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

Complaint narrative:
We took out a reverse mortgage in XXXX XXXX with XXXX XXXX who sold to Champion Mortgage loan number XXXX borrower past away in XXXX XXXX and the non-borrowing surviving spouse has been trying to sell the home. In XXXX XXXX Champion sent the estate a payoff demand due to the death of the borrower. Per the terms of the original loan we believed there were 6 months for the sale of the property plus extensions if necessary. 
We sent in our notice of intent as instructed by Champion along with authorization as trustee of the trust. The home was initially listed on the market as for sale by owner. 
We talked to XXXX of Champion on XXXX/XXXX/XXXX after receiving their denial letter of XXXX/XXXX/XXXX. She acknowledged that we had properly complied and everything they needed was in the file. 
On XXXX/XXXX/XXXX we spoke with XXXX of XXXX regarding the letter of XXXX/XXXX/XXXX saying the request was incomplete but did not detail what was missing. XXXX resolved that we indeed current with all documents. 
Champion the letter again on XXXX/XXXX/XXXX yet it was the same request so per earlier conversation with XXXX they had this data. On XXXX/XXXX/XXXX we spoke to Champion and XXXX regarding their letter dated XXXX/XXXX/XXXX. He told us to submit another extension request if needed as the property was now listed with a Realtor and in the XXXX system. Accordingly before the expiration of our first extension we sent another extension request on XXXX/XXXX/XXXX. 
Following our request for the second extension we received a letter from Champion attorney dated XXXX/XXXX/XXXX and spoke with her XXXX/XXXX/XXXX. She was only taking direction from Champion or Nationstar. Not sure if transferred or not. Then we received letter from Champion dated XXXX/XXXX/XXXX denied our extension request as it did not have supporting documents. Earlier they told us they could see the listing via the XXXX so we did not send our listing agreement with the Realtor. Then we receive a notice of default from Nationstar dated XXXX/XXXX/XXXX and a copy of the NOD from the attorney recorded XXXX/XXXX/XXXX. 
Today XXXX/XXXX/XXXX we called Champion to get some resolution as to the extension and XXXX XXXX refused to speak with us as he told us we had not authority on the file. This after we have sent all the data requested, confirmed on several conversations. These guys are bullies trying to maligning the widow of an FHA insured loan whereby they have no additional risk.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My primary residence is in XXXX, and I have a mortgage loan with XXXX XXXX XXXX ( originally XXXX ) which is now serviced by Nationstar Mortgage. It is with Nationstar that I have problems with. I am a XXXX in XXXX, but I had a substantial drop of income as I lost a significant providers at the time. This caused me to be in delinquent with my mortgage loan. However, throughout the last year, I repeatedly contacted Nationstar to set up a payment plan. I even offered to pay $ XXXX per month until the loan was current. THEY REFUSED TO ACCEPT UNLESS THE ENTIRE $ XXXX WAS TENDERED. I had also offered them $ XXXX cash now and the rest on a 6 months payment plan, which they also refused. They filed a Notice of Default on XXXX XXXX, 2015, and the XXXX day is around the corner. They had me applied for a loan modification, but I still have no idea with the status is at the present. The reality is if this continues I will be forced to file a Chapter XXXX bankruptcy to prevent my house from being foreclosed. And once that is in place, Nationstar will get much less than what I am offer. This will also ruin my records and business. Therefore, I solicit the help from your office to see if there is anything your office can assist to get Nationstar to act rationally to all. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
I have had a 30 year fixed mortgage for about 7 or 8 years ; the mortgage was serviced and or owned by XXXX XXXX XXXX simple principal and interest payment. On or about XXXX or XXXX of XXXX Nationstar Mortgage from Texas purchased my mortgage and then it began. The very first payment to Nationstar, I submitted my mortgage payment of {$1200.00} and Nationstar unilaterally decided to take from my mortgage payment {$62.00} for an escrow account, THERE ARE NO PROVISIONS IN MY MORTGAGE TO DO SO. So the writing campaign began - after several months they stopped tatking {$62.00} from from my regular payment but did NOT credit my account, therefore, from this time forward because of this my regular payments became late. I send to them each and every month my payment by Certified Mail and I have NEVER been late and/or missed any payments. I have in my possession copies of all my cancelled checks back to XXXX XXXX. Next fee to appear on my statement is a Property Inspection fee of {$60.00} - I live in Pennsylvania Nationstar is in Texas - when I inquired they wanted to make sure I was taking care of my hone! Next they " force '' me to purchase Flood Insurance for the year XXXX and XXXX it must be {$250000.00} - Flood Insurance is NOT in my mortgage agreement, I only owe {$140000.00} plus the courts have ruled you can not do so - I am a member of this Class Action ; did not matter I personally purchased Flood insurance approximately {$500.00} for each year. I have written to them by Certified Mail to Cease and Desist, delete all the fees, including the late charges, and to send me an " Amortized Statement '' of my mortgage account showing a straight principal and interest payment - to date they have refused. Requested an appeal procedure, such as arbitration, no response, no appeal procedure and no arbitration ; they just keep sending from letters, each time from a different person. I want to refiance my home because my interest rateis 8.9 % and I know it is NOT being caculated correctly ; with this on my credit record it is hopeless! Bacically, Nationstar " Unilaerally '' ignored the sign Mortgage Agreement and simple forced placed their " own '' rules.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-05 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
In XX/XX/XXXX I appealed to customer service via fax and email XXXX a copy attached ) within 30 days of the modification Hamp Tier 1 offer that the mortgage company Nationstar mis-calculated the income on my paystubs after I submitted to them reduced income paystubs due to medical reasons and medical documentation substantiating that. They did not respond to the appeal of the Hamp 1 but delayed and lost documents from XX/XX/XXXX until the time they corresponded with me. They then de-railed the loan over to the standard Modification program and did not address or respond to my Hamp XXXX appeal at all from XX/XX/XXXX until present XX/XX/XXXX. In addition, I have a surplus of XXXX in my escrow that customer service can use as a downpayment to assist with my modification but the escrow department will not assist me in returning those funds to me or applying it as a downpayment to any modification.. I am requesting they change my modification offer to a Hamp 1 that I originally appealed and waive thee XXXX, XXXX dollars in interest they have allowed to accrue by mishandling my loan and documents. They are impossible to reach my dedicated loan specialist and every time I call I get a different excuse, answer, or reason why they failed to respond. I do not want to lose my home. The value is XXXX and it is unreasonable to offer me a standard modification at XXXX dollars a month in two years with all the interest they allowed to accrue by negating the response to my Hamp 1 appeal. They have misdated documents, lost my financial information and have acted irresponsibly with this program. My loan number is XXXX and I am requesting that my surplus in escrow be returned to me of XXXX immediately to assist in this process. Nationstar also has a call center in the XXXX or some other country so they can avoid acting responsibly to consumers in the United States. Most of them do not comprehend English or financial terms and they have made it impossible to modify this loan on reasonable terms. I am requesting a Hamp 1 modification on a XXXX yr loan amoratized with the investors based on the income paystubs I provided and hardship. Not a 15 year XXXX yr interest only loan that I was not aware of at 10.5 percent interest. They have failed to act upon this request. Please assist me with getting my Hamp 1 as originallhy requested and it is documented they received that appeal and ignored it.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: MI

Complaint narrative:
loan # XXXX we began a process with quicken loans XX/XX/2015. seller paying closing cost and appraisal cost.. gave a {$400.00} deposit for good faith estimate. was to come off the down payment at closing. it would only be lost if we ourselves backed out ... many problems and XXXX times cancelling closing dates,, the seller backing out.. asked for the GFE deposit to be returned and was informed NOT HAPPENING! spoke with exec. office ... XXXX XXXX XXXX stated NO MONIES WILL BE RETURNED, also we 're lucky we do n't get a bill,, claims it cost {$550.00}. not true {$300.00}. seller paid and it was known to be that ... QL literally lied to us, they referred it as,, we were misinformed. have documents and correspondents to proof their total INCOPENTENCE! we did not stop or create the XXXX we 've been placed through.. our entire summer given to QL and now they want us to give them {$400.00} for the ride. from XX/XX/2015 THRU XX/XX/2015

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-01 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I submitted documents for a loan modification to Nationstar. Every XXXX months I would receive more loan modification packages to fill out. I would fill them out and submit them as requested. I was assigned a XXXX. I have never spoken to her because each time I called her at Nationstar, I was told they could not transfer calls. XX/XX/XXXX my home was bought back by the bank at an auction. I contacted Consumer Affairs, Nationstar said it would take XXXX days for them to respond. XX/XX/XXXX I received an email from Nationstar telling me my modification was denied XX/XX/XXXX. I did not receive the letter. I have called Nationstar on numerous occasions to inquire about the status of my modification. No one told me that I had been denied the loan modification. I want to keep my property and get a loan modication. What can I do to keep my home?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-06 00:00:00
Product: Debt collection — Mortgage
Issue: Taking/threatening an illegal action — Seized/Attempted to seize property
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA

Complaint narrative:
Around XX/XX/XXXX my wife and I lost all our income except Social Security. A consulting company I worked for lost a client I was handling..This was a $ XXXX. a month loss in our income. Prior to that my credit score was XXXX. That was the first time my Mortgage payment was ever late. Also prior to that time we lost about {$700000.00}. in a XXXX Scam .The principal is currently in jail and all our cushion was gone, this was XX/XX/XXXX. In that amount was % XXXX in my wife 's pension money he was managing. During this same time my wife was diagnosed with XXXX. 
We have lived in this home from XX/XX/XXXX and would like to save it. My servicer is SPS Inc.. I have some XXXX '' of paperwork they keep asking for the same thing over and over again.. We literally had not enough money to live on. As proud as I was I went for fuel help and food assistance. Now I have a full time job in the city I live in and we have combined income of about XXXX a month. Again I have asked SPS for help in Mortgage assistance and now they tell me while they review another set of documents the are going to begin the process taking my home. My credit score is up to XXXX from a low of XXXX. I have made my mortgage payment for the past 6 months of XXXX per month and have set up payment programs to get my head above water. The rate of interest is 6.375 % if they lowered the rate It would all help. That interest is in the XXXX the rate on the XXXX is XXXX and yet the first and second add a late fee each month. The value of my single family home is {$370000.00} and I have a XXXX balance of {$160000.00} including the arrears and a XXXX mtg. of XXXX thats a XXXX % ratio. Why ca n't they help me. I have now been working full time from XXXX XXXX for the City of XXXX. Plus I am on Boards that through off additional Income. I could have filed bankrupt and wiped all the unsecured debt out but instead I hoped to struggle a bit and move on. Please help. SPS has only continued to cost me money in tile and more paperwork than I feel they really needed. I worked as a Senior Mortgage officer for over 20 years and if I on anyone working for me treated our customer like this they would have been fired by 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 2015-10-22 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: AR Resources, Inc.
State: TX

Complaint narrative:
The hospital made a mistake and did not tell the XXXX department that this was a charity case from date of service due to non billable health insurance. 
I was never contacted by the collection agency before information was reported to the collection agency. 
I contacted A/R Resources collection agency I told them I do not owe this bill and to contact the XXXX department and they did not use proper collection protocol before reporting to the credit bureau. I have faxed over proof that I do not owe this bill and they are refusing to remove from my credit report.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
We are in the unfortunate position of having had our mortgage sold to Nationstar for servicing. Each month we pay the amount due ( principal and interest ) plus an additional {$750.00} toward the principal. We use Nationstar 's online form which allocates the payment accordingly. For whatever reason, Nationstar can not seem to understand that the additional {$750.00} is a payment against the principal. Some months it has been stuck in an escrow account. More recently, after several phone calls and hours spent talking to a representative and being assured that our account has been corrected and that the problem will not recur, the new approach ( last 2 months ) is to allocate to the next month 's payment, reducing the monthly amount due rather than reducing the principal owed. The following is an example of the communication we have been having with Nationstar : Subject : Payment PostingLoan : XXXX XXXX XXXX XXXX. XXXX XXXX CA XXXXDate : XXXX XXXX, 2015 XXXXOnce again we are writing to correct your posting of our most recent payment. We paid our XXXX payment on XXXX/XXXX/15. As we do every month we paid the amount due plus an additional XXXX in principal. Once again you have failed to post this payment correctly. Why is this so difficult? Compounding your error, your site indicates that you did not accept this payment toward the XXXX payment due and that we still owe an XXXX payment. Correct this as well. We are becoming tired of having to constantly correct your accounting of our payments. This is not hard, all you need to do is look at the allocation of the payment that is made with transaction and apply the funds accordingly. The incompetent handling of our account is very frustrating and stressful. We make our payments on time, even early, and expect reasonable service of our account. If you are unable to provide this minimal competent level of service please transfer our loan to some one who will. I would welcome someone calling me and explaining the steps you will take to remedy this situation. I can be reached at XXXX. XXXX XXXXThe only response to this email was to make the corrections requested. However, each month since has continued to be problematic with Nationstar mishandling our additional principal payment requiring calls to the service department. Its delay in applying my additional principal payments obviously impacts the amount of interest I am paying to my detriment but to Nationstar 's benefit. I suspect that my loan is not the only loan being handled this way, and if it is Nationstar is benefiting from its own seeming incompetence.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-22 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: COOLEY ENTERPRISES INC
State: TX

Complaint narrative:
I purchased my vehicle from Clay Cooley XXXX back in XXXX. I had issues from the beginning with every maintenance light being on in the vehicle so I ended up having to take vehicle back to get looked at. I get my car serviced regularly and have receipts to show for. I purchased a XXXX to have secure transportation for not just myself but for XXXX small children as well. I have not had the car even a year yet and the car just completely shuts down which put me in the position to do the research on the vehicle that was sold to me by their dealership. I do not see me putting more money into getting in fixed after being promised that the vehicle was good. I needed the car at the time really bad and after doing the research on the car other people have had the same issue as well. I pay my car note on time and I asked if I could trade in for something safer on the road as I am paranoid to drive the vehicle. I was told no. I am needing something done because they are more concerned on getting money and not assisting as I was told before.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I secured a First Deed of Trust from XXXX Bank XXXX dated XXXX XXXX XXXX, recorded XXXX/XXXX/XXXX. The subject property is located in XXXX XXXX XXXX, however, the Notary/Attorney executed the Deed of Trust on XXXX/XXXX/XXXX was in XXXX XXXX XXXX, the certificate of acknowledgment states State of XXXX XXXX of XXXX XXXX ( attached ) there is no such county in XXXX. There is only XXXX Assignment of Deed of Trust from XXXX Bank to XXXX Bank recorded on XXXX/XXXX/XXXX, I researched no other assignments have been recorded. Nationstar has been collecting my mortgage payments as the servicer for the last five years, I became suspicious when I received a Notice of Sale of Ownership of my Mortgage to XXXX XXXX in XXXX XXXX XXXXThe letter from Nationstar dated XXXX XXXX XXXX specifically sates this Notice of Sale of Ownership was recorded however, I am unable to locate the recording or Assignment. I subsequently received a notice from Nationstar Mortgage stating that my loan has been transferred to XXXX XXXX XXXX. I would like to see the Servicing Transfer /Release Agreement from XXXX to Nationstar Mortgage XXXX and also the Servicing Transfer Agreement to XXXX XXXX XXXX and more importantly the documents the documents which confirm a Sale and New Ownership to XXXX XXXX XXXX XXXX XXXX XXXX 
I do not believe the servicing of my loan nor the multiple undocumented transfers are legal.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
NationStar Mortgage Company claims that I missed a payment in XX/XX/XXXX. I called NationStar on XX/XX/XXXX at XXXX and spoke to a lady by the name of XXXX. I asked her to tell me what month and year was this supposed missed payment. She told me it was the XXXX XXXX payment that was not paid. I said if I could prove that it was paid, would I be reimbursed for all the late fees? She assured me that I would be. I have proof of all my payments including the one that they claim was not paid. I mailed the proof to NationStar XX/XX/XXXX. They have never acknowledged that I have provided the proof of payment. Every month they accuse me of being behind in my payment by one month on my mortgage bill. They also add late fees and ask for the missing payment which I do not owe. They are ruining my credit rating.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-26 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BB&T CORPORATION
State: NJ

Complaint narrative:
A vendor erroneously accessed my bank business account, which caused my account to overdraft. Bank charged me with an initial overdraft fee of {$36.00} and subsequently charged an {$8.00} overdraft fee every day, which continues to this date. Called bank and was advised that once funds were returned they would address issue. Went in person to bank and was told I would still be liable for overdraft fees - How could this be so I did n't cause it to overdraft My XXXX questions are how could I be liable for any over draft fee if someone overdrafts my account, admits they should n't have and rerurns funds that caused the overdraft, and secondly - can a bank charge an overdraft fee EVERY SINGLE DAY your account is overdrawn??? that is preposterous

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 2016-01-28 00:00:00
Product: Payday loan — 
Issue: Can't contact lender — 
Company: Genesis Financial & Payment Systems Holdings, LLC
State: UT

Complaint narrative:
Lender is contacting my boyfriends mother, who I do not even have a phone number for, to collect my debt. She is no relation to me, mere aquaintance and was never given out information about her for me including her phone number.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation