vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-05-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
I recently received an unsolicited letter from Quicken Loans notifying me that I was " prequalified '' for a {$99000.00} 15-year loan to refinance my current mortgage ( actually a HELOC ) at a rate of 3.125 %. I called Quicken and asked how it was determined that I was prequalified, and the representative I spoke to said she did not know. When I gave her preliminary financial information, she said I was not eligible for that " product '' but was a good candidate for a 30-year loan at a rate over 4 %. I agreed to apply and authorized a {$100.00} charge on my credit card for a deposit on an appraisal. As I hacked my way through the insanely detailed application process, Quicken updated me, demanding ever-increasing documentation and telling me that I would have to close out my credit card accounts in order to bring my debt-to-income ratio to acceptable levels. Declining to cancel my XXXX credit cards, on XXXX XXXX I withdrew the mortgage application. When a local appraiser engaged by Quicken called me to schedule an appraisal, I informed him that I had withdrawn the application. However, Quicken charged my credit card {$390.00} for the appraisal. A " customer relations '' person at Quicken told me, after I withdrew the application, that he would look into the appraisal charge. But I have not received a credit. It seems that, after doing a bait-and-switch marketing ploy, QL hounds people to apply for loans on less generous terms. It does not inform applicants that they must close out current debts to meet XXXX and XXXX standards, since that would defeat the whole purpose of refinancing. ( This may be beside the point, but my credit card debt is not large or suspicious. XXXX of the cards is at zero percent interest, so I have no incentive to pay it off ; the other I pay in full every month, as I have for 20 years. My quarrel here is probably not with Quicken but with XXXX and XXXX. ) Most important -- and this is a separate problem that 's flat-out illegal -- QL levies unauthorized charges for appraisals not performed.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-10 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: MO

Complaint narrative:
This file was opened 27 weeks ago in XXXX, the online platform used to negotiate short sales. Since that time, though the file has gone to underwriting five times, the file has yet to be deemed a complete file. Nationstar appears to be reviewing single documents or single pages of documents instead of an entire file. I have persistently asked that this file be considered 'complete ' for a short sale. I have submitted files and documents for months! Time to make this a complete file.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
I had an insurance claim and Nationstar Mortgage is listed on all of the checks. I had to send the final check for withheld deprecation to them. They have been holding the check for months and they refuse to release it. They tell me something different everytime I call. I was told they would release the funds when the inspection came in at 90 %. The inspection came in at 97 % but they still refuse to release funds. They wanted paid in full receipts for the work and I sent those. They refuse to release my money and they continue to request the same documents over and over again. They are determined to keep my money.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
We went online to get our tax statement from the mortgage company online and see our monthly balance for payment has an increase of $ XXXX. It says not enough money in escrow. We purchased a house 2 years ago. After the first partial year of having a mortgage, we received a letter with a check from NationStar saying your escrow is too much, giving us {$2400.00} plus reducing our escrow account by another $ XXXX. I called them and said this seems like a lot of money, are you sure you wo n't short us or in future years jack up our rates. The response oh no, we are pretty good at this and it shows we do not need this money. So you can apply it to your principal or cash it, its your call. So we put it in our savings. Now this year, no notice, although their online system says they sent a letter on XXXX, never received it, that our escrow is short. So now they need {$2700.00} dollars to cover the shortage, plus raising our monthly escrow amount. All this equals $ XXXX increase. Now we only have 10 days before our insane mortgage payment is due.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-08 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: Experian Information Solutions Inc.
State: SC

Complaint narrative:
I was a student at XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. A school official applied for a XXXX Student Loan ( Private ) in my name providing an e signed loan application for {$21000.00}. The loan was obtained for the school period of XXXX XXXX to XXXX XXXX, a period for which I was not enrolled ( documentation provide by the school registrar ). I had no knowledge of the loan until learning that I had been turned over to a collection agency about a year ago. When I requested debt validation, the debt collection agency ( XXXX XXXX XXXX ) was only able to provide a copy of the loan application with no transcripts or master promissory note. All attempts to resolve have proven unsuccessful. With fraud report ( police ) and verification none of the partied involved will accept responsibility or liability for the actions of whomever applied for this loan. I have spoken to XXXX XXXX the loan servicer, XXXX XXXX XXXX ( the current collections ), and a representative of XXXX XXXX XXXX XXXX SC . XXXX XXXX XXXX reported to me after submitting the requested documents ( certified ) via phone conversation that my case was " special '' and had been referred back to XXXX XXXX. The representative from XXXX further advised me that XXXX XXXX was not bound by any regulations to respond in a timely manner " they could take as long as they want '' but they " XXXX XXXX XXXX '' would continue to report to bureaus. All have parties have been provided with documentation as well as XXXX, XXXX, and Experian. Despite the preponderance of evidence of fraud, they continue to report, refuse to update/remove, and will not offer resolution to matter.

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 2015-06-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My monthly mortgage payment has gone up from {$600.00} per month to {$620.00} per month. When I called Nationstar asking why, I was told that my condo had a newly assessed value. I am assuming that the newly assessed value and increase in my payment is direct retaliation for the filing of my last complaint with the CFPB about this shady company. 

My old {$600.00} monthly payment was broken down as follows : Principal $ XXXX $ XXXX Amount ( for Taxes & Insurance XXXX XXXX XXXX Monthly Payment $ XXXX new monthly payment is broken down as follows : Principal $ XXXX $ XXXX Amount ( for Taxes {$63.00} per month & Insurance {$37.00} per month ) = $ XXXX Monthly Payment {$610.00}. 

However, I am being billed {$620.00} per month, starting XXXX XXXX, 2015, not {$610.00} per month. 

When I inquired about the increase in payment, I was not given the current value of the property that the tax amount is based upon, and in addition, I was told that Nationstar has some goofy rule that allows them to keep up to two months of tax payments in the account even though they do not go to the taxing authority. I was told that this was also the reason why my payment has gone up. When I ask these questions, I either get someone on the phone who does not understand the question, and/or I get transferred all over the place. 

Here is what I want : The value of the property that Nationstar is basing their taxes on. They keep pushing me to the taxing authority to get this value yet Nationstar has that information readily available, otherwise they would not be able to generate the tax amount. 

The law or rule in Nationstar 's possession that gives them the authority to withhold XXXX months of tax payments. The law or rule that says they can not give me the value of my condo from their perspective. 

An explanation as to why my payment went up from {$600.00} per month to {$620.00} per month. 

It is this sort of shadiness that makes people wary of the mortgage business. It is time this behavior stopped.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I received a letter from Nationstar Moartgage LLC, my current lender on an investment property located at XXXX, XXXX XXXX, XXXX XXXX, CA. The letter from Nationastar states that I could lower my monthly payment by {$160.00} with the same terms as my existing loan, and more importantly, with no costs to me. 

Because of the lower payment, I called Nationstar and talked to a loan specialist called XXXX. Once I started talking to XXXX, then I realized this is a " bait and switch '' scheme. He told me that my current loan is very favorable and can not get me a lower payment with a new loan. He then tried to get me to sign up for a new loan, with either fees upfront or a shorter term for a lower rate.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-06 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
The servicer continually claims that the complaint is similar to previous complaints and then proceeds to NOT send the documents requested in the QWR and RESPA request. I have submitted multiple QWR to the lender requesting items required to validate the debt and to validate the actual transfer of the servicing of the loan to them and also to validate the note holder. I also have requested specific information required to validate the accounting that goes ALL THE WAY TO THE ORIGINAL LENDER ( they claim they do not have the accounting of fees, interest, charges, payments that go beyond them and maybe XXXX XXXX XXXX ). Additionally, I requested that the transfer and assignment documents be certified as correct by an executive authority for the note holder or servicer. I have requested that they provide documents showing that they notified me of my opportunity to apply for the National Mortgage Settlement program due to acknowledgement of errors and actions thru the National Foreclosure Fraud program in which there was compensation sent forward to me. The servicer continually avoids sending the requested information in total and then responds as if they have satisfied the QWR and provided all the documents. In short, validation of the debt and facts are not able to be accomplished due to their refusal to provide adequate information. They fail to send information requested and repeated send copies of the original note and then the assignment and transfer document for XXXX XXXX XXXX. THEY HAVE REFUSED TO SEND THE NAME, ADDRESS OF THE INVESTOR OR NOTE HOLDER WHILE CLAIMING THAT the letter received from XXXX is not part of XXXX. XXXX is claiming that they are NOT the note holder and have no records of the property or of me in their complete system. At present, XXXX is showing that XXXX is the servicer of the loan and that XXXX is the note holder. SPS claims that the servicing was transferred to them but will not send anything other than their own letter claiming that the servicing has transferred. They claim that they are not shown as the servicer in the XXXX System because the loan was in foreclosure and it was transferred out of that system due to that. However, there was no foreclosure in place at the time of the aledged transfer of servicing and the audit of the XXXX system requested would verify that along with any removal of the file from their system. In short, the items required and requested repeatedly have not been provided as allowed thru the law. Request complete investigation into the loan and all actions by both XXXX XXXX XXXX and Select XXXX XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: VA

Complaint narrative:
I recently refinanced with my mortgage company Nationstar. During the process, I had to provide them with my current XXXX XXXX policy to be updated with the new loan number and for my escrow information. We completed the refi process and set up the escrow account. Prior to my first payment being due, I received a letter from Nationstar stating that they did n't have my Homeowners info and that they would be placing lender paid insurance on my account, causing my monthly payment to go up. I know that I provided the information or else my refi would have been approved. I refinanced another property that I have with Nationstar a few years and I ran into the same issue. One time is a mistake, 2 times is a trend of how they operate. It is my belief that they are doing this to unsuspecting homeowners and some how benefitting from the lender paid insurance. I ca n't prove this yet but its too coincidental. I tried to speak with my employees at Nationstar and they are promising to correct my situation, but I believe that it is bigger than that. I work in the mortgage industry and understand the process. If someone else did n't have that knowledge they could easily see their payments jump up and not know why or how to resolve it.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-24 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
I applied for a loan modification with Nationstar Mortgage Loan number XXXX. On XXXX XXXX we were approved for a 3 month trial modification, however the payments were only XXXX per month lower than the prior payments, but, I was informed that there was an escrow shortage and an additional payment of {$61.00} as a result my monthly payment was going to be {$6.00} less per month and would be extended by 1 year. XXXX XXXX my dedicated loan specialist told me I could request an appeal by mailing a letter and updated proof of income to Nation Star Customer Relations. It could take up to 30 days to receive an answer. I sent a letter with updated proof of income that was received by Nationstar on XXXX XXXX. Today XXXX/XXXX/2015 I called Nationstar and was told a letter was mailed yesterday. The customer service rep e-mailed me a copy of the letter that informed me that they made no errors and If there has been a change in circumstance due to reduced income, Nationstar may evaluate the account for assistance with an updated complete application ; however, another approval is not guaranteed. Should you wish to reapply for payment assistance using updated financial documents, you may provide the enclosed. Borrower Response Package within 15 days from the date of this letter using the information listed below. 
They are basically telling me the same thing I was told 2 months ago and are asking for the same documentation I sent to them back in XXXX. The letter also says I am 6 months behind on my payments which is not correct because I made XXXX payments of a 6 month repayment plan that were not properly applied to my mortgage balance which is causing more damage to my credit rating and I believe my mortgage principle is not being reduced by the correct amount.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
We submitted a short sale for unit XXXX in the XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX back in XXXX 2014 to Nationstar Mortgage, XXXX XXXX XXXX XXXX, XXXX, TX XXXX. This company has been very uncooperative and made us resubmit the same paperwork multiple times, while not performing their due diligence, making it impossible to conclude the sale of the unit. They created a paperwork nightmare and forced us to auction the unit knowing in advance that the property would not fetch a better offer. Consequently, the buyer is prepared to retract his offer which already happened in unit XXXX located on the same building which had a similar offer and is also owned by the XXXX owner. 

Nationstar Mortgage is responsible for the offer of unit XXXX to be annulled and is also responsible for the offer for unit XXXX to be on the verge of being annulled. We are not sure why they creating all these barriers as we worked with them in good faith. Please help us to speed the process and asked them to stop playing these games. Thanks, XXXX XXXX ( owner ), XXXX XXXX ( 3rd party ), XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-24 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA

Complaint narrative:
This property has been under contract since XXXX XXXX, 2016. Select Portfolio Servicing is the second lien holder. The first lien holder XXXX XXXX has approved the short sell and is granting the second lien holder {$6000.00}. 

The first lienholders short sell approval will expire on XXXX XXXX. SPS is dragging the process out and it appears that every 30 days they are asking for the same document over and over again to prolong the process. We have sent the letter of authorization at least four times and they have requested it again yesterday asking to include the listing agent 's name. Any other lender would 've asked for this to be included back in XXXX when the property went under contract. 

Can you please assist in making SPS escalate this file? As stated above the first lienholders approval will expire on XXXX XXXX, 2016. We have asked for an extension and hopefully this will be granted that the closing must take place on or before XXXX XXXX, 2016. Thank you for your assistance with this matter.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
I recently received a year end statement from Nationstar Mortgage. Since the company will not answer any question and outside of this year end statement, no information was given too me when requested, I am requesting to know when Nationstar acquire my servicing agreement. I am requesting to know is the legal owner of my mortgage. XXXX loan servicing could not prove not only who is the legal owner, but also provide proof of transfer of ownership and the secruritization trust to the purchase of my property. Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
I have contacted nationstar mortgage regarding mortgage documentation and they have advised me that XXXX can provide me with documentation related to my property and its mortgage. copies of the Corporation Assignment of Deed of Trust and the origination of the Deed of Trust and Promissory Note as well as the Assignment of Deed of Trust. I would like to see all documentation related to this property and its mortgage from XXXX through XXXX. Upon Contacting XXXX for this documentation, they are now referring me back to Nationstar mortgage

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-08 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
Since our income have increased considerably, we submited an Assistance Review Application request to XXXX ( XXXX ), the Mortgage Servicer of our loan with XXXX XXXX XXXX. While XXXX was in the midst of reviewing our Application, on XXXX XXXX, 2016, U.S. Bank National Association ( US Bank ) entered a Foreclosure Action against my wife and I and is pursuing it aggressively in Court, while we are proceeding in good faith with our request for relief and submitting additional documents that XXXX continues to request for their evaluation process. 
US Bank actions entering and actively pursuing this Foreclosure Action in Court against us to take possesion and sell our home of 17 years while our Request for Relief is being reviewed and considered goes against the policy of Loss Mitigation and Home Retention promoted by the USA Department of the Treasury, Controller of the Currency ( COC ). 
Thus, US Bank is in violation of the COC policy of Foreclosure Prevention that states that : " Well structured loss mitigation actions should focus on foreclusure prevention, which should tipically result in benefitting the borrower. ... .preference should be given to activities designed to keep the borrower in the home. '' US Bank entered this Foreclosure Action actively and agressively while we are procesing a foreclosure prevention action. US Bank policy is deceiving the banking practices it agreed to with the OCC, and must DISMISS its Foreclosure Action immediately to preserve the OCC Foreclosure Prevention policy.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation