vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-08-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
Late last year I contacted your services regarding the delay & process of our mortgage account with Ocwen. Finally we received notice that our family quailifed for HARP program & the papers were being processed. In the mean time we were intructed that there needed to be XXXX " downpayments '' made in the amount of {$1000.00} & were to be paid before the XXXX XXXX, 2015 due date. We were informed that the new monthly mortgage amount were not available until all the " numbers '' were adjusted in the system. We indeed made the XXXX payments in full using our yearly income tax return. Now I am getting statments that our mortgage is behind & our payment are double what they were when we applied for the program. Our original loan owed was around {$71000.00} & {$540.00} monthly. Now our balance is aroung {$96000.00} with monthly payments {$1000.00}. I am in tears over this issue maybe someone on your end can assist us because we are confused believing this would help save our home NOT give it to Ocwen. Our Ocwen XXXX # XXXX. Thanks for your help again, -The XXXX XXXX ...

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-16 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
I want to complain about the Paypal credit. This company will lure you to get their credit card services by offering you some discount when making the first purchase. After you made the purchase, they will not send you a bill ; paper or electronic ( email notice etc. ). You make a purchase and after that you forgot about it. They keep adding fine to your account and interest every month. After 3 months they transfer your late payment to their collection department. Then you receive a notice or a bill for the double the amount of what you actually purchased. It happened twice to me, which causes unnecessary stress for you. Then you have to call their number, explain everything, and argue with their customer service. They claim they may have sent the email, but it probably went to my email junk folder. So how I got their final email which they actually sent to me. They wave the fine but still end up charging 3 months interest. This seems to be the practice they use to collect extra money from their customers. Also the late payment gets reported on your credit and you get a low credit scoring. This is unfair and unethical for them to use such practices. Now Paypal is a big company, so it is not expected from them. Hope they change these wrong practices of collecting extra money from their customers, and your department can help in it.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-05 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Big Picture Loans, LLC
State: MI

Complaint narrative:
I took out a loan with Big picture loans of {$800.00} and they told me that I just had to pay {$200.00} extra so {$1000.00} total. Well I have paid XXXX payments of {$200.00} now they 're saying I still owe {$1000.00} that the loan is not even paid that I 've only paid the interest. I did not agree to it being so much if I knew it would be been so much I would 've not gotten the loan so I could pay my house rent I would 've gone elsewhere but I feel scammed because I was only told I had to pay {$1000.00}

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-18 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ERC
State: CA

Complaint narrative:
ERC has been on all XXXX of my credit reports for an alleged debt they bought from XXXX XXXX in the amount of {$130.00}. This has been listed since XX/XX/XXXX. 

I sent an email to get more information and get this validated by ERC on XX/XX/XXXX. I never got a response. 

I got an alert today that a new collection item was added to my credit report. It is the same debt from ERC in the same amount being reported as new as of XX/XX/XXXX. 

This is a violation of my rights.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-03-10 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: HI

Complaint narrative:
We did a refinance of an existing mortgage and a new purchase of a second home in XX/XX/XXXX. I called customer service to verify if all the pre-paid interest and pre paid property taxes listed on their Wells Fargo closing statements are included on their form XXXX, year tax statements. I got differing answers on who I spoke with. I asked for a letter to document what their stand was. The letter received did not address my questions and was ambiguous. Request WF clarify if their closing statement pre paid interest and pre paid property taxes on reflected on the values of the XXXX forms for my XXXX mortgages.

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 2016-03-19 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Big Picture Loans, LLC
State: NC

Complaint narrative:
I have received a loan for XXXX associate with red rock tribal leading for {$600.00}. I told them over the phone I agree the pay {$750.00} total with the interest included. I already pay two payment one for ( XXXX ) and other for ( XXXX ). which is a total for ( XXXX ) so far. The payment comes out of my account BI-weekly. I was misleading information fees and total repayment amounts. I found out that I have to pay 5 payment for ( XXXX ) for the interest charge on the loan before I start to pay on the principle on my loan. I would be paying XXXX total on a {$600.00} loan which I never agree to. The customer service was difficult to receive help from them. I feel like this is a SCAM and they can not answer my questions and they are very difficult to talk to over that phone. they never stating or implying that the finance fee was a one-time charge instead of an ongoing interest charge.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-01 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Big Picture Loans, LLC
State: FL

Complaint narrative:
I applied for a loan for {$400.00} to help pay my mortgage since my husband passed away I got behind on my payments. When I applied because I was desperate I did not understand the terms and conditions, for a {$400.00} loan I am being charged {$1900.00} and if they take it out of my account I can stand to lose my home. I am on Social Security and {$200.00} a month is more than I can afford. Please help

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: CITIZENS FINANCIAL GROUP, INC.
State: NH

Complaint narrative:
My lender will not work with me in any way to make income contingent payments. My monthly loan payment costs more my wages for had of the month. This is causing undue burden on my family and making a living impossible.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-05 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: ERC
State: MI

Complaint narrative:
I was originally contacted by a XXXX debt collection agency in the fall of XX/XX/XXXX for payment of phones, services, etc for approximately {$1400.00}. I opened Case number : XXXX and thought the issue was resolved until a received another notice from a different collection agency used by XXXX today, XX/XX/XXXX ( a year and a half later ). I have never done business with XXXX and need your help to make them stop hiring companies to harass and threaten me with bad credit, etc. It is unfortunate that they sold devices to persons unknown but my suggestion is that they vastly improve their vetting/authentication process before giving phones to strangers. 

Thank you, XXXXP.S. I do n't really view this as " identity theft ''. I view this as XXXX making a foolish sales decision.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-09-04 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH

Complaint narrative:
On XXXX/XXXX/2015 I received an overdraft fee in the amount of {$35.00}. I was told by the manager at the XXXX branch that it was caused by the XXXX XXXX preauthorized debit. As you can see on Document # 1, XXXX XXXX was posted to my account on XXXX/XXXX/15. Then on XXXX/XXXX/15 I was able to withdraw {$130.00} out of my account because I had sufficient funds available. As you can see, on XXXX/XXXX/15 I had a balance in the amount of {$5.00} which would have covered the XXXX XXXX transaction. Once again, this a plot to take money from the consumer. I asked the manager what time did the preauthorized debit post, she did n't have an answer but she told me what time ALL the other transactions posted. The bank is refusing to give timestamps for preauthorized debits just so they can get the overdraft fees. As I explained to her as well if XXXX XXXX was the transaction that overdrew my account, then why does n't it reflect on my statement. There are no parentheses showing that my account was in the negative at any given time. Anytime your account is in the negative, it will have parentheses around that item. So either way this is deceptive practices.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-07-29 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ERC
State: CA

Complaint narrative:
XXXX XXXX XXXX claims I owe a debt of {$99.00}. XXXX XXXX XXXX originally sent this debt in XX/XX/XXXX to XXXX, a debt collections agency, and it appeared on my credit report at that time. When I contacted XXXX XXXX XXXX about the debt they reviewed my file and stated it was an accident on their behalf and that my account was paid in full and was at a {$0.00} balance. XXXX XXXX XXXX wrote me a statement which I sent to XXXX and they erased the debt and it came off my credit report in XX/XX/XXXX. Recently, in XX/XX/XXXX, the same debt of {$99.00} from XXXX XXXX XXXX showed up AGAIN on my credit report although it was with a different collections agency, Enhanced Recovery Company. I contacted XXXX again about this situation and they claimed they could n't help me because they never sent the debt to any collections agency. So I called Enhanced Recovery Company and they claim they can not find the debt in relation to me, not even with my social security number, so there was nothing they could do! But, the debt still appears on my credit report and is still bringing down my score! XXXX XXXX XXXX has sold a fraudulent debt to collections agencies and I am the one being punished!

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-06-28 00:00:00
Product: Consumer Loan — Installment loan
Issue: Problems when you are unable to pay — 
Company: Big Picture Loans, LLC
State: TX

Complaint narrative:
I was enticed by Big Picture loans with an offer of pre-approved for loan. Well after XX/XX/XXXX I was down in money so decide to apply for a loan. I filled out the application and then it took a few minutes but what I didnt realize that I was not able to view the truth in lending disclosure before accepting the loan. Before I knew it I was now obligated to loan of 733.081 % yr interest and now paying XXXX a month for next 15 month. Also something that seems to unsafe is using my ssn # to log into their portal is not really something safe.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-13 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Taking out the loan or lease — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: IL

Complaint narrative:
My identity was stolen and an unidentified person has my personal information. This unidentified individual has purchased a vehicle at XXXX in Indiana under my identity.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-28 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: WA

Complaint narrative:
Mortgage company requested confirmation of insurance. This were supplied multiple times without acknowledgement. We attempted to call multiple times without being able to access a person and without finding a solution in their electronic system. Mortgage provider is now charging us {$640.00} to provide us insurance despite the fact we have demonstrated proof of insurance. We have again faxed and called without result. We want to avoid an unnecessary charges and are looking for assistance.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-03 00:00:00
Product: Debt collection — I do not know
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: ERC
State: FL

Complaint narrative:
As a concerned Consumer, I recently pulled my credit report and was in total shock to find that ERC has placed an alleged debt on my profile. ERC has communicated false claims and information with the credit reporting agencies without my knowledge. ERC has received payment from through deception and misrepresentation. I have not done any business with ERC previously and would have never authorized ERC to place derogatory information on my credit report to intentionally hurt, harm and cause damage against me as Creditor/Consumer. This action has also caused me to be denied credit extension harming my chances in the pursuit of happiness for me and my family.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed
Consumer complaint received 2016-02-09 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Big Picture Loans, LLC
State: LA

Complaint narrative:
I took out a XXXX payday loan from Castle pay day. They are charging a XXXX finders fee for this loan every month. I have to pay something on the principle plus finders fee. The rate is somewhere around 575 %. is this legal

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-15 00:00:00
Product: Bank account or service — Savings account
Issue: Account opening, closing, or management — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
This is regarding my client who is under the XXXX and needs support regularly. He is in our care now and is entering XXXX services soon. This client was charged more than XXXX dollars in excessive transition fees every month. The last two months shows more than XXXX dollars lost from his meager check of XXXX dollars. The branch manager at XXXX at XXXX in XXXX knows him by name and understands that he is under XXXX. This case manager tried to explain that my client does not understand what he signed into and believes that he was just signing into a no cost direct deposit account as explained to him. The bank employee clearly does not want to resolve this. They claimed that they did everything as per the law. My client has even transferred a dollar from his saving to his personal checking and got XXXX dollars of fee every time. This is the money he has earned pushing carts in heat and rain and snow. He wants all his money back -- which is at least XXXX dollars or more. The bank manager first did not want to work with XXXX and me and later wanted to return only what she thinks is appropriate. She clearly brushed aside my concern that my client was being taken advantage from the very beginning therefore all the money has to be returned. She defended her predatory practice of opening saving account that charges money for going low, for transferring his own money from saving to checking, and others that we do n't even know. My client is gullible and has XXXX. He cant even tell you the change he receives after buying a gum. The store manager denied any wrong doing and denied to return the money back. This was reported to the corporate online XXXX and provided all the info requested on the XXXX of XXXX because they wanted to investigate. But, it does not look like this is going anywhere. I am reporting it here, because I believe that my client has fallen to the victim of predatory banking by citizens. I am at disbelief that the bank is scooping money out of this clients account who does not even understand simple addition. I am awestruck with the corporate culture that takes advantage of the poor and vulnerable and still claim that they are doing everything by the book and challenge those who reminds them simple moral practices in banking. 
I want this matter to be investigated and want the bank mangers to be trained to work with people who are XXXX not make their bonus on the expense of people like my XXXX client. 
Thanks

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-12 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: Big Picture Loans, LLC
State: NV

Complaint narrative:
In XXXX of XXXX, I applied and was approved for an installment loan in the amount of {$400.00} from XXXX ( formerly CastlePayday.com ). 
On the website, the loan was to have a 784.73 % APR. The website also stated that the total to prepay the loan in full on or before the 1st due date was {$540.00}. Having experience with payday and installment loans, I did not pay attention to the math at the time I agreed to the loan. From speaking to the customer service representative, I was under the impression that I would make three payments of {$200.00} for three months to pay off the loan. After making two payments of {$200.00} ( XXXX late payment fees ), I was informed of the payment plan that the company set up for me in which I would be making monthly payments in various amounts until XXXX of XXXX totaling in upwards of {$2000.00}. At no point in the application process did I agree to this payment plan. In XXXX of XXXX, I asked the company how much it would cost to pay off my loan in full. They replied that I needed to pay {$820.00} ( not including the two payments of {$200.00} that I had already paid ). If my math is correct, that is more than the APR that I did not know I was agreeing to in the first place. And, I do not know if that payoff amount will change depending on the time I am able to make the payoff amount.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-27 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: AFNI INC.
State: IA

Complaint narrative:
afni, inc. sent a letter stating I owe money to XXXX XXXX and to pay to their company ( afni ). I contacted XXXX XXXX and my account has been closed for 2 years with no outstanding balance.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-12 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ERC
State: MD

Complaint narrative:
i had an account with XXXX I opened with my daughter in XX/XX/XXXX. I purchased XXXX phones. In XX/XX/XXXX, I paid off the phones and cancelled my service and left my daughter on the T-mobile account. She was paying the bill. The bills were forwarded to HER home in N.C. and she was paying them. Around XX/XX/XXXX, my daughter purchased a 2 YEAR contract w/an XXXX. I was contacted when she wanted to purchase the XXXX and I told XXXX I was no longer the owner of the account again. They again removed me from the account, approved my daughter for the XXXX and I thought that was the end of it. Then I stopped receiving my mail all together, and discovered a change of address had been put in for me so I called the Post Office and had my mail switched back to my home and I discovered XXXX was charging me for 'something ', so I called and told them I did n't have an account. They said they fix it and again I thought they 'd figure it out. I confirmed with my daughter that she was paying her bill because I continued to get bills saying my account was over due, but she assured me she was paying, so I ignored it, and figured we were just being double billed. Finally in XX/XX/XXXX I received a collection notice, when I called I was told it was for an XXXX. It turns out that XXXX was billing me for her XXXX and billing my daughter only for phone service. They were trying to hold me accountable for her purchasing the phone but were billing her for the monthly service. I called several times with my contract showing I never authorized anyone other than myself to purchase or use my account. While this point is moot as I cancelled my account in XX/XX/XXXX. There are numerous calls from me cancelling the account, and my daughter opening an account. The account my daughter opened was a special account that allowed for a two year contract with the purchase of an iphone. XXXX used my credit to give her an XXXX. I spoke with several representative there, and my daughter does n't have a problem paying for the XXXX under the terms she thought she was agreeing to, i..e a two year plan which included the price of an XXXX. I am not responsible. Further I should n't be in collections. I called this evening after having been promised that I would be removed from collections, the outstanding balance would be transferred back to my daughter 's account, she could pay over the term of her contract as it was stated and that my credit report would be corrected. Now, I 'm being told by XXXX that they ca n't do it. It 's been too long they are n't resposible.

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 2015-06-24 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ERC
State: TX

Complaint narrative:
I HAVE SENT THIS COMPANY XXXX DIFFERENT LETTERS AND THEY HAVE NOT COMPLIED WITH EITHER XXXX OF THEM!! THEY NEED TO STOP CALLING ME AND HARASSING ME!! THIS IS NOT MY ACCOUNT AND THERE FOR SHOULD NOT BE ON MY CREDIT REPORT!!

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with non-monetary relief