vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-28 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Settlement process and costs — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
We had our home mortage with Capital One Bank and when we got ready to sell we got a pay off from them. we were suppose to close on the XXXX of XXXX and so they sent pay off to title company. When we found out we were going to close on XXXX of XXXX instead we called them and asked for another pay off. We did have a account with Capital One and had closed our account around XXXX of XXXX. Anyway they said on the phone everything was ok and so they sent new pay off to title company for XXXX XXXX. The agent at title company sent extra since the XXXX was a holiday and knew it would not get to bank til XXXX. On the XXXX of XXXX. I got a call from bank telling me that we owed another XXXX because the house loan was not paid off. I went and tried to pay the payment but was told first they would take cash then told they could n't take cash they needed a bank account which at that time I gave them. Then I was told it was now XXXX because of interest. When I got home I called the title company and they said they got both pay offs and went by the latest one. They sent what the bank reported to them and I did n't owe them because it was the banks mistake. The bank says my XXXX payment was not made and that was the reason. My payment was due on XXXX of XXXX but had 15 days grace and since we were paying off on XXXX they were told no payment was being made. My problem is when the title company and I called the bank they said they only up date and send new payoffs when asked. We had already gotten XXXX payoffs and they made the mistake and yet we were suppose to pay for them not doing their job The bank was called because they had loan and it is their job to figure out what is owed in order to close loan out.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-28 00:00:00
Product: Credit card — 
Issue: Transaction issue — 
Company: NAVY FEDERAL CREDIT UNION
State: OH

Complaint narrative:
I attempted to purchase a dating service from a merchant called " XXXX ''. The merchant charged {$3000.00} on my credit card and provided no service. The merchant claims there is a contract and the funds can not be returned. However, I did not sign any contract and requested the merchant to cancel the service. I informed Navy Federal Credit Union to dispute the transaction more in early XXXX 2016. It is now more than 50 days since the dispute was filed and the merchant has not responded. Navy Federal Credit Union is now requesting another 45 days for the dispute. From my understanding, if the merchant has not responded, the credit must be issued to my account by federal law. How long should this bank give the merchant? If another 45 days is allowed, we are looking at about 100 days total. It appears the bank is assisting the merchant to process a fraudulent transaction.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-10 00:00:00
Product: Money transfers — International money transfer
Issue: Money was not available when promised — 
Company: WESTERN UNION COMPANY, THE
State: MI

Complaint narrative:
On XXXX XXXX, 2016 at XXXX I sent over money to XXXX . I called Western Union and they put me on hold for a half an hour. I spoke with a representative explaining my problem and he told me that I had to speak with someone else. I was then put on hold for another 20 minutes. Finally I was able to get through to someone and the then stated that I needed to be interviewed. I said that was fine, and answered all questions that were asked. They stated everything was all set, but in reality the money is still on hold with Western Union! 
I called yesterday, XXXX XXXX, 2016 and again had to wait 20 minutes on hold, had to be re-interviewed with the same questions I had answered already the prior week. Today is XXXX XXXX, 2016 and the money still has not been sent.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NC

Complaint narrative:
I had my mortgage loan bought by Bayview Loan Servicing , LLC . Subsequently I am in the position to sell my house and the Law firm doing the closing requested a Loan payoff amount eight days prior to the closing. The law firm never received anything and they called Bayview two days before the closing. Bayview told them they could not provide information to them over the phone but I, as the owner, could get the needed information. I called and was told I could not get the info over the phone either. I requested the payoff amount through Bayview 's website and now was told it would take 48 - 72 hours. I tried calling back to speak with a supervisor to try to escalate the process and was forwarded to a voice message. I called back again and after an excessive wait was told a supervisor would not be able to speak with me for at least another hour and asked if the supervisor could just call me back. I finally agreed and never received a return call. I called again this morning and same scenario that the supervisor was handling other calls and would call me back. For something as simple as a payoff amount I can not get anyone to provide information to me. The law firm is experiencing the same lack of customer service.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-12 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: BYL Collection Services
State: MD

Complaint narrative:
I was covered by XXXX at the time of service. When notified that I was being billed, I filled out the back of the bill and sent it back with my XXXX info. There are XXXX delinquent accounts by the same collector, XXXX were covered by my XXXX benefits.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-11 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: PEOPLE'S UNITED BANK, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Peoples Bank is practicing what they called XXXX banking in the XXXX 's. It began by the bank charging {$10.00} on a small checking account. When I called to close the account I was told I had to drive from XXXX to XXXX. Instead I wrote a check to take the balance to zero. They chose to accept a direct debit against a zero balance of XXXX to collect a XXXX fee. Any review of the notes they could have easily seen I wanted to close the account. Instead they continued to charge service fees on a zero balance accounts Today this day is why the XXXX distrusts the XXXX banks

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-06 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: ENOVA INTERNATIONAL, INC.
State: IA

Complaint narrative:
On XX/XX/XXXX I got a call from XXXX and they said they collecting for XXXX okay. I first set up payments paying XXXX that day with my debit card. That night my husband and I talked about it and pulled money from savings and I called back the next day and paid off the balance. So the full balance was paid XX/XX/XXXX. I have them both on my statements. So they say - we will send you a letter blah blah. Well we are in the middle of moving since my husband was separating from the XXXX, and to be honest kinda forgot about the letter. Fast forward 3 months and we are trying to buy a house. My lender pulls our credit report low and behold- a new collection account popped was reported XX/XX/XXXX- and blows our credit score way down. I was furious we had an offer on the house and waiting to close. I called XXXX, and ask why was this reported XX/XX/XXXX when we paid it in XXXX!! All they said was sorry we will updated the balance to {$XXXX}! No I said I need it removed. She said sorry we do n't do deletes here. You just cost me my house! and they refuse to remove it even when I paid it 3 months ago!! How can they report it AFTER it was paid.

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-02 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I was recently made aware that my name and financial information appears in a WELLS FARGO Loan Modification of a property I had, about 10 years ago, signed off to my ex partner and our children. I was under the impression I had no legal matters in this property since I had signed the Quit Claim Deed and financial responsibility papers, but apparently my ex processed the papers to take me out of the title, but not out of the loan. She then found herself having to apply for a loan modification, and the bank allowed her to process it without my knowledge even though apparently my name is still on it. I appear as the principal borrower, since my ex does not have an income, but nevertheless I was never contacted, I never signed any papers and never provided any income verification or any information whatsoever. I have tried many times to get an answer from WELLS FARGO by phone and also by walking into one of one of their branches, but all I get is a lot of unacceptable excuses. By phone I am told that since I do not appear on the title, I did not have to sign the loan. I have requested the Loan Modification papers that were signed, and all I get in the mail are papers unrelated to my request. When I walked into the branch, the person that was helping me with my questions quickly called the manager, just to hear from her that they could not help me there. I asked to be given the address of the office I need to go to, and her response was that there was not such a place, that the modifications were done by phone and that there was no physical place I could go to. She then proceeded to asked me to leave because she had others to attend to. I was even escorted out.

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 2016-11-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
Wells Fargo Home Mortgage failed to deduct my automatic mortgage payments from my bank account in XXXX 2016 as scheduled due to no fault of mine. This resulted in a late payment being reflected for XXXX in my credit reports. I have spoken to WF numerous times since XXXX XXXX, 2016 trying to ensure that they correct this information with the credit reporting agencies. WF sent me a letter dated XXXX XXXX, 2016 stating that they had updated this information with the credit agencies. I will upload this letter for your review. I continued to monitor my credit report information and did not see that corrections had been made. When I called WF on XXXX XXXX, 2016, I spoke with XXXX XXXX, Executive Resolution Specialist, and he said that the XXXX payment was shown as late and it was reported in XXXX. He said the negative reporting was done XXXX XXXX, and the negative reporting was also surpressed on XXXX XXXX. He sent me a letter dated XXXX XXXX, 2016 documenting that they had submitted corrections to the XXXX credit reporting agencies in order to remove the late payment reflected on my credit reports. I have never been late on my mortgage payments, and have spent hours on the phone with the WF and the credit reporting agencies. When I spoke to XXXX on XXXX XXXX, 2016, they informed me that the correction has not been received or posted yet and I submitted another online dispute with them ( letter attached ). XXXX has also not received or posted the updated information to correct my credit report, and I submitted a dispute with them also ( letter attached ). Per my call to XXXX on XXXX XXXX, they indicated that they have corrected my credit report, but I am also concerned that this may change since the credit reporting agencies share information. I am asking for your assistance to intercede on my behalf to resolve this issue. I would also appreciate receiving updated credit reports from the credit agencies, since I pulled my once a year free credit report in XXXX for all XXXX credit agencies. In XXXX my credit score was XXXX. In XXXX, it fell to XXXX. In XXXX it was XXXX. Gratefully, I am not trying to buy a house or a car at the moment, but I am very concerned about ensuring that my credit reports continue to reflect accurate information. This is vital not only to my financial profile, but also to me in my employment for the government because my job requires credit background checks for our security credentialing process. Please contact me if you have questions or require further information. I appreciate your assistance in resolving this matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-11-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Churchill Holdings, Inc.
State: TN

Complaint narrative:
In both XX/XX/XXXX and XX/XX/XXXX, XXXX Mortgage company pulled my credit to try to obtain a loan approval without my authorization. After contacting the local agent who fraudulently pulled my credit twice, I then spoke with her XXXX. He refused to remove the hard inquiries from my credit and offered me a credit only if I chose to utilize their service for a refinance. I made several attempts to try to resolve the issue, via email correspondences and telephone, but felt as though I was getting the run around. Had XXXX never pulled my credit, while I was in the middle of a family crisis, I would not have considered the refinance at either time. I simple asked for information based on a spam email which I received from the local agent XXXX and she took it upon herself to run my information which they had on file from a home purchase I made through them in XX/XX/XXXX. My credit was not where I would have wanted it to be for a refinance and even though it was approved, I would have rather wait on a better credit score to lower my interest rate. However, this option was taken away from me. I had to consider going with their company within the 90 day period, as to not further damage my credit or have another company pull it a XXXX time at a later date. This is not fair to me as a consumer and I believe it caused me to delay a refinance even further than anticipated. It certainly has cost me more in the long run.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-18 00:00:00
Product: Credit card — 
Issue: Rewards — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Around XX/XX/XXXX, after evaluating many business credit cards from various providers, I chose a Wells Fargo XXXX, because the rewards points NEVER EXPIRED. 

In XX/XX/XXXX a review of my account on the rewards website showed a NEGATIVE number of points ( XXXX ) for the month of XX/XX/XXXX. When I called the WF rewards dept to inquire, they informed me that these points had EXPIRED on XX/XX/XXXX 

I responded that my card was XXXX of their programs in which in which points did NOT expire. I was told that the policy had changed, and NOW the points DO expire. I stressed that I was not aware of any change, and was told that I was notified on the last few statements. I then inspected my most recent statement, and I do see that it mentioned the impending expiration, but not in a very prominent fashion. Something that has such a material effect on the financial standing of a customer should be conveyed in a more prominent and thorough manner. WF 's meager provision of this important information in such a non-descript manner at the very least seems inadequate and unfair, and at the worst perhaps intentionally deceptive. 

I explained that as a business owner, I have accounting personnel that routinely pay the bills, thus I rarely ( if ever ) see the actual statements. I requested that a one-time consideration be granted to me & that they restore these expired points. Understandably I had to move up the ladder through several agents to get to someone with the appropriate authority, but to no avail - I was finally told by a supervisor that they would NOT replace my points. 

I do a pretty large volume of business on this card ( around {$30000.00} per month XXXX, it would take WF only a few months to realize enough profit to cover the cash value of the rewards points in dispute ( approx {$4500.00} ).

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 2016-06-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
Wells Fargo is not returning calls to my insurance company to rectify my mortgage insurance escrow due. XXXX XXXX and myself have even conference called Wells Fargo and no one is getting back to me or XXXX My monthly insurance escrow increase per state farm is $ XXXX/Mo NOT $ XXXX/mo that Wells Fargo is stating the increase is.

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 2015-07-22 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
On XXXX XXXX of 2015, before the close of the business day, I deposited my payroll check into my checking account with Wells Fargo bank in the amount of {$1000.00}. As of today, XXXX XXXX 2015, three business days after the deposit, five real days, the funds are still not available in my account. I contacted Wells Fargo regarding this issue multiple times and was told that my funds would not be made available until XXXX XXXX 2015, eight business days after the deposit, twelve real days. In my XXXX interaction with Wells Fargo ( XXXX/XXXX/2015, XXXX ) I was told that the financial institution that had issued the check had not yet released the funds and would not until XXXX/XXXX/2015. I then contacted my employers payroll department and inquired on this issue and was told that Wells Fargo 's claim was completely false. It was explained to me that the company I work for sets aside the funds for payroll before the checks are even cut and issued and the money was available on their end before I ever had my check in my hand. I contacted Wells Fargo once again regarding this issue later that same day, XXXX/XXXX/2015. This time the explanation as to why my funds were not available had changed. I was told that there was a high probability that the check would not be paid. An absurd claim considering that my company employs over XXXX people and all the other employees had already been paid. Also, two weeks prior I had deposited my payroll check from the same company, issued by the same financial institution, in exactly the same manner and the funds were made available the very next day, a Saturday no less. Had I known beforehand that Wells Fargo intended to hold my money for such an extended period of time, I would not have deposited it. Legal or not, Wells Fargo has an obligation to inform their customers beforehand if such an extended hold is even a possibility. Wells Fargo flat out refuses to do anything about this issue. I am XXXX of Americans living paycheck to paycheck and while I wait for my funds to become available, I have rent that needs to be paid, bills that need to be paid and I do not have the financial means to even feed myself as a result of this extended depository hold. The absurd length of the hold was only told to me after the deposit was made, leaving me with no option other than waiting.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-19 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Lender : Wells Fargo Home Mortgage Lender 's inappropriate actions prevented me from obtaining a HAMP loan modification ( XXXX ) Lender immediately sold my loan into an XXXX - ( XXXX ) Lender refused to comply with my qualified written request letter for a copy of the prospectus to the trust that supposedly holds my mortgage The loan may not lawfully be in the trust, legal requirements may not have been followed. The prospectus would be used to make that determination. 
Lender deliberately confuses and misleads claiming " permanent '' but " temporary '' loan modification. 
The permanent modification pertained to the 2nd mortgage, not to the first mortgage. Letter dated XXXX XXXX, XXXX from lender documented the home equity account ( 2nd mortgage ) permanently modified. 
I was a target of lender 's predatory lending as it relates to XXXX and XXXX customers ( ref : XXXX DOJ lawsuit and settlement ) Lender continues to show a claim for {$85.00} on monthly statement for inspection fee despite having settled a lawsuit pertaining to these fees ( ref : XXXX XXXX postcard notification ) Lender applied unpaid " interest '' dollars to the principal loan amount I filed a complaint against lender with the OCC and with the Federal Reserve Consumer Office My hardship circumstances remain ; I wish to receive the HAMP-like mortgage assistance for which I qualify WITHOUT having to deal with lender 's game-playing, so that I can remain in my home. I paid into the system throughout my 44 consecutive years in the workplace and view this as my retirement home. 
I have been making the required monthly interest-only payments, mailing each payment by certified mail in order to have documented evidence of delivery to lender I was named as a plaintiff in the amended complaint for XXXX Wells Fargo. However, I saw at their website that the FTC felt the lawsuit was a scam. I have detailed documentation of my contact with XXXX XXXX. I would like to be refunded the monies I paid to XXXX XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation