vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-12-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
XX/XX/2015 I informed Quicken Loans of XXXX Michigan that my property taxes had been reduced by XXXX by phone. The agents name was XXXX he seemed very distant on the phone like he was doing something else and said he would have a loan officer contact me. 
No one ever did so another follow up call was made and this time XXXX said he would get a supervisor on the phone. He promptly hung up on me and I immediately called back. This time I was transferred to a " supervisor named XXXX she told me that the issue would be cleared up " XX/XX/XXXX '' again ignoring my request. I immediately hung up the phone and contacted a loan agent by the name of XXXXXXXXXXXX each and every time I called I did a follow up email to QL knowing I needed to create a paper trail. 

Well XXXX did nothing for my cause so I wrote yet another email to the auditing and escrow I still have had no solution the departments at QL. The problem was they reported again ( lied ) that they paid my property taxes, again this year they always have for the 3 years I have been with them. Ever since I have been with Quicken loans insurance agent has called me concerning payment when my insurance was due last year I had to give him a Echeck to keep my insurance from lapsing. I am tired of this from Quicken loans waiting until the last minute to pay insurance and escrow due. They add to the website I view to see my payments that it has been paid but it has not. One of the employees at QL did pass on to me that they use a 3 rd party vendor to pay all taxes and insurance, without my authorization. 

The last person I spoke to at QL again blew me off XX/XX/XXXX saying it would be fixed XX/XX/XXXX if the could get my money back from the 3 rd party vendor. Included with my XX/XX/XXXX payment was a note figuring out my new payments along with the deducted tax error I have never been late with my mortgage payments with QL, XXXX or XXXX XXXX XXXX in 35 years on any homes I own. I feel as though QL does n't really care once they " have you '' under contract. No matter how high I moved up the ladder the attitude was the same. 
I was shocked when I received my mortgage statement today and opened when they almost doubled. I am very tired of QL and if they have problems paying from my escrow I will create my own escrow and pay it ... .on time with no lies. I have full documentation including cell phone logs to support what I have stated. Sorry about all the typos I can only view XXXX of this page to edit complaint form.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
I submitted my mortgage payment to Quicken Loans on XXXX/XXXX/2016. 
The payment was never withdrawn from my account ending in XXXX. 
When I called Quicken Loans to inquire why that was the case, I was told that Quicken Loans had XXXX similar checking account accounts on file for me. 
I was assured that the incorrect account would be removed, and that my payment would have be redeposited, without affecting my credit because I had paid before being 30 days over due. 
I have called Quicken Loans, but I have only received empty promises that someone would call me back, and that everything will be taken care of. 
No one has called me back, and Quicken loans has not withdrawn any payment from my account, but instead, had referred me to multiple credit bureaus indicating that I am either 60, or 31-60 days late when this is not the case. 
Quicken Loans has not provided me with a good level of service ever since I became a customer. 
Furthermore, even though my insurance was renewed with a effective date of XX/XX/2016, Quicken Loans never made my premium payment, and had not done so until I called to complain on XX/XX/2016. Quicken Loans did not make a payment in my behalf until XX/XX/2016. 

Quicken Loans have never treated me well. 
The following explanation, and my current mistreatment are the basis for my rationale to finally file a complaint with the CFPB : When I applied for to refinance my mortgage, Quicken Loans accepted an appraisal that was based on houses that were not in my neighborhood. As a XXXX, I was shocked when Quicken Loans accepted a blatantly under evaluation that was based on minority neighborhoods, instead of using evaluation from my more prosperous and predominately XXXX neighborhood. 
To further prove my point, even though my house is the exact same as my neighbor 's and had recently undergone a complete renovation, my house was appraised for {$91000.00} less. {$120000.00} for mine, and {$220000.00} for theirs. 
I have brought this to Quicken Loan 's attention before, and nothing was done about it.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-16 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My name is XXXX XXXX XXXX I am the XXXX more then 8 years as XXXX & XXXX. 

I am in the middle of a modification with Nationstar on my home loan here in XXXX XXXX CA After being invited in writing to apply for modification in XXXX and just this XXXX having been approved with an unexceptipal modification offer because it forgot to include the $ XXXX principal reduction alocation. I received approval from XXXX for the priceable pay down I am faced with the fact that Nationstar filed a " Notice of Default '' right in the middle of my loan modification consideration time period. I have become a victim of " Dual Tracking '' I am afraid i will shortly receive a 21 day notice of sale as a result of this mistake. 

I need help to get the Nationstar bank to recall the " Notice of Default '' in direct violation of the " CA Homeowner Bill of Right '', this is an error and i cant get the bank to self correct. 

I need to move forward in a positive way. 


how can your office open a case for intervention?? I have to meet a client in XXXX XXXX. Friday I will leave the usa so we have to move fast as you can understand. 

Please help me

Company response to consumer: Closed
Consumer complaint received 2016-02-26 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: OR

Complaint narrative:
We have been applying for a HAMP loan mod from SPS representing XXXX. We submitted a full financial packet in XXXX and then more in XXXX 2015. We were approved for a HAMP Tier 1 Trial Payment Plan in XXXX 2015, but our gross income input to the NPV was significantly higher than our actual income. We appealed in writing, clearly explaining and documenting our real income. Finally, in XXXX SPS responded to our appeal stating that they had checked and they reaffirmed that they were correct in entering our gross income. They wrote that we needed to pay the inflated trial payment by the first of the previous moth, obviously impossible. 
Three days later we received another letter from SPS saying we were not eligible for HAMP due to the new NPV which showed our gross income at {$2000.00} a moth less than actual. Our new Trial Payment would be almost {$1000.00} a month more than the previous offer. Our HUD certified counselor who had been helping us asked the agent on the phone, which income was right and which was the offer being made. She ( SPS ) told us both income figures were right ( even though wildly different ), and that we no longer qualified for HAMP 1, because we had not paid the inflated Trial Payment, AND that we could no longer apply for HAMP. We would have to pay their SPS offer at over 50 % of our gross income now, increasing to 80 % of our fixed income. 
If we did not, they would foreclose. 
She said there is no appeal to errors on their part on the NPV used to determine a modified mortgage payment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MD

Complaint narrative:
my mortgage company charge me late fee for the last nine months even if i only miss one payment and unable to refund the fee and continue to charge me a monthly late fee.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-16 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
I requested a payoff quote for my mortgage. I received the quote via email. I then paid the entire sum. A few days later I received via email another " payoff '' quote stating that I owed {$250.00}. When I contacted the company they did n't really explain what the additional amount was for. To clarify whether or not I had paid the correct I returned to the original email containing the " first '' payoff quote. It had been changed to {$250.00}, and not the original sum. This is fraud. A company should n't be able to change an original document in an attempt to mislead people into making " extra '' arbitrary payments. The company is Nationstar Mortgage. In addition, during the time I had the loan I paid the payments online the first of the month when they were due. However, despite making timely payments I would receive a monthly statement saying that I paid the mortgage late, and that I owed an additional {$40.00} late fee. I believe this is also FRAUD. It certainly is dishonest. It is possible that other people made unnecessary payments after receiving these statements.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-19 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
I received a letter dated XXXX XXXX, 2016 from the Nationstar that Nationstar is unable to offer me a modification because I am current on my mortgage loan and after reviewing the financial information I provided Nationstar has determined that I am not at risk for missing my payments either because following you have not sufficiently documented a financial hardship, you have enough net income and you have ability to pay your current mortgage payment etc.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-22 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I am XXXX for the XXXX and since the market crashed, I took a pay cut. Based on that, I had to modify my loan ( Mortgage ) so that I could afford my monthly mortgage. During the modification, In the month of XXXX 2015, I submitted my payment as usual. Nation Star who is my lender, removed the money out of my account on XXXX XXXX, 2015 in the amount of XXXX. No that I am attempting to refinance my loan, It was brought to my attention that Nation Star indicated that I was late on my XXXX 2015 payment and it has affected my credit report. I contacted Nation Star and they advised me upon checking their records/notes that it was a mistake and that it should not be noted on my credit report. This has affected me because its stopping me from refinancing my loan so that I can have a more affordable payment and provide for my family.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-05 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MS

Complaint narrative:
In XX/XX/XXXX I was told by XXXX XXXX XXXX that I was approved for a trial modification. In XX/XX/XXXX received a foreclosure sales date. The sales date was removed and my loan was transferred to Select Portfolio Servicing , inc in XX/XX/XXXX. Select Portfolio Servicing, Inc. stated that they did not have any record of the trial modification being offered and that I would have to submit a new modification package. I have submitted modification packages every XXXX months for the last XXXX years. Every occasion I am told that I am denied for incomplete information. In XX/XX/XXXX I was told that I no longer qualified for any home retention options. Because I was offered a trial modification and defaulted. I was never offered a trial modification. I was told that my only options were a short sales or deed in lieu. I choose to do a short sales and submitted paper work within the stated time frame. A sales date for XX/XX/XXXX was scheduled before I was giving notice that the short sale was denied. I contacted HOPE hotline and an investigation was opened. Because of this the foreclosure sales date was postponed. As a result Select Portfolio servicing offered a deed of lieu. I mailed the documents that were required to start the deed of lieu. The next day I received notice that my property was to be sold at foreclosure sale on XX/XX/XXXX. I contact Select Portfolio Servicing in regards to the foreclosure sale and was told because the sales date was so close that it would not be possible to do a deed of lieu. 
After reading countless horror stories from consumers about the treatment that they have received from SPS, I felt my situation would have a better ending. I have done everything within my power to get an affordable modification on my property. But, I have only received lie after lie. So I am filing this complaint on the grounds of LOAN MOD RUN-AROUND, DENIAL OF INFORMATION, AND LIES ABOUT AVAILABLE OPTIONS, and DUAL TRACKING OF LOAN MODIFICATION AND FORECLOSURE.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-26 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PNC Bank N.A.
State: CA

Complaint narrative:
I purchased my home XXXX XXXX, I have never refinanced my home and my mortgage has ALWAYS been escrowed. My current servicer is PNC Mortgage and my previous insurance company was XXXX XXXX XXXX. Im not quite sure of the dates but this is how PNC and XXXX XXXX explained the timeline. 
Around XX/XX/XXXX- XX/XX/XXXX there was an additional payment that was requested from XXXX XXXX for increased dwelling. Somehow PNC never got the request so a notice of cancellation was sent to PNC XXXX XXXX PNC calls the insurance broker for XXXX XXXX and spoke with XXXX . XXXX confirmed my insurance policy was still active XXXX XXXX PNC sends a check to XXXX XXXX XXXX for the renewal payment but the check gets rejected. Once PNC calls XXXX XXXX again, they told PNC that they cancelled the policy XXXX XXXX PNC puts forced insurance on my property from XXXX XXXX to XXXX XXXX for nearly {$3000.00} a year! 
Now for the last 3 months PNC increased my monthly by $ 300 monthly! NOT TO MENTION THAT I DIDNT RECEIVE A SINGLE PHONE CALL UNTIL AFTER FORCED INSURANCE WAS PUT ON THE PROPERTY ( funny how the timing favors PNC! ) I have called both companies multiple times and they always respond with " Let me investigate this and get back to you sir '' I havent received a single phone call from anybody. Im sure {$300.00} a month is nothing to PNC and XXXX XXXX but it is for me. 
Both companies just sit there pointing the blame on each other when IN THE END I GET XXXX WITH A HIGHER PAYMENT!! 
PNC even paid XXXX XXXX when my loan got transferred for a renewal on the previous insurance policy. Ive NEVER had a late mtg payment, my mortgage is ALWAYS escrowed but the way they are handling this, its just not right. I feel very taken advantage of when I did not do anything to cause any of this. Escrow accounts are the responsibility of the servicer, that is why I paid extra monthly. The agreement in the beginning is to trust my servicer to pay for my taxes and insurance when they are due. Im sorry but this is not acceptable

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-13 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: STONEGATE MORTGAGE CORPORATION
State: NC

Complaint narrative:
STONEGATE MORTGAGE CHARGED ME PROPERTY TAX AND HOME OWNERS INSURANCE FOR THE YEAR XXXX, HOME WAS BOUGHT IN XXXX XXXX, ALL THESES FEE 'S WERE PAID AT CLOSING IN XXXX, XXXX XXXX XXXX. THEY CHARGED ME HOME OWNERS INSURANCE FEE 'S OF XXXX. WHICH WAS NOT DUE XXXX, I WAS ALSO CHARGED IN XXXX, WHEN THE POLICY RENEWED IN XXXX XXXX, ON XXXX XXXX I WAS CHARGED XXXX. FOR PROPERTY TAX, WHICH MY TAX BILL DID NOT COME OUT UNTIL XXXX XXXX. WHICH I ALSO PAID AGAIN IN XXXX. THEY RAISED OUR ESCROW ACCOUNT EVERY YEAR WE HAD THE LOAN, THIS YEAR IT WAS RAISED XXXX a month. a total of XXXX a month. THERE IS ONLY XXXX TAX BILLS ON THIS HOME, FROM XXXX, XXXX, XXXX XXXX THEY DEDUCTED FROM ESCROW ACCOUNT THE PAYMENT FOR TAX 'S. XXXX OFFICE SHOWS PAYMENT MADE XXXX XXXX XXXX. EVERY MONTH OUR ESCROW ACCOUNT GOES UP AND DOWN. WE HAVE A USDA LOAN FEE DUE ONCE A YEAR. {$440.00} I HAVE ALL DOCUMENTS TO VERIFY MY ACCOUNTS, ALL STATEMENTS FROM THE BEGINNING OF THE LOAN TO CURRENT. OUR CLOSING PAY OFF IS CHARGED XXXX OVER THE PAY OFF BALANCE. THEY ARE REQUESTING MONEY GO TO OUR ESCROW ACCOUNT, FOR WHAT. WHEN WE SELL THE HOME, WE PAY OUR TAX 'S FOR THE YEAR AT CLOSING. THEY SAID THEY ARE CHARGING ESCROW FUNDS TO GO FOR TAX 'S IN XXXX. I JUST WANT MY MONEY BACK. I HAVE ARGUED WITH THEM FOR OVER A YEAR. BUT I CAN NOT GET ANY WHERE, PULL UP XXXX XXXX TAX COLLECTOR. PUT IN MY NAME XXXX XXXX. SEE HOW MANY TAX BILLS THERE ARE FOR XXXX XXXX XXXX XXXX XXXX XXXX XXXX!!! AND I WAS CHARGED FOR XXXX, THAT EXPLAINS WHY EVERY YEAR I WAS COMING UP SHORT. THEY HAVE HELD PAYMENTS FOR LATE CHARGES, I WAS ONLY LATE A FEE TIMES, WHEN I WAS I MAILED PAYMENTS OF XXXX FOR THE LATE FEE, I HAVE STATEMENTS HERE WHERE THEY BILLED ME, FROM XXXX TO XXXX FOR LATE FEE 'S. I JUST WONDER HOW MANY MORE PEOPLE HAVE BEEN THREW THE SAME THING. I ONLY HOPE IT IS ALL CORRECTED AND I GET MY MONEY BACK.. THANK YOU FOR YOUR HELP XXXX XXXX

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-07-22 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: PNC Bank N.A.
State: PA

Complaint narrative:
I was charged {$140.00} in uncollected fees on my checking account over the XXXX XXXX weekend by PNC Bank

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-28 00:00:00
Product: Bank account or service — (CD) Certificate of deposit
Issue: Deposits and withdrawals — 
Company: PNC Bank N.A.
State: FL

Complaint narrative:
I am Power of Attorney for my XXXX XXXX year old Mother. This POA was written by an attorney, signed by my mother, witnessed and notarized on XX/XX/XXXX. On XX/XX/XXXX it was presented to PNC Bank at the XXXX Branch. After being sent to their legal department it was declined and I could not pay any of her bills with the XXXX accounts in question. After talking to numerous bank employees I got nowhere. I have names and dates and even requested to talk to the CEO of PNC Bank. I have a letter stating this from PNC Bank - ( attached ). I do not agree with PNC 's ruling and request your agency to help in this matter. I have printed the XX/XX/XXXX Short Form POA ( attached ). The POA my mother signed On XX/XX/XXXX ( attached ) in XXXX, Il has all the necessary requirements for a legal and binding POA. The XX/XX/XXXX clearly states " Nothing in this Article shall invalidate or bar use by the principal of any other or different form of power of attorney for property. 
I believe our family has done everything correctly and PNC Bank is putting an unnecessary burden on a very ill XXXX year old XXXX woman and her family by not releasing her money to pay her medical bills. Since XXXX she has been in the hospital numerous times, in a XXXX Il nursing and rehab center and is currently home bound under palliative care with 24 hour around the clock professional care. PNC 's suggestion to me was to solve this problem just bring her to the bank and sign a PNC POA and they would have a notary available. 
Thank you in advance for any assistance your agency can give me in regards to this problem. I do not believe my mother should have to sign another POA form for the bank. 
If the bank does not accept legal documents they should let their customers know what is and is not acceptable to them before a family crisis strikes. I have all names, dates and phone numbers of employees of PNC bank that I have spoken to in regards to this problem.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PNC Bank N.A.
State: CA

Complaint narrative:
I am writing to request that any and all late payment PNC history that has damaged, and is continuing to damage, my credit score be removed immediately. 

The reason for the late payment was solely due to my lack of knowledge that my mortgage loan was transferred from XXXX XXXX to PNC. All of my bills ( Credit Cards, Student Loans, Car Payments, Mortgages, etc. ) have all been paid in full and on time or before the due date for my entire life - that is not an exaggeration. My mortgage history is no different and was on Auto Pay for many years, in full and always on time. However, when the loan was transferred without my knowledge, the Auto Pay did not transfer to pay the bill with PNC. The main reason that I was not aware of this transfer leading to this unfortunate and unfair situation, is that the only information regarding this transfer was done via physical mail and I was not living at that address at that time. I had no reason to suspect any changes, nor did anyone reach out to me via email nor phone. Nonetheless, once I found out about all of this ( XXXX XXXX, 2016 ), I immediately paid the mortgage with PNC in full and set up Auto Pay with PNC. 

Again, I am writing to request that any and all late payment PNC history that has damaged, and is continuing to damage, my credit score be removed immediately. All of my bills ( Credit Cards, Student Loans, Car Payments, Mortgages, etc. ) have all been paid in full and on time or before the due date for my entire life. It is not fair that this situation should be held against me when it was solely due to my lack of knowledge about the account transfer, and not at all due to my lack of paying the bill. 

Thank you for your time. Please feel free to contact me via phone or email for any follow up inquires and/or if you need any other documentation.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: PNC Bank N.A.
State: IL

Complaint narrative:
I applied for a loan modification from PNC BANK and after being ask for a year the re-send the same document over & over I was told by my point of contact twice that the investor did not respond to the modification package, so there for the modification was denied. I have attached a letter with some out lines.

Company response to consumer: Closed with explanation