vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2018-10-19 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 — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
On XX/XX/2018 my wife and I went to XXXX XXXX XXXX # XXXX in XXXX MA to purchase two car seats during their going out of business sale. One was more expensive than the other. We paid with a Bank of America debit card. This transaction was for {$100.00}. 

When we returned home, my wife noticed that we were overcharged by {$8.00}, and she noticed that the cashier had scanned the more expensive seat twice, probably thinking they were the same. She returned to the store to explain the situation, and the cashier explained that due to their bankrupcy no refunds or exchanges were possible, however the manager said the only way to do this was to " post-void '' the transaction and re-ring it for the right amount ; {$99.00}, which was done. 

A few weeks later when reconciling our statement, we noticed that both charges were still there, and our account was {$100.00} short. By this point the store was closed and there was no way to get help from the retailer, as XXXX XXXX XXXX was gone. So called Bank of America and explained the situation. They put in a dispute for us, and gave us a temporary credit of XXXX. A few weeks later the credit was revoked suddenly ( putting our account negative ) and a letter was sent saying that our dispute was denied. Over the next few weeks we faxed receipt, re-opened the dispute several times ( they kept closing it, claiming they didn't receive our faxes even though we sent them from Bank of America branches with employee assistance ) and provided a scan of the void transaction receipt the manager gave us. The Bank of America lawyers state that because my wife signed the first receipt for XXXX the charge is legal, and the post-void doesn't mean anything. They also told me that technically no transaction could ever be post voided, and XXXX XXXX ' XXXX, knowing this, effectively stole from us. I questioned if, that being the case, Bank of America would stand by us, and they said the lawyers have tied their hands to help, and I had to accept the loss.

At the end of the day we paid for 4 car seats but only received 2. We allowed the second charge in good faith that the first one was post voided, per the receipt we received. If XXXX XXXX ' XXXX had provided us with 4 car seats, why would they have presented that post void? Bank of America has copies of all this documentation, but I can provided them again on demand. 

If the first charge stands, due to some odd legal loophole ( even though I did not received the goods described ) then the second one is fraud because I did not receive any merchandise at all. 

Thanks for anything you can do.

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 2018-10-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Citibank is mandating a lot of additional information from me claiming a " periodic security check ''. They refuse to provide any basis for their request ( except for saying it is mandatory ) and will close the account if I do not provide the information. 

My accounts are owned by a special needs trust I opened to provide funds for my daughter, a minor with XXXX XXXX XXXX, The two parts I have issues with are the following : 1 ) Requirement to provide the total amount of assets owned by the trust. This information is private and the bank refuses to provide any basis for being entitled to it.

2 ) Requirement to provide trust documentation. I provided it to the branch when transferring the account to the trust. Citibank refuses to use that " because it is on file with the branch so you have to now send it to us ''. This is documentation I already provided and expect Citibank to own the communication within their own organization that is needed to access it, rather than demanding that I send copies to multiple departments that refuse to speak to each other.

I spoke to Citibank about it on the phone, got no help, asked to be transferred to the complaints department, the specialist said she would transfer me and hung up.

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 2018-10-19 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — You told them to stop contacting you, but they keep trying
Company: AR Resources, Inc.
State: CA

Complaint narrative:
They call all hours of the day and night with recorded messages, spoofing their caller ID information XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TN

Complaint narrative:
I recently received a letter from my mortgage servicer stating the modification was declined because the investor XXXX XXXX XXXX XXXX XXXX was no longer participating in any of the modification programs. I also spoke with XXXX the Relationship manager XXXX XXXX XXXX he told me the investor didn't participate in the modification programs. Received a re-payment plan for {$2100.00} monthly the mortgage has increased over half of the original mortgage payment. My mother XXXX XXXX is terminally ill and I'm responsible for her care and medical expenses that insurance want cover. 
I feel we are being discriminated against because my mother is XXXX and we are XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-19 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened as result of identity theft or fraud
Company: AMERICAN EXPRESS COMPANY
State: IL

Complaint narrative:
Fraudulent accounts opened American Express opened on XX/XX/XXXX in amount of {$34000.00} American Express opened on XX/XX/XXXX in amount of {$2000.00} XXXX DBA Mr XXXX opened on XX/XX/XXXX has a {$0.00} balance. 

XXXX Bank opened on XX/XX/XXXX has a {$0.00} balance.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: U.S. BANCORP
State: TX

Complaint narrative:
Our mortgage payments are due before the XX/XX/XXXX of the month, after the XX/XX/XXXX late fees will occur. We made our payment on a Friday 4 days before the late fee would incur. We always make our payments on the Fridays of Paydays and our payment is usually processed out of our accounts the following Monday. Monday came and went and the payment had not been processed from our account. We received a confirmation email confirming our payment had been made to the account number with the last 4 of our banking account number. Tuesday came and went and our payment still had not processed out of our bank account. I went to our online portal ( which we pay {$5.00} every online payment for convenience fees ) to see our payment showed on their system and our next payment wasn't due until XX/XX/XXXX. Friday XX/XX/XXXX arrives and we received an email stating we were late on our account. We were informed that the bank account number was incorrect and our payment was reversed on XX/XX/XXXX and we were going to be penalized by a {$35.00} late fee. After reviewing their website I feel that I have been entrapped by their online system. Their payment method does not allow you to save your bank account information for easy payments, you must enter it manually every time you make a payment. So when you go to make your payment you are asked to input your bank routing number, confirm your bank routing number, bank account number, and confirm your bank account number. While inputing your information no error codes are given if you type two different numbers or if you leave a number off. For example if you input Account number : XXXX, Confirm Account number : XXXX or Account number : XXXX, Confirm Account number : XXXX and the Account number doesn't match with the Confirm Account number no error messages are thrown to inform you of the error. When we received our confirmation email the last four of our Bank Account number matched our Bank information, so by not receiving and error message we did not know our bank account information was incorrect. XXXX XXXX XXXX XXXX could not confirm which way/ how our account information was wrong but just kept stating it was our fault that the information was inputted incorrectly. XXXX XXXX XXXX XXXX would not remove the late fee unless we wanted to use our One Time Customer Waiver to have it removed as they felt their website was not at fault. As a costumer who uses multiple online websites to make payments, as anyone else in this day and age most other companies either allow you to save your Bank Account information for easy payments or at least inform you that an error was made while inputing your information. I pay online payment convenience fees to be subjectified to the entrapment of their website.

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 2018-10-19 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: Bread Financial Holdings, Inc.
State: MI

Complaint narrative:
I have a credit card with XXXX XXXX, provided by XXXX XXXX. I've had this card since XX/XX/2017 and received several increases and had those increases then taking away because the bank is stating I should have never received them because they were done manually. when the the bank constantly does this it takes a big hit on my credit score and it's very shameful to try and make a purchase and later find out during check out the funds have been taken away. one minute my limit is XXXX the next XXXX and now XXXX. I have always paid my credit card bill on time never late not once and the bank has even stated I have a excellent payment history with them. This bank is horrible not only with constantly decreasing credit limits but also stating you have other accounts with them that you never opened in your name. A couple months ago I contacted them about an account I noticed on my credit report called woman within and told them I never had an account with his company and the charges were not mine, they still have not removed this item from my credit report. I'm at all wits end ... ... .. I Don't understand how this is considered acceptable. Another thing that really bothers me is, when they decrease the limit I call to bring it to there attention, they then say if you agree to apply for an increase we can do an application to see if we can approve you. The sad thing is, when you choose to agree to that it lowers your credit score. When in fact if they would just leave your limit where it is, you wouldn't be calling in the first place!!!! I Have other credit cards and never have this problem with them going back and fourth on my limits.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2018-10-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
On XX/XX/18 I applied for a new mortgage to refinance my home with Quicken loans. They charged me {$500.00} as an application fee. 

On XX/XX/18 Quicken arranged for an appraiser, XXXX XXXX to appraise my home. 

That appraiser, supplied a report to Quicken that was full of flaws resulting in an appraised value of at least {$300000.00} lower than the fair market value of my home. 

I complained to Quicken and they refuse to refund the money I paid them. They say a third party arranged the appraisal and they paid {$610.00} and there is no money to refund.

Either Quicken or me will be out the {$500.00}. It shouldn't be me. It's not my fault their appraiser didn't measure the square footage correctly or consider recent sales comparables that would have resulted in an appraisal of over {>= $1,000,000} instead of {$870000.00} as supplied by XXXX XXXX. 

Now, as of a half hour ago, Quicken has obviously sold my information to another mortgage broker, XXXX XXXX, XXXX XXXX  XXXX ( XXXX ) XXXX. He called telling me that he got my name as someone that applied for a loan at XXXX and it didn't work out. Asking if he could work with me on a loan. 

I have heard from XXXX XXXX, Lead Resolution Advocate at Quicken Loans several times, stating they're sorry I'm not happy with the appraised value and they won't refund my {$500.00} fee. She can be reached at XXXX QuickenLoans.com

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-19 00:00:00
Product: Debt collection — Credit card debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: PA

Complaint narrative:
Contacted by XXXX XXXX, or XXXX XXXX and XXXX regarding an old credit card account. They left a message saying they would be filing legal action against me for an old charged off credit card debt with HSBC bank. Called them back and spoke to XXXX XXXX, who told me that I opened an account with XXXX XXXX XXXX Rewards Master card in XXXX, charged off in XXXX, and the last activity was in XXXX. The told me I owed XXXX on the credit card, and the total was over 2K with penalties, fees, and interest. He told me it was being reported to the credit bureau and would ruin my credit score. I have never had a card with this lender or bank. He provided some detailed information about my current credit history including current and past address. I was divorced in XXXX, so I thought maybe my ex wife took a card out in my name, which she has denied. They have called multiple times from an unknown number with a call back number of XXXX. To date, I have nothing showing on my credit report, or anything in writing. He attempted to have me pay off the XXXX in full and had the bank 's authorization to do so, he says.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-19 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI

Complaint narrative:
I had an issue with my account at my Credit Union. They erroneously froze my account so payments would not post out of it. This caused payments to Capital One to be reversed twice. I called my Credit Union and resolved this issue and issued them my payment before my due date well over the full balance.

My Credit Union is willing to print a letter on their letter head that states this is not due to any fault of mine but a clerical error on my account made by them. Capital One closed my card and refuses to open it back up despite still receiving payment on time and discussing this matter with them. I believe that this is unfair and proper payment was received. My card is now closed by the bank and this will reflect on my credit report. I would like my account re-opened.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-19 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't get other flexible options for repaying your loan
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
I was advised SallieMae loan company by my school in XX/XX/2016. The company never went into details on repayment options and promised low interest fees. I was told that I was given a " low interest of 9 % '' for my loan. When i made my first payment I was told that i would be only paying a monthly interest fee of about $ XXXX and after almost a year of making the monthly interest fee, I noticed on my account the scheduled fee per month is {$260.00}. For the past year, I have been desperately trying to make $ 300-500 payments to avoid damaging my credit. I have never been given straight forward information about my monthly fee and my balance has not really decreased very much. Their interest rates are insanity. I still am unclear about my loan repayment plan and yet need answers.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-19 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was already discharged in bankruptcy and is no longer owed
Company: Hunt & Henriques
State: CA

Complaint narrative:
cease and desist letter sent on XX/XX/2018. company still took {$65.00} from my account on XX/XX/2018. Debt is no longer owed.

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 2018-10-19 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Problem getting your free annual credit report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OR

Complaint narrative:
On XX/XX/2018 I Submitted to the CFPB Case # XXXX regarding my inability to obtain a free credit report from TransUnion. 

On XX/XX/2018 the Company responded and stated the following : In order to protect your privacy, we will mail an updated copy of your credit report as well as the full results of our reinvestigation, to the current address we have on file for you. You can expect to receive it in approximately 5 to 7 business days. 

It is now XX/XX/2018, nearly 60 days later, and I still have not received my credit report from TransUnion. It was never sent to me. I never received the free credit report as promised.

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 2018-10-19 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: ProCollect, Inc.
State: TX

Complaint narrative:
Procollect contacted me in reference to a settlement. I was advised that I could settle my debt for {$500.00} .I advised that I would be able to call her back ... .When I called back Ms. XXXX placed me on hold when she returned to my call she advised that she would not be able to take my payment. After she promised that she previously could I because I do not know collections tactics then asked my sister to assist me with the call .I advised that I gave my sister permission to speak on my behalf. They refused to allow her to assist me with the call then we were again disconnected. 

I have been verbally abused and consistently disrespected.

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 2018-10-19 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
I have requested for fraud alert removal and it's still showing on my account and this is affecting my ability to open a bank account. I need the fraud alert removed as soon as possible. and please update my phone number to XXXX thank you.

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 2018-10-19 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Experian Information Solutions Inc.
State: KS

Complaint narrative:
In the previous Complaint number : XXXX - I sent to Experian I said the following : " Please reach out to the credit bureaus as well as XXXX XXXX to remove 4 people from receiving offers at my address. These 4 below people DO NOT live at my address and are not associated with me or any of my family members in any way. Please remove from getting unsolicited offers from these people specifically for any bank as well as XXXX XXXX. I received 4 pre-qualified offers in the mail for these 4 below people. We do not want to receive these again, please. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' I did never say in any way that I wanted myself to be removed from pre-screened offers ... I said I do not want to receive pre-screened offers for those 4 people specifically. So now theres a separate issue. I myself, XXXX XXXX want to receive pre-screened offers. But i do not want to continue to receive those 4 people information to our address.

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 2018-10-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
My vehicle was totaled on XX/XX/2013, I had insurance and GAP coverage for the loan, capital one did not provide the documentation in a timely manner to the insurance company and continued to accrue interest on the loan. The insurance was settled after capital one sent the documents over a year later and I am disputing the amount that was still remaining because the bank failed to send the documentation in a timely manner, and they do not want to remove the balance after being paid what was due on the loan at the time of loss.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-10-19 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: DISCOVER BANK
State: GA

Complaint narrative:
Ok. I will make this the last time that I make a complaint about this matter. I called and left a message for you on today ( XX/XX/2018 ) Ms. XXXX. Didn't get a call back. I also received a from XXXX XXXX thoroughly explaining no record of an attempted payment on today, the letter is attached. It has already been confirmed that I gave you my correct account and routing number ( that is attached as well ). With that being said, If the late payments that Discover reported as late is not removed by XX/XX/2018, a lawsuit will be filed.

Company response to consumer: Closed with explanation