vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-25 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: KEYCORP
State: OR

Complaint narrative:
I signed up for an account with a XXXX bonus. I have not recived it. Now they are saying I had prior accounts but they are with my minor kids. Which I was told I still qulified. Then they said I was negative which I was for a fee caused by the bank. An annual fee I was unaware I had. So they said this was why I was I had not received bonus. I feel like this was misleading and the bank is trying to find any reason not to pay.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Arbor Residential Mortgage LLC
State: OR

Complaint narrative:
My mortgage was recently transferred to Seneca Mortgage Servicing. I have made my required mortgage payment in written check form in the amount owed plus additional amounts to go toward the principal balance of the loan. To this date Seneca Mortgage Servicing has received my written checks with the coupon that is attached to their monthly mortgage statement, but have yet to credited my account the full amount that they have withdrawn from my banking institution. The mortgage statements that they have sent me, reflects my mortgage account history since they have taken over servicing. Seneca Mortgage Servicing has applied my payments as they want, regardless of my coupon stating where to put the money. For instance XXXX of my mortgage payments breakdown was in XXXX different accounts ; Principal, Interest, Escrow, and OTHER. 
I have talked with a XXXX different service representatives, XXXX last week and XXXX this week. XXXX representatives have not been able to give me any indication that they know what has happened to my mortgage payments. I have asked them to have a research analyst review my account and get back to me, twice. I also asked the service representative what was the definition of the " OTHER '' account, neither service representative had an answer. The mortgage statement already has a section titled late charges/fees, so why do they need an account titled " OTHER ''? Is this legal for a company to park money in an unidentified account and not be able to tell you why it is being held there. To date I have yet had any resolution for Seneca Mortgage Servicing misappropriation of my mortgage payments.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-11 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: KEYCORP
State: FL

Complaint narrative:
I recently became unemployed and reached out to Key Bank for a work extension. They initially told me to get my start date of my next job, which I did then they told me they also needed my salary which I am waiting on for HR to call me with that information. When asking keybank about lowering my payments from a whopping XXXX a month they said that this is something they could not do because I had exhausted my 18 months ( for the entire loan ) of deferment/forbearance time. They told me to contact XXXX XXXX who I pay the loan through to see if they could lower payments, which I did and they also said there was nothing they could do either. They checked to see if I could get graduated payments which would lower payments for a number of payments then skyrocket payments towards the end of the loan which is not the goal either. I understand that I am responsible for the loan and the payments however no one is willing to work with me in order to make the payment of the loan more reasonable. They keep telling me there are stipulation and regulations that must be followed. At one point when I first started paying the loan back, one customer service representative told me I should have done better financially preparing and that there was nothing they could do. I am an XXXX going into my XXXX year of XXXX and sadly enough after getting and completing several degrees I still do n't make nearly enough money to comfortably pay my bills and student loans. I will not make over XXXX dollars in this upcoming XXXX year. I would think after completing my XXXX degree it would be different and it is n't. I would be okay with a lower interest rate or lower payments, something more reasonable like XXXX to XXXX monthly. Keeping in mind that I still have federal loans to also pay for. Again I am aware that this is my responsibility and I am not trying to get out of paying the loan, but for each company to continue telling me there is nothing they can do is unacceptable. Its as if they do not care to work with you to make sure the loan gets paid. Since I started repaying this loan back in XXXX, I have been on time with the payments. I would love some help to better help me pay this loan on time and more affordably. Thanks

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: AZ

Complaint narrative:
Roundpoint Mortgage Services who services my VA loan has cashed my insurance payment from hail damage in XXXX 2015. They, the Loss Draft department specifically, said initially they were waiting for the XXXX of the XXXX which was submitted with the proposal ( bid/quote ) for services. They said they did not receive the proposal that was also an attachment in the same email. I have since resent it XXXX additional times. They continue to claim they have not received it although, each time, I receive an automated acceptance response from their email system. It is XXXX degrees here in XXXX and they 're preventing me from having a working air condition on a home for which I pay am paying over XXXX dollars for plus interest. In addition, they 're sending me letters saying I am not in compliance with their insurance claim policies because I have not requested a final inspection for the very work they are preventing from being done. Lastly, their phone system does not work properly and when you call it asks three times if you want to leave a message, if you choose not to, it then forces you to or hangs up but no one has returned a single call yet.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: NJ

Complaint narrative:
Roundpoint failed to pay the yearly premium for our homeowners insurance that had been coming out of our mortgage monthly payment. Upon calling them several times, we found out that they " forgot ''. In order to reinstate our home owners insurance, we had to pay a fee which we are now fighting to get back from Roundpoint. Today we made several unsuccessful attempts to speak with someone regarding this matter but were continuously rerouted, hung up on and given the run around.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-05 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: Credit Bureau Collection Services, Inc.
State: MS

Complaint narrative:
I received a phone call on XX/XX/XXXX from an agent from cbcs trying to get me to validate a debt that is being held in their office..I answered the call because I have asked the collection agency not to call me any further because I pay this debt directly to XXXX and I have been since XX/XX/XXXX, cbcs has not adhered to my request ... They have gone to the extent to call me from local numbers which I answer because of the area codes ... I am asking that cbcs to not contact me any further and to release this collection back to XXXX..The payments are made directly to XXXX under my account number which was generated by XXXX ... I do n't owe cbcs and they are continuing to harass me on a daily basis..

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-07-30 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: TCF NATIONAL BANK
State: AZ

Complaint narrative:
As stated by the FDCPA ( A debt collector may not contact you at inconvenient times or places, such as before XXXX in the morning or after XXXX at night, unless you agree to it. And collectors may not contact you at work if they 're told ( orally or in writing ) that you 're not allowed to get calls there. ) This morning, XXXX/XXXX/2015, I received XXXX phone calls prior to XXXX from Gateway One Lending XXXX XXXX at XXXX, XXXX, XXXX and XXXX, evidenced by phone records and screen shots of my call log taken on my cell phone. I also received an email from XXXX XXXX at XXXX.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-01-06 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: KEYCORP
State: NJ

Complaint narrative:
I had my car loan from First Niagara Bank since 2015 but was changed to Key Bank, since the first payment made I have had issues with Key Bank properly posting my payments. On the first payment, the remaining or extra amount that I had sent was posted to the following months payment even though I specified that I wanted it posted to the principal. Then for the following 2 months, my payments, which have all been sent in on time are showing up on their end as late. I have also received XXXX late fee charges for this. This month, once again my payment was not posted correctly because my minimum payment for the month is twice as much. I have to spend hours on the phone every month to correct what is being done wrong and every time I am told that it will be fixed yet it continues to happen.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-07-13 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: FL

Complaint narrative:
My lender, Citizens One Mortgage falsely reported to the credit bureaus that I was late on my mortgage payment. I learned of this error when I tried to refinance my home. I was denied because of this error. I contacted my mortgage company and told them I required a letter stating that I was not late that month. They told me it would take 30 days to research. 30 days passed and I received no resolution, then I received a letter saying it would take 45 days because it required more research. After 45 days, then I received a letter that acknowledged the error on their part, but would not state that I was n't late which is what I told them I needed in order to move forward with my refinance. When calling customer service they urged me to speak with their refinance department which made me suspicious that they were holding up my document to force me to stay with their company. Multiple emails and phone calls and still no resolution. After fighting this issue now for two months I have received a letter stating that the error will be updated in ninety days, so an error that was not my fault is taking six months to resolve which is costing me money I desperately need and my mortgage company refuses to provide the very simple request of a piece of paper that states I was not late on the month in question. They will and have provided letters admitting they made an error, but they refuse to provide what I need to refinance my loan. How can a mortgage company be permitted to make errors and then abuse their victims with no repercussion?

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-27 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was discharged in bankruptcy
Company: ERC
State: GA

Complaint narrative:
Creditor : XXXX XXXX Account closed and XXXX loaned signal boosters returned to them on THEIR prepaid XXXX shipping labels. Several calls to XXXX with the " XXXX Proof of Delivery '' acknowledged. 

A month later, started receiving letters from a collection agency. I replied to letter requesting that they send me proof that they are the " creditor in due course. '' I did provide them with the " XXXX Proof of Delivery '' info. As of XX/XX/2017, no reply. 

Called XXXX again, provided the return " XXXX Proof of Delivery. '' I was told my case would be turned over to their Executive Response Team and I would hear back from them in a few days. 

What I got back was a letter masked to look like a collection agency attempting to collect a debt but is really from, I believe, XXXX Executive Response Team. 

I would like from XXXX XXXX : 1. A letter admitting their error. 
2. No further contact from any outside collection agencies or XXXX XXXX internal collection department " attempting to collect a debt! '' 3. In the event this appears on my credit report they ( XXXX XXXX ) will immediately remove it. 

Thank you for your assistance.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed
Consumer complaint received 2017-02-10 00:00:00
Product: Debt collection — Credit card
Issue: Taking/threatening an illegal action — Threatened to sue on too old debt
Company: Bayview Solutions LLC
State: PA

Complaint narrative:
I received a voicemail stating that a process service was attempting to serve me for a Notice to Appear. They left a phone number for me to call back to schedule the process server. If I did n't the case would proceed without me. XXXX XXXX XXXX or XXXX XXXX ( I called multiple times, it kept changing ) answered. I gave them the number that was left onmessage. XXXX and I scheduled a time. I asked him what this was in regards too. Thinking I was talking to a process server scheduler. At no time was I told this was a debt collector. He tells me it is for a tax refund offset that they filed for. He then proceeds to tell me I can settle and avoid the hearing. I am frantic at this moment, busy at work and not wanting a process server to come to my job. After he again told me that I was being given a notice to appear ( also on VM ) I make an offer. I still did n't know what this loan was or if I even owned jt. I was given very little information. I was scared. He tells me to make an offer. I was again thinking I was being sued. So I made an offer. I called back, sign contract and gave payment information for {$730.00}. The contract comes over from Bayview collection agency. I have NEVER heard of them. I then proceeded to look up informatiom on them and I got very bad reviews. I then called out Magistrates office and they said there is no lawsuit. I then call XXXX back. He hung up when I asked who he worked for. I called again and left a message and asked for a letter of validation and that I had concerns about the legality of their methods. No response. I do n't know this company, I never received information from them. I have no Debt on my credit report for this acct.

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 2016-08-09 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Frequent or repeated calls
Company: ERC
State: GA

Complaint narrative:
Third party Calling me at work when I did not give them my work number because I can not receive calls at work

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-01-19 00:00:00
Product: Credit card — 
Issue: Credit determination — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: FL

Complaint narrative:
Citizens Bank used my credit info to deny my wife 's application to upgrade her XXXX phone. My wife decided XX/XX/2016 to use the apple upgrade portal through apple computer to get a new phone. Its her account only. Nothing to do with me. She entered her personal info ( not mine ) in the application. When it came time to pay the XXXX fee to upgrade she used my XXXX card. Somehow by using my XXXX card it triggered Citizens Bank into pulling my credit report twice. They denied her application by using my credit. i did n't authorize it. She did n't authorize it. No personal info of mine was shared. I 'm not a client of Citizens. They are getting people to apply for credit without them knowing. Its a FRAUD!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-29 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: ERC
State: UT

Complaint narrative:
I filed a complaint against Enhanced Recovery Corp on XXXX XXXX because ERC violated the Fair Debt Collection Practices Act by failing to send me notice as required by the law before putting this account on my credit report. Your case no. is XXXX. ERC 's response to you was as follows : " As a result of this complaint, ERC has updated the account as a disputed item and placed it in an investigatory status to prevent any further collection efforts. In acknowledgement of the dispute, we have requested the account be removed from all credit reporting agencies. Please allow up to 45 days for the credit reporting agencies to process our request. '' I called ERC on XXXX XXXX to confirm that a request had been submitted. XXXX XXXX XXXX (? ) of the Compliance Dept admitted to me on the XXXX that no such request had been sent ; that it would be sent on XXXX XXXX. I called XXXX and asked how the request would be processed and was told that the computer would automatically delete the account with no human processing required. I called all XXXX bureaus on Monday and the account had not been deleted. I called all XXXX bureaus today the XXXX and the account has not been deleted and they told me that no such request was received. I called ERC this morning and was told it sent the request electronically on the XXXX. ERC 's response to CFPB was that it had already sent the deletion request by the XXXX. It also lied to me because it told me it would actually send it on the XXXX. Since the account has not been deleted from any of the bureaus, it means the bureaus have not received such a request. So, as of XXXX XXXX, no such deletion was sent or completed. When I called ERC this morning it told me to wait 45 days. ERC knows as well as I do that if I had filed a dispute with the CB 's it would take 30 days to be investigated. That is not how a request for deletion is handled by the CB 's. ERC has not only been dishonest with me and you, it continues to break the law by leaving it on my report because the courts have ruled that putting that entry on my report constitutes collection activity which is not allowed once the account is disputed. This company operates in blatant disregard for the law.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-05-12 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ

Complaint narrative:
Citizens Bank reported me, rather my business which is an LLC to Chex Systems as " fraud closure ''. This comes up every time I try to open any sort of account for my personal or business whatsoever. I have a copy of my ChexSystems record and neither of which are on the file. The only record on my file is XXXX XXXX Bank and no one is able to confirm or remove something that is non existent anywhere on my file. The only thing I can think of is that it is under my Chex Systems business account consumer ID. The incorrect business is being reported showing corporation and viewing as " XXXX XXXX XXXX XXXX ''. My business is very similar just take away the " XXXX '' making it " XXXX XXXX XXXX, XXXX :. I am also not a corporation as Chex Systems are reporting with this file, I am an LLC. No one will update this and remove it from my file, name. and ssn! I will be contacting my attorney in the next 2 weeks if this is not resolved.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-24 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: ERC
State: GA

Complaint narrative:
I would like to dispute a collection account with Enhanced Recovery Corporation. XXXX XXXX XXXX originally held a {$69.00} debt for me over 4 years ago. I disputed with XXXX XXXX XXXX and was told that they would resolve it, yet, sold said debt to ERC. I have disputed this debt through XXXX and had it removed in the past, but ERC keeps reporting it. I last disputed with XXXX this week and was given a statement saying that the debt was valid. XXXX did not provide any details of the debt being valid. Also, the debt XXXX is showing says it was started in XXXX of 2014 which is also incorrect. The debt was originated over 4 years ago.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-03-06 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
Starting on XXXX XXXX, Circle Gold Checking Accounts at Citizens Bank no longer allowed 6 foreign ATM transaction fees per month. The only way that I found out about the change was that the fees showed up in the online banking system. I complained to them about the change without notice and they pointed me to the memo section of the XXXX 2016 statement which is only visible if you know to go looking for it. It was not on any other statement or sent as a message in the online banking system, so there was no way to assure that people were aware of this change which would impact them, I consider it a bait and switch. With the push for paperless statements, which you have to pay otherwise, a dedicated message should be sent to people through the online system in the months leading up to a change that will cost the account holder money.

Company response to consumer: Closed
Consumer complaint received 2016-06-24 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: LAKE MORTGAGE COMPANY INC.
State: IN

Complaint narrative:
A local mortgage company, Lake Mortgage, advertises it 's current interest rates and products and APR in the local newspaper The XXXX mortgage rate monitor as well as their online ad XXXX. The problem I 've noticed for well over 1 year is the APR on FHA mortgages is nowhere near accurate and therefore deceptive. Currently as of XXXX/XXXX/16, they are advertising an FHA 30 year fixed rate of XXXX with an APR of XXXX. Due the the cost of mortgage insurance alone, I believe the APR is much higher than what is consistently being advertised.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation