vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-06-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: MA

Complaint narrative:
Effective XXXX XXXX, 2016, XXXX sold my mortgage to SunTrust Mortgage. Initially, I received a note from SunTrust that my account number from XXXX XXXX would remain unchanged. I later received a note from SunTrust that I was given a new account number. I changed the account number in my bank 's automatic payment, and through a snafu, the XXXX 2016 payment was not sent to SunTrust. I was unaware of this until I received a notice from SunTrust that my XXXX 2016 payment had not been received, so I was to make a double payment that was for XXXX and XXXX 2016. I received a bill for the two months of XXXX and XXXX in the amount of : {$2500.00}. I made that payment on XXXX XXXX, 2016 - to cover both XXXX and XXXX. Yesterday, XXXX XXXX, I received a note from SunTrust that they had not received my XXXX payment. I went into my bank account and the payment for XXXX and XXXX had been sent on XXXX XXXX. I called SunTrust, and during my 58 minutes on the phone with 3 people I learned that SunTrust had made the following mistakes : 1. ) They applied my XXXX payment to my principle, rather than to my mortgage payment. This happened even though they sent me a bill for {$2500.00} and I paid exactly {$2500.00}. 2. ) I further learned that my XXXX payment was also incorrectly applied to my principle! They received my XXXX payment on XXXX XXXX, 2016. The first error was now compounded by a second error. I was told that they would correct that issue and respond back to me today. I am extremely concerned that my credit, which is super, will be negatively impacted by these SunTrust errors. I would like to have this checked out, as I notice that there are a number of online complaints that indicate that SunTrust misapplies monthly payments to the mortgage principle and then sends out notices to homeowners that they are late with their payments. This is either incompetent or fraudulent.

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 2016-01-17 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: FL

Complaint narrative:
Between XX/XX/XXXX and XX/XX/XXXX I attended a school in XXXX Florida to become a helicopter pilot. The school was named XXXX XXXX XXXX and unfortunately went bankrupt before I was able to obtain any certifications. I was still required to pay the full amount of the loan which was over {$80000.00}. Not wanting to be responsible for paying such a large amount for training I never received seemed wrong. The students filed a class action using XXXX XXXX and he negotiated a reduced amount that we would owe though the amount was still very large despite never having received the training promised by the school. XXXX XXXX received millions in fees from the student loan company as part of the settlement. I am still paying on this loan and it has become overly burdensome and I still have twenty years of payments to go.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-21 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
I paid my car loan off with SunTrust bank in XXXX 2014. To date they report to XXXX that I owe them & XXXX. They mailed me a lien release letter & I have title to the car! They insist their records are accurate. I 've been fighting with them since XXXX, personal visit to bank, phone cal mail & fax letters! I just received a letter today stating my account is being reported accurately. Help, this is lowering my credit score! I'am at my wits end. XXXX removed this from my file, XXXX is still showing {$11000.00}! Help please, I 've paid dearly due to the real estae crash & I want this cleared up. Thank you.

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 2016-10-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: SC

Complaint narrative:
I have a rental house located in XXXX XXXX XXXX, XXXX. I also have a mortgage with Sun Trust Bank for that house since XX/XX/XXXX. I 've always paid my mortgage and never late until this past XX/XX/XXXX. I ca n't afford to pay the mortgage anymore. I attempted to refinance the mortgage XX/XX/XXXX with a credit of over XXXX at the time I thought it would be easy. I filed the application and processed through the whole mortgage thing only for Sun Trust to tell that there is a XXXX lean on my house from the City of XXXX XXXX XXXX.I was told pay it off and will move forward, so I called the City of XXXX XXXX XXXX and they searched their files for leans and I was told there is no lean on XXXX XXXX XXXX XXXX house owned by me XXXX XXXX. I contacted Sun Trust and told them what the City told me that there is no lean on my property. Sun Trust refused to move forward so I said I 'll something in writing from the City but I told no pay it or we move forward. That was it the mortgage was to high and I could not afford it anymore. XX/XX/XXXX I stopped paying my mortgage so Sun Trust said they 'll send me a loan modification packet which they did, I filled it out and returned the packet only for Sun Trust to send my loan to a collection company called XXXX located in XXXX. I attempted to contact Sun Trust and was told to talk to XXXX. XXXX sent me another loan modification packet and told me to fill it out. I said I just sent one in to Sun Trust I was told I 'll have to send another one to them. I again filled out this lengthy application with all my info and XX/XX/XXXX tax returns. Nothing happened for about a month then XXXX sent me yet a third loan modification packet and said I had fill this out again, of after yelling and screaming as to why do I have to fill out XXXX of these I was told if I want help then this is the process. I filled out the tired loan modification application and sent it back, if you can believe it the customer service female told that this is what XXXX does on a recorded line. Now I just yet another packet which I refuse to fill out. I have an investor from XXXX that wants to purchase the house as a short sale and I said great, but I can not get anyone to help me at XXXX. I called XXXX today and left a message for the person in charge of my case relationship manager XXXX teller # XXXX to call me but she never called back. I guess their stalling for time and will try and foreclose on the house since it has about {$30.00} in equity. This is the game that is being played by Sun Trust and XXXX. I need your help with this situation. the loan on my Sun Trust mortgage is ( XXXX. ). SLS XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX. XXXX

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 2015-11-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
On XXXX XXXX 2015 I realized that I might have problems paying Suntrust mortgage because the house was struck by lighting. I called and spoke to representative who transferred me several times and they completed a three way call with XXXX XXXX XXXX to provide a credit to cover the XXXX 2015 payment. A three way call with all parties stating they recorded and banking info provided to debit the account. XXXX XXXX XXXX agreed and said they would credit it and then receive the payment from me XX/XX/2015. Suntrust sold the loan to XXXX and never pulled the XX/XX/XXXX payment as agreed, Did n't apply the XX/XX/XXXX payment that I paid and submitted information to XXXX that my last payment was in XX/XX/XXXX with no insurance on the home even though it is attached to the mortgage. I only found out when XXXX sent me my first statement requesting proof of insurance that no payment had been paid to my account. When I called Suntrust they said they have no record of it even though my Bank account shows the opposite. XXXX XXXX XXXX has provided documentation twice to them. XXXX is now my primary mortgage company which a payment was made but my credit and late fees had taken a negative hit due to their negligence because they violated RESPA. XXXX said they have until XX/XX/XXXX to fix the situation which no current statements show any progress. Since they did not pay any payment I am now 2 months behind instead of current which will be currently eventually but not for a while. Suntrust has also refused to take any responsibility since they no longer own the loan.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-31 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: MA

Complaint narrative:
I started working at a XXXX XX/XX/XXXX, and have been attempting to work toward Public Service Loan Forgiveness since then. After receiving incorrect advice for my first two years, I finally consolidated my loans through Federal Direct Loan Servicing, and started working toward making my 120 payments. In XX/XX/XXXX, I was trying to get ahead and actually make extra payments toward the principal. Users seem to be punished by trying to actually pay off debt through this program, as once I got ahead of my minimum monthly income-based repayment, they stopped counting my payments. The payments only register in their system if you pay the minimum and only the minimum. 

I have been submitting regular applications to PSLF each year to show that I am still working at a nonprofit. Even after doing this year after year, my statements only indicate that I have made 3 qualifying payments toward my largest loans. I have called numerous times asking them to correct this, and though they tell me they can, my statements still only reflect these XXXX payments. Most recently I called today, and was told that even though my most recent application was received XX/XX/XXXX, they still have n't gotten around to reviewing it and tracking my qualifying payments. 

Since the time I officially started with FedLoan Servicing, I have without fail made my monthly payments or more. By now I should have at least XXXX qualifying payments made toward my biggest consolidated loan. I 'm tired of calling and talking to various people ( who have different levels of knowledge ), and still not seeing any results. I have for a while felt like I have lost faith in this program, and wonder if I should be trying harder to simply pay back my loans. I fear getting to the end of a ten-year period and finding out that I will never qualify for loan forgiveness, and that in the end I will owe much more than if I were to have been paying it off little by little over that same period of time. 

I know CFPB is working very hard to try to make this system consistent and reliable, but I just do n't see the loan servicing industry coming through. Thank you for your hard work.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-05-03 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: SUNTRUST BANKS, INC.
State: NY

Complaint narrative:
I received a letter from SunTrust Bank dated XXXX/XXXX/XXXX in which they announced a 37 % increase in late payment fees. Specifically, it reads " Based on changes in consumer price index, the amount of the first late payment or first returned payment fee is changing to up to {$27.00} ''. 

However, a look at the actual XXXX data provided by the XXXX XXXX XXXX XXXX clearly shows that the XXXX has been *decreasing* since the middle of XXXX, and has actually been running slightly negative in XXXX so far. I called SunTrust at XXXX and talked to someone by the name of XXXX who told me that " this department does n't handle that ''. When I asked him to tell me who did, he placed me on hold for 10 minutes. When he came back, he informed me that there was no one to talk to about this. 

I think that I 'm entitled to an explanation when a bank fee suddenly jumps by over one third, instead of getting the typical bank stonewall treatment.

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 2016-10-17 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
Prior to XXXX XXXX, I was given a {$500.00} personal check from my landlord in rejection of my rent, which I had paid her. On the morning of XXXX XXXX, I deposited that check into my account at SunTrust ; the funds pertaining to that check were made available that evening. On XXXX XXXX, I made a withdrawal of {$1100.00}, resulting in remaining a balance of {$70.00}. The following day ( XXXX XXXX ), I received an envelope wherein was a slip of paper declaring that {$500.00} was withdrawn from my account on XXXX XXXX, resulting in a negative balance of {$510.00}.

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 2015-10-27 00:00:00
Product: Debt collection — Credit card
Issue: False statements or representation — Attempted to collect wrong amount
Company: ARS National Services, Inc.
State: NC

Complaint narrative:
My issue is with a XXXX XXXX credit card. I fell behind on payments and then made a payment to pay all pass due amounts. Soon after that they suspended me from making direct payments on the XXXX XXXX website and would not accept payments over the telephone. I was contacted by ARS national Services and given the option to pay XXXX in full to clear the account. I paid the XXXX in XXXX of 2015 and thought all was well until I received a call from ARS in XXXX of 2015 stating I now owe XXXX. Each time I spoke with the company they insisted I owed the money. I requested explanation of the balance in writing but to date have not received a detailed explanation in writing. They only tell me it is because of interest. To date this account balance has grown from XXXX when I paid it off the debt according to paperwork sent to me from ARS, to XXXX according to the ARS representative I spoke with today. My last communication with this company was XX/XX/2015.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-24 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: NY

Complaint narrative:
My XXXX payment is almost half of my monthly income. I have contacted Aes several times about lowering my payment but every time they refuse to help. They say I am not eligible for any of the other options. I am a XXXX and will be forced to default if American Education Services refuses to help with a lower payment.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-10 00:00:00
Product: Credit card — 
Issue: Credit card protection / Debt protection — 
Company: CITIBANK, N.A.
State: ME

Complaint narrative:
XX/XX/XXXX i found out that one of my XXXX XXXX. my customer had not paid for the work i had done to date and i had no written contract. i called my credit cards all XXXX different companys and asked for the use of my " credit card payment protection '' it goes by many names. i was told flat out that since i was self employed that i could not prove i lost the work. i can prove i lost the work. the end result was that i paid them thousands of dollars over many years ( like 10 years ) for this service and i only needed a few hundred dollars to keep current. they shut off my cards and collapsed my available credit. i needed that credit to keep my business going. i had to take a job working for someone else and hibernate my XXXX. three months after my first phone they called begging me to get current, XXXX companys and even suggested i use my " credit payment protection '' when i said, " i am XXXX and you guys knew that from the start, 10 years ago '' they said that maybe they could find a way for me to be allowed to use my " credit payment protection ''. i was so mad i had to hang up. when its my life and credit and business they cant help me, when i am about to go 90 days and they are going to have to " charge me off '' they find a way to use it. i never ended up using it because the paper work came to me in the mail after it was due back and furthermore it was impossible to fill out as self employed. i have tried to explain this to XXXX XXXX and XXXX. they fixed other things but not this they are in bed with the credit card companys and dont care what i say. i paid my debts current and i paid off the cards that were closed upon me. now i need help getting my credit fixed and my money i spent on credit payment protection back thank you i hope you can help. this down grade in credit has ruined my XXXX that i worked so hard for and now i cant buy a house because of how they misled me into a trap.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-05 00:00:00
Product: Credit card — 
Issue: APR or interest rate — 
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
Upon reviewing my charges on my Citi Diamond Preferred Card, I noticed that my interest charge was higher than the previous months ' charges, despite any new significant purchases and the balance was being payed down. I sent a message via the online account managing center to explain the discrepancy. I promptly received a standard response on how interest on a credit card works with no attempt to even address my issue. I angrily responded, attempting to clarify my issue. I received another response, this time with only the last XXXX digits of my credit card number and nothing else. 
I then called CitiCards and was promptly hung up when a representative answered the call ( they know who I was during the automated phone prompts ). I called a second time and spoke to a representative who very confusingly mentioned that I was under a promotion that ended and that my interest rate changed. I did not sign up for any promotion and asked the representative whether or not it was legal for them to just change my interest rate without my permission or notice. The representative then denied that my interest rate went up and again attempted to explain a very simple question, and could not do so. I asked when the promotion went into effect and the representative put me on hold for at least 20 minutes. During this time, she would check with me to see if I was still on the line and I answered in the affirmative. Finally, she came back on the phone to check if I was still on the line and then pretended that she could n't hear my responses and then disconnected the call.

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 2015-11-20 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
In XXXX of this year I purchased tickets for a show. I late discovered I could not go. I contacted the vendor requesting a refund. I received no answer. I then contacted citi and requested they dispute the charges. The show was subsequently cancelled. I provided this information to citi. Yet they still sided with the vendor. I paid for a show I did not attend. This is unfair and deceptive.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-02-27 00:00:00
Product: Debt collection — Mortgage
Issue: Communication tactics — Used obscene/profane/abusive language
Company: Aspen National Financial, Inc.
State: SC

Complaint narrative:
Every time I get a call from the company it the same guy. He hang up the phone on me. Demand thing. Rude, disrespectful, just mean and rude.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-09 00:00:00
Product: Debt collection — Medical
Issue: Communication tactics — Frequent or repeated calls
Company: BC SERVICES, INC.
State: CO

Complaint narrative:
I have been contacted at my workplace after informing that I and the company I work for does not allow and appreciate calls from solicitors and debt collectors.

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 2017-02-04 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: Lending Club Corp
State: IL

Complaint narrative:
I attempted to contact Lending Club using the provided email addresses. I wished to pay off my business loan. The website allows you to make withdrawal requests. But you can not pay your loan online. The loan note has a paragraph which provides a mailing address to pay your loan. I sent payment, but it was never processed. The note payments are automatically taken from my checking account each month. Essentially, you can make withdrawals, but you can not pay off the note. Lending Club does not answer any communication by email even though their website lists XXXX different wmail addresses.

Company response to consumer: Closed with explanation