vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2018-04-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Can't get other flexible options for repaying your loan
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
This is my first year of repayment on student loans from XXXX   school. I applied and qualified for the REPAYE program, and have been paying monthly via Auto Pay sinceXX/XX/XXXX.

While preparing to file my XX/XX/XXXXtaxes on XX/XX/XXXX, I searched for my student loan interest tax document on Navient.com. When I was logged on to the Navient site, I found a message dated XX/XX/XXXX : " XX/XX/XXXX Your Navient Account Information It's time to renew your REPAYE Plan! '' I checked my email correspondence, and I had received no emails from Navient that referenced REPAYE renewal/recertification in any way. Since I am enrolled in Auto Pay for two separate Navient payments, I receive between 6-10 emails from Navient every month. All of the other emails I've received contain some reference to their subject : " Auto Pay Payment Reminder, '' " Here 's your monthly statement, '' and even " IMPORTANT TAX RETURN DOCUMENT AVAILABLE, '' but the emails which Navient claims were supposed to alert me to the REPAYE renewal deadline contain absolutely NO reference to the renewal or any urgent action necessary.

In fact, every month I receive multiple messages with the subject " Navient Account Information '' that simply confirm my automatic payments. It seems ridiculous that a message with that same subject would contain a link to the vital and urgent information about recertifying my REPAYE application. It is absurd that these particular emails would contain no relevant information about their purpose, and yet Navient uses all caps to alert me that there is " IMPORTANT TAX RETURN DOCUMENT AVAILABLE. '' I called Navient on XX/XX/XXXX, and was told I had been kicked out of the REPAYE plan for not submitting the recertification documents in time and would have to reapply, and was pushed to accept a forebearance in the meantime since I can not afford to make payments at the " alternative repayment '' rate of {$1800.00} beginning onXX/XX/XXXX. My monthly payment while on REPAYE was {$320.00}.

I am currently attempting to recertify and appeal the actions taken by Navient. Their unethical communication practices have already taken a toll on my finances and on my mental health. Again, this is my first full year of repayment on these loans and the first time I was supposed to recertify for the REPAYE program.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I have my loan through Chase. Chase reevaluated my mortgage payment and they raised it due to escrow. The increase in payment was three hundred plus dollars, on a XXXX mortgage payment. In the meantime, In XX/XX/XXXX I filed for a homestead exemption with my state in XX/XX/XXXX. I called multiple times at the end of XX/XX/XXXX and all through XX/XX/XXXX and was told they would accept an estimation. All the while explaining multiple times to multiple people that the XXXX central appraisal district ( XXXX ) updates everything on the XX/XX/XXXX. But I was told that the estimation would be enough. Now we come to XX/XX/XXXX I spoke with the escrow department and was told nothing will change. Also, that I would have to pay the higher payment till XX/XX/XXXX till they do a escrow analysis again. I emphasized the point of the XX/XX/XXXX update again and was criticized by the agent for requesting the escrow analysis too early. Even after explaining that I was told to request it because I was told they would accept the estimation. She was telling me it was my mistake and not Chases for the misinformation. After much argument they ordered another analysis. In the bulk of the call she threatened to do nothing about the issue. At this point I am waiting for this to be fixed, and dont take a like being blamed for being what I was told to do, and just want to pay what I am supposed to pay. Who knows how many people they are overcharging and keeping in their accounts till the end of the year, either gaining interest or getting more money to loan out.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: M&T BANK CORPORATION
State: TX

Complaint narrative:
I am contacting your office because of an increasingly frustrating issue with XXXX XXXX XXXX concerning my mortgage. I have attached my original document to M & T and all the following correspondence. I believe the issues are clearly represented in my correspondence, and because of the inexplicable delays in responding to my simple requests, I can only begin to suspect that there is possible fraudulent action taking place. Please find all documentation concerning this dispute. I will continue to make the last undisputed payment amount as of XX/XX/2018 until this dispute is settled appropriately, however there are only two-three payments remaining and once paid, the likelihood of my collecting any overpaid or misapplied payments will be nil. I respectfully request you and your office immediate investigation and assistance in resolving this situation.

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 2018-04-18 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: IL

Complaint narrative:
On XX/XX/XXXX I called JCPenney card services spoke to a male rep because I received a letter on XX/XX/XXXX stating that they lowered my credit card balance. I asked them why and they stated they did a soft inquiry on my credit report and because of other factors they lowered my amount on my credit card from XXXX to XXXX  which made my utilization rate at 99 %. I told him you are not helping my score you are hurting my score. I also did not know that they could do a soft inquiry without my permission. I informed the rep that I was unhappy about this and I would like my amount usage to go back to XXXX. He stated to me that they would have to do a hard inquiry to do so. I told him that is not right and told him to close it. The rep told me that he had to first read me some disclosures and if I agree then he would close it. He read the disclosures and I hung up. I never called back and neither did the rep call me back. I get a letter on XX/XX/XXXXstating that they have closed my account. I called on XX/XX/XXXX and ended up speaking to XXXX a manager and he told me that it doesn't matter that I never gave the rep on tuesday the verbal authorization to close the account. By me stating before he read the disclosures to me that I wanted to close the account and I just hung up afterwards and did not give him an answer that says to them that I wanted to close. I then asked XXXX the manager about their policy on disclosures and he agreed that all customers have to give a verbal statement of yes or no. So again I asked how could they close my account and he stated that its what I said before the disclosures were read. I told him that I am not happy and I will not pay another penny until they rectify my account because I don't care what was said before disclosures. If you read disclosures and you don't have my verbal or hand written statement my account should not have been closed.

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 2018-04-18 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 — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: SYNCHRONY FINANCIAL
State: MA

Complaint narrative:
XXXX XXXX has reported to credit rating agencies that I had late payments for a credit card account that I did not know existed. 

In XX/XX/XXXX, I bought 2 pairs of pants for {$74.00} at XXXX XXXX. At the checkout counter, the cashier asked me if I wanted to get an XXXX XXXX card which I thought was a Rewards Card ( not a credit card ). I said OK and then was asked to provide my XXXX XXXX card and I assumed that the purchase was going on my XXXX XXXX card. 

I never received an XXXX XXXX credit card and I never received any bills from XXXX XXXX 

In XX/XX/XXXX, XXXX XXXX  sold the account to another lender. 

In XX/XX/XXXX ( over 9 months later ), I first became aware of the XXXX XXXX credit card account when a copy of the XX/XX/XXXX bill was provided to me by the lender that purchased the account. I immediately settled the account in full with the new lender. I also observed that the copy of the XXXX XXXX bill had an incomplete address which is the likely reason that I never received any bills from XXXX XXXX. 

On XX/XX/XXXX, I began the application process for a mortgage on a condominium purchase and was shocked to learn that my credit report contained a number of negative items such as late payments and charge off status. These items were all from the XXXX XXXX   credit card account that I never knew existed. I have always prided myself in paying all my debts in full before their due dates and was expecting to see this reflected in a strong credit score. Instead, the XXXX XXXX credit information has negatively impacted my score in a significant way.

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 2018-04-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Experian Information Solutions Inc.
State: WA

Complaint narrative:
I received an email from Experian that my address had been changed. I have this credit guard thing with them, got it free when they messed up recently. Well I tried to log into my account and could not, tried to change my password and username and could not. Their site is not working properly. 
Then I tried to call them, was on hold for over 30 minutes without anyone getting on the phone with me. 
I dont know what do do Im calling again now and have been on hold again for over 20 min without anyone responding to my call. 
What, I just let the people who changed my address get away with this. Nice job Experian!

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 2018-04-18 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: JPMORGAN CHASE & CO.
State: OK

Complaint narrative:
On XX/XX/2018 a fraudulent ATM Cash Advance was transacted for {$800.00}. I reported this fraudulent activity to Chase Security. They credited my account for the fee ( {$40.00} ) and the transaction amount of {$800.00}. This part of my experience was satisfying to me. The issue I have with Chase is they did not and will not apply the credit to my cash balance. This leaves me with an inflated cash balance by {$800.00}. It also forces me to pay interest at a 5 % higher rate on that same amount ( {$800.00} ). And one last item it reduces my available Cash by {$800.00}. I spent 45 minutes on the phone with Chase and ended up speaking to a Supervisor by the name of XXXX. They would not budge. They said their system does not allow for this type of adjustment. They said the credit applied is applied to ANY outstanding balance. The " voice of reason '' does not apply when it comes to Chase.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-04-18 00:00:00
Product: Debt collection — Medical debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Commonwealth Financial Systems, Inc.
State: TX

Complaint narrative:
I sent a certified return receipt letter to Commonwealth Financial Systems @ XXXX XXXX XXXX XXXX, PA XXXX on XX/XX/XXXX. It was signed for on XX/XX/XXXX in reference to what they claim is a medical bill I owe. I asked for them to validate this account and in response, a note was added to my credit file stating " meets FCRA requirements which I pulled today XX/XX/XXXX. I didn't receive any correspondence from Commonwealth Financial Systems stating how they validated the debt, I only got an invoice today XX/XX/XXXX with 2 additional accounts saying I owed an additional {$1100.00} and {$570.00}. I do not owe this debt collection agency and these 2 additional accounts were never in my credit file. I have previous copies of my credit file and would like help trying to find out what kind of scam this company is running! I do not want this company destroying my credit by doing this crooked mess because I disputed what they claim is a debt I owe them. I shouldn't be retaliated against for asking for validation of a bill they claim I owe them. The medical bills they say I owe are dated on the letter I received from them today XX/XX/XXXX as XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Please help! 
Also, I noticed that the account that was on my credit report as # XXXX For {$760.00} is not the account number that they sent me today XX/XX/XXXX XX/XX/XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2018-04-18 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
On XX/XX/XXXX, I mailed a USAA Convenience Check in the amount of {$1800.00} to XXXX XXXX XXXX to pay my outstanding balance with XXXX. The terms of the financing by USAA stated that the check needed to post by XX/XX/XXXX. 

I called USAA on or around XX/XX/XXXX to discuss options if the check did not post by XX/XX/XXXX. I was told that a stop payment could not be issued. I asked if my best option, then, was to submit an electronic payment. I also asked if the check, if it were processed after the XX/XX/XXXX cutoff date, would be rejected and left unprocessed. I received affirmative responses to both questions. Given this information, which proved to be false, I filed a second transfer on USAA 's website. 

The electronically-initiated transfer posted on XX/XX/XXXX.

The check transfer posted on XX/XX/XXXX, despite being told by a USAA CSR that the check would not be processed. This resulted in two charges of {$55.00}. I feel that one of those charges is invalid, due to being misled by the USAA CSR.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2018-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Lawyers Title of Cincinnati, Inc.
State: KY

Complaint narrative:
In this case this scenario involves both our Lender, XXXX XXXX   which we filed a complaint about separately and this complaint involves the other party, the closing agent on our mortgage Lawyers Title of Cincinnati Inc. 

The lender failed to make a good faith disclosure of the real estate taxes which would be part of our financial obligations in purchasing the property and repaying the loan. Properly create a new escrow account by failing to estimate disbursement amounts using reasonable judgment based on information reasonably available or known to it. The amount of real estate taxes which we, as purchasers and borrowers, would be obligated to pay upon closing was a readily known amount. The tax could have been easily determined at the time of the initial loan disclosure and certainly by the time of closing/settlement by a simple check of the public record by the settlement agent or the lender. The amount is determined by multiplying the sale price of the home ( which was known by Lender ) by the applicable tax rate, which is public record. Under Kentucky law and based upon information readily available in the public records of XXXX County, Kentucky, the real estate taxes which should have been disclosed to us totaled {$8500.00}, but the settlement agent and the lender reported the taxes as only {$4100.00}. They simply stated the taxes paid by the PRIOR owner, which under Kentucky tax law is not a justifiable, reasonable, or good faith statement of the taxes which we would be paying or in compliance with federal regulations [ Regulation X 1024.17 ( 7 ) and Regulation Z 1026.39 ( g ) ( 3 ) ] The Lender and the settlement agents negligence or failure to comply with federal regulations resulted in a drastic shortage in the escrow account and has caused us a great deal of financial hardship. Had we been informed by the initial disclosure of what the taxes would be and therefore the escrow amount, we could have shopped around more and perhaps found a lender with a lower rate or lower closing costs. 

The closing agent ( Lawyers Title of Cincinnati Inc. ) failed to accurately disclose the taxes that you would be paying and which would be used to calculate your escrow account

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2018-04-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: EQUIFAX, INC.
State: UT

Complaint narrative:
I have a {$15.00} collection on my credit report from XXXX XXXX   regarding XXXX XXXX XXXX, that is erroneous. I have contacted XXXX XXXX, XXXX XXXX, Equifax, XXXX  company. both XXXX XXXX  and XXXX say they show I owe them nothing. I can't get anyone to remove this.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-04-18 00:00:00
Product: Payday loan, title loan, or personal loan — Payday loan
Issue: Charged fees or interest you didn't expect — 
Company: COMMUNITY CHOICE FINANCIAL, INC.
State: VA

Complaint narrative:
I took out a loan with First Virginia lending agency in XXXX of XXXX. I am aware that the agency offers high interest loans ; however, I have been very diligent in making extra payments in an attempt to pay off the loan, which was originally {$1000.00}. I am always told on the phone that only a small amount of my payments is applied to principal, and the rest to interest - and having nothing in writing from them showing how my payments are applied. I provided my email address at the time the loan was taken out, and was advised by the representative that I would receive statements via email. I have been requesting my statements now for months, only to be told that I needed to contact their corporate office to get them. I have repeatedly contacted their corporate office and was advised that the local office ( where I took out the loan ) must provide the statements and that they ( the corporate office ) has nothing to do with transactions at the local branches. On XX/XX/XXXX, I called the local branch of First Virginia and was once again referred to the corporate office for my statements and was advised " their system was down all day. '' On XX/XX/XXXX, I followed up with the corporate office and was told they have no information and to call the local office ( yet again ... ) I spoke with the manager of the local office of First Virginia ( " XXXX '' ) on both XX/XX/XXXX and XX/XX/XXXX, and she keeps advising her " system is down '' and she can only print out my contract. I have been asking for my statements to see how my payments have been applied for six months now and First Virginia is obviously refusing to provide them. I am sure I am not the only customer who does not get any type of statement or detail of how their extreme high interest payments are being applied. On other various dates, I have requested my payoff amount, paid several hundreds towards it, only to be told that payoff amount didn't include interest and the payoff amount was back up to the original amount prior to the payment, within a few days.. By withholding statements and written information from the customers, First Virginia is able to tell customers basically anything they want about their payoffs, payments made and payments that will be due.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-04-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: AL

Complaint narrative:
I called TransUnion and XXXX, and XXXX, I have inquires from places that I know I didn't apply to cause I have bad credit so it wasn't any reason for me to apply so I called them and ask them would they removed them because I am a victim of inquiry fraud. 
They have not .so I'm telling everyone out there that it is some fraudulent stuff involved at these credit beureas..

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 2018-04-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: U.S. BANCORP
State: IL

Complaint narrative:
Hello good morning I called us bank yesterday and explained my situation and family emergency to a wonderful guy whos name I forgotten but he was very nice as I spoke to him I explained that my grandmother had a recently XXXX as she was detected a XXXX   and some problems with her XXXX as a lot of things got complicated with her health. And that is the reason why I cant pay the overdraft fee that they charge me and that now my account is negative the gentle man was really nice and he said that unfortunately he couldnt help me out or proceed with any wave payment because the overdraft fee was still pending and could not allowed him to move forward and ask me kindly to call back the next day or 2 days after so that once the overdraft had completed posting I could call back and ask anybody else to help me. He would have done it him self if the overdraft fee was not pending still he understood my concern and most likely he would have waved he fee for me as he understood my situation and hat I could not afford to pay the overdraft fee and that I also never thought that he charity I gave to Church was going to be process with the check as soon as onlybone day wen it usually takes 3 days for a check to clear out

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