vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-07-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: AES/PHEAA
State: TX

Complaint narrative:
Case number : XXXX I 'm having problems with login and no password has been emailed to me. 
As of two days ago I have received letters from XXXX and American education services, they have denied me again! ( From AES : We reviewed your application for loan discharge due to an unpaid refund and determined that you are ineligible or that additional information/documentation is needed ). They denied me due to missing information, and texas workforce stated they ca n't provide any records and I have called all over XXXX, texas no one is n't helping me to locate the attendance records, and refund from the school? So where is the help this is unjust, I have call state agencies, U.S. Dept. of education, and state district NO HELP! I 've even tried to speak with the Loan servicer of AES all they can state is you signed a promissory note, yes but where are the documents? where is the refund? I really need help assistance, because the school had closed and I have n't received the funds back from the school? I have paperwork that was giving to me, obviously someone is either hiding the true facts of my records/refund from the school? I do not have a certificate, and If i did have a certificate I would be working as a transcriptionist.I have n't graduate from the school, if there is no records of me attending the school why i 'm I paying on a loan that I never exist at this school? 
Even more they had me assuming that I have to payback this loan, and the only thing at the time was to consolidate, I had a trouble life and that going to school was the best option for me, but when the school did n't have XXXX programs I tried to leave the school then, they stopped me and place me in transcriptionist classes. Not long I withdrew from the school. Signed paperwork. No one do n't have any records of me attending school? Well other then Federal Student Aid has the school showing but no attendance dates is present. 
I did go to this college, but I withdrew and the refund was never credit back to XXXX XXXX/ or to me. 
College : XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: SUNTRUST BANKS, INC.
State: TN

Complaint narrative:
My mortgage loan was with SunTrust and in XXXX 2013, they transferred my loan to XXXX as a bankruptcy mortgage loan to service. I never filed bankruptcy nor was I ever late or behind on my mortgage. this has caused my credit score to decline and I cant refinance my home.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-22 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Need information about my balance/terms
Company: AES/PHEAA
State: OH

Complaint narrative:
I have been paying my loans on time for 5 years. This year only, AES began raising my minimum payments every month. They have raised my interest rates several times in the past 12 months causing my payment to increase significantly. Every month, they change either the loan repayment terms or increase the interest rate. It is getting to the point where I can not keep up with these payments. I have already started working a XXXX job to afford the {$420.00} loan payment that has increased up to {$440.00}. I have student loan accounts with XXXX other places. Those loan amounts are steadily decreasing, even the privately owned student loan debt. The loan debt owed to AES has been increasing significantly. I now owe significantly more than what I started with despite paying over the minimum. I do n't understand how this can work.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-15 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: LA

Complaint narrative:
AES is incorrectly reporting XXXX student loan accounts as derogatory to XXXX and XXXX ( Claim Submitted with Government in XXXX XXXX for all XXXX ). I have attached credit reports from XXXX XXXX, XXXX and XXXX XXXX, XXXX. On XXXX XXXX, the XXXX accounts were included in Chapter XXXX Bankruptcy from XXXX XXXX. This reporting was correct, but I disputed it because the the reporting was scheduled to continue past XXXX XXXX, which was incorrect. On XXXX XXXX, the accounts were updated to read Claim Filed in Government in XXXX XXXX. This is grossly incorrect reporting.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-15 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: AZ

Complaint narrative:
I applied to change my repayment plan over three months ago, the amount of time they need for my repayment plan to update has passed, but FedLoan refuses to change my plan, forcing me to keep calling in and asking for forbearance. It is very frustrating and I have wasted hours on the phone listening to empty promises. I just want a simple change to my repayment plan but FedLoan ca n't even do this. It is pathetic.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-20 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: SUNTRUST BANKS, INC.
State: GA

Complaint narrative:
I accepted Suntrust bank overdraft protection after reading their disclosure statement and what I needed to know about overdrafts and overdraft protection. In their statement it says : " An overdraft occurs when you do not have enough money in your account to cover a transaction, but the bank pays it as a courtesy. Suntrust can cover your overdrafts in two different ways '' : 1. We have standard overdraft practices that come with your account 2. They offer overdraft protection plans. 
It continues : " You will incur a fee of up to {$36.00} each time an overdraft is paid. '' On XXXX/XXXX/2015 my available balance was XXXX and my balance was XXXX. Since XXXX was the last business day until XXXX/XXXX/2015 all transactions made by me with my debit card would show as pending. My total charges from XXXX/XXXX/2015 thru XXXX/XXXX/2015 totaled XXXX against a balance in my account of XXXX. On the morning of XXXX/XXXX/2015 I received an e-mail from Suntrust informing me I had an available balance of XXXX. So all charges showing pending throughout the Holiday week-end would be paid with funds showing in balance of XXXX. Therefore none of those charges should have been charged an overdraft fee. 
Then at XXXX on XXXX/XXXX/2015 I was left without options and if not paid the utilities were due to be cutoff first thing Tuesday morning XXXX/XXXX/2015, so I used my debit card online and paid the utility bill. Well rather than doing what I have been told by several Suntrust employees a pending transaction amount is deducted from available funds so to pay transaction when presented by merchant. That 's not was done. They treated all transactions that were pending as if they came after the XXXX utility charge thus overdrawing the acoount and charging XXXX overdraft charges. There was never an overdrawn acccount. All charges authorized by me before XXXX were done with the available funds. Furthermore based on Suntrust documentation there was never an item presented without sufficient funds. I had the original XXXX available and when the XXXX was presented for payment on XXXX my direct deposit had posited. 
I feel Suntrust is very deceptive in its business practices. They do not adhere to their own disclosures. As a consumer how can you do business when they control your money and once seized by them it is impossible to have returned

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-01-18 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
At XXXX, on the date of XXXX/XXXX/2016, My wife, made a deposit to our business account through an ATM at Suntrust Bank in XXXX XXXX Florida. ATM ID XXXX. After depositing the checks into the ATM and submitting the deposit, she was returned an error receipt stating that we should contact customer service. Important to note that the checks entered into the ATM were not returned and were held inside the ATM. At the moment I was informed that night, I made a call to the support center and was assured that the deposit would be in the account the following day. I went about making regular purchases for my business and was greeted by a horde of overdraft charges. The money never was deposited into the account. After calling many representatives, I was granted a temporary provisional credit of the money deposited and the fees were waved. After three months, my provisional credit was removed, unannounced, and the account fell back into a negative balance. Support claims ATM was audited and checks were not located. Also stated that the ATM adjusters were internal and I am not allowed to speak to them, if I have an issue with their judgement, to appeal. I am certain that this information is not true and correct. I doubt the institution even bothered to check. ATM has a camera and would have seen my wife making the deposit in her vehicle at that time. I am refusing to pay any fees or the value of missing funds to to Suntrust 's negligence and poor customer care.

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 2017-02-21 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: OK

Complaint narrative:
From the very beginning my loan servicer has been deceptive and taken an approach that has guided me towards bad decisions, including avoidable deferments and forbearance 's that were not explained. I assume this sales-ish approach is geared towards growing their fees and interest charges - and eventually their principal. I accept some responsibility for not being better educated on the subject. However, when I ran out of remedies, I was guided towards remedies that they said would only be available in default. Now that I 'm in default, I see what an awful decision that was due to fees. They also transferred lenders from American Education Services ( which is owned by Pennsylvania Higher Education ) to, none other than Pennsylvania Higher Education so that they could recapitalize fees and unpaid interest, and then charge yet another round of fees and interest on the increased principal. I do n't know if this extremely deceptive practice is legal, but it should n't be. It certainly is n't ethical to conduct a slight of hand that unfairly grows the principle amount without my knowledge. 

I feel like every stage of this process has been deceptive, misleading, and designed to gouge well-meaning borrowers like myself. I find myself stunned that any of this is legal. I borrowed about {$27000.00} for school, and now I 'm on the hook for {$41000.00} because they guided me towards default programs that charged me 19 percent up front to be treated like vagrant. And unless I can somehow pay the whole thing off, it 's going to keep growing. 

Yes I fell behind. But I had a long period of unemployment and have only recently gotten back to normalcy and a reasonable income ( which works against me apparently ). I just want them to slow the wage garnishment process because I know that EVEN MORE fees are coming with it. I am working on a way to pay the balance an roll it into a mortgage on a family home at a better rate, but it takes time. And the more they grow their piece of the pie, the more impossible this remedy becomes.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: SUNTRUST BANKS, INC.
State: DC

Complaint narrative:
I received exceptional service from my lender and it angers me that I can not comlain about it

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed
Consumer complaint received 2016-12-29 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: CA

Complaint narrative:
fedloan only has XXXX fax number which I have been trying to fax over documents to them for over 1 month now and the fax number does not work. When I called they stated they only have XXXX fax number. For a company that services millions of loans & they can not afford a 2nd fax number is crazy. I have never heard of such a thing. I have tried faxing in the middle of the night to try to get my documents to them. I tried different fax machines. I have tried everything under the sun to try & fax them. While I was on the phone talking to them to complain about their fax number I had faxed them over 15 times & they were all rejected. That is crazy.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-15 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: DC

Complaint narrative:
My student loan servicer, FedLoan, has n't been properly designating payments of mine as qualifying for the Public Student Loan Forgiveness Program. Currently, FedLoan only has one payment on XXXX loan properly credited, when I know I have made dozens of qualifying payments. I asked FedLoan to look into this and correct the situation over 2 months ago ( I had also made a request over the phone prior to this, but I do n't remember the date ), but after following up a couple times, they still have n't corrected this. They indicated that it would take 90 business days to look into this and complete my request -- 90 business days is more than 4 calendar months!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-21 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: SUNTRUST BANKS, INC.
State: TN

Complaint narrative:
Opened a business checking account with Suntrust XXXX 2015. Was notified XXXX XXXX that account had to be closed because they made a business decision to no longer service our industry. XXXX XXXX loans ). 
The bank personnel admitted that the decision was made due to the FEDERAL GOVERNMENT PRESSURE TO NOT CONDUCT BUSINESS WITH A PAYDAY LOAN COMPANIES. ALSO KNOWN AS AN ILLEGAL BACKROOM POLICY NAMED 'OPERATION CHOKEPOINT '!!!!!!! 
WE ARE A SMALL FAMILY OWNED BUSINESS THAT IS BEING CRUICIFIED & CRUSHED DUE TO THIS IGNORANT POLICY!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-04 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 almost XXXX dollars in private student loans serviced through servicer AES and lender XXXX. I make {$15.00} an hour currently. The standard payment they wanted me to pay was around {$860.00} a month. I can not afford that monthly payment indefinitely so I applied for their modified repayment plan XX/XX/XXXX. They wanted my XXXX most recent pay stubs so I sent them to them. I receive some correspondence some 10 business days later that they need my pay stubs again. I begrudgingly sent them more pay stubs and awaited a reply that was made ever longer by the holidays taking away business days from the month. I called a few times in between then and now to see what the deal was and was basically given the run around. XX/XX/XXXX I was told that we were just waiting on XXXX to approve or deny my application so I waited. In the meantime I had to pay the standard payment of XXXX and did so by borrowing money from my family. I have done this for the months of XX/XX/XXXX, XX/XX/XXXX, and what will now soon be XX/XX/XXXX. How many more months will I have to keep this up? I called again at the beginning of XXXX and was told that the application was only just sent to XXXX on XXXX XXXX XXXX. Previously, I was told that XXXX had already received my application. That was clearly either an outright lie or a skillful misdirection. I just have no hope for this process. Applying for IBR for my federal loans was a piece of cake and quick. At least my federal loan servicer ( XXXX XXXX ) applied a forbearance on my account while the application was in process. I went to the University of XXXX in XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-21 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: Student Loan Finance Corporation
State: TX

Complaint narrative:
I was XXXX years old, right out of high school, I wanted to be XXXX and decided to try the XXXX field. Texas XXXX XXXX was about half a mile away, I went in to check it out. They sold me the world, told me how much money I could make if I signed up, they said I would travel the world and could make salaries from XXXX p/y. I was very confident, they failed to mention that average XXXX make XXXX $ XXXX $ p/h first few years. With XXXX in possible debt, they should have mentioned that. I 've struggled ever since, was the worst decision I ever made. Now I owe the student loan finance cooperation around XXXX in debt and its growing I 'm sure. I refuse to pay because I ca n't use the college credits I achieved in any other college, not even XXXX colleges accept them now.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: TN

Complaint narrative:
SunTrust brought my loan XXXX 2012 from XXXX Bank and XXXX. XXXX months after refinancing SunTrust discovered that the MIP was miscalculated. Initially XXXX 2012 at closing, documents signed showed {$110.00}, SunTrust calculated {$250.00}. SunTrust admitted that a mistake was made and that they would be responsible for the difference. It was discovered that SunTrust have not lived up to their agreement in paying the difference in the MIP, {$130.00}, the bank has set up an account with my escrow overage to pay the difference in the shortage in my MIP, that 's illegal for that to happen without my knowledge. The account was discovered during the many calls to SunTrust regarding issues and questions regarding mortgage payment increase, there has been no increase in home owners insurance XXXX XXXX, no increase has been done for more than 5yrs, but mortgage payments have continued to increase, with the increase ALWAYS adding up to the shortage in my MIP. When it 's brought to the attention of SunTrust, the complaint is sent to the resolution team, afterwards several different statements indicating what my new payment will be for the coming month, with several different statements to follow week after week. I have struggled with this issue since XXXX, this has been very exhausting and humiliating, and I have not received XXXX refund overage from my escrow, although statements indicate a refund, but also show that the overage has been applied to the MIP. 
I have contacted the SunTrust Mortgage Escalations Team for a resolution to this issue, with letters indicating that the issue has been resolved, and the issue has resurfaced year after year for the last XXXX. My SunTrust Mortgage is so complicating and confusing at this point, when I call for any questions regarding the issues, they all relate to the MIP miscalculation, SunTrust customer service ca n't answer my questions, because they are just as confused. I have constantly had to deal with these issues each year when the Annual Escrow Account Statement is received. A mistake was made at closing with the MIP, with no fault of my own, and I have had to deal with this nightmare year after year, with no resolution. I have reached out to the President/CEO of SunTrust, and have exhausted all possible personnel relating to SunTrust to bring a resolution to this issue, only to be told by the resolution team that my complaint has been resolved, just long enough for the issue to resurface the coming year, this has been a vicious cycle going on since 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 2016-06-10 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: TX

Complaint narrative:
I took out {$16000.00} in student loans in between XX/XX/XXXX-XX/XX/XXXX. Due to many circumstances, including misunderstanding of fees and penalities, these loans went into default. I consolidated the loans once that I am aware of, but according to NSLDS I consolidated XXXX separate times. I also completed a rehabilitation in XX/XX/XXXX. I have been consistently making payments well above the minimum requirement since XX/XX/XXXX. 
However, in spite of all the payments I have made over the past 20 years, my balance is now almost {$60000.00}. I contacted FedLoan in attempt to verify the payments I had made, and what the several thousand dollars of fines were from. They provided me no information prior to XX/XX/XXXX. I contacted the Ombudsman, whom I thought was supposed to be a neutral advocate, and I feel she did not represent my needs or my interest at all. It took her 5 months to provide me with the same records I already had. She specifically told me there is no information regarding my rehabilitation, no promissory notes, no explanation of fees or charges. She provided me zero additional information, and yet she said I have no options in verifying this debt that has consumed my life. 
These loans were taken out before the bankruptcy laws were changed, yet they were affected by the law changes. These loans were taken out before the lending process in general developed guidelines to prevent abuse, yet THOSE laws did not affect my debt. 
I have literally paid the equivalent of what was borrowed, yet the Department of Education tells me balance is 3 times what I borrowed. They refuse to provide any records to validate my debt, and it is obscene that my student debt is not held to the same standards as credit card debt, medical debt, civil debt, real estate debt, or any other debt that I have ever heard of. This is predatory lending, and unvalidated debt, and I should have the right to verify this debt.

Company response to consumer: Closed with explanation