vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-04-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I have a mortgage with Suntrust. I lost my job, and I can not reach Suntrust to request mortgage forbearance under the CARES Act. I believe that Suntrust may be avoiding and evading its obligations under the CARES Act to grant mortgage forbearance to borrowers by deliberately making it impossible to contact the bank. 

Suntrust has : 1 ) hidden all guidance about mortgage forbearance on its website so that it is impossible to navigate to within its website ( I had to find it through an external search engine ) ; 2 ) failed to post on its website ANY accurate information about borrower rights under the CARES Act ; 3 ) required mortgage customers to speak to a phone representative to request forbearance, and 4 )  understaffed or non-staffed its mortgage customer service phone line so that it is impossible to speak to a representative to request forbearance. 

Yesterday, XX/XX/2020, I waited on hold on Suntrusts customer service line for two hours and 28 minutes, at which time the line simply went dead. No one answered, and I did not hang up Suntrusts system just ended the call. After two hours and 28 minutes on hold. 

Feeling desperate, I tried the line again tonight, XX/XX/2020, when Suntrust *says* it staffs the line until XXXX XXXX. It is now XXXX XXXX and I have been waiting tonight for one hour and 15 minutes, with no end in sight. 

So here is my question : who is checking to make sure that Suntrust is making reasonable efforts, or indeed any efforts, to enable borrowers to request forbearance on their mortgages? What if they just dont answer the phone, ever? What if that works out better for their business and they just dont care? I have to wonder.

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 2020-04-03 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Bread Financial Holdings, Inc.
State: MD

Complaint narrative:
Via Secure Messaging, contacted Comenity on XX/XX/2020. No response received to date. 

How do I go about disputing 3 transactions? 

The first is from my XXXX statement. It was an online retail merchandise purchase. It was billed the day after my order. To date, I have yet to receive the product. I have been told it is due to high demand. But I can not get a straight answer from the Retailer. I have emailed the Merchant several times in the past 60 days. 

XX/XX/2020 XXXX XXXX XXXX XXXX  Charge {$100.00} The second and third transactions are from my XXXX statement. I cancelled the subscription to a XXXX Weight Loss program. Yet, I was billed for another order on XX/XX/2020. And, to date, I have not received the below product since I cancelled. 

XX/XX/2020 XXXX XXXX NY Charge {$89.00} XX/XX/2020 XXXX  XXXX NY Charge {$87.00}

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2020-04-03 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Thrivepoint Financial Holdings, Inc.
State: NV

Complaint narrative:
I called Renovate America today to check that they had received my payoff check. In the process I found out that are trying to charge me ~ {$650.00} in late fees/interest. I missed 0 payments and was on time with all my payments for the life of my loan. The initial rep I spoke to was incredibly argumentative and not helpful in explaining what was going on. The supervisor suggested I send an email explaining the situation. I sent the following email. 

I was supposed to close selling my house on XX/XX/XXXX but due to the current global situation we were unable to close until XX/XX/XXXX. I closed on my new house on XX/XX/XXXX in the afternoon, escrow cut checks on XX/XX/XXXX, and I did not receive the payoff checks from escrow until Tuesday XX/XX/XXXX. That same day I sent checks second day air for a personal expense of ~ {$30.00}. I missed 0 payments and was on time with all my payments for the life of my loan. I would very much appreciate if we are able to waive the charges and close my account. 

Their response was your contract says this ( buried on page 2 paragraph 4 ). Which is why you were charged the amount. This type of charge was not described to me at point of sale or when I called them about a payoff quote 3 weeks before. It feels like a total scam.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: FL

Complaint narrative:
I noticed fraudulent activities on my credit report that I did not consent nor authorize! I am highly upset to know that I I've been scammed!

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I noticed fraudulent activities on my credit report that I did not consent nor authorize! I am highly upset to know that I I've been scammed!

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 2020-04-03 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Portfolio Recovery Associates, LLC
State: DE

Complaint narrative:
I do not or have never had a contract with this company therefore I do not owe them anything!

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: MRS BPO, LLC
State: OH

Complaint narrative:
Around XX/XX/2019, we started getting numerous phone calls from MRS . I didn't recognize the caller, and the phone they were calling is mostly just a landline for the computer. At one point my wife had had enough and answered. She was told they were trying to collect a debt owed by someone with my name. She apparently talked to the " nice man '' for awhile and wrote down a number for me to call him back. Other than being mad that she even talked to this person, I know that I am not behind on any bill and that I have received nothing in the mail saying I owe anyone anything. I figured it was a scammer. I did not call the " nice man ''. They continued to call. I finally answered. I asked what it was about. They said debt collection. I told them that I am not even one month behind on ANY bill, have not been, and they obviously have the wrong person ( There are 2 or 3 people with pretty much the same name as mine in my town ). I told them it is not my debt and stop calling me. Never heard from them again. Now I see that my credit score has inexplicably dropped 100 points, so I check with XXXX. They list a collection put on my record at about the same time as I told MRS to stop calling. MRS is the collector, $ 1200+ for XXXX XXXX XXXX ( I haven't had an XXXX XXXX XXXX  account for as long as I can remember ). There was also an address for me in Indiana. Have never lived outside of Ohio. There was a variation of my SS #, they only show the last 4 digits, it was off by 2. XXXX  wouldn't let me dispute the address because " more than one creditor listed it for you '' The 2 " creditors are MRS BPO and MRS Associates, ONE creditor gaming the system to make it impossible for a person to correct their credit report until they pay extortion money, apparently. Since I'm not in need of additional credit any time soon, I'm not over their barrel. This was put on my credit report fraudulently, without any proper notification of any debt owed. How is it possible for these scam artists to place totally bogus information into someone's credit report? Shouldn't there be some type of alert sent when a new address, SS # or a collection account is put on an otherwise squeaky-clean report?

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2020-04-03 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: MD

Complaint narrative:
Contacted Comenity Bank via secure messaging on XX/XX/XXXX ; no response received to date. 

PAYING INTEREST. Your due date is at least 25 days after the close of each billing cycle. We will not charge you interest on purchases if you pay your entire balance by the due date each month. We will begin charging interest on balance transfers and cash advances on the transaction date. We will begin to charge interest on new purchases made under a Low APR, Equal Payment or Budget Payment Credit Plan from the date of purchase. 

With respect to 2nd sentence above, Comenity is doing the exact opposite. Interest on Purchases and Interest on C/A detailed below. 

XX/XX/XXXX statement - Payment due by XX/XX/XXXX - Payment made XX/XX/XXXX XX/XX/XXXX statement - Payment due by XX/XX/XXXX - Payment made XX/XX/XXXX - ( {$35.00} + {$7.00} ) XX/XX/XXXX statement - Payment due by XX/XX/XXXX - Payment made XX/XX/XXXX - ( {$49.00} + {$15.00} ) XX/XX/XXXX statement - Payment due by XX/XX/XXXX - Payment made by XX/XX/XXXX - XXXX {$46.00} + {$10.00} ) XX/XX/XXXX statement - Payment due by XX/XX/XXXX - In process - ( {$38.00} + {$15.00} ) Please credit {$210.00} or explain.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Harpeth Financial Services, LLC
State: SC

Complaint narrative:
My loan has set direct debit days from my checking account. The days were set up for the XXXX and the XXXX of the month with a 360 % interest rate. I recently missed payments in the month of XXXX. My account was debited multiple times but there were insufficient funds available in XXXX. The payment was unsuccessful. My account to my knowledge had been taken off auto pay because the last payment was made online by me. My complaint is this company withdrew money from my checking account without my approval for the withdrawal date change. The withdrawal was on XX/XX/2020 for the amount of XXXX and again on XX/XX/2020 for XXXX and without warning. This came at the time when the world is facing a pandemic and my state is on a mandatory stay at home order. I am currently not working and have only my VA XXXX monthly payments deposited into my account. My complaint is the withdrawal of money from my checking account without my approval for two consecutive days. The days the money was taken out was not approved by me. I called the call center to inquire as to why my account was debited without my approval and I was instructed by an agent that the company has the right to debit my account at will if the money is not available on the agreed-upon dates. I asked for this in writing, I asked for the policy, and I asked for my contract with them mailed to me along with an itemized receipt. I was told that I could have neither. I was emailed a basic receipt of the information I already have. I thought the law was consumers are allowed a receipt with all payments. I do not know the balance prior to my payments or the interest that the account accrued over time. The agent did not know anything about my account amount and she was unable to answer any questions I had. She only answered what I already knew. She did not know any of the answers to the laws pertaining to loans in my state or the reporting agency for the agency she works for. I paid off the account as of XX/XX/2020 with my savings I had set aside for this mandatory quarantine. I was in fear that this company was going to debit my account without my permission again. I asked for my account to be closed and for information stating this as well. As of this time I have received neither. I have attached a few of my receipts sent to me by the agent, it only shows my principal balance after my payment. As you can see my last to payments the majority was made to the interest. I have no idea what that amount was.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with fees charged
Company: VW Credit
State: NY

Complaint narrative:
I had a tough time paying my lease payment lease due to transitioning into a new job role. I tried reaching out to the leasing company to rectify the situation, but to no avail. Most late payments were 30 days.5 times in XXXX, 5 in XXXX and once in XXXX ( 11 total out of 36 months )

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY

Complaint narrative:
I am submitting this dispute about my XXXX  MasterCard credit card. My score just dropped 101 points on my credit report as XXXX  credit card did not do as we agreed. Due to being laid off from work due to corona virus my job has laid me off. I worked out a agreement with XXXX MasterCard that I will make payments as much as I can till I can bring the account current. I was told it would not be reported to the credit reporting agencies due to the natural disaster. Today I checked my credit score with my XXXX  card and my score went down by 101 points. I am very upset as I confirmed a few times with XXXX MasterCard when I spoke to them that my credit would not be affected and reported as delinquent but it was.

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 2020-04-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: NY

Complaint narrative:
I am submitting this dispute about my XXXX  MasterCard credit card. My score just dropped 101 points on my credit report as XXXX  credit card did not do as we agreed. Due to being laid off from work due to corona virus my job has laid me off. I worked out a agreement with XXXX MasterCard that I will make payments as much as I can till I can bring the account current. I was told it would not be reported to the credit reporting agencies due to the natural disaster. Today I checked my credit score with my XXXX  card and my score went down by 101 points. I am very upset as I confirmed a few times with XXXX MasterCard when I spoke to them that my credit would not be affected and reported as delinquent but it was.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
I am submitting this dispute about my XXXX MasterCard credit card. My score just dropped 101 points on my credit report as XXXX  credit card did not do as we agreed. Due to being laid off from work due to corona virus my job has laid me off. I worked out a agreement with XXXX MasterCard that I will make payments as much as I can till I can bring the account current. I was told it would not be reported to the credit reporting agencies due to the natural disaster. Today I checked my credit score with my XXXX card and my score went down by 101 points. I am very upset as I confirmed a few times with XXXX MasterCard when I spoke to them that my credit would not be affected and reported as delinquent but it was.

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 2020-04-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: FL

Complaint narrative:
good afternoon, I write why, I have put a complain of the mortgage company the name is PHH Mortgage services phone number is XXXX, here I send you the previous complain, I do not agree with the solution that sent the company, where he says he wants to help, as I said earlier they want to give me three months without paying, but then I have to pay the three months and new months together, which is this????, you as a government office should protect us not to let these companies abuse their clients, that opportunists are in these situations where they also profit from the government by asking for money to survive the situation but, so they also take away the homes of families who have worked all their lives so that they can have a house the American dream, please do not Let us get fooled from these companies help us I ask you to do an investigation into cases like mine that I am very sure there will be more cases like mine, help do not cover your eyes so that the companies say.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: LD Holdings Group, LLC
State: CA

Complaint narrative:
My interest rate has been 4.75 % since signing closing documents and I requested for a lower VA 30 year fixed APR. I contacted LoanDepot and asked for a lower APR because rates have lowered however LoanDepot will not lower my interest rate of 4.75 %. 

My mortgage payment has been {$1100.00} however without notification, LoanDepot raised my mortgage payment to {$1400.00} - raising my DTI ratio and credit utilization. When I contacted LoanDepot they told me that they paid County Taxes and when I asked what dollar amount was paid to the County and when - no response from LoanDepot. I contacted the Chief Deputy of the Office of XXXX XXXX XXXX, Tax Assessor-Collector and was told that no payment was received from LoanDepot and LoanDepot has not provided me with any documentation showing what they paid to the tax collector. I am exempt from taxes, so not sure what LoanDepot paid however I would like my account refunded and returned to the original contract terms and conditions. 

Loan Depot also added {$120.00} in Hazard Insurance to my mortgage payments which was not a part of the terms of the contract. I told LoanDepot that the Hazard Insurance is my insurance policy with XXXX - something I pay out of pocket and I asked for my mortgage payment to be returned to it's original amount. 

I contacted the main office in NJ and I am getting the run around and having a lot of trouble with loan servicing, payment processing and my escrow account.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2020-04-03 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Nelnet, Inc.
State: AZ

Complaint narrative:
Current lender bought private student loans that were included in my bankruptcy which was discharged and closed XX/XX/16. My current loan balance ( Nelnet ) still includes the loans that were discharged ( XXXX  ) including interest and fees. So my current student loan balance is incorrect because it reflect loans that were private discharged through bankruptcy. Not all loans were discharged just a few but the ones that were never removed from total balance when sold to Nelnet.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: ENCORE CAPITAL GROUP INC.
State: MA

Complaint narrative:
I XXXX XXXX have made a few mistakes over the past several years, whereas I could not maintain continuous employment and thus went into default on several debts. Therefore, I desire to make amends to several creditors if indeed a debt is still legally owed. I desire to settle all accounts that are within legal limits to be collected against a citizen of the Commonwealth of Massachusetts. If any of these past obligations are no longer enforceable, then I respectfully request a release of obligations. I report this request through the Consumer Financial Protection Bureau as I believe my rights to privacy will be protected through this agency as it has oversight of the Fair Credit Reporting Act. 
Thank you. 
XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: NV

Complaint narrative:
I have paid off my account which is now a XXXX balance. The last reporting on my credit report is showing that I owe more than {$1900.00} XXXX  and XXXX XXXX  Account ( XXXX XXXX ; Main account holder and fiance ) ; Account # XXXX. Please rectify this issue to show a XXXX  XXXX  and that I am in good standing with a XXXX  balance. XXXX stated that there was an error per phone call ( which is FCC regulated and confirmed via recording ), according to the Fair Credit Reporting Act. Please fix this issue immediately as I am buying a new home and this has negatively impacted my score to do so due to the debt to income ratios.

Company response to consumer: Closed with explanation