vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-07-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: FL

Complaint narrative:
In XXXX XXXX our monthly mortgage payment was made by phone to the customer service department of HSBC. We were told that due to our account being in good standing we were eligible for refinancing. We were referred to the refinancing department and spoke to a refinancing personnel of HBSC by the name of XXXX, who completed with us the initial application for refinancing. We were then assigned to another of HBSC employee by the name of XXXX XXXX who took over the application process and told us that closing date would be sometime in XXXX XXXX, and that we should not make the XXXX XXXX XXXX mortgage payments as they were being included in the refinancing. He also told us that our first mortgage payment would be for XXXX XXXX. 
We received a call around XXXX from HSBC employee XXXX XXXX XXXX informing us that the closing date had to be changed to the first or second week of XXXX XXXX. Our insurance agent also received a call from HSBC employee XXXX XXXX XXXX, making request re paper work, pertaining to the refinancing of our home. HSBC through XXXX XXXX XXXX contacted us again by XXXX XXXX informing us of a final closing date of XXXX XXXX, XXXX. After that no further communication was received from HSBC. 
Numerous calls were made by us and messages left on XXXX XXXX 's HSBC extension voice mail and direct line ( XXXX ) XXXX - XXXX at HSBC. Our insurance agent also made several attempts to follow up with XXXX XXXX XXXX of HSBC refinancing department but to no avail. At this point we desperately tried to obtain information re our pending refinance closing and was able to obtained information through HSBC customer service that the mortgage payoff was given to XXXX XXXX in the refinancing department and that they were awaiting the closing. 
While waiting for the closing to our dismay, we received an intent to accelerate letter from HSBC dated XXXX/XXXX/XXXX which added stress to an already stressful situation. We at this point sacrificially made the XXXX Mortgage payment, believing that, HSBC would resolve the matter, which they did not. Verbal and written complaint was made to HSBC emphasizing that our financial hardship was brought on by the breach of contract by HSBC. 
It is hereby unbelievable that even in the light of the overwhelming evidence of breach of contract and fraudulent activities by HSBC, including but not limited to forgery, HSBC did not do the right thing of resolving the matter by completing the refinancing process. This, they themselves initiated which if done would not result in us being in foreclosure. 
We hereby seek your help in investigating this urgent matter. 
Contact number XXXX XXXX XXXX XXXX - XXXX email : XXXXXXXXXXXX Yours Truly, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-09 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: ENCORE CAPITAL GROUP INC.
State: TX

Complaint narrative:
I requested verification/validation of a supposed debit to Midland Credit Management. The have not responded, but yet continue to call my cell phone with a robo call. this call is at all hours of the day and night. Generally there is no person to answer the line, just a stuttering robot.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY

Complaint narrative:
I had set up automatic payments with my mortgage specialist XXXX XXXX. A payment was to be taken out on XXXX XXXX, 2016, but had not been taken out. I called Beneficial today, XXXX XXXX, 2016 to question why the payment had not been taken. I was informed by the representative that an attempt was made on XXXX XXXX to draft the money but was returned insufficient funds. I advised the representative that could not be true and requested a conference with my bank. My bank informed the representative that no attempt was made to withdraw the funds and that more than enough funds were available. The bank verified the account number and it was established that Beneficial did have the correct account number. I was told by Beneficial that they would not attempt to draft the funds again, I could not make a payment over the phone, I discovered that I could not make a payment online and that there is not a local branch were I can go in to make a payment. I was told that I could only make payments with a certified bank check. I have been on automatic payments for at least XXXX years, and I have not had a payment returned for insufficient funds. I asked to speak to a supervisor and I spoke to XXXX who said I would have to get a letter from my bank. I am not sure why I would have to get a letter when the representative called my bank and spoke with a bank representative who confirmed that a payment was not returned for insufficient funds on XXXX XXXX, 2016.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-01 00:00:00
Product: Credit card — 
Issue: Rewards — 
Company: AMERICAN EXPRESS COMPANY
State: VA

Complaint narrative:
I opened an American Express corporate card account in XXXX XXXX. The card has no annual fee however I enrolled in AMEX membership rewards program and paid an annual participation fee of {$75.00}. I also paid AMEX a fee of {$39.00} on XXXX occasions to " reinstate '' previously issued points. Since opening I have accrued approximately XXXX AMEX points with a value of approximately {$2800.00} ( XXXX point = {$0.00} in purchased travel ). In XXXX I was contacted by American Express regarding suspected fraudulent use of my card by someone in another state. I confirmed that the charges were not mine and American Express replaced my card. I was promised that everything including my rewards membership would stay the same, however it appears the new card was not enrolled in membership rewards at that time. Since that time I believe I earned approximately XXXX AMEX points however these were not credited to the new card. When I tried to use my points I contacted American Express and they informed me that I have XXXX point balance and they are unable to reinstate my points. This appears to violate zero Liability for fraud guarantee from American Express. My card replacement occurred due to fraud through no fault of my own. American Express zeroed out my point balance after I paid them over {$1000.00} in fees just to maintain my points membership. My account has remained in good standing the entire time. Please help reinstate my membership rewards points XXXX lost from XXXX and XXXX from mid XXXX until now.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-08-11 00:00:00
Product: Debt collection — Credit card
Issue: False statements or representation — Attempted to collect wrong amount
Company: TRANSWORLD SYSTEMS INC

Complaint narrative:
I have recently requested a copy of my credit statements that have been submitted to a collection agency and upon reviewing the documents, I found some outrageous amount of interests that have been charged under my account.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-25 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I have been an Amex cardholder for over XXXX years. I have always paid my bill on time and in full. I mailed my last payment on XXXX XXXX for payment due XXXX XXXX. I received my bill and was charged {$170.00} in late fees and interest as my payment was received XXXX XXXX. I called Amex and was told there was nothing they could do. I could not figure out how it took XXXX days to go from XXXX to XXXX. They just kept saying they would not do anything to remove the charges. I called again the next day and XXXX told me that I was a valued cardholder but she would do nothing to remove the charges. She told me that I was not a desirable cardholder since I paid my bill in full so they did not make any money off of me. I also have a XXXX Amex so they pay me to use the card in the form of the rebate check. Lastly I was told that I should have considered it was tax season and mailed my payment earlier. So basically it was all my fault and they refused to do anything.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-02-13 00:00:00
Product: Debt collection — Credit card
Issue: Communication tactics — Frequent or repeated calls
Company: AMERICAN EXPRESS COMPANY
State: MI

Complaint narrative:
American Express closed my account with approx {$7200.00} due immediately. I agree that I owe the money.I 've become XXXX 2 years ago. My only source of income is my social security every month.XXXX XXXX XXXX of Amex calls every 2 weeks since XXXX 2015 and hustles me out of {$50.00} every time. XXXX repeatedly threatens me that she will send this to an " outside agency '' if I do n't pay up. I 've explained to her I have a social secuity back pay award coming in the next 60-90 days but she will not accept that as a guarantee of payment. I 've offered to fax my documents from SS but she still insists she ca n't accept documents as proof of payment. XXXX XXXX has gone as far to suggested I sell my house, beg family and friends for loans. I fell threatened by XXXX calls and threats of going to an " outside agency '' Again I agree I do owe the money however I ca n't see how Amex with be damaged by waiting 30-60 days more to get the entire amount owed.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-11 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: Express Aviation
State: TX

Complaint narrative:
I was a student at XXXX XXXX when it closed without notice. Now AsFg is threatening me altonapy back loans. When I started I was told I needed these loans to cover the cost and then found out during this process that this was not true. I had enough federal funds to cover and then some. They used unlawful tactics to gain access to this money on which I now am being harassed to pay back. The business practices of XXXX XXXX were unprofessional, unethical and sad to say the least. But now we are talking about straight thief and scamming. I do n't feel that I should suffer with debt that was unlawfully gain with lies and deception. I as a student did what I was ask and was honest. I believed tihe lies and trusted that XXXX XXXX stood on integrity. But I know see that the dishonest acts have left me accountable for the actions of this company. I would like this to be filed as a formal complaint and have this invested for full discharge.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-22 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
I am trying to clear the " cloud '' on my title to a lot purchased by us in a foreclosure XXXX years ago which now shows a lien ( equity line of credit ) perhaps owed to Beneficial Finance and dating from a stated fraudulent document created in 1997 to a former man ( who also states under affidavit that he never owned lot nor signed line of credit documents ). The title company handling the escrow, my attorney, and myself can get no response of either Beneficial Finance Co. Payoff Dept., or Household Finance Co ( their successor? ) and have requested a Reconveyance XXXX times since XX/XX/XXXX. We have no other information regarding the proported lien. We suspect it was some sort of scheme to keep Beneficial Finance from having to pay the Homeowners ' Dues. But I never received any notification of anything at all from Beneficial Finance -- and it 's been XXXX years. To date they have ignored all requests for Reconveyance so that the property can complete its sale with a clear title.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-30 00:00:00
Product: Credit card — 
Issue: Delinquent account — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
I am being harassed about a XXXX Orchard Bank debt of {$500.00} which is now {$2100.00}. this they say happened in 2000. I say I cleared this up and I do n't owe them. My credit report has been cleaned up at least XXXX times in 15yrs. I say the statue of limitations protects me against their claim. They called me and threatened to come to my job and file a court judgement against me. They just want the money and said they would call on Friday, today to see what plans I have for paying them ( a XXXX party ) XXXX XXXX XXXX Firm.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-04 00:00:00
Product: Prepaid card — Gift or merchant card
Issue: Unauthorized transactions/trans. issues — 
Company: AMERICAN EXPRESS COMPANY
State: NV

Complaint narrative:
My card, PIN, and ID was compromised. I 've told Amex this several times and they 're telling me they the charges are valid and I can not contest to it further. They also shut down my account that 's been opened with them for a while. These are the only fraudulent transactions I 've ever encountered on this card and they 're refusing to reimburse me, they also refused to give me documentation as to why my claim was denied. They wo n't even tell me why the transactions are valid over the phone. They did n't even file the dispute correctly, they owe me more than {$740.00}. That 's the total they 're claiming that I filed for. I can not get thru to them or do anything about this!!!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-08 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: TRANSWORLD SYSTEMS INC
State: NJ

Complaint narrative:
I have previously submitted a complaint about a private loan taken out by XXXX XXXX XXXX ( a loan which is now held by University Accounting Services, LLC ). As the procurer of this loan, under the class action suit that was filed on XXXX XXXX, 2014, I am entitled to certain benefits according to the settlement offered in this case. I have not received any information regarding this and when I attempt to contact the loan servicer, the only information I receive is that since it is a private loan I am not entitled to " loan forgiveness '' under Borrower Defence.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-27 00:00:00
Product: Credit card — 
Issue: Billing statement — 
Company: AMERICAN EXPRESS COMPANY
State: NY

Complaint narrative:
I wanted to check that Amex was accurately calculating my interest charges on my credit card account for any given month. I reviewed the Cardmember Agreement and other materials on the Amex website. Then I downloaded my monthly transactions and balance information. I tried to calculate the balance subject to interest, and the interest charge, myself, for one month. I was not able to match what I was charged. 

I called the customer service number to ask for help in understanding the calculation method. The customer service I initially received was very poor. I had to speak to XXXX different people before I got anywhere. It is clear that the customer service reps are trained to tell customers why they received an interest charge ( and I had no issue on whether I should/should not have been charged - just trying to understand the amount ), but are not trained on how the interest is actually charged. Finally, after an hour on the phone, somebody referred me for a " billing reconciliation '' by a specialist, who would get back to me within weeks. 

In the billing reconciliation, a customer service rep emailed me, again only explaining why I was charged interest at all, and again not providing any details on how the amount was calculated. They also refunded the interest charge for that month. However, nobody at the company was able to show me how they got the exact number that they did for the balance or interest charge. The customer service experience was very frustrating. More importantly, as far as I know, the interest charge amount was inaccurate. And this could be happening month after month.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-10-11 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ENCORE CAPITAL GROUP INC.
State: NY

Complaint narrative:
I contacted Asset Acceptance and I requested that they validate the debt and I got no response. I also requested that Asset Acceptance remove this debt from my credit report and they refused.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-02 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: ENCORE CAPITAL GROUP INC.
State: NJ

Complaint narrative:
I had sold my residence and had all of my utilities including my XXXX accounts switched over to my new home located in the same town or zip code. The XXXX accounts included my land line, wire less and fax line. My XXXX account was uninterrupted and I transitioned into my new residence without any problems with the same numbers. Any monthly balances outstanding were simply added to my monthly bills and paid accordingly. While at my new residence, I received a call from Midland Collection Management, LLC " MCM '' stating they represented XXXX and that I was in collections for XXXX bill that was outstanding. I explained that I had just moved and I thought everything was fine with all services brought to my new residence. This was the first time I had heard of any amounts owed and it was from a collection agency ( not XXXX ). I had more than XXXX wireless, landlines and fax lines moved to my new residence and everything was current to the best of my knowledge without any outstanding balances owed. No service was interrupted at any time. The collection agency insisted this was for a line that was dropped and not moved or placed on my new billing information. However, the representative from MCM said if I was willing to pay this bill over the phone, they would remove it from my credit report due to the confusion. I apologized and gave them my payment information over the phone and it was processed immediately. The representative thanked me for the payment, gave me a confirmation number and reassured it would be taken off my credit report. The bill was paid immediately when I received the phone call and it was paid in full more than XXXX years ago. However, I was recently notified by the government that I may personal information may have been compromised and I reviewed credit reports from XXXX XXXX and XXXX. Upon review, I noticed that XXXX XXXX reflected the MCM collections account on my credit report as a closed collection account with a " XXXX '' balance owed. XXXX had the MCM collections account listed as an outstanding collections account, with " XXXX '' balance owed. This incident has damaged my credit score after making full restitution and it is still listed as outstanding. The representative informed me that this would be removed from my credit report upon payment due to the confusion caused by the recent move.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-04-28 00:00:00
Product: Credit card — 
Issue: Rewards — 
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I have had an XXXX XXXX Platinum card since 1981. Only yesterday I discovered that they discriminate against some of their platinum card holders by not offering them promotions that they offer other platinum card holders. Specifically, I did not receive an offer to purchase airline tickets with XXXX XXXX points at a XXXX % rate than normal that was offered to other platinum card holders. This is discriminatory

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-23 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: ENCORE CAPITAL GROUP INC.
State: RI

Complaint narrative:
Received a writ of execution Goods, Chattels, and Real Estate. This does not belong to me, its my sons. Received 1st notice from Midland funding ans asked them to confirm which XXXX this belonged to they never responded. Now i get this.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-03 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: ENCORE CAPITAL GROUP INC.
State: TX

Complaint narrative:
I was originally told of a debt with XXXX back in XXXX of XXXX. So I paid it. Now 5 Years later they are claiming I had XXXX accounts with XXXX. I asked the agency for proof of both debts and they told me they did n't have to provide that. I states if i request it you do its the law. They said no. I called XXXX They stated the account was closed in XXXX yet the collector states this was owed in XXXX. The information from XXXX is not matching the debt the collection agency is trying to collect on.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-05 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: LTD Financial Services, L.P.
State: IL

Complaint narrative:
I set up a payment plan with LTD Financial Services to pay off XXXX of my XXXX private loans. We set up a 3 month payment schedule and upon confirming the plan I asked to not be contacted at my place of employment as it is prohibited. Upon the expiration of my initial payment plan, XXXX XXXX contacted my place of employment against my expressed wishes not to contacted. In fear of losing my job, I looked into whether or not they are allowed to contact my place of employment, under the Fair Debt Collection Practices Act she was only allowed to contact my job once, she has violated that. Upon further investigation LTD Financial Services have been sued previous for this same type of behavior.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-06-17 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: MA

Complaint narrative:
Re : XXXX XXXX XXXX, SS # XXXX, XXXX XXXX XXXX, XXXX, MA XXXX : XXXX Second Mortgage, XXXX XXXX, XXXX, Book XXXX, Page XXXX Satisfaction and Discharge of Mortgage, XXXX XXXX, XXXX, Book XXXX, Page XXXX for Mortgage, XXXX XXXX, XXXX, Book XXXX, Page XXXX Whom It May Concern : This complaint and attached documentation is to prove the Expiration of the Statute of Limitations, inaccurate, fraudulent Charge Off credit reporting, and denial of credit and selling of HBSC account to XXXX XXXX XXXX as Statute of Limitations has expired for the above referenced XXXX XXXX XXXX. 

HBSC did not accurately report payment history of accounts and I request the information be removed from Credit Reporting agencies. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation