vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: DC

Complaint narrative:
I was up for re-certification of my income-based repayment plan. On XX/XX/2017, I was advised by a Fed Loan rep that the payment would increase from {$610.00} to over {$10000.00}. I advised the rep I could not afford that payment. The rep stated I could re-certify first then switch to the REPAYE plan, which would bring my monthly payment to around {$700.00}. I followed these instructions and submitted a corrected IBR recert on XX/XX/2017, which was approved. I then submitted a request to switch to REPAYE on XX/XX/2017 with supporting documentation. I called after submitting and was advised it would take about 10 business day to start processing the application. I called on XX/XX/2017 to get a status check. The rep could not provide a status update and failed to acknowledge that the XX/XX/2017 uploaded application. I requested to speak to a supervisor. I spoke to XXXX who noted the XX/XX/2017 application was incorrectly processed as a recert and stated she submitted requests for the application to expedited and I would be removed from IBR and switched to standard. However, she noted that I should receive a letter stating a reduced payment of {$5.00} will be owed and then to call back to ensure the rest of the REPAYE process is initiated. I appreciate XXXX 's help but I am concerned that I will be charged the incorrect amount and will be incorrectly billed an un-affordable amount. In addition to potential credit reporting damage, I am also on the public interest loan forgiveness plan and I am concerned that Fed Loan 's incompetence will impact my eligibility with the program. Please expedite this complaint as my next payment is due XX/XX/2017. I should not be penalized and harmed for following Fed Loan 's directions.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-02-12 00:00:00
Product: Credit reporting — 
Issue: Credit reporting company's investigation — Inadequate help over the phone
Company: Credit Karma, LLC
State: FL

Complaint narrative:
I 'm XXXX years old. I have a full time steady job and make XXXX. I pay no rent and do n't have many bills, I 've been trying to get a car for a while but my credit score always says XXXX not bad or good but just XXXX I need help I really need to get a car I have money for the down payment and monthly payments I just need some sort of credit to help me

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-10 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
On XXXX XXXX, 2015, I filed an affidavit of fraud with Suntrust Bank, after reviewing my bank statement and noticing XXXX ( XXXX ) fraudulent charges for the period of XXXX XXXX, 2015. A total of {$940.00} worth of charges stemming from XXXX, Michigan was deducted from my account using my bank debit card information. After submitting the affidavit of fraud to Suntrust Bank, I was given a refund of {$120.00} for XXXX ( XXXX ) of the XXXX charges. I was told that I would need to contact XXXX directly to inquire about a refund for the amount of {$480.00}, in which I did, and XXXX was able to conduct a payment search, located the fraudulent charge and reimbursed the amount immediately. Suntrust Bank then gave me a provisional credit of {$460.00} for the remaining charges, which included a XXXX of XXXX amount of {$310.00}. Several days later, Suntrust Bank reversed the provisional credit all but {$120.00}, indicating that I have a past history of making payments to XXXX and shopping at XXXX XXXX. I do have a history of making payments to XXXX of XXXX XXXX XXXX, but NOT to XXXX of XXXX, which is were the fraudulent payments all stem from. I do shop at XXXX, but in the XXXX area, and NOT in XXXX. As such, I submitted a rebuttal to Suntrust on XXXX XXXX, 2015, and was then told that it takes XXXX days for the investigators to make a decision. I believe it is absolutely ridiculous that I have to fight a bank that I have been a customer with for over XXXX years regarding fraudulent charges. Further, it is beyond understanding why they were able to refund most of the other charges that were also made in XXXX, but refused to reimburse XXXX of the largest charges.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-10-07 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
statement is attached with this complaint. 
bank charged multiple overdraft charges, they cleared the larger checks first and pushed the account in to overdraft, they did not pay the lower amounts first. i should have been charged overdraft fees only once, rather than multiple times. i believe this is creating you to pay too much extra money. they have unjustifiably charged me about ten times the fee. also they charge extended overdraft fee. 
this has been happening for several years, i have talked to the bank on multiple times, they continue same practices. this is very negative and detrimental to consumer.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-01-23 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
Sun trust bank put a one week hold on a deposit I made on XXXX XXXX, 2016. I have document proof that each of the XXXX checks that made up the deposit were cashed at the respective banks on XXXX XXXX, 2016. Talked with a supervisor on XXXX XXXX, 2016 and was told they would release the money on the next day. They did not and they refuse to explain why the hold is still in place. Statement says the hold will release on XX/XX/2016. This is wrong!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: National Enterprise Systems, Inc.
State: SC

Complaint narrative:
In 2009, I was trying to enroll with XXXX University to earn a XXXX in XXXX. I was told that I did not have the required credits to enter the program. I did not enroll, did not pay the enrollment fees and did not pursue the degree. XXXX received funding through XXXX XXXX in 2009. Since that time, I have been trying to resolve this issue with all parties. Now, XXXX XXXX is contacting me via XXXX, regular mail and by phone numerous times per day even using a spam type of service to call me using my own cell phone number. I have explained that I did not receive these funds from XXXX and was never enrolled. XXXX XXXX has stated it does not matter if I did n't receive the funds that I am still required to pay even if it went to XXXX. They are now telling me that I am going to be facing legal action, seizure of personal property and tax refunds. I can not get them to stop.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-06 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Need information about my balance/terms
Company: AES/PHEAA
State: MI

Complaint narrative:
I am the cosigner of my daughter 's loan. I realized in XXXX she was not making all payments on time, and at that time I contacted The National Collegiate Trust, and told them as the cosigner, I needed to know when payments were not made or were late. I asked for notification to be sent to me. To date I have NEVER heard from them. How can I make something right when I do n't know there was an problem? 

In XXXX, my now ex-husband and I filed a chapter XXXX and I do realize student loans are not covered, and they were not to contact me either while in bankruptcy. I just assumed my daughter wpildhave continued to receive bills, but she said she never did. 
I received my final decree for the bankruptcy in XXXX of XXXX. At that time I contacted my credit union so I could refinance my house. My credit scores were in the XXXX 's and XXXX XXXX. The mortgage manager contacted the senior underwriter and was certain I 'd be able to get a loan. In two weeks time my credit took a dump because of the student loan. Again I have heard nothing from them! 

My daughter was issued court papers and chose to ignore them even after I told her what to write, but I was not given any information about court papers. 
She was issued a judgement today, and the original {$13000.00} is now {$29000.00}. I was not named in the suit and have not received any information about past due payments. I found this out when I went on line to check my credit again and found missing and late payments for National Collegiate. I really do n't understand how I can make something right when I do n't know there is anything wrong. My daughter may, but not always, say something but it is always after the fact. 
It is WRONG that the cosigner is not made aware of what is going on!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: AES/PHEAA
State: NC

Complaint narrative:
I just called FedLoans to see what they offer to people who are relocating for a job. I have to relocate at my own expense, and can not afford pmts until XXXX after I settle in at my new location. They have nothing to offer. They offered a new repayment plan, which would have increased my repayment amount to something that I can not afford. I should not have to do all of that just to postpone my payments for a month to a month and a half. Can the CFPB help with this?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: MD

Complaint narrative:
My wife and I have filed paperwork multiple times with FedLoan Servicing to have our billing combined. This has never happened. I also submitted a large sum payment 2 years ago, and have been trying to get FedLoan Servicing to bill me monthly rather than simply treating my loan as paid ahead. On XXXX XXXX, 2016 I notified FedLoan Servicing of these issues using their online " contact us '' email system. I explained the issues, and asked that they contact me as soon as possible. Other than sending a standard automated response almost immediately after I submitted my online email, FedLoan Servicing has never provided a substantive response to my request. 

My wife had a very similar experience with FedLoan Servicing a couple of years ago to discuss adjusting repayment options after I lost my job. She even filed a complaint with the Department of Education 's ombudsmun because it seemed they did not want to take any actions that would help us pursue income based repayment options reflecting our adjusted income at that time. In response, FedLoan Servicing lied to the Department of Education and claimed they had responded to my wife 's email, although they never had. I share this because FedLoan Servicing seems to have a lengthy history of disregarding communications, offering consumers the illusion of a convenient communication option but then ignoring these communications. It seems likely that this keeps students in repayment plans for as long as possible that are beneficial to FedLoan Servicing under its contractual agreements as a loan servicer, as opposed to actually performing the function of servicing federal student loans. 

No company should profit from servicing loans on behalf of taxpayers in such a poor, underhanded manner. FedLoan Servicing should provide adequate customer service and if the organization does not want to respond to messages submitted via its online log in system, then it should not even offer this as an option as it is a bait and switch. It makes consumers believe they have initiated a communication to address a problem, only to follow up and then continue to be ignored. It 's absurd and must stop.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-05-14 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
I set up Bill Pay with SunTrust Bank. On XXXX I tried canceling the bill pay before XXXX. It would not let me cancel. As a result my account over drafted and I was changed multiple overdrafts. Right now the fees total around XXXX. I am requesting a refund of part of the fees.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: AES/PHEAA
State: TX

Complaint narrative:
I co-signed for a {$6000.00} loan for my son on XX/XX/XXXX. When he failed to make his payments, I paid the loan off in full in the amount of {$7000.00} on XX/XX/XXXX. since that time, I have been harassed by Fedloan Servicing through repeated phone calls and letters that threaten to garnish my wages, report me to credit bureaus, and to assign litigation, even though I have talked with representatives many times by phone.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-08-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: PA

Complaint narrative:
I have a conventional, fixed-rate mortgage with SunTrust Mortgage. They have an escrow for my city/school taxes and homeowners insurance. When my homeowners policy was being paid for, SunTrust paid out the amount of the policy twice - one to the correct insurance company and one to the incorrect insurance company who I do n't have any business relationship with. I 've notified SunTrust of the mistake immediately on XXXX XXXX, they acknowledged that the payment should not have been issued twice, but since then I 'm not able to get the incorrectly issued payment refunded to my escrow account. Phone customer support is not helpful and makes continuous mistakes in handling my issue. Numerous times I was given promises of customer support to call me back, but was only called back twice. I 've escalated the case numerous times but as of XXXX XXXX there is still no refund. I 've asked to talk to the SunTrust Mortgage management, and was told that they would call me back - but they have not called back. I 've filed a complaint with the customer service in SunTrust, but they just closed the complaint form without contacting me and without any comments about the complaint resolution. The customer service that I 've received is terrible - SunTrust Mortgage paid out money from my escrow to a completely unrelated company but is not refunding me that money.

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 2016-12-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: NE

Complaint narrative:
FedLoan Servicing took over as my student loan service provider after I submitted paperwork for Public Service Loan Forgiveness. I did not receive notification from FedLoan Servicing until XX/XX/XXXX, which was in the form of an email that only provided information on setting up my account with them. On XX/XX/XXXX, I received information in the mail from them describing repayment options and student loan forgiveness. They also provided information about my first payment, which was scheduled to be due on XX/XX/XXXX. The letter detailing this information was dated for XX/XX/2016, three days before that first payment was due. 
After setting up my account to see if it was possible that it was a typo and actually meant XX/XX/XXXX, I noticed that my student loans were labeled as delinquent. I contacted FedLoan Servicing today and spoke with a customer service agent, who notified me that my delinquent status would not affect my credit score or my chance for student loan forgiveness. The person I spoke with also notified me that FedLoan Servicing provides a 15-day " grace period '' for payment. This information was not provided to me in any of the documents I was sent via mail or email. 
I do not believe that I was given sufficient notice for payment from FedLoan Servicing, nor was I informed that there is a 15-day grace period to pay until after I called to speak with someone.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-08 00:00:00
Product: Debt collection — Auto
Issue: Taking/threatening an illegal action — Seized/Attempted to seize property
Company: Overland Bond & Investment Corporation
State: MO

Complaint narrative:
Deactivated my car whenever I was a day late making a payment, causing me to miss work.

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed
Consumer complaint received 2016-10-02 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: CO

Complaint narrative:
On XX/XX/2016 I refinanced my SunTrust Mortgage and replaced it with The XXXX XXXX XXXX XXXX. Once XX/XX/2016 hit, the refinance was settled and SunTrust received all of the necessary funds and more to close out my mortgage with SunTrust. I actually received a written note from SunTrust attached here that proves that THEY received the payment to close out their loan and then send me back the additional overpayments ( of course that still has not been received but that is not the key issue at hand ). BUT THE ISSUE is that they still have a lien on my house and wo n't remove that from the county. This is highly offensive because I can not get a home equity line of credit until that lien is removed. What legally can we do to force SunTrust to remove the lien because they claim that they can hold me hostage for 90 days when you will clearly see that they already confirmed that my entire loan was paid off from their email sent almost two weeks ago. Looking forward to learning what pressure you can put on SunTrust so that my new HELOC application with another lender can be processed since I am being held hostage while SunTrust refuses to remove their lien. THIS IS THEIR CONFIRMATION THAT THE ORIGINAL MORTGAGE WAS PAID OFF IN FULL ... ... ... Payoff Processed Dear XXXX XXXX : Your payoff has been processed. 
Payment Details : Process Date Description Amount XX/XX/2016 Loan Paid-in-Full {$560000.00} Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX , CO XXXX Please contact our Client Services if you have questions regarding the above transaction. 
Contact us at XXXX. Our hours of operation are XXXX to XXXX. Monday through Friday, and XXXX to XXXX., ET, on Saturday. 
For our XXXX clients, please contact us using the Relay System at XXXX. The Relay System is not available on federal holidays. 
Thank you for choosing SunTrust Mortgage. 

SunTrustMortgage.com This message is for information purposes only. Please do not respond to this email address. 
The information contained in this message is proprietary and/or confidential. If you are not the intended recipient, please : ( i ) delete the message and all copies ; ( ii ) do not disclose, distribute or use the message in any manner ; and ( iii ) notify the sender immediately. In addition, please be aware that any message addressed to our domain is subject to archiving and review by persons other than the intended recipient. 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 non-monetary relief
Consumer complaint received 2016-07-11 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: Westlake Services, LLC
State: NC

Complaint narrative:
I purchased a XXXX in XX/XX/XXXX but the finance company is not reporting my ON TIME payments to the credit bureau.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-13 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: CA

Complaint narrative:
I consolidated my private loans in 2008 over to XXXX ( XXXX XXXX at the time ) originally held by AES ( American Education Services ) and National Collegiate Trust. Since then XXXX has been the note holder on these loans. About a year ago I begin getting collection calls from XXXX indicating I had a balance remaining from when my loan was consolidated back in 2008 and it has been accumulating interest for almost 10 year. The balance they are saying I owe is {$3.00}, XXXX, most of that is interest on a balance that I never knew was outstanding to a company who no longer holds the notes to these loans. They have begun calling me multiple times a day and disclosed this debt amount to my husband on a line that he uses for work and was at work at the time. XXXX XXXX is not a co-signer or in anyway a party to this an should not be contacted regarding this matter. I only know now that this was them calling because it was the same number that called him, but no messages werre left explaining who was calling and why. This may be a third party collector, but they identify themselves as being the Trust. 

The contact given to my husband : XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-16 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: CA

Complaint narrative:
FEDLoan- I have been XXXX for 8 years. I received a XXXX loan for some XXXX work.FEDLoan is the servicing agency. Although I send the forms in on time for my service year they always find something to deny my application form. example- Principal singed too early ( before the school year was official over ), or I signed too early ( the last days of school are very rushed and we try to get things done early to beat rush ). This date criteria are not stipulated as a problem on their documentation. Also FEDLoan will email me informing me of coming due dates, but will only use regular mail to inform me of their rejections as to prolong lag time between responses, I would assume. How am I going to get a hold of the XXXX? I fulfill my part of the bargain, I want them to fulfill theirs in good faith. 
Thank you.

Company response to consumer: Closed with explanation