vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-03-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: DE

Complaint narrative:
About one year ago my mortgage company increased my payment by about {$280.00}. I was paying {$610.00} and have been paying {$890.00}. They claimed that my property taxes had increased and that was the reason for the payment increase. I went down to the tax accessor 's office and they said that my taxes had not increased, in addition my taxes are reduced even further because I am XXXX so I receive a tax reduction from the county which I complete that paperwork every year. In addition, my homeowners insurance had not increased, therefore my mortgage payment should not have increased. What they are doing is illegal and violates RESPA. They have failed to resolve this matter or give me a reasonable explanation why they are continuing to charge me this increased erroneous amount.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: WA

Complaint narrative:
On XXXX XXXX, XXXX, I purchased my home located at XXXX XXXX XXXX XXXX, XXXX, WA XXXX for the amount of {$420000.00}. The Note and Deed of Trust, naming XXXX XXXX XXXX XXXX, as the Lender, and XXXX as the grantee, or beneficiary, of record acting solely as nominee for same. Sometime thereafter, Nationstar Mortgage , LLC began to service my loan. After Nationstar became the servicer of my loan, the account was not being properly serviced because payments I had made were not being properly credited to my mortgage loan account and unauthorized fees were being charged to me. Accordingly, on numerous occasions I tried, but without any success, to get an explanation from Nationstar concerning the inaccurate debits and unauthorized fees charged to my loan account. To this end, on XXXX XXXX, XXXX, I forwarded to Nationstar, a Qualified Written Requests ( QWRs ), requesting that Nationstar provide, me with ( 1 ) A complete audit history from alleged loan origination, showing the dates payments were applied, and to what internal accounts ( i.e. principal, interest, suspense, escrow, etc. ) payments were applied ; ( 2 ) A complete and itemized statement of all advances or charges against this account ; and ( 3 ) A complete and itemized statement of the escrow for this account, if any, from the date of the note origination to the date of their response to the letter. ) Again, I have reason to believe that my loan account had been improperly serviced in that credits for payments made by me had not been applied to my mortgage loan account and that I would further along in the reduction of mu debt had I received all credits for the money I had paid on my mortgage loan account. Nationstar did not respond to the QWR, took no responsive action and undertook no investigation into the issue raised by the QWR. As of this complaint, Nationstar has failed address my complaint that my loan account has not been improperly credited and that my loan account has been charged unauthorized fees. Neither has Nationstar provided me a verified accounting of my mortgage loan account.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: OK

Complaint narrative:
We want to sell our home through a credit qualifying assumption of our mortgage. We have called Nationstar Mortgage multiple times and they will not provide the fees associated with an assumption until we have a buyer. Their letter states that " Assumption fees, which will be disclosed on the Good Faith Estimate, will be assessed and are due at closing. '' How can I sell my home without knowing what the assumption fees are going to be? After an hour on the phone and talking with a supervisor they are only willing to provide with a guesstimate of {$2000.00} - stating that it will depend upon investor, servicer , county & state. They have all of this information now - why ca n't they provide me with a Loan Estimate or Good Faith Estimate? After being on the phone over an hour I was finally given 'some ' of the fees associated with an assumption. The only reason they gave me anything is I threated reporting them to the CFPB. If I were n't a Loan Officer and knew how to ask for the appropriate information I would never have received anything. I was verbally told that the fee is 1 % of the XXXX a {$20.00} credit report fee & {$100.00} doc prep fee along with applicable state & county charges. Why can they not prepare a LE to the seller?

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-10 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: BB&T CORPORATION
State: AL

Complaint narrative:
My bank is refusing to refund the transactions listed below. These are fraud! They were not authorized by me and no point. When these transactions came to my account my bank even put a block on my card and called me about them. I told them I did not do no such transaction. I was then told my card would be canceled and I would need to dispute these transactions as fraud once the hit my account. I did just what I was told and now my bank is telling me that they are not fraud. How can that be? I have never had any dealings with this company nor have I ever received any products from this company. 
XXXX XXXX XXXX XXXX NY XXXX BB & T XXXX PURCHASE $ XXXX XXXX XXXX XXXX NY XXXX BB & T XXXX XXXX PURCHASE $ XXXX XXXX XXXX XXXX NY XXXX BB & T XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX BB & T XXXX XXXX PURCHASE {$4.00}

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: MD

Complaint narrative:
My mortgage company foreclosed on my home while I was in the modification process. I received confirmation they received my paperwork for review and then I was foreclosed on 6 weeks later. I later found out that my mortgage company Nationstar purchased my home via a third party. I had planned on giving all the info to the courts on my status hearing date of XXXX/XXXX/2016 and when I got back into the country ( my mother was ill I was in the XXXX taking care of her since XXXX ). I found that my status conference had been cancelled. I also found out that my same mortgage company was involved in illegal insurance scams and as a matter of course I had a flood in my basement which my insurance ( given to me by my mortgage company ) refused to pay for mold damage of several thousand dollars, I in fact have yet to receive even any monies for the burst pipes and broken window that occurred when the water hit the window and broke it. Nationstar is a predatory lender and should be put out of commission.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
Nationstar is claiming that is in the process of finalizing a loan modification for my mortgage, but today sent me a 14 day foreclosure letter.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: ME

Complaint narrative:
Hello, I 'm writing a second letter regarding the unfair and poor business practices of Nationstar Mortgage. I sent my 1st complaint on XXXX/XXXX/15, and Nationstar responded with a XXXX page letter stating that everything I said was incorrect. I disputed their letter with more documents and called the XXXX phone # s they listed in the letter. XXXX were customer service lines, but in the letter it stated that " If you have any questions regarding this correspondence, please contact me directly. '' I called this person 's direct line and the customer service representative who answered did n't know who that person was, and could not find his extension. I emailed this Customer Relations Specialist on XXXX/XXXX/15 and XXXX/XXXX/15, but no response. I then emailed the gentleman listed in the letter as my " Dedicated Loan Specialist '', because his " Direct Number '' went to customer service line also. Within a few minutes I received an automated email response that said to call the same customer service # listed on the previous response letter. I replied 10 minutes later with my direct phone # and hours available to reach me. I said I expected his call today, because the letter stated that he was my " single point of contact ''. 
This is a ridiculous game that Nationstar plays with their borrowers, and is the lowest level of service. Borrowers expect and deserve to speak and email with real people from their lender, not just to call in to a call center with people only trained to take notes and put in the electronic file, and when the next level of " service providers '' open the file and send out a form letter by snail mail, which will arrive in 10 days or so. The letter will politely say " At Nationstar, customer concerns are important to us. " I just received the form letter dated XXXX/XXXX/15 on XXXX/XXXX/15, stating that they were reviewing my complaint from the XXXX/XXXX/15 letter. 3 Weeks to send me that letter when they emailed their response through CFPB on XXXX/XXXX/15, and I have emailed 3 reply letters since that time, with only an automated email response to call the toll-free # of customer service. 
I would like the CFPB to intercede and require Nationstar Mortgage to communicate with a reliable contact phone #, and one person assigned to service my account.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I took loan from Nation Star Mortgage company XX/XX/XXXX. There was PMI at that time which has a Disclosure. This disclosure reads that we can request the PMI cancellation when LTV reaches 80 % or less which reached on XX/XX/XXXX. we have been requesting the nation star to remove PMI from XX/XX/XXXX but the company is not reading the disclosure and just telling us different stories like they need new appraisal where. as in the disclosure it is very clear that all will based on the Original value at the time loan was consummated, This disclosure part of mortgageSee attached disclosure

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-30 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My loan was a XXXX XXXX loan and was a 10 year interest only. I have been trying to modify since this loan was serviced by Aurora. It was then transferred to Nationstar. So I have been trying since 2011. They have now added the principle and the amount is too high for me to afford and the last denial stated I was denied because I was current with my loan and that I have sufficient income and assets. This is far from the truth. They added almost a XXXX to my payment to include this as principle. So now my payment is like XXXX. My take home pay is XXXX, The money I have in the bank is what I owe now that I am behind since XXXX and I have been saving so I can make at least XXXX payment. If I was modified at the time or any time prior to adding the principal I would not have fallen behind. If you look at my payment history, I have fallen behind and shows that I have been struggling for awhile to keep my payments. I even got help from Keep Your Home California with the reinstatement but NO modification. I am not asking for a free home but I just want something I can afford. My wife takes home about XXXX and we have XXXX child XXXX years old. This is our community and where my son grew up. I need your assistance with XXXX XXXX and Nationstar. The only assets I have is in a retirement account and they are using that against me. What will I do when I do retire?

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: MCLEAN MORTGAGE CORPORATION
State: VA

Complaint narrative:
On recommendation of my realtor, my wife and I approached McLean Mortgage Corporation based in XXXX, VA, and loan officer XXXX XXXX, in XXXX Virginia, about obtaining a preliminary estimate ( Loan Scenario Worksheet ) for a lot/construction loan for a potential future purchase. 
Our initial conference call was on XXXX/XXXX/15. No specific land or dwelling was specified, and we did not formally apply for a loan, nor did we sign any documents with McLean. On this call, I clearly stated, as my wife can verify, this was to understand estimates for closing costs, and NO credit report should be pulled, as it could impact our credit score adversely if we went with another lender. 
In a subsequent face-to-face meeting on XXXX, XXXX XXXX admitted she HAD pulled our credit, without written, email or verbal approval. Subsequently, we determined we were not going to pursue new construction at this time. Unannounced, I was very disturbed by a letter from McLean in the mail XXXX/XXXX/15 titled " Statement of Credit Denial '' with a loan number for purchase of property NA. Since we did not formally apply for a loan, there should not have been any loan tracking number, amount or interest rate!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-09 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NV

Complaint narrative:
I applied for a loan modification to save my home after falling behind on my mortgage payment. I fell behind because I was transferred by my job out of state in XXXX XXXX and then back again in XXXX of XXXX. I have now resolved that hardship and I am living in my home and back to work. I applied for assistance and SPS ( Select Portfolio Servicing ) made an error in my review which resulted in a denial letter dated XXXX XXXX, XXXX. I have since hired an attorney to assist me in re-submitting my application pointing out the error on the last review asking them to correct the error and review me again as this was their error and not mine. SPS is refusing to review me and correct their error. They have set a sale date and are telling me I will be foreclosed and they will not correct their error they made and allow me to at least be considered without error for assistance in saving my home. The error on that review shows up on Item # XXXX " Monthly Real Estate Taxes ''. It shows a false amount of {$600.00} per month for my property taxes. My actual property taxes are only {$110.00} per month. Since there was an error on that review I would like them to correct that error and review me again for assistance. Another change in my circumstance is that my wife no longer works. This reduces our household income and also affects the review. Both of these taken into consideration I believe I may qualify for a loan modification to save my home. SPS simply says I ran out of time. My attorney submitted a full financial complete package on XXXX XXXX, XXXX. It was confirmed received by SPS on XXXX XXXX, XXXX. My attorney spoke with SPS today and they stated they ignored that application and will not review me for assistance. They state there is no time since the sale date is on XXXX XXXX, XXXX. Considering THEY made the error on the review and not me, prior to my Notice of Sale which was recorded on XXXX XXXX, XXXX. I think they should allow me to be properly reviewed for assistance using the correct values for my NPV chart and review. I think their excuse that my application was not early enough is not valid since they made the error in the last review and not me. I would like for them to post phone my sale date and accept my application that was submitted on XXXX XXXX, XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
They Call me constantly to tell me my mortgage is late because it has n't been received by the XXXX of the month. But it has a grace period and the payment is always paid within that grace period and is never late. We are being scammed by them in an effort to force us to sign up for automatic withdrawals. Our mortgage was sold to them from the original bank we had our mortgage with for XXXX years and we never had a late payment. This company is crazy. They call us almost everyday and are now harassing us at work for a mortgage that had been paid. We recently mailed the payment and they called us to say they never got it. I had to stop payment in tje check and am now being told because it really is late now there is a late fee charged. Please help us.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-30 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
XXXX unknown debt collectors impostering as illegal Creditors has for the past two years threatened illegal confiscation of real property for personal family or household purposes. The Consumer has served several notices upon XXXX Law Firm and Nationstar Mortgage LLC. XXXX parties have failed to comply with federal Consumer Laws such as the FDCPA. The Consumer has attached a copy of all communications from and to the data collectors.

Company response to consumer: Closed
Consumer complaint received 2016-11-06 00:00:00
Product: Credit card — 
Issue: Other — 
Company: PNC Bank N.A.
State: IL

Complaint narrative:
I sent PNC Bank a debt validation letter on XX/XX/2016 to see about the debt that 's reporting to all XXXX credit bureaus. Company responds via letter dated XX/XX/2016 through the mailing stating that everything that they 're reporting to the credit bureaus are accurate, however received another letter XXXX days later dated XX/XX/2016 stating that they were unable to send validation due to not having enough information from me. I 'm going to include the correspondence that between the lender and myself. In the request for validation letter I submitted everything to them.

Company response to consumer: Closed
Consumer complaint received 2015-04-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
My husband and I applied for a mortgage refinance with Quicken Loans in order to remove the private mortgage insurance from our current mortgage. I was upfront with them from the beginning regarding the change in our tax rates and that a county/city tax bill was due to be paid from the escrow very soon, possibly before the day of closing. I asked them to be sure they had the most recent tax values prior to closing and they assured me the settlement company would research that for me. I found the bills posted on the county and city websites so assumed the settlement company would have no problem getting the information from the treasurer 's office directly. The day Quicken called to schedule the closing I noticed they had included the city taxes that had been paid by our current mortgage company a month earlier. I supplied a receipt and they rescheduled they called back a day later to reschedule the closing claiming they had verified the payment. My husband and I reviewed the tax numbers and saw they were in fact higher than the year before as expected so we felt Quicken had done their due diligence and gotten the updated tax bills so we signed the closing documents. Two days later Quicken called and said a special assessment had posted to our account and the taxes were going to be higher and in order to finish the closing Quicken needed an additional {$1100.00}. They claimed the documents had just posted to the county/city tax website, when in fact the documents had been there since XXXX 2014. We still were within the window to cancel the loan under the right to cancel clause, but Quicken said we forfeited our {$500.00} good faith deposit. I would like our {$500.00} return and an investigation into their practices.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
I applied for refinancing of my Nationstar mortgage through Green Light loans who is a subsidiary of Nationstar. I was told not to make XX/XX/XXXX payment during process as one payent is skipped. I called Nationstar on XXXX XXXX when i got late notice on mortgage and they told me to disregard if I was refinancing. I got nervous XX/XX/XXXX and called Green Light Loans on XXXX XXXX and was told to make payment as I could n't miss two but not make XX/XX/XXXX. My wife made payment on XXXX XXXX and we were told we were turned down due to late payment. All of the phone calls had taping notifications upfront. I even have email from Greenlight loans confirming they are telling e I do n't have to pay one month loan.I had just been in very big lawsuits and had run out of money and had credit problems which my loan company knew but i had never paid mortgage late previously. They turned me down in id XX/XX/XXXX and when i paid, i now have XXXX late credits on my account and I am forced to keep paying much higher interest rate. I think they wanted to keep higher interest and purposely manipulated late payment. I attached e.mail showing they told me not to pay

Company response to consumer: Closed with explanation