vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
COVID-19 ( temporary lack of income ) crisis problem!! - I called Bank of America twice since XX/XX/XXXX, about payment options moving forward the COVID crisis, I had read about payment help and I requested a 90 day " DEFERMENT '' but I was told BOA is only offering a " forbearance '' for my " type of Fannie Mae mortgage but that BOA can " defer '' their own mortgages? Say what? I am sorry with the crisis going on to be told that by major bank IS totally wrong and it is ABSURD and lopsided! Why are all others, plus Fannie Mae mortgages not also included to have a deferment option? People like myself will not be able to later on pay a " balloon payment '' of the 3 last months, the banks are expecting " forbearances '' to be paid back in full at the end of the 90 days period, and paying for the mortgage during the crisis with no income IS the SOLE reason WHY many are requesting a " deferment '' in the first place. There needs be a DEFERMENT offered to ALL types of mortgages and no matter who owns these loans. We would with logic expect the 90 day amount just be added onto the balance and tacked onto end of the loan, adding 90 days, which makes it a DEFERRED loan. Bank of America told me 2 stories differing from week to week and no one would state verbally they would not ask borrowers from having to make the balloon payment ( of past 90 days ) after forbearance ended.. No one would say it, when I directly asked it. I was told maybe, they are not sure. Who can operate under that kind of information which is adding even more financial stress to an already bad situation?! Bank of America will not and has not made any promises that after 90 days they would not expect the balloon payment AND that a " deferment '' that should be offered to all customers at least for for 90 days will not be given unless your mortgage is a BOA owned loan? People like myself are not to be taking gambles here just to find out down the road that the banks did not truly " help '' customers financially in this sad time in the USA.

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 2020-04-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
I have an FHA mortgage and the handler is " Freedom Mortgage '', I called on XX/XX/XXXX and let them know that I have been impacted by COVID 19. I spoke with a representative that stated that I could do a DEFERMENT at NO PENALTY for three months ( XXXX, XXXX and XX/XX/2020 ), and I would resume paying on XX/XX/2020. I was told that the processing time for this request would take 2 weeks, and I called back on XX/XX/XXXX. I spoke with XXXX from Freedom Mortgage customer service ( id badge number : XXXX XXXX, and was told that the initial information that I was given was incorrect and I could ONLY do a forbearance ( My mortgage would be suspended for the 3 months then after the 3 months then a lump sum payment would be required ). XXXX then transferred my call to a manageXXXX, and the manager was going to review my call from the first person that initially talked to on XX/XX/XXXX, and that she would return my phone call within 48 hours. I have never heard anything back, and they have representatives telling mortgage lenders incorrect information during this time when millions of people are losing there jobs and need help. I know that some mortgage companies are offering a deferment at no penalty, and do not understand why FHA loan borrowers are not able to receive this assistance. 


Please look into this matter. Thanks.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-09 00:00:00
Product: Debt collection — Medical debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: TRANSWORLD SYSTEMS INC
State: VA

Complaint narrative:
XXXX XXXX XXXX received medical care at XXXX, XXXX during the period XX/XX/2019 - XX/XX/2019. I am the parent of XXXX XXXX XXXX and the Primary XXXX. My health care insurance at the time, XXXX, provided 100 % coverage of all medical costs with no copay. I subsequently received an invoice from XXXX in the amount of {$370.00} under the XXXX ID # XXXX. All balances due to XXXX are payable by XXXX, however I was informed by XXXX that the amount was not paid because XXXX  submitted an invoice from XXXX XXXX XXXX  XXXX, rather than from the entity which provided the medical care, namely XXXX  of XXXX, XXXX. I have exhausted all reasonable efforts to resolve this matter directly with XXXX, including making telephone calls and sending a letter via certified mail to XXXX. Notwithstanding the fact that XXXX warranted to me via telephone that it would properly submit the invoice, it simply continues to bill me for a debt which is not owed by me and is outstanding only due to XXXX 's negligence, and has now submitted the invoice to a collection agency, Transworld Systems XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-09 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
Experian is reporting incorrectly that I am ( XXXX ) days late on the XXXX XXXX partial account number XXXX. ( Please see page attached from my credit report. ) This account reports a {$0.00} balance and {$0.00} past due. Please keep in mind that it is impossible to be late on an account with a {$0.00} balance. This false reporting of lates is seriously harming my credit score and this line item needs to be removed from my credit report. I have contacted the bureau to remove this however, I have not been successful.

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 2020-04-09 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
Equifax ; XXXX  and XXXX  are reporting incorrectly that I am ( XXXX ) days late on the XXXX XXXX XXXX  partial account number XXXX. ( Please see page attached from my credit report. ) This account reports a {$0.00} balance and {$0.00} past due. Please keep in mind that it is impossible to be late on an account with a {$0.00} balance. This false reporting of lates is seriously harming my credit score and this line item needs to be removed from my credit report. I have contacted the bureaus to remove this however, I have not been successful.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
Hello. I have a mortgage with Mr.Cooper. I got behind on my payments and contacted Mr. Cooper on XX/XX/XXXX to receive the payment amout to avoid foreclosure. The amount provided was XXXX. I was able to procure the funds that very same day. When I called back on the afternoon of XX/XX/XXXX I could not get through to Mr Cooper on  their phone lines or make the paymentonline. When I finally reached them a few days later they admitted they did have phone issues beginning on XX/XX/2020. 

The issue is now they are saying that the amount to pay to avoid foreclosure is XXXX. 
My argument is that I could not get through to them on the XXXX to pay the amount when it was XXXX. I was told there is nothing that can be done and am still waiting for a supervisor call back that I presume after this amount of time will not be happpening. This appears to me to be not only extremely unfair but possibly illegal.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-09 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
XXXX  ; XXXX  and Transunion are reporting incorrectly that I am ( XXXX ) days late on the XXXX XXXX XXXX  partial account number XXXX. ( Please see page attached from my credit report. ) This account reports a {$0.00} balance and {$0.00} past due. Please keep in mind that it is impossible to be late on an account with a {$0.00} balance. This false reporting of lates is seriously harming my credit score and this line item needs to be removed from my credit report. I have contacted the bureaus to remove this however, I have not been successful.

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 2020-04-09 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
XXXX  ; Experian and XXXX  are reporting incorrectly that I am ( XXXX ) days late on the XXXX XXXX XXXX  partial account number XXXX. ( Please see page attached from my credit report. ) This account reports a {$0.00} balance and {$0.00} past due. Please keep in mind that it is impossible to be late on an account with a {$0.00} balance. This false reporting of lates is seriously harming my credit score and this line item needs to be removed from my credit report. I have contacted the bureaus to remove this however, I have not been successful.

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 2020-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WESBANCO BANK, INC.
State: MD

Complaint narrative:
Due to the financial impact of the CoVID19 Virus Pandemic, Wesbanco Bank solicited an offer to mortgage holders with certain qualifications to defer mortgage principle and interest payments for 3 months. This solicitation was sent via email the last week of XXXX and did not include any further details pertaining to the program, but encouraged recipients to call for further information. Upon contacting the Bank to inquire about the program, I was given the same statement - 3 months deferred principle and interest payments. The phone conversation included the statement that those 3 payments would be added to the final payment at loan maturity as a balloon payment. The only payments required during the " relief period '' would be the required escrow payments. 

At this point, it would appear, based on the statements made, that at loan maturity one would be making a payment that was equal to 4 scheduled payments. This is further supported by the cover letter accompanying the contract for signature. I have included this document as an attachment, wherein one can see that there is no mention of interest accrual. The statement is made, however, that " The deferred payments will be added to the final payment under the terms of the Note causing a balloon payment due on the Maturity Date ''. 

Only when the " contract '' is presented for signature does the bank reveal that interest will continue to accrue over the " relief period '', and is added to the final balloon payment. Neglecting to reveal this at the beginning is very deceptive, and in my opinion is intentional, with the Bank hoping that consumers will not read the final contract, or that consumers are in such financial distress that they have no other option but to agree to these terms. This is a predatory tactic that does not provide any " relief '' to the borrower but only serves to line the pockets of the lender. 

I would encourage the Consumer Financial Protection Bureau to do its part to stop such predatory tactics during this time of financial hardship for some many in this country. I am fortunate to have other options at my disposal, although a 3 month deferral would have been greatly appreciated. Many others are not so lucky and may have no choice but to commit to such a financial burden which could potentially result in future loss of their homes should they not be able to fulfill the obligation of the extraordinary balloon payment at loan maturity.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-09 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I received a letter from sears credit services dated XX/XX/2020 advising me that my sears master card account has been closed. The reason stated was " We took this action because we can no longer support the terms of your account. '' I immediately called customer service for an explanation and I was told by their supervisor XXXX employee number XXXX that a letter of new terms and conditions was sent to my house and returned by the post office. I asked for a copy of the letter and the date it was sent and they could not provide me with one. I was told it was shredded and there was not a copy. I have an online account and nothing was posted in my documents which usually posts all the correspondence that is sent to me. I asked why I was not called or another letter sent to me notifying me of an account closure, and I was told that was not their practice. I believe I have suffered an injustice, due to the fact I have been a customer for 30 years and I was not afforded due process. I would like my account re-instated with the same credit limit that I earned over the years and the same platinum status.

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 2020-04-09 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
on XX/XX/2020 Citibank Credit cards charged me {$1100.00} on my credit card as the minimum monthly payment. The minimum payment had consistently been around {$200.00}, but they took over {$1100.00} and caused my checking account to be overdrawn and charged overdraft fees of {$220.00} so far. When I called the Citibank they said that there was nothing they could do because the money had already been taken out of my bank account and applied to my credit card balance. To have this happen at the time of the coronavirus outbreak when I am experiencing reduced income is unfair. At this point I am unable to buy necesseties as my bank account has now has a negative balance.

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 2020-04-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I had a brokerage account # XXXX XXXX I had an issue with their trading regulation. I decided to sell my position and when my trade were settled on XX/XX/2020 I decided to make two ACH withdrawal through XXXX XXXX. exhibit1 shows the returned ACH withdrawal. 

I then decided to withdraw the entire balance 0f {$9700.00} as shown in cash withdrawal with Merrill Edge. I had contact a certain XXXX XXXX from the brokerage who walked over the phone as i was making the withdrawal online ; this occurred on XX/XX/2020. 

On Monday XX/XX/20 I logged-on to Merrill Edge  and found an overdraft charge for the amount I withdraw, even though It was my cash and all settled cash. I have been threatened by an 18 % charge on the assumed overdraft. I called on XX/XX/20 and talked to XXXX XXXX who assured me there was no overdraft ; on that same day I also talked XXXX XXXX who also assured me not to worry. 

I logged -on to my account on XX/XX/2020 and saw the overdraft not cleared and that my own cash is now treated as a margin. I never had any outstanding margin balance and only draw the cash I deposited initially plus any profit I made o n my trades. Exhibit 2 is the last statement that show all cash was settled and there was no outstanding margin on XX/XX/2020. 

I believe this is pure racial bias and lack of cooperation from Merrill Edge to resolve any issues I had with this account. I really need your help with this unnecessary problem that should not have taken place. everything I tried to do with the account does not seem to work

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 2020-04-09 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NV

Complaint narrative:
the 3 credit bureaus are not updating inqyueries that are posted on their credit reports.my fico has the latest updates and is reporting currently.

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 2020-04-09 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: EQUIFAX, INC.
State: NV

Complaint narrative:
the 3 credit bureaus are not updating inqyueries that are posted on their credit reports.my XXXX  has the latest updates and is reporting currently.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-09 00:00:00
Product: Debt collection — Other debt
Issue: Took or threatened to take negative or legal action — Collected or attempted to collect exempt funds
Company: Riverwalk Financial CORPORATION
State: NC

Complaint narrative:
On XX/XX/2020 ; I contacted XXXX  XXXX XXXX  to advise them that due to the pandemic they have cut my hours and J can not afford there services. They told me I had to cancel there services. I went on there website and printed and signed the cancellation form they had on line and sent it to them to cancel. They called me back and told me they will not honor the cancellation and that they are going to hold me to the contract. They then debited my account for {$190.00}. Prior to this they did not have all of my information and still debited my account. There aggressive strong arm tactics are unfair due to this pandemic that caused myself and so many Americans to be unnecessary hardship.

Company response to consumer: Untimely response
Consumer complaint received 2020-04-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
On Sunday Night, my access to USAA was suddenly frozen, I was kindly ask to submit identification documents and I did. On monday in the day I was told everything was restored and I was able to access my accounts again. 

Not even 10 hours later - I am trying to buy groceries for my family, and my access is restricted again. 

I call and get an extremely rude agent who said I cant have my money for 60 days and that theyre closing my account ; and theres nobody I can speak to. 

Ive been a loyal USAA member, no overdraws never missed a credit card or insurance payment. 

Being a physician and working during this COVID-19 crisis I can not be working these long hours and dealing with banking issues at no fault of my own. I also need access to my money.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: GUARANTEED RATE INC.
State: FL

Complaint narrative:
On or about XX/XX/20, I was referred to a Guaranteed Rate Loan Officer as we were interested in refinancing and we specifically  stated that our main interest was to lower the mortgage interest rate, the mortgage payment, and to get rid of the mortgage insurance. We were informed that a Conventional Loan will help us to do all this so we started the loan application. Based on our credit scores we were informed that the best interest rate for a conventional loan at that time was 3.99 % for a 30 year mortgage. We had a 3.875 % FHA mortgage which was better than what they offered but she informed us that she could manage to lower the mortgage payment. On XX/XX/20, we received preliminary closing fees that will be charged at closing and we noticed that a Discount Points fee was added for {$4900.00}. Then, on XX/XX/20 the 1.5 % of the Loan Amount ( Points ) was reduced to {$3500.00}. During the process of the loan we had several problems with the Loan Processor, that close to the end of the process, I sent an email to the Branch Manager as I was informed by a friend that the mortgage interest rate had gone down, so I decided to send an email to the Branch Manager and she replied to me saying that they couldn't lower the interest rate because of my credit score, but they were still going to be charged 1.5 % in points. At the end, we did not like the way we were treated due to people who refinance are asked to wait because they prioritize Purchase Loans this was said by the Branch Manager in writing via email. As if we the people like us who refinance don't deserve the same attention or treatment. The refinance process is not " free '' as they charge all these fees to include large fees they are not willing to do anything about like when you pay points it is specifically to lower your interest rate. We decided not to refinance and to stay with our mortgage company, everyone should be treated with respect and in a " fair '' manner regardless of what type or mortgage you are applying for Purchase loans over Refinancing loans, and Guaranteed Rate shouldn't give " priority '' to purchase loans as loans should be treated and process in a " fair '' manner. I wouldn't recommend Guaranteed Rate to anyone who is looking to refinance their loan.

Company response to consumer: Closed with explanation