vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-03-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: MOHELA
State: NY

Complaint narrative:
I was shocked when I reviewed my credit report and found several late payments on my student loans with the dates below : XXXX 90 days past due as of XX/XX/2013 XXXX 90 days past due as of XX/XX/2013 XXXX 90 days past due as of XX/XX/2013 XXXX 90 days past due as of XX/XX/2013 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that this was supposed to be in deferment and it did not get processed correctly or the payments I sent in were not registered.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-27 00:00:00
Product: Credit card — 
Issue: Rewards — 
Company: AMERICAN EXPRESS COMPANY
State: MA

Complaint narrative:
I held an American Express corporate card as an employee XXXX until XXXX XXXX, 2014 when XXXX XXXX was acquired. I paid the balance to zero and cancelled the card upon the acquisition. American Express did not cancel the card despite my request. In XXXX, American Express billed me a membership reward fee. I called and indicated this was in error because the card had been cancelled. Again, they indicated they would cancel the card. They did not do so. I received more statements including interest fees on the membership reward amount. I called again to ask them to cancel the card. They did not do so. Finally, today, I received a phone call from their collections department for the {$91.00} for the membership rewards payment. I again, requested that the card be cancelled and the fee be waived. American Express refused to waive the fee and it is unclear to me as to whether they have formally cancelled the card.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2017-01-27 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: ENCORE CAPITAL GROUP INC.
State: AK

Complaint narrative:
Disputed the account being in collections due to it being fraudulent. Contacted XXXX XXXX and they had no record of charges in order to prove we did not open or have control of the card. It has been more than a year ( exceeding the 30 days required to respond to a dispute ) and nothing has been provided to us. We are demanding that the report be removed from our credit history. The account is listed twice, both showing " disputed '', and we want both to be removed.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: HEARTLAND PAYMENT SYSTEMS INC
State: VA

Complaint narrative:
I was recently shocked to learn that my credit card had been terminated due to either " recent delinquency, '' or a " public record reported '' by a credit bureau. This prompted me to access my credit report through Experian, at which time I discovered that my federal Perkins loan was in default after having been sent to collections. I had never, in any way, been contacted by my lending company, ( Campus Partners, now Hartland ECSI ) - meaning, I never received a Notice of Intent to Offset ( a written notice of the type and amount of the debt when a loan is delinquent ). This notice is guaranteed to me through my rights as a debtor and is described in the Federal Register, under 31 U.S.C. 3716 ( Document Citation - 78 FR 41677 ). Additionally, I never received monthly billing notices regarding this debt. Neither the collector ( XXXX XXXX , XXXX ), lending company, nor educational institution ( XXXX XXXX ) has been capable of telling me the amount that I owe. As I understand it, according to the Policy Direction Memo on Federal Student Loan Servicing from the XXXX Department of Education, this information, along with my Notice of Intent and monthly billing notices, are assets I can reasonably expect within this situation, and yet they have not been afforded to me. 

However, this is not merely or primarily an issue of default, as I am fortunate enough to be in a position to pay off the loan in full ( and have been since the loan fell under repayment ). The real problem has been the damage done to my credit report. I am reluctant to simply pay the debt in total because that might mean forfeiting the possibility of expunging my record of the loan 's default and collection status. Had I received any communication at all - written, electronic, or even a phone call - this loan would never have been sent to a collector or placed into default status. I fear what might have happened had I not been prompted to look into the situation further after my line of credit had been terminated. My hope is that I may pay the loan off in full as quickly as possible and have my credit report restored to its previous condition.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-21 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
I opened a new Citibank checking account on XX/XX/XXXX with a promotion for a bonus of {$400.00} that was associated with promo code # XXXX. The promotion eligibility requirements included an opening deposit of {$15000.00} to be deposited in the account by XX/XX/XXXX. The {$15000.00} qualifying deposit requirement was to remain in the account for 30 consecutive days and the bonus {$400.00} would be deposited within 90 calendar days to the account in the form of a XXXX Interest credit. On XX/XX/XXXX I contacted citi by their listed banking account customer service phone number number XXXX and opened a Citibank Service Request # XXXX to investigate why the account had not been credited with the {$400.00}. I was toldl I would receive a reply within 24-48 hours. After 72 hours, I made contact with representative XXXX XXXX on XX/XX/XXXX and followed up with XXXX XXXX regarding Citibank Service Request # XXXX. XXXX XXXX explained that I would receive further information regarding the account bonus credit. On XX/XX/XXXX I called Citibank at XX/XX/XXXX and spoke with an agent by the name of XXXX and her supervisor that said the back office at the bank was overwhelmed with other customers requests and that I would not receive word for 60 days. This action is very innapropriate as Citibank has now taken over 120 days to pay a bonus that I am entitled to and there is nothing else that I have been able to accomplish in reaching out to various representatives through the online citi portal secure chat via online banking or by calling representatives and supervisors at the citi banking account customer service number listed earlier in this message. I believe Citi is acting in an unfair and unethical manner in violating the terms of their promotion offer.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-07-23 00:00:00
Product: Debt collection — Credit card
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: ENCORE CAPITAL GROUP INC.
State: WA

Complaint narrative:
My wife received a phone call from the number I have linked to Midland Credit XXXX. They asked if they had reached me. My wife said no. 

He continued by stating that " this phone call is being recorded and was an attempt to collect a debt for XXXX XXXX. '' I know this is regarding my credit card debt with the store 's credit card, but it 's my business and legally not anyone else 's. 

According to the Consumer Financial Protection Bureau and the Federal Trade Commission, this is a clear violation of my rights and I want their case dropped because they should not share any of my personal information with other people.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-02 00:00:00
Product: Prepaid card — Gift or merchant card
Issue: Unauthorized transactions/trans. issues — 
Company: AMERICAN EXPRESS COMPANY
State: SC

Complaint narrative:
XXXX/XXXX/15 called XXXX how to do a split transaction using a {$200.00} XXXX gift card I rec 'd XXXX which expires XXXX/XXXX/15 to purchase my ticket for XXXX w/bal. paid XXXX -- got a confirmation XXXX on phone, was told to go to airport in XXXX, XXXX to run 2 cards thru for payment, got a printout of my flights, and XXXX said they were holding the money on the card for 8 days which is totally wrong and illegal but I was guaranteed XXXX that the price and seats would be held till all went thru. Waited till day before my trip to respond to their e-mail to check-in and no e-mail -- they wrongfully canceled all after I had obtained my confirmation # for the trip and then had the audacity to charge my visa an outrageous sum of XXXX for this flight of XXXX XXXX XXXX XXXX companies need to be reprimanded and fined heavily for the grief they caused me over this transaction XXXX. This is reprehensible for these 2 companies to be allowed to conduct business in this way. I would appreciate your strong action and help in this matter. I 've already filed a dispute action obviously with my XXXX card. I never want to go thru this again. Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-07 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: ENCORE CAPITAL GROUP INC.
State: UT

Complaint narrative:
Midland Credit Management entered a contractual agreement to remove this account from my credit report in exchange for payment which was cashed by Midland Credit Management on XX/XX/2016. Henceforth, I am attaching a copy of the check which was cashed under the condition that the account was removed in entirety from all the credit bureaus the company has reported this account to. In the event that this company continues to refuse to remove the collection from my credit report, I will proceed to take this matter to the Attorney General 's office.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-12-28 00:00:00
Product: Credit card — 
Issue: Unsolicited issuance of credit card — 
Company: AMERICAN EXPRESS COMPANY
State: MD

Complaint narrative:
In XXXX of 2016, my American Express card was hacked. I called and asked that myself and my family members be issued new cards. The person with whom I was dealing with on the phone was very difficult to understand. The American Express representative apparently changed the terms of my credit card WITHOUT MY CONSENT. The company made some of my charges " billed over time '' and changed the terms of my payment to " minimum balance '' causing me to rack-up INTEREST! If I want a credit card with interest as a component, I would obtain a low interest Visa card, not some random American Express interest. I have called every month since discovering this in XXXX. I have patiently explained that I do not WANT to pay interest. My account is on auto pay, and they are to draft the complete amount I owe each month. Each month the interest has been waived, I 've been assured it wo n't happen again, and it does. The last supervisor assured me the interest was waived and could not understand what I was upset about. When I asked if the actual settings were changed and this no longer would continue, she left me on hold and never returned. I remained on hold for an extended period of time. The issue does not seem to be resolved. They continue to charge me interest. I continue to call and they waive the interest. This feels like a XXXX XXXX situation where the company has put pressure on their employees to change the terms of the customer 's accounts for a bonus. Is that true? Why not investigate? I 'm sure there are many other customers on auto pay who do n't even know they ' re being charged interest by American Express. I think this warrants further digging by the CFPB. In a way they have issued me a new kind of interest generating credit card that I NEVER ASKED FOR!

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-09-25 00:00:00
Product: Prepaid card — General purpose card
Issue: Unauthorized transactions/trans. issues — 
Company: AMERICAN EXPRESS COMPANY
State: NV

Complaint narrative:
I had some unauthorized transactions on my card, but when I filed disputes my card was suddenly closed, and no transactions were disputed.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-27 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ENCORE CAPITAL GROUP INC.
State: NY

Complaint narrative:
I never bought anything. I never opened an account with that bank. This people been calling me .and tell me a few years ago from where this debt is. But I never make those purchases in those places theytold me. This debt is been bother me in my record. My credit score is not good because of this debt. I want to resolve this and move from my record. Please help me. Thanks

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-19 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
I purchased gas in the amount of XXXX on my American Express Serve card. They put an additional hold of XXXX to verify my balance. I felt that this was an extreme amount of money. When I called to complain, they first told me that it would be 8 days before the money would be returned to my card. When I asked for a supervisor, that person told me that they would need to transfer me to Technical support to see about getting the hold removed. I was on hold for 1 hour and 41 minutes, and then the call dropped. I have since tried to call back and had no luck. This has caused my account to be in the negative by XXXX. They have taken all of my money for the week and I will not be paid again until XX/XX/XXXX. I have a screenshot of the on hold time with this company. They have offered me no type of resolution to my issue. I even verified that they had my number on file in case we were disconnected, which they assured me they did, and I have yet to receive a call back from them. I have used the card for gas plenty of times, and never had a hold like that. I purchased from the same XXXX a week ago and no hold was placed. This is just them keeping extra of my money for a week and it 's unjust and unfair.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-15 00:00:00
Product: Debt collection — Credit card
Issue: Communication tactics — Frequent or repeated calls
Company: ENCORE CAPITAL GROUP INC.
State: CT

Complaint narrative:
i lost my job tried to make a payment they told me the account was closed

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-27 00:00:00
Product: Debt collection — Credit card
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: ENCORE CAPITAL GROUP INC.
State: IN

Complaint narrative:
FAILED TO VALIDATE DEBT, CALLED FAMILY MEMBER AFTER CEASE AND DESIST, MIDLAND ONCE AGAIN VIOLATED XXXX ACT OF 2009.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-27 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: VA

Complaint narrative:
American Express has called my sister and disclosed that I am behind on my debt. I 've already submitted a complaint for that. They 've also called my former roommate twice, XXXX XXXX. The first time he asked that they do not call him. They 've called twice so far. I am in a debt settlement program with XXXX. They told me they can only call once, and that it is illegal to call more than once.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-16 00:00:00
Product: Debt collection — Payday loan
Issue: Taking/threatening an illegal action — Threatened arrest/jail if do not pay
Company: ENCORE CAPITAL GROUP INC.
State: MI

Complaint narrative:
This XXXX i receieved XXXX phone calls from seperate numbers [ ( XXXX ) XXXX, ( XXXX ) XXXX ) ] and seperate people claiming to represent a company called Legal Recovery Solutions. They had previously called my mother and sister before getting in contact with meThey opened the conversaation by asking me to confirm my identity and went as far as telling me the last XXXX didgts on my SSN #. ( which they also provided to my family in a voicemail when they previously called ) they then starting talking about a debt i owe from years ago to " XXXX XXXX ' XXXX '', which is a legitimate debt. 

At this point theyre telling me that i owe roughly {$930.00} and must pay it in full immediately or they will file paperwork to issue a warrant and have me arrested due to " their client '' pressing charges on me for a couple different types of fraud. I questioned him about the legitimacy of what he was telling me and he got extremely defensive and kept insisting that i would be charged with felonies if i did not pay. he also refused to identify his client when i asked who was pressing the charges since he had told me that the original debt collection agency that got my account from XXXX XXXX XXXX had turned over my debt to someone else, and that that new agency, whom he is referring to as his client, is the XXXX pressing charges if not paid.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-07 00:00:00
Product: Credit card — 
Issue: Rewards — 
Company: AMERICAN EXPRESS COMPANY
State: MO

Complaint narrative:
This complaint is about both American Express and XXXX. I have reward points with American Express for using its credit card. XXXX accepts these reward points as payment for its goods. However, the check out and payment pages of XXXX do not DISCLOSE that {$1.00} used to pay for XXXX goods is equivalent to XXXX reward points. Instead, it simply states that a customer has $ xx available without disclosing the number of points that the dollar amount will use up. As a result of this lack of TRANSPARENCY, we used all our XXXX points. In contrast, to pay for travel through American Express, {$1.00} is equivalent to XXXX points. No economically rational agent would take XXXX 's exchange ratio over American Express 's exchange ratio if she or he knew about the different ratios and was given full disclosure of information in the transaction. Commutative justice demands FULL DISCLOSURE of all relevant information in business and financial transactions. I called XXXX but the " leaders '' were unhelpful and intransigent. The company must be compelled to be more transparent in getting customers to use American Express points to pay for XXXX purchases. American Express should be more vigilent with its partners to ensure that its own customers are not duped in this way.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-07 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: ENCORE CAPITAL GROUP INC.
State: CA

Complaint narrative:
A Letter was sent requesting validation of this debt by my attorney. The letter was not responded to and the documents requested were not responded to.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-12 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY

Complaint narrative:
I tried to login unsuccessfully to my online account with HSBC USA. I attempted to reset my password and was locked out for security reasons. I lost my credit card so I did not have the account number when I called customer service to attempt to get my account unlocked. They also require a telephone access code which I did not have at the time. I informed them that I think my card may have been compromised and they did not acknowledge my concern. I provided them with my name, social security number, date of birth, address, and called from my home phone number which is the one registered to the account. They claim I need to provide more information. I did not received a statement of my account for three months. I started receive collection calls at random hours, sometimes as early as XXXX and after XXXX. I have called multiple times to try and get my account unlocked so I can see my account activity and make sure my card has not been compromised and have been unsuccessful. I have all the information required now and they claim that department is closed. This is ridiculous. I have never had as many problems with a financial institution as this XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-17 00:00:00
Product: Prepaid card — Mobile wallet
Issue: Fraud or scam — 
Company: AMERICAN EXPRESS COMPANY
State: OR

Complaint narrative:
XXXX/XXXX/2015 XXXX fraudulent transactions were charged to my serve prepaid debit card from american express I immediately contacted american express customer service, they stopped XXXX of the transactions from posting, but the XXXX other fraud charges were posted AFTER I had spoke with their csr - those XXXX transactions were debited to my account, and the csr told me they will cancel the current card, reissue a new one and that I should transfer all active card prepaid funds to my serve reserve account so the fraud would not continue. I did as I was told. 

received the new card, however American Express Serve Card has locked my account. I can not use my funds that they have, since I can not access my account nor activate the new card. 

I escalated to a supervisor at the XXXX Call Center they can not do anything my account still controlled by their fraud dept I have spent a total of 161 minutes on the telephone with the Serve Customer Service team located in the XXXX the Customer Service Rep states they will connect me with their frad department which has locked-out my account - THE CSR NVER CONNECTS ME TO THEIR FRAUD DEPARTMENT They are holding my funds and I have no way to have any type of access too my funds via their prepaid debit card or my account access. 

I AM TOTALLY LOCKED OUT AND THEY ARE HOLDING MY FUNDS.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-10 00:00:00
Product: Debt collection — Medical
Issue: False statements or representation — Attempted to collect wrong amount
Company: Aargon Agency, Inc.
State: CA

Complaint narrative:
AARGON is reporting a medical collection on my credit report that they have re-aged in an effort to do damage to my credit and thus force me to pay them when I am in dispute. It is a medical bill that my insurance company was billed and they paid. I do not understand why they feel their is still a balance. I have asked for an itemized accounting of the bill many times but never have received it. They have not validated the debt yet they are reporting it, re-aging it, and it is a duplicate. They are also reporting it under " XXXX '' on my report as opening XX/XX/XXXX. So to summarize they have never attempted to validate this debt despite my disputes, have re-aged and duplicated this alleged debt.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation