vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-06-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
My car was broken into on XX/XX/2020, my wallet, along with my old drivers license and 8 credit cards and 1 debit card were stolen. I filed a police report with XXXX XXXX PD at XXXX XXXX  on XX/XX/2020. 
Officer : XXXX XXXX  XXXX Contact : XXXX XXXX XXXX Police Report # : XXXX My stolen Chase debit card was used at a XXXX gas station in the amount of {$43.00}, When I realized about unauthorized transactions in my chase account, I called up Chase bank on XXXX XX/XX/2020 to inform them of the theft and vandalism. When I initially called to report my theft, I was told that Chase will get back to me regarding the police report. No one from Chase bank got back to me to collect any further evidence. They investigated the charge and found that charge was authorized or valid and posted notice on XX/XX/2020. I am attaching pictures of : 1. My broken car pics 2. My car insurance claim filed on XX/XX/2020 3. An alert I received about a suspicious activity ( unauthorized transaction ) from a Chase credit card on XX/XX/2020 ( I called up Chase credit card services separately on XX/XX/2020 and asked for 3 replacement credit cards ) 4. An email from my building management alerting us of car vandalism in our apartment complex. 
5. The chase bank letter claiming the charge on my card was authorized

Company response to consumer: Closed with monetary relief
Consumer complaint received 2020-06-03 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc.
State: MN

Complaint narrative:
I have been attempting to deal with Firstmark who services my student loan on behalf of XXXX XXXX XXXX XXXX There was an overpayment to my prior servicer and a refund was issued on XXXX to XXXX in the amount of that overpayment. Now two months later and multiple communications later no one at XXXX or Firstmark can account for the that overpayment check. Firstmark refuses to communicate with XXXX  for whom they perform the servicing. Today, XXXX XXXX from Firstmark sent me an email asking me to contact XXXX about the outstanding check. How can an originator and servicer require the borrower to play intermediary between them? The prior servicer also told me that XXXX often takes longer than most servicers to process these payment. This sounds like a systemic issue and the lender and servicer dont have a clear line of communication or a simple process to account for overpayments on refis of which Im sure the majority have. I would recommend the CFPB do a review of this procedure to determine the average time it takes them to process these payments.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: AmeriHome Mortgage Company, LLC
State: AZ

Complaint narrative:
Months ago when the government announced the record low mortgage loan rates due to COVID-19, I contacted my home loan servicer, Amerihome, to refinance for the low interest rate. I spoke to XXXX XXXX on two separate occasions and she told me each time that because the companies they work with ( escrow and title companies, etc. ) were closed due to the virus, they can not refinance. She also stated their refinancing rates were really high about 6 % to discourage folks from financing or refinancing. She said as soon as the companies they do business with are open again, then they would contact me. I know that for many states businesses have resumed. I still have not heard from Amerihome to  refinance so I can get the lowest rate possible before the rate increases. XXXX told me that she was aware that other companies were financing and refinancing and if I had to leave Amerihome to refinance with another company, then I should do that. 

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Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: AFNI INC.
State: TX

Complaint narrative:
In XX/XX/XXXX I canceled service with XXXX XXXX XXXX XXXX, and was required to return XXXX boxes via XXXX. The boxes were returned, several months later I was advised by an XXXX XXXX XXXX Customer Service Rep that I had a past due balance due to unreturned boxes. I disputed this information, provided the location of the XXXX store that the boxes were returned to ( as per XXXX XXXX XXXX 's explicit instructions ), and the date of return. Upon following up with the company a few days later, I was advised that the charge for unreturned boxes would be removed from my account. 

Instead of being removed, this balance was sold to Afni, Inc. I noticed this balance on my credit report initially in XXXX. I disputed the amount as it was incorrect, and the report was removed. Afni, Inc. reinstated the charge on my credit report in XXXX fraudulently as a " new collection '' ( so that the credit bureau was not required to advise me of the reinstatement ), for the exact same amount due as the previous account ( {$970.00} ). I again disputed the charge as it was incorrect, and the report was removed from my credit report. 

In XX/XX/XXXX, Afni, Inc. fraudulently reported this same collection account to the credit bureaus for the third time, although it has been disputed and removed twice from my credit report thus far as it is incorrect and the balance is not owed. Again, the company fraudulently reported this as a " new collection '', citing that the account was " Opened XX/XX/XXXX ''. 

The practices of this company are horrific. First, not only was the balance reported incorrectly as my boxes were returned and I did not owe a balance, but even after being disputed and removed, the company continued to attempt to collect on an account that they knew was incorrect, aggressively reporting it to the credit bureaus as a " new collection account '' on multiple occasions and masking their tactics by disclosing a fraudulent " opened '' date, in an effort to collect a falsified debt. 

I would like this mark permanently removed from my credit report immediately, and assurance that it will not reappear as a " new collection account '' with a new reported " opened date '' of the company 's choosing, at a later date. 

Company in question : Afni, Inc XXXX XXXX XXXX XXXX, IL XXXX ( XXXX ) XXXX Collection : XXXX XXXX XXXX XXXX Amount : {$970.00} Fraudulent " Account Opened '' date : XX/XX/XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
To : Whom It May concern : I am writing to dispute a fraudulent charge on my account in the amount of {$15000.00}. 
I am a victim of Identity theft, and I did not make or authorize this charge. I am requesting that the charge be removed, that any finance other charges related to the fraudulent amount be credited, as well and that I receive an accurate statement. This request is made pursuant to the Fair Credit Billing Acts amendments to the Truth in Lending Act, 15 U.S.C. 1666-1666b, 12 C.F.R 226.13. See Also 12 C.F.R 226.12 ( b ) I am writing to  request the method of verification for dispute initiated on XX/XX/XXXX and the subsequent response received on XX/XX/XXXX enclosed with this letter. 
In accordance with FCRA, Section 611, I am requesting this information to review for completeness and accuracy and appropriateness. In lieu of sending the information you can reopen the dispute and ensure a proper investigation is performed. 
I would appreciate a timely response outlining the steps that will occur to resolve this matter. If I do not receive a response I will have no choice but to exercise my right under FRCA, Section 616, and pursue legal action. 

-- CLOSED ACCOUNT -- 1. XXXX CARD with ACCT # XXXX opened on XX/XX/XXXX with a balance of {$15000.00} -This is not my account.

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 2020-06-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Problem getting your free annual credit report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
When using XXXX.com from the FTC 's website, the Experian credit report will not generate. Instead, you get this error : " A condition exists that prevents Experian from being able to accept your request at this time. ''

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 2020-06-03 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
USAA CONFIRMS NO FRAUDULENT ACTIVITY FOUND AFTER REVIEW OF YOUR CLAIM see attatched XX/XX/XXXX.?????? USAA DOES NOT PROVIDE FRAUD CREDITS BECAUSE *NO FRAUD OCCURRED. see attatched XX/XX/XXXX Transactions Security Adjustment. XXXXCREDIT REVERSALS BEGIN ON THIS ACCOUNT XXXX????? USAA REVERSES {$160.00} CREDITS. XX/XX/XXXX. How can usaa CONFIRM NO FRAUD ON ACCOUNT?? Then CLEARLY, REVERSED CREDITS ARE MERCHANTS NOT USAAs.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
On XX/XX/XXXX we purchased two plane tickets through XXXX for XXXX flights. 

On XXXX  XXXX, XXXX part of the flight was canceled and we requested a refund of the flights with XXXX and XXXX. XXXX stated they were unable to provide me the refund directly, because I booked through a third party site and XXXX would need to issue the refund. I notified XXXX of this on XX/XX/XXXX. On XX/XX/XXXX XXXX  stated, " According to last updates in policy for XXXX  it is necessary to check directly with the airline if a refund can be provided. We can request all refunds via the special designated platform, a response is expected from the airline within 6 weeks, and it takes another 3 to 4 weeks for a refund to be posted. '' On XX/XX/XXXX I initiated a claim with my credit card company as it didn't seem like I was going to get a refund for the cancelled flights. On XXXX I contacted XXXX again and they stated they would provide an update once received from the airline. On XX/XX/XXXX, XX/XX/XXXX, XXXX I followed up again and have not received a response from XXXX. 

I provided this documentation to Bank of America along with screenshots showing part of the flight was cancelled. On XX/XX/XXXX the entire flight was cancelled by XXXX. Bank of America closed the claim stating : " At this time, we're unable to assist with your inquiry for the following reason ( s ) : - The merchant was willing and able to provide the service, but was prohibited from doing so as a result of circumstances beyond their control. 
- We're unable to obtain credit ( s ) for a service, or delivery of merchandise, that's scheduled to occur at a future date. Please contact us if the merchant fails to perform the service ( s ), or deliver the merchandise, after the scheduled timeframe ( s ) has elapsed. If available, please provide documentation from the merchant to support that they have no intention of rendering the service or delivering the merchandise in the future. '' This is untrue as the merchant was unable to provide the service as the flights were cancelled by XXXX. Per XXXX 's refund policy if a flight is cancelled or changed withing a 3 hr period, I'm entitled to a full refund. I also have an email from XXXX stating, " the refund will be issued to your travel agency in the form of an agency credit memo. '' The second part is also untrue, as the date of service was XX/XX/XXXX and the documentation I provided Bank of America with the cancellations was past the date of service. 

Please help me get my money back as services were not rendered and I'm unable to get my refund from XXXX. The reasons Bank of America provided for the denial of the claim are not accurate.

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 2020-06-03 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: TD BANK US HOLDING COMPANY
State: MA

Complaint narrative:
On XXXX XXXX I mailed out a 0 % interest check from XXXX   XXXX XXXX to TD Bank in the amount of {$9000.00} to be applied to our equity loan to help pay it down at a lower interest rate. When I received my statement from TD Bank the {$9000.00} had not been deducted from the balance. So I called them to ask why and they said They never received it. I then went to XXXX  XXXX XXXX in my home town of XXXX Ma and they were able to fax me over a copy of the check front and back. The check was made out to TD Bank and had my account # on it. On the back of the check it was signed by XXXX XXXX. I spell my name with a phen not ven and the check was made out to TD Bank, no one but TD Bank should have been allowed to cash it. There seems to be no paper trail of any kind. The information on the back of the check looks like it was smeared and can not read it at all, but the signature XXXX XXXX is very clear. I am XXXX XXXX but that is not my signature. XXXX XXXX XXXX opened a fraud case on XX/XX/XXXX and closed it on XX/XX/XXXX saying " Based on your account history, this charge is consistent with previous charges with this merchant. '' I went right down XXXX XXXX XXXXXXXX and they called their fraud dept and explained and they reopened the fraud case. On XXXX XXXX I received a notice they were closing the case. now I am responsible for paying the TD Bank loan for {$9000.00} as well as {$9000.00} to XXXX XXXX  XXXX. I Then Called XXXX XXXX XXXXXXXX and spoke to a representative who help me to take advantage of their 0 % interest check the only difference this time is they sent it out to TD Bank. I gave them the account # and address and I was very worried about doing this but that's why I had them send it out they sent it out on XX/XX/XXXX and TD Bank still hadn't received it on XX/XX/XXXX so they set up another fraud case to investigate. It was finally Cashed on XX/XX/XXXX and XXXX XXXX got TD Bank to remove the charge off of my TD Bank equity loan but XXXX XXXX sent me out a letter XXXX! XXXX asking me to contact TD Bank to set up a payment research case and to provide to them the proof of payment to assist in their research. I Truly believe someone from TD Bank is doing this. What is the likelihood of two checks going it to fraud and no one can figure out where the {$9000.00} dollars went. and no one but TD Bank should have been able to cash that check. Someone from the inside who knows the system must be responsible. Please help me I have been trying to get help and no one seems to be able to.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other service problem — 
Company: PNC Bank N.A.
State: MD

Complaint narrative:
I opened my XXXX account on XX/XX/2015 and was able to connect my first, original PNC account just fine. For the past two (  maybe three ) years, I wanted to close my XXXX  account, but I am unable to connect my XXXX account with my new PNC account. 

I just want to withdraw my money from my XXXX account!

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: NV

Complaint narrative:
I am a victim of inaccurate/unverifiable/invalid/and-or possibly even fraudulent misinformation. I am writing to request that you block the following unrecognized and/or fraudulent information from my credit report. I have no idea how the misinformation come to take place. I also have no knowledge of any person/persons/or entities that might be responsible. I have not received any money, goods, or services as a result of the disputed misinformation.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
On XX/XX/2020 I sent a letter to Mr. Cooper asking them some questions, I received a response that I will get a response to my letter by XX/XX/XXXX, I haven't received any response yet. 

These were the questions asked -. I also want to know in Three days what Kind of Loan I have? Is it - 1.XXXX XXXX or 2. XXXX XXXX or 3. FHA or 4. VA or 5. USDA loan? 
Clearly mention what kind of a loan I have? 

B.Who owns my Loan? 

C. What Mortgage relief remedies are available to me if I am suffering loss of income due to Corona Virus Shut Down? 

D. What can I do in order to get Mortgage relief, what are my options under your available plans? 


Secondly, I received a letter yesterday that I can stop my Covid 19 forbearance and do a loan modification, I tried reaching someone on the phone number today at XXXX, but there was no response.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I have two CitiCard accounts ( one through Costco and one through XXXX XXXX XXXX   XXXX  ) I applied for Covid-19 assistance to defer my minimum payments for XXXX and XX/XX/XXXX. At that time, my minimum payments were around {$200.00} for each card. ( FYI I am being charged a ludicrous 27.4 % interest on the balance for the Advantage Citicard account and 15.24 % on the Costco Citicard account. ) At the time I applied for assistance, I understood that interest would accrue on these accounts. I was NOT told that I would be responsible for paying - in full - the entire amount of interest that accrued and pushed me over my credit limit. Consequently, I received a minimum payment due for the AAdvantage card for {$850.00} for XXXX and {$310.00} for the Costco account! This is not helpful for someone who is struggling at the moment due to the pandemic. 

On XX/XX/XXXX, I called Citicard to see what they could do. I asked if they could extend my limit so that my minimum would not be so large and unmanageable. I asked if they would reduce the interest rate. They offered to allow me to pay {$240.00}. on the AAdvantage card but that I would still have a huge minimum payment next month! 

So, as it stands, I am worse off now than when I originally applied for the assistance. This is a gross misrepresentation of this promoted service and it's a ripoff when interest rates are so astronomical. 

It is no help whatsoever for struggling families to ask for help and then be suddenly gouged like this causing even more financial stress during a time when they've experienced hardships through no fault of their own. 

Please see what you can do to help consumers on this issue for ALL credit card companies. Their greed is way beyond normal. 

Thank you. 

XXXX XXXX XXXX XXXX XXXX

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 2020-06-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CT

Complaint narrative:
Transunion refused to explain or tell me how they verified the XXXX   XXXX account. It also says i last paid in 2017

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 2020-06-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
I recently looked at my credit report and noticed some things that I believe to be wrong. 
I reached out to the credit bureaus to do an investigation on my report. I sent a 609 letter in on XX/XX/XXXX and never heard anything back. So I sent a 30 day comply on XX/XX/XXXX and I've yet to get any feedback on my investigation.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-06-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL

Complaint narrative:
These Accounts are Fraud, I have no Knowledge of all accounts on this Report no one has any Consent to open any accounts without my Authorization THIS IS FRAUD!!!!

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 2020-06-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
I recently looked at my credit report and noticed some things that I believe to be wrong. 
I reached out to the credit bureaus to do an investigation on my report. I sent a 609 letter in on XX/XX/XXXX and never heard anything back. So I sent a 30 day comply on XX/XX/XXXX and I've yet to get any feedback on my investigation.

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