vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-03-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
I was told by the mortgage company Freedom Mortgage that they can do my loan. Made everything clear from the beginning and have email documentation proving it. They then proceeded to tell me they ca n't do the loan for the same reason they told me they could. I did not hide anything from them.

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 2017-02-24 00:00:00
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH

Complaint narrative:
I looked at my bank account on my app and it said a {$12.00} transaction happened yesterday at XXXX but I 'm the only one with the card and I have n't made any purchases. What do I do?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-02 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: Financial Business and Consumer Solutions.
State: GA

Complaint narrative:
An account was opened with XXXX using my personal information. I have followed all of their requests, forwarded the police report for ID theft to their investigations team, and then a year later collection efforts began again, I contacted XXXX, who advised they provided me the wrong district for the investigation last year, and I needed to submit again to the XXXX district. I have sent the info again, and the phone number is only a message that promises a call in 72 hours, but no one ever calls. Their collection agency advises they continue to report to my credit bureaus until XXXX contacts them. this is impacting my ability to finance a car. the phone number to comcast is XXXX, fax is XXXX collection agency is XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-04 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Avant Credit Corporation
State: OH

Complaint narrative:
Over the course of the summer, I applied for an installment loan with Avant at a 12 % interest rate. I selected a loan amount of {$11000.00} in which I thought it would be a 12 % interest rate for 36 months. On the website, the interest rate was and is hidden. Also, it is hard to tell how much you owe as well. Upon performing further research, I have learned that I am paying a 4 year loan at 34 %. I called Avant and complained about my rate and was advised I can apply again within 6 months. I waited 6 months and they said that you will actually have to wait 12 months to refinance. I have paid XXXX payments with a total amount of {$3400.00} with only paying down {$830.00} of the principal. I have a XXXX credit score and had recently applied for a pre-approval for a home mortgage, but I was denied the amount requested due to this high paying loan as it was a concern for my lender. I have performed research and have found out that this is predatory lending and I would like present my case and my loan application to be reviewed. I never applied for a 34 % Loan as this type of loan will keep individuals in eternal debt.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-22 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Deposits and withdrawals — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH

Complaint narrative:
I refinanced my Fifth Third Home Equity Line of Credit that I had with XXXX XXXX XXXX. The check given to Fifth Third by XXXX was {$520.00} more than what was owed. My husband went into the Fifth Third branch on XXXX, Ohio on XXXX XXXX to request the funds. He was told that it would take 10 business days. 
Well, 10 business days later and now I 'm being told by XXXX XXXX in Fifth Third Customer Service that it will be 5 MORE business days. 
I would like my money + interest. It 's funny that Fifth Third can process money out of my account in 2 seconds, but it takes them 15 business days to return my money?? 
I have closed my mortgage and savings accounts. I would like to close all of my Fifth Third accounts if they would give me my money back! I have never dealt with such poor customer service in all my life!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-15 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Collection Services, Inc.
State: OH

Complaint narrative:
Collection Services Inc. has been reporting debts to the credit reporting agencies that I have no knowledge of. And when XXXX of the XXXX finally fell off my report due to the age of it, they re-aged the debt and it showed up on my report again. This re-insertion caused my credit score to drop over XXXX points They supposedly verified the debts with the credit reporting agencies, but did not supply me with any proof that the debts are mine.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company
State: NJ

Complaint narrative:
I have prepaid my flood insurance for 3 years and my home insurance for the year. Every month I pay for both flood and home owners insurance despite submitting proof that they have been paid in full. I have contacted there escrow department over a dozen times. They fail to respond unless severe persistent measures are taken. I have called, sent emails, even certified letters. My insurance company has contacted them. They have confirmed they have gotten the documents and yet, every month I am still overbilled. They overpaid my property taxes by XXXX, which when asked by the XXXX clerk she has no idea why they did it. I feel its unreasonable that I, nor anyone else should be forced to used a lending carrier that cant even bill every month correctly. If they can not handle paying the appropriate people ie my insurance company, the tax borough and whomever else I should not be forced to have incompetence controlling my finances.

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 2016-06-25 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Settlement process and costs — 
Company: Franklin Credit Management Corporation
State: NC

Complaint narrative:
In XXXX 2015, I signed papers for a Deed-In-Lieu to convey title of my property located at XXXX XXXX XXXX, XXXX, NC XXXX, to XXXX. The Junior Lien Holder is Franklin Credit Management XXXX. A check was sent to Franklin Credit as settlemnt of the Junior Lien. The check was cashed but the Lien has never been released by Franklin Credit, so that a clear title can be done. Franklin Credit continues to refuse to release the Junior Lien and so the saga continues.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company
State: NJ

Complaint narrative:
I 'm writing to report illegal interest charges on my mortgage account with Freedom Mortgage. I refinanced with Freedom Mortgage, and my closing date was XXXX/XXXX/2016. On XXXX/XXXX/2016, I sent in payments totaling {$6300.00} to cover my statements due for XXXX 2016, XXXX 2016, and XXXX 2016. In addition to sending in these advanced payments, I e-mailed the company to ensure they knew that my payments were meant to be put towards future months, and that as a result, I should not be charged interest for the months of XXXX and XXXX because I 've paid for those months in advance. However, for the past three weeks, I 've been calling Freedom Mortgage because they 've applied my payments incorrectly and have charged me an additional {$1700.00} in interest for the months of XXXX and XXXX, which have not even arrived yet. At the time of my payment on XXXX/XXXX/2016, I had n't even reached the XXXX/XXXX/2016 due date for the XXXX payment. When I called in to speak to several supervisors ( XXXX, XXXX, XXXX, XXXX, and XXXX ), they each have told me that even though I 've paid for XXXX and XXXX well in advance of those months accruing, they are charging me interest regardless. There have been exactly XXXX days between my XXXX payment and my XXXX and XXXX payments, which means that I have accrued exactly {$0.00} in interest for those months based on the terms of my loan, however, it is nearly a month since I 've been going back and forth with this company to have this corrected. XXXX even told me that I was not allowed to send in more than 3 months of payments in advance towards my account. I would like to file a formal complaint with the State of New Jersey and all appropriate government agencies related to this problem. Please contact me as soon as possible to help me resolve this problem.

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 2017-03-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Freedom Mortgage Company
State: MD

Complaint narrative:
I was in the process of a loss mitigation claim with Freedom Mortgage and I received a letter dated XX/XX/2017 stating my claim was facially complete and I would hear from them within 30 days. Then, I received a letter from XXXX dated XX/XX/2017 stating that my loan had been sold on XX/XX/2017. I never received anything from Freedom Mortgage about this, I received only a letter from them dated XX/XX/2017, AFTER the supposed sale of my mortgage, stating that my claim was being processed.

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 2015-10-26 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL

Complaint narrative:
On XXXX XXXX, 2015, I made a {$100.00} cash deposit into my checking via ATM location # XXXX located at XXXX XXXX XXXX XXXX, XXXX, IL. This ATM belongs to Fifth Third Bank. A deposit slip printed from the ATM showing my correct ATM card number, the date, and the deposit amount of {$100.00}. The following business day, I checked my online access account with Fifth Third Bank. The deposit had not posted. I called the XXXX branch office at XXXX and explained the situation to the teller who answered. I was advised that I would need to call XXXX and file a dispute. I called and filed. Case number XXXX was opened for me via the Disputes Resolution Dept. and I was issued a provisional credit for {$100.00} in my checking account on XXXX/XXXX/2015. I was provided with a letter regarding this transaction. 
On XXXX/XXXX/2015 I logged into my Fifth Third online access account and found the {$100.00} had been debited from my account with the description " reversal of dispute provisional credit ''. I also received in the mail a letter dated XXXX/XXXX/15 that Fifth Third Bank had denied my dispute because they had determined the ATM to be in balance. I called the Disputes Resolution department immediately and was advised to bring my ATM receipt into the branch where the deposit was made. I went to the branch on XXXX/XXXX/15 and sat down with personal banker, XXXX XXXX, and we together made a call to the Dispute Resolutions dept. where we were instructed to fax a copy of my ATM deposit receipt to XXXX. The fax was made and I was sent home with no timeframe of completion. I followed up with the disputes resolution dept. on XXXX/XXXX/15 to verify the fax was received and to determine a timeframe in resolving my dispute. I was advised the fax was ( 1 ) received, but ( 2 ) my claim was still denied because the ATM was found to be in balance. I followed up with an email to XXXX XXXX on XXXX/XXXX/15 letting him know the findings. I have not been offered any help in resolving this matter. 
I find it to be absolutely unacceptable from a customer service standpoint that a deposit can be made into an ATM, a proof of deposit receipt is provided, and yet the {$100.00} is missing. The XXXX branch has provided absolutely no service at this point. The denying of my dispute by the Dispute Resolution dept after providing solid proof is also unacceptable.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-24 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company
State: MO

Complaint narrative:
I called my mortgage company, Freedom Mortgage, to find out what the pay off was on my home because we are selling it and purchasing a new home. They told me that is would cost me {$30.00} and it would be 72 hours before I would receive that information. They stated the fee would be added on to the final balance of the pay off on the loan. I feel that this fee is unacceptable and they are keeping my information hostage for a fee. There is not an early pay off penalty. This is my information and I do not feel they should be able to withhold it for a fee of any kind.

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 2015-07-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Settlement process and costs — 
Company: Freedom Mortgage Company
State: CT

Complaint narrative:
We refinanced our mortgage with our lender, Freedom Mortgage, on XXXX/XXXX/15. For the convenience of the settlement agent, the closing was held at the XXXX in XXXX, CT. We were given only a copy of the HUD-1 ; we have no other documents, including the mortgage or note. XX/XX/XXXX, I contacted VP XXXX XXXX, who expressed surprise that copies of all documents were not given to us at closing ; he promised that we would receive the documents. To date, we have not received any documents.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: HEARTLAND PAYMENT SYSTEMS INC
State: GA

Complaint narrative:
Good afternoon, I have yet to receive a formal statement from Heartland ECSI since XX/XX/XXXX, which was the time in which they took over management of my loan from Campus Partners. I have made payments only because I have personally logged into the account to see the status. It is the obligation of the loan service provider to provide me monthly or quarterly statements and notify me within 30 days of my due date of payment. None of this has happened. I have received XXXX document stating that my loan was been transferred to Heartland XX/XX/2016 and one email dating XX/XX/XXXX that my statement was ready. No correspondence other than this, not one time. I have requested electronic and paper billing none of which I have received.I made this request XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX none of my requests for statements were met. 

In addition to the lack in response Heartland ECSI processed a payment XX/XX/2016 that was submitted to XX/XX/XXXX. Campus Partners now Heartland ECSI stated to the credit bureaus that no payment was received but clearly written on the check along with my USPS receipt for the payment with the date. That is clearly fraud and needs to be corrected immediately along with any interested that was occurred due to that misapplied payment. 

I am hopeful that the CFPB will support me in this effort to correct the wrong doings of these XXXX companies so that no other borrower will be taken advantage of.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-28 00:00:00
Product: Consumer Loan — Installment loan
Issue: Problems when you are unable to pay — 
Company: Pending Company Match
State: AZ

Complaint narrative:
This loan went into default status off 5 years ago after I fell behind in payments. I attempted to reach out through their XXXXXXXXXXXX email and never got anything back. Eventually the loan was charged off but remained on my credit. In an attempt to repair my credit, I submitted several dispute claims to validate the loan and received nothing in return. Currently, my wife and I are trying to close on a new home loan, but conventional loans prohibit any disputes listed on your file. I tried to go through XXXX to have the verbiage removed to satisfy the requirement, but was told by them that we have to get Prospers approval. We called Prosper and was told that they will not approve the removal of the dispute verbiage. Digging deeper, we were told by Prosper that the charged off loan is no longer in their possession, but in the hands of a third party. It is this 3rd party that is handling my disputes and reporting to the credit agencies. I have attempted on several occasions to work with Prosper to have the dispute removed, but am meet with unanswered emails and CSRs with limited information to give. When asking to discuss with a manager, no manager is available.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
We received a chapter XXXX bankruptcy charge off in XXXX. Bank of America ( BOA ) stopped reporting our payments to the credit bureaus in XXXX. In XXXX, BOA stated that the changed the way mortgages are reported to credit bureaus. This is based on a ruling that did not exist in XXXX.

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 2015-04-25 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: COMMERCE BANK
State: ND

Complaint narrative:
I had set up autopay for my credit card online with Commerce Bank. On XXXX XXXX, Commerce showed that my payment had gone through in their system. On the XXXX of XXXX, I learned that the payment had been reversed. I contacted Commerce to what the situation was. I went through my routing information with them to learn that my auto pay was XXXX digit off. The support staff was helpful and they changed my autopay routing number over the phone and then deducted the original payment as desired. 

My next auto pay was set to occur on XXXX XXXX. I logged onto my online account on XXXX XXXX to make sure everything was all set only to find out that my auto pay had been cancelled. I re-setup the auto pay but it said my XXXX payment was to go in effect on XXXX XXXX. There were no other options to immediately pay online so I contacted Commerce support again. I stated to him exactly what had happened and that I needed to confirm that my payment would be occurring on the XXXX of XXXX. He assured me that it would come out the next day and I again explained that the online system showed it would n't come out until XXXX XXXX. He again assured me that the payment would come out on XXXX XXXX. I asked for some sort of confirmation number and he stated that he was unable to provide anything but again assured me that my payment would come out. 

Not believing a lick that he was telling me, I emailed customer care telling them : '' -- - Original Message -- -Sent : XXXX/XXXX/2015 XXXXTo : CBISubject : Account InformationI just wanted to leave a message for you regarding my autopay. This will serve as notice if my bank account is not debited tomorrow ( XXXX/XXXX/15 ) that I have indeed attempted to pay on time. On XXXX/XXXX/15, I logged in to confirm what date my autopay would go through. At the time, it appeared that my autopay had been cancelled so I reset it up, however, it showed that my next payment would be XXXX/XXXX/15. There was no other means to allow me to pay online so I contacted customer support over the phone today, XXXX/XXXX/15, to confirm when my payment would be made. The support specialist today me that my payment should come out tomorrow even though online it shows that my next payment is coming out on XXXX/XXXX/15. I asked the customer support person to make a note that I confirm my payment would be coming out tomorrow. If for some reason, it does not and Commerce charges me an overdraft fee, I will notify the CFPB and this email will be included in that complaint. I hate to be pessimistic but I am concerned as the payment online shows XXXX/XXXX/15. " Sure enough Commerce did n't deduct my payment on the XXXX and charged me a late fee. Additionally, I was being charged interest on a balance that should have been lower. Thus, I was fraudulently charged interest in addition to the late fee. This is horrible business practices full of deceit.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-12-17 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I have optional overdraft protection on my checking account with Navy Federal Credit Union, but I have been advised by XXXX different representatives over the years that they do not charge the fee if the negative balance is less than {$5.00}. I have part of my paycheck direct deposited every two weeks ( {$210.00} on XXXX XXXX ). In addition to that, I deposited {$80.00} on the XXXX and XXXX. I used the account on the XXXX and deposited cash into the ATM at XXXX XXXX to cover those charges. Cash is 100 % guaranteed funds. I wake up this morning to a {$40.00} overdraft fee and my account in the negative for {$42.00}. As of XXXX XXXX, my account was in the negative roughly {$.00} cents. XXXX charges on the XXXX, XXXX of the were completed by midnight and my deposit is still pending. I called a spoke to a " supervisor ' by the name of XXXX who treated me like I was incompetent, stupid and confused. I am XXXX years old and I have been in the banking/finance industry for almost 11 years. I asked for the {$40.00} fee to be removed, she stated they do n't waive those fees. I feel I have been wronged since I have been advised they do n't charge the fee for balances less than {$5.00}. I am at a negative {$42.00} ( {$40.00} of which is the fee ). Navy Federal is known for their horrible customer service and very unsymapthetic and uncaring management staff. 

I had decided to give this company another shot after having been with them for 12 years previously and now, I do feel like the stupid one. I should have known better.

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