal balances back to all of the prepaid credit and interest ito the amounts added to my mortgages. I did n't owe interest on any escrow added back to my loan. The field adjustments added to the modification on my house were already paid to XXXX XXXX XXXX, XXXX XXXX and midland. I do n't want to borrow HAMP incentives and I want the payments I made to XXXX applied to the 2004 payoff and {$23000.00} I did n't owe XXXX and credit for the payments made to XXXX XXXX for the {$32000.00} field adjustments plus the {$9400.00} escrow and any other part of the {$41000.00} payoff on my duplex. 
I want credit for all of the {$49000.00} and {$18000.00} paid to XXXX and {$5700.00} + {$33000.00} paid to XXXX and {$24000.00} + {$15000.00} paid to XXXX I WANT CREDIT FOR ALL OF THE {$840000.00} cash payments I made to XXXX properties serviced by Ocwen ( for the final servicers of loans with ; XXXX XXXX and XXXX XXXX ). 
And the funds from the foreclosure of my duplex with any escrow used or paid from or by any of these servicers.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-14 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: MN

Complaint narrative:
OCWEN MORTGAGE SERVICING IS HOLDING PAYMENT OF THE POLICY LIMITS FOR UNDISPUTED DAMAGES TO OUR PROPERTY DUE TO FIRESINCE XXXX XXXX, 2014. WE HAVE CONTACTED THEM IN WRITING XXXX TIMES SINCE XXXX SUPPLYING UPDATES ON THE REBUILD AND PROOF OF PAYMENT. THERE HAS BEEN NO RESPONSE OR REQUESTS FROM OCWEN REGARDING OUR COMMUNICATION NOR HAVE WE RECEIVED OUR CLAIM CHECK.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-27 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: First Associates Loan Servicing LLC
State: PA

Complaint narrative:
I graduated from XXXX XXXX in XXXX, 2014. In XXXX, 2014, I received a letter from PEAKS Private Student Loans stating that I was nearing a default status on this loan. I was completely unaware that I had taken out this loan, as this was the first correspondence I had received from this agency. When I began attending XXXX XXXX, I was coerced into taking this loan because if I had n't, I was informed I would have to either pay out of pocket or drop out of school. Additionally, I was not informed about the terms and conditions of this loan, the high interest rate, nor the fact that this loan can not be consolidated into my Federal Loans. 
I called the agency, and they stated that they only contacted lendee 's via e-mail. I began the dispute process with a credit repair agency, and PEAKS refused to accept the dispute. My credit score dropped, which prompted me to dig further into this agency. It was brought to my attention that there are lawsuits being processed with XXXX XXXX. I again contacted PEAKS student loans so we could discuss possible repayment options, and they informed me that I am XXXX days delinquent, and I have not received notice to that effect. This lender will not allow me to consolidate this loan with my Federal Loans. They are also requesting that I pay a monthly payment that is more than 400 % of what my Federal monthly payment is. I am a single mother who is simply trying to make a better life for my daughter, and each paycheck is carefully accounted for. I just want this loan to be more manageable, and I wish this agency would have contacted me prior to my loans reaching default.

Company response to consumer: Closed with explanation