vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-12-07 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: FL

Complaint narrative:
In XXXX, my loan servicer was transferred from XXXX to American Education Services http : //www.aessuccess.org/ In all of the years in which I 've paid my loans ( nearly a decade ) I 've never had so many issues with the transfer of information, data, etc. I have filled out their online form for direct debit three times, endured customer service representatives lying to me about how my transactions were processed, received several pieces of mail in which they stated my interest rate had changed ( it had not ), and all the while there were several interactions in which supervisors told me that they were researching my account to see what happened ( while keeping me on hold for approximately 20 minutes ) without receiving an answer.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-06 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: DC

Complaint narrative:
I am a XXXX and have worked full time since 2012 aside from maternity leave. I was fortunate to qualify for XXXX Loan Repayment through XXXX and XXXX which helps me make payments for 3 years, providing me more money each month than I am required to pay to FedLoan Servicing. 

Recently I submitted my Public Service Loan Forgiveness ( PSLF ) certification but was shocked to see that I have only made XXXX qualifying payments in the 4 years that I have been working at my XXXX. FedLoan Servicing 's justification is that the extra money that I paid on top of what was due, automatically was put towards the next month, disqualifying ALL of those payments from PSLF. 

For each month I made payments from between {$2800.00} and XXXX each month, while only required to pay {$720.00}. My bills however show {$0.00} due every month. 

I find it outrageous and disheartening that by default, overpaying your bill each month would result in " Paid Ahead '' disqualifying payments from the PSLF program, unless I had taken additional steps to personally request that the money not be put towards the following month. I feel like the last 3 years of my payments have been wasted, and my XXXX program actually extended my PSLF months. 

This results in 3 years of additional payments, which is real money. It results in me being locked into a qualifying employment situation for XXXX additional years, all because for a period of time I was able to pay extra. I find it unjustifiable that by default, extra payments have negatively impacted my life.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-06-28 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: CA

Complaint narrative:
American education services took over my XXXX private student loan. When this took place a couple of years ago, I received a letter from them explaining they would be servicing my student loan. I am XXXX and can no longer work and have been fighting to get my student loan forgiven. Whenever I contact AES to ask questions about what help there is when I can not afford my payments, I am told there are none. When I ask to speak to someone with XXXX, I am told there is no way for me to do that. absolutely no one gives me answers. I need help and there is none with either company. I need help, and it wouldbe nice if someone explained exactly what XXXX AES Does do.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-13 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: CO

Complaint narrative:
Suntrust Bank handles the donations that people give us for our non-for-profit. We mailed in a cash donation along with a check that had been handed to us from a donor. We mailed it as certified mail to ensure that it would arrive at the bank. The USPS has record of delivering the envelope with cash and check in it. The USPS declared after a corporate investigation that Suntrust Bank had received the envelope. The envelope with the cash and check is missing. The check was for {$2000.00} and the cash was {$500.00}. The check has since been cancelled, but the cash is still missing. My complaint is that we are out {$500.00} dollars cash, from what looks like theft while in Suntrust 's care or negligence from Suntrust by losing our deposit. Suntrust will not take responsibility for the money. Suntrust will not take responsibility for losing the envelope, the check and the cash. I have record of it being delivered to Suntrust bank by the USPS.

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
Consumer complaint received 2015-12-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
I have a mortgage with Sun Trust Bank ( Mortgage # XXXX ) that was issued in XXXX 2015 that includes escrow payment. I was therefore shocked to get a delinquent taxes notice from the county on the same loan for {$2700.00}, plus penalty and interest payments for {$130.00} ( total {$2800.00} ). 
I called Sun Trust to complain about the late payment assessment in XXXX, I was transferred to several people, and none of them were able to provide a reason why a loan with an excess escrow balance could be assessed a delinquent tax penalty. 
Sun Trust then sent me a statement and check ( for {$2500.00} ) one week after I complained about the delinquency assessment stating that my account has excess escrow payment in it. 
I called Sun Trust again today XXXX XXXX/XXXX/2015 XXXX to follow up on the matter, and after over 1 hour of being transferred to several employees, none whom were still able to explain the delinquent penalty of {$130.00}. They finally tried to claim that it was my fault because I should have been following up with taxes authorities to make sure that property taxes were timely paid. Is a mortgagor responsible for timely payment of escrowed amounts for a non-delinquent mortgage?

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Settlement process and costs — 
Company: MIDFIRST BANK
State: FL

Complaint narrative:
I recently had a flood in my home due to faulty XXXX, my laundry, bathroom, back bedroom and living room had all water damage. My insurance company quickly came provided me an estimate of damage along with a check for XXXX in turn I needed to have submitted to my mortgage company to have them endorse and return the funds. Midland Mortgage asked for the following information : Endorsed check, insurance estimate ( all pages ) and receipts of items purchased. I sent all items requested and they confirmed receipt of all documents on XXXX which was a long time since I mailed them over night on XXXX. I felt it was unsafe for me and my family to wait for the money to be dispersed by the mortgage company so I went ahead and purchased all the materials and paid to have the work done with my savings. It has been approximately 15 business days since they claim they received the documents according the to post office they received them on XXXX ( which that would be 21 business days ). I have contacted Midland Mortgage repeatedly to ensure I sent them all the correct documentation and that my claim was being processed I was advised all documents needed were received and they would begin processing it. I was first told they were working on it, I paid my mortgage payment on the XXXX of XXXX and called on the XXXX to follow up in a weeks time and they than told me that they just started working on it and it could take up to 20 business days to process. I called today 14 business days after they claim they received the paperwork and was told I would have to wait at least another 7-10 business days for processing than at that time a decision would be made. I do n't understand what decision has to be made? My mortgage payments are up to date, the damage has been fixed all of it, my insurance company worked quickly and provided me the monies to avoid a mold issue, luckily I had the savings to cover the cost if not my family and I would be living in a house that would be prone to mold. Midland mortgage should not have the right to hold the money that is rightfully mine as I pay for my insurance as I am not behind in any of my payments, especially if the work is already completed.

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 2016-11-04 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: PA

Complaint narrative:
I have contacted AES on numerous occasions to discuss my large monthly private school loan in an attempt to reduce the monthly payments. My monthly payment is XXXX and I can not afford this therefore I am late on the payment. Each time I contact them, I am told that there is nothing they can do for me except 3 months at a lower rate of XXXX but with a XXXX upfront payment which I do not have. I have been struggling with this payment and company for 6 years and they will not assist in any way. Because this is a private student loan they do not offer income based programs or any type of reduced payments. If I was a public assistance recipient I would not have this issue which I think is prejudice towards me. If I had known how this company deals with their customers I would have never went to college and obtained a XXXX XXXX. I would have been better off working at a local XXXX. I am very upset and discouraged with our education system and their unwillingness to help. my husband and I both work full time and have not been able to even purchase a home. My payment far exceeds what a mortgage would be. Again it is either pay this large monthly loan payment or do n't eat! there is no way around it. I have cosigners on these loans one of which is my grandfather who is XXXX XXXX XXXX, on a very tight monthly budget and AES constantly harasses him for the payment. I have requested cosigner releases many times but denied. I have other loans with ACS and I contacted them and they were able to reduce my payment plus wipe out the past due and start new in XXXX. I was on the phone with them a total of 10 minutes and it was complete. I was on the phone with AES for over an hour with no results or assistance. If XXXX can help why cant AES. I 'm not sure what can be done but I will continue to pursue this issue and contact my local representatives or whomever to resolve this. 
attended XXXX/ XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: OK

Complaint narrative:
I am writing because of a situation I have tried to rectify for over 5 years now with absolutely no help by FedLoan and its arbitrary, irrational policies. I am a teacher in Oklahoma and get paid once a month on the XXXX of each month. I can not change that fact ever- it is the way my school district- XXXX XXXX Schools in XXXX County , Oklahoma does it. Several times since I have, through every means, tried to get my payment due date scheduled on or after the XXXX to ensure I incurred no additional fees. I have been told by CSR 's and their Supervisors that the date can not be changed given my plan- what plans can change and why ca n't I. I was never told this at any time when signing up or re-certifying for my plan- Income Driven Repayment. The website says clearly if I 'm having trouble to ask through email and they will change the due date- just not for the poorest of us loan-holders! I asked verbally during the process and again later in at least 6 different emails sent through the FedLoan portal for a change to this due date from the standard XXXX to the XXXX or later. I sent an email in XXXX and 2 more in the last week asking for a change. I have already paid over {$200.00} in fees resulting directly from the timing of these payments. I signed up for Direct Deposit hoping it would allow me to change this date but to no avail. They would n't cancel that for me either when I asked saying 3 business days are needed ( Fri, Mon, Tue ) so I 'll be out hundreds again this month due to this due date! I can not understand why 1. It is such a difficulty to change the date for me and 2. why people who are at highest risk of default are being forced to adhere to a due date which incurs regular financial harm? They always say I had to change it when re-certifying and I asked them to and they said I must make a payment 1st then I could- not this new excuse. I have been lied to throughout this process and simply do not understand why I am being forced into an even worse financial situation each month by a simple due date that ANYONE should be able to change at their will!

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-10-17 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: NJ

Complaint narrative:
I am the cosigner parent of a loan with XXXX XXXX XXXX XX/XX/XXXX. Loan agreement terms ended XX/XX/XXXX. Payments began XX/XX/XXXX to current. XX/XX/XXXX I requested consideration for cosigner release. Request denied for insufficient payments. 48 are required. XX/XX/XXXX I applied again. Request denied for forbearance applied. I submitted proof to AES of all payments from XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX and 18 month pay history for XX/XX/XXXX. I sent all these bank statements which has only my name on the account and a copy of my loan agreement that i signed in XXXX with XXXX. No one requested a forebearance. I made the payments from my account. I identified my daughter had worked while attending college all of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and current. The forebearance could not apply in this case. AES forwarded a account transaction summary showing 3 cosigner payments applied in XX/XX/XXXX, 4 cosigner payments in XX/XX/XXXX, 10 cosigner payments in XX/XX/XXXX. I handled these transactions from my account to ensure AES would receive payments while my daughter was building steady employment history. The payments came from one account, all. Checks. My contract with XXXX was sold to AES in XX/XX/XXXX. My contract does not say loan servicing agency reserves the rights to misleading cosigner release advertising.. Close to XXXX has been credited to this account. I asked how can I accomplish cosigner release benefits. The account transaction summary was the reply. This must me illegal to apply payments this way without terms and conditions consent from AES to us to agree or decline. I found out the loan was sold when AES falsely denied my request for release. I spoke to a local XXXX branch about this. I learned that XXXX does not make cosigner release decisions because the loans were sold. The AES representative told me XXXX decides because I challenged the incorrect forebearance denial & payment schedule denial. I 'm concerned both myself and daughter will be a financial hostage to AES. I forwarded my appeal to the VP of Compliance and VP of Loan Operations. The account transaction summary was the answer. I need a referral for consumer protection. Please advise. Thank you. 
XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-31 00:00:00
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
I filed a fraud complaint after discovering that my daughter had been skimming money out of my bank accounts,XXXX. The bank, Suntrust, after issuing new debit cards, said I was good to go. They had also promissed to return any fees incured. After returning 72 $ of XXXX {$.00} They closed my accounts, without informing me. I am a XXXX veteran living on social security. XXXX is delivered on the XXXX of each monty.The provisional credits were finalizes. It will take me a month to get it back. They are denying me the money that is left in my accountssaying I have to wait 14 business days to get it back. I have no food. My daughter and grandaughter are dependant on me and I dont have enough for her diapers. They also are not returning the other 72 $ of fees XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Ga XXXX. Suntrust account # XXXX will be needing food bank help by the weekend.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-09-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: AR

Complaint narrative:
Suntrust Mortgage is now sending out monthly statements to consumers that show balance and payment activity through the XXXX of the month. Any payments they receive between the XXXX and XXXX of the month are not shown as paid on time. As a result, consumers are sent billing advices for the next month which state that a double payment is due when in reality it is not. This practice is deceiving and trying to shorten the grace period of 15 days which the Mortgage Agreement allows for.

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 2015-07-24 00:00:00
Product: Debt collection — Non-federal student loan
Issue: Communication tactics — Threatened to take legal action
Company: AES/PHEAA
State: TX

Complaint narrative:
My daughter was contacted by this company ( XXXX ) about student loan. She was threatened by wage garnishment and threatening to call her corporate office to inform others of said debt. 
When I called, they told me that i needed to get another job to help pay.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
Do to recent events that Loan # XXXX is missing a large amount of funds from escrow & loan principal balance, further there is evidence of misapplied, duplicated, removed funds and faulty XXXX. The borrower is requesting evidence which SunTrust has so far ignored. 
SunTrust stating that they originated the loan but now they are only the Servicer NOT the Note holder/Investor. 
Certified Copy of the Note, all Assignments and Endorsements. ( see attached official Request )

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: TX

Complaint narrative:
I took out a student loan XX/XX/2009, I was XXXX and my parents were not able to support me economically I lived in XXXX before moving to the US and the college I attended is located in XXXX XXXX XXXX, XXXX. The name of the institution was XXXX XXXX University and has been acquired recently by XXXX University. 

I feel it was and still is a predatory practice this institution is using, since it is targeting young XXXX students without evaluating if these kids can repay their debts. I was called by their recruiters several times until they convinced my father to take me there. I was not ready, and my father had no option, he had just lost his job. When I got there, classes had already started, and the recruiters did not care, they just wanted me to enroll even though I had missed some classes on my XXXX of college. I was not explained about the terms, interest rates, how much I was going to loan out or how much was a grant and how much was a loan. I would have preferred to come to the US in the first place, study in a community college and try hard to get a scholarship or even study in a state university in which I could save thousands of dollars. I am now stuck with $ XXXX in debt ( which is much higher than the average student debt ) and no college degree. 

What I feel is that these people are making money out of uninformed young kids so I strongly encourage you to start an investigation towards them because I know I am not the only one affected by this. I know there is a lot of people that studied there and they can not repay their debt. It is just unfair, I now work on the mortgage business and I know how important It is to inform consumers about the product they are applying for. 

As I mentioned before, I was just XXXX years old ; do you really think a XXXX year old kid can make a $ XXXX decision? I will not let my kids do that, that is for sure! It should be more regulated, I know people need education but if you can not afford it you should consider other options or opt for scholarships but do not stuck kids with lifelong debts, it is not fair. 

Any type of solution for this matter would be much appreciated. Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-29 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: Credit Karma, LLC
State: IN

Complaint narrative:
there is a address that was never mine.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-23 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: Credit Karma, LLC
State: MD

Complaint narrative:
On XXXX XXXX, XXXX, I did a personal credit check through Credit Karma and found out that a mortgage had been taken out in my name XX/XX/XXXX in which I was incarcerated. And have proof of. There was also a Ford vehicle was also on my credit report. Due to the date I was XXXX at the time and unable to buy a vehicle. I need to have my credit reviewed and fixed with your help Thank You.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation