vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2021-09-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I have been working to have my deceased stepfather 's IRA accounts transferred to my mother 's IRA account in the same bank, Ally Bank, since XXXX of 2021, so that I could consolidate her funds. I am my stepfather 's executor and mother 's POA, and I am taking care of my mother who has XXXX. I have spent countless hours talking to at least 15 different customer service reps, including their top level ( executive customer relations ), sent an email to the CEO, and been assured on many occasions that the money would be transferred within the next 7-10, 3-5, 1-2, or 0-2 business days. Each time, that period passes without the money being transferred, and I call back, at which point they tell me one of the following : 1. I need an additional form that the previous customer reps didn't mention 2. The forms that I filled out with them on the phone walking me through the information needed was filled out incorrectly and needed to be resubmitted 3. The forms that I filled out correctly were outdated and I needed to fill out the new forms ( which, by the way, were 100 % identical to the previous forms ) 4. The transfer to the institution setting up the annuity for my mother could not complete the transaction without my mother on the phone, even though all the POA documents had been received and approved Many of the customer representatives have been confused as to why this case has had so many twists and turns ( I now have 4 separate case numbers ). I have escalated this case multiple times to supervisors. Nobody seems able to figure out how to resolve this case and I am completely losing hope and my mind, which seems like it may be by design.

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 2021-09-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Affirm Holdings, Inc
State: NJ

Complaint narrative:
In XX/XX/2018 I had requested a copy of my credit report. I had noticed that Affirm was posting that I had an account with them and it was late. I immediately contacted the company and notified them that I had not applied or accepted any credit from them and that this was possible fraud. The company stated they would investigate and forward all information to me in regards to the investigation. The only thing I received was a letter stating that the account was determined to be mine and would have to pay the amount charged. I tried to dispute this with the company asking for proof which they refused to provide ownership. I have tried to contact the assigned investigator and have not received any call back nor anymore information in regards to this matter. Affirm continues to report to the credit agencies that my account is in charge off status and refuses to remove the reporting of this as fraud.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-09-14 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge 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: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
On XX/XX/21 I purchased 2 handbags from an online site in the amount of {$320.00}. I was not aware that the site was a scam. The handbags were received and were counterfeit. 
On XX/XX/21 ( after disputing with XXXX ) I contacted my credit card company, Chase. The Customer service representative informed me that if I could prove that the bags were indeed counterfeit I would be able to get my money back. 
On XX/XX/21 I faxed 20 documents to the dispute department at Chase. These documents included authentication from the handbag designer that the bags were indeed counterfeit as well as all of the email exchanges between myself and the retailer attempting to return them because they were counterfeit, copies of my receipts and photographs of the fraud site. 
On XX/XX/21 I contacted chase to follow up and was told the case was still under review On XX/XX/21 I contacted chase again and was told my original documents had not been received. During the same phone call the documents suddenly appeared but are still under review. 
On XX/XX/21 I contacted chase again at which time they told me I was missing documents. It was clear to me at this time that no one was in fact reviewing my case because all of the information was included in the original 20 pages I faxed on XX/XX/21. I was told to write a letter outlining all of my attempts to get this resolved and resend the 20 pages of documents along with it. 
On XX/XX/21 I contacted chase again and spoke to a supervisor named XXXX. I was told that I waited too long to prove the bags were counterfeit. And I was outside of the 30 day window. At which time I explained that I had sent those documents to chase on multiple occasions, the first being well inside the window. The supervisor said he was sorry but theres nothing more that they could do. 


My documents were sent in the allotted amount of time and my case was mishandled. Now I am suffering the financial consequences due to repetitive errors and cover ups by Chase.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2021-09-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
XXXX I received an email stating account negative. Several duplicate transactions from the same merchant posted on XXXX then same transactions posted XXXX totaling over {$2500.00}. After speaking w/the merchant, I was advised they didn't see any orders or transactions processed on XXXX only the order on XXXX. 
XXXX spoke w/new rep XXXX who after 45min stated she needed help and transferred me to XXXX in FL . I advised duplicate charges, XXXX advised because of the amount and number of duplicate charges she would submit as fraud. XXXX closed my card and said submitting as fraud because we would be on the phone over 2 hrs if she did each transaction. I asked if submitting via fraud not duplicate like I stated if claim would be processed differently, her response was no. 
XXXX called back to verify if fraud was the correction action, spoke w/senior client advocate XXXX who stated it appeared to be fraud vs. duplicate charges because of the number of times the amounts posted. 
XXXX spoke w/rep XXXX who stated claim denied as it was not fraud. I advised of previous conversations and parties spoke to. Rep sent a request to reopen w/the correct action. 
XXXX spoke w/supervisor working the phones XXXX in FL who stated reopened claim was done incorrectly and about to be denied again. I was also advised to now send in the order email from the merchant. 

I have not received a provisional credit or my money otherwise! Each rep and supervisor that I speak with agree they see the obvious duplicate charges HOWEVER when it goes to the research department in the claims area they are simply denying and closing out each claim submitted. My account is in the negative w/nsf due to the obvious duplicate charges. I need my money back! I again called the merchant who is stating the same they only show one order w/one day of processing. The bank should dispute as duplicate, send them the information so they can state duplicate, no record of second order. The bank is not doing this?! Please help I am not only a veteran but I have XXXX XXXX XXXX XXXX and this is causing me to a lot of undue stress and to be quite uneasy.

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 2021-09-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: CA

Complaint narrative:
I spoke to XXXX at Fay Servicing on XX/XX/XXXX. I asked her for information about an escrow refund check that I was sent. On XX/XX/XXXX I received a check from Fay Servicing in the amount of {$10000.00} which I received on XXXX and promptly deposited into my savings account. I received a letter from my bank yesterday letting me know that this check had been " Payment Stopped '' for which I was charged {$12.00}. XXXX could not give me any information about why that check had been stopped ( I can guess it was because the mortgage had been paid off in full on XX/XX/XXXX ). XXXX said she had requested a new Escrow Analysis which should take 7-10 days. While I was on hold for 20 minutes with XXXX, I was able to open an online account with Fay Servicing and get an Escrow Analysis which was dated XX/XX/XXXX. This shows that I have a {$20000.00} balance in my escrow account that is due to me. We have been waiting almost five weeks for this check. To be clear, the account was closed on XX/XX/XXXX and we have not been given any closing information from Fay Servicing. I assumed the check for {$10000.00} was a partial reimbursement for my escrow account which then cost me {$12.00} in fees because Fay Servicing is so delayed in their processes. I am due a check for {$20000.00} according to the statements that I had to find on my own.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-09-14 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: SLM CORPORATION
State: NY

Complaint narrative:
I applied for a SallieMae credit card offer through an e-mail solicitation ( XX/XX/2021 ) promising a {$200.00} cash reward after spending {$1000.00} in the first three months. Upon approval, they had switched the reward to a 2.5 % bonus in a thoroughly confusing approval screen. I had to wait four months and after not receiving the {$200.00} cash reward I spent endless phone calls an e-mails with their reps to no avail. They only kept repeating I had accepted the 2.5 % bonus when I had an e-mail saying NOTHING about a 2.5 % bonus bit it DID offer the {$200.00} cash back. They refused to even look at the e-mail. And, BTW, they are NOT EVEN paying out the bonus at 2.5 % -- it's only been paid at 1.25 %.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2021-09-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Was not notified of investigation status or results
Company: EQUIFAX, INC.
State: NY

Complaint narrative:
XX/XX/2021 RE : THIRD ATTEMPT TO RESOLVE DISPUTE NOTICE OF VIOLATION OF [ 15 U.S.C. 1681s-2 ] ( a ) 30 days to reply Dear Equifax XXXX  , This is my THIRD attempt to resolve a dispute with you and third complaint I am filing with the CFPB. 

XX/XX/2021 I submitted complaint in writing to you. 
Attached : 1. Initial Letter to Equifax on XX/XX/2021 2. Delivery Signature XX/XX/2021 I also filed complaint XXXX-XXXX  with the CFPB to which Equifax stated XXXX Please be advised that an investigation with the furnisher of the information was completed and results were mailed to you. 

I never received anything! 

I also DEMAND that you provide to me the name of company and proof of this furnisher of the information isUIFAX IS referring to, because this is simply impossible, and it is illegal to tell me false information. 

XX/XX/2021 I submitted my second letter to you directly and complaint via CFPB XXXX-XXXX  to the CFPB to which you again replied, Please be advised that an investigation with the furnisher of the information has been completed and the results were mailed to you. 
Attached : 3. CFPB Complaint XXXX-XXXX  Again I received nothing! 

They have received a personal letter in XX/XX/2021 from me and all these complaints verifying from me that they need to fix this and have my permission to do so. They are FAR past 30 days. They are in FULL violation of the law and for this reason alone they are REQUIRED BY LAW to remove all of these items because I never received anything from them regarding the results of their investigation, despite checking my mailbox incessantly for a few months!!!!! 

According to federal credit law spelled out in the Fair Credit Reporting Act ( FCRA ), a credit bureau is required to respond to you and complete their investigation within 30 days. If they do not respond within this time frame, they MUST remove the negative listing disputed!!!!!!!!! I AM ASKING YOU, CFPB PROFESSIONAL, to not allow Equifax more time. Time is now to resolve this.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-09-14 00:00:00
Product: Money transfer, virtual currency, or money service — Money order
Issue: Problem with customer service — 
Company: Ocwen Financial Corporation
State: NY

Complaint narrative:
CFPB ID XXXX-XXXX  I do not agree with the actions taken by the PHH Mortgage company to resolve my previous complaint number XXXX-XXXX. They stated in a letter sent to me on XX/XX/2021 that they would issue a Check of {$600.00} by over night delivery for the replacement of lost stock certificates. They gave me a tracking number for the check. I called XXXX  to find out about the tracking number and was told that XXXX never received that package to forward it to me. When I called the PHH Agent and told them about not receiving the check I was informed that the PHH research department would contact me. Well I got a letter from the PHH research department requesting that I provide them with information about the check, and to send them a copy of the check. Common sense in the part of the PHH research department is surely missing. I just finished telling anyone who would listen, at PHH Mortgage, that I havent received their check for {$600.00}. Please help PHH understand what this entire situation is all about. Simple solution is to nullify any check they thought they had sent and issue a new check for {$600.00}.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-09-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: FL

Complaint narrative:
My credit profile is inaccurate which is not fair to me. Please investigate this and fix it. Im really sick and tired of these XXXX. Should there be any updates on my inquiries, Im gon na go to court

Company response to consumer: Closed with explanation
Consumer complaint received 2021-09-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: Santander Consumer USA Holdings Inc.
State: VA

Complaint narrative:
I received a refund from the personnel property tax on the XXXX XXXX XXXX pickup that was leased and paid off. The commissioner of revenue sent the refund check to CCAP AUTO LEASE LTD.CC. It was received XX/XX/XXXX and cleared the XXXX XXXX bank XXXXcashed by Chrysler Capital! this is my refund and should have been forwarded to me! Instead it was applied to my closed lease account # XXXX. My lease was closed XXXX._ this is money I paid in full to Chrysler Capital for my XXXX taxes before the lease was closed!

Company response to consumer: Closed with explanation
Consumer complaint received 2021-09-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: MT

Complaint narrative:
XXXX let a thief open an account using identity theft. My identity was stolen. XXXX and Equifax are REFUSING to remove fraudulent information. I am updating my complaint. I am proving BOTH an FTC Identity Theft Report AND a XXXX Police Report. Please CFPB MAKE THEM STOP HELPING IDENTITY THIEVES AND FOLLOW FEDERAL LAW. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-09-14 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Navient Solutions, LLC.
State: TX

Complaint narrative:
Charged " Unpaid Fee '' of XXXX for 4 plus years. From XXXX to XXXX. Navient never told me that the fees were only going to need to be paid once, and at the end of my loan payments. I paid this fee for years and it never went toward any unpaid fee. It was being allocated to pay down interest. It did not even go towards the principal amount owed. I decided to ask about the fee after years of paying it, because I wanted to know how much more I owed in unpaid fees. I believed because I was being charged the fee every month, I must owe for making late payments in the past. Customer service informed that I did not owe any more in unpaid fees and that I did not have to pay it every month, yet I was never informed of this or told that it was meant to be a one time payment.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-09-14 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: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
In reference to my complain XXXX filed with CFPB on XX/XX/2021. CFPB closed my complain based on company response. that they mailed check to XXXX XXXX. 
I received email from XXXX So ( XXXX resolution for Bank of America ) ( case # XXXX ) and spent couple of hours with XXXX XXXX XXXX XXXX XXXX ( XXXX ) at my local branch, he left voice mail for XXXX at XXXX ext XXXX. ( The number provided in the response from BA ). I called this number and left voice mail too. I emailed them my concerns. No one called back, no one answered my email. 
In my correspondence I wrote that XXXX XXXX did not receive check that was mailed out on XX/XX/2021 and asked BA to check if this check had been cleared. 
If not, I asked them to stop payment on the check and issue another check to me or XXXX XXXX, XXXX check had been cleared, I asked to provide a copy of the check. 

I am really DISAPPOINED -- the way you've closed my case, you should do this based on the fact that the requester ( me ) got my money back, -- and the way BA handled my case. The payment was sent to them electronically and should be returned the same way. That's the way I understand " the original source '' and before they replied they should be sure that mailed check had been cleared .by so called " original source :..

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 2021-09-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
Hi, I took a loan with XXXX XXXX for {$370000.00} with loan number XXXX. Before i made my first payment in XX/XX/XXXX, it was sold to XXXX XXXX. So I made my payments with XXXX XXXX for XXXX and XXXX. The loan then was sold back to XXXX XXXX  mortgage in XXXX of 2021 and finalized on XX/XX/2021 and is now Loancare with a loan number of XXXX with balance of {$370000.00}. XXXX XXXX sent the XXXX payment back to loan care but kept the XXXX payment since i was still with them. XXXX however is saying i still owe them the XXXX payment. While XXXX XXXX is arguing that they are keeping the XXXX payment since i was still with them. XXXX closed the new account ending in XXXX and said that that loan is paid off. They made a mistake of closing the wrong account and want the XXXX payment. I have tried to resolve this problem with XXXX for the past 3 months with no resolution. 

XXXX/ Regards, XXXX XXXX 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 explanation
Consumer complaint received 2021-09-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
My credit profile is inaccurate which is not fair to me. Please investigate this and fix it. Im really XXXX and tired of these XXXX. Should there be any updates on my inquiries, Im gon na go to court

Company response to consumer: Closed with explanation