vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2023-11-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: RoundPoint Mortgage Servicing LLC
State: CA

Complaint narrative:
I've attempted to change banks for autopay. First in XXXX I added the new bank information and selected the new bank as primary. RoundPoint Mortgage pulled the money for the secondary in XXXX. In XXXX I deleted the old bank account information and Roundpoint pull the mortgage autopay from the bank whose informtion I deleted from my account profile. There is no information on how to change autopay so I thought I stop autopay and send a check from my new bank for a while so that I can close the bank account. There is no option to uncheck autopay in account profile. I've to call many times in the last three months and have tried evey option and there is no ability to talk to anyone. The XXXX calls were XXXX and XX/XX/ Everything is prerecorded. There is false advertising on customer service for assistance. There is no assistance. No FAQ on the topic. I've emailed the company 2 times with no response.

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 2023-11-02 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: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/XXXX, I received text from someone claiming to be a Chase representative. I have one credit card, an ATM card, and my mortgage with Chase. The text said a charge was made on my credit card and wanted me to verify it. I responded 'no ', then checked my account and saw the charge. The next day I received a phone call from someone claiming to be a Chase specialist and there seems to be activity in my checking account that seems odd. I explained my credit card information had been compromised, so now it seems my debit card was as well. The 'customer service specialist ' said she would cancel the credit cards and have new ones sent within 5-7 business days. She asked if this was my address and bank information, and it was, so I agreed. She thanked me and hung up. When I signed into my checking account on XX/XX/XXXX, I noticed there were 2 strange withdrawals. I called Chase to ask them how these charges were allowed when my debit and credit cards were cancelled. They said they had no record of my cards being cancelled and reordered. So, the 'fraudster ' who claimed to work at Chase that called me stole my information and started making purchases. The first in my checking acct was {$400.00} and the second was {$2000.00} which caused an overdraft and fees. I explained to the Chase representative ( there were 4 that I spoke to over the course of an hour ) that these were not my withdrawals ( one was an electronic withdrawal 8 hours away from where I live. ) The final representative said there is nothing she can do to refund my account except for the {$400.00}. I went into a branch on XX/XX/XXXX to speak with a banker in hopes the fraudster did not have my checking account information. He assured me the withdrawals were done using my debit card ( which was in my wallet ). He called the home office for Chase and after another hour received the same answer as me. 'I can not be refunded the {$2000.00} '.

When I looked at his computer and saw all these random charges in my checking account, but they were all denied by Chase. If these charges were denied, why would the other 2 be successfully withdrawn when there was a fraud alert on my account. I was supposed to be contacted by Chase to discuss the situation again, but never was. All I am asking for is the {$2000.00} be refunded to my checking account. With all the money I spend with Chase credit cards, and my mortgage, I am appalled that the company would not take my side. I was completely taken advantage of and am a victim of ID theft. I filed a police report/complaint, filed a complaint with the FDIC, and they said I had to deal with CFPB, and they would forward my original complaint. I have not heard anything back yet so am hoping you can help me. 
Thank you, XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2023-11-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
Kindly address this issue on my credit report. I assert that this account is not mine and believe it to be fraudulent. I urge you to correct this mistake and have provided supporting documents for verification.

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 2023-11-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Problem getting your free annual credit report
Company: EQUIFAX, INC.
State: FL

Complaint narrative:
Unable to access credit report online with Equifax. Information was requested regarding Identity. That information was provided XX/XX/ and the site is still blocked.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-11-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: EQUIFAX, INC.
State: OH

Complaint narrative:
On XX/XX/2023 I sent in a letter to Equifax asking them to reinvestigate some inaccurate information I found on my report. I asked them to provide me with verifiable proof of these inaccurate accounts, and if they couldnt to Delete the accounts. To this date I have not received a reply.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2023-11-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
See the attached documents. I want the bureau to start the investigation on these accounts. I am never been late on this account.

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 non-monetary relief
Consumer complaint received 2023-11-02 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: CA

Complaint narrative:
On XX/XX/ I sent my friend, the recipient of the money transfer, XXXX XXXX Dollars. When my friend attempted to pick-up the Money on XX/XX/XXXX, she was unable to receive it at all of the locations she attempted and was told that the amount sent could not be paid out because it exceeded the amount of money that a Moneygram location can payout in the Country of XXXX. There appears to be some sort of restriction that Moneygram denies, after several calls to Moneygram I was unsuccessful with getting any information and was told by multiple Moneygram representatives for the recipient to go to yet another location to receive the money. She went to all locations provided by Moneygram and each told her the same thing, that she can not receive the money because it exceeds their governmental restrictions for Moneygram in the country of XXXX. Moneygram is stating that the in country limit is XXXXXXXX XXXXXXXX dollars per transaction and Moneygram within the country of XXXX is stating that the limit is XXXX XXXX dollars per month per person. Furthermore many of the locations Moneygram said for her to go to do not exist and she wasted her time even though the location and address was provided to me and I to her by an official Moneygram representative.

This is a huge discrepancy and both the recipient and I are inconvenienced by the matter and are at a loss of how to either get the money in person in XXXX OR get the money back and receive a full refund of all fees for the transaction. I phoned in several times and was told that the money would be delayed in getting back to me and that they will not refund it. I was told once again to have her go to yet another location. 
Please assist me with my refund in the total amount of XXXX US Dollars back to my bank account with which Moneygram unfaithfully took my money transfer and did not pay out.

Regards, Moneygram Reference number : XXXX Thank you in advance for your kind assistance with this matter.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2023-11-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
There was a hail storm that damaged my roof in XXXX of XXXX. XXXX XXXX sent me a partial check to get my roofing company to start putting on a new roof. I had to send the check to be signed by my Mortgage Company. I got it back within a week. Then I gave it to the XXXX XXXX. When the roof was completed, I sent XXXX XXXX the final bill from the roofing company and XXXX XXXX mailed me a check, I mailed the check to my Mortgage Company at the same address I did the first check. I got the check back in the mail unsigned because they changed servicers. When I called the new servicer, Rushmore Servicing XXXX they told me it might take 2 months because they didn't have all the loans installed into their system yet. I told them I could not wait because the Roofing Company needed to be paid. They said they would have someone call me. Nobody has called me. It has been 49 days as of today the roof was finished and I can not get the new servicer to answer their phone or talk to anyone again. I can not even make a Mortgage Payment to them for this month as their website isn't working. Phone numbers I call say they have a problem and can not be reached. My roofing company understands but they can not wait and said they will put a lien against my house. This is totally not my fault. I work as a nurse, long hours and can not talk at work. I get home at XXXX and that only gives me an hour and a half to work on this issue. In today 's age, this should not be happening. If you take on new loans you best be prepared to download them immediately. I should not have to deal with this stress in my life because of incompetence of the Mortgage Industry.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-11-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: GA

Complaint narrative:
In accordance with the Fair Credit Reporting Act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. 

Account Name : XXXX XXXX Account Number:XXXX Account Name : XXXX XXXX Account NumberXXXX Account Name : XXXX XXXX Account NumberXXXX Account Name : XXXX XXXX XXXX Account NumberXXXX has violated my rights. Or a list of inquiries : 15 U.S.C 1681 section 602 A. States I have the right to privacy. 

15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.

15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2023-11-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
In accordance with the Fair Credit Reporting Act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. 

Account Name : XXXX XXXX Account NumberXXXX Account Name : XXXX XXXX Account NumberXXXX Account Name : XXXX XXXX Account NumberXXXX Account Name : XXXX XXXX XXXX Account NumberXXXX has violated my rights. Or a list of inquiries : 15 U.S.C 1681 section 602 A. States I have the right to privacy.

15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.

15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.

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 non-monetary relief
Consumer complaint received 2023-11-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: EQUIFAX, INC.
State: VA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint regarding the presence of incorrect hard inquiries and inconsistencies on my credit reports with Equifax and XXXX. Despite my repeated attempts to dispute and address these issues directly with the credit reporting agencies, I have encountered limited response and no satisfactory resolution. I urgently need all incorrect hard inquiries and inconsistencies removed from my credit reports without further delay. 

Details of the Complaint : Incorrect Hard Inquiries : My credit reports with Equifax and XXXX contain hard inquiries that are either incorrect, not associated with me, or lack accompanying information. 
These incorrect hard inquiries are negatively affecting my credit score and creditworthiness. 
Inconsistencies : Inaccuracies and inconsistencies are prevalent throughout my credit reports, affecting account information, credit utilization, and payment history. 
These inconsistencies are causing substantial harm to my credit profile. 
I kindly request that the Consumer Financial Protection Bureau intervenes in this matter on my behalf to help expedite the removal of these incorrect hard inquiries and rectify the inconsistencies present on my credit reports with Equifax and XXXX. Accurate and reliable credit reporting is essential to my financial well-being.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-11-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/2023, my XXXX phone and phone number were hijacked and I was unable to use my phone. I contacted my phone provider, XXXX, and informed them of the issue. I was then instructed to buy a new XXXX card. Unfortunately, this did not resolve the problem. 

On that same day, I received notification that my XXXX account was utilized to set up an XXXX account and subsequently used to sign into an XXXX XXXX. I do not own an XXXX and I have never had an XXXX XXXX account. It appears the hackers were able to use my personal information to create an XXXXXXXX XXXX and to gain access to my Chase Bank and XXXXXXXX XXXX  accounts. 

The hackers also deposited a fraudulent check for {$5000.00} payable to XXXX XXXX, and a fraudulent cashiers check payable to XXXX XXXX XXXX, to increase the amount of money that they could steal from the account. Their fraudulent indorsement of the check to XXXX XXXX said for electrical deposit only. I do not know anyone named XXXX XXXX or why Chase allowed that check to be deposited into my account. 

On XX/XX/XXXX, I reported the fraudulent activity to Chase Bank. 

On Monday, XX/XX/XXXX, I went to a local Chase branch and discovered that {$4000.00} was stolen from my account and that the account now had a negative balance of {$5600.00}. 

On the same day, {$2400.00} was stolen from my XXXX checking account. Thus far, XXXX has returned {$2000.00} of the stolen funds and is still investigating the fraudulent transfer of {$400.00}. 

On XX/XX/2023, I received a letter from Chase stating that my claim was denied because Chase found that the transaction ( XXXX ) was processed according to the information [ I ] provided or was authorized. The letter stated that I could contact Chase if I wish to review the information it used in its research. 

On XX/XX/2023, I filed a police report with the XXXXXXXX XXXX  regarding the identity theft that occurred on XX/XX/XXXX. 

I have followed up with Chase numerous times since then. I still have not been able to review any of the information or documentation it used in coming to its determination that no fraud occurred. 

On XX/XX/2023, I contacted Chase seeking clarification on the reason for my denied claims and to request copies of the documentation it used in its research. During the conversation with a Chase representative, I was informed that my Claim # XXXX, amounting to around {$10000.00}, was denied due to the payment being made via XXXX XXXXXXXX XXXX The transaction description read " XXXX XXXX. '' As I mentioned previously, I owned a XXXX phone during the time of the transaction, and XXXXXXXX XXXX XXXX  functionality is exclusive to XXXX. Despite my attempts to explain this to the Chase Bank representative, they ignored my statements and refused to provided me with any documentation supporting its contention that the transactions were authorized.

Company response to consumer: Closed with explanation
Consumer complaint received 2023-11-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
While FHFA made it mandatory effective XX/XX/XXXX for lenders to provide up to 6 months of payment deferral with specific instructions that cumulative cap of 12 months does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral. ( See attached exhibit B ) Shellpoint/NewRez openly defy these regulations by failing to execute a XXXX XXXX XXXX for the current payment deferral which was requested for 3 months from XX/XX/XXXX to XX/XX/XXXX upon exiting a 3 months forbearance. 

NewRez LLC XXXX Shellpoint has previously provided a deferral on the account on or around XX/XX/XXXX due to XXXX XXXX and XXXX XXXX  XXXX shut downs which had occured as a result of nationwide disaster and Gov. XXXX executive Orders related to XXXX shut downs and shelter in place. 
NewRez XXXX Shellpoint were in consistently receipt of monthly mortgage payments for over a year and a half after they issued the said disaster and XXXX  XXXX payment deferral on XX/XX/XXXX. The current payment deferral was requested for 3 months from XX/XX/XXXX to XX/XX/XXXX upon exiting the 3 months forbearance which is not being executed by NewRez LLC/Shellpoint . 


As of today, and despite of their previous pre-approval dated XX/XX/XXXX, the Servicer declined to proceed with Payment Deferral Agreement ( to Extend the term of the loan for the number of months the loan has been in forbearance which is 3 months from XX/XX/XXXX to XX/XX/XXXX ; ) Attached in exhibit A is a public announcement by FHFA stating that the Servicer is OBLIGATED to provide Payment Deferral Option as of XX/XX/XXXX. 

Attached in exhibit B is the XXXX XXXX guidelines issued in XX/XX/XXXX that state : This cumulative cap does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral. 

Attached hereto as exhibit C is the confirmation email by Shellpoint dated XX/XX/XXXX with pre-approval for payment deferment of the accumulated payments inclusive of XXXX payment to the back of the loan which NewRez LLL/ Shellpoint now refuses to execute. 

Shellpoint is OBLIGATED to comply with mandatory FHFA regulations effective XX/XX/XXXX for lenders to provide up to 6 months of payment deferral with specific instructions that cumulative cap of 12 months does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral. ( See attached exhibit B ). 

NewRez LLC /Shellpoints compliance with FHFA regulations is not optional.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2023-11-02 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unexpected or other fees — 
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
Dear XXXX, Subject : Unauthorized Deduction from My PayPal Account I am writing to formally bring to your attention a matter of utmost concern regarding my PayPal account and an unauthorized deduction that has taken place. 

My name is XXXX XXXX XXXX XXXX, and I created a PayPal account " XXXX '' in XXXX of this year. Unfortunately, after using my PayPal account for a few weeks, it was unexpectedly limited, with approximately {$2000.00} in my account. I was unable to resolve the limitation and some senders filed chargebacks totaling {$600.00}, resulting in a balance of {$1400.00}. 

As the 180-day waiting period passed, I received a notification that my funds were eligible for withdrawal. However, upon checking my account, I discovered that my balance had been reduced to {$1200.00} instead of {$1400.00}. 

Upon further investigation, I adjusted my transaction filter to cover the period from 90 days to a year, and I uncovered a disconcerting revelation. PayPal had transferred, or in simpler terms, deducted funds from my balance, claiming that it was a " negative balance. '' I would like to emphasize that I do not have any other account in my name with a negative balance. 

This situation is deeply troubling to me, and I believe it amounts to a case of financial mismanagement and potential theft of funds. I have exhausted all possible channels of communication with PayPal to resolve this matter but have received no satisfactory response or resolution. 

I am reaching out to the Consumer Financial Protection Bureau for assistance and intervention in rectifying this issue. I kindly request that you investigate this matter and help me recover the funds that have been wrongfully deducted from my PayPal account. 

I have attached relevant documents and evidence to support my claim, and I am willing to provide any additional information you may require to facilitate your investigation. 

I look forward to a prompt response and resolution to this matter. Thank you for your attention and assistance in this regard. 

Sincerely, XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation