vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-07-04 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: CT

Complaint narrative:
I was unaware for two days that my bank of America business checking was XXXX dollars in the negative. I rely on my phone for bank alerts, but was having technical difficulties with email updating. In the course of 2 days, XXXX XXXX and XXXX I had XXXX - {$35.00} fees from BOA that equated to {$310.00}. Mind you that my account was only {$110.00} negative. I promptly went to see a representative at XXXX sharp. Was extremely professional and said to him " I have a bunch of overdraft fees in just two days, and I 'm sure you 'll be able to waive them for me since I am a long time customer. '' Well ... I could n't have been more wrong, very, snootily and with much disdain he and confirmed by his manager, clearly stated that these were my errors and not the banks and under no circumstances will they waive the fees. I continued to be courteous and professional and pleaded with him to re-consider. He refused. I then said " Well if that 's what BOA considers Great! customer service, I no longer want to bank here, and lets please start the proceedings to close my business checking and savings account. I then in a last ditch effort, asked him squarely, " You would rather take my money in fees ( {$310.00} ) and lose my business, than help me on this matter, to continue having a loyal bank customer. His reply was " Its out of my hands the people upstairs call the shots, and I 'm sorry there is nothing I can do. " Then to make matters worse, I had deposited the amount I was over drawn, but did not have the money to pay the late fees remaining, {$280.00}. The manager then with no emotion whatsoever forewarned me that if the remaining fees were not paid XXXX things are going to happen that BOA will implement to take action against me. 1. In two days the balance will go to collection, 2. we send an alert out to all banks in our system, and you will NOT be able to open an account ANYWHERE!!! 
I own a small business, I need a business account, I had to borrow the {$280.00} to be able to open an account somewhere else. So in less than 20 minutes I went from a faithful BOA customer to we could care less about you and your problems. I left there feeling so helpless, and absolutely bullied by this way too big bank, BOA.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-12-19 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 I paid off a XXXX smart option loan in the amount of {$1100.00} to a closed school. The school has been closed since XXXX/XXXX/XXXX. XXXX XXXX I told Navient that I would be able to settle my second private loan that is {$5600.00} in the XX/XX/XXXX. Navient reneged and sent me to XXXX. I agreed to settle for {$2500.00} with XXXX. XXXX bank felt as though that the transaction to XXXX XXXX was fraud and froze my account until XXXX XXXX. XXXX XXXX asked if I can get a third party involved to make payment. My third partys bank is XXXX. When he was getting ready to make the transfer XXXX XXXX acted like they did not want to give him their routing number. In order to do a wire transfer here in the USA you need a routing number for the bank. Two weeks went by and XXXX XXXX contacted my third party again about payment. XXXX broke the law by contacting hmi without my consent. I spoke to XXXX XXXX manager XXXX XXXX and he said he would write a letter to settle the account for a {$0.00} balance.I waited two months contacting XXXX XXXX with no resolution they were ignoring my calls. I contacted NAvient in XXXX XXXX abou this issue. Their escalation deprtment admitted that have had problems with XXXX and I asked them why did they send me to them if they knew that. All year XXXX the escalation deprtment has done nothing to resolve this issue. I contacted the Consumer Advocate group this past fall. They keep saying that the School I still open and that they need a letter from the XXXX. I gave them a letter from the XXXX XXXX XXXX XXXX XXXX, email from XXXX office, XXXX email, and email from XXXX other federal student aid agents. would like a refund for the private loan I paid for to the closed school to be settlement for my second private loan with Navient. Navient refuses stating that the school is open. It is not. I keep uploading pictures, documents to no avail. Even though Ive been in contact with Navient they told me in XXXX that my loan was coming back to them so we can resolve the issue. That was a lie They sent my loa to another collection agency in XXXX with the amount owed of {$7000.00}. That is not right

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-02 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: PR

Complaint narrative:
When my initial payments began I was still in XXXX - I got the loan to study a XXXX at the University XXXX XXXX and XXXX. I 've been planning to build a life there since it was better than my home XXXX. At the time I could n't pay the monthly payments because my savings were low and I did not have a job despite numerous job applications. I 've had to use XXXX XXXX/Navient 's forebearance which has upped my monthly payments since interest accrued. They tell me that due to my Smart Option Loan, I can not apply for Interest or Monthly rate deduction, that I can only have it reduced if I go back to school or find a job. I am still in the process of that, day after day. My cosigner, my elderly grandfather, can not afford to pay forever. Simply put, I wish for them to cut my monthly payments in half, which would be a lot more manageable for me and my cosigner, so I could breathe easier whilst I search for a job. I have called them numerous times, explained my situation in detail, my lack of money, my time dealing with XXXX to stay in XXXX and since returning home, I 've been diligently trying to find a job, to no positives yet. While I can understand terms and conditions of what one signs, it seems irresponsible of a lender to not want to help a borrower when they make claims that they can or will do so.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-29 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.

Complaint narrative:
There is a considerable discrepancy - {$2000.00} to {$4000.00} - between what Navient [ the company that is now managing the loan ( but not the original loan provider ) claims I owe and what I actually owe ; I owe $ XXXX to XXXX less than they claim. Despite my repeated requests, Navient has failed to trace the source of their error, because they have only partial records of the loan history. Despite my repeated attempts, they have failed to produce the complete documentation of my loan history, nor do they have the original loan documents. Their is no record of the first repayments I made, and other payments, that are recorded, went towards repaying a lower-interest incuring loan, when a loan that was incurring higher interest had n't been completely paid off. In short, my loan has been mismanaged, either by Navient, or the company that was manahing the loan before Navient ; and they seem to have a very partial record of the loan history. I believe my outstanding student loan debt should be erased.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Our issue began this year, because of a mortgage default. We attempt on several occasion to rectify with Bank of America. Currently we have experience a lack of communication by our appointed point of contact, and customer retention manager ( CRM ). We have receive notice that we qualify for a short sale, however after only two months of marketing we were informed that our marketing period had ended. We have research and informed the bank that in our current market the time frame to sale is at a minimum of 120 days. We have set varies appointment with the CRM, in which no effort to make contact was made by BOA, neither to us or to the Realtor on file. When we attempt to call the bank the representative who answer tells us that our CRM is not currently available, and attempts to help us with a limited capacity/ while informing us that we would have to make another appointment with the assign CRM. Our Realtor, using the XXXX system has submit, a offer ( cash ) that has been waiting in the equator system, for almost a week. Upon calling Bank of America, they informed us that the offer has not been reviewed, and that current the reviewer is not available. Furthermore that the Customer Retention Managers do not have access to the very system they are should using to help us with the short sale. As a Veteran of XXXX, I expected a little more cooperation. I have repeatedly ask that the property be reevaluated, as the values in our have are on a continuous decline. I am not sure where to turn. I am even willing to complete a deed in lieu, however upon asking the bank, apparently that is not an option. How is that not an option if the foreclosure sale date was already set.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-20 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: CA

Complaint narrative:
I am very sorry to make another formal complaint against members of the Navient 's collection department but they are quite disrespectful towards me when I make a payment. Consumer service reps including XXXX and XXXX was very disrespectful. XXXX did not understand proper XXXX and talked very disrespectfully towards me. Meanwhile, XXXX seem to have a problem with me on a personal level. However, supervisor XXXX XXXX openly stated that he would go to bat for his employees despite their disrespectful statements because he did not believe they were in the wrong XXXX XXXX was openly trying to gaslight me as woman and trying to talk over me. He openly expressed that he felt that I was problematic for standing up against his disrespectful staff. I felt that dogs respond better to my questions than most of the staff at Navient. Personally, it seems like many people inside of the Navient 's collections department do not want me to make payments towards my loan.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-07 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
My last Citi credit card statement included a late fee of {$20.00}. When I called the company for an explanation, they told me it was for a late XX/XX/XXXX payment ; going on to explain that my payment is due to Citi on XX/XX/XXXX and THEIR records show that the payment was not received until XX/XX/XXXX. 

This puzzled and disturbed me because I had previously set up the payment electronically through my checking account to arrive on time. So, I did some investigating and as you can see from my attached XXXX Bank statement, the funds were electronically transferred to Citi on XX/XX/XXXX with an expected delivery date of XX/XX/XXXX 

Even if, for the sake of argument, the payment did not arrive on XX/XX/XXXX as expected, there is ABSOLUTELY NO WAY AN " ELECTRONIC PAYMENT '' TOOK XXXX DAYS to get to Citi! The company may have refused to recognize it but they did receive it in advance of the due date. I am writing to you because I need your help. Citi has denied my request for a refund both on the phone and in a written letter. And I believe that this is unacceptable! A prime example of a big company taking advantage of the little consumer. Please help me because I NEED my {$20.00}. In this challenging economy, my husband and I are finding it very difficult to make ends meet. Therefore, I must pursue this matter as I can not afford to ignore it. 

Lastly, I would like the company invested to see how many other consumers electronic payments are being " ignored '' so that Citi can charge a {$20.00} " late '' fee. 

Thank you for your assistance, XXXX XXXX XXXX, NJ XXXX Work # : XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-10 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
Complaints [ Bank of America, Home Equity Line of Credit ( HELOC ) ] : ( 1 ) Numerous software/customer interface problems. 
( 2 ) After repeated requests, unable to obtain the " loan application '' referenced in the signed " Borrower 's Certification and Authorization, item 1 ''. In the same paragraph, item 1, it states that " I certify that all of the information is true and complete. '' ( 3 ) I was also unable to obtain the " loan '' details until just before closing, in which items unknown and never discussed were verbally communicated to me. 
( 4 ) After I gave them the ultimatum that " If I did n't get a copy of the loan application I would not close '', no more of my questions were addressed and they just wanted us to sign the closing docs. We never did and I am currently going through the process with other banks. 

Note : I have detailed information and content on all correspondence with the following contacts. 

Contacts ( telecons, emails, and CCs ) : - XXXX XXXX ( XXXX XXXX ), Mortgage Loan Officer ( evaded my email questions and always wanted to hand me to others ) - XXXX XXXX (? ), Chairman and CEO ( CCs triggered many responses and moved the process time from 6-8 wks. to 4 ) - XXXX XXXX (? ), XXXX XXXX 's manager ( no responses ) - XXXX XXXX ( XXXX ), VP, Fulfillment Team Leader - Consumer Lending Client Experience ( seemed very responsive, but stopped communicating after item ( 4 ) above ) - XXXX XXXX (? ), Site Operations manager ( I left a return call message, no response, and he later claimed voice mail issues ) - XXXX XXXX (? ), Home Services Specialist ( responded well, expedited process, good performance ) - XXXX XXXX ( XXXX ), Inbound Specialist ( the best customer experience that I received, actually seemed concerned and answered all of my questions ) - XXXX XXXX (? ), XXXX XXXX 's manager and Call Center Supervisor ( after discussing my loan app concern and ultimatum in items ( 2 ) and ( 4 ) above, she said she would get back to me with a resolution in two days, and she never did )

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 2017-01-20 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: CT

Complaint narrative:
Hi, I obtained my XXXX XXXX XXXX, and subsequently accrued over XXXX in student loan debt with XXXX/Navient as my servicer. I took out the loans in XX/XX/XXXX, and I graduated in XX/XX/XXXX. Immediately after graduating I was unemployed so I was not able to make the incredibley high payment of almost XXXX a month. XXXX/Navient pushed me into forbearance and offered me no other options. I had a difficult time making payments for a full year and they pushed me into a bigger hole with higher interest rates and more debt because of constant forbearance. Since, I have a good job and make decent money, but my payments are still almost XXXX a month. I am able to make my payments, but I am now a home owner with a baby on the way. Navient will not work with me in any way. I have noticed that even after paying my student loans on time, every month, for years, my student loan Balance is pretty much the same as it was in XX/XX/XXXX. It appears as if some of my payments were n't applied to their respective loans, and suddenly vanished, on several occasions as well. Navient is a bunch of crooks and I do not know what I can do at this point. I have tried to consolidate to other companies but I have been turned down. Probably because Navient ruined my credit, and I have had a XXXX XXXX to build it to a decent score. Please help me

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-08 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN

Complaint narrative:
I was solicited by Bank of America to transfer a balance with a a promotional 0 % on the transfer and purchases for 18 months. That is how it was presented per phone conversation XX/XX/2016. The very first purchase I made on top of the balance transfer was charged interest. When I called they said ONLY the balance t transfer was promotional. That was NOT how it was presen ted. I had a credit card with low interest rate. BOA has CSR that misrepresent. I called to make sure I asked all the right questions when I got their solicitation in mail. This is their MO. Since you NEVER know who you are talking to and where except today when I called to complain. I actually spoke to someone I could understand. Funny how that worked.

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 2016-09-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Application, originator, mortgage broker — 
Company: Fidelity National Financial, Inc
State: TX

Complaint narrative:
This complaint is submitted to force an inquiry into both Fidelity National Title and XXXX surrounding the events leading up to the refinaincing of my home located at XXXX XXXX XXXX, XXXX XXXX, TX XXXX. 

Short backstory : Initially I had erroneously thought that the continuing problems and erosion of my credit standing was due to the negligence of XXXX against whom I had lodged a complaint with the CFPB and the Texas Department of Savings and Mortgage Lending. After my complaint was received by the aforementioned agencies it was found that XXXX Committed no error in its reporting against my credit, nor in its handling of the payoff received from XXXX. 

After more months of waiting/searching for answers seeking legal consultation, I reached out to XXXX during the week of XXXX XXXX, XXXX and spoke with them. They relayed what I had heard before which is that Fidelity Title failed to request a new payoff statement prior to closing on my home in XXXX of XXXX. Had Fidelity National Title requested a new payoff, they would have found that taxes were paid between the time of the payoff statement and my closing in late XXXX XXXX XXXX. The bottom line is this : Had Fidelity National Title done its due diligence and requested a new payoff statement, they would have seen taxes paid and my refinance could have been pushed back a few days to make adjustment on the final closing figures. Instead, no one at Fidelity National Title of XXXX thought to go back and ensure the payoff statement was still good and the result is the credit of me and my wife being ruined and XXXX Mortgage wanting full payment of anywhere from {$4200.00} - {$7600.00} depending upon what document I look at. Either way, this could have been avoided and I am asking for an investigation into this matter to bring to light who dropped the ball and why. Moreover, we sold the house in question in XXXX XXXX and Fidelity National Title is pushing the matter off on to the buyer 's title company ( they had nothing to do with this matter ). There are no, nor have there ever been any liens against the property and consequently, the other title company being pulled into this mess has no play in this matter. 

This matter has so devastated my credit and my standing with the VA ad a XXXX veteran that I can not obtain a mortgage that will put my family in a better financial position. 

The entities in question are : XXXX XXXX, Fidelity National Title, XXXX FM XXXX, XXXX XXXX, XXXX XXXX, TX XXXX ( XXXX ) XXXX and XXXX ( he is a manager ), XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, AR XXXX ( XXXX ) XXXX ; have only successfully reached this guy once ( perhaps twice ), but he knows a bad payoff statement was used and has n't returned any of my calls since.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-25 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: MO

Complaint narrative:
I enrolled in graduate school this past fall, and reached out to all my loan providers to confirm deferment of my monthly payments. After a few phone calls, everything was set. I went through all of the fall semester without issue. I randomly logged into my Navient account this past XXXX to check on my account, and I noticed a payment scheduled for XXXX. Totally clueless, I called them immediately to see what was going on. I was advised more than once ( on separate phone calls ) that the issues was related to the clearinghouse that confirms full-time enrollment. Navient advised that all I needed was to provide them with an enrollment verification, and everything would be fixed. Unfortunately, I was out of the country for part of my winter break, and in conjunction with the holidays, I could not get this to them prior to returning to school on XXXX XXXX. I called Navient again, and was told for the first time that I owed them interest-only payments during in-school deferment. This was the first I had heard of this. I asked for a manager. The manager ( XXXX ) was extremely rude and unhelpful. She told me I was not charged in XXXX by mistake, and was charged in XXXX. I was not charged in XXXX. I received no payment reminder emails during the month. The manager offered zero help in the way of mutually working some plan out. She advised me I could sign up to make 15 straight monthly payments, but having not planned to be making these payments during graduate school, I told her that I did n't know how I could start coming up with that money out of nowhere. Finally, her suggested solution, if you can call it that, was that I just refinance with someone else. I feel like I was misled and disrespected.

Company response to consumer: Closed with explanation