vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-20 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: MA

Complaint narrative:
First, I was paying off a loan under my mother 's name via direct debit from my bank account, and Navient picked up the loan mid-way through the repayment term. They not only stopped the payment from coming out without letting me know, but did n't contact me or my mother until over {$200.00} was accrued past due. I called multiple times and was either cut off during transfer or continually transferred to the incorrect department. Has since been resolved, but SUCH a hassle. 

Also, I had XXXX loans paid off upon purchasing my new home ( money gained from sale of old home was used to pay off XXXX private loans ). I was awarded a refund check for amounts overpaid but I am pretty sure I should have received more and never really got a good explanation as to why I was refunded such a small amount. On top of that, it has been over a calendar month since the refund check was " issued '' and I still have not received it. Now, I have to have them cancel the original check, send in a request for a new one ( 10 business days ) and wait for them to re-send the new check ( another 8-10 business days ). This is not a customer-friendly way to run a business that deals with SIGNIFICANT amounts of peoples 's hard earned money. 

I do n't 100 % understand how these loans work, but I know my interest rates ... and from looking at my monthly payments and how LITTLE actually comes off of the principal balance, there HAS to be something fishy going on there. 

Finally, I received my tax documents and for a year 's worth of student loan payments, ( mind you, balance was over {$19000.00} most of the year ), I could only claim {$45.00} in interest? That does n't seem right.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-16 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: AZ

Complaint narrative:
loan XXXX, loan serviced by Ocwen ; Ocwen will not admit that their creation called Shared Appreciation Mod is dead and cancelled. Signatures are not real by either party. 
Ocwen keeping the mod alive in order to keep the payments made. A new loan mod requested has been submitted.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-13 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: MI

Complaint narrative:
When I was in college ( XXXX XXXX ) in 2007 my school told me to pulled private loans for me because they said I did not have enough money to finish. I should have had more then enough from the government. They took my loans to all these different banks and by the time they finished I owe money in transfer fees and the interest rate that they changed accrued on the loans. I NEED THE PRINCIPLE LOWERED. EVERY STUDENT IN DEBT NEEDS A LOWERED PRINCIPLE.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-14 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: Portfolio Recovery Associates, LLC
State: NV

Complaint narrative:
This company is reporting an account and after two attempts to get details on the account, they have yet to respond. What they send is nothing but a statement. I am asking to see more information about this debt such as the proving the statue of limitations has not expired, a break down of all monies owed and documentation that I agreed to pay what they say I owe.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-13 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: Ocwen Financial Corporation
State: MA

Complaint narrative:
I applied for a mortgage modification in XXXX, 2016 under XXXX. On XXXX XXXX, 2016 I spoke to a representative from my mortgage company ( Ocwen ) about the terms they were offering to me. I was told that the interest rate would be 2.0 %, the payment would be {$740.00}, the principal was {$160000.00}, and from the principal {$50000.00} would be forgiven, lowering the principal to {$110000.00}. I was also told that these figures would change SLIGHTLY after my XXXX trial payments were made and that I would get the final amounts after I had made XXXX out of the XXXX payments. They said they were unable to give me anything in writing until the trial payments were made. So I entered into the modification trial period. 
When I received my final modification documents, the slight change was that only about {$5000.00} would be forgiven each year for the first 3 years, and that {$33000.00} would be held in reserve and added to the principal upon sale or refinance. When I asked about this, I was told that the representative must have given me the wrong information and they were sorry. 
I feel that Ocwen deceived me and falsely enticed me to enter into XXXX set of terms, then after I agreed to the modification, they changed the terms. I believe this is a violation of XXXX XXXX, unfair and deceptive business practices, as well as a violation of my rights under the CFPB.

Company response to consumer: Closed
Consumer complaint received 2017-01-15 00:00:00
Product: Credit card — 
Issue: Unsolicited issuance of credit card — 
Company: Paypal Holdings, Inc
State: IL

Complaint narrative:
I am an infrequent user of PayPal. I only use their services when it is the only option provided by the merchant. As an extremely casual user, I would never intend to sign up for a PayPal Credit Card. However, it appears that I inadvertently opened a PayPal Credit Card in XXXX of 2015. Unbeknownst to me, this resulted in a hard inquiry to my credit score and it created confusion when I went to purchase a big ticket item last week. 

Last week, I thought I was using the normal PayPal service for an item that cost {$890.00}. When I received the {$890.00} invoice from PayPal Credit, I was extremely alarmed and furious. I immediately called the customer service number, closed the account and paid the remaining balance using my bank account. THIS WAS NOT HOW I WANTED TO PAY FOR SUCH A HUGE EXPENSE. This forced me to shuffle money between several accounts in order to free up enough funds to cover that large expense. My intention was to charge that item to my normal credit card, not be forced to pay for it right away from my bank account. In addition, I lost out on the credit credit reward points that would have been generated from that large purchase. 

I am not a careless consumer and I am not ignorant when it comes to reading the " fine print '' of an online purchase. The fact that I accidentally opened a PayPal Credit Card speaks to the disgusting and obvious predatory nature of this credit line. I am certain that there are people all over who charge items to PayPal Credit thinking it 's going on the credit card linked to their normal PayPal. These people most likely end up with massive late fees and penalties. What a disgrace. I 'm glad that I caught this early, but I am angry that I was hit with a hard inquiry and was forced to come up with {$890.00} on the spot to make this work. 

As a result, I will never use PayPal again. If PayPal is my only option, I will kindly let the merchant know how PayPal treats their customers and take my business elsewhere. PayPal Credit should be closed immediately. I look forward to the class action law suit against PayPal when more people realize that this unsolicited issuance of credit is extremely unethical.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: OR

Complaint narrative:
My loan is serviced through Navient. To my understanding, you are in the middle of a lawsuit with them and I completely agree with all of the grievances that you 've made. If there is any way I can provide information about this case, please let me know. 

The first issue I have is that Navient deliberately postponed my loan payment without me knowing the ramifications. Although I asked them to do this in order to process my Income Based Repayment Plan ( IBR ), I was not aware that I just used the only time I could pause my loan payments without gaining interest. It felt very deceptive. 

They did n't even ask if that was okay to pause my payments, they just did it and told me that I would start paying after my IBR plan was processed. If I was aware that pausing would use my only chance to do this without accruing interest, I would not have had them pause my payments. All in all, it felt that they were just trying to get me to use up my one time to pause in order for them to make money on interest if I paused in the future. 

I also received notifications about my loans to an outdated email address that I had changed and confirmed with them before. So Navient sent me information about my IBR plan to an old email address that I had changed with them over the phone, so I did n't receive it. 

All of this is just frustrating because they make it seem like it 's easy for me to manage my payments ; however, I feel deceived and wronged at every turn. I just want clarity - and when they deliberately use my penalty-free payment pause without my permission and send notifications to an old email address that I knew I changed, it feels deceptive.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-14 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: National Credit Systems,Inc.
State: OK

Complaint narrative:
On credit

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-26 00:00:00
Product: Credit reporting — 
Issue: Unable to get credit report/credit score — Problem getting my free annual report
Company: Experian Information Solutions Inc.
State: UT

Complaint narrative:
I attempted to get my " annual free credit report '' from all three companies online. I was denied, online, by all XXXX. I printed the form and legibly filled it out with my information, I also copied, clear and legibly, my Utah Drivers Licence, US Passport, Employee ID ( with photo on a debit card ), Social Security card, Birth Certificate, utility bills & pay stub. The exact same " package '' was then mailed to all three credit reporting companies. XXXX has replied and sent me the " credit report ''. Experian replied with a form letter stating : " We were unable to honor your request because you did not provide sufficient identification information for us to verify your identity, or the information that you provided was not legible ''.

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 2017-01-26 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: ACS Education Services
State: OR

Complaint narrative:
I am filing a complaint against ACS Education Services for 3 reasons. 
1. My personal information was changed to another client 's information. This was unauthorized and if I had not been vigilant my personal information would have been sent to this individual. I also placed a phone call to this individual to let them know what had happened. The company failed to safe guard my confidential information and this other individual 's information. The company has offered no reparations for this error. 
2. I moved XXXX times within the month of XXXX and my mail from ACS was delayed due to these moves. I was unaware that my loans had become due as I thought I was still in my grace period ( as I am for all my other federal student loans ). Upon receipt of the information I immediately paid the amount due. ACS placed a derogatory mark on my credit report. I saved the envelops of when I received the information and the company maintains that it was not fault of theirs and they can not assist me further with my the derogatory mark, and their is nothing to be done to adjust for the error. I asked to speak with someone in the credit reporting department and they replied that the department does not make take incoming calls or make outgoing calls after I asked to have someone from that department call me. 
3. I live on the XXXX. When I made payment for the account it was on XXXX XXXX around XXXX PST. The payment did not post until XXXX XXXX due to the company 's process and the company reflects that I made payment on XXXX XXXX, instead of XXXX XXXX, the actual day I posted the payment. 
Overall, ACS has failed to safe guard personal private information of their clients and they refuse to assist customers, and have caused extremely damaging information to my credit report ( dropped by XXXX points ).

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-01 00:00:00
Product: Debt collection — I do not know
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: COLLECTION SERVICES OF ATHENS, INC.
State: GA

Complaint narrative:
I have asked Collection Svc Of Athens to validate a collection they are reporting on my credit reports on XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and they have failed to provide anything that would support the fact that they are attempting to collect on a debt without an agreement or contract. Nor have they supplied anything other than a statement on one of the collections. I told them that I would be reporting them to you but they obviously do n't fear you because they failed to delete themselves or answer questions about the debt ( s ) that they are using to damage me financially. Its damaging my credit and it is important to me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: AL

Complaint narrative:
I refinanced my loan with Wells Fargo. It was a nightmare to begin with, but finally we closed in XXXX First payment was due in XXXX. When I got paid on XXXX XXXX I signed in to the website to pay my payment and noticed that it said XXXX XXXX was due date. I contacted Wells Fargo TWICE to verify without a doubt that I did not owe until XXXX XXXX. I was assured both times that I did not owe until XXXX XXXX so I paid off another debt and used the rest to buy things for our baby that is due XXXX XXXX. On XXXX XXXX I get a delinquent tax notice in the mail, even though when we closed it was time to pay taxes and my escrow account had the funds in there AND with the refinance they set aside money as well. I contacted my county, they said that they were not paid. I immediately contacted Wells Fargo and was told that the check was mailed out on XXXX but it had not cleared. I contact XXXX Co again, and they have nothing. The next day, on XXXX XXXX, I get an email from XXXX Co that says they have been paid. I assumed the check was located. Then on XXXX XXXX I get an email from Wells Fargo saying my tax documents had been corrected. I sign on to the website to see what was corrected only to find that I am now 18 days late on my mortgage payment ( the one that is not supposed to be due until XXXX XXXX according to 2 different customer service reps - I still have the emails so its in writing ). I was also charged a late fee. It appears that they never actually paid my taxes like they said, instead they applied the tax money to the account. However, how would I know that when the activity shows the amount held out and they told me that they had sent it? Now I owe a payment that I can not pay until XXXX XXXX at which point I will still be one month behind, 30 days late, incur yet another late fee because XXXX will also be 30 days late and this will be a continuous cycle going forward, every month I will be 30 days late, every month I will pay a {$53.00} late fee, and every month it will continue to destroy my credit. None of this is because of my own actions. I took every measure to ensure that I was not spending money that I owed on that month. I was assured that through the refinance there was left over funds that were applied which is why that payment was not due.

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 monetary relief
Consumer complaint received 2017-02-21 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: JPMORGAN CHASE & CO.
State: AL

Complaint narrative:
I purchases clothing items from XXXX on XX/XX/2017 and after receiving the items I noticed that they did not come from XXXX but a third party. After examining the items, a couple of the items were damaged and the others were of very low quality. I contacted the company by email and requested that the items be returned. All I can get from the company is a run a round and that they will issue me partial refund and I can keep the items. This is not acceptable since the refund is about 1/3 of the cost of the items. The last contact with the company was XX/XX/2017 and still they are insisting on partial refund of the items.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Application, originator, mortgage broker — 
Company: Mortgage Research Center, LLC
State: OR

Complaint narrative:
In  XXXX    XXXX  ,  Veterans United Home Loan told us th at my mother had {$150000.00} to buy a house on an already approved loan. We found the perfect house up in  XXXX , then afte r eight months of telling us to pack up and that the house was going to close soon, it never did. They said that my mother did n't  make enough money. In reality, when talking to a local lender, she would only be approved for {$50000.00}. They said they made a mistake and would send back my earnest money, the amount of {$500.00}, and they were going to put a new team on it and get back to me. It 's now been  five mon ths and they wo n't return any of my calls or emails. They should 've made further inquiry and informed us that I could n't cosign a VA loan with her, and lead us on for a year while taking my money. If the information regarding how large her loan would actually have been and the stipulations of the VA loans made clear in the beginning, I would n't have wasted my time, money, and efforts from the start.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-20 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Communication tactics — Used obscene/profane/abusive language
Company: Diversified Consultants, Inc.
State: NC

Complaint narrative:
I was called at XXXX today by Diversified Consultants about a XXXX XXXX bill of {$680.00}. This was a random call and I really did not have the time to talk, as I was busy. So, I proceeded to ask XXXX XXXX XXXX could I call her back at another time because I was busy and she proceeded with : " well, we are on the phone right now, so why do n't we go ahead and get this settled. What are you going to do about the debt? It has been in collections since XXXX! I was shocked and I told her that that was not the right way to go about the situation especially if someone tells you that they are busy and they will call back. The phone got disconnected and I called back. It was XXXX XXXX again and I asked her if she wanted to try the conversation again. She proceeded with being very rude and nasty to me again ; therefore, I asked for a manager. I was put on hold and XXXX XXXX XXXX, the Supervisor on duty, came to the phone. I expressed to him that XXXX was very rude to me and I even told him what happened ; he replied with " well I understand that, but we are on the phone and you called back so what would you like to do about this debt that has been delinquent since XXXX? '' I was appauled because the professionalism was so horribly portrayed. I could not even carry on a conversation with these people because they were haggling and being very forceful and rude to me.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-16 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: NM

Complaint narrative:
I spoke with XXXX XXXX, from Wells Fargo who was very helpful and suggested I called the estate department. My parents are dead, I inherited the home via a transfer on death dead, and I live in the home and pay the mortgage. Until yesterday Wells Fargo would not give me any information about the loan. I understand the need for consumer privacy but the failure to respond to a legitimate mortgage servicing issue is unreal. 
At the assumption department the customer service department told me that I would have to credit qualify for the loan. I explained to them that I thought that was not accurate since I inherited the home. I spoke with a Supervisor, XXXX XXXX, who explained that she had worked in the department for 14 years and because of the CFPB rules and the Dodd Frank Act I needed to credit qualify. I explained that I had sent in death certificates and the deed and that I should be able to assume the loan under operation of law. I asked her to give me the specific rule that said I needed to credit qualify. I explained that I do n't want to pay on a mortgage for 25 years without being able to take the tax deduction. I think she is incorrect under the Garn St. Germain Act and she refused to mail me an assumption package, she explained that Wells Fargo does n't do that any more. I have been trying to get an assumption package and information about the loan since my fathers death. I think its wrong for Well Fargo to give false and misleading information to their customers and then blame the CFPB for the rule making. This loan originated before the CFPB rules. This is unfair and deceptive and likely happening to hundreds of consumers.

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 2017-01-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: Navient Solutions, LLC.
State: NJ

Complaint narrative:
I have Navient as my servicer. I contacted them several times in XXXX and XXXX about my payments. I pay {$1000.00} a month and the principal has not budged. When I was connected with a representative, I was abruptly told that there is nothing they can do and everything is as low and it can be. I have been paying since XXXX XXXX and no progress has been made. There has to be something wrong with Navient!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-13 00:00:00
Product: Credit reporting — 
Issue: Credit reporting company's investigation — No notice of investigation status/result
Company: Professional Debt Mediation, Inc.
State: FL

Complaint narrative:
Filed the following letters in no response

Company response to consumer: Closed with explanation