vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-10-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: OR

Complaint narrative:
The short sale of my home was approved by XXXX through the servicer NationStar. We have a closing date of XXXX XXXX, 2015. Now the Servicer, Nationstar, is saying they wo n't allow buyer closing costs to be paid which were on the offer and on the approval ( as stated as item XXXX seller concessions of {$5000.00} ), plus they are trying to negotiate the title insurance fees ( as stated as XXXX as other closing costs ), which were also on the approval. The HUD had been submitted several times with neither the buyers closing costs nor the title fees being mentioned as an issue before yesterday. The buyer can not close without the closing costs as part of the deal. The fees the servicer is trying to negotiate or discount can not be as it is considered illegal to do so. All parties have signed. The buyers lender is ready to fund. My agents have complied with all the requests of the Servicer. They have emailed and left several voice messages to understand what is happening and have had no reply. This is suppose to close and record tomorrow, XXXX XXXX. Due to Nationstar not responding and changing the terms, my sale will not close and my house will go into foreclosure.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
Re : Estate XXXX XXXX XXXX Nationstar Mortgage Loan Account Number : XXXX. 

I am disputing the above-referenced debt. 
I have produced to you and your organization proof of payments in several occasions and had requested the above records but in return you and your organization had chosen to ignore my claims, emails and calls. I am disputing this debt, because I have made all the mortgage payments and do not owe this debt. As a result, I request that you carefully review this matter and send me the final pay off amount. You should not report it to the credit reporting agencies and if you have already reported it, I demand that you immediately notify the credit reporting agencies that the debt is disputed and/or delete the trade line from my credit report. According to my records, which I am enclosing again, the discrepancy on properly crediting my payments began on or around XXXX XXXX when you bought this mortgage from XXXX. 

Reporting information that you know to be inaccurate, or failing to report information collectedly, violates the FDCPA and the Fair Credit Reporting Act. 

Please find enclosed with this letter copies of all payments made to this loan from XXXX XXXX up to the present for you to verify the debt in this account along of a copy of a letter sent to this company in reference to this issue.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
I contacted Quicken Loans for refinancing my mortgage and rolling in a HELOC. I informed them that I had foreclosures in my credit history and they told me that because the properties that were the subject of the foreclosures were not dwellings ( they were undeveloped lots ) Quicken did n't consider them to be foreclosures. While I did not understand why they said this it was obviously beneficial to me so I was pleased. I submitted an application for a conventional mortgage. At some point during the process I was informed that because of the foreclosures I would no longer qualify for a conventional mortgage. I had to change my application to FHA which calls for PMI. At closing I paid approximately {$3400.00} for PMI and am now paying approximately {$130.00} per month for PMI. Over the life of the mortgage, 30 years, this will cost me approximately {$51000.00}. There are many emails between Quicken reps and me that substantiate my claim. I also wrote a letter to XXXX XXXX, President and CEO of Quicken, but that only produced a phone call from XXXX of their reps explaining that they would n't do anything this issue. Quicken has never denied my version of this incident. They offered me a {$500.00} discount on closing costs of a refinance in 4 years if I want to refinance my current FHA mortgage for a conventional. This is a joke. I have much more detail on this matter available, including the letter I sent to XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OH

Complaint narrative:
Lost our house because Nationstar forced us to insure our home for XXXX ( only worth XXXX ) because it was over XXXX square feet. On top of that we are in a flood plain and had to purchase matching flood insurance. our payment went from a comfortable XXXX to almost XXXX per month. This was our home. We were proud of it and had to make a very difficult decision to walk away because after after 4 years of paying the high payment we were drowning and no one from Nationstar was willing to help. I 'm sad to drive by and see that the house has been sitting empty for almost three years. Would n't it have been wiser to work with us oon making it affordable. They tried to auction it off and could n't even get any buyers. It breaks my heart everyday cause our memories are there and we miss it. Now it just sits empty falling apart unsellable.

Company response to consumer: Closed
Consumer complaint received 2016-08-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
I became suddenly ill in 2013 and had to go on long term XXXX. My salary was cut in half but I managed to pay my mortgage on time every month until the long term XXXX just stopped paying me. I had to appeal the XXXX while also waiting for an answer from Social Security. At this point I became two months behind. I was honest enough to call Nationstar right away and tell them what was happening to me. I was eventually turned over to a FORECLOSURE PREVENTION SPECIALIST. How ironic is that title. I won my long term XXXX appeal and have also been approved for social security so I have been able to make XXXX payments, but I am still XXXX behind. I filled out a application to modify my loan on the basis of medical hardship. It was denied pretty quickly. Explanation was I did not qualify ... ..that 's all the " specialist '' could tell me. She did say I could fold in the XXXX late payments to my already {$940.00} a month payment and add extra to it. So I qualify to make extra payments on half of my salary but I do n't qualify to lower my payment. These are crooked people, they do not take your hardship and decrease in salary into account. The problem for me is I am under water, I can not sell my home for what I owe on it, and the payment is too high for my decrease in salary. I need help. But when it comes down to being XXXX, I do not qualify. I have owned my home for nine yrs. They are unwilling to budge because frankly they are making a killing off my payments. I want to add that I asked my " specialist '' if they would consider waiving the penalties and interest and remove the credit ding that this has caused, and that was a also a big NOPE. If I had deliberately caused these things to happen, I would understand. I think this is discrimination.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OK

Complaint narrative:
i am not delinquent on anything at nationstar. nationstar added this document to my account and it feels like they are XXXX with me again now in a different fashion. i do n't know what to make of this document. i pay my full mortgage payment each month and i have no clue how i can be delinquent on anything in my account from nationstar. it seems like every time i think my account is settled and going good nationstar gets sneaky and extorts more and more money out of me. nationstar is full of scammers! what does this document mean????

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
Nationstar Mortgage is impossible to get on the phone. They send me letters and ask me to call my loan specialist. I call and ca n't get thru. They ask me if I want them to call me back after keeping me on hold for a long time. I give them my number. When they call, this line instantly goes dead. They post that their customer service hours are XXXX to XXXX Mon thur either Thursday or Friday ( they have listed both versions in different letters and on their website. But when I call after XXXX XXXX, I get a recording that they are closed for the day. But it 's XXXX XXXX ... they are supposed to be open for another XXXX hours. Unless the central time they are talking about is in XXXX. I am behind on my mortgage and struggling to keep up, but when I have money to send them, why do they make it so XXXX hard to call and make a payment on the phone?

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-19 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
I tried to dispute this case with BB & T and was treated very poorly in many nice words.I am attaching the letter I gave them. I overdrew my account XXXX yet I got charge XXXX times for a total of {$460.00} instead of {$72.00}. Why am I disputing this? Well according to their posting procedure which should have been posted in order I would not have had this issue. I first spoke to the senior personal banker and I know she do not really wanted to clear this.I am just speculating. I apologize if I am wrong. I also spoke to the manager seemed to understand but said to me that It would not be fair to treat me special ( XXXX/XXXX/2015 ) .I do n't care to be special just do n't rob me or anyone blindly. At least XXXX XXXX XXXX and XXXX do not deceive their customers in their disclosures. They state clearly that they can change posting orders which I am sending to you to see what they have on paper. 
BB & T representative at the branch said it is considered a hard posting. I do n't see how the computer system coincides with their policy. I am willing to take them to arbitration.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-10 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
The family trust submitted necessary documents for completing a short sale to the lender ( Champion Mortgage ) holding a reverse mortgage on property held in the trust. All documents were submitted in a timely manner, including an appraisal. The appraisal was ordered by the trust, therefore it had to be reviewed by a HUD approved third party reviewer. The review process took over 3.5 months, due to periods of no activity by both Champion Mortgage and XXXX ( appraisal reviewer ). This extraordinary long review process caused the appraisal to exceed the 120 day HUD limit on the appraisal. A letter was submitted to Champion requesting that the appraisal be honored given the unacceptably long review process. The request was denied with the offer to pay for another appraisal. The new appraisal came in $ XXXX higher putting the purchase out of reach for the family member requesting the short sale purchase. Another letter was submitted to Champion again requesting that the original appraisal value be honored given the flawed appraisal review process. A Champion problem escalation representative contacted the trust executor apologizing for the situation and suggesting that we consider appealing the new appraisal. 
About a week into the preparing the appeal, we found out that the home had been sold in auction. We were not notified that the sale was imminent or that the property was sold. We heard about the sale from the individual who purchased the property. In fact, when the Champion escalation rep was informed of the sale, they were totally surprised and had to investigate to verify the accuracy. Reportedly, a request to rescind the auction foreclosure sale ( generated by Champion managers ) was denied by the responsible vice president. The property is still in escrow to our knowledge. The sale took place on XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-03 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
Nationstar has not provide correct information about my account since the first transact XXXX 2013. 
They opened a new account XXXX 2013. I was not provide a payment schedule, coupon book. 

I have faced tremendous loss since XXXX 2013.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: WA

Complaint narrative:
I applied for refi on day one. Told a fixed interest rate and that was best they could do. Told process was XXXX.!!! If process continued to appraisal, would cost XXXX if I cancel after that charge occures.Day two I call my original broker, get much better offer.Day three I call and am told they had me sign a variable rate contract by mistake but that they would send correction to sign. NO! No mistakes should have been made. I got a much better offer. Stop everything! Cancel my application and forget I called. I do n't trust you. Then his supervisor called. I repeated everything. He said they might could match the interest but it would be a week or two to go to committe. I told him I already had a locked rate somewhere else STOP EVERYTHING. This was day three. A week later they charged me {$500.00} dollars saying the loan officers were proceding with the loan. I do n't know what it takes with these people, but they obviosley purposfully vindictively continued to charrge my account because I cancelled.I never got a call for an appraisal they supposidly charged me for. When I contacted them today XXXX said she was personally do me a BIG FAVOR. She would try and return the money as they LEGALLY have to. I do n't believe it. HELP!

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-08-13 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: TN

Complaint narrative:
I had a co-worker tell me about refinancing my home with Quicken Loans ... I called the company to ask what they could do for me etc ... I gave them all the info they need reguarding my home etc ... the guy pulled my credit score which was XXXX he said, he could combine my mortgage and debt i had and save me about {$260.00} a month and that I could write off mortgage than my debt every year and save me money ... they sent out an appraiser etc. I lost {$500.00} of my money now ... since we were trying to get a loan for about {$180000.00} and house appraised for refi only, he gave me $ XXXX, he was maybe at my house XXXX min .... my Realator said, he low balled the amount, min. should 've been $ XXXX as high as $ XXXX ... Not only have I lost my {$500.00}, but I felt mislead ... So upset over the whole thing, I was just trying to consilidate. I had some equity already when I purchased the house 2 years ago this month.. 

thank u, XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MD

Complaint narrative:
I have submitted documents for consideration of modification to my mortgage servicer multiple times and they say that they did n't receive all of the documents, or that the case was still under review. I have received multiple notices of my " Relationship Manager '' being changed from the servicer, Select Portfolio Services. They have listed the wrong dates on when they received my documentation ( XXXX should have been XXXX ) and have said on multiple calls that my case was " under review ''. Recently, they closed the review and have a foreclosure sale scheduled, despite my many attempts to pursue home retention options. They have acted in bad faith. I was told that my only option was a " cash for cooperation '' program and tha an inspector would contact me to schedule an appointment to evaluate the value of the property. After not hearing anything for a week, I called the servicer again ad was told that the customer relations specialist " must have forgotten to send the email '' to the department that schedules inspections. I have filed for assistance with my local Clerk of Courts for foreclosure mediation. The servicer can not give me a firm timeline of when I would have to vacate the property. I can not move forward in finding a place to live without a timeframe. I asked to speak with amanager after not being able to get answers and was told that my case would only be escalated for review if I had a solid offer on the home from a qualified buyer.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-02 00:00:00
Product: Consumer Loan — Installment loan
Issue: Taking out the loan or lease — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
We had a line of credit that expired. We were under the impression that the balance would be turned into a fixed loan since the bank would not renew the line of credit. we got the fixed loan after all. BBT wrote us a fixed loan to repay the line of credit. this is fine. we always made our payments on the line of credit above what was requested on our statement. we have our checking and savings account with them. our complaint is they approved the loan with a 7.24 per cent interest rate which we understand is about three points above prime. our line of credit was at XXXX per cent. we thought the 7.24 was high but the bank would not budge. the loan is for 180 months and with this rate it will be years of mostly interest before we get to much going on the principal. we signed somewhat under duress because if we had not signed we would have gotten locked out of the offer which would have caused us to go bankrupt which we do n't want to do because we have worked hard for years to keep our credit in great standing. this incident makes us feel like a great credit rating means very little to them. our condo is now having work done which required a large assessment which the bank knew and now this loan with the high interest has really hurt. we have no problem paying if because we owe it but thought the bank could help us out with a lower rate. can anything be done to help us? we are regular working people trying to get by. we have been good customers of BBT since they acquired XXXX a few years back. 
Thank you for any assistance you may provide. 

XXXX and XXXX XXXX BBT Branch office on XXXX in XXXX XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TN

Complaint narrative:
I 'm recently divorced I 've been requesting a mortgage modification with the mortgage company Select Port Folio. they are in the process of reviewing the mortgage for the modification. I received a property foreclosure notice for XX/XX/2016 while my loan is under review..

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-15 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: BB&T CORPORATION
State: CA

Complaint narrative:
Regional Acceptance has been contacted my cell phone 4-5 times a day via auto dial & wo n't leave messages. Additionally, on XXXX/XXXX/15 they did call me and leave a voicemail at XXXX XXXX PST - which is a clear violation of the FDCPA to contact me prior to XXXX XXXX PST as I reside in California.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MN

Complaint narrative:
This is a qualified written request in regards to the follow up for resolution on CFPB Case number : XXXX spoke to Nationstar representative XXXX at ( XXXX ) XXXX as a follow up to CFPB Case number : XXXX and she advised that the current late charges on the account would not prevent my eligibility on the " Enhanced Pay -For - Success '' program. 
Please have Nationstar confirm on what exact date the {$5000.00} principle reduction, as part of the " Enhanced Pay -For - Success '' program, will post to Mortgage Loan Account XXXX? I have confirmation from Nationstar 's records of my required payment for XXXX/XXXX/15, posting to the account on XXXX/XXXX/15. Please have them expedite this principle posting and provide me the specific date, no later then XXXX XXXX, 2015, of the posting. 
Nationstar completed a horrendous miscalculation of escrow analysis amount in the statement dated XXXX/XXXX/2015 ( attached ), where they increased my payment from {$1700.00} to {$2200.00}, starting XXXX 2015, and then tried to cover it up with a new escrow analysis, out of the blue, dated XXXX/XXXX/2015 ( attached ), which reduced the payment, starting XXXX/XXXX/2015, to {$2000.00}. Nationstar has removed all record of the XXXX/XXXX/2015 escrow analysis from the online statements that I have access to. 
Please have Nationstar clarify the following : Why did they increase the payment for these two months? Was Nationstar trying to cause me to go delinquent by increasing the required payment {$470.00} for the two months so they would not have to apply the " Enhanced Pay -For - Success '' program? I specifically need root cause and time line of the error in calculation, when the error was discovered, and when Nationstar recalculated the escrow analysis. In addition, why did Nationstar required higher payment in XXXX and XXXX of 2015 and then send out the notification in XXXX about the recalculation with a new effective payment of {$2000.00} on XXXX/XXXX/15, the month after the 6-year anniversary payment was due. At the least, they seem to have known that there was an issue back in XXXX. Why would n't the XXXX 2015 payment have been reduced to the {$2000.00} after they found an escrow calculation mistake.

Company response to consumer: Closed with explanation