vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-08-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I have a mortgage that is serviced by Nationstar Mortgage. I requested a payoff quote from the company through XXXX/XXXX/2016, but they quoted me a payoff through XXXX/XXXX/2016. When I asked why they were charging me an extra 24 days worth of interest, they informed me that this was their standard practice, and that any overages would be sent back to me within 20 business days. My per diem interest rate is {$22.00} per day, which will result in an overage of {$530.00} ( {$22.00} x 24 days ). The sale of the property that collateralizes the loan will be finalized as of XXXX today ( XXXX/XXXX/2016 ), so the payoff request through XXXX/XXXX/16 is conservative, and already includes a cushion for any timing delays. When I provided this information to the representative that I spoke with ( XXXX ), he claimed that the practice of charging overages and refunding within 20 days is allowable under RESPA. 

I am filing this complaint because it does not seem right to me that the Lender is charging me for funds that the know full well will have to be refunded to me anyway.

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

Complaint narrative:
Contacted the lender ( SPS ) regarding documents for a refinance. After months of attempts. XXXX XXXX - XXXX XXXX XXXX we were stalled on various recorded phone conversations regarding an ACTUAL HARD COPY OF THE MODIFYING NOTE Itself. SPS has produced a copy of the loan modification application, and they have the hardship letter in their possession ( submitted by the borrower, me ) however to date they are unable to produce the actual signed document regarding the loan modifications. We did apply for a loan modification on XXXX/XXXX/XXXX and SPS informed us that the government program regarding the loan modification was no longer available. To date there is no change or was never a change in the mortgage payment to account for a loan modification. SPS has stated on XXXX/XXXX/XXXX that a " REQUEST FROM THE PRIOR SERVERS ( of the loan ) TO PROVIDE ACTUAL COPIES OF THE LOAN MODIFICATION. We are quite frankly finding it hard to believe that they have all copies of the loan modification documents except the most important part of a loan modification ( the very document that explains the financial workings of a loan modification ) We were also told that this was an open ended time frame for acquiring these loan modification documents and that we would just have to wait. We have come to your agency in hopes that you can assist in resolving this important issue within agreeable/allowable/lawful timeframes. Any and all immediate assistance would be greatly appreciated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
On XXXX XXXX, 2014 we submitted all of our paperwork for a loan modification on our mortgage. We believed this to be the quickest and least costly solution to a foreclosure law suit that has drawn out for years. Our attorney prepared our documents and sent everything to our lender Nation Star in a timely manner. I was told by my attorney that it would take roughly 60 days for the banks to review the paperwork. It has since been 10 months since we submitted the documents and Nation Star has yet to confirm they have even received our packet. Our attorneys have sent several copies via certified mail with confirmation however our documents have yet to be reviewed. Because of the incompetence of Nation Star I have incurred thousands of extra dollars in attorney fees to continue this process. It was my understanding that a loan modification was the best way for both parties to come to an agreement on this drawn out case, however that has not been the case. I feel as though I have been taken advantage of because the banks have the money and power to continue dragging this out while my funds keep exhausting. My biggest fear is that Nation Star continues dragging this out and I will no longer have the ability to retain my attorney causing me to ultimately lose any chance I have to save my home. My case is now set for trial due to how many months the case has been stale with no progress.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-16 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
I have a variable rate and I understand completely that they can increase or decrease my rate at any given time. However since my credit is not good what I 've done is send in additional payments towards my principal to pay off my loan earlier ( since my loan did not have a prepayment penalty ). Now Select Portfolio is reducing my principal to elongate my loan term to the full 30 years. Keep in mind they are not increasing my interest simply adjusting the amount that is applied towards the principal, which is unheard of to everyone I 've discussed this with! As previously mentioned I fully understand they can adjust the rate but can they Legally reduce principal payments to maximize their profit? It is hard to belief this can possibly be legal, can someone please call me to explain. 

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 2016-03-14 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
XX/XX/2016 I called Nationstar mortgage, my servicer, to apply for a mortgage based on a solicitation I received. I spoke with XXXX XXXX at XXXX who accessed my current loan, which is now fully adjustable. I was interested in a HARP loan as my property is still underwater. XXXX wanted to pull my credit but I said before you do so I wanted to see if the rates were where I needed them to be as I has a bad experience with Nationstar the prior year ( more to come on that ). 

XXXX quoted 3.875 % on a XXXX ARM and 4.625 % on a 30 yr fixed based on my loan parameters. I said these rates were acceptable and that I wanted to apply. He said he would pull my credit, start the app, then call me back. XXXX mins later my phone rang and XXXX indicated my credit score was very high ; however, he misquoted the rate and in order to get 3.875 % I would have to pay XXXX points ( over $ XXXX ). This was not acceptable so I asked for his supervisor to call me back as I felt this was a bait and switch. If I knew that up front I would never have authorized hem to pull my credit as I did not want the inquiry. Note : the day I called the 10 yr bond was at a 3 yr low. 

The next day XXXX XXXX, the supervisor, called and said he listeded to the call. he apologized for his employees misinformation but could not offer me the 3.875 % rate. Again this was unacceptable as I would never had authorized them to pull credit if they told me the rate was with XXXX points. This is HARP loan and is supposed to help the consumer not extort them for XXXX points.. Note : my current rate is 3 % but fully adjustable and set to amortize over 20 years XX/XX/2016 The professionalism at Nationstar is severely lacking which is why I am filing this complaint. I attempted to refinance this same property last year, was locked in at 4.75 % with XXXX points and the loan was in process but the processor would not return any calls. She would just respond via e-mail.. I became frustrated and escalated to a supervisor who was not any better. The loan was being processed at XXXX. I did not have time for the back and forth e-mails as they kept asking for the same thing multiple times and would not call me to discuss. I never heard back from them and to this day I still have not received a disposition letter. 

With Nationstar being my servicer I have no other viable options for this HARP 2.0 refinance and I keep getting the run around from them. They need to honor the rate that was quoted as my payment is set to double this fall based on the letter I just received.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-30 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Settlement process and costs — 
Company: BB&T CORPORATION
State: MD

Complaint narrative:
Until XX/XX/XXXX, I was not aware that a loan in the amount of {$50000.00}, had been taken out in my name XX/XX/XXXX, by a Branch Banking and Trust ( BB & T ) Company employee. I never entered into any BB & T Branch to sign loan documents, however, my forged signature is on loan documents along with a witness signature atesting to witnessing me sign this document. The loan was secure by a property that I did not own, but lived in. It is my understanding that the loan was never processed correctly within BB & T ( i.e. the loan was not tied to the deed of the real estate property for which it was secured by ). 
When I was contacted in XX/XX/XXXX, about repaying the loans in default, I tried to tell the collections person that I did not take out this loan, however they did not want to hear it. It was difficult to speak to anyone within BB & T because each time I called they forwarded me to the collections people, who did not want to hear anything about this fraud or provide contact to anyone that I could speak to. I sent written acknowledgement to the collections company informing them of the fraud in the loan. I go a response indicating that they found no fraud and that I needed to repay the loan. I researched and found a number to contact a person inside of BB & T who I called and explained the issued to her. She was not aware that the property that the loan was secured by had been sold without BB & T knowledge, and could not explain to me why BB & T had not secure the loan repayment prior at the sale since the loan was secured by that property. Although I provided this information, she still could not assist me with anything. In XXXX, I contacted the BB & T collections attorney and provided written response that there was an error and the loan was fraud, the response received indicated that they found no fraud with the loan and that I needed to repay or they world take me to court. BB & T and it 's collection attorney XXXX, XXXX, XXXX XXXX, XXXX was granted a judgement against me in XX/XX/XXXX. Since than, BB & T has made my like XXXX, they garnished my wages taking XXXX % of the earning every paycheck for the since XX/XX/XXXX until now that the loan has been paid off. At the time I had just become a single mother, so it has been very difficult. Please investigate.

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 2015-05-14 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BB&T CORPORATION
State: NC

Complaint narrative:
BB & T improperly denied our repeated request for modification never providing any tangible evidence or explanation as to why. They then took advantage of us with servicing shortcuts and unauthorized fees. They failed to promptly and accurately apply payments made, and charged unauthorized fees for default-related services resulting in a huge amount of accumulated fees, penalties, and interest. They deceived us about foreclosure alternatives. They failed to provide accurate information about loan modification and other loss-mitigation services, they also failed to properly process our applications and calculate our eligibility for loan modifications on XXXX separate occasions. They provided false or misleading reasons for denying loan modifications. They threatened and engaged in illegal foreclosure practices. They provided false or misleading information to us about the status of foreclosure proceedings where we were in good faith actively pursuing a loss mitigation alternative also offered by them. 
I believe they have realized their mistakes because just recently after refusing to grant our requested modification for the third time, they somehow added my name to the mortgage and approved it for modification. They had previously turned it down even though our circumstances with income and debts were the same or even better. When I asked why they approved it this time after the previous denials they told me that maybe the guidelines had changed. They could and would not send me anything in writing explaining why it had been previously denied but was now approved. Can they just add my name to the mortgage? If so, why did n't they do this on our prior attempts at modification? The process took over 6 months each time we applied for modification and has caused an accumulation of over XXXX in late fees and penalties. We are currently in a chapter XXXX bankruptcy and we are waiting on the court to approve the modification inside the BK. During the previous attempts at modification they would never provide any concrete explanation of why we were being denied. The modification is still higher than our initial payment was by approximately XXXX to cover all the accumulated interest, fees, and penalties. They should n't be able to get away we should be made whole even to the point of having the mortgage forgiven and receiving a sum over and above for damages.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-02 00:00:00
Product: Mortgage — Other mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: MD

Complaint narrative:
1 ). Original Loan Amount {$240.00} ). The 2 % is to reflex from the {$240.00} ). New Loan Amount {$370.00} ). The settlement Agreement was to Waive ALL prior, late charges that remains unpaid5 ). Mines does not reflex that6 ). First 5 years my Monthly Prin. & Int. Amount does not reflex a 2 % interest rate, It reflex a 4 % interest rate. 
7 ). A 2 % times $ XXXX=XXXX, not {$980.00} ). How did they come up with {$980.00}? 
9 ). My trail payment for the 3 months was {$1500.00}, for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
10 ). My new monthly payment for the next 5 years is at {$1500.00}. 
11 ). How did they come up with those payment, where is my 2 % settlement agreement. 
12 ). Nation Star Congratulation Letter! States : You are eligible for a Home Affordable Modification. As previously described, if you comply with the terms of the Home Affordable Modification trail period plan, we will modify your mortgage loan and WAIVE ALL prior late charges that remain UNPAID, part of the settlement agreement. 
13 ). Section XXXX, is Misleading14 ). The Whole contract is Misleading. 
15. All Nation Star is doing is setting me up another Predatory Loan, same thing that XXXX XXXX XXXX did. 
I have not made the XXXX 2015 payment base of the New Modification Loan, because I feel and believed that I am going to have to go and get a Lawyer because No one is holding the Mortgage Company 's accountable for the settlement agree.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MI

Complaint narrative:
Mortgage paid off in full on XXXX/XXXX/15. Lender failed to return unused escrow funds ( {$1900.00} XXXX. Lender indicated funds would be returned by XXXX/XXXX/15. Funds have not been received as of COB XXXX/XXXX/15.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-22 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Dear Officer of Consumer financial Protection Bureau : I am writing you this letter regarding my current Mortgage Service provider Select Portfolio Servicing , Inc. For past few months, I have tried resolving the repayment plan with Select Portfolio Servicing , Inc. , however they are unable to resolve the issue and they are not giving me any reason at all. I asked for loan modification and I was informed by my case manager that Select Portfolio Servicing , Inc. does not participate in any government program. Recently, one of their operators accidently told me that they are in process of selling Select Portfolio Servicing , Inc. to a company called XXXX XXXX XXXX and they are working with anyone on any plan. I was informed that, it will extremely hard to get a correct answer from anyone as employee are looking for jobs elsewhere. This is totally unethical that they do not follow government based load modification program and resist to provide any assistance to consumer. Select Portfolio Servicing is totally out of compliance with government.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: IL

Complaint narrative:
I previously filed a complaint, Case number : XXXX, and disputed the response from the Mortgage holder, but I do not see it on the record. 
Two things : 1. It is true that SPS has now offered me mortgage assistance and I am in a 3 month trial program, paying about {$1300.00} a month. I am glad to be offered the option to stay in my home, but the information I provided to SPS shows my income, from a part-time job because I have not been able to find full-time employment, is about {$1600.00}. A bit unrealistic to offer me an option that leaves me nothing on which to live. 
2. The response from SPS about why my mortgage is so high, higher than the purchase price, after more than 20 years remains unanswered. It was stated that I purchased the home in XXXX for {$180000.00}. Incorrect. The property was purchased in XXXX for {$140000.00}. I 'd like to an answer. 

Thank you.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-09 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MD

Complaint narrative:
Im on a payment plan with my lender. They called and text and harassed me saying I didnt make my monthly payment and I did. They finally realized their error on the last day of the month with no explanation just we are sorry thanks. I am concerned that they are not keeping proper accounting records.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-21 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Settlement process and costs — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
My property was sold on XXXXXXXX2015 after 120 days sending documents to SPS servicer train to qualify for a lone modification., at the same time the bank, SPS servicer continue with the Foreclosure presiding 's, ( Dual Tracking ) at the foreclosure the SPS did not claim as Defendant my wife in the complaint and did not server any liss pendis documents to her, violation of state constitutional law .Art X, & XXXX, Fla.Const ; XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX XXXX XXXX XX/XX/XXXX ). the y have violated her rights to due proses and have violate her XXXX amendment constitutional right., I have file in civil court a Objection to sale, and to the bank SPS servicer a Appeal under the settlement agreement

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
Hello, This is a complaint about Nationstar Mortgage ( their website is mynationstar.com XXXX : # XXXX ). This company failed to inform me about my escrow found increase for the month of XXXX. On XXXX XXXX they received my XXXX mortgage payment that was short of {$39.00}. This organization sends me advertising emails weekly and even thru XXXX!!!!? But when it came to important info they failed to contact me. 
I received a phone call from them around XXXX XXXX informing me that my payment was short. I explained to their representative that I was not aware of the issue and the rep waved the late fees since I was always paying on time as long as I sand remaining payment immediately. ( This info is easy to check since they say that they record all the phone calls ). As I promised I sent them a remaining payment of {$40.00} ( I rounded up the required {$39.00} ) that was received on XXXX. On XXXX XXXX they received my new and increased XXXX mortgage payment of {$2500.00}. 
Last week I received call from Nationstar saying that I 'm " late again.. '' (!!!!? ). The rep told me that since my XXXX payment was short their " system allocated it in a principal payment and I still owe them regular payment ''. I explained my conversation with them in XXXX on XXXX XXXX payment of {$2500.00} was received and I got bill in a mail for 2 months plus fees of {$69.00}. 
It seems to me that it could be new way for banks to try to reposes homes from FHA home owner like me. Take a payment, blame computer system on misallocating it, put extra financial burden on home owner, reposes the home and split bonuses for a great banking work!!! 
Can some one help me with this problem? 
Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-14 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NY

Complaint narrative:
Select Portfolio Servicing Inc ( SPS ) sent a letter stating " Your Mortgage Has Been Referred For Legal Action ''. Further, the letter stated, " Select Portfolio Servicing, Inc. ( SPS ) the mortgage servicer on the above referenced account, has referred your account for legal action. However, you may still be able to avoid foreclosure. '' It goes on to outline " alternatives '' to foreclosure. Specifically on XXXX XXXX, 2016 we sent a RESPA Qualified Written Request for information demanding " Proof of authority from XXXX Bank XXXX XXXX XXXX Mortgage XXXX XXXX to conduct business on their behalf. '' Previously SPS had stated in correspondence the alleged involvement of the aforementioned entities in the subject mortgage. SPS has indicated that, in regard to the mortgage, " The Note Holder for XXXX Bank XXXX XXXX, as Trustee, Successor in interest to XXXX Bank, XXXX XXXX, as trustee for XXXX XXXX Mortgage XXXX XXXX. '' We have previously questioned SPS 's authority in the matter and have rejected and denied the profession of their role as servicer. SPS has not fully and properly responded to the RESPA request of XXXX XXXX, 2016 - there has been no detailed response to the inquiry. SPS now threatens us with legal action. We allege that their handing of this matter is in violation of FDCPA.

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