vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-08-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: RUOFF MORTGAGE
State: IN

Complaint narrative:
Told clear to close would be signed off next morning, closing Friday XX/XX/XXXX, closing set, then loan denied abruptly. No further communication. We received a pre-approval in XX/XX/XXXX by company system, turned in all documentation to them. As with every mortgage process knew additional documentation would be required. It was a tough journey, ( we were asked for additional items by underwriter such as son 's marriage certificate, copy of wedding invitation, my college transcripts and additional XXXX for reserve funds to be wired to title company, and were treated as though we were criminals and lying about original documentation turned in. They finally said they received all they needed and took many days/weeks to go over everything with a fine tooth comb as expected for circumstances involved. After much stress and financial burden as we were not able to touch our checking account due to funds always being verified for closing, finally told on XX/XX/XXXX by upper management not to worry, loan would get closed by end of week. Scheduled day off from work. On XX/XX/XXXX called and told the loan was being manually approved and signed off on and we would be closing the next day. Confirmed again morning of XX/XX/XXXX would try and get closed that afternoon but would probably be Monday XX/XX/XXXX. At XXXX received call from realtor that they had fired our loan officer, he was told not have further contact with us and manager would take over loan. We were never told any of this by Ruoff Home Mortgage. Obviously, XXXX was at fault or why would they fire the loan officer who was the only person of integrity over there and tell him not to have further contact. After calls to several upper management and President of company, none of which were returned, finally reached Manager of branch who rudely and abruptly informed me loan was dead. No contact since. On website that they told us to follow closely our loan showed clear to close. Checked again XX/XX/XXXX and loan still showed Initial Underwriting Approval. Still no contact from anyone at Ruoff. On Monday following week received call with completely different explanation why loan did n't close due to us having moved into property per seller agreement due to our home being rented. This was an extremely stressful rollercoaster situation for ourselves and children, we lost money from ending our lease early, as well as having to account for everything that went in and out of our checking account, obtaining insurance, etc. We have supporting website documentation as well as an email forwarded to us.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed
Consumer complaint received 2015-06-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: SUNTRUST BANKS, INC.
State: NC

Complaint narrative:
I was given a pre-approval and the green light to start looking for a home with Suntrust around XXXX XXXX 2015. Made an offer on a home on XXXX XXXX and the process " started ''. Was given the closing date of XXXX XXXX 2015. Went through all the inspections and the whole XXXX to get this home. My seller is/was starting their process to move and find a hime out of state. On XXXX XXXX I got an email ( not even enough respect for a phone call ) stating that I would not be closing on XX/XX/XXXX. Once I make a few phone calls to figure out why, I find out that my loan officer and the processor forgot about me and never even sent me to underwriting. After my sellers agreed to an extention, and Suntrust " doing everything they can '' I find out on the XXXX of XXXX that I was denied. Reason was because of my self-employment relocation. This is something I told Suntrust the very first day I walked in to get pre-approved. I find out after this, that this is something that was known the whole time that I would never have been able to get a loan through them and was just strung along through the whole process, so they could " exhaust every resource ''. It 's a shame that such a large bank and a loan officer that holds the position of VP of the mortgage dept. here locally, can lie to someone and put a huge burden on them while trying to make a major life decision and change. I have been XXXX miles away from my wife and XXXX young children during this whole thing and am now XXXX as I already sold my home in Florida. I must now scramble to find a home to rent as my seller will not sign another extension. All due to Suntrust not doing their job. They have agreed to refund me any money that I have paid out of pocket for inspections, appraisal, etc - and to me, just shows that they know they are guilty in the situation as they are not obtained to do so ( because I should have never made it past his desk in XX/XX/XXXX with a pre-approval letter ). I feel Suntrust should make it right with a customer that they have had for over XXXX years and see that I have the credit, cash, payment history, and income to support a loan from them.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-03 00:00:00
Product: Debt collection — Non-federal student loan
Issue: Communication tactics — Called after sent written cease of comm
Company: AES/PHEAA
State: CA

Complaint narrative:
A letter was sent to this company on XXXX XXXX requesting validation of this debt and to request all further contact be via mail only. 

A letter was sent by me and by my husband who was a co-signer on this loan. Delivery for both letter was confirmed on XXXX XXXX ( can provide tracking numbers ) My husband has received XXXX documents from them that do not apply to the debt they are collecting and has someone else 's social security numbers on them so I know this letter has been received. However they have not responded to my letter. 

They have continued to call my house, my husband 's place of employment and my cell phone number listed above. The last voicemail left on my cell phone was XXXX/XXXX/2016 at XXXX. The last call to my house was XXXX/XXXX/2016 at XXXX. 

My husband has asked them when they have called him at work not to contact him and they have continued to do so. This is a company with no respect of the law trying to collect a debt that has been passed through at least XXXX different collection agencies none of which can provide proof of debt or proof that they have the master promissory note.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-28 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: AES/PHEAA

Complaint narrative:
My loans have been in repayment since graduation from XXXX XXXX University in XXXX 2008. Recently the company that manages XXXX of my private loans has been misallocating my payments. As a result, XXXX of these loans continually look like they are delinquent. As a result, I as well as my parents ( the cosigners ) receive a stream of emails and calls threatening my credit rating. We 've tried calling to straighten things out and every time they realize they 've made a mistake, but the error and the ensuing harassment keep happening. Please help.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: CA

Complaint narrative:
Suntrust Mortgage increased my mortgage payment twice in two months. The second time they did not inform me of the new payment amount until I received a notice saying that unless I Payed the extra amount I would be reported to the financial bureau for non payment

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 2017-01-12 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Shopping for a loan or lease — 
Company: SUNTRUST BANKS, INC.
State: DC

Complaint narrative:
Describe what happened so we can understand the issue ... 
I applied for an auto loan on XX/XX/XXXX with SunTrust 's lending arm, XXXX. On XX/XX/XXXX I called XXXX after receiving a notice to contact. I provided all the information asked. I then received a notice to provide a copy of my work paystub and proof of liquid assets by the XX/XX/XXXX deadline. 

I uploaded a copy of my most recent paystub and a screenshot of my liquid assets which showed all of my accounts and proof of name/address on XX/XX/XXXX. 

I received notice on XX/XX/XXXX that XXXX would not accept the screen shot and they no longer wanted proof of only liquid assets, but liquid assets and work deposit that occurred within the last 30 days. XXXX also now wanted a copy of my XXXX from XX/XX/XXXX instead of a paystub. XXXX did not update the deadline date, instead the deadline was still listed as XX/XX/XXXX 

I do not receive my official bank statement until XX/XX/XXXX, and I 'm paid monthly, and I do not always choose to receive funds verse reinvesting into the company, so I was waiting until that date to provide an official statement as they, as I had not been given a deadline as to when these new documents must be received by. 

I 'm sympathetic to the fact that XXXX must take all necessary steps to protect itself during the loan process, however, when XXXX updated what new information they needed, they should be required to have an updated deadline for when that information is required, listing XX/XX/XXXX for when information is required on XXXX XXXX, is deceptive to the customer. On XX/XX/XXXX, I received a notice that my application for a loan had been rejected because I had not submitted the information requested by the due date ( again no deadline was given for when this information must be received ). 

I tried to contact XXXX via SunTrust Bank ( XXXX is a subsidiary of Suntrust ) for a resolution on XX/XX/XXXX. On XX/XX/XXXX I received a phone call from XXXX XXXX in their XXXX XXXX Department who said she would look into it. On XX/XX/XXXX, I spoke with XXXX who said her XXXX had sent a letter on XX/XX/XXXX, saying too much time had gone by from the first application and that I should reapply, meaning an additional Hard Credit pull on my account. 

XXXX 's process is deceptive to the consumer, not listing updated deadlines. 
XXXX advertises on their website " Your best loan experience guaranteed or {$100.00} is yours! " However, you 'll find out upon digging deeper, they only give you the {$100.00} if you 're approved, I would say this was by far the worst loan experience I 've ever had. 

Ultimately, XXXX asked for additional information without providing a timeline for when that information was due, which is a deceptive business practice.

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 2016-09-14 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: CA

Complaint narrative:
The numbers on my loan do not add up, and I have contacted the Fedloan Servicing Ombudsman and made multiple attempts to work with FedLoan Servicing Directly. 

For example one of my loans states the following. 
Original Balance : {$22000.00} Unpaid Interest : {$1900.00} Current Balance : {$27000.00} ( The balance based on the Original Balance and Unpaid Interest should be {$24000.00} not {$27000.00}. ( Where did this additional {$3000.00} charge come from? ) There are numerous unexplained charges like this. Approximately a year ago my balance was {$150000.00} then it went to {$180000.00} without any actual explanation. 

All this documentation is attached to the complaint. 
I have made all monthly payments, and will continue to do so, but I do not understand how FedLoan Servicing, is racking up phantom charges and interest. I fully intend to pay what is owed, and what I borrowed for school, but there is currently about {$40000.00} of unexplained charges, which interest is being applied to. 

I would appreciate any help CFPB could provide me to ensure that these balances are correct. 

XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-23 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ARS National Services, Inc.
State: VA

Complaint narrative:
I called the company and they didnt want to hear that the debt was not mine. Stated repeatedly that it was owed because " it was under my name '' I have not used XXXX in YEARS and the information and debt letters were sent to my mother 's address. An address I have not lived at for over 10 years. I requested to get this removed and disputed this with them as well. I keep receiving letters with them sent to my mother 's home in regards to this and I 'm NOT happy!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: AES/PHEAA
State: FL

Complaint narrative:
I consolidated XXXX loans at different % from 1 to 6.8 %. The formula use to add all loans at different % is not to favor the borrower but the institutions. The % that I got is still to high at 6.12 % and cant make payments. They sold my loans to other institutions that I had at 1.5 % and gave it to me at 6.12 % in the consolidation? Is this fair? yes I read the fine print. I did not have to consolidate the lower % loans, but could not cover the monthly payment with so many loans. You tell me. How can we jump in XXXX giving fairness all the tactics that the lenders use to profit from the education that we seek.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-08 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: CT

Complaint narrative:
I have numerous private student loans originating from 2003 along with federal student loans. I did n't finish school my first time around after becoming pregnant and quickly seeking a job to help assist in raising her. Trying to get out of my financial troubles I forged ahead to go back to school. My student loans in the meantime ran out of deferment and forbearance time period and became due while I was in school. Eventually, finishing school and finding a job and an apartment while caring for a child without assistance, I have always had the upward battle of trying to pay off my student loans. It has always come down to choosing to pay my bills for the cost of daily living versus student loans. I became so far behind I just could not keep up with them and it spiraled out of control. When I tried to ask for lower payments it was n't granted and my immaturity and lack of knowledge made me think I had no other options but to default, by the way the lenders were presenting me with the information. They offered my large lump sum settlements in the amounts of $ XXXX plus, things just unrealistic when I 'm living paycheck to paycheck. Now I am being sued with possible wage garnishment that I ca n't afford. There are lessons to be learned here, but what I am most sad about is that I have a child who is almost XXXX and a XXXX who o can barely support because of debt I accrued when I was XXXX/XXXXyears old. If only I had known better I probably would 've went to a state school rather than private school.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-22 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 am a XXXX on limited funds. On XXXX XXXX, I deposited my payroll check into the ATM prior to going on a XXXX trip on a Friday. I used my bank card for expenses while on the trip over the weekend. I did n't realize that my deposit showed {$0.00}, vs the over {$410.00}. SunTrust then reshuffled my transactions and my put my deposit on the end and charged an NSF fee for all transactions the next business day. By the time all Fee 's were assessed, the total fees are {$430.00}, ON TOP OF THE TRANSACTION 'S I made. Over the weekend ( XXXX XXXX ), I deposited a XXXX payroll check for {$110.00}. With all XXXX payroll checks deposited and the transactions, my account is now in the negative over {$300.00}. Again, as a XXXX trying to save money to return to school in XXXX, this is a MAJOR setback! I am thoroughly disappointed in how Suntrust has refused to refund the NSF charges due to them not adding my payroll checks. This will take me WEEKS to recoup this money and unfortunately, I do n't have this kind of time as books need to be purchased in a few weeks. I am BEGGING for some assistance with this matter.

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 monetary relief
Consumer complaint received 2015-11-20 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: AES/PHEAA
State: OH

Complaint narrative:
My son took out a student loan from XXXX XXXX Bank XX/XX/XXXX. He was attending XXXX University in Ohio. XXXX then sold it to American Education Services. I am the co-signer of that loan. XX/XX/XXXX I received a letter from AES stating that the loan was delinquent and to bring the loan current I would need to submit {$120.00}. I sent the payment in on XXXX. The check was cashed on XXXX XXXX. XXXX was only working 1 to 2 days a week XXXX in XXXX, Ohio. He tried to get a deferment. We never heard from them. I never got a delinquent notice since XXXX. In XXXX I get a collection agency calling me. So I called AES XX/XX/XXXX, spoke with XXXX # XXXX. He told me that he could not get a deferment because the loan was in default as of XXXX XXXX or XXXX. I asked him how that could be because sent in the payment in XXXX to bring the loan current. He said it was in default because XXXX and XXXX payments were not made. I asked him why I was only billed for XXXX. He stated that they only bill for current month. So they took my payment and defaulted the loan anyways. The loan was sold to XXXX XXXX in XXXX ( XXXX ). They would not accept a payment plan. They would only accept full payment of XXXX. A lawyer advised us to make a payment to bring the loan current. On XXXX XXXX, I sent AES a {$700.00} check. This was the only address that I had. The check was cashed on XXXX XXXX. I called AES and they told me that they would forward it to XXXX XXXX in 45 days. Never heard another word from them. Now we get a letter from XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. My complaint is with AES that as a co-signer there was no notifications. If I would of known that the XXXX and XXXX payment was dueI would of payed it. Now we are in this mess. I would like to file a complaint against AES.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: PA

Complaint narrative:
I just recently was switched from XXXX to FedLoan Servicing after qualifying for the Public Service Loan Forgiveness program. Since switching, I have had nothing but confusion, anger, and frustration with FedLoan. The customer service is poor to nonexistent. I have submitted tickets through email at least 4 times in the past week, and none of them have been answered. The links on their website are broken. After I paid a past-due amount ( late due to confusion on when my payment was due, how to pay, and questions of the like that were submitted WELL before my due date ), I am still in delinquency days after paying. This is affecting my credit score, my bank accounts, my life! I suggest that the Consumer Finance Bureau follow this link : XXXX a testament to the MANY of people who are continually being ignored and, quite frankly, XXXX by FedLoan. At this point, I feel like taking legal action because of how difficult this has been, and it has been under two months since I have been with them. I can not imagine another ten years of this! At this point, I wish I had n't ever applied for PSLF and had stuck with XXXX. Avoiding FedLoan Servicing may have been worth the extra thousands I may have saved if I had never qualified for PSLF, which is so unfortunate. Redo the website. Process payments faster. Get better and more customer service. Lay out clearly when payment are due, penalties, defaults, etc. so that people understand their loan repayment. PARTNER WITH XXXX, WHO MAKES THIS ALREADY XXXX PROCESS QUICK AND EASY! Down with this horrible, scheming, behind-on-the-times company!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-03 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: UT

Complaint narrative:
I have sent multiple requests to myfedloan.org to tell them how I would like my additional payments to be processed. I have been paying extra every month, and want the highest interest loans to be paid first - duh! Well after 2 months of requesting to apply my extra payments to principal, and 2 months of my payments being applied in the same way that they always have, I 'm losing confidence in them. I have saved my email correspondence with myfedloan.org ( though, they have never personally responded -- I only get canned, automated responses ). they are costing me thousands in interest, and I want to get this resolved as soon as possible.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-05 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: MD

Complaint narrative:
I recently purchased a copy of my credit report and noticed that the XXXX student loan accounts that I have with " FedLoan Servicing '' are reporting late from XX/XX/XXXX until XX/XX/XXXX. 

I was granted a forbearance from XX/XX/XXXX - XX/XX/XXXX, however my credit report still shows late payments from XX/XX/XXXX - XX/XX/XXXX. I have tried contacting both FedLoan and the individual credit reporting agencies, however this information came back verified. 

I would like to place a complaint on both FedLoan and the Credit Reporting Agencies as subject to Section 623 ( a ) ( 2 ) the furnisher of this information has an obligation to provide this updated information to the Credit Bureaus. Furthermore, the Credit Bureaus are obligated under Section 607 ( B ) to report this updated information on the consumer 's credit report. 

I have documentation supporting both that the forebearance was granted and that the inaccurate information was verified. 

Thank you for your time and attention.

Company response to consumer: Closed with explanation