vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
After starting a refinance application with Quicken [ Id. XXXX ] I decided not to continue with them and notified them to that effect on XX/XX/XXXX requesting that they send me a copy of the appraisal for which I had already paid and terminate my application. They have so far not done this. They chose to harass me with repeated phone calls so I eventually blocked their numbers ; they mis-transcribed my email address and then claimed I was using wrong address so they could n't deal with me. Eventually I told them either send me the report or return my money by end of XX/XX/XXXX or I would make a complaint, which I am doing.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-15 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
My son filed for bankruptcy in XX/XX/XXXX. He has the same name as my husband, althought, he is a XXXX, my husband a XXXX. Somehow, Nationstar Mortgage attached my son 's bankruptcy to our mortgage. It took us 4 months to get it off our mortgage. We just applied for a modification thru Nationstar and it was approved in XX/XX/XXXX. Our son finalized his bankruptcy paperwork in XX/XX/XXXX and once again Nationstar attached the bankruptcy to our mortgage. At this point, Nationstar has our paperwork and mortgage so screwed up since it has a bankruptcy code on it and also is supposed to be in modification mode. They put me on hold from anywhere from XXXX minutes and either do n't get back on the phone or tell me they have to email someone about the situation and check back later. They have notes on the account from when this originally happened but I assume no one ever thought to read them. Also, my son is in no way, shape or form associated with our mortgage or any other of our financial situations. Did it occur to them to check the Social Security # 's. I want the bankruptcy code taken off our mortgage and I want all the paperwork affiliated with our mortgage straightened out. This is ridiculous and very incompetent on their part and also unacceptable. I can not believe this has happened a XXXX time.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
We requested mortgage assistance that would decrease our monthly payments and remove our delinquency ( such as a modification ), instead we were offered a repayment plan that doubled our monthly payment of {$1300.00} to {$2700.00} and had a balloon payment of {$13000.00} at the end of twelve months. We are having financial hardships and have had since XX/XX/XXXX when my husband lost his job because of the global financial crisis of XX/XX/XXXX. We have been going back and forth with Select Portfolio Servicing since to receive an affordable house payment. They did lower our payment from over {$2200.00} ( more than our income ) to {$1300.00}. Even though they lowered our payment, the new payment had a debt-to-income ratio of 70 %, leaving us without enough money to our bills. For over eight years we had built up debt to friends, family and neighbors that loaned us money and have struggled to repay the loans. Our mortgage servicer SPS has continually told us that there are investor restrictions preventing them from giving us an adequate loss mitigation program. We have read the pool servicing agreement and do not see this restriction. They also had claimed to participate in HAMP but treated all our HAMP applications as a non-government request and have not acknowledged that our request were HAMP. They also claim that there are investor restrictions against a HAMP loan as well. We submitted XXXX HAMP applications at the end of XXXX and were turned down on both. We are very tired of this ten year run around and wish to resolve our problems without losing our home.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
XXXX XXXX XXXX transferred my loan to Nationstar Mortgage. Nationstar will not allow me to register a new account online citing they do not have my account information. Calls to their help line have gone unanswered and I have remained on hold 2 and 3 hours with no response. I CAN NOT pay my mortgage and I have concerned they are engaging in fraud to delay registration and accumulate late fees.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-17 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Reinserted previously deleted info
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY

Complaint narrative:
This is in reference to XXXX Account # XXXX that was recently charged off due to late payments. My grandmother was XXXX, her name is XXXX XXXX - due to her illness, I had not choice but to quit my job and take care of her. I am back on my feet now, I settled all my debt, but unfortunately I did it on bad terms that are now haunting my credit history. Please help me remove the derogatory items from my credit report as was promised to me by the representative from the charge off company that took my payment and promised that my credit will now be fixed and the derogatory item should no longer show up as late. I am a young professional, and it 's very difficult for me to get a job or one day get a house because everyone is looking at credit reports these days.

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 2015-06-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I would like to file a complaint ( the XXXX time ) with Nationstar in regard to the MIP refund. We had received the resolution letter on XX/XX/2015 from our first case # XXXX and Nationstar promised me they would send us the MIP refund once FHA sent the money back to them first ( the refund had to go through the mortgage company first ). I called FHA XXXX to verify and they told me that the refund was submitted to Nationstar on XX/XX/2015. However, when I called Nationstar, they claimed that they still have n't received the refund from FHA yet as of XX/XX/2015. Could you please assist? This issue has been up for XXXX months and I 'm really hoping to get this resolved ASAP. Thank you!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-18 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: MD

Complaint narrative:
For the second time since XXXX 2016, the principal that was to be applied to my home mortgage was not and instead held in suspense. I am striving to pay my mortgage off within a year of XXXX. The mortgage payment ticket was completed correctly both times by me ( XXXX and XXXX ). The first incident involving the error took 3 weeks to correct and apply the payment to the mortgage principal. I received a letter from BB & T Bank dated XXXX and noticed that the full amount of the principal was not deducted. The payment amount was {$3500.00}. {$3500.00} is in now in suspense. This is disrupting my goal of paying the home mortgage off because BB & T is not applying the extra principal to the home loan. I am under the impression that BB & T is purposely holding the extra principal in suspense so that I will ultimately be paying more interest or someone is stealing money. This kind of mistake is unacceptable 2xs within 6 months. After contacting XXXX branches in XXXX, MD and the customer call center the issue is still not resolved. I received a statement dated XXXX and the mistake is not adjusted.

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 2015-12-07 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: ENCORE CAPITAL GROUP INC.
State: TN

Complaint narrative:
I began going through a divorce XX/XX/XXXX. After which I was unable to continue payments on my XXXX XXXX XXXX credit card. Once I was able, I began making payments to XXXX XXXX XXXX and paid the balance owed in full on XX/XX/XXXX. During this time period I received notice from XXXX Card Services that my account was delinquent. I notified them I was paying the dept to the original creditor and that it would be paid in full. At some point Asset Acceptance LLC purchased the debt as well. I wrote to Asset Acceptance and asked them to remove the information and I sent them a copy of the final payment I had sent to XXXX XXXX XXXX. In return they sent me the attached letter dated XX/XX/XXXX. I NEVER sent any payment to Asset Acceptance LLC. I have tried unsuccessfully to have this negative information removed from my credit file but they continue to report and re-date the file. They continue to knowingly report inaccurate information to the credit bureaus. Please help.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-29 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OH

Complaint narrative:
I have made serval requests for this already, If you look at the attachment - they are deducting for my home owners insurance to pay*** They have not paid in 5 years, but they are deducting from my account -I have had to pay agent directly - PLEASE HELP! 
Here is what I am requestingESCROW ACCOUNT! - and Escrow account ONLYPlease send me a copy of all " Escrow transactions '' for the last 5 yearsAllPayments ReceivedAll Payments made from my account along withCANCELED CHECKS FOR THE ESCROW REFUNDS YOU SENT ME! 

PLEASE READ CAREFULLY AND PROVIDE THE INFORMATION REQUESTEDCC : CFPB

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
I applied for a mortgage loan with Green Light Loans on a Re-Finance, after many weeks I was turned down because I had a late payment. I canceled the loan process. A few days later Green Light Loans re-initiated the loan process stating I only had to show {$10000.00} in liquid assets which I did through savings statements and a XXXX XXXX plan. I presumed in doing this that the initial late payment was waived as they reactivated the loan process. 
I then after a week received an email stating that they had tried diligently to get underwriting to approve the loan. It was underwritting request that we show liquid assets to finalize the loan? " deception '' .... 
so we were denied.. this company should not be making loan transactions.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: KY

Complaint narrative:
I paid off my XXXXyr XXXX mortgage on XXXX/XXXX/2015. Nationstar charged me interest through the end of XXXX. Per the Federal Register Volume 79, No. 165, Page 50835 24, CFR Part 20 ( RIN XXXX ) : interest is only allowed to be charged through the date the mortgage is paid. I have made multiple phone calls without any progress on my overpayment. Natoinstar 's customer service has no accountability and are grossly negligent. I will never do business with this mortgage provider again.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-27 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA

Complaint narrative:
I would like to place a complaint against SPS concerning my modification process, appeal, denial, practices, policies and procedures. For the last year in a half I have submitted XXXX modifications with SPS. Concerning some of the modifications, they have lost completely or miss placed paper work which have prolonged my modification and caused me undue burden stress and strain and resulted in me owing more on my mortgage and therefore getting further and further behind. I was instructed by sps not to make a payment until all the issues concerning my mortgage were resolved and that they would cease and desist all foreclosure activity during the modification process. SPS still continued with their foreclosure activity during my modification and request for information. I 've made several request to SPS for information concerning my mortgage, that have went unanswered and during these periods on two separate occasions, SPS has forwarded my mortgage file to an attorney to proceed with foreclosure. I filled a appeal of my denial for modification and sent in supporting evidence on why the values that they used were in correct when determining my homes value, i further explained that my home is and ADU XXXX affordable dwelling unit XXXX and it is governed by the counties rules and regulations listed in the deed. I have sent in QWR 's and have requested documents verbally which has been recorded and documented by SPS and myself specifically about my mortgage file, service file, and request for information. SPS has ignored nor answered many of the request that i have put forth. Some of the request if they were answered did answer the specific questions in the letter 's I sent. I have attached supporting documents that will provide a time line of what has happened.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-21 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I was initially laid off from my job of 11 years fellbehind in my payments from XX/XX/XXXX to present. ReqRequested a modification back in XX/XX/XXXX did not rreceive any information from loan servicer XX/XX/XXXX. I had to submit modification XXXX timesuntil representative acknowledge they were theyon XX/XX/XXXX. Then only to be told was n't there afterspeaking to different representative. This went onfor several mos. Always speaking to someonedifferent with conflicting information so I had tosubmit XXXX more time after that. My information wasmixed up with another individual and held up filefrom moving forward to next step. Had to send paystub XXXX times. Tax information was sent fax XXXXtimes to a bad fax number and email XXXX times. 
Lastly after all this just recently told mymodification application was submitted onold forms which they provided to me and Ineed to resubmit on new one this was XX/XX/XXXX I have not reached my selldate XX/XX/XXXX which I believe this was alldeliberate to steal my property withoutgiving me a fair chance to keep it.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: MT

Complaint narrative:
I submitted a request for removal of PMI from my mortgage loan with BB & T for my primary residence on XXXX/XXXX/2016. With my request, I submitted an appraisal from a licensed and certified residential real estate appraiser showing my current LTV ratio ( XXXX % ) was substantially below the required XXXX %. My request was denied with no reason provided. I called BB & T customer service but they are unable to assist as the mortgage insurance office is a back office function and does not interact with customers. I submitted a formal complaint to BB & T but have not been given a reason as to why the request was denied.

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 2016-10-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: MD

Complaint narrative:
My mortgage had remained with BB & T Bank since early XXXX when they bought my mortgage from another institution.I pay {$1100.00} as my mortgage and an extra {$100.00} that goes to my principal.My payment period starts XXXX day to XXXX day of every month which BB & T draws from my Account with the bank ( bb & t ) automatically.Incidentally, my XXXX XXXX mortgage was deposited into my BB & T account ( {$1300.00} ) cash around XXXX on XXXX XXXX, which is within my payment period.Surprisingly, BB & t slammed {$47.00} late fee, {$36.00} for belated automatic withdrawal on XXXX/XXXX/XXXX and another {$36.00} on XXXX/XXXX/XXXX when they collected the money that had been in my bb & t account cash since XXXX.When I called the Bank, the {$47.00} late fee was waived, but I am asking for complete refund the remaining {$72.00} which is still hanging.Please help me resolve this kind of shabby treatment particularly given to me by BB & T , as this is not the first time.Thanks.

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 2017-01-06 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
LOAN : XXXX High Urgency Notice of Error As Nationstar has been delinquent on paying my AZ property taxes for AZ Parcel # XXXX XXXX for last 18 month, fees and penalties have been applied and a TAX LEIN will be placed on my property and may put my property up for auction. ( address removed ) As I have called in and requesting information repeatedly ( over 6 times ) for updates since XX/XX/XXXX with no action or contact until I call in again or send information again. Additional AZ penalties and fees occurred XX/XX/XXXX because of inaction. NationStar has given me no assurances they will pay any outstanding taxes in the future. 

I am requesting all correspondence, information, notes, customer and escrow services members information, call recordings, any correspondence with XXXX be sent to this email address. It does not need to be provided at one time, but over the next 72 hours attn : Nationstar Loan # XXXX This has been an ongoing issue an 1 ) Nationstar needs to pay the taxes THIS WEEK and 2 ) do not ATTEMPT to charge/bill me any accrued late payment penalties or interest charged because of your delinquent payment. I am passing this information on to the federal Consumer Financial Protection Bureau. 

This is a breakdown of a process at Nationstar and effects my home and the children who live in it. This is not a joke.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I AM BEING DESTROYED BY THE BANKS, this has been going on for XXXX ( FIVE ) years and XXXX ( NINE ) months so far. Clarification : I do not want to live in my home for free, all I want is justice. I am a tax paying american mother who has worked harder than a " Peruvian Donkey '' to raise her XXXX children, put a roof over their heads and food on the table ( I 'm not perfect of course ). My mortgage was owned by XXXX XXXX in XXXX ). When XXXX went down, coincidentally I lost my job. XXXX XXXX XXXX XXXX XXXX ) took over our mortgage and told me they were going to help me with " Barack Obama 's Making Homes Affordable '' program. They never did. They told me on XXXX XXXX that they had lost my entire file after an entire year of waiting for the " Home Loan Modification ( HLM ) package '' in the mail, it never came, etc, etc, etc. Later on, XXXX substantially increased my monthly payments from {$1100.00} ( which I can not afford XXXX to {$1400.00}. What? Is n't the " Making Homes Affordable '' program about assisting homeowners in distress to make their homes AFFORDABLE? WHAT KIND OF HELP WAS THAT? After almost four years dealing with them, I told XXXX that I was going to sue them, Ha! TWO days later I received a letter from XXXX informing me that NationStar ( a glorified collections agency who calls itself a " bank '' ) would be servicing my loan beginning the following month ( by then, XXXX, XXXX, XXXX XXXX. This has been a nightmare, they do not want to assist in any way, they make arbitrary decisions without informing me, they lie to XXXX XXXX and every single call from them is to harass and try to scare me. All these years I have not made payments on my loan because XXXX told me no to, and now, after almost six years, the principal on my home is double the value of my property. How can I afford that? They say they can not reduce the principal because XXXX XXXX does not allow it, and that if my loan were with XXXX XXXX, they would be able to do so. Well, they are sueing me A-G-A-I-N to foreclose on my property. This is my home, I HAVE LIVED HERE SINCE XXXX XXXX, it is my only real estate property and I live in my home, I am not a lawyer. This ordeal has made me very, very ill, and I can prove it. I applied for Social Security XXXX XXXX XXXX and I am certain I will be approved. I have been tricked by fraudulent corporations, including a lawyer I hired called XXXX XXXX with payment arrangements of course to help me. I have lost XXXX {$6000.00} seeking help, heck, I am still paying the fees for nothing, crooks, that 's what hey are. Please I need help, I can not afford a lawyer and I have nowhere to go if I lose my home.

Company response to consumer: Closed with explanation