vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2019-04-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Navient Solutions, LLC.
State: OR

Complaint narrative:
Navient ( formerly Sallie Mae ) has been pushing my load due dates forward instead of applying overpayments to my principal balance. I have requested that overpayments always be applied to the principal over the phone, over the course of MANY MANY years. There is no online option to direct overpayments to the principal balance. I was able just now to change the default overpayment setting from " pushing due date forward '' to " bill for full monthly amount '', but only after researching this extensively on the internet! This option is hidden and you have to know exactly where to find it. In addition, there is no option to sign up for auto pay and include an overpayment. It is clear that by limiting consumer ability to dictate when and where a payment should be applied directly benefits Navient, at a high cost to me, the consumer. By forwarding due dates instead of reducing my principal balance, and by eliminating options for overpayment via autopay, Navient can ensure that I will continue to pay my student loan for as long as possible, thus, ensuring they rake in all the interest they can. This should be illegal. 

Like other predatory practices, the hiding policies and procedures for handling student loan payments exclusively benefit Navient. They know that most individuals will fail to recognize these practices as harmful. Those who are aware of Navient 's unethical practices will have to put in an enormous amount of time and effort to identify, correct, and continually monitor for compliance with consumer instructions.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Fraudulent loan
Company: Santander Consumer USA Holdings Inc.
State: MO

Complaint narrative:
I attempted to call again to make the payment by phone and your representative was rude once again. I am including this {$4000.00} payment to you and demand the lien to be released on my vehicle and the credit reporting agencies to be updated immediately. You fraudulently mislead me into the transaction of the vehicle to begin with, then after numerous attempts to notify you of issues with the CFPB that have went unanswered you offer a settlement agreement which after making payments you state is going toward the balance of the account instead of to pay it in full. Under Missouri Law that has been a breach of agreement on your companies behalf, I have suffered losses due to the fact I have had to keep the vehicle longer and now the car is not even worth {$7500.00} with the condition it is in. I am making this payment to get this off my credit report because your actions are inflicting financial harm against me and trying to talk to Chrysler about it is not resolving all issues. Mail me my lien release and notify the credit bureaus immediately. Also you should be aware I plan to file a civil lawsuit in the western federal district court against your company under the Missouri Breach of Contract. This is not what we agreed to and this payment is being made under duress, because unless I comply and do what you say which is unfavorable to me my credit will be further harmed. So here is your payment, just please note is will be followed by a {$75000.00} lawsuit request. ( Cashiers Check is only attached to receive lien release and clear credit report so my score is not continually brung down while we go through the upcoming lawsuit I will be filing that will take additional time. I have complied, but you have not. Your phone rep was also attempting to charge me more then the {$7500.00} in extra fees which is another breach of the agreement.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2019-04-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: GUARANTEED RATE INC.
State: FL

Complaint narrative:
Guaranteed Rate, Inc. ( " GR '' ) is my mortgage lender for the pending purchase of a house. This complaint involves the following GR employees XXXX XXXX ( VP of Mortgage Lending ) ( " XXXX '' ), XXXX XXXX ( Loan Coordinator ) ( " XXXX '' ), and XXXX XXXX ( " XXXX '' ) ( Production Manager ). 

After a number of other mishaps during the pre-closing process, we were first told that XXXX finally submitted our application to the real lender this past Friday ( XX/XX/XXXX ). We were scheduled to close today ( XX/XX/XXXX ). Despite assuring us on Friday that we were " on track '' to close on time, XXXX and XXXX failed to disclose of mistakes delaying our close. They then failed to answer direct questions -- on Friday, Monday, Tuesday, and Wednesday -- about when documents were sent so that we could evaluated whether closing needed to be moved and seek and extension from the sellers. Finally, at XXXX Wednesday XXXX -- hours before we were scheduled to close -- XXXX told me via a phone call that XXXX had mistakenly sent documentation to XXXX rather than the investor, XXXX XXXX, and that it lead to the delay. She then promised to provide me details in writing by the next morning so that I could assuage the sellers ' concerns and obtain an extension. 

On Thursday ( XX/XX/XXXX ), I received a call from XXXX informing me that the information provided by XXXX -- which I had shared with the sellers as we tried to work towards delaying the closing at the last minute -- was incorrect. In fact, no information had been sent to XXXX. Rather, when the XXXX XXXX underwriter had returned the file to GR on XX/XX/XXXX, it had done so with a direction that the property appraisal be sent to collateral underwriting. GR ignored that direction until it finally sent the appraisal over to collateral review on XX/XX/XXXX at XXXX XXXX. This was not disclosed to us until my call with XXXX on XX/XX/XXXX at XXXX. 

On that same call, XXXX assured me that there would only be a 3-4 hour turnaround once approval from XXXX XXXX was received because our filed would be in " rush '' protocol for GR. Coincidentally, XXXX XXXX sent over approval by collateral review just after our call, around XXXX on XX/XX/XXXX. XXXX left me a voicemail that afternoon indicating they had received approval and would " work on a closing for tomorrow on a rush. '' Despite those promises, as of XXXX on XX/XX/XXXX the file is still " in line '' to be reviewed by underwriting. The sellers are now threatening not to extend the contract. XXXX is backtracking on his promises yesterday, saying in a XX/XX/XXXX XXXX e-mail to me that " I never once said we were closing today. '' GR is refusing to take accountability, refusing to fix the problem, and refusing to make amends for their errors.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UMPQUA HOLDINGS CORPORATION
State: OR

Complaint narrative:
Received an email on XX/XX/2019 from XXXX confirming my order. Found out my former partner used my XXXX account to order some items using his debit card. I called XXXX, changed my password as directed and cancelled the orders I did not place. On XX/XX/2019 I received an email about one of the cancelled orders was shipped to my former partner, after I contacted XXXX about the unauthorized use of my account ( due to shared computer that I could not wipe before being forced from my home on short notice, XXXX  XXXX situation ). As far as I understand, the light was defective and returned, and a replacement item was shipped on XX/XX/2019. 

My former partner was refunded by XXXX for this order, then my debit card was charged. I asked Umpqua bank to investigate the charges because I NEVER AUTHORIZED THIS CHARGE! But was told by Umpqua that this is not fraudulent activity because my former partner had access to my information and I kept payment information in my XXXX account. I do not understand why XXXX is not charging my former partner 's card for this item when it was used to make this purchase, or why a replacement item was sent on XX/XX/XXXX when I cancelled the order 9 days earlier. 

On XX/XX/2019, received an email from XXXX that my account was being charged for the order cancelled in XXXX because the item was never returned. I called XXXX to try to resolve but was only told that I needed to return the item for a refund. Repeatedly told XXXX to charge the original payment account for the order, not my debit card which was saved in my payment accounts with XXXX and never authorized for this purchase. 

Contacted Umpqua bank subsequent to this conversation ( appx XX/XX/XXXX ) and was offered provisional credit while this was being investigated. The result of the investigation was a rebuttal from XXXX that my debit account could be charged since the order was made from my XXXX account. I told Umpqua bank the original payment method for this order should have been charged. 

XXXX sent an email on XX/XX/2019 informing me that a refund was being issued. The refund was issued to my former partner. XXXX charges my debit card The only alternative that Umpqua bank has offered is attempting to work this out with my former partner, and if he does not pay me back for this item, that I need to contact law enforcement and get a police report for the fraudulent use of my debit card. My partner did not use my debit card for the original purchase, so this is not true. If anything, the fraudulent charges are due to the unauthorized charges made to my checking account by XXXX. 

This problem has created an undue financial hardship, as I am XXXX and on a small fixed income.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Improper use of your report — Reporting company used your report improperly
Company: Fair Financial Corp.
State: CA

Complaint narrative:
Fair placed a hard credit inquiry against my XXXX credit without my knowledge or approval. 

They claim to not have a letter of deletion to remove Fair is a car  subscription app. They require you to take a picture of your licence and give personal information at the start of the app 's process ( SSN ). While researching, Fair claims that this is just a " soft-inquiry '' and  they will not appear on my credit. It even said upon the initial entering of the info that this was just a " soft-inquiry '' and would not effect my credit. 

I was browsing cars on their app on XX/XX/2019. I found a car I was interested in. After selecting some possible payment plans and addition add-ons, I was prompted with a button " Check Car Availability ''. Nowhere along this process I was informed that this button would initiate a HARD credit check. I receive an email which I will attach below. 

Again, nothing having to do with a HARD credit inquiry. I received those contracts, and after review, decided that I would not be moving forward with this car. I did not sign any contract, proceed with any payment, and I canceled this transaction.

Apparently, they grabbed my info which was entered at the beginning of the app ( necessary for even using it ), and applied for a hard credit inquiry at this point. That information was entered initially with the assurance that this was only for a " soft-check '' - but then they later use it for a hard inquiry without informing me at all.

To my surprise a few days later, there is a HARD inquiry against my XXXX credit by Fair on XX/XX/2019. I contacted XXXX and the only way to dispute and remove the inquiry is to receive a " Letter of Deletion '' from Fair and mail it to XXXX. 

When calling Fair - they kept me on hold for 30 minutes - just to tell me that they do not have that type of documentation at their business. 

Shouldn't they be required to have the document if they are regularly doing both soft and hard credit checks? 

So now I am stuck. I can not dispute this inquiry with XXXX   without the document from Fair - which they will not provide. 

Please help me.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SUNTRUST BANKS, INC.
State: CA

Complaint narrative:
RE : Sun Trust Mortgage Loan # XXXX Loss Draft Dept. XXXX ATTN : XXXX XXXX. Box XXXX XXXX, VA XXXX My house burned down in XXXX XXXX in California XX/XX/XXXX. At the time we had a mortgage principal with Sun Trust Mortgage Co. of {$200000.00}. They withheld this amount, which I understand and have no problem with. 

According to the mortgage companies own written policies they return {$40000.00} or 20 % of principal balance when reconstruction begins, 50 % of remaining balance when half way through construction and the last 50 % when construction is complete. So far no problem. 

We started reconstruction in XX/XX/XXXX at which time I requested that they release the first {$40000.00} in compliance with their own policies. It is now mid XXXX and I have called them 12 times to follow up on when they would be releasing the funds. Every time I call I am told they need more documents which were never mentioned previously, I dutifully send to them. 

They frequently say they do have all the documents and I will receive a check within 3 to 5 business days. Nothing happens, I call back and now they need more documents that were never previously mentioned. 

They never contact me to tell me they still need more items that they never mentioned previously. I wait a couple of weeks to give them time to send the money then I call back and am told again that they need something else. Every time I call it results is about an hour or more of my time when they put me on hold, consult with other people, get cut off and have to try to contact person I was talking to again. Not possible. Of course, they never call me back even though they repeatedly confirm my phone number. I have spent hours on this effort. 

On XX/XX/XXXX my attorney sent them a letter to no avail. 

This company is inept and poorly managed. The people on the phone are always very polite and seem to be trying to help but never successful. I can only conclude that management doesn't care enough to staff and train personnel or they are deliberately trying to stonewall refunding my money. 

The thing I fear most is when we need to make the final payment to the XXXX and we get this run around trying to have the final funds released. The XXXX shouldn't have to wait for his money but we will have used up all the money we had and be down to the last {$80000.00} which is at Sun Trust.

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 2019-04-19 00:00:00
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: Mid-Michigan Collection Bureau
State: MI

Complaint narrative:
On XX/XX/2019 I sent a certified letter to Mid-Michigan, RE : Account XXXX**. The letter was received XX/XX/2019. In the letter I requested they validate the said debts that I owe without violating HIPPA rights. They have not corresponded. Its now XX/XX/2019 and I am requesting this company remove and delete this alleged debt from my credit reports due to the failure of adhering to the request on the certified letter.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: AES/PHEAA
State: NH

Complaint narrative:
I was in default in my student loan so I had to go through a rehab program. I did so very successfully. Then I was put with XXXX. For the first year things went okay. I had an IBR plan. Then for the second year I resubmitted my application, but didn't get a response for MANY months. In the meantime they expected me to make payments that far exceeded what I could pay. I never heard back from them regarding my IBR application. My loan has again gone into default.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: TRANSWORLD SYSTEMS INC
State: TX

Complaint narrative:
I received notice from XXXX XXXX that a debt collection had been added to my account, thereby substantially impairing my credit. I dispute this debt ; I paid my bills regularly for the almost 20 years that I lived in Ohio. This is apparently a claim that I owe {$69.00} to a utility company, XXXX XXXX XXXX I have not been a customer of this company for almost two years, and received no written claim or verification. I want this removed from my credit account immediately. This feels like a scam created to coerce money from me by ruining my credit rating.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Flagstar Bank, N.A.
State: MI

Complaint narrative:
I opened up a money linked cd with flagstar bank in XX/XX/XXXX on behalf of my brother. My brother died on XX/XX/XXXX and I filed a death put claim with flagstar. Flagstar submitted the claim to XXXX which is the broker. They in turn sent it to XXXX who has to buy back the stock. As of today the claim is still pending with XXXX. Usually death put claims take 30-60 days and it has been longer than that with no idea when XXXX will pay off the claim. The claim was put in with Flagstar on XX/XX/XXXX. I cant get any information from XXXX because I dont have an account number associated with XXXX.

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 2019-04-19 00:00:00
Product: Debt collection — Medical debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: Remex, Inc.
State: NJ

Complaint narrative:
I was emailed a response today that said they knew no knowledge of any dispute. Now they lied and I have proof of their knowledge and deleting it off my credit report and now placing it back on. It was sent for reinvestigation as you can see then my results came back on XX/XX/2018 and was deleted. The photo I submitted proves I am correct.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
XXXX XXXX XXXX solicited me to apply for a personal loan product telling me that I was pre-approved for up to {$80000.00} based on credit report information which is only improved since they pre-screened me. I called the number and the advertising mail piece attached to this complaint spoke to an agent who took my loan application ask for permission to pull my credit for the evaluation of loan programs, told me that my application would be sent to underwriting and they would get back to me within four days. Within 24 hours the same agent called me back and told me that I was not eligible for any loan products even though my credit information was exactly what it was during the pre-screening process which they did not deny or confirm however I know that because I monitor my credit closely. during the application process they asked for my permission to access my credit report for the evaluation of loan products. When they called me back and told me I was declined they informed me that they had evaluated my application and credit information for another product or service that I never applied to and then I did not intend to inquire or apply for this is a violation of the Fair Credit Reporting act is also a violation of unfair deceptive acts abuse has and practices known as udaap. They used my credit report for a non permissible purpose. Violating the rule for permissible purpose under the fcra.when I attempted to complain about the use of my credit information for a non-permissible purpose the agent raised their voice and denied that I had only allowed them to pull my credit for loan options, which was a total lie. They never disclosed to me ( on what they said was a recorded line ) that I would be evaluated for anything other than a loan product. Nor did they explain it ask that my credit report information would be used for any other purpose than applying for a loan.

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 2019-04-19 00:00:00
Product: Debt collection — Other debt
Issue: Communication tactics — You told them to stop contacting you, but they keep trying
Company: Portfolio Recovery Associates, LLC
State: CA

Complaint narrative:
They keep calling my number. I NEVER identified myself, but I have asked them several times NOT to call my number anymore. They call from different numbers and area codes.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2019-04-19 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — Frequent or repeated calls
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO

Complaint narrative:
On XX/XX/2019 I was called by a debt collector 23 times in one day! Some within minutes of each other. Daily these calls start at XXXX XXXX which is illegal. They use multiple numbers to harass me all day long. Ive tried blocking the numbers but they keep robo calling with fake numbers.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-04-19 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I was refused credit due to the fact that Experian would not release my credit report and or credit score to the company that was making the inquiry. My problem is that there is no normal 20th century way of getting information from Experian as to why they would not release the report. They have several phone numbers all of which take you to an automated system that will not allow the option of speaking to an agent of the company. Now because of their confusing automated system I may have inadvertently placed some type of freeze or fraud status on my account. I have no way of undoing this because they refuse to speak to anyone. I did a quick search online and discovered several forums with multiple similar complaints. It is ill advised to allow a company to hold control over the credit fluidity of individual citizens when that same company basically refuses to engage with people and provided real time explanations for the issues with their information and systems. If they and other similar companies control the credit worthiness of the population their information, process, and accountability needs to be flawless or at least close to flawless

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