vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-03-20 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My mortgage loan servicer, NationStar, has repeatedly failed to process my mortgage modification requests. I have submitted EVERY requested or required document, in the time frame and manner requested by NationStar. Each time, NationStar has " denied '' my request stating that I did not submit the requested or required documents. However, this is false, and NationStar has never once identified any document that was missing or incomplete. Further, I appealed ( using the NationStar internal appeal " process '' ), and the appeal was denied, but the denial letter appeared to have been form-generated and contained no specifics about what information was missing or incomplete. NationStar has now filed a notice of default. I have told NationStar in writing on numerous occassions that I wish to resume payments to bring my loan current. NationStar appears to intentionally and deceitfully deny mortgage modification requests on the grounds of " incomplete information '' when in reality they have no intention of processing the request in good faith.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-31 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
In summary, I was approved for a Deed in Lieu by both Nationstar and XXXX XXXX in XXXX, XX/XX/XXXX. The only item to be cleared was my second mortgage which had gone to collections and was taken over by XXXX XXXX XXXX. Working with Nationstar, XXXX XXXX and XXXX XXXX XXXX, they agreed to settle my account and release my lien upon receipt of payment of {$6000.00}. I was also approved for a Cash for Keys program in the amount of {$3000.00}. On XXXX XXXX, a check was cut out of my account and forward to XXXX XXXX XXXX. Nationstar DID NOT put any remittance advice with my check, and when XXXX XXXX called Nationstar and asked them the account the funds were for, THEY GAVE THEM THE WRONG ACCOUNT. ( Please see attached copy of the check, that IS NOT MY ACCOUNT INFORMATION. ) All Nationstar had to do was to request that XXXX XXXX Solutions Reapply the funds sent to my account. They never did!! For months, I went back and forth with the account representative that I was assigned, XXXX XXXX, who last told me via email on XXXX XXXX, " Good Morning XXXX, I apologize for the long delay, but I have not forgotten about you and have been diligently working on your case. We have provided all the informitao necessary to the second lienholder with explicit instructions on how to fix these items. I will follow up with them today and see where we are out. Thanks ''. 

I called XXXX XXXX XXXX, and my case worker there named XXXX XXXX who in turn told me they received nothing from Nationstar as far as instructions!! 

At this point, I am totally distraught. My situation is what it is due to nasty separation / divorce. I had to agree to a date to go back in my house for our settlement, remove all my items, hire a moving company that I paid close to {$1000.00} for, had to rent a storage unit that I paid way over {$200.00} a month for, threw away many valuable items as we had promised Nationstar that the house would be Vacant and in broom swept condition by XX/XX/XXXX. 

I have tried many many times to contact Nationstar. There are occasions that someone will respond, and then I get told that my situation is important, they take my matter seriously, even after I filed a complaint with the XXXX. On XX/XX/XXXX I received a phone call from customer service saying that once again be reviewed. I received a letter in the mail, again, stating that I will have a response by XX/XX/XXXX. It is now XX/XX/XXXX - I have heard nothing. This situation has caused me so much XXXX, I do n't understand how a company could treat any of their customers, the way they have treated me.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
I filed a Bankruptcy on XX/XX/XXXX because I Lost my job, divorced, and going thru a XXXX due to a very XXXX. In the bankruptcy I redeem the house to the bank XXXX, I was waiting from XXXX to do the process to take the house back from me because I 'm unable to afford it because of my income now. I never received any letter from XXXX indicating that they sold the Loan to NationStar Mortgage. ON XX/XX/XXXX I received a loan modification papers from NationStar Mortgage offering me a loan modification in which a never agreed, signed or made any payment to accept that offer. 

On XX/XX/XXXX I check my credit report and I discovered that NatiionStar Mortgage reported in my credit report that I was in a partial or modified payment agreement, 180 day past due, and 360 month mortgage in which in the modification paper said XXXX ( XXXX Years ). It is to many discrepancies on the information reported to my credit report, which I need to know what they doing. I have papers that proof everything this letter said, I do n't know what to do, I did a bankruptcy believing that it was going to be a new start and now the past is coming back to me. I thank you in advance for any help you can provide me.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-10 00:00:00
Product: Consumer Loan — Installment loan
Issue: Taking out the loan or lease — 
Company: BB&T CORPORATION
State: NY

Complaint narrative:
Recently, I accompanied my mother to a local dealer to purchase a snowblower. The cost was {$790.00} + tax. During the transaction, my mother, who is a senior citizen on a fixed income, asked if the dealer offered free or low-interest financing. We were told we could get the snowblower financed for 18 months at zero interest. We agreed, and the dealer proceeded with the transaction. My mother and I both have excellent credit. Prior to closing the transaction, the dealer informed us that the finance company, XXXX, is charging an additional {$50.00} fee for the financing. We were not provided with another alternative to finance the machine but felt the price of the unit was good, so we signed the paperwork with the dealer. We realized a few days later that this was a mistake. In the meantime, the snowblower had been delivered. 

I contacted XXXX and spoke with a representative, inquiring if the {$50.00} fee could be waived or reduced. The representative told me that they do not do that. I then asked if the financing could be cancelled and was told that the dealer, who had already been paid by XXXX, could return the funds. I then contacted the dealer and asked if he would reverse the payment from XXXX, and I would pay him outright on my mother 's behalf, and then she could pay me back over time ( which is what we should have done in the first place ). The dealer told me that he would need to contact XXXX to see what procedure he would need to follow to return the funds. Upon subsequent follow-up with the dealer, he told me that XXXX told him that the transaction could not be reversed, which is not what the XXXX representative had told me. So who to believe? Now it seems that we are stuck with the {$50.00} fee. 

I realize that, by signing the paperwork to initiate the financing, we do n't have much recourse on getting the {$50.00} back. My complaint, though, is that for an {$800.00} purchase, a {$50.00} " document prep fee '' ( what XXXX is calling it ) is too much. The customer is enticed with the offer of zero percent financing for 18 months, but it 's not zero percent. On an {$800.00} purchase, {$50.00} is actually 4 % annually, no matter what they call it. I believe that this practice is deceptive. Finance companies should charge a stated percentage of the total cost ( 1 %, 2 %, etc ), explicitly stated to the consumer and not say that it is 0 %, get the customer excited and then say, " but you have to pay a fee. ''

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: ME

Complaint narrative:
I have been trying to get help lowering my mortgage payment from Nationstar for about three months. Specifically the XXXX loan. The first person I spoke to stated it would cost about XXXX in closing costs and the second person told me it would be about XXXX. I want to keep my home. I just retired and I take car of my XXXX daughter. I hope you can help me.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-16 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: SC

Complaint narrative:
Nationsar Mortgage is not acting in good faith as I attempt to short sale my home. 

Property originally listed on auction site and did not disclose the HOA assessments and that they have to be paid in full at closing, even though this was disclosed to the lender on several occasions. By not disclosing the full details of the property, they are misleading potential buyers and thus causing buyers to initiate releases once it is determined the loan can not legally close without additional payments to the HOA. 
We have submitted documentation to them showing that the HOA assessment is a legal requirement of the development and must be paid in full ; they are refusing to submit the file to the investor for their review and consideration of the new HOA assessment facts. 
Servicer was speaking to the auction buyer even after they signed a release and was trying to move their offer forward after receipt of a new executed offer in their systems. Once we educated them on contract law, they discontinued their illegal communication with the previous buyer immediately. 
Manager stated she would submit all of the HOA documentation to the investor for their consideration before we countered the buyer, however, she is no longer honoring her original instruction. 
All of the delays/negligence is causing direct harm to you as the seller as it is pushing you closer to foreclosure, more harm to your credit scores and increased tax consequences. 
The negotiator assigned to this file is not only rude and unprofessional but seems to be working against us and not with us to get this file moving forward. We have asked several times to have her removed from this file at no success ; this is a compliance requirement of the lender when a 3rd party asks for reassignment. 
The counter we just received is inflated as they were going to accept the auction buyers offer of $ XXXX ( without the auction premium ) and now they are countering at $ XXXX to cushion their bottom line in order to offset the HOA costs. This directly harms you as the homeowner, but also forces a buyer to pay an inflated price on the property which then causes further harm to the development and economy as prices inflate to unreasonable and/or unsubstantiated values

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-14 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NJ

Complaint narrative:
I have been trying to modify my mortgage sine XX/XX/2016 with Select Portfolio. 
Its now XX/XX/2016 and still nothing has been done. I followed there instructions of going on to there website and checking on my status loan and the website does not work If I do NOT call them I have NO idea if they need additional information.I have cooperated by sending them any documents that are missing by uploading them because its quicker and they receive it in 24 hours. I call them faithfully every week and they tell me the same thing that every thing is fine your in review and it takes time. Yesterday I was served with foreclosure complaint for the FIRST time and its not even the intent they went right to the complaint and when you call SPS they have no idea whats going on. 
Im upset because I want to save my house and I have followed there direction followed there rules and they never wanted to help me at all. They lead me to believe that they were going to help me and they had NO intentions ever to help me.When I called SPS and questioned the foreclosure complaint they told me to call a certain number and extension and when I called it turned out it was there attorneys office that represents them. The attorney was rude and basically spoke down to me and he proceeded to say that they were n't going to HELP me and that they were ACCELERATING my foreclosure and with in a few weeks I would have a sheriff sale so I should start looking for a new home. 
Why would SPS do all that and lie to me this whole time. I trusted and believed that SPS wanted to truly help me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-18 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: SYNCHRONY FINANCIAL
State: AZ

Complaint narrative:
# 1. I cancelled a product protection plan from Ashley furniture and they have not fully credited my account for {$790.00}. # 2. They have not sent me any updated invoices as per changes, returns and/or credits i.e. console {$230.00} that was returned on delivery and free delivery/taxes ie ... {$8000.00} - $ XXXX $ XXXX balance that should have been {$7400.00} not {$7400.00} # 3. I get asked to wait for a resolution from the Ashley home who has never contacted me. # 4. I had to open XXXX dispute claims for the same issue with Synchrony Bank and keep getting no results because Ashley Furniture sends them false info. The last update actually indicated that my dispute was won. But No amount was credited to me on the next invoice. # 5. They have changed my disputed amount of {$290.00} to {$290.00}. 
# 6. They keep referring to purchases that were made on a different Credit MasterCard and invoice which had all returns credited to me immediately, with the original invoice.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-26 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
We have been working, in good faith, with Nationstar/XXXX to sell our home as a short sale. It has major foundation damage. 
We have produced at least XXXX offers over the past several months. Nationstar/XXXX would not allow the property to sell for market value. 
During this phase of marketing, no one knew the full extent of the foundation damage. 
We had one offer for $ XXXX when Nationstar/XXXX would not reduce their price below $ XXXX. We had another offer for $ XXXX when Nationstar/XXXX would not reduce their price below $ XXXX There were multiple offers that led to those XXXX accepted offers. During those offers Nationstar/XXXX forced potential Buyers to obtain appraisals, and estimates for the repairs. The Buyer 's spent their funds obtaining the reports and Nationstar/XXXX. The appraisal came in at $ XXXX, as is. 
Eventually, a year later, Nationstar/XXXX acquiesced to suggestions to reduce the price. We received more offers. We had more multiple offers that led to an acceptable offer of $ XXXX. Nationstar/XXXX would only consider lowering their $ XXXX demand if the Buyer obtained another appraisal and an engineering report for the foundation damage. The appraisal came back at $ XXXX IF and AFTER the repairs were completed ( The appraiser said he had no way of estimating the repair due to its severity ) The appraiser also classified the property as uninhabitable. 
Estimates were obtained that ranged from $ XXXX to $ XXXX to bring the property back to an inhabitable status. 
In XX/XX/XXXX, Nationstar illegally filed a Notice of Default. As I understand the law the NOD must be accompanied by an affidavit. In this case, the affidavit stated Nationstar tried, and was not able to contact us. This is obviously a mistake or a fabrication. We have been in constant contact facilitating multiple short sale offers, constant request for updated bank accounts etc., plus we have numerous phone calls logged between us. 
In addition, the affidavit was signed and dated XX/XX/XXXX, the notice of default was dated and recorded XX/XX/XXXX. On top of being false, the affidavit is untimely. Recently Nationstar filed the NOD stating our home will be auctioned on XXXX/XXXX/XXXX. 
This must be dual tracking. 
We have been negotiating more contracts over the past 2 weeks and Nationstar knows it. We have come to terms with one Buyer and have another in backup, for $ XXXX. 
Our Real estate agent claims Auction.com hijacked our XXXX XXXX Ads. They are offering our home for $ XXXX. 
In conclusion, the NOD/NTS should be rescinded or at the very least, the sale date should be postponed. Nationstar/XXXX should allow the sale to go through at the current $ XXXX all cash offer that 's on the table as we speak.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-02 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
Received an insurance claim check from XXXX XXXX XXXX made payable to myself and wife, and our Mortgage Company. Mortgage Company is refusing to endorse check and release funds to us. They provided requirements of the documents they would need to release funds, we have provided all documentation provided to Insurance Company who reviewed and approved the claim and the money to fix our home. Every time we call/contact Mortgage Company, they claim that we need different paperwork or in some other form, and often times when calling their customer service line, they are based outside of the US, there is a distinct language barrier and calls are disconnected. There are no physical branches or US based customer centers, everything is done via phone and mail, which the Mortgage Company then advises that all transactions take 10-20 business days to process. Meanwhile, the Mortgage Company is refusing to release funds from the Insurance Company to us and we can not complete the work to fix the damages to our home from a busted pipe that would restore the home to its previous state.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-31 00:00:00
Product: Credit reporting — 
Issue: Credit reporting company's investigation — Investigation took too long
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
I have been disputing incorrect information on my credit report. Equifax has not been following the protocols for disputing wrong information that they are reporting. I have received letter from the creditors that information sent to them did not have specific information of what I was disputing ( this was sent to them by Equifax ). The also with out my consent or knowledge put my account on fraud status. I was made aware of this by a creditor and cause time and effort to prove to them I was who I am. I feel this was Equifax retaliating.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: KS

Complaint narrative:
On XXXX XXXX 2016 I made a payment of {$3300.00} to Nationstar Mortgage via a bank wire from my account to the account they provided me. I have faxed them my bank statements and a screen shot showing the transaction, which was done in XXXX separate ones the first for {$2500.00} and the next for {$860.00}. I also called my bank and got the transaction confirmation numbers and gave those to Nationstar. Nationstar still has my house in active foreclosure and claim they have not received the payment and are researching the issue. Due to the foreclosure status they will not accept any payments until all the past due amount is paid which is with the {$3300.00} they are not crediting to my account. This is causing me additional late fees not being able to make my current payments. I do n't know how to get the money back or make them credit it even with the proof I have sent in.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-19 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: J. Scott Watson
State: PA

Complaint narrative:
I went to XXXX university XXXX XXXX. They stated that I still owed them money in XXXX in the amount of {$10000.00} which I have no clue where this number came from because XXXX will not let you register for classes if you still owe money from a previous semester. I was making monthly payments to them in the amount of {$150.00} a month for 4 years straight which came to a little over {$7000.00}. When I called them to ask my account balance they told me that I still owed {$7600.00}. when I asked them how could this be they stated that out of the {$150.00} I was sending them a month only {$50.00} was going towards the actual bill and that {$100.00} was going towards late charges every month, which I was not made aware of this due to the fact that the payments would be late for the life time of the debt. I explained to them that this was ridiculous and I never even owed that large amount I only made payments because they kept threating to have me sued and would try to mess up my credit. I explained to them I had only owed a little over {$3200.00}. However XXXX had a collection company come after me when I refuse to pay anymore money to them. The law offices of XXXX XXXX XXXX XXXX Regency Plaza XXXX XXXX, Pennsylvania XXXX, these people claim to have the Debt from XXXX, I have been making payments of {$50.00} per month for over 3 years now and they keep harassing me by calling threating to sue me in court, telling me they will destroy my life by messing up my credit. everytime they send me a bill its for a different amount IM SICK AND TIRED OF BEING HARRASED!!! I explained to them that the debt that they have in incorrect, when ask for them to check with XXXX for the original amount they are telling me that XXXX does n't have the information any longer. they sent me a bill on XXXX XXXX XXXX saying I owe {$8900.00} I called and told them this was incorrect! then I got another bill on XXXX XXXX, XXXX saying I owe them {$9900.00} and this year they sent a letter saying that now interest will accrue at the rate of 6 % annum in accordance with state law. these people are rip offs I did n't have all the proof of all my payments I have moved and switched banks a few times most payments where through my bank accounts sometimes it was sent through a money order but all the ones sent to the law office for collections was through XXXX of my bank accounts. I had missed a few payments when I found out I had XXXX I was n't working had no income they continued to harass me saying they would sue me in court. I do n't owe this money and I 'm tired of paying them every month just for them to leave me XXXX XXXX should have to go through this, this is not right and I currently have no job after being out sick with XXXX and losing my job. I called XXXX they do n't have a record of the exact amount or the exact amount of payments I made. this has been almost 7 years going through this

Company response to consumer: Closed with explanation