vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2022-01-12 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: JPMORGAN CHASE & CO.
State: MA

Complaint narrative:
On XX/XX/XXXX, I used a 0 % Balance Transfer check offered from my Chase Amazon account ( XXXX XXXX XXXX XXXX ) in the amount of {$6000.00}. On my statement ending XX/XX/XXXX, the 0 % Transfer Amount was included in my " Interest Saving Balance. '' The interest saving balance is calculated for the amount needed to pay off expiring merchandise with a % 0 interest for six months Equal Pay Offer. I believe the {$6000.00} Balance Transfer should not have been included in the Equal Pay Offer balance as it was interest free until XX/XX/XXXX. 

On XX/XX/XXXX, I made a payment of XXXX which satisfied the minimum payment amount due. I also made a {$600.00} payment on XX/XX/XXXX. I had chosen an automatic Minimum Payment draft, and these payments, having satisfied the minimum payment, should have completed all payments for the month, as has been the policy in all other months. 

Instead, Chase used the Automatic Minimum Payment option to place a withdrawal demand from my bank in the amount of {$5900.00}. As I did not have that amount in my checking account, I was charged {$27.00} return check by Chase and {$27.00} dollar return check fee by my bank. 

In addition, payments made after the processing of the Balance Transfer check have been used to reduce the Transfer check balance. The {$6000.00} balance for the Transfer Check due in XX/XX/XXXX has a calculated balance of {$4900.00} as of the XX/XX/XXXX statement. Because of the payments to the Transfer check, we no long have credit available for normal and customary charges as payments have not been used to pay down our interest bearing charges. 

On XX/XX/XXXX, I received another demand letter from Chase in the amount of {$5900.00} to satisfy the unauthorized auto-pay from my banking institution. 

In summary : Chase included an interest free Transfer Check balance, that is not due until XX/XX/XXXX, as part of an Interest Saving Balance payoff amount due in XX/XX/XXXX. How can an interest free transaction be due before the payoff date? 

To satisfy the calculated amount in error, Chase made an unauthorized draft in the amount of {$5900.00} on XX/XX/XXXX. This unauthorized draft resulted in a returned check fee of {$27.00} from Chase and {$27.00} charge from my bank. 

On XX/XX/XXXX, I received another Demand Notice from Chase to pay {$5900.00} to satisfy an amount not due until XX/XX/XXXX. 

Chase has allocated payments received to reduce the lowest interest charges. 

Chase bank is unable to accept secure messages on issues other than the menu of options available. Due to long wait times, phone calls are disconnected if they are over the time allotted for phone calls. Scheduling a call is not available. At this point, I believe the CFPB is my only recourse in resolving this problem. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief
Consumer complaint received 2022-01-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: FIFTH THIRD FINANCIAL CORPORATION
State: KY

Complaint narrative:
I made a purchase on XXXX which they cancelled. They refuse to help as does XXXX. Both told me to contact my bank. My bank is 5/3 and they are unreachable via the phone and no one either locally or on their chat will help me. I have been on hold 4 1/2 hours today.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: NY

Complaint narrative:
On Friday, XX/XX/XXXX, I discovered 2 unauthorized atm transactions on my account. 

Upon learning about these transactions, I contacted Chime customer service. I spent nearly an hour on the phone, between waiting and being transferred. When I spoke to an agent, I indicated that these transactions were not authorized and told them that this wasnt the first time this had happened with my Chime bank account. On XX/XX/XXXX, 2 similar transactions were posted to my account. One was {$300.00}, and the second was {$380.00}, for a total of {$680.00}. Chime investigated and determined that there was an error ; they credited my account for the balance of those transactions. 

On XX/XX/XXXX, the agent asked several questions regarding my account and transactions, which I answered honestly. The agent then advised me that Chime would be disabling my debit card to prevent further fraud. I told the agent that I believed that this was not an actual ATM transaction, and that I believed that this situation was similar to the XXXX transactions as I had not received an alert from Chime notifying me about either set of transactions. The Chime app alerts me to all transactions. I will often receive an alert before I leave the store where I made the purchase or processed an ATM transaction. 

Per the documentation I received today about these transactions, Chime has determined that this was not an error for the following reasons. 

Chime asserts that because I had possession of my card at the time of the transaction, and memorized the PIN, then I might have taken my own money out of the bank. 

Chime also argues the withdrawls are consistent with my banking behavior. They didn't acknowledge that large ATM transactions are rare on my account, or that I only visit free Chime ATMs, and specifically one in my neighborhood. Additionally, they argue that because there were no declined transactions on this debit card after these unauthorized transactions, then I must have already known what the balance was. 

This could be easily checked by confirming when and where I logged into the app to check my balance. I work remote, but I was working at my friends apartment so that I could feed his cats while he was out of town. I was sending emails at the time of the transactions, and the door man can attest that I was inside the apartment at the time. I was hungry, so I stepped out to eat. As I was not in my neighborhood, I checked the Chime app to locate free ATMs ( I only use Chime free ATMs ). That is when I discovered missing funds. 

Chime has indicated that the matter is closed unless I can provide new evidence. I can not afford to take a hit for {$620.00}. This is unacceptable.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Sent card you never applied for
Company: Block, Inc.
State: CO

Complaint narrative:
I received a debit card in the mail ( Cash App through Square ). I did not apply for it and have a block on my credit to not be able to open cards in my name. The card is through XXXX bank. When I reached out to the Cash App support there is no way to get ahold of anyone in any way, no email, phone says call volume too high and won't take calls, and request for code to login is also not available.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FIRSTBANK PUERTO RICO
State: PR

Complaint narrative:
My complaint is with First Bank in Puerto Rico. When I checked my statement I found the bank was charging me an ATM fee every time i used XXXX XXXX services. I purchased XXXX XXXX XXXX online and never used a bank ATM. This is the bank trying to profit from a transaction in which they are not the company or provide the service. I simply remove MY money from my account as if it were any online purchase. The bank down not do this, say, if I make an XXXX purchase. So why if I make a XXXX XXXX purchase? Still a purchase. This I consider fraud and illegal enrichment, if a Federal crime please prosecute to the fullest.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MI

Complaint narrative:
In XX/XX/XXXX I initially called Mr. Cooper ( aka Nationstar ) to inquire about the steps to remove PMI. Given the value of the home we purchased in XXXX had increased and taking into consideration payments made, our LTV met the 80 % criteria. I was told by the Mr. Cooper representative that we needed a certified appraisal and that the loan to value needed to reflect a value of {$420000.00}. I was told that I could use my own appraiser or one through Mr. Cooper, and that It could be a quick assessment online or a detailed. I paid for an appraisal and I submitted it on XX/XX/XXXX. When I did not receive a response, I called and the representative told me that my request was being rejected because the appraisal had to include pictures of every room in the home, which was not specified as a requirement, and that the report must state the improvements were completed since closing. This conflicted with the information I was originally given, which was that the appraisal could be a " quick '' appraisal for the cancellation request. I resubmitted the amended appraisal on XX/XX/XXXX and provided the requested information and receive a denial letter on XX/XX/XXXX. The denial reason was not specified in writing, and indicated I must call a representative. The representative indicated that the denial was because we had not owned the home for 2 years, that the review process was different due to the ownership timeline. I was not informed of this until this conversation which was very frustrating. I requested requirements and details regarding the denial in writing and they refused. Given the appraisal was still within the 120 day timeframe, I resubmitted the request after the 2 years had passed since closing on XX/XX/XXXX. I received another denial on XX/XX/XXXX indicating the Loan to Value comparison is based on the original purchase price and value instead of the current appraised value. I wrote another email on XX/XX/XXXX requesting the process for appeal and for more information. I received a call the first week in XXXX and the representative informed me that since 2 years had passed since closing, the LTV requirement was 70 % and that I would need to submit another appraisal. Every time I talk to a Mr. Cooper representative, they give different requirements to remove the PMI. I have asked for the process in writing and they refuse to provide it, they only review the requirements over the phone. I have asked for the appeal process and requested to dispute, but they have not provided anything in writing.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Mountain Run Solutions, LLC
State: TX

Complaint narrative:
Debt collector was trying to get me pay the balance on a home alarm that I didnt open. when I asked to email me the information they were confirming me a different email address that is not mine. if this was my account they should have all correct information. I asked them to remove it from my credit but they refused and threatened me to be sued. They also hit my credit score.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Public record information inaccurate
Company: EQUIFAX, INC.
State: WI

Complaint narrative:
The credit bureau stated that they properly verified an account but I have proof that they did not verify this account. 

According to fair credit reporting act, 609. disclosures to consumers [ 15 u.s.c. 1681g ], you have 30 days to investigate these accounts and delete them if they are not verified correctly from the creditor. 

The fair credit reporting act 611. procedure in case of disputed accuracy [ 15 u.s.c. 1681i ] states an item of the information is found to be inaccurate or incomplete or can not be verified, the consumer reporting agency shall ( i ) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation ; and 52 611 - 15 u.s.c. 1681i ( ii ) promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Public record information inaccurate
Company: Experian Information Solutions Inc.
State: WI

Complaint narrative:
The credit bureau stated that they properly verified an account but I have proof that they did not verify this account. 

According to fair credit reporting act, 609. disclosures to consumers [ 15 u.s.c. 1681g ], you have 30 days to investigate these accounts and delete them if they are not verified correctly from the creditor.

The fair credit reporting act 611. procedure in case of disputed accuracy [ 15 u.s.c. 1681i ] states an item of the information is found to be inaccurate or incomplete or can not be verified, the consumer reporting agency shall ( i ) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation ; and 52 611 - 15 u.s.c. 1681i ( ii ) promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.

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 2022-01-12 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Flagstar Bank, N.A.
State: MD

Complaint narrative:
We purchased our home on XX/XX/XXXX. We made regular mortgage payments of {$1500.00} for 15 months. In XXXX of XXXX, I lost my job due to Covid19 economic issues. I found another job in XXXX of XXXX but lost that job to Covid19 as of XX/XX/XXXX. I received Unemployment Compensation with the additional federal allotment, so my wife and I continued to make mortgage payments through XXXX of XXXX. In XXXX of XXXX, our mortgage company, XXXX, sold the mortgage to Flagstar Bank. Due to our situation and when Unemployment Compensation ran out, we entered Forbearance with Flagstar in XXXX of XXXX. 
In XXXX of XXXX we were offered a VA XXXX XXXX by Flagstar. The payment was increased from {$1500.00} to {$1700.00}. We initially declined the offer since the payment was increased by almost {$200.00} per month. This was going to be difficult as I paid for schooling to become a XXXX XXXX  XXXX XXXX XXXX and my income was half of what it was prior to Covid19. 
After further discussions with Flagstar via phone, we were offered a Trial Plan Agreement. We did receive an email with the agreement details, we signed it and sent it back to Flagstar, but never received a signed copy back even though we called several times requesting the documents. The payment was {$1700.00} and payments had to be made via phone and direct ACH from our checking account. We did this for four months in XXXX, XXXX, XXXX, XXXX and XXXX. However, in XXXX of XXXX, Flagstar informed us that we were not on any Trial Agreement and that our payments were merely going to our outstanding forbearance balance. This was shocking to us! We were told that our only option was to submit a Loss Mitigation Application, which we did, and we suspended the trial payments in XX/XX/XXXX, and XX/XX/XXXX. 
Now Flagstar is denying our application for the following reasons : 1 ) Our property was not impacted by a federally declared disaster false, since President Trump declared a nationwide emergency pursuant to Section 501 ( b ) of the XXXX XXXX. 2 ) Flagstar claims we did not make 12 consecutive mortgage payments false, as described above, we made 15 payments, plus the four trial payments.

Every time I have called Flagstar to discuss our situation, I have been given a different story. First we qualify for a Trial Mortgage Plan, then we dont. Copies of requested documents are never provided by Flagstar. Flagstar repeatedly denied things over the phone and changed offers on multiple occasions. There has been no plan to help a veteran, but rather the bank seems to just be trying to recoup the money from our time on forbearance. 
Now Flagstar says that unless we bring the mortgage current by giving them {$21000.00}, then they will move forward with foreclosure. We are appealing the decision to deny the loss mitigation

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 2022-01-12 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: DISCOVER BANK
State: CA

Complaint narrative:
This company continues to harass me over debt that doesn't belong to me. I've sent in proof of its fraudulence, yet they continue to report it as accurate. In fact, XXXX deleted the accounts due to its lack of merit, but this company had it added back on which is illegal and a violation of my rights. This is causing me extreme anguish and I'm considering litigation. Please remove this account from reporting to the credit bureaus.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
I cancelled a subscription service with XXXX XXXX, but Citi continued to pay them through my credit card. I disputed the charges twice on XX/XX/21, twice on XX/XX/21, four times on XX/XX/21, and twice on XX/XX/21. Citi decided they represent XXXX XXXX instead of their client, me, and sided with XXXX XXXX every time. I changed my credit card number, and Citi still allowed XXXX XXXX to charge my account. I called twice to inform them to stop paying, but Citi never stopped. The only way Citi would stop paying XXXX XXXX was for me to close my account, which impacts my credit score.

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 2022-01-12 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: PA

Complaint narrative:
On XX/XX/2022 I tried to access my paypal account. I wound up needing to enter a security code that was sent to my landline telephone via a voice recording that I used to sign in to the site. I then tried to use my paypal account for a purchase. I was asked to enter a security code which again was sent to my landline telephone. I tried to enter it but it was rejected. Subsequently my telephone number was also rejected by the site. At this point I contacted their customer service to try to straighten this out. I was basically told that paypal requires a mobile telephone to receive texts in order to use their service. I have been on XXXX for many years and have limited discretionary income. I do not have a cell phone and seriously do not need one. I find this requirement to have a cell phone a bit onerous and discriminatory. 
Paypal customer service offered twice to close my account of twenty years. Twenty years in which I have had no problems with my account until they made rules that exclude me from using their service.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2022-01-12 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Chime Financial Inc
State: VA

Complaint narrative:
I noticed I charge of {$250.00} on XX/XX/21 from XXXX XXXX A. I have never been to XXXX XXXX A. I am vegetarian and I do not like their blatent flaunting of their XXXX ideals so I would never support them. My bank, Chime, keeps telling me it is a valid transaction. I did not make this purchase and I want my money back.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: MARINER FINANCE, LLC
State: NC

Complaint narrative:
the case is against Mariner finance in XXXX NC. I have a lien on my vehicle with them. the vehicle is not working and is dead and there is nothing i can do about it because it keeps breaking down etc. i purchased the vehicle from XXXX on XX/XX/XXXX at that time, i let the previous vehicle go back to the original finance company, XXXX  XXXX XXXX XXXX mariner finance also had a lien on the vehicle. i explained to them that XXXX XXXX would be contacting them to pay the balance off so that the title could be free and clear after santander auctioned the vehicle off. mariner insisted i still keep the loan with them. so after i purchased the new vehicle, mariner wanted to put a lien on that one as well and they did, and only offered me like {$200.00} to do so. which i didnt like and they would call me multiple times trying to get me to pay them money on the loan. im a very sick person with lots of health issues and im a XXXX veteran. i explained that to them, to one of their employees, who insisted i drive to their location to sign some paper work etc. i kept telling her i get sick a lot and cant do anythinig like that and because im on lots of medications daily. i want nothing more to do with this company

Company response to consumer: Closed with explanation
Consumer complaint received 2022-01-12 00:00:00
Product: Debt collection — Payday loan debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: OR

Complaint narrative:
I asked the debt collector for a validation letter confirming that I owe the debt and she refused to send one. She said she would just process the collections order with the court

Company response to consumer: Closed with explanation