vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-09-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
XXXX " lied '' to me at the XXXX to XXXX XXXX closing for my REFI mortgage ( who sets a closing at XXXX to XXXX? ) I had a XXXX XXXX at XXXX but my medicine was outside in the bag on my bike. They knew i was a XXXX person because they demanded a copy of my XXXX XXXX award letter for proof of income. I was promised a loan note XXXX above my XXXX original amount. That 's a total of {$84000.00}. Yet 2 months later when the Fed-ex delivered my new mortgage, the amount was XXXX plus. 
So, you ask, why did'nt i cancel or refuse the REFI during my 3 day " recission '' period? The short answer ; i was denied the 3 day recission period. Also, during the closing, i asked XXXX times for a copy of the note so i could take it home and show it to a real estate attorney. Closing agents said and i quote, " XXXX XXXX, there are XXXX pages in this refi note and we have to get every page upstairs to be notarized. '' Both closing agents resigned 4 months later. My note is above XXXX and set at 40 years. Please do the math for a 40 year note and you see how screwed i am. I will be grossly upside down for the rest of my life. My credit is " shot. '' I ca n't even replace my broken refridgerator. My tv is 20 years old ( analog ) and the picture is awful. Can ; t finance or buy a tv either. My only transportation is a used bike. U get the picture. thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-05 00:00:00
Product: Mortgage — VA mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
We started a refinance process with Nationstar Mortgage in XXXX of 2015. They jnformed is that we had to get approval and then we had to go through a trial period until they would complete the paperwork. During our trial period we would report as late but as soon as the refinance went through, it would be XXXX out as long as the trial period payments were made on time. It took over a month but finally we were approved for our trial payment. We made our payments on time. We still recived collection calls that after a few minutes the lightbulb would go off and they would appologize for calling. We wathed our credit score drop even further during this trial but just hoped that the refinance would be quick. Finally 3 months were up. It took us trying to call several times to find out the next steps. Finally they said paperwork was being sent out. A week passed and we never received it, another several calls were placed. Finally someone called us back saying that the paperwork was mailed but that they would email it. A few days after we recieved the email, the overnight package with the paperwork arrived on our door. We scrounged up our witnesses and put time we didnt have ( XXXX ) and went to a bank were they could notorize the paperwork. Paperwork was sent back through fax. We waited several weeks and finally tried to get in contact with them again, several messages later we finally recieved a callback and found out there was a document missing, we refaxed it. Something was still wrong. We had to start over, We took more time out, had witnesses take time out of their day and start the process over, that was XXXX XXXX. We XXXX the paperwork back to them, with the holidays and all the craziness of having XXXX, time got away from me but I really thought our paperwork had gone through. XX/XX/XXXX I review my credit report and it shows me 8 months past due with Nationstar, several were 120 days. I sumitted a claim to dispute which they fought. Tried several times to call again, once being hung up on because they were having system issues. Finally got ahold of someone and was told that once again something wasnt right about our paperwork and it had to be redone and that is why I was still reflecting so far past due ( even though I have continued to make my payments on time every month ). Today I recieced notice that one of my credit cards was being cancelled because of newly serious delinquency. The only account showing deliquent is Nationstar. i want all negative credit marks removed now and I dint want any additional work from us to complete the refinance on our mortgage. This has gone on long enough and our credit and time has been effected enough.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-30 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: SC

Complaint narrative:
Select portfolio servicing , Inc . 
XXXX XXXX XXXX XXXX, Ohio XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, sc XXXX are attempting to foreclose on my property at XXXX XXXX XXXX XXXX SC XXXX 1. They have denied my modification. 
2. They are foreclosing on me with an assignment that was fraudulenty created and robo signed. 
3. They pooling and servicing agreement that was filed with XXXX securities exchange clearly indicates that all conveyance were to have been done 90 days within the cutoff of the trust. 
4. The loan was placed in the trust 6 years after it closed. 
5. XXXX XXXX XXXX did not respond to my debt validation and Select Portfolios did not respond properly to my written requests. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX SC XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-18 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
Creditor are submitted bogus information on credit file. XXXX bank submitted I had opened a credit card with them in XXXX XXXX, account number *******************. This information fraudulent attempt to collect funds. There is not any validated sources via signature confirming that I have utilized the credit card in reference. It is true that I had an account in XXXX and this account has not been active since XXXX XXXX with XXXX with an outstanding balance of {$470.00}, however, this information is under a different account number and is over 7 years old. Every time I dispute this information, the activity date changes and it is never removed from XXXX or Equifax data base. Also, there is another credit card that been inactive since XXXX XXXX XXXX XXXX XXXX, which continue to change to activity date. This is another means of keeping the derogatory information on my credit. I spoke to creditors and credit agents regarding this error on several attempts they temporarily remove the information and within 6 months put the information back on my credit. I know that the credit pay these credit agent for reporting purposes, but I thought the information had to be accurate and they must prove that the information provided is not false. But based on what I was told today, the agent do n't validate any information of factual data ( via electronic or hard copy ). They only verify based on what the credit states. If that is the case, then anybody or company has the ability to blemish ones character by just stating whatever they want and it will be publish publicly. My son is XXXX years and I has derogatory information on his account that I have been trying to dispute. All because he has a common name can blemish. This reporting methods must change. As a consumer you expect that agency are held accountable for the actions especially when they are reporting personal information on others. They are expected to comply to ethical and legal guidelines and if unable to do so, then the government should intervene and correct this matter. I hope that you will be able to investigate this matter and if not help me, but at least stop this from happening to others.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: LA

Complaint narrative:
My name is XXXX XXXX I live in XXXX XXXX XXXX. I 'm a flood victim in XXXX XXXX, the flood XXXX on XXXX XXXX 2016. On XXXX XXXX I contact my mortgage company Nation Star to inquire about a forebearance program for my mortgage payment. As I explained my situation to a Nation Star agent over the phone, the agent complied that the company does provide services to help disaster victims. As I recorded the entire conversation the agent suggest that he credit my payment that was paid in full on the XXXX of XXXX back into my account. The agent assured me that I would receive NO late fees or penalties. He explained while I recorded the conversation that he would enter a code that would prevent any type of penalties. I recieved the credited payment for XXXX on the XXXX. I received a threatening letter in XXXX stating my payment for XXXX being late and I could be subject for foreclosure procedure if the bill is n't brough up to date. I immediately paid XXXX and XXXX in the sum of XXXX on XXXX XXXX. Nation Star credited my mortgage for XXXX back into my account and explained this is a program they offer. On XXXX XXXX after I paid XXXX mortgages in full Nation Star placed me into the credit burea and insisted that I was XXXX to 59 days late. My score dropped tremendously. I spoke to supervisors on several occasions and ask them to pull their tapes to examined that this company act in a manner to credit XXXX paid mortgage, non of this was my fault. Nation Star recovery team only complied that their agent made a mistake. I want to file charges with this company. I never had a late mortgage payment or penalties, this company have severely hurt my credit and I seek your help to help recover my loss of promises and active credits of my mortgage and the huge drop in my credit. Thank you very much.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
XXXX XXXX MORTGAGE LOAN IS ESCROWING insurance premiums when Insurance company informs me that I am poying monthly on the insurance premium.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: LA

Complaint narrative:
I contacted quickenloans about getting pre-qualified for an FHA Mortgage. The agent pulled my credit reports and said that while my credit score qualified me for a loan, they could not proceed because I have disputes on my credit report. It is my understanding that under CFPB regulations, credit can not be denied for " exercising in good faith a right under the Consumer Credit Protection Act ( such as disputing information in your credit report ). ''

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-22 00:00:00
Product: Debt collection — Mortgage
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
Select Portfolio Serving is in Violation of the FDCPA AND MANY OTHER FEDERAL AND STATE AND LOCAL LAWS THE CFPB HAVE THE DUTY OF INVESTIGATE UNDER S.1383- COSUMER FINANCIAL PROTECTION BUREAU ACCOUNTABILITY ACT OF 2015/ SENATE -BANKING, HOUSING AND URBAN AFFAIRS .SPS HAVE VIOLATION NOT ONLY BY REPORTING INACCURATE INFORMATION IN MY CREDIT FILE BUT TRYING TO COLLECT MONEY FROM ME A XXXX US CITIZEN WITH NO LEGAL STANDINGS, IN LAST communication FROM SPS FAIL TO TELL ME THIS IS A ATTEMPT TO COLLECT A DEBT AND ANY INFORMATION OBTAIN WILL BE USE FOR THAT PURPOSE SPS HAVE MY CONSENT TO RECORD THE CALL IF THE CFPB OBTAINE THA LAST CALL TO VERIFY MY ALLEGATIONS

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: MD

Complaint narrative:
Nationstar Mortgage has not been posting and keeps correct recordkeeping of my monthly payments. As early this year ( XX/XX/XXXX ) I faxed proof of XXXX payments that had not posted of cancelled checks that was cashed by Nationstar that was not posted or counted for on my account. They still have not corrected the issue as of yet. My bankruptcy attorney ( XXXX XXXX ) has also contacted them to help clear this issue. They have added money into the escrow, which did not need to be added. I have been in the process to sell my house all year. I keep getting final payoffs with additional things applied and several different explanations from their employees about the final payoff. I had filed bankruptcy chapter XXXX in XX/XX/XXXX which my house was not included in the case. I am getting explanations from Nationstar that the trustees has a hand in this. Also my attorney tried to apply for a short sale on the property. They kept saying they did not get documents, in which the short sale was done through the equator system by my attorney. Nationstar did not inform us that were denied until I called them. My attorney has clarified it does not have anything do with me filing bankruptcy and it does not show in the XXXX system that the house is included in my bankruptcy I am very frustrated because I stop mailing in checks and have been calling in my payments bi-weekly with adding an additional {$19.00} to make sure the payments are posted. Nationstar does not keep accurate records of mortgage payments being made and do not follow-up conversations to help you out. The same person does not resolve or help you with your issue. They had disconnected me several times to come back to the phone and help you out. Very bad customer service helps when trying to expedite and resolve an issue. All I need is to get a correct and reliable payoff statement so I can sell my house. Please help me I am stressed and tired of calling and explaining this same issue for months. They full of not telling the truth about your account.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I started a process of refinancing an existing load with the company that has my mortgage, mainly because they promised a lower interest rate, after a lot of paperwork, they sent to do an appraisal ( twice ), they ask for more paperwork on pages that were no send in the first lot of paper work due to scanner malfunction, I resent all the pages of this paperwork, after a week seeing that nothing had happened, i sent an email asking for an update and was told that the loan has died due to lack of response on my part. 
First will like to point out that even if I did not sent the paper, a simple call telling me that they have not received this will be courteousSecond after all the time and effort that went into this and the amount of hour of work i had to miss to be at the appraisal, I deserve an answer as to why they kill the loan application unilaterally.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-22 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: BB&T CORPORATION
State: TX

Complaint narrative:
Issue : On XXXX XXXX, 2016 I went to BB & T ATM at XXXX XXXX XXXX XXXX, XXXX Texas XXXX to make a withdrawal of {$300.00} using my BB & T Ready Access Card. The money did not dispense ( the money came out but went back in ). I contacted Manager in person, but was told to call the number on the back of my card. Called the number on the back of my card, they stated they would send me out a form. I received the form, filled it out and returned it. I have not heard from XXXX concerning this matter. So, on XXXX XXXX, 2016 I called XXXX. Spoke to Rep XXXX. I told her that my daughter is on the line and will speak for me. She stated I can not speak with her due to HIPPA, if she continue to talk I will hange up. My daughter asked to speak to a Supervisor and the Rep hung up on us. We attempted to call back, but the hold was extremely long. 
1. No real resolution dept 2. Poor Customer Service Skills 3. Fraudlant Company 4. Long Holds before a Rep answers

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 2015-08-28 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I have a final judgement vacating the mortgage that " Nation Star '' & XXXX XXXX are trying to collect. Additionally, they have stolen my insurance proceeds and have refused to return them. I have been living in squalor as a result of this.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-12 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MS

Complaint narrative:
I have been been trying to get a loan modification for over a year, and its been between XXXX different lenders XXXX XXXX XXXX and Select Portfolio Servicing. I do n't know how and why this note is being bounced back and forth for the past 8 years. I do n't understand why this being done without giving me notification and consent if I wanted to find another lender or not. After talking with another lender, I had requested a loan modification with Select Portfolio Servicing, and there is no trace of this at the request XXXX XXXX, they have not been able to produce the modification at all. I feel as I have been railroaded, and after that I was told by XXXX XXXX that they have put a {$5000.00} lien against me, I have not missed a payment. So I 'm not sure why and how this came about. Also I requested an escrow account for my taxes and insurance and was denied that as well. I currently am displeased with both companies.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: MT

Complaint narrative:
Quicken Loans sent us a letter dated XXXX XXXX, 2015 informing us our house was recently determined to be in a flood zone. The letter stated we had 45 days to purchase flood insurance. We immediately began the process. Our insurance company, XXXX, told us that all flood insurance policies have a mandatory wait period of 30 days. We experienced enormous difficulty getting proof of insurance to Quicken - despite numerous calls, email and fax attempts and various Quicken employees confirming receipt of the insurance policy and assurance that all was well. Despite that, Quicken force purchased flood insurance with a start date of XXXX XXXX, 2015 - a full 3 weeks before they even sent us the letter! Eventually they removed the policy, continuing to hold us responsible for XX/XX/XXXX and XX/XX/XXXX - the months we either did n't know or were mandatorily blocked out with the wait period. The two months that Quicken has retroactively forced flood insurance is only slightly below the quote we received for a full year policy from XXXX. That only began our problems with Quicken. The quest to understand changes and charges to our mortgage began in XXXX 2015 and sadly continues still. I can not say how many times, more than dozens, I 've called and emailed asking very specific questions to understand the costs and changes to our mortgage payments on a fixed rate loan. I can not understand how a financial institution does not know this information at the touch of a button and why it has been taking so long and still no information is known. Our mortgage payments have fluctuated and increased by several hundred dollars a month! We need help getting specific details of costs and really want to spread the word on Quicken 's shady business practices. We could not regret more our decision to refinance with them. Having a mortgage on this property for 11 years with never a problem before Quicken really says something about them.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-12-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
I have a loan through Nationstar Mortgage, I have automatic payments of {$1900.00} a month that pays automatically every month. In early XXXX I received a call from Nationstar rep stating that my payment was short by {$120.00}, I asked why and they stated that escrow analysis showed that there was a shortage. I was not notified about this by either phone or email. I asked the rep why my payment has increased by that much when my insurance premiums went down and the county tax had not increased. The rep could n't tell me and told me to call the escrow department. I called escrow and asked the same question, they put me on hold for almost an hour and I finally had to hang up. I called the next day to complain and asked to talk to a supervisor, they never called me back. Now I received a letter from them stating my loan is in default. I been trying to get answers from them about my escrow for over three weeks and still have not gotten a response. Can you help?

Company response to consumer: Closed with explanation