vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-08-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
Complaint Description : Nationstar is basically making it impossible to finalize my HAMP loan modification after doing everything they said. I received a pay cut of about XXXX % back in XXXX 2015 and my wife ( at the time ) lost her job in XX/XX/XXXX. At that time, I applied for a loan modification. Made all trial payments on time, and since XX/XX/XXXX, there is always a reason they can not finalize it. Now, we had agreed if I made a payment by XXXX XXXX, and another by XXXX XXXX, they could finalize it. On or around XXXX XXXX, I scheduled my payment my payment to be taken from my account on XX/XX/XXXX. I was then told they needed a code and could not process the payment and would call me back. After not receiving a call, I called them and told me I needed to speak with my loan specialist. The problem is, Ive never been able to get a hold of her, even after numerous messages. When you call Nationstar, it goes to her voicemail everytime and you have to press 0 to speak to a representative who knows nothing about my case. I kept calling saying I need to make a payment and once again, someone would call me. So I logged online to try and pay and for they first time every they blocked me from making a payment online. The thing is, I got a new job and could easily make the payments, but it seems like they just want to foreclose and I 'm not sure why. What they are doing is wrong-I 'm trying so hard, but they are literally making it impossible. If I was n't paying a divorce attorney, I would get one because there is no way they are following legal procedure.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
Back in XXXX XXXX Nation Star Mortgage sent me documentation indicating that they were my new mortgage lender. Prior to this I had been working with XXXX XXXX XXXX. I had not been notified that XXXX XXXX XXXX would not be my mortgage lender anymore. XXXX XXXX I entered into a Trial Period agreement with Nation Star. My monthly payments were {$460.00} for 3 months. I made my payments on time. I had paid my monthly payments up to XXXX XXXX. Around the time I was on the trail agreement I contacted Nation Star to inform them that I wanted to do a short-sale on my property. Per the representative I had to be delinquent on my monthly payments. This is when I stopped making my payments. I however did keep in touch with Nation Star & again was told that I was n't delinquent with my loan. Prior to this issue with Nation Star I had been working with XXXX, a mortgage agency in attempt to pay back Nation Star. I filed for XXXX. I was later denied by XXXX due to the fact that I had applied for a short-sale. By XXXX XXXX, XXXX I was laid off from a job that I had been at for almost 8 years. I started a new job in XXXX XXXX. I am currently still working.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-25 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
Someone stole our debit card number and more than {$7000.00}. out of our BB & T bank account. My husband had the card in his possession, but when he used it, it must 've been copied or however criminals do it. I made a claim with the fraud department at BB & T bank and also a police report at the XXXX XXXX XXXX XXXX. I was then in a letter denied by BB & T for the return of our money. All of BB & T workers at the XXXX, Florida branch do not know policy and give you a complete runaround.

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 2016-05-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: OH

Complaint narrative:
XXXX customer service told me my mortgage payments were current and I did not have to pay the XXXX XXXX payment because I had done a loan modification and the loan was current. The payments are {$840.00} each. But they require that the payments be sent by XXXX XXXX because the payments can not be paid online at their site. That 's another {$16.00}. The total payment is $ XXXX/mo. I was current until they said I did n't have to pay the XXXX Payment. I paid the XXXX payment today and went online to check the amount and it says I owe for XXXX and XXXX. I sent the XXXX payment via XXXX XXXX as usual for the XXXX Payment. I called and they said I owe both months {$1700.00}. The customer service people who told me I did n't have to pay I questioned and she put her supervisor on the line too. He said the same thing, the loan was current. That call was on XXXX/XXXX/XXXX. I called yesterday and the customer service rep I spoke too said they should not have told me that and that they had mislead ( lied ) to me and she had notes in the file that they did in fact tell me that and that all their calls are recorded. She said she would get back to me because she wanted her supervisor to review the phone recording and ask me if that was ok. I am praying its not the same supervisor that lied before. I checked today and there is a class action lawsuit filed against this company in Colorado where they are located and multiple other complaints. I am sacred that I might loose my home and have been sick and XXXX XXXX last year. It would be impossible for me to move now. But based on their information my loan is current and has been since the modification last XXXX XXXX. But I think they tried and are still trying to file foreclosure on my home. The last one cost me {$13000.00} on top of my mortgage and I received a new loan modification package from them yesterday. I did not ask for a modification. My loan is current except for their trickery about the XXXX XXXX payment. I 'm worried since my credit is bad because of my illness last year and to refinance would be difficult for me because I 'm self employed. And when I requested a payoff statement from them or even payment coupons they would not give them to me. The loan officer I went too said to get another loan I had to have a payoff statement. They will not give me one. I 'm trapped and they are going to steal my home. 
Sincerely, XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
Homeowner XXXX XXXX accepted terms of a permanent loan modification with Select Portfolio Servicing ( " SPS '' ) on XXXX XXXX, XXXX. ( See Executed Loan Modification ). 
XXXX XXXX continued to make mortgage payments in accordance with the terms of the recent modification agreement until he received notice from SPS on XXXX XXXX, XXXX informing him that an Annual Escrow Analysis review determined an overage in XXXX XXXX escrow account and that his new monthly mortgage payments would be {$770.00} as of XXXX XXXX, XXXX. ( See Escrow Analysis ). In XXXX XXXX XXXX XXXX began making his mortgage payments in the new amount determined and in accordance with the XXXX XXXX notice until XXXX XXXX when he was made aware that SPS had not been applying any of the mortgage payments made since XXXX. IN XXXX XXXX, XXXX, inexplicably, SPS then unilaterally unmodified the loan. ( See Billing Statement ). SPS should have honored the terms of the Loan Modification Agreement and should have accepted the adjusted payments remitted based on their own escrow analysis. 

XXXX XXXXFind all supporting documents as a single attachment enclosed.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: IL

Complaint narrative:
In May 2016 I changed insurance companies from XXXX to XXXX XXXX. My XXXX annual rate was {$4700.00} and my escrow payment for insurance was {$390.00} per month. When my renewal I had paid {$390.00} for 12 months prior and had enough money to cover payment for my annual renewal. I did not have a escrow shortage at that time. I found insurance cheaper with XXXX XXXX and my annual premium decreased to {$1300.00}. I am aware my escrow payment should be for insurance now {$110.00} per month. That is a saving for me {$280.00}. My mortgage payment should have decreased and the amount of escrow payment should have decreased too. I contacted my mortgage loan servicing company and faxed them proof of my new insurance and amount. I also paid XXXX XXXX in full entire premium {$1300.00} for one year. My mortgage company did and escrow analysis and told me I had a shortage in my escrow in the amount less the {$1300.00}. I contacted my mortgage company customer service department insurance dept and was informed that the escrow department was not notified that my premium had change. And was told that they were not going to inform escrow. Well if they do n't inform escrow then that was why I was getting a statement that I had a shortage. The Nationstar Mortgage is overcharging me and I do not have a escrow shortage. I am aware that the amount the lender is required to hold in escrow is only 2 months in reserves not 12 months in reserves. Nationstar will not adjust my escrow and mortgage payment and is in violation of the Respa servicing escrow regulations. Please assist

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-24 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: AZ

Complaint narrative:
On XX/XX/2016 I sent Select Portfolio Servicing, Inc. ( " SPS '' ) a Qualified Written Request via certified mail # XXXX ( " QWR Letter '' ). I enclosed XXXX exhibits labeled A, B, and C with the QWR Letter. 
The QWR Letter stated in part, " I am requesting all available information on each of the entries listed in Exhibit A ( copy enclosed ), including but not limited to : 1. ) What party or parties were paid each of the fees and costs removed ; 2. ) What services and/or products were provided by each specific party for the fees and costs they were paid ; and 3. ) What is the identity of each party or parties that paid or advanced funds for each of the removed items. '' Exhibit A identifies over {$23000.00} in FC ATTORNEYS FEES and ATTORNEY ADVANCES listed in Exhibit B " CUSTOMER ACCOUNT ACTIVITY STATEMENT ''. In its response letter dated XX/XX/2016 ( " QWR Response '' ) SPS stated, " In your inquiry, you requested information on various entries listed in your Exhibit A, which reflected the Expenses Paid by Servicer amounts. With regards to your requested clarification regarding the identity of the entity paid, the requested information is either proprietary or confidential ; therefore, we will not be providing such information. '' To this date I have never received any explanation outside of the frivolous QWR response letter from SPS regarding my QWR request about the more than {$23000.00} in attorney charges. This is curious since I have never been sued by SPS nor have I sued them as of the date of the filing of this complaint with the CFPB. Additionally, I have never had a judgment that included attorney fees awarded against me in any court action related to my home or any mortgage.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-20 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BB&T CORPORATION
State: PA

Complaint narrative:
On XXXX/XXXX/2017 I went to the BB & T Bank to close my checking account. I advise the teller this is what I wanted to do and withdrew the {$350.00}, I thought remaining in the account. He advised me the account was now closed. I thereafter received notices of NSF as BB & T paid a bill on this closed account. I had made steps to have this billed paid at my new customer friendly bank, that values small business relationships with seniors, XXXX and veterans. I then went to the BB & T bank in XXXX, PA on XXXX/XXXX/2017 and was informed the account was {$220.00} over drawn. They gave me back {$76.00} of {$130.00} in nsf fees. I feel I should get the other {$56.00}.

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 2015-04-24 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
NationStar Mortgage located in XXXX TX has been calling and writing letters harassing us about our Mortgage payments. Our original mortgage company was acquired by NationStar and XXXX located in XXXX XXXX sent a payment to them. NationStar is now requesting our bank statements. We have confirmed with both parties via telephone that all payments have been made. Nationstar continues to call us daily looking for more money. they are not providing any invoices for monthly payments. The call center is located in the XXXX and every time i request to speak to a manager they seem to be in an emergency meeting. This is looking more and more like mortgage fraud, our credit is being ruined. They are requesting bank statements and still not fixing the issue.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-28 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
My ex-husband and I went to BB & T Bank after he was diagnosed with XXXX to add me to his bank account by completing the paperwork and completing a signature card. We brought wirh us a power of attorney, and was told it was not needed because we were both present at the bank. This was done for the sole purpose of getting things in order as we were told he had a minimal amount of time to live. After this was done I did most of the banking transactions which included making deposits and paying the bills. In XXXX 2016 I made a deposit and went back in a few days later to cash a check and they froze the bank account and could not find the signature card. I have unable to pay any bills out of this account. They acknowledge that the problem was the banks error, but said they have rules they have to go by. I am unable to access this account from the funds I have deposited.

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 2016-10-10 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: IL

Complaint narrative:
I have requested the following documents about my mortgage from SPS but the website keeps giving me an error message. 

Note Rider ( s ) Mortgage/Deed of Trust Truth in Lending Statement HUD-1 Settlement Statement Additionally, SPS has stuck me with a loan modification program that has a large balloon payment. I need help. Please remove the third installment of the principal that was forgiven and tell me if you can either remove additional principal or make the loan fully amortized. 

Additionally, I also wish to stop escrowing for taxes and insurance.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
On XX/XX/2016, at XXXX p.m. I submitted a Request for Mortgage Assistance to Select Portfolio Servicing for a HAMP Tier II loan modification. To date I have not received any correspondence from SPS regarding the status of my loan modification. For over 3 months, my loan application was not processed in a timely manner, if at all. This is a direct violation of the Federal Mortgage Servicing, National Mortgage Settlement and a direct violation of the California Homeowners Bill Of Rights. I was not given due process as my application was never reviewed and the results were never communicated to me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
I am selling my property and my title company requested a payoff balance which was received. However, the payoff balance did not include all of the information that was requested. Due to a home modification in 2014, the title company needed to see the loan balance and the amount modified to ensure payoff included both. I have called Nationstar on several occassions to request such documentation and no one has been able to help. I close in XXXX hours and have yet to be able to get the information the title company needs.

Company response to consumer: Closed
Consumer complaint received 2016-10-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NC

Complaint narrative:
On XX/XX/2016 I received an email from Nationstar that my home mortgage loan servicer was changed from XXXX to Nationstar. On XX/XX/2016 I received a privacy form letter from Nationstar stating that I could opt out of my information being provided by Nationstar to non-affiliates, etc., to market to me. Responding to this letter to indicate that I do n't want my information provided to such entities requires my Nationstar loan no. I called Nationstar to get my loan no., and was told it was not available because Nationstar just bought several other servicers and they are very busy inputting all of the data, but that there will be no late payment penalties for the first two months, presumably because it will take that much time for them to get me a loan no. so that I can make my mortgage payments. My concern is that many people will forget about this privacy letter between the time they receive it and the time they receive their loan no., thereby thwarting the purpose of the law. I would like to see Nationstar re-send the privacy notice with, or shortly after, it sends out the notice of everyone 's new loan no 's.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-20 00:00:00
Product: Credit reporting — 
Issue: Improper use of my credit report — Report shared with employer w/o consent
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
Hard inquries on my credit report from ouicken loans 3 times ) only authorized one and was told it wouldnt be a hard inquiry, XXXX was told it wouldnt be a hard inquiry, XXXX never inquired, XXXX never i quired XXXX never inquired. Please inveatigate asap i would like these hard inquiries removed.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-02 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NC

Complaint narrative:
Re : Case # XXXXXXXXDear Select Portfolio, I received a copy of your letter to the NC Department of Justice. I do not agree with your explanation of what caused this satisfaction certificate to be filed in XXXX. You maintain that the note was canceled in error by XXXX, the owner of XXXX, is the original lender on the loan, in XXXX. 
XXXX initially disputed having canceled the loan and referred me to XXXX, who they claimed I should contact, as the signer on the certificate was XXXX XXXX, is an employee of XXXX. 
XXXX has denied servicing a loan in the name of, XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, NC XXXX. 
SPS has stated repeatedly that they have serviced the loan since XXXX, and sent the payments to XXXX XXXX XXXX XXXX. 
I have information from XXXX XXXX XXXX saying they held XXXX files in their vault until XXXX. At that time they returned those files to XXXX, and that SPS was the servicer. 
XXXX XXXX XXXX has written that they have not received any payments from you on that loan, and that no payments were due them. So how was the certificate of satisfaction filed in their name? During recent conversations with XXXX XXXX XXXX, they still say they had nothing to do with this. 
XXXX XXXX XXXX has had a change of heart. They previously said that SPS was not their servicer when the loan was satisfied. Now it appears they are admitting that SPS fka XXXX XXXX was. 
XXXX stated that they did not cancel the mortgage. If they had did it in error, why did they continue to deny canceling it, and are now trying to change what they have said? 
There appears to be a conspiracy in progress here.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-24 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: Navient Solutions, LLC.
State: NJ

Complaint narrative:
I have Signature Student loans with Navient ( Formerly XXXX XXXX ). After reviewing all charges on my loan balance, I found a mysterious " repayment fee '' of {$280.00}. I called to get information on this and get this taken off. I was told that it was a fee charged when my loan entered repayment status. It was a percentage of all outstanding loans on my account. When asked for a credit of this, I was told that it was part of the original terms of the loan and can not be changed. I 'm sure I overlooked it in the fine print of the terms I signed on the loan over 10 years ago ; however, still left a bad taste in my mouth. I am currently working hard on paying off these loans, like millions of Americans. Hopefully they this get added to the " unfair practices '' section on the new lawsuit filed earlier this month.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-16 00:00:00
Product: Credit reporting — 
Issue: Unable to get credit report/credit score — Problem getting my free annual report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MI

Complaint narrative:
I took my husband 's last name & moved to his hometown when I got married 10 yrs ago. There was already someone there by the same name. I ca n't get my credit report from the XXXX bureaus online because all security questions pertain to her life. I have written to them about this for yrs and gotten no resolution. I filed a compliant with them recently. Their response was to mail me my report. This does n't address the issue at all. I want my security questions to pertain to MY life, not hers, and to be able to get my reports online like everyone else.

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