vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-07-05 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
Nationstar sent regular monthly letter regarding our monthly interest rate, payment, etc. According to the letter, our interest rate for the following month is staying the same ( XXXX ) however they still raised our principal payment by {$160.00}. How can this be.? The interest rate is the same, our principal balance is being reduced by {$3800.00}, yet they are increasing our payment????? The payment should go down as the principal has gone down. When I called Nationstar to explain the incorrect math, I was told it was based on a calculation that Nationstar made up. It looks like a huge SCAM to me. Mathematically, it is not correct that our principal payment portion would go up {$160.00} when the interest rate has not changed and the principal balance has decreased. I believe Nationstar is scamming me and I would like it investigated. Nationstar can not provide a logical answer. They said they would send my question to their research department, which means, as always, that my question will go into the XXXX Nationstar hole and get buried. In the meantime, they will continue to scam me and all of their mortgage holders. I would like a reasonable answer to this increase. I doubt Nationstar can perovide one because they are scamming me.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: MN

Complaint narrative:
When I refinanced my current home loan in 2013, I was told by my mortgage agent that I can cancel my pmi when LTV reached XXXX %. Today when I contacted my servicer Nation Star I was told there was a note in the documents I signed that I agreed to cancel PMI until it reached XXXX %. Which is totally outrageous and against the law. I called my investor XXXX XXXX and they stated that XXXX % LTV is their guideline to remove my PMI. The fact my agent lied to me and that XXXX XXXX used a guideline of PMI which is against law make me very upset.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-09 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
I have been working with SPS since XXXX of 2016 my file for modification was denied in XXXX I have submitted the additional income that was not calculated in the application and to today every time I call each representative is telling me something different.

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: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NY

Complaint narrative:
yes almost had XXXX fires in my house due to electrical my home was inspected by the loan company they said the electric was safe i had a professional electrician come in and said it should of never passed the banks inspection

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-30 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
To whom it might concern, My name is XXXX XXXX, I am XXXX year old, I am discharged from BK chapter XXXX in XX/XX/XXXX. My loan number with Nationstar is XXXX XXXX XXXX. XX/XX/XXXX released from hospital, I received XXXX non-certify mails of Nationstar that XXXX referred to XXXX, a foreclosure corporation to foreclosed my home. I am not certain what stage of foreclosure I am at but I determine to keep my only home. I am devastated. I made a payment of around {$2200.00} on or about XX/XX/XXXX. Nationstar rep said after paying the {$2200.00}, it would take my home out of foreclosure zone, and that they would not pursue foreclosure proceeding, and this letter was written in XX/XX/XXXX. I have fulfilled my obligation in the financial hardship. I request all my history payments, all fees added on to loan, and promissory note to be deliver to my home. I had foreclosure rescue fraud before with some modification company and had to file BK chapter XXXX to save my only home. I have before request the principle to be recalculate because the amount does not equivalent to my number. I thorough review the fees and Nationstar tend to add on misc fees and penalties and that I feel only make my loan higher in Principle, I am not well at all time as I am older, my children 's and my own retirement income is helping me paying all expenses. At this time, I wish to seek principle reduction with a fixed interest. I am requesting a minimum USD I can pay to bring my loan current. I feel I am in trap of miscellaneous fees that add up to XXXX and XXXX of dollars, over time, add up. I need to keep my home and not worry about strange fees add to my loan. I would like to know what 's my minimum amount to bring my loan current. I request principle reduction. I am looking into all foreclosure prevention options. Thank you and looking forward to hear from you soon. 

XXXX, CA XXXX ( XXXX ) XXXX XXXX, or ( XXXX ) XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-26 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: Rocket Mortgage, LLC
State: MN

Complaint narrative:
We locked in a closing date, and were informed by our realtor ( not Quicken, our lender ) on the day of close that our date had been postponed. So we had to scramble to find housing as we sold our house on the same day. We had to turn in a form saying that we had n't taken out new credit. 
Then, our lender, because they postponed our close date, can change our origination fees because our rate lock expired. So now our origination fees and closing costs have increased almost $ 3K from our original GFE. Our seller is anxious and ready to drop the deal. We do n't have a home and now may not be able to close. 
It seems as though Quicken postponed the close date in order to up their fees to us. They did n't communicate the change in close date to us in a timely fashion ( or at all, we had to contact them to confirm ) and then their fees and rates changed in the days following the original close date. On the 'new ' GFE, they held the interest rate and made us pay points without informing us before we asked them for the HUD form. Fishy and fraudulent at best.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-13 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Taking out the loan or lease — 
Company: U.S. Auto Sales Inc.
State: GA

Complaint narrative:
In XX/XX/2015 i brought a pontiac XXXX from u.s.a auto finance, for $ XXXX with a very high entrance rate that brought the total to just about $ XXXX. ever sense i brought the car it have been giving me issues, i had to take the car to get fixed over 5 times within the first month of purchasing the car. The XXXX told me after a year i can take the car back and refinance, so once that year came i tried to return the car and he told me that he 's sorry but they have been brought out by another company and i have to keep the car for another year! Mind you I 'm paying $ XXXX - $ XXXX for a 2006 car smh. I 've been suffering on making this payment on this very high priced vehicle. its ridiculous! i tried once again to return the car and they told me to pay more off before returning the vehicle, i can not and will not continue paying on this car! I 'm in desperate need of help. Now that I 'm forced to return this car, will also effect my credit score. help is defiantly needed at this moment.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-06-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
In XXXX Nationstar Mortgage company took over ( bought ) my Mortgage from XXXX XXXX XXXX. In XX/XX/XXXX they sent me a letter stating I did not have enough Flood insurance coverage to meet their requirements. I informed them that my agreement with XXXX XXXX XXXX stated I only needed XXXX % of unpaid balance. ( about {$57000.00}. worth of ins. needed ) They went and purchased Gap insurance without informing me. 
After numerous letters and phone calls with no resolution to the matter I had to get a lawyer involved. After receiving letter from lawyer proving they were at fault in the matter they cancelled the insurance and returned my money to escrow. Since that time they have done the same thing twice. Every three months I receive letter stating I do n't have enough insurance I have to go and fax papework ( which costs me money ). As of the writing of this letter they went and got me Gap insurance, taking the money out of my escrow account and raising my monthly payments. I have {$120000.00} worth of flood ins twice the amount needed. It is very stressful dealing with this company. If I speak to a representative I am told it was an error and will be taken care of. Nothing is done. Then I fax over letter from lawyer all mortgage agreement with XXXX XXXX XXXX and it is cancelled. This time after doing all the same nonsense they have not contacted me or cancelled the ins.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-20 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OH

Complaint narrative:
We are a XXXX and did a large water loss for our customer. They have all the money from the insurance company along with there work sheet. They also have my worksheet from the repairs we did. The home was inspected and passed. The work with us is 100 % complete. The insurance company issued the hold back to the Nationstar Mortgage. We are owed {$59000.00} We received a call on XXXX that all the paperwork is turned in. Today I have been on the phone with Nationstar for over and hour and they have n't released our funds. Everytime we call someone different says we need something else. The paperwork that Nationstar sent us is all filled out complete, we have copies of it. They need to be investigated.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: OH

Complaint narrative:
I am a XXXX XXXX, on Social Security & XXXX.My mortgage rate is a high 6 1/2, because mortgage lenders consider me a high risk because I was out of work for more than a year, and I ca n't get it refinanced.I obtained the mortgage in XX/XX/XXXX. My mortgage has been transferred several times to different service companies. The current holder of servicing is Select Portfolio Servicing , Inc., XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Ut XXXX, referred to as SPS. They advertised a modification proposal to lower my monthly payment, sent me a package to fill out & supply supportive documentation. I complied, even providing additional information about my medical history, a seasonal job I have ( I sent a Social Security statement review showing my physical capacity ), etc. The company SPS rejected my request by letter without itemizing what was 'incomplete'.A telephone call ( they said was recorded ) with representative XXXX XXXX on XX/XX/XXXX at XXXX CST produced a litany of things they need that include just a check mark on a IRS Form XXXX, a fancy financial statement for my part time mowing job, a more complete copy of all my bank statement that I gave them redacted pages, two months of my XXXX wife who is on Unemployment Compensation till XX/XX/XXXX and received a stipend from laid off company of {$36.00} per month she just cashes & gives me, but SPS wo n't accept that as proof, etc. THey want me to deposit the {$36.00} to my checking account this month and next, so as to see the proof of it, even though I sent them the entire payroll stipend form with tax withholding information, year to date {$4000.00} of XX/XX/XXXX. I feel discriminated against, that they do n't want to help. I gave them proof of Social Security, my season jobs income verification, my wife 's info, taxes, bank statements, property tax info, medical specifics from XXXX with diagnoses. XXXX. It 's not right what they are doing!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MD

Complaint narrative:
I had lost my job several years ago and was unable to make my mortgage payments. I am XXXX years old. We tried to request loan modification but we were denied because I do n't have sufficient income. I only earn social security income. The mediation was denied in XXXX 2014. Foreclosure sale was scheduled for sometime in XXXX 2014 so I needed to do a BK XXXX. The debt was discharged. there was a junior lien with XXXX and also the XXXX. I have continued to receive correspondence from SPS that does not pertain to my particular situation. Since I was not approved for HAMP or HARP I moved out of my condo. I have continued to receive notices and when I call they say the account has been referred to an attorney. in XXXX I sent SPS all the information they needed including fax numbers and addresses for the junior liens because I wanted them to do a Deed in Lieu. SPS never did anything about it. Today i finally spoke with someone at SPS called XXXX XXXX ( XXXX ) who said things could have been handled better and that mistakes have been made with uploading my documents to their system. This delay has caused my deed in lieu to be delayed and so I continue to be harassed by correspondence that does not relate to my situation. the resolution to this account should be deed in lieu or foreclosure but they continue to send me notices that I owe money. this has caused me stress and I have moved out of the condo and just want to have my name off the deed so i can move on. sps had the sheriff knocking at my door so i moved out in XXXX and now they are still harassing me. at XXXX i can not live this way. i want them to do their job and continue with the deed in lieu and stop harrassing me. sps noted that they didn not handle my account correctly and did not upload the documents i sent them correctly which caused them to send me more and more threatening letters. i need this to stop.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-11 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
Nationstar Mortgage has refused to take my account off escrow because of a lapse in insurance coverage. I had Lender Placed Insurance! I asked them to provides me a copy of the insurance thy placed and they are mailing them to me. Attached are copies of my correspondence with them. It proves that I had insurance so they can take me off escrow now. They have lied and tried to deceive me since they acquired my loan.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-29 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: U.S. BANCORP
State: CA

Complaint narrative:
I filed complaint ( XXXX and XXXX ), I received response from XXXX XXXX XXXX, Office of the president, Card services, XXXX XXXX is not capable and understand the case neither the knowledge about what is steampod is, XXXX XXXX is hair straightener that it comes with water tank with base and comb with straightener itself they ARE NOT ACCESSORIES that you mentioned I did purchased it fromXXXX, they should came with unit and further more when logged in to XXXX is not included in their product lists, when I purchased it I XXXX the Steampod andfound few, the cheapest was from XXXX and in the description DID NOT INDICATEDTHAT IS USES XXXX PLUG neither the THE XXXX knew it going to U.S.A and warningU.S A 's buyer that is uses different power source ( XXXX volt ) and not shipped the unitwith missing parts and further more THE XXXX knew the XXXX rules that we will be stockwith unit and can not ship it back due to cost that IS FRUAD the intention to deceiveand causing financial injury is FRAUD, your department has to protect their client from such as this predators, US Bank must make sure that The XXXXresponsible for gettingdefective unit back and provide the shipping cost for their unit.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-25 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: U.S. BANCORP
State: WA

Complaint narrative:
The following is related to U.S. Bank. On XXXX/XXXX/2015 I used my checking account-linked debit card to make several purchases. I made these purchases knowing that my checking account was low on funds. I monitored my account throughout the day, frequently checking the balance. I was diligent about not overdrawing the account. At the end of the day, a {$25.00} automatic monthly transfer was made to my savings account even though these funds did not exist. US Bank manipulated the payment processing order so that the {$25.00} automatic transfer was the FIRST payment processed on XXXX, thus a guaranteed overdraft charge. Several days later I was notified of a {$36.00} overdraft fee via mail. Additionally, I was charged a {$25.00} extended overdraft fee, meaning the account was overdrawn for a five day period. I contacted my home branch to explain why the charges were unfair and the branch manager said she could only remove the {$25.00} extended fee. I told her that I would be banking with a different institution so she changed her mind and said she would remove the original {$36.00} fee in an effort to " help me out '' but not the {$25.00} extended fee that was a result of the original fee. 
All of these events occurred despite the fact that I am " opted out '' of overdrafts. This option, however, does n't apply if the charge is a recurring monthly charge for gym memberships, XXXX, etc. The charge that put me into overdraft was conveniently my $ 8 monthly XXXX subscription that went through on the same day. I called XXXX to see what time the charge went through on XXXX. It went through at XXXX XXXX. US Bank manipulated the payment processing order so that the automatic recurring XXXX payment was the payment that went through when there were not enough funds to cover it. 
U.S. Bank 's manipulative payment processing resulted in my account being overdrawn by around {$4.00}, leading to {$61.00} in fees.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
Lender not willing to postpond sheriff sale even with complete short sale packet. We have a buyer, HUD, listing, financials, everything they are requesting

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-09-22 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BB&T CORPORATION
State: PA

Complaint narrative:
Earlier this year I closed my account with BB & T. A few days ago I received an email stating " Your online banking security questions have been updated. This is a result of an annual update or a request you or an authorized user submitted in My Profile. If you did not make this change, please contact us. '' Shortly after I received a followup email stating " Please know this message was sent to you in error. Your security questions are secure and no further action is needed on your part. We apologize for the inconvenience. '' I called the number in the 2nd email ( XXXX ) and after numerous tries was able to talk to a real person. Since I closed my account I asked they remove my email address. The request was forwarded to IT and I received a confirmation that my email address had been removed from my online account. But I should no longer have an online account! I spent close to an hour going through their phone menu system at ( XXXX ) and ( XXXX ) only to reach a message " The information requested can not be provided by BBT online phone XXXX '' the call then disconnects. I called my local branch office and the representative there told me they do not have access to online accounts and were unable to even verify if I did or did n't have an online account. So here I am, unable to talk to anyone to determine if there is still a bank account in my name floating around their system. With the recent XXXX XXXX issue, is this a case of an account opened in my name without my approval? Oh, and the only way to contact them online is to log into my online account and send a message.

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 2015-10-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: MD

Complaint narrative:
I contacted Quicken Loans to refinance my FHA mortgage. I was told that I could refinance into a conventional loan with no PMI if I qualified. I said that I estimated my home to be in the {$300.00} 's but that I was not actually sure how much it would be appraised for. I was told that I had to have XXXX % LTV to qualify for the conventional mortgage and it needed to appraise for {$310000.00} to do. After this conversation, I followed up in an email to this representative that confirmed the new mortgage payment amount and closing costs if I qualified. He responded that those amounts were correct. The appraisal was under-researched and, in my opinion, worthless. The appraiser did a " second-look '' and came back with a higher amount, though he did not account for the properties that I sent him that were more comparable than the ones he was using. There was no reason given as to why those properties were selected rather than the more comparable ones I sent. I have been sent multiple " Redisclosure Packages '' throughout this process and each time, the mortgage payments and closing costs increase. The final package reflected closing costs that were double ( {$15000.00} almost ) than I was originally told/confirmed. There was no explanation as to why these doubled. It felt as though Quicken Loans was trying to hide this and slide it past me before I went to settlement. This process has been deceptive from the beginning. I have been told that I will not get the refinance at the terms originally offered and I am now out {$500.00} for a unusable appraisal, which Quicken Loans also refuses to refund me. This has been a month of my time and money wasted.

Company response to consumer: Closed with monetary relief