vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: TN

Complaint narrative:
I have an ongoing dispute with RoundPoint Mortgage Servicing Corporation XXXX. 
XXXX, NC XXXX https : //www.rpmservicing.com/ Phone XXXX RoundPoint XXXX up my escrow account and trying to make me pay extra {$500.00} per month ( they included our property taxes in the escrow account while based on the closing agreement we pay them on our own ). I called company at least 4 times to resolve this issue and at this point I 've been told a million things by their various employees claiming everything from " I do n't have to pay until receive a new escrow statement analysis and new invoice and your late fees will be waived " to ' you have to pay full amount anyway '' Recently I 've got a new escrow analysis statement, but they again XXXX it up made it effective just XX/XX/2017 and I 've got a new invoice with wrong amounts for two month now and a late fees. Could you please help me in this matter, your help will be highly appreciated.

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 2016-11-10 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: KEYCORP
State: VT

Complaint narrative:
Key Bank bought out first Niagara, where my car loan was held. Checked Key Bank account, no pending debits, so I paid my {$440.00} car payment on XXXX. They autodebited {$440.00} that same day. Called 2 days later on XXXX : horrible customer service, said they would call me back when someone who could reverse charge was available. Never called back. I called them on Monday XXXX. Staff person was knowledgeable, but said I might not see the amount come back until XXXX/XXXX/16. Seemed like a long time to wait, but fine. Today, XXXX/XXXX/16 -- no money credited to my account. Called Key Bank. Was put on hold for 35 minutes ( the recording warned of 3-6 minute waits ). Was told that because I do not have a Key Bank checking account they have to mail a check, which they will do on Monday. This is a long time to wait, and I did n't get the same answer out of any XXXX people. I 'm still not convinced I will receive a check next week. Nowhere on my account can I see that auto debit is set up, but the woman on the phone assured me it was.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-11-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: IMPAC MORTGAGE HOLDINGS, INC.
State: NJ

Complaint narrative:
1. On the basis of CashCashcall web ad, XXXX XXXX/XXXX/2015, I filed the application online for 15 year fixed 2.75 % mortgage loan with no closing cost. 
2. Cashcall sent me the confirmation but without the rate lock. Then again changed the loan rate at 2.875 % for 15 year fixed with {$990.00} Cashcall Lender fees but again no lock-in rate. 
3. on XXXX/XXXX/2015 I talked to XXXX XXXX XXXX XXXX Cashcall and asked to match the rate & terms offered by Quicken loan i.e. 2.875 % fixed 15 year mortgage with {$170.00} lender fees. He asked me send their e-mail so that Cahcall will match XXXX Loan rate & terms. 
4. My e-mail of XXXX/XXXX/15 indicated to Cahcall that even though Cashcall Ad shows 2.75 % 15 year Mortgage with no cost, why their disclosure shows it at 2.875 % for 15 year loan with {$990.00} fee cahcall total fees. 
5. How ] ever, e-mail of XXXX/XXXX/2015 indicated that the total money required at closing would be {$140000.00} while the title company XXXX Form shows these as {$130000.00} which exclude the Cashcall fee plus the home insurance cost which would definitely be much less than {$15000.00}. I asked the loan processor XXXX XXXX XXXX to provide the detailed explanation for this difference but so far he has not provided me the detailed explanation. 
6. Cashcall e-mailed that they did approved my loan but so far failed to provide me the final commitment letter with their promised fees of only {$170.00}. They are using the delaying tactics of asking the XXXX forms of the stocks which I do n't even own now. Well, they e-mail me of XXXX or XXXX at a time asking for the same documents copies which I already gave before. Thus filing to provide the final commitment and the detailed expenses as per their oral promise and making sure that just couple of before the closing they would jack their fees extensively and forced us to p [ ay much higher expenses that their initial disclosed XXXX plus failing to match the promised quicken loan rate and terms. 
I believe that such practices are not only unethical but may be even illegal. Hence, I seek your immediate help on this matter.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-08-16 00:00:00
Product: Credit card — 
Issue: Balance transfer — 
Company: KEYCORP
State: CO

Complaint narrative:
I used a convenient check to transfer a balance to my KeyBank credit card in XXXX 2016. The check and promotion flyer indicate that the check needed to be used by XXXX/XXXX/16 to qualify for the promotion. The check was used with another provided in the amount of {$9300.00} and posted on XXXX/XXXX/16 to the account. KeyBank processed the payment in their system on XXXX/XXXX/16, resulting in them not applying the promotional APR of 0 % or the balance transfer fee of 3 %. Instead, I incurred a balance transfer fee of 4 % and have incurred a monthly APR of 11.24 % for XXXX and XXXX. I originally called on XXXX/XXXX/16, spoke with XXXX, and was told that the check had to be processed by KeyBank by XXXX/XXXX/16, not that the check had to be used by XXXX/XXXX/16. I asked for a review of my account to reconsider since their flyer states the convenience check needs to be used by XXXX/XXXX/16 and the transaction must post by XXXX/XXXX/16. I was provided a ticket number and told I would receive response within XXXX5 business days via cell phone or my mail. I placed a followup call on XXXX/XXXX/16, spoke with XXXX, and was told there was no response available and that the original supervisor who created the ticket would need to look into and call me back. I was promised a call back on XXXX/XXXX/16. I placed a second followup call on XXXX/XXXX/16, spoke with XXXX again, and was told there was still no response to the ticket. I requested that XXXX look into the issue and call me back since XXXX had not called me back after XXXX phone calls. I was told I would receive a phone call back with a status. I still have not received a call back or a response via mail. In the mean time, I have incurred fees that I believe are incorrect and should be reviewed totaling {$250.00} as follows : monthly interest in XXXX ( {$86.00} ) and XXXX XXXX {$74.00} ) along with a convenient check fee of 4 % ( XXXX ) instead of 3 % ( {$270.00} ). KeyBank is clearly not going to resolve the issue despite numerous followup calls on my part.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-08-14 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: KEYCORP
State: IN

Complaint narrative:
Key Bank reported forgiveness of student loans to me as cosigner, which would be reported as my income to the IRS on Form XXXX. This process is a duplicate of the same forgiveness in 2011 for which I have the Form XXXX reported then.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-23 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: KEYCORP
State: ME

Complaint narrative:
Key Bank recently took over First Niagra. On XX/XX/XXXX, I contacted Key Bank as I had n't received anything from them since the changeover. I had made a payment on XX/XX/2016 and one on XX/XX/2016. This should have taken care of XXXX and XXXX payments. I was told by the man I spoke with " XXXX '' that he could see where I had made the XXXX payments but the XXXX on XX/XX/2016 was not credited correctly to my account. He told me that it was due to the change over and he was submitting it to the correct department to have it applied correctly and it would be fixed in 2-3 days. He assured me that it was due to the changeover and my account was fine and I did n't need to worry. On XX/XX/2016, I received a statement showing I am a payment late and I owe them {$740.00} this month. I immediately called KeyBank and spoke with XXXX. I got the same answer from him that the payment had n't been credited correctly and he was submitting it to be fixed and it would be taken care of in 2-3 days. I told him that is what the last guy told me and it still is n't fixed. He said he would follow up on it and call me the following day at XXXX. I have him my cell phone number as I would be at work. At XXXX the next day, I still had n't heard from him so I called the customer service number again. He stated he had n't heard from that department yet and would call me later in the day. When I got home from work I still had n't heard from him, but there was a missed call from collections on my home phone. I called the customer service number again and was told that they were working on it. I asked for a supervisor. I could n't quite understand her name. It was either XXXX or XXXX. She gave me a reference number of XXXX to use if I needed to call back. She also gave me a documentation number of XXXX and said this was the verification that I had made the payments. She assured me that it was being worked on. Today, XX/XX/2016, I received another collection call. I immediately called KeyBank. I again got the same story. I said this need to be fixed today and asked to be transferred to the department that was working on it. I was told that they do not have the ability to transfer to " the back office ''. I asked for a supervisor and was told there was n't one available. I said I would hold until one was available, and was told that a supervisor would not be able to give me any further information than what I already have. She refused to give me a supervisor and did not give me her name.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-01-25 00:00:00
Product: Debt collection — Medical
Issue: Communication tactics — Frequent or repeated calls
Company: GLA Collection Company, Inc.
State: KY

Complaint narrative:
Gla Inc. Repeatedly calls my cell phone every day, at least five times per day. Gla is XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-27 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: SCA Collections, Inc.
State: CA

Complaint narrative:
Recently I was applying for a mortgage and discovered I had a {$200.00} collection for a PAID medical bill with XXXX XXXX CLIENT # XXXX, XXXX # XXXX. 

I paid {$200.00}. My insurance paid {$160.00}, therefore, the bill was overpaid. I was refunded {$160.00} AND XXXX put me in for collections with SCA Collections Inc -- XXXX NC. XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-01 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Frequent or repeated calls
Company: Credit Bureau Collection Services, Inc.
State: PA

Complaint narrative:
They call every day, sometimes twice in a day.I tell them it 's a new number from XXXX and that they want the former owner of that number.They always say sorry and that it well stop.But it does n't.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-10-20 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Global Credit & Collection Corporation
State: CA

Complaint narrative:
Since the beginning of XXXX 2015, Global Credit & Collection Corp has been leaving voice mail messages on my answer machine that they are a debt collector and I need to call them at XXXX. They have called at least XXXX times. I do not have any debt so this is either a scam or a call to a wrong number.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-13 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Threatened to take legal action
Company: SECURITY CREDIT SYSTEMS INC
State: IL

Complaint narrative:
I received a call from Security Credit Systems , Inc XXXX twice to my direct work line. I 've already requested that they do n't contact my employer last year. I received a call today and the collector threatened to contact my company about my debt. I know that he is unable to do that. He was rude and railroad me. After I asked him again to not contact at my place of work. Caller refused to tell me what the debt is for.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-20 00:00:00
Product: Debt collection — I do not know
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: First Data Corporation
State: MI

Complaint narrative:
I received a letter which was a notice of unpaid electronic fund transfer. The letter did not state who this debt was owed to. They indicated the amount due was {$270.00} with a late check fee of XXXX bringing the total to XXXX This company has paid {$3.00} XXXX dollars in the past for fraudulent activities.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-20 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Union Adjustment Company, Inc.
State: CA

Complaint narrative:
I received a collection notice from " UNION ADJUSTMENT CO '' regarding debt amount of {$4200.00} on behalf of " XXXX '' at XX/XX/2017. 
The notice asked to pay the total mentioned amount or dispute by mail within 30 days, so the dispute letter has been sent at XX/XX/2017 by certify mail. 
But according to the " XXXX '' report the collection agency opened collection account by the end of XX/XX/XXXX on " XXXX '' and then couple days later they opened the same account in " XXXX '' as well. 
Please consider there is no remaining balance between me and original creditor which is XXXX and i did not receive any bill before and certainly there is no strong documents to proof their claim like court order or something like that. 
Its like their abusing regarded laws and trying to collect money by partnering with collection agency which is obviously unlawful and potentially can be sued in court.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-07 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Commercial Acceptance Company
State: MD

Complaint narrative:
I have established my credit over the last eight years and settle are open and confirm debits with all my creditors. However, I keep getting random collection letters from various companies claiming I owe some other company I have never down business with money. In this instance the company CAC ( Commercial Acceptance Company ) is claiming I owe a bank named XXXX XXXX in the amount of {$250.00}. I have never had a banking relationship with this bank or its subsidiaries. This collection agency does not provide any proof of debit or that they have the correct party, nor do they offer federally required disclosures with the notices they send.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-04 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: First Data Corporation
State: TX

Complaint narrative:
We had recently signed up with First Data to process credit cards. On XXXX/XXXX/16 we ran XXXX transactions totaling {$25000.00}. After a week, the money was still not debited to our bank account. I called customer service who directed me to risk management. After several days of calling and leaving messages, I reached XXXX who said they had closed our account because the phone number she had for us did n't work. She said they could not re-open our account and the money was in a holding account. I asked how we could get the money out of the holding account, and she finally said she would refund the money to the customers. After a week went by and the customers had not received refunds, I started trying to reach XXXX again ( as well as her manager ). On XXXX XXXX she finally called me back and told me the computer would n't let her refund the money, so she was going to try to process it through to us, but she needed copies of the invoices with the customer contact information to do so. I emailed them to her that same day along with a request to acknowledge receipt of them. I have not heard back from her since, despite leaving messages with XXXX and her manager nearly every day since then. They are still holding the money.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-29 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: The CMI Group, Inc.
State: IL

Complaint narrative:
XXXX cable sent us a bill for service at a XXXX address on XXXX. We never lived there and disputed the debt in writing on XX/XX/XXXX with XXXX, XXXX, XXXX, XXXX, and XXXX. The credit agencies deleted from our credit report. In XX/XX/XXXX Credit Management sent us a collection notice and they had changed the address of the original charge to our correct address without any account info on the bill. Credit Management falsely made the bill look as if it were attached to our current address. We have never lived at XXXX in XXXX and I reported the incident as identity theft to the credit agencies.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Shellpoint Partners, LLC
State: AL

Complaint narrative:
I recently paid my mortgage company the amount they said I owed in arrearages to stop a foreclosure sale. As of today, they are informing me that the sale is still scheduled and they have not returned my payment.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-25 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: JH Portfolio Debt Equities, LLC
State: WI

Complaint narrative:
I am filing this complaint in hopes that your CFPB can assist me in resolving an unfair business dispute between my company and XXXX. 
We had salesman contact us from XXXX and offer us an attractivesolution to our advertising needs. However as it turned it was n't. 
First and foremost their salesman flat out lied to me and when hewas questioned about it, he told us we could get out of the contract for {$300.00} I cancelled within 3 days and theirsalesman kept putting me off with excuses and promises. 
The product is inferior and misrepresented. XXXX did n't let out of thecontract until 3 months later and now they say I owe them {$2900.00}. They keep putting off the customer until the bill is racked up enough for them to make money. Also the salesman that signed us up no longer works there which is who made the offer to begin with. Please help.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
I recently purchased a home and used a mortgage that is now being serviced by Shellpoint Mortgage. While there has been no fraud or illegal action of any kind, I simply want to complain about the extremely poor level of service and lament the fact that as a mortgage borrower, my options are completely shut down. If I am unhappy with many other financial products, I can do business elsewhere. Now that I am stuck with Shellpoint, I have no choice unless another company buys my loan. 

The poor level of service has to do mainly with their complete lack of communication. On their website, email contact info is provided with a commitment to reply to the email. I 've sent emails on at least XXXX occasions and have received no response in 4 months. Due to my need to follow up, I 've also called to address various things and while I get someone on the phone, when something has n't been done, they simply tell me they do n't know why and escalate the request. 
Today, I asked for a supervisor to just share my experience and was told no one was available. 
Right now, the issue is that I received a late notice from the XXXX for a portion of the tax bill due. I immediately brought this to Shellpoint 's attention around XXXX XXXX, shared with them that the due date was XXXX XXXX and was assured it would be addressed in time. 
Foolishly, I trusted this would happen. I called today XXXX XXXX XXXX ) and was told that it had not been done, was still being reviewed and had no idea why it was still unresolved. Again, my concern about the tax bill would be escalated. 

It would be great if there was some way to take my business elsewhere but I understand that the mortgage market is complicated but how else do we hold a poor servicing accountable?

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-28 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I fell behind in payments because our XXXX failed, my husband and I were both XXXX employed and as economy got bad, XXXX business was no longer bringing income. we applied for loan modification a few years ago as we were working and able to start making payments again. I hired an attorney to help with the loan modification but it failed. I was told that my house is not worth the amount of the loan so I ca n't get modified. why was n't I offered a reduction or deferment so I can keep my home. I have enough income to make the mortgage payment.,

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation