vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-11-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
I wanted a pay-off quote for my mortgage loan with Freedom Mortgage ( Loan # - XXXX ). So I went to their website and logged into my account to see if I can get it online. In their FAQs section they mentioned the process as below. 
-- -- -- -- -- -- -- How do I request the payoff amount for my loan? 
You XXXX contact our Customer Care department at ( XXXX ) XXXX to request your payoff amount. Freedom Mortgage Customer CarXXXX representatives are available to assist you Monday through Friday from XXXX XXXX and Saturday from XXXX XXXX Eastern Time. You may also send a request to XXXXXXXXXXXX or mail to Freedom Mortgage, XXXX. XXXX XXXX, XXXX, IN XXXX. 
Please be advised, we are not able to send a payoff quote to a third party without the borrower 's authorization. Please ensure the authorization is provided at the time of the request. 
-- -- -- -- -- -- -- So I sent an email request on XXXX to the email address mentioned above. There was no mention of any fee for this payoff quote request in their website. 

Since I did not get response, I called the Customer Service number provided above on XXXX and asked for Pay-off quote. The agent said they are working on it and I will get in couple of days. There was no mention of any fees for this payoff quote request during our conversation. They can check the call recording. 

On XXXX I received the payoff quote by email and in that email also there was no mention of any fee that would be charged for requesting payoff quote. 

On XXXX when I checked my Freedom Mortgage online account in the website, I see that there was a {$30.00} fee that was charged towards this payoff quote request. 

This is extremely unfair to charge me a fee when there was no indication on the website or I was told about this when I spoke with the agent on XXXX. 

I called Customer service on XXXX and they said they can not revert back the fee. Why should I pay a fee that I was not told or disclosed to me earlier? I feel deceived by Freedom mortgage charging fees without my knowledge and they told me it was because of XXXX XXXX charging Freedom mortgage. So how will I know what other third parties charge to Freedom and then I have to take the hit on this? There is no transparency and this is cheating borrowers. 

I would like CFPB to look into this compliant and have Freedom mortgage revert back the {$30.00} fee.

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 2017-11-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AK

Complaint narrative:
On Friday XXXX XXXX I received an email from Capital One stating my account was being closed due to inactivity. I admit I only use this credit card for emergencies and have not actively used it in about 3 years. I did use it on XXXX XXXX and again on XXXX XXXX and immediately paid the balance in full on XXXX XXXX. I called customer service the day I received the email and asked what was going on and why they were closing my account to which they were unable to help me because it was still processing in their system. The agent assured me that someone would call me back in a week. I asked them to confirm I should have a call back by Friday XXXX XXXX and they confirmed. I never received a call as promised so I called in today Saturday XXXX XXXX and gave them my info, placed me on hold so they could review the notes, came back and said they were going to transfer me to a supervisor. I spoke to the supervisor and had to tell her everything again including the fact that I 've been a customer for 17 years. She stated that it 's not in their policy to call cardholders back so she apologized that the one agent told me they would before. She continued to tell me they really do care for their customers but there was nothing that can be done. I have told Capital One numerous times if they offered to lower the interest rate I would consider using it more as my credit is really good and I have another credit card that is about half the APR that they are. I was again pretty upset so I told the supervisor that they do n't really care otherwise they would keep my account open. She did offer for another department to call me back in 3 to 5 business days but I told her why should I bother when they are going to tell me the same thing and waste my time doing so. I was done with the conversation and if I stayed on the phone much longer I may have said things I did n't mean so instead I told her to have a good day and hung up before she could state anything more from what I assume is a guidebook they hand out on how to deal with situations.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-11-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Bread Financial Holdings, Inc.
State: SC

Complaint narrative:
There seems to be a duplicate account on my credit report from Comenity Bank/Victoria Secret. I have one account with Victoria 's Secret and I am trying to understand why my credit report shows two accounts with Comenity Bank instead of one.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-11-04 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Frequent or repeated calls
Company: National Credit Systems,Inc.
State: MD

Complaint narrative:
NATIONAL CREDIT SYSTEMS is reporting false information on my credit files. I have requested that they validate and the alleged debt but to no avail This is not my account and i did not rent an apartment, i request that this account be removed from my credit files.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-11-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Lender trying to repossess or disable the vehicle
Company: CREDIT ACCEPTANCE CORPORATION
State: MO

Complaint narrative:
XXXX XXXX XXXX calls approximately 10-15 times a day on certain days from XXXX- XXXX. Sometimes on weekends. All call are robo calls or in person calls. We are financially struggling and tried working things out, but these harrasing call are getting out of control. After talking to them they call the next day over and over.

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 2017-11-04 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: ERC
State: GA

Complaint narrative:
Debt not validated I contacted ERC to have them validate an unknown credit collection account ( XXXX # XXXX ) that I saw on my credit report. Upon asking them to validate the debt and send a signed copy of the contract with my signature on it they instead sent me a bill and documents related to the collection account but no signed contract from the original creditor

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-11-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Was not notified of investigation status or results
Company: EQUIFAX, INC.
State: WA

Complaint narrative:
Conformation # XXXX I am filing this complaint because Equifax has ignored my request to provide me with the documents that their company has on file that was used to verify the accounts i disputed. being that they have gone past the 30 day mark and can not verify these accounts, under Section 611 ( 5 ) ( A ) of FCRA-they are required to " promptly delete all information which can not be verified '' that i have disputed. please resolve this manner as soon as possible. Thank You

Company response to consumer: Closed with explanation
Consumer complaint received 2017-11-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: BMO BANK NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I signed up for a BMO Harris Smart Advantage Account on XX/XX/XXXX using a publicly available link on the BMO Harris website that promised to pay {$200.00} for new checking accounts. I have screenshots of the website page on the date signed up showing the promotional terms and conditions. I 've met all of those conditions, and BMO Harris refused to pay me the {$200.00} bonus as promised.
I spoke with two BMO Harris agents in XX/XX/XXXX and XX/XX/XXXX about this issues, and they claimed the bonus would be paid on XX/XX/XXXX which was approximately 120 days after account opening as specified in the terms and conditions. It 's now XX/XX/XXXX and still nothing. 

I chatted with another BMO representative on XX/XX/XXXX named XXXX. He was terribly unhelpful and unwilling to assist. He simply lied and claimed the bonus would be paid later in the month at some point. He could n't even provide a specific date, even though the terms and conditions clearly show the bonus should be paid by 120 days after opening, and other BMO agents confirmed so.

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 2017-11-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
While inquiring about trading in my vehicle to purchase a new/used vehicle, I went to several car dealerships ( ex. XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX ) and each dealership that I went to I explained to the sales person as well as to the finance manager that I did not want my credit ran multiple times nor to multiple banks as this would lower as well as have a bad impact on my credit score. I also explained to them how reluctant I was with signing the application because of those reasons as well and ever time they stated " oh the banks will notice that you are car shopping and if there are applications to the same bank they will only count as one if it 's within a 30 day period '' I am just now finding out that they all have provided me with inaccurate information and that if it 's more than 1 of the same inquiry to the same bank or company within 30-45 days only 1 inquiry should be showing up not 1 for every inquiry. I have notified the dealerships and the banks asking them to remove these inquiries from my credit report, however they continue to pass the buck. The credit bureaus ( XXXX and XXXX ) says they ca n't remove inquiries and to call the dealerships and dealerships say they ca n't remove inquiries and to call the banks, the banks says they are n't the one 's who requested the inquiries call the dealerships. XXXX stated that they ca n't see that far back to pull the application from XX/XX/XXXX. Ally ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), XXXX XXXX ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), XXXX also known as XXXX ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ), XXXX XXXX ( XX/XX/XXXX, XX/XX/XXXX ) and XXXX XXXX ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). I was just recently informed that XXXX XXXX ran my credit to 10 banks which is unacceptable when I specifically asked them not to. As a individual that work hard for their money and try to have things where its feesable for my pockets, I get very upset and find it disturbing that car dealerships will lie to customers in order to benefit and get over just to make a sale. As a customer these are people that we put trust into and they have let us down. It is extremly difficult to get a new vehicle, buy a house etc. with all of those inquiries.

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 2017-11-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
While inquiring about trading in my vehicle to purchase a new/used vehicle, I went to several car dealerships ( ex. XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX ) and each dealership that I went to I explained to the sales person as well as to the finance manager that I did not want my credit ran multiple times nor to multiple banks as this would lower as well as have a bad impact on my credit score. I also explained to them how reluctant I was with signing the application because of those reasons as well and ever time they stated " oh the banks will notice that you are car shopping and if there are applications to the same bank they will only count as one if it 's within a 30 day period '' I am just now finding out that they all have provided me with inaccurate information and that if it 's more than 1 of the same inquiry to the same bank or company within 30-45 days only 1 inquiry should be showing up not 1 for every inquiry. I have notified the dealerships and the banks asking them to remove these inquiries from my credit report, however they continue to pass the buck. The credit bureaus ( XXXX and XXXX ) says they ca n't remove inquiries and to call the dealerships and dealerships say  they ca n't remove inquiries and to call the banks, the banks says they are n't the one 's who requested the inquiries call the dealerships. XXXX stated that they ca n't see that far back to pull the application from XX/XX/XXXX. XXXX ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), Capital One ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), XXXX also known as XXXX ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ), XXXX XXXX ( XX/XX/XXXX, XX/XX/XXXX ) and XXXX XXXX ( XX/XX/XXXX, XX/XX/XXXX ). I was just recently informed that XXXX XXXX ran my credit to XXXX banks which is unacceptable when I specifically asked them not to. As a individual that work hard for their money and try to have things where its feesable for my pockets, I get very upset and find it disturbing that car dealerships will lie to customers in order to benefit and get over just to make a sale. As a customer these are people that we put trust into and they have let us down. It is extremly difficult to get a new vehicle, buy a house etc. with all of those inquiries.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-11-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Was not notified of investigation status or results
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: WA

Complaint narrative:
Conformation # XXXX I am filing this complaint because XXXX has ignored my request to provide me with the documents that their company has on file that was used to verify the accounts i disputed. being that they have gone past the 30 day mark and can not verify these accounts, under Section 611 ( 5 ) ( A ) of FCRA-they are required to " promptly delete all information which can not be verified '' that  i have disputed. please resolve this manner as soon as possible. Thank You

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 2017-11-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Was not notified of investigation status or results
Company: Experian Information Solutions Inc.
State: WA

Complaint narrative:
Conformation # XXXX I am filing this complaint because XXXX has ignored my request to provide me with the documents that their company has on file that was used to verify the accounts i disputed. being that they have gone past the 30 day mark and can not verify these accounts, under Section 611 ( 5 ) ( A ) of FCRA-they are required to " promptly delete all information which can not be verified '' that i have disputed. please resolve this manner as soon as possible. Thank You

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 2017-11-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Was not notified of investigation status or results
Company: Experian Information Solutions Inc.
State: WA

Complaint narrative:
Report number : XXXX I am filing this complaint because Experian has ignored my request to provide me with the documents that their company has on file that was used to verify the accounts i disputed. being that they have gone past the 30 day mark and can not verify these accounts, under Section 611 ( 5 ) ( A ) of the FCRA they are required to " promptly remove/delete all of the information which can not be verified '' that i have disputed. Please resolve this manner as soon as possible. 

thank you

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 2017-11-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
SUNTRUST BANK- CREDIT CARD DISPUTE- CASE # : XXXX I filed a chargeback in XXXX, XXXX with Suntrust Bank against XXXX an online merchant for a dress that I ordered on XXXX website from XXXX on XXXX/XXXX/XXXX which is defective and not as described. On XXXX XXXX, XXXX, I faxed documents such as pictures, messages between me and seller requesting for refund to Suntrust Bank. On XXXX XXXX, XXXX, I was issued a temporary credit of {$130.00} for the dress and on XXXX XXXX, XXXX when I received a letter from Suntrust Bank requesting for additional information, I learnt that the chargeback was denied and the credit removed from my account because the merchant and seller provided evidence that the item was shipped to me. I disputed the transaction because the dress I received is not as described and not because I did not receive the item. If Suntrust Bank compared the dress I received with the picture of dress provided by seller and merchant, they would have noted the difference in the item I received. I had already provided all the evidence about this case to Suntrust Bank including pictures of the dress and I indicated on my complaint that seller has refused to provide me their shipping address and have not been able to return the item. The seller wants me to keep defective item. In the past, I had provided documents requested promptly before the deadline and the recent correspondence that Suntrust Bank mailed to me was dated XXXX XXXX, XXXX but I received the mail on XXXX XXXX, XXXX. The seller initially offered me a partial refund of {$50.00} which I refused to accept and demanded fro a full refund. Seller also refused to provide shipping address when I told them I wanted to return the dress. If the seller has a valide claim, he would not offer a partial refund of {$50.00}. Also, if Suntrust Bank is diligent in their investigation, they will know that the transaction is not valid because the seller accepted to give me a partial refund of {$50.00}. I would appreciate your assistance in recovering my money- {$130.00} from Suntrust Bank and the Merchant- 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 2017-11-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
On or about XXXX XXXX, 2017 XXXX issued a refund to a secondary account on this card, the name on that account was XXXX XXXX, in the amount of {$3800.00} with a reference number provided by XXXX of ID : XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2017-11-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Chrysalis Holdings LLC
State: MD

Complaint narrative:
In XX/XX/XXXX my wife and I applied for a refinance mortgage with New Day Financial. The application was conducted over the phone, and I did not disclose any demographic information. The agent told me that my application was denied because I had one 30 day late payment on our current mortgage within the previous 12 months, and my credit score was not high enough. He told us that if we can keep our payments current for the next twelve months and re-apply in XX/XX/XXXX, we could qualify for a refinance. Fast- forward 12 months to XX/XX/XXXX. My credit score improved and all my payments were kept current. Based upon the information I was told, I had confidence that I met the qualifications to refinance with New Day. I called New Day to  re-apply for a refinance. This time we revealed that we were XXXX in the demographic disclosure part of the interview. We were told that my wife still did not improve enough to qualify, but my credit met the qualifications. However, before we could proceed further with refinancing with just me, the agent told us that he " was being called into a meeting '' and he had to call me back later or the next day to follow up. The next day I received a call from the agent informing that my application was denied due to a previous delinquency ( 120 days ) on the same mortgage that occurred four years ago. The agent told me that New Day will not approve applicants who had were delinquent on their mortgage within 5 years. I explained to the agent that this was not what I was told when I applied a year ago, and had I known I would not have wasted time applying now. The agent suggested that the previous agent was not fully informed on the requirements and apologized on his behalf. I suspect foul play based on ( 1 ) how I was rushed off the phone before I was made an offer, and being disqualified for a different reason that was not claimed the first time I applied for a refinance ; and ( 2 ) since I revealed my race on the second application and withheld it on the first application, my creditworthiness was further scrutinized.

Company response to consumer: Closed with explanation