vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-12-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
We have Wells Fargo mortgage and the insurance company. After deciding to switch homeowner insurance companies. Wells Fargo suggested we use their company. We found out they do n't have an insurance company, and instead uses XXXX 's. We were paying the insurance company directly, then wanted to see how it work if Wells Fargo paid through an escrow. When we tried to close the escrow account, Wells Fargo claimed we agreed to pay escrow for the " life of the loan '' which is neither a legal requirement nor a contractual one. They sent a copy of the papers which do not confirm their statement. In fact, our mortgage agreement states " XXXX '' is due for escrow. The mortgage was created in XX/XX/XXXX, and the escrow account in XX/XX/XXXX. Attached is the monthly payment agreement page from our contract. 

Your agency is not looking at the papers, and Wells Fargo is aware that you are not reviewing them. Wells Fargo is engaging in fraud by submitting false documents under of the pretense of compliance. We have no contractual obligation to keep an escrow account especially since they are holding three times the legal limit RESPA sets. 

PLEASE CONDUCT AN INVESTIGATION.

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 2017-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: REGIONS FINANCIAL CORPORATION
State: MO

Complaint narrative:
I had a check present on XX/XX/XXXX. At the time, my POSTED balance was {$170.00}. The check amount was {$300.00} and was POSTED to my account and subtracted to my POSTED balance causing my account to become overdrawn, at which time, I was charged an overdraft fee for an item that was paid. This item was only an " overdraft '' because Regions ' system posts the check as paid. I was originally told that it was in a " pending '' status for review yet it withdrew from my posted balance. The following business day, XX/XX/XXXX, the item was returned as an NSF item and then I was charged a returned item fee, which I do not dispute. I dispute the process in which their processing system loopholes overdraft fees to be charged to the account. Items should not post and withdraw from a posted balance unless they are items that are paid. I should not be charged an overdraft charge due to an item that was only overdrawn due to an item the bank did not pay and I was not truly overdrawn. Subsequent NSF fees were charged, as well, after I had filed a Reg E claim on XX/XX/XXXX totaling {$120.00} that was not resolved within the ten business day required. This {$120.00} in addition to the incorrect charge of {$110.00} from VIPStore ( the difference was refunded ) all totaled this negative balance. The processing system that Regions uses is rigged and allows overdraft fees to be charged when an account is truly not overdrawn. I had called on XX/XX/XXXX to ask about the process and have been getting the runaround ever since. Today was the third time I have had to call with no resolve still.

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 2017-12-19 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: Paypal Holdings, Inc
State: IL

Complaint narrative:
I 've had a PayPal account for years. I 've got a linked credit card and linked bank account. 

PayPal is refusing to allow me to transfer money stored on PayPal to my bank as of Sunday, XX/XX/XXXX. The reason given was that I have a " withdrawal limit '' based on U.S. banking laws and need to supply two out of three pieces of information. I have supplied all of the required information and PayPal is still refusing to release my money. 

The pieces of information listed were : 1. supply a linked bank account ; 2. supply a linked credit or debit card ; and 3. provide your social security number. 


I had already provided the requisite two out of three pieces of information, but added my social security number anyway on Sunday, XX/XX/XXXX PayPal still refused to release the funds, citing a withdrawal limit and directing me to the same three pieces of information. When I tried to add my social again, this time it told me that I had done all that I needed to do. 

So, I waited. The next day, which was Monday, XX/XX/XXXX, at approximately XXXX a.m. XXXX, PayPay still would n't release the funds. I called them, but their hold times were long and they do not provide a message stating an approximate time that a caller will have to wait, so I hung up and sent an email instead. In my email, I noted that their website promised a response within 24 hours, so I explained the problem and also explained that I would file a complaint to the CFPB if they did not contact me or resolve the problem in 24 hours. 

I received an automated reply with information available in their " frequently asked questions '' section, which did not help me and which I had already read. I responded asking someone to please read my original email. 

I received a reply from a person, XXXX, that contained the exact same information from their FAQ that had previously been sent to me. I replied that I 'd already done this, and asking someone to please just read my email, but by this point it had been 24 hours and copied and pasted info from a FAQ is not something that I count as contacting me about the problem, as I 'd requested, so I 'm filing this complaint.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
Good Morning on XXXX XXXXXXXX,2017 a large amount of XXXX was stolen out of my account. This was part of my rent money and also my kids XXXX money. I was told an investigation would take 30 days to complete. I am a single mom with XXXX boys that have severe XXXX. 2 days before XXXX I will be put out of my home. Never in my life of having bank accounts been told an investigation will take that long. I am beyond frustrated with TD Bank and there service. I would never again refer this bank to anyone.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Debt collection — Mortgage debt
Issue: Communication tactics — Frequent or repeated calls
Company: EQUITY RESOURCES, INCORPORATED
State: FL

Complaint narrative:
I live in XXXX, Florida and in early XXXX XXXX, we were hit by hurricane XXXX. The area in which I live was declared a FEMA disaster area. I was advised that I could call my mortgage company XXXX Equity Resources , Inc XXXX and that I could have 90 days worth of payments deferred. I called equity resources and they confirmed that this was the case and that I would not receive collection calls and that before my next payment was due on XXXX/XXXX/XXXX that I would get a call from someone to check in and see if I needed an extension. 

I then received a letter in the mail stating I was in a forbearance period and it sounded as though I was going to have to pay the last 3 months of payments when the forbearance period ended. I called equity resources and was advised I was previously given the wrong information and that my payments were not being deferred. I was advised a guy named XXXX was handling my case and would need to call me back because he was not in the office. He advised me that I was in forbearance and my payments had not been deferred and that I could complete the paperwork I had received via email to see if I qualified for deferment or I could wait to be contacted before the 90 day period was up to further discuss. 

At XXXX roughly on XXXX XXXX, XXXX, I received a collection call, the collector never read the mini-Miranda and was wanting to know what I could pay. I advised her that I had been advised my loan would be deferred and that I would make my XXXX/XXXX/XXXX payment as planned. The call was made to my cell phone via an auto dialer. 

On XXXX XXXX, XXXX, I received a call where the person was checking into see if my forbearance period needed to be extended, I also told her I was under the impression my payments were deferred and that I would be making a payment on XXXX/XXXX/XXXX. She said she would submit the request for deferral and that I would hear back from someone in mid XXXX. Later that day I received another collection call from an auto dialer to my cell phone. I advised them of the conversation earlier in the day and they apologized and we ended the call. 

I also received auto-dialer collection calls on XXXX and XXXX where I once again advised the people of the situation and asked them to stop calling. On XXXX, I spoke with XXXX XXXX XXXX supervisor ) who said my account was never put in the right status and that I would no longer receive calls. She said on the call that the notes indicated that I had told each collector this each time they called. 

On XXXX/XXXX/XXXX, I received another auto dialer call to my cell phone from the same number ( XXXX ). This time, like every other time, when I answered the phone rang back to someone, this time, no one responded and after a few seconds the call was disconnected without the caller saying anything.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Debt collection — Federal student loan debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Constar Financial Services, LLC
State: NY

Complaint narrative:
In or about XXXX, XXXX XXXX forged her ex-husband 's name XXXX XXXX, to a student loan application for their daughter XXXX XXXX. 
The forgery was reported to the police and an Identification Theft Affidavit, police report, copies of identification were provided to the creditor. 
Collection efforts continue.

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 2017-12-19 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: Coinbase, Inc.

Complaint narrative:
I wired via XXXX XXXX euros to Coinbase on the XX/XX/XXXX17 from XXXX All account details were correct. I have now sent Coinbase 4 messages to either have the fund created my coinbase account and more latterly to have them returned to XXXX. I have not recieved a response from Coinbase. Funds are usual created within 3 days - this transaction has now taken 8 days. I would very appreciate your help to have the funds returned to XXXX as soon as possible.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem when making payments — 
Company: BorrowersFirst, Inc.
State: GA

Complaint narrative:
On XXXX XXXX I checked my XXXX XXXX account and was made aware that my Borrowers first account was closed and transferred to a new company. I have no clue who this new company is. I tried to login to borrowers first and it said I needed to call the customer service number and there is only a busy dial tone. I still have the {$290.00} auto payment being auto drafted from my account and no clue where my money is going and what 's the current balance of my loan.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: BB&T CORPORATION
State: MD

Complaint narrative:
The branch manager put a false fraud alert on our account because she got mad at me for stating to management I did not like the way she talked to me and embarrassed me. She retaliated and said she will fix me and put a fraud alert on my account which froze revenue and held all my revenue. They have held all funds for over 30 with no resolution this is wrong and I do n't want my funds held any longer. I want them to release my funds and close these accounts and I never will bank or refer anyone to them ever again. 

This bank is BB & T Bank XXXX XXXX XXXX. XXXX MD XXXX XXXX XXXX XXXX is our account name

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
I have not been able to log on and manage my finances since XXXX XXXX. 
I called Capital One and she she told me it was my browser. 
But i tried everything and its still not working. 
On XXXX XXXX, I called and spoke to a Capital One supervisor. She claimed that their back office somehow dropped my user name and will work on fixing it within 10 business days. 
On XXXX XXXX, i called again. 

I have been informed the male supervisor that he can not do anything else. He have no compassion or care about my situation. 

On top of that he said i have to wait another10 days from XXXX XXXX to see if they can fix this issue. 

How can an online bank do this kind of things to a customer? 

I lost my confidence in this bank. 
Their management team have no emphathy and DOES NOT value customers!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: PNC Bank N.A.
State: NY

Complaint narrative:
In XXXX, we ( spouse and I ) took out a Home Equity Line of Credit with XXXX XXXX. PNC Bank took over our loan several years ago after the mortgage crisis. 
Our interest rates were XXXX 4.00 % XXXX years ago when interest rates were raised a quarter pt. by the FED to 4.25 %. 
We contacted PNC Bank and were told the fee to lock into a fixed rate was {$150.00}. We agreed to pay the fee. 
PNC Bank denied our request to lock into a fixed rate because we declared bankruptcy in XXXX. 
We were never late on any payment to XXXX XXXX, PNC Bank or XXXX. 
I lost my job as a government XXXX XXXX due to sickness and surgeries. I am receiving Social Security XXXX. 
Our credit rating is now good in XXXX. 
We contacted PNC bank and requested a fixed rate on our Home Equity Line of Credit every time the XXXX raised interest rates. Our interest expense on the loan is now 5.25 % with the current XXXX  increase. 
PNC denied us a fixed rate every time because we filed bankruptcy in XXXX. 
Earlier in XXXX we contacted the XXXX Department XXXX XXXX XXXX regarding our problem with PNC Bank. They notified us to contact CFPB because they have no jurisdiction over ( PNC Bank XXXX banks that are not licensed/chartered in NYS. Our loan has been and is for our primary residence in New York. 
The XXXX XXXX and House tax plan eliminates the deduction for Home Equity Line of Credit interest expense.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Frequent or repeated calls
Company: NCB Management Services Inc.
State: NY

Complaint narrative:
XXXX XXXX of NCB Management continues to call family members of the person who supposedly owes a debt that he is trying to collect. He has called more than once after he was told he has the wrong number and not to call again.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: WESTERN UNION COMPANY, THE
State: TX

Complaint narrative:
Sent money through WesternUnion on XX/XX/XXXX details as follows : Payment Checking ending in XXXX XXXX XXXX XXXX XXXX ending in XXXX Money available : 4-5 business days Summary Transfer amount XXXX USD Transfer fee + XXXX USD Total XXXX USD Exchange rate XXXX USD = XXXX NGN Total to receiver XXXX NGN The money was sent to my bank account in XXXX XXXX in XXXX and its to be credited to my account in 4-5 business days. To date the fund is not credited to my account. I have talked to WesternUnion Representatives on XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX. The only answer I get is that they have emailed XXXX XXXX and that we have to wait. The case number is XXXX. 

The fund is for my family members in XXXX for XXXX. Please help! 

XXXX, XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: TCF NATIONAL BANK
State: IL

Complaint narrative:
My mother, XXXX XXXX, XXXX XXXX in XXXX of 2017. She had a checking account with XXXX XXXX. I was registered as co-Trustee on the account as I also had Power of Attorney priviledges. After my mother XXXX XXXX I kept the account open for a few months as she had automatic deposits and withdrawals scheduled into the account and I wanted to get a better handle on those before closing the account transferring the balance to an Estate Checking Account, which I did in XXXX. My mother only got online statements, so I was unable to get statements after she XXXX. In addition, I was unable to set up online account access for myself since TCF was undergoing a system conversion to its online banking system right after my mother 's XXXX. 

I was recently reconciling all of the accounts in order to list all of the expenses of the estate. I noticed TCF charged a {$9.00} maintenance fee on XX/XX/XXXX to my mother 's checking account ( which was closed in early XXXX ). Since I did not get statements or have online access, I was n't aware of this charge. I asked what it was for and that it be reversed. The bank has been unable to tell me why the fee was assessed, even after 4 requests. In my opinion, the bank has an obligation to at least inform me why a fee was charged and do so without reasonable hassle. This has been a considerable hassle and I 'm disappointed it requires a complaint to a regulator to get a call to action. In addition, TCF has been unwilling to consider refunding the fee as they note the account has been closed. It has, but I was n't aware of this fee. The key reason I was n't aware of the fee is that they were n't able to set me up with online access when I took over the checking account because they were doing a system conversion which at the time prevented me from enrolling in online banking. Therefore they need to take some ownership in the circumstances, and they have n't.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-12-19 00:00:00
Product: Debt collection — Federal student loan debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Ceannate
State: CA

Complaint narrative:
XXXX processed my payment incorrrectly and gave me miss leading information. Did not have the answers to my question. When i asked when my next due day was i was given wrong information. Which lead me to over pay and stay in default longer than necessary. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: TX

Complaint narrative:
I have been a Coinbase customer for approximately 6 months. No issues until I purchased a new phone and my authentication key was lost. I use a 2 step process for security purposes. At any rate, their process to have that XXXX requires a user to upload a picture of a valid ID XXXX both front and back ) before the process is started. My ID has my entire middle name XXXX XXXX XXXX instead of just my middle initial, which is how I established my XXXX account. 

At any rate, I have patiently contacted them on numerous occasions via email. Responses are simply cut and paste. At one point I was told that they were investigating the issue but have n't heard back. I attempted to call their customer service line numerous times and eventually was placed on hold by an automated service while waiting for a specialist. I literally sat for 1.8 hours on hold. 

I have a lot of money in my account and simply want access. 

Respectfully, XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IN

Complaint narrative:
On XXXX XXXX, 2017 I placed an online order with XXXX XXXX. I had the order shipped to my home address. The package never arrived after I received notification. The package was erroneously shipped to my previous address where I have not lived in 3 years. Prior to this order XXXX XXXX has delivered orders and mail to my current address. I contacted XXXX, the post office and lastly XXXX XXXX. They insisted that the error was not theirs and I should go and retrieve my packages. I asked 3 times to speak with a supervisor and they denied that request. I just wanted them to re-send the merchandise. I called back and asked that they credit my account the {$110.00} XXXX that I already paid ) and they refused,

Company response to consumer: Closed with explanation
Consumer complaint received 2017-12-19 00:00:00
Product: Debt collection — Auto debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: Santander Consumer USA Holdings Inc.
State: NC

Complaint narrative:
I have purchased a car from XXXX in XX/XX/XXXX.  My car was repossessed in XX/XX/XXXX. My loan term was originally 60 months and now it is showing 80 months. I fell on hard time because of a job layoff. Since my car has been repossessed I have not gotten any written documentation from Santander about where my car was taken and what the next steps were and where to go to get my personal belongings from the car. I have contacted Santander asking for validation of my debt on XX/XX/XXXX and was told they would send me a copy of my contract within 10 business days which I still have not yet received. Upon checking my credit report there is an address listed that I have never lived at nor do I know where it is located. My credit report changes every month on the amount I owe Santander. The status one month it will show XXXX and the next month it will show XXXX and now it is showing a balance of XXXX, it will also show write off due to bad debt and then it will be changed to late payment and now it is showing closed/ charged off account.

Company response to consumer: Closed with explanation