vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-22 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: GA

Complaint narrative:
I tried to get my consigner released Navient said I had to make payments for 12 months. 
I tried to lower my payments they told me only if my consigner could n't pay then I could maybe lower my payments. I sent my information over never got a lower payment. I also asked about the loan consolidation plan with my federal loans they told me it did n't count on private loans but I originally was told it did.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-19 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
Hello, I was trying to make an online purchase with my debit card. my problem started when I got a " verified by visa '' window upon my payment confirmation. The page asks for SSN to verify the card 's holder identity. Bank of America does not have my SSN in their database, because when I first opened my account I Had n't had an SSN. I called the customer service to solve this issue ( which they did last year, when I was trying to purchase a ticket from the SAME company ). After several attempts to reach a representative ( which took me literaly XXXX hour ), they promised to bypass the verified by visa page by sending an email to XXXX and ask them to lift the hold on my card. When I resumed my payment, the verified by XXXX window disappeared, by to my great surprise, my transaction was again denied, and I immidiately received a text message from bank of America saying that my card is restricted! I called the customer service again, and all they have to say was : " We need to verify your identity, but this can not be done over phone! ". I was left with XXXX options, according to them : either to discuss this with your local BofA branch today ( they know that it is a saturday, so obviously the branch is closed! ) or to fax them XXXX copy of my passport, and XXXX back-front copy of my debit card with XXXX signatures! 
I am very disappointed because they ignored my request when I said that this restriction was put on my card right after the XXXX department lift the old on my card, and also because they refused any comprise, especially that it is a weekend and I have no access to a fax, nor could I possibly find an open branch on a saturday evening! I am also surprised and confused because the exact same issue happened to me last XXXX, but I did not have to go through all this frustration : Total non-chalance from the staff, plus a very rigid policy that do not even allow customers to negotiate. 
This is not the first time that they place a hold on my account for trivial reasons, but this time it is really intimidating, because I am left with no money over the weekend. I called to solve a problem, now I am left with a worse problem, which is not being able to manage my own money! Not to mention that by the time BofA " solves '' this issue I might not find an available seat on this flight anymore on monday!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-01-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: Navient Solutions, LLC.
State: AK

Complaint narrative:
Paid loan payment as required, and requested consolidation, loans were consolidated, requested forbearances, forbearances were denied. Continued to make all payments and then loan servicing acted as if forbearances had been granted an added thousands of dollars in charges and interest to the loan amount. Loans should be paid in full, but loan servicing says we still owe the thousands of dollars added under the non-approved forbearances.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-29 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
We would like to request your help in contacting Bank of America or XXXX XXXX XXXX in our behalf. Regarding our second mortgage that we believe we were eligible to be part of the EXTINGUISHMENT Bank of America 's program. 
Bank of America was aware of our financial struggle since the recession.XXXX mortgages were held by them and they tried many times to foreclose the XXXX mortgage on us. We had to stop it by filling for bankruptcy. At some point we thought they were eliminated the XXXX mortgage. Because they were increasing the XXXX mortgage before the loan modification with XXXX. We did n't receive any bills for the second either in our credit report, instead It is a " Secured Deed '' with Scrupulous XXXX. Enclosed is an attachment. Account # XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-23 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: CA

Complaint narrative:
Navient sent my student loan to collections. I came to a settlement agreement with the collections agency and paid the amount before the required date. Navient has still not removed the balance from my credit report. In addition, they sent the the loan to a new collections agency, even though the entire amount has been settled. Attached I have a copy of the settlement letter from the original collections agency, proof of payment and a copy of the letter from the new collections agency asking for amount that has already been settled.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-31 00:00:00
Product: Credit card — 
Issue: Other fee — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint narrative:
-- Price gauging with foreign transaction fees at Bank of America BankAmericard credit card -- I was charged a foreign transaction fee in the amount of 3 % of the transaction value for the purchase of a rental car at XXXX, which I charged to my BankAmericard credit card. The purchase was in XXXX. A nominal charge of 0.5 %, capped at a certain max. transaction value, would be acceptable and fair on transactions in foreign currencies, but 3 % is price gauging.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-11-02 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: FL

Complaint narrative:
I contacted Navient back in XXXX XXXX 2015 to get foreberance because I am in school in XXXX. I paid the XXXX bucks. Now two months later I get a debt collector stating im two months behind. I called them and was told payment didnt go through. I asked them to tell me the account information. The person had entered it incorrectly. Because of their error im now behind and its affecting my credit. I live XXXX and I put email correspondence. My family said they recieved no letter. The manager told me its not their fault and even though they made the mistake its my responsibility to make sure payment was taking so its still my fault and I must pay.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-19 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: KY

Complaint narrative:
In XXXX 2016, I received a letter from Bank of America stating they had a new bill payment system and to log in and sign up. I logged in and saw that my bank account info was already in and ensured it was correct for auto payments. I then changed over to paperless billing. Fast forward to XXXX 2016 and I tried to use my card and it declined. I logged in on XXXX/XXXX/16 and noticed I was late for a payment from XXXX/XXXX/2016. I immediately made the payment and tried to check my online payment system, which seemed to have my correct bank account. This 30 day late was then reported to my credit bureau on XXXX/XXXX/16, which dropped my score dramatically. Problem is, after further review I never received an alert saying I was late and I wondered why my online auto bill pay did n't work. I called CS on XXXX/XXXX/2016 and was forwarded to the tech dept. After repeated attempts to reset my account to make the online bill pay work, the tech gave up and decided I would need to fill out a paper form to get set up. I then asked if the 30 day late mark on my credit could be removed and received a call back from their credit department saying no, even though my account was investigated today and it was found to have a glitch which is why I thought I was setup for payments and alerts and I 'm not! I was receiving alerts up until XXXX 2016. My alerts stopped once I tried " their new bill payer service '' which turned out to be the worst mistake of my life. My husband is a veteran of the XXXX XXXX and we are 60 days out from closing on our home we are building and our VA loan officer says this may put our home into jeopardy.

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 2015-12-09 00:00:00
Product: Credit card — 
Issue: Other fee — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NH

Complaint narrative:
I had a credit card with MBNA for a number of years without issue. Somewhere along the way the card was taken over by Bank of America. At some point, I contacted them concerning my 1 % points since I heard about their 1.5 % ... after a lengthy discussion, there seemed no downside to update my card. After accumulating points for years, I requested a disbursement of the 1.5 % and was then informed that the actual amount was only .9 % ... in order to obtain the 1.5 %, I had to use toward a travel expenditure ( if I had originally known, I never would have signed up since I do n't use that card for such expenditures as well as use frequent flyer miles when I do my minimal travel ). I wasted my spouses time who dealt with my mother-in-law in order to purchase plane tickets for her in order to use the 1.5 % points and then hassled with the whole reimbursement process from my mother-in-law back through my spouse. I pay my credit card bill in full each month. So my only XXXX credit card charges on my monthly invoice were for that travel and used my 1.5 % points to timely payoff the balance of my account in full. Bank of America claimed that I did n't make a minimum cash payment so charged me a {$25.00} late payment fee ( i.e. due date was XXXX, made a {$25.00} cash payment on XXXX and statement closing date was XXXX ) ... their rationale was that I had made a charge on the following month. Be mindful, there was no balance due and then paid off my account in full for charges in that billing cycle. I believe that Bank of America not only was deceptive when claiming their card was 1.5 % points when actually was .9 % as well as unfairly charged me a {$25.00} late payment fee when I had paid-in-full with the travel credits. Apparently they no longer want my business, even though I believe I have been an upstanding customer for nine years, since when I discussed the matter with them, they had no willingness to waiving the unreasonable fee. Thank you very much for your efforts at the CFPB to assist consumers with credit card companies unscrupulous practices in the past. With Appreciation!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-04-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
My husband and I applied for a Short Sale of our home XXXX several months ago because my husband received a job transfer XXXX with the same company he has been with for 13 years. Our home appraised for {$180000.00}, we owe approximately {$230000.00} on the mortgage. We received initial approval from our mortgage company, Bank of America to sell the home and we have a buyer ( offer was submitted to BoA on XXXX XXXX, 2016 ). We have a real estate agent and a real estate attorney working on the short sale with us. After some back and forth with BoA to negotiate closing costs, the real estate agents commission, etc we received a final approval of the short sale on XXXX XXXX, 2016. Upon reading through the documents sent by BOA, we noticed that a condition if closing on the short sale was that we are REQUIRED to be XXXX or more days delinquent on our mortgage, which we are Not. Our XXXX agent stated that the HUD/ FHFA issued new guidelines within the past few years stating that if you meet the defined hardships you do nit need to be delinquent on the mortgage. We meet the requirement for a job transfer more than XXXX miles away. ( This was already accepted by BoA. ) We have attempted to speak with multiple BoA representatives explaining the HUD guidelines in full, we either receive no call back or have been told they can not change the requirements. We have requested review of our case, Bank of America it would appear, refuses to adhere to the federal guidelines, instead continuing to tell us that we must be 30 days delinquent. Our short sale approval from BoA expires XXXX XXXX, 2016, we Must relocate asap. We also mist move XXXX by the end of XXXX. 
Please consider helping us in this matter, we have good credit and have worked very hard to maintain our mortgage.

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 2017-01-19 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.
State: TX

Complaint narrative:
I currently have my student loan through navient and have had several issues with them and have come into times were I was unable to make the monthly payment and was told I should do the forbearance, I have been told several times if I can not make the payment that month I can reapply for the forbearance again and place my account on hold. I have made payments plenty of times and it seems as if because of the interest my loan never goes down. Can you please contact me regarding this issue, I feel like this loan is never going to go away even though I 've made payments.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-04 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: ACS Education Services

Complaint narrative:
I would like to submit a formal complaint about the online forms associated with ACS loan servicer. I am currently attending school in XXXX, XXXX and in doing so I have a XXXX address, bank account, and phone number. ACS does not allow for the option to have a foreign address in your personal information when filling out the In-School deferment forms, although they do allow you to enter a foreign address when entering your personal information in the " update address '' section. They also do not allow you to enter a foreign phone number and do not allow the option of simply not entering a phone number, this means that I have been forced to enter my father 's personal phone number despite the fact that he is in no way involved in my student loan re-payment efforts. As XXXX of thousands of people who are paying exorbitant interest rates to ACS for servicing a federal student loan, I am shocked and appalled that they are not able to accomplish something as simple as creating forms and protocols that work despite your location on the globe. I am also appalled that these loan servicers refuse to accept payments from foreign accounts. Forcing borrowers to pay a foreign transaction fee to transfer money into an american account on top of high interest rates is an undue burden for borrowers and should not be acceptable practice for companies that are making millions of dollars servicing FEDERAL student loans. I hope that you will take steps to correct XXXX of these glaring issues as they are certainly not in line with the globalised world that we are living in today. 
Thank you for your time. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-15 00:00:00
Product: Debt collection — Mortgage
Issue: Improper contact or sharing of info — Contacted me after I asked not to
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Bank of America has repeatedly contacted me regarding my mortgage that is due on the XXXX of each month with a grace period that is due on the XXXX. I spoke with a representative Wednesday, XXXX XXXX and she stated she submitted sometime of cease and xx. I have received 3 call from BOA and it sickens me to my stomach, and I 'm being harassed during a 15 day grace period.

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 2015-07-17 00:00:00
Product: Debt collection — Federal student loan
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
I was a student at XXXX XXXX during the summer of 2012, I completed the XXXX program but was denied my diploma because I owed fees, I paid a total of {$300.00} of fees in order to receive my diploma but still have n't received it. I was told until I pay off all the loans from private loaners such as XXXX XXXX XXXX & Navient Department of Education Loan Servicing, in total the amount that will have to be paid is over XXXX dollars. Since graduating XXXX XXXX I was unable to find a job so I decided to join the military to help pay off these loans. I have not received any letter stating why I 'm being charged This amount of money, even though I have n't found a job because I do not have any certificate stating that I have completed the courses that prove I am certified to work as a XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-03 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: OH

Complaint narrative:
Navient calls 4-8 times per day starting at exactly XXXX and ending at around XXXX. They have refused to offer an affordable repayment plan and have denied me a forbearance request during a layoff period. A previous forbearance request over a year ago was met with a XXXX " fee '' due at the time of the request.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-02 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Closed a Bank of America credit card on XXXX/XXXX/15. Bank allowed a charge to be placed on a closed credit card on XXXX/XXXX/15. I can not believe that this is legal or allowed.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-27 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.
State: VA

Complaint narrative:
I make all of my payments on time and even sometimes make some extra payments on my student loans. However, Navient makes repeated errors in crediting my payments and the only way for me to get them resolved is I have to call and spend 20-30 minutes on the phone whilst they correct the mistake. The errors are always by their representatives, often just typing wrong numbers in but the company does nothing to correct them unless I call to complain ( and wait on the phone ). Last year, they made so many mistakes I demanded compensation and after first telling me that the Dept. of the Education does not allow it, I forced them to escalate until they determined that they were allowed to credit me with {$25.00} but even that they struggled to do correctly. If this sounds generous please realize that I spent about XXXX hrs on the phone to get to the point of getting compensation but I was determined to try and get some level of accountability out of the company. All was fine for a few months but now they have just taken a payment, failed to credit it to my loans and I have spent 30 minutes on the phone whilst they correct it. I had even received a confirmation email of the payment but the employee had apparently left one number off the record and so the money was put in some Navient holding account which they do not look at unless a customer calls up to complain. Eventually I was told they would have reversed the payment but meanwhile they would be making interest on the funds. I see no reason why they would not automatically look at funds entering the account and see what the problem is. My case would have been simple to solve without even contacting me and this is what any reputable company would do. Additionally, any ethical company would compensate customers when a company representative makes errors which cause the customer to have to waste time on the phone whilst they correct them. Perhaps a 12 month rolling schedule where first mistake is {$25.00}, next one {$50.00} and so on because I really do not get the impression that Navient is interested in being accurate so financial penalties might get their attention and would at least compensate customers for the inconvenience. 
Lastly, why will Navient not accept a credit card payment online for the regular monthly amount but will over the phone? Makes no sense and if they did it would help reduce their error rate. They also do not accept extra payments online even if you use a bank account ( seems like they do not want to encourage people to pay off loans early ) and so force you to call them to do so. 
This company has not changed any of his practices in the last 2 years and the problems and wait times are only getting worse. Please hold them accountable and make them address these problems.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-02 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Making/receiving payments, sending money — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
visited bank to requested a voided check and was accosted to apply for a credit card - informed sales agent I was concerned that credit application would place another " hit '' with an inquiry to the bureaus with my application. Agent informed me this inquiry plus the others I suggested concern about were " soft '' inquiries and would not show up OR affect my credit score. Shortly after being denied for a few more applications, I found out this was not true. BOA '' refuses to amend this credit application to inform the bureaus that it was invalid.

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