vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-06-23 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I have been paying for 10 years interest only on a XXXX and XXXX loan.  After a divorce I was able to purchase my current home, but was put into these interest only loans.  After 10 years on paying, XXXX notes on time and never late...they XXXX have changed from interest only - principle and interest only.  My XXXX loan is at a good interest 2.625% which I'm able to make along with the association fee.  My XXXX is the problem at an 8.875% interest, was paying XXXX and has jumped to XXXX XXXX my payment effective XX/XX/XXXX.  I cannot make this payment.  I have tried to ask for help with my XXXX mortgage directly, but they will not help in re-financing the XXXX loan only.  I don't qualify to re-fi the XXXX loans because I have no equity on my home.  I asked the XXXX mortgage if they would consider a principle reduction or forgiveness and they said NO.  For the past 10 years I have paid them responsibly and never been late or ever missed a payment, and now they will not help in any way, shape, or form.  I'm dis-trout in considering short sale and losing my home and having to walk away with nothing.  More so my credit which I have worked my entire life in maintaining an excellent credit and is effecting me to know that my credit will be damaged if I proceed with the short sale.  I have called and have exhausted all avenues to get someone to help me, but no one can.  That is my current situation.  Thank you very much for your attention to this matter!!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: LA

Complaint narrative:
Dear Consumer Financial Protection Bureau : Re : Nationstar Mortgage # XXXXThe reason for me having to file this complaint is due to my mortgage company failing to respond to my loan modification request fax XXXX XXXX, 2015. It 's been 10 days and no follow-up request were made by Nationstar Mortgage. As of today, I have not been assigned to a dedicated loan specialist that they was working on my mortgage loan to try and qualified me for a home affordable modification. 

Furthermore, I am requesting your assistance in getting my concern 's address. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-20 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: BB&T CORPORATION
State: AL

Complaint narrative:
The financial institution that pulled my credit information in error has disputed the issue and asked that it be removed from my credit report. However, that does not excuse the fact that a mistake was made with in that bank which has caused me anxiety, inconvenience, frustration, and the decrease of my credit score due to the " hard inquiry '' being submitted ( with out my authorization ). I spoke to an attorney today and filed a police report.

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 2016-01-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TN

Complaint narrative:
This is a follow up complaint to a response on Case # XXXX where Select Portfolio Services virtually admitted to violating RESPA regulations : First, they freely admit that XXXX XXXX ( the mortgage holder before loan was transferred to them ) paid off XXXX. In addition to the fact that this was done without my knowledge or permission, the fact remains that this was in fact a cashout/debt consolidation loan because it paid off MY account with XXXX. 
In the same response they say they are going to defy RESPA in refusing to rescind my loan. 
All of the other garbage they are throwing in, such as the state of my what they call delinquency are irrelevant to the issue ; why do they think I 'm not paying them?

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
I contacted Quicken Loans on Friday XXXX/XXXX/16 and spoke with XXXX to discuss refinancing my FHA mortgage. I informed XXXX of my estimated credit score, how much the original loan was for, and how much the remaining balance was, as I wanted his honest opinion on whether or not he could help BEFORE he pulled my credit. I told him that other lenders have told me that attempting to refinance after only 6 months would not be possible. XXXX immediately informed me that Quicken loans had very aggressive products and could do things a traditional lender could n't do. He stated that he felt sure he could save me hundreds of dollars on my monthly payment and that my current lender would most likely not want to refinance my loan as they were earning money from the interest. I asked XXXX if he felt that Quicken loans could save me a substantial amount of money every month to which he replied " absolutely. '' Feeling encouraged, I gave him my social security number and authorized a credit pull. He told me he would " run the numbers '' and get back to me. I spoke with XXXX again on Monday XXXX/XXXX/16 but his tone was considerably different. He informed me that my debt to income ratio was too high and that it would be difficult to do anything for me. He ultimately stated he could refinance my loan saving me a whopping {$40.00} per month but I would have to front almost {$3000.00} in closing costs ( at that rate, it would take my 6 years just to break even again from the out of pocket costs ). I asked him " is this the type of aggressive products Quicken Loans offers? This is XXXX! '' I contacted a supervisor on XXXX/XXXX/16 to discuss and spoke with XXXX XXXX. I told her about the situation and asked her to remove the credit pull from my history as I felt XXXX performed a traditional bait and switch and falsely advertised what Quicken Loans could do for me. She stated she would look in to it. XXXX then called me back on XXXX/XXXX/16 and informed me that there was nothing she could do.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
I received a letter from Quicken Loans dated XXXX/XXXX/15 indicating we were eligible for refinance through HARP. The letter had my loan number provided by XXXX. 
When I called the XXXX number, I spoke with a fast talking representative who told me several lies, including,1. Quicken was the sole provider who was authorized to refinance this particular type of loan. 
2. He would not be able to provide a quote for the refinance without pulling a hard credit pull - doing so he said would be meaningless. 

When I indicated I had gotten a quote from XXXX 2 months ago, he told me that was impossible - that Quicken Loans was the ONLY provider who was able to do this refi, and they were working with XXXX in a new partnership so they were the only provider authorized to do this type of loan. 
When he would n't provide a quote without a hard credit pull, I hung up. I received a call from XXXX, a few minutes later. When I googled the number, it shows to be a Quicken Loans number in XXXX, AZ.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-20 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: KY

Complaint narrative:
Nationsta mortgage will not give the payoff amount so I can refinance my home through peoples bank.

Company response to consumer: Closed
Consumer complaint received 2015-04-28 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: SC

Complaint narrative:
nation star mortgage ( XXXX ) continues to call my work number ( XXXX ) at all hours of the day. I have told them I have no business with them and that they have the wrong number, yet, they refuse to remove my number as only " the customer can do so ''. They have a call center in the XXXX that cvalls at least XXXX times a day. I feel harrassed. I DO NOT HAVE A LOAN WITH THEM.. why cant they just remove my number? I asked for a supervisor or a manager and he was on break ; was put on hold for over XXXX and nobody ever came back.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-29 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: IL

Complaint narrative:
earlier on in the year of XXXX, I filed a complaint with you regarding the servicing of my loan from SpServicing. Reference case # XXXX. They were clearly not honest with there response to you regarding my XXXX payment and the final loan modification. I will attach all of my documentation including bank statements for the entire year of XXXX and the trial modification and the final modification. I also have a letter from them dated XXXX XXXX that my final modification was approved. The XXXX payment which they claimed, I did not make, was one of the 3 trial payments of which I phoned in XXXX, XXXX and XXXX payment on XXXX/XXXX/XXXX. If I did not make my XXXX payment, how would I have been approved for the final modification as outlined in the trial modification? Once the final modification was approved, everything escalated from that point. Accusing me of not making payments and no one could tell me which payment was not made. I have had XXXX in XXXX and could not handle all of this along with my health problems so I retained an attorney after I received your response from SpServicing and their response as well. It also appears that they are not applying the payments correctly to the PITI as outlined in the trial modification and the final modification. I am reaching out for your help again to protect me as the consumer with the servicing of this loan do be done in accordance to the trial and final modification. They are also threating me with notices of default every month. How can they do this when all of my mortgage payments are made on time? You will be able to see this as I am attaching proof of payments for the entire year of XXXX. This mortgage company also will not let my attorney speak with their attorney and a manager does agree that I have a modification, but they have yet to honor it. My attorney is also getting frustrated with them and he now knows that all of my complaints about this company and the servicing of my loan are valid. He as well, has a copy of my final modification and proof of all of my payments.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
After a home refinance, my loan was repackaged and sold to a new servicing company, Nationstar. I setup my first loan payments on a timely basis as well as an additional amount that I designated to be applied to principal on a monthly ongoing basis. Nationstar started withdrawing only the loan payment and upon calling them back they were able to get the additional principal payment setup. However, the setup was apparently created incorrectly. Although payments approximately XXXX the actual amount due were being withdrawn from my checking account on a monthly basis, they were initially incorrectly applied and then some 5 months later my wife noted that we were getting notices for late payment of the mortgage. I called Nationstar and they assured me they would rectify the problem and it would not be reported and would not affect my credit, this was in XXXX of 2015. Again in XXXX I received a notice from a credit reporting agency that my credit score was being lowered due to unpaid mortgage payments. I again called Nationstar and was again told it would be fixed. I did not follow up assuming after twice being assured it would be done, after already being assured my credit would never be touched. This past week on XXXX XXXX I was applying for a refinance of a business loan and when queried about my mortgage by the banker I went online to check my rate with Nationstar. Since my inception they added an online history of payments section and free FICO reporting. I checked my FICO and was dismayed to find that my score which is normally around XXXX or higher was now XXXX. I again called and now got very upset at the continuous lack of attention to my account and the confabulations and empty promises made my customer service agents who really did not care about my credit. I queried about my prior calls and the logs were very thinly documented with no discussions of any of the issues that they created for me. Keep in mind I have paid almost twice what was due during the past 14 months yet my credit score took a hit due to incorrect reporting of 5 months of missed mortgage payments. I am now being told by Nationstar it could take up to 180 days for the agencies to fix my score. If my interest rate on a $ XXXX refinance of a business loan is negatively impacted by this, I will have been financially damaged by Nationstar. I called my lender to find out who regulates the Mortgage Servicing Industry and found that you are the agency that does this. Please help or advise me if I have a legal case against this incompetent and uncaring organization.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: IL

Complaint narrative:
XXXX and XXXX XXXX applied for a modification with PennyMac mortgage and they received the modification however, the value of the home is {$210000.00}. The modification is for {$510000.00}, which PennyMac told us that we could refinance after 6 months of on time payments. We met the 6 months on time payment on XX/XX/XXXX but PennyMac did not keep their end of the promise. We were told that {$220000.00} was written off, that is it, and that is all. " You and XXXX XXXX do not qualify for a refinance and we are not writing off any more of your loan ''. My husband gave me a XXXX XX/XX/XXXX and now my husband has been diagnosed with XXXX. We need PennyMac to refinance our house because my husband medicines along with my medicines are costly. We do not want to lose our home but we do want PennyMac to work with us to keep our home. We have also gone to the Illinois State Attorney. The solution has not been reached with the Illinois State Attorney but the Veteran Administration told us to write to CFPB for help. Yes, my husband is a US Veteran.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-05 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: BB&T CORPORATION
State: GA

Complaint narrative:
Me and my husband opened an auto loan with Regional Acceptance Corporation XX/XX/XXXX and purchased a XXXX Pontiac Solstice for {$12000.00} at XXXX a month. We have previously paid a few payments late but have been catching up everything here in the last few months. We noticed that our balance has changed but {$1000.00} dollars and our payoff is more than what we purchase the car for. I have asked someone from Regional to call me and give me a break down of our payments and how it affects the interest and principal but no one has contacted me yet. We have paid almost {$10000.00} towards this vehicle and it should be about paid off but instead our balance has n't moved yet. We desperately need some assistance on how to file a complaint because I believe we will never get this car paid off as long as we are will this auto company. Please help us!!!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-21 00:00:00
Product: Debt collection — I do not know
Issue: Taking/threatening an illegal action — Threatened arrest/jail if do not pay
Company: Atlantic Recovery Solutions LLC
State: NJ

Complaint narrative:
This is n't my debt I did n't cosign or anything this debt is my XXXX child 's debt and they do n't even live with me these people are calling and harassing my husband and I on our home phones and cell phones

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-26 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
NationStar acquired our mortgage from XXXX in XXXX 2014. They told us since it was an acquisition loan, that we had a 60 day grace period before making our first payment. Now they are writing us telling us that we have to pay those two months that they previously told us we had the grace period for. When I finally got someone on the phone who was willing to help me, she said she apologize, she see we was told that, but we have to come up with the money. I feel like they are bullying us, not holding up their promise, and just overall unprofessional, unorganized, and uncaring.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-06 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Rocket Mortgage, LLC
State: MN

Complaint narrative:
Unauthorized inquiry and/or unknown company

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MD

Complaint narrative:
Over a year ago due to personal circumstances my mortgage fell behind two or three payments. When speaking with the Nationstar collection representative they promised to take all outstanding late fees and penalties off my account if I brought the mortgage current with one payment for the balance outstanding. I made the payment and was told the adjustment for removing the outstanding late fees would appear on my mortgage statement in approximately 60 days. Months passed, the adjustment never occurred. I have called numerous times, waited on hold for extended periods, been promised someone would investigate and follow up with me. Nobody has ever followed up, nobody gives a satisfactory response and when I ask to speak with a supervisor I get put on hold for so long that I eventually have to just hand up and try another day. The only response I get to my inquiry is that the credit collection person should n't have promised to waive the late fees. That is an unsatisfactory response. The collection agent did promise to waive the fees if the mortgage was brought current, which it was, and Nationstar should be held accountable for honoring the commitments their representatives make when attempting to collect a debt.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-26 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Why is Select Portfolio Servicing allowed to charge me {$5.00} to pay my mortgage online? XXXX XXXX XXXX does this if you pay past a certain date but I am able to go into a branch and make my payment in person. SPS does not have this same opportunity. This is ridiculous and should not be allowed.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-06-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
Nationstar has failed to process my client 's loan modification application in a manner consistent with industry standards. They failed process my 3rd party authorization ; Nationstar sent notifications to borrower and did not to communicate with my office about any application deficiency. Emails and faxes were not responded to and phone were rotated through a series of prompts requesting either loan number or social security number in full SEVERAL times until the call was terminated.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-10 00:00:00
Product: Debt collection — Medical
Issue: False statements or representation — Attempted to collect wrong amount
Company: Certified Services, Inc.
State: IL

Complaint narrative:
I was charged an XXXX bill for XXXX in which this service was covered by my insurance and was covered in my plan and should not have resulted in a debt. I have been continuously contacted regarding this {$1800.00} bill.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-18 00:00:00
Product: Debt collection — Auto
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: BB&T CORPORATION
State: NC

Complaint narrative:
someone used my information to obtain a loan on a vehicle that I have never owned. and it is showing up on my credit after notifying the company that my stolen identity was used to obtain this loan no 0ne would ever respond this is after getting a police report and notarized id theft affidavit as well.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-26 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
XXXX XXXX XXXX, XXXX. successor by merger to XXXX f/k/a XXXX ( XXXX ) committed a bona fide error when they did not renew the original flood insurance policy for the property owner/borrower. XXXX committed another error by placing force placed flood insurance that exceeded normal market value prices. XXXX committed yet another error when they force placed hazard insurance while private hazard insurance was current on the property. See Attached documents. 
Collectively, XXXX 's errors directly caused the property owner/borrower to go into default because ( 1 ) the payment for force placed flood insurance was raised to an amount not affordable and not reasonable and ( 2 ) charges duplicating hazard insurance were included in the total charges for both unnecessary hazard and unreasonable and unaffordable flood insurances.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
HERE ARE THE DOCS THAT WERE SENT IN 2014 THAT NATIONSTAR SAID THE DID N'T RECEIVE. THEY FAILED TO FOLLOW THE HOME OWNER BILL OF RIGHTS. THEY ALSO VIOLATED CIVIL CODE XXXX XXXX XXXX XXXX CA LENDING /SERVICING BUSINESS CIVIL CODE XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation