vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-06-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC

Complaint narrative:
I am a housing counselor for a non-profit hud certified housing counseling agency representing a client with Carrington Mortgage who has applied for a loan modification ; ( the loan mod process started with XXXX and then transferred to Carrington ) we have both contacted the lender repeatedly and on XXXX XXXX, they finally stated they had a complete package and they were waiting on the irs transcripts and title search to come back. Then on XXXX XXXX they closed the file for not us not providing documents. I have called with the client on conference with the lender and was advised the spoc had incorrectly notated the file and they did n't have all the documents and closed his file. They had mailed him another package and advised us we had to completely redo another file in order to be reviewed. I argued why should we have to start all over again when you already have all the information. I asked to speak to a manager and was adv one was not avail they were in remediation and that they would have to call me back. I also asked to be put to the spoc and she did n't even attempt to get her on the phone. This is the XXXX time they have made us restart and now are wanting it done a XXXX time. This client is/was current at time of submission.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: PA

Complaint narrative:
My loan home loan for my primary ( only ) home is through BB & T, and secured by XXXX XXXX, and has PMI. I have had the loan for about 6 months and have now paid more than 20 % off. I requested in writing they cancel/terminate my PMI, but they responded that I could not do so since my loan did not have 24 months of payment history ( quoting the Homeowners Protection Act, some protection eh? ). I believe they are in error and should cancel/terminate my PMI as requested. Please assist me in resolving this issue. 

Thank You XXXX http : //www.consumerfinance.govXXXX

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 2016-04-06 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Sir, I am REQUESTING COPIES OF THE FOLLOWING DOCUMENTATION : 1. OFFER LETTER OF Treasury 's Home Affordable Program ( HAMP ) by SPS on XXXX XXXX. 
2. OFFER LETTER OF modification resolution offered by XXXX, XXXX XXXX XXXX on XXXX XXXX. 

SPS contacted me 3 times on XXXX XXXX ; urging/pushing me to switch to a " New program which I qualified for and would better suit my case!! ". The new program was the National Mortgage Settlement modification. NEVER, during any of the phone conversations did the representative provide me information of a HAMP offer on the table. Nor did I receive any documentation by mail of a HAMP offer. Contrarily, the response was that my loan modification was still under review. 
NONETHELESS, my understanding was that my account would be reviewed for ALL and/or ANY program available to assist me in saving my home. 

Respectfully, SPS began servicing the account on XXXX XXXX, XXXX, when it was service transferred from XXXX XXXX XXXX. On XXXX XXXX, XXXX, SPS submitted the account for a review of the U.S. Treasury 's Home Affordable Modification Program ( HAMP ). On XXXX XXXX, XXXX, you contacted us and we closed the HAMP review to allow for the National Mortgage Settlement modification ( NMS ) review, which upon approval, could allow for principal forgiveness. On XXXX XXXX, XXXX, we sent you the notice advising of the submission for the NMS review ( enclosed ). We have reviewed your inquiry, and it appears that it is similar to your previous inquiries which were responded to in XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. From our review, we believe our prior responses fully respond to your requests. SPS is confident that the servicing of the account by SPS has been compliant with state and federal regulations. 


SPS began servicing the account on XXXX XXXX, XXXX, when it was service transferred from XXXX XXXX XXXX. On XXXX XXXX, XXXX, SPS submitted the account for a review of the U.S. Treasury 's Home Affordable Modification Program ( HAMP ). On XXXX XXXX, XXXX, you contacted us and we closed the HAMP review to allow for the National Mortgage Settlement modification ( NMS ) review, which upon approval, could allow for principal forgiveness. On XXXX XXXX, XXXX, we sent you the notice advising of the submission for the NMS review ( enclosed ). We have reviewed your inquiry, and it appears that it is similar to your previous inquiries which were responded to in XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. From our review, we believe our prior responses fully respond to your requests. SPS is confident that the servicing of the account by SPS has been compliant with state and federal regulations.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-12 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
I have attempted to modify my mortgage loan since XXXX. In the last two years, I have repeatedly been asked to compete applications and submit supporting documents multiple times. Throughout the process I have been assigned to multiple loan specialists which has complicated the process. Last XXXX I was referred to contact Keep Your Home California due to negative equity in home and was told that Nationstar would be working with them to re modify my loan. 
According to Keep Your Home California, Nationstar refuses to re-cast my loan in order to receive XXXX Principal Reduction ( {$25000.00} from this to bring my loan current ). 
Additionally, Nationstar contacted me to have an in-house modification but denied me due to negative property value, only, not income issue. Nationstar has informed me that the only way they re-consider is if I write a complaint to them. My loan is currently in foreclosure with a sale date of XX/XX/XXXX that has been placed on hold.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-26 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My loan company, NationStar has not completed the following:1 ) Credited me my {$5000.00} incentive per Dodd Frank for making XXXX years of on time mortgage payments. 
2 ) Never provided me a copy of loan modification agreement at all especially XXXX with an adjustable rate. 
3 ) Never provided me paperwork showing I agreed to an adjustable rate. .. no regulation Z provided

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-10 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
I suffered a hardship in XXXX of XXXX. My father passed away, I paid for the funeral and then shortly after I lost the tenant in my apartment. I kept the mortgage company Nationstar aware of what had happened and asked for some understanding. The mortgage was not paid XXXX, XXXX & XXXX of XXXX. In XXXX XXXX I got a new tenant. I immediately sent a payment for XXXX & XXXX and advised them that starting XXXX XXXX I will send the regular payment & and additional {$500.00} a month until the 3 months I originally missed were paid for. Nationstar sent both payments back to me. They said either give them the entire 5 months plus late fees, attorney fees etc or they are starting foreclosure. They said my only option was a loan modification. I asked " what if I am not approved '' the loan specialist on their recorded line said " you will be approved for something I just do n't know what ''. So here we are 11 months later with a tacked on {$5000.00} in attorney fees, I am denied with no other option but to try and borrow {$16000.00} to make this loan current. The denial was because it 's not my primary residence & they will not accept all my income. Even though they asked me to send in my contributor package twice with my husbands income. They denied my application after 11 months stating that the only income they will accept to show all my expenses is the rental income. The big issue here is that they knew from the very beginning that this was a rented property but racked up {$5000.00} in attorney fees and late fees dragging me along when there was absolutely no way I was getting approved for a loan modification. So now my attorney fees, late fees etc. cost more than the original three months I was behind. It would have taken me 6 months to bring the mortgage current yet they intentionally strung me along so they could rack up as much money as possible leaving me no other option. The worst part is that everything else, taxes, 2nd mortgage and HOA fees are all current. The 2nd mortgage company XXXX took the 3 months missed and put it to the back of the loan, they immediately worked with me due to me never missing or sending a late payment in the last 10 years that I have had this mortgage.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: SC

Complaint narrative:
I had a mortgage loan with XXXX and it was sold to Nationstar. I have been making my payments late due to a cut in income monthly but I have also tried to pay my payments in the month that they are due. I have already contacted Nationstar once last year about the {$73.00} late fee every month that was added to my accounts and after months of sending emails they finally got it corrected and stated that they would have to abide by my contract with XXXX that they had purchased with the late fees stated which I believe are around XXXX to XXXX dollars. I have since emailed Nationstar again several times ( 4 ) and requested that they fix the amount that is showing past due in late fees of {$580.00} and they wrote me back and stated that the late fees would not be waived and I was due for this amount. Maybe whoever looked at the case does not realize that my contract was purchased and can not be changed but they should cause it was told in the numerous emails. I am wondering how many other customer 's are they charging this outrageous late fee to their accounts when in fact they can not be charging it. 
Can you please help me get this situation corrected where I do not have to deal with the numerous emails every month and to make sure this amount is not reflecting as a past due status on my credit report. Thanks in advance

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-15 00:00:00
Product: Consumer Loan — Pawn loan
Issue: Can't contact lender — 
Company: BB&T CORPORATION
State: PA

Complaint narrative:
Line of credit loan. Will not or can not send invoice. When I contact bank they all tell me different reasons. If I do not remember and do not send loan payment in time they will charge me. Some months I get invoice some I do not. Blame it on recent merger with B B & T Bank. Happened before the merger also. Tired of calling. They need to be responsible enough to send invoice and not make me call each month. They also tell me different places to send it. Also not very pleasant when I call either. Please do something. Tired of banks doing what ever they want.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MI

Complaint narrative:
My wife and I refinanced our mortgage with Nationstar in XXXX 2016. I enrolled in automatic payments and paperless statements. Our XX/XX/XXXX payment included an additional charge for {$47.00} for Optional Products and Services. I contacted Nationstar to inquire, I was told the charge was for a home warranty policy with XXXX XXXX XXXX XXXX. XXXX XXXX cancelled the policy after several calls and indicated that the original request for enrollment was received XXXX/XXXX/2016 from Nationstar. Nationstar claims that their only role in the process was to collect the payment and forward to XXXX XXXX. I made a total of 7 phone calls ( 4 - Nationstar, 3 XXXX XXXX ). I asked each company for documentation of authorization of payment from our bank account and both indicated that I would need to request it from the other company. How can a company take money from my bank account without authorization? It sounds like fraudulent activity to me.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MO

Complaint narrative:
In XX/XX/XXXX Select Portfolio Servicing , Inc purchased my mortgage from XXXX / XXXX, originally written in XX/XX/XXXX. My mortgage was written with an option to eliminate PMI insurance with a 90 % LTV and certain other requirements. For over 2 years SPS has refused to honor my PMI rider, investigate my claim, failed to respond to QWR 's and insists they only accept an 80 % LTV based on a current appraisal. I 've not paid for their appraisal until they honor my contract as written. SPS is in possession of all supporting documents.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-20 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MS

Complaint narrative:
On XX/XX/2015 I received Notice of Acceleration and Forclosure from XXXX XXXX, XXXX on behalf of Select Portfolio Servicing.On XX/XX/2015 I responded with A Validation of Debt letter.A notarized copy of the Validation of Debt letter was faxed to XXXX XXXX, XXXX, XXXX number XXXX certified copy was also mailed to SPS and XXXX XXXX XXXX XXXX. On XXXX XXXX i received a certified letter from XXXX XXXX, XXXX stating that no documentation in regards to my request would be provided. Because I did not respond within the FDCPA 30 day time frame. This is clearly untrue. I have attached the Notice of Sale dated XX/XX/2015, Notarized Notice Of Validation of Debt dated XX/XX/2015.which was faxed and sent certified mail to XXXX XXXX , XXXX and Select Portfolio Servicing. 
FDCPA states : ( b ) If the consumer notifies the debt collector in writing within the thirty-day period described in subsection ( a ) that the debt, or any portion thereof, is disputed, or that the consumer requests the name and address of the original creditor, the debt collector shall cease collection of the debt, or any disputed portion thereof, until the debt collector obtains verification of the debt or any copy of a judgment, or the name and address of the original creditor, and a copy of such verification or judgment, or name and address of the original creditor, is mailed to the consumer by the debt collector.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-10 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I was suppose to receive my overage checks through refinance and they did not make it to me. They mailed it to my physical address. We do n't have mail service here in XXXX XXXX, Ca., just XXXX. I 've contacted the mortgage co. several times and was supposed to have been reissued. Somehow they 've intercepted and cashed. I requested copies of the checks, received them and they 're not signatures. I faxed a letter to the research dept and requested reissues of the the checks. I 'm submitting a complaint because this has been over 2 months now of trying get my checks. ( XXXX to be exact ). Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: MA

Complaint narrative:
On XX/XX/XXXX Nationstar Mortgage LLC wote to me advising that I was approved to enter into a Trial Period Plan for a Streamline Modification. I completed the trial payment plan which consisted of trial payments of {$1200.00} due on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I signed the loan modification agreement before a notary public and mailed it. On or about XX/XX/XXXX I went to the Nationstar Mortgage website to make a payment consistent with the loan modification agreement but was unable to do so. I contacted NationStar Mortgage and was advised that the loan modification agreement was still being processed which was why I could n't make a payment. On or about XX/XX/XXXX, I logged on to the Nationstar Mortgage website to attempt to make a payment consistent with the modification agreement. The website stated that my loan modification was denied. I spoke to XXXX XXXX. She informed me the modification was denied because the Notary Public crossed out the co-borrower 's name. On XX/XX/XXXX I received a letter from Nationstar Mortgage stating it sent me a letter providing me with the decision on my modification review but omitted that the decision was based on the eligibility requirements of XXXX Investors. I never received any letter informing me of the modification denial. On XX/XX/XXXX, I appealed the modification denial as outlined in the XX/XX/XXXX Nationstar Mortgage correspondence.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-21 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
I 'm disputing loan modification denied ( loan # XXXX ) because Select Portfolio Servicing, we gut multiple mistake and came with new trick, Not carefully review of my application, and XXXX modification package and our income and P & L not match please see the last Profit & lost XXXX XXXX through XXXX XXXX, we submitted .see the attached

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: UT

Complaint narrative:
I am a XXXX year old female who was attempting to apply for refinancing my home. Quicken Loans would not progress with the application until I provided the names of any ex husband as well as the dates I was married to them. I claimed sexual discrimination explaining that the last marriage was 27 years ago. They would not proceed until the information was provided.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-07 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BB&T CORPORATION
State: AL

Complaint narrative:
A check in the amount of {$3700.00} was deposited into our bank around XXXX XXXX but has not shown up on our bank statements. We have been tracking the bank statements in the event there was a delay or problem and as of the XXXX statement still no deposit was shown. We contacted our bank, the 1-800 number and the XXXX local branches. No one has any information about the deposit. The organization that issued us the check says the check did clear their bank XXXX XXXX but say there is no information readily on the check to identify what bank processed the deposit. What do we do? Are there not tracking numbers to identify all banks involved in check deposit transactions?

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
On XXXX XXXX, XXXX, I filed a loan modification with my primary home mortgage lender, Aurora Loan Services LLC. They have since changed their name to Nationstar Mortgage. ( I have XXXX loan with Nationstar and smaller mortgage loan with XXXX Lender for the same house ) I was XXXX of those homeowners that signed a balloon home loan agreement back in XXXX. I did n't realize before I signed the loan modification documents, but on the schedule of payments table it shows that in the year XXXX I have to pay a one-time payment of {$180000.00} in interest. I believe this is absolutely absurd, because if I had the money to pay the mortgage payment, I would 've never asked for a loan modification. Instead they lumped up the mortgage payment at the end of my loan agreement and in XXXX I will still not have the {$180000.00} lump sum they are going to come after. ( Please see page XXXX of the Aurora loan modification documents I have scanned and attached for that table ). Keep in mind that there are XXXX difference loan numbers. The loan number I had with Aurora Loans used to be # XXXX. When the loan was transferred to Nationstar, my loan number changed to : # XXXX. I read in the XXXX magazine this year that consumerfinance.gov put penalties on Aurora for doing bad business with other homeowners and I 'm wondering if I qualify as XXXX of those homeowners, but they slipped through the cracks with my loan because Aurora was able to transfer my loan over to another name ( Nationstar ). Please help me look into this, because I think it is wrong on so many levels. Please assist me with getting Nationstar to rectify my loan modification agreement and take out that last payment of {$180000.00}. I 'm XXXX with XXXX income. Please, I do n't know what else to do, and I 'm desperate for any assistance or advice I can get. I appreciate your help. 
Homeowner, XXXX XXXX, ( XXXX ) XXXXcellAttachments : Loan Modification with Aurora - XXXX XXXX, XX/XX/XXXXNationstar Statement - XXXX XXXX, XXXX

Company response to consumer: Closed with explanation