vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-07-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Following a refinance of my home in XX/XX/XXXX, my mortgage transitioned from XXXX to Shellpoint Mortgage in XX/XX/XXXX. 
In the past, I have always set-up my mortgage payments for automatic withdrawal with previous mortgage servicers ; however, Shellpoint did not offer that option in my first payment ( s ). 

I attempted to set-up automatic withdrawal in subsequent monthly mortgage payments, but their system would not allow me to do so because I did not pay my mortgage ahead of the payment due date ( they treated as if it was past due at that time ). 

Despite the fact that I elected to receive paperless e-statements, Shellpoint also does not proactively send me my e-statements via email, nor do they send me courtesy reminder emails to make my payments on-time. 

This lack of service makes it extremely tough to remember to make timely payments, particularly during the middle of a global pandemic when I have XXXX kids under the age of XXXX that are all at home because of school closures, and without reliable childcare. 

Fast forward a few months, I made my XX/XX/XXXX mortgage payment 2 days late beyond the grace period and they assessed a {$270.00} late fee to my account. 

At the same time of my most recent payment, I was finally able to set-up my account for automatic payments on the XXXX of each month ( not sure why it worked this time over the other attempts I have made in the past ) ; therefore, this situation will not happen again. 

I have called Shellpoint 's customer service hotline several times, and spoken with several representatives/supervisors explaining to them what I mentioned above, and they are refusing to budge on removing the late fee because they said this situation was not a systematic issue caused on their end. 

It has now become undeniably clear to me that the servicing model that Shellpoint has set-up is intentionally designed to incentivize late fees by not publishing e-statements, reminder emails, streamlined set-up of automated payments, or the sufficient customer service needed to facilitate timely payments of debt obligations. 

This lending practice is predatory, albeit extremely stealthy, but I am truly stunned that they are completely unwilling to remove the late fee especially since I have signed up for automatic payments moving forward to make 100 % certain this situation will not happen again. 
Please help!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-07-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: FL

Complaint narrative:
I HAVE REVIEWED MY CREDIT REPORT AND FOUND SOME INACCURATE ACCOUNTS AND ENTRIES IDENTIFIED AS INQUIRIES THAT WAS PLACED ON MY CREDIT WITHOUT MY KNOWLEDGE. THESE NEGATIVE ACCOUNTS AND INQUIRIES HAVE CAUSED A GREAT DEED OF HARDSHIP ON MY CREDIT. IT IS SO UNFAIR TO ME BECAUSE I FEEL LIKE I'M IN THIS SITUATION BECAUSE OF SOMEONE ELSE 'S SELFISH WAYS AND I HAVE NO OTHER CHOICE BUT TO SUFFER THE CONSEQUENCES. I HAVE ABSOLUTELY NO IDEA OF ANYONE WHO WOULD HAVE MY PERSONAL INFORMATION TO BE ABLE TO DO SUCH A THING TO MY CREDIT. IT IS NOW SO HARD FOR ME TO ACQUIRE NEW CREDIT WITH MY CREDIT BEING DAMAGED THE WAY IT IS. I'M ASKING THAT YOU PLEASE RE-INVESTIGATE THE ACCOUNTS AND INQUIRIES AND HAVE THEM REMOVED OFF MY CREDIT AS SOON AS POSSIBLE. ALSO KEEP IN MIND THAT THE ACCOUNTS AND INQUIRIES DOES NOT RELATE TO ANY TRANSACTIONS MADE BY ME.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-07-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I HAVE REVIEWED MY CREDIT REPORT AND FOUND SOME INACCURATE ACCOUNTS AND ENTRIES IDENTIFIED AS INQUIRIES THAT WAS PLACED ON MY CREDIT WITHOUT MY KNOWLEDGE. THESE NEGATIVE ACCOUNTS AND INQUIRIES HAVE CAUSED A GREAT DEED OF HARDSHIP ON MY CREDIT. IT IS SO UNFAIR TO ME BECAUSE I FEEL LIKE I'M IN THIS SITUATION BECAUSE OF SOMEONE ELSE 'S SELFISH WAYS AND I HAVE NO OTHER CHOICE BUT TO SUFFER THE CONSEQUENCES. I HAVE ABSOLUTELY NO IDEA OF ANYONE WHO WOULD HAVE MY PERSONAL INFORMATION TO BE ABLE TO DO SUCH A THING TO MY CREDIT. IT IS NOW SO HARD FOR ME TO ACQUIRE NEW CREDIT WITH MY CREDIT BEING DAMAGED THE WAY IT IS. I'M ASKING THAT YOU PLEASE RE-INVESTIGATE THE ACCOUNTS AND INQUIRIES AND HAVE THEM REMOVED OFF MY CREDIT AS SOON AS POSSIBLE. ALSO KEEP IN MIND THAT THE ACCOUNTS AND INQUIRIES DOES NOT RELATE TO ANY TRANSACTIONS MADE BY ME.

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 2020-07-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other service problem — 
Company: PNC Bank N.A.
State: KY

Complaint narrative:
Won't let XXXX connect to my pnc account.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-07-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: MONEY SOURCE, INC., THE
State: CA

Complaint narrative:
In XX/XX/XXXX, I was Contacted to refinance my FH a mortgage and lower my payments the first payment was lower than my original payment prior to refinancing currently I still have a higher payment than my original mortgage and my loan servicer Doesnt have anybody who can help me answering the phones Ive given up multiple times trying to fix this apparently my escrow account is the problem and I dont understand I currently have a forbearance that expired and I owe {$25.00} towards my XXXX payment which was part of the forbearance and the entire XX/XX/XXXX payment I can not get in contact with the money source , the company that services Service is my loan but thats nothing new I am barely ever been able to contact them since they started servicing my loan I dont understand why they show my mortgage payment due for XX/XX/XXXX has almost {$7000.00} and I do not understand why my refinance has made my mortgage payment different all the time and hireThen my original FH a loanSpace can you please help me get my payments solidified to one amount and correct the problem they created with my escrow account theres nobody at the company named The Money Source who can help me

Company response to consumer: Closed with explanation
Consumer complaint received 2020-07-28 00:00:00
Product: Debt collection — Medical debt
Issue: Threatened to contact someone or share information improperly — Talked to a third-party about your debt
Company: The Outsource Group, Inc
State: MO

Complaint narrative:
Medicredit has reported on all 3 major CBRs that this is a new account as of XX/XX/2020, they are reporting me as currently late on a new account that is not classified as medical debt, and they are continuing to damage my credit by violating the federal C.A.R.E.S act. Not only that but the original creditor has a computer problem on the date that I believe I recieved service and they do not have the correct information either.

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 2020-07-28 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem when attempting to purchase vehicle at the end of the lease
Company: BMW Financial Services NA, LLC
State: CA

Complaint narrative:
I had traded in my leased BMW vehicle, a XXXX XXXX XXXX XXXX, to a XXXX dealership on XX/XX/XXXX when I purchased another car. On that same day, I had requested and received a payoff letter from BMW Financial Services showing a payoff amount of {$27000.00}, specifying that it may be titled to the original lessee ( me ) or a " licensed automobile retailer ''. This payoff amount was listed as being valid until XX/XX/XXXX, and I have attached this letter to this complaint. 

I traded in the car to XXXX XXXX of XXXX, which is a dealership licensed in the state of California for retail car sales. XXXX sent funds in the amount of {$28000.00} to BMW Financial Services ( they had obtained a payoff {$1000.00} higher than the one sent to us ). This payment was received and processed by BMW Financial Services on XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter from BMW Financial Services stating that there was a balance of {$5000.00} on the vehicle, and that the payoff was actually {$33000.00}. This is not what their original payoff letter on XX/XX/XXXX stated, nor is it the payoff amount that the XXXX dealer obtained prior to mailing the payoff funds to BMW.

Upon calling BMW, they stated that there was a {$6000.00} discount applied to the direct customer purchase of the vehicle. As is clear in all payoff documentation that we have received, this was never specified, implied, explained, nor stipulated in any way whatsoever. This also does not explain the different dealer payoff amount that was obtained by the dealer which payed off the vehicle. Again, the only stipulation mentioned anywhere in the payoff letter provided to us is on page ( 3 ) of the attached payoff letter in which they state " Due to state regulations, the title can only be transferred to the original lessee or licensed automobile retailer. ''

Company response to consumer: Closed with explanation
Consumer complaint received 2020-07-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Flagstar Bank, N.A.
State: OH

Complaint narrative:
I hold a mortgage loan with Flagstar Bank, headquartered in MI. 

I am in the final stages of refinancing my mortgage loan, with an original closing date in XXXX. XXXX XXXX is the company that I am closing on the refi with. 

Since I believed that we were closing on our loan in XXXX, we did not make our mortgage payment. Due to COVID-19, our closing date got pushed back at the last minute to the end of XXXX, then into XXXX, due to emerging health advisories and the ability of a notary to come to my residence. My wife and I forgot to reinstate our bill pay to pay the mortgage for XXXX after thinking that we were closing on our refi. 

Once we realized our mistake, in XXXX, we immediately paid our XXXX payment. The company has reported me mortgage as late to the credit bureaus and refuses to remove it. 

This is not an accurate reflection of our ability to pay and in fact this reporting is contrary to an accurate financial picture of our loan obligation which has NEVER BEEN 30 DAYS LATE during the entire time that this company and their predecessor in interest have owned and serviced our loan. 

I want this one late mark removed from our credit reports for this reason.

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 2020-07-28 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Impersonated attorney, law enforcement, or government official
Company: Credit Control, LLC
State: CA

Complaint narrative:
I received a letter from Credit Control LLC dated XX/XX/2020 indicating that I promised to pay an amount certain on a future date. 

1 ) I never verbally or in writing made any payment commitment, 2 ) How can I make a commitment on a date in the future?

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 2020-07-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC

Complaint narrative:
I am currently under the CARES ACT of XX/XX/2020 for my FHA Mortgage loan with XXXX & XXXX. Based on the guidelines under this act, my credit is not supposed to be effective. However, XXXX & XXXX is showing the amount of Past Due Payments which has affected my credit score. Per the guidelines, the credit account should show as current. The rep I spoke with at XXXX & XXXX stated because this is a forbearance and they have to report the past due amounts. This should be an exception in this case based on CARES guideline. This is unacceptable if you read the CARES ACT guidelines.

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 2020-07-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
XXXX and Experian should not be reporting that I am ( 30 ) days late on the XXXX XXXX partial account number XXXX. ( Please see page attached from my credit report. ) I was directly affected by Hurricane Harvey and was not able to work. I contacted the bank to make payment arrangements on this account, which the bank accepted. I was told that since I had made payment arrangements that no lates would be reporting on my credit report. Unfortunately, the bank did not honor our agreement. The account balance reporting also is incorrect. This false reporting of lates is seriously harming my credit score and this line item needs to be removed from my credit report. I have contacted the bureaus to remove this however, I have not been successful.

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 2020-07-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: U.S. BANCORP
State: SD

Complaint narrative:
On XX/XX/2020, I contacted US Bank to place a stop payment on charges to my checking account from XXXX XXXX. The representative I spoke with advised me of the {$35.00} fee, and I agreed. The {$35.00} was applied to my checking account. I was under the impression ALL charges from XXXX XXXX would be refused as unauthorized. 
On XX/XX/2020, a charge in the amount of {$150.00} was withdrawn from my checking account and paid to XXXX XXXX. I contacted US Bank on XX/XX/2020 to request the charge removed from my checking account as I had previously removed authorization for XXXX XXXX to withdrawal from my account. The representative I spoke with understood my concerns, and advised the original stop payment was not done correctly and credited me the {$35.00} stop payment fee. I advised her I did not care about the fee, as I had agreed to it, but I need the {$150.00} back. She reassured me the {$150.00} would be removed within 10 days, and I would receive a form to complete and send back. 
I faxed the completed form on XX/XX/2020. I called US Bank twice to check on the status of my return. The second call, the representative advised my claim was denied. 
Please reconsider this decision. I did everything in my power to contact US Bank to remove the authorization and paid the fee to have the payments from XXXX XXXX stopped. If the stop payment was not done correctly or not done for all amounts, I would not have the knowledge as the consumer to know that. I am also very concerned additional amounts from XXXX XXXX could be taken from my bank account. 
I have had this account for nearly 20 years.

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 2020-07-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: U.S. BANCORP
State: CA

Complaint narrative:
I have maintained several checking and savings accounts at U.S. Bank for roughly a decade. I initiated my relationship with a U.S. Bank XXXX XXXX XXXX that included a U.S. Bank XXXX Visa Card that provided a fee waiver to my checking accounts. In other words, as long as my accounts were in good standing, I was not charged a monthly maintenance fee for my accounts. 

On or about XX/XX/2020, I received a letter dated XX/XX/2020 from U.S. Bank advising that since I haven't used my credit card in some time, that the XXXX Visa Card issued to me was being closed. Two days later, I received a letter dated XX/XX/2020 from U.S. Bank advising that since my credit card was closed, that I no longer qualified for a fee waiver on my checking accounts and that I would commence being charged {$14.00} per month on my personal checking account. 

I have perfect credit ( FICO score XXXX XXXX, pay all of bills timely, and do not have any bankruptcies or evictions on my credit report. I am upset that U.S. Bank has implemented a chain of events that have harmed my credit score ( cancelling a long standing credit card account in good standing ) and have removed the fee waiver on my checking account as a result of cancelling my credit card account. I would understand U.S. Banks decision if my credit or earnings capacity was such that it put them at risk during the current coronavirus. In this case however, it is exactly the opposite. I am, and have been a excellent customer, maintain thousands of dollars in my account balances, have excellent credit, and am gainfully employed throughout the coronavirus pandemic.

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 2020-07-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL

Complaint narrative:
I am very distressed that you have included the below information in my credit profile due to its damaging effects on my good credit standing. As you are no doubt aware, credit reporting laws ensure that bureaus report only accurate credit information. No doubt the inclusion of this inaccurate information is a mistake on either your or the reporting creditor 's part. Because of the mistakes on my credit report, I have been wrongfully denied credit recently which was highly embarrassing and has negatively impacted my lifestyle.

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 2020-07-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Adler Wallach & Associates, Inc.
State: LA

Complaint narrative:
I have duplicates from student loans they have listed 4 original loans listed as 12 loans Dept education XXXX is listed twice Dept education XXXX is listed twice Dept education XXXX is listed twice Dept education XXXX is listed five times but it is originally one loan AWA Collections is a medical bill, it is illegal and a violation of my hippa rights to post my medical information on my chart and it's illegal to post duplicates I only have 4 original loan documents I even have addresses that are duplicates XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, LA XXXX

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2020-07-28 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
On XX/XX/XXXX I purchased on my Costco Visa Credit Card 2 tickets from XXXX XXXX, Fl. to XXXX, XXXX XXXX departing on XX/XX/XXXX and returning on XX/XX/XXXX. The total for both tickets was {$5300.00} for each ticket ( {$10000.00} for both ). 

XXXX canceled the flight due to COVID. In fact XXXX XXXX would not even allow US travelers in the country on our travel date of XX/XX/XXXX. 

https : //za.usembassy.gov/health % e2 % 80 % afalert-lockdown-extended-updated-u-s-embassy-pretoria-XXXX/ On XX/XX/XXXX, the government of XXXX XXXX announced an extension to its period of lockdown for an additional two weeks until XX/XX/XXXX. The lockdown measures were implemented to limit the spread of XXXX. 

In light of the fact that the flights were canceled, and in accordance with XXXX 's stated refund policy ( see below ), I requested a refund for the flights that were canceled. 

The refund policy when XXXX cancels the flight is as follows : XXXX XXXX XXXX   Can I request a refund if my flight has been canceled or significantly delayed? 
In keeping with our longstanding policy, if we cancel or significantly delay a flight ( delays or schedule changes greater than 90 minutes ),  we will first attempt to rebook you on an alternate flight, if one is available. 
If we can not find an alternate flight and we cancel the reservation for you, or if you choose to cancel the alternative itinerary we have selected for you, you have a couple of options : An eCredit for the value of the ticket, which can be used toward future travel through XX/XX/XXXX ; or If you prefer, you may request a refund to your original form of payment. 
I requested a refund, XXXX indicated they would do complete it, and after months they failed to do so. 
This refund I am seeking is in accordance with XXXX XXXX policy. 

There are class action lawsuits against XXXX regarding their failure to comply with their own policies. https : XXXX My complaints are with the Citibank Mastercard dispute department XXXX which provided me with a credit but did not allow the credit to become permanent, and with XXXX XXXX . XXXX promised me a voluntary refund, and, contrary to their stated policy, refused to give it. 

When I was forced to submit a credit card chargeback, they contested the chargeback and refused to allow the temporary credit on my credit card statement to become permanent.

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