vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Nelnet, Inc.
State: NC

Complaint narrative:
As of this date I have not received my XXXX from Nelnet, a student loan servicing company. My loans were discharged by Nelnet in XXXX XXXX. I have reached out twice by phone to Nelnet 's XXXX section on Monday the XXXX of XXXX XXXX and was told that " Upper level management was researching if I would get a XXXX for discharge of federal loans. I asked when a decision would be made and was told it would take some time. I asked for a return call to keep me informed and was told not to expect one. On the second time I reached out to Nelnet 's XXXX section I was also told that " Upper level management was researching if I would get a XXXX for discharge of loans and that Nelnet would access my credit from XXXX credit reporting agencies before any decision would be made. In light of the fact that Nelnet intends to " hit '' my credit again, I have not attached the credit reports as they will be outdated by the time Nelnet has accessed them again. Nelnet has continuously reported inaccurate information to these agencies and there is no reason, other than retaliation for my initial CFPB complaint for the mismanagement in servicing of my federal student loans and mismanagement of the XXXX discharge process and for reporting their inaccurate information targeting my credit in a most detrimental manner to credit reporting agencies. ( Seee CFPB complaint # XXXX ). I have alerted XXXX today to place a freeze on my account to prevent further damage from Nelnet. I will contact XXXX and XXXX as well. My questions for Nelnet are : Why is Nelnet tampering with my credit ( pulling credit reports during the ongoing initial complaint which will be formally addressed ) and what legal and legitimate purposes was it initially used for and for what future purposes would another " pull '' be deemed appropriate and necessary? What is Nelnet going to do to demonstrate in writng to all credit reporting agencies, to me and the CFPB that Nelnet has corrected all erroneous information from any credit reporting agency they have reported to? Secondly, Nelnet, is there a XXXX for the discharge of these loans? If there is, where is it and why must my credit be subjected to another around of " pulls '' before a decision can be made about the in question XXXX and when can I expect to receive it in the mail?

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TN

Complaint narrative:
On XXXX XXXX, XXXX I sold a property located at XXXX XXXX XXXX, XXXX, TN XXXX. The closing occurred on XXXX XXXX, XXXX. 

A mortgage on the property was held by Carrington Mortgage Services , LLC . Their pay-off statement ( copy of which is attached ) indicated that the current total unpaid principal balance of the loan was {$57000.00} and interest payable of {$410.00}, with a total amount to pay the loan in full of XXXX ( XXXX + XXXX = XXXX ). That is the amount that was paid to Carrington Mortgage at closing ( See attached closing disclosure ). 

After closing it was discovered that the interest due to Carrington Mortgage at closing should have been about {$210.00} and not {$410.00}. So I had been overcharged by about {$200.00}. 

On XXXX XXXX, XXXX I contacted Carrington Mortgage and spoke with a service representative, who said that a senior service representative would have to call me back to discuss the situation. As of XXXX XXXX, XXXX I had still not heard from Carrington Mortgage thus I called them back. I spoke with a service representative by the name of XXXX. I Discussed the interest situation with him and he agreed that I should have been charged {$210.00} and he could not figure out why they had charged me {$410.00} instead. He said that I needed to talk to a supervisor. He said that no supervisor was available at the time and transferred me to a supervisor 's voice mail. I left a very detailed message as to the reason for my call and left both my home and cell phone numbers where he could call me back. 

As of XXXX XXXX, XXXX I had still not heard from Carrington Mortgage. I called again and spoke to someone by the name of XXXX. She also seemed puzzled as to why I was being charged {$410.00} instead of {$210.00}, however, she said she could not help me and that I needed to talk to a supervisor. I left a voice mail message for a supervisor by the name of XXXX XXXX. I explained the situation and asked him to call me back. 

As of today ( XXXX XXXX, XXXX ) I have still not heard from anybody at Carrington Mortgage. I Think it is pretty clear from the above that these so-called supervisors at Carrington Mortgage are totally ignoring my very reasonable request for a review of the situation I am describing. I am relying on the Consumer Financial Protection Bureau to help with this matter and I appreciate any assistance you can give me.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
I have been a Wells Fargo customer with my 1st Mortgage and always pay on time with additional payments to principle each month. I owe {$180000.00} on a rental property in the XXXX market that i rent for {$2500.00} month. My credit was XXXX prior to my auto payment error. I wrote emails and letters to Wells Fargo board of directors explaining what happened with their website regarding my one late payment and they did not help me in any way. 
As a real estate investor and borrower with XXXX plus credit i am not satisfied with how they handled the situation. Clearly i make extra payments each month and always have $ XXXX-XXXX a month extra. My late payment was due to their website. They are not helping me and have impacted my credit score which impacts my business.

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 2017-02-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: EdFinancial Services
State: NC

Complaint narrative:
As a new college grad I found my first job after the economy was at an all time low which made the ideal high paying entry level job a false hope for most of us entering the job market. I struggled to pay my student loans but made the payments on time, utilizing the forbearance option when money was tight. While thinking I was on this program two consecutive months the payments were actually late which would change my life up to this very day. The student loan company Ed Financial broke my loan down to XXXX different loans which they reported to the all the credit bureaus as 22 late payments. My credit dropped instantly and although this was 4 years ago there 's no way to repair credit or creditors to trust you with such a negative payment history even if I made hundreds of on time payments going forward. They refuse to remove them even though it is a complete violation of fair credit reporting since it was two late payments not 22. This is effecting my life my future and my family.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-15 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
I called Capitol One on XXXX/XXXX/XXXX to ask a question about my account. The agent I spoke with answered my question, then told me ( without my asking ) that, as I had been paying my bill on time every month without fail, that I could have my annual fee of {$39.00} refunded if I called back in XXXX. He offered to note my account to that extent, and I hung up, surprised and pleased that Capitol One would offer this service. Of course, I was less that pleased when I called back on XXXX/XXXX/XXXX and found that my account was n't noted and that this was not something that could be offered. I asked to have it upheld nonetheless, as this had been offered unprompted or unsolicited by me, only to be told that nothing could be done without a promotional code. I spoke with a supervisor, who apologized and assured me they would 'speak to the agent ', but this does nothing to mitigate the deception that took place in regards to what happened. Essentially, the agent lied and no real action is being taken about it.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-20 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:
I have a private student loan with Naviant, which was with XXXX prior. I have had many discussions with them in the past and just recently, that I can not afford by monthly payment of {$130.00} per month on a loan amount of {$9600.00}, with 7 % interest. I was told even if I refinanced with them to 1 %, it would n't bring my payment down to {$50.00} to qualify for a new payment plan. So, I did n't qualify for a lower amount. Navient does n't work their clients, they gave me me no options, and told me to pay it or default and they will garnish my wages. My father is a co-signor on this loan, he is in his XXXX, he wo n't be paying this if I default on it. So, I am stuck and ca n't afford to pay it.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-04 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: AES/PHEAA
State: MI

Complaint narrative:
I am really hurting financially and have XXXX XXXX XXXX XXXX XXXX XXXX. The doctors are researching other issues. I am unemployed and living with my parents who are on social security and in their XXXX 's with serious health problems. I filled out an application for the RP program and sent it with XXXX checks. They have not posted it yet and I am getting collection calls. XXXX from an agency that I have never heard of. The point is that XXXX of my loans is with the National Collegiate Trust. They buy and sell loans, I find this to be unethical. Well they can not give me my original promissory note due to my understanding they do not know who owns the note. My family can not continue to pay these loans. i am meeting with a XXXX attorney and eventually will not be able to work. AES has been terrible to work with and they will not let me talk to my loan servicer me who it is ; it has been changed to my understanding. National Collegiate Trust I believe owns part of it or should I say buys and sells loans. So that investors can make money of my back of struggling to survive. That is twisted and unethical. My parents are in their XXXX 's and XXXX as well ; we can barely survive right now. The future looks bleak with the imminent collapse of the stock market and economy.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't get flexible payment options
Company: Navient Solutions, LLC.
State: FL

Complaint narrative:
I attended a school that was closed down just a couple months after I had signed up. The teacher refused to come to school due to their pay being cut as well leaving us with out a correct attendance.. I have tried to explain to Navient the situation. They mention they were unable to do anything I pushed the matter further and have spoken to many of the higher authority which was just circles after circles. They mention they did n't have any information that I will have to contact department of education. I requested my transcript in which information was incorrect I have never signed any paper to withdraw. I had to go through department of guartuneeship. I was forced to pay the full amount unable to settle I am a single mother that is trying to make a better life for my children and purchase a home the only way I am able to was to pay this off. The customer Service was horriable Navient did not report to my credit for two months making my credit go down. After I contacted them after payment they mention they were unable to see my account!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-22 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: LA

Complaint narrative:
Unfairly increased my payments

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: NC

Complaint narrative:
Dear CFPB, I have graduated from XXXX University back in XX/XX/XXXX with a student loan in the total amount of {$33000.00}. My monthly payments have started in XX/XX/XXXX in the amount ~ {$190.00} per month. This monthly payment amount was suggested to me by the lander and that is exactly what I have been paying for the last 10 years. 
Recently I have conducted an analysis of my loan to see where do I stand with my student loan balance, per Navient 's loan history, as XX/XX/XXXX, I have paid {$14000.00} so far toward the loan or in other words {$14000.00} is the total amount of payments that I have made in the last 10 years. However, I have noticed that my current balance is still at {$34000.00}. So I have decided to contact my lander, Navient, and get a clarification on this matter and hoping this is just a mistake that could be easily fixed. So I picked up the phone immediately and called Navient customer service, and to make long story short, I have been told that, if I continue making these payments FOR THE REST OF MY LIFE, I WILL NEVER PAY OFF THIS LOAN. 
What am I complaining about and what do I need as resolution to this HUGE issue : 1. I would like CFPB to publish this on consumerfinance.gov 2. I would like your help to make Navient apply my {$14000.00} towards my loan principle and not them telling me that all my payments went toward interest since this is how federal loans work Why my request should be fulfilled : 1. This loan payment term was never explained to me. And let me be VERY clear about what do I mean by clear. Back in XX/XX/XXXX, my lander did n't explain to me that if I only make $ XXXX month toward my student loan, I will never pay off my loan and it would stay the same for the rest of my life 2. I have been a great borrow, and I have made my payments in a timely manner for the last 10 years 3. I have worked hard for this money that I have paid so far and it is not fair nor right to tell me today that all of it went into interest Sincerely yours, XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-12 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Nelnet, Inc.
State: TX

Complaint narrative:
My student loan was XXXX in 2010 according to the XXXX, in response to my request because of becoming XXXX, this according to letters received from the XXXX in response to inquiries from XXXX representatives XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. In my complaint against Nelnet was included an illegal double charge against my credit. In my attempts to speak directly to Nelnet, I was assured by them that they would drop the illegal double charges off of my credit but they never have even to this day. Nelnet went as far as to request in a recorded conversation with me, asking my permission to continue contacting me via my phone and email in an obvious attempt to continue harassing me. I have spent the last XXXX or more years paying higher auto insurance rates, paying higher deposits on rentals and being refused credit cards and have been adversely affected in my quality of living because of the illegal and harassing practices of Nelnet. This company is supposedly acting as a branch of the federal government but I read online that they are the biggest scam known in this XXXX I am demanding not only to have my credit cleared as I have written the XXXX major credit bureaus of Relent 's illegal activities but Nelnet continues their claims, but I also DEMAND to be reimbursed for the loss of quality of life in this case of this great scam practiced by Nelnet. I and my wife are both XXXX Americans and we continue to suffer a loss of quality of life because of this sickening company that for some reason is still being allowed to practice " business as usual '' in this country, no doubt because of crooks who run this country.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-09 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:
Please review the following documents. This is payment history for the life of my ( XXXX ) private loan. I have ( XXXX ) total with Navient all with similar indiscretions. This is just an example of XXXX. I can send you all documents of all my loans if you need further review. With all the lines where I was charge capital interest, this pertains to times of financial hardship where I was advised my only option was to opt for the forebearance. I was never given any other options until recently, they offered that I could apply for income based rates. I also had delayed payment processing multiple times in which resulted in overdraft fees with my bank and late payment penalties. Ontop of all of this, everytime I call customer service I get a different explanation on issues that would arise. Yesturday I was informed by customer service that they only had access to records back dated to 2015. Anything before that they couldnt help me with.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: CT

Complaint narrative:
I asked for an audit done on my federal student loan accounts with navient two weeks ago. I asked for the audit because of recent events and because I can not see on any statement how interest is applied to my account. I can see an interest rate and simply that there is interest being applied for each loan. When I asked for an amortization calendar, they refused to provide it and gave me a calculation to show how interest should be applied. What is so infuriating is that I know that any other type of loan would show me specifically how interest is applied month over month ( mortgage, credit card, auto loan, etc ). What makes it okay to take advantage of young people coming out of college? 

An additional concern is that in the past I could apply extra funds in my payments to specific loans within my account. This is n't the case anymore. Whatever lump sum i pay in addition to my bill is distributed by them, so I literally have no idea how that money is applied. They say it 's applied to fees first, then interest, then principle. They have never provided a statement of those payments after I made them though, so it is unknown how much is being paid where and if I 'm paying future interest charges or if I 'm taking care of my principle. 

Please hold them accountable to do the right thing. I work for a financial institution and have been lucky enough to have a good job with great pay, and I 'm still watching my student loans not go anywhere. I 've only been out of school for 6 years and the tax protections for writing off student loan interest do n't apply to me because of my income level, yet, I ca n't seem to make dents into my student loans. 

Please help me get information on my loans and audit navient to ensure they are applying payments correctly.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-26 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: NC

Complaint narrative:
Hello! I had a federal student loan ( XXXX ) and consolidated them in 2005. My balance at the time was close to {$31000.00}. I have been making regular payments since that time and my debt has only gone down to roughly {$27000.00}. I pay between {$9000.00} and {$11000.00} a year in finance charges and am having difficulty paying it off. I have called numerous times to try and lower my interest rate but I missed a payment back when I combined the loans and they said it disqualified me from the interest reduction. I also can not transfer it to a lower interest rate. I am currently paying 6.75 % interest. In the past, I have called for different payment options to pay it off faster and they directed me to the graduated plan. I recently called for loan forgiveness and AES said that I have to pay {$250.00} for the next 11 years and that is their loan forgiveness program. I have already been paying for 11 years. I had XXXX then transferred to XXXX and then XXXX and then they sold me to AES. Thank you for any guidance.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
I applied for real estate loan with my mortgage broker and was denied a loan from Chase ( the end buyer ) stating, " Regardless of the income, Chase does some kind of " background check '' on the borrowers, and she said regardless of the income or entire credit profile, they will not lend out to this borrower. She would n't give me specifics, but said no matter what is done with this loan, they will not lend to him. '' This is an unsettling response for a couple reasons : 1 ) Chase will provide no explanation whatsoever. I have several mortgages with major banks and this has caused a ripple effect of distrust with my broker and his company I have been working with for over 10 years. 2 ) This is odd as I currently have a merchant account with Chase Bank set up for my business ( XXXX ) and they had to do significant background checks on myself and my business just to establish the merchant account. I spoke to my branch manager XXXX XXXX who tried for weeks to investigate the statement to no avail. my branch manager stated they do have another company XXXX that has issues with the bank in the past and they may have our XXXX companies mixed up. Now I am reaching out through you to hopefully get some explanation as all other contact methods have produced no response.

Company response to consumer: Closed with explanation