vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-06-06 00:00:00
Product: Credit card — 
Issue: Rewards — 
Company: AMERICAN EXPRESS COMPANY
State: SC

Complaint narrative:
I applied the XXXX platinum charge card which offered me XXXX Membership rewards points as the sign-up bonus. It required me finish XXXX dollars purchase within the first three months. However, the system gave me the sign-up bonus on XXXX XXXX and removed them on XXXX XXXX! That made me confused because I knew that I did not fulfill the spending requirement yet. I thought there must be something wrong with the system, so I did not pay attention to it and continued to purchase by using this card in order to satisfy the XXXX dollars spending requirement. However, even after I spent more than {$3000.00} dollars and waited several months, my account was not credited with the XXXX Membership rewards points. I contacted with XXXX via online chat which said I should make a phone call to XXXX. When I called the XXXX representative, she said I can not get the sign-up bonus because of some cancelled charges. That made me so shocked because I believe I did not cancel any transaction. Moreover, when I asked her to provide me the details which transaction I cancelled, she just told me she did not know and repeat over and over again their so-called " policy '' -once the sign-up bonus released and would not give back after removing. However, a friend of mine actually also confronted the same situation but got the sign-up bonus back after contacting XXXX! Their explanation is unacceptable because the fault is not made by me but XXXX system. I conservatively value XXXX Membership reward points equal to XXXX cents, so XXXX Membership rewards points are equal to {$2000.00} dollars. Therefore, I have to suspect that XXXX intentionally gave me and took back the XXXX, XXXX Membership rewards points sign-up bonus within 2 days in order to deprive my rights to acquire them.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-09-27 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: AMERICAN EXPRESS COMPANY
State: NC

Complaint narrative:
I am currently in the process of refinancing my home. To improve my credit score, I paid off a number of outstanding credit card balances including one for American Express. When my mortgagor requested for me to obtain a XXXX balance letter from AMEX, I thought this would be easy to resolve. I contacted AMEX on XXXX/XXXX/2016, made my request and they stated it would be faxed in 48-72 hours. No problem. By Monday, XXXX/XXXX/2016 at XXXX, the letter had not been received. I called back and made the request again. I spoke with XXXX in the XXXX balance area. She and her supervisor prioritized my request ( I thought ) and she stated the letter would be faxed within the hour. 
As of XXXX on XXXX/XXXX/2016, the letter had still not been received. I called back ... again ... this time I am informed that my account has a bal- ance of {$11.00}. I resolve this balance and am then told I have to wait another 24-48 hrs!!!!! Explain to me why I have to continue to wait when my requests could have been and should have been honored anytime between XX/XX/XXXX to XX/XX/XXXX?? Especially since I had closed my account as well ... it 's not like I could make any additional purchases!!!! 
This was poor client service ... and I work in client service. I was very disappointed that AMEX could not have reached out to me if they could not honor the request after they had guaranteed it. As a person that works in customer service, I am not impressed by AMEX ' customer service. I am thankful for the fact that I did close this account and do not have to deal with their lack of service further. Now let 's see how long it actually takes to obtain the zero balance letter.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-11-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CO

Complaint narrative:
I recently reviewed my Deed of Trust and Release of Deed of Trust on my property located in XXXX XXXX Colorado XXXX. In reviewing it I found a Deed of Trust was filed in or around XX/XX/XXXX which was paid. In XX/XX/XXXX all mortgages were paid in full on my property. Using the information from my XXXX from the mortgage company I sent a letter requesting this be resolved. I sent it Certified Return Receipts. On XXXX XXXX the letter was returned marked no forwarding address. The Mortgage Lender in question is Beneficial Finance and Subsidiaries the address listed on the XXXX was in XXXX NY. I also have attempted to reach them via an internet search and the XXXX number listed on the web site goes to an advertising organization. 

I have also found an address of Attn : XXXX, XXXX. XXXX XXXX, XXXX, FL XXXX. 
https XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-22 00:00:00
Product: Credit card — 
Issue: Closing/Cancelling account — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: VA

Complaint narrative:
I had a credit card for XXXX years and paid my balance each month. The card was with HSBC. For some unknown reason, they closed my account. I called them when my card did n't work and they stated they had no idea why but the account was closed and I 'd be informed in writing of this within XXXX days. They told me they could n't do anything. I would like to know why they are allowed to close accounts on people who pay their bill each month.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-27 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: TRANSWORLD SYSTEMS INC
State: TX

Complaint narrative:
This debt per my insurance company was not submitted. I have asked the doctors office multiple times to submit it to the correct insurance company for payment. They refuse to work with me. They refused to allow me to text them a copy of the insurance card. They do not have secured email to send the insurance card to. XXXX XXXX is the contact at XXXX XXXX XXXX and has refused to handle this situation in a professional manner. 

She has threaten to turn me to collections knowing very well that I have XXXX XXXX XXXX that will pay this in full and I would only owe a {$25.00} co-pay and yet she refuses to allow for a secure way for me to provide the information to her to resolve it. 

I work onsite with clients in various time zones and ca n't do " old school phone calls '' - they wo n't provide a portal and/or a texting ability to ensure I can securely send the information at a time outside of my normal working hours. 

They are on the verge of fraud for turning this to collections without processing to the insurance company that I have requested. My husband had me on his policy until end of XXXX 2016 and my insurance started on XXXX XXXX, 2016 so they were to either claim to his first mine secondary and/or determine what was going to pay out the best - mine policy was better and would only be a {$25.00} copay. 

My feeling is that they are having to write off more with my insurance policy thus trying to use only my husbands policy so they can ask for more out of pocket from me - this is on the verge of fraud and not in the best interest of the customer.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-15 00:00:00
Product: Credit card — 
Issue: Other — 
Company: AMERICAN EXPRESS COMPANY
State: MI

Complaint narrative:
I am an active duty service member. I have a credit card with American Express. In XX/XX/XXXX I requested SCRA benefits because I had heard American Express wil waive the annual fees for their account holders which American Express did. However, I am currently on a XXXX from XX/XX/XXXX to XX/XX/XXXX. I uploaded a copy of XXXX to American Express again to have SCRA benefits applied for the time of my deployment which should be a reduction in interest rate to 6 %. However, American Express keeps telling me that because my interest rate was previously adjusted for SCRA benefits they will not apply them again. At the moment I am currently deployed and paying a higher interest rate than 6 %. I have made this compplaint multiple times with American Express and have received XXXX letters saying my account was previously adjusted and no further action will be taken at this time.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-02-04 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not disclosed as an attempt to collect
Company: ENCORE CAPITAL GROUP INC.
State: MI

Complaint narrative:
mrc receivables too me to court over a debt. The agreement when I paid the debt was that it be removed from my credit report. This was in XXXX 2009. I paid the debt owed. Upon checking my credit report this debt is still on my report. I have called several times and sent several letters requesting this be taken off of my credit report. Mrc states they are not reporting to the credit bureaus which is correct. They have reported to our district court and will not provide me or the courts the documentation to remove this from my credit file. I have made all attempts at resolving this and they will not respond or tell me something is in the mail and I never receive it. This debt is also more than 7 years old from the original creditor.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-03 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ENCORE CAPITAL GROUP INC.
State: NY

Complaint narrative:
The case against me was discharged by a judge. I was instructed to have my Credit Report updated with the new information and the debt collecting company continues to dispute a court ordered dismissal.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-09 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: TX

Complaint narrative:
XXXX XXXX fraudulently reported a dispute on my credit report for a {$600.00} collection. This is shows as a revolving credit which was paid in full over a year ago. The dispute was finally removed after 4 months. However, my home loan is being denied 10 days before closing because XXXX XXXX/HSBC is refusing to delete the inquiry off my report. I am about to lose my home loan all because a {$600.00} collection was fraudulently disputed and effected my credit. If it had n't been disputed and the dispute recently removed, I would be approved for my home loan.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-09 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: TRANSWORLD SYSTEMS INC
State: IL

Complaint narrative:
XXXX XXXX is trying to collect {$250.00} from me for utility services provided at XXXX XXXX XXXX XXXX in XXXX, MA ( account # XXXX ). This account and this service is not mine ; I can only presume an account was opened under my name and SSN and this is a case of identity theft. 

XXXX XXXX sent the above amount due to collection agency Transworld Systems , Inc ( account # XXXX ). I first become aware of the problem in 2014 when I began receiving invoices from Transworld. 

Both XXXX XXXX and Transworld have been notified of the problem. A police report of identity theft has been filed with the XXXX Police Department ( report # XXXX ).

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-19 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: Navient Solutions, LLC.
State: OH

Complaint narrative:
Have a loan thru XXXX XXXX and have been paying on it for over 11 years. Several times over the years I was unable to make the payments and they only offered me a 3 month grace. Most recently I was unable to make a payment because I was unable to work and was told I had used all my options and not to make the payment and to call when I could make the payment. Well that put me in less than good standing and they are now contacting my co signers which I was never told that I could ask to have them removed from the account after making a certain number of payments. Navient is the one that has the account right now and was the one who told me not to make the payments. I now owe more than the original loan was nothing has ever been taken off th principal because i was never able to afford the principal payment. I just wish Ii had never got involved with This company! This was a loan out for my childs education.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-23 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: ENCORE CAPITAL GROUP INC.
State: NJ

Complaint narrative:
I received a call from my bank on XXXX XXXX XXXX informing me there was a hold on my account. From a debt owed since XXXX. They told me to call Midland credit management and they informed me to call pressler and pressler. I never received a court order or any letters pertaining to this ever. I informed them that this is clearly identity theft and they told me they were going to persue the case. I called theft identity.gov and i am going to my bank to get a copy of the court order then off to fill out a police report. I have good credit. I just purchased a new car and this never came up. My credit score is XXXX. Clearly not someone that does not pay her bills. I am getting the rin around. Please help.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-04-17 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: AMERICAN EXPRESS COMPANY
State: MN

Complaint narrative:
I withdrew {$500.00} from XXXX Bank 's ATM ( XXXX XXXX XXXX XXXX, MN XXXX ) When I tried to take my money it seemed to be stuck and I only received {$240.00}. I immediately went inside the bank and told them what happened and they told that I had to contact the debit card company. I called American Express Serve customer assistance and they filed a disputed transaction on my behalf. I was told that it would take 10 business days to process the dispute and I would receive an email to submit my statement, I did that right away. After 10 days I heard nothing and they would email the dispute team for a staus update. After 5 days I called again and they said the dispute team was working on it. I was told I would receive an email with an update. After countless calls speaking with supervisors and upper level managers each stating that I had their guarantee that In would hear from the within 2 business days. I also was told originally that if it was n't resolved after 10 days I would receive a temporary credit for the {$260.00} which is the dispute amount, That never happened. I contacted the Minnesota State XXXX Consumer Complaint Department and they said they would look into it. After a period of about 3 days the I received the temporary credit of {$260.00} untol the matter was resolved. I originally filed the dispute on XXXX/XXXX/2016 I did n't receive the temporary credit until XXXX/XXXX/2016. On XXXX XXXX I received an email that the ATM company took {$60.00} back from the documents they have. I was told I could request those documents. I requested them and again after numerous calls they finally sent them. I can email you those documents if you would like. The documents state that I requested {$500.00} which is not true I requested {$260.00}. They also said they reviewed the camera footage and saw I was having trouble obtaining the cash and a few bills the wind blew from my hands.I will wait your response, I realize it 's only {$60.00} but my only in come is social security XXXX. I have XXXX and I have some medical expenses that are n't covered and the {$60.00} is a lot to me.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
Working on HSBC re-fin. Ask us to buy additional XXXX insurance to cover further improvements and betterments that DO NOT even exist. 
First, according to XXXX rule, XXXX does not require XXXX insurance when master EOI is covered all. Our master EOI confirmed the developer had the CC & Rs written as such so that the XXXX requirement would be waived by lenders when first selling the units. Master EOI confirmed upgrades, betterments and improvements provided by the developer to the original unit owner are covered by the XXXX per CC & Rs. As I noted below, developer had CC & Rs drafted as such to waive the XXXX requirement of lenders for the first unit owners. Any further upgrades, betterments & improvements that may be done - ie. later by unit owner - are NOT covered. HSBC underwriter asked us to provide the CC & R statement and we did and now HSBC underwriter ignored this CC & R policy. 
There is no further improvement and betterments in our property. Hence, there is no reason to buy XXXX policy to insure improvements and betterments that DO NOT even exist. I spoke to the loan processor and HSBC loan processor argues their policy to cover " FUTURE improvements and betterments. '' I believe the XXXX policy is covered the current items not future items or any non-existing items. 
Note : HSBC has settlement in Massachusetts with Homeowners - Once a homeowner shows proof he has other insurance coverage on his house, the force-placed insurance should be removed.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-14 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: WI

Complaint narrative:
We paid a monthly mortgage on line on XXXX/XXXX/16 but did not receive a confirmation number, so the next day XXXX/XXXX/16 we looked on line at the bank statement and did not see it as pending so we went on line to the mortgage company again a did the payment and this time got a confirmation number. The next day we looked on the online bank statement and saw two payments for the mortgage one paid and one pending. We then called the mortgage company telling of this error which made an overdraft in the checking account. They said to send them copies of the bank statement a the wire routing number for the bank and they would take care of it. Well the next day we did not see anything happening so we call Nation Star Mortgage again and they said they got the fax but could not read the bank statement page so instead of calling us they did nothing because they did not know which XXXX of the XXXX phone numbers to reach us at. So we refaxed the info again and after two more phone calls and 6 hours later they said they got all the info, but now it would take 10 to 14 business day to process the fund refund back into the checking account. We are being charged {$35.00} a day to the over draft. I understand it was our error for this but I do n't understand why it takes so long to as the mortgage company says to review the paper work and refund the money when it only takes 10 minutes to pull the money from our account to start with. Now they have our extra money and are making interest off it foe the 10 to 14 days but ca n't move any faster cause of this review process, which is only having A Person look over the paper work and then issue a credit refund calling it their policy. I believe their policy is only to make more money off of situation like this, and it need to be revised.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-28 00:00:00
Product: Debt collection — Credit card
Issue: False statements or representation — Attempted to collect wrong amount
Company: ENCORE CAPITAL GROUP INC.
State: NY

Complaint narrative:
Midland Credit Management has been trying to collect on a credit card debt I had accrued on a XXXX.. 

The debt letters they sent me stated that my max percentage of discount I could receive would be 20 %. 

The mother of my children who 's lived with me for XXXX years also has some credit card debt with XXXX . Frankly it 's more my debt, but anyways point is, it 's ALSO in collection status and also with Midland Credit Management. 

The offer she was given was 40 %. When I contacted MCM management the supervisor acknowledged that our accounts are not being given the same discount percentages. Instead XXXX tried to negotiate with me. He was negotiating terms like a salesperson at a commisions based electronics store .... 

When I asked him to match the 40 % discount given to my wife, he said being in my shoes he would do the same, however, he was unable to provide me 40 %, only 35 % and the reason for it was because my account was in some other type of department or status, that was all he could say. 

When I told him that negotiations were not part of why I was calling, he tried to tell me to basically take it or leave it, and even told me to hang up the phone, it made no difference to him. 

I repeatedly expressed my desire to make a payment agreement of either 40 % XXXX time payment or 35 % XXXX payments before we got off the phone. The offer which was made to me prior was 30 % at XXXX payments ( 50 % each ) to pay off the balance. One supposed to be made on XXXX XXXX and one for XXXX XXXX ... 

However, XXXX XXXX felt it was better to try and negotiate percentage points with me. He would NOT accept ANY arrangement asked by me. Instead everytime I would ask him if they would accept a deal, they would instead just counter with a lower percentage, and would require it as a 1 time payment. 

Tired of this harassment, I told them to cancel ALL payment agreements until I was given the correct percentage discount off my debt that my wife was receiving for the same creditor/collection agency. 

I urge for your assistance with this matter, to prevent this company from allowing to continue doing business as it is currently. They have poor training it seems at MCM on how to deal with consumer debt as I was literally negotiating with a high level supervisor over a matter of 1-3 % at times .... 

Ultimately they failed to match the discount given to my wife, so I canceled any payment agreements until they get their act together.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-05-05 00:00:00
Product: Prepaid card — General purpose card
Issue: Unauthorized transactions/trans. issues — 
Company: AMERICAN EXPRESS COMPANY
State: NC

Complaint narrative:
Hello, My name is XXXX XXXX. I am writing in regards to a complaint about American Express Bluebird Card # XXXX. 
XXXX XXXX, 2015, I submitted a Bill Payment of : {$67.00} to XXXX XXXX. 
To date, this payment has yet to be posted to my Credit Card account as a payment, and I can not receive any assistance from your overseas Customer Service agents. 
They tell me this the payment was completed, and paid out, but can not prove such with a date stamp, copy of a check or signature of who signed and where they cashed the check. 
Your service is the utmost inaccurate and dubious thing I have ever come across. 
I would like to know where my money is and why it has not been posted to my CreditCard account. 
My Credit Card customer care team requires proof that they cashed the check and your XXXX agents are not very resourceful and helpful in getting this resolved. 

I am very angrily awaiting a response from your disputes team and hopefully from American Express Corporate.

Company response to consumer: Closed with explanation