vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-09-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
Nationstar did a mortgage modification with me 4yrs ago. Now I am trying to remortgage with another bank and they said there is a remortgage on my credit report. I did n't remortgage I did a loan modification. My issue is I have been asking Nationstar since XXXX XXXX, XXXX for a copy of this modification and they have yet to give me a copy of it for the new bank. I have been given numerous excuses as to the reason why they ca n't give it to us. They stated that whom ever did the original modification did n't scan it into the system and that 's why no one could find it. And now it 's going to take 60 days for them to try and locate it. In the meantime I now lose the loan I was trying to get along with the {$500.00} I had to lay out of my pocket for it. 
I told them I find it simply amazing how they can find the " mortgage loan '' that we original did with them in XXXX but yet they could n't find the documents of the " modification '' we did with them ( as they stated " on paper only '' ) only 4 yrs ago!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
We transferred title on property encumbered with XXXX mortgage and note serviced by NationStar Mortgage , LLC. XX/XX/XXXX, on the same day the closing agent, title company paid off the mortgage balance.. 
On XX/XX/XXXX we requested in writing to NationStar a written and recorded proof of Release and Satisfaction of Mortgage, as of this date no response. Our credit reportswith XXXX credit bureaus show said mortgage balance unpaid. Escrow account not involved. 
We are attempting to correct our credit scores prior to purchasing another home. 
Also need written proof the mortgage is recorded as Released and Satisfied.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
I have a mortgage with Quicken Loans and I am having an issue with them. I live in a townhouse XXXX and a portion on the monthly payments to the HOA is to pay a master policy that covers the units. I have lived there for 15 years and have refinanced the property XXXX times. I have always been told by previous lender and even a member of Quicken Loans implied that the master policy provided by the HOA is sufficient to meet the insurance requirements by the mortgage. I have always have an additional policy which I pay for, it is not part of the escrow payment, to provide personal liability coverage as well as coverage for my personal property, my property which I own is not being financed by Quicken Loans. On XXXX XXXX, 2015 I had a water leak in my kitchen that caused damage to the kitchen cabinets. I called XXXX XXXX, the company that I pay for my personal protection and an adjuster was sent and the claim was approved. On XXXX XXXX, 2015 a check was sent out to me. When I received the check I went to deposit it, I was not able to do so because Quicken Loan was also a payee. I called quicken loan I was told to sign the check over to them and that a check would be issued to me within 72 hours from the time they receive it. I paid {$27.00} to have the check sent overnight. They received the check XXXX XXXX and I tried to contact them on the telephone several times to get an estimated date for the return check and the calls were not answered until I sent an email days later asking for a return call. The check was not returned to me until XXXX XXXX. Now my bank, XXXX XXXX XXXX is putting a hold on the check that is payable by XXXX XXXX XXXX until XXXX XXXX because they say that XXXX can not guaranteed that the check will be honored. What does that mean to me? Here we are almost 1 1/2 months later and I have not been able to fix the kitchen. I pay the mortgage, I pay the HOA dues that cover insurance on the building, I pay for my personal protection and Quicken Loans has created the chain of events that are completely unnecessary. The check has " For Payment of Restricted Escrow '' .... What does that mean? I am not required to have that policy, I pay for it out of my pocket, it does not go through escrow, my mortgage payments are up to date. What right does Quicken Loan have over those funds to put a restriction on the check. 
Quicken Loan sent my insurance a condo unit owner 's insurance request they say I authorize them. I have issues with the signing of the agreement. It was not for my policy it was for the HOA policy and that is what I was told.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Seterus, Inc.
State: NJ

Complaint narrative:
I had XXXX in XXXX, told them I knew I 'd become a few months late with payments ( I believe it 's 4 ). They told me we 'd do a modification, not to worry. I filled out all the forms and provided all the documents. The mod arrived in the mail stating a slightly lower monthly payment, a higher int rate than I was already paying ( 3.87 current, 4.0 new ), and extended my mortg from becoming mature in XX/XX/XXXX to XX/XX/XXXX - approx 20 years more! Okay, this seemed crazy for just being behind 4 months. I did not want my mortg extended another 20 yrs, so I asked for a breakdown so I could understand it better. All they gave me was a total payment amount with one including principal and interest and the other was the escrow ( also, they were including my mort payment which I 've always paid through XXXX for over 20 years, and they were adding mortg insurance which I 've never paid in my life ). 
But, simply asked for the breakdown. As of XXXX/XXXX/XXXX on my last conversation with them ( out of approx 10 conversations ) they told me the same thing, that they ca n't let me talk to the loan mod dept person, they are too busy, I have to go through their group of cust serv people. Well, I said that 's fine, but I still did n't get the answers to my letter from XX/XX/XXXX ( as discussed during each phone conversation with them since XX/XX/XXXX ) and there 's no excuse at this point except to think they are doing something wrong and I need to call someone like a lawyer or mediator ( counselor ) to help me. Then someone gets on the phone and says there 's a response time for this type of thing, would I like to know what it is? 
So, I said " really? '' Now, after 2 months, you want to tell me something nobody else has told me on any other previous phone conversation? So, I said " NO! I do n't want to hear it '' at this point there 's nothing he should be telling me that did n't get said in XXXX. Now, I have an appt with XXXX - to meet with a certified housing counselor. I 've been in this house since XX/XX/XXXX. My child was raised here and he 's now XXXX. He just lost his father 2 weeks ago. I do not want to lose my home. I believe they should 've suggested another alternative to save my home since I owed more than it was worth during my last re-fi 5 yrs ago. I still owe more principal that it 's worth, even according to my homeowners insurance co, XXXX, who informed me to obtain a new appraisal. But, I ca n't afford to, according to the city I pay taxes to, whom I had written. If I had known I could n't applied for assistance to reduce the principal, I would 've done so. Now, I believe it 's too late.

Company response to consumer: Closed
Consumer complaint received 2015-09-15 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: CA

Complaint narrative:
I got a loan because work was slow and loan was for rent. 
This was over 4 years ago I lost my job and became homeless could not get a job just 8 months ago I got on XXXX living with mom finally get on my feet still no job but getting progressI get a call from some office and it 's for ace cashLady talking to me like I 'm idiot until I got mad she said they taken me to court blah blahOk is this possible if so I want to fight these guys and old tactic they using that is illegal in CaliforniaSaying took the loan with intentios of not paying it backSo I said listen lady are a you mind read or whatHow can you try to tell me you know why I got the moneyThat 's what you said not meShe like I 'm not the bad guyI said yes you are I 'm not the idiotMy loan was for XXXX $ now they want XXXX $ Take me to court I said I do n't have it when I do I 'll pay what I borrowedBut she said I 'll give you 2 days to pay or they will send to courtGo head loan will be 7 years soonThese dept collectors need to be sued along with ace cashThey give money and charge you 3 times amount like a loan shark last I check that 's illegal wait tho if they take me court I 'll need to pay count fees tooGive me jail time I will not be apart of this ACE CASH scramWhat should I do

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-08 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: MAS FINANCIAL SERVICES, INC.
State: CA

Complaint narrative:
I bought a XX/XX/XXXX Chev Colorado at XXXX XXXX XXXX XXXX ( aka XXXX ) in XXXX XXXX on XX/XX/XXXX. Today is XX/XX/XXXX and I have called them, gone to see them and sent them numerous emails regarding the tags for the car, and to date have received nothing. Also, 2 months after I got the truck the engine 's gone bad. I have paid my pymt each month to the lender, but the dealer has given the 'too bad, so sad ' about the truck not working. The repairs of the engine are almost {$2000.00}, so the truck has sat parked in my driveway since late XXXX. They have been very unresponsive about the tags. So now Im supposed to pay for a truck for the next 5 years that only worked for 60 days after I bought it? I find this such an injustice and what burns me is that I 've had to constantly call them about the tags and the dealer 's last response to me was 'well at least you cant get in trouble cuz you cant drive the truck til its repaired anyway ' ... .really?! That just shows their complete lack of empathy for their customer! I 've been dealing with a jerk at their dealership named XXXX XXXX and another guy ( speaks with an XXXX accent -- he wouldnt tell me his name ). Their DMV rep told me back in XXXX that she 'd get the tags and correction of my address on registration taken care of in about 15 days ... .its been over a month without a reply from them. My issue is not with the lender, but with the dealership.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-01 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I HAVE BEEN ATTEMPTING TO OBTAIN MORTGAGE ASSISTANCE AND I HAVE REQUESTED SEVERAL TIMES THAT MY SERVICER, NATIONSTAR, SEND TO ME A MORTGAGE ASSISTANCE PACKAGE. THEY DID NOT. THIS REQUEST WAS MADE THROUGHOUT THE MONTH OF XXXX. ON THE LAST WORKING DAY OF XXXX - XXXX XXXX - I RECEIVED THE REQUESTED PACKAGE. NATIONSTAR BACK-DATED THE LETTER TO XXXX XXXX, 2015. NATIONSTAR GAVE ME XXXX DAYS TO APPLY AND SEND ALL DOCUMENTS. THAT DEADLINE EXPIRED YESTERDAY. NATIONSTAR HAS, HOWEVER, QUICKLY & EFFICIENTLY SCHEDULED A FORECLOSURE SALE FOR XXXX XXXX, 2015.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-24 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BB&T CORPORATION
State: MD

Complaint narrative:
On XXXX/XXXX/2016, I received an email from by banking institution which is BB & T bank. It stated that I over drafted my checking account. I thought this could not be possible as I had {$1600.00} in my account and my federal tax refund coming in at the same time which was over {$3000.00}. Upon calling BB & T, they stated that yes in fact I did have {$1600.00} in my account in the XXXX of XXXX/XXXX/16 however, their system pulls all debits first and then posts the credits to the account. Even in the debits and credits hit the same day, the debits are always pulled first. Therefore because I had all of my bill pay items hit on XX/XX/XXXX, my account showed a negative first because the tax refund hit my account after all the debits are posted even if it was the same day. I am so frustrated with BB & T. This is just a way for them to make {$36.00} from someone who has way more funds in their account than what they are spending. I feel like the need a 24 hour hotline just so you can call and make sure your purchases the night before wo n't exceed your direct deposit in the morning. I never thought I would get an overdraft fee at the same time when I have {$4800.00} sitting in my checking account. In some way this has to be fraud.

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 2015-05-19 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: BB&T CORPORATION
State: MD

Complaint narrative:
I have disputed the information with the company. However, I have not gotten a response. Unfortunately, I was the victim of identity theft. I have done everything required of me by law to dispute the fraudulent items on my credit report. I sent a letter to " Regional Acceptance '' XX/XX/2014 via XXXX certified mail. The company refuses to honor my rights under the FDCPA & the FCRA as a victim of identity theft to remove the fraudulent inquiry that was submitted without my knowledge, consent and/or authorization. 

Please find attached the notice that was sent out along with the attached certified receipt. Information can be tracked online using referenced information. Thank you for you time and attention regarding the matter.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-05 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: IL

Complaint narrative:
I am contacting you because I have nowhere else to turn, I have SPS as my mortgage company and they have been giving me the run around. They are not giving me a fair review even though I have sent them sufficient proof for them to review my loan for a modification. I had submitted a recent application for a loan modification but it came back with a negative result. They denied me because they verified my income to be low. I will be attaching all those documents with my complaint. My gross income is XXXX and my expenses are XXXX, I have a surplus of XXXX. The income that they verified is XXXX, how did they come to this income? I have sent an appeal with them and I know they are going to have me resubmit again, but why? when it was their error, I need help.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-08 00:00:00
Product: Debt collection — Medical
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: AR Resources, Inc.
State: FL

Complaint narrative:
I received a letter from AR Resources out of Pennsylvania stating I owed a balance and would be reported to collections. I called within 24 hours and the gentleman I spoke with explained I owed this to the physician when I let him know my insurance should 've covered this. When I let him know I never received a bill and would like a copy, he asked " for verification, WHY do you need a copy?! '' I let him know once again I never received XXXX, the hospital name was wrong on the statement they sent and I knew I am legally entitled to XXXX. He interrupted me and said something along the lines of, " oh you know you 're LEGALLY entitled? this is going on your credit if you do n't pay this. Do you understand? '' I asked him to please not interrupt me and tried to finish what I was going to say and he started yelling at me saying that I was ridiculous for not paying this now and I needed to or he was reporting it now. According to the letter I have a right to dispute or pay the bill within 30 days so why was I being threatened with this? I tried to interject his rant and asked him to please transfer me to someone else and he completely refused. I asked him two more times and told him I did not appreciate him being rude to me and he yelled at me that I was rude and he would not help me and " What do you feel bullied and threatended?! '' At this point I ended the phone call. I tried calling back but he answers and each time ahd I do n't feel Comfortable talking to him.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-16 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
I was in a Chapter XXXX Bankruptcy, in XXXX of 2016, I agreed to an consent order to repay arrears owed to Nationstar. 
That ( 1 ) to cure the arrearage, Debtor ( s ) will remit {$2000.00} Instanter, no later than XXXX XXXX, 2016 ( 2 ) the remaining balance of {$700.00} will be cured over nine ( 9 ) months in the amount of {$78.00} per month, due on the XXXX day of each month beginning with the payment due for XXXX XXXX, 2016. 
My bankruptcy was discharged as of XXXX/XXXX/16. I received correspondence as as of XXXX XXXX, 2016 that no payments were applied to my account an now they want to proceed with foreclosure proceedings as of XXXX. I have copies of all payments that were cashed by Nationstar.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-29 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: Paypal Holdings, Inc
State: PA

Complaint narrative:
I have been having statement issues with paypal credit which I tried reaching out to them regarding but no resolution. I was charged a late fee in XX/XX/XXXX and a late fee in XX/XX/XXXX. I have since made the pmts due online. I called today and explained the situation. One of their reps offered to reverse the late fees but said the system would not allow them to put the reversal through. She contacted a supervisor who she claims also tried but again the system keeps kicking them out. I find this very difficult to believe. In the interest of good customer relations and in this age of technology, how is this possible? This is the same company who placed a hold on my account for months for no reason at all and I never complained.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-01-12 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
I have been trying to receive a loan modification from Nationstar for over a year with the help of XXXX. A law firm that I hired that solely is committed to helping people work with Mortgage Companies to avoid foreclosure. I have been denied four different times. Each time the reason has changed. The first time my income and my mother 's income were used, we did not have enough disposable income. My son moved in with me and we used my income and his income Nationstar calculated the numbers wrong and XXXX appealed the denial. A third time the numbers were calculated wrong and another appeal by XXXX that shows we have XXXX in disposable income well over the XXXX disposable income required by Nationstar. The last denial was because the Net Present Value of my home is lower than the XXXX that is owed. My house is now in foreclosure, and the sale date is XXXX/XXXX/XXXX. 
As a XXXX I am absolutely certain a XXXX square foot home on a lot and a half in the XXXX Metro area is worth more than XXXX. The last appraisal that was done on my home was XX/XX/XXXX and the value was XXXX. Furthermore, many exciting things are happening in XXXX. XX/XX/XXXX the voters approved new infrastructure and roads throughout XXXX. XX/XX/XXXX XXXX XXXX XXXX opened XXXX XXXX XXXX an XXXX state of the art XXXX school. And construction is underway for XXXX XXXX homes all within my District. All of these have increased the value of homes throughout XXXX, I find it very hard to believe that my home would be excluded from that increase. 
Also, I have filed a complaint with the Federal Consumer Financial Protection Bureau as well as the Colorado Attorney General. My feeling is that if Nationstar is adjusting numbers and criteria to continue to deny my modification it is not an isolated case and others are also being unfairly denied.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: CA

Complaint narrative:
I reference previous case number : XXXX. My present complaint is against SETERUS , Inc., a loan servicing company, to which the collections on a mortgage loan # XXXX, for property at XXXX XXXX XXXX, XXXX, CA XXXX ( " the Property '' ), was transferred in XX/XX/XXXX. The transfer was done by XXXX XXXX XXXX, XXXX. 
SETERUS has ignored the XXXX XXXX County Superior Court of California 's XXXX/XXXX/XXXX Divorce Dissolution Decree ( Case # XXXX ), in which " the Property '', and all its debts, was awarded to my ex-spouse, XXXX XXXX XXXX. Further SETERUS, has ignored the Court 's XXXX/XXXX/XXXX Order, that " the Property '' be sold. SETERUS has also ignored the Interspousal Transfer Deed, transferring title to XXXX XXXX XXXX XX/XX/XXXX. 
SETERUS continues to post delinquent payments to my credit report, so that I am unable to obtain credit. 
Resolution : That SETERUS, Inc., immediately remove any negative reports made to the Credit Bureaus, using my social security number, name, etc.,. That SETERUS, Inc. obey the Court 's Orders, and cease their harassing behavior toward me ( rude phone calls/notices ). That SETERUS, Inc. pursue the legal owner of " the Property '', XXXX XXXX XXXX, who still resides there. ( I have not resided there for almost three years. )

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: KY

Complaint narrative:
I recently applied for a refinance to my mortgage through Quicken Loans. I had asked about their product where they claim to pay your PMI for you. This would really save us some money each month. After working with their agent, I was told that I did not qualify because I do not have enough equity in my current home. I understand this even though my wife and I have an impeccable record and credit scores. The problem that I have is that if I do not qualify, why do I continue to get email notifications urging me to apply for refinances through them? I constantly receive email notifications from Quicken Loans telling me to apply and asking 'What 's holding me back. ' The emails even allow for a link to apply within them. I wanted to apply for the right product for me, which they said I could not get at this time. Now I receive notifications that I should keep applying. I just want to move forward with the product I want.

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