vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-06-22 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Bank of America ( BOA ) refused to refinance my HELOC into a regular mtg on 3 occasions. I have XXXX properties that are paid in full & can be used as collateral & a monthly income of {$2500.00}. The HELOC 's current balance is $ XXXX and the XXXX properties that can be used as collateral are worth $ XXXX. I 've been making monthly pymnts on the HELOC since year XXXX in the amt of $ XXXX/month... which is $ XXXX per year & now a total of $ XXXX so far paid solely to interest. Not XXXX applied to principal. This loan will never be paid off in this manner. My monthly income comes from the renting of XXXX of the properties and I reside in the other. The HELOC was taken out against the property that is being rented. I spoke to them again today ( XXXX/XXXX/XXXX ) about converting the HELOC into a regular mortgage so that my monthly payments would include both interest and principal and they informed me that when the HELOC matures in XXXX, the HELOC will convert into a regular mortgage. I am XXXX and my husband is XXXX. I fear that the bank keeps refusing to refinance my HELOC simply because they want to collect 2 more years of interest from me. On 5 different occasions I 've had some extra money and mailed it in to be applied to the principal of the HELOC. The payment coupon has a space for you to write the amt for principal only. Yet, BOA would never apply it to the HELOC at all. The additional funds sent would be held in a " floating status '' and then eventually be applied to our XXXX mortgage. How in the world can they apply funds to a XXXX mortgage account when they were to be applied to a HELOC account?!!! Each account has a different number! The pymnt coupon has everything clearly notated. There is no reason that they should not refinance my HELOC. We 've been a customer from XXXX thru XXXX with our XXXX mortgage. We made 36 yrs of pymnts & were never late. Half of our monthly income of {$2500.00} from the rental goes to the HELOC & the other half is used for food, utilities and medical expenses. We are simply trying to live our last years and be able to take care of each other. We are being taken advantage of & need your help.

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 2016-09-07 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: AZ

Complaint narrative:
It seems my lender ( Bank of America ) has asked me to start the repayment period for my Home Equity Line of Credit. It was my understanding that this repayment period was to start at the end of 2017. Upon asking for a copy of the loan agreement the lender has mailed me six copies of this agreement but non are legible in the area that identifies the repayment period. I have sent two letters in the past two months and no written reply from the lender. An associate of the lender has called me four times but would not discuss this matter if I wished to record the conversation as they have done in the past on a number of calls. Not sure what my next action should be 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 2016-08-27 00:00:00
Product: Payday loan — 
Issue: Received a loan I didn't apply for — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
The Bank of America is conspiring with the lenders who only tell lies in Exchange for my XXXX money ( checks ) and my XXXX XXXX money ( checks ). I never applied for a loan ( s ) of any kind.

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 2015-05-20 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: HI

Complaint narrative:
In XXXX 2014 I was scammed and was charged {$9000.00} from my Bank of America Visa Credit Card, I think the {$4000.00} charge is still under investigation but the {$5000.00} dispute was closed and now they are beginning minimal charges against my card. I made every effort to give them information and documentation regarding this fraudulent activity. I do n't understand how they could close this case knowing that this was a result of fraud. I think that this may be an inside job ... you can call me at XXXX. Any help would be appreciated. Thank you

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-22 00:00:00
Product: Debt collection — I do not know
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
I took out a car loan, through Bank of America in the amount of nearly {$30000.00} around XXXX XXXX. The car was repossesed by Bank of America in XX/XX/XXXX, with a balance of about {$18000.00} remaining on the loan. Bank of America auctioned off the vehicle for about {$20000.00}. Now, XX/XX/XXXX, their so called collections department claims that I owe them {$10000.00}. Go figure that. To add insult to injury, XXXX of the crooked collectors, went into my account on XXXX XXXX, XXXX, with no authorization on my part and took ( stole ), my entire pay of about {$2000.00}, for a car loan that should have off set to XXXX balance, when the vehicle was auctioned off in XX/XX/XXXX. This is an unscrupulous collection practice to say the least. When I tried to dispute the action, I get reminded of some disclosure, that most people with XXXX vision probably need a magnifying glass to read. In the meantime, I am out of {$2000.00} for the month that a conniving, thieving agent of Bank of America stole from my account on XXXX XXXX, XXXX without any authorization, nor consent on my part. Unbelievable!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I entered into a 40 yr fixed mortgage with boa on XX/XX/XXXXXXXX.beginning in XXXX XX/XX/XXXX bank of america has not complied with the terms of the agreement. I have made all payments on time or early according to the agreement. Bank of america has charged me late fees and overdue charges for not receiving full payment. I have been in contact with several resolution specialist, the latest being XXXX XXXX. This rep has stopped calling on the agreed upon times. Boa is inappropriately applying my payments to interest and late charges and other fees that are not owed. I have all the documentation that this loan has always complied with the agreement and the boa states they are still trying to obtain the needed paperwork. This has been going on since XXXX of XX/XX/XXXX.My payments that are presently and historically been current with no late payments are being applied and then reversed according to my monthly statements. I have no way of knowing what is being applied correctly to principal .This has been going on since the inception of this loan, that began in XXXX of XXXX. This loan should be audited by this agency.

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 2017-03-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: Navient Solutions, LLC.
State: WI

Complaint narrative:
I had a few different forebearance agreements because I could not afford to make my payments and of course when the forebearance was over my payments were even higher than they were to start with and I would again start falling behind

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
I have been unable to pay off accruing interest on current loans to prevent capitalization of said interest. When I submitted payments, they 're considered " refunds '' of my loan and are taken off my principal amount. I 've called Navient customer service to complain about the issue on their site as I have made such payments before and I received no straight answer as to how to make an actual payment to be applied to my accrued interest. They appeared to have no knowledge of this and stated that any " payments '' made on current loans were considered loan refunds. I fail to believe I ca n't make payments before the repayment period to avoid capitalization. It appears that Navient is forcing me to pay interest on top of interest.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-09 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: GreenSky, LLC
State: IN

Complaint narrative:
GreenSky Credit has mismanaged a line of credit that we applied for but never used. GreenSky processed a fraudulent/unauthorized transaction from a merchant and did not even follow their own procedure for an authorized transaction and is now trying to make us responsible for the full transaction ( {$18000.00} ). Over the course of 60 days we have made numerous request in writing and by phone to have this unauthorized charge remove. Their position seems to be that a self-serving document from the merchant is what they are acting on even though we never authorized any transaction by any means at any time and they can not produce any evidence that we ever wanted this transaction. My wife and I have tried patiently over many months to work with them but they are refusing to charge back to the merchant and properly zero out our account and close it permanently as requested numinous times. We have extensive documentation to support our position and to refute any rational they may offer. 

Please help us. 

Sincerely Yours,

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-30 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT

Complaint narrative:
My last statement from Bank America showed a charge for " check imaging ''. I never ordered it. I called customer service and although they removed the charge, they could not tell me how this happened. My feeling is that it is a new deceptive practice to get extra fees hoping that the customer will not notice it.

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: Debt collection — Non-federal student loan
Issue: Communication tactics — Frequent or repeated calls
Company: The CBE Group, Inc.
State: NE

Complaint narrative:
I have had a phone number call me 3-4x/day the past 2 weeks who is trying to collect a student loan debt from XXXX College . 

I answered once and explained to him that if we could consolidate the loans I would be more then happy to start paying them but he said they ca n't do that and that they will continue to call me then hung up the phone! 

I understand they are able to call me but 3-4x/day really?? 
They call around XXXX-XXXX. Once around XXXX, Once XXXX-XXXX then normally between XXXX-XXXX Example : XX/XX/2016 XXXX - XXXX calls XXXX - XXXX calls XXXX - XXXX calls again! 
HOLD ON NOT DONE YET! 
XXXX - XXXX CALLS AGAIN!!! -- excuse you my time is just as valuable as yours there is no need for you to call me this often. 

if you are a debt collector out there I want to give you a word of advice, if you call someone this often I am extremely frustrated right now to when I do answer that phone call wo n't be a pleasant conversation

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-06 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Account status
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ME

Complaint narrative:
I made a transaction with auto transportation company and they charged my ( credit account ) {$140.00} on XXXX /2016. I made payment of ( {$720.00} ) on XX/XX/XXXX/2016 to my credit including the aforementioned amount. On XXXX/XXXX/2016 my credit account balance was ( ZERO ). 
Later I cancelled my order with the transportation company and asked them to refund me my money to the credit account, and they did so. 
I contacted credit company and asked them to transfer the ( refunded {$140.00} ) to my checking account because this amount is ( MINE ), and they did so on XXXX/XXXX/2016. To this point the credit company and me are even and there is no debit on me. 
Later on I saw that the credit company ( CHARGED ME AGAIN ) the ( {$140.00} ) and they added it to my balance. I visited XXXX branches of Bank of America several times, I called credit company several times but they did n't solve the problem. 
The credit company wants to charge me ( TWICE ) for a debt that I 've already paid. 
Please help me, I 'm a low income person and I do n't find money in the street, I work hard to earn my money and I want my {$140.00} back. 
Best regards. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Maine, 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 monetary relief
Consumer complaint received 2016-07-20 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
I have been trying for over 2 months to contact someone from Bank of America to investigate why my account was charged for over 5 years a service fee each month when I had an automatic deposit over XXXX $ each month. I can not get thru to anyone. I am constantly redirected when I finally speak to an individual they redirect me back to automotive system! Ye

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 2016-03-09 00:00:00
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
Dear Consumer Financial Protection Bureau : I am here to file a fraudulent charge, and poor customer service claim from both " XXXX '' and Bank of America ( BOA ). On XX/XX/XXXX, I had a fraudulent charge on my bank account from XXXX in XXXX XXXX, IL. I called Bank of America that day, reporting the issue, and informed them that my debit card was compromised. In the end, a claim was put through, and it was found that the charge was fraudulent, and that I would receive credit back into my account. I officially received the credit on XX/XX/XXXX. As of XX/XX/XXXX, I received a notice in the mail from " XXXX XXXX '', saying that they disagree with the transaction, and are charging me with the same amount of the fraudulent charge. On XX/XX/XXXX. the charge will be transferred to a collection agency. 

On, XX/XX/XXXX, I called XXXX explaining the issue, and they did not listen. So, I went to Bank of America to solve the issue again. The first representative completely understood my problem, and recommended that we do a three-way call with " XXXX XXXX '' to get things in order. Once again, even with the Bank of America customer service representative explaining that XXXX is in the wrong, XXXX still refused to drop the charge. According to XXXX, they said that a grocery deliver was confirmed on the date of the charge, and that I owe them. The Bank of America representative was not happy, and decided to transfer the XXXX representative and I to the claims department of BOA. 

Once I explained my part, and the representative from XXXX explained their side, the claims department from BOA, even with the obvious evidence that XXXX is in the wrong, AGREED with XXXX, and said that I owe XXXX their money. 

To this date, XX/XX/XXXX, XXXX has sent me fraudulent evidence over an e-mail, listing the charges and the grocery bill. Yet, under the policy that XXXX has established, there needs to be evidence, when the delivery is made, that a signature from the consumer is provided to confirm the delivery. In the paperwork they sent me, my signature is NOT on the evidence. Needless to say, this is wrong, and this is financial abuse. Please let me know as soon as possible if anyone can help me. This is a very unusual situation, and like most consumers I ca n't afford to have a disruption in my finances. Please help.

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 2016-02-07 00:00:00
Product: Credit card — 
Issue: Credit card protection / Debt protection — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Over the past 18 months we have been victimized by identity theft. We reported the crime to the XXXX County Sheriff 's Department, XXXX. Our credit cards, which we have had with Bank of America without incident, have bee used to fraudulently charge XXXX of dollars. While most institutions have worked with us to remove these charges from our account, BofA refuses to remove XXXX from the XXXX, XXXX statement. 
I am a XXXX year old retiree and my wife suffers from XXXX. My wife is the principle cardholder, and been unable to use a computer for the past 3 years. As the frauds were occurring, BofA never notified us, even though we had never made charges in these amounts in 30 years. In fact the charges were well above our established credit limits. 
Our daughter XXXX is also a signatory to our account. When questioned XXXX freely admitted that she had shared the passcode with her fiance, and only her fiance. BofA is claiming that this makes us responsible. All of us, including the fiance, will agree to submit to a polygraph anywhere and anytime. Texas state law limits our liabiity to {$50.00} for credit card, and {$500.00} for cash withdraw. 

During initial conversations with BofA my daughter and I determined which charges were fraud, they agreed that the charges look fraudulent and would remove. In 30 years I had never been late on a payment, and with the understanding that the charges would be removed, I paid the bill in its entirety. At this age I wanted to be sure my credit remained spotless. 
Our community is outraged over the egregious manner we have been treated. In fact, through a neighbor, the local XXXX affiliate has inquired about doing a human interest story on our plight. 
Again in XXXX we were again victimized on our new BofA card for {$51000.00}. Again they never made a single phone call to us, in spite of our historically low charges and the problem we had in XXXX. 
I am a friend of XXXX and am helping him with this report. My name is XXXX XXXX, and I have know this couple for over 30 years, and know them to be above reproach.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC.
State: WA

Complaint narrative:
My student loan servicer, Navient, continues to have long response times to online customer service inquiries that require telephone follow-up calls. The response time to messages sent via their website has grown in excess of one month, and the last three messages have gone completely unanswered. Calling Navient by telephone requires navigating a complex IVR system that will not route you to an agent for the first five minutes of the call. This all culminates in a very time-consuming and frustrating customer service experience. 

I feel that Navient should be held to certain customer service expectations and staff appropriately to meet customer demand. Waiting months for a response via their website, which is the method of contact they repeatedly recommend, is simply unacceptable.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
I have XXXX loans serviced by Navient, XXXX of which are current. I graduated college from XXXX XX/XX/XXXX. The program I was placed on for repayment of my loans XX/XX/XXXX was too high and I could not make the payments. I asked for a new program, something with lower payments, possibly based on my low salary ( under XXXX ). I was placed into a " graduate '' repayment program. I was not at that time, or any other time, told that Navient offered Income based repayment programs with Loan Forgiveness. I never received any correspondence or phone calls regarding this, and I was under the impression my only option was to stay in the graduate repayment program until my credit was sufficient enough to consolidate. On XX/XX/XXXX, my payments were increased again drastically, by over {$150.00} a month, and automatically pulled from my bank account without my knowledge. Navient explained because I was on the auto debit repayment option, they were free to raise my repayment amount and pull the new amount, as it would not effect my repayment schedule. The interesting thing is, when I had previously called and attempted to make additional payments on the principal amount of my loans, I was told I could not do so without effecting my auto debit repayment schedule, which would raise my interest rate ( Navient offered a reduction of .25 % interest rate on all loans for auto debit ). I contacted Navient with concerns about my new repayment amount, and they then, XX/XX/XXXX, guided me towards an income based repayment program they said had been available since XX/XX/XXXX, and that it was more beneficial for me financially then the graduate program. I found this extremely frustrating, because I could have been contacted or emailed at any time and told this!!!! It seems unethical they could withhold certain information from me which would benefit my status as a borrower. I was also told that my four years spent on the XXXX Based repayment program did not count towards the income based repayment program, and therefore I have to start from the beginning again. I no longer trust my student loan corporation. Its obvious that the bottom line is more important than their customer base.

Company response to consumer: Closed with explanation