vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-12-06 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
I have been a Bank of America customer for over a decade, and my wife has been XXXX for longer than that. I was pre-approved for a mortgage by XXXX at Bank of America in XX/XX/XXXX of this year. I was very up front about my income XXXX salary, bonus, cash, stock, etc. ) which did not change through the underwriting process. Over XXXX weeks with very limited communication from underwriting, XXXX assured me that I did not need to apply with another bank ( where I had been preapproved as well XXXX and that this was going to work out. The only reason I applied with Bank of America was the competitive rate and your assurances that the loan would close. 

In an email from XX/XX/XXXX, XXXX told me that she checked on Bank of America 's treatment of my bonus income and " we should be fine. '' When I called her to follow-up, she told me that she had spoken with the loan processor and even though the bonus was down in the most recent year, the underwriters would take an average of the last XXXX years and we would be fine. 

In actuality, she informed me on XX/XX/XXXX nearly a month later and just 10 days before close that the underwriter would not use an average and would actually not give me credit for any bonus at all even though I was preapproved, none of my information changed, and we had talked about the declining bonus specifically and she told me it would be OK. She also told me in the XX/XX/XXXX email that I had to pay off my car loan, which I did on her advice, but it was not necessary because Bank of America never made the mortgage loan. In the end, I nearly lost the house, and incured thousands of dollars in extra closing costs. 

Adding insult to injury, Bank of America charged me {$870.00} in fees on XX/XX/XXXX, which I do not believe is fair, as I would have never applied with Bank of America if I had not been preapproved by XX/XX/XXXX and assured along the way by her that Bank of America would be able to close my loan. 

I ca n't tell you how frustrated I am by this, not because I was not approved, but because I provided everything up front, was told it would work. I had other options, but I went with Bank of America as a customer given the preapproval and repeated assurances that things would work out. I almost lost the house and was charged fees by Bank of America for this disservice. 

I am asking that Bank of America reimburse the {$870.00} in fees I was charged, as I would not have applied with the bank if I was not preapproved and assured it would close. I asked XXXX by email to reverse the fees, but she told me that was not Bank of America 's policy. I emailed her XXXX XXXX twice to review the situation but never even received any response.

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
Consumer complaint received 2017-02-21 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: TN

Complaint narrative:
I have loans with Navient, formally XXXX XXXX. This company is ridiculous. They do not try to help in any way. Every time you call and try to get help with lowering your payments they tell you there are no options at this time and give you the option of putting your loans in forbearance. I my loans are currently up-to-date and they still will not help loyal customers. People have life changing events that happen and they still do not want to help. The amount of money that you pay is outrageous and the interest rate is unbelievable. This company sucks in so many ways.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: Navient Solutions, LLC.
State: FL

Complaint narrative:
I was going to school for one year and graduated in XX/XX/1984 and I believe that I fraud was happening because it was a one year program and to this day, they taking money from my XXXX and we sent all paperwork to the FTC, and they said that you would be able to help me.

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 2016-10-27 00:00:00
Product: Debt collection — Mortgage
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AR

Complaint narrative:
The account XXXX Date of First Delinquency has been re-aged on my XXXX credit report as XX/XX/XXXX. This account has been delinquent since XX/XX/XXXX. The account has never been brought current. 
Line Item : XXXX XXXX XXXX XXXX, acct number XXXX XXXX XXXX XXXX XXXX XXXX, XXXX SC XXXX Line Item : XXXX XXXX XXXX, XXXX LLC. Attn : Research Dept., XXXX XXXX XXXX XXXX XXXX FL XXXX I have disputed this information several times with the disputes department at XXXX and XXXX XXXX XXXX. The information will be corrected and then re-aged again. I am working hard to correct my credit mistakes and this matter is causing me great distress. I am respectfully asking for your help. 
I have enclosed a copy of my original loan payment history from Bank of American ( original loan holder ) with the clear first date of Date of First Delinquency as XX/XX/XXXX ( no more regular payments made after that point, escrow is in the negative ) as well as a copy of my Chapter XXXX bankruptcy from XX/XX/XXXX ( XXXX behind in payments ), making it currently 8 years old. This account has continuously been sold and resold. Country Wide Home loan XXXX BOA XXXX XXXX XXXX ; XXXX XXXX XXXX then re-added to my credit report and now re-aged. This is a fraudulent practice.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: VA

Complaint narrative:
I was steered towards a higher cost repayment plan a few years ago. The payments were set so that i am only paying the interest and barely paying on the actual loan. Last year i paid almost {$700.00} in interest, and the loan itself was only paid down about {$100.00}.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-23 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
I cosigned a loan for my son at XXXX XXXX XXXX XXXX and he decided to leave school and enroll in the XXXX. While serving as an XXXX military member in XXXX, Navient took over his XXXX XXXX loan and did not properly defer his payments while XXXX. He is now having trouble with anyone trying to help him at Navient and they have instead decided to just bypass my son and come after myself with threatening letters, phone calls morning, noon and night to both myself and any family members they think they can track down. They also do not provide any loan statements or information on balances, payments made, etc. You waste your breath trying to talk to these people because they just want to hound you.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-06-17 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I 've a Bank of America checking and saving accounts. There were XXXX unauthorized transactions, totaling {$2000.00} I called BofA customer service to report the charges. Instead of blocking my card to prevent further use, it was left open. I 'd to log in online and transfer my remaining balance into my other account. 

A claim was filled ( Claim number XXXX ), I was told I would receive provisional credit, but did n't. Bank of America stated amongst many reasons that 1 ) I logged into my account online, 2 ) I was sent a fraud text alert on my number on file, 3 ) that there was a posted/authorized transaction made after the charges in question. I called for the Claim to be re-reviewed, but Bank of America is n't interested in investigating the Unauthorized charges, because they do n't want to give provisional credit, pending the outcome of the investigation. XXXX XXXX called me from the Consumer Response Office, but to my surprise, the claim was already denied and closed, and an investigator claiming to be the one handling the case did n't even know that. That made me wonder if they were actually working on it or just counting days and have a ready made answer for every customer they want to deny. 

Let me state that I promptly called Bank of America the moment I found out my card was missing ; the banker claimed to have blocked the card, and the claims analysts I spoke to, said it was still open and active. I logged online and transferred my remaining balance to my savings account, and that was done after I found out my card was missing and that 's what BofA is regarding as a valid transaction. The number on file ending in XXXX is a home phone that is not text-enabled, so I do n't know who could have responded to a text that can not be received in the first place. Looking at the fraudulent charges online, I called the Merchants and XXXX which has XXXX of the XXXX charges said Bank of America never contacted them regarding the charges, that they are a convinient store and they do n't check ID when using credit cards for most transactions, thus fraud could have occurred. 

So the question is, if Bank of America never contacted the merchants, never did any investigation, how was my claim denied? On an information without hearing from the Merchants? 

It is evident that Bank of America rushed to conclude the investigation, so as to not be liable to issuing me provisional credit, as stipulated by the cardholder 's agreement, pending the outcome of the investigation.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't get flexible payment options
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
I am in debt over XXXX dollars. I have tried for years to repay my loans but every time I seem to hit a roadblock. Over the last few years I have had no success in even starting a repayment plan due to the bad guidance from Navient. Every time I called I would get different advice .... at one point last year I was told there was nothing that I could do but to continue and keep my loan in forbearance. Now I have thousands of fees of just interest and in addition my credit has been affected negatively due to Navient erroneously reporting my payments as XXXX plus days late even after I called numerous times to extend my payment deadlines, but due to lack of follow up I never got the help I needed. Finally last year I made a small step forward and consolidated all my loans to make it easier to navigate with Navient reps my options. Even after this the income based repayment plan is made for failure. It 's almost as if they make it extra hard for someone to get this process done so I can remain in forbearance. I 've even offered to pay at least XXXX a month but I 've been told unless I can pay XXXX or more a month there 's not much we can do. Finally two months ago again I qualify for a lower payment via income based repayment, but now the system set up online is asking for my spouses sign off ( even though it never did before and we 've been married since the last time I applied for IBR ) ... so I 'm back at square one. I just wish that there was a better way to this. I hope someone reads this and finds a way to help me I do n't think that what I 've been through is fair and how my credit and life and inability to buy a house due to Navients negligence is fair either.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-04 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: WA

Complaint narrative:
I have been attempting to overpay my Navient student loans for three months in order to get out of debt faster. I requested that Navient return my payment to the regular monthly minimum because they incorrectly auto-debited the wrong amount from my bank account for the three months I requested my payments to be higher. During this time, each month a different Navient representative told me that my request was n't processed because a ) the representative did n't do it or b ) it would show up on my next billing cycle. Nothing ever changed. When I requested to go back to the regular minimum payments, Navient staff told me that because I had been making over the minimum payment, my over-payments were now my new minimum and that I could n't go back to paying my original monthly payment. I requested they provide me documentation on this policy ; they could not and still have n't. Now, after speaking to several representatives at Navient, I was able to get a figure for my old monthly payment and paid it, but the old overage payment is now showing up as a missed / late payment. Navient refuses to do anything about it other than read off a script or tell me I have no options but to pay.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-28 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: AR

Complaint narrative:
I have a student loan with Navient. My mother signed as my cosigner to help me get a lower rate. I am able to make the monthly payments, but I would like to enroll in some form of graduated plan, which is common, or to take advantage of Navient 's offer to make interest only payments for the first year. However, Navient has informed me that I can not take either route because of the financial status of my cosigner. Since she is able to make these payments, I can not set up a graduated payment plan or make interest only payments. 

This makes XXXX sense to me. I have an agreement with Navient to pay back my loans, which is what I am trying to do. My cosigner only enters the picture if I am unable to make my loan payments. My cosigner 's financial status should not affect whether Navient allows me to set up a graduated payment plan or make interest only payments.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-27 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
There was false charges on my chase debit card, I called chase that evening after I found those charges. Later that month my claim was denied and I was out XXXX. The charges was made at the local grocery store down the street while I was at work. They claimed my signature matches therefore my claim was denied. I was at work and the card was in my possession. We disputed this charge XXXX called XXXX times and also escalate it to their senior management. They advised me there is nothing I can do to reverse these false charges and I will have to file a police report and handle it with the merchant. Chase bank does not provide the protection that they claim they say they do.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC

Complaint narrative:
Bank of America added between {$30000.00} to {$40000.00} to my mortgage back in 2011. They claim I did a modification but yet never signed or agreed to anything. The time they are claiming I did this I was working XXXX in XXXX. When asked for documentation proof they had none. Now my family and I are harassed every month. We are sent a package every month from Bank of America with paperwork dated 2011 to sign for a loan modification. Then a few days later they send someone to our house even on Sundays they come by. They take pictures of our house and sometimes are vehicles. I never sign anything especially since it was not something I agreed to. I have also had to block their number from calling since they call consistently. They normally demand I send money to them for the modification but the last package offered me {$500.00} to sign. They owe me at least {$30000.00} not including finance charges for what they added. I owe much more now on my principal than what was financed. This can not be legal.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: VA

Complaint narrative:
My loan is charged off due to me filing a bankruptcy and it is delinquent. I was transferred to XXXX to make payments and I did fine for 37-38 months with no problems. XXXX was auto debiting my account directly for {$110.00} a month and I was placed into a reduced interest rate program. With no warning my account was taken from XXXX and given to another company at the same time I was n't aware my auto payment stopped. At this time I was immediately placed into a delinquent status and reporting to my credit report for non payment. I found out my loan transferred twice since XXXX and I was finally able to get it re-established today with the latest company handling the delinquent porfolio. When I contact Navient Customer Service they place me in a round robin of transfers and they wo n't provide me with the direct number to the company handling the loan. I 've spoken to XXXX, Navient Customer Service, XXXX, then with XXXX. Navient is saying they can only collect the full amount due and I have to speak with a servicer who handles the loan to do anything further because it 's charged off. I called the final company XXXX the first representative said they no longer serviced my account. I had to start the call pattern over again it was n't until I called Navient again and became irate that she stayed on line until she got me to the proper company. Due to all these servicing transfers payments have not been collected and I am also disappointed that my credit is impacted even more due to their internal servicing transfers and poor communication.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-22 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: Navient Solutions, LLC.
State: NY

Complaint narrative:
Navient ( former XXXX XXXX ). Is threatening and ruining my credit score because they are a backwards company. XX/XX/2014 I had made a payment of {$930.00} to make my account up to date. XXXX days later I made another payment for XXXX of the accounts for {$170.00}. Navient is claiming that I still have not paid the XX/XX/XXXX payments and other payments throughout the year. They have sent numerous credit reports stating I 'm this far behind when I'am not. I sent Navient a printed payment history from their website and highlighted each loan payment in a different color for each loan stating when it was paid and the amount. They are still threatening that this is behind calling family members who are not immediate asking for my co-signers. Im trying to resolve this situation and pay my loans but it is impossible to work with this company and they are affecting my future.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-01 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: The CBE Group, Inc.
State: AL

Complaint narrative:
On or around the XXXX of XXXX 2016, I received a call from CBE Group about an XXXX XXXX XXXX bill of XXXX. I do not have a bill at XXXX XXXX XXXX for XXXX I am still a client of XXXX XXXX XXXX. I told them that I had not received a letter from them and he stated that they mailed me a bill. I told them I have not received anything from you so please send me verification or a statement, because I do not know who you are. He stated he could not and nothing ever came, but they called XXXX 3 times a day on cell phone and home number. I answered again and asked to see the bill and they told me that they emailed it to me and the email had been opened. I asked for the email address where they sent it and it was not mine, I told them that. They said they could not send out another bill. So I called on XXXX XXXX and asked for their mailing address to send them something certified and they would not give me a fiscal address, the woman stated that they did not have XXXX, only a XXXX XXXX XXXX so I looked it up and they did have a fiscal address. I called again on XXXX XXXX and asked for the account # and the woman was very hesitant she only wanted a payment of XXXX. I sent them a certified letter on XXXX/XXXX/16 and on XXXX/XXXX/16 I received a letter ( attached ) stating that they had sent me a letter over 30 days ago concerning this bill, then I received an alerts on my phone that this was put on my credit reports XXXX. I want this negative account removed from my credit reports. I want this bill validated that I even owe XXXX XXXX XXXX and that they have the right to collect from me. Answers to the information that was sent to them certified and they received on XXXX/XXXX/16. Copy of USPS Tracking information attached and copy of letter that was sent to them, and a copy of the letter that I received from them on the XXXX/XXXX/16.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-29 00:00:00
Product: Debt collection — Non-federal student loan
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
XXXX has been calling my relatives and they even called our next door neighbor to talk about our student loan debt trying to contact us.

Company response to consumer: Closed with explanation