vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-24 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI

Complaint narrative:
2nd Mortgage Payoff I am very disappointed with Citizens One Bank and their payoff of practices with regards to my 2nd Mortgage. It is my educated opinion that Citizens One practices are unethical and not in the consumers interest. I have also filed a complaint, XXXX, related to their practices of mortgage loan payoffs with regards to my 1st mortgage. 

XX/XX/XXXX Payoff letter requested. Interest cost {$2.00} per day, starting on XX/XX/XXXX, until paid in full, please see calculations on supporting documentation. Disclaimer on Citizens One payoff letter states " any outstanding checks or charges that are not included in the above payoff amount are the responsibility of the customer. '' XX/XX/XXXX Closing documents signed. 

XX/XX/XXXX Funds received by customer and Citizens One Bank. Citizens One did not dispute this assumption on my part when I complained about my 1st mortgage payoff. Interest due {$27.00} plus payoff XXXX = {$13000.00}, less that original check amount of {$13000.00}.??, see below. 

XX/XX/XXXX Citizens One generated letter stating my loan was paid in full. 

XX/XX/XXXX Collection letter generated by Citizens One. 

XX/XX/XXXX Called customer service. In speaking with customer service I was told that a check was received for {$13000.00}.??, that it was posted to my account, reversed and returned to the closing agent on XX/XX/XXXX. I was also told that on XX/XX/XXXX a second check was posted, {$13000.00}, which paid the loan in full. At no time was I ever informed that my payoff was short as implied in the payoff letter quote above. Citizens went back to the title company and charge me interest on the loan balance while they waited for resolution. I was also made aware at the time of my call that since my loan was paid in full that Citizens only maintains the loan on their online banking system for two days after pay off so I, as the customer, ca n't see how the final payoff was completed, no transparency. In addition when I asked to confirm the date the original check was received I was told that the only department that could confirm the date was the payoff department but they do not take phone calls and customer service does not have access to that information. 

This entire experience has left me to wonder how much of Citizens One 's interest income is made up of income derived by not applying payoff funds when received, not backdating funds to the date received or by not following through by contacting their customer when funds are short, if it is stated as my responsibility they have a duty to inform me of the shortage. Citizens One practices are one sided, their side to increase income, and are seriously in need of a review of internal controls ( collection letter generated after paid in full letter ). I firmly believe that the CFPB should look into the payoff processes at Citizens One for both their mortgage and consumer loans divisions.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-25 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: ERC
State: VA

Complaint narrative:
This company sent a letter collecting a debt for XXXX for an account number that is not mine.

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 2017-01-05 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Big Picture Loans, LLC
State: OK

Complaint narrative:
I sent an email on XX/XX/2016 to Big picture Loan and stated I wanted to close and settle the account and have the ACH Debit and Credit authorization stopped effective XXXX no response for XXXX days. I sent another followup email on XX/XX/2016 and I still have n't heard anything and to contact me by email only. My account with XXXX XXXX Loans is stating that they have been attempting to contact to discuss the loan and that in order to resolve and bring the account current, please contact us immediately at XXXX. I have spoken to the customer representatives to resolve the debt and I have been met with rude and nasty reps and they are telling me a different story. I have made a a total of {$250.00} worth of payments and I still have a large outstanding balance due to the interest and fees that have incurred on the account. No representative can explain to me the details of the interest which seems to be extremely high. I have attached documentation showing the payment and emails that I have sent to them. Please help me resolve this issue.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-13 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
In XXXX 2015 I applied for mortgage refinancing to Citizens Bank. I sent all information and I disclosed everything in writing. During this time I got a better offer from another mortgage company, but I was told by the loan officer XXXX XXXX their policy is to match all offers, to get the business. The process was very slow, and we provided all the required information with no delay. Loan officer assured us that we are all set with the application and we need to pay the appraisal fee in the amount of {$470.00}. The appraisal report came after one week, but with wrong information ( only half of the house was appraised XXXX sq.ft instead of XXXX sq.ft ). Right away we contacted XXXX XXXX, our loan officer, and again we were assured to keep going with the process and correct this after we will obtain the refinancing ( in his opinion to correct the appraisal report will slow down the approval process ) .After couple weeks, the application was denied and my fee of {$470.00} never returned to me. We were trying to contact XXXX XXXX by phone or email and he never responded to us. In this situation we manage to reach up to the manager of that department - XXXX XXXX. He understood our situation and he assured verbally and by email that we are entitled to get our many back ( see attachment ). Couple times we were told that we neglect to check our credit card, because the money are returned already. Also we had a XXXX way call with XXXX, us, and our credit card company representative. After 4 months XXXX XXXX, XXXX, XXXX, XXXX ) of communication with XXXX XXXX we did not get our money back and now, like the loan officer he stopped to respond to our emails or phone calls. 
At this point we feel like we need help from your bureau to get our many back. 
Regards, XXXX XXXX XXXX home

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-07-23 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: IL

Complaint narrative:
I have paid for the same debt for XXXX in XXXX 2014 to XXXX debt collector. Now Ehnanced Recover Company is trying to continue to collect the debt wheich has bee paid in full.

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 2016-04-11 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Big Picture Loans, LLC
State: WA

Complaint narrative:
I took a payday loan of {$500.00} on XXXX/XXXX/XXXX in that area from Castle Payday Loans. Which has gone from Caste to XXXX to Red Rock Loans. I was told that my repay amount would be approximately {$570.00}, and agreed to that. I was not told of the 505.944 % APR, and the total payoff of {$3100.00}. I also could not see the Truth in Lending disclosure until after the loan had been processed and funds delivered to my account. I have no problem paying the agreed to loan of {$570.00}. I have made two payments already of {$250.00} each on XXXX/XXXX/XXXX, and XXXX/XXXX/XXXX. 

Please help. I will be telling my bank to not allow any other payments to be transferred until this is resolved or charged off. 

Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-15 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: ERC
State: CA

Complaint narrative:
On XXXX XXXX, 2015 send letter to Enhanced Recovery Company requesting verification that this account belongs to me. Requested copy of contract with XXXX with my signature. Instead they just send me a letter back saying that they verified the information with their client XXXX.

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 2015-09-10 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Frequent or repeated calls
Company: Alpha Recovery Corp
State: PA

Complaint narrative:
They keep calling me at work, my cell phone, my family, and friend. 
They call many times of day. 
I do n't want to lose my job over this. 
They threatened my son.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-07-28 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: ERC
State: TX

Complaint narrative:
I recently pulled all three of my credit reports sometime in XXXX. I noticed a collection account for Enhanced Recovery Corporation. I sent a debt validation letter on XXXX/XXXX/2015 and as of today I have received nothing to validate the debt. I disputed with all of the credit bureaus but they say its been validated. How is this possible if I ca n't get basic information such as a last billing statement or contracts signed by me for this account. I have had my bank account compromised twice in the last two years and need to know if this is legit or not.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-02-23 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: OH

Complaint narrative:
The alleged debt is erroneous. ALL associated costs were paid when I switched phone service providers. I have requested, from the claimant, records to support the purchased debt. Claimant has failed to provide supporting documentation to support their claim. Instead the company who purchased the alleged {$41.00}. debt, unethically reported the debt as valid, while refusing to support their claim.

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 2015-03-25 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: ERC
State: PA

Complaint narrative:
they were charging me for having the services that I did not which I had continuously called them about. I was using regular phone service and they were charging me for internet data usage when the phone I was using could not even access the internet. They are now in the middle of a class action suit regarding this.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-06-25 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: ERC
State: MD

Complaint narrative:
My ex-girlfriend opened this account while we were together, without my permissions, using my social security number and date of birth. I was home at the time, and she had gone to the XXXX store she worked at. XXXX ( the company alleging I owe this debt ) had a sales rep at XXXX stores at the time, and this is how she signed up for XXXX service in my name, using my information, without my knowledge or permission. 

I noticed the debt when our relationship ended and I moved out. I disputed it, and submitted as evidence the surveillance video of the XXXX store on the day and time this account was opened, showing that I was not present at the time. 

I submitted a written notice of dispute to XXXX in XXXX 2014, and alerted the XXXX credit bureaus. After submitting evidence, it was settled and removed from my credit reports. 

I 've just received a collection letter from Enhanced Recovery Company , LLC, alleging that I still owe this debt. This is unfair debt collection practice as this debt was determined to be the result of my identity being stolen.

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 2017-01-15 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: Big Picture Loans, LLC
State: CA

Complaint narrative:
I made the mistake of taking out a {$1000.00} loan with this company under the impression that I would only incur {$350.00} in finance charges. That my first payment would essentially be my finance charge and that all subsequent payments following would be towards the principle. I thought the government regulated the limits a company can impose finance charges to protect U.S. citizen consumers from foreign financial scams. After my most recent payment is when I was alerted to this. I have made payments totaling {$1400.00} already and have n't even touched the principle according to there information. This is unlawful and illegal for this company while on U.S. soil to operate and defraud U.S. citizens out of money. I will continue to pursue making this practice illegal by contacting my districts congressional office and senate until this matter is resolved. Its unfair that BigPictureLoans is allowed to word and market there product in a way that preys on people desperate for a quick loan. As the great grandson of a XXXX XXXX member, I am more than sympathetic regarding the mistreatment and unethical treatment of our XXXX through the history of the United States and I stood in spirit along with those at 'XXXX '. However, this is where I draw the line on the legal things XXXX can do via XXXX that cant be done elsewhere in the continental United States. If its illegal for foreign countries to prey on our consumers financially, then that should stretch domestically.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-18 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Big Picture Loans, LLC
State: WA

Complaint narrative:
The wording surrounding the terms of the loan were very confusing and did not make sense. I would not have accepted a {$500.00} loan for a total payment in fees of over {$3000.00}.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: GRANITE STATE MANAGEMENT & RESOURCES
State: NM

Complaint narrative:
Please consider a review of the Federal Student Loan program, and the conduct of Federal Loan servicers. 
Item : 1. Overpayments being used to offset future payments. 

As a student loan borrower, if you make an additional payment, or pay over the monthly amount, servicers are applying the overpayment against future month 's payment. 
This is incorrect. 
The payment amount is based on the amount of time that has been agreed to in paying off an loaned amount - any increases in payment or payment speed should shorten the principal amount owed - and thereby the amount of time required to pay. 

What these Student Loan servicers ( Granite State Management & Resources in my experience ) are doing is maintaining the original amount of interest due by not reducing the principal with amounts over the payment amount or payments that occur earlier than the agreed-to payment dates. 

They should not be allowed to receive any more amounts in interest than what is equivalent to the interest rate times the amount of funds x time borrowed. 
They should not be allowed to " tack time on '' to increase the total interest payment amount, or maintain an artificially-higher level of payment distribution towards interest than towards principal. 
The requirement to a separate payment ( by mail, phone, etc. ) in order to get additional payment amounts to apply towards principal is in no way designed to assist the borrower. 

This is equivalent to a pre-payment penalty, and should not be allowed to be applied towards federal student loans just as prepayment penalties are no longer allowed to be applied towards private bank credit cards or any other private loan. 
This is ESPECIALLY predatory, since the loan can not be discharged in bankruptcy and certainly should not be allowed with Federally-guaranteed loans. 
Thank you for your consideration, and your service.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-17 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: ERC
State: KY

Complaint narrative:
I paid the original creditor, XXXX, in FULL, receipt # XXXX in the amount of {$670.00}. Enhanced Recovery Company, located in XXXX, FL has refused to remove this from my credit report. I am in the middle of a mortgage that is about to expire. After repeated attempts to have them remove this, I keep getting the same answer, " will not delete. '' This has to come off my credit report through all XXXX bureaus, XXXX, XXXX and XXXX because they are reporting this inaccurately. They sent me an email yesterday stating they would report it to the credit bureaus as " Paid in Full. '' Unacceptable. XXXX recalled the debt and I paid them directly, NOT ERC. If they fail to remove this IMMEDIATELY and provide documentation that it will be done as it takes the credit bureaus weeks to remove, I will lose my {$170000.00} home. If they will not remove, I will escalate this to Federal court, and sue for pain, suffering and loss of my home over a {$670.00} PAID IN FULL bill through the original creditor. They do not own the account, XXXX DOES. Contract on my house expires in a week, I have already spent weeks working on this, and Enhanced recovery refuses to remove for a debt they do not own!

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-02-22 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Communication tactics — Threatened to take legal action
Company: ERC
State: NJ

Complaint narrative:
I just check my credit report- As I do almost weekly- Apparently I have a XXXX account opened in XX/XX/XXXX under the married name for my ex-husband- Apparently this account went into collection in XX/XX/XXXX I never received a statement from XXXX or any collection- My credit report shows a balance of {$180.00} from XXXX. If either XXXX or ERC in XXXX, Florida- If they had send me a bill prior to my divorce in XX/XX/XXXX I would address this issue and had my ex-husband paid this bill.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed
Consumer complaint received 2016-12-22 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: Williams & Fudge, Inc
State: GA

Complaint narrative:
My loan was originally a federal student loan. I signed a promissory note for the loan and was released the funds to purchase books and other school supplies. The school XXXX XXXX XXXX XXXX XXXX, lost or misplaced the promissory note. I 'm assuming because the school lost the note, the gov't agency did not fund the loan therefore causing the school to be out of money. In an effort to get their funds recanted, the school rolled the federal loan into a private school loan ( XXXX for which i did not sign a promissory note ). The school is refusing to release transcripts or allow me to attend classes with an outstanding debt.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-27 00:00:00
Product: Debt collection — I do not know
Issue: False statements or representation — Impersonated an attorney or official
Company: ERC
State: MS

Complaint narrative:
Repeatedly contacted to collect debt but wo n't give sufficient details of creditor or matter pertaining to

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 2015-12-23 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Taking out the loan or lease — 
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
Wells Fargo Dealer Services, XXXX, XXXX XXXX XXXX XXXX, and XXXX XXXX Insurance Coverage is obviously running some kind of scam on its consumers. My car was totaled in front of my residence while parked by a drunk driver. I had insurance and gap insurance however both insurances did not cover the entire balance of $ XXXX.The insurance failed to indemnify me and they also failed to disclose the nature of the gap insurance at the time of loan signing. It was my understanding that the gap insurance would cover the gap if an accident were to occur. Also, there was an insurance coverage offered by XXXX that was for the car which they are stating is non-refundable. I am not sure why they are withholding this {$700.00} upfront fee when it has not been used. I purchased this vehicle in XXXX 2015 and it was totaled XXXX/XXXX/2015. The {$500.00} balance, Wells Fargo is penalizing me for this and refused to lower my payments and/or refinance the {$500.00}. I am suffering the repercussions of fan accident that was not my fault. My credit is going t o be affected even after I ensured I was insurance to the fullest. I spoke with XXXX at the office of the President at XXXX XXXX-XXXX complain # XXXX and they are still unable to assist me as the consumer. The insurance companies have failed to serve its purpose, they have not indemnified me they have not made me whole.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-01-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am behind on my mortgage by 3 months. Wells Fargo is the servicer and when I go on-line to my account it advertises a repayment option as well as a forebearence option to help the homeowner get back on track. I believe these options are a fraud and Wells has no intention to grant either of these options.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation