vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2019-12-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I have a mortgage account through Nationstar Mortgage LLC dba Mr. Cooper and I informed that I am having a hard time paying the mortgage due to my hardship and if they can reduce the interest rate or the payment amount. They sent me a letter in which the point of Contact is XXXX XXXX, the phone number which she provided is not working, she just gave me the regular customer care number and her extension. When I call the customer care number, it is not asking for the extension, so how will I dial the extension and reach the point of contact, now this is ridiculous. XXXX didn't even provide her email. 

She provided a fax number ( XXXX ) XXXX, and I faxed her on that fax day before yesterday but she hasn't replied yet. 

this is a greedy money hungry company who doesn't want to work with its customers and just want to make money by hook or by crook. 

This company is completely unorganized and think that customers are stupid

Company response to consumer: Closed with explanation
Consumer complaint received 2019-12-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: AZ

Complaint narrative:
I have tried multiple of times to get XXXX  to send me my past applications for my forbearance and deferments and they only sent a letter stating my loans are in good standing but my loans are showing past due XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX which is causing me to have multiple late payments hurting my credit score when i have always made sure my loans were deferred until i am able to pay which is soon but i need this fixed on their part. They have not shown proof of the student loans which were consolidated but XXXX  is still showing multiple of closed student loan accounts with bad payment history

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 2019-12-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY

Complaint narrative:
On XX/XX/XXXX, I had applied to HSBC Bank via XXXX XXXX XXXX <XXXX> mortgage loan XXXX for a cash out refinance loan on one of my investment properties located at XXXX XXXX XXXX, XXXX , FL XXXX . By XX/XX/XXXX, I was told that the file was sent to underwriting and the appraisal was ordered. However, as the mortgage went through underwriting, the bank decided that based on its overlays, that it could not underwrite the mortgage, as their overlays, which were not disclosed upfront, called for them to exclude the use of rental income on those properties that are not listed on a person 's tax statements for two years for verification of income. In my particular case, I only started acquiring properties as of XX/XX/XXXX, resulting in a lack of rental history for those houses on my taxes. This is contrary to XXXX   XXXX XXXX typical guidelines, which call for using 75 % of forecasted net revenue toward calculating income/losses. Other banks have subsequently been willing to underwrite mortgages for me for new acquisitions and refinancing. I'd brought this to the attention of HSBC, and Mrs. XXXX XXXX supervisor, XXXX XXXX XXXX, Mortgage Direct | Sales Manager, XXXX  | HSBC Bank USA, N. A., XXXX XXXX XXXX, XXXX, NY XXXX, NMLS ID # XXXX, Office : ( XXXX ) XXXX, Mobile : ( XXXX ) XXXX, XXXX had stated he'd be willing to review my file again, but has gone silent without any conclusive outcome. As of XX/XX/XXXX, he said, " I will review the file, to see what occurred here, and respond to you by Wednesday ( tomorrow ). '' On XX/XX/XXXX, he stated, " Just to update you, I have a few questions about the file after reviewing it that I asked the underwriter about, so will revert back when he does to me. '' I'd followed up with him as recently as XX/XX/XXXX, asking for a status update, and have yet to receive a response. I believe that a thorough proper review of my finances, which have two XXXX 's holding a total of 7 houses, along with currently six properties under my personal name, and other small items adjusted that were brought to HSBC 's attention, such as my accountant mistakenly listing 365 days of fair market use for the two houses I'd acquired rather than the actual 120 days ( approximately ), and using the 75 % of net income from leases, the loan in question could had been cash out refinanced. Perhaps not for the full 75 % LTV I'd requested, but most certainly at some percentage. I'd asked HSBC to offer relief in one of three ways : 1 ) Refund my appraisal fee ; 2 ) transfer my appraisal to another bank willing to underwrite the loan for me at no cost ; or 3 ) HSBC to review my file and offer to underwrite the mortgage at a LTV that's fair and accurate and works for both parties. They haven't offered relief in any of those three ways.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-12-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: DISCOVER BANK
State: MO

Complaint narrative:
This company for discover put a credit card on my credit I advised them this was fraudulent I also filed a police report being a victim of identity theft the lady from investigation said she as going to investigate so she contacted the officer he explained to her that I filed identity theft and if anything was to come up the report would be valid as everything wouldnt show up on my credit if someone stole my identity at one time she goes to tell me to call him and update I finally got a hold of him to update then she says well were going to mark it as valid since you said you knew about the account for a year I never told this lady I knew about this account for a year I told her I had no knowledge until it showed on my report and she called me about it and I told her to play a recording of me saying I knew about it and she refused she just wanted to close her investigation and place it on me is against law for me to have to pay for a credit card that I did not open and is fraudulent and I have filed a police report last year in XXXX being a victim and this account she stated was open in XXXX this is a fraudulent account and I would like for this to be removed ASAP as it is against my rights for XXXX for a discover card that is jot mine the lady was just mad because I told her Im not paying for anything that is not my debt and she said well you told us you knew I said lady when if I told her that why would she contact the officer and wait for me to add it to the report because they are lying trying to get money out of me for an account that is not mine

Company response to consumer: Closed with explanation
Consumer complaint received 2019-12-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Problem getting your free annual credit report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: WA

Complaint narrative:
I get a credit report every 4 months from one of the 3 major credit reporting companies in rotation. I try to use XXXX, but almost never succeed. Nearly every time I get the message that " We're sorry A condition exists that prevents ... from being able to accept your request at this time. 

To obtain your ... annual credit report, please mail your request to the address below using the XXXX XXXX XXXX Request form. 

XXXX XXXX XXXX XXXX XXXX  XXXX. XXXX XXXX XXXX, GA XXXX ''. 

There is no other information provided about the what the " condition '' is. Trying it multiple times always results in the same message. I've used the website " Contact Us '' function on several occasions, but have never once received a reply even though I'm required to provide my full name and contact information. 

This is supposed to be the easy and official way to request these reports, but it's a big hassle. I would be better served if the government and the credit reporting companies didn't even pretend that they want to make it easy to obtain my free credit reports.

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 2019-12-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NH

Complaint narrative:
XXXX XXXX transaction date XX/XX/19 -- Posted 09/05/19-reference # XXXX, account # XXXX XXXX I have no record of this purchase. Checked XXXX account, not listed in " store purchases or online. '' Contacted XXXX- '' We can't help you, contact the Bank . '' XXXX Filed fraud dispute with Bank of America XX/XX/19 Fraud dispute not approved by Bank of America XX/XX/19 Requested detailed document of what was charged through Bank of America . 
Received document, doesn't list which store, just says " general merchandise. '' Call Bank of America, told to go to the store and ask for specific information. 
XXXX Spoke with manager of store, told he has no records and contact XXXX  Customer Relations. 
Contact XXXX  customer relations, told to contact Bank of America.

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 2019-12-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: GA

Complaint narrative:
I recently tried to purchase a new vehicle but was turned down due to several fraudulent accounts and inquiries add to my credit report. I contacted XXXX, XXXX  and Equifax to have the data removed but customer service refused to help me.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2019-12-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: MO

Complaint narrative:
This company for XXXX put a credit card on my credit I advised them this was fraudulent I also filed a police report being a victim of identity theft the lady from investigation said she as going to investigate so she contacted the officer he explained to her that I filed identity theft and if anything was to come up the report would be valid as everything wouldnt show up on my credit if someone stole my identity at one time she goes to tell me to call him and update I finally got a hold of him to update then she says well were going to mark it as valid since you said you knew about the account for a year I never told this lady I knew about this account for a year I told her I had no knowledge until it showed on my report and she called me about it and I told her to play a recording of me saying I knew about it and she refused she just wanted to close her investigation and place it on me is against law for me to have to pay for a credit card that I did not open and is fraudulent and I have filed a police report last year in XXXX being a victim and this account she stated was open in XXXX this is a fraudulent account and I would like for this to be removed ASAP as it is against my rights for XXXX for a XXXX card that is jot mine the lady was just mad because I told her Im not paying for anything that is not my debt and she said well you told us you knew I said lady when if I told her that why would she contact the officer and wait for me to add it to the report because they are lying trying to get money out of me for an account that is not mine

Company response to consumer: Closed with explanation
Consumer complaint received 2019-12-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: MO

Complaint narrative:
This company for XXXX put a credit card on my credit I advised them this was fraudulent I also filed a police report being a victim of identity theft the lady from investigation said she as going to investigate so she contacted the officer he explained to her that I filed identity theft and if anything was to come up the report would be valid as everything wouldnt show up on my credit if someone stole my identity at one time she goes to tell me to call him and update I finally got a hold of him to update then she says well were going to mark it as valid since you said you knew about the account for a year I never told this lady I knew about this account for a year I told her I had no knowledge until it showed on my report and she called me about it and I told her to play a recording of me saying I knew about it and she refused she just wanted to close her investigation and place it on me is against law for me to have to pay for a credit card that I did not open and is fraudulent and I have filed a police report last year in XXXX being a victim and this account she stated was open in XXXX this is a fraudulent account and I would like for this to be removed ASAP as it is against my rights for XXXX for a XXXX card that is jot mine the lady was just mad because I told her Im not paying for anything that is not my debt and she said well you told us you knew I said lady when if I told her that why would she contact the officer and wait for me to add it to the report because they are lying trying to get money out of me for an account that is not mine

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 2019-12-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: PA

Complaint narrative:
I had a XXXX  XXXX  auto loan that was included in my chapter XXXX   bankruptcy. I reported that the status was incorrect because after i rescinded my reaffirmation agreement on XX/XX/2019 the car was reentered into bankruptcy without penalty to me. I had a hearing on XX/XX/2019 and the decision letter from Judge XXXX  of the XXXX  District of PA officially declared that the auto loan agreement was rescinded. As well, the court docket of #XXXX could be viewed via pacer.gov. I have filed numerous complaints/dispute with all parties. Thanks to your assistance on a previous complaint, I was sent letters stating that this situation was resolved. However, when I log-in to Experian's: Total Credit Check membership site, the credit report and scores section states my 1)bankruptcy is still reported, 2) XXXX  XXXX  XXXX  XXXX  account is delinquent or past due; charged off; and current for the last month. All of this information is false and invalid due to my bankruptcy discharge as of XX/XX/2019.As well, I have a XXXX XXXX XXXX  old auto loan is reporting under their Credit Report and Scores section as charged off and negative. As well, I was told the public reporting of the Chapter XXXX   bankruptcy was removed or deleted. But that is not the case on the website.It is my opinion that Experian is refusing to change the information. I was thinking that XXXX XXXX  and XXXX XXXX XXXX was also complicit. However, your representative disclosed to me that prior complaints yielded a letter from XXXX  XXXX  stating they have cooperated completely.

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 2019-12-16 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit repair services
Issue: Fraud or scam — 
Company: FREEDOM FINANCIAL NETWORK
State: NC

Complaint narrative:
Due to several unforeseen circumstances I signed up with Freedom Debt Relief to consolidate my debt in XX/XX/XXXX.Unfortunately, what I was promised by Freedom Debt Relief was not fulfilled. I sent out written notifications & called my creditors promptly as required/requested by Freedom Debt Relief. I deposited funds into my account with FDR per our contract.I am still feeling the effects of my bad decision.FDR did not contact any of my creditors as promised regarding my consolidation program & my credit score dropped 100 points!I cancelled services with Freedom Debt Relief requested for my funds to be released immediately, since they did not fulfill their promise. Finally, after a week of back & forth, the funds were released. If you need assistance with Debt Relief this company is not the one for you.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-12-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
I just opened an account with Citi in XX/XX/2019. In XX/XX/2019, just 3 months later, I logged onto my account to transfer a balance from another credit card to the Citi account. I was surprised to learn there was a payment overdue and late charges were added. I called Citi customer support and asked about the two charges and late fees. The two charges were linked to a "XXXX" account and I haven't had a XXXX account in years so I was suspicious of this activity and mentioned it to the representative. The representative seemed to understand my situation and tried to waive the late fees and issue a new credit card but was unsuccessful so he gave me a number to call and transferred me to the other department. This representative was also unsuccessful in trying to waive the late fees and transferred me to yet another dept. All I got from this call was a computer-generated message saying "fees cannot be waived" and the call disconnects. I filed a complaint with CFPB XXXX and the response XXXX XXXX was confusing. as a disclaimer was on the second page of the letter, leading me to believe that the letter was never signed by a representative of Citi. When I reviewed the letter again I noticed the representative's signature on page 3 and I also noticed her response was in regard to a "discrimination" complaint. Clearly Ms. XXXX never read my complaint as it was about possible fraudulent charges and subsequent late fees, but since Ms. XXXX mentions "discrimination" I would also like to file a "discrimination" complaint. Ms. XXXX goes on to say, "During our investigation into your concern about discrimination, we found our action on your account was consistent with other customers in similar situations". Unless Ms. XXXX can prove that Citi has a verifiable history of Senior Citizens that had potential fraudulent activity on their account and were never notified about monthly payments within the first 3 months of service, then I allege Citi discriminated against me because of my age. I was never notified of monthly payments, I do not have a XXXX XXXX account and the activity appears to be fraudulent. Despite being informed of my situation Citi has done nothing but charge late fees and I believe I am being discriminated against because of my age.

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 monetary relief
Consumer complaint received 2019-12-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
I started a $XXXX dispute with American Express back in XX/XX/, reference number(oanXXXX). The dispute was about a painting job done at my house from XXXX XXXX. The reason I tried to dispute part of the payment was that XXXX XXXX didn’t do a good job, and they ignored my texts, calls, and emails when I requested them to come and fix their mistakes. I tried to dispute with AMEX, but the dispute was rejected 3 times for different reasons!!! I’ve provided AMEX all the documents they needed, but they kept rejecting my dispute without trying to understand that I have received bad service.On XX/XX/, when the dispute was still under investigation, I called AMEX because I realized that the disputed $XXXX was not taking off from my statement balance. I was told by AMEX rep that the dispute was still under investigation, but I only need to pay the remaining amount by taking the $XXXX   off. I was unsure about it, but the rep said that it would be fine and gave me a reference number(XXXX) about this conversation. I did what they told me, scheduled the remaining statement amount to be paid by the due date. However, onXX/XX/XXXX, the next day after I called, AMEX rejected the dispute. This caused me had to pay the interests on the $XXXX I was trying to dispute with AMEX.I am filing a complaint about American Express because this company has been falsely claiming on its website that they ‘promise to understand, respect and back our customers’. Based on my experience with this company, it is actually trying to trick its customers by rejecting their dispute, and then charge interest on the disputed amount. As a loyal customer with AMEX since XX/XX/XXXX, I have been very disappointed with this company, especially when they are making promises they can not keep and trick the customer.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2019-12-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I deposited a check from a company that I’ve worked before for the same amount in my Bank of America account. I did not have the option to not deposit due to a possible and it was received and placed on hold for seven business and that was all the money I had to my name.

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