vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-12-06 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: Data Search NY, Inc.
State: IL

Complaint narrative:
COLLECTORS KEEP REPORTING COLLECTING, CALLING ETC.. ESPECIALLY AFTER CEASE AND DESIST ORDERIN PLACE SINCE 2008 SEE LETTER FROM XXXX.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-16 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS

Complaint narrative:
USAA has sent me a check due to overpayment of escrow on my mortgage loan. I deposited the USAA check for XXXX and the check bounced/was an insufficient check and my bank charged me a fee of {$22.00} and now USAA has resent me a check for the {$21.00} but not the bounced check fee of {$22.00}. Please contact me concerning this transaction and refund my USAA account with the XXXX for the bounced check fee. I have attached a copy of the reissued check but USAA has not refunded my bounced check fee of {$22.00}. I notified USAA that I will be responding to the CFPB Consumer Financial Protection Bureau on this action immediately. Thank you. 


XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-01-13 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
My wife checks our account everyday before she goes to work. This morning XX/XX/XXXX my wife got a notice saying that we had a restriction on our bank account. when I called and spoke to an XXXX ( XXXX ) and agent he said XXXX had found that I had received an XXXX XX/XX/XXXX and their clause says that if anyone gets a XXXX while being a member they can have their account closed. I did get a XXXX that resulted in XXXX. I started drinking heavily at one point after I came home from XXXX due to XXXX. I am diagnosed with XXXX form the VA and receiving benefits. This happened before we became members of USAA. We have no debt and have all our money ( {$61000.00} ) in this bank. I have all my direct deposites and drafts here. I need to know what is going to happen with our money and if I need to close my account for something that happened a long time ago. Any debt or overdraft charges due to my money being held will be paid by USAA. I need someone to call us immediately.

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 2015-05-27 00:00:00
Product: Credit card — 
Issue: Balance transfer — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I was offered a promotional APR of 0 % interest on balance transfers and convience checks that expired on XXXX XXXX, 2015. On XXXX XXXX, I called USAA customer service to process XXXX balance transfers and was told my account was locked and I would have to call back in 24hrs to process the transfers. I called back to USAA 's customer service to process XXXX balance transfers on XXXX XXXX and spoke to a represenitive about the offer and was told that that day XXXX XXXX was the last day to take advantage of the offer. I gave her my first account number to a XXXX and XXXX credit account. The represenitive was unable to get the account to be rcognized by the sysytem and suggested that I write a convience check to myself to cover the balance and pay the account myself. The XXXX account was recognized by the sysytem and was processed that day. I was asked if I had any other accounts and after declining, the call ended. On XXXX XXXX, I noticed a finance charge on my account for balance transfers. I called USAA on the next business day and was told that I was charged due to the balance transfer not posting to my account by the end of the promotion period. I was told the check that was written was under the promotion, but not the account that was processed on the XXXX as a balance transfer. I asked why the person I spoke with did not explain this to me and was told that they were unsure as to why. I then asked why the previous customer service rep. did not just advise me to write a check for the amount of XXXX transfers instead of the XXXX and received the same " Unsure '' response. I feel that I was mislead into believe that the balances I transfered over to USAA would be covered under the promotion offered to me, especially since I was speaking to a customer service agent from the company. I then inquired about just paying off the amount that was not under the promotion and was told, I could not do that without paying off the entire balance of the card. I do not understand why I can not specify what balance is paid after I make the minimum payment.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-06-24 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR

Complaint narrative:
USAA through XXXX XXXX did not cover the replacement of shock absorbers on my XX/XX/XXXX XXXX XXXX. I purchased an extended waranty during the process of refinancing my vehicle. I believe USAA is guilty of deceptive advertising andam filing this complaint in an attempt to be made whole from this deception. On XX/XX/XXXX I obtained a loan from USAA for my vehicle. In those documents and during that transaction I reviewed the information on the web site for the extended vehicle protection plan ( " Plan '' ) and financed {$840.00} for that plan. I recently took my vehicle for servicing and it was determined to need new shocks. My understanding ( now ) of the suspension assembly is that in this vehicle the front uses XXXX Struts, while the rear uses shocks. The web site states the following : https : //www.usaa.com/inet/pages/extended_vehicle_protection_program_main_page? 
akredirect=trueWhat 's not covered? Extended Vehicle Protection may not cover repairs under thefollowing conditions : - If the repair is still covered by the manufacturer warranty or covered by a recall or special policy by the manufacturer. 
- For normal wear items such as brake pads, wiper blades, light bulbs and tires. 
- On vehicles with modifications not recommended by the manufacturer, i.e. useof oversized tires, header pipes or removal of any emission control system components. For moreinformation on what is not covered refer to the service agreement which XXXX XXXX mails to you when enrollment is complete. 

In addition under the section on details of what 's covered it states : https : //www.usaa.com/inet/pages/extended_vehicle_protection_program_details Upper and lower control arms and their shafts and bushings, ball joints, steering knuckles and spindles, stabilizer and strut or track bars and their bushings and links, coil springs, torsion bars and their mounts, leaf springs and their shackles and bushings, hub bearings and wheel bearings and XXXX struts . 

I believe if USAA does n't cover these shocks their advertising is deceptive because of the following : It is clearly stated what is not covered and " Shocks '' are not a consumable product and do n't fall into the categories above. 
- I only saw the web site and the loan documents before I signed the agreement for the loan and did not see this exclusion in the contract ( and still have n't actually as this contract is not in my USAA documents ). I never signed any contract. 
- Shocks are considered part of the suspension assembly and it states that thesuspension assembly is covered. After spending several hours talking to USAA and XXXX XXXX, I still have no resolution. The cost for these shocks is approximately {$430.00}.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-26 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I deposited XXXX $XXXX checks into my USAA XXXX account Friday XX/XX/XXXX. I deposited an additional XXXX XXXX checks into my USAA savings account on Saturday XX/XX/XXXX. My account was locked after depositing the checks into my account Saturday XX/XX/XXXX. I was told by a representative that my account wold be on hold for 2-3 days. When I called back in on XX/XX/XXXX I was told my account was under review and that my account would be inaccessible until Friday XX/XX/XXXX. The explanation was that they were waiting to see if the checks bounced. On Friday XX/XX/XXXX I called the bank back and was told my account wold be frozen/in a credit only status until the checks returned. The checks will not be returned because I still have XXXX in the account that the checks were drawn from. I can see that USAA presented and received all monies from the checks on XX/XX/XXXX I offered to call the other bank and give them permission to discuss my account as well as the funds available in the account. USAA refused. They are going to hold over $10,000 indefinitely and I have no recourse. This is criminal, illegal, and downright sickening that they would treat a customer with no incidence of bounced or returned checks like this.

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 2016-10-27 00:00:00
Product: Money transfers — International money transfer
Issue: Other transaction issues — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION

Complaint narrative:
I live in XXXX ( XXXX ) and use the USAA Bank in XXXX, since I reached XXXX, to collect my SS payments, then once a year I transfer the amount to my XXXX bank ( XXXX Bank XXXX ). Never a problem until last week when I wanted to make another transfer. The international wire dept, said that they has new verification questions to ask before being to wire money. I said " fire away '' but they told me that their 'question qenerator ' would not give them question to ask to verify me - and therefore no transfer. I spoke with their banking dept. and then their technical department ( both gave me XXXX verification ). Both ( at different times ), transferred me back to the international wire department - but I get the same reaction : " we have some different questions to ask, so we still can not wire the funds to you ''. They refused to let me speak to a XXXX and no one has phoned me. I have no idea what the problem is and neither do the XXXX department ( referred to above ). I changed all of my login, pin code, and XXXX security questions thinking that this might be a good idea. But I still get the same reaction ( now XXXX working days ). My credit rating is gold plated ( in XXXX but, I suppose, in the XXXX as well ). USAA will not or can not say what needs to be done to break the log jam, and I am writing to you in the hope that you can determine what the issue is here and when it will be cleared up. ( I filled in your XXXX XXXX to show what ought to have occurred - but did n't ).

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-13 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: Diversified Consultants, Inc.
State: TX

Complaint narrative:
Today, XXXX XXXX, 2015, I received a copy of my XXXX XXXX XXXX. Listed, is DIVERSIFIED CONSULTANTS on behalf of XXXX.I HAVE NEVER RECEIVED NOTICE OF RIGHT TO DISPUTE BY DIVERSIFIED CONSULTANTS. I am DISPUTING, via this writing DIVERSIFIED CONSULTANTS improper and inaccurate reporting to my consumer file. I am ALSO DISPUTING, THE {$99.00} reported. I paid XXXX every month on time for year 's. I want this removed " immediately '' from my consumer credit file. It is illegal reporting by both parties. My personal information is being provided for the CFPB use " only '' ( solely, for this complaint ). It is NOT to be used by XXXX or Diversified Consultants.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-04 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
USAA Federal Savings Bank was arbitrary and capricious in the issuance of a XXXX, Cancellation of Debt. They also do not follow IRS rules for issuing the XXXX USAA XXXX refuses to provide their policy in writing for issuing XXXX. 

I owed XXXX debts of equivalent age and both over {$600.00} dollars. XXXX accounts were charged off by USAA three days apart ; however, only XXXX account was issued a XXXX. In the XXXX, USAA indicates in Box XXXX they " discharged '' the debt and in Box XXXX they do not hold me " liable for repayment '' yet they continue to seek reimbursement. 

USAA also failed to comply with IRS " Specific Instructions for Form XXXX '' and provide the telephone number to the correct department on my XXXX as " CAUTIONED '' in the IRS instructions ( they did n't provide any telephone number ). This blatant hurdle to customers is only further exacerbated by their refusal to provide me their written policy or established business practice ( for ceasing collection efforts and issuing the XXXX ) as required by the IRS. Couple this with the numerous different explanations of why I received a XXXX and why I still must pay, you realize their customer service representatives ( CSRs ) are not reading from the same script ; in fact ; some CSRs indicated I did n't owe anything. 

What 's ironic is that when I first approached USAA about the XXXX, they asked that I fax them a copy of it! 

USAA 's lack of transparency, and their inconsistencies and unfairness in applying policies they will not put in writing is POOR customer service. 

I have paid in full the account that was not issued a XXXX. However, I refuse to pay a debt that was " cancelled '', then " discharged '', and that I am " not liable to repay '' as indicated on the XXXX. Besides, the XXXX has to be treated as income on my taxes and a loss on USAA 's.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-27 00:00:00
Product: Credit card — 
Issue: Transaction issue — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AE

Complaint narrative:
I have a secured credit card with USAA and when making payment for use available balance USAA allows for indefinite hold on payments as listed in their universal terms and conditions. If do n't agree with universal terms and conditions funds will not be released to hold on funds with secure card. 

Listed is their policy : When we credit Payments. Payments received by us before XXXX Central Time that meet the payment conditions in section XXXX and on your bill will be credited as of the day of receipt. Payments that we accept that do not meet these requirements will be credited within 5 days unless they require special handling. We reserve the right to withhold credit availability on any payment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-30 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: LD Holdings Group, LLC
State: CA

Complaint narrative:
Loan Depot contacting me on re-financing XXXX of my properties. XXXX property in XXXX and the other property in XXXX. With the information they provided that my property in XXXX qualify to re-fiance thru the HARP program I proceeded to start the process. I was told that no appraisal will be required for my property in XXXX. Well on XXXX XXXX, 2016 I received a call from Loan Depot changing everything on my XXXX property. I was told that the property was not going thru the HARP program and that an appraisal was require.Loan Depot lied to me by giving me false information. I 'm requesting that Loan Depot refund my appraisal charge on my California property and credit the amount of {$420.00} into my credit card. I stop the process not because I want it I stop it because Loan Depot lied to me. 
Thank you.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: PHH Mortgage Services Corporation
State: TX

Complaint narrative:
I contacted my mortgage company in XXXX to seek assistance in avoiding going into default on my mortgage payments, or worst case losing my home. I purchased my home in XXXX and lived there until I XXXX. I was able to rent my home the entire time I was away and once I returned the renters decided to XXXX to a different state. From XXXX of XXXX until XXXX of XXXX I was not able to rent/sale the home. I had applied for a Hardship loan modification and was denied, then I tried to short sale and was denied, and finally after applying for a Deed -in- Lieu, I was again denied. The home was finally rented in XXXX of XXXX, but the mortgage company moved to foreclose on my home. I had to hire a third party home assistance company to assist in saving my home from foreclosure. The night prior to my home being sold ( with renters living inside ), the third party I had hired stopped the mortgage company from foreclosing on my home, due to my XXXX XXXX status. I was then notified by the third party company I had hired that a loan modification had been approved and that my new loan payments would begin XXXX XXXX XXXX. I had not received any documentation or correspondence confirming this approval, so I contacted the mortgage company to confirm the approval and to confirm payment. I was not able to reach my case manager for this company and I was told by another loan officer that the loan modification had in fact been denied, due to no response on my part. I contacted the third party company with this news as well as my attorney and it was discovered that the mortgage company had NOT sent out the proper documentation for the loan modification and no contact had been attempted to reach me or the third party company that I had hired. The mortgage company, after being confronted with all of this recognized the failure on their part but still has not taken my home out of default or sent confirmation of the loan modification approval. I have contacted my VA loan representative in this case and to date, the mortgage company has not sent in any updates or record of my XXXX payment which was received XXXX XXXX XXXX. I still do not know that confirmed status of my case.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-24 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: Diversified Consultants, Inc.
State: FL

Complaint narrative:
I opened an account XXXX years ago. When I opened the account I was offered a discount of 20 % off every bill because I am a XXXX Veteran. I did n't ask for it and never knew about it until it was offered by the manager. I showed my Veterans ID and oppened the account. I never once received the discount. I called monthly and was always promised retroactive credit which I never received.I finally decided to change carriers. I think the final bill was about XXXX. I received a bill for XXXX. I have tried to contact XXXX for copies of past bills but they have been totally uncooperative. I am not refusing to pay, I am disputing the amount owed. They have given it to collections before and I have been successful in having it removed from my credit report. It has again been reported to the credit bureau XXXXI would like to have it removed until sprint at least makes an effort to correct their mistake.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Seterus, Inc.
State: NJ

Complaint narrative:
Seterus took over my loan from XXXX XXXX XXXX in XX/XX/XXXX ... Since then my wife and i declared Bankcrucy XX/XX/XXXX it was final.. I was 2 or 3 months behind on the mortgage do to lack of work ... XXXX XXXX XXXX gave the mortgage to this Bad company!! I have been trying to refinance my mortgage since XX/XX/XXXX but to no luck! Steers just keeps telling me to send the same old paperwork in and ask me if i want to get ride of the house.. Since it worth more then i owe!!! CAN SOME ONE HELP ME!!!! This is a joke and a run around!!!!! I have been paying the mortgage and giving extra money .. I am on a forbearance Never heard of this before!!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Supreme Lending
State: GA

Complaint narrative:
I closed on a loan for a condo, XXXX/XXXX/15. A condition of closing was that flood insurance be in place. The loan was underwritten with inadequate coverage and it was 6 months, before I was notified. The letter provided, at that time, was not clear about the reason forced placed flood coverage would be implemented. When I finally got to the bottom of the issue no one could tell me why the loan was processed if all conditions had not been met. Furthermore, I have requested a written notice of exactly how much flood insurance is needed, but have received no response. The lender has not been able to explain why it took 6 months for their error to be discovered. After getting the run around from a customer service representative and hung up on, by her supervisor, I spoke with someone who stated an investigation would be started with both the Underwriting and Service depts. I was advised I would receive a follow up call from the head of the Service dept. This was over 3 weeks ago. To date, I have not received any communication from XXXX XXXX, XXXX Supreme Lending and their error has caused a {$1200.00}, annual, increase in my escrow payment.

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