vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-10-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
Complaint against Suntrust Bank. Suntrust Bank did not file the deed to take possession of property - XXXX XXXX XXXX, XXXX, GA XXXX - for 18 months after it was surrended to them via bankruptcy. Filing the foreclosure deed 18 months later has denied me the ability to refinance into a more favorable mortgage on my home. Suntrust chose NOT to file the deed to AVOID THE COSTS associated with ownership of the property. While I reorganized my life and put myself on a firm foundation, I am being penalized by Suntrust not following through on the court order to take possession of the property and file the deed in their name. Please look into this and advise if there is an avenue to remedy this situation. FHA in its loan approval guidelines goes off the deed transfer date and not the date of the bakruptcy discharge. Please call me if you have any questions. 

XXXX XXXX ( XXXX ) XXXX ( XXXX XXXX XXXXThank you

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: Texas Guaranteed
State: FL

Complaint narrative:
I have contacted Texas Guaranteed loans collections agency several times in the last few weeks/months attempting to resolve issues regarding a defaulted loan that lead to my tax refund being offset. The first time I was contacted, I spoke to XXXX of their representative XXXX whom was very rude and would not answer my questions regarding the default, instead she was coarsing me into starting a payment plan and this after i previously stopped a wage garnishment while attempting to figure out exactly why I defaulted on a loan, when i have either been a XXXX student or when in between schools have requested for a forbearance. I was told to bring a letter from the school showing periods of enrollment leading to the time i defaulted. I obtained this information and contacted texas guaranteed loan yesterday Yesterday XXXX/XXXX/XXXX. At this time, I spoke to a male who gave his name as being XXXX, I have spoken to this man in the past and remembered him being very rude and gave me false informations and will not assist me with informations or answer questions correctly. Then on this day, he answered the phone and I asked if I can please get their fax number. He asked me what I was faxing, I said a hardship request to get my tax refund back, and a letter from the school stating that I was fully enrolled in school. At this time, he became very irrate, and told me that it will not do anything for me, and he doesnt know why I 'm wasting my time. And that I could not have placed a firbearance on the loan that many times, because its only granted once, and that this loan was from XXXX. And unless i can prove that I have been in school from XXXX until now, then there 's nothing i can do. I explained to him that I remember speaking to him once before and that he was very rude at the time and giving me false informations as he is doing now. I informed him that i have spoken to multiple people there since this morning and you once again are the only one giving me different information. He continued to tell me that it doesnt matter what i have that they are not going to do anything about it. He was being very verbally abusive and yelling at me. This went on for 12 minutes and he eventually hung up and did not give me the fax number.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: UT

Complaint narrative:
I made a payment on the highest interest/highest amount loan. A few days later, I saw I still had {$40.00} to pay on that loan. I called and asked why, and was told that I did n't choose the option to " pay off loan '', I simply made a payment. I was frustrated that the option to " pay off loan '' was not in a clear and obvious location on the website, and that I was never told about the differences between the two options. When I spoke with a manager, I was also informed that the loan amount reflected on my screen is not an accurate reflection of my loan amount. I was told this gets updated only 1-2 times a month. This makes it almost impossible to have confidence that I can pay off my loan for good. It is also dishonest and irresponsible of Fedloan Servicing to not provide borrowers with accurate, clear, and accessible information on our loans. I was very fortunate to speak with a manager who understood this and explained to me in a clear, honest manner. I would urge Fedloan and the department of education to change dishonest practices implemented to keep borrowers in debt indefinitely for lenders ' benefit and instead create a system that accurately reflects loan amounts.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-15 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: FL

Complaint narrative:
I attempted to file this complaint with my student loan servicer ( see below ). I received an emailed response " an application is being mailed to you. '' I completed an IDR application online. I emailed my tax return to FLS the next day. I spoke to XXXX at FLS who said this was received. On the IDR application the Department of Education listed FLS as my loan servicer, one name one address. 

I am requesting to file a formal complaint. First, I spoke to your agency and I was never advised about the income based repayment plans when I was having trouble paying my loans. I received no assistance from AES or FLS other than forbearance and then being told my forbearance time is up. Second, your agency is refusing to process my XXXX application. I contacted both FLS and AES and notified them my application was submitted online and my tax documentation was emailed to FLS and I received confirmation on the phone and via email, the tax documentation was received. 

I understand you use two separate names, but you are the same agency. Your AES representative lied and said you were a completely separate company and not in the same building or associated, which is untrue. I am requesting, again, that you ( FLS and AES ) process my XXXX application accordingly as you have the completed application and my income documentation. 

There is a serious problem when a student loan servicer deliberately makes this process hard for borrowers because of your lack of communication and unwillingness to take a few extra minutes to assist your customers. Instead your 'escalated ' representatives attempt to make me duplicate efforts by faxing income documentation that you already have. And I emailed the tax return initially after trying to fax all day, to a constant busy signal. Your ever so helpful representative then suggested 'just keep trying, ' until I asked questions about alternatives and was given an incorrect email address. I called back again to get the correct email address.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: SOUTHEAST MORTGAGE OF GA INC
State: GA

Complaint narrative:
Southeast Mortgage, XXXX, GA was the lender on the purchase of our home in XXXX Ga. On XXXX XXXX, XXXX. The process for the FHA streamline loan took 71 days from initiation - excessive and unacceptable. The XXXX Lead Representative assigned appeared to lack the knowledge of the FHA requirements and process. For example, we were not provided information on our responsibilities to get the contractors, forms which contained the FHA requirements were not provided. Questions on our part to wade through this process were almost always answered with 'the requirements for the FHA streamline process changed in XXXX '. The lender should be educated in these changes and pass on information which helps the consumer to get through this process. I did my own research, my son created his own contractor form based on the information received by the lender. When submitting, the rules changed several times. First, the bid information had to be received from XXXX contractors, listing the cost and labor for the proposed renovations. Each time we submitted what the lender required we were told 'just XXXX more document and we 'll be good '. Delays due to this, lack of response to emails and phone calls added to the frustration. When we were told the appraisal could now be ordered, it was n't because the underwriting process was slow and when issues were discovered our application went to the bottom of the pile. After many complaints to the lender, we would get some movement, but again were told it was due to FHA requirements. Once the appraisal was finally ordered, and completed, we were told a new form had to be completed by the contractors which was our responsibility to get completed, signed and returned. We travelled over an hour to meet with the contractor to get this done same day and returned to the lender. Once received by the lender, we were told it had to go through underwriting again, which took several days. We are now at 45 plus days in process. When told the new form required a contractor resume, the contractor failed to provide since his references and all contracting information had already been provided. We had to resubmit all our information for a regular FHA loan. Again the forms had to go through underwriting, another appraisal had to be ordered. XXXX extensions had to be filed with the owner to keep the home in process. Finally, we signed on XXXX XXXX, XXXX. Three months we had to stay in hotels and with relatives and pay for the storage of our belongings because we moved from Arizona to Georgia. The cost to us waiting on this process was more than a month longer than we expected. Tensions and frustrations are beyond explanation. Southeast Mortgage motto is to make the experience Awesome and not average. It was AWFUL not Awesome.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: MI

Complaint narrative:
My name is XXXX XXXX and I have been a client of Suntrust Mortgage for 5 years. 
Within these years every 3-4 months I encounter problems with Suntrust. There is an ongoing issue with up front transparency as to what is need by me. One of the issues now is i 'm short in escrow and the payment is going up an additional ( {$200.00} ). Currently my budget can not sustain this waive of unforeseen changes. 
I did a loan modification 4 years ago so why does my payment continue to go up back and forth. 
I am frustrated to the point of walking out of this home and letting them have it. Any advice you can assist me with will help. 
Suntrust Mortgage loan Number : XXXX XXXX XXXX, Home preservation counselor Phone number : 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 non-monetary relief
Consumer complaint received 2015-03-23 00:00:00
Product: Debt collection — Medical
Issue: False statements or representation — Attempted to collect wrong amount
Company: Asset Management Outsourcing, Inc.
State: GA

Complaint narrative:
I had an agreement to pay on medical bill monthly. After sending in payment for XXXX it was turned over to a collection agency. This however, may not have happened if I had not gone to the billing office to dispute a charge. On several occasions when I pay my co-pay at the doctors office I am later billed for it. I tell them I have my receipt, they tell me its for Lab work, they send it to collection. Collection called to tell me its for Lab work, I go to Billing Office, show my receipt for office visit paid, they tell me its for Lab work, I paid the amount they ask for to get it out of collections. I called Insurance Company, they tell me I do not pay for Lab work if it is done during my visit. The Insurance Company calls the Billing Office, told them I was not responsible for the bill. The Billing Office was to call Insurance Company and Physicians Office to confirm charges, however they did not call the Insurance Office, Physicians Office or me. They will not accept calls from anyone concerning this bill. I do not dispute owing the medical bill, I do dispute the amount because they have accepted XXXX payments since turning it over to collections. I believe that a company should honor their agreement when given. I do not want to lose the physician I have now, but if I have to change I will go back to the old clinic ( never had a problem with billing ). I am not the only one that has had this problem, the ones I have spoken with are afraid of losing their physician. This company is to large to resort to these tactics. I have paid my bill down from around {$3400.00} to XXXX, why send it to collection now? I did not receive a statement this month, but I sent the payment I agreed to pay. The statements you receive are very confusing, its as if they do n't want you to know what you owe or what you have paid.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Need information about my balance/terms
Company: AES/PHEAA
State: NJ

Complaint narrative:
Today I received an email-the first one I have ever gotten from FedLoan-stating that I owed nearly {$500.00} on XXXX, XXXX, this upcoming Monday. I logged into an account created with my social and it showed that I had a XXXX balance. I then called their help line who informed me that the loan was in my mothers name. From there I was told all of the bills had been going straight to her account, but oh wait! She never created an account so she should do that in order to view the bills they have been sending and check the balance. After following their online sing up instructions, my mother received an error stating that she was banned from online access. I have no way of finding out what this balance is, let alone where and when it is from because no one at FedLoans will give me any answers. I can not even make a payment, something that I will not do until I receive the documentation of what it is, because we can not even create an account. I have been attempting to receive answers all day but, their customer service is little more than " make the payment and then we 'll figure it out ''.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-28 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: TX

Complaint narrative:
upon investigating the issue with XXXX XXXX, I discovered that the loan was brought by FED loan servicing around that time frame and was advised by the representative not to make a payment because they were buying the loan at that time. well now FED loans is giving me a hard time about getting this information which could clear this issue on my credit report. I need them to get me that information.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-11 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: VIRTUOSO SOURCING GROUP, LLC.
State: GA

Complaint narrative:
Third party collection agency is trying to collect and reported to credit bureau a debt I advised I do not owe the amount they say I owe as I made payments. I also sent a letter within 30 days disputing debt and requesting them to show me how I owe them I never received a response. The amount I agreed I owed i paid in full to original creditor prior to it being put on my report.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-24 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Aargon Agency, Inc.
State: WA

Complaint narrative:
I received a letter from XXXX XXXX XXXX in XXXX XXXX telling me I owed {$25.00} to XXXX. I responded with a letter on XXXX/XXXX/XXXX explaining that I did not recognize this and asked that they send me a copy of the original receipt that explained what it was for. 

I received a letter back from Aargon Collection Agency with summary information from XXXX showing a {$120.00} charge back on XXXX/XXXX/XXXX for " XXXX ''. My name was not on this summary and the health information for XXXX XXXX Washington that was listed did not match my policy # or Group #. In fact, I was not insured by XXXX until XXXX/XXXX/XXXX, so this could n't have been my debt even if the policy and group numbers had been correct. 
I called and talked to XXXX at Aargon and explained that this was not my debt, that my name was not listed on the bill and the policy and group numbers did not match mine. He told me that he hears this all the time and that all indications are that this was my bill. He said that it was n't affecting my credit rating yet, but implied that if I did n't pay it, it would. When I insisted that this was n't my debt, he told me that I would need to file an Identify Theft Report with my local police department and send him the file number, then they could reference it in his file. 
None of this sounds right. I ca n't believe that they can press me to pay a bill that is in no way connected to me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed
Consumer complaint received 2016-03-22 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: FL

Complaint narrative:
I pay XXXX per month for my loans. I can not afford this. The lender initially helped with income repayment and will no longer assist what so ever.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-30 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: AES/PHEAA
State: IA

Complaint narrative:
My issue is with American Education Services. I took out several loans to pay for my education at XXXX College in XXXX, NE. The college is now defunct. This company is constantly leading me astray. I 'll call for hardship programs, and representatives will tell me I have time available, only to find out that I did n't. This causes my loans to because delinquent, and the amount to skyrocket. Currently, over the past 6 months, I have had many different representatives tell me different things about the state of my loans. The most important being that paying any amount will keep you out of default. I had XXXX rep. explain that even {$10.00} a month would keep a loan out of default. In XXXX of 2015, I finally spoke to a " Loan Specialist ''. The properly reassured me that there was nothing else they could do to help me, to record all my conversations with loan reps due to their history of being inconsistent, and to write a letter to try and sway my creditors into allowing me financial help. The woman said the letter probably wont help, but it might be worth a shot. She then reassured me that I was n't even near default. A week later, I received calls and letters about default. 

This company also raises the interest rate greatly, and it fluctuates all the time. I 've been paying on my loans for almost ten years, and my amount owed as INCREASED! This company is deceitful, and does n't properly train their employees. There is also no protocol for misinformation/negligence on the behalf of the company. The blame always falls on the person that is paying. At this point, I will probably never be able to pay off this debt in this lifetime.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-18 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Need information about my balance/terms
Company: National Enterprise Systems, Inc.
State: VA

Complaint narrative:
Briefly, I will try and explain ; however, my supporting documents tell the story. A private loan that I co-signed on for my son with XXXX was transferred by a third party XXXX XXXX XXXX XXXX ( XXXX ) subsequently sent it to a collection agency call National Enterprise System. They did so without any notice to me!! It was in calling the original lender that I found out that it had been bought by XXXX. I was also told that they would be contacting me. This purchase happened some time in XXXX, XXXX, I think. At least it was XXXX XXXX, XXXX that NES acquired it, and the calls started shortly thereafter. It is now XXXX XXXX, XXXX and I have never heard from XXXX. I only hear from the collection agency, NES. I think it important to note that the account was n't in default. It was actively being paid on since XXXX. What gives them the right to do that when an account is being paid in good faith. I am a XXXX yrs divorcee. I hope to retire from XXXX in the next couple of years. This bad debt now appears on my credit report and no one will lend me any money because of it. I ca n't even get money to pay them off. Then there are conflicting statements about how much I actually owe. It is all in the accompanying documents. Please help me. I do n't know what to do. I am also forwarding copies to United States Attorney General for the State of Virginia, XXXX XXXX. Sincerely, XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-15 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: IL

Complaint narrative:
I applied to pay my loans through XXXX. During the application period I had XXXX payment to make, but was advised by the FedLoan Servicing not to make this payment because I would be placed on administrative forbearance while my application was being processed. However, FedLoan later decided, without notifying me, that I was not eligible for administrative forbearance, which let my account slip into past due. I noticed this on my own, again receiving no notice from FedLoan, and called FedLoan to figure out why the account was now past due. A FedLoan employee advised that the paper work for my administrative forbearance was not correct and that he would re-do the paper work so that administrative forbearance would be applied and my loans would not be past due. Again, this never happened and I was not notified until my account was now 90 days past due. FedLoan reported the 90 day delinquency to the credit bureaus and my credit score drop from XXXX to XXXX. Shortly thereafter, my XXXX application finished processing and the previous payment that I owed ( and was falsely delinquent ) was removed from my balance. I never had to pay it, once the XXXX application processed. However, the damage was already done as FedLoan falsely reported that I was 90 days delinquent and my credit score has gone from Good to Bad.

Company response to consumer: Closed with non-monetary relief