vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-03-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
online not seeing how last payment posted, told then I was afraid to send next payment until I know where my money went. they just say researching. 
balance not going down it was originally XXXX, conventional fixed rate loan in 2005, now they say interest bearing. Something not right. principle basically stays the same. When I send " extra '' in the " get caught up '' they always have some fee that eats up my unapplied balance. right now at XXXX but over XXXX disappeared since XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: BB&T CORPORATION
State: NC

Complaint narrative:
On XXXX XXXX, 2016, I applied for a refinance mortgage loan with my current mortgage company Branch Banking and Trust Company ( BB & T ). On XXXX XXXX, 2016, BB & T sent me a Statement of Credit Denial, Termination or Change lettered dated XXXX XXXX, 2016. On XXXX XXXX, 2016 and XXXX XXXX, 2016, I sent certified letters to BB & T requesting answers to specific questions related to the BB & T statement of credit denial dated XXXX XXXX, 2016. BB & T has ignored my written request for information about the loan denial. 
The following support documentation is included with my complaint ( 1 ) the BB & T Statement of Credit Denial, Termination or Change lettered dated XXXX XXXX, 2016, ( 2 ) my letters to BB & T dated XXXX XXXX, 2016 and ( 3 ) my letters to BB & T dated XXXX XXXX, 2016. It is important to note that my CFPB complaint is my third request for information from BB & T about the loan denial ( my XXXX letters to BB & T referenced about plus this CFPB complaint ).

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 2015-03-24 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: BB&T CORPORATION
State: VA

Complaint narrative:
My daughters account keeps on getting charged an overdraft fee on her account. They claim when Internet transaction is made it is not debit the day of the transaction. They also state that the merchant has up to XXXX days to submit there debit to get paid. The bank never puts a hold on the transaction and subsequently charges an overdraft fee. They also say that they ca n't tell me who the Internet transaction is from until it is completed. When I complained that XXXX was unauthorized to debit the account they took there time to investigate RIDICULOUS.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: IL

Complaint narrative:
I filed for Chapter XXXX Bankruptcy in XX/XX/XXXX. At that time my Mortgage company ( Nationstar ) was considered a secured loan, which included escrow payments in my monthly fee. Those fees were {$1100.00}. I was in default of {$9800.00}, payments were included in the Trustee payment.I was informed in XX/XX/XXXX by my mortgage company that I needed to pay additional mortgage because the escrow increased. I later fell behind in my monthly mortgage payments and by XX/XX/XXXX i was in arrears of approx. {$15000.00}. Under a government program, Illinois Hardest Hit, in XXXX XXXX they paid my mortgage carrier {$18000.00}, my contribution to their forgivable loan was {$390.00} until XXXX XXXX. I then was responsible for the increased monthly mortgage of {$1400.00}. Last month I received a letter from Nationstar informing me that they failed to provide me with a yearly escrow analysis, since XX/XX/XXXX, because I am under bankruptcy, but because I requested an analysis, they completed one and there is a great shortage. I called them and told them I never requested an Escrow analysis but I thought I should have been informed yearly anyway. The mortgage payment then increased to {$1800.00}. I did not see any reflection of the paid defaulted mortgage.There is a carry over of an amount due of {$1600.00} on XX/XX/XXXX. How I do n't understand because Illinois Hardest Hit paid them a lump sum of my arrears. On the Escrow Analysis I received in XXXX XXXX, it does not list my current mortgage balance, yet it readily list projected charges XX/XX/XXXX as part of the reasons for such a huge increase. Nationstar never reported the mortgage default payment to my Bankruptcy Attorney or to my Chapter XXXX Trustee. When I brought this matter to the attention to my Bankruptcy Attorney, I was told they would look into the matter. I forwarded proof of mortgage default payments to my Bankruptcy Attorney, to no avail. I have had different attorneys because I was told some of them are no longer employed there. Nation star mortgage transfers me to one department after another without any resolution. They will not answer my question to date why they have n't noticed my bankruptcy Trustee about my mortgage being current. My bankruptcy is soon to be discharged in several months. I believe Nationstar Mortgage has intentionally mismanaged my escrow account. There was no reason for them not to provide me with an anual escrow disclosure, which would have notified me of any shortages in the escrow account.I have been very ill and now disabled.But I am now able to carefully read documents and follow-up on my account with mortgage provider.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-29 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BB&T CORPORATION
State: VA

Complaint narrative:
In XXXX, XXXX I opened a business account at BB & T in XXXX, XXXX. It was a joint account. In XXXX of XXXX I went to the bank to get copies of the account statement. I was told there was no record of the paperwork completed when we opened the account and therefore they would not release information. I was informed that the account had been closed in XXXX of XXXX without my knowledge or permission. I was told to get an attorney to subpoena the records from XXXX home office of BB & T. I contacted an attorney who stated I would have to file a lawsuit to get a subpoena and it would have to be signed by a judged. I do n't want to sue BB & T and run up a law bill the size of XXXX just to get my bank records.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-23 00:00:00
Product: Debt collection — I do not know
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: Atlantic Recovery Solutions LLC
State: CA

Complaint narrative:
I was contacted by XXXX XXXX at Atlantic Recovery Solutions. He said he was trying to reach someone regarding a debt they were trying to collect on. He gave me the person 's name and how much she owed. I asked how he got my number and he said she had used my name and number on a job application as a reference. 
I truly hope this is illegal behavior. This is public shaming and possible slander. To give out such information to others in this person 's field threatens her livelihood and career. And damages her reputation.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
My mortgage was sold by XXXX XXXX XXXX to Nationstar Mortgage with one year remaining. I paid off the mortgage on XXXX XXXX, 2015 with a certified cashiers check as was requested. I have been attempting to get a filed release of lien on this property. After contacting Nationstar customer service on multiple occasions, by phone and in writing, I have still not received the recorded release of lien. I did request and received an emailed copy of the notarized release dated XXXX XXXX, 2015 but it did not have any information related to filing. The County Clerk office for XXXX XXXX does not show a filing for the release as of today ( XX/XX/2015 ). I have contracted with an attorney, who sent letters to the XXXX addresses I had for Nationstar document administration. These letters were received and signed for on XXXX XXXX, 2015. 
I need to have the filed release of lien in order to apply for a Home Equity Line of Credit on the property. On XXXX XXXX it will be XXXX months since the loan was paid off and more than 2 months since the release was notarized but still not recorded. Nationstar has not responded to my attorney yet.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: WI

Complaint narrative:
My 15+ year mortgage was sold by XXXX to Nationstar earlier this year ( 2016 ). When I contacted Nationstar on XX/XX/XXXX to find out why my escrow disbursement had not yet been sent to myself or the city of XXXX and to find out when and how it would be sent ... Nationstar refused to clearly tell me how the escrow disbursement process worked and I was told that an expedited payment would be sent directly to the city and that I would be contacted as to when the payment was issued. When I expressed my concern and need for my tax bill to be paid in full before the end of 2016 and inquired as to how/when I would know the payment had occurred, I was told I would need to check with the city to determine if/when the payment was received. Nationstar NEVER contacted me about my expedited payment ... I only received SEVERAL marketing calls/emails from them ... .therefore, I contacted them. I was initially told that my expedited payment was issued on XX/XX/XXXX and I have been checking with the city of XXXX every day since then. No payment received. The week of XX/XX/XXXX, I again contacted Nationstar to confirm the expedited payment date and was then told that it was XX/XX/XXXX and not XX/XX/XXXX. I continued checking for the receipt of the payment with the city ... .no payment received. It is now XX/XX/XXXX, still no payment received. I contacted Nationstar this morning to again inquire about the expedited payment and was told that the payment was issued XX/XX/XXXX and pretty much that they 'd done their job ... too bad for me. This is the WORST mortgage service I have EVER received. Nationstar is clearly more interested in marketing to me then actually servicing my loan. I honestly feel like my loan was bought solely for marketing purposes and I am now suffering poor mortgage service as a result.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: IA

Complaint narrative:
I am so discouraged. I am a licensed mortgage lender. When I tell a client that they will get their mortgage refund in 2-3 weeks, they get their escrow refund. We on the other hand paid off our mortgage XXXX XXXX, 2016 and still XXXX XXXX, 2016 are still being told the check is in the mail.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: OK

Complaint narrative:
I need help working with Select Portfolio Servicing on my home mortgage. They advised me to not make payments to qualify for HAMP modification. Now, they have told me that I do not qualify for HAMP modification, and the home is in foreclosure. I only owe approx.. {$18000.00} on the home. Select Portfolio Servicing ordered an appraisal that values the home at {$67000.00}, 2 months ago. They have started foreclosure only since the appraisal was received, and they knew the equity was in the home. I have spoken with my local bank and they said the " ability to repay '' for my husband and me is within policy, according to the new XXXX XXXX requirements. We have fixed monthly income from Social Security and my husband 's pension. The only debts we have is our car loan and we recently paid off a small debt to " Whynotlease? '' We really feel they have advised us not to make payments until the review was completed. After the review was completed they said we did not qualify for a modification, and they began foreclosure. They realized there was equity in the home, and proceeded to foreclose for benefit of Select Portfolio Servicing. 
Please Help!! 
XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
I went to XXXX seeking help to modify the interest on my home loan. When we ( wife and I ) signed the documents, with Select Portfolio Servicing who were with with XXXX, we were not aware of the final balloon payment on the interest bearing principal balance added to my mortgage. I was never given a copy of this agreement. I became aware of this recently when I asked the homeownership counselor what my final payoff will be, the told me about this new balance on my mortgage. I feel that fraud and misleading information has taken place. This organization was not upfront nor honest with me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
This is an update based on new gathered information regarding Notary XXXX XXXX, an employee of Aurora Loan Services , LLC and Nationstar Mortgage , LLC. 

Please see attached letters from Colorado Secretary of State XXXX XXXX XXXX-Notary Section, Licensing & Enforcement. 

As of today, XXXX XXXX, XXXX, I have confirmed with XXXX XXXX that XXXX XXXX was required to and has failed to submit any copy of her journal entry for XXXX Quit Claim complaints filed against her from XXXX XXXX. 
We are disputing the validity of XXXX Quit Claim documents signed by XXXX XXXX and recorded in the XXXX XXXX County Recorders Office # XXXX on XXXX XXXX, XXXX and the XXXX XXXX County Recorders Office Document # XXXX on XXXX XXXX, XXXX. 
These documents are claiming that Nationstar Mortgage , LLC has sole beneficiary status of residential property. It is apparent by XXXX XXXX, an employee of Aurora Loan Services , LLC and Nationstar Mortgage , LLC. has deliberately refused to adhere to the Colorado Secretary of States numerous demands to produce the required journal entry for XXXX documents. Furthermore, I have attached an unrecorded Corporate Assignment which was submitted by Aurora/Nationstar attorney XXXX XXXX XXXX of XXXX only to the CFPB, however, XXXX XXXX has never filed this document with any court. XXXX XXXX is listed in a FOIA CONFIDENTIAL TREATMENT REQUESTED BY XXXX XXXX XXXX XXXX on XXXX XXXX, XXXX as Assistant Vice President of XXXX 's investment division which we believe is a conflict of interest as he has continued to litigate in bahalf of both XXXX and Nationstar by XXXX XXXX. ( Download of XXXX pages will not attach. I will mail a copy to the CFPB ) We are asking that the CFPB address and investigate these important notary violations from XXXX XXXX and her employees at Aurora Loan Services , LLC. and Nationstar Mortgage , LLC. 
If I can be of any further assistance in your investigation, please contact me anytime. 

Sincerely, XXXX XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-01-27 00:00:00
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
My husband and I a joint checking account at Bank of America, in XXXX, VA. The Bank allowed one of our check payees to cash the same check twice. In fact, the Bank allowed this payee to do this five different times, over a four-month period, for a total of {$1900.00}. I have the supporting documentation, including the record of the checking account debits and the duplicate check images that the Bank included in our checking account statements. I called the Bank 's fraud department today. The first person said it is not possible for a check to be cashed twice ; the system is designed to catch that. When I presented her with the evidence, she transferred me to the Bank 's check fraud department. The woman there said that because I wrote the checks in question, that was not fraud on the Bank and that I would have to go to the police to get my money back. When I told her that I was a lawyer and gave her the definition of fraud, she took my information and said that the Bank would be sending me the forms to file a claim, which would be reviewed by a claims analyst. She said I would get the forms within seven to ten business days. She suggested that I might want to close my account. I will file the claim, and I will get my money back. But I am appalled that Bank of America 's system allows the same check to be deposited twice. I am also appalled that neither of the Bank 's fraud department representatives appeared to view this as a serious customer security problem and that neither representative appeared interested in following up on the systems security issue. The woman in the check fraud department surmised that the payee had first deposited each check using a mobile app and then later deposited the hard copy of the check in an ATM. The checks were cashed in different check statement periods. So, the Bank 's representative working in the check fraud department believes that it is possible for a payee to deposit a check using a mobile app and then later to deposit the hard copy of the same check. But she apparently does n't think that is a serious security systems problem!!!

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 2017-03-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
My family has owned our home in XXXX, Arizona for over 30 years. I have had some major health issues the last few years and due to a XXXX and XXXX XXXX was forced to retire. I had a lapse in income after retiring while waiting for my XXXX checks to begin and as a result fell behind on my mortgage with Nationstar. Now that I am receiving a regular check from XXXX and with my wife 's income we can resume making our mortgage payments. The problem is that Nationstar will not accept our payment. They will not communicate with us or assign a point of contact. We have asked to be reviewed for modification programs through the federal or state government but they have not even opened a review. As a result we now have a foreclosure sale date set for XXXX XXXX, XXXX. This should not be happening because we can afford a fair payment if Nationstar just gave us a chance at a modification. 

My wife and I refinanced our home in XXXX. When I began having XXXX XXXX in XXXX and was unable to work we were allowed to apply for a loan modification and were approved. We made these payments without any problems until I XXXX in XXXX which left me unable to work. At this time the loan had been transferred to Nationstar. I do n't know why Nationstar is not even considering our current financial situation and working with us towards a restructured loan. I think it would be better for everyone and more money for Nationstar if they worked with us and allowed us to stay in the house instead of foreclosing on us. We are not that far behind on the loan and our balance is low as well. I definitely believe if Nationstar took the time to review our information we would qualify for help.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OK

Complaint narrative:
I was not notified that my escrow account was short or contacted to find a resolution. I found out about the increase of payment when I got an offer to refinance the loan. It went up from XXXX to XXXX, I ca n't make sense of why. I understand that it would go up when the insurance and property taxes would go up. I want to see in black and white why it went up and they seem to be unwilling to explain to where I understand. Part of the problem stems back to the original loan when they did not get a correct estimate on what the taxes would be and based it off of the taxes for the property alone without any buildings on it. If I have got it figure is that they are charging me for XXXX insurance payments and XXXX tax payments plus XXXX PMI and extra for the escrows the reason I believe that is that they added it all to the payment and not to the principal payment. This change and no cooperation is harming me and my family financial.

Company response to consumer: Closed with explanation