vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-10-06 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NH

Complaint narrative:
Over five years ago, I opened a " XXXX Checking '' account with Citizens. The account encouraged electronic transactions so, when XXXX were processed, the monthly {$4.00} fee would be waived. All statements would be electronic with email notification. This was perfect for me. I used my work email address for these notices and had a good relationship with the bank. 
In XXXX, I lost my job and my major source of income. My direct deposit days were over and I ceased using the account. 
In XXXX, my XXXX chose to open an account with Citizens, and the teller asked if I had an account ; I told her that I had one years ago but had closed it. She made no comments and continued with opening our XXXX XXXX account. 
I guess I had never closed the account as I thought I had in XXXX - because I received a notice in the mail in XXXX XXXX stating that my account had over {$500.00} in it, that it would be closed due to inactivity, and the funds would be turned over to the state of New Hampshire. I signed the form stating not to close the account and then called the bank to find out what was going on. 
The person I spoke with at Citizens ' call center number was quite helpful. It turns out that a small deposit was made monthly by my former employer to the Citizens account in their error, which was supposed to be sent to a different savings account instead. I had no idea that this deposit was going to Citizens. Despite the fact that my email address had been invalid for many months and likely generated a bounce back for every single communication that Citizens bank sent, I did n't receive postal mail or even a courtesy phone call to inform me of this - ever. Even when the deposits stopped, I was charged fees. And somehow, along the way, I was being charged {$9.00} monthly fee instead of the {$4.00} - a 100 % increase. Not only did I receive no notices via mail or otherwise, but also no notice of the fee change. This fee was deducted for not months but years, and put a significant drain on any money that had been saved. The amount of money taken in fees is comparable to what many people earn in a week. 
A few days later, I visited Citizens branch in downtown XXXX NH to discuss the fees and procedures in person. The account representative was not friendly and placed blame squarely on me. She did not understand my situation and I felt that she was less than helpful. I did leave her with my phone number - and received no call back. A few days later, after no information, I logged in to the electronic banking. There were XXXX fee refunds, and a new fee charge. Oh, and your branch still never contacted me. I came in person to speak with the same representative, waited for almost 30 minutes with no representative to help. Being that I was upset and also burning up my lunch break, I closed the account at the teller line.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-09 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NH

Complaint narrative:
I deposited a check in XXXX currency with the Citizen 's Bank XXXX XXXX, 2015. Instead of converting to XXXX currency at the published Exchange rate of C {$1.00} = XXXX {$0.00} on the date of conversion, the Bank gave an Exchange rate of C {$1.00} = XXXX {$0.00}. This amounted to a difference of more than XXXX {$1800.00} in their favor for handling this transaction. 
I called XXXX other banks with whom we do business, and was told they always used the posted official daily exchange rate. 
Please respond with the Official FTC policy regarding this matter. 
Thank you. XXXX XXXX XXXX XXXX ( XXXXXXXXXXXX, Tel. ( XXXX ) XXXX )

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-11 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: Affiliated Acceptance Corporation
State: TX

Complaint narrative:
Affilliated Acceptance is a collection company that had tried to contact me in order to have me pay a debt that I was unaware of, thanks to having a gym membership that charged to a card that was closed for fraud activity. I had also cancelled said gym membership. Despite this, the gym continued to attempt to charge me for several months ( without contacting me for anything ) before finally pushing to collections through A.A. This collection company never reached out to me about this entire process. They never tried contacting me via mail, or phone or email, for months, until I found their account on my credit report months later. Upon notice of my outstanding debt, I called them that day, and I paid it on my next paycheck. After speaking to the company about why I was never notified about why I was never contacted regarding this debt, they explained that they had the wrong email address for me ( they had put the letter " XXXX '' instead of the letter " XXXX '' ) and all contact was sent to an email that was n't mine. Before this event, I had never missed a payment on any account, and had a perfect track record of on time payments. My score dropped substantially, and all of my financial plans have been brought to an abrupt halt.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-10 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Communication tactics — Threatened to take legal action
Company: ERC
State: MN

Complaint narrative:
I am writing because today XXXX of my parents received upsetting voicemails on their phones directed at me. The person on the line personally identified herself, then implied that she was an official legal representative communicating a message regarding district court proceedings against me in our county of residence. She stated that there were " various official complaints '' against me and that I could still contact the " Plaintiff '' at a provided number. 
My parents and I are well informed regarding legal process, so it was immediately clear that it is not time to call the lawyer. After matching the number from the voicemails to my credit report, I found that this was a call from Enhanced Recovery Collections XXXX., which was never disclosed in the communication. 
I am in the process of repaying debts accrued while injured and unable to work. I can not pay everything at once, however, and using indirect, deceptive practices such as this is not helping me to understand my debt or how to repay it. Impersonating the local government and making slanderous statements about numerous complaints against me in the court is very upsetting to both me and my family.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-04-12 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI

Complaint narrative:
Citizens Bank ( CFG ) counts it against the bankers if the customers choose to opt out of the debit card coverage. Therefore some bankers encourage their customers to opt in so that their cross sell ratio on new accounts is not negatively effected. If this happens to you, leave. Or just leave now. They do not know what they are doing.

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: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
I had attempted to obtain old account statements online from Citizens Bank, and a day or so later submitting the request I received a secure message through the online portal with a list of associated fees. When attempting to respond to the message, I received an error message that my response had not been submitted, so I called customer service. Customer service informed me they could only put a new request in on my behalf, and in roughly 48 hours I would receive a phone call with fees that I was required to agree to in order for the order to be processed. Over the course of the next week I had yet to receive a call regarding fees, and I had forgotten about the request until XXXX separate packages arrived with sets of statements, XXXX for the online request and XXXX for the in person request. I immediately checked my accounts and found I had been charged {$90.00} in XXXX account and {$40.00} in a second. I called customer service yet again to resolve and I was told it would be two business days until they could review the recorded call ( this call happened on a Saturday and I was assured I would be called the following Tuesday by an employee named XXXX XXXX in Pennsylvania ). The following Friday I called because I had yet to hear back and was immediately put through to a manager who contacted XXXX directly ( which appeared to acknowledge the issue that this was well outside the norm of acceptable ). XXXX called me later Friday and told me it would be another two business days before he could review the call and offered no resolution. Last night ( the XXXX Tuesday in which a call was promised ) I finally received a call back from XXXX. He told me he had reviewed the call and felt I was aware of the fees. I directly asked him if he listened to how the call ended, where I was required to receive a call back with fee information, and he said the best they could do was take half off the expense ( which rectified the duplicate charge and nothing else ). At the end of the call XXXX refused to escalate the issue and would not give me a contact if I had further questions. As of now XXXX has only credited half of the {$90.00} charge and has not credited the other portion of {$40.00} I was promised.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-04 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Shopping for a loan or lease — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I was pressured by high stress sales tactics into taking an auto loan I could not afford by XXXX XXXX in XXXX XXXX, New York. They insisted on finding a bank to issue a loan after being refused by three or more other banks. They did not make it clear that the total amount of the car purchased was higher than the value. Now I am in the position of having to apply for a loan modification on my mortgage and guess which bank is giving me a three-year runaround? The same bank, Citizens One, that approved my auto loan. So, I guess my issue is with both XXXX XXXX and Citizens One Auto Finance. I already have a complaint filed on my mortgage loan modification with Citizens One.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: FL

Complaint narrative:
RoundPoint Mortgage is my servicer. As with most homeowners, I pay escrow every month as part of my mortgage payment. However, RoundPoint paid one of my insurance premiums a week and a half late ( due XXXX/XXXX/2016 ) causing the insurance provider to cancel my policy. Four months later my account gets assessed with a forced-place insurance policy that is conveniently offered by an affiliate of RoundPoint. This made me angry for multiple reasons. One, I was unknowingly without insurance for several months due to an error which RoundPoint has admitted to, but still not corrected. Had something tragic happened to my property, I have no idea how RoundPoint would have addressed. Thankfully nothing happened to my home, but the concern is still valid. Additionally, my total annual premium is {$770.00}. The policy RoundPoint offered was approximately 6 times the cost of that. RoundPoint also forced a retroactive placement of the policy, so by the time I realized anything was wrong, I already had 4 months of charges against an absurdly overpriced policy. Additionally, one of their customer service reps notified me that the insurance vendor is an affiliate of RoundPoint. They profited from their own mistake! Despite 5-10 phone calls, and 20+ emails over the past 6 months, I am always left waiting for one of their " managers '' to return my messages after they promise to do so. I consistently get a few responses and then the trail goes dry. It 's like they 're purposefully waiting for me to give up.

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 2016-05-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: VA

Complaint narrative:
I refinanced my home. I contacted the original mortgage company for disbursement of my escrow funds. I was told that they do not disburse the funds until eleven business days after the closing. I was told that this is consistent with federal guidelines. I paid a title company to handle all relevant issues regarding this transaction. I believe that this is an illegal taking and a provision of some federal regulation that apparently allows this company to keep my funds for an inordinate amount of time.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-18 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Application, originator, mortgage broker — 
Company: TCF NATIONAL BANK
State: IL

Complaint narrative:
i tried to refinance my mortgage due to separation .i am single and my husband moved away with his girlfriend and not paying a penny toward the mortgage or child support to my XXXX son so i decide to refinance. 
I went to bank and found that he had XXXX other loan with my forge signs and without my knowledge, i want to know how bank did this?

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-06 00:00:00
Product: Bank account or service — Savings account
Issue: Account opening, closing, or management — 
Company: KEYCORP
State: NY

Complaint narrative:
I did not receive a XXXX form for a savings account from Key Bank. I contacted the banks website and received a reply telling me that they had sent XXXX for one of my accounts ( true, I have that ) but had NOT sent the XXXX for my other account. They advised me to go to my local bank to request a duplicate. I went to my local branch XX/XX/2017 to request a duplicate. The bank manager stated that he could not give me a duplicate because Key Bank was behind schedule had not yet made XXXX forms for many accounts including mine.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-04 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: KEYCORP
State: NY

Complaint narrative:
First Niagara Bank was bought out by Key Bank. 
During the transition some accounts disappeared and such. 
For Me I was locked out of my account for over 40 days and could do nothing about it. 
I visited a branch and was told they would fix it, but did nothing. 
I have been in communication with the executive office and keep getting the run around and now several months later, issue is still yet to be resolved. 
I continue to have my credit damaged because of their failure to correct this error. 
They have waived late fees, but not any interest or doing anything to compensate for the issues arising out of the situation. 
The executive office refers me to the auto loan collections department who on 3 separate occasions have refused to update information that was advised by the executive office.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: CO

Complaint narrative:
This is in reference to a delinquency that Roundpoint reported to XXXX ; my wife and I dealt with Roundpoint in good faith and made payment on agreed-upon terms, but the company, through it 's own malfeasance or malpractice, reported the payment as 30 days late, even though their own documentation and communication recorded the payment as only 8 days later that listed on the statement provided. 

Roundpoint Mortgage serviced my home loan from XX/XX/XXXX through XX/XX/XXXX. XX/XX/XXXX, my wife and I refinanced the mortgage through XXXX XXXX. Either XXXX XXXX failed to correctly calculate the payoff amount, or Roundpoint failed to correctly calculate the payoff quote, as two weeks after closing, Roundpoint informed us that the payoff fell short. 

In short, Roundpoint acted in an unprofessional, chaotic, duplicitous, and bullying manner over the course of three weeks. They sent a series ( XXXX ) of inaccurate, contradictory statements, and failed to explain why XXXX statement differed from another. A representative agreed to grant a two-week extension until funds arrived in my account for payment, but Roundpoint instead set a due date as the day that we received the funds in our account, and recorded a 30-day delinquency to TransUnion when the payment arrived 8 days later through the mail. They refused to provide a written explanation of the deliquency report, and only offered a second-hand verbal explanation over the phone that the representative who granted the two-week extension had no authority to do so -- as the department that handled payments refused to communicate with me directly, their use of a customer service representative in this way was a deceitful and borderline fraudulent practice. 

My wife and I have never missed a payment of any kind in 25 years ; the report substantially lowered our credit rating from " XXXX '' ( XXXX ) to " XXXX '' ( XXXX ) in a matter of days. This was their error, and it substantially harms us as consumers ; Roundpoint refuses to acknowledge their error, and have refused to communicate with us in any way after receiving payment. 

We 've already submitted documentation through cashiering.

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 2016-07-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: LA

Complaint narrative:
We have filed several complaints concerning roundpoint mortgage. Roundpoint continue to contact and harass us. Roundpoint refuse to respond concerning a false account. XXXX was supposed to send a response and we have not received, but roundpoint continue to call and harass we just received a call from roundpoint today saying it 's a courtesy call. Please check do not call registry.

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 2017-01-17 00:00:00
Product: Consumer Loan — Title loan
Issue: Charged bank acct wrong day or amt — 
Company: KEYCORP
State: ME

Complaint narrative:
Key bank has an auto loan I took out with a different bank they aquired. I called on Thursday to make a payment to the bank I authorized a payment of {$800.00}. The bank made a mistake and processed two payments for {$800.00} totaling {$1600.00}. When I noticed this they said they can only send me a check overnight in the mail. I will be traveling and needed this money to check into a hotel and they are basically telling me too bad. I

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-13 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: SCA Collections, Inc.
State: SC

Complaint narrative:
The State of South Carolina takes hospital bills out of your state taxes why they send you to the collection agencies. And they know they takes it out of your states taxes.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-12 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ProCollect, Inc.
State: TX

Complaint narrative:
Originally this debt appeared on my credit report XX/XX/XXXX of 2015. ProCollect appeared on my credit report as a collection agency XXXX for {$690.00}. I currently live on the this apartments XXXX and i had never lived on this apartments before. I move in to this apartments XX/XX/XXXX 2015. I contacted ProCollect to let them know that the debt did not belonged to me, but they were not able to locate that account that appeared on my credit report.So, i disputed this account XXXX i send them a copy of my social security and my driver license. XXXX removed the account from my credit report but XXXX did not remove the account stating that ProCollect had validated the account. I made several attempts again to contact ProCollect and i had to go through a lot of loops to find a person that was willing to help me, i explained him my situation he was not able to find that account with my personal info he had to search by the apartment complex and he located an account that was under someone else name. that person had my same last name so he told me to send them my personal identifications and a copy of my dispute XXXX that it seemed that my social security was attached to the wrong person. So i send those documents and i also disputed the account XXXX again. The re-investigation was finished on XX/XX/XXXX 2015 and once again XXXX is not removing this account from my credit report and ProCollect is not willing to help me on this matter every time i call they are unprofessional and they are not able to locate an account under my social security or legal name but they are putting something on my credit report that they dont have record of.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-21 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: ProCollect, Inc.
State: CA

Complaint narrative:
XXXX creditor were a scam lawsuit exists

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