vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-12-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: MONEY SOURCE, INC., THE
State: OH

Complaint narrative:
Back in XXXX I stopped paying my mortgage because of a medical condition caused by my XXXX, which caused me to XXXX and not remember to pay bills. I missed my XXXX payment, paid in XXXX, and stopped paying through XXXX of XXXX. I received a letter from XXXX in XXXX and my husband opened it and made me call to make arrangements to pay the months that were missed. The letter stated that if they did n't hear from me within 30 days that it would go into pre-foreclosure, and even though I called within the 30 day window, the told me that it had been sent the day before and they would n't accept any payments. At that point I had all of the money in my account to pay the back balance in full ( over XXXX in my checking account ) but they refused to accept my payment. I was told that someone would be contacting me to make arrangements to stop the foreclosure proceedings. In XXXX I was contacted and they told me that I could resume making normal payments again but only in the amount due and only by check through the mail, so from XXXX through XXXX I did that, and starting in XXXX my husband took over the finances to make sure that everything was paid on time. I signed a Loan Modification Agreement, and the person that I talked to on the phone said that there was nothing they could do about reporting the late payments from XXXX but that once the paperwork was signed, that the foreclosure proceedings would be removed. From XXXX XXXX until we sold the house in XXXX of XXXX we never missed another payment, and no foreclosure paperwork was ever filed with the court. When we went to get a approval to buy another home though, they were reporting my payments late until XXXX of XXXX, so we had to wait at least until XXXX of XXXX before we could get approved. I sent the credit bureau 's paper work with bank statements that showed that each one of our checks cleared from XXXX XXXX to XXXX XXXX, but XXXX XXXX came back and said that they were reporting accurately. With that being said, we tried again in XXXX, and now the credit reports show XXXX lenders XXXX XXXX and The Money Source both reporting during overlapping times, and now it shows up as a foreclosure from XXXX XXXX through XXXX XXXX. We could n't do anything at that point, so we tried again in XXXX of XXXX and now the foreclosure is reporting through XXXX XXXX. XXXX is reporting the foreclosure and The Money Source is reporting late through that whole period at the same time. We first had to prove that it was n't a foreclosure and that there was only one company servicing the loan, they are both the same company and when we did the modification they changed who serviced it from XXXX to The Money Source and every time we dispute it, the issue gets worse.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-11 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Diversified Consultants, Inc.
State: CA

Complaint narrative:
The original debt is from XXXX. As part of a sales promotion, XXXX offered a {$250.00} gift card for purchases of their products. After establishing service, I never received the gift card. I made several phone calls to XXXX and always got the same response, " We see here that the issue is being investigated ''. The gift card was never received. After cancelling my service I was billed {$300.00} from XXXX. I did not pay the bill because I had not received the {$250.00} gift card. A few months later, I received a collection notice from Diversified Consultants , Inc . I immediately contacted Diversified Consultants and told them that the debt was not completely valid and would be disputed with XXXX. At the same time, I filed an official dispute, in writing, with XXXX. A few weeks later, I received a Voice Mail Message from someone at XXXX instructing me to call them back to discuss the matter referencing case # XXXX. I called them 2 times and left a message on their automated system and never got a call back or received any correspondence of any type regarding my claim. A few months later, I received another collection notice from Diversified Consultants , Inc. for the same claim. This, after I had already disputed the validity of this claim and never received any kind of response from either XXXX or Diversified Consultants. Shortly after, Diversified Consultants filed negative credit information on my credit file, again, after not responding to my dispute. On XXXX, I sent a certified letter to Diversified Consultants with all information outlining all details and offering a resolution to my dispute. My certified letter continues to be un-answered. Diversified Consultants has abused their power by erroneously filing negative credit information on my credit file.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-23 00:00:00
Product: Credit card — 
Issue: Transaction issue — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
We attempted to use our credit card at a hotel. The card was denied and we left the hotel without checking in. The charge was later applied to our account. We asked the hotel to reverse the charge ; they refused to talk to us. We asked USAA to reverse the charge ; they have now denied it twice after we followed all of their procedures. USAA provided an invoice from the hotel with no signature or card holder address ( because we did not check in to the hotel ). USAA cited that we did not reply to a request to offer a rebuttal to the hotel manager 's false statement about our stay at the hotel and applied the fraudulent charge to our account. However, we did provide a written electronic explanation ( two times ) as well as a signed statement mail to them in a business reply envelope they provided. Neither USAA or the vendor provided a signed invoice or receipt for this charge and despite the many written and signed statements we provided saying that we did not authorize a charge from the hotel ( because we did not stay there ) USAA charged us for this fraudulent transaction.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-16 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Diversified Consultants, Inc.
State: TX

Complaint narrative:
I have no knowledge of said debt.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-18 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ

Complaint narrative:
In XXXX of XXXX, I got divorced from my ex husband. He was awarded our XXXX XXXX XXXX, that XXXX financed through USAA Bank. In XXXX or XXXX of XXXX, a tow ruck appeared at my home, and the driver proceeded to try to repossess my XXXX XXXX XXXX, which was at the time current on the payment and finances through XXXX Bank. I had the police come to the house and they were able to get the report guy to put the car down, explaining that he was trying to take the wrong vehicle, the police had me open my garage, to prove that the XXXX XXXX was not on my property. This was the first I was told that the car was behind on payments. My ex turned the XXXX over to USAA sometime in XXXX. At which point I sent them the divorce decree showing that I was no longer liable as he was awarded it in the divorce. In XXXX of XXXX my ex filed bankruptcy and USAA started once again reporting a charged off car loan on my credit. In XXXX XXXX I ended up paying the car loan to settle for a lesser amount to stop the negative reporting on my credit report. Since I paid them they have continued to report it as a charge off. Multiple times every year.. I have tried contacting USAA regularly to resolve the issue. I keep getting transfered all over the place and no one is able to resolve the issue.. I have been turner down for XXXX banking positions with the excuse that they can not place me in a position of loan origination with this charged off car loan on my credit. I did not get the car repossessed, I did not file bankruptcy, and I paid them to settle the account, even though I was no longer legally liable as that is what USAA said needed to be done for it to be removed. I just went again in the beginning of XXXX to try to refinance my home and am shocked to see that the bank has yet again reported the charge off as of XXXX XXXX XX/XX/XXXX..every time they report this my score drops XXXX point and I can not refinance my home. What is the point of paying rg debt if they are not going to leave my credit alone and are going to continue this harassment, which I thought was illegal. Please send me the name of an attorney in Arizona who can help me.. Thank you XXXX XXXX.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-03-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY

Complaint narrative:
I wanted to proceed with a mortgage refinance on my primary residence and I was rejected by USAA Federal Savings bank due to my debt to income ratio which was 48 %. The associate stated that the debt to income ratio should be 45 % or under. So I applied with my wife as joint applicants. We were turned down as well due to the fact that her credit score was below XXXX ( XXXX ). I am displeased due to the standards imposed in trying to apply for a refinance. We are hard working individuals that want to consolidate the XXXX mortgage loans into XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-24 00:00:00
Product: Credit card — 
Issue: Credit determination — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR

Complaint narrative:
My credit limit with USAA has be {$14000.00} until XXXX XXXX, XXXX .... My credit limit was reduced to {$500.00} on XXXX XXXX, XXXX ... They claim it was combination of usage and credit report. I have a XXXX score with XXXX and XXXX with XXXX. I monitor my credit report monthly with subscriptions with XXXX and XXXX .... I have never been late or made minimal payments .... I pay of balances quickly ... .. I do use the USAA credit card. I had a {$3100.00} balance in XXXX XXXX that I paid off before XXXX. Made {$150.00} purchase in XXXX XXXX and paid it off in XXXX XXXX ... .. Its a military exclusive membership only bank ( USAA ). I was drafted in the XXXX 's processed for service and then cancelled because of military pulling out of XXXX. My son served in the XXXX. I believe that USAA is trying to get me to cancel my membership by lowering my limit from {$14.00}, XXXX to {$500.00}. I spoke to several people with USAA that could not explain with any detail. I believe this is a bias racial action by a staff member of USAA. I have an excellent credit history own XXXX homes and a rental and have a personal yearly income of over $ {$83000.00} ... I spoke to XXXX ( USAA ID # XXXX ) this morning an executive personal member for USAA ... I believe this was a racial action.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-26 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: BBVA FINANCIAL CORPORATION
State: TX

Complaint narrative:
ATM card stolen XXXX XXXX. : XXXX. Bank refusing to provide restitution. Bank will receive ongoing filings on here if they continue to avoid rules. I have lost my engagement, nearly lost my apartment 4 months ago, and my vacation I invested funds in I can not recover over this. Beyond angry and will attempt resolution w/ branch in person if necessary. Litigation imminent. Bank has no response to the issue. Bank is saying we know the rules and we do n't like them because they are n't in our favor, so we 'll just go ahead and keep the funds while asking for additional documentation, stalling, lying, passing the issue from department to department and jerking me around because bank security measures failed. Unacceptable.

Company response to consumer: Closed
Consumer complaint received 2016-04-06 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Taking out the loan or lease — 
Company: WHEELS FINANCIAL GROUP, LLC.
State: CA

Complaint narrative:
In XXXX, I was in need of a loan to move and the television and radio were inandated with advertisements from " 1-800- Loan-Mart XXXX '' I called and they offered me a " title loan '' for {$10000.00} specific to my XXXX Toyota Camry. The payment was and remains a staggering {$850.00} per month. Also, my ex-husband bounced a check to me in XXXX XXXX, which prevented making a payment so I called for an extension to which they repossessed my car, for the payment and charged me almost {$2500.00} to get the car back. The car was in the possession of an auctioneer only XXXX, which is where I retrieved the car from. I have been paying the {$850.00} monthly for over two years and the principle balance or payoff remains just a XXXX less than the original loan. What guidelines regulate the loan industry and why are they permitted to be rude, abusive and lend money like XXXX loan sharks?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-20 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Shopping for a loan or lease — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
USAA advertised a 1.49 % 24-month new auto rate. I applied and was given a rate of 3.15 %. 

After calling, I was told that I was extremely qualified and they did n't know why I did n't receive the best rate. They then gave me a different rate, which was lower, but still not the top rate. 

I was sold I had a near XXXX FICO score, great income, etc. and no one was able to tell me why I did n't qualify for the top rate. 

I believe this is a UDAP violation and needs to be investigated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: MB FINANCIAL, INC.
State: GA

Complaint narrative:
My roof got damaged by wind. XXXX XXXX insurance issued a check to me to replace the roof. The check needs mortgage company MB Financial endorsement. I sent the check to them and MB Financial deposit check on XX/XX/2015. I submitted all required document to MB Financial XXXX/XXXX/2015. MB Financial still hold the check. Without their check I can not hire roof contractor to fix my roof. XXXX XXXX has already approved and paid the check. But the XXXX XXXX check is still holding by MB Financial for more than 6 weeks. 
I need MB Financial to send me the check as soon as possible to fix my damaged roof.

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

Complaint narrative:
I am submitting this complaint again because my previous complaint ( case # XXXX ) has not been resolved. I believe there is a high possibility, there was a human error during the entering of my mortgage payment.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-05 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Select Portfolio Servicing negligently misrepresented a short payoff transaction that resulted negatively on my credit and caused damages to me. In 2016, I contacted SPS as they sent me a letter informing me that my mortgage would significantly increase due to a rate increase. Therefore, I asked them what are my options to avoid a rate increase as I had just completed the HAMP program and was on a good track which I wanted to maintain. The rep stated that I had the option to submit an offer to the investor and if accepted would be accepted as payment in full. I had asked the representative if this option would negatively affect my credit and the agent stated no, it would reported as paid in full as this is not a short sale. Also, the representative stated that they would send me a letter stating that my loan would be paid in full, which they did and I have a copy of the letter. I was concerned about my credit as I spent the last 5 years working hard to repair it due to late payments from the mortgage crisis, which I had explained to the representative. Again, the representative assured me that it would be shown as paid in full and I would receive a letter stating that I could use as proof. Therefore, I proceeded with the negotiation and sourced the funds to payoff my loan. After the transaction was complete, I receive my letter stating that the loan was paid in full. 

Thereafter, I applied for credit and was denied due to a short sale. I had advise the creditor that I have never sold my property and I only paid off the loan. They stated that the creditor is not showing the loan was paid in full but settled and it is negative on my credit. My score had dropped significantly as a result, and I am having a hard time sourcing the approvals needed to take care of my family and lifestyle. 

In conclusion, had SPS been transparent, informal, and truthful about the transaction, I would not have accepted to move forward in order to protect my credit that I just spent the last 5 years rebuilding.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-07 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: KY

Complaint narrative:
I was intentionally lied to about payoff amount for my mortgage. I had records from the new bank showing payment. BBT said the check was returned thus making payoff not include a {$910.00} payment. The next day ( 7 days after posted as paid by the bank written from ) they post as received. We switched XXXX-XXXX busn and personal acts away from BBT for this and many more reasons. They are scamming for fees. Now they only refers me to " loan officer '' to try and get my {$910.00} returned. Of course He will not answer my calls. Additionally the limited information I can get printed at my local branch shows my last payment ( payoff ) as {$120000.00} vs the actual check written for {$130000.00} and posted at my new bank XXXX of ky. This bank is the worst at consumer fraud.

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 2015-07-05 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
Around XXXX 2015 I decided to refinance my property. 
My current mortgage company was not being responsive so I began working with QuickenLoans after seeing some of their advertisements. 
I spoke with one of their client agents ( XXXX XXXX ) who promised that they would be able to close within 45 days. The promise of the 45 days combined with their advertised success rate of 95 % is why I chose to go forward with them. 
I began the process XXXX/XXXX/2015, sent them all of the required information. I was n't getting any communication so I went to the website to check the status. 
Each time I went to the website I would get a call from an agent assuring me that " We are almost there ... '' and asking for more information which I would provide. This went on, back and forth, them asking for more information, me providing it and getting empty reassurances week after week. The 45 days promised came and went. 20 more business days later, they finally sent out the notary with the contract. She asked for my ID and the name on the contract did not match so we could not close. 
All that time and information exchanged and the QuickenLoans agents still could not get the simplest thing right. That was the last straw for me.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
Nationstar Mortgate falsifies an escrow short of the amount {$21000.00} to demand an increase of {$1800.00} in monthly payment

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-25 00:00:00
Product: Debt collection — Mortgage
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I have been receiving numerous communication of misleading information as to name and information of a true Creditor, Accounting and Personal information mixed with a different Debtor. 
One example in one written notice I received it even had my bankruptcy filing information such as case number having the first digits mixed up too.

Company response to consumer: Closed
Consumer complaint received 2016-04-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OR

Complaint narrative:
Nationstar is the worst mortgage company out there. Incompetent customer service have managed to XXXX my account up for 4 months. Can not accomplish a simple task and I typically have trouble understanding them. Ridiculous! I am refinancing with my credit union just so that I do n't have to deal with them. Nothing good to say about this company.

Company response to consumer: Closed with explanation