vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-09-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I have been on XXXX for two years and had fallen behind two months. I applied for a modification because I was told that XXXX was an allowable reason for assistance. My wife is the sole wage earner and after reviewing our case they denied us for a loan modification. The denial letter stated that the reason was due to NPV ( net present value ). The denial letter was supposed to state the figures used to arrive at this decision. Unfortunately the denial letter provided some figures on income, value ... .it just arrived but I believe that the figures used were incorrect. According to my housing counselor our ratios for Income vs the housing expense ( PITI ) which is what HAMP looks at is at XXXX % and our rate is at 6.5 %, so based on this data if they were to lower the rate to 2-3 % then our PITI ( housing expense ) would be around XXXX-XXXX % meaning it would be an affordable payment. The investor is XXXX XXXX and we meet all of the criteria but the NPV denial makes it seem like we have no options. We 'd like to be re-reviewed and be given the data and figures used to arrive at a NPV negative.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
our loan is biweekly with a payment amount of {$360.00} every 2 weeks. Our monthly statement show our monthly payment as {$360.00} despite that being the payment every two weeks. Our annual escrow analysis also shows our monthly payment as {$360.00} which is not even half of what would be monthly. Nationstar began servicing this account XX/XX/2015 and it has been wrong every month. We have repeatedly contacted them through their corporate offices and only get promises to fix it. We feel our statements should be correct.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
I was applying for a credit card thru XXXX XXXX XXXX and i did get the c.c .However the agent asked if i was paying a mortgage & i said yes for 10 years. the agent said i may want to contact my mortgage co. because they have not reported it to the credit bureaus! I called numerous times and each time Nationstar employees gave me another dept. to call. The last call was supposely their bankruptcy dept., phone # XXXX XXXX XXXX. I spoke with XXXX and she was confused because they were a law firm that did do some work for Nationstar but was NOT their bankruptcy dept.! She did say that they have had similar calls from other people thinking that they were Nationstar Bankruptcy Dept.! 
I just want my payments to be reported to the credit bureaus but can not contact anyone to even report this to!!!! I am very aggravated.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
I SUBMIT MY MODIFICATION PACKAGE TO MY LENDER NATIONSTAR MORTGAGE, THE FILE WENT TO THE UNDERWRITING DEPARTMENT AND THE FILE WAS DENIED PER MY ASSIGNED REPRESENTATIVE. I ASKED HER WHY AND WAS INFORMED IT WAS DUE TO MY INCOME, SO I ASKED WHAT NUMBERS WERE USED AND SHE PROCEEDED TO STATE WHAT WAS PROVIDED ON THE APPLICATION WAS THE NUMBER USED. SINCE THAT IS A VERY VAGUE ANSWER AND THE FILE GOES TO UNDERWRITING FOR EXACT INCOME CALCULATIONS THAT ANSWER DID N'T MAKE SENSE THAT THEY WOULD USE THE NUMBER I GIVE AND THEN GO TO UNDERWRITING FOR CALCULATIONS SO I ASKED AGAIN AND AS SHE SIGHED FOR ME ASKING HER TO DO HER JOB SHE STATED THAT THE INCOME USED WAS {$9800.00} GROSS AND {$1900.00} NET WHICH BROUGHT MY RATIO TO 145 %. I ASKED MY ASSIGNED REPRESENTATIVE HOW DOES THAT MAKES ANY SENSE THAT THEY CALCULATE MY INCOME AT ALMOST 10K AND NET UNDER 2K AND IF SHE IS MY DEDICATED REPRESENTATIVE IS IT NOT HER JOB TO HELP WITH THE FILE AND SHE STATED HER JOB IS TO READ THE NOTES, NOT TO CALCULATE INCOME OR ANYTHING TOO INVOLVED. 
JUST AMAZING!! 
MY REPRESENTATIVE STATED THAT SHE WOULD EMAIL THE UNDERWRITING DEPARTMENT AND NO PROMISES. AS YOU CAN SEE SHE WAS VERY HELPFUL. I CALLED BACK TO THE LENDER AND THEY STATED THAT THE FILE WAS STILL DECLINED HOWEVER THEY DID HAVE A NEW INCOME THAT WAS USED, {$9800.00} GROSS AND {$3900.00}, STILL WRONG BUT AT LEAST THE UNDERWRITING DEPARTMENT GAVE IT A GOOD TRY. 

I FIGURED I WILL SHOW HOW TO CALCULATE THE INCOME SO WE CAN ALL BE ON THE SAME PAGE. 
PAY STUB USED XX/XX/2016 {$97000.00} YTD GROSS XXXX PAY PERIODS {$97000.00} DIVIDED BY XXXX = {$4400.00} {$4400.00} MULTIPLIED BY XXXX PAY PERIODS = {$110000.00} ( YEARLY AVERAGE ) {$110000.00} DIVIDED BY XXXX MONTHS = {$9600.00} BACKEND RATIO IS AT 43.11 % {$43000.00} YTD NET XXXX PAY PERIODS {$43000.00} DIVIDED BY XXXX = {$1900.00} {$1900.00} MULTIPLIED BY XXXX PAY PERIODS = {$51000.00} ( YEARLY AVERAGE ) {$51000.00} DIVIDED BY XXXX MONTHS = {$4200.00} I JUST NEED MY INFORMATION TO BE LOOKED AT CORRECTLY SO I CAN SAVE MY HOME.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CT

Complaint narrative:
XXXX years I 've been in my house, always paid mortgage on time. Few yrs back got caught up in the remortgage scam and now I 'm under water ca n't get help anywhere. Back in XX/XX/XXXX I applied for a loan modification, the one currently in place was expiring in XX/XX/XXXX. It is now XX/XX/XXXX and they have been stringing me along all this time so that my mortgage payment can go back up to the higher amount. I have done everything they 've asked of me several times just for them to come back 3 weeks later and tell me they need some thing else. The something else is always the same thing I have been sending since XX/XX/XXXX. I have a XXXX % rate, a single person working XXXX jobs to try and stay in my home and they are giving me the business. The company that started this was XXXX financial co. They sold my mortgage to a new company called sps Select Portfolio Sevicing, inc. They bite the big one. I have sent them so much that whenever b I call it takes them forever to go threw it for them to tell me they have everything b they need. Then 2 to 3 b weeks later they send me a letter telling me they need something else. This has been going on since XX/XX/XXXX. Now the higher amount is in play, I refuse to pay it.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-18 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: BB&T CORPORATION
State: TX

Complaint narrative:
My vehicle was totaled by my insurance company due to extensive hail damaged. When I contacted my lender, Regional Acceptance Corp, I was told that the GAP policy would cover the remaining balance after my insurance company paid a settlement to the lender. The GAP did not cover the full balance because, as I was told, it did n't compensate for extension processed on the account. I did not receive any disclosures indicating such, and this could 've altered my decision to accept an extension on monthly payments that I fell behind on. Therefore, I 'm requesting that the deficiency balance be waived by the lender, and all negative credit impacts be removed from my credit report to reflect that the loan is paid in full. I feel taken advantage of because of this and the outrageous interest rate given to me.

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 — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: IL

Complaint narrative:
My mortgage loan servicer was changed by a federal government directive. My loan was moved from XXXX to Seterus. I was told by XXXX that the terms of my loan would not change and I would not incur any expenses. Seterus wants me to pay {$470.00} for Title and miscellaneous costs. I did not request a change in servicers. It was forced upon me. Seterus is going to make {$10.00} of XXXX of dollars on the life of my loan. I will file a complaint with Seterus to waive the fees. I am sure thousands of people are experiencing the same issues with the forced change in mortgage servicers. I think it is underhanded to charge consumers fees on servicer change that was not within my control.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-06 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BB&T CORPORATION
State: VA

Complaint narrative:
BB & T was involved in A federal investigation. The other banks settled. Where BB & T would n't. XXXX XXXX was convicted of the crime. Now there 's a lien against my dead father.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-15 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
CHAMPION MORTGAGE Company keep sending me FRUGLANT Bill that is not Allowed on my Mortgage Note and is Threatening to Default the Mortgage Note.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: NJ

Complaint narrative:
Hi! We Bought our first home XX/XX/XXXX, and finally were leaving our lives with our XXXX kids in an peaceful environment where the kids were happy in school and new friends. we came from XXXX, NJ ( approximately XXXX population ) dangerous neighborhood where my kids bike were stolen from other kids twice. Long story short, 2 years ago we moved to XXXX, NJ, country town with only XXXX population. we are very happy here. XX/XX/XXXX we received a letter from out mortgage company, quicken loans saying that we had a shortage on the escrow of {$8000.00}. The weird part is that the last escrow analyzes last year resulted in a refund check to us of {$490.00} and I could not understand how they had gone for a year and a half in collecting the improper amount of taxes. Now they want us to pay everything they missed to collect all this time. I do n't mind paying but the way they want us to pay will affect us financially as it is already happening. Like I said before the fist option is to pay in full {$8000.00} and our mortgage payment would go from XXXX to {$2000.00} a month. we do n't have that kind of money, so this option is not good for us. second option was to pay over 12 months a mortgage of {$2600.00}. Its XXXX more then what we used to pay for our mortgage. This option also does not work for us. Mu husband works for XXXX. His weekly salary after all the discounts is {$XXXX}. After we received this horrible news from quicken loas I started looking for a part time job to help my husband but i still have n't found one that does n't affect my kids schedule. I understood that the taxes goes up but from {$6900.00} to {$7800.00} XX/XX/XXXX. But that would not be anywhere near the amount of the increase if they had been remitted the proper amount from the beginning of the loan. Where all these money they are changing us come from? Interest from their mistake and now we have to pay? Nad that do n't want to work things up with us and if we stay behind one month our credit is going poor now. Im straggling to make the payment on time and I do n't know what else to do. we are very happy here and never staid behind a payment until this nightmare started 3 months ago and I 've been trying to work things out with them and had no lock. you 're my only hope. Thank you.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-12-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: IL

Complaint narrative:
NationStar Mortgage Co who is the servicer of my mortgage owned by XXXX XXXX made unauthorized Hard Credit Inquires into both XXXX and XXXX credit bureaus. This occurred on XXXX when having a general conversation with an individual at NationStar about possibly refinancing my current mortgage. Not only did he access my credit report, but also accessed my wife 's. The detail of our conversation was completely recorded and I was adamant about not accessing credit info and did not provide SSN or any other info authorizing the pulling of credit detail. I have provided a detail faxed containing all of the pertinent info and talked to many different individuals at NationStar. The various individuals that I 've talked to at NationStar listen and promise to call me back, but never do. I am very concerned because both mine and my wife 's credit scores were lowered 5-7 points and this will remain for 2 years on the respective reports. My requests was to remove these Hard Inquires from the respective credit bureaus for both my wife and I. 
information and

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-21 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
In XXXX XXXX my mortgage was permanently modified with Servicing Company XXXX XXXX. My mortgage payment has been {$900.00} since XX/XX/XXXX. I have been on time with all payments since that time. The loan was sold to XXXX and then NATIONSTAR in XXXX XXXX. My payments jumped to {$1000.00}. When I inquired they told me because of my escrow for insurance and taxes. I made immediate inquiry with XXXX County Tax Assessors office. They admitted to overcharging me by rating my house as a XXXX residence NOT my primary residence. I'v e never had a XXXX residence. They issued a refund check for XX/XX/XXXX to XXXX ( the wrong servicing company ) which I am trying to get corrected. Then I called my insurance company, they doubled my premium to {$1400.00}. so I canceled my policy and got a new XXXX for {$810.00}. Nationstar paid the {$810.00}, and I reimbursed them immediately so I could get my payment down. I acted quickly and got both my taxes and insurance corrected, that was 60 days ago, yet the taxes linger as an unresolved issue, nobody seems to know where the tax refund check went. The amount of that check was for {$330.00} and change. WHAT I 'M UPSET ABOUT IS THE AMOUNT OF MONEY NATIONSATAR IS ASKING FROM ME OVER AND ABOVE FROM THE EXPECTED ESCROW EXPENSES : {$550.00}! I DID THE MATH AND THIS EXCEEDS THE 12 % ALLOWED UNDER section 10 of RESPA. I do n't believe I 'm being treated fairly and want to pay my own taxes and insurance thereby foregoing the need to send NATIONSTAR {$550.00} to sit in my account year after year. I want to change the terms of the ESCROW. And to be honest, I have budgeted {$900.00} a month not {$1000.00} @ month, and my daughter is getting married in 3 weeks and money is flying out of bank account for the wedding, and Nationstar is dragging their feet and still does n't have an adjusted mortgage payment for me. So far I qualify for " Pay for Success Program '' under HAMP principle reduction credits. Can anyone there please help me strip off my ESCROW, I can do a better job paying my own insurance and taxes! The Escrow statements are a nightmare!!!! Sincerely, XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, AZ XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-28 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NY

Complaint narrative:
We have been trying to reach SPS Servicing for a HAMP modification but have not been successful reaching them or getting them to send us the paperwork.

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: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: VA

Complaint narrative:
I just received a letter from XXXX XXXX XXXX, XXXX that Nationstar Mortgage has asked them to foreclose on my house, XXXX XXXX, XXXX, VA XXXX. The date of foreclosure was not provided. Mean while I will respond to their letter and dispute their claim as Nationstar have not lived up to their expectation to modify my loan as required by HAMP Loan Modification Program. Attached is their letter received today, XXXX XXXX, 2016.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: HI

Complaint narrative:
I have submitted a previous complaint that was considered closed. I went through the procedure properly and even disputed the company response. It has been almost 4 months since our loan was closed with Quicken and a month ago I was notified by them, yes, that they had made another error. XXXX of many, this error had to do with our insurance impound account. First of all we were told while doing the loan that the amount of insurance needed to be increased to XXXX in coverage. I offered to contact our agent to discuss this. Quicken insisted they needed to contact our agent. Meantime we never heard anything additional while the loan was in process, neither from Quicken or our insurance rep. You would think this would have been something they would have discussed with us. Three months into the loan we were contacted by XXXX XXXX at Quicken, stating that they made an error and did not impound enough funds for our insurance. We have our primary dwelling and a XXXX XXXX stated that they only impounded enough for the main home. She also said that the primary needed to be insured for the amount of the loan. I insisted that this could not be possible. After much back and forth email and pleas on our behalf, we found out this is not correct. We are now and have been dealing with this for over a month. The smaller dwelling was finally reevaluated by our insurance rep. This loan was audited and reviewed multiple times and they continue to error. The amount of stress they have put into our lives had been non stop. I feel like we followed all proper procedures, they were told and did have appraised XXXX dwellings. I feel like a closer look should have been made into the dealings of Quicken. My brother is a XXXX and assured us in all his training, that what we were to do was report this to CFPB. I am more than shocked at this point, that Quicken can continue in this manner to wreak such havoc. Their responses to my issues were sugar coated at best and there most used phrase is " I am sorry ''. They do n't hesitate to repeat this several or more times in XXXX email. It 's beyond reprehensible. Please look into this further. And again prevent them from doing this to other people who are less knowledgeable about how the process works.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-03-07 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
This is follow up complaint I filed regarding XXXX XXXX XXXX on XX/XX/XXXX, ,and now transferred to XXXX XXXX XXXX , SERVICER NATIONSTAR MORTGAGE LLC. , loan reference NO.XXXX. 
Now my only home I grew up was forclose and sold on auction by XXXX XXXX XXXX XXXX XXXX XXXX on XXXX. 
On XXXX I sent " QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT AND VALIDATION OF DEBT LETTER, TILA REQUEST '' but it was ignored by NATIONSTAR MORTGAGE LLC XXXX XXXX XXXX Waters Blvd.. TX XXXX, XXXX. number XXXX XXXX, and to NATIONSTAR 'S ATTORNEY THE XXXX XXXX A LAW CORPORATION address XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CALIFORNIA XXXX XXXX 
President Obama 's Executive ORDER XXXX " Establishment of the FINANCIAL FRAUD ENFORCEMENT TASK FORCE " explicitly acknowledge the existence of significant crimes and other violations in XX/XX/XXXX, The Department of Justice worked out a settlement with XXXX XXXX XXXX and did not consider this settlement.. 
Now I am dealing with XXXX XXXX XXXX XXXX XXXX XXXX address XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX .One of their agent name XXXX XXXX harrassing me to leave my house because i do n't own it anymore.. 
I notified NATIONSTAR MORTGAGE and informe me the company harrassing me is unknown to them .I was told by XXXX XXXX XXXX TO SIGN ANOTHER AGREEMENT. 
I feel like I am facing another fraudalent activity.PLEASE HELP.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-09 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA

Complaint narrative:
I sent you guys a complaint a few months back and that have a very positive effect on getting my mortgage and short sale moving along after being stuck for 8 months. Thank you for that. It has been a year now since I started the short sale process and still no resolution. The last potential buyer backed out after we were quoted 15 business days to review the short sale and we did had no word after 6 weeks. I call to complain and no one seems to care. Now I have to start this whole process all over again. This is totally unacceptable for it to take this long. It took so long that our initial documents all expired before they could complete the process and we had to complete new ones. I was able to get my wife a XXXX faster than this. I try to give them everything they need and they drag their feet until the buyer walks away. The process is so difficult they want to foreclose.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-15 00:00:00
Product: Mortgage — Other mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
Champions Mortgage will not tune loose of my insurance check I have sent all records and can not get my house fixed where I flooded Fema sent all of the paper but the young girls keep my check I am XXXX years old with holes in my house because they will not turn my check to me what can I do they do this every time when XXXX hit me they would not turn the checks I had to beg for the money that the insurance paid me to fix my house they sent an inspector to check my house to get the last check the house looked better than before to me what can I do XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I need help

Company response to consumer: Closed with explanation