vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-03 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: MD

Complaint narrative:
This is a continuation of a prior complaint that was not fully addressed. The case number for the prior complaint for reference is XXXX. There are unanswered feedback items on the company 's response below. I have attached a copy of the supporting documents, including the company 's initial response. 
Thank you for your response. 

Based on the admission within the response, as well as the backup uploaded, of mobile internet access inabilities to allocate payments and reflect loan-level detail I respectfully request that all credit reporting be adjusted. Further, the statement in the response regarding numerous website payments made previously by me is irrelevant. I say this as I log in from my mobile internet frequently to arrange payments. The online experience on my mobile phone should match that of the environment of the website from a computer, especially if it relates to payment allocation on numerous loans serviced and the information ( or lack thereof ) regarding the state of the loans. Also, related, as a consumer AES ' relationship with XXXX is irrelevant to me as my direct relationship is with AES as the loan servicer. It was referenced in the letter, and has previously been conveyed to me in several phone calls with AES, that XXXX is the entity to be dealing with on many of these issues. I disagree, again, as AES is the loan servicer. Lastly, on this point, the credit adjustments and concessions made by AES do not offer relief as credit reporting strings on each loan do not go back to XX/XX/XXXX on the national credit agencies ' reporting. 

AES states that the XX/XX/XXXX long-term modification package can " now '' be reviewed due to assumed procedural changes. I 'd like clarification on the procedural gap, along with the corresponding procedural change to address said gap, that previously prevented me from applying for long-term assistance. This " new '' ability to submit for long-term assistance after a missed packet return was never communicated to me before this response and the most recent telephonic communication with AES, and I believe this gap has adversely impacted my abilities to make on-time payments this past year. Further, AES states that a loan must be contractually current in order to request long-term assistance. As a consumer I absolutely do n't understand this policy. The point of assistance is to assist consumers during times of hardship. This should be reviewed and I 'd like clarification on why AES operates under this non-industry standard policy. 

Lastly, AES failed to address the error notices attached. I am requesting additional information related to the error notices received. The clarification previously requested telephonically led nowhere as AES could not clarify XXXX ' error ... again baffling as AES is XXXX ' loan servicer. 

I respectfully request additional clarification and reconsideration. 

Best Regards, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-27 00:00:00
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: SUNTRUST BANKS, INC.
State: NC

Complaint narrative:
XX/XX/2006- noticed that banking account with SunTrust had been depleted by unauthorized transactions. Contacted bank of fraudelent charges and submitted police report the same day. SunTrust opened a fraudulent joint account ( over the phone ) with someone pretending to be me and then allowed all the money in the account to be moved out of my account in a three day time period. Have been fighting to receive our funds now for 11 days without much success. The lead investigator XXXX XXXX has not given affadavits in a timely manner and does not reply to e-mails, or phone calls in a timely fashion. We have only received XXXX affadavits regarding the case and are still missing XXXX. At this time XX/XX/XXXX ( day 11 ) no money has been replaced in the account. Recieved one case # affadavit at the end of business day Friday XX/XX/XXXX, notarized and scanned on XX/XX/XXXX and also sent certified mail on XX/XX/XXXX. Still have not had recieved any stolen money replaced into account. We hired a lawyer to help navigate and the company refuses to provide our lawyer with requested information.

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 2016-08-09 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: TX

Complaint narrative:
FEDERAL LOAN SERVICING ( Account # XXXX ) This account is currently reporting XXXX delinquencies on my consumer report. FEDERAL LOAN SERVICING reported that this account was 60 days past due in XXXX 2014 and 90 days past due in XXXX 2014. This is a total of XXXX delinquencies reported in Loan # XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. 
This account has received on time monthly payments and timely forbearance request. This account should not reflect delinquencies and should be updated to reflect never late. Also, during XXXX XXXX 2014 through XXXX XXXX 2014 this account was in an approved temporary hardship status which there were not any payments due on this account during those time frames referenced.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-04 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: AES/PHEAA
State: KY

Complaint narrative:
I graduated from XXXX college in XX/XX/XXXX. I was not offered any student aid I was only XXXX at the time was unsure of exactly what I was getting myself into. I had XXXX private loans taken out from American education services. I graduated and could n't find a job in my field until two yrs later. I was able to finally start working as a medical XXXX after 2 yrs of deferments. I started working at an XXXX I was able to get my foot in the door due to knowing the XXXX supervisor. I 've been paying on my student loans since XX/XX/XXXX I was given a loan from AES for XXXX I 've paid a total of XXXX dollars only XXXX has gone to the principle and XXXX in interest. I still owe over XXXX I 've paid XXXX dollars a month. I recently was sent to collections in XX/XX/XXXX I paid in XX/XX/XXXX I was late due having my rent money stolen from me. I informed AES of what had happened and I would be able to pay them in XX/XX/XXXX I was told I had 60 days to pay before it effecting my credit I was sent to collections which resulted in my credit score dropping over XXXX points. I 've never been late paying them I feel I 'm in a never ending interest battle with AES. XXXX college did not help me with a job after school like promised which resulted in me having to defer my loan and now I 'm struggling to pay off this loan. It 's extremely frustrating that now XXXX do not need the schooling to become a XXXX now I 'm stuck paying this what feels like a never ending loan for something I could have just avoided and now my credit score has dropped tremendously due to a financial hardship that I had no control over.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
SunTrust mortgage violated court order and illegally evicted my family from our home with no notice.

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 2015-12-18 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: National Enterprise Systems, Inc.
State: GA

Complaint narrative:
I have been receiving several calls a day from National Enterprise Systems to collect a debt for a name I do not know. I have repeatedly told them that they have the wrong number and was assured that my number was being removed from the list, but am still receiving several calls a day. These calls are to my place of work, and present a frequent distraction.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-15 00:00:00
Product: Debt collection — Medical
Issue: False statements or representation — Attempted to collect wrong amount
Company: COLLECTION SERVICES OF ATHENS, INC.
State: GA

Complaint narrative:
First, I never received a bill from XXXX. I received and paid both XXXX Hospital bills but this other organization never contacted me. In fact, I was not aware of any charges until they appeared on my credit report. After SEVERAL attempts over nearly XXXX years to correct the amount charged by sending an XXXX, still no change has been made. My XXXX shows the amount to be paid should be {$260.00} but the amount from collections is over {$900.00}. The smaller claim has been corrected from {$400.00} to {$86.00} but I am not willing to pay this company until all charges are correct.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Settlement process and costs — 
Company: SUNTRUST BANKS, INC.
State: SC

Complaint narrative:
SunTrust Mortgage has foreclosed on my home. During this process they were required by law to give me an option to rescind ; XXXX The form was never provided to the consumer of our right to rescind at the beginning or during the process. It is important for all these alleged creditors to abide by TILA to make sure our constitutional rights are protected. We still have not received this form from SunTrust Mortgage. Where is the consumer right to due process according to TILA outside of the court. Making us aware of this situation would have provided us a proper relief rather than going through the embarrassment of court.

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 2017-01-31 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: SUNTRUST BANKS, INC.
State: VA

Complaint narrative:
I wrote them and attached a copy of the cashed check I sent them : -Original Message -- Date : XXXX/XXXX/2017 XXXX AM To : XXXXXXXXXXXX Subject : You cashed the check, but is not reflected on my a Acct - Line of XXXX { Accounts } Why is the attached copy of the check you cashed from me not reflected on my account? Please correct not only this balance adjustment, but also adjust down the interest that has accumulated on the higher balance. 

They responded with : Topic : Accounts Subject : Re : You cashed the check, but is not reflected on my a Acct - Line of Credit-XXXX { Accounts } [ # XXXX ] From : Customer Support XXXX/XXXX/2017 Hi XXXX, I hope you are doing well today! 



I understand your point regarding line payment. I have reviewed your account and see that, you have processed the line payment from your credit card. Please be informed that, you can not make your loan/line payment using your credit/debit card. Also please know that to make a payment to a consumer loan or line, use the Move Money service within Online Banking. Hence, the payment of {$1000.00} has not been posted in your line account. 



For more information regarding line payment, you may contact our Loan Servicing Department at XXXX and they will assist accordingly. Our specialists are available M-F XXXX to XXXX Sat. XXXX to XXXX XXXX. 



Have a great day! 



Regards, XXXX XXXX SunTrust Bank- XXXX XXXX XXXX Join our movement toward financial confidence at XXXX This is not my first bad experience with Suntrust . They also did this to one of my mortgage accounts, causing my credit score to be lowered, and forcing me to stop payments on checks ( costs to do so ), while not posting my payments for three ( 3 ) months.

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 2016-04-26 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: AES/PHEAA
State: CA

Complaint narrative:
Called them several times to work out a reasonable payment option. They say that they ca n't do nothing to help me out. I am having finical difficulty at the moment. I was up to date on my loans for a good year, but now I am in a slump and they are not willing to help me out so we can resolve this issue.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-02 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: FL

Complaint narrative:
I took out a Plus loan for my son and have been making payments regularly. The loan servicer is Fed Loan Servicing with the US Department of Education. The loan is a fixed rate loan with a 25 year payment. I believe that we are in year five of the repayment. My issue is that the amount that is applied to interest and the amount applied to principal is not consistent. There are fluctuations that to me seem that the amounts to each are applied arbitrarily. Here is the payment history for the past six months. I have repeatedly asked the servicer for an explanation but to date have not received a satisfactory explanation : Payment Date Principal Interest XX/XX/XXXX - XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX Perhaps your assistance in this matter could help shed some light on this. I would appreciate any help you can provide and await your response. 

XXXX email XXXX Please let me know if you require further information. 
Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-18 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
We went to a local non-attached ATM at a local bank to put money in that we were saving for a week. We put a stack of {$20.00} bills into the ATM. The ATM ate some of the money and sent out a piece of paper telling us to call a number. We deposited the money that the ATM spit out and got a receipt for that money. The money is question is {$380.00}! We called the XXXX number. They put a temporary credit on the account for {$380.00}. That money was removed by the bank a month later. We went to the bank manager to see what could be done. We were supposed to be getting a call back about this matter. We waited a week because we received no call back. The bank manager said that he could not help us because there was no overage from the third party that runs the ATM nor from the bank. We went to the branch on XXXX XXXX where they know us by sight. The agent there made a complaint about the bank manager in the branch that we went to. She also found that although we had changed the address on the bank web site the change of address had not gone through and we were told to never change the address on line because it dos not work correctly. We were at a gas station low on gas when he bank card did no work due to the credit reversal. That is how we found out that the bank took their credit of our money back. The bank sent us paperwork to a P.O. Box that we had closed awhile back. We had to take a loan out to cover our bank account at that point. We received a rebuttal form in the mail and we called the bank about this matter again today. We were told that this could take 45 days if this gets approved. Where is our money?

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 2016-09-06 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: VT

Complaint narrative:
I applied for a different income-driven repayment plan through FedLoans. I was already on an IDR but was eligible for a REPAYE loan to lower my monthly payment, as I plan to apply for the public svc loan forgiveness program. They told me I would be on administrative forbearance until the new payment arrangement started. They warned me that my first payment under XXXX would be bigger. I paid {$5.00} in XXXX for the forebearance payment and not two days later, they said I had XXXX student loan payment due on XXXX. They only gave me 2 day warning that I had a {$210.00} payment due! They did n't respond to an email asking for clarification. I was late paying about a week and surprised the payment was due. I wish they had to inform me of the new payment and give me at least 30 days to make that first payment. Otherwise, all is well. I just want them to communicate more clearly.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-06 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: VA

Complaint narrative:
I am a cosigner on a student loan for my son who became financially unable to continue payments. I went to AES in XXXX 2015 with a new direct debit form and again in XXXX with the same form. They continue to debit an account that has no funds in it, and every month my son gets an insufficient funds charge ( {$30.00} - which I pay ) and every month I get a threatening letter that my credit will be ruined and then I pay online through the account I am trying to get directly debited and then I call again and am assured the following month the correct account will be debited. I do n't seem to have any options, as written and aural correspondence has been ineffective. An attorney would cost more than the bank is charging and losing a .25 % interest rate just adds additional long term cost to the payments.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-08-30 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: AES/PHEAA
State: GA

Complaint narrative:
I took out private student loans for graduate school through XXXX, serviced through American Education Services ( AES ). I do have a full-time job in my field of study. However, I have had financial difficulties arising from a stagnant salary and no cost-of-living raises in 9 years since graduation. AES offers only time-limited alternative repayment options, i.e. six months to a year of forbearance, or three months of reduced payments ). Once you use those up, as I have, they offer no further options, or so they claim. I am told that I have no forbearance or deferment possibilities left, as these are private loans and AES is not legally required to provide more options. My attempts to explain my financial situation and explore other options fall on deaf ears. I am currently only 2 months behind payments, yet my account has already been sent to a debt collector. Consequently, my credit score in barely above XXXX. ( My account has been in collection before, at least 5 times in as many years ). " Customer Service Representatives '' either can not or will not help ; are often rude, and often give out false or misleading information. I once complained to AES about their daily phone calls, to which the CSR snapped, and I quote, " Then pay your bills, sir! '' Attempts to speak with a supervisor are met with evasion, being put on hold for 20 minutes, then cut off. I receive daily phone calls from both AES and the debt collection agency, which I have given up answering since they refuse to work with you or offer other options. ( I strongly suspect other options are actually available but AES will not admit to or inform customers about them ). Even if you submit partial " good faith payments '' ( AES 's term ), they STILL badger you by phone, email, and snail mail. I am at my wits end, and have had no luck finding anyone who will help me consolidate my private loans.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-03 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: OH

Complaint narrative:
I filed a complaint With CPFB on XXXX ( XXXX ). Not only did they not address the issues I presented in my complaint, National Collegiate Trust revised my report to add even more incorrect derogatory information. They now show that this student loan was a charge off. This loan was NOT charged off. On the contrary, this loan has been PAID AS AGREED since its inception. It is impossible to get in touch with National Collegiate Trust. The number they have posted on my credit report ( XXXX ) is not actually the number for National Collegiate Trust. It is the number of the services of the loan ( AES ) and AES told me they have nothing to do with this loan anymore. They gave me the following number to call : XXXX. This number just asks for you to leave a message. I left a detailed message but I am quite sure I will never hear from them. This loan should not be reported as a chapter XXXX wage earner payment plan - my chapter XXXX was discharged. There is NO payment plan with National Collegiate Trust, only my regular payments that were made and loan was PAID OFF. There should not be any derogatory information about this loan on any of my credit reports. If they can not get it right, then they need to remove it altogether.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: NY

Complaint narrative:
Disputes XX/XX/XXXX. Got run around and gave up. 
This year realized it is affecting my credit report. XX/XX/XXXX opened an investigation/inquiry for payment history prior to XX/XX/XXXX and disputed with credit bureaus. 
XXXX XXXX started to investigate again. Sent a letter to XXXX complaint # XXXX filed XXXX/XXXX/XXXX hoping they would respond. 
I received a letter from XXXX XXXX, VP Loan operations at AES dated XXXX XXXX in response to the complaint with XXXX. 
XXXX XXXX recommended in the letter I call XXXX XXXX XXXX at XXXX, which I did. XXXX than directed me to National Student Loan System at XXXX - XXXX than directed me to XXXX XXXX XXXX at XXXX - they directed me bank to to NSLDS at XXXX. XXXX directed me to Student Loan Support at XXXX. 
I called XXXX and disputed it several times with the XXXX credit bureaus. Each time the reply is " Information has been verified with NO DETAILS ''. 
I redisposed XX/XX/XXXX & AES wrote me a letter XXXX XXXX XXXX - just XXXX replied they sent me a mailed me a formal response. 
Follow up on XXXX XXXX, XXXX - Spoke with XXXX regarding conference call - She sent a request for XXXX ( they work on behalf of XXXX ) for a settlement offer - put in on XXXX XXXX, XXXX. XXXX XXXX they still have n't come to a decision. 
Client relations is once again talking to XXXX. 
XXXX XXXX is checking with Client relations and Lender Representative team. XXXX XXXX, XXXX is required complete date. 
Account is in forebearnace until XXXX XXXX, XXXX

Company response to consumer: Closed with explanation