vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-20 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: Navient Solutions, LLC.
State: MI

Complaint narrative:
My experience with Navient, formerly XXXX XXXX, is identical to the issues described in the lawsuit that was just brought against them. My payments have changed multiple times, each time increasing and each time I called they would say it was a mistake. I called to try and get a lower payment, and they told me that was all they could do, and then the next month told me I was 3 months behind on payments! I get charged extra fees every month for this supposed late payment, which never happened. I also verbally agreed to have my payment taken out of my bank account each month, and some months they take it out, and other months they do not ( and I DO have money in my account to cover the payment, so it is n't my fault ). The months they do not take it out, they tell me I have to call back when the loan is late ( pass the grace period ) so that they can help me. Lo and behold, when I call back exactly when I was told, they tell me I owe them fees. Every single month they tell me my payment has been made late, and charge me a new fee, but THEY TAKE OUT THE PAYMENTS! I 'm paying so much in fees it 's a joke. Every time I call, there is a different story about why these fees are being charged, despite paying on time every single month. I have n't paid down ANYTHING on these loans in 10 years because of fees and crazy changing payments. I hate Navient and their customer service is horrible and full of lies. Hopefully something can be done, or my credit will be ruined and I will be in debt to them for the rest of my life.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-17 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NM

Complaint narrative:
This complaint is associated with a home loan I was applying for with Bank of America. Details of this issue are included with the attached letter.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-05-09 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: MA

Complaint narrative:
I had auto pay until slimy Navient took over. They dropped it though I have been always able to pay my loan with ease. They said on the phone it would be brought back. When I do not pay manually on their web site, they have harassed my XXXX year old mother, -called her today on XXXX too. They are rude to her and do n't have the guts to call me. They do not set up auto pay and call people every day to harass them to pay or just pretend to call. A live operator should have to call, no robo calls and ID themselves right away. 
They have also monkeyed with my loan to gain more $ and sham late fees. Do n't let them get away with it. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
To whom it may concern, We are currently trying to have a subordinate lien removed from the title on our home. 
It was placed there back in XX/XX/XXXX. 
We had fallen behind on our mortgage when my husband lost his job. 
We were told that it was just being added to the backend of our loan and only became aware of the lien last year when we tried to refinance. We later got on track and about or around XX/XX/XXXX our loan was purchased by Bank of America. 
We had been struggling to make ends meet and inquired about doing a modification on our loan with them. 
They said the only way to do that was to stop making our payments. 
So reluctantly on their advice we did. 
We were told we would receive documents to start the modification process soon. 
We waited and called to follow up weekly. 
We were told to be patient that there were a lot of loans being modified and they were on overload. 
Several months in we became scared of going into foreclosure. 
Still no modification paper work. 
At this time we got help from family to get caught up and called BofA to cancel the modification. 
Again we were told we would receive paperwork and never received anything. We later discovered that in XX/XX/XXXX BofA did a forgiveness for all the people that had fallen behind due to their failure of completing those modifications. 
We believe we should have been part of that forgiveness. 
We have pursued this with them multiple times. 
They said the reason we were n't included is because we were n't behind on our loan at the time they did the forgiveness. 
We feel that it is completely unjust that they are penalizing us because we tried to do the right thing! 
They promised us the modification that never happened! 
We have been in our home for 20 plus years and have no intention of selling! 
We feel that BofA should have included us in this forgiveness and had the subordinate lien lifted from our home. 
They said a company named XXXX had to lift it. 
In contacting XXXX they said BofA had to do that. 
So it 's been a ping pong game for the last year! 
We feel completely mislead by BofA and strongly feel that they need to rectify this situation. 
Our loan was with them at the time they did the forgiveness and we were completely cheated out of that opportunity to start with a clean slate. 
We have been wanting to refinance to try to consolidate and possibly lower our monthly payment. This subordinate is holding us back and we need help!!! Please whatever you can do to lead us in the right direction would be greatly appreciated!!! 
I have done a lot of research and it seems that we are not alone in being mislead by BofA. Please help us to right this wrong!!

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 2017-01-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: TX

Complaint narrative:
My auto-debt amount was change without my permission. I had agreed to an auto debt amount of {$220.00} for my student loans, and this was taken for 5 years straight. Then it was lowered to {$140.00} with out my consent. When I contacted the company, they informed me that the account had been routinely audited and that my current payment would lead me to overpaying the loan before the loan due date. So they lowered the auto debt amount that i originally sign up for. This caused me to pay more interest on my loan. When I called them to get it changed back and to get a reason, it was extremely difficult and time consuming. Not to mention that the only notice I got was at the bottom of an email, and I did n't catch the change for months.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-05-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT

Complaint narrative:
On XXXX/XXXX/2016 My mortgage payment was submitted to Bank of America electronically on their Bill Pay web site from my Bank of America checking account to my Bank of America mortgage. 
On XXXX/XXXX/2016 My payment was refunded to my checking account and a late fee was assessed. I have called and asked for the late fee to be removed because the payment was sent and received and subsequently returned. I have made numerous phone calls and have been told the fee can not be removed.

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 2016-03-02 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: TX

Complaint narrative:
NAVIENT is NOT stating a balance on my payments received by them, I have no way of knowing if they are applying these payments to my account, they actually show an increase to my principal.They only send me a new payment schedule with bigger balance .I have tried to get answers on the phone to no avail.Please Help.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-06 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I 'm house wife and not involved husband 's business and Bank of America reported to XXXX with my husband ( complaint number # : XXXX )

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-03 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: Navient Solutions, LLC.
State: TX

Complaint narrative:
In XXXX I was a patient in XXXX XXXX Hospital in XXXX XXXX, Texas. At the time I was a student at XXXX XXXX XXXX, which I obtained insurance through my tuition. My insurance had taken care of my doctors visit/hospital stay. Now 8 years later ( XXXX ) Pioneer Credit Recovery is calling my work stating they are going to garnish my wages for these past due debts that I supposedly have from that previous hospital stay.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-19 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC.
State: NY

Complaint narrative:
For years, ever since I was able to consolidate my federal student loan, I have been trying to get the same done at Navient. Any time I call I get bounced around until I eventually hang up because they dance around my question. I have XXXX accounts with Navient, with 10.25 %, 7.625 % and the last at 2.875 % interest rates. XXXX of those are exhorbident and I 've tried to do everything but they 're just not helpful. I get the " oh we do n't do that '' but I know full and well that they do. I 've tried to ask about loan forgiveness and got the same response. Navient is only looking to help itself, not all of us in piles of debt for pursuing a greater education. I 'm the XXXX to graduate college.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-23 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: IL

Complaint narrative:
In XXXX 2015, I made an arrangement with Navient of XXXX XXXX for a program called The Rate Reduction Plan. Per our agreement, I would successfully make XXXX auto-debited payments from my bank account and this would bring my higher payment which was almost a month past-due since I was making these lower payments, up-to-date. I have proof of XXXX successful payments, and an arrangement for auto-debited payments for XXXX more months. Navient went ahead and reported the pending past due amount to the credit bureau without informing me or my cosigner and thus greatly damaged our credit scores. This is unacceptable as I took proactive responsibility in making payment arrangements with Navient to avoid such actions. I was never informed by any agent or through the automated agreement over the phone, that the pending amount due would be reported. I was only told that once I made these XXXX payments, my account would be made present and start to reflect these new payments. My last successful payment was made on XXXX XXXX, 2015 and my pending amount due prior to arrangements is still saying it is past-due. It is impossible to find an agent who is fully informed on this process and this lack of cohesion reflects poorly on such a large corporation.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-08-04 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
As a retiree on a very small pension and bank with Chase bank, I am filing this XXXX complaint based on the same problem issue. There are times I will incur insufficient funds for no more than 2 days! I notify bank online to ask them to not charge their typical {$34.00} per item fee, as I have arranged an ACH deposit that will post ASAP ( always within a day ). Sometimes they delete the fee, many other times they do not. As of today, I was charged {$100.00} for being less than 12 hours beyond their window for the deposit. That is food and utility money for the month. I am a XXXX-year-old XXXX XXXX and can not afford to pay these outrageous fees. Please!!!! I need your help.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: FIRST HOME MORTGAGE CORPORATION
State: MD

Complaint narrative:
First Home Mortgage transferred the servicing of my mortgage to XXXX Bank. This has created two problems : ( 1 ) First Home Mortgage never informed me about this transfer before my payment is due, and ( 2 ) XXXX Bank says I owe more for my mortgage than the documents that I signed with First Home Mortgage.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-08 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
My Home Equity Line of Credit account has a balance discrepancy that Bank of America refuses to take seriously. I filed a QWR for information in XX/XX/XXXX and have not received any response to my request. All communication is done over the phone now and I can not get any assistance because I keep getting retransferred all over.

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 2015-04-03 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Credit decision / Underwriting — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
In XXXX XX/XX/2015 my wife & I were pre-qualified for a new primary residence home mortgage through Bank of America. We found a home we wanted to purchase & on XXXX/XXXX/XX/XX/2015 our offer on a new home was accepted by the sellers with a close date of XXXX. We immediately forwarded all the information to BofA to start the loan process. We provided all information that the bank requested and responded to them with any additional document requests the same day they requested them. Our closing date came & went and they only explanation we were provided was that our file was very complicated. On Tuesday XXXX/XXXX/XX/XX/2015 we were finally told that our loan had been 100 % approved. On Wednesday XXXX/XXXX/XX/XX/2015 the bank then informed me that not only was the loan not approved yet, but they wanted an additional {$140000.00} of liquid assets in order to close. After speaking with the bank, they then amended the requirement to {$15000.00}. I was able to come up with the additional assets that they required the same day & now it is Friday XXXX/XXXX/XX/XX/2015 and I still have no answers from the bank other than the file is in underwriting.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-10-06 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
XXXX, XXXX, XXXX have been trying to make additional loan payments to principal since XXXX 2014. Navient has continually made processing errors ( including not making payments recurring as directed and promised and not making payments in the proper amount ) and providing incorrect information regarding manually making additional payments. This has resulted in a continual halt on progress in paying down my student loans, which the company takes no responsibility for. The representatives will apologize for previous errors, but will not take actions to retroactively correct them ; although they promise to " personally monitor '' future payments, I never receive the in-writing confirmation that they promise. I have also requested documentation including my XXXX and loan disclosures be sent, which I 'm told has a XXXX day delivery window via USPS. To date, I have not received these documents and have just made another request for them today. 

Most recently, I was advised that if my billing due date is on a weekend, I should schedule an additional principal payment for the first business day following as their online system does not allow scheduling payments on a Saturday or Sunday. Following the representative 's instruction resulted in two days of accrued interest taken out of my additional payment ( due date Saturday XXXX. payment scheduled for Monday XXXX ). The supervisor I spoke with today sent in a request that my payment be made effective on XXXX as I was given faulty information, but can not guarantee that any action will be taken. I was advised instead to schedule additional payments on the Friday before any weekend due date, although this may still result in accrued interest charges. 

Each time I have to call Navient I can count on at least 45 minutes to an hour or more of my life wasted. Navient engages in shady business practices that not only waste my time and money, but also appear to be illegal ( if not absolutely immoral ). I have no recourse other than to continue wasting my time and energy with a customer service department that is inept, uninformed and makes " promises '' and " guarantees '' that they do not keep. 

I have a record of most of my calls since XXXX 2014, including names and promises made.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-07-29 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR

Complaint narrative:
I made a {$2000.00} deposit to one of my Bank of America checking accounts on XXXX XXXX, 2016. I then had to transfer the money to another checking account to cover a payment and on XXXX XXXX, 2016 I mistakenly transferred the {$2000.00} to my credit card account ( giving me a negative balance on my credit card of {$1100.00} ). The mistake was very easy to make as the XXXX checking accounts and credit card account show up in the mobile app as though they were all similar accounts. When I realized the mistake I made, on XXXX XXXX, 2016 I pulled the {$1100.00} negative balance back out of my credit card account and transferred it to my checking account. Bank of America charged me {$61.00} to pull my own money out of my credit card account and pass it to my checking account, claiming that it was a " cash advance '' from my credit card. However, I was not using my credit card to finance anything, I was simply pulling my own money back out of my credit card account and transferring it to my checking account. After the transaction I had a {$0.00} balance on my credit card and did not take a cash advance. I called Bank of America and tried to get my {$61.00} refunded. After an hour on the phone with them they refused to give me my money back.

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 2016-10-20 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
Federal law, The Truth in Lending Act, requires a written notification to the borrower if the ownership of your mortgage is sold, assigned or otherwise transferred including transfers within XXXX. This notice is in addition to any notices you may receive about the transfer of the servicing rights for your loan. 
In Bank of America 's response to Consumer Financial Protection Bureau, Case number : XXXX your representative, XXXX XXXX, XXXX XXXX, XXXX Customer Care Resolution, said, " Our records indicate that in XXXX 2009, the transfer of your loan from Countrywide Bank, XXXX, to Bank of America, N.A., was completed. '' If this is indeed true, why was there no notification to the borrower at that time that the ownership of the mortgage was transferred? 
My records indicate that this transfer took place on XXXX when Countrywide Bank, XXXX. assigned and transferred to Bank of America , N.A . all its right, title, and interest in and to a certain Deed of Trust for borrower XXXX XXXX XXXX, XXXX and XXXX XXXX XXXX for a property located at XXXX XXXX XXXX XXXX, XXXX XXXX, NC XXXX ( Recorded in XXXX XXXX XXXX, NC on XXXX at XXXX XXXX ). This transfer was a transfer out of the XXXX system as evidenced by the instrument recorded in XXXX XXXX XXXX, NC. ( See attached Assignment of Deed of Trust ). It was transferred from XXXX as nominee for Countrywide Bank XXXX Bank of America, XXXX XXXX, XXXX : XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. 
This was XXXX Resolution Specialist, XXXX Customer Care Resolution, response to my question why I was not notified of this transfer : " Under the XXXX, XXXX XXXX XXXX XXXX XXXX, your lender holds your promissory note, and XXXX was designated as the beneficiary under the Deed of Trust. The beneficiaries under your Deed of Trust are tracked through an internal electronic database. '' Her statement is partially true but does not answer my question. This transfer was directly to Bank of America, not held in XXXX for Bank of America. 
Why was no notification sent to me, the borrower, that this transfer had taken place? 
If what XXXX XXXX, and her supervisor XXXX XXXX, and XXXX XXXX reviewer XXXX 's Supervisor, XXXX XXXX, Senior Vice President at Bank of America, all agreed that what was published as the date of a transfer, why was I not notified of the assignment of the deed of trust in XX/XX/XXXX referenced above?

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