vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-12-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: Continental Services Group, Inc. d/b/a ConServe
State: GA

Complaint narrative:
I called ConServe to pay a loan I currently have in default with recent spike in discretionary income I 've received. The person I spoke with informed me that the call could be recorded and it was an attempt to collect a debt. I let them know I wanted to make a hundred dollar payment. Following the successful entering of my payment information over the phone I asked for my balance. The informed me it was upwards of {$1800.00}. I asked what fees did they add when they received the loan from XXXX. The person on the phone said {$28.00}. I informed her that before XXXX sent my loan to collections the balance was {$1100.00}. She told me that the interest accrual was 5 % a day. I ended the phone call and immediately called the Consumer Finance Protection Bureau hotline to inquire whether those actions were lawful. The person I spoke with informed me that they could n't dispense legal advice but that the interest on a perkins loan was fixed at 5 %. I asked what I should do if I were looking to file a dispute. The representative informed me to contact the company and have them send me their policy in writing. I ended the call and called ConServe back and asked to be sent the policy. The woman I spoke with became very irate and aggressive, and almost shouting said they had no policy and that the interest and extra fees tacked onto the remaining balance were set by the University XXXX Georgia. I have no idea who to believe and need clarification as to where over {$700.00} in fees came from and whether or not this addition to the principal was lawful before I pay so much as a dime to an independent loan servicer.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NY

Complaint narrative:
In the past Ive been allowed to make partial payments on my mortgage. Today I attempted to pay XXXX of my mortgage XXXX {$1000.00} XXXX. I was advised I could n't, I asked to speak to a manager and was told by the man " it does not matter, I will not allow my manager to accept the partial payment ''. A young lady got on and said she was a senior rep, that a manager was not available. She had then told me she would not except a partial payment either. Then proceeded to tell me per my finances there is no reason I should be making partial payments. I then again asked to speak to a supervisor, she would not put XXXX on. When I mentioned the CFPB, she hung up on me. It be different if they never accepted a partial payment before but they have, on more then XXXX occasion. There was also no reason for here to tell me about my finances.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-21 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: AL

Complaint narrative:
I purchased a foreclosed home and have continued to receive collection notices for the previous owner. I contacted the collection agency Rushmore Loan Management Services and explained the situation to them. The agent laughed at my circumstances after verifying that I do not have any 'accounts ' with them and directed me to fax a notice to their department of consumer affairs. The collection notices have continued to appear after I completed this action and the agent working on their behalf is taking photographs of my property.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: FL

Complaint narrative:
This is my final entry for the portal with my servicer and note holder. I will uploading a correction for the servicer regarding XXXX XXXX on the mortgage which indicated by the server to notify of intent to fore-closer letter she received.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-15 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: IOWA STUDENT LOAN LIQUIDITY CORPORATION
State: IA

Complaint narrative:
This complaint is for how the customer service of XXXX XXXX XXXX handled a recent issue with their online payment system. Payments made online during the date of XXXX/XXXX/15 faced system issues where the payment was triplicated instead of processed only once. I became aware of the issue only after checking my online bank account ( XXXX/XXXX/15 ) and saw the reoccurance of the transaction and the overdraft they were causing. 

In following up with Aspire customer service on XXXX/XXXX/15, they informed me that they knew of the problem and were working hard to correct it. During the conversation, the process of how to handle the overdrafts for refund also occurred. The second representative I spoke with informed me that their company became aware of the problem on Monday, XXXX/XXXX/15. I asked if there was any thought of notifying the people affected by this problem - via mail, email, or phone number ( all of which they have ). The representative had no answer as to why they did not attempt to notify the people this would cause hardship for. 

I explained that this was, in my eyes, some of the worse customer service possible - to not even attempt to notify customers of unauthorized charges their company was making. I explained that they have my contact information and that is wrong to not notify and allow the customer to find out on their own. 

The represenative said they could see my point. They explained they are working on the return of funds and working on solutions to prevent issues like this from reoccurring. I am, mostly, satisfied with how I was treated on the phone - my complaint is with their policy/lack-there-off in regards to notifying customers of issues they have caused. The returned money may take up to a week to return to my account and I will have to go through a claim to get refund for the additional fees and fines caused by this oversight in their systems. 

They did not have an answer regarding how this would create additional hardship for weeks or months to come - handling the refund process will take 5-10 days, then wait for a check to be issued and received. They did not have an answer for the impact this would have on subsequent bills with their own company and explained they had not discussed any way to assist those they caused negative impact for. 

They had the information to provide to myself and the countless other customers impacted by this situation and did nothing.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NJ

Complaint narrative:
REF : XXXX XXXX, XXXX XXXX XXXX, XXXX, NJ Date 7/31/15Rushmore Loan Mortgage, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX CA XXXX - Loan Office of President- REF Loan # XXXX ss # XXXXThis is a dispute about Rushmore taking over loan from XXXX. in XX/XX/XXXX and that they are double escrowing me on taxes when taxes are paid and Rushmore ck sent to taxes I reimbursed XXXX XXXX ) plus double paid taxes in XX/XX/XXXX. The amount taken over from in 1st mortage {$46000.00} with all errears and no escrow balance ( settled XXXX. Rushmore is asking for {$210.00} in escrow a month when qtr taxes are {$330.00} XXXX est. {$110.00} a month ) plus they are aware they I disputed this in XX/XX/XXXX at initial conception. They mis-appropiate my regular payments towards an account called " other '' and they have also have unapplied money on account totaling over {$1200.00}. They claim over XXXX owed immediatedly or threat to foreclose. This is a low income unit and is protected by C.O.A.H. Please look at misc debit postings of {$11.00} unexplained. Late charges of {$25.00} by which my registered mail can dispute. I made a complaint with Banking and Insurance. I went to Fair Housing and received counseling from XXXX XXXX. I am getting negative resolution from Rushmore and want re-posting of all my regular payments to appropiate months split with part going towards principal and part interest like it should have been from the start. Since they are not sending checks to XXXX XXXX except for the {$330.00} I reimbursed them and paid XXXX also ( double paid ) carrying me through 4th qtr. Please help me. I am a single mom raising a child with XXXX. My documents are attached to this complaint.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NY

Complaint narrative:
Hello, My mortgage loan was handled by XXXX XXXX XXXX before it was assign to Rushmore servicing Company a few months ago ), we have requested XXXX XXXX XXXX to send us payoff figures in order to payoff the loan in full, we have borrowed the money from a private source, paid the entire amount to XXXX XXXX XXXX ( this was back in XXXX XX/XX/2011 ), and instead of getting a satisfaction letter, we received a few months later a letter from the bank stating that the total payment was returned since it was {$800.00} short ( legal fees ) which by the way never appeared on the payoff statement. In the meantime, the total amount was higher because of an interest and other fees added to the principle amount, we have experienced a terrible family crisis ( XXXX of my daughters deceased in my family ) and loss of income which prevented us from making the mortgage payments, the amount owed, has become higher and left us no choice but falling behind with the mortgage payments. The property is no longer livable since we did not have the funds to maintain it and as of today it is vacant. 
As said before, a few months ago we have received a letter stating that the mortgage loan is no longer with XXXX XXXX XXXX and it was transferred to Rushmore servicing Company, when we called and asked for help, we have been told that they ( Rushmore ) ca n't help since all of this happened with XXXX XXXX XXXX and they will have to start a foreclosure procedure against our property. 
The only payments we were able to maintain since this happened about 3 years ago were for property taxes. 
It is sad to think that just because of {$800.00} we, a widow that have lost XXXX daughters in less then a year is facing foreclosure and a possibility of losing her home. 
We feel that neither XXXX XXXX XXXX or Rushmore servicing simply do not want to listen to us and try resolve this big problem we are facing and possibly lose our home. 

We have attached a detailed letter written by me to Rushmore servicing which is currently handling my mortgage loan and started a foreclosure procedure about a month ago. 
Thank you for your help

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Settlement process and costs — 
Company: FIRST GUARANTY MORTGAGE CORP
State: NY

Complaint narrative:
I have been working with my mortgage company First Guarantee Mortgage ( FGMC ) since I applied for the loan XX/XX/XXXX. I was approved for a XXXX close FHA construction loan XX/XX/XXXX and still have yet to receive the final draw on the loan. I have been reaching out very regularly to the company and struggling each and every time. XXXX XXXX the draw administrator refuses to answer my phone calls and I lave her voicemails and she just emails me back when I just need to talk to someone. For over two weeks now I have been working with them to initiate the final draw. They will not provide me information on how to secure an exterior door that we will not be using in order to make it acceptable for the FHA loan. No one will put in writing for me that I will not lose my interest rate that I have been verbally told will not be lost due to this delay. I have had to initiate all contact with the company and no one follows up with me unless I call and get upset.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-08 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: IOWA STUDENT LOAN LIQUIDITY CORPORATION
State: OH

Complaint narrative:
I recently came out of bankruptcy and began making payments on my loan for almost a full year. The loan company, Aspire, keeps adjusting my variable interest rate upwards. I have called and spoken with them about my monthly payments and keeping it affordable, as well as paying them off as soon as I can. I have begun paying my loans a little earlier to help with paying it off sooner. However, my interest rate has steadily increase and make it difficult to lower my principal. I am the mother of a child with a XXXX, and I can not afford for the company to keep raising my interest rate and making it impossible to pay it off. I have never missed any payments nor paid late. My other private loans have remained stable in interest rate, and the company has not given me any satisfactory reason as to why they specifically have continued to raised my interest rate. Furthermore, it seems to me that they are attempting to gouge me. The last time I spoke with them XX/XX/XXXX, I changed my payments so that I would be paying off the loans sooner and they attempted to offer me ways to add more interest to my loans and making it seems like a good deal. I have also asked about refinancing options, but these are more expensive. I hope that this can be resolved by lowering my interest rate and keeping it stable. The most recent raise was to 3.73 %. When I started repayment, my loans were at 3.26 % just 12 months ago. Please help me get this resolved to keep my rate stable.

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 2016-08-04 00:00:00
Product: Debt collection — Medical
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: J&L Collection Services
State: CA

Complaint narrative:
The agency ( J & L Teamworks in XXXX, CA ) I feel is practicing unfair practices in regards to collecting payment. They allow me to send in a check to pay amount due for free, but they charge me a " processing fee '' in the amount of {$12.00} dollars if I wanted to use my debit card, or {$3.00} to use a check over the phone, each time I pay. I just recently got married and so I have a new account meaning if I wanted to not be charged then I would have to order a whole new box of checks specifically for J & L. I do not usually use checks so I should not have to order them for the XXXX agency. J & L mentioned that I could write in my card information on the monthly statement, however they will not provide space to write it in. I am only able to pay {$25.00} a month, so the " processing fee '' is about half of what I pay each month. Your website mentioned that they are not allowed to charge interest ( which they are at 10 % annually ), nor are they allowed to charge any other fees unless specified in via a contract. I called to request a copy of a contract in writing, the agency however refused to supply one. I thought this was very odd, as well as unfair. If they continue to charge the {$12.00} dollar fee than I will be paying almost double of what I owe. This is ridiculous as my debit card is the most convienent way for my to pay. If I were using a credit card, then I would understand the fee, as credit card companies often charge surplus fees to the companes, but debit cards however are free, so they are making much more profit at my expense. I owe roughly XXXX dollars on the account, if I pay XXXX dollars a month, it should take 28 months to pay off. I If I were to let let them charge my {$12.00} per payment that would cost me an extra XXXX dollars putting my balance a little over a thousand dollars. That in turn would take me 45 months to pay off. That is an extra 14 months, that is an extra year, soley because of the ridiculous fees.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-03 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: First National Collection Bureau, Inc.
State: TX

Complaint narrative:
On XXXX XXXX, 2016 First National Collection contacted my husband regarding a debt that they are saying that I owe from XXXX. My husband informed them that he had no idea what they were talking about and asked how they got his phone number. He called me to find out what was going on and so then I called them. When i asked them for proof of debt they did not have anything, when I asked simply for something that shows that I actually owe this they could not provide anything other than a bill from them that says I owe money to some online university. They have asked me to send them a letter requesting proof of debt. I feel it is very unfair that I should have to prove to them that I do n't owe anything .... they should have to prove that I do owe something, Its highly unethical for a company to call and harass me about something they are saying that I owe when they have no way to prove or even validate that I do owe them anything.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-02 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: OPORTUN FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XXXX XXXX Progreso know known as Oportun called to request a payment be made to my account and because I had fallen behind and I scheduled a payment to be taken directly from my current XXXX XXXX XXXX checking account. I agreed to have the payment taken from my account on XXXX XXXX, 2016 ; however, for whatever reason the young lady mistakenly processed my payment that same day and it was taken from my account on the wrong day after I had already gone into detail about the lack of funds available to process the payment any sooner due to my recent divorce. The payment had not been authorized for that day and she acknowledged that she had made an error on my account. Unfortunately, due to bank policies and fees my account was hit with XXXX seperate fees, each for {$35.00}. ( 1 ) for the initial draft of {$210.00} that was not authorized for that date ( 2 ) for a {$25.00} payment that was for a credit card I had scheduled my minimum payment for and only had the money needed to cover this charge and ( 3 ) an additional {$35.00} charge because the account stayed overdrawn for over 5 business days. I spoke to the Progreso now known as Oportun to inform them immediately about what would happen before the charges hit my account and they stated that the payment would not be paid, but I knew from previous banking experience that it would given my good history with the bank. I also informed them of my credit card payment being kicked back. I have requested a letter apologizing for the inconvinience in hopes to provide that to the bank and the credit card company but have been denied twice and as of yet have gotten no response to them crediting me back for the error they caused on my account. All they keep telling me is that they gave back the money for the initial error, but have yet to fix the other issue of the fees they caused on my checking account due to their error in posting a payment before the date it had been authorized. I have contacted them on a weekly basis since this happened and as of today any time I call, I have to explain everything every time. Nobody is taking accountability for the error their employee made and they definately could care less if I am out {$100.00} and are unable to provide an apology letter, but I do get letters asking for payment of a past due amount that is incorrect because they still owe me money too.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-04-20 00:00:00
Product: Payday loan — 
Issue: Payment to acct not credited — 
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: NV

Complaint narrative:
I 've made payments to ACE and I 'm being contacted by multiple collections agenices stating a warrant is going out for me if I do n't resolve this matter immediately. i paid one of the callers becasue he called my main desk and told security a warrant is going out for me if they were n't connect to me immediately. then a week later I got called by another collection agency telling me the other was a fraud and I should request a chargeback. I have paid this company three times and keep getting threatensing calls. What do I do?

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-09 00:00:00
Product: Debt collection — Credit card
Issue: Communication tactics — Threatened to take legal action
Company: U.S. BANCORP
State: SD

Complaint narrative:
My employer received a call from XXXX saying the reason of the call was for a subpoena for me and that they could n't give any other information. Returning the phone call, I was told that a letter was sent to XXXX, XXXX XXXX XXXX XXXX ( that zip is a XXXX zip ) by US Bank with no response and I am now being taken to court ( they were unsure of which court ). They referenced a US Bank account from 2006. 

I repeatedly asked if this was an attempt to collect a debt, always the response was no, however, this line was referenced three times, " do you want to take care of this now or are we going to see you in court. " I have a XXXX credit rating. This account that they are referencing was taken care of years ago. They are trying to scam money out of people through old debts. The fifth person I talked to finally gave me an address of their location : XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. I recognize this address! I have sent a letter to them to cease their attempts to collect past debts! XXXX XXXX XXXX is listed as an attorney at this address. How is she and her office still in business?!?! A XXXX search shows tons of complaints! Seriously, HOW IS THIS OPERATION STILL OPERATING??? 

They have my social security number and are threatening me with illegal legal action!!!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-26 00:00:00
Product: Credit card — 
Issue: Credit determination — 
Company: Paypal Holdings, Inc
State: FL

Complaint narrative:
A hard credit inquiry -- a totally fraudulent, unauthorized credit inquiry -- was made on XX/XX/XXXX by way of " Bill Me Later '' /CCB/PayPalCredit. This is damaging my credit and making me fear of potential identity theft. Please stop this fraudulent practice of signing ( or attempting to ) sign people up for credit cards they never asked for.

Company response to consumer: Closed with non-monetary relief