vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-05-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CT

Complaint narrative:
I refinanced my rental property in XXXX 2015. In conjunction with the closing, I paid off my old loan, with Nationstar Mortgage, in full and on time. The payoff check was received at the Nationstar mail room on XXXX XXXX, 2015 ( per XXXX tracking ), well before the deadline to make a timely XXXX payment, XXXX XXXX, 2015. For some reason, Nationstar erroneously reported my payment as " late '', and I recently discovered my credit score was negatively impacted. 
I am now trying to secure a financing on a new home, but my credit score is preventing me from doing so. My attorney and I have contacted Nationstar 's customer service department nearly every business day for the last two weeks, asking them to write a simple letter stating I made all mortgage payments on time, I was never delinquent, and it was Nationstar 's error that led to my decreased credit score. 
I am currently in escrow on my new home, and every day that I can not secure financing puts me closer to losing my contract. I have begged Nationstar daily to write me the simple letter acknowledging their error, so that I can use it as evidence of my improperly dinged credit score, and try to rectify the situation. Despite the fact that it was THEIR error, and the fact that it is rapidly becoming more problematic for me, Nationstar claims it has no ability to expedite the processing of my complaint and " credit dispute '', and the customer service department will not connect me to anyone who has more authority or power to write the requested letter. More than a week ago, I was able to open a " credit dispute '', which the customer service representative told me would be the only way to get the letter I am requesting. Every time I have called since the dispute was opened, the representatives tell me I have to wait up to seven business days for a result. This is simply unacceptable! I may lose my contract on my new home because of Nationstar 's delay in correcting their error - an error I only found out about when I was refused financing on my new home! 
I am frustrated, disappointed, and increasingly disgusted by the lack of accountability Nationstar has exhibited, as well as its lack of sympathy for ( or even mere acknowledgement of ) the distress their error has caused me. I am poised to lose my contract on a new home because Nationstar has dragged its feet in the face of its SIGNIFICANT error.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
Nations Star Mortgage forced placed additional flood insurance above mortgage balance. 
Mortgage balance is approximately {$53000.00}, home incurance coverage A {$100000.00}, flood policy {$56000.00}. Mortgage company demanding flood insurance greater than mortgage balance, forcedplaced and charged my account.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-08 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: VA

Complaint narrative:
I have a reverse mortgage with Champion Mortgage. I started the reverse mortgage with XXXX XXXX and was very up front with them about me NOT living in the home, but DO live across the street. I was told 'we'llcross that bridge when we come to it. ' We NEVER came to it. NowChampion wants to foreclose due to me not living in the house. I have been talking to Champion since XX/XX/XXXX to attempt to get this corrected, and everytime I call I get some XXXX new and have to start at square XXXX. Attachedplease find a time line of my contacts the Champion. I do have a cashcontract by way of my broker for {$150000.00}, in Champion 's possessionsince XX/XX/XXXX. Today XX/XX/XXXX I called their 'short sale specialist'XXXX for the second time in XXXX days getting her voice mail asking for areturn call, but that has not happened as yet. I called XXXX XXXX of Virginia and his office contacted HUD and FTC on my behalf. 
I was granted a thirty day postponement on the foreclosure set for XX/XX/XXXX. I have, in my possession as does XXXX XXXX, XXXX appraisals, XXXX from XX/XX/XXXX for {$140000.00} and a second from XXXX for {$170000.00}. Surprisingly the house grew by XXXX square foot in the time between appraisals, without a building permit.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-12 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
I currently have a mortgage with BB & T ( initially XXXX Bank ). The mortgage is on a home I purchased in 2005 for at the time was my Primary residence. We have since converted this to a rental property as the home was no longer able to accommodate our growing family, and we were unable to sell due to market conditions. The mortgage is what would now be considered a predatory loan ( XXXX Interest only 1st 10 years ). In the past month the payment has ballooned as the loan has modified to its amortization stage the payment has increase by more than doubled what is was during its Interest only Phase from {$480.00} per month to over {$1100.00} per month. XX/XX/XXXX anticipating this change I reached out to BB & T to see if they were able to work with us on a refinance or loan modification. We were told we were unable to refinance due to the currently loan to value of approximately 130 %, the loan was not qualified for the HARP program as it is not backed by XXXX or XXXX XXXX ( we are told it is a BB & T/XXXX loan ). In XX/XX/XXXX we proceeded with the Modification/loss mitigation request as we were told this was our only option. After countless hours of works and endless documentation requests over almost 4 months we were told we had been declined for modification to a 30yr fixed program, leaving us only XXXX options keep making a payment we can not afford or let the home go into foreclosure. The reason for decline was that our current rents received cover mortgage payment. What BB & T failed to account for while delivering this decision is that there are Property Taxes, Home Owners Insurance & HOA Fees tied to this property that also require monthly payments. When factoring in these amounts we are at a significant loss.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
LOAN # NATIONS STAR. XXXX My bank wo n't respond to a short sale that has been in the process for over three years. They ignore request from my laywer, realitor .and me for an up or down decesion. they reply it in underwritng for the past three years We have submitted hundreds of douuments.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: VA

Complaint narrative:
We received a notice in the mail regarding foreclosure to our home. We have Nationstar the worst mortgage company I 've ever dealt with. We would have been current on our payment, however they sent back {$3000.00} in payments since XXXX. No letter, no notice until we received something from their attorney. We had paid {$1500.00} in XXXX and with these last few payments we would have been current. However, more legal fees added and " property inspections '' they expect us to pay {$6300.00} for a " reinstatement fee ''. We could use your help please. We were not trying to default and they have put us in this position. Our home is well taken care of and we want to stay.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: IL

Complaint narrative:
I XXXX filing a complaint against Nation Star Mortgage this is my third request with this company noting is being done to resolve the problem i have with this company they are horrible and difficult to deal with Nation Star has on my credit that i have a first mortgage home equity loan i have never had a first mortgage line of credit this is preventing me from doing anything financial with my home i had a second mortgage and it was paid off i have the documentation for that loan i want this problem ti be resolve with this company i am tiered of going no where with this company please help me.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-27 00:00:00
Product: Bank account or service — Savings account
Issue: Using a debit or ATM card — 
Company: BB&T CORPORATION
State: AZ

Complaint narrative:
I have had an account with BB & T since 2014. I had moved as a result I had limited funds in the account. During my move I had experienced a burglary and vandalism which caused me to loose out on some of my income. Due to the circumstances I was in need of some money. I withdrew {$40.00} from the ATM. Approximately a week later I received a notice from the bank advising me that I needed to pay the bank {$140.00}. They explained this was because I only had {$12.00} available during the time I took the money. I apologized and explained that I was not sure what I had, however I was really glad that I had access to it being that I needed gas for my car. I agreed to pay back the {$35.00} since this was the amount I took including service fees. I explained that due to the circumstances that I had faced I did not have over {$100.00} as they had requested. I have a police report of the circumstance that I faced at the time XXXX XXXX Police Department. I also had explained that I was not aware of any overdraft fees that would be incurred being that usually when you get money from the ATM it does not give monies that are not available. I need some assistance in resolving this issue because I do not owe the bank the monies that they are accusing me of and I need for them to accept the monies that were used and nothing extra.

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 2015-10-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: MI

Complaint narrative:
This is a continuation of a complaint I filed back in XX/XX/XXXX against Nationstar Mortgage LLC. The original complaint number was : XXXX. The situation recently has deteriorated significantly. I completed a deed in lieu with Nationstar on the property at XXXX XXXX XXXX XXXX XXXX MI. XXXX. The deed in lieu was accepted, I signed all of the closing documents with a notary at the credit union and after all was done and agreed to Nationstar sent me the " surrender of possession '' agreement as the final step. I signed the agreement and sent it back. Nationstar then took physical possession of the property, assumed responsibility for the utilities, property taxes and insurance. All was done. As referred to in the original complaint, as of XX/XX/XXXX I still had n't received my promised cash for keys check for {$3000.00}. I then asked what was taking so long and they admitted to me they did n't have an assignment of mortgage for the property. When I expressed obvious discontentment at this news, as that 's title fraud, they assured me all was well. It was their plan to get a power of attorney so they could solve this and we 'd be on our merry way. I have assumed since then that my involvement was no longer required as I 'd just have to wait for them to get the power of attorney and I 'd be getting my check eventually. As of XX/XX/XXXX, 15 months AFTER the deed in lieu was completed and executed, executed being the key word here, they are now harassing me to start making payments again or pay off the loan in full. I 've been turned over to collections and I 'm getting calls from Nationstar multiple times daily demanding I set up payment arrangements. I 've now received a document from Nationstar informing me they regret to inform me that my application for deed in lieu has been declined, reason being they ca n't clear the title. They ca n't " decline '' the deed in lieu as it 's already done and in the past. They have had possession of the property via the contract they executed for in excess of 15 months already. Their claim of " unable to clear title '' is outright lunacy. Of course they ca n't release me from the debt. By federal law the debt never existed in the first place. They never attained the assignment of mortgage for the property. At no point has Nationstar been legally authorized to collect money on that property. The assignment of mortgage has to be in place before that can happen. To this day, the mortgage for that property is still legally assigned to XXXX. This is the literal definition of title fraud. I 'm hoping there is a way to send documents with this letter.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-07-20 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: McCarthy, Burgess & Wolff, Inc.
State: SC

Complaint narrative:
XX/XX/XXXX, I filed for Chapter XXXX Bankruptcy. All of my creditors were notified and, payments were made through the XXXX Trustee to all of my creditors. My bankruptcy was discharged/dismissed in XXXX XXXX. Today, XXXX XXXX, I received a phone call from McCarthy, Burgess, and Wolff, indicating that they were calling to collect a debt. A friend of mine also received a letter, addressed to me, from this company. I no longer reside at the XXXX location with my friend, but nonetheless, my friend notified me of the letter. The letter stated that they were collecting a debt from XXXX. I have documentation from the XXXX Trustee that XXXX was paid off through my bankruptcy. XXXX requires written request of pay off verification for which I can request to be sent directly to this company and/or XXXX from the XXXX Trustee. The letter from McCarthy, Burgess, and Wolf stated that the debt was " verified '', however, this is impossible given that the XXXX Trustee has already paid the debt on my behalf and I no longer owe. XXXX is also not reporting any debt to them on my credit reports. This company is attempting to collect debt from me that I do not owe.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-02 00:00:00
Product: Debt collection — Mortgage
Issue: False statements or representation — Attempted to collect wrong amount
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
Nationstar is attempting to collect a debt that has a XXXX balance. 

They are misrepresenting this debt on my credit reports.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NV

Complaint narrative:
I went to may my mortgage online with Nationstar on XXXX XXXX, 2015 and when I went to pay my mortgage there was an additional charge for a transaction fee of {$9.00}. My mortgage payment is not considered late until after the XXXX of each month and if they do not receive the payment they charge 5 % of the amount of the mortgage. If I pay online prior to the XXXX of each month there is no transaction fee. I called and they say it is a convenience charge. Would n't it be convenient for me to pay my mortgage online anytime. What difference does it make that I pay on the XXXX vs. the XXXX or XXXX. They still sweep my account the same day I submit my payment from my checking account and they receive the money before the XXXX. If I sent them a check and they received it each month on the XXXX they would need to process the check and get it cleared from my bank before they credit my account. When I make my payment online it is done automatically. So I ask why they charge on the XXXX a {$9.00} transaction fee when prior to that there is none. Please investigate as I believe Nationstar is ripping the consumer off. 

Thank you for your help

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-13 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: GA

Complaint narrative:
I am once again filing a complaint for Select Portfolio servicing out of XXXX, Utah. 
My loan they claim they are servicing has XXXX as the trustee. Select portfolio is also owned by XXXX. XXXX these banks have, as late last year, agreed to settlements due to fraudulant mortgage practices and have agreed to help the borrowers as part of their settlement. I called Select Portfolio to see if my mortgage would be part of the settlement. I have tried for many years to get a fair modification from Select Portfolio. They claim to have no idea about how the settlement would work or if I am a part of it. I have sent documents, as instructed by both XXXX and XXXX XXXX, to find out if the trust my loan is part of will be getting funds from the settlement. 
In the mean time, although I had talked to Select Portfolio telling them what I had done and that I would not be hearing from either bank for a couple of weeks, they have foreclosed on my house. The sale date is XX/XX/2016. I believe I should not be foreclosed on while I wait for information on settlements from XXXX banks that select portfolio is heavily involved with and I demand they hold off on the foreclosure process until they know if my loan is part of the settlement from their parent company, XXXX XXXX or from the trustee bank XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-08 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
I got a loan from Regional Acceptance Corporation address XXXX XXXX XXXX XXXX NC XXXX. The loan was for XXXX and with an accumulating interest of XXXX that was in 2011 now they still want me to pay another XXXX to pay off for car which I brought. I talk to them and gave an offer they refused and demanded that I pay or they want to reprocess the car and after they sold it I will still owe the differences. I paid a total of XXXX for a loan of XXXX, although, it was not a fair deal but that it what I could do at this time. I would like to file a complaint against this corporation so you can assess and evaluate the situation for a fair result. Awaiting for your answer, thank you, a suffering customer

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-08 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MT

Complaint narrative:
I am a Capital One cardholder. My payment due date is XX/XX/XXXX. On the business day of XX/XX/XXXX, I attempted to make my payment using the Capital One mobile app. The app, which has experienced significant challenge and seems inoperative much of the time, would not accept my payment. I next called the Capital One customer service department. I spoke to an agent and explained the reason for my call. He then told me he would be processing a payment but that I would get a late fee. I asked for a supervisor and received one. The supervisor told me that the payment was made by the previous representative and that I would be able to get the late fee waived. She specifically looked and told me the prior agent had processed my payment during the very call we were then on. 

The next day I called to make sure the payment had been made. When I found that it had not, I asked again for a supervisor. The supervisor explained that no payment had been processed by either the customer service agent or supervisor the day prior. I then made yet another payment. 

I want to make this complaint because it is in Capital One 's interest to improperly process payments. They make considerable sums of money on the late fee scheme. Had I not called in just to make sure, the payment would have never been made and Capital One would have surely notified the credit reporting agencies of my failure to make a payment on my account. 

Customer service in general is on the downward spiral, not just at Capital One, but everywhere. Extensive voice mail systems with prompts that go nowhere or do not address the issue and an over reliance upon one-way web site customer service is rampant and worsens with every day.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-29 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: CNG FINANCIAL CORPORATION
State: CA

Complaint narrative:
I applied and received a loan from Check n Go. During my time with them I received XXXX late payments, which were wrongfully pointed to me. When I contact them about it they said that if I paid my account in full those late payments will drop. I pay around {$2700.00} to have those late payments removed and they have not. I contacted them and they are saying those late payments do belong to me, which even if they do, they said they would clear it if I was to pay the entire amount in full. I would please like these two late payments to be removed from my credit history.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-19 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
NATIONSTAR mortgage is charging ridiculous amount for escrow & NOT returning overages! If I send more money, they make up charges to absorb extra funds, so again they do NOT have to return funds or apply funds to principle.

Company response to consumer: Closed with explanation