vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-18 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
My minor daughter had her atm/debit card stolen as well as her mobile banking account information for her checking and savings accounts at Suntrust bank hacked. The thieves used her card to make fake/altered traveler 's check and money order deposits to her account then on the same/next day used the card to make large purchases. They withdrew money from the Suntrust atm as well. This was all in a few days window from approximately XX/XX/2016. Her first indication of anything wrong was the bank 's fraud department calling her on XX/XX/2016 and she realized her card was missing. She is in high school during the day and works part-time several days per week so does not make purchases daily so had not realized it was missing. The fraud department had her verbally go through the information as to what purchases she remembered making, but at that time she was not made aware of any of the fake/altered check deposits. The next week a letter ( s ) came from them in regards to being overdrawn. I went to the bank branch ( on XX/XX/XXXX ) and the manger pulled up the information and then gave me copies of the checks that had been forged-she never knew about those. We were supposed to have a form sent to contest those charges. The forms did not arrive and I spend hours over weeks talking to multiple people. Recently another department sent a notice stating that the accounts would be closed and demanding the overddrawn amounts be paid ( about 2000 $ ) as well as stating that a negative notation would be put on our credit files. I have given them the case numbers but it seems the fraud department does not share the information with the collection department. We were again by the fraud department to fill out forms ( some of them to be notarized ) that then never arrive. They insist that all this could be handled at a bank branch but due to our work schedules we have only been able to go to a branch once and that was not a useful experience. We requested the evidence they used in denying the claim-such as a list of all the time stamped transactions, video images of the perpetrator at the ATM and at XXXX making the purchases at XXXX. However, they have never provided the information only sending a denial letter. They have been very uncooperative. Without the proper information we can not adequately rebut any inconsistent information-my daughter is minor teen and even a week after the incident could not adequately recall which days she may have worked or not and what places she went or not let alone months later. The places that the thieves went to get and spend money were at some distance from our home base and it ridiculous how the bank is handling this situation.

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 2016-09-03 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: SUNTRUST BANKS, INC.
State: VA

Complaint narrative:
In 2014 I submitted a complaint ( # XXXX ) against SunTrust and for a long time I did n't see the response. 
When I did finally see the response, I wanted to dispute it. When I call the CFPB they told me I would have to submit another complaint. Since the original complaint I was made aware that the type of loan I was originally given was made illegal years later. This was due to the misleading information on the loan details. The option payments cause a negative amortization with no deduction in the balance.. Plus the payments fluctuate monthly. I have been paying this loan for over 16 years now and have not been able to make a dent in it. I asked for a modification of which they only allowed it for 3 years on a year to year basis. Now SunTrust will not allow me any other modifications. This loan has done nothing but cause me heartache as it is difficult for me to make the payments. Please advise. 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 explanation
Consumer complaint received 2016-04-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SUNTRUST BANKS, INC.
State: PA

Complaint narrative:
I was XXXX XX/XX/XXXX and did not receive income for approximately 5 months. Suntrust placed my mortgage in their home preservation department. I have submitted the same paperwork numerous times and every time they need something else and then the packet expires. I sent 2 full mortgage payments 3 weeks ago based on what I was told by the company, wire to wire transfer, and I received the money back because they will only accept the full amount. I received a letter 2 weeks ago stating my packet was complete and this past Saturday I had to fax pay stubs and today I got a call stating I did not complete 1 of the forms correctly.

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 2015-06-09 00:00:00
Product: Mortgage — Other mortgage
Issue: Settlement process and costs — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
On XXXX XXXX, 2015 I reached out to a loan officer at Suntrust Mortgage in XXXX Maryland regarding a VA XXXX He quickly filed the paperwork and sent it to me. I signed the paperwork and asked my wife to hand deliver it to his office, since it is close to her place of employment. He then sent me another set of paperwork to lock in the rate. We then communicated via email that this was the rate to be locked in. Now, two months later, after hearing him complain about how busy they are, he is trying to tell me that not only is my rate not locked in ( and it would have been more than .5 % lower than what is available today ) but that he has had to add on extra fees. It has taken so long that I have had to make a mortgage payment in between, and I am concerned that they will use that fact as justification to change the deal. Since rates have gone up so much since then, I can not go anywhere else to get that deal. I was working with another company to refinance, but since my money is in a Suntrust bank, and my original mortgage was with them, I figured that I would give them the opportunity to match. They did, now they are trying to back out of it, and making all sorts of excuses. I have been in contact with the Branch Manager, who has yet to reply, the Loan Officer called me after I sent the initial email to his manager and angrily raised his voice on the phone with me. I do not want anything more or less than the deal that I signed. All of these " technicalities '' that go unexplained, and that benefit the banks, are the reason nobody trusts them anymore. I have made every attempt in the past two months to maintain lines of communication with this loan officer, and all I get is excuses, if anything at all. This is unacceptable. Suntrust Mortgage is allowing this to happen. If I had the ability to contact their executive membership, I would. Veterans, Beware. This bank, though it is XXXX of the better XXXX I have worked with, has some shady people in their Mortgage department. But, they are only human. I trust that they will eventually do the right thing. I hope. It is a savings of XXXX dollars per month, and that is quite a lot. Two months is too long for a VA " XXXX '' XXXX.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-30 00:00:00
Product: Debt collection — I do not know
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: Merchants Adjustment Service, Inc.
State: AL

Complaint narrative:
Merchants Adjustment Service ( MAS ) has " willy nilly '' placed a {$110.00} collection on my XXXX credit report. It does not state the original creditor, so in actuality MAS is stating that I owe this money to them. This is bogus reporting and is causing a hit to my credit score. I do not owe this company anything and, judging from MAS ' reporting method, it has no idea whether the information is accurate or not. Just an MAS employee trying to make a quota to my detriment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-01 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: Credit Karma, LLC
State: TX

Complaint narrative:
Someone used my social security to use a XXXX XXXX security service. I have never owned any kind of security system and this is a fraudulent item XXXX XXXX XXXX XXXX XXXX XXXX XXXX, 2014 Open {$4200.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX ( XXXX ) XXXX

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
when I went to get my pay off om my mortgage it was listed as XXXX principal and they told me even if I pay it off I will still owe them XXXX dollars interest and it will make my pay off XXXX dollars why can a bank do that to a customer and other loan company 's can not? what part of out sick government lets them do such things to a hard working citizen of this country?

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 2016-03-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: AZ

Complaint narrative:
I have student loans through Fed Loans and I qualify for the Public Loan Forgiveness Program as well as the Income Based Repayment plan. I contacted them recently because they had my start date for paying my loans off by 3 years. I was instructed by them to refile my paperwork for both program ( listed above ). They have yet to contact me about the change to my start date. However, they have notified me that I no longer qualify for the Income Based Repayment plan because " I make too much money. '' My income is the same that it 's been for the past two years and they even admitted to me that they " improperly '' adjusted my payment over that time. But when I 've asked for paperwork showing proof of this, they have n't sent me anything. In fact, they 've implied that they are comparing an after tax gross income to a pre-tax gross income and that 's what explains my change in annual pay. Again, upon multiple requests, they 've refused to send me any documentation of this and, instead, recommended that I go into deferment until the issue is resolved.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: CA

Complaint narrative:
Mine is a V. A. Mortgage and XX/XX/XXXX I submitted an application to the Keep Your Home California ( KYHC ) Principal Reduction Program ( PRP ). It was approved and funds of {$62000.00} were disbursed to my mortgage lender, Suntrust Mortgage , Inc. on XXXX XXXX, XXXX. Prior to the KYHC PRP, my monthly V. A. mortgage payments were {$780.00}. The KYHC PRP regulations required Suntrust, on XXXX XXXX, XXXX do XXXX things at the very same time : 1- to lower my principal by the amount I was awarded, the {$62000.00} and 2-to lower my monthly V. A. mortgage payments to a maximum of XXXX % of my monthly gross income of XXXX ( from my V. A. XXXX XXXX XXXX XXXX XXXX ), which is {$400.00}. On XXXX XXXX, XXXX Suntrust never lowered my monthly V. A. mortgage payments until I kept insisting they do so and only because I contacted the U.S. Dept. of Veteran Affairs and KYHC for assistance in getting Suntrust to comply with these KYHC regulations. In clear violation of KYHC regulations and for two full months ( XXXX and XXXX XXXX ) after their XXXX XXXX, XXXX receipt of the {$62000.00} Suntrust continued to charge me the full monthly mortgage payments of {$780.00}. Then in XXXX XXXX Suntrust again violated KYHC regulations by again exceeding the XXXX % maximum of my gross monthly income, by charging me {$410.00} instead of the KYHC required {$400.00}. 

These XXXX clear and deliberate KYHC violations by Suntrust created an undue burden on me and I was unable to afford my monthly V. A. mortgage payments and this caused me a hardship of Their won creation. During these three months, Suntrust further harassed me by mailing me paperwork in which they wrote, and which specifically stated that they intended to foreclose on my home by forcing me to Short Sale my home for those three months of missed mortgage payments. I am reporting these violations of KYHC regulations by Suntrust and I am requesting that Suntrust Mortgage , Inc be investigated and held accountable for these deliberate violations which Suntrust themselves created and with which they tried to illegally foreclose on my home by forcing me to Short Sale my home and leave me, an XXXX XXXX and XXXX XXXX Veteran homeless.

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 2015-11-19 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
On Thursday XXXX XXXX, 2015 I went to SunTrust Bank, the branch located at XXXX XXXX XXXX in XXXX, Florida. I opened a new account. Included in my itnitial deposit was a check in the amount of {$10000.00} and cash in the amount of {$2000.00}. The cash amount was broken and deposit was made into checking {$1900.00} and savings {$100.00}. I left the bank and returned the next day on XXXX/XXXX/2015 to withdraw {$1400.00} to pay some bills. I was told at this time my money had been frozen and I could not have access to my cash funds. The bank representative XXXX XXXX told me the check looked funny and they suspected to have an issue with the check. It would take 5 to 15 days for the bank to review my account. The cash money the bank held and is still holding todays date XXXX/XXXX/2015 was my monthly income to pay my bills with and to purchase gas for my car and groceries. I tried to call SunTrust Bank on Monday XXXX/XXXX/2015 to find out the status of my money. I could not get through to the bank calling the number I had been provided. I called the local phone company operator to help me with getting me through to the number. i was informed that both my home phone number and my cell number had been blocked at the account holders request. SunTrust bank allowed an employee to block my calls when they were holding my funds and would not give me access to my cash deposit. I am enclosing the notice of hold dated XXXX/XXXX/2015 that gives the reason the hold was placed on my deposit. Code XXXX states deposit exceeds clients average balance. This is a fabrication as I did not have an average balance, this was a new account. Also the notice advises my funds will be available on XXXX/XXXX/2015. This letter is dated XXXX/XXXX/2015. I did not receive this letter until XXXX/XXXX/2015 almost a week later. The next correspondence dated XXXX/XXXX/2015 received on XXXX/XXXX/2015 states my funds will be returned to me within 5 business days. 5 business days would be XXXX/XXXX/2015. As of todays date XXXX/XXXX/2015, 10 days later, still no funds. My health insurance is being terminated, my electric is due to be cut off. i have no food in the house. 

Yesterdays date XXXX/XXXX/2015 I again tried to reach SunTrust bank regarding the status of my funds. For a period of XXXX and XXXX half hours i was transferred to XXXX different people. None of the XXXX people could tell me when I would be getting my money. I want my money or a good reason my cash funds are being held and reviewed. 
I would appreciate help in gaining my money back from this bank. Do I have any recourse to recover for any damage caused by this unreasonable delay in allowing me to have my money. Also is SunTrust responsible to pay me interest on these withheld funds?

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-25 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
The amount of the check was for {$1700.00} the amount in the account was {$1300.00} the account did not have enough money to cash this check. I put down for 2 mortgage payment instead of 1 my fault. This amount is over NOT by {$100.00} or {$200.00} or {$300.00} but over {$400.00}. The check should of went in as a NSF {$36.00} charge to the account and not cause my account to roll over and over with NSF fees. I am requesting that the NSF fee be removed from this account. This will not happen again I 'm putting my mortgage on auto pay.

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 2016-05-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: DE

Complaint narrative:
I allowed XXXX XXXX XXXX to work with Fed Loans for an income dependent repayment plan. I sent payments ( {$620.00} ) to them every month until I found out that I could make the same arrangements with Fed Loans directly. At this point, Affordable Life did not forward my payments to Fed Loan, because I did not allow permission for them to access my Fed Loan account. Affordable Life told me that if I did not work through them, I would have to pay {$1900.00} a month. At this point, I sent my tax returns ( 2014 ) and filed for another IDR. I did not hear back from Affordable Life and in the meantime Fed Loans reports 120 days late payments to the credit bureaus. I would like this negative and false reports removed from all three credit bureaus.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-05 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: OH

Complaint narrative:
I am in the process of paying off my student loans. I went to setup an auto deduction for loan with AESSuccess and I was prompted that I could not setup an auto debit of more than {$1000.00} more than my minimum monthly payment. I wanted to pay an extra XXXX so I could pay it off by XX/XX/XXXX. I find not being able to pay as much as I want over the monthly minimum very disturbing as now I have to make two payments and they get to accrue more interest.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-03 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
I paid XXXX mortgages using my Suntrust business checking account. 
On XX/XX/XXXX online banking showed I had insufficient funds but all XXXX were posted, not pending or on hold, and I was charged {$38.00} for each for insufficient funds. The next day, XX/XX/XXXX, Suntrust added an additional {$38.00} return fee for each of the XXXX. This was in addition to the {$38.00} insufficient funds fees. I think I should have been charged one or the other, not both.

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 2016-07-31 00:00:00
Product: Mortgage — VA mortgage
Issue: Credit decision / Underwriting — 
Company: SUNTRUST BANKS, INC.
State: VA

Complaint narrative:
With a SunTrust 2nd Mortgage of 10 years and a SunTrust 1st Mortgage ( currently a VA Loan ) of 18 years, we submitted an application to SunTrust Mortgage for a VA Refinance to include our 1st Mortgage, 2nd Mortgage, XXXX credit card and XXXX additional loans. SunTrust denied the refinance and the principal reason for denial was " Poor Credit Performance with Us ''. When asked for an explanation, it was indicated the denial was due to the " 2nd Mortgage XXXX lates ( XXXX ) within the recent 12 months ''. 

We found this to be peculiar due to VA guidelines for Late Payments, " The applicant 's past repayment practices on obligations are the best indicator of his/her willingness to repay future obligations. Emphasis should be on the application 's overall payment patterns rather than isolated occurrences of unsatisfactory. '' Base on this reading, the XXXX late payments on our 2nd Mortgage were the only blemish on our Credit Report for the last 12 months. In fact over the history of our Credit Reports the only 2 accounts showing past dues were the 1st Mortgage XXXX XXXX XXXX XXXX XXXX and the 2nd Mortgage ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The 1st Mortgage has been in service for 18 years with only XXXX of the XXXX payments made past 30 days. The 2nd Mortgage has been in service for 10 years with XXXX of the XXXX payments being made past 30 days. In all cases the payments were brought current with all late fees and interest paid in full. 

At the time of application, we reported over {$6000.00} in cash, {$550000.00} in Assets and {$440000.00} in Investments with a credit score of XXXX for self and XXXX for my spouse. This couple with stable employment and a credit history spanning some 35 years and only XXXX account within the past 12 months indicating an overdue amount seem to be in conflict with the VA Guidelines. As a Veteran and a person that has handled his finances in a responsible way, I believe the Denial was based on something other than " Poor Credit Performance with Us '' and would like the cfpb to fully investigate.

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 2017-02-13 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: SUNTRUST BANKS, INC.
State: NC

Complaint narrative:
We took out a loan with XXXX in XXXX for a term of 180 monthly payments of {$590.00}. SunTrust acquired the loan from XXXX in XXXX and has applied the payments in such a manner that even after making the number of payments we agreed to, they say we still owe approximately $ 8K more. I do n't understand why we would owe more if we paid according to the payment terms.

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