vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-05-27 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: FL

Complaint narrative:
This is the third attempt to rectify an erroneous report to the credit bureaus by your company. As a result, I have filed a complaint at the CFPB. 
My file is found in your archives/history. 
XXXX AES/XXXX representatives ID # XXXX, have confirmed ( verbally ) that your records reflect a full refund/payoff, however, AES/XXXX continues to erroneously report this account as a Charge-Off to credit bureaus and damaging my credit score. 
AES has verified that : 1. The school issued a full refund within XXXX days and your system reflects account paid in full, 2. I never registered nor attended the educational institution, and 3. This loan was cancelled. 

Please remove this report immediately from all credit reporting agencies, or I will retain an attorney.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-01-26 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: AES/PHEAA
State: WA

Complaint narrative:
My wife had been XXXX for the last 4 years and this has lowered our monthly income. AES has been unwilling to lower my monthly payments or place me on deferment and this has led me to be late and behind with my payments, so they sent me to collections. 
What I would like to do is pay my past due amount ( using my income taxes ) in order to be current, I 'd like them to remove me from default status ( and take me out of collections ) so that I can look into consolidating, and for them to work with me on a lower monthly payment. Currently it 's $ XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-13 00:00:00
Product: Student loan — Non-federal student loan
Issue: Getting a loan — Qualify for a better loan than offered
Company: AES/PHEAA
State: MO

Complaint narrative:
I took out XXXX small student loans from National Collegiate Trust/ American Education Services XXXX I have paid these student loans off. I have letters at my home from NCT that CONFIRM that I have paid these student loans off. I paid them off around 5 years ago. For a few years afterwords, I would receive collection calls from NCT and then from private collection agencies, trying to collect the student loan debt, that I paid off. I would fax the paperwork and I would n't hear from the collection company again. Until probably 3 months later, and it would be a different collection agency trying yet again to collect debt, so they said. Eventually after a few years of this, NCT sent me a letter in the mail saying they were taking ME TO COURT to sue me for the negative balance. I TOLD THEM I HAD LETTERS that said I paid it off. The court drug out for several months, where it kept getting pushed back, eventually at a hearing where I showed the judge that I IN FACT had letters from NCT saying I PAID OFF ALL DEBT OWED, they finally dropped the case against me. TO THIS DAY XXXX It is STILL on my credit report as NEGATIVE debt!!!!! I am trying to purchase a new vehicle, and it does adversely affect my percentage rate I can get on financing, because of the XXXX negative NCT accounts on my credit report. I want these XXXX negative reports to be changed to PAID. AS IT SHOULD BE!!!!!! Because I PAID THEM OFF. They most certainly are not NEGATIVE. And I am really TIRED of dealing with all of this. National Collegiate Trust has been nothing but trouble for me. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-07 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: OH

Complaint narrative:
I re-financed a private student loan serviced by AES. AES received the payment from my new lender on XX/XX/XXXX. AES told me they did not mail a check for the amount of overpayment ( {$470.00} ) until XX/XX/XXXX. The overpayment resulted from a delay in when I applied for a refinancing loan and when the documents were signed. Despite AES 's claim that this check was sent to my new lender on XX/XX/XXXX, the new lender 's servicer did not receive the refund until XX/XX/XXXX. This seems to be an unconscionable delay, as I was charged for XXXX months of interest on this overage amount. A refund of an overpayment should not take XXXX months in this digital age and overpayments appear to be an unavoidable consequence of the delay involved in reviewing refinancing offers. A XXXX issue I have with my new loan servicer ( XXXX XXXX XXXX ) is that the refund of the overpayment was not reflect on my online account - I had to call them to request a special payment history to receive an explanation of how the refund was applied to my balance.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-02-02 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
Debit card was stolen and used to make bad deposits and withdraw cash from my son 's checking account. Additionally, the card was used to make purchases. I reported the lost card immediately upon my son realizing that he did n't have it. Suntrust opened XXXX cases for the reported fraud on XX/XX/2016. On XX/XX/XXXX, I received notification that the cases were opened. On XX/XX/XXXX, after I received notification that my case ( claim ) was denied. On XX/XX/XXXX, I went to a local branch to discuss the case since the customer service telephone service could not give me any details on the denial. The branch VP talked to corporate staff via phone while I was there to better understand the denial and appeal process. I was told that I would receive information via mail about the appeal process. On or about XX/XX/2016, after having received nothing via mail or email, I again went to the branch office to discuss the matter. She again discussed the case with corporate staff via phone in my presence. I was told that I needed to file an appeal if I disagreed with the findings. On XX/XX/XXXX, Suntrust sent me two letters : one that they received my dispute and the second that the rebuttal did n't provide additional information to overturn their decision. On XX/XX/XXXX, my son filed a police report with the local department. On XX/XX/XXXX, I faxed a letter appeal to Suntrust along with copies of the obviously fraudulent deposits as well as the police report. On XX/XX/XXXX, I stopped by the branch office and asked if the VP could help. I told her that I had sent the appeal and received nothing even though the previous correspondence to Suntrust had resulted in almost immediate responses. I emailed her a copy of the letter that afternoon. On XX/XX/XXXX and XX/XX/XXXX, I received emails from the VP inquiring about responding via a " rebuttal form ''. I have received no written response to my XX/XX/XXXX appeal nor have I been reimbursed any of the stolen funds or bank charges due to insufficient funds.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: EQUITY LOANS LLC
State: MD

Complaint narrative:
I was solicited by Equity Prime Mortgage for a refinance on my home after doing a search on line. I finally decided to refinance but had a modification 1.5 years ago. It was clearly on my credit report. The loan officer insisted I was qualified and charged me {$500.00} for an appraisal. I ask him numerous times, are you sure I qualify I had no money to waste. He assured me I did. So I had an appraisal and then I had to have the appraiser come back for a couple of small item which cost another {$150.00}. The it was going back and forth with under writing before XXXX of their employees realized it was a federal law I could not get a refinance until a 2 year waiting period. I ask for money back because I was miss informed and got an appraisal for a loan I would have never gotten had they know the policy. I think the company need an through investigation for their practices and I would like to have my {$650.00} back that I did not have to throw away.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-22 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: CA

Complaint narrative:
My niece needed a student loan to complete her education at XXXX College in XXXX, New York. She asked me, her uncle, if I would agree to guaranty the loan because the lender would not provide the loan without the guaranty. She was told by the lender at the time the loan was committed that if she made regular timely payments after she graduated, the lender would release the guaranty. On XXXX XXXX, 2015, after paying her student loan payments on time for over two years, she submitted an application to American Education Services ( " AES '' ), the loan servicer, on my behalf requesting that I be released as a guarantor of her student loans. She never received a written response to her request. However, I called and learned over the telephone from AES that her request was denied because of her credit score. On XXXX XXXX, 2015, she requested that AES reconsider its decision and release me as guarantor. Her credit score is excellent and there is no reason why I should not be released. As proof of her credit worthiness, she sent a copy of her personal credit report to support her request for reconsideration. Once again, she received no reply to her request. I again called AES and was told that, while my niece is employed full time as a teacher, has made every payment on time and has a good credit score, she has an auto loan and a mortgage. AES said that the amount of debt required AES to decline the request for me to be released as guarantor. It appears that the lender 's promise to release her uncle 's guaranty if she made timely payments is illusory. They never intended to keep the promise. The fact that they never respond to any requests is indicative of their lack of commitment to perform as they promised. Also, the ever changing excuses for refusing to release the guaranty is further proof that the lender is not performing as promised. My niece asked AES if her parents could be substituted as guarantors of the loans. AES refused to consider this and said the only choice my niece has to release me as guarantor is to pay off the loans.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: VA

Complaint narrative:
I pay my mortgage with direct withdrawal from a bank account with the same bank, Suntrust, that owns my mortgage loan. My payment is a little over {$900.00} a month and I pay {$1100.00} XXXX a month ( I just raised the amount to XXXX from XXXX ) with the additional amount put toward my principal. I have specified multiple times ( verbally and in writing ) that this amount was to be put toward my principal. Several months into paying my mortgage, I started receiving a " Prepayment Notice '' telling me they were applying this extra money to my mortgage payment and not to my principal and that now I did n't need to pay my mortgage for XXXX months. The prepayment notice includes the following phrase : " In accordance with Suntrust policy, any amount received over the minimum monthly payment, may be applied to your principal balance. '' The verb " may '' is of course used here to indicate that early principal repayment is possible, though has not been done in this case - even though I have repeatedly asked that it be done and it was being done. I visited the bank after receiving the first of these notices and a banking representative discussed the situation with the " Exception Payment Processing Department '' to again let them know that I am not prepaying my mortgage, but rather prepaying my principal. Instead of correcting the problem, I now have received another of these Prepayment Notices which indicates that Suntrust is not applying my extra payments to my principal and has not been doing so for long enough to have amounted to full prepayment of XXXX - XXXX entire mortgage payments. This is stealing. Can you please help me and the many others who have had this problem?

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-15 00:00:00
Product: Credit reporting — 
Issue: Improper use of my credit report — Report improperly shared by CRC
Company: Credit Karma, LLC
State: WA

Complaint narrative:
no phone number to call company and ask how is checking my credit Loring, See if you 've made progress toward building a credit score. 
You last checked in on XXXX/XXXX/16. 
Credit Karma , Inc., XXXX. XXXX XXXX, XXXX XXXX, CA XXXX

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-26 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: FL

Complaint narrative:
American Education Service ( aka AES ) is the current servicer for my private student loans from XXXX University & XXXX University. I contacted them in regards to obtaining a lower monthly payment amount due to having a reduction in hours at my current job and also to have my due date aligned to the XXXX of every month. I have provided documentation to support my monthly income and expenses, yet they refuse to work with me and will only offer a temporary 3 month deferrment. I suggested a permanent option of reducing my monthly payment from {$700.00} to {$350.00} per month, which they still refused. At this rate, that I am going default will be the eventual outcome,

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-05 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: National Enterprise Systems, Inc.
State: VA

Complaint narrative:
National Enterprise Systems ( NES ), a holder in due course of Private Student Loan originated by XXXX XXXX. NES claims that I am a co-borrower of this loan. I have disputed that I signed this application. The copy of the application provided by NES contains numerous errors including incorrect personal information, references, and contact information including email address.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-08 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: MN

Complaint narrative:
I have about {$15000.00} in Stafford Loans that are serviced by FedLoan Servicing. In the past year, I have had a series of negative experiences with this provider. Most recently, I wanted to use part of an XXXX XXXX XXXX XXXX pay off an unsubsidized loan which totaled just over {$2400.00} with unpaid interest included. My education award was over {$5000.00} so I requested {$2400.00} be sent to FedLoan Servicing with explicit instructions that the money first go towards my unsubsidized loan with the remaining amount going towards another loan. They failed to follow these instructions at all, instead applying the {$2400.00} to all of my loans. I wanted the unsubsidized one targeted because it has the highest interest rate. 

This is in addition to enrollment issues I had to work through during the spring and summer. It started XX/XX/XXXX when I received an email saying I would need to start making payments on my loans. This surprised me quite a bit because I was in graduate school, which should have put all of my loans in deferment. FedLoan Servicing told me that they did not have any verification that I was enrolled in school, and that my school 's Office of the Registrar should send in an enrollment verification form. In the meantime, they put my loans on a one-month forbearance. One month later, I received another email saying I would have to start making payments on loans. FedLoan servicing told me that they did not receive the form. My school 's Office of the Registrar confirmed to me that they did, and offered to fax another copy. This copy was not received either, nor was the following copy. Finally, I asked what I should do differently since what I was doing clearly was n't working, and FedLoan Servicing told me I could upload a document directly to my account, which I did and it was processed. This was the exact form my school had sent three times, all of which were misplaced by FedLoan Servicing. 

Overall, I have become rather displeased with the quality of service I am receiving from FedLoan Servicing. It 's to the point where anytime I want to interact with them, I just assume I 'll have to have multiple conversations with customer representatives to work out mistakes they make.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-11-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: HANCOCK WHITNEY BANK
State: TX

Complaint narrative:
On XXXX XXXX, 2016 I applied on line for a home mortgage with Whitney Bank ( NMLS # XXXX ). On XXXX XXXX, 2016, I received an email from XXXX XXXX ( NMLS # XXXX ), the Residential Lending Officer with Whitney Bank who would be assisting me through the process. In that conversation, I spoke with him about pre-qualification requirements and the XXXX ( XXXX ) XXXX XXXX XXXX Program, a mortgage loan program that provides assistance to cover the borrower 's down payment and closing costs. On XXXX XXXX, 2016 I received a Mortgage Loan Pre-Qualification letter to purchase a home in the " {$350000.00} price range ''. The proposed loan was a Conventional 5 % down payment loan. The loan was also contingent on qualifying for down payment assistance for the XXXX XXXX program. 
On XXXX XXXX, 2016 a final offer was accepted on a house. The executed contract via email was forwarded to XXXX XXXX. The Third Party Financing Addendum of the contract stated that I needed to obtain conditional loan approval by XXXX XXXX, 2016. If for any reason I was not able to obtain financing prior to this date then I could terminate the agreement and have my earnest money refunded. This was highlighted in the email sent to XXXX XXXX on XXXX XXXX, 2016. Closing was scheduled on or before XXXX XXXX, 2016. 
On XXXX XXXX, 2016 I received conditional approval with a few remaining conditions. Conditions were met on XXXX XXXX, 2016. Again, on XXXX XXXX, 2016 I received another approval with conditions that were satisfied in a timely manner for closing. XXXX XXXX failed to deliver final disclosures, and obtain down payment assistance through the XXXX Program in a timely manner. As a result I lost my earnest money and other funds relevant to this transaction. 
Please see uploaded supporting documents and full complaint details.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: CT

Complaint narrative:
This is a complaint related to case number XXXX. In an action that can easily be described as " retaliatory, '' Ocwen Loan servicing , LLC has provided me with yet another incorrect statement for my second mortgage. Ocwen has admitted its mistake in disbursing two payments to the insurance company, XXXX XXXX. On Saturday, XXXX XXXX, I finally received the refund check for the overpayment. I mailed the check to Ocwen on XXXX XXXX. My XX/XX/XXXX statement indicates that Ocwen refused to apply my XX/XX/XXXX {$300.00} payment, which is greater than the typical amount due ( principle + interest ), and continues to demand I pay additional escrow fees in order to compensate for Ocwen 's admitted mistake. I received a letter dated XXXX XXXX from the Office of the Ombudsman ( XXXX XXXX ) that partially addressed the items outlined in my previous complaint, but did not resolve the basic problem caused by Ocwen 's ineptitude. I consider this retaliatory act on Ocwen 's part to be entirely unacceptable.

Company response to consumer: Closed
Consumer complaint received 2017-01-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RUOFF MORTGAGE
State: IN

Complaint narrative:
I was never notified from ruoff my lender that my loan had been sold to XXXX. My payments were returned after I received a letter my mortgage payment was late with a new company I 've never heard of. I 'm furious they also ca n't etc up biweekly payments for another eek or so

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-05 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: AES/PHEAA
State: NY

Complaint narrative:
I have contacted American Education Success ( AES XXXX my servicer of my private XXXX student loan several times since XX/XX/2016 regarding my employment status. I became under employed in XX/XX/2016 and told AES I would not be able to make my payments in a lump sum, but I could make smaller weekly payments via my unemployment and miscellaneous temp jobs. I was told every time " we do not do that '' and " I am sorry we ca n't help ''. Today I received a notice for XXXX that stated my payments for AES/XXXX were 30 days past due, which is not true. I pay a small portion almost every week. 

Yet I still get calls from the collection agency ( which I had to block ) and they are single handedly ruining my credit score. 

My federal loans, and all the other companies I have regular payments to like XXXX understand economic and financial hardship, they work with you, especially when you are still making payments. 

AES/XXXX are honestly just ... .XXXX. It ridiculous there is not some concessions made for those like myself who are still make regular payments and are trying to maintain a good financial standing.

Company response to consumer: Closed with explanation