vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2024-02-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
The servicing of our mortgage loan was transferred as of XX/XX/2024. We received a letter from the previous servicer stating that our mortgage servicing was being transferred and that if we wanted to make a payment, we could do so by sending the payment on or after XX/XX/XXXX  to Shellpoint Mortgage Servicing, Payment Processing, XXXX XXXX XXXX, XXXX, TX XXXX with a phone number of ( XXXX ) XXXX. There is no way that I am sending a payment to this company without a coupon or even a loan number. I tried to call the phone number that was on the letter, but you need a loan number to even talk to a real person. If you have no loan number, the phone just hangs up. In addition, I signed up on their website, and again, could not make a payment because I don't have my new loan number. So, then I called the prior mortgage company, XXXX XXXX  at ( XXXX ) XXXX to ask how I can make my XXXX payment. They did not have an answer for me. They told me that I should have received a letter from Shellpoint by now and when I told them that I had not received anything from Shellpoint, they said I should just wait a couple of weeks to see if I get my letter. I asked what I should do if I didn't get a letter and the woman told me that she didn't know because Movement Mortgage would not have the information and therefore, could not help me. She also told me that any late charges would be waived with Shellpoint for the next 60 days, but I know that each day after XXXX that the payment isn't made will accrue more interest. The transfer of this loan and particularly the lack of communication/customer service from the new company is unacceptable. I need my new loan number as soon as possible.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2024-02-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: OH

Complaint narrative:
On XX/XX/year> I was approved for a loan modification. I need to be able to send you that approval and screenshots. It was Congratulations you have been approved. There are three trial payments due starting XX/XX/year> for {$1000.00}. Today, XX/XX/XXXX, one day later, I logged on to make the first payment and it says the modification was cancelled due to non payment. Its not due until XX/XX/XXXX! I called Shellpoint and they dont know why and aren't even willing to look into it. Please allow me to send this documentation.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2024-02-01 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/23 at XXXX, a call was made to Chase bank requesting a transfer of money from one of my checking accounts to another. This person ( s ) had stolen my purse and phone. They called and requested money switched into one account. Then proceeded to unlawfully use my cards at XXXX, XXXX, on 3 charges using these debit cards. One of the charges was declined for some reason. They were able to charge the two. Chase had sent out confirmations that I was using my card. The criminals had my phone and somehow were able to use it even though I had a passcode lock. They answered these text or email confirmations. ( I think text but I am not 100 % sure ) Chase bank has denied my claim twice already, stating that I didn't provide enough information and that they are not allowed to do any criminal investigation on their end. They denied my claim also stating that my phone should have been passcode locked, which it was. I have no way of knowing how they got into my car and unlock my phone. So I feel Chase needs to update their protocols on why they deny claims. Technology has advanced. Criminals have ways of getting past code locks on phones as well as cars from what the XXXX XXXX XXXX has told me. I also asked the Detective to request surveillance footage though both dept stores were unable to help. I have an issue with Chase as they have also denied any further review of this situation in order to reopen this claim, and they state that its been past the 30 day claim reopening window. Which I think its not lawful and just a rule created to save them money.In my possession, I have a record of all fraudulent charges, including the ones on my XXXX XXXX, and fidelity credit cards, as well as the ones on my Chase debit cards. I have a date and time stamped parking lot ticket from the day in XXXX XXXX parking lot, as well as all of the records of the charges, the police report filed that shows my XXXX was stolen along with all debit and credit cards, I have a receipt that shows a new phone at XXXX was purchased to replace the stolen phone.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2024-02-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
The bank forced closed my account please notice the XXXX XXXX XXXX to find the fraudulent.

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 2024-02-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: MOHELA
State: TX

Complaint narrative:
I have called almost weekly since the end of XXXX to figure out when interest accrued and/or paid on my account would be refunded and/or removed from my account due to the 0 % interest rate that was SUPPOSED to be active on my account during this time ( XXXX XXXX XXXX  ), but was not. Because of this, I have paid {$400.00} in interest between the months of XX/XX/XXXX and XX/XX/XXXX ( when there shouldn't have been ANY interest accrued ) and have accrued an additional {$200.00} ( which again shouldn't have accrued ). MOHELA has stated twice from former complaints that this would be and actually HAD BEEN done. Interest accrued or paid has NOT been removed or refunded and is continuing to capitalize, therefore the company is providing false information. There is also no timeline for when this will be done because representatives are unable to give any answers from conversations held on XX/XX/XXXX and XX/XX/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 2024-02-01 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with fees charged
Company: AMERICAN HONDA FINANCE CORP
State: NY

Complaint narrative:
On XX/XX/XXXX I called Acura Financial to dispute a {$410.00} upfront tax assessment charge on my monthly statement as the statement also showed a {$310.00} tax credit. In addition I received a letter from Acura Financial Services explaining the tax charge and stating that I only owed {$95.00}. After speaking with the representative, he said he would escalate and call me back. I missed the initial call back, however, I returned the call on XX/XX/XXXX, and spoke with a second representative who after speaking with me placed me on hold so he could escalate the matter. I was on hold for over an hour and then the line disconnected without resolution. I called back two hours later and spoke with a third person who after speaking with me stated that she would speak with the previous person to identify what was done. After being on hold for over another 90 minutes the call was once again disconnected without any resolution. I immediately called back and after expressing that I was frustrated and preferred to speak with a supervisor who could actually resolve the problem the inidividual hung up on me. At this time I'm filing a formal complaint and only seek for the tax assessment charge to be corrected to the {$95.00} which I actually owe and paid on XXXX and have the remainder of the incorrect {$410.00} removed.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2024-02-01 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: Alorica Inc.
State: MA

Complaint narrative:
I paid off a personal loan with XXXX XXXX XXXX on XX/XX/2023. My balance is now XXXX. I went on line and found out that XXXX XXXX had sold my paid personal loan to SYSTEMS SERVICE TECHNOLOGY ( SST ) XXXX XXXX XXXX SST and a representative of the company XXXX XXXX told me that the reason this paid loan was not reported to the CREDIT BUREAU was because they do not have all the files from XXXX XXXX XXXX to file this and report it paid to the credit bureau. XXXX said it could be weeks/months or longer until they can report this loan paid. 
It is very unfair to a consumer who worked hard to pay off this loan and wants its reported to the credit bureaus so my credit score will reflect this payment. I took out this loan in good faith and lived up to my responsibility and now within a reasonable amount of time want this to be reported to the credit bureaus. 
I spoke with a a representative from the FEDERAL RESERVE CONSUMER HELP LINE and he told me to file a complaint with your agency. The representatives name was XXXX. 
XXXX I would appreciate assistance with getting my paid personal loan reported to the credit Bureaus Thank you for your consideration

Company response to consumer: Closed with explanation
Consumer complaint received 2024-02-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL

Complaint narrative:
On XX/XX/XXXX I received a copy of my TransUnion credit report and I noticed an auto loan account being reported as a collection account by XXXX XXXX XXXX. Specifically, a XXXX XXXX XXXX. 

Therefore, I contacted the creditor XXXX XXXX XXXX by phone for additional information regarding the status of the account. However, the customer service department was unable to locate any account with my information in their system. I explained to the representative that I reviewed my TransUnion credit report and the auto loan was being reported as a delinquent account in collections by their financial institution. I also explained to the representative that the automobile was stolen in XXXX XXXX XXXX and the account balance was paid in full by my auto insurance at the time. The claim was settled directly with the XXXX loan department. 

Unfortunately, because the customer service representative was unable to locate any account in their system, they were unable to provide with any additional information and documentation that the account was settled. It was recommended for me to contact XXXX XXXX XXXX by mail. 

On XX/XX/XXXX, I drafted a letter to XXXX XXXX XXXX and TransUnion Credit Bureau which is reporting the delinquent/negative account. I sent the letters via USPS mail on XX/XX/XXXX and have not received a response in writing and/or via telephone.

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 2024-02-01 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Of all my XXXX CDs with the bank, so far I only received XXXX '1099 ' in the mail ( for XXXX  ). I was able to download XXXX '1099 's online including the one I received in the mail. This morning I logged in online searching for the missing '1099 ' for the CD ending XXXX Under the Paperless Setting, I found all my other accounts except for this particular CD. I called around XXXX XXXX  and talked to an associate. Initially, she was not able to see what I see. She told me to do a few steps and then she was able to see what I see. She saw the problem but she couldn't find what caused the problem. She asked me to hold and she talked to the bank 's CD department. After a brief hold, she told me the CD department told her that they have nothing to do with that '1099 ' being missing and asked her to talk to the '1099 ' department. She asked me to hold. Then suddenly the phone was re-routed to the general line. A different person picked up the phone and asked me what I want. After on the phone for more than XXXX XXXX XXXX do I need to repeat myself and explain the problem all over again?

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 2024-02-01 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH

Complaint narrative:
I just received a collections letter for a card that I never applied for or used, that is apparently from back in XXXX  for a balance due now of {$5500.00}. I never graduated high school and have never had a job or income in my entire life. So don't understand how I could have gotten a card with no income or credit and be held responsible for it XXXX  years later! I do not owe this debt! I have never had or applied for a credit card in my entire life.

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 2024-02-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC

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. 

I told the XXXX, Transunion, and XXXX to reinvestigate these account : XXXX XXXX XXXX XXXX XXXX, CA XXXX Account Number XXXX 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 2024-02-01 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Paying off the loan
Company: FIRST HORIZON BANK
State: PA

Complaint narrative:
Have a HELOC with a balance under {$1200.00}. Would like a payoff figure but that requires paying a {$35.00} fee! " Customer service '' is just an automated response.

Company response to consumer: Closed with explanation
Consumer complaint received 2024-02-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
My loan was originally with XXXX XXXX XXXX which has since been acquired by NewRez LLC. 

I unfortunately had a fire at my home which was covered by insurance. A large 6 figure claims check was sent to the consumer ( me ) to start building back my home. NewRez was attached as an additional party.

NewRez states their process is to have the homeowner sign the check and send it to NewRez by which they will, at their discretion, send money to the homeowner for payments. My issue is NewRez REQUIRES an inspection every time money is to be sent to the homeowner, NewRez will then CHARGE THE HOMEOWNER for an inspection that ONLY NEWREZ requires. In the state of Florida, a 4 point inspection is required after any major renovation to be covered by insurance. I'm already paying for a personal inspection, but NewRez WILL charge me for their own inspection. Not even the insurance requires inspections for funds. This is completely immoral and unethical and if NewRez would like to charge an inspection fee to make sure the property meets or exceeds their expectations, it should be the financial responsibility of NewRez.

In addition, there's something unsettling about releasing 100 % of the signed funds to NewRez to be used and given at their discretion. I'd never down ANY of this with ANYONE, EVER, yet this seems to be an acceptable practice for my Lender, whom I pay monthly money to for a home already and who is single handedly preventing access to funds to help me continue paying the mortgage. 

From everyone I've talked to in the industry, this is NOT NORMAL and is behavior that should be reviewed and revised. 

My home incident was in XXXX, we are currently in XXXX. I'd notified NewRez during several conversations, but they only documented the first portion of the process starting in XXXX. This has been the most infuriating part of the entire claims process. Not the contractors, public adjuster, or claims adjuster, but my Lender - NewRez LLC 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 2024-02-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: TN

Complaint narrative:
In Credit Karma : XXXX use an account that was closed and part of a bankruptcy case to decrease my credit score in excess in an unfair way that decreased my credit score by XXXX points. This was unfair discrimination, retaliation behavior in a recent dispute on my credit report and this action XXXX did was not reasonable. In comparison to a recent change to my credit report with this agency I paid down a credit card account significantly. XXXX didn't increase my score fairly as to the same magnitude and fair as they did based on how they decreased my credit score. I feel this type of action on my credit report was discrimination and negligent. They failed to exercise proper care or taken action that is reasonable in regards to my credit information in which that is negligent, retaliatory unfair discriminant behavior.

Negligent Violations Willful Violations

Company response to consumer: Closed with explanation
Consumer complaint received 2024-02-01 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Block, Inc.
State: FL

Complaint narrative:
I have been using the cash app website for a while. I use it to do many transactions. One day I had a transaction where I went to a gas station charge {$20.00}. It did not go through. I didnt charge it again and it went through. The next day my cash app account was suspended and I dont know why. When I called them up and asked, they told me that, I violated their terms of service. I have no idea what they were talking about. They told me that they would provide me with the information. I told them to please let me know quickly Id never did anything and what terms I violated. I told them that Ive had some fraud in my account in the last few months actually in the last XXXX or XXXX months and I wanted to know whats going on. They told me XXXX days ago that they would get back to me and they never did my case XXXX. Cash app is affecting the way I do my business and I get my monies. I am a senior citizen, XXXX XXXX XXXX and I should not be treated this way, especially by a public company. They are frustrating me and delaying me and keep telling me the same thing that the case is open and they will get back to me. Why doesnt Cash App have anybody to answer to then just treat customers like Garbage

Company response to consumer: Closed with explanation
Consumer complaint received 2024-02-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: CrossCountry Mortgage LLC
State: TX

Complaint narrative:
My estranged wife and I decided to go our separate ways and I could not keep up the mortgage payments on my income alone. We tried to rectify the default by putting the home on the market for the full price but we got no offers that would pay off the mortgage and closing costs. I need an additional XXXX  days to get through the short sale process with the mortgage company.

Company response to consumer: Closed with explanation