vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-07-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: LA

Complaint narrative:
I had a Loan modification XX/XX/2010. I filed Chapter XXXX XX/XX/2010. At the time of filing Chapter XXXX I was only XXXX months behind. My lawyer fail to do there job and listen to me when I kept telling them I had a loan modification a few months pirio. Once we got to the the last fews months in my chapter XXXX I told then again that I had a loan modification. So they finally looked into it. MY lawyer and SPS lawyer looked into this and see that I did have a loan modification the same year. The money that was paid into the chapter XXXX to was not the amount I was behind at the time. I paid them a total of XXXX. My mortgage company have not credit the amount to my loan so I can pay the reminder and get my loan current. I This have been a problem that has been going on for a few months. 
This my XXXX time submitting a complaint.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MO

Complaint narrative:
Nationstar Mortgage assessed late fees and penalties for two months to the mortgage loan although they are authorized to debit the funds from my banking account. They are currently charging me late fees for XX/XX/XXXX when the payment is not due until XXXX/XXXX/16.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
I became unemployed and started having trouble making mortgage payments I immediately applied for Homeowners Assistance XX/XX/2016. I was 1 1/2 half behind but was making partial payments. Nationstar applied my funds in suspense and made it appear I was 3 months behind and foreclosure process began even though I had a pending modification signing the Dodd Frank agreement. I was able to make partial payments to avoid further damage, but Nationstar rejected my payments and removed the online payment feature online to prevent me from making any payments. I called NationStar to get a reinstatement quote and was verbally given an amount of {$6700.00} to reinstate my loan. I gathered the funds and Nationstar gave me a account to wire only. I went to my bank to process the wire transfer and the bank manager could not verify the account number that was given to me and the name on the account that was given to me and the account did not belong to Nationstar Mortage. I refused to wire the funds to that account and called Nationstar and asked them to draft the funds from my personal bank account. The payment was processed XX/XX/2016 and my loan was reinstated and current. XX/XX/2016 mortgage was due and I made a partial payment of XXXX and learned Nationstar had created bogus fees and applied my partial payment toward these fees. I then received a statement on XX/XX/2016 stating I owed over 2 months worth of fees. I asked Nationstar what these fees were and was not given any answer. I also asked Nationstar to please apply my partial payment and apply towards my XX/XX/2016 mortgage and also to reverse fees. Nationstar has not complied. I believe I have been scammed due to unethical business practices and Nationstar is foreclosing again based upon ficticious fees and misapplication of funds.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-04 00:00:00
Product: Debt collection — Mortgage
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: NATIONSTAR MORTGAGE LLC
State: NE

Complaint narrative:
Last fall my social security account was compromised. Nation Star Mortgage keeps calling me telling me I have an account with them. Which I do not. My credit report is excellent ... no breaches have been detected. I hesitate to give them my last XXXX digits of my social security number to inquire about this alleged account.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
I have an escrow account set up with my mortgage. I re-negotiated my homeowners insurance amount with my insurance company to a lower amount. A new declaration page was sent out showing the change. There was no bill. My mortgage company paid it as a bill. I can understand that mistake, but then two weeks later after paying that bill, a new insurance company sent a much higher bill for payment for XXXX XXXX and that was paid without my authorization! My homeowners insurance was paid up to date until XX/XX/XXXX so neither of those payments should have been sent out! I called them twice and they said they have no safeguard in place to protect our escrow accounts. If a bill comes, they pay it! I did not sign any change forms authorizing a different insurance company to bill my mortgage company. They pretty much said " oh well '' HELP!!!!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: OH

Complaint narrative:
HelloI recently applied for a refinance on my home mortgage. from Green Light XXXX XXXX and division of Nation Star Bank. After many weeks of working on forms and sending documents to them. I was told we were going to close on the loan. The mortgage do not pay on your existing loan. The mortgage did not answer my calls. Then Nation Star wanted there late fee.

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: NATIONSTAR MORTGAGE LLC
State: AL

Complaint narrative:
Our home in XXXX was destroyed in the XXXX XXXX wildfire and we received an insurance check of over {$280000.00} for the loss. It was made out to our mortgage company, Nationstar Mortgage, my husband and myself. We signed it and sent it certified mail and it was received on XXXX XXXX. We noticed it was posted to our account on the XXXX as a credit but the balance of the loan was still the same. We called and went through all kinds of hoops to talk to a customer service supervisor XXXX XXXX XXXX and she said it could NOT be paid off because they could not find the notarized mortgage affidavit that we mailed along with the check. I know it was in the letter because I folded it up and placed the check inside for security. My husband told them it better be paid off and they better stop charging us interest. The supervisor said she would keep up informed and call the following day but we never received a call or any other information. The loan balance of a little over {$95000.00} was paid off on XXXX XXXX but we have not received the balance due us of over {$180000.00} dollars or heard anything from anyone else at Nationstar. They have had the money for two weeks tomorrow and nothing!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NV

Complaint narrative:
I faxed an MIP Cancellation Request to Nationstar Mortgage on XXXX XXXX, 2015. I have been trying to call to confirm they have received the fax. I am unable to reach anyone in the company. I have called several times only to get automated transfers that consistently ask me for my personal information, only to hang up on me. I can not reach anyone in the Corporation.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: IN

Complaint narrative:
Nationstar has not completely responded to several Requests for Information under RESPA. See attachment for the latest request.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-22 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: BB&T CORPORATION
State: WY

Complaint narrative:
I am late on my Auto loan with Regional Acceptance Corporation ( Phone : XXXX ) www.regionalacceptance.com, They are calling several times a day, often before XXXX, and frequently back to back calls or 3-4 calls within 15 minutes of each other, in addition to emails, despite my having contacted them and making payment arrangements.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-14 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: OR

Complaint narrative:
On XXXX XXXX, 2016 I received a phone message from XXXX XXXX stating she wanted to go over some things regarding the previous complaint. I returned the call, spoke with XXXX, after verify all our loan information, she asked how she can help, I told her I was returning a call from XXXX. ( once again the representatives do not know why we are getting calls ) XXXX told me XXXX is a investigator and does not take calls. ( Then why call us asking to call back if she does n't take calls ). XXXX then put me on hold to discuss with XXXX why she called us. XXXX got back on line to say that they are missing YTD information on the pay stubs that we had already submitted. Every one of the pay stubs have YTD information. My husband, XXXX who is the loan holder talked with XXXX and explained where the YTD information was on the pay stub. XXXX understood, took note for the underwriters. XXXX admitted there was " a issue going on '', I talked to XXXX mentioning it did n't make sense we received a multiple letter stating SPS had the received the documents, it also showed on the website under our account that they had received all documents needed and the modification was be reviewed. XXXX told us she would talk to XXXX to figure out what was wrong and call us back. Today, XXXX XXXX, 2016, I checked the website and our account, it now states they need YTD information. We received letters on XXXX XXXX, 2016, XXXX XXXX, 2016 and 2 letters on XXXX XXXX, 2016 stating they have received the documents needed. I have attached scanned copies of each letter. To this date, no one has called us back.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: UT

Complaint narrative:
On XXXX of this year, while the sale of our prior home was still pending, my wife and I closed on our current residence, and entered into a mortgage that we understood would be owned or administered by Branch Banking and Trust Company ( BB & T ). It was our intention to use the bulk of the funds from the sale of our old home once received to reduce the principal balance on our new one. Wanting to keep some funds in reserve, and knowing we would soon make a major principal reduction, we only put 10 % down on our new home, and accepted that we might have to pay PMI for a few months. Our closing documents indicated that we could eliminate PMI by reducing our LTV below 80 %. Our old home sold, and on XX/XX/2016 we made a principal reduction payment on our current mortgage in the sum of {$110000.00}, which by BB & T 's own calculation brings our LTV to 60.3 %, and on that date in conversation with BB & T 's mortgage service center personnel, requested PMI be removed. That request was rejected, and we were told that a history of 24 months of timely payments on the mortgage was required under BB & T " policy '', irrespective of the fact that we were now significantly below 80 % LTV. Following that verbal conversation, we received a letter ( unsigned ) from BB & T dated XX/XX/2016, confirming BB & T 's position. 

We have requested the removal of PMI in writing, have made all mortgage payments from the inception of the loan on time, and have reduced the LTV to 60.3 %. The property has not declined in value in the short time since we closed. We believe that BB & T 's refusal to remove PMI from our mortgage, and refund any PMI payments held in reserve, is contrary to the provisions of the Homeowners Protection Act of 1998, and note that BB & T 's stated policy of requiring 24 months of payments regardless of LTV, is not permitted under the Act, as expressly stated in CFPB Bulletin 2015-03.

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 2016-05-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: CT

Complaint narrative:
XXXX/XXXX/XXXX Nationstar Mortgage XXXX XXXX XXXX XXXX XXXX, Texas XXXX Thank you for the copies of the loan modification. As you can see or should be able to see, this is only a copy of the XXXX Trail Period '' XXXX had put us on and then extended it for approximately a year or better. 
So the papers you sent me are not what I asked for or have been asking for. I am looking for the completed modification with all the documentation on how we went from a fixed 30 year interest of XXXX and why it increased to XXXX last XXXX, XXXX, and is going up to XXXX this XXXX XXXX. I know that this is still a relatively low interest rate, but going up 2 % is a hardship on us when my mom is on a fixed income of Social Security and my take home pay is less than when I started my job six years ago because of the increase in cost of my share of my portion of my health insurance. I know this is not your problem and that you really do n't care. My point is that by law I have a right to see these documents and I ca n't tell you the number of times I have called and requested them and you keep sending me a copy of the trial period and not the finalized modification. I want to see in writing please how it was decided that my interest rate would go up, the number of points that were added, how much was charged for doing the modification and if the balance of the difference between our regular mortgage payment and the trial modification was added back into the loan. We never received a copy of this and like any other financial institution if you are refinancing, having a closing or taking out a loan, all parties should see the documents and agree to the terms and conditions. Until I receive a copy of the documents, I can not agree to the increase to 4.75 %. 
I feel I have been very patient in this matter, but I am very frustrated. I have spoken to so many of your customer service representatives, the one I 'll never forget is the XXXX XXXX said it was none of my business on how the figures were arrived at. And the other XXXX was a written correspondence from Nationstar saying an audit was done on my file and everything checked out fine, but then why ca n't I get a copy of what I 'm looking for? I 'm wondering if anyone else has these issues or am I just the lucky XXXX. 
I hope the next correspondence I receive from you is what I am requesting. 
I have been trying to get a straight answer from you for years and since you have yet to supply me with the documents I am requesting, I feel you are hiding something like it 's a predatory loan. The only signature on file for us is the trial modification. We never signed thee final modification and that 's why we have n't received it. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-03 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: OK

Complaint narrative:
I had my mortgage through nation star when I recieved damage to my roof from a hail storm. 
I filed a claim with my insurance company and they sent a ck out to be endorsed by them and everything went as planned. Roof was repaired but in that time I sold the property. My insurance company sent me the depreciation ck which also required the endorsement but since the property was sold nationstar refused to sign or send anything to my insurance company stating that I sold the property. I was out of pocket XXXX of dollars waiting to recover my depreciation. This was at the end of XXXX here we are in XXXX. I work XXXX full time jobs but still spent countless hours on the phone over a period of many days trying to come to a solution. I 've asked them to email or fax a release form to my insurance company provided them the information needed such as numbers, email address to no avail. Very disapionted in the customer service they have provided and will never do business with them again.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-10 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OR

Complaint narrative:
This complaint is in reference to a previously filed complaint # XXXX. 
I received a response from the CFPB stating that my complaint had been forwarded to the company ( Nationstar Mortgage LLC DBA Champion Mortgage ) on XX/XX/2017. This company is a mortgage servicing company. I have not received a resolution to my complaint. I have attached 2 letters to this complaint, to add more information and a sense of urgency for resolution.

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: Ocwen Financial Corporation
State: TX

Complaint narrative:
in XXXX of 2010 I filed bankruptcy and surrendered the home to American Home Mortgage. American Home Mortgage neglected to retitle the deed into their name since the home was surrendered back to them in the bankruptcy proceedings. American Home Mortgage in turn sold the loan to OCWEN in my name. Owen demanded payments on a mortgage that was surrendered in bankruptcy. After several threats that I still was liable for the mortgage payments. I mailed them XXXX payments totaling {$12000.00} that they collected illegally and this was not a business practice. XXXX i filed bankruptcy and surrendered the home back to American home mortgage and they were negligent in renaming the deed to their name, American home mortgage sold my mortgage to OCWEN and Owen demanded all their money and i sent it to them not knowing and it went in their pockets. Then in turn Owen sold the Mortgage again in my name to someone else and the third party foreclosed on the home in my name and reported it to the fort XXXX XXXX sheriff as a foreclosure in my name. that deed should have been retitled 3 times once To American Home Mortgage, second then Ocwen Loan Servicing , LLC and then the third party. XXXX mortgage companies illegally left my name on the deed after surrendering the home back to American Home Mortgage and five years later foreclosed on the property that I no longer had possession of after the surrender in 2010.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-21 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: AR Resources, Inc.
State: PA

Complaint narrative:
The company that 's handling this specific debt, AR Resources, says that I owe money on XXXX different accounts with them. Upon the evaluation of my XXXX credit report, I found out that they 've still continued to list this debt TWICE, and have never corrected the issue. XXXX account was listed since XXXX XXXX, and the other since XXXX XXXX. To date, they 've never come forward to explain themselves and their error in judgement. This may have caused my credit to be rated more poorly, as well as other related issues.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-18 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
I applied for the Keep Your Home California program which would have assisted me with receiving benefit assistance up to XXXX to be applied to my principal balance. SPS has refused to allow me to participate in this program that could potentially save my home. It appears to me that I may be retailiated against due to reporting them to various other government agencies after numerous HAMP home modification loan denials.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-15 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BB&T CORPORATION
State: NC

Complaint narrative:
Several years ago I applied for and received a credit card from BB & T for emergencies and personal purchases. In XXXX after reviewing a statement I noticed that a charge called " special purchases '' was being billed for approximately {$400.00} monthly. I am unsure how long this charge has been part of my billing cycles but after several attempts to gain answers from BB & T I have received no answer concerning what this charge consist of. I have spoken several times with branch representatives but each continue to say that there is no longer any record to give an indication of what the charge is. They expressed that they do not keep records past seven years. I requested statements for the last seven years and still have not received them. While paying the balance no payment was allocated to the " special purchase '' and it continued to accrue interest like the main balance was doing. In XXXX the charge was dropped but BB & T continued to request payment for the the previous years. I have continued to attempt to get answers concerning the issue from BB & T but they continue to have no answers for me. I believe that by the charge being left on the bill I have continued to overpay for my real purchases.

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 2016-08-27 00:00:00
Product: Credit card — 
Issue: Closing/Cancelling account — 
Company: BB&T CORPORATION
State: AL

Complaint narrative:
BB & T closed my Credit card for no good reason. I have never been late with a payment and have often carried a negative balance on the card. I was given no warning of the closure.

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 2017-01-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: MA

Complaint narrative:
XXXX Mortgage foreclosed on my home on XXXX/XXXX/16. I receive notice from Nationstar Mortgage in the past few days looking for payment on my " account. '' XXXX sold Nationstar an already foreclosed upon mortgage on XXXX XXXX, 2016, pursuant to my conversation with Nationstar.

Company response to consumer: Closed with explanation