vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-06-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MN

Complaint narrative:
Nationstar Mortgage states that we need to pay them again for the month of XXXX, 2016. However, we are having our bank bring us copies of all the checks we submitted to Nationstar, but were lost. On XXXX XXXX, 2016 we made a cashier 's check from XXXX XXXX XXXX XXXX XXXX in the amount of {$970.00} to Nationstar Mortgage. In XXXX we mailed a check for {$970.00}, check number XXXX, from XXXX XXXX Bank, to Nationstar Mortgage. We also mailed a check on XXXX XXXX, 2016 in the amount of {$970.00}. On XXXX XXXX of 2016 we mailed Nationstar Mortgage XXXX checks ; XXXX for {$1000.00}, for the month of XXXX, 2016. XXXX for {$1000.00} for the month of XXXX, 2016. Also, we mailed a check in the amount of {$970.00} for the month of XXXX, 2016. We believe we do not owe Nationstar Mortgage any mortgage payment until XXXX of 2016. Our bank is working on getting copies of the checks cashed by Nationstar, but supposedly they lost.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: WV

Complaint narrative:
My loan with XXXX XXXX XXXX was sold to SPServicing in 2013. I requested assistance with a loan modification due to a {$30000.00} dollar decrease in income resulting from the need to relocate to assist a XXXX child. I have submitted the documentation as requested repeatedly, submitted additional documentation, and when requested updated documentation due to an almost 2 year long process. To date I have not receive a modification or resolution of any kind. I initiated this process because I was having difficulty paying my monthly mortgage payment. At the outset I was only a few months behind, however over the past year and eight months since I began the process I have fallen further and further behind on mortgage. 
This company touts their caring nature and states their desire to assist in obtaining a loan modification, and prevent foreclosure, but this is not my experience with SPServicing. I do n't feel that they have acted in good faith or made any effort whatsoever to assist me although I have appealed to them in good faith. I wish to learn what recourse I have in terms of working with an agency that will truly help prevent the loss of my home and assist me in obtaining a modification that is more in line with the value of the home, a better interest rate, and a more affordable monthly payment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: VA

Complaint narrative:
we were in bankrupcy with nationstar, they claimed they were not getting payments from bank rupcy court.. we pulled out of bankrupcy and started sending payments o them. i belive they are holding the late payments from bankrupcy court agianst me. if i was months behind they would have reposessed. my atorney was XXXX in XXXX va, the bankrupcy court judge was a XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-18 00:00:00
Product: Consumer Loan — Personal line of credit
Issue: Shopping for a line of credit — 
Company: Rocket Mortgage, LLC
State: IL

Complaint narrative:
This Company uses many different names XXXX and XXXX quicken loans, Quicken loans has obtained or attempted to view all XXXX credit bureaus on more than 6 times unauthorized.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-24 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: SC

Complaint narrative:
Greetings, Nationstar mortgage contacted me saying that my association no longer had valid flood insurance. I checked with my association and it turns out we no longer needed flood insurance for my condo. I got the required " Standard Flood Hazard Determination '' document from my condo stating that the condo was no longer in a flood zone. I uploaded the document per Nationstar instructions and also faxed it. A month letter I got another letter. I called and they said they did get the documents but they were backed up and would fix it. I received at least XXXX more letters and called XXXX more times. Each time I was told this would be fixed quickly. Finally they took out an escrow to pay for the flood insurance I did n't need. I called and they showed that part of the insurance had been refunded but not all. Again, they said they would fix.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-02 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
For more than 6 months, I have been attempting to obtain information from the mortgage servicer, Nationstar, to confirm whether all charges to the account are justified. I have received the same responses, over and over, without anyone ever actually taking the time to answer my very specific questions. I am attaching just their last letter to me, and my most current response. I have correspondence going back to XXXX of 2014, but the most recent letters will give you a flavor of what is happening. They refuse to justify legal expenses, inspections ( some of which are on the same day or just days apart ), alleged repairs to my property, and other items. They say that the information requested " does not pertain directly to servicing of the loan, does not identify any specific servicing errors, and/or is considered proprietary and confidential. '' The entire process is intended to ascertain the actual amount due and the actual owner and holder of the note and mortgage so that I may initiate a short-sale. I will not initiate a short-sale until I know the amounts which will be demanded.

Company response to consumer: Closed
Consumer complaint received 2016-05-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I have been harassed by Natinstar reps on my cellphone and business everyday, till XXXX for the last two months claiming my mortgage is late and after follow up with their customer service they confirm that I am not late, and am current and my next payment is due in 30 days yet those phone calls do n't stop.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-21 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: IL

Complaint narrative:
On XXXX XXXX, I requested and received a payoff quote from Nationstar. I transferred the money into my account and sent payment by express mail on XXXX XXXX, and it was certified received on XXXX XXXX. After not seeing the funds paid to my account, I called on XXXX XXXX and was told not to worry, that it could take up to XXXX business days to appear. This did not happen, so I called back on XXXX XXXX, and was told they 'd tracked down my check and my account number had not been recognized, but that it would be credited to my account and posted as of XXXX XXXX within three business days. Again, this did not happen, so I called back on XXXX XXXX and was told they would expedite the processing and this would be completed within 24 hours. This has still not happened as of today, XXXX XXXX. I 'm currently working with a customer service rep for Nationstar via social media, and it has taken all day without any update. I have a closing to sell my condo on XXXX XXXX and am very frustrated but also concerned that the closing will be postponed because of the several weeks it has taken for this company to process my payment to pay off my mortgage.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: PA

Complaint narrative:
I have had issues with the proper reporting of my home mortgage. My credit report is not correct and I was told it would take 30 days to correct. This has been going on for months now. Please reflect an open BB & T mortgage with XXXX late payments

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 2015-07-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: MD

Complaint narrative:
We are currently potential buyers in a short sale with a seller-accepted offer waiting for XXXX approval. We began shopping mortgages in XXXX ( XXXX, XXXX XXXX, XXXX, & Quicken Loans ). Of those, only Quicken Loans has been calling our home several times each week with highly aggressive tactics, pushing us forward in the loan process without yet having a completed contract. I was assured on the phone that there was no cost or obligation as we moved forward. We made a {$500.00} good-faith deposit with Quicken Loans, and we were told it was refundable of the mortgage was not completed. QL went ahead and ordered an appraisal on the home -- again, without a contract. We have now been told that cost of the appraisal and credit report will only be refunded if the XXXX bank does not complete the contract, but if we choose to go with a different lender, we lose that money. When I raised an objection with XXXX XXXX, saying that there must be phone recordings, he ordered an internal investigation, returning, " My Client Relations team reviewed the calls and confirmed that the proper expectations were set regarding the deposit. '' I replied requesting access to the phone records, and then received a call from XXXX XXXX " from the Executive Office at Quicken Loans. '' She refused to share the phone records. ( She did n't quite seem to understand that a secret internal investigation inherently has no integrity ; she kept assuring me of *her* integrity. ) I want to be able to review the phone records of my conversations with XXXX XXXX and XXXX XXXX in order to say definitely whether or not I was lied to on the phone, misled by missing information, or if I was careless. 


XXXX XXXX | Senior Purchase BankerDirect : ( XXXX ) XXXX | Toll Free : ( XXXX ) XXXX XXXX : ( XXXX ) XXXX | Fax : ( XXXX ) XXXX | NMLS # XXXXXXXXXXXX XXXX XXXX | Senior Purchase SpecialistDirect : ( XXXX ) XXXX | Toll Free : ( XXXX ) XXXX XXXX : | Fax : ( XXXX ) XXXXXXXXXXXX XXXX ( " from the executive office '' ) XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NC

Complaint narrative:
My mortgage servicer ( SP Servicing ) has been doing everything they can to thwart all of my attempts to get a loan modification on my home. Lost documents, late mailings or notices sent that I did not ask for, discrepancies in information shared with me, etc. Most recently, I had to spend {$2000.00} to stop a foreclosure sale that the servicer postponed one day before the sale, but told me the sale would go forward. Someone needs to stop these people before someone loses their home for real.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-23 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: OR

Complaint narrative:
Five years ago I lost my job and started having trouble keeping up with the mortgage payments. I asked Nation Star, the lender, for any help or what steps I could take. They basically told me there was nothing they could do. A friend of mine suggested re-modification. After two years of going back and forth with Nation Star they finally approved it. It was only {$50.00} less than the original, which when you do not have a job that is no help at all. At this point my savings account was drained and I could no longer keep up on the payments. I ended up moving to XXXX to be with my mom and dad so I would not be homeless. I again tried to do the right thing and called Nation Star to ask again if there was anything else that could be done otherwise I was moving and had to let the house go. I even asked if I could do a deed in lui of foreclosure. They were once again, no help at all. Now it has been 3 years since I have not made a payment and the house is still not foreclosed which is making it impossible for me to move forward with my life and get into another home. I just want them to foreclose so I can start fresh.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OK

Complaint narrative:
XXXX, ok XXXX mortgage loan # XXXX i want nationstar mortgage to stop charging me private mortgage insurance on my monthly mortgage payments from here on out ...

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: SC

Complaint narrative:
Im trying to pay off my mortgage in full by means of a check issued to myself & Nationstar from my insurance company XXXX XXXX. Im having problems getting them to resolve how to get the {$25000.00} that was over the mortgage payoff ammount. First they claimed to have recieved the check but lost the notorized paperwork that was sent with the insurance check. After I faxed the paperwork they lost when I called back Customer Service said the Loss Department was the next step & transfered me to the Loss Department. The Loss department said that this had to be handled by Customer Service & transferred me back to Customer Service. When Customer Service answered again they tried to send me back to the Loss Dept. I requested to speak with a manager several times but was put on hold for up to 20 minutes & never got to speak with a manager. This has been going on for 3 days now & Nationstar will not resolve or even acknowledge this issue.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
I was late making a payment on my mortgage and my services decided to offer me a loan modification, with a trial period followed by a mod. I made my XXXX monthly payments, and noticed whatnwas once {$1000.00} in arrears was now close to {$3200.00} in less than 6 months. I then rechecked all my statements since XXXX and noticed there were several questionable and obvious problems and issues taking place in the crediting and servicing of my loan as a whole. There was an {$18.00} 'other fee '' I had been paying since XXXX, come to find out it was a XXXX party insurance company the loan servicer had a policy underwritten and was adding the fee on to my loan and now is charging up interest. There were XXXX home inspections added monthly as fees plus legal doc fees for {$400.00} 3 months in a row. Now I 'm really digging into what this company is thinking by pencil whipping me, it was my fault at first for not following my statement but I had been taking care of my father XXXX. The next illegal move was after I had drFted my monthly mortgage payment on XXXX, the servicer re deposited my payment right back to my account on XXXX. I have never had a company flat return my payment By redepositing and charging me more late fees more home inspections, and the like. It I now has tried to get modified by servicer but when they sent the papers for my signature I laughed at the obvious lack of attention as the forms came with lines blank, legal descriptions not filled out, the monthly payment and interest rate never was modified, yet the added 18 years to my loan and we 're starting the amount owed back at my original loan amount. I sure hope no one else has fallen for this bull. When I did n't sign and return these poor excuses for legal documents the servicer called constantly with threats of foreclosure if these were n't sent in immediately. Did n't fall for any XXXX. Started looking into exposing this wicked greedy and. Underhanded actions by my mortgage company, also I found. Out the. We 're overcharging me for the escrow account which never asked for the same monthly amount over the 4 years plus they were putting all of my extra " principal only '' in a suspense account, and this caused moe delinquent monthly payments again. I hop you can use this info to maybe help me as to what to do next. I refused to refinance or ever modify with any amount over the true amount owedXXXX

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-08-10 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BB&T CORPORATION
State: OH

Complaint narrative:
I have filed at least XXXX HAMP applications and sent them to BB & T and they continue to charge me late fees and leave me hanging so that they can rack up fee after fee and deny me a HAMP loan based on me not resolving my hardship, if I was able to resolve my hardship I would n't need a HAMP loan. This is not a HAMP guideline and I feel they are denying me so they can run up as many fees as they possibly can. I 've been feed to death for at least the last 2 years and it just continues and I just keep getting denied and then they keep sending me letters telling me they value my business, well I would value someones business too if I could fee them to death and leagally make them pay me those fees.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-04 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: SELECT PORTFOLIO SERVICING, INC.
State: KY

Complaint narrative:
In XXXX 2016 after checking my credit report, I realized that there was an error on my credit report. Select Portfolio Servicing, Inc. had attached a debt to my credit report which did not belong to me. The debt actually belonged to my father who has the same first and last name as me. I contacted SPS in XXXX to correct the issue and made them aware that they had illegally obtained my Social Security number and attached it to my fathers debt. My father also contacted them to make them aware of the error. SPS mailed my father the appropriate forms to verify his identity and he completed the forms and returned them. He also attached copies of his drivers license and Social Security card to confirm his identity. SPS will not acknowledge these complaints or receipt of the forms mailed in by my father. Additionally, SPS will not admit fault for illegally obtaining my Social Security number and attaching it to this debt. For the past several weeks I have contacted SPS nearly every day by phone and have also contacted them in writing to resolve this issue. I have recently been denied a home loan because of this error on my credit report. SPS has made no effort whatsoever to resolve this issue and now I will soon be homeless because I sold my home and was unable to obtain financing to purchase a new 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 2016-11-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
my mortgage was sold from XXXX XXXX to nationstar as of XXXX/XXXX/16. I was also informed by XXXX XXXX that I would receive a letter from nationstar by XXXX/XXXX/16. up until XXXX/XXXX/16, nationstar would call my cell phone and place of employment constantly and hang up. My co workers were obviously getting annoyed with these calls and called the number back to tell them to stop the calls. the recording said they were a debt collector and all information would be used to collect debt. they were then prompted to enter last XXXX of a ss # which of course they did not do. there was no way to get through to a live person. I tried calling number back on several occasions and followed the prompts and when I tried to get to a representative I was immediately disconnected. finally, on XXXX/XXXX/16 I got to an agent. I asked them to stop calling and hanging up on my cell phone and at my place of employment. I also informed them that I had not yet received a letter from them or any contact from anyone. she said the letter was mailed on XXXX/XXXX/16. I told them I should have received it already. the calls did not stop. we received more at my work and on cell phone. when I did not receive anything by XXXX I called them again. it once again took a few times to get someone on phone. I talked to XXXX and she told me a letter went out on XXXX/XXXX/16. I told her when i called on XXXX/XXXX/16 i was told it was mailed on XXXX/XXXX/16 I told her I do not have it yet. it should have been here by now. I do n't have a statement for XXXX/XXXX/16 payment and it is due tomorrow. I still have not received a loan number so my XXXX payment has not been made yet. I asked her to speak to her supervisor since it seems they do n't want me to be able to make payments. I worked too hard to buy this house and I will not allow you to XXXX it up for me. she put me on hold and came back a few minutes later and said her supervisor was on another call but I should n't worry about XXXX payment since they cant charge fees or report late payments for 60 days. I informed her that is not the point. you should have given me written notice of my new loan number and where to send payments, also, I should have a statement for XXXX by now. you have done none of the things you are required to do! I asked her for her supervisors name. she gave me a name of XXXX. she said she would request a letter be sent out. I once again told her I should have had that on XXXX/XXXX/16.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-05 00:00:00
Product: Credit card — 
Issue: Closing/Cancelling account — 
Company: BB&T CORPORATION
State: VA

Complaint narrative:
I have been a XXXX card holder with BB & T since 2008. I just learned that they put a XXXX block on my account for " susp [ ected fraud '' and then without contacting me closed the account. This reflects poorly on my credit report as it is listed as " account closed by credit grantor '' which is a derpgatory remark. BB & Ts action was arbitrary, capricious and negligent.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation