vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-03-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
To knowingly or willingly employ any device, scheme, or artifice to defraud ; ( b ) To engage in any transaction, practice, or course of business which operates as a fraud upon any person in connection with the purchase or sale of any mortgage loan ; or loan modification ( c ) To obtain property by fraud, willful misrepresentation of a future act, or false promise. ( d ) In any matter within the jurisdiction of the office, to knowingly and willfully falsify, conceal, or cover up by a trick, scheme, or device a material fact, make any false or fraudulent statement or representation, or make or use any false writing or document, knowing the same to contain any false or fraudulent statement or entry. 
To violate s. 655.922 ( 2 ), subject to ss. 494.001-494.0077. 
Commission of fraud, misrepresentation, concealment, or dishonest dealing by trick, scheme, or device ; culpable negligence ; breach of trust in any business transaction in any state, nation, or territory ; or aiding, assisting, or conspiring with any other person engaged in any such misconduct and in furtherance thereof. 
XXXX XXXX from Suntrust engaging in constant concealment and misrepresentation of facts. 
Borrower was charged for items or " Advances whit the borrower already had long paid : This complaint is to address the XXXX/XXXX/2012 $ 107.29 % XXXX/XXXX/2012 alleged advances for which the borrower already paid again part of non existent and concocted modification : 1 ) Borrower was charged {$100.00} which XXXX XXXX from Suntrust is insisting it was not paid! The receipt & even the statement from Suntrust acknowledged the payment of {$100.00} ( see attached ) 2 ) Borrower was charged again for the {$210.00} which was already paid back. The amount was subtracted by Suntrust already in from the borrower escrow balance in XXXX 2012. 
-See statement for XXXX/XXXX/2012 Escrow balance as of XXXX XXXX {$2600.00} -See statement for XXXX/XXXX/2012 XXXX/XXXX/2012 the hazard insurance is paid XXXX - {$2800.00} = - {$210.00} Same statement the payment from XX/XX/XXXX adds money to escrow + {$600.00} See escrow balance now = {$390.00} If the advance of {$210.00} would not be subtracted the escrow would be {$600.00} This is just simple math! How can XXXX Bank/Mortgage investigator be so incompetent! 
This is another {$310.00} charged to borrower for payments that were already made!

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 2016-12-06 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
We established an equity line with SunTrust Bank, using our primary residence as collateral several years ago. While we spend six months a year out of state, we have our mail forwarded. Our last monthly statement from SunTrust was recieved on XXXX. We religiously sent SunTrust {$300.00} every month irregardless, depending on hearing from them if there were any changes or problems. Upon returning to our primary residence in XXXX, I recieved a call from SunTrust 's collection department demanding nearly {$4000.00} in late payments plus fees. It was then learned that our payments were increased to over {$800.00} permonth back in XX/XX/XXXX. We checked with our post office and learned that if mailing envelopes from financial institutions do not instruct them not to forward correspondence, the mail is forwarded. SunTrust does not request the post office to not forward mail. This represents both unprofessional and unethical practices on the part of SunTrust. Not only are we faced with dealing with a rather large surprise obligation, but the bank still has the gall to charge fees on top of this unjustice. It is unexcusable for the bank to not try to communicate with us regarding this matter, or to be assured the correspondence be forwarded. When I brought this matter to SunTrust 's attention, they blamed the post office for returning all mail. It should be noted that all other first class mail was forwarded as ordered. This not only caused us a financial burden, but also affected out credit. We believe that SunTrust should have negated the increased obligation since XXXX, advised us of our increased loan payment and we would have gladly gone along with that. It would be interesting to ascertain just how many other customers experienced similiar treatment.

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 2016-06-06 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: IL

Complaint narrative:
I have XXXX private loans where I co signed for my daughter with American Education Services. They continue to misapply our payments as well as report is late to credit bureau. To make matters worst every time we call to resolve the issue the give me a difference payment amount that needs to paid as well as a different amount of days that I 'm past due. For example I called on Thursday XXXX XXXX, 2016. I was told that if I pay {$2200.00}. I 'll be current. I called back Friday, XXXX XXXX, 2016 to confirm amount and was informed that I was told that I 'm 109 days past due and I need XXXX to be current. Today XXXX XXXX, I received an alert on my credit report stating they AES reported me 120 days late. I asked for a copy of my payment history because in XXXX I called and got a similar story so I made the large payment and have been paying monthly since then and they are still claiming I 'm past due. They also informed me that they could not provide me with a copy of my payment history because my loans are now in default. They have gone up on the payment amount from {$500.00} to {$750.00} and now the payments are {$1000.00} a month. They continue to tell methat they are unable to lower payment.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-08-16 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: PA

Complaint narrative:
Had to re certify my income based student loan plan. AES did not obey my request to discontinue automatic payments, and then after my IBR plan was approved, they still took out the prior amount. They set the " effective date '' of the plan in the future.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-20 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: MS

Complaint narrative:
My repayment amount was increased without my awareness by 32 %. This was not within my means. I contacted creditor and they said they " would fix it by next month '', and they did nothing. The next month I withheld payment. They reported XXXX delinquencies ( XXXX for every loan, but it is XXXX debt, XXXX creditor ). It crashed my credit rating by XXXX points. I am trying to buy a house with a State administered down payment assistance program, and this will disqualify me ( will lose {$18000.00} ). 

They say I am in graduated repayment program, that they got my consent for years ago. If this is the case they need to give borrowers notice ( with acknowledgement ) so they can prepare. Their website is quite capable of this, and they are also capable of this with borrowers that pay by mail. When contacted for assistance they force you to consent to terms ( I 'm not sure of the it is a lot of rapid verbal fine print from a script ) before preceding, effectively forcing borrowers to surrender rights. It is the actions of a predatory lender. 

Student borrowers are often signing their first contracts in their lives. Many are not legally entitled to give consent and require a cosigner. It is sad to think their own government and those affiliated ( Universities, chancellors, textbook publishers, etc. ) are all seeking to exploit them. Borrower 's are already paying nearly 7 % more than prime rate, and these funds are coming directly from the government. There is no other entities the government lends to at such high rates.These children are being hoodwinked into paying off debts of previous generations with what should be their retirement funds, while cronies get rich. 

The government should not be engaged in predatory lending, and calling it " financial aid ''. Borrowers that are acting in good faith and repaying what they can, should not financially destroyed. 

I want the multiple delinquency reports ( my only derogatory notices ) removed from my credit report. I want FedLoan servicing to give 90 days notice, with borrower acknowledgement, before increasing a borrower 's agreed upon payments.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-06 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: NY

Complaint narrative:
The monthly student loan payment calculation does not take a borrower 's residence ( city/state ) into consideration. A borrower that lives in XXXX New York will have a different cost of living then a borrower living in XXXX, for example. Although salaries may be higher in cities, high costs of living could leave borrowers with less discretionary income. Considering borrower location would make the monthly study loan payment calculation more reasonable and allow the borrower to have an emergency fund, save for retirement, buy a home, etc.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-24 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: CA

Complaint narrative:
This is a continuation of complaint XXXX, as I believe it was closed in error. 

FedLoans had my complaint closed because they said I was involved in " pending litigation '' regarding my student loans. We filed for Chapter XXXX bankruptcy on XXXX XXXX, and received a discharge, but there was no other litigation involved and the student loans were not discharged. 

About two weeks ago, after I received your notice that my complaint was closed, I started emailing FedLoans daily to ask for status on my Income-Based Repayment application, which was also filed in XXXX and was never processed or responded to. After several days of emails in which my account was still listed as on hold, they told me " You are in bankruptcy, we are not going to process your application. '' I got a bill this week ( in a letter dated XXXX XXXX ) that said my account payment was two days past due ( XXXX XXXX ), still for the {$1100.00} payment amount. 

I have been trying to get resolution on this issue for EIGHT MONTHS now, and it was the main reason my husband and I had to file for bankruptcy in the first place. FedLoans should have adjusted our payment amount to match the IBR, and they still have n't, and now they ended my forbearance and apparently retroactively started making payments due? ENOUGH IS ENOUGH!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-21 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Personal information
Company: Credit Karma, LLC
State: PA

Complaint narrative:
credit report say 's that I lived at XXXX, XXXX XXXX, XXXX. pa XXXX well that is wrong, I never lived at this address..

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-12 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: NY

Complaint narrative:
I called fedloan on XXXX XXXX regarding my intent to pay off the loan because I was refinancing the loan privately. They informed me the amount would be XXXX which was confirmed online and advised I should put a stop payment on the monthly payment so that we do n't overpay if we were going to send a check for the complete loan. We sent and they cashed the full amount. We followed up today and they said we still have over XXXX dollars outstanding. They are unable to tell us how and why and how this figure adds up and how the loan repayment amount was different and how the payment was allocated that resulted in an extra XXXX dollars. 
Please help and request fedloan look into this situation.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-14 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: CA

Complaint narrative:
Went through refinance process with XXXX and elected to pay off XXXX of my XXXX federal student loans, the XXXX with the highest interest rates. Instead of applying the nearly {$6000.00} to those XXXX loans specifically and closing them, Fedloan spread out the nearly {$6000.00} across all XXXX of my student loans even though I have explicit correspondence with my refinance company about which loans are to be paid off with the funds. Fedloan has not resolved the issue and I continue to gain interest on the loans that should be closed due to error on their part.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-06-29 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
My husband, XXXX XXXX, and I filed a Chapter XXXX bankruptcy XXXX restructuring of debt ) in Georgia on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, we filed to covert our case to Chapter XXXX XXXX total discharge of debt ). In XXXX XXXX, we incurred a debt with Suntrust Bank when our checking account was closed out with an outstanding balance. This occurred before our bankruptcy was converted, and therefore, should have been written off by Suntrust when the bankruptcy was discharged in XXXX XXXX, in accordance with U.S. Bankruptcy Code XXXX Suntrust refuses to write off the debt and report it correctly XXXX. I have provided proof that we converted the bankruptcy after the debt was incurred, and my lawyer has sent them a letter stating that, under U.S. Bankruptcy Code XXXX XXXX b ), debts existing at the time of filing under Chapter XXXX are eligible for discharge. 

Since XXXX XXXX, I have spoken with Suntrust representatives numerous times. XXXX representative told me that their bankruptcy department did not remove the debt because our original case was filed in XXXX, before the debt was incurred, and that you can not add new debt at the time of conversion, which is false. I have also been told XXXX times that they would update their records and report it correctly to XXXX. I have also been told that they received my documentation, as well as the letter from my lawyer. 

Today, XXXX XXXX, XXXX, I was informed that Suntrust had none of this documentation on file, and that all they could do was send the account back to their bankruptcy department for review for a third time. I have spoken to XXXX more representatives from Suntrust today, XXXX from their recovery department, and XXXX from litigation. The woman from recovery told me that she would send an email to her supervisor who was out sick today, and he would call me back. The woman from litigation noticed that my account had been sent to their bankruptcy department XXXX times now and asked to call me back after she could look into my account further. When she called me back, she said that it has been taken out XXXX. This is the XXXX time in XXXX months that I have been told this, and I am skeptical.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-08-01 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
I have been a victim of fraud. On XXXX I notified SunTrust that I had some items on my account that I did not authorize and also noticed that I no longer had my card. I advised them that I last used my bankcard on XXXX at XXXX just to purchase a couple of items. I was told to submit an affidavit for the items that I was disputing and was told that I will have a decision within XXXX business days. I contacted them several times within the XXXX business days to get updates. They came back with the decision and stated that they saw no fraud was made against my account because my pin number was used. I told them I had just recently received that new card in the mail and no one had the PIN other than me. Some of the fraud was made using a XXXX ATM. I went to the branch location where the fraud was done and asked if I can review the video from the camera and I was told that they had no way of showing me. I asked if the video was even reviewed and they could never give an answer which makes me think that it might be a SunTrust employee that is associated with the fraud. I was told by the SunTrust employee that I would have to do my own investigation and submit more proof to them. The associated advised me to go to XXXX to request the tapes to be pulled, which I did, and was told that they do n't have the authority to show me and video surveillance and can only be requested from the bank institution or an investigator. I also asked if a signature card was pulled to prove that the signatures on the back of the check did not match my signature but once again my request went unheard. I am requesting a full refund of all of the fraudulent items including the fees and a FULL investigation from SunTrust in house because I feel that SunTrust has frauded me and is possibly frauding other SunTrust members. The items that I am disputing are 2 checking that was deposited into the ATM one for {$910.00} and {$930.00}. There also was an ATM withdrawal for {$500.00} and 5 Wal-Mart purchases totaling {$260.00}. Also I have been a LOYAL customer with SunTrust bank for over 10 years and my account has ALWAYS been in good standings. I used this account for all of my personal banking needs such as receiving my direct deposit from my employer and paying bills. I have also incurred late fees because I am unable to pay my bills due to the fraud on my account.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-01 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: CA

Complaint narrative:
I took out a private student loan from XXXX XXXX XXXX in XXXX for {$10000.00}. I started making payments on XXXX/XXXX/XXXX 6 months after my graduation date. Since then I 've made at least 60 payments over the minimum payment, in addition to paying the minimum payments. As of now I 've paid {$8100.00}, {$5000.00} toward the principle and {$3000.00} toward interest. That would mean that around 62 % is going to toward principle while about 38 % is going toward interest. My interest is variable, has hovered around 5 % since getting the loan and changes nearly monthly. The amount that goes toward interest vs. the amount going toward principal seem to fluctuate monthly as well. One month 26 % of the installment will go toward interest and the next it will be different. I believe I 've paid approximately {$2800.00} over the minimum payments. It appears that those overpayments are not being applied to the principle of the loan. Moreover, the documentation of the loan declares my original amount borrowed as {$10000.00}. My installment amount seems to change every month even though I 'm on a steady repayment system.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: SUNTRUST BANKS, INC.
State: NC

Complaint narrative:
I was pursuing a mortgage with Suntrust and paid them an initial fee for an appraisal of the property. They told me that the appraiser told them that the property is a commercial farm. The property I wish to purchase is not a commercial farm as it only has a XXXX stall barn and about XXXX acres in pasture, AND the appraiser called my real estate agent to discuss the property but he never went to the property. The underwriter did not want to approve the loan due to my debt level and someone fabricated a story about the appraiser saying that the property was a commercial farm was the most important reason for declining the loan. They also were working off an old credit report with lower scores. They refused to listen to me and declined the mortgage. They told me that the appraisal fee would be returned because there is no appraisal but I have yet to see this. My complaint is that they have never returned the appraisal fee. The loan officer was XXXX XXXX based in XXXX, NC.

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 2016-12-06 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: AR

Complaint narrative:
My student loans are being managed by FedLoan Servicing ( Pennsylvania Higher Education Assistance Agency. ) I am currently repaying my loans via the Income Based Repayment plan under which the payment due date was preset by FedLoan Servicing ( unbeknownst to me ). I have attempted to change my due date twice over the past 6 months and have been denied under the grounds that a borrower under the Income Driven Repayment Plan can not request a new due date until they re-certify the following year. I have been unable to find this stated anywhere on the FedLoan Servicing website, nor was it stated in the document that was sent to me titled " Information Regarding Your Student Loan. '' I have requested on multiple occasions via telephone that the information regarding the denial of due date change based on my current payment plan be provided in writing, but FedLoan Servicing has failed to provide this to me in a timely manner. I am due to re-certify my loans next month, and I am not confident in FedLoan Service 's ability to complete my application and request for a new due date properly. Below is the information from the Frequently asked question section of the FedLoan Servicing Website regarding the question " Can I change my due date? '' -- As the FedLoan website states " You can change your due date if your account is not past due. However, we can not change your due date before you make at least one payment toward your loans. If you are entering repayment for the first time, please make your first payment as scheduled before requesting a new due date. '' -- - I feel that FedLoan Servicing is misleading its borrowers and I request that they provide me with all the necessary supporting information and obvious limitations of the Income Driven Plan that I am currently enrolled in.

Company response to consumer: Closed with explanation