vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-28 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: AL

Complaint narrative:
I am a co-signer on a loan that is with Navient, formerly XXXX XXXX. When XXXX XXXX was in the picture, everything went very smoothly. When Navient took over is when all the trouble started. I have paid off many student loans in the past 20 years, never missed a payment and never had any problems. In XXXX I contacted Navient to get my payoff balance and the lady gave me my amount and said it would be good for 6 days. I immediately wrote my check for that amount and mailed it in. I track my accounts very closely so the amount I was given on the phone was what I was expecting. A week later, I got on line and checked my balance and to see if my check had processed. My check did process and was applied, but my balance was not XXXX, instead it was {$29000.00}. I immediately called them knowing this was just a clerical error and would be cleared up easily. I was told that it was my correct balance and that I now owed that much. Of course I was not going to leave this alone because I kept very accurate records. Very long story short, It is now XXXX, the problem is still not resolved. I have been passed back and forth between many of their departments with no clear answer as to why my balance is such. I 've been ignored when I try to press the issue and demand that someone research my account history. Once I was told that the change in my balance was done internally and I had no choice but to pay it. I challenged that statement and was passed back and forth between departments. The last contact I had with them was almost a year ago and I left a message for someone to call me back and I also sent an email to a contact I had there asking them to call me back. Til now I have not heard back. I am tired of trying to track someone down that will give me a real answer. Meanwhile, I know that I have paid this loan off.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: WELLS FARGO & COMPANY
State: TN

Complaint narrative:
My name is XXXX XXXX XXXX ( XXXX ), and my wife 's name is XXXX XXXX XXXX ( XXXX ). We have worked hard and paid our taxes all of our lives. My wife XXXX and I have had a rough time for the past few years, health-wise and financially. We have tried repeatedly to get help for our situation. 

Over 2 years ago, we applied for a program called KEEP YOUR TENNESSEE HOME. We have been on the list until XX/XX/XXXX, when we were told they had run out of money. 

Next we tried the REVERSE MORTGAGE program. Although I am XXXX, we could not use this program as my wife is only XXXX. 

Then we turned to our banker WELLS FARGO for help. We do not make enough money to qualify for their REINSTATEMENT PROGRAM. Since I am recently laid off my job, I then applied for their UNEMPLOYMENT PROGRAM, but we make too much money for that one. 

I have just received a foreclosure notice on our house. I will need to give you some background so you can better understand how we got to our present situation. 

In XXXX, I fell victim to a disease called XXXX. I would suffer XXXX attacks of XXXX over the next 2 years. XXXX would disable me for several days. XXXX would require surgery. XXXX would hospitalize me and nearly kill me. This left me unable to work and on Social Security XXXX. 

About 30 years ago, XXXX came to a halt at a stop sign, but the car behind her did not. Since that time, she has had over XXXX XXXX, including XXXX total XXXX. She has been unable to work since, XXXX, XXXX. 

In XXXX, we took in a little boy named XXXX XXXX. He was XXXX years old at the time. His parents are drug addicts and are both in jail. XXXX is XXXX years old and we are in the process of getting legal custody of him as there is no one else to care for him. 

My wife applied for SOCIAL SECURITY XXXX over 2 years ago and we are now waiting to hear from a federal judge on this matter on XXXX XXXX. If all goes as our lawyer says, my wife should get her XXXX then and possibly 2 years back pay which should be more than enough to clear up our finances. The problem here is it looks like WELLS FARGO, and the foreclosure lawyers are not willing to wait that long. 

Our mortgage holder, Wells Fargo, has just notified us that they are about to begin the foreclosure process on our property. As you can see, we have had a few rough years and desperately need help. Any other advice or help you can give us in this matter would be deeply appreciated. Is there not anyway that we can get help on this? Please keep us in your prayers. 

Yours Truly, XXXX XXXX XXXX XXXX XXXX TN XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-19 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XXXX XXXX I received a BALANCE DUE NOTICE to renew my home insurance policy ( XXXX to XXXX ) from XXXX XXXX XXXX company.This notice also indicated that Bank of America ( XXXX XXXX, CALIFORNIA ) is responsible for the balance due.On XXXX XXXX XXXX sent me a NOTICE of CANCELLATION of my home insurance policy effective XXXX because the BALANCE DUE AMOUNT billed to Bank of America ( XXXX XXXX XXXX CALIFORNIA ) was not paid. Thereafter a letter was mailed to me from Bank of America INSURANCE DEPT. ( XXXX XXXX, TEXAS ), dated XXXX XXXX, it stated that my home insurance policy coverage has expired and they do not have an evidence that I obtained a new coverage. I was instructed to immediately provide evidence of a new home insurance policy coverage or they will pay for the new coverage which will be more expensive for me. I contacted the Bank of America INSURANCE DEPT. ( XXXX XXXX, TEXAS ) and informed the representative ( XXXX ) that my ESCROW ACCOUNT with Bank of America ( XXXX XXXX, CALIFORNIA ) is responsible for my home insurance policy payment. The following is the representative 's response to me : ( 1 ) I am no longer with Bank of America ( XXXX XXXX, CALIFORNIA ). ( 2 ) My account was transferred to Bank of America ( XXXX, FLORIDA ). ( 3 ) My monthly mortgage payment is low so I should be able to afford paying for my home insurance policy coverage.I question the representative why I did not received a notification of this transfer.He apologized and strongly insisted that I pay and obtain the new home insurance policy. I objected. Afterwards, Bank of America INSURANCE DEPT. ( XXXX XXXX, TEXAS ) sent me a SECOND and FINAL NOTICE, dated XXXX XXXX, notifying me to obtain the new home insurance policy coverage or they will provide it at an expensive cost to me.And they did. A Bank of America INSURANCE DEPT. ( XXXX, TEXAS ) letter.dated XXXX, that I received notified me that they have acquired the new home insurance policy coverage including the proof of coverage and how much more I have to pay them. According to Bank of America INSURANCE DEPT. ( XXXX. XXXX, TEXAS ) my account was transferred from Bank of America XXXX XXXX, CALIFORNIA to Bank of America XXXX, FLORIDA. However, I received a letter from Bank of America XXXX XXXX, CALIFORNIA, dated XXXX XXXX, informing me that my ESCROW ACCOUNT payment will increase, hence, my monthly mortgage payment also, effective XXXX XXXX ( from {$1200.00} to {$1500.00} ) .They also provided a copy of the SUMMARY of my XXXX ESCROW PAYMENTS and REIMBURSEMENTS which confirm that they paid the ANNUAL PREMIUM AMOUNT to RENEW MY HOME INSURANCE POLICY COVERAGE on XXXX at the amount of {$1400.00}. I do not really know who to believe and what to do now. I am a senior citizen and an XXXX veteran. PLEASE HELP!!!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-30 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: IN

Complaint narrative:
I have been paying off my private loan for 8 years, and my balance has gone up over that time, rather than down. I have made numerous phone calls to talk about different payment options, and have been hung up on.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-07 00:00:00
Product: Credit card — 
Issue: Other fee — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN

Complaint narrative:
I had a XXXX, which was serviced by Bank of America. I paid off the current and outstanding balance of {$6600.00} on XXXX/XXXX/2016. On XXXX, I get an email stating the current balance is {$110.00} as interest was charged. How can interest be charged when I paid the entire balance? I called and was told the outstanding balance is not the payoff on their credit cards. What? Never heard of that before with a credit card. A loan .. Yes .. but not a credit card. I paid the payoff of {$110.00} and closed the card, but I do not believe them and they could not give me proof. I 'm wanting to warn others so they do not get hit with interest when they too think they are paying off a card. I 've paid off a number of cards in my years and this is a first for me.

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 2016-04-22 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
I obtained an XXXX XXXX XXXX through Fidelity Investments, and neither is taking responsibility for the gross negligence which allowed fraud to go undetected. Responsibility is being shifted over to Bank of America, a new vendor, and Fidelity has distanced itself from the product so that I can not even log on the account through their website portal. The balance remains on my credit report with major damage to my credit rating. The company address I am being given is FIA Card Services XXXX XXXX XXXX XXXX XXXXXXXX XXXX But Bank of America sent a no-reply email indicating that they are located in XXXXXXXX. The contents of the email suggest that collections will proceeed, even though this has been entered into dispute. XXXX was shocked they were not doing basic fraud detection that would be standard, but they have told me to deal directly with Fidelity who is dumping me off onto an unwanted relationship with Bank of America with a balance and ruined credit rating. 

I hope everyone reads this because Fidelity Investments was who I entered an agreement with, based on their company reputation, in addition to having respect for the XXXX XXXX logo. But that 's not who I am dealing with, and the damage is substantial.

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 2015-06-05 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I bank with Bank of America.I had a check deposited after XXXX on XXXX/XXXX/2015. My balance at that time was XXXX. The local banks were closed at the time. When I checked my bank account the following day it showed an overdraft fee of {$35.00}. I contacted the bank and they advised me that the check was processed between XXXX XXXX and XXXX on XXXX/XXXX/2015. I had a direct deposit into my account at XXXX on XXXX/XXXX/2015. In the past I have received notifications from my bank stating that I had until XXXX to make a deposit in order to avoid an overdraft fee. I received no such notification from them for this overdraft. The bank refused to reverse the overdraft fee. The check was specifically deposited after close of business to avoid an overdraft fee. They could not give me a reason as to why I was not allowed until XXXX on XXXX/XXXX/2015 to make a deposit. They show the deposit as occuring on XXXX/XXXX/2015 even though it was not processed until XXXX/XXXX/2015. I should have been given until the deadline of XXXX on XXXX/XXXX/2015. even if the check was processed at XXXX a deposit occurred XXXX hours later. I feel that this was an unfair practice by my bank. in order to charge me an overdraft of {$35.00} so taht they could make money.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-04-03 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: Navient Solutions, LLC.
State: MD

Complaint narrative:
XXXX XXXX, XXXX attended XXXX University and was told that I did n't qualify for any gov't help even though my parents could not afford to send me to college. My grandparents signed me up for Sallie Mae private loans. I was XXXX and had NO idea what a loan was or what a private loan was or what was even going on. Fast forward, I am now XXXX with {$55000.00} in student loan debt. I have paid THOUSANDS AND THOUSANDS of dollars and my balance has stayed the same. Once I paid a lump sum of $ 10k!!!!!! How is this possible? HOW IS THIS LEGAL? I will NEVER be able to pay these loans off. EVER. It is robbery. And they will NOT lower my monthly payment, consolidate my loans or budge in any way. I can not stop paying because they 'll garnish my ( part time ) wages ( i 'm a mom ). HELP!!!!!!!! I 'm trapped because of a corrupt system. I have paid and paid and paid and paid ... ..and it does n't matter. I 'm wasting money ... .... it 's horrific.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-09 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: NJ

Complaint narrative:
Hello, I made an agreement with Navient where I would make monthly payments of {$250.00} a month. I was told by Navient that my interest would be reduced to .001 % and no interest would be accrued on the account as long as I make my monthly payments on time. I have made my payments on time since XXXX 2015. I have bank statements and confirmations from Navient as proof. However, Navient is reporting to the Credit Bureaus that my account is delinquent and that I have not made any payments. This is not fair as I have worked very hard to uphold my part of the new payment terms.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-17 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
Bank Of America Have Become Very Inhumane And Their Fees Are Just Unjust! In Less Than XXXX Weeks I Was Charged XXXX Fees Totaling {$490.00}. Some Of These Charges Are For The Same Items - Same Item Charged XXXX Fees ( Fee Charged For Paying Item, Fee Charged For Un-paying The Item And Then A Fee Charged For Overdrawing Account. Called Bank Of America And They Were Not Understanding Of The Depressing And Hardship These Fees Have Caused.

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 monetary relief
Consumer complaint received 2016-02-03 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I called to make a payment on my credit card while driving to work.I was using the hands free option on my cell phone and kept asking to speak to a representative. I got a customer service representative who was quite rude, refused to take my payment and transferred me to the fraud department. The fraud rep ( male ) also refused to take my payment, and, despite me verifying every piece of information on the account, stated that he would have to call me back to take my payment. I told him I did not want any inbound calls from them to my cell phone as I did not know them personally and to transfer me to someone who could process my payment. He transfered me to XXXX, who told me that because I volunteered the security information on the account I was suspect and she tehn refused to take my payment. At this point they had wasted 40 minutes of my day, deeply offended me by treating me like I was a criminal for trying to pay my bill, and refused my payment. XXXX also stated that she would call me and process the payment, again, I was clear in stating that they should not call me. As I was on hold for the 3rd or 4th time during the call, I reached my destination. I then hung up so that i could call back and make my payment through the automated system, as I could key in all the information. As I was doing this, XXXX chose to call my cell phone, despite my vehement directives previously that they were not to call my cell phone. After I processed the payment, I called in to the customer service department to make a complaint.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-18 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
There was a line of almost XXXX people and only XXXX XXXX working.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-11 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC.
State: MA

Complaint narrative:
I am co-signer on a student loan taken out by my daughter about ten years ago. It was taken out through XXXX but is now serviced by Navient. Due to problems my daughter experienced in collecting her pay for her job, she stopped making payments. She did n't tell me. The loan has recently gone into default. The only written ( US Mail ) notice I received from Navient was recent, telling me that the loan was already in default. ( There may have been email correspondence telling me to login to their web site to see a message, but these things come all the time for less significant events. ) Then a series of phone calls started from Navient collections. First, they offered me XXXX lump-sum options, XXXX to release me as co-signer, the other a settlement in full. I did not have the tens of thousands of dollars available to me, so I declined. Both those offers came in the form of an email letter on Navient letterhead. 
The most recent phone call ( yesterday ) from Navient conveyed an offer that if I paid the back amount due on the loan and then made a monthly payment slightly above the most recent monthly payments that I could pay off the loan balance that way. The interest rate would be 0.1 % ( why? ). This sounded hopeful to me but there were obviously terms and conditions that I wanted to see in writing so I could talk them over with my spouse. Besides, my hearing is n't perfect, the phone connection was poor, I had to go outside my place of employment so there was road noise, I had no writing material or place to write, and the agent had a thick accent. It seemed so reasonable for me to ask for this offer in writing, but they refused. Instead, they said I had to make these payments for some number of months and then I would get something in writing. 
We went back and forth for a while, with my insisting on an offer in written form. The agent seemed to think that obviously I ought to trust him ( " This call is recorded and I would get fired if I lied to you. " ). This insistence on no written offer seemed so outside the norm -- more like a loan shark than a reputable company -- that eventually ( after much repetition ) I just hung up. 
I will be making those payments ; obviously I should, and they are close to the payments for the original loan. One big worry is what effect this will have on my credit rating. I already ca n't refinance my mortgage and save 2 % interest because of my credit score. At my age I probably never will. I also worry about the effect on my daughter 's financial future. 
I think that this " no offer in writing '' policy is outrageous ( and obviously not XXXX compliant ).

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
It seems like all of a sudden, Navient has raised my monthly federal student loan payment to {$620.00} instead of the income-driven amount of {$27.00}. Apparently, I need to renew my income-driven application, and when I go online to do so, I see that the income-driven choice requires me to continue making loan payments for 25 years. I have been under the impression since I went back to school in 2011 that student loans only have to be repaid for a maximum of 10 years. I am an XXXX and do not earn anywhere near enough income to make payments of {$620.00} a month. Now XXXX, I also have discovered that I am not likely to be hired for a high-paying job that would enable me to make those kinds of payments. Has the 10-year repayment policy changed? Please advise.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ME

Complaint narrative:
I went through a short sale process and was denied relocation assistance due to home appraisal saying that it was tenanat occupied and also a check mark saying I refused assistance. The question on the request for mortgage assistance was very vague. I was told that I could get assistance by phone but once the closing happened they refused. They continue to deny me the assistance even though I never saw any of paper work until after closing.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-07 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: AL

Complaint narrative:
This is my issue with Navient I called and asked about a payment plan and was given XXXX and then they want back on their word. They told me that the lady made a mistake when she told me that. I felt like I should have honor what was told to me.

Company response to consumer: Closed with explanation