vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2021-11-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: EVERBANK, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
Our COVID-19 related forbearance on our XXXX XXXX loan expires XX/XX/2021. 
In order to request a payment COVID-19 payment deferral we were instructed by a phone representative and via the end of forbearance emails we received from XXXX and TIAA bank , that we should fill out a mortgage assistance application in order to be evaluated for the COVID-19 payment deferral. 
On XX/XX/2021, we downloaded the mortgage assistance application, completed it, included all requested documentation, and mailed it to XXXX TIAA Banks loss mitigation department via USPS . We also emailed it to XXXX. 
Along with the application we stated : The forbearance plan for our Fannie Mae backed home mortgage loan ended on XX/XX/2021 and we are requesting a COVID-19 Payment Deferral.

Our COVID-19 related hardship has been resolved and we are able to continue making our full monthly mortgage payment. At this time, we are unable to afford a full reinstatement or a repayment plan to bring our mortgage loan current. 
Today on XX/XX/2021 we received a Flex Modification Solicitation Cover Letter and Agreement to sign. This is not what we want to do as it doesnt provide any deferment on our forbearance amount and will negatively impact our credit. We are able to afford the monthly payment under the current terms of the mortgage and do not want to extend this loan to 480 months. 
We immediately called XXXX and inquired as to why were sent this agreement instead of the requested COVID-19 payment deferral. We were told that because we completed the mortgage assistance application, we were applying for a flex modification loan. We told the representative we do not want a modification on our mortgage loan and would like to be evaluated for a COVID-19 payment deferral. 
I feel that XXXX isnt following all the requirements for a mortgage servicer post COVID-19 forbearance. As per the Fannie Mae Lender Letter ( XXXX ), we feel that we meet the Eligibility Criteria for a COVID-19 Payment Deferral. However, even though we specifically requested to a COVID-19 payment deferral, we have yet to be evaluated for it or offered one.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-15 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with fraud alerts or security freezes — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AR

Complaint narrative:
CAPITALONE AND XXXX ARE INCOLLUSION WITH VIOLATING DODD FRANK ACT TITLE X AND FCRA 15 U.S.C. Section 1681g.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-15 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: U.S. BANCORP
State: SD

Complaint narrative:
On XX/XX/2021, I saw an ad for a US Bank credit card advertising 0 % interest on balance transfers for 20 months. It said it was only for people with credit of 680 or above. I know mine is well over that and I could really use to transfer a {$9000.00} balance card that I have to a low or no interest card to help get it paid down, so I went through the online process and they came back with {$600.00} as my credit limit, after specifically asking me how much I would plan to transfer if approved. Why would anyone bother taking out a credit card for {$600.00}?? They knew my requested balance transfer amount beforehand and " approved '' me for the {$600.00} within seconds. So I immediately called the company to see what kind of mistake was made because I've never been turned down for a card or a loan, I've always had great credit, and I've never been given some joke of an offer like this one. They had no explanation so I told them DO NOT PROCESS this application and DO NOT OPEN AN ACCOUNT in my name. They did anyway. I got the cards in the mail a few days later. I have closed the account but I want this removed from my credit report because of the misleading ad getting me to apply for something that NO ONE in their right mind would apply for had the terms been clear. It was clearly leading consumers to believe they would be given a substantial ( usable ) credit limit as it was for " platinum '' members only.

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 non-monetary relief
Consumer complaint received 2021-11-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: CA

Complaint narrative:
Someone in Arizona is using my social security number to open bank accounts. Sorry if this is not the correct place to report, the FTC website is very confusing and sends me here. I work in XXXX so I'm not computer illiterate, the website just needs a big button labeled " Report Identity Theft ''. Thanks!

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 2021-11-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
I have checking account and credit card in HSBC bank USA from XXXX. 
This year ( XXXX ) I noticed there was one time annual fee XXXX $ charged on my credit card account for first time. I did not see annual fee for my credit card account for past eight years ( XXXX ~ XXXX ). I chatted with HSBC on XX/XX/XXXX and got the information I will get XXXX $ back if I close my credit card account. I closed my credit card account and three weeks after, I did not received the check then chatted with HSBC on XX/XX/XXXX again, I got the information XXXX $ will be deposited to my checking account in 2~3 business days. After 2~3 business days, I did not receive it and chat with HSBC on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, every time in chatting, I was told the fee would be deposited into my account in 2~3 business days, but never received it.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: IL

Complaint narrative:
I called transunion about inquires on my report that were not mine, I was told i needed to call the companies that placed the inquires on my report, I called those companies and was told that they could not do anything about it and that it was transunion that needs to investigate and delete, I call transunion back and was told to call the company back I advised them I had already done that and they said the cant remove them even with me telling them I have a fraud claim open the said no and that I would need to file a complaint with the cfpb

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 non-monetary relief
Consumer complaint received 2021-11-15 00:00:00
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Direct Recovery Services, LLC
State: UT

Complaint narrative:
No one at Direct Recovery Services wants to talk to me. Attached is a screenshot from this morning showing my attempts to reach them at the number they provided : ( XXXX ) XXXX. I even tried the number on the XXXX XXXX  website : ( XXXX ) XXXX but that goes to a VM that is full and can not accept any messages. After speaking with multiple DRS representatives today, XX/XX/XXXX, they seem to have blocked my number and do not wish to speak to me to resolve this matter. According to DRS, I have medical bills in collections which I owe yet they have failed to validate the debt. I have not received any written validation letters from DRS as of today ( mail nor email ). My initial contact with DRS was XX/XX/XXXX. That same day, I received an email opt-in ( which is attached here ) but no debt validation letter. Since they were able to send the opt-in email, I know they have the correct email address and that their domain ( directrecovery.org ) does not go to junk/spam on my end. Today, a DRS representative claimed that a validation of debt letter was sent via mail, then she quickly changed her story and said no letters have been mailed but they sent the validation notice via email. She did not say the date or time that the email was sent and would not provide any info. She did not even offer to send it again. I checked spam folders and have yet to receive any written correspondence from DRS other than the attached email. The burden of proof is on DRS to show me, the courts, and the CFPB that they did, in fact, send me a validation of debt letter via email within 5 days according to FDCPA. Because they have failed to validate such debt in a timely matter and now they won't even speak with me to resolve anything, I believe Direct Recovery Services LLC has violated the Fair Debt Collection Practices Act.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-15 00:00:00
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Capio Partners, LLC
State: FL

Complaint narrative:
On XX/XX/XXXX I wrote Assetcare plc certified mail about validating a debt they claim I owe and never responded within the 30 day period. The amount they claim I owe is {$840.00}. The account number is XXXX.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2021-11-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: TX

Complaint narrative:
The mortgage company rekeyed door to the house. I have asked for a lockbox be placed so we can get a copy of the key

Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: EQUIFAX, INC.
State: FL

Complaint narrative:
I am XXXX XXXX and I am submitting this complaint myself and there is no third party involved. Upon reviewing my updates, incorrect information was found still in my reports. The Equifax Credit Bureau has not complied with the Fair Credit Reporting Act, 15 USC Sections 1681i, and continued reporting as unverified information without any proof provided, within the time allowed by law, is not authorized. Below are the Inquiries that are still reporting on my Credit Reports and need to delete completely from my Credit Report : XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XXXX XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020

Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: NE

Complaint narrative:
I was online and paid my normal payment for XXXX of {$1000.00}. Then the account showed my XXXX payment of {$1200.00}. I was shocked to see the increase because I was not made aware of a escrow analysis. I signed up for electronic statements early on because this company was charging a extra {$5.00} if I wasnt paperless. I searched my email for all items from PennyMac and never received any correspondence stating I had a new statement available or a new document available. I have several months of emails stating my payment was received. The customer service rep said that I should login and check my statements every month. Why do I need do something like this when I dont even know when the statement closes? Every other paperless company I deal with sends me notices to my email when statements are available or new documents. This lack of communication did not allow me time to get funds together for the escrow shortage. Now I am being blindsided with a extra {$200.00} payment that I didnt have time to plan for. I logged in the app to try to view the statement and also on the mobile website on my XXXX and couldnt even view the escrow analysis or any statements. The rep tells me I need to use a certain browser or login to a desktop. This is crazy consider most people conduct business from their cell phones these days. It felt like the rep was blaming me and providing me a bunch of ridiculous options. I did not choose this loan servicer. I did a refinance and found out after the fact that my loan was sold to XXXX aka PennyMac. I wonder how many other people had this issue and was told the lack of communication from PennyMac is our fault. Also since they were my new loan servicer, they never communicated in writing in advance about the {$5.00} charge for paper statements. I found that out on the app when trying to make a payment. These are deceptive practices and can be crippling to peoples finances especially during Covid when many people are already struggling.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-15 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: TN

Complaint narrative:
In XX/XX/XXXX I went to XXXX XXXX in XXXX Texas to purchase a pair of shoes. Upon paying at the cash register I was asked if I would like to apply for a XX/XX/XXXX credit card, I said they will not approve me. She insisted I try and so I did and it was approved for {$400.00} dollars. I thought I was getting a JC Penney credit card. Upon using the card to purchase a microwave and a mini refrigerator, I began to receive a bill for the purchased from Synchrony Bank Orlando Florida. Upon missing a payment they began sending text messages attempting to coerce me into giving them my account number and routing number. They would send a message stating " " make a payment. ''

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 2021-11-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: AMERISAVE MORTGAGE CORPORATION
State: TX

Complaint narrative:
* AmeriSave is requesting information from me that never been requested before after I have refinanced several times. Asking for companies statements for 12 months that is on my credit report that is not in a derogatory category. 
* Asking for 60 days of bank statements that was already submitted. 
* Just sent me below after XXXX XXXX confirm I didn't need anything else last week. 
Bank Account Information for {$47000.00} XXXX XXXX, please provide 2 months consecutive bank statements or 60 consecutive days acceptable transaction history. Documentation must include Bank/Institution name , Account Holder, Account name, Account type, Balance and Balance as of date supporting {$3000.00} in assets. 
*Please provide a Mortgage Statement from Creditor : XXXX XXXX Account number : XXXX to support timely payments for the month of 12 months *Provide documentation supporting the omission of the following non-mortgage debt : 1. If this is paid by another person/business provide 12 months cancelled checks/bank statements showing the full payment amount. Or 2. If the balance is XXXX please provide a statement or paid in full letter in addition to source of funds to do so. All documentation must reference the borrower and the account number listed Creditor : XXXX CARD | Account number : XXXX OTHER DOCUMENTATION Please provide a Mortgage Statement from Creditor : XXXX | Account number : XXXX to support timely payments for the month of 12 months * I know these request is out of line with a refinance Mortgage.

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 2021-11-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AP

Complaint narrative:
On or about XXXX XX/XX/2021, XXXX XXXX servicemember 's USAA account was hacked to the point where the servicemember lost access to the account, e-mail, XXXX, and XXXX. Upon noticing that the primary checking account of the servicemember was being drained of cash as fraudulent checks were being deposited, he contacted USAA on XXXX XX/XX/2021 in an effort to re-gain access to his checking account. USAA failed to open a dispute on the date of the notification and told the servicemember that he was liable for the fraudulent activity. On XXXX XX/XX/2021, servicemember contacted USAA with representative from DOD requesting that a dispute be initiated for the fraudulent activity as USAA had failed the servicemember when he initially contacted USAA to notify them of the comprised accounts. XXXX transferred the call to XXXX from resolutions who advised the servicemember that he specifically authorized theft on his accounts to the point where he is unable to pay rent and feed his three year old son. This is a disgrace to USAA and utter disrespect to our military and the people who serve overseas. This needs to be investigated in order for additional servicemembers to not be victimized in this manner.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened as result of identity theft or fraud
Company: CLGF Holdco 1, LLC
State: UT

Complaint narrative:
Hello and thank you for reading my complaint. 
I was sent a pre-approved credit card offer from XXXX, XXXX XXXX XXXX, a XXXX XXXX company. I NEVER replied in ANY form. Then, I started receiving calls from collections from the company. I never applied for the card nor activated it. I certainly never used it. It is destroying my credit and they will not return my calls.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am trying to save my house. 
I failed behinds because my wife had a XXXX XXXX, I needed to look after her 24/7, and take care of my XXXX little kids. 
On top of it, the pandemic started, and my business shut down, and I have no income. 
Extenuating circumstances I wasnt able to work, but now I start working again, and I could afford to make my payments and take care of my family. 
Please help me, I dont want to loose my house and be HOMELESS. 
I have first and a second Morgage The second Morgege is with XXXX XXXX XXXX XXXX Account number 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 2021-11-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: HUNTINGTON NATIONAL BANK, THE
State: FL

Complaint narrative:
Hello. 
My XXXX year old mother died this XXXX past. 
XXXX of XXXX, who cared for her in her final years, forwards her mail to me. 
Along have come statements for two distinct XXXX XXXX XXXX XXXX accounts, one with a balance of $ XXXX and the other, $ XXXX. 
I mailed a letter, a notarized death certificate, a copy of my birth certificate, a statement copy, and a copy of a check my Mom made out to me. 
In return I received a letter acknowledging these contents and saying the XXXX XXXX manager had ownership of the process. 
But after a month I had heard nothing, and the phone number provided is never answered, with no voicemail option. 
So I wrote TCF again and received a completely non-sequitur letter in response. 
At this point I suspect TCF is delaying the process till the accounts can be declared abandoned, and the funds absorbed by the bank.

I have no idea who my Mom may have named as POD and I have no issue with whomever it is. 
But new statements show that TCF is still charging the account fees, even though they have acknowledged my Mom 's death in writing. 
And so TCF can not be trusted. 
I am hoping there is a CFPB process that will require TCF Bank to show they have exerted due diligence in getting the money where it belongs. 
Thanks.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-11-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Better Mortgage, Inc.
State: DE

Complaint narrative:
I applied to Better Mortgage Corporation to refinance my mortgage via a total online process. I have consistently held a credit score above XXXX for years and have been paying my mortgage to the same company ( not Better ) for 15 years without a late or skipped payment. I have worked for the same company for almost 3 years as an intermittent employee where I work on projects until they end and then start another. 
I also collect a small pension and social security benefits. I was able to lock in a very good rate with Better to refinance 2.375 % for 20 year fixed. XX/XX/XXXX I had locked the rate and it was good until XX/XX/XXXX. 
I was told on XX/XX/XXXX that my application was denied because of insufficient income. 
Due to company closings during the pandemic I had collected unemployment twice ; once for 2 months early XXXX and then again XXXX - XXXX of this year. The Better company would not consider my income because of the breaks of collecting unemployment. I researched XXXX and XXXX and saw the refiNow program for which I qualified for being in the low income bracket. When I spoke with my mortgage rep to ask why underwriting would not reconsider taking my earned income, excellent credit scores and the fact that I would be paying less every month with the new mortgage I was told that my employer said that I may not be hired for more than a couple more years. I believe this was said because of my age XXXX and I don't believe my company said any such thing. He said for me to reapply again. I responded that I would not get that great rate again ( he agreed ) and why would I bother. It seems like that I was denied because the rates increased and Better mortgage would not be able to make a profit selling my loan. If the guidelines of the refiNow program state that earned income does not count due to the pandemic and collecting unemployment I would not be concerned but I am fully aware that many people had lost jobs, collected unemployment and some never returned to work. I thought the refiNow program was to assist people like myself.

Company response to consumer: Closed with explanation