vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-04-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LoanCare, LLC
State: NY

Complaint narrative:
this is the worst company to deal with. customer service is awful. i ca n't get ahold of anyone. the website is so incredibly bad that you ca n't pay a bill. so the only way to make sure you pay on time is to pay by phone for a ridiculous pay-by-phone service charge. they are the bottom feeders of the mortgage world. this is my mortgage, and i ' the one paying back a quarter of a million dollars and i can not deal with the company i 'm giving my money to. i believe i should have some say in where my mortgage goes and who is handling it. Based on EVERY review i can online says this company is evil. someone should take a look.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC

Complaint narrative:
In XX/XX/XXXX 2014 my previous mortgage company XXXX XXXX ), sold our mortgage to Carrington Mortgage Services XXXX a branch of XXXX ) without any prior notification that this was even being considered. I do n't think mortgage companies should be allowed to sell our mortgages without any input from consumers. I was n't even notified that they acquired my mortgage until the XX/XX/XXXX 2014, almost 3 months after they bought it. I am an active duty military member and stationed XXXX XXXX my wife and kids are located in the XXXX area of XXXX state XXXX and the property associated with this mortgage is located in XXXX and is a Veterans Administration loan. 
When we discovered that Carrington Mortgage Services bought my mortgage, we called them to get some information as to what I needed to do to keep paying my mortgage, but their mortgage associate who we spoke to did not have any answers to any of our questions and we had to question what exactly was her purpose. They are not very helpful at all, and in fact is one of the worst customer service I have ever seen in any company. They then threatened to foreclose our home. We had to request a mortgage modification loan to get our mortgage back on track and end the foreclosure action. 
Once we started the mortgage modification process, they sent their associates in the local area of my property to take pictures and determine if the home was occupied. They did this on numerous occasions although we already informed them that our son and mother-in-law were living in the home. We had to send in all my documents they required for the mortgage modification on four separate occasions because they claimed that they did n't get it, or was somehow mis-placed in their facility somewhere. We faxed all our documents to them and also scanned and up-loaded them on their website as a backup. Hence, their excuses about it being mis-placed is nonsense. We honestly believe that they are simply incompetent and the myriad of departments they have do n't always communicate with each other.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NM

Complaint narrative:
To Whom It May Concern, I am writing to several agencies because I am not exactly sure which one is the most appropriate for this complaint. 
My mortgage loan was recently ( XXXX/XXXX/15 ) sold by XXXX to a collection agency called Carrington. I never missed a payment nor was late with a payment. I do understand that, under the terms of the loan, XXXX may sell my loan servicing to other entities. I also expect however, that whichever entity they sell it to would be able to service it adequately and legally, and follow the terms of the loan. Carrington appears to be unable to do so. 
I attempted to make an additional principal payment during my first online session and was informed that I could not do so. I was informed that the maximum payment I was allowed to make was the minimum payment I had to make ( see attachment ). I do not believe this is legal, ethical, nor within the terms of the loan agreement. 
When I complained to XXXX with the following message, '' Date : XXXX XXXXXXXXTo : XXXX XXXX XXXXSubject : XXXX You sold my mortgage loan to Carrington vultures. I tried making an online payment, adding an additional principal payment. Even though it is an option on their online form, they would not allow it. What kind of cheap, XXXX XXXX are you selling citizens loans to? I have never missed a payment nor been late with a payment and you sold my mortgage to an unscrupulous collection agency. I will be reporting them and you to the appropriate regulatory agencies. " XXXX responded that I should call Carrington and make the extra principal payment over the phone. 
Yes, I could call Carrington. In fact, just a short while ago today Carrington called me ( I refused to talk with them ), probably in response to a message I left them informing them I was making this complaint. And yes, I could probably call and make the extra principal payment over the phone, as XXXX suggested. But what about all the other people who will have to deal with this collection agency and not know their rights or maybe do not understand the terms of their loan? What if they believe the message that their minimum payment is their maximum allowable payment? I believe that the Carrington collection agency should be investigated and persuaded to change their website online access to give accurate and legal information to the people unlucky enough to have them collecting their loans. 
I understand why XXXX has to sell the loans ; competent financial managers are hard to find and XXXX is probably in need of fast cash to shore up some bad investment choices, but they should still take the time to vet the collection agencies to whom they sell their loans to ensure a consistent quality of service for their previous customers. Would n't you agree? 
Thank you for your attention to this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MD

Complaint narrative:
I 've been trying for at least a month, to update my online password after it " expired '', but nothing I enter that would fit their criteria works. I 've made up passwords I 've never used before, made sure a person 's name on the account was n't used, the capital letter, small letter, special character, numeric, and at least XXXX characters long. Nothing works. I 've been trying to pay my loan and now there is a recording saying they are having technical difficulties and higher than expected call volume and to " call back later '' then click. I am not sure why XXXX sold my loan to them, but they have been nothing but a problem to make a simple payment online. There is no other phone number for technical difficulty. This all looks like a scam to charge a late charge or XXXX XXXX charge to me. I do not know why they think they need to decide for me, that I need to change my password, as long as it fit their criteria once.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-04 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: Falls Collection Service Inc.
State: WI

Complaint narrative:
I believe someone used my social security number to pay a bill that I did not pay and was fully unaware of. I have never check my credit score but when I did XXXX XXXX said there was an unresolved payment that was on my reports which brought my credit score down.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NM

Complaint narrative:
My mortgage loan stated with XXXX and was quickly sold to XXXX XXXX XXXX who just sold it to Carrington Mortgage Services. XXXX had applied and according to the letter they sent me on XXXX XXXX, 2015 that HUD had approved discontinuing MIP. They sent me a letter stating my annual escrow review had been done and my escrow payment was {$190.00} but was going down to {$100.00} per month. I made my XXXX payment through an Escrow company and the check was cleared XXXX XXXX, 2015. I received a letter from Carrington stating no monies had been received. I verified with the Escrow company that the payment had been made and cleared and then contacted Carrington. I was again told no monies were received only after a lengthy discussion did the customer service rep finally admitted they did have the payment. She stated it not applied because they the amount was insufficient according to their records. I shared all the dates and statements I had received from XXXX and was told that she was just trying to keep me from being foreclosed on. She also told me not to talk but to listen to her because if I did n't make a payment right then the rep would not help me. She also tried to make me pay the entire payment until we had another long discussion that they had the entire payment less {$85.00}. She accepted my checking information and only after she had it did she inform me there would be a {$15.00} fee payable to XXXX XXXX. Giving the media attention regarding issues with XXXX XXXX I objected and was told I had no choice. I asked how this could be resolved and was informed it was up to me to provide Carrington with all the documentation including those sent by Carrington. She gave me a phone number to the research department that turned out to be a non working number. I also asked to speak to a supervisor on several occasions and was told no each time. She took my phone number and said a supervisor would call it has now been XXXX days and no return call. I was also informed by a XXXX customer rep that all the information regarding the MIP and escrow changes were provided to Carrington. He also refused any assistance stating they had closed out the loan so it basically was n't their problem. When I spoke with the Carrington customer service rep she informed me that she found no such records, Ironically on XXXX XXXX, 2015 Carrington issued me a check for a Escrow refund, my question is how did that happen? I have read numerous complaints from individuals who had their mortgages sold by XXXX to Carrington and a vast majority report numerous issues with Carrington. This is a FHA loan and the government needs to investigate this company and it 's practices. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-15 00:00:00
Product: Money transfers — International money transfer
Issue: Other transaction issues — 
Company: BBVA FINANCIAL CORPORATION
State: TX

Complaint narrative:
I attempted to wire transfer the remaining balance for a XXXX to the XXXX company from my branch office at BBVA compass on XX/XX/2016. Wire transfer paperwork indicated funds available on XX/XX/2016. On XX/XX/XXXX when the funds had still not arrived in the recipients bank account, I requested a trace through BBVA. At this point BBVA still does not know where the money is, and can not produce any proof that the money has been transferred from the intermediate bank to the bank in XXXX XXXX. BBVA Compass system for tracing the money is almost guaranteed to be non-productive. I have spoken to the wire transfer department twice on the phone, to be told on each occasion that they are not allowed to tell me anything - that I must speak to someone at my branch office. I have spoken to a branch associate every day for the last 7 business days, and while she has been very polite - she is not capable of doing anything any more that sending a request to the same wire transfer department that is not allowed to tell me anything and wait for them to resolve the issue and revert back to her with an answer. I have spoken 4 times to my personal banker that BBVA Compass assigned to me, and the only assistance that the personal banker is able to offer is that this will be resolved, but she is unable to perform any more research than the branch associate. Yesterday I met with the VP of the branch that I bank at with the same results. The VP of the branch indicated that it would n't matter whether I spoke to her boss, or her boss 's boss, they would all be dependent on the wire transfer department to resolve the issue. The intermediate bank is XXXX XXXX XXXX, and none of the personnel from BBVA that I have spoken to has ever picked up the phone to speak to a representative at XXXX XXXX and secure a copy of a confirmation that XXXX XXXX has forwarded the money. 
The current steps that the bank are taking are to try and retract the money back to my account. The system for retracting the money is to send a request to XXXX XXXX to be forwarded to the original destination bank to request to get the money back. Given that BBVA has no idea if the money is still at XXXX XXXX or lost at the destination bank, and is unable to show any proof or confirmation documentation of where the money is other than not at BBVA, I dont have much faith that I will ever receive this money again, or ever learn of its final destination. 
XXXX - there should be a better system in place to ensure that banks that make international wire transfers should have to be accountable for knowing where the money goes.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LoanCare, LLC
State: SC

Complaint narrative:
Our mortgage was transferred to Loan Care when we closed on our home. Loan Care did not accurately project the property tax in our escrow analysis and when taxes were due we did not have enough in the escrow to cover it. Without contacting us, Loan Care advanced the additional amount to pay the taxes and added the shortage into our monthly payment as well as increasing our monthly escrow payment. Our mortgage payment had nearly doubled. The amount of taxes paid turned out to be incorrect. The XXXX had mislabeled our property so we reached out to them and they recalculated our taxes at our request. We received a refund for the overpayment and contacted Loan Care so we could apply the refund to our escrow shortage and adjust our escrow/monthly payment according to the recalculated tax amount. We have applied the refund to our escrow shortage but to date the corrected tax amount for our property has not been updated by Loan Care nor has our escrow/monthly payment been adjusted. We are still paying their increased escrow payment for property taxes that are more than {$1100.00} in excess of the actual tax amount. We have contacted Loan Care for resolution several times over the last few months. None of the customer service representatives at Loan Care have been able to help us, no managers or supervisors are ever available to take our calls and even though we have emailed the requested documentation to their tax department and followed up on that email, we still have not received any communication from anyone who will help us resolve this issue.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-28 00:00:00
Product: Debt collection — Medical
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: HCFS Healthcare Financial Services of TeamHealth
State: FL

Complaint narrative:
This debt was due to an XXXX visit where I clearly stated I did not have insurance and was unable to pay the bill. I was treated for a XXXX, and was not advised that I would be placed in collections for my inability to pay. This amount should be discharged.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MI

Complaint narrative:
Last year after XXXX got caught messing with my escrow, the CFPB helped me out and got them to make some sort of terms with XXXX. As a result of this, my mortgage was sold to Carrington Mortgage Services. This year, Carrington cleaned out my escrow again, just like XXXX and now has decided that there is a shortfall. With little notice or opportunity to put money back into my escrow, they have elevated my escrow payment to more than I am paying on principal and interest. I feel that they are trying to cause me to default or fall behind on payments with the intent of charging fees and such.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-27 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: Cooling & Winter LLC
State: GA

Complaint narrative:
In XX/XX/XXXX, I received a letter from Cooling & Winter Attorneys about a debt that I do not owe them. I responded back to the letter within 30 days as requested. I asked for them to verify the debt and send me all original signed documents. They did not send me any documents with my signature. Instead they sent me a copy of some documents they got from the XXXX County court. The court documents show a total balance of {$2100.00} for all costs but Cooling & Winter document says the balance is {$2600.00}. The fair debt collection practices act says that a creditor must provide me with original documents if I request them. They must verify the debt before attempting to collect the debt. They are also in violation for trying to collect more than the original balance. This debt was disposed XX/XX/XXXX and they are still trying to collect on it.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-29 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: Transfinancial Companies, Inc
State: LA

Complaint narrative:
on XXXX/XXXX/2015 I paid Transfinancial {$990.00} on behalf of XXXX XXXX in negotiation for {$1400.00} bills for {$980.00} {$320.00} {$100.00}

Company response to consumer: Closed
Consumer complaint received 2017-03-29 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Taking out the loan or lease — 
Company: Santander Consumer USA Holdings Inc.
State: CA

Complaint narrative:
Good Morning, I bought a car in XX/XX/XXXX through a car dealership. My vehicle loan ended up going through the Santander Consumer USA XXXX. Although I never received any type of car note or statements in the mail from this provider ( ever ) I paid {$400.00} dollars every month to the company through XXXX. The initial loan for my car was {$17000.00} dollars roughly, which is why I insisted on paying {$400.00} dollars every month. In XX/XX/XXXX, I began to look for a home and once my credit report was pulled, it showed that I still owed this corporation {$10000.00} dollars. I did the calculations of what I had paid on the car so far and found that I had already paid this company {$20000.00} dollars so not only had I paid for my car in full, I had actually been overpaying them. My car ended up being totaled sometime in the earlier dates of XX/XX/XXXX, and once I began to having to deal with my insurance company, they informed me that the Santander company was now stating that I owed a total of {$11000.00} dollars and that any amount of money that I would receive for my car would go directly to this consumer financial group. I took it upon myself to call the Santander consumer USA company who went from {$10000.00} one day, down to {$9000.00} the next day, and {$2000.00} by the time that we got to Friday. I still refuse to pay this amount because I feel as though they are blatantly cheating me out of even more money that I do n't have. Upon further investigation by myself, I found out that the Santander company was already being investigated federally. 

Thank you for your time.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-02 00:00:00
Product: Debt collection — Credit card
Issue: Taking/threatening an illegal action — Threatened to sue on too old debt
Company: Johnson Mark LLC
State: AZ

Complaint narrative:
Johnson Mark XXXX is attempting to collect a debt which was outside of the statute of limitations. There was so attempt to contact me with updated contact information. The Law office claimed to have served me or a person at another residence and filed a lawsuit against me even though I was personally not contacted. The law office started to garnish my wages11 years after the account was closed. No additional attempts were made to contact me at my residence. There had not been any garnishment attempts made prior to this. Mark Johnson LLC has not provided me with written documentation of verification of debt, name, address of original creditor, statements, previous payments, or account information.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-05 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Focus Holding Company
State: LA

Complaint narrative:
I am receiving calls from Focus Receivables Management about a debt that I do n't owe.

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-01 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Focus Holding Company
State: TX

Complaint narrative:
Account Opened for collections XXXX/XXXX/2015 original creditor XXXX XXXX. Removed and reopened still lingering on my credit report. 
Account was never opened, no business conducted with XXXX. 
Spoke to XXXX XXXX and XXXX ( did not provide last name ) who advised to send a letter to below address to dispute collection report/Certified letter to be mailed.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-15 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: URS Holding, LLC
State: FL

Complaint narrative:
XXXX College at XXXX claims I owe them over {$730.00} plus an additional {$230.00} in collection costs. They claim it is owed for books purchased. However, my books and school materials were paid for by my financial aid. Which was denied that semester they are claiming the debt was incurred. I did not receive any books because I did not receive financial aid. I have been trying to get this fixed for a while now with now cooperation. I am XXXX with my XXXX. And simply want this situation rectified so I can complete my degree.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-12 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: URS Holding, LLC
State: NY

Complaint narrative:
Dear CFPB, today, XXXX XXXX, 2015, I received an harassing collection letter via US mail from a agency called J.C Christensen & Assoc., Inc. concerning a judgment or debt I, XXXX XXXX XXXX am not a party to. I did send via certified mail a debt dispute letter to cease collection efforts.

Company response to consumer: Closed with explanation