vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-08-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
I applied with Mr Cooper for refinancing of 3 mortgages First loan : XXXX XXXX XXXX # XXXX Started process in XX/XX/2020 process took much longer than expected originally had 2.75 % interest rate with {$7000.00} lender credit and loan was conditionally approved after sending them all the requested documents and any additional documents within 48 hrs of request. 
due to the delay and long process on Mr cooper side, lender credit has changed and they do not offer that credit anymore. 
one of Mr cooper requirements was a Subordination letter from the HELOC loan ( XXXX XXXX  ) which cost me {$250.00} Tried to call loan processor, underwriter, their manager and no answer or call returns. 
I started working with another lender to stop my losses but I can not get the same deal anymore. I can only get {$570.00} as lender credit I am asking for : 1. {$6400.00} difference in lender credit 2. A letter on a letter head from Mr Cooper stating that they did not process the loan subordination and will not process it- So I can get the {$250.00} refunded from XXXX XXXX  . 

Second Loan : XXXX XXXX XXXX  # XXXX Started process in XX/XX/2020 process took much longer than expected originally had 3.38 % interest rate with {$4000.00} lender credit and loan was conditionally approved after sending them all the requested documents and any additional documents within 48 hrs of request. 
due to the delay and long process on Mr cooper side, lender credit has changed and they do not offer that credit anymore. 
Appraisal was ordered which costed me {$650.00} Tried to call loan processor, underwriter, their manager and no answer or call returns. 
I started working with another lender to stop my losses but I can not get the same deal anymore. I can get the interest rate but not the lender credit I am asking for : 1.  {$4000.00} difference in lender credit 2. Appraisal to be transferred to new lender or appraisal fee refunded. 

Third Loan : XXXX XXXX XXXX Loan # XXXX Started process in XX/XX/2020 process took much longer than expected originally had 3.86 % interest rate with {$3000.00} lender credit and loan was conditionally approved after sending them all the requested documents and any additional documents within 48 hrs of request. 
due to the delay and long process on Mr cooper side, lender credit has changed and they do not offer that credit anymore. 
Appraisal was ordered which costed me {$690.00} Tried to call loan processor, underwriter, their manager and no answer or call returns. 
I started working with another lender to stop my losses but I can not get the same deal anymore. I can get the interest rate but not the lender credit I am asking for : 1. {$3000.00} difference in lender credit 2. Appraisal to be transferred to new lender or appraisal fee refunded.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Credit card or prepaid card — General-purpose prepaid card
Issue: Unexpected or other fees — 
Company: PNC Bank N.A.
State: OH

Complaint narrative:
I have used my PNC Smart access card for years, they have put XXXX dollar worth of fees on my card they used to charge between XXXX cent XXXX cent for foreign transactions but recently they have charged me XXXX to XXXX cents every transaction, They blame the merchant and the merchant blames them considering the fees were taking from my account its PNC who is doing this. I think it is robbery to charge someone fees every time they use their card. I already pay a fee to have the card every month. I have reported them to the XXXX   now I am telling you. PNC does not care about their customers and even if they do charge fees this is during COVID 19 they really shoudnt be charging customers any fees during this time if they had any human compassion!!

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CO

Complaint narrative:
Acknowledgment of information in a response letter to CFPB from Mr. Cooper. 

XXXX XXXX is quoted as stating : " Our records indicate per the Agreed Order, the Proof of Claim ( POC ) amount was {$13000.00}. You were expected to make the first post-petition installment beginning XX/XX/2016, and were to continue making post-petition installments every month thereafter. '' Please review the attached document filed as the objection to the U.S. Bankruptcy Court which was grounds for the original confirmation not being approved. This document shows how the mortgage provider used tactics to delay confirmation hearing as well as the use of false documentation to the Federal courts. Mr. Cooper 's objection claim of XX/XX/2016, stated " Creditor intends to file a Proof of Claim in the approximate amount of {$20000.00} for past due payments ''. 

The mortgage provider 's own documentation in response letters is showing these inaccuracies.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
The 3 Credit Bureaus, TransUnion, XXXX, & XXXX  are reporting accounts that were not authorized by me. 
I have submitted documentations per 605B supporting these fraudulent accounts. The credit bureaus have failed to remove.

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 2020-08-18 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
We purchased ski equipment rental from XXXX XXXX/XXXX XXXX XXXX on XX/XX/XXXX. We reserved the equipment to ski at XXXX XXXX on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX of CO closed all ski resorts to the public secondary to COVID 19. We canceled the ski trip secondary to the government restrictions. We attempted to get a refund with the merchant directly without success. We filed a dispute with the credit card on XX/XX/XXXX for the amount of {$460.00}. Case number : XXXX. I contacted Capital One on XX/XX/XXXX for an update on the dispute and was told on a recorded line that the merchant had not responded to the dispute. I called again on XX/XX/XXXX, after the 90-window established by the federal government, was over and again was told that the merchant had not responded to the dispute and to consider the dispute closed. Today, XX/XX/XXXX, over 120 days after filing the dispute, we were re-billed for the amount of {$460.00}. I contacted Capital One in regards to the re-bill. I was not provided a reason for the re-bill. Customer Service was not able to confirm that the merchant responded to the dispute after reviewing the dispute departments notes and instructed me that I would need to submit a request in writing to have the charges reversed. 
According to XXXX XXXX own dispute policy, if the merchant does not respond within 90 days, the case is considered closed. It has been 120 days since the dispute was filed. 
Second, the merchant communicates directly with the credit card company so how am I supposed to provide evidence that they did not respond other than the recorded conversation I have had with your customer service department? Lastly, I confirmed with Capital One on 2 separate occasions that no response was received from the merchant and the case was closed XXXX 90 days after the dispute was filed. I have closed the account with a balance of {$460.00}, the amount of the re-bill. 
This the second time that Capital One attempted to re-bill me outside of the 90 day window for a dispute. I filed another dispute in regard to the same trip- Case number XXXX. That dispute was filed on XX/XX/XXXX and was closed on XX/XX/XXXX. I called to confirm closure of the dispute in XXXX and confirmed that the dispute was closed by customer service. On XX/XX/XXXX, I was re-billed the amount of the dispute. I spoke to the customer service department at length on XX/XX/XXXX and after a lengthy hold time, was told that the re-bill was " an error '' and the charges were reversed. I received a letter on XX/XX/XXXX confirming that this was a billing error on Capital Ones part. This seems to be a pattern with Capital One in attempt to mitigate loss of revenue.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: BMW Financial Services NA, LLC
State: NC

Complaint narrative:
I was halfway done with my loan payment, before I got into a totaled vehicle accident  which I was not at fault. Issues with the vehicle paint was addressed by me to BMW years before this totaled accident happened, but BMW neglected the issue and did not want to handle it. Their claim after the car was totaled is false and there were no prior damages made by me to the vehicle. I have never skipped a maintenance appointment prior to the totaled accident. GAP insurance and the insurance of the person at fault should have taken care of any difference. I have emails from BMW stating that the loan was paid off. BMW 's lack of honesty and their GAP and Financial departments incompetency have come at a cost that their customers have to pay for the companies mistakes.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I opened a new account with citibabk online with a promotion for new customers for XXXX $ ( promotion XXXX ). After meeting all the requirements to obtain my bonus the bank is declining and not paying The bank has been giving me all kids iof different information, contradictory information and always imposing new requirenmets, last one was they neede a w2 form which was submitted. Then they invent new requirements that were never part of the offer. Last one was that they have no record of my offer however THEY DO. They lied. I have the proof trough the app chat admiring is in my records. 
Bottom line, bank does not want to offer the bonus offer I signed up for despite of my meeting all the requirements.

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 2020-08-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Navient Solutions, LLC.
State: MO

Complaint narrative:
I filed a complaint with CFPB regarding the inclusion of Navient in the Public Records section of my XXXX XXXX report. In response to that dispute, XXXX XXXX now has two Navient accounts that have been reported as included in bankruptcy on my credit report. At the very least these are duplicate accounts and at most they are outright false accounts. I spoke to Navient and they indicated that they have done an investigation, but I have to wait 30 days to get the results. I asked when the letter was sent out and they said it had not been sent out yet, but that the investigation was complete on XX/XX/XXXX. The new entries on my credit report, which caused my score to drop 56 points, are dated XX/XX/XXXX. I have until the XX/XX/XXXX to appeal a decision to fund my business and this is going to drag on past that date, which means I will be denied the funding.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: AR

Complaint narrative:
I pulled my credit to myself because I was alerted by my social security card getting stolen and I see a list of derogatory items that are not mine including a bankruptcy or ( bankruptcies ). These accounts are fraudulent and need to be deleted. Please remove these unknown accounts from my name. My identity has been compromised and this information on my report is very incorrect. XXXX XXXX {$3100.00} XXXX XXXX {$450.00} XXXX   XXXX {$3800.00} XXXX XXXX {$5600.00} XXXX XXXX XXXX {$1100.00} CHAPTER XXXX BANKRUPTCY DISCHARGED XXXX {$0.00} XXXX   XXXX {$2200.00} XXXX XXXX {$1900.00} XXXX XXXX XXXX {$1900.00} XXXX XXXX XXXX {$46000.00} ACCESS XXXX XXXX {$100.00}

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 2020-08-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: AR

Complaint narrative:
I pulled my credit to myself because I was alerted by my social security card getting stolen and I see a list of derogatory items that are not mine including a bankruptcy or ( bankruptcies ). These accounts are fraudulent and need to be deleted. Please remove these unknown accounts from my name. My identity has been compromised and this information on my report is very incorrect. XXXX/XXXX XXXX {$3100.00} XXXX/XXXX XXXX {$450.00} XXXX/XXXX   XXXX {$3800.00} XXXX XXXX {$5600.00} XXXX XXXX XXXX {$1100.00} CHAPTER XXXX BANKRUPTCY DISCHARGED XXXX {$0.00} XXXX/XXXX   XXXX {$2200.00} XXXX XXXX {$1900.00} XXXX XXXX XXXX {$1900.00} XXXX   XXXX XXXX {$46000.00} XXXX XXXX XXXX {$100.00}

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 2020-08-18 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 — Problem getting your free annual credit report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MA

Complaint narrative:
REQUEST FOR FREE ANNUAL CREDIT REPORT!!! 
I believe that each consumer reporting agency has invalidated the true spirit of the Fair and Accurate Credit Transactions Act. The Act first established XX/XX/2003 was intended to establish a plan whereas common American citizens could obtain a copy of their credit reports at least once a year free of charge. Since each credit reporting agency now has marketing divisions such as Free Annual Credit Report, XXXX XXXX and XXXX XXXX, the automation system to obtain the free annual reports is looped into an information request to steer citizens into additional product offers that are excessive and unnecessary. Even though I may have received an approval of an updated credit report from either XXXX, Trans Union or XXXX respectively, it is unfair that I need to do a mail request since I can submit my personal information through the Consumer Financial Protection Bureau ( CFPB ) portal. I  believe that since the CFPB is the sole responsible oversight party of the Fair Credit Reporting Act, its imperative that any additional solicitation of information from the credit bureaus should be blocked permanently. I along with any other citizen should receive a free credit report upon request. The credit reporting agencies are an important aspect of the national banking system to properly function, but the current aggressive marketing campaign soliciting citizens for an arbitrary FICO score has gone too far, including but not limited to XXXX   Boost. We must return to a common ground that is fair for all  consumers in the United States, and we must be able to request additional marketing on our own terms. Accordingly, I am making a request for a free credit report with confirmation number to my attached email address. Thank you.

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 2020-08-18 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 — Problem getting your free annual credit report
Company: EQUIFAX, INC.
State: MA

Complaint narrative:
REQUEST FOR FREE ANNUAL CREDIT REPORT!!! 
I believe that each consumer reporting agency has invalidated the true spirit of the Fair and Accurate Credit Transactions Act. The Act first established XX/XX/2003 was intended to establish a plan whereas common American citizens could obtain a copy of their credit reports at least once a year free of charge. Since each credit reporting agency now has marketing divisions such as Free XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX, the automation system to obtain the free annual reports is looped into an information request to steer citizens into additional product offers that are excessive and unnecessary. Even though I may have received an approval of an updated credit report from either XXXX, XXXX XXXX or Equifax respectively, it is unfair that I need to do a mail request since I can submit my personal information through the Consumer Financial Protection Bureau ( CFPB ) portal. I  believe that since the CFPB is the sole responsible oversight party of the Fair Credit Reporting Act, its imperative that any additional solicitation of information from the credit bureaus should be blocked permanently. I along with any other citizen should receive a free credit report upon request. The credit reporting agencies are an important aspect of the national banking system to properly function, but the current aggressive marketing campaign soliciting citizens for an arbitrary FICO score has gone too far, including but not limited to XXXX   XXXX. We must return to a common ground that is fair for all consumers in the United States, and we must be able to  request additional marketing on our own terms. Accordingly, I am making a request for a free credit report with confirmation number to my attached email address. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: AR

Complaint narrative:
I pulled my credit to myself for the first time in 2 years and I have derogatory items that are not mine including two bankruptcies. These accounts are fraudulent and need to be deleted. Please remove these unknown accounts from my name. XXXX XXXX XXXX XXXX {$590.00} CHAPTER XXXX BANKRUPTCY FILED XXXX {$0.00} CHAPTER XXXX BANKRUPTCY DISMISSED XXXX $ XXXXXXXX XXXX XXXX XXXX {$500.00} XXXX XXXX {$400.00} DEPTEDXXXX XXXX {$2200.00} DEPTEDXXXX   XXXX {$4500.00} XXXX XXXX XXXX XXXX {$2600.00}

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: NY

Complaint narrative:
Hello- My money is escrowed and PHH Mortgage has not paid my property taxes that were due in XX/XX/2020. 

I have been calling them since XXXX and have spoken with at least 10 different escalation agents. My property taxes were due in XXXX. Late fees have been accumulating and I am afraid I am going to be foreclosed upon if they do not take my money out of escrow and pay my taxes. I have a record of all of my phone calls. 

My assigned casemanager XXXX has not returned my calls and I keep being told she's working on it with no answers as to when they will be paid. I just called again and was given the same run around, that I will hear from her soon and she is working on it.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-08-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
I recently needed a copy of my credit report from Experian. When I tried to log on with a recorded user ID and Password I could not access my account. I attempted to call the toll free number listed on the website during the open times listed. The first three ( 3 ) times I made the call I entered my SSN but the recorded message announce I didnt get that and I was unable to speak to anyone. 
Later that day I needed to temporarily unfreeze my account to apply for a credit card. After I was unable, again to reach Experian by phone, I had no other option but to create a new User ID, Password, and PIN. When I logged in, the website recognized my identity. I then attempted to lift the security freeze with all the recent info I had entered. The website did not recognize my PIN and, since I could not reach a customer service representative by phone, I was required to send, by mail, with all info and documentation that could be used to criminally assume my identity, a written request to lift the freeze on my account. 
As I am in the process of purchasing a house I sent the required letter and info through the unprotected U.S.P.S. As the customer service Experian provided was well below sub-standard, and as I do not wish to ever have to rely on Experians lack of competence and support, I requested a permanent lift on my security freeze, further exposing my identity. 
It borders on a criminal offense that Experian requires me to provide all documentation that could easily be stolen from U.S.P.S. control. 
The inability to contact a customer service rep and the inadequate nature of the website made this a horrible experience for me.

I am ccing the Consumer Financial Protection Board and will make a formal complaint on the www.consumerfinance.gov/complaint web page. I am also ccing the New York State Department of Consumer affairs and will make a formal complaint on the website www.dos.ny.gov/consumerprotection/form/complaintform.

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