vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2019-02-24 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: EQUIFAX, INC.
State: WA

Complaint narrative:
My wife and I are having consistent issues with Equifax. We have added security freezes and fraud alerts to each of our credit reports. Both of our security freezes and fraud alerts have been removed numerous times without our authorization by a fraudster who calls Equifax and remove them fraudulently. The fraudster does not have access to our security freeze pin to properly remove the freeze. Equifax does not request the security freeze pin prior to removing the freeze. The assailant easily removes the freeze and the fraud alerts due to the lack of proper security within Equifax. Additionally, the assailant proceeds to open credit cards in our name after the freeze is removed. We need Equifax to STOP removing our security freeze without requesting for the pin and STOP removing our fraud alert. The security pin is emplaced for a reason and Equifax is not utilizing it. After speaking with Equifax on multiple occasions, they are not assisting us with removing the fraudulent credit card inquires that are damaging our credit.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-02-24 00:00:00
Product: Debt collection — Federal student loan debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Williams & Fudge, Inc
State: CA

Complaint narrative:
I received a debt collection letter from Williams & Fudge Inc for the College of XXXX XXXX stating I owe {$920.00}. I never attended the school I signed up for classes but immediately withdrew because I had to move. I also received an email from the school confirming I did not owe anything. I emailed a copy of my document to XXXX XXXX XXXX XXXX informing them I do not owe any money. This company stated if I do not pay they will report me to all the credit agencies. How can they do this and I dont owe anything. Also I am a retired vet I dont need a student loans I have educational benefits from the military.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-02-24 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NJ

Complaint narrative:
I have contacted XXXX XXXX via phone call and XXXX via certified mail as Transunion advised me with direct instruction to contact the furnisher. 

XXXX XXXX was unable to provide a application for credit with my signature allowing consent for inquiry dated : XXXX/XXXX/2017 XXXX had fail to respond to a certified letter mailed in XXXX which warrant me to file a CFPB complaint in XXXX thats on file about XXXX non-response to a unauthorized inquiry dated : XX/XX/2017 This complaint has been sent to the FTC because XXXX is not in the CFPB complaint system.

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 2019-02-24 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I previously filed a complaint regarding Citi 's handling of my request for modification of my Home Equity Line of Credit ( HELOC ), Case # XXXX. The problem now is that I can not get CitiMortgage to send me copies of the monthly statements for the HELOC payments. The last statement I received was for the XX/XX/XXXX XXXX XXXX XXXX billing period. What is odd is that every other piece of mail that comes from Citi ( notices and letters from CitiMortgage regarding the HELOC - most recently, Citi 's response to my CFPB complaint - even statements from Citibank regarding inactive bank accounts ) arrives at my residence, so they clearly have the correct address. They just don't send the statements, which makes it even more difficult to stay current on payments. ( This was a recurring problem last year - I am still missing 3 out of 12 statements for XXXX - and I complained numerous times ). I spoke to a customer service person most recently on XX/XX/XXXX, who promised to email me the most recent statements, for XXXX, and to work on getting me the missing copies from XXXX. I have received nothing. I sent the attached email to XXXX XXXX, the person who contacted me regarding the earlier complaint, in the hopes she could obtain at least the XXXX statements so I could make a payment. I have not received a response. This will, of course, sound completely paranoid, but my dealings with Citi have been such that I have no trouble believing that the statements are deliberately not sent so as to accelerate the process by which we will lose our home.

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 2019-02-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SUNTRUST BANKS, INC.
State: VA

Complaint narrative:
A few months ago, I was advised that the web site for managing my Suntrust mortgage account ( https : //suntrustmortgage.customercarenet.com ) was being retired in favor of suntrust.com effective XX/XX/2019. 

The " old '' site displays this message : Please enroll in Online Banking at suntrust.com to continue to manage your mortgage online. 
You will need to create a new userID and password using your mortgage account number ( if you do not have it handy, you may log in below and locate it before leaving this site ).

When I try to log onto the new site, I get error messages indicating that my records can not be matched. I am advised to contact Suntrust by phone, but have never been able to reach a human being to help me with my issues.

I am now afraid that ( 1 ) my loan servicing will be continued electronically despite the change in parameters, and that ( 2 ) I will stop receiving important information, notifications about my account, and the ability to manage my account without a lot of effort in dealing with Suntrust 's failure to manage my records and transfer them correctly to their new system. If they can not do something as simple as linking my account information so that I can open an online account as they have instructed, I have no basis for believing that they are recording or applying my payments correctly, 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 non-monetary relief
Consumer complaint received 2019-02-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: AES/PHEAA
State: FL

Complaint narrative:
I reapplied for my income driven repayment plan on XX/XX/XXXX. As part of the application, I was asked whether I wanted to renew my existing plan or to apply for the lowest payment plan. I selected the latter, and the XXXX website indicated that I would be contacted by XX/XX/XXXX regarding my application. This did not, and as of XX/XX/XXXX has not, occurred. 

In mid-XX/XX/XXXX I received a bill for the full amount of my payment. After three calls to XXXX, one on XX/XX/XXXX and two more on XX/XX/XXXX, I learned that because I had selected the lowest payment option, I needed to make a qualifying exit payment before my IDR  application would be processed. Although the qualifying exit payment could be reduced to XXXX dollars, it was then too late to process the request for XX/XX/XXXX. Thus, I forced to go into forbearance for XX/XX/XXXX, and make the exit payment in XX/XX/XXXX. As part of this process, I was instructed that I should suspend automatic payments, which I did. I telephoned XXXX again on XX/XX/XXXX to confirm that there would be no further problems. 

At first, it appeared that the problems had indeed been resolved. I received the expected bill of XXXX dollars for XX/XX/XXXX. Since my automatic payments were suspended, I made the payment manually. Unfortunately, there was some problem with the bank, the exact nature of which has not been explained to me, and the payment had been rejected. Thus, on XX/XX/XXXX, I called XXXX yet again and made the payment. The XXXX representative also told me that my IDR  application would be processed in approximately twenty days. 

One week later, on XX/XX/XXXX, I received an email informing me that my loan application could not be processed, and that a letter would be sent with further details. As I was traveling, I was not able to call regarding this new issue. One day afterwards, this morning, I received another email informing me that my application has expired because, quote, we needed additional information from you to fully process your request, unquote. 

This statement is completely and unequivocally false. At no point in the past three months has XXXX requested any additional documentation or information, despite no less than five separate phone calls to their office. Indeed, XXXX representatives told me, repeatedly, that the delay in processing my application was solely the result of the need for the exit payment. XXXX representatives also told me, repeatedly, that the processing of the application would not even begin until the exit payment was made. That payment occurred on XX/XX/XXXX. There is no possibility that they required additional information prior to that date. 

As a result of XXXX 's incompetence, I have lost qualifying PSLF payment periods, for XX/XX/XXXX and XX/XX/XXXX. I have no doubt that I will also be forced to go into forbearance in XX/XX/XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-02-24 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Vital Solutions, Inc.
State: VA

Complaint narrative:
About a year ago, I received a couple of emails from XXXX offering me to turn in my leased vehicle and lease or purchase another vehicle. The lease on my old vehicle matured on XX/XX/XXXX. I visited XXXX XXXX in XXXX, VA and agreed to a new vehicle. When negotiating the price, I explicitly told the dealer I wanted all charges rolled into the bottom line. I left the dealer with a new car and at the time, no further charges owed. I did not sign or receive any documentation countering my belief. I turned the vehicle into the dealership on XX/XX/XXXX. 
In XX/XX/XXXX, I received a turn-in settlement invoice from XXXX XXXX with a request for a {$1400.00} payment. I contacted XXXX XXXX on XX/XX/XXXX to inquire about the charges and I was basically told " those are the charges, can't help you ''. On XX/XX/XXXX, I received an updated bill for {$2200.00} with no explanation. On XX/XX/XXXX, I, again, contacted XXXX XXXX and was told that the charges needed to be recalculated because they were totaled incorrectly. I was also told that I would receive a return call explaining said charges. I never received that call. Two months later, I called again. Bottom line, I asked for a detailed billing statement for all charges as I had not received one. I was also told that my vehicle was sold at auction for a loss and that total was factored in obtaining the payment total. That total was compared with excess mileage and excess wear. The excess mileage charge was included in the turn in payment and I disputed the damages as I turned in the vehicle in excellent driving condition. The XXXX XXXX agent told me it took 7 days after I relinquished my vehicle to the dealer for someone to inspect it and come up with a bottom line. About a week after this call, I finally received a detailed billing statement. And to my surprise, a different total - {$1600.00}. 
Just to pile on even more, XXXX XXXX referred this bill to a debt collector. 
When I talked to the debt collector, Vital Recovery Services , LLC, on XX/XX/XXXX, I told them that this account was in dispute and not call me anymore until resolved. The agent told me that I needed to pay off the debt for whatever amount even after I told him about the dispute. He could not give me a total amount even after I laid out the situation. He said pay the amount that was the most and worry about a resolved total later. He continued to press the issue of payment and I told him I would not pay it until resolved. I asked him and the company not to call until resolved and he tried one more time to get me to pay.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-02-24 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: DISCOVER BANK
State: PA

Complaint narrative:
My minor daughter is receiving solicitations from Discover, and I did not grant permission to do so. She is only XXXX years old. She does not have a credit card from Discover and this website does not give me an option for filing this complaint without selecting " Card Holder ''. She does not have, nor has, a Discover card.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2019-02-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: AES/PHEAA
State: OH

Complaint narrative:
My loans are being serviced XXXX/PHEAA. Around last XX/XX/XXXX, I asked them about a difference in the calculation between the months I was tracking for qualifying payments for the public service loan forgiveness ( PSLF ) and what months they were reporting. Since XX/XX/XXXX, numerous customer service agents have repeatedly pushed back the expected timeline to hear about the results of the audit, with the latest customer service representative telling me the two months in question were somewhere around XX/XX/XXXX-XX/XX/XXXX or  XX/XX/XXXX-XX/XX/XXXX, but that XXXX hadn't credited these two months yet because they hadn't determined that I was in a qualifying repayment plan despite being in one before and after the two months in question. The customer service representative said it looked like some of the questions arising were concerning the status that XXXX had placed me in deferment for one day during the month - against my instructions and desires. The customer service representative once again said that the account was scheduled to be reviewed, but she could not tell me when the review would be completed. As a result of this negligence, XXXX/PHEAA is costing me valuable repayment credits toward qualifying payments made toward the PSLF program.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-02-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: BB&T CORPORATION
State: TX

Complaint narrative:
Re Account # XXXX at BB & T Bank BB & T Bank has refused to close my deposit checking account and has charged service fees even after a written request to close the account was submitted. BB & T further will not allow me to withdraw funds from the account using bill pay, debit card, or check. 

On XX/XX/19, I sent a message to BB & T Bank via their secure online message center. The message stated " Hello. I'd like to close my BB & T deposit checking account : XXXX. Thank you, XXXX XXXX. XXXX. '' They have refused to close the account. 

On XX/XX/19, the account still hadn't been closed and I was assessed a {$12.00} " MAINTENANCE FEE. '' I followed up again asking that BB & T close the account and reverse the fee since I'd submitted a written request to close the account five days earlier. They refused to reverse the fee and again refused to close the account. 

I've since followed up multiple times asking that the account be closed and that the matter be escalated to a supervisor for resolution, but they have continued to refuse to resolve the 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 explanation
Consumer complaint received 2019-02-24 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem when making payments — 
Company: LD Holdings Group, LLC
State: IN

Complaint narrative:
On XX/XX/XXXX I called Loan Depot and spoke with XXXX to get the address to send my payoff to. I was given the address XXXX XXXX XXXX, XXXX XXXX, CA XXXX. That evening, I placed the check in the mail. On XX/XX/XXXX the check was deposited by XXXX XXXX XXXX XXXX. In XXXX we got a phone message saying that Loan Depot needed our next payment. To keep the account from going to collections, I payed a payment of XXXX. Then as I looked into the situation to see why the account had not been paid off, I found out that the address that I was told to send it to was for an old service provider at Loan Depot. Over the course of the next 4 months, I made several calls to both companies trying to resolve the issue. Unfortunately, neither company was very helpful. Finally, in XXXX, XXXX XXXX XXXX XXXX XXXX finally returned my payment and I was able to send it in to Loan Depot. Loan Depot has debited the account, but refuses to refund the extra payment of XXXX made back in XXXX. That payment would not have been made if it had not been for their customer service representatives error.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2019-02-24 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: VW Credit
State: VA

Complaint narrative:
About a year ago, I received a couple of emails from VW offering me to turn in my leased vehicle and lease or purchase another vehicle. The lease on my old vehicle matured on XX/XX/XXXX. I visited XXXX XXXX in XXXX, VA and agreed to a new vehicle. When negotiating the price, I explicitly told the dealer I wanted all charges rolled into the bottom line. I left the dealer with a new car and at the time, no further charges owed. I did not sign or receive any documentation countering my belief. I turned the vehicle into the dealership on XX/XX/XXXX. 
In XX/XX/XXXX, I received a turn-in settlement invoice from VW Credit with a request for a {$1400.00} payment. I contacted VW Credit on XX/XX/XXXX to inquire about the charges and I was basically told " those are the charges, can't help you ''. On XX/XX/XXXX, I received an updated bill for {$2200.00} with no explanation. On XX/XX/XXXX, I, again, contacted VW Credit and was told that the charges needed to be recalculated because they were totaled incorrectly. I was also told that I would receive a return call explaining said charges. I never received that call. Two months later, I called again. Bottom line, I asked for a detailed billing statement for all charges as I had not received one. I was also told that my vehicle was sold at auction for a loss and that total was factored in obtaining the payment total. That total was compared with excess mileage and excess wear. The excess mileage charge was included in the turn in payment and I disputed the damages as I turned in the vehicle in excellent driving condition. The VW Credit agent told me it took 7 days after I relinquished my vehicle to the dealer for someone to inspect it and come up with a bottom line. About a week after this call, I finally received a detailed billing statement. And to my surprise, a different total - {$1600.00}. 
Just to pile on even more, VW Credit referred this bill to a debt collector. 
When I talked to the debt collector, XXXX XXXX XXXX XXXX XXXX, on XX/XX/XXXX, I told them that this account was in dispute and not call me anymore until resolved. The agent told me that I needed to pay off the debt for whatever amount even after I told him about the dispute. He could not give me a total amount even after I laid out the situation. He said pay the amount that was the most and worry about a resolved total later. He continued to press the issue of payment and I told him I would not pay it until resolved. I asked him and the company not to call until resolved and he tried one more time to get me to pay.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2019-02-24 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — Frequent or repeated calls
Company: Bread Financial Holdings, Inc.
State: GA

Complaint narrative:
XXXX XXXX has called 12 to 15 times a day when I have informed them of a hardship and scheduled a payment

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2019-02-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC

Complaint narrative:
I have been a long time customer with Bank of America for 15 years and had a premium checking account with free interest checking with account balance of {$5000.00} and free safety deposit box, waiver of certain fees for services such as certified checks, etc. However, about a year or ago BoA changed the terms of the Checking and Money Market Accounts and reduced overall services but increased the fees such as charging {$75.00} per yr for the safety deposit box. So I changed the checking account to one that required a lower balance for free checking of {$1500.00} and thought that the Money Market account was closed and the funds moved to the Checking Account. However, in XX/XX/2018 I noticed that instead of closing the Money Market Account BoA opened a savings account so I transferred all of the funds to my checking account and closed the account. However, the account started to accrue a $ XXXX  monthly fee. I noticed a few days ago that there was a - {$15.00} balance on the savings account. I called on XX/XX/XXXX and ( XXXX? ) worked to resolve the issue for 15 minutes when she could only waive a {$5.00} fee I asked to speak to a supervisor. 
The supervisor Mr XXXX put me on hold but hung up. He called me back and had me on the phone for another 30 minutes. I asked that they close the account and waive the fees. They waived another month of fees. However, they could not waive one of the fees so they would not close the account and are leaving it with a {$4.00} balance. 
I am a federal employee and went through 5 weeks with reduced pay so this additional hardship by an organization is unacceptable. I will go into the local BofA branch tomorrow - I will ask them if they can resolve the issue. This is an extreme hassle and I am extremely frustrated. BofA behavior is unacceptable and I can no longer bank with them so while I visit them tomorrow I will close my checking account and take my business elsewhere.

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