vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-08-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: AES/PHEAA
State: OH

Complaint narrative:
I filed a form to change my direct withdrawal information from my old bank to my new bank. AES, the company that holds my Stafford loan, did not switch my withdrawals correctly, so a payment was missed during this changeover. Both bank accounts were active, and they knew the information for both bank accounts, so it 's not like the funds were not available. They just did not switch them in a timely manner. Ever since this change over, they have been charging me a late fee as if I am paying last month 's loan payment this month. So, even though in reality only one payment was late ( and not my fault ), until I caught this mistake, they charged late fees as if I was paying late every month. Since I was using continuous direct withdrawal, this should never have happened. I called and complained and they are refusing to refund the {$45.00} in late fees that I was charged over the last year and a half.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-07 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: IL

Complaint narrative:
I filed my application to change from the XXXX plan to the XXXX program in XXXX 2016. 
I made my payments under the XXXX plan for the following months : XXXX XXXX XXXX For XXXX 's payment, according to the regulations and my application, I received a forbearance until XXXX XXXX, 2016 ( one day prior to XXXX payment being due ). I paid the {$5.00} reduced, forbearance payment. 
I called last week to inquire what the status of the application was and how much my payment would be after the forbearance ended. The person with whom I spoke told me I was still under the standard repayment plan and I would not be in the new plan for another month, which is contrary to my application and the regulations. 
I am still in the dark about whether a payment is due for XXXX and what the amount will be. If no payment is due, I am now off another month from making a payment towards my XXXX XXXX XXXX XXXX. 
Please contact me as soon as possible to discuss this matter.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-04-04 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: CT

Complaint narrative:
The automated system is corrupt and customer service wo n't help. Each person with AES that I talk to has a different story. I checked my credit report and clearly they 're ruining my credit while assuring me that everything is fine and dandy. I honestly just wish AES staff would do what they say, hours on the phone and still no where with these people. How can they even be allowed to lend? I XXXX this is a nightmare, I do n't have these problems with my other loans, not one problem. I just paid one off in full, I never had to contact them! Seriously, what 's going on AES? I 'm ready to start writing congress and contacting the media.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-16 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: OH

Complaint narrative:
I have been making payments on a private loan serviced by PHEA ( AES ) and I have been making them faithfully without a missed month in years. However I have been paying MORE on interest than anything, AES is gouging it 's borrowers and I 'm not able to negotiate through PHEA or XXXX who owns XXXX of my loans. This is ridiculous.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-07 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: MO

Complaint narrative:
I attended XXXX XXXX XXXX from XX/XX/XXXX until I XXXX in XX/XX/XXXX. Since then I have had major debt and am behind on my payments. I have consolidated my federal loans, but the private loan I had through XXXX I can not do. I was in the rears with them and finally paid that since it got to my credit and am now behind again with no help. I have been attempting to pay off my student debt for XXXX years now and it feels like I have not made a dent in the {$65000.00} I owe. I have not found a job in my degree field I went into and no one wants to hire an XXXX graduate. Every quarter we had to sign financial papers, even as my parents and I looked over them, it seemed like a good fit not to many questions were needed. After I XXXX I was hit with a massive amount of debt that has been hard to get out of. The school its self is not attempting to help like they said they could and the job placement that they highly encouraged never panned out.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: NE

Complaint narrative:
My husband and I applied for the expanded REPAYE student loan repayment program in XX/XX/XXXX in hopes of reducing our payment to 10 % of our discretionary income. In XX/XX/XXXX, after hearing nothing on the plan change, I contacted the servicer and was told they had n't even processed the request. I was told it would be expedited and processed in 30 business days. In the meantime, we would owe a one-time forbearance fee of {$5.00}. 

After receiving bills for XX/XX/XXXX and XX/XX/XXXX in amounts of {$0.00}, {$10.00} and $ XXXX+ ( all for the exact same account ), I called in and was told that those were sent merely as part of the plan changing process and that we owed nothing. Two weeks later, I received both a " delinquent account '' email and a paper letter ; however, I had been told I owed nothing when I called in. 

In XX/XX/XXXX, I finally received documentation that my REPAYE request had been processed and received my first bill. I called my servicer because the amount was HIGHER than it had been on my old IBR ( XXXX % ) plan, with no large change income. They confirmed that the amount they 'd calculated was incorrect ; my husband also has federal student loans, is also on PSLF and we file jointly. They had not considered both our debts when determining our payment amount, even though we had properly submitted all the necessary papwrowrk. 

After being told we owed no money when I called my servicer XX/XX/XXXX, today my servicer also required that I go on a forbearance plan for XX/XX/XXXX $ XXXX+ payment or make the payment to keep my loan in good standing. I was also told that changing from IBR to REPAYE plans was a 4-month process, despite being previously told on several occasions that it took 30 business day at most. 

We have been in the income-based repayment programs since they debuted in 2007. My loans have been moved from servicer to servicer and annual updating has been a hassle nearly every year. I waited on the IBR/PAYE expansion to pass and become available and have now waited 7 months to take advantage of the program. It was intended to help people, but the servicer seems to have no interest in actually putting people in the program. When we call in, we can never get consistent answers ; we are n't even able to speak with the same person again deposits having employee names and servicer numbers for each calls. 

My loans have been kept current ; we have been forced to take short forbearances several times since 2007 due to delays by my servicer and miscalculations in payment amounts on the part of our servicer. Our PSLF date just keeps getting jumped further and further away while I continue to try my best to jump through the numerous hoops being sprung on us by the servicer.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-03-29 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: TX

Complaint narrative:
I called AES several times over the course of three weeks this month explaining to them that I want to apply a specific amount of money ( over what my minimum monthly required amount ) to principal on my second loan and second loan only. I have a consolidated loan ( sub and unsub ). I found a letter online with specific language about applying any money over the required minimum. I faxed the letter per their request and was told the next Time I called they would be ready to process my extra payment towards loan sequence XXXX only. I called a few days later and was told my letter was not specific enough. I added verbiage which instructed them that the overage was to pay down/pay off the loan and not to put it in pay ahead status. I called back a few days later and confirmed they had the letter on file and asked if I could now make my extra payment. The customer serve guy confirmed it and said it would go to loan sequence XXXX only. 
Surprise, it did n't : It was split between loan XXXX and XXXX I called yet again and was told I had to have a letter on file ( which I did ) and it needed to contain very specific language ( which it did ) but overage payments can only be sent in by check and must have a copy of that letter ( which they confirmed was sitting in my file ) every single time I made an overage payment. The supervisor said she 'd request the over payment be reapplied as it should have been and surprise it 's still split over big accounts. I ca n't make it any clearer on the phone or in written correspondence that they are not able to decide where my extra money goes. That is my decision. What options do I have in this matter. I plan to be aggressive with my payments over the next 12-16 months in order to lay the loans in full but not if they are taking my money and putting it where it benefits them. Please provide me with options in dealing with this incompetence.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-16 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: NY

Complaint narrative:
American Education Servicesis making it impossible for me to pay my student loan, and live. My monthly payment is almost 60 % of my monthly income and with almost {$150000.00} in student loans total, I am unable to make this payment in addition to all other bills. When trying to work with AES to lower my payment or manage pay this bill, I am met with an impossible number to just get caught up, let alone continue in good standing with these. They offer absolutely no options to help in repayment.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Seterus, Inc.
State: OH

Complaint narrative:
Numerous issues but what is very concerning is after months of submitting and resubmitting documentation I find out that the submitted documents were uploaded and labeled incorrectly which slowed the process down to an already ridiculous turn around time. Then I have to hear every time I call how their doing their job so well, really? Also I have been told of XXXX different possibilities of the outcome of this modification then the last person I spoke with tells me there is really only XXXX possibility and its not really going to help and it is unlikely the rate will get reduced at all then after I state others have told me of rate reduction the person stated well it could go down a little but not even a percent lower. The last issue I want to mention is that this loan was being serviced at XXXX and a week before transferring to Seterus the loan modification had been submitted for a final approval all documents were received in and accepted the broker price opinion was ordered and then the loan servicing transferred on XXXX/XXXX/2015. I was told the loan should at least transfer with that status, but it did not as I had to redo the loan modification package for Seterus and resend information numerous times because nobody is rarely on the same page and paperwork is labeled incorrectly. Should the status have stayed the same since the investors of the loan have not changed? I have sent everything in that is asked for and many times I have been told different or wrong information I once spent {$17.00} at XXXX to make sure the documents faxed were received. I have with the help of my wife done what has been asked and as of a week ago everything is in we now have a 30-45 day wait for the documents to get reviewed by a processor that is a long time to know if more documentation is needed, then in the meantime how much paperwork is set to expire??? At this rate it will never get done. After mislabeling our paperwork for weeks you really cant accelerate our documents for review. But your ready to accelerate the mortgage.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-16 00:00:00
Product: Debt collection — Non-federal student loan
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: AES/PHEAA
State: GA

Complaint narrative:
The initial compliant number was XXXX Pennsylvania HIGHER EDUCATION ASSISTANCE AGENCY in XXXX, PA are still attempting to collect a purported debt that is not owed at all. They stated that they are not going to do anything else and here is proof that they are XXXX LIARS. XXXX XXXX, has been satisfied with the payments that have been provided and XXXX, is not collecting so why am I being harassed Pursuant to section 806, 15USC1692d ( 1 ), and ( 2 ) by A XXXX SET OF DEBT COLLECTORS, I am nervous and upset by them attempting to GARNISH the little money that I make and I have been working with the XXXX XXXX XXXX XXXX teaching school for the past 15 years and this CORPORATION is trying to garnish my pay. I really need to be compensated for their disregard for the CEASE AND DESIST ORDER. I am filing another complaint so they will know please do not attempt to contact me again. I will also file a Court case against them if they call me a borrower one more time. I also need them to send me a check in the amount of {$10000.00} for harassment. These people XXXX do not want to work and want me to become a slave for them. I am already dealing with enough. I do not want to see anything but a check in the mail. These XXXX better obtain a job like I have and they have the nerve to want me to send my information to them concerning my banking and investment assets really. These people need to send me money for even asking about my private information. XXXX CEASE AND DESIST, CEASE AND DESIST CEASE AND DESIST. The rest of the DEBT COLLECTORS have been satisfied and here you come trying to get my signature so you can obtain money there is none so why are you trying to steal from me. STOP STOP STOP. I have the full faith and Credit of the United States and this DEBT COLLECTOR is in Commerce not I a Natural Person who has power to obtain anything for family, personal, and household use. The CROOKS ARE IN COMMERCE. ESPECIALLY XXXX XXXX XXXX XXXX I KNOW NOTHING ABOUT THESE CROOKS.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SUNTRUST BANKS, INC.
State: SC

Complaint narrative:
I have been struggling to make my mortgage payments of {$2400.00} per month. I have consistently been late, however, I have consistently made them. I am currently only 45 days late XXXX XXXX & XXXX XXXX and I am prepared to make the XXXX payment, which will make me only 15 days late. I am currently paying 7.5 % interest. Suntrust is my loan servicer and XXXX Bank is apparently my loan investor. I have filed all of the mortgage modification paperwork necessary. I would consider any option which would allow me to keep my home ; however, modification of my interest rate was really what I would prefer. I got a call yesterday, from Suntrust, informing me that they would not modify my loan. The only option they gave me was a short sale they did not offer me any other options. 
Unfortunately, because I have liens ( which I am servicing ) on my property, I can not sell the home. Also, because my mortgage payment just want from interest to interest and principal, I am unable to rent my home. Finally, I can not refinance because my credit is so bad. I want to keep my home ; however, I can not continue to make payments at 7.5 % leaving me only XXXX option, which is to fall into foreclosure. If Suntrust and the investor would lower my interest to a reasonable rate I would be able to make my payments in a timely fashion and avoid the monthly penalties and fees that I am being charged ( currently approximately {$7000.00}. ) Additionally, and as a second complaint, Suntrust has repeatedly harassed me by phone. I notified them in writing to not contact me any further. After written notification not to contact me by phone, they continued to call me repeatedly. In fact, they sent someone to my home XXXX evening who left a note on my door telling me to contact Suntrust about my mortgage payment. ( see attached letter XXXX If Suntrust files for foreclosure, I have every intention to countersue them XXXX and XXXX Bank, the investor ) for violation of state and federal law related to their repeated harassment. 
I need help ... .I can make the payments however as long as the interest rate is 7.5 % I will continue to fall behind, continue to incur ridiculous penalties and fees, and will fall into foreclosure. 
I am simply asking Suntrust and the investor to lower my interest rate. I have filed all the mortgage modification paperwork and the only option they gave me as to short sell the home. No other options were given.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-21 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: Credit Karma, LLC
State: NY

Complaint narrative:
Credit Karma has put a wrong information on XXXX credit report time after time and there are not pay attention to my despite

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-14 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: AES/PHEAA
State: CA

Complaint narrative:
I consolidated all my loans with FedLoan. It 's supposed to be a loan forgiveness program, but it 's obviously a scam. I 'm on an income based payment plan, every year I have to fill out a form stating my income the previous year. They have raised my rates continuously every year since I signed on with them. I ca n't afford the constant increases, and have appealed to them, but they continue to raise the payments. They go by your gross income, which is not truly reflective of the pay you take home. They say that it does n't matter than your gross income is n't your take home pay, or that you may have other bills. I have decided to get out of the Fedloan forgiveness program, as it is obviously a gimmick to make you pay as much as possible before they actually forgive the loan in 10 years. I think they should not be allowed to use your income before deductions to determine what rate you can afford to pay back. To anyone thinking of consolidating their loans under Fedloan, I would discourage them from doing so. The XXXX '' Program is a fraud.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-26 00:00:00
Product: Student loan — Non-federal student loan
Issue: Getting a loan — Can't qualify for a loan
Company: AES/PHEAA
State: FL

Complaint narrative:
FEDLOAN servicing is refusing to respond after 3 months of waiting ... and continues to report and refuses to do anything but " SERVICE ME " when asked to simply provide validation they have responded with silence for 3 months but will not remove the item from report. I asked them to prove who they are, and they have not STOPPED sending me notices about how much I owe, and here I thought that the FDCPA and the FCRA say stop all collection until the dispute is finished??? HELP!!!!!!!!!!! I have been forced to place a fraud alert on my report and have contacted FTC ... I have recording of the treatment I suffered at their hands.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
SunTrust Mortgage placed hazard insurance on a residential investment property that I owned. I complied with the instructions for the class action law suit, XXXX v. SunTrust Mortgage Inc. et al., Case No. XXXX ( XXXX. Florida ) but my claim was rejected because it allegedly remained incomplete, even though the documents were submitted in full compliance with the instructions. They ultimately foreclosed on my property, claiming that the loan modification documents provided for the request were incomplete, again, even though they were in full compliance with their instructions.

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 2016-06-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: GA

Complaint narrative:
I am a XXXX and have been XXXX for 9 years. I currently have my student loans serviced by FedLoan Servicing under the PSLF program and have been paying my student loans since XX/XX/XXXX. FedLoan Servicing refuses to consider 2 payments eligible as qualifying payments because, according to them, " your payments were less than what you were required to pay. '' This has been an ongoing dispute since XXXX XXXX, one month after my loans were initially transferred to FedLoan Servicing. According to the due dates on both billing statements ( {$150.00} due by XXXX/XXXX/XXXX and {$330.00} due by XXXX/XXXX/XXXX ) each payment was, in fact, paid on time and for the amount due. Although I have provided FedLoan Servicing with the billing statements, they continue to tell me that they will not consider the 2 payments as " qualified payments '' towards the PSLF program because the payment amounts received were less than the amounts due. However, according to the billing statements I have attached and provided to you, both payments were received in full prior to the due dates. Even having offered to provide them with the billing statements I was given, they will still not consider both payments eligible towards the PSLF program.

Company response to consumer: Closed with explanation