vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: GA

Complaint narrative:
In XX/XX/XXXX or XX/XX/XXXX of last year I called in to HSBC to set my account up on automatic payment. The representative stated that is something she could n't do over the phone and I would have to go onto the website to print and sign the form and mail it back in. She indicated that it would take some time to be entered into the system and she would " schedule '' payments for the months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX arrived and since I had n't printed, signed, and mailed off the form I then mailed a check in, since I was told I was n't on automatic payment and I had n't submitted the form. However on XX/XX/XXXX, I check my bank statement and see that my account is in the negative. It 's negative XXXX HSBC took out XXXX payments for the month of XX/XX/XXXX. I called in and was directed to the account rep over my account, I left her a voicemail. I called in again and tried to speak with someone else, but the rep indicated the the person on my account was the only person that could help. I called in again and explain my case to another rep. since I have n't heard back from the person over my account. This rep. decided to help me, he indicated that he could see double payment on my account but I would still need to fax in proof of double payment and wait. He indicated that they would give me my money right back and the process should take XXXX days. I got off the phone with and and faxed over the requested documents. The representative of my account called me back and she stated she heard my voicemail and reviewed the notes from the previous rep and asked if I had any more questions. I asked what are the next steps. She said the team would review and determine whether they should approve or decline my case. She indicated in cases where it 's been the customers fault they would normally decline to return the money. I told her that 's not what the previous rep told me and I had no clue I was on ez pay. She indicated I could submit a letter to customer resolutions but there is nothing else she could do. So, I 've made my decisions based off false information given to me by representatives of HSBC, but yet I 'm responsible for the consequences? How fair is this? My account is overdrawn nearly {$1000.00} and I 'm suppose to be ok with this??

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-27 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
I was delinquent on my credit card acct & entered negotiations XX/XX/XXXX with usaa credit card settlement dept to attempt to settle for less than balance due. on my first conversation i made an offer & usaa countered my offer. on the second contact with usaa a customer service rep named XXXX stopped negotiations when I countered usaa 's first offer with the same amt/percentage as my initial offer. XXXX stated that I could n't counter with the same amt/percentage. I was never told I could n't submit duplicate counters PRIOR to entering negotiations. after negotiations I filed a cfpb complaint ( case number XXXX ). I got a call the next day from XXXX of usaa & talked with him about the issue. the only thing that came of the conversation was that I got was his direct extension & he asked me to call him directly if any other problems should arise. Fast forward to XX/XX/XXXX, I re-entered negotiations with usaa to settle the same credit card debt for less than balance due & during the course of negotiations on 4 separate occasions usaa customer service reps took my identical offers and countered them contrary to what XXXX had stated XX/XX/XXXX. i finally reached a settlement agreement with usaa XX/XX/XXXX & am currently executing that agreement. I have XXXX issues, first issue that concerns me is 1 usaa rep XXXX may be operating contrary to usaa 's operating procedures versus the XXXX other usaa reps that are operating contrary to XXXX by accepting my same negotiation offer amount/percentage. the second issue is that since XXXX I 've been calling XXXX of usaa directly at ext XXXX a minimum of once weekly & leaving messages on his voicemail requesting a call back directly. to this date XXXX XXXX has n't returned any of my calls. despite my repeated attempts of calling usaa & requesting usaa reps email XXXX directly requesting he call me, I 've not gotten a call from XXXX. I believe my third issue to be the most important, I believe as a direct result of usaa rep XXXX actions of wrongfully ending negotiations XX/XX/XXXX, I 've incurred {$700.00} in additional mo pymts, interest & late fees to date that I SHOULD NOT have incurred. I want this issue resolved immediately by either XXXX or a usaa rep with equivalent or higher authority as XXXX XXXX contacting me directly & agreeing to adjust the final XXXX amount to no less than a minimum of a {$700.00} reduction.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-03 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: Navient Solutions, LLC.
State: NC

Complaint narrative:
my school loans used to be through XXXX. Now, it is called Navient. 
I prefer to pay by mail with monthly coupons. Navient failed to send me the 2017 coupon book to make the XX/XX/2017 payment on time. I called them in early XXXX and they told me they would send out the coupon book. after a few weeks, i called again because no coupon book arrived. during this second call, Navient told me they mailed it but it was returned to them. my address has remaining the same, no changes. when the coupon book arrived, i made the XX/XX/2017 and XX/XX/2017 monthly payments in one money order. now Navient has imposed late charges for not paying XXXX on time. 
more importantly, Navient is telephoning me on the following dates and times : XXXX XXXX am ; XXXX XXXX am ; XXXX XXXX pm ; XXXX XXXX am ; XXXX XXXX pm ; XXXX XXXX am ; XXXX XXXX am and today XXXX at XXXX : XXXX. these are calls with no live caller on the line, only a message for me to call them for an important message about my loan. because i am being harassed by these robo calls, on tuesday, XX/XX/XXXX, after recceiving the XXXX robo call, i telephoned the number left on the robo message.. the navient representative checked my account after i explained i made 2 months payment. he stated my account is current. i explained to him that these daily calls are harassing as i am current on my account. he assured me he would fix the problem. since that XXXX telephone call, navient has telephoned me on XXXX at XXXX ; XXXX at XXXX am and XXXX at XXXX am. 
how do i get them to stop harassing me? again, the navient representative advised me that my account is current as of XXXX. please assist me in stopping these harassing robo calls.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-24 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: ERC
State: FL

Complaint narrative:
ERC ACCOUNT NUMBERs : XXXX XX/XX/XXXX Address : XXXX, XXXX, FL XXXX Phone : XXXX Fax Numbers : XXXX Dear Sir or Madam : I am a victim of identity theft. I am demanding that you reinvestigate my credit file under the Fair Credit Reporting Act Section 611 [ 15 USC 1681I ]. You have no way to ascertain the legitimacy of my action without investigating the items in question. An identity thief used my personal information without my permission to open an account several account in my name this debt is not mine. I have enclosed proof of my identity and a copy of my Identity Theft Report. In accordance with the Fair Debt Collection Practices Act, I am asking you to stop collection proceedings against me and stop communicating with me about this debt, except as the Fair Credit Reporting Act allows. I also ask that you notify ERC or any company associate with this account # XXXX and tell them the debt is the result of identity theft. I have enclosed a copy of the Federal Trade Commission 's police report Notice to Furnishers of Information. It explains your responsibilities under the Fair Credit Reporting Act ( FCRA ). The FCRA requires that debt collectors give an identity theft victim documents related to an account if the victim asks. Please send me copies of all records relating to the account, including : date account open all sign original contract Account applications made on paper, online, or by telephone Account statements or invoices Records of payment or charge slips Delivery addresses associated with the account Records of phone numbers used to activate or access the account Signatures on applications and accounts Investigators report Please send me a letter explaining what you have done to : Additional stall tactics on the part of your organization will be reported to the Federal Trade Commission ERC acc # XXXX or any company associate with this account that the debt is the result of identity theft Stop collection proceedings against me Stop reporting information about the debt to credit reporting companies Provide me with the records I request Thank you for your cooperation. 
Sincerely, XXXX SOC SEC # XXXX DOB XX/XX/XXXX ADDRESS XXXX, XXXX, FL XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed
Consumer complaint received 2016-05-05 00:00:00
Product: Credit card — 
Issue: Credit card protection / Debt protection — 
Company: JPMORGAN CHASE & CO.
State: CT

Complaint narrative:
I ordered wine on my Chase Visa on " futures '' that was supposed to be delivered in 2-3 years. It turns our the vendor was engaged in a pyramid scheme which was discovered and they declared bankruptcy. I went to Chase to have the fraudulent charges reimbursed. They agreed to reimburse the charges made within XXXX days, but claim that Federal Banking Rules prevent them from reimbursing the charges past 536 days. I asked for clarification of what rules have been issued by the Fed that would prevent them from making good on this fraud, and they refused to provide any detail. I asked to speak to a supervisor ( named XXXX XXXX ) in the dispute resolution department to gain understanding of what federal statute would prevent Chase from reimbursement and was denied opportunity to speak with him. I asked for email address so I might contact him and was told that I could not have that either. And there does not appear to be any way on the Chase site to reach this person. If there is a Federal law or rule which prevents them from making good on this fraud, than I understand. But, I a skeptical that such a law or rule exists and their lack of willingness to provide clarity seems to support this view. The amount under dispute here is approximately {$16000.00}. Any help you can provide is very much appreciated.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Nelnet, Inc.
State: NE

Complaint narrative:
My loan is with Nelnet and XXXX owns the note. I make my payments to Nelnet. I have been paying the loans for over 20 years since graduating from college in XXXX. I did have a couple deferrals and struggled to make timely payments when our daughter was XXXX and the high medical expenses we incurred XXXX. Over the last 10 years have made consistent payments and nothing is going to principle but all interest. My original amount principle amount was {$39.00}, XXXX and my current balance is {$63000.00}. My current Nelnet statement shows : Total principle paid through XXXX/XXXX/XXXX ; {$26000.00}, total interest paid through XXXX/XXXX/XXXX ; {$25000.00}, Total amount paid through XXXX/XXXX/XXXX ; {$52000.00}. This does not add up and I continuously ask for assistance in researching my loan and why my statements continue to show " XXXX '' to principle and my entire payment of over {$600.00} goes to interest only. I am frustrated and want to make due on my student loans and feel I have with the amounts I have paid. I am being taking advantage by this unlawful practice. Can you please help me investigate so I can get some resolution on how this is possible or legal to do to any consumer?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-09 00:00:00
Product: Mortgage — Other mortgage
Issue: Settlement process and costs — 
Company: Ocwen Financial Corporation
State: MD

Complaint narrative:
This is not a complaint per-se. This new case is submitted merely out of our need to have this matter mediated / witnessed by a third party ; based on previous interactions with Ocwen. 

We see that the latest notification letter received, dated XXXX XXXX, 2016, attached to the current agreement for the short sale, gives 14 days from its date of drafting for homeowners to apply for the HAMP in lieu of finalizing settlement on the buyer 's purchase. We foresee being able to assume the HAMP loan in the very near future, after we are placed in the jobs we now seek, with the provision of the payments not being substantially more than what they were quoted to be in the XXXX XXXX, 2016 offer. 

Though our MD HOPE Program attorney, XXXX XXXX XXXX of XXXX, XXXX and XXXX XXXX, has been absent from work for a few days because of some pressing concerns of his own ; he is still very much in charge of our dealings. However, we are launching the request to cancel our short sale through this venue and the other corresponding method in the interest of time. He will resume administrating our affairs shortly, and again ; all correspondence from Ocwen and its associates must pass to us THROUGH XXXX XXXX. 

If we have signed something which binds us to the settlement we will call on the fact that we are still within the 14 allotted days for changing our course. The ultimate objective of this arrangement ( which is under the auspices of the HAMP / HARP program ) is to help the homeowner keep home ownership if at all possible. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-31 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Taking out the loan or lease — 
Company: Santander Consumer USA Holdings Inc.
State: GA

Complaint narrative:
Hello my name is XXXX, my husband and I have a XXXX that we financed through SANTANDER CONSUMER USA. We got this truck back in XXXX. In XXXX I became ill and had to stop working leaving all the bills on my husband. On XX/XX/XXXX the truck was repossessed. Santander gave us ten days to get it back and get it back in good standing. This past XXXX XXXX my husband and I where trying to get a house only to find out that they had charge this loan off as a bad depth after we paid to get the truck back. Since then we have nweot been able to make any major purchases because of this. The truck is still in our possession and we are still making payments. This account has been charged off for two years

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: OR

Complaint narrative:
I am not 100 % sure if I have submitted this before. I read of action you are taking against XXXX, part of Sallie Mae, which prompted me to send this in. I missed out on 6 years of potentially PSLF eligible payments thanks to their ignorance or deception - whatever it was. I have always been a pretty savvy and inquisitive consumer, so I look to learn all I can and make informed decisions - which Sallie Mae never made easy. 

I was on a 25 year repayment plan starting in XXXX to keep my payments manageable. They said my payments may go up if I went for IBR, but then never gave any guidance on how to learn what the new payment would be based upon my income so I could know if it was a wise decision or not. I checked with them about once a year to see if any new programs that would help me existed, but it felt like they wanted me to either stay on my plan, or move to the 10 year standard repayment. Information about any other plan always seemed to be presented in a discouraging way. For example, when I asked about IBR, their guidance was just to move to the new plan, and they would tell me what my new payment would be when they figured it out. I could n't afford to gamble on my payments going up too much above where they were, so I did n't. Turns out years later and with a much higher income on PSLF, my payments are STILL lower than they were on my 25 year payment plan! My suspicion is that if Sallie Mae 's records of my payments from XXXX till I consolidated with Direct Loans in XXXX and compared them to my tax returns, many if not all of my payments would have been PSLF qualifying. 

Sallie Mae never mentioned that with IBR there was a cap on number of payments ( 20-25 years ) then any balance left was forgiven - they made it sound as if you had to keep paying till there was a XXXX balance - or perpetually forever in many cases. Since my monthly balance is higher each month thanks to the lovely miracle of compound interest, my spouse and I are counting on future PSLF forgiveness for the sake of our potential to weather old age as a childless couple. ( We do n't have kids because we ca n't afford to, nor do we own a home where we reside because the market here is too expensive. ) Sallie Mae also said for PSLF you had to refinance to Direct Loans ( XXXX - XXXX services my loans now ). I was also aware that my interest rate would go up up I refinanced, so I was reluctant to do so without good reliable information - which they were not good about supplying. 

Does this action go against Sallie Mae, or just XXXX division? 

Please share this as appropriate. I would love to have my story help someone else avoid these pitfalls! Thank you for what you do for consumers - you are truly and deeply appreciated!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-03 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: TN

Complaint narrative:
I have requested to release my cosigner for the last three years to no avail, even though I have followed all of their requirements and met their terms including two years of on-time payment and credit score. When I was denied the first time, they told me I had all of the information and on-time payments, but did not have the credit score. When I asked what the credit score needed to be, I was told that she did n't know and could n't tell me. The second time I was denied, I was told that I had late payments, even though I did not. I was then told I did n't have the credit score, though my credit score had increased by XXXX points. The third time, the customer rep told me she did n't understand why I had been denied the XXXX previous times and I should have been approved, but she would get back to me. I never heard from her again. I am submitting another request on XXXX. I have also requested to have late payments removed from my credit report as I was not late on several months listed - XXXX and XXXX. I was supposed to have a forbearance that they made me take. Additionally, I asked for other options other than forbearance due to unemployment and was told I had no other options.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-13 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: NJ

Complaint narrative:
When my loans first went into repayment, I tried to refinance with Navient, but they would not help in anyway. My monthly payment was over {$1200.00} a month and they said if I could n't meet that, that the loan would just go into default. I struggled with monthly payments which affected my credit. 

Then, when I my interest rates started to go over 10 %, I pulled from savings and asked family to help pay off the loans because the interest was so high. One of the checks that a family member had gifted me, I sent to Navient with instructions on how to apply it to my students loans and they misplaced the check. They received the letter ( which was in the same envelope as the check ) but had no proof of the check. I then had to contact my now deceased grandmother 's bank to get proof of the check and show it to Navient. The bank luckily had a picture of it ( which they said they would only have if someone deposited the check, meaning Navient deposited it ) so uploaded it to my Navient account. 

Navient is still delaying processing the payment, saying " they need more time to research the payment '' and wont even give me a timeline for when they think it will be complete. This has been an ongoing issue for over two months.

Company response to consumer: Closed with non-monetary relief