vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2021-04-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: GUARANTEED RATE INC.
State: WA

Complaint narrative:
This is for a mortgage payment for Guaranteed Rate. 

On XX/XX/XXXX ( Sunday ) I made the payment {$1200.00} for XXXX payment via the online payment portal Guaranteed Rate sent to my email. The loan went through and system sent me an email immediately with the title of " Your one-time Payment to Rate has been initiated ''. 

On XX/XX/XXXX ( Monday ) I received an email with the title of " Your Payment Completion Email from Rate '' with a transaction confirmation number, the account number and the correct amount. 

On XX/XX/XXXX ( Tuesday ) my bank statement shows the transaction has been cleared. 

On XX/XX/XXXX ( Tuesday ) I received a call from Guaranteed Rate customer service ( XXXX ) that they didn't receive the payment. I immediately sent two emails to customer service email XXXX : ( 1 ) payment completion email from XX/XX/XXXX and ( 2 ) proof that the transaction has been cleared from my bank on XX/XX/XXXX. 

On XX/XX/XXXX ( Friday ) I contacted Guaranteed Rate customer service ( XXXX XXXX to check. The customer service employee said she can't find my email. After I insisted her checking for THREE times, she " magically '' found the first email ( payment completion email ), but can NOT find the proof of transaction. I sent the proof again immediately to the customer service email and was advised to call next Tuesday ( XX/XX/XXXX ) since the system has 48 hours business hour delay - this is insane. 

On XX/XX/XXXX ( Monday ) I received a call from Guaranteed Rate Collection Department ( XXXX ) with a message to call back. Then I called back the number and the employee said they need to collect the XXXX payment since they haven't received it. I repeated the whole story with dates and amounts, and asked how to solve this issue because I have done everything right and it is their responsibility to solve the issue, not calling me again and again. The employee answered they have reported this to internal research department, haven't received any update AND there is NO timeline when the research department provides an update. The employee said there is no way they can contact the research department - this is such a broken and customer UNFRIENDLY system. 

By this time, 4 weeks after I made XXXX payment, did nothing wrong and provided all the confirmation to Guaranteed Rate, they still can not locate my transaction and the issue is not resolved. AND my credit score is at risk due to Guaranteed Rate 's mistake. I have already spent more than 5 hours on with this issue. I do have a tight schedule and this is a total waste of my time.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: WA

Complaint narrative:
Nationstar, Mr. Cooper Mortgage withdrew my bank account below the limits with 6 unauthorized mortgage payments consecutively.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SYNCHRONY FINANCIAL
State: NC

Complaint narrative:
I opened a credit card at XXXX! for a Gift of DRUMS for my high school students. I guess when I opened the card! they decided to also give me card Security? NO DISCLOSURE of fees as they are different every month?? I do not remember anything like this in the application of the card. ( Woodwind and Brasswind/ SYNCB ). Account opened on XX/XX/XXXX. Now I never got my CARD RIGHT AWAY. I got in XXXX only rec 'd e-statement which I did not choose either! Now that I can see my statements I saw all the monthly charges on it XXXX {$25.00}, XX/XX/XXXX {$24.00}, XX/XX/XXXX {$24.00}, XX/XX/XXXX {$24.00} XX/XX/XXXX {$23.00} Like I said NO REAL DISCLOSURE!! Call my customer service with Synchrony Bank about the charges and FRAUD they stated that its a different company that does the charges and that it was part of the application process and that synchrony bank has nothing to do with it. Well I was lied too two times by this company! After being told to call the XXXX # on the statement being told oh you picked the security on the application and I stated where is the disclosure of this and I wanted a copy of it. they decided to REFUND me today {$120.00} to show up on my NEXT Statement Conformation # XXXX By XXXX XXXX XX/XX/XXXX. I then asked her for the full Name of the company that she works for which blew me away!! Its Synchrony Bank .Now I was Just lied to By the customer Services Department and their Fraud Department Both told me that Synchrony Bank has nothing to do with it??? This is Fraud at its highest level to consumers of Synchrony Bank and it needs to STOP as you can see they can charge people any amount they want!!! NO DISCLOSURE OF FEES or that you will be charged! I wait for my refund but I feel for the Rest of consumers that were or are being ripped off as well. Maybe a class action law suite is needed to protect Consumers from this company! with its lack of disclosure on the applications. 
Thank you XXXX 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 monetary relief
Consumer complaint received 2021-04-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit repair services
Issue: Fraud or scam — 
Company: GLOBAL CLIENT SOLUTIONS, LLC
State: KY

Complaint narrative:
I went through the help of a debt consolidation company, XXXX XXXX to help with the overwhelming debt I incurred over the years. The payments went smooth and everything was paid on time. My XXXX mega group account was from original balance of {$2700.00} to the settlement amount of {$1000.00}, and was paid off and resolved in XXXX of XXXX. That account was taken out in XXXX of XXXX. Starting in XXXX I started getting letters in the mail that the account was charged off and sent to a collections agency. I've disputed the information and requested a payoff letter from XXXX to which they have never provided. I disputed it with XXXX XXXX and XXXX where the collection letters came from. They said that my information wasn't enough to prove that it was paid off when I have the literal receipts of payment. XXXX has been no help in resolving the issue. I have called dozens of times and each time they say they will request a payoff letter from XXXX. No one has ever updated me on the issue. No one has helped me get this resolved. I paid to have this company help and it was made worse by their lack of follow through with the creditors that they deal with.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: MORTGAGE SOLUTIONS OF COLORADO
State: CO

Complaint narrative:
I was applying for a refinance on my primary residence with Mortgage Solutions Financial. The representative told me the loan was approved, that they had found financing with XXXX XXXX and that he had some difficulty getting it approved. He requested supporting documents and ordered an appraisal which I paid for. Five days later he emails me asking to show more liquid assets and explain why there was a lien on my home ( which there wasn't ). Even after explaining no lien and sending proof from XXXX XXXX county he said he was closing the loan and canceling the appraisal. 
He offered no explanation why he was looking for more assets. The entire email conversation was less than an hour while I was working from from him asking for more assets to giving up. He ignored my questions about the supposed lien. When I contacted him by phone he essentially said that there was nothing he could do and offered no explanation as to why he was canceling the loan. He did not give any details about what underwriting had found and never offered to have me talk to the underwriter. He gave me nothing except an offer to talk to his manager.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2021-04-26 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: TRANSWORLD SYSTEMS INC
State: CA

Complaint narrative:
CFPB has a lawsuit against XXXX XXXX XXXX XXXX XXXX. I believe I am a victim of fraud from this company. The supposed student loan is being serviced by XXXX XXXX XXXX. To date I have paid $ XXXX on this loan where the original amount was {$13000.00}. I contest the loan and finally stopped making payments. 

I have asked numerous times who is the owner of this supposed debt and get the runaround from the company. They claimed it came from XXXX XXXX and when I called XXXX XXXX they claimed there was no account under my name. I believe this is a fraudulent loan. I reported that to the company and they did nothing. I stopped making payments and now they are reporting negative things to the credit bureau. I asked them to settle this debt for {$1000.00} and they have ignored my requests. I have sent them demand letters and they have ignored those requests. I am almost certain I am one of the countless victims of fraud that stemmed from CFPB putting a lawsuit against XXXX XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Incorrect information on your report — Account status incorrect
Company: Bread Financial Holdings, Inc.
State: GA

Complaint narrative:
In XXXX of XXXX, I made a payment by phone to XXXX XXXX/Comenity Bank to take care of an outstanding balance. My online account could not be accessed for reasons unknown to me. Since I could not see my account, I paid the amount the agent told me was due to make sure my account is paid in full. It appears that amount was incorrect that I was told. 

FYI, Comenity has discontinued the XXXX Credit card so it is reported as a closed account for this reason. But the impact to my credit is very much current. 

This has a resulting in a late payment, the only one across 43 accounts in over 11 years. 

I wrote to XXXX/Comenity and shared this mistake with them via their messaging center within their payment platform. I asked for the late payment to be removed. In XX/XX/XXXX, A XXXX XXXX responded assuring me the payment would be removed as I requested. Instead, the late has remained and that conversation no longer displays in the XXXX/Comenity secure messaging center. I have contacted the company regularly, as recent as XX/XX/XXXX. Instead, I receive no response to my request, however the company adds further negative comments to my credit report, which have decreased my credit score. I have disputed this with the credit bureaus but Comenity responds that it is accurate, although XXXX XXXX responded that it would be changed due to their mistake, and the negative impact to my credit continues. 
I would like the 1 late payment they made due to an error on their part of failing to notate my account properly removed.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2021-04-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Loan balance remaining after the vehicle is repossessed and sold
Company: Santander Consumer USA Holdings Inc.
State: SC

Complaint narrative:
there is a high balance showing inaccurate on my credit report for a loan with SANTANDER CONSUMER USA. this company never validated that i have a loan. this account is fraudulent and they never sent me a contract with my signature attached to the the loan they say i have with them. this is messing up my credit and i need to have this removed from all 3 credit reports. its also showing inaccurate / different balances on my credit report. i have called several times to have this corrected and no action has been applied. 

see attachment below date : XXXX last 4 of my ssn : XXXX DOB : XX/XX/XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
I applied for a 30 year military choice loan for Navy Federal Credit Union on XXXX. 

I was approved for a {$400000.00} loan at 3.7 % interest with 0 % pmi and 0 % down payment and 0 origination fees. I was in contact with the mortgage officer, XXXX XXXX, to discuss certain topics, this took place on XXXX and XXXX. I received the preapproval letter and started searching for homes. 

From XXXX to XXXX I was not in contact with XXXX XXXX. He did send me some emails asking how the search was going but I did not respond as there was nothing to update him with. 

I contacted him on XXXX to inform him that I put an offer on a house. XXXX informed me that since I was not in contact with him that my mortgage was withdrawn. There was no notice, no warning nor did he tell me that it was required to stay in contact with him to maintain the loan application. 

XXXX directed me to reapply for a new loan. I did and now it is at a 4.5 % interest rate, which is .8 % higher than the previous loan I had. As of now there is no recourse to reopen my previous application. 

My complaint is that NFCU did not inform me that constant communication was required, did not give me an expiration date for the mortgage, nor did they inform me that they withdrew the account. I believe it was done with bad intent as interest rates are rising and they wanted to have me reapply.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Block, Inc.
State: NY

Complaint narrative:
Hello I have XXXX dollars investment in my cash app account and I cant get it back because I can't verify my identity. 

I need to verify my identity with state ID and SSN but I can't because I'm not American and I don't have SSN or state ID. 
I already try to speak with cash app support and then told me this is the only way to verify your identity right now what I need to do???

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: TN

Complaint narrative:
On XX/XX/2021 I received a foreclosure sale date, but never received a default or breach letter previously. I contacted the loan servicer and requested the sale be postponed do to failure to notify me and allow me time to resolve it. They will not stop the sale date and as well will not review and process my hardship application sent to them on XX/XX/2021 which they acknowledge receiving. Additionally, the loan was modified previously through the HEMP program.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 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: AZ

Complaint narrative:
I disagree with the results of your investigation on the following items that still appear on my credit report. These inaccurate items are doing damage to my credit rating, and I demand that these items be reinvestigated. 

Per the Fair Credit Reporting Act, Section 611 ( a ) ( 6 ), I request that you provide a description of the procedure used to determine the accuracy and completeness of the information, including the business name and address of any furnisher of information contacted in connection with such information and the telephone number of such furnisher. By law, this information must be provided to me within 5 business days after the completion of the reinvestigation. 
Please reinvestigate the following items, and promptly remove inaccurate, incomplete or unverifiable accounts

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 non-monetary relief
Consumer complaint received 2021-04-26 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
XXXX XXXX XXXX claim I opened a credit card account in XXXX. I do not recall open an account. Six months later XXXX XXXX XXXX sold the alleged account to XXXX XXXX XXXX. XXXX XXXX XXXX. has never made any contact or taken any action against me to date. XXXX XXXX Bank was sent a dispute letter in XXXX and never responded, so the account was removed from all three credit reports. XXXX XXXX XXXX. was sent a dispute letter in XXXX to which they never responded too. They continue to report to the credit reporting agencies. I am disputing the validity of this account and the actions of XXXX XXXX XXXX and XXXX XXXX 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 2021-04-26 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Getting the loan — 
Company: Benworth Capital Partners LLC
State: PA

Complaint narrative:
On XXXX XXXX I applied for the PPP loan for the 1st time ever via XXXX. On XXXX XXXX I received a notification the I could not apply for the 1st draft loan because I had already received it. I thought this may be an error and I waited a few days to see if it would clear up on its own. After a few days the processing portal still showed that I received the loan for the 1st draft even thought I had never received it. I immediately called the SBA who is the government agency that provides the funding for the PPP loan. I explained to them exactly what was going on and I also provided them with the loan number that shows it was funded to me. After giving the loan number I was told that SBA could not provide any further information other than the loan was funded. I was told to contact the Attorney General Office and to speak to someone at XXXX. I have called XXXX and emailed and still have not received any type of communication back. Today I logged into my XXXX account and it now says the under of the 1st PPP loan was a company called Benworth. I called Benworth and after waiting over 2 hours to speak with a representative I was told to email my concerns and then the representative hung up on me. He did not take the loan number or any of my information. I have tried to contact Benworth numerous times and have had no luck in this matter.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: Spring Equity LLC
State: MD

Complaint narrative:
We obtained a home equity line of credit in XX/XX/XXXX with Spring EQ mortgage in XXXX, PA. In XXXX, we received a letter dated on XX/XX/XXXX, that the home equity line servicing was being transferred to a company called XXXX XXXX XXXX. As noted, the letter arrived XXXX due to the problems with the U.S. Postal Service. We did not receive an account statement for XXXX. 

We reached out to the number of new loan servicer. In the process, we discovered the name of the servicer was noted incorrectly in the letter. The correct name is XXXX XXXX XXXX. The company also said we were past due on our XXXX payment. However, we paid our XXXX payment on the 2nd via automatic clearing house, with Spring EQ, which has been the method of payment since the inception of the home equity line. Spring EQ also neglected to transfer our property insurance information. At no time from the receipt of the letter until we called the new servicer have received any communication from XXXX XXXX XXXX. They said on the phone an introductory letter went out on XX/XX/XXXX, which is odd given that our new payment would be due XX/XX/XXXX with a grace period that was yet to be determined. Moreover, we hand no other payments options provided but a XXXX  XXXX from Spring EQ. Why if we were delinquent did we not get information sooner. XXXX XXXX XXXX said they received the file on XX/XX/XXXX. None of this makes any sense. It also does not conform with standard practices of transfer of loan servicing. Is Spring EQ having financial issues? They are not taking calls.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MD

Complaint narrative:
Our mortgage is with Mr. Cooper/ AKA Nationstar. We paid our mortgage on the XXXX like we do every month. This morning we woke up to 5 unauthorized debits to our bank account. The amounts were immediately credited back and this apparently happened to hundreds of their customers. 
This is extremely concerning that this company initiated debits into customers ' accounts without notifying us that it happened in advance. 
This is illegal and this mortgage servicer shouldn't exist.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-26 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: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC

Complaint narrative:
I have sent this document to Transunion and they are saying they have not received my document I would like the bankruptcy XXXX to be remove from my credit 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