vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-09-19 00:00:00
Product: Payday loan — 
Issue: Payment to acct not credited — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: WA

Complaint narrative:
I have banked with HSBC since 1989. Over the years they have sent me " convenience checks '' for my credit card with marketing blurb about them being as convenient as cash etc. I used one for the first time XX/XX/XXXX for {$1800.00}. I did n't read the small print about having to pay the amount off in 10 days so suddenly got charges. That is fair enough. My mistake. 

Since then though, I have more than paid off that amount and have made other purchase but I am still getting charges. I called and managed to get them to admit that they pay off all other charges first. In other words, they have put that check to the bottom of the pile and put my payments toward the balance I had on the card before writing the check AND purchases made on the card since writing the check. I do n't think that is fair. 

If I borrow {$5.00} from a friend one week and then {$5.00} from a different friend the week after, I think it is fair and reasonable to pay of the older debt first. 

Also they have raised the percentage rate across the board. As well as paying a higher percentage ( 25 % ) on the {$1800.00} for using their " Convenience check '', my rate for my previous balance has jumped from 13 % to 25 % and all subsequent charges are also at 25 %. This seems like a double whammy. 

I feel like I would have been better off going to a payday loan and keeping that cash advance as a separate transaction and I am being penalized for being a loyal customer.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-06 00:00:00
Product: Credit card — 
Issue: Advertising and marketing — 
Company: AMERICAN EXPRESS COMPANY
State: IL

Complaint narrative:
American Express extended an offer for a new Gold card with a XXXX membership rewards points promotion, but then told me on the phone I was n't eligible since I had previously had a gold card. They should n't send me such an offer if they do n't intend to offer it to me. There was no disclaimer on the terms and conditions, noting the condition that I must never have possessed a gold card in the past. This is a case of bait and switch. They should be prohibited from sending such offers. Surely, the company has a record of my previous business with American Express. They said their marketing department does n't have this information. I say get it to them and do n't make me an offer you do n't intend to stand by. 
Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-06 00:00:00
Product: Debt collection — Auto
Issue: Taking/threatening an illegal action — Threatened arrest/jail if do not pay
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: CA

Complaint narrative:
A man contacted my XXXX year old grandfather and stated he was looking for me and I had 1 hour to return his call or he would be at my house serving me with warrant papers and arrested due to a auto repo that had taken place almost 7 years earlier. i spent over 2 hours negotiating this old debt over the phone with what seamed a legit company for HSBC. I was assured this debt was settled after making a payment over the phone. It would be cleared from my credit as a closed paid off satisfied debt. This was thought to be resolved over a year ago. After all this the account is still showing open, incorrect dates and owing monies and negatively effecting my credit. I am in disbelief this is still unresolved and mortified these creditors can get away with such drastic threats.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-18 00:00:00
Product: Credit card — 
Issue: APR or interest rate — 
Company: AMERICAN EXPRESS COMPANY
State: IL

Complaint narrative:
I have been a card holder of American Express since XXXX. I owned my own business until XXXX. American Express had a product for small business it was an open line of credit. Mine was {$65000.00}. I would borrow and pay back, borrow, pay back etc. When the great recession hit my line was suspended ( through no fault of my own, I personally had a FICO score of XXXX and paid faithfully ). This left my business in a lurch, but I 've managed to pay off almost the full {$42000.00} balance over the years. My problem now is I am down to a current balance of {$2200.00} because of late fees and a 25 % percent " penalty interest ''. I requested American Express settle the account with a payment from me for {$1300.00}. They said they do not settle with people. Also AMEX said I would have to pay {$440.00} before they could even begin to reconsider lowering the interest charge. Is n't ' this extortion? AMEX became a bank so they could borrow Federal Tax Payer dollars at Zero % interest and bail themselves out. WHERE IS MY BAIL OUT?

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-12-30 00:00:00
Product: Credit card — 
Issue: Advertising and marketing — 
Company: AMERICAN EXPRESS COMPANY
State: MS

Complaint narrative:
I contacted American Express today to find out why I did not receive the XXXX refer a friend points, as promised by a previous customer service representative. Unfortunately, this was the WORST customer service experience EVER! I initiated the call with XXXX ( Agent ID XXXX ). XXXX was ARGUMENTATIVE, UNPROFESSIONAL, AND XXXX! XXXX REFUSED to allow me to speak with a manager and she REFUSED to provide me with a contact number for the corporate office in the United States. However, she did allow me to speak with her supervisor XXXX ( Agent ID XXXX ). Unfortunately, XXXX 's customer skills are WORST than XXXX 's. Like XXXX, XXXX REFUSED to let me speak with an English-speaking manager in the United States and he REFUSED to issue the XXXX points. However, XXXX did provide me with a fax number and mailing address for AMEX. Why do I need to write a letter? Why ca n't I pick up the phone and speak to someone? I did not have to write a letter to apply for this sorry XXXX credit card! Nonetheless, when I asked to speak with a manager, XXXX transferred me to XXXX ( Agent ID XXXX ). XXXX was EXTREMELY RUDE! She stated there are procedures to follow to get the XXXX points. I told XXXX I followed the procedures to the best of my ability, as they were extremely vague. XXXX continued to TALK OVER ME and REFUSED to help. Therefore, I asked to speak with a manager in the United States. XXXX transferred me to XXXX ( Agent ID XXXX ). XXXX REFUSED to help me. She REFUSED to give the contact information for the regional manager " because they do not take calls. '' Also, XXXX REFUSED to give me a contact number for AMEX Corporate Office. XXXX stated she is in XXXX XXXX, XXXX and she is the highest person that I can speak with. I told XXXX I am going to contact the XXXX and the Consumer Financial Protection Bureau. XXXX stated, " Whatever suits you. ''

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-10-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: MOHELA
State: IL

Complaint narrative:
I have federal stafford loans serviced by Mohela. While earning a subsequent degree, Mohela placed my loan into deferral 3 times " automatically ''. This occurred despite my written request to them, per their instructions, to not automatically enter the loans into deferent. 
On each occasion it has taken me at least one month to notice Mohela 's error however try havenot been willing to retroactively remove the ( albeit minimal ) extra accrued interest. 

When speaking with their staff, each time this happens I 'm told that my account is in order to prevent auto-deferral and this wo n't happen again.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-21 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: GVA Holdings, LLC
State: TX

Complaint narrative:
I applied for loan. I Was approved. Paid extra wire transfer fee to have the money wired to my account the next day because I was passed the deadline for that day. I signed the contract wile on the phone with the agent and she confirmed she received the contract and confirmed the loan would be deposited next day to my account. The next day the money was not deposited and I was told there was a " glitch '' and it would not be deposited till the next day. After confirming the loan would be deposited. I scheduled a payment on an overdue to come out. That bill came out of my account and has put my account overdrawn because the deposit was n't made. I feel like this is a breach of contract

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-31 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ENCORE CAPITAL GROUP INC.
State: TX

Complaint narrative:
This company continues to report on my credit report after I sent them a letter telling them that this account was not mine and I have no idea what it is or who it belongs to! 

I asked for proof of a signed contract, I asked for a license to collect in my state, I asked for copies of all information referenced for this debt and still to date, I have not received anything but harassment from this company!

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-05-26 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: ENCORE CAPITAL GROUP INC.
State: VA

Complaint narrative:
I continuously tried to explain to the representative that this was NOT my debt!! I also explained to them that I am in the process of getting a home loan and it is creating a problem for me to get my loan.. Due to the fact that it was stopping me from qualifying for my home loan I just decided to pay them.. But still acknowledging it was NOT my debt! But I needed to get this house for my family I just paid them to get this off of my report.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-24 00:00:00
Product: Debt collection — Credit card
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
An American Express representative, XXXX specifically told us to send our power of attorney and change in contact information ( with sensitive financial information ) to the fax number XXXX. The American Express representative stated this was an American Express fax number. 

After receiving a call from an unknown company that represented themselves as American Express at XXXX. It asked for our credit card number. 

We then directly contacted American Express. An American Express representative, XXXX, told us they received the fax but that they would only take hard copies, in spite of the earlier call. 

Although the American Express representative gave us a mailing address that was identified as an American Express address, it is not. It is the address for a company named XXXX. 

We again called American Express representative who told us that XXXX had no connection to American Express. She also verified that our account was not sent to a third party debt collector. 

This is fraud.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-28 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: TRANSWORLD SYSTEMS INC
State: VA

Complaint narrative:
When I signed my contract for my student loan at age XXXX, I was under the impression that I would n't have interest charged until after I graduate. Now that I am more aware of my finances, I have noticed that I was charged over {$15000.00} in student loan interest while in school. Making my " affordable '' balance of {$60000.00} jump to well over {$80000.00}. I 'm being denied when I try to refinance my loan, because it is now at a 9.6 % interest rate, and I have have n't been given the time of day from other financial institutions. I 'm overwhelmed by more than just the number, but also the interest rate and I think that the student loan company not only fraudulently charged me an enormous amount of interest while in school, but they also took total advantage of a young student, without any other way to pay for college.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-26 00:00:00
Product: Debt collection — Medical
Issue: Communication tactics — Frequent or repeated calls
Company: TRANSWORLD SYSTEMS INC
State: CA

Complaint narrative:
I am trying to contact TSI to discuss my bill and nobody answers the phone and the answering machine is full so I am unable to talk to anyone to resolve my issues. There was a misunderstanding and I am not able to talk to anyone to resolve this issue. Because of this I am afraid this will negatively affect my credit rating. As soon as I received the bills from TSI I paid immediately and I am requesting they do n't submit this late payment to the credit bureaus. My payment was no more than 31-60 days late.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-29 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Communication tactics — Frequent or repeated calls
Company: TRANSWORLD SYSTEMS INC
State: NY

Complaint narrative:
XXXX XXXX XXXX, XXXX XXXX XXXX, PA XXXXXXXXUnited States Phone:XXXXXXXXI have been called at XXXX in the morning to almost XXXX at night XXXX times a day. I have asked them to stop on several calls and the Reps all say they will not stop and they will call me whenever they feel like it. I have asked them on these several communications to please stop harrassing me they laugh and say " they will call as many times as they wish and no one can do anything about this '' They have also called me from personal cell phones at XXXX. They are trying to collect a debt that is over XXXX years old that I just do not owe.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-06 00:00:00
Product: Credit card — 
Issue: Payoff process — 
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
Paid my account in full on the internet -wording said to pay in Full -- -paid in Full but when I received my statement there was a charge of XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-23 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Threatened to take legal action
Company: ENCORE CAPITAL GROUP INC.
State: CA

Complaint narrative:
I want to commend XXXX XXXX the Director of this agency on it 's successful lawsuit against Midland Funding LLC XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XX/XX/XXXX..I am having the exact problem " again '' with this cockroach collection agency. Out of nowhere there appeared a completely bogus fraudulent item on all XXXX of my credit reports. I mean completely fraudulent!!! Exactly what you sued them for is exactly what they are doing to me. The item actually says " all historical data deleted ''!!! XXXX, and XXXX immediately removed the item, but XXXX has not. I want you to know since XXXX is based in XXXX I filed a complaint with the Attorney General of XXXX.I received an email form them last week saying they have received my complaint. Director XXXX, I implore you to again take action on this XXXX company. May I respectfully ask you? How come no one has gone to jail here? This is Criminal Enterprise!!!!!!!!!!!!!!!!!!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-27 00:00:00
Product: Credit card — 
Issue: Billing statement — 
Company: AMERICAN EXPRESS COMPANY

Complaint narrative:
HI hope you doing well! 
I am XXXX XXXX of XXXX XXXX XXXX XXXX # XXXX XXXX, WA XXXX and seeking help with American express I have been an American express customer since XXXX The first problem I encountered was when overpaid my " Card XXXX " of {$160.00} They wo n't refund me the difference saying it was my mistake. 
This letter is n't about that but rather about recent phone calls trying to setup online payment for a new Amex credit card XXXX with a different bank account I have been refused monthly statements and online access. 
America express does n't seem to have specific department to file a complaint They seem to only allow phone conversation for which customer are n't told Amex agent name And once they hang off the phone it is impossible to track down the issue since Customers are n't given the extension number of American express agents So, the customer does n't have any record of that conversation for future reference or as evidence in case of dispute. 
The only way is to record it with a device but would need to get transcribe in order to be use as evidences. 
Eventually it resulted in hours of conversation for no result at all I have been calling them every month for the last 15 months with absolutely no result Asking for credit Card statements and never received XXXX single statement ever since I applied for the new card. 
American express is n't in compliance with Credit CARD Act " XXXX " Section XXXX requires card issuers to establish reasonable procedures to ensure that periodic statements are delivered at least 21 days before the payment due date. In addition, an issuer can not treat a required minimum periodic payment received within that period as late for any purpose I tried to ask access to online statement but never been able to get someone to get me access for my new Card " 15 months old now " Not having any statement or the physical card it makes it impossible to pay the balance with another account which I wanted to do as soon as the interest rate went up It might a way to keep the customer out, so the customer wo n't be able to complete payment transaction and they think that would justified an increase of their interest rate as consequence.???? 
" It is like paying the rent for an apartment and not been given the key to get into the place. '' On Thursday and Friday XXXX XXXX XXXX I spent a total of 3 hours on the phone with American Express After which still do n't have access to my account and as a result prevented from making payments and to see monthly statements. 
I am not longer seeking another phone conversation with American express I would like to have a written conversation instead An address for my to file the claim Thank you very much Looking forward to hear from you Regards, XXXX

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-12-18 00:00:00
Product: Money transfers — Domestic (US) money transfer
Issue: Other transaction issues — 
Company: Google Compare Credit Cards Inc.
State: FL

Complaint narrative:
I heard about a service made out to be similar but better than pay pal called google wallet. I downloaded the app and transferred XXXX $ in total to g wallet. It took about 3 days to clear in both my checking and google wallet account and when it did google wallet took XXXX $ from my checking account and there was only XXXX on my wallet account. i immediately called google wallet while I was in my bank and informed them the issue and they first claimed it was as bank error. the banker I was Cleary stated it was not and entirely Google 's fault. After about XXXX hours of calls and fighting with google wallet they refunded the XXXX extra dollars they had taken within XXXX hours but not the over draft fee the banker charged me. That was XXXX. the XXXX I actually had transferred went to Google wallet and I sent XXXX to google play with no issues. the remainder I was going to use once my wallet card arrived. I received the card XX/XX/XXXX or XX/XX/XXXX and when I tried to activate it they closed my account and said I would not be able to use the card or google wallet period. So I asked for a refund they emailed me a form which called for my bank info to refund me. today is the XX/XX/XXXX. I 've called daily spoken to at least XXXX supervisors had it escalated to higher departments and the only answer I get is they are looking into it. I have now filled out XXXX refund forms spent hours daily speaking with them and gotten nowhere. Should I seek legal action? Please help that XXXX is a lot of money for me.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: LA

Complaint narrative:
During the process of applying for a loan modification I ask if I could make my payments and was told NO that it would mess up the underwriters figures. It took XXXX 1/2 months to receive the first denial answer ( which made me 4 months behind on my payments ). On the second application it took four months to receive a denial answer which made us 9 months behind, Nationstar Mortgage says for us to be re-instated it will take {$13000.00} which includes late monthly payments and legal fees. 
We did get a loan modification from Nationstar Mortgage XX/XX/XXXX and two months into XXXX I XXXX at work and was unable to work. This is when all this started, I sent Nationstar Mortgage letters from my Doctors stating my condition both the XXXX XXXX doctor and the XXXX Doctor stated I was unable to work. I was told by my loan specialist that the Underwriters did not even look at the letters because it did not fit into or with their guidelines. I told Nationstar Mortgage during the last modification that I had paid off both of my car loans and would be able to set it up with my bank to have an automatic withdrawal of {$750.00} or {$800.00} to be taken out for a house payment -- -but this was not good enough for Nationstars ' Underwriters '. 
I was also told that Nationstar Mortgage did their own underwriting and financing and did not receive any money from the Government in XXXX when the Federal Government bailed out a lot of banks, well I just so happen to have gotten a letter from Nationstar Mortgage in which it states and I quote '' you were evaluated for mortgage payment assistance based on the eligibility requirements of XXXX XXXX XXXX XXXX XXXX XXXX, the owner/guarantor/trustee of your mortgage loan. '' I talked to XXXX from Nationstar this afternoon and ask him ask the banking situation and he said he really did n't know anything about it, and this is a man that works in the lost prevention section. 
Also during the two times we tried to get a modification I would get e-mails saying that we needed to send in this or that document, some of which we sent in no less that four times. After sending in the documentation they requested we would get a letter stating that it would take them from15 to 30 days to add those documents to our application and that they would get back in touch with us within 30 days -- -which goes back to what I was saying about making payments. 
It ended up looking like a catch 22 situation, one of which I wish we could get out of. I just want to start making my payments again and be able to stay in my house.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-18 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: KY

Complaint narrative:
Requested validation and verification nothing received

Company response to consumer: Closed with explanation