vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-11-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
my XX/XX/2016 statement indicated {$370.00} due in fees + overdue payment of XXXX for a total of XXXX. 
( As of this date there 's XXXX in unapplied funds as I am paying extra each month to get current ) {$160.00} listed as maintenance fees rest unknown. the statement listed several fees however each fee listed also listed a credit for the same amount. 
I contacted my server and was told the maintenance fees were due to locks being changed due to an inspection in which the house appeared vacant. I informed my server the house is not vacant and had the locks been changed my tenant would have been lockedout and that is not the case. 
I demanded an adjustment of all fees with confirmation. to this date I have received 2 letter informing me that those fees have been removed. 1st dated XX/XX/2016 & 2nd dated XX/XX/<YYYY> however per my statement dated XX/XX/2016 those fees are still part of the overdue amount. I have requested in writing that they correct this and just ignore me.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-15 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: BB&T CORPORATION
State: TX

Complaint narrative:
On my car loan its says XXXX finance fee ... but I am being billed at {$15.00} a day. Does the finance rate and the cost per date ... add up ... I have paid {$4500.00}. In XXXX months and only about {$1300.00}. Has been applied to the principle ...

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-26 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: NC

Complaint narrative:
I applied for a loan with Quicken Loans. I was pre-qualified not long after submitting my application and was requested to pay the non-refundable {$500.00} towards an appraisal. Once the appraisal fee was paid, my application went to the underwriter for review. On XXXX XXXX, 2015 my real-estate agent and builder received a letter indicating my loan application had been approved and fully underwritten. The letter indicated that my income, employment, and credit scores have been verified, but my loan had been approved contingent upon receiving the appraisal, title commitment and homeowners insurance. All of which were completed within weeks of this notice and a closing date of XXXX XXXX, 2015 had been scheduled. 

At this point, I completed the final earnest deposit installment with the builder for a total of {$12000.00} which authorized the builder to began making a few requested customizations to the home and set an closing date as well. 

A few days into this process I received a call from a Rep asking me to provide proof of timely payments for a previous mortgager lender because my report show untimely payments. Again, I provided this information immediately ; however, I received a formal denial letter on XXXX XXXX that my loan was denied due to past credit history. 

After providing proof of timely payments, completion of a credit supplement/rescore, credit verification phone interview and providing an explanation letter Quicken reversed the original denial and approved my loan for the XXXX time. In my opinion, reviewing past credit history is mortgage underwriting XXXX. Why did Quicken approve my loan initially, advise my realtor and builder, then ask for supporting documentation only to deny the loan? 

The builder, XXXX XXXX has now instructed me that because they have set XXXX closing dates and because I did n't close, I am now considered in default of my contract and they will be retaining my {$12000.00} earnest money deposit. I am in no financial position to write off {$12000.00} due to the incompetence of a mortgage lender. If my loan application did not meet Quicken 's criteria I should have never been lead not XXXX, but XXXX and placing my life savings in jeopardy. I am requesting that Quicken reimburse me for the earnest deposit in the amount of {$12000.00}. I will also be reporting this issue with my employer who endorsed Quicken loans as well as offered incentives to open loans with this organization.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My mortgage was transferred from XXXX to Nationstar Mortgage in XXXX TX on XXXX XXXX, XXXX. On Friday, XXXX XXXX, I received " opt out '' form dated XXXX XXXX and letter of explanation dated XXXX XXXX. No other dates appeared on the forms. I called them to opt out and they said they would process this, but it may take up to 30 days. 
This violates the Gramm-Leach Bliley Act. 
When I spoke to a supervisor XXXX XXXX, and told him I wanted to opt out now, he said there was nothing he could do. I told him to speak with his legal department about not dating the notices which would allow people, by law, the 30 days to opt out before selling all private information. He said he would make a note in my account. I suggested he make a note to his legal department. 
I am sick of receiving up to XXXX calls a day ( even after I block/ignore numbers! ) from people looking for me to invest, buy, give, etc. The OPT out rules are not being followed and it is a shame the government is protecting the rights of businesses to screw me instead of protecting my rights - I should be able to OPT IN if I want all my personal information sold and used! Businesses should NOT be allowed to use and sell ALL my private information without ME approving it!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-11 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BB&T CORPORATION
State: KY

Complaint narrative:
I deposited a check from my insurance company for short term XXXX, Principal Life in the amount of {$2200.00} less {$100.00} = {$2200.00} on XXXX XXXX, 2015 in my checking account at Branch Banking and Trust, aka BB & T in Kentucky. They are delaying/holding my deposit for XXXX days, they said because I overdrew my account in the past XXXX months. I went to the ATM with my ATM/XXXX card and it allowed me to withdrawal money, but BB & T charged me {$36.00} for each ATM/XXXX withdrawal. How can this be legal?

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: RI

Complaint narrative:
Our mortgage was transferred from XXXX to Nationstar Mortgage effective XX/XX/2016. Prior to it being transferred we paid our XX/XX/XXXX bill like usual with XXXX. While setting up our online account with Nationstar we noticed our bank account information transferred over automatically and in turn our auto debit settings transferred over as well. The only issue appeared to be that it was going to skip the XX/XX/XXXX payment, take effect XX/XX/XXXX, and that we would have to manually pay the XX/XX/XXXX bill online. So I went ahead and did just that on XX/XX/XXXX, with 6 days left in the grace period. It was debited from our account on XX/XX/XXXX We then woke up on XX/XX/XXXX and noticed that Nationstar attempted to withdraw an additional full {$1100.00} mortgage payment from our account which resulted in a {$40.00} NSF fee from our bank, XXXX. We were confused as to why, but saw that the bill was payed so we ignored it. A week goes by and they again attempted to withdraw another {$1100.00} from us resulting in another {$40.00} NSF fee from our bank. I then called their customer service and spoke to someone that was the equivalent to speaking to a brick wall. She could not follow what I was saying and kept repeating the same thing like she was just reading off a script and did not have a mind of her own. After XXXX minutes of not getting anywhere with her I asked for a supervisor and was transferred to someone that, after having to repeat my issue a few more times, finally somewhat understood what I was saying. She conducted a few minutes of research and then finally assured me that I was all set and that it appeared to be a computer issue on their end. I contacted XXXX and they more than happily refunded the XXXX NSF fees. We then all went on our merry way thinking everything was rectified. Fast forward to today, XX/XX/XXXX I get a call from a rep at Nationstar saying we STILL OWED OUR XX/XX/XXXX MORTGAGE PAYMENT. I explained what had happened XXXX weeks ago and somehow they magically found that it was in fact payed and that the issue was XXXX had n't sent over the payment from XX/XX/XXXX. I do not understand at all how these issue keep occurring. I do not understand how their computer system can make this many mistakes. I do not know if someone is doing something maliciously or criminally, or if they are just incompetent. What I do know is that we will be searching for a new mortgage company and if there is XXXX more issue we will be moving.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-01 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: BB&T CORPORATION
State: GA

Complaint narrative:
My insurance company attempted to make payment and requested a Letter of Guarantee for the title, but was told Regional Accepatnce 's insurance department is short staffed, so it would take between 4 - 6 weeks to draft the letter ( which at most, takes 3 - 5 business days ). I called and was told my loan would still be accruing interest and payments due while waiting for them to send the letter for a vehicle deemed a total loss. I was told I would have to make a payment extension, then told my XXXX insurance would not cover any time I had a payment extension, and that interest would still accrue ( daily ) during this time period. They are not the same company I have XXXX with and it is not in my XXXX contract.. I am now paying for my rental vehicle since it has been over 30 days, due to them stating they have an issue with staffing in the insurance department.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: BB&T CORPORATION
State: MD

Complaint narrative:
I have a loan with BB & T for a piece of property we bought in North Carolina. We 've had the loan for a number of years and were in the process of doing a loan modification with BB & T since the loan was coming to term. During that modification period, I was told that I would not have to make a mortgage payment because the interest would be pulled into my settlement costs. Shortly thereafter, I started receiving foreclosure letters from an attorney on behalf of BB & T saying the loan was delinquent and my account stated being assessed for a lot of different foreclosure fees. When I brought this to the attention of XXXX XXXX, Vice President for the XXXX Branch who was conducting my modification, she told me that those would be removed and it was just that the mortgage department and foreclosure departments were miscommunicating. This went on for some time and BB & T continued to add fees to my loan. I was told all along that these would be removed, but XXXX XXXX continued to give me excuses about why they were n't being removed. All in all, my account has been assessed with at least {$1400.00} in foreclosure fees because BB & T 's XXXX departments were not communicating that this loan was in a modification. Looking for help to get this corrected and have the erroneous fees removed, since I have been completely ignored in my direct requests to remedy the situation.

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 2015-06-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: UT

Complaint narrative:
To whom it my concern : My name is XXXX XXXX XXXX, I have Loan with Select Portfolio Servicing, Loan # XXXX and I have a complain the way SPS is handling my situation and the way how they have been treating me. 2 years ago I was in a crisis I went for a long divorce process and my employer reduce my working hours due to slow economy in that time I was also fighting my child visitations rights, I had to paid a lot of money to attorney and to the court. I started to get behind with my mortgage payment and I asked Select Portfolio Servicing for help asking for a Loan Modification program or any other relief available. It is very hard to deal with Select Portfolio because they are always sending me to different departments with the manager of the manager of the manager etc. they request the same information many times, I have been sending this information by Fax many times once they have the information that they requested from me, they asked me again to faxed and a week later the call me to request another information that it was send on the package. I have been doing this over and over and over for the past XXXX years. I have sent all the paper they requested and after I sent all the information they require something else like another paper, another document that has been already sent or a new document. There is no help from Select Portfolio, I am frustrated and stress and I feel Select Portfolio is not taking my situation seriously and also feel they are laughing in my face. I believe this actual Government Administration gave relief money to the banks and to Select Portfolio to help people like me in this Crisis. I am very stress every day because I do not want to lose my home my kids live there. I am XXXX Citizen and I 'm wondering if Select Portfolio does n't want to help me because I am XXXX XXXX I feel discriminated by Select Portfolio Servicing. 

XXXX published on XXXX/XXXX/2015 " Select Portfolio Servicing former employees : We were told to lie '' the article is based on employees of Select Portfolio routinely denied qualified borrowers a chance to modify their loans to more affordable terms and paid cash bonuses to bank staffers for pushing homeowners into foreclosure. 

I think somebody is expecting a bonus if the push me into foreclosure. This is not fair for me and my familyThank youSincerelyXXXX XXXX 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 2016-04-11 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: IL

Complaint narrative:
I have a loan with NationStar Bank. I have requested a pay off amount for my loan for a refinance on XXXX/XXXX/2016. I was promised a 24-48 hours processing time. After 48 hours I have not received the pay off yet so I called them and they send it to me for the wrong date. I called them again and they are telling me it will be another three days. The people speak with a heavy accent are hard to understand.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-16 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA

Complaint narrative:
SPS Servicing currently services my mortgage. I have lived here for 15 years. On XXXX XXXX, 2016 I became a victim of identity theft. Taxes were filed using my ssn. Fraud report filed. All XXXX credit bureaus put a freeze on my credit. I contacted SPS immediately as I did any/all accounts I pay. I did not want a loan modification. Just wanted to communicate why I fell behind. They refuse to work with me on the mere {$4000.00} I am behind. No option to pay in 1-3 months along with my current mortgage which is very affordable ( {$810.00} ) They have more than enough documentation as to why and how I fell behind. I am victimized twice! My identity was stolen. Bank accounts hacked, had to close them. Sons college loans I had to cancel. It 's rather simple, and they refuse to give me either a 1-3 month agreement to pay the arrearages or a specific date that I had to pay by. This company does not only practice in bad faith, but they lose everything, do n't note any comments in computer, and have discriminated against me. I intend on contacting the list of departments the FTC gave me today as well as the Attorney General office. I am done being the victim, communicating, sending in documents repeatedly pertaining to my identity theft only to have the lost. My salary ( which I have all my XXXX forms clearly indicate that I can easily maintain $ XXXX/month. SPS is playing games, thankfully I caught on very quickly. I will also be starting a web page for other consumers being lied to, not offered modifications, not offered payment plans, being discriminated against ... .the list goes on.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: OR

Complaint narrative:
In XXXX of XX/XX/XXXX our mortgage was sold by XXXX to Nationstar Mortgage. There was no notification that this was taking place, so payments were made to XXXX until we recieved a notice from Nationstar dated XXXX/XXXX/XX/XX/XXXX and that notice stated that the amount due {$2000.00} and that amount was due XXXX/XXXX/XXXX. That amount consisted of XXXX payments of {$1000.00} and a late fee. These payments were made to XXXX on a timely manner but were not transferred timely. We also applied for a loan modification through Nationstar during XX/XX/XXXX which was eventually denied. In XXXX of XX/XX/XXXX they paid our property taxes, without our knowledge or consent, which we had also paid, resulting in a duplicate payment that we were notified about. Then the calls started to Nationstar to fix the Escrow account they opened to recoup the taxes they had paid in error. They would take the monthly payment, which was received on time, and would put that into a suspense account. When there was enough money left in that account after some of it going towards the taxes, they would make a payment for the mortgage. This would always result in our mortgage payment being late, they eventually had our account with a pastdue amount of 3 months.. They finally admitted that the escrow account had been opened in error. And they were to correct the error on our account to make it current and correct on our credit rating. They are currently showing late payments from XXXX of XX/XX/XXXX to XXXX of XX/XX/XXXX Part of this is the payments made to XXXX but not transferred to Nationstar and part of it because of the escrow account they opened in error. In summary, we have attempted to get Nationstar to repair our credit report, to be able to go and obtain a new mortgage at a lower interest rate.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-30 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
I NEED HELP WITH MY SHORT SALE. I sent a Short Sale package with a contract in XX/XX/XXXX and no one responded. I lost the buyer. I have a new qualified buyer and submitted a package in XX/XX/XXXX. I have n't had a response yet. My husband is a XXXX veteran and I am his caretaker. We have to relocate and bills are piling up because the maintenance and upkeep is causing more hardship -- We really need help to get this expedited ... ... ..PLEASE! We keep losing prospective buyers because of the timing. 
However, I am pleading with SPS to stop the foreclosure sale scheduled for XXXX XXXX, 2016 and honor my short sale loss mitigation package. 
My husband is a XXXX Veteran and I am his sole caretaker. He suffers from XXXX. 
I came out of Bankruptcy previously in order to do a short sale when I was offered a modification that was n't feasible. 
I listed my property, received offers and submitted my package twice. I have yet to receive a response. Instead, the first time I submitted a package a hearing was schedule to reset foreclosure sale date. 

I resubmitted package and still no answer. I had a foreclosure sale date twice and the judge stopped the sale. I do not want to file bankruptcy again because I can not run the risk of having a Deficiency judgment and I need financial assistance to relocat I have submitted my package to the Consumer Ombudsman office as well as the Short sale department. Please send me a single point of contact whom I can work with and call twice a week until this matter is totally resolved.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: WI

Complaint narrative:
My mortgage Co. Is S.P.S. ( Select Portfolio Services ). They were hired by XXXX about 8 months ago, when XXXX was our mortgage holder. But S.P.S. Became our mortgage holder in the middle of a modification negotiation. XXXX, they upped my payments from 600 to over 900 a month. Then after the trial payments of XXXX a month for 4 months, the payments were supposed to go down. But they did not. I signed a three year forgiveness contract. After S.P.S. upped our payments XXXX in less than4 months. I had an attorney read my paperwork, they advised me that my paperwork was very miss leading. I would have to pay back 63,000 dollars at the end of my loan. This is not what we agreed on. I have been dragged from XXXX bad mortgage Co. to another, to another, and yet to another. I am in need of some help with this matter. And they keep saying they will mail me papers to see if I qualify for a reduced payment. But they still havent mailed me any paper work, even after XXXX times of them saying they have. Striat faced liars.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
My dedicated loan specialist at Nationstar refused to provide me with an email address to discuss my account and help to resolve several issues. I have tried contacting my assigned representative over 15 times by telephone and we have not spoken.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation