vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-06 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
My father had a reverse mortgage with Wells Fargo Bank N.A . My attempts to call went a specialist assigned to my account usually went unreturned. I managed to get a payoff quote by faxing a request along with the required documentation. I received a payoff quote directly from Wells Fargo with specific instructions and a deadline. I followed those instructions and wired the funds on the payoff quote to the account given. I filled out the transmittal form and faxed it immediately after the funds were wired. I had received a similar payoff quote from a law firm stating that it represented Wells Fargo. It had the same amount but added an attorney fee. When I called Wells Fargo customer service to inquire why I got the attorney letter since I still had almost 3 weeks until the deadline, the service representative told me to disregard it and that call was recorded as every conversation is. She told me to follow the instructions on the quote from Wells Fargo. Wells Fargo had the funds two days prior to the deadline but returned them to my account on the afternoon of the deadline. When I called, I was told that they could not help me since it had been turned over to the attorney. I told them I was following instructions their instructions but they were not willing to help. In other words, they had the money per their own instructions by the deadline. I had even called both customer service and the specialist assigned to me to let them know I was wiring funds the next day. I called both and let them know after the funds were wired. Customer service told me notes would be made in the account, my specialist did not return either call. Now, it is after the deadline, they will not accept the payoff. I was informed that I must go through the attorneys and now on top of the extra {$400.00} added to the payoff, I 'm sure there will be even more late fees even though Wells Fargo had the money before the deadline in the amount on their payoff quote.

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 2016-10-28 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Taking out the loan or lease — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I had a car loan financed with Wells Fargo Dealer Services acct number : XXXX under the name of XXXX. Vehicle loan was paid in full since XX/XX/2016, they advised I should receive XXXX within 30 days ... it has almost been 150 days!!! I have called them numerous times, all I get is : we have an Issue with your title, let me transfer you to the department that is handling your case??? Until today,, Friday XX/XX/2016, I have not received my XXXX, a letter, a call, an email, or anything on their behalf ... What 's going on??? Every time I call them, they disconnect my call!!! Please help!!!! Thank you!!

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-08-20 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: WELLS FARGO & COMPANY
State: MS

Complaint narrative:
My ex-husband used our joint credit card without my permission or knowledge during the period of late XXXX XXXX through XXXX. I have repeatedly attempted to get Well 's Fargo Financial Cards to send me a copy of the itemized charges for my upcoming court case with my ex-husband. I have supplied them with my social security number, address, date of birth, security questions. However, my ex-husband reset the credit card with a PIN that I do not know. The credit card has been cancelled and is now in collections. I am attempting to get this resolved and have taken him to court over the credit card. I had a court date scheduled which was re-scheduled and I was instructed to obtain the itemized charges prior to my next court date of XXXX XXXX, XXXX. Well 's Fargo Financial Cards will not send this to me because I do not know the password PIN. Due to him resetting I can not possible provide this. Well 's Fargo is attempting to collect the debt from me because I am the primary cardholder.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-30 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: WELLS FARGO & COMPANY
State: OH

Complaint narrative:
In 2008 I was approved for a {$20000.00} private student loan, even though I was XXXX and had no credit. After taking over 7+ years to obtain my undergraduate degree, this loan accrued over {$20000.00} in interest, on top of the principle. The loan has since been " sold '' to Wells Fargo and they want me to pay {$400.00} a month on this loan. That 's almost 20 % of my monthly income and does even include XXXX other student loans I am paying on. I ca n't consolidate my student loans, because my credit is awful. At this point the only thing they can do is extend the term of the loan, which will only result in more interest. I feel completely taken advantage of and I need help setting up a payment that is reasonable for me. My federal Loans are currently on an income based repayment plan and I only have to pay {$36.00} a month. Please 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 2015-05-18 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I just realized I 've been charged for years for a monthly add on package service which allows for free money orders and cashier 's checks. It would have been more advantageous to pay for the service as needed. On several occasions when I 've called for other issues Wells Fargo has taken the opportunity to offer available services ... .never addressing me not getting the full benefit of the add on an suggesting removal. I find it disappointing Wells Fargo offered NO compensation for years of oversight. They just stated my responsibility.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Settlement process and costs — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
On XXXX XXXX my home was damaged by water due to a leak in the hot water heater. The insurance company came out and did their estimate and paid the claim. Wells Fargo is refusing to endorse the last payment of {$2600.00} for me to finish the work on the house. Stating they need a inspection done on the house. This has Taken over 2 months to do.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-20 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am trustee for my mother 's insurance trust account. I have a Wells Fargo checking account XXXX that I use XXXX a year to pay the premium for the insurance policy set up in this trust.. I have never had a debit card for this account. I keep over {$1500.00} in the account so that fees will not be charged. Once a year I make XXXX large deposit and write XXXX large check. 
I had a balance of {$2000.00} in the account after the check was written in XX/XX/XXXX for that year 's premium. The bank does not mail statements to me nor do I access the account online. On XXXX XXXX, as I was preparing to make a deposit and write a check, I discovered that the balance had dwindled to almost nothing. I immediately contacted bank officials, met with a bank official at my local branch bank and filed Claim # XXXX requesting full restitution of the balance of {$2000.00} that was in the account.. Somehow someone had accessed the card number..XXXX assigned to this account and since XX/XX/XXXX was using the card number to make automatic payments to XXXX XXXX. All of these charges were coming out of my checking account. Of course I expected either Wells Fargo or XXXX XXXX or both to reimburse the money that was stolen from my account. Bottom line, Wells Fargo is responsible as far as I am concerned. Banks are responsible for having adequate security systems so that clients ' money is not stolen while it is in the bank. Banks should not expect clients to be responsible for poor security when the client has done nothing to cause a security breach. That is the bank 's responsibility. 
However, on XX/XX/XXXX, XXXX XXXX XXXX, Senior Vice President of Claims Assistance Center of Wells Fargo, wrote a letter to me refusing to pay the entire amount stolen from the account - he agreed to pay {$1000.00}, which he said was the amount charged in the 60 days prior to my complaint - for XXXX and XXXX. He claims that I should have been monitoring the account constantly and should have reported the discrepancy within 60 days. Because {$2000.00} was stolen, then {$2000.00} should be returned by Wells Fargo. They owe me the other {$1000.00} plus monthly service fees that they have charged due to a less than {$1500.00} balance. XXXX XXXX letter stated that they had removed any service fees, but that had not been done as of XX/XX/XXXX. Of course because of their refusal to replace the stolen money, the account balance is below {$1500.00} although it should be {$2000.00}. Surely they will not charge me service fees because they have refused to bring my account balance up to what it should be..

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-26 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Deposits and withdrawals — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
On XX/XX/XXXX I deposited a check in the amount of {$2400.00} into my Wells Fargo account though the ATM machine. On their website it states that a deposited check clears the next business day. However, that 's not what happen with my check, I was told and it shows on Wells Fargo site that my funds will be posted into my account on XX/XX/2016. 
This is a long time to hold on too someone 's money, especially when that someone has to pay bills before XX/XX/2016. I spoke to different people from Wells Fargo and was told different tells about why my check was placed on hold. But on their site it states that the money is being held because of the overdrawn chargers within the pass six months, which are only XXXX. The last one was only for {$6.00}. I suspect that is just away for them to hold on someone 's money. With the electronic transfers now a days things should be done a lot faster. I think there should be a class action lawsuit against Wells Fargo and any others banks that pull this type of garbage on their customers.

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 2015-04-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
My wife and I have mortage with Wells Fargo and had a life insurance policy on mortgage which when she past away the bank refused to pay insurance policy. they have lied created documents with a computer and forge our names to false documents .im sure were not the only ones that have been screwed by this bank because the stealing and lying starts at the top of the bank and goes to the bottom. this bank needs to be checked by the federal authoritys and have the people jailed and the insurance department of bank closed .We paid on this policy for five years and received nothing but greive from this bank. I have all false papers they have sent me they do not have a single paper signed in ink by me or my wife XXXX, only computer made papers they created. they took our names off the original contract and pasted the names on these false papers.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I have XXXX loans that I have partners. The partners were collecting the rents and making the mortgage payments with the rents. In XXXX of 2015 the partners stopped making the payments unknown to me and the loans are in default. I was never notified by Wells Fargo of the status of the loans. I only found out after pulling my credit report. I was contacted By an XXXX XXXX in XX/XX/XXXX telling me that Wells Fargo needed me to fill out some paperwork to re-fi the loan and get the payments lower that our partners had request this. He never told me that the loan payments were not being paid or ask for them to be paid. In XXXX 2015 I finally received the paperwork and as I began to read it I began to question what this paperwork was about because it talked about the loan in default. I immediately called and spoke with a gentleman whom gave me that status of the loan. I then contacted Wells Fargo office of the president and offered to pay off the loans if they would restore my credit since I was never contacted or notified by them that the payments were not being made. I followed all the necessary steps and I just received notice from the office of the president that they would not be restoring my credit and they they had no obligation to notify me that my loan was not current. I ca n't believe this to be true. they had my information and never sent me one thing. They only sent it to XXXX my partner. I just ca n't believe that the bank has no obligation to notify all parties listed on the loan if there is a payment issue. Is this the case?

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: FIRST NIAGARA FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
I closed on a house on XXXX/XXXX/16. Three months after closing, I received a bill from the homeowners association with an itemized fee referred to as " capitalization '' in the amount of {$600.00}. After speaking with representatives with the HOA management company, they advised me this fee should have been paid/taken care of at closing. Since this is a closing cost that was not handled, or disclosed to me I do not feel I should be responsible for the fee as I felt closing costs were already high compared to other lenders and I would have likely borrowed elsewhere.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-21 00:00:00
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I have a checking and visa account with WellsFargo. 
My payment to the visa account is an auto payment for {$400.00} a month sent out on the due date of the XXXX of each month. Due to the bank being closed on a holiday, rather than the bank pulling out the monies prior to the date, they assed me a {$27.00} late fee. I complaind and it was returned. I contacted them to fix it so no late payment is ever assessed moving forward and they wont. I 've tried to do it on my own in the past and ended up messing up my payment schedule. I 'm banking with them and they will not fix it as I have requested. If they do this times multiple people they are making a bundle on something that could be fixed digitally without ever creating a late fee.

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 2015-04-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Credit decision / Underwriting — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I refinance my house note as I was doing it payment stop. once the refinance was completed the payment was place on the back of the note. Wells Forgo still reported it on my credit report as not paid and will not remove it. now I have XXXX miss payment on my report.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-16 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I 've been working with an attorney for several years to get a a loan modification due to hardship from my husbands loss of employment. Bank of America granted a DOJ modification with principal reduction and impounded taxes in XXXX XXXX. It was finalized a few months later. In XXXX XXXX the loans wa service released to XXXX XXXX XXXX ( XXXX ). Shortly after the release of the loan to XXXX, I received a notice from Bank of America Escrow Dept. and XXXX separately, saying that we had an escrow shortage of {$20000.00}. I thought for sure this had to be an error since Bank of America no longer serviced the loan and we had received the modification with all past due balances and escrow delinquencies into the the back end of the loan. A few months later, I received our annual property tax statement showing the taxes had not been paid. I contacted XXXX to ask why taxes were not paid since the loan modification includes an escrow impound account. They looked into it and then notified me that the taxes would be paid immediately. At that time, I also questioned the escrow shortage that was still showing on my account. I was told to write a dispute and send into the XXXX resolution dept., which I did. The response was that Bank of America, the previous servicer, did not capitalize the total amount of delinquent taxes. So when the prior servicer paid the taxes after the modification was processed, this created a negative escrow balance. I still dont understand how this can be the case. I contacted the county tax assessor which told me the taxes were all paid to date and a refund was coming to me. I responded to XXXX with another dispute still requesting resolution for the escrow shortage with proof from tax assessor that a refund had been issued and all taxes paid. I requested refund be applied to my account. XXXX replied with the same information that Bank of America transferred the loan with an escrow shortage. A few weeks later, I received an audit from XXXX stating that my mortgage payment would increase by about {$750.00} per month for 36 months to account for the erroneous escrow shortage. A few after that, XXXX service released the loan to XXXX as of XXXX XXXX, XXXX. I have tried to contact Bank of America to get any sort of resolution and ca n't speak with anyone. I havent been able to get resolution with XXXX. I am at a loss as to where to proceed. I CAN NOT afford any increase in my mortgage payment. I hope and trust that Consumer Financial Protection Bureau will look into this serious matter and assist in a fair resolution.

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 2016-11-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
We financed our home with Wells Fargo in 2007 for a 30 year fixed rate term. We made payments for nearly 10 years, our starting balance was a {$150.00} our current balance is {$150.00}. Our total payments to date are {$120.00} and only {$4.00} is on principal. How can that be?

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 2016-08-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: WATERSTONE MORTGAGE CORPORATION
State: TX

Complaint narrative:
I was introduced to XXXX XXXX with Waterstone Mortgage at the XXXX TX franchise location by XXXX XXXX, realtor with XXXX with the understanding that he can close on the mortgage loan in XXXX4 weeks. On my initial contact with XXXX XXXX I found our conversation to be somewhat irrelevant since he was trying to know my ethnicity while going over the information, whether I was from XXXX. It was/is my understanding that pre-qualification and the underwriting process for a mortgage loan does not require disclosure based on national origin and thought it was inappropriate for him to inquire about my national origin. After few weeks passed I reevaluated my relationship with XXXX XXXX, the realtor who in my opinion was not being responsive to my requests or follow up on my offers on homes so I told XXXX XXXX that I may not be working with her but I will continue to work with Waterstone Mortgage and since I have already been qualified with them. A week XXXX later I asked him to send me update prequalification letter after he had factored in a new vehicle loan that was not initially factored in. The original loan qualification amount was $ XXXX and updated amount was $ XXXX. XXXX XXXX refused to send me the update prequalification letter and when I questioned why he would not release my prequalification letter, he referred to some banking guidelines regulated by RESPA that I found out do not exist. I spoke with their franchise and corporate customer service in XXXX who confirmed he falsely communicated a requirement that does not exist. He not only refused to release my prequalification letter but also refused me service after I had already been qualified for the loan with them. I reasonably believe he refused me service based on my national origin and after I had stopped working with XXXX XXXX, the realtor. XXXX XXXX NMLS Number is XXXX. I have copies of the correspondence between me and XXXX XXXX. I reached out to corporate customer service for Waterstone Mortgage and spoke with XXXX XXXX who acknowledged the situation but then transferred over to XXXX XXXX who seem to condone XXXX XXXX 's discriminatory behavior and refusal of service after I have qualified with Waterstone Mortgage. Waterstone Mortgage has caused mental anguish by impacting my first home purchase dream by their discriminatory practices that also seem to be condoned by their corporate office.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation