vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-06-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Settlement process and costs — 
Company: Rocket Mortgage, LLC
State: ME

Complaint narrative:
I am a XXXX time home buyer in XXXX Maine who applied for an FHA loan through XXXX of the nations largest online home mortgage lenders. 
The Sellers and I desired to complete a private sale because that suits our preferences. 
The Sellers and I drafted a purchase agreement together and I submitted the draft to my attorney for review and corrections. My attorney placed in the Purchase Agreement contract language that would protect the interests of both the Sellers and I. 
XXXX stipulation that protected the buyer was that if the appraised value of the property and therefore the financed amount is less than the agreed purchase price minus the earnest money down-payment, then I would be released from the requirements of purchase agreement and could demand a refund of the earnest money. 
The home buying process with the lender initially went very quickly and smoothly up until the order for the appraisal was issued. At that point, the process slowed to a standstill because no Appraisers have bid for or accepted the order. 
After the appraisal order was issued two weeks and no appointment was made, I became concerned and obtained the Roster of Appraisers in XXXX XXXX in Maine and called each XXXX. I learned that most of them had made it an unofficial policy not to accept orders from XXXX and some explained their negative experiences in prior dealings. I learned of many abuses that the appraisers endure that I would like to relate to you if you inquire it of me. 
I did n't know what XXXX were so I did some further research learned that XXXX serve as a XXXX parties that prevent conflicts of interests between the lenders and the appraisers. 
The appraisers that I spoke to were pleasant people and professional, they all stated that they had plenty and enough work without the need to reply to orders from XXXX so that they may avoid the difficulties they had previously experienced. 
I had submitted the Purchase Agreement to Quicken Loans on XXXX XXXX 2015. The closing date was initially scheduled for XXXX XXXX 2015. We did not close on this date because no appraisal has been completed. I am told that all other requirements have been met. 
The next closing date is XXXX XXXX, the date that my Purchase Agreement expires. 
No appraiser appointment has been scheduled. I am concerned that I XXXX lose my Earnest Money down-payment if the sellers decide not to sell to me after our purchase agreement contract expires and no appraisal is completed and I ca n't close. 
HELP! I do n't want to lose my money because the lender ca n't get an appraisal scheduled. 
What can my family and I do to get an appraisal and hopefully close on this home by the closing date on the Purchase Agreement Contract?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
I wanted to refinance my home equity loan and first mortgage. I am currently living in an apartment in XXXX while my husband works, while our home is in XXXX. I contacted Quicken Loans and began the process with them. The explained it would have to be considered an investment property. After some crazy paperwork we were approved of the mortgage. They took XXXX dollars for the appraisal and I was told it would cost XXXX and I would get back the remainder. The appraisal came in and I was sent documents saying that because the appraisal came in low I 'd have to pay PMI until I got to the 80 % threshold. I signed the paperwork and was waiting for a settlement date. I received a phone call today from their " solutions specialist " saying because my home is considered an investment property and because the appraisal came in low they would n't be able to give me a loan. They said that they would only be able to give me 75 % on the value of the home. Which would n't cover the XXXX loans I wanted to refinance. 
My problem is I thought the estimate was low balled. And after the phone call I researched Quicken loans to see if there were any complaints regarding this type practice, I found hundreds of similar complaints that after they get your money for the good faith and appraisal the value comes down lower than it should be. They compared my homes that were smaller square footage and smaller property size and I find this disingenuous. 
Also when I got the documents the appraisal came in at XXXX not the XXXX XXXX they quoted me. 
I think this is a scam. They take the money and then low ball the estimate to either keep a large chunk of the appraisal ( maybe they have appraisers that take XXXX or less. ) or they want you to pay PMI. Something is n't right. They generated paperwork like all was well with the loan. And we sent all the documents back, how can they get away with this?

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-07-26 00:00:00
Product: Mortgage — Other mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
A new loan has been created.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-09 00:00:00
Product: Mortgage — Other mortgage
Issue: Settlement process and costs — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
I received a phone call from Quicken Loans on or about XXXX 2015 informing me I could refinance my current mortgage at a lower rate with no points and no costs. We began the process and locked the rate at 4.250 percent ( with no points and no costs ) and a rate lock expiration of XXXX XXXX. 

I was ready well-before the date, but XXXX was not. When they were ready, on about XXXX XXXX, I was told the rate lock had expired and that I could only have the rate that was promised ( 4.250 % ) if I agreed to pay points ( a little less than 1 % ). It feels pretty much like XXXX pulled a bait and switch, because I can point to XXXX periods in the process where they went radio silent for approximately XXXX weeks in total between the beginning of XX/XX/XXXX and end of XX/XX/XXXX ( this can be documented. ) Additionally, on or about XX/XX/XXXX-XX/XX/XXXX, I sent a series of emails to the loan officer expressing increasing alarm at the looming deadline. 

They do not deny being the cause of the delay that caused the expiration of the rate lock, but they will still not honor the offer made to me originally and that I in good faith moved forward under. I am saddened that I have to file a complaint for them to do the right thing, but here we are.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: DE

Complaint narrative:
My loan was recently purchased by Nationstar mortgage. My XXXX statement includes late fees of {$1200.00}. I am trying to dispute this amount. Nationstar claims that the fees transferred from the previous lender, however, I have disputed this as I have my payment history and had no late payments from XXXX mortgage either. XXXX claims the fees transferred from a previous lender. I am trying to refinance this mortgage and need to have these fees removed.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
Recently l was reimbursed fees that were charged by an Equity Accelerator Program. This refund prompted me to look into other accounts to see if there was discrepancies with the fees that I have been charged. I discovered a ton of fees that have been charged to me by my mortgage company Nationstar. In the month of XXXX XXXX I was changed XXXX fees of varying amounts. In XXXX XXXX I was charged XXXX fees of varying amounts and in XXXX XXXX I was charged XXXX fees of varying amounts. There are other months in which I was charged just XXXX fee, but the amounts always vary. When I contacted Nationstar I was originally told that the fees XX/XX/XXXX stemmed from a missed payment in XXXX XXXX. I was told that only a principal payment had been received. When I pointed out the fact that the history shows a regular payment and a principal payment on XXXX XXXX, XXXX the story changed. The next explanation that I was given was related to the bankruptcy that I filed in XX/XX/XXXX. I was told that I missed payments in XX/XX/XXXX and XX/XX/XXXX and that the fees that I am being charged in XX/XX/XXXX and XX/XX/XXXX are related to those missed payments. When I pointed out the fact that my mortgage has only been with Nationstar for 39 months but that I am charged XXXX fees I was told that I was misunderstanding the charges. Well I do n't understand the charges. As I stated my mortgage is paid through an Equity Accelerator Program. I ca n't remember when I started the current program because I had had it set up through XXXX XXXX prior to my mortgage being sold. I attempted to speak to Equity Accelerator and they advised that due to a system upgrade I am not currently able to review my transaction history. Any questions can be answered by a representative. When I spoke to the representative she referred me to Nationstar. I am getting the run around here and I need to get to the bottom of this.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
My mortgage servicing company, Select Portfolio Servicing, received my payment on XXXX XXXX, 2016 electronically from my bank. Funds were applied to my conventional mortgage on XXXX XXXX, 2016 XXXX day after electronic receipt, although they were applied incorrectly. The payment submitted was {$28000.00}, of which {$3200.00} was for the regular payment and the remainder for principal reduction ; for this it was noted as " other payment '' on their web site, the only option available. The payment applied was {$3200.00} for the scheduled payment and {$5000.00} in principal reduction ; the remaining {$20000.00} was noted in the payment since it was a single electronic payment but the amount does not show in the accounting of the mortgage. In particular, the mortgage principal shows a reduction of {$5000.00} only. Several calls have been made, with the most recent saying it will take XXXX5 business days to apply this ; unfortunately, this is contrary to Federal law requiring payments be applied on the day received. Their mishandling has incurred extra interest charges since the principal was not reduced. Additionally, they changed the next payment date, apparently with a policy to pay up to two months ahead with extra payments instead of applying to principal ; this was not provided in any documents or truth in lending, and results in the customer paying higher interest for the loan which is disturbing when Select Portfolio Servicing , Inc. already maintains an escrow account with has more than a months payment in it.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: SC

Complaint narrative:
WE FELL BEHIND 2 PMTS. WE SENT IN 1 XXXX PMTS FOR 4 MONTHS BUT THEY KEPT SENDING THEM WANTING THE FULL XXXX DUE, WHICH WE DID NOT HAVE. THEN THE HARASSING CALLS SEVERAL TIMES EACH DAY. AFTER FINALLY TALKING TO A REP HE TOLD US TO STOP SENDING PMTS UNTIL THEY GOT IT STRAIGHTENED OUT, THAT WAS 3 YEARS AGO. NOW THEY HAVE FORECLOSED AND ARE AUCTIONING OFF OUR HOUSE ON XX/XX/2016. STAY AWAY FROM THESE PEOPLE THEY WILL XXXX!!!!!!!!!!!!!!!!!!!!!!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-14 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: OH

Complaint narrative:
my refinance loan was denied because they said that I did n't make enough money, i made XXXX but they said they only would use XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-11 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
A few days ago I damaged my card. No lost the card but damaged the card. I immediately login to my account and made a reporting of the situation. Per the agreement there is no charge for the Damaged card. I sent the Financial Institution a online message stating where is the card and when was it processed. I then noticed today after login in that there was a BAIT and SWITCH regarding the TERMS. This seems to be a pattern regarding this Financial Institution and their methods. I ask that the money is returned asap. As this is considered THEFT. If not returned I will be forced to file suit regarding the Unauthorized Debt.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-19 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
After the death of my father, I went with my mother to her local branch of BB & T located at XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX. The purpose of this XXXX XXXX, 2016 visit was to remove my father 's name from their safety deposit box and add mine. We dealt with XXXX XXXX, Branch Manager, and XXXX XXXX, Branch Banker. The latter was XXXX who worked with us on the paperwork. On XXXX XXXX, 2016, I received an alert that a hard pull had been done on my credit. I complained to BB & T that 1 ) they did not have a legitimate business purpose for accessing my credit information and 2 ) that I wanted them to remove the credit inquiry. I received a call on XXXX XXXX, 2016 from a representative from BB & T bank. This rep stated that they did have a legitimate business purpose. She did not cite the specific part of the FCRA to which she referred, but did mention that BB & T was required by law to check to make sure I did n't have any fraud claims against me, etc. if I was to be named on a safety deposit box ( XXXX can only assume " required by law to consider an applicant 's financial responsibility or status '' XXXX although I fail to understand how it applies ). I then said to her that the check was then complete and the legitimate business purpose had ended. She replied that they had an interest in selling me further services at the bank. I told her that I did not want any services from BB & T and that its " interest '' was unfounded. She said she would put me on a " do not call '' list. I then asked why, if this is such standard practice, I was not notified upon signing the paperwork to add my name to the safety deposit box that I would be subject to a hard credit pull, which would affect my credit score. She replied that there is a " huge '' sign " three times larger '' than any name plate on every associate 's desk making this clear. I can assure you that no such sign was present nor was I cautioned as to the credit pull. I will also mention that it was not until I started this complaint process with BB & T that I was also informed that, by adding my name, I was in fact a co-owner of the box and financially responsible for it. At the time, we and XXXX XXXX seemed to be on the same page that I was simply being granted access to the box -- not a co-owner of it.

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 2016-03-10 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Used obscene/profane/abusive language
Company: Atlantic Recovery Solutions LLC
State: FL

Complaint narrative:
received a call from XXXX -- it only came up on caller id as XXXX Fl, and I was getting ready to leave the house I almost did not answer. However, the message started out saying this message was for ... ... ( my name ) and they currently had an urgent matter with my name and social security number attached to it so at this point it sounded important so I picked up the phone ... ... ... ..the VERY nasty woman told me she was from ARS - and I was like yes, so who are you? She again said ARS - I told her I had no idea what she was talking about and had never heard of ARS - then she proceeded to inform me that she was from a collection agency. At this point I intercepted to advise her that I have been on XXXX since XXXX of XXXX and that the last time I personally was even able to make any payment on any credit card was in XXXX and it really did not matter what card what she was calling me about as the statute of limitations in the state of Florida was 4 yrs and even if they had a signed application then it was 5 yrs so either way, time barred. She continued to argue with me that how would I know anything about statutes. I informed her that prior to my becoming XXXX I was a collector and not with sub prime third party bottom feeder but with XXXX XXXX XXXX and I knew the laws inside and out. She then yelled at me enuf so that I had to move my phone away from my ear " so you think because you are XXXX you do n't have to pay a bill? '' I replied back to her ... ... ... .that would be correct because 1 ) the statute of limitations for collecting was over ... ... ... 2 ) up until I answered the phone, I never even received any communication from ARS and had not a clue who they were and 3 ) she could not touch my social security XXXX income, I own nothing else except for the clothes on my back - only thing my name is on at all is our Florida homestead and given our ages, I feel confident XXXX will actually still " own '' it by the time we die ... ... ... so yes ... ... ..I did not have to pay the bill - thru out all of this, the rep from ARS still DID not tell me who she was even collecting for - this is a violation of the FDCPA as was her threatening tone of voice ... ... ..if I had used that tone and was being monitored, I would have been terminated immediately from XXXX. This was not the first time the number called, but previously no messages had been left ... ... ... .also her message was certainly misleading and indicated that this was some type of possible social security matter, government matter, etc as she referred to a file on her desk with my name and social security attached to it, it sounded as though she was from law enforcement.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-14 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: TN

Complaint narrative:
Nationstar sent a property inspector by my home. This has happen several times but on XX/XX/2017 I was home. The gentleman drove up in the driveway after taking pictures of the house. I told him I was the owner and he stated he was doing a property inspection. I invited him in and he refused. As he backed out of the drive way he made several XXXX remarks toward me. He drove around the corner and came back trying to agitate me. I contacted the police department and my attorney. A report was taken for the harassment.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-12 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I was approved for a loan modification with Nationstar Mortgage in XX/XX/XXXX, but it was an adjustable interest only rate of 3.0 % and it will end in XXXX XXXX. I will not be able to afford the mortgage once it doubles next year. I applied for a loan modification for a new fixed rate for 30 years but was denied because Nationstar Mortgage already gave me this terrible modification and said that my application resulted in a negative NPV ( Net Present Value ). I used the government website, XXXX and it says that I have a positive NPV and easily qualify for a loan modification. I just want to be approved for a fixed 30 year interest rate that will no go up so I can keep my family in our home.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-25 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: BB&T CORPORATION
State: DC

Complaint narrative:
I am writing to express my dissatisfaction with the service provided by BB & T during the course of my application for and obtainment of a mortgage loan for my first home purchase. Specifically, I am making this complaint regarding the actions of XXXX XXXX, XXXX XXXX, and XXXX XXXX, all of whom worked on my loan application at various points. 

Please see attached a complete timeline of events that occurred between my initial inquiry on XXXX XXXX, 2015 and completion of the lending process on XXXX XXXX, 2015 - as well as my request for remedy based on the repeated errors and failures of BB & T.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-23 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Communication tactics — Threatened to take legal action
Company: The Law Office of John P. Frye P.C.
State: SC

Complaint narrative:
I have been paying on an old installment loan debt that was with XXXX. After falling behind on payments the debt was supposedly purchased by XXXX XXXX XXXX in 2012. I have paid roughly {$10000.00} of a {$17000.00} debt. However I have repeatedly asked for statements which this company refuses to comply with. I have asked for a copy of the original agreement which I have never received. The company threatened to sue me if I did not set up automatic payments of {$150.00} every other week corresponding with my pay days. They set them up on a debit card but if the debit card does not go through they send it through as a check the following week which can result in a returned check fee if the money is not available. I do not believe I ever agreed to this and do not have a copy of the original agreement. The payment arrangement was set up over the phone in 2012.

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