vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2022-08-29 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I've never filed a financial complaint report- but I'm convinced that Capital One credit cards intentionally engaged in a deceptive billing strategy to drive revenue. 

My credit score dropped XXXX points- due to a new annual fee and late fees- on a credit card I have not used in more than 4 years. I maintain impeccable credit - usually above XXXX - which would indicate that I pay all bills on time and I'm on top of bill management. 

They first sent offers to go paperless - I accepted - no need to receive paper statements on a card i don't use, I only hold in emergency reserve in case needed. 

They billed an annual fee. Then apparently compounding late fees over a several month process. Made no reasonable attempt to notify a cardholder who has not used the card in 4 years - that something new and unusual was happening- they simply sent me to collections. 

I've attached screen shots of my email inbox, sorted by the words 'Capital One, and illustrating roughly the 5 months from fee application through collections submission. Keep in mind this is over several months- so in chronological order, there are several hundred emails between each of these - you'd never see them presented this sequentially. 

Note the titles of the emails. All fairly benign titles. 

There's one that says 'your payment is due. ' I know that I don't use the card - so that would not have caught my attention.

There's several noting a 'change to your credit score. ' I maintain high credit- I get credit notices- I never check ... because its usually positive information since I auto pay all bills on-time ( I authorize the credit cards to deduct the 100 % amount due automatically from my checking account ). 

Do you see a 'your account is past due ' notice? No. Any 'we 're about to send you to collections ' warnings? No. 

Extremely suspicious. A new fee. They can send benign marketing emails. But nothing that comes close to a warning. it doesn't add up. 

I called them on XX/XX/28. They had a fully prepared script. Understood my frustration. Not the only one to complain. 'We 're stepping up ' and refunding funds- it'll just take a few months and I MUST do the cancel via the website if I want the refund ( strange again ). 

I asked if they would submit a notice to fix my credit rating - the thing that will cost me the most if it's left alone. That's not apparently part of their process. 

I'm outraged. It feels like the same sort of sham pulled off by XXXX XXXX and XXXX XXXX. Create fees- don't give them visibility - bill them in secret after creating paperless statements - and reap huge profits.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2022-08-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: FL

Complaint narrative:
I reached out to PHH Mortgage Services back on XX/XX/2022 about having my PMI removed from my mortgage. They mailed me a form to request an appraisal and charged me {$150.00} to do so. I filled out the form and mailed it back to PHH with the check. PHH cashed the check and scheduled a property appraiser to visit my home to perform the appraisal. The property appraiser visited my home in XXXXXXXX XXXX ( I don't have the exact date, it was near the end of XXXXXXXX XXXX ) and performed the appraisal. Its been a month now, but they have failed to drop my PMI. I opened a case with PHH early XXXX to find out why it was not dropped quickly as it is clear my property has increased in value enough to drop the PMI. 

Ive emailed customer care at PHH on XX/XX/XXXX, but have not received a response. I emailed again on XX/XX/XXXX and again, no response. I called Customer Care just now, XX/XX/2022 and when I requested to speak to a manager, all of a sudden, they couldnt hear me. It took me over 6 minutes to reach a customer service representative, navigating through a myriad of options that kept sending me back to generic loan information. I had to enter my last 4 ssn numbers 3 times before I finally got to a representative. This is unacceptable. The voice response was unacceptable going through loops and the representative making excuse to not escalate my call to a manager.

I paid PHH for the appraisal, but they have failed to drop my PMI and several attempts to resolve the manner have failed. Customer service is terrible.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-08-29 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 — Investigation took more than 30 days
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
Our mortgage and servicing was sold to Mr. Cooper in XXXX and I was told to make payment ( that would remain the same $ XXXX ) at their website it XXXX. 
1. Their website was not functional in time to make my payment after several phone calls so I paid it directly over the phone, 2. ALL of their communication to us has been incorrect. Due to that, we notified them that we would be paying taxes and insurance directly and out of escrow and began doing that in XXXX. 
3. We sent proof of those payment via uploading to their website and mail 4. They said they would not accept out of escrow due to late payments ( I have paid every time ON TIME ) 5. Therefore they are now demanding we RE PAY to THEM the taxes and insurance again or they will report us late to credit bureau. I have proof we have made every payment of our mortgage, taxes and insurance on time but they...

6. Reported us late and dropped our credit score from XXXX to XXXX. THAT will impact everything we have worked so hard for.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-08-29 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 — Investigation took more than 30 days
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MA

Complaint narrative:
I am currently within a XXXX XXXX plan. My loan with XXXX XXXX is not included in the plan and I pay them each month for my vehicle. I have never missed nor been late with a payment since XX/XX/2018 when the loan originated. XXXX XXXX has not been reporting my monthly payments to any of the three credit reporting bureaus ( Trans Union, XXXX and XXXX ) though I have sent them, on numerous occasions, the plan showing this loan is not included as well as statements that the loan is current. Each and every monthly loan payment is required to be reported as paid on time and Ally is NOT reporting these payments.

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 2022-08-29 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 — Investigation took more than 30 days
Company: EQUIFAX, INC.
State: MA

Complaint narrative:
I am currently within a XXXX XXXXXXXX plan. My loan with XXXX XXXX is not included in the plan and I pay them each month for my vehicle. I have never missed nor been late with a payment since XX/XX/2018 when the loan originated. XXXX XXXX has not been reporting my monthly payments to any of the three credit reporting bureaus ( XXXX XXXX, XXXX and Equifax ) though I have sent them, on numerous occasions, the plan showing this loan is not included as well as statements that the loan is current. Each and every monthly loan payment is required to be reported as paid on time and XXXX is NOT reporting these payments.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-08-29 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 — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: MA

Complaint narrative:
I am currently within a XXXX  XXXX plan. My loan with XXXX XXXX is not included in the plan and I pay them each month for my vehicle. I have never missed nor been late with a payment since XX/XX/2018 when the loan originated. XXXX XXXX has not been reporting my monthly payments to any of the three credit reporting bureaus ( XXXX XXXX, Experian and XXXX ) though I have sent them, on numerous occasions, the plan showing this loan is not included as well as statements that the loan is current. Each and every monthly loan payment is required to be reported as paid on time and XXXX is NOT reporting these payments.

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 2022-08-29 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Deutsche Bank
State: NJ

Complaint narrative:
Hello, I made a wire transfer through my XXXX XXXX account on XX/XX/2022 and the fund were sent to an intermediate bank called Deutsche bank. It has been almost 3 weeks of continues followup and i have requested a call bank on the transfer but the XXXX bank is not responding to XXXX XXXX i have reached out to the bank myself and also XXXX XXXX but there is no response it was {$9100.00} my hard earned money. 

My number is XXXX please help me get my money

Company response to consumer: Closed with explanation
Consumer complaint received 2022-08-29 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 — Investigation took more than 30 days
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL

Complaint narrative:
Our mortgage and servicing was sold to XXXX XXXX in XXXX and I was told to make payment ( that would remain the same XXXX XXXXXXXX ) at their website it XXXX. 
1. Their website was not functional in time to make my payment after several phone calls so I paid it directly over the phone, 2. ALL of their communication to us has been incorrect. Due to that, we notified them that we would be paying taxes and insurance directly and out of escrow and began doing that in XXXX. 
3. We sent proof of those payment via uploading to their website and mail 4. They said they would not accept out of escrow due to late payments ( I have paid every time ON TIME ) 5. Therefore they are now demanding we RE PAY to THEM the taxes and insurance again or they will report us late to credit bureau. I have proof we have made every payment of our mortgage, taxes and insurance on time but they...

6. Reported us late and dropped our credit score from XXXX to XXXX. THAT will impact everything we have worked so hard for.

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 2022-08-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: AmeriHome Mortgage Company, LLC
State: CO

Complaint narrative:
Amerihome mortgage I was in a loan modification due to Covid. When loan came out of modification I was reported as being late because they increased monthly payments after the fact and made them retroactive. Per agreement I was to make payment of XXXX every month starting in XX/XX/XXXX. I made payments of XXXX. For XXXX thru XXXX XXXX XXXX XXXX they did an escrow review and determined I was short and increased payments to XXXX. Retroactive to XXXX if escrow wasnt caught up. On XXXX XX/XX/5804. Was made to escrow but they still increased payment and made it retroactive. The XXXX. That I had paid over the 6 months was held in suspense until modification accepted by VA. In XXXX they applied the funds at XXXX vs XXXX which left me XXXX short for XXXX and they reported me late. Even though I met all requirements of loan modification they refused to accept they made mistake so now not only am I late by 28 days by XXXX. I owe an additional XXXX. Now for XXXX. This is completely unfair and not within terms of agreement and they will not assist or help me to correct error - I have email and called multiple times but am told no one can help me. To make matters worse in process when rates were historically low below 3 % they increased my rate during modification and loan amount by over XXXX. Today we owe more, at a higher rate and am now being reported as late on our payments and unfortunately we have no method to assist/correct situation.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-08-29 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: Experian Information Solutions Inc.
State: PA

Complaint narrative:
I request you provide me with proof of this alleged payment being late. If unable to provide or lacking proof of this payment being late, update payment history to paid as agreed never late ( XXXX  ). Please provide detailed description of all procedures used in your process to determine complete accuracy of information reported. 

Once you have finished your investigations, send me an updated credit report to the address stated above. 

Thank you.

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 2022-08-29 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: Experian Information Solutions Inc.
State: PA

Complaint narrative:
I request you provide me with proof of this alleged payment being late. If unable to provide or lacking proof of this payment being late, update payment history to paid as agreed never late ( XXXX ). Please provide detailed description of all procedures used in your process to determine complete accuracy of information reported. 

Once you have finished your investigations, send me an updated credit report to the address stated above. 

Thank you.

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 2022-08-29 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ENCORE CAPITAL GROUP INC.
State: MD

Complaint narrative:
I do not have any debts at all. Midland Credit started calling me non-stop. Initially I called back and told them I do not have any debts. Person confirmed but Midland Credit never stopped calling. They call Saturdays and Sundays and late at night.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-08-29 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 — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: MO

Complaint narrative:
I sent 2 letters certified mail XX/XX/2022 and XX/XX/2022 asking for an investigation done on incorrect items on my credit report to all three credit bureaus. not one did anything until the 3rd certified lettered on XX/XX/2022 at which XXXX simply said everything was updated without giving any information after 3 months and XXXX said that account in charged off that are paid will remain on the credit report for 7 years, so they didn't do an investigation after 3 months. Experian never replied.

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 2022-08-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Early Warning Services, LLC
State: AZ

Complaint narrative:
XX/XX/XXXX : I paid XXXX @ XXXX via XXXX for a Tip for Balloon animals at XXXX XXXX. As soon as I was sent I tried to remove him as a contact, it was not clear immediately how to do this. I would try to do this later. ( See attachment XXXX ) XXXX : Went to pay my rent of XXXX to my XXXX XXXX. I accidently sent this to XXXX whose name was now in the same location as my landlords was. I did not realize until after I sent it. I immediately called XXXX, went to XXXX and let him know it was a mistake. I also followed up with a text. He has an iphone and my texts were blue. At this time the status of the Zelle transaction was delivered. 

I also called XXXX right after and the office was closed. 

XXXX : Called XXXX first thing was transfer to the claim department and filed a claim with Zelle to do a courtesy reversal. They said it could take up to 10-15 days. 
Claim # XXXX Called the XXXX XXXXy to attempt to reach XXXX. Spoke to the General Manager XXXX. He said he would reach out to XXXX for me. At this point my text were not green which would indicate he was either out of reach or blocked me. 
XXXX called back and XXXX stated he had not received the money yet and as soon as he did he would return it. Status still shows delivered. 

XXXX Zelle status shows completed. ( see attachment XXXX ) I called XXXX XXXX  again to attempt to reach XXXX, no luck. Left message for him to get back to me. 

XXXXWent to XXXX to Follow Up with Branch Manager to see what they could do on their end. I am getting no where with XXXX and Zelle. Of course was told it as an on-line transaction and they could not help me. 

XXXX Follow up with XXXX XXXX XXXX should get status of Claim by tomorrow. 

XXXX Follow-up with XXXX w/ XXXX and was told claim was denied. 

XX/XX/XXXX - Called XXXX XXXX spoke with XXXX to get XXXX last name which was XXXX. He has been avoiding my calls and this point I will take legal action. 

XX/XX/XXXX - I attempted to call Zelle first and was told that XXXX and his bank XXXX XXXXXXXX are member banks and they can not help with any unauthorized transactions and I have to go to XXXX to try to recover the funds and file a claim XX/XX/XXXX - Called XXXX Police to find out what I can do. They placed a call to XXXX who mysteriously called me back. He " called '' Zelle and he said that Zelle placed a flag on the fund and would release them back to me within 5-7 business days. 

XXXX I texted XXXX and he called me back ( ironically ) we did a 3-way call with Zelle and they told him the same thing they told me. XXXX told Zelle he never got the funds. Zelle said it is not their problem to call my bank XXXX. 

XXXX I tried calling XXXX again and tried to speak to a manager in Claims. They refuse to help me. They said as far as they are concerned the money left my account and it is not their problem.

Company response to consumer: Closed with explanation
Consumer complaint received 2022-08-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: BROKER SOLUTIONS, INC.
State: IL

Complaint narrative:
Towards the end of XXXX 2021 I was out of work for 2 months and got behind in my mortgage payments. By XXXX I was 3 months behind, I then contacted the mortgage company and requested their home assistance program. I submitted all the requested info and a couple weeks later was told that because I failed to send in all the info that the case was closed. I called them and talked to at least 4 people who told me different things were needed. By XXXX I submitted a complaint to XXXX because I was constantly getting the runaround and being told that all info was not sent even though I had proof that I did. After complaining to XXXX the mortgage company got back to me and said that they would check into it immediately, I then received a call from the Manager XXXX XXXX stating that she didn't understand why this was taking so long, that they had received all the proper documents and that I should be hearing from them by the beginning of XXXX. It is now the end of XXXX, I am further behind in my mortgage and I've heard nothing from the company ( New American Funding ) still. Since I decided to go with this XXXX it has been a constant struggle, getting approved, feeling extremely discriminated against and asked to do things that frankly no one I knew had ever had to do ( for instance proving where all my funds come from ) Please Help.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2022-08-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA

Complaint narrative:
I have spoken with all three Credit Bureaus XXXX TransUnion, XXXX and XXXX ), and all three are stating that it is upon the consumer to contact this reporting institutions. This is not true pursuant to the Fair Credit Reporting Act. I requested that their agency reach out to the reporting merchant for written authorization from that I gave the authority to make hard inquiry into my credit. The merchant can not do it, as I did not give them written or verbal authorization to pull my credit, period. I wrote all three letters identifying myself, and my desire to have unauthorized inquiries removed and an up dated report from their agency reflecting the changes. There are recorded conversation with each along with the written request to document my request. It has to be noted that the three agency purchase financial ; without first verifying that information which can cause a financial harm to the consumer. When they hear from the consumer they tell the it's upon them to do the leg work ; to have the unauthorized inform removed. Why didn't TransUnion, XXXX and XXXX do the same leg work that they want the consumer to do before they posted said inaccurate 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