vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2019-09-05 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: MD

Complaint narrative:
On XX/XX/XXXX I went online to Experian and tried to unfreeze my credit report as I am trying to prequalify for a mortgage. Although I keep careful records, the pin number I entered was apparently incorrect. After several phone tries, I finally got through to XXXX who, after XXXX minutes of having me try to unfreeze it online ( even though I told him the pin would not work ) finally told me he could overnight mail to me a pin for a {$20.00} charge. I agreed to the fee and he said it would be overnight mail to arrive by XXXX on XXXX. 

Today I went home - took an hour off work - a little after noon to find there was no Fed Ex envelope. I called Experian and was connected to XXXX. XXXX told me that it was not yet XXXX XXXX time - I was not informed that the delivery would be based on XXXX time! Then I asked her for a tracking number so I could track delivery and know when it got delivered so I could retrieve my envelope. XXXX could not provide a tracking number. I then responded with the fact that without a tracking number we really do not have any way to know if the document actually was sent on XXXX as promised for XXXX delivery. She responded that was right. With that, I asked to speak to a supervisor ... 

XXXX put me on hold for a minute and said the supervisor said I should give it more time and call back in a few hours. That was not what I requested so I again asked to speak with a supervisor. XXXX proceeded to tell me what she was told and that I could not speak to a supervisor. I asked again and she finally transferred me. After several rings the phone was picked up and immediately placed on hold. I sat on hold for 28 minutes ( screenshot of my phone is attached - of the 36 minutes of the call, 28 minutes were on hold ) at which time I had to finally hang up as I was back at work. 

None of this is acceptable ... taking care of the customer aside, the fact that the pin number to my account may or may not have been mailed to me ( or somewhere else? ) and there is no tracking number is just another example of the poor job Experian does of protecting our information ... As for customer service - the only service they offer is really low quality, uninformed, and an " I couldn't care less about your problem '' attitude. As for the supervisor ... that person should be fired! 

This is a credit monitoring company. How can a company responsible for such sensitive information about citizens be so careless in their work and still be able to operate.

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 2019-09-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: AMERICAN HONDA FINANCE CORP
State: TX

Complaint narrative:
On Wednesday, XX/XX/XXXX I went to XXXX XXXX XXXX of XXXX to trade in my XXXX XXXX  XXXX and purchase a XXXX XXXX. I was told I was not approved for the XXXX but was approved for a XXXX XXXX XXXX. I signed paperwork showing that my payments were $ XXXX for 72 months and 18 % interest. I left that night in a brand new car. I was not given my signed paperwork as the finance guy said they were going to still look for a better deal with a lower interest rate. I brought the car back to the dealership on Saturday, XX/XX/XXXX due to the tire pressure light coming on, black smudges on the seats and to pick up my paperwork. I was told the papers werent ready and that they would give me a call. A few days later a received a call on Wednesday XX/XX/XXXX to come in and get paperwork. Once I arrived I was told that they had gotten busy and they did not need me. I would receive a call on Friday. XX/XX/XXXX I received a text stating they did not need me that day. Saturday XX/XX/XXXX I received a text to come in that morning. Once I arrived to the dealership I was then approched by the finance guy who was handling my stuff and was told that I actually was never approved for the XXXX Civic that I have been in possession of for almost 2 weeks. If I was never approved WHY ON EARTH would you allow me to leave in the car and put 600 miles on it?! I asked why none of this had been discussed the entire time the dealership had been asking me to come in and then leave because they didn't need me? I was then told that they found me a reall good deal on a used XXXX XXXX XXXX. I said no I did not want another used car and that I would rather keep my XXXX XXXX  and I wanted my down payment of {$800.00} back. I WAS TOLD NO I COULD NOT HAVE MY CAR BACK AND THAT I NEEDED TO LOOK AT THE USED CAR THEY WERE OFFERING. I looked at the car, and yes its very nice but still not what I came in for and felt like I was forced to take the deal because they could not give me my old car back. I was then told that my paperwork showing the XXXX payments of {$490.00} were a lie ... payments were actually almost {$600.00} a month. Payments on the used XXXX are {$510.00} a month, again not something I wanted. I was then told that they were giving me an extra warranty for the car free of charge. This was not the case, after having someone who used to work for XXXX review my paperwork, XXXX charged me an addiontial {$2500.00} on the loan for the said warranty. I AM SO UNHAPPY WITH THIS PLACE FORCING ME TO BUY SOMETHING I DIDN'T WANT.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-09-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
I started the process of removing PMI from my mortgage on XX/XX/XXXX. I am currently in Chapter XXXX bankruptcy since XXXX and Wells Fargo is aware of my bankruptcy. My home mortgage payment is excluded from the bankruptcy payment through the trustee and my trustee has advised me to make the mortgage payment outside of my bankruptcy case. I have consistently being making my mortgage payment on time and never in the rears. 

Wells Fargo advised me that I can either ordered for a formal appraiser which cost {$500.00} or BPO ( Broker Price Opinion ) which cost {$200.00}.

I ordered for a BPO, paid {$200.00} and the check was cashed with the inspection completed on XX/XX/XXXX. Throughout the entire process, I made several calls to get update. The representatives have been consistently telling me that my home value qualifies me for the removal of PMI and I should receive a letter in 10-14 business days with the adjusted monthly mortgage payment that reflects the removal of the PMI. 

On XX/XX/XXXX, when I called Wells Fargo, I was informed that Wells Fargo can not proceed with the removal of the PMI despite my property value being appraised at the value that qualifies me for the removal of PMI. My attorney has advised me that bankruptcy does not preclude me from the PMI. Wells Fargo escalated my case and told me that they will contact me within 24-48 hrs and as of today ( XX/XX/XXXX ), I have not received anything from Wells Fargo. 

I called again today ( XX/XX/XXXX ) and spoke to XXXX ( XXXX ) XXXX XXXX XXXX regarding my case ID XXXX. She told me that she can not speak to me without my attorney 's authorization which is ludicrous. My mortgage payment is not managed by the bankruptcy trustee and I have been making the payment independently and they shouldn't have to get authorization from bankruptcy attorney to speak with me. 

As of today, there is still no resolution and Wells Fargo has taken {$200.00} from me without any resolution.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2019-09-05 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Portfolio Recovery Associates, LLC
State: SC

Complaint narrative:
I am a victim of identity theft and this debt does not belong to me. Please see the identity theft report and legal affidavit attached.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2019-09-05 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Convergent Resources, Inc.
State: PA

Complaint narrative:
An account on my credit report is reporting a collection that is inaccurate. The collection company is trying to report the collection as being newer than it really is. I Received a response from my dispute letter on XX/XX/XXXX from the collection company in which they validated the debt as accurate. Then I tried disputing this with the credit reporting agency XXXX three times. Letters sent certified on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. They have not sent a response at all.

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 2019-09-05 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem when making payments — 
Company: Regional Management Corporation
State: GA

Complaint narrative:
XXXX at Regional Finance in XXXX, GA was EXTREMELY rude and disrespectful on XX/XX/2019. I explained to her my case on my payment. She accused me of making a fraudulent payment to get them off my back which I did not. That is tarnishing my character and completely inappropriate. I told her I didnt appreciate her attitude and she kept assaulting me. She said I do what I want to do Im mad at her because I can not pay bills. This is absolutely no way an individual should be treated. Horrible finance institution and completely unbelievable.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-09-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: MA

Complaint narrative:
On XX/XX/XXXX, I submitted the second of two loss mitigation packages to Mr. Cooper f/k/a Nationstar Mortgage, showing that I had the income to qualify for a loan modification using 31 % of my gross monthly income. Despite my eligibility and financial qualifications for a loan modifications, Mr. Cooper issued a denial letter to me only six days later on XX/XX/XXXX, stating that XXXX XXXX XXXX, XXXX, the owner of my mortgage, does not allow loan modifications and therefore Mr. Cooper could not evaluate me for a loan modification. The XX/XX/XXXX letter constitute unfair and deceptive practices. This is because both statements referenced above are patently untrue and are made at my expense so that Mr. Cooper could unjustly enrich itself with foreclosure fees and XXXX XXXX XXXX, XXXX. could unjustly enrich itself with equity from my property. I know that XXXX XXXX does indeed offer loan modifications because 1 ) XXXX XXXX offers loan modifications in its Home Preservation Division and 2 ) it was required to do so under a settlement which Mr. Cooper reached with the Massachusetts Attorney Generals office which was recorded with the XXXX County Superior Court on XX/XX/XXXX. I have now submitted four loan modifications to Mr. Cooper and its predecessor, Nationstar mortgage, and am informed that I have an anticipated foreclosure on XX/XX/XXXX. I need the CFPB 's help to compel Mr. Cooper to approve my loan modification application. Please contact Mr. Cooper 's Office of the President and help me save my home.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-09-05 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Diversified Consultants, Inc.
State: SC

Complaint narrative:
I am a victim of identity theft and this debt does not belong to me. Please see the identity theft report and legal affidavit attached.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-09-05 00:00:00
Product: Debt collection — Federal student loan debt
Issue: Took or threatened to take negative or legal action — Threatened to sue you for very old debt
Company: Navient Solutions, LLC.
State: FL

Complaint narrative:
A company keeps calling my distant relatives weekly harassing them by calling early hours of the morning trying to reach me. I've called them to ask them to stop and they continue to do so. I have taken down their contact information and I have screenshots of the texts from my relative complaining to me about it. I would like it to stop, as I understand it, it is illegal to contact 3rd parties for something of this nature.

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 2019-09-05 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: DC

Complaint narrative:
I tried to sign up today with a mobile cell phone provider. They could not approve my account because my Experian account is frozen. I tried for HOURS on-line and on the phone to temporarily lift the freeze. It is not possible. None of my many calls to Experian ever got me through to a live person though I tried many different phone numbers. A XXXX operator directly connected me to an escalated number. Again, I was trapped on a circular prerecorded message that eventually hung up the call. I now have a frozen account that can not possibly be lifted on my end. Please help.

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 2019-09-05 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: AMERICAN EXPRESS COMPANY
State: NJ

Complaint narrative:
The facts are as follows ( 1. ) I opened a Blue Business Plus Credit Card ( Last 5 digits - XXXX ) in XX/XX/2019. I opened this credit card in order to take advantage of the introductory 0 % APR offer. 
( 2. ) My first statement was XX/XX/2019 which required a minimum payment of {$42.00} by XX/XX/XXXX in order to keep my promotional rate. 
( 3. ) My checking account was hacked while I was abroad for my birthday in XXXX XXXX XXXX from XX/XX/XXXX-XX/XX/XXXX and therefore I was unable to make the payment. 
( 4. ) I called American Express in XX/XX/XXXX to explain the situation and reinstate the introductory rate. The customer service representative was unable to refund the fee but confirmed that he was able to reinstate the rate. 
( 5. ) Throughout the summer, I carried a balance on the card, assuming the 0 % interest rate was in effect. 
( 6. ) On XX/XX/2019, I saw that I have been charged {$810.00} ( see attached ) in interest for the last 3 months and immediately called American Express. The agent told me that the promotional rate was never reinstated and therefore I was charged the interest. When I asked for the account credit for the mix-up which was the fault of Amex, I was denied because there was never a request put in to reinstate the promotional balance. 

This is a clear bait and switch. Its an unethical con where the firm tell 's consumers that a 0 % APR is in effect, and then charges them a predatory interest rate of 22 % because it increases the bottom line. The firm purposely tells its agents to mislead consumers so that it can profit off of them.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2019-09-05 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: BARCLAYS BANK DELAWARE
State: GA

Complaint narrative:
1. made a electronic payment thru my bank XX/XX/XXXX for {$120.00} 2. The account # that I sent the payment to had been closed in XX/XX/XXXX and sold to another bank. 
3. Contacted current account and explained situation, they directed me to the bank I made payment to 4. That bank said the account is closed and directed me to my financial institution I use to reverse the payment 5. The financial Institution tried 3 times and all were declined by the receiving bank. 
6. Contacted the bank again and they said the process is to contact the bank that now holds my credit card to start an investigation. He assured me this was the process 7.  Called the current bank to start the investigation and he said he would but he could see no way to get the money from the receiving bank and again directed me back to the first bank. He did however, start a case. Am to receive a letter in the mail. 
8. I have been going back and forth with these 2 banks since XX/XX/XXXX my first initial inquiry.

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 2019-09-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: WY

Complaint narrative:
Nationstar/DBA Mr. Cooper and their Predecessors have not sent Welcome and Good-bye letters when my mortgage changed ownership. 
My loan originated on XX/XX/XXXX, with XXXX  XXXX XXXX. According to the Pooling and Servicing Agreement, the loan was assigned to a XXXX XXXX Trust on XX/XX/XXXX. I did not receive a letter of notification by either XXXX XXXXXXXX XXXX or XXXX XXXX. 
According to a recorded Assignment of Mortgage which took place on XX/XX/XXXX, the mortgage transferred ownership from XXXX XXXXXXXX XXXX to the same XXXX XXXX Trust. There appears to be a missing Assignment of Mortgage which should have taken place between XX/XX/XXXX and XX/XX/XXXX. If there is no such Assignment of Mortgage, XXXX XXXX  XXXX would not have had the legal standing to transfer ownership back to the XXXX XXXX trust, since it was apparently already owned by XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. I did not receive letter notifications from either XXXX   XXXX XXXX or XXXX XXXX between the dates of XX/XX/XXXX and XX/XX/XXXX when these transfers of ownership should have taken place. 
On XX/XX/XXXX, the mortgage was transferred from the XXXX XXXX trust to Nationstar Mortgage. Again, I received no letter notifications from either Nationstar or XXXX XXXX informing me of this transfer of ownership. 
On XX/XX/XXXX, the mortgage was transferred from Nationstar Mortgage back to the same XXXX XXXX trust. Again, I received no letter notifications from either XXXX XXXX or Nationstar. Since XX/XX/XXXX, my mortgage has apparently changed ownership 4 times and possibly 5 times. 
As specified in the Truth in Lending Act, the owners of my mortgage were required by law to inform me in writing of these ownership changes. 
Truth in Lending Act, 15 U.S.C. 1641 ( g ) Liability of assignees states the following : ( g ) Notice of new creditor ( 1 ) In general In addition to other disclosures required by this subchapter, not later than 30 days after the date on which a mortgage loan is sold or otherwise transferred or assigned to a third party, the creditor that is the new owner or assignee of the debt shall notify the borrower in writing of such transfer, including ( A ) the identity, address, telephone number of the new creditor ; ( B ) the date of transfer ; ( C ) how to reach an agent or party having authority to act on behalf of the new creditor ; ( D ) the location of the place where transfer of ownership of the debt is recorded ; and ( E ) any other relevant information regarding the new creditor.

( 2 ) Definition : As used in this subsection, the term " mortgage loan '' means any consumer credit transaction that is secured by the principal dwelling of a consumer.

I have requested copies of these Welcome and Good-bye letters many times, but have never received them.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-09-05 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
XXXX, XXXX XXXX SOC SEC # XXXX DOB XX/XX/XXXX ADDRESS XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX XXXX XXXX XXXX   Account # XXXX XXXX XXXX Request for Debt Verification Page To Whom It May Concern : This letter is being sent to you in response to a notice a couple entries by your company on mycredit reports. Be advised that this is not a refusal to pay, but a notice sent pursuant to the Fair DebtCollection Practices Act, 15 USC 1692g Sec. 809 ( b ) that your claim is disputed and validation isrequested.This is NOT a request for verification or proof of my mailing address, but a request for VALIDATION made pursuant to the above named Title and Section. I respectfully request that your offices provide me with competent evidence that I have any legal obligation to pay you What do I need you to provide as the debt validation. 

What the money you say I owe is for Explain and show me how you calculated what you say I owe Provide me with copies of any papers that show I agreed to pay what you say I owe Provide a verification or copy of any judgment if applicable Identify the original creditor Prove the Statute of Limitations has not expired on this account Show me that you are licensed to collect in my state Provide me with your license numbers and Registered Agent Proof that the collection company owns the debt/or has been assigned the debt. ( You are legallyentitled to collect this particular debt from me. ) This is basic contract law. 

Complete payment history, starting with the original creditor. ( I need to have proof of my payment history with original Creditor, what the amount of the debt was when the creditor assigned the debt to your company, and what fees/interest has been tacked on to this debt andhow you/they determined these fees. ) This requirement was established by the case Fields v.Wilber Law Firm, XXXX XXXX XXXX XXXX  XXXX XXXX, XXXX, XXXX Circuit Court, Sept 2004.. 

Copy of the original signed loan agreement or credit card application. ( My contract with theoriginal creditor establishing the debt between us. ) This is also basic contract law. 

At this time I will also inform you that if your offices have reported invalidated information toany of the 3 major Credit Bureau ( XXXX, Experian or XXXX ) this action might constitute fraudunder both Federal and State Laws. Due to this fact, if any negative mark is found on any of my creditreports by your company or the company that you represent XXXX, XXXX XXXX SOC SEC # XXXX DOB XX/XX/XXXX ADDRESS XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX

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