vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-10-06 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BBVA FINANCIAL CORPORATION
State: TX

Complaint narrative:
To Chairman and CEO XXXX XXXX XXXX : I called your customer service number at approximately XXXX, on XX/XX/2016. The hold time was very extensive. Subsequently, a representative who provided the name of XXXX answered, and then verified by password and other information. I seldom dial your Customer Service Department ; however, upon reviewing my online account, I noticed that a NSF charge dated XX/XX/2016 was assessed to my account. I asked XXXX when the returned item was presented to Compass Bank for payment. XXXX told me to hold for a brief moment, and before I could respond, he had placed me hold. After holding several minutes, XXXX hung up. I want the call reviewed. And I want XXXX discipline. 
Basic customer service training should require that Compass ' telephone representatives ask to place a customer on hold, and then wait for a response. Further, under no circumstances should a representative hang up on a customer, particularly since he knew the office would be closing soon. Presumably this is why I was placed on hold and disconnected. Further, the question that I asked, should not have required that XXXX place me on hold at all, considering on the previous day, I asked the same question inside a Compass branch, and the teller check the records in a matter of seconds. 
Regarding the issue of why I called. I visited your branch location at XXXX XXXX XXXX, XXXX, TX XXXX on XX/XX/2016 and made a {$200.00} cash deposit. My receipt is time stamped XXXX. I asked the teller to advise if there were any pending items or NSF items. He checked and advised separately that there were no pending items, nor recently returned items. 
I submitted an electronic check late XX/XX/2016 for {$1200.00}. On the morning of XX/XX/2016, when I realized other items had cleared overnight, I made a deposit to cover the outstanding check of {$1200.00}. Yet, there is a NSF Fee assessed on XX/XX/2016. I want documented proof of when the electric check in the amount of {$1200.00} was presented to Compass Bank for payment. Considering how long I have had an account, with direct deposit, with this company, the {$1100.00} balance, prior to the {$200.00} cash deposit, should have been sufficient to pay an item in the amount of {$1200.00}, without me having overdraft protection. I know that you could have assessed the fee and still paid the item. I recognize that Customer Service may not be your company 's focus. Perfectly, acceptable, as I can remove my direct deposit from your bank. However, I do want a document reflecting when my check was presented to Compass for payment.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-11-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
Loancare services my XXXX XXXX escrow account for my VA mortgage loan. A year ago they said I had a {$94.00} dollar per month shortage and increased my mortgage. Today, I get a new statement saying I now have a {$220.00} per month shortage. They also do not pay my county taxes correctly. They paid them late, and incorrectly XXXX last year, and this year they have the amount wrong. They have two payments of {$1400.00} for county taxes when it is suppose to be {$1500.00}. Their one job is to manage my escrow account and pay my taxes and hazard insurance, and they can not get it right. Their last escrow account adjustment should have corrected the problem " shortage '', not made it worse. They have my {$1100.00} a month mortgage up to {$1700.00} now. As a XXXX XXXX on XXXX and XXXX XXXX, I can not afford to have my mortgage raised every year because of mismanagement of my escrow account. XXXX XXXX needs to hire a new loan servicing company.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-29 00:00:00
Product: Mortgage — Other mortgage
Issue: Credit decision / Underwriting — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: ME

Complaint narrative:
Last year, I had some water damage occur to my home, so I filed a homeowner 's insurance claim with XXXX XXXX. XXXX XXXX sent me a check for the funds needed for the repairs and the check was made out to me as well as my mortgage company, Carrington Mortgage Services, since the check was well over {$10000.00}. Carrington released some of the funds last summer, but they are still holding nearly {$5000.00} that they are not releasing to me. I have been trying to get them to release these funds to me for nearly 2 months so that I can pay off my contractor, yet they keep giving me a run around about having an inspector contact me, which has NEVER happened. I finally got fed up today and e-mailed the CEO of Carrington Mortgage Service, XXXX XXXX, and explained the situation and demand that my money that they are holding hostage be released immediately. About an hour later, I got a reply from XXXX XXXX, which I am 100 % sure was not intended for me as it was addressed to someone named XXXX. This is what the email said : " XXXX - This XXXX has been pestering us for at least a year that I can remember, I ca n't even sort out all of the details of what she is referring to any longer. Let 's do XXXX things here - solve whatever the current issue is asap and then get XXXX to offer her a streamline refi at what ever rate will incent her to refinance quickly, then sell the loan on a released basis into the market so that we are no longer dealing with her. Please let me know your thoughts. 

XXXX '' First of all, he called me an XXXX!!! Secondly, I have NO idea what he means by I have been " pestering '' him for a year as this is the very first time I contacted him. Thirdly, what he is trying to do to me is illegal. I have also filed a complaint at the state level ( Maine ). Also, below where it asks " which part of the mortgage process is your issue related to? ", this situation does not apply to any of the available options, so I just checked the option for " receiving a credit offer '' since I had no idea which XXXX to select since none of them apply to this situation.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: SC

Complaint narrative:
The following insurance claim checks were mailed - unendorsed - with the appropriate documentation to Carrington. 
Check 1 : {$2200.00}, dated XXXX/XXXX/XXXX Check 2 : {$1300.00}, dated XXXX/XXXX/XXXX ( {$3600.00} total ) Check 3 : {$9900.00}, dated XXXX/XXXX/XXXX ( {$13000.00} total ) Check 4 : {$2800.00} dated XXXX/XXXX/XXXX ( {$16000.00} total ) Check 5 for {$2500.00}, dated XXXX/XXXX/XXXX, was mailed back unendorsed, stating the claim is over $ XXXX. However, the claim exceeded $ XXXX with the 3rd check two months ago in XX/XX/XXXX. I was not expected to endorse the first XXXX checks ; Carrington endorsed, returned, and I deposited and paid my contractors. I included the estimate, as previously required. But before now, no photographs were previously required ; no contractor bids/estimates were necessary, nor was an Affidavit of Loss Draft Claim needed.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LoanCare, LLC
State: FL

Complaint narrative:
XX/XX/XXXX, during the time taxes are paid, we refinanced our mortgage. At the time, our lender, Loancare paid our taxes of just over 5k and also our title company at our closing paid too. I called county to see what happened and they told me they received payments from title company and that Loancare should reimburse us what they tried to pay ( {$5000.00} ). Since XX/XX/XXXX, I have called Loancare to find the status of our money 8-10 times. I have XXXX documented calls of who I 've spoken to, however, I get the same answer, " we are having your issue escalated to our tax department and they will review. '' I 've been told that someone would follow up and nothing ever happens. At this point it 's now been 2 months and I have no idea where our money is.

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 2016-03-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Credit decision / Underwriting — 
Company: LoanCare, LLC
State: GA

Complaint narrative:
I have a Mortgage with XXXX XXXX which was serviced by LOANCARE. The mortgage was recently refinanced and paid off. I inadvertently sent in a loan from my bank 's web bill pay after the loan was paid off and that account number was closed. I have been trying for close to a month to get the money refund. Three phone calls just today alone and I was shuffled from one customer rep to another repeating the same information over and over. I have called LOANCARE 6 prior times and fax them the info they asked for which they said they did not received. I even verified the fax number was correct with a customer representative. 
In one phone call the customer service rep placed me on hold and after 10 minutes on hold a different customer service rep picked up the phone and so I had to repeat everything all over again. She then placed me on hold and next thing I know I had a dial tone. 
There is no doubt in my mind that they do not intend to give me my money back and is stalling hoping I will go away. But i am talking about almost a thousand dollars. Now they want me to email the same information they did not received via fax even though I verified I sent it to their correct fax number.

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 2015-05-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LoanCare, LLC
State: TX

Complaint narrative:
I have a mortgage with LoanCare, I have yet to be able to contact them. They will not accept my loan number or social security number and therefore I can not get through their phone maze and have not received tax information for the past two years. I also need a paper statement for another transaction. I would very greatly like to try and refinance with another company but literally can not even get ahold of them for the basics, let alone that.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-26 00:00:00
Product: Debt collection — I do not know
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: HCFS Healthcare Financial Services of TeamHealth
State: FL

Complaint narrative:
I have asked ARS Account Resolution to validate a collection they are reporting on my credit reports on XXXX/XXXX/16 and they have failed to provide anything that would support the fact that they are attempting to collect on a debt without an agreement or contract. Nor have they supplied anything other than a statement on XXXX of the collections. I told them that I would be reporting them to you but they obviously do n't fear you because they failed to delete themselves or answer questions about the debt ( s ) that they are using to damage me financially. Its damaging my credit and it is important to me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-10 00:00:00
Product: Credit card — 
Issue: Rewards — 
Company: BBVA FINANCIAL CORPORATION
State: AZ

Complaint narrative:
BBVA Compass is not honoring its credit card contract with me, regarding points given for purchases or any ability on my part to modify my point selection. Due to an IT problem, the credit card website is totally ineffective. I have called them repeatedly, written emails, complained at the local bank branch and spoken to a variety of supervisors, but no one seems able to correct this problem. The credit card is worthless to me if it is n't doing what it agreed to do. I should be able to change which purchases I make earn the most points, but I ca n't. I should be earning more points for certain purchases, but I am not. All purchases, regardless of my choices, earn XXXX point per dollar. This is faulty.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-01-25 00:00:00
Product: Debt collection — Credit card
Issue: Taking/threatening an illegal action — Seized/Attempted to seize property
Company: Frederick J. Hanna & Associates, P.C. (closed)
State: GA

Complaint narrative:
To whom it may concern. XXXX XXXX XXXX has continued to try and collect a debt that does not belong to me, and has failed to give me proper notice of this alleged debt. I have continued to contact FREDERICK J. HANNA & ASSOCIATES, PC. concerning their illegal debt collection practices. Now they have submitted a summons of continuing Garnishment. This is the second case and they dismissed the first case. I hereby request that you contact this law firm, that is collecting an illegal debt, on behalf of XXXX XXXX XXXX XXXX OF XXXX XXXX XXXX, XXXX & gt ;

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-17 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
The purpose of this letter is to formally notify Carrington Mortgage Services ( CMS ) that the hazard insurance premium payment was incorrectly calculated at the time of determining my qualifying modified total ( PITI ) mortgage payment. This results in me actually having to pay {$200.00} more than the determined qualifying payment amount. CMS has the annual insurance premium amount incorrect on their documents. CMS incorrectly calculated an annual hazard insurance premium based on half of the actual premium amount ( {$1400.00} ) when the total annual premium is actually {$3400.00}. CMS used the 1/2 premium mid year amount and divided by 12 months, versus the actual annual premium amount. CMS determined my total PITI modified payment to be {$1700.00} based on this incorrect figure. Using the correct insurance payment of {$290.00}, as identified in the insurance billing and the modification request package, would result in a lower P & I payment to be equivalent to the {$1700.00} PITI payment. I am requesting the P & I payment be reduced to reflect the correct PITI amount of {$1700.00} as agreed, with the correct hazard insurance payment amount. Not doing so will result in my escrows being insufficient and resulting in me paying a much higher mortgage payment that I can not afford.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MI

Complaint narrative:
Carrington Mortgage Services , LLC, XXXX XXXX XXXX, XXXX CA XXXX ( XXXX ) XXXX is unfairly inflating the Escrow reserves amount in order to increase our Monthly Mortgage Payment by 21.77 %. The escrow analysis was incorrectly prepared to reflect XXXX Winter Property Taxes being paid in XX/XX/XXXX, and XXXX Summer Property Taxes being paid in XX/XX/XXXX. The escrow reserves amount is excessive. Customers of Carrington Mortgage Services , LLC should be warned about the unfair servicing practices of this Mortgage Servicer.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-15 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
My mortgage is with Carrington Mortgage, I 've requested a mortgage modification several times. My rate is keeps going up and my taxes and insurance is n't escrowed. I do n't want lose my home to foreclosure, but Carrington Mortgage refuses to modify my mortgage. 
I would appreciate your assistance in this urgent matter. Please help.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-16 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: HCFS Healthcare Financial Services of TeamHealth
State: MD

Complaint narrative:
I do not owe any medical debt as my insurance pays it. This is inaccurate

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 2015-08-03 00:00:00
Product: Debt collection — Medical
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: HCFS Healthcare Financial Services of TeamHealth
State: FL

Complaint narrative:
I have been awaiting debt validation from this company since XXXX 2014. I sent them a debt validation letter on XXXX/XXXX/14, however to date I have yet to receive any documents from them. I have sent a failure to validate debt letter to them too and still no response. The illegal thing is that they continue to report to my credit reports monthly since I have requested validation.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-05 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: FactorTrust, Inc.
State: CA

Complaint narrative:
I 've tried entering a dispute with both FactorTrust Inc ( the credit agency ) as well as XXXX XXXX XXXX ( the company that had received a fraudulent credit request, but neither was able to take my information.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-19 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: HCFS Healthcare Financial Services of TeamHealth
State: FL

Complaint narrative:
I am experiencing issues involving my identification which has been used in the opening of medical accounts that have been appearing on my credit reports since XXXX over the past 3 years I have asked that the ( XXXX ) bureaus assist me with acquiring verification from this company so that I can move forward in the removal of the entry from my credit history.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-23 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Southern Management Systems Inc.
State: FL

Complaint narrative:
I am a student attending to XXXX and leased an apartment for a year from XXXX XXXX, XXXX XXXX to XXXX XXXX made all the payments and gave notice of non renewal in advance. Inspection was done on XXXX XXXX and the administration office advice me of everything been clear when I turned the key. 
I check my credit report about a week ago and find a surprising collection for {$100.00} that I do not owe.

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 2015-04-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA

Complaint narrative:
My loan account was transferred to another mortgage company in XXXX XXXX. I have been on a bi-weekly payment plan with my previous mortgage company since XXXX XXXX. I paid an extra month a year towards my principal through the bi-weekly plan for about 10 years. I made XXXX payments in two of the months during those years, which are XXXX bank drafts per year. This should have reduced my loan payoff date, ( maturity date ) from XXXX XXXX. I have occasionally checked with Citi-mortgage in regards to my loan payoff date. I was always told that it was XXXX XXXX because of my enrollment in the bi-weekly advantaged plan. When my loan was transfer to Carrington Mortgage, it was written on my statements that my maturity date is XXXX XXXX. My issues are with all the money that was applied to my principal since XXXX and adjustments made to the amount of interest that has been amortized. I also understood that the extra one-month payment a year would also reduce my interest that further reduces the loan payoff date, ( maturity date ). I have expressed concerns to the new mortgage holder regarding the loan payoff date, ( maturity date ) because of the way it is stated now I will be paying them more money than is actually owed. They are telling me that even though I am paying every XXXX rather than XXXX, it would not affect my maturity date. People enroll in these types of plans to reduce the time it takes to pay off their mortgage loans. During the transfer process, I received letters from both mortgage companies stating that nothing will change about my loan terms or conditions. That statement appears to be false. I feel I am about to be swindled out of a lot of money without a true loan payoff date, ( maturity date ) bases on accurate financial calculations of my bi-weekly plan payments since XXXX XXXX. I feel the new mortgage holders of my loan account should not have purchased my loan if they did not agree with the existing terms and conditions of the bi-weekly payment plan from the previous mortgage holder.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-08 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: U.S. BANCORP
State: IL

Complaint narrative:
I made a payment but when I asked the representative what the past due was she told m, I was told I had the XX/XX/XXXX payment but I actually had XX/XX/XXXX and XX/XX/XXXX {$240.00} but it {$400.00}. I talked to a supervisor about and he did waive XXXX late fees for me but now I have XXXX credit marks with Elan Financial, I advised the supervisor that I am dealing with fraud, someone emptied my checking account and I am waiting for the bank to put all of that money back, I keep getting asked why the account even though I talked to the supervisor and he states he would note the account. One of the reps lied and said I did not want to make a payment but I advised I was at work and just needed to change the date on my payment. She kept asking about other payment arrangements. I advised I was at work at twice and I did not wish to bring any personal issues at work. I want the credit marks removed and to be put on a pay plan. I am dealing with fraud but Elan did this to me before and I should have the credit marks removed due to misinformation that was given about my payment. This is not my fault and the rep should have given the rght information or ask someone if she was not sure because I clearly asked what was owed,

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