vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-06-27 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: CITIBANK, N.A.
State: NM

Complaint narrative:
I have two disputes that involves the purchase of a XXXX XX/XX/XXXXticket on XX/XX/XXXX from XXXX in the amount of {$670.00}, The tournament was cancelled on XX/XX/XXXX. The second dispute was the purchase of event insurance for the XXXX XXXX Ticket at the same exact time on XXXX website in the amount of {$50.00}. The event insurance was purchased on their site through XXXX. Ive filed disputes on XX/XX/XXXX for both charges because I contacted both companies numerous times. XXXX kept putting me on hold and even cut me off one time, but they finally agreed to a refund and sent me an email stating that. XXXX automatically refunded me for 4 other tickets to the XXXX XXXX but not for the Tickets for the XX/XX/XXXX in the amount of {$670.00}. After going back and forth with XXXX and them promising me a refund both on the phone and via email, I still did not receive a refund from either XXXX or XXXX so I filed a dispute with Citicard regarding the charges on my Citi MasterCard on approximately XX/XX/XXXX. Although I provided Citi with ample proof of the XXXX XXXX being cancelled and the emails sent by both XXXX and XXXX assuring me of a refund, Citi later closed the dispute in favor of the merchant. Nevertheless after persevering to getting the matter resolved with XXXX and XXXX, they issued the money back to my account, Thinking that the ordeal was solved, I received another notice regarding the XXXX dispute for {$670.00} dated XX/XX/XXXX again stating that the dispute was resolved in the merchants favor, although a credit had already been issued by the merchant, and that the dispute for XXXX was still open and being resolved, although I received a credit from XXXX as well. It seems like my problems are not with the merchant but with Citi who refuses to honor the credits already submitted by XXXX and XXXX so they can charge me the money and get the interest and finance charges. This is the second time that Citi has claimed to do everything that could in my favor to resolve the issue only to side with the merchant and not the customer who is completely justified in having the money credited back to my account due to cancellation of these services, thereby not receiving the services, having rock solid proof in writing from the companies that I would be receiving a refund as well as apologizing for the inconvenience. This is total disregard for the customer, and, quite frankly, a case of the lowest depths of greed and misconduct on Citicards part.

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 2020-06-27 00:00:00
Product: Payday loan, title loan, or personal loan — Payday loan
Issue: Can't contact lender or servicer — 
Company: Activehours
State: KY

Complaint narrative:
I can't get an update from the bank to connect to the XXXX app

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: SC

Complaint narrative:
Despite numerous attempts to clear up that my home no longer requires flood insurance, the mortgage company keeps stating that it does and thus keeps overcharging my escrow account. 

What is extremely troubling, is that Loan Care was the one who CONTACTED ME to state that I was no longer in a Flood Zone and thus, would not require Flood Insurance. 

This has being going on since the end of XXXX of XXXX. 

I have uploaded the document required regarding my flood zone change and have called on 3 separate occasions to have this situation taken care of with at least 45 minutes wasted on each call. 

Twice I was hung up on.

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 2020-06-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
My morgage lender has changed lender companies 3 times. XXXX XXXX XXXX  and now newrez. I've been trying to call the company now for 2 months and they never answer. Initially I called to inquire about a forbearance plan due to covid. I said I was interested but needed more information before accepting being placed on it. They said they would call but they never did and they send a letter instead stating I was on a forbearance plan. I want to ask question as the form can not answer my questions. They also sent me a tax form stating I owe more than 2500 and that it is delinquent. This was a tax that they where supposed to send me the first year of my mortgage and they just sent it now the 4th year stating It is delinquent. They never sent an initial paper or I was never informed about it by letter or in person. The letter states I can make a payment plan but how can I when they dont answer my calls at all. It's been two months. Prior to not answering they answered me but could not provide me with adequate information regarding the forbarance plan. I believe I have the right to ask questions before they put me on any plan without me giving the okay or signing. They have also changed my home insurance without my signature and sent me a letter to sign without any information stating my insurance provider was going to be changed. It was after various calls I was able to find out they changed it without my permission and I requested I wanted to change it back because it was less money than the one they tried changing me to. In addition, they have sent me refinancing paperwork that gives false information about my current mortgage and the future mortgage " reduction '' I will get. I made calculation with the help of an accountant and I would end up paying more of i refinance. Their advertisement about refinancing is deceiving. I just want them to answer my calls and answer my question so that I can work something out with them but it seems impossible to do so. I really believe that they are doing fraudulent activity because my last year statement are not on the website to download like they should be and their website does not give me proper information about my loan. It only has statements of XXXX year.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: TN

Complaint narrative:
When PHH MORTGAGE took over our loan from OCWEN last year, I set our mortgage payments up on auto draft so there would never be any problem with this company getting our payment on time. THEY cancelled my auto draft stating that we were not allowed to do that. The reason they gave was that we were under Chapter XXXX bankruptcy. They charged me a {$7.00} fee to make my payment that month and I had NO CHOICE to pay it because I HAVE NEVER made a late payment on this loan, ever. Since then, I have made all my payments for free online every month. I just went on their website to make a payment and now they are automatically charging me that {$7.00} fee to MAKE MY OWN PAYMENT ONLINE! HOW IS THIS FAIR??????? They refuse to take my auto draft payment and are now charging me a fee every month to make my mortgage payment. I have tried to refinance this loan but NO ONE will take our loan because the balance on it is under {$100000.00}. HELP ME PLEASE???????? This predatory lender has us bent over a barrel. I am unemployed and we are barely making it through these COVID-19 times but we ALWAYS make our mortgage payment and have NEVER MISSED IT. How can they keep punishing us like this for paying our bills in full and on time every month? What are we supposed to do?? THIS IS WRONG!!!!! Please, please help us???

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: TRUIST FINANCIAL CORPORATION
State: NJ

Complaint narrative:
Security over online banking is important. It is even more important when it blocks the true account holder from using the account. SunTrust bank, now Truist Bank, suspended my online checking account on XXXX. I was having trouble making XXXX bank transfers. SunTrust sent me an email to contact them by telephone. 

After spending most of the day speaking to 6 or 7 Sun Trust representatives through their telephone tree, hearing that I did not have to continue in the tree if my account was blocked, speaking to a different representative every time, repeating the same issues to different representatives, being cutoff several times while a SunTrust representative attempted to verify my telephone landline phone number through a voice authentication system my account was suspended. 

I could not access my account. The last recommended solution was to remove robo call blocking from my telephone or to visit a SunTrust branch. There are no SunTrust branches in New Jersey. 

SunTrust has no email contact number on its online banking website. It lists no employee by name or physical mailing address for contact. The system appears to be designed for telephone communication only and to eliminate the documentation of poor decisions. 

The next day, XXXX I received an email that my account had been reactivated. There was no reason given. There was no documented reason given for the account suspension. I had to trust that Sun Trust acted properly. Now with access to my account and increased motivation I could access the details in my account profile. I saw that the date of my last password change was in XX/XX/XXXXand that old telephone numbers had not been deleted. Possibly there were other errors in SunTrust information for me, but I do not have access to this. 

Based upon this experience my questions for financial regulators are the following : 1. What special controls do financial regulators have over online banking? 
2. What state regulations apply to online banks that are not licensed in the state? 
3. What reasons are justified for suspending an account? 
4. How can a customer contact a bank if no contact address is provided by the bank?

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 2020-06-27 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was paid
Company: Johnson Mark LLC
State: ID

Complaint narrative:
Debt was satisfied in 2019 and they continued to collect. I want this removed from all three reporting bureaus

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: IL

Complaint narrative:
We applied for a Sams club MasterCard through Synchrony bank on XX/XX/20. They gave us an unusually high interest rate based on an unusually low credit score. We inquired about the score and were told that they took the score directly from the credit reporting agency. When we obtained our score from the agency, it was 169 points higher than the number Synchrony claimed that they were given. 

In a letter dated XX/XX/20, Synchrony reversed their story and claimed that the score used was correct because they used a proprietary score and that the score was in fact correct. There is obviously nothing on a credit report that would cause a score to drop 169 points below that reported by the professional reporting agencies. Synchrony is obviously using fraudulent scores to gouge customers with high interest rates.

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 2020-06-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: PNC Bank N.A.
State: IL

Complaint narrative:
I tried to link my PNC Bank account to XXXX and PNC is blocking access to this app.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: MI

Complaint narrative:
I have been trying to contact my mortgage company for 3 weeks. I have sent email and tried to contact the on their XXXX phone number. The emails tell me to call the phone number and when you do it goes into an automated system that you can't get to a representative. In my area we have suffered from a major disaster, we had 2 dam failures that has destroyed have of our town, including my home. I'm am attempting to get a loan modification. But I can not get to a person to discuss the problem!! I would like help!!

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 2020-06-27 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Public record information inaccurate
Company: EQUIFAX, INC.
State: GA

Complaint narrative:
On XX/XX/XXXX I sent out debt validation letters to EQUIFAX, XXXX, XXXX XXXX and XXXX requesting validation on a reported bankruptcy on my credit report. I received a follow up letter stating the bankruptcy was verified, in return I followed up with a second letter requesting documents/proof used to validate the bankruptcy. The credit bureaus never responded to my second letter. However, I have submitted proof that they have violated the FAIR CREDIT REPORT ACT. Equifax, XXXX and XXXX   uses XXXX XXXX to obtain information pertaining to public records, but the Bankruptcy Courts do not provide information to resort reporting agencies and my XXXX XXXX file has been frozen since XX/XX/XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: EQUIFAX, INC.
State: GA

Complaint narrative:
I have contacted Equifax, XXXX  and XXXX  to have items that has been paid off that was In collection to be removed out of collections. However they just updated the balance to just XXXX balance and the accounts are still in collection instead of being deleted. Also they have information that is reporting 30 days late that is not 30 days late like my XXXX  account. XXXX  put in a request to change the error on their behalf, but its yet to be changed on the reporting side. I also have a probleming with the scoring of my accounts. My scores will drop 30 to 50 points, I will pay the accounts out and they will only give me 10 points back. This is not right from what I have been read on fair debt information. Out of all the stuff I have taken care of, I should have had over 200 points back on my score, but it is not where it should be. My DTI is low and I should have been receiving more points than they have given me.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other service problem — 
Company: PNC Bank N.A.
State: MD

Complaint narrative:
Pnc won't let me link my act to XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 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: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
This is the THIRD CFBP complaint, as company has NOT taken proper steps to resolve my issue. History is below. 

On XX/XX/XXXX Synchrony pulled a credit report on my name / SSN but the credit enquiry was fradulent so I contacted Payplan/Syncrony the same date of the credit pull, to ask they remove it from my report. They told me it would be addressed in 7-10 days and acknoledged it was fraud. Case number with Paypal/Syncrony for that call is XXXX. I called in several times to follow up but speaking to someone who can help is close to impossible at this financia, institution, the system is made such that the consumer has to give up. 

On XX/XX/XXXX I submitted my first complaint to the CFBP, and someone from the Office of the President reached out to me on XX/XX/XXXX and told me I needed to wait 60 days from XX/XX/XXXX, which was date they removed it from XXXX reporting. The CFBP complaint ID is XXXX for that date. 

I wait. 

On XX/XX/XXXX as the issue is not resolved and multiple failed attempts to solve via email and phone with the Office of the president of Syncrony I file another complaint, XXXX. 

They responded with this info : On XX/XX/XXXX, we submitted an electronic request to the major credit bureaus to have the PayPal Credit inquiry dated XX/XX/XXXX, deleted from your credit bureau report. Previous requests were submitted on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Please allow up to 60 days for the credit bureau to update. 

More than 60 days have passed from XX/XX/XXXX, and again I contacted Syncrony via office of the President and I hear crickets. 

I have also a pending case with the FDIC as Syncrony is a member bank. 

I expect a swift resolution from Syncrony. Not a stock email telling me to wait another 60 days, because the chances that I wait another 60 days to have nothing solved is too high. Syncrony must resoilve the issue directly wit the credit reporting agencies and ensure that whatever is causing this not to be solved is ADDRESSED. 

I also had contacted the reporting agency, and they promtply replied in XXXX telling me that such disputes need to be solved with the financial institution. 

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 non-monetary relief
Consumer complaint received 2020-06-27 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: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Hello, I am representing XXXX XXXX, located in XXXX NY. we have a charge card account with Chase. We never carried a balance on this account. Due to COVID-19 and lockdown in XXXX, we went through difficult times. We learned about Chase 's payment deferral program at the link below and applied for the payment deferral. 

www.chase.com/paymentassistance I just found out that chase is offering payment assistance and allowing account holders to defer payments while they are still charging interest at the normal rate 15.99 %. This is not only a false advertisement but also a bait-n-switch program created at the most inappropriate time for businesses and consumers. Chase 's payment deferral program should be revised and all other accounts that have been charged interest should be compensated in a timely manner. Based on our experience, Chase 's payment assistance program is designed to create more revenues while account holders are going through difficult times. Please reach out to me if you need more information. 

Sincerely, XXXX XXXX, VP XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 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: Experian Information Solutions Inc.
State: GA

Complaint narrative:
I submitted a complaint about an error with XXXX XXXX balance not being correct on my report. I submitted paid in full receipt from company. Experian reports back that the item disputed remains and that the company verified that it is correct. I received this report back onXX/XX/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 2020-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Rocket Mortgage, LLC
State: IL

Complaint narrative:
I have a mortgage on my Rental property with Rocket Mortgage - Quicken Loans. They called to say they have an opportunity for a lower APR. They have done this multiple times. The first time they evaluated my loan and said they actually could not improve my loan enough since it's on a rental property. I said fine and ended the process. They called me again the next month. I told them again it was already evaluated and they can't do anything. They called me again yesterday XX/XX/20. This time the agent who made the call I advised the same thing but without asking for my authorization he transferred me to a Loan Officer. I spoke with him and told him the same thing. I don't need to refinance and you can't do anything for me. He said okay. This morning I received a text saying I had scheduled an appointment with XXXX from ( XXXX ) XXXX for XXXX XXXX CST today. Now they are in violation and this is harassment and potential fraud. I called them this morning and spoke with XXXX. She was the escalation rep and said she will look into it and block my account from getting contacted in the future. I believe their practices need to be investigated so this does not become like the XXXX XXXX issue where they opened accounts without authorization. Transferring calls without authorization and scheduling meetings via text message without authorization should not happen.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-27 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: HYUNDAI CAPITAL AMERICA
State: MA

Complaint narrative:
I still see late payment remarks on my credit history ... I very much appreciate your help regarding this and look forward to keep having the positive experience that I have had with you in the past. 
HYUNDAI FINC XX/XX/2019 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