vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-03-04 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: SC

Complaint narrative:
Escrow Balance : IS {$2600.00} I HAVE ASKED SHELLPOINT MORTGAGE SERVICING TO PAY INSURANCE OUT OF ESCROW I HAVE ALREADY PAID {$1300.00} .THE PAYMENT IN THE SUM OF {$2100.00} TO INSURANCE COMPANY THE PAYMENT IS DUE BY XX/XX/XXXX AND {$450.00} PER MONTH GOES INTO ESCROW EVERY MONTH.XX/XX/XXXX TAXS BILL ALREADY WAS PAID.THIS IS THERE RESPONSE : Thank you for contacting Shellpoint Mortgage Servicing. 


Your initial inquiry was sent to the Insurance Department and is still under review Please know that although your request may be completed sooner, it can take up to 30 business days for your request to be fully reviewed, processed, and completed by our Insurance Specialists. Once completed, someone will respond to your initial inquiry. If you would like to check on the status of your request, please call us at the number shown below for the most up to date information, as the account will be updated once it has been reviewed. 

If you need further assistance, please call our customer service department at XXXX. 

Thank you, Loan Servicing Department Shellpoint Mortgage Servicing XXXX ( p ) XXXX ( f ) XXXX

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: EQUIFAX, INC.
State: NV

Complaint narrative:
My XXXXXXXX XXXX XXXX loan was refinanced by XXXX XXXX. XXXX XXXX sent XXXXXXXX XXXX XXXX a payoff check which they cashed, but never applied to my loan. I was stuck paying 2 home equity loans for months. I tried multiple times to get this resolved and escalated with both companies to no avail. XXXX XXXX  finally had to reissue the check and send it again to XXXX. The check was received in XX/XX/XXXX and loan payoff was backdated to the original payoff date of XX/XX/XXXX. All monthly payments that were drafted from XX/XX/XXXX through XX/XX/XXXX were returned to me by XXXX. However, XXXX reported me 120+ days past due on my credit report in XX/XX/XXXX due to all of this. I was never late on any payments as they were auto debited from my account. I was even making two HE payments while all of this was resolved by the financial institutions. This prevented my husband and I from purchasing a home at the time because we couldn't get the title sorted out.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Innovis
State: NV

Complaint narrative:
My XXXX  home equity loan was refinanced by XXXX XXXX. XXXX XXXX  sent XXXX Home Equity a payoff check which they cashed, but never applied to my loan. I was stuck paying 2 home equity loans for months. I tried multiple times to get this resolved and escalated with both companies to no avail. XXXX XXXX finally had to reissue the check and send it again to XXXX. The check was received in XX/XX/XXXX and loan payoff was backdated to the original payoff date of XX/XX/XXXX. All monthly payments that were drafted from XX/XX/XXXX through XX/XX/XXXX were returned to me by XXXX. However, XXXX reported me 120+ days past due on my credit report in XX/XX/XXXX due to all of this. I was never late on any payments as they were auto debited from my account. I was even making two HE payments while all of this was resolved by the financial institutions. This prevented my husband and I from purchasing a home at the time because we couldn't get the title sorted out.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Resurgent Capital Services L.P.
State: MS

Complaint narrative:
For the past two years, I have had a fraud alert placed on my credit report due to multiple credit inquiries and accounts opened up in my name. I have disputed this account multiple times and it always comes back that it meets FCRA requirements. 

I did not sign any documents agreeing to a XXXX XXXX XXXX Credit Card, which is the original creditor.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
On XX/XX/20 I requested to begin the process to remove the PMI on our mortgage with Wells Fargo. We paid Wells Fargo to commission a third party to complete a BPO. That BPO was sent to me on XX/XX/20. On XX/XX/20 I inquired with Wells Fargo about the next step. They let me know I would have an answer within 14 business days. On XX/XX/20 I sent an inquiry and called them since I hadn't heard anything. they assured me I would get a call back on XX/XX/20. On XX/XX/20 a rep called me and said they had no update but should within 10 days. Basically they are ignoring the request and I will probably have to pay an additional month of PMI.

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 2020-03-04 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: EOS Holdings, Inc.
State: TX

Complaint narrative:
I sent a challenge letter XX/XX/2019 to XXXX  about an incorrect account on my credit report. I ask XXXX   to investigate the account serval times only to get back that the account is verified or accurate. There's no way the account is accurate or verified. I never received a proper investigation from XXXX. The service address for this account is a place I've never lived or authorized service too. This account is not mines! 

I mailed at least 3-4 times about this matter and I called yesterday and was told there's nothing they can do if the data furnisher deems it accurate? I've never received any proof or letter proving this account as accurate.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Debt collection — Medical debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: WAKEFIELD & ASSOCIATES, INC.
State: RI

Complaint narrative:
On XX/XX/XXXX, your company ( Wakefield & Associates ) sent me a notice that my account has been listed for collections. Shortly after receiving this notice, I called ( XX/XX/XXXX ) your company and spoke with XXXX XXXX XXXX XXXX to explain the situation. I had been involved in a car accident, and went to seek medical services following the incident. The accident was not my fault, and the at-fault partys insurer had accepted liability. After calling you, I was assured that there would be no further action, and to have my attorney send you something conveying that I have legal representation. There may have been a communication error somehow, and you did not receive the contact from my attorney. 
Immediately after I became aware of my credit score collapse on XX/XX/XXXX, I contacted my attorney. He has since tried several times to resolve the situation with you, but it seems he has been rebuffed by your company. I do not understand why this would be ; any documentation you need would be willingly and promptly provided. 
Because this was a no-fault accident, I had been advised by the other billers and my attorney not to pay the account balances until after a settlement was made. I was very willing to pay, to avoid any adverse credit reporting, since I have had outstanding credit and wished to protect it. All other billers from my visit to XXXX XXXX XXXX have not pursued collections except for Wakefield & Associates, on behalf of XXXX XXXX of XXXX, XXXX. 
The at-fault party in the accident was cited with a traffic violation, and their insurance provider paid for total property loss ( of my vehicle ). However, the medical costs I incurred, by going to the emergency room following the accident, have been contended by the at-fault insurer because of the extraordinary costs of the services ( I had no private medical insurance to mitigate the costs ). The outrageous costs for the services are apparent, but should not be of consequence to me, as I hold no fault for the cause of the accident, and liability is accepted by the other party. Having stalled on paying the full amount required to cover the medical costs, the settlement process has endured for more than a year.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC.
State: NM

Complaint narrative:
On XX/XX/XXXX I applied for the income based repayment plan so that I could qualify for the Federal Service Loan Forgiveness after 10 years. On XX/XX/XXXX I called to check to see how many months remained and was told I was only on the income based repayment plan for 2 years. The woman I spoke to, Ms. XXXX XXXX, said prior to that it appeared I was on the income based contingent plan even though I asked to be put on the income based repayment plan and and she commented that they Navient puts you on the plan that is best for you. Needless to say this isnt the plan that is best for me. This is the plan that is best for them. I wont get credit for the time I have been making payments. She also said I apologize for the wrong information you were given. Well, this has wiped out 6 years worth of payments and has derailed the plans I had of applying for the PSLF in two years. So basically {$80000.00} in Lon forgiveness is gone because they gave me wrong information.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Debt collection — Payday loan debt
Issue: False statements or representation — Impersonated attorney, law enforcement, or government official
Company: Northwood Asset Management Group
State: PA

Complaint narrative:
A company continues to call me from XXXX. The representative is impersonating a lawyer and threatens to see me in court and hangs up the phone when I ask for a validation letter.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: BARCLAYS BANK DELAWARE
State: NY

Complaint narrative:
Problem : {$1300.00} worthy of Uber Visa Card points are forced to depreciated into {$250.00} uber cash Late XX/XX/XXXX, Barclays relaunches the Uber Credit Card. In the informing email sent out to its existing card-holders, it only emphasized the change of new rewards earning structure, including earn 5 % back in Uber Cash, mentioned all rewards points would be converted into Uber Cash if not asked to be redeemed by card-holders before XX/XX/XXXX. 

Mid-XX/XX/XXXX : I redeemed {$250.00} Uber Cash, which is marketed as " earned this billing cycle. '' I couldn't help notice that there was {$1000.00} marked as " earned last statement '' but I was unable to redeem them because {$250.00} was all that the Uber app showed as " available to redeem. '' ( Please see attached Exhibit A and B for reference ) I called up Barclay and they asked me to seek help from Uber, so I did. Then Uber asked me to address the issue Barclay, so I called Barclay again. This time they agreed to open an investigation for me. 

XX/XX/XXXX, I received a letter from Barclay asking me to call them for more information about my case. I was informed by the representative that the {$250.00} I redeemed are of the same value the {$1300.00} rewards points in the past and therefore she could not help me match the discrepancy. In other words, my {$1300.00} worth of rewards is depreciated into 20 % of its original value because Barclays and Uber decided this is how they want to do their business.

My complaints : 1. This is an atrocious breach of trust and contract, not only because this is not the term I agreed when I signed up for Uber Cash, but also a fraud of allowing card-holders to assume that they reward points are of the same value in U.S dollars only to be redeemed in a limited manner.

2. The email that was supposed to serve the purpose of informing card-holders change of contract terms was opaqued by the highlights of new benefits and encouragement of usage of Uber Card, which in its very nature is advertisement and a distraction of important notice.

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 2020-03-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: SYNCHRONY FINANCIAL
State: HI

Complaint narrative:
When you first login to your Care Credit account with Synchrony Bank, a window appears requiring that you update your personal information with this message : " Our records indicate that you may have incorrect or incomplete data on file. Please take a moment to verify your personal information to ensure delivery of important notifications. '' You can only select the button " Update Required '' because the " Continue '' button does not work. 

The second pop-up window indicates 3 missing items on my account per Synchrony Bank is my work and home phone numbers and my monthly net income. Now, since Synchrony already has my mailing address and mobile phone number, I dont feel I need to also give my home and work phone numbers. Further, in providing additional phone numbers, you are agreeing to Synchonys contacting you at those numbers to which I do not agree. Finally, since I already have an established line of credit and an account in good standing, there is no need for Synchrony to know my current monthly net income. I will disclose my income when I need a higher line of credit. Synchronys message on that pop-up window is " Our records show that we do not have your updated income. Please review and save. '' I left my income at {$0.00}. Selecting the cancel button took me right back to the original pop-up screen soliciting for my personal information. Selecting the continue button exited me from that solicitation loop. I think most people would have responded to the invasive request and inputted their personal information because you can not easily exit out of the loop and the language " update required '' is a mandate. 

I complained to Synchrony that asking for income information as if it were a required update is misleading and an invasion of privacy. That complaint has been erased from my Messages history on their website. Synchrony is wrong to solicit customers ' most current personal income information as if it were a required disclosure when those customers have already been approved by Synchrony for a line of credit. If Synchrony would like to have that information to consider increasing a customers line of credit, then it needs to state it as such. Otherwise, it should NOT be privy to that information.

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 2020-03-04 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/2020, I transferred around $ 250K of funds into Merrill Edge account based on the advisor 's claim that I would be  eligible for " Preferred Rewards '' within a few weeks. My transfer-in bonus is contingent upon my Preferred Rewards status. If I do not qualify for Preferred Rewards, I get no transfer bonus. 

Before this, I have around {$300.00} in my Bank of America savings account. 

On XX/XX/2020, I calculated my account 3-month average balance to be : [ ( XXXX * 8 days ) + ( XXXX * 82 days ) ] / 90 days = {$22000.00} which is above the $ XXXX  threshold to be enrolled in Preferred Rewards. 

On XX/XX/2020 I called XXXX and spoke to XXXX at XXXX, Rhode Island ( Advanced Client Solutions ) and he said that I wouldn't be qualified until XXXX, which would make me ineligible for the brokerage account bonus. 

Interestingly, XXXX provided this calculation : My 3-month average balance = XXXX/90 = {$2700.00}. 

I asked him to consider holding $ XXXX at B of A for 90 days, and try his formula again : His 3-month average balance = XXXX/90 = {$220.00} which means even after waiting 90 days, this person wouldn't be eligible for Preferred Rewards. 

By this logic, one would need XXXX XXXX Dollars in order to be eligible for the lowest tier of the Preferred Rewards program.

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 2020-03-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Loan balance remaining after the vehicle is repossessed and sold
Company: Santander Consumer USA Holdings Inc.
State: MS

Complaint narrative:
I was always current with my payments with Santander. When I reached out to them in XXXX or XXXX of 2019 and told them that I was starting XXXX school and that I needed help with lowering the payments, they told me that my only option was to refinance the car loan, which I could not do. 

Well, I had to voluntarily give up the car. The car was sold at an auction for less than the original balance and now Santander is coming after me for {$7000.00}. This is still being reported on my credit report and it's not right. 

Not to mention, how Santander is charging the same amount of interest as the car price. For example, my car price was $ XXXX. After 72 months, my payment would be over 30k to this company. 

I don't understand how finance companies are getting away with cheating people like this.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: SLM CORPORATION
State: MI

Complaint narrative:
For the past several months I have had an ongoing issue with Sallie Mae. I dont have specific dates because it is every single month there is a problem with Sallie Mae. First they turned off my auto debit for my payment, I called and was told auto debit was not an option even though I had it for over a year. Called back again and someone said it was an option and wasnt sure why I was told that. Auto debit was turned back on, then Sallie Mae continued to pull my payment from the incorrect bank account after I had called twice to update it, they charged me late fees for an error that they made. Now every month I have to call to set up a payment and sometimes I am told auto debit is on and sometimes I am told I have no auto debit on my account. All payments are up to date, and since XX/XX/2020 I have been fighting with them because they are saying my account is past due when I literally spoke with someone and have emails showing the payment being processed. Every time I call a customer service representative with what seems like has half a brain tells me something different about my account. One told me I owed {$400.00}, another told me {$900.00}, another told me {$700.00} and another told me {$1600.00}. When I asked why that was the balance owed when I made all payments her response was well I didnt really look into it so you mean to tell me youre a rep for a student loan company and you tell someone information about a payment and you dont really look into it? They told me to submit my bank statements showing proof of payment, I did, then they call back a few days later saying they cant find the bank statements I submitted. And then tell me a new balance is owed. How is there a new balance owed every time? And how is there a payment due when Ive made the payments? They offer no solutions, they offer no alternatives, they have no knowledge of anything they are talking about. Every single person I speak to has something different to say about my account but not a single person can offer a helpful solution. This is the absolute worst company I have ever dealt with and I have no idea how they are even operating. The most unprofessional, unknowledgeable company in student loans. They lose my payments, then put them past due, then state my account is current, then say theres late fees. I dont trust this company with any money I have to give them.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-03-04 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: HI

Complaint narrative:
I call Experian and XXXX made it very clear this a fraud account

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 2020-03-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: EQUIFAX, INC.
State: IN

Complaint narrative:
Equifax is reporting the following items inaccurately ( see enclosed ). This violates the FCRA.

Company response to consumer: Closed with explanation